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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...
What Would You Do? - 08/23 - 07/25/2023
... 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 to address a hesitation concern. The...
GM MESSASE G-0000093940 - 09/21/2011
HAS ANYONE READ THIS MESSAGE ?? AM I CORRECT IN READING THAT THE LIFETIME SERVICE GUARANTEE FOR PARTS IS BACK IN EFFECT??
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE-DURASTOP? - 07/11/2008
After reading the P&P regarding durastop brake pads, I am led to believe I put the claim in like a goodwrench lifetime guarantee. The claim got rejected stating "not a goodwrench service plus part number". The dilemma is the pads were put on an oldsmobile,...
Parts and Accessories and Lifetime Parts Warranty - 01/10/2014
... months, regardless of mileage. It has been a year as well since changes were made to the Limited Lifetime Parts warranty. The Parts and Accessories 12 month warranty is standard with all GM parts (excluding batteries), whether installed at the dealership...
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE - 07/11/2008
... installation. • Durastop Brake Products are not to be used for new vehicle warranty. 2008 GM Service Policies and Procedures Manual 51 of...
GOODWRENCH LIMITED LIFETIME GUARANTEE - 03/17/2008
... REPLACED - "WHICH WE REPLACED IN 2002 AS A GOODWILL WARRANTY" - BUT IT "IS" ON THE PART LIST AS A LIFETIME COMPONENT.... WOULD THE PUMP BE COVERED UNDER LIFETIME AGAIN ..... WHEN DID THE "LIFETIME" PROGRAM BEGIN ???...
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.
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE - 03/18/2008
Lifetime warranty parts must be purchased by the customer to be covered.
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE - 03/18/2008
I just submit my 1st lifetime guarantee claim and it got rejected stating "not a goodwrench service plus part number". However, after reviewing P&P, it states the part that was installed as LG should have been flagged, and in this case it was. Where...
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE - 03/19/2008
h&kchevy.not sure of your situation but have run into this before.in P&P it gives you a list of parts but some are marked with a * ( parts removed from LSG program effective jan 1,2006.purchases prior to jan 1,2006 are eligibe for LSG )if you can show ...
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE - 03/21/2008
Thanks for the help, HRoute is what I'll do as it was purchased in 2005.
Re: Towing on a life time warr part ? - 09/24/2009
The P&P does state in Article 1.1.4 (General Motors LLC Goodwrench Service Plus Lifetime Service Guarantee) that towing is not covered in the LSG program. Christalyn: It appears as though my past comment in your forum post was in reference to a part...
2013 Policy & Procedure Update - 06/19/2013
... 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 Lifetime Parts Warranty (LLPW). The new Limited Lifetime...
Part Failures Under a Part Warranty - 10/26/2021
... Forms in GlobalConnect. On January 1, 2013, GM Customer Care and Aftersales replaced the Limited Lifetime Service Guarantee (LSG) and offered the Certified Service Limited Lifetime Parts Warranty (LLPW). In addition to the name change, the warranty on...
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...
Re: Parts purchased locally. global pays less. - 10/29/2010
... submitted as ADDITIONAL PUBLISHED TIME, not base time. Parts should not be included on the claim. Lifetime Service Guarantee (LSG) Lifetime Service Guarantee (LSG) parts must be submitted as a ZPTI transaction type. If the time and distance exceeds...
LLPW replaces LSG - 12/18/2012
The Limited Lifetime Service Guarantee will be discontinued on December 31, 2012, and the new Limited Lifetime Parts Warranty will be offered be offered by all GM dealerships on eligible parts, effective January 1, 2013. There are no enrollment requirements...
Lifetime Parts Warranty - 06/09/2022
The Certified Service Limited Lifetime Parts Warranty offers a lifetime warranty on specific parts to the original purchaser. Labor is covered for 24 months if the Lifetime Part was installed at a GM Service Agent. Subsequent part replacement does not...
Saturn Service Contract with Trans service - 01/14/2011
I have a reject claim that was M0061, Automatic Trans Service. GMPP contract is valid, but calling MIC, nobody seems to have any idea what my repair for this claim is. I've spoken to a couple dealers who I thought would be able to help. DBC of course...
Re: Saturn Service Contract with Trans service - 01/20/2011
[quote] 48chevy: I have a reject claim that was M0061, Automatic Trans Service. GMPP contract is valid, but calling MIC, nobody seems to have any idea what my repair for this claim is. I've spoken to a couple dealers who I thought would be able to help....
Re: Saturn Service Contract with Trans service - 01/20/2011
I got the labor op from my service advisor who had, I thought, called it in. I didn't question it. Our GMPP rep emailed me and said it wouldn't fly because most of their AT services were around 75.00. I guess I'll go with M0017 at $75.00. Better than...
Re: Parts Warranty - 02/27/2014
P&P Article 1.1.4 - GM Certified Service New Limited Lifetime Parts Warranty (LLPW)
Same Day Repairs - 04/12/2013
Beginning April 1st, GM has made several changes 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,...
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...
What Would You Do? - 08/23 - 07/25/2023
... 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 to address a hesitation concern. The...
GM MESSASE G-0000093940 - 09/21/2011
HAS ANYONE READ THIS MESSAGE ?? AM I CORRECT IN READING THAT THE LIFETIME SERVICE GUARANTEE FOR PARTS IS BACK IN EFFECT??
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE-DURASTOP? - 07/11/2008
After reading the P&P regarding durastop brake pads, I am led to believe I put the claim in like a goodwrench lifetime guarantee. The claim got rejected stating "not a goodwrench service plus part number". The dilemma is the pads were put on an oldsmobile,...
Parts and Accessories and Lifetime Parts Warranty - 01/10/2014
... months, regardless of mileage. It has been a year as well since changes were made to the Limited Lifetime Parts warranty. The Parts and Accessories 12 month warranty is standard with all GM parts (excluding batteries), whether installed at the dealership...
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE - 07/11/2008
... installation. • Durastop Brake Products are not to be used for new vehicle warranty. 2008 GM Service Policies and Procedures Manual 51 of...
GOODWRENCH LIMITED LIFETIME GUARANTEE - 03/17/2008
... REPLACED - "WHICH WE REPLACED IN 2002 AS A GOODWILL WARRANTY" - BUT IT "IS" ON THE PART LIST AS A LIFETIME COMPONENT.... WOULD THE PUMP BE COVERED UNDER LIFETIME AGAIN ..... WHEN DID THE "LIFETIME" PROGRAM BEGIN ???...
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.
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE - 03/18/2008
Lifetime warranty parts must be purchased by the customer to be covered.
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE - 03/18/2008
I just submit my 1st lifetime guarantee claim and it got rejected stating "not a goodwrench service plus part number". However, after reviewing P&P, it states the part that was installed as LG should have been flagged, and in this case it was. Where...
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE - 03/19/2008
h&kchevy.not sure of your situation but have run into this before.in P&P it gives you a list of parts but some are marked with a * ( parts removed from LSG program effective jan 1,2006.purchases prior to jan 1,2006 are eligibe for LSG )if you can show ...
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE - 03/21/2008
Thanks for the help, HRoute is what I'll do as it was purchased in 2005.
Re: Towing on a life time warr part ? - 09/24/2009
The P&P does state in Article 1.1.4 (General Motors LLC Goodwrench Service Plus Lifetime Service Guarantee) that towing is not covered in the LSG program. Christalyn: It appears as though my past comment in your forum post was in reference to a part...
2013 Policy & Procedure Update - 06/19/2013
... 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 Lifetime Parts Warranty (LLPW). The new Limited Lifetime...
Part Failures Under a Part Warranty - 10/26/2021
... Forms in GlobalConnect. On January 1, 2013, GM Customer Care and Aftersales replaced the Limited Lifetime Service Guarantee (LSG) and offered the Certified Service Limited Lifetime Parts Warranty (LLPW). In addition to the name change, the warranty on...
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...
Re: Parts purchased locally. global pays less. - 10/29/2010
... submitted as ADDITIONAL PUBLISHED TIME, not base time. Parts should not be included on the claim. Lifetime Service Guarantee (LSG) Lifetime Service Guarantee (LSG) parts must be submitted as a ZPTI transaction type. If the time and distance exceeds...
LLPW replaces LSG - 12/18/2012
The Limited Lifetime Service Guarantee will be discontinued on December 31, 2012, and the new Limited Lifetime Parts Warranty will be offered be offered by all GM dealerships on eligible parts, effective January 1, 2013. There are no enrollment requirements...
Lifetime Parts Warranty - 06/09/2022
The Certified Service Limited Lifetime Parts Warranty offers a lifetime warranty on specific parts to the original purchaser. Labor is covered for 24 months if the Lifetime Part was installed at a GM Service Agent. Subsequent part replacement does not...
Saturn Service Contract with Trans service - 01/14/2011
I have a reject claim that was M0061, Automatic Trans Service. GMPP contract is valid, but calling MIC, nobody seems to have any idea what my repair for this claim is. I've spoken to a couple dealers who I thought would be able to help. DBC of course...
Re: Saturn Service Contract with Trans service - 01/20/2011
[quote] 48chevy: I have a reject claim that was M0061, Automatic Trans Service. GMPP contract is valid, but calling MIC, nobody seems to have any idea what my repair for this claim is. I've spoken to a couple dealers who I thought would be able to help....
Re: Saturn Service Contract with Trans service - 01/20/2011
I got the labor op from my service advisor who had, I thought, called it in. I didn't question it. Our GMPP rep emailed me and said it wouldn't fly because most of their AT services were around 75.00. I guess I'll go with M0017 at $75.00. Better than...
Re: Parts Warranty - 02/27/2014
P&P Article 1.1.4 - GM Certified Service New Limited Lifetime Parts Warranty (LLPW)
Same Day Repairs - 04/12/2013
Beginning April 1st, GM has made several changes 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,...
Tire Price Match Guarantee - 04/13/2012
Based on dealer feedback, administration of the Tire Price Match Guarantee Program has been streamlined to make it easier to submit a claim. The system automatically calculated the claim amount based on the dealer's input. Dealers are no longer required...
Updates, Recalls, & Special Coverage - 08/05/2014
... announced when a vehicle is very new and many times the involved vehicles are still on the service agent's lot. Recall corrections must be made prior to the sale of any GM vehicle by the service agent. It has been a summer of unprecedented recalls...
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....
GM Acronyms - 04/12/2011
... acronyms are listed in the Global Warranty Management Users Manual? The manual may be found in the service operations link of the GlobalConnect Library.In the March edition we took a look the Service Agent Analysis Reporting feature in GWM. The summary...
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...
The New Policies and Procedures Manual - 10/31/2014
... has gone through an overhaul and is now actually four policy manuals. The four categories are:Service Policy & Procedures ManualWarranty Policy Information ManualTransportation, Vehicle Storage, and PDI Policy ManualCustomer Assistance, Training,...
Keys for Life Program - 06/02/2015
... was necessary, since it is a "for life" program.This situation is similar, in regards to a GM lifetime program requiring Policy Authorization, to the Lifetime Parts Warranty program. Lifetime parts that are replaced outside of the 12-month window require...
Limited Lifetime Parts Warranty - 03/11/2013
Repairs for failures of a GM Certified Service Limited Lifetime Parts Warranty for a dealer purchased and installed component are handled in the following manner:LLPW parts that fail for a warrantable reason with the standard 12 month/unlimited miles...
$20 off $100 with Limited Lifetime Parts - 01/10/2014
... 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. The offer is communicated to consumers online when they search for related automotive services on...
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...
Chassis Parts and Lifetime Warranty - 06/26/2019
... (OEM). Whether you install an ACDelco Professional or OEM chassis part, the warranty is limited lifetime on the part, and depending on when the part was installed, 12 or 24 months on the labor. ACDelco chassis parts installed prior to April 1, 2018,...
Limited Lifetime - 06/19/2017
... Policies and Procedures Manual provides detail on components that are covered by the limited lifetime warranty, such as GM Service Replacement Radiators, ACDelco Professional Remanufactured Rack and Pinion Gears, Sheet Metal, and Ignition Wire Sets,...
lifetime gm parts - 07/20/2011
When processing Lifetime Gm parts is there a better way to submit them with out them being rejected? I have a 2003 pontiac grand am that has GM lifetime hub
Re: lifetime gm parts - 07/20/2011
what was the reason for the reject??
Re: lifetime gm parts - 07/20/2011
it said the number of days and distance exceeds the vehicle warranrt limits
Re: lifetime gm parts - 07/20/2011
What trans type did you use?? (S/B ZPTI)
Re: lifetime gm parts - 07/20/2011
I used ZREG
Re: lifetime gm parts - 07/20/2011
YOU USED THE REGULAR WARRANTY YOU NEED TO USE ZPTI FOR PARTS WARRANTY...AND LIST THE JOB CARD NUMBER, DATE AND MILEAGE THE PART WAS INSTALLED..
Re: lifetime gm parts - 07/21/2011
If it is past the 12/12 warranty period you still use the ZPTI and also have to mark it as policy decision and put in the comments that it's a lifetime part.
Re: lifetime gm parts - 07/21/2011
[quote] conny: YOU USED THE REGULAR WARRANTY YOU NEED TO USE ZPTI FOR PARTS WARRANTY...AND LIST THE JOB CARD NUMBER, DATE AND MILEAGE THE PART WAS INSTALLED.. [/quote] And, if it is over 10 years old, don't forget to mark the VIN not on file box. Sometimes ...
Re: lifetime gm parts - 07/28/2011
[quote] mpatten: When processing Lifetime Gm parts is there a better way to submit them with out them being rejected? I have a 2003 pontiac grand am that has GM lifetime hub [/quote]
GWM and Lifetime Parts Labor? - 02/09/2012
Just wondered on the Lifetime Parts if you are showing the labor in the claim and then putting that $$ amount in as Cust/Dealer participation or just leaving the labor off completely? I know in WINS we just didn't submit for the labor on the claim, but...
Re: GWM and Lifetime Parts Labor? - 02/09/2012
I LEAVE THE LABOR OFF COMPLETELY TOO..HAD ONE LAST WEEK AND MY SERVICE MANAGER CHARGED THE LABOR BACK TO THE SHOP..
Re: GWM and Lifetime Parts Labor? - 02/09/2012
I also leave it off of the warranty claim. I do make another line that is billed Internal and post the labor there so we have record of where the tech flag goes.
Re: GWM and Lifetime Parts Labor? - 02/09/2012
We are on Reynolds so we (keep on same line) but Internal labor & submit the warranty part
Based on dealer feedback, administration of the Tire Price Match Guarantee Program has been streamlined to make it easier to submit a claim. The system automatically calculated the claim amount based on the dealer's input. Dealers are no longer required...
Updates, Recalls, & Special Coverage - 08/05/2014
... announced when a vehicle is very new and many times the involved vehicles are still on the service agent's lot. Recall corrections must be made prior to the sale of any GM vehicle by the service agent. It has been a summer of unprecedented recalls...
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....
GM Acronyms - 04/12/2011
... acronyms are listed in the Global Warranty Management Users Manual? The manual may be found in the service operations link of the GlobalConnect Library.In the March edition we took a look the Service Agent Analysis Reporting feature in GWM. The summary...
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...
The New Policies and Procedures Manual - 10/31/2014
... has gone through an overhaul and is now actually four policy manuals. The four categories are:Service Policy & Procedures ManualWarranty Policy Information ManualTransportation, Vehicle Storage, and PDI Policy ManualCustomer Assistance, Training,...
Keys for Life Program - 06/02/2015
... was necessary, since it is a "for life" program.This situation is similar, in regards to a GM lifetime program requiring Policy Authorization, to the Lifetime Parts Warranty program. Lifetime parts that are replaced outside of the 12-month window require...
Limited Lifetime Parts Warranty - 03/11/2013
Repairs for failures of a GM Certified Service Limited Lifetime Parts Warranty for a dealer purchased and installed component are handled in the following manner:LLPW parts that fail for a warrantable reason with the standard 12 month/unlimited miles...
$20 off $100 with Limited Lifetime Parts - 01/10/2014
... 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. The offer is communicated to consumers online when they search for related automotive services on...
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...
Chassis Parts and Lifetime Warranty - 06/26/2019
... (OEM). Whether you install an ACDelco Professional or OEM chassis part, the warranty is limited lifetime on the part, and depending on when the part was installed, 12 or 24 months on the labor. ACDelco chassis parts installed prior to April 1, 2018,...
Limited Lifetime - 06/19/2017
... Policies and Procedures Manual provides detail on components that are covered by the limited lifetime warranty, such as GM Service Replacement Radiators, ACDelco Professional Remanufactured Rack and Pinion Gears, Sheet Metal, and Ignition Wire Sets,...
lifetime gm parts - 07/20/2011
When processing Lifetime Gm parts is there a better way to submit them with out them being rejected? I have a 2003 pontiac grand am that has GM lifetime hub
Re: lifetime gm parts - 07/20/2011
what was the reason for the reject??
Re: lifetime gm parts - 07/20/2011
it said the number of days and distance exceeds the vehicle warranrt limits
Re: lifetime gm parts - 07/20/2011
What trans type did you use?? (S/B ZPTI)
Re: lifetime gm parts - 07/20/2011
I used ZREG
Re: lifetime gm parts - 07/20/2011
YOU USED THE REGULAR WARRANTY YOU NEED TO USE ZPTI FOR PARTS WARRANTY...AND LIST THE JOB CARD NUMBER, DATE AND MILEAGE THE PART WAS INSTALLED..
Re: lifetime gm parts - 07/21/2011
If it is past the 12/12 warranty period you still use the ZPTI and also have to mark it as policy decision and put in the comments that it's a lifetime part.
Re: lifetime gm parts - 07/21/2011
[quote] conny: YOU USED THE REGULAR WARRANTY YOU NEED TO USE ZPTI FOR PARTS WARRANTY...AND LIST THE JOB CARD NUMBER, DATE AND MILEAGE THE PART WAS INSTALLED.. [/quote] And, if it is over 10 years old, don't forget to mark the VIN not on file box. Sometimes ...
Re: lifetime gm parts - 07/28/2011
[quote] mpatten: When processing Lifetime Gm parts is there a better way to submit them with out them being rejected? I have a 2003 pontiac grand am that has GM lifetime hub [/quote]
GWM and Lifetime Parts Labor? - 02/09/2012
Just wondered on the Lifetime Parts if you are showing the labor in the claim and then putting that $$ amount in as Cust/Dealer participation or just leaving the labor off completely? I know in WINS we just didn't submit for the labor on the claim, but...
Re: GWM and Lifetime Parts Labor? - 02/09/2012
I LEAVE THE LABOR OFF COMPLETELY TOO..HAD ONE LAST WEEK AND MY SERVICE MANAGER CHARGED THE LABOR BACK TO THE SHOP..
Re: GWM and Lifetime Parts Labor? - 02/09/2012
I also leave it off of the warranty claim. I do make another line that is billed Internal and post the labor there so we have record of where the tech flag goes.
Re: GWM and Lifetime Parts Labor? - 02/09/2012
We are on Reynolds so we (keep on same line) but Internal labor & submit the warranty part
Lifetime Part Fail/rejected claim - 06/13/2017
I submitted as a ZPTC because it is over the 12month period on a leaking water pump. This was rejected as over limits and will not allow H routing. Suggestions on submitting this claim?
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 03/03/2010
USE ZPTI AND ANYTHING BEYOND 12/12 WILL NEED YOUR SER MANAGERS GOODWILL [/quote] I checked policy decision (goodwill) and over age boxes and my lifetime part claim was accepted.
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 03/05/2010
[quote] h&kchevy : I put in a lifetime part claim under ZPTI & it got rejected for the vehicle being too old. I tried to use the General Service Agent auth (old G?) & it still got rejected. I have a call in to my rep. Let me know if you find out how...
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 03/05/2010
FILE AS ZPTI AND ANY PART OVER 12/12 NEEDS AN "A" .
LIFETIME WARRANTY PARTS - 03/29/2010
OK I HAVE MY VERY FIRST LIFETIME WARRANTY PART EVER AND HAVE NO CLUE WHAT I NEED TO DO TO GET IT TO PAY....GET REJECT 807-WARRANTY TIME LIMIT EXCEEDED(PARTS).......ANY AND ALL HELP IS GREATLY APPRECIATED!!!
Re: LIFETIME WARRANTY PARTS - 03/29/2010
Per message G_0000050657 from 03/02/2010, you need to use ZPTI and if over 12/12 you need an Autho A or Policy Decision
Re: LIFETIME WARRANTY PARTS - 03/29/2010
THANKS SOOOOO MUCH!!!
LIfetime Warranty - 05/11/2010
Does anyone know if there is a change made in how to claim lifetime parts?
Re: LIfetime Warranty - 05/12/2010
I've done a few claims with LSG parts, as far I as understand if it is within the 12/12 warranty, you use a ZPTI trans type with no auth. If it is over the 12/12 still use the ZPTI trans type but you have to have an auth 'A'. I've had all my claims just ...
Re: LIfetime Warranty - 05/12/2010
I had to call our warranty guy on another claim and asked him what to do. He told me to use policy decision, they are aware of issues with Lifetime guarantee parts and are working on it.
CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 02/03/2010
I am having trouble submitting a claim for pads only. The pads are covered by the lifetime part warranty but I do not know how this translates in global. I tried to put it in under zreg for the part only and was unsuccessfaul any help would be great...
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 02/03/2010
I haven't had one of those yet but I would try using ZPTI. It's for parts that fail outside the vehicle warranty period, but within the applicable parts warranty times/mileage parameters. You'll need the original information. It's worth a try!
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 02/03/2010
I put in a lifetime part claim under ZPTI & it got rejected for the vehicle being too old. I tried to use the General Service Agent auth (old G?) & it still got rejected. I have a call in to my rep. Let me know if you find out how to put these in....
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 02/03/2010
I used zpti and got rejected for exceeds warranty distance, I changed it to zptc and it was accepted.
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 02/03/2010
I had to call DBC on this one. 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...
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 02/03/2010
THANKS MARK!
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 02/08/2010
[quote] Christalyn: I am having trouble submitting a claim for pads only. The pads are covered by the lifetime part warranty but I do not know how this translates in global. I tried to put it in under zreg for the part only and was unsuccessfaul any...
Chassis Parts Lifetime Warranty - 05/25/2022
Chassis parts are a group of several parts that carry a lifetime warranty, both ACDelco Gold/Professional and OE, when installed at a GM dealership or sold over the counter. This lifetime warranty is on the part only and is only applicable to the original...
Submitting Brake Pads Limited Lifetime Part Warranty Claim? - 02/13/2018
When submitting a claim for Brake pads, limited one-time replacement of part...I run it as ZPTI and complete entire 1st pg fields in Global. Then I select the policy tab (due to it would reject for out of warranty if I didn't), enter all previous ...
Top 10 Things Service Advisors Should Never Do - 07/30/2013
... vehicles, or simply ignore the letter and will sometimes end up at your dealership for a different service need, totally unaware that a recall exists on their vehicle. Service advisors must verify open recalls by investigating the vehicle history (IVH)...
Warranty Review Deviations - 03/11/2013
... being followed correctly and the company is not paying for repairs that are not valid. While some service agents haven't had their job cards reviewed in a long time, others have experienced frequent reviews, commonly referred to as an audit. Last month...
Z Labour Operations - 09/19/2011
... Brands.Buick and GMC Promotion: Complimentary lube, oil and filter or $20 off any customer pay service to select Buick and GMC owners. Dealerships must enroll in the program. Original coupon must be presented by the customer at the time of service. See...
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...
When the Service Manager is Away - 06/30/2015
There are certain situations when service management must approve or authorize a warranty repair. Some require that approval before the work begins and others require approval before the transaction is submitted. Still other approvals are allowed after...
Part Warranty Coverage - 12/19/2018
... under Service Forms. Other certificates can be found in the Parts P&P manual. Lifetime warranty parts under the GM Certified Service Limited Lifetime Parts Warranty program changed January 1st, 2013. Parts sold prior to this date had a lifetime...
I submitted as a ZPTC because it is over the 12month period on a leaking water pump. This was rejected as over limits and will not allow H routing. Suggestions on submitting this claim?
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 03/03/2010
USE ZPTI AND ANYTHING BEYOND 12/12 WILL NEED YOUR SER MANAGERS GOODWILL [/quote] I checked policy decision (goodwill) and over age boxes and my lifetime part claim was accepted.
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 03/05/2010
[quote] h&kchevy : I put in a lifetime part claim under ZPTI & it got rejected for the vehicle being too old. I tried to use the General Service Agent auth (old G?) & it still got rejected. I have a call in to my rep. Let me know if you find out how...
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 03/05/2010
FILE AS ZPTI AND ANY PART OVER 12/12 NEEDS AN "A" .
LIFETIME WARRANTY PARTS - 03/29/2010
OK I HAVE MY VERY FIRST LIFETIME WARRANTY PART EVER AND HAVE NO CLUE WHAT I NEED TO DO TO GET IT TO PAY....GET REJECT 807-WARRANTY TIME LIMIT EXCEEDED(PARTS).......ANY AND ALL HELP IS GREATLY APPRECIATED!!!
Re: LIFETIME WARRANTY PARTS - 03/29/2010
Per message G_0000050657 from 03/02/2010, you need to use ZPTI and if over 12/12 you need an Autho A or Policy Decision
Re: LIFETIME WARRANTY PARTS - 03/29/2010
THANKS SOOOOO MUCH!!!
LIfetime Warranty - 05/11/2010
Does anyone know if there is a change made in how to claim lifetime parts?
Re: LIfetime Warranty - 05/12/2010
I've done a few claims with LSG parts, as far I as understand if it is within the 12/12 warranty, you use a ZPTI trans type with no auth. If it is over the 12/12 still use the ZPTI trans type but you have to have an auth 'A'. I've had all my claims just ...
Re: LIfetime Warranty - 05/12/2010
I had to call our warranty guy on another claim and asked him what to do. He told me to use policy decision, they are aware of issues with Lifetime guarantee parts and are working on it.
CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 02/03/2010
I am having trouble submitting a claim for pads only. The pads are covered by the lifetime part warranty but I do not know how this translates in global. I tried to put it in under zreg for the part only and was unsuccessfaul any help would be great...
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 02/03/2010
I haven't had one of those yet but I would try using ZPTI. It's for parts that fail outside the vehicle warranty period, but within the applicable parts warranty times/mileage parameters. You'll need the original information. It's worth a try!
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 02/03/2010
I put in a lifetime part claim under ZPTI & it got rejected for the vehicle being too old. I tried to use the General Service Agent auth (old G?) & it still got rejected. I have a call in to my rep. Let me know if you find out how to put these in....
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 02/03/2010
I used zpti and got rejected for exceeds warranty distance, I changed it to zptc and it was accepted.
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 02/03/2010
I had to call DBC on this one. 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...
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 02/03/2010
THANKS MARK!
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 02/08/2010
[quote] Christalyn: I am having trouble submitting a claim for pads only. The pads are covered by the lifetime part warranty but I do not know how this translates in global. I tried to put it in under zreg for the part only and was unsuccessfaul any...
Chassis Parts Lifetime Warranty - 05/25/2022
Chassis parts are a group of several parts that carry a lifetime warranty, both ACDelco Gold/Professional and OE, when installed at a GM dealership or sold over the counter. This lifetime warranty is on the part only and is only applicable to the original...
Submitting Brake Pads Limited Lifetime Part Warranty Claim? - 02/13/2018
When submitting a claim for Brake pads, limited one-time replacement of part...I run it as ZPTI and complete entire 1st pg fields in Global. Then I select the policy tab (due to it would reject for out of warranty if I didn't), enter all previous ...
Top 10 Things Service Advisors Should Never Do - 07/30/2013
... vehicles, or simply ignore the letter and will sometimes end up at your dealership for a different service need, totally unaware that a recall exists on their vehicle. Service advisors must verify open recalls by investigating the vehicle history (IVH)...
Warranty Review Deviations - 03/11/2013
... being followed correctly and the company is not paying for repairs that are not valid. While some service agents haven't had their job cards reviewed in a long time, others have experienced frequent reviews, commonly referred to as an audit. Last month...
Z Labour Operations - 09/19/2011
... Brands.Buick and GMC Promotion: Complimentary lube, oil and filter or $20 off any customer pay service to select Buick and GMC owners. Dealerships must enroll in the program. Original coupon must be presented by the customer at the time of service. See...
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...
When the Service Manager is Away - 06/30/2015
There are certain situations when service management must approve or authorize a warranty repair. Some require that approval before the work begins and others require approval before the transaction is submitted. Still other approvals are allowed after...
Part Warranty Coverage - 12/19/2018
... under Service Forms. Other certificates can be found in the Parts P&P manual. Lifetime warranty parts under the GM Certified Service Limited Lifetime Parts Warranty program changed January 1st, 2013. Parts sold prior to this date had a lifetime...
Electronic Exchange Program - 07/29/2015
Electronic Service Centers provide exchange service for certain components. The most common exchanges are for radios and instrument clusters. The Service Policy and Procedures manual lists GM's authorized Electronic Service Centers in Article 2.6 as well...
Policy Decisions - 10/03/2014
... presents itself at the dealership, 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...
It Takes a Village - 12/19/2014
Within the last year, changes were introduced by GM that clearly requires a lot more service management involvement with warranty transactions. We have written about all of these changes in past newsletters and we can empathize with the overwhelmed service...
2014 Certified Service Retail Plan - 02/27/2014
Dealers that enrolled in the Certified 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...
Aftermarket Service Contracts and Policy Repairs - 02/26/2013
GM began adding aftermarket service 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...
Maintenance Offers - 10/08/2012
... 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 well as Fleet and Commercial (FCO)...
Summary by Reject Reason - 06/07/2010
... the person submitting the transaction has the empowerment to do so. If a transaction requires service management approval, it must be given back to the service manager for review in situations where authorization may not be realized at the time of repair....
Authorization Codes - 01/10/2014
Authorization code empowerment is granted to a service manager 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...
Comeback Repeat Repairs - 09/02/2015
One of the components listed in the Service Management Authorization Matrix is the requirement for service management approval of a comeback repair prior to any work being performed. This means that the service manager must sign, date, and note the time...
Replacement Parts Warranty - 04/23/2018
... Other certificates can be found in the Parts P&P manual. GM CERTIFIED SERVICE LIMITED LIFETIME PARTS - Lifetime warranty parts under this program changed January 1st, 2013. Parts sold prior to this date had a lifetime warranty on the part and...
Bulletin 04-00-89-015J: - 03/26/2015
... in early March. The revisions were made to add the 2016 model year and clarify requirements service management authorization regarding diagnostic time in section 2, identify acceptable technician documentation in section 3, and provide diagnostic/add...
Updated GM Requirements for Maintenance Services - 01/28/2014
... honored, but they should first be informed that their maintenance plan only allows for four service events. Document on the job card the customer's request for an early oil change in the event it raises questions later on. All of the maintenance plans...
Empowerment: - 06/06/2012
GM has established guidelines for the effective use of service agent empowerment. These guidelines have been established to offer some continuity to the process and to provide the means for training dealership employees on making good quality, cost effective...
Emerging Issues - 01/24/2023
The GM Service Technical College (STC) Service Know-How Emerging Issues Seminars are offered monthly to provide service/technical information on current issues and GM certified repairs. The seminars feature guest Subject Matter Experts who discuss, and/or...
What Would You Do - 11/16 - 10/26/2016
... 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 that are available within the program's portfolio. In addition to fuel delivery,...
Service Policies & Procedures Recent Updates - 01/11/2016
The Service Policies and Procedures manual had several updates late last year. Here are some of the significant changes: 1.5 - Voided Warranties and Branded Titles: Through state vehicle registration records, GM receives branded title listings periodically,...
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...
Certified Elite Program - 06/08/2011
Do the hard work, get your service team on board, and you will be rewarded!Beginning June 30th, GM will launch the Certified Elite Program which will give certain dealers who maintain specific standards a greater level of empowerment. This will make getting...
Are You A Good Warranty Administrator Or A Great Warranty Administrator? - 04/27/2011
... time to question things they don't understand, asks for supporting documentation, and make certain service management approvals are complete.A good warranty administrator corrects mistakes made by service advisors and technicians before they file a warranty...
Warranty Performance Analysis - 03/11/2010
Mr. Dealer, have you read the GM Service Policies and Procedures Manual? Most car owners never read the owner's manual provided with their car until there is a problem. The sections of the Policy & Procedure Manual that deal with audit and record...
Is Your Job Card Filing System Compliant? - 02/02/2016
GM's policies for service agent records in support of service transactions, including warranty transactions, are intended to be flexible and adaptive given the potential variables which may exist, such as dealership size, volume, and type of job card...
GM Parts Ordering - 04/28/2016
Parts are ordered by a GM service agent in a variety of ways: DRO (Daily Replenishment Order), is the standard way of ordering parts for the service agent's stock of parts. Parts ordered DRO will be assigned to the first stocking location in the...
The New GlobalConnect - 09/03/2015
... are a few differences from the Global of past.The CAM-02 Report: This report is available in the Service Forms Application of GlobalConnect. From the GlobalConnect homepage, select Service from the Departments drop-down menu. From the Service page scroll...
GM Maintenance Program Specifics - 01/10/2014
... 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 services be performed only at...
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 ...
Electronic Service Centers provide exchange service for certain components. The most common exchanges are for radios and instrument clusters. The Service Policy and Procedures manual lists GM's authorized Electronic Service Centers in Article 2.6 as well...
Policy Decisions - 10/03/2014
... presents itself at the dealership, 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...
It Takes a Village - 12/19/2014
Within the last year, changes were introduced by GM that clearly requires a lot more service management involvement with warranty transactions. We have written about all of these changes in past newsletters and we can empathize with the overwhelmed service...
2014 Certified Service Retail Plan - 02/27/2014
Dealers that enrolled in the Certified 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...
Aftermarket Service Contracts and Policy Repairs - 02/26/2013
GM began adding aftermarket service 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...
Maintenance Offers - 10/08/2012
... 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 well as Fleet and Commercial (FCO)...
Summary by Reject Reason - 06/07/2010
... the person submitting the transaction has the empowerment to do so. If a transaction requires service management approval, it must be given back to the service manager for review in situations where authorization may not be realized at the time of repair....
Authorization Codes - 01/10/2014
Authorization code empowerment is granted to a service manager 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...
Comeback Repeat Repairs - 09/02/2015
One of the components listed in the Service Management Authorization Matrix is the requirement for service management approval of a comeback repair prior to any work being performed. This means that the service manager must sign, date, and note the time...
Replacement Parts Warranty - 04/23/2018
... Other certificates can be found in the Parts P&P manual. GM CERTIFIED SERVICE LIMITED LIFETIME PARTS - Lifetime warranty parts under this program changed January 1st, 2013. Parts sold prior to this date had a lifetime warranty on the part and...
Bulletin 04-00-89-015J: - 03/26/2015
... in early March. The revisions were made to add the 2016 model year and clarify requirements service management authorization regarding diagnostic time in section 2, identify acceptable technician documentation in section 3, and provide diagnostic/add...
Updated GM Requirements for Maintenance Services - 01/28/2014
... honored, but they should first be informed that their maintenance plan only allows for four service events. Document on the job card the customer's request for an early oil change in the event it raises questions later on. All of the maintenance plans...
Empowerment: - 06/06/2012
GM has established guidelines for the effective use of service agent empowerment. These guidelines have been established to offer some continuity to the process and to provide the means for training dealership employees on making good quality, cost effective...
Emerging Issues - 01/24/2023
The GM Service Technical College (STC) Service Know-How Emerging Issues Seminars are offered monthly to provide service/technical information on current issues and GM certified repairs. The seminars feature guest Subject Matter Experts who discuss, and/or...
What Would You Do - 11/16 - 10/26/2016
... 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 that are available within the program's portfolio. In addition to fuel delivery,...
Service Policies & Procedures Recent Updates - 01/11/2016
The Service Policies and Procedures manual had several updates late last year. Here are some of the significant changes: 1.5 - Voided Warranties and Branded Titles: Through state vehicle registration records, GM receives branded title listings periodically,...
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...
Certified Elite Program - 06/08/2011
Do the hard work, get your service team on board, and you will be rewarded!Beginning June 30th, GM will launch the Certified Elite Program which will give certain dealers who maintain specific standards a greater level of empowerment. This will make getting...
Are You A Good Warranty Administrator Or A Great Warranty Administrator? - 04/27/2011
... time to question things they don't understand, asks for supporting documentation, and make certain service management approvals are complete.A good warranty administrator corrects mistakes made by service advisors and technicians before they file a warranty...
Warranty Performance Analysis - 03/11/2010
Mr. Dealer, have you read the GM Service Policies and Procedures Manual? Most car owners never read the owner's manual provided with their car until there is a problem. The sections of the Policy & Procedure Manual that deal with audit and record...
Is Your Job Card Filing System Compliant? - 02/02/2016
GM's policies for service agent records in support of service transactions, including warranty transactions, are intended to be flexible and adaptive given the potential variables which may exist, such as dealership size, volume, and type of job card...
GM Parts Ordering - 04/28/2016
Parts are ordered by a GM service agent in a variety of ways: DRO (Daily Replenishment Order), is the standard way of ordering parts for the service agent's stock of parts. Parts ordered DRO will be assigned to the first stocking location in the...
The New GlobalConnect - 09/03/2015
... are a few differences from the Global of past.The CAM-02 Report: This report is available in the Service Forms Application of GlobalConnect. From the GlobalConnect homepage, select Service from the Departments drop-down menu. From the Service page scroll...
GM Maintenance Program Specifics - 01/10/2014
... 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 services be performed only at...
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 ...
Documentation of Approval - 02/21/2019
We write frequently about service management approval in Warranty News because it is a critical part of warranty compliance and must be spelled out correctly on the job card. Management approval requires specific elements: signature (or initials), date,...
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...
Forum - 03/11/2024
... 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 to Perform Repairs for details on Service Management authorization on stock...
Re: GM MESSASE G-0000093940 - 09/21/2011
It actually never went away. It was going to be discontinued and then that was put on hold; and yes, now announced that Lifetime parts guarantee is here to stay.
The New Certified Pre-Owned Program - 09/19/2011
... and a copy of this inspection checklist must be 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...
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...
Service Update 11241 - 09/19/2011
... and now expires with the vehicle PZEV (Partial Zero Emissions Vehicle) Emissions Warranty. This service update effects approximately 4,300 2010 Buick Lucerne vehicles built with a V6 engine. The bulletin specifically states that this update will address...
GM Service Policy & Procedures Updates - 10/14/2011
The GM Service Policy and Procedures manual underwent an update in September. The following are some of the notable changes from this revision:(Article 1.2.1.2) Adjustments and Wear Items - Just added to the list of items not covered due to vehicle use,...
Service Information and Labour Operations - 08/09/2011
... Manual spells this out in Article 1.6.2.12. However, beginning with the 2010 model year, Service Information provides labour operations for some repairs in the repair instructions section. Once you have built your vehicle in the main SI screen, select...
Cost Per Vehicle Serviced - 04/27/2011
The warranty CPVS is an important dollar figure that service management should pay close attention to. You can see your dealership's CPVS in the Service Agent Detail section under Analyze Warranty. For tools to help with a detailed analysis of your warranty...
Service Solutions: Going the Extra Mile with Documentation - 06/08/2011
... This required information 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...
Going the Extra Mile: Service Documentation - 06/30/2011
The service department is a dynamic environment. It is fast passed and performance driven. Technician and service management's time comes at a premium. This environment allows little room for error. Because of this, job card documentation is often limited...
Cadillac Roadside Service Program - 06/30/2011
A new labour operation has been released to use for battery replacements under the Cadillac Roadside Service Program. Dealers should stop using operation N0110 and begin using Z8004 for warranty battery replacements associated with the roadside program....
Completing the Repair - 04/12/2011
There are certain processes or procedures that must be followed for each and every repair made in the service department, even those that are only scheduled for an oil change.Those processes are an integral part of the service department operating standards....
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...
Let The Weather Drive Service! - 11/18/2010
... and ice 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....
The ABC's of Human Interaction - 11/18/2010
... honeymoon on the Saturday before I arrived on Monday. I collected the claims to be audited, the service department roster containing technician numbers, and began to audit. Shortly into the audit I discovered a claim dated on the Sunday before I had...
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...
From the Desk of a Service Manager - 03/11/2010
Many dealers spend a considerable amount of time researching different Dealer Management System options for their stores; hoping to save money. Those same dealers may have to stay with their current DMS due to a lengthy contract that is not to term, but ...
Service Agent Trade Indicator - 02/04/2010
If a part is not available through normal distribution channels the service agent has the option to acquire the part from a local source. If this becomes necessary the service agent must check the Service Agent Trade box. Additionally, the part quantity,...
From the Desk of a Service Manager - 02/04/2010
Take a moment to remember when the last time was that the service manager worked with the parts manager to analyze the state of the dealership's parts inventory and those processes that relate to both the service and parts functions. Maybe the meeting...
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...
From the Desk of a Service Manager - 01/06/2010
Performing thorough GM recommended vehicle 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...
GM Routed Transactions - 06/07/2010
... new warranty administrator at a dealership recently, a number of transactions were reviewed by the service manager and in a stack for the warranty administrator to submit. A sticky note was attached to several that stated "H-route". The note did not...
From the Desk of a Service Manager - 06/07/2010
... onsite, it looked like one heck of a day to sell cars.I called that store the next morning from my service desk. The new car sales manager said that at one time they had counted approximately 100 people in the dealership. At least a dozen new cars were...
We write frequently about service management approval in Warranty News because it is a critical part of warranty compliance and must be spelled out correctly on the job card. Management approval requires specific elements: signature (or initials), date,...
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...
Forum - 03/11/2024
... 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 to Perform Repairs for details on Service Management authorization on stock...
Re: GM MESSASE G-0000093940 - 09/21/2011
It actually never went away. It was going to be discontinued and then that was put on hold; and yes, now announced that Lifetime parts guarantee is here to stay.
The New Certified Pre-Owned Program - 09/19/2011
... and a copy of this inspection checklist must be 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...
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...
Service Update 11241 - 09/19/2011
... and now expires with the vehicle PZEV (Partial Zero Emissions Vehicle) Emissions Warranty. This service update effects approximately 4,300 2010 Buick Lucerne vehicles built with a V6 engine. The bulletin specifically states that this update will address...
GM Service Policy & Procedures Updates - 10/14/2011
The GM Service Policy and Procedures manual underwent an update in September. The following are some of the notable changes from this revision:(Article 1.2.1.2) Adjustments and Wear Items - Just added to the list of items not covered due to vehicle use,...
Service Information and Labour Operations - 08/09/2011
... Manual spells this out in Article 1.6.2.12. However, beginning with the 2010 model year, Service Information provides labour operations for some repairs in the repair instructions section. Once you have built your vehicle in the main SI screen, select...
Cost Per Vehicle Serviced - 04/27/2011
The warranty CPVS is an important dollar figure that service management should pay close attention to. You can see your dealership's CPVS in the Service Agent Detail section under Analyze Warranty. For tools to help with a detailed analysis of your warranty...
Service Solutions: Going the Extra Mile with Documentation - 06/08/2011
... This required information 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...
Going the Extra Mile: Service Documentation - 06/30/2011
The service department is a dynamic environment. It is fast passed and performance driven. Technician and service management's time comes at a premium. This environment allows little room for error. Because of this, job card documentation is often limited...
Cadillac Roadside Service Program - 06/30/2011
A new labour operation has been released to use for battery replacements under the Cadillac Roadside Service Program. Dealers should stop using operation N0110 and begin using Z8004 for warranty battery replacements associated with the roadside program....
Completing the Repair - 04/12/2011
There are certain processes or procedures that must be followed for each and every repair made in the service department, even those that are only scheduled for an oil change.Those processes are an integral part of the service department operating standards....
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...
Let The Weather Drive Service! - 11/18/2010
... and ice 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....
The ABC's of Human Interaction - 11/18/2010
... honeymoon on the Saturday before I arrived on Monday. I collected the claims to be audited, the service department roster containing technician numbers, and began to audit. Shortly into the audit I discovered a claim dated on the Sunday before I had...
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...
From the Desk of a Service Manager - 03/11/2010
Many dealers spend a considerable amount of time researching different Dealer Management System options for their stores; hoping to save money. Those same dealers may have to stay with their current DMS due to a lengthy contract that is not to term, but ...
Service Agent Trade Indicator - 02/04/2010
If a part is not available through normal distribution channels the service agent has the option to acquire the part from a local source. If this becomes necessary the service agent must check the Service Agent Trade box. Additionally, the part quantity,...
From the Desk of a Service Manager - 02/04/2010
Take a moment to remember when the last time was that the service manager worked with the parts manager to analyze the state of the dealership's parts inventory and those processes that relate to both the service and parts functions. Maybe the meeting...
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...
From the Desk of a Service Manager - 01/06/2010
Performing thorough GM recommended vehicle 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...
GM Routed Transactions - 06/07/2010
... new warranty administrator at a dealership recently, a number of transactions were reviewed by the service manager and in a stack for the warranty administrator to submit. A sticky note was attached to several that stated "H-route". The note did not...
From the Desk of a Service Manager - 06/07/2010
... onsite, it looked like one heck of a day to sell cars.I called that store the next morning from my service desk. The new car sales manager said that at one time they had counted approximately 100 people in the dealership. At least a dozen new cars were...
From the Desk of a Service Manager - 05/12/2010
... to make difficult decisions 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...
Customer Concern Verification Sheets - 04/13/2010
GM supplies a number of worksheets found in various bulletins and on GlobalConnect within the service forms tab. These worksheets, when used properly, capture important information to support warranty transactions.One worksheet we discuss in our Warranty...
From the Desk of a Service Manager - 04/13/2010
... 30 plus years or just a few months you hold a pivotal 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...
Technical Service Bulletins - 07/30/2019
Technical Service Bulletins 18-NA-355 and 19-NA-121 have been updated to eliminate the diagnostics portion within the bulletin. The labor time associated with the diagnostic procedure has also been removed. Vehicles that experience a suspected shudder...
The Service Process - 06/26/2019
There are certain processes or procedures that must be followed for each and every repair made in the service department, even those that are only scheduled for a maintenance visit. Those processes are an integral part of the service department operating...
Service Training Standards - 04/22/2019
Quarterly STS minimum thresholds as a standard for dealer empowerment is resuming. Dealers that obtain a minimum of 85% overall STS by the end of this quarter, June 30, 2019, will retain standard empowerment which enables them to continue to self-authorize ...
Service Agent Records in Support of Warranty Transactions - 04/22/2019
... time-to-time, GM representatives may request certain records in support of warranty and other services performed. When this occurs, the service agent will be advised as to the specific documents needed and the format for which the information is to be...
Certified Service Mobile Toolbox - 04/22/2019
The Certified Service Mobile Toolbox (CSMT) application is available for most mobile devices. The app features allow dealership personnel to be immediately notified via their mobile communication device when new or updated field action/recalls are being...
Service Video - 03/27/2019
Dealership service technicians are using video and phone technology to boost service 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...
Components & Services with Limited Coverage - 03/27/2019
The bumper-to-bumper warranty is actually a limited warranty and there are a few repairs that aren’t covered under this warranty. Certain repairs have a time or mileage limitation. Below are examples of repairs that are only covered up to a specific ...
Warranty Job Cards and In-Service Dates - 02/21/2019
... when generating a job card: Job card open date indicating when the vehicle was received at the Service Agent. Date must reflect the month date and year. Complete VIN (one vehicle per job card) Odometer reading as physically inspected on the vehicle...
Goodyear Tire Service - 11/29/2018
The Roll by Goodyear program is being introduced to provide a service that lets the consumer choose from a number of delivery methods after purchasing tires online. The service offers the choice of having a Goodyear technician install the tires at the...
Shuttle Service: Is Your Dealership Claiming It? - 11/29/2018
... include a rental vehicle, fuel reimbursement, public transportation reimbursement, and shuttle service. Three of these four options can be used for qualifying overnight repair situations. The fourth, shuttle service, both one-way and two-way, is intended...
Service Agent Self Authorization - 10/23/2018
Certain repairs require authorization by designated Service Agent service management or GM personnel. When authorization is necessary it is the responsibility of service management to determine the specific authorization needed, ensure the reason for...
Service Management Approvals & Authorizations - 10/23/2018
Service management approval is documented in the form of a signature or initials, date and time that the approval was made, and explanation. This approval indicates management involvement and consent for repairs that fall outside of the predetermined ...
Mobile Mechanic Service - 08/20/2018
... alternative to fuel stops, but has broadened its business model to exploring ways to work with the service departments of franchised new vehicle dealerships, especially General Motors dealerships. In certain markets, vehicle owners can connect their...
Components and Services with Limited Coverage - 12/29/2020
Every GM vehicle sold comes with an owner’s manual which details, among other things, services that are considered maintenance after either 7,500 miles, or for some services, 12 months. Since not many people ever open their owner’s manual,...
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%...
Components and Services with Limited Coverage - 06/23/2020
The bumper-to-bumper warranty is a limited warranty and there are a few repairs that aren’t covered under this warranty. Certain repairs have a time or mileage limitation. Below are examples of repairs that are only covered up to a specific time ...
Shuttle Service Temporarily Expanded - 05/29/2020
... or minimizes the need for them to enter your facility. Additionally, when your customer makes a service appointment you can let them know about this service, if your dealership decides to offer it. As a reminder, all courtesy transportation options are...
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...
Flushing Services - 03/27/2020
Bulletin 04-06-01-029 addresses unscheduled supplemental services (including flushing services and additives) as well as the proper use of GM Simplified Maintenance Schedules. The recent update includes the addition of the 2019-20 model years and to remove...
Service Policies and Procedures Updates - 03/27/2020
The Service Policies and Procedures manual was updated March 16th, 2020, the following are a few of the updated topics: The parts retention period has been reduced from 15 days to 7. Warranty parts, with the exception of recall parts and parts that have...
Service Policies and Procedures - 01/03/2020
The Service Policies and Procedures Manuals are now found within the Sales, Service, Parts Policy and Procedures App. When you access the app you will see a Sales button and a Service & Parts button. Click the Service & Parts button to go to the...
Courtesy Transportation Bulletin 07-00-89-037 - 12/02/2019
... of the bumper-to-bumper warranty covered by an Emissions or Corrosion warranty, non-warranty services, GM brand maintenance service, Part warranty transactions (ZPTI and ZPTC), non-GM brand rental vehicles, and during services provided to vehicles in...
... to make difficult decisions 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...
Customer Concern Verification Sheets - 04/13/2010
GM supplies a number of worksheets found in various bulletins and on GlobalConnect within the service forms tab. These worksheets, when used properly, capture important information to support warranty transactions.One worksheet we discuss in our Warranty...
From the Desk of a Service Manager - 04/13/2010
... 30 plus years or just a few months you hold a pivotal 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...
Technical Service Bulletins - 07/30/2019
Technical Service Bulletins 18-NA-355 and 19-NA-121 have been updated to eliminate the diagnostics portion within the bulletin. The labor time associated with the diagnostic procedure has also been removed. Vehicles that experience a suspected shudder...
The Service Process - 06/26/2019
There are certain processes or procedures that must be followed for each and every repair made in the service department, even those that are only scheduled for a maintenance visit. Those processes are an integral part of the service department operating...
Service Training Standards - 04/22/2019
Quarterly STS minimum thresholds as a standard for dealer empowerment is resuming. Dealers that obtain a minimum of 85% overall STS by the end of this quarter, June 30, 2019, will retain standard empowerment which enables them to continue to self-authorize ...
Service Agent Records in Support of Warranty Transactions - 04/22/2019
... time-to-time, GM representatives may request certain records in support of warranty and other services performed. When this occurs, the service agent will be advised as to the specific documents needed and the format for which the information is to be...
Certified Service Mobile Toolbox - 04/22/2019
The Certified Service Mobile Toolbox (CSMT) application is available for most mobile devices. The app features allow dealership personnel to be immediately notified via their mobile communication device when new or updated field action/recalls are being...
Service Video - 03/27/2019
Dealership service technicians are using video and phone technology to boost service 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...
Components & Services with Limited Coverage - 03/27/2019
The bumper-to-bumper warranty is actually a limited warranty and there are a few repairs that aren’t covered under this warranty. Certain repairs have a time or mileage limitation. Below are examples of repairs that are only covered up to a specific ...
Warranty Job Cards and In-Service Dates - 02/21/2019
... when generating a job card: Job card open date indicating when the vehicle was received at the Service Agent. Date must reflect the month date and year. Complete VIN (one vehicle per job card) Odometer reading as physically inspected on the vehicle...
Goodyear Tire Service - 11/29/2018
The Roll by Goodyear program is being introduced to provide a service that lets the consumer choose from a number of delivery methods after purchasing tires online. The service offers the choice of having a Goodyear technician install the tires at the...
Shuttle Service: Is Your Dealership Claiming It? - 11/29/2018
... include a rental vehicle, fuel reimbursement, public transportation reimbursement, and shuttle service. Three of these four options can be used for qualifying overnight repair situations. The fourth, shuttle service, both one-way and two-way, is intended...
Service Agent Self Authorization - 10/23/2018
Certain repairs require authorization by designated Service Agent service management or GM personnel. When authorization is necessary it is the responsibility of service management to determine the specific authorization needed, ensure the reason for...
Service Management Approvals & Authorizations - 10/23/2018
Service management approval is documented in the form of a signature or initials, date and time that the approval was made, and explanation. This approval indicates management involvement and consent for repairs that fall outside of the predetermined ...
Mobile Mechanic Service - 08/20/2018
... alternative to fuel stops, but has broadened its business model to exploring ways to work with the service departments of franchised new vehicle dealerships, especially General Motors dealerships. In certain markets, vehicle owners can connect their...
Components and Services with Limited Coverage - 12/29/2020
Every GM vehicle sold comes with an owner’s manual which details, among other things, services that are considered maintenance after either 7,500 miles, or for some services, 12 months. Since not many people ever open their owner’s manual,...
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%...
Components and Services with Limited Coverage - 06/23/2020
The bumper-to-bumper warranty is a limited warranty and there are a few repairs that aren’t covered under this warranty. Certain repairs have a time or mileage limitation. Below are examples of repairs that are only covered up to a specific time ...
Shuttle Service Temporarily Expanded - 05/29/2020
... or minimizes the need for them to enter your facility. Additionally, when your customer makes a service appointment you can let them know about this service, if your dealership decides to offer it. As a reminder, all courtesy transportation options are...
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...
Flushing Services - 03/27/2020
Bulletin 04-06-01-029 addresses unscheduled supplemental services (including flushing services and additives) as well as the proper use of GM Simplified Maintenance Schedules. The recent update includes the addition of the 2019-20 model years and to remove...
Service Policies and Procedures Updates - 03/27/2020
The Service Policies and Procedures manual was updated March 16th, 2020, the following are a few of the updated topics: The parts retention period has been reduced from 15 days to 7. Warranty parts, with the exception of recall parts and parts that have...
Service Policies and Procedures - 01/03/2020
The Service Policies and Procedures Manuals are now found within the Sales, Service, Parts Policy and Procedures App. When you access the app you will see a Sales button and a Service & Parts button. Click the Service & Parts button to go to the...
Courtesy Transportation Bulletin 07-00-89-037 - 12/02/2019
... of the bumper-to-bumper warranty covered by an Emissions or Corrosion warranty, non-warranty services, GM brand maintenance service, Part warranty transactions (ZPTI and ZPTC), non-GM brand rental vehicles, and during services provided to vehicles in...
Cost Per Vehicle Serviced (CPVS) - 12/02/2019
The warranty CPVS is an important dollar figure that service management should pay close attention to. You can see your dealership’s CPVS in the Service Agent Detail section under Analyze Warranty. For tools to help with a detailed analysis of your...
Certified Service Instant Value Certificate - 04/23/2018
... time. Dealerships 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...
Maintenance Service Rejects - 07/23/2018
... before you submit them. One reject we see far too often are rejects for the GM maintenance 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...
Service Agent Self-Review (SASR) - 05/22/2018
The SASR Process is a management tool designed to assist Service Agents in the accurate and compliant administration of GM warranty. This tool, driven by an automated monthly analysis in Global Warranty Management (GWM), identifies anomalies in a Service...
Lucky 7 Service Conquest Program - 01/22/2018
... The price match offer does not apply to the following: parts only purchases, future visits or lifetime offers, financing agreements and service contracts, wholesale stores, collision repairs, non-GM recommended services, or prices of items found on the...
In-Service Date and Job Cards - 07/25/2017
... date, and year Complete 17-character VIN Odometer reading taken from the vehicle Delivery or in-service date (as applicable) Owner, lessee, or operator name and contact information Service Advisor ID (name or code) Customer’s signature that provides...
SAASR Page Two - CPVS & Vehicles Serviced - 08/21/2017
CPVS = the total adjusted expense divided by the total vehicles serviced by that service agent, reported as a three month rolling trend (go to the Current Metrics section on page one of the report to find your store’s total expense [adjusted] and...
Field Service Engineer - 08/22/2017
... Product Engineering on field issues, and provide state of health feedback as a basis for improving service department performance. With many FSE’s being asked to work on vehicles beyond warranty, FSE leadership implemented a new process on August...
Service Update Bulletin 17377 - 11/21/2017
A screenshot of the programming result is not a requirement when performing the inflatable restraint sensing and diagnostic module reprogramming procedure associated with SUB 17377. Previously a statement was displayed in Tis2Web during the programming ...
Service Training Standard - 10/24/2017
... required to maintain standard dealer empowerment levels. Dealers are expected to achieve a 100% Service Training Standard threshold by the end of the year, December 31, 2017. ...
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...
Service Update Bulletin - 05/22/2017
... 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 of improved OBD System Software. Owners on...
Service Agent Self-Review Process Revision - 04/17/2017
After reviewing dealer feedback regarding the SASR process, GM has made the decision to shorten the Observation Period durations. Previously a dealer entered into an observation period (cycle) and remained in that period for 120 days. Dealers felt ...
Service Programming System - 03/21/2017
Service Programming System (SPS) is a system that enables the service technician to update control module software. Specific labor operations are used to submit warranty claims for control module reprogramming. The operation allows for the reprogramming ...
Add-On Concern - Service Manager Verification - 02/17/2017
... 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 key words from the statement above: inspected and...
New Service Management Authorization Matrix - 10/26/2016
Service Policy & Procedures Article 3.2.13 and the Required Operating Procedures bulletin 04-00-89-015N have been revised to include a new Service Management Authorization Matrix. The new matrix has an effective date of October 1, 2016. To best view ...
Service Policy and Procedure Update Preview - 09/27/2016
The P&P updates: Effective October 1, 2016: DMA/DMC notification and approval is required via the Empowerment Portal for rentals four days and beyond. Effective October 1, 2016: DMA/DMC approval is required via the Empowerment Portal for ...
Slotted Service Keys - 09/27/2016
Certain Buick, Cadillac, Chevrolet, Oldsmobile, and Pontiac vehicles may have been involved in 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 ...
Service Update Bulletin - 07/28/2016
A Service Update Bulletin involves the immediate correction of new/unsold 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...
Service Training Standards - 11/18/2013
... as the 2013 calendar year nears completion, a recent administrative message was posted to remind service agents that there is still time to get your technicians to that 100% mark.When in the Center of Learning home page, view the Service Training Standards...
Parts and Accessories Warranty Coverage - 07/03/2013
... as a result of the covered part failure, GM will pay for the tow. The Certified Service Limited Lifetime Parts Warranty does not include towing coverage after 12 months. Finally, if the part being installed on the customer's vehicle is a remanufactured...
Service Management Authorization for OLH - 07/30/2013
A reminder from the latest release of the GM Service Policies and Procedures Manual: "Service management approval, in the form of an explanation with date, time and signature is required for the technician to proceed with other labour hours. Service management...
Required Operating Procedures aka The 18 Point Bulletin - 07/30/2013
The "18 Point" Service Bulletin, 04-00-89-015E Required Operating Procedures, has undergone an update to provide detail on the 10 most important topics from the Policy and Procedures Manual and the Global Warranty Management User's Manual. The following...
GM Certified Service Employee Discount Program - 02/26/2013
... 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 based on the total customer pay...
Service Contract Popularity - 03/11/2013
Service contracts are increasing in popularity as car repair costs rise. Consumers purchased more than 10 million service contracts in 2012 for both new and used vehicles. These contracts offer value and predictability by protecting a vehicle long after ...
The warranty CPVS is an important dollar figure that service management should pay close attention to. You can see your dealership’s CPVS in the Service Agent Detail section under Analyze Warranty. For tools to help with a detailed analysis of your...
Certified Service Instant Value Certificate - 04/23/2018
... time. Dealerships 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...
Maintenance Service Rejects - 07/23/2018
... before you submit them. One reject we see far too often are rejects for the GM maintenance 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...
Service Agent Self-Review (SASR) - 05/22/2018
The SASR Process is a management tool designed to assist Service Agents in the accurate and compliant administration of GM warranty. This tool, driven by an automated monthly analysis in Global Warranty Management (GWM), identifies anomalies in a Service...
Lucky 7 Service Conquest Program - 01/22/2018
... The price match offer does not apply to the following: parts only purchases, future visits or lifetime offers, financing agreements and service contracts, wholesale stores, collision repairs, non-GM recommended services, or prices of items found on the...
In-Service Date and Job Cards - 07/25/2017
... date, and year Complete 17-character VIN Odometer reading taken from the vehicle Delivery or in-service date (as applicable) Owner, lessee, or operator name and contact information Service Advisor ID (name or code) Customer’s signature that provides...
SAASR Page Two - CPVS & Vehicles Serviced - 08/21/2017
CPVS = the total adjusted expense divided by the total vehicles serviced by that service agent, reported as a three month rolling trend (go to the Current Metrics section on page one of the report to find your store’s total expense [adjusted] and...
Field Service Engineer - 08/22/2017
... Product Engineering on field issues, and provide state of health feedback as a basis for improving service department performance. With many FSE’s being asked to work on vehicles beyond warranty, FSE leadership implemented a new process on August...
Service Update Bulletin 17377 - 11/21/2017
A screenshot of the programming result is not a requirement when performing the inflatable restraint sensing and diagnostic module reprogramming procedure associated with SUB 17377. Previously a statement was displayed in Tis2Web during the programming ...
Service Training Standard - 10/24/2017
... required to maintain standard dealer empowerment levels. Dealers are expected to achieve a 100% Service Training Standard threshold by the end of the year, December 31, 2017. ...
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...
Service Update Bulletin - 05/22/2017
... 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 of improved OBD System Software. Owners on...
Service Agent Self-Review Process Revision - 04/17/2017
After reviewing dealer feedback regarding the SASR process, GM has made the decision to shorten the Observation Period durations. Previously a dealer entered into an observation period (cycle) and remained in that period for 120 days. Dealers felt ...
Service Programming System - 03/21/2017
Service Programming System (SPS) is a system that enables the service technician to update control module software. Specific labor operations are used to submit warranty claims for control module reprogramming. The operation allows for the reprogramming ...
Add-On Concern - Service Manager Verification - 02/17/2017
... 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 key words from the statement above: inspected and...
New Service Management Authorization Matrix - 10/26/2016
Service Policy & Procedures Article 3.2.13 and the Required Operating Procedures bulletin 04-00-89-015N have been revised to include a new Service Management Authorization Matrix. The new matrix has an effective date of October 1, 2016. To best view ...
Service Policy and Procedure Update Preview - 09/27/2016
The P&P updates: Effective October 1, 2016: DMA/DMC notification and approval is required via the Empowerment Portal for rentals four days and beyond. Effective October 1, 2016: DMA/DMC approval is required via the Empowerment Portal for ...
Slotted Service Keys - 09/27/2016
Certain Buick, Cadillac, Chevrolet, Oldsmobile, and Pontiac vehicles may have been involved in 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 ...
Service Update Bulletin - 07/28/2016
A Service Update Bulletin involves the immediate correction of new/unsold 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...
Service Training Standards - 11/18/2013
... as the 2013 calendar year nears completion, a recent administrative message was posted to remind service agents that there is still time to get your technicians to that 100% mark.When in the Center of Learning home page, view the Service Training Standards...
Parts and Accessories Warranty Coverage - 07/03/2013
... as a result of the covered part failure, GM will pay for the tow. The Certified Service Limited Lifetime Parts Warranty does not include towing coverage after 12 months. Finally, if the part being installed on the customer's vehicle is a remanufactured...
Service Management Authorization for OLH - 07/30/2013
A reminder from the latest release of the GM Service Policies and Procedures Manual: "Service management approval, in the form of an explanation with date, time and signature is required for the technician to proceed with other labour hours. Service management...
Required Operating Procedures aka The 18 Point Bulletin - 07/30/2013
The "18 Point" Service Bulletin, 04-00-89-015E Required Operating Procedures, has undergone an update to provide detail on the 10 most important topics from the Policy and Procedures Manual and the Global Warranty Management User's Manual. The following...
GM Certified Service Employee Discount Program - 02/26/2013
... 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 based on the total customer pay...
Service Contract Popularity - 03/11/2013
Service contracts are increasing in popularity as car repair costs rise. Consumers purchased more than 10 million service contracts in 2012 for both new and used vehicles. These contracts offer value and predictability by protecting a vehicle long after ...
Service Up Front - 04/12/2013
The latest trend: dealerships putting the service department in the front of the building next to the showroom. Future service departments will be bigger and grander than those in the past, which were more often small, noisy garages located at the back...
Service Update Bulletins and Stock Units - 05/14/2013
... Sometimes these field actions need to be performed on vehicles that have yet to be sold. A service update bulletin involves the immediate correction of new or unsold vehicles in a service agent's inventory. This type of field action is usually implemented...
Isuzu Ascender - 04/12/2013
... in the driver door switch. Both of the bulletins include Isuzu Ascender vehicles. Some Isuzu service facilities may not have the necessary equipment to program the door switch module. Therefore, when necessary some Isuzu service facilities may sublet...
Disclosure of non-GM parts & non-GM Service Contracts - 07/03/2013
... must be clearly documented on the job card and the customer must receive a written notice. Service agents are also required to disclose to the customer any modifications made or parts and/or accessories installed on the vehicle that are non-GM Approved....
Certified Service Employee Discount Program - 06/06/2012
GM announced in early May of this year that the Certified Service GM Employee Discount Program has been extended through 12/31/2012. The program offers all US GM salaried, hourly and retired employees a discount towards customer pay service or parts purchases...
Service Engine Soon Light - 06/06/2012
Certain vehicles with Gen4 V8 engines may have a condition in which the service engine soon light is illuminated, the engine runs rough, or #1 and/or #7 spark plugs are cracked or oil fouled. DTC P0300 may be set. The condition may be caused by PCV pullover...
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...
Service Engine Soon Light - 05/02/2012
... vehicles equipped with a Gen4 V8 engine built before February 1, 2011, may have a concern with the service engine soon light being on and/or rough running engine. DTC P0300 may be set. Technicians may find cylinder #1 and #7 spark plugs oil fouled and/or...
Transmission Flush - 02/07/2012
... the removal of the transmission service from the owner's manual. Many manufacturers are using lifetime oil, making flush and fill services unnecessary, except for some that require the service after an extended time in service, at 10 years or 150,000...
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
... 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 a customer's aftermarket extended...
Update to Service Procedure - 08/30/2012
GM has issued an update to the service procedure listed in PI0029H. The PI addresses a squeak or rub type noise when turning the steering wheel at slow speeds. Affected vehicles include the 2008-2011 Buick Enclave, 2009-2011 Chevrolet Traverse, 2007-2011...
Service Programming System Warranty Transactions - 08/30/2012
... the warranty information section and an added reference to the module programming and setup in the service manual.There are 18 labour operations listed in the bulletin, which are also found in the LTG, for module programming. Modules are programmed using...
Service Retention - 08/30/2012
... 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 expiration. Approximately 1 in 4 US vehicle owners have a dealer/OEM prepaid or free...
Reject of the Month - 07/02/2012
846: Outside Factory Warranty. Aftermarket Extended Service Contract Found. Aftermarket Non-GM Service Contract information is currently being loaded into GlobalConnect IVH. The term "Aftermkt Non-GM Contract" will be displayed in the Service Contract...
Best Practices - 01/24/2013
... procedures.When defined methods, processes, systems or practices 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...
2013 National Certified Service Retail Plan - 01/24/2013
GM reports this program was a success 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, ...
The GM Service Policies and Procedures Manual Update - 11/05/2012
The GM Service Policies and Procedures Manual was updated in mid-October of this year. The GM Service Policies and Procedures Manual was updated in mid-October of this year. The following are a few of the significant changes made for the 2012 edition.Article...
Service Training Standards - 10/08/2012
Beginning January 1, 2013, individual dealer STS requirements will be determined by a dealer's VINs serviced rather than VINs sold. This methodology better aligns service training with overall technical training goals. Job cards for warranty and customer...
Courtesy Transportation - 01/10/2014
Earlier this month the Policies and Procedures Manual was updated, and among the updates was a change in the service management requirement of approving rental days. Previously, service management was required to approve two or more rental days for Chevrolet,...
Service Update Bulletin 13330 - 02/27/2014
SUB 13330 was cancelled effective January 25, 2014. All warranty transactions for this SUB were to be submitted prior to the cancellation date. All vehicles that were involved in SUB 13330, which addressed incorrect calibrations values in the Active Fuel ...
Service Update Bulletin 14002A - 02/27/2014
... item amount for Daubert Nox-Rust and Lloyds Kryptonite Metal Treatment. The bulletin provides a service procedure to inspect, and if necessary, repair the appearance of underbody components on involved vehicles. ...
Service Consultant Dashboard - 04/03/2014
... to the Global Warranty system.Applicable Warranty Section of IVH:Applicable Warranties Section of Service Consultant Dashboard:Any additional service, beyond the first four, will be performed at either the dealer or customer's expense. The Alerts and...
Non Serviceable Bracket - 07/01/2014
... the bracket onto the windshield. These vehicles have a revised bracket design that is not serviceable. It is necessary to replace the windshield glass assembly. The bracket comes installed on the new glass. ...
4G Service - 06/06/2014
... curious. The wide pricing spectrum reflects the uncertainty around future demand for GM's 4G LTE service. The 4G LTE service will be first available with the 2015 Chevrolet Malibu. The feature is several times faster than 3G service, and will be available...
The latest trend: dealerships putting the service department in the front of the building next to the showroom. Future service departments will be bigger and grander than those in the past, which were more often small, noisy garages located at the back...
Service Update Bulletins and Stock Units - 05/14/2013
... Sometimes these field actions need to be performed on vehicles that have yet to be sold. A service update bulletin involves the immediate correction of new or unsold vehicles in a service agent's inventory. This type of field action is usually implemented...
Isuzu Ascender - 04/12/2013
... in the driver door switch. Both of the bulletins include Isuzu Ascender vehicles. Some Isuzu service facilities may not have the necessary equipment to program the door switch module. Therefore, when necessary some Isuzu service facilities may sublet...
Disclosure of non-GM parts & non-GM Service Contracts - 07/03/2013
... must be clearly documented on the job card and the customer must receive a written notice. Service agents are also required to disclose to the customer any modifications made or parts and/or accessories installed on the vehicle that are non-GM Approved....
Certified Service Employee Discount Program - 06/06/2012
GM announced in early May of this year that the Certified Service GM Employee Discount Program has been extended through 12/31/2012. The program offers all US GM salaried, hourly and retired employees a discount towards customer pay service or parts purchases...
Service Engine Soon Light - 06/06/2012
Certain vehicles with Gen4 V8 engines may have a condition in which the service engine soon light is illuminated, the engine runs rough, or #1 and/or #7 spark plugs are cracked or oil fouled. DTC P0300 may be set. The condition may be caused by PCV pullover...
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...
Service Engine Soon Light - 05/02/2012
... vehicles equipped with a Gen4 V8 engine built before February 1, 2011, may have a concern with the service engine soon light being on and/or rough running engine. DTC P0300 may be set. Technicians may find cylinder #1 and #7 spark plugs oil fouled and/or...
Transmission Flush - 02/07/2012
... the removal of the transmission service from the owner's manual. Many manufacturers are using lifetime oil, making flush and fill services unnecessary, except for some that require the service after an extended time in service, at 10 years or 150,000...
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
... 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 a customer's aftermarket extended...
Update to Service Procedure - 08/30/2012
GM has issued an update to the service procedure listed in PI0029H. The PI addresses a squeak or rub type noise when turning the steering wheel at slow speeds. Affected vehicles include the 2008-2011 Buick Enclave, 2009-2011 Chevrolet Traverse, 2007-2011...
Service Programming System Warranty Transactions - 08/30/2012
... the warranty information section and an added reference to the module programming and setup in the service manual.There are 18 labour operations listed in the bulletin, which are also found in the LTG, for module programming. Modules are programmed using...
Service Retention - 08/30/2012
... 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 expiration. Approximately 1 in 4 US vehicle owners have a dealer/OEM prepaid or free...
Reject of the Month - 07/02/2012
846: Outside Factory Warranty. Aftermarket Extended Service Contract Found. Aftermarket Non-GM Service Contract information is currently being loaded into GlobalConnect IVH. The term "Aftermkt Non-GM Contract" will be displayed in the Service Contract...
Best Practices - 01/24/2013
... procedures.When defined methods, processes, systems or practices 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...
2013 National Certified Service Retail Plan - 01/24/2013
GM reports this program was a success 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, ...
The GM Service Policies and Procedures Manual Update - 11/05/2012
The GM Service Policies and Procedures Manual was updated in mid-October of this year. The GM Service Policies and Procedures Manual was updated in mid-October of this year. The following are a few of the significant changes made for the 2012 edition.Article...
Service Training Standards - 10/08/2012
Beginning January 1, 2013, individual dealer STS requirements will be determined by a dealer's VINs serviced rather than VINs sold. This methodology better aligns service training with overall technical training goals. Job cards for warranty and customer...
Courtesy Transportation - 01/10/2014
Earlier this month the Policies and Procedures Manual was updated, and among the updates was a change in the service management requirement of approving rental days. Previously, service management was required to approve two or more rental days for Chevrolet,...
Service Update Bulletin 13330 - 02/27/2014
SUB 13330 was cancelled effective January 25, 2014. All warranty transactions for this SUB were to be submitted prior to the cancellation date. All vehicles that were involved in SUB 13330, which addressed incorrect calibrations values in the Active Fuel ...
Service Update Bulletin 14002A - 02/27/2014
... item amount for Daubert Nox-Rust and Lloyds Kryptonite Metal Treatment. The bulletin provides a service procedure to inspect, and if necessary, repair the appearance of underbody components on involved vehicles. ...
Service Consultant Dashboard - 04/03/2014
... to the Global Warranty system.Applicable Warranty Section of IVH:Applicable Warranties Section of Service Consultant Dashboard:Any additional service, beyond the first four, will be performed at either the dealer or customer's expense. The Alerts and...
Non Serviceable Bracket - 07/01/2014
... the bracket onto the windshield. These vehicles have a revised bracket design that is not serviceable. It is necessary to replace the windshield glass assembly. The bracket comes installed on the new glass. ...
4G Service - 06/06/2014
... curious. The wide pricing spectrum reflects the uncertainty around future demand for GM's 4G LTE service. The 4G LTE service will be first available with the 2015 Chevrolet Malibu. The feature is several times faster than 3G service, and will be available...
2014 Certified Service Employee Discount Program - 05/09/2014
The Certified Service GM Employee Discount Program has been extended for the 2014 calendar 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...
Claiming Six or More Rental Days - 02/23/2015
... can be accessed in the Dealer Aftersales Empowerment link found under Reports & Tools in Service Workbench. Complete the Claim Pre-Approval request and send it to your DMA. You will receive an email from your DMA that will indicate approval or denial....
Service Management Approval - 01/21/2015
Service Management approval is required, but not limited to the following: all authorization codes (e.g. policy decision, part ceiling exceeded, repeat repair, etc), customer concern not duplicated, windshield replacements, wheel alignment/balance, OLH, ...
Diagnostic Time Service Management Approval - 12/19/2014
... made when claiming diagnostic/add time in addition to published base time. This time now requires service management approval. All published base time shown in the Labour Time Guide includes some diagnosis time. Certain labour operations allow...
Service Management: Sign, Date, Time, & Explain - 10/03/2014
If you are a service manager, you may think that all you do all day is sign things. While there are a number of situations that require service management involvement that include a signature, the date and time this signature was made, and the reason...
Help Customers Understand Oil Change Mileage - 10/03/2014
... with the purchase of a new Chevrolet, Buick, or GMC since the 2014 model year. This maintenance service was also provided for certain 2013 models. The coverage is for 2 years or 24,000 miles, but there is a limit of 4 service events during this timeframe....
Customer Pay Service Offer - 11/25/2014
... Owner's Manual. Additionally, the eligible service must include a part covered by the Limited Lifetime Parts Warranty. The program is in effect from November 1, through December 31, 2014.Eligible LLPW components include the following: air conditioning...
Cadillac Service Offer - 10/03/2014
Targeted Cadillac owners will receive an offer for a complimentary synthetic oil change or $55 off any service. The offer must be taken advantage of by 10/31. Labour code 0600521 is used to submit for the oil change; claim $55 in the Miscellaneous Net...
Service Management Approval - 10/02/2015
While not all warranty transactions require service management involvement, there are a number of situations where service management approval is required either before a repair is made or prior to transaction submission. Refer to the Service Management...
GM CCA Battery Service Center - 06/30/2015
GM has announced the opening of the new Battery Service Center (BSC). The new center will be the national distribution center for GM's Lithium Ion Batteries. The center, is the centralized source for distribution, storage and care of GM Li Ion batteries....
Service Information Keyword/Labor Operation Search - 06/02/2015
... communication.The third SI update is the inclusion of Maintenance Items to Quick Links within the Service Manuals/Bulletins publication.This new link will take the user to a page that displays Maintenance Procedures, which, for example, lists such procedures...
Service Management Authorization Matrix - 05/24/2016
There have been a couple additions to the Service Management Authorization Matrix that was released in mid-April. The matrix is available as a downloadable resource in the Service Policies and Procedures Manual, Article 3.2.13. The most recent additions...
Technical Service Bulletins - 03/01/2016
While reviewing some newer technical service bulletins, I came across a commonality in the Warranty Information section. In some cases a warranty claim is not to be submitted for the issue outlined in the bulletin. Some may think that is a bit unusual,...
GM Employee Discount for Service - 03/01/2016
The Certified Service GM Employee Discount Program has been extended for the 2016 calendar 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...
Techline Data Service - 02/02/2016
GM recently announced Techline Data Service (TDS) to address the problem with vehicle software updates that are becoming larger and more difficult to manage. TDS is an enhancement to the way larger files are delivered and managed through TIS2Web. It is...
Service Call - 11/21/2011
The service manager at our dealership used to submit the warranty before I started 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...
Re: Service Call - 11/21/2011
... z-ops, but coverage is only under basic vehicle warranty. NON-WARRANTY TOWING Z8011 LOCK OUT SERVICE Z8012 EMERGENCY FUEL SERVICE Z8013 JUMP-START SERVICE Z8014 FLAT TIRE Z8015 All dollor amounts should be entered in net item, and do not ente...
Re: Service Call - 11/21/2011
... z-ops, but coverage is only under basic vehicle warranty. NON-WARRANTY TOWING Z8011 LOCK OUT SERVICE Z8012 EMERGENCY FUEL SERVICE Z8013 JUMP-START SERVICE Z8014 FLAT TIRE Z8015 All dollar amounts should be entered in net item, and do not enter...
Re: Service Call - 11/21/2011
... or 100,000 miles, whichever comes first. Refer to your Owner Manual for details, or consult your Service Agent/Retailer. The Roadside Assistance contact information is listed in the Customer Assistance Offices section of the Warranty and Owner Assistance...
Re: Service Call - 11/21/2011
Thanks for the info , learn something new everyday on here i like that.
VOLTS -- WARRANTY REPAIR VS IN-SERVICE DATE - 04/14/2011
... WE NEED TO DO..... MY CLAIMS ARE REJECTING DO TO THEY ARE ADDING LINES TO MY PDI RO BEFORE THE IN-SERVICE DATE GOES INTO EFFECT / THEREFORE REJECTING FOR: REPAIR PERFORMED PRIOR TO START OF WARRANTY...... HOW DO OTHER DEALERS HANDLE THIS ?????...
Re: VOLTS -- WARRANTY REPAIR VS IN-SERVICE DATE - 04/14/2011
Close the PDI ticket and make a new one for the added things sales is looking for. Once the PDI is accepted, I usually don't have any trouble getting the second job card to pay. We haven't gotten to the VOLT yet, we're in the west but it works on others. ...
Re: VOLTS -- WARRANTY REPAIR VS IN-SERVICE DATE - 04/18/2011
Don't your PDI's autopay?
Re: VOLTS -- WARRANTY REPAIR VS IN-SERVICE DATE - 04/18/2011
Yes, but we still submit for the fluid adds. And once those are accepted to be paid, I never get the error of the vehicle not being in service.
Re: VOLTS -- WARRANTY REPAIR VS IN-SERVICE DATE - 04/26/2011
... a separate RO. ANY other work; accessories, repairs, etc. go on another RO. I make sure the in service date is BEFORE the repair/accessory date and then submit these. Since you have already had one reject, go to self auth and click policy decision....
The Certified Service GM Employee Discount Program has been extended for the 2014 calendar 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...
Claiming Six or More Rental Days - 02/23/2015
... can be accessed in the Dealer Aftersales Empowerment link found under Reports & Tools in Service Workbench. Complete the Claim Pre-Approval request and send it to your DMA. You will receive an email from your DMA that will indicate approval or denial....
Service Management Approval - 01/21/2015
Service Management approval is required, but not limited to the following: all authorization codes (e.g. policy decision, part ceiling exceeded, repeat repair, etc), customer concern not duplicated, windshield replacements, wheel alignment/balance, OLH, ...
Diagnostic Time Service Management Approval - 12/19/2014
... made when claiming diagnostic/add time in addition to published base time. This time now requires service management approval. All published base time shown in the Labour Time Guide includes some diagnosis time. Certain labour operations allow...
Service Management: Sign, Date, Time, & Explain - 10/03/2014
If you are a service manager, you may think that all you do all day is sign things. While there are a number of situations that require service management involvement that include a signature, the date and time this signature was made, and the reason...
Help Customers Understand Oil Change Mileage - 10/03/2014
... with the purchase of a new Chevrolet, Buick, or GMC since the 2014 model year. This maintenance service was also provided for certain 2013 models. The coverage is for 2 years or 24,000 miles, but there is a limit of 4 service events during this timeframe....
Customer Pay Service Offer - 11/25/2014
... Owner's Manual. Additionally, the eligible service must include a part covered by the Limited Lifetime Parts Warranty. The program is in effect from November 1, through December 31, 2014.Eligible LLPW components include the following: air conditioning...
Cadillac Service Offer - 10/03/2014
Targeted Cadillac owners will receive an offer for a complimentary synthetic oil change or $55 off any service. The offer must be taken advantage of by 10/31. Labour code 0600521 is used to submit for the oil change; claim $55 in the Miscellaneous Net...
Service Management Approval - 10/02/2015
While not all warranty transactions require service management involvement, there are a number of situations where service management approval is required either before a repair is made or prior to transaction submission. Refer to the Service Management...
GM CCA Battery Service Center - 06/30/2015
GM has announced the opening of the new Battery Service Center (BSC). The new center will be the national distribution center for GM's Lithium Ion Batteries. The center, is the centralized source for distribution, storage and care of GM Li Ion batteries....
Service Information Keyword/Labor Operation Search - 06/02/2015
... communication.The third SI update is the inclusion of Maintenance Items to Quick Links within the Service Manuals/Bulletins publication.This new link will take the user to a page that displays Maintenance Procedures, which, for example, lists such procedures...
Service Management Authorization Matrix - 05/24/2016
There have been a couple additions to the Service Management Authorization Matrix that was released in mid-April. The matrix is available as a downloadable resource in the Service Policies and Procedures Manual, Article 3.2.13. The most recent additions...
Technical Service Bulletins - 03/01/2016
While reviewing some newer technical service bulletins, I came across a commonality in the Warranty Information section. In some cases a warranty claim is not to be submitted for the issue outlined in the bulletin. Some may think that is a bit unusual,...
GM Employee Discount for Service - 03/01/2016
The Certified Service GM Employee Discount Program has been extended for the 2016 calendar 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...
Techline Data Service - 02/02/2016
GM recently announced Techline Data Service (TDS) to address the problem with vehicle software updates that are becoming larger and more difficult to manage. TDS is an enhancement to the way larger files are delivered and managed through TIS2Web. It is...
Service Call - 11/21/2011
The service manager at our dealership used to submit the warranty before I started 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...
Re: Service Call - 11/21/2011
... z-ops, but coverage is only under basic vehicle warranty. NON-WARRANTY TOWING Z8011 LOCK OUT SERVICE Z8012 EMERGENCY FUEL SERVICE Z8013 JUMP-START SERVICE Z8014 FLAT TIRE Z8015 All dollor amounts should be entered in net item, and do not ente...
Re: Service Call - 11/21/2011
... z-ops, but coverage is only under basic vehicle warranty. NON-WARRANTY TOWING Z8011 LOCK OUT SERVICE Z8012 EMERGENCY FUEL SERVICE Z8013 JUMP-START SERVICE Z8014 FLAT TIRE Z8015 All dollar amounts should be entered in net item, and do not enter...
Re: Service Call - 11/21/2011
... or 100,000 miles, whichever comes first. Refer to your Owner Manual for details, or consult your Service Agent/Retailer. The Roadside Assistance contact information is listed in the Customer Assistance Offices section of the Warranty and Owner Assistance...
Re: Service Call - 11/21/2011
Thanks for the info , learn something new everyday on here i like that.
VOLTS -- WARRANTY REPAIR VS IN-SERVICE DATE - 04/14/2011
... WE NEED TO DO..... MY CLAIMS ARE REJECTING DO TO THEY ARE ADDING LINES TO MY PDI RO BEFORE THE IN-SERVICE DATE GOES INTO EFFECT / THEREFORE REJECTING FOR: REPAIR PERFORMED PRIOR TO START OF WARRANTY...... HOW DO OTHER DEALERS HANDLE THIS ?????...
Re: VOLTS -- WARRANTY REPAIR VS IN-SERVICE DATE - 04/14/2011
Close the PDI ticket and make a new one for the added things sales is looking for. Once the PDI is accepted, I usually don't have any trouble getting the second job card to pay. We haven't gotten to the VOLT yet, we're in the west but it works on others. ...
Re: VOLTS -- WARRANTY REPAIR VS IN-SERVICE DATE - 04/18/2011
Don't your PDI's autopay?
Re: VOLTS -- WARRANTY REPAIR VS IN-SERVICE DATE - 04/18/2011
Yes, but we still submit for the fluid adds. And once those are accepted to be paid, I never get the error of the vehicle not being in service.
Re: VOLTS -- WARRANTY REPAIR VS IN-SERVICE DATE - 04/26/2011
... a separate RO. ANY other work; accessories, repairs, etc. go on another RO. I make sure the in service date is BEFORE the repair/accessory date and then submit these. Since you have already had one reject, go to self auth and click policy decision....
Re: VOLTS -- WARRANTY REPAIR VS IN-SERVICE DATE - 04/21/2011
hkchevy1.....are you having trouble with these too / how are you handling --- talked to our F.O.M. he stated to H-Route "BUT" kicks back stating within self auth (2nd But) cant put a G on it, not sure what else to try
Re: VOLTS -- WARRANTY REPAIR VS IN-SERVICE DATE - 04/21/2011
I'VE HAD THE SAME REJECT CODE, I'VE GOTTEN THE CLAIM PAID WITH "A" SELF AUTH, I JUST ADD COMMENTS W A GOOD EXPLANANTION OF THE ISSUE...
SERVICE WILD CARD $10.00 OFF COUPON - 07/06/2012
Service Agent Summary Analysis Report - 09/11/2013
Just wanted to see if anyone elses report look messed up? We typically service over 300 cars and it says we only serviced 31 cars. It also looks like our ranking from previous months is messed up too? Anyone else having this problem or just me?
Re: Service Agent Summary Analysis Report - 09/11/2013
What's messed up on our report is the percentage of repeat repairs..our DSM sent an email showing we were at 14% the last time i looked we were 0.4 but the report says for august we were 1.9% ..we dont ever do that many repeat repairs...not sure whats ...
2014 certified service retail plan - 02/04/2014
is anyone else on this promotion 2014 Certified Service Retail Plan that takes the place of the Debit Cards..to change oil and filter, rotate tires, replaced brakes, and now Replace Battery..there are Labor Ops but do not list an amount to put in Net...
Re: 2014 certified service retail plan - 02/05/2014
From Global Message G_0000174541 (archived): 2014 Certified Service National Retail Plan & FAQ **Oil Change: Everyday Value $29.95 or less for conventional and $39.95 or less for dexos1 - for oil change, tire rotation, 27 point inspection, includes up...
Re: 2014 certified service retail plan - 02/05/2014
thanks Kristen for your help.. i was confused by the listing of labor op codes for each repair thought i needed to submit an amount like the gmc pro grades and buick 2 year maint plans.. connie
Re: Service Air Bag Warning Light - 08/14/2012
If the info doesn't show in the GMVISS you can use the labor op in the labor time guide to replace the part..and code as to what is the failure..hope this is what you are lookin for..
Service Air Bag Warning Light - 08/14/2012
I have a 2010 Pontiac G6 which came in for the Service Air Bag Warning Lamp on... we found bulletin #10-09-41-002D which states to refer to #10085D /// if the GMVIS doesnt show that vehicle pertains to it, how is everyone else coding these ???
2013 Certified Service Retail Promotions - 02/05/2013
Is anyone else on this program ?? I have a lamated copy the program which lists Labor Ops for each rebate.. any suggestions as to what this if for ??
Service Agent Installed Warranty - 02/11/2013
... 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 thinking correctly? ...
Re: Service Agent Installed Warranty - 02/12/2013
The base part warranty does go with the part, you'd have to get a copy of the original repair order from the other dealer to go with your RO. You'll also need to find out which injector was replaced because it would only cover if the same injector is ...
Re: Service Agent Installed Warranty - 02/13/2013
Ok thanks!
Repeat Repair Reject on a Service Agent Installed Part Claim? - 03/15/2013
I have a vehicle that we goodwilled the steering rack on and the new part is leaking. I submitted it as a Service Agent Installed Part claim and it rejects for repeat repair? Has anyone else had this problem? I'm trying to avoid repeat repairs due...
Re: Repeat Repair Reject on a Service Agent Installed Part Claim? - 03/19/2013
Yes, I believe I have run into that, even though it's submitted as a part warranty I had to use the R auth. I don't know why, especially considering the vehicle is out of warranty and you're using the correct warranty type.
Re: Repeat Repair Reject on a Service Agent Installed Part Claim? - 03/19/2013
i have had that problem too , another thing to make our job difficult !!!
Re: Repeat Repair Reject on a Service Agent Installed Part Claim? - 03/28/2013
Thanks for the replies...at least I'm not the only one that has encountered this problem. Misery loves company :)
SERVICE CONTRACT - CHEVPP36/30P - 03/13/2017
Where can I find iService Contract information for "CHEVPP36/30P" ??? As to what is is & how to claim it??
Service Agent Analysis Summary Report - 06/15/2017
I would like to find out how, as a warranty administrator, to understand if there are "usable" parts of this report in my job. How does this report relate to the warranty administrator's job and what information, specifically, can or should we be keeping ...
service agent summary report - 07/10/2017
service agent summary reportFormat: Video
Service Management Authorization POLICY CHANGES - 07/18/2017
Important updates issued with Global Message GCUS-9-4400, effective with job cards dated on/after 7/17/2017: Service Management requirement of approving OLH and Repeat Repair oir Pyramiding prior to work being performed has been eliminated....
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: SERVICE CONTRACTS CHEVPMUs1N18 - 07/24/2015
Our GMPP rep was by here today and she said it was part of Warrantech https://warrantech.com/service-providers/ She said on these claims for maintenance the advisor has to call for claim/payment. We cannot submit through Reynolds/Global like we do other...
Re: SERVICE CONTRACTS CHEVPMUs1N18 - 07/27/2015
We sell Warrantech thru f&I at our dealerships, but I have to say I have never seen this yet on the VIS. Keep us posted if you find out what it means - thanks!
hkchevy1.....are you having trouble with these too / how are you handling --- talked to our F.O.M. he stated to H-Route "BUT" kicks back stating within self auth (2nd But) cant put a G on it, not sure what else to try
Re: VOLTS -- WARRANTY REPAIR VS IN-SERVICE DATE - 04/21/2011
I'VE HAD THE SAME REJECT CODE, I'VE GOTTEN THE CLAIM PAID WITH "A" SELF AUTH, I JUST ADD COMMENTS W A GOOD EXPLANANTION OF THE ISSUE...
SERVICE WILD CARD $10.00 OFF COUPON - 07/06/2012
Service Agent Summary Analysis Report - 09/11/2013
Just wanted to see if anyone elses report look messed up? We typically service over 300 cars and it says we only serviced 31 cars. It also looks like our ranking from previous months is messed up too? Anyone else having this problem or just me?
Re: Service Agent Summary Analysis Report - 09/11/2013
What's messed up on our report is the percentage of repeat repairs..our DSM sent an email showing we were at 14% the last time i looked we were 0.4 but the report says for august we were 1.9% ..we dont ever do that many repeat repairs...not sure whats ...
2014 certified service retail plan - 02/04/2014
is anyone else on this promotion 2014 Certified Service Retail Plan that takes the place of the Debit Cards..to change oil and filter, rotate tires, replaced brakes, and now Replace Battery..there are Labor Ops but do not list an amount to put in Net...
Re: 2014 certified service retail plan - 02/05/2014
From Global Message G_0000174541 (archived): 2014 Certified Service National Retail Plan & FAQ **Oil Change: Everyday Value $29.95 or less for conventional and $39.95 or less for dexos1 - for oil change, tire rotation, 27 point inspection, includes up...
Re: 2014 certified service retail plan - 02/05/2014
thanks Kristen for your help.. i was confused by the listing of labor op codes for each repair thought i needed to submit an amount like the gmc pro grades and buick 2 year maint plans.. connie
Re: Service Air Bag Warning Light - 08/14/2012
If the info doesn't show in the GMVISS you can use the labor op in the labor time guide to replace the part..and code as to what is the failure..hope this is what you are lookin for..
Service Air Bag Warning Light - 08/14/2012
I have a 2010 Pontiac G6 which came in for the Service Air Bag Warning Lamp on... we found bulletin #10-09-41-002D which states to refer to #10085D /// if the GMVIS doesnt show that vehicle pertains to it, how is everyone else coding these ???
2013 Certified Service Retail Promotions - 02/05/2013
Is anyone else on this program ?? I have a lamated copy the program which lists Labor Ops for each rebate.. any suggestions as to what this if for ??
Service Agent Installed Warranty - 02/11/2013
... 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 thinking correctly? ...
Re: Service Agent Installed Warranty - 02/12/2013
The base part warranty does go with the part, you'd have to get a copy of the original repair order from the other dealer to go with your RO. You'll also need to find out which injector was replaced because it would only cover if the same injector is ...
Re: Service Agent Installed Warranty - 02/13/2013
Ok thanks!
Repeat Repair Reject on a Service Agent Installed Part Claim? - 03/15/2013
I have a vehicle that we goodwilled the steering rack on and the new part is leaking. I submitted it as a Service Agent Installed Part claim and it rejects for repeat repair? Has anyone else had this problem? I'm trying to avoid repeat repairs due...
Re: Repeat Repair Reject on a Service Agent Installed Part Claim? - 03/19/2013
Yes, I believe I have run into that, even though it's submitted as a part warranty I had to use the R auth. I don't know why, especially considering the vehicle is out of warranty and you're using the correct warranty type.
Re: Repeat Repair Reject on a Service Agent Installed Part Claim? - 03/19/2013
i have had that problem too , another thing to make our job difficult !!!
Re: Repeat Repair Reject on a Service Agent Installed Part Claim? - 03/28/2013
Thanks for the replies...at least I'm not the only one that has encountered this problem. Misery loves company :)
SERVICE CONTRACT - CHEVPP36/30P - 03/13/2017
Where can I find iService Contract information for "CHEVPP36/30P" ??? As to what is is & how to claim it??
Service Agent Analysis Summary Report - 06/15/2017
I would like to find out how, as a warranty administrator, to understand if there are "usable" parts of this report in my job. How does this report relate to the warranty administrator's job and what information, specifically, can or should we be keeping ...
service agent summary report - 07/10/2017
service agent summary reportFormat: Video
Service Management Authorization POLICY CHANGES - 07/18/2017
Important updates issued with Global Message GCUS-9-4400, effective with job cards dated on/after 7/17/2017: Service Management requirement of approving OLH and Repeat Repair oir Pyramiding prior to work being performed has been eliminated....
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: SERVICE CONTRACTS CHEVPMUs1N18 - 07/24/2015
Our GMPP rep was by here today and she said it was part of Warrantech https://warrantech.com/service-providers/ She said on these claims for maintenance the advisor has to call for claim/payment. We cannot submit through Reynolds/Global like we do other...
Re: SERVICE CONTRACTS CHEVPMUs1N18 - 07/27/2015
We sell Warrantech thru f&I at our dealerships, but I have to say I have never seen this yet on the VIS. Keep us posted if you find out what it means - thanks!
Re: SERVICE CONTRACTS CHEVPMUs1N18 - 07/28/2015
... labor op. The new extended protection sold through GM is not submitted as a regular warranty or service contract. It has to be called in before repairs are performed and approved. Once repairs are complete they provide a credit card number to claim for...
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: SERVICE CONTRACTS CHEVPMUs1N18 - 07/28/2015
No problem. Also a little side note for this GM Extended Protection Plan submission. When you call in for authorization this plan does not require labor ops through GM Warranty. When calculation of a GM Extended Protection claim is being done they want ...
Re: SERVICE CONTRACTS CHEVPMUs1N18 - 07/29/2015
The Extended Protection Claims Manual is available in GlobalConnect. Select Service from the Departments tab then select Dealership Policies, Procedures & Guides from Quick Links. The Divisional Extended Protection Claims Manual is available in this...
SERVICE CONTRACTS CHEVPMUs1N18 - 07/23/2015
Recently had a claim that lists this plan under SERVICE CONTRACTS (instead of Major Guard or like plan) it states: CHEVPMUs1N18 on the VIS. It lists a policy# and by Owner it says Extended Protection No one at DBC seemed to know how to claim the 2 yr...
Certified Services beyond mileage limit - 08/10/2015
Can anyone point to information that says whether or not we can authorize a Certified LOF/TIROT 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 ...
Re: Certified Services beyond mileage limit - 08/11/2015
Unable to track down the specific information re: Certified Service performed outside of the 2/24,000 plan parameters. I was able to locate the following in the Chevrolet 2-Year Scheduled Maintenance FAQ: "Customers are limited to four service events...
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)
Service Calls - 12/23/2009
... 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 call to a customer. Usually we jump start the vehicle & bring...
Re: Service Calls - 12/23/2009
We usually use T2020 with story and amount in net items
Re: Service Calls - 12/23/2009
... their own roadside assistance and receive reimbersement using the labor op; Towing; Z8011 Lockout Service; Z8012 Emergency Fuel Service; Z8013 Jump Start Service; Z8014 Flat Tire; Z8015. I've used these over and over. Merry Christmas!...
Re: Service Calls - 12/24/2009
Thank you thank you thank you!!!!!!!!!!! Merry Christmas to you too!
Service Certificate - 01/18/2010
I have a GMC claim that has a service certificate for oil change, rotate and 27 point inspection. The certificate says to follow Administrative message G_000041021. Can someone tell me where to find this message?
Re: Service Certificate hope it helps - 01/18/2010
if you call DBC and give them that number they will walk you through the search in globe connect Advanced Search Dan
Re: Service Certificate - 01/18/2010
ON DEALERWORLD GO TO MESSAGES AND SEARCH ARCHIVED MESSAGES. YOU CAN PUT THE OPERATION CODE OR THE MESSAGE NUMBER IN. THERE ARE SEVERAL GOING RIGHT NOW FOR THE "FREE AGENTS" & "PREFERRED PONTIAC". YOU MAY WANT TO PRINT BOTH:)
"NOT GOODWILL-MIC SERVICE AGREEMENT FOUND" - 10/13/2009
... recoup partial labor as Goodwill out of warranty repair with labor op. Rejected "Not goodwill-MIC service agreement found". Customer participated in cost of repair. GMPP contract in force not in customers name. Not sure how to proceed. Any ideas? Th...
Re: Service Update did not clear - 02/25/2009
I HAD THAT HAPPEN ONCE - I CALLED MY GM REP, DUE TO THE FACT SHE IS ALWAYS WATCHING THAT WE GET THOSE COMPLETED.
Re: Service Update did not clear - 02/26/2009
HAVE NOTICED VEHICLES STILL LISTED AFTER A LIITLE RESEARCH FOUND THAT WE DEALER TRADED VEHICLE.AFTER AWHILE THEY DISAPPEAR FROM LIST.
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...
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: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/10/2010
Did her dealership close?
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/10/2010
Not 100% sure, but I think that was the case... I am hoping so anyways, the $20 they allow is below our cost!
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/10/2010
We can not believe that GM thinks that $20 is ok.
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: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/03/2010
Is the labor op for Pontiac preferred owner program the same as for Saturn preferred owner program? I am unable to find the info in messages from GM.
... labor op. The new extended protection sold through GM is not submitted as a regular warranty or service contract. It has to be called in before repairs are performed and approved. Once repairs are complete they provide a credit card number to claim for...
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: SERVICE CONTRACTS CHEVPMUs1N18 - 07/28/2015
No problem. Also a little side note for this GM Extended Protection Plan submission. When you call in for authorization this plan does not require labor ops through GM Warranty. When calculation of a GM Extended Protection claim is being done they want ...
Re: SERVICE CONTRACTS CHEVPMUs1N18 - 07/29/2015
The Extended Protection Claims Manual is available in GlobalConnect. Select Service from the Departments tab then select Dealership Policies, Procedures & Guides from Quick Links. The Divisional Extended Protection Claims Manual is available in this...
SERVICE CONTRACTS CHEVPMUs1N18 - 07/23/2015
Recently had a claim that lists this plan under SERVICE CONTRACTS (instead of Major Guard or like plan) it states: CHEVPMUs1N18 on the VIS. It lists a policy# and by Owner it says Extended Protection No one at DBC seemed to know how to claim the 2 yr...
Certified Services beyond mileage limit - 08/10/2015
Can anyone point to information that says whether or not we can authorize a Certified LOF/TIROT 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 ...
Re: Certified Services beyond mileage limit - 08/11/2015
Unable to track down the specific information re: Certified Service performed outside of the 2/24,000 plan parameters. I was able to locate the following in the Chevrolet 2-Year Scheduled Maintenance FAQ: "Customers are limited to four service events...
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)
Service Calls - 12/23/2009
... 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 call to a customer. Usually we jump start the vehicle & bring...
Re: Service Calls - 12/23/2009
We usually use T2020 with story and amount in net items
Re: Service Calls - 12/23/2009
... their own roadside assistance and receive reimbersement using the labor op; Towing; Z8011 Lockout Service; Z8012 Emergency Fuel Service; Z8013 Jump Start Service; Z8014 Flat Tire; Z8015. I've used these over and over. Merry Christmas!...
Re: Service Calls - 12/24/2009
Thank you thank you thank you!!!!!!!!!!! Merry Christmas to you too!
Service Certificate - 01/18/2010
I have a GMC claim that has a service certificate for oil change, rotate and 27 point inspection. The certificate says to follow Administrative message G_000041021. Can someone tell me where to find this message?
Re: Service Certificate hope it helps - 01/18/2010
if you call DBC and give them that number they will walk you through the search in globe connect Advanced Search Dan
Re: Service Certificate - 01/18/2010
ON DEALERWORLD GO TO MESSAGES AND SEARCH ARCHIVED MESSAGES. YOU CAN PUT THE OPERATION CODE OR THE MESSAGE NUMBER IN. THERE ARE SEVERAL GOING RIGHT NOW FOR THE "FREE AGENTS" & "PREFERRED PONTIAC". YOU MAY WANT TO PRINT BOTH:)
"NOT GOODWILL-MIC SERVICE AGREEMENT FOUND" - 10/13/2009
... recoup partial labor as Goodwill out of warranty repair with labor op. Rejected "Not goodwill-MIC service agreement found". Customer participated in cost of repair. GMPP contract in force not in customers name. Not sure how to proceed. Any ideas? Th...
Re: Service Update did not clear - 02/25/2009
I HAD THAT HAPPEN ONCE - I CALLED MY GM REP, DUE TO THE FACT SHE IS ALWAYS WATCHING THAT WE GET THOSE COMPLETED.
Re: Service Update did not clear - 02/26/2009
HAVE NOTICED VEHICLES STILL LISTED AFTER A LIITLE RESEARCH FOUND THAT WE DEALER TRADED VEHICLE.AFTER AWHILE THEY DISAPPEAR FROM LIST.
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...
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: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/10/2010
Did her dealership close?
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/10/2010
Not 100% sure, but I think that was the case... I am hoping so anyways, the $20 they allow is below our cost!
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/10/2010
We can not believe that GM thinks that $20 is ok.
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: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/03/2010
Is the labor op for Pontiac preferred owner program the same as for Saturn preferred owner program? I am unable to find the info in messages from GM.
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/04/2010
Saturn is Z2240, Pontiac is Z2241.
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/06/2010
[quote] GMNL16173: Is the labor op for Pontiac preferred owner program the same as for Saturn preferred owner program? I am unable to find the info in messages from GM. [/quote]
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/06/2010
Z2236 for Pontiac preferred owner program
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/11/2010
We just received a coupon with the last 8 of the VIN that said "Goodwrench" for $10 off an oil change. Anybody know about this promotion?
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/11/2010
We've seen a couple of those $10 off coupons from goodwrench. The ones we've had havent had any claim info on them, so we've just discounted the oil change the $10. No warranty claim was ever done.
Service Agent Summary Report - 06/18/2010
Just wondering it anyone else can not access the Summary Report for May?
Re: Service Agent Summary Report - 06/18/2010
I was able to. Try again....
Re: Service Agent Summary Report - 06/18/2010
We have tried daily. We called DBC and they are looking into it
Re: Service Agent Summary Report - 06/18/2010
From a Global Connect msg: Date: 06/02/2010 Ref. number: Service / Warranty / G_0000057519 Subject: Global Warranty Expense Analysis Reports -------------------------------------------------------------------------------- To: All Dealers and Wholesale...
Re: Service Agent Summary Report - 06/18/2010
Thank You Mark!
Re: Service Agent Summary Report - 06/23/2010
I have only found a Service Agent summary report section with "Summary by Reject Reason" and "Average Payment Period". Should there be any other sections? I haven't found anything similar to the old DA report WINS used to have.
Re: Service Agent Summary Report - 06/23/2010
The Service Agent Summary Report is the new monthly report. DBC called me yesterday, said that June 28th the report will be out.
Re: Service Agent Summary Report - 06/23/2010
[quote] Tonia: The Service Agent Summary Report is the new monthly report. DBC called me yesterday, said that June 28th the report will be out. [/quote] Where are you finding access to this report?
Re: Service Agent Summary Report - 06/23/2010
Global Warranty-Analyze Warranty section
Re: Service Agent Summary Report - 06/23/2010
[quote] Tonia: Global Warranty-Analyze Warranty section [/quote] and what is it called? I don't see a service agent summary report listed. is it like the old DA?
Re: Service Agent Summary Report - 06/23/2010
It is called Service Agent Summary Report. It looks nothing like the old DA report. It is alittle confusing at first.
SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 03/30/2010
Has anyone else submitted claims on global for the Saturn Free oil change service Z2240. I have submit some of these in and I get an error message Error 071 : Problems encountered during financial posting. Warning 123 : This transaction is being reviewed...
GWM -- GM SERVICE CERTIFICATES - 03/11/2010
MY SERVICE CERTIFICATE RO'S SEEM TO KEEP REJECTING FOR VIN NUMBER, SINCE WE ARE A CHEV DEALER BUT I AM TRYING TO SUBMIT A BUICK WOULD THAT MAKE A DIFFERENCE
Re: GWM -- GM SERVICE CERTIFICATES - 03/11/2010
If the vehicle is 10 yrs old it's necessary to flag as vin not on file.
Re: GWM -- GM SERVICE CERTIFICATES - 03/11/2010
THIS PERTICULAR VEHICLE IS AN 2004, THATS WHAT IS STRANGE - I HAVE DOUBLE CHECKED THE VIN ALSO TO MAKE SURE I ENTERED IT CORRECT
Re: GWM -- GM SERVICE CERTIFICATES - 03/12/2010
If the certificates you are speaking of are for the oil change, tire rotation where we submit for some money back, you need to make sure that the VIN matches what is on the certificate.
Re: GWM -- GM SERVICE CERTIFICATES - 03/12/2010
IVE HAD THAT HAPPEN AND JUST PUT IT AS VIN NOT ON FILE AND IT PAID
SERVICE OFFER CERTIFICATES - 04/12/2010
WHERE CAN ONE FIND INFO (SERVICE OFFER CERTIFICATES) I HAVE ONE FOR Z2241 AM LOOKING FOR THE AMOUNT THAT ONE CAN CLAIM
Re: SERVICE OFFER CERTIFICATES - 04/12/2010
JUST FOUND IT ,HAD TO READ THE VERY FINE PRINT ON THE CERTIFICATE GAVE DOC #
Re: SERVICE OFFER CERTIFICATES - 04/13/2010
YOU CAN ALSO REFER TO: PARTS/PROGRAM AND PROMOTIONS/G_0000041021 IN GLOBAL CONNECT
Saturn is Z2240, Pontiac is Z2241.
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/06/2010
[quote] GMNL16173: Is the labor op for Pontiac preferred owner program the same as for Saturn preferred owner program? I am unable to find the info in messages from GM. [/quote]
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/06/2010
Z2236 for Pontiac preferred owner program
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/11/2010
We just received a coupon with the last 8 of the VIN that said "Goodwrench" for $10 off an oil change. Anybody know about this promotion?
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/11/2010
We've seen a couple of those $10 off coupons from goodwrench. The ones we've had havent had any claim info on them, so we've just discounted the oil change the $10. No warranty claim was ever done.
Service Agent Summary Report - 06/18/2010
Just wondering it anyone else can not access the Summary Report for May?
Re: Service Agent Summary Report - 06/18/2010
I was able to. Try again....
Re: Service Agent Summary Report - 06/18/2010
We have tried daily. We called DBC and they are looking into it
Re: Service Agent Summary Report - 06/18/2010
From a Global Connect msg: Date: 06/02/2010 Ref. number: Service / Warranty / G_0000057519 Subject: Global Warranty Expense Analysis Reports -------------------------------------------------------------------------------- To: All Dealers and Wholesale...
Re: Service Agent Summary Report - 06/18/2010
Thank You Mark!
Re: Service Agent Summary Report - 06/23/2010
I have only found a Service Agent summary report section with "Summary by Reject Reason" and "Average Payment Period". Should there be any other sections? I haven't found anything similar to the old DA report WINS used to have.
Re: Service Agent Summary Report - 06/23/2010
The Service Agent Summary Report is the new monthly report. DBC called me yesterday, said that June 28th the report will be out.
Re: Service Agent Summary Report - 06/23/2010
[quote] Tonia: The Service Agent Summary Report is the new monthly report. DBC called me yesterday, said that June 28th the report will be out. [/quote] Where are you finding access to this report?
Re: Service Agent Summary Report - 06/23/2010
Global Warranty-Analyze Warranty section
Re: Service Agent Summary Report - 06/23/2010
[quote] Tonia: Global Warranty-Analyze Warranty section [/quote] and what is it called? I don't see a service agent summary report listed. is it like the old DA?
Re: Service Agent Summary Report - 06/23/2010
It is called Service Agent Summary Report. It looks nothing like the old DA report. It is alittle confusing at first.
SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 03/30/2010
Has anyone else submitted claims on global for the Saturn Free oil change service Z2240. I have submit some of these in and I get an error message Error 071 : Problems encountered during financial posting. Warning 123 : This transaction is being reviewed...
GWM -- GM SERVICE CERTIFICATES - 03/11/2010
MY SERVICE CERTIFICATE RO'S SEEM TO KEEP REJECTING FOR VIN NUMBER, SINCE WE ARE A CHEV DEALER BUT I AM TRYING TO SUBMIT A BUICK WOULD THAT MAKE A DIFFERENCE
Re: GWM -- GM SERVICE CERTIFICATES - 03/11/2010
If the vehicle is 10 yrs old it's necessary to flag as vin not on file.
Re: GWM -- GM SERVICE CERTIFICATES - 03/11/2010
THIS PERTICULAR VEHICLE IS AN 2004, THATS WHAT IS STRANGE - I HAVE DOUBLE CHECKED THE VIN ALSO TO MAKE SURE I ENTERED IT CORRECT
Re: GWM -- GM SERVICE CERTIFICATES - 03/12/2010
If the certificates you are speaking of are for the oil change, tire rotation where we submit for some money back, you need to make sure that the VIN matches what is on the certificate.
Re: GWM -- GM SERVICE CERTIFICATES - 03/12/2010
IVE HAD THAT HAPPEN AND JUST PUT IT AS VIN NOT ON FILE AND IT PAID
SERVICE OFFER CERTIFICATES - 04/12/2010
WHERE CAN ONE FIND INFO (SERVICE OFFER CERTIFICATES) I HAVE ONE FOR Z2241 AM LOOKING FOR THE AMOUNT THAT ONE CAN CLAIM
Re: SERVICE OFFER CERTIFICATES - 04/12/2010
JUST FOUND IT ,HAD TO READ THE VERY FINE PRINT ON THE CERTIFICATE GAVE DOC #
Re: SERVICE OFFER CERTIFICATES - 04/13/2010
YOU CAN ALSO REFER TO: PARTS/PROGRAM AND PROMOTIONS/G_0000041021 IN GLOBAL CONNECT
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 04/06/2010
We've done two of them, and both have shown up as PENDING. Same error message as yours.
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 04/07/2010
So Saturn AND Pontiac have the same program going? Sigh.
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...
PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 02/24/2010
I HAVE AN ONGOING BATTLE ON USING PARTIAL FLUID AMOUNTS... EXAMPLE - RECALL 09132, CALLS FOR 1/4 CONTAINER NOT TO EXCEED $1.40 IN NET ---- MY PARTS DEPT KEEPS CHARGING THE ENTIRE BOTTLE DUE THEY SAY THE CANT GET THE UNUSED PORTION BACK DUE TO CANT KEEP ...
Re: PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 02/25/2010
Does your parts department make service eat the difference and why cant you have partial bottles?
Re: PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 02/25/2010
HAVE THE SAME PROBLEM!! LET ME KNOW IF YOU FIND A SOLUTION......
Re: PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 02/25/2010
... and we agreed that they wont charge out any fluid on the RO. They just charge the bottle to our service dept directly. I then charge out the fluid ($1.40) on the RO's as a fluid(on ADP I just add it like a misc charge in ASL) and submit $1.40 in net....
Re: PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 02/25/2010
DOES THE MONEY END ON IT COME OUT RIGHT DOING IT THAT WAY??? OR IS THE INVENTORY WAY OFF????
Re: PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 02/25/2010
Heather - are you the Heather from the recent workshop in Chicago? Sorry to get off track, but I have to know!
Re: PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 02/25/2010
I haven't had any problems with inventory being off posting it that way. No, I wasn't at a workshop recently.
Re: PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 02/26/2010
Thanks Heather! There was a Heather in our Chicago warranty class who just got warranties dumped on her like 1 week prior. She had no knowledge of the warranty process at all, and is trying to learn as she goes.
Re: PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 03/01/2010
We are on ADP. Our parts department doesn't charge the fluid out. I bill 1/4 container of fluid under miscellaneous and code it to the part department bill code (24200). I make sure to put the cost in at the correct amount. Parts gets credited for ...
Re: Question on outdated service update - 01/14/2011
You can fill out a recall action report and send it to your Fixed Op Manager. This person will then contact GM to have the campaign closed in VISS. If you need me to fax you the form to do this, post your fax # and I will send it along. I've forgotten ...
Re: Question on outdated service update - 01/14/2011
The form would be great! 719-275-0716 is the fax# here. Thanks so much!
Re: Question on outdated service update - 01/14/2011
You can find the form on Global Connect in the Library, under Service--Field Action--CAM-01 (Vehicle Recall Action Report) also.
Saturn Trans Service MIC code - 01/04/2011
I was rejected for labor op Moo61 for a Saturn Transmission Service. Net item exceeds allowance. This was my first Saturn Trans Service claim, anyone had any issues? Got any suggestions? Thanks, Brian
Question on outdated service update - 01/11/2011
We have a vehicle in inventory 07 Suburban with on open service update 07007 that expires with base warranty. This vehicle is out of warranty by miles and time. However, the VIS still shows the service update as open. I looked at the update information...
REJECT: SERVICE PART REPLACEMENT ??? - 02/11/2011
REJECT REASON: #842 SERVICE PART REPLACEMENT ....... NOT ON LIST / WHERE CAN I FIND INFO ON WHAT IT MEANS
Certified Service - 03/22/2011
I just found out that the 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, ...
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: Certified Service - 03/23/2011
... HUGE pain in the rump. As far as keeping track, we just check vehicle history in ADP prior to the service. They are entitled to 4 services (LOF/ROT) during the year. We also wrote the date & mileage on their cards, and when they completed the last...
Reject Code 038: Service Agent is not allowed to submit authorization code - 11/02/2010
Have you seen reject code 038 (service agent is not allowed to submit authorization code) on your warranty transaction submissions recently? If so... 1. how do you submit warranty transaction? Via an in house DMS (ADP/Reynolds/Auto Soft/etc) or directly...
Re: Reject Code 038: Service Agent is not allowed to submit authorization code - 11/03/2010
what authorization code are you trying to use?? its possible you are using the wrong one..
Re: Reject Code 038: Service Agent is not allowed to submit authorization code - 11/03/2010
IS THIS SOME KIND OF A TRICK QUESTION?? SOMETHING IS NOT RIGHT ..CONNIE
Re: Reject Code 038: Service Agent is not allowed to submit authorization code - 11/03/2010
I've received this reject code a few times and have Hrouted the claim with good notes. Usually they get paid with a little back & forth banter between me & the warranty specialist. I really don't know the reason, perhaps there are certain opcodes that ...
We've done two of them, and both have shown up as PENDING. Same error message as yours.
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 04/07/2010
So Saturn AND Pontiac have the same program going? Sigh.
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...
PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 02/24/2010
I HAVE AN ONGOING BATTLE ON USING PARTIAL FLUID AMOUNTS... EXAMPLE - RECALL 09132, CALLS FOR 1/4 CONTAINER NOT TO EXCEED $1.40 IN NET ---- MY PARTS DEPT KEEPS CHARGING THE ENTIRE BOTTLE DUE THEY SAY THE CANT GET THE UNUSED PORTION BACK DUE TO CANT KEEP ...
Re: PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 02/25/2010
Does your parts department make service eat the difference and why cant you have partial bottles?
Re: PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 02/25/2010
HAVE THE SAME PROBLEM!! LET ME KNOW IF YOU FIND A SOLUTION......
Re: PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 02/25/2010
... and we agreed that they wont charge out any fluid on the RO. They just charge the bottle to our service dept directly. I then charge out the fluid ($1.40) on the RO's as a fluid(on ADP I just add it like a misc charge in ASL) and submit $1.40 in net....
Re: PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 02/25/2010
DOES THE MONEY END ON IT COME OUT RIGHT DOING IT THAT WAY??? OR IS THE INVENTORY WAY OFF????
Re: PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 02/25/2010
Heather - are you the Heather from the recent workshop in Chicago? Sorry to get off track, but I have to know!
Re: PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 02/25/2010
I haven't had any problems with inventory being off posting it that way. No, I wasn't at a workshop recently.
Re: PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 02/26/2010
Thanks Heather! There was a Heather in our Chicago warranty class who just got warranties dumped on her like 1 week prior. She had no knowledge of the warranty process at all, and is trying to learn as she goes.
Re: PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 03/01/2010
We are on ADP. Our parts department doesn't charge the fluid out. I bill 1/4 container of fluid under miscellaneous and code it to the part department bill code (24200). I make sure to put the cost in at the correct amount. Parts gets credited for ...
Re: Question on outdated service update - 01/14/2011
You can fill out a recall action report and send it to your Fixed Op Manager. This person will then contact GM to have the campaign closed in VISS. If you need me to fax you the form to do this, post your fax # and I will send it along. I've forgotten ...
Re: Question on outdated service update - 01/14/2011
The form would be great! 719-275-0716 is the fax# here. Thanks so much!
Re: Question on outdated service update - 01/14/2011
You can find the form on Global Connect in the Library, under Service--Field Action--CAM-01 (Vehicle Recall Action Report) also.
Saturn Trans Service MIC code - 01/04/2011
I was rejected for labor op Moo61 for a Saturn Transmission Service. Net item exceeds allowance. This was my first Saturn Trans Service claim, anyone had any issues? Got any suggestions? Thanks, Brian
Question on outdated service update - 01/11/2011
We have a vehicle in inventory 07 Suburban with on open service update 07007 that expires with base warranty. This vehicle is out of warranty by miles and time. However, the VIS still shows the service update as open. I looked at the update information...
REJECT: SERVICE PART REPLACEMENT ??? - 02/11/2011
REJECT REASON: #842 SERVICE PART REPLACEMENT ....... NOT ON LIST / WHERE CAN I FIND INFO ON WHAT IT MEANS
Certified Service - 03/22/2011
I just found out that the 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, ...
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: Certified Service - 03/23/2011
... HUGE pain in the rump. As far as keeping track, we just check vehicle history in ADP prior to the service. They are entitled to 4 services (LOF/ROT) during the year. We also wrote the date & mileage on their cards, and when they completed the last...
Reject Code 038: Service Agent is not allowed to submit authorization code - 11/02/2010
Have you seen reject code 038 (service agent is not allowed to submit authorization code) on your warranty transaction submissions recently? If so... 1. how do you submit warranty transaction? Via an in house DMS (ADP/Reynolds/Auto Soft/etc) or directly...
Re: Reject Code 038: Service Agent is not allowed to submit authorization code - 11/03/2010
what authorization code are you trying to use?? its possible you are using the wrong one..
Re: Reject Code 038: Service Agent is not allowed to submit authorization code - 11/03/2010
IS THIS SOME KIND OF A TRICK QUESTION?? SOMETHING IS NOT RIGHT ..CONNIE
Re: Reject Code 038: Service Agent is not allowed to submit authorization code - 11/03/2010
I've received this reject code a few times and have Hrouted the claim with good notes. Usually they get paid with a little back & forth banter between me & the warranty specialist. I really don't know the reason, perhaps there are certain opcodes that ...
Re: Reject Code 038: Service Agent is not allowed to submit authorization code - 11/03/2010
It appears as though we have had 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 ...
Re: Reject Code 038: Service Agent is not allowed to submit authorization code - 11/03/2010
sorry i was reading this wrong..i did have a claim reject yesterday for code 038...not only for auth code not allowed but for related repairs and parts allowance for labor op J5650..i had problems fixing this on reynolds i went on global warranty and ...
Re: Reject Code 038: Service Agent is not allowed to submit authorization code - 11/19/2010
The technician GMIN error (005) was populated on the transaction in addition to the out of warranty error (code 802/803) - with the out of warranty error being informational, in this case, as you had applied your code for goodwill empowerment. Once ...
Re: Reject Code 038: Service Agent is not allowed to submit authorization code - 11/19/2010
thanks kristen for your help,i have been doing warranties off and on since 1973 and i always learn something new i like that..connie
Shuttle Service - 11/23/2010
Does warranty pay for a shuttle service if no repairs were done because they have to order the parts.
Re: Shuttle Service - 11/23/2010
Z1000, I found it in Warranty newsletter from May 2010
Re: Service Agent Summary Report - 06/25/2010
[quote] Tonia: It is called Service Agent Summary Report. It looks nothing like the old DA report. It is alittle confusing at first. [/quote] I'm still not finding the link. I suppose I will check with my system administrator to see if she has to add...
Re: Service Agent Summary Report - 06/28/2010
[quote] h&kchevy : [quote] Tonia: It is called Service Agent Summary Report. It looks nothing like the old DA report. It is alittle confusing at first. [/quote] I'm still not finding the link. I suppose I will check with my system administrator to see...
Re: Service Agent Summary Report - 06/28/2010
I'm not sure, but I have always had it since we changed to Global.
Re: Service Agent Summary Report - 06/29/2010
[quote] Tonia: It is called Service Agent Summary Report. It looks nothing like the old DA report. It is alittle confusing at first. [/quote] Is it supposed to be under the Report Generator section or the View Warranty Analysis Reports section?
Re: Service Agent Summary Report - 06/29/2010
It under the Analyze Warranty tab. But I still am not sure if May is there. I was told May's report would be available the 28th, but I only still see April. I'm gonna call DBC again.
Service Management Approvals and Authorizations - 09/02/2022
Service management approval is documented in the form of a signature or initials, date and time that the approval was made, and explanation. This approval indicates management involvement and consent for repairs that fall outside of the predetermined...
Service Management Approvals - 09/19/2007
... customer invoice after repairs are completed. At this time we are adding a labor op line with the service managers name date explanation of authorization etc so it prints out on the final repair order, but I am also still stamping a printed copy and...
Global Warranty Management Submission - 12/16/2016
... Warranty Management. There are a few critical details before we get started. Confirm that all service personnel The first step to beginning a new transaction is to select a Transaction Type. The different transactions types are Regular Vehicle Transaction,...
Warranty Briefs: Technical Service Bulletins - 12/08/2017
In reviewing some newer technical service bulletins there's a seemingly-strange commonality in the Warranty Information section a warranty claim is NOT to be submitted for the issue outlined in the bulletin. What gives? There's actually a really good...
SERVICE TIRE MONITOR LIGHT - 04/03/2008
I HAVE NOTICED WE HAVE HAD ALOT OF: (COMPLAINT-SERVICE TIRE MONITOR LIGHT ON) -- IS ANYONE ELSE HAVING ALOT OF THIS CONCERN, & HOW ARE YOU HANDLING IT & CODING FOR IT ?? THE CURRENT RO I HAVE IS A: 2008 TAHOE 1GNFK13038J197510 - WE CHECKED TIRE PRESSURE...
Re: SERVICE TIRE MONITOR LIGHT - 04/03/2008
... 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 Warning Sensor REplacement should be used whenever...
Re: SERVICE TIRE MONITOR LIGHT - 04/03/2008
I think alot of cust get there tires rotated and not getting there sensors relearned like in there owners man. I would use E0716 and WM/3L. It seems to work for me. Also let the cust know that is part of maint. or they will come back every time they get ...
Service Records Retention Question - 01/13/2009
I am aware of Policies & Procedures 1.6.3 that states "Dealer is responsible for maintaining complete and accurate records for a minimum period of 24 months from repair order date." My question to everyone is: how long does your dealership keep records, ...
Re: Service Records Retention Question - 01/13/2009
OUR DEALERSHIP KEEPS THE FILES FOR (5-YEARS) ..."CURRENT 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 ...
Re: Service Records Retention Question - 01/13/2009
... give us a certificate stating the paperwork was burned. The only paperwork we keep longer is for lifetime parts. We leave them in the customer file....
Re: Service Records Retention Question - 01/14/2009
We here in WA. keep 2 yrs of current records in the office, save 3 additional years in storage.
Service Update did not clear - 02/24/2009
I have a service update that still shows on our Service Update Bulletin link as open even though we completed it last Oct. It does show as closed in VIS and labor op shows in claim history. I tried calling DBC on it and they transferred me around a...
Re: Service Update did not clear - 02/24/2009
I had one on there for 5 or 6 months that finally disappeared. I ignored it and it went away!
Re: Service Update did not clear - 02/24/2009
I DIDN'T KNOW THAT THE SERVICE UPDATES EVER CLEARED. LEARN SOMETHING NEW EVERYDAY.
It appears as though we have had 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 ...
Re: Reject Code 038: Service Agent is not allowed to submit authorization code - 11/03/2010
sorry i was reading this wrong..i did have a claim reject yesterday for code 038...not only for auth code not allowed but for related repairs and parts allowance for labor op J5650..i had problems fixing this on reynolds i went on global warranty and ...
Re: Reject Code 038: Service Agent is not allowed to submit authorization code - 11/19/2010
The technician GMIN error (005) was populated on the transaction in addition to the out of warranty error (code 802/803) - with the out of warranty error being informational, in this case, as you had applied your code for goodwill empowerment. Once ...
Re: Reject Code 038: Service Agent is not allowed to submit authorization code - 11/19/2010
thanks kristen for your help,i have been doing warranties off and on since 1973 and i always learn something new i like that..connie
Shuttle Service - 11/23/2010
Does warranty pay for a shuttle service if no repairs were done because they have to order the parts.
Re: Shuttle Service - 11/23/2010
Z1000, I found it in Warranty newsletter from May 2010
Re: Service Agent Summary Report - 06/25/2010
[quote] Tonia: It is called Service Agent Summary Report. It looks nothing like the old DA report. It is alittle confusing at first. [/quote] I'm still not finding the link. I suppose I will check with my system administrator to see if she has to add...
Re: Service Agent Summary Report - 06/28/2010
[quote] h&kchevy : [quote] Tonia: It is called Service Agent Summary Report. It looks nothing like the old DA report. It is alittle confusing at first. [/quote] I'm still not finding the link. I suppose I will check with my system administrator to see...
Re: Service Agent Summary Report - 06/28/2010
I'm not sure, but I have always had it since we changed to Global.
Re: Service Agent Summary Report - 06/29/2010
[quote] Tonia: It is called Service Agent Summary Report. It looks nothing like the old DA report. It is alittle confusing at first. [/quote] Is it supposed to be under the Report Generator section or the View Warranty Analysis Reports section?
Re: Service Agent Summary Report - 06/29/2010
It under the Analyze Warranty tab. But I still am not sure if May is there. I was told May's report would be available the 28th, but I only still see April. I'm gonna call DBC again.
Service Management Approvals and Authorizations - 09/02/2022
Service management approval is documented in the form of a signature or initials, date and time that the approval was made, and explanation. This approval indicates management involvement and consent for repairs that fall outside of the predetermined...
Service Management Approvals - 09/19/2007
... customer invoice after repairs are completed. At this time we are adding a labor op line with the service managers name date explanation of authorization etc so it prints out on the final repair order, but I am also still stamping a printed copy and...
Global Warranty Management Submission - 12/16/2016
... Warranty Management. There are a few critical details before we get started. Confirm that all service personnel The first step to beginning a new transaction is to select a Transaction Type. The different transactions types are Regular Vehicle Transaction,...
Warranty Briefs: Technical Service Bulletins - 12/08/2017
In reviewing some newer technical service bulletins there's a seemingly-strange commonality in the Warranty Information section a warranty claim is NOT to be submitted for the issue outlined in the bulletin. What gives? There's actually a really good...
SERVICE TIRE MONITOR LIGHT - 04/03/2008
I HAVE NOTICED WE HAVE HAD ALOT OF: (COMPLAINT-SERVICE TIRE MONITOR LIGHT ON) -- IS ANYONE ELSE HAVING ALOT OF THIS CONCERN, & HOW ARE YOU HANDLING IT & CODING FOR IT ?? THE CURRENT RO I HAVE IS A: 2008 TAHOE 1GNFK13038J197510 - WE CHECKED TIRE PRESSURE...
Re: SERVICE TIRE MONITOR LIGHT - 04/03/2008
... 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 Warning Sensor REplacement should be used whenever...
Re: SERVICE TIRE MONITOR LIGHT - 04/03/2008
I think alot of cust get there tires rotated and not getting there sensors relearned like in there owners man. I would use E0716 and WM/3L. It seems to work for me. Also let the cust know that is part of maint. or they will come back every time they get ...
Service Records Retention Question - 01/13/2009
I am aware of Policies & Procedures 1.6.3 that states "Dealer is responsible for maintaining complete and accurate records for a minimum period of 24 months from repair order date." My question to everyone is: how long does your dealership keep records, ...
Re: Service Records Retention Question - 01/13/2009
OUR DEALERSHIP KEEPS THE FILES FOR (5-YEARS) ..."CURRENT 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 ...
Re: Service Records Retention Question - 01/13/2009
... give us a certificate stating the paperwork was burned. The only paperwork we keep longer is for lifetime parts. We leave them in the customer file....
Re: Service Records Retention Question - 01/14/2009
We here in WA. keep 2 yrs of current records in the office, save 3 additional years in storage.
Service Update did not clear - 02/24/2009
I have a service update that still shows on our Service Update Bulletin link as open even though we completed it last Oct. It does show as closed in VIS and labor op shows in claim history. I tried calling DBC on it and they transferred me around a...
Re: Service Update did not clear - 02/24/2009
I had one on there for 5 or 6 months that finally disappeared. I ignored it and it went away!
Re: Service Update did not clear - 02/24/2009
I DIDN'T KNOW THAT THE SERVICE UPDATES EVER CLEARED. LEARN SOMETHING NEW EVERYDAY.
Re: Service Update did not clear - 02/24/2009
Yep- in the service update bulletin link where it downloads the Excel sheet from GM. Once they pay, it is supposed to clear it out and should only show Service Updates that have not been completed. Does have the occasional hiccup!
first service warranty - 02/13/2024
is tire rotation includedFormat: Video
Service Management Approval Requirements - 12/26/2023
There are four elements of a service management authorization: Signature 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...
Service Training Standards - 12/26/2023
New course requirements have been added as Service Training Standards (STS) for 2024. Additionally, Body Structural training requirements will be changing in 2025. The courses are currently listed as Future Requirements on the Body Structure (I-CAR) Learning...
Service Information Functionality - 11/29/2023
GM has released work-arounds to address concerns within the Service Information application. In cases where the Bulletin Number Search is not working for certain bulletins/campaigns, search by Document ID if known, or enter the VIN or year/make/model...
Electronic Service Center Tips - 08/29/2023
There are several electronic components that are provided to dealerships by third-party Electronic Service Centers (ESC). Such components replaced under warranty or policy are owned by the ESC and are therefore only available through these third parties....
Service Update Bulletin - 07/25/2023
A Service Update Bulletin involves the immediate correction of new/unsold vehicles, prior 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...
Which service advisor/writer to use when closing ticket - 07/05/2023
We changed one of our service advisors while a repair was still being completed due to parts wait. When I submit the claim should I use the original advisor who wrote up the repair order or the new advisor who actually completed the ticket being...
Service Agent Analysis report - 05/12/2023
Hello, If you could do a video on the the "Service Agent Analysis report" What each category means. How to improve? Also dive into the trend report etc to better explain the report. Format: Video
recall #N222390690: Service Update - High Voltage Harness Contacting Metal Edge - (May 11, 2023) - 05/25/2023
Has anyone done this recall yet? i did not see where there is allowance for tape and wire ties.
Service Manager signature on PDI form - 03/29/2023
Does anyone know if the service manager signature is still required on the PDI inspection form? If not is there documentation that states that?
Service management approval - 01/09/2024
... 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 on this. Does anyone know if this is th...
1st Service Warranty Claim - 01/11/2024
Can I get compensated for tire rotation on the first service visit?
Service Bay Test - 01/22/2024
HiI know I had asked this question a while ago but still haven't figured out the best LOP to use. Has anyone else had to claim this? I know someone had mentioned before about using the diesel particulate filter lop with OLH. Would love to hear what others ...
Electronic Service Center processing warranty claims with CCL - 12/05/2022
Normally the ESC can be counted on to properly bill exchange components and not charge the dealership for the part. Today however, we ran into a situation where the owner was covered by a CCL,,,which was correctly noted in IVH,,,and the ESC still ...
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...
General Services Administration - 01/24/2023
... the Federal Government. Dealers may be called upon to participate in the pre-delivery inspection service for those vehicles. There will be no vehicle documents sent to the dealership for these deliveries as they do not involve any financial transactions...
Service Advisor Vehicle Interface (SAVI) - 01/05/2023
... by mid-2023 GM will begin checking submitted warranty claims for an approved and completed dongle service lane scan (e.g. SAVI, eAdvisor, Tekion). Once the effective date has been announced, claims that are submitted without a dongle device scan will...
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. ...
Service Information - 10/28/2022
... information, documentation and labor time is essential for successful warranty claims submission. Service Information, or SI, is one of those tools that a seasoned warranty administrator uses daily to find essential repair information. There are many...
Prior to Repair Approvals - 05/25/2022
There are a number of situations with a warranty transaction that require service management approval. This approval is in the form of a signature (or initials), date, time, and explanation. The date and time approval is given depends on what the approval...
Eligibility to Service - 04/26/2022
To be eligible to service electric models, dealers must have a current executed Participation Agreement in place, completed all required training and maintain all required tools and equipment. Once the requirements have been met, the dealer is eligible...
Eligibility to Service EV Models - 03/28/2022
... Agreement requires dealers maintain required training, tools, and equipment to be eligible to service electric vehicles. If all requirements are not satisfied, the dealership is unable to service EV vehicles. Additionally, transactions that are received...
Updates to the Service Policies & Procedures Manual - 07/27/2022
... 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 new vehicle bumper-to-bumper...
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...
Yep- in the service update bulletin link where it downloads the Excel sheet from GM. Once they pay, it is supposed to clear it out and should only show Service Updates that have not been completed. Does have the occasional hiccup!
first service warranty - 02/13/2024
is tire rotation includedFormat: Video
Service Management Approval Requirements - 12/26/2023
There are four elements of a service management authorization: Signature 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...
Service Training Standards - 12/26/2023
New course requirements have been added as Service Training Standards (STS) for 2024. Additionally, Body Structural training requirements will be changing in 2025. The courses are currently listed as Future Requirements on the Body Structure (I-CAR) Learning...
Service Information Functionality - 11/29/2023
GM has released work-arounds to address concerns within the Service Information application. In cases where the Bulletin Number Search is not working for certain bulletins/campaigns, search by Document ID if known, or enter the VIN or year/make/model...
Electronic Service Center Tips - 08/29/2023
There are several electronic components that are provided to dealerships by third-party Electronic Service Centers (ESC). Such components replaced under warranty or policy are owned by the ESC and are therefore only available through these third parties....
Service Update Bulletin - 07/25/2023
A Service Update Bulletin involves the immediate correction of new/unsold vehicles, prior 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...
Which service advisor/writer to use when closing ticket - 07/05/2023
We changed one of our service advisors while a repair was still being completed due to parts wait. When I submit the claim should I use the original advisor who wrote up the repair order or the new advisor who actually completed the ticket being...
Service Agent Analysis report - 05/12/2023
Hello, If you could do a video on the the "Service Agent Analysis report" What each category means. How to improve? Also dive into the trend report etc to better explain the report. Format: Video
recall #N222390690: Service Update - High Voltage Harness Contacting Metal Edge - (May 11, 2023) - 05/25/2023
Has anyone done this recall yet? i did not see where there is allowance for tape and wire ties.
Service Manager signature on PDI form - 03/29/2023
Does anyone know if the service manager signature is still required on the PDI inspection form? If not is there documentation that states that?
Service management approval - 01/09/2024
... 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 on this. Does anyone know if this is th...
1st Service Warranty Claim - 01/11/2024
Can I get compensated for tire rotation on the first service visit?
Service Bay Test - 01/22/2024
HiI know I had asked this question a while ago but still haven't figured out the best LOP to use. Has anyone else had to claim this? I know someone had mentioned before about using the diesel particulate filter lop with OLH. Would love to hear what others ...
Electronic Service Center processing warranty claims with CCL - 12/05/2022
Normally the ESC can be counted on to properly bill exchange components and not charge the dealership for the part. Today however, we ran into a situation where the owner was covered by a CCL,,,which was correctly noted in IVH,,,and the ESC still ...
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...
General Services Administration - 01/24/2023
... the Federal Government. Dealers may be called upon to participate in the pre-delivery inspection service for those vehicles. There will be no vehicle documents sent to the dealership for these deliveries as they do not involve any financial transactions...
Service Advisor Vehicle Interface (SAVI) - 01/05/2023
... by mid-2023 GM will begin checking submitted warranty claims for an approved and completed dongle service lane scan (e.g. SAVI, eAdvisor, Tekion). Once the effective date has been announced, claims that are submitted without a dongle device scan will...
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. ...
Service Information - 10/28/2022
... information, documentation and labor time is essential for successful warranty claims submission. Service Information, or SI, is one of those tools that a seasoned warranty administrator uses daily to find essential repair information. There are many...
Prior to Repair Approvals - 05/25/2022
There are a number of situations with a warranty transaction that require service management approval. This approval is in the form of a signature (or initials), date, time, and explanation. The date and time approval is given depends on what the approval...
Eligibility to Service - 04/26/2022
To be eligible to service electric models, dealers must have a current executed Participation Agreement in place, completed all required training and maintain all required tools and equipment. Once the requirements have been met, the dealer is eligible...
Eligibility to Service EV Models - 03/28/2022
... Agreement requires dealers maintain required training, tools, and equipment to be eligible to service electric vehicles. If all requirements are not satisfied, the dealership is unable to service EV vehicles. Additionally, transactions that are received...
Updates to the Service Policies & Procedures Manual - 07/27/2022
... 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 new vehicle bumper-to-bumper...
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...
Service Information: The LTG, Warranty Job Aid, and Bulletins/Documents - 10/26/2021
... information, documentation and labor time is essential for successful warranty claims submission. Service Information, or SI, is one of those tools that a seasoned warranty administrator uses daily to find essential repair information. There are many...
Service Management Approval - 01/27/2022
The most common items that require service management approval are: OLH time Repeat Repairs Policy Repairs Excessive Parts Repairs Odometer Discrepancy Add On Repairs A complete approval by service management includes: signature or initials, date, time,...
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...
Service Information - Improved! - 04/29/2021
The 2019-2021 light duty pickup service manual was rewritten in GM’s new service manual format. Technicians will notice limited link outs, enhanced torque tables with pictorials, and improved information about single use fasteners and component...
GM Service Replacement Part Warranties - 02/25/2021
Most GM service replacement parts replaced at a GM dealership carry a 24-month, unlimited mileage warranty. If the part fails within this warranty period, parts and labor, as well as towing, if necessary, are covered. If the part was sold over the counter,...
Service Update Bulletin N202319660 - 12/29/2020
The SUB addresses a valve spring issue on certain 2020-21 Cadillac Escalade, Chevrolet Camaro, Corvette, Silverado 1500, Suburban, Tahoe, and GMC Sierra 1500, Yukon vehicles. The bulletin specifically calls out the process of inspecting involved vehicles ...
New GM Warranty Aid in Service Information - 02/19/2018
Hey everyone! Go check out the new warranty aid! It is going to be a really huge help! Edit: Does anyone know why the job aid is not available for all years/models? I have had a few that don't offer it. Maybe ...
part warranty on service repair. - 12/21/2017
Doing a glow plug for special coverage. First glow plug installed was faulty right out of the box. unsure of proper way to document and submit for its replacement on the same job card
DAYS OUT OF SERVICE - 01/25/2018
DOES GM TRACK DAYS OUT OF SERVICE LIKE CHRYSLER DOESFormat: Article
Service Contract Claims ZSCT - 08/07/2017
How do I submit these claims with regards to the parts. I have one that paid but see that it didn't pay the parts mark up. This is for a condenser. I didn't think we had to do anything different with parts except in the case of radios. We don't do many ...
GMCPP72/100P SERVICE CONTRACT - 05/21/2018
GMCPP72/100P DOES ANYONE KNOW WHAT KIND OF CONTRACT THIS IS?
REJECTION % ON SERVICE AGENT ANALYSIS REPORT - 07/12/2018
Does anyone know what GM expects the reject % to be on the analysis report for warranty submission?Thanks!
Shuttle Service? - 11/30/2018
I was just reading the Dec 2018 newletter about Shuttle Service. I was disappointed to not see the documentation requirements for warranty when a shuttle is provided. Can anyone tell me?
Service Agent Installed vs Over the Counter submission - 04/17/2019
This is very confusing to new AND slightly experienced Warranty Administrators (I'm 4yrs into my career). I would love to see a video explaining what these are and why we do them, what the differences are, what documentation is needed, and how to submit ...
Service Agent Analysis Summary Report - 05/14/2019
Is there any way to see past SAASR? I accidentally missed February's for our records and was just wondering if there was a way to access it.
Maintenance Service on dual wheel vehicles - 08/31/2019
Okay. So I was looking up some information regarding the difference maintenances and prices and I saw on the chart that there is now an additional charge of $10 that we can claim for the tire rotation on the dual wheel vehicles? 6.6 and 6.0's This is ...
Service Manager - 11/14/2019
Hi, I'm filling in as warranty admin and will have some newbie questions. Please bear with me. I have been submitting basic one line, 1 part claims and field actions etc, but need to know how to submit multiple parts on a claim and how to route OLH. Need ...
In-service Date? - 01/16/2020
I'm so frustrated by things like this. Article in JLWarranty Jan 2020 states that this needs to be entered at Job Card write up and can be easily found on IVH. But then it doesn't tell us how or where to find it on the IVH. Would someone ...
MID ENGINE CORVETTE FIRST FREE SERVICE - 07/30/2020
Wondering if any of you have run into this, have an answer, or even know about it. The maintenance program for the new mid-engine Corvette is supposed to include a required change of the transmission filter and fluid top off and includes the oil and filter ...
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
Email with this subject=== Technician and Service Advisor ID Number Validation in Global Warranty Management - 07/22/2021
I received this email and one part I've a question on ..... In cases where a Service Advisor did not write the job card, the Service Manager can enter his/her GMIN (example: Service Manager authorizes a Goodwill reimbursement for an incidental non-warranty...
Forum - 11/29/2021
Service Information >Service Manuals (usually the top link) > search bar there
Analyst Ranking on Service Agent Summary Roport? - 01/05/2022
... to be a lower number...the lower the better. Global Warranty Manual, pg 64 states, "The Service Agent is ranked by their Comparative Analtics Total against other Service Agents. The Service Agent with highest Total is ranked #1. If a Service...
Service Bay Test Labor Op? - 02/22/2022
I've had 2 separate repairs where the tech performed Reductant System Malfunction Service Bay Test. Explanation of this is on doc 5190537. I am wondering if anyone else has had this and what labor op you used. The only thing I can come up with is CCND....
Maintenance Plans - 09/27/2017
... The bottom line: the purpose of the complimentary maintenance programs GM offers is to increase service retention and sales loyalty. Oil change frequency is based on the Oil Life Monitor system. GM does, however, allow for oil changes to be performed...
... information, documentation and labor time is essential for successful warranty claims submission. Service Information, or SI, is one of those tools that a seasoned warranty administrator uses daily to find essential repair information. There are many...
Service Management Approval - 01/27/2022
The most common items that require service management approval are: OLH time Repeat Repairs Policy Repairs Excessive Parts Repairs Odometer Discrepancy Add On Repairs A complete approval by service management includes: signature or initials, date, time,...
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...
Service Information - Improved! - 04/29/2021
The 2019-2021 light duty pickup service manual was rewritten in GM’s new service manual format. Technicians will notice limited link outs, enhanced torque tables with pictorials, and improved information about single use fasteners and component...
GM Service Replacement Part Warranties - 02/25/2021
Most GM service replacement parts replaced at a GM dealership carry a 24-month, unlimited mileage warranty. If the part fails within this warranty period, parts and labor, as well as towing, if necessary, are covered. If the part was sold over the counter,...
Service Update Bulletin N202319660 - 12/29/2020
The SUB addresses a valve spring issue on certain 2020-21 Cadillac Escalade, Chevrolet Camaro, Corvette, Silverado 1500, Suburban, Tahoe, and GMC Sierra 1500, Yukon vehicles. The bulletin specifically calls out the process of inspecting involved vehicles ...
New GM Warranty Aid in Service Information - 02/19/2018
Hey everyone! Go check out the new warranty aid! It is going to be a really huge help! Edit: Does anyone know why the job aid is not available for all years/models? I have had a few that don't offer it. Maybe ...
part warranty on service repair. - 12/21/2017
Doing a glow plug for special coverage. First glow plug installed was faulty right out of the box. unsure of proper way to document and submit for its replacement on the same job card
DAYS OUT OF SERVICE - 01/25/2018
DOES GM TRACK DAYS OUT OF SERVICE LIKE CHRYSLER DOESFormat: Article
Service Contract Claims ZSCT - 08/07/2017
How do I submit these claims with regards to the parts. I have one that paid but see that it didn't pay the parts mark up. This is for a condenser. I didn't think we had to do anything different with parts except in the case of radios. We don't do many ...
GMCPP72/100P SERVICE CONTRACT - 05/21/2018
GMCPP72/100P DOES ANYONE KNOW WHAT KIND OF CONTRACT THIS IS?
REJECTION % ON SERVICE AGENT ANALYSIS REPORT - 07/12/2018
Does anyone know what GM expects the reject % to be on the analysis report for warranty submission?Thanks!
Shuttle Service? - 11/30/2018
I was just reading the Dec 2018 newletter about Shuttle Service. I was disappointed to not see the documentation requirements for warranty when a shuttle is provided. Can anyone tell me?
Service Agent Installed vs Over the Counter submission - 04/17/2019
This is very confusing to new AND slightly experienced Warranty Administrators (I'm 4yrs into my career). I would love to see a video explaining what these are and why we do them, what the differences are, what documentation is needed, and how to submit ...
Service Agent Analysis Summary Report - 05/14/2019
Is there any way to see past SAASR? I accidentally missed February's for our records and was just wondering if there was a way to access it.
Maintenance Service on dual wheel vehicles - 08/31/2019
Okay. So I was looking up some information regarding the difference maintenances and prices and I saw on the chart that there is now an additional charge of $10 that we can claim for the tire rotation on the dual wheel vehicles? 6.6 and 6.0's This is ...
Service Manager - 11/14/2019
Hi, I'm filling in as warranty admin and will have some newbie questions. Please bear with me. I have been submitting basic one line, 1 part claims and field actions etc, but need to know how to submit multiple parts on a claim and how to route OLH. Need ...
In-service Date? - 01/16/2020
I'm so frustrated by things like this. Article in JLWarranty Jan 2020 states that this needs to be entered at Job Card write up and can be easily found on IVH. But then it doesn't tell us how or where to find it on the IVH. Would someone ...
MID ENGINE CORVETTE FIRST FREE SERVICE - 07/30/2020
Wondering if any of you have run into this, have an answer, or even know about it. The maintenance program for the new mid-engine Corvette is supposed to include a required change of the transmission filter and fluid top off and includes the oil and filter ...
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
Email with this subject=== Technician and Service Advisor ID Number Validation in Global Warranty Management - 07/22/2021
I received this email and one part I've a question on ..... In cases where a Service Advisor did not write the job card, the Service Manager can enter his/her GMIN (example: Service Manager authorizes a Goodwill reimbursement for an incidental non-warranty...
Forum - 11/29/2021
Service Information >Service Manuals (usually the top link) > search bar there
Analyst Ranking on Service Agent Summary Roport? - 01/05/2022
... to be a lower number...the lower the better. Global Warranty Manual, pg 64 states, "The Service Agent is ranked by their Comparative Analtics Total against other Service Agents. The Service Agent with highest Total is ranked #1. If a Service...
Service Bay Test Labor Op? - 02/22/2022
I've had 2 separate repairs where the tech performed Reductant System Malfunction Service Bay Test. Explanation of this is on doc 5190537. I am wondering if anyone else has had this and what labor op you used. The only thing I can come up with is CCND....
Maintenance Plans - 09/27/2017
... The bottom line: the purpose of the complimentary maintenance programs GM offers is to increase service retention and sales loyalty. Oil change frequency is based on the Oil Life Monitor system. GM does, however, allow for oil changes to be performed...
Warranty Policy Deviations - 10/01/2013
... 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 authorizing the Service...
Analyzing Warranty Parts - 02/04/2010
... root cause failure. Parts and associated documentation that do not meet the criteria required of service agents may be charged back. Parts in this category are usually there for the following reasons:The service agent returned incorrect or incomplete...
Reject Code 242 - 03/11/2010
... are submitted and paid without the need for an authorization code. If authorization is necessary, service management is given the authority, and that authority varies depending on the service agent's standing with GM, to self-authorize transactions that...
Forum - 04/18/2018
... self authorization for a policy decision indicated, and comments supporting the replacement of a lifetime part within the terms of the Limited Lifetime Parts Warranty Program without completion of the PET. ...
Authorization Responsbilities - 09/19/2017
Hi,04-00-89-015 says:"Service Agent must designate one person who is ultimately responsible and accountable for the management of warranty expense. All approvals must be issued by service management. When portions of responsibilities are delegated to...
What Would You Do - 04/18 - 03/26/2018
... issue requiring replacement approximately three years ago. Since the compressor is a limited lifetime part, the advisor wrote the job card up as a warranty concern. The job card was dispatched to a technician, where the vehicle was diagnosed,...
Part Warranty Clarification - 04/25/2023
... Policies and Procedures manual, starting on page 112. General Motors Certified Service Limited Lifetime Parts: Lifetime Parts are covered as long as the original purchaser still owns the vehicle. The following are parts covered under this warranty...
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...
Job Card Write-Up and Final Closeout - 05/26/2021
... VIN (one vehicle per job card) Odometer reading as physically inspected on the vehicle by the service advisor (do not record tenths) at the time of write up for mileage in and recorded for mileage out. One of the following: Delivery date,...
Data Analysis - 01/27/2022
Data Analysis: Last month we took a look at the Analyze Warranty section of Global Warranty Management as well as the Service Agent Analysis Summary Report and Comparative Analytics. These tools provide the dealer with the ability to analyze and manage...
Customer Concern Verification Sheets - 08/22/2022
There is no question that one of the 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...
Forum - 05/10/2018
... months/unlimited miles from the original installation of the part B) Covered by the Limited Lifetime Parts Warranty (Parts Only, No Labor) C) Covered by a Consumer Parts and Accessories Warranty So I'm not entirely sure whether it would...
Re: Part Warranty - 09/02/2009
since it is a new part it should carry the new part guarantee of the 12/12.
Re: Parts Warranty - 02/27/2014
... sounds as though your service advisor may have been referring to the new Certified Service Limited Lifetime Parts Warranty (new-January 1, 2013). With this program 12 specific components receive a limited lifetime warranty. While the components are covered...
Sublet Warranty Repairs - 11/18/2010
... labour allowance would be 1.8 and the maximum material allowance would be $46.96. Using the service agent's labour rate they would have submitted the transaction for a total of $198.45, had they had their own body shop. GM Policies and Procedures state...
Product Field Action Reimbursements - 06/08/2011
... Assistance Center. Beginning May 15th, 2011, a request for reimbursement is now handled by the service agent. If your customer seeks reimbursement they must complete the GM Product Field Action Customer Reimbursement form (CCRF) that is included with...
Maintenance Program Labour Operations Now in the Labour Time Guide - 09/04/2013
... oil change, tire rotation, cabin air filter replacement, engine air filter, and clutch hydraulic service. Reimbursement for these services also states to refer to the Dealer Guide. The Cadillac Premium Care Maintenance Guide may be found in GlobalConnect/Service...
The New Cadillac Certified Pre Owned Program - 07/03/2013
... manufacturer's pre-owned warranty. The 6 year/70,000 mile coverage will begin with the original in-service date, the same as the previous Cadillac CPO warranty. All Cadillac CPO vehicles come with three months of OnStar Directions and Connections. The...
From the P&P Manual - 11/18/2013
... Options A & C - Article 1.5.1.1 through 1.5.1.6: There are two different options available for Service Agent warranty labour rates, Option A (retail rate) and Option C (Consumer Price Index). Option A is available to the dealer by completing a service...
Authorization Codes - 01/10/2014
Global Warranty Management tracks a service agent's effective use of authorization codes. To view your effectiveness in applying authorization codes go to: Analyze Warranty/View Warranty Analysis Reports/Service Agent Empowerment Usage and select the...
Free Agent Audit: - 08/09/2012
In mid-June, 2012, GM distributed non-compliance audit notices that pertained to the Free Agent Brand Retention Service Private Offer Program. The private service offer was for select Saturn, Pontiac, Hummer and retained brand customers whose dealership...
A Review of Roadside Assistance - 02/07/2012
... Assistance has been a supplement to the New Vehicle Limited Warranty coverage for many years. Services are provided for up to the 5 years or 100,000 miles and are allowed for anyone driving the covered vehicle. This service is not a part of the New Vehicle...
SUBs - 06/06/2012
How many vehicles on the lot have an open SUB (Service Update), or Field Action Bulletin? Log onto GlobalConnect and click the Service tab to review the Vehicles in Inventory with Open Service Update Bulletins or Field Actions. Make it a priority to complete...
Effective Use of Authorization Codes - 02/02/2016
There is a report in Global Warranty Management that tracks a service agent's effective use of authorization codes. To view your effectiveness in applying authorization codes, go to: Analyze Warranty > View Warranty Analysis Reports > Service Agent...
Required Operating Procedures - 04/08/2016
The Required Operating Procedure Bulletin was updated in early March to include the 2017 model year and update the Service Management Authorization Matrix. The 8 points that are contained within the bulletin have been taken from the GM Policies...
... 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 authorizing the Service...
Analyzing Warranty Parts - 02/04/2010
... root cause failure. Parts and associated documentation that do not meet the criteria required of service agents may be charged back. Parts in this category are usually there for the following reasons:The service agent returned incorrect or incomplete...
Reject Code 242 - 03/11/2010
... are submitted and paid without the need for an authorization code. If authorization is necessary, service management is given the authority, and that authority varies depending on the service agent's standing with GM, to self-authorize transactions that...
Forum - 04/18/2018
... self authorization for a policy decision indicated, and comments supporting the replacement of a lifetime part within the terms of the Limited Lifetime Parts Warranty Program without completion of the PET. ...
Authorization Responsbilities - 09/19/2017
Hi,04-00-89-015 says:"Service Agent must designate one person who is ultimately responsible and accountable for the management of warranty expense. All approvals must be issued by service management. When portions of responsibilities are delegated to...
What Would You Do - 04/18 - 03/26/2018
... issue requiring replacement approximately three years ago. Since the compressor is a limited lifetime part, the advisor wrote the job card up as a warranty concern. The job card was dispatched to a technician, where the vehicle was diagnosed,...
Part Warranty Clarification - 04/25/2023
... Policies and Procedures manual, starting on page 112. General Motors Certified Service Limited Lifetime Parts: Lifetime Parts are covered as long as the original purchaser still owns the vehicle. The following are parts covered under this warranty...
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...
Job Card Write-Up and Final Closeout - 05/26/2021
... VIN (one vehicle per job card) Odometer reading as physically inspected on the vehicle by the service advisor (do not record tenths) at the time of write up for mileage in and recorded for mileage out. One of the following: Delivery date,...
Data Analysis - 01/27/2022
Data Analysis: Last month we took a look at the Analyze Warranty section of Global Warranty Management as well as the Service Agent Analysis Summary Report and Comparative Analytics. These tools provide the dealer with the ability to analyze and manage...
Customer Concern Verification Sheets - 08/22/2022
There is no question that one of the 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...
Forum - 05/10/2018
... months/unlimited miles from the original installation of the part B) Covered by the Limited Lifetime Parts Warranty (Parts Only, No Labor) C) Covered by a Consumer Parts and Accessories Warranty So I'm not entirely sure whether it would...
Re: Part Warranty - 09/02/2009
since it is a new part it should carry the new part guarantee of the 12/12.
Re: Parts Warranty - 02/27/2014
... sounds as though your service advisor may have been referring to the new Certified Service Limited Lifetime Parts Warranty (new-January 1, 2013). With this program 12 specific components receive a limited lifetime warranty. While the components are covered...
Sublet Warranty Repairs - 11/18/2010
... labour allowance would be 1.8 and the maximum material allowance would be $46.96. Using the service agent's labour rate they would have submitted the transaction for a total of $198.45, had they had their own body shop. GM Policies and Procedures state...
Product Field Action Reimbursements - 06/08/2011
... Assistance Center. Beginning May 15th, 2011, a request for reimbursement is now handled by the service agent. If your customer seeks reimbursement they must complete the GM Product Field Action Customer Reimbursement form (CCRF) that is included with...
Maintenance Program Labour Operations Now in the Labour Time Guide - 09/04/2013
... oil change, tire rotation, cabin air filter replacement, engine air filter, and clutch hydraulic service. Reimbursement for these services also states to refer to the Dealer Guide. The Cadillac Premium Care Maintenance Guide may be found in GlobalConnect/Service...
The New Cadillac Certified Pre Owned Program - 07/03/2013
... manufacturer's pre-owned warranty. The 6 year/70,000 mile coverage will begin with the original in-service date, the same as the previous Cadillac CPO warranty. All Cadillac CPO vehicles come with three months of OnStar Directions and Connections. The...
From the P&P Manual - 11/18/2013
... Options A & C - Article 1.5.1.1 through 1.5.1.6: There are two different options available for Service Agent warranty labour rates, Option A (retail rate) and Option C (Consumer Price Index). Option A is available to the dealer by completing a service...
Authorization Codes - 01/10/2014
Global Warranty Management tracks a service agent's effective use of authorization codes. To view your effectiveness in applying authorization codes go to: Analyze Warranty/View Warranty Analysis Reports/Service Agent Empowerment Usage and select the...
Free Agent Audit: - 08/09/2012
In mid-June, 2012, GM distributed non-compliance audit notices that pertained to the Free Agent Brand Retention Service Private Offer Program. The private service offer was for select Saturn, Pontiac, Hummer and retained brand customers whose dealership...
A Review of Roadside Assistance - 02/07/2012
... Assistance has been a supplement to the New Vehicle Limited Warranty coverage for many years. Services are provided for up to the 5 years or 100,000 miles and are allowed for anyone driving the covered vehicle. This service is not a part of the New Vehicle...
SUBs - 06/06/2012
How many vehicles on the lot have an open SUB (Service Update), or Field Action Bulletin? Log onto GlobalConnect and click the Service tab to review the Vehicles in Inventory with Open Service Update Bulletins or Field Actions. Make it a priority to complete...
Effective Use of Authorization Codes - 02/02/2016
There is a report in Global Warranty Management that tracks a service agent's effective use of authorization codes. To view your effectiveness in applying authorization codes, go to: Analyze Warranty > View Warranty Analysis Reports > Service Agent...
Required Operating Procedures - 04/08/2016
The Required Operating Procedure Bulletin was updated in early March to include the 2017 model year and update the Service Management Authorization Matrix. The 8 points that are contained within the bulletin have been taken from the GM Policies...
Did You Know? - 03/26/2015
The service management authorization matrix was revised in March of this year. The service management authorization requirement for diagnostic time approval has been removed. The most recent copy of the matrix is available in the Service Policies...
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 ...
A Review of the Courtesy Transportation Program - 10/01/2013
... transportation reimbursement. Only shuttles, one-way or two-way, are reimbursable for any warranty service. The other options are for overnight repairs only, with the exception of Cadillac customers who qualify for all of the courtesy transportation...
Going With the Flow Chart - 03/08/2012
A day in the service department of your dealership can often be described as anything but routine, but a good routine will help everyone remember their responsibilities and to insure that important steps do not get missed. Not all dealerships operate...
Customer Assistance - 04/28/2015
... issue. The booklet states that customer satisfaction and goodwill are important to both the service agent and GM. Concerns with sales transactions or the operation of the vehicle are best resolved by the service agent, either in the sales or service...
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...
Authorization to Perform Repairs - 12/01/2015
... card. The following is an example of an authorization to perform repairs statement from the Service Policies and Procedures Manual Article 3.2.4.The following policies pertain to customer signatures on warranty and policy transactions:The customer...
Reject of the Month - 10/03/2014
The owner of a 2010 Chevrolet Traverse had their local service department take a look at the vehicle's power steering as they found it to be locking up at times. The technician verified that the steering did indeed lock up and found that the failure was...
Achieving Elite - 01/28/2014
... Elite status can find their dealership data in GWM by selecting the 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...
24 Month Warranty - 04/22/2019
... covered under the GM Certified Service Limited Lifetime Parts warranty changed April 1, 2018, as well. While the parts listed below have a lifetime warranty, labor is only covered for 24 months. Labor on these parts that fail after 24 months is the responsibility...
GM Replacement Parts Warranty - 06/26/2019
... type created for parts that had longer warranty coverage, including parts that had a limited lifetime warranty. These parts and parts that have the new 24 months, unlimited mileage warranty may require approval as a policy repair as the edits for part...
Cadillac Roadside - 07/25/2017
... and CPO vehicles, 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...
Missing Paperwork - 03/10/2011
... employee turnover for dealers across the nation. Many new names and faces now staff dealership service and administrative offices everywhere. This increase in new hires and shifting positions within the dealer network has lead to increased errors and...
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...
2022 Policies & Procedures Updates - 03/28/2022
The Service Policies and Procedures manual was updated in March, as usually happens once a year. Many of the updates are changes made and announced last year so while they are not new policies, they are now documented in the P&P manual. Some updates...
New Year, New Compliance Initiative - 12/26/2023
... warranty job card must be signed by the customer authorizing the dealer to perform the requested service/repairs. If the customer is present, service advisors simply have the customer sign on the authorization to repair line. If a service advisor fails...
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 - 07/12/2021
Hello cmcge8810! Service Policies and Procedures Article 6.2.1 states the following in regards to stock vehicles: Service-Agent owned units: job card must clearly indicate in the owner information section that the vehicle is Service-Agent owned with...
Forum - 01/17/2020
This would also be a ZPTC would it not? Limited lifetime is parts only, not labor.
Forum - 01/16/2020
I have to use policy indicator, if outside the 24/unlimited (for lifetime warranty items), or on 36/100k (for powertrain items)
Forum - 01/16/2020
Things have definitely changed since the question pertaining to Lifetime Warranty brake components was posted on the Forum back in early 2010, right around the time that GWM was still in its infancy (hard to believe that was 10 years ago already!). As...
Forum - 03/06/2020
Pretty sure the Limited Lifetime Part warranty & 3/100 on Major Assemblies are exempt from PET
Re: CLAIM TYPE B - 07/02/2008
I am on "Reynolds" system & we have to put those shorter vin #'s in with (0's) in front of it ---- just another thought... did it fall under the Lifetime warranty Program ??
Freight - 07/30/2008
Does anyone know if one can claim freight an a lifetime warr part, getting late in the day and can't think.
Open Recalls - 12/24/2010
Service incentives and complimentary service certificates have been great tools to increase the traffic in every dealer's service department. While these items provide easy service dollars for dealerships, there are often additional dollars that are missed ...
The service management authorization matrix was revised in March of this year. The service management authorization requirement for diagnostic time approval has been removed. The most recent copy of the matrix is available in the Service Policies...
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 ...
A Review of the Courtesy Transportation Program - 10/01/2013
... transportation reimbursement. Only shuttles, one-way or two-way, are reimbursable for any warranty service. The other options are for overnight repairs only, with the exception of Cadillac customers who qualify for all of the courtesy transportation...
Going With the Flow Chart - 03/08/2012
A day in the service department of your dealership can often be described as anything but routine, but a good routine will help everyone remember their responsibilities and to insure that important steps do not get missed. Not all dealerships operate...
Customer Assistance - 04/28/2015
... issue. The booklet states that customer satisfaction and goodwill are important to both the service agent and GM. Concerns with sales transactions or the operation of the vehicle are best resolved by the service agent, either in the sales or service...
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...
Authorization to Perform Repairs - 12/01/2015
... card. The following is an example of an authorization to perform repairs statement from the Service Policies and Procedures Manual Article 3.2.4.The following policies pertain to customer signatures on warranty and policy transactions:The customer...
Reject of the Month - 10/03/2014
The owner of a 2010 Chevrolet Traverse had their local service department take a look at the vehicle's power steering as they found it to be locking up at times. The technician verified that the steering did indeed lock up and found that the failure was...
Achieving Elite - 01/28/2014
... Elite status can find their dealership data in GWM by selecting the 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...
24 Month Warranty - 04/22/2019
... covered under the GM Certified Service Limited Lifetime Parts warranty changed April 1, 2018, as well. While the parts listed below have a lifetime warranty, labor is only covered for 24 months. Labor on these parts that fail after 24 months is the responsibility...
GM Replacement Parts Warranty - 06/26/2019
... type created for parts that had longer warranty coverage, including parts that had a limited lifetime warranty. These parts and parts that have the new 24 months, unlimited mileage warranty may require approval as a policy repair as the edits for part...
Cadillac Roadside - 07/25/2017
... and CPO vehicles, 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...
Missing Paperwork - 03/10/2011
... employee turnover for dealers across the nation. Many new names and faces now staff dealership service and administrative offices everywhere. This increase in new hires and shifting positions within the dealer network has lead to increased errors and...
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...
2022 Policies & Procedures Updates - 03/28/2022
The Service Policies and Procedures manual was updated in March, as usually happens once a year. Many of the updates are changes made and announced last year so while they are not new policies, they are now documented in the P&P manual. Some updates...
New Year, New Compliance Initiative - 12/26/2023
... warranty job card must be signed by the customer authorizing the dealer to perform the requested service/repairs. If the customer is present, service advisors simply have the customer sign on the authorization to repair line. If a service advisor fails...
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 - 07/12/2021
Hello cmcge8810! Service Policies and Procedures Article 6.2.1 states the following in regards to stock vehicles: Service-Agent owned units: job card must clearly indicate in the owner information section that the vehicle is Service-Agent owned with...
Forum - 01/17/2020
This would also be a ZPTC would it not? Limited lifetime is parts only, not labor.
Forum - 01/16/2020
I have to use policy indicator, if outside the 24/unlimited (for lifetime warranty items), or on 36/100k (for powertrain items)
Forum - 01/16/2020
Things have definitely changed since the question pertaining to Lifetime Warranty brake components was posted on the Forum back in early 2010, right around the time that GWM was still in its infancy (hard to believe that was 10 years ago already!). As...
Forum - 03/06/2020
Pretty sure the Limited Lifetime Part warranty & 3/100 on Major Assemblies are exempt from PET
Re: CLAIM TYPE B - 07/02/2008
I am on "Reynolds" system & we have to put those shorter vin #'s in with (0's) in front of it ---- just another thought... did it fall under the Lifetime warranty Program ??
Freight - 07/30/2008
Does anyone know if one can claim freight an a lifetime warr part, getting late in the day and can't think.
Open Recalls - 12/24/2010
Service incentives and complimentary service certificates have been great tools to increase the traffic in every dealer's service department. While these items provide easy service dollars for dealerships, there are often additional dollars that are missed ...
Saturn, Hummer and Pontiac Vehicle Warranty Repairs - 11/18/2010
... for the performance of warranty repairs. All GM dealers are empowered to offer cross-line warranty service repairs. These repairs may be performed as long as the customer is still covered under the new vehicle warranty and the service department has...
Owner's Manual Availability - 05/12/2010
... (how to reset a power folding mirror, for example) on a certain vehicle, but can't find it in the service manual? The owners manual provides technical or service information that is helpful to the customer and in the service area. Access Service Information...
Required Operating Procedures - 06/27/2016
The Required Operating Procedures bulletin has been updated again. The updates were made to the Service Management Authorization matrix and the Frequently Asked Questions sections. Changes to the matrix include removing the, "require authorization...
Courtesy Transportation Update - 01/28/2014
... Rate Reimbursement Tier 1 Rentals (all GM brands/models, except Cadillac) - The Service Agent can submit for actual rental expenses up to a maximum of $38 per day when a GM vehicle is rented from a preferred rental agency. Chevrolet or Buick/GMC...
Customer Assistance Center Diagnosis Waiver - 06/06/2014
... dealership about a vehicle concern. When this happens, CAC advisors would often contact dealership service management to discuss the concern, with the goal of coming up with a satisfactory solution. Since July 1st, 2013, the GM Customer Experience CARS...
Goodwill - 08/05/2014
... Today that term is Policy. The current definition of Goodwill 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...
Roadside Assistance - 05/24/2016
All new GM vehicles come with complimentary Roadside Assistance services. The program includes:Towing (legal roadways only)Flat tire or tire compressor and sealant kit changeLock-out assistanceBattery jump startMobile EV charging (select markets)Emergency...
Policy and Customer Participation - 10/08/2012
Policy repairs have become a focal point within GM and the supporting documentation provided 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...
Chevrolet Courtesy Transportation Program - 12/09/2013
... required retention periods:Accumulate a minimum of 2,000 qualified miles and be in GMDRAC service for a minimum of 90 calendar days.Accumulate a minimum of 3,000 qualified miles, regardless of time in GMDRAC service. Qualified miles include only...
Changes to Special Coverage 10054 - 07/30/2013
... that required customer participation; the customer was responsible for 50% of the cost of the service. Effective immediately, the service is being entirely reimbursed by GM. This policy change is retroactive and some customers will be entitled to a refund.Customers...
OLH Best Practice - 04/12/2013
Service management approval in the form of a signature, date and explanation, is the method of documenting the involvement and consent of service agent facility service management prior to the work being performed. GM Service Policies & Procedures ...
Policy Repairs and Mandatory Minimums - 11/05/2012
Service Agents have routinely 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 ...
The Standard Certified Pre-Owned 2 year or 30,000 Maintenance Plan - 01/24/2013
... provided is an oil and filter change, tire rotation, and multi-point vehicle inspection. Service agent reimbursement, however, requires these services be performed only when the Oil Life Monitoring System indicates it is time to change the oil, or as...
Making an Effective Policy Decision - 08/09/2012
... result of a defect in materials or workmanship.Goodwill Transaction: When a situation arises where service management would like to offer the customer a token of apology or a maintenance service due to an inconvenience.Policy Transaction: When a vehicle...
Revised Authorization Matrix - 04/08/2016
The Service Management Authorization Matrix was updated in March. This matrix clearly defines the requirements pertaining to service management approval and when it is needed - before a repair is started or simply prior to transaction submission. The...
Properly Documenting a Policy Repair - 02/02/2016
... policy repair (a warranty repair on a vehicle that is out of warranty) can only be granted by the service manager, or a qualified member of the service management team. Technicians, warranty administrators, or other non-supervisory hourly personnel cannot...
More on Repeat Repairs - 10/02/2015
GM flags a repair as a repeat repair if it has been performed within three months of a previous like repair. Service advisors are required to bring to the attention of service management any repairs that may be a comeback and approval must be documented...
Authorization Timing - 06/30/2015
Authorization Timing: Service management authorization is required in certain situations. The authorization must be in the form of an explanation, date, time and signature/initials. Different types of authorization require intervention by management at...
Certified Pre-Owned Vehicles and Open Recalls - 06/30/2015
... 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 CUIS inventory to check that...
Warranty Parts Expediting - 08/05/2014
Warranty Parts Expediting is a program designed to reimburse Service Agents 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...
Reject of the Month - 05/09/2014
... and the cooling system was refilled.Due to the excessive parts associated with the repair, the service manager pre-approved the excessive parts as well as the excessive net for the sublet invoice. The warranty administrator utilized the labour operation...
F and I Products - 11/25/2014
... Current product offerings include prepaid maintenance, lease wear and tear protection, extended service contracts, tire and wheel policies, and guaranteed asset protection. GM Customer Care and Aftersales hopes to start improving sales penetration in...
Global Warranty Management - 10/31/2014
Is your service department aware that a recall cannot be performed when the Field Action status in IVH displays "Incomplete Remedy Not Yet Available"? GM is required to publish all of the VINs associated with a Safety or Safety-related No-Compliance Recall...
Labor Operations and the Causal Part - 08/23/2016
... the condenser caused the compressor to fail. How should the second claim be submitted? First, the service advisor, when writing the job card, should have indicated that the customer was in for service three days ago with the same complaint. The job card...
Pyramid Repairs - 12/21/2016
... repairs both require authorization code R for payment. A repeat repair that is a comeback requires service management approval before the technician even begins working on the vehicle that is back for a second repair. A pyramid repair requires service...
... for the performance of warranty repairs. All GM dealers are empowered to offer cross-line warranty service repairs. These repairs may be performed as long as the customer is still covered under the new vehicle warranty and the service department has...
Owner's Manual Availability - 05/12/2010
... (how to reset a power folding mirror, for example) on a certain vehicle, but can't find it in the service manual? The owners manual provides technical or service information that is helpful to the customer and in the service area. Access Service Information...
Required Operating Procedures - 06/27/2016
The Required Operating Procedures bulletin has been updated again. The updates were made to the Service Management Authorization matrix and the Frequently Asked Questions sections. Changes to the matrix include removing the, "require authorization...
Courtesy Transportation Update - 01/28/2014
... Rate Reimbursement Tier 1 Rentals (all GM brands/models, except Cadillac) - The Service Agent can submit for actual rental expenses up to a maximum of $38 per day when a GM vehicle is rented from a preferred rental agency. Chevrolet or Buick/GMC...
Customer Assistance Center Diagnosis Waiver - 06/06/2014
... dealership about a vehicle concern. When this happens, CAC advisors would often contact dealership service management to discuss the concern, with the goal of coming up with a satisfactory solution. Since July 1st, 2013, the GM Customer Experience CARS...
Goodwill - 08/05/2014
... Today that term is Policy. The current definition of Goodwill 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...
Roadside Assistance - 05/24/2016
All new GM vehicles come with complimentary Roadside Assistance services. The program includes:Towing (legal roadways only)Flat tire or tire compressor and sealant kit changeLock-out assistanceBattery jump startMobile EV charging (select markets)Emergency...
Policy and Customer Participation - 10/08/2012
Policy repairs have become a focal point within GM and the supporting documentation provided 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...
Chevrolet Courtesy Transportation Program - 12/09/2013
... required retention periods:Accumulate a minimum of 2,000 qualified miles and be in GMDRAC service for a minimum of 90 calendar days.Accumulate a minimum of 3,000 qualified miles, regardless of time in GMDRAC service. Qualified miles include only...
Changes to Special Coverage 10054 - 07/30/2013
... that required customer participation; the customer was responsible for 50% of the cost of the service. Effective immediately, the service is being entirely reimbursed by GM. This policy change is retroactive and some customers will be entitled to a refund.Customers...
OLH Best Practice - 04/12/2013
Service management approval in the form of a signature, date and explanation, is the method of documenting the involvement and consent of service agent facility service management prior to the work being performed. GM Service Policies & Procedures ...
Policy Repairs and Mandatory Minimums - 11/05/2012
Service Agents have routinely 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 ...
The Standard Certified Pre-Owned 2 year or 30,000 Maintenance Plan - 01/24/2013
... provided is an oil and filter change, tire rotation, and multi-point vehicle inspection. Service agent reimbursement, however, requires these services be performed only when the Oil Life Monitoring System indicates it is time to change the oil, or as...
Making an Effective Policy Decision - 08/09/2012
... result of a defect in materials or workmanship.Goodwill Transaction: When a situation arises where service management would like to offer the customer a token of apology or a maintenance service due to an inconvenience.Policy Transaction: When a vehicle...
Revised Authorization Matrix - 04/08/2016
The Service Management Authorization Matrix was updated in March. This matrix clearly defines the requirements pertaining to service management approval and when it is needed - before a repair is started or simply prior to transaction submission. The...
Properly Documenting a Policy Repair - 02/02/2016
... policy repair (a warranty repair on a vehicle that is out of warranty) can only be granted by the service manager, or a qualified member of the service management team. Technicians, warranty administrators, or other non-supervisory hourly personnel cannot...
More on Repeat Repairs - 10/02/2015
GM flags a repair as a repeat repair if it has been performed within three months of a previous like repair. Service advisors are required to bring to the attention of service management any repairs that may be a comeback and approval must be documented...
Authorization Timing - 06/30/2015
Authorization Timing: Service management authorization is required in certain situations. The authorization must be in the form of an explanation, date, time and signature/initials. Different types of authorization require intervention by management at...
Certified Pre-Owned Vehicles and Open Recalls - 06/30/2015
... 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 CUIS inventory to check that...
Warranty Parts Expediting - 08/05/2014
Warranty Parts Expediting is a program designed to reimburse Service Agents 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...
Reject of the Month - 05/09/2014
... and the cooling system was refilled.Due to the excessive parts associated with the repair, the service manager pre-approved the excessive parts as well as the excessive net for the sublet invoice. The warranty administrator utilized the labour operation...
F and I Products - 11/25/2014
... Current product offerings include prepaid maintenance, lease wear and tear protection, extended service contracts, tire and wheel policies, and guaranteed asset protection. GM Customer Care and Aftersales hopes to start improving sales penetration in...
Global Warranty Management - 10/31/2014
Is your service department aware that a recall cannot be performed when the Field Action status in IVH displays "Incomplete Remedy Not Yet Available"? GM is required to publish all of the VINs associated with a Safety or Safety-related No-Compliance Recall...
Labor Operations and the Causal Part - 08/23/2016
... the condenser caused the compressor to fail. How should the second claim be submitted? First, the service advisor, when writing the job card, should have indicated that the customer was in for service three days ago with the same complaint. The job card...
Pyramid Repairs - 12/21/2016
... repairs both require authorization code R for payment. A repeat repair that is a comeback requires service management approval before the technician even begins working on the vehicle that is back for a second repair. A pyramid repair requires service...
Checking Tires - 10/13/2010
California recently passed new legislation that requires all automotive service providers to check and inflate the tires on every vehicle that enters their facility for service or repairs. They must also indicate on the customer's invoice that a tire...
Parts Expedite Revisions - 04/27/2011
... been well proven that customer satisfaction will increase when your customer has their warranty service needs completed in just one visit. Parts expediting is a tool that can help your dealership achieve maximum customer satisfaction.When a part is not...
Forum - 10/14/2021
... 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 additional repair is necessary and approves adding the line...
Did you know? - 11/15/2018
Service Policies & Procedures Manual - General Information Go Publish Date: November 30, 2017PreviousTable of ContentsNext Previous Table of Contents Next Print Current Page 4 - Warranty Parts Center / Parts Return Policy 4.6 ...
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 ...
Disclosure Requirements - 04/26/2022
... or GM approved part. This disclosure must be in writing. GM provides a disclosure form in both the Service Policies and Procedures manual, Article 3.8 and in GlobalConnect in the Service Forms app. Dealers can replicate the content of the form in their...
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 ...
Alternative Options - 01/24/2023
Service managers have a lot of responsibilities in a dealership. Warranty approvals, when necessary, are one of those responsibilities. Whether your dealership has a Service Manager, Service Director, Fixed Operations Manager, or all three, when it comes ...
Cross-Line Warranty - 03/23/2023
... 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 inconvenienced. GM allows Service Agents to perform these warranty...
New Year, New Compliance Initiative - 01/04/2022
... The requirement that advisors often miss at time of write up is confirming that the correct in-service date is displayed on the job card. All of the lines on the job card could be charged back in an audit if the in-service date is either missing completely...
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...
Forum - 03/27/2020
Our showrooom was closed to in-person traffic on 3/20/20 by order of our Governor. The service and parts departments have remained fully staffed and open during this time. Beginning Monday, our hours will change from 7:30-6 M-F to 8-5 M-F. As of yesterday,...
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.
Re: OPTION CODE VAT - DEALER INSTALLED CHROME GRILLE - 10/06/2008
... pay 1.5 the dealer i sreimbursed via the open parts account $105.00 See message from 9/24/08 Service / Service / Service Operations / Service Operations / G_0000012187. It has all the codes and reimbursement amounts. They are calculated at $70.00/hr....
Re: DMA PRE AUTH - 01/10/2013
The one I have was sent by my DMA to the service manager by email that included instructions and the form to use..which needs to be filled out by the service manager and emailed to the DMA,if approved the DMA will reply both to the service manager and...
Re: DISTRIBUTOR LABOR OP - 06/22/2011
... don't use distributors, could you use an ignition coil? I would use that with good notes. Is it a lifetime part? Was it replaced in the past? Maybe it would show up in VISS with an opcode (doubt it unless there is an open campaign), or maybe in the...
What Would You Do - 06/16 - 05/24/2016
... Equinox visited their local dealership for the second 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...
Forum - 06/08/2017
Additional resources: Service P&P Article 1.1.7 Comeback Prevention and Bulletin 01-00-89-010 (Comeback Prevention Tool) and Service P&P Article 3.3.2 Supporting Documentation (may include Service history printouts GM IVH, or Service Workbenc...
Forum - 03/31/2017
... : 36 months/100,000 miles (parts*) *Parts and Labor when sold OTC to a qualified Independent Service Center (ISC). Additional information available within Article 1.3.8 of the Parts Policies and Procedures Manual (Policies on Parts Sold Over the Counter): 2....
Forum - 01/17/2017
Who does all of your authorizations? Do they consider you the service manager? Our service manager was let go in October of last year and now our Parts Manager has taken on both roles, which is really tough, but they did loosely promote an advisor...
Brake Burnish - 06/08/2011
The Disc Brake Warranty Service and Procedures Bulletin, 00-05-22-002, has been revised to include the 2012 model year and to announce an increase in labour time for brake burnishing. Labour operation H9709 now reimburses the dealer 0.3 hours rather than...
Gear Up for Spring - 03/10/2011
With spring on its way for most of the nation there are great opportunities to gain additional service revenue in the service department. A "Spring Spruce-Up" program can be a great complement to the winter readiness inspections that were offered in the...
Recall Vehicle Action Report - 05/12/2010
One of the many tasks service advisors are required to do during the write up process is to verify that there are no open recalls on the vehicle. This is accomplished through investigating the vehicle history in GWM to check the "Required Field Actions"...
Glitzy Big City Store - 07/02/2010
... 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 and Associates'...
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,...
California recently passed new legislation that requires all automotive service providers to check and inflate the tires on every vehicle that enters their facility for service or repairs. They must also indicate on the customer's invoice that a tire...
Parts Expedite Revisions - 04/27/2011
... been well proven that customer satisfaction will increase when your customer has their warranty service needs completed in just one visit. Parts expediting is a tool that can help your dealership achieve maximum customer satisfaction.When a part is not...
Forum - 10/14/2021
... 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 additional repair is necessary and approves adding the line...
Did you know? - 11/15/2018
Service Policies & Procedures Manual - General Information Go Publish Date: November 30, 2017PreviousTable of ContentsNext Previous Table of Contents Next Print Current Page 4 - Warranty Parts Center / Parts Return Policy 4.6 ...
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 ...
Disclosure Requirements - 04/26/2022
... or GM approved part. This disclosure must be in writing. GM provides a disclosure form in both the Service Policies and Procedures manual, Article 3.8 and in GlobalConnect in the Service Forms app. Dealers can replicate the content of the form in their...
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 ...
Alternative Options - 01/24/2023
Service managers have a lot of responsibilities in a dealership. Warranty approvals, when necessary, are one of those responsibilities. Whether your dealership has a Service Manager, Service Director, Fixed Operations Manager, or all three, when it comes ...
Cross-Line Warranty - 03/23/2023
... 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 inconvenienced. GM allows Service Agents to perform these warranty...
New Year, New Compliance Initiative - 01/04/2022
... The requirement that advisors often miss at time of write up is confirming that the correct in-service date is displayed on the job card. All of the lines on the job card could be charged back in an audit if the in-service date is either missing completely...
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...
Forum - 03/27/2020
Our showrooom was closed to in-person traffic on 3/20/20 by order of our Governor. The service and parts departments have remained fully staffed and open during this time. Beginning Monday, our hours will change from 7:30-6 M-F to 8-5 M-F. As of yesterday,...
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.
Re: OPTION CODE VAT - DEALER INSTALLED CHROME GRILLE - 10/06/2008
... pay 1.5 the dealer i sreimbursed via the open parts account $105.00 See message from 9/24/08 Service / Service / Service Operations / Service Operations / G_0000012187. It has all the codes and reimbursement amounts. They are calculated at $70.00/hr....
Re: DMA PRE AUTH - 01/10/2013
The one I have was sent by my DMA to the service manager by email that included instructions and the form to use..which needs to be filled out by the service manager and emailed to the DMA,if approved the DMA will reply both to the service manager and...
Re: DISTRIBUTOR LABOR OP - 06/22/2011
... don't use distributors, could you use an ignition coil? I would use that with good notes. Is it a lifetime part? Was it replaced in the past? Maybe it would show up in VISS with an opcode (doubt it unless there is an open campaign), or maybe in the...
What Would You Do - 06/16 - 05/24/2016
... Equinox visited their local dealership for the second 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...
Forum - 06/08/2017
Additional resources: Service P&P Article 1.1.7 Comeback Prevention and Bulletin 01-00-89-010 (Comeback Prevention Tool) and Service P&P Article 3.3.2 Supporting Documentation (may include Service history printouts GM IVH, or Service Workbenc...
Forum - 03/31/2017
... : 36 months/100,000 miles (parts*) *Parts and Labor when sold OTC to a qualified Independent Service Center (ISC). Additional information available within Article 1.3.8 of the Parts Policies and Procedures Manual (Policies on Parts Sold Over the Counter): 2....
Forum - 01/17/2017
Who does all of your authorizations? Do they consider you the service manager? Our service manager was let go in October of last year and now our Parts Manager has taken on both roles, which is really tough, but they did loosely promote an advisor...
Brake Burnish - 06/08/2011
The Disc Brake Warranty Service and Procedures Bulletin, 00-05-22-002, has been revised to include the 2012 model year and to announce an increase in labour time for brake burnishing. Labour operation H9709 now reimburses the dealer 0.3 hours rather than...
Gear Up for Spring - 03/10/2011
With spring on its way for most of the nation there are great opportunities to gain additional service revenue in the service department. A "Spring Spruce-Up" program can be a great complement to the winter readiness inspections that were offered in the...
Recall Vehicle Action Report - 05/12/2010
One of the many tasks service advisors are required to do during the write up process is to verify that there are no open recalls on the vehicle. This is accomplished through investigating the vehicle history in GWM to check the "Required Field Actions"...
Glitzy Big City Store - 07/02/2010
... 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 and Associates'...
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,...
Other Labor Hours - 05/22/2018
... to account for technician labor time spent on a repair beyond the standard diagnostic and service procedures that are listed within the service manual. Service management is responsible for the reasonableness of the OLH requested. Management must also...
Where are the Manuals? - 03/11/2013
The Service Policies and Procedures manual is the go-to source for the majority of rules regarding GM warranty requirements. This manual can be found in the Service Workbench under Reports & Tools. When you select the link to open the manual, you...
F and I - 06/19/2013
... in May, with plans to roll it out nationwide by the end of the year. GM will offer extended service contracts, tire and wheel coverage and GAP (guaranteed asset protection) policies with the Buick, Cadillac, Chevrolet and GMC names. These products will...
2013 Chevrolet Silverado 1500 Maintenance Program - 04/12/2013
... filter. Also provided are a tire rotation and a multipoint vehicle inspection. This complimentary service must be performed in accordance with the OLH system and maintenance schedule of the vehicle. There is a maximum of 4 service events within the 2...
Effective Use of Self-Authorization Codes - 08/09/2012
Service management is empowered with self-authorization codes that enable warranty claims to be paid that would otherwise reject without the code. Most service agents are empowered to use:A - Authorize policy (out of warranty) repairsE - Authorize OLHH ...
Authorizations and Approvals - 05/02/2012
Service management authorization is required on certain types of transactions. This approval of repair is documented on the job card as a signature with a date and an explanation that displays the manager's involvement and consent of the repair...
Policy, Goodwill, Customer Enthusiasm, and Warranty - 03/08/2012
... result of a defect in materials or workmanship.Goodwill Transaction: When a situation arises where service management would like to offer the customer a token of apology or a maintenance service due to an inconvenience.Policy Transaction: When a vehicle...
Recalls as Add On Repairs - 09/09/2014
Service advisors should always verify that there are no open recalls on the vehicle they are writing up for service. However, that doesn't always happen. If an open recall is discovered after a job card has been written, the customer must first be contacted ...
June 2014 Recall Update - 06/06/2014
... in voltage fluctuations or intermittency in the Brake Apply Sensor (BAS) circuit that can cause service brake lamp malfunction. To correct the issues, dealers are to attach the wiring harness to the BCM with a spacer, apply dielectric lubricant to both...
Pyramid Repair Reminder - 06/30/2015
... than one repair in the same repair group, submitted on the same job card. Pyramid repairs require service management approval prior to the transaction submission. Valid approval must be documented as a signature or initials, date, time, and explanation...
Maintenance Programs - 09/02/2015
... Program that is listed in Applicable Warranties is still valid. The maintenance program service should be honored as defined by the terms of the individual program guidelines. Transactions for scheduled maintenance on vehicles with branded titles and/or...
Error 919 - 09/03/2015
... not compatible with this labor code X: This error code presented itself on a maintenance program service for a 2013 Chevrolet Silverado. The dealership submitted the labor operation for an oil change, tire rotation, and MPVI for the 2- year Chevrolet...
Option C - 12/01/2015
... for a three year enrollment.Additionally, Option C labor 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...
Courtesy Transportation Reminders - 03/01/2016
Rental vehicles are to be current or within the past one model year. Service agents who use their own rental vehicles as part of the Courtesy Transportation Program will have no problem adhering to this policy as the vehicles don't stay in the program...
Warranty Parts Center - 10/26/2016
The WPC process is the common method used to obtain parts replaced by GM Service Agents. The process enables Engineering, Suppliers, GM Supplier Quality, Production Plant, Assembly Plant and Brand Quality Management personnel to perform root cause analysis...
Process and Time Management - 01/28/2020
... often wear multiple hats. For those responsible for warranty administration, pinning down service management for necessary warranty approvals can be difficult, especially when their workloads have increased too. Some service managers I have talked...
Warranty Performance Analysis - 05/12/2010
... south. The auditor researched the dealership prior to the visit and found that there had been four service managers in the 12-month period prior to the scheduled audit. At the closing of the audit, as the auditor described the reasons for the large dollar...
Forum - 01/20/2017
Our Service Manager does the authorizations now that we know he has to. We weren't getting the correct authorizations for a little while because when our previous Service Manager got let go noone knew how to do warranty besides him. Our current...
Forum - 01/27/2017
... open required field action, which includes the ones with no remedy yet. All unsold new vehicles in Service Agents’ possession and subject to a product field action must be held and inspected/repaired per the service procedure described in the product...
Forum - 01/30/2017
From Service P&P Article 6.1: A Service Update Bulletin involves the immediate correction of new/unsold vehicles in Service Agent inventory and can also authorize Service Agents to correct involved customer vehicles that return for any type of service...
Re: Warranty Admin. job description - 12/12/2008
THE FOLLOWING CAME FROM THE ROS IN GLOBAL CONNECT. The service administrator function should be assigned to one person. This may be part-time work for one person, or full-time when there is enough volume to justify the position on that basis. Of course,...
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 - 06/19 - 05/29/2019
The owner of a late model vehicle 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...
What Would You Do - 04/22 - 03/28/2022
A Chevrolet Silverado 2500 truck was brought into the service department to address a service engine soon light. The technician checked codes and found DTC P02E1 intake air flow valve, command valve and no movement. Power and ground to the...
Forum - 01/08/2019
The service team - typically the service manager (or assistant service manager) & warranty administrator. In some cases, possibly even a service advisor or service based cashier.
... to account for technician labor time spent on a repair beyond the standard diagnostic and service procedures that are listed within the service manual. Service management is responsible for the reasonableness of the OLH requested. Management must also...
Where are the Manuals? - 03/11/2013
The Service Policies and Procedures manual is the go-to source for the majority of rules regarding GM warranty requirements. This manual can be found in the Service Workbench under Reports & Tools. When you select the link to open the manual, you...
F and I - 06/19/2013
... in May, with plans to roll it out nationwide by the end of the year. GM will offer extended service contracts, tire and wheel coverage and GAP (guaranteed asset protection) policies with the Buick, Cadillac, Chevrolet and GMC names. These products will...
2013 Chevrolet Silverado 1500 Maintenance Program - 04/12/2013
... filter. Also provided are a tire rotation and a multipoint vehicle inspection. This complimentary service must be performed in accordance with the OLH system and maintenance schedule of the vehicle. There is a maximum of 4 service events within the 2...
Effective Use of Self-Authorization Codes - 08/09/2012
Service management is empowered with self-authorization codes that enable warranty claims to be paid that would otherwise reject without the code. Most service agents are empowered to use:A - Authorize policy (out of warranty) repairsE - Authorize OLHH ...
Authorizations and Approvals - 05/02/2012
Service management authorization is required on certain types of transactions. This approval of repair is documented on the job card as a signature with a date and an explanation that displays the manager's involvement and consent of the repair...
Policy, Goodwill, Customer Enthusiasm, and Warranty - 03/08/2012
... result of a defect in materials or workmanship.Goodwill Transaction: When a situation arises where service management would like to offer the customer a token of apology or a maintenance service due to an inconvenience.Policy Transaction: When a vehicle...
Recalls as Add On Repairs - 09/09/2014
Service advisors should always verify that there are no open recalls on the vehicle they are writing up for service. However, that doesn't always happen. If an open recall is discovered after a job card has been written, the customer must first be contacted ...
June 2014 Recall Update - 06/06/2014
... in voltage fluctuations or intermittency in the Brake Apply Sensor (BAS) circuit that can cause service brake lamp malfunction. To correct the issues, dealers are to attach the wiring harness to the BCM with a spacer, apply dielectric lubricant to both...
Pyramid Repair Reminder - 06/30/2015
... than one repair in the same repair group, submitted on the same job card. Pyramid repairs require service management approval prior to the transaction submission. Valid approval must be documented as a signature or initials, date, time, and explanation...
Maintenance Programs - 09/02/2015
... Program that is listed in Applicable Warranties is still valid. The maintenance program service should be honored as defined by the terms of the individual program guidelines. Transactions for scheduled maintenance on vehicles with branded titles and/or...
Error 919 - 09/03/2015
... not compatible with this labor code X: This error code presented itself on a maintenance program service for a 2013 Chevrolet Silverado. The dealership submitted the labor operation for an oil change, tire rotation, and MPVI for the 2- year Chevrolet...
Option C - 12/01/2015
... for a three year enrollment.Additionally, Option C labor 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...
Courtesy Transportation Reminders - 03/01/2016
Rental vehicles are to be current or within the past one model year. Service agents who use their own rental vehicles as part of the Courtesy Transportation Program will have no problem adhering to this policy as the vehicles don't stay in the program...
Warranty Parts Center - 10/26/2016
The WPC process is the common method used to obtain parts replaced by GM Service Agents. The process enables Engineering, Suppliers, GM Supplier Quality, Production Plant, Assembly Plant and Brand Quality Management personnel to perform root cause analysis...
Process and Time Management - 01/28/2020
... often wear multiple hats. For those responsible for warranty administration, pinning down service management for necessary warranty approvals can be difficult, especially when their workloads have increased too. Some service managers I have talked...
Warranty Performance Analysis - 05/12/2010
... south. The auditor researched the dealership prior to the visit and found that there had been four service managers in the 12-month period prior to the scheduled audit. At the closing of the audit, as the auditor described the reasons for the large dollar...
Forum - 01/20/2017
Our Service Manager does the authorizations now that we know he has to. We weren't getting the correct authorizations for a little while because when our previous Service Manager got let go noone knew how to do warranty besides him. Our current...
Forum - 01/27/2017
... open required field action, which includes the ones with no remedy yet. All unsold new vehicles in Service Agents’ possession and subject to a product field action must be held and inspected/repaired per the service procedure described in the product...
Forum - 01/30/2017
From Service P&P Article 6.1: A Service Update Bulletin involves the immediate correction of new/unsold vehicles in Service Agent inventory and can also authorize Service Agents to correct involved customer vehicles that return for any type of service...
Re: Warranty Admin. job description - 12/12/2008
THE FOLLOWING CAME FROM THE ROS IN GLOBAL CONNECT. The service administrator function should be assigned to one person. This may be part-time work for one person, or full-time when there is enough volume to justify the position on that basis. Of course,...
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 - 06/19 - 05/29/2019
The owner of a late model vehicle 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...
What Would You Do - 04/22 - 03/28/2022
A Chevrolet Silverado 2500 truck was brought into the service department to address a service engine soon light. The technician checked codes and found DTC P02E1 intake air flow valve, command valve and no movement. Power and ground to the...
Forum - 01/08/2019
The service team - typically the service manager (or assistant service manager) & warranty administrator. In some cases, possibly even a service advisor or service based cashier.
Process and Time Management - 01/29/2024
... often wear multiple hats. For those responsible for warranty administration, pinning down service management for necessary warranty approvals can be difficult, especially when their workloads have increased too. Some service managers are also writing...
Reject of the Month - April 2024 - 03/23/2024
... Signatures: Compliance concerns with missing customer signatures are becoming more prevalent with Service Agent owned vehicles. When servicing a Service Agent owned vehicle, including new and used inventory, service management is required to sign the...
Job Card Requirements - 10/26/2021
... VIN and customer contact information will be saved as well. Even though this information is saved, service advisors should always verify the contact information is still valid. When you have a new customer, the VIN and customer contact information will...
Bulletin Updates - 08/30/2021
... battery testing. Specifically included within the revision is the detail that dealers may refer to Service Information to identify 2019 and newer model year OEM battery types and CCA ratings. After the VIN or year, make, model has been entered, locate...
Add On Repair Approvals - 07/27/2022
... is still under warranty and is not listed on the job card as a customer concern, they must get the service manager to approve the repair before it can be added to the job card for repair. The defect discovered by the technician must be both inspected...
Reject of the Month - November 2022 - 10/28/2022
Error 124: This transaction is being reviewed by a GM Service Manager. Error 122: This transaction was reviewed by a GM Service Manager and rejected. You found the correct labor operation and labor time, entered all of the necessary information, submitted...
Labor Operation Exceptions - 04/29/2021
... a labor operation must be applied for transaction submission. The Labor Time Guide, found in Service Information, has two options for finding a labor operation. Once a vehicle is built in SI or the VIN is entered, you can explore the first option under...
Policies and Procedures 2021 - 03/22/2021
The annual update of the Service Policies and Procedures manual was published last month. The purpose of this manual is to provide dealers with the policies and procedures necessary for the administration and performance of quality customer service. This...
Forum - 10/18/2017
... reflected in P&P Article 2.4): • Labor operation usage must be reviewed and approved by service management and must be so noted on the job card prior to transaction submission. Authorization must be in the form of an explanation, date, time...
What Would You Do - 10/21 - 10/01/2021
A service manager and warranty administrator recently reviewed their most current Service Agent Analysis Summary Report. The report showed that the store is currently in Observation Period “F – Fixed”, after being in Observation Period...
Missed Revenue - Recalls - 02/24/2022
When it comes to revenue in your service department, every dollar counts. Warranty claims processing is a system of codes, additional steps, and sometimes infrequent occurrences that involve other departments providing the right information, and because...
Re: Keys for Life Program - 05/28/2015
... on vehicles outside of the warranty period - it would appear that GWM does not recognize the lifetime coverage for the keys, similar to a Lifetime Parts Warranty covered component that exceeds the 12 months from previous install. Since the system does...
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...
Missed Revenue - Executive Decision - 03/11/2010
... thought. Depending on the circumstance the warranty administrator may even discuss it with the service manager for assistance before submission.At times the warranty administrator may get a response that he isn't totally comfortable with. The resolution...
GlobalConnect - 02/04/2010
Did you know GlobalConnect is your primary source of General Motors warranty and service information? Did you know many GlobalConnect questions are answered and helpful tips are posted at the "Tip of the Day" (located on the homepage).By logging on...
Warranty Management Workshop 2010 - 01/06/2010
... wouldn't enjoy meeting great people and being able to instruct a workshop that has the information service agents want and need in a format that is easy to understand?We are in the process of scheduling our workshops for 2010 and I am looking forward...
Diesel Exhaust Fluid - 04/12/2011
... is to be added just prior to delivery to the purchasing customer.Why is communication between the service and sales departments critical? Because service does not always know when a new vehicle is being purchased and sales is not always familiar with...
Warranty Analysis: Report Generator - 08/10/2010
The service agent has access to a variety of different reports through Global Warranty Management. The reports are designed to assist dealership management with the tracking and analysis of warranty administration information and data. The reports...
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. ...
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...
Reject of the Month - September 2019 - 08/27/2019
... being followed correctly and the company is not paying for repairs that are not valid. While some service agents haven’t had their job cards reviewed in a long time, others have experienced frequent reviews, commonly referred to as an audit. The...
Roadside Assistance - 03/27/2019
Included with the purchase of a GM vehicle is the Roadside Assistance program to aid owners with emergency and other services. The services provided with Roadside Assistance are available throughout the owner’s Powertrain warranty. There are three...
Customer Signatures - 10/26/2016
... and prior to any repairs being performed. If a customer is not available to sign the job card, the service manager must sign the authorization line on the job card and document the circumstances surrounding why the customer could not sign prior to any...
Certified Elite Amendment - 04/17/2017
... 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 early April, a program...
Part Return Process - 03/21/2017
The service agent has specific requirements that must be followed to ensure that the part return process runs smoothly. If these processes are not followed, a debit may result – not just a debit of the part that was not returned appropriately, but...
... often wear multiple hats. For those responsible for warranty administration, pinning down service management for necessary warranty approvals can be difficult, especially when their workloads have increased too. Some service managers are also writing...
Reject of the Month - April 2024 - 03/23/2024
... Signatures: Compliance concerns with missing customer signatures are becoming more prevalent with Service Agent owned vehicles. When servicing a Service Agent owned vehicle, including new and used inventory, service management is required to sign the...
Job Card Requirements - 10/26/2021
... VIN and customer contact information will be saved as well. Even though this information is saved, service advisors should always verify the contact information is still valid. When you have a new customer, the VIN and customer contact information will...
Bulletin Updates - 08/30/2021
... battery testing. Specifically included within the revision is the detail that dealers may refer to Service Information to identify 2019 and newer model year OEM battery types and CCA ratings. After the VIN or year, make, model has been entered, locate...
Add On Repair Approvals - 07/27/2022
... is still under warranty and is not listed on the job card as a customer concern, they must get the service manager to approve the repair before it can be added to the job card for repair. The defect discovered by the technician must be both inspected...
Reject of the Month - November 2022 - 10/28/2022
Error 124: This transaction is being reviewed by a GM Service Manager. Error 122: This transaction was reviewed by a GM Service Manager and rejected. You found the correct labor operation and labor time, entered all of the necessary information, submitted...
Labor Operation Exceptions - 04/29/2021
... a labor operation must be applied for transaction submission. The Labor Time Guide, found in Service Information, has two options for finding a labor operation. Once a vehicle is built in SI or the VIN is entered, you can explore the first option under...
Policies and Procedures 2021 - 03/22/2021
The annual update of the Service Policies and Procedures manual was published last month. The purpose of this manual is to provide dealers with the policies and procedures necessary for the administration and performance of quality customer service. This...
Forum - 10/18/2017
... reflected in P&P Article 2.4): • Labor operation usage must be reviewed and approved by service management and must be so noted on the job card prior to transaction submission. Authorization must be in the form of an explanation, date, time...
What Would You Do - 10/21 - 10/01/2021
A service manager and warranty administrator recently reviewed their most current Service Agent Analysis Summary Report. The report showed that the store is currently in Observation Period “F – Fixed”, after being in Observation Period...
Missed Revenue - Recalls - 02/24/2022
When it comes to revenue in your service department, every dollar counts. Warranty claims processing is a system of codes, additional steps, and sometimes infrequent occurrences that involve other departments providing the right information, and because...
Re: Keys for Life Program - 05/28/2015
... on vehicles outside of the warranty period - it would appear that GWM does not recognize the lifetime coverage for the keys, similar to a Lifetime Parts Warranty covered component that exceeds the 12 months from previous install. Since the system does...
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...
Missed Revenue - Executive Decision - 03/11/2010
... thought. Depending on the circumstance the warranty administrator may even discuss it with the service manager for assistance before submission.At times the warranty administrator may get a response that he isn't totally comfortable with. The resolution...
GlobalConnect - 02/04/2010
Did you know GlobalConnect is your primary source of General Motors warranty and service information? Did you know many GlobalConnect questions are answered and helpful tips are posted at the "Tip of the Day" (located on the homepage).By logging on...
Warranty Management Workshop 2010 - 01/06/2010
... wouldn't enjoy meeting great people and being able to instruct a workshop that has the information service agents want and need in a format that is easy to understand?We are in the process of scheduling our workshops for 2010 and I am looking forward...
Diesel Exhaust Fluid - 04/12/2011
... is to be added just prior to delivery to the purchasing customer.Why is communication between the service and sales departments critical? Because service does not always know when a new vehicle is being purchased and sales is not always familiar with...
Warranty Analysis: Report Generator - 08/10/2010
The service agent has access to a variety of different reports through Global Warranty Management. The reports are designed to assist dealership management with the tracking and analysis of warranty administration information and data. The reports...
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. ...
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...
Reject of the Month - September 2019 - 08/27/2019
... being followed correctly and the company is not paying for repairs that are not valid. While some service agents haven’t had their job cards reviewed in a long time, others have experienced frequent reviews, commonly referred to as an audit. The...
Roadside Assistance - 03/27/2019
Included with the purchase of a GM vehicle is the Roadside Assistance program to aid owners with emergency and other services. The services provided with Roadside Assistance are available throughout the owner’s Powertrain warranty. There are three...
Customer Signatures - 10/26/2016
... and prior to any repairs being performed. If a customer is not available to sign the job card, the service manager must sign the authorization line on the job card and document the circumstances surrounding why the customer could not sign prior to any...
Certified Elite Amendment - 04/17/2017
... 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 early April, a program...
Part Return Process - 03/21/2017
The service agent has specific requirements that must be followed to ensure that the part return process runs smoothly. If these processes are not followed, a debit may result – not just a debit of the part that was not returned appropriately, but...
Courtesy Transportation Program Guidelines - 04/23/2018
... “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 experience the newest technology in a no-pressure, hassle free environment.”...
Concern Not Duplicated Labor Operations - 12/01/2015
... That's not saying that they should never be used, but they should be used sparingly. If service management does decide to submit a concern not duplicated labor operation, and service management is required to approve the use of any of these labor...
Policy Decision - 10/02/2015
... of the $1,500 repair. To decrease the customer's expense, the dealer offered to cover $200. The service manager felt that this offer was fair and would be readily accepted by the customer.Unfortunately, when the service manager contacted the customer...
The Delivery Receipt - 04/03/2014
I recently spoke with a service agent that received a new vehicle, but the carrier did not have a delivery receipt. There are a couple different solutions to this "problem":1.) The Delivery Receipt was lost/missing. In this situation print a copy of a...
Major Assembly Restrictions - 04/03/2014
Some Service Agents are required to contact the Product Quality Center to obtain authorization for the replacement of the engine, transmission, and/or transfer case. The restriction is in place based on the expense associated with an engine, transmission...
Recall Vehicle Action Report - 11/25/2014
... 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 Action" section to see if there are open recalls on the vehicle they are about...
Filing and Supporting Documentation - 01/21/2015
... 24 months from the repair order date. GM lists examples of supporting documentation in the Service P&P manual. Below are examples of supporting documentation that must be included within the history file:Copies of sublet invoicesDiagnostic...
GWM Enhancements - 03/08/2012
... for what was long considered "Goodwill". In other words, if a vehicle is out of warranty and the service agent elects to cover the repair, it is covered as Policy. In addition to selecting the policy flag, the "Policy Decision" flag must be selected...
Customer States - 04/13/2012
... time, date and initials of the technician. All added operations are to be verified and approved by service management signature on the job card prior to the work being performed and include the specific reason for the additional repair. GM P&P Article...
Dealer Installed Accessories - 06/06/2012
... the customer dropped the truck off for the day, looking forward to picking it up after work. The service advisor, while familiar with the new vehicle PDI accessory procedure, labour operation Z6998, was not aware of the processes involved with registering...
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...
Business Choice Maintenance Plan - 02/26/2013
... purchase their vehicle on or after this date will receive a Business Maintenance Plan for select services for 2 years or 30,000 miles. This program is valid for vehicles purchased between January 3rd and September 30th, 2013. Participation in the maintenance...
Customer Assistance Center - 07/30/2013
... dealership about a vehicle concern. When this happens, CAC advisors would often contact dealership service management and discussed the concern, with the goal of coming up with a satisfactory solution. Starting July 1st, 2013, the GM Customer Experience...
Reject of the Month: Evaporative Vent Solenoid Valve: - 07/03/2013
A warranty administrator received a job card with a request from the service manager to apply labour operations 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 Dealer Empowerment Portal - 04/12/2013
In early April GM introduced the new dealer empowerment tool. Service managers now follow this new and improved process for submitting requests to GM for a policy or goodwill adjustment. Access to the application is based on a user's GlobalConnect ID...
One Labour Code or Two: - 05/14/2013
... choosing and submitting labour codes that ultimately lets GM know what has failed, starts with the service advisor. Service advisors must ask questions so that the technicians have an accurate and detailed complaint to start their diagnostic procedures....
The User Options Tab - 12/09/2013
... column on the right may not be removed from the Columns Displayed on Screen list.For example, the service manager would like to analyze the number and dollar amount of transactions that involved customer/service agent participation amount, with the total...
Smart Care and Smart Care Wraps - 01/10/2014
... new Smart Care maintenance program is designed to meet a vehicle's basic maintenance requirements. Services include routine oil changes, oil filter replacements, chassis lubrications, and tire rotations. The program is effective on contracts sold on...
Cadillac Premium Care Maintenance Program (CPCM) - 11/18/2013
... for all 2014 model year Cadillac vehicles. Every 2014 Cadillac receives certain maintenance services for the first 4 years or 50,000 miles of vehicle operation. Those services include oil changes, tire rotations, engine air cleaner filter replacement,...
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,...
Changes in Product Quality Center Contact Requirements - 02/26/2013
Back in July of 2012, GM announced that the majority of service agents would no longer be required to call the Product Quality Center for approval to replace a transmission (except Allison transmissions). This move was to further empower service agents...
Dealership Empowerment and Correct Documentation - 01/19/2012
... when the situation warrants going above and beyond, take a look at the goodwill tools GM empowers service managers with and do what it takes to make it right by your customer. Customer retention is more than giving the customer what they expect;...
November 2014 Recall Update - 10/31/2014
... (non-turbo) and the 2003 Saturn Ion are involved in the bulletin. The condition is covered for the lifetime of the vehicle, regardless of mileage. Safety Recall 14152C: Transmission Shift Cable Fracture: An inspection of the park lock cable has...
May 2014 Recall Update - 05/09/2014
... have been sold and delivered to customers. Vehicles that are in dealer inventory are addressed in Service Update Bulletin 14016. Safety Recall 14030A: Side Impact Airbag Connector: The recall has been revised to include an update to the service...
Dealership Empowerment - 01/11/2016
... When the situation warrants going above and beyond, take a look at the goodwill tools GM empowers service managers with and do what it takes to make it right by your customer. Customer retention is more than giving the customer what they...
... “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 experience the newest technology in a no-pressure, hassle free environment.”...
Concern Not Duplicated Labor Operations - 12/01/2015
... That's not saying that they should never be used, but they should be used sparingly. If service management does decide to submit a concern not duplicated labor operation, and service management is required to approve the use of any of these labor...
Policy Decision - 10/02/2015
... of the $1,500 repair. To decrease the customer's expense, the dealer offered to cover $200. The service manager felt that this offer was fair and would be readily accepted by the customer.Unfortunately, when the service manager contacted the customer...
The Delivery Receipt - 04/03/2014
I recently spoke with a service agent that received a new vehicle, but the carrier did not have a delivery receipt. There are a couple different solutions to this "problem":1.) The Delivery Receipt was lost/missing. In this situation print a copy of a...
Major Assembly Restrictions - 04/03/2014
Some Service Agents are required to contact the Product Quality Center to obtain authorization for the replacement of the engine, transmission, and/or transfer case. The restriction is in place based on the expense associated with an engine, transmission...
Recall Vehicle Action Report - 11/25/2014
... 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 Action" section to see if there are open recalls on the vehicle they are about...
Filing and Supporting Documentation - 01/21/2015
... 24 months from the repair order date. GM lists examples of supporting documentation in the Service P&P manual. Below are examples of supporting documentation that must be included within the history file:Copies of sublet invoicesDiagnostic...
GWM Enhancements - 03/08/2012
... for what was long considered "Goodwill". In other words, if a vehicle is out of warranty and the service agent elects to cover the repair, it is covered as Policy. In addition to selecting the policy flag, the "Policy Decision" flag must be selected...
Customer States - 04/13/2012
... time, date and initials of the technician. All added operations are to be verified and approved by service management signature on the job card prior to the work being performed and include the specific reason for the additional repair. GM P&P Article...
Dealer Installed Accessories - 06/06/2012
... the customer dropped the truck off for the day, looking forward to picking it up after work. The service advisor, while familiar with the new vehicle PDI accessory procedure, labour operation Z6998, was not aware of the processes involved with registering...
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...
Business Choice Maintenance Plan - 02/26/2013
... purchase their vehicle on or after this date will receive a Business Maintenance Plan for select services for 2 years or 30,000 miles. This program is valid for vehicles purchased between January 3rd and September 30th, 2013. Participation in the maintenance...
Customer Assistance Center - 07/30/2013
... dealership about a vehicle concern. When this happens, CAC advisors would often contact dealership service management and discussed the concern, with the goal of coming up with a satisfactory solution. Starting July 1st, 2013, the GM Customer Experience...
Reject of the Month: Evaporative Vent Solenoid Valve: - 07/03/2013
A warranty administrator received a job card with a request from the service manager to apply labour operations 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 Dealer Empowerment Portal - 04/12/2013
In early April GM introduced the new dealer empowerment tool. Service managers now follow this new and improved process for submitting requests to GM for a policy or goodwill adjustment. Access to the application is based on a user's GlobalConnect ID...
One Labour Code or Two: - 05/14/2013
... choosing and submitting labour codes that ultimately lets GM know what has failed, starts with the service advisor. Service advisors must ask questions so that the technicians have an accurate and detailed complaint to start their diagnostic procedures....
The User Options Tab - 12/09/2013
... column on the right may not be removed from the Columns Displayed on Screen list.For example, the service manager would like to analyze the number and dollar amount of transactions that involved customer/service agent participation amount, with the total...
Smart Care and Smart Care Wraps - 01/10/2014
... new Smart Care maintenance program is designed to meet a vehicle's basic maintenance requirements. Services include routine oil changes, oil filter replacements, chassis lubrications, and tire rotations. The program is effective on contracts sold on...
Cadillac Premium Care Maintenance Program (CPCM) - 11/18/2013
... for all 2014 model year Cadillac vehicles. Every 2014 Cadillac receives certain maintenance services for the first 4 years or 50,000 miles of vehicle operation. Those services include oil changes, tire rotations, engine air cleaner filter replacement,...
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,...
Changes in Product Quality Center Contact Requirements - 02/26/2013
Back in July of 2012, GM announced that the majority of service agents would no longer be required to call the Product Quality Center for approval to replace a transmission (except Allison transmissions). This move was to further empower service agents...
Dealership Empowerment and Correct Documentation - 01/19/2012
... when the situation warrants going above and beyond, take a look at the goodwill tools GM empowers service managers with and do what it takes to make it right by your customer. Customer retention is more than giving the customer what they expect;...
November 2014 Recall Update - 10/31/2014
... (non-turbo) and the 2003 Saturn Ion are involved in the bulletin. The condition is covered for the lifetime of the vehicle, regardless of mileage. Safety Recall 14152C: Transmission Shift Cable Fracture: An inspection of the park lock cable has...
May 2014 Recall Update - 05/09/2014
... have been sold and delivered to customers. Vehicles that are in dealer inventory are addressed in Service Update Bulletin 14016. Safety Recall 14030A: Side Impact Airbag Connector: The recall has been revised to include an update to the service...
Dealership Empowerment - 01/11/2016
... When the situation warrants going above and beyond, take a look at the goodwill tools GM empowers service managers with and do what it takes to make it right by your customer. Customer retention is more than giving the customer what they...
March 2016 Recall Update - 03/01/2016
... updated to add pictures to the Inspection and the Removal and Installation Procedures within the Service Procedure section. The recall applies to certain 1995-1997 Cadillac DeVille Concours, Seville, Eldorado, and 1996-1997 Cadillac DeVille vehicles...
April 2016 Recall Update - 04/08/2016
Safety Recall 07035C: Engine Compartment Fire: The recall bulletin has been revised to provide service repair tips that may reduce amount of time and effort required to perform the repair. Information has also been provided for the removal, retention,...
Top 10 Warranty Deviations (That Can Lead to a Chargeback) - 06/25/2018
... 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 authorization to repair signature...
Roadside Assistance Reminder - 10/24/2017
All new GM vehicles come with complimentary Roadside Assistance services. The program includes: Towing (legal roadways only) Lock-out assistance Battery jump start Mobile EV charging (select markets) Trip interruption assistance Service agent reunites Flat...
2017: Year in Review - 11/21/2017
... required to support an add on repair has been closely scrutinized. The requirement for service management to sign, date, time, and provide the written circumstances surrounding how the added concern was discovered has been the policy for a long time....
The Early Bird - Night Drop - 12/21/2017
The latest release of the Service P&P Manual states 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...
Empowerment Part II - 03/21/2017
Over the years GM has issued several communications regarding service agent empowerment. The terminology associated with the empowerment program, such as Goodwill, Policy, Customer Enthusiasm, and Warranty, have evolved over the years. The following provides...
Updates to the Authorization Matrix - 05/22/2017
Download and print the Service Management Authorization Matrix! The Service Management Authorization Matrix was updated April 20th, 2017. The changes to the matrix are as follows: Added Operations – Service management must first inspect and verify...
October 2016 Recall Update - 09/27/2016
Safety Recall 07035D: Engine Compartment Fire: The recall bulletin has been revised to enhance the Service Procedure section with additional information to ensure the proper sealing of the replacement valve cover gasket. The updated bulletin also includes...
Disclosure Requirements - 09/27/2016
... 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 that warranty coverage is not provided by General Motors or their affiliates....
Consequential Damage - 06/27/2016
... completely understands what problems the customer is experiencing and wants to get corrected. Service advisors should listen carefully to what the customer has to say about their vehicle and enter each complaint as an individual line on the job card. Sometimes...
Courtesy Transportation Reminders - 02/21/2019
Effective October 1, 2018 only 2017-2019 model year vehicles will be eligible for rental reimbursement. Service agents who use their own rental vehicles as part of the Courtesy Transportation Program will have no problem adhering to this policy as the...
The Dealership Team - 02/21/2019
Every so often I am questioned about whose responsibility it is to do a certain dealership or service department task. For instance, who handles warranty part returns, who handles warranty rejects, who submits the warranty transaction, who interacts with...
What Would You Do - 12/15 - 12/01/2015
... the owner of a 2014 GMC truck took their vehicle to the dealership for a GMC 2-Year Maintenance Service. The service advisor reviewed the Applicable Warranty section of IVH and noticed that the VIN had coverage through October 30, or 27,000 miles. The...
Re: OPEN RECALLS ON STOCK UNITS - 02/24/2016
It appears that the VIN you have referenced has a few open Service Updates. Service Update Bulletins involve the immediate correction of new/unsold vehicles in service agent inventory as well as allowing service agents to correct involved customer vehicles...
Forum - 12/02/2016
The first line of the transaction (the roadside service call) was adjusted to account for the 60% Premium and the Tech 30 Minute Guarantee. The second line of the transaction (fuel delivery) was submitted with only the expense for the fuel - claimed in...
Re: Actual repair vs labor op coding ?? - 07/18/2012
I agree to use the TCM operation code and TCM as failed part. Regarding the other labor hours, make sure technician has enough clock time prior to routing if the OLH is over your empowerment to guarantee he will be paid the full amount into the job.
Cross-line Warranty - 12/11/2023
... 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 inconvenienced. GM allows Service Agents to perform these 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...
100% Policy and Part Warranties - 02/25/2021
... Parts P&P Article 1.1.1 - All new or remanufactured GM Parts and Accessories installed by Service Agents under the New Vehicle Limited Warranty, Emissions Warranty, or Chevrolet, Buick, GMC, and Cadillac optional Extended Limited Warranty or...
Chevrolet Electric Model Dealer Restrictions - 01/27/2021
Chevrolet dealers who choose to sell and service Chevrolet Electric Models, including the Bolt EV, Malibu Hybrid, Silverado Hybrid, Spark EV, and Volt, must have agreed to complete all required sales and service training and to purchase and maintain all...
Technical Assistance - 03/23/2023
To aid Service Agent service personnel in correcting product concerns which may be difficult to diagnose and/or repair, GM provides a “Technical Assistance Center”. The Center employs experienced technical assistance personnel and utilizes...
Most Common Audit Deviations - 09/25/2023
Dealers that recently received an Electronic Dealer Audit from GM Audit Services (GMAS) may have also received the most current version of the Warranty Policy Review. The document is also available in the Warranty Resource Center within the Policies,...
Required Operating Procedures - 8 Points: Bulletin Update! - 09/26/2023
Required Operating Procedures – 8 Points: Bulletin 04-00-89-015Z has now become Global format Service Bulletin 23-NA-154. The updated version was released on September 5, 2023. Key updates include the following: Missing Dongle Scan has been...
Chevrolet EV Dealers - 06/27/2023
A field team has been put into place to review and document dealer progress towards sales and service EV readiness. The team will be performing compliance reviews to assess readiness to sell and service EVs through the month of July. The reviews will...
... updated to add pictures to the Inspection and the Removal and Installation Procedures within the Service Procedure section. The recall applies to certain 1995-1997 Cadillac DeVille Concours, Seville, Eldorado, and 1996-1997 Cadillac DeVille vehicles...
April 2016 Recall Update - 04/08/2016
Safety Recall 07035C: Engine Compartment Fire: The recall bulletin has been revised to provide service repair tips that may reduce amount of time and effort required to perform the repair. Information has also been provided for the removal, retention,...
Top 10 Warranty Deviations (That Can Lead to a Chargeback) - 06/25/2018
... 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 authorization to repair signature...
Roadside Assistance Reminder - 10/24/2017
All new GM vehicles come with complimentary Roadside Assistance services. The program includes: Towing (legal roadways only) Lock-out assistance Battery jump start Mobile EV charging (select markets) Trip interruption assistance Service agent reunites Flat...
2017: Year in Review - 11/21/2017
... required to support an add on repair has been closely scrutinized. The requirement for service management to sign, date, time, and provide the written circumstances surrounding how the added concern was discovered has been the policy for a long time....
The Early Bird - Night Drop - 12/21/2017
The latest release of the Service P&P Manual states 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...
Empowerment Part II - 03/21/2017
Over the years GM has issued several communications regarding service agent empowerment. The terminology associated with the empowerment program, such as Goodwill, Policy, Customer Enthusiasm, and Warranty, have evolved over the years. The following provides...
Updates to the Authorization Matrix - 05/22/2017
Download and print the Service Management Authorization Matrix! The Service Management Authorization Matrix was updated April 20th, 2017. The changes to the matrix are as follows: Added Operations – Service management must first inspect and verify...
October 2016 Recall Update - 09/27/2016
Safety Recall 07035D: Engine Compartment Fire: The recall bulletin has been revised to enhance the Service Procedure section with additional information to ensure the proper sealing of the replacement valve cover gasket. The updated bulletin also includes...
Disclosure Requirements - 09/27/2016
... 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 that warranty coverage is not provided by General Motors or their affiliates....
Consequential Damage - 06/27/2016
... completely understands what problems the customer is experiencing and wants to get corrected. Service advisors should listen carefully to what the customer has to say about their vehicle and enter each complaint as an individual line on the job card. Sometimes...
Courtesy Transportation Reminders - 02/21/2019
Effective October 1, 2018 only 2017-2019 model year vehicles will be eligible for rental reimbursement. Service agents who use their own rental vehicles as part of the Courtesy Transportation Program will have no problem adhering to this policy as the...
The Dealership Team - 02/21/2019
Every so often I am questioned about whose responsibility it is to do a certain dealership or service department task. For instance, who handles warranty part returns, who handles warranty rejects, who submits the warranty transaction, who interacts with...
What Would You Do - 12/15 - 12/01/2015
... the owner of a 2014 GMC truck took their vehicle to the dealership for a GMC 2-Year Maintenance Service. The service advisor reviewed the Applicable Warranty section of IVH and noticed that the VIN had coverage through October 30, or 27,000 miles. The...
Re: OPEN RECALLS ON STOCK UNITS - 02/24/2016
It appears that the VIN you have referenced has a few open Service Updates. Service Update Bulletins involve the immediate correction of new/unsold vehicles in service agent inventory as well as allowing service agents to correct involved customer vehicles...
Forum - 12/02/2016
The first line of the transaction (the roadside service call) was adjusted to account for the 60% Premium and the Tech 30 Minute Guarantee. The second line of the transaction (fuel delivery) was submitted with only the expense for the fuel - claimed in...
Re: Actual repair vs labor op coding ?? - 07/18/2012
I agree to use the TCM operation code and TCM as failed part. Regarding the other labor hours, make sure technician has enough clock time prior to routing if the OLH is over your empowerment to guarantee he will be paid the full amount into the job.
Cross-line Warranty - 12/11/2023
... 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 inconvenienced. GM allows Service Agents to perform these 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...
100% Policy and Part Warranties - 02/25/2021
... Parts P&P Article 1.1.1 - All new or remanufactured GM Parts and Accessories installed by Service Agents under the New Vehicle Limited Warranty, Emissions Warranty, or Chevrolet, Buick, GMC, and Cadillac optional Extended Limited Warranty or...
Chevrolet Electric Model Dealer Restrictions - 01/27/2021
Chevrolet dealers who choose to sell and service Chevrolet Electric Models, including the Bolt EV, Malibu Hybrid, Silverado Hybrid, Spark EV, and Volt, must have agreed to complete all required sales and service training and to purchase and maintain all...
Technical Assistance - 03/23/2023
To aid Service Agent service personnel in correcting product concerns which may be difficult to diagnose and/or repair, GM provides a “Technical Assistance Center”. The Center employs experienced technical assistance personnel and utilizes...
Most Common Audit Deviations - 09/25/2023
Dealers that recently received an Electronic Dealer Audit from GM Audit Services (GMAS) may have also received the most current version of the Warranty Policy Review. The document is also available in the Warranty Resource Center within the Policies,...
Required Operating Procedures - 8 Points: Bulletin Update! - 09/26/2023
Required Operating Procedures – 8 Points: Bulletin 04-00-89-015Z has now become Global format Service Bulletin 23-NA-154. The updated version was released on September 5, 2023. Key updates include the following: Missing Dongle Scan has been...
Chevrolet EV Dealers - 06/27/2023
A field team has been put into place to review and document dealer progress towards sales and service EV readiness. The team will be performing compliance reviews to assess readiness to sell and service EVs through the month of July. The reviews will...
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...
Forum - 03/22/2024
My service manager said it is at 2.36/kg now
What Would You Do? - 12/23 - 11/29/2023
... 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 determined that the customer had left...
What Would You Do? - 12/23 - 11/29/2023
... 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 determined that the customer had left the...
Authorization Code G and SAVI-Nov 2023 JLWarrany News, pg 7 - 12/01/2023
Can anyone give more detail on how to find my General Service Agent-Authorization code? When I go into my Service Agent Profile screen, I can't find anything that says General Service Agent -authorization code??
Parts Expediting - 03/23/2023
If the GWM system is used properly there should not be any incurred postage costs for the Service Agent’s parts returns. However, if there are special packaging costs, the costs should be submitted in the Freight & Postage field of the Net Item...
Reject of the Month - April 2023 - 03/23/2023
... Signatures: Compliance concerns with missing customer signatures are becoming more prevalent with Service Agent owned vehicles. When servicing a Service Agent owned vehicle, including new and used inventory, service management is required to sign the...
New Year, New Compliance Initiative - 01/05/2023
... warranty job card must be signed by the customer authorizing the dealer to perform the requested service/repairs. If the customer is present, service advisors simply have the customer sign on the authorization to repair line. If a service advisor fails...
The PRA Process - 11/21/2022
If your dealership struggles with service advisors and technicians understanding the Pre-Repair Authorization (PRA) process, you are not alone. Many of the components that require pre-repair approval can be identified in the service drive and a PRA request...
Required Job Card Information - 12/29/2020
... This month we will highlight the following deviation: Incomplete Required Job Card Documentation. Service advisors often fail to confirm that the correct in-service or delivery date is displayed on the job card. All lines on the job card could be charged...
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...
Warranty Ranking - 01/04/2022
... is expected. To do this, GM has a formula that calculates a dealership’s cost-per-vehicle serviced and takes four key repair categories that calculate a dealership’s ranking, including Excess to Geographic Group, Labor Operation Frequency...
What Would You Do - 11/21 - 10/26/2021
The warranty administrator has been tasked with reviewing, analyzing, and reporting to service management on the overall warranty health of the dealership based on the Service Agent Analysis Summary Report.The service manager has indicated that there...
What Would You Do - 09/21 - 08/30/2021
A vehicle was brought in to the service department for a warranty service repair. The technician diagnosed and determined the cause of failure. Since the parts department did not carry the part, and it was not available locally, the part was ordered.Once...
Forum - 01/28/2022
gm also has this icon that it lists in service procedures for single use items.
Forum - 11/29/2021
Where is the service manual search bar?
What Would You Do - 12/21 - 12/01/2021
... had been tasked with reviewing the overall warranty health of the dealership based on the Service Agent Analysis Summary Report.With all of the available reporting features within the report it may be a challenging, and time-consuming task. Which, in...
Forum - 08/21/2020
Yes. Service manager will need to approve
Forum - 12/17/2020
... and will reimburse with receipt up to $7.50 each way. 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...
Warranty Operations Manual Update - 02/25/2021
Quickly reference the most common GM service policies & procedures.Free Download
Forum - 04/05/2019
Do I need my Service Manager to authorize?
Forum - 01/29/2020
Also don't forget to get the service manager sign off on that.
Uber and Lyft - 02/13/2020
... transportation guidelines that indicates we can or cannot.It just says something about taxi service and using the receipt but if I recall it says if we "don't offer shuttle service".I looked in global and all I saw was that we can't use DRAC units to...
Forum - 10/03/2017
My Service Managers seem to consider this "consequential damage" ???
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...
Forum - 03/22/2024
My service manager said it is at 2.36/kg now
What Would You Do? - 12/23 - 11/29/2023
... 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 determined that the customer had left...
What Would You Do? - 12/23 - 11/29/2023
... 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 determined that the customer had left the...
Authorization Code G and SAVI-Nov 2023 JLWarrany News, pg 7 - 12/01/2023
Can anyone give more detail on how to find my General Service Agent-Authorization code? When I go into my Service Agent Profile screen, I can't find anything that says General Service Agent -authorization code??
Parts Expediting - 03/23/2023
If the GWM system is used properly there should not be any incurred postage costs for the Service Agent’s parts returns. However, if there are special packaging costs, the costs should be submitted in the Freight & Postage field of the Net Item...
Reject of the Month - April 2023 - 03/23/2023
... Signatures: Compliance concerns with missing customer signatures are becoming more prevalent with Service Agent owned vehicles. When servicing a Service Agent owned vehicle, including new and used inventory, service management is required to sign the...
New Year, New Compliance Initiative - 01/05/2023
... warranty job card must be signed by the customer authorizing the dealer to perform the requested service/repairs. If the customer is present, service advisors simply have the customer sign on the authorization to repair line. If a service advisor fails...
The PRA Process - 11/21/2022
If your dealership struggles with service advisors and technicians understanding the Pre-Repair Authorization (PRA) process, you are not alone. Many of the components that require pre-repair approval can be identified in the service drive and a PRA request...
Required Job Card Information - 12/29/2020
... This month we will highlight the following deviation: Incomplete Required Job Card Documentation. Service advisors often fail to confirm that the correct in-service or delivery date is displayed on the job card. All lines on the job card could be charged...
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...
Warranty Ranking - 01/04/2022
... is expected. To do this, GM has a formula that calculates a dealership’s cost-per-vehicle serviced and takes four key repair categories that calculate a dealership’s ranking, including Excess to Geographic Group, Labor Operation Frequency...
What Would You Do - 11/21 - 10/26/2021
The warranty administrator has been tasked with reviewing, analyzing, and reporting to service management on the overall warranty health of the dealership based on the Service Agent Analysis Summary Report.The service manager has indicated that there...
What Would You Do - 09/21 - 08/30/2021
A vehicle was brought in to the service department for a warranty service repair. The technician diagnosed and determined the cause of failure. Since the parts department did not carry the part, and it was not available locally, the part was ordered.Once...
Forum - 01/28/2022
gm also has this icon that it lists in service procedures for single use items.
Forum - 11/29/2021
Where is the service manual search bar?
What Would You Do - 12/21 - 12/01/2021
... had been tasked with reviewing the overall warranty health of the dealership based on the Service Agent Analysis Summary Report.With all of the available reporting features within the report it may be a challenging, and time-consuming task. Which, in...
Forum - 08/21/2020
Yes. Service manager will need to approve
Forum - 12/17/2020
... and will reimburse with receipt up to $7.50 each way. 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...
Warranty Operations Manual Update - 02/25/2021
Quickly reference the most common GM service policies & procedures.Free Download
Forum - 04/05/2019
Do I need my Service Manager to authorize?
Forum - 01/29/2020
Also don't forget to get the service manager sign off on that.
Uber and Lyft - 02/13/2020
... transportation guidelines that indicates we can or cannot.It just says something about taxi service and using the receipt but if I recall it says if we "don't offer shuttle service".I looked in global and all I saw was that we can't use DRAC units to...
Forum - 10/03/2017
My Service Managers seem to consider this "consequential damage" ???
Forum - 09/20/2017
i dont think service advisors are allowed to authorize
Forum - 11/29/2017
... something, but it is my understanding that the tech no longer has to have prior authorization from service manager for olh. The olh time does have to have separate on and off time for documentation requirements. Service mananger must authorize the olh...
Forum - 12/06/2017
... 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 additional repair is necessary and approves adding the line...
CADPP24/24P - 03/22/2018
I have a vehicle that came in for warranty repairs with a CADPP24/24P Service Contract. I tried submitting it regulary through GWM (marked with a ZSCT trans. type) because my Service Manager said it was still apart of GMPP. Upon submittance, I got an...
Warranty Operations Manual Update - 02/20/2018
Quickly reference the most common GM service policies & procedures.Free Download
Forum - 02/28/2018
... 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 additional repair is necessary and approves adding the line...
Forum - 10/26/2018
Service P&P Article 2.7
Forum - 09/26/2018
Parts P&P Article 1.1.1 GM Dealer Parts and Accessories Warranty: Service Agent installed components, effective for purchases on/after April 1, 2018, are covered for 24 months/unlimited miles, whichever occurs first, from the date of installation...
Forum - 09/14/2018
From Service Policies & Procedures Article 3.2.4 Authorization to Perform Repairs: On Service Agent-owned vehicles, including new and used vehicles in inventory, service management is to sign the job card authorizing the work prior to repair. Service...
Warranty Help CardUpdated - 05/22/2018
Service Management Authorization Matrix! View Card
Policy and Procedure Article 4.1.3. Service Policy & Procedures Article 3.2.7. - 05/30/2018
Policy and Procedure Article 4.1.3. Service Policy & Procedures Article 3.2.7. Format: Other
Forum - 08/01/2018
How do I know if it is supposed to have 4 or 2 services?
Re: GM NATIONAL FLEET MAINTENANCE PROGRAM - 06/25/2008
GM has discontinued GM FleetTrac, a consolidated billing service, effective February 29, 2008.
Re: MARK OF EXCELLENCE QUESTION - 05/29/2008
I am also signed up for MOE as Service Other. The Service Advisors are ranked by CSI scores and tests scores. In Service Other you are only ranked by test scores. I am not liking the new online testing. Anyone else?
Most Common Warranty Deviations - 03/08/2023
... commerce. All warranty core parts must be retained for three days from the paid date. Electronic Service Center parts should be returned to the ESC within 30 days to receive core credit. Field action parts may be scrapped upon receipt of claim payment,...
Re: FUEL COMPOSITION - 03/04/2008
THERE ARE NO SERVICE UPDATES ON THIS VEHICLE
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...
Re: administrative allowances - 01/08/2008
I put the .2 AND the $20.00 in service. Parts never handles the cluster here. I order it, return it,key it, and make the entry for it so since it is handled through service, that is where I put it. The .2 is put under our service managers number and...
Re: GM Accessories VPO/LPO Programs - 06/24/2009
They will be back in the labor time guide per Service / Warranty / G_0000024639.
Re: TRANS REPLACEMENT - 03/04/2009
How does a 2006 have an in service date of 2001?
Re: BCM - 1993 OLDS CUTLASS - 07/22/2010
GO TO WORKBENCH THEN SERVICE AND SERVICE INFORMATION PUT IN THE YEAR MAKE AND MODEL..I THINK ITS FIGURE 13 OR 14 IN A 1993 OLDS CUTLESS..
Re: SMART CARE CLAIM QUESTION ON GLOBAL - 03/10/2010
GMPP Maintenance LOF Services are submitted as Net Item Miscellaneous.
Re: part warranty in ref. to transmission coverage - 05/03/2010
I'd think run it the same as lifetime parts -ZPTI transaction type with Cust. Enthusiasm indicator and goodwill authorization with notes referring to the Trans. replacement would work.
Re: Chrome Wheel Supplier questions - 05/10/2010
... we have done it for years, having been directed to do so by our FOM. He said the supplier gives a lifetime warranty on their parts, which GM doesn't do. Therefore, ordering from Keystone (Transwheel) is better for GM by being cheaper, better for...
Re: LTG IN GLOBAL - 04/18/2012
It's under Service Information (SI) in Workbenches
i dont think service advisors are allowed to authorize
Forum - 11/29/2017
... something, but it is my understanding that the tech no longer has to have prior authorization from service manager for olh. The olh time does have to have separate on and off time for documentation requirements. Service mananger must authorize the olh...
Forum - 12/06/2017
... 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 additional repair is necessary and approves adding the line...
CADPP24/24P - 03/22/2018
I have a vehicle that came in for warranty repairs with a CADPP24/24P Service Contract. I tried submitting it regulary through GWM (marked with a ZSCT trans. type) because my Service Manager said it was still apart of GMPP. Upon submittance, I got an...
Warranty Operations Manual Update - 02/20/2018
Quickly reference the most common GM service policies & procedures.Free Download
Forum - 02/28/2018
... 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 additional repair is necessary and approves adding the line...
Forum - 10/26/2018
Service P&P Article 2.7
Forum - 09/26/2018
Parts P&P Article 1.1.1 GM Dealer Parts and Accessories Warranty: Service Agent installed components, effective for purchases on/after April 1, 2018, are covered for 24 months/unlimited miles, whichever occurs first, from the date of installation...
Forum - 09/14/2018
From Service Policies & Procedures Article 3.2.4 Authorization to Perform Repairs: On Service Agent-owned vehicles, including new and used vehicles in inventory, service management is to sign the job card authorizing the work prior to repair. Service...
Warranty Help CardUpdated - 05/22/2018
Service Management Authorization Matrix! View Card
Policy and Procedure Article 4.1.3. Service Policy & Procedures Article 3.2.7. - 05/30/2018
Policy and Procedure Article 4.1.3. Service Policy & Procedures Article 3.2.7. Format: Other
Forum - 08/01/2018
How do I know if it is supposed to have 4 or 2 services?
Re: GM NATIONAL FLEET MAINTENANCE PROGRAM - 06/25/2008
GM has discontinued GM FleetTrac, a consolidated billing service, effective February 29, 2008.
Re: MARK OF EXCELLENCE QUESTION - 05/29/2008
I am also signed up for MOE as Service Other. The Service Advisors are ranked by CSI scores and tests scores. In Service Other you are only ranked by test scores. I am not liking the new online testing. Anyone else?
Most Common Warranty Deviations - 03/08/2023
... commerce. All warranty core parts must be retained for three days from the paid date. Electronic Service Center parts should be returned to the ESC within 30 days to receive core credit. Field action parts may be scrapped upon receipt of claim payment,...
Re: FUEL COMPOSITION - 03/04/2008
THERE ARE NO SERVICE UPDATES ON THIS VEHICLE
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...
Re: administrative allowances - 01/08/2008
I put the .2 AND the $20.00 in service. Parts never handles the cluster here. I order it, return it,key it, and make the entry for it so since it is handled through service, that is where I put it. The .2 is put under our service managers number and...
Re: GM Accessories VPO/LPO Programs - 06/24/2009
They will be back in the labor time guide per Service / Warranty / G_0000024639.
Re: TRANS REPLACEMENT - 03/04/2009
How does a 2006 have an in service date of 2001?
Re: BCM - 1993 OLDS CUTLASS - 07/22/2010
GO TO WORKBENCH THEN SERVICE AND SERVICE INFORMATION PUT IN THE YEAR MAKE AND MODEL..I THINK ITS FIGURE 13 OR 14 IN A 1993 OLDS CUTLESS..
Re: SMART CARE CLAIM QUESTION ON GLOBAL - 03/10/2010
GMPP Maintenance LOF Services are submitted as Net Item Miscellaneous.
Re: part warranty in ref. to transmission coverage - 05/03/2010
I'd think run it the same as lifetime parts -ZPTI transaction type with Cust. Enthusiasm indicator and goodwill authorization with notes referring to the Trans. replacement would work.
Re: Chrome Wheel Supplier questions - 05/10/2010
... we have done it for years, having been directed to do so by our FOM. He said the supplier gives a lifetime warranty on their parts, which GM doesn't do. Therefore, ordering from Keystone (Transwheel) is better for GM by being cheaper, better for...
Re: LTG IN GLOBAL - 04/18/2012
It's under Service Information (SI) in Workbenches
Re: cpo maintenance rejecting - 05/05/2012
Try it as a service contract.
Re: USED CAR - BATTERY - 02/02/2012
... due to damage or lack of maintenance is not covered by the vehicle warranty during the period of Service Agent inventory storage. To alleviate this condition, the negative battery cable should be disconnected on vehicles which are not going to be in...
COUPON - 05/02/2011
HOW MUCH CAN I CLAIM FOR A GM COUPON...4 SERVICE VISITS, LOF/TIRE ROTATION....
Re: 50/50 SPLIT - 10/26/2011
So where does the part stating: submitting "WITHOUT" service contract & submitting "WITH" a service contract (where the cust pays 1/2 there deduct) come in to play
Re: NEW 7 DIGIT Labor codes - 03/05/2013
Thanks Mark, I accidentally clicked the GLC link on Service Information!!
Forum - 09/06/2016
IT'S UNDER SERVICE FORMS
Forum - 04/27/2017
yea we received ours in march, didnt have any add on repairs or olh , did however have a lifetime part warranty, an axle replacement one side, one with a sublet thats about all
ADD-ON REPAIRS - 05/08/2017
Needing clarification on the service manager signature aspect of the add-on line. If the service manager adds the line electronically with all of required information, do they still need to manually sign the job card? P&P states a signature...
Forum - 05/22/2017
my service manager handles those request !
Forum - 06/02/2017
The service manager would have to approve it before repairs.
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: 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..!!
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...
Technician Productivity - 02/21/2019
The National Automotive Dealers Association is working with dealers to fill service technician vacancies, retain experienced technicians, and employ them more efficiently. Many dealerships find that their technician base is not as productive as it can...
Unavailable Original Equipment Part - 01/21/2019
... part used when performing a warranty, policy, field action repair, or any other vehicle service paid for in part, or full, by GM. The service agent must clearly document on the job card the circumstances surrounding why non-GM parts were used. The customer...
October 2018 Recall Update - 09/25/2018
... are included in the recall population. The bulletin has been updated to include a note with the service procedure regarding a loss of assist or other electrical issues with reference to bulletin 18-NA-161. Customer Satisfaction Recall 17297-03: High...
Concern Not Duplicated - 09/25/2018
... with a customer originated concern where no corrective action was taken. They may not be used on service agent owned vehicles. Customer concerns that may be addressed by service management or service advisors without the involvement of a technician...
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...
Customer Signatures & Authorization to Perform Repair - 06/26/2019
... and prior to any repairs being performed. If a customer is not available to sign the job card, the service manager must sign the authorization line on the job card and document the circumstances surrounding why the customer could not sign prior to any...
Educating the Team - 08/27/2019
... on top of these changes to ensure warranty transaction compliance. But, how does the rest of the service team learn and adapt to these new, updated, and/or revised policies? This is the topic that we posed in the August edition of the Warranty News within...
Non-GM Part - 08/27/2019
... If an original equipment part is not available, and the use of a non-GM part is approved, the service agent is to obtain comparable parts and indicate on the job card, in detail, the circumstances surrounding the use of the non-GM part. Furthermore,...
Virtual Advisors - 07/30/2019
Virtual service advisor technology provides digital products based on artificial intelligence. It allows its human advisor counterparts to focus on working more efficiently with service customers. The virtual advisor kiosk performs the typical write up...
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...
100% Policy and Part Warranties - 02/27/2020
... _ Parts P&P Article 1.1.1: All new or remanufactured GM Parts and Accessories installed by Service Agents under the New Vehicle Limited Warranty, Emissions Warranty, or Chevrolet, Buick, GMC, and Cadillac optional Extended Limited Warranty or 100%...
Fixed Ops Averages - 01/28/2020
In the first half of 2019, US franchised new vehicle dealerships sold nearly $65 billion worth of service and parts. Since 2010, the NADA report shows that service and parts sales by the typical dealership have grown by an average of 5.4% year. Dealership...
Try it as a service contract.
Re: USED CAR - BATTERY - 02/02/2012
... due to damage or lack of maintenance is not covered by the vehicle warranty during the period of Service Agent inventory storage. To alleviate this condition, the negative battery cable should be disconnected on vehicles which are not going to be in...
COUPON - 05/02/2011
HOW MUCH CAN I CLAIM FOR A GM COUPON...4 SERVICE VISITS, LOF/TIRE ROTATION....
Re: 50/50 SPLIT - 10/26/2011
So where does the part stating: submitting "WITHOUT" service contract & submitting "WITH" a service contract (where the cust pays 1/2 there deduct) come in to play
Re: NEW 7 DIGIT Labor codes - 03/05/2013
Thanks Mark, I accidentally clicked the GLC link on Service Information!!
Forum - 09/06/2016
IT'S UNDER SERVICE FORMS
Forum - 04/27/2017
yea we received ours in march, didnt have any add on repairs or olh , did however have a lifetime part warranty, an axle replacement one side, one with a sublet thats about all
ADD-ON REPAIRS - 05/08/2017
Needing clarification on the service manager signature aspect of the add-on line. If the service manager adds the line electronically with all of required information, do they still need to manually sign the job card? P&P states a signature...
Forum - 05/22/2017
my service manager handles those request !
Forum - 06/02/2017
The service manager would have to approve it before repairs.
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: 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..!!
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...
Technician Productivity - 02/21/2019
The National Automotive Dealers Association is working with dealers to fill service technician vacancies, retain experienced technicians, and employ them more efficiently. Many dealerships find that their technician base is not as productive as it can...
Unavailable Original Equipment Part - 01/21/2019
... part used when performing a warranty, policy, field action repair, or any other vehicle service paid for in part, or full, by GM. The service agent must clearly document on the job card the circumstances surrounding why non-GM parts were used. The customer...
October 2018 Recall Update - 09/25/2018
... are included in the recall population. The bulletin has been updated to include a note with the service procedure regarding a loss of assist or other electrical issues with reference to bulletin 18-NA-161. Customer Satisfaction Recall 17297-03: High...
Concern Not Duplicated - 09/25/2018
... with a customer originated concern where no corrective action was taken. They may not be used on service agent owned vehicles. Customer concerns that may be addressed by service management or service advisors without the involvement of a technician...
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...
Customer Signatures & Authorization to Perform Repair - 06/26/2019
... and prior to any repairs being performed. If a customer is not available to sign the job card, the service manager must sign the authorization line on the job card and document the circumstances surrounding why the customer could not sign prior to any...
Educating the Team - 08/27/2019
... on top of these changes to ensure warranty transaction compliance. But, how does the rest of the service team learn and adapt to these new, updated, and/or revised policies? This is the topic that we posed in the August edition of the Warranty News within...
Non-GM Part - 08/27/2019
... If an original equipment part is not available, and the use of a non-GM part is approved, the service agent is to obtain comparable parts and indicate on the job card, in detail, the circumstances surrounding the use of the non-GM part. Furthermore,...
Virtual Advisors - 07/30/2019
Virtual service advisor technology provides digital products based on artificial intelligence. It allows its human advisor counterparts to focus on working more efficiently with service customers. The virtual advisor kiosk performs the typical write up...
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...
100% Policy and Part Warranties - 02/27/2020
... _ Parts P&P Article 1.1.1: All new or remanufactured GM Parts and Accessories installed by Service Agents under the New Vehicle Limited Warranty, Emissions Warranty, or Chevrolet, Buick, GMC, and Cadillac optional Extended Limited Warranty or 100%...
Fixed Ops Averages - 01/28/2020
In the first half of 2019, US franchised new vehicle dealerships sold nearly $65 billion worth of service and parts. Since 2010, the NADA report shows that service and parts sales by the typical dealership have grown by an average of 5.4% year. Dealership...
Required Job Card Information - 01/03/2020
... is required is common sense when it comes to the job card header. One of the requirements that service advisors often miss is ensuring that the correct in-service date is displayed on the job card. All of the lines on your job card could be charged back...
Extended Protection Plans - 08/23/2016
... Plan, are available in GlobalConnect within the Policies, Procedures, and Guides area of the Service page. The following are helpful tips for handling Divisional Protection Plan transactions:Dealers are advised to obtain a copy of the Customer's...
Tech Time Documentation - 07/28/2016
... punch times on the technician's time ticket by job card line for the repair(s) performed. - Service management must be contacted for approval prior to performing an additional (add-on) repair All warranty and policy repair time for OLH must...
September 2016 Recall Update - 08/23/2016
... passenger air bag inflator assembly rather than just the inflator module. As a result, the parts, service, and warranty sections of the bulletin have been revised. Special Coverage 15682-01: Primary Tank Module Flange Fuel and Vapor Leaks: Approximately...
Reject of the Month - Reject code 074 - 10/26/2016
... first claim was for a part warranty replacement of a power steering pump on a 2003 GMC Sierra. The service manager indicated that the straight time repair was ok as the model year vehicle is no longer listed in the LTG. The technician had three time...
Electronic Job Card Systems and Add On Repairs - 05/22/2017
Adding to, or approving repairs to the job card is the responsibility of service management. This can be accomplished electronically if you have an electronic job card system with the capability to restrict, by user ID, the adding and approving of repairs...
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.
Repair Shop Distrust - 12/21/2016
... drivers distrust auto repair shops, including independent operations, chain stores, and dealership service departments. The four main reasons for the distrust included: recommending unnecessary services, overcharging for services, negative past experiences,...
Driverless Ride Sharing - 01/23/2017
Delphi Automotive plans to name a US city, as well as one in Europe, to launch an Uber-style service with self-driving vehicles. Leading candidates include Boston and Pittsburgh in the US, and London and Luxembourg in Europe. The pilot programs will be...
February 2017 Recall Update - 01/23/2017
... Fire: The recall bulletin has been updated to include revisions to the part information, service procedure, and the warranty transaction information sections. A specific, required sealant has been added to aid with the service procedure. The recall affects...
Add On Repair Documentation Reminders - 09/27/2017
... 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 discovered on dealer owned vehicles do not require service management...
Self-Authorization - 10/24/2017
Certain repairs require authorization by designated Service Agent service management or GM personnel. When authorization is necessary it is the responsibility of service management to determine the specific authorization needed, ensure the reason for...
From the Forum: Sublet Repair Facility - 08/22/2017
... they are able to utilize a local independent body shop for warranty repairs. Article 2.5 of the Service Policies and Procedures Manual addresses the selection of a sublet repair establishment: GM hereby authorizes the Service Agent to select as necessary...
OEM and Reman Engine and Transmission Identification - 04/23/2018
... tools to find engine and automatic transmission/transaxle identification information for OEM built service engines, manufactured for GM service engines, and re-manufactured for GM service engines. Original equipment identification information is ava...
Vehicle Subscriptions - 12/21/2017
... no long term commitment. A common question from lenders and dealerships as vehicle subscription services grow as an alternative to car ownership is: Do you plan to buy, lease, or subscribe? In 2017, Cadillac rolled out a pilot subscription service, Book...
March 2018 Recall Update - 02/20/2018
Noncompliance Recall 15176E: Sunroof Switch Compliance: The recall has been updated to include revisions to the Service Procedure and Warranty Information sections. Certain 2013-2015 Chevrolet Malibu vehicles equipped with a power operated roof panel...
Paint Warranty Claims - 04/08/2016
... repair facility. As a reminder, sublet repairs must not be shown on the warranty transaction as a service agent performed repair. If a repair is performed by the service agents' body shop, the warranty transaction must reflect labor and parts; submitting...
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 ...
Servicing Vehicles from Canada - 04/28/2016
... vehicle to a same franchise US dealership, or if crossline rules apply, any US GM dealership, to service their vehicle. There are a couple of extra steps, however, that must be taken prior to making those repairs. The US service agent must verify...
Exchange Program for Electronic Products - 12/01/2015
... contains the list of components that are available for exchange through GM authorized Electronic Service Centers. Additionally, there are certain electronic components that require the Service Agent to contact TAC for authorization prior to the exchange....
Bulletin 02-00-89-007D - 02/02/2016
... 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 new vehicle franchise, 3) any commercial light duty truck may obtain...
Brake Rotor Documentation Changes - 10/02/2015
... required documentation, was significantly revised to remove several of the outdated policies and service procedures contained in the bulletin last March. This bulletin also addressed the need for lateral runout measurements that are also no longer required...
Divisional Extended Protection Plan - 10/23/2015
... Protection Plan, are available in Global within the Policies, 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...
The Warranty Support Center - 10/02/2015
... you are accustomed to. Interested in seeing which states are in which region? Go to the Service tab in GlobalConnect and access the Regional Communications link within Quick Links, which may be found on the far right side of the Service homepage....
Goodwill - 09/03/2015
For years, a service management approved warranty repair on a vehicle that was out of warranty was called a goodwill claim. Then along came Global Warranty Management and that type of repair became known as a policy repair. The term "goodwill" didn't...
... is required is common sense when it comes to the job card header. One of the requirements that service advisors often miss is ensuring that the correct in-service date is displayed on the job card. All of the lines on your job card could be charged back...
Extended Protection Plans - 08/23/2016
... Plan, are available in GlobalConnect within the Policies, Procedures, and Guides area of the Service page. The following are helpful tips for handling Divisional Protection Plan transactions:Dealers are advised to obtain a copy of the Customer's...
Tech Time Documentation - 07/28/2016
... punch times on the technician's time ticket by job card line for the repair(s) performed. - Service management must be contacted for approval prior to performing an additional (add-on) repair All warranty and policy repair time for OLH must...
September 2016 Recall Update - 08/23/2016
... passenger air bag inflator assembly rather than just the inflator module. As a result, the parts, service, and warranty sections of the bulletin have been revised. Special Coverage 15682-01: Primary Tank Module Flange Fuel and Vapor Leaks: Approximately...
Reject of the Month - Reject code 074 - 10/26/2016
... first claim was for a part warranty replacement of a power steering pump on a 2003 GMC Sierra. The service manager indicated that the straight time repair was ok as the model year vehicle is no longer listed in the LTG. The technician had three time...
Electronic Job Card Systems and Add On Repairs - 05/22/2017
Adding to, or approving repairs to the job card is the responsibility of service management. This can be accomplished electronically if you have an electronic job card system with the capability to restrict, by user ID, the adding and approving of repairs...
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.
Repair Shop Distrust - 12/21/2016
... drivers distrust auto repair shops, including independent operations, chain stores, and dealership service departments. The four main reasons for the distrust included: recommending unnecessary services, overcharging for services, negative past experiences,...
Driverless Ride Sharing - 01/23/2017
Delphi Automotive plans to name a US city, as well as one in Europe, to launch an Uber-style service with self-driving vehicles. Leading candidates include Boston and Pittsburgh in the US, and London and Luxembourg in Europe. The pilot programs will be...
February 2017 Recall Update - 01/23/2017
... Fire: The recall bulletin has been updated to include revisions to the part information, service procedure, and the warranty transaction information sections. A specific, required sealant has been added to aid with the service procedure. The recall affects...
Add On Repair Documentation Reminders - 09/27/2017
... 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 discovered on dealer owned vehicles do not require service management...
Self-Authorization - 10/24/2017
Certain repairs require authorization by designated Service Agent service management or GM personnel. When authorization is necessary it is the responsibility of service management to determine the specific authorization needed, ensure the reason for...
From the Forum: Sublet Repair Facility - 08/22/2017
... they are able to utilize a local independent body shop for warranty repairs. Article 2.5 of the Service Policies and Procedures Manual addresses the selection of a sublet repair establishment: GM hereby authorizes the Service Agent to select as necessary...
OEM and Reman Engine and Transmission Identification - 04/23/2018
... tools to find engine and automatic transmission/transaxle identification information for OEM built service engines, manufactured for GM service engines, and re-manufactured for GM service engines. Original equipment identification information is ava...
Vehicle Subscriptions - 12/21/2017
... no long term commitment. A common question from lenders and dealerships as vehicle subscription services grow as an alternative to car ownership is: Do you plan to buy, lease, or subscribe? In 2017, Cadillac rolled out a pilot subscription service, Book...
March 2018 Recall Update - 02/20/2018
Noncompliance Recall 15176E: Sunroof Switch Compliance: The recall has been updated to include revisions to the Service Procedure and Warranty Information sections. Certain 2013-2015 Chevrolet Malibu vehicles equipped with a power operated roof panel...
Paint Warranty Claims - 04/08/2016
... repair facility. As a reminder, sublet repairs must not be shown on the warranty transaction as a service agent performed repair. If a repair is performed by the service agents' body shop, the warranty transaction must reflect labor and parts; submitting...
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 ...
Servicing Vehicles from Canada - 04/28/2016
... vehicle to a same franchise US dealership, or if crossline rules apply, any US GM dealership, to service their vehicle. There are a couple of extra steps, however, that must be taken prior to making those repairs. The US service agent must verify...
Exchange Program for Electronic Products - 12/01/2015
... contains the list of components that are available for exchange through GM authorized Electronic Service Centers. Additionally, there are certain electronic components that require the Service Agent to contact TAC for authorization prior to the exchange....
Bulletin 02-00-89-007D - 02/02/2016
... 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 new vehicle franchise, 3) any commercial light duty truck may obtain...
Brake Rotor Documentation Changes - 10/02/2015
... required documentation, was significantly revised to remove several of the outdated policies and service procedures contained in the bulletin last March. This bulletin also addressed the need for lateral runout measurements that are also no longer required...
Divisional Extended Protection Plan - 10/23/2015
... Protection Plan, are available in Global within the Policies, 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...
The Warranty Support Center - 10/02/2015
... you are accustomed to. Interested in seeing which states are in which region? Go to the Service tab in GlobalConnect and access the Regional Communications link within Quick Links, which may be found on the far right side of the Service homepage....
Goodwill - 09/03/2015
For years, a service management approved warranty repair on a vehicle that was out of warranty was called a goodwill claim. Then along came Global Warranty Management and that type of repair became known as a policy repair. The term "goodwill" didn't...
Pre-Delivery Inspection (PDI) Credit - 09/03/2015
... its obligations to conduct the PDI in accordance with published standards, non-payment for those services is appropriate.GM has instituted several methods to alert personnel of open recalls on vehicles in dealership inventory. These tools must be utilized...
Warranty Related Manuals - 07/29/2015
... after the transition to the new GlobalConnect site.Once you are logged on to GlobalConnect, select Service from the Departments tab. There is a Quick Links area on the right side of the Service page that lists several links, including the Dealership...
Reject of the Month - 06/30/2015
... 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 to obtain the customer's...
Reject of the Month - 06/02/2015
The owner of a 2013 Chevrolet Traverse took their vehicle to the local dealership for a routine maintenance service; lube, oil and filter service, tire rotation, and MPVI. Once the service was complete, the customer paid the invoice and continued on with...
Update to Diagnostic Time Approval - 03/26/2015
... was updated last October, an authorization matrix was created. One of the requirements was that service management had to approve diagnostic add time before claim submission. With the latest update to bulletin 04-00-89-015 in March, that requirement...
2016 Model Year Warranty Coverage - 03/26/2015
... Programs will remain in effect for most 2016 Chevrolet, GMC, and Buick vehicles. The number of service events will be modified from four service visits within the 2/24,000 to a maximum of two service visits within 2/24,000. Previous model year...
The Value of a Warranty Administrator - 03/26/2015
... documentation before submission including 3 C's, customer signature, technician time recordings, service management properly documented approvals and authorizations, and attached supporting documentation.Submit claims daily and correct rejections within...
Application of Authorization Code R Changes - 03/26/2015
... an authorization matrix, and repeat, related, and overlapping repairs are to be approved by service management with signature, date, time, and explanation either prior to submission or prior to the start of the repair, depending on the situation. Repeat...
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...
Returning Parts to the Warranty Parts Center - 07/01/2014
... allowance. In comments, indicate the reason for the adjustment. Transactions that were service agent self-authorized will require new comments to be entered as well. The core charge of a part that was requested to be returned is reimbursed by adjusting...
Part Rejects - 04/03/2014
... for labour code 1234567, can be corrected at the dealership level with authorization code P. Most service agents have empowerment to override this reject as long as the total dollar amount of parts in the transaction does not exceed $1,000. This...
DMA Claim Approval Request - 04/03/2014
Policy repairs that require DMA involvement, typically repairs that are outside the service agent's empowerment, require completing the Claim Approval Request located in the Dealer Aftersales Empowerment Portal. The DMA will either accept or deny the...
$500 Customer Participation - 02/27/2014
... 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 the claim should only be submitted for the portion that GM will reimburse...
Certified Elite Criteria - 01/28/2014
... 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 associated with Certified Elite will be granted to those dealerships that have met the thresholds...
Important Policy Updates - 01/10/2014
The Service Policies and Procedures Manual underwent an update at the end of 2013. The new edition has been uploaded to Global with manual changes highlighted in yellow.The Courtesy Transportation Program has been updated with a few significant differences...
Audits Suspended - 09/09/2014
... 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 time is stretched to the limit. Because of this, all warranty audits will be deferred...
Bulletin Updates - 01/21/2015
... dealer then completes the bottom section of the form and retains a copy in the vehicle service file. The form may be found in the Service Workbench tab on GlobalConnect within Service Forms. When applicable, GM will mail a CRRF with the product field...
Certified Elite Criteria - 01/21/2015
... of 66% or higher, dealership field action closure rate of 90%, repeat repairs 3% or less, and Service Training Standards of 100% or greater. The benefits associated with Certified Elite will be granted to those dealerships that have met the thresholds...
Cross Border Maintenance - 02/23/2015
... and Canada. Confirm active maintenance programs in the Applicable Warranties section of IVH or the Service Workbench Dashboard. If an active maintenance program is listed, the vehicle is eligible for servicing in either the US or Canada under the program...
Updated CCND Labour Operations - 12/19/2014
... was a concern, but there was not a problem found. Before the advent of these labour operations, service agents would use a repair or replace labour operation to get the technician some time and that resulted in reporting a repair that was not actually...
Required Operating Procedures - 12/19/2014
... within the latest release include the following: Required Operating Procedures Point 2: The Service Management Approval and Transaction Authorizations Matrix may be viewed, printed, or downloaded from Policy & Procedure Article 3.2.13. Version I...
Reject of the Month - 11/25/2014
The owner of a 2011 Chevrolet Traverse visited their local service agent to have an open recall performed. The service agent reviewed IVH and noted open recall 14187-"front safety belt anchor", on the job card. The technician performed the necessary...
GM Auth Request Not Allowed - 11/17/2011
Error message 242, "GM Auth Request Not Allowed-Within Service Agent Self Auth Limits", means that the service agent has the empowerment to authorize the transaction. This error message cannot be routed to GM for review; it must be corrected at the service...
GMPP - 02/07/2012
... 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 to be performed based on the recommended...
ZSET Transaction - 03/08/2012
... For example:I9385 - Folding 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...
... its obligations to conduct the PDI in accordance with published standards, non-payment for those services is appropriate.GM has instituted several methods to alert personnel of open recalls on vehicles in dealership inventory. These tools must be utilized...
Warranty Related Manuals - 07/29/2015
... after the transition to the new GlobalConnect site.Once you are logged on to GlobalConnect, select Service from the Departments tab. There is a Quick Links area on the right side of the Service page that lists several links, including the Dealership...
Reject of the Month - 06/30/2015
... 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 to obtain the customer's...
Reject of the Month - 06/02/2015
The owner of a 2013 Chevrolet Traverse took their vehicle to the local dealership for a routine maintenance service; lube, oil and filter service, tire rotation, and MPVI. Once the service was complete, the customer paid the invoice and continued on with...
Update to Diagnostic Time Approval - 03/26/2015
... was updated last October, an authorization matrix was created. One of the requirements was that service management had to approve diagnostic add time before claim submission. With the latest update to bulletin 04-00-89-015 in March, that requirement...
2016 Model Year Warranty Coverage - 03/26/2015
... Programs will remain in effect for most 2016 Chevrolet, GMC, and Buick vehicles. The number of service events will be modified from four service visits within the 2/24,000 to a maximum of two service visits within 2/24,000. Previous model year...
The Value of a Warranty Administrator - 03/26/2015
... documentation before submission including 3 C's, customer signature, technician time recordings, service management properly documented approvals and authorizations, and attached supporting documentation.Submit claims daily and correct rejections within...
Application of Authorization Code R Changes - 03/26/2015
... an authorization matrix, and repeat, related, and overlapping repairs are to be approved by service management with signature, date, time, and explanation either prior to submission or prior to the start of the repair, depending on the situation. Repeat...
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...
Returning Parts to the Warranty Parts Center - 07/01/2014
... allowance. In comments, indicate the reason for the adjustment. Transactions that were service agent self-authorized will require new comments to be entered as well. The core charge of a part that was requested to be returned is reimbursed by adjusting...
Part Rejects - 04/03/2014
... for labour code 1234567, can be corrected at the dealership level with authorization code P. Most service agents have empowerment to override this reject as long as the total dollar amount of parts in the transaction does not exceed $1,000. This...
DMA Claim Approval Request - 04/03/2014
Policy repairs that require DMA involvement, typically repairs that are outside the service agent's empowerment, require completing the Claim Approval Request located in the Dealer Aftersales Empowerment Portal. The DMA will either accept or deny the...
$500 Customer Participation - 02/27/2014
... 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 the claim should only be submitted for the portion that GM will reimburse...
Certified Elite Criteria - 01/28/2014
... 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 associated with Certified Elite will be granted to those dealerships that have met the thresholds...
Important Policy Updates - 01/10/2014
The Service Policies and Procedures Manual underwent an update at the end of 2013. The new edition has been uploaded to Global with manual changes highlighted in yellow.The Courtesy Transportation Program has been updated with a few significant differences...
Audits Suspended - 09/09/2014
... 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 time is stretched to the limit. Because of this, all warranty audits will be deferred...
Bulletin Updates - 01/21/2015
... dealer then completes the bottom section of the form and retains a copy in the vehicle service file. The form may be found in the Service Workbench tab on GlobalConnect within Service Forms. When applicable, GM will mail a CRRF with the product field...
Certified Elite Criteria - 01/21/2015
... of 66% or higher, dealership field action closure rate of 90%, repeat repairs 3% or less, and Service Training Standards of 100% or greater. The benefits associated with Certified Elite will be granted to those dealerships that have met the thresholds...
Cross Border Maintenance - 02/23/2015
... and Canada. Confirm active maintenance programs in the Applicable Warranties section of IVH or the Service Workbench Dashboard. If an active maintenance program is listed, the vehicle is eligible for servicing in either the US or Canada under the program...
Updated CCND Labour Operations - 12/19/2014
... was a concern, but there was not a problem found. Before the advent of these labour operations, service agents would use a repair or replace labour operation to get the technician some time and that resulted in reporting a repair that was not actually...
Required Operating Procedures - 12/19/2014
... within the latest release include the following: Required Operating Procedures Point 2: The Service Management Approval and Transaction Authorizations Matrix may be viewed, printed, or downloaded from Policy & Procedure Article 3.2.13. Version I...
Reject of the Month - 11/25/2014
The owner of a 2011 Chevrolet Traverse visited their local service agent to have an open recall performed. The service agent reviewed IVH and noted open recall 14187-"front safety belt anchor", on the job card. The technician performed the necessary...
GM Auth Request Not Allowed - 11/17/2011
Error message 242, "GM Auth Request Not Allowed-Within Service Agent Self Auth Limits", means that the service agent has the empowerment to authorize the transaction. This error message cannot be routed to GM for review; it must be corrected at the service...
GMPP - 02/07/2012
... 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 to be performed based on the recommended...
ZSET Transaction - 03/08/2012
... For example:I9385 - Folding 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...
Open Recalls - 05/02/2012
... amount for outstanding recalls at one dealership over six months for vehicles that they have serviced. That amount does not include vehicles that were sold by the dealer, but have never been in for service. It also doesn't account for outstanding recalls...
Transmission Replacements and Contacting the PQC - 08/09/2012
... Request forms with the integrated Repair/Replace Cost Comparison Worksheet are located within the Service Workbench of GlobalConnect. Select the Service Forms link from the Service tab. The forms may be found in the transmission/transaxle section with...
Top 10 New or Updated Policies and Programs in 2012 - 12/18/2012
... the base repair must be supported by separate on/off time punches and documentation in the 3 C's. Service management must always approve other labour time. 2. In late 2012, the GM Service Policies & Procedures Manual was updated. One of those updates,...
Global Warranty Management - 11/05/2012
... Library in Global offers documents from several different categories: marketing, sales, service, parts and business administration. These documents provide information that is relevant for a longer period of time in comparison to Global Messages that...
North American Cross Border Warranty Coverage - 11/05/2012
... you are permitted to make the necessary repairs. It is preferable that the customer seek out a service agent that is of the same franchise as their vehicle, but if that is significantly inconvenient or the repair is of an emergency nature, any GM service...
Reject of the Month - 11/05/2012
... "What Would You Do" example from the October edition of "Warranty News" presented a concern with a service engine soon light and oil fouled spark plugs. The technician repaired the vehicle by installing new pistons and rings and installing a deflector...
Part Return Tips - 01/24/2013
... 24 hours a day, seven days a week. Access the website with the dealerships BAC. Review Service Agent Open Parts Return Requests in GWM in the Prepare Parts Return tab. Part return requests can be viewed for a one month time frame up to a year.All...
2014 Chevrolet Two Year Maintenance Program - 05/14/2013
In late April, Chevrolet announced the new 2/24,000 select required maintenance service program on new, eligible 2014 model year vehicles. The program includes 2014 Cruze diesel and Silverado LD/HD vehicles sold on or after May 1, 2013. The covered services...
Maintenance, Maintenance and More Maintenance - 07/03/2013
... finding the Guidelines document)Term: 2-years/24,000 miles, whichever comes first, limited to four service eventsFrequency: Based on the OLM, with the oil life percentage recorded on the job card2013 Silverado 1500 2-Year/24,000 Mile Maintenance ProgramLabour...
GLC Labour Op Update - 06/19/2013
... for commonly used maintenance programs.Cadillac Premium Care Labour OperationsLegacy Code GLC Service DescriptionZ2262 0600503 Cadillac Premium Care Oil ChangeZ2263 0600513 Cadillac Premium Care Tire RotationZ2264 0600523 Cadillac Premium Care Passenger...
Field Actions and Special Coverage Reimbursements - 06/19/2013
... to complete the form and submit it, along with the required documentation, to their local service agent for processing. A copy of the reimbursement form can also be found in the Policies and Procedures manual, Article 6.1.12.If you have a customer who...
Reject of the Month - 12/09/2013
... sufficiently supported the claim through documentation and time punching? Furthermore, was service management involved in the OLH request? Service management is responsible for reviewing OLH requests prior to the work being performed. Once approved...
Certified Pre-Owned Maintenance Changes - 11/18/2013
... program is changing from 2 years/30,000 miles to 2 years/24,000 miles with a maximum of four services. The services include an oil change, tire rotation, and multipoint vehicle inspection. Oil change frequency is still based on the Oil Life Monitoring...
Reject of the Month - 01/10/2014
... Labour operation xx on job card xx is related to labour code xx. Reviewing IVH at time of service write up and obtaining a descriptive customer concern are critical to identifying a potential related condition. If a possible related condition is...
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...
Transportation Transactions - Receiving Hours Notification - 06/30/2011
As a service agent, you have the option to choose the hours you are willing to receive new vehicle deliveries, within reason. The hours you choose should indicate the times that you will have trained vehicle inspectors available to perform the walk around...
Other Labour Hours - 08/09/2011
... spelled out to justify the time paid. Technicians are required to get the service manager's approval when they feel they might be in a situation where OLH will be necessary. This approval is to be established prior to the repairs being...
Satellite Radio - 08/09/2011
Pandora offers Internet radio service to 100 million registered users. Consumers download a free Pandora application to their smart phones, the application then relays signals to the car's audio system to play a customized, Pandora built, lineup of music...
Accounting for Dealer Installed Accessories / PDI Adds - 09/19/2011
... of dealer installed accessories happen every day at dealerships across the country. While these service actions are very routine for most dealers there are small details that are sometimes overlooked. We have observed some commonly overlooked items related...
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...
Using OLH for Diagnosis: When is it appropriate? - 10/14/2011
The Labour Time Guide (LTG) serves as an essential tool in warranty claim submission. It acts as the service department guideline for service departments to determine the labour involved with a specific repair. Over the last few years, the LTG has been...
Watch those recalls - 11/18/2010
In recent months there seems to have been an increase in the number of updated (and new) recalls that service departments can encounter. The continual updates and additions require both the service department and the warranty administrator to stay on...
OnStar - 01/19/2011
In early January, OnStar announced that their safety, security and connectivity services will become available for non-GM and older GM vehicles. The service will be available through a standalone rearview mirror which will be made available this spring....
Part Ceiling Exceeded - 03/11/2010
... parameters for approving excessive part transactions changed when you transitioned to GWM. Most service agents are now empowered to approve excessive part transactions up to $1,000.The increased empowerment provides the give service agent with the authority...
Reject of the Month - June 2019 - 05/29/2019
... year. Since the pads were purchased prior to April 1, 2018, the warranty coverage is Limited Lifetime and because coverage is for only the first replacement for 12 months/unlimited miles, which was exceeded by time, coverage at this point in time...
... amount for outstanding recalls at one dealership over six months for vehicles that they have serviced. That amount does not include vehicles that were sold by the dealer, but have never been in for service. It also doesn't account for outstanding recalls...
Transmission Replacements and Contacting the PQC - 08/09/2012
... Request forms with the integrated Repair/Replace Cost Comparison Worksheet are located within the Service Workbench of GlobalConnect. Select the Service Forms link from the Service tab. The forms may be found in the transmission/transaxle section with...
Top 10 New or Updated Policies and Programs in 2012 - 12/18/2012
... the base repair must be supported by separate on/off time punches and documentation in the 3 C's. Service management must always approve other labour time. 2. In late 2012, the GM Service Policies & Procedures Manual was updated. One of those updates,...
Global Warranty Management - 11/05/2012
... Library in Global offers documents from several different categories: marketing, sales, service, parts and business administration. These documents provide information that is relevant for a longer period of time in comparison to Global Messages that...
North American Cross Border Warranty Coverage - 11/05/2012
... you are permitted to make the necessary repairs. It is preferable that the customer seek out a service agent that is of the same franchise as their vehicle, but if that is significantly inconvenient or the repair is of an emergency nature, any GM service...
Reject of the Month - 11/05/2012
... "What Would You Do" example from the October edition of "Warranty News" presented a concern with a service engine soon light and oil fouled spark plugs. The technician repaired the vehicle by installing new pistons and rings and installing a deflector...
Part Return Tips - 01/24/2013
... 24 hours a day, seven days a week. Access the website with the dealerships BAC. Review Service Agent Open Parts Return Requests in GWM in the Prepare Parts Return tab. Part return requests can be viewed for a one month time frame up to a year.All...
2014 Chevrolet Two Year Maintenance Program - 05/14/2013
In late April, Chevrolet announced the new 2/24,000 select required maintenance service program on new, eligible 2014 model year vehicles. The program includes 2014 Cruze diesel and Silverado LD/HD vehicles sold on or after May 1, 2013. The covered services...
Maintenance, Maintenance and More Maintenance - 07/03/2013
... finding the Guidelines document)Term: 2-years/24,000 miles, whichever comes first, limited to four service eventsFrequency: Based on the OLM, with the oil life percentage recorded on the job card2013 Silverado 1500 2-Year/24,000 Mile Maintenance ProgramLabour...
GLC Labour Op Update - 06/19/2013
... for commonly used maintenance programs.Cadillac Premium Care Labour OperationsLegacy Code GLC Service DescriptionZ2262 0600503 Cadillac Premium Care Oil ChangeZ2263 0600513 Cadillac Premium Care Tire RotationZ2264 0600523 Cadillac Premium Care Passenger...
Field Actions and Special Coverage Reimbursements - 06/19/2013
... to complete the form and submit it, along with the required documentation, to their local service agent for processing. A copy of the reimbursement form can also be found in the Policies and Procedures manual, Article 6.1.12.If you have a customer who...
Reject of the Month - 12/09/2013
... sufficiently supported the claim through documentation and time punching? Furthermore, was service management involved in the OLH request? Service management is responsible for reviewing OLH requests prior to the work being performed. Once approved...
Certified Pre-Owned Maintenance Changes - 11/18/2013
... program is changing from 2 years/30,000 miles to 2 years/24,000 miles with a maximum of four services. The services include an oil change, tire rotation, and multipoint vehicle inspection. Oil change frequency is still based on the Oil Life Monitoring...
Reject of the Month - 01/10/2014
... Labour operation xx on job card xx is related to labour code xx. Reviewing IVH at time of service write up and obtaining a descriptive customer concern are critical to identifying a potential related condition. If a possible related condition is...
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...
Transportation Transactions - Receiving Hours Notification - 06/30/2011
As a service agent, you have the option to choose the hours you are willing to receive new vehicle deliveries, within reason. The hours you choose should indicate the times that you will have trained vehicle inspectors available to perform the walk around...
Other Labour Hours - 08/09/2011
... spelled out to justify the time paid. Technicians are required to get the service manager's approval when they feel they might be in a situation where OLH will be necessary. This approval is to be established prior to the repairs being...
Satellite Radio - 08/09/2011
Pandora offers Internet radio service to 100 million registered users. Consumers download a free Pandora application to their smart phones, the application then relays signals to the car's audio system to play a customized, Pandora built, lineup of music...
Accounting for Dealer Installed Accessories / PDI Adds - 09/19/2011
... of dealer installed accessories happen every day at dealerships across the country. While these service actions are very routine for most dealers there are small details that are sometimes overlooked. We have observed some commonly overlooked items related...
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...
Using OLH for Diagnosis: When is it appropriate? - 10/14/2011
The Labour Time Guide (LTG) serves as an essential tool in warranty claim submission. It acts as the service department guideline for service departments to determine the labour involved with a specific repair. Over the last few years, the LTG has been...
Watch those recalls - 11/18/2010
In recent months there seems to have been an increase in the number of updated (and new) recalls that service departments can encounter. The continual updates and additions require both the service department and the warranty administrator to stay on...
OnStar - 01/19/2011
In early January, OnStar announced that their safety, security and connectivity services will become available for non-GM and older GM vehicles. The service will be available through a standalone rearview mirror which will be made available this spring....
Part Ceiling Exceeded - 03/11/2010
... parameters for approving excessive part transactions changed when you transitioned to GWM. Most service agents are now empowered to approve excessive part transactions up to $1,000.The increased empowerment provides the give service agent with the authority...
Reject of the Month - June 2019 - 05/29/2019
... year. Since the pads were purchased prior to April 1, 2018, the warranty coverage is Limited Lifetime and because coverage is for only the first replacement for 12 months/unlimited miles, which was exceeded by time, coverage at this point in time...
Add On Repairs - 06/13/2023
... 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 not noted on the job card...
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...
Maintenance Programs - 02/13/2024
... bottom line: the purpose of the complimentary maintenance programs GM offers is to increase service retention and sales loyalty. Customers should be informed that the services provided with their plan are to be performed at a participating service agent and...
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....
Re: GWM -VS- GSA COURTESY DELIVERY PROGRAM - 04/27/2010
Excerpt from Policy & Procedure Article: 2.3.5 - Pre-Delivery Service on Government Delivered Vehicles... Service Agent may be called upon to participate in the pre-delivery inspection service for government vehicles that are GM direct sales through the...
Determining Other Labor Hours Paid - 01/27/2022
... OLH requires a separate clock time that must be in the appropriate sequence for the repair. Service management approval, in the form of an explanation with date, time, and signature (or initials) is required on the front of the hard copy of the...
Dongle Devices - 11/22/2022
... to begin the new requirement that warranty claims will be checked to see if an approved dongle service lane scan (GM SAVI (Service Advisor Vehicle Interface), eAdvisor or Tekion) was completed. Claims submitted without a dongle device scan will be denied...
Add On Repair Minor Change - 03/23/2023
One of the March 2023 updates in the Service Policy and Procedures Manual was a minor change regarding add on repair approval. Service management must still authorize add on repairs, after the new concern has been inspected and verified, in writing,...
Warranty Completion Date - 06/20/2022
... an important step in helping GM reduce vehicle repurchase (buyback) due to prolonged days in the service department for warranty repairs. With part availability still an issue, it can be easier than ever for a customer to qualify for a repurchase/buyback...
Tips from a Mail Out Review - 08/22/2022
... a reminder: All diagnosis time must be prior to parts billed. Add On Repair – Once the service manager determines that an additional repair is necessary and approves adding the line to the job card, the following steps apply. Reference P&P...
Job Card Attachments - 09/26/2022
... be GM Authorized and the only document that needs to be attached is the job card copy showing the service manager’s four element written approval for excessive parts. This authorization may take place at the time of the first transaction or after...
Dealer Aftersales Empowerment Portal - 04/26/2022
... access. The three available processes are as follows: Aftersales Empowerment - Goodwill Tools: Service management may submit a Goodwill request via the portal. Goodwill tools are intended to repair a customer relationship. When a customer’s experience...
Forum - 07/24/2023
Always go into Service Information and search for "battery usage" and look for a document labeled 12V battery usage Open it and type in your vehicle model over the model column and verify the engine. Look at those settings and make sure they match your...
Authorization Code G and SAVI - 01/29/2024
... dongle scan was missed and a subsequent warranty claim is being submitted, dealers should select Service Agent Self Authorization/General Service Agent in Global Warranty Management to address error 872. The appropriate authorization code in this case...
Authorization Code G and SAVI - 10/25/2023
... dongle scan was missed and a subsequent warranty claim is being submitted, dealers should select Service Agent Self Authorization/General Service Agent in Global Warranty Management to address error 872. The appropriate authorization code in this case...
Warranty Blocks and Branded Titles - 05/23/2023
... or fully voided for a number of reasons. Investigate Vehicle History (IVH) or the dashboard in Service Workbench must be accessed in order to verify warranty coverage and identify any partially or fully voided warranties or other restricted activities. Every...
Mail Out Review & Add On Repairs - 04/22/2019
... procedures are being followed correctly and that invalid repairs are not being reimbursed. Some service agents haven’t had a job card review in quite a while, whereas others experience frequent reviews or even an audit. While reviewing transactions...
Reject of the Month - 03/26/2019
... 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 be obtained at time of write...
GlobalConnect Shortcuts - 08/20/2018
... button. Each app contains a list of departments that it is bested suited for (e.g. Parts, Service) as well as a Description (e.g. IVH: application will supply VIN specific information related to warranty history, options, relevant field actions, warranty...
Add on Repairs - 01/21/2019
... 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...
New Year, New Labor Rate - 11/29/2018
... GM guarantees a 2.5% increase. TIP: View your warranty labor rate in GWM under the "View Service Agent Profile" link and select the "Labor Rates" option. ...
Comeback Prevention - 04/29/2020
... includes the following points: Work on ways to improve the communication between the customer, service advisor, service manager, and the technician. If there is a problem in the appointment making process, perhaps those who make appointments could benefit...
Comeback Prevention - 04/29/2020
... includes the following points: Work on ways to improve the communication between the customer, service advisor, service manager, and the technician. If there is a problem in the appointment making process, perhaps those who make appointments could benefit...
Canadian Vehicles in the United States - 12/29/2020
This time of year, dealerships, particularly those in the South, 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...
The Parts Policies & Procedures Manual - 10/27/2020
The Parts Policies and Procedures Manual is available within the Sales, Service, & Parts Policy and Procedures application in GlobalConnect. Most warranty administrators are familiar with the Service Policies and Procedures Manual, as well as 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 not noted on the job card...
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...
Maintenance Programs - 02/13/2024
... bottom line: the purpose of the complimentary maintenance programs GM offers is to increase service retention and sales loyalty. Customers should be informed that the services provided with their plan are to be performed at a participating service agent and...
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....
Re: GWM -VS- GSA COURTESY DELIVERY PROGRAM - 04/27/2010
Excerpt from Policy & Procedure Article: 2.3.5 - Pre-Delivery Service on Government Delivered Vehicles... Service Agent may be called upon to participate in the pre-delivery inspection service for government vehicles that are GM direct sales through the...
Determining Other Labor Hours Paid - 01/27/2022
... OLH requires a separate clock time that must be in the appropriate sequence for the repair. Service management approval, in the form of an explanation with date, time, and signature (or initials) is required on the front of the hard copy of the...
Dongle Devices - 11/22/2022
... to begin the new requirement that warranty claims will be checked to see if an approved dongle service lane scan (GM SAVI (Service Advisor Vehicle Interface), eAdvisor or Tekion) was completed. Claims submitted without a dongle device scan will be denied...
Add On Repair Minor Change - 03/23/2023
One of the March 2023 updates in the Service Policy and Procedures Manual was a minor change regarding add on repair approval. Service management must still authorize add on repairs, after the new concern has been inspected and verified, in writing,...
Warranty Completion Date - 06/20/2022
... an important step in helping GM reduce vehicle repurchase (buyback) due to prolonged days in the service department for warranty repairs. With part availability still an issue, it can be easier than ever for a customer to qualify for a repurchase/buyback...
Tips from a Mail Out Review - 08/22/2022
... a reminder: All diagnosis time must be prior to parts billed. Add On Repair – Once the service manager determines that an additional repair is necessary and approves adding the line to the job card, the following steps apply. Reference P&P...
Job Card Attachments - 09/26/2022
... be GM Authorized and the only document that needs to be attached is the job card copy showing the service manager’s four element written approval for excessive parts. This authorization may take place at the time of the first transaction or after...
Dealer Aftersales Empowerment Portal - 04/26/2022
... access. The three available processes are as follows: Aftersales Empowerment - Goodwill Tools: Service management may submit a Goodwill request via the portal. Goodwill tools are intended to repair a customer relationship. When a customer’s experience...
Forum - 07/24/2023
Always go into Service Information and search for "battery usage" and look for a document labeled 12V battery usage Open it and type in your vehicle model over the model column and verify the engine. Look at those settings and make sure they match your...
Authorization Code G and SAVI - 01/29/2024
... dongle scan was missed and a subsequent warranty claim is being submitted, dealers should select Service Agent Self Authorization/General Service Agent in Global Warranty Management to address error 872. The appropriate authorization code in this case...
Authorization Code G and SAVI - 10/25/2023
... dongle scan was missed and a subsequent warranty claim is being submitted, dealers should select Service Agent Self Authorization/General Service Agent in Global Warranty Management to address error 872. The appropriate authorization code in this case...
Warranty Blocks and Branded Titles - 05/23/2023
... or fully voided for a number of reasons. Investigate Vehicle History (IVH) or the dashboard in Service Workbench must be accessed in order to verify warranty coverage and identify any partially or fully voided warranties or other restricted activities. Every...
Mail Out Review & Add On Repairs - 04/22/2019
... procedures are being followed correctly and that invalid repairs are not being reimbursed. Some service agents haven’t had a job card review in quite a while, whereas others experience frequent reviews or even an audit. While reviewing transactions...
Reject of the Month - 03/26/2019
... 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 be obtained at time of write...
GlobalConnect Shortcuts - 08/20/2018
... button. Each app contains a list of departments that it is bested suited for (e.g. Parts, Service) as well as a Description (e.g. IVH: application will supply VIN specific information related to warranty history, options, relevant field actions, warranty...
Add on Repairs - 01/21/2019
... 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...
New Year, New Labor Rate - 11/29/2018
... GM guarantees a 2.5% increase. TIP: View your warranty labor rate in GWM under the "View Service Agent Profile" link and select the "Labor Rates" option. ...
Comeback Prevention - 04/29/2020
... includes the following points: Work on ways to improve the communication between the customer, service advisor, service manager, and the technician. If there is a problem in the appointment making process, perhaps those who make appointments could benefit...
Comeback Prevention - 04/29/2020
... includes the following points: Work on ways to improve the communication between the customer, service advisor, service manager, and the technician. If there is a problem in the appointment making process, perhaps those who make appointments could benefit...
Canadian Vehicles in the United States - 12/29/2020
This time of year, dealerships, particularly those in the South, 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...
The Parts Policies & Procedures Manual - 10/27/2020
The Parts Policies and Procedures Manual is available within the Sales, Service, & Parts Policy and Procedures application in GlobalConnect. Most warranty administrators are familiar with the Service Policies and Procedures Manual, as well as the...
Required Operating Procedures-Authorization Matrix - 05/22/2018
Download jlwarranty's Service Management Authorization Matrix Help Card Bulletin 04-00-89-015S was updated in mid-May. The revision contains the 2019 model year and an updated Service Management Authorization Matrix. At newsletter print time, the matrix...
What is the empowerment level at my dealership? - 07/25/2017
Have you or someone else in the service department has asked this question, or are your transactions with certain service agent self-authorization codes rejecting? Dealerships that did not meet minimum STS thresholds at the end of the second quarter (98%),...
Full Disclosure - 07/25/2017
... (Duramax™ Diesel Engines), 08-06-04-006 (Calibration Identification) for more information on service agent requirements for calibration verification. Used parts are strictly prohibited when performing warranty and policy repairs, field actions,...
Process Changes to the WPC Program - 01/23/2017
... and other supporting documentation, must be returned within 21 days of the initial request. Service agents must be able to substantiate shipment of parts within 10 days of the request date. If all parts were shipped and were not received within...
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...
Changes to Policy Repair Decision Making - 11/18/2013
... is the original owner.Customer is a loyal new vehicle customer.Customer is a loyal service customer.Previous repair history that is related to the current vehicle issue.The type of repair needed. The repair needed will be expensive for the customer.The...
Reimbursing Customers for Product Field Actions - 01/19/2012
... letters are sent to customers for both special coverage adjustments and recalls, however, when the service is a special coverage adjustment, customers are informed that they do not need to bring their vehicle to the dealership if they are not experiencing...
Changes to Technician Accounting of Labour Time - 08/05/2014
... a recall is being performed on multiple vehicles, such as several vehicles on the service agent's lot, and the repair may result in an inspection only or reprogramming, the technician is not required to time record the job card. The same is true when...
May 2015 Recall Update - 04/28/2015
... Ignition Switch/Ignition Lock Cylinder/Ignition Key-Keys for Life Program: The part information, service procedure, and warranty transaction information sections of the bulletin have been updated to reflect the Keys for Life Program. Special Coverage...
Choosing The Correct Labor Operation - 06/02/2015
... a labor operation is chosen that corresponds with that failed part. The warranty administrator, service manager, or service advisor (not the technician) will apply the correct labor operation that reflects the failure. If a part fails, and because of...
November 2015 Recall Update - 10/23/2015
... relearn the brake pedal home position. The recall bulletin was revised to include an update to the service procedure. Special Coverage 14582A: Throttle Body-Reduced Power Mode: The special coverage has been revised to update the involved models....
New Vehicle Receiving and Inspection Guidelines - 03/01/2016
... manual and other applicable paperwork is in the vehicle.The trunk or cargo compartment area. The service agent inspector must be aware of what parts are to be shipped with the vehicle and stored in the trunk or cargo area (e.g. floor mats). When inspecting...
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...
January 2016 Recall Update - 01/11/2016
... 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 or were previously registered in Alaska,...
December 2015 Recall Update - 12/01/2015
... is no longer available for ordering. Dealers are to order individual components of the kit. The Service Procedure now includes seat belt tensioner cover removal instructions. The recall applies to certain 2013 Buick Encore, Cadillac ATS-4 Door, Chevrolet...
Warranty Performance Analysis - 07/02/2010
... working conditions. When the auditor arrived at the dealership as scheduled at 8:00 am, the service manager took him on a tour of the store before explaining that the warranty administrator was out of the office and wouldn't be back until around...
Warranty Training - 04/13/2010
... job correctly is equally as important. A warranty administrator's job involves interaction with service managers, parts staff, service advisors, and technicians. Those interactions provide the opportunity for the warranty administrator to provide their...
Staying one Step Ahead of Recalls - 01/19/2011
... often may reduce the stress of scrambling for information when the vehicles begin to flood in for service. Consequential Damage and Recalls: There are often many recalls or service campaigns that serve as preventive care to avoid a greater and more...
Transmission Claims and WPC Debits - 09/16/2010
... different failures than what appeared on the PQC case associated with the transmission service. Some of the dealers handling those claims were debited for the warranty transaction. Technicians, service advisors, and service managers must thoroughly and...
Special Coverage 10054D - 10/14/2011
... for the other half of the repair charges, at warranty rates. Customers with an extended warranty service contract do not have to pay for any of the repair, except half of their deductible.The following is an example of a special coverage transaction...
No Problem Found Claims Handling - 06/30/2011
... concerns reflect poorly on the dealership because it compromises the customer's trust in the service department. NPF's can also be time consuming and confusing when attempting to document and justify the claim for reimbursement. If a dealer is not organized...
Routing the Transaction for Review and Payment - 04/27/2011
... with the Global reject process, specifically repetitive returns between the dealer and the GM Service Manager (WSC, PQC, RCC rep, etc). In the event that a transaction has to be routed for review, there are specific pieces of information that must be...
The Empowerment Portal - 01/11/2016
... to access the site. Users that have full access to Dealer Aftersales Empowerment tools include the Service Manager, and Parts & Service Director. Service Advisor and Customer Relations Managers have limited access, Policy Calculator and Reference...
Certified Elite - 02/02/2016
... 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 are achieved for...
Reject of the Month - 04/08/2016
... of the battery Warranty Insert Tag. Example from P&P Article 2.8.2: The article within the Service Policies and Procedures Manual states the requirement of removing the Warranty Insert Tag from the new ACDelco Replacement Battery and retaining it...
Download jlwarranty's Service Management Authorization Matrix Help Card Bulletin 04-00-89-015S was updated in mid-May. The revision contains the 2019 model year and an updated Service Management Authorization Matrix. At newsletter print time, the matrix...
What is the empowerment level at my dealership? - 07/25/2017
Have you or someone else in the service department has asked this question, or are your transactions with certain service agent self-authorization codes rejecting? Dealerships that did not meet minimum STS thresholds at the end of the second quarter (98%),...
Full Disclosure - 07/25/2017
... (Duramax™ Diesel Engines), 08-06-04-006 (Calibration Identification) for more information on service agent requirements for calibration verification. Used parts are strictly prohibited when performing warranty and policy repairs, field actions,...
Process Changes to the WPC Program - 01/23/2017
... and other supporting documentation, must be returned within 21 days of the initial request. Service agents must be able to substantiate shipment of parts within 10 days of the request date. If all parts were shipped and were not received within...
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...
Changes to Policy Repair Decision Making - 11/18/2013
... is the original owner.Customer is a loyal new vehicle customer.Customer is a loyal service customer.Previous repair history that is related to the current vehicle issue.The type of repair needed. The repair needed will be expensive for the customer.The...
Reimbursing Customers for Product Field Actions - 01/19/2012
... letters are sent to customers for both special coverage adjustments and recalls, however, when the service is a special coverage adjustment, customers are informed that they do not need to bring their vehicle to the dealership if they are not experiencing...
Changes to Technician Accounting of Labour Time - 08/05/2014
... a recall is being performed on multiple vehicles, such as several vehicles on the service agent's lot, and the repair may result in an inspection only or reprogramming, the technician is not required to time record the job card. The same is true when...
May 2015 Recall Update - 04/28/2015
... Ignition Switch/Ignition Lock Cylinder/Ignition Key-Keys for Life Program: The part information, service procedure, and warranty transaction information sections of the bulletin have been updated to reflect the Keys for Life Program. Special Coverage...
Choosing The Correct Labor Operation - 06/02/2015
... a labor operation is chosen that corresponds with that failed part. The warranty administrator, service manager, or service advisor (not the technician) will apply the correct labor operation that reflects the failure. If a part fails, and because of...
November 2015 Recall Update - 10/23/2015
... relearn the brake pedal home position. The recall bulletin was revised to include an update to the service procedure. Special Coverage 14582A: Throttle Body-Reduced Power Mode: The special coverage has been revised to update the involved models....
New Vehicle Receiving and Inspection Guidelines - 03/01/2016
... manual and other applicable paperwork is in the vehicle.The trunk or cargo compartment area. The service agent inspector must be aware of what parts are to be shipped with the vehicle and stored in the trunk or cargo area (e.g. floor mats). When inspecting...
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...
January 2016 Recall Update - 01/11/2016
... 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 or were previously registered in Alaska,...
December 2015 Recall Update - 12/01/2015
... is no longer available for ordering. Dealers are to order individual components of the kit. The Service Procedure now includes seat belt tensioner cover removal instructions. The recall applies to certain 2013 Buick Encore, Cadillac ATS-4 Door, Chevrolet...
Warranty Performance Analysis - 07/02/2010
... working conditions. When the auditor arrived at the dealership as scheduled at 8:00 am, the service manager took him on a tour of the store before explaining that the warranty administrator was out of the office and wouldn't be back until around...
Warranty Training - 04/13/2010
... job correctly is equally as important. A warranty administrator's job involves interaction with service managers, parts staff, service advisors, and technicians. Those interactions provide the opportunity for the warranty administrator to provide their...
Staying one Step Ahead of Recalls - 01/19/2011
... often may reduce the stress of scrambling for information when the vehicles begin to flood in for service. Consequential Damage and Recalls: There are often many recalls or service campaigns that serve as preventive care to avoid a greater and more...
Transmission Claims and WPC Debits - 09/16/2010
... different failures than what appeared on the PQC case associated with the transmission service. Some of the dealers handling those claims were debited for the warranty transaction. Technicians, service advisors, and service managers must thoroughly and...
Special Coverage 10054D - 10/14/2011
... for the other half of the repair charges, at warranty rates. Customers with an extended warranty service contract do not have to pay for any of the repair, except half of their deductible.The following is an example of a special coverage transaction...
No Problem Found Claims Handling - 06/30/2011
... concerns reflect poorly on the dealership because it compromises the customer's trust in the service department. NPF's can also be time consuming and confusing when attempting to document and justify the claim for reimbursement. If a dealer is not organized...
Routing the Transaction for Review and Payment - 04/27/2011
... with the Global reject process, specifically repetitive returns between the dealer and the GM Service Manager (WSC, PQC, RCC rep, etc). In the event that a transaction has to be routed for review, there are specific pieces of information that must be...
The Empowerment Portal - 01/11/2016
... to access the site. Users that have full access to Dealer Aftersales Empowerment tools include the Service Manager, and Parts & Service Director. Service Advisor and Customer Relations Managers have limited access, Policy Calculator and Reference...
Certified Elite - 02/02/2016
... 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 are achieved for...
Reject of the Month - 04/08/2016
... of the battery Warranty Insert Tag. Example from P&P Article 2.8.2: The article within the Service Policies and Procedures Manual states the requirement of removing the Warranty Insert Tag from the new ACDelco Replacement Battery and retaining it...
Global Warranty User Manual Updated - 04/08/2016
... manual contains the following sections that provide instruction with reviewing various service agent reports. There are several appendixes in the manual that are helpful in understanding things from a reject code to an authorization code. Investigate...
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...
Reject of the Month - 10/23/2015
Error Code 122: This transaction was reviewed by a GM Service Manager and rejected. Transactions that must be routed for review, for example, part incompatibility issue, or OLH, or part expense that exceeds service management empowerment may be returned...
Certified Elite - 07/29/2015
... field action closure rate has increased to 95%. Dealership parts loyalty remains at 90% and service training standards stays the same as well as 100% or greater. The benefits associated with Certified Elite status will be granted to those dealerships...
Customer Signature - 06/30/2015
... customer must sign the job card before any work begins. If a customer signature is not available, service management must sign their name, indicate the date and time they signed, and provide an explanation as to why the customer did not sign. If audited,...
Parts - 03/26/2015
Take a walk through the service department and become aware of new/used parts and fluids on or near the technician's work stations. Is the department clean, neat, and free of parts/fluids? Or, are there piles of used parts stacked near the technician's...
Transportation Claim Fast Facts - 01/21/2015
All vehicles designated for delivery to the Service Agent's facility, regardless of vehicle condition, must be accepted. Any questions or concerns must be directed to the DBC only.It is highly recommended that digital photographs of damaged areas are...
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...
Recalls - 02/23/2015
Every GM dealership has been experiencing an increase 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...
Repeat Repair/Pyramiding - 04/03/2014
When a service agent enters the Service Agent Self-Review (SASR) Process, documentation and instructional information is made available in the Notifications area of GWM. If your dealership has entered an Observation Period, this is where analysis should...
Customer Enthusiasm - 07/01/2014
... warranty period when the product issue is not covered by the New Vehicle Limited Warranty, but the service agent or customer wants GM to cover the repair to ensure customer loyalty. Having said that, it's important to get this out early in this article;...
Chevrolet 5-Year Protection Plus Package - 12/15/2011
... maintenance. Maintenance can be performed at any participating Chevrolet dealership. Oil change services are to be based on the Oil Life Monitor and tire rotations are to be performed every 7,500 miles. The labour operations used for warranty reimbursement...
Qualifying for a Rental Vehicle - 02/07/2012
... it states that a rental vehicle should not be offered if a vehicle cannot be scheduled into a service department but is operative and safe to drive. Scheduling service late in the afternoon or just prior to the weekend or holiday when the service department...
End of the Year - 11/05/2012
... vehicles are debuting and dealers are planning the end of financial year data. To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule should be current (all transactions over 30 days should be...
Option C Enrollment - 11/05/2012
... retail labour rates from warranty labour rates.Option C labour rates never decrease.Dealers are guaranteed the annual labour rate increase that will not go below 2.5%. ...
Enhanced Buick and GMC Courtesy Transportation Program - 12/18/2012
Buick and GMC service agents who elect to have their own rental vehicles through the Buick and GMC Courtesy Transportation Program are rewarded with a higher reimbursement rate and customers who are less inconvenienced. The program requires that: A...
The Team - 04/12/2013
... 30 plus years or just a few months, you hold a pivotal 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...
Policy Decisions with Electronic Exchange Components - 01/24/2013
Electronic exchange components, such as radios and instrument clusters, are ordered through GM authorized Electronic Service Centers. Once the part number is determined via Tech II or from the unit itself, a call is made to the service agent's preferred...
Maintenance Offers - 08/09/2012
... 27-point vehicle inspection.A ZSSP transaction is submitted for reimbursement for the maintenance service. The reimbursement is either $20 for conventional, diesel or dexos1 oil and $35 for synthetic oil. The dealer is instructed to use labour operation...
Love it or Return it - 08/09/2012
... it or Return it" vehicle 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...
The Warranty Parts Center and Customer Enthusiasm - 06/06/2012
... it is determined if the failure is a result of engineering, assembly, supplier quality, or if the service agent replaced a part that was not defective. This procedure is costly; GM absorbs the shipping costs and people spend time examining the component....
SASR Process: - 07/02/2012
GM has developed the Service Agent Self Review 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...
Empowerment Levels and Change - 08/30/2012
... status changed, as did their self-empowerment levels. This particular dealer lost their Elite Service Agent Status. Each dealer has an empowerment profile that is housed within Global Warranty Management. The profile provides critical information on...
Simplifying the Requirements for Technician Clock Time - 07/03/2013
... beyond the published diagnostic time and is requesting OLH. Also necessary for OLH is to get prior service management approval. Most service agent's use one of three processes for clocking on a job card. If your DMS is set up for electronic clock...
Maintenance - 07/03/2013
... resources are available in GlobalConnect. Once logged on, select Reports and Tools from the Service Workbench. There you will find a link to the P&P Manuals and Other Service/Parts Publications. Or, if you have a shortcut established for the...
... manual contains the following sections that provide instruction with reviewing various service agent reports. There are several appendixes in the manual that are helpful in understanding things from a reject code to an authorization code. Investigate...
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...
Reject of the Month - 10/23/2015
Error Code 122: This transaction was reviewed by a GM Service Manager and rejected. Transactions that must be routed for review, for example, part incompatibility issue, or OLH, or part expense that exceeds service management empowerment may be returned...
Certified Elite - 07/29/2015
... field action closure rate has increased to 95%. Dealership parts loyalty remains at 90% and service training standards stays the same as well as 100% or greater. The benefits associated with Certified Elite status will be granted to those dealerships...
Customer Signature - 06/30/2015
... customer must sign the job card before any work begins. If a customer signature is not available, service management must sign their name, indicate the date and time they signed, and provide an explanation as to why the customer did not sign. If audited,...
Parts - 03/26/2015
Take a walk through the service department and become aware of new/used parts and fluids on or near the technician's work stations. Is the department clean, neat, and free of parts/fluids? Or, are there piles of used parts stacked near the technician's...
Transportation Claim Fast Facts - 01/21/2015
All vehicles designated for delivery to the Service Agent's facility, regardless of vehicle condition, must be accepted. Any questions or concerns must be directed to the DBC only.It is highly recommended that digital photographs of damaged areas are...
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...
Recalls - 02/23/2015
Every GM dealership has been experiencing an increase 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...
Repeat Repair/Pyramiding - 04/03/2014
When a service agent enters the Service Agent Self-Review (SASR) Process, documentation and instructional information is made available in the Notifications area of GWM. If your dealership has entered an Observation Period, this is where analysis should...
Customer Enthusiasm - 07/01/2014
... warranty period when the product issue is not covered by the New Vehicle Limited Warranty, but the service agent or customer wants GM to cover the repair to ensure customer loyalty. Having said that, it's important to get this out early in this article;...
Chevrolet 5-Year Protection Plus Package - 12/15/2011
... maintenance. Maintenance can be performed at any participating Chevrolet dealership. Oil change services are to be based on the Oil Life Monitor and tire rotations are to be performed every 7,500 miles. The labour operations used for warranty reimbursement...
Qualifying for a Rental Vehicle - 02/07/2012
... it states that a rental vehicle should not be offered if a vehicle cannot be scheduled into a service department but is operative and safe to drive. Scheduling service late in the afternoon or just prior to the weekend or holiday when the service department...
End of the Year - 11/05/2012
... vehicles are debuting and dealers are planning the end of financial year data. To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule should be current (all transactions over 30 days should be...
Option C Enrollment - 11/05/2012
... retail labour rates from warranty labour rates.Option C labour rates never decrease.Dealers are guaranteed the annual labour rate increase that will not go below 2.5%. ...
Enhanced Buick and GMC Courtesy Transportation Program - 12/18/2012
Buick and GMC service agents who elect to have their own rental vehicles through the Buick and GMC Courtesy Transportation Program are rewarded with a higher reimbursement rate and customers who are less inconvenienced. The program requires that: A...
The Team - 04/12/2013
... 30 plus years or just a few months, you hold a pivotal 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...
Policy Decisions with Electronic Exchange Components - 01/24/2013
Electronic exchange components, such as radios and instrument clusters, are ordered through GM authorized Electronic Service Centers. Once the part number is determined via Tech II or from the unit itself, a call is made to the service agent's preferred...
Maintenance Offers - 08/09/2012
... 27-point vehicle inspection.A ZSSP transaction is submitted for reimbursement for the maintenance service. The reimbursement is either $20 for conventional, diesel or dexos1 oil and $35 for synthetic oil. The dealer is instructed to use labour operation...
Love it or Return it - 08/09/2012
... it or Return it" vehicle 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...
The Warranty Parts Center and Customer Enthusiasm - 06/06/2012
... it is determined if the failure is a result of engineering, assembly, supplier quality, or if the service agent replaced a part that was not defective. This procedure is costly; GM absorbs the shipping costs and people spend time examining the component....
SASR Process: - 07/02/2012
GM has developed the Service Agent Self Review 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...
Empowerment Levels and Change - 08/30/2012
... status changed, as did their self-empowerment levels. This particular dealer lost their Elite Service Agent Status. Each dealer has an empowerment profile that is housed within Global Warranty Management. The profile provides critical information on...
Simplifying the Requirements for Technician Clock Time - 07/03/2013
... beyond the published diagnostic time and is requesting OLH. Also necessary for OLH is to get prior service management approval. Most service agent's use one of three processes for clocking on a job card. If your DMS is set up for electronic clock...
Maintenance - 07/03/2013
... resources are available in GlobalConnect. Once logged on, select Reports and Tools from the Service Workbench. There you will find a link to the P&P Manuals and Other Service/Parts Publications. Or, if you have a shortcut established for the...
PQC Contact Required? - 02/26/2013
... to review the latest PQC related bulletins, 12-07-30-001 and 02-07-30-029, and realize that most service agents are no longer required to contact the PQC, but some must still make the call. How can you be sure which group your store fits in? The bulletin...
Identifying Non-GM Engine and Transmission Calibrations for V6 and V8 Gasoline Engines - 04/12/2013
... BEFORE disassembly, repair or replacement of an engine assembly under warranty. This is for all GM service agents, regardless of whether required to contact the PQC or not. The wording change went from "strongly recommended" to required. With most service...
Consumer Part Warranty - 09/27/2016
... when purchased as a retail transaction. The warranty also is applicable for parts replaced under a service contract. It is a Federal law that purchasers of consumer warranty parts receive a copy of the warranty coverage. These copies typically do not...
Open Recalls - 09/27/2016
... to recoup the PDI reimbursement. Every dealership must have a process in place to ensure all service agent owned vehicles get open recalls completed. The Field Action Inventory Reports Application in GlobalConnect, under the Service Department...
Empowerment Portal and Open Recalls - 09/27/2016
... click the Continue button to proceed. This is an informational-only message. As a reminder, service agent responsibility in regards to product field actions is outlined within the Service Policies and Procedures Manual Article 6.1.2: In summary,...
Mail Out Review Trends - 04/17/2017
From a sales incentive perspective, the Mail Out Review process has been around for several years. From the service end of things, it is a newer process. The March edition of the Warranty News presented details on this review system for the service department. Dealers...
Paint Warranty Transactions - 06/19/2017
... repair facility. As a reminder, sublet repairs must not be shown on the warranty transaction as a service agent performed repair. If a repair is performed by the service agents’ body shop, the warranty transaction must reflect labor and parts;...
Consumable Parts - 11/21/2017
Service Agents are to purchase all essential special service tools required to service all models currently covered by the GM New Vehicle Limited Warranty. Some of these tools come with what are called “consumable repair parts” that are intended ...
Electronic Exchange Program - 10/24/2017
Electronic Service Centers provide exchange service for certain components. Examples include radios, instrument clusters, and OnStar modules. When a technician determines that an electronic exchange component will need replacement, they obtain the part...
Certified Elite - 01/22/2018
... year. Program criteria and thresholds have been updated to align with the new Parts and Service Excellence (PASE) Program. GM continually monitors and adjusts the thresholds for Elite status so that dealer attainment continues to require an above...
Filing and Supporting Documentation - 01/22/2018
... supporting documentation must be included in the file. The file must 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...
PDI's, Fluid Adds, and DEF Fluid - 09/22/2020
The performance of the Pre-Delivery Inspection (PDI) 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...
Anatomy of a Reject - 08/25/2020
... is true for a rejected transaction. Every reject cannot simply be corrected by submitting with Service Agent Self-Authorization or GM Authorization. Each reject must be analyzed in a step by step manner (much like a technician would follow a diagnostic...
Policy, Goodwill, Customer Enthusiasm, and Warranty - 04/29/2020
... of a defect in materials or workmanship. Goodwill Transaction: When a situation arises where service management would like to offer the customer a token of apology or a maintenance service due to an inconvenience. Policy Transaction: When a vehicle is...
When the Tow Bill Exceeds the Limit - 01/03/2020
... to the job card and tow charges must be reasonable and customary for the dealership’s service area and the distance towed. It will help considerably if the Roadside Assistance Program is explained to your customer the first time they bring their...
Self-Authorization - 10/23/2019
Certain repairs require authorization by designated Service Agent management or GM personnel. When authorization is necessary, it is the responsibility of service management to determine the specific authorization needed, ensure the reason for authorization...
WPC Parts Return Program - 12/19/2018
... essential process that leads to better vehicle 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...
Signatures - 10/23/2018
... 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 the job card. Service management approval is required. By obtaining...
Labor Rate Enrollment - 10/23/2018
The annual labor rate enrollment period is this month. Service agents that are currently enrolled in the Option A warranty labor rate agreement have the opportunity to enroll in the Option C labor rate program during the annual November enrollment period,...
Policy, Goodwill, Customer Enthusiasm, & Warranty - 04/22/2019
... of a defect in materials or workmanship. Goodwill Transaction: When a situation arises where service management would like to offer the customer a token of apology or a maintenance service due to an inconvenience. Policy Transaction: When a vehicle is...
Key Fob Warranty - 06/27/2023
... Signal Detection Screen as confirmation that the VIN of the transmitter key fob is the same as the service vehicle listed on the job card. This includes ZPTI and ZPTC part warranties. The EL-52545 TPMS and RF tool must be used to verify that the VIN...
Key Fob Warranty - 06/27/2023
... Signal Detection Screen as confirmation that the VIN of the transmitter key fob is the same as the service vehicle listed on the job card. This includes ZPTI and ZPTC part warranties. The EL-52545 TPMS and RF tool must be used to verify that the VIN...
Policy, Goodwill, Customer Enthusiasm, and Warranty - 04/25/2023
... cushion, stone chip in paint, or tire damage) Goodwill Transaction: When a situation arises where service management would like to offer the customer a token of apology or a maintenance service due to an inconvenience. (Not the same as a Policy Decision). Special...
Sublet Repairs - 02/26/2024
... and/or the distance towed. Tow charges must be reasonable and customary for the dealership’s service area and the distance towed. Charges are not to be based on dealership’s labor rates. When claiming a tow expense that is excessive, provide...
Roadside Assistance Program - 02/27/2024
... 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 24 hours/7 days a week, via toll-free 800 phone assistance lines, the myBrand...
... to review the latest PQC related bulletins, 12-07-30-001 and 02-07-30-029, and realize that most service agents are no longer required to contact the PQC, but some must still make the call. How can you be sure which group your store fits in? The bulletin...
Identifying Non-GM Engine and Transmission Calibrations for V6 and V8 Gasoline Engines - 04/12/2013
... BEFORE disassembly, repair or replacement of an engine assembly under warranty. This is for all GM service agents, regardless of whether required to contact the PQC or not. The wording change went from "strongly recommended" to required. With most service...
Consumer Part Warranty - 09/27/2016
... when purchased as a retail transaction. The warranty also is applicable for parts replaced under a service contract. It is a Federal law that purchasers of consumer warranty parts receive a copy of the warranty coverage. These copies typically do not...
Open Recalls - 09/27/2016
... to recoup the PDI reimbursement. Every dealership must have a process in place to ensure all service agent owned vehicles get open recalls completed. The Field Action Inventory Reports Application in GlobalConnect, under the Service Department...
Empowerment Portal and Open Recalls - 09/27/2016
... click the Continue button to proceed. This is an informational-only message. As a reminder, service agent responsibility in regards to product field actions is outlined within the Service Policies and Procedures Manual Article 6.1.2: In summary,...
Mail Out Review Trends - 04/17/2017
From a sales incentive perspective, the Mail Out Review process has been around for several years. From the service end of things, it is a newer process. The March edition of the Warranty News presented details on this review system for the service department. Dealers...
Paint Warranty Transactions - 06/19/2017
... repair facility. As a reminder, sublet repairs must not be shown on the warranty transaction as a service agent performed repair. If a repair is performed by the service agents’ body shop, the warranty transaction must reflect labor and parts;...
Consumable Parts - 11/21/2017
Service Agents are to purchase all essential special service tools required to service all models currently covered by the GM New Vehicle Limited Warranty. Some of these tools come with what are called “consumable repair parts” that are intended ...
Electronic Exchange Program - 10/24/2017
Electronic Service Centers provide exchange service for certain components. Examples include radios, instrument clusters, and OnStar modules. When a technician determines that an electronic exchange component will need replacement, they obtain the part...
Certified Elite - 01/22/2018
... year. Program criteria and thresholds have been updated to align with the new Parts and Service Excellence (PASE) Program. GM continually monitors and adjusts the thresholds for Elite status so that dealer attainment continues to require an above...
Filing and Supporting Documentation - 01/22/2018
... supporting documentation must be included in the file. The file must 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...
PDI's, Fluid Adds, and DEF Fluid - 09/22/2020
The performance of the Pre-Delivery Inspection (PDI) 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...
Anatomy of a Reject - 08/25/2020
... is true for a rejected transaction. Every reject cannot simply be corrected by submitting with Service Agent Self-Authorization or GM Authorization. Each reject must be analyzed in a step by step manner (much like a technician would follow a diagnostic...
Policy, Goodwill, Customer Enthusiasm, and Warranty - 04/29/2020
... of a defect in materials or workmanship. Goodwill Transaction: When a situation arises where service management would like to offer the customer a token of apology or a maintenance service due to an inconvenience. Policy Transaction: When a vehicle is...
When the Tow Bill Exceeds the Limit - 01/03/2020
... to the job card and tow charges must be reasonable and customary for the dealership’s service area and the distance towed. It will help considerably if the Roadside Assistance Program is explained to your customer the first time they bring their...
Self-Authorization - 10/23/2019
Certain repairs require authorization by designated Service Agent management or GM personnel. When authorization is necessary, it is the responsibility of service management to determine the specific authorization needed, ensure the reason for authorization...
WPC Parts Return Program - 12/19/2018
... essential process that leads to better vehicle 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...
Signatures - 10/23/2018
... 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 the job card. Service management approval is required. By obtaining...
Labor Rate Enrollment - 10/23/2018
The annual labor rate enrollment period is this month. Service agents that are currently enrolled in the Option A warranty labor rate agreement have the opportunity to enroll in the Option C labor rate program during the annual November enrollment period,...
Policy, Goodwill, Customer Enthusiasm, & Warranty - 04/22/2019
... of a defect in materials or workmanship. Goodwill Transaction: When a situation arises where service management would like to offer the customer a token of apology or a maintenance service due to an inconvenience. Policy Transaction: When a vehicle is...
Key Fob Warranty - 06/27/2023
... Signal Detection Screen as confirmation that the VIN of the transmitter key fob is the same as the service vehicle listed on the job card. This includes ZPTI and ZPTC part warranties. The EL-52545 TPMS and RF tool must be used to verify that the VIN...
Key Fob Warranty - 06/27/2023
... Signal Detection Screen as confirmation that the VIN of the transmitter key fob is the same as the service vehicle listed on the job card. This includes ZPTI and ZPTC part warranties. The EL-52545 TPMS and RF tool must be used to verify that the VIN...
Policy, Goodwill, Customer Enthusiasm, and Warranty - 04/25/2023
... cushion, stone chip in paint, or tire damage) Goodwill Transaction: When a situation arises where service management would like to offer the customer a token of apology or a maintenance service due to an inconvenience. (Not the same as a Policy Decision). Special...
Sublet Repairs - 02/26/2024
... and/or the distance towed. Tow charges must be reasonable and customary for the dealership’s service area and the distance towed. Charges are not to be based on dealership’s labor rates. When claiming a tow expense that is excessive, provide...
Roadside Assistance Program - 02/27/2024
... 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 24 hours/7 days a week, via toll-free 800 phone assistance lines, the myBrand...
What Would You Do? - 11/23 - 10/25/2023
A vehicle nearing the expiration of its NVLW was brought into the service department for routine service as well as a warrantable defect. The routine service was performed, but unfortunately the technician had to order the part for the warranty concern....
Forum - 03/03/2023
... decent information. (this is not all of it) 5.14 - Warranty Parts Expediting GM will reimburse Service Agent for GM parts obtained locally and expenses incurred for expediting GM parts not in Service Agent inventory when required to satisfy any repair...
Assembly Repair/Replacement - 03/28/2022
... updated to provide further clarity to assembly replacement requirements. Dealers must use service parts/kits released through GM CCA for component/assembly repairs. The following policies apply: Dealers not possessing the necessary essential special...
Other Labor Hours - 08/22/2022
... electronic or using the peel and stick cards. It is no longer a requirement that technicians get service management approval prior to clocking time for OLH. Some Dealer Management Systems (DMS) are still set up so that technicians must have service managers...
Straight Time Reminder - 02/28/2023
... all steps taken to support the repair they made and must have a clock time to support the repair. Service management is responsible for the reasonableness of the time being requested. Straight time more than 2 hours must be authorized by service management...
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...
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...
Goodwill Tools - 09/26/2022
... 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 something for them to turn the situation into a positive experience...
8-Point Bulletin Review - 08/30/2021
The Required Operating Procedures – 8 Points Bulletin provides requirements for dealership service operations. Each point is taken from the Service Policies & Procedures Manual. The bulletin may be used to perform an in-house audit review...
Goodwill Tools - 07/27/2021
... 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 something for them to turn the situation into a positive experience...
Forum - 08/07/2018
... Tech training and I take classes to maintain my training at 100% aside from the tech thing in : Service Consultant Service Technology Expert Service Manager Warranty Administrator I have state licenses for Safety and emissions inspection and emissions...
What Would You Do - 09/18 - 08/20/2018
... 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 department would be in...
What Would You Do - 11/18 - 10/24/2018
... consideration. Ultimately the customer returned to their local dealership in Wisconsin for service and discussed reimbursement options with service management.In the meantime, the service advisor had written a job card with the customer’s current...
What Would You Do - 01/18 - 12/27/2017
... to the dealership. Once the technician began the installation process for the new engine, the service manager indicated his authorization for the Straight Time repair. The bulletin provided the engine replacement labor operation and referenced the...
Forum - 09/25/2017
... if it is more economical than repair. (From the Replacement Authorization Request Form found in Service Forms) Also, Bulletin 12-07-30-001 states "the service manager has the authority and the responsibility to make the decision regarding repairing...
Forum - 05/25/2021
... there is some controversy about the fuel feed pipes. The high-pressure pipes are called out in the service procedure as single-use but now GM updated the parts catalog to say that they are not single-use (as of yesterday) and can be re-used. I just made...
A Damsel In Distress - 02/06/2009
... 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 her 3K maintenance, and...
Re: Part Warranty - 09/02/2009
[quote] Mike Mudd: since it is a new part it should carry the new part guarantee of the 12/12. [/quote] UNLESS.... there is more basic warranty left. Then it is warrantied until the end of the 3/36 period.
Just When You Think You Know Someone - 06/20/2008
One Thursday afternoon I (service manager) was sitting down 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...
Re: DUAL HEADREST DVD - 10/16/2008
Check this out. It's all I could find that shows anything on the pdi or accessory adds. Service / Service / Service Operations / Service Operations / G_0000012187 9-24-08 global connect message We've never done one and hope we never do.
Re: DUAL HEADREST DVD - 12/11/2008
Date: 12/11/2008 Ref. number: Service / Service / Service Operations / Service Operations / G_0000017321 Subject: Dealer Installed LPO Summary (20 Nov 08) Might take at a look at this message.was new today GM Global Connect messages.
Warranty Parts Center - 10/21/2022
The WPC process is the common method used to obtain parts replaced by GM Service Agents. The process enables Engineering, Suppliers, GM Supplier Quality, Production Plant, Assembly Plant and Brand Quality Management personnel to perform root cause analysis...
Re: CAM-02 Report - 10/19/2015
The CAM-02 (Recall Vehicle Action Report) is available in the Service Forms application of GlobalConnect. From the Service page scroll down to the Applications area to select the Service Forms link. The link for the CAM-02 is listed in the General Information...
Forum - 07/25/2017
Also from Service P&P Article 2.5: b. Selection of Sublet repair establishment: GM hereby authorizes the Service Agent to select as necessary an alternative repair establishment for body repair service, and no further approval is required from GM....
Forum - 06/05/2017
... OLH asnecessary to cover the labor for repair/replacement of the subsequently damaged part(s). Service Management authorization on the job card does not apply and separate on/off punch time for the converter replacement (OLH claimed) is not required....
A vehicle nearing the expiration of its NVLW was brought into the service department for routine service as well as a warrantable defect. The routine service was performed, but unfortunately the technician had to order the part for the warranty concern....
Forum - 03/03/2023
... decent information. (this is not all of it) 5.14 - Warranty Parts Expediting GM will reimburse Service Agent for GM parts obtained locally and expenses incurred for expediting GM parts not in Service Agent inventory when required to satisfy any repair...
Assembly Repair/Replacement - 03/28/2022
... updated to provide further clarity to assembly replacement requirements. Dealers must use service parts/kits released through GM CCA for component/assembly repairs. The following policies apply: Dealers not possessing the necessary essential special...
Other Labor Hours - 08/22/2022
... electronic or using the peel and stick cards. It is no longer a requirement that technicians get service management approval prior to clocking time for OLH. Some Dealer Management Systems (DMS) are still set up so that technicians must have service managers...
Straight Time Reminder - 02/28/2023
... all steps taken to support the repair they made and must have a clock time to support the repair. Service management is responsible for the reasonableness of the time being requested. Straight time more than 2 hours must be authorized by service management...
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...
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...
Goodwill Tools - 09/26/2022
... 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 something for them to turn the situation into a positive experience...
8-Point Bulletin Review - 08/30/2021
The Required Operating Procedures – 8 Points Bulletin provides requirements for dealership service operations. Each point is taken from the Service Policies & Procedures Manual. The bulletin may be used to perform an in-house audit review...
Goodwill Tools - 07/27/2021
... 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 something for them to turn the situation into a positive experience...
Forum - 08/07/2018
... Tech training and I take classes to maintain my training at 100% aside from the tech thing in : Service Consultant Service Technology Expert Service Manager Warranty Administrator I have state licenses for Safety and emissions inspection and emissions...
What Would You Do - 09/18 - 08/20/2018
... 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 department would be in...
What Would You Do - 11/18 - 10/24/2018
... consideration. Ultimately the customer returned to their local dealership in Wisconsin for service and discussed reimbursement options with service management.In the meantime, the service advisor had written a job card with the customer’s current...
What Would You Do - 01/18 - 12/27/2017
... to the dealership. Once the technician began the installation process for the new engine, the service manager indicated his authorization for the Straight Time repair. The bulletin provided the engine replacement labor operation and referenced the...
Forum - 09/25/2017
... if it is more economical than repair. (From the Replacement Authorization Request Form found in Service Forms) Also, Bulletin 12-07-30-001 states "the service manager has the authority and the responsibility to make the decision regarding repairing...
Forum - 05/25/2021
... there is some controversy about the fuel feed pipes. The high-pressure pipes are called out in the service procedure as single-use but now GM updated the parts catalog to say that they are not single-use (as of yesterday) and can be re-used. I just made...
A Damsel In Distress - 02/06/2009
... 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 her 3K maintenance, and...
Re: Part Warranty - 09/02/2009
[quote] Mike Mudd: since it is a new part it should carry the new part guarantee of the 12/12. [/quote] UNLESS.... there is more basic warranty left. Then it is warrantied until the end of the 3/36 period.
Just When You Think You Know Someone - 06/20/2008
One Thursday afternoon I (service manager) was sitting down 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...
Re: DUAL HEADREST DVD - 10/16/2008
Check this out. It's all I could find that shows anything on the pdi or accessory adds. Service / Service / Service Operations / Service Operations / G_0000012187 9-24-08 global connect message We've never done one and hope we never do.
Re: DUAL HEADREST DVD - 12/11/2008
Date: 12/11/2008 Ref. number: Service / Service / Service Operations / Service Operations / G_0000017321 Subject: Dealer Installed LPO Summary (20 Nov 08) Might take at a look at this message.was new today GM Global Connect messages.
Warranty Parts Center - 10/21/2022
The WPC process is the common method used to obtain parts replaced by GM Service Agents. The process enables Engineering, Suppliers, GM Supplier Quality, Production Plant, Assembly Plant and Brand Quality Management personnel to perform root cause analysis...
Re: CAM-02 Report - 10/19/2015
The CAM-02 (Recall Vehicle Action Report) is available in the Service Forms application of GlobalConnect. From the Service page scroll down to the Applications area to select the Service Forms link. The link for the CAM-02 is listed in the General Information...
Forum - 07/25/2017
Also from Service P&P Article 2.5: b. Selection of Sublet repair establishment: GM hereby authorizes the Service Agent to select as necessary an alternative repair establishment for body repair service, and no further approval is required from GM....
Forum - 06/05/2017
... OLH asnecessary to cover the labor for repair/replacement of the subsequently damaged part(s). Service Management authorization on the job card does not apply and separate on/off punch time for the converter replacement (OLH claimed) is not required....
Forum - 02/20/2017
When I started working for the dealership as the WA the service cashiers closed every RO before the end of every day and I claimed them the next. When our Service Director flaked out on us , myself and the shop foreman started running...
Re: WPC PARTS WAVIER FORM - 04/17/2014
The Waiver Form is available within Service Forms in the Service Workbench of Global. Once you get to Service Forms, enter "CTRL and the letter F" on your keyboard and type in "parts waiver" to quickly find the form. On a side note...the form does...
Re: - 11/24/2014
... 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 that the additional repair is necessary, he/she must be the person who...
Re: CWO Manager - 01/29/2015
... them the day after they're closed. If there are problems and the paperwork needs to go to my service manager, that can be a problem, as he's a terrible procrastinator. At the moment, I know we have some that are over age that we'll have to beg for....
Re: Volt Rental - 02/27/2013
... You may want to read the recall information sometimes the recall will pay for rental. Maybe your service manager was thinking about an admin message that came out in 12/2011 that talked about providing surprise and delight items (Z2302)and (Z2301) volt...
Salary for Warranty Administration - 01/16/2017
... 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 bonus is pretty much an industry standard or at some point was. Either way, my questions are 1) Do other administrators...
Forum - 06/05/2017
Center of Learning: Global Warranty Management Service Agent Analysis Summary Report (On Demand VCT): Course Number: VWGWM.F7D-0D. Resources>Training Reference Materials>Global Warranty Advanced Training Modules>Service Agent Metrics Report &...
Nobember Newsletter Quiz Question - 11/10/2015
... immediate response was the technician. But the answer key at the back of the newsletter shows the service manager. I went back and re-read the section of the newsletter and do not see where the service manager is even mentioned. I understand the service...
Re: Over The Counter Parts Warranty - 01/27/2016
I have a question about claiming and OTC Part Warranty. My former service director had me using his GMIN number for the service advisor and a service tech's number for the technician number, but who's numbers should I really be putting in those spaces....
Techs looking up their own Labor ops - 03/13/2015
I was recently promoted to GM at our store. Along with my change in title was a change in service management. I was recently helping the new service manager with some rejects and discovered the techs are looking up their own times (they all have access...
WPC Parts Return program - 03/09/2022
... essential process that leads to better vehicle 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...
Customer Purchased Parts and Accessories - 04/02/2020
... Shock Absorber/ Strut and Lift Support Limited Warranty, ACDelco Ignition Wire Set Limited Lifetime Warranty and GM Certified Service Exhaust System Limited Warranty, just to name a few. The longer warranty applies only to retail purchases from a service...
Investigate Vehicle History - 01/23/2018
... be highlighting all of the important sections of the report that should be used with every service transaction. Let's get started with where to find IVH. Log on to GlobalConnect with your username and password. Select Service, and then the Investigate...
Missed Revenue - Shuttles - 03/14/2022
When it comes to revenue in your service department, every dollar counts. Warranty claims processing is a system of codes additional steps, and sometimes infrequent occurrences that involve other departments providing the right information and because...
General Comments - 10/10/2017
Just prior to clicking submit on a transaction, the service agent has the ability to enter information in the general comments field. GM has stated that the purpose of utilizing this section is to include any information the service agent would like...
Re: Maintenace Website from Newsletter. - 08/29/2008
This is the link to the OEConnection website for Service Advantage. OEConnection is an online parts service that worked with GM to develop the Service Advantage web tool. http://www.oeconnection.com/Solutions_ServiceAdvantage.aspx?country=US
Re: Towing on a life time warr part ? - 09/16/2009
... cost. Labor op T2020 and net the cost of the towing. G authorize and add comments regarding the lifetime warranty repair. You may have to h route it. I have never had a problem with these paying this way however I do not recall if the rep had to ...
Yet Another Part Warranty Question - 11/10/2009
... 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. I know the dealer absorbs the labor...
Re: DURASTOP and GWM - 04/06/2010
... 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 was some sort of goodwill deal from your post....
Part Failures during the Same Repair Visit? - 09/30/2021
... 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 approval.My question is, If adding...
Forum - 01/28/2020
... parts purchased prior to April 1, 2018 (including those that carry the brake pad and shoe limited lifetime warranty that includes wear out coverage). In those specific cases, labor is covered for only the first replacement for 12 months/unlimited miles...
EarlyBird/Night Drop authorization ? - 03/21/2019
... requirement in P&P and I found in JLWarrantyNews July 2018: 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 authorization to repair...
GM Included Maitenance Reimbursement Amount Increase - 04/01/2019
... a way to get the amount we get on the included maintenance increased? Our DMA has told our Service Manager that there is? I have no idea. I thought everyone got the same amount. I've been told to find out. I've emailed our...
Forum - 08/08/2017
The only Service Contract claim I've done is for GMPP. If that is what you're Service Contract is, they only pay List price, not cost. We use PBS and when selecting what kind of claim on the RO, you have to select WGPC, NOT W. Then the...
Forum - 02/07/2018
Great responses! Service management contacted the DMA to review the transaction. After review, the transaction was accepted for payment with the 20.2 hours of ST. Comments noted with the transaction state that this specific repair was performed prior...
When I started working for the dealership as the WA the service cashiers closed every RO before the end of every day and I claimed them the next. When our Service Director flaked out on us , myself and the shop foreman started running...
Re: WPC PARTS WAVIER FORM - 04/17/2014
The Waiver Form is available within Service Forms in the Service Workbench of Global. Once you get to Service Forms, enter "CTRL and the letter F" on your keyboard and type in "parts waiver" to quickly find the form. On a side note...the form does...
Re: - 11/24/2014
... 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 that the additional repair is necessary, he/she must be the person who...
Re: CWO Manager - 01/29/2015
... them the day after they're closed. If there are problems and the paperwork needs to go to my service manager, that can be a problem, as he's a terrible procrastinator. At the moment, I know we have some that are over age that we'll have to beg for....
Re: Volt Rental - 02/27/2013
... You may want to read the recall information sometimes the recall will pay for rental. Maybe your service manager was thinking about an admin message that came out in 12/2011 that talked about providing surprise and delight items (Z2302)and (Z2301) volt...
Salary for Warranty Administration - 01/16/2017
... 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 bonus is pretty much an industry standard or at some point was. Either way, my questions are 1) Do other administrators...
Forum - 06/05/2017
Center of Learning: Global Warranty Management Service Agent Analysis Summary Report (On Demand VCT): Course Number: VWGWM.F7D-0D. Resources>Training Reference Materials>Global Warranty Advanced Training Modules>Service Agent Metrics Report &...
Nobember Newsletter Quiz Question - 11/10/2015
... immediate response was the technician. But the answer key at the back of the newsletter shows the service manager. I went back and re-read the section of the newsletter and do not see where the service manager is even mentioned. I understand the service...
Re: Over The Counter Parts Warranty - 01/27/2016
I have a question about claiming and OTC Part Warranty. My former service director had me using his GMIN number for the service advisor and a service tech's number for the technician number, but who's numbers should I really be putting in those spaces....
Techs looking up their own Labor ops - 03/13/2015
I was recently promoted to GM at our store. Along with my change in title was a change in service management. I was recently helping the new service manager with some rejects and discovered the techs are looking up their own times (they all have access...
WPC Parts Return program - 03/09/2022
... essential process that leads to better vehicle 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...
Customer Purchased Parts and Accessories - 04/02/2020
... Shock Absorber/ Strut and Lift Support Limited Warranty, ACDelco Ignition Wire Set Limited Lifetime Warranty and GM Certified Service Exhaust System Limited Warranty, just to name a few. The longer warranty applies only to retail purchases from a service...
Investigate Vehicle History - 01/23/2018
... be highlighting all of the important sections of the report that should be used with every service transaction. Let's get started with where to find IVH. Log on to GlobalConnect with your username and password. Select Service, and then the Investigate...
Missed Revenue - Shuttles - 03/14/2022
When it comes to revenue in your service department, every dollar counts. Warranty claims processing is a system of codes additional steps, and sometimes infrequent occurrences that involve other departments providing the right information and because...
General Comments - 10/10/2017
Just prior to clicking submit on a transaction, the service agent has the ability to enter information in the general comments field. GM has stated that the purpose of utilizing this section is to include any information the service agent would like...
Re: Maintenace Website from Newsletter. - 08/29/2008
This is the link to the OEConnection website for Service Advantage. OEConnection is an online parts service that worked with GM to develop the Service Advantage web tool. http://www.oeconnection.com/Solutions_ServiceAdvantage.aspx?country=US
Re: Towing on a life time warr part ? - 09/16/2009
... cost. Labor op T2020 and net the cost of the towing. G authorize and add comments regarding the lifetime warranty repair. You may have to h route it. I have never had a problem with these paying this way however I do not recall if the rep had to ...
Yet Another Part Warranty Question - 11/10/2009
... 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. I know the dealer absorbs the labor...
Re: DURASTOP and GWM - 04/06/2010
... 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 was some sort of goodwill deal from your post....
Part Failures during the Same Repair Visit? - 09/30/2021
... 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 approval.My question is, If adding...
Forum - 01/28/2020
... parts purchased prior to April 1, 2018 (including those that carry the brake pad and shoe limited lifetime warranty that includes wear out coverage). In those specific cases, labor is covered for only the first replacement for 12 months/unlimited miles...
EarlyBird/Night Drop authorization ? - 03/21/2019
... requirement in P&P and I found in JLWarrantyNews July 2018: 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 authorization to repair...
GM Included Maitenance Reimbursement Amount Increase - 04/01/2019
... a way to get the amount we get on the included maintenance increased? Our DMA has told our Service Manager that there is? I have no idea. I thought everyone got the same amount. I've been told to find out. I've emailed our...
Forum - 08/08/2017
The only Service Contract claim I've done is for GMPP. If that is what you're Service Contract is, they only pay List price, not cost. We use PBS and when selecting what kind of claim on the RO, you have to select WGPC, NOT W. Then the...
Forum - 02/07/2018
Great responses! Service management contacted the DMA to review the transaction. After review, the transaction was accepted for payment with the 20.2 hours of ST. Comments noted with the transaction state that this specific repair was performed prior...
Customer Assistance $100 Voucher - 03/06/2018
... a customer contact CAC because their vehicle is out of warranty and wanted assistance. The service manager had run the policy calculator and had determined that the customer was responsible for 50% of the repair, which they disagreed with. ...
Error 232: Repeat Repair. The same Labour Code 0600213 was found on job card ******. - 07/26/2018
The latest JLWarranty News, Aug 2018 pg 4. "Maintenance Service Rejects" Error 232: Repeat Repair. The same Labour Code 0600213 was found on job card ******. This reject cannot be authorized like a regular repeat repair reject, nor can...
Forum - 05/14/2018
Reimbursement for covered services is based on a fixed reimbursement rate for lube/oil/filter and tire 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...
Forum - 05/08/2018
... the install process (since it is not included as a drop down with the labor operation), go to the Service Manual/Bulletins link, enter a keyword or search by service category (e.g. transmission) to research the service procedure....
Takata Airbag Recall - 06/29/2021
... Kit (Single Stage - HD pickup trucks) is in very limited supply and will be replaced by a new service part in the very near future. Once the new part is released, part # 84255088 will be obsolete and unusable for this field action. These parts cannot...
Labor Time Allowance - 12/29/2020
... into effect on January 1, 2021. Ten labor codes will show time decreases due to streamlined service procedures that were published over the last year. 34 labor operations will show a time increase based on revised or restudied service procedures....
3 C's - 01/04/2023
... the repair. It all begins with the Concern as provided by the customer and documented by the service advisor. The service advisor is responsible for confirming and documenting each customer concern on the job card. Educate the advisors on asking fact...
Warranty Claim Authorizations- Important Debit item - 03/09/2023
Recently I was advised that even though on our warranty claim authorizations they were being signed by the service manager,,,,the manager is also responsible for the date,,time,,and EXPLANATION,,,,all in the managers handwriting. The Warranty person...
Consequential damage authorizations - 03/14/2023
... the OLH claimed(base time) for replacement of the consequential damaged parts DOES NOT require Service Management auth on the hard copy, but on the next page it states that "Service Agent Authorization in the Self-Authorization box may be required for...
Forum - 06/14/2022
... in less than that 2 years it would be a ZPTI referencing the original installation. Of course lifetime parts and other restrictions apply but this is the general rule I use and have run into no issues....
Forum - 01/26/2024
... people doing procedures without any regard for whether it is covered or not. When you say "service bay test" I think of EVAP systems, and to my knowledge the process for fixing DPF issues and speed limited messages is the service regeneration test....
What Would You Do? - 05/23 - 04/25/2023
... Running Lights, N222386380 DRL May Not Deactivate When Headlamps Are On. They contacted their service department to have the recall performed in addition to routine maintenance services. The recall notice stated that GM will update the software...
Dealer Empowerment - 02/26/2024
GM provides service management a certain level of authority and responsibility for decision making regarding the administration of warranty. Empowered dealers have the ability to make decisions at their level, which is closest to the circumstances, the...
Straight Time Reminder - 02/26/2024
... and must have an individual and labeled (e.g. “ST”) clock time to support the repair. Service management is responsible for the reasonableness of the time being requested. Straight time more than 2 hours must be authorized by service management...
Straight Time and Other Labor Hours - 06/26/2023
... is required to document the steps taken and must also have a clock time to support the repair. Service management is responsible for the reasonableness of the request. More than 2 hours of ST must be authorized by service management with a signature,...
What is Your Reject Percentage? - 08/21/2018
... Reject Percentage” on the Warranty Community. The poll was associated with the Maintenance Service Rejects article that was published with the August edition of the newsletter. To date, the majority of respondents have a reject percentage of 6-10%,...
Analysis Report - Shuttle - 11/29/2018
... alternative. This method of transportation should be considered with any scheduled warranty service appointment or when any eligible vehicle is brought in for a warranty repair. Is your store taking advantage of this transportation alternative?...
Goodwill Tools to Increase Customer Satisfaction - 08/25/2020
... are also due for an oil change and tire rotation. Use this labor operation for their maintenance service with the hope that the offering will make up for the inconvenience. The maximum reimbursement with this labor operation is $100. The transaction...
Replacement Parts Warranty - 03/26/2018
Effective April 1, 2018 - All dealer installed GM service replacement parts are covered for 24 months/unlimited miles (whichever occurs first) from the date of installation and includes both parts and labor. Subsequent replacements under this warranty...
Hybrid Batteries - 10/24/2017
... specific electronic products that are available for exchange through a GM authorized Electronic Service Center (ESC), it may not be common knowledge that the exchange process applies to certain batteries that are available through a Battery Service Center...
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...
Warranty Repairs on Vehicles Sold in Canada - 05/22/2017
... vehicles but most of the same guidelines apply for vehicles sold and registered in Mexico. The Service P&P, article 1.2, includes Mexican vehicle warranty repair guidelines and should be referred to when servicing a Mexican sold and registered vehicle...
Reject of the Month - 07/28/2016
... document. The Warranty Documents provide contact information for the IBP as well as Limited Lifetime Warranty details for the component. Warranty replacement and repairs are not to be processed through GWM for these accessories. ...
August 2013 Recall Update - 07/30/2013
... Door Switch Short Circuit: The recall bulletin has been updated to include an inspection and service procedure overview in the service procedure and to include note statements to the service procedure. The note advises technicians to ensure that the...
Researching and Finding Answers on Global - 04/13/2012
... feasible? To find the answers, log on to SI, enter the vehicle year, make, and model. Select the service manual link (rather than the LTG link).Service Manual/Bulletins - Acadia, Enclave, OUTLOOK, Traverse (VIN R/V) Service ManualAt the Service Category...
... a customer contact CAC because their vehicle is out of warranty and wanted assistance. The service manager had run the policy calculator and had determined that the customer was responsible for 50% of the repair, which they disagreed with. ...
Error 232: Repeat Repair. The same Labour Code 0600213 was found on job card ******. - 07/26/2018
The latest JLWarranty News, Aug 2018 pg 4. "Maintenance Service Rejects" Error 232: Repeat Repair. The same Labour Code 0600213 was found on job card ******. This reject cannot be authorized like a regular repeat repair reject, nor can...
Forum - 05/14/2018
Reimbursement for covered services is based on a fixed reimbursement rate for lube/oil/filter and tire 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...
Forum - 05/08/2018
... the install process (since it is not included as a drop down with the labor operation), go to the Service Manual/Bulletins link, enter a keyword or search by service category (e.g. transmission) to research the service procedure....
Takata Airbag Recall - 06/29/2021
... Kit (Single Stage - HD pickup trucks) is in very limited supply and will be replaced by a new service part in the very near future. Once the new part is released, part # 84255088 will be obsolete and unusable for this field action. These parts cannot...
Labor Time Allowance - 12/29/2020
... into effect on January 1, 2021. Ten labor codes will show time decreases due to streamlined service procedures that were published over the last year. 34 labor operations will show a time increase based on revised or restudied service procedures....
3 C's - 01/04/2023
... the repair. It all begins with the Concern as provided by the customer and documented by the service advisor. The service advisor is responsible for confirming and documenting each customer concern on the job card. Educate the advisors on asking fact...
Warranty Claim Authorizations- Important Debit item - 03/09/2023
Recently I was advised that even though on our warranty claim authorizations they were being signed by the service manager,,,,the manager is also responsible for the date,,time,,and EXPLANATION,,,,all in the managers handwriting. The Warranty person...
Consequential damage authorizations - 03/14/2023
... the OLH claimed(base time) for replacement of the consequential damaged parts DOES NOT require Service Management auth on the hard copy, but on the next page it states that "Service Agent Authorization in the Self-Authorization box may be required for...
Forum - 06/14/2022
... in less than that 2 years it would be a ZPTI referencing the original installation. Of course lifetime parts and other restrictions apply but this is the general rule I use and have run into no issues....
Forum - 01/26/2024
... people doing procedures without any regard for whether it is covered or not. When you say "service bay test" I think of EVAP systems, and to my knowledge the process for fixing DPF issues and speed limited messages is the service regeneration test....
What Would You Do? - 05/23 - 04/25/2023
... Running Lights, N222386380 DRL May Not Deactivate When Headlamps Are On. They contacted their service department to have the recall performed in addition to routine maintenance services. The recall notice stated that GM will update the software...
Dealer Empowerment - 02/26/2024
GM provides service management a certain level of authority and responsibility for decision making regarding the administration of warranty. Empowered dealers have the ability to make decisions at their level, which is closest to the circumstances, the...
Straight Time Reminder - 02/26/2024
... and must have an individual and labeled (e.g. “ST”) clock time to support the repair. Service management is responsible for the reasonableness of the time being requested. Straight time more than 2 hours must be authorized by service management...
Straight Time and Other Labor Hours - 06/26/2023
... is required to document the steps taken and must also have a clock time to support the repair. Service management is responsible for the reasonableness of the request. More than 2 hours of ST must be authorized by service management with a signature,...
What is Your Reject Percentage? - 08/21/2018
... Reject Percentage” on the Warranty Community. The poll was associated with the Maintenance Service Rejects article that was published with the August edition of the newsletter. To date, the majority of respondents have a reject percentage of 6-10%,...
Analysis Report - Shuttle - 11/29/2018
... alternative. This method of transportation should be considered with any scheduled warranty service appointment or when any eligible vehicle is brought in for a warranty repair. Is your store taking advantage of this transportation alternative?...
Goodwill Tools to Increase Customer Satisfaction - 08/25/2020
... are also due for an oil change and tire rotation. Use this labor operation for their maintenance service with the hope that the offering will make up for the inconvenience. The maximum reimbursement with this labor operation is $100. The transaction...
Replacement Parts Warranty - 03/26/2018
Effective April 1, 2018 - All dealer installed GM service replacement parts are covered for 24 months/unlimited miles (whichever occurs first) from the date of installation and includes both parts and labor. Subsequent replacements under this warranty...
Hybrid Batteries - 10/24/2017
... specific electronic products that are available for exchange through a GM authorized Electronic Service Center (ESC), it may not be common knowledge that the exchange process applies to certain batteries that are available through a Battery Service Center...
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...
Warranty Repairs on Vehicles Sold in Canada - 05/22/2017
... vehicles but most of the same guidelines apply for vehicles sold and registered in Mexico. The Service P&P, article 1.2, includes Mexican vehicle warranty repair guidelines and should be referred to when servicing a Mexican sold and registered vehicle...
Reject of the Month - 07/28/2016
... document. The Warranty Documents provide contact information for the IBP as well as Limited Lifetime Warranty details for the component. Warranty replacement and repairs are not to be processed through GWM for these accessories. ...
August 2013 Recall Update - 07/30/2013
... Door Switch Short Circuit: The recall bulletin has been updated to include an inspection and service procedure overview in the service procedure and to include note statements to the service procedure. The note advises technicians to ensure that the...
Researching and Finding Answers on Global - 04/13/2012
... feasible? To find the answers, log on to SI, enter the vehicle year, make, and model. Select the service manual link (rather than the LTG link).Service Manual/Bulletins - Acadia, Enclave, OUTLOOK, Traverse (VIN R/V) Service ManualAt the Service Category...
Scheduled Maintenance Programs - 04/03/2014
... Programs consist of oil changes, tire rotations and Multi-Point Vehicle Inspections (up to 4 service events). The quick reference sheet provides specific information about the time period, covered services, labour operation codes, reimbursement...
September 2014 Recall Update - 09/09/2014
... performed and are still within 12 years from the date the vehicle was originally placed into service. The special coverage addresses the replacement of tailgate support cables on 2002-2003 model year Chevrolet S10 and GMC Sonoma vehicles for a period...
Engine and Transmission Identification - 10/23/2015
... the information to find engine and automatic transmission/transaxle identification for OEM built service engines, manufactured for GM service engines, and re-manufactured for GM service engines. The engine bar code tag is located in one of several places;...
OLH and Straight Time - 10/02/2015
... on the physical job card does not meet timekeeping requirements.The technician must contact service management for approval prior to performing OLH.Service management approval includes: signature/initials, date of approval, time of approval, and an explanation...
The Live Chat Link - 12/01/2015
... Categories including; Applications, Center of Learning, Certified Pre-Owned, Forms, Pre-Sales and Service. Currently within the Service Category: When are daily Global Warranty Transaction Summary Reports available? How does a dealer search the...
New PQC Web Forms - 12/01/2015
Service agents that are currently required to contact the PQC prior to repair have the ability to use the PQC@gm.com email address to send the completed web forms. The forms are in GlobalConnect under Service Forms. The PQC will advise within 2 hours ...
Everyday Value and the $5 Reimbursement - 11/17/2011
... if they do so, they will not be able to re-enroll until the 2013 program is available.One of the services in this program is the Everyday Value oil change, tire rotation and 27-point inspection, sold for $39.95 or less. Research has shown that the number...
Valid GMIN Requirement - Now in Effect - 07/02/2010
On July 8, 2010, GM began editing transactions based on the validity of the service advisor's GMIN. Transactions submitted with a GMIN not found in GM Training will be rejected. The GMIN entered for the Global transaction must be the...
Coupons & Certificates - 11/18/2010
Getting paid for special programs - The use of coupons and certificates of every kind has become common in every service department across the country. Keep the details straight on these changing offers. Below are a few tips that may help your dealership...
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...
Safety Recall 10243A - 09/16/2010
Second Row Safety Belt Interference - Revised Service Procedure: Bulletin has been updated to include a revision to the service procedure. Certain 2009-2010 Buick Enclave, Chevrolet Traverse, and GMC Acadia vehicles may have a condition in which the second...
Pre-Delivery Inspection - 08/10/2010
... dealer/BAC code, stock number, repair order number, the date, and the signatures of both the service manager and the technician. The form must be attached to the job card and filed in the vehicle history file. A sales delivery form is included with...
Warranty Performance Analysis - 08/10/2010
... 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 the items discussed...
Safety Recall 09199A - 08/10/2010
Loss of Power Brake Assist in Extreme Cold Weather - Revised Service Procedure: The service procedure for recall 09199 has been revised to include a statement to ensure the air intake connector is properly aligned with the throttle body to prevent a whistling...
Dexos Website - 04/12/2011
... The website gives an overview of Dexos and Dexos2 and their, uses, features, and specifications. Service and parts departments may find the information published on the site to be useful in both service and after sales situations. The website: www.gmdexos.com....
Cadillac Maintenance Labour Operation Z2262 - 04/12/2011
With summer just around the corner, the number of service programs and coupons that dealers handle will accelerate. Keeping up to date on how these claims are submitted can seem daunting but is extremely important for every service department's bottom...
Subsequent Recall Part Failures - 03/10/2011
If a part previously installed for a product field action fails, the service agent must determine if warranty coverage applies and submit either a new vehicle warranty transaction or parts replacement warranty transaction after the repair has been completed....
The Rookie's Corner - 10/14/2011
... primary tools that the warranty rookie should use to ensure that a claim is properly administered.Service Information - Service Information, or "SI", is GM's portal for all things repair related. Use SI to locate labour operations, labour time, and bulletins....
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....
You're Being Watched! - 06/08/2011
... to send a repeat repair rejected transaction back to GM for reimbursement can only be made by service management. The previous transaction must be thoroughly researched to determine if that repair corrected the customer's concern at the time. If it becomes...
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...
2016 Scheduled Maintenance Reminder - 09/02/2015
... Programs remain in effect for most 2016 Chevrolet, Buick and GMC vehicles, the number of service events has been reduced to a maximum of two within the term. Previous model year vehicles (2014, 2015) received a maximum of four service events. ...
Brake Lathe Calibration - 04/28/2015
... was updated in late March. The bulletin was significantly revised to remove outdated policies and service procedures. As a reminder, calibration of the brake lathe should be performed and recorded monthly, or whenever post-service brake rotor LRO measurements...
April 2015 Recall Update - 03/26/2015
... transmission and the following vehicles equipped with a 4-speed automatic transmission and serviced with a suspect replacement shift cable - 2005-2007 Saturn Aura, and 2005-2008 Pontiac G6.Special Coverage Adjustment 14264A: Evaporative Emission Canister...
Consultant Dashboard and IVH - 03/26/2015
... history, checking for recalls, verifying warranty coverage, and other important items, is that service advisors use the Consultant Dashboard link to access this information. In addition to reviewing the information mentioned above, the multipoint vehicle...
... Programs consist of oil changes, tire rotations and Multi-Point Vehicle Inspections (up to 4 service events). The quick reference sheet provides specific information about the time period, covered services, labour operation codes, reimbursement...
September 2014 Recall Update - 09/09/2014
... performed and are still within 12 years from the date the vehicle was originally placed into service. The special coverage addresses the replacement of tailgate support cables on 2002-2003 model year Chevrolet S10 and GMC Sonoma vehicles for a period...
Engine and Transmission Identification - 10/23/2015
... the information to find engine and automatic transmission/transaxle identification for OEM built service engines, manufactured for GM service engines, and re-manufactured for GM service engines. The engine bar code tag is located in one of several places;...
OLH and Straight Time - 10/02/2015
... on the physical job card does not meet timekeeping requirements.The technician must contact service management for approval prior to performing OLH.Service management approval includes: signature/initials, date of approval, time of approval, and an explanation...
The Live Chat Link - 12/01/2015
... Categories including; Applications, Center of Learning, Certified Pre-Owned, Forms, Pre-Sales and Service. Currently within the Service Category: When are daily Global Warranty Transaction Summary Reports available? How does a dealer search the...
New PQC Web Forms - 12/01/2015
Service agents that are currently required to contact the PQC prior to repair have the ability to use the PQC@gm.com email address to send the completed web forms. The forms are in GlobalConnect under Service Forms. The PQC will advise within 2 hours ...
Everyday Value and the $5 Reimbursement - 11/17/2011
... if they do so, they will not be able to re-enroll until the 2013 program is available.One of the services in this program is the Everyday Value oil change, tire rotation and 27-point inspection, sold for $39.95 or less. Research has shown that the number...
Valid GMIN Requirement - Now in Effect - 07/02/2010
On July 8, 2010, GM began editing transactions based on the validity of the service advisor's GMIN. Transactions submitted with a GMIN not found in GM Training will be rejected. The GMIN entered for the Global transaction must be the...
Coupons & Certificates - 11/18/2010
Getting paid for special programs - The use of coupons and certificates of every kind has become common in every service department across the country. Keep the details straight on these changing offers. Below are a few tips that may help your dealership...
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...
Safety Recall 10243A - 09/16/2010
Second Row Safety Belt Interference - Revised Service Procedure: Bulletin has been updated to include a revision to the service procedure. Certain 2009-2010 Buick Enclave, Chevrolet Traverse, and GMC Acadia vehicles may have a condition in which the second...
Pre-Delivery Inspection - 08/10/2010
... dealer/BAC code, stock number, repair order number, the date, and the signatures of both the service manager and the technician. The form must be attached to the job card and filed in the vehicle history file. A sales delivery form is included with...
Warranty Performance Analysis - 08/10/2010
... 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 the items discussed...
Safety Recall 09199A - 08/10/2010
Loss of Power Brake Assist in Extreme Cold Weather - Revised Service Procedure: The service procedure for recall 09199 has been revised to include a statement to ensure the air intake connector is properly aligned with the throttle body to prevent a whistling...
Dexos Website - 04/12/2011
... The website gives an overview of Dexos and Dexos2 and their, uses, features, and specifications. Service and parts departments may find the information published on the site to be useful in both service and after sales situations. The website: www.gmdexos.com....
Cadillac Maintenance Labour Operation Z2262 - 04/12/2011
With summer just around the corner, the number of service programs and coupons that dealers handle will accelerate. Keeping up to date on how these claims are submitted can seem daunting but is extremely important for every service department's bottom...
Subsequent Recall Part Failures - 03/10/2011
If a part previously installed for a product field action fails, the service agent must determine if warranty coverage applies and submit either a new vehicle warranty transaction or parts replacement warranty transaction after the repair has been completed....
The Rookie's Corner - 10/14/2011
... primary tools that the warranty rookie should use to ensure that a claim is properly administered.Service Information - Service Information, or "SI", is GM's portal for all things repair related. Use SI to locate labour operations, labour time, and bulletins....
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....
You're Being Watched! - 06/08/2011
... to send a repeat repair rejected transaction back to GM for reimbursement can only be made by service management. The previous transaction must be thoroughly researched to determine if that repair corrected the customer's concern at the time. If it becomes...
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...
2016 Scheduled Maintenance Reminder - 09/02/2015
... Programs remain in effect for most 2016 Chevrolet, Buick and GMC vehicles, the number of service events has been reduced to a maximum of two within the term. Previous model year vehicles (2014, 2015) received a maximum of four service events. ...
Brake Lathe Calibration - 04/28/2015
... was updated in late March. The bulletin was significantly revised to remove outdated policies and service procedures. As a reminder, calibration of the brake lathe should be performed and recorded monthly, or whenever post-service brake rotor LRO measurements...
April 2015 Recall Update - 03/26/2015
... transmission and the following vehicles equipped with a 4-speed automatic transmission and serviced with a suspect replacement shift cable - 2005-2007 Saturn Aura, and 2005-2008 Pontiac G6.Special Coverage Adjustment 14264A: Evaporative Emission Canister...
Consultant Dashboard and IVH - 03/26/2015
... history, checking for recalls, verifying warranty coverage, and other important items, is that service advisors use the Consultant Dashboard link to access this information. In addition to reviewing the information mentioned above, the multipoint vehicle...
Option C - 11/25/2014
... of the current year. The current CPI adjustment rate is at 1.53%, however, GM will provide a guaranteed 2.5% increase for 2015. ...
SKF Seal Safety Recall - 11/25/2014
... 1999-2010 model years. While the recalled seals were never used by GM in production or in service, they may have been installed on vehicles that were serviced by independent repair facilities or from aftermarket sources. Refer to Global Message G_00...
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...
January 2015 Recall Update - 12/19/2014
... registered in Alaska. The bulletin also contains an update to the Condition statement and to the Service Procedure.Safety Recall 13146: Low Beam Headlamps Inoperative: Approximately 103,000 Chevrolet Corvette vehicles may have a condition that causes...
Paint Warranty Claims - 01/28/2014
... depending on how much of the panel required blending. The added warranty repair line requires service management approval, including the date and time approved and an explanation as to why the repair was necessary. The added line may also require approval...
Cadillac Free Vehicle Detail - 07/01/2014
... dealer. The letter instructs owners to contact their participating dealer to schedule the free service. A labour operation will be established to reimburse Cadillac dealers $250.00 for providing the service. Additional details will be issued. Dealers...
Bulletin 12-07-30-001 - 06/06/2014
Bulletin 12-07-30-001 Info for Service Agents Not Required to Contact the PQC for Engine, Transmission and/or Transfer Case Replacement Authorization: Service agents are required to retain the completed Cost Comparison Worksheet for Assembly Repair vs....
June 2012 Recall Update - 06/06/2012
... Hose Fitting Corrosion-Replace Front Brake Hoses: The recall bulletin has been updated to remind service agents to refer to the GM Service Policies and Procedures Manual, section 6.1.2 for guidelines on handling vehicles that are not involved in the...
Brake Rotor Measurements - 02/07/2012
GM requires documentation of the pre and post cut thickness measurements of brake rotors. Every serviced rotor, refinished or new, must leave the dealership with thickness above the minimum allowed specification. Every rotor must also be below the maximum...
Revised - $5 Dexos Credit - 01/19/2012
... 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 Maintenance and those services...
Experience Buick - 10/08/2012
The new Experience Buick Lease includes two years of all-inclusive premium services that includes vehicle maintenance, OnStar, and SiriusXM Satellite Radio. The vehicle maintenance service includes a SmartCare plan that covers scheduled maintenance for...
Parts Sold Over-The-Counter - 07/02/2012
... case. So how do you really know if it's defective?Well, for the most part you don't. That is why service management must be involved in the transaction. Service managers must approve both dealership installed and over-the-counter part warranties and...
Oil Consumption - 01/24/2013
... a repair procedure for concerns with engine oil consumption with higher mileage vehicles and a service engine soon light and/or rough running engine. While some consumption is considered normal, if the vehicle is using more than one quart of oil per...
The Way it Used to Be - 12/18/2012
... for that purpose. The reimbursement represents the difference between the part cost and what the service agent paid for the part, or the freight charges for having the part express shipped. For both situations, reimbursement cannot exceed $100. Vehicles...
Cruise Control - 09/04/2013
... Programming the BCM is not separately reimbursable as a warranty claim. A note contained with Service Procedure step 11 states: the installation of this accessory cruise control kit requires BCM and IPC programming and configuring. This is done with...
Cruise Control - 09/04/2013
... Programming the BCM is not separately reimbursable as a warranty claim. A note contained with Service Procedure step 11 states: the installation of this accessory cruise control kit requires BCM and IPC programming and configuring. This is done with...
Tri-Fold Tonneau Cover - 11/18/2013
... tonneau cover replacement is used to perform a repair on 2014 Silverado and Sierra LD vehicles. Service components are available for tonneau cover repairs. These components make the most cost effective repairs in these cases. Global Message G_0000178220...
PQC Contact Requirements - 02/26/2013
Effective with claims submitted after February 4, 2013, many service agents will not be required to contact the PQC to repair or replace an engine, transmission and/or transfer case. There are a few exceptions to this policy. All service agents must still...
February 2013 Recall Update - 02/26/2013
... Also involved are certain 2005-2008 Pontiac G6 vehicles equipped with a 4-speed transmission and serviced with a suspect replacement shift cable. The service procedure has been revised to include an inspection to determine if the clam shell has been...
A Goodwill Tool - 02/26/2013
GM Dealer Aftersales Empowerment is the latest title for the program that was developed to provide service 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...
Recall Completion - 07/28/2016
Every vehicle that enters your dealership's service department for a service repair must be checked for open field actions. This is easily accomplished by performing an IVH in Consultant Dashboard. A recall is one of several field action types that General...
August 2016 Recall Update - 07/28/2016
... 15822B: Seatbelt Lap Anchor Tensioner Cable: The recall has been updated to include a revised service procedure, part information, and warranty transaction information sections. A customer letter has also been added. The recall affects certain 2014-2015...
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...
GM Employee Discount Program Extended - 02/17/2017
The Certified Service GM Employee Discount Program has been extended for the 2017 calendar 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...
Policy Repair Guidelines - 01/23/2017
Last year the parameters for service management empowerment regarding policy repairs changed to 6 years/150,000 miles, whichever occurs first. Policy repairs greater than this age or mileage require DMA pre-approval using the Dealer Empowerment Portal...
... of the current year. The current CPI adjustment rate is at 1.53%, however, GM will provide a guaranteed 2.5% increase for 2015. ...
SKF Seal Safety Recall - 11/25/2014
... 1999-2010 model years. While the recalled seals were never used by GM in production or in service, they may have been installed on vehicles that were serviced by independent repair facilities or from aftermarket sources. Refer to Global Message G_00...
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...
January 2015 Recall Update - 12/19/2014
... registered in Alaska. The bulletin also contains an update to the Condition statement and to the Service Procedure.Safety Recall 13146: Low Beam Headlamps Inoperative: Approximately 103,000 Chevrolet Corvette vehicles may have a condition that causes...
Paint Warranty Claims - 01/28/2014
... depending on how much of the panel required blending. The added warranty repair line requires service management approval, including the date and time approved and an explanation as to why the repair was necessary. The added line may also require approval...
Cadillac Free Vehicle Detail - 07/01/2014
... dealer. The letter instructs owners to contact their participating dealer to schedule the free service. A labour operation will be established to reimburse Cadillac dealers $250.00 for providing the service. Additional details will be issued. Dealers...
Bulletin 12-07-30-001 - 06/06/2014
Bulletin 12-07-30-001 Info for Service Agents Not Required to Contact the PQC for Engine, Transmission and/or Transfer Case Replacement Authorization: Service agents are required to retain the completed Cost Comparison Worksheet for Assembly Repair vs....
June 2012 Recall Update - 06/06/2012
... Hose Fitting Corrosion-Replace Front Brake Hoses: The recall bulletin has been updated to remind service agents to refer to the GM Service Policies and Procedures Manual, section 6.1.2 for guidelines on handling vehicles that are not involved in the...
Brake Rotor Measurements - 02/07/2012
GM requires documentation of the pre and post cut thickness measurements of brake rotors. Every serviced rotor, refinished or new, must leave the dealership with thickness above the minimum allowed specification. Every rotor must also be below the maximum...
Revised - $5 Dexos Credit - 01/19/2012
... 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 Maintenance and those services...
Experience Buick - 10/08/2012
The new Experience Buick Lease includes two years of all-inclusive premium services that includes vehicle maintenance, OnStar, and SiriusXM Satellite Radio. The vehicle maintenance service includes a SmartCare plan that covers scheduled maintenance for...
Parts Sold Over-The-Counter - 07/02/2012
... case. So how do you really know if it's defective?Well, for the most part you don't. That is why service management must be involved in the transaction. Service managers must approve both dealership installed and over-the-counter part warranties and...
Oil Consumption - 01/24/2013
... a repair procedure for concerns with engine oil consumption with higher mileage vehicles and a service engine soon light and/or rough running engine. While some consumption is considered normal, if the vehicle is using more than one quart of oil per...
The Way it Used to Be - 12/18/2012
... for that purpose. The reimbursement represents the difference between the part cost and what the service agent paid for the part, or the freight charges for having the part express shipped. For both situations, reimbursement cannot exceed $100. Vehicles...
Cruise Control - 09/04/2013
... Programming the BCM is not separately reimbursable as a warranty claim. A note contained with Service Procedure step 11 states: the installation of this accessory cruise control kit requires BCM and IPC programming and configuring. This is done with...
Cruise Control - 09/04/2013
... Programming the BCM is not separately reimbursable as a warranty claim. A note contained with Service Procedure step 11 states: the installation of this accessory cruise control kit requires BCM and IPC programming and configuring. This is done with...
Tri-Fold Tonneau Cover - 11/18/2013
... tonneau cover replacement is used to perform a repair on 2014 Silverado and Sierra LD vehicles. Service components are available for tonneau cover repairs. These components make the most cost effective repairs in these cases. Global Message G_0000178220...
PQC Contact Requirements - 02/26/2013
Effective with claims submitted after February 4, 2013, many service agents will not be required to contact the PQC to repair or replace an engine, transmission and/or transfer case. There are a few exceptions to this policy. All service agents must still...
February 2013 Recall Update - 02/26/2013
... Also involved are certain 2005-2008 Pontiac G6 vehicles equipped with a 4-speed transmission and serviced with a suspect replacement shift cable. The service procedure has been revised to include an inspection to determine if the clam shell has been...
A Goodwill Tool - 02/26/2013
GM Dealer Aftersales Empowerment is the latest title for the program that was developed to provide service 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...
Recall Completion - 07/28/2016
Every vehicle that enters your dealership's service department for a service repair must be checked for open field actions. This is easily accomplished by performing an IVH in Consultant Dashboard. A recall is one of several field action types that General...
August 2016 Recall Update - 07/28/2016
... 15822B: Seatbelt Lap Anchor Tensioner Cable: The recall has been updated to include a revised service procedure, part information, and warranty transaction information sections. A customer letter has also been added. The recall affects certain 2014-2015...
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...
GM Employee Discount Program Extended - 02/17/2017
The Certified Service GM Employee Discount Program has been extended for the 2017 calendar 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...
Policy Repair Guidelines - 01/23/2017
Last year the parameters for service management empowerment regarding policy repairs changed to 6 years/150,000 miles, whichever occurs first. Policy repairs greater than this age or mileage require DMA pre-approval using the Dealer Empowerment Portal...
SAASR Page Two - Trend - 07/25/2017
... Labor PVS, OLH PVS, Supplemental PVS, Parts CPVS, Net Item CPVS, and Cases PVS (PVS=per vehicle serviced, CPVS=cost per vehicle serviced). The report displays statistics as either the CPVS, PVS, or as an O/U% (over/under). For example: a dealership’s...
Complimentary Scheduled Maintenance - 09/27/2017
... Complimentary Scheduled Maintenance Programs. Keep the following in mind when performing these services: The oil life percentage must be recorded on the job card at the time of each service. A completed copy of the MPVI form must be attached to the...
Policy Changes - 07/25/2017
... changes should go a long way in easing the administrative burden that has been taking a toll on service management and technicians for several months. Other Labor Hours: The first policy change affects Other Labor Hour authorization. Service management...
December 2017 Recall Update - 11/21/2017
Safety Recall 15240D: Power Lift Gate Prop Rod Recovery: The recall has been updated to provide a revision to the service procedure and warranty information sections. Technicians are required to document the SPS Warranty Claim Code on the job card. The...
Authorization to Perform Repairs - 04/23/2018
... to Repair” with the customer signature line. If the customer is not available to sign, service management must sign the job card. Additionally, service management must document the date and time they signed with an explanation as to why the customer...
Bulletin 18-NA-146 - 05/22/2018
... and repair overlap should be taken into consideration with time reduced accordingly. Additionally, service management approval requirements for authorization code E on the job card do not apply and the technician does not have to have a separate time...
Coolant and Recall 18138 - 06/25/2018
The price for Dex-Cool engine coolant has increased. When performing Service Update 18138 for a low coolant condition in 2017-2018 Chevrolet Silverado HD and GMC Sierra HD vehicles equipped with a 6.6L diesel engine, confirm that the accurate price is...
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...
Odometer - 12/21/2017
The number of miles or kilometers on the vehicle when it enters the service area for service must be recorded on the job card. This reading is used to determine if the vehicle is within the warranty mileage period.
Recall Completion - 02/20/2018
... inventory to ensure completion of open field actions, including Recalls (Safety, Noncompliance, Service Parts, and Emissions), Service Update Bulletin, Special Coverage, and Customer Satisfaction prior to vehicle delivery. The process should include...
Odometer Less Than Previously Reported - 02/20/2018
Service Agent Self-Authorization Code M is necessary on a transaction when the actual odometer reading on a vehicle is less than the previously submitted and paid transaction. Authorization must be applied by service management prior to transaction submission ...
Transportation Damage Notes - 03/26/2018
All vehicles designated for delivery to the Service Agent’s facility, regardless of vehicle condition, must be accepted. Any questions or concerns must be directed to the DBC only. It is highly recommended that digital photographs of damaged areas...
Starting Out as a New Warranty Administrator - 09/22/2020
... opportunities, from the best way to perform an extensive repair, to working with the rest of the service team, or simply the best way to tackle a typical workday. For many, there wasn’t any type of mentorship when taking on the role as warranty...
ELW and EFM - 10/27/2020
... of 72 months/70,000 miles. The Extended Factory Maintenance provides 2 years/4 maintenance services for 2019 and newer Chevrolet, Buick, and GMC vehicles, or 2 years/5 maintenance services for 2017-18 model year Chevrolet, Buick, and GMC vehicles.&n...
Add On Repair Approval Process Requirements - 12/29/2020
... amount of coolant they found on their driveway; it’s still an add on repair that requires service management approval. Service management approval includes their signature/initials, date, time, and an explanation that is perfectly clear as...
Corvette Maintenance - 08/25/2020
The new 2020 Corvette, equipped with the next-generation 6.2L small block V8 LT2 engine, only requires one service event. The new engine-mounted dry sump oil system has eliminated the requirement of changing the oil and filter at 500 miles. The maintenance...
STS Empowerment Thresholds - 07/30/2020
The Service Technical College has increased remote training opportunities in an effort to help the dealer continue to build technician skills during these unusual times. With the 2020 Service Training Standards (STS), dealers are able to achieve 90% of...
Owner Manual & NVLW - 06/23/2020
To view the Owner Manual and New Vehicle Limited Warranty by vehicle make/model/year in Service Information click the Limited Warranty and Owner Assistance Information link under the Owner Manual publication. Select the Warranty Information link from...
End of Year - 10/23/2019
... vehicles are debuting and dealers are planning the end of financial year data. To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule should be current (all transactions over 30 days should be...
Customer Signatures - 12/02/2019
... note or email provided by the customer prior to the initial job card write up documenting the service requests. The documentation must be attached to the job card. Signed pre-write up worksheet, as long it contains all following required information: --...
Disclosure for Non-GM Parts & Accessories - 04/29/2020
... use of non-GM parts or accessories to a customer is a material breach of the GM Dealer Sales and Service Agreement. Additionally, dealers will NOT be reimbursed or compensated by GM in the event of any legal inquiry at either the local, state,...
Looking Up Labor Operations - 02/27/2020
... warranty administrator. Fast forward to 2020, labor operations are applied by technicians, service advisors, service managers, and warranty administrators. It was a long-time policy that technicians were not to be given access to the LTG, but that policy...
Canadian Vehicles - 11/29/2018
Service agents may perform warranty repairs and covered maintenance on non-touring GM vehicles that originated in Canada after certain requirements have been met. The odometer reading must be converted from km to mi and IVH must be updated to convert ...
CSMT App - 02/21/2019
... to create and submit their request for pre-authorization. The app may be used by any member of the service department team. Although recommended, it is not required by GM for the service manager to be involved in the request. The app may be downloaded...
Certified Elite - 01/21/2019
Global Message GCUS-9-7032 announced that the Certified Elite Service Dealer Program will be discontinued after the 2019 calendar year. The 2019 Certified Elite Service Dealers were announced in January 2019.
... Labor PVS, OLH PVS, Supplemental PVS, Parts CPVS, Net Item CPVS, and Cases PVS (PVS=per vehicle serviced, CPVS=cost per vehicle serviced). The report displays statistics as either the CPVS, PVS, or as an O/U% (over/under). For example: a dealership’s...
Complimentary Scheduled Maintenance - 09/27/2017
... Complimentary Scheduled Maintenance Programs. Keep the following in mind when performing these services: The oil life percentage must be recorded on the job card at the time of each service. A completed copy of the MPVI form must be attached to the...
Policy Changes - 07/25/2017
... changes should go a long way in easing the administrative burden that has been taking a toll on service management and technicians for several months. Other Labor Hours: The first policy change affects Other Labor Hour authorization. Service management...
December 2017 Recall Update - 11/21/2017
Safety Recall 15240D: Power Lift Gate Prop Rod Recovery: The recall has been updated to provide a revision to the service procedure and warranty information sections. Technicians are required to document the SPS Warranty Claim Code on the job card. The...
Authorization to Perform Repairs - 04/23/2018
... to Repair” with the customer signature line. If the customer is not available to sign, service management must sign the job card. Additionally, service management must document the date and time they signed with an explanation as to why the customer...
Bulletin 18-NA-146 - 05/22/2018
... and repair overlap should be taken into consideration with time reduced accordingly. Additionally, service management approval requirements for authorization code E on the job card do not apply and the technician does not have to have a separate time...
Coolant and Recall 18138 - 06/25/2018
The price for Dex-Cool engine coolant has increased. When performing Service Update 18138 for a low coolant condition in 2017-2018 Chevrolet Silverado HD and GMC Sierra HD vehicles equipped with a 6.6L diesel engine, confirm that the accurate price is...
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...
Odometer - 12/21/2017
The number of miles or kilometers on the vehicle when it enters the service area for service must be recorded on the job card. This reading is used to determine if the vehicle is within the warranty mileage period.
Recall Completion - 02/20/2018
... inventory to ensure completion of open field actions, including Recalls (Safety, Noncompliance, Service Parts, and Emissions), Service Update Bulletin, Special Coverage, and Customer Satisfaction prior to vehicle delivery. The process should include...
Odometer Less Than Previously Reported - 02/20/2018
Service Agent Self-Authorization Code M is necessary on a transaction when the actual odometer reading on a vehicle is less than the previously submitted and paid transaction. Authorization must be applied by service management prior to transaction submission ...
Transportation Damage Notes - 03/26/2018
All vehicles designated for delivery to the Service Agent’s facility, regardless of vehicle condition, must be accepted. Any questions or concerns must be directed to the DBC only. It is highly recommended that digital photographs of damaged areas...
Starting Out as a New Warranty Administrator - 09/22/2020
... opportunities, from the best way to perform an extensive repair, to working with the rest of the service team, or simply the best way to tackle a typical workday. For many, there wasn’t any type of mentorship when taking on the role as warranty...
ELW and EFM - 10/27/2020
... of 72 months/70,000 miles. The Extended Factory Maintenance provides 2 years/4 maintenance services for 2019 and newer Chevrolet, Buick, and GMC vehicles, or 2 years/5 maintenance services for 2017-18 model year Chevrolet, Buick, and GMC vehicles.&n...
Add On Repair Approval Process Requirements - 12/29/2020
... amount of coolant they found on their driveway; it’s still an add on repair that requires service management approval. Service management approval includes their signature/initials, date, time, and an explanation that is perfectly clear as...
Corvette Maintenance - 08/25/2020
The new 2020 Corvette, equipped with the next-generation 6.2L small block V8 LT2 engine, only requires one service event. The new engine-mounted dry sump oil system has eliminated the requirement of changing the oil and filter at 500 miles. The maintenance...
STS Empowerment Thresholds - 07/30/2020
The Service Technical College has increased remote training opportunities in an effort to help the dealer continue to build technician skills during these unusual times. With the 2020 Service Training Standards (STS), dealers are able to achieve 90% of...
Owner Manual & NVLW - 06/23/2020
To view the Owner Manual and New Vehicle Limited Warranty by vehicle make/model/year in Service Information click the Limited Warranty and Owner Assistance Information link under the Owner Manual publication. Select the Warranty Information link from...
End of Year - 10/23/2019
... vehicles are debuting and dealers are planning the end of financial year data. To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule should be current (all transactions over 30 days should be...
Customer Signatures - 12/02/2019
... note or email provided by the customer prior to the initial job card write up documenting the service requests. The documentation must be attached to the job card. Signed pre-write up worksheet, as long it contains all following required information: --...
Disclosure for Non-GM Parts & Accessories - 04/29/2020
... use of non-GM parts or accessories to a customer is a material breach of the GM Dealer Sales and Service Agreement. Additionally, dealers will NOT be reimbursed or compensated by GM in the event of any legal inquiry at either the local, state,...
Looking Up Labor Operations - 02/27/2020
... warranty administrator. Fast forward to 2020, labor operations are applied by technicians, service advisors, service managers, and warranty administrators. It was a long-time policy that technicians were not to be given access to the LTG, but that policy...
Canadian Vehicles - 11/29/2018
Service agents may perform warranty repairs and covered maintenance on non-touring GM vehicles that originated in Canada after certain requirements have been met. The odometer reading must be converted from km to mi and IVH must be updated to convert ...
CSMT App - 02/21/2019
... to create and submit their request for pre-authorization. The app may be used by any member of the service department team. Although recommended, it is not required by GM for the service manager to be involved in the request. The app may be downloaded...
Certified Elite - 01/21/2019
Global Message GCUS-9-7032 announced that the Certified Elite Service Dealer Program will be discontinued after the 2019 calendar year. The 2019 Certified Elite Service Dealers were announced in January 2019.
Paint Repairs - 09/25/2018
... as OLH and requires a separate time recording by the body shop technician as well as appropriate service management approval. There are times when it is necessary to blend paint onto the adjacent panel or panels to achieve an acceptable color...
Straight Time Authorization - 10/23/2018
Straight time labor operations require service management authorization prior to the first transaction submission. Because service management is responsible for the reasonableness of straight time requested, job card authorization would take place once...
Fastener Specs - 10/24/2018
Fastener specifications can be easily and quickly accessed after selecting the service manual feature in Service Information. The document provides the various Single Use Non-Threaded Fasteners, Single Use Threaded Fasteners, and Reusable Threaded Fasteners....
End of Year Claims Clean-Up - 10/24/2018
... vehicles are debuting and dealers are planning the end of financial year data. To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule should be current (all transactions over 30 days should be...
Why Technicians Leave - 03/27/2019
... for advancement, and desire for a more predictable workweek are some of the factors that service technicians state when deciding to leave the service department for jobs in other industries....
LTG - 06/26/2019
On June 1, several service procedures and labor times were modified as a result of revised service procedures. GM continues to analyze repairs to ensure the best quality and to maximize stall efficiency while providing an effective, efficient, and sa...
One Dealer's Audit - 09/24/2019
... 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. The customer must be contacted prior to work being performed for their permission to continue with the repair(s)....
Towing - 07/25/2023
... part that is sold over the counter. It is also not included under the GM Certified Service Limited Lifetime Parts Warranty program after 24 months when only the part is covered. Any tow invoice over $130 must be GM authorized (H-route). All US...
CAM-03 Form - 08/29/2023
... you will need to fill out the Field Action Status Change Form CAM-03 found in GlobalConnect in the Service Forms application. This form should only be filled out and sent if the customer states they absolutely do not want the recall performed, not if...
BIN - 09/26/2023
... Parts Warranty Information, provides an important note associated with job card documentation and service high voltage battery replacements. The replacement high voltage battery identification number (BIN) must be captured by the technician and recorded...
Job Card Systems - 09/25/2023
Job cards, also referred to as repair orders, are categorized in the Service Policies and Procedures Manual as three acceptable systems. Electronic job card systems electronically record, store, and internally route all required information without...
End of Year - 10/25/2023
... vehicles are debuting and dealers are planning the end of financial year data. To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule should be current (all transactions over 30 days should be...
Sublet Invoice - 05/23/2023
... the VIN, date of repair, and a description of repairs performed. For both sublet towing and Service Agent provided towing, sublet invoices and Service Agent records must show the reason for the tow, the vehicle license plate number, and/or VIN, and the...
Reject of the Month - May 2023 - 04/25/2023
... Wi-Fi to send the data collected during the scan to the cloud, which is then displayed on the service advisor’s PC in Service Workbench and in the SAVI dashboard. All vehicles that enter the service lane, and result in a warranty claim submission,...
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.
Vehicle Has Left the Premise - 04/25/2023
... and/or the vehicle leaves the premise, the job card must be closed and processed through the Service Agent Facility internal accounting procedures. Reference Service P&P Article 6.2.1...
BrightDrop - 03/23/2024
Effective March 1, 2024, BrightDrop Service and Parts Policies and Procedures documents have been integrated into both the Service P&P and Parts P&P documents. Language has been added clarifying that cross-line warranty repairs are only allowed...
Forum - 10/10/2023
... achieved a SAVI scan utilization above 98%. Reference Number: 202310060001 Attention GM Dealership Service Manager and Warranty Administrator As announced in August, dealers with SAVI scan utilization above 98% can earn Dealer Empowerment to self-authorize...
Forum - 05/25/2022
Here we put it all at cost and the diff is split between parts and service. We found that if the tech had a vehicle come in to have one replaced under warranty, and not talking about the first service, then it would pay 2.3. So we pay a total of...
Reject of the Month - January 2023 - 01/04/2023
Restricted Labor Operation - A dealership performed Service Update N222369401 Advanced Diagnostic Software (ADS) Improvements on a stock 2023 Chevrolet Bolt EUV. The technician noted that it was necessary to reprogram the Hybrid Powertrain Control Module...
Buick Buy Out - 01/24/2023
... want to invest in adding electric vehicle chargers and other tools necessary to sell and service electric vehicles as the brand transitions to all-electric by 2030. Acceptance of the buy out offer is voluntary, but all Buick dealers that remain must...
Engineering Information Bulletins - 01/24/2023
Engineering Information bulletins can be seen almost daily after logging into the Service Department in GlobalConnect. These bulletins, that will start with PIE, come from GM Engineering. They are looking for information to determine the root cause of...
Minimizing Rejected Transactions - 03/23/2023
... to be GM authorized. Transactions that need to be GM authorized will require a copy of the service manager’s written approval and a copy showing the technician’s clock time. The specific clock time for OLH must be marked. In addition to a...
End of Year - 10/28/2022
... vehicles are debuting and dealers are planning the end of financial year data. To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule should be current (all transactions over 30 days should be...
Updates and Reminders - 09/26/2022
... circumstances to reimburse the customer for a vehicle payment for their GM vehicle experiencing service issues. The transaction submission must include a detailed explanation, the exact dollar value of the monthly payment (including the method used to...
... as OLH and requires a separate time recording by the body shop technician as well as appropriate service management approval. There are times when it is necessary to blend paint onto the adjacent panel or panels to achieve an acceptable color...
Straight Time Authorization - 10/23/2018
Straight time labor operations require service management authorization prior to the first transaction submission. Because service management is responsible for the reasonableness of straight time requested, job card authorization would take place once...
Fastener Specs - 10/24/2018
Fastener specifications can be easily and quickly accessed after selecting the service manual feature in Service Information. The document provides the various Single Use Non-Threaded Fasteners, Single Use Threaded Fasteners, and Reusable Threaded Fasteners....
End of Year Claims Clean-Up - 10/24/2018
... vehicles are debuting and dealers are planning the end of financial year data. To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule should be current (all transactions over 30 days should be...
Why Technicians Leave - 03/27/2019
... for advancement, and desire for a more predictable workweek are some of the factors that service technicians state when deciding to leave the service department for jobs in other industries....
LTG - 06/26/2019
On June 1, several service procedures and labor times were modified as a result of revised service procedures. GM continues to analyze repairs to ensure the best quality and to maximize stall efficiency while providing an effective, efficient, and sa...
One Dealer's Audit - 09/24/2019
... 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. The customer must be contacted prior to work being performed for their permission to continue with the repair(s)....
Towing - 07/25/2023
... part that is sold over the counter. It is also not included under the GM Certified Service Limited Lifetime Parts Warranty program after 24 months when only the part is covered. Any tow invoice over $130 must be GM authorized (H-route). All US...
CAM-03 Form - 08/29/2023
... you will need to fill out the Field Action Status Change Form CAM-03 found in GlobalConnect in the Service Forms application. This form should only be filled out and sent if the customer states they absolutely do not want the recall performed, not if...
BIN - 09/26/2023
... Parts Warranty Information, provides an important note associated with job card documentation and service high voltage battery replacements. The replacement high voltage battery identification number (BIN) must be captured by the technician and recorded...
Job Card Systems - 09/25/2023
Job cards, also referred to as repair orders, are categorized in the Service Policies and Procedures Manual as three acceptable systems. Electronic job card systems electronically record, store, and internally route all required information without...
End of Year - 10/25/2023
... vehicles are debuting and dealers are planning the end of financial year data. To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule should be current (all transactions over 30 days should be...
Sublet Invoice - 05/23/2023
... the VIN, date of repair, and a description of repairs performed. For both sublet towing and Service Agent provided towing, sublet invoices and Service Agent records must show the reason for the tow, the vehicle license plate number, and/or VIN, and the...
Reject of the Month - May 2023 - 04/25/2023
... Wi-Fi to send the data collected during the scan to the cloud, which is then displayed on the service advisor’s PC in Service Workbench and in the SAVI dashboard. All vehicles that enter the service lane, and result in a warranty claim submission,...
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.
Vehicle Has Left the Premise - 04/25/2023
... and/or the vehicle leaves the premise, the job card must be closed and processed through the Service Agent Facility internal accounting procedures. Reference Service P&P Article 6.2.1...
BrightDrop - 03/23/2024
Effective March 1, 2024, BrightDrop Service and Parts Policies and Procedures documents have been integrated into both the Service P&P and Parts P&P documents. Language has been added clarifying that cross-line warranty repairs are only allowed...
Forum - 10/10/2023
... achieved a SAVI scan utilization above 98%. Reference Number: 202310060001 Attention GM Dealership Service Manager and Warranty Administrator As announced in August, dealers with SAVI scan utilization above 98% can earn Dealer Empowerment to self-authorize...
Forum - 05/25/2022
Here we put it all at cost and the diff is split between parts and service. We found that if the tech had a vehicle come in to have one replaced under warranty, and not talking about the first service, then it would pay 2.3. So we pay a total of...
Reject of the Month - January 2023 - 01/04/2023
Restricted Labor Operation - A dealership performed Service Update N222369401 Advanced Diagnostic Software (ADS) Improvements on a stock 2023 Chevrolet Bolt EUV. The technician noted that it was necessary to reprogram the Hybrid Powertrain Control Module...
Buick Buy Out - 01/24/2023
... want to invest in adding electric vehicle chargers and other tools necessary to sell and service electric vehicles as the brand transitions to all-electric by 2030. Acceptance of the buy out offer is voluntary, but all Buick dealers that remain must...
Engineering Information Bulletins - 01/24/2023
Engineering Information bulletins can be seen almost daily after logging into the Service Department in GlobalConnect. These bulletins, that will start with PIE, come from GM Engineering. They are looking for information to determine the root cause of...
Minimizing Rejected Transactions - 03/23/2023
... to be GM authorized. Transactions that need to be GM authorized will require a copy of the service manager’s written approval and a copy showing the technician’s clock time. The specific clock time for OLH must be marked. In addition to a...
End of Year - 10/28/2022
... vehicles are debuting and dealers are planning the end of financial year data. To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule should be current (all transactions over 30 days should be...
Updates and Reminders - 09/26/2022
... circumstances to reimburse the customer for a vehicle payment for their GM vehicle experiencing service issues. The transaction submission must include a detailed explanation, the exact dollar value of the monthly payment (including the method used to...
2023 Cadillac Lyriq - 09/26/2022
... benefits. Cadillac covers the first maintenance visit within the first 18 months of ownership (the service can only be performed at Cadillac dealerships). The service consists of a Multi-Point Vehicle Inspection and 4-Tire Rotation....
SAVI - 09/26/2022
The Service Advisor Vehicle Interface Tool is a service lane productivity and vehicle data documentation system that is designed to work with specific dongles plugged into the vehicle’s OBD II port during the write up process. SAVI wirelessly captures...
Virtual Warranty Seminars - 10/27/2022
... Documentation, and Processing Warranty Transactions are designed for warranty administrators and service managers that are new to their role or new to GM. The sessions also provide a refresher on warranty fundamentals. The Service Agent Self Review session...
New Unit - 10/28/2022
GM recently announced a new business unit 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...
Field Action Parts - 08/22/2022
Policy update with the release of the July 2022 version of the Service Policies and Procedures Manual: Article 7.2 Disposition of Defective Material: Service agents may scrap field action parts upon receipt of claim payment unless a return request is...
Job Card Reprints - 08/22/2022
... In the case of lost or damaged original job card, the reprint must be signed and authorized by the service manager. Service P&P Article 6.2.1....
Warranty VCT's - 07/27/2022
... and best practices to improve business results. The training seminars are suitable for those service managers and warranty administrators that have fewer than 2 years in their role, as well as those that are newer to GM, or are looking for a refresher....
Parts and Accessories Warranty - 03/28/2022
... and Procedures Manual. All new or remanufactured GM Parts and Accessories installed by the Service Agent under the New Vehicle Limited Warranty, Emissions Warranty, or Chevrolet, Buick, GMC and Cadillac optional Extended Limited Warranty or 100%...
STS - 01/27/2021
The required number of technicians per service area has been updated for 2021. The following service areas now require two technicians to meet their STS requirement for the year: electrical/electronics, brakes, engine performance, and mechanical/electrical...
Standards of Empowerment - 01/27/2021
... GM adjusted processes and requirements to assist dealers meet STS goals. With the 2020 Service Training Standards all dealers were able to achieve 90% of the minimum requirements by completing in-dealership training. Dealers that fail to meet the...
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...
Recycled Refrigerant - 02/25/2021
... of units in the container. Recycled air conditioning refrigerant will be reimbursed at the GMCCA service agent price for the new refrigerant plus the appropriate parts handling allowance. Service P&P Article 5.13 ...
Dealer Information Technologies (DIT) - 06/29/2021
... May of this year. The most current version includes a software recommendation for the technician service bay and the addition of Microsoft Teams to the software section of the guide. MS Teams may be used to perform remote troubleshooting of vehicle repairs...
Refurbished and Remanufactured Parts - 05/26/2021
... Parts and Accessories Policies and Procedures Manual, Article 1.2: Before 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....
Employee Identification - 07/27/2021
When creating and submitting job cards it is a GM requirement that the dealership document the GMIN of both the service advisor who created the job card and the technician involved in the repairs/service performed. Invalid GMINs or GMINs entered for employee...
End of Year - 10/26/2021
... vehicles are debuting and dealers are planning the end of financial year data. To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule should be current (all transactions over 30 days should be...
Reducing Rejected Transactions - 02/23/2022
... require submission with GM Authorization. Transactions up to the amount/labor listed below may be service agent self-authorized. Authorization code A for policy – Up to $2,500 Authorization code E for OLH – Up to 0.5 Authorization...
Warranty Block - 01/04/2022
... voided warranties or other restrictions. If a warranty block appears in IVH, only the following services may be provided: Safety, Non-Compliance, and Emissions Recalls, Special Coverage Adjustment (while vehicles with branded titles are typically not...
NEW RECALL 18138 PARTIAL GALLON OF COOLANT - 05/01/2018
My service mgr is gathering up the trucks that have this recall, but the recall says one gallon of coolant will service 2 vehicles. it gives a part number, but the part number says it is for a gallon. Do we put the coolant in net item, or is there another...
Cost Comparison Worksheet - 08/08/2018
... worksheets were added to the Support Page under TAC-PQC, but the old form was still accessible via Service Forms. However, today I went to find it, but it was no longer under Service Forms. Even if we are not a PQC dealership, do we use the new forms...
Forum - 08/08/2018
... to use the worksheet through the support tab considering it looks a lot different from what was in Service Forms. Also, the P&P hasn't been updated and still says to look in Service Forms for the cost comparison worksheet, but it is completely missing...
Not Allowed to Submit Part Product Line... - 07/25/2018
We have a claim on a 2016 Chevrolet Silverado 4wd. Upon trying to submit, I was met with reject code 51: "Service Agent is not allowed to submit part product line 32." So I double checked in the Service Agent Profile on GWM and see that line 32 is for...
Forum - 10/25/2018
jmeredith1099: does your dealership participate in the CTP Program? Dealers that participate maintain a service loaner/rental fleet with Chevrolet, Buick, and GMC vehicles. The program enables the dealer to make the decision for a same day service loaner....
Cause Codes and Technicians - 10/01/2018
Hey,Is it against policy to have the technician document the cause code? I'm wanting to see if the Service Manager will ok giving the technicians the cause code sheet and have them give the correct code. I'm having to go to the Service Manager...
Concern Not Duplicated help card? - 01/24/2019
... Not Duplicated help card updated on 1/7/19. On the 2nd pg of the help card, it states that Service Management approval in needed. The recents updates, Service Management Authorizations that just came out on 1/15/19, state that approval...
... benefits. Cadillac covers the first maintenance visit within the first 18 months of ownership (the service can only be performed at Cadillac dealerships). The service consists of a Multi-Point Vehicle Inspection and 4-Tire Rotation....
SAVI - 09/26/2022
The Service Advisor Vehicle Interface Tool is a service lane productivity and vehicle data documentation system that is designed to work with specific dongles plugged into the vehicle’s OBD II port during the write up process. SAVI wirelessly captures...
Virtual Warranty Seminars - 10/27/2022
... Documentation, and Processing Warranty Transactions are designed for warranty administrators and service managers that are new to their role or new to GM. The sessions also provide a refresher on warranty fundamentals. The Service Agent Self Review session...
New Unit - 10/28/2022
GM recently announced a new business unit 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...
Field Action Parts - 08/22/2022
Policy update with the release of the July 2022 version of the Service Policies and Procedures Manual: Article 7.2 Disposition of Defective Material: Service agents may scrap field action parts upon receipt of claim payment unless a return request is...
Job Card Reprints - 08/22/2022
... In the case of lost or damaged original job card, the reprint must be signed and authorized by the service manager. Service P&P Article 6.2.1....
Warranty VCT's - 07/27/2022
... and best practices to improve business results. The training seminars are suitable for those service managers and warranty administrators that have fewer than 2 years in their role, as well as those that are newer to GM, or are looking for a refresher....
Parts and Accessories Warranty - 03/28/2022
... and Procedures Manual. All new or remanufactured GM Parts and Accessories installed by the Service Agent under the New Vehicle Limited Warranty, Emissions Warranty, or Chevrolet, Buick, GMC and Cadillac optional Extended Limited Warranty or 100%...
STS - 01/27/2021
The required number of technicians per service area has been updated for 2021. The following service areas now require two technicians to meet their STS requirement for the year: electrical/electronics, brakes, engine performance, and mechanical/electrical...
Standards of Empowerment - 01/27/2021
... GM adjusted processes and requirements to assist dealers meet STS goals. With the 2020 Service Training Standards all dealers were able to achieve 90% of the minimum requirements by completing in-dealership training. Dealers that fail to meet the...
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...
Recycled Refrigerant - 02/25/2021
... of units in the container. Recycled air conditioning refrigerant will be reimbursed at the GMCCA service agent price for the new refrigerant plus the appropriate parts handling allowance. Service P&P Article 5.13 ...
Dealer Information Technologies (DIT) - 06/29/2021
... May of this year. The most current version includes a software recommendation for the technician service bay and the addition of Microsoft Teams to the software section of the guide. MS Teams may be used to perform remote troubleshooting of vehicle repairs...
Refurbished and Remanufactured Parts - 05/26/2021
... Parts and Accessories Policies and Procedures Manual, Article 1.2: Before 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....
Employee Identification - 07/27/2021
When creating and submitting job cards it is a GM requirement that the dealership document the GMIN of both the service advisor who created the job card and the technician involved in the repairs/service performed. Invalid GMINs or GMINs entered for employee...
End of Year - 10/26/2021
... vehicles are debuting and dealers are planning the end of financial year data. To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule should be current (all transactions over 30 days should be...
Reducing Rejected Transactions - 02/23/2022
... require submission with GM Authorization. Transactions up to the amount/labor listed below may be service agent self-authorized. Authorization code A for policy – Up to $2,500 Authorization code E for OLH – Up to 0.5 Authorization...
Warranty Block - 01/04/2022
... voided warranties or other restrictions. If a warranty block appears in IVH, only the following services may be provided: Safety, Non-Compliance, and Emissions Recalls, Special Coverage Adjustment (while vehicles with branded titles are typically not...
NEW RECALL 18138 PARTIAL GALLON OF COOLANT - 05/01/2018
My service mgr is gathering up the trucks that have this recall, but the recall says one gallon of coolant will service 2 vehicles. it gives a part number, but the part number says it is for a gallon. Do we put the coolant in net item, or is there another...
Cost Comparison Worksheet - 08/08/2018
... worksheets were added to the Support Page under TAC-PQC, but the old form was still accessible via Service Forms. However, today I went to find it, but it was no longer under Service Forms. Even if we are not a PQC dealership, do we use the new forms...
Forum - 08/08/2018
... to use the worksheet through the support tab considering it looks a lot different from what was in Service Forms. Also, the P&P hasn't been updated and still says to look in Service Forms for the cost comparison worksheet, but it is completely missing...
Not Allowed to Submit Part Product Line... - 07/25/2018
We have a claim on a 2016 Chevrolet Silverado 4wd. Upon trying to submit, I was met with reject code 51: "Service Agent is not allowed to submit part product line 32." So I double checked in the Service Agent Profile on GWM and see that line 32 is for...
Forum - 10/25/2018
jmeredith1099: does your dealership participate in the CTP Program? Dealers that participate maintain a service loaner/rental fleet with Chevrolet, Buick, and GMC vehicles. The program enables the dealer to make the decision for a same day service loaner....
Cause Codes and Technicians - 10/01/2018
Hey,Is it against policy to have the technician document the cause code? I'm wanting to see if the Service Manager will ok giving the technicians the cause code sheet and have them give the correct code. I'm having to go to the Service Manager...
Concern Not Duplicated help card? - 01/24/2019
... Not Duplicated help card updated on 1/7/19. On the 2nd pg of the help card, it states that Service Management approval in needed. The recents updates, Service Management Authorizations that just came out on 1/15/19, state that approval...
Forum - 02/15/2019
Thanks 1MaryRuble I will mention that to my service manager. It does take the tech time to get it off before he can proceed with the repair and therefore he deserves to be paid but they've got to realize that it won't be claimed under warranty and have...
Forum - 03/12/2018
... 2.15 Warranty Parts Expediting, it says: "Warranty Parts Expediting GM will reimburse the Service Agent for GM parts obtained locally and expenses incurred for expediting GM parts not in Service Agent inventory when required to satisfy any applicable...
CADPP24/24P - 03/22/2018
I have a vehicle that came in for warranty repairs with a CADPP24/24P Service Contract. I tried submitting it regulary through GWM (marked with a ZSCT trans. type) because my Service Manager said it was still apart of GMPP. Upon submittance, I got an...
Forum - 03/20/2018
My service manager did call the other dealer's service manager who basically said tough luck, we had no way of proving that their tech left the vehicle in the state that we received it in. It's definitely a sticky situation. We're still working...
Shuttle Reimbursement - 01/04/2018
What exactly classifies as a shuttle service? I've looked through both the bulletin for courtesy transportation and other news articles on here, but am a little confused as to what qualifies. Our dealership has a courtesy transportation driver, but we...
Customer pay and warranty - 12/21/2017
... 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 as warranty only and the advisor adds a customer pay line, does the service...
Forum - 09/20/2017
... to the description, he also cannot authorize anything. Everything here goes through our service manager, which is rough since he's both the service and parts manager. At least they've changed some authorizations to prior to submission instead...
Forum - 09/05/2017
I would then have the service advisor add a line to the work order for the steering gear and submit it as a separate line using its own labor op. Submit for gm authorization with comments about the attempts made to submit this op with olh. Move...
Forum - 12/11/2017
Per Article 1.5 in the Service Policies & Procedures Manual - General Information b. Vehicle Modification, Damage or Abuse A Warranty Block will be applied if GM has determined that vehicle modification, damage or abuse has occurred which may impact all...
Forum - 11/16/2017
... while the customer is present. Any changes regarding who is responsible for the charges require service management authorization prior to repairs being performed." The same section of the bulletin, within the Customer Authorization Unavailable paragraph,...
Forum - 11/27/2017
I specifically asked our DMA about the necessity of our service manager signing dealership owned vehicles for ZFAT and ZPDI. He in turn phoned someone 'higher up' and they said unequivically that the job card MUST be signed and dated by the service manager....
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...
Letter of Notification Signature - 04/18/2019
Does it matter who signs the letter of notication? I had always assumed it had to be the Service Manager, but it says Service Agent Signature. Does that mean anyone at the dealership can sign it?
Forum - 04/25/2019
So, we have a new service magnager. He has been in this position for about a year and he is filling in for the pdi manager while on vacation. Service manager said there was no place on the epod to make notes, just a place for him to sign. Do we need to...
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 - 06/05/2019
Straight time over two hours requires service management authorization prior to first transaction submission. Refer to TSB 04-00-89-015 for Warranty Administration Operating Procedures. If the sublet amount exceeds your warranty labor rate...
Forum - 07/30/2019
I make copies of the special policy or anything that i think would be important and helpful to the technican,service advisor or service manager and hand them out. This is not only helpful to me but may also save them time and prevent lost revenue.
Forum - 08/08/2019
... 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....
What Would You Do - 01/20 - 01/03/2020
... 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 only cruise control function on...
Straight time Empowerment level? - 02/11/2020
... to be submitted to WarrantySupportCenter? I know that anything over 2 hours has to have Service Management approval. I was thinking that would have to go to WSC, but I just processed one for 2.4 hours that I routed to WSC, but it just...
Forum - 07/06/2021
... Emissions Warranty (e.g. Select State, 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...
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 - 01/18/2022
... correct? 200 to 300, to 350 is a good incline. If the "Analyst Ranking" number in the "Service Atgent Self Review Information" section on pg 1 of the Service Agent Analysis Summary Report goes down, then I need to be concerned and get with...
Forum - 04/04/2022
If I am reading this correctly there was no reason for the tech to perform the service bay test. I'm not a super diesel guy but based on the information you provided it was a simple throttle code issue and should not have required any additional steps...
Forum - 06/23/2021
... Policy Evaluation Tool request. If either PET comes 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...
Thanks 1MaryRuble I will mention that to my service manager. It does take the tech time to get it off before he can proceed with the repair and therefore he deserves to be paid but they've got to realize that it won't be claimed under warranty and have...
Forum - 03/12/2018
... 2.15 Warranty Parts Expediting, it says: "Warranty Parts Expediting GM will reimburse the Service Agent for GM parts obtained locally and expenses incurred for expediting GM parts not in Service Agent inventory when required to satisfy any applicable...
CADPP24/24P - 03/22/2018
I have a vehicle that came in for warranty repairs with a CADPP24/24P Service Contract. I tried submitting it regulary through GWM (marked with a ZSCT trans. type) because my Service Manager said it was still apart of GMPP. Upon submittance, I got an...
Forum - 03/20/2018
My service manager did call the other dealer's service manager who basically said tough luck, we had no way of proving that their tech left the vehicle in the state that we received it in. It's definitely a sticky situation. We're still working...
Shuttle Reimbursement - 01/04/2018
What exactly classifies as a shuttle service? I've looked through both the bulletin for courtesy transportation and other news articles on here, but am a little confused as to what qualifies. Our dealership has a courtesy transportation driver, but we...
Customer pay and warranty - 12/21/2017
... 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 as warranty only and the advisor adds a customer pay line, does the service...
Forum - 09/20/2017
... to the description, he also cannot authorize anything. Everything here goes through our service manager, which is rough since he's both the service and parts manager. At least they've changed some authorizations to prior to submission instead...
Forum - 09/05/2017
I would then have the service advisor add a line to the work order for the steering gear and submit it as a separate line using its own labor op. Submit for gm authorization with comments about the attempts made to submit this op with olh. Move...
Forum - 12/11/2017
Per Article 1.5 in the Service Policies & Procedures Manual - General Information b. Vehicle Modification, Damage or Abuse A Warranty Block will be applied if GM has determined that vehicle modification, damage or abuse has occurred which may impact all...
Forum - 11/16/2017
... while the customer is present. Any changes regarding who is responsible for the charges require service management authorization prior to repairs being performed." The same section of the bulletin, within the Customer Authorization Unavailable paragraph,...
Forum - 11/27/2017
I specifically asked our DMA about the necessity of our service manager signing dealership owned vehicles for ZFAT and ZPDI. He in turn phoned someone 'higher up' and they said unequivically that the job card MUST be signed and dated by the service manager....
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...
Letter of Notification Signature - 04/18/2019
Does it matter who signs the letter of notication? I had always assumed it had to be the Service Manager, but it says Service Agent Signature. Does that mean anyone at the dealership can sign it?
Forum - 04/25/2019
So, we have a new service magnager. He has been in this position for about a year and he is filling in for the pdi manager while on vacation. Service manager said there was no place on the epod to make notes, just a place for him to sign. Do we need to...
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 - 06/05/2019
Straight time over two hours requires service management authorization prior to first transaction submission. Refer to TSB 04-00-89-015 for Warranty Administration Operating Procedures. If the sublet amount exceeds your warranty labor rate...
Forum - 07/30/2019
I make copies of the special policy or anything that i think would be important and helpful to the technican,service advisor or service manager and hand them out. This is not only helpful to me but may also save them time and prevent lost revenue.
Forum - 08/08/2019
... 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....
What Would You Do - 01/20 - 01/03/2020
... 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 only cruise control function on...
Straight time Empowerment level? - 02/11/2020
... to be submitted to WarrantySupportCenter? I know that anything over 2 hours has to have Service Management approval. I was thinking that would have to go to WSC, but I just processed one for 2.4 hours that I routed to WSC, but it just...
Forum - 07/06/2021
... Emissions Warranty (e.g. Select State, 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...
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 - 01/18/2022
... correct? 200 to 300, to 350 is a good incline. If the "Analyst Ranking" number in the "Service Atgent Self Review Information" section on pg 1 of the Service Agent Analysis Summary Report goes down, then I need to be concerned and get with...
Forum - 04/04/2022
If I am reading this correctly there was no reason for the tech to perform the service bay test. I'm not a super diesel guy but based on the information you provided it was a simple throttle code issue and should not have required any additional steps...
Forum - 06/23/2021
... Policy Evaluation Tool request. If either PET comes 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...
JLWarranty News Aug 2020 - "Parts Dept and Warranty Compliance"? - 08/04/2020
The article states that when dealing with an Electronic Service Center and electronic exchange components, that "a copy of the ESC invoice must be attached to the job card". I was not able to find those requirements anywhere in P&P under Service...
Bulletin Repairs - 09/14/2020
... is out of basic warranty. It is determined the remedy is covered under service bulletin 18-NA-383 (Water Found in Rear Interior of Cab, Water Leak at Rear Sliding Window ). There is consequential damage to the headliner (water...
Forum - 10/02/2020
There is some STS information in the Service P&P Manual Article 12.2. Another resource: the Service Technician Training, Recruiting, Retention, and Recognition App in GlobalConnect.
Re: Has anyone been to a JL Warranty class for global yet? if so how was it? - 03/04/2010
... on February 16th. I went to another one a few years prior also. I would also recommend your service manager/writer go - and yes, it is well worth it. You get your own manuals that JL put together - and they are great reference materials. Each person...
Re: R9995 - - 07/20/2010
I just got my monthly J&L packet and it has a great cheat sheet for could not duplicate labor ops. I gave copies to my service writers and my service manager. I had the same thing happen to me last week.
Re: HUMMER - COMPLIMENTARY MAINTANENCE COUPONS - 11/04/2010
... 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 to add it to my authorized links in Global Connect...
Re: Yet Another Part Warranty Question - 11/10/2009
... leaking parts on it. GM's parts 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...
Re: Global Warranty - 08/12/2009
I KNOW SEE IT LISTED UNDER THE SERVICE - BUT WHEN I CLICK ON IT IT TELLS ME TO GO TO THE GLOBAL CONNECT HOME PAGE & CLICK ON THE SERVICE & THEN CLICK ON GLOBAL WARRANTY MANAGEMENT (AGAIN) GOING IN CIRCLES & NOT GETTING ANYWHERE
Re: Lost Rep - 09/22/2009
We lost ours also :( Looks like they are making all reps Parts and Service, our Parts Rep is taking over both and our current Service Rep will be taking over both in Louisiana.....rumor heard also of a warranty specialist but not much info given.......
What We Don't Know......... - 10/31/2009
... diesel injectors and he could get them replaced for free. He is friendly and informative with the service adviser at check in. He leaves the service department, business as usual, no one thought anything about it. A few minutes later, after the vehicle...
Re: PARTS DEPT - 02/03/2010
If you are on Global Warranty Mangement there is a place in your Service Agent profile that tells you exactly what your parts retention requirements are. Go to the Analyze Warranty Tab at the top (4th one), then go to View Service Agent Profile. Under...
Re: OLD RECALL LISTING ???? - 04/13/2009
... dated 9/24/08 Effective immediately, the following areas will no longer require District Service Manager approval via H-route. These claims will require Dealer Service Management approval. Courtesy Transportation-4 day rental, Courtesy Transportation-5...
Re: ACTUAL TIME VS TIME GUIDE TIME - 08/26/2008
... time thats $$ in his pocket as well as serv dept.if he takes more time he loosing out and so is service.the only time to use actual clock time is when the labor op gives a vairable time such as diag....
Re: AC/DELCO BATTERY PARTS WARRANTY QUESTION - 06/25/2008
We don't see a bunch of these, so when we close them out, we pay our techician .5 for diag & battery install under service policy (internal-service department "eats" it). The tech gets paid by us.
Re: California Seletc Component Coverage - 07/07/2008
YOU SHOULD ACCESS SI (SERVICE INFORMATION) THROUGH DEALER WORLD, TYPE THE ENTIRE VIN IN AND ACCESS THE OWNER WARRANTY MANUAL FOR THE CORRECT INFO ON WHAT IS COVERED UNDER THE EMISSION WARRANTY. HOPE THIS HELPS. I THINK ALL SERVICE WRITERS SHOULD BECOME...
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...
Re: Taking a Poll - 06/16/2008
... new. 4. Where do you find the best information to help you do your job? SI, Bulletins, Forum, Our Service Manager (who use to be our AVM before leaving GM). 5. How many claims (on average) do you code & submit daily? Right now 20-30 before we slowed...
Re: MARK OF EXCELLENCE QUESTION - 05/29/2008
Hello Everyone. My dealer has me signed up for the MOE as "Service Other" is that the same as the Service Advisor exam? Just curious. Thanks.
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: 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.
Re: How is business? - 12/05/2008
I'm in Roanoke, VA. Our Sales and Service has slowed tremendously. Service has good and bad days. We have many people having major maintenances done to their vehicles. People are more interested in getting vehicles they already have fixed. We do have...
Re: PDI-ADVANCED 2-WAY REMOTE START - 12/19/2008
... - Reimbursement for Dealer Labor - (Aug 6, 2008) THIS IS IN GLOBAL CONNECT IN YOUR MESSAGES Service / Service / Service Operations / Service Operations / G_0000017321 HOPEFULLY THESE WILL HELP....
Re: Rental Cars - 10/20/2008
... 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 Administration Bulletin #07-00-89-037 "Courtesy...
Re: DUAL HEADREST DVD - 10/30/2008
[quote] Becky: Check this out. It's all I could find that shows anything on the pdi or accessory adds. Service / Service / Service Operations / Service Operations / G_0000012187 9-24-08 global connect message We've never done one and hope we never...
Re: Where is everyone? - 11/07/2008
Here in Michigan it has been slowing for years but we have been fairly fortunate in service, service had a great October and a decent start to Novemeber. Sales on the other hand are still down considerable!
The article states that when dealing with an Electronic Service Center and electronic exchange components, that "a copy of the ESC invoice must be attached to the job card". I was not able to find those requirements anywhere in P&P under Service...
Bulletin Repairs - 09/14/2020
... is out of basic warranty. It is determined the remedy is covered under service bulletin 18-NA-383 (Water Found in Rear Interior of Cab, Water Leak at Rear Sliding Window ). There is consequential damage to the headliner (water...
Forum - 10/02/2020
There is some STS information in the Service P&P Manual Article 12.2. Another resource: the Service Technician Training, Recruiting, Retention, and Recognition App in GlobalConnect.
Re: Has anyone been to a JL Warranty class for global yet? if so how was it? - 03/04/2010
... on February 16th. I went to another one a few years prior also. I would also recommend your service manager/writer go - and yes, it is well worth it. You get your own manuals that JL put together - and they are great reference materials. Each person...
Re: R9995 - - 07/20/2010
I just got my monthly J&L packet and it has a great cheat sheet for could not duplicate labor ops. I gave copies to my service writers and my service manager. I had the same thing happen to me last week.
Re: HUMMER - COMPLIMENTARY MAINTANENCE COUPONS - 11/04/2010
... 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 to add it to my authorized links in Global Connect...
Re: Yet Another Part Warranty Question - 11/10/2009
... leaking parts on it. GM's parts 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...
Re: Global Warranty - 08/12/2009
I KNOW SEE IT LISTED UNDER THE SERVICE - BUT WHEN I CLICK ON IT IT TELLS ME TO GO TO THE GLOBAL CONNECT HOME PAGE & CLICK ON THE SERVICE & THEN CLICK ON GLOBAL WARRANTY MANAGEMENT (AGAIN) GOING IN CIRCLES & NOT GETTING ANYWHERE
Re: Lost Rep - 09/22/2009
We lost ours also :( Looks like they are making all reps Parts and Service, our Parts Rep is taking over both and our current Service Rep will be taking over both in Louisiana.....rumor heard also of a warranty specialist but not much info given.......
What We Don't Know......... - 10/31/2009
... diesel injectors and he could get them replaced for free. He is friendly and informative with the service adviser at check in. He leaves the service department, business as usual, no one thought anything about it. A few minutes later, after the vehicle...
Re: PARTS DEPT - 02/03/2010
If you are on Global Warranty Mangement there is a place in your Service Agent profile that tells you exactly what your parts retention requirements are. Go to the Analyze Warranty Tab at the top (4th one), then go to View Service Agent Profile. Under...
Re: OLD RECALL LISTING ???? - 04/13/2009
... dated 9/24/08 Effective immediately, the following areas will no longer require District Service Manager approval via H-route. These claims will require Dealer Service Management approval. Courtesy Transportation-4 day rental, Courtesy Transportation-5...
Re: ACTUAL TIME VS TIME GUIDE TIME - 08/26/2008
... time thats $$ in his pocket as well as serv dept.if he takes more time he loosing out and so is service.the only time to use actual clock time is when the labor op gives a vairable time such as diag....
Re: AC/DELCO BATTERY PARTS WARRANTY QUESTION - 06/25/2008
We don't see a bunch of these, so when we close them out, we pay our techician .5 for diag & battery install under service policy (internal-service department "eats" it). The tech gets paid by us.
Re: California Seletc Component Coverage - 07/07/2008
YOU SHOULD ACCESS SI (SERVICE INFORMATION) THROUGH DEALER WORLD, TYPE THE ENTIRE VIN IN AND ACCESS THE OWNER WARRANTY MANUAL FOR THE CORRECT INFO ON WHAT IS COVERED UNDER THE EMISSION WARRANTY. HOPE THIS HELPS. I THINK ALL SERVICE WRITERS SHOULD BECOME...
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...
Re: Taking a Poll - 06/16/2008
... new. 4. Where do you find the best information to help you do your job? SI, Bulletins, Forum, Our Service Manager (who use to be our AVM before leaving GM). 5. How many claims (on average) do you code & submit daily? Right now 20-30 before we slowed...
Re: MARK OF EXCELLENCE QUESTION - 05/29/2008
Hello Everyone. My dealer has me signed up for the MOE as "Service Other" is that the same as the Service Advisor exam? Just curious. Thanks.
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: 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.
Re: How is business? - 12/05/2008
I'm in Roanoke, VA. Our Sales and Service has slowed tremendously. Service has good and bad days. We have many people having major maintenances done to their vehicles. People are more interested in getting vehicles they already have fixed. We do have...
Re: PDI-ADVANCED 2-WAY REMOTE START - 12/19/2008
... - Reimbursement for Dealer Labor - (Aug 6, 2008) THIS IS IN GLOBAL CONNECT IN YOUR MESSAGES Service / Service / Service Operations / Service Operations / G_0000017321 HOPEFULLY THESE WILL HELP....
Re: Rental Cars - 10/20/2008
... 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 Administration Bulletin #07-00-89-037 "Courtesy...
Re: DUAL HEADREST DVD - 10/30/2008
[quote] Becky: Check this out. It's all I could find that shows anything on the pdi or accessory adds. Service / Service / Service Operations / Service Operations / G_0000012187 9-24-08 global connect message We've never done one and hope we never...
Re: Where is everyone? - 11/07/2008
Here in Michigan it has been slowing for years but we have been fairly fortunate in service, service had a great October and a decent start to Novemeber. Sales on the other hand are still down considerable!
Re: How is business? - 11/18/2008
We're in southeast Wisconsin, we're in a slump too. If we sell cars we sell used, not too many new ones. Service is either super slow or super busy. This week service is very busy, but next week it could be slow again. We've had to lay off 2 sales...
Warranty Briefs: Customer Signatures - 03/18/2021
... prior to any repairs being performed. If a customer is not available to sign the job card the service manager must state the reason and sign the authorization line on the job card prior to any repairs being performed. Service management approval in the...
Warranty On Stock Used Vehicles - 09/20/2021
Service Agents are allowed to make warrantable repairs on vehicles in their used vehicle inventory for the entire GM franchise. In other words, if you are a Chevrolet agent selling a used Buick with a warranty product defect, you can fix it and be reimbursed...
Warranty Briefs: Empowerment Level - 08/05/2022
What is the empowerment level at my dealership? Service agent empowerment is intended to provide service management the authority and the responsibility to make on-the-spot decisions with the hope of retaining current customers or to gain new customers. An...
Forum - 09/19/2007
It would be nice if there was a VIS fairy out there somewhere, but since there isn't, generally the service consultant is the responsible party. There is quite a bit of valuable information that should be reviewed when the customer is dropping off their...
50/50 SPLIT - 01/30/2008
I am not thinking properly today. Our dealership uses reynolds and reynolds. 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...
Re: Quantity of Claims Submitted & Other Duties - 03/21/2008
... for the 3 different contractors we deal with and impound yard for local law enforcement. Train service advisors on meeting GM warranty standards. I also work the service line and parts department when needed. I'm also fill in cashier/office when someone...
Re: Quantity of Claims Submitted & Other Duties - 03/21/2008
... REPAIRS COMPLETED NOT COVERED BY WARRANTY. ALSO PROVIDE ASSISTANCE IN OUR MAIN OFFICE, CUSTOMER SERVICE COUNTER, SERVICE AND PARTS COUNTERS. ...
Quantity of Claims Submitted & Other Duties - 03/18/2008
... a small 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: CUSTOMER ENTHUSIASIM WARRANTY - 04/06/2015
... 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 select policy and then your a auth. That is the only...
Re: NEW GLOBAL - 07/17/2015
When I click on the Service Tab at the top of the screen on NEW GLOBAL, the screen populates with a ton of options, including Service Policy and Procedures Manual. When I open that, all of the user manuals come up. I signed in about two weeks ago, so...
Re: Transmission diagnostic worksheet? - 08/25/2015
You could try in the new Global Connect to access service and under applications, choose Service Forms. I believe you will find diagnostic sheets there.
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...
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...
Forum - 09/02/2016
... over, it seems like no matter if you do that or put all lines as wty and change them to cp the service manager would have to authorize pretty much every line anyway. This wasn't a big concern for us until recently when the service department hired...
Forum - 07/19/2017
a. Service Agent responsibility under Article 7.2.3 of the Dealer Sales and Service Agreement Sale of Non-GM Parts in Warranty Repairs Service Agent agrees to provide quality body repair service for motor vehicles either through its own body shop or through...
Forum - 03/22/2017
... 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 added,...
Forum - 04/14/2017
... DEF FLUID TO THE TRUCKS UNTIL THEY ARE SOLD, HERE, AND 99.9% OF THE TIME, SALES JUST BYPASSES THE SERVICE DEPT AND BUYS IT OVER THE PARTS COUNTER. ON THE RARE OCCURENCE THAT THEY GO THRU SERVICE, I GO BACK TO MY PDI FLUID CLAIM, CLICK ADJUSTMENT AND...
Forum - 11/01/2016
... 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." The P & P Article does not specify situations where authorization for an added operation is...
Forum - 02/24/2017
... was certified before a certain date in 2016 (I can't remember the exact date now), they receive 4 service events but after that they only get 2. She said the system has now defaulted to the 2 service events which is why mine rejected and to push...
Forum - 02/08/2017
Do you have to determine corrosion coverage for a specific vehicle/repair? If you look up 1.2.1.2 in the service P&P it explains it. I've only ever had maybe 2 or 3 corrosion repairs. My service manager has always handled them though,...
Re: SPECIAL POLICY WITH 50/50 AND GMPP - 09/11/2012
A copy/paste from SI: When submitting a transaction for vehicles WITH a service contract: 1. Enter the appropriate labor time and part number. 2. On the Pricing Requested screen, determine the total cost. 3. Determine the amount to enter in Customer...
Re: how would you submit this claim!! - 08/02/2012
Try marking the button General Service Agent under the Service Agent Self Authorization. It may take it where it needs to go. Or you could try to separate the work order out into multiple lines. Good luck and let us know. I've not had one of these...
Re: how would you submit this claim!! - 08/02/2012
i did try to leave it as a one line claim and h route it but it rejected saying my service manager could authorize the claim and parts not compatible to hub labor op..and other labor hours were too much for the hub op too and nothing i tried worked. i...
Who's your boss? - 12/28/2012
... about it. I'm wondering who all of the warranty administrators report to? I report to the service manager but I've heard many report to the general manager? Does anyone have an opinion on this? I can understand how reporting only to the service manager...
We're in southeast Wisconsin, we're in a slump too. If we sell cars we sell used, not too many new ones. Service is either super slow or super busy. This week service is very busy, but next week it could be slow again. We've had to lay off 2 sales...
Warranty Briefs: Customer Signatures - 03/18/2021
... prior to any repairs being performed. If a customer is not available to sign the job card the service manager must state the reason and sign the authorization line on the job card prior to any repairs being performed. Service management approval in the...
Warranty On Stock Used Vehicles - 09/20/2021
Service Agents are allowed to make warrantable repairs on vehicles in their used vehicle inventory for the entire GM franchise. In other words, if you are a Chevrolet agent selling a used Buick with a warranty product defect, you can fix it and be reimbursed...
Warranty Briefs: Empowerment Level - 08/05/2022
What is the empowerment level at my dealership? Service agent empowerment is intended to provide service management the authority and the responsibility to make on-the-spot decisions with the hope of retaining current customers or to gain new customers. An...
Forum - 09/19/2007
It would be nice if there was a VIS fairy out there somewhere, but since there isn't, generally the service consultant is the responsible party. There is quite a bit of valuable information that should be reviewed when the customer is dropping off their...
50/50 SPLIT - 01/30/2008
I am not thinking properly today. Our dealership uses reynolds and reynolds. 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...
Re: Quantity of Claims Submitted & Other Duties - 03/21/2008
... for the 3 different contractors we deal with and impound yard for local law enforcement. Train service advisors on meeting GM warranty standards. I also work the service line and parts department when needed. I'm also fill in cashier/office when someone...
Re: Quantity of Claims Submitted & Other Duties - 03/21/2008
... REPAIRS COMPLETED NOT COVERED BY WARRANTY. ALSO PROVIDE ASSISTANCE IN OUR MAIN OFFICE, CUSTOMER SERVICE COUNTER, SERVICE AND PARTS COUNTERS. ...
Quantity of Claims Submitted & Other Duties - 03/18/2008
... a small 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: CUSTOMER ENTHUSIASIM WARRANTY - 04/06/2015
... 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 select policy and then your a auth. That is the only...
Re: NEW GLOBAL - 07/17/2015
When I click on the Service Tab at the top of the screen on NEW GLOBAL, the screen populates with a ton of options, including Service Policy and Procedures Manual. When I open that, all of the user manuals come up. I signed in about two weeks ago, so...
Re: Transmission diagnostic worksheet? - 08/25/2015
You could try in the new Global Connect to access service and under applications, choose Service Forms. I believe you will find diagnostic sheets there.
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...
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...
Forum - 09/02/2016
... over, it seems like no matter if you do that or put all lines as wty and change them to cp the service manager would have to authorize pretty much every line anyway. This wasn't a big concern for us until recently when the service department hired...
Forum - 07/19/2017
a. Service Agent responsibility under Article 7.2.3 of the Dealer Sales and Service Agreement Sale of Non-GM Parts in Warranty Repairs Service Agent agrees to provide quality body repair service for motor vehicles either through its own body shop or through...
Forum - 03/22/2017
... 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 added,...
Forum - 04/14/2017
... DEF FLUID TO THE TRUCKS UNTIL THEY ARE SOLD, HERE, AND 99.9% OF THE TIME, SALES JUST BYPASSES THE SERVICE DEPT AND BUYS IT OVER THE PARTS COUNTER. ON THE RARE OCCURENCE THAT THEY GO THRU SERVICE, I GO BACK TO MY PDI FLUID CLAIM, CLICK ADJUSTMENT AND...
Forum - 11/01/2016
... 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." The P & P Article does not specify situations where authorization for an added operation is...
Forum - 02/24/2017
... was certified before a certain date in 2016 (I can't remember the exact date now), they receive 4 service events but after that they only get 2. She said the system has now defaulted to the 2 service events which is why mine rejected and to push...
Forum - 02/08/2017
Do you have to determine corrosion coverage for a specific vehicle/repair? If you look up 1.2.1.2 in the service P&P it explains it. I've only ever had maybe 2 or 3 corrosion repairs. My service manager has always handled them though,...
Re: SPECIAL POLICY WITH 50/50 AND GMPP - 09/11/2012
A copy/paste from SI: When submitting a transaction for vehicles WITH a service contract: 1. Enter the appropriate labor time and part number. 2. On the Pricing Requested screen, determine the total cost. 3. Determine the amount to enter in Customer...
Re: how would you submit this claim!! - 08/02/2012
Try marking the button General Service Agent under the Service Agent Self Authorization. It may take it where it needs to go. Or you could try to separate the work order out into multiple lines. Good luck and let us know. I've not had one of these...
Re: how would you submit this claim!! - 08/02/2012
i did try to leave it as a one line claim and h route it but it rejected saying my service manager could authorize the claim and parts not compatible to hub labor op..and other labor hours were too much for the hub op too and nothing i tried worked. i...
Who's your boss? - 12/28/2012
... about it. I'm wondering who all of the warranty administrators report to? I report to the service manager but I've heard many report to the general manager? Does anyone have an opinion on this? I can understand how reporting only to the service manager...
What Would You Do - 01/15 - 12/19/2014
... (front safety belt anchor) 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...
What Would You Do - 02/15 - 01/21/2015
The owner of a 2007 Chevrolet HHR contacted the service manager at the local dealership for assistance with getting two recalls handled. The two open recalls were 14063 and 14113, replace ignition switch and replace ignition lock cylinder and ignition...
Re: April - Share Your Tip! - 04/25/2014
... 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 TO UNDERSTAND THE IMPORTANCE OF THE 3 C'S.OF COURSE THIS STARTS WITH A GOOD INITIAL WRITE-UP...
Re: The 3 C's - 03/04/2014
I BRING THE JOB CARD BACK TO THE SERVICE MANAGER OR SERVICE ADVISOR IF I DONT HAVE ALL THE INTO I NEED ON THE JOB CARD AND TELL THEM LIKE THIS LADY I WORKED WITH USED TO DO " SORRY I HAVE FAILED MY MIND READING COURSE PLEASE GIVE ME MORE INFORMATION AND...
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.
Re: - 02/02/2012
... 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 services! ...
Re: OLH on GMPP Claim - 11/15/2011
If you have service management empowerment for GMPP OLH, you can authorize up to your dealership empowerment without H-routing. If it is beyond the empowerment level, then you have to H-route the transaction. As in factory warranty, the OLH must be documented...
Re: CURIOUS ABOUT PAY - 01/27/2012
My service manager called around to other dealers himself to find out from their service managers. I got a bit lucky because the warranty administrator at one of the other dealerships we have in our group makes just a bit more than I do but she's been...
Re: LTG IN GLOBAL - 04/18/2012
Home page GlobalConnect, Workbenches, Service, View Service Info, Diagnose & program, (SI) Service Information. Best scenario is using a VIN, but you can look up info by using the drop-down fields & choosing year, make, model. If you do it that way,...
Information on VISS - 06/06/2012
... 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 claim rejected stating the vehicle has an Aftermarket...
Re: 50/50 SPLIT - 10/28/2011
[quote] GMNL09526: So where does the part stating: submitting "WITHOUT" service contract & submitting "WITH" a 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...
What should I do? - 12/06/2011
... daughter drives the car at times she doesn't believe she had spilled coffee into the unit. The service manager was notified and they told her that they would run it through as warranty but if the unit was called back and we were charged back then they...
Re: What should I do? - 12/06/2011
Sounds like my old service manager. Lucky for me, I'm not considered a member of the service dept I'm a member of the office staff, our controller is my boss and she controls the "purse" strings. In situations like this I had the advantage of not answering...
Re: GM FAMILY FIRST - 12/29/2011
... discount) REIMBURSEMENT TO DEALER Only dealers participating in program and offering Saturday service hours are eligible to submit for reimbursement. Submit claims through the Global Warranty Management System (GWM): Labor Operation Code: Z2295...
Re: 2015 TOP OFF DEF - 12/18/2014
... on the GM site yet) https://www.autopartners.net/apps/msgportalj/en_US/GMNA/United_States/Library/Service/Warranty/D_0000076228.htm "This scheduled maintenance coverage will provide owners select required services, for 2 years or 24,000 miles, whichever...
Re: What would you do? - 07/26/2012
I would stop stressing for one. This decision was made by your service manager and the DVM. Its out of your hands as a warranty admin. Let them figure it out. And if GM doesn't pay then your dealership will have to eat it. Theres no more that you can...
Forum - 01/19/2017
... I handle all the rental units we have (12) and handle the submittals and collection of service contract and fleet contracts. And all my accounts have no balances over 30 days. I am hesitant to ask for any kind of raise. I did train our non...
Forum - 03/14/2017
Program detail from the Service P&P Manual Article 1.4 (Courtesy Transportation Program): Reimbursement for a Rental Vehicle - Tier 2 (Cadillac Only) When an eligible vehicle is unavailable due to any warranty repair, a rental vehicle up to a...
What Would You Do - 05/16 - 04/28/2016
... a corrosion concern at their local dealership with the chrome assist steps on their vehicle. The service manager took a look at the otherwise immaculate vehicle and felt that the corrosion could be removed by wire brushing the area. Unfortunately,...
Printing IVH at job card write up - 05/09/2016
Curious how others interpret P&P 3.3.2 Supporting Documentation, specifically "Service Agent is responsible to assure that all information is properly documented and accessible. Records that must be retained, made available, and copies provided to GM...
Re: GOODWILL CLAIM - 09/10/2015
Okay so GM warranty personnel is telling me "since it is for an aftermarket service contract, claim must be submitted to the aftermarket service contract by putting the amount under Net Misc, put a check on waive deductible under authorization/comments...
Rules Have Reasons - 03/31/2008
I work at a small dealership, we 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...
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...
Warr Adm - 09/19/2007
... enjoy this forum very much. In regards to the GMVIS issue... I won my battle with the advisors and service director by pointing out that according to the P&P manual section 6.1..dealer sales and service agreement and also in 6.1.3 paragraphs 1 and 4...
Forum - 09/19/2007
... to new warranty administrators, those that have been in the field for several years, as well as service consultants, service managers, technicians and parts personnel. The workshop is offered in many locations across the United States throughout the...
... (front safety belt anchor) 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...
What Would You Do - 02/15 - 01/21/2015
The owner of a 2007 Chevrolet HHR contacted the service manager at the local dealership for assistance with getting two recalls handled. The two open recalls were 14063 and 14113, replace ignition switch and replace ignition lock cylinder and ignition...
Re: April - Share Your Tip! - 04/25/2014
... 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 TO UNDERSTAND THE IMPORTANCE OF THE 3 C'S.OF COURSE THIS STARTS WITH A GOOD INITIAL WRITE-UP...
Re: The 3 C's - 03/04/2014
I BRING THE JOB CARD BACK TO THE SERVICE MANAGER OR SERVICE ADVISOR IF I DONT HAVE ALL THE INTO I NEED ON THE JOB CARD AND TELL THEM LIKE THIS LADY I WORKED WITH USED TO DO " SORRY I HAVE FAILED MY MIND READING COURSE PLEASE GIVE ME MORE INFORMATION AND...
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.
Re: - 02/02/2012
... 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 services! ...
Re: OLH on GMPP Claim - 11/15/2011
If you have service management empowerment for GMPP OLH, you can authorize up to your dealership empowerment without H-routing. If it is beyond the empowerment level, then you have to H-route the transaction. As in factory warranty, the OLH must be documented...
Re: CURIOUS ABOUT PAY - 01/27/2012
My service manager called around to other dealers himself to find out from their service managers. I got a bit lucky because the warranty administrator at one of the other dealerships we have in our group makes just a bit more than I do but she's been...
Re: LTG IN GLOBAL - 04/18/2012
Home page GlobalConnect, Workbenches, Service, View Service Info, Diagnose & program, (SI) Service Information. Best scenario is using a VIN, but you can look up info by using the drop-down fields & choosing year, make, model. If you do it that way,...
Information on VISS - 06/06/2012
... 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 claim rejected stating the vehicle has an Aftermarket...
Re: 50/50 SPLIT - 10/28/2011
[quote] GMNL09526: So where does the part stating: submitting "WITHOUT" service contract & submitting "WITH" a 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...
What should I do? - 12/06/2011
... daughter drives the car at times she doesn't believe she had spilled coffee into the unit. The service manager was notified and they told her that they would run it through as warranty but if the unit was called back and we were charged back then they...
Re: What should I do? - 12/06/2011
Sounds like my old service manager. Lucky for me, I'm not considered a member of the service dept I'm a member of the office staff, our controller is my boss and she controls the "purse" strings. In situations like this I had the advantage of not answering...
Re: GM FAMILY FIRST - 12/29/2011
... discount) REIMBURSEMENT TO DEALER Only dealers participating in program and offering Saturday service hours are eligible to submit for reimbursement. Submit claims through the Global Warranty Management System (GWM): Labor Operation Code: Z2295...
Re: 2015 TOP OFF DEF - 12/18/2014
... on the GM site yet) https://www.autopartners.net/apps/msgportalj/en_US/GMNA/United_States/Library/Service/Warranty/D_0000076228.htm "This scheduled maintenance coverage will provide owners select required services, for 2 years or 24,000 miles, whichever...
Re: What would you do? - 07/26/2012
I would stop stressing for one. This decision was made by your service manager and the DVM. Its out of your hands as a warranty admin. Let them figure it out. And if GM doesn't pay then your dealership will have to eat it. Theres no more that you can...
Forum - 01/19/2017
... I handle all the rental units we have (12) and handle the submittals and collection of service contract and fleet contracts. And all my accounts have no balances over 30 days. I am hesitant to ask for any kind of raise. I did train our non...
Forum - 03/14/2017
Program detail from the Service P&P Manual Article 1.4 (Courtesy Transportation Program): Reimbursement for a Rental Vehicle - Tier 2 (Cadillac Only) When an eligible vehicle is unavailable due to any warranty repair, a rental vehicle up to a...
What Would You Do - 05/16 - 04/28/2016
... a corrosion concern at their local dealership with the chrome assist steps on their vehicle. The service manager took a look at the otherwise immaculate vehicle and felt that the corrosion could be removed by wire brushing the area. Unfortunately,...
Printing IVH at job card write up - 05/09/2016
Curious how others interpret P&P 3.3.2 Supporting Documentation, specifically "Service Agent is responsible to assure that all information is properly documented and accessible. Records that must be retained, made available, and copies provided to GM...
Re: GOODWILL CLAIM - 09/10/2015
Okay so GM warranty personnel is telling me "since it is for an aftermarket service contract, claim must be submitted to the aftermarket service contract by putting the amount under Net Misc, put a check on waive deductible under authorization/comments...
Rules Have Reasons - 03/31/2008
I work at a small dealership, we 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...
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...
Warr Adm - 09/19/2007
... enjoy this forum very much. In regards to the GMVIS issue... I won my battle with the advisors and service director by pointing out that according to the P&P manual section 6.1..dealer sales and service agreement and also in 6.1.3 paragraphs 1 and 4...
Forum - 09/19/2007
... to new warranty administrators, those that have been in the field for several years, as well as service consultants, service managers, technicians and parts personnel. The workshop is offered in many locations across the United States throughout the...
PDI Audit - 09/19/2007
... 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 state the reason and sign the repair order. Any alternative customer...
Courtesy Transportation - 04/12/2022
... to drive Rentals should be directly aligned to brand (e.g. Chevrolet to Chevrolet) which is being serviced and must be no more than two model years old. If your dealership acquires rentals from a third party, make sure it fits these standards. You should...
Roadside Assistance - 07/26/2017
Roadside Assistance is a program that 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...
Re: Warranty Admin. job description - 12/04/2008
... I'd go to your fixed ops manager, or your owner and explain. I'm lucky, I don't work for the service manager or the service dept, I work for the comptroller/business manager. I report directly to her if I have any questionable claims. Keeps me put...
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: COMPONENT LETTER - 05/16/2008
Over the past few years General Motors offered service managers the opportunity to attend the Enhanced Dealership Empowerment Process Launch meeting. It was at these meetings (region based) that the service manager was educated on the program and provided...
Re: TRANSAXLE WARRANTY - 06/19/2009
P&P Article 1.1.3.2.1 GM Service Replacement Powertrain and GM Performance Parts Limited Warranty... under "Policies" ... "NOTE: See warranty certificate for specific coverage. The GM Goodwrench Transmission Limited Warranty Statement provides warranty...
Re: OLD RECALL #07217 - 06/19/2009
... will be addressed in the applicable bulletin. 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...
Re: WHY SEALS AND GASKETS ARE NOT WARRANTY(B AND N CLAIMS) - 04/22/2009
PREACH IT SISTER!!! I'VE FOUGHT THE SERVICE MANAGER, THE ADVISORS AND THE TECHS. I PULLED A SLY ONE ON THEM AND GOT THE OWNER INVOLVED (SMALL DEALERSHIP) AND IF I DON'T THINK IT'S VALID, HE CHECKS AND 9 TIMES OUT OF 10 HE AGREES WITH ME. THE SERVICE...
Re: Yet Another Part Warranty Question - 11/12/2009
... within the guidelines of the warranty and causes "consequential damage" to another component, the Service Manager should contact the GM AVM to determine if the uncovered component which was damaged by the covered component could be covered as a goodwill...
Re: We need your warranty success story! - 01/14/2011
My service manager, and ASM made a huge mistake 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...
Re: Has anyone been to a JL Warranty class for global yet? if so how was it? - 03/03/2010
I've been to one J&L class. It was way before GWM, but I would highly recommend that the warranty admin AND a service writer or service manager should attend. The class was well worth the money as we have gotten paid on claims that were sitting on the...
What Would You Do - 03/20 - 02/27/2020
... was also illuminating. The technician test drove the vehicle, pulled codes, and performed a service regen. After checking for bulletins in SI, a compression test was performed, which verified the cylinder that was creating the code. The technician...
Forum - 01/15/2020
You may be searching it by the wrong term. I got this from Service P&P Manual, when I used 'abuse', which is what it would be considered... "If a Service Agent determines that a vehicle modification, damage or abuse exists that may impact vehicle...
Forum - 10/01/2019
Refer to P&P Article 2.15 Warranty Parts Expediting GM Part(s) obtained from another local GM service agent: GM will reimburse the difference between the Service Agent net price and the actual cost, up to the trade price. If no trade price is...
Forum - 03/26/2019
As ewill3rd mentioned, recalls are a one time event, unless the recall bulletin states otherwise. Most GM Service Replacement parts include a 24 month/unlimited miles part warranty, effective 4/1/2018. Refer to the GM Service Replacement Parts and...
Forum - 12/07/2017
Because of the compliance issue with the night drop envelope - I agree with your policy of having service management signature/authorization on the job card authorizing repairs. Attach the envelope to the job card to support. In the case...
Suggested change to how GMGlobal rejects claims...just putting it out there:) - 08/31/2017
... 073 : Total Other Labour Hours exceed the allowance for labour code 3421060 Error 051 : Service Agent is not allowed to submit part product line 06. Error 028 : Car rental days 08 exceeds the maximum allowed for Service Agent. Warning ...
Forum - 01/10/2018
... the additional applicable costs for 30 minute Cadillac Roadside Assistance Technician Guarantee and the Techs 60% premium on the actual labor time spent on the call to the miscellaneous net item field of the claim. Reference: Cadillac Roadside Assis...
Forum - 03/12/2019
The following reference is from the Service Policies & Procedures Manual Article 2.15: GM will reimburse the Service Agent for GM parts obtained locally and expenses incurred for expediting GM parts not in Service Agent inventory when required to...
Forum - 08/20/2018
... That's when I did my homework and put a formal letter requesting the commission together for my service manager to take to the general manager. I'm happy with what I earn now and feel even more motivated to do a thorough job. I will say that...
Warranty Analysis - 01/04/2022
... link include Repair Group Trend, Transaction Category Trend, Labor Operation Frequency, Service Agent Empowerment Usage, VIN Repair Count, Labor Operation Technician Search, and many more. Due to the volume of reporting options and subsequent...
Warranty Solicitation Policy - 12/01/2021
... has been made by GM. Under the “Warranty Solicitation Policy” found in the Service Policies and Procedures Manual, Article 1.17, it is stated that if a solicitation trend exists, warranty transactions may be subject to debit. While...
Reject of the Month - March 2022 - 02/23/2022
... Related to Labor Code 4029820. The owner of a 2017 Chevrolet Silverado brought their truck to the service department with a service engine soon light and service emissions message concerns as well as a recall. Repair line 1 addressed the SES light....
Policy Evaluation Tool - 02/23/2022
... situations. The tool is available within the Dealer Aftersales Empowerment Portal. Users with Service Manager and Parts & Service Director roles within GlobalConnect have access to the empowerment tools with the Dealer Aftersales Empowerment Portal....
... 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 state the reason and sign the repair order. Any alternative customer...
Courtesy Transportation - 04/12/2022
... to drive Rentals should be directly aligned to brand (e.g. Chevrolet to Chevrolet) which is being serviced and must be no more than two model years old. If your dealership acquires rentals from a third party, make sure it fits these standards. You should...
Roadside Assistance - 07/26/2017
Roadside Assistance is a program that 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...
Re: Warranty Admin. job description - 12/04/2008
... I'd go to your fixed ops manager, or your owner and explain. I'm lucky, I don't work for the service manager or the service dept, I work for the comptroller/business manager. I report directly to her if I have any questionable claims. Keeps me put...
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: COMPONENT LETTER - 05/16/2008
Over the past few years General Motors offered service managers the opportunity to attend the Enhanced Dealership Empowerment Process Launch meeting. It was at these meetings (region based) that the service manager was educated on the program and provided...
Re: TRANSAXLE WARRANTY - 06/19/2009
P&P Article 1.1.3.2.1 GM Service Replacement Powertrain and GM Performance Parts Limited Warranty... under "Policies" ... "NOTE: See warranty certificate for specific coverage. The GM Goodwrench Transmission Limited Warranty Statement provides warranty...
Re: OLD RECALL #07217 - 06/19/2009
... will be addressed in the applicable bulletin. 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...
Re: WHY SEALS AND GASKETS ARE NOT WARRANTY(B AND N CLAIMS) - 04/22/2009
PREACH IT SISTER!!! I'VE FOUGHT THE SERVICE MANAGER, THE ADVISORS AND THE TECHS. I PULLED A SLY ONE ON THEM AND GOT THE OWNER INVOLVED (SMALL DEALERSHIP) AND IF I DON'T THINK IT'S VALID, HE CHECKS AND 9 TIMES OUT OF 10 HE AGREES WITH ME. THE SERVICE...
Re: Yet Another Part Warranty Question - 11/12/2009
... within the guidelines of the warranty and causes "consequential damage" to another component, the Service Manager should contact the GM AVM to determine if the uncovered component which was damaged by the covered component could be covered as a goodwill...
Re: We need your warranty success story! - 01/14/2011
My service manager, and ASM made a huge mistake 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...
Re: Has anyone been to a JL Warranty class for global yet? if so how was it? - 03/03/2010
I've been to one J&L class. It was way before GWM, but I would highly recommend that the warranty admin AND a service writer or service manager should attend. The class was well worth the money as we have gotten paid on claims that were sitting on the...
What Would You Do - 03/20 - 02/27/2020
... was also illuminating. The technician test drove the vehicle, pulled codes, and performed a service regen. After checking for bulletins in SI, a compression test was performed, which verified the cylinder that was creating the code. The technician...
Forum - 01/15/2020
You may be searching it by the wrong term. I got this from Service P&P Manual, when I used 'abuse', which is what it would be considered... "If a Service Agent determines that a vehicle modification, damage or abuse exists that may impact vehicle...
Forum - 10/01/2019
Refer to P&P Article 2.15 Warranty Parts Expediting GM Part(s) obtained from another local GM service agent: GM will reimburse the difference between the Service Agent net price and the actual cost, up to the trade price. If no trade price is...
Forum - 03/26/2019
As ewill3rd mentioned, recalls are a one time event, unless the recall bulletin states otherwise. Most GM Service Replacement parts include a 24 month/unlimited miles part warranty, effective 4/1/2018. Refer to the GM Service Replacement Parts and...
Forum - 12/07/2017
Because of the compliance issue with the night drop envelope - I agree with your policy of having service management signature/authorization on the job card authorizing repairs. Attach the envelope to the job card to support. In the case...
Suggested change to how GMGlobal rejects claims...just putting it out there:) - 08/31/2017
... 073 : Total Other Labour Hours exceed the allowance for labour code 3421060 Error 051 : Service Agent is not allowed to submit part product line 06. Error 028 : Car rental days 08 exceeds the maximum allowed for Service Agent. Warning ...
Forum - 01/10/2018
... the additional applicable costs for 30 minute Cadillac Roadside Assistance Technician Guarantee and the Techs 60% premium on the actual labor time spent on the call to the miscellaneous net item field of the claim. Reference: Cadillac Roadside Assis...
Forum - 03/12/2019
The following reference is from the Service Policies & Procedures Manual Article 2.15: GM will reimburse the Service Agent for GM parts obtained locally and expenses incurred for expediting GM parts not in Service Agent inventory when required to...
Forum - 08/20/2018
... That's when I did my homework and put a formal letter requesting the commission together for my service manager to take to the general manager. I'm happy with what I earn now and feel even more motivated to do a thorough job. I will say that...
Warranty Analysis - 01/04/2022
... link include Repair Group Trend, Transaction Category Trend, Labor Operation Frequency, Service Agent Empowerment Usage, VIN Repair Count, Labor Operation Technician Search, and many more. Due to the volume of reporting options and subsequent...
Warranty Solicitation Policy - 12/01/2021
... has been made by GM. Under the “Warranty Solicitation Policy” found in the Service Policies and Procedures Manual, Article 1.17, it is stated that if a solicitation trend exists, warranty transactions may be subject to debit. While...
Reject of the Month - March 2022 - 02/23/2022
... Related to Labor Code 4029820. The owner of a 2017 Chevrolet Silverado brought their truck to the service department with a service engine soon light and service emissions message concerns as well as a recall. Repair line 1 addressed the SES light....
Policy Evaluation Tool - 02/23/2022
... situations. The tool is available within the Dealer Aftersales Empowerment Portal. Users with Service Manager and Parts & Service Director roles within GlobalConnect have access to the empowerment tools with the Dealer Aftersales Empowerment Portal....
General Motors ID Numbers - 12/01/2021
... rejected claim. Dealer Partner Security Coordinator (PSC) Admins are responsible for deactivating service advisors and technician profiles in a timely manner when the individual no longer is employed at the dealership. When two technicians are working...
September 2021 Recall Update - 08/30/2021
... High Voltage Battery May Melt or Burn: The recall bulletin has been updated to include a revised service procedure and the attention box. The labor codes have been changed and the labor times adjusted to reflect the additional state of charge setting...
Authorization to Perform Repairs - 08/30/2021
... those options. If your customer documents on this note what their concerns are and hands it to the service advisor or puts it in a night drop envelope, that constitutes an authorization to repair. Additionally, if they send an email to the dealership...
Policy Evaluation Tool - 08/30/2021
... to a previous history of issues and the fact that the component was just out of warranty, the service manager elected to increase GM’s participation to 100%, with the customer’s participation 0%. Dealers are empowered to deviate...
A Warranty Administrators Day - 10/01/2021
... may also have a folder with claims that require additional information from a member of the service team (e.g. technician, service manager, or service advisor). Begin with the Pending folder. Log on to Global Warranty Management to either view...
Straight Time - 08/30/2021
... the actual time must be reasonable and any time over 2.0 labor hours must be fully authorized by service management with a signature/initials, date, time, and explanation. Straight time is to be submitted in the base labor field of the transaction. Since...
Labor Operation Selection - 06/29/2021
... an add on repair because you are still addressing the customer’s original concern so no service management authorization is required for the add on repair. Approval will be required if the transaction rejects for a repeat (pyramid) repair. That...
August 2021 Recall Update - 07/27/2021
... Degradation: The 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...
SPS Codes - 04/29/2021
... used to perform the programming event, using the following process:-- Select and start “Service Programming System (SPS)”.-- Select “Settings”.-- Select “Warranty Claim Code” tab. If the Warranty Claim Code you submitted...
Courtesy Transportation Program Coverage & Eligibility - 03/22/2021
... of fuel, and reimbursement of public transportation. Eligibility 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...
Engineering Information Bulletins - 01/27/2021
Engineering Information bulletins can be seen almost daily after logging into the Service Department in GlobalConnect. These bulletins, that will start with PIE, come from GM Engineering. They are looking for information to determine the root cause of...
Out of Warranty - 11/21/2022
Error 801: Odometer reading submitted exceeds the vehicle warranty distance limit. Error 802: The number of days in service exceeds the vehicle warranty time limit. Error 803: The number of days and distance exceeds the vehicle warranty limits. A dealer...
Bulletins - 09/26/2022
Over the course of the business day, the service team refers to countless bulletins and resources to provide support, justification, clarification, and resolution for service and warranty related issues. With the bulletin number you are easily able to...
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...
Customer Signatures and Acceptable Alternatives - 01/24/2023
... documents on a piece of paper what their concerns are, signs that paper, and hands it to the service advisor or puts it in a night drop envelope, that constitutes an authorization to repair. Additionally, if they send an email to the dealership stating...
What Would You Do? - 03/23 - 02/28/2023
... examples how would you handle the diagnosis time request?Example 1: A 2019 GMC Sierra was in the service department with a SES light on and running rough. The technician found DTC’s P0300, P0204, and P020D, #4 injector failing. #4 injector was...
Forum - 01/04/2024
802: The number of days in service exceeds the vehicle warranty time limit. The following are a few resources pertaining to a Policy Decision (Authorization Code A): Service Policies and Procedures Article 5.2 and Service Management Approvals and Transaction...
What Would You Do? - 04/24 - 03/23/2024
... The technician tested the battery, noted that it failed the test and replaced the battery. Service management signed the job card authorizing the performance of repairs and also provided authorization for a stock unit as the service advisor wrote...
Policy, Goodwill, & Customer Enthusiasm - 11/29/2023
... to submitting request. OnStar® – Plan upgrades or extension; past subscriber activation. Service Voucher – Email issued to the customer for $50 or $100 towards a one-time service or maintenance visit. Component Coverage Letter (CCL) –...
Policies & Procedures 2024 Update - 01/29/2024
The 2024 Service Policies and Procedures Manual was released on January 1. Several improvements and clarifications were included in the revised edition which are featured in this edition of the Warranty News. The Third-Party Labor Time Guide and...
Dongle Scan - 03/23/2023
... on 4/3/2023! GM has begun checking submitted warranty claims for an approved and completed dongle service lane scan (e.g. SAVI, eAdvisor, Tekion). Claims submitted without a dongle device scan will be denied or delayed until resolution. In those...
The Warranty Resource Center - 04/25/2023
... direct links to frequently used tools and sites in Global, including Global Warranty Management, Service Information, CPO Restricted Labor Ops, Service Advisor Vehicle Interface (SAVI), P&P Manuals and IVH. There are currently numerous SAVI/dongle...
SAVI Enhancements - 09/25/2023
... Dongle scans offer the ability to capture important vehicle information at the beginning of each service event and provide real-time quality data back to GM. The timeframe to complete a dongle scan has been extended to provide flexibility. GWM...
September 2019 Recall Update - 08/27/2019
Safety Recall N182182760-03: Loss of Power Steering Assist: The recall has been updated include a revised service procedure and parts table. The parts table was updated to provide clarification that Corvettes do not require steering gear bolt replacement....
Cost Comparison Worksheets - 08/27/2019
... not you are by checking the Items Not Allowed tab in Global Warranty. Go to Analyze Warranty/View Service Agent Profile to find the tab. While these worksheets are not required, they are recommended. If you choose to not take GM’s recommendation...
... rejected claim. Dealer Partner Security Coordinator (PSC) Admins are responsible for deactivating service advisors and technician profiles in a timely manner when the individual no longer is employed at the dealership. When two technicians are working...
September 2021 Recall Update - 08/30/2021
... High Voltage Battery May Melt or Burn: The recall bulletin has been updated to include a revised service procedure and the attention box. The labor codes have been changed and the labor times adjusted to reflect the additional state of charge setting...
Authorization to Perform Repairs - 08/30/2021
... those options. If your customer documents on this note what their concerns are and hands it to the service advisor or puts it in a night drop envelope, that constitutes an authorization to repair. Additionally, if they send an email to the dealership...
Policy Evaluation Tool - 08/30/2021
... to a previous history of issues and the fact that the component was just out of warranty, the service manager elected to increase GM’s participation to 100%, with the customer’s participation 0%. Dealers are empowered to deviate...
A Warranty Administrators Day - 10/01/2021
... may also have a folder with claims that require additional information from a member of the service team (e.g. technician, service manager, or service advisor). Begin with the Pending folder. Log on to Global Warranty Management to either view...
Straight Time - 08/30/2021
... the actual time must be reasonable and any time over 2.0 labor hours must be fully authorized by service management with a signature/initials, date, time, and explanation. Straight time is to be submitted in the base labor field of the transaction. Since...
Labor Operation Selection - 06/29/2021
... an add on repair because you are still addressing the customer’s original concern so no service management authorization is required for the add on repair. Approval will be required if the transaction rejects for a repeat (pyramid) repair. That...
August 2021 Recall Update - 07/27/2021
... Degradation: The 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...
SPS Codes - 04/29/2021
... used to perform the programming event, using the following process:-- Select and start “Service Programming System (SPS)”.-- Select “Settings”.-- Select “Warranty Claim Code” tab. If the Warranty Claim Code you submitted...
Courtesy Transportation Program Coverage & Eligibility - 03/22/2021
... of fuel, and reimbursement of public transportation. Eligibility 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...
Engineering Information Bulletins - 01/27/2021
Engineering Information bulletins can be seen almost daily after logging into the Service Department in GlobalConnect. These bulletins, that will start with PIE, come from GM Engineering. They are looking for information to determine the root cause of...
Out of Warranty - 11/21/2022
Error 801: Odometer reading submitted exceeds the vehicle warranty distance limit. Error 802: The number of days in service exceeds the vehicle warranty time limit. Error 803: The number of days and distance exceeds the vehicle warranty limits. A dealer...
Bulletins - 09/26/2022
Over the course of the business day, the service team refers to countless bulletins and resources to provide support, justification, clarification, and resolution for service and warranty related issues. With the bulletin number you are easily able to...
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...
Customer Signatures and Acceptable Alternatives - 01/24/2023
... documents on a piece of paper what their concerns are, signs that paper, and hands it to the service advisor or puts it in a night drop envelope, that constitutes an authorization to repair. Additionally, if they send an email to the dealership stating...
What Would You Do? - 03/23 - 02/28/2023
... examples how would you handle the diagnosis time request?Example 1: A 2019 GMC Sierra was in the service department with a SES light on and running rough. The technician found DTC’s P0300, P0204, and P020D, #4 injector failing. #4 injector was...
Forum - 01/04/2024
802: The number of days in service exceeds the vehicle warranty time limit. The following are a few resources pertaining to a Policy Decision (Authorization Code A): Service Policies and Procedures Article 5.2 and Service Management Approvals and Transaction...
What Would You Do? - 04/24 - 03/23/2024
... The technician tested the battery, noted that it failed the test and replaced the battery. Service management signed the job card authorizing the performance of repairs and also provided authorization for a stock unit as the service advisor wrote...
Policy, Goodwill, & Customer Enthusiasm - 11/29/2023
... to submitting request. OnStar® – Plan upgrades or extension; past subscriber activation. Service Voucher – Email issued to the customer for $50 or $100 towards a one-time service or maintenance visit. Component Coverage Letter (CCL) –...
Policies & Procedures 2024 Update - 01/29/2024
The 2024 Service Policies and Procedures Manual was released on January 1. Several improvements and clarifications were included in the revised edition which are featured in this edition of the Warranty News. The Third-Party Labor Time Guide and...
Dongle Scan - 03/23/2023
... on 4/3/2023! GM has begun checking submitted warranty claims for an approved and completed dongle service lane scan (e.g. SAVI, eAdvisor, Tekion). Claims submitted without a dongle device scan will be denied or delayed until resolution. In those...
The Warranty Resource Center - 04/25/2023
... direct links to frequently used tools and sites in Global, including Global Warranty Management, Service Information, CPO Restricted Labor Ops, Service Advisor Vehicle Interface (SAVI), P&P Manuals and IVH. There are currently numerous SAVI/dongle...
SAVI Enhancements - 09/25/2023
... Dongle scans offer the ability to capture important vehicle information at the beginning of each service event and provide real-time quality data back to GM. The timeframe to complete a dongle scan has been extended to provide flexibility. GWM...
September 2019 Recall Update - 08/27/2019
Safety Recall N182182760-03: Loss of Power Steering Assist: The recall has been updated include a revised service procedure and parts table. The parts table was updated to provide clarification that Corvettes do not require steering gear bolt replacement....
Cost Comparison Worksheets - 08/27/2019
... not you are by checking the Items Not Allowed tab in Global Warranty. Go to Analyze Warranty/View Service Agent Profile to find the tab. While these worksheets are not required, they are recommended. If you choose to not take GM’s recommendation...
Did You Know? - 07/30/2019
... Procedures bulletin 04-00-89-015, available as a quick policy reference and for a copy of the Service Management Approvals and Transaction Authorization Matrix The 8 key policies included in the bulletin are from the GM Service Policies & Procedures...
Diagnostic Time - 07/30/2019
Adapting to and embracing change can be a challenge for many service teams. Just when you think you have everyone on the same page, there is a new policy or update that throws a wrench in the works. Many service departments will have a team meeting, publish...
When Not to Add a Warranty Line - 07/30/2019
... labor, that will be claimed as Other Labor Hours, must be billed out on the original line. Service management approval for OLH does apply and it is possible that approval for excessive parts will be required as well, depending on the labor operation...
Authorization to Perform Repairs - 05/29/2019
Service management authorization for repairs performed on stock vehicles, new and used vehicles in inventory, require service management signature on the job card authorizing the work prior to the repair. Service management approval (explanation, date, ...
Goodwill Tools - 05/29/2019
... 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 something for them to turn the situation into a positive experience. 0600343...
The Fundamentals - 05/29/2019
... 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 customer signature line. Ensure that the customer signature...
Reject of the Month - Error code 073, 021, 072 - 10/24/2018
A 2018 Chevrolet Camaro with 6,000 miles was brought into the service department after the vehicle died while being driven down the road and would not start. After significant diagnosis and reaching out to TAC for assistance, the technician found a misaligned...
Bulletin Updates - 02/21/2019
Several important warranty and service bulletins have recently been revised. As with service technical bulletins, always be sure to reference the most current version. The key warranty administration bulletin, Required Operating Procedures Bulletin...
Courtesy Transportation - 02/27/2020
... for your customers and reimburses dealers to offset some of those costs. Options include shuttle service, rentals, fuel reimbursement, and public transportation reimbursement. Courtesy transportation may be made available for the following warranty coverage...
March 2020 Recall Update - 02/27/2020
... Engine Oil Consumption: The special coverage bulletin has been updated to include a revised service procedure section. Certain 2012 Chevrolet Equinox and GMC Terrain vehicles equipped with a 2.4L engine are involved in the program. Safety Recall 17248-01...
Important Bulletin Updates - 03/27/2020
... The revision also contains text updates as well as removing the article numbers associated with Service Policies & Procedures references. The bulletin contains 8 unique points that have been taken from the P&P Manual, including Authorization...
Reject of the Month - 02/27/2020
... potential to be charged 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...
Paint Blend Time - 10/23/2019
... repairs. Submit the latter two lines, and if they reject as a repeat repair, it is permissible for service management to approve these pyramid repairs after the first reject. The material allowance code represents the dollar amount...
August 2020 Recall Update - 07/30/2020
... vehicles equipped with a LFV (1.5L Turbo) engine. Customer Satisfaction Recall N192278390 Manual Service Disconnect Fuse Open: Approximately 9,100 vehicles are involved in the program that addresses a condition in which the manual service disconnect...
Policy Evaluation Tool Deviations - 11/25/2020
Earlier this year GM announced 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...
GM Employee Discount - 01/22/2018
The Certified Service GM Employee Discount Program has been extended for the 2018 calendar 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,...
Policy Decision - 04/23/2018
... as we currently know it. The 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...
Grading Criteria at a Glance - 09/27/2017
... 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 Agent...
Diagnosis Time - 07/25/2017
... tests were must be documented on the job card and are the basis to paying variable diagnosis time. Service management is responsible for assuring complete technician documentation and the reasonableness of diagnostic time claimed. Diagnostic add time...
One Labor Operation For Both Sides - 08/22/2017
... the OLH in this scenario is not true OLH, a separate time recording is not required. Additionally, service management authorization is not required. The OLH paid to the technician would be whatever the base time shown for the labor operation is, minus...
Concern Not Duplicated Labor Operations - 08/22/2017
... 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 submission. The use of these labor operations has requirements: CCND...
GWM User Manual - 12/21/2016
... to help with the warranty administration process. It may be to simply get more information on a service policy or to find out what a transaction type is within Global Warranty Management. The Global Warranty Management User Manual is intended to...
Certified Elite - 02/17/2017
... 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 higher, and Q4 STS 200% or higher. 100 points are achieved for...
Field Action Completion - 05/22/2017
At time of write up, check IVH for open field actions on every vehicle that enters the service drive. Doing so will provide the service advisor with the opportunity to bring field actions to the customer’s attention, as well as encourage completion...
Rental Policies - 10/26/2016
... three rental days without any authorization. Previously, that empowerment was up to 5 days, with service management approval for 4 and 5 days. As of October 1st, 2016, your DMA/DMC must be notified by the fourth day via the Dealer Aftersales Empowerment...
... Procedures bulletin 04-00-89-015, available as a quick policy reference and for a copy of the Service Management Approvals and Transaction Authorization Matrix The 8 key policies included in the bulletin are from the GM Service Policies & Procedures...
Diagnostic Time - 07/30/2019
Adapting to and embracing change can be a challenge for many service teams. Just when you think you have everyone on the same page, there is a new policy or update that throws a wrench in the works. Many service departments will have a team meeting, publish...
When Not to Add a Warranty Line - 07/30/2019
... labor, that will be claimed as Other Labor Hours, must be billed out on the original line. Service management approval for OLH does apply and it is possible that approval for excessive parts will be required as well, depending on the labor operation...
Authorization to Perform Repairs - 05/29/2019
Service management authorization for repairs performed on stock vehicles, new and used vehicles in inventory, require service management signature on the job card authorizing the work prior to the repair. Service management approval (explanation, date, ...
Goodwill Tools - 05/29/2019
... 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 something for them to turn the situation into a positive experience. 0600343...
The Fundamentals - 05/29/2019
... 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 customer signature line. Ensure that the customer signature...
Reject of the Month - Error code 073, 021, 072 - 10/24/2018
A 2018 Chevrolet Camaro with 6,000 miles was brought into the service department after the vehicle died while being driven down the road and would not start. After significant diagnosis and reaching out to TAC for assistance, the technician found a misaligned...
Bulletin Updates - 02/21/2019
Several important warranty and service bulletins have recently been revised. As with service technical bulletins, always be sure to reference the most current version. The key warranty administration bulletin, Required Operating Procedures Bulletin...
Courtesy Transportation - 02/27/2020
... for your customers and reimburses dealers to offset some of those costs. Options include shuttle service, rentals, fuel reimbursement, and public transportation reimbursement. Courtesy transportation may be made available for the following warranty coverage...
March 2020 Recall Update - 02/27/2020
... Engine Oil Consumption: The special coverage bulletin has been updated to include a revised service procedure section. Certain 2012 Chevrolet Equinox and GMC Terrain vehicles equipped with a 2.4L engine are involved in the program. Safety Recall 17248-01...
Important Bulletin Updates - 03/27/2020
... The revision also contains text updates as well as removing the article numbers associated with Service Policies & Procedures references. The bulletin contains 8 unique points that have been taken from the P&P Manual, including Authorization...
Reject of the Month - 02/27/2020
... potential to be charged 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...
Paint Blend Time - 10/23/2019
... repairs. Submit the latter two lines, and if they reject as a repeat repair, it is permissible for service management to approve these pyramid repairs after the first reject. The material allowance code represents the dollar amount...
August 2020 Recall Update - 07/30/2020
... vehicles equipped with a LFV (1.5L Turbo) engine. Customer Satisfaction Recall N192278390 Manual Service Disconnect Fuse Open: Approximately 9,100 vehicles are involved in the program that addresses a condition in which the manual service disconnect...
Policy Evaluation Tool Deviations - 11/25/2020
Earlier this year GM announced 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...
GM Employee Discount - 01/22/2018
The Certified Service GM Employee Discount Program has been extended for the 2018 calendar 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,...
Policy Decision - 04/23/2018
... as we currently know it. The 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...
Grading Criteria at a Glance - 09/27/2017
... 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 Agent...
Diagnosis Time - 07/25/2017
... tests were must be documented on the job card and are the basis to paying variable diagnosis time. Service management is responsible for assuring complete technician documentation and the reasonableness of diagnostic time claimed. Diagnostic add time...
One Labor Operation For Both Sides - 08/22/2017
... the OLH in this scenario is not true OLH, a separate time recording is not required. Additionally, service management authorization is not required. The OLH paid to the technician would be whatever the base time shown for the labor operation is, minus...
Concern Not Duplicated Labor Operations - 08/22/2017
... 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 submission. The use of these labor operations has requirements: CCND...
GWM User Manual - 12/21/2016
... to help with the warranty administration process. It may be to simply get more information on a service policy or to find out what a transaction type is within Global Warranty Management. The Global Warranty Management User Manual is intended to...
Certified Elite - 02/17/2017
... 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 higher, and Q4 STS 200% or higher. 100 points are achieved for...
Field Action Completion - 05/22/2017
At time of write up, check IVH for open field actions on every vehicle that enters the service drive. Doing so will provide the service advisor with the opportunity to bring field actions to the customer’s attention, as well as encourage completion...
Rental Policies - 10/26/2016
... three rental days without any authorization. Previously, that empowerment was up to 5 days, with service management approval for 4 and 5 days. As of October 1st, 2016, your DMA/DMC must be notified by the fourth day via the Dealer Aftersales Empowerment...
Bulletin Update - 08/23/2016
... cause code fields. The transaction must be submitted prior to or at the time of the first service. The Foreign Tourist VIN indicator must not be selected with this type of transaction. Important: although the indicator is not selected for...
Engineering Information Bulletins - 07/28/2016
... into your dealership, these applications must be used to review information about the vehicle. Service Information is one section in this report and the most common type seen is EI, which stands for Engineering Information. Next to the word "Type" you...
Special Coverage - 04/12/2013
... the repair outlined within the bulletin performed prior to receiving the notification. The service agent confirmed the open coverage in IVH. The vehicle was also within the time and mileage parameters as outlined within the special coverage. A...
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...
WSC Rejects - 03/11/2013
... preventing payment. Remember, if there is a dealer correctable error code on the transaction, the service agent will not be able to submit the transaction for GM Authorization.What are some of the reasons that the WSC rejects the claim back to the service...
Policy Repairs on Electronic Exchange Components - 07/03/2013
... amount cannot be applied as stated in bulletin 11-00-89-005. Since the exchange is sent to the service agent at no cost, the only dollar amount the customer can be billed for are labour charges. Because the exchange component is billed out at no cost...
Midtronics GR8 Battery Tester Code now 15 Digits - 11/18/2013
... to 15 digits from 10. The longer code captures critical information in failed batteries. All service agents are being asked to have their equipment software updated to the new level by December 1st, 2013. After this date, the previous 10-digit codes...
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"...
Transmission Replacements - 10/08/2012
... worksheet and repair/replace estimate to the job card; retain all documentation in the service history file.If the DMA has authorized replacement of an engine or transfer case assembly, the service agent must contact the PQC. The PQC will create a pre-approval...
Warranty Repairs on Stock Vehicles - 12/18/2012
... in the Policies and Procedures manual titled "Reconditioning" that addresses warranty repairs on a service agent's used stock vehicles. The key point in the article is simply reconditioning or refurbishing a stock vehicle to make it more attractive,...
GMPP Rental Vehicle Claims - 08/09/2012
... This policy applies to all types of substitute transportation.The number of days required for service must be appropriate for the actual service performed.The dealer and the customer must understand that the rental benefits only continue as long as it...
Certified Pre-Owned Operations Guide - 08/09/2012
... if submitted; however, if it is believed that a part failed 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...
A Second Radio Replacement - 01/19/2012
... is made, a TAC case number will be provided. This case number must be provided to the Electronic Service Center in order for a second radio to be sent to the dealership. This requirement is for all model year GM cars and trucks. Service advisors,...
March 2012 Recall Update - 03/08/2012
... to the tread area. Goodyear has decided to replace qualifying tires. Goodyear issued a Product Service Bulletin (PSB) in late January, 2012, that indicates tires that are involved in the campaign. The offer for free replacement is extended through July...
Reject of the Month - 07/01/2014
... on 2012-2014 model year vehicles. The warranty administrator discussed the situation with the service manager in order to advise the repairing technicians that the service procedure is different for the different model year vehicles. Even though...
Details of Cause and Correction - 05/09/2014
... three C's are one of the more basic pieces of required information on a warranty job card. The service advisor is responsible for documenting the first piece of information associated with the repair, a description of each customer concern. The advisor...
Warranty Parts Center Shipping Labels - 05/09/2014
Shipping parts to the Warranty Parts Center is a requirement for every service agent when requested. Paperwork must be included both inside the box being shipped and attached to the outside of the box. UPS is the shipping company used to ship parts, (Central...
Certified Elite Criteria - 07/01/2014
... Loyalty percentages, the following thresholds remain unchanged; Repeat Repairs of 3.0% or less, Service Training Standards 100% or higher, and Dealership Field Action Closure Rate of 90%. The benefits associated with Certified Elite status will be granted...
Engineering Information - 02/27/2014
... the engineer listed in the bulletin prior, to and sometimes during the repair process. Service agents are made aware of Engineering Information bulletins with a message in Global Connect. Vehicles that qualify will be flagged in the Investigate...
Labour Code Application - 01/28/2014
... 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 prior to the repairs being performed. When there is only one customer...
Transportation Claim Inspections Process - 05/09/2014
... 5 minutes is allowed to spray wash the vehicle. If there is no damage or missing items, the service agent inspector must sign the delivery receipt provided by the carrier and the carrier will give the service agent a signed copy. Once the delivery receipt...
Full Disclosure - 02/27/2014
Any time a service agent modifies a vehicle prior 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...
Unintended Ignition Key Rotation Clarification - 10/03/2014
Recall 14172, 14299, and 14350 Service Option 1: Key Rings and Insert - To complete the repair on 1 vehicle involved in recall 14172, 14299, or 14350 using insert, part number 23279477, and key rings, either 23232599, 23247262, or 13598784, you will need...
Spring Clean-Up - 03/26/2015
... are already doing on a daily basis overwhelm you? We can help! We offer a Warranty Claims Clean-Up Service that provides a solution for Warranty Administration Program members to effectively reconcile their warranty schedule. The service provides peace...
Reject of the Month - 03/26/2015
... 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 a result these VIN's had not previously been saved in...
... cause code fields. The transaction must be submitted prior to or at the time of the first service. The Foreign Tourist VIN indicator must not be selected with this type of transaction. Important: although the indicator is not selected for...
Engineering Information Bulletins - 07/28/2016
... into your dealership, these applications must be used to review information about the vehicle. Service Information is one section in this report and the most common type seen is EI, which stands for Engineering Information. Next to the word "Type" you...
Special Coverage - 04/12/2013
... the repair outlined within the bulletin performed prior to receiving the notification. The service agent confirmed the open coverage in IVH. The vehicle was also within the time and mileage parameters as outlined within the special coverage. A...
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...
WSC Rejects - 03/11/2013
... preventing payment. Remember, if there is a dealer correctable error code on the transaction, the service agent will not be able to submit the transaction for GM Authorization.What are some of the reasons that the WSC rejects the claim back to the service...
Policy Repairs on Electronic Exchange Components - 07/03/2013
... amount cannot be applied as stated in bulletin 11-00-89-005. Since the exchange is sent to the service agent at no cost, the only dollar amount the customer can be billed for are labour charges. Because the exchange component is billed out at no cost...
Midtronics GR8 Battery Tester Code now 15 Digits - 11/18/2013
... to 15 digits from 10. The longer code captures critical information in failed batteries. All service agents are being asked to have their equipment software updated to the new level by December 1st, 2013. After this date, the previous 10-digit codes...
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"...
Transmission Replacements - 10/08/2012
... worksheet and repair/replace estimate to the job card; retain all documentation in the service history file.If the DMA has authorized replacement of an engine or transfer case assembly, the service agent must contact the PQC. The PQC will create a pre-approval...
Warranty Repairs on Stock Vehicles - 12/18/2012
... in the Policies and Procedures manual titled "Reconditioning" that addresses warranty repairs on a service agent's used stock vehicles. The key point in the article is simply reconditioning or refurbishing a stock vehicle to make it more attractive,...
GMPP Rental Vehicle Claims - 08/09/2012
... This policy applies to all types of substitute transportation.The number of days required for service must be appropriate for the actual service performed.The dealer and the customer must understand that the rental benefits only continue as long as it...
Certified Pre-Owned Operations Guide - 08/09/2012
... if submitted; however, if it is believed that a part failed 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...
A Second Radio Replacement - 01/19/2012
... is made, a TAC case number will be provided. This case number must be provided to the Electronic Service Center in order for a second radio to be sent to the dealership. This requirement is for all model year GM cars and trucks. Service advisors,...
March 2012 Recall Update - 03/08/2012
... to the tread area. Goodyear has decided to replace qualifying tires. Goodyear issued a Product Service Bulletin (PSB) in late January, 2012, that indicates tires that are involved in the campaign. The offer for free replacement is extended through July...
Reject of the Month - 07/01/2014
... on 2012-2014 model year vehicles. The warranty administrator discussed the situation with the service manager in order to advise the repairing technicians that the service procedure is different for the different model year vehicles. Even though...
Details of Cause and Correction - 05/09/2014
... three C's are one of the more basic pieces of required information on a warranty job card. The service advisor is responsible for documenting the first piece of information associated with the repair, a description of each customer concern. The advisor...
Warranty Parts Center Shipping Labels - 05/09/2014
Shipping parts to the Warranty Parts Center is a requirement for every service agent when requested. Paperwork must be included both inside the box being shipped and attached to the outside of the box. UPS is the shipping company used to ship parts, (Central...
Certified Elite Criteria - 07/01/2014
... Loyalty percentages, the following thresholds remain unchanged; Repeat Repairs of 3.0% or less, Service Training Standards 100% or higher, and Dealership Field Action Closure Rate of 90%. The benefits associated with Certified Elite status will be granted...
Engineering Information - 02/27/2014
... the engineer listed in the bulletin prior, to and sometimes during the repair process. Service agents are made aware of Engineering Information bulletins with a message in Global Connect. Vehicles that qualify will be flagged in the Investigate...
Labour Code Application - 01/28/2014
... 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 prior to the repairs being performed. When there is only one customer...
Transportation Claim Inspections Process - 05/09/2014
... 5 minutes is allowed to spray wash the vehicle. If there is no damage or missing items, the service agent inspector must sign the delivery receipt provided by the carrier and the carrier will give the service agent a signed copy. Once the delivery receipt...
Full Disclosure - 02/27/2014
Any time a service agent modifies a vehicle prior 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...
Unintended Ignition Key Rotation Clarification - 10/03/2014
Recall 14172, 14299, and 14350 Service Option 1: Key Rings and Insert - To complete the repair on 1 vehicle involved in recall 14172, 14299, or 14350 using insert, part number 23279477, and key rings, either 23232599, 23247262, or 13598784, you will need...
Spring Clean-Up - 03/26/2015
... are already doing on a daily basis overwhelm you? We can help! We offer a Warranty Claims Clean-Up Service that provides a solution for Warranty Administration Program members to effectively reconcile their warranty schedule. The service provides peace...
Reject of the Month - 03/26/2015
... 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 a result these VIN's had not previously been saved in...
Reject of the Month - 04/28/2015
... thought provoking rejects.A dealer submitted a ZSET transaction for the installation of a service agent installed option for the wheel lock package. The claim was submitted with the appropriate part and labor operation at no charge. The warranty administrator...
Clocking OLH on Flag Sheets - 04/28/2015
... in a situation where OLH may be needed in the repair, the first thing they must do is contact service management for permission to proceed with what may or may not be paid OLH. Service management must sign, date, and record the time they approved going...
October 2015 Recall Update - 10/02/2015
... Inspect Generator Control Module: The recall bulletin has been updated to include revisions to the service procedure and the part information sections. The requirement to inspect the new module prior to vehicle installation has been removed. The recall...
PDI Debits on Vehicles Sold with Open Recalls - 10/02/2015
... out the money. It is recommended that every dealership has a process in place to ensure all service agent owned vehicles get open recalls completed. The Field Action Inventory Reports link under Applications in GlobalConnect will list the vehicles...
Cross-Line Warranty - 07/29/2015
... vehicle may be performed at that dealership. When performing cross-line warranty repairs, service agents must determine if their technicians have the necessary training, tools, and parts. Additionally, service agents are prohibited from promoting...
August 2015 Recall Update - 07/29/2015
Safety Recall 09226C: Fuel Odor or Spotting on Ground: The service procedure section of the recall bulletin has been revised. If the technician determines that the fuel pump module requires replacement, dealers are also to replace the fuel tank and fuel...
Reject of the Month - 01/11/2016
... for restriction reason BT on VIN xxxx. Error 825: Labor code xxxxx is not covered by service contract or special coverage.Article 1.5 of the Service Policies & Procedures Manual states the following in regard to Voided Warranties and Branded...
Special Instructions: Recall 15240 - 02/02/2016
... of customer satisfaction. Dealers should submit a policy warranty transaction to cover this service. Depending on a dealer's self-authorization or empowerment level, this ZREG transaction type may require routing for GM authorization. Since lift gate...
Reject of the Month - 02/02/2016
... of a repair performed on a vehicle in the dealer's inventory. For example:On November 5, 2015, a service advisor opened a job card for the repair of the door locks on a 2015 Chevrolet Malibu. The technician found an internal short in the BCM causing...
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...
Details of the Cause and Correction - 05/24/2016
The Service P&P states the following in regards to what is required of the technician when it comes to documenting the cause of failure and what was done to correct that failure: The complete cause of the failure and a detailed correction as stated...
Global Warranty Management - 04/13/2010
The service department may have noticed a slight change in the Applicable Warranties section of the Investigate Vehicle History feature in comparison to GMVIS. While the applicable warranties section in GWM displays the warranty start/end date and effective/end...
Global Warranty Management User Manual - 01/06/2010
... to help with the warranty administration process. It may be to simply get more information on a service policy or to find out what a transaction type is within Global Warranty Management. The latest reference tool for the dealership is the GWM User Manual...
Special Policies Performed On Vehicles With No Special Policies - 04/27/2011
... the special policy terms or vehicles involved are made available in SI. If a customer comes in for service and their concern is outlined by a special coverage bulletin, the service agent may perform the needed repairs. When completed, the repair is submitted...
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...
Recall Completion - 06/30/2011
... whenever a vehicle subject to a product field action enters your vehicle inventory, or is at the Service Agent for service in the future, you must take the steps necessary to be sure the correction has been made before selling or releasing the vehicle....
No Open Recalls - 06/08/2011
... recalls on vehicles without open recalls. There are a few different scenarios that may prompt a service department to perform a recall when no open recall exists.The recall may have been previously performed and the part involved has failed. Depending...
Vehicle Modification and Warranty Repairs - 11/17/2011
... your technicians discover a modification or tampering situation, they must contact their service manager. The job card must detail all of the steps taken during diagnosis and include the facts supporting the condition, including photographs. Other labour...
CBG CPO Maintenance Plan - 10/14/2011
... the dealer will benefit from the new maintenance plan; the customer will enjoy covered maintenance services while the dealer will see an increase in service department traffic, possibly leading to additional service revenue. ...
2011 Vehicle Tire Warranty - 09/19/2011
... the top, select Warranty Help Cards and you can download this table for free. 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...
Warranty Awareness - 03/10/2011
... warranty is understanding who carries what responsibility in the warranty process. Everyone in the service, parts and warranty administration departments plays an important role in the warranty process. Review the role of the service and parts advisors,...
Basic Documentation - 01/19/2011
... time for new ideas and fresh perspective. Making a New Year's resolution for your warranty and service departments can set a positive foundation for the year to come. There are many ways that one can attack the world of warranty administration to start...
Warranty Performance Analysis - Review of past three years - 12/24/2010
... review prior to claims submission. In any life transaction, be it buying a suit, or having a car serviced, the client and salesperson/service advisor both have certain expectations of each other. It is meeting those expectations that are part and parcel...
Customer Enthusiasm Repairs - 09/16/2010
... 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 care beyond the warranty...
Customer Satisfaction Recall 09237C - 08/10/2010
... date. The program has been updated to include a revision to the Parts Information 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...
... thought provoking rejects.A dealer submitted a ZSET transaction for the installation of a service agent installed option for the wheel lock package. The claim was submitted with the appropriate part and labor operation at no charge. The warranty administrator...
Clocking OLH on Flag Sheets - 04/28/2015
... in a situation where OLH may be needed in the repair, the first thing they must do is contact service management for permission to proceed with what may or may not be paid OLH. Service management must sign, date, and record the time they approved going...
October 2015 Recall Update - 10/02/2015
... Inspect Generator Control Module: The recall bulletin has been updated to include revisions to the service procedure and the part information sections. The requirement to inspect the new module prior to vehicle installation has been removed. The recall...
PDI Debits on Vehicles Sold with Open Recalls - 10/02/2015
... out the money. It is recommended that every dealership has a process in place to ensure all service agent owned vehicles get open recalls completed. The Field Action Inventory Reports link under Applications in GlobalConnect will list the vehicles...
Cross-Line Warranty - 07/29/2015
... vehicle may be performed at that dealership. When performing cross-line warranty repairs, service agents must determine if their technicians have the necessary training, tools, and parts. Additionally, service agents are prohibited from promoting...
August 2015 Recall Update - 07/29/2015
Safety Recall 09226C: Fuel Odor or Spotting on Ground: The service procedure section of the recall bulletin has been revised. If the technician determines that the fuel pump module requires replacement, dealers are also to replace the fuel tank and fuel...
Reject of the Month - 01/11/2016
... for restriction reason BT on VIN xxxx. Error 825: Labor code xxxxx is not covered by service contract or special coverage.Article 1.5 of the Service Policies & Procedures Manual states the following in regard to Voided Warranties and Branded...
Special Instructions: Recall 15240 - 02/02/2016
... of customer satisfaction. Dealers should submit a policy warranty transaction to cover this service. Depending on a dealer's self-authorization or empowerment level, this ZREG transaction type may require routing for GM authorization. Since lift gate...
Reject of the Month - 02/02/2016
... of a repair performed on a vehicle in the dealer's inventory. For example:On November 5, 2015, a service advisor opened a job card for the repair of the door locks on a 2015 Chevrolet Malibu. The technician found an internal short in the BCM causing...
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...
Details of the Cause and Correction - 05/24/2016
The Service P&P states the following in regards to what is required of the technician when it comes to documenting the cause of failure and what was done to correct that failure: The complete cause of the failure and a detailed correction as stated...
Global Warranty Management - 04/13/2010
The service department may have noticed a slight change in the Applicable Warranties section of the Investigate Vehicle History feature in comparison to GMVIS. While the applicable warranties section in GWM displays the warranty start/end date and effective/end...
Global Warranty Management User Manual - 01/06/2010
... to help with the warranty administration process. It may be to simply get more information on a service policy or to find out what a transaction type is within Global Warranty Management. The latest reference tool for the dealership is the GWM User Manual...
Special Policies Performed On Vehicles With No Special Policies - 04/27/2011
... the special policy terms or vehicles involved are made available in SI. If a customer comes in for service and their concern is outlined by a special coverage bulletin, the service agent may perform the needed repairs. When completed, the repair is submitted...
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...
Recall Completion - 06/30/2011
... whenever a vehicle subject to a product field action enters your vehicle inventory, or is at the Service Agent for service in the future, you must take the steps necessary to be sure the correction has been made before selling or releasing the vehicle....
No Open Recalls - 06/08/2011
... recalls on vehicles without open recalls. There are a few different scenarios that may prompt a service department to perform a recall when no open recall exists.The recall may have been previously performed and the part involved has failed. Depending...
Vehicle Modification and Warranty Repairs - 11/17/2011
... your technicians discover a modification or tampering situation, they must contact their service manager. The job card must detail all of the steps taken during diagnosis and include the facts supporting the condition, including photographs. Other labour...
CBG CPO Maintenance Plan - 10/14/2011
... the dealer will benefit from the new maintenance plan; the customer will enjoy covered maintenance services while the dealer will see an increase in service department traffic, possibly leading to additional service revenue. ...
2011 Vehicle Tire Warranty - 09/19/2011
... the top, select Warranty Help Cards and you can download this table for free. 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...
Warranty Awareness - 03/10/2011
... warranty is understanding who carries what responsibility in the warranty process. Everyone in the service, parts and warranty administration departments plays an important role in the warranty process. Review the role of the service and parts advisors,...
Basic Documentation - 01/19/2011
... time for new ideas and fresh perspective. Making a New Year's resolution for your warranty and service departments can set a positive foundation for the year to come. There are many ways that one can attack the world of warranty administration to start...
Warranty Performance Analysis - Review of past three years - 12/24/2010
... review prior to claims submission. In any life transaction, be it buying a suit, or having a car serviced, the client and salesperson/service advisor both have certain expectations of each other. It is meeting those expectations that are part and parcel...
Customer Enthusiasm Repairs - 09/16/2010
... 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 care beyond the warranty...
Customer Satisfaction Recall 09237C - 08/10/2010
... date. The program has been updated to include a revision to the Parts Information 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...
A very sad audit - 10/13/2010
... and arrange to return the next week. He would be joined by the warranty audit manager, the local service representative and a retired service representative, and the audit would be expanded to encompass the full 12-month period ending with the date that...
What Really Needs to be Printed? - 12/24/2010
... printed and attached the repair bulletin used in performing vehicle repairs. Technicians and/or service advisors printed recall bulletins and attached them to the job card. Investigate Vehicle History (IVH) was printed on (almost) every vehicle that...
Safety Recall 10370A - 01/19/2011
... some cases, the driver safety belt buckles. This condition may affect up to 97,000 vehicles. The service procedure is specific for each individual model: both the driver and passenger seat belt buckles on the SRX require rework; the rework procedure...
Safety Recall 10426D - 01/19/2011
... The recall has been updated due to an expansion in the vehicle population. Both the parts and service sections have also been updated. The most recent update addresses Step 9 of the service procedure which includes the inspection procedure to determine...
Recall/Campaign Review - 02/23/2011
... We know that reviewing and completing open 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...
Coolant Leak - 08/09/2011
... may be caused from a coolant surge tank hose, cap or tank leak or could be residual from a recent service. The service procedure contained within the bulletin advises the technician to first check for a leak or coolant residue. If a leak is found at...
GMPP CARES Goes Online - 09/19/2011
... online system sometime this fall. The web address is www.gmppcares.com. 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...
Empowerment Options - 08/09/2011
... Z7410 is used at submission with the dollar amount for the manufacturer recommended maintenance service entered in miscellaneous net.Option 3: Operation Z7920 is used to claim non-warranty expenses (i.e. lodging or meals) incurred by a customer as a...
October 2011 Recall Update - 10/14/2011
... for the remaining 50%. The special coverage policy has been updated to reflect an addition to the service procedure. A note has been added for the technician to ensure that the blue wires on the fuel sensor board are seated in the connector prior to...
Personal Property Damage - 06/30/2011
... costs. If the damage is too ingrained in the leather and the coat will have to be replaced, service management can reimburse the cost of purchasing a new coat as well. However, consider the age and overall condition of the coat before offering a full...
Summer Car Care Inspections - 04/27/2011
Summer is right around the corner and so is another opportunity to increase your service department's traffic and revenue. With warmer weather upon us and vacation season about to hit high gear, it is the perfect time to offer a Summer Car Care Inspection....
Missed Revenue - Parts Inventory - 02/04/2010
... to improve navigation on the icy, slippery roads. Another customer brought their vehicle in to the service department for a warranty repair on the driver's side window regulator; the window was very noisy going up and down. Yet another customer, an independent...
GWM: Program Information - 04/28/2016
... Program includes scheduled maintenance for a period of 2 years/24,000 miles, with a limit of two service events. The labor operation and reimbursement amount are included in the guide.The GM Dealership Policies, Procedures and Guides link within Quick...
Selecting the Correct Labor Operation - 04/08/2016
... customer concern should result in one repair line, unless otherwise directed by a service bulletin.If the customer has multiple concerns, those concerns should be written as separate lines on the job card. If those concerns have a different cause of...
Defective Parts - 03/01/2016
... from a gear or a discolored tail light lens, etc, is to be returned to GMCCA for credit. GM service agents are to submit an Application to Return Material via RAPID, or a PC 659 via mail for non-RAPID service agents. A warranty transaction is not to...
OEM, Reman Engine, and Automatic Transmission/Transaxle Identification - 01/11/2016
... how to find engine and automatic transmission/transaxle identification information for OEM built service engines, manufactured for GM engines, and re-manufactured for GM service engines. For component information on an original equipment engine, access...
Wheel Alignment Policy Updates - 10/23/2015
... Requirements, and Recommendations was updated significantly. The requirement of service manager approval for alignments between 500 and 7,500 miles has been eliminated. Additionally, the Wheel Alignment Job Card Questionnaire has been revised. The...
The Next Generation GlobalConnect: - 07/29/2015
... in the My Shortcuts area for warranty administration include: GWM, IVH/Consultant Dashboard, Service Main Page, SI, Field Action Information, Field Action Inventory Reports, Service Forms, and the Service Policy and Procedures Manual. Only those...
Sublet Repairs - 07/29/2015
... is a very high likelihood that the Warranty Support Center will deny payment and instruct the service agent to reduce the price to published time. To avoid this scenario, calculate what the job would pay if done at a dealership and inform the sublet...
Maintenance - 10/23/2015
The Included Maintenance Program applies to 2016 model year Chevrolet, Buick, and GMC vehicles. The program offers two service events within 24 months or 24,000 miles. This program has been very successful for dealers by encouraging customers to return...
Cadillac Recall 14352 - 08/05/2014
... them with a full vehicle detail for their 2015MY Escalade. The mailings began July 14, 2014. The services that are expected to be delivered in conjunction with the full vehicle detail must include the following:Interior: vacuum, shampoo/steam clean carpets,...
December 2014 Recall Update - 11/25/2014
... Buick Encore, Cadillac ATS four-door, and 2014 Cadillac CTS sedan (VIN A) vehicles that were serviced with a suspect part are involved in the recall to replace both front outboard lap belt pretensioners. There are approximately 48,000 vehicles involved....
Recall Status: Incomplete Remedy Not Yet Available - 10/03/2014
... publish all of the VINs associated with a Safety or Safety-related Non-Compliance Recall on a web service that is accessible from both the NHTSA ODI and GM Owner Center web sites. The publication requirement must be met within 24 hours of a notice of...
Waiving the Diagnostic Fee - 12/19/2014
... customer. They will direct the customer to the closest franchise dealership, after contacting the service manager of that dealership, and the technician will be paid up to 1 hour for their time involved in the diagnosis process. If the customer declines...
Related Documents - 12/19/2014
In 2010, GM published bulletin 10-00-89-016 to announce an enhancement to Service Information that would allow technicians to select the correct labour operation based on the repair procedure they used in SI. GM states in the Service P&P manual that...
... and arrange to return the next week. He would be joined by the warranty audit manager, the local service representative and a retired service representative, and the audit would be expanded to encompass the full 12-month period ending with the date that...
What Really Needs to be Printed? - 12/24/2010
... printed and attached the repair bulletin used in performing vehicle repairs. Technicians and/or service advisors printed recall bulletins and attached them to the job card. Investigate Vehicle History (IVH) was printed on (almost) every vehicle that...
Safety Recall 10370A - 01/19/2011
... some cases, the driver safety belt buckles. This condition may affect up to 97,000 vehicles. The service procedure is specific for each individual model: both the driver and passenger seat belt buckles on the SRX require rework; the rework procedure...
Safety Recall 10426D - 01/19/2011
... The recall has been updated due to an expansion in the vehicle population. Both the parts and service sections have also been updated. The most recent update addresses Step 9 of the service procedure which includes the inspection procedure to determine...
Recall/Campaign Review - 02/23/2011
... We know that reviewing and completing open 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...
Coolant Leak - 08/09/2011
... may be caused from a coolant surge tank hose, cap or tank leak or could be residual from a recent service. The service procedure contained within the bulletin advises the technician to first check for a leak or coolant residue. If a leak is found at...
GMPP CARES Goes Online - 09/19/2011
... online system sometime this fall. The web address is www.gmppcares.com. 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...
Empowerment Options - 08/09/2011
... Z7410 is used at submission with the dollar amount for the manufacturer recommended maintenance service entered in miscellaneous net.Option 3: Operation Z7920 is used to claim non-warranty expenses (i.e. lodging or meals) incurred by a customer as a...
October 2011 Recall Update - 10/14/2011
... for the remaining 50%. The special coverage policy has been updated to reflect an addition to the service procedure. A note has been added for the technician to ensure that the blue wires on the fuel sensor board are seated in the connector prior to...
Personal Property Damage - 06/30/2011
... costs. If the damage is too ingrained in the leather and the coat will have to be replaced, service management can reimburse the cost of purchasing a new coat as well. However, consider the age and overall condition of the coat before offering a full...
Summer Car Care Inspections - 04/27/2011
Summer is right around the corner and so is another opportunity to increase your service department's traffic and revenue. With warmer weather upon us and vacation season about to hit high gear, it is the perfect time to offer a Summer Car Care Inspection....
Missed Revenue - Parts Inventory - 02/04/2010
... to improve navigation on the icy, slippery roads. Another customer brought their vehicle in to the service department for a warranty repair on the driver's side window regulator; the window was very noisy going up and down. Yet another customer, an independent...
GWM: Program Information - 04/28/2016
... Program includes scheduled maintenance for a period of 2 years/24,000 miles, with a limit of two service events. The labor operation and reimbursement amount are included in the guide.The GM Dealership Policies, Procedures and Guides link within Quick...
Selecting the Correct Labor Operation - 04/08/2016
... customer concern should result in one repair line, unless otherwise directed by a service bulletin.If the customer has multiple concerns, those concerns should be written as separate lines on the job card. If those concerns have a different cause of...
Defective Parts - 03/01/2016
... from a gear or a discolored tail light lens, etc, is to be returned to GMCCA for credit. GM service agents are to submit an Application to Return Material via RAPID, or a PC 659 via mail for non-RAPID service agents. A warranty transaction is not to...
OEM, Reman Engine, and Automatic Transmission/Transaxle Identification - 01/11/2016
... how to find engine and automatic transmission/transaxle identification information for OEM built service engines, manufactured for GM engines, and re-manufactured for GM service engines. For component information on an original equipment engine, access...
Wheel Alignment Policy Updates - 10/23/2015
... Requirements, and Recommendations was updated significantly. The requirement of service manager approval for alignments between 500 and 7,500 miles has been eliminated. Additionally, the Wheel Alignment Job Card Questionnaire has been revised. The...
The Next Generation GlobalConnect: - 07/29/2015
... in the My Shortcuts area for warranty administration include: GWM, IVH/Consultant Dashboard, Service Main Page, SI, Field Action Information, Field Action Inventory Reports, Service Forms, and the Service Policy and Procedures Manual. Only those...
Sublet Repairs - 07/29/2015
... is a very high likelihood that the Warranty Support Center will deny payment and instruct the service agent to reduce the price to published time. To avoid this scenario, calculate what the job would pay if done at a dealership and inform the sublet...
Maintenance - 10/23/2015
The Included Maintenance Program applies to 2016 model year Chevrolet, Buick, and GMC vehicles. The program offers two service events within 24 months or 24,000 miles. This program has been very successful for dealers by encouraging customers to return...
Cadillac Recall 14352 - 08/05/2014
... them with a full vehicle detail for their 2015MY Escalade. The mailings began July 14, 2014. The services that are expected to be delivered in conjunction with the full vehicle detail must include the following:Interior: vacuum, shampoo/steam clean carpets,...
December 2014 Recall Update - 11/25/2014
... Buick Encore, Cadillac ATS four-door, and 2014 Cadillac CTS sedan (VIN A) vehicles that were serviced with a suspect part are involved in the recall to replace both front outboard lap belt pretensioners. There are approximately 48,000 vehicles involved....
Recall Status: Incomplete Remedy Not Yet Available - 10/03/2014
... publish all of the VINs associated with a Safety or Safety-related Non-Compliance Recall on a web service that is accessible from both the NHTSA ODI and GM Owner Center web sites. The publication requirement must be met within 24 hours of a notice of...
Waiving the Diagnostic Fee - 12/19/2014
... customer. They will direct the customer to the closest franchise dealership, after contacting the service manager of that dealership, and the technician will be paid up to 1 hour for their time involved in the diagnosis process. If the customer declines...
Related Documents - 12/19/2014
In 2010, GM published bulletin 10-00-89-016 to announce an enhancement to Service Information that would allow technicians to select the correct labour operation based on the repair procedure they used in SI. GM states in the Service P&P manual that...
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...
Aftermarket Engine Calibrations - 01/21/2015
... The bulletin outlines the Calibration Retrieval and Calibration Verification Procedures for all Service Agents, including those that are not required to call PQC for Powertrain/Drivetrain Assembly Replacement Authorization. Service Agents that are required...
Electronic Exchange - 01/28/2014
... GM vehicles, and also provides an update to the ESC information. Electronic products that are serviced by the Warranty and Goodwill Exchange Program include: radios, CD players, DVD players, night vision cameras, heads-up display, infotainment systems,...
Filing - 06/06/2014
... and your dealership accounting office requires invoices to balance their schedules, but most service agents print out and attach to a job card much more paper than is necessary. GM requires job cards to be available for review 24 months from the...
Submitting a Transportation Transaction - 07/01/2014
... correct the error and there is a strong likelihood that the transaction will not get paid. If the service agent changes the damage code after the fact to align with the labour operation, the transaction will initially pay, but will most likely be debited...
Limited Warranty Coverage At-A-Glance - 03/08/2012
... link, detailed by GVWR, gas/diesel, Federal/California. Log onto GM GlobalConnect to access the Service Workbench, Reports and Tools, P&P Manuals and other Service/Parts Publications. The link to the coverage matrix is available within the publi...
Claims Automated Response Entry System Telephone Line - 04/13/2012
... for each.If you have questions regarding CARES Online contact your Account Manager, Account Service Representative or the Mechanical Service Center at 1.800.631.5590. ...
New Administrative Allowance - 06/06/2012
... 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 check to the customer. This information is published in the...
Cores - 06/06/2012
... has been revised to require the return of all warranty cores.As stated in the May update of the Service Policies and Procedures Manual, all warranty cores (except ESC parts) must be retained until the receipt of the transaction summary showing payment....
GWM and GMPP - 05/02/2012
... is required in connection with the repair of a covered part, GMPP will not pay for any maintenance service or part required to be performed or replaced as recommended by the vehicle manufacturer's maintenance schedule. This includes engine tune-up, drive...
Remanufactured and Refurbished Parts Disclosure - 12/15/2011
... explain the policies for remanufactured or refurbished parts:Remanufactured parts meet GM approved service part requirements and are made from previously used components in a process that involves disassembly, inspection, cleaning, update of software...
Part Return Program - 12/15/2011
... essential process that leads to better vehicle 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...
Transmission Internal Repair Clock Time Changes - 01/19/2012
... repair. The total time clocked reflects what can be claimed as OLH, provided it is approved by service management. OLH over 2 hours, for most dealers, will require GM authorization. If the transmission cannot be repaired and replacement is the best...
Powertrain Warranty - 02/07/2012
... coverage is beginning to expire for 2007 model year vehicles. It would be advantageous to remind service advisors to verify the warranty end date in IVH and to not rely solely on the mileage at the time of write up.GM has stated in the past that with...
Branded Titles and Special Coverage - 08/30/2012
... DBC. Once the information is verified, the DBC will take the steps necessary to update IVH. The service agent can complete the repair once the information is updated in IVH. Always make sure the condition has been verified and the vehicle is within the...
Fluid and Air Conditioning Leak Analysis - 12/09/2013
... to the naked eye, but sometimes there is extra effort involved in finding the source of the leak.Service Information has a section titled "Oil Leak Diagnosis" which lists various steps in determining the source of an oil leak and "Coolant System Leak...
Customer Concern Not Duplicated - 10/01/2013
... operation, 0.1-0.3 hours- New and/or used inventory vehicles are not eligible - Service management approval is required on the job card- CCND operations may not be used in conjunction with a repair labour operation from the same group...
Part Number Requests - 09/04/2013
... comes to their vehicle; to visit the dealership, to go to an independent facility, or utilize the service of a "backyard technician". To be the number one choice it is imperative that the dealership is providing timely, accurate and honest information....
PQC Assembly Replacement - 09/04/2013
... or transfer case assembly• PQC contact is required for any current restrictions or exchanges• Service agents that are required to contact the PQC for engine, transmission and/or transfer case assembly replacement authorization will be notified•...
PQC Contact Requirements - 07/03/2013
... form and the Repair/Replace Cost Comparison worksheets are available in GlobalConnect in the Service Workbench under Service Forms. The latest version of the PQC Assembly Replacement Process Bulletin (02-07-30-029) is also available in that location. These...
Certified Elite Criteria Update - 05/14/2013
... or higher (NEW)Dealership Parts Loyalty-83% or higher (NEW)Repeat Repairs-3% or less (NEW)Service Training Standards-100% or aboveDealership Service Web Leads Closure-65% or higher (NEW)To achieve Certified Elite status, dealers must meet all of the...
Cadillac Vehicle Update - 05/14/2013
... the receipt to the job card.Wash and vacuum the vehicle; up to $10. Attach the receipt when the service is performed off site of the dealership.Porter assistance of up to $15 when the dealership provides concierge service; picking up and re-delivering...
Policy Update - 03/11/2013
... in Section 1.6.2.11, which states, "A technician may only be clocked on to one vehicle per service event," for repairs performed under this Customer Satisfaction Program.This policy modification will allow a technician to update multiple vehicles at...
Reject of the Month - 03/11/2013
... cover per bulletin 12-06-04-003. The claim was submitted with the unique labour operation from the service bulletin, J7949, with the following part charged out:GM Part Number: 19300180SENSOR KIT,THROT POSN The job card also contained a two day rental...
2017 MY Cadillac Premium Care Maintenance - 07/28/2016
... on GlobalConnect in the Dealership Policies, Procedures, and Manuals section. As always, covered services include: oil changes, tire rotations, engine air cleaner filter replacement, passenger compartment air filter replacement, and MPVI. Additionally:The...
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...
Aftermarket Engine Calibrations - 01/21/2015
... The bulletin outlines the Calibration Retrieval and Calibration Verification Procedures for all Service Agents, including those that are not required to call PQC for Powertrain/Drivetrain Assembly Replacement Authorization. Service Agents that are required...
Electronic Exchange - 01/28/2014
... GM vehicles, and also provides an update to the ESC information. Electronic products that are serviced by the Warranty and Goodwill Exchange Program include: radios, CD players, DVD players, night vision cameras, heads-up display, infotainment systems,...
Filing - 06/06/2014
... and your dealership accounting office requires invoices to balance their schedules, but most service agents print out and attach to a job card much more paper than is necessary. GM requires job cards to be available for review 24 months from the...
Submitting a Transportation Transaction - 07/01/2014
... correct the error and there is a strong likelihood that the transaction will not get paid. If the service agent changes the damage code after the fact to align with the labour operation, the transaction will initially pay, but will most likely be debited...
Limited Warranty Coverage At-A-Glance - 03/08/2012
... link, detailed by GVWR, gas/diesel, Federal/California. Log onto GM GlobalConnect to access the Service Workbench, Reports and Tools, P&P Manuals and other Service/Parts Publications. The link to the coverage matrix is available within the publi...
Claims Automated Response Entry System Telephone Line - 04/13/2012
... for each.If you have questions regarding CARES Online contact your Account Manager, Account Service Representative or the Mechanical Service Center at 1.800.631.5590. ...
New Administrative Allowance - 06/06/2012
... 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 check to the customer. This information is published in the...
Cores - 06/06/2012
... has been revised to require the return of all warranty cores.As stated in the May update of the Service Policies and Procedures Manual, all warranty cores (except ESC parts) must be retained until the receipt of the transaction summary showing payment....
GWM and GMPP - 05/02/2012
... is required in connection with the repair of a covered part, GMPP will not pay for any maintenance service or part required to be performed or replaced as recommended by the vehicle manufacturer's maintenance schedule. This includes engine tune-up, drive...
Remanufactured and Refurbished Parts Disclosure - 12/15/2011
... explain the policies for remanufactured or refurbished parts:Remanufactured parts meet GM approved service part requirements and are made from previously used components in a process that involves disassembly, inspection, cleaning, update of software...
Part Return Program - 12/15/2011
... essential process that leads to better vehicle 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...
Transmission Internal Repair Clock Time Changes - 01/19/2012
... repair. The total time clocked reflects what can be claimed as OLH, provided it is approved by service management. OLH over 2 hours, for most dealers, will require GM authorization. If the transmission cannot be repaired and replacement is the best...
Powertrain Warranty - 02/07/2012
... coverage is beginning to expire for 2007 model year vehicles. It would be advantageous to remind service advisors to verify the warranty end date in IVH and to not rely solely on the mileage at the time of write up.GM has stated in the past that with...
Branded Titles and Special Coverage - 08/30/2012
... DBC. Once the information is verified, the DBC will take the steps necessary to update IVH. The service agent can complete the repair once the information is updated in IVH. Always make sure the condition has been verified and the vehicle is within the...
Fluid and Air Conditioning Leak Analysis - 12/09/2013
... to the naked eye, but sometimes there is extra effort involved in finding the source of the leak.Service Information has a section titled "Oil Leak Diagnosis" which lists various steps in determining the source of an oil leak and "Coolant System Leak...
Customer Concern Not Duplicated - 10/01/2013
... operation, 0.1-0.3 hours- New and/or used inventory vehicles are not eligible - Service management approval is required on the job card- CCND operations may not be used in conjunction with a repair labour operation from the same group...
Part Number Requests - 09/04/2013
... comes to their vehicle; to visit the dealership, to go to an independent facility, or utilize the service of a "backyard technician". To be the number one choice it is imperative that the dealership is providing timely, accurate and honest information....
PQC Assembly Replacement - 09/04/2013
... or transfer case assembly• PQC contact is required for any current restrictions or exchanges• Service agents that are required to contact the PQC for engine, transmission and/or transfer case assembly replacement authorization will be notified•...
PQC Contact Requirements - 07/03/2013
... form and the Repair/Replace Cost Comparison worksheets are available in GlobalConnect in the Service Workbench under Service Forms. The latest version of the PQC Assembly Replacement Process Bulletin (02-07-30-029) is also available in that location. These...
Certified Elite Criteria Update - 05/14/2013
... or higher (NEW)Dealership Parts Loyalty-83% or higher (NEW)Repeat Repairs-3% or less (NEW)Service Training Standards-100% or aboveDealership Service Web Leads Closure-65% or higher (NEW)To achieve Certified Elite status, dealers must meet all of the...
Cadillac Vehicle Update - 05/14/2013
... the receipt to the job card.Wash and vacuum the vehicle; up to $10. Attach the receipt when the service is performed off site of the dealership.Porter assistance of up to $15 when the dealership provides concierge service; picking up and re-delivering...
Policy Update - 03/11/2013
... in Section 1.6.2.11, which states, "A technician may only be clocked on to one vehicle per service event," for repairs performed under this Customer Satisfaction Program.This policy modification will allow a technician to update multiple vehicles at...
Reject of the Month - 03/11/2013
... cover per bulletin 12-06-04-003. The claim was submitted with the unique labour operation from the service bulletin, J7949, with the following part charged out:GM Part Number: 19300180SENSOR KIT,THROT POSN The job card also contained a two day rental...
2017 MY Cadillac Premium Care Maintenance - 07/28/2016
... on GlobalConnect in the Dealership Policies, Procedures, and Manuals section. As always, covered services include: oil changes, tire rotations, engine air cleaner filter replacement, passenger compartment air filter replacement, and MPVI. Additionally:The...
June 2016 Recall Update - 05/24/2016
... fan relay from the Underhood Bussed Electrical Center (UBEC), and add the Forward Lamp Harness Service Kit with a 50 amp relay. Special Coverage 15643: Airbag Light On: Approximately 215,000 vehicles are involved in the recall that addresses a...
GM Owner Center - Recall Search - 05/24/2016
... unavailability of these systems during this time for those dealerships with Saturday and/or Sunday service hours provided a challenge. Where can you go to go to view a vehicle's recall information when there is no access to IVH or GWM? During that time,...
GlobalConnect Shortcuts - 08/23/2016
... panel, access the App Center page and click the "Delete from My Shortcuts" button. Common apps for Service Personnel and Warranty Administrators include: Consultant Dashboard, GWM, IVH, SI, Dealer Aftersales Empowerment, Service Policy and Procedures...
Required Operating Procedures - Engine/Transmission Assemblies - 06/19/2017
When a complete transmission/engine assembly is replaced, ALL service agents are required to complete the Cost Comparison Worksheet for Assembly Repair vs. Replacement prior to performing the repair. The worksheet must be attached to the job card. The...
Prepare and Submit a Transaction - 02/17/2017
... customer concern should result in one repair line, unless otherwise directed by a service bulletin. If the customer has multiple concerns, those concerns should be written as separate lines on the job card. If those concerns have a different cause of...
OnStar Go - 12/21/2016
... quarter of 2017 and will be available in more than 2 million vehicles by the end of the year. The service itself is free, but users will need a data plan through their vehicle’s built-in 4G LTE modem. The success of the service will depend on GM’s...
Drive to Succeed - 12/21/2016
... scholarships to young women who wish to pursue careers in dealerships, including the parts and service departments. The Drive to Succeed scholarship program is open to female students looking for careers in any dealership department. The program began...
July 2017 Recall Update - 06/19/2017
... in the warranty transaction information section to replace the fuel pump, and to update the service procedure. The bulletin affects certain 2010-2011 Buick LaCrosse, Chevrolet Equinox, GMC Terrain, and 2011 Buick Regal vehicles equipped with a 2.4L engine. Safety...
More Than Three Days Rental - 10/24/2017
... are claiming rental beyond three days, even when it is 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...
Branded Titles and Warranty Blocks - 12/21/2017
... that result in warranty blocks for all automobile manufacturers. Prior to creating a job card, service advisors must investigate the vehicle history; one very important part of the report that must be looked at is the Branded Title and Warranty Block...
Option A or C Labor Rate - 11/21/2017
Option A allows the service agent to receive retail reimbursement for labor provided in connection with performing warranty work. Option C allows a service agent to receive an annual minimum increase of 2.5% to its established warranty labor rate, while...
May 2018 Recall Update - 04/23/2018
... updated to add additional detail to the parts section and to provide a caution statement in the service procedure. Dealers are to only replace the Passenger Presence Module if it is non-functional. The recall affects certain 2006-2010 Pontiac Solstice...
DTC P2463 - 06/25/2018
Technical Service Bulletin 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...
The Cause of Failure - 03/26/2018
... points taken from the GM Policies and Procedures Manual that represents key GM requirements for service operations. The eight points in this bulletin are always looked at during an audit so adherence to these policies is critically important. Below is...
Spring Clean Up - 02/20/2018
... are already doing on a daily basis overwhelm you? We can help! We offer a Warranty Claims Clean-Up Service that provides a solution for Warranty Administration Program members to effectively reconcile their warranty schedule. The service provides peace...
End of Year - 10/27/2020
... vehicles are debuting and dealers are planning the end of financial year data. To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule should be current (all transactions over 30 days should be...
GM Authorization - 02/25/2021
... over $250.00 must be submitted with GM authorization. A copy of the job card showing the service management’s approval (signature/initials, date, time, and detailed explanation supporting the repair is not a shop comeback) must be attached to the...
Employee Discount Program - 09/22/2020
All active and retired employees, and former salary employees with 5 or more years of cumulative service and widows/widowers of former salary employees with 5 or more years of cumulative service are eligible participants in the program. The program is...
Electronic Products - 03/27/2020
... been updated to include the 2019-20 model years. The update also includes the following Battery Service Center (BSC) components: Bolt EV batteries, Malibu Hybrid Batteries, CT6 (Plug-in) Batteries, and ELR Batteries. It is important to note that some...
Used Parts - 01/21/2019
Used parts may not be used when performing warranty or policy repairs, field actions, or any other service or repair paid for by GM.
Variable Diagnostic Time Explained - 09/25/2018
... for either diagnosis time or OLH unless the extenuating circumstance is documented and approved by service management. If a technician reaches an hour clock time and still hasn’t made a diagnosis, they must clock off diagnosis time and clock...
Policy Decisions, PET, & Management Authorization - 05/29/2019
Service management must authorize all Policy Decisions. Completion of the PET does not take the place of management authorization on the job card.
Data Analysis - 06/26/2019
... expense to expect from an individual dealer based on their volume and the vehicle types they service. When the dealer exceeds the expected expenses, that excess represents potential warranty management issues. GM analyzes the following warranty...
Reject of the Month - November 2023 - 10/25/2023
... the LPO black emblem and found that there was a paint defect underneath. The technician and service manager verified that there was a paint peeling condition at the Tahoe emblem on the liftgate. To address the condition the body shop removed the...
Published Base Time Does Not Require Clock Time - 08/29/2023
... on timely repairs. This effort is designed to help attract and retain top talent in GM dealer service departments. The announcement also highlighted the situations where the technician must have a clock time: Claims utilizing non-GM LTG hours Variable...
... fan relay from the Underhood Bussed Electrical Center (UBEC), and add the Forward Lamp Harness Service Kit with a 50 amp relay. Special Coverage 15643: Airbag Light On: Approximately 215,000 vehicles are involved in the recall that addresses a...
GM Owner Center - Recall Search - 05/24/2016
... unavailability of these systems during this time for those dealerships with Saturday and/or Sunday service hours provided a challenge. Where can you go to go to view a vehicle's recall information when there is no access to IVH or GWM? During that time,...
GlobalConnect Shortcuts - 08/23/2016
... panel, access the App Center page and click the "Delete from My Shortcuts" button. Common apps for Service Personnel and Warranty Administrators include: Consultant Dashboard, GWM, IVH, SI, Dealer Aftersales Empowerment, Service Policy and Procedures...
Required Operating Procedures - Engine/Transmission Assemblies - 06/19/2017
When a complete transmission/engine assembly is replaced, ALL service agents are required to complete the Cost Comparison Worksheet for Assembly Repair vs. Replacement prior to performing the repair. The worksheet must be attached to the job card. The...
Prepare and Submit a Transaction - 02/17/2017
... customer concern should result in one repair line, unless otherwise directed by a service bulletin. If the customer has multiple concerns, those concerns should be written as separate lines on the job card. If those concerns have a different cause of...
OnStar Go - 12/21/2016
... quarter of 2017 and will be available in more than 2 million vehicles by the end of the year. The service itself is free, but users will need a data plan through their vehicle’s built-in 4G LTE modem. The success of the service will depend on GM’s...
Drive to Succeed - 12/21/2016
... scholarships to young women who wish to pursue careers in dealerships, including the parts and service departments. The Drive to Succeed scholarship program is open to female students looking for careers in any dealership department. The program began...
July 2017 Recall Update - 06/19/2017
... in the warranty transaction information section to replace the fuel pump, and to update the service procedure. The bulletin affects certain 2010-2011 Buick LaCrosse, Chevrolet Equinox, GMC Terrain, and 2011 Buick Regal vehicles equipped with a 2.4L engine. Safety...
More Than Three Days Rental - 10/24/2017
... are claiming rental beyond three days, even when it is 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...
Branded Titles and Warranty Blocks - 12/21/2017
... that result in warranty blocks for all automobile manufacturers. Prior to creating a job card, service advisors must investigate the vehicle history; one very important part of the report that must be looked at is the Branded Title and Warranty Block...
Option A or C Labor Rate - 11/21/2017
Option A allows the service agent to receive retail reimbursement for labor provided in connection with performing warranty work. Option C allows a service agent to receive an annual minimum increase of 2.5% to its established warranty labor rate, while...
May 2018 Recall Update - 04/23/2018
... updated to add additional detail to the parts section and to provide a caution statement in the service procedure. Dealers are to only replace the Passenger Presence Module if it is non-functional. The recall affects certain 2006-2010 Pontiac Solstice...
DTC P2463 - 06/25/2018
Technical Service Bulletin 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...
The Cause of Failure - 03/26/2018
... points taken from the GM Policies and Procedures Manual that represents key GM requirements for service operations. The eight points in this bulletin are always looked at during an audit so adherence to these policies is critically important. Below is...
Spring Clean Up - 02/20/2018
... are already doing on a daily basis overwhelm you? We can help! We offer a Warranty Claims Clean-Up Service that provides a solution for Warranty Administration Program members to effectively reconcile their warranty schedule. The service provides peace...
End of Year - 10/27/2020
... vehicles are debuting and dealers are planning the end of financial year data. To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule should be current (all transactions over 30 days should be...
GM Authorization - 02/25/2021
... over $250.00 must be submitted with GM authorization. A copy of the job card showing the service management’s approval (signature/initials, date, time, and detailed explanation supporting the repair is not a shop comeback) must be attached to the...
Employee Discount Program - 09/22/2020
All active and retired employees, and former salary employees with 5 or more years of cumulative service and widows/widowers of former salary employees with 5 or more years of cumulative service are eligible participants in the program. The program is...
Electronic Products - 03/27/2020
... been updated to include the 2019-20 model years. The update also includes the following Battery Service Center (BSC) components: Bolt EV batteries, Malibu Hybrid Batteries, CT6 (Plug-in) Batteries, and ELR Batteries. It is important to note that some...
Used Parts - 01/21/2019
Used parts may not be used when performing warranty or policy repairs, field actions, or any other service or repair paid for by GM.
Variable Diagnostic Time Explained - 09/25/2018
... for either diagnosis time or OLH unless the extenuating circumstance is documented and approved by service management. If a technician reaches an hour clock time and still hasn’t made a diagnosis, they must clock off diagnosis time and clock...
Policy Decisions, PET, & Management Authorization - 05/29/2019
Service management must authorize all Policy Decisions. Completion of the PET does not take the place of management authorization on the job card.
Data Analysis - 06/26/2019
... expense to expect from an individual dealer based on their volume and the vehicle types they service. When the dealer exceeds the expected expenses, that excess represents potential warranty management issues. GM analyzes the following warranty...
Reject of the Month - November 2023 - 10/25/2023
... the LPO black emblem and found that there was a paint defect underneath. The technician and service manager verified that there was a paint peeling condition at the Tahoe emblem on the liftgate. To address the condition the body shop removed the...
Published Base Time Does Not Require Clock Time - 08/29/2023
... on timely repairs. This effort is designed to help attract and retain top talent in GM dealer service departments. The announcement also highlighted the situations where the technician must have a clock time: Claims utilizing non-GM LTG hours Variable...
Job Card Requirements at Write Up - 04/25/2023
Service Policies and Procedures Article 6.2.1 references SAVI requirement, vehicle must be scanned with SAVI or approved Dongle device at the time the repair order is opened.
What Would You Do? - 03/24 - 02/26/2024
Mike Smith, a service advisor at West Auburn Chevrolet, wrote a job card on an in-stock 2024 Chevrolet Trax with a battery concern. The vehicle, with 17 miles on the odometer, appeared on the Battery Maintenance Report with a required action of “Charge...
Forum - 03/07/2024
I side with the rep, on this one. Service manager would have to verifiy every warrantable repair neccesary, documenting them as well.
Dealer Empowerment - 03/23/2024
... 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 that are currently available. As...
GM Authorization - 02/26/2024
... is preventing payment. Remember, if there is a dealer correctable error on the transaction, the service agent will not be able to submit the transaction for GM Authorization. Tip: Dealer correctable error codes are typically accompanied by error...
Forum - 01/25/2024
So are you looking for a particulate filter service regen? If this is what you want then I use 4021262 and it's straight time.
2024 dongle/workbench - 10/23/2023
My service advisors are telling me the dongle doesn't work in any 2024's. Anybody else hearing this?
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....
Incompatible part - 11/01/2023
This is from the November news letter: There is no service management authorization code or approval required for an incompatible part reject. But an incompatible part is often an excessive part and authorization code P is required, along...
Forum - 12/27/2023
I submit the actual extension, but my managers make the service writer collect all the needed Data, I use the rental form from here and make them fill it in. If they don't get me the information to extend it it doesn't get done. I have them tell me when...
Forum - 05/08/2023
Some information is available in the Warranty Resource Center, otherwise, the GWM User Manual Article VI, Section D, Service Agent Analysis Summary Report provides helpful information.
Forum - 04/10/2023
Helpful Reference: GWM User Manual Article VI Service Agent Reports. Another helpful resource within the Warranty Resource Center: Warranty Expense Management. Customer Enthusiasm, Policy and Recalls, and Goodwill labor operations are excluded from the...
Forum - 04/10/2023
Service agents under the Option C labor rate are entitled to an annual labor rate increase, calculated in accordance with a Consumer Price Index factor. The increase goes into effect on January 1. Refer to the Service Policies and Procedures Manual ...
Claims approval process question - 03/07/2023
The normal flow of warranty claims that I have experienced is for the closed Job Cards to go to a member of service management who address the OLH and Straight time issues and puts the approved hours down,,,then the Warranty Dept gets it and processes...
Forum - 03/17/2023
I have a theory on this.. I think when the vehicle comes in to the service lane and the SA hooks up the SAVI tool, that this is triggering the OTA update. Which explains why it's open when the vehicle 1st comes in for service, and then closed by...
Forum - 02/04/2023
Yes my service manager submits to get the pre auth. I was talking about submitting them with the claim to get payment.
Forum - 04/27/2022
Reference Transportation, Vehicle Storage, & PDI Policies & Procedures Article 1.1.13: Service Agents will be credited for missing owner's manuals and glove box literature portfolios at the net amount paid by Service Agent less any discounts or...
Forum - 04/28/2022
GM SERVICE REPLACEMENT PARTS,,,DEALER INSTALLED,,,24 MTHS/UNLIMITED MILES,,,IF SOLD OTC 24 MONTHS PARTS ONLY
Forum - 01/14/2022
it does,,,unfortunately many decisions about policy and warranty are made without full knowledge by service management and when it lands on our desks it is making our jobs more difficult.
Enhancements - 10/28/2022
... based on dealer feedback, with updates that took place in October. Warranty administrators, service managers, and the service team will all benefit from the improved features and functionality. Users now have the ability to hover over Special Coverages...
Major Transmission Repairs - 05/25/2022
... and supported by technician comments. Neither standard add time or diagnosis add time require service management approval. For difficult transmission repairs that exceed both the add time allowance and the diagnosis allowance, OLH is still available...
OLH Empowerment - 07/27/2022
... (complete at least 95% of ZREG and ZFAT warranty transactions within 5 days) evaluates your service department’s performance and overall achievement in Service Training Standards to reward you with your specific level of self-authorization. Dealers...
February 2021 Recall Update - 01/27/2021
... Satisfaction Recall N202310850-02 Airbag Indicator Light Intermittent: The service procedure and part ordering information have been updated with the latest bulletin release. Certain 2021 Cadillac Escalade, Escalade ESV, Chevrolet Suburban, Tahoe, GMC...
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...
Certified Pre-Owned Labor Operations That Require Pre-Approval - 10/01/2021
... labor ops can be found on the CPO app in GlobalConnect. Use the convenient search box to enter a service labor time code or a description of the service. If you believe one of these components failed due to a manufacturer’s defect and should be...
Service Policies and Procedures Article 6.2.1 references SAVI requirement, vehicle must be scanned with SAVI or approved Dongle device at the time the repair order is opened.
What Would You Do? - 03/24 - 02/26/2024
Mike Smith, a service advisor at West Auburn Chevrolet, wrote a job card on an in-stock 2024 Chevrolet Trax with a battery concern. The vehicle, with 17 miles on the odometer, appeared on the Battery Maintenance Report with a required action of “Charge...
Forum - 03/07/2024
I side with the rep, on this one. Service manager would have to verifiy every warrantable repair neccesary, documenting them as well.
Dealer Empowerment - 03/23/2024
... 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 that are currently available. As...
GM Authorization - 02/26/2024
... is preventing payment. Remember, if there is a dealer correctable error on the transaction, the service agent will not be able to submit the transaction for GM Authorization. Tip: Dealer correctable error codes are typically accompanied by error...
Forum - 01/25/2024
So are you looking for a particulate filter service regen? If this is what you want then I use 4021262 and it's straight time.
2024 dongle/workbench - 10/23/2023
My service advisors are telling me the dongle doesn't work in any 2024's. Anybody else hearing this?
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....
Incompatible part - 11/01/2023
This is from the November news letter: There is no service management authorization code or approval required for an incompatible part reject. But an incompatible part is often an excessive part and authorization code P is required, along...
Forum - 12/27/2023
I submit the actual extension, but my managers make the service writer collect all the needed Data, I use the rental form from here and make them fill it in. If they don't get me the information to extend it it doesn't get done. I have them tell me when...
Forum - 05/08/2023
Some information is available in the Warranty Resource Center, otherwise, the GWM User Manual Article VI, Section D, Service Agent Analysis Summary Report provides helpful information.
Forum - 04/10/2023
Helpful Reference: GWM User Manual Article VI Service Agent Reports. Another helpful resource within the Warranty Resource Center: Warranty Expense Management. Customer Enthusiasm, Policy and Recalls, and Goodwill labor operations are excluded from the...
Forum - 04/10/2023
Service agents under the Option C labor rate are entitled to an annual labor rate increase, calculated in accordance with a Consumer Price Index factor. The increase goes into effect on January 1. Refer to the Service Policies and Procedures Manual ...
Claims approval process question - 03/07/2023
The normal flow of warranty claims that I have experienced is for the closed Job Cards to go to a member of service management who address the OLH and Straight time issues and puts the approved hours down,,,then the Warranty Dept gets it and processes...
Forum - 03/17/2023
I have a theory on this.. I think when the vehicle comes in to the service lane and the SA hooks up the SAVI tool, that this is triggering the OTA update. Which explains why it's open when the vehicle 1st comes in for service, and then closed by...
Forum - 02/04/2023
Yes my service manager submits to get the pre auth. I was talking about submitting them with the claim to get payment.
Forum - 04/27/2022
Reference Transportation, Vehicle Storage, & PDI Policies & Procedures Article 1.1.13: Service Agents will be credited for missing owner's manuals and glove box literature portfolios at the net amount paid by Service Agent less any discounts or...
Forum - 04/28/2022
GM SERVICE REPLACEMENT PARTS,,,DEALER INSTALLED,,,24 MTHS/UNLIMITED MILES,,,IF SOLD OTC 24 MONTHS PARTS ONLY
Forum - 01/14/2022
it does,,,unfortunately many decisions about policy and warranty are made without full knowledge by service management and when it lands on our desks it is making our jobs more difficult.
Enhancements - 10/28/2022
... based on dealer feedback, with updates that took place in October. Warranty administrators, service managers, and the service team will all benefit from the improved features and functionality. Users now have the ability to hover over Special Coverages...
Major Transmission Repairs - 05/25/2022
... and supported by technician comments. Neither standard add time or diagnosis add time require service management approval. For difficult transmission repairs that exceed both the add time allowance and the diagnosis allowance, OLH is still available...
OLH Empowerment - 07/27/2022
... (complete at least 95% of ZREG and ZFAT warranty transactions within 5 days) evaluates your service department’s performance and overall achievement in Service Training Standards to reward you with your specific level of self-authorization. Dealers...
February 2021 Recall Update - 01/27/2021
... Satisfaction Recall N202310850-02 Airbag Indicator Light Intermittent: The service procedure and part ordering information have been updated with the latest bulletin release. Certain 2021 Cadillac Escalade, Escalade ESV, Chevrolet Suburban, Tahoe, GMC...
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...
Certified Pre-Owned Labor Operations That Require Pre-Approval - 10/01/2021
... labor ops can be found on the CPO app in GlobalConnect. Use the convenient search box to enter a service labor time code or a description of the service. If you believe one of these components failed due to a manufacturer’s defect and should be...
February 2022 Recall Update - 01/27/2022
Emission Recall N202312031 Engine Control Module CVN Reporting: Involved vehicles were previously included with Service Update Bulletin N202312030 and have been moved to N202312031. Certain 2018 Buick LaCrosse vehicles equipped with a 2.5L 4 cyl gas engine...
Forum - 08/20/2018
... is responsible for the reasonableness of the request. The request needs to be authorized by service management prior to claim submission. Straight time is to be submitted in the Base Labor field of the transaction. Ref: Service Policies & Procedures...
Forum - 07/31/2018
Couple thoughts: Was there a previous CPO maintenance service? If so, when was it performed (in correlation to your current job card)? On occasion we have received rejects when the service was performed in close proximity to the previous service. Has...
Forum - 08/01/2018
That's the information that was missing! I could not find how to determine how many services a vehicle gets! Thank you so much!
Forum - 07/09/2018
I do transactions like that regularly without DMA involvement. I get policy authorization from my Service Manager and it pays no problem. For good measure the advisors usually attach a calculator but I'm thinking if the calculator shows any participation...
Forum - 05/07/2018
I would say no too because of the statement in Service P&P Article 3.2.11 says "Phone time with call center technical support activity cannot be charged to OLH. Normal road test to verify repairs are part of Strategy-Based Diagnostics and are not...
Forum - 05/10/2018
I also have a tow bill for this claim. Can we claim towing on a Service Agent installed Part Warranty?
What Would You Do - 02/19 - 01/21/2019
A 2014 Chevrolet 3500 truck was brought into the service department with a warning message stating reduced power and service diesel exhaust fluid system. The technician diagnosed the vehicle finding several DTC’s, an internal open in the #5...
Forum - 01/29/2019
Thanks jblox for the additional information. The service procedure contained within the recall bulletin provides information on the video that is available within the Center of Learning. The video should be reviewed prior to replacing the steering...
Forum - 10/24/2018
Hi Karyl! Thanks for the newsletter topic request! Certain components and/or services are eligible for a $20.00 administrative allowance when repaired through sublet or other qualified service faciilities. Including: radiator or heater core, truck diesel...
Forum - 08/23/2018
I just get discouraged when the service manager makes way more then you and don't support you and the rules and you are fighting the service advisors and the manager. I have been doing this for a little over two years and no one else here knows...
Forum - 09/12/2018
... for the returns. (I asked for half but I think he will pay me 100% on that) The service manager told me that this was the plan he put forward to the service director who I had already spoken to. (I really work for the Service Director, not...
PDI/In Stock Recall Approval - 09/13/2018
Does the Service Manager have to sign the Job Card for In-Stock Recalls? For PDI's?
Forum - 10/04/2018
... include the following:• Job card open date indicating when the vehicle was received at the Service Agent. Date must reflect the month date and year.• Complete VIN (one vehicle per job card)• Odometer reading taken from the vehicle (do...
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
... 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 pay it and not the parts department. The service Manager gave me the paper work, but...
Forum - 01/03/2018
... fees incurred in conjunction with the performance of warranty repairs are considered 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...
Forum - 01/08/2018
... about ST auth prior to submission, but I think I am reading it differently. It looks like the service manager gave auth to do the ST repair, but he did not indicate after the repair was done how much labor time he would sign off on. Maybe there should...
Part Warranty - 01/18/2018
For a Part Warranty do we need to have the Service Manager sign, explain , date and time? Thank you
Forum - 12/21/2017
My question is does the service manager have to sign off to perform a special coverage(that is in the mileage and time range)?
Forum - 03/05/2018
Thanks Kristen. For some reason i thought service management had to ok closest to op codes.
Forum - 03/27/2018
wendythomas: refer to Service Policies & Procedures Manual - General Information Article 3.2.18 for detail on customer reimbursement.
Forum - 02/19/2018
Additional information re: Customer Reimbursement is available in the Service Policies & Procedures Manual Article 3.2.18.
Forum - 09/05/2017
As stated in P&P Article 1.1.1 : Service Agents are advised of special coverage adjustment programs through the release of a special coverage bulletin. The bulletin identifies vehicles and components covered, mileage and time limitations, as well...
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)
Emission Recall N202312031 Engine Control Module CVN Reporting: Involved vehicles were previously included with Service Update Bulletin N202312030 and have been moved to N202312031. Certain 2018 Buick LaCrosse vehicles equipped with a 2.5L 4 cyl gas engine...
Forum - 08/20/2018
... is responsible for the reasonableness of the request. The request needs to be authorized by service management prior to claim submission. Straight time is to be submitted in the Base Labor field of the transaction. Ref: Service Policies & Procedures...
Forum - 07/31/2018
Couple thoughts: Was there a previous CPO maintenance service? If so, when was it performed (in correlation to your current job card)? On occasion we have received rejects when the service was performed in close proximity to the previous service. Has...
Forum - 08/01/2018
That's the information that was missing! I could not find how to determine how many services a vehicle gets! Thank you so much!
Forum - 07/09/2018
I do transactions like that regularly without DMA involvement. I get policy authorization from my Service Manager and it pays no problem. For good measure the advisors usually attach a calculator but I'm thinking if the calculator shows any participation...
Forum - 05/07/2018
I would say no too because of the statement in Service P&P Article 3.2.11 says "Phone time with call center technical support activity cannot be charged to OLH. Normal road test to verify repairs are part of Strategy-Based Diagnostics and are not...
Forum - 05/10/2018
I also have a tow bill for this claim. Can we claim towing on a Service Agent installed Part Warranty?
What Would You Do - 02/19 - 01/21/2019
A 2014 Chevrolet 3500 truck was brought into the service department with a warning message stating reduced power and service diesel exhaust fluid system. The technician diagnosed the vehicle finding several DTC’s, an internal open in the #5...
Forum - 01/29/2019
Thanks jblox for the additional information. The service procedure contained within the recall bulletin provides information on the video that is available within the Center of Learning. The video should be reviewed prior to replacing the steering...
Forum - 10/24/2018
Hi Karyl! Thanks for the newsletter topic request! Certain components and/or services are eligible for a $20.00 administrative allowance when repaired through sublet or other qualified service faciilities. Including: radiator or heater core, truck diesel...
Forum - 08/23/2018
I just get discouraged when the service manager makes way more then you and don't support you and the rules and you are fighting the service advisors and the manager. I have been doing this for a little over two years and no one else here knows...
Forum - 09/12/2018
... for the returns. (I asked for half but I think he will pay me 100% on that) The service manager told me that this was the plan he put forward to the service director who I had already spoken to. (I really work for the Service Director, not...
PDI/In Stock Recall Approval - 09/13/2018
Does the Service Manager have to sign the Job Card for In-Stock Recalls? For PDI's?
Forum - 10/04/2018
... include the following:• Job card open date indicating when the vehicle was received at the Service Agent. Date must reflect the month date and year.• Complete VIN (one vehicle per job card)• Odometer reading taken from the vehicle (do...
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
... 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 pay it and not the parts department. The service Manager gave me the paper work, but...
Forum - 01/03/2018
... fees incurred in conjunction with the performance of warranty repairs are considered 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...
Forum - 01/08/2018
... about ST auth prior to submission, but I think I am reading it differently. It looks like the service manager gave auth to do the ST repair, but he did not indicate after the repair was done how much labor time he would sign off on. Maybe there should...
Part Warranty - 01/18/2018
For a Part Warranty do we need to have the Service Manager sign, explain , date and time? Thank you
Forum - 12/21/2017
My question is does the service manager have to sign off to perform a special coverage(that is in the mileage and time range)?
Forum - 03/05/2018
Thanks Kristen. For some reason i thought service management had to ok closest to op codes.
Forum - 03/27/2018
wendythomas: refer to Service Policies & Procedures Manual - General Information Article 3.2.18 for detail on customer reimbursement.
Forum - 02/19/2018
Additional information re: Customer Reimbursement is available in the Service Policies & Procedures Manual Article 3.2.18.
Forum - 09/05/2017
As stated in P&P Article 1.1.1 : Service Agents are advised of special coverage adjustment programs through the release of a special coverage bulletin. The bulletin identifies vehicles and components covered, mileage and time limitations, as well...
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 - 10/25/2017
My service manager gives me all policy-related printouts. With the change, I am unsure how that will be affected.
Roadside Assistance Reunite Program? - 10/25/2017
... 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 given a rental vehicle to get to their home, and when the repairs to their...
OLH Policy Changed? - 11/29/2017
... (which SM management did accidentally write the wrong time) however, I went ahead and looked at Service P&P article 3.2.11 which had highlighted yellow text indicating a change. It states "After identification of an extenuating circumstance, service...
Forum - 11/08/2017
... fees incurred in conjunction with the performance of warranty repairs are considered 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...
Forum - 04/01/2019
... now is mostly me putting a sticky note on what's wrong with an RO and giving all of them to the Service Manager at the end of the day. He reviews/corrects/gives to shop foreman as necessary. When things are going well, I get them back the...
Forum - 01/23/2019
The service management authorization requirement for CCND labor operations has been eliminated as reflected in the Authorization Matrix contained within Bulletin 04-00-89-015T (dated 1/14/2019). The previous version of the Bulletin 04-00-89-015S (dated...
Forum - 04/25/2019
ST over 2 hours needs service manager auth. Not sure how the sublet part plays into that, so i will be following...
GMPP - 04/22/2019
Good Morning, Do we need to retain GMPP warranty parts for the allowed 15 days. Service advisor question this. Thank you
Forum - 04/02/2019
If it is admin for shipping parts to WPC, I credit the freight account. If it is admin for S2 or S1 sublet allowance, I credit the service policy account.
Forum - 06/04/2019
Refer to Article 2.17 in the Service Policies & Procedures Manual for details on the Windshield Program.
Forum - 09/17/2019
Service management authorization is necessary on the job card for the repeat repair (pyramiding) situation. The authorization must include the service manager's signature/initials, date, time, and an explanation.
What Would You Do - 04/20 - 03/27/2020
The owner of a 2018 Chevrolet Silverado brought their vehicle in to the service department due to an engine knock. After diagnosis the technician determined that either a new rod must be installed or the engine must be replaced. The dealer...
Coronavirus - 03/27/2020
... thoughts on how the Coronavirus has affected your dealership or your 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?...
Forum - 04/01/2020
Transaction type is ZPTI- parts warranty service agent installed, labor op is steering gear replacement and part # is 19321399
Forum - 06/08/2020
Hi TH9144! I would recommend using the Service Manager's GMIN in this instance.
NEED HELP WITH REYNOLDS & REYNOLDS - 07/29/2020
Can anyone tell me step by step on how to add Service Advisor and Tehcnicians GMIN in ReyRey BLUE SCREENThank you!
Forum - 07/29/2020
you can only use one labor op and what ever other things or time they are claiming fors to OLH and needs service managers auth
Closest labor op to authorization. - 03/11/2020
I have tried to find the date in which service management approval is not required thru here and P&P. Can someone help me on that pleast?
Forum - 09/01/2020
Service manager must sign for excessive parts with explanation why they replaced. Anything above what SI states then it would be OLH
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 - 07/31/2020
If you are repairing per bullentin, then you would use both op codes with service managers auth for repeat repair so claim does not reject.
Early Bird Envelopes - pg 2 of Sept 2020 JLWarranty News - 08/27/2020
I just want to make sure I'm understanding this 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...
Forum - 12/22/2020
The GM Dealer Infrastructure Guidelines Version 20.2 (Global Message GCUS-6-842) recommends Internet Explorer, version IE11 (with current service pack) with the compatibility vew enabled.
Forum - 12/30/2020
If memory serves me right, Autointergrate pays thru ServiceNet, on Chryslers parts statement. It has been several years since I fooled with AI
Forum - 03/08/2021
There is a good video that will help right here on J&L. It can be found in the Warranty Traing Video Section, It's titled Service Management Approval & Authorizations.
My service manager gives me all policy-related printouts. With the change, I am unsure how that will be affected.
Roadside Assistance Reunite Program? - 10/25/2017
... 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 given a rental vehicle to get to their home, and when the repairs to their...
OLH Policy Changed? - 11/29/2017
... (which SM management did accidentally write the wrong time) however, I went ahead and looked at Service P&P article 3.2.11 which had highlighted yellow text indicating a change. It states "After identification of an extenuating circumstance, service...
Forum - 11/08/2017
... fees incurred in conjunction with the performance of warranty repairs are considered 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...
Forum - 04/01/2019
... now is mostly me putting a sticky note on what's wrong with an RO and giving all of them to the Service Manager at the end of the day. He reviews/corrects/gives to shop foreman as necessary. When things are going well, I get them back the...
Forum - 01/23/2019
The service management authorization requirement for CCND labor operations has been eliminated as reflected in the Authorization Matrix contained within Bulletin 04-00-89-015T (dated 1/14/2019). The previous version of the Bulletin 04-00-89-015S (dated...
Forum - 04/25/2019
ST over 2 hours needs service manager auth. Not sure how the sublet part plays into that, so i will be following...
GMPP - 04/22/2019
Good Morning, Do we need to retain GMPP warranty parts for the allowed 15 days. Service advisor question this. Thank you
Forum - 04/02/2019
If it is admin for shipping parts to WPC, I credit the freight account. If it is admin for S2 or S1 sublet allowance, I credit the service policy account.
Forum - 06/04/2019
Refer to Article 2.17 in the Service Policies & Procedures Manual for details on the Windshield Program.
Forum - 09/17/2019
Service management authorization is necessary on the job card for the repeat repair (pyramiding) situation. The authorization must include the service manager's signature/initials, date, time, and an explanation.
What Would You Do - 04/20 - 03/27/2020
The owner of a 2018 Chevrolet Silverado brought their vehicle in to the service department due to an engine knock. After diagnosis the technician determined that either a new rod must be installed or the engine must be replaced. The dealer...
Coronavirus - 03/27/2020
... thoughts on how the Coronavirus has affected your dealership or your 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?...
Forum - 04/01/2020
Transaction type is ZPTI- parts warranty service agent installed, labor op is steering gear replacement and part # is 19321399
Forum - 06/08/2020
Hi TH9144! I would recommend using the Service Manager's GMIN in this instance.
NEED HELP WITH REYNOLDS & REYNOLDS - 07/29/2020
Can anyone tell me step by step on how to add Service Advisor and Tehcnicians GMIN in ReyRey BLUE SCREENThank you!
Forum - 07/29/2020
you can only use one labor op and what ever other things or time they are claiming fors to OLH and needs service managers auth
Closest labor op to authorization. - 03/11/2020
I have tried to find the date in which service management approval is not required thru here and P&P. Can someone help me on that pleast?
Forum - 09/01/2020
Service manager must sign for excessive parts with explanation why they replaced. Anything above what SI states then it would be OLH
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 - 07/31/2020
If you are repairing per bullentin, then you would use both op codes with service managers auth for repeat repair so claim does not reject.
Early Bird Envelopes - pg 2 of Sept 2020 JLWarranty News - 08/27/2020
I just want to make sure I'm understanding this 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...
Forum - 12/22/2020
The GM Dealer Infrastructure Guidelines Version 20.2 (Global Message GCUS-6-842) recommends Internet Explorer, version IE11 (with current service pack) with the compatibility vew enabled.
Forum - 12/30/2020
If memory serves me right, Autointergrate pays thru ServiceNet, on Chryslers parts statement. It has been several years since I fooled with AI
Forum - 03/08/2021
There is a good video that will help right here on J&L. It can be found in the Warranty Traing Video Section, It's titled Service Management Approval & Authorizations.
Forum - 01/13/2021
I would plug the VIN into service workbench and let it tell you whether to proceed as warrantable
Forum - 01/28/2021
If memory serves, the advisor has up to 3 days, service manager 4-7 and WSS after that. DMA no longer handles rentals
What Would You Do - 01/22 - 01/03/2022
... their authorization to perform repairs on a stock unit. Because the claim exceeded the service agent’s empowerment, the warranty administrator wants to be absolutely sure that all compliance issues are addressed before resubmitting for...
Forum - 09/30/2021
That's how i do it. Service mananger must sign off on repair.
(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
Re: PONTIAC PREFERRED OIL CHANGES-SYNTHETIC - 03/23/2010
... to demonstrate to Pontiac owners that your dealership is still their best choice for sales and service. It specifically states on page 4 of the Dealer Guide that the consumer must not be charged for additional fees, and that dealers agree to perform...
Re: NEW RENTAL RATE QUESTION... - 05/12/2010
... Transportation Program. Enterprise will continue to be the preferred provider for warranty service replacement rentals. The significant areas of change from the previous Agreement are as follows: Tier Structure/Rate Schedule Tier 1 - All Small/Mid-Size/Other...
Re: Help with SATURN car care maitenance plan - 05/14/2010
not sure, my service manager told me its an information bulletin dont know when it came out i did call the dbc but they had to idea w either..thanks anyway
Re: GLOBAL TIRE TRAINING - 05/21/2010
Jim, You can find it in GlobalConnect--Library--Service--Service Operations. It's a PowerPoint presentation, if you don't have Powerpoint you can download a PowerPoint viewer from Microsoft.com to view it.
Re: What are your dealership’s operating hours? - 06/08/2010
The Service, Parts and Body Shop are open Monday thru Friday 8:00 to 5:30. Our Quick Lube is open Monday thru Friday 8:00 to 5:30, also on Saturday 8:00 to 1:00. The Showroom is open Monday thru Friday 8:00 to 6:00, Saturday 8:00 to 3:00. When I first...
Re: NEW WIRING LABOUR OP - 06/24/2010
I believe its in SI under Service Manual/Bulletins, Power & Signal Distribution, Wiring Systems & Power Management, Schematic and Routing Diagrams.
Re: warranty for warpped brake rotors - 09/24/2010
Have you reviewd TSB #00-05-22-002 Disc Brake Warranty Service & Procedures? Specifically page 14 about rotors.
Re: srta trans warranty - 11/16/2010
I WOULD THINK THE SERVICE DEPT WOULD CHECK THE TRANSMISSION TO SEE WHAT THE PROBLEM IS BEFORE THEY DO THE PARTS WARRANTY
Re: GOODWILL PARTS FAILURE - 08/27/2009
Our service manager generally clears these through our AVM first before trying it. Sometimes AVM ok's sometimes not.
Re: Global Warranty Management - 12/30/2009
Check with your service mgr or F.O.M. Our service mgr. received an email from the F.O.M. with a list of dates and information. It looks like the list we received does show the full North Central Region so if you want to tell me what dealership you're...
Re: TRANS REPLACEMENT - 04/14/2009
... Performance Parts Warranty Statement - NEW Transfer Case Warranty now 36 months/100,000 miles GM SERVICE REPLACEMENT POWERTRAIN & GM PERFORMANCE PARTS LIMITED WARRANTY FOR: ENGINES, ENGINE COMPONENTS, TRANSMISSIONS, TRANSMISSION COMPONENTS & TRANSFER...
Re: PARTS WARRANTY - 05/28/2009
We always put part warranties on a second repair order and they are signed by the service manager.
Re: Brake warranty memo - 07/21/2009
#05-05-22-002E: Disc Brake Warranty Service and Procedures - Lateral Runout (LRO), Rotor Pulsation, Pads, Wear, Noise, Refinish, Clean-Up, Corrosion, Squeak, Grind, Groan - (Jul 16, 2009)
Re: 2010 CAMARO - STRIPS - 08/04/2009
My service mgr pulled it up on Global Connect> Accessory Info Center for VPO Option Info. AIC is found in the sales tab.
Re: Global Warranty - 08/12/2009
I looked under service, I dont seem to have it .... is it actually listed as "Global Connect" ???
Re: OLD RECALL LISTING ???? - 04/13/2009
Thanks for that, I had forgotten that the service manager could now authorize for past model vehicles.
Same RO, 2 (or more) repair attempts - 03/04/2009
The service writers have a habit of leaving RO's open and getting them to me days after the repair. Occasionally, a vehicle will return with the same complaint (first attempt using a bulletin did not fix the concern) and they will assign it to a different...
Re: Gremlins - 05/20/2008
I checked again this morning and still can not open the newsletters. I did try other pdf's from GM Messenger and they opened fine. If you would like to give me a call that's fine-email me at service@baumchevybuick.com and I'll get you my # Mark
Re: MARK OF EXCELLENCE QUESTION - 05/29/2008
... test the computer randomly picks a set number of questions from that "pool" The sign up type of service other, service advisor, etc. doesn't really affect the question selection from what I've been told-it's all random....
Re: MARK OF EXCELLENCE QUESTION - 05/28/2008
There isn't one specifically for warranty admins, but you can be enrolled in the one for service advisors.
I would plug the VIN into service workbench and let it tell you whether to proceed as warrantable
Forum - 01/28/2021
If memory serves, the advisor has up to 3 days, service manager 4-7 and WSS after that. DMA no longer handles rentals
What Would You Do - 01/22 - 01/03/2022
... their authorization to perform repairs on a stock unit. Because the claim exceeded the service agent’s empowerment, the warranty administrator wants to be absolutely sure that all compliance issues are addressed before resubmitting for...
Forum - 09/30/2021
That's how i do it. Service mananger must sign off on repair.
(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
Re: PONTIAC PREFERRED OIL CHANGES-SYNTHETIC - 03/23/2010
... to demonstrate to Pontiac owners that your dealership is still their best choice for sales and service. It specifically states on page 4 of the Dealer Guide that the consumer must not be charged for additional fees, and that dealers agree to perform...
Re: NEW RENTAL RATE QUESTION... - 05/12/2010
... Transportation Program. Enterprise will continue to be the preferred provider for warranty service replacement rentals. The significant areas of change from the previous Agreement are as follows: Tier Structure/Rate Schedule Tier 1 - All Small/Mid-Size/Other...
Re: Help with SATURN car care maitenance plan - 05/14/2010
not sure, my service manager told me its an information bulletin dont know when it came out i did call the dbc but they had to idea w either..thanks anyway
Re: GLOBAL TIRE TRAINING - 05/21/2010
Jim, You can find it in GlobalConnect--Library--Service--Service Operations. It's a PowerPoint presentation, if you don't have Powerpoint you can download a PowerPoint viewer from Microsoft.com to view it.
Re: What are your dealership’s operating hours? - 06/08/2010
The Service, Parts and Body Shop are open Monday thru Friday 8:00 to 5:30. Our Quick Lube is open Monday thru Friday 8:00 to 5:30, also on Saturday 8:00 to 1:00. The Showroom is open Monday thru Friday 8:00 to 6:00, Saturday 8:00 to 3:00. When I first...
Re: NEW WIRING LABOUR OP - 06/24/2010
I believe its in SI under Service Manual/Bulletins, Power & Signal Distribution, Wiring Systems & Power Management, Schematic and Routing Diagrams.
Re: warranty for warpped brake rotors - 09/24/2010
Have you reviewd TSB #00-05-22-002 Disc Brake Warranty Service & Procedures? Specifically page 14 about rotors.
Re: srta trans warranty - 11/16/2010
I WOULD THINK THE SERVICE DEPT WOULD CHECK THE TRANSMISSION TO SEE WHAT THE PROBLEM IS BEFORE THEY DO THE PARTS WARRANTY
Re: GOODWILL PARTS FAILURE - 08/27/2009
Our service manager generally clears these through our AVM first before trying it. Sometimes AVM ok's sometimes not.
Re: Global Warranty Management - 12/30/2009
Check with your service mgr or F.O.M. Our service mgr. received an email from the F.O.M. with a list of dates and information. It looks like the list we received does show the full North Central Region so if you want to tell me what dealership you're...
Re: TRANS REPLACEMENT - 04/14/2009
... Performance Parts Warranty Statement - NEW Transfer Case Warranty now 36 months/100,000 miles GM SERVICE REPLACEMENT POWERTRAIN & GM PERFORMANCE PARTS LIMITED WARRANTY FOR: ENGINES, ENGINE COMPONENTS, TRANSMISSIONS, TRANSMISSION COMPONENTS & TRANSFER...
Re: PARTS WARRANTY - 05/28/2009
We always put part warranties on a second repair order and they are signed by the service manager.
Re: Brake warranty memo - 07/21/2009
#05-05-22-002E: Disc Brake Warranty Service and Procedures - Lateral Runout (LRO), Rotor Pulsation, Pads, Wear, Noise, Refinish, Clean-Up, Corrosion, Squeak, Grind, Groan - (Jul 16, 2009)
Re: 2010 CAMARO - STRIPS - 08/04/2009
My service mgr pulled it up on Global Connect> Accessory Info Center for VPO Option Info. AIC is found in the sales tab.
Re: Global Warranty - 08/12/2009
I looked under service, I dont seem to have it .... is it actually listed as "Global Connect" ???
Re: OLD RECALL LISTING ???? - 04/13/2009
Thanks for that, I had forgotten that the service manager could now authorize for past model vehicles.
Same RO, 2 (or more) repair attempts - 03/04/2009
The service writers have a habit of leaving RO's open and getting them to me days after the repair. Occasionally, a vehicle will return with the same complaint (first attempt using a bulletin did not fix the concern) and they will assign it to a different...
Re: Gremlins - 05/20/2008
I checked again this morning and still can not open the newsletters. I did try other pdf's from GM Messenger and they opened fine. If you would like to give me a call that's fine-email me at service@baumchevybuick.com and I'll get you my # Mark
Re: MARK OF EXCELLENCE QUESTION - 05/29/2008
... test the computer randomly picks a set number of questions from that "pool" The sign up type of service other, service advisor, etc. doesn't really affect the question selection from what I've been told-it's all random....
Re: MARK OF EXCELLENCE QUESTION - 05/28/2008
There isn't one specifically for warranty admins, but you can be enrolled in the one for service advisors.
Re: RPO CODES - 06/06/2008
If you go into SI and put in the vehicle, go to Service Manual/Bulletins, General Information, General Information, Introduction, you will find the RPO list for the vehicles there. =-)
Increase in shuttle allowance - 08/25/2008
FYI Attention: Service Manager 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...
Maintenace Website from Newsletter. - 08/29/2008
Anyone using the GM Service Advantage web tool talked about on pg. 7 of the last newsletter or know where we can find more info on it? Tried searching Dealerworld and Global Connect messages and a Google web search and did not turn anything up. We are...
Re: ADMINISTRATIVE ALLOWANCE - 08/18/2008
... flags. For instance, if the job pays .5 and the admin time is .2, the tech gets paid .7. Our service mgr says it helps offset when they get shortchanged on jobs that take longer than warranty pays. The place I worked at before would bill a separate...
Re: Increase in shuttle allowance - 08/25/2008
Ref. number: Service / Service / Warranty / Warranty / G_0000010512 it is in todays new messages:)
Re: Warranty Admin. job description - 12/11/2008
Various position descriptions may be found in the Retail Operating System located in GlobalConnect through the Service tab.
Re: Warranty Admin. job description - 12/04/2008
so glad to hear that im not the only one to deal with an "egomaniac" service manager...thx for listening..i think i just needed to vent today!!!!
Re: How is business? - 12/02/2008
WE ARE DEFINATLY BUSIER IN SERVICE, PEOPLE ARE FIXING INSTEAD OF BUYING BUT SALES HASN'T BEEN TO BAD
Re: OPTION CODE VAT - DEALER INSTALLED CHROME GRILLE - 10/06/2008
Go under messages on global connect. Then go to service. It was from 9/24.
Re: HOURS - 09/04/2008
RAY HUTSON CHEVROLET SERVICE IS OPEN 7AM TILL 5PM AND OPEN 8AM TIL 12:00 NOON ON SAT.
Warranty Briefs: GWM User Manual - 05/25/2022
... help with the warranty administration process. It may be to simply get more information on a service policy or to find out what a transaction type is within Global Warranty Management. The Global Warranty Management User Manual is intended to provide...
Consequential Damage and One Concern with Separate Causes - 11/01/2017
... understand the customer's complaint what they're experiencing and what they want corrected. Service advisors need to listen carefully to what the customer has to say and enter each individual complaint as a specific line on the job card. That said, sometimes...
Forum - 09/19/2007
The service manager should be authorizing claims as the need arises, not after the fact. Unfortunately this is not always the case, therefore those instances should be brought to the service manager's attention as soon as possible, before the claim...
Forum - 09/19/2007
We Are Currently On A Paperless System With Electronic Signature Capture-how Do You Recommend Handling Service Management Authorization On R.o.'s?
Forum - 09/19/2007
Article 1.4.12 provides general program information. Cadillac and Hummer offer Roadside Service specific literature (GM Messenger). Some Roadside basics... Covered during the basic warranty only Complaint code= MJ / Failure code= 98 Non warranty towing=...
Goodwill Tools - 03/26/2024
... 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 something for them to turn the situation into a positive experience or...
Tire Coverage - 07/21/2022
... the exact brand, size, load rating, speed rating and TPC number of the tire being replaced. The service agent identifies the tire manufacturer's part number and the GM part number associated with the tire. The service agent obtains tires through an authorized...
Forum - 09/19/2007
... up as no repair. What was he doing? Driving the vehicle to try to hear the rattle/squeek? Did the service consultant do a poor job of describing the noises so the tech had to put more effort into finding the noise and hopefully correcting it? Unfortunately...
Reprogramming Rejects - 11/12/2007
... claim for module reprogramming with new or updated software and/or calibration files using the TIS Service Programming System (SPS) application must have the warranty claim code submitted as the failure code. Failure to do so will cause the claim to...
Becky - 11/13/2007
... fill out. All tranny, engine, diff, injector and transfer case repair has a form on Dealerworld Service forms to fill out. If they don't fill out the paperwork, they don't get paid. The down side to this is I have had to babysit some of my techs and...
Stock Vehicles & Other Labor Hours - 01/21/2008
Yes, it is ok to apply for OLH on a stock vehicle if is approved by service management and justified by the technician's documentation on the hard copy.
Forum - 11/14/2007
YOU HAVE TO HAVE AN AUTH CODE G TO DO AN ADD CREDIT I HAVE MY SERVICE MANAGER SIGN THE ORIGINAL RO
Forum - 12/18/2007
We use Reynolds and the way I have been shown to do it is that you use the Service Mgrs. number for the admin time allowances.
Recall OLH - 12/20/2007
The service manager can sign OLH on a recall, but in order for any OLH to pay with a V labor op the claim will have to be H-Routed.
Re: administrative allowances - 01/03/2008
ARE YOU PUTTING THE .2 LABOR + THE $20.00 IN SERVICE --- I HAVE BEEN TOLD THE $20.00 GOES TO OUR (PARTS DEPT)FOR THE HANDLING OF THE CLUSTER ????
If you go into SI and put in the vehicle, go to Service Manual/Bulletins, General Information, General Information, Introduction, you will find the RPO list for the vehicles there. =-)
Increase in shuttle allowance - 08/25/2008
FYI Attention: Service Manager 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...
Maintenace Website from Newsletter. - 08/29/2008
Anyone using the GM Service Advantage web tool talked about on pg. 7 of the last newsletter or know where we can find more info on it? Tried searching Dealerworld and Global Connect messages and a Google web search and did not turn anything up. We are...
Re: ADMINISTRATIVE ALLOWANCE - 08/18/2008
... flags. For instance, if the job pays .5 and the admin time is .2, the tech gets paid .7. Our service mgr says it helps offset when they get shortchanged on jobs that take longer than warranty pays. The place I worked at before would bill a separate...
Re: Increase in shuttle allowance - 08/25/2008
Ref. number: Service / Service / Warranty / Warranty / G_0000010512 it is in todays new messages:)
Re: Warranty Admin. job description - 12/11/2008
Various position descriptions may be found in the Retail Operating System located in GlobalConnect through the Service tab.
Re: Warranty Admin. job description - 12/04/2008
so glad to hear that im not the only one to deal with an "egomaniac" service manager...thx for listening..i think i just needed to vent today!!!!
Re: How is business? - 12/02/2008
WE ARE DEFINATLY BUSIER IN SERVICE, PEOPLE ARE FIXING INSTEAD OF BUYING BUT SALES HASN'T BEEN TO BAD
Re: OPTION CODE VAT - DEALER INSTALLED CHROME GRILLE - 10/06/2008
Go under messages on global connect. Then go to service. It was from 9/24.
Re: HOURS - 09/04/2008
RAY HUTSON CHEVROLET SERVICE IS OPEN 7AM TILL 5PM AND OPEN 8AM TIL 12:00 NOON ON SAT.
Warranty Briefs: GWM User Manual - 05/25/2022
... help with the warranty administration process. It may be to simply get more information on a service policy or to find out what a transaction type is within Global Warranty Management. The Global Warranty Management User Manual is intended to provide...
Consequential Damage and One Concern with Separate Causes - 11/01/2017
... understand the customer's complaint what they're experiencing and what they want corrected. Service advisors need to listen carefully to what the customer has to say and enter each individual complaint as a specific line on the job card. That said, sometimes...
Forum - 09/19/2007
The service manager should be authorizing claims as the need arises, not after the fact. Unfortunately this is not always the case, therefore those instances should be brought to the service manager's attention as soon as possible, before the claim...
Forum - 09/19/2007
We Are Currently On A Paperless System With Electronic Signature Capture-how Do You Recommend Handling Service Management Authorization On R.o.'s?
Forum - 09/19/2007
Article 1.4.12 provides general program information. Cadillac and Hummer offer Roadside Service specific literature (GM Messenger). Some Roadside basics... Covered during the basic warranty only Complaint code= MJ / Failure code= 98 Non warranty towing=...
Goodwill Tools - 03/26/2024
... 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 something for them to turn the situation into a positive experience or...
Tire Coverage - 07/21/2022
... the exact brand, size, load rating, speed rating and TPC number of the tire being replaced. The service agent identifies the tire manufacturer's part number and the GM part number associated with the tire. The service agent obtains tires through an authorized...
Forum - 09/19/2007
... up as no repair. What was he doing? Driving the vehicle to try to hear the rattle/squeek? Did the service consultant do a poor job of describing the noises so the tech had to put more effort into finding the noise and hopefully correcting it? Unfortunately...
Reprogramming Rejects - 11/12/2007
... claim for module reprogramming with new or updated software and/or calibration files using the TIS Service Programming System (SPS) application must have the warranty claim code submitted as the failure code. Failure to do so will cause the claim to...
Becky - 11/13/2007
... fill out. All tranny, engine, diff, injector and transfer case repair has a form on Dealerworld Service forms to fill out. If they don't fill out the paperwork, they don't get paid. The down side to this is I have had to babysit some of my techs and...
Stock Vehicles & Other Labor Hours - 01/21/2008
Yes, it is ok to apply for OLH on a stock vehicle if is approved by service management and justified by the technician's documentation on the hard copy.
Forum - 11/14/2007
YOU HAVE TO HAVE AN AUTH CODE G TO DO AN ADD CREDIT I HAVE MY SERVICE MANAGER SIGN THE ORIGINAL RO
Forum - 12/18/2007
We use Reynolds and the way I have been shown to do it is that you use the Service Mgrs. number for the admin time allowances.
Recall OLH - 12/20/2007
The service manager can sign OLH on a recall, but in order for any OLH to pay with a V labor op the claim will have to be H-Routed.
Re: administrative allowances - 01/03/2008
ARE YOU PUTTING THE .2 LABOR + THE $20.00 IN SERVICE --- I HAVE BEEN TOLD THE $20.00 GOES TO OUR (PARTS DEPT)FOR THE HANDLING OF THE CLUSTER ????
Re: administrative allowances - 01/04/2008
I keep the .2 for Service and the 20.00 goes to parts. (Per our Parts Manager!)
Re: administrative allowances - 01/08/2008
[quote] GMNL26089: I keep the .2 for Service and the 20.00 goes to parts. (Per our Parts Manager!) [/quote] I've been taught to add the .2 to labor tech time and put 20.00 for handling fee under net items to go to parts. The Admin. Allowance will go into...
Re: Rejected Claim - 03/07/2008
... to manually input our claims into WINS, as the interface would only include the RO#, VIN, date of service, mileage & service advisor. None of the claim information would carry over, so for us, it wasn't worth it. I have been doing this for almost 3...
Re: GM CERTIFIED - 02/27/2008
Thanks, what if it says 3/3k but has no service contract? But it is in the 3/3k still.
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...
What Would You Do - 02/16 - 02/02/2016
... failures with the HVAC system and a part ordered, the dealership left the job card open. The service manager completed the Minimum Customer Participation Calculator to provide the customer with policy assistance, as the vehicle is outside of the new...
PDI Add Times - 05/13/2016
Is it a requirement to have Service Manager Authorization for added lines for dealer-installed options/accessories on PDI job cards?
Re: DEALERTRACK - 06/22/2016
The line is coded with an "S" for service contract correct? I'm thinking that's why that prompt might be coming up.
Re: HOW DO I CODE THIS? - 08/21/2015
Thanks so much for the information. I am following up with the service manager on this.
Re: Seal Part Warranty - 08/11/2015
... was properly installed and the surfaces were correctly prepared). Responsibility rests with the Service Agent to ensure the correct part(s) are being used and the part(s) are not damaged or defective prior to installation. If the part(s) are found to...
Re: Seal Part Warranty - 08/11/2015
I finally found it in the Parts P&P, not in the Service P&P. Thank You!
Re: NEW GLOBAL - 07/24/2015
Yep, you got it, I was just about to respond to be on the Service Page. Glad you found it!
Re: Closest Available Labor Operation - 07/09/2015
DCain2015 - handle these situations as you would a regular OLH situation (time documentation / service manager authorization / comments supporting closest to operation).
Re: Closest Available Labor Operation - 07/08/2015
Kristen, that is what I told my service manager. We would've needed DMA approval for 2.9 OLH hours because it's the closest available labor operation. He did not agree, since all of the same steps were taken to replace the lamp EXCEPT actually replacing...
Re: What Would You Do - 01/15 - 01/07/2015
No it would not hold up in an audit, the service manager needs to approve , sign and date each add on line separately..
Repeat Repair approvals? - 03/16/2017
... to Labour Code 8465050. Error 028 : Car rental days 07 exceeds the maximum allowed for Service Agent. Warning 124 : This transaction is being reviewed by a GM Service Manager. Transaction Number:001326024363Transaction Status:Pending I...
Forum - 03/17/2017
Repeat repair (pyramiding) authorization must be completed by service management prior to transaction submission - so at this point the authorization would be after the fact.
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.
What Would You Do - 04/17 - 03/21/2017
... card was added after write up to address an open recall that was not found at time of write up.The service manager indicated one authorization, including a signature, date, time, and an explanation to address both the first and third lines. The explanation...
Forum - 03/23/2017
cnkraemer that brings back memories "install SOP " the other dealer i worked for the service advisors used to write that on the job cards all the time used to drive me crazy.
What Would You Do - 02/17 - 01/23/2017
... converter were replaced. The radiator was replaced and a front alignment was performed. The service advisor booked the job card with labor operation 8466410: 1-2-3-4 clutch plate replacement for 12.6 hours. Service management had also approved OLH...
Courtesy Transportation on Special Coverage claim? - 02/01/2017
... customer satisfaction. Dealers are to ensure that these customers understand that shuttle service or some other form of courtesy transportation is available and will be provided at no charge. Dealers should refer to the General Motors Service Policies...
Forum - 02/13/2017
... of the LTG, as applicable. For example, select the Alpha GLC LTG > enter a keyword or select a service category type > select a service category > select a document - it is at this point you are able to view the Effective Date drop down for...
What Would You Do - 03/17 - 02/17/2017
... 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, the customer visited a Buick GMC dealership with the same concern,...
Forum - 11/18/2016
... He is now 6 years old and they are both happy as can be. We had a turkey fly into our service area one day. He flew in one of our big doors then crashed into the glass on the door on the other side of the shop. We had feathers and glass everywhere. ...
I keep the .2 for Service and the 20.00 goes to parts. (Per our Parts Manager!)
Re: administrative allowances - 01/08/2008
[quote] GMNL26089: I keep the .2 for Service and the 20.00 goes to parts. (Per our Parts Manager!) [/quote] I've been taught to add the .2 to labor tech time and put 20.00 for handling fee under net items to go to parts. The Admin. Allowance will go into...
Re: Rejected Claim - 03/07/2008
... to manually input our claims into WINS, as the interface would only include the RO#, VIN, date of service, mileage & service advisor. None of the claim information would carry over, so for us, it wasn't worth it. I have been doing this for almost 3...
Re: GM CERTIFIED - 02/27/2008
Thanks, what if it says 3/3k but has no service contract? But it is in the 3/3k still.
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...
What Would You Do - 02/16 - 02/02/2016
... failures with the HVAC system and a part ordered, the dealership left the job card open. The service manager completed the Minimum Customer Participation Calculator to provide the customer with policy assistance, as the vehicle is outside of the new...
PDI Add Times - 05/13/2016
Is it a requirement to have Service Manager Authorization for added lines for dealer-installed options/accessories on PDI job cards?
Re: DEALERTRACK - 06/22/2016
The line is coded with an "S" for service contract correct? I'm thinking that's why that prompt might be coming up.
Re: HOW DO I CODE THIS? - 08/21/2015
Thanks so much for the information. I am following up with the service manager on this.
Re: Seal Part Warranty - 08/11/2015
... was properly installed and the surfaces were correctly prepared). Responsibility rests with the Service Agent to ensure the correct part(s) are being used and the part(s) are not damaged or defective prior to installation. If the part(s) are found to...
Re: Seal Part Warranty - 08/11/2015
I finally found it in the Parts P&P, not in the Service P&P. Thank You!
Re: NEW GLOBAL - 07/24/2015
Yep, you got it, I was just about to respond to be on the Service Page. Glad you found it!
Re: Closest Available Labor Operation - 07/09/2015
DCain2015 - handle these situations as you would a regular OLH situation (time documentation / service manager authorization / comments supporting closest to operation).
Re: Closest Available Labor Operation - 07/08/2015
Kristen, that is what I told my service manager. We would've needed DMA approval for 2.9 OLH hours because it's the closest available labor operation. He did not agree, since all of the same steps were taken to replace the lamp EXCEPT actually replacing...
Re: What Would You Do - 01/15 - 01/07/2015
No it would not hold up in an audit, the service manager needs to approve , sign and date each add on line separately..
Repeat Repair approvals? - 03/16/2017
... to Labour Code 8465050. Error 028 : Car rental days 07 exceeds the maximum allowed for Service Agent. Warning 124 : This transaction is being reviewed by a GM Service Manager. Transaction Number:001326024363Transaction Status:Pending I...
Forum - 03/17/2017
Repeat repair (pyramiding) authorization must be completed by service management prior to transaction submission - so at this point the authorization would be after the fact.
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.
What Would You Do - 04/17 - 03/21/2017
... card was added after write up to address an open recall that was not found at time of write up.The service manager indicated one authorization, including a signature, date, time, and an explanation to address both the first and third lines. The explanation...
Forum - 03/23/2017
cnkraemer that brings back memories "install SOP " the other dealer i worked for the service advisors used to write that on the job cards all the time used to drive me crazy.
What Would You Do - 02/17 - 01/23/2017
... converter were replaced. The radiator was replaced and a front alignment was performed. The service advisor booked the job card with labor operation 8466410: 1-2-3-4 clutch plate replacement for 12.6 hours. Service management had also approved OLH...
Courtesy Transportation on Special Coverage claim? - 02/01/2017
... customer satisfaction. Dealers are to ensure that these customers understand that shuttle service or some other form of courtesy transportation is available and will be provided at no charge. Dealers should refer to the General Motors Service Policies...
Forum - 02/13/2017
... of the LTG, as applicable. For example, select the Alpha GLC LTG > enter a keyword or select a service category type > select a service category > select a document - it is at this point you are able to view the Effective Date drop down for...
What Would You Do - 03/17 - 02/17/2017
... 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, the customer visited a Buick GMC dealership with the same concern,...
Forum - 11/18/2016
... He is now 6 years old and they are both happy as can be. We had a turkey fly into our service area one day. He flew in one of our big doors then crashed into the glass on the door on the other side of the shop. We had feathers and glass everywhere. ...
Forum - 09/08/2016
A specific stamp for that would be nice. As of now, my service manager is initialing the line with an explanation for the change in pay type. Thanks!
What Would You Do - 10/16 - 09/27/2016
In June, the owner of a 2016 Buick Envision presented their vehicle to the service department with a vibration condition. The dealership technician test drove the vehicle to confirm the concern. The tech then set tire pressures to the recommended values,...
DPF REGENERATION - 09/29/2016
... THE DEF SYSTEM SEEMS TO BE RUNNING LONGER. TECH FOUND THAT THERE AS 37g OF SOOT. HE PERFORMED ADPF SERVICE REGENERATION ON THE VEHICLE. THERE IS NO LABOR OP FOR THIS SERVICE. HOW WOULD I CLAIM THIS UNDER WARRANTY? OR SHOULD THIS BE CUSTOMER PAY...
Customer Concern Not Duplicated - 10/12/2016
... repair time greater than 0.3 hours must be submitted as Other Labor Hours and have appropriate service management approval. "OLH is not allowed on CCND's per P&P. 2.4 states, "Published labor time is the maximum time allowed. Service...
GOING FROM OUTSIDE TO INSIDE WARRANTY - 12/13/2016
... and I am going to be our new warranty adminstrator, I have no experience in the field. Our service advisor has worked in other dealership in the past and has some experience with handling claims. My question is what are some tips you would...
Rental vehicle charges vs VIP Buy - 04/14/2017
Where can I find documentation if any, to show my service managers the limitation on rental charges when a part has a VIP Buy on it??
Forum - 04/19/2017
You can find the sheet under "Service Forms". Scroll down the page to the heading "BRAKES" and the form is found there. I still have my guys attach it everytime.
Forum - 04/19/2017
1MaryRuble: sounds like you have a good process in place for submitting DEF, other than when sales bypasses service!
Forum - 04/19/2017
Is there a GM document that states Service Management Authorization isn't required for OLH related to Consequential Damage as mentioned above?
Forum - 04/25/2017
Please refer to Article 2.4 in the Service P&P for policies associated with CCND operations, as well as bulletin 06-00-89-026. Proper usage of these operations indicates that the technician followed system verification in SI and/or followed diagnostics...
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 - 05/09/2017
The service manager auth should be on both. Then they cannot dispute it
Forum - 05/09/2017
... there to file the warranty claims. Personally, I handle warranty claims, back the cashier, submit service contracts and chase down short-pays on those, help the service manager, check coverage for advisors, maintain the dealer rentals, assist cashier...
Forum - 05/04/2017
From Service P&P Article 3.2.9 Technician Identification and Accounting of Labor Time: Multiple Vehicle Repairs For multiple vehicles requiring reprogramming, as well as service update bulletins and field actions involving inspections only (no parts...
Forum - 05/05/2017
... a hard time remembering to add separate ones for OLH or added operations. We have a monthly service lunch meeting that includes the techs, service manager and advisors, the scheduler and myself that I must bring up time punches for OLH and added...
Forum - 04/27/2017
Go under Service Forms App, General information, 8 sections down, (right above brakes) under Recall Vehicle Action Report-Cam-02
REFINISH ROTORS - 07/28/2017
... AS WELL? IT WOULD GO IN OLH TO COVER TIME FOR THE MACHINING OF THE OTHER SIDE. BUT DO I NEED MY SERVICE MANAGERS AUTHORIZATION FOR THIS TYPE OF OLH? PLEASE SOMEONE CLEAR THIS UP FOR ME. MY SERVICE MANAGER AND I DON'T NECESSARILY AGREE ON THE PROPER WAY...
Forum - 07/19/2017
thanks Kristen, i will print out this bulletin..for some reason i don't get these passed on to me and seems like my service managers don't read them !!!
Forum - 06/05/2017
Policy authorization by service management is necessary on the job card. A copy of the Policy Evaluation Tool is attached to support the transaction.
Potential Repeat Repair approvals and requirements? - 06/05/2017
... replacement on 04/01/17. In the Warranty in Review, Spring 2017 edition from the GM Service page, it states "Transactions requesting payment of potential repeat repairs or pyramiding transactions will require either a copy of the previous...
Forum - 06/28/2017
... may be found 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...
CBG CPO Maint Plans vs Summary Reports - 08/08/2012
Does anyone know if the CBG CPO Maint Plan LOF job cards (having to put the $$ in net) is counted on out Service Agent Analysis reports ???
Re: ONE TIME REPLACEMANT ON DURASTOP BRAKE PADS - 09/14/2012
What your looking for should be in the Service P&P Manual- 1.1.3.2.10 - ACDelco DuraStop Brake Limited Warranty
Re: Who is responsible for call tech line? - 07/03/2012
99% of the time our techs call. Only on a very rare occasion have I seen the service mgr make the call.
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.
A specific stamp for that would be nice. As of now, my service manager is initialing the line with an explanation for the change in pay type. Thanks!
What Would You Do - 10/16 - 09/27/2016
In June, the owner of a 2016 Buick Envision presented their vehicle to the service department with a vibration condition. The dealership technician test drove the vehicle to confirm the concern. The tech then set tire pressures to the recommended values,...
DPF REGENERATION - 09/29/2016
... THE DEF SYSTEM SEEMS TO BE RUNNING LONGER. TECH FOUND THAT THERE AS 37g OF SOOT. HE PERFORMED ADPF SERVICE REGENERATION ON THE VEHICLE. THERE IS NO LABOR OP FOR THIS SERVICE. HOW WOULD I CLAIM THIS UNDER WARRANTY? OR SHOULD THIS BE CUSTOMER PAY...
Customer Concern Not Duplicated - 10/12/2016
... repair time greater than 0.3 hours must be submitted as Other Labor Hours and have appropriate service management approval. "OLH is not allowed on CCND's per P&P. 2.4 states, "Published labor time is the maximum time allowed. Service...
GOING FROM OUTSIDE TO INSIDE WARRANTY - 12/13/2016
... and I am going to be our new warranty adminstrator, I have no experience in the field. Our service advisor has worked in other dealership in the past and has some experience with handling claims. My question is what are some tips you would...
Rental vehicle charges vs VIP Buy - 04/14/2017
Where can I find documentation if any, to show my service managers the limitation on rental charges when a part has a VIP Buy on it??
Forum - 04/19/2017
You can find the sheet under "Service Forms". Scroll down the page to the heading "BRAKES" and the form is found there. I still have my guys attach it everytime.
Forum - 04/19/2017
1MaryRuble: sounds like you have a good process in place for submitting DEF, other than when sales bypasses service!
Forum - 04/19/2017
Is there a GM document that states Service Management Authorization isn't required for OLH related to Consequential Damage as mentioned above?
Forum - 04/25/2017
Please refer to Article 2.4 in the Service P&P for policies associated with CCND operations, as well as bulletin 06-00-89-026. Proper usage of these operations indicates that the technician followed system verification in SI and/or followed diagnostics...
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 - 05/09/2017
The service manager auth should be on both. Then they cannot dispute it
Forum - 05/09/2017
... there to file the warranty claims. Personally, I handle warranty claims, back the cashier, submit service contracts and chase down short-pays on those, help the service manager, check coverage for advisors, maintain the dealer rentals, assist cashier...
Forum - 05/04/2017
From Service P&P Article 3.2.9 Technician Identification and Accounting of Labor Time: Multiple Vehicle Repairs For multiple vehicles requiring reprogramming, as well as service update bulletins and field actions involving inspections only (no parts...
Forum - 05/05/2017
... a hard time remembering to add separate ones for OLH or added operations. We have a monthly service lunch meeting that includes the techs, service manager and advisors, the scheduler and myself that I must bring up time punches for OLH and added...
Forum - 04/27/2017
Go under Service Forms App, General information, 8 sections down, (right above brakes) under Recall Vehicle Action Report-Cam-02
REFINISH ROTORS - 07/28/2017
... AS WELL? IT WOULD GO IN OLH TO COVER TIME FOR THE MACHINING OF THE OTHER SIDE. BUT DO I NEED MY SERVICE MANAGERS AUTHORIZATION FOR THIS TYPE OF OLH? PLEASE SOMEONE CLEAR THIS UP FOR ME. MY SERVICE MANAGER AND I DON'T NECESSARILY AGREE ON THE PROPER WAY...
Forum - 07/19/2017
thanks Kristen, i will print out this bulletin..for some reason i don't get these passed on to me and seems like my service managers don't read them !!!
Forum - 06/05/2017
Policy authorization by service management is necessary on the job card. A copy of the Policy Evaluation Tool is attached to support the transaction.
Potential Repeat Repair approvals and requirements? - 06/05/2017
... replacement on 04/01/17. In the Warranty in Review, Spring 2017 edition from the GM Service page, it states "Transactions requesting payment of potential repeat repairs or pyramiding transactions will require either a copy of the previous...
Forum - 06/28/2017
... may be found 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...
CBG CPO Maint Plans vs Summary Reports - 08/08/2012
Does anyone know if the CBG CPO Maint Plan LOF job cards (having to put the $$ in net) is counted on out Service Agent Analysis reports ???
Re: ONE TIME REPLACEMANT ON DURASTOP BRAKE PADS - 09/14/2012
What your looking for should be in the Service P&P Manual- 1.1.3.2.10 - ACDelco DuraStop Brake Limited Warranty
Re: Who is responsible for call tech line? - 07/03/2012
99% of the time our techs call. Only on a very rare occasion have I seen the service mgr make the call.
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: Who's your boss? - 12/28/2012
my Boss is one of the dealers' son who happens to be in charge of parts and service hired me..
Re: What would you do? - 10/09/2012
... vehicle and many components would need to be replaced to repair in addition to the radiator. The service advisor that was working with the customer contacted their extended warranty provider and was DENIED any sort of claim acceptance due to the type...
Re: TIRE CLAIM - 10/24/2012
THANKS FOR THE HELP, I FINALLY CONVINCED MY SERVICE MANAGER THAT YES WE NEED TO DO A PRE AUTH..
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: Curious...anyone recently debited for vague information in correction lines? - 07/08/2013
... a water pump as "bad". It's a never ending battle, especially when we've recently gotten two new service advisors and two new techs. It's very frustrating. I keep a copy of the Required Operating Procedures bulletin on hand for reference (04-00-89-015)and...
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...
Re: What Would You Do - 01/15 - 02/19/2015
Thanks for the replies rreed & conny! The claim would not hold up in an audit situation. The service manager must approve each added line individually prior to the work being performed. Service management authorization must include the date, time, signature...
Roadside Assistance Labor Ops - 05/29/2014
Does anyone know where to find the labor ops for the roadside assistance services that come with GM Powertrain Warranty?
Re: GMC 2 Year Scheduled Maintenance - 09/27/2013
My service manager did the DBC chat and they gave us the right op's. Thanks
Re: What should I do? - 12/06/2011
I understand how you feel. If you confront the service manager and refuse to submit, could it cost you your job?
Re: Business Choice - 09/16/2011
our service advisor writes an internal job card for the labor only and the salesman who handles business choice submits the claim...
Re: DRAC cars - 08/19/2011
... in Global Warranty Management (GWM) to $42 per day. This change will be communicated to the Service Manager via the Site Map (Main Screen upper right corner) in GWM. This information can also be viewed in GWM under the Analyze Warranty tab, click on...
Re: part pick up fm another dealer for a used vehicle - 04/13/2011
the repair ended up being out of emissions warranty so back to the service advisor it went for him to correct... thanks everyone for your help..
Re: Restriction BT - 04/20/2011
nothing worse than a branded title that gets by the service advisor..i have had one of those too..
wpc returns - 07/05/2011
my service manager is questioning if there is a way to find the date and time the wpc posts a request for parts return after the claim is submitted..thanks
Re: ON-GOING BATTLE WITH TECHS - 07/13/2011
... are encountered which would require other labour hours: The technician is to contact service management for approval prior to the work being performed. Service management approval is required for the technician to proceed on a other labour hours basis....
$25.00 GM coupons - 06/13/2012
... 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 op from the back of the coupon as instructed (Z2242). It rejected,...
Re: CURIOUS ABOUT PAY - 07/09/2012
... hourly...once I went through all the training. At Jan. I got a raise to $12/hr. Plus I do half the service managers job, dispatching, writing service, pulling cars, etc. I feel with all the responsiblility I should be getting paid more. Once I was trained,...
What would you do? - 07/20/2012
... vehicle and many components would need to be replaced to repair in addition to the radiator. The service advisor that was working with the customer contacted their extended warranty provider and was DENIED any sort of claim acceptance due to the type...
Re: GM Tire Program - 04/18/2012
Glad to be of service! That's the first time I've been involved in that scenario.
Re: GM Dealer Rent-A-Car - 04/12/2012
Add Service Managers to the list of people needed to be retrained..Rentals have always been abused its assumed that rental cars are a part of the warranty...
Re: Sheet metal repair - 05/30/2012
Thanks! I showed this to my service manager - I have not heard from him yet what the result was
GM FAMILY FIRST - 12/29/2011
Does anybody know what the labor op is for the GM Family First discount aka GM Certified Service Employee Discount Program?
Re: Emissions Coverage - 01/18/2012
Oh, thank goodness...I'm not crazy. I find I second guess myself when I see a service advisor or the service manager write up a warranty ticket for something beyond time or mileage limits with no explanation or note of goodwill at all! The longer I...
Re: Rental days? - 03/12/2012
I believe anything 3 days or over the service mgr has to authorize with signature on RO, but we can submit for up to 5 days without H-routing.
my Boss is one of the dealers' son who happens to be in charge of parts and service hired me..
Re: What would you do? - 10/09/2012
... vehicle and many components would need to be replaced to repair in addition to the radiator. The service advisor that was working with the customer contacted their extended warranty provider and was DENIED any sort of claim acceptance due to the type...
Re: TIRE CLAIM - 10/24/2012
THANKS FOR THE HELP, I FINALLY CONVINCED MY SERVICE MANAGER THAT YES WE NEED TO DO A PRE AUTH..
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: Curious...anyone recently debited for vague information in correction lines? - 07/08/2013
... a water pump as "bad". It's a never ending battle, especially when we've recently gotten two new service advisors and two new techs. It's very frustrating. I keep a copy of the Required Operating Procedures bulletin on hand for reference (04-00-89-015)and...
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...
Re: What Would You Do - 01/15 - 02/19/2015
Thanks for the replies rreed & conny! The claim would not hold up in an audit situation. The service manager must approve each added line individually prior to the work being performed. Service management authorization must include the date, time, signature...
Roadside Assistance Labor Ops - 05/29/2014
Does anyone know where to find the labor ops for the roadside assistance services that come with GM Powertrain Warranty?
Re: GMC 2 Year Scheduled Maintenance - 09/27/2013
My service manager did the DBC chat and they gave us the right op's. Thanks
Re: What should I do? - 12/06/2011
I understand how you feel. If you confront the service manager and refuse to submit, could it cost you your job?
Re: Business Choice - 09/16/2011
our service advisor writes an internal job card for the labor only and the salesman who handles business choice submits the claim...
Re: DRAC cars - 08/19/2011
... in Global Warranty Management (GWM) to $42 per day. This change will be communicated to the Service Manager via the Site Map (Main Screen upper right corner) in GWM. This information can also be viewed in GWM under the Analyze Warranty tab, click on...
Re: part pick up fm another dealer for a used vehicle - 04/13/2011
the repair ended up being out of emissions warranty so back to the service advisor it went for him to correct... thanks everyone for your help..
Re: Restriction BT - 04/20/2011
nothing worse than a branded title that gets by the service advisor..i have had one of those too..
wpc returns - 07/05/2011
my service manager is questioning if there is a way to find the date and time the wpc posts a request for parts return after the claim is submitted..thanks
Re: ON-GOING BATTLE WITH TECHS - 07/13/2011
... are encountered which would require other labour hours: The technician is to contact service management for approval prior to the work being performed. Service management approval is required for the technician to proceed on a other labour hours basis....
$25.00 GM coupons - 06/13/2012
... 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 op from the back of the coupon as instructed (Z2242). It rejected,...
Re: CURIOUS ABOUT PAY - 07/09/2012
... hourly...once I went through all the training. At Jan. I got a raise to $12/hr. Plus I do half the service managers job, dispatching, writing service, pulling cars, etc. I feel with all the responsiblility I should be getting paid more. Once I was trained,...
What would you do? - 07/20/2012
... vehicle and many components would need to be replaced to repair in addition to the radiator. The service advisor that was working with the customer contacted their extended warranty provider and was DENIED any sort of claim acceptance due to the type...
Re: GM Tire Program - 04/18/2012
Glad to be of service! That's the first time I've been involved in that scenario.
Re: GM Dealer Rent-A-Car - 04/12/2012
Add Service Managers to the list of people needed to be retrained..Rentals have always been abused its assumed that rental cars are a part of the warranty...
Re: Sheet metal repair - 05/30/2012
Thanks! I showed this to my service manager - I have not heard from him yet what the result was
GM FAMILY FIRST - 12/29/2011
Does anybody know what the labor op is for the GM Family First discount aka GM Certified Service Employee Discount Program?
Re: Emissions Coverage - 01/18/2012
Oh, thank goodness...I'm not crazy. I find I second guess myself when I see a service advisor or the service manager write up a warranty ticket for something beyond time or mileage limits with no explanation or note of goodwill at all! The longer I...
Re: Rental days? - 03/12/2012
I believe anything 3 days or over the service mgr has to authorize with signature on RO, but we can submit for up to 5 days without H-routing.
Re: CURIOUS ABOUT PAY - 01/25/2012
... from part time (for about 15 years)to full time one year ago. I was receiving a flat "fee" for my services as part time and a clean schedule bonus. They asked what I felt I should get when coming back full time so I said I should receive the same amount...
Re: Dumb Question on GMPP courtesy cars - 03/15/2011
... 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 with the expense. ...
The 3 C's - 03/03/2014
Does anyone have any suggestions on how to get my service advisors & techs motivated to be more detailed when filling out their Three C's? I receive bare minimum responses, sometimes blank!, and being pretty new to the industry I have limited car mechanics...
What Would You Do - 12/14 - 11/25/2014
After reviewing and printing a 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...
Re: DEALER INSTALLED TRANSMISSION PARTS WARRANTY - 12/04/2014
Error code 807 will require authorizing the transaction as Policy. Rather than selecting GM Authorization, select Service Agent Self Authorization from the authorization field of the transaction. Check the Policy box, add comments to support (transmission...
Re: Does anyone know whats covered under the Business Maintenance Plan? - 07/16/2013
The Business plan is found on GLOBAL CONNECT: Home > Service Workbench > Reports & Tools > P&P Manuals and other Service/Parts Publications Select Business Choice Business Maintenance Plan The first page shows the information you need :)
Re: Sierra Pro Grade Protection - 06/17/2013
A link for the 2013 GMC Pro Grade Protection Guide is available in GlobalConnect>Service Workbench>Reports and Tools>P&P Manuals and other Service/Parts Publications. The labour operation for reimbursement is: 0600683 (Oil, filter change, tire rotation,...
Re: campaign report - 10/09/2012
... report appears to have been eliminated from Global. (I do recall seeing it in the past also!) The Service Update and Field Action Bulletin Information link within the Service Workbench provides the option of reviewing the open campaign report for your...
Forum - 06/28/2017
... out example: Job Line 1: 0600002 $35 : Misc Net Job Line 2: 0600172 Misc Net: 0.5 hrs (30 minute guarantee) = $67.82 Misc Net: 0.5 hrs x 60% premium = $40.69 Transaction total: $143.51 ...
Forum - 06/30/2017
... requires the performance of all open or incomplete required field actions of any kind, including Service Update Bulletins (including expired SUBs). For a non-CPO situation; review with service management....
Forum - 07/14/2017
We noticed that the written information for submitting a closest-to labor operation has been eliminated from the Service Policy manual. The policy used to state that when using a closest-to labor operation, a separate time recording was required and the...
What Would You Do - 08/17 - 07/25/2017
... the recommendation to monitor the situation and return as necessary.The customer returned to the service department, verifying that the condition was occurring when the HVAC control was set to defrost mode. The technician extensively test drove the vehicle...
Forum - 05/11/2017
The following is from Service P&P Article 3.1.1 regarding job card systems...note the italicized section below. Electronic Job Card Systems: Job cards with electronic input, transfer, storage and printing capability. The following policies apply:•...
Forum - 12/15/2016
... with the parts side of CDK, which is the program we are using. Im going to go have a chat with my service manager and discuss what you just told me and why it makes sense to leave them open until entered. Is there any benefit of the service department...
Forum - 01/19/2017
... the warranty for each month. He said he would look at it and get back with me. Been 6 months! Our service manager only cares about making money so my warranty job is very difficult! Then I also Manage website, take all pictures, manage the third party...
Forum - 03/27/2017
... OLH as necessary to account for the labor to repair/replace the subsequently damaged components. Service management authorization on the job card does not apply and separate time documentation is not required. Service agent self authorization on the...
Re: wpc part not sent back - 06/23/2015
... ESC parts) must be retained for 24 hours beyond receipt of the Transaction Summary showing credit. Service Agents must check for WPC requests through the Global Warranty Management system. If no WPC return request is received within 24 hours of the Service...
Re: Seal Part Warranty - 08/11/2015
... On a side note...here is a quick tip for searching a specific article or topic: >Select the Service Policies & Procedures Manual link from the Policies, Procedures & Guides list. >At the Policy Manuals home page (where links to the five manuals are...
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 - 09/01/2016
... while the customer is present. Any changes regarding who is responsible for the charges require service management authorization prior to repairs being performed. <Article 3.2.4 Authorization to Perform Repairs> While not considered an added operation...
What Would You Do - 08/16 - 07/28/2016
A 2015 Chevrolet Silverado is at the dealership service department to address a concern with a vibration in the vehicle and the center console shaking, at times, between 75-80 mph. The vehicle has approximately 1,500 miles on the odometer. Since the...
Forum - 08/24/2016
From Service Policies & Procedures Manual Article 1.1.1: Note that vehicles with branded titles (i.e., salvaged, totaled, rebuilt, etc.) are typically not included in special coverage adjustment programs. However, if the special coverage is being...
Re: TECH FOUND PART DAMAGED WHEN PACKAGE WAS OPENED - 02/25/2016
Thank you for your response, the part is a steering wheel position sensor. Service and Parts manager need"s to be the one to make that decision on how to handle this. I feel 100% certain in my decision not to claim as a failed part thru warranty. But...
Re: GM CERTIFIED - 02/27/2008
[quote] GMNL29448: Thanks, what if it says 3/3k but has no service contract? But it is in the 3/3k still. [/quote] If it shows 3/3 Certified under the regular warranty area on VIS then it is run as regular warranty. If it shows under service contract...
Brake Pad Replacement - 09/19/2007
Most technicans will turn rotors as part of a "brake job" that includes replacing brake pads as a maintenance service. If the vehicle is still under warranty, does anybody feel it is OK to run the pads as CP but run H0127 as a warranty claim for labor...
... from part time (for about 15 years)to full time one year ago. I was receiving a flat "fee" for my services as part time and a clean schedule bonus. They asked what I felt I should get when coming back full time so I said I should receive the same amount...
Re: Dumb Question on GMPP courtesy cars - 03/15/2011
... 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 with the expense. ...
The 3 C's - 03/03/2014
Does anyone have any suggestions on how to get my service advisors & techs motivated to be more detailed when filling out their Three C's? I receive bare minimum responses, sometimes blank!, and being pretty new to the industry I have limited car mechanics...
What Would You Do - 12/14 - 11/25/2014
After reviewing and printing a 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...
Re: DEALER INSTALLED TRANSMISSION PARTS WARRANTY - 12/04/2014
Error code 807 will require authorizing the transaction as Policy. Rather than selecting GM Authorization, select Service Agent Self Authorization from the authorization field of the transaction. Check the Policy box, add comments to support (transmission...
Re: Does anyone know whats covered under the Business Maintenance Plan? - 07/16/2013
The Business plan is found on GLOBAL CONNECT: Home > Service Workbench > Reports & Tools > P&P Manuals and other Service/Parts Publications Select Business Choice Business Maintenance Plan The first page shows the information you need :)
Re: Sierra Pro Grade Protection - 06/17/2013
A link for the 2013 GMC Pro Grade Protection Guide is available in GlobalConnect>Service Workbench>Reports and Tools>P&P Manuals and other Service/Parts Publications. The labour operation for reimbursement is: 0600683 (Oil, filter change, tire rotation,...
Re: campaign report - 10/09/2012
... report appears to have been eliminated from Global. (I do recall seeing it in the past also!) The Service Update and Field Action Bulletin Information link within the Service Workbench provides the option of reviewing the open campaign report for your...
Forum - 06/28/2017
... out example: Job Line 1: 0600002 $35 : Misc Net Job Line 2: 0600172 Misc Net: 0.5 hrs (30 minute guarantee) = $67.82 Misc Net: 0.5 hrs x 60% premium = $40.69 Transaction total: $143.51 ...
Forum - 06/30/2017
... requires the performance of all open or incomplete required field actions of any kind, including Service Update Bulletins (including expired SUBs). For a non-CPO situation; review with service management....
Forum - 07/14/2017
We noticed that the written information for submitting a closest-to labor operation has been eliminated from the Service Policy manual. The policy used to state that when using a closest-to labor operation, a separate time recording was required and the...
What Would You Do - 08/17 - 07/25/2017
... the recommendation to monitor the situation and return as necessary.The customer returned to the service department, verifying that the condition was occurring when the HVAC control was set to defrost mode. The technician extensively test drove the vehicle...
Forum - 05/11/2017
The following is from Service P&P Article 3.1.1 regarding job card systems...note the italicized section below. Electronic Job Card Systems: Job cards with electronic input, transfer, storage and printing capability. The following policies apply:•...
Forum - 12/15/2016
... with the parts side of CDK, which is the program we are using. Im going to go have a chat with my service manager and discuss what you just told me and why it makes sense to leave them open until entered. Is there any benefit of the service department...
Forum - 01/19/2017
... the warranty for each month. He said he would look at it and get back with me. Been 6 months! Our service manager only cares about making money so my warranty job is very difficult! Then I also Manage website, take all pictures, manage the third party...
Forum - 03/27/2017
... OLH as necessary to account for the labor to repair/replace the subsequently damaged components. Service management authorization on the job card does not apply and separate time documentation is not required. Service agent self authorization on the...
Re: wpc part not sent back - 06/23/2015
... ESC parts) must be retained for 24 hours beyond receipt of the Transaction Summary showing credit. Service Agents must check for WPC requests through the Global Warranty Management system. If no WPC return request is received within 24 hours of the Service...
Re: Seal Part Warranty - 08/11/2015
... On a side note...here is a quick tip for searching a specific article or topic: >Select the Service Policies & Procedures Manual link from the Policies, Procedures & Guides list. >At the Policy Manuals home page (where links to the five manuals are...
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 - 09/01/2016
... while the customer is present. Any changes regarding who is responsible for the charges require service management authorization prior to repairs being performed. <Article 3.2.4 Authorization to Perform Repairs> While not considered an added operation...
What Would You Do - 08/16 - 07/28/2016
A 2015 Chevrolet Silverado is at the dealership service department to address a concern with a vibration in the vehicle and the center console shaking, at times, between 75-80 mph. The vehicle has approximately 1,500 miles on the odometer. Since the...
Forum - 08/24/2016
From Service Policies & Procedures Manual Article 1.1.1: Note that vehicles with branded titles (i.e., salvaged, totaled, rebuilt, etc.) are typically not included in special coverage adjustment programs. However, if the special coverage is being...
Re: TECH FOUND PART DAMAGED WHEN PACKAGE WAS OPENED - 02/25/2016
Thank you for your response, the part is a steering wheel position sensor. Service and Parts manager need"s to be the one to make that decision on how to handle this. I feel 100% certain in my decision not to claim as a failed part thru warranty. But...
Re: GM CERTIFIED - 02/27/2008
[quote] GMNL29448: Thanks, what if it says 3/3k but has no service contract? But it is in the 3/3k still. [/quote] If it shows 3/3 Certified under the regular warranty area on VIS then it is run as regular warranty. If it shows under service contract...
Brake Pad Replacement - 09/19/2007
Most technicans will turn rotors as part of a "brake job" that includes replacing brake pads as a maintenance service. If the vehicle is still under warranty, does anybody feel it is OK to run the pads as CP but run H0127 as a warranty claim for labor...
Cadillac Maintenance - 06/15/2023
... the first year of ownership. For the 2023 model year and beyond, vehicles are covered with one service within the first 18 months of ownership. Oil change, tire rotation, and MPVI are all covered during the first maintenance visit, in accordance with...
Warranty Briefs: Creating an Add On Report - 10/18/2023
... cards with add on repair lines are frequently included in Electronic Warranty Reviews by GM Audit Services. With the most common deviations: no/incomplete service management authorization or missing customer approval to proceed with the add-on repair. Service...
Forum - 09/19/2007
... but here is information for you regarding a purely electronic repair order system from GM Service Policies & Procedures... (Article 1.6.1) a. Electronic Repair Order Systems Repair Order's with electronic input, transfer, storage and printing capability....
Paint Repairs - 10/02/2018
... as OLH and requires a separate time recording by the body shop technician as well as appropriate service management approval. There are times when it is necessary to blend paint onto the adjacent panel or panels to achieve an acceptable color match. Blend...
Warranty Resource Center - 04/29/2022
... links to a couple frequently used sites in Global Connect including Global Warranty Management and Service Information. There are six tiles on the center's home page, each containing a wealth of information, including Policies, Procedures and Global...
Concern Not Duplicated - 05/17/2022
... with a customer originated concern where no corrective action was taken. They may not be used on service agent owned vehicles. Customer concerns that may be addressed by service management or service advisors without the involvement of a technician are...
Consumer Part Warranty - 04/02/2020
... when purchased as a retail transaction. The warranty also is applicable for parts replaced under a service contract. It is a Federal law that purchasers of consumer warranty parts receive a copy of the warranty coverage. These copies typically do not...
Major Assembly Replacements - 05/26/2021
Once vehicle diagnosis indicates the need for an engine or transmission replacement the Service Agent must perform the following actions, prior to disassembly or replacement. Complete the Engine Calibration Verification process as outlined in the following...
Repeat Repair Authorization - 10/02/2018
Repeat Repair - Shop Comeback Service management is responsible for determining that the current repair is the responsibility of GM and not the result of a previous improper dealer workmanship or diagnosis. Associated reject codes with this scenario...
Servicing Vehicles From Canada - 06/20/2019
... vehicles but most of the same guidelines apply for vehicles sold and registered in Mexico. The Service P&P, article 1.2, includes Mexican vehicle warranty repair guidelines and should be referred to when servicing a Mexican sold and registered vehicle...
What Would You Do? 08/08 - 10/14/2008
... 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 from under the vehicle. After inspection, it was found that the...
Little Tiggers - 12/09/2008
... miles north of us out in the country. Her vehicle had been parked in a barn on her property. The Service Engine Soon light came on, and Onstar contacted her to bring the vehicle to the dealership for service. She made the appointment and drove the Trailblazer...
Re: Engine Warranty Question - 01/15/2009
From P&P art. 1.1.3.2.1 - GM Goodwrench Service Replacement Engines or Automatic Transmission/Transaxle Assemblies Limited Warranty Applies only when purchased as a retail transaction. (Retail Transaction is defined as customer paying all or any portion...
Re: QUESTION: WARRANTY REPAIR OLH - 01/19/2009
... gets 1.8 there is no olh. If the labor op has no add for diag, olh needs to be signed off by the service manager then put in the olh slot. I've had trouble with my service writers putting labor op adds in the olh slot. Hope that helps Becky...
Re: GLOBAL WARRANTY - 08/21/2008
... already taken them all. They are really easily. They are laid out as 1 WBT for parts, 1 WBT for service consultants, 1 WBT for techs and 1 WBT which includes all of them for warranty adm. They just kind of take you through things, give you an idea of...
Re: Labor Op Help Please!!! - 08/13/2008
... into $63 to flag your tech. We usually give ours 1 hour and the difference is absorbed by the service department. Keeps the techs happy that way. We usually have a separate RO for the package installs, billed internal like Mark's shop does it... I...
About Two Hours - 03/04/2009
I was working behind the service desk of a new car dealership one morning, when a middle aged woman walked in. She explained 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...
OOPS - 03/31/2009
I was working for a dealer in South Texas a couple of years ago; in the accounting office above the service drive. One day in the middle of a perfectly normal afternoon we heard this huge crash and crunch and the building jolted so hard that we thought...
Updated Brake Warranty Procedures - 03/27/2009
... Lateral Runout Requirement on rotor and brake repairs. From 00-05-22-002L: Disc Brake Warranty Service and Procedures - (Mar 26, 2009): " This bulletin is being revised to inform you that due to improvements in vehicle brake corner and wheel design,...
There is an on/off button? - 05/29/2009
Our service department changed the oil in a lady's car and did a safety inspection while she waited. When done, I pulled her car out front and met her in the lobby with her invoice. She paid the cashier and about 5 minutes later returned and was all upset...
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: RENTAL REJECTS - 07/10/2009
... message came through from GM via Global Connect about the issue: Date: 07/10/2009 Ref. number: Service / Warranty / G_0000033447 Subject: WINS Credit Cycle #021 - July 10, 2009 -------------------------------------------------------------------------------- GM...
Re: Recall Policies & Procedures question - 05/20/2009
Sounds like this aftermarket shop needs an ethics lesson and your service manager needs to be shot. It would also be fraud for you to file the claim with GM for work you did not do. You could be putting your franchise in jeopardy by doing this. With...
AFTERMARKET ROTORS - 05/12/2009
My service manager is telling me that 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....
THE GOOD LORD AND GOOD CUSTOMERS - 04/21/2009
... 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 VEHICLE AND THE COST TO REPAIR WILL...
... the first year of ownership. For the 2023 model year and beyond, vehicles are covered with one service within the first 18 months of ownership. Oil change, tire rotation, and MPVI are all covered during the first maintenance visit, in accordance with...
Warranty Briefs: Creating an Add On Report - 10/18/2023
... cards with add on repair lines are frequently included in Electronic Warranty Reviews by GM Audit Services. With the most common deviations: no/incomplete service management authorization or missing customer approval to proceed with the add-on repair. Service...
Forum - 09/19/2007
... but here is information for you regarding a purely electronic repair order system from GM Service Policies & Procedures... (Article 1.6.1) a. Electronic Repair Order Systems Repair Order's with electronic input, transfer, storage and printing capability....
Paint Repairs - 10/02/2018
... as OLH and requires a separate time recording by the body shop technician as well as appropriate service management approval. There are times when it is necessary to blend paint onto the adjacent panel or panels to achieve an acceptable color match. Blend...
Warranty Resource Center - 04/29/2022
... links to a couple frequently used sites in Global Connect including Global Warranty Management and Service Information. There are six tiles on the center's home page, each containing a wealth of information, including Policies, Procedures and Global...
Concern Not Duplicated - 05/17/2022
... with a customer originated concern where no corrective action was taken. They may not be used on service agent owned vehicles. Customer concerns that may be addressed by service management or service advisors without the involvement of a technician are...
Consumer Part Warranty - 04/02/2020
... when purchased as a retail transaction. The warranty also is applicable for parts replaced under a service contract. It is a Federal law that purchasers of consumer warranty parts receive a copy of the warranty coverage. These copies typically do not...
Major Assembly Replacements - 05/26/2021
Once vehicle diagnosis indicates the need for an engine or transmission replacement the Service Agent must perform the following actions, prior to disassembly or replacement. Complete the Engine Calibration Verification process as outlined in the following...
Repeat Repair Authorization - 10/02/2018
Repeat Repair - Shop Comeback Service management is responsible for determining that the current repair is the responsibility of GM and not the result of a previous improper dealer workmanship or diagnosis. Associated reject codes with this scenario...
Servicing Vehicles From Canada - 06/20/2019
... vehicles but most of the same guidelines apply for vehicles sold and registered in Mexico. The Service P&P, article 1.2, includes Mexican vehicle warranty repair guidelines and should be referred to when servicing a Mexican sold and registered vehicle...
What Would You Do? 08/08 - 10/14/2008
... 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 from under the vehicle. After inspection, it was found that the...
Little Tiggers - 12/09/2008
... miles north of us out in the country. Her vehicle had been parked in a barn on her property. The Service Engine Soon light came on, and Onstar contacted her to bring the vehicle to the dealership for service. She made the appointment and drove the Trailblazer...
Re: Engine Warranty Question - 01/15/2009
From P&P art. 1.1.3.2.1 - GM Goodwrench Service Replacement Engines or Automatic Transmission/Transaxle Assemblies Limited Warranty Applies only when purchased as a retail transaction. (Retail Transaction is defined as customer paying all or any portion...
Re: QUESTION: WARRANTY REPAIR OLH - 01/19/2009
... gets 1.8 there is no olh. If the labor op has no add for diag, olh needs to be signed off by the service manager then put in the olh slot. I've had trouble with my service writers putting labor op adds in the olh slot. Hope that helps Becky...
Re: GLOBAL WARRANTY - 08/21/2008
... already taken them all. They are really easily. They are laid out as 1 WBT for parts, 1 WBT for service consultants, 1 WBT for techs and 1 WBT which includes all of them for warranty adm. They just kind of take you through things, give you an idea of...
Re: Labor Op Help Please!!! - 08/13/2008
... into $63 to flag your tech. We usually give ours 1 hour and the difference is absorbed by the service department. Keeps the techs happy that way. We usually have a separate RO for the package installs, billed internal like Mark's shop does it... I...
About Two Hours - 03/04/2009
I was working behind the service desk of a new car dealership one morning, when a middle aged woman walked in. She explained 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...
OOPS - 03/31/2009
I was working for a dealer in South Texas a couple of years ago; in the accounting office above the service drive. One day in the middle of a perfectly normal afternoon we heard this huge crash and crunch and the building jolted so hard that we thought...
Updated Brake Warranty Procedures - 03/27/2009
... Lateral Runout Requirement on rotor and brake repairs. From 00-05-22-002L: Disc Brake Warranty Service and Procedures - (Mar 26, 2009): " This bulletin is being revised to inform you that due to improvements in vehicle brake corner and wheel design,...
There is an on/off button? - 05/29/2009
Our service department changed the oil in a lady's car and did a safety inspection while she waited. When done, I pulled her car out front and met her in the lobby with her invoice. She paid the cashier and about 5 minutes later returned and was all upset...
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: RENTAL REJECTS - 07/10/2009
... message came through from GM via Global Connect about the issue: Date: 07/10/2009 Ref. number: Service / Warranty / G_0000033447 Subject: WINS Credit Cycle #021 - July 10, 2009 -------------------------------------------------------------------------------- GM...
Re: Recall Policies & Procedures question - 05/20/2009
Sounds like this aftermarket shop needs an ethics lesson and your service manager needs to be shot. It would also be fraud for you to file the claim with GM for work you did not do. You could be putting your franchise in jeopardy by doing this. With...
AFTERMARKET ROTORS - 05/12/2009
My service manager is telling me that 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....
THE GOOD LORD AND GOOD CUSTOMERS - 04/21/2009
... 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 VEHICLE AND THE COST TO REPAIR WILL...
Re: PARTS DEPT - 02/03/2010
[quote] h&kchevy : If you are on Global Warranty Mangement there is a place in your Service Agent profile that tells you exactly what your parts retention requirements are. Go to the Analyze Warranty Tab at the top (4th one), then go to View Service...
Re: HVAC ODOR - 07/19/2010
... the repair needed to properly address 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...
Re: DMA Authorization Form - 12/15/2010
... no DMA designation anywhere.....It's called "Fixed Operations Manager Authorization." (Dealership Service Management Template) Fill in the blanks and send it back by email. This is the third time doing this for this R-O! My initial submission was in...
Dexos Oil - 12/22/2010
... warranty. If you are unsure whether the oil is approved to the dexos specification, ask your service provider." Not sure if everyone is aware of this. Our dealership was required to purchase the dexos oil from GM and I'm sure there will be some customers...
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
Re: VIN BREAKDOWN - 02/24/2011
Model/Model year specific VIN card information may be found in GlobalConnect through the following path: SI>service manual/bulletins>general information>general information>introduction>vehicle, engine, transmission ID & VIN location, derivative & usage. VIN...
Re: Requirements - 03/01/2011
... (just starting this week), and would love a list. [/quote] You can also go into Workbench-Service-Reports & Tools-Service Forms. There are all the forms needed for anything from brake measurements to PQC forms ...
Re: DEALER INSTALLED GM ACCESSORIES - 05/04/2010
... coverage. P&P Art. 1.2.4.1: All new or remanufactured GM Parts and Accessories installed by Service Agent are covered, parts and labour, for any remaining unused portion of the Vehicle or Emissions Warranty or 12 months or 12,000 miles, whichever is...
Forum - 08/16/2021
Jennifer, I hope you mean "20.00" for airbag handling. All my admin fees go to service policy except ESC handling, parts has a way to pre-bill me on those so it goes to one of their accounts. Otherwise I collect them and put them to a "slush" account...
Forum - 11/30/2021
... anyway!' Your response isnt showing. Select vehicle at top of si, click Next, go to Service Manual/Bulletins, then type Vin decoder in search box. Your bulletins, campaigns and pi's are the top search result. Ignore that and scroll down service...
What Would You Do - 04/21 - 03/22/2021
On February 18, 2021 a 2019 Chevrolet Silverado 3500 truck was in the service department with a concern that the vehicle was slow to start and it was necessary to boost. The technician tested the battery with the GR8 tester and documented that the battery...
1234-YF bulletin for print out? - 04/12/2021
... #? Sorry nevermind, I found it in P&P R-1234yf Refrigerant When warranty service or repair is needed on R-1234yf air conditioning systems, all Service Agents must use the newly released GE-50300 Recovery/Recycle/Recharge Machine....
Forum - 03/03/2020
... Decisions that are within the GM participation range calculated by the PET may be submitted with Service Agent Self Authorization for a policy decision (with service management authorization prior to the first transaction submission). Policy decisions...
Forum - 01/21/2020
... 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?...
What Would You Do - 09/19 - 08/27/2019
... inspected the vehicle and the bent tonneau cover and determined it required replacement. The service advisor confirmed that the vehicle was under warranty and noted that the tri-fold soft tonneau cover was listed in the Vehicle Build section as “dealer...
Forum - 11/14/2019
Required Field Actions (Recalls) may be performed regardless of vehicle speedometer and IVH conversion. Service Agents should offer and encourage speedometer conversions, however, completion of a Required Field Action must not be denied if the customer...
Forum - 11/18/2019
... for OLH must be authorized prior to the first transaction submission. In both cases, service management authorization is required on the job card. Transaction submission: In the Authorization section of the transaction, select Service Agent...
Forum - 11/05/2019
Please look for our new "Courtesy Transportation" online training video which will be out soon! In the meantime, service agents may submit for actual rental expenses up to a max of $38/day when a GM vehicle is rented from a preferred rental agency. (e.g....
What Would You Do - 02/20 - 01/29/2020
... on the odometer speculated that their vehicle needed a new catalytic converter. At write up the service advisor reviewed IVH and noted that the vehicle’s Bumper to Bumper Limited Warranty and Powertrain Warranty had expired, but the Emissions,...
Forum - 06/19/2019
... converter. OLH time should not exceed the standard base time allowed for converter replacement. Service Management authorization on the job card does not apply and separate on/off punch time for the converter replacement (OLH claimed) is not required. Service...
Forum - 05/23/2019
... usually included in the base time. If it is a difficult diagnosis the technician should go to the service manager and let them know they need extra time (olh) and their notes have to dictate exactly what the problem was and why it took longer then the...
Forum - 05/13/2019
Thanks for bringing this to our attention! Wiper blades are included in the list of Maintenance related services. And, as such, are covered by the New Vehicle Limited Warranty for up to 7,500 miles, replacements after 7,500 miles are considered maintenance. An...
Forum - 04/18/2019
Based on Transportation P&P Articles 1.1.4/1.1.5: The ePOD/Delivery Receipt/LON are to be signed by the "service agent", "dealer representative", or dealership "inspector". A specific title for a dealership employee is not specified (e.g. body...
Forum - 04/10/2019
... Parts and labor warranty when installed by a GM Dealer or qualified installing Independent Service Center (ISC). 2. Parts and labor warranty when sold over the counter and REPAIRED by a GM Dealer or qualified installing Independent Service Center (ISC),...
Forum - 04/02/2019
... 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. Submission of a claim for reimbursement constitutes dealer's agreement to the rates, terms,...
[quote] h&kchevy : If you are on Global Warranty Mangement there is a place in your Service Agent profile that tells you exactly what your parts retention requirements are. Go to the Analyze Warranty Tab at the top (4th one), then go to View Service...
Re: HVAC ODOR - 07/19/2010
... the repair needed to properly address 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...
Re: DMA Authorization Form - 12/15/2010
... no DMA designation anywhere.....It's called "Fixed Operations Manager Authorization." (Dealership Service Management Template) Fill in the blanks and send it back by email. This is the third time doing this for this R-O! My initial submission was in...
Dexos Oil - 12/22/2010
... warranty. If you are unsure whether the oil is approved to the dexos specification, ask your service provider." Not sure if everyone is aware of this. Our dealership was required to purchase the dexos oil from GM and I'm sure there will be some customers...
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
Re: VIN BREAKDOWN - 02/24/2011
Model/Model year specific VIN card information may be found in GlobalConnect through the following path: SI>service manual/bulletins>general information>general information>introduction>vehicle, engine, transmission ID & VIN location, derivative & usage. VIN...
Re: Requirements - 03/01/2011
... (just starting this week), and would love a list. [/quote] You can also go into Workbench-Service-Reports & Tools-Service Forms. There are all the forms needed for anything from brake measurements to PQC forms ...
Re: DEALER INSTALLED GM ACCESSORIES - 05/04/2010
... coverage. P&P Art. 1.2.4.1: All new or remanufactured GM Parts and Accessories installed by Service Agent are covered, parts and labour, for any remaining unused portion of the Vehicle or Emissions Warranty or 12 months or 12,000 miles, whichever is...
Forum - 08/16/2021
Jennifer, I hope you mean "20.00" for airbag handling. All my admin fees go to service policy except ESC handling, parts has a way to pre-bill me on those so it goes to one of their accounts. Otherwise I collect them and put them to a "slush" account...
Forum - 11/30/2021
... anyway!' Your response isnt showing. Select vehicle at top of si, click Next, go to Service Manual/Bulletins, then type Vin decoder in search box. Your bulletins, campaigns and pi's are the top search result. Ignore that and scroll down service...
What Would You Do - 04/21 - 03/22/2021
On February 18, 2021 a 2019 Chevrolet Silverado 3500 truck was in the service department with a concern that the vehicle was slow to start and it was necessary to boost. The technician tested the battery with the GR8 tester and documented that the battery...
1234-YF bulletin for print out? - 04/12/2021
... #? Sorry nevermind, I found it in P&P R-1234yf Refrigerant When warranty service or repair is needed on R-1234yf air conditioning systems, all Service Agents must use the newly released GE-50300 Recovery/Recycle/Recharge Machine....
Forum - 03/03/2020
... Decisions that are within the GM participation range calculated by the PET may be submitted with Service Agent Self Authorization for a policy decision (with service management authorization prior to the first transaction submission). Policy decisions...
Forum - 01/21/2020
... 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?...
What Would You Do - 09/19 - 08/27/2019
... inspected the vehicle and the bent tonneau cover and determined it required replacement. The service advisor confirmed that the vehicle was under warranty and noted that the tri-fold soft tonneau cover was listed in the Vehicle Build section as “dealer...
Forum - 11/14/2019
Required Field Actions (Recalls) may be performed regardless of vehicle speedometer and IVH conversion. Service Agents should offer and encourage speedometer conversions, however, completion of a Required Field Action must not be denied if the customer...
Forum - 11/18/2019
... for OLH must be authorized prior to the first transaction submission. In both cases, service management authorization is required on the job card. Transaction submission: In the Authorization section of the transaction, select Service Agent...
Forum - 11/05/2019
Please look for our new "Courtesy Transportation" online training video which will be out soon! In the meantime, service agents may submit for actual rental expenses up to a max of $38/day when a GM vehicle is rented from a preferred rental agency. (e.g....
What Would You Do - 02/20 - 01/29/2020
... on the odometer speculated that their vehicle needed a new catalytic converter. At write up the service advisor reviewed IVH and noted that the vehicle’s Bumper to Bumper Limited Warranty and Powertrain Warranty had expired, but the Emissions,...
Forum - 06/19/2019
... converter. OLH time should not exceed the standard base time allowed for converter replacement. Service Management authorization on the job card does not apply and separate on/off punch time for the converter replacement (OLH claimed) is not required. Service...
Forum - 05/23/2019
... usually included in the base time. If it is a difficult diagnosis the technician should go to the service manager and let them know they need extra time (olh) and their notes have to dictate exactly what the problem was and why it took longer then the...
Forum - 05/13/2019
Thanks for bringing this to our attention! Wiper blades are included in the list of Maintenance related services. And, as such, are covered by the New Vehicle Limited Warranty for up to 7,500 miles, replacements after 7,500 miles are considered maintenance. An...
Forum - 04/18/2019
Based on Transportation P&P Articles 1.1.4/1.1.5: The ePOD/Delivery Receipt/LON are to be signed by the "service agent", "dealer representative", or dealership "inspector". A specific title for a dealership employee is not specified (e.g. body...
Forum - 04/10/2019
... Parts and labor warranty when installed by a GM Dealer or qualified installing Independent Service Center (ISC). 2. Parts and labor warranty when sold over the counter and REPAIRED by a GM Dealer or qualified installing Independent Service Center (ISC),...
Forum - 04/02/2019
... 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. Submission of a claim for reimbursement constitutes dealer's agreement to the rates, terms,...
What Would You Do - 12/17 - 11/21/2017
... 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 time authorized. The technician performed...
Forum - 02/09/2018
... an "add-on" so you do NOT have to identify one of the transations as such. However, Service Management authorization is required for repeat (pyraminding) repairs. NOTE: This does not waive the responsibility of the Service Consultant in asking...
Forum - 02/21/2018
... marked as such (done by techs in the DMS when they initiate these punches, or later initialed by service mgr); 4) OLH punches must cover the OLH request (i.e., don't ask for 1.0 of OLH when your punches show only .88 clocked). I believe...
Forum - 03/26/2018
... customer satisfaction. Dealers are to ensure that these customers understand that shuttle service or some other form of courtesy transportation is available and will be provided at no charge. Dealers should refer to the General Motors Service Policies...
What Would You Do - 02/18 - 01/22/2018
... the transmission assembly under the powertrain warranty, as well as the 3-day rental expense. The service manager also approved submission of the $335 freight expense, as invoiced by the PDC. The invoice notes stated that the part was remanufactured...
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 - 08/28/2018
... alone was a big part of my leverage for getting the 1% commission. We also have a monthly service meeting with all of the writers, techs, DBC and my service manager and myself to go over everthing from warranty compliance issues to shop equipment...
Forum - 08/21/2018
... I think it was a lot better before. I cannot get the advisors to do what is asked nor the service manager. I do have a lot of rejects. I am wondering also about the 1% bonus. I have service advisors doing everything wrong and...
Forum - 01/15/2019
Thanks! If the issue was found during the c/p brake service, and a warranty line was then added to the job card to account for the warrantable failure, it would be considered an add on repair requiring service management auth...
Forum - 01/09/2019
... or excluded? Does the RO have to customer pay only with no internal, warranty, or extended service lines? Are extended warranties/service contracts included or excluded?...
What Would You Do - 01/19 - 12/19/2018
... job card. A few days after the repair was performed, Customer Assistance reached out to the service manager at the dealership notifying them that the customer had expressed frustration with the expense associated with the components that had been...
Forum - 05/17/2018
We have a service writer who leased a 2018 Camaro and added all kinds of after market engine components and wheels and brakes and diff parts and actually flat track races it on weekends. She doesn't understand how her warranty got voided thru IVH...
Forum - 05/01/2018
... but within 12 months/unlimited miles from last replacement. If so, P&P Article 2.8.5 states: Service Agent should procure a replacement ACDelco battery from an ACDelco Battery Distributor and submit a warranty transaction to GWM using Transaction...
Forum - 04/26/2018
As jblox mentioned the Required Authorizations Matrix for Added Operations supports service management authorization for an added operation when servicing dealer owned inventory. (The service management authorization exclusion for add on repairs...
Forum - 07/20/2018
Thanks for the responses! In this reject scenario, the part quantity is 1 with price per unit of $3.22 (one gallon services two vehicles, so only 1/2 of the gallon of Pre-Mix coolant is claimed) as annawarranty mentioned. If concentrate is charged out,...
What Would You Do - 06/18 - 05/22/2018
A dealer performed Service Update Bulletin 18138 on a stock 2018 Chevrolet Silverado equipped with a 6.6L diesel engine. The bulletin may only be performed on stock units to address an engine cooling system that is potentially under filled by up to 1.9L....
Forum - 08/16/2018
... place prior to transaction submission or at the time of the first rejection. With that being said, service management authorization must include signature/initials, date, time and an explanation. In the case of a repeat repair (pyramiding/same job card),...
Corvette First Maintenance - 01/27/2022
... for owners of the 2020 and newer Chevrolet Corvette (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,...
GMPP Transactions - 10/01/2021
The process for submitting GMPP claims has recently changed. GMPP was a GM associated service contract that is no longer being sold, but there are existing service contracts still in effect. ZSCT is the transaction type used to submit a GMPP claim and...
Fuel Reimbursement - 07/27/2021
... without a lot of options for transportation when leaving their vehicles at your dealership for service. The Courtesy Transportation Program offers four options for transportation: Rentals, Shuttles, Public Transportation, and Fuel Reimbursement. The...
June 2021 Recall Update - 05/26/2021
Special Coverage 18226-01 Overheating of Fuel Relay or Motor Terminal: The bulletin has been revised to include a service procedure update. The special coverage affects certain 2008-11 Buick Lucerne and 2009-11 Cadillac DTS vehicles. Customer Satisfaction...
Servicing EV Models - 06/20/2022
To be eligible to service Chevrolet Hybrid/Electric Models, dealers must have in place a current executed Chevrolet Hybrid/Electric Models Participation Agreement and have completed all required training and maintain all required tools and equipment....
Part Return Notification - 07/27/2022
The Part Return Process was developed to facilitate movement of parts from the service agent to GM. The process normally involves sending the parts to the Warranty Parts Center. In some cases, parts may be shipped directly to an engineering facility or...
Warranty Resource Center - 04/26/2022
... to a couple frequently used sites within GlobalConnect including Global Warranty Management and Service Information. There are six tiles on the center’s home page, each containing a wealth of information, including, Policies, Procedures and...
May 2022 Recall Update - 04/26/2022
... Rear Suspension Toe Link May Break: The recall bulletin has been updated to include a revised service procedure. The program affects certain 2010-13 Buick LaCrosse, 2012-13 Regal, and 2013 Chevrolet Malibu vehicles. Safety Recall N212351030-01 Rear Drive...
... 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 time authorized. The technician performed...
Forum - 02/09/2018
... an "add-on" so you do NOT have to identify one of the transations as such. However, Service Management authorization is required for repeat (pyraminding) repairs. NOTE: This does not waive the responsibility of the Service Consultant in asking...
Forum - 02/21/2018
... marked as such (done by techs in the DMS when they initiate these punches, or later initialed by service mgr); 4) OLH punches must cover the OLH request (i.e., don't ask for 1.0 of OLH when your punches show only .88 clocked). I believe...
Forum - 03/26/2018
... customer satisfaction. Dealers are to ensure that these customers understand that shuttle service or some other form of courtesy transportation is available and will be provided at no charge. Dealers should refer to the General Motors Service Policies...
What Would You Do - 02/18 - 01/22/2018
... the transmission assembly under the powertrain warranty, as well as the 3-day rental expense. The service manager also approved submission of the $335 freight expense, as invoiced by the PDC. The invoice notes stated that the part was remanufactured...
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 - 08/28/2018
... alone was a big part of my leverage for getting the 1% commission. We also have a monthly service meeting with all of the writers, techs, DBC and my service manager and myself to go over everthing from warranty compliance issues to shop equipment...
Forum - 08/21/2018
... I think it was a lot better before. I cannot get the advisors to do what is asked nor the service manager. I do have a lot of rejects. I am wondering also about the 1% bonus. I have service advisors doing everything wrong and...
Forum - 01/15/2019
Thanks! If the issue was found during the c/p brake service, and a warranty line was then added to the job card to account for the warrantable failure, it would be considered an add on repair requiring service management auth...
Forum - 01/09/2019
... or excluded? Does the RO have to customer pay only with no internal, warranty, or extended service lines? Are extended warranties/service contracts included or excluded?...
What Would You Do - 01/19 - 12/19/2018
... job card. A few days after the repair was performed, Customer Assistance reached out to the service manager at the dealership notifying them that the customer had expressed frustration with the expense associated with the components that had been...
Forum - 05/17/2018
We have a service writer who leased a 2018 Camaro and added all kinds of after market engine components and wheels and brakes and diff parts and actually flat track races it on weekends. She doesn't understand how her warranty got voided thru IVH...
Forum - 05/01/2018
... but within 12 months/unlimited miles from last replacement. If so, P&P Article 2.8.5 states: Service Agent should procure a replacement ACDelco battery from an ACDelco Battery Distributor and submit a warranty transaction to GWM using Transaction...
Forum - 04/26/2018
As jblox mentioned the Required Authorizations Matrix for Added Operations supports service management authorization for an added operation when servicing dealer owned inventory. (The service management authorization exclusion for add on repairs...
Forum - 07/20/2018
Thanks for the responses! In this reject scenario, the part quantity is 1 with price per unit of $3.22 (one gallon services two vehicles, so only 1/2 of the gallon of Pre-Mix coolant is claimed) as annawarranty mentioned. If concentrate is charged out,...
What Would You Do - 06/18 - 05/22/2018
A dealer performed Service Update Bulletin 18138 on a stock 2018 Chevrolet Silverado equipped with a 6.6L diesel engine. The bulletin may only be performed on stock units to address an engine cooling system that is potentially under filled by up to 1.9L....
Forum - 08/16/2018
... place prior to transaction submission or at the time of the first rejection. With that being said, service management authorization must include signature/initials, date, time and an explanation. In the case of a repeat repair (pyramiding/same job card),...
Corvette First Maintenance - 01/27/2022
... for owners of the 2020 and newer Chevrolet Corvette (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,...
GMPP Transactions - 10/01/2021
The process for submitting GMPP claims has recently changed. GMPP was a GM associated service contract that is no longer being sold, but there are existing service contracts still in effect. ZSCT is the transaction type used to submit a GMPP claim and...
Fuel Reimbursement - 07/27/2021
... without a lot of options for transportation when leaving their vehicles at your dealership for service. The Courtesy Transportation Program offers four options for transportation: Rentals, Shuttles, Public Transportation, and Fuel Reimbursement. The...
June 2021 Recall Update - 05/26/2021
Special Coverage 18226-01 Overheating of Fuel Relay or Motor Terminal: The bulletin has been revised to include a service procedure update. The special coverage affects certain 2008-11 Buick Lucerne and 2009-11 Cadillac DTS vehicles. Customer Satisfaction...
Servicing EV Models - 06/20/2022
To be eligible to service Chevrolet Hybrid/Electric Models, dealers must have in place a current executed Chevrolet Hybrid/Electric Models Participation Agreement and have completed all required training and maintain all required tools and equipment....
Part Return Notification - 07/27/2022
The Part Return Process was developed to facilitate movement of parts from the service agent to GM. The process normally involves sending the parts to the Warranty Parts Center. In some cases, parts may be shipped directly to an engineering facility or...
Warranty Resource Center - 04/26/2022
... to a couple frequently used sites within GlobalConnect including Global Warranty Management and Service Information. There are six tiles on the center’s home page, each containing a wealth of information, including, Policies, Procedures and...
May 2022 Recall Update - 04/26/2022
... Rear Suspension Toe Link May Break: The recall bulletin has been updated to include a revised service procedure. The program affects certain 2010-13 Buick LaCrosse, 2012-13 Regal, and 2013 Chevrolet Malibu vehicles. Safety Recall N212351030-01 Rear Drive...
March 2022 Recall Update - 02/23/2022
... Satisfaction Recall N212338770 High Severity Fleet Transmission Torque Converter Proactive Service to Prevent Potential Failure: Approximately 474 vehicles are involved in the recall that is in effect until February 28, 2023. Certain 2016-20 full size...
Job Card Final Closeout - 03/28/2022
There are times when service advisors wish to reprint a job card. The most common reason is that they need to add a line or lines to the job card and they want the technician to have a copy that shows all the lines. If you reprint a job card, you must...
GM Authorization - 02/28/2023
... is preventing payment. Remember, if there is a dealer correctable error on the transaction, the service agent will not be able to submit the transaction for GM Authorization. Tip: Dealer correctable error codes are typically accompanied by error...
OLH Self-Empowerment Levels - 02/28/2023
LH self-empowerment levels: Many dealers have had the opportunity to work with their District Service Manager (DSM) on their 95/5 performance, review current 95/5 metrics and may have also received notification of an update to OLH empowerment. The most...
What Would You Do? - 08/22 - 07/27/2022
The owner of a Cadillac XT5 visited their local service department for assistance with a metal clunk noise coming from the right front of the vehicle. The technician performed an inspection and found that the lower ball joint had minimal clearance, slight...
What Would You Do? - 10/22 - 09/26/2022
The owner of a 2020 Yukon had a few warning indicator lights illuminated on the dash prompting their visit to the service department. The first concern was with the service TPMS message was indicated and the second was no remote detected.The technician...
What Would You Do? - 12/22 - 11/21/2022
In early May 2022 an owner of a 2020 Chevrolet Bolt EV brought their vehicle into the service department for repair of an issue with a “Propulsion Power is Limited” warning message on the DIC. The technician found DTC’s P0BBD and...
What Would You Do? - 04/23 - 03/23/2023
... an issue with the air conditioning blowing hot air when idling. The vehicle’s in-service date was 12/06/2018 with 130,922 miles.The technician verified the concern, found A/C compressor pressure at 65 psi on the high and low side. The technician...
Forum - 03/31/2023
... the parts back to the 40% amount and then it 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. ...
Forum - 05/09/2023
... confuses me though, as that refers to dealer owner rental program and mine was Hertz unit (in service since 2022). The Valid Warranty Found, I have always seen in 'Search Transactions' when adding a scan to a pending claim. Your excessive parts will...
Forum - 05/15/2023
... we are still at the 10% until the end of May and they may make some exceptions right now. Service Manager needs to be made aware of these so that changes can be made now. Afer this month we are at 0% and GM can stop paying claims and the dealership...
What Would You Do? - 09/23 - 08/29/2023
... technician found that the repair did not resolve the issue. The technician discussed with the service manager and followed up with TAC. TAC advised to replace the transmission. The original job card was closed with the labor operation for the...
Important Updates - 12/26/2023
... process will remain the same; components are ordered through GM’s authorized Electronic Service Centers (ESC’s). Additionally, all orders must be for an existing VIN requiring service, and when necessary, orders must be pre-approved through...
Bulletin Updates - 05/23/2023
... The ESC components listed are available for exchange through a GM authorized Electronic Service Center or Battery Service Center. The example reference information listed within the Exchange Components on Restriction-TAC Approval Required section has...
Reconditioning Used Vehicles - 05/23/2023
Warranty repairs may be performed on dealer-owned used vehicles. These repairs must be approved by service management and that approval, signature/initials, date, time, and an explanation that includes describing how the defect on the vehicle was discovered,...
CSMT App - 08/29/2023
... Field Product Reporting (FPR), Replacement Parts Traceability (RPT), Parts Photo Return (PPR), Service Workbench, and Recall Inbox for field action notifications. Pre-Repair Authorization Process (PRA): The PRA process uses the CSMT app to submit an...
Add On Repair Report - 09/25/2023
... cards with add on repair lines are frequently included in Electronic Warranty Reviews by GM Audit Services. With the most common deviations: no/incomplete service management authorization or missing customer approval to proceed with the add-on repair. Service...
Pre-Delivery Inspection Processes - 07/30/2019
... done at the dealership; they cannot be a sublet repair. PDI forms must be completed and both the service manager and the technician performing the inspection must sign and date the form. The forms are found in GM GlobalConnect under the Service Department...
Special Coverage Policy Repairs - 08/27/2019
... 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 coverage bulletin. The letter also states that diagnosis or repair...
Error Codes - 09/24/2019
... to announcing the launch, the Global Message also contains a few resources designed to help the service department prevent and/or correct the error. The first version of “Handling Error Code 852 – A Guide for Warranty Administrators”...
Pre-Repair Authorization - 03/26/2019
... 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 operation 8060400...
Policy Evaluation Tool Requirements - 04/22/2019
... the results of the PET were not as favorable to the customer as the customer would have liked and service management agrees to request more assistance from the DMA. If approved by the DMA, service management can charge the customer a lesser amount than...
Cadillac First Maintenance Visit - 08/20/2018
... include an oil change, tire rotation, and MPVI. Labor operation 0600503 is used for the oil change service and 0600513 is used for the tire rotation service. The oil life percent remaining must be documented on the job card. Download the latest Cadillac...
November 2018 Recall Update - 10/24/2018
... 2500/3500 HD, GMC Sierra 2500/3500 HD trucks, Chevrolet Tahoe PPV, Chevrolet Tahoe Special Service, and 2016 Chevrolet Silverado Crew Cab LD Special Services trucks are involved. Special Coverage 18287: Blocked Exhaust Gas Recirculation Cooler:...
More on Variable Diagnostic Time - 11/29/2018
... for either diagnosis time or OLH unless the extenuating circumstance is documented and approved by service management. If a technician reaches an hour clock time and still hasn’t made a diagnosis, they must clock off diagnosis time and clock...
... Satisfaction Recall N212338770 High Severity Fleet Transmission Torque Converter Proactive Service to Prevent Potential Failure: Approximately 474 vehicles are involved in the recall that is in effect until February 28, 2023. Certain 2016-20 full size...
Job Card Final Closeout - 03/28/2022
There are times when service advisors wish to reprint a job card. The most common reason is that they need to add a line or lines to the job card and they want the technician to have a copy that shows all the lines. If you reprint a job card, you must...
GM Authorization - 02/28/2023
... is preventing payment. Remember, if there is a dealer correctable error on the transaction, the service agent will not be able to submit the transaction for GM Authorization. Tip: Dealer correctable error codes are typically accompanied by error...
OLH Self-Empowerment Levels - 02/28/2023
LH self-empowerment levels: Many dealers have had the opportunity to work with their District Service Manager (DSM) on their 95/5 performance, review current 95/5 metrics and may have also received notification of an update to OLH empowerment. The most...
What Would You Do? - 08/22 - 07/27/2022
The owner of a Cadillac XT5 visited their local service department for assistance with a metal clunk noise coming from the right front of the vehicle. The technician performed an inspection and found that the lower ball joint had minimal clearance, slight...
What Would You Do? - 10/22 - 09/26/2022
The owner of a 2020 Yukon had a few warning indicator lights illuminated on the dash prompting their visit to the service department. The first concern was with the service TPMS message was indicated and the second was no remote detected.The technician...
What Would You Do? - 12/22 - 11/21/2022
In early May 2022 an owner of a 2020 Chevrolet Bolt EV brought their vehicle into the service department for repair of an issue with a “Propulsion Power is Limited” warning message on the DIC. The technician found DTC’s P0BBD and...
What Would You Do? - 04/23 - 03/23/2023
... an issue with the air conditioning blowing hot air when idling. The vehicle’s in-service date was 12/06/2018 with 130,922 miles.The technician verified the concern, found A/C compressor pressure at 65 psi on the high and low side. The technician...
Forum - 03/31/2023
... the parts back to the 40% amount and then it 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. ...
Forum - 05/09/2023
... confuses me though, as that refers to dealer owner rental program and mine was Hertz unit (in service since 2022). The Valid Warranty Found, I have always seen in 'Search Transactions' when adding a scan to a pending claim. Your excessive parts will...
Forum - 05/15/2023
... we are still at the 10% until the end of May and they may make some exceptions right now. Service Manager needs to be made aware of these so that changes can be made now. Afer this month we are at 0% and GM can stop paying claims and the dealership...
What Would You Do? - 09/23 - 08/29/2023
... technician found that the repair did not resolve the issue. The technician discussed with the service manager and followed up with TAC. TAC advised to replace the transmission. The original job card was closed with the labor operation for the...
Important Updates - 12/26/2023
... process will remain the same; components are ordered through GM’s authorized Electronic Service Centers (ESC’s). Additionally, all orders must be for an existing VIN requiring service, and when necessary, orders must be pre-approved through...
Bulletin Updates - 05/23/2023
... The ESC components listed are available for exchange through a GM authorized Electronic Service Center or Battery Service Center. The example reference information listed within the Exchange Components on Restriction-TAC Approval Required section has...
Reconditioning Used Vehicles - 05/23/2023
Warranty repairs may be performed on dealer-owned used vehicles. These repairs must be approved by service management and that approval, signature/initials, date, time, and an explanation that includes describing how the defect on the vehicle was discovered,...
CSMT App - 08/29/2023
... Field Product Reporting (FPR), Replacement Parts Traceability (RPT), Parts Photo Return (PPR), Service Workbench, and Recall Inbox for field action notifications. Pre-Repair Authorization Process (PRA): The PRA process uses the CSMT app to submit an...
Add On Repair Report - 09/25/2023
... cards with add on repair lines are frequently included in Electronic Warranty Reviews by GM Audit Services. With the most common deviations: no/incomplete service management authorization or missing customer approval to proceed with the add-on repair. Service...
Pre-Delivery Inspection Processes - 07/30/2019
... done at the dealership; they cannot be a sublet repair. PDI forms must be completed and both the service manager and the technician performing the inspection must sign and date the form. The forms are found in GM GlobalConnect under the Service Department...
Special Coverage Policy Repairs - 08/27/2019
... 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 coverage bulletin. The letter also states that diagnosis or repair...
Error Codes - 09/24/2019
... to announcing the launch, the Global Message also contains a few resources designed to help the service department prevent and/or correct the error. The first version of “Handling Error Code 852 – A Guide for Warranty Administrators”...
Pre-Repair Authorization - 03/26/2019
... 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 operation 8060400...
Policy Evaluation Tool Requirements - 04/22/2019
... the results of the PET were not as favorable to the customer as the customer would have liked and service management agrees to request more assistance from the DMA. If approved by the DMA, service management can charge the customer a lesser amount than...
Cadillac First Maintenance Visit - 08/20/2018
... include an oil change, tire rotation, and MPVI. Labor operation 0600503 is used for the oil change service and 0600513 is used for the tire rotation service. The oil life percent remaining must be documented on the job card. Download the latest Cadillac...
November 2018 Recall Update - 10/24/2018
... 2500/3500 HD, GMC Sierra 2500/3500 HD trucks, Chevrolet Tahoe PPV, Chevrolet Tahoe Special Service, and 2016 Chevrolet Silverado Crew Cab LD Special Services trucks are involved. Special Coverage 18287: Blocked Exhaust Gas Recirculation Cooler:...
More on Variable Diagnostic Time - 11/29/2018
... for either diagnosis time or OLH unless the extenuating circumstance is documented and approved by service management. If a technician reaches an hour clock time and still hasn’t made a diagnosis, they must clock off diagnosis time and clock...
Maintenance, Adjustments, and Wear Items - 10/23/2018
... periodic maintenance, and maintenance is generally not covered by this warranty. Parts and services that are considered maintenance include: Filters Coolants and Fluids Brake Pads Belts and Hoses Wiper Inserts Clutch Linings Limited Slip...
March 2019 Recall Update - 02/21/2019
Safety Recalls 15044-01, 15045-01, and 15046-01: Takata Air Bag: The recall has been updated to reflect a change to the service procedure section. The revision provides updated information regarding the scan tool. The recall affects certain 2006 Saab...
Customer Concern Not Duplicated Labor Operations - 03/27/2020
... of proper usage, was recently updated to add new model years and new labor operations. Many 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...
Technician Identification and Accounting of Labor Time - 01/28/2020
... following circumstances: When reprogramming multiple vehicles as part of the same recall or service update bulletin. When performing multiple vehicle inspections with no part installation as part of the same recall or service update bulletin. What...
GM Organizational Terms - 10/27/2020
... to run the PET. They are: Recently out of warranty Loyal GM new vehicle customer and/or loyal service customer (purchase of a protection plan, number of vehicles purchased, level of service business as shown in Service Workbench, etc.) Original owner Repeat...
Proactive Alerts - 08/25/2020
... the Vehicle Diagnostics Report and/or to the dealer through the Multi-Point Inspection screen on Service Workbench. Technicians may also validate alerts by using the scan tool through Vehicle Diagnostics/Vehicle Proactive Alerts. Here are the levels...
Cause of Failure & Correction Documentation on Invoice Copies - 08/26/2020
... same information on the actual job card. This is an acceptable method and generally preferred by service advisors and warranty administrators. What the technician types is what is printed on the invoice copies, including the warranty and customer copy....
Dealer Owned Warranty Repairs - 06/23/2020
... of damaged or worn trim and upholstery. All warranty repairs on dealer owned vehicles require service management approval before any repairs can be performed. Management must authorize these repairs with their signature/initials, the date, time, and...
Administrative Allowance - 06/23/2020
When it comes to revenue in your service department, every dollar counts. Warranty claims processing is a system of policies, procedures, and sometimes infrequent occurrences that involve other departments providing the right information, and because...
GM Authorization - 02/20/2018
... is preventing payment. Remember, if there is a dealer correctable error on the transaction, the service agent will not be able to submit the transaction for GM Authorization. Tip: Dealer correctable error codes are typically accompanied by error...
Avoiding Add On Repair Flags - 03/26/2018
... existing line. Again, that will be easily caught in an audit as well. As a reminder, in the Service Policies and Procedures manual, Article 3.2.12, the following is stated: Regardless of the date, subsequent warranty customer concerns based on Multi-Point...
Part Return Waiver Form - 03/26/2018
... sure they received the waiver form. The waiver form can be found in GlobalConnect within the Service Forms App. Service Forms has recently been revamped and the form is located in the General Information tab. ...
First Maintenance Inspection Period - 01/22/2018
... Buick have a 4 year/50,000 mile warranty. While the bumper-to-bumper warranty is quite extensive, services that fall under the Maintenance category are not covered. Vehicle lubrication, cleaning, or polishing are not covered repairs, nor is failure...
Transactions That Require Attachments with GM Authorization - 01/22/2018
... have less empowerment that may require additional documentation be attached. When it is noted that service management approval is required, that approval must always be a signature or initials, the date and time, and a thorough explanation. The date...
Straight Time Labor Operations - 12/21/2017
... the steps taken to support the repairs made, just as they do with published time labor operations. Service management reviews their documentation and time involved and comes up with a time that is reasonable and fair to both GM and the technician. Service...
Reject of the Month - Mail Out Review - 12/21/2017
... add on lines on a job card, there must be three individual on/off punch times to support them. Service P&P Article 3.2.9 Delivery Date: The inclusion of the delivery date in the job card header is commonly omitted or inaccurate. Service P&P Article...
Diagnostic Time Increased - 07/23/2018
... the problem is, a new clock time should occur for possible OLH time. OLH time must be approved by service management before the claim is submitted to GM. It is important your technicians understand that clock times must be in the right chronological...
Reject Reason - Data Analysis - 08/21/2018
... go a step further in your investigation, pull a copy of the job card from the dealership service file. The documentation on the warranty/invoice copy should be reflected in the transaction submission in GWM. Analyze the job card and warranty submission...
Goodwill Tools - 06/25/2018
... and retention. The tools include OnStar plan options, Maintenance Letter for a one-time future service or maintenance visit, Component Coverage Letter for extended component coverage, Sirius XM subscription, Data Plans, or a Chevrolet, Buick, GMC and...
Warranty Administration Resource Center - 04/23/2018
... GlobalConnect has launched. Launch the new app from the App Center, or access it directly from the Service and Parts Department pages. All of the tools you were accustomed to in the Dealership Policies, Procedures and Manuals page are now available...
Field Actions - 11/21/2017
Every new/used vehicle on the lot, and every vehicle brought in for service must be checked for open field actions. Vehicle safety is of the utmost importance and performing open recalls is a means to that end. Does your dealership, both sales and service,...
Disclosure Requirements - 11/21/2017
... 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 the modifications, accessories, and non-GM parts...
Reject of the Month - 10/24/2017
... 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 replaced a fuel injector to address the service...
Engine and Transmission Assembly Replacements - 09/27/2017
... the cost comparison worksheet must be filled out in its entirety. This worksheet can be found in Service Forms. There are a few exceptions where a specific situation changes the way the form is completed. They are as follows: If a GM technical bulletin...
From the Forum - CSI Survey - 09/27/2017
... and Delivery Satisfaction (PDS) Survey process. All paid GM Warranty transactions may trigger a Service Satisfaction Survey (SSS), and starting in 2017, non-first owners, as well as customer pay events, are eligible to receive the survey. A few...
... periodic maintenance, and maintenance is generally not covered by this warranty. Parts and services that are considered maintenance include: Filters Coolants and Fluids Brake Pads Belts and Hoses Wiper Inserts Clutch Linings Limited Slip...
March 2019 Recall Update - 02/21/2019
Safety Recalls 15044-01, 15045-01, and 15046-01: Takata Air Bag: The recall has been updated to reflect a change to the service procedure section. The revision provides updated information regarding the scan tool. The recall affects certain 2006 Saab...
Customer Concern Not Duplicated Labor Operations - 03/27/2020
... of proper usage, was recently updated to add new model years and new labor operations. Many 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...
Technician Identification and Accounting of Labor Time - 01/28/2020
... following circumstances: When reprogramming multiple vehicles as part of the same recall or service update bulletin. When performing multiple vehicle inspections with no part installation as part of the same recall or service update bulletin. What...
GM Organizational Terms - 10/27/2020
... to run the PET. They are: Recently out of warranty Loyal GM new vehicle customer and/or loyal service customer (purchase of a protection plan, number of vehicles purchased, level of service business as shown in Service Workbench, etc.) Original owner Repeat...
Proactive Alerts - 08/25/2020
... the Vehicle Diagnostics Report and/or to the dealer through the Multi-Point Inspection screen on Service Workbench. Technicians may also validate alerts by using the scan tool through Vehicle Diagnostics/Vehicle Proactive Alerts. Here are the levels...
Cause of Failure & Correction Documentation on Invoice Copies - 08/26/2020
... same information on the actual job card. This is an acceptable method and generally preferred by service advisors and warranty administrators. What the technician types is what is printed on the invoice copies, including the warranty and customer copy....
Dealer Owned Warranty Repairs - 06/23/2020
... of damaged or worn trim and upholstery. All warranty repairs on dealer owned vehicles require service management approval before any repairs can be performed. Management must authorize these repairs with their signature/initials, the date, time, and...
Administrative Allowance - 06/23/2020
When it comes to revenue in your service department, every dollar counts. Warranty claims processing is a system of policies, procedures, and sometimes infrequent occurrences that involve other departments providing the right information, and because...
GM Authorization - 02/20/2018
... is preventing payment. Remember, if there is a dealer correctable error on the transaction, the service agent will not be able to submit the transaction for GM Authorization. Tip: Dealer correctable error codes are typically accompanied by error...
Avoiding Add On Repair Flags - 03/26/2018
... existing line. Again, that will be easily caught in an audit as well. As a reminder, in the Service Policies and Procedures manual, Article 3.2.12, the following is stated: Regardless of the date, subsequent warranty customer concerns based on Multi-Point...
Part Return Waiver Form - 03/26/2018
... sure they received the waiver form. The waiver form can be found in GlobalConnect within the Service Forms App. Service Forms has recently been revamped and the form is located in the General Information tab. ...
First Maintenance Inspection Period - 01/22/2018
... Buick have a 4 year/50,000 mile warranty. While the bumper-to-bumper warranty is quite extensive, services that fall under the Maintenance category are not covered. Vehicle lubrication, cleaning, or polishing are not covered repairs, nor is failure...
Transactions That Require Attachments with GM Authorization - 01/22/2018
... have less empowerment that may require additional documentation be attached. When it is noted that service management approval is required, that approval must always be a signature or initials, the date and time, and a thorough explanation. The date...
Straight Time Labor Operations - 12/21/2017
... the steps taken to support the repairs made, just as they do with published time labor operations. Service management reviews their documentation and time involved and comes up with a time that is reasonable and fair to both GM and the technician. Service...
Reject of the Month - Mail Out Review - 12/21/2017
... add on lines on a job card, there must be three individual on/off punch times to support them. Service P&P Article 3.2.9 Delivery Date: The inclusion of the delivery date in the job card header is commonly omitted or inaccurate. Service P&P Article...
Diagnostic Time Increased - 07/23/2018
... the problem is, a new clock time should occur for possible OLH time. OLH time must be approved by service management before the claim is submitted to GM. It is important your technicians understand that clock times must be in the right chronological...
Reject Reason - Data Analysis - 08/21/2018
... go a step further in your investigation, pull a copy of the job card from the dealership service file. The documentation on the warranty/invoice copy should be reflected in the transaction submission in GWM. Analyze the job card and warranty submission...
Goodwill Tools - 06/25/2018
... and retention. The tools include OnStar plan options, Maintenance Letter for a one-time future service or maintenance visit, Component Coverage Letter for extended component coverage, Sirius XM subscription, Data Plans, or a Chevrolet, Buick, GMC and...
Warranty Administration Resource Center - 04/23/2018
... GlobalConnect has launched. Launch the new app from the App Center, or access it directly from the Service and Parts Department pages. All of the tools you were accustomed to in the Dealership Policies, Procedures and Manuals page are now available...
Field Actions - 11/21/2017
Every new/used vehicle on the lot, and every vehicle brought in for service must be checked for open field actions. Vehicle safety is of the utmost importance and performing open recalls is a means to that end. Does your dealership, both sales and service,...
Disclosure Requirements - 11/21/2017
... 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 the modifications, accessories, and non-GM parts...
Reject of the Month - 10/24/2017
... 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 replaced a fuel injector to address the service...
Engine and Transmission Assembly Replacements - 09/27/2017
... the cost comparison worksheet must be filled out in its entirety. This worksheet can be found in Service Forms. There are a few exceptions where a specific situation changes the way the form is completed. They are as follows: If a GM technical bulletin...
From the Forum - CSI Survey - 09/27/2017
... and Delivery Satisfaction (PDS) Survey process. All paid GM Warranty transactions may trigger a Service Satisfaction Survey (SSS), and starting in 2017, non-first owners, as well as customer pay events, are eligible to receive the survey. A few...
Certified Pre-Owned - 06/19/2017
... delivered after 3/1/2017): The warranty covers the vehicle for 6 years from the original in-service date or 100,000 total vehicle miles, whichever occurs first. There is a $50 deductible for covered repairs once the CPO warranty is in effect. The warranty...
August 2017 Recall Update - 07/25/2017
... car and light duty trucks. Safety Recall 16007-03: Frontal Airbag and Pretensioner Non Deploy: The service procedure and warranty information sections of the recall have been updated to include the requirement of obtaining a screenshot of the Programming...
Understanding the New Courtesy Transportation Guidelines - 06/19/2017
... and the repair is covered under this warranty. The exception to this is GM covered maintenance services; GM will not pay any courtesy transportation for oil changes and tire rotations. The component being serviced is within the terms of the Powertrain...
January 2017 Recall Update - 12/21/2016
Safety Recall 14187D: Front Safety Belt Anchor: The recall has been updated to reflect a revision to the service procedure. The recall affects certain 2009-2014 Buick Enclave, Chevrolet Traverse, GMC Acadia; 2009-2010 Saturn Outlook. Customer Satisfaction...
Recalls and Supporting Documentation - 12/21/2016
... transmission. The recall correction is a reprogram of the hybrid powertrain control module 2. Service Update 15304 for inventory and customer vehicles addresses a malfunction with the transfer case brake motor assembly in low ambient temperatures. Technicians...
Sublet Repairs - 01/23/2017
... uncommon, after review, that the Warranty Support Center will deny payment and instruct the service agent to reduce the price to published time. To avoid this scenario, calculate what the job would pay if done at a dealership and inform the sublet vendor...
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...
March 2017 Recall Update - 02/17/2017
... had the recall performed will be advised to return the vehicle to the dealer if they experience a Service Engine Soon light. In those cases the dealer will re-install the previous ECM calibration as a temporary repair. The temporary repair transaction...
Reject of the Month - 02/17/2017
... Hours exceed the allowance for labor code xxxxxxx. Error code 240: Reject 073 is beyond Service Agent Self-Authorization limits. The owner of a 2014 Chevrolet Silverado visited their local dealership with a concern relating to the front u-joint,...
Job Card Check List - 05/22/2017
... many as you like. Below are 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...
Formerly in QuickLinks - 04/17/2017
... to your Application Shortcuts (found on the right side of the GlobalConnect homepage). Other Service based QuickLinks that are now available within the App Center include BDC Support, CBGC Protection, Certified Service, GM Program Info, and Voice...
Towing - 10/26/2016
... vehicle has caused a trip interruption and requires a repair that cannot be completed overnight.Service agents may utilize the program to reunite the customer with their GM vehicle at no charge to the customer. The service agent contacts Roadside Assistance...
Add On Repairs - 10/26/2016
Service management is required to approve added warranty 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 ...
Administrative Allowance - 10/26/2016
... field of the transaction in addition to the $25 parts/handling allowance. Customer Reimbursement: Service agents are entitled to a $20 administrative allowance for all customer reimbursement transactions. The reimbursement is to be made only to the person...
Product Field Action Bulletins - 06/27/2016
... include a revision description (e.g. bulletin updated to include additional information in the Service Procedure section). Important information, instructions, or dates are listed in the Attention box that is located below the header on the first...
Reject of the Month - Error code 232 - 08/23/2016
... was submitted with labor operation 9900007. Two months later, the vehicle was back in the service department with a water pump leak concern. The technician diagnosed the leaking water pump, referenced the previous job card from June, and replaced...
Recall Tip - 04/12/2013
... EXT and GMC Envoy XL vehicles that are currently or previously registered in certain states. Service agents are to test the driver's window and door lock switches for proper operation. If the switches function as designed, a protective coating must be...
Global Labour Codes, - 02/26/2013
... Reference Chart is currently available in SI. The link for the chart may be found at the "Select A Service Category Type" screen. From the Service Information Home page select the year, make and model, or enter the VIN and click next. Select the LTG...
Error 834: Repair Performed Prior to Start of Warranty - 09/04/2013
... the warranty start date is a date that is typically a couple of days before the PDI is paid to the service agent. This is standard procedure, but the reality is the vehicle actually does have a mile or two on it when it reaches the dealership and the...
WPC Website Decommissioned - 09/04/2013
... plastic packing bags for shipping components.These forms can now be found in GlobalConnect. Go to Service Workbench > Reports&Tools > Service Forms > General Information > Bulletin: Global Warranty Management (GWM) Warranty Parts Center...
Aftersales Empowerment Portal - 09/04/2013
... warranty pre-approval claim request which may be found in the Aftersales Empowerment Portal in the Service Workbench. The form must be completed in full and submitted for review. An email is sent to the dealer once the request has been approved or denied. If...
WPC Website Decommissioned - 09/04/2013
... plastic packing bags for shipping components.These forms can now be found in GlobalConnect. Go to Service Workbench > Reports&Tools > Service Forms > General Information > Bulletin: Global Warranty Management (GWM) Warranty Parts Center...
Certified Elite Criteria Update - 10/01/2013
... - 85% or higher (NEW) 2% increase from the previous periodRepeat Repairs - 3% or less (no change)Service Training Standards - 100% or above (no change)Dealership Field Action Closure - TBD (announced in November, 2013) new criteria - Closure rate criteria...
Repeat Repair Quick Tips - 07/02/2012
... and goals to address the repeat 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...
Adding an Attachment to a Transaction - 07/02/2012
... etc. Just because the transaction is only rejecting for excessive OLH doesn't mean that the GM Service Representative will not review the document in its entirety. Remember: all warranty transactions must be policy compliant prior to submission. Meaning...
... delivered after 3/1/2017): The warranty covers the vehicle for 6 years from the original in-service date or 100,000 total vehicle miles, whichever occurs first. There is a $50 deductible for covered repairs once the CPO warranty is in effect. The warranty...
August 2017 Recall Update - 07/25/2017
... car and light duty trucks. Safety Recall 16007-03: Frontal Airbag and Pretensioner Non Deploy: The service procedure and warranty information sections of the recall have been updated to include the requirement of obtaining a screenshot of the Programming...
Understanding the New Courtesy Transportation Guidelines - 06/19/2017
... and the repair is covered under this warranty. The exception to this is GM covered maintenance services; GM will not pay any courtesy transportation for oil changes and tire rotations. The component being serviced is within the terms of the Powertrain...
January 2017 Recall Update - 12/21/2016
Safety Recall 14187D: Front Safety Belt Anchor: The recall has been updated to reflect a revision to the service procedure. The recall affects certain 2009-2014 Buick Enclave, Chevrolet Traverse, GMC Acadia; 2009-2010 Saturn Outlook. Customer Satisfaction...
Recalls and Supporting Documentation - 12/21/2016
... transmission. The recall correction is a reprogram of the hybrid powertrain control module 2. Service Update 15304 for inventory and customer vehicles addresses a malfunction with the transfer case brake motor assembly in low ambient temperatures. Technicians...
Sublet Repairs - 01/23/2017
... uncommon, after review, that the Warranty Support Center will deny payment and instruct the service agent to reduce the price to published time. To avoid this scenario, calculate what the job would pay if done at a dealership and inform the sublet vendor...
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...
March 2017 Recall Update - 02/17/2017
... had the recall performed will be advised to return the vehicle to the dealer if they experience a Service Engine Soon light. In those cases the dealer will re-install the previous ECM calibration as a temporary repair. The temporary repair transaction...
Reject of the Month - 02/17/2017
... Hours exceed the allowance for labor code xxxxxxx. Error code 240: Reject 073 is beyond Service Agent Self-Authorization limits. The owner of a 2014 Chevrolet Silverado visited their local dealership with a concern relating to the front u-joint,...
Job Card Check List - 05/22/2017
... many as you like. Below are 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...
Formerly in QuickLinks - 04/17/2017
... to your Application Shortcuts (found on the right side of the GlobalConnect homepage). Other Service based QuickLinks that are now available within the App Center include BDC Support, CBGC Protection, Certified Service, GM Program Info, and Voice...
Towing - 10/26/2016
... vehicle has caused a trip interruption and requires a repair that cannot be completed overnight.Service agents may utilize the program to reunite the customer with their GM vehicle at no charge to the customer. The service agent contacts Roadside Assistance...
Add On Repairs - 10/26/2016
Service management is required to approve added warranty 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 ...
Administrative Allowance - 10/26/2016
... field of the transaction in addition to the $25 parts/handling allowance. Customer Reimbursement: Service agents are entitled to a $20 administrative allowance for all customer reimbursement transactions. The reimbursement is to be made only to the person...
Product Field Action Bulletins - 06/27/2016
... include a revision description (e.g. bulletin updated to include additional information in the Service Procedure section). Important information, instructions, or dates are listed in the Attention box that is located below the header on the first...
Reject of the Month - Error code 232 - 08/23/2016
... was submitted with labor operation 9900007. Two months later, the vehicle was back in the service department with a water pump leak concern. The technician diagnosed the leaking water pump, referenced the previous job card from June, and replaced...
Recall Tip - 04/12/2013
... EXT and GMC Envoy XL vehicles that are currently or previously registered in certain states. Service agents are to test the driver's window and door lock switches for proper operation. If the switches function as designed, a protective coating must be...
Global Labour Codes, - 02/26/2013
... Reference Chart is currently available in SI. The link for the chart may be found at the "Select A Service Category Type" screen. From the Service Information Home page select the year, make and model, or enter the VIN and click next. Select the LTG...
Error 834: Repair Performed Prior to Start of Warranty - 09/04/2013
... the warranty start date is a date that is typically a couple of days before the PDI is paid to the service agent. This is standard procedure, but the reality is the vehicle actually does have a mile or two on it when it reaches the dealership and the...
WPC Website Decommissioned - 09/04/2013
... plastic packing bags for shipping components.These forms can now be found in GlobalConnect. Go to Service Workbench > Reports&Tools > Service Forms > General Information > Bulletin: Global Warranty Management (GWM) Warranty Parts Center...
Aftersales Empowerment Portal - 09/04/2013
... warranty pre-approval claim request which may be found in the Aftersales Empowerment Portal in the Service Workbench. The form must be completed in full and submitted for review. An email is sent to the dealer once the request has been approved or denied. If...
WPC Website Decommissioned - 09/04/2013
... plastic packing bags for shipping components.These forms can now be found in GlobalConnect. Go to Service Workbench > Reports&Tools > Service Forms > General Information > Bulletin: Global Warranty Management (GWM) Warranty Parts Center...
Certified Elite Criteria Update - 10/01/2013
... - 85% or higher (NEW) 2% increase from the previous periodRepeat Repairs - 3% or less (no change)Service Training Standards - 100% or above (no change)Dealership Field Action Closure - TBD (announced in November, 2013) new criteria - Closure rate criteria...
Repeat Repair Quick Tips - 07/02/2012
... and goals to address the repeat 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...
Adding an Attachment to a Transaction - 07/02/2012
... etc. Just because the transaction is only rejecting for excessive OLH doesn't mean that the GM Service Representative will not review the document in its entirety. Remember: all warranty transactions must be policy compliant prior to submission. Meaning...
Part Allowance Reimbursement - 01/24/2013
... 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. This allowance is the dollar amount that...
Revised Blower Motor Installation Instructions - 02/07/2012
... Denali XLThe original style blower motor assembly for these vehicles is no longer available as a service replacement part. This design had an integral cooling duct molded into the assembly. The revision has a cooling port and uses a separate air duct...
Poor Fuel Mileage - 03/08/2012
... of the vehicle affected? How did you calculate the mileage?Those of us in the automotive service business know that if there is no code present or stored and a vehicle is running the way it's supposed to, there is very little, if anything, that can be...
Repairs that Overlap - 02/07/2012
... complaint must have only one repair labor operation assigned, unless otherwise directed by a GM Service Bulletin. The labor operation must describe the repair for the failed component. Collateral damage repairs should be charged against this labor operation...
Reject of the Month - 02/07/2012
Error 825: Labour code F9726 is not covered by service contract or special coverage. The warranty administrator submitted this particular claim with transaction type GMPP, causing the transaction to reject. F9726 is a bulletin specific labour operation,...
Process in Review: Submitting Engine/Transmission Replacement Claims - 11/17/2011
... abreast of policy changes.One of the more complicated processes that a warranty administrator or service manager may deal with is engine/transmission claim submission. These transactions can be broken down into a few essential parts or steps that will...
A Pending Debit - 12/15/2011
... an assembly or production plant issue, a supplier quality issue, or if the problem lies with the service agent in replacing a part that did not fail, or proper documentation to support the replacement was not provided. Examples of service agent fault...
2012 Warranty Management Workshops - 01/19/2012
The Warranty Management Workshop addresses the most important issues service agents face with their warranty transactions. More effective than reading the policy manual cover to cover, this workshop clarifies how to effectively administer those policies...
Top Reject of the Month - 12/15/2011
... converter, a component that generally carries 8/80 coverage. He is fairly confident that both the service advisor and manager would have been aware of any abnormalities at write up or before the completion of the job. It appears as though the system...
Certified Technology Expert - 05/02/2012
... role. GM requires that each dealership have two CTE's on staff; one from sales and one from service. The CTE will be responsible for the following: Teach other sales and service representatives about the system and how to properly demonstrate and deliver...
PZEV and SULEV - 06/06/2012
... components have the save coverage. Specific component coverage can be found in Global Connect/Service Workbench/Reports and Tools. Select "P&P Manuals and other Service/Parts Publications". Once there, select "Limited Warranty Coverage at a...
GMPP Common Rejects - 04/13/2012
... route the transaction for review and payment. Reject Code 825: Labour code is not covered by service contract or special coverage: If submitting a transaction with a TSB specific labour operation, it may reject as not covered. Confirm that the bulletin...
Reject of the Month - 03/08/2012
... covered. After a DBC Chat, the warranty administrator submitted the adjustment through the Dealer Service Provider with base labour and OLH to account for the additional and administrative time. The tow went into the miscellaneous net field. The parts...
August 2014 Recall Update - 08/05/2014
Safety Recall 12180F: Driver Door Switch Short Circuit: The service procedure has been revised for this bulletin. The procedure for applying the protective coating on the door module has been removed. Vehicles that were previously repaired under the recall...
Reject of the Month - 02/27/2014
... 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 warranty administrator reviewed the net item expense, which resulted from...
Seat Cover Replacement Restrictions - 02/27/2014
... Many of the parts returned and inspected appeared to have normal wear or were outright damaged. 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...
March 2014 Recall Update - 02/27/2014
... recall 13421 addresses vehicles that may have had a suspect fuel transfer pump installed during a service visit, and via over the counter sales. Customer notifications were issued in early February. The letter advises customers that parts are currently...
New Transportation Claim Submission Requirements - 02/23/2015
... of the repair matters when it comes to this disclosure, GM does not answer that question in the Service P&P Manual, rather, they direct the reader to get legal advice, especially since disclosure requirements vary from state to state. More information...
Reject of the Month - 12/19/2014
... will not allow the claim to be H-routed until the error code is addressed and corrected. Service manager Policy authorization must be applied to this transaction to correct the error. In addition to indicating Policy Decision, comments must also...
Ignition Switch Recall - 11/25/2014
... must have the repair completed by December 1, 2014, in order to assist with scheduling needs and service capacity, repairs must be completed by January 1, 2015. Dealers have until January 12, 2015, to process the recall repair claim in order for the...
Part Failures During The Same Repair Visit - 10/03/2014
... explanation must be included in the technician's cause of failure and correction documentation and service management must approve authorization codes E for OLH and P for excessive parts to be submitted with the transaction, along with their explanation...
Ignition Switch Websites - 08/05/2014
... parts and are also launching additional production lines. It is anticipated that 521,090 service kits will be produced from July 27-August 23; 635,370 kits will be produced from August 24-September 27, and the remaining kits, 127,070, will be produced...
Ignition Switch Websites - 08/05/2014
... parts and are also launching additional production lines. It is anticipated that 521,090 service kits will be produced from July 27-August 23; 635,370 kits will be produced from August 24-September 27, and the remaining kits, 127,070, will be produced...
WPC Bulletin 99-00-89-019 - 09/09/2014
... the 49 CFR requirements risks being delayed by the carrier and is liable for civil penalties. Service agents will be fully debited by GM for the entire transaction each time there is a violation of the Federal Hazardous Material Transportation law.There...
Electrical and Powertrain Reset - 10/23/2015
Reprogramming a control module with new or updated software and/or calibration files using the TIS service programming system (SPS) application is a repair type that requires procedures that generate a warranty code.When submitting a warranty claim for...
... 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. This allowance is the dollar amount that...
Revised Blower Motor Installation Instructions - 02/07/2012
... Denali XLThe original style blower motor assembly for these vehicles is no longer available as a service replacement part. This design had an integral cooling duct molded into the assembly. The revision has a cooling port and uses a separate air duct...
Poor Fuel Mileage - 03/08/2012
... of the vehicle affected? How did you calculate the mileage?Those of us in the automotive service business know that if there is no code present or stored and a vehicle is running the way it's supposed to, there is very little, if anything, that can be...
Repairs that Overlap - 02/07/2012
... complaint must have only one repair labor operation assigned, unless otherwise directed by a GM Service Bulletin. The labor operation must describe the repair for the failed component. Collateral damage repairs should be charged against this labor operation...
Reject of the Month - 02/07/2012
Error 825: Labour code F9726 is not covered by service contract or special coverage. The warranty administrator submitted this particular claim with transaction type GMPP, causing the transaction to reject. F9726 is a bulletin specific labour operation,...
Process in Review: Submitting Engine/Transmission Replacement Claims - 11/17/2011
... abreast of policy changes.One of the more complicated processes that a warranty administrator or service manager may deal with is engine/transmission claim submission. These transactions can be broken down into a few essential parts or steps that will...
A Pending Debit - 12/15/2011
... an assembly or production plant issue, a supplier quality issue, or if the problem lies with the service agent in replacing a part that did not fail, or proper documentation to support the replacement was not provided. Examples of service agent fault...
2012 Warranty Management Workshops - 01/19/2012
The Warranty Management Workshop addresses the most important issues service agents face with their warranty transactions. More effective than reading the policy manual cover to cover, this workshop clarifies how to effectively administer those policies...
Top Reject of the Month - 12/15/2011
... converter, a component that generally carries 8/80 coverage. He is fairly confident that both the service advisor and manager would have been aware of any abnormalities at write up or before the completion of the job. It appears as though the system...
Certified Technology Expert - 05/02/2012
... role. GM requires that each dealership have two CTE's on staff; one from sales and one from service. The CTE will be responsible for the following: Teach other sales and service representatives about the system and how to properly demonstrate and deliver...
PZEV and SULEV - 06/06/2012
... components have the save coverage. Specific component coverage can be found in Global Connect/Service Workbench/Reports and Tools. Select "P&P Manuals and other Service/Parts Publications". Once there, select "Limited Warranty Coverage at a...
GMPP Common Rejects - 04/13/2012
... route the transaction for review and payment. Reject Code 825: Labour code is not covered by service contract or special coverage: If submitting a transaction with a TSB specific labour operation, it may reject as not covered. Confirm that the bulletin...
Reject of the Month - 03/08/2012
... covered. After a DBC Chat, the warranty administrator submitted the adjustment through the Dealer Service Provider with base labour and OLH to account for the additional and administrative time. The tow went into the miscellaneous net field. The parts...
August 2014 Recall Update - 08/05/2014
Safety Recall 12180F: Driver Door Switch Short Circuit: The service procedure has been revised for this bulletin. The procedure for applying the protective coating on the door module has been removed. Vehicles that were previously repaired under the recall...
Reject of the Month - 02/27/2014
... 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 warranty administrator reviewed the net item expense, which resulted from...
Seat Cover Replacement Restrictions - 02/27/2014
... Many of the parts returned and inspected appeared to have normal wear or were outright damaged. 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...
March 2014 Recall Update - 02/27/2014
... recall 13421 addresses vehicles that may have had a suspect fuel transfer pump installed during a service visit, and via over the counter sales. Customer notifications were issued in early February. The letter advises customers that parts are currently...
New Transportation Claim Submission Requirements - 02/23/2015
... of the repair matters when it comes to this disclosure, GM does not answer that question in the Service P&P Manual, rather, they direct the reader to get legal advice, especially since disclosure requirements vary from state to state. More information...
Reject of the Month - 12/19/2014
... will not allow the claim to be H-routed until the error code is addressed and corrected. Service manager Policy authorization must be applied to this transaction to correct the error. In addition to indicating Policy Decision, comments must also...
Ignition Switch Recall - 11/25/2014
... must have the repair completed by December 1, 2014, in order to assist with scheduling needs and service capacity, repairs must be completed by January 1, 2015. Dealers have until January 12, 2015, to process the recall repair claim in order for the...
Part Failures During The Same Repair Visit - 10/03/2014
... explanation must be included in the technician's cause of failure and correction documentation and service management must approve authorization codes E for OLH and P for excessive parts to be submitted with the transaction, along with their explanation...
Ignition Switch Websites - 08/05/2014
... parts and are also launching additional production lines. It is anticipated that 521,090 service kits will be produced from July 27-August 23; 635,370 kits will be produced from August 24-September 27, and the remaining kits, 127,070, will be produced...
Ignition Switch Websites - 08/05/2014
... parts and are also launching additional production lines. It is anticipated that 521,090 service kits will be produced from July 27-August 23; 635,370 kits will be produced from August 24-September 27, and the remaining kits, 127,070, will be produced...
WPC Bulletin 99-00-89-019 - 09/09/2014
... the 49 CFR requirements risks being delayed by the carrier and is liable for civil penalties. Service agents will be fully debited by GM for the entire transaction each time there is a violation of the Federal Hazardous Material Transportation law.There...
Electrical and Powertrain Reset - 10/23/2015
Reprogramming a control module with new or updated software and/or calibration files using the TIS service programming system (SPS) application is a repair type that requires procedures that generate a warranty code.When submitting a warranty claim for...
Non-GM Parts Require DMA Approval - 10/23/2015
... non-GM parts now requires that DMA approval must be obtained prior to the part being installed. Service agents must only use genuine GM approved parts and accessories when performing warranty, policy, field actions, and any other repairs paid for by...
Labor Operations: Closest To - 06/30/2015
... the labor operation you settled on doesn't exactly indicate the repair made. OLH requires service management written approval prior to the start of OLH clock time. Also required is the date and time approved as well an explanation. With a closest...
When the Customer Does Not Return - 04/28/2015
... their keys and those keys had to be special ordered because they were unique to their vehicle. Service agents were instructed to generate a job card, and when the keys came in, the parts department billed those keys to that job card. Some of these customers...
Powertrain Warranty Coverage - 01/11/2016
... fact that labor operations aren't tagged with coverage code P in the LTG, can be a challenge 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...
Verifying The Repair Process - 04/28/2016
... Documents drop down box at the top right of the screen. This enables you to quickly go to the Service Information page for the repair. Special tools are listed as well as the repair procedure with any associated links necessary to completing the repair....
Parts Retention, Documentation, and Disposal - 04/08/2016
... transaction payment before it can be returned for credit. Warranty cores cannot be sold by the service agent for remanufacturing, rebuilding, or scrap without prior written consent from GM. If a part that has a core charge is requested by the Warranty...
Warranty Performance Analysis - 02/04/2010
... statement with an eye to fixed operations sales and gross profit? The product sold in your service department is the technician's time inventory multiplied by his efficiency. The productivity level of the shop indicates how much of that inventory was...
What Is Customer Enthusiasm? - 01/06/2010
... but they are adamant that they didn't. Because it can't be proven as to what caused the crack, service management decides to replace the mirror and submit for warranty reimbursement. The end result is an enthused owner. A customer is upset that you are...
The History of a Warranty Claim Submission - 01/06/2010
... to GM. The TC-1000 was upgraded many times through the years, including the integration of Dealer Service Providers (DSP) where warranty administrators were able to submit claims through their in-house DSP.Late 1980's - 2000: Inception of the Dealer...
VIN Too Old? No Labour Operations Available - 04/12/2011
Eventually, every service department encounters a warranty situation where there is insufficient information to submit a claim. One of those instances is when a VIN will not populate in GWM or SI does not have an operation for the repair that was completed....
Warranty 101: Change - 06/08/2011
... or substituting something on a job card is not always positive or in the best interest of the service agent. In some cases, documentation changes on a warranty transaction may be performed for well supported reasons. Although without documentation on...
Sublet Basics - 06/08/2011
... to using a sublet correctly is proper documentation. A sublet repair facility is utilized when the service agent is unable to perform a specific repair. Certain situations can include unexpected equipment failure, lack of qualified technicians or facilities...
Searching jlwarranty's Newsletter, Forum and Video Collection - 08/09/2011
... results from the entire newsletter archive as well as forum posts, videos, and related products/services. It's easy, simply visit jlwarranty.com and type your keyword(s) into the search box in the upper-corner of the screen. The following...
Top Reject of the Month - 10/14/2011
... for submission.P&P Article 1.7.1 states that transactions are to be submitted to GM by the service agent and paid no later than 60 days from the repair completion date. This policy also holds true for resubmitted transactions: transactions that were...
Labour Operation Overlaps - 09/19/2011
As most warranty administrators and service managers know, GM has recently begun tracking the use of their "R" authorization. This makes the job of the service manager and warranty administrator slightly more challenging, as they must watch closely for...
Mileage In/Mileage Out - 08/09/2011
... a concern the customer is stating or to verify certain repairs fixed the concern. When the service advisor is going over the repairs that were made with the customer, adding that the vehicle was test driven to verify the fix can be proven by the recorded...
August 2011 Recall Update - 08/09/2011
... Engine Performance and Emission Control-Replace Exhaust Gas Temperature Sensors: A revision to the service procedure has prompted the update to this recall bulletin. The chassis cab trucks will require replacement of the position 1 EGT sensor only, they...
Reject of the Month - 03/10/2011
Cadillac Premium Care Maintenance Z2262 - With summer just around the corner, the number of service programs and coupons that dealers will handle may accelerate. Keeping up to date on how these claims are submitted can seem daunting, but is extremely...
Labour Time Guide Request for Review - 03/10/2011
... technicians with varying degrees of experience and the result can be ten different repair times.Service management has the empowerment to pay technicians other labour time (OLT) to cover extensive diagnosis that goes above and beyond what is considered...
Part Return - 08/10/2010
The Part Return Process was developed to facilitate movement of parts from the service agent to GM. The process normally involves sending the parts to the Warranty Parts Center. In some cases, parts may be shipped directly to an engineering facility or...
Who should manage your warranty dollar investment? - 09/16/2010
... involved in warranty administration. This person should be the source of knowledge for sales, service administration, service performance, parts, and administrative personnel within the dealership on any question regarding warranty. 4.) Consider creating...
Safety Recall 10018 - 09/16/2010
Accelerator Pedal Sticking: The service procedure in the safety recall has been revised to eliminate the requirement to contact the Technical Assistance Center if the clearance between the stopper and the housing is greater than 2.70 mm. Additionally,...
OnStar Upgrade - 09/16/2010
... to build loyalty to the dealership and it allows the dealer the opportunity to offer additional service work as needed. ...
Safety Recall 10023C - 08/10/2010
... Power Steering Motor: This recall has been revised to address updates to the parts information and service procedure sections. The recall applies to certain 2005-2010 Chevrolet Cobalt and 2007-2010 Pontiac G5 vehicles equipped with Electric Power Steering....
Customer Satisfaction Recall 10257A - 11/18/2010
... certain antilock braking events. Dealers are to inspect and, if necessary, replace the BPMV. The service procedure for the recall was updated to include the addition of a note on the GDS diagnostic screen. It is anticipated that only 20 vehicles will...
... non-GM parts now requires that DMA approval must be obtained prior to the part being installed. Service agents must only use genuine GM approved parts and accessories when performing warranty, policy, field actions, and any other repairs paid for by...
Labor Operations: Closest To - 06/30/2015
... the labor operation you settled on doesn't exactly indicate the repair made. OLH requires service management written approval prior to the start of OLH clock time. Also required is the date and time approved as well an explanation. With a closest...
When the Customer Does Not Return - 04/28/2015
... their keys and those keys had to be special ordered because they were unique to their vehicle. Service agents were instructed to generate a job card, and when the keys came in, the parts department billed those keys to that job card. Some of these customers...
Powertrain Warranty Coverage - 01/11/2016
... fact that labor operations aren't tagged with coverage code P in the LTG, can be a challenge 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...
Verifying The Repair Process - 04/28/2016
... Documents drop down box at the top right of the screen. This enables you to quickly go to the Service Information page for the repair. Special tools are listed as well as the repair procedure with any associated links necessary to completing the repair....
Parts Retention, Documentation, and Disposal - 04/08/2016
... transaction payment before it can be returned for credit. Warranty cores cannot be sold by the service agent for remanufacturing, rebuilding, or scrap without prior written consent from GM. If a part that has a core charge is requested by the Warranty...
Warranty Performance Analysis - 02/04/2010
... statement with an eye to fixed operations sales and gross profit? The product sold in your service department is the technician's time inventory multiplied by his efficiency. The productivity level of the shop indicates how much of that inventory was...
What Is Customer Enthusiasm? - 01/06/2010
... but they are adamant that they didn't. Because it can't be proven as to what caused the crack, service management decides to replace the mirror and submit for warranty reimbursement. The end result is an enthused owner. A customer is upset that you are...
The History of a Warranty Claim Submission - 01/06/2010
... to GM. The TC-1000 was upgraded many times through the years, including the integration of Dealer Service Providers (DSP) where warranty administrators were able to submit claims through their in-house DSP.Late 1980's - 2000: Inception of the Dealer...
VIN Too Old? No Labour Operations Available - 04/12/2011
Eventually, every service department encounters a warranty situation where there is insufficient information to submit a claim. One of those instances is when a VIN will not populate in GWM or SI does not have an operation for the repair that was completed....
Warranty 101: Change - 06/08/2011
... or substituting something on a job card is not always positive or in the best interest of the service agent. In some cases, documentation changes on a warranty transaction may be performed for well supported reasons. Although without documentation on...
Sublet Basics - 06/08/2011
... to using a sublet correctly is proper documentation. A sublet repair facility is utilized when the service agent is unable to perform a specific repair. Certain situations can include unexpected equipment failure, lack of qualified technicians or facilities...
Searching jlwarranty's Newsletter, Forum and Video Collection - 08/09/2011
... results from the entire newsletter archive as well as forum posts, videos, and related products/services. It's easy, simply visit jlwarranty.com and type your keyword(s) into the search box in the upper-corner of the screen. The following...
Top Reject of the Month - 10/14/2011
... for submission.P&P Article 1.7.1 states that transactions are to be submitted to GM by the service agent and paid no later than 60 days from the repair completion date. This policy also holds true for resubmitted transactions: transactions that were...
Labour Operation Overlaps - 09/19/2011
As most warranty administrators and service managers know, GM has recently begun tracking the use of their "R" authorization. This makes the job of the service manager and warranty administrator slightly more challenging, as they must watch closely for...
Mileage In/Mileage Out - 08/09/2011
... a concern the customer is stating or to verify certain repairs fixed the concern. When the service advisor is going over the repairs that were made with the customer, adding that the vehicle was test driven to verify the fix can be proven by the recorded...
August 2011 Recall Update - 08/09/2011
... Engine Performance and Emission Control-Replace Exhaust Gas Temperature Sensors: A revision to the service procedure has prompted the update to this recall bulletin. The chassis cab trucks will require replacement of the position 1 EGT sensor only, they...
Reject of the Month - 03/10/2011
Cadillac Premium Care Maintenance Z2262 - With summer just around the corner, the number of service programs and coupons that dealers will handle may accelerate. Keeping up to date on how these claims are submitted can seem daunting, but is extremely...
Labour Time Guide Request for Review - 03/10/2011
... technicians with varying degrees of experience and the result can be ten different repair times.Service management has the empowerment to pay technicians other labour time (OLT) to cover extensive diagnosis that goes above and beyond what is considered...
Part Return - 08/10/2010
The Part Return Process was developed to facilitate movement of parts from the service agent to GM. The process normally involves sending the parts to the Warranty Parts Center. In some cases, parts may be shipped directly to an engineering facility or...
Who should manage your warranty dollar investment? - 09/16/2010
... involved in warranty administration. This person should be the source of knowledge for sales, service administration, service performance, parts, and administrative personnel within the dealership on any question regarding warranty. 4.) Consider creating...
Safety Recall 10018 - 09/16/2010
Accelerator Pedal Sticking: The service procedure in the safety recall has been revised to eliminate the requirement to contact the Technical Assistance Center if the clearance between the stopper and the housing is greater than 2.70 mm. Additionally,...
OnStar Upgrade - 09/16/2010
... to build loyalty to the dealership and it allows the dealer the opportunity to offer additional service work as needed. ...
Safety Recall 10023C - 08/10/2010
... Power Steering Motor: This recall has been revised to address updates to the parts information and service procedure sections. The recall applies to certain 2005-2010 Chevrolet Cobalt and 2007-2010 Pontiac G5 vehicles equipped with Electric Power Steering....
Customer Satisfaction Recall 10257A - 11/18/2010
... certain antilock braking events. Dealers are to inspect and, if necessary, replace the BPMV. The service procedure for the recall was updated to include the addition of a note on the GDS diagnostic screen. It is anticipated that only 20 vehicles will...
Safety Recall 09049A - 04/12/2011
Brake Lamps Inoperative or Continuous Illumination: The part information, service procedure and warranty transaction information sections within the bulletin have been revised to include the replacement of the burned out brake lamp bulb(s). The bulletin...
Special Coverage 09186B - 04/12/2011
Brake Lamps Inoperative or Continuous Illumination: The part information, service procedure and warranty transaction information section within the bulletin have been revised to include the replacement of burned out brake lamp bulb(s). The brake lamp...
Safety Recall 10282B - 04/12/2011
... are to inspect the production number of the PCM, and if necessary, replace that component. The service procedure in the bulletin has been revised to advise technicians that the replacement modules are programmed at the factory and only require progr...
Special Coverage 10335B - 04/12/2011
Airbag Readiness Light/Service Airbag Message: This special coverage has been updated to include certain 2009 model year vehicles and to address an update to the part information section. Involved vehicles may exhibit wear which could lead to corrosion...
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 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...
Emission Recall 10136A - 02/23/2011
... 2008-2010 Chevrolet Malibu hybrid vehicles has been revised to include a warning statement before service procedure step 1, a photo and two notes before step 7.3. The recall correction procedure is to replace the hybrid batteries and reprogram the engine...
Safety Recall 10426E - 02/23/2011
... a revision to the parts information section. A revision has also been made to step 19 in the service procedure. ...
Customer Satisfaction Recall 11030 - 02/23/2011
... Chevrolet 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. ...
Special Policy Coverage 10335 - 01/19/2011
Airbag Readiness Light/Service Airbag Message-Reroute Wire Harness/Replace Connectors: Approximately 124,000 Buick Enclave and GMC Acadia vehicles may exhibit wear which could lead to corrosion in the connector terminal pins at the connection between...
Noncompliance Recall 09298D - 12/24/2010
... an update to the parts information section. Mass Comp is no longer an authorized Electronic Service Center; dealers in Canada are to contact York Electronics for all exchanges. The recall applies to certain 2010 Chevrolet Equinox and GMC Terrain veh...
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...
Certified Elite Program - 10/14/2011
... at this empowerment level. At this point there are 56 reject reasons that can be overridden by the service agent at this level. Elite dealers may authorize up to 20 hours of OLH with unlimited rental days. Only those dealers that achieve and maintain...
Exchange Program for Electronic Products - 10/14/2011
GM has recently updated two bulletins that address Electronic Exchange Service Centers. Bulletin 08-08-44-029B addresses warranty and goodwill procedures for exchange components. While the update is to add model years and update ESC contact information,...
GM-US - 04/27/2011
When viewing the Service Agent Profile for empowerment levels or performing an analysis of expense and expense trends be sure to select GM-US as the Business Unit. GM-US indicates warranty transactions. MIC, GMPP, is the other Business Unit selection....
Emission Recall 11054 - 04/27/2011
... Express, Silverado HD; 2010 GMC Savana , Sierra HD, TopKick equipped with a 6.6L Duramax Diesel, serviced with a suspect EGT sensor. Dealers are to replace both EGT sensors. ...
Safety Recall 06041D - 02/04/2010
Body Color Roof Adhesive Separation: The recall has been revised to address an updated service procedure. Roof replacement is required with the new procedure. The recall applies to certain 2005-2007 Chevrolet Corvette vehicles with body color roof. Some...
Changes to the Pre Delivery Inspection Form - 04/13/2010
... dealer to more easily check for outstanding required field actions such as open recall campaigns, service update bulletins and software updates at the time of PDI. ...
ZSSP: Special Sales Program - 02/04/2010
... customers into the dealership to generate sales. Typically the customer receives some sort of free service such as an oil change payable by GM. When submitting in GWM enter transaction type ZSSP, the labor operation number that corresponds to the program...
Special Coverage Adjustment 04039C - 01/06/2010
Injectors-Replace: Update to the special coverage to incorporate Technical Service Bulletins 03-06-04-036B and 04-06-04-007I into the special coverage bulletin. The special coverage applies to certain 2001-2004 Chevrolet Silverado, 2001-2004 GMC Sierra,...
Warranty Performance Analysis - 01/06/2010
... costs, losses and profit. In 2009, it provided a comprehensive description of the functions of service department members. In 2010 we will provide a few examples of problems found during audits, as well instructions for dealer use to analyze their own...
Warranty Performance Analysis - 04/13/2010
... 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? What are the lemon laws in...
Safety Recall 10091A - 05/12/2010
... cables. A bulletin update has been issued to address a revision to the parts information and service procedure sections. ...
Safety Recall 10118 - 05/12/2010
Service Active Handling System Message in the Driver Information Center: Owners of certain 2005-2006 Chevrolet Corvette vehicles equipped with a tilt and telescoping steering column may require inspection of the wire connection in the steering column ...
Safety Recall 07035A - 06/07/2010
Engine Compartment Fire: This safety recall has been updated to provide a service procedure revision. Certain 1997-2003 Buick Regal GS, Pontiac Grand Prix GTP vehicles equipped with a 3.8L V6 Supercharged engine are involved in the recall. Dealers are...
Brake Lamps Inoperative or Continuous Illumination: The part information, service procedure and warranty transaction information sections within the bulletin have been revised to include the replacement of the burned out brake lamp bulb(s). The bulletin...
Special Coverage 09186B - 04/12/2011
Brake Lamps Inoperative or Continuous Illumination: The part information, service procedure and warranty transaction information section within the bulletin have been revised to include the replacement of burned out brake lamp bulb(s). The brake lamp...
Safety Recall 10282B - 04/12/2011
... are to inspect the production number of the PCM, and if necessary, replace that component. The service procedure in the bulletin has been revised to advise technicians that the replacement modules are programmed at the factory and only require progr...
Special Coverage 10335B - 04/12/2011
Airbag Readiness Light/Service Airbag Message: This special coverage has been updated to include certain 2009 model year vehicles and to address an update to the part information section. Involved vehicles may exhibit wear which could lead to corrosion...
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 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...
Emission Recall 10136A - 02/23/2011
... 2008-2010 Chevrolet Malibu hybrid vehicles has been revised to include a warning statement before service procedure step 1, a photo and two notes before step 7.3. The recall correction procedure is to replace the hybrid batteries and reprogram the engine...
Safety Recall 10426E - 02/23/2011
... a revision to the parts information section. A revision has also been made to step 19 in the service procedure. ...
Customer Satisfaction Recall 11030 - 02/23/2011
... Chevrolet 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. ...
Special Policy Coverage 10335 - 01/19/2011
Airbag Readiness Light/Service Airbag Message-Reroute Wire Harness/Replace Connectors: Approximately 124,000 Buick Enclave and GMC Acadia vehicles may exhibit wear which could lead to corrosion in the connector terminal pins at the connection between...
Noncompliance Recall 09298D - 12/24/2010
... an update to the parts information section. Mass Comp is no longer an authorized Electronic Service Center; dealers in Canada are to contact York Electronics for all exchanges. The recall applies to certain 2010 Chevrolet Equinox and GMC Terrain veh...
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...
Certified Elite Program - 10/14/2011
... at this empowerment level. At this point there are 56 reject reasons that can be overridden by the service agent at this level. Elite dealers may authorize up to 20 hours of OLH with unlimited rental days. Only those dealers that achieve and maintain...
Exchange Program for Electronic Products - 10/14/2011
GM has recently updated two bulletins that address Electronic Exchange Service Centers. Bulletin 08-08-44-029B addresses warranty and goodwill procedures for exchange components. While the update is to add model years and update ESC contact information,...
GM-US - 04/27/2011
When viewing the Service Agent Profile for empowerment levels or performing an analysis of expense and expense trends be sure to select GM-US as the Business Unit. GM-US indicates warranty transactions. MIC, GMPP, is the other Business Unit selection....
Emission Recall 11054 - 04/27/2011
... Express, Silverado HD; 2010 GMC Savana , Sierra HD, TopKick equipped with a 6.6L Duramax Diesel, serviced with a suspect EGT sensor. Dealers are to replace both EGT sensors. ...
Safety Recall 06041D - 02/04/2010
Body Color Roof Adhesive Separation: The recall has been revised to address an updated service procedure. Roof replacement is required with the new procedure. The recall applies to certain 2005-2007 Chevrolet Corvette vehicles with body color roof. Some...
Changes to the Pre Delivery Inspection Form - 04/13/2010
... dealer to more easily check for outstanding required field actions such as open recall campaigns, service update bulletins and software updates at the time of PDI. ...
ZSSP: Special Sales Program - 02/04/2010
... customers into the dealership to generate sales. Typically the customer receives some sort of free service such as an oil change payable by GM. When submitting in GWM enter transaction type ZSSP, the labor operation number that corresponds to the program...
Special Coverage Adjustment 04039C - 01/06/2010
Injectors-Replace: Update to the special coverage to incorporate Technical Service Bulletins 03-06-04-036B and 04-06-04-007I into the special coverage bulletin. The special coverage applies to certain 2001-2004 Chevrolet Silverado, 2001-2004 GMC Sierra,...
Warranty Performance Analysis - 01/06/2010
... costs, losses and profit. In 2009, it provided a comprehensive description of the functions of service department members. In 2010 we will provide a few examples of problems found during audits, as well instructions for dealer use to analyze their own...
Warranty Performance Analysis - 04/13/2010
... 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? What are the lemon laws in...
Safety Recall 10091A - 05/12/2010
... cables. A bulletin update has been issued to address a revision to the parts information and service procedure sections. ...
Safety Recall 10118 - 05/12/2010
Service Active Handling System Message in the Driver Information Center: Owners of certain 2005-2006 Chevrolet Corvette vehicles equipped with a tilt and telescoping steering column may require inspection of the wire connection in the steering column ...
Safety Recall 07035A - 06/07/2010
Engine Compartment Fire: This safety recall has been updated to provide a service procedure revision. Certain 1997-2003 Buick Regal GS, Pontiac Grand Prix GTP vehicles equipped with a 3.8L V6 Supercharged engine are involved in the recall. Dealers are...
Safety Recall 09149A - 06/07/2010
Front Brake Hose Fitting Corrosion-Replace Front Brake Hoses: The service procedure within recall bulletin 09149A has been updated. The recall involves certain 2003-2007 Cadillac CTS vehicles sold or currently registered in certain states. Dealers are...
Safety Recall 10023B - 06/07/2010
... Motor: The recall bulletin has been updated to include a revision to the parts information and service procedure sections. Certain vehicles that are equipped with electric power steering may have a condition in which a sudden loss of power steering assist...
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...
GMVIS - 06/07/2010
In early June GM removed the GMVIS link from the Sales, Service and Parts Workbenches in GlobalConnect. Dealers should be using the GMVIS replacement-Investigate Vehicle History. This resource may be found in Global Warranty Management under the Interface...
Assembly Replacements - 04/28/2016
... 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 is replaced, the part that actually caused the failure...
Other Labor Hours - 04/28/2016
The technician must contact service management for approval prior to the work being performed.Separate on/off time punches are required on the technician's time ticket for the OLH time claimed on each labor operation with OLH. The technician must...
Stop Delivery - 04/28/2016
... documentation for vehicles that are involved in upcoming recalls with a Stop Delivery notice. The Service Consultant Dashboard also provides indication of the Stop Delivery Order in the Alerts & Action Items field. Additionally, the recall number...
Assembly Restrictions - 05/24/2016
... are indicated in the Analyze Warranty section of GWM. Select the "Items Not Allowed" tab from the Service Agent Profile. ...
Average Dealership Profits - 04/28/2016
The average dealership posted net profit from service and parts of approximately $364,000 in 2015. That equates to an increase of almost nine times the average net profit from the new vehicle department and five times that of the used vehicle departm...
Option C Labor Rate Increase - 01/11/2016
... labor rate plan received a 2.5% increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most recent rate for your dealership. Dealers are responsible for updating...
Batteries - 02/02/2016
... of the bumper-to-bumper warranty, or 12 months/unlimited miles, whichever is greater. The Service Agent must remove the Warranty Insert Tag from the new ACDelco Replacement Battery and retain it as part of the job card information. ...
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...
OLH Reminder! - 12/01/2015
... on the job card must be supported by separate on/off punch times on the technician's time ticket. Service management is required to sign/initial, date, time and provide an explanation for the OLH prior to work being performed. The technician's time ticket...
Technician Trend - 12/01/2015
... for social occasions is becoming more and more important. The National Institute for Automotive Service Excellence (ASE) strongly encourages the use of gloves. Ultimately it is up to each dealership and repair facility to set their own policies. &nb...
Transaction Submission Time Limit Update - 12/01/2015
The Service Policy & Procedures Manual has been updated to reflect the following transaction submission filing time parameter:All transactions must be completed, processed and paid through GWM within 180 days of repair completion date for job cards...
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...
Policy and Electronic Exchange Components - 12/01/2015
The Electronic Service Center (ESC), or TAC, with restricted components, must be notified at the time of the order that an exchange component is being handled as a Policy decision repair. The name of the person that is authorizing the Policy adjustment...
Recall 15025 Goodyear Fortuna HL Tires - 04/28/2015
... must be returned to the following address: Goodyear Tire and RubberNorth American Product Service CenterKing Mill CourtDoors S13 thru S22McDonough, GA 30253After receiving the Part Return request and printing the UPS return label, you will notice...
Warranty Parts - 04/28/2015
... to the WPC, if requested, or disposed of as described in Policy and Procedure Article 4.1.3. Service Policy & Procedures Article 3.2.7. ...
Major Assembly Replacement Submission Guidelines - 04/28/2015
... repairs, the flush code must be documented in the labour operation dependency field. Service agents are required to retain the completed cost comparison worksheet (or parts printout) and it is to be attached to the job card. If the assembly is...
June 2015 Recall Update - 06/02/2015
... Satisfaction Program 14676A: Untreated Rivets and Poor Paint Finish on Underside of Hood: The service procedure in the recall has been revised with the addition of a note statement. The recall affects certain 2014 Buick Verano and Chevrolet Sonic vehicles. Safety...
The Oil Fields - 04/28/2015
Many dealerships lost technicians to the oil fields over the past several years. During that time, dealership service departments were unable to compete with the higher pay in the oil sector, where trained techs were seeking employment. Those same stores...
September 2015 Recall Update - 09/03/2015
... The recall bulletin has been updated to reflect revisions to the Parts Information and Service Procedure sections. The recall affects certain 2004-2012 Chevrolet Malibu, 2004-2007 Chevrolet Malibu Maxx, 2005-2010 Pontiac G6, and 2007-2010 Saturn Aura...
Compressed Natural Gas Vehicles - 09/09/2014
... 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 Sierra CNG trucks is 3600 psig...
Recall Vehicle Action Report - 09/09/2014
... mailed to the address listed on the form.The form is available in the GlobalConnect Library in the Service Category, within the Field Action link. ...
Front Brake Hose Fitting Corrosion-Replace Front Brake Hoses: The service procedure within recall bulletin 09149A has been updated. The recall involves certain 2003-2007 Cadillac CTS vehicles sold or currently registered in certain states. Dealers are...
Safety Recall 10023B - 06/07/2010
... Motor: The recall bulletin has been updated to include a revision to the parts information and service procedure sections. Certain vehicles that are equipped with electric power steering may have a condition in which a sudden loss of power steering assist...
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...
GMVIS - 06/07/2010
In early June GM removed the GMVIS link from the Sales, Service and Parts Workbenches in GlobalConnect. Dealers should be using the GMVIS replacement-Investigate Vehicle History. This resource may be found in Global Warranty Management under the Interface...
Assembly Replacements - 04/28/2016
... 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 is replaced, the part that actually caused the failure...
Other Labor Hours - 04/28/2016
The technician must contact service management for approval prior to the work being performed.Separate on/off time punches are required on the technician's time ticket for the OLH time claimed on each labor operation with OLH. The technician must...
Stop Delivery - 04/28/2016
... documentation for vehicles that are involved in upcoming recalls with a Stop Delivery notice. The Service Consultant Dashboard also provides indication of the Stop Delivery Order in the Alerts & Action Items field. Additionally, the recall number...
Assembly Restrictions - 05/24/2016
... are indicated in the Analyze Warranty section of GWM. Select the "Items Not Allowed" tab from the Service Agent Profile. ...
Average Dealership Profits - 04/28/2016
The average dealership posted net profit from service and parts of approximately $364,000 in 2015. That equates to an increase of almost nine times the average net profit from the new vehicle department and five times that of the used vehicle departm...
Option C Labor Rate Increase - 01/11/2016
... labor rate plan received a 2.5% increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most recent rate for your dealership. Dealers are responsible for updating...
Batteries - 02/02/2016
... of the bumper-to-bumper warranty, or 12 months/unlimited miles, whichever is greater. The Service Agent must remove the Warranty Insert Tag from the new ACDelco Replacement Battery and retain it as part of the job card information. ...
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...
OLH Reminder! - 12/01/2015
... on the job card must be supported by separate on/off punch times on the technician's time ticket. Service management is required to sign/initial, date, time and provide an explanation for the OLH prior to work being performed. The technician's time ticket...
Technician Trend - 12/01/2015
... for social occasions is becoming more and more important. The National Institute for Automotive Service Excellence (ASE) strongly encourages the use of gloves. Ultimately it is up to each dealership and repair facility to set their own policies. &nb...
Transaction Submission Time Limit Update - 12/01/2015
The Service Policy & Procedures Manual has been updated to reflect the following transaction submission filing time parameter:All transactions must be completed, processed and paid through GWM within 180 days of repair completion date for job cards...
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...
Policy and Electronic Exchange Components - 12/01/2015
The Electronic Service Center (ESC), or TAC, with restricted components, must be notified at the time of the order that an exchange component is being handled as a Policy decision repair. The name of the person that is authorizing the Policy adjustment...
Recall 15025 Goodyear Fortuna HL Tires - 04/28/2015
... must be returned to the following address: Goodyear Tire and RubberNorth American Product Service CenterKing Mill CourtDoors S13 thru S22McDonough, GA 30253After receiving the Part Return request and printing the UPS return label, you will notice...
Warranty Parts - 04/28/2015
... to the WPC, if requested, or disposed of as described in Policy and Procedure Article 4.1.3. Service Policy & Procedures Article 3.2.7. ...
Major Assembly Replacement Submission Guidelines - 04/28/2015
... repairs, the flush code must be documented in the labour operation dependency field. Service agents are required to retain the completed cost comparison worksheet (or parts printout) and it is to be attached to the job card. If the assembly is...
June 2015 Recall Update - 06/02/2015
... Satisfaction Program 14676A: Untreated Rivets and Poor Paint Finish on Underside of Hood: The service procedure in the recall has been revised with the addition of a note statement. The recall affects certain 2014 Buick Verano and Chevrolet Sonic vehicles. Safety...
The Oil Fields - 04/28/2015
Many dealerships lost technicians to the oil fields over the past several years. During that time, dealership service departments were unable to compete with the higher pay in the oil sector, where trained techs were seeking employment. Those same stores...
September 2015 Recall Update - 09/03/2015
... The recall bulletin has been updated to reflect revisions to the Parts Information and Service Procedure sections. The recall affects certain 2004-2012 Chevrolet Malibu, 2004-2007 Chevrolet Malibu Maxx, 2005-2010 Pontiac G6, and 2007-2010 Saturn Aura...
Compressed Natural Gas Vehicles - 09/09/2014
... 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 Sierra CNG trucks is 3600 psig...
Recall Vehicle Action Report - 09/09/2014
... mailed to the address listed on the form.The form is available in the GlobalConnect Library in the Service Category, within the Field Action link. ...
The Ignition Switch Recall - 09/09/2014
IVHService advisors should confirm the open recall in IVH, accurately documenting the open recall numbers on the job card.The warranty administrator should verify the correct recall number on the job card prior to assigning a labour operation and submitting...
Empowerment - 11/25/2014
... small, yet critical update has been included with the Policy section of the bulletin. The service manager must authorize the policy adjustment prior to the claim being submitted. The authorization must be in the form of an explanation, signature/initials,...
Powertrain/Drivetrain Assembly - 11/25/2014
... transmission, or transfer case. A copy of the documentation must be retained with the vehicle service history file. When it is determined that the component requires replacement, a copy of the documentation must be returned with the failed assembly....
February 2015 Recall Update - 01/21/2015
... order to prevent the condition. Safety Recall 14152E: Transmission Shift Cable Fracture: The service procedure in the bulletin has been updated to include an inspection procedure. Certain 2004-2007 Chevrolet Malibu Maxx, 2004-2008 Chevrolet Malibu,...
Aftermarket Calibrations - 11/25/2014
... 0600014. The labour operation pays .2 hours and must be routed to the WSC for approval. The service manager must be involved in any situation that would justify the use of the operation and the DMA must also be notified. ...
Option C Labour Rate - 12/19/2014
... C labour rate plan received an increase. The new labour rate can be viewed in GWM within the View Service Agent Profile link. From this link select Labour Rates to view the most recent rate for your dealership. Dealers are responsible for updating...
Hazmat Emergency Response - 02/23/2015
... for 2015 remains the same as the fee charged in 2014, $5.15. The 24-hour emergency response phone service provides compliance with DOT regulations. ...
Labor Rate Increase - 01/21/2015
... software labor rate table to reflect the increase. The updated rate is posted in GWM within the Service Agent Profile link. ...
Technician Time Recording Reminder - 01/21/2015
... technician ID, along with actual date and start and stop time(s) while on premises the same day. Service Policies and Procedures Manual 3.2.9 Time punching documentation on the physical job card no longer meets technician time documentation requirements...
Policy Decisions - 02/27/2014
The service manager has received notice that the DMA will be visiting the dealership to discuss warranty, specifically Policy Decisions. The service manager must work with the warranty administrator prior to the visit to review the store's Policy statistics.While...
The Authorization Code - 02/27/2014
... along with the date approved, time, and signature/initials are to be recorded on the job card by service management - from P& P Article 1.6.2.15....
Customer Retention Stats - 02/27/2014
... customer experienceA customer is four times more likely to buy from a competitor if the issue is service related vs price or product relatedA 10% increase in customer retention levels results in a 30% increase in the value of the company86% of buyers...
Loose Inside Rear View Mirror - 04/03/2014
... not to attempt to reinstall the bracket onto the windshield. The revised bracket assembly is not serviceable. The technician must install a new windshield glass assembly to correct the concern. The bracket comes installed on the new glass assembly. The...
Corvette ZR1 - 01/28/2014
Some owners of the 2009-2011 Chevrolet Corvette ZR1, equipped with a 6.2L engine, may have a service soon light concern. Technicians may find DTC P0420, P0430 stored in history. Bulletin 14-06-04-001 states that the technician is to replace the catalytic...
Cadillac ELR - 01/10/2014
... dealers with a complete suite of training tools and opportunities to help prepare the sales and service staff. The hands-on training portion took place in early to mid-January in Orlando and Las Vegas. ...
Option C Labour Rate - 01/10/2014
... a 2.5% increase. The new labour rate can be viewed in Global Warranty Management within the View Service Agent Profile link. From this link select Labour Rates to view the most recent rate for your dealership. Dealers were responsible for updating their...
Cadillac Premium Care Maintenance - 01/10/2014
... is listed in the Applicable Warranties section of IVH, the vehicle is eligible to be serviced in either the US or Canada under the program rules. The same holds true for eligible US vehicles with the following noted in IVH "Premium Care Maintenance"....
Cost Comparison Estimate - 07/01/2014
All service agents are required to retain the completed Powertrain/Drivetrain Replacement Authorization Request-Repair Estimate-Replacement Component Assembly Estimate Worksheet (Cost Comparison Estimate) for transmission/transfer case/engine assembly...
4G LTE in 2015 MY Vehicles - 06/06/2014
4G LTE has launched in 2015 model year vehicles. These vehicles will have improved 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...
Ignition Switch Recall Revision - 05/09/2014
The recalls pertaining to the ignition switch, ignition lock cylinder, and ignition key have undergone revisions to the service procedure and/or the warranty transaction submission sections. Recalls 14113A and 14133A have been updated to include a 0.1...
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, ...
Hazard Flasher Operation - 05/09/2014
... on vehicles produced after 10/11/2013, or any vehicle that has had the BCM programmed during a service visit. ...
Store Upgrades - 04/13/2012
... meet customer experience standards. Those standards include facility upgrades, extensive sales and service training and other customer experience standards. ...
Notifications Area - 03/08/2012
The Notifications Area isn't just for part returns anymore! If you have been selected to participate in a SASR (Service Agent Self Review) or have rejected PRA Requests it will be communicated to you through the Notifications Area on GWM. Another reason...
Quick Alignment - 05/02/2012
... is so quick, dealers may offer free, quick alignment checks for every vehicle that enters the service drive. Many of the free checks may be converted into an alignment....
IVHService advisors should confirm the open recall in IVH, accurately documenting the open recall numbers on the job card.The warranty administrator should verify the correct recall number on the job card prior to assigning a labour operation and submitting...
Empowerment - 11/25/2014
... small, yet critical update has been included with the Policy section of the bulletin. The service manager must authorize the policy adjustment prior to the claim being submitted. The authorization must be in the form of an explanation, signature/initials,...
Powertrain/Drivetrain Assembly - 11/25/2014
... transmission, or transfer case. A copy of the documentation must be retained with the vehicle service history file. When it is determined that the component requires replacement, a copy of the documentation must be returned with the failed assembly....
February 2015 Recall Update - 01/21/2015
... order to prevent the condition. Safety Recall 14152E: Transmission Shift Cable Fracture: The service procedure in the bulletin has been updated to include an inspection procedure. Certain 2004-2007 Chevrolet Malibu Maxx, 2004-2008 Chevrolet Malibu,...
Aftermarket Calibrations - 11/25/2014
... 0600014. The labour operation pays .2 hours and must be routed to the WSC for approval. The service manager must be involved in any situation that would justify the use of the operation and the DMA must also be notified. ...
Option C Labour Rate - 12/19/2014
... C labour rate plan received an increase. The new labour rate can be viewed in GWM within the View Service Agent Profile link. From this link select Labour Rates to view the most recent rate for your dealership. Dealers are responsible for updating...
Hazmat Emergency Response - 02/23/2015
... for 2015 remains the same as the fee charged in 2014, $5.15. The 24-hour emergency response phone service provides compliance with DOT regulations. ...
Labor Rate Increase - 01/21/2015
... software labor rate table to reflect the increase. The updated rate is posted in GWM within the Service Agent Profile link. ...
Technician Time Recording Reminder - 01/21/2015
... technician ID, along with actual date and start and stop time(s) while on premises the same day. Service Policies and Procedures Manual 3.2.9 Time punching documentation on the physical job card no longer meets technician time documentation requirements...
Policy Decisions - 02/27/2014
The service manager has received notice that the DMA will be visiting the dealership to discuss warranty, specifically Policy Decisions. The service manager must work with the warranty administrator prior to the visit to review the store's Policy statistics.While...
The Authorization Code - 02/27/2014
... along with the date approved, time, and signature/initials are to be recorded on the job card by service management - from P& P Article 1.6.2.15....
Customer Retention Stats - 02/27/2014
... customer experienceA customer is four times more likely to buy from a competitor if the issue is service related vs price or product relatedA 10% increase in customer retention levels results in a 30% increase in the value of the company86% of buyers...
Loose Inside Rear View Mirror - 04/03/2014
... not to attempt to reinstall the bracket onto the windshield. The revised bracket assembly is not serviceable. The technician must install a new windshield glass assembly to correct the concern. The bracket comes installed on the new glass assembly. The...
Corvette ZR1 - 01/28/2014
Some owners of the 2009-2011 Chevrolet Corvette ZR1, equipped with a 6.2L engine, may have a service soon light concern. Technicians may find DTC P0420, P0430 stored in history. Bulletin 14-06-04-001 states that the technician is to replace the catalytic...
Cadillac ELR - 01/10/2014
... dealers with a complete suite of training tools and opportunities to help prepare the sales and service staff. The hands-on training portion took place in early to mid-January in Orlando and Las Vegas. ...
Option C Labour Rate - 01/10/2014
... a 2.5% increase. The new labour rate can be viewed in Global Warranty Management within the View Service Agent Profile link. From this link select Labour Rates to view the most recent rate for your dealership. Dealers were responsible for updating their...
Cadillac Premium Care Maintenance - 01/10/2014
... is listed in the Applicable Warranties section of IVH, the vehicle is eligible to be serviced in either the US or Canada under the program rules. The same holds true for eligible US vehicles with the following noted in IVH "Premium Care Maintenance"....
Cost Comparison Estimate - 07/01/2014
All service agents are required to retain the completed Powertrain/Drivetrain Replacement Authorization Request-Repair Estimate-Replacement Component Assembly Estimate Worksheet (Cost Comparison Estimate) for transmission/transfer case/engine assembly...
4G LTE in 2015 MY Vehicles - 06/06/2014
4G LTE has launched in 2015 model year vehicles. These vehicles will have improved 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...
Ignition Switch Recall Revision - 05/09/2014
The recalls pertaining to the ignition switch, ignition lock cylinder, and ignition key have undergone revisions to the service procedure and/or the warranty transaction submission sections. Recalls 14113A and 14133A have been updated to include a 0.1...
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, ...
Hazard Flasher Operation - 05/09/2014
... on vehicles produced after 10/11/2013, or any vehicle that has had the BCM programmed during a service visit. ...
Store Upgrades - 04/13/2012
... meet customer experience standards. Those standards include facility upgrades, extensive sales and service training and other customer experience standards. ...
Notifications Area - 03/08/2012
The Notifications Area isn't just for part returns anymore! If you have been selected to participate in a SASR (Service Agent Self Review) or have rejected PRA Requests it will be communicated to you through the Notifications Area on GWM. Another reason...
Quick Alignment - 05/02/2012
... is so quick, dealers may offer free, quick alignment checks for every vehicle that enters the service drive. Many of the free checks may be converted into an alignment....
Certified Resource Center - 05/02/2012
... Guide, available within the Overview and Process tab. The guide contains a list of the covered services under the Standard C/B/G Certified Pre-Owned 2/30,000 Maintenance Plan. Forum Tip from Jodi...
Option C Labor Rate Increase - 01/19/2012
... 2010, through November 2011, Dealers may view their warranty labour rate in GWM under the "View Service Agent Profile" link and select the "Labour Rates" option. ...
Documenting Customer Concerns Correctly - 02/07/2012
... 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 on the job card for the technician to understand...
January 2013 Recall Update - 01/24/2013
... Engine May Not Start, MIL or SES Lamp: The recall has been revised to include an update to the service procedure. The procedure now includes the installation of the Recall Identification Label and the completion of a "Proof of Correction" certificate...
December 2012 Recall Update - 12/18/2012
... Chain Wear-Revised: The Special Coverage has been updated to include additional vehicles and a service procedure revision. The bulletin addresses a premature wear issue with the timing chain in certain 2009 Buick Enclave; 2007-2009 Cadillac CTS, SRX,...
GMPP Sublet Markup - 10/08/2012
... is 25% up to a limit of $100. This policy includes repairs/exchanges performed via the Electronic Service Center. Markup does not apply to shipping and freight charges. GMPP Administration Guide. ...
Empowerment-Request for Goodwill - 11/05/2012
... coverage has been added to the Component 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,...
Repair Completion Date - 11/05/2012
... on the warranty claim transaction in GWM. The repair completion date is the date that the service repair was completed, if it is different than the job card date. All pricing, such as labour, parts, part markup, is based on the repair completion...
Wheel Alignment Guidelines - 07/02/2012
... correct what the customer is experiencing. It's a lengthy bulletin, but should be reviewed by both service advisors and technicians. Many pages of the bulletin have examples of what is normal tire wear and vehicle pull.Tramlining is said to be an industry...
Option Discrepancies - 06/06/2012
... is never filed as a transportation transaction. Policies and Procedures state that when a service agent identifies a vehicle, which has been incorrectly built or invoice options have been omitted by the assembly plant, they must contact their DMA...
August 2012 Recall Update - 08/09/2012
... 11290B - Degraded Connection Between Ignition Coil Spark Plug Boots and Spark Plugs: The recall service procedure has been revised to note that the spark plug kit contains new springs that are to be installed. Additionally, steps 13-15 have also been...
September 2012 Recall Update - 08/30/2012
... 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 operation will not close this recall.Upcoming Safety Recall 12180 -...
Simplifying Accessories - 10/08/2012
... accessories are purchased after a vehicle is built by either the new customer or the service agent, the cost of the accessory and the labour to install it are paid for by the customer or added to the cost of the vehicle by the service agent. These accessories...
Warranty Parts - 08/30/2012
... be turned into the parts department by the technician for tagging, retention, and/or return. The service agent is required to retain the part for a minimum of 15 days after the transaction payment date. Parts requested for return by the WPC must be received...
Liftgate Struts - 08/30/2012
GM engineering has requested that service agents document additional information on the job card when performing a lift gate strut replacement on a 2012 Chevrolet Captiva Sport. The technician is to indicate on the job card which side of the lift gate...
Dexos1 0W20 Price Decrease - 11/18/2013
... reduction on 0W20 dexos1 engine oil in quarts, drums, and bulk. This oil specification is the service oil for most 2014 GMC and Chevrolet pickup trucks. Complete part and price information is available in GlobalConnect within the EPIC application. Current...
Legacy LTG - 09/04/2013
The old Labour Time Guide listing the legacy five digit labour operation codes have been removed from Service Information (SI). All transactions should be processed using the current seven digit labour operation and times contained in the Global Labour...
System Maintenance - 07/30/2013
... in early August for system maintenance. IVH may be accessed through the stand-alone link on the Service Workbench of GlobalConnect. The stand-alone link may be found under the Menu and Inspection Toolkit. SundayMondayTuesdayWednesdayThursdayFridaySaturday8/48/58/68/78/88/9GWM...
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...
4G LTE Connectivity - 07/03/2013
... are to leverage its OnStar unit and 4G LTE mobile broadband hardware to offer more connected services to drivers. GM hopes that the global roll out will help cut down on distracted driving. ...
Reflections for the Year and Years Past - 12/09/2013
... In February of this year we noticed a new piece of information incorporated into IVH, aftermarket service contract information. Service advisors were given a tool to help them identify customers who may have purchased a service contract other than GMPP....
Impala LTD - 12/09/2013
... until 2016; about two years longer than was previously indicated. The Impala Limited has been in service, as the original Impala, since the 2006 model year. The Limited has done very well with fleets as a less expensive, high volume car. ...
Hydraulic Brake Pipe Kits - 01/10/2014
... providing dealers with information on pre-formed and pre-flared hydraulic brake pipe kits. This service strategy assists dealers with the replacement of hydraulic brake pipes for certain vehicles. The kits are to be used anytime replacement of the entire...
New Labour Rate in January 2014 - 12/09/2013
... 2012 through November 2013.Dealers may view their warranty labour rate in GWM under the "View Service Agent Profile" link and select the "Labour Rates" option. ...
How Many Customer Signatures are Necessary? - 11/18/2013
... being performed. If a customer is not available to sign the job card after it is written up, the service manager must sign and document the circumstances surrounding why the customer could not sign. In some dealerships customers are being asked...
... Guide, available within the Overview and Process tab. The guide contains a list of the covered services under the Standard C/B/G Certified Pre-Owned 2/30,000 Maintenance Plan. Forum Tip from Jodi...
Option C Labor Rate Increase - 01/19/2012
... 2010, through November 2011, Dealers may view their warranty labour rate in GWM under the "View Service Agent Profile" link and select the "Labour Rates" option. ...
Documenting Customer Concerns Correctly - 02/07/2012
... 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 on the job card for the technician to understand...
January 2013 Recall Update - 01/24/2013
... Engine May Not Start, MIL or SES Lamp: The recall has been revised to include an update to the service procedure. The procedure now includes the installation of the Recall Identification Label and the completion of a "Proof of Correction" certificate...
December 2012 Recall Update - 12/18/2012
... Chain Wear-Revised: The Special Coverage has been updated to include additional vehicles and a service procedure revision. The bulletin addresses a premature wear issue with the timing chain in certain 2009 Buick Enclave; 2007-2009 Cadillac CTS, SRX,...
GMPP Sublet Markup - 10/08/2012
... is 25% up to a limit of $100. This policy includes repairs/exchanges performed via the Electronic Service Center. Markup does not apply to shipping and freight charges. GMPP Administration Guide. ...
Empowerment-Request for Goodwill - 11/05/2012
... coverage has been added to the Component 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,...
Repair Completion Date - 11/05/2012
... on the warranty claim transaction in GWM. The repair completion date is the date that the service repair was completed, if it is different than the job card date. All pricing, such as labour, parts, part markup, is based on the repair completion...
Wheel Alignment Guidelines - 07/02/2012
... correct what the customer is experiencing. It's a lengthy bulletin, but should be reviewed by both service advisors and technicians. Many pages of the bulletin have examples of what is normal tire wear and vehicle pull.Tramlining is said to be an industry...
Option Discrepancies - 06/06/2012
... is never filed as a transportation transaction. Policies and Procedures state that when a service agent identifies a vehicle, which has been incorrectly built or invoice options have been omitted by the assembly plant, they must contact their DMA...
August 2012 Recall Update - 08/09/2012
... 11290B - Degraded Connection Between Ignition Coil Spark Plug Boots and Spark Plugs: The recall service procedure has been revised to note that the spark plug kit contains new springs that are to be installed. Additionally, steps 13-15 have also been...
September 2012 Recall Update - 08/30/2012
... 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 operation will not close this recall.Upcoming Safety Recall 12180 -...
Simplifying Accessories - 10/08/2012
... accessories are purchased after a vehicle is built by either the new customer or the service agent, the cost of the accessory and the labour to install it are paid for by the customer or added to the cost of the vehicle by the service agent. These accessories...
Warranty Parts - 08/30/2012
... be turned into the parts department by the technician for tagging, retention, and/or return. The service agent is required to retain the part for a minimum of 15 days after the transaction payment date. Parts requested for return by the WPC must be received...
Liftgate Struts - 08/30/2012
GM engineering has requested that service agents document additional information on the job card when performing a lift gate strut replacement on a 2012 Chevrolet Captiva Sport. The technician is to indicate on the job card which side of the lift gate...
Dexos1 0W20 Price Decrease - 11/18/2013
... reduction on 0W20 dexos1 engine oil in quarts, drums, and bulk. This oil specification is the service oil for most 2014 GMC and Chevrolet pickup trucks. Complete part and price information is available in GlobalConnect within the EPIC application. Current...
Legacy LTG - 09/04/2013
The old Labour Time Guide listing the legacy five digit labour operation codes have been removed from Service Information (SI). All transactions should be processed using the current seven digit labour operation and times contained in the Global Labour...
System Maintenance - 07/30/2013
... in early August for system maintenance. IVH may be accessed through the stand-alone link on the Service Workbench of GlobalConnect. The stand-alone link may be found under the Menu and Inspection Toolkit. SundayMondayTuesdayWednesdayThursdayFridaySaturday8/48/58/68/78/88/9GWM...
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...
4G LTE Connectivity - 07/03/2013
... are to leverage its OnStar unit and 4G LTE mobile broadband hardware to offer more connected services to drivers. GM hopes that the global roll out will help cut down on distracted driving. ...
Reflections for the Year and Years Past - 12/09/2013
... In February of this year we noticed a new piece of information incorporated into IVH, aftermarket service contract information. Service advisors were given a tool to help them identify customers who may have purchased a service contract other than GMPP....
Impala LTD - 12/09/2013
... until 2016; about two years longer than was previously indicated. The Impala Limited has been in service, as the original Impala, since the 2006 model year. The Limited has done very well with fleets as a less expensive, high volume car. ...
Hydraulic Brake Pipe Kits - 01/10/2014
... providing dealers with information on pre-formed and pre-flared hydraulic brake pipe kits. This service strategy assists dealers with the replacement of hydraulic brake pipes for certain vehicles. The kits are to be used anytime replacement of the entire...
New Labour Rate in January 2014 - 12/09/2013
... 2012 through November 2013.Dealers may view their warranty labour rate in GWM under the "View Service Agent Profile" link and select the "Labour Rates" option. ...
How Many Customer Signatures are Necessary? - 11/18/2013
... being performed. If a customer is not available to sign the job card after it is written up, the service manager must sign and document the circumstances surrounding why the customer could not sign. In some dealerships customers are being asked...
New Repair Groups - 02/26/2013
... & security70 Seats74 Steering80 Suspension84 Transmission90 Field actions and unique service bulletin labor codes96 Accessories ...
Visit jlwarranty at the NADA Convention - 01/24/2013
Visit the GM Dealer Equipment & Services area of the General Motors exhibit. We will be available to dealers for consultation and to answer warranty questions.
Option C Labour Rate Increase - 01/24/2013
... 2011, through November 2012.Dealers may view their warranty labour rate in GWM under the "View Service Agent Profile" link and select the "Labour Rates" option. ...
GM Dealer Replacement Parts Warranty Quick Reference Chart - 01/24/2013
... Chart has been revised. The new chart may be found in the GlobalConnect Library tab in the Service category. Click on the Warranty link to open the results for that section. The new reference chart is titled GM Dealer Replacement Parts Warranties for...
New Accessory Programs - 04/12/2013
Two new accessory programs have been recently released that affects both sales and service. Although at first glance the programs may appear to be tailored more toward the sales department than service. The promotions reward eligible retail participants...
Non-GM Calibrations - 05/14/2013
... parts and before disassembly, repair or replacement of an engine assembly under warranty. For service agents required to call PQC for Powertrain/Drivetrain assembly replacement authorization, the Calibration Verification Procedure must be performed by...
Global Labour Code Format - 05/14/2013
Service Agents began submitting all transactions using the new Global Labour Code format on May 7, 2013. The new labour code format must be used regardless of the job card date, except for select instances (see the Global Labour Code Exceptions article ...
Check Engine Light - 05/14/2013
A service engine soon light condition on the 2013 Buick Verano equipped with a 2.0L engine is addressed in PI0931. DTC's P0171, P1101, and/or P0101 set in the system. The condition may be caused by loose clamps on the air cleaner duct. Techs are advised...
Cores - 04/12/2013
... Cylinder head part numbers 12640010 and 12621773 continue to carry a core charge of $75.00. Advise service technicians of the cylinder head core requirement, as well as parts counter people, in conjunction with the sale of an over the counter cylinder...
June 2013 Recall Update - 06/19/2013
... 11290C: Degraded Connection Between Ignition Coil Spark Plug Boots and Spark Plugs-Revised: The service procedure section of the bulletin has been revised to include instructions on how to remove the coil boot with compressed air. The recall applies...
Updates to the Dealer Empowerment Portal - 08/23/2016
... used in situations where pre-approval is not required or it is determined to be in violation of GM Service Policy and Procedures. Rejected pre-approval requests will not be able to be resubmitted in the portal for further consideration. Goodwill...
Warranty Coverage for Customer Purchased Parts & Accessories - 07/28/2016
GM Service Replacement parts are warrantied for 12 months, unlimited mileage. Labor is covered with this warranty if the part was purchased and installed at a GM dealership. If a part is sold over-the-counter, the warranty is on the part only. Labor is...
Test Drive Offer - 07/28/2016
... the dealership up to $35 for the complimentary oil change. Dealers submit a transaction for the service using labor operation 0600851, miscellaneous net item amount $35, transaction type ZSSP, and complaint code 0090. The offer is redeemable at participating...
Assembly Replacement Reminder - 07/28/2016
All service agents, regardless of their PQC status, are required to complete the Cost Comparison Worksheet prior to transmission/transfer case/engine assembly replacements, prior to vehicle repair. The worksheet must be completed in its entirety, including...
Straight Time - 05/23/2016
... Refer to the paint section of the LTG for paint labor time. Straight time repairs are to include service management signature/initials, date, time and explanation. Management should review technician time documentation prior to submission. ...
July 2016 Recall Update - 06/27/2016
... 2012 model year vehicles. The recall has also been updated to add a note at the beginning of the Service Information section, include the 2016 model year GMC Sierra HD, and an increase in population. The recall affects certain 2010-2016 Chevrolet Express,...
Add-On Authorization - 06/27/2016
Service management must document the date, time, signature/initials, and explain in detail what was inspected and why the additional repair is needed on the job card prior to work being performed. The technician must have individual and specific on/off ...
OLH Authorization - 06/27/2016
Service management approval, in the form of an explanation, date, time and signature/initials, is required for the technician to proceed with repairs. Approval must be obtained prior to the work being performed. The technician must record the reason for ...
Suspected Tampering - 10/26/2016
... time associated with the use of labor operation 0600014 must be documented and authorized by service management. ...
Authorization to Perform Repairs - 10/26/2016
... while the customer is present. Any changes regarding who is responsible for the charges require service management authorization prior to repairs being completed." The updated policy statement reflects the timing of the authorization. Previously, the...
Tire Prorating & Admin Allowance - 10/26/2016
... to the New Vehicle Tire Warranty Program Bulletin, 00-03-10-003, and also to Article 2.10.1 in the Service Policies and Procedures Manual. The original table for 2011-2016 GM vehicles remains the same. The two new tables address 2017 to current...
Transmission Flush Codes - 11/29/2016
... copy of the job card the seven (or eight) alpha/numeric code from the Transmission Cooling System Service Tool. The code can never be duplicated. ...
Low Cab Forward (LCF) Trucks - 11/29/2016
... from the new 2016-2017 Low Cab Forward trucks (LCF) must be retained. All dealership parts and service personnel should be aware that warranty parts for these vehicles must be retained, tagged, and stored, with return procedures in place. ...
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...
WPC Parts Return Program - 10/26/2016
... essential process that leads to better vehicle 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...
... & security70 Seats74 Steering80 Suspension84 Transmission90 Field actions and unique service bulletin labor codes96 Accessories ...
Visit jlwarranty at the NADA Convention - 01/24/2013
Visit the GM Dealer Equipment & Services area of the General Motors exhibit. We will be available to dealers for consultation and to answer warranty questions.
Option C Labour Rate Increase - 01/24/2013
... 2011, through November 2012.Dealers may view their warranty labour rate in GWM under the "View Service Agent Profile" link and select the "Labour Rates" option. ...
GM Dealer Replacement Parts Warranty Quick Reference Chart - 01/24/2013
... Chart has been revised. The new chart may be found in the GlobalConnect Library tab in the Service category. Click on the Warranty link to open the results for that section. The new reference chart is titled GM Dealer Replacement Parts Warranties for...
New Accessory Programs - 04/12/2013
Two new accessory programs have been recently released that affects both sales and service. Although at first glance the programs may appear to be tailored more toward the sales department than service. The promotions reward eligible retail participants...
Non-GM Calibrations - 05/14/2013
... parts and before disassembly, repair or replacement of an engine assembly under warranty. For service agents required to call PQC for Powertrain/Drivetrain assembly replacement authorization, the Calibration Verification Procedure must be performed by...
Global Labour Code Format - 05/14/2013
Service Agents began submitting all transactions using the new Global Labour Code format on May 7, 2013. The new labour code format must be used regardless of the job card date, except for select instances (see the Global Labour Code Exceptions article ...
Check Engine Light - 05/14/2013
A service engine soon light condition on the 2013 Buick Verano equipped with a 2.0L engine is addressed in PI0931. DTC's P0171, P1101, and/or P0101 set in the system. The condition may be caused by loose clamps on the air cleaner duct. Techs are advised...
Cores - 04/12/2013
... Cylinder head part numbers 12640010 and 12621773 continue to carry a core charge of $75.00. Advise service technicians of the cylinder head core requirement, as well as parts counter people, in conjunction with the sale of an over the counter cylinder...
June 2013 Recall Update - 06/19/2013
... 11290C: Degraded Connection Between Ignition Coil Spark Plug Boots and Spark Plugs-Revised: The service procedure section of the bulletin has been revised to include instructions on how to remove the coil boot with compressed air. The recall applies...
Updates to the Dealer Empowerment Portal - 08/23/2016
... used in situations where pre-approval is not required or it is determined to be in violation of GM Service Policy and Procedures. Rejected pre-approval requests will not be able to be resubmitted in the portal for further consideration. Goodwill...
Warranty Coverage for Customer Purchased Parts & Accessories - 07/28/2016
GM Service Replacement parts are warrantied for 12 months, unlimited mileage. Labor is covered with this warranty if the part was purchased and installed at a GM dealership. If a part is sold over-the-counter, the warranty is on the part only. Labor is...
Test Drive Offer - 07/28/2016
... the dealership up to $35 for the complimentary oil change. Dealers submit a transaction for the service using labor operation 0600851, miscellaneous net item amount $35, transaction type ZSSP, and complaint code 0090. The offer is redeemable at participating...
Assembly Replacement Reminder - 07/28/2016
All service agents, regardless of their PQC status, are required to complete the Cost Comparison Worksheet prior to transmission/transfer case/engine assembly replacements, prior to vehicle repair. The worksheet must be completed in its entirety, including...
Straight Time - 05/23/2016
... Refer to the paint section of the LTG for paint labor time. Straight time repairs are to include service management signature/initials, date, time and explanation. Management should review technician time documentation prior to submission. ...
July 2016 Recall Update - 06/27/2016
... 2012 model year vehicles. The recall has also been updated to add a note at the beginning of the Service Information section, include the 2016 model year GMC Sierra HD, and an increase in population. The recall affects certain 2010-2016 Chevrolet Express,...
Add-On Authorization - 06/27/2016
Service management must document the date, time, signature/initials, and explain in detail what was inspected and why the additional repair is needed on the job card prior to work being performed. The technician must have individual and specific on/off ...
OLH Authorization - 06/27/2016
Service management approval, in the form of an explanation, date, time and signature/initials, is required for the technician to proceed with repairs. Approval must be obtained prior to the work being performed. The technician must record the reason for ...
Suspected Tampering - 10/26/2016
... time associated with the use of labor operation 0600014 must be documented and authorized by service management. ...
Authorization to Perform Repairs - 10/26/2016
... while the customer is present. Any changes regarding who is responsible for the charges require service management authorization prior to repairs being completed." The updated policy statement reflects the timing of the authorization. Previously, the...
Tire Prorating & Admin Allowance - 10/26/2016
... to the New Vehicle Tire Warranty Program Bulletin, 00-03-10-003, and also to Article 2.10.1 in the Service Policies and Procedures Manual. The original table for 2011-2016 GM vehicles remains the same. The two new tables address 2017 to current...
Transmission Flush Codes - 11/29/2016
... copy of the job card the seven (or eight) alpha/numeric code from the Transmission Cooling System Service Tool. The code can never be duplicated. ...
Low Cab Forward (LCF) Trucks - 11/29/2016
... from the new 2016-2017 Low Cab Forward trucks (LCF) must be retained. All dealership parts and service personnel should be aware that warranty parts for these vehicles must be retained, tagged, and stored, with return procedures in place. ...
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...
WPC Parts Return Program - 10/26/2016
... essential process that leads to better vehicle 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...
Field Action Information App - 08/23/2016
The Field Action Information App is available within the Service App selection. Launch the app to obtain up to date dealership Field Action reports, as well as view, print, and download Field Action data. Reports available within this app include: Campaign...
16/17 Corvette Maintenance - 04/17/2017
... is performed. Mobil1 oil must be used when servicing all 2014-2017 model year Corvette vehicles serviced under the Complete Care program....
Part Return Process - 04/17/2017
... of 25 is entered in the part quantity field Certain a/c repairs may require the use of a special service tool kit with consumable repair parts. These consumable components are intended to be permanently installed on the vehicle. For example: terminal...
Maintenance Letter - 03/21/2017
... customer is required to surrender the Maintenance Letter upon redemption at the dealership when services are performed....
CPO Warranty Coverage - 03/21/2017
... Manuals and scroll down until you see the guide. This guide should be downloaded and saved on your service advisors desktops for easy access in checking to see if a labor operation is covered. Your advisors can simply enter Ctrl/F, type in the labor...
New Cadillac CPO Limited Warranty - 02/17/2017
... manufacturers. The transferable warranty covers the vehicle for 6 years from the original in-service date or 100,000 total vehicle miles, whichever comes first. There is a $50 deductible per service visit when the CPO warranty is in effect. This new...
Time Recording Basics - 03/21/2017
... a repair is originally written as customer pay on the job card but turns into a warranty repair, service management must sign, date, record the time, and explain why the repair turned from customer pay to warranty. It is not a requirement that...
More on Add On Repairs - 03/21/2017
... concern should be written in a way that describes how the concern was discovered and service management must sign, date, and time their approval before the technician begins working on the vehicle....
Debits - 06/19/2017
... for the part warranty transaction. The Courtesy Transportation Article (1.4) within the Service Policies and Procedures Manual and the Program Coverage and Eligibility section of Bulletin 07-00-89-037 support the use of courtesy transportation...
WPC Part Returns - 01/23/2017
The service agent must highlight the transaction number and place the folded documentation in the plastic packing bag with the highlighted transaction number facing outward. The bag containing required documentation must be securely attached to the a...
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 ...
Empowerment Part I - 02/17/2017
Empowerment - Over the years GM has issued several communications regarding service agent empowerment. The terminology associated with the empowerment program, such as Goodwill, Policy, Customer Enthusiasm, and Warranty, have evolved over the years. The...
IVH - Vehicle Build - 02/17/2017
... screen is the Added Option Code section. Added option codes are displayed in this section once the service agent submits the appropriate Dealer Installed GM Accessory Installation labor operation....
PQC Contact Requirements - 02/17/2017
... labor operation restrictions are identified in GWM within the Items Not Allowed tab on the Service Agent Detail screen within the Analyze Warranty tab. Scroll to the right to view the Start and Termination Date for any labor operation restrictions.&...
PQC Restrictions - 12/21/2016
... assembly replacement. To view your store’s restricted labor operations, if any, go to the Service Agent Profile in the Analyze Warranty section of GWM and view the “Items Not Allowed” tab. ...
Choosing the Correct Labor Operation for Consequential Damage Repairs - 06/19/2017
... does not have to clock a separate time recording for OLH in consequential damage claims and service management approval for OLH is not required. The transaction does, however, require authorization code E and the authorization comments should explain...
Reject of the Month - - 07/25/2017
... repair. Error 050: Part Number XX is Restricted and Requires GM Authorization Error 051: Service Agent is Not Allowed to Submit Part Product Line 06 Error 072: Total Parts Amount Exceeds the Allowance for Labor Code XX The warranty administrator...
STS Training - 07/25/2017
Dealerships that did not meet Service Training Standard thresholds at the end of the second quarter were placed on restriction for the use of authorization code E (Other Labor Hours) and authorization code R (Repeat Repair/Pyramiding), effective with...
Cause of Failure - 08/22/2017
... comment fields of the GWM claim by the Warranty Administrator or responsible service management personnel. Cause of failure is a longstanding requirement, yet it is missing on many warranty claims. In some situations, the reason is that the technician...
Vibration Diagnosis - 08/21/2017
... with a printout showing the out of spec assembly that must be attached to the job card. Technical Service Bulletin 17-NA-170 includes specific information on the Hunter Balancer as well as the Vibration Diagnostic Worksheet and Road Force Measuremen...
Warranty Parts Return - Correction - 08/22/2017
... however this may not be the case. Until we receive further clarification, our advice is to follow Service Policies & Procedures Article 3.2.7 and continue to acknowledge receipt. We will provide further detail as it is received....
SAASR Page One - Summary - 07/25/2017
... including Total Expense (Adjusted), Excess to Geographic Group and CPVS; Authorization Levels; Service Agent Self Review Information including Comparative Analytics; Warranty Excess to Geographic Group graph, CPVS graph, and Comparative Analytics gr...
Courtesy Transportation - 08/22/2017
... x is not allowed with transaction type ZPTI. The Courtesy Transportation Article (1.4) within the Service Policies and Procedures Manual and the Program Coverage and Eligibility section of Bulletin 07-00-89-037 support the use of courtesy transportation...
SAASR Page Two - Expense Analysis - 08/21/2017
... expense to expect from an individual dealer based on their volume and the types of vehicles serviced. Dealers that exceed the expected expenses may potentially have warranty management issues....
OnStar - 09/27/2017
... 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 and Wi-Fi hotspot provided people with the ability...
The Field Action Information App is available within the Service App selection. Launch the app to obtain up to date dealership Field Action reports, as well as view, print, and download Field Action data. Reports available within this app include: Campaign...
16/17 Corvette Maintenance - 04/17/2017
... is performed. Mobil1 oil must be used when servicing all 2014-2017 model year Corvette vehicles serviced under the Complete Care program....
Part Return Process - 04/17/2017
... of 25 is entered in the part quantity field Certain a/c repairs may require the use of a special service tool kit with consumable repair parts. These consumable components are intended to be permanently installed on the vehicle. For example: terminal...
Maintenance Letter - 03/21/2017
... customer is required to surrender the Maintenance Letter upon redemption at the dealership when services are performed....
CPO Warranty Coverage - 03/21/2017
... Manuals and scroll down until you see the guide. This guide should be downloaded and saved on your service advisors desktops for easy access in checking to see if a labor operation is covered. Your advisors can simply enter Ctrl/F, type in the labor...
New Cadillac CPO Limited Warranty - 02/17/2017
... manufacturers. The transferable warranty covers the vehicle for 6 years from the original in-service date or 100,000 total vehicle miles, whichever comes first. There is a $50 deductible per service visit when the CPO warranty is in effect. This new...
Time Recording Basics - 03/21/2017
... a repair is originally written as customer pay on the job card but turns into a warranty repair, service management must sign, date, record the time, and explain why the repair turned from customer pay to warranty. It is not a requirement that...
More on Add On Repairs - 03/21/2017
... concern should be written in a way that describes how the concern was discovered and service management must sign, date, and time their approval before the technician begins working on the vehicle....
Debits - 06/19/2017
... for the part warranty transaction. The Courtesy Transportation Article (1.4) within the Service Policies and Procedures Manual and the Program Coverage and Eligibility section of Bulletin 07-00-89-037 support the use of courtesy transportation...
WPC Part Returns - 01/23/2017
The service agent must highlight the transaction number and place the folded documentation in the plastic packing bag with the highlighted transaction number facing outward. The bag containing required documentation must be securely attached to the a...
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 ...
Empowerment Part I - 02/17/2017
Empowerment - Over the years GM has issued several communications regarding service agent empowerment. The terminology associated with the empowerment program, such as Goodwill, Policy, Customer Enthusiasm, and Warranty, have evolved over the years. The...
IVH - Vehicle Build - 02/17/2017
... screen is the Added Option Code section. Added option codes are displayed in this section once the service agent submits the appropriate Dealer Installed GM Accessory Installation labor operation....
PQC Contact Requirements - 02/17/2017
... labor operation restrictions are identified in GWM within the Items Not Allowed tab on the Service Agent Detail screen within the Analyze Warranty tab. Scroll to the right to view the Start and Termination Date for any labor operation restrictions.&...
PQC Restrictions - 12/21/2016
... assembly replacement. To view your store’s restricted labor operations, if any, go to the Service Agent Profile in the Analyze Warranty section of GWM and view the “Items Not Allowed” tab. ...
Choosing the Correct Labor Operation for Consequential Damage Repairs - 06/19/2017
... does not have to clock a separate time recording for OLH in consequential damage claims and service management approval for OLH is not required. The transaction does, however, require authorization code E and the authorization comments should explain...
Reject of the Month - - 07/25/2017
... repair. Error 050: Part Number XX is Restricted and Requires GM Authorization Error 051: Service Agent is Not Allowed to Submit Part Product Line 06 Error 072: Total Parts Amount Exceeds the Allowance for Labor Code XX The warranty administrator...
STS Training - 07/25/2017
Dealerships that did not meet Service Training Standard thresholds at the end of the second quarter were placed on restriction for the use of authorization code E (Other Labor Hours) and authorization code R (Repeat Repair/Pyramiding), effective with...
Cause of Failure - 08/22/2017
... comment fields of the GWM claim by the Warranty Administrator or responsible service management personnel. Cause of failure is a longstanding requirement, yet it is missing on many warranty claims. In some situations, the reason is that the technician...
Vibration Diagnosis - 08/21/2017
... with a printout showing the out of spec assembly that must be attached to the job card. Technical Service Bulletin 17-NA-170 includes specific information on the Hunter Balancer as well as the Vibration Diagnostic Worksheet and Road Force Measuremen...
Warranty Parts Return - Correction - 08/22/2017
... however this may not be the case. Until we receive further clarification, our advice is to follow Service Policies & Procedures Article 3.2.7 and continue to acknowledge receipt. We will provide further detail as it is received....
SAASR Page One - Summary - 07/25/2017
... including Total Expense (Adjusted), Excess to Geographic Group and CPVS; Authorization Levels; Service Agent Self Review Information including Comparative Analytics; Warranty Excess to Geographic Group graph, CPVS graph, and Comparative Analytics gr...
Courtesy Transportation - 08/22/2017
... x is not allowed with transaction type ZPTI. The Courtesy Transportation Article (1.4) within the Service Policies and Procedures Manual and the Program Coverage and Eligibility section of Bulletin 07-00-89-037 support the use of courtesy transportation...
SAASR Page Two - Expense Analysis - 08/21/2017
... expense to expect from an individual dealer based on their volume and the types of vehicles serviced. Dealers that exceed the expected expenses may potentially have warranty management issues....
OnStar - 09/27/2017
... 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 and Wi-Fi hotspot provided people with the ability...
Attachments - 09/27/2017
Service agents have the ability to add attachments to transactions prior to submission. Attachments may include Programming Results, time documentation, pictures, or any other electronic document. To do so, select the Add Attachment button just prior ...
Reject of the Month - Rust Through Perforation Repairs - 01/22/2018
... must be replaced rather than repaired. The warranty administrator reviewed the repair with the service manager and technician and was unable to identify the need for replacement rather than repair. The WSC provided the following reference information...
Administrative Allowance - 10/23/2017
Certain components and/or services are eligible for an administrative allowance. The manner in which these allowances are submitted was updated in October, 2016. Prior to October 2016, administrative allowances were claimed in the labor time format (e.g....
New Vehicle Damage - Delivery Receipt: - 03/26/2018
Both the service agent inspector and carrier driver are required to sign and date the EPOD/Delivery Receipt if the vehicle is delivered during regular inspection hours. A valid damage code must be applied when damage is found on the vehicle. Comments...
Straight Time - 05/22/2018
... Labor Time field. ST typically involves new models where a time study has not yet been completed. Service management must authorize ST prior to the first transaction submission. Management is also responsible for reasonableness of the time requested...
What Drives The Reject Percentage At Your Dealership? - 08/21/2018
... or the OTC parts invoice must be attached Repeat Repairs: attach a copy of the job card showing service management authorization OLH greater than 0.5 hrs for dealers with standard empowerment (level 6): OLH requests greater than 0.5 hrs require...
Customer Concern Not Duplicated - 06/25/2018
... being, they could not find anything defective. If the operations are used, they require full service management approval with signature, date, time, and explanation, prior to transaction submission. The use of these labor operations have requirements: CCND...
High Voltage Battery - 06/25/2018
Lithium Ion batteries must be obtained through the Battery Service Center for all warranty and policy repairs, or through TAC if the component is on restriction. TAC or the BSC must be notified at the time of order if the repair is covered under warranty...
July 2018 Recall Update - 06/25/2018
... The revised bulletin adds the requirement for a SPS warranty claim code and to add notes to the service procedure. Safety Recall 17276-01 Loss of Steering Assist: The labor code for module programming not required has been removed from the Warranty...
Wiring Repairs - 12/21/2017
... document ID, grid location from the routing view document, and/or connector end view document ID. Service Information within GlobalConnect contains several helpful tools for use in conjunction with a wiring repair. Document ID 4413669 contains...
Reference Number - 12/21/2017
... repair labor operations based on the correction performed and the IVH Reference Number. The Service Procedure section states that the vehicle manufacture date must be checked to determine what repairs are required for the particular vehicle based on...
Option A or Option C? - 01/22/2018
... C) or the Retail Labor Rate (Option A), go to the Analyze Warranty tab in GWM. Click “View Service Agent Profile” and then select the Labor Rates tab. Scroll to the bottom portion of the page to the Labor Rate Plans. The plan is listed with...
Self-Driving - 01/22/2018
... Bolt EV platform. GM is gearing up to meet its deadline for deploying a driverless ride-hailing service next year in a currently undisclosed city. If NHTSA approves the petition, GM could build up to 2,500 of the vehicles per year....
2018 PQC Contact Requirements - 01/22/2018
... to engine and/or transmission assembly replacements. To view current restrictions, access the Service Agent Profile page within the Analyze Warranty tab in GWM. Restricted powertrain labor operations will be listed under the Items Not Allowed tab. 2018...
Choosing the Correct Labor Operation for Consequential Damage Repairs - 03/26/2018
... of repair overlap. The OLH does not require a separate time recording in this situation, nor does service management have to authorize the OLH. The transaction does, however, require authorization code E and the authorization comments should explain...
Non-GM Engine Calibrations - 03/26/2018
... 0600014, Suspected Tampering or Vehicle Modifications, must be routed to the WSC for review. Service management must be involved in situations that justify the use of the labor operation....
EL-50313 Update - 02/20/2018
... software is available through GlobalConnect by clicking on Essential Tools-Software Updates on the Service page. ...
3.6L Colorado/Canyon ‘18MY - 02/20/2018
... not retained, positioned properly, or appropriately seated after the performance of an oil change service. Ensure technicians are aware that the oil filter insert must be retained in its proper position and appropriately seated in the oil filter ada...
Mail Out Review Trends: Add On Repairs - 07/30/2020
... cards include add on repairs. This continues to be an area of non-compliance for many dealerships. Service management authorization (signature/initials, date, time, and explanation) must be present on the hard copy, as well as the date and time the customer...
Wiring Systems and Power Management: - 06/23/2020
The Service Manual/Bulletins Publication in SI has two helpful wiring related resources within the Power and Signal Distribution Category, Electrical Component Locator and Inline Harness Routing Views and Electrical Component and Inline Harness Connector...
Correct OnTrac Rental Reasons - 07/30/2020
... 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 pay services. Test drives Miscellaneous Ensure that your staff is...
The Basics - 06/23/2020
... clearly support the repair, including the percent of oil life remaining for a brand maintenance service, and any necessary authorizations are complete (signature/initials, date, time, and explanation). ...
Open Recalls - 05/28/2020
... the open recalls now provides the dealership with incoming warranty dollars, work for the service techs, and beats the last minute, “oh no, this recall must be performed before we can deliver the newly sold vehicle!”...
Parts Warranty - 10/27/2020
... parts that have a warranty less than 24 months. This chart should be printed and given to every service advisor so that they completely understand the warranty coverage of the part they are installing on their customer’s vehicle to be able to convey...
Reject of the Month - October 2020 - 09/22/2020
... verified that the concern was no longer present. A copy of IVH was attached to the job card by the service advisor at write up which showed that the VIN had a salvage title. IVH also displayed the transaction types that are blocked because of...
Service agents have the ability to add attachments to transactions prior to submission. Attachments may include Programming Results, time documentation, pictures, or any other electronic document. To do so, select the Add Attachment button just prior ...
Reject of the Month - Rust Through Perforation Repairs - 01/22/2018
... must be replaced rather than repaired. The warranty administrator reviewed the repair with the service manager and technician and was unable to identify the need for replacement rather than repair. The WSC provided the following reference information...
Administrative Allowance - 10/23/2017
Certain components and/or services are eligible for an administrative allowance. The manner in which these allowances are submitted was updated in October, 2016. Prior to October 2016, administrative allowances were claimed in the labor time format (e.g....
New Vehicle Damage - Delivery Receipt: - 03/26/2018
Both the service agent inspector and carrier driver are required to sign and date the EPOD/Delivery Receipt if the vehicle is delivered during regular inspection hours. A valid damage code must be applied when damage is found on the vehicle. Comments...
Straight Time - 05/22/2018
... Labor Time field. ST typically involves new models where a time study has not yet been completed. Service management must authorize ST prior to the first transaction submission. Management is also responsible for reasonableness of the time requested...
What Drives The Reject Percentage At Your Dealership? - 08/21/2018
... or the OTC parts invoice must be attached Repeat Repairs: attach a copy of the job card showing service management authorization OLH greater than 0.5 hrs for dealers with standard empowerment (level 6): OLH requests greater than 0.5 hrs require...
Customer Concern Not Duplicated - 06/25/2018
... being, they could not find anything defective. If the operations are used, they require full service management approval with signature, date, time, and explanation, prior to transaction submission. The use of these labor operations have requirements: CCND...
High Voltage Battery - 06/25/2018
Lithium Ion batteries must be obtained through the Battery Service Center for all warranty and policy repairs, or through TAC if the component is on restriction. TAC or the BSC must be notified at the time of order if the repair is covered under warranty...
July 2018 Recall Update - 06/25/2018
... The revised bulletin adds the requirement for a SPS warranty claim code and to add notes to the service procedure. Safety Recall 17276-01 Loss of Steering Assist: The labor code for module programming not required has been removed from the Warranty...
Wiring Repairs - 12/21/2017
... document ID, grid location from the routing view document, and/or connector end view document ID. Service Information within GlobalConnect contains several helpful tools for use in conjunction with a wiring repair. Document ID 4413669 contains...
Reference Number - 12/21/2017
... repair labor operations based on the correction performed and the IVH Reference Number. The Service Procedure section states that the vehicle manufacture date must be checked to determine what repairs are required for the particular vehicle based on...
Option A or Option C? - 01/22/2018
... C) or the Retail Labor Rate (Option A), go to the Analyze Warranty tab in GWM. Click “View Service Agent Profile” and then select the Labor Rates tab. Scroll to the bottom portion of the page to the Labor Rate Plans. The plan is listed with...
Self-Driving - 01/22/2018
... Bolt EV platform. GM is gearing up to meet its deadline for deploying a driverless ride-hailing service next year in a currently undisclosed city. If NHTSA approves the petition, GM could build up to 2,500 of the vehicles per year....
2018 PQC Contact Requirements - 01/22/2018
... to engine and/or transmission assembly replacements. To view current restrictions, access the Service Agent Profile page within the Analyze Warranty tab in GWM. Restricted powertrain labor operations will be listed under the Items Not Allowed tab. 2018...
Choosing the Correct Labor Operation for Consequential Damage Repairs - 03/26/2018
... of repair overlap. The OLH does not require a separate time recording in this situation, nor does service management have to authorize the OLH. The transaction does, however, require authorization code E and the authorization comments should explain...
Non-GM Engine Calibrations - 03/26/2018
... 0600014, Suspected Tampering or Vehicle Modifications, must be routed to the WSC for review. Service management must be involved in situations that justify the use of the labor operation....
EL-50313 Update - 02/20/2018
... software is available through GlobalConnect by clicking on Essential Tools-Software Updates on the Service page. ...
3.6L Colorado/Canyon ‘18MY - 02/20/2018
... not retained, positioned properly, or appropriately seated after the performance of an oil change service. Ensure technicians are aware that the oil filter insert must be retained in its proper position and appropriately seated in the oil filter ada...
Mail Out Review Trends: Add On Repairs - 07/30/2020
... cards include add on repairs. This continues to be an area of non-compliance for many dealerships. Service management authorization (signature/initials, date, time, and explanation) must be present on the hard copy, as well as the date and time the customer...
Wiring Systems and Power Management: - 06/23/2020
The Service Manual/Bulletins Publication in SI has two helpful wiring related resources within the Power and Signal Distribution Category, Electrical Component Locator and Inline Harness Routing Views and Electrical Component and Inline Harness Connector...
Correct OnTrac Rental Reasons - 07/30/2020
... 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 pay services. Test drives Miscellaneous Ensure that your staff is...
The Basics - 06/23/2020
... clearly support the repair, including the percent of oil life remaining for a brand maintenance service, and any necessary authorizations are complete (signature/initials, date, time, and explanation). ...
Open Recalls - 05/28/2020
... the open recalls now provides the dealership with incoming warranty dollars, work for the service techs, and beats the last minute, “oh no, this recall must be performed before we can deliver the newly sold vehicle!”...
Parts Warranty - 10/27/2020
... parts that have a warranty less than 24 months. This chart should be printed and given to every service advisor so that they completely understand the warranty coverage of the part they are installing on their customer’s vehicle to be able to convey...
Reject of the Month - October 2020 - 09/22/2020
... verified that the concern was no longer present. A copy of IVH was attached to the job card by the service advisor at write up which showed that the VIN had a salvage title. IVH also displayed the transaction types that are blocked because of...
Technology - 08/25/2020
... dealerships reach the consumer during the pandemic; technology such as text-messaging, contactless service pickups and drop-offs, and online appointment scheduling. It is predicted that these new trends will result in changes in staffing and process...
CSMT PRA Tool - 08/25/2020
The Certified Service Mobile Toolbox (CSMT) app has been updated and will be uploaded automatically to Apple and Android devices that the user has set to perform automatic updates. The latest version includes enhancements to the Pre-Repair Authorization...
Option C Labor Rate - 12/29/2020
... C labor rate plan received an increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for updating their...
Battery Notes - 11/25/2020
The following battery related notes were compiled from Articles 5.7 – 5.7.1 of the Service Policies and Procedures Manual: Battery recharging, swapping or replacement due to lack of maintenance is not covered by the New Vehicle Limited...
Scheduled Maintenance - 11/25/2020
... from $205 to $245. The increase takes into consideration the additional labor necessary for the service....
DECEMBER 2020 RECALL UPDATE - 11/25/2020
Safety Recall 14457D Rear Toe Link Adjuster Jam Nut Torque: The service procedure section of the bulletin has been updated. The toe links will only be replaced instead of inspected with the revision. Certain 2010-15 Cadillac SRX and 2011-12 Saab 9-4X...
Special Coverage Within Warranty & Beyond Warranty - 11/25/2020
... 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 the special coverage bulletin. The letter also states that diagnosis or...
2021 Cadillac Maintenance - 10/27/2020
All 2021 model year Cadillac models will continue to include the First Maintenance Visit within the first year of ownership. The visit includes tire rotation, LOF, and MPVI. The services can only be performed at Cadillac dealerships.
Reject of the Month - December 2020 - 11/25/2020
... processed with invalid battery test codes and transactions showing that proper battery service procedures were not followed? At that time GM coached and counseled dealers and enabled them to review the transaction data and resubmit those with typographical...
End of Year Schedule Clean Up - 11/25/2020
2021 is just around the corner! To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule (263) should be current (all transactions over 30 days should be fully supported and accounted for), training...
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...
Reject of the Month - 01/03/2020
... punch times on the technician’s time ticket. While authorization is not a requirement, service management is responsible for assuring complete technician documentation and the reasonableness of the time claimed. 3 C’s: The details of...
Assembly Consumer Warranty - 12/02/2019
... customer participates financially in the repair, they receive the longer warranty. Make sure your service advisors are aware of this warranty because it will definitely add value to your customer’s hard-earned spending! These three components also...
Supporting Documentation - 01/03/2020
Service agent records in support of a warranty repair must be retained for a minimum of 24 months from the date of payment. All records must be made available, and provided to GM representatives upon request. Supporting documentation includes competed ...
Reminder: Option C Labor Rate Increased - 01/03/2020
... C labor rate plan received an increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for updating their...
Website Providers - 12/02/2019
GM is adding three new DMS providers to their preferred roster. CDK Global will be joined by Dealer.com, Dealer Inspire, and Dealer On. Each provider has the capacity, experience and expertise to offer the level of service that the dealer requires.
High Voltage Lithium-Ion Battery Section - 10/23/2019
... voltage battery sections are not under restriction and may be ordered directly from the GM Battery Service Center. Lithium-Ion Battery section returns must be sent in the original shipping with a copy of the job card. Return material must be received...
Field Action Vehicle Status Change Form - 10/23/2019
The new CAM-03 form is available in GlobalConnect Service Forms. The form is used to report a change in the status of a vehicle with an open field action or to report extenuating circumstances that are preventing a field action from being completed. The...
STS Training - 10/23/2019
... that the self-authorization codes were reinstated since the dealership’s technical Service Training Standard percentage met the current required threshold. Reinstatement took effect with job cards dated on or after October 7, 2019. Dealers that...
Temporary Policy Revisions - 03/27/2020
... GM was experiencing with part availability that is still in effect. The extension provides service management with the ability to self-authorize up to 7 days of rental. GM pre-approval is required for rentals that extend beyond 7 days. Pre-approval is...
Coronavirus: Share Your Thoughts - 03/27/2020
... Forum on how the Coronavirus has affected your dealership or your 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?...
Emissions Tools - 03/27/2020
Emissions related warranty coverage is confusing for many members of the service team. What’s covered and for how long, specific state coverage, and most importantly, where to find the answers to emissions coverage questions are a few of the questions...
Case Notes - 04/29/2020
Access DCM to view TAC, PQC, or DBC case notes that are associated with a VIN or a Service Request Number. Including this information with the transaction is beneficial when confirming that the technician comments on the job card reflect what was adv...
Recently Revised Bulletins - 04/29/2020
... Warranty, any non-Federal Emissions Warranty, or Part Warranties (ZPTI and ZPTC). Ride sharing services such as Uber/Lyft may be utilized in the event the dealership does not operate a shuttle service. Reimbursement is up to $7.50 each way. Ride sharing...
STS Training - 01/28/2020
... throughout the calendar year. Dealers that do not meet the thresholds will be restricted from Service Agent Self-Authorization of OLH (Authorization E) and Repeat Repairs (Authorization R) for the quarter. Requests for those authorizations will need...
... dealerships reach the consumer during the pandemic; technology such as text-messaging, contactless service pickups and drop-offs, and online appointment scheduling. It is predicted that these new trends will result in changes in staffing and process...
CSMT PRA Tool - 08/25/2020
The Certified Service Mobile Toolbox (CSMT) app has been updated and will be uploaded automatically to Apple and Android devices that the user has set to perform automatic updates. The latest version includes enhancements to the Pre-Repair Authorization...
Option C Labor Rate - 12/29/2020
... C labor rate plan received an increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for updating their...
Battery Notes - 11/25/2020
The following battery related notes were compiled from Articles 5.7 – 5.7.1 of the Service Policies and Procedures Manual: Battery recharging, swapping or replacement due to lack of maintenance is not covered by the New Vehicle Limited...
Scheduled Maintenance - 11/25/2020
... from $205 to $245. The increase takes into consideration the additional labor necessary for the service....
DECEMBER 2020 RECALL UPDATE - 11/25/2020
Safety Recall 14457D Rear Toe Link Adjuster Jam Nut Torque: The service procedure section of the bulletin has been updated. The toe links will only be replaced instead of inspected with the revision. Certain 2010-15 Cadillac SRX and 2011-12 Saab 9-4X...
Special Coverage Within Warranty & Beyond Warranty - 11/25/2020
... 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 the special coverage bulletin. The letter also states that diagnosis or...
2021 Cadillac Maintenance - 10/27/2020
All 2021 model year Cadillac models will continue to include the First Maintenance Visit within the first year of ownership. The visit includes tire rotation, LOF, and MPVI. The services can only be performed at Cadillac dealerships.
Reject of the Month - December 2020 - 11/25/2020
... processed with invalid battery test codes and transactions showing that proper battery service procedures were not followed? At that time GM coached and counseled dealers and enabled them to review the transaction data and resubmit those with typographical...
End of Year Schedule Clean Up - 11/25/2020
2021 is just around the corner! To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule (263) should be current (all transactions over 30 days should be fully supported and accounted for), training...
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...
Reject of the Month - 01/03/2020
... punch times on the technician’s time ticket. While authorization is not a requirement, service management is responsible for assuring complete technician documentation and the reasonableness of the time claimed. 3 C’s: The details of...
Assembly Consumer Warranty - 12/02/2019
... customer participates financially in the repair, they receive the longer warranty. Make sure your service advisors are aware of this warranty because it will definitely add value to your customer’s hard-earned spending! These three components also...
Supporting Documentation - 01/03/2020
Service agent records in support of a warranty repair must be retained for a minimum of 24 months from the date of payment. All records must be made available, and provided to GM representatives upon request. Supporting documentation includes competed ...
Reminder: Option C Labor Rate Increased - 01/03/2020
... C labor rate plan received an increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for updating their...
Website Providers - 12/02/2019
GM is adding three new DMS providers to their preferred roster. CDK Global will be joined by Dealer.com, Dealer Inspire, and Dealer On. Each provider has the capacity, experience and expertise to offer the level of service that the dealer requires.
High Voltage Lithium-Ion Battery Section - 10/23/2019
... voltage battery sections are not under restriction and may be ordered directly from the GM Battery Service Center. Lithium-Ion Battery section returns must be sent in the original shipping with a copy of the job card. Return material must be received...
Field Action Vehicle Status Change Form - 10/23/2019
The new CAM-03 form is available in GlobalConnect Service Forms. The form is used to report a change in the status of a vehicle with an open field action or to report extenuating circumstances that are preventing a field action from being completed. The...
STS Training - 10/23/2019
... that the self-authorization codes were reinstated since the dealership’s technical Service Training Standard percentage met the current required threshold. Reinstatement took effect with job cards dated on or after October 7, 2019. Dealers that...
Temporary Policy Revisions - 03/27/2020
... GM was experiencing with part availability that is still in effect. The extension provides service management with the ability to self-authorize up to 7 days of rental. GM pre-approval is required for rentals that extend beyond 7 days. Pre-approval is...
Coronavirus: Share Your Thoughts - 03/27/2020
... Forum on how the Coronavirus has affected your dealership or your 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?...
Emissions Tools - 03/27/2020
Emissions related warranty coverage is confusing for many members of the service team. What’s covered and for how long, specific state coverage, and most importantly, where to find the answers to emissions coverage questions are a few of the questions...
Case Notes - 04/29/2020
Access DCM to view TAC, PQC, or DBC case notes that are associated with a VIN or a Service Request Number. Including this information with the transaction is beneficial when confirming that the technician comments on the job card reflect what was adv...
Recently Revised Bulletins - 04/29/2020
... Warranty, any non-Federal Emissions Warranty, or Part Warranties (ZPTI and ZPTC). Ride sharing services such as Uber/Lyft may be utilized in the event the dealership does not operate a shuttle service. Reimbursement is up to $7.50 each way. Ride sharing...
STS Training - 01/28/2020
... throughout the calendar year. Dealers that do not meet the thresholds will be restricted from Service Agent Self-Authorization of OLH (Authorization E) and Repeat Repairs (Authorization R) for the quarter. Requests for those authorizations will need...
Warranty Blocks and Branded Titles - 01/28/2020
... types: ZPDI, ZPTI, ZREG, and ZSCT. If a Warranty Block appears in IVH, ONLY the following services may be provided: Special Coverage Repairs - Repairs must be performed as directed if the vehicle has the condition described in the Special Coverage bulletin....
Pre-Write Up Forms - 01/28/2020
... on a pre-write up form requires a physical inspection of the vehicle’s actual mileage by the Service Agent. P&P Article 3.2.2...
Pre-Repair Authorization - 02/21/2019
... GM Authorization prior to replacing the affected component. Dealers utilize the CSMT (Certified Service Mobile Toolbox) app to submit an authorization request prior to component replacement. The app is used to submit details and photos of the condition...
OLH Approval - 01/21/2019
... performed the OLH, when they performed it, and the specific amount of time involved. OLH requires service management authorization on the job card prior to first claim submission. The technician must detail on the job card the unique circumstances that...
High Frequency Labor Operations - 11/29/2018
... represents an excess expense each time they use that labor operation. Page six of the Service Agent Analysis Summary Report displays the dealership’s Top 25 High Frequency Labor Operations. Not all dealers will see 25 labor operations displayed...
Option C Labor Rate - 12/19/2018
... C labor rate plan received an increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for updating their...
GM Authorization and Attachments - 01/21/2019
... to dealers who are Empowerment Level 6, which constitutes the majority of dealerships. When service management approval is required, that approval must always be a signature or initials, the date and time, and a thorough explanation. The date and time...
Dealer Owned Inventory - 10/23/2018
Service management authorization for repairs involving dealer owned inventory must be made on the authorization to perform repair line of the job card. The authorization, including the reason, must take place prior to work being performed and excludes ...
Reject of the Month - Error code 903 - 11/29/2018
The owner of a 2017 Chevrolet Colorado brought their vehicle into the service department in late October for a concern with a shudder/vibration when accelerating over 30 mph. The technician test drove the vehicle and determined that the cause was a TCC...
Re-Opened Recalls - 09/25/2018
... Claim Code (WCC). The WCC is generated when a control module is successfully programmed using TIS Service Programming System. The WCC is recorded on the job card once the successful reprogramming event has completed. The code is entered with the transaction...
Takata Air Bag - 08/20/2018
... dealers to actively follow up with affected vehicle owners and assist them with scheduling a service appointment to have the recall performed as quickly as possible....
Attachment Reminder - 07/23/2018
... job card or part invoice with part warranty transactions; the shop copy of the job card showing service management authorization with repeat and add on repairs; the shop copy of the job card with technician notes and management authorization, and time...
Paid Transaction Audit - 07/23/2018
GM recently audited paid safety and noncompliance recalls that were processed without a Service Programming System Warranty Claim Code or with an incorrect claim code. Because the reprogramming event was unsuccessful, the transactions were reopened in...
Open Recalls - 07/23/2018
... 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. ...
September 2018 Recall Update - 08/20/2018
... Fuel Leak During F/CMVSS Testing: The recall bulletin has been revised to include an update to the Service Procedure section. An additional graphic and instructions to not install a fuel line secondary latch if it is not present has been added. The recall...
CPO Warranty Coverage - 03/26/2019
... (find the app in the GlobalConnect App Center). The list may be downloaded and saved on your service advisors’ desktops for easy access in checking to see if a labor operation is covered. Your advisors can simply enter Ctrl+F, type in the labor...
1 Concern, 2 Labor Operations, & Pyramid Repairs - 03/27/2019
... oil leaks with failures that are not related to one another. This situation does not require service management approval as an add on repair, but depending on the DMS it may be identified as such in GWM. It would be incorrect to submit the transaction...
California Emissions - 03/27/2019
... adopted California regulation. Reference the Emissions Warranty Table (excerpt shown below) in Service Policies and Procedures-Warranty Policy Information Article 1 to determine eligibility by model year and state. The vehicle must be registered in a...
Cadillac Moments Goodwill Tool - 05/29/2019
... maximum for retail use of the labor operation, which may be used to purchase a gift card for a spa service, sporting tickets, show tickets, or sending a customer flowers. The customer must sign the job card confirming receipt of the non-warranty related...
Pre-Repair Authorization - 09/24/2019
Bulletin 18NA306 provides the service team with information on when and how to submit a PRA and detail on how to use the new Certified Service Mobile Toolbox (CSMT) app. The app must be used to process PRA requests. The free app can be downloaded and...
WPC - 08/27/2019
... engines) with NA entered in the National Motor Freight Classification (NMFC) number field. Service agents are required to follow Hazmat shipping policy, if the shipping protocol is not followed, the claim will be debited. ...
Maxis App - 09/24/2019
Have you noticed on your Service Agent Analysis Summary Report that the dealership’s Field Action Completion is low? Go to the Maxis app, found in the App Center, to access the Dealer Report List for Field Action Management. The tools located within...
Warranty Blocks - 09/24/2019
... if a title has been branded as salvage, junk, totaled, etc. If a block appears in IVH the only services that may be provided include: safety, non-compliance and emissions recalls, special coverage adjustments, emission control systems warranty, GM Maintenance...
Parts Processing Center - 08/27/2019
... centers around the country. The RDC’s then ship the parts to dealers for warranty and service work on customer vehicles....
Variable Diagnostic Time - 08/27/2019
... Warranty News, we revisited the concept of variable diagnosis and asked for your input on how your service team handles policy changes/updates. Thanks to those Members that shared their best practices for educating their team on the Forum! For those...
... types: ZPDI, ZPTI, ZREG, and ZSCT. If a Warranty Block appears in IVH, ONLY the following services may be provided: Special Coverage Repairs - Repairs must be performed as directed if the vehicle has the condition described in the Special Coverage bulletin....
Pre-Write Up Forms - 01/28/2020
... on a pre-write up form requires a physical inspection of the vehicle’s actual mileage by the Service Agent. P&P Article 3.2.2...
Pre-Repair Authorization - 02/21/2019
... GM Authorization prior to replacing the affected component. Dealers utilize the CSMT (Certified Service Mobile Toolbox) app to submit an authorization request prior to component replacement. The app is used to submit details and photos of the condition...
OLH Approval - 01/21/2019
... performed the OLH, when they performed it, and the specific amount of time involved. OLH requires service management authorization on the job card prior to first claim submission. The technician must detail on the job card the unique circumstances that...
High Frequency Labor Operations - 11/29/2018
... represents an excess expense each time they use that labor operation. Page six of the Service Agent Analysis Summary Report displays the dealership’s Top 25 High Frequency Labor Operations. Not all dealers will see 25 labor operations displayed...
Option C Labor Rate - 12/19/2018
... C labor rate plan received an increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for updating their...
GM Authorization and Attachments - 01/21/2019
... to dealers who are Empowerment Level 6, which constitutes the majority of dealerships. When service management approval is required, that approval must always be a signature or initials, the date and time, and a thorough explanation. The date and time...
Dealer Owned Inventory - 10/23/2018
Service management authorization for repairs involving dealer owned inventory must be made on the authorization to perform repair line of the job card. The authorization, including the reason, must take place prior to work being performed and excludes ...
Reject of the Month - Error code 903 - 11/29/2018
The owner of a 2017 Chevrolet Colorado brought their vehicle into the service department in late October for a concern with a shudder/vibration when accelerating over 30 mph. The technician test drove the vehicle and determined that the cause was a TCC...
Re-Opened Recalls - 09/25/2018
... Claim Code (WCC). The WCC is generated when a control module is successfully programmed using TIS Service Programming System. The WCC is recorded on the job card once the successful reprogramming event has completed. The code is entered with the transaction...
Takata Air Bag - 08/20/2018
... dealers to actively follow up with affected vehicle owners and assist them with scheduling a service appointment to have the recall performed as quickly as possible....
Attachment Reminder - 07/23/2018
... job card or part invoice with part warranty transactions; the shop copy of the job card showing service management authorization with repeat and add on repairs; the shop copy of the job card with technician notes and management authorization, and time...
Paid Transaction Audit - 07/23/2018
GM recently audited paid safety and noncompliance recalls that were processed without a Service Programming System Warranty Claim Code or with an incorrect claim code. Because the reprogramming event was unsuccessful, the transactions were reopened in...
Open Recalls - 07/23/2018
... 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. ...
September 2018 Recall Update - 08/20/2018
... Fuel Leak During F/CMVSS Testing: The recall bulletin has been revised to include an update to the Service Procedure section. An additional graphic and instructions to not install a fuel line secondary latch if it is not present has been added. The recall...
CPO Warranty Coverage - 03/26/2019
... (find the app in the GlobalConnect App Center). The list may be downloaded and saved on your service advisors’ desktops for easy access in checking to see if a labor operation is covered. Your advisors can simply enter Ctrl+F, type in the labor...
1 Concern, 2 Labor Operations, & Pyramid Repairs - 03/27/2019
... oil leaks with failures that are not related to one another. This situation does not require service management approval as an add on repair, but depending on the DMS it may be identified as such in GWM. It would be incorrect to submit the transaction...
California Emissions - 03/27/2019
... adopted California regulation. Reference the Emissions Warranty Table (excerpt shown below) in Service Policies and Procedures-Warranty Policy Information Article 1 to determine eligibility by model year and state. The vehicle must be registered in a...
Cadillac Moments Goodwill Tool - 05/29/2019
... maximum for retail use of the labor operation, which may be used to purchase a gift card for a spa service, sporting tickets, show tickets, or sending a customer flowers. The customer must sign the job card confirming receipt of the non-warranty related...
Pre-Repair Authorization - 09/24/2019
Bulletin 18NA306 provides the service team with information on when and how to submit a PRA and detail on how to use the new Certified Service Mobile Toolbox (CSMT) app. The app must be used to process PRA requests. The free app can be downloaded and...
WPC - 08/27/2019
... engines) with NA entered in the National Motor Freight Classification (NMFC) number field. Service agents are required to follow Hazmat shipping policy, if the shipping protocol is not followed, the claim will be debited. ...
Maxis App - 09/24/2019
Have you noticed on your Service Agent Analysis Summary Report that the dealership’s Field Action Completion is low? Go to the Maxis app, found in the App Center, to access the Dealer Report List for Field Action Management. The tools located within...
Warranty Blocks - 09/24/2019
... if a title has been branded as salvage, junk, totaled, etc. If a block appears in IVH the only services that may be provided include: safety, non-compliance and emissions recalls, special coverage adjustments, emission control systems warranty, GM Maintenance...
Parts Processing Center - 08/27/2019
... centers around the country. The RDC’s then ship the parts to dealers for warranty and service work on customer vehicles....
Variable Diagnostic Time - 08/27/2019
... Warranty News, we revisited the concept of variable diagnosis and asked for your input on how your service team handles policy changes/updates. Thanks to those Members that shared their best practices for educating their team on the Forum! For those...
Labor Time Update - 07/30/2019
The LTG was updated to reflect new service procedures on certain vehicles equipped with engine RPO code LML, LE2, or LFV. The labor time was reduced for several repairs as the need to remove the engine has been eliminated, and also in many cases the need...
Continental Tire Recall - 10/26/2023
... sold into the US market. Global Message GCUS-9-15231 contains a copy of the Continental Product Service Information Bulletin, PSIB 09-23, that relates to the recall. The document provides detail on how to identify a recall tire, how to replace the tire,...
Keyless Entry - 10/25/2023
... replacements for defects related to materials or workmanship are covered during the NVLW period. Service Policies & Procedures Article 1.1 and SI Warranty and Owner Assistance Information...
Warranty Resource Center - 09/26/2023
... This tile contains several helpful documents under the two documents, Job Card Review Tools and Service Agent Analysis Summary Report Information. Check out the “SASR Transaction Report” tool designed to help dealers pinpoint transactions...
Full Tank Automotive Camp - 05/23/2023
... the automotive industry, including design, development, manufacturing, sales, marketing, service, and aftermarket. The camp will include field trips, business tours, and a baseball game. ...
Robotaxis - 05/23/2023
... with no safety driver in the car. Cruise currently operates commercial driverless robotaxi service in Austin, TX as well as San Francisco, CA....
Cadillac First Maintenance - 06/27/2023
... with diesel engines. The first maintenance visit must be performed by a Cadillac Certified Service dealership. ...
EV Care Videos - 06/27/2023
... importance of tires to an EV. The videos are available to watch or share on the Chevy Certified Service EV page. ...
Single Use Parts - 06/27/2023
... Manifold Gasket [8x] Wiring Harness Connector Seal The single use parts are at the top of the service manual, making it easier for the technician to see them. Failure to replace single use parts as part of the overall repair could result in a chargeback...
Reject of the Month - July 2023 - 06/27/2023
... vehicle with an open recall for the park assist retrofit has been presented at the dealership for service it is imperative that the bulletin is reviewed in its entirety, including identifying the options associated with the specific vehicle. The recall...
Job Card Closeout - 04/25/2023
... open and close dates entered in GWM must be substantiated by job card documentation. Reference Service P&P Article 6.2.1...
Supporting Documentation - 05/23/2023
... customer signature document, accounts payable records including sublet and towing etc. Refer to Service Policies & Procedures Article 6.5 for the comprehensive list. ...
Reject of the Month - June 2023 - 05/23/2023
A service technician performed a transmission replacement on a 2018 Chevrolet Malibu hybrid to address an issue with the vehicle quitting, then re-starting and stalling. The technician found an internal transmission failure with multiple DTC’s set...
Parts Expedite - 12/26/2023
Dealer owned vehicles, and parts and accessories replaced under part warranty (ZPTI/ZPTC), are not eligible for parts expediting. Service Policies & Procedures Article 5.14.
Reject of the Month - January 2024 - 12/26/2023
Error 872: Dongle vehicle data is required for this transaction and not received Error 021: Service Agent exceeded the allowed amount for ZPTI transaction type The owner of a 2015 GMC Sierra brought their vehicle to the service department for review of...
Job Card Reprint - 01/29/2024
In the rare case of a lost or damaged original job card (e.g. destroyed in a jammed printer, dropped in a puddle of oil), the reprint must be signed and authorized by the Service Manager. Policies & Procedures Article 6.2.1
Cross Line & Field Actions - 01/29/2024
Service agents may perform field action repairs for any new or discontinued vehicle regardless of franchise if they have the necessary tools, training and parts. Electric vehicles are excluded; cross line warranty work is not permitted. Policies & ...
Warranty Block - 01/29/2024
If a Warranty Block appears in the Warranty Block section of IVH only the following services may be provided: Safety, Non-Compliance, Emissions Recalls, Special Coverage Adjustment Programs, Emission Control Systems Warranty, GM Maintenance Programs and...
Incompatible Parts Rejects - 10/25/2023
... the original customer concern, it is not considered an add on repair so it does not require service management approval. If you receive a reject for an incompatible part and there is only one part billed out on the job card, there may be a more appropriate...
Car Bravo - 11/29/2023
... (CarBravo provides benefits, support, and service throughout the customer’s ownership lifetime). CarBravo offers two tiers: CarBravo: vehicle age must be less than or equal to 10 model years old and the vehicle must have less than or equal to...
Medium Duty - 11/29/2023
2016 and newer Medium Duty trucks can only receive warranty service at authorized Medium Duty dealers. Cross-line warranty does not apply to these trucks. If roadside assistance is arranged to tow a Medium Duty truck to a non-Medium Duty dealer in error,...
Chevrolet Blazer EV - 02/26/2024
... 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. ...
March 2024 Recall Update - 02/26/2024
... Front Air Bag Inflator May Rupture: The recall bulletin has been updated to include a revised service procedure. An additional serial number has been added. The recall affects certain 2011-2012 Silverado 1500, Suburban, Tahoe, GMC Sierra 1500, Yukon,...
Other Labor Hours - 02/26/2024
... comments, such as metal throughout, are not acceptable. And, finally OLH must be approved by service management. The approval must include a detailed explanation for OLH along with the date, time, and signature/initials. This approval is required...
Forum - 02/06/2024
I use dealertrack. There are only a few things I have to manually submit, like transport and service event claims. I'm not a fan of it, because I got spoiled to reynolds, but have figured out some tricks ;)
The LTG was updated to reflect new service procedures on certain vehicles equipped with engine RPO code LML, LE2, or LFV. The labor time was reduced for several repairs as the need to remove the engine has been eliminated, and also in many cases the need...
Continental Tire Recall - 10/26/2023
... sold into the US market. Global Message GCUS-9-15231 contains a copy of the Continental Product Service Information Bulletin, PSIB 09-23, that relates to the recall. The document provides detail on how to identify a recall tire, how to replace the tire,...
Keyless Entry - 10/25/2023
... replacements for defects related to materials or workmanship are covered during the NVLW period. Service Policies & Procedures Article 1.1 and SI Warranty and Owner Assistance Information...
Warranty Resource Center - 09/26/2023
... This tile contains several helpful documents under the two documents, Job Card Review Tools and Service Agent Analysis Summary Report Information. Check out the “SASR Transaction Report” tool designed to help dealers pinpoint transactions...
Full Tank Automotive Camp - 05/23/2023
... the automotive industry, including design, development, manufacturing, sales, marketing, service, and aftermarket. The camp will include field trips, business tours, and a baseball game. ...
Robotaxis - 05/23/2023
... with no safety driver in the car. Cruise currently operates commercial driverless robotaxi service in Austin, TX as well as San Francisco, CA....
Cadillac First Maintenance - 06/27/2023
... with diesel engines. The first maintenance visit must be performed by a Cadillac Certified Service dealership. ...
EV Care Videos - 06/27/2023
... importance of tires to an EV. The videos are available to watch or share on the Chevy Certified Service EV page. ...
Single Use Parts - 06/27/2023
... Manifold Gasket [8x] Wiring Harness Connector Seal The single use parts are at the top of the service manual, making it easier for the technician to see them. Failure to replace single use parts as part of the overall repair could result in a chargeback...
Reject of the Month - July 2023 - 06/27/2023
... vehicle with an open recall for the park assist retrofit has been presented at the dealership for service it is imperative that the bulletin is reviewed in its entirety, including identifying the options associated with the specific vehicle. The recall...
Job Card Closeout - 04/25/2023
... open and close dates entered in GWM must be substantiated by job card documentation. Reference Service P&P Article 6.2.1...
Supporting Documentation - 05/23/2023
... customer signature document, accounts payable records including sublet and towing etc. Refer to Service Policies & Procedures Article 6.5 for the comprehensive list. ...
Reject of the Month - June 2023 - 05/23/2023
A service technician performed a transmission replacement on a 2018 Chevrolet Malibu hybrid to address an issue with the vehicle quitting, then re-starting and stalling. The technician found an internal transmission failure with multiple DTC’s set...
Parts Expedite - 12/26/2023
Dealer owned vehicles, and parts and accessories replaced under part warranty (ZPTI/ZPTC), are not eligible for parts expediting. Service Policies & Procedures Article 5.14.
Reject of the Month - January 2024 - 12/26/2023
Error 872: Dongle vehicle data is required for this transaction and not received Error 021: Service Agent exceeded the allowed amount for ZPTI transaction type The owner of a 2015 GMC Sierra brought their vehicle to the service department for review of...
Job Card Reprint - 01/29/2024
In the rare case of a lost or damaged original job card (e.g. destroyed in a jammed printer, dropped in a puddle of oil), the reprint must be signed and authorized by the Service Manager. Policies & Procedures Article 6.2.1
Cross Line & Field Actions - 01/29/2024
Service agents may perform field action repairs for any new or discontinued vehicle regardless of franchise if they have the necessary tools, training and parts. Electric vehicles are excluded; cross line warranty work is not permitted. Policies & ...
Warranty Block - 01/29/2024
If a Warranty Block appears in the Warranty Block section of IVH only the following services may be provided: Safety, Non-Compliance, Emissions Recalls, Special Coverage Adjustment Programs, Emission Control Systems Warranty, GM Maintenance Programs and...
Incompatible Parts Rejects - 10/25/2023
... the original customer concern, it is not considered an add on repair so it does not require service management approval. If you receive a reject for an incompatible part and there is only one part billed out on the job card, there may be a more appropriate...
Car Bravo - 11/29/2023
... (CarBravo provides benefits, support, and service throughout the customer’s ownership lifetime). CarBravo offers two tiers: CarBravo: vehicle age must be less than or equal to 10 model years old and the vehicle must have less than or equal to...
Medium Duty - 11/29/2023
2016 and newer Medium Duty trucks can only receive warranty service at authorized Medium Duty dealers. Cross-line warranty does not apply to these trucks. If roadside assistance is arranged to tow a Medium Duty truck to a non-Medium Duty dealer in error,...
Chevrolet Blazer EV - 02/26/2024
... 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. ...
March 2024 Recall Update - 02/26/2024
... Front Air Bag Inflator May Rupture: The recall bulletin has been updated to include a revised service procedure. An additional serial number has been added. The recall affects certain 2011-2012 Silverado 1500, Suburban, Tahoe, GMC Sierra 1500, Yukon,...
Other Labor Hours - 02/26/2024
... comments, such as metal throughout, are not acceptable. And, finally OLH must be approved by service management. The approval must include a detailed explanation for OLH along with the date, time, and signature/initials. This approval is required...
Forum - 02/06/2024
I use dealertrack. There are only a few things I have to manually submit, like transport and service event claims. I'm not a fan of it, because I got spoiled to reynolds, but have figured out some tricks ;)
Transmission-Fast Learn - 02/12/2024
... done on a 2023 Traverse AWD and there is no labor op or bulletin. I do find the procedure in the service manual. My question is what it the best closest to labor op to use since the transmission control module op will probably require me to add an SPS...
Forum - 02/16/2024
... associated punches under straight time. Diag, cleaning and remediation will go in as OLH, with service manager approval. Not always will a tech get all the time the punch, if they dont have a strong story to support it....
Goodwill Tool Updates - 03/23/2024
... content, adding non-GM approved parts/accessories, or performing any non-GM recommended vehicle service/maintenance To close a sale After 10 days from new vehicle delivery to resolve a sales-related issue When the cause of customer dissatisfaction is...
Empowerment - 10/05/2023
... for Empowerment (near the part return requests)? I clicked the link and it took me to the service agent detail screen. Our empowerment level was changed on 10/01/23 for category G. I haven't seen this category used for a long time. ...
Forum - 10/16/2023
... because firstly we are in observation 4 for 2 years and 2 months now (long story) and secondly my service advisors pick and choose the cars they want to plug. They think they can predict any cars that have warranty so we will never obtain 98%. Heck they...
Forum - 12/27/2023
... Adminstrators should not be doing anything in the empowerment portal. You are right in that your Service Manager and Advisor have all the details and access to the information. I put it back on the SM to deal with all of it, you should only be processing...
pre-approval for headlamp - 01/23/2024
Service department replaced headlamp due to it being shorted. Unfortunately they did not take pictures because it wasn't being replaced bacause of cosmetic failures. Is there anyway to handle warranty submission without?
Forum - 01/11/2024
First maintenance services includes an ACDelco Oil and Filter Change, 4-Wheel Tire Rotation, and a MPVI. Refer to the specific program guide (e.g. GMC Pro Grade Protection) for additional detail. The guides are available in the Warranty Resource Cent...
Forum - 01/12/2024
Lots of missing information there. Tell us some details about what you have. As Kristen said, the first service includes tire rotation on applicable models.
Forum - 05/24/2023
Yes, I have had rejection for savi/dongle not received on dealer owned vehicle on a recall claim. They've paid w/service manager signature noting that "savi would not communicate" on hardcopy through GM authorization.
Forum - 07/24/2023
I 2nd that. Same problem. Service department has eaten a lot of batteries, you would think they'd be full by now... LOL
Forum - 07/24/2023
... I should have clarified if I can claim over the warranty rate for the sublet. My service manager sent it out because we had no one in house at the time that could do delicate decals for a Camaro but the vinyl shop charged shop rate....
Rental - 08/02/2023
I know way back when that rentals had to be approved by the service manager for the amount of days. Does this still hold true? I have been having him sign so that he is aware.I do though put a timeline on the repair order no matter how many days for my...
Reject error 872 Dongle data not received - 04/13/2023
... my 1st SAVI reject and yes GM we did the scan two days prior to me submitting the claim. Our GM service manager has enough going on reviewing my regular claims this is just going to waste everyones time. Anyone else run into this yet?...
Forum - 04/17/2023
We ordered us a S stamp for our job cards. When our warranty adm. gets it, if it is not stamped then it will go back to the service manager in hopes that the vehicle is still at the shop. I'm thankful so far we've not missed any.
Forum - 04/18/2023
Regarding timing of the dongle device scan; refer to Service P&P Article 6.2.1: Vehicle must be scanned with SAVI or approved Dongle device at the time the repair order is opened.
Forum - 04/19/2023
I have one in rejected status pending review but we actually did the scan I sent info to GM service manager. In your case did you have your SM sign date time explain yours?
Forum - 04/19/2023
I have had two reject. One was still in the shop and was scanned and resubmitted just fine. The other, our Service Manager explained (date/time/signed) just in case and H-routed. Am waiting to see what the outcome is.
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 - 04/07/2023
... The problem we are having is with heavy duty trucks. None of them will scan. My service manager contacted e-advisor and they said GM doesn't require scans on heavy duty trucks. I haven't been able to find out if this is true. ...
NEW ADD ON REQUIREMENT PER GM P&P,,,DEBIT ITEM - 03/23/2023
... 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 drivability or check engine light issue, it must be...
Forum - 03/15/2023
... page to the RO and never close the RO until I have everything I need. Sometimes the impatient service advisors even help me out gently nudgeing the manager so he can get his WIP down....
Forum - 09/19/2022
Thank HEAVEN they sent that junk back to developers!! It had me insane Friday... They emailed the service managers about the update they have been working on, since before July! Like, why would the warranty admins need to know??
Forum - 03/10/2023
... a variety of docs to prove my case, but it makes sense as the whole purpose is to have SERVICE MGT reviewing the jc,,,not the WARRANTY ADMIN!!!...
Forum - 03/10/2023
... will tell me when it was ordered and when it came in. And yes this is on the parts side, not service. I dont remember when we were on CDK for that, its been a minute when we were on it...
... done on a 2023 Traverse AWD and there is no labor op or bulletin. I do find the procedure in the service manual. My question is what it the best closest to labor op to use since the transmission control module op will probably require me to add an SPS...
Forum - 02/16/2024
... associated punches under straight time. Diag, cleaning and remediation will go in as OLH, with service manager approval. Not always will a tech get all the time the punch, if they dont have a strong story to support it....
Goodwill Tool Updates - 03/23/2024
... content, adding non-GM approved parts/accessories, or performing any non-GM recommended vehicle service/maintenance To close a sale After 10 days from new vehicle delivery to resolve a sales-related issue When the cause of customer dissatisfaction is...
Empowerment - 10/05/2023
... for Empowerment (near the part return requests)? I clicked the link and it took me to the service agent detail screen. Our empowerment level was changed on 10/01/23 for category G. I haven't seen this category used for a long time. ...
Forum - 10/16/2023
... because firstly we are in observation 4 for 2 years and 2 months now (long story) and secondly my service advisors pick and choose the cars they want to plug. They think they can predict any cars that have warranty so we will never obtain 98%. Heck they...
Forum - 12/27/2023
... Adminstrators should not be doing anything in the empowerment portal. You are right in that your Service Manager and Advisor have all the details and access to the information. I put it back on the SM to deal with all of it, you should only be processing...
pre-approval for headlamp - 01/23/2024
Service department replaced headlamp due to it being shorted. Unfortunately they did not take pictures because it wasn't being replaced bacause of cosmetic failures. Is there anyway to handle warranty submission without?
Forum - 01/11/2024
First maintenance services includes an ACDelco Oil and Filter Change, 4-Wheel Tire Rotation, and a MPVI. Refer to the specific program guide (e.g. GMC Pro Grade Protection) for additional detail. The guides are available in the Warranty Resource Cent...
Forum - 01/12/2024
Lots of missing information there. Tell us some details about what you have. As Kristen said, the first service includes tire rotation on applicable models.
Forum - 05/24/2023
Yes, I have had rejection for savi/dongle not received on dealer owned vehicle on a recall claim. They've paid w/service manager signature noting that "savi would not communicate" on hardcopy through GM authorization.
Forum - 07/24/2023
I 2nd that. Same problem. Service department has eaten a lot of batteries, you would think they'd be full by now... LOL
Forum - 07/24/2023
... I should have clarified if I can claim over the warranty rate for the sublet. My service manager sent it out because we had no one in house at the time that could do delicate decals for a Camaro but the vinyl shop charged shop rate....
Rental - 08/02/2023
I know way back when that rentals had to be approved by the service manager for the amount of days. Does this still hold true? I have been having him sign so that he is aware.I do though put a timeline on the repair order no matter how many days for my...
Reject error 872 Dongle data not received - 04/13/2023
... my 1st SAVI reject and yes GM we did the scan two days prior to me submitting the claim. Our GM service manager has enough going on reviewing my regular claims this is just going to waste everyones time. Anyone else run into this yet?...
Forum - 04/17/2023
We ordered us a S stamp for our job cards. When our warranty adm. gets it, if it is not stamped then it will go back to the service manager in hopes that the vehicle is still at the shop. I'm thankful so far we've not missed any.
Forum - 04/18/2023
Regarding timing of the dongle device scan; refer to Service P&P Article 6.2.1: Vehicle must be scanned with SAVI or approved Dongle device at the time the repair order is opened.
Forum - 04/19/2023
I have one in rejected status pending review but we actually did the scan I sent info to GM service manager. In your case did you have your SM sign date time explain yours?
Forum - 04/19/2023
I have had two reject. One was still in the shop and was scanned and resubmitted just fine. The other, our Service Manager explained (date/time/signed) just in case and H-routed. Am waiting to see what the outcome is.
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 - 04/07/2023
... The problem we are having is with heavy duty trucks. None of them will scan. My service manager contacted e-advisor and they said GM doesn't require scans on heavy duty trucks. I haven't been able to find out if this is true. ...
NEW ADD ON REQUIREMENT PER GM P&P,,,DEBIT ITEM - 03/23/2023
... 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 drivability or check engine light issue, it must be...
Forum - 03/15/2023
... page to the RO and never close the RO until I have everything I need. Sometimes the impatient service advisors even help me out gently nudgeing the manager so he can get his WIP down....
Forum - 09/19/2022
Thank HEAVEN they sent that junk back to developers!! It had me insane Friday... They emailed the service managers about the update they have been working on, since before July! Like, why would the warranty admins need to know??
Forum - 03/10/2023
... a variety of docs to prove my case, but it makes sense as the whole purpose is to have SERVICE MGT reviewing the jc,,,not the WARRANTY ADMIN!!!...
Forum - 03/10/2023
... will tell me when it was ordered and when it came in. And yes this is on the parts side, not service. I dont remember when we were on CDK for that, its been a minute when we were on it...
Exception to the rule for customer reimbursement? - 11/22/2022
... 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 coverage and recalls. Has anyone found that a copy emailed...
Forum - 11/22/2022
... as a repeat repair which would then have to be researched to see why before it is approved by the service manager and resubmitted for payment? If it appears they were already paid then you would not continue to submit the 2nd one for payment....
FUEL ON A PDI - 12/05/2022
Hello, all. Was wondering if there was a way to claim fuel for a PDI? I can't seem to find anything. New service manager that came from different manufacturer where fuel was claimable.
Forum - 02/06/2023
Understood, sorry I misread that. I know it would be shocking to believe that a service manager would push their responsibilities onto a warranty administrator. lol
Forum - 02/22/2023
... issues with her transport company and she files claims way more than anyplace I have ever seen. Service Policies & Procedures Manual - Transportation, Vehicle Storage and PDI Policy 1.1.5 - Letter of Notification (LON) A Letter of Notification form...
Forum - 02/24/2023
... to get reviewed!! the thing here is the money goes to sales,,,and if they dont press it then service just lets it go because it doesnt put any money in their pocket...
Forum - 12/13/2022
... from last year. I am running into something similar; a water pump was replaced last month and the service advisor did not catch that it has a special coverage for the water pump, now she is wanting to reimburse the customer but the reimbursement under...
voided warranty on certain high profile vehicles - 09/28/2022
in the latest Service Sentinel they have an article about certain high profile vehicles that if the owner chooses to sell it within the 1st 6 months GM will void the warranty,,,,make sure your advisors are pulling IVH on every vehicle,,,this could cause...
Forum - 10/25/2022
... And unless there is another place you shouldn't have to get an approval via the portal, but your service manager must approve with the explanation and then send it for GM auth....
Forum - 11/03/2022
It would seem to me that if one were to use logic, which I know leaves service advisors out, that you would go back and type over line 3 for the MPVI and delete the final line 4 to keep the lines in sequence. I am not sure it would be an issue necessarily...
Forum - 07/07/2022
... the cusotmer and get their approval, have signed off for add line, and make the part replacement service agent installed. The labor op used would be the normal labor op for the part and not the recall labor op. ...
Forum - 06/22/2022
... Parts P&P Article 1.3.1 ********** GM Parts and Accessories purchased through a GM Service Agent (specific parts/accessories may be covered by other parts and accessories warranties, refer to the warranty certificate for specific coverage) and Service...
Forum - 05/11/2022
Hello! Any chance one of you know how much to pay the tech on this Corvette first maintenance service? I pay half hour for normal first visits, oil change and tire rotation.
Forum - 04/28/2022
go to Si,,enter the vin,,,go to the top selection,,,Service Manual/Bulletin,,,,then select Master Electrical Component list from the center of the screen,,,,then if you need a connector end view go to that column and enter some of the info the tech gave...
Forum - 06/02/2022
... Damage, OLH time should not exceed the standard base time allowed for replacement. Service Management auth on the job card does not apply and separate on/off punch time for the replacement is not required. ...
Forum - 06/13/2022
Our Service Manager checked with the DVM and we were told to use the Connector Kit Labor Op code and anything over the 0.5 was OLH. Thank you guys for replaying though!
Other Labor Hours - 02/28/2023
... as more descriptive, detailed examples in support of OLH. And, finally OLH must be approved by service management. The approval must include a detailed explanation for OLH along with the date, time, and signature/initials. This approval is required prior...
Spring Clean Up - 03/23/2023
... claims that have not had any action: were the claims misplaced, lost on your desk, or given to the Service Manager for additional information or authorization? Take some time to track them down and get them submitted ASAP. jlwarranty can help you...
EV Readiness - 02/28/2023
... at the dealership. Once a dealer has met established requirements, they are eligible to sell and service EV’s, as well as submit transactions for payment in GWM. Dealers must remain current on requirements at the time a job card is opened involving...
Fundamental Training Requirements - 01/24/2023
... year by every technician due to the importance of their safety messages. In order to achieve 100% Service Training Standard for the year, every technician is required to complete the courses. The annual training requirements include: Dealer Safety: Creating...
Reject of the Month - October 2022 - 09/26/2022
... few months later, it was included in an in-house audit review. A 2008 Cadillac Escalade was in the service department in April 2022 with a concern of an engine oil leak. The service technician found that the oil pan gasket, valve cover gaskets, and the...
Job Card Reprints - 09/26/2022
... copy does come up missing, you are allowed to reprint the job card, but it must be approved by service management. From Policies & Procedures Manual, Article 6.2.1: In the case of lost or damaged original job card, the reprint must be signed...
OLH Empowerment - 01/05/2023
... The new metrics were based on the dealers 95/5 performance and overall achievement in meeting Service Training Standards (STS). The 95/5 process (complete at least 95% of ZREG and ZFAT warranty transactions within 5 days) evaluates the service...
Added Options - 01/05/2023
Check the “Added Option Codes” section at the bottom of the Vehicle Build page in IVH for Service Agent Installed Accessories that have been applied to a vehicle after the point of sale. The added option code will display once the dealer has...
High Voltage Lithium-Ion Batteries - 10/28/2022
... involving High Voltage Battery in Bolt EVs and EUVs are provided with an 8-year/100,000-mile GM Service Replacement Parts Limited Warranty. Bulletin 22NA119...
... 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 coverage and recalls. Has anyone found that a copy emailed...
Forum - 11/22/2022
... as a repeat repair which would then have to be researched to see why before it is approved by the service manager and resubmitted for payment? If it appears they were already paid then you would not continue to submit the 2nd one for payment....
FUEL ON A PDI - 12/05/2022
Hello, all. Was wondering if there was a way to claim fuel for a PDI? I can't seem to find anything. New service manager that came from different manufacturer where fuel was claimable.
Forum - 02/06/2023
Understood, sorry I misread that. I know it would be shocking to believe that a service manager would push their responsibilities onto a warranty administrator. lol
Forum - 02/22/2023
... issues with her transport company and she files claims way more than anyplace I have ever seen. Service Policies & Procedures Manual - Transportation, Vehicle Storage and PDI Policy 1.1.5 - Letter of Notification (LON) A Letter of Notification form...
Forum - 02/24/2023
... to get reviewed!! the thing here is the money goes to sales,,,and if they dont press it then service just lets it go because it doesnt put any money in their pocket...
Forum - 12/13/2022
... from last year. I am running into something similar; a water pump was replaced last month and the service advisor did not catch that it has a special coverage for the water pump, now she is wanting to reimburse the customer but the reimbursement under...
voided warranty on certain high profile vehicles - 09/28/2022
in the latest Service Sentinel they have an article about certain high profile vehicles that if the owner chooses to sell it within the 1st 6 months GM will void the warranty,,,,make sure your advisors are pulling IVH on every vehicle,,,this could cause...
Forum - 10/25/2022
... And unless there is another place you shouldn't have to get an approval via the portal, but your service manager must approve with the explanation and then send it for GM auth....
Forum - 11/03/2022
It would seem to me that if one were to use logic, which I know leaves service advisors out, that you would go back and type over line 3 for the MPVI and delete the final line 4 to keep the lines in sequence. I am not sure it would be an issue necessarily...
Forum - 07/07/2022
... the cusotmer and get their approval, have signed off for add line, and make the part replacement service agent installed. The labor op used would be the normal labor op for the part and not the recall labor op. ...
Forum - 06/22/2022
... Parts P&P Article 1.3.1 ********** GM Parts and Accessories purchased through a GM Service Agent (specific parts/accessories may be covered by other parts and accessories warranties, refer to the warranty certificate for specific coverage) and Service...
Forum - 05/11/2022
Hello! Any chance one of you know how much to pay the tech on this Corvette first maintenance service? I pay half hour for normal first visits, oil change and tire rotation.
Forum - 04/28/2022
go to Si,,enter the vin,,,go to the top selection,,,Service Manual/Bulletin,,,,then select Master Electrical Component list from the center of the screen,,,,then if you need a connector end view go to that column and enter some of the info the tech gave...
Forum - 06/02/2022
... Damage, OLH time should not exceed the standard base time allowed for replacement. Service Management auth on the job card does not apply and separate on/off punch time for the replacement is not required. ...
Forum - 06/13/2022
Our Service Manager checked with the DVM and we were told to use the Connector Kit Labor Op code and anything over the 0.5 was OLH. Thank you guys for replaying though!
Other Labor Hours - 02/28/2023
... as more descriptive, detailed examples in support of OLH. And, finally OLH must be approved by service management. The approval must include a detailed explanation for OLH along with the date, time, and signature/initials. This approval is required prior...
Spring Clean Up - 03/23/2023
... claims that have not had any action: were the claims misplaced, lost on your desk, or given to the Service Manager for additional information or authorization? Take some time to track them down and get them submitted ASAP. jlwarranty can help you...
EV Readiness - 02/28/2023
... at the dealership. Once a dealer has met established requirements, they are eligible to sell and service EV’s, as well as submit transactions for payment in GWM. Dealers must remain current on requirements at the time a job card is opened involving...
Fundamental Training Requirements - 01/24/2023
... year by every technician due to the importance of their safety messages. In order to achieve 100% Service Training Standard for the year, every technician is required to complete the courses. The annual training requirements include: Dealer Safety: Creating...
Reject of the Month - October 2022 - 09/26/2022
... few months later, it was included in an in-house audit review. A 2008 Cadillac Escalade was in the service department in April 2022 with a concern of an engine oil leak. The service technician found that the oil pan gasket, valve cover gaskets, and the...
Job Card Reprints - 09/26/2022
... copy does come up missing, you are allowed to reprint the job card, but it must be approved by service management. From Policies & Procedures Manual, Article 6.2.1: In the case of lost or damaged original job card, the reprint must be signed...
OLH Empowerment - 01/05/2023
... The new metrics were based on the dealers 95/5 performance and overall achievement in meeting Service Training Standards (STS). The 95/5 process (complete at least 95% of ZREG and ZFAT warranty transactions within 5 days) evaluates the service...
Added Options - 01/05/2023
Check the “Added Option Codes” section at the bottom of the Vehicle Build page in IVH for Service Agent Installed Accessories that have been applied to a vehicle after the point of sale. The added option code will display once the dealer has...
High Voltage Lithium-Ion Batteries - 10/28/2022
... involving High Voltage Battery in Bolt EVs and EUVs are provided with an 8-year/100,000-mile GM Service Replacement Parts Limited Warranty. Bulletin 22NA119...
Special Coverage - 11/21/2022
... 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 the special coverage bulletin. The letter also states that diagnosis or...
Alignment Spec - 03/28/2022
Alignment machine printouts showing all before and after settings must be attached to the job card. When a printout is not available, settings are to be recorded in the Cause/Correction comments section of the job card. Service P&P Article 4.1.
Wheel Alignment Policy - 04/26/2022
... available, settings are to be recorded in the cause/correction comment section of the job card. Service Policies and Procedures Article 4.1...
Clock Time - 03/28/2022
... or it is determined the repair needed is covered under the Powertrain warranty, GM allows for service management to approve the repair as warranty, even though there is no clock time on the job card. As a best practice, once it is determined that...
(CPO) - Courtesy Transportation - 02/23/2022
... and Courtesy Transportation for up to 6 years/100,000 miles from the vehicle’s original in-service date. Additionally, bulletin 07-00-89-037, states that the Courtesy Transportation program may be used in conjunction with repairs covered by...
(CPO) Coverage - 02/23/2022
... provided for 6 years or 100,000 miles, whichever comes first, from the vehicle’s original in-service date.” Coverage excludes wear items and batteries. CBG CPO Operations Guide...
The Photo Return Process - 02/23/2022
... Return process will allow dealers to take photos of the failed part via a new tab on the Certified Service Mobile Toolbox (CSMT) app. This information will then be transferred to GWM for review. These parts are analyzed by Brand Quality, Engineering,...
CSMT RPT - 05/25/2022
... the vehicle. Using the app enables GM to know exactly which parts are on a vehicle, even after a service part replacement....
Core Return Policies - 04/26/2022
... returned to the CCA Core Return Center prior to WPC parts request(s) will be debited. Electronic Service Center (ESC) and Battery Service Center (BSC) parts must be returned within 30 days to receive core credit. Dealerships must submit for reimbursement...
Certified Pre-Owned - 06/20/2022
... prior to March 2017): The warranty covers the vehicle for up to 6 years from the original in-service date or 70,000 total vehicle miles, whichever occurs first. There is no deductible for covered repairs. The warranty is transferable to subsequent owners. Cadillac...
GM and Cruise - 06/20/2022
GM and Cruise will be the first companies in the world to run a commercial taxi service of self-driving cars in a major city. Cruise will use a fleet of 30 driverless all-electric Chevrolet Bolts to transport passengers around in the northwest part of...
Over The Counter (OTC) - 06/20/2022
The warranty terms for service replacement parts sold over the counter is 24 months, parts only, from date of sale by the dealer. Parts P&P Article 1.1.1
Replacement Parts and Accessories - 06/20/2022
The warranty terms for dealer installed GM service replacement parts is 24 months/unlimited miles, whichever occurs first, from the date of installation (parts and labor). This warranty is applicable to all GM parts and accessories purchased through a...
Original Job Card - Not Available - 05/25/2022
The dealer must be able to produce, in paper form, the original, or genuine copies of the original repair documentation. Deviations arise when the original job card is missing or a reprint is presented without service management authorization.
Reject of the Month - June 2022 - 05/25/2022
The owner of a 2021 Chevrolet Tahoe brought their vehicle into the service department with a check engine light, ESC/Traction Control light, and a vibration while driving concern. The diagnosing technician found a tapping noise under the hood and...
Labor Time Guide Request for Review Process - 08/22/2022
GM Dealers can submit a request to review labor time and part quantity/dollar amount in Service Information. Requests for review are submitted once you have built your vehicle or pasted in the VIN in the Labor Time Guide. The Request for Review form can...
Reject of the Month - September 2022 - 08/22/2022
... owner of a 2015 Chevrolet Impala with 64,320 miles brought their vehicle into the service department to investigate a no start concern. The owner had to jump start the battery. The service advisor noted “possible warranty” at write up as...
OnStar - 08/22/2022
... a three-year subscription to OnStar, GM’s in-vehicle safety, security, and connectivity service. It’s included in the manufacturer’s suggested retail price of all Buicks and GMCs ordered starting June 2 and all Cadillac Escalades ordered...
OnStar - 08/22/2022
... a three-year subscription to OnStar, GM’s in-vehicle safety, security, and connectivity service. It’s included in the manufacturer’s suggested retail price of all Buicks and GMCs ordered starting June 2 and all Cadillac Escalades ordered...
CSMT App Update - 05/26/2021
The Certified Service Mobile Toolbox (CSMT) app was updated in late May to renew important security certificates. All users were required to perform a system update to allow continued use of the tools in the application, including the PRA process, Field...
Corvette First Maintenance - 05/26/2021
... 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 increased due to a labor time increase for the transmission...
GM Authorization and Attachments - 05/26/2021
... stated in this article apply specifically to dealers who have Standard Empowerment (Level 6). When service management approval is required, that approval must always be a signature or initials, the date and time, and a thorough explanation on the original...
SPS2 Programming Events - 08/30/2021
It is a best practice to have the technician capture a screenshot from the SPS2 of the Warranty Claim Code at time of service so it can be attached to the warranty transaction. This will help expedite the processing and review of the transaction when...
Reject of the Month - August 2021 - 07/27/2021
... repair prior to delivery. The VIN had been identified on the open recall report and brought to the service advisor’s attention for its completion. The service advisor opened a job card for the performance of the recall with an estimate entered...
Core Processing and Returns - 06/29/2021
... facility is located in Joliet, Illinois with the new SRC Logistics (SRCL) as the new service provider. In addition to these changes, a strong core application and management system is in place with access to the new core portal through GlobalConnect...
... 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 the special coverage bulletin. The letter also states that diagnosis or...
Alignment Spec - 03/28/2022
Alignment machine printouts showing all before and after settings must be attached to the job card. When a printout is not available, settings are to be recorded in the Cause/Correction comments section of the job card. Service P&P Article 4.1.
Wheel Alignment Policy - 04/26/2022
... available, settings are to be recorded in the cause/correction comment section of the job card. Service Policies and Procedures Article 4.1...
Clock Time - 03/28/2022
... or it is determined the repair needed is covered under the Powertrain warranty, GM allows for service management to approve the repair as warranty, even though there is no clock time on the job card. As a best practice, once it is determined that...
(CPO) - Courtesy Transportation - 02/23/2022
... and Courtesy Transportation for up to 6 years/100,000 miles from the vehicle’s original in-service date. Additionally, bulletin 07-00-89-037, states that the Courtesy Transportation program may be used in conjunction with repairs covered by...
(CPO) Coverage - 02/23/2022
... provided for 6 years or 100,000 miles, whichever comes first, from the vehicle’s original in-service date.” Coverage excludes wear items and batteries. CBG CPO Operations Guide...
The Photo Return Process - 02/23/2022
... Return process will allow dealers to take photos of the failed part via a new tab on the Certified Service Mobile Toolbox (CSMT) app. This information will then be transferred to GWM for review. These parts are analyzed by Brand Quality, Engineering,...
CSMT RPT - 05/25/2022
... the vehicle. Using the app enables GM to know exactly which parts are on a vehicle, even after a service part replacement....
Core Return Policies - 04/26/2022
... returned to the CCA Core Return Center prior to WPC parts request(s) will be debited. Electronic Service Center (ESC) and Battery Service Center (BSC) parts must be returned within 30 days to receive core credit. Dealerships must submit for reimbursement...
Certified Pre-Owned - 06/20/2022
... prior to March 2017): The warranty covers the vehicle for up to 6 years from the original in-service date or 70,000 total vehicle miles, whichever occurs first. There is no deductible for covered repairs. The warranty is transferable to subsequent owners. Cadillac...
GM and Cruise - 06/20/2022
GM and Cruise will be the first companies in the world to run a commercial taxi service of self-driving cars in a major city. Cruise will use a fleet of 30 driverless all-electric Chevrolet Bolts to transport passengers around in the northwest part of...
Over The Counter (OTC) - 06/20/2022
The warranty terms for service replacement parts sold over the counter is 24 months, parts only, from date of sale by the dealer. Parts P&P Article 1.1.1
Replacement Parts and Accessories - 06/20/2022
The warranty terms for dealer installed GM service replacement parts is 24 months/unlimited miles, whichever occurs first, from the date of installation (parts and labor). This warranty is applicable to all GM parts and accessories purchased through a...
Original Job Card - Not Available - 05/25/2022
The dealer must be able to produce, in paper form, the original, or genuine copies of the original repair documentation. Deviations arise when the original job card is missing or a reprint is presented without service management authorization.
Reject of the Month - June 2022 - 05/25/2022
The owner of a 2021 Chevrolet Tahoe brought their vehicle into the service department with a check engine light, ESC/Traction Control light, and a vibration while driving concern. The diagnosing technician found a tapping noise under the hood and...
Labor Time Guide Request for Review Process - 08/22/2022
GM Dealers can submit a request to review labor time and part quantity/dollar amount in Service Information. Requests for review are submitted once you have built your vehicle or pasted in the VIN in the Labor Time Guide. The Request for Review form can...
Reject of the Month - September 2022 - 08/22/2022
... owner of a 2015 Chevrolet Impala with 64,320 miles brought their vehicle into the service department to investigate a no start concern. The owner had to jump start the battery. The service advisor noted “possible warranty” at write up as...
OnStar - 08/22/2022
... a three-year subscription to OnStar, GM’s in-vehicle safety, security, and connectivity service. It’s included in the manufacturer’s suggested retail price of all Buicks and GMCs ordered starting June 2 and all Cadillac Escalades ordered...
OnStar - 08/22/2022
... a three-year subscription to OnStar, GM’s in-vehicle safety, security, and connectivity service. It’s included in the manufacturer’s suggested retail price of all Buicks and GMCs ordered starting June 2 and all Cadillac Escalades ordered...
CSMT App Update - 05/26/2021
The Certified Service Mobile Toolbox (CSMT) app was updated in late May to renew important security certificates. All users were required to perform a system update to allow continued use of the tools in the application, including the PRA process, Field...
Corvette First Maintenance - 05/26/2021
... 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 increased due to a labor time increase for the transmission...
GM Authorization and Attachments - 05/26/2021
... stated in this article apply specifically to dealers who have Standard Empowerment (Level 6). When service management approval is required, that approval must always be a signature or initials, the date and time, and a thorough explanation on the original...
SPS2 Programming Events - 08/30/2021
It is a best practice to have the technician capture a screenshot from the SPS2 of the Warranty Claim Code at time of service so it can be attached to the warranty transaction. This will help expedite the processing and review of the transaction when...
Reject of the Month - August 2021 - 07/27/2021
... repair prior to delivery. The VIN had been identified on the open recall report and brought to the service advisor’s attention for its completion. The service advisor opened a job card for the performance of the recall with an estimate entered...
Core Processing and Returns - 06/29/2021
... facility is located in Joliet, Illinois with the new SRC Logistics (SRCL) as the new service provider. In addition to these changes, a strong core application and management system is in place with access to the new core portal through GlobalConnect...
Goodwill Tools (Part I) - 01/27/2021
... Letter – Letter issued to the customer for $50 or $100 towards a one-time service or maintenance visit. Component Coverage Letter (CCL) – Letter issued extending coverage of a designated vehicle component for a specific time frame (select...
Bulletin Repairs - 01/27/2021
When performing warranty repairs per a published technical service bulletin note the bulletin number and bulletin labor operation in the Cause/Correction section of the job card. Many bulletins contain bulletin specific labor operations that must be used...
Bulletin 040089015V Required Operating Procedures - 12/29/2020
... the 2021 model year and text updates throughout. Bullet point 2 within the bulletin contains the Service Management Approval and Transaction Authorization Matrix. The related requirements for Policy Adjustments (Auth Code A) has been updated to reflect...
Cadillac Buyout - 12/29/2020
... to not make the investment for tools, training, equipment and charging stations to sell and service EV’s. Dealers that have elected to invest in Cadillac must begin putting in Cadillac’s EV requirements by the second quarter of 2021. The...
The Trunk-to-Trunk Tour - 03/22/2021
This may be a helpful term to share with the service team for the new vehicle delivery walkaround process. Policy states that dealers have 5 minutes to inspect each vehicle an up to a maximum of 30 minutes for a full truckload delivery. Use the Receiving...
High Voltage Battery - 03/22/2021
... Information. Lithium-Ion batteries must be obtained through a GM authorized Battery Service Center (BSC) for all repairs, and pre-approved through the Technical Assistance Center for full battery packs on restriction. Once TAC has approved, dealers...
Types of Job Card Systems - 02/25/2021
... 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 adding the line to the job card. This can be accomplished...
Recent MOR Results - 03/22/2021
... that the customer provided permission for an add on repair. This documentation is in addition to service management authorization for the add on. Both customer and management authorization are required prior to work being performed. Tip: When performing...
Goodwill Tools (Part II) - 02/25/2021
... (Labor Op 0600343) reimburses dealers for providing 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...
Battery Warranty - 10/01/2021
... for the remainder of the B2B Warranty or 12 months/unlimited miles, whichever is greater. The Service Agent must remove the Warranty Insert Tag from the new ACDelco Replacement Battery and retain it as part of the job card information. ...
12V Battery Replacement - 10/01/2021
... miles from the last replacement are handled as a ZPTI transaction, parts and labor. The Service Agent would obtain a replacement ACDelco battery from an ACDelco Battery Distributor. The warranty statement and insert from the new replacement battery is...
Suburban - 10/01/2021
... large support utility commercial vehicles for the department’s Diplomatic Security Service (DSS). The DSS is the federal law enforcement and security arm of the department. GM Defense will create a purpose-built heavy duty Suburban and make 10...
October 2021 Recall Update - 10/01/2021
... recall bulletin has been updated to include revisions to parts and warranty information, and the service procedure. The recall involves certain 2007-08 Chevrolet Silverado 2500/3500 HD and GMC Sierra 2500/3500 HD trucks. The bulletin update includes...
Cross-Line Warranty - 10/26/2021
... including in-stock used vehicles requiring warranty repair. Exception: Cadillac First Maintenance services must be performed at a Cadillac dealership. When Cross-line warranty first became an option, the requirement stated for emergency repairs....
Authorized Dealer - 10/26/2021
... 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 authorized dealer. ...
Chevrolet Electric Models - 10/26/2021
... Dealer Electric Models Participation Agreement and have agreed to complete all required sales and service training and to purchase and maintain all required special tools and equipment are qualified and eligible to perform warranty, policy, and field...
Bulletin 21NA068 - 01/27/2022
... AVJ. The picture provides confirmation that the VIN of the transmitter key fob is the same as the service vehicle listed on the job card. ...
Mismatched Spare Tire Recall - 01/27/2022
... spare tire or to leave the 17-inch tire and wheel assembly in place, but secure the 18-inch service spare tire and wheel assembly in the cargo bed to transport home. Please review the recall bulletin for specific details. This recall has specific requirements...
Transaction Types - 12/01/2021
When entering a new transaction, Service Contract Transaction Type (ZSCT) may only be selected when the corresponding Business Unit is selected (MIC). Transaction types ZREG, ZSSP, ZPDI, ZPTI, and ZPTC cannot be submitted when BU-MIC is selected. Ref...
End of Year - 12/01/2021
2022 is just around the corner! To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule (263) should be current (all transactions over 30 days should be fully supported and accounted for), training...
What can you learn from a warranty transaction? - 01/04/2022
... creating the excess situation. The warranty administrator may review the transaction with service management and after validating the parts, authorize for parts excessive to get the claim to accept status. Now that the transaction has been authorized/accepted...
Warranty Administration Acronyms - 01/04/2022
... Condition Code CEL --- Check Engine Light CND --- Concern Not Duplicated CPVS --- Cost per Vehicle Serviced DBC --- Dealer Business Center DMA --- District Manager Aftersales DOC --- Document DTC --- Diagnostic Trouble Codes EBCM --- Electronic Brake...
PART # 23332916, SUNROOF LACE REPAIR - 08/17/2018
... Finish Lace Replacement. The labor for this is ST and has been for the last fews years. I asked my service manger what he thought I should do for the tech labor and he wasn't sure. Does anyone have any recommendations for what the tech should get paid? He...
Forum - 08/01/2018
... in December). Only those CBG CPO vehicles that were delivered prior to 3/15/2016 received four service visits. CBG CPO vehicles delivered after 3/15/2016 (and 2016-2018MY vehicles) receive a maximum of two service visits (within 2 years or 24,000 miles). Ideally,...
Forum - 08/01/2018
... that I am using as an example is 5GAKVBKD3EJ240085 with 43478 miles. Jblox - We do look at service history. In this case, there were 2 used. But the IVH didn't state how many were available next to "Standard CBG CPO Maintenance Plan"....
... Letter – Letter issued to the customer for $50 or $100 towards a one-time service or maintenance visit. Component Coverage Letter (CCL) – Letter issued extending coverage of a designated vehicle component for a specific time frame (select...
Bulletin Repairs - 01/27/2021
When performing warranty repairs per a published technical service bulletin note the bulletin number and bulletin labor operation in the Cause/Correction section of the job card. Many bulletins contain bulletin specific labor operations that must be used...
Bulletin 040089015V Required Operating Procedures - 12/29/2020
... the 2021 model year and text updates throughout. Bullet point 2 within the bulletin contains the Service Management Approval and Transaction Authorization Matrix. The related requirements for Policy Adjustments (Auth Code A) has been updated to reflect...
Cadillac Buyout - 12/29/2020
... to not make the investment for tools, training, equipment and charging stations to sell and service EV’s. Dealers that have elected to invest in Cadillac must begin putting in Cadillac’s EV requirements by the second quarter of 2021. The...
The Trunk-to-Trunk Tour - 03/22/2021
This may be a helpful term to share with the service team for the new vehicle delivery walkaround process. Policy states that dealers have 5 minutes to inspect each vehicle an up to a maximum of 30 minutes for a full truckload delivery. Use the Receiving...
High Voltage Battery - 03/22/2021
... Information. Lithium-Ion batteries must be obtained through a GM authorized Battery Service Center (BSC) for all repairs, and pre-approved through the Technical Assistance Center for full battery packs on restriction. Once TAC has approved, dealers...
Types of Job Card Systems - 02/25/2021
... 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 adding the line to the job card. This can be accomplished...
Recent MOR Results - 03/22/2021
... that the customer provided permission for an add on repair. This documentation is in addition to service management authorization for the add on. Both customer and management authorization are required prior to work being performed. Tip: When performing...
Goodwill Tools (Part II) - 02/25/2021
... (Labor Op 0600343) reimburses dealers for providing 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...
Battery Warranty - 10/01/2021
... for the remainder of the B2B Warranty or 12 months/unlimited miles, whichever is greater. The Service Agent must remove the Warranty Insert Tag from the new ACDelco Replacement Battery and retain it as part of the job card information. ...
12V Battery Replacement - 10/01/2021
... miles from the last replacement are handled as a ZPTI transaction, parts and labor. The Service Agent would obtain a replacement ACDelco battery from an ACDelco Battery Distributor. The warranty statement and insert from the new replacement battery is...
Suburban - 10/01/2021
... large support utility commercial vehicles for the department’s Diplomatic Security Service (DSS). The DSS is the federal law enforcement and security arm of the department. GM Defense will create a purpose-built heavy duty Suburban and make 10...
October 2021 Recall Update - 10/01/2021
... recall bulletin has been updated to include revisions to parts and warranty information, and the service procedure. The recall involves certain 2007-08 Chevrolet Silverado 2500/3500 HD and GMC Sierra 2500/3500 HD trucks. The bulletin update includes...
Cross-Line Warranty - 10/26/2021
... including in-stock used vehicles requiring warranty repair. Exception: Cadillac First Maintenance services must be performed at a Cadillac dealership. When Cross-line warranty first became an option, the requirement stated for emergency repairs....
Authorized Dealer - 10/26/2021
... 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 authorized dealer. ...
Chevrolet Electric Models - 10/26/2021
... Dealer Electric Models Participation Agreement and have agreed to complete all required sales and service training and to purchase and maintain all required special tools and equipment are qualified and eligible to perform warranty, policy, and field...
Bulletin 21NA068 - 01/27/2022
... AVJ. The picture provides confirmation that the VIN of the transmitter key fob is the same as the service vehicle listed on the job card. ...
Mismatched Spare Tire Recall - 01/27/2022
... spare tire or to leave the 17-inch tire and wheel assembly in place, but secure the 18-inch service spare tire and wheel assembly in the cargo bed to transport home. Please review the recall bulletin for specific details. This recall has specific requirements...
Transaction Types - 12/01/2021
When entering a new transaction, Service Contract Transaction Type (ZSCT) may only be selected when the corresponding Business Unit is selected (MIC). Transaction types ZREG, ZSSP, ZPDI, ZPTI, and ZPTC cannot be submitted when BU-MIC is selected. Ref...
End of Year - 12/01/2021
2022 is just around the corner! To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule (263) should be current (all transactions over 30 days should be fully supported and accounted for), training...
What can you learn from a warranty transaction? - 01/04/2022
... creating the excess situation. The warranty administrator may review the transaction with service management and after validating the parts, authorize for parts excessive to get the claim to accept status. Now that the transaction has been authorized/accepted...
Warranty Administration Acronyms - 01/04/2022
... Condition Code CEL --- Check Engine Light CND --- Concern Not Duplicated CPVS --- Cost per Vehicle Serviced DBC --- Dealer Business Center DMA --- District Manager Aftersales DOC --- Document DTC --- Diagnostic Trouble Codes EBCM --- Electronic Brake...
PART # 23332916, SUNROOF LACE REPAIR - 08/17/2018
... Finish Lace Replacement. The labor for this is ST and has been for the last fews years. I asked my service manger what he thought I should do for the tech labor and he wasn't sure. Does anyone have any recommendations for what the tech should get paid? He...
Forum - 08/01/2018
... in December). Only those CBG CPO vehicles that were delivered prior to 3/15/2016 received four service visits. CBG CPO vehicles delivered after 3/15/2016 (and 2016-2018MY vehicles) receive a maximum of two service visits (within 2 years or 24,000 miles). Ideally,...
Forum - 08/01/2018
... that I am using as an example is 5GAKVBKD3EJ240085 with 43478 miles. Jblox - We do look at service history. In this case, there were 2 used. But the IVH didn't state how many were available next to "Standard CBG CPO Maintenance Plan"....
Customer Pay Add-On Repairs - 07/02/2018
... lines and we add-on a customer pay line for whatever reason. Does this still require the same service manager authorization that an add-on warranty line would require? We have been signing them just to be proactive, but I was just curious if there is...
Forum - 06/20/2018
Refer to the Service Replacement Parts and Accessories Warranty Quick Reference Chart available within the Resources tab above and also in the Parts Policies & Procedures Manual Article 1.1: Parts replaced under new vehicle warranty will be covered...
Forum - 05/31/2018
... to come off of the IVH. How I have closed these in the past is to submit a .1 claim using the Service Manager's GMIN and under comments explain that Recall can not be performed. ...
Forum - 05/31/2018
... may be necessary to obtain additional clarification from the technician or the manager. The service manual in SI is also an important tool when technical clarification is necessary. Also, the service advisor's documentation of the...
Transfer Case - 06/11/2018
... bulletin 04-00-89-015 says "where a COMPLETE transmission/engine assembly is replaced, all service agents are required to complete a cost comparison worksheet..." So would a transfer case qualify under that although everything I've read through...
Forum - 07/09/2018
... CODE: *Go to the computer used to program the vehicle and open up TIS. *Open up Service Programming System. *Start SPS *Go to settings. *Go to warranty claim code tab - the history of your programming sessions should be...
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.
Forum - 04/25/2018
... coverage. (reference Global Message GCUS-9-5688) The following are battery references from the Service Policies and Procedures Manual. Policies & Procedures Article 2.8.2: Batteries replaced during the vehicle warranty will continue to be covered...
Forum - 04/24/2018
... wear items don't include it. My general manager reimbursed him his proration amount and the service department got stuck with the tab for it. Won't happen again!...
Forum - 04/25/2018
We wouldn't submit them to the rep with the pre approval form, but it would help the service manager fill out that part of the form quickly then. I would keep it with the job card though.
Certified pre-owned windshield **HELP!!** - 04/05/2018
... excluded. Based on this information, I told the advisor that it was covered. My service manager has told me that it is not covered because according to P&P, windshields can only be replaced within the first 12 months of bumper to...
Forum - 04/05/2018
The only thing I have found is Service P&P Article 2.17 Windshield Program: "Warranty Claims For Warranty windshield replacement use published time for labor operation 2020380 Glass, Windshield - One Piece - Replace. Sublet windshield installations...
Forum - 05/08/2018
Pretend you knew it was the 3-5-R, you would have to disassemble the trans to that point to service it...so no, teardown to point of failure is not OLH. Anything consequential to the failure beyond that such as recondition or clean would be OLH to the...
Forum - 05/08/2018
... TODAY I GOT THIS RESPONSE: Hi Heather, Good day!This email is to inform you that the DBC Service has resolved your concern regarding rejected job card ######. As per level 2, resubmit the claim with quantity of “one” on the first vehicle...
Not Warrantable - 05/15/2018
I have a claim my service manager 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...
Forum - 05/17/2018
During a Parts and Service conference call for the South Central Region. We were instructed to fold the top of the RO over and scan so it shows on the back of the paper. It will be upside down, but it "proves" that those authorizations or explanations...
Forum - 05/22/2018
brandit80 - thanks for the suggestion! Please see the Global Warranty Management article within the May 2018 edition of the Warranty News. The article provides a look at the Service Agent Self Review process.
GOODWILL LABOR OPS - 05/29/2018
... be helpful to know what all is available to use when a situation warrants using it. And my service manager asked me if there is such a list. Any feedback is appreciated. Thanks. ...
Forum - 12/20/2018
I brought this up with a similar question the other day. the 2019 program is the "first" service, except on some vehicles and yes GM is selling some pre-paid maintenance plans. Good luck.
Forum - 12/13/2018
Parts P&P Article 1.1.1 states that service agent installed components are covered 2 years/unlimited miles. Although with that being said, wiper blades are considered a "maintenance item" as noted in the GM Warranty Coverage Guidelines...
One Time Free Replacement for Brake pad kit? - 01/11/2019
... Pad Kit. I Policy A and was rejected? WSC saying that this is a Add ON? Of course we didn't have Service Manager Authorization for this and was told this is Non-Compliant. Please advise on this issue. Thank you...
Forum - 12/21/2018
... 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....
Forum - 01/15/2019
My service manager is on board with that thinking but I have had others directly contradict it, and I probably shouldn't say more than that. Thank you kristen!
2019 AUTHORIZATION UPDATES - 01/23/2019
... removed". But the email I received from GM (reference number GCUS-9-7168) states " Service manager approval PRIOR to submission of Customer concern not duplicated labor operations has been eliminated". To me, this means that getting approval...
Forum - 01/29/2019
... Separate on/off time documentation for the consequential damage (OLH) is not required. Service agent self authorization identification on the transaction is required for OLH and/or excessive parts....
... lines and we add-on a customer pay line for whatever reason. Does this still require the same service manager authorization that an add-on warranty line would require? We have been signing them just to be proactive, but I was just curious if there is...
Forum - 06/20/2018
Refer to the Service Replacement Parts and Accessories Warranty Quick Reference Chart available within the Resources tab above and also in the Parts Policies & Procedures Manual Article 1.1: Parts replaced under new vehicle warranty will be covered...
Forum - 05/31/2018
... to come off of the IVH. How I have closed these in the past is to submit a .1 claim using the Service Manager's GMIN and under comments explain that Recall can not be performed. ...
Forum - 05/31/2018
... may be necessary to obtain additional clarification from the technician or the manager. The service manual in SI is also an important tool when technical clarification is necessary. Also, the service advisor's documentation of the...
Transfer Case - 06/11/2018
... bulletin 04-00-89-015 says "where a COMPLETE transmission/engine assembly is replaced, all service agents are required to complete a cost comparison worksheet..." So would a transfer case qualify under that although everything I've read through...
Forum - 07/09/2018
... CODE: *Go to the computer used to program the vehicle and open up TIS. *Open up Service Programming System. *Start SPS *Go to settings. *Go to warranty claim code tab - the history of your programming sessions should be...
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.
Forum - 04/25/2018
... coverage. (reference Global Message GCUS-9-5688) The following are battery references from the Service Policies and Procedures Manual. Policies & Procedures Article 2.8.2: Batteries replaced during the vehicle warranty will continue to be covered...
Forum - 04/24/2018
... wear items don't include it. My general manager reimbursed him his proration amount and the service department got stuck with the tab for it. Won't happen again!...
Forum - 04/25/2018
We wouldn't submit them to the rep with the pre approval form, but it would help the service manager fill out that part of the form quickly then. I would keep it with the job card though.
Certified pre-owned windshield **HELP!!** - 04/05/2018
... excluded. Based on this information, I told the advisor that it was covered. My service manager has told me that it is not covered because according to P&P, windshields can only be replaced within the first 12 months of bumper to...
Forum - 04/05/2018
The only thing I have found is Service P&P Article 2.17 Windshield Program: "Warranty Claims For Warranty windshield replacement use published time for labor operation 2020380 Glass, Windshield - One Piece - Replace. Sublet windshield installations...
Forum - 05/08/2018
Pretend you knew it was the 3-5-R, you would have to disassemble the trans to that point to service it...so no, teardown to point of failure is not OLH. Anything consequential to the failure beyond that such as recondition or clean would be OLH to the...
Forum - 05/08/2018
... TODAY I GOT THIS RESPONSE: Hi Heather, Good day!This email is to inform you that the DBC Service has resolved your concern regarding rejected job card ######. As per level 2, resubmit the claim with quantity of “one” on the first vehicle...
Not Warrantable - 05/15/2018
I have a claim my service manager 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...
Forum - 05/17/2018
During a Parts and Service conference call for the South Central Region. We were instructed to fold the top of the RO over and scan so it shows on the back of the paper. It will be upside down, but it "proves" that those authorizations or explanations...
Forum - 05/22/2018
brandit80 - thanks for the suggestion! Please see the Global Warranty Management article within the May 2018 edition of the Warranty News. The article provides a look at the Service Agent Self Review process.
GOODWILL LABOR OPS - 05/29/2018
... be helpful to know what all is available to use when a situation warrants using it. And my service manager asked me if there is such a list. Any feedback is appreciated. Thanks. ...
Forum - 12/20/2018
I brought this up with a similar question the other day. the 2019 program is the "first" service, except on some vehicles and yes GM is selling some pre-paid maintenance plans. Good luck.
Forum - 12/13/2018
Parts P&P Article 1.1.1 states that service agent installed components are covered 2 years/unlimited miles. Although with that being said, wiper blades are considered a "maintenance item" as noted in the GM Warranty Coverage Guidelines...
One Time Free Replacement for Brake pad kit? - 01/11/2019
... Pad Kit. I Policy A and was rejected? WSC saying that this is a Add ON? Of course we didn't have Service Manager Authorization for this and was told this is Non-Compliant. Please advise on this issue. Thank you...
Forum - 12/21/2018
... 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....
Forum - 01/15/2019
My service manager is on board with that thinking but I have had others directly contradict it, and I probably shouldn't say more than that. Thank you kristen!
2019 AUTHORIZATION UPDATES - 01/23/2019
... removed". But the email I received from GM (reference number GCUS-9-7168) states " Service manager approval PRIOR to submission of Customer concern not duplicated labor operations has been eliminated". To me, this means that getting approval...
Forum - 01/29/2019
... Separate on/off time documentation for the consequential damage (OLH) is not required. Service agent self authorization identification on the transaction is required for OLH and/or excessive parts....
Forum - 02/01/2019
you should ask your service manager to look into getting Warranty Watch. its an online time keeping website that super simple and easy to use! my techs have gained tramendous amount of clock time since we've made the switch!
ROBINAIR WARRANTY CODE FOR R1234yf REFRIGERANT - 02/07/2019
AS PER BULLETIN #12-01-37-001E: Information on New Refrigerant (R1234yf) for A/C Service - (Jun 21, 2018) the warranty code on the Robinair test printout is to be submitted in the comments in the claim. I have a printout but it has 2 separate...
Forum - 08/21/2018
... MN and wondering if I am in the correct amount per hour. I also see the manager in service not knowing anything and I am always cleaning up his mess. DOn't take too many days off in a row unless I know I can catch up. I love the...
Forum - 08/15/2018
... bulletin with a damage-related scenario, but did find some windshield information in the Service Policies & Procedures Manual, specifically Article 2.17 which refers to the Windshield Program and Article 1.2.2.3, Items Not Covered by Warranty....
Special Program Labor Operations help cards? - 09/12/2018
... vehicles. One Advisor told me that he thought the 2019 Buicks will only have 1 Maintenance service. I couldn't find anything in the system for "2019 Maintenance Program Changes". If there is another place for me to find this information,...
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.
Documented Warranty Authorization Process - 10/04/2018
... has "Make sure your dealership has a documented warranty authorization process that aligns to the Service Policy and Procedures Manual." Does anyone have one of these? It does seem like a good idea that would be beneficial. Just wondering...
Replace left and right rear axle shaft seals - 10/15/2018
... 3030090 Right side and Labor Code: 3030110 Left side. This is for a 2013 Avalanche that has GMPP service contract. Thank you...
Forum - 11/19/2018
I'm going to discuss this more with the service manager. I did find this message in the error code chart in Global. You have 60 days between a job card open date until the date it was completed. If it goes after 60 days you will need to supply information...
Over the Counter Part Warranty Documentation - 11/20/2018
... how are we supposed to know what's wrong? I think GM did away with the requirement for Service Management authorization on part warranties, but I still get it just in case. Is it still required?...
Causal Part Indeterminate - 01/25/2018
... other to go out. The tech and I thought that they should be submitted separately, but the service manager disagreed....
Forum - 01/09/2018
... PROOF OF A SHUTTLE, BUT THERE SHOULD BE SOMETHING ON THE JOB CARD THAT INDICATES THE SHUTTLE SERVICE WAS PROVIDED....
Forum - 01/09/2018
... AND TRANSPORTATION ACCOUNT ON A JOURNAL ADJUSTMENT. CUSTOMER IS NEVER CHARGED; THIS IS A FREE SERVICE TO THEM....
Forum - 12/22/2017
No service management auth is required to perform a special coverage repair. If you do a special coverage repair outside of the time and date limits it's no longer special coverage, you would have to use a regular labor operation and most likely...
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...
Early Bird / Night Drop for Auth - 12/22/2017
... it out or sign it. So am I correct in understanding that even without the VIN, we don't need service management auth on the job card? We just have to keep the envelope with the job card, which we always do, and if they don't sign it should...
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 - 12/20/2017
... 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. Additionally... Regardless of the date, subsequent warranty customer concerns based on multi-point vehicle...
Forum - 01/02/2018
Under Service Forms in GlobalConnect is a document called "Recall Vehicle Action Report: CAM-02" It is a word document you download, fill out and mail in. Now it won't close in IVH as legally, it has to appear on there, but it would stop the customer...
Customer Declined Recall - 01/02/2018
... for the recall to show manually closed in IVH, if so where do I print them off? I looked around in service forms but couldn't find anything.Thanks!...
Customer Declined Recall - 01/02/2018
... for the recall to show manually closed in IVH, if so where do I print them off? I looked around in service forms but couldn't find anything.Thanks!...
Forum - 12/28/2017
... in any way. If you are in doubt, be sure to have management (not warranty admin or service advisor) sign, date, time & reason documentation available in case of review....
PQC contact center required to call prior to assembly replacement? - 03/26/2018
... that require PQC contact on the “Items Not Allowed” tab under Analyze Warranty/View Service Agent Profile. Scroll to the right to view effective dates for the following labor operations: 4067470 - Partial Engine Replacement4067490 -...
OLH and Wiring Repairs - 03/27/2018
... access or repair time greater than 0.5 hours must be submitted as Other Labor Hours and requires service manager approval." Is this additional time considered "true OLH" thus requiring a separate time punch? Or is it more of an administrative thing...
CPO shock replacement - 03/21/2018
We have a CPO vehicle in for service that has shocks that are worn and need replacement, it isn't a specifically excluded labor op but could be considered a wear item. How would you proceed? Do we cover it under the CPO warranty?
you should ask your service manager to look into getting Warranty Watch. its an online time keeping website that super simple and easy to use! my techs have gained tramendous amount of clock time since we've made the switch!
ROBINAIR WARRANTY CODE FOR R1234yf REFRIGERANT - 02/07/2019
AS PER BULLETIN #12-01-37-001E: Information on New Refrigerant (R1234yf) for A/C Service - (Jun 21, 2018) the warranty code on the Robinair test printout is to be submitted in the comments in the claim. I have a printout but it has 2 separate...
Forum - 08/21/2018
... MN and wondering if I am in the correct amount per hour. I also see the manager in service not knowing anything and I am always cleaning up his mess. DOn't take too many days off in a row unless I know I can catch up. I love the...
Forum - 08/15/2018
... bulletin with a damage-related scenario, but did find some windshield information in the Service Policies & Procedures Manual, specifically Article 2.17 which refers to the Windshield Program and Article 1.2.2.3, Items Not Covered by Warranty....
Special Program Labor Operations help cards? - 09/12/2018
... vehicles. One Advisor told me that he thought the 2019 Buicks will only have 1 Maintenance service. I couldn't find anything in the system for "2019 Maintenance Program Changes". If there is another place for me to find this information,...
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.
Documented Warranty Authorization Process - 10/04/2018
... has "Make sure your dealership has a documented warranty authorization process that aligns to the Service Policy and Procedures Manual." Does anyone have one of these? It does seem like a good idea that would be beneficial. Just wondering...
Replace left and right rear axle shaft seals - 10/15/2018
... 3030090 Right side and Labor Code: 3030110 Left side. This is for a 2013 Avalanche that has GMPP service contract. Thank you...
Forum - 11/19/2018
I'm going to discuss this more with the service manager. I did find this message in the error code chart in Global. You have 60 days between a job card open date until the date it was completed. If it goes after 60 days you will need to supply information...
Over the Counter Part Warranty Documentation - 11/20/2018
... how are we supposed to know what's wrong? I think GM did away with the requirement for Service Management authorization on part warranties, but I still get it just in case. Is it still required?...
Causal Part Indeterminate - 01/25/2018
... other to go out. The tech and I thought that they should be submitted separately, but the service manager disagreed....
Forum - 01/09/2018
... PROOF OF A SHUTTLE, BUT THERE SHOULD BE SOMETHING ON THE JOB CARD THAT INDICATES THE SHUTTLE SERVICE WAS PROVIDED....
Forum - 01/09/2018
... AND TRANSPORTATION ACCOUNT ON A JOURNAL ADJUSTMENT. CUSTOMER IS NEVER CHARGED; THIS IS A FREE SERVICE TO THEM....
Forum - 12/22/2017
No service management auth is required to perform a special coverage repair. If you do a special coverage repair outside of the time and date limits it's no longer special coverage, you would have to use a regular labor operation and most likely...
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...
Early Bird / Night Drop for Auth - 12/22/2017
... it out or sign it. So am I correct in understanding that even without the VIN, we don't need service management auth on the job card? We just have to keep the envelope with the job card, which we always do, and if they don't sign it should...
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 - 12/20/2017
... 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. Additionally... Regardless of the date, subsequent warranty customer concerns based on multi-point vehicle...
Forum - 01/02/2018
Under Service Forms in GlobalConnect is a document called "Recall Vehicle Action Report: CAM-02" It is a word document you download, fill out and mail in. Now it won't close in IVH as legally, it has to appear on there, but it would stop the customer...
Customer Declined Recall - 01/02/2018
... for the recall to show manually closed in IVH, if so where do I print them off? I looked around in service forms but couldn't find anything.Thanks!...
Customer Declined Recall - 01/02/2018
... for the recall to show manually closed in IVH, if so where do I print them off? I looked around in service forms but couldn't find anything.Thanks!...
Forum - 12/28/2017
... in any way. If you are in doubt, be sure to have management (not warranty admin or service advisor) sign, date, time & reason documentation available in case of review....
PQC contact center required to call prior to assembly replacement? - 03/26/2018
... that require PQC contact on the “Items Not Allowed” tab under Analyze Warranty/View Service Agent Profile. Scroll to the right to view effective dates for the following labor operations: 4067470 - Partial Engine Replacement4067490 -...
OLH and Wiring Repairs - 03/27/2018
... access or repair time greater than 0.5 hours must be submitted as Other Labor Hours and requires service manager approval." Is this additional time considered "true OLH" thus requiring a separate time punch? Or is it more of an administrative thing...
CPO shock replacement - 03/21/2018
We have a CPO vehicle in for service that has shocks that are worn and need replacement, it isn't a specifically excluded labor op but could be considered a wear item. How would you proceed? Do we cover it under the CPO warranty?
Forum - 03/16/2018
From my understanding, the hard copy or shop copy of the repair order should have the date, 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...
Forum - 02/27/2018
... and retaining the Battery Warranty Insert Tag with the job card holds true as stated in Service Policies & Procedures Article 2.8.2....
Forum - 03/05/2018
Since the bullentin calls for flushing and draining fluid for transmission, i think i would use the op code to replace transmission pan(8462930) and have service manager sign off for closest to op code.
Forum - 03/08/2018
... valve on the original job line and add the diag time to it. Then I would have the service manager approve add on lines for each of the actuators, reducing the labor time on one of them by .8 (the amount of time r&r the valve...
Forum - 02/05/2018
... As the customer expressed a single complaint, this would not be considered an add on, although service management authorization is required for repeat (pyramid) repairs....
Forum - 02/12/2018
... cards does not meet technician timekeeping requirements and is non-compliant and is unacceptable. Service management approval, in the form of an explanation with date, time and signature (or initials) is required on the job card prior to initial transaction...
Forum - 02/14/2018
Service P & P Article 3.2.9: All standard warranty and policy repair time must be documented on the technician's time ticket by job card. This includes the job card number and technician ID, along with the actual date and start and stop time(s) while ...
Forum - 11/15/2017
my dealer isnt great about this either, i had to submit an add to vehicle build last week ! the service advisors dont help either, but I am finally going to hang up this job i have enjoyed for several years and let someone else figure this out a solu...
GWM Glitch - 11/21/2017
... the weekend maintenance which caused a lot of things to not work, I was not able to add parts. My Service Manager added them just fine. If not, I guess I'll just have to call technical maintenance to find out what is going on....
Forum - 09/14/2017
Thanks for that info...it gives me some reason as to the Why. :) I'll bring the way you handle it up to my Service Manager and see what he thinks. Seems like a logical way to do it. Thank you
When necessary to replace the camshaft cover and the crankshaft front oil seal - 10/10/2017
... be submitted separately? If submitted as one, is the extra labor "true OLH" or does it need service management authorization and require separate time punching? Has anyone else had experience with these?...
Forum - 11/07/2017
... Analysis, which policy states must be documented on or attached to the job card. Refer to Service P&P Article 3.2.8 and Required Operating Procedures Bulletin 04-00-89-015....
Consequential Damage Labor/Parts - 11/14/2017
... Has anyone else had any problems with the WSC rejecting these? My understanding is that service management auth and even separate time stamps are not required. This has just recently been a problem, the WSC rejects the job card as not compliant for...
Forum - 12/12/2017
... not require separate time stamps or management approval." would you please inform me where in the service policy and proceedures this page is? I have been looking and have not come across it yet. Thanks...
Restricted Labor Operations - 12/14/2017
... operation is restricted and requires GM authorization. I searched through many things (even our Service Agent profile) and could not find anywhere that said this operation was restricted. So a generalized list of operations could be beneficial and s...
Forum - 11/29/2017
Where do you go to do the live chat? Is it the support button at the top of the home page of GlobalConnect? And if so, for the topic, would you use Service? Or something else?
Forum - 12/01/2017
... and then there's a bright blue bar about half way down the page called LIVE CHAT. Pick Service and put in the VIN and area that was repaired with your question, like if you're looking for an operation and then submit it, there's a little radio...
Forum - 12/01/2017
... the customer is present. Any changees regarding who is responsible for the charges require service management authorization PRIOR to repairs being performed. So, they do need to authorize that change to warranty from customer pay. I...
Forum - 10/25/2017
... AND be more than 100 miles away from home 2) The vehicle must be disabled & kept overnight 3) Service is offered to customers that reside within 500 miles of the repairing dealership. Hope this helps...
Forum - 10/24/2017
... Do you do anything else to the ticket like get any type of authorization or approval from service management? If it's not considered a true added operation, do you leave it be or put something explaining what you are doing? ...
Policy Repair Documentation - 10/24/2017
... portal has been instituted, is it still necessary? Also, the sheet that I get from the Service Manager from the portal looks the same as they did before. I had thought that they would have changed and the "range" would be on it somewhere. ...
Forum - 09/28/2017
... Follow the special shipping instructions that are in the box containing the new air bag inflator. Service Procedure Step 24 also has additional info re: shipping the used inflator: The box that the new passenger air bag inflator was shipped in must...
Forum - 10/03/2017
Kind of vaque question?? Maybe some helpful spots to look... 3.1.1 - Service Agent Responsibility for the Performance of Pre-Delivery Service Update to a portion of 3.1.1, see 7/31/2017 GCUS-9-4481-Correct Transaction Submission of Washer...
Forum - 09/20/2017
... where our rep chastised us during a review that there were authorizations that weren't by the "Service Manager". I would think GM would consider it a conflict of interst for advisors to authorize, but I don't see anything that clearly...
Forum - 08/23/2017
I agree ! I have to do the Cost Comparison! My Service Manager Uhggg! If you could find the end of the internet, HE WOULD!!!
From my understanding, the hard copy or shop copy of the repair order should have the date, 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...
Forum - 02/27/2018
... and retaining the Battery Warranty Insert Tag with the job card holds true as stated in Service Policies & Procedures Article 2.8.2....
Forum - 03/05/2018
Since the bullentin calls for flushing and draining fluid for transmission, i think i would use the op code to replace transmission pan(8462930) and have service manager sign off for closest to op code.
Forum - 03/08/2018
... valve on the original job line and add the diag time to it. Then I would have the service manager approve add on lines for each of the actuators, reducing the labor time on one of them by .8 (the amount of time r&r the valve...
Forum - 02/05/2018
... As the customer expressed a single complaint, this would not be considered an add on, although service management authorization is required for repeat (pyramid) repairs....
Forum - 02/12/2018
... cards does not meet technician timekeeping requirements and is non-compliant and is unacceptable. Service management approval, in the form of an explanation with date, time and signature (or initials) is required on the job card prior to initial transaction...
Forum - 02/14/2018
Service P & P Article 3.2.9: All standard warranty and policy repair time must be documented on the technician's time ticket by job card. This includes the job card number and technician ID, along with the actual date and start and stop time(s) while ...
Forum - 11/15/2017
my dealer isnt great about this either, i had to submit an add to vehicle build last week ! the service advisors dont help either, but I am finally going to hang up this job i have enjoyed for several years and let someone else figure this out a solu...
GWM Glitch - 11/21/2017
... the weekend maintenance which caused a lot of things to not work, I was not able to add parts. My Service Manager added them just fine. If not, I guess I'll just have to call technical maintenance to find out what is going on....
Forum - 09/14/2017
Thanks for that info...it gives me some reason as to the Why. :) I'll bring the way you handle it up to my Service Manager and see what he thinks. Seems like a logical way to do it. Thank you
When necessary to replace the camshaft cover and the crankshaft front oil seal - 10/10/2017
... be submitted separately? If submitted as one, is the extra labor "true OLH" or does it need service management authorization and require separate time punching? Has anyone else had experience with these?...
Forum - 11/07/2017
... Analysis, which policy states must be documented on or attached to the job card. Refer to Service P&P Article 3.2.8 and Required Operating Procedures Bulletin 04-00-89-015....
Consequential Damage Labor/Parts - 11/14/2017
... Has anyone else had any problems with the WSC rejecting these? My understanding is that service management auth and even separate time stamps are not required. This has just recently been a problem, the WSC rejects the job card as not compliant for...
Forum - 12/12/2017
... not require separate time stamps or management approval." would you please inform me where in the service policy and proceedures this page is? I have been looking and have not come across it yet. Thanks...
Restricted Labor Operations - 12/14/2017
... operation is restricted and requires GM authorization. I searched through many things (even our Service Agent profile) and could not find anywhere that said this operation was restricted. So a generalized list of operations could be beneficial and s...
Forum - 11/29/2017
Where do you go to do the live chat? Is it the support button at the top of the home page of GlobalConnect? And if so, for the topic, would you use Service? Or something else?
Forum - 12/01/2017
... and then there's a bright blue bar about half way down the page called LIVE CHAT. Pick Service and put in the VIN and area that was repaired with your question, like if you're looking for an operation and then submit it, there's a little radio...
Forum - 12/01/2017
... the customer is present. Any changees regarding who is responsible for the charges require service management authorization PRIOR to repairs being performed. So, they do need to authorize that change to warranty from customer pay. I...
Forum - 10/25/2017
... AND be more than 100 miles away from home 2) The vehicle must be disabled & kept overnight 3) Service is offered to customers that reside within 500 miles of the repairing dealership. Hope this helps...
Forum - 10/24/2017
... Do you do anything else to the ticket like get any type of authorization or approval from service management? If it's not considered a true added operation, do you leave it be or put something explaining what you are doing? ...
Policy Repair Documentation - 10/24/2017
... portal has been instituted, is it still necessary? Also, the sheet that I get from the Service Manager from the portal looks the same as they did before. I had thought that they would have changed and the "range" would be on it somewhere. ...
Forum - 09/28/2017
... Follow the special shipping instructions that are in the box containing the new air bag inflator. Service Procedure Step 24 also has additional info re: shipping the used inflator: The box that the new passenger air bag inflator was shipped in must...
Forum - 10/03/2017
Kind of vaque question?? Maybe some helpful spots to look... 3.1.1 - Service Agent Responsibility for the Performance of Pre-Delivery Service Update to a portion of 3.1.1, see 7/31/2017 GCUS-9-4481-Correct Transaction Submission of Washer...
Forum - 09/20/2017
... where our rep chastised us during a review that there were authorizations that weren't by the "Service Manager". I would think GM would consider it a conflict of interst for advisors to authorize, but I don't see anything that clearly...
Forum - 08/23/2017
I agree ! I have to do the Cost Comparison! My Service Manager Uhggg! If you could find the end of the internet, HE WOULD!!!
Forum - 08/17/2017
... a Required process and in the bulletin under requirements. I'm lucky to have a service manager who supports me in this as well. I almost wish thay everyone were required to call the PQC for assembly replacements and that the techs were answerable...
Forum - 04/03/2019
Each dealer has a set limit for claim types. Your limits are located in Analyze Warranty, Service Agent Profile, Items not allowed. Any claims over your limit have to be H-routed. Make sure to have your original reciept to attach to your claim.&...
Anybody using AutoMate DMS? - 04/03/2019
... Wondering if anyone out there has experience with AutoMate? Specifically from the Service/Parts/Warranty Admin side, but also how is it overall? We looked at another (AutoSoft) that looked extremely klunky...Love Reynoilds, but they are WAY...
Forum - 04/04/2019
... warranty side, it does take a little bit of learning how to correctly submit warranties through Service Merchandising, but once you get the hang of it, you can get them done within minutes. You can also even upload attachments as soon as you submit ...
Over the Counter Parts Warranty - 04/02/2019
... happen. I have been trying to find information on what/if any authorizations are needed from Service Management before I H-Route to GM. Can someone help me please?Thanks!...
Emission - 03/01/2019
Good Morning, My Service Advisors are always asking for Emission information. Do you have a easy to view for Emission E, E1, E2? I tried the Transcript for Emission under the Training videos. But they are asking for a quick view. Do you have...
Forum - 03/21/2019
... field for the VIN (as required in P&P Article 3.2.2 - see below), continue to to have service management approve. Early bird envelopes or drop-off forms must provide the following fields for the customer to complete: Date including month, day and...
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 - 04/22/2019
Sorry, I know the answer GMPP must comply with all policies contained in the P&P manual. Just return from week of vacation and Service Advisor was insisting she was right. Many Thanks
Mail Out Review & Add On Repairs? - JLWarranty News May 2019 edition - 04/23/2019
... added to the job card after its initial printing for any reason is considered an add on repair. Service management must approve appropriately." There is no verbiage in the article stating that if the added line is related to an original concern...
Forum - 04/24/2019
It is still considered and add on line. All add onlines require Service Management authorization prior to repairs. Each line added must be authroized separately with date, time and explanation. The only exclusion is for servicing dealer-owned inventory...
Forum - 03/27/2019
... and see what they would say. If they authorize it after the fact, a code will be emailed to the service manager/person who submits the request, which then can be submitted to GWM under Pre-Auth....
Wiper Blades coverage? - 05/07/2019
Article in JLWarranty News, Components & Services w/ Limited Coverage, April 2019 issue, states "Wiper blades have limied coverage as well, While not published, it is reported that wiper blades are covered for only 12 months." Question is, unlimited...
(NEW) Administrative Allowance Help Card - 05/29/2019
Certain components and/or services are eligible for an administrative allowance. Administrative Allowances are claimed in the Net/Administrative Allowance fi eld of the transaction.Download Card
Forum - 04/27/2019
... similar to this, the independent shop followed the process where they call the Powertrain Service Center and we call with the final information. What kind of claim would this be? ...
Forum - 04/29/2019
... If the original purchase was part of a repair performed by dealer or ISC, it would be a service agent install. ...
Forum - 06/24/2019
Kristen, it is still coming up on my end: Our chat team is currently closed. Please chat back during normal business hours. All hours are in ET. Dealer Business Center: M-F: 8:00am-8:00pm Service Parts Assistance Center M-F: 8:00am-8:00pm
Forum - 06/12/2019
Wow! that is the craziest service dept story I have heard yet! Glad it was stopped before any more damage was done. try to be nice and what do you get, right?
Forum - 06/18/2019
It is most likely due to the cap on parts warranty, instead of the olh/parts excessive. All but elite dealers (from my understanding) have claim caps. They are listed in Global Warranty, under service agent profile info
Forum - 08/08/2019
I let my service manager know about the changes and he in turn lets all the techs know at the time the changes occur. Every first Wednesday of the month we have a shop meeting and all the changes are gone over again.
Forum - 08/12/2019
... on the job card cannot be used for OLH), supported by technician documentation, and authorized by service management. ...
Forum - 01/17/2020
I did fail to mention that when the policy tool is ran, service mananger should only run it with the labor op and 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...
Forum - 12/16/2019
I made a few forms, kept in our service lane, for forgetful techs. One is for Serial # Required items, one for Tire Replacements Specs and one for Warranty Claim Codes. They help
ODOMETER DISCRPENCY - 01/06/2020
A service advisor provides inaccurate mileage on a vehicle and we are now trying to correct it. This vehicle already paid an open recall with incorrect mileage. I know that I cannot adjust the mileage on a claim. If I debit this back...
Forum - 01/07/2020
Apply service agent self-authorization code M (rollback) to the subsequent transaction with the accurate mileage. Provide documentation in the comments field of the transaction supporting the odometer discrepancy (e.g. mileage was documented incorrectly...
... a Required process and in the bulletin under requirements. I'm lucky to have a service manager who supports me in this as well. I almost wish thay everyone were required to call the PQC for assembly replacements and that the techs were answerable...
Forum - 04/03/2019
Each dealer has a set limit for claim types. Your limits are located in Analyze Warranty, Service Agent Profile, Items not allowed. Any claims over your limit have to be H-routed. Make sure to have your original reciept to attach to your claim.&...
Anybody using AutoMate DMS? - 04/03/2019
... Wondering if anyone out there has experience with AutoMate? Specifically from the Service/Parts/Warranty Admin side, but also how is it overall? We looked at another (AutoSoft) that looked extremely klunky...Love Reynoilds, but they are WAY...
Forum - 04/04/2019
... warranty side, it does take a little bit of learning how to correctly submit warranties through Service Merchandising, but once you get the hang of it, you can get them done within minutes. You can also even upload attachments as soon as you submit ...
Over the Counter Parts Warranty - 04/02/2019
... happen. I have been trying to find information on what/if any authorizations are needed from Service Management before I H-Route to GM. Can someone help me please?Thanks!...
Emission - 03/01/2019
Good Morning, My Service Advisors are always asking for Emission information. Do you have a easy to view for Emission E, E1, E2? I tried the Transcript for Emission under the Training videos. But they are asking for a quick view. Do you have...
Forum - 03/21/2019
... field for the VIN (as required in P&P Article 3.2.2 - see below), continue to to have service management approve. Early bird envelopes or drop-off forms must provide the following fields for the customer to complete: Date including month, day and...
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 - 04/22/2019
Sorry, I know the answer GMPP must comply with all policies contained in the P&P manual. Just return from week of vacation and Service Advisor was insisting she was right. Many Thanks
Mail Out Review & Add On Repairs? - JLWarranty News May 2019 edition - 04/23/2019
... added to the job card after its initial printing for any reason is considered an add on repair. Service management must approve appropriately." There is no verbiage in the article stating that if the added line is related to an original concern...
Forum - 04/24/2019
It is still considered and add on line. All add onlines require Service Management authorization prior to repairs. Each line added must be authroized separately with date, time and explanation. The only exclusion is for servicing dealer-owned inventory...
Forum - 03/27/2019
... and see what they would say. If they authorize it after the fact, a code will be emailed to the service manager/person who submits the request, which then can be submitted to GWM under Pre-Auth....
Wiper Blades coverage? - 05/07/2019
Article in JLWarranty News, Components & Services w/ Limited Coverage, April 2019 issue, states "Wiper blades have limied coverage as well, While not published, it is reported that wiper blades are covered for only 12 months." Question is, unlimited...
(NEW) Administrative Allowance Help Card - 05/29/2019
Certain components and/or services are eligible for an administrative allowance. Administrative Allowances are claimed in the Net/Administrative Allowance fi eld of the transaction.Download Card
Forum - 04/27/2019
... similar to this, the independent shop followed the process where they call the Powertrain Service Center and we call with the final information. What kind of claim would this be? ...
Forum - 04/29/2019
... If the original purchase was part of a repair performed by dealer or ISC, it would be a service agent install. ...
Forum - 06/24/2019
Kristen, it is still coming up on my end: Our chat team is currently closed. Please chat back during normal business hours. All hours are in ET. Dealer Business Center: M-F: 8:00am-8:00pm Service Parts Assistance Center M-F: 8:00am-8:00pm
Forum - 06/12/2019
Wow! that is the craziest service dept story I have heard yet! Glad it was stopped before any more damage was done. try to be nice and what do you get, right?
Forum - 06/18/2019
It is most likely due to the cap on parts warranty, instead of the olh/parts excessive. All but elite dealers (from my understanding) have claim caps. They are listed in Global Warranty, under service agent profile info
Forum - 08/08/2019
I let my service manager know about the changes and he in turn lets all the techs know at the time the changes occur. Every first Wednesday of the month we have a shop meeting and all the changes are gone over again.
Forum - 08/12/2019
... on the job card cannot be used for OLH), supported by technician documentation, and authorized by service management. ...
Forum - 01/17/2020
I did fail to mention that when the policy tool is ran, service mananger should only run it with the labor op and 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...
Forum - 12/16/2019
I made a few forms, kept in our service lane, for forgetful techs. One is for Serial # Required items, one for Tire Replacements Specs and one for Warranty Claim Codes. They help
ODOMETER DISCRPENCY - 01/06/2020
A service advisor provides inaccurate mileage on a vehicle and we are now trying to correct it. This vehicle already paid an open recall with incorrect mileage. I know that I cannot adjust the mileage on a claim. If I debit this back...
Forum - 01/07/2020
Apply service agent self-authorization code M (rollback) to the subsequent transaction with the accurate mileage. Provide documentation in the comments field of the transaction supporting the odometer discrepancy (e.g. mileage was documented incorrectly...
CPO coverage on Bulletins that state "For vehicles repaired under the Bumper-to-Bumper coverage"? - 01/08/2020
... coverage". I just had a claim that rejected for Error 802 : The number of days in service exceeds the vehicle warranty time limit. Could someone tell me if this situation should still be covered? Bulletin PI0091B ...
Forum - 10/18/2019
Based on the Service Procedure (refer to steps 1 and 8) either the C1 battery or the C1B battery-Auxiliary is to be replaced, resulting in the use of the appropriate operation based on the battery replaced.
Forum - 10/30/2019
The only issue I have had actually fell on my service advisors, they had the wrong VIN on the repair order. But I would suggest maybe reaching out to the GM DBC center, through a chat, and if need be, they can escalate it to level 2 to look int...
Forum - 10/30/2019
I think that they have a IT problem and DBC has not been told. Service manager has had me scan in job card and sps sheets and attach to claim with Gm auth to review. The last several weeks it was said they were back logged with claims just like...
What labor op? - 10/15/2019
HiI have a claim here where the vehicle came in because the traction control light, service 4wd light and the park brake light was on. Also when turning vehicle feels like 4WD is locking up. Tech found code C11B3 and found the correlation was not learned....
Cadillac dealership with Drac if no Drac available - 02/25/2020
... 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 and when is the cut off for a Cadillac customer receiving...
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
Retail Radio changed to Policy claim - 03/20/2020
How do we process a claim for a retail radio that technicar has billed the parts department for, but then the service manager for whatever reason has decided to cover the repair or a portion of it under policy? I have a rejected claim currently...
Forum - 02/18/2020
Am curious if your area could justify using it WITH shuttle service available. We only have 1 driver for 3 franchises, but we are not in a 'booming' metro area, so to speak, so most days they are not overrun with shuttles. But, if you were in an area...
Customer enthusiasm after claim rejection - 02/05/2020
... clutch linings replacement, but the vehicle had 13000 miles on it. The 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...
Forum - 06/15/2020
You will have to have service manager to authorize for repeat repair. It may possibly go through if it's not over your limit, but having 2 parts with 1 op code could possibly kick it out. If you have to h route it you will need to send a copy of the previous...
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...
Courtesy Transportation - COVID 19 - 04/29/2020
So serious question here.We are doing pickup and drop off service to get people's cars worked on and drum up some business.I am going to proceed with the logic that under a "normal" in-warranty repair I could recoup some cost by claiming 2-way shuttle....
Closest labor operation - 05/05/2020
... this nature for so long, I cannot remember. Also, if the time exceeds GM's .5 hours for OLH, the Service Manager must sign off, correct?...
Forum - 05/29/2020
If the claim was out of service management's limit's, it would have to be h routed with a copy of the pet attached. I don't know if that was the case. I would'nt think it would reject for additional seals.
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 - 09/01/2020
I was JUST looking at this myself, in the Service P&P on page 107 this is what it says. The completed early bird envelope or drop-off form must be attached to the job card and retained in the vehicle history folder. When necessary, the dealership...
Forum - 08/04/2020
... file must also contain any supporting documentation as noted below or forms associated with a service event or particular job card"....
Forum - 12/31/2020
Thanks for the advice. I tried to clarify with the technician, but he is difficult to get answers from. I'm following up with our service manager to see if he can get some more conctrete information so I can submit this correctly.
oil change - 01/07/2021
... the expiration date is 09/30/2020. after some digging I found out this was a demo that was put in service on 09/30/2020 and sold on 02/07/2020. so my question is what date do I go off of? or can I even claim this? ...
Forum - 12/22/2020
Hi warranty1! Hope the new "EDS" system is going well! The Service Policies and Procedures Manual Article 6.5 provides some detail relating to the Retention and Review of Accounts and Records, including supporting documentation; records that must be retained...
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.
Forum - 11/19/2020
Hi CarolRoyal! The GM Service Replacement Parts and Accessories Warranty Quick Reference Chart in the Parts Policies and Procedures Manual (page 108) is a helpful reference tool. Failed parts replaced under warranty or 100% policy are...
Forum - 11/24/2020
I'm sorry but that's how i've always ran the one's i have. If it rejects for usually a repeat repair i have the service manager sign off on it and h route the claim. I actually looked in the P&P but could not find where it actually states that.
Forum - 12/08/2020
In the Auth screen where you put in your S for Service then A for out of warranty or E For Other Labor Hours or R for repeat, you put all the letters that you need to authorize in the CODE box then in the comments explain the need for each one. So...
... coverage". I just had a claim that rejected for Error 802 : The number of days in service exceeds the vehicle warranty time limit. Could someone tell me if this situation should still be covered? Bulletin PI0091B ...
Forum - 10/18/2019
Based on the Service Procedure (refer to steps 1 and 8) either the C1 battery or the C1B battery-Auxiliary is to be replaced, resulting in the use of the appropriate operation based on the battery replaced.
Forum - 10/30/2019
The only issue I have had actually fell on my service advisors, they had the wrong VIN on the repair order. But I would suggest maybe reaching out to the GM DBC center, through a chat, and if need be, they can escalate it to level 2 to look int...
Forum - 10/30/2019
I think that they have a IT problem and DBC has not been told. Service manager has had me scan in job card and sps sheets and attach to claim with Gm auth to review. The last several weeks it was said they were back logged with claims just like...
What labor op? - 10/15/2019
HiI have a claim here where the vehicle came in because the traction control light, service 4wd light and the park brake light was on. Also when turning vehicle feels like 4WD is locking up. Tech found code C11B3 and found the correlation was not learned....
Cadillac dealership with Drac if no Drac available - 02/25/2020
... 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 and when is the cut off for a Cadillac customer receiving...
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
Retail Radio changed to Policy claim - 03/20/2020
How do we process a claim for a retail radio that technicar has billed the parts department for, but then the service manager for whatever reason has decided to cover the repair or a portion of it under policy? I have a rejected claim currently...
Forum - 02/18/2020
Am curious if your area could justify using it WITH shuttle service available. We only have 1 driver for 3 franchises, but we are not in a 'booming' metro area, so to speak, so most days they are not overrun with shuttles. But, if you were in an area...
Customer enthusiasm after claim rejection - 02/05/2020
... clutch linings replacement, but the vehicle had 13000 miles on it. The 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...
Forum - 06/15/2020
You will have to have service manager to authorize for repeat repair. It may possibly go through if it's not over your limit, but having 2 parts with 1 op code could possibly kick it out. If you have to h route it you will need to send a copy of the previous...
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...
Courtesy Transportation - COVID 19 - 04/29/2020
So serious question here.We are doing pickup and drop off service to get people's cars worked on and drum up some business.I am going to proceed with the logic that under a "normal" in-warranty repair I could recoup some cost by claiming 2-way shuttle....
Closest labor operation - 05/05/2020
... this nature for so long, I cannot remember. Also, if the time exceeds GM's .5 hours for OLH, the Service Manager must sign off, correct?...
Forum - 05/29/2020
If the claim was out of service management's limit's, it would have to be h routed with a copy of the pet attached. I don't know if that was the case. I would'nt think it would reject for additional seals.
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 - 09/01/2020
I was JUST looking at this myself, in the Service P&P on page 107 this is what it says. The completed early bird envelope or drop-off form must be attached to the job card and retained in the vehicle history folder. When necessary, the dealership...
Forum - 08/04/2020
... file must also contain any supporting documentation as noted below or forms associated with a service event or particular job card"....
Forum - 12/31/2020
Thanks for the advice. I tried to clarify with the technician, but he is difficult to get answers from. I'm following up with our service manager to see if he can get some more conctrete information so I can submit this correctly.
oil change - 01/07/2021
... the expiration date is 09/30/2020. after some digging I found out this was a demo that was put in service on 09/30/2020 and sold on 02/07/2020. so my question is what date do I go off of? or can I even claim this? ...
Forum - 12/22/2020
Hi warranty1! Hope the new "EDS" system is going well! The Service Policies and Procedures Manual Article 6.5 provides some detail relating to the Retention and Review of Accounts and Records, including supporting documentation; records that must be retained...
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.
Forum - 11/19/2020
Hi CarolRoyal! The GM Service Replacement Parts and Accessories Warranty Quick Reference Chart in the Parts Policies and Procedures Manual (page 108) is a helpful reference tool. Failed parts replaced under warranty or 100% policy are...
Forum - 11/24/2020
I'm sorry but that's how i've always ran the one's i have. If it rejects for usually a repeat repair i have the service manager sign off on it and h route the claim. I actually looked in the P&P but could not find where it actually states that.
Forum - 12/08/2020
In the Auth screen where you put in your S for Service then A for out of warranty or E For Other Labor Hours or R for repeat, you put all the letters that you need to authorize in the CODE box then in the comments explain the need for each one. So...
Forum - 04/16/2021
... DT. If it works with your insurance and you get permission form the guest you can have the tech or service manager driving those vehicles to and from work to add the miles for diagnosis....
Concern Not Duplicated LOP w/instructions for OLH?? - 12/17/2020
Can anyone tell me why there are instructions to submit any time greater than .3 as OLH with appropriate Service Manager approvals in LOP 8469959 when Section 5.3 in P&P clearly states that OLH is not allowed when using Concern Not Duplicated LOP...
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...
Forum - 05/05/2021
... list for a new recall/sub, if the vehicle is old, our BDC rep will call and schedule them in The service writer went off the appt reason and didn't double check status on IVH. I did not attempt to submit, but it would be nice to know if we should at...
Forum - 05/12/2021
When we do our maintenance we add another line for a price difference. We move the oil to that line. It is charged back to advertising. Our service department figures that we do the work so we are not going to take the loss.
Forum - 06/23/2021
Yes, this is a 1 line repair. Your tech needs to have detailed notes and TAC case#. Your service manager needs to aurhtorize for OLH and PART CEILING EXCEEDED. You will need to submit claim to WSC with attachmentments (front & back of RO with manager...
Forum - 06/17/2021
It would be like any olh situation. It would need to be clocked separate and H-routed with an explanation as to why the olh was needed and a copy of hard copy and clock time with service manager auth.
Forum - 03/17/2021
Like Kristin said, some components can't be torn down. If you are speaking of a torque converter failure, thats non-serviceable internally. I had a tech, who retired a few years back, say that what usually comes apart (likely suspect) is something he...
Forum - 02/26/2021
... 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 by one, but I'm not positive. That mail in came about two weeks...
Forum - 01/29/2021
... in possession of their vehicle. This may create a misrepresentation of days out of service in the event of a buyback situation. ...
Forum - 01/13/2021
Very good course of action suggestion 1MaryRuble! Entry of the VIN and mileage in Service Workbench will provide Applicable Warranties as highlighted in green with a check mark in the Valid Warranty column.
Courtesy transportation approval - 01/15/2021
HiI am just wondering if we need to have service management approval/sign off on the hardcopy for rentals for any amount of days.I know we need to get DMA approval for anything beyond 7 days.Thanks, Carol
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...
Forum - 02/19/2021
Thank you. And my service manager just dropped off an email to me that says the same thing. Wish I knew an hour ago, I've been scouring the P&P!
Forum - 12/01/2021
Thanks again...Ok I tried it this way and still got "0 of 0 Service Manual resultes displayed. No results were found for your search". So, I tried just searching using just "VIN" and that worked. Evidently, the word "decoder" in my search...
Forum - 11/29/2021
I typed in VIN decoder, in the service manual search bar, and got Vehicle, Engine and Transmission ID and VIN Location, Derivative and Usage under general info. From there it tells what the different letters/number indicate. But I am with you...
Forum - 12/10/2021
if you read 6.2.1 in the P&P it says "reprints must be signed and authorized by Service Mgt" so according to GM they are allowed,,,when we have been audited ( and i used to do audits for GM as well in the old days ) if a dealer could reference...
Forum - 01/13/2022
These items are on a case-by-case basis, with service manager determining whether the situation warrants the use. There is really no way of GM making an all-encompassing document for usage of tow/rental. CPO's are a whole other demon (from a warranty...
Forum - 01/13/2022
... 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 Transportation bulletin,,,which they then finally admitted it is...
Forum - 01/13/2022
What I am saying, is that it's the service managers role to know what's covered, before it hits your desk. I understand wanting to know, so you don't look like a fool submitting erroneously, but once it hits your desk it's either covered by GM, or at...
Sublet Repair parts - 04/19/2022
in the P&P it says " Service Agents must supply the sublet facility with parts which are used in the performance of the sublet repair" but if we are a GM dealership with a Body Shop and we take in sublet work from another GM store,,,can we supply...
Forum - 02/24/2022
... two LOPs; however, get repeat repair authorization for line 2 since they are related. Route either service agent self authorization for repeat repair if your dealership has the empowerment level. If not, route for GM authorization....
Forum - 02/25/2022
... then possible to view specific high expense repairs in GWM and the corresponding job card in the service history file as a means of identifying trends and/or areas requiring corrective action....
Updated P&P, Section 5.8.1...13th bullet point?? - 03/24/2022
... this section states, "When performing electrical repairs other than programming, GM will reimburse Service Agent up to 0.3 hour, as published in the GM Labor Time Guide, for charging circuit diagnosis in conjunction with electrical repairs." Can...
Verified Concern - 01/21/2022
... that the specific verbage "Verified concern" MUST be in the cause field. I have looked at Service P&P as well as Warranty P&P along with the 8 point bulletin 04-00-89-015 and can not find anywhere that the specific verbage is required. ...
... DT. If it works with your insurance and you get permission form the guest you can have the tech or service manager driving those vehicles to and from work to add the miles for diagnosis....
Concern Not Duplicated LOP w/instructions for OLH?? - 12/17/2020
Can anyone tell me why there are instructions to submit any time greater than .3 as OLH with appropriate Service Manager approvals in LOP 8469959 when Section 5.3 in P&P clearly states that OLH is not allowed when using Concern Not Duplicated LOP...
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...
Forum - 05/05/2021
... list for a new recall/sub, if the vehicle is old, our BDC rep will call and schedule them in The service writer went off the appt reason and didn't double check status on IVH. I did not attempt to submit, but it would be nice to know if we should at...
Forum - 05/12/2021
When we do our maintenance we add another line for a price difference. We move the oil to that line. It is charged back to advertising. Our service department figures that we do the work so we are not going to take the loss.
Forum - 06/23/2021
Yes, this is a 1 line repair. Your tech needs to have detailed notes and TAC case#. Your service manager needs to aurhtorize for OLH and PART CEILING EXCEEDED. You will need to submit claim to WSC with attachmentments (front & back of RO with manager...
Forum - 06/17/2021
It would be like any olh situation. It would need to be clocked separate and H-routed with an explanation as to why the olh was needed and a copy of hard copy and clock time with service manager auth.
Forum - 03/17/2021
Like Kristin said, some components can't be torn down. If you are speaking of a torque converter failure, thats non-serviceable internally. I had a tech, who retired a few years back, say that what usually comes apart (likely suspect) is something he...
Forum - 02/26/2021
... 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 by one, but I'm not positive. That mail in came about two weeks...
Forum - 01/29/2021
... in possession of their vehicle. This may create a misrepresentation of days out of service in the event of a buyback situation. ...
Forum - 01/13/2021
Very good course of action suggestion 1MaryRuble! Entry of the VIN and mileage in Service Workbench will provide Applicable Warranties as highlighted in green with a check mark in the Valid Warranty column.
Courtesy transportation approval - 01/15/2021
HiI am just wondering if we need to have service management approval/sign off on the hardcopy for rentals for any amount of days.I know we need to get DMA approval for anything beyond 7 days.Thanks, Carol
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...
Forum - 02/19/2021
Thank you. And my service manager just dropped off an email to me that says the same thing. Wish I knew an hour ago, I've been scouring the P&P!
Forum - 12/01/2021
Thanks again...Ok I tried it this way and still got "0 of 0 Service Manual resultes displayed. No results were found for your search". So, I tried just searching using just "VIN" and that worked. Evidently, the word "decoder" in my search...
Forum - 11/29/2021
I typed in VIN decoder, in the service manual search bar, and got Vehicle, Engine and Transmission ID and VIN Location, Derivative and Usage under general info. From there it tells what the different letters/number indicate. But I am with you...
Forum - 12/10/2021
if you read 6.2.1 in the P&P it says "reprints must be signed and authorized by Service Mgt" so according to GM they are allowed,,,when we have been audited ( and i used to do audits for GM as well in the old days ) if a dealer could reference...
Forum - 01/13/2022
These items are on a case-by-case basis, with service manager determining whether the situation warrants the use. There is really no way of GM making an all-encompassing document for usage of tow/rental. CPO's are a whole other demon (from a warranty...
Forum - 01/13/2022
... 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 Transportation bulletin,,,which they then finally admitted it is...
Forum - 01/13/2022
What I am saying, is that it's the service managers role to know what's covered, before it hits your desk. I understand wanting to know, so you don't look like a fool submitting erroneously, but once it hits your desk it's either covered by GM, or at...
Sublet Repair parts - 04/19/2022
in the P&P it says " Service Agents must supply the sublet facility with parts which are used in the performance of the sublet repair" but if we are a GM dealership with a Body Shop and we take in sublet work from another GM store,,,can we supply...
Forum - 02/24/2022
... two LOPs; however, get repeat repair authorization for line 2 since they are related. Route either service agent self authorization for repeat repair if your dealership has the empowerment level. If not, route for GM authorization....
Forum - 02/25/2022
... then possible to view specific high expense repairs in GWM and the corresponding job card in the service history file as a means of identifying trends and/or areas requiring corrective action....
Updated P&P, Section 5.8.1...13th bullet point?? - 03/24/2022
... this section states, "When performing electrical repairs other than programming, GM will reimburse Service Agent up to 0.3 hour, as published in the GM Labor Time Guide, for charging circuit diagnosis in conjunction with electrical repairs." Can...
Verified Concern - 01/21/2022
... that the specific verbage "Verified concern" MUST be in the cause field. I have looked at Service P&P as well as Warranty P&P along with the 8 point bulletin 04-00-89-015 and can not find anywhere that the specific verbage is required. ...
Forum - 02/15/2022
... leave you claiming .2 in olh for the other 2 glow plugs. that would be my way of doing it. your service manaer will have to auth it for excessive parts or you may have to end up h-routing. This is my opinion only....
Forum - 02/15/2022
You'll find it under your apps listed as the ISTORE. You can find service materials such as multi-point inspection forms, warranty parts tags, seat covers, clothing etc.... It's billed to your open parts account. Really about the only thing i order is...
Forum - 06/30/2021
... them will come back to bite you. We 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...
Courtesy Transportation - 07/19/2021
... Policies states Non-GM rentals should only be provided as last resort. My question is should Service Manager sign, explain date and time. Of course this will probably reject? Thank you...
4062391 VALVE LIFTER REPLACEMENT, BOTH BANKS - 07/23/2021
Has anyone else had a claim on 2021 Silverado with lifters on both banks? Recent emails from GM and Service Bulletins state if less than 8,000 miles, replace all lifters. That is what we did, now we are struggling to get paid. It is...
Work completed repair order flow process - 07/26/2021
... a repair order. We do not have a booker so when the 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...
Forum - 11/05/2021
... under the Resources tab in the Member's Area. The card outlines each of the covered Maintenance services with the corresponding labor operation, description, and labor time for reimbursement....
Forum - 10/01/2021
CPO Resource center loop hole, I agree with service manager. not covered. may have a case with the DMA
Forum - 10/14/2021
Thank you! My Service Manager thinks he does not need to sign, 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&...
Forum - 10/20/2021
I haven't read that there needs to be a shuttle log. Do you know where I can find that? I have to show my service manager so we can start that.
CUSTOMER ADDRESS - 09/15/2021
We just had one of our service 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...
Forum - 09/21/2021
... and my suggestion would be to check local law requirements. My state laws clearly state that service repair orders are required to have the owner's name, address and phone number clearly printed on them. The manufacturer might not require...
Same visit part warranty - 09/23/2021
... go in the OLH. My confusion is we don't have treat that time like OLH in the sense that my service manager does not have to write his authorization for OLH, right? I can't seem to find this written down anywhere. ...
Forum - 09/24/2021
... considered straight time, but, if the LTG shows time for the repair the balance would be OLH and service management would approve about the vehicle being over 10 years and it is not true OLH....
Forum - 09/28/2021
My service manager always signs off on any OLH, even for consequential damage. He would rather his signature be there, and not worry about a problem later on. But from what I remember reading you would need his signature for OLH for the battery and as...
Forum - 09/29/2021
I am probably wrong, but i think you(the service manager) need to add another line to the same job card stating what happened and use your r auth Of course if it's over 500.00 it would have to be h-routed.
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!
Re: DA report replacement? - 04/12/2010
On Global, under the "Analyze Warranty" tab select "Service Agent Analysis Summary Report". From there you can open a PDF with lots of info in it.
What are your dealership’s operating hours? - 06/07/2010
... it looked like one heck of a day to sell cars. I called that store the next morning from my service desk. The new car sales manager said that at one time they had counted approximately 100 people in the dealership. At least a dozen new cars were sold...
Re: What are your dealership’s operating hours? - 06/08/2010
Service & Parts Department open Monday - Friday 7:00am - 8:00pm. Saturday 8:00am - 2:00pm Sales Department is open Monday - Friday 9:00am - 8:00pm. Saturday 9:00am - 6:00pm. Last Sunday of every month 12:00pm - 5:00pm. Bodyshop open Monday - Friday 8:00am ...
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: Has anyone been to a JL Warranty class for global yet? if so how was it? - 03/03/2010
MY SERVICE MANAGER AND I WENT TO DALLAS MEETING AND LEARNED LOTS!!!!! WELL WORTH THE MONEY!!! I WOULD ALSO RECOMMEND HAVING YOUR MANAGER GO WITH YOU. IF YOU CAN GET YOUR ADVISORS TO GO IT WOULD HELP YOU AS WELL....THEY DO GO OVER THE SUBMISSION PROCESS...
Re: PARTS EXPEDITE FROM ANOTHER DEALER - 03/05/2010
IN GLOBAL YOU CHECK THE SERVICE AGENT TRADE BOX AND PUT THE ACTUAL AMOUNT FOR THE PART.PUT YOUR EXACT AMOUNT PLUS THE OTHER DEALERS MARK UP.ITS EASY PAYS EVERY TIME WE DO IT
Re: PARTS EXPEDITE FROM ANOTHER DEALER - 03/05/2010
... 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 should be entered in the "Cost per Part" box. The...
Re: OIL, LUBE, AND FILTER COUPONS.... - 02/23/2010
KATINA...... REF.NUMBER: PARTS / PROGRAMS AND PROMOTIONS / G_0000041021 SPO MESSAGE - SALES AND SERVICE PRIVATE FREE AGENT INCENTIVE PROGRAM - SERVICE OFFER INFORMATION HOPE THIS HELPS
... leave you claiming .2 in olh for the other 2 glow plugs. that would be my way of doing it. your service manaer will have to auth it for excessive parts or you may have to end up h-routing. This is my opinion only....
Forum - 02/15/2022
You'll find it under your apps listed as the ISTORE. You can find service materials such as multi-point inspection forms, warranty parts tags, seat covers, clothing etc.... It's billed to your open parts account. Really about the only thing i order is...
Forum - 06/30/2021
... them will come back to bite you. We 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...
Courtesy Transportation - 07/19/2021
... Policies states Non-GM rentals should only be provided as last resort. My question is should Service Manager sign, explain date and time. Of course this will probably reject? Thank you...
4062391 VALVE LIFTER REPLACEMENT, BOTH BANKS - 07/23/2021
Has anyone else had a claim on 2021 Silverado with lifters on both banks? Recent emails from GM and Service Bulletins state if less than 8,000 miles, replace all lifters. That is what we did, now we are struggling to get paid. It is...
Work completed repair order flow process - 07/26/2021
... a repair order. We do not have a booker so when the 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...
Forum - 11/05/2021
... under the Resources tab in the Member's Area. The card outlines each of the covered Maintenance services with the corresponding labor operation, description, and labor time for reimbursement....
Forum - 10/01/2021
CPO Resource center loop hole, I agree with service manager. not covered. may have a case with the DMA
Forum - 10/14/2021
Thank you! My Service Manager thinks he does not need to sign, 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&...
Forum - 10/20/2021
I haven't read that there needs to be a shuttle log. Do you know where I can find that? I have to show my service manager so we can start that.
CUSTOMER ADDRESS - 09/15/2021
We just had one of our service 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...
Forum - 09/21/2021
... and my suggestion would be to check local law requirements. My state laws clearly state that service repair orders are required to have the owner's name, address and phone number clearly printed on them. The manufacturer might not require...
Same visit part warranty - 09/23/2021
... go in the OLH. My confusion is we don't have treat that time like OLH in the sense that my service manager does not have to write his authorization for OLH, right? I can't seem to find this written down anywhere. ...
Forum - 09/24/2021
... considered straight time, but, if the LTG shows time for the repair the balance would be OLH and service management would approve about the vehicle being over 10 years and it is not true OLH....
Forum - 09/28/2021
My service manager always signs off on any OLH, even for consequential damage. He would rather his signature be there, and not worry about a problem later on. But from what I remember reading you would need his signature for OLH for the battery and as...
Forum - 09/29/2021
I am probably wrong, but i think you(the service manager) need to add another line to the same job card stating what happened and use your r auth Of course if it's over 500.00 it would have to be h-routed.
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!
Re: DA report replacement? - 04/12/2010
On Global, under the "Analyze Warranty" tab select "Service Agent Analysis Summary Report". From there you can open a PDF with lots of info in it.
What are your dealership’s operating hours? - 06/07/2010
... it looked like one heck of a day to sell cars. I called that store the next morning from my service desk. The new car sales manager said that at one time they had counted approximately 100 people in the dealership. At least a dozen new cars were sold...
Re: What are your dealership’s operating hours? - 06/08/2010
Service & Parts Department open Monday - Friday 7:00am - 8:00pm. Saturday 8:00am - 2:00pm Sales Department is open Monday - Friday 9:00am - 8:00pm. Saturday 9:00am - 6:00pm. Last Sunday of every month 12:00pm - 5:00pm. Bodyshop open Monday - Friday 8:00am ...
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: Has anyone been to a JL Warranty class for global yet? if so how was it? - 03/03/2010
MY SERVICE MANAGER AND I WENT TO DALLAS MEETING AND LEARNED LOTS!!!!! WELL WORTH THE MONEY!!! I WOULD ALSO RECOMMEND HAVING YOUR MANAGER GO WITH YOU. IF YOU CAN GET YOUR ADVISORS TO GO IT WOULD HELP YOU AS WELL....THEY DO GO OVER THE SUBMISSION PROCESS...
Re: PARTS EXPEDITE FROM ANOTHER DEALER - 03/05/2010
IN GLOBAL YOU CHECK THE SERVICE AGENT TRADE BOX AND PUT THE ACTUAL AMOUNT FOR THE PART.PUT YOUR EXACT AMOUNT PLUS THE OTHER DEALERS MARK UP.ITS EASY PAYS EVERY TIME WE DO IT
Re: PARTS EXPEDITE FROM ANOTHER DEALER - 03/05/2010
... 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 should be entered in the "Cost per Part" box. The...
Re: OIL, LUBE, AND FILTER COUPONS.... - 02/23/2010
KATINA...... REF.NUMBER: PARTS / PROGRAMS AND PROMOTIONS / G_0000041021 SPO MESSAGE - SALES AND SERVICE PRIVATE FREE AGENT INCENTIVE PROGRAM - SERVICE OFFER INFORMATION HOPE THIS HELPS
Towing - 03/02/2011
My service manager asked that I find out if there was a max dollar amount for warranty towing. I found: 1.2.4.6 - Towing Policies Towing policies covered in Article 1.5.14 also apply to covered repairs under the GM Parts and Accessories Warranties when...
Re: Towing - 03/11/2011
You can actually look up your towing limit on Global Warranty by selecting the "Analyze Warranty" tab and then "View Service Agent Profile". Change the drop down box on the page to GM-US then click "Other Items Not Allowed" and at the bottom it shows...
Re: Requirements - 02/10/2011
being a small dealership, my service manager and i work closely on all warranty claims to make sure we have everything needed before the claim is submitted..he is very much aware of what goes on in the shop...
Re: GM Accessories added after vehicle delivery - 03/29/2011
... these. This is how we handled it. The sales department applies for the labor thru business choice. Service opens a repair order and books the labor warranty so it hits the warranty schedule so it can be tracked. Within 2 weeks payment shows up on open...
TRANSPORTATION CLAIMS - 04/04/2011
WE HAVE A T-CLAIM WHERE THE VEHICLE HAS SOME SPOTS ON IN THAT HAS ATE INTO THE PAINT.CAME OFF THE TRANSPORTER LIKE THAT.SERVICE MANAGER DIDNT CATCH IT WHEN THE VEHICLE CAME IN ON 3-26-11.CAN I STILL RUN IT AS A T-CLAIM.
Reimburse customer for independent work? - 04/07/2011
... has provided us with his copy of the invoice for the repair, including his proof of payment. My service manager has asked me to submit this to get the customer reimbursed, how do I do this? ...
Re: Reimburse customer for independent work? - 04/07/2011
YOU WOULD GET YOUR SERVICE ADVISOR TO WRITE A REPAIR ORDER OR JOB CARD AS THEY SAY NOW, LOOK UP THE LABOR OP AND TIME FOR THE REPAIR AND COST OF PARTS PLUS 40% AND PUT IT IN NET AMOUNT AND H ROUTE WITH COMMENTS TO YOUR REP FOR AUTH, AND ISSUE A CHECK...
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.
SULEV Emission Limited Warranty - 12/10/2010
Does anybody know what the above SULEV Emission Limited Warranty is? I cannot find it in GM service p&p. We have a 2006 Pontiac Grand Prix in our shop that shows this warranty, which is seperate from the Emission Limited Warranty
Re: DMA Authorization Form - 12/14/2010
The form is called Fixed Operations Manager Authorization. The form was faxed to us by our service rep. Must be filled out and scanned in and e-mailed to rep, they send it from there. There is 2 phone numbers on the form for questions. WSC (866)446-2900...
authorization question - 08/30/2010
Service management approval is required for the replacement of tires between 12,001 and 24,000 miles on 2010 and prior model years. • Tires replaced after 24,000 miles require approval from the Fixed Operations Manager on 2010 and prior model years. Does ...
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: srta trans warranty - 09/20/2010
... GM Policy & Procedures Manual- ARTICLE 1 1.1 - General Motors Warranties 1.1.3 - General Motors Service Replacement Parts and Accessories Warranties General Motors Service Replacement Parts and Accessories Warranties The Reference Chart is available...
REYNOLDS: NEW AUTH SCREEN - 11/05/2010
ON THE NEW "AUTH" SCREEN ..... HOW CAN YOU DELETE SOMETHING YOU PUT IN WRONG ?? EX: I USED SELF AUTH E UNDER #4 SERVICE MANAGEMENT AUTH WITH COMMENTS UNDER #5 ---- BUT TURNS OUT IT REQUIRED GM AUTH UNDER #3 ... HOW DO YOU GET RID OF COMMENTS ON #5
Re: GW QUESTION cause/complaint codes - 01/19/2010
WE ARE STILL ON WINS.... BUT AS FAR AS THESE GM SERVICE CERTIFICATES, I AM STAMPING THEM PAID & MARKING THE WRITE OFF DIFFERENCE "SPLIT TO ALL DEPARTMENTS" -- I ALSO AGREE "WHOLLY COW" ON HOW MUCH WE ARE LOSING.
Re: GWM roadside - 02/11/2010
... since there is a bulletin on Roadside and it worked. I just put in the complaint info "Roadside service towing" since ours was a tow. Haven't come across anything showing what to use for sure. ...
Deductible - 02/12/2010
... the vehicle was out of factory warranty. The customer does have a GMPP with a $200 ded. The service manager wants the deductible overridden. I know I have to submit it to GMPP now but how do I retrieve the $200 deductible from GM?...
Excessive rental - 12/14/2009
... get some insight on what everyone uses as backup for RO's with excessive rental...seems like the service dept. in starting to slack a little and i was wondering what everyone else uses to support a excessive rental claim. Thanks!...
Re: PDI adds- loose shipped parts - 01/11/2010
Our Service Manager made the "executive" decision that if the RPO of the vehicle isn't included in the PDI adds list then the part was to be installed with the time included for prep. Just thought I'd give an update on how we are handling these. Thanks...
Re: Global Warranty Management - 01/12/2010
We never received the email but have found out that we are going live so to speak Monday the 18th. Our service advisors have no training. Pray for us on Monday. Is going to be a long couple of weeks.
Re: DOCUMENT 2239750 STEERING AND FRONT SUSPENSION NOISE CONCERNS - 01/21/2010
I would use E9478 as my main labor op and put the time for the links in as OLH. Use my "E" authorization code and note the Service Bulletin number and OLH time for the links in comments.
Re: GMPP - WINDSHIELD REPLACEMENT DUE TO DEFROSTER TAB BROKEN - 08/26/2009
When we have glass that needs replaced for broken tabs my service manager must first contact our GMPP rep for approval. He has us submit using the have wiring op. You might want to call your rep to see how he would like it submitted. If you don't have...
GM GLOBAL CONNECT ISSUE - 09/10/2009
HAS ANYONE ELSE COME ACCROSS NEEDING A "EDSNET ID" FOR GETTING INTO SERVICE UPDATE BULLETIN INFORMATION OFF OF GM GLOBAL CONNECT ??? DOES ANYONE HAVE ANY IDEA WHAT IT IS ??
Lost Rep - 09/21/2009
Just curious if anyone else lost their Service Rep on Friday? Ours got reassigned to a different area. Not sure who we got in return. Kinda crazy!
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...
My service manager asked that I find out if there was a max dollar amount for warranty towing. I found: 1.2.4.6 - Towing Policies Towing policies covered in Article 1.5.14 also apply to covered repairs under the GM Parts and Accessories Warranties when...
Re: Towing - 03/11/2011
You can actually look up your towing limit on Global Warranty by selecting the "Analyze Warranty" tab and then "View Service Agent Profile". Change the drop down box on the page to GM-US then click "Other Items Not Allowed" and at the bottom it shows...
Re: Requirements - 02/10/2011
being a small dealership, my service manager and i work closely on all warranty claims to make sure we have everything needed before the claim is submitted..he is very much aware of what goes on in the shop...
Re: GM Accessories added after vehicle delivery - 03/29/2011
... these. This is how we handled it. The sales department applies for the labor thru business choice. Service opens a repair order and books the labor warranty so it hits the warranty schedule so it can be tracked. Within 2 weeks payment shows up on open...
TRANSPORTATION CLAIMS - 04/04/2011
WE HAVE A T-CLAIM WHERE THE VEHICLE HAS SOME SPOTS ON IN THAT HAS ATE INTO THE PAINT.CAME OFF THE TRANSPORTER LIKE THAT.SERVICE MANAGER DIDNT CATCH IT WHEN THE VEHICLE CAME IN ON 3-26-11.CAN I STILL RUN IT AS A T-CLAIM.
Reimburse customer for independent work? - 04/07/2011
... has provided us with his copy of the invoice for the repair, including his proof of payment. My service manager has asked me to submit this to get the customer reimbursed, how do I do this? ...
Re: Reimburse customer for independent work? - 04/07/2011
YOU WOULD GET YOUR SERVICE ADVISOR TO WRITE A REPAIR ORDER OR JOB CARD AS THEY SAY NOW, LOOK UP THE LABOR OP AND TIME FOR THE REPAIR AND COST OF PARTS PLUS 40% AND PUT IT IN NET AMOUNT AND H ROUTE WITH COMMENTS TO YOUR REP FOR AUTH, AND ISSUE A CHECK...
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.
SULEV Emission Limited Warranty - 12/10/2010
Does anybody know what the above SULEV Emission Limited Warranty is? I cannot find it in GM service p&p. We have a 2006 Pontiac Grand Prix in our shop that shows this warranty, which is seperate from the Emission Limited Warranty
Re: DMA Authorization Form - 12/14/2010
The form is called Fixed Operations Manager Authorization. The form was faxed to us by our service rep. Must be filled out and scanned in and e-mailed to rep, they send it from there. There is 2 phone numbers on the form for questions. WSC (866)446-2900...
authorization question - 08/30/2010
Service management approval is required for the replacement of tires between 12,001 and 24,000 miles on 2010 and prior model years. • Tires replaced after 24,000 miles require approval from the Fixed Operations Manager on 2010 and prior model years. Does ...
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: srta trans warranty - 09/20/2010
... GM Policy & Procedures Manual- ARTICLE 1 1.1 - General Motors Warranties 1.1.3 - General Motors Service Replacement Parts and Accessories Warranties General Motors Service Replacement Parts and Accessories Warranties The Reference Chart is available...
REYNOLDS: NEW AUTH SCREEN - 11/05/2010
ON THE NEW "AUTH" SCREEN ..... HOW CAN YOU DELETE SOMETHING YOU PUT IN WRONG ?? EX: I USED SELF AUTH E UNDER #4 SERVICE MANAGEMENT AUTH WITH COMMENTS UNDER #5 ---- BUT TURNS OUT IT REQUIRED GM AUTH UNDER #3 ... HOW DO YOU GET RID OF COMMENTS ON #5
Re: GW QUESTION cause/complaint codes - 01/19/2010
WE ARE STILL ON WINS.... BUT AS FAR AS THESE GM SERVICE CERTIFICATES, I AM STAMPING THEM PAID & MARKING THE WRITE OFF DIFFERENCE "SPLIT TO ALL DEPARTMENTS" -- I ALSO AGREE "WHOLLY COW" ON HOW MUCH WE ARE LOSING.
Re: GWM roadside - 02/11/2010
... since there is a bulletin on Roadside and it worked. I just put in the complaint info "Roadside service towing" since ours was a tow. Haven't come across anything showing what to use for sure. ...
Deductible - 02/12/2010
... the vehicle was out of factory warranty. The customer does have a GMPP with a $200 ded. The service manager wants the deductible overridden. I know I have to submit it to GMPP now but how do I retrieve the $200 deductible from GM?...
Excessive rental - 12/14/2009
... get some insight on what everyone uses as backup for RO's with excessive rental...seems like the service dept. in starting to slack a little and i was wondering what everyone else uses to support a excessive rental claim. Thanks!...
Re: PDI adds- loose shipped parts - 01/11/2010
Our Service Manager made the "executive" decision that if the RPO of the vehicle isn't included in the PDI adds list then the part was to be installed with the time included for prep. Just thought I'd give an update on how we are handling these. Thanks...
Re: Global Warranty Management - 01/12/2010
We never received the email but have found out that we are going live so to speak Monday the 18th. Our service advisors have no training. Pray for us on Monday. Is going to be a long couple of weeks.
Re: DOCUMENT 2239750 STEERING AND FRONT SUSPENSION NOISE CONCERNS - 01/21/2010
I would use E9478 as my main labor op and put the time for the links in as OLH. Use my "E" authorization code and note the Service Bulletin number and OLH time for the links in comments.
Re: GMPP - WINDSHIELD REPLACEMENT DUE TO DEFROSTER TAB BROKEN - 08/26/2009
When we have glass that needs replaced for broken tabs my service manager must first contact our GMPP rep for approval. He has us submit using the have wiring op. You might want to call your rep to see how he would like it submitted. If you don't have...
GM GLOBAL CONNECT ISSUE - 09/10/2009
HAS ANYONE ELSE COME ACCROSS NEEDING A "EDSNET ID" FOR GETTING INTO SERVICE UPDATE BULLETIN INFORMATION OFF OF GM GLOBAL CONNECT ??? DOES ANYONE HAVE ANY IDEA WHAT IT IS ??
Lost Rep - 09/21/2009
Just curious if anyone else lost their Service Rep on Friday? Ours got reassigned to a different area. Not sure who we got in return. Kinda crazy!
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...
Re: Yet Another Part Warranty Question - 11/16/2009
Thanks Mike! I agree with your position, and was just hoping I could come up with something on paper to sway the service manager. I appreciate your response.
Re: Parts Missing From LPO Add-on DVD headrests - 11/19/2009
Ok, yeah my service manager says they are coming installed from factory, but we have one we are redoing from back when we installed them. It was *never as easy as the video.
Re: Can you claim turning on after blow function on hvac? - 11/10/2009
Please refer to GM service bulletin 99-01-39-004C. Although you are not installing an afterblow module or cooling coil coating, I believe that using the labor operation D3316 as outlined in the bulletin would be the "closest to" code. I have used it in...
Re: CLOSED RECALL - 10/13/2009
If you look at Ref. number: Service / Field Action / G_0000039956 in Global connect it states that recall 09041A and recall 09077A had some vins that were included in the recall vin list mistakenly. There is even a letter that was sent to the customer...
Global Warranty Management - 10/01/2009
With the new system, will service advisors be submitting the claims or will the Warranty Clerk still be submitting them? We have been taking the GM training modules on the new system and are unsure who is doing what now. Thanks for you help!
Re: ISUZU - OVER COUNTER PART - 10/06/2009
WE ARE ENGINE ONLY ON ISUZU SO OUR CLAIMS GO THROUGH ICS. ARE YOU AN ISUZU DEALER ALSO? IF YOU GO THROUGH ICS THEN YOU GO TO THE SERVICE TAB,CLAIM ENTRY TAB, AND THEN PARTS WARRANTY TAB.
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: WILL WE SURVIVE???? - 04/28/2009
... blow, but not to different from when they discontinued Oldsmobile. Fortunatly we stay busy in service and are doing pretty well. It will hit small dealers hard. It forces everyone to step up their game and keep the ball going. Good luck to all! ...
Re: WILL WE SURVIVE???? - 04/30/2009
... store and things are really getting slow. I think we have only sold about 18 cars this month. Service hasn't been as bad. My husband and I both work here so I'm praying that we stay open. I'm not sure how things will be after Pontiac is gone. Have ...
INSTOCK VEHICLE RECALL - 05/14/2009
DID I MISS SOMETHING? I THOUGHT IF YOU WENT INTO SERVICE UPDATE INFORMATION BULLETIN LINK YOU COULD GET A LIST OF ALL IN STOCK VEHICLES YOUR DEALER HAS WITH OPEN RECALLS. WHEN I DO MINE IT SHOWS NO OPEN RECALLS. I HAD MY CASHIER RUN VISS'S ON ALL OF...
Re: PARTS WARRANTY - 05/29/2009
I've put this type of claim in both ways.... both parts on one RO with service manager sig & B auth (not claim type B), as well as separate RO & labor. Seems the separate one always gets paid the 1st time & I end up Hrouting the claim if both parts are...
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: Global Warranty - 08/12/2009
Mine won't work. When I click on the link I get an error page saying "Unexpected Authentication Challenge". I've seen it listed under the service workbench for some time, but have never been able to access it.
Global Warranty - 08/12/2009
Did you know you could find global warranty in global connect under the service workbench and that it appears to be what the active global warranty interface will be, with exception of it is not currently active. You can play around with it though to...
Goodwrench and Go Rewards - 07/22/2009
As most of you probably know with summer car care the service advisors are able to receive a spiff through goodwrench and go of $5 per axle, $2.50 per tire, and $1 per wiper blade or refill. I recently put in some blades and they kept telling me part...
Beep… Beep… Beep - 07/23/2009
I pulled my little car into the service drive to have a burnt out tail light replaced. The advisor opened an RO and I requested the tech who usually works on my car. That evening I found my car parked nose in along the parts building, across from the...
Re: 2010 CAMARO - STRIPS - 08/04/2009
I think that these should pay at regular warranty labor rates. reference message Service / Warranty / G_0000024639. If not were can I find that documented? They were only paying at $70. when they were paid through accessories.
60/60000 powertrain U.S. limited warranty - 03/13/2009
We have a 2005 Chevy Cobalt in for service that is showing the above listed powertrain warranty. Has anyone heard of it? I am trying to find it in P&P and cannot locate it. Was this a special thing Chevy did at one time? I am trying to find out description...
Re: J6354 - 03/25/2009
... paragraph: Emissions-related calibration updates will be announced through a GM Technical Service Bulletin with specific guidelines of coverage for each model affected. A special emission-related reprogramming labor operation will be used. The labor...
Re: OOPS - 03/31/2009
We had a older slightly alzhiemer porter once. who drove a s-10 off out of the service bay. He was going about 20mph when he realized he was in drive and heit the wall the techs tool box and cart were nicely wrapped aroung the bumper and all of my paper...
PARTS WARRANTY ON SEALS AND GASKETS - 04/08/2009
I NEED SOMETHING IN WRITING TELLING ME ABOUT PARTS WARRANTY ON SEALS AND GASKETS. I HAVE A LITTLE ISSUE GOING ON AGAINST 1 SERVICE ADVISOR. PLEASE HELP ME PROVE MY POINT!!!!!! THANKS IN ADVANCE~!!
Re: PARTS WARRANTY ON SEALS AND GASKETS - 04/09/2009
... BACK FOR DAMN NEAR EVERY SEAL OR GASKET WE WARRANTIED, THERE ARE NO PARTS WARRANTIES ON THEM. THE SERVICE MANAGER HAS TO PROVE IT ISN'T IMPROPER INSTALLATION BEFORE I'LL SUBMIT IT. USUALLY, THE TECH THAT ORIGINALLY DID THE REPAIR PAYS FOR THE SECOND...
Re: OLD RECALL LISTING ???? - 04/10/2009
... MY DAUGHTERS 1994 GRAN AM I RAN INTO THE SAME THING WITH AN OLD RECALL. YOU MIGHT SEE IF YOUR SERVICE DEPT HAS ANY OLD PRINTOUTS OF PAST RECALLS AND SUCH. OR CALL DBC AND ASK THEM YOU WILL HAVE TO H ROUTE WHATEVER YOU DO BECAUSE OF THE AGE OF THE ...
Re: Monday morning brain fog-- goodwill question - 03/30/2009
Your service mgr can goodwill the IPC. Since the SP 07187's experiation is 7yrs/70k, his/her goodwill is good for an additional 24/24 if he has that authorization. That means he/she can cover the claim to 9yrs/90k. This was per my AVM. Hope this help...
Re: SHIFT LEVER LABOR OP CONFUSION - 03/30/2009
... tech will need to show/specify why he needs extra time and it would have to be approved by your Service Mgr. Hope this helps...
Thanks Mike! I agree with your position, and was just hoping I could come up with something on paper to sway the service manager. I appreciate your response.
Re: Parts Missing From LPO Add-on DVD headrests - 11/19/2009
Ok, yeah my service manager says they are coming installed from factory, but we have one we are redoing from back when we installed them. It was *never as easy as the video.
Re: Can you claim turning on after blow function on hvac? - 11/10/2009
Please refer to GM service bulletin 99-01-39-004C. Although you are not installing an afterblow module or cooling coil coating, I believe that using the labor operation D3316 as outlined in the bulletin would be the "closest to" code. I have used it in...
Re: CLOSED RECALL - 10/13/2009
If you look at Ref. number: Service / Field Action / G_0000039956 in Global connect it states that recall 09041A and recall 09077A had some vins that were included in the recall vin list mistakenly. There is even a letter that was sent to the customer...
Global Warranty Management - 10/01/2009
With the new system, will service advisors be submitting the claims or will the Warranty Clerk still be submitting them? We have been taking the GM training modules on the new system and are unsure who is doing what now. Thanks for you help!
Re: ISUZU - OVER COUNTER PART - 10/06/2009
WE ARE ENGINE ONLY ON ISUZU SO OUR CLAIMS GO THROUGH ICS. ARE YOU AN ISUZU DEALER ALSO? IF YOU GO THROUGH ICS THEN YOU GO TO THE SERVICE TAB,CLAIM ENTRY TAB, AND THEN PARTS WARRANTY TAB.
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: WILL WE SURVIVE???? - 04/28/2009
... blow, but not to different from when they discontinued Oldsmobile. Fortunatly we stay busy in service and are doing pretty well. It will hit small dealers hard. It forces everyone to step up their game and keep the ball going. Good luck to all! ...
Re: WILL WE SURVIVE???? - 04/30/2009
... store and things are really getting slow. I think we have only sold about 18 cars this month. Service hasn't been as bad. My husband and I both work here so I'm praying that we stay open. I'm not sure how things will be after Pontiac is gone. Have ...
INSTOCK VEHICLE RECALL - 05/14/2009
DID I MISS SOMETHING? I THOUGHT IF YOU WENT INTO SERVICE UPDATE INFORMATION BULLETIN LINK YOU COULD GET A LIST OF ALL IN STOCK VEHICLES YOUR DEALER HAS WITH OPEN RECALLS. WHEN I DO MINE IT SHOWS NO OPEN RECALLS. I HAD MY CASHIER RUN VISS'S ON ALL OF...
Re: PARTS WARRANTY - 05/29/2009
I've put this type of claim in both ways.... both parts on one RO with service manager sig & B auth (not claim type B), as well as separate RO & labor. Seems the separate one always gets paid the 1st time & I end up Hrouting the claim if both parts are...
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: Global Warranty - 08/12/2009
Mine won't work. When I click on the link I get an error page saying "Unexpected Authentication Challenge". I've seen it listed under the service workbench for some time, but have never been able to access it.
Global Warranty - 08/12/2009
Did you know you could find global warranty in global connect under the service workbench and that it appears to be what the active global warranty interface will be, with exception of it is not currently active. You can play around with it though to...
Goodwrench and Go Rewards - 07/22/2009
As most of you probably know with summer car care the service advisors are able to receive a spiff through goodwrench and go of $5 per axle, $2.50 per tire, and $1 per wiper blade or refill. I recently put in some blades and they kept telling me part...
Beep… Beep… Beep - 07/23/2009
I pulled my little car into the service drive to have a burnt out tail light replaced. The advisor opened an RO and I requested the tech who usually works on my car. That evening I found my car parked nose in along the parts building, across from the...
Re: 2010 CAMARO - STRIPS - 08/04/2009
I think that these should pay at regular warranty labor rates. reference message Service / Warranty / G_0000024639. If not were can I find that documented? They were only paying at $70. when they were paid through accessories.
60/60000 powertrain U.S. limited warranty - 03/13/2009
We have a 2005 Chevy Cobalt in for service that is showing the above listed powertrain warranty. Has anyone heard of it? I am trying to find it in P&P and cannot locate it. Was this a special thing Chevy did at one time? I am trying to find out description...
Re: J6354 - 03/25/2009
... paragraph: Emissions-related calibration updates will be announced through a GM Technical Service Bulletin with specific guidelines of coverage for each model affected. A special emission-related reprogramming labor operation will be used. The labor...
Re: OOPS - 03/31/2009
We had a older slightly alzhiemer porter once. who drove a s-10 off out of the service bay. He was going about 20mph when he realized he was in drive and heit the wall the techs tool box and cart were nicely wrapped aroung the bumper and all of my paper...
PARTS WARRANTY ON SEALS AND GASKETS - 04/08/2009
I NEED SOMETHING IN WRITING TELLING ME ABOUT PARTS WARRANTY ON SEALS AND GASKETS. I HAVE A LITTLE ISSUE GOING ON AGAINST 1 SERVICE ADVISOR. PLEASE HELP ME PROVE MY POINT!!!!!! THANKS IN ADVANCE~!!
Re: PARTS WARRANTY ON SEALS AND GASKETS - 04/09/2009
... BACK FOR DAMN NEAR EVERY SEAL OR GASKET WE WARRANTIED, THERE ARE NO PARTS WARRANTIES ON THEM. THE SERVICE MANAGER HAS TO PROVE IT ISN'T IMPROPER INSTALLATION BEFORE I'LL SUBMIT IT. USUALLY, THE TECH THAT ORIGINALLY DID THE REPAIR PAYS FOR THE SECOND...
Re: OLD RECALL LISTING ???? - 04/10/2009
... MY DAUGHTERS 1994 GRAN AM I RAN INTO THE SAME THING WITH AN OLD RECALL. YOU MIGHT SEE IF YOUR SERVICE DEPT HAS ANY OLD PRINTOUTS OF PAST RECALLS AND SUCH. OR CALL DBC AND ASK THEM YOU WILL HAVE TO H ROUTE WHATEVER YOU DO BECAUSE OF THE AGE OF THE ...
Re: Monday morning brain fog-- goodwill question - 03/30/2009
Your service mgr can goodwill the IPC. Since the SP 07187's experiation is 7yrs/70k, his/her goodwill is good for an additional 24/24 if he has that authorization. That means he/she can cover the claim to 9yrs/90k. This was per my AVM. Hope this help...
Re: SHIFT LEVER LABOR OP CONFUSION - 03/30/2009
... tech will need to show/specify why he needs extra time and it would have to be approved by your Service Mgr. Hope this helps...
Re: Door Hinge - 02/27/2009
It does look that way. If the tech thinks he should be paid more then what is listed I would have the tech get with the service mgr for OLH. The labor op B4010 states for Front Side Door Upper Hinge & Lower Hinge Replacement, so I would like it should...
TRANS REPLACEMENT - 03/03/2009
2006 BUICK LESABRE // IN SERVICE DATE 6/24/01 CUST CAME IN ON 2/23/09 MILES 89,508 .... WE REPLACED TRANSMISSION UNDER WARRANTY --- I AM HAVING A AS TO WHAT THE NEW WARRANTY WOULD BE (12/12 OR 3/36 OR ???)
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: What is the correct procedure? - 02/11/2009
Thanks for the help! I didn't know you could have them both on the same RO. I was always under the impression they needed to be separated. Is there something in the P&P that explains this so I can give it to the service manager?
Re: Rear Object Sensor question - 02/25/2009
I think I'd do it like you're thinking. One labor op, OLH for the rest with good comments. --I'd also re-verify with service mgr that it's not some kind of comeback or mis-diag. Almost sounds like maybe there's some component that controls all 3 that...
SCC - 08/13/2008
... claims. When inputing as a scc, portal puts the $100 deduct in. We've already spoke with a service contracts rep and was told to input like the other olfs(i.e. no coupons). Has anyone else dealt with this?...
Re: Our Technicians gave me a new name..... - 07/30/2008
I also have gotten called "warranty nazi" by my service manager, and also "Warranty Gnome". One of the guys even picked up a yard gnome statue and left it on my desk (where I display it proudly!!) Course it also helps that I have a long beard which is...
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: Tire Claim - 07/14/2008
I've already created adjustments on Global Tire. The line of thinking from service management 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...
Re: Bulletin #02-06-04-037D for Restricted/Blocked Evap Vent Path Code - 07/21/2008
I may be wrong, but I was under the impression that the prices in the "material allowance" category in any service bulletin INCLUDED all mark up, and that was the total amount you were allowed to claim in net unless it stated otherwise in the bulletin....
Re: Taking a Poll - 08/20/2008
... as an F&I Assistant (Cadillac & Oldsmobile) then in the Accountng Office (Ford). I started in a Service Dept 9 yrs ago filling in for a Cashier the Dealership had fired. The Warranty Admn started showing me "Chrysler" warranty a little at a time. The...
ARKONA anyone? - 08/25/2008
... money. We've been on their system since Oct '04. I know a lot about the parts side, some about Service, and just enough about the warranty side to keep me in trouble!!...
Re: HOURS - 08/26/2008
Our service dept is open Mon-Fri 7am-8pm & Sat 8am-5pm. I work M-F 8-5 but have been coming in at 7.
Re: HOURS - 08/26/2008
service is open 7:00 to 6pm mon-fri. 7 to 3 on sat.I work 8 to 5 mon-fri.except for the last day of month and then who knows.
Re: Increase in shuttle allowance - 08/25/2008
SAW THAT ON ADMIN MESSAGE--ABOUT TIME THEY INCREASE THAT. OUR SHUTTLE IS A FULLY LOADED SUBURBAN-DEMO THAT SERVICE INHERITED. IT COSTS A FORTUNE EACH MONTH. THIS WILL HELP:)
Re: MARK OF EXCELLENCE QUESTION - 05/29/2008
The Mark of Excellence Test is for the service advisors, but I learn a lot from them. Most of my questions are from the Policies and Procedures Manual. I always learn something new. There are two tests, one in the spring and one in the fall.
Re: Open Recalls - 04/10/2008
... them the reminder. I is especially good for generating business when it is a little slower in service by sending out several in one week. ...
Re: SUNROOF GLASS (LABOR OP ??) - 05/21/2008
... maybe B2298: Roof Lift Off Panel Replacement will work? Also I noticed there is an active service contract with GMPP for this car, depending on mileage. May not have to goodwill it....
What Would You Do? 05/08 - 05/16/2008
... factory warranty period. The customer is not a regular customer and has never had any maintenance services performed at the dealership. After reviewing the receipt it's determined the repairs were performed on a Monday afternoon during normal business...
Re: GM "STEERING SHAFT" CONCERN - 05/08/2008
With GMPP extened serviice contract our AVM would not authorize.if you try to goodwill will reject for MIC service contract found.most likely will have to submitt to GMPP.being as this is the third time in for this repair does it fall within the guide...
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: DEX-COOL PROTECTION - 04/07/2008
... 30,000 MILE MAINTENANCE, SUCH AS A COOLANT FLUSH. THUS, THIS WOULD NOT BE A GM WARRANTED COVERED SERVICE. ID 1570298...
Re: VPP CHROME PACKAGE - 05/02/2008
IF ITS THE PACKAGE I'M THINKING OF.....FOR NEW VEHICLES/PREP, THEN I BELIEVE THIS IS PREPAID THROUGH THE PARTS ACCOUNT, AND DO NOT HAVE TO BE SUBMITTED AS A CLAIM TO GENERAL MOTORS. CHECK WITH YOUR SERVICE MGR OR PARTS MGR TO BE SURE---
Re: Brake Sanding? - 05/15/2008
i would double check with tech and find out if he has any specs or if he can get any specs. if he has specs you could use the labor op H0042 and H0043 (2 jobs - have service mgr auth) and only pay a part. look at latest brake policy 00-05-22-002k
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.
It does look that way. If the tech thinks he should be paid more then what is listed I would have the tech get with the service mgr for OLH. The labor op B4010 states for Front Side Door Upper Hinge & Lower Hinge Replacement, so I would like it should...
TRANS REPLACEMENT - 03/03/2009
2006 BUICK LESABRE // IN SERVICE DATE 6/24/01 CUST CAME IN ON 2/23/09 MILES 89,508 .... WE REPLACED TRANSMISSION UNDER WARRANTY --- I AM HAVING A AS TO WHAT THE NEW WARRANTY WOULD BE (12/12 OR 3/36 OR ???)
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: What is the correct procedure? - 02/11/2009
Thanks for the help! I didn't know you could have them both on the same RO. I was always under the impression they needed to be separated. Is there something in the P&P that explains this so I can give it to the service manager?
Re: Rear Object Sensor question - 02/25/2009
I think I'd do it like you're thinking. One labor op, OLH for the rest with good comments. --I'd also re-verify with service mgr that it's not some kind of comeback or mis-diag. Almost sounds like maybe there's some component that controls all 3 that...
SCC - 08/13/2008
... claims. When inputing as a scc, portal puts the $100 deduct in. We've already spoke with a service contracts rep and was told to input like the other olfs(i.e. no coupons). Has anyone else dealt with this?...
Re: Our Technicians gave me a new name..... - 07/30/2008
I also have gotten called "warranty nazi" by my service manager, and also "Warranty Gnome". One of the guys even picked up a yard gnome statue and left it on my desk (where I display it proudly!!) Course it also helps that I have a long beard which is...
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: Tire Claim - 07/14/2008
I've already created adjustments on Global Tire. The line of thinking from service management 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...
Re: Bulletin #02-06-04-037D for Restricted/Blocked Evap Vent Path Code - 07/21/2008
I may be wrong, but I was under the impression that the prices in the "material allowance" category in any service bulletin INCLUDED all mark up, and that was the total amount you were allowed to claim in net unless it stated otherwise in the bulletin....
Re: Taking a Poll - 08/20/2008
... as an F&I Assistant (Cadillac & Oldsmobile) then in the Accountng Office (Ford). I started in a Service Dept 9 yrs ago filling in for a Cashier the Dealership had fired. The Warranty Admn started showing me "Chrysler" warranty a little at a time. The...
ARKONA anyone? - 08/25/2008
... money. We've been on their system since Oct '04. I know a lot about the parts side, some about Service, and just enough about the warranty side to keep me in trouble!!...
Re: HOURS - 08/26/2008
Our service dept is open Mon-Fri 7am-8pm & Sat 8am-5pm. I work M-F 8-5 but have been coming in at 7.
Re: HOURS - 08/26/2008
service is open 7:00 to 6pm mon-fri. 7 to 3 on sat.I work 8 to 5 mon-fri.except for the last day of month and then who knows.
Re: Increase in shuttle allowance - 08/25/2008
SAW THAT ON ADMIN MESSAGE--ABOUT TIME THEY INCREASE THAT. OUR SHUTTLE IS A FULLY LOADED SUBURBAN-DEMO THAT SERVICE INHERITED. IT COSTS A FORTUNE EACH MONTH. THIS WILL HELP:)
Re: MARK OF EXCELLENCE QUESTION - 05/29/2008
The Mark of Excellence Test is for the service advisors, but I learn a lot from them. Most of my questions are from the Policies and Procedures Manual. I always learn something new. There are two tests, one in the spring and one in the fall.
Re: Open Recalls - 04/10/2008
... them the reminder. I is especially good for generating business when it is a little slower in service by sending out several in one week. ...
Re: SUNROOF GLASS (LABOR OP ??) - 05/21/2008
... maybe B2298: Roof Lift Off Panel Replacement will work? Also I noticed there is an active service contract with GMPP for this car, depending on mileage. May not have to goodwill it....
What Would You Do? 05/08 - 05/16/2008
... factory warranty period. The customer is not a regular customer and has never had any maintenance services performed at the dealership. After reviewing the receipt it's determined the repairs were performed on a Monday afternoon during normal business...
Re: GM "STEERING SHAFT" CONCERN - 05/08/2008
With GMPP extened serviice contract our AVM would not authorize.if you try to goodwill will reject for MIC service contract found.most likely will have to submitt to GMPP.being as this is the third time in for this repair does it fall within the guide...
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: DEX-COOL PROTECTION - 04/07/2008
... 30,000 MILE MAINTENANCE, SUCH AS A COOLANT FLUSH. THUS, THIS WOULD NOT BE A GM WARRANTED COVERED SERVICE. ID 1570298...
Re: VPP CHROME PACKAGE - 05/02/2008
IF ITS THE PACKAGE I'M THINKING OF.....FOR NEW VEHICLES/PREP, THEN I BELIEVE THIS IS PREPAID THROUGH THE PARTS ACCOUNT, AND DO NOT HAVE TO BE SUBMITTED AS A CLAIM TO GENERAL MOTORS. CHECK WITH YOUR SERVICE MGR OR PARTS MGR TO BE SURE---
Re: Brake Sanding? - 05/15/2008
i would double check with tech and find out if he has any specs or if he can get any specs. if he has specs you could use the labor op H0042 and H0043 (2 jobs - have service mgr auth) and only pay a part. look at latest brake policy 00-05-22-002k
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.
Diesel Coverage Clarification - 01/07/2009
... of what year the vehicle is in regard to the deductible, but would like a list in print for our service manager if possible....
Re: IPC on 04 Trailblazer - 01/20/2009
We just had an 04 Trailblazer in for IPC gauges stuck. My service manager goodwilled the claim. Vehicle was still in empowerment range.
Re: CUSTOMERS SIGNATURES - 01/20/2009
... 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 state the reason and sign the repair order. Any alternative customer concern/...
Re: NEED HELP RESOLVING A QUESTION - 02/04/2009
THE TIME FOR THE OIL CHANGE ISN'T REALLY AN ISSUE, IT'S ONLY .2 PUT IN OLH W/SERVICE MNGR SIGNATURE. WHERE THE AVM COMES IN IS IN THE EXTRA PARTS. THAT'S FOR THE REASON FOR THE H ROUTE. JUST HAVE A CLEAR STORY WHY EXTRA WAS DONE AND IT SHOULD GET PAID...
Re: Lay Offs - 01/29/2009
We, in service, have busy days and slow days, Sales are very slow. Starting to see stores closing around us too. Hoping for the best. I work for a large dealer group and do warranty for 3 stores, 2 GM, 1 Dodge. Ken need and help just give me a shout.
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...
QUESTION: WARRANTY REPAIR OLH - 01/19/2009
I HAVE AN ON-GOING BATTLE BETWEEN MY: SERVICE MANAGER, TECHS & GM REP...... ON WARRANTY RO'S - MY TECHS FEEL IF THEY HAVE PUNCHED .3 FOR DIAG & REPAIR PAYS 1.8 + .3 DIAG - BUT THEY ONLY HAVE 1.5 TO REPAIR (TECHS FEEL THE SHOULD GET THE 1.8)-- BUT IT SEEMS...
Re: CUP HOLDERS - 12/22/2008
Wow, loads of information there.... tell your service advisor they need to work on their write up! Cust states...., tech needs to verify and document cause & correction. LOL!
Re: How is business? - 12/03/2008
I'm in central Texas and our business has slowed. Sales is not so good. Service is erratic...most days slow and some days busy. In our area, all automotive has slowed. It's not just us.
Warranty Admin. job description - 12/04/2008
Does anyone know if GM has an explanation of Warranty Administrator duties, or do your think each Dealership has thier own rules? I'm battling with my service manager...anyone else have this problem?????
Re: Warranty Admin. job description - 12/04/2008
well..the problem Im having is my service manager gets upset when I double check warranty repair orders. In our dealership he adds labor ops and approves repair orders, however if I wouldnt double check repair orders most would come back rejected. Im...
How would you handle ??? - 12/16/2008
... now heard" so we replaced the ring & pinion # F2383 4.5...... the tech has a total of 6.5hrs // my service manager insists coding as # F2383 4.5 with OLH for brgs & seals which totals 7.4, my gm rep never seems to pay any OLH if line totals more than...
Re: GlobalConnect inop - 09/29/2008
I HEAR YA THERE!! MY TECHS AND SERVICE ADVISOR'S ARE IN A TIZZY TODAY. AFTER SIGN IN, IT SHOULD ASK YOU WHAT COUNTRY YOU WANT. ENTER THE U.S. AND IT SHOULD SEND YOU TO A SCALED DOWN VERSION OF DEALERWORLD BUT YOU SHOULD BE ABLE TO ACCESS EVERYTHING...
Re: MOE TEST ON GM TRAINING - 09/15/2008
WE FOUND THE ANSWER TO BE (A)- DCES. OUR SERVICE MANAGER WITH HELP OF REP FROM GM FOUND THE ANSWER. I AM NOT SURE WHERE. WE ANSWERED DCES AND IT WAS CORRECT.
Re: SO does not exist. - 10/31/2008
What system are you on? I am on R&R and my service orders are only retained for 5 days. When I have one that is closed, has not paid and is not in Warranty Maitnance I manually create a copy. You may also use wins e claim to manually generate the order...
Re: Rental Cars - 10/20/2008
... there will be no reimbursement (extenuating circumstances should be reviewed with your Area Service Manager if a GM vehicle cannot be found) The maximum vehicle rental reimbursement period is 5 days with service management authorization. Wholesale authorization...
How is business? - 11/18/2008
I live in northern Michigan and was just wondering what the rest of the country is doing as far as sales & service. We seem to be bad slump but at the same time people are fixing cars instead of replacing them,but not at the rate that it was even 6 months...
Re: Warranty Admin. job description - 12/04/2008
i try my best here but my comptroller isnt any help whatsoever and the owner of the place lets service manager have the final say...real fun place to work some days...i dont back down when i know im in the right though..just hope it doesnt make me lo...
Re: GMPP-BULLETIN (CLAIM REJECT CLERIFICATION) - 12/05/2008
I have had gmpp pay for a labor op out of a bulletin. I had one just yesterday for labor op N9561. Service 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...
Re: How is business? - 11/18/2008
... Va), I can't really speak for sales except that we are not selling like we used to sell. Service has it's ups and downs but seems like COD is still higher compared to Warranty for some reason but still not great. I think the company will start laying...
Re: Where is everyone? - 11/19/2008
We lost 25 people last week to lay offs. We consolidated 2 service departments into one & moved all Honda techs & equipment into one building.Things are tight,but if you consided the alternative,it could be worse.I believe that it is not what happens...
Re: How is business? - 11/19/2008
I live and work in southern Michigan. Our sales and service are slow. We have not yet had to lay anyone off. I've been doing other jobs to keep busy at the dealership. It so hard to see what the future holds for our industry.
Re: How is business? - 11/19/2008
wE ARE IN THE CALIFORNIA (BAY AREA) - ALOT OF DEALERS HAVE CLOSED UP AROUND US, SO OUR SERVICE DEPT HAS PICKED UP ALITTLE WE HAVE HIRED 2-NEW TECHS .... AS FAR AS SALES: WERE NOT SELLING MUCH EXCEPT USED / SEEMS EVERYONE IS FIXING WHAT THEY HAVE RIG...
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.
Warranty Coverage - 08/04/2021
... GM's bumper-to-bumper warranty is comprehensive, there are exclusions in coverage. Maintenance services are the owner's responsibility. There are, however, circumstances when a maintenance component can be considered defective not worn out or part of...
... of what year the vehicle is in regard to the deductible, but would like a list in print for our service manager if possible....
Re: IPC on 04 Trailblazer - 01/20/2009
We just had an 04 Trailblazer in for IPC gauges stuck. My service manager goodwilled the claim. Vehicle was still in empowerment range.
Re: CUSTOMERS SIGNATURES - 01/20/2009
... 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 state the reason and sign the repair order. Any alternative customer concern/...
Re: NEED HELP RESOLVING A QUESTION - 02/04/2009
THE TIME FOR THE OIL CHANGE ISN'T REALLY AN ISSUE, IT'S ONLY .2 PUT IN OLH W/SERVICE MNGR SIGNATURE. WHERE THE AVM COMES IN IS IN THE EXTRA PARTS. THAT'S FOR THE REASON FOR THE H ROUTE. JUST HAVE A CLEAR STORY WHY EXTRA WAS DONE AND IT SHOULD GET PAID...
Re: Lay Offs - 01/29/2009
We, in service, have busy days and slow days, Sales are very slow. Starting to see stores closing around us too. Hoping for the best. I work for a large dealer group and do warranty for 3 stores, 2 GM, 1 Dodge. Ken need and help just give me a shout.
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...
QUESTION: WARRANTY REPAIR OLH - 01/19/2009
I HAVE AN ON-GOING BATTLE BETWEEN MY: SERVICE MANAGER, TECHS & GM REP...... ON WARRANTY RO'S - MY TECHS FEEL IF THEY HAVE PUNCHED .3 FOR DIAG & REPAIR PAYS 1.8 + .3 DIAG - BUT THEY ONLY HAVE 1.5 TO REPAIR (TECHS FEEL THE SHOULD GET THE 1.8)-- BUT IT SEEMS...
Re: CUP HOLDERS - 12/22/2008
Wow, loads of information there.... tell your service advisor they need to work on their write up! Cust states...., tech needs to verify and document cause & correction. LOL!
Re: How is business? - 12/03/2008
I'm in central Texas and our business has slowed. Sales is not so good. Service is erratic...most days slow and some days busy. In our area, all automotive has slowed. It's not just us.
Warranty Admin. job description - 12/04/2008
Does anyone know if GM has an explanation of Warranty Administrator duties, or do your think each Dealership has thier own rules? I'm battling with my service manager...anyone else have this problem?????
Re: Warranty Admin. job description - 12/04/2008
well..the problem Im having is my service manager gets upset when I double check warranty repair orders. In our dealership he adds labor ops and approves repair orders, however if I wouldnt double check repair orders most would come back rejected. Im...
How would you handle ??? - 12/16/2008
... now heard" so we replaced the ring & pinion # F2383 4.5...... the tech has a total of 6.5hrs // my service manager insists coding as # F2383 4.5 with OLH for brgs & seals which totals 7.4, my gm rep never seems to pay any OLH if line totals more than...
Re: GlobalConnect inop - 09/29/2008
I HEAR YA THERE!! MY TECHS AND SERVICE ADVISOR'S ARE IN A TIZZY TODAY. AFTER SIGN IN, IT SHOULD ASK YOU WHAT COUNTRY YOU WANT. ENTER THE U.S. AND IT SHOULD SEND YOU TO A SCALED DOWN VERSION OF DEALERWORLD BUT YOU SHOULD BE ABLE TO ACCESS EVERYTHING...
Re: MOE TEST ON GM TRAINING - 09/15/2008
WE FOUND THE ANSWER TO BE (A)- DCES. OUR SERVICE MANAGER WITH HELP OF REP FROM GM FOUND THE ANSWER. I AM NOT SURE WHERE. WE ANSWERED DCES AND IT WAS CORRECT.
Re: SO does not exist. - 10/31/2008
What system are you on? I am on R&R and my service orders are only retained for 5 days. When I have one that is closed, has not paid and is not in Warranty Maitnance I manually create a copy. You may also use wins e claim to manually generate the order...
Re: Rental Cars - 10/20/2008
... there will be no reimbursement (extenuating circumstances should be reviewed with your Area Service Manager if a GM vehicle cannot be found) The maximum vehicle rental reimbursement period is 5 days with service management authorization. Wholesale authorization...
How is business? - 11/18/2008
I live in northern Michigan and was just wondering what the rest of the country is doing as far as sales & service. We seem to be bad slump but at the same time people are fixing cars instead of replacing them,but not at the rate that it was even 6 months...
Re: Warranty Admin. job description - 12/04/2008
i try my best here but my comptroller isnt any help whatsoever and the owner of the place lets service manager have the final say...real fun place to work some days...i dont back down when i know im in the right though..just hope it doesnt make me lo...
Re: GMPP-BULLETIN (CLAIM REJECT CLERIFICATION) - 12/05/2008
I have had gmpp pay for a labor op out of a bulletin. I had one just yesterday for labor op N9561. Service 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...
Re: How is business? - 11/18/2008
... Va), I can't really speak for sales except that we are not selling like we used to sell. Service has it's ups and downs but seems like COD is still higher compared to Warranty for some reason but still not great. I think the company will start laying...
Re: Where is everyone? - 11/19/2008
We lost 25 people last week to lay offs. We consolidated 2 service departments into one & moved all Honda techs & equipment into one building.Things are tight,but if you consided the alternative,it could be worse.I believe that it is not what happens...
Re: How is business? - 11/19/2008
I live and work in southern Michigan. Our sales and service are slow. We have not yet had to lay anyone off. I've been doing other jobs to keep busy at the dealership. It so hard to see what the future holds for our industry.
Re: How is business? - 11/19/2008
wE ARE IN THE CALIFORNIA (BAY AREA) - ALOT OF DEALERS HAVE CLOSED UP AROUND US, SO OUR SERVICE DEPT HAS PICKED UP ALITTLE WE HAVE HIRED 2-NEW TECHS .... AS FAR AS SALES: WERE NOT SELLING MUCH EXCEPT USED / SEEMS EVERYONE IS FIXING WHAT THEY HAVE RIG...
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.
Warranty Coverage - 08/04/2021
... GM's bumper-to-bumper warranty is comprehensive, there are exclusions in coverage. Maintenance services are the owner's responsibility. There are, however, circumstances when a maintenance component can be considered defective not worn out or part of...
Transportation Transactions: Submissions - 02/24/2021
... correct the error and there is a strong likelihood that the transaction will not get paid. If the service agent changes the damage code after the fact to align with the labor operation, the transaction will initially pay but will most likely be debited...
PDI's - 09/19/2007
Our area rep came in and did a PDI audit. Does anyone know where in the Policy and Procedure manual it states that the work order has to be signed by the service manager? I know he has to sign the PDI form itself, but the hard copy??????????
Forum - 09/19/2007
Your Service Manager/Director should have obtained some paperwork from the meeting in regards to the new goodwill guidelines. Check with him/her and see if they have the information. This paperwork explains everything and is very "user friendly"
Forum - 09/19/2007
The District Service Manager must authorize the use of a non-branded windshield. I would imagine that the void statement in the IDL refers to subsequent replacements of that non-branded windshield, there would not be any GM warranty on that component...
Management Authorizations - 09/19/2007
How often do you have to give RO's to your service manager for authorizations not recieved when they should have been? (Does your svc mgr auth while the work is in process or after you receive the RO)
Other Labor Hours - 03/06/2023
... pays; there must be a solid, specific reason clearly spelled out to justify the time paid. Service management authorization is required on the job card in the form of an explanation, date, time, signature/initials and is required prior to job card submission. The...
Chevrolet Buick GMC CPO Maintenance Program - 08/05/2022
... as a ZREG transaction with labor operations 0600213. There are a few key points to keep in mind Service Agents must use genuine GM parts and fluids. The program includes two maintenance visits. Maintenance visit details are available in IVH. Best Practice:...
The Policy Evaluation Tool - 06/13/2023
... stored for a period of 6 months. Enter the agreed upon participation amount in the customer and/or service agent participation field of the transaction as a positive number. The transaction will be reduced by this amount and pay the dealer net (total...
Missed Revenue - Parts Expediting - 02/02/2022
When it comes to revenue in your service department, every dollar counts. Warranty claims processing is a system of codes, additional steps, and sometimes infrequent occurrences that involve other departments providing the right information, and because...
Forum - 09/19/2007
So, would we put the sublet amount in net amount or total labor? Also, admin amount would that go in total labor or net amount. One more question would we use our service manager as the Tech.( i think we do but not for sure)
Forum - 09/19/2007
We here at my service dept pull a vis on every single vech that comes in if we can. It helps alot and prevents added on operations in the end
TIRE PRESSURE MONITOR - 11/14/2007
Service tire message is displayed. Sensors need to be relearned 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 really did happen! - 11/01/2007
... backseat out and remove the waste and detail the vehicle. We politely said we don't offer detail services....
Sublet Repairs (Policy S) - 11/09/2007
... administrative allowance in conjunction with a warranty repair through a sublet to a qualified service facility. The operation is also eligible for an additional 0.3 hours administrative allowance (total of 0.5 hrs) only when the repairs are completed...
Sublet - 11/09/2007
The time allowances are for subletting the repair to an outside facility or through an Electronic Service Center. The $20 net item allowance pertains to electronic components - radios & clusters.
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...
Warranty Claim - 10/12/2007
General Motors does not allow the technician to assign the labor operation and labor time from the Labor Time Guide. Service management is responsible for ensuring that the correct labor operation and labor time is documented on the repair order.
Labor Op Time Change - 10/23/2007
... 19-00-01-05, previously paid 3.1 hours. The time was reduced due to an improved and simplified service procedure for the remove and install of the gear. Always check QuickLOP in DealerCONNECT for the most current labor time for the repair(s) perform...
Dealer World - 10/25/2007
Im lucky to have good techs who put DTC codes and bulletin numbers on RO's.under service/manual bulletins I will put in DTC or as example, module,shaft, seal ect.in search box and it will pull a list of bulletins.also there are alot of labor ops not listed...
50/50 split guidlines - 01/04/2008
... on has it set so warranty is at warranty rates and customer portion is at customer rates. My Service Manager insists that all dealers do it this way, but I was sure that GM says you are not allowed to make money from the customer on Goodwill splits....
GMPP Deductible Override - 11/30/2007
The service manager does have the ability to override the GMPP deduct. Consider though that the bulletin repair is only warrantable within the term of the new vehicle warranty, it does not offer any type of warranty extension. The intermediate shaft is...
Re: ADMINISTRATIVE ALLOWANCES - 01/22/2008
I USE ADP AND I SET UP A LABOR OP "ADMIN". MY SERVICE ADVISORS NOW PUT THAT ON ANY TICKET THAT NEEDS IT, IF THEY FORGET...I ADD THE LINE. IT'S GREAT!
Re: Power Train Labor Ops - 01/10/2008
Check out Doc ID #1879343 for the Powertrain Coverage Table. It gives the powertrain labor ops. I printed out the list twice. I made folders for them and put one in the Service Booth and kept the other with my warranty information.
Stock Vehicle & NPF ...& OLH - 01/18/2008
... are encountered which would require other labor hours: • The technician is to contact service management for approval prior to the work being performed. • Service management approval is required for the technician to proceed on a other labor hours...
Re: TRANSPORTATION CLAIMS - 01/21/2008
ADP - I FOUND SOME INFORMATION IN THE SERVICE POICIES AND PROCEDURES MANUAL, ARTICLE 2.1. I THOUGHT THERE WOULD HAVE BEEN A BULLETIN THAT OUTLINED TRANSPORTATION CLAIMS, BUT I CAN'T FIND ONE.
... correct the error and there is a strong likelihood that the transaction will not get paid. If the service agent changes the damage code after the fact to align with the labor operation, the transaction will initially pay but will most likely be debited...
PDI's - 09/19/2007
Our area rep came in and did a PDI audit. Does anyone know where in the Policy and Procedure manual it states that the work order has to be signed by the service manager? I know he has to sign the PDI form itself, but the hard copy??????????
Forum - 09/19/2007
Your Service Manager/Director should have obtained some paperwork from the meeting in regards to the new goodwill guidelines. Check with him/her and see if they have the information. This paperwork explains everything and is very "user friendly"
Forum - 09/19/2007
The District Service Manager must authorize the use of a non-branded windshield. I would imagine that the void statement in the IDL refers to subsequent replacements of that non-branded windshield, there would not be any GM warranty on that component...
Management Authorizations - 09/19/2007
How often do you have to give RO's to your service manager for authorizations not recieved when they should have been? (Does your svc mgr auth while the work is in process or after you receive the RO)
Other Labor Hours - 03/06/2023
... pays; there must be a solid, specific reason clearly spelled out to justify the time paid. Service management authorization is required on the job card in the form of an explanation, date, time, signature/initials and is required prior to job card submission. The...
Chevrolet Buick GMC CPO Maintenance Program - 08/05/2022
... as a ZREG transaction with labor operations 0600213. There are a few key points to keep in mind Service Agents must use genuine GM parts and fluids. The program includes two maintenance visits. Maintenance visit details are available in IVH. Best Practice:...
The Policy Evaluation Tool - 06/13/2023
... stored for a period of 6 months. Enter the agreed upon participation amount in the customer and/or service agent participation field of the transaction as a positive number. The transaction will be reduced by this amount and pay the dealer net (total...
Missed Revenue - Parts Expediting - 02/02/2022
When it comes to revenue in your service department, every dollar counts. Warranty claims processing is a system of codes, additional steps, and sometimes infrequent occurrences that involve other departments providing the right information, and because...
Forum - 09/19/2007
So, would we put the sublet amount in net amount or total labor? Also, admin amount would that go in total labor or net amount. One more question would we use our service manager as the Tech.( i think we do but not for sure)
Forum - 09/19/2007
We here at my service dept pull a vis on every single vech that comes in if we can. It helps alot and prevents added on operations in the end
TIRE PRESSURE MONITOR - 11/14/2007
Service tire message is displayed. Sensors need to be relearned 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 really did happen! - 11/01/2007
... backseat out and remove the waste and detail the vehicle. We politely said we don't offer detail services....
Sublet Repairs (Policy S) - 11/09/2007
... administrative allowance in conjunction with a warranty repair through a sublet to a qualified service facility. The operation is also eligible for an additional 0.3 hours administrative allowance (total of 0.5 hrs) only when the repairs are completed...
Sublet - 11/09/2007
The time allowances are for subletting the repair to an outside facility or through an Electronic Service Center. The $20 net item allowance pertains to electronic components - radios & clusters.
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...
Warranty Claim - 10/12/2007
General Motors does not allow the technician to assign the labor operation and labor time from the Labor Time Guide. Service management is responsible for ensuring that the correct labor operation and labor time is documented on the repair order.
Labor Op Time Change - 10/23/2007
... 19-00-01-05, previously paid 3.1 hours. The time was reduced due to an improved and simplified service procedure for the remove and install of the gear. Always check QuickLOP in DealerCONNECT for the most current labor time for the repair(s) perform...
Dealer World - 10/25/2007
Im lucky to have good techs who put DTC codes and bulletin numbers on RO's.under service/manual bulletins I will put in DTC or as example, module,shaft, seal ect.in search box and it will pull a list of bulletins.also there are alot of labor ops not listed...
50/50 split guidlines - 01/04/2008
... on has it set so warranty is at warranty rates and customer portion is at customer rates. My Service Manager insists that all dealers do it this way, but I was sure that GM says you are not allowed to make money from the customer on Goodwill splits....
GMPP Deductible Override - 11/30/2007
The service manager does have the ability to override the GMPP deduct. Consider though that the bulletin repair is only warrantable within the term of the new vehicle warranty, it does not offer any type of warranty extension. The intermediate shaft is...
Re: ADMINISTRATIVE ALLOWANCES - 01/22/2008
I USE ADP AND I SET UP A LABOR OP "ADMIN". MY SERVICE ADVISORS NOW PUT THAT ON ANY TICKET THAT NEEDS IT, IF THEY FORGET...I ADD THE LINE. IT'S GREAT!
Re: Power Train Labor Ops - 01/10/2008
Check out Doc ID #1879343 for the Powertrain Coverage Table. It gives the powertrain labor ops. I printed out the list twice. I made folders for them and put one in the Service Booth and kept the other with my warranty information.
Stock Vehicle & NPF ...& OLH - 01/18/2008
... are encountered which would require other labor hours: • The technician is to contact service management for approval prior to the work being performed. • Service management approval is required for the technician to proceed on a other labor hours...
Re: TRANSPORTATION CLAIMS - 01/21/2008
ADP - I FOUND SOME INFORMATION IN THE SERVICE POICIES AND PROCEDURES MANUAL, ARTICLE 2.1. I THOUGHT THERE WOULD HAVE BEEN A BULLETIN THAT OUTLINED TRANSPORTATION CLAIMS, BUT I CAN'T FIND ONE.
GM CERTIFIED Please help - 02/27/2008
Hi guys....I need your help again. Everytime my service advisors have a GM Certified car they come and ask me if such and such is covered? Is there somewhere I can find information on GM Certified warranty? Does it mimic the regular GM 3/36 warran...
Re: GM CERTIFIED - 02/27/2008
... THE SAME AS 36/36K. iT IS SUBMITTED JUST LIKE NEW VEH WARR. iF IT SHOWS UP AS A 3/3K AND AS A SERVICE CONTRACT YOU CAN CALL IT TO GMPP AS THE CLAIM IS ACTUALLY GOING THROUGH THEM. THIS INFO CAN BE FOUND ON VIS ...
Re: FUEL COMPOSITION - 03/04/2008
Does the suburban fall under the E85 VFFS service update? There is an opcode for reprogramming the ecm for that. What did the tech do?
Re: COMPLAINT & FAIL CODES - 03/28/2008
my service writers have a copy of the complaint codes to help with that before it gets to me. the will ptu the code next to the cust complaint then i just double check it.the techs also do the same for me about the failure codes.
Re: Quantity of Claims Submitted & Other Duties - 03/19/2008
... order parts,rental payables,tech time,extended warranty claims,overseeing the billing/cashiering,service reminders and other little miscellaneous things that come up....
Re: POWER RELEASE LIFTGATE LATCH - 03/21/2008
I don't have ADP either. We use Autosoft(ASI) but we are still using Warranty Wizard. It is totally separate from the service writing/submitting software. They will send you an installation cd and then each month you will get an update. I can pull up...
Re: DEALERTRACK - 01/14/2016
There is alot of room for error with the system. 1. Warranty, Service Contract, Policy's have to be closed twice. 1st round of paperwork will say void on them. I call it the Johnny 2 time system! :) 2. Service contract copies for some reason do not...
Emissions Warranty - 03/03/2016
I am having trouble with my service advisors understanding the different emissions warranty. Can anyone tell me a super simple way of explaining these warranties (PZEV Emission Limited, Emission Select and Emission Limited)to my advisors-They are dr...
Re: Rejection Code - 02/11/2016
That has happened to me before when by mistake I've entered a GMC or Buick service maintenance under the LOP for a Chevy maintenance. Chevy is 0600723 and GMC is 0600743.
Re: TECH FOUND PART DAMAGED WHEN PACKAGE WAS OPENED - 02/22/2016
... on the vehicle, or sale over the counter, are to be returned to GM Parts for credit." "GM Service Agents are to submit an Application for Authorization to Return Material via RAPID, or a PC 659 via mail for non-RAPID Service Agents." "A warranty transaction...
Re: What Would You Do - 12/15 - 01/06/2016
There were no more service intervals left and so therefore the expense would have to be absorbed by the dealer. Very important for the advisor to check the IVH.
Re: Over The Counter Parts Warranty - 01/28/2016
I was instructed to use the service manager's or directors GMIN for both the advisor and the tech when submitting an over the counter parts warranty. I'll have to see if I can find the info, but that's what I do too.
Re: Over The Counter Parts Warranty - 01/28/2016
I called the DBC yesterday and that is what they informed me, is to used the Service Director/Manager's GMIN for Advisor and Technician. Thank you so much for your response!!
Re: Global Reset-Radio - 09/17/2015
Go into Service Information and you can either do a Document search for Doc ID 1767549 or input the proper information for your vehicle and search for the word "reset" and click on Electrical and Powertrain Controls - Labor Only - Labor Codes.
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: CAM-02 Report - 11/23/2015
So I have found this form as stated in "service forms", however, it won't let me modify the text that is already pre-filled on the form in light grey (where it says click here to enter text!). And when you print it out it still has the light grey text...
Re: Transmission Types - 12/28/2015
In vehicle build, get the code (ex:MX0). Then go into SI under "service manual/bulletins" Go into "general information", and "general information" again. Select "RPO code list" and look up the code (MXO for example). There you will find what you are ...
Forum - 09/02/2016
... stamp and they use that? We have a new scheduler who puts everything under cp and a new service advisor who needs a lot of training too, and this has been very frustrating as it's yet another thing to keep my eyes open for. It would be great...
Added Warranty Lines - 08/31/2016
... 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, just wondering if we're the only ones out there that...
Re: Printing IVH at job card write up - 05/13/2016
Thanks for the responses. We use the Service Workbench and MPVI through GM and print the Workbench Dashboard, just wondered if anyone was doing anything electronically without having to print and scan. Thanks again!
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..
Re: DEALERTRACK - 06/22/2016
Our service advisors are supposed to "build the service contract within the system" Numerous times I just do it myself so I don't have 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....
Brake Warranty Documentation - 05/25/2016
... on to state "pads that are excessively worn unevenly may be considered as a warranty repair, and service agents should consider warranty coverage for worn brake pads up to 24,000 miles. Submit as a customer enthusiasm transaction with service management...
Re: DEALERTRACK - 05/09/2016
... side of things dealertrack is better than Reynolds, but everyday I want Reynolds back for my service/warranty side of things. I finally gave up trying to do both positions any longer and went to just doing warranty....
Re: CORE CHARGE - 03/03/2016
... us and bring up our "net item". We've had trouble getting that where we want it and our former service director told me it doesn't go against us. TYIA...
Hi guys....I need your help again. Everytime my service advisors have a GM Certified car they come and ask me if such and such is covered? Is there somewhere I can find information on GM Certified warranty? Does it mimic the regular GM 3/36 warran...
Re: GM CERTIFIED - 02/27/2008
... THE SAME AS 36/36K. iT IS SUBMITTED JUST LIKE NEW VEH WARR. iF IT SHOWS UP AS A 3/3K AND AS A SERVICE CONTRACT YOU CAN CALL IT TO GMPP AS THE CLAIM IS ACTUALLY GOING THROUGH THEM. THIS INFO CAN BE FOUND ON VIS ...
Re: FUEL COMPOSITION - 03/04/2008
Does the suburban fall under the E85 VFFS service update? There is an opcode for reprogramming the ecm for that. What did the tech do?
Re: COMPLAINT & FAIL CODES - 03/28/2008
my service writers have a copy of the complaint codes to help with that before it gets to me. the will ptu the code next to the cust complaint then i just double check it.the techs also do the same for me about the failure codes.
Re: Quantity of Claims Submitted & Other Duties - 03/19/2008
... order parts,rental payables,tech time,extended warranty claims,overseeing the billing/cashiering,service reminders and other little miscellaneous things that come up....
Re: POWER RELEASE LIFTGATE LATCH - 03/21/2008
I don't have ADP either. We use Autosoft(ASI) but we are still using Warranty Wizard. It is totally separate from the service writing/submitting software. They will send you an installation cd and then each month you will get an update. I can pull up...
Re: DEALERTRACK - 01/14/2016
There is alot of room for error with the system. 1. Warranty, Service Contract, Policy's have to be closed twice. 1st round of paperwork will say void on them. I call it the Johnny 2 time system! :) 2. Service contract copies for some reason do not...
Emissions Warranty - 03/03/2016
I am having trouble with my service advisors understanding the different emissions warranty. Can anyone tell me a super simple way of explaining these warranties (PZEV Emission Limited, Emission Select and Emission Limited)to my advisors-They are dr...
Re: Rejection Code - 02/11/2016
That has happened to me before when by mistake I've entered a GMC or Buick service maintenance under the LOP for a Chevy maintenance. Chevy is 0600723 and GMC is 0600743.
Re: TECH FOUND PART DAMAGED WHEN PACKAGE WAS OPENED - 02/22/2016
... on the vehicle, or sale over the counter, are to be returned to GM Parts for credit." "GM Service Agents are to submit an Application for Authorization to Return Material via RAPID, or a PC 659 via mail for non-RAPID Service Agents." "A warranty transaction...
Re: What Would You Do - 12/15 - 01/06/2016
There were no more service intervals left and so therefore the expense would have to be absorbed by the dealer. Very important for the advisor to check the IVH.
Re: Over The Counter Parts Warranty - 01/28/2016
I was instructed to use the service manager's or directors GMIN for both the advisor and the tech when submitting an over the counter parts warranty. I'll have to see if I can find the info, but that's what I do too.
Re: Over The Counter Parts Warranty - 01/28/2016
I called the DBC yesterday and that is what they informed me, is to used the Service Director/Manager's GMIN for Advisor and Technician. Thank you so much for your response!!
Re: Global Reset-Radio - 09/17/2015
Go into Service Information and you can either do a Document search for Doc ID 1767549 or input the proper information for your vehicle and search for the word "reset" and click on Electrical and Powertrain Controls - Labor Only - Labor Codes.
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: CAM-02 Report - 11/23/2015
So I have found this form as stated in "service forms", however, it won't let me modify the text that is already pre-filled on the form in light grey (where it says click here to enter text!). And when you print it out it still has the light grey text...
Re: Transmission Types - 12/28/2015
In vehicle build, get the code (ex:MX0). Then go into SI under "service manual/bulletins" Go into "general information", and "general information" again. Select "RPO code list" and look up the code (MXO for example). There you will find what you are ...
Forum - 09/02/2016
... stamp and they use that? We have a new scheduler who puts everything under cp and a new service advisor who needs a lot of training too, and this has been very frustrating as it's yet another thing to keep my eyes open for. It would be great...
Added Warranty Lines - 08/31/2016
... 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, just wondering if we're the only ones out there that...
Re: Printing IVH at job card write up - 05/13/2016
Thanks for the responses. We use the Service Workbench and MPVI through GM and print the Workbench Dashboard, just wondered if anyone was doing anything electronically without having to print and scan. Thanks again!
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..
Re: DEALERTRACK - 06/22/2016
Our service advisors are supposed to "build the service contract within the system" Numerous times I just do it myself so I don't have 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....
Brake Warranty Documentation - 05/25/2016
... on to state "pads that are excessively worn unevenly may be considered as a warranty repair, and service agents should consider warranty coverage for worn brake pads up to 24,000 miles. Submit as a customer enthusiasm transaction with service management...
Re: DEALERTRACK - 05/09/2016
... side of things dealertrack is better than Reynolds, but everyday I want Reynolds back for my service/warranty side of things. I finally gave up trying to do both positions any longer and went to just doing warranty....
Re: CORE CHARGE - 03/03/2016
... us and bring up our "net item". We've had trouble getting that where we want it and our former service director told me it doesn't go against us. TYIA...
Re: Transmission diagnostic worksheet? - 09/02/2015
... printout, diagnostic worksheets, delivery receipt, test equipment printouts." (If you look in Service P&P 3.3.2 under 'supporting documentation' it will state the same terminology.) I've always interpreted that as GM is just using a general term to...
Re: new vehicle open recalls - 09/08/2015
... all inventory weekly to see if any open recalls to keep everything up to date. when I use the service update bulletins vins for previous 100 days, it not pulling all the open recalls. Open for suggestions on how everyone is keeping the recalls completed...
Re: new vehicle open recalls - 09/10/2015
on global connect go into your APS scroll down to service there you will find an ap for Field Action Inventory Reports for both new and used cars just download them. hope this helps you
Re: new global connect - 09/03/2015
That is great! I was wondering where the old messages would be. The new messages are under the Departments tab, Service, Headlines, View All. Liked the old format much better but whatcha gonna do..
Re: Claim $$ we could be missing... - 08/25/2015
All of our delivered vehicles need washer fluid fills. Our Washer fluid comes in concentrate and once mixed will service 55 vehicles. We add $1.74 per each PDI where this fluid has been added to the vehicle.
Re: Transmission diagnostic worksheet? - 08/31/2015
Do you mean the concern verification worksheets? If so, they're in Service Forms, about the 7th bar down from the top. It also lists bulletin numbers although I haven't double checked them.
Re: Claim $$ we could be missing... - 08/11/2015
... is a concentrated solution and depending on the time of the year and the climate one bottle could service 5 to 6 vehicles. I am wondering what everyone thinks, should we be claiming a full bottle on each PDI when a full bottle is not being used?...
PIE information - 08/17/2015
I might be missing something, but how do you look up service information off a vehicle history? In particular, looking for PIE0318, with a posting date of 01/05/2015. I cannot locate the supporting document(s) anywhere and have been looking for a while...
Re: What Would You Do - 08/15 - 08/18/2015
I believe it would be correct 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...
Seal Part Warranty - 08/11/2015
... But once again, can't find it! Did the warranty change on these? For some reason both my service manager and I believe the time limit has been reduced. It was 6 months before you could claim a parts warranty, still the same?...
GMIN NUMBERS - 07/17/2015
Hello again! We have a new service advisor who had previously worked at a different GM dealer and therefore had a GMIN. He does not know it and no one seems to be able to obtain it, does anyone know how to get hold of someone's GMIN? We've called the...
What Would You Do - 07/15 - 06/30/2015
... performed a road test. Other labor hours were documented by technician time documentation and by service management authorization, due to the time necessary to remove and reinstall the transmission to repair the starter wire. The warranty administrator...
bulletin PIT5313C PAINT - 05/18/2015
IS ANYONE DOING PAINT REPAIRS PER THIS BULLETIN ? PROBLEM I AM HAVING IS MY SERVICE MANAGER IS WANTING TO REPAIR BELOW THE ANTI CHIP AREA AND I HAVE NO IDEA WHAT ITS CALLED OR IS THIS PART OF THE DOOR ? ANY HELP IS APPRECIATED THANKS
Re: GMIN NUMBERS - 07/23/2015
Thanks, my service manager is trying to avoid having the 2nd number. Not sure why this is so difficult. You would think if you gave them his social, they would be able to give you his GMIN.
2015 and 2 Year Maintenance - 03/19/2015
I haven't come across this until today, but one of my advisors billed a 2015 Malibu service to warranty but on the VIS, the vehicle doesn't include it in the list of applicable warranties. Did I miss something? I thought ALL new vehicles came with the...
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?
Submitting Transmission parts warranty. - 04/08/2015
I have a claim where we are parts warranty a transmission still in their 3 year / 100,000 mile warranty. It is rejecting stating out of parts warranty. Do I proceed with having service manager sign off on Policy adjustment "A"?
Re: Closest labor operation - 04/16/2015
That is a closest to op code. It would be submitted in olh with actual clock time which you say is 0.3 . It would also require service manager auth e with explanation,date and time.
Re: RECALL 14116 POWER STEERING TORQUE SENSOR - 04/21/2015
... calibrate. I ran it as a parts warranty with the tech giving a good explanation of the failure. Service manager oked the repair and i had no problem getting it paid. I felt this was no different than any other parts warranty claim....
Special Policy with a Blocked Title - 04/28/2015
My service advisor asked if a special coverage is allowed to be performed with blocked title. I could swear I just read somewhere in JL that they are allowed to be performed with a blocked title but I submitted it and it kicked back. Help! I know recalls...
Forum - 03/27/2017
One concern with separate causes: handle as two separate transactions, using the labor operation applicable to each failed (causal) component. Service management authorization for repeat (pyramiding) repairs.
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...
RECALIBRATIONS AND SOFTWARE UPDATES - 09/23/2016
... to always list them is an ongoing problem. I just want to make sure that before I get the service manager involved and have him approach the techs that there should be a WCC code for each upgrade/recalibration.Thanks, Carol ...
Forum - 02/20/2017
How do you know what is your monthly amount of warranty? Are you going off of what is in the Service Agent Analysis Summary Report or by a report that your dealership accounting does? I havent had a raise since I started this job. The...
Forum - 02/20/2017
My service manager must 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...
... printout, diagnostic worksheets, delivery receipt, test equipment printouts." (If you look in Service P&P 3.3.2 under 'supporting documentation' it will state the same terminology.) I've always interpreted that as GM is just using a general term to...
Re: new vehicle open recalls - 09/08/2015
... all inventory weekly to see if any open recalls to keep everything up to date. when I use the service update bulletins vins for previous 100 days, it not pulling all the open recalls. Open for suggestions on how everyone is keeping the recalls completed...
Re: new vehicle open recalls - 09/10/2015
on global connect go into your APS scroll down to service there you will find an ap for Field Action Inventory Reports for both new and used cars just download them. hope this helps you
Re: new global connect - 09/03/2015
That is great! I was wondering where the old messages would be. The new messages are under the Departments tab, Service, Headlines, View All. Liked the old format much better but whatcha gonna do..
Re: Claim $$ we could be missing... - 08/25/2015
All of our delivered vehicles need washer fluid fills. Our Washer fluid comes in concentrate and once mixed will service 55 vehicles. We add $1.74 per each PDI where this fluid has been added to the vehicle.
Re: Transmission diagnostic worksheet? - 08/31/2015
Do you mean the concern verification worksheets? If so, they're in Service Forms, about the 7th bar down from the top. It also lists bulletin numbers although I haven't double checked them.
Re: Claim $$ we could be missing... - 08/11/2015
... is a concentrated solution and depending on the time of the year and the climate one bottle could service 5 to 6 vehicles. I am wondering what everyone thinks, should we be claiming a full bottle on each PDI when a full bottle is not being used?...
PIE information - 08/17/2015
I might be missing something, but how do you look up service information off a vehicle history? In particular, looking for PIE0318, with a posting date of 01/05/2015. I cannot locate the supporting document(s) anywhere and have been looking for a while...
Re: What Would You Do - 08/15 - 08/18/2015
I believe it would be correct 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...
Seal Part Warranty - 08/11/2015
... But once again, can't find it! Did the warranty change on these? For some reason both my service manager and I believe the time limit has been reduced. It was 6 months before you could claim a parts warranty, still the same?...
GMIN NUMBERS - 07/17/2015
Hello again! We have a new service advisor who had previously worked at a different GM dealer and therefore had a GMIN. He does not know it and no one seems to be able to obtain it, does anyone know how to get hold of someone's GMIN? We've called the...
What Would You Do - 07/15 - 06/30/2015
... performed a road test. Other labor hours were documented by technician time documentation and by service management authorization, due to the time necessary to remove and reinstall the transmission to repair the starter wire. The warranty administrator...
bulletin PIT5313C PAINT - 05/18/2015
IS ANYONE DOING PAINT REPAIRS PER THIS BULLETIN ? PROBLEM I AM HAVING IS MY SERVICE MANAGER IS WANTING TO REPAIR BELOW THE ANTI CHIP AREA AND I HAVE NO IDEA WHAT ITS CALLED OR IS THIS PART OF THE DOOR ? ANY HELP IS APPRECIATED THANKS
Re: GMIN NUMBERS - 07/23/2015
Thanks, my service manager is trying to avoid having the 2nd number. Not sure why this is so difficult. You would think if you gave them his social, they would be able to give you his GMIN.
2015 and 2 Year Maintenance - 03/19/2015
I haven't come across this until today, but one of my advisors billed a 2015 Malibu service to warranty but on the VIS, the vehicle doesn't include it in the list of applicable warranties. Did I miss something? I thought ALL new vehicles came with the...
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?
Submitting Transmission parts warranty. - 04/08/2015
I have a claim where we are parts warranty a transmission still in their 3 year / 100,000 mile warranty. It is rejecting stating out of parts warranty. Do I proceed with having service manager sign off on Policy adjustment "A"?
Re: Closest labor operation - 04/16/2015
That is a closest to op code. It would be submitted in olh with actual clock time which you say is 0.3 . It would also require service manager auth e with explanation,date and time.
Re: RECALL 14116 POWER STEERING TORQUE SENSOR - 04/21/2015
... calibrate. I ran it as a parts warranty with the tech giving a good explanation of the failure. Service manager oked the repair and i had no problem getting it paid. I felt this was no different than any other parts warranty claim....
Special Policy with a Blocked Title - 04/28/2015
My service advisor asked if a special coverage is allowed to be performed with blocked title. I could swear I just read somewhere in JL that they are allowed to be performed with a blocked title but I submitted it and it kicked back. Help! I know recalls...
Forum - 03/27/2017
One concern with separate causes: handle as two separate transactions, using the labor operation applicable to each failed (causal) component. Service management authorization for repeat (pyramiding) repairs.
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...
RECALIBRATIONS AND SOFTWARE UPDATES - 09/23/2016
... to always list them is an ongoing problem. I just want to make sure that before I get the service manager involved and have him approach the techs that there should be a WCC code for each upgrade/recalibration.Thanks, Carol ...
Forum - 02/20/2017
How do you know what is your monthly amount of warranty? Are you going off of what is in the Service Agent Analysis Summary Report or by a report that your dealership accounting does? I havent had a raise since I started this job. The...
Forum - 02/20/2017
My service manager must 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...
CADILLAC CUST IN CADILLAC FROM ENTERPRISE REJECTING?? - 02/08/2017
... 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 that are cadillac, but sometimes not enough & have...
Forum - 02/09/2017
... Retention Requirements Part retention requirements on oil filters replaced as part of the service procedure listed in Bulletin 17019 is waived. Dealers can immediately scrap oil filters removed from Malibus after completing this field action. As...
Forum - 02/07/2017
... 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 - 02/07/2017
Article 3.2.9 in the Service P&P addresses the peel and stick system. We use them as well. On Monday, I bundle all of the hard cards from the previous week's tickets, stapled together by tech/date, and they go upstairs to be saved forever...
Used Car Inspection Checklist - 12/20/2016
Does anyone out there have a Used Vehicle Inspection Checklist I can use also? Our former service manager deleted ours from the computer when he left and I have no other copy. Thanks in advance!
Warranty Operations Manual Update - 12/22/2016
The Best GM Warranty Training Manual Available! Features condensed GM Service Policy & Procedures information outlined in an easy to read format. Free Download
Forum - 01/16/2017
Yeah I don't know what other places do. We let our service manager go and I took over the warranty part and that's just what got offered to me.
Forum - 01/18/2017
In reviewing the service procedure for the replacement of the sensor, it includes the performance of the DPF Regeneration Enable process with the scan tool. This procedure is included in the labor time for the sensor replacement and is not claimed...
Forum - 01/20/2017
I get paid hourly plus my 2% bonus. I started in the parts department, then moved to service when the warranty administrator job opened up and I got a raise in my pay and the bonus. We weren't sure how every other dealership does it but that's what we...
Forum - 10/03/2016
... 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 the Global Warranty System PRIOR to...
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.
Pyramiding repairs and how to avoid them - 11/10/2016
A full description of how GM determines if a repair is considered Pyramiding, how they calculate the number that shows up on the Service Agent Summary Analysis Report and how to avoid submitting pyramiding claimsFormat: Article
Forum - 10/18/2016
... same transaction and OLH was utilized to claim the additional labor involved. What are the service management authorization and technician time accounting requirements for the OLH? A: In this situation, the OLH field of the transaction is...
Proper procedure of DMA's - 05/20/2017
Looking for clarification on "WHO" should be submitting DMAs..... Advisors? Service Managers? Do warranty admins have any involvement with the process??
Forum - 05/22/2017
There's a Rules and Guidelines link on the App for Aftersales Empowerment. It looks like just the service manager should be using it, probably to make sure of management involvement. I have access but only go on to see if there have been approved...
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.
CPVS AND LABOR OPERATIONS INCLUDED - 05/30/2017
... labor operations and claim types are excluded when it comes to determining your cost per vehicle serviced on the monthly analysis report? My understanding is that recalls, maintenances and special coverage operations aren't included to determine that...
Policy Evaluation Tool And, Policy Approvals? - 06/02/2017
If Service Manager completes the Policy Evaluation Tools, does he still need to complete his Sign, date, time, reason on the work order? Or, does attaching the PET satisfy the authorization requirements for Policy?
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 - 05/02/2017
... had a reprint run, tech to transfer his notes and attached the photocopy of the original in the service file, then trashed the original... ...
Forum - 04/11/2017
i found that strange that the service manager did one authorization for both repair lines instead of two separate ones..he for sure needs two separate authorizations because those jobs were not complete at the same time !
Electrical and Powertrain Labor-Only Labor Codes - 04/25/2017
... in the document(06-08-47-001M) directly following CCND section...do these need CCND approvals from service management?...
Forum - 03/30/2017
... 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 data roaming at 2G spe Spark Spark / / Bolt...
Forum - 07/14/2017
To find the Empowerment Level: GWM>Analyze Warranty>View Service Agent Profile>Empowerment Level (listed as 5, 6, or 7 - with 6 being the standard dealer empowerment level). To easily view the current level (effective 4/20/2017...
Forum - 07/23/2017
... JLwarranty providing us with an actual example of a warranty claim which includes a service manager's hand written documentation authorizing OLH. The warrany copy of a claim with electonic time punches and a work order copy or hard copy of...
... 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 that are cadillac, but sometimes not enough & have...
Forum - 02/09/2017
... Retention Requirements Part retention requirements on oil filters replaced as part of the service procedure listed in Bulletin 17019 is waived. Dealers can immediately scrap oil filters removed from Malibus after completing this field action. As...
Forum - 02/07/2017
... 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 - 02/07/2017
Article 3.2.9 in the Service P&P addresses the peel and stick system. We use them as well. On Monday, I bundle all of the hard cards from the previous week's tickets, stapled together by tech/date, and they go upstairs to be saved forever...
Used Car Inspection Checklist - 12/20/2016
Does anyone out there have a Used Vehicle Inspection Checklist I can use also? Our former service manager deleted ours from the computer when he left and I have no other copy. Thanks in advance!
Warranty Operations Manual Update - 12/22/2016
The Best GM Warranty Training Manual Available! Features condensed GM Service Policy & Procedures information outlined in an easy to read format. Free Download
Forum - 01/16/2017
Yeah I don't know what other places do. We let our service manager go and I took over the warranty part and that's just what got offered to me.
Forum - 01/18/2017
In reviewing the service procedure for the replacement of the sensor, it includes the performance of the DPF Regeneration Enable process with the scan tool. This procedure is included in the labor time for the sensor replacement and is not claimed...
Forum - 01/20/2017
I get paid hourly plus my 2% bonus. I started in the parts department, then moved to service when the warranty administrator job opened up and I got a raise in my pay and the bonus. We weren't sure how every other dealership does it but that's what we...
Forum - 10/03/2016
... 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 the Global Warranty System PRIOR to...
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.
Pyramiding repairs and how to avoid them - 11/10/2016
A full description of how GM determines if a repair is considered Pyramiding, how they calculate the number that shows up on the Service Agent Summary Analysis Report and how to avoid submitting pyramiding claimsFormat: Article
Forum - 10/18/2016
... same transaction and OLH was utilized to claim the additional labor involved. What are the service management authorization and technician time accounting requirements for the OLH? A: In this situation, the OLH field of the transaction is...
Proper procedure of DMA's - 05/20/2017
Looking for clarification on "WHO" should be submitting DMAs..... Advisors? Service Managers? Do warranty admins have any involvement with the process??
Forum - 05/22/2017
There's a Rules and Guidelines link on the App for Aftersales Empowerment. It looks like just the service manager should be using it, probably to make sure of management involvement. I have access but only go on to see if there have been approved...
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.
CPVS AND LABOR OPERATIONS INCLUDED - 05/30/2017
... labor operations and claim types are excluded when it comes to determining your cost per vehicle serviced on the monthly analysis report? My understanding is that recalls, maintenances and special coverage operations aren't included to determine that...
Policy Evaluation Tool And, Policy Approvals? - 06/02/2017
If Service Manager completes the Policy Evaluation Tools, does he still need to complete his Sign, date, time, reason on the work order? Or, does attaching the PET satisfy the authorization requirements for Policy?
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 - 05/02/2017
... had a reprint run, tech to transfer his notes and attached the photocopy of the original in the service file, then trashed the original... ...
Forum - 04/11/2017
i found that strange that the service manager did one authorization for both repair lines instead of two separate ones..he for sure needs two separate authorizations because those jobs were not complete at the same time !
Electrical and Powertrain Labor-Only Labor Codes - 04/25/2017
... in the document(06-08-47-001M) directly following CCND section...do these need CCND approvals from service management?...
Forum - 03/30/2017
... 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 data roaming at 2G spe Spark Spark / / Bolt...
Forum - 07/14/2017
To find the Empowerment Level: GWM>Analyze Warranty>View Service Agent Profile>Empowerment Level (listed as 5, 6, or 7 - with 6 being the standard dealer empowerment level). To easily view the current level (effective 4/20/2017...
Forum - 07/23/2017
... JLwarranty providing us with an actual example of a warranty claim which includes a service manager's hand written documentation authorizing OLH. The warrany copy of a claim with electonic time punches and a work order copy or hard copy of...
Forum - 08/01/2017
... same transaction and OLH was utilized to claim the additional labor involved. What are the service management authorization and technician time accounting requirements for the OLH? A: In this situation, the OLH field of the transaction is...
Forum - 07/25/2017
... to pay for finding that the concern is a normal operating conditon of the car, even with the service management signatures, i's dotted, t's crossed, separate punches and the lot! But anymore I usually double check with someone in these sorts o...
Forum - 07/26/2017
I would also like to see that because I was asked to remove several hours of OLH because the Service Manager signed off on the electronic time punch sheet and not the Hard copy job card, but they are attached together. I've also been asked to remove OLH...
Forum - 06/22/2017
... advisors, but I run into the same issues with the experienced ones too. We have a monthly service meeting where anyone can bring up their concerns and I'm starting to feel like a parrot! ...
Forum - 06/22/2017
... done or not at the time, she chose not to....with that said, we'd probably cave and give her a service credit or something else to try and keep her happy. We seem to have become a charity department anymore. We even have a current customer...
Forum - 06/16/2017
I WOULD CONSIDER THE 2 SUB'S TO BE A LESSON LEARNED, AN INTERNAL THE COST. IT WOULD BE UP TO THE SERVICE MANAGER TO EVALUATE WHETHER THEY WOULD LIKE TO GOODWILL...
Forum - 06/19/2017
... it when tickets are kept open for a few weeks or months for ordered parts until its convenient for service to get the customers back in.....
Forum - 06/14/2017
... due to the circumstances that they're needed. I also still make sure that the service manager's full authorization is on the job card with the explanation for use. You may also run into circumstances with a new vehicle (not sold yet)...
Re: Revised Dealer Policy Empowerment Bulletin 11-00-89-005 - 10/12/2012
... 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 been much abused (the easy way out) for far too long. ...
TIRE CLAIM - 10/24/2012
... 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 SUGGESTIONS??...
Re: TIRE CLAIM - 11/01/2012
... WARRANTY OR POLICY). THE ADMINISTRATION TIME IS EARNED DUE TO THE DETAILS THAT HAVE TO BE DONE TO SERVICE THE CUSTOMER NEEDS (PREAUTHORIZATION AND ANYO OTHER DETAILS. ...
Engineering Information and the exact customer concern - 11/30/2012
So I have a claim that my service 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...
Re: SHIPPING LABEL - 12/13/2012
... PROVIDER POP UP WINDOW WILL APPEAR..SLECT THE LINK FOR SHOPPING PARTS UNDER 150 LBS A UPS SERVICE TERMS AND CONDITIONS SCREEN WILL APPEAR, SLECT THE "CONTINUE" LINK WITHIN THE SCREEN AND IT WILL TAKE YOU TO THE NORMAL UPS SCREEN TO FILL OUT AND PRIN...
Re: BULLETIN PI0562E - 12/28/2012
my service manager was asking about it i looked a he bulletin too didnt see where it said to change the oil and filter just curious what everyone else was doing, thanks for the imput
Re: Who's your boss? - 12/29/2012
... She's as close to a general manager that we have. The feeling here is that if I'm working for the Service Manager, that is having the fox guarding the hen house. If I have any issues with the SM I take it to her and she makes the decisions. She is...
Re: Valid Special Policy with Additional Repair Out Of Warranty - 12/20/2012
... work miracles ,just my opinion if the tech saw all the extra repairs this vehicle needed then the service manager should have been aware and handled this problem before it got to the warranty adm.....
ac delco starter -parts warranty - 01/01/2013
Hello, I have a nissan that ac delco starter was installed on and now had to be replaced under service agent installed parts waaranty. The part # doesn't work in system ( choose vin not on file of corse) also tried putting part $ in net system keeps rejecting...
Re: Carrier request for transportation claim - 08/14/2012
... card. So yes, it has happened to me but only once. As I recall nothing came of it, I told the service manager about the request and we sent it off to them. Let us know if you get a response from them if you send it....
Re: Engine-Trans Auth Form - 07/29/2012
... SCANNING IF YOUR DEALERSHIP STILL MUST CONTACT PQC ON NON-ALLISON TRANSMISSION REPAIRS. IF YOUR SERVICE MGR NOW HAS ABILITY TO AUTHORIZE K7000 CLAIMS, YOU ONLY HAVE TO SAVE THOSE DOCUMENTS FOR AUDIT INSPECTION. I do not have a copy handy to send to you...
Re: how would you submit this claim!! - 08/02/2012
claim rejected code 067 other parts on claim not compatible with labor op E2321..DBC says to h route but when i do that , it tells me GM auth request not allowed--within service agent self auth limits..Now I am confused..suggestions please !!!
Re: Goodwill on GM Certified Pre-Owned? - 08/17/2012
You maybe able to goodwill, 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...
Re: Fuel injectors NOT covered under powertrain warranty???? - 08/20/2012
I ran across that before. My service advisor didn't double check the labor op for coverage under the particular model year and it turned out that the op was dropped from the powertrain coverage! Lesson learned, never assume anything!
Re: Carrier request for transportation claim - 08/21/2012
I did not send anything from the first request. They apparently called again today and asked for the Service Manager, and asked for copies again. Claims were paid a long time ago - I would think GM would have billed them by now for it? I'm still skeptical...
Transmission Overhauling - 04/03/2013
My Service Department frequently overhauls transmissions. GM pays a flat rate amount based on what failed. Any additional time for diagnosing and other repairs is to be submitted as OLH with broken up time flags to support. Does anyone here have an...
Re: reimbursement for special coverage - 04/15/2013
Sorry i see you were talking about a special service policy..disregard 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...
... same transaction and OLH was utilized to claim the additional labor involved. What are the service management authorization and technician time accounting requirements for the OLH? A: In this situation, the OLH field of the transaction is...
Forum - 07/25/2017
... to pay for finding that the concern is a normal operating conditon of the car, even with the service management signatures, i's dotted, t's crossed, separate punches and the lot! But anymore I usually double check with someone in these sorts o...
Forum - 07/26/2017
I would also like to see that because I was asked to remove several hours of OLH because the Service Manager signed off on the electronic time punch sheet and not the Hard copy job card, but they are attached together. I've also been asked to remove OLH...
Forum - 06/22/2017
... advisors, but I run into the same issues with the experienced ones too. We have a monthly service meeting where anyone can bring up their concerns and I'm starting to feel like a parrot! ...
Forum - 06/22/2017
... done or not at the time, she chose not to....with that said, we'd probably cave and give her a service credit or something else to try and keep her happy. We seem to have become a charity department anymore. We even have a current customer...
Forum - 06/16/2017
I WOULD CONSIDER THE 2 SUB'S TO BE A LESSON LEARNED, AN INTERNAL THE COST. IT WOULD BE UP TO THE SERVICE MANAGER TO EVALUATE WHETHER THEY WOULD LIKE TO GOODWILL...
Forum - 06/19/2017
... it when tickets are kept open for a few weeks or months for ordered parts until its convenient for service to get the customers back in.....
Forum - 06/14/2017
... due to the circumstances that they're needed. I also still make sure that the service manager's full authorization is on the job card with the explanation for use. You may also run into circumstances with a new vehicle (not sold yet)...
Re: Revised Dealer Policy Empowerment Bulletin 11-00-89-005 - 10/12/2012
... 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 been much abused (the easy way out) for far too long. ...
TIRE CLAIM - 10/24/2012
... 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 SUGGESTIONS??...
Re: TIRE CLAIM - 11/01/2012
... WARRANTY OR POLICY). THE ADMINISTRATION TIME IS EARNED DUE TO THE DETAILS THAT HAVE TO BE DONE TO SERVICE THE CUSTOMER NEEDS (PREAUTHORIZATION AND ANYO OTHER DETAILS. ...
Engineering Information and the exact customer concern - 11/30/2012
So I have a claim that my service 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...
Re: SHIPPING LABEL - 12/13/2012
... PROVIDER POP UP WINDOW WILL APPEAR..SLECT THE LINK FOR SHOPPING PARTS UNDER 150 LBS A UPS SERVICE TERMS AND CONDITIONS SCREEN WILL APPEAR, SLECT THE "CONTINUE" LINK WITHIN THE SCREEN AND IT WILL TAKE YOU TO THE NORMAL UPS SCREEN TO FILL OUT AND PRIN...
Re: BULLETIN PI0562E - 12/28/2012
my service manager was asking about it i looked a he bulletin too didnt see where it said to change the oil and filter just curious what everyone else was doing, thanks for the imput
Re: Who's your boss? - 12/29/2012
... She's as close to a general manager that we have. The feeling here is that if I'm working for the Service Manager, that is having the fox guarding the hen house. If I have any issues with the SM I take it to her and she makes the decisions. She is...
Re: Valid Special Policy with Additional Repair Out Of Warranty - 12/20/2012
... work miracles ,just my opinion if the tech saw all the extra repairs this vehicle needed then the service manager should have been aware and handled this problem before it got to the warranty adm.....
ac delco starter -parts warranty - 01/01/2013
Hello, I have a nissan that ac delco starter was installed on and now had to be replaced under service agent installed parts waaranty. The part # doesn't work in system ( choose vin not on file of corse) also tried putting part $ in net system keeps rejecting...
Re: Carrier request for transportation claim - 08/14/2012
... card. So yes, it has happened to me but only once. As I recall nothing came of it, I told the service manager about the request and we sent it off to them. Let us know if you get a response from them if you send it....
Re: Engine-Trans Auth Form - 07/29/2012
... SCANNING IF YOUR DEALERSHIP STILL MUST CONTACT PQC ON NON-ALLISON TRANSMISSION REPAIRS. IF YOUR SERVICE MGR NOW HAS ABILITY TO AUTHORIZE K7000 CLAIMS, YOU ONLY HAVE TO SAVE THOSE DOCUMENTS FOR AUDIT INSPECTION. I do not have a copy handy to send to you...
Re: how would you submit this claim!! - 08/02/2012
claim rejected code 067 other parts on claim not compatible with labor op E2321..DBC says to h route but when i do that , it tells me GM auth request not allowed--within service agent self auth limits..Now I am confused..suggestions please !!!
Re: Goodwill on GM Certified Pre-Owned? - 08/17/2012
You maybe able to goodwill, 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...
Re: Fuel injectors NOT covered under powertrain warranty???? - 08/20/2012
I ran across that before. My service advisor didn't double check the labor op for coverage under the particular model year and it turned out that the op was dropped from the powertrain coverage! Lesson learned, never assume anything!
Re: Carrier request for transportation claim - 08/21/2012
I did not send anything from the first request. They apparently called again today and asked for the Service Manager, and asked for copies again. Claims were paid a long time ago - I would think GM would have billed them by now for it? I'm still skeptical...
Transmission Overhauling - 04/03/2013
My Service Department frequently overhauls transmissions. GM pays a flat rate amount based on what failed. Any additional time for diagnosing and other repairs is to be submitted as OLH with broken up time flags to support. Does anyone here have an...
Re: reimbursement for special coverage - 04/15/2013
Sorry i see you were talking about a special service policy..disregard 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...
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: 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: Any new idea's - 04/22/2013
... upselling on these job cards. People's perception is probably that GM is covering all necessary services and they shouldn't have to pay for anything else. It's a big write off on some of these jobs though!...
Moose! - 05/03/2013
I work for Alaska Sales & Service, a GMC Chevy Buick Cadillac dealer in Anchorage, Alaska. We're quite near the downtown area. This morning on the way to work I took this picture. That's our body shop in the background. There were actually two moose,...
Re: Need HELP! - 08/08/2013
... your technicians time. Make sure the amount of OLH is clearly documented AND approved by your Service Manager. It could be 0.5 hrs or it could be 20.0 hours. It just depends on what YOU and YOUR Service Manager deem reasonable and necessary to satisfy...
Re: dealer installed accessories !! - 03/01/2013
locate the 'I' labor op and enter it as a zset transaction. Make sure to select the service agent installed option on the second page. No complaint, cause or correction needed but you do need to enter the part number. It will be a $0 transaction. I always...
could go either way, I'm on the fence.... - 03/05/2013
Need a closest to labor op. 2013 silverado, 359m. Cel on. PIP3119k. Per document the tech cleared the dtc. Service manager would have me use the reprogram op of J6350 as closest too. I like NPF better, but then he would say it really not an NPF as we...
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...
Re: Valid Special Policy with Additional Repair Out Of Warranty - 12/27/2012
It is very frustrating to see this happen , i have seen it alot on this forum some warranty adms not knowing how to handle a problem claim given to them,my opinion all service managers need to be aware of everything happening in their shop..
Re: Who's your boss? - 01/08/2013
I work for a large chain of dealers and I have 2 bosses. Both the Fixed Ops Director and one of the service managers. The controller made it mandatory that we work in the main office though, because the prior warranty admin was screwing the schedules...
Re: What Would You Do - 11/14 - 12/10/2014
... the same day, the warranty administrator included them all with the recall labour operation. The service manager had applied authorization for the excessive parts and the technician had included comments supporting the additional modules. Each of the...
Re: Just a quick check to make sure I'm not the only one losing it - 11/04/2014
I wanted to laugh the other day because my Service Director made a comment that in our Toyota store their warranty count doubled last month due to this airbag recall. I thought...."I have been doing almost triple for months now"! What I find is that...
Re: Over The Counter Parts Warranty - 01/29/2015
you would need to know what is wrong with the part so if i am not mistaken the service dept would have to check the part out and a job card would need to be made !
Re: What Would You Do - 01/15 - 12/23/2014
No, it would likely not hold up in audit. See P&P section 3.2.12 which states: "Multiple additional concerns must each contain this [service manager] approval."
Re: Over The Counter Parts Warranty - 01/29/2015
I submit mine on a parts invoice but there should be an explanation of the concern and basic cause that you can use. We don't put them on a service job card since it's just a part return.
Required Operating Procedures - UPDATED - 11/26/2014
Bulletin 04-00-89-015I, Required Operating Procedures, has been revised to align with the 2014 2nd Edition Policies and Procedures Manual, released on 11/18/2014 and update the Service Management Approvals and Transaction Authorizations table.
Re: May - Share Your Tip - 05/27/2014
We have a Shuttle stamp with boxes for one way or two way for the service advisers to check. That being said, I don't believe they use it as often as they should. If I remind them I'll see it for maybe a week and then they stop.
Re: no parts to return to wpc - 07/29/2014
... to the Warranty Support Center. The WPC Part Waiver form is available in GlobalConnect in the Service Workbench. Select Service Forms and then select the WPC Part Waiver Form....
Re: April - Share Your Tip! - 05/01/2014
I think one of the biggest challenges I face is making sure the service manager, parts manager, controller, and GM are all on the same page! Keeping everyone in the loop is a bit difficult sometimes with so many things going on right now in the warra...
Re: OLH punchtime vs. actual punchtime - 01/16/2014
... for the job..the other labor hours for this job needs to be approved, explained and dated by the service manager before the job is started...Article 1.6.2.11 AND 1.6.2.13 in th policies and procedures manuel.. hope this helps you ...
Re: One line or Two lines - 09/16/2013
... the full amount of the labor time is rejecting you may want to submit 1/2 or 0.6 for olh..if your service manager cannot auth for excessive parts and olh's this may help so you can H route this for Gm auth with comments... hope this helps you!! ...
Re: The 3 C's - 04/14/2014
I just remind the Service Advisors and Techs that I am NOT mechanically trained, just as they are not warranty trained. ( I will even ask them to submit a warranty claim, and they look at me like im crazy, so they get a clue as to what im saying) Then...
Re: These recalls are killing me! - 04/16/2014
I had one that showed closed on VISS but did not show in transaction history as being done, i called DBC they adv to h route that rejected saying my service manager could auth claim..which he did and i sent it back thru with no problems..
WPC PARTS WAVIER FORM - 04/17/2014
... WAVIER FORM.I CHATTED WITH A FELLOW AT DBC AND HE TOLD ME TO GO TO: GLOBAL CONNECT. 1.LIBRARY 2.SERVICE 3.WARRANTY ADMINISTRATION 4.WPC PART WAVIER FORM, WE I DO THAT THERE IS NO WARRANTY ADMINISTRATION. IS THERE ANOTHER LIBRARY OTHER THAN THE ONE ON...
Re: March - Share Your Tip! - 03/07/2014
Flush codes are always wrote on the back of the Job card hard copy. Our Service advisors also have this info in comments on soft copies.
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: 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: Any new idea's - 04/22/2013
... upselling on these job cards. People's perception is probably that GM is covering all necessary services and they shouldn't have to pay for anything else. It's a big write off on some of these jobs though!...
Moose! - 05/03/2013
I work for Alaska Sales & Service, a GMC Chevy Buick Cadillac dealer in Anchorage, Alaska. We're quite near the downtown area. This morning on the way to work I took this picture. That's our body shop in the background. There were actually two moose,...
Re: Need HELP! - 08/08/2013
... your technicians time. Make sure the amount of OLH is clearly documented AND approved by your Service Manager. It could be 0.5 hrs or it could be 20.0 hours. It just depends on what YOU and YOUR Service Manager deem reasonable and necessary to satisfy...
Re: dealer installed accessories !! - 03/01/2013
locate the 'I' labor op and enter it as a zset transaction. Make sure to select the service agent installed option on the second page. No complaint, cause or correction needed but you do need to enter the part number. It will be a $0 transaction. I always...
could go either way, I'm on the fence.... - 03/05/2013
Need a closest to labor op. 2013 silverado, 359m. Cel on. PIP3119k. Per document the tech cleared the dtc. Service manager would have me use the reprogram op of J6350 as closest too. I like NPF better, but then he would say it really not an NPF as we...
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...
Re: Valid Special Policy with Additional Repair Out Of Warranty - 12/27/2012
It is very frustrating to see this happen , i have seen it alot on this forum some warranty adms not knowing how to handle a problem claim given to them,my opinion all service managers need to be aware of everything happening in their shop..
Re: Who's your boss? - 01/08/2013
I work for a large chain of dealers and I have 2 bosses. Both the Fixed Ops Director and one of the service managers. The controller made it mandatory that we work in the main office though, because the prior warranty admin was screwing the schedules...
Re: What Would You Do - 11/14 - 12/10/2014
... the same day, the warranty administrator included them all with the recall labour operation. The service manager had applied authorization for the excessive parts and the technician had included comments supporting the additional modules. Each of the...
Re: Just a quick check to make sure I'm not the only one losing it - 11/04/2014
I wanted to laugh the other day because my Service Director made a comment that in our Toyota store their warranty count doubled last month due to this airbag recall. I thought...."I have been doing almost triple for months now"! What I find is that...
Re: Over The Counter Parts Warranty - 01/29/2015
you would need to know what is wrong with the part so if i am not mistaken the service dept would have to check the part out and a job card would need to be made !
Re: What Would You Do - 01/15 - 12/23/2014
No, it would likely not hold up in audit. See P&P section 3.2.12 which states: "Multiple additional concerns must each contain this [service manager] approval."
Re: Over The Counter Parts Warranty - 01/29/2015
I submit mine on a parts invoice but there should be an explanation of the concern and basic cause that you can use. We don't put them on a service job card since it's just a part return.
Required Operating Procedures - UPDATED - 11/26/2014
Bulletin 04-00-89-015I, Required Operating Procedures, has been revised to align with the 2014 2nd Edition Policies and Procedures Manual, released on 11/18/2014 and update the Service Management Approvals and Transaction Authorizations table.
Re: May - Share Your Tip - 05/27/2014
We have a Shuttle stamp with boxes for one way or two way for the service advisers to check. That being said, I don't believe they use it as often as they should. If I remind them I'll see it for maybe a week and then they stop.
Re: no parts to return to wpc - 07/29/2014
... to the Warranty Support Center. The WPC Part Waiver form is available in GlobalConnect in the Service Workbench. Select Service Forms and then select the WPC Part Waiver Form....
Re: April - Share Your Tip! - 05/01/2014
I think one of the biggest challenges I face is making sure the service manager, parts manager, controller, and GM are all on the same page! Keeping everyone in the loop is a bit difficult sometimes with so many things going on right now in the warra...
Re: OLH punchtime vs. actual punchtime - 01/16/2014
... for the job..the other labor hours for this job needs to be approved, explained and dated by the service manager before the job is started...Article 1.6.2.11 AND 1.6.2.13 in th policies and procedures manuel.. hope this helps you ...
Re: One line or Two lines - 09/16/2013
... the full amount of the labor time is rejecting you may want to submit 1/2 or 0.6 for olh..if your service manager cannot auth for excessive parts and olh's this may help so you can H route this for Gm auth with comments... hope this helps you!! ...
Re: The 3 C's - 04/14/2014
I just remind the Service Advisors and Techs that I am NOT mechanically trained, just as they are not warranty trained. ( I will even ask them to submit a warranty claim, and they look at me like im crazy, so they get a clue as to what im saying) Then...
Re: These recalls are killing me! - 04/16/2014
I had one that showed closed on VISS but did not show in transaction history as being done, i called DBC they adv to h route that rejected saying my service manager could auth claim..which he did and i sent it back thru with no problems..
WPC PARTS WAVIER FORM - 04/17/2014
... WAVIER FORM.I CHATTED WITH A FELLOW AT DBC AND HE TOLD ME TO GO TO: GLOBAL CONNECT. 1.LIBRARY 2.SERVICE 3.WARRANTY ADMINISTRATION 4.WPC PART WAVIER FORM, WE I DO THAT THERE IS NO WARRANTY ADMINISTRATION. IS THERE ANOTHER LIBRARY OTHER THAN THE ONE ON...
Re: March - Share Your Tip! - 03/07/2014
Flush codes are always wrote on the back of the Job card hard copy. Our Service advisors also have this info in comments on soft copies.
Re: The 3 C's - 03/11/2014
My advisors don't get paid til their repair order closes so I give it back to them to correct. My service manager is quite strict so they pretty much stay on task. Now the techs.....a little more difficult but it just takes consistency with them. I...
Seat Back Recall13323 - 10/03/2013
We had several trucks initially on the list for the Service Update Bulletin 13310. We did the inspections and now they have cancelled the SUB and replaced it with Recall 13323. Are we going to be able to submit for the inspections that GM has now decided...
GM accounting manual? - 10/11/2013
... work know if a GM accounting manual exists? And if so, where can it be found? I know where the service and warranty manuals are on GM's site and have those, but does anyone know if one exists for accounting and where to obtain it? Any help would be...
Re: Electrical Labor OP codes - 10/31/2013
sure can..go on Global Connect like you are looking for a labor op BUT use the VIN--go to Service Manuel--Power Signal Distribution--Wiring Systems and Power Management--Schematic and Routing Diagrams..Choose the correct section--wiring harness rputing...
Business Choice - 11/20/2013
Has anyone ran across having to perform a service under Business Choice and the vehicle has dual rear wheels? I've checked the message (G_0000156291) and there's specific mention in the claim information section about SRW Tire Rotation so I'm curious...
ZPTI WITH RENTAL - 02/13/2014
To my knowledge we can't get a rental with a claim type B. I've searched and searched and I can't find it anywhere though, anyone know where I can find the wording to let my service manager know?
Re: Aftermarket Warranty Block - 08/14/2013
... company may not authorize the work or the repairs may not be covered...I would get with my service manager on this one.......
Re: Aftermarket Warranty Block - 08/15/2013
if it falls within your service managers self auth. then he should have signed, dated and gave a brief description on the job card as to why he was authorizing this out of warranty claim All before the work was started...So when the claim got to you all...
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: PRE-DELIVERY INSPECTION FORMS - 04/19/2011
Go to global connect and under work benches, go to service tab and look for Pre-Delivery Inspection Forms. You can print them from there.
MULTIPOINT INSPECTIONS - 05/14/2011
My service mamnger told me yesterday that GM does not want us doing multipoint inspections on vehicles that are in for warranty work? Has anyone else heard of this?
Re: Additional Time for Installing Assist Steps on 2011 Diesel Silverado - 05/16/2011
I've instructed all our Service Advisors and 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...
Re: Accessories for - 05/17/2011
... these. This is how we handled it. The sales department applies for the labor thru business choice. Service opens a repair order and books the labor warranty so it hits the warranty schedule so it can be tracked. Within 2 weeks payment shows up on open...
Re: EMRP 48/36 MG ENHANCED ?????? - 08/06/2011
I have one of those in my shop now. The vehicle was bought from Enterprise and they included an extended warranty w/the sale. This Cad has been in before and it works just like any GMPP Service Contract.
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...
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...
Re: non gm parts mark up - 08/19/2011
... part is used because a GM part is not available, the reason must be recorded on the job card. The service agent net price must be identified and cannot be marked up." Put in the part number, cost and check non GM part box when submitting....
Re: DRAC cars - 08/22/2011
I can't find the message anywhere either, but as I recall you had to be a Buick or GMC dealer, and had to have a certain # of Buick or GMC vehicles in DRAC service for the $42 rate to apply. Maybe you aren't up to the # of vehicles they require??
Wheel Alignment Questionnaire - 09/02/2011
... prints funny when printed with the bulletin. I have looked in the Pol/Proced manual as well as the Service forms with no luck, any help? ...
Business Choice - 09/14/2011
... this? One vehicle has 7 different accessories and I don't see them on the vehicle build. Even my service manager doesn't seem too sure about this. Help!...
GM transaction summary for 10/17/11 - 10/18/2011
... showing up on the transaction summary report? The only one that shows up on my report is a GMPP service contract one, none of my regular warranty claims show up. They are in the "accepted" list but do not show up on the summary report. Just curious...
Re: What should I do? - 12/06/2011
... 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 what happens....
Re: What should I do? - 12/16/2011
... lock switch. Gave the customer the benefit of the doubt in hopes that they will return for future service....
Re: GM FAMILY FIRST - 12/29/2011
look in September 2011 newsletter bottom of page 4 and top of page 5...message g_0000076380..there are four different labor ops depending on the amount of the service..HOPE THIS WHAT YOU ARE LOOKING FOR..
Re: Silverado HD PDI form? - 01/03/2012
I never paid much attention to the PDI forms that they were different for each truck..i know that sounds bad but my service advisor prints them and makes a ticket...but being a small GMC dealer i guess they look at the side of the truck if there is an...
My advisors don't get paid til their repair order closes so I give it back to them to correct. My service manager is quite strict so they pretty much stay on task. Now the techs.....a little more difficult but it just takes consistency with them. I...
Seat Back Recall13323 - 10/03/2013
We had several trucks initially on the list for the Service Update Bulletin 13310. We did the inspections and now they have cancelled the SUB and replaced it with Recall 13323. Are we going to be able to submit for the inspections that GM has now decided...
GM accounting manual? - 10/11/2013
... work know if a GM accounting manual exists? And if so, where can it be found? I know where the service and warranty manuals are on GM's site and have those, but does anyone know if one exists for accounting and where to obtain it? Any help would be...
Re: Electrical Labor OP codes - 10/31/2013
sure can..go on Global Connect like you are looking for a labor op BUT use the VIN--go to Service Manuel--Power Signal Distribution--Wiring Systems and Power Management--Schematic and Routing Diagrams..Choose the correct section--wiring harness rputing...
Business Choice - 11/20/2013
Has anyone ran across having to perform a service under Business Choice and the vehicle has dual rear wheels? I've checked the message (G_0000156291) and there's specific mention in the claim information section about SRW Tire Rotation so I'm curious...
ZPTI WITH RENTAL - 02/13/2014
To my knowledge we can't get a rental with a claim type B. I've searched and searched and I can't find it anywhere though, anyone know where I can find the wording to let my service manager know?
Re: Aftermarket Warranty Block - 08/14/2013
... company may not authorize the work or the repairs may not be covered...I would get with my service manager on this one.......
Re: Aftermarket Warranty Block - 08/15/2013
if it falls within your service managers self auth. then he should have signed, dated and gave a brief description on the job card as to why he was authorizing this out of warranty claim All before the work was started...So when the claim got to you all...
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: PRE-DELIVERY INSPECTION FORMS - 04/19/2011
Go to global connect and under work benches, go to service tab and look for Pre-Delivery Inspection Forms. You can print them from there.
MULTIPOINT INSPECTIONS - 05/14/2011
My service mamnger told me yesterday that GM does not want us doing multipoint inspections on vehicles that are in for warranty work? Has anyone else heard of this?
Re: Additional Time for Installing Assist Steps on 2011 Diesel Silverado - 05/16/2011
I've instructed all our Service Advisors and 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...
Re: Accessories for - 05/17/2011
... these. This is how we handled it. The sales department applies for the labor thru business choice. Service opens a repair order and books the labor warranty so it hits the warranty schedule so it can be tracked. Within 2 weeks payment shows up on open...
Re: EMRP 48/36 MG ENHANCED ?????? - 08/06/2011
I have one of those in my shop now. The vehicle was bought from Enterprise and they included an extended warranty w/the sale. This Cad has been in before and it works just like any GMPP Service Contract.
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...
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...
Re: non gm parts mark up - 08/19/2011
... part is used because a GM part is not available, the reason must be recorded on the job card. The service agent net price must be identified and cannot be marked up." Put in the part number, cost and check non GM part box when submitting....
Re: DRAC cars - 08/22/2011
I can't find the message anywhere either, but as I recall you had to be a Buick or GMC dealer, and had to have a certain # of Buick or GMC vehicles in DRAC service for the $42 rate to apply. Maybe you aren't up to the # of vehicles they require??
Wheel Alignment Questionnaire - 09/02/2011
... prints funny when printed with the bulletin. I have looked in the Pol/Proced manual as well as the Service forms with no luck, any help? ...
Business Choice - 09/14/2011
... this? One vehicle has 7 different accessories and I don't see them on the vehicle build. Even my service manager doesn't seem too sure about this. Help!...
GM transaction summary for 10/17/11 - 10/18/2011
... showing up on the transaction summary report? The only one that shows up on my report is a GMPP service contract one, none of my regular warranty claims show up. They are in the "accepted" list but do not show up on the summary report. Just curious...
Re: What should I do? - 12/06/2011
... 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 what happens....
Re: What should I do? - 12/16/2011
... lock switch. Gave the customer the benefit of the doubt in hopes that they will return for future service....
Re: GM FAMILY FIRST - 12/29/2011
look in September 2011 newsletter bottom of page 4 and top of page 5...message g_0000076380..there are four different labor ops depending on the amount of the service..HOPE THIS WHAT YOU ARE LOOKING FOR..
Re: Silverado HD PDI form? - 01/03/2012
I never paid much attention to the PDI forms that they were different for each truck..i know that sounds bad but my service advisor prints them and makes a ticket...but being a small GMC dealer i guess they look at the side of the truck if there is an...
Re: MISCELLANEOUS FUEL - 01/10/2012
... 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 a no problem found...
Re: CBG PRE-OWNED LIMITED - 01/25/2012
We bill out the entire amount then we write off the balance to advertising. I'm going to have to beat my service advisors over the head with that 5 page list of uncovered labor ops!
Re: N0110 BATTERY - 01/19/2012
my service manager authorized a battery replacement on a 2008 gmc pickup..that rejected as being restricted..dbc told me this applies to replacement of in and out of warranty batteries is this correct????
"Problems Encountered during financial posting" - 02/02/2012
... anyone else getting this message? It seems mostly on Z2368/Z2369 for the free lof or $20 off services....
Re: - 02/02/2012
i submitted one yesterday for the oil change with no problem.. labor ops i use are z2367 for oil change and z2365 for 20 dollars off service..havent had any today...
Re: Emissions Coverage - 01/18/2012
I have yet to figure out WHY service advisors and managers do this kind of thing to us...I dont have too many oil change programs yet but i hear we are gonna have more soon :(
Re: Add on for Labor Op K7251 - 06/21/2011
... other labor hours make sure the job card is punched and the olh's are signed off on by your service manager, and put in comments what the extra time is for...hope this helps you....
Re: Is anyone else on Arkona?? - 11/21/2011
... you get and at least I stopped losing an entire day's work to la-la land. After talking with my service manager we agreed I would just submit online and I haven't regretted it, it's been over a year now and it's working out great....
Re: OP CODES LIST - 03/26/2012
I know JL has a list of service Z-op codes and their applications in with their help cards. Try that. Other than that I don't know of a master list of those anywhere. Are you looking for a specific oil change?
Re: Rental days? - 03/13/2012
Does your service manager stamp an auth on the job card or does he just sign the line? We don't usually have a lot of rental but there's no specific auth related to rental over 3 days, just the management "okay", right?
Re: Rental days? - 03/13/2012
gm does like to confuse us for sure... the service manager must ok the rental...my manager fills out a form when he has excessive rental explaining the reason for each day, when i submit the claim i put all the info for the rental in comments...i make...
need a labor op - 03/20/2012
working on a 2009 gmc acadia , replaced the Fuel Feed Intermediate Pipe part no 12591197..there is a service bulletin that applies to this part number but the repair doesnt apply to the bulletin.the pipe needs to be replaced...help!!!!!
Re: - 02/02/2012
must not be the same labor ops for all dealers, mine are Z2367 for lof and Z2365 for $20 off service. there are so many i have to stay on top of these too...
Air control valve coverage - 02/17/2012
can anyone tell me what teh coverage for an SAI control valve is covered for ? I looked into service policy and procedure and it states it is 3yr/50. I have a 2008 Impala and I submit it through GMPP came back rejected and it was covered under regular...
Re: Is Pre Authorization needed for replacing the rear window? - 02/24/2012
We recently had the same exact scenario. We got an auth to do it from our service rep because it was the third time for the same vehicle and it was pretty far out of warranty. I believe the P&P states that windshield glass replacement needs your reps...
Rental days? - 03/09/2012
How many days rental are you allowed before getting authorizion 3 or 5 days ? my service manager and I have a difference in opinion. Thanks
Recall 12045 and Lock Cylinder Coding - 05/31/2012
... come blank and have to be coded but according to the recall there is no net allowance for this service. Just wondering!...
Re: GMPP and the WPC - 05/12/2012
... repairs are as follows" Those are all transaction types and it doesn't state anything for the service contract transaction type. I don't think I've ever seen anything specific to parts disposition on GMPP claims but we keep them just the same....
"S" Labor Ops Question - 05/14/2012
... be used for panel replacement for rust through claims. I asked if they needed to be Hrouted or service agent authorized and was told NO. I was told to leave good notes in the comment section and it should pay normally....
Re: Complimentary Anniversary LOF Labor Op - 04/18/2012
I haven't seen any like this either. Is it something your dealership is doing maybe and not one going through warranty? I'd check with the service manager.
Re: Complimentary Anniversary LOF Labor Op - 04/18/2012
... something your dealership is doing maybe and not one going through warranty? I'd check with the service manager. [/quote] ROFL! My Service Manager brought it to me & asked me about it! No, this is coming from GM... email address says "Your_GM_Team@emails.generalmotors.com". I...
Re: GM Dealer Rent-A-Car - 04/05/2012
... 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 so it's not a big deal to get someone home or to work and pick them up later. You can claim...
Re: Transportation Damage Submissions - 02/06/2012
we dont have a body shop but do use one locally,but my service manager checks in all the vehicles and makes the transportation claim job cards when needed and i look up all the labor times paint material and etc, needed for each repair and submit it to...
Re: GM Dealer Rent-A-Car - 04/12/2012
... 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 EXTENDED TIME ARE OKAY FOR RENTAL REIMBURSEMENT....
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.
... 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 a no problem found...
Re: CBG PRE-OWNED LIMITED - 01/25/2012
We bill out the entire amount then we write off the balance to advertising. I'm going to have to beat my service advisors over the head with that 5 page list of uncovered labor ops!
Re: N0110 BATTERY - 01/19/2012
my service manager authorized a battery replacement on a 2008 gmc pickup..that rejected as being restricted..dbc told me this applies to replacement of in and out of warranty batteries is this correct????
"Problems Encountered during financial posting" - 02/02/2012
... anyone else getting this message? It seems mostly on Z2368/Z2369 for the free lof or $20 off services....
Re: - 02/02/2012
i submitted one yesterday for the oil change with no problem.. labor ops i use are z2367 for oil change and z2365 for 20 dollars off service..havent had any today...
Re: Emissions Coverage - 01/18/2012
I have yet to figure out WHY service advisors and managers do this kind of thing to us...I dont have too many oil change programs yet but i hear we are gonna have more soon :(
Re: Add on for Labor Op K7251 - 06/21/2011
... other labor hours make sure the job card is punched and the olh's are signed off on by your service manager, and put in comments what the extra time is for...hope this helps you....
Re: Is anyone else on Arkona?? - 11/21/2011
... you get and at least I stopped losing an entire day's work to la-la land. After talking with my service manager we agreed I would just submit online and I haven't regretted it, it's been over a year now and it's working out great....
Re: OP CODES LIST - 03/26/2012
I know JL has a list of service Z-op codes and their applications in with their help cards. Try that. Other than that I don't know of a master list of those anywhere. Are you looking for a specific oil change?
Re: Rental days? - 03/13/2012
Does your service manager stamp an auth on the job card or does he just sign the line? We don't usually have a lot of rental but there's no specific auth related to rental over 3 days, just the management "okay", right?
Re: Rental days? - 03/13/2012
gm does like to confuse us for sure... the service manager must ok the rental...my manager fills out a form when he has excessive rental explaining the reason for each day, when i submit the claim i put all the info for the rental in comments...i make...
need a labor op - 03/20/2012
working on a 2009 gmc acadia , replaced the Fuel Feed Intermediate Pipe part no 12591197..there is a service bulletin that applies to this part number but the repair doesnt apply to the bulletin.the pipe needs to be replaced...help!!!!!
Re: - 02/02/2012
must not be the same labor ops for all dealers, mine are Z2367 for lof and Z2365 for $20 off service. there are so many i have to stay on top of these too...
Air control valve coverage - 02/17/2012
can anyone tell me what teh coverage for an SAI control valve is covered for ? I looked into service policy and procedure and it states it is 3yr/50. I have a 2008 Impala and I submit it through GMPP came back rejected and it was covered under regular...
Re: Is Pre Authorization needed for replacing the rear window? - 02/24/2012
We recently had the same exact scenario. We got an auth to do it from our service rep because it was the third time for the same vehicle and it was pretty far out of warranty. I believe the P&P states that windshield glass replacement needs your reps...
Rental days? - 03/09/2012
How many days rental are you allowed before getting authorizion 3 or 5 days ? my service manager and I have a difference in opinion. Thanks
Recall 12045 and Lock Cylinder Coding - 05/31/2012
... come blank and have to be coded but according to the recall there is no net allowance for this service. Just wondering!...
Re: GMPP and the WPC - 05/12/2012
... repairs are as follows" Those are all transaction types and it doesn't state anything for the service contract transaction type. I don't think I've ever seen anything specific to parts disposition on GMPP claims but we keep them just the same....
"S" Labor Ops Question - 05/14/2012
... be used for panel replacement for rust through claims. I asked if they needed to be Hrouted or service agent authorized and was told NO. I was told to leave good notes in the comment section and it should pay normally....
Re: Complimentary Anniversary LOF Labor Op - 04/18/2012
I haven't seen any like this either. Is it something your dealership is doing maybe and not one going through warranty? I'd check with the service manager.
Re: Complimentary Anniversary LOF Labor Op - 04/18/2012
... something your dealership is doing maybe and not one going through warranty? I'd check with the service manager. [/quote] ROFL! My Service Manager brought it to me & asked me about it! No, this is coming from GM... email address says "Your_GM_Team@emails.generalmotors.com". I...
Re: GM Dealer Rent-A-Car - 04/05/2012
... 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 so it's not a big deal to get someone home or to work and pick them up later. You can claim...
Re: Transportation Damage Submissions - 02/06/2012
we dont have a body shop but do use one locally,but my service manager checks in all the vehicles and makes the transportation claim job cards when needed and i look up all the labor times paint material and etc, needed for each repair and submit it to...
Re: GM Dealer Rent-A-Car - 04/12/2012
... 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 EXTENDED TIME ARE OKAY FOR RENTAL REIMBURSEMENT....
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.
Re: cpo maintenance rejecting - 06/21/2012
... GUIDELINES FOR CPO MAINT.CLAIMS. WHAT PERCENT OF OIL LIFE REMAINING HAS BEEN DOCUMENTED BY YOUR SERVICE ADVISORS. HOW CLOSE TO "NEAR" 0% HAVE YOU FOUND WITH VEHICLE REQUIRING AN OIL CHANGE. HOW "NEAR" TO 0% WILL JUSTIFY SUBMITTING A CLAIM? DOES ANY...
Re: cpo maintenance rejecting - 06/22/2012
In the CERTIFIED PRE-OWNED MANUAL it states "Standard C/B/G Certified Pre-Owned 2 Year or 30,000 Mile Maintenance Plan services should be scheduled in strict accordance with the vehicle‟s Oil Life Monitor system or as otherwise stated in the owner‟s...
Re: Cylinder Head Gaskets (Diesel Engine) - 07/20/2012
... labor for the second one due to already having taken apart the major parts. Good time stamps, service manager approval and good write up by tech and it should go well....
Re: Who is responsible for getting cost comparisons ? - 07/18/2012
My techs get all the info on the parts for cost comparison and i would add the labor time and total each one, then either the tech or the service manager would make the call to pqc..
POSTING TIME PUNCHES IN "REYNOLDS" - 07/18/2012
... (indiviually) - but with the new owners & a new dispatcher (who is still learning the job), the service manager is have him total up the tech punches on the job line & post as 1 time post //// curious about the "legality" ??...
Re: Who is responsible for getting cost comparisons ? - 07/18/2012
The technician will get a list of parts and prices, then either the service manager or myself will put together the actual cost analysis. Then I get to call PQC with the results.
Who is responsible for calling tech line? - 06/14/2012
... had a difficult job and needed to call tech line, they called. Recently, we have been having our service manager call to save the tech some time and now I'm running into confusion when submitting the claim to warranty. Just wondering what other de...
Re: Pizza Party Entries? - 06/07/2012
each time you log on, see a video or post a forum each day from now through 8/27 Jlwarranty will buy your service dept a pizza party. winners will be randomly drawn at the end of each month.
Re: CURIOUS ABOUT PAY - 06/19/2012
... I had to ask for the commission at my first dealership after I had asked around at several service meetings and found out what other warranty administrators made. I do not get a normal salary raise as they consider the yearly warranty rate raise my ...
Re: Cylinder Head Gaskets (Diesel Engine) - 07/20/2012
... labor for the second one due to already having taken apart the major parts. Good time stamps, service manager approval and good write up by tech and it should go well. [/quote] Thats what I was thinking - does 4-hrs sound about right for overlap d...
Re: What would you do? - 07/20/2012
... box toward the bottom of the claim but your DVM isn't done "helping" until it gets paid. My service manager prints out the emailed copy of the form that shows their approval of the claim, make sure they're aware of the time punch debacle though. G...
Re: Special Policy 10054 - 05/22/2012
... 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 bulletin top to bottom...
Sheet metal repair - 05/24/2012
... percentage, etc of damage where we would have to keep and repair it or do we just return it? Service Manager here thinks he saw some kind of memo, etc on this a while back but cannot find it. Any help would be appreciated - thanks!...
Re: Really??? Yes, really........ - 03/28/2012
something must be happening i cant get on the service part of global warranty NEVER MIND IT WORKS FINE THERE IS NO PROBLEM
Re: Emissions Coverage - 01/18/2012
... having issues with this, I went and had all the incorrectly claimed job cards charged against the service department's policy. It was amazing what a response I got when the SM realized this was hurting his numbers and ultimately his paycheck. I got...
Re: CBG PRE-OWNED LIMITED - 01/30/2012
[quote] cnkraemer: We bill out the entire amount then we write off the balance to advertising. I'm going to have to beat my service advisors over the head with that 5 page list of uncovered labor ops! [/quote] LIKE x a zillion!
Warranty Part Retention - 01/19/2012
... body shop personnel. Our parts department consists of one man (we could use 2 though). We have a service manager, 2 service advisors and me (warranty, and general fill-in gopher). There is also one part runner (part-time 4 hours a day) and a shop...
Re: CURIOUS ABOUT PAY - 01/26/2012
... but it's worth the extra work putting in writing why you deserve to earn more. Even though the service manager is ultimately responsible for what's on every job card, aren't you as the warranty administrator the one who helps keep his hiney out of the...
Re: GWM - 01/16/2012
The message I saw (G_0000103359) states... Global Warranty Management (GWM) & DMS interactive services: Unavailable beginning Friday 3rd at 6pm thry sunday 12th
Re: GWM - 01/17/2012
Yes, but notice it says DMS INTERACTIVE services. Under the additional details section it states: Dealers can continue to submit transactions via their DMS batch process, however, they will not know the results of their submissions (accepted or rejected)...
Emissions Coverage - 01/17/2012
... looking at extended coverage. This has been the way I've figured it for a long time now but my service advisor's don't seem to agree with me. They seem to think that as long as they see a coverage code shown under the op then there's some sort of extended...
Re: Emissions Coverage - 01/17/2012
I can relate to ya! I've basically let my service advisors know that the only emissions components that are covered past the 3/36 is the converter itself, and the PCM. Anything else is NOT covered. I've had a lot less rejects and not so many fights....
Re: Recall 09132 - Power steering hose leak - 09/20/2011
You fill out and mail in a CAM-01 . You can find the form in Global Connect under the Library tab, Service, Field Action section. I sent one in about a month ago and it still shows on the VIS so I guess it takes them a while to process it. ;-)
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...
part damaged during shipping - 08/24/2011
... had a ground effect accessory shipped that had a large scuff mark in the painted end. I told the service advisor they needed to return the part and get it replaced based on the parts policies & procedures regarding defective parts & accessories. They...
... GUIDELINES FOR CPO MAINT.CLAIMS. WHAT PERCENT OF OIL LIFE REMAINING HAS BEEN DOCUMENTED BY YOUR SERVICE ADVISORS. HOW CLOSE TO "NEAR" 0% HAVE YOU FOUND WITH VEHICLE REQUIRING AN OIL CHANGE. HOW "NEAR" TO 0% WILL JUSTIFY SUBMITTING A CLAIM? DOES ANY...
Re: cpo maintenance rejecting - 06/22/2012
In the CERTIFIED PRE-OWNED MANUAL it states "Standard C/B/G Certified Pre-Owned 2 Year or 30,000 Mile Maintenance Plan services should be scheduled in strict accordance with the vehicle‟s Oil Life Monitor system or as otherwise stated in the owner‟s...
Re: Cylinder Head Gaskets (Diesel Engine) - 07/20/2012
... labor for the second one due to already having taken apart the major parts. Good time stamps, service manager approval and good write up by tech and it should go well....
Re: Who is responsible for getting cost comparisons ? - 07/18/2012
My techs get all the info on the parts for cost comparison and i would add the labor time and total each one, then either the tech or the service manager would make the call to pqc..
POSTING TIME PUNCHES IN "REYNOLDS" - 07/18/2012
... (indiviually) - but with the new owners & a new dispatcher (who is still learning the job), the service manager is have him total up the tech punches on the job line & post as 1 time post //// curious about the "legality" ??...
Re: Who is responsible for getting cost comparisons ? - 07/18/2012
The technician will get a list of parts and prices, then either the service manager or myself will put together the actual cost analysis. Then I get to call PQC with the results.
Who is responsible for calling tech line? - 06/14/2012
... had a difficult job and needed to call tech line, they called. Recently, we have been having our service manager call to save the tech some time and now I'm running into confusion when submitting the claim to warranty. Just wondering what other de...
Re: Pizza Party Entries? - 06/07/2012
each time you log on, see a video or post a forum each day from now through 8/27 Jlwarranty will buy your service dept a pizza party. winners will be randomly drawn at the end of each month.
Re: CURIOUS ABOUT PAY - 06/19/2012
... I had to ask for the commission at my first dealership after I had asked around at several service meetings and found out what other warranty administrators made. I do not get a normal salary raise as they consider the yearly warranty rate raise my ...
Re: Cylinder Head Gaskets (Diesel Engine) - 07/20/2012
... labor for the second one due to already having taken apart the major parts. Good time stamps, service manager approval and good write up by tech and it should go well. [/quote] Thats what I was thinking - does 4-hrs sound about right for overlap d...
Re: What would you do? - 07/20/2012
... box toward the bottom of the claim but your DVM isn't done "helping" until it gets paid. My service manager prints out the emailed copy of the form that shows their approval of the claim, make sure they're aware of the time punch debacle though. G...
Re: Special Policy 10054 - 05/22/2012
... 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 bulletin top to bottom...
Sheet metal repair - 05/24/2012
... percentage, etc of damage where we would have to keep and repair it or do we just return it? Service Manager here thinks he saw some kind of memo, etc on this a while back but cannot find it. Any help would be appreciated - thanks!...
Re: Really??? Yes, really........ - 03/28/2012
something must be happening i cant get on the service part of global warranty NEVER MIND IT WORKS FINE THERE IS NO PROBLEM
Re: Emissions Coverage - 01/18/2012
... having issues with this, I went and had all the incorrectly claimed job cards charged against the service department's policy. It was amazing what a response I got when the SM realized this was hurting his numbers and ultimately his paycheck. I got...
Re: CBG PRE-OWNED LIMITED - 01/30/2012
[quote] cnkraemer: We bill out the entire amount then we write off the balance to advertising. I'm going to have to beat my service advisors over the head with that 5 page list of uncovered labor ops! [/quote] LIKE x a zillion!
Warranty Part Retention - 01/19/2012
... body shop personnel. Our parts department consists of one man (we could use 2 though). We have a service manager, 2 service advisors and me (warranty, and general fill-in gopher). There is also one part runner (part-time 4 hours a day) and a shop...
Re: CURIOUS ABOUT PAY - 01/26/2012
... but it's worth the extra work putting in writing why you deserve to earn more. Even though the service manager is ultimately responsible for what's on every job card, aren't you as the warranty administrator the one who helps keep his hiney out of the...
Re: GWM - 01/16/2012
The message I saw (G_0000103359) states... Global Warranty Management (GWM) & DMS interactive services: Unavailable beginning Friday 3rd at 6pm thry sunday 12th
Re: GWM - 01/17/2012
Yes, but notice it says DMS INTERACTIVE services. Under the additional details section it states: Dealers can continue to submit transactions via their DMS batch process, however, they will not know the results of their submissions (accepted or rejected)...
Emissions Coverage - 01/17/2012
... looking at extended coverage. This has been the way I've figured it for a long time now but my service advisor's don't seem to agree with me. They seem to think that as long as they see a coverage code shown under the op then there's some sort of extended...
Re: Emissions Coverage - 01/17/2012
I can relate to ya! I've basically let my service advisors know that the only emissions components that are covered past the 3/36 is the converter itself, and the PCM. Anything else is NOT covered. I've had a lot less rejects and not so many fights....
Re: Recall 09132 - Power steering hose leak - 09/20/2011
You fill out and mail in a CAM-01 . You can find the form in Global Connect under the Library tab, Service, Field Action section. I sent one in about a month ago and it still shows on the VIS so I guess it takes them a while to process it. ;-)
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...
part damaged during shipping - 08/24/2011
... had a ground effect accessory shipped that had a large scuff mark in the painted end. I told the service advisor they needed to return the part and get it replaced based on the parts policies & procedures regarding defective parts & accessories. They...
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
... 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 replacing the seat cushion. Having...
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...
Parts Warranty - 02/26/2014
... is after all that, Can we put in labor time for installing the new power steering pump? The service advisor only has down the amount for the part and no labor. He told me that as of January 1, 2014 they changed the way parts warranty was done. ...
What Would You Do - 04/14 - 04/03/2014
... technician had approximately 20 hours documented on the job card. On a side note, the service manager approved the repair as a policy decision and also noted a recommendation that all future oil change services be performed at the dealership. How...
Re: What Would You Do - 04/14 - 04/25/2014
... technician had approximately 20 hours documented on the job card. On a side note, the service manager approved the repair as a policy decision and also noted a recommendation that all future oil change services be performed at the dealership. How...
Re: Chevrolet 5-Year Protection - 01/15/2014
Covered Services under the Chevrolet 5-Year Protection Plus Program: Passenger Car Light Duty Trucks/ Crossovers/SUVs Services Labor Op Code (All Models) Labor Time Labor Time Oil Change - dexosTM1 Z2359 0.3 0.3 Oil Change - Diesel includes DEF Z2356...
What Would You Do - 05/14 - 05/09/2014
... times. To correct the concern the technician replaced the hoist. After checking the previous service history and the Labour Time Guide the warranty administrator felt the most appropriate operation for the second repair was the spare tire hoist replacement...
Re: What Would You Do - 04/14 - 04/25/2014
... technician had approximately 20 hours documented on the job card. On a side note, the service manager approved the repair as a policy decision and also noted a recommendation that all future oil change services be performed at the dealership. How...
Re: What Would You Do - 05/14 - 07/07/2014
This claim paid as a ZREG transaction with policy decision and related repair authorization by service management with the spare wheel hoist replacement labour operation. The dealer claimed parts only, no labour. Kristen/jlwarranty
What Would You Do - 08/14 - 08/05/2014
... with just over 600 miles on the odometer. The vehicle was brought into the dealership with a Service Engine Soon light concern. The technician documented DTC P0606 and P2155. Both DTC's led to the replacement of the ECM. Because the ECM is a restricted...
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: closest to labor ops - 08/29/2014
... op and putting all of your labor into OLH then you don't need a separate punch but still have the service manager's approval for it. ...
Re: WIFI ACCESSORY - 09/19/2014
My service manager researched it and found that it is Communication Interface Module Package. Which to me is not that but hey if thats what they say I'm good with it. Thanks
Re: What Would You Do - 02/15 - 02/02/2015
... or find out if they changed their mind and would drive it in for the recalls. I would think that a service invoice for not towing would be less expensive than the actual tow and although it would feel somewhat satisfactory to send the customer the bill,...
Re: Complaint Codes - 01/14/2013
... A of the Global Warranty User Manual. The Manual can be found in the GlobalConnect Library (Service>Warranty Category), or on the GM Training Website under Resources > Dealer Training Resources. ...
Re: Part return request, however part was on the wrong line - 02/27/2013
I would always send in the waiver form to my DMA and copy my service manager. If it didn't go away in 3 business days I would send the email again and nicely ask "have you had a chance to review this?" or "Did you need any more info on this?". I would...
Engine replacement - 03/08/2013
... be viewed - we replaced an engine on a 2009 GMC Sierra 1500 under the powertrain warranty. My service manager says he talked to PQC and got all the authorizations for me to submit. I might be missing a step or two maybe because when I submitted it...
Sublet - 07/01/2013
Can anyone tell me what the labor code is for subletting, Body side molding paint & replacement. My service advisor put down 1013950, that looks as if we did the work. We sublet all the work. Thanks, Janet
Re: Way back when....... - 08/23/2012
... and was advised to use it for our self review we are going through. Also see VWGWM.F7D-0D FOR GWM SERVICE AGENT ANALYSIS and VWGWM.G12D-0D "for a valuable resourse in completing a self review." Any dealer in the top 100 ranking is being put on a self...
Re: Who's your boss? - 01/02/2013
... She's as close to a general manager that we have. The feeling here is that if I'm working for the Service Manager, that is having the fox guarding the hen house. If I have any issues with the SM I take it to her and she makes the decisions. She is...
Re: Valid Special Policy with Additional Repair Out Of Warranty - 12/27/2012
... with extra time and auths for out of warranty work then the DMA should have been contacted by your service manager BEFORE hand so that coverage isn't an issue and you know how to enter everything to get it paid asap. There's nothing like being handed...
Re: Who's your boss? - 12/31/2012
... in hot water when the time comes for an audit. (Been there, done that!) Having someone outside the service dept having the final say on problem/questionable claims, keeps everyone following GM's rules and makes things easier on me. If they can't prove...
Re: Christmas Eve Hours - 12/19/2012
... by the dealer too. After a lunch and quick cleanup we clear out. I just found out that while our service department is closed on New Years Day (thank goodness), our sales department will be open which I think is terrible! We close on New Years eve...
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...
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
... 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 replacing the seat cushion. Having...
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...
Parts Warranty - 02/26/2014
... is after all that, Can we put in labor time for installing the new power steering pump? The service advisor only has down the amount for the part and no labor. He told me that as of January 1, 2014 they changed the way parts warranty was done. ...
What Would You Do - 04/14 - 04/03/2014
... technician had approximately 20 hours documented on the job card. On a side note, the service manager approved the repair as a policy decision and also noted a recommendation that all future oil change services be performed at the dealership. How...
Re: What Would You Do - 04/14 - 04/25/2014
... technician had approximately 20 hours documented on the job card. On a side note, the service manager approved the repair as a policy decision and also noted a recommendation that all future oil change services be performed at the dealership. How...
Re: Chevrolet 5-Year Protection - 01/15/2014
Covered Services under the Chevrolet 5-Year Protection Plus Program: Passenger Car Light Duty Trucks/ Crossovers/SUVs Services Labor Op Code (All Models) Labor Time Labor Time Oil Change - dexosTM1 Z2359 0.3 0.3 Oil Change - Diesel includes DEF Z2356...
What Would You Do - 05/14 - 05/09/2014
... times. To correct the concern the technician replaced the hoist. After checking the previous service history and the Labour Time Guide the warranty administrator felt the most appropriate operation for the second repair was the spare tire hoist replacement...
Re: What Would You Do - 04/14 - 04/25/2014
... technician had approximately 20 hours documented on the job card. On a side note, the service manager approved the repair as a policy decision and also noted a recommendation that all future oil change services be performed at the dealership. How...
Re: What Would You Do - 05/14 - 07/07/2014
This claim paid as a ZREG transaction with policy decision and related repair authorization by service management with the spare wheel hoist replacement labour operation. The dealer claimed parts only, no labour. Kristen/jlwarranty
What Would You Do - 08/14 - 08/05/2014
... with just over 600 miles on the odometer. The vehicle was brought into the dealership with a Service Engine Soon light concern. The technician documented DTC P0606 and P2155. Both DTC's led to the replacement of the ECM. Because the ECM is a restricted...
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: closest to labor ops - 08/29/2014
... op and putting all of your labor into OLH then you don't need a separate punch but still have the service manager's approval for it. ...
Re: WIFI ACCESSORY - 09/19/2014
My service manager researched it and found that it is Communication Interface Module Package. Which to me is not that but hey if thats what they say I'm good with it. Thanks
Re: What Would You Do - 02/15 - 02/02/2015
... or find out if they changed their mind and would drive it in for the recalls. I would think that a service invoice for not towing would be less expensive than the actual tow and although it would feel somewhat satisfactory to send the customer the bill,...
Re: Complaint Codes - 01/14/2013
... A of the Global Warranty User Manual. The Manual can be found in the GlobalConnect Library (Service>Warranty Category), or on the GM Training Website under Resources > Dealer Training Resources. ...
Re: Part return request, however part was on the wrong line - 02/27/2013
I would always send in the waiver form to my DMA and copy my service manager. If it didn't go away in 3 business days I would send the email again and nicely ask "have you had a chance to review this?" or "Did you need any more info on this?". I would...
Engine replacement - 03/08/2013
... be viewed - we replaced an engine on a 2009 GMC Sierra 1500 under the powertrain warranty. My service manager says he talked to PQC and got all the authorizations for me to submit. I might be missing a step or two maybe because when I submitted it...
Sublet - 07/01/2013
Can anyone tell me what the labor code is for subletting, Body side molding paint & replacement. My service advisor put down 1013950, that looks as if we did the work. We sublet all the work. Thanks, Janet
Re: Way back when....... - 08/23/2012
... and was advised to use it for our self review we are going through. Also see VWGWM.F7D-0D FOR GWM SERVICE AGENT ANALYSIS and VWGWM.G12D-0D "for a valuable resourse in completing a self review." Any dealer in the top 100 ranking is being put on a self...
Re: Who's your boss? - 01/02/2013
... She's as close to a general manager that we have. The feeling here is that if I'm working for the Service Manager, that is having the fox guarding the hen house. If I have any issues with the SM I take it to her and she makes the decisions. She is...
Re: Valid Special Policy with Additional Repair Out Of Warranty - 12/27/2012
... with extra time and auths for out of warranty work then the DMA should have been contacted by your service manager BEFORE hand so that coverage isn't an issue and you know how to enter everything to get it paid asap. There's nothing like being handed...
Re: Who's your boss? - 12/31/2012
... in hot water when the time comes for an audit. (Been there, done that!) Having someone outside the service dept having the final say on problem/questionable claims, keeps everyone following GM's rules and makes things easier on me. If they can't prove...
Re: Christmas Eve Hours - 12/19/2012
... by the dealer too. After a lunch and quick cleanup we clear out. I just found out that while our service department is closed on New Years Day (thank goodness), our sales department will be open which I think is terrible! We close on New Years eve...
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...
Empowerment limits? - 07/14/2017
Does anyone know how to find our detailed limits for Empowerment? I've gone into "view Service Agent Profile", then "Empowerment" and can't find out what my detailed limits are for certain things. I've also asked our DMA and he said it's...
Forum - 03/30/2017
Having service management indicate or approve Consequential Damage on the job card is not a requirement. Be sure to include an explanation that the additional parts/labor claimed are a result of consequential damage in the Authorization Comments...
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...
Accounting Copies of Job Cards in Numerical Sequence - 04/06/2017
Hi,The P&P says: "An accounting copy of each job card is to be retained in numerical sequence in the Service Agent’s business office." I'm just wondering how other dealerships handle this. I saw somewhere on the J&L site...
Forum - 04/26/2017
I would have left the repair order open since the part was going to be in within a week. I would have had service manager sign off on OLH and excessive part and h-routed with a explanation of subsequent damage.
Forum - 05/05/2017
... and I as hoping you could help me out with a few questions. To make matters even worse, my service manager and I are completely new to warranties so we clearly have no idea what we are doing. First off, we are being debited on certain job...
Forum - 05/08/2017
... leaves lot, by most state laws, and holding a ticket open runs up the vehicle's days in service department (which is probably why gm wants them closed too) and used towards a buyback situation......
Forum - 10/28/2016
From Article 1.1.1 -Service Agent Parts and Accessories Warranty (Parts & Accessories Policies & Procedures Manual): Seals and GasketsFailures within 6 months of installation are not covered by the parts warranty (rationale is the gasket or seal...
Forum - 10/18/2016
... repair (OLH) to the trans and when road tested, still didn't have 4th gear. In the end, my service manager told them to stop the bleeding and put a SRTA in it. The tech and the shop forman could not find a reason for not having 4th gear. ...
Recall 14350 and key replacement - 09/22/2016
... 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 to the transaction with P auth. They've all paid, but I was...
Forum - 01/20/2017
... fixed ops pay plans from a survey in 2009 that I found very useful to back up my case to my service manager. It was easily searchable on Google, its a large PDF document with a lot of great information. Hope this helps!...
Forum - 12/29/2016
... can manage to get all of your techs to do the same thing, I commend you! We have a monthly service meeting and I bring up some of the same topics up at Every meeting! I now also have a white board above my head that I change...
Forum - 01/06/2017
Good tip rclark22! And to add...encourage service advisors, warranty administrators to take a look at the battery print out once the technician has performed the repair, if there is an inconsistency there is an opportunity to resolve it ASAP.
Forum - 02/06/2017
... yet. Alot of the terms that people are using arent a how to, and are outdated, like my service manager, he tells me how "they" used to do things, and gives me auth codes, and when i took over he tried to walk me through a claim and said its all...
Forum - 02/24/2017
Go figure with GM.. lets leave it questionable instead of keeping it the same way for all - lol thanks for the assistance... I know have backup to show service managers that want to internal it because it "doesnt state" it
Forum - 03/27/2017
... it's not documented on the job card in certain situations? I've been trying to make sure the Service Manager has signed off on anything that we self auth or send for GM auth. Overkill? Unnecessary? ...
Forum - 03/20/2017
... Plans). The Divisional Protection Plan Claims Manual is available in GlobalConnect within the Service link then the Dealership Policies, Procedures and Manuals section. See also the article within the March 2017 edition of the Warranty News titled "Chevrolet...
Forum - 03/14/2017
... within the Dealership Policies, Procedures, & Guides site available in the GlobalConnect Service tab. We also published an article in the March edition of the Warranty News on this topic - page 4 "Chevrolet, Buick, GMC, Cadillac Protection ...
Re: RECALL 14116 POWER STEERING TORQUE SENSOR - 04/21/2015
... replaced the sensor a 2nd time. This is a hefty little sensor for us to internalize, and the service manager is backing the tech up as he was involved in the repair as well. Any suggestions on how to proceed? Anyone else in this situation? Thank...
CUSTOMER ENTHUSIASIM WARRANTY - 04/03/2015
I have a 2012 sierra that my service manager wants to do a cust enthusiasim warranty on and I am not an elite gm dealer anymore I cannot get the warranty claim to pay because it says that it is out of time and mileage, the vehichle has 41,232 miles on...
Re: Techs looking up their own Labor ops - 03/13/2015
you might want to look at the policy and procedures manual # 3 service agent records, applications and auth... section 3.2--policies applicable to all job card systems and go to 2.3.10 General Motors Labor operations and times! there is a paragraph about...
Re: NEW GLOBAL - 07/23/2015
Found them! I was on the main page, not the service tab! Thanks again!!!!! :) :)
wpc part not sent back - 06/10/2015
... can with this issue. Thanks for all of the help and advice in advance!!! p.s. Is there any form in service forms that can exempt a parts return for this particular transmission? Thanks!!...
Re: Closest Available Labor Operation - 07/14/2015
... expert and Kristin tell me differently then I wouldn't have an issue. Thanks for your input, my service manager agrees with you 100% too....
What Would You Do - 08/15 - 07/30/2015
... the vehicle towed to the store and the situation would be taken care of. By taken care of, the service manager agreed to replace the transmission as a policy decision with customer participation. Because special coverage 14404 remained open on the...
Does anyone know how to find our detailed limits for Empowerment? I've gone into "view Service Agent Profile", then "Empowerment" and can't find out what my detailed limits are for certain things. I've also asked our DMA and he said it's...
Forum - 03/30/2017
Having service management indicate or approve Consequential Damage on the job card is not a requirement. Be sure to include an explanation that the additional parts/labor claimed are a result of consequential damage in the Authorization Comments...
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...
Accounting Copies of Job Cards in Numerical Sequence - 04/06/2017
Hi,The P&P says: "An accounting copy of each job card is to be retained in numerical sequence in the Service Agent’s business office." I'm just wondering how other dealerships handle this. I saw somewhere on the J&L site...
Forum - 04/26/2017
I would have left the repair order open since the part was going to be in within a week. I would have had service manager sign off on OLH and excessive part and h-routed with a explanation of subsequent damage.
Forum - 05/05/2017
... and I as hoping you could help me out with a few questions. To make matters even worse, my service manager and I are completely new to warranties so we clearly have no idea what we are doing. First off, we are being debited on certain job...
Forum - 05/08/2017
... leaves lot, by most state laws, and holding a ticket open runs up the vehicle's days in service department (which is probably why gm wants them closed too) and used towards a buyback situation......
Forum - 10/28/2016
From Article 1.1.1 -Service Agent Parts and Accessories Warranty (Parts & Accessories Policies & Procedures Manual): Seals and GasketsFailures within 6 months of installation are not covered by the parts warranty (rationale is the gasket or seal...
Forum - 10/18/2016
... repair (OLH) to the trans and when road tested, still didn't have 4th gear. In the end, my service manager told them to stop the bleeding and put a SRTA in it. The tech and the shop forman could not find a reason for not having 4th gear. ...
Recall 14350 and key replacement - 09/22/2016
... 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 to the transaction with P auth. They've all paid, but I was...
Forum - 01/20/2017
... fixed ops pay plans from a survey in 2009 that I found very useful to back up my case to my service manager. It was easily searchable on Google, its a large PDF document with a lot of great information. Hope this helps!...
Forum - 12/29/2016
... can manage to get all of your techs to do the same thing, I commend you! We have a monthly service meeting and I bring up some of the same topics up at Every meeting! I now also have a white board above my head that I change...
Forum - 01/06/2017
Good tip rclark22! And to add...encourage service advisors, warranty administrators to take a look at the battery print out once the technician has performed the repair, if there is an inconsistency there is an opportunity to resolve it ASAP.
Forum - 02/06/2017
... yet. Alot of the terms that people are using arent a how to, and are outdated, like my service manager, he tells me how "they" used to do things, and gives me auth codes, and when i took over he tried to walk me through a claim and said its all...
Forum - 02/24/2017
Go figure with GM.. lets leave it questionable instead of keeping it the same way for all - lol thanks for the assistance... I know have backup to show service managers that want to internal it because it "doesnt state" it
Forum - 03/27/2017
... it's not documented on the job card in certain situations? I've been trying to make sure the Service Manager has signed off on anything that we self auth or send for GM auth. Overkill? Unnecessary? ...
Forum - 03/20/2017
... Plans). The Divisional Protection Plan Claims Manual is available in GlobalConnect within the Service link then the Dealership Policies, Procedures and Manuals section. See also the article within the March 2017 edition of the Warranty News titled "Chevrolet...
Forum - 03/14/2017
... within the Dealership Policies, Procedures, & Guides site available in the GlobalConnect Service tab. We also published an article in the March edition of the Warranty News on this topic - page 4 "Chevrolet, Buick, GMC, Cadillac Protection ...
Re: RECALL 14116 POWER STEERING TORQUE SENSOR - 04/21/2015
... replaced the sensor a 2nd time. This is a hefty little sensor for us to internalize, and the service manager is backing the tech up as he was involved in the repair as well. Any suggestions on how to proceed? Anyone else in this situation? Thank...
CUSTOMER ENTHUSIASIM WARRANTY - 04/03/2015
I have a 2012 sierra that my service manager wants to do a cust enthusiasim warranty on and I am not an elite gm dealer anymore I cannot get the warranty claim to pay because it says that it is out of time and mileage, the vehichle has 41,232 miles on...
Re: Techs looking up their own Labor ops - 03/13/2015
you might want to look at the policy and procedures manual # 3 service agent records, applications and auth... section 3.2--policies applicable to all job card systems and go to 2.3.10 General Motors Labor operations and times! there is a paragraph about...
Re: NEW GLOBAL - 07/23/2015
Found them! I was on the main page, not the service tab! Thanks again!!!!! :) :)
wpc part not sent back - 06/10/2015
... can with this issue. Thanks for all of the help and advice in advance!!! p.s. Is there any form in service forms that can exempt a parts return for this particular transmission? Thanks!!...
Re: Closest Available Labor Operation - 07/14/2015
... expert and Kristin tell me differently then I wouldn't have an issue. Thanks for your input, my service manager agrees with you 100% too....
What Would You Do - 08/15 - 07/30/2015
... the vehicle towed to the store and the situation would be taken care of. By taken care of, the service manager agreed to replace the transmission as a policy decision with customer participation. Because special coverage 14404 remained open on the...
Re: SEAT REPAIR - 08/21/2015
... in the base time for the seat frame replacement. The Preliminary Procedures (in SI - the Service Manual section) are also included in the repair process, and as a result, included in the labor time for the repair. ...
Installed Part Warranty with No Customer - 03/08/2016
... warranty (we had installed one for them at customer pay in July 2015). While they were here for service they traded out of their vehicle into a new one. The customer information has been removed from the vehicle already. So now I have a Job Card with...
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...
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
Re: GMPP Smart Protection - 07/11/2016
... 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: 0600853/0600863/0600873 for lube, oil, filter and tire rotation...
Disclosure Requirements - 08/02/2016
... 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 that warranty coverage is not provided by General Motors or their affiliates....
Re: Technician Clock times - 08/05/2016
... 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 like to avoid that scenario and have punches anyway. But like every other shop out there we have some "special"...
Re: What Would You Do - 06/16 - 08/08/2016
After review with the service manager the warranty administrator did not submit this transaction for payment. The claim was handled internally.
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"....
Analyzing Warranty - 09/22/2015
I just learned that I can view my service agent detail report. Everything seems to be abbreviated. I'm very interested in learning how to read these numbers, so that way I can learn how to improve. Does anyone have any insight?
What Would You Do - 10/15 - 10/02/2015
... three doors rusting. The vehicle was taken to the local dealership for inspection and repair. The service advisor opened a one line job card addressing the rust condition on the bottom of both rear doors and the driver side front door. After reviewing...
Re: Parts at Dealer Cost - 09/08/2015
... part >indicate the part quantity >enter the part number(s) >enter the part(s) cost >indicate service agent trade by clicking the Svc Agent Trade box By entering the part cost and indicating service agent trade, the part will remain at cost and not be...
Recall 14116 Steering Torque Sensor - 10/07/2015
My service manager said that he had thought there was a bulletin explaining how to test these sensors before you complete the install. Is there something out there to explain how to test these sensors? Thanks, Carol
Recall 14574 & 15757 - 03/02/2016
... and the recalls do not state why. They also want the covers back which I have explained to our service manager that we should not do. GM is having us remove them for some reason, I am assuming a safety concern....
DEX-COOL PROTECTION - 04/04/2008
2006 EQUINOX - 2CNDL63F766089122 - MILES 29,703 WHILE DOING A 30,000 MILE SERVICE, THE TECH FOUND THE COOLANT PROTECTION AT 0*F -- PERFORMED COOLANT FLUSH....... MY ADVISOR IS TELLING ME THIS IS WARRANTY ?!?!?
FUEL COMPOSITION - 03/03/2008
... READS 55% ALCOHOL ON TECH-II, BUT BENCH TEST ONLY 4%.... WE RESET FUEL COMPOSITION -- THERE IS NO SERVICE UPDATES (THIS IS A NEW ONE FOR ME - SUGGESTIONS ON LABOR OP ????)...
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...
FUEL - 03/06/2008
... READS 55% ALCOHOL ON TECH-II, BUT BENCH TEST ONLY 4%.... WE RESET FUEL COMPOSITION -- THERE IS NO SERVICE UPDATES (THIS IS A NEW ONE FOR ME - SUGGESTIONS ON LABOR OP ????)...
Notice: January 2008 Warranty Newsletter - 01/22/2008
... have been added: Processing Department Notes - Each day, our Warranty Claims Processing Service administers hundreds of repair orders from dealerships across the country. In this column we will highlight a popular topic of concern we noticed recurring...
Forum - 12/05/2007
I am to understand: the service manager should be authorizing all lines on ro's if.... changed from: cust pay to warr, warr to cust pay, what about warr to Int or cust pay to int ??
newsletter delivery - 10/31/2007
There must be some priviledged few who get newsletters on time! I haven't got November yet, or December...Ah well, there's a few reasons not to live on the west coast, mail services haven't found us yet..... Brian
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
Warranty Briefs: Wiring Harness Routing Diagrams - 02/10/2022
Did you know that wiring harness routing view documents, as well as grid locations, can be found in Service Information? Here's how you can find those diagrams for any vehicle Once logged into GlobalConnect, select the Service Information link. Enter...
Authorizations and Attachments - 06/27/2023
... attaching a document, there are a few important notes to clarify. First, when it is noted that service management approval is required that approval must always be a signature or initials, the date and time, and a thorough explanation. The date and time...
Forum - 09/19/2007
... of the monthly Warranty Administration Program newsletter and benefit for the latest in warranty/service news....
... in the base time for the seat frame replacement. The Preliminary Procedures (in SI - the Service Manual section) are also included in the repair process, and as a result, included in the labor time for the repair. ...
Installed Part Warranty with No Customer - 03/08/2016
... warranty (we had installed one for them at customer pay in July 2015). While they were here for service they traded out of their vehicle into a new one. The customer information has been removed from the vehicle already. So now I have a Job Card with...
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...
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
Re: GMPP Smart Protection - 07/11/2016
... 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: 0600853/0600863/0600873 for lube, oil, filter and tire rotation...
Disclosure Requirements - 08/02/2016
... 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 that warranty coverage is not provided by General Motors or their affiliates....
Re: Technician Clock times - 08/05/2016
... 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 like to avoid that scenario and have punches anyway. But like every other shop out there we have some "special"...
Re: What Would You Do - 06/16 - 08/08/2016
After review with the service manager the warranty administrator did not submit this transaction for payment. The claim was handled internally.
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"....
Analyzing Warranty - 09/22/2015
I just learned that I can view my service agent detail report. Everything seems to be abbreviated. I'm very interested in learning how to read these numbers, so that way I can learn how to improve. Does anyone have any insight?
What Would You Do - 10/15 - 10/02/2015
... three doors rusting. The vehicle was taken to the local dealership for inspection and repair. The service advisor opened a one line job card addressing the rust condition on the bottom of both rear doors and the driver side front door. After reviewing...
Re: Parts at Dealer Cost - 09/08/2015
... part >indicate the part quantity >enter the part number(s) >enter the part(s) cost >indicate service agent trade by clicking the Svc Agent Trade box By entering the part cost and indicating service agent trade, the part will remain at cost and not be...
Recall 14116 Steering Torque Sensor - 10/07/2015
My service manager said that he had thought there was a bulletin explaining how to test these sensors before you complete the install. Is there something out there to explain how to test these sensors? Thanks, Carol
Recall 14574 & 15757 - 03/02/2016
... and the recalls do not state why. They also want the covers back which I have explained to our service manager that we should not do. GM is having us remove them for some reason, I am assuming a safety concern....
DEX-COOL PROTECTION - 04/04/2008
2006 EQUINOX - 2CNDL63F766089122 - MILES 29,703 WHILE DOING A 30,000 MILE SERVICE, THE TECH FOUND THE COOLANT PROTECTION AT 0*F -- PERFORMED COOLANT FLUSH....... MY ADVISOR IS TELLING ME THIS IS WARRANTY ?!?!?
FUEL COMPOSITION - 03/03/2008
... READS 55% ALCOHOL ON TECH-II, BUT BENCH TEST ONLY 4%.... WE RESET FUEL COMPOSITION -- THERE IS NO SERVICE UPDATES (THIS IS A NEW ONE FOR ME - SUGGESTIONS ON LABOR OP ????)...
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...
FUEL - 03/06/2008
... READS 55% ALCOHOL ON TECH-II, BUT BENCH TEST ONLY 4%.... WE RESET FUEL COMPOSITION -- THERE IS NO SERVICE UPDATES (THIS IS A NEW ONE FOR ME - SUGGESTIONS ON LABOR OP ????)...
Notice: January 2008 Warranty Newsletter - 01/22/2008
... have been added: Processing Department Notes - Each day, our Warranty Claims Processing Service administers hundreds of repair orders from dealerships across the country. In this column we will highlight a popular topic of concern we noticed recurring...
Forum - 12/05/2007
I am to understand: the service manager should be authorizing all lines on ro's if.... changed from: cust pay to warr, warr to cust pay, what about warr to Int or cust pay to int ??
newsletter delivery - 10/31/2007
There must be some priviledged few who get newsletters on time! I haven't got November yet, or December...Ah well, there's a few reasons not to live on the west coast, mail services haven't found us yet..... Brian
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
Warranty Briefs: Wiring Harness Routing Diagrams - 02/10/2022
Did you know that wiring harness routing view documents, as well as grid locations, can be found in Service Information? Here's how you can find those diagrams for any vehicle Once logged into GlobalConnect, select the Service Information link. Enter...
Authorizations and Attachments - 06/27/2023
... attaching a document, there are a few important notes to clarify. First, when it is noted that service management approval is required that approval must always be a signature or initials, the date and time, and a thorough explanation. The date and time...
Forum - 09/19/2007
... of the monthly Warranty Administration Program newsletter and benefit for the latest in warranty/service news....
Technician Accounting of Labor Time - 01/24/2024
... amount. OLH must be authorized by management prior to the first submission of the transaction. Service management is responsible for the reasonableness of the diagnosis time and/or OLH time claimed. When adding lines to job cards involving dealer-owned...
Forum - 09/19/2007
... It appears that the key factor in correctly authorizing with a paperless system is the dealer service provider that the dealership utilizes. Apparently the UCS system is truly functional. I am interested to hear other opinions in regard to this......
Missed Revenue - Administrative Allowance - 08/28/2018
When it comes to revenue in your service department, every dollar counts. Warranty claims processing is a system of codes, additional steps and sometimes infrequent occurrences that involve other departments providing the right information, and because...
Warranty Briefs: Air Conditioning - 12/08/2017
... of 25 is entered in the part quantity field Certain a/c repairs may require the use of a special service tool kit with consumable repair parts. These consumable components are intended to be permanently installed on the vehicle. For example: terminal...
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...
CBG CPO Warranty Coverge - 04/13/2022
... search their online database for the labor operation in question OR download a document that your Service Advisors can save to their desktop and search through. Simply enter Ctrl+F, type in the labor operation for the repair needed, and if it is found...
Re: Warranty Compliance - 11/26/2008
I've been fighting with my techs about this for 3 years now. According to our avm and the regional service manager, there has to be a separate time punch for each warranty labor op. There has to be a separate time punch for olh. We've been through...
Re: How is business? - 11/18/2008
Hi Roy, It's just as bad here on the west coast! We are very slow in sales and steady, but slow in service. All the techs are working, but their hours are less. Brian
Re: Tire Warranty on On A Roll Tires - 12/02/2008
See GM Service Policies and Procedures Manual Article 1.5.13.1 "Following expiration of GM's coverage, tires may continue to be warranted, on a pro-rated basis, by the tire manufacturer. Review the tire manufacturer's booklet (included as part of the...
Re: Warranty Compliance - 12/03/2008
Thanks for the input. I think I need to have a discussion with our service manager & let him make the decision on how to proceed. Will let you know what our AVM says about it. Happy Holidays to all!
Re: Body Leak Testing - 09/18/2008
... 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 THE ISSUE TO THE SM....
Re: L-FRT DOOR PAINT / SUBLET TO BODY SHOP - 09/25/2008
... be no more than 10% more than what the labor time guide would pay. You might want to ask your area service rep for advice on this claim or possible the DBC....
Re: How would you handle ??? - 12/17/2008
[quote] Rhonda: the tech has a total of 6.5hrs // my service manager insists coding as #F2383 4.5 with OLH for brgs & seals which totals 7.4, my gm rep never seems to pay any OLH if line totals more than what tech "actual" time is [/quote] According to...
Re: Non-Gm Windshields - 12/24/2008
... windshields can be identified by the GM Logo on the bottom of the windshield. The District Service Manager's Authorization is required for claims with a non-branded windshield part number. Not Covered under Warranty Windshields replaced with a non...
Fuel Question - 12/24/2008
... the fuel level sensor caused the fuel gauge to be incorrect. He added $10 worth of fuel and 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...
Re: Lay Offs - 02/03/2009
... leaving us with only one for both stores. It's been slow, so that has not been an issue yet. Service and body shop has been steady, but we have our slow days there too. Nobody around us has closed, and we aren't planning on it either. People are...
CUSTOMERS SIGNATURES - 01/20/2009
... 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 BY THE CUSTOMER AT THAT TIME. THEN WHEN...
Open Recalls - 04/10/2008
... 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 RO. Our advisors use this opportunity to attach a multi-point inspection sheet to the RO for the tech to fill...
Re: GM Training - 04/18/2008
... odd Sales course, which gives me a better idea how the new cars compare to the competition. The service courses and Emerging Issues are most helpful. Today's new vehicles and their systems and acronyms drive this old guy nuts!...
Re: DISTRIBUTOR CAP - LABOR OP ??? - 05/30/2008
... not pay that much such as the .5 posted before. If your dealership is the selling part 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....
Re: RPO CODES - 06/06/2008
[quote] GMNL02008: If you go into SI and put in the vehicle, go to Service Manual/Bulletins, General Information, General Information, Introduction, you will find the RPO list for the vehicles there. =-) [/quote] That is great to know! What about old...
Re: GLOBAL WARRANTY - 08/21/2008
... Pretty much you will know what is on any possible self audit based on these reports. Check the service manager training on global warranty it may talk about them....
Re: HOURS - 08/26/2008
We are open from 7am 'til 6pm in service, Mon thru Fri. Closed Sat/Sun. I work 6am 'til 3pm, Mon thru Fri.
Re: ARKONA anyone? - 08/26/2008
Here is a helpful area on Arkona's website: http://www.arkona.com/support/quickstarts/service.php
Re: ADMINISTRATIVE ALLOWANCE - 08/22/2008
... the job line, not to the tech. [/quote] WE ARE ON REYNOLDS & REYNOLDS AS WELL. WE ALWAYS PAY THE SERVICE MGR'S #. NOT THE TECH. I GUESS IT GOES TO OUR SHOP BOTTOM DOLLAR....
... amount. OLH must be authorized by management prior to the first submission of the transaction. Service management is responsible for the reasonableness of the diagnosis time and/or OLH time claimed. When adding lines to job cards involving dealer-owned...
Forum - 09/19/2007
... It appears that the key factor in correctly authorizing with a paperless system is the dealer service provider that the dealership utilizes. Apparently the UCS system is truly functional. I am interested to hear other opinions in regard to this......
Missed Revenue - Administrative Allowance - 08/28/2018
When it comes to revenue in your service department, every dollar counts. Warranty claims processing is a system of codes, additional steps and sometimes infrequent occurrences that involve other departments providing the right information, and because...
Warranty Briefs: Air Conditioning - 12/08/2017
... of 25 is entered in the part quantity field Certain a/c repairs may require the use of a special service tool kit with consumable repair parts. These consumable components are intended to be permanently installed on the vehicle. For example: terminal...
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...
CBG CPO Warranty Coverge - 04/13/2022
... search their online database for the labor operation in question OR download a document that your Service Advisors can save to their desktop and search through. Simply enter Ctrl+F, type in the labor operation for the repair needed, and if it is found...
Re: Warranty Compliance - 11/26/2008
I've been fighting with my techs about this for 3 years now. According to our avm and the regional service manager, there has to be a separate time punch for each warranty labor op. There has to be a separate time punch for olh. We've been through...
Re: How is business? - 11/18/2008
Hi Roy, It's just as bad here on the west coast! We are very slow in sales and steady, but slow in service. All the techs are working, but their hours are less. Brian
Re: Tire Warranty on On A Roll Tires - 12/02/2008
See GM Service Policies and Procedures Manual Article 1.5.13.1 "Following expiration of GM's coverage, tires may continue to be warranted, on a pro-rated basis, by the tire manufacturer. Review the tire manufacturer's booklet (included as part of the...
Re: Warranty Compliance - 12/03/2008
Thanks for the input. I think I need to have a discussion with our service manager & let him make the decision on how to proceed. Will let you know what our AVM says about it. Happy Holidays to all!
Re: Body Leak Testing - 09/18/2008
... 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 THE ISSUE TO THE SM....
Re: L-FRT DOOR PAINT / SUBLET TO BODY SHOP - 09/25/2008
... be no more than 10% more than what the labor time guide would pay. You might want to ask your area service rep for advice on this claim or possible the DBC....
Re: How would you handle ??? - 12/17/2008
[quote] Rhonda: the tech has a total of 6.5hrs // my service manager insists coding as #F2383 4.5 with OLH for brgs & seals which totals 7.4, my gm rep never seems to pay any OLH if line totals more than what tech "actual" time is [/quote] According to...
Re: Non-Gm Windshields - 12/24/2008
... windshields can be identified by the GM Logo on the bottom of the windshield. The District Service Manager's Authorization is required for claims with a non-branded windshield part number. Not Covered under Warranty Windshields replaced with a non...
Fuel Question - 12/24/2008
... the fuel level sensor caused the fuel gauge to be incorrect. He added $10 worth of fuel and 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...
Re: Lay Offs - 02/03/2009
... leaving us with only one for both stores. It's been slow, so that has not been an issue yet. Service and body shop has been steady, but we have our slow days there too. Nobody around us has closed, and we aren't planning on it either. People are...
CUSTOMERS SIGNATURES - 01/20/2009
... 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 BY THE CUSTOMER AT THAT TIME. THEN WHEN...
Open Recalls - 04/10/2008
... 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 RO. Our advisors use this opportunity to attach a multi-point inspection sheet to the RO for the tech to fill...
Re: GM Training - 04/18/2008
... odd Sales course, which gives me a better idea how the new cars compare to the competition. The service courses and Emerging Issues are most helpful. Today's new vehicles and their systems and acronyms drive this old guy nuts!...
Re: DISTRIBUTOR CAP - LABOR OP ??? - 05/30/2008
... not pay that much such as the .5 posted before. If your dealership is the selling part 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....
Re: RPO CODES - 06/06/2008
[quote] GMNL02008: If you go into SI and put in the vehicle, go to Service Manual/Bulletins, General Information, General Information, Introduction, you will find the RPO list for the vehicles there. =-) [/quote] That is great to know! What about old...
Re: GLOBAL WARRANTY - 08/21/2008
... Pretty much you will know what is on any possible self audit based on these reports. Check the service manager training on global warranty it may talk about them....
Re: HOURS - 08/26/2008
We are open from 7am 'til 6pm in service, Mon thru Fri. Closed Sat/Sun. I work 6am 'til 3pm, Mon thru Fri.
Re: ARKONA anyone? - 08/26/2008
Here is a helpful area on Arkona's website: http://www.arkona.com/support/quickstarts/service.php
Re: ADMINISTRATIVE ALLOWANCE - 08/22/2008
... the job line, not to the tech. [/quote] WE ARE ON REYNOLDS & REYNOLDS AS WELL. WE ALWAYS PAY THE SERVICE MGR'S #. NOT THE TECH. I GUESS IT GOES TO OUR SHOP BOTTOM DOLLAR....
Re: POWERTRAIN - 07/28/2008
Article 1.1.1-2008 GM New Vehicle Limited Warranty from the service P&P: "The New Vehicle Limited Warranties apply to the first owner and all future owners of the vehicle during the warranty period." After that statement it goes on to include what is...
Re: FUEL TANK CAPACITY - 06/26/2008
Additionally you may utilize SI in DealerWorld. Service Manual>General Information>Maintenance & Lubrication>Specifications>Approximate Fluid Capacities...Fuel Tank (26 gal).
AUTHORIZATIONS - 07/31/2008
I AM HAVING TROUBLE WITH MY SERVICE ADVISORS. I CAN NOT MAKE THEM UNDERSTAND WHY IT IS SO IMPORTANT TO HAVE ALL THE AUTHORIZATIONS, GMVIS, ADD LINES, ETC. DONE BEFORE THE RO'S GET TO ME. I HAVE GIVEN THEM "CHEAT SHEETS" THAT EXPLAIN EACH AUTHORIZATION...
Re: AUTHORIZATIONS - 07/31/2008
... the rest of you. I have worked it out with my comptroller and owner that any new hires in the service department are mine to train in regards to paperwork. I have pages pulled from both J&L and the P&P that detail documentation requirements. They...
Re: Rotor resurfacing - 02/26/2009
Check out the following bulletin,will tell you all you need. #00-05-22-002K: Disc Brake Warranty Service and Procedures
Re: What is the correct procedure? - 02/10/2009
... THEY NEED TO CATCH THE ISSUE BEFORE THE TECH HAS ANY TIME INTO THE REPAIR. I'VE FOUGHT WITH MY SERVICE WRITERS ABOUT THE ONE RO FOR ONE PART ON DEFECTS FOR THE LAST 3 YEARS BECAUSE YOU HAVE TO SHOW GM THAT THE CUSTOMER PAID FOR THE FIRST REPAIR....
Re: TRANS REPLACEMENT - 03/12/2009
... on the PCC page it is 36months/100k miles part and labor coverage. You can get there under service workbench *gm powertrain information center. ...
Re: Oil leak diagnosis - 03/30/2009
... Hours for the labor code operation submitted for the repair of the leak. Please reference the GM service information for the proper analyze procedures for the system being tested. ...
Re: Luxury Certified Pre-owned Limited Warranty, Cad SRX - 03/26/2009
... and Saturn CPO) and the CPO Guide (Cadillac, Hummer and Saab) are good reference tools for the service department. ...
Re: Updated Brake Warranty Procedures - 03/27/2009
... in both the "Repair Order Required Documentation" section and on the "Attachment Form - GM Brake Service Repair Order Documentation for Required Measurements". Both maintain the requirement for original and refinished rotor thickness measurements. The...
Re: Brake warranty memo - 07/23/2009
Keep in mind that bulletin 05-05-22-002E applies to Saturn vehicles ONLY. Bulletin 00-05-22-002L (Disc Brake Warranty Service and Procedures) applies to GM cars and trucks. Updated March 2009.
Re: PDI TIME FOR 2009 G3??? - 05/11/2009
... 2009 G3 PAYS?? 1.3 OR 1.4 LABOR TIME?? CANT FIND IT LISTED ANYWHERE. [/quote] If you go to SI (Service Information) and do the drill down by typing in the year, make and model you can go to Labor Operations, General Information & find any PDI time....
Re: GM MOE Test Question - 05/04/2009
... This was the "trick" question on the test for me. Funny in all the times I have refered to the GM Service Manual I had not paid particular attention to the wording....
WHY SEALS AND GASKETS ARE NOT WARRANTY(B AND N CLAIMS) - 04/22/2009
... 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. Our DVM said to handle it if it was just the seal and he will get qwith the...
Re: New DVM - 10/30/2009
... DVM but have not met him yet. He is called a Fixed Ops Manager (guess he is doing both parts and service). I think having a warranty specialist might actually be a good thing. It would be nice to have a direct contact person to talk to. Did everyone...
Re: Yet Another Part Warranty Question - 11/11/2009
Mike, do you know of any written policy regarding this so I can show my Service Manager? Also, the stabilizer links had to be cut off to remove the tank. Is that part GM responsibility?
Re: GLOBAL WARRANTY!! - 11/18/2009
Nicole, We also went on global warranty monday but my service manager was out and didn't want me to do any until he got back yesterday. We did 7, 2 were accepted and paid, 1 rejected and 5 came back unaccepted. The 1 that rejected was for both front rotors...
Re: Transportation Damage claims - 11/18/2009
... is used when: a. No Carrier's Delivery Receipt is available, such as: Vehicle(s) discovered at Service Agent Facility without receipt. Vehicle(s) presented for intransit repairs without receipt. NOTE: If Vehicle(s) is discovered at Service Agent...
Re: New vehicle in inventory battery problem - 09/30/2009
... for more than a couple of months, I H routed it and had it rejected as it had not been properly serviced while in our possession. We charged the cost to the new car department. I would check the VISS and see how long the car has been in your stock. If...
Re: Lost Rep - 09/25/2009
... actaully did the Authorizing and push throughs. I hear there are some "conflicts" because your service parts reps are responsible for "warranty Overage" and have to access to the claims. So I guess this is a work in progress....
Re: Lost Rep - 09/21/2009
We also lost our rep--he took early retirement. We have heard that the parts/service position is going to be the same person from here on out and new assignments would take effect Oct. 1st and we would hear before then who our new rep. would be.
Re: Towing on a life time warr part ? - 09/16/2009
... information. If the amount is excessive, it will reject and require H Route to the District Service Manager for review. From a previous forum discussion. ...
Re: Global Warranty - 08/18/2009
... I get an error page saying "Unexpected Authentication Challenge". I've seen it listed under the service workbench for some time, but have never been able to access it. [/quote] That's what I get also. It won't let me access it....
GWM Authorization translation - 01/28/2010
... Thanks! Also, does anyone have a telephone number for GWM? I have a question regarding GMIN for service advisors & techs....
Re: Global Warranty Management ADP HELP! - 01/19/2010
Hello,dan here again.We have Adp for our service.With the new warranty op ZREG adp wont let you use this without a letter in front W-C-I we put a W in front of ZREG and now (WZREG as we put it for ADP )we CANT pull over warranty in PMT and help???? thanks...
Article 1.1.1-2008 GM New Vehicle Limited Warranty from the service P&P: "The New Vehicle Limited Warranties apply to the first owner and all future owners of the vehicle during the warranty period." After that statement it goes on to include what is...
Re: FUEL TANK CAPACITY - 06/26/2008
Additionally you may utilize SI in DealerWorld. Service Manual>General Information>Maintenance & Lubrication>Specifications>Approximate Fluid Capacities...Fuel Tank (26 gal).
AUTHORIZATIONS - 07/31/2008
I AM HAVING TROUBLE WITH MY SERVICE ADVISORS. I CAN NOT MAKE THEM UNDERSTAND WHY IT IS SO IMPORTANT TO HAVE ALL THE AUTHORIZATIONS, GMVIS, ADD LINES, ETC. DONE BEFORE THE RO'S GET TO ME. I HAVE GIVEN THEM "CHEAT SHEETS" THAT EXPLAIN EACH AUTHORIZATION...
Re: AUTHORIZATIONS - 07/31/2008
... the rest of you. I have worked it out with my comptroller and owner that any new hires in the service department are mine to train in regards to paperwork. I have pages pulled from both J&L and the P&P that detail documentation requirements. They...
Re: Rotor resurfacing - 02/26/2009
Check out the following bulletin,will tell you all you need. #00-05-22-002K: Disc Brake Warranty Service and Procedures
Re: What is the correct procedure? - 02/10/2009
... THEY NEED TO CATCH THE ISSUE BEFORE THE TECH HAS ANY TIME INTO THE REPAIR. I'VE FOUGHT WITH MY SERVICE WRITERS ABOUT THE ONE RO FOR ONE PART ON DEFECTS FOR THE LAST 3 YEARS BECAUSE YOU HAVE TO SHOW GM THAT THE CUSTOMER PAID FOR THE FIRST REPAIR....
Re: TRANS REPLACEMENT - 03/12/2009
... on the PCC page it is 36months/100k miles part and labor coverage. You can get there under service workbench *gm powertrain information center. ...
Re: Oil leak diagnosis - 03/30/2009
... Hours for the labor code operation submitted for the repair of the leak. Please reference the GM service information for the proper analyze procedures for the system being tested. ...
Re: Luxury Certified Pre-owned Limited Warranty, Cad SRX - 03/26/2009
... and Saturn CPO) and the CPO Guide (Cadillac, Hummer and Saab) are good reference tools for the service department. ...
Re: Updated Brake Warranty Procedures - 03/27/2009
... in both the "Repair Order Required Documentation" section and on the "Attachment Form - GM Brake Service Repair Order Documentation for Required Measurements". Both maintain the requirement for original and refinished rotor thickness measurements. The...
Re: Brake warranty memo - 07/23/2009
Keep in mind that bulletin 05-05-22-002E applies to Saturn vehicles ONLY. Bulletin 00-05-22-002L (Disc Brake Warranty Service and Procedures) applies to GM cars and trucks. Updated March 2009.
Re: PDI TIME FOR 2009 G3??? - 05/11/2009
... 2009 G3 PAYS?? 1.3 OR 1.4 LABOR TIME?? CANT FIND IT LISTED ANYWHERE. [/quote] If you go to SI (Service Information) and do the drill down by typing in the year, make and model you can go to Labor Operations, General Information & find any PDI time....
Re: GM MOE Test Question - 05/04/2009
... This was the "trick" question on the test for me. Funny in all the times I have refered to the GM Service Manual I had not paid particular attention to the wording....
WHY SEALS AND GASKETS ARE NOT WARRANTY(B AND N CLAIMS) - 04/22/2009
... 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. Our DVM said to handle it if it was just the seal and he will get qwith the...
Re: New DVM - 10/30/2009
... DVM but have not met him yet. He is called a Fixed Ops Manager (guess he is doing both parts and service). I think having a warranty specialist might actually be a good thing. It would be nice to have a direct contact person to talk to. Did everyone...
Re: Yet Another Part Warranty Question - 11/11/2009
Mike, do you know of any written policy regarding this so I can show my Service Manager? Also, the stabilizer links had to be cut off to remove the tank. Is that part GM responsibility?
Re: GLOBAL WARRANTY!! - 11/18/2009
Nicole, We also went on global warranty monday but my service manager was out and didn't want me to do any until he got back yesterday. We did 7, 2 were accepted and paid, 1 rejected and 5 came back unaccepted. The 1 that rejected was for both front rotors...
Re: Transportation Damage claims - 11/18/2009
... is used when: a. No Carrier's Delivery Receipt is available, such as: Vehicle(s) discovered at Service Agent Facility without receipt. Vehicle(s) presented for intransit repairs without receipt. NOTE: If Vehicle(s) is discovered at Service Agent...
Re: New vehicle in inventory battery problem - 09/30/2009
... for more than a couple of months, I H routed it and had it rejected as it had not been properly serviced while in our possession. We charged the cost to the new car department. I would check the VISS and see how long the car has been in your stock. If...
Re: Lost Rep - 09/25/2009
... actaully did the Authorizing and push throughs. I hear there are some "conflicts" because your service parts reps are responsible for "warranty Overage" and have to access to the claims. So I guess this is a work in progress....
Re: Lost Rep - 09/21/2009
We also lost our rep--he took early retirement. We have heard that the parts/service position is going to be the same person from here on out and new assignments would take effect Oct. 1st and we would hear before then who our new rep. would be.
Re: Towing on a life time warr part ? - 09/16/2009
... information. If the amount is excessive, it will reject and require H Route to the District Service Manager for review. From a previous forum discussion. ...
Re: Global Warranty - 08/18/2009
... I get an error page saying "Unexpected Authentication Challenge". I've seen it listed under the service workbench for some time, but have never been able to access it. [/quote] That's what I get also. It won't let me access it....
GWM Authorization translation - 01/28/2010
... Thanks! Also, does anyone have a telephone number for GWM? I have a question regarding GMIN for service advisors & techs....
Re: Global Warranty Management ADP HELP! - 01/19/2010
Hello,dan here again.We have Adp for our service.With the new warranty op ZREG adp wont let you use this without a letter in front W-C-I we put a W in front of ZREG and now (WZREG as we put it for ADP )we CANT pull over warranty in PMT and help???? thanks...
Re: Excessive rental - 12/15/2009
... the main mode of transportation for our 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...
Dealer Track - 10/20/2010
... 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!...
2 JOB CARDS WITH SAME LABOR OP - 12/06/2010
... 2 DAY'S WITH A JL WARRANTY TRAINER. I HAVE BEEN IN PART'S FOR 11 YEARS SO THEY BROUGHT ME OVER TO SERVICE. I REALLY LIKE THE JOB, BUT SOMEDAY'S I REALLY COULD USE SOME ADVICE. THANKS FOR ANY HELP....
Would you try to put a claim in for this? - 09/16/2010
... 2 holes and extracted bolts from inside and then could get a wrench on to tighten them back up. Service advisor thinks that they were installed improperly at the factory and said I should submit this as a warranty claim. Um.... how? The tech has 1.5...
Re: Warranty Rental VIN - 08/25/2010
One would expect that they are so busy they don't have time to process their paperwork. More often than not I'm calling three times for each request. Several times I have had my Service Manager call just to rattle their cage. No difference....
WPC returns for 08/25/10 - 08/25/2010
... up in the green box on the initial warranty processing screen, but do not show up under "review service agent open parts return requests." I made all the shipping labels already, but now it appears this might be a system error on the part of GWM? Anybody...
Re: Return Codes - 01/26/2011
You can find the list in Global Connect--Library--Service--Service Operations--Global Warranty Reject Code Description & Actions. For the one you have it shows: 834 Repair performed prior to start of Warranty. * The transaction submitted is prior...
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...
New! - Snap Your Shop - 02/23/2011
How many times has a technician come up to the service desk and said, "you have to see this"? Maybe it's a stored Camaro that mice have taken up residence, a "shade-tree" mechanic made a "modification", or you have one of the cleanest shops around. We...
Re: GLOBAL WARRANTY AND REYNOLDS USERS - 03/09/2010
DO YOU KNOW "WHY" AS A SERVICE AGENT USING DMS WE ARE UNABLE TO USE WEB INTERACTIVE AS PER THE NEW MANUAL
GSA HANDLING ALLOWANCE - 04/22/2010
... old message# VSG20011065 from 12/05/01. I've always just claimed the 150.000 everytime a US Forest Service comes in for a PDI. Thanks, Jodi...
Re: Chrome Wheel Supplier questions - 05/05/2010
[quote] Tonia: Why are you guys not ordering GM wheels? [/quote] Our service rep told us we HAVE to use Keystone. I guess they are less expensive (reconditioned, I think).
Engine Part Warranty on 2003 GMC Safari - 09/22/2021
... etc off that labor op and then any extra time i've had the manager sign for OLH. My current service manager is saying they have always just let the technicians claim as much time as they want and then submit everything as base time. Furthermore,...
Forum - 11/22/2021
... to identify what the parts department should bill out. I made it so we basically got a raise for service finally and they can increase the parts billing slightly. My guys bill them out to equal the total so I don't have to go behind and do write-off...
PIE0669 Info on 7500 mile maint for Dual Clutch Trans Canister Filter - 11/04/2021
... the EI does not show in GWM/IVH, disregard the PIE and proceed with diagnostics found in published service information I get that it has to be on their vis.... but this pertains to the first oil change. What concern???? If it is on the vis...
Forum - 08/05/2021
... who want all of the OLH and our advisor will just pay base time and leave the OLH flagging to me/service manager for approval. But then I have one advisor who pays them whatever and I do end up backflagging them sometimes, but that's actually been...
Elapsed time on tech punches - 08/06/2021
... with only 1 minute accumulated. The transaction was debited in full."Right now I have a first service claim, and for some reason the tech only has .1 elapsed. Would that be subject to chargeback in an aduit? I'm not too worried about that one, being...
What Would You Do - 03/22 - 02/23/2022
... light concern caused by incorrect resistance.The claim was written up as a one-line claim by the service advisor. But, while reviewing the claim prior to submission, the warranty administrator considered adding a second line to the claim to allow for...
Forum - 01/28/2022
Thank you for your response, my service manager and myself have been assuring they are replacing them. The parts dept is on board and the techs are of course being tech's.
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...
Forum - 12/14/2021
... than a TSB and use ZFAT to submit, or someone is putting in the wrong opcodes. I would review the service lane process to ensure that correct recalls are being written up and check with techs to be sure opcodes are being utilized correctly and check...
Vehicle received with acid rain damage and very dirty exterior and interior - 12/06/2021
... or standard warranty claim. A LON was not sent yet and it is past the 24 hours. When my service manager sent an email to our DMA he stated that he believes it should be submitted through warranty....
Forum - 02/19/2021
... of the job card. Recommend obtaining a copy of the audit email sent to the dealer from GM Audit Services as it specifices the documents required for the review as well as the document upload sequence. ...
Forum - 01/29/2021
When a rental is provided a copy of the rental agreement showing the rental vehicle VIN, or Service Agent owned rental documentation must be attached to the job card. Job card documentation (e.g. tech notes, time documentation, job card open/close...
Forum - 03/24/2021
... does not appear to be related to the reason that the Warranty Block was initiated on the vehicle. Service Agents must obtain wholesale approval prior to repair utilizing the Dealer Aftersales Empowerment Portal." So to me it would seem depending...
... the main mode of transportation for our 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...
Dealer Track - 10/20/2010
... 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!...
2 JOB CARDS WITH SAME LABOR OP - 12/06/2010
... 2 DAY'S WITH A JL WARRANTY TRAINER. I HAVE BEEN IN PART'S FOR 11 YEARS SO THEY BROUGHT ME OVER TO SERVICE. I REALLY LIKE THE JOB, BUT SOMEDAY'S I REALLY COULD USE SOME ADVICE. THANKS FOR ANY HELP....
Would you try to put a claim in for this? - 09/16/2010
... 2 holes and extracted bolts from inside and then could get a wrench on to tighten them back up. Service advisor thinks that they were installed improperly at the factory and said I should submit this as a warranty claim. Um.... how? The tech has 1.5...
Re: Warranty Rental VIN - 08/25/2010
One would expect that they are so busy they don't have time to process their paperwork. More often than not I'm calling three times for each request. Several times I have had my Service Manager call just to rattle their cage. No difference....
WPC returns for 08/25/10 - 08/25/2010
... up in the green box on the initial warranty processing screen, but do not show up under "review service agent open parts return requests." I made all the shipping labels already, but now it appears this might be a system error on the part of GWM? Anybody...
Re: Return Codes - 01/26/2011
You can find the list in Global Connect--Library--Service--Service Operations--Global Warranty Reject Code Description & Actions. For the one you have it shows: 834 Repair performed prior to start of Warranty. * The transaction submitted is prior...
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...
New! - Snap Your Shop - 02/23/2011
How many times has a technician come up to the service desk and said, "you have to see this"? Maybe it's a stored Camaro that mice have taken up residence, a "shade-tree" mechanic made a "modification", or you have one of the cleanest shops around. We...
Re: GLOBAL WARRANTY AND REYNOLDS USERS - 03/09/2010
DO YOU KNOW "WHY" AS A SERVICE AGENT USING DMS WE ARE UNABLE TO USE WEB INTERACTIVE AS PER THE NEW MANUAL
GSA HANDLING ALLOWANCE - 04/22/2010
... old message# VSG20011065 from 12/05/01. I've always just claimed the 150.000 everytime a US Forest Service comes in for a PDI. Thanks, Jodi...
Re: Chrome Wheel Supplier questions - 05/05/2010
[quote] Tonia: Why are you guys not ordering GM wheels? [/quote] Our service rep told us we HAVE to use Keystone. I guess they are less expensive (reconditioned, I think).
Engine Part Warranty on 2003 GMC Safari - 09/22/2021
... etc off that labor op and then any extra time i've had the manager sign for OLH. My current service manager is saying they have always just let the technicians claim as much time as they want and then submit everything as base time. Furthermore,...
Forum - 11/22/2021
... to identify what the parts department should bill out. I made it so we basically got a raise for service finally and they can increase the parts billing slightly. My guys bill them out to equal the total so I don't have to go behind and do write-off...
PIE0669 Info on 7500 mile maint for Dual Clutch Trans Canister Filter - 11/04/2021
... the EI does not show in GWM/IVH, disregard the PIE and proceed with diagnostics found in published service information I get that it has to be on their vis.... but this pertains to the first oil change. What concern???? If it is on the vis...
Forum - 08/05/2021
... who want all of the OLH and our advisor will just pay base time and leave the OLH flagging to me/service manager for approval. But then I have one advisor who pays them whatever and I do end up backflagging them sometimes, but that's actually been...
Elapsed time on tech punches - 08/06/2021
... with only 1 minute accumulated. The transaction was debited in full."Right now I have a first service claim, and for some reason the tech only has .1 elapsed. Would that be subject to chargeback in an aduit? I'm not too worried about that one, being...
What Would You Do - 03/22 - 02/23/2022
... light concern caused by incorrect resistance.The claim was written up as a one-line claim by the service advisor. But, while reviewing the claim prior to submission, the warranty administrator considered adding a second line to the claim to allow for...
Forum - 01/28/2022
Thank you for your response, my service manager and myself have been assuring they are replacing them. The parts dept is on board and the techs are of course being tech's.
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...
Forum - 12/14/2021
... than a TSB and use ZFAT to submit, or someone is putting in the wrong opcodes. I would review the service lane process to ensure that correct recalls are being written up and check with techs to be sure opcodes are being utilized correctly and check...
Vehicle received with acid rain damage and very dirty exterior and interior - 12/06/2021
... or standard warranty claim. A LON was not sent yet and it is past the 24 hours. When my service manager sent an email to our DMA he stated that he believes it should be submitted through warranty....
Forum - 02/19/2021
... of the job card. Recommend obtaining a copy of the audit email sent to the dealer from GM Audit Services as it specifices the documents required for the review as well as the document upload sequence. ...
Forum - 01/29/2021
When a rental is provided a copy of the rental agreement showing the rental vehicle VIN, or Service Agent owned rental documentation must be attached to the job card. Job card documentation (e.g. tech notes, time documentation, job card open/close...
Forum - 03/24/2021
... does not appear to be related to the reason that the Warranty Block was initiated on the vehicle. Service Agents must obtain wholesale approval prior to repair utilizing the Dealer Aftersales Empowerment Portal." So to me it would seem depending...
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!
Close repair orders after vehicle leaves the shop - 10/28/2020
I'm working on some training materials for our service staff. Everyone knows that you must close a repair order after the vehicle leaves the shop. But why? Yes, I know because my rep said so, and my warranty manager and DPSM, too. But...
Forum - 12/22/2020
Transportation, Vehicle Storage, and PDI Policy Manual: "Service agents will be credited for missing owner's manuals and glove box literature portfolios at the net amount paid by Service Agent less any discounts or allowances applicable. The parts handling...
Multiple job lines for this claim? - 12/23/2020
... replacing the TECHM. So 3 repairs were done, but they are all related. Right now the service advisor has this all on one job. Should this repair be separated into multiple lines? At least adding a line for the valve body replaced...
Forum - 09/01/2020
... 107: Pre-write up forms, if used, must contain all information required on job cards except the in-service date. The completed pre-write up form must be attached to the job card and retained in the vehicle history folder....
Forum - 06/04/2020
... P&P Article 5.15 Assembly Repair/Replacement & Bulletin 04-00-89-015: GM recommends Service Management involvement in all decisions regarding replacement of an engine or transmission assembly. Dealers are encouraged to utilize the GM Cost...
Forum - 04/20/2020
Have you tried contacting NVDR thru support on GM Global? When I've had issues with transportation claims they have been great with helping me out. It's one of the other tabs that's with the Service tab.
Forum - 03/02/2020
... policy of restricting customer reimbursement to the amount GM would have paid an authorized GM Service Agent to perform the repair....
Forum - 08/12/2019
I just thought of one other thing I do. I make sure my service advisors have access to JL Warranty so that they can view several of the short informative videos on different topics. They never do it, but I make sure they know the tools are available.
Forum - 11/19/2019
... as to why you are requesting olh. You must also scan a copy of the job card ,front and back with service manager signing off with time,date,signature and explaination of olh time. add this to attachments . The claim will go in review. Hope this will...
Forum - 12/06/2019
... in Pairs: When repairs necessitate both left/right or front/rear repairs or part replacements, Service Agents are to use the single labour operation and submit for the “Add Time” for performing both sides. If unique labour operations...
Inspection Process / Transportation Damage - Looking For Tips - 08/23/2019
... we're basicly at the mercy of the carrier to agree to allowing damage codes being added. Our Service Manager is telling me that we can still follow the LON process, but I thought that the LON in this situation would only apply if the...
Forum - 08/06/2019
Hi tbagley! P&P Article 9, Service Agent Self Review Process, is a helpful resource as it provides details on each of the Observation Periods (including period 3).
Forum - 08/07/2019
Yes, bulletin 16NA338 is a good resource as well as Service Policies & Procedures Article 2.16 Assembly Repair/Replacement. There is not a published ratio or percentage to support a repair vs replace decision.
Forum - 06/10/2019
... is generally 7,500 miles). Maintenance All vehicles require periodic maintenance. Maintenance services, such as those detailed in the owner manual are the owner's expense. Vehicle lubrication, cleaning, or polishing are not covered. Failure of or damage...
hybrid battery - 05/01/2019
what's the warranty if bought new and installed though the service department Format: Article
Forum - 05/07/2019
We charge labor as per the certified service battery promotion, $24.95 except on excluded vehicles which allow for more. I like the fact that Delco covers the battery for the full warranty period, but it is kind of nutty that labor is not covere...
Policy on an over the counter part - 05/20/2019
I received a claim where the service 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...
Forum - 05/21/2019
... our GM hybrid and electric vehicle owners, GM CCA is pleased to announce an enhancement to the GM Service Warranty on all advanced propulsion batteries. The enhanced warranty will be 3 years or 100,000 miles (whichever comes 1st). This 3 year/ 100,000-mile...
Forum - 05/29/2019
Be sure to complete the Policy Evaluation Tool - if the result is not agreeable, and the service manager elects to deviate, obtain pre-approval. The transaction would be submitted with Policy Decision authorization.
Forum - 05/23/2019
... and/or electrical diagnosis is not associated with the repair, the time would be handled as OLH. Service management is responsible for the reasonableness of the OLH request. Management authorization and separate time documentation is required....
Forum - 04/12/2019
... Labor included when repaired by a GM Dealer, or repaired by the installing Independent Service Center (ISC) with PCC authorization." Is the "repair" here referencing the repair made when the assembly was first purchased and installed or when that...
What Would You Do - 04/19 - 03/26/2019
... with the cover charged out in the parts field. The transaction rejected with error 024: Service Agent is not allowed to submit transactions for labor code 7023350.The warranty administrator reviewed the transaction confirming that the job card dates,...
Forum - 08/21/2017
The service advisors usually take care of this issue at our dealership. We write a job card , let the vehicle sit a few minutes . Then we check the oil level and note it on the job card . If for example the vehicle is an equinox thier is a good...
Forum - 08/08/2017
... miles documented in the mileage in/out field on the job card and a Field Product Report, the service manager opted not to claim the fuel expense. The transaction paid the 0.3 hours base labor with the CCND operation for a HVAC condition....
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!
Close repair orders after vehicle leaves the shop - 10/28/2020
I'm working on some training materials for our service staff. Everyone knows that you must close a repair order after the vehicle leaves the shop. But why? Yes, I know because my rep said so, and my warranty manager and DPSM, too. But...
Forum - 12/22/2020
Transportation, Vehicle Storage, and PDI Policy Manual: "Service agents will be credited for missing owner's manuals and glove box literature portfolios at the net amount paid by Service Agent less any discounts or allowances applicable. The parts handling...
Multiple job lines for this claim? - 12/23/2020
... replacing the TECHM. So 3 repairs were done, but they are all related. Right now the service advisor has this all on one job. Should this repair be separated into multiple lines? At least adding a line for the valve body replaced...
Forum - 09/01/2020
... 107: Pre-write up forms, if used, must contain all information required on job cards except the in-service date. The completed pre-write up form must be attached to the job card and retained in the vehicle history folder....
Forum - 06/04/2020
... P&P Article 5.15 Assembly Repair/Replacement & Bulletin 04-00-89-015: GM recommends Service Management involvement in all decisions regarding replacement of an engine or transmission assembly. Dealers are encouraged to utilize the GM Cost...
Forum - 04/20/2020
Have you tried contacting NVDR thru support on GM Global? When I've had issues with transportation claims they have been great with helping me out. It's one of the other tabs that's with the Service tab.
Forum - 03/02/2020
... policy of restricting customer reimbursement to the amount GM would have paid an authorized GM Service Agent to perform the repair....
Forum - 08/12/2019
I just thought of one other thing I do. I make sure my service advisors have access to JL Warranty so that they can view several of the short informative videos on different topics. They never do it, but I make sure they know the tools are available.
Forum - 11/19/2019
... as to why you are requesting olh. You must also scan a copy of the job card ,front and back with service manager signing off with time,date,signature and explaination of olh time. add this to attachments . The claim will go in review. Hope this will...
Forum - 12/06/2019
... in Pairs: When repairs necessitate both left/right or front/rear repairs or part replacements, Service Agents are to use the single labour operation and submit for the “Add Time” for performing both sides. If unique labour operations...
Inspection Process / Transportation Damage - Looking For Tips - 08/23/2019
... we're basicly at the mercy of the carrier to agree to allowing damage codes being added. Our Service Manager is telling me that we can still follow the LON process, but I thought that the LON in this situation would only apply if the...
Forum - 08/06/2019
Hi tbagley! P&P Article 9, Service Agent Self Review Process, is a helpful resource as it provides details on each of the Observation Periods (including period 3).
Forum - 08/07/2019
Yes, bulletin 16NA338 is a good resource as well as Service Policies & Procedures Article 2.16 Assembly Repair/Replacement. There is not a published ratio or percentage to support a repair vs replace decision.
Forum - 06/10/2019
... is generally 7,500 miles). Maintenance All vehicles require periodic maintenance. Maintenance services, such as those detailed in the owner manual are the owner's expense. Vehicle lubrication, cleaning, or polishing are not covered. Failure of or damage...
hybrid battery - 05/01/2019
what's the warranty if bought new and installed though the service department Format: Article
Forum - 05/07/2019
We charge labor as per the certified service battery promotion, $24.95 except on excluded vehicles which allow for more. I like the fact that Delco covers the battery for the full warranty period, but it is kind of nutty that labor is not covere...
Policy on an over the counter part - 05/20/2019
I received a claim where the service 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...
Forum - 05/21/2019
... our GM hybrid and electric vehicle owners, GM CCA is pleased to announce an enhancement to the GM Service Warranty on all advanced propulsion batteries. The enhanced warranty will be 3 years or 100,000 miles (whichever comes 1st). This 3 year/ 100,000-mile...
Forum - 05/29/2019
Be sure to complete the Policy Evaluation Tool - if the result is not agreeable, and the service manager elects to deviate, obtain pre-approval. The transaction would be submitted with Policy Decision authorization.
Forum - 05/23/2019
... and/or electrical diagnosis is not associated with the repair, the time would be handled as OLH. Service management is responsible for the reasonableness of the OLH request. Management authorization and separate time documentation is required....
Forum - 04/12/2019
... Labor included when repaired by a GM Dealer, or repaired by the installing Independent Service Center (ISC) with PCC authorization." Is the "repair" here referencing the repair made when the assembly was first purchased and installed or when that...
What Would You Do - 04/19 - 03/26/2019
... with the cover charged out in the parts field. The transaction rejected with error 024: Service Agent is not allowed to submit transactions for labor code 7023350.The warranty administrator reviewed the transaction confirming that the job card dates,...
Forum - 08/21/2017
The service advisors usually take care of this issue at our dealership. We write a job card , let the vehicle sit a few minutes . Then we check the oil level and note it on the job card . If for example the vehicle is an equinox thier is a good...
Forum - 08/08/2017
... miles documented in the mileage in/out field on the job card and a Field Product Report, the service manager opted not to claim the fuel expense. The transaction paid the 0.3 hours base labor with the CCND operation for a HVAC condition....
Forum - 09/05/2017
... in Accept status for the parts and labor (pump and housing) associated with the special coverage. Service management opted against completing the PET for a Policy Decision for the gear. If management had approved a Policy Decision in this situation, the...
Forum - 09/21/2017
"Service technicians, warranty administrators, or non-supervisory hourly personnel must not be empowered for these types of management approvals." Therefore ONLY management can approve, unless they comply with P&P. So NO, advisors & writers...
Forum - 09/25/2017
Coverage is provided during the terms of the New Vehicle Limited Warranty, Limited Powertrain Warranty and/or Hybrid Specific Limited Warranty. (Courtesy Transportation: Service P&P Article 1.4 - Bulletin 07-00-89-037)
Forum - 09/28/2017
If you're referring to recall 17199, this is in the recall. Service Procedure Important: The removed airbag must be properly deployed and disposed of or recycled after it is removed from the vehicle. THE REMOVED AIRBAG MUST NOT BE SOLD...
CONSEQUENTIAL DAMAGE THAT RESULTS IN ASSEMBLY REPLACEMENT - 09/28/2017
... ONE DOES) AND IT DOES NOT HAVE TO BE APPROVED BY THE SERV MANAGER. CLAIM REJECTED SAYING WSC WANTS SERVICE MANAGER DETAIL OF WHICH PUNCHES ARE OLH. I'M LOST. IS THERE A DOCUMENT OUT THERE THAT ADRESSES THIS? ...
Forum - 10/24/2017
I don't have one in front of me, but I'm pretty sure the ones that I've gotten from my Service Manager HAVE had the "range" on them... I have another question regarding this, do we need a PET for something like an oil change that the appointment for the...
Forum - 10/24/2017
... claim a $20 Administrative Allowance for all Customer Reimbursement transactions. Reference - Service P&P Manual Article 3.2.18....
Early Bird Drop Envelope requirements? - 12/06/2017
... not listed on the early bird envelope/drop-off form are considered add-ons and require appropriate Service Management authorization and separate on/off time documentation". The night drop envelopes that we have are NOT compliant to be used for...
Forum - 12/07/2017
... 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 properly. Customer...
Forum - 12/05/2017
... 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 returns. For part return requests, submit up to $25 in the Net/Admin...
Forum - 12/05/2017
The latest Required Authorizations Matrix may be found within Article 3.2.13 of the Service Policies & Procedures Manual - General Information. To best view the matrix click on the Download link under Attachments. On a side note: With the latest update...
Forum - 12/18/2017
Be sure to confirm that Business Unit: "GM-US" is selected from the drop down at the top of the Service Agent Profile (vs MIC). Also, what labor operation are you working with?
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 - 11/10/2017
Updated Instructions for Labor Code Submission of Emission Recall 17337 and Service Update 17419 Updated Date:Nov 09, 2017 15:40 ET Page Content GLOBAL SAFETY FIELD INVESTIGATIONS DCS4619 URGENT - DISTRIBUTE IMMEDIATELY Date: ...
EL-50313 GR8 Battery Tester Software Update - 11/16/2017
... release is available through GlobalConnect by clicking on Essential Tools-Software Updates on the Service Page.Use of outdated test equipment may result in chargeback of warranty transactions involving battery replacement.Refer to the Battery Testing...
Forum - 03/09/2018
... 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 the voucher states (or WSC requests) to...
Branded Title and DMA Authorization - 03/12/2018
... as the OEM part is present on the vehicle and is able tobe repaired or replaced per GM published service procedures. Failure must be due to adefect in material or workmanship of the OEM part and not a result of the condition whichbranded the title."I...
Forum - 03/05/2018
... for excess parts (depending on the number of flush/refills were necessary). On a side note, service management authorization is not required when submitting a closest to labor operation....
Forum - 03/22/2018
Hello ewill3rd! The service management authorization policy for straight time applies to those labor operations with ST listed as the base time in the LTG. There is no longer a policy for closest too ops.
Forum - 03/22/2018
... 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 or customer copy? ...
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 - 03/29/2018
Would you happen to know if this needs to be submitted with Policy Approval? I'm getting this -Error 802 : The number of days in service exceeds the vehicle warranty time limit.
Forum - 12/29/2017
... filling out drop envelopes, leaving notes or even emailing the dealership with their vehicle service requests. GM has expanded their policy on acceptable alternate forms of customer authorization to accommodate these scenarios....
Incomplete Vehicle - 12/29/2017
... I found information on them in the P&P but am still in the dark on the process the Service Agent is supposed to follow. Are we supposed to do something so that GM knows that we have installed a flat bed on an incomplete vehicle? ...
Forum - 01/02/2018
The Recall Vehicle Action Report: CAM-02 is available within the General Information section of Service Forms. Complete the Owner Unwilling/Unable to Bring in Vehicle section of the form. Keep in mind that "this will not close the recall in IVH - GM is...
... in Accept status for the parts and labor (pump and housing) associated with the special coverage. Service management opted against completing the PET for a Policy Decision for the gear. If management had approved a Policy Decision in this situation, the...
Forum - 09/21/2017
"Service technicians, warranty administrators, or non-supervisory hourly personnel must not be empowered for these types of management approvals." Therefore ONLY management can approve, unless they comply with P&P. So NO, advisors & writers...
Forum - 09/25/2017
Coverage is provided during the terms of the New Vehicle Limited Warranty, Limited Powertrain Warranty and/or Hybrid Specific Limited Warranty. (Courtesy Transportation: Service P&P Article 1.4 - Bulletin 07-00-89-037)
Forum - 09/28/2017
If you're referring to recall 17199, this is in the recall. Service Procedure Important: The removed airbag must be properly deployed and disposed of or recycled after it is removed from the vehicle. THE REMOVED AIRBAG MUST NOT BE SOLD...
CONSEQUENTIAL DAMAGE THAT RESULTS IN ASSEMBLY REPLACEMENT - 09/28/2017
... ONE DOES) AND IT DOES NOT HAVE TO BE APPROVED BY THE SERV MANAGER. CLAIM REJECTED SAYING WSC WANTS SERVICE MANAGER DETAIL OF WHICH PUNCHES ARE OLH. I'M LOST. IS THERE A DOCUMENT OUT THERE THAT ADRESSES THIS? ...
Forum - 10/24/2017
I don't have one in front of me, but I'm pretty sure the ones that I've gotten from my Service Manager HAVE had the "range" on them... I have another question regarding this, do we need a PET for something like an oil change that the appointment for the...
Forum - 10/24/2017
... claim a $20 Administrative Allowance for all Customer Reimbursement transactions. Reference - Service P&P Manual Article 3.2.18....
Early Bird Drop Envelope requirements? - 12/06/2017
... not listed on the early bird envelope/drop-off form are considered add-ons and require appropriate Service Management authorization and separate on/off time documentation". The night drop envelopes that we have are NOT compliant to be used for...
Forum - 12/07/2017
... 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 properly. Customer...
Forum - 12/05/2017
... 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 returns. For part return requests, submit up to $25 in the Net/Admin...
Forum - 12/05/2017
The latest Required Authorizations Matrix may be found within Article 3.2.13 of the Service Policies & Procedures Manual - General Information. To best view the matrix click on the Download link under Attachments. On a side note: With the latest update...
Forum - 12/18/2017
Be sure to confirm that Business Unit: "GM-US" is selected from the drop down at the top of the Service Agent Profile (vs MIC). Also, what labor operation are you working with?
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 - 11/10/2017
Updated Instructions for Labor Code Submission of Emission Recall 17337 and Service Update 17419 Updated Date:Nov 09, 2017 15:40 ET Page Content GLOBAL SAFETY FIELD INVESTIGATIONS DCS4619 URGENT - DISTRIBUTE IMMEDIATELY Date: ...
EL-50313 GR8 Battery Tester Software Update - 11/16/2017
... release is available through GlobalConnect by clicking on Essential Tools-Software Updates on the Service Page.Use of outdated test equipment may result in chargeback of warranty transactions involving battery replacement.Refer to the Battery Testing...
Forum - 03/09/2018
... 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 the voucher states (or WSC requests) to...
Branded Title and DMA Authorization - 03/12/2018
... as the OEM part is present on the vehicle and is able tobe repaired or replaced per GM published service procedures. Failure must be due to adefect in material or workmanship of the OEM part and not a result of the condition whichbranded the title."I...
Forum - 03/05/2018
... for excess parts (depending on the number of flush/refills were necessary). On a side note, service management authorization is not required when submitting a closest to labor operation....
Forum - 03/22/2018
Hello ewill3rd! The service management authorization policy for straight time applies to those labor operations with ST listed as the base time in the LTG. There is no longer a policy for closest too ops.
Forum - 03/22/2018
... 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 or customer copy? ...
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 - 03/29/2018
Would you happen to know if this needs to be submitted with Policy Approval? I'm getting this -Error 802 : The number of days in service exceeds the vehicle warranty time limit.
Forum - 12/29/2017
... filling out drop envelopes, leaving notes or even emailing the dealership with their vehicle service requests. GM has expanded their policy on acceptable alternate forms of customer authorization to accommodate these scenarios....
Incomplete Vehicle - 12/29/2017
... I found information on them in the P&P but am still in the dark on the process the Service Agent is supposed to follow. Are we supposed to do something so that GM knows that we have installed a flat bed on an incomplete vehicle? ...
Forum - 01/02/2018
The Recall Vehicle Action Report: CAM-02 is available within the General Information section of Service Forms. Complete the Owner Unwilling/Unable to Bring in Vehicle section of the form. Keep in mind that "this will not close the recall in IVH - GM is...
Warning 069 - 01/11/2018
... noticed a claim was underpaid so I went on GWM to see why. I got the labor operation and went into Service Information to confirm that all the labor was correct and found that the base was being underpaid by .4hrs. I went and adjusted the transaction...
Central Transport not Picking Up - 02/02/2018
So I've been sick for a few days and have just came back to work today when my Service Manager informed me that the engine we have for a WPC Request is still sitting waiting to be picked up. We had put in our request over a week ago, however, I guess...
Forum - 01/23/2018
Service manager should have gotten pre-approval of the OVN from the DMA depending on the reason and circumstances prior to ordering it. Then they would have had the pre-auth. The 3 day rental is allowed if the vehicle was diagnosed and down for the three ...
Forum - 01/25/2018
... Warranty tab for either a 12 or 24 month period, in addition to the monthly statistic within Service Agent Metrics. I am not aware of a specific GWM report providing statistics on the total days a job card is open - although in a review...
Forum - 11/28/2018
... coached me for the simple stuff and I got to where I could submit anything. I went back to writing service at another dealer, then went to dispatch, then our Warranty Admin quit and she spent 1 month with me showing me how to do a lot of the accounting...
Forum - 11/30/2018
Thanks ewill3rd for sharing how your dealership handles a shuttle service & providing the web address for our shuttle stamp! Courtesy Transportation Bulletin 07-00-89-037 supports, as mentioned by ewill3rd, documentation includes recording on...
Forum - 10/18/2018
... it is determined that a complete engine or transmission assembly must be replaced, all service agents are required to complete the Cost Comparison Worksheet, attach it to the job card and retain it in the vehicle history folder. (P&P Article 2.1...
Forum - 10/15/2018
... 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 internally. ...
Forum - 09/12/2018
Candy: Were the tire(s) replaced? If so, did you submit the transaction with GM Pre-Repair Authorization? If that is the case, select Service Agent Self Authorization with OLH selected.
Forum - 03/12/2019
... no OLH with CCND. P&P Article 2.4: 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 submission is not allowed....
N192212090 - 03/14/2019
So this new recall tells you to use some wax that will service 150 vehicles.Under the billing section it has this:Labor OperationDescriptionLabor TimeTrans. TypeNet Item9104331Install Corrosion Preventative Material0.7ZFATN/A9104332Replace Rear BumperADD:...
Forum - 02/20/2019
... times, then it's an automatic no. If I'm iffy about their comments, I'll check with the Service Manager. ...
Forum - 02/22/2019
... - The second job card with the same labor op code is called a Repeat Repair. The service manager must authorize the repeat repair prior to job being performed, sign, date, time stamp, and explain the reason the repair is being performed a second...
Forum - 01/28/2019
... we replaced a part. It failed before leaving and took out another part. Understand service manager approval required for both new parts but what about tech punch time?...
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 - 12/21/2018
... charged out in the parts section, but the cost per unit needs to be changed since 1 whole gallon services 2 vehicles. I have tried to go to my parts department to get this straight within their system on not just this but other claims that use a portion...
Forum - 12/06/2018
... allowance may only be claimed only when the repairs are completed at a sublet location and the Service Agent provided for the movement of the vehicle to and from that location....
Forum - 05/21/2018
Information on the Extended Protection Program may be found in Service P&P - Warranty Policy Information - Article 1.2.6. AMT Corporation is the program administrator. They can be reached at 1.877.265.1072 for questions or claim assistance.
Forum - 05/21/2018
This has happened to us, if a job went missing (which is rare) our service manager writes an explanation of the circumstance with his signature, date and time on the reprint. What else can you do really? I had one that was drenched in some...
Forum - 05/11/2018
... told me to H-route with an explanation. When I submitted, it rejected for being within Service Agent limits. Ultimately, we did have to submit with policy decision approval. We rarely use the special goodwill labor operations. ...
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 - 05/01/2018
... lift gate support struts after the reprogramming has been performed. Refer to the note in the Service Procedure section of the recall bulletin for details....
TEAR DOWN OF TRANS TO CAUSAL - 05/08/2018
... DOWN THE TRANS TO CAUSAL WOULD BE OLH AS EXTRA DIAG. AM I WRONG IN THINKING OF IT THAT WAY? MY SERVICE MANAGER SAYS THAT DOESN'T COUNT AS OLH FOR EXTRA DIAG, THAT SHE WOULD SAY IT'S PART OF THE REPAIR....
Forum - 04/18/2018
... diagnostic steps were performed? Were any bulletins followed? After review with the service manager and technician, the claim was submitted as a one line transaction, with no diagnostic time, and no OLH (no support for diagnostic...
Forum - 04/25/2018
... where the recall was performed with comments indicating why only one key was provided at time of service, for reimbursement of the key only....
... noticed a claim was underpaid so I went on GWM to see why. I got the labor operation and went into Service Information to confirm that all the labor was correct and found that the base was being underpaid by .4hrs. I went and adjusted the transaction...
Central Transport not Picking Up - 02/02/2018
So I've been sick for a few days and have just came back to work today when my Service Manager informed me that the engine we have for a WPC Request is still sitting waiting to be picked up. We had put in our request over a week ago, however, I guess...
Forum - 01/23/2018
Service manager should have gotten pre-approval of the OVN from the DMA depending on the reason and circumstances prior to ordering it. Then they would have had the pre-auth. The 3 day rental is allowed if the vehicle was diagnosed and down for the three ...
Forum - 01/25/2018
... Warranty tab for either a 12 or 24 month period, in addition to the monthly statistic within Service Agent Metrics. I am not aware of a specific GWM report providing statistics on the total days a job card is open - although in a review...
Forum - 11/28/2018
... coached me for the simple stuff and I got to where I could submit anything. I went back to writing service at another dealer, then went to dispatch, then our Warranty Admin quit and she spent 1 month with me showing me how to do a lot of the accounting...
Forum - 11/30/2018
Thanks ewill3rd for sharing how your dealership handles a shuttle service & providing the web address for our shuttle stamp! Courtesy Transportation Bulletin 07-00-89-037 supports, as mentioned by ewill3rd, documentation includes recording on...
Forum - 10/18/2018
... it is determined that a complete engine or transmission assembly must be replaced, all service agents are required to complete the Cost Comparison Worksheet, attach it to the job card and retain it in the vehicle history folder. (P&P Article 2.1...
Forum - 10/15/2018
... 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 internally. ...
Forum - 09/12/2018
Candy: Were the tire(s) replaced? If so, did you submit the transaction with GM Pre-Repair Authorization? If that is the case, select Service Agent Self Authorization with OLH selected.
Forum - 03/12/2019
... no OLH with CCND. P&P Article 2.4: 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 submission is not allowed....
N192212090 - 03/14/2019
So this new recall tells you to use some wax that will service 150 vehicles.Under the billing section it has this:Labor OperationDescriptionLabor TimeTrans. TypeNet Item9104331Install Corrosion Preventative Material0.7ZFATN/A9104332Replace Rear BumperADD:...
Forum - 02/20/2019
... times, then it's an automatic no. If I'm iffy about their comments, I'll check with the Service Manager. ...
Forum - 02/22/2019
... - The second job card with the same labor op code is called a Repeat Repair. The service manager must authorize the repeat repair prior to job being performed, sign, date, time stamp, and explain the reason the repair is being performed a second...
Forum - 01/28/2019
... we replaced a part. It failed before leaving and took out another part. Understand service manager approval required for both new parts but what about tech punch time?...
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 - 12/21/2018
... charged out in the parts section, but the cost per unit needs to be changed since 1 whole gallon services 2 vehicles. I have tried to go to my parts department to get this straight within their system on not just this but other claims that use a portion...
Forum - 12/06/2018
... allowance may only be claimed only when the repairs are completed at a sublet location and the Service Agent provided for the movement of the vehicle to and from that location....
Forum - 05/21/2018
Information on the Extended Protection Program may be found in Service P&P - Warranty Policy Information - Article 1.2.6. AMT Corporation is the program administrator. They can be reached at 1.877.265.1072 for questions or claim assistance.
Forum - 05/21/2018
This has happened to us, if a job went missing (which is rare) our service manager writes an explanation of the circumstance with his signature, date and time on the reprint. What else can you do really? I had one that was drenched in some...
Forum - 05/11/2018
... told me to H-route with an explanation. When I submitted, it rejected for being within Service Agent limits. Ultimately, we did have to submit with policy decision approval. We rarely use the special goodwill labor operations. ...
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 - 05/01/2018
... lift gate support struts after the reprogramming has been performed. Refer to the note in the Service Procedure section of the recall bulletin for details....
TEAR DOWN OF TRANS TO CAUSAL - 05/08/2018
... DOWN THE TRANS TO CAUSAL WOULD BE OLH AS EXTRA DIAG. AM I WRONG IN THINKING OF IT THAT WAY? MY SERVICE MANAGER SAYS THAT DOESN'T COUNT AS OLH FOR EXTRA DIAG, THAT SHE WOULD SAY IT'S PART OF THE REPAIR....
Forum - 04/18/2018
... diagnostic steps were performed? Were any bulletins followed? After review with the service manager and technician, the claim was submitted as a one line transaction, with no diagnostic time, and no OLH (no support for diagnostic...
Forum - 04/25/2018
... where the recall was performed with comments indicating why only one key was provided at time of service, for reimbursement of the key only....
Forum - 04/25/2018
... Once they hit the 3rd day and know they're going into the 4th day they can go over it with the service manager so he can do a pre-approval if needed. Please let me know if you try using it, and if you have success with it and how they go about...
Forum - 04/26/2018
... parts warranty battery. Per aricle 2.8.7 in P&P Customer Purchased an ACDelco Battery The GM Service Agent is not to submit a warranty transaction for the battery to GWM. The battery is not to be claimed as a policy adjustment. All batteries claimed...
Forum - 05/01/2018
... that means they are going to pay us for one gallon even though the recall states one gallon will service two vehicles. The response was "This is being pais as per gallon. Quantity field only accepts whole numbers." Not really an answer, but if they want...
Date Discrepancy - 07/16/2018
Hi,We have a claim that rejected for Error 802: The number of days in service exceeds the vehicle warranty time limit. The repair was a sublet repair. For some reason the repair order was opened after the sublet repair was made. The...
Forum - 07/20/2018
Thanks for the response kimf8780! After conversation with the body shop and service manager, the warranty administrator submitted each panel individually with OLH for the opposite side. Due to the expense associated with the claim, it was submitted...
What Would You Do - 08/18 - 07/23/2018
A 2014 Chevrolet Silverado was brought into the service department with a misfire, check engine light, and the vehicle was also shutting itself down. The technician verified the concern and found DTC P1290: fuel pump driver control.TAC advised replacement...
Forum - 06/13/2018
When it is determined that a complete engine or transmission assembly must be replaced, all service agents are required to complete the Cost Comparison Worksheet, attach it to the job card and retain it in the vehicle history folder. P&P Article 2.16 Transfer...
Forum - 08/01/2018
The plan start date is listed within the Applicable Warranties section of IVH. With your VIN, for example: The plan start date is 1/30/2017. (CPO vehicles delivered after 3/15/2016 received two service events within 2 years or 24,000 miles.)
Reject of the Month - January 2022 - 01/03/2022
... on a Chevrolet Corvette. At the time of the repair the labor operation indicated ST. The service manager approved the straight time as it exceeded the standard empowerment level of 2.0 hours. The technician’s time documentation supported 16.3 hours...
Option C Labor Rate - 01/03/2022
... rate plan received an increase. The new labor rate can be viewed in GWM within the “View Service Agent Profile” link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for...
Claiming Shuttle Allowance - 10/01/2021
With the shortage of vehicles available to put into your Courtesy Transportation Program, shuttle service is filling the void for many dealerships. You are allowed to claim $7.50 for a one-way shuttle and $15.00 for a two-way. Whether you transport your...
November 2021 Recall Update - 10/26/2021
... The bulletin that affects certain 2021 Cadillac CT4 vehicles has been revised to update the service procedure. Safety Recall N212332040-01 Stall While Driving: Certain 2021 model year Cadillac Escalade, Escalade ESV, Chevrolet Suburban, Tahoe,...
Option C Labor Rate - 12/01/2021
... labor rate plan will receive an increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for updating...
BrightDrop - 01/27/2021
... build of about 500 EV600’s. The BrightDrop brand will offer electric products, software, and services. Products include the commercial van, the EV600 and an electric pallet called the EP1. The pallet allows delivery drivers to easily transport...
Reject of the Month - January 2021 - 12/29/2020
... 2020 Chevrolet Corvette Stingray. At the time of the repair the labor operation indicated ST. The service manager approved the straight time as it exceeded the standard empowerment level of 2.0 hours. The technician’s time documentation supported...
Reject of the Month - February 2021 - 01/27/2021
... owner of a 2017 Cadillac Escalade took their vehicle to the service department with an intermittent noise concern from the rear of the vehicle. The technician verified the noise was coming from the rear end, disassembled the rear differential and found...
Option A or C? - 01/27/2021
... rate is tied to the Consumer Price Index (Option C) or the Retail Labor Rate (Option A), go to the Service Agent Profile within the Analyze Warranty tab in GWM. Click the Labor Rate tab and scroll to the bottom portion of the page to Labor Rate Plans....
GM Mail Out Reviews - 06/29/2021
The following claim scenarios were reviewed within the latest round of GM Mail Out Reviews handled by GM Audit Services. In each instance the transaction was debited due to incorrect or incomplete technician time clocking or documentation. The first...
New Error Codes - 07/27/2021
GM has launched 5 new error codes to assist dealers with understanding claim rejects involving Service Programming and the SPS Warranty Claim Code. In the past when GM was unable to validate successful completion of a reprogramming event claimed in GWM,...
New Technician Add Times for Transmission Repairs - 05/26/2021
... technician comments and separate punch times to support the extra time spent on repairs, but Service Management approval is not required as long as the time claimed is within the variable published allowance. For difficult repairs that exceed the Add...
Accounting of Labor Time - 06/29/2021
Service Policies and Procedures Article 6.2.5 addresses technician identification and accounting of labor time. Labor time paid by GM must be documented on the technician’s time ticket by job card. The job card number, technician ID, actual date ...
Bulletin 21-NA-110 Tonneau Cover Replacement - 05/26/2021
... bulletin. Use of the IBP part numbers will result in “error 51” with claim submission: Service Agent is not allowed to submit part product line X. For Limited Production Option (LPO) accessories (vehicles with RPO 63B/VOZ) (ordered...
CPO Chevrolet Buick GMC Program - 08/22/2022
... Policy adjustments are not allowed in the certification process or on any dealer stock vehicle. Service management approval is required for warranty repairs on stock vehicles with their signature/initials, date, time, and explanation that details how...
PRA Process-New Restrictions - 07/27/2022
... Sierra upper control arms. The CSMT app may be used by any member of the dealer’s service department team as determined necessary by service management. The app is the required method to process Pre-Repair Authorization (PRA) requests and...
Warranty and the Technician - 06/20/2022
... has little to no responsibility when it comes to warranty, right? Wrong. The technician and the service team play an integral role in the warranty process. The following are critical technician provided details for an accurate, policy compliant warranty...
... Once they hit the 3rd day and know they're going into the 4th day they can go over it with the service manager so he can do a pre-approval if needed. Please let me know if you try using it, and if you have success with it and how they go about...
Forum - 04/26/2018
... parts warranty battery. Per aricle 2.8.7 in P&P Customer Purchased an ACDelco Battery The GM Service Agent is not to submit a warranty transaction for the battery to GWM. The battery is not to be claimed as a policy adjustment. All batteries claimed...
Forum - 05/01/2018
... that means they are going to pay us for one gallon even though the recall states one gallon will service two vehicles. The response was "This is being pais as per gallon. Quantity field only accepts whole numbers." Not really an answer, but if they want...
Date Discrepancy - 07/16/2018
Hi,We have a claim that rejected for Error 802: The number of days in service exceeds the vehicle warranty time limit. The repair was a sublet repair. For some reason the repair order was opened after the sublet repair was made. The...
Forum - 07/20/2018
Thanks for the response kimf8780! After conversation with the body shop and service manager, the warranty administrator submitted each panel individually with OLH for the opposite side. Due to the expense associated with the claim, it was submitted...
What Would You Do - 08/18 - 07/23/2018
A 2014 Chevrolet Silverado was brought into the service department with a misfire, check engine light, and the vehicle was also shutting itself down. The technician verified the concern and found DTC P1290: fuel pump driver control.TAC advised replacement...
Forum - 06/13/2018
When it is determined that a complete engine or transmission assembly must be replaced, all service agents are required to complete the Cost Comparison Worksheet, attach it to the job card and retain it in the vehicle history folder. P&P Article 2.16 Transfer...
Forum - 08/01/2018
The plan start date is listed within the Applicable Warranties section of IVH. With your VIN, for example: The plan start date is 1/30/2017. (CPO vehicles delivered after 3/15/2016 received two service events within 2 years or 24,000 miles.)
Reject of the Month - January 2022 - 01/03/2022
... on a Chevrolet Corvette. At the time of the repair the labor operation indicated ST. The service manager approved the straight time as it exceeded the standard empowerment level of 2.0 hours. The technician’s time documentation supported 16.3 hours...
Option C Labor Rate - 01/03/2022
... rate plan received an increase. The new labor rate can be viewed in GWM within the “View Service Agent Profile” link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for...
Claiming Shuttle Allowance - 10/01/2021
With the shortage of vehicles available to put into your Courtesy Transportation Program, shuttle service is filling the void for many dealerships. You are allowed to claim $7.50 for a one-way shuttle and $15.00 for a two-way. Whether you transport your...
November 2021 Recall Update - 10/26/2021
... The bulletin that affects certain 2021 Cadillac CT4 vehicles has been revised to update the service procedure. Safety Recall N212332040-01 Stall While Driving: Certain 2021 model year Cadillac Escalade, Escalade ESV, Chevrolet Suburban, Tahoe,...
Option C Labor Rate - 12/01/2021
... labor rate plan will receive an increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for updating...
BrightDrop - 01/27/2021
... build of about 500 EV600’s. The BrightDrop brand will offer electric products, software, and services. Products include the commercial van, the EV600 and an electric pallet called the EP1. The pallet allows delivery drivers to easily transport...
Reject of the Month - January 2021 - 12/29/2020
... 2020 Chevrolet Corvette Stingray. At the time of the repair the labor operation indicated ST. The service manager approved the straight time as it exceeded the standard empowerment level of 2.0 hours. The technician’s time documentation supported...
Reject of the Month - February 2021 - 01/27/2021
... owner of a 2017 Cadillac Escalade took their vehicle to the service department with an intermittent noise concern from the rear of the vehicle. The technician verified the noise was coming from the rear end, disassembled the rear differential and found...
Option A or C? - 01/27/2021
... rate is tied to the Consumer Price Index (Option C) or the Retail Labor Rate (Option A), go to the Service Agent Profile within the Analyze Warranty tab in GWM. Click the Labor Rate tab and scroll to the bottom portion of the page to Labor Rate Plans....
GM Mail Out Reviews - 06/29/2021
The following claim scenarios were reviewed within the latest round of GM Mail Out Reviews handled by GM Audit Services. In each instance the transaction was debited due to incorrect or incomplete technician time clocking or documentation. The first...
New Error Codes - 07/27/2021
GM has launched 5 new error codes to assist dealers with understanding claim rejects involving Service Programming and the SPS Warranty Claim Code. In the past when GM was unable to validate successful completion of a reprogramming event claimed in GWM,...
New Technician Add Times for Transmission Repairs - 05/26/2021
... technician comments and separate punch times to support the extra time spent on repairs, but Service Management approval is not required as long as the time claimed is within the variable published allowance. For difficult repairs that exceed the Add...
Accounting of Labor Time - 06/29/2021
Service Policies and Procedures Article 6.2.5 addresses technician identification and accounting of labor time. Labor time paid by GM must be documented on the technician’s time ticket by job card. The job card number, technician ID, actual date ...
Bulletin 21-NA-110 Tonneau Cover Replacement - 05/26/2021
... bulletin. Use of the IBP part numbers will result in “error 51” with claim submission: Service Agent is not allowed to submit part product line X. For Limited Production Option (LPO) accessories (vehicles with RPO 63B/VOZ) (ordered...
CPO Chevrolet Buick GMC Program - 08/22/2022
... Policy adjustments are not allowed in the certification process or on any dealer stock vehicle. Service management approval is required for warranty repairs on stock vehicles with their signature/initials, date, time, and explanation that details how...
PRA Process-New Restrictions - 07/27/2022
... Sierra upper control arms. The CSMT app may be used by any member of the dealer’s service department team as determined necessary by service management. The app is the required method to process Pre-Repair Authorization (PRA) requests and...
Warranty and the Technician - 06/20/2022
... has little to no responsibility when it comes to warranty, right? Wrong. The technician and the service team play an integral role in the warranty process. The following are critical technician provided details for an accurate, policy compliant warranty...
Reject of the Month - August 2022 - 07/27/2022
... the customer noted that there were many different warnings on the dash, including the service side detection, power steering reduced, ABS light, traction control, and stabilitrak. The technician verified the concern and found code DTC P0119: Engine...
Reject of the Month - May 2022 - 04/26/2022
... labor operation allowed 3.1 hours base time and up to 1.0 hours diagnostic time. Service management reviewed the technician’s documentation and time punching to approve 1.8 hours OLH for excessive diagnostics. Management noted that multiple tests...
Water Leaks - 04/26/2022
... to gain access to the leak submitted as OLH. Any time submitted as OLH must be authorized by service management and separately time punched...
April 2022 Recall Update - 03/28/2022
... Recall N212349040-01 Driver Front Airbag Inflator May Rupture: The correction statement and service procedure have been updated in the bulletin. The recall affects certain 2008-17 Buick Enclave and 2013-17 Chevrolet Traverse vehicles. The removed and...
Option C Labor Rate Increase - 11/22/2022
... labor rate plan will receive an increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for updating...
Reject of the Month - December 2022 - 11/21/2022
Error 024: Service Agent is not allowed to submit transactions for labor code 7440130 The owner of a 2021 GMC Sierra brought their truck in for installation of a special-order part. On a previous service visit the owner had a concern with the stitching...
Approved PDI Fluid Adds - 10/28/2022
... The use of genuine GM or GM approved Parts and Accessories is required when performing any repairs/services paid for by General Motors in accordance with applicable provisions in the Sales and Service Agreement. This includes the use of ACDelco branded...
Option C Labor Rate - 01/04/2023
... rate plan received an increase. The new labor rate can be viewed in GWM within the “View Service Agent Profile” link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for...
March 2023 Recall Update - 02/28/2023
... 2023 model year vehicles has been revised to add the 2023 Buick Envision to the population. The service procedure has also been updated to include a graphic, note, and an added step to help identify if the heater and air conditioning user interface control...
What Would You Do? - 07/22 - 06/20/2022
The owner of a 2021 Chevrolet Silverado took their vehicle to the service department for a routine LOF/tire rotation and also to have an open field action performed.The field action required the installation of a component, that after installation was...
Forum - 07/06/2022
This is addressed in the June 2022 Service Ops Sentinel. At least here it isn't contradictory. So far, all of our techs have used the RPT. I'm not sure how to confirm it though. I can't find a record in CSMT.
Forum - 11/15/2022
... To fix this you would simply identify what the correct odometer would have been at the time of service and correct it on your submission. A mileage error occurs when you submit a claim later with the correct mileage when a previous invoice was submitted...
What Would You Do? - 11/22 - 10/28/2022
The owner of a 2022 Chevrolet Silverado visited the service department to have a loose feeling in the front end of the truck addressed. The technician diagnosed a failure with both front upper ball joints.To correct the condition both of the upper a-arms...
Forum - 11/01/2022
Can you give us a for instance? In CDK you cannot delete lines but you can overtype them with something like no service performed or line entered in error. You can delete a sub line, like it lets you add an operation (or multiples) to a single line and...
Battery replacements on vehicles with less than 250 miles - 10/18/2022
... i could not find the restriction on replacing batteries <250 miles. I finally went to the Service P&P,,Transportation / vehicle storage,,,,page 38 there it is...all highlighted so the auditor can say " see how come you didnt know this??"Batteries...
Forum - 08/30/2022
... reason the tech is requesting any OLH. Tech is required to put that reason in the story. The Service MGR. still needs to sign the hard copy for any OLH or Straight time over 2hrs. I hope this helps....
Forum - 07/26/2022
Kristen, My main issue is that GM only indicated that they were changing the first service pricing but I am happy that they are changing CPO pricing as well. As I re-read that GCUS message I see they didn't specify an operation code so it does occur...
Forum - 01/26/2023
I had one 2 days ago reject 903 and I started to get mad then I realized the advisor used a GMC opcode for a Buick service and it was legit. Problem is it happened so many times over the last few days I was hesitant to even check to see if WE were the...
Forum - 02/07/2023
... it was available in the catalog but when we contacted TAC they indicated that we should have serviced the assembly. Full debit on the motor, as stated it would require an R with an explanation that the prior claim was debited and the tech should receive...
Forum - 12/02/2022
... side that is great break down and put into really good aspect! I have used it to show the Service Manager and Adivsors exactly how it is broken down. EmissionsDocResource_2022.pdf ...
Debited Transactions - 03/20/2023
... process of how to fight a transaction debit/chargeback but that is only if I am notified by the service manager or DVM of the concern. If I could see notes on why a claim was charged back, I believe it will help me prevent small mistakes in the futu...
SAVI (Dongle scan) - 03/28/2023
I just got a text from my service director (he is at a chevy meeting) they said that lets say a vehicle comes in and cannot be scanned... towed... dead battery...whatever.. they said that the vehicle MUST be scanned the same day the RO is written... Lets...
Forum - 04/11/2023
Define what you mean by "reman" because all transmissions are remanufactured unless it is a brand new model and no service parts are available. Do you mean an aftermarket reman or...?
Forum - 04/04/2023
If it says "service manager signature" I make them sign it. I am not sure if there is any elimination for that specifically.
Forum - 04/04/2023
My understanding is that the system will do a check to see if a SAVI plug was done while in for service and reject if it was not. I would imagine that we will all be seeing whatever happens quite soon. I think it does a check when you transmit like it...
... the customer noted that there were many different warnings on the dash, including the service side detection, power steering reduced, ABS light, traction control, and stabilitrak. The technician verified the concern and found code DTC P0119: Engine...
Reject of the Month - May 2022 - 04/26/2022
... labor operation allowed 3.1 hours base time and up to 1.0 hours diagnostic time. Service management reviewed the technician’s documentation and time punching to approve 1.8 hours OLH for excessive diagnostics. Management noted that multiple tests...
Water Leaks - 04/26/2022
... to gain access to the leak submitted as OLH. Any time submitted as OLH must be authorized by service management and separately time punched...
April 2022 Recall Update - 03/28/2022
... Recall N212349040-01 Driver Front Airbag Inflator May Rupture: The correction statement and service procedure have been updated in the bulletin. The recall affects certain 2008-17 Buick Enclave and 2013-17 Chevrolet Traverse vehicles. The removed and...
Option C Labor Rate Increase - 11/22/2022
... labor rate plan will receive an increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for updating...
Reject of the Month - December 2022 - 11/21/2022
Error 024: Service Agent is not allowed to submit transactions for labor code 7440130 The owner of a 2021 GMC Sierra brought their truck in for installation of a special-order part. On a previous service visit the owner had a concern with the stitching...
Approved PDI Fluid Adds - 10/28/2022
... The use of genuine GM or GM approved Parts and Accessories is required when performing any repairs/services paid for by General Motors in accordance with applicable provisions in the Sales and Service Agreement. This includes the use of ACDelco branded...
Option C Labor Rate - 01/04/2023
... rate plan received an increase. The new labor rate can be viewed in GWM within the “View Service Agent Profile” link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for...
March 2023 Recall Update - 02/28/2023
... 2023 model year vehicles has been revised to add the 2023 Buick Envision to the population. The service procedure has also been updated to include a graphic, note, and an added step to help identify if the heater and air conditioning user interface control...
What Would You Do? - 07/22 - 06/20/2022
The owner of a 2021 Chevrolet Silverado took their vehicle to the service department for a routine LOF/tire rotation and also to have an open field action performed.The field action required the installation of a component, that after installation was...
Forum - 07/06/2022
This is addressed in the June 2022 Service Ops Sentinel. At least here it isn't contradictory. So far, all of our techs have used the RPT. I'm not sure how to confirm it though. I can't find a record in CSMT.
Forum - 11/15/2022
... To fix this you would simply identify what the correct odometer would have been at the time of service and correct it on your submission. A mileage error occurs when you submit a claim later with the correct mileage when a previous invoice was submitted...
What Would You Do? - 11/22 - 10/28/2022
The owner of a 2022 Chevrolet Silverado visited the service department to have a loose feeling in the front end of the truck addressed. The technician diagnosed a failure with both front upper ball joints.To correct the condition both of the upper a-arms...
Forum - 11/01/2022
Can you give us a for instance? In CDK you cannot delete lines but you can overtype them with something like no service performed or line entered in error. You can delete a sub line, like it lets you add an operation (or multiples) to a single line and...
Battery replacements on vehicles with less than 250 miles - 10/18/2022
... i could not find the restriction on replacing batteries <250 miles. I finally went to the Service P&P,,Transportation / vehicle storage,,,,page 38 there it is...all highlighted so the auditor can say " see how come you didnt know this??"Batteries...
Forum - 08/30/2022
... reason the tech is requesting any OLH. Tech is required to put that reason in the story. The Service MGR. still needs to sign the hard copy for any OLH or Straight time over 2hrs. I hope this helps....
Forum - 07/26/2022
Kristen, My main issue is that GM only indicated that they were changing the first service pricing but I am happy that they are changing CPO pricing as well. As I re-read that GCUS message I see they didn't specify an operation code so it does occur...
Forum - 01/26/2023
I had one 2 days ago reject 903 and I started to get mad then I realized the advisor used a GMC opcode for a Buick service and it was legit. Problem is it happened so many times over the last few days I was hesitant to even check to see if WE were the...
Forum - 02/07/2023
... it was available in the catalog but when we contacted TAC they indicated that we should have serviced the assembly. Full debit on the motor, as stated it would require an R with an explanation that the prior claim was debited and the tech should receive...
Forum - 12/02/2022
... side that is great break down and put into really good aspect! I have used it to show the Service Manager and Adivsors exactly how it is broken down. EmissionsDocResource_2022.pdf ...
Debited Transactions - 03/20/2023
... process of how to fight a transaction debit/chargeback but that is only if I am notified by the service manager or DVM of the concern. If I could see notes on why a claim was charged back, I believe it will help me prevent small mistakes in the futu...
SAVI (Dongle scan) - 03/28/2023
I just got a text from my service director (he is at a chevy meeting) they said that lets say a vehicle comes in and cannot be scanned... towed... dead battery...whatever.. they said that the vehicle MUST be scanned the same day the RO is written... Lets...
Forum - 04/11/2023
Define what you mean by "reman" because all transmissions are remanufactured unless it is a brand new model and no service parts are available. Do you mean an aftermarket reman or...?
Forum - 04/04/2023
If it says "service manager signature" I make them sign it. I am not sure if there is any elimination for that specifically.
Forum - 04/04/2023
My understanding is that the system will do a check to see if a SAVI plug was done while in for service and reject if it was not. I would imagine that we will all be seeing whatever happens quite soon. I think it does a check when you transmit like it...
Forum - 05/01/2023
... 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 of the coding is pretty much the same. You need to...
WARRANTY REPLACEMENT PART FAILED AFTER BUMPER-TO BUMPER EXPIRED - 05/25/2023
... 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 would have been covered for the remaining bumper -to-bumper,...
When a vehicle becomes re-certified - 06/12/2023
... system does not recognize when a vehicle is recertified as CPO. You will either need to policy the service or H:Route Here's my thought and it could be way off, but if a vehicle is recert why should the dealer be penalized for it? Why should we...
Forum - 12/27/2023
... not supposed to handle them, but it better than leaving items not being collected. I know that my service managers will step in and help me get the information I need. ...
Forum - 01/30/2024
Sorry I found my own answer we do have PCC auth. 36 months/100,000 miles (parts). Labor included when repaired by a GM Dealer, or repaired by the installing Independent Service Center (ISC) with PCC authorization.
Forum - 12/01/2023
On the Global warranty screen, analyze warranty, then click to service agent profile. It is listed on the top for us. Code G
Forum - 10/20/2023
The SASR and Comparative Analytics Training Module provides helpful information on the Service Agent Self Review Process, including how Comparative Analytics drives the SASR Process. A PDF of the training module is available within the Warranty Resource...
Forum - 08/07/2023
No, and what is on a vehicle really varies. My suggestion is look for items that say "bulb" and google the part number real quickly. Most LED's are serviced as part of an assembly and should be listed as "lamp".
Bulletin 24-NA-054 - 03/23/2024
... heated seats or heated steering wheel. This is good information to share with not only your service advisors, but also with your BDC personnel who make service appointments. Your customer’s will appreciate the information and save them from making...
April 2024 Recall Update - 03/23/2024
... has been revised to update the attention, correction, parts table, warranty information, and the service procedure. The recall affects certain 2024 Cadillac Lyriq vehicles. Customer Satisfaction Recall N232428540 Multiple Module Reprogramming: Certain...
Reject of the Month - December 2023 - 11/29/2023
Error 27: Towing amount exceeds the maximum allowed for the Service Agent A 2024 Cadillac LYRIQ was towed to “JL Cadillac” due to a no start condition, with the resolution ultimately being a buyback. Unfortunately, the dealership was not equipped...
Part Failure During Same Visit - 11/29/2023
... clock time for the OLH. Again, while this is not considered true OLH, as a standard practice service management authorization is typically included. Depending on the store’s empowerment, it may be necessary to submit with GM Authorization for review. Depending...
Option C Labor Rate Increase - 11/29/2023
... labor rate plan will receive an increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for updating...
Supporting Documentation - 01/29/2024
... The best way to ensure that this information is available is to retain the bulk of it in the service history file, whether that be a paper file or scanned and electronically filed. Common support documentation includes: All job cards (including...
Labor Rate - 01/29/2024
The service agents warranty 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...
Technician Accounting of Labor Time - 01/29/2024
... amount. OLH must be authorized by management prior to the first submission of the transaction. Service management is responsible for the reasonableness of the diagnosis time and/or OLH time claimed. Reminder: Technician punch time requirements...
Option C Labor Rate - 12/26/2023
... rate plan received an increase. The new labor rate can be viewed in GWM within the “View Service Agent Profile” link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for...
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...
Diagnosis Time When a Part was Ordered - 04/25/2023
... and attach a copy to the job card for the part replacement. When writing the new job card, service advisors should always restate the original customer concern and document the job card number where the diagnosis was made. Reference Policies...
EI Lite - 08/29/2023
... an EI Lite, such as PIE0757, dealers are to use the Field Product Reporting App via the Certified Service Mobile Toolbox (CSMT), take pictures of the issue, and fill out the required fields and submit. The EI Lite requests pictures only.  ...
Claiming Courtesy Transportation - 10/25/2023
... courtesy transportation, but don’t claim it. This is particularly true with shuttles. Service advisor failure to note shuttle on the job card (you can simply write the word shuttle on the job card) means that warranty administrators don’t...
October 2023 Recall Update - 09/25/2023
... the brake line. Customer Satisfaction Recall N222389360 Mislabeled Base Front Differential Housing Service Part: The recall bulletin addresses a condition in which certain 2015-22 model year Chevrolet Colorado and GMC Canyon vehicles may have a hole...
Dongle Reminders: - 08/29/2023
... with error code 872). As a best practice, dealers should scan every vehicle that comes into the service drive to help prevent missing any vehicle for which a dongle device scan is required. The scan is required on every warranty transaction with few...
Reject of the Month - October 2019 - 09/24/2019
... 2500 Crew Cab truck was experiencing a loose feeling in the steering. After checking IVH the service advisor wrote the job card up as warranty, as the vehicle was in warranty by both time and mileage. The repairing technician found side play in...
Recall Validation - 05/29/2019
... to debit. In these cases, a new job card must be written when the vehicle is brought back for service. If the SPS system identifies a correct module calibration, it will either display the Warranty Claim Code or allow the technician to proceed with a...
... 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 of the coding is pretty much the same. You need to...
WARRANTY REPLACEMENT PART FAILED AFTER BUMPER-TO BUMPER EXPIRED - 05/25/2023
... 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 would have been covered for the remaining bumper -to-bumper,...
When a vehicle becomes re-certified - 06/12/2023
... system does not recognize when a vehicle is recertified as CPO. You will either need to policy the service or H:Route Here's my thought and it could be way off, but if a vehicle is recert why should the dealer be penalized for it? Why should we...
Forum - 12/27/2023
... not supposed to handle them, but it better than leaving items not being collected. I know that my service managers will step in and help me get the information I need. ...
Forum - 01/30/2024
Sorry I found my own answer we do have PCC auth. 36 months/100,000 miles (parts). Labor included when repaired by a GM Dealer, or repaired by the installing Independent Service Center (ISC) with PCC authorization.
Forum - 12/01/2023
On the Global warranty screen, analyze warranty, then click to service agent profile. It is listed on the top for us. Code G
Forum - 10/20/2023
The SASR and Comparative Analytics Training Module provides helpful information on the Service Agent Self Review Process, including how Comparative Analytics drives the SASR Process. A PDF of the training module is available within the Warranty Resource...
Forum - 08/07/2023
No, and what is on a vehicle really varies. My suggestion is look for items that say "bulb" and google the part number real quickly. Most LED's are serviced as part of an assembly and should be listed as "lamp".
Bulletin 24-NA-054 - 03/23/2024
... heated seats or heated steering wheel. This is good information to share with not only your service advisors, but also with your BDC personnel who make service appointments. Your customer’s will appreciate the information and save them from making...
April 2024 Recall Update - 03/23/2024
... has been revised to update the attention, correction, parts table, warranty information, and the service procedure. The recall affects certain 2024 Cadillac Lyriq vehicles. Customer Satisfaction Recall N232428540 Multiple Module Reprogramming: Certain...
Reject of the Month - December 2023 - 11/29/2023
Error 27: Towing amount exceeds the maximum allowed for the Service Agent A 2024 Cadillac LYRIQ was towed to “JL Cadillac” due to a no start condition, with the resolution ultimately being a buyback. Unfortunately, the dealership was not equipped...
Part Failure During Same Visit - 11/29/2023
... clock time for the OLH. Again, while this is not considered true OLH, as a standard practice service management authorization is typically included. Depending on the store’s empowerment, it may be necessary to submit with GM Authorization for review. Depending...
Option C Labor Rate Increase - 11/29/2023
... labor rate plan will receive an increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for updating...
Supporting Documentation - 01/29/2024
... The best way to ensure that this information is available is to retain the bulk of it in the service history file, whether that be a paper file or scanned and electronically filed. Common support documentation includes: All job cards (including...
Labor Rate - 01/29/2024
The service agents warranty 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...
Technician Accounting of Labor Time - 01/29/2024
... amount. OLH must be authorized by management prior to the first submission of the transaction. Service management is responsible for the reasonableness of the diagnosis time and/or OLH time claimed. Reminder: Technician punch time requirements...
Option C Labor Rate - 12/26/2023
... rate plan received an increase. The new labor rate can be viewed in GWM within the “View Service Agent Profile” link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for...
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...
Diagnosis Time When a Part was Ordered - 04/25/2023
... and attach a copy to the job card for the part replacement. When writing the new job card, service advisors should always restate the original customer concern and document the job card number where the diagnosis was made. Reference Policies...
EI Lite - 08/29/2023
... an EI Lite, such as PIE0757, dealers are to use the Field Product Reporting App via the Certified Service Mobile Toolbox (CSMT), take pictures of the issue, and fill out the required fields and submit. The EI Lite requests pictures only.  ...
Claiming Courtesy Transportation - 10/25/2023
... courtesy transportation, but don’t claim it. This is particularly true with shuttles. Service advisor failure to note shuttle on the job card (you can simply write the word shuttle on the job card) means that warranty administrators don’t...
October 2023 Recall Update - 09/25/2023
... the brake line. Customer Satisfaction Recall N222389360 Mislabeled Base Front Differential Housing Service Part: The recall bulletin addresses a condition in which certain 2015-22 model year Chevrolet Colorado and GMC Canyon vehicles may have a hole...
Dongle Reminders: - 08/29/2023
... with error code 872). As a best practice, dealers should scan every vehicle that comes into the service drive to help prevent missing any vehicle for which a dongle device scan is required. The scan is required on every warranty transaction with few...
Reject of the Month - October 2019 - 09/24/2019
... 2500 Crew Cab truck was experiencing a loose feeling in the steering. After checking IVH the service advisor wrote the job card up as warranty, as the vehicle was in warranty by both time and mileage. The repairing technician found side play in...
Recall Validation - 05/29/2019
... to debit. In these cases, a new job card must be written when the vehicle is brought back for service. If the SPS system identifies a correct module calibration, it will either display the Warranty Claim Code or allow the technician to proceed with a...
New Battery Tester - 04/22/2019
... generation DCBS. The new battery tester is capable of performing comprehensive battery diagnostic services in 20 minutes or less and producing a warranty code for batteries that fail. The unit has built in 1D/2D scanner to support vehicle identification...
Reject of the Month - Warning 122 - 04/22/2019
Warning 122: This transaction was reviewed by a GM Service Manager and rejected. The owner of a 2018 Chevrolet Cruze experienced a SES light and reduced power. The technician connected to GDS and diagnosed the exhaust pressure differential sensor failed...
Bulletin 16-NA-405 - 04/22/2019
... has been updated to version 12. The latest version includes the 2019 model year, revisions to the service procedure, and updates to the parts and warranty information sections. Previous versions of the bulletin contained multiple labor operations based...
August 2018 Recall Update - 07/23/2018
... Programming Not Required labor code has been removed from the warranty information section and the service procedure has been updated with the latest recall bulletin release. Technicians are required to record the Warranty Claim Code on the job card....
TAC Case Handling - 08/20/2018
The GM Service Technical College (STC) announced a new course that is part of the 2018 STS Fundamentals requirement and will also be a 2019 STS Requirement. The course is titled Dealer Contact Management: Technical Assistance Center Case Handling training...
Consequential Damage Repairs - 11/29/2018
... fails and causes the failure of other parts, are often claimed incorrectly due to technicians, service advisors, and warranty administrators being unaware of how they should be submitted. The correct way to submit a consequential damage claim is...
Warranty Claim Code - 12/19/2018
... a reminder, programming labor operations are only applicable for control modules that have valid service software/calibration files. The operations are not to be used when replacing a module. SPS has been updated to provide a 10-digit WCC whenever...
Reject of the Month - Error code 111 - 12/19/2018
... date is greater than 60 days of the job card open date. After further discussion with the service team, the warranty administrator realized that the customer dropped the vehicle off at the dealership in May and left to go out of the country. The...
Electrical Diagnosis - 01/21/2019
... been found. A third time should then be clocked for the repair. Diagnostic time does not require service management approval, but OLH does. OLH can never be the first time clocked on the job card and service management may not approve all the time a...
February 2019 Recall Update - 01/21/2019
... recall is in effect until January 31, 2021. Customer Satisfaction Recall N182191400: Incorrect SDM Service Calibration: The recall population includes certain 2018 Chevrolet Camaro non high-performance vehicles that may have received the incorrect calibration...
Missing Radio Programming Steps - 02/21/2019
... or an existing radio, on the models listed in this document, it is necessary to follow published service information for A11 Radio: Programming and Setup in SI Document ID 4665648. Failure to follow published procedures may cause a loss of customer satisfaction...
Recall Summary Update - 01/28/2020
... been updated to reflect an update to the airbag return location instructions contained within the service procedure section. Certain 2010-11 Chevrolet Malibu vehicles are involved in the recall population. Customer Satisfaction Recall N192220080: Engine...
Over the Counter Parts Warranty - 04/29/2020
... dealership for the part and the transaction type used is ZPTC. The customer does not need to see a service advisor to create a job card and can go directly to the parts department to get their replacement part. When the transaction is submitted to GM...
More on Other Labor Hours - 04/29/2020
... too. Once it has been determined how much of the time clocked will be paid to the technician, service management must sign, date, time, and provide a detailed explanation that supports the time paid. There are approximately 1,100 select labor operations...
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...
Determining Powertrain Coverage & Labor Ops - 12/02/2019
The Powertrain warranty on GM vehicles varies, depending on the vehicle. Service advisors should always verify powertrain warranty coverage via Investigate Vehicle History. Once the powertrain warranty coverage is known and after a diagnosis of the customer’s...
November 2019 Recall Update - 10/23/2019
... Refrigerant Leak: The special coverage has been updated due to a change in labor time and the service procedure for the replacement of the air conditioning condenser. The bulletin applies to certain Cadillac Escalade, Escalade ESV, Chevrolet Suburban,...
Reject of the Month - Error code 229 - 01/29/2020
... job card 12345 is related to labor code 8466430. In August 2019 a 2015 GMC Sierra was in the service department for a transmission concern, the vehicle would not shift. The technician found clutch debris after removing the pan and burnt 4/5/6 clutches...
Straight Time - 02/17/2020
... and Correction will help support the total amount of Straight Time and/or other labor claimed. Service management reviews technician documentation and time involved and is responsible for the reasonableness of the amount submitted on the transaction....
The Warranty Claim Code - 12/02/2019
... a reminder, programming labor operations are only applicable for control modules that have valid service software/calibration files. The operations are not to be used when replacing a module. Did you know that a SPS WCC is required with both the...
Option C Labor Rate - 12/02/2019
... will receive an increase. At that time, the new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for updating...
January 2020 Recall Update - 01/03/2020
... model), and 2020 Chevrolet Silverado 1500, and GMC Sierra 1500 trucks. Dealers are to perform the service procedure contained within the bulletin and provide owners with improved instructions and labeling on the cover to facilitate proper installation. Customer...
Fluid and Air Conditioning Leak Analysis - 09/22/2020
... to the naked eye, but sometimes there is extra effort involved in finding the source of the leak. Service Information lists various steps in determining the source of an engine oil or transmission fluid leak and procedures for finding a coolant leak....
LTG Frequently Asked Questions - 09/22/2020
... with CVO garage. All warranty labor times are determined by following the steps of the associated service procedure. In the US, labor time studies are performed by ASE Certified or State Licensed technicians with dealership experience. The technician...
October 2020 Recall Update - 09/22/2020
... Pursuit Vehicles has been updated to include revisions to the condition, part, warranty, and service procedure sections. Special Coverage N192210260-02 Diesel Emission Fluid Tank Reservoir Replacement: The special coverage bulletin has been updated...
... generation DCBS. The new battery tester is capable of performing comprehensive battery diagnostic services in 20 minutes or less and producing a warranty code for batteries that fail. The unit has built in 1D/2D scanner to support vehicle identification...
Reject of the Month - Warning 122 - 04/22/2019
Warning 122: This transaction was reviewed by a GM Service Manager and rejected. The owner of a 2018 Chevrolet Cruze experienced a SES light and reduced power. The technician connected to GDS and diagnosed the exhaust pressure differential sensor failed...
Bulletin 16-NA-405 - 04/22/2019
... has been updated to version 12. The latest version includes the 2019 model year, revisions to the service procedure, and updates to the parts and warranty information sections. Previous versions of the bulletin contained multiple labor operations based...
August 2018 Recall Update - 07/23/2018
... Programming Not Required labor code has been removed from the warranty information section and the service procedure has been updated with the latest recall bulletin release. Technicians are required to record the Warranty Claim Code on the job card....
TAC Case Handling - 08/20/2018
The GM Service Technical College (STC) announced a new course that is part of the 2018 STS Fundamentals requirement and will also be a 2019 STS Requirement. The course is titled Dealer Contact Management: Technical Assistance Center Case Handling training...
Consequential Damage Repairs - 11/29/2018
... fails and causes the failure of other parts, are often claimed incorrectly due to technicians, service advisors, and warranty administrators being unaware of how they should be submitted. The correct way to submit a consequential damage claim is...
Warranty Claim Code - 12/19/2018
... a reminder, programming labor operations are only applicable for control modules that have valid service software/calibration files. The operations are not to be used when replacing a module. SPS has been updated to provide a 10-digit WCC whenever...
Reject of the Month - Error code 111 - 12/19/2018
... date is greater than 60 days of the job card open date. After further discussion with the service team, the warranty administrator realized that the customer dropped the vehicle off at the dealership in May and left to go out of the country. The...
Electrical Diagnosis - 01/21/2019
... been found. A third time should then be clocked for the repair. Diagnostic time does not require service management approval, but OLH does. OLH can never be the first time clocked on the job card and service management may not approve all the time a...
February 2019 Recall Update - 01/21/2019
... recall is in effect until January 31, 2021. Customer Satisfaction Recall N182191400: Incorrect SDM Service Calibration: The recall population includes certain 2018 Chevrolet Camaro non high-performance vehicles that may have received the incorrect calibration...
Missing Radio Programming Steps - 02/21/2019
... or an existing radio, on the models listed in this document, it is necessary to follow published service information for A11 Radio: Programming and Setup in SI Document ID 4665648. Failure to follow published procedures may cause a loss of customer satisfaction...
Recall Summary Update - 01/28/2020
... been updated to reflect an update to the airbag return location instructions contained within the service procedure section. Certain 2010-11 Chevrolet Malibu vehicles are involved in the recall population. Customer Satisfaction Recall N192220080: Engine...
Over the Counter Parts Warranty - 04/29/2020
... dealership for the part and the transaction type used is ZPTC. The customer does not need to see a service advisor to create a job card and can go directly to the parts department to get their replacement part. When the transaction is submitted to GM...
More on Other Labor Hours - 04/29/2020
... too. Once it has been determined how much of the time clocked will be paid to the technician, service management must sign, date, time, and provide a detailed explanation that supports the time paid. There are approximately 1,100 select labor operations...
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...
Determining Powertrain Coverage & Labor Ops - 12/02/2019
The Powertrain warranty on GM vehicles varies, depending on the vehicle. Service advisors should always verify powertrain warranty coverage via Investigate Vehicle History. Once the powertrain warranty coverage is known and after a diagnosis of the customer’s...
November 2019 Recall Update - 10/23/2019
... Refrigerant Leak: The special coverage has been updated due to a change in labor time and the service procedure for the replacement of the air conditioning condenser. The bulletin applies to certain Cadillac Escalade, Escalade ESV, Chevrolet Suburban,...
Reject of the Month - Error code 229 - 01/29/2020
... job card 12345 is related to labor code 8466430. In August 2019 a 2015 GMC Sierra was in the service department for a transmission concern, the vehicle would not shift. The technician found clutch debris after removing the pan and burnt 4/5/6 clutches...
Straight Time - 02/17/2020
... and Correction will help support the total amount of Straight Time and/or other labor claimed. Service management reviews technician documentation and time involved and is responsible for the reasonableness of the amount submitted on the transaction....
The Warranty Claim Code - 12/02/2019
... a reminder, programming labor operations are only applicable for control modules that have valid service software/calibration files. The operations are not to be used when replacing a module. Did you know that a SPS WCC is required with both the...
Option C Labor Rate - 12/02/2019
... will receive an increase. At that time, the new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for updating...
January 2020 Recall Update - 01/03/2020
... model), and 2020 Chevrolet Silverado 1500, and GMC Sierra 1500 trucks. Dealers are to perform the service procedure contained within the bulletin and provide owners with improved instructions and labeling on the cover to facilitate proper installation. Customer...
Fluid and Air Conditioning Leak Analysis - 09/22/2020
... to the naked eye, but sometimes there is extra effort involved in finding the source of the leak. Service Information lists various steps in determining the source of an engine oil or transmission fluid leak and procedures for finding a coolant leak....
LTG Frequently Asked Questions - 09/22/2020
... with CVO garage. All warranty labor times are determined by following the steps of the associated service procedure. In the US, labor time studies are performed by ASE Certified or State Licensed technicians with dealership experience. The technician...
October 2020 Recall Update - 09/22/2020
... Pursuit Vehicles has been updated to include revisions to the condition, part, warranty, and service procedure sections. Special Coverage N192210260-02 Diesel Emission Fluid Tank Reservoir Replacement: The special coverage bulletin has been updated...
I'm Just a Warranty Claim - 05/29/2020
... the customer is greeted and directed to an available advisor in preparation for consulting. The service advisor first determines the customer concern and establishes a working agreement with the customer. It is at this stage of the process that warranty...
Reject of the Month - May 2020 - 04/29/2020
... do not support the repair performed and/or the parts replaced are common errors encountered by the service and warranty team. To remedy this issue, encourage service advisors, managers, and/or warranty administrators to address vague cause/correction...
Parts Policies - 05/29/2020
Use of used parts is prohibited when performing warranty and policy repairs, field actions (recalls), and any other service/repair paid for by General Motors. While swapping of parts is helpful from a diagnostic perspective, swapped parts must...
Electrical Diagnostic Time - 07/30/2020
... 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 of diagnosis time claimed. Warranty...
E-Labor Operation - 05/28/2020
... related. If there is not a check engine light illuminated when the vehicle comes into the service department, nothing differently needs to be done to help the service team identify warranty coverage. If the light was not on, the claim must not be submitted...
July 2020 Recall Update - 06/23/2020
... in the recall program. The recall has been revised to update the parts, warranty information, and service procedure table. Customer Satisfaction Recall N192264210-02 Enable Diesel Engine Block Heater: The recall bulletin that affects certain 2017-19...
Certified Pre-Owned Resource Center - 02/20/2018
... are now found in a link titled “Labor operations that require pre-approval.” If service management believes a part failed due to a manufacturer’s defect, pre-approval from your DMA is required. The transaction would have to be GM Authorized...
PQC Assembly Replacement Process - 03/26/2018
... operations are identified in GWM within the Items Not Allowed tab under the Analyze Warranty/View Service Agent Profile. Specific dealer questions concerning the PQC contact requirement are addressed by the dealer’s Field Warranty Manager. In the...
April 2018 Recall Update - 03/26/2018
... The recall bulletin has been revised to remove the screenshot attachment requirement in the service procedure and warranty information sections. The recall addresses a software defect which may prevent the deployment of the frontal airbags and pretensioners....
Option C Labor Rate - 12/21/2017
... C labor rate plan received an increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most recent rate for your dealership. Dealers are responsible for updating...
What is Customer Enthusiasm? - 12/21/2017
... are adamant that they didn’t. Because it can’t be proven as to what caused the crack, service management decides to replace the mirror and submit for warranty reimbursement. A customer is upset that you are asking them to pay...
Reject of the Month - 06/25/2018
... the allowance for labor code xxxxxxx and error code 122: This transaction was reviewed by a GM Service Manager and rejected. The WSC agent required review of the OLH punch times, with the following concerns noted: the first time punch on the job card...
Tire Replacement - 11/21/2017
... when defective. They are not covered 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...
SPID Label - 08/21/2017
The Service Parts Identification Label on all 2018 model year vehicles will be discontinued. Much of the information that was on the label will now be available through a QR code on the Certification Label. If the Certification Label does not have a QR...
Reject of the Month - 11/29/2016
The owner of a 2016 Buick Envision had a concern with a vibration at speeds of 60 mph and higher. The dealership service technician installed the pico scope, test drove the car and found excessive tire vibration. After balancing and test driving the vehicle...
Option C Labor Rate - 12/21/2016
... labor rate plan received a 2.5% increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most recent rate for your dealership. Dealers are responsible for updating...
Enterprise Mechanical Repair Protection (eMRP) - 12/21/2016
Effective December 1, 2016, claims on eMRP service contracts administered by Ally are no longer able to be processed through GWM. Dealers must call 888.eMRP.413 for claim authorization on all claims. When contacting eMRP, the dealer must have a detailed...
The Correct Causal Part - 01/23/2017
... causal part was chosen based on the labor operation submitted. The reject cannot be authorized by service management or the WSC. To correct, select a different causal part, update the labor operation, or if the causal part and labor operation are correct,...
June 2017 Recall Update - 05/22/2017
... video has been updated to remove the steps that pertain to the use of threadlocker within the service procedure. The recall affects certain 2016-2017 Chevrolet Cruze vehicles. Noncompliance Recall 16165-01: Wheel Date Marking Incorrect: The recall...
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...
Coding Transportation Transactions - 09/27/2016
... would be claimed for the time required to repair the panel. A transportation transaction can be service agent self-authorized for OLH, up to the dealership's empowerment. Time claimed greater than a dealer's empowerment must be approved by the DBC, but...
November 2016 Recall Update - 10/26/2016
... Outage Indicator Not Working: The recall bulletin has been updated to include a revision to the service procedure section. Special Coverage 12313C: Engine Balance Chain: The special coverage has been updated to reflect revisions to the part information,...
December 2016 Recall Update - 11/29/2016
... to inspect and replace the appropriate side impact airbag per the VIN list that is included in the service procedure section of the recall. The recall includes certain 2016 Chevrolet Malibu models. Customer Satisfaction Program 16095: Brake Caliper Guide...
Option A or C Labor Rate - 11/29/2016
Option A allows the service agent to receive retail reimbursement for labor provided in connection with performing warranty work. Option C allows a service agent to receive an annual minimum increase of 2.5% to its established warranty labor rate, while...
Proactive Alerts - 06/27/2016
... Corvette and Equinox. Eventually, alerts will be expanded to cover the entire GM lineup. The free service comes as part of the OnStar package. The data collected at each vehicle start is sent to GM through the vehicle's cellular communications portal...
... the customer is greeted and directed to an available advisor in preparation for consulting. The service advisor first determines the customer concern and establishes a working agreement with the customer. It is at this stage of the process that warranty...
Reject of the Month - May 2020 - 04/29/2020
... do not support the repair performed and/or the parts replaced are common errors encountered by the service and warranty team. To remedy this issue, encourage service advisors, managers, and/or warranty administrators to address vague cause/correction...
Parts Policies - 05/29/2020
Use of used parts is prohibited when performing warranty and policy repairs, field actions (recalls), and any other service/repair paid for by General Motors. While swapping of parts is helpful from a diagnostic perspective, swapped parts must...
Electrical Diagnostic Time - 07/30/2020
... 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 of diagnosis time claimed. Warranty...
E-Labor Operation - 05/28/2020
... related. If there is not a check engine light illuminated when the vehicle comes into the service department, nothing differently needs to be done to help the service team identify warranty coverage. If the light was not on, the claim must not be submitted...
July 2020 Recall Update - 06/23/2020
... in the recall program. The recall has been revised to update the parts, warranty information, and service procedure table. Customer Satisfaction Recall N192264210-02 Enable Diesel Engine Block Heater: The recall bulletin that affects certain 2017-19...
Certified Pre-Owned Resource Center - 02/20/2018
... are now found in a link titled “Labor operations that require pre-approval.” If service management believes a part failed due to a manufacturer’s defect, pre-approval from your DMA is required. The transaction would have to be GM Authorized...
PQC Assembly Replacement Process - 03/26/2018
... operations are identified in GWM within the Items Not Allowed tab under the Analyze Warranty/View Service Agent Profile. Specific dealer questions concerning the PQC contact requirement are addressed by the dealer’s Field Warranty Manager. In the...
April 2018 Recall Update - 03/26/2018
... The recall bulletin has been revised to remove the screenshot attachment requirement in the service procedure and warranty information sections. The recall addresses a software defect which may prevent the deployment of the frontal airbags and pretensioners....
Option C Labor Rate - 12/21/2017
... C labor rate plan received an increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most recent rate for your dealership. Dealers are responsible for updating...
What is Customer Enthusiasm? - 12/21/2017
... are adamant that they didn’t. Because it can’t be proven as to what caused the crack, service management decides to replace the mirror and submit for warranty reimbursement. A customer is upset that you are asking them to pay...
Reject of the Month - 06/25/2018
... the allowance for labor code xxxxxxx and error code 122: This transaction was reviewed by a GM Service Manager and rejected. The WSC agent required review of the OLH punch times, with the following concerns noted: the first time punch on the job card...
Tire Replacement - 11/21/2017
... when defective. They are not covered 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...
SPID Label - 08/21/2017
The Service Parts Identification Label on all 2018 model year vehicles will be discontinued. Much of the information that was on the label will now be available through a QR code on the Certification Label. If the Certification Label does not have a QR...
Reject of the Month - 11/29/2016
The owner of a 2016 Buick Envision had a concern with a vibration at speeds of 60 mph and higher. The dealership service technician installed the pico scope, test drove the car and found excessive tire vibration. After balancing and test driving the vehicle...
Option C Labor Rate - 12/21/2016
... labor rate plan received a 2.5% increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most recent rate for your dealership. Dealers are responsible for updating...
Enterprise Mechanical Repair Protection (eMRP) - 12/21/2016
Effective December 1, 2016, claims on eMRP service contracts administered by Ally are no longer able to be processed through GWM. Dealers must call 888.eMRP.413 for claim authorization on all claims. When contacting eMRP, the dealer must have a detailed...
The Correct Causal Part - 01/23/2017
... causal part was chosen based on the labor operation submitted. The reject cannot be authorized by service management or the WSC. To correct, select a different causal part, update the labor operation, or if the causal part and labor operation are correct,...
June 2017 Recall Update - 05/22/2017
... video has been updated to remove the steps that pertain to the use of threadlocker within the service procedure. The recall affects certain 2016-2017 Chevrolet Cruze vehicles. Noncompliance Recall 16165-01: Wheel Date Marking Incorrect: The recall...
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...
Coding Transportation Transactions - 09/27/2016
... would be claimed for the time required to repair the panel. A transportation transaction can be service agent self-authorized for OLH, up to the dealership's empowerment. Time claimed greater than a dealer's empowerment must be approved by the DBC, but...
November 2016 Recall Update - 10/26/2016
... Outage Indicator Not Working: The recall bulletin has been updated to include a revision to the service procedure section. Special Coverage 12313C: Engine Balance Chain: The special coverage has been updated to reflect revisions to the part information,...
December 2016 Recall Update - 11/29/2016
... to inspect and replace the appropriate side impact airbag per the VIN list that is included in the service procedure section of the recall. The recall includes certain 2016 Chevrolet Malibu models. Customer Satisfaction Program 16095: Brake Caliper Guide...
Option A or C Labor Rate - 11/29/2016
Option A allows the service agent to receive retail reimbursement for labor provided in connection with performing warranty work. Option C allows a service agent to receive an annual minimum increase of 2.5% to its established warranty labor rate, while...
Proactive Alerts - 06/27/2016
... Corvette and Equinox. Eventually, alerts will be expanded to cover the entire GM lineup. The free service comes as part of the OnStar package. The data collected at each vehicle start is sent to GM through the vehicle's cellular communications portal...
Compensation - 05/24/2016
... industry in order to keep up with work expansion that dealers have in regards to sales, but also service. In the auto retail business it is fairly typical that owner and employee compensation growth track very closely in the auto retail business. In...
Takata Airbag Engineering Study - 07/28/2016
... humidity areas in the US. Technicians are required to record the serial number from the service inflator kit on the job card. A photograph must be taken of the vehicle VIN plate and the airbag serial number on the new airbag inflator. A copy of each...
Reject of the Month - 05/14/2013
... 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 unique labour codes. If the bulletin is updated after May 7, the labour...
Parts and Accessories Warranty - 04/12/2013
... surfaces were improperly prepared. Therefore, a failure within six months of installation is the service agent's responsibility. A failure after the six month period and up to 12 months is covered under the GM parts and accessories warranty. GM Policies...
Corvette - 05/14/2013
... that are getting the new model must have Corvette Stingray specialists in both sales and service. ...
Reminder! The 12 Month Part Warranty - 01/24/2013
... the warranty coverage in place at that time; 12 months or 12,000 miles, whichever occurs first.Service management is required to approve all part warranties by signing and dating the job card and including a statement as to why the approval was given....
GMPP Tax Update for Indiana Dealers - 02/26/2013
Dealers must no longer charge sales tax on the sale of a vehicle service contract. The tax is now applicable on the parts that are charged to complete repairs. The Indiana Department of Revenue announced the change on January 8, 2013. The change...
Attaching Supporting Documentation to the Transaction - 02/26/2013
Service agents have the ability to add attachments to transactions that are being submitted or re-submitted after rejecting. Common documents that are scanned and attached to the warranty transaction include: Time documentationTechnician commentsWorksheetsSublet ...
Software Update - 11/18/2013
... GR8 Battery Diagnostic Station. The update is available for download through the Dealer Equipment Services (DES) website. This update will make the following changes to the operation of the GR8: adds new warranty code of 15 digits in a 5/5/5 numeric...
Bulletin 06-08-47-001 Update - 10/01/2013
... with module replacement, with new or updated software and/or calibration files using the TIS Service Programming System (SPS) application. The labour codes contained within the bulletin are only to be used for performing the SPS procedure. These operations...
HazMat Regulations - 12/09/2013
... hazardous material parts to the WPC. The fee is charged for the 24 hour emergency response phone service, provided by Infotrac Hazard Material. In order to comply with Department of Transportation HazMat regulations, dealers must include the Infotrac...
Important! Recall 14116 - 12/19/2014
... the replacement procedure. Job cards with multiple sensors charged out should be reviewed by service management to determine if the failure was a result of the technician not following proper procedures. If that is the case, the additional sensors should...
GMPP Courtesy Transportation and Towing Guidelines - 01/10/2014
... 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 day and shuttle is reimbursed at $7.50 one way and $15 two...
December 2013 Recall Update - 12/09/2013
Special Coverage 10335B: Airbag Readiness Light/Service Airbag Message-Reroute Wire Harness/Replace Connectors: This bulletin has been updated for a revision to the parts information section. The quantity of part number 13580234 has changed to 2 per vehicle....
Green Garage - 12/09/2013
... Cambridge, MA., Ann Arbor, MI., and Berkeley, CA. Currently there are two stores in Boulder, CO. Service advisors are trained to educate and inform the customer of parts that should or should not be replaced. Technicians are called "car huggers" and...
Vehicle Vibration Concerns - 07/03/2013
... Techs should also have most of the Vibration Analysis Worksheet completed prior to contacting TAC. Service advisors should be familiar with Customer Concern Verification Worksheets which allows them to accurately capture specific detail about the co...
2013 Camaro5 Fest - 09/04/2013
... and the cost of the installation of the eligible parts will be deducted from the customer's paid service invoice. The dealer is reimbursed for the labour based on the listed labour time for the performance part or accessory in the Camaro5 Fest catalog...
Phone Pics - 10/08/2012
... usually on bigger jobs or ones that take a long time. Dealers are able to select the level of service they prefer with ClearMechanic. A mid-level package generates the web images, content and automatic customer emails. A free package is an available...
October 2012 Recall Update - 10/08/2012
... in the recall population. The recall addresses the condition in certain vehicles that were serviced with an incorrect calibration. The Automatic Crash Response system may not work as intended because of a software program. The software problem affects...
Brake Pads and Rotors - 08/30/2012
... and not typically covered as a warranty repair. Bulletin 00-05-22-002M, Disc Brake Warranty Service and Procedures, contains a lot of detailed information concerning brake pads and rotors. Within this bulletin it states that "Consideration should be...
Tire Pressure Monitors - 07/02/2012
Does your service department know that tire pressure monitors can be matched with the VIN of the vehicle it was installed on? This traceability process also takes into consideration whether wheel changes took place or accessory wheels were added. The...
Certified Elite - 11/05/2012
... higher and the dealer parts loyalty threshold, now at 79% rolling 12 month number. Repeat repair, service training standard and dealership tier 2 CAC or dealership CAC thresholds remain the same. In order to receive Certified Elite Benefits in early...
Wiring Labour Operation Clarification - 10/08/2012
... information is used by GM quality and engineering to enhance product quality and/or improve serviceability. The additional information that may be required with the wiring operation includes:SI Harness Routing View Document ID Number (used with...
UPS Shipping Labels - 12/18/2012
... window will appear. Once the link for shipping parts less than 150 pounds is selected, a new UPS Service Terms and Conditions screen will appear. This screen will only appear one time and only with parts that weigh less than 150 pounds. Select the continue...
The 12 Month Part Warranty - 12/18/2012
... coverage in place at that time; 12 months or 12,000 miles, whichever occurs first.As a reminder, service management is required to approve all part warranties by signing and dating the job card and including a simple statement as to why approval was...
... industry in order to keep up with work expansion that dealers have in regards to sales, but also service. In the auto retail business it is fairly typical that owner and employee compensation growth track very closely in the auto retail business. In...
Takata Airbag Engineering Study - 07/28/2016
... humidity areas in the US. Technicians are required to record the serial number from the service inflator kit on the job card. A photograph must be taken of the vehicle VIN plate and the airbag serial number on the new airbag inflator. A copy of each...
Reject of the Month - 05/14/2013
... 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 unique labour codes. If the bulletin is updated after May 7, the labour...
Parts and Accessories Warranty - 04/12/2013
... surfaces were improperly prepared. Therefore, a failure within six months of installation is the service agent's responsibility. A failure after the six month period and up to 12 months is covered under the GM parts and accessories warranty. GM Policies...
Corvette - 05/14/2013
... that are getting the new model must have Corvette Stingray specialists in both sales and service. ...
Reminder! The 12 Month Part Warranty - 01/24/2013
... the warranty coverage in place at that time; 12 months or 12,000 miles, whichever occurs first.Service management is required to approve all part warranties by signing and dating the job card and including a statement as to why the approval was given....
GMPP Tax Update for Indiana Dealers - 02/26/2013
Dealers must no longer charge sales tax on the sale of a vehicle service contract. The tax is now applicable on the parts that are charged to complete repairs. The Indiana Department of Revenue announced the change on January 8, 2013. The change...
Attaching Supporting Documentation to the Transaction - 02/26/2013
Service agents have the ability to add attachments to transactions that are being submitted or re-submitted after rejecting. Common documents that are scanned and attached to the warranty transaction include: Time documentationTechnician commentsWorksheetsSublet ...
Software Update - 11/18/2013
... GR8 Battery Diagnostic Station. The update is available for download through the Dealer Equipment Services (DES) website. This update will make the following changes to the operation of the GR8: adds new warranty code of 15 digits in a 5/5/5 numeric...
Bulletin 06-08-47-001 Update - 10/01/2013
... with module replacement, with new or updated software and/or calibration files using the TIS Service Programming System (SPS) application. The labour codes contained within the bulletin are only to be used for performing the SPS procedure. These operations...
HazMat Regulations - 12/09/2013
... hazardous material parts to the WPC. The fee is charged for the 24 hour emergency response phone service, provided by Infotrac Hazard Material. In order to comply with Department of Transportation HazMat regulations, dealers must include the Infotrac...
Important! Recall 14116 - 12/19/2014
... the replacement procedure. Job cards with multiple sensors charged out should be reviewed by service management to determine if the failure was a result of the technician not following proper procedures. If that is the case, the additional sensors should...
GMPP Courtesy Transportation and Towing Guidelines - 01/10/2014
... 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 day and shuttle is reimbursed at $7.50 one way and $15 two...
December 2013 Recall Update - 12/09/2013
Special Coverage 10335B: Airbag Readiness Light/Service Airbag Message-Reroute Wire Harness/Replace Connectors: This bulletin has been updated for a revision to the parts information section. The quantity of part number 13580234 has changed to 2 per vehicle....
Green Garage - 12/09/2013
... Cambridge, MA., Ann Arbor, MI., and Berkeley, CA. Currently there are two stores in Boulder, CO. Service advisors are trained to educate and inform the customer of parts that should or should not be replaced. Technicians are called "car huggers" and...
Vehicle Vibration Concerns - 07/03/2013
... Techs should also have most of the Vibration Analysis Worksheet completed prior to contacting TAC. Service advisors should be familiar with Customer Concern Verification Worksheets which allows them to accurately capture specific detail about the co...
2013 Camaro5 Fest - 09/04/2013
... and the cost of the installation of the eligible parts will be deducted from the customer's paid service invoice. The dealer is reimbursed for the labour based on the listed labour time for the performance part or accessory in the Camaro5 Fest catalog...
Phone Pics - 10/08/2012
... usually on bigger jobs or ones that take a long time. Dealers are able to select the level of service they prefer with ClearMechanic. A mid-level package generates the web images, content and automatic customer emails. A free package is an available...
October 2012 Recall Update - 10/08/2012
... in the recall population. The recall addresses the condition in certain vehicles that were serviced with an incorrect calibration. The Automatic Crash Response system may not work as intended because of a software program. The software problem affects...
Brake Pads and Rotors - 08/30/2012
... and not typically covered as a warranty repair. Bulletin 00-05-22-002M, Disc Brake Warranty Service and Procedures, contains a lot of detailed information concerning brake pads and rotors. Within this bulletin it states that "Consideration should be...
Tire Pressure Monitors - 07/02/2012
Does your service department know that tire pressure monitors can be matched with the VIN of the vehicle it was installed on? This traceability process also takes into consideration whether wheel changes took place or accessory wheels were added. The...
Certified Elite - 11/05/2012
... higher and the dealer parts loyalty threshold, now at 79% rolling 12 month number. Repeat repair, service training standard and dealership tier 2 CAC or dealership CAC thresholds remain the same. In order to receive Certified Elite Benefits in early...
Wiring Labour Operation Clarification - 10/08/2012
... information is used by GM quality and engineering to enhance product quality and/or improve serviceability. The additional information that may be required with the wiring operation includes:SI Harness Routing View Document ID Number (used with...
UPS Shipping Labels - 12/18/2012
... window will appear. Once the link for shipping parts less than 150 pounds is selected, a new UPS Service Terms and Conditions screen will appear. This screen will only appear one time and only with parts that weigh less than 150 pounds. Select the continue...
The 12 Month Part Warranty - 12/18/2012
... coverage in place at that time; 12 months or 12,000 miles, whichever occurs first.As a reminder, service management is required to approve all part warranties by signing and dating the job card and including a simple statement as to why approval was...
Dexos1 Reimbursement - 12/18/2012
... 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 be claimed with the Cadillac...
Optikleen State Dilution Requirements - 03/08/2012
... the sale or use of windshield washer solvent can result in significant penalties and/or fines. Service department personal, specifically technicians, must completely understand proper diluting procedures using Optikleen to fully comply with all laws....
GWM & IVH Shutdown - 01/19/2012
... other key points associated with the shutdown: During the shutdown dealers can access IVH on the Service Workbench dashboard during scheduled availability. During the shutdown there will be no WPC requests or WPC status updates. ...
Power Steering Concerns - 02/07/2012
... transmission fluid for any other power system components, such as the pump, cooler, or hoses. Service steering gears currently are shipped without the tag that identifies the vehicle as being converted to DEXRON(r)-VI. Eventually they will be. Until...
The Rookie Corner - 12/15/2011
... be recorded on the repair order. This information is displayed on the Transmission Cooling System Service Tool, J 45096, Transflow(r) machine when the dial is in the code position.Tested flow rate (displayed in Gallons Per Minute (GPM))Temperature (displayed...
WPC Part Returns-Fluids - 05/02/2012
... transaction is subject to debit. The WPC Part Waiver Form is available on GlobalConnect within the Service Workbench....
Product Quality Center Forms - 04/13/2012
The PQC Authorization Request Forms are available in GlobalConnect within the Service Workbench in Service Forms. After selecting the appropriate form from the list (automatic transmission, transfer case, engine, etc), it may be filled out on your computer...
Tire Replacement Labour Operations - 06/06/2014
... covered if they are simply worn 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...
The New Recall Center - 07/01/2014
... satisfaction campaigns and special coverages includedFAQs and link for locating and scheduling service at their local dealershipContact phone numbers for all brand call centersGM has also announced that there will be a significant enhancement within...
July 2014 Recall Update - 07/01/2014
... Front Axle Right Half Shaft Fracture: The recall has been updated to include a revision for the service part inspection for part numbers 13334705, 13367771, 13335132 (auto transmission), and 13367770 (manual transmission). All solid axle shafts are good...
Ignition Switch Recall Update - 07/01/2014
Courtesy TransportationService management approval is required for rentals in excess of three days. A completed rental invoice, including the rental VIN and rental days must be attached to the job card.Part Return RequestAll ignition switch recall...
Recall 14591 - 01/21/2015
... 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 are installing are the same as what was in the vehicle. The...
Important! Recall 14116 - 12/19/2014
... the replacement procedure. Job cards with multiple sensors charged out should be reviewed by service management to determine if the failure was a result of the technician not following proper procedures. If that is the case, the additional sensors should...
Rental Policies - 12/19/2014
... 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. GM authorization is required for six or more days. The reason for the...
STS Requirements - 11/25/2014
The GM Service Technical College has made Emerging Issues a 2014 STS requirement for Chevrolet, GMC, Buick, and Cadillac dealerships. To satisfy this requirement, all dealerships are required to have at least one technician complete each of the twelve...
October 2014 Recall Update - 10/03/2014
... recall involves certain 2003-2004 Pontiac Vibe vehicles. Involved vehicles that previously were serviced and passed the inspection will need to be serviced again so the inflator can be replaced. Safety Recall 14079G: Front Axle Right Half Shaft...
ACDelco Brake Shoe Kit - 08/05/2014
GM has requested return of service inventory of ACDelco Brake Shoe Kit part numbers 19287975, 18030015, 19255646, 19158721, 19292719, 19255647, 19165999, 19292720, and 19286423 with the package date code of 13091 to 14109. The first two digits of the...
Transmitter/Fob Appearance - 07/29/2015
... of the integrated blade with a new battery cover. The repair allows for 2 covers and 2 inserts to service 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...
Recall 14110 - 07/29/2015
... with DTC P0300 or P0304 stored, it may be necessary to replace the #4 spark plug. The Service Procedure section contains two different sections, one for new vehicles in dealer inventory and one for all other vehicles. ...
Air Bag Inflator Modules - 03/26/2015
... that packs and ships the used module must have received HazMat training as described in the Service Policies and Procedures Manual. ...
Diagnostic Add Time - 06/02/2015
... should name the diagnostic testing equipment used and the test results to validate the time taken. Service managers are no longer required to approve diagnostic time, but they are responsible for assuring complete technician documentation and the reasonableness...
July 2015 Recall Update - 06/30/2015
... Micro Switch: The recall bulletin has been updated to include a revision to the parts information, service procedure, and warranty transaction sections. The repair has been revised to replace the power brake booster vacuum pipe, which includes the vacuum...
GM Pre-Owned Collection - 02/02/2016
GM has made plans to launch an online service to sell low-mileage, used vehicles to consumers nationwide. The site will offer an online inventory of GM vehicles returned off lease, from daily rental operators, and from GM's company car program. Once shoppers...
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
... 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 $100 core has been added to...
... 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 be claimed with the Cadillac...
Optikleen State Dilution Requirements - 03/08/2012
... the sale or use of windshield washer solvent can result in significant penalties and/or fines. Service department personal, specifically technicians, must completely understand proper diluting procedures using Optikleen to fully comply with all laws....
GWM & IVH Shutdown - 01/19/2012
... other key points associated with the shutdown: During the shutdown dealers can access IVH on the Service Workbench dashboard during scheduled availability. During the shutdown there will be no WPC requests or WPC status updates. ...
Power Steering Concerns - 02/07/2012
... transmission fluid for any other power system components, such as the pump, cooler, or hoses. Service steering gears currently are shipped without the tag that identifies the vehicle as being converted to DEXRON(r)-VI. Eventually they will be. Until...
The Rookie Corner - 12/15/2011
... be recorded on the repair order. This information is displayed on the Transmission Cooling System Service Tool, J 45096, Transflow(r) machine when the dial is in the code position.Tested flow rate (displayed in Gallons Per Minute (GPM))Temperature (displayed...
WPC Part Returns-Fluids - 05/02/2012
... transaction is subject to debit. The WPC Part Waiver Form is available on GlobalConnect within the Service Workbench....
Product Quality Center Forms - 04/13/2012
The PQC Authorization Request Forms are available in GlobalConnect within the Service Workbench in Service Forms. After selecting the appropriate form from the list (automatic transmission, transfer case, engine, etc), it may be filled out on your computer...
Tire Replacement Labour Operations - 06/06/2014
... covered if they are simply worn 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...
The New Recall Center - 07/01/2014
... satisfaction campaigns and special coverages includedFAQs and link for locating and scheduling service at their local dealershipContact phone numbers for all brand call centersGM has also announced that there will be a significant enhancement within...
July 2014 Recall Update - 07/01/2014
... Front Axle Right Half Shaft Fracture: The recall has been updated to include a revision for the service part inspection for part numbers 13334705, 13367771, 13335132 (auto transmission), and 13367770 (manual transmission). All solid axle shafts are good...
Ignition Switch Recall Update - 07/01/2014
Courtesy TransportationService management approval is required for rentals in excess of three days. A completed rental invoice, including the rental VIN and rental days must be attached to the job card.Part Return RequestAll ignition switch recall...
Recall 14591 - 01/21/2015
... 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 are installing are the same as what was in the vehicle. The...
Important! Recall 14116 - 12/19/2014
... the replacement procedure. Job cards with multiple sensors charged out should be reviewed by service management to determine if the failure was a result of the technician not following proper procedures. If that is the case, the additional sensors should...
Rental Policies - 12/19/2014
... 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. GM authorization is required for six or more days. The reason for the...
STS Requirements - 11/25/2014
The GM Service Technical College has made Emerging Issues a 2014 STS requirement for Chevrolet, GMC, Buick, and Cadillac dealerships. To satisfy this requirement, all dealerships are required to have at least one technician complete each of the twelve...
October 2014 Recall Update - 10/03/2014
... recall involves certain 2003-2004 Pontiac Vibe vehicles. Involved vehicles that previously were serviced and passed the inspection will need to be serviced again so the inflator can be replaced. Safety Recall 14079G: Front Axle Right Half Shaft...
ACDelco Brake Shoe Kit - 08/05/2014
GM has requested return of service inventory of ACDelco Brake Shoe Kit part numbers 19287975, 18030015, 19255646, 19158721, 19292719, 19255647, 19165999, 19292720, and 19286423 with the package date code of 13091 to 14109. The first two digits of the...
Transmitter/Fob Appearance - 07/29/2015
... of the integrated blade with a new battery cover. The repair allows for 2 covers and 2 inserts to service 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...
Recall 14110 - 07/29/2015
... with DTC P0300 or P0304 stored, it may be necessary to replace the #4 spark plug. The Service Procedure section contains two different sections, one for new vehicles in dealer inventory and one for all other vehicles. ...
Air Bag Inflator Modules - 03/26/2015
... that packs and ships the used module must have received HazMat training as described in the Service Policies and Procedures Manual. ...
Diagnostic Add Time - 06/02/2015
... should name the diagnostic testing equipment used and the test results to validate the time taken. Service managers are no longer required to approve diagnostic time, but they are responsible for assuring complete technician documentation and the reasonableness...
July 2015 Recall Update - 06/30/2015
... Micro Switch: The recall bulletin has been updated to include a revision to the parts information, service procedure, and warranty transaction sections. The repair has been revised to replace the power brake booster vacuum pipe, which includes the vacuum...
GM Pre-Owned Collection - 02/02/2016
GM has made plans to launch an online service to sell low-mileage, used vehicles to consumers nationwide. The site will offer an online inventory of GM vehicles returned off lease, from daily rental operators, and from GM's company car program. Once shoppers...
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
... 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 $100 core has been added to...
CTP Vehicles with Open Recalls - 04/08/2016
... 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, VINs with active recalls (safety, non-compliance, or emissions)...
SFE Recall Compliance Reminder - 04/08/2016
... has not fulfilled its obligations to conduct a complete PDI. As a result, non-payment for the service is appropriate. The delivering dealership is responsible for performing the Final Inspection & Preparation process that is outlined on the PDI form,...
Part Warranty Coverage on Seals and Gaskets - 03/01/2016
... surfaces were improperly prepared. Therefore, a failure within six months of installation is the service agent's responsibility. A failure after the six month period and up to 12 months is covered under the GM parts and accessories warranty. ...
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...
Safety Recall 09047A - 06/07/2010
... of the engine and replace it with new retainers. The recall bulletin has been revised to address a service procedure update. ...
GMIN Alert - 05/12/2010
GWM transactions must contain a valid GMIN for both the service advisor and the technician, effective May 2010. Transactions that are submitted with an invalid GMIN will reject. The GMIN must be added prior to re-submission in GWM. The GMIN may be found...
One Labour Operation or Two? - 05/12/2010
... are all available for view by GM representatives. All parts used in the repair are listed and the service manager's reason for applying self-authorization is revealed in comments. None of this written data, with the exception of a single part number,...
Safety Recall 10023A and Stop Delivery Update: - 04/13/2010
... Vehicles involved in the recall were placed on a Stop Delivery on March 2, 2010. Once the recall service procedure has been performed the vehicle will be released from the Stop Delivery and may be sold and delivered to the customer. ...
Global Warranty Management System Part Returns - 01/06/2010
... telling you if the request is for a part or document; the screen is titled Warranty Part Return to Service AgentPrint this page and minimize the windowA smaller pop up window will appear labeled Shipping Providers. If you are unable to see this window,...
The Rookie' - 08/09/2011
... the timeline is designed to level the learning curve a bit to help new warranty administrators or service managers navigate some of the challenges a warranty rookie will face. To start things off let's look at a few good and bad habits that I picked...
Back to School Car Care Inspections - 08/09/2011
... needs of your specific market and provide an excellent opportunity to drive business to your service department. ...
Process Review: Recall 10038 - 12/24/2010
Every recall, special policy, or service update has its quirks and recall 10038 is no exception. Many dealers have dealt with this repair enough to know all the ins and outs while others have only seen a few. If your dealership has experienced trouble...
The EV Effect: The Technological Impact On Your Dealership - 01/19/2011
... drawn to their novelty.A couple challenges may present themselves: EV/Plug-in Sales Training and Service Training. Sales training will be necessary to educate the showroom staff on the nuances of the technology and how to communicate the information...
Customer Satisfaction Recall 10287 - 02/23/2011
... may have a condition in which the timing chain may wear prematurely and cause illumination of the service engine soon light. Dealers are to reprogram the ECM, including the engine oil life monitor. The recall is being released in phases due to availability...
Where's The Part Number? - 04/12/2011
The service department is a fast-paced and high-stress environment. Vehicles and jobs cards can change hands multiple times throughout the completion of repairs. This creates a situation where important documentation can be easily overlooked. With recalls,...
Best Practice Tip of the Month - 04/12/2011
... Recently "hkchevy1", a regular contributor on the forum, provided the following idea to improve service dollars in slow months:"Every month I ask our used car sales manager for a list of used in-stock vehicles. I check each VIN for open recalls and any...
Customer Satisfaction Recall 10287A - 03/10/2011
... equipped with a HFV6 engine could experience premature timing chain wear and illumination of the service engine soon light. Dealers have been instructed to reprogram the engine control module, including the engine oil life monitor. The recall has been...
Safety Recall 10243B - 10/13/2010
... to the Upright Position: This bulletin has been updated to include an inspection procedure in the service procedure section. Some of the involved vehicles may have already had the second row recliner inner trim cover modified. The recall applies to certain...
Chrome Handle Conundrum - 10/13/2010
... may result in long wait times for parts, excessive rental, or claim rejections. Be sure that your service department is using the correct part number and process for this special policy. ...
Safety Recall 10038A - 08/10/2010
... be replaced. An update to the recall was issued to address changes to the parts information and service procedure sections of the bulletin. ...
Safety Recall 10117A - 08/10/2010
... inspect, and if necessary, replace the generator. The recall was updated to reflect changes to the service procedure and warranty information sections. ...
Safety Recall 10153B - 08/10/2010
... are not eligible for a check. The bulletin has been revised to include an addendum to the service procedure, the addition of a 'T' labour operation for customers who refuse to have the recall performed and a clarification in the Question and Answer section...
Global Warranty Management: Syntax Errors - 08/10/2010
... Summary Report provides the number of transactions received, processed and not processed from the service agent.Transaction Summary Counts Transactions ReceivedTransactions ProcessedTransactions Not Processed (Syntax Errors)14140Examples of syntax...
Diesel Exhaust Fluid - 08/10/2010
Bulletin 10-00-89-012 New Model Features and Service Guide for the 2011 Chevrolet 2500HD-3500HD and the 2011 GMC Sierra 2500HF-3500HD provides a description of the vehicle's Diesel Exhaust Fluid system (part of the Exhaust Aftertreatment System). The...
The Global Tire Process: Getting Things Rolling - 09/16/2010
... completion of the tire warranty process. 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...
... 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, VINs with active recalls (safety, non-compliance, or emissions)...
SFE Recall Compliance Reminder - 04/08/2016
... has not fulfilled its obligations to conduct a complete PDI. As a result, non-payment for the service is appropriate. The delivering dealership is responsible for performing the Final Inspection & Preparation process that is outlined on the PDI form,...
Part Warranty Coverage on Seals and Gaskets - 03/01/2016
... surfaces were improperly prepared. Therefore, a failure within six months of installation is the service agent's responsibility. A failure after the six month period and up to 12 months is covered under the GM parts and accessories warranty. ...
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...
Safety Recall 09047A - 06/07/2010
... of the engine and replace it with new retainers. The recall bulletin has been revised to address a service procedure update. ...
GMIN Alert - 05/12/2010
GWM transactions must contain a valid GMIN for both the service advisor and the technician, effective May 2010. Transactions that are submitted with an invalid GMIN will reject. The GMIN must be added prior to re-submission in GWM. The GMIN may be found...
One Labour Operation or Two? - 05/12/2010
... are all available for view by GM representatives. All parts used in the repair are listed and the service manager's reason for applying self-authorization is revealed in comments. None of this written data, with the exception of a single part number,...
Safety Recall 10023A and Stop Delivery Update: - 04/13/2010
... Vehicles involved in the recall were placed on a Stop Delivery on March 2, 2010. Once the recall service procedure has been performed the vehicle will be released from the Stop Delivery and may be sold and delivered to the customer. ...
Global Warranty Management System Part Returns - 01/06/2010
... telling you if the request is for a part or document; the screen is titled Warranty Part Return to Service AgentPrint this page and minimize the windowA smaller pop up window will appear labeled Shipping Providers. If you are unable to see this window,...
The Rookie' - 08/09/2011
... the timeline is designed to level the learning curve a bit to help new warranty administrators or service managers navigate some of the challenges a warranty rookie will face. To start things off let's look at a few good and bad habits that I picked...
Back to School Car Care Inspections - 08/09/2011
... needs of your specific market and provide an excellent opportunity to drive business to your service department. ...
Process Review: Recall 10038 - 12/24/2010
Every recall, special policy, or service update has its quirks and recall 10038 is no exception. Many dealers have dealt with this repair enough to know all the ins and outs while others have only seen a few. If your dealership has experienced trouble...
The EV Effect: The Technological Impact On Your Dealership - 01/19/2011
... drawn to their novelty.A couple challenges may present themselves: EV/Plug-in Sales Training and Service Training. Sales training will be necessary to educate the showroom staff on the nuances of the technology and how to communicate the information...
Customer Satisfaction Recall 10287 - 02/23/2011
... may have a condition in which the timing chain may wear prematurely and cause illumination of the service engine soon light. Dealers are to reprogram the ECM, including the engine oil life monitor. The recall is being released in phases due to availability...
Where's The Part Number? - 04/12/2011
The service department is a fast-paced and high-stress environment. Vehicles and jobs cards can change hands multiple times throughout the completion of repairs. This creates a situation where important documentation can be easily overlooked. With recalls,...
Best Practice Tip of the Month - 04/12/2011
... Recently "hkchevy1", a regular contributor on the forum, provided the following idea to improve service dollars in slow months:"Every month I ask our used car sales manager for a list of used in-stock vehicles. I check each VIN for open recalls and any...
Customer Satisfaction Recall 10287A - 03/10/2011
... equipped with a HFV6 engine could experience premature timing chain wear and illumination of the service engine soon light. Dealers have been instructed to reprogram the engine control module, including the engine oil life monitor. The recall has been...
Safety Recall 10243B - 10/13/2010
... to the Upright Position: This bulletin has been updated to include an inspection procedure in the service procedure section. Some of the involved vehicles may have already had the second row recliner inner trim cover modified. The recall applies to certain...
Chrome Handle Conundrum - 10/13/2010
... may result in long wait times for parts, excessive rental, or claim rejections. Be sure that your service department is using the correct part number and process for this special policy. ...
Safety Recall 10038A - 08/10/2010
... be replaced. An update to the recall was issued to address changes to the parts information and service procedure sections of the bulletin. ...
Safety Recall 10117A - 08/10/2010
... inspect, and if necessary, replace the generator. The recall was updated to reflect changes to the service procedure and warranty information sections. ...
Safety Recall 10153B - 08/10/2010
... are not eligible for a check. The bulletin has been revised to include an addendum to the service procedure, the addition of a 'T' labour operation for customers who refuse to have the recall performed and a clarification in the Question and Answer section...
Global Warranty Management: Syntax Errors - 08/10/2010
... Summary Report provides the number of transactions received, processed and not processed from the service agent.Transaction Summary Counts Transactions ReceivedTransactions ProcessedTransactions Not Processed (Syntax Errors)14140Examples of syntax...
Diesel Exhaust Fluid - 08/10/2010
Bulletin 10-00-89-012 New Model Features and Service Guide for the 2011 Chevrolet 2500HD-3500HD and the 2011 GMC Sierra 2500HF-3500HD provides a description of the vehicle's Diesel Exhaust Fluid system (part of the Exhaust Aftertreatment System). The...
The Global Tire Process: Getting Things Rolling - 09/16/2010
... completion of the tire warranty process. 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...
Transmission Flow Codes - 10/13/2010
... is obtained from the J45096 transmission oil cooling system flush and flow test tool that every service agent received as an essential tool. See bulletin 02-07-30-052F for instructions on using this equipment. If your dealership must sublet transmission...
Coverage Code E, E1, E2 - 10/13/2010
... Board (CARB) and certain other states besides California require additional regulations. The GM Service Policies and Procedures manual outlines emissions coverage in detail, including what specific parts are covered and which specific vehicles have emissions...
Transportation Transactions Tidbits - 08/09/2011
... are not transportation transactions. Before installing the correct part or option, however, service management must contact their DMA for approval to replace the component as a warranty transaction. Failed batteries or batteries that simply need to be...
Closest to Labor Op Use - 08/09/2011
Every warranty administrator or service manager has encountered a repair situation where no labour operation exists for the repair. This is when the use of a "closest to" labour operation comes into play. A closest to labour operation is the labour operation...
Excessive Parts Usage - 11/17/2011
Any service manager or technician will tell you that not all repairs are as simple as taking the broken part off and replacing it with a new component. Occasionally, a claim will come up that is far more complicated than anticipated. In these cases, the...
Technician Time Recording - 06/08/2011
... there is not a published labour operation to cover the warranty repair. OLT, which requires service management involvement prior to the technician clocking on to record their time, must be separate from the normal repair time. Clocking on for every repair...
Goodwill - 04/27/2011
... within the limits of your empowerment. Empowerment levels may be reviewed at anytime through the Service Agent Profile link in GWM. When accessing the profile link, be sure to select GM/US from the dropdown box for warranty empowerment levels or MIC...
Recall 10426 Update - 06/30/2011
... this stock 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...
Authorization Code Refresher - 06/30/2011
... and accounted for prior to submission. Organization combined with a thorough understanding of the Service Agent Self Authorization process will help you stay ahead of the game. ...
Tire Pre-Repair Authorization Enhancements - 06/08/2011
... The final update to the PRA process involves the shipping process of the tire via UPS. The service agent is required to create the tire return documents and UPS shipping labels in GWM. Each tire being returned must have its own UPS shipping label, a...
Global Warranty - Data Entry Tips - 02/04/2010
... dealer obtained a part locally, entered the appropriate warranty cost for the part and checked the service agent trade indicator on the transaction. The dealer entered the dollar amount as $26,452 in the cost per part field, rather than the actual amount...
Global Warranty Management - Adjustments - 03/11/2010
... or time amount adjustments that are entered must reflect the actual final total to be paid to the service agent, not just the difference. To complete the process, submit the transaction as you would a normal transaction.When a full debit is necessary...
Global Warranty Tips - 03/11/2010
... or if the VIN is beyond two years old, must be fully supported through documentation to the GM Service Manager. If submitted without a supporting business case, the claim will reject when routed to the Warranty Support Center (WSC).Policy decisions for...
Transportation Transactions - How to Handle an Add Credit - 03/11/2010
... item was left off of the original transaction, the DBC must be contacted, choosing the prompt for service. You will be asked if you are calling about a transportation transaction and transferred to the New Vehicle Damage team. Inform the person answering...
Components and Systems - 04/13/2010
... one must consider (or be aware of) to properly administer warranty operations within the service department. One of the more challenging aspects of processing a warranty transaction is selecting the proper labor operation. When faced with complex repairs,...
Warranty 101 - 04/13/2010
... the paint mix labour field.Dealer authorization ability is listed under the Analyze Warranty "View Service Profile" section of GWM. The dealer's specific authorization limits (0-9) as well as dates and dollar amounts are listed in this section. Keep...
WINS To GWM Clean-up - 05/12/2010
... several administration and core allowances can quickly add up.Did You Know? dealers utilize our service for everyday warranty transaction administration as well as on a temporary basis to fill an immediate need; the warranty administrator is on leave,...
Incompatible Part Rejects - 05/12/2010
... a clear explanation, it is likely the transaction will not be approved and rejected back to the service agent....
Global Warranty 101 - 05/12/2010
... paid or converted to GWM. If not, we can help! See the enclosed WINS to GWM Clean-up Service Insert.Now that the unknown of the GWM system has worn off, dealers may now be experiencing some anxiety/distress with handling transactions that reject....
Air Conditioning Season - 04/28/2016
... oil) is used during the repair as called out in SI. There are multiple PAG oils released to service vehicles with R-1234yf. These oils cannot be mixed and are not interchangeable with GM's Universal R-134a PAG oil. The parts department must accurately...
New Battery Transaction Requirements - 04/28/2016
... claim submission. Finally, if the GR8 test results do not support a battery replacement and service management elects to replace the battery for customer satisfaction, the transaction must be marked "Customer Enthusiasm" with "CUS" entered in the...
Android Upgrade Update - 04/28/2016
Technical Service Bulletin 16-NA-042 was released in early March, 2016. The bulletin provided details on the infotainment system upgrade for vehicles built with Radio RPO I05 or I06 to include the Android Auto Feature. Vehicles involved include select...
Pre-Delivery Dealer Installed Options - 12/01/2015
... Dealer Installer). Access the Accessories Manual section of SI for the specific VIN for the service procedure for installing the part.Once the LPO has been installed, the warranty administrator will submit a transaction using labor operation 0590032-PDI-Dealer...
Reject of the Month - 12/01/2015
Error Code 825: Labor code 7441770 is not covered by service contract or special coverage...with Error Code 243: Reject 825 cannot be authorized and must be corrected.A dealer submitted a transaction for payment on completion of Special Coverage 15356....
Global Warranty Management - 04/28/2015
... then the coverage should be denied."Dealers must verify warranty coverage in IVH, or in the Service Consultant Dashboard. Branded Title and Warranty Block information is available within both resources. GM recently released their policy regarding...
... is obtained from the J45096 transmission oil cooling system flush and flow test tool that every service agent received as an essential tool. See bulletin 02-07-30-052F for instructions on using this equipment. If your dealership must sublet transmission...
Coverage Code E, E1, E2 - 10/13/2010
... Board (CARB) and certain other states besides California require additional regulations. The GM Service Policies and Procedures manual outlines emissions coverage in detail, including what specific parts are covered and which specific vehicles have emissions...
Transportation Transactions Tidbits - 08/09/2011
... are not transportation transactions. Before installing the correct part or option, however, service management must contact their DMA for approval to replace the component as a warranty transaction. Failed batteries or batteries that simply need to be...
Closest to Labor Op Use - 08/09/2011
Every warranty administrator or service manager has encountered a repair situation where no labour operation exists for the repair. This is when the use of a "closest to" labour operation comes into play. A closest to labour operation is the labour operation...
Excessive Parts Usage - 11/17/2011
Any service manager or technician will tell you that not all repairs are as simple as taking the broken part off and replacing it with a new component. Occasionally, a claim will come up that is far more complicated than anticipated. In these cases, the...
Technician Time Recording - 06/08/2011
... there is not a published labour operation to cover the warranty repair. OLT, which requires service management involvement prior to the technician clocking on to record their time, must be separate from the normal repair time. Clocking on for every repair...
Goodwill - 04/27/2011
... within the limits of your empowerment. Empowerment levels may be reviewed at anytime through the Service Agent Profile link in GWM. When accessing the profile link, be sure to select GM/US from the dropdown box for warranty empowerment levels or MIC...
Recall 10426 Update - 06/30/2011
... this stock 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...
Authorization Code Refresher - 06/30/2011
... and accounted for prior to submission. Organization combined with a thorough understanding of the Service Agent Self Authorization process will help you stay ahead of the game. ...
Tire Pre-Repair Authorization Enhancements - 06/08/2011
... The final update to the PRA process involves the shipping process of the tire via UPS. The service agent is required to create the tire return documents and UPS shipping labels in GWM. Each tire being returned must have its own UPS shipping label, a...
Global Warranty - Data Entry Tips - 02/04/2010
... dealer obtained a part locally, entered the appropriate warranty cost for the part and checked the service agent trade indicator on the transaction. The dealer entered the dollar amount as $26,452 in the cost per part field, rather than the actual amount...
Global Warranty Management - Adjustments - 03/11/2010
... or time amount adjustments that are entered must reflect the actual final total to be paid to the service agent, not just the difference. To complete the process, submit the transaction as you would a normal transaction.When a full debit is necessary...
Global Warranty Tips - 03/11/2010
... or if the VIN is beyond two years old, must be fully supported through documentation to the GM Service Manager. If submitted without a supporting business case, the claim will reject when routed to the Warranty Support Center (WSC).Policy decisions for...
Transportation Transactions - How to Handle an Add Credit - 03/11/2010
... item was left off of the original transaction, the DBC must be contacted, choosing the prompt for service. You will be asked if you are calling about a transportation transaction and transferred to the New Vehicle Damage team. Inform the person answering...
Components and Systems - 04/13/2010
... one must consider (or be aware of) to properly administer warranty operations within the service department. One of the more challenging aspects of processing a warranty transaction is selecting the proper labor operation. When faced with complex repairs,...
Warranty 101 - 04/13/2010
... the paint mix labour field.Dealer authorization ability is listed under the Analyze Warranty "View Service Profile" section of GWM. The dealer's specific authorization limits (0-9) as well as dates and dollar amounts are listed in this section. Keep...
WINS To GWM Clean-up - 05/12/2010
... several administration and core allowances can quickly add up.Did You Know? dealers utilize our service for everyday warranty transaction administration as well as on a temporary basis to fill an immediate need; the warranty administrator is on leave,...
Incompatible Part Rejects - 05/12/2010
... a clear explanation, it is likely the transaction will not be approved and rejected back to the service agent....
Global Warranty 101 - 05/12/2010
... paid or converted to GWM. If not, we can help! See the enclosed WINS to GWM Clean-up Service Insert.Now that the unknown of the GWM system has worn off, dealers may now be experiencing some anxiety/distress with handling transactions that reject....
Air Conditioning Season - 04/28/2016
... oil) is used during the repair as called out in SI. There are multiple PAG oils released to service vehicles with R-1234yf. These oils cannot be mixed and are not interchangeable with GM's Universal R-134a PAG oil. The parts department must accurately...
New Battery Transaction Requirements - 04/28/2016
... claim submission. Finally, if the GR8 test results do not support a battery replacement and service management elects to replace the battery for customer satisfaction, the transaction must be marked "Customer Enthusiasm" with "CUS" entered in the...
Android Upgrade Update - 04/28/2016
Technical Service Bulletin 16-NA-042 was released in early March, 2016. The bulletin provided details on the infotainment system upgrade for vehicles built with Radio RPO I05 or I06 to include the Android Auto Feature. Vehicles involved include select...
Pre-Delivery Dealer Installed Options - 12/01/2015
... Dealer Installer). Access the Accessories Manual section of SI for the specific VIN for the service procedure for installing the part.Once the LPO has been installed, the warranty administrator will submit a transaction using labor operation 0590032-PDI-Dealer...
Reject of the Month - 12/01/2015
Error Code 825: Labor code 7441770 is not covered by service contract or special coverage...with Error Code 243: Reject 825 cannot be authorized and must be corrected.A dealer submitted a transaction for payment on completion of Special Coverage 15356....
Global Warranty Management - 04/28/2015
... then the coverage should be denied."Dealers must verify warranty coverage in IVH, or in the Service Consultant Dashboard. Branded Title and Warranty Block information is available within both resources. GM recently released their policy regarding...
OE Batteries - 09/03/2015
... access the battery specification label without component removal, or a vehicle may be brought into service with the incorrect OEM battery installed. The label contains the OEM part number and CCA rating and type. This information is necessary to set...
Global Warranty Management - 07/29/2015
... it must be obtained prior to work being performed. To create a pre-approval request the service manager must access the Dealer Aftersales Empowerment Portal. Once the request has been processed and submitted, the DMA will review the business case...
GWM Warranty Reports - 01/21/2015
... viewing your average warranty transaction payment period? Select the Analyze Payment Period from Service Agent Reports where data may be displayed in a 12-month period or a 24-month period. The report shows the average time it takes from repair completion...
Warranty Part Center Documentation - 12/19/2014
... card and the core part number and amount is entered in the technician comments field. The Service Policies and Procedures manual was recently updated to add that all parts should be returned to the WPC in their original packaging. Engine and transmission...
Reject of the Month - 02/23/2015
... cable replacement. The claim rejected with error message 825: labor code 4041820 is not covered by service contract or special coverage. The warranty administrator reviewed the claim again, confirming VIN accuracy and that the special coverage applied...
Transportation Damage & Body Panels - 02/23/2015
... the repair time in OLH. Paint labour operations are found in the LTG, in the Body Repair section. Service agents can self-authorize OLH with authorization code E, up to their allowed empowerment. If OLH is greater than your empowerment, do not route...
RPO Codes - 02/23/2015
... - TRANSMISSION, 6 SPEED MANUALTo correlate the RPO code detail from the Vehicle Build, access the Service Manual/Bulletins link and enter the RPO code associated with the VIN, in this case, MR5, in the keyword search field. Global provides a link for...
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...
Reject of the Month - 06/06/2014
... may soon fail. Be sure to review each and every "Could Not Duplicate Condition" and confirm service management approval prior to transaction submission. ...
Parts Scrapping Report - 05/09/2014
... Excel data file usable for Parts Scrapping purposes by deleting unnecessary fields (e.g. Repairing Service Agent, Transaction ID, Flag Count, etc). The Process Status (Accepted and Paid), job card number, VIN and Correction fields will be most important...
Exterior Labour Operation Transaction Requirements - 05/09/2014
... are C for car, S for SUV, or T for truck. Find the vehicle grid in either the bulletin or in Service Forms in GlobalConnect. Find the letter that is closest-to the repair area shown vertically on the left of the grid and then choose the number shown...
February 2014 Recall Update - 01/28/2014
... module. The recall procedure has been updated to identify modifications to steps 5 and 6 in the 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...
Reject of the Month - 01/28/2014
... with several errors, including warning code 122.Warning 122: This transaction was reviewed by a GM Service Manager and rejected. This particular transaction was reviewed and returned by the GM representative for specific corrective action and additional...
Reject of the Month - 04/03/2014
... for 4,000 miles. Since there wasn't a manufacturer's defect associated with the tire concern, the service manager may make the decision to offer the customer a Customer Enthusiasm tire replacement. Or, in another case the customer had a belt shifting...
Emissions - 02/27/2014
... and Guides section of GlobalConnect)Owner's Warranty Glove Box Materials (available through the Service Manual Bulletins link in SI) ...
Reject of the Month - 04/13/2012
... and base labour carried through at the correct amount. At this point the dealer principle and service manager agreed to remove the tow expense. The transaction was routed again for payment in GWM.A couple of days later the claim was once again rejected....
Reject of the Month - 05/02/2012
... policy 05551. The vehicle exceeded the time/distance parameters 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...
Concern, Cause and Correction - 05/02/2012
... Description field when submitting claim*For Vehicles That Are Not Listed in GWM But Have Been Serviced With a Suspect GeneratorT5776Record Search for Owner Name & Address - Time Allowance Includes Time Searching for Purchaser's Name and Address &...
Handling Overlapping and Pyramiding Repairs - 05/02/2012
... these types of repairs, right/left or front/rear, is not necessary unless it is indicated in a service information bulletin and GM has determined that both sides should be replaced in pairs. If that is the case, either the bulletin or LTG will indicate...
Reject of the Month - 01/19/2012
... PDI inspection, if a warranty defect is found, repairs may and should be made, after approval by service management. ...
January 2012 Recall Update - 01/19/2012
... been updated to address revisions to the note statements and instructions for steps 3 and 4 of the service procedure.Noncompliance Recall 11348B - Transmission Shift Cable Not Installed Properly-Inspect Routing: The transmission shift cable was improperly...
DBC Chat - 11/17/2011
... resolution. If the solution to your concern needs to be researched further, you may be assigned a service request number for follow up. The rep will obtain your name and contact information and provide you with a solution within a defined time frame. This...
Clock on, Clock off - 01/19/2012
... P&P does state that a technician may only be working and clocked on one vehicle per service event. In other words, multiple time recordings that could be the result of working on multiple vehicles at the same time are not allowed. This is why your...
Reject of the Month - 12/18/2012
... Timing Chain Wear-Reprogram Engine Control Module, for a 2009 Chevrolet Traverse. The service advisor reviewed IVH to confirm the open recall, wrote the job card up for the ECM reprogram procedure, and then the technician performed the repair, documenting...
Customer Concern Not Duplicated UPDATE - 12/18/2012
... is not equipped with RPO UPF. Remember that the use of CCND labour operation must be approved by service manager....
... access the battery specification label without component removal, or a vehicle may be brought into service with the incorrect OEM battery installed. The label contains the OEM part number and CCA rating and type. This information is necessary to set...
Global Warranty Management - 07/29/2015
... it must be obtained prior to work being performed. To create a pre-approval request the service manager must access the Dealer Aftersales Empowerment Portal. Once the request has been processed and submitted, the DMA will review the business case...
GWM Warranty Reports - 01/21/2015
... viewing your average warranty transaction payment period? Select the Analyze Payment Period from Service Agent Reports where data may be displayed in a 12-month period or a 24-month period. The report shows the average time it takes from repair completion...
Warranty Part Center Documentation - 12/19/2014
... card and the core part number and amount is entered in the technician comments field. The Service Policies and Procedures manual was recently updated to add that all parts should be returned to the WPC in their original packaging. Engine and transmission...
Reject of the Month - 02/23/2015
... cable replacement. The claim rejected with error message 825: labor code 4041820 is not covered by service contract or special coverage. The warranty administrator reviewed the claim again, confirming VIN accuracy and that the special coverage applied...
Transportation Damage & Body Panels - 02/23/2015
... the repair time in OLH. Paint labour operations are found in the LTG, in the Body Repair section. Service agents can self-authorize OLH with authorization code E, up to their allowed empowerment. If OLH is greater than your empowerment, do not route...
RPO Codes - 02/23/2015
... - TRANSMISSION, 6 SPEED MANUALTo correlate the RPO code detail from the Vehicle Build, access the Service Manual/Bulletins link and enter the RPO code associated with the VIN, in this case, MR5, in the keyword search field. Global provides a link for...
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...
Reject of the Month - 06/06/2014
... may soon fail. Be sure to review each and every "Could Not Duplicate Condition" and confirm service management approval prior to transaction submission. ...
Parts Scrapping Report - 05/09/2014
... Excel data file usable for Parts Scrapping purposes by deleting unnecessary fields (e.g. Repairing Service Agent, Transaction ID, Flag Count, etc). The Process Status (Accepted and Paid), job card number, VIN and Correction fields will be most important...
Exterior Labour Operation Transaction Requirements - 05/09/2014
... are C for car, S for SUV, or T for truck. Find the vehicle grid in either the bulletin or in Service Forms in GlobalConnect. Find the letter that is closest-to the repair area shown vertically on the left of the grid and then choose the number shown...
February 2014 Recall Update - 01/28/2014
... module. The recall procedure has been updated to identify modifications to steps 5 and 6 in the 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...
Reject of the Month - 01/28/2014
... with several errors, including warning code 122.Warning 122: This transaction was reviewed by a GM Service Manager and rejected. This particular transaction was reviewed and returned by the GM representative for specific corrective action and additional...
Reject of the Month - 04/03/2014
... for 4,000 miles. Since there wasn't a manufacturer's defect associated with the tire concern, the service manager may make the decision to offer the customer a Customer Enthusiasm tire replacement. Or, in another case the customer had a belt shifting...
Emissions - 02/27/2014
... and Guides section of GlobalConnect)Owner's Warranty Glove Box Materials (available through the Service Manual Bulletins link in SI) ...
Reject of the Month - 04/13/2012
... and base labour carried through at the correct amount. At this point the dealer principle and service manager agreed to remove the tow expense. The transaction was routed again for payment in GWM.A couple of days later the claim was once again rejected....
Reject of the Month - 05/02/2012
... policy 05551. The vehicle exceeded the time/distance parameters 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...
Concern, Cause and Correction - 05/02/2012
... Description field when submitting claim*For Vehicles That Are Not Listed in GWM But Have Been Serviced With a Suspect GeneratorT5776Record Search for Owner Name & Address - Time Allowance Includes Time Searching for Purchaser's Name and Address &...
Handling Overlapping and Pyramiding Repairs - 05/02/2012
... these types of repairs, right/left or front/rear, is not necessary unless it is indicated in a service information bulletin and GM has determined that both sides should be replaced in pairs. If that is the case, either the bulletin or LTG will indicate...
Reject of the Month - 01/19/2012
... PDI inspection, if a warranty defect is found, repairs may and should be made, after approval by service management. ...
January 2012 Recall Update - 01/19/2012
... been updated to address revisions to the note statements and instructions for steps 3 and 4 of the service procedure.Noncompliance Recall 11348B - Transmission Shift Cable Not Installed Properly-Inspect Routing: The transmission shift cable was improperly...
DBC Chat - 11/17/2011
... resolution. If the solution to your concern needs to be researched further, you may be assigned a service request number for follow up. The rep will obtain your name and contact information and provide you with a solution within a defined time frame. This...
Clock on, Clock off - 01/19/2012
... P&P does state that a technician may only be working and clocked on one vehicle per service event. In other words, multiple time recordings that could be the result of working on multiple vehicles at the same time are not allowed. This is why your...
Reject of the Month - 12/18/2012
... Timing Chain Wear-Reprogram Engine Control Module, for a 2009 Chevrolet Traverse. The service advisor reviewed IVH to confirm the open recall, wrote the job card up for the ECM reprogram procedure, and then the technician performed the repair, documenting...
Customer Concern Not Duplicated UPDATE - 12/18/2012
... is not equipped with RPO UPF. Remember that the use of CCND labour operation must be approved by service manager....
How to Handle Customer Participation - 07/02/2012
... expense that both the customer and the dealer are responsible for must be entered in the Customer/Service Agent Participation Amount field. For example:The dealership offers a policy decision to a customer that is several thousand miles out of warranty....
Reject of the Month - 08/09/2012
... in the labour field of the transaction. Parts were entered in the parts field and indicated as service agent trade to maintain part pricing at cost.The warranty administrator then calculated the difference between cost and warranty pricing for labour....
Reject of the Month - 08/30/2012
... for the repair.Because of reject 84, the warranty administrator took the extra step to review the service procedure for a ball joint replacement in SI, confirming the necessity of an alignment after the repair.The warranty administrator knew that the...
Required Operating Procedures Update - 08/30/2012
... this labour operation with OLH and excessive parts submitted with the one labour operation. Service management approval is required.The causal part number must be indicated.Overlapping repairs are not eligible for the complete time published in the LTG...
Should a Second Owner Receive a Policy Repair? - 09/04/2013
... requesting policy assistance. If in the end assistance is granted, make sure the documentation and service management explanation warrants it. ...
Spark Assessment Program - 09/04/2013
... for the inspections will only be available for a specific period of time. GM will notify service agents through additional messages as to when they will stop this program. Prior to performing the quality assessment, the technician is to verify...
October 2013 Recall Update - 10/01/2013
... the sunshades for proper adhesion. If required, the sunshade will be replaced. Completion of the service procedure will release the vehicle from stop delivery. ...
Adjustments to the LTG - 07/03/2013
... still resulted from normal labour time reviews. The updates to the LTG are based on current service information procedures which are used in performing a repair allowance time study. Rather than applying the changes to both the Legacy codes and...
Reject of the Month - 07/30/2013
... the dealer's process with handling PDI dealer installed accessories, it was found that the service advisors were writing up a new job card for each PDI Dealer Installed Accessory (for a single VIN). For example, a 2014 Silverado had two job cards for...
Battery Replacements on Vehicles With Less Than 250 Miles - 07/30/2013
... the printout from the Midtronics GR8 that includes the warranty code. If the vehicle has been in service agent inventory for more than 30 days, the Warranty Support Center may also request copies of the PDI printouts for the transaction.Changes in policy...
Quickly Confirm Powertrain Coverage - 12/09/2013
... efficient and effective means of confirming powertrain coverage is an advantage to everyone in the service department, regardless of how long they've been in the business. How to confirm powertrain coverage in just a couple steps from the LTG in...
Technician Time Documentation - 10/01/2013
... best practices states that each technician is only working and clocked on to one vehicle per service event. Time documentation that reflects a technician servicing multiple vehicles at one time is not allowed. GM recommends the use of a daily time...
Reject of the Month - 02/26/2013
... and coolant for the repair line. The claim also rejected for labour code is not covered by service contract or special coverage. This particular reject had the warranty administrator confused as the labour operation coverage was confirmed through...
April 2013 Recall Update - 04/12/2013
... the recall. Involved vehicles were placed on stop delivery on March 21, 2013. After completing the service procedure contained within the recall bulletin, the vehicle is released from stop delivery and may be delivered to the customer. Additional labour...
Attaching A Document To A Pending Transaction - 03/11/2013
... the necessary corrections are made and route comments are entered in the comments field. Phone and service advisor distractions cause you to hit the submit button before adding the attachments that you noted in the comments field would be attached for...
Air Conditioning Recovery/Recharge Procedures - 06/19/2013
... than 0.2 to find a leak is claimed in OLH, which must be separately time recorded and approved by service management. Technician documentation must state the leak detection tool used to find the source of the refrigerant leak. All GM vehicles are manufactured...
Battery Replacement Requirements - 06/19/2013
... start date. Labour to install the battery is the responsibility of the customer, unless the service agent chooses to absorb the labour cost. If repairs to a customer's vehicle are necessary as a result of an ACDelco customer pay battery failure,...
Global Labour Code Exceptions - 05/14/2013
... intended. You will need to self-authorize the new line with authorization code R and include service management required documentation. The process for adjusting a transaction after a Warranty Parts Center request has been fulfilled has temporarily...
What is the Average Age of Your Transactions? - 07/28/2016
... were completed is not always the date the job card was actually closed. While GM states in the Service Policies and Procedures manual that after repairs are completed the transactions should be submitted immediately, immediately isn't always possible...
A Few Facts about Special Coverage Adjustments - 08/23/2016
... has the condition described in the letter. Special coverage repairs are not like recalls; if your service advisor discovers a special coverage in the Applicable Warranty section of IVH and the customer doesn't have a concern related to the concern stated...
System Upgrades - 05/24/2016
... were made in an effort to provide prompt, consistent, and complete Field Action information to service agents. These updates have provided new features in IVH and GWM including:A more detailed field action status display in IVH Links to detailed...
Special Coverage Policy Updates: - 05/23/2016
... 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 would require routing for GM authorization. If the vehicle is over 8 years old, DMA pre-approval...
Reject of the Month - 05/23/2016
... the Dealership Policies, Procedures, and Manuals link. From the GlobalConnect home page select "Service" from the Departments drop down menu, then select Dealership, Policies, Procedures, and Manuals from Quick Links. Note: at time of...
CAC Provided Diagnostic Voucher - 06/27/2016
... in miscellaneous net item using labor operation 0600108. The transaction type is ZREG and the Service Request (SR#) must be included in the Reference Number field of the transaction. The claim must be routed for GM Authorization to the Warranty Support...
Battery Policy Still In Effect - 10/26/2016
In October, GM announced several updates to service policies and procedures. One of these updates reflected a specific documentation requirement when submitting a battery for warranty reimbursement. The requirement was scheduled to go into effect on October...
... expense that both the customer and the dealer are responsible for must be entered in the Customer/Service Agent Participation Amount field. For example:The dealership offers a policy decision to a customer that is several thousand miles out of warranty....
Reject of the Month - 08/09/2012
... in the labour field of the transaction. Parts were entered in the parts field and indicated as service agent trade to maintain part pricing at cost.The warranty administrator then calculated the difference between cost and warranty pricing for labour....
Reject of the Month - 08/30/2012
... for the repair.Because of reject 84, the warranty administrator took the extra step to review the service procedure for a ball joint replacement in SI, confirming the necessity of an alignment after the repair.The warranty administrator knew that the...
Required Operating Procedures Update - 08/30/2012
... this labour operation with OLH and excessive parts submitted with the one labour operation. Service management approval is required.The causal part number must be indicated.Overlapping repairs are not eligible for the complete time published in the LTG...
Should a Second Owner Receive a Policy Repair? - 09/04/2013
... requesting policy assistance. If in the end assistance is granted, make sure the documentation and service management explanation warrants it. ...
Spark Assessment Program - 09/04/2013
... for the inspections will only be available for a specific period of time. GM will notify service agents through additional messages as to when they will stop this program. Prior to performing the quality assessment, the technician is to verify...
October 2013 Recall Update - 10/01/2013
... the sunshades for proper adhesion. If required, the sunshade will be replaced. Completion of the service procedure will release the vehicle from stop delivery. ...
Adjustments to the LTG - 07/03/2013
... still resulted from normal labour time reviews. The updates to the LTG are based on current service information procedures which are used in performing a repair allowance time study. Rather than applying the changes to both the Legacy codes and...
Reject of the Month - 07/30/2013
... the dealer's process with handling PDI dealer installed accessories, it was found that the service advisors were writing up a new job card for each PDI Dealer Installed Accessory (for a single VIN). For example, a 2014 Silverado had two job cards for...
Battery Replacements on Vehicles With Less Than 250 Miles - 07/30/2013
... the printout from the Midtronics GR8 that includes the warranty code. If the vehicle has been in service agent inventory for more than 30 days, the Warranty Support Center may also request copies of the PDI printouts for the transaction.Changes in policy...
Quickly Confirm Powertrain Coverage - 12/09/2013
... efficient and effective means of confirming powertrain coverage is an advantage to everyone in the service department, regardless of how long they've been in the business. How to confirm powertrain coverage in just a couple steps from the LTG in...
Technician Time Documentation - 10/01/2013
... best practices states that each technician is only working and clocked on to one vehicle per service event. Time documentation that reflects a technician servicing multiple vehicles at one time is not allowed. GM recommends the use of a daily time...
Reject of the Month - 02/26/2013
... and coolant for the repair line. The claim also rejected for labour code is not covered by service contract or special coverage. This particular reject had the warranty administrator confused as the labour operation coverage was confirmed through...
April 2013 Recall Update - 04/12/2013
... the recall. Involved vehicles were placed on stop delivery on March 21, 2013. After completing the service procedure contained within the recall bulletin, the vehicle is released from stop delivery and may be delivered to the customer. Additional labour...
Attaching A Document To A Pending Transaction - 03/11/2013
... the necessary corrections are made and route comments are entered in the comments field. Phone and service advisor distractions cause you to hit the submit button before adding the attachments that you noted in the comments field would be attached for...
Air Conditioning Recovery/Recharge Procedures - 06/19/2013
... than 0.2 to find a leak is claimed in OLH, which must be separately time recorded and approved by service management. Technician documentation must state the leak detection tool used to find the source of the refrigerant leak. All GM vehicles are manufactured...
Battery Replacement Requirements - 06/19/2013
... start date. Labour to install the battery is the responsibility of the customer, unless the service agent chooses to absorb the labour cost. If repairs to a customer's vehicle are necessary as a result of an ACDelco customer pay battery failure,...
Global Labour Code Exceptions - 05/14/2013
... intended. You will need to self-authorize the new line with authorization code R and include service management required documentation. The process for adjusting a transaction after a Warranty Parts Center request has been fulfilled has temporarily...
What is the Average Age of Your Transactions? - 07/28/2016
... were completed is not always the date the job card was actually closed. While GM states in the Service Policies and Procedures manual that after repairs are completed the transactions should be submitted immediately, immediately isn't always possible...
A Few Facts about Special Coverage Adjustments - 08/23/2016
... has the condition described in the letter. Special coverage repairs are not like recalls; if your service advisor discovers a special coverage in the Applicable Warranty section of IVH and the customer doesn't have a concern related to the concern stated...
System Upgrades - 05/24/2016
... were made in an effort to provide prompt, consistent, and complete Field Action information to service agents. These updates have provided new features in IVH and GWM including:A more detailed field action status display in IVH Links to detailed...
Special Coverage Policy Updates: - 05/23/2016
... 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 would require routing for GM authorization. If the vehicle is over 8 years old, DMA pre-approval...
Reject of the Month - 05/23/2016
... the Dealership Policies, Procedures, and Manuals link. From the GlobalConnect home page select "Service" from the Departments drop down menu, then select Dealership, Policies, Procedures, and Manuals from Quick Links. Note: at time of...
CAC Provided Diagnostic Voucher - 06/27/2016
... in miscellaneous net item using labor operation 0600108. The transaction type is ZREG and the Service Request (SR#) must be included in the Reference Number field of the transaction. The claim must be routed for GM Authorization to the Warranty Support...
Battery Policy Still In Effect - 10/26/2016
In October, GM announced several updates to service policies and procedures. One of these updates reflected a specific documentation requirement when submitting a battery for warranty reimbursement. The requirement was scheduled to go into effect on October...
Wheel Alignment Warranty Transactions - 11/29/2016
... alignments are performed and claimed as a warranty transaction within these mileage limitations, service management approval is required. Also, before and after alignment readings must be attached to the job card, which is easily accomplished by attaching...
Debits, Battery, Transmission... - 10/26/2016
... the seven (or eight) digit alpha/numeric code, i.e. A10DFB2, from the Transmission Cooling System Service Tool (J-45096). Please see the latest version of Bulletin #02-07-30-052 for further information. If you receive a debit based on an invalid battery...
Reject of the Month - Error code 073 - 09/27/2016
... routed for review. The job card was attached to the transaction to support the time documentation, service management authorization, and technician documentation to support the requested time. The transaction was reviewed and rejected with comments stating...
April 2017 Recall Update - 03/21/2017
... The recall bulletin has been revised to provide an update to the Correction, Part Information, Service Procedure, and Warranty Transaction Information sections. The recall affects certain 2004-2012 Chevrolet Malibu, 2004-2007 Chevrolet Malibu Maxx, 2005-2010...
Dealer Aftersales Empowerment Reminders - 03/21/2017
Goodwill requests will not be processed if there are any open recalls on the vehicle. Only members of service management with GM warranty approval signature authority have the ability to offer goodwill to customers. The customer must verbally agree to...
Reject of the Month - 04/17/2017
... the history following the reject, the warranty administrator deduced that in most cases the service consultant had failed to review or acknowledge that the recall had already been performed, in many cases, at their dealership. On account of the control...
Emissions - 05/22/2017
... Jersey, New York, Rhode Island, and Vermont. Qualifying states vary by model year; refer to the Service Policies and Procedures Manual for a list of states by model year. Emission Select (State) Component Limited Warranty – Coverage Code E1: This...
Time Documentation - 06/19/2017
No matter the size of the dealership or the amount of work coming into the service department, complete and accurate time documentation is critical. Ensuring that the technicians are documenting their time accurately allows for warranty administrators...
Wiring and Connector Labor Operations - 02/17/2017
... Ground Stud or Nut Repair or Replacement Locator View Too often, technicians neglect to go into Service Information and get this required information for the warranty administrator. The warranty transaction cannot be submitted without it, and if the...
Important PQC Update! - 01/23/2017
... received notification in December, 2016. The restrictions are also listed in GWM on the Service Agent Profile page under the Items Not Allowed tab. Reference # GCUS-9-3381...
Associated Accessories - 08/22/2017
... on accessories that were originally purchased and installed by a GM dealer. When warranty service is necessary on an Associated Accessory during the accessory’s warranty period, the dealer should contact the Associated Accessories Manufacturer...
Warranty Part Retention - 10/24/2017
... is parts that have a core charge. Parts with a core charge (with the exception of Electronic Service Center parts) must be retained for 72 hours from the payment date. If no Warranty Parts Center return is requested within 72 hours, the core must be...
October 2017 Recall Update - 09/27/2017
... condition. Involved vehicles include certain 2010-2014 Chevrolet Tahoe Police Pursuit, and Special Service models. Approximately 50,000 vehicles are involved in the population. Noncompliance Recall 17199-01: Front Passenger Air Bag Deployment: The recall...
Reject of the Month - 04/23/2018
... receiving three recall notices on their 2017 GMC Sierra, the owner brought their vehicle in for service on March 27. The vehicle was involved in the following recall programs: Recall 17456: Rear Wheel Hub Nut Loose Recall 17367: Incorrect Torsion Bar...
Reject of the Month - 05/22/2018
... attached to the job card and be a part of the vehicle history file. The vehicle delivery/in-service date must be documented on the job card. These results from the review were used as an internal training tool for the service department. An action...
Personal Property Damage - 02/20/2018
... 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 of damage to personal property which resulted from a warrantable...
Recall Summary Update - 01/22/2018
... from 1/1/18 through 2/28/2018. Courtesy transportation options include one-way or two-way shuttle service, one half-day rental, or one full-day rental. All of the recall bulletins have been updated to reflect the program updates. Noncompliance...
Parts Department and Warranty Compliance - 07/30/2020
... the Parts Department has in terms of job card and overall compliance. Electronic Service Centers: Certain electronic components are provided to Dealers by an authorized third-party Electronic Service Centers (ESCs). Involved components replaced...
New Policy Evaluation Tool Deviation Process - 06/23/2020
... 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 $500.00 without GM pre-approval. This change went into effect June 2nd, 2020. Another...
CSMT PRA App - 09/22/2020
The new version of the Certified Service Mobile Toolbox app became available in August. One of the enhancements with the new version is the ability for the dealer to receive the decision response directly in the mobile app rather than the submitter’s...
Warranty Parts Center Bulletin Update - 09/22/2020
... levels will be reset to standard empowerment for the following quarter. Log on to the View Service Profile link within the GWM Analyze Warranty tab to review current empowerment levels. Confirm that the GM-US unit is selected from the Business...
Accessories: LPO, ACO, and IBP - 11/25/2020
... after the vehicle purchase. Enter the labor operation and part number only. You must select the Service Agent Installed Option button as well. Individual accessory labor operations are in the LTG under General Information/Dealer Installed GM Accessory...
Scattered - 10/23/2019
... Job Aide, and last but not least, your team. By your “team”, I am referring to your service manager/director, the shop foreman or technician, or the service advisor. More often than not, any of those individuals are quite familiar with the...
Dealer Self-Empowerment Extension - 10/23/2019
GM has temporarily extended dealer self-empowerment on rentals due to part availability issues. Service management may self-authorize up to 7 days of rental on job cards dated on/after 10/7/2019. Beginning on the 8th day of a rental, a request for GM...
Policy Evaluation Tool - 09/24/2019
... incorporates all the customer’s interactions with GM at a household level including sales, service, purchased protection plans, etc., to determine a customer’s engagement and loyalty with GM before offering financial assistance with their...
... alignments are performed and claimed as a warranty transaction within these mileage limitations, service management approval is required. Also, before and after alignment readings must be attached to the job card, which is easily accomplished by attaching...
Debits, Battery, Transmission... - 10/26/2016
... the seven (or eight) digit alpha/numeric code, i.e. A10DFB2, from the Transmission Cooling System Service Tool (J-45096). Please see the latest version of Bulletin #02-07-30-052 for further information. If you receive a debit based on an invalid battery...
Reject of the Month - Error code 073 - 09/27/2016
... routed for review. The job card was attached to the transaction to support the time documentation, service management authorization, and technician documentation to support the requested time. The transaction was reviewed and rejected with comments stating...
April 2017 Recall Update - 03/21/2017
... The recall bulletin has been revised to provide an update to the Correction, Part Information, Service Procedure, and Warranty Transaction Information sections. The recall affects certain 2004-2012 Chevrolet Malibu, 2004-2007 Chevrolet Malibu Maxx, 2005-2010...
Dealer Aftersales Empowerment Reminders - 03/21/2017
Goodwill requests will not be processed if there are any open recalls on the vehicle. Only members of service management with GM warranty approval signature authority have the ability to offer goodwill to customers. The customer must verbally agree to...
Reject of the Month - 04/17/2017
... the history following the reject, the warranty administrator deduced that in most cases the service consultant had failed to review or acknowledge that the recall had already been performed, in many cases, at their dealership. On account of the control...
Emissions - 05/22/2017
... Jersey, New York, Rhode Island, and Vermont. Qualifying states vary by model year; refer to the Service Policies and Procedures Manual for a list of states by model year. Emission Select (State) Component Limited Warranty – Coverage Code E1: This...
Time Documentation - 06/19/2017
No matter the size of the dealership or the amount of work coming into the service department, complete and accurate time documentation is critical. Ensuring that the technicians are documenting their time accurately allows for warranty administrators...
Wiring and Connector Labor Operations - 02/17/2017
... Ground Stud or Nut Repair or Replacement Locator View Too often, technicians neglect to go into Service Information and get this required information for the warranty administrator. The warranty transaction cannot be submitted without it, and if the...
Important PQC Update! - 01/23/2017
... received notification in December, 2016. The restrictions are also listed in GWM on the Service Agent Profile page under the Items Not Allowed tab. Reference # GCUS-9-3381...
Associated Accessories - 08/22/2017
... on accessories that were originally purchased and installed by a GM dealer. When warranty service is necessary on an Associated Accessory during the accessory’s warranty period, the dealer should contact the Associated Accessories Manufacturer...
Warranty Part Retention - 10/24/2017
... is parts that have a core charge. Parts with a core charge (with the exception of Electronic Service Center parts) must be retained for 72 hours from the payment date. If no Warranty Parts Center return is requested within 72 hours, the core must be...
October 2017 Recall Update - 09/27/2017
... condition. Involved vehicles include certain 2010-2014 Chevrolet Tahoe Police Pursuit, and Special Service models. Approximately 50,000 vehicles are involved in the population. Noncompliance Recall 17199-01: Front Passenger Air Bag Deployment: The recall...
Reject of the Month - 04/23/2018
... receiving three recall notices on their 2017 GMC Sierra, the owner brought their vehicle in for service on March 27. The vehicle was involved in the following recall programs: Recall 17456: Rear Wheel Hub Nut Loose Recall 17367: Incorrect Torsion Bar...
Reject of the Month - 05/22/2018
... attached to the job card and be a part of the vehicle history file. The vehicle delivery/in-service date must be documented on the job card. These results from the review were used as an internal training tool for the service department. An action...
Personal Property Damage - 02/20/2018
... 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 of damage to personal property which resulted from a warrantable...
Recall Summary Update - 01/22/2018
... from 1/1/18 through 2/28/2018. Courtesy transportation options include one-way or two-way shuttle service, one half-day rental, or one full-day rental. All of the recall bulletins have been updated to reflect the program updates. Noncompliance...
Parts Department and Warranty Compliance - 07/30/2020
... the Parts Department has in terms of job card and overall compliance. Electronic Service Centers: Certain electronic components are provided to Dealers by an authorized third-party Electronic Service Centers (ESCs). Involved components replaced...
New Policy Evaluation Tool Deviation Process - 06/23/2020
... 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 $500.00 without GM pre-approval. This change went into effect June 2nd, 2020. Another...
CSMT PRA App - 09/22/2020
The new version of the Certified Service Mobile Toolbox app became available in August. One of the enhancements with the new version is the ability for the dealer to receive the decision response directly in the mobile app rather than the submitter’s...
Warranty Parts Center Bulletin Update - 09/22/2020
... levels will be reset to standard empowerment for the following quarter. Log on to the View Service Profile link within the GWM Analyze Warranty tab to review current empowerment levels. Confirm that the GM-US unit is selected from the Business...
Accessories: LPO, ACO, and IBP - 11/25/2020
... after the vehicle purchase. Enter the labor operation and part number only. You must select the Service Agent Installed Option button as well. Individual accessory labor operations are in the LTG under General Information/Dealer Installed GM Accessory...
Scattered - 10/23/2019
... Job Aide, and last but not least, your team. By your “team”, I am referring to your service manager/director, the shop foreman or technician, or the service advisor. More often than not, any of those individuals are quite familiar with the...
Dealer Self-Empowerment Extension - 10/23/2019
GM has temporarily extended dealer self-empowerment on rentals due to part availability issues. Service management may self-authorize up to 7 days of rental on job cards dated on/after 10/7/2019. Beginning on the 8th day of a rental, a request for GM...
Policy Evaluation Tool - 09/24/2019
... incorporates all the customer’s interactions with GM at a household level including sales, service, purchased protection plans, etc., to determine a customer’s engagement and loyalty with GM before offering financial assistance with their...
Pre-Repair Authorization Program Expanded - 09/24/2019
... following two components have been added to the PRA function of the Certified Service Mobile Toolbox (CSMT) App: Steering Wheel Replacement: Labor Operation 7440130 Interior Trim - Front Side Door Trim Panel Replacement: Labor Operation 1042980-...
December 2019 Recall Update - 12/02/2019
... equipped with a 6.6L, 8-cylinder diesel engine has been revised to include parts, warranty, and service procedure updates. Safety Recall N182206311-03: Diesel Engine Block Heater Cord: The recall that affects certain 2017-19 Chevrolet Silverado...
Reject of the Month - 12/02/2019
... Warranty Resource Center. The information contained within the helpful resources have provided the service team with the tools to resolve most reprogramming and WCC errors. The July edition of the Warranty News provides several helpful tips when encountering...
April 2020 Recall Update - 03/27/2020
... in the recall program that addresses the vehicle’s EBCM that was reprogrammed during service with incorrect software. The 2014 Buick Encore is included in the recall population. Dealers are to reprogram the EBCM to address the issue. Safety Recall...
May 2020 Recall Update - 04/29/2020
... LD vehicles equipped with power sliding rear window. The bulletin has been updated to include new service and labor information. Emission Recall N192273450 Incorrect Emissions EO Label on Performance Intake Part: Certain 2020 Chevrolet Colorado...
Dealer Self-Empowerment Extension - 01/28/2020
... has temporarily extended dealer self-empowerment on rentals due to part availability issues. Service management may self-authorize up to 7 days of rental on job cards dated on/after 10/7/2019. Beginning on the 8th day of a rental, a request for GM pre-approval...
Error 834: Repair Performed Prior to Start of Warranty - 01/28/2020
... vehicle for a higher profit at GM’s expense is not allowed. If the vehicle is a stock unit, service management must sign on the authorization to repair line of the job card. This is the only acceptable line to provide their signature, date, time,...
Reject of the Month - Error code 067, 068, 072 - 02/21/2019
... is to verify you have the correct labor operation. If correct, the transaction must be reviewed by service management to determine if all the parts listed on the job card were necessary for the repair. If all parts were necessary, authorization code...
Documentation Requirements - 01/21/2019
... prior PQC review will be rejected. Restricted labor operations may be viewed in GWM on the Service Agent Profile page under the “Items Not Allowed” tab. The restriction will remain in effect through the end of the year, concluding on...
Remote Battery Monitoring Through OnStar - 11/29/2018
... them to replace the identified battery section. Dealerships that receive vehicles in their service department under this program may contact GM TAC for the specific repair required on the vehicle so that no additional battery diagnostic steps are necessary. The...
Transmission Flush Code - 12/19/2018
... have limited benefit on many current transmission repairs. As stated in the message: Service Bulletin 17-NA-066 will be updated; the LTG will be updated in the first quarter of 2019 to eliminate the flush procedure and steps and reduce labor time...
Global Warranty Management - 09/25/2018
... maintenance includes engine oil and filter change, plus tire rotation and MPVI. The service does not include air filters. At the time of print of the October edition of the Warranty News, the only available Included Maintenance Program is the 2019 Cadillac...
Strategy Based Diagnosis - 09/25/2018
... 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 be asked. Verifying the customer’s concern isn’t...
Reject of the Month - 07/23/2018
... back in full. The following is an overview of the deviations. The vehicle delivery date/in-service date must be part of the job card header information. On more than one occasion the date was either missing or inaccurate. Technician time documentation...
Reject of the Month - Error code 124 - 08/21/2018
Error code 124: This transaction is being reviewed by a GM Service Manager. On a monthly basis a warranty administrator at a stand-alone Chevrolet dealership analyzes the top transaction rejects using the Summary by Reject Reason report in GWM. This...
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...
May 2019 Recall Update - 04/22/2019
... miles. Dealers are instructed to resolve the issue by ordering and installing the appropriate service repair kit. Kits contain 2 SBZA modules, a wiring harness, and a plastic cover kit which contains RH and LH plastic covers, tie straps, push pins, and...
LTG FAQs - 08/27/2019
... with CVO garage. All warranty labor times are determined by following the steps of the associated service procedure. In the US, labor time studies are performed by ASE Certified or State Licensed technicians with dealership experience. The technician...
Rental Days - 12/02/2019
... 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 completed. It isn’t...
August 2019 Recall Update - 07/30/2019
... Super Cruise Software Update: The recall bulletin has been revised to include an updated service procedure section. The recall affects certain 2018-19 Cadillac CT6 vehicles equipped with Lane Active Safety-Hands-Free Lane Following (Super Cruise). Equipment...
Reject of the Month - 07/30/2019
... Claim Codes associated with control module reprogramming events. The Technician: In the Service Programming System (SPS) make sure that the displayed VIN is accurate for the vehicle being repaired. If it is necessary to manually enter the VIN,...
July 2019 Recall Update - 06/26/2019
... recall is in effect until June 30, 2021. Safety Recall A182202370-03: Lower Control Arm Weld: The service procedure, warranty information, parts section, WCAP and floor plan information of the recall were updated. The recall addresses an improperly welded...
Dongle Device Scans - 06/26/2023
Scanning every vehicle that comes into the service drive will help prevent missing any vehicles for which a dongle device scan is needed. The dongle scan is required on every warranty transaction with few exceptions. The exception process allows for resubmission...
Part Warranty Start Date - 06/26/2023
... unlimited mileage. There are exceptions with some part warranty coverages outlined in the GM Service Replacement Parts and Accessories Warranty Quick Reference Chart found in the Parts and Accessories Policies and Procedures Manual, Article 1.1. The...
Fluid and Air Conditioning Leak Analysis - 06/26/2023
... in Additional Time for the labor code submitted for the repair of the leak. Please reference GM Service Information for the proper analyze procedures for the system being tested. Examples of steps your technician might take to find a fluid leak include: Get...
... following two components have been added to the PRA function of the Certified Service Mobile Toolbox (CSMT) App: Steering Wheel Replacement: Labor Operation 7440130 Interior Trim - Front Side Door Trim Panel Replacement: Labor Operation 1042980-...
December 2019 Recall Update - 12/02/2019
... equipped with a 6.6L, 8-cylinder diesel engine has been revised to include parts, warranty, and service procedure updates. Safety Recall N182206311-03: Diesel Engine Block Heater Cord: The recall that affects certain 2017-19 Chevrolet Silverado...
Reject of the Month - 12/02/2019
... Warranty Resource Center. The information contained within the helpful resources have provided the service team with the tools to resolve most reprogramming and WCC errors. The July edition of the Warranty News provides several helpful tips when encountering...
April 2020 Recall Update - 03/27/2020
... in the recall program that addresses the vehicle’s EBCM that was reprogrammed during service with incorrect software. The 2014 Buick Encore is included in the recall population. Dealers are to reprogram the EBCM to address the issue. Safety Recall...
May 2020 Recall Update - 04/29/2020
... LD vehicles equipped with power sliding rear window. The bulletin has been updated to include new service and labor information. Emission Recall N192273450 Incorrect Emissions EO Label on Performance Intake Part: Certain 2020 Chevrolet Colorado...
Dealer Self-Empowerment Extension - 01/28/2020
... has temporarily extended dealer self-empowerment on rentals due to part availability issues. Service management may self-authorize up to 7 days of rental on job cards dated on/after 10/7/2019. Beginning on the 8th day of a rental, a request for GM pre-approval...
Error 834: Repair Performed Prior to Start of Warranty - 01/28/2020
... vehicle for a higher profit at GM’s expense is not allowed. If the vehicle is a stock unit, service management must sign on the authorization to repair line of the job card. This is the only acceptable line to provide their signature, date, time,...
Reject of the Month - Error code 067, 068, 072 - 02/21/2019
... is to verify you have the correct labor operation. If correct, the transaction must be reviewed by service management to determine if all the parts listed on the job card were necessary for the repair. If all parts were necessary, authorization code...
Documentation Requirements - 01/21/2019
... prior PQC review will be rejected. Restricted labor operations may be viewed in GWM on the Service Agent Profile page under the “Items Not Allowed” tab. The restriction will remain in effect through the end of the year, concluding on...
Remote Battery Monitoring Through OnStar - 11/29/2018
... them to replace the identified battery section. Dealerships that receive vehicles in their service department under this program may contact GM TAC for the specific repair required on the vehicle so that no additional battery diagnostic steps are necessary. The...
Transmission Flush Code - 12/19/2018
... have limited benefit on many current transmission repairs. As stated in the message: Service Bulletin 17-NA-066 will be updated; the LTG will be updated in the first quarter of 2019 to eliminate the flush procedure and steps and reduce labor time...
Global Warranty Management - 09/25/2018
... maintenance includes engine oil and filter change, plus tire rotation and MPVI. The service does not include air filters. At the time of print of the October edition of the Warranty News, the only available Included Maintenance Program is the 2019 Cadillac...
Strategy Based Diagnosis - 09/25/2018
... 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 be asked. Verifying the customer’s concern isn’t...
Reject of the Month - 07/23/2018
... back in full. The following is an overview of the deviations. The vehicle delivery date/in-service date must be part of the job card header information. On more than one occasion the date was either missing or inaccurate. Technician time documentation...
Reject of the Month - Error code 124 - 08/21/2018
Error code 124: This transaction is being reviewed by a GM Service Manager. On a monthly basis a warranty administrator at a stand-alone Chevrolet dealership analyzes the top transaction rejects using the Summary by Reject Reason report in GWM. This...
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...
May 2019 Recall Update - 04/22/2019
... miles. Dealers are instructed to resolve the issue by ordering and installing the appropriate service repair kit. Kits contain 2 SBZA modules, a wiring harness, and a plastic cover kit which contains RH and LH plastic covers, tie straps, push pins, and...
LTG FAQs - 08/27/2019
... with CVO garage. All warranty labor times are determined by following the steps of the associated service procedure. In the US, labor time studies are performed by ASE Certified or State Licensed technicians with dealership experience. The technician...
Rental Days - 12/02/2019
... 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 completed. It isn’t...
August 2019 Recall Update - 07/30/2019
... Super Cruise Software Update: The recall bulletin has been revised to include an updated service procedure section. The recall affects certain 2018-19 Cadillac CT6 vehicles equipped with Lane Active Safety-Hands-Free Lane Following (Super Cruise). Equipment...
Reject of the Month - 07/30/2019
... Claim Codes associated with control module reprogramming events. The Technician: In the Service Programming System (SPS) make sure that the displayed VIN is accurate for the vehicle being repaired. If it is necessary to manually enter the VIN,...
July 2019 Recall Update - 06/26/2019
... recall is in effect until June 30, 2021. Safety Recall A182202370-03: Lower Control Arm Weld: The service procedure, warranty information, parts section, WCAP and floor plan information of the recall were updated. The recall addresses an improperly welded...
Dongle Device Scans - 06/26/2023
Scanning every vehicle that comes into the service drive will help prevent missing any vehicles for which a dongle device scan is needed. The dongle scan is required on every warranty transaction with few exceptions. The exception process allows for resubmission...
Part Warranty Start Date - 06/26/2023
... unlimited mileage. There are exceptions with some part warranty coverages outlined in the GM Service Replacement Parts and Accessories Warranty Quick Reference Chart found in the Parts and Accessories Policies and Procedures Manual, Article 1.1. The...
Fluid and Air Conditioning Leak Analysis - 06/26/2023
... in Additional Time for the labor code submitted for the repair of the leak. Please reference GM Service Information for the proper analyze procedures for the system being tested. Examples of steps your technician might take to find a fluid leak include: Get...
Reject of the Month - September 2023 - 08/29/2023
... N212345941). The High Voltage Battery associated with the repair was obtained through the Battery Service Center. The dealer submitted the transaction with the appropriate replacement labor operation, 5031030, and labor time with the administrative...
Personal Property Damage - 07/25/2023
... bodily injury are not included in this process. Damage to the vehicle itself is also not included. Service Management has the ability to react quickly to a customer’s concern for reimbursement requests of damage to personal property which resulted...
Certified Pre-Owned Vehicles - 09/26/2023
... including those that are outside the franchised division(s). These repairs must be approved by the Service Manager prior to completion and are limited to defects in manufacturing and/or assembly. Completion of any outstanding recall campaigns must also...
Fundamentals Learning Path - 09/25/2023
... became STS requirements for all technicians on 10/9/2023. 16042.01W Battery Systems: 12V Service EV 18440.23D-V Electric Vehicles: New and Updates Video ...
Dealer Empowerment - 04/25/2023
... take care of customers and increase customer satisfaction when there has been an issue with their service experience. Many of these options require no pre-approval. One of the Goodwill tools dealers have is to reimburse a customer’s vehicle...
Policy Evaluation Tool Pilot Program - 05/23/2023
... total warranty repair cost and the agreed amount of GM Policy assistance in the “Customer/Service Agent Participation Amount” field. If the dealer is charging the customer in excess of warranty rates, the amount entered as “Customer/Service...
Labor Operations for Single Failures and Consequential Damage - 05/23/2023
... does not require a separate clock time for OLH in consequential damage situations, nor does the service manager have to approve OLH in most cases, but does have to approve the additional parts. While the OLH time claimed for the consequential damage...
Third Party Labor Time Guide - 01/29/2024
... website to see if your state is one of those states. The following is from the newly updated Service Policies & Procedures manual: Where permitted by state statute, a dealer may seek reimbursement using time from a third-party time guide. In such...
Reminder! Option C Labor Rate Dealers - 01/29/2024
... table must be updated. Your current labor rate is published in GWM by selecting the “View Service Agent Profile” link and clicking on the Labor Rates tab. ...
Warranty Labor Rates - 10/25/2023
... C) or the Retail Labor Rate (Option A), go to the Analyze Warranty tab in GWM. Click “View Service Agent Profile” and then the Labor Rate tab. Rates are listed with the start and termination dates. To view the most current, click “Start...
November 2023 Recall Update - 10/25/2023
... Flow Rate Programming with the diagnostic scan tool. The recall has been revised to update the service procedure. Safety Recall N232415910-01 Rear Suspension Bolt Fracture: The bulletin has been revised to update the part and labor operation description,...
December 2023 Recall Update - 11/29/2023
... with a reimbursement check in the amount of $399.00. Customer Satisfaction Recall N232425900 Service 4WD Message: Certain 2023 model year Chevrolet Silverado 1500 and GMC Sierra 1500 trucks may have a condition in which the Electronic Park Brake does...
CSMT App - 11/29/2023
A new version, 3.8, of the Certified Service Mobile Toolbox (CSMT) app became available for download on November 16. This latest version supports devices that have display settings set to dark mode and provides an enhanced user experience with the addition...
End of Year - 11/29/2023
2024 is just around the corner! To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule (263) should be current (all transactions over 30 days should be fully supported and accounted for), training...
GM Approvals - 03/23/2024
... approach with the agreement that all claims follow written warranty terms and comply with Service Policies and Procedures. There are a small percentage that require GM approval. It is important to be aware of those claim types that require an approval...
Forum - 02/14/2024
... is responsible for the reasonableness of the request. ST more than 2 hours must be authorized by service management prior to the first transaction submission. The Vehicle Identification Number (VIN) Information App in GlobalConnect provides helpful VIN...
Forum - 03/11/2024
... closed, there is a a form you can submit by email. Go to the App Center, look for Service Forms then to General Information. Field Action Status Change Form CAM 03 You fill in the the information and send it in with copy of the repair order...
Forum - 03/22/2024
Service manager signs the job card as a stock unit, and they sign an approval for each line added with an explanation just as if it were a regular add line. Just to share this, with our SAVI process and the way we write up used and new vehicles we have ...
Reject of the Month - February 2024 - 01/29/2024
... repair. Labor code 4050960 on job card 12345 is related to labor code 4050960. Error 21: Service agent exceeded the allowed amount for ZPTI transaction type The owner of a 2018 Chevrolet Traverse with 65,463 miles noticed that their vehicle...
Included Maintenance - 02/26/2024
... months of ownership). The amount of increase varies depending on the vehicle and the engine. The service visit includes ACDelco oil and filter change, tire rotation, and MPVI. DEF top-off is allowed for diesels. Reference: GCUS-9-15628. ...
Forum - 08/15/2023
... Contact the specified carrier to arrange for pick-up of the removed engine. If lift gate service is necessary, please request it at the time of arranging pick-up service. 4. Have the driver sign the bill of lading. Retain a copy of the signed bill...
Warranty Administrator responsibilities - 12/12/2023
... some hurdles. For example: My warranty admin works 7:30 - 4 monday through Friday. Our service department is open 7:30 - 8 pm m-f, 7:30 - 2 pm Saturdays. Obviously there are gaps when he's not here, how would I habdle those warranty...
Forum - 12/12/2023
... hard copies they can write the labor operations and the pay time they expect to be flagged. The service advisor is then responsible to verify accuracy and that there is a tech story and time punches, out miles, etc on the ticket. That goes to the Warranty...
What Would You Do? - 01/24 - 12/27/2023
... of 4. The claim was submitted with GM Authorization for review after rejecting with error 021 Service Agent exceeded the allowed amount for ZPTI transaction type. The claim rejected after review due to the cleaner. How should the warranty...
Forum - 01/30/2024
Glad you found your answer! A good resource is the GM Service Replacement Parts and Accessories Warranty Quick Reference Chart. The chart provides coverage detail for both dealer installed and sold OTC. (Parts Policies & Procedures Manual, Article...
... N212345941). The High Voltage Battery associated with the repair was obtained through the Battery Service Center. The dealer submitted the transaction with the appropriate replacement labor operation, 5031030, and labor time with the administrative...
Personal Property Damage - 07/25/2023
... bodily injury are not included in this process. Damage to the vehicle itself is also not included. Service Management has the ability to react quickly to a customer’s concern for reimbursement requests of damage to personal property which resulted...
Certified Pre-Owned Vehicles - 09/26/2023
... including those that are outside the franchised division(s). These repairs must be approved by the Service Manager prior to completion and are limited to defects in manufacturing and/or assembly. Completion of any outstanding recall campaigns must also...
Fundamentals Learning Path - 09/25/2023
... became STS requirements for all technicians on 10/9/2023. 16042.01W Battery Systems: 12V Service EV 18440.23D-V Electric Vehicles: New and Updates Video ...
Dealer Empowerment - 04/25/2023
... take care of customers and increase customer satisfaction when there has been an issue with their service experience. Many of these options require no pre-approval. One of the Goodwill tools dealers have is to reimburse a customer’s vehicle...
Policy Evaluation Tool Pilot Program - 05/23/2023
... total warranty repair cost and the agreed amount of GM Policy assistance in the “Customer/Service Agent Participation Amount” field. If the dealer is charging the customer in excess of warranty rates, the amount entered as “Customer/Service...
Labor Operations for Single Failures and Consequential Damage - 05/23/2023
... does not require a separate clock time for OLH in consequential damage situations, nor does the service manager have to approve OLH in most cases, but does have to approve the additional parts. While the OLH time claimed for the consequential damage...
Third Party Labor Time Guide - 01/29/2024
... website to see if your state is one of those states. The following is from the newly updated Service Policies & Procedures manual: Where permitted by state statute, a dealer may seek reimbursement using time from a third-party time guide. In such...
Reminder! Option C Labor Rate Dealers - 01/29/2024
... table must be updated. Your current labor rate is published in GWM by selecting the “View Service Agent Profile” link and clicking on the Labor Rates tab. ...
Warranty Labor Rates - 10/25/2023
... C) or the Retail Labor Rate (Option A), go to the Analyze Warranty tab in GWM. Click “View Service Agent Profile” and then the Labor Rate tab. Rates are listed with the start and termination dates. To view the most current, click “Start...
November 2023 Recall Update - 10/25/2023
... Flow Rate Programming with the diagnostic scan tool. The recall has been revised to update the service procedure. Safety Recall N232415910-01 Rear Suspension Bolt Fracture: The bulletin has been revised to update the part and labor operation description,...
December 2023 Recall Update - 11/29/2023
... with a reimbursement check in the amount of $399.00. Customer Satisfaction Recall N232425900 Service 4WD Message: Certain 2023 model year Chevrolet Silverado 1500 and GMC Sierra 1500 trucks may have a condition in which the Electronic Park Brake does...
CSMT App - 11/29/2023
A new version, 3.8, of the Certified Service Mobile Toolbox (CSMT) app became available for download on November 16. This latest version supports devices that have display settings set to dark mode and provides an enhanced user experience with the addition...
End of Year - 11/29/2023
2024 is just around the corner! To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule (263) should be current (all transactions over 30 days should be fully supported and accounted for), training...
GM Approvals - 03/23/2024
... approach with the agreement that all claims follow written warranty terms and comply with Service Policies and Procedures. There are a small percentage that require GM approval. It is important to be aware of those claim types that require an approval...
Forum - 02/14/2024
... is responsible for the reasonableness of the request. ST more than 2 hours must be authorized by service management prior to the first transaction submission. The Vehicle Identification Number (VIN) Information App in GlobalConnect provides helpful VIN...
Forum - 03/11/2024
... closed, there is a a form you can submit by email. Go to the App Center, look for Service Forms then to General Information. Field Action Status Change Form CAM 03 You fill in the the information and send it in with copy of the repair order...
Forum - 03/22/2024
Service manager signs the job card as a stock unit, and they sign an approval for each line added with an explanation just as if it were a regular add line. Just to share this, with our SAVI process and the way we write up used and new vehicles we have ...
Reject of the Month - February 2024 - 01/29/2024
... repair. Labor code 4050960 on job card 12345 is related to labor code 4050960. Error 21: Service agent exceeded the allowed amount for ZPTI transaction type The owner of a 2018 Chevrolet Traverse with 65,463 miles noticed that their vehicle...
Included Maintenance - 02/26/2024
... months of ownership). The amount of increase varies depending on the vehicle and the engine. The service visit includes ACDelco oil and filter change, tire rotation, and MPVI. DEF top-off is allowed for diesels. Reference: GCUS-9-15628. ...
Forum - 08/15/2023
... Contact the specified carrier to arrange for pick-up of the removed engine. If lift gate service is necessary, please request it at the time of arranging pick-up service. 4. Have the driver sign the bill of lading. Retain a copy of the signed bill...
Warranty Administrator responsibilities - 12/12/2023
... some hurdles. For example: My warranty admin works 7:30 - 4 monday through Friday. Our service department is open 7:30 - 8 pm m-f, 7:30 - 2 pm Saturdays. Obviously there are gaps when he's not here, how would I habdle those warranty...
Forum - 12/12/2023
... hard copies they can write the labor operations and the pay time they expect to be flagged. The service advisor is then responsible to verify accuracy and that there is a tech story and time punches, out miles, etc on the ticket. That goes to the Warranty...
What Would You Do? - 01/24 - 12/27/2023
... of 4. The claim was submitted with GM Authorization for review after rejecting with error 021 Service Agent exceeded the allowed amount for ZPTI transaction type. The claim rejected after review due to the cleaner. How should the warranty...
Forum - 01/30/2024
Glad you found your answer! A good resource is the GM Service Replacement Parts and Accessories Warranty Quick Reference Chart. The chart provides coverage detail for both dealer installed and sold OTC. (Parts Policies & Procedures Manual, Article...
Forum - 02/02/2024
your base time, olh and parts exceed the labor op. check that your times are right, and in the right spot. service manager will have to explain and sign off on excessive parts when you get reject codes, you can research further details of...
Forum - 02/06/2024
... after 10 minutes, reference document ID# 5079772. The dealership also ought not have called a 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...
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.
What Would You Do? - 02/24 - 01/29/2024
... review.The claim rejected due to Repair Completion Date is not within the Technician Active Dates, Service Agent exceeded the allowed amount for ZPTI transaction type, and dongle vehicle data is required for this transaction and not received.Additionally,...
Forum - 01/10/2024
Here is where it was published in the news letter 2/2019 Authorization Updates Service management authorization requirements have been updated, eff ective with job cards dated on or after January 15, 2019, unless otherwise previously announced. The updates...
Forum - 06/15/2023
... number handy and off the top of my head I'm not sure which but the techs are not following the service procedures, they read the opcodes, program a few modules and back it out, usually without checking to see if the thing even works. I bet if you sit...
Forum - 06/27/2023
... issues but we are on CDK. I will say that over the last few weeks GM has really been messing with service information and global warranty causing me all sorts of issues I don't ever have to deal with. Last week I had it reducing times automatically for...
Forum - 06/01/2023
Scanning every vehicle that comes into the service drive will help prevent missing any vehicles for which a dongle device scan is needed. The dongle scan is required on every warranty transaction with few exceptions. The exception process allows for resubmission...
Forum - 08/02/2023
Not pyramid for sure, I am seeing on the Service Agent Detail screen in the second box right above where you can download the report this: Add On Repairs % Apr-Jun 2023-07-27 I want to pull the report to show what makes this up.
Forum - 08/01/2023
... the build and maybe we didn't get the correct print... Any way I look at this it is a mess. My service manager is not happy with my $0 ZSET option so he is going to contact our GM rep. I'll let you know how that goes....
Forum - 04/07/2023
Go to global warranty management, click on Analyze Warranty, View service agent profile, then you should be on the empowerment tab. Look through the list for code E - if you have mulitples check the dates until you see the newest one, the current ones...
Forum - 04/27/2023
... and are not eligible for OLH unless the extenuating circumstance is documented and approved by service management. ...
Forum - 03/23/2023
ZPTI transaction types are not eligible for parts expedite per P&P 5.14 "Service Agent-owned vehicles, and parts and accessories replaced under part warranties (ZPTI / ZPTC), are not eligible for parts expediting." The Admin needs to remove the expedite...
Forum - 03/13/2023
... The tech is not due additional time and in addition you will have a hard time getting OLH on a service bulletin by GM warranty support unless the tech found shorts in the wiring and punched times to isolate and repair each short. I find a lot of techs...
Forum - 12/08/2022
... use so it isn't your actual failed part but something that had to be done during the upper pan service....
Forum - 02/03/2023
... my body shop because they want to do things the way their estimate guides dictate and not the way service information does. Don't let them think they have carte blanche, that is usually where the problem starts. They should not need to detrim and blend...
Forum - 01/05/2023
... I think the system will just check your SAVI dashboard to make sure the car was plugged during the service visit. They also postponed the rollout but I am not sure of the date. ...
Forum - 01/10/2023
On an LV3 It is part of the water inlet. 4032710 is the opcode. Service procedure is outlined in document # 5548955 Most of the newer engines seem to include the thermostat as part of some type of "housing". I did notice when using your the warranty job...
Forum - 07/07/2022
... the repairs were done in July due to waiting for parts. So since the customer didn't get all their service completed until July 7th is my completion date for the recall also 7/7/22 or is it okay to use the 5/23 date when it was done? I've also had this...
Forum - 07/14/2022
What is your last 8? The free service LOPs will reject as a repeat repair if they have all been used. If this is one of the programs like CHEVPP maintenance that is not administered through global, they have their own website. If you give us your VIN...
Forum - 07/26/2022
... are based on price tiers. So either GM is redoing the opcode structure to mirror the first free service pattern where it is based on make rather than price or these tables are completely wrong and about to cause a lot of headaches. Also, is anyone else...
Forum - 08/11/2022
... alignment time With the punch time of 0.8, that justifies OLH for the control arm replacement The service manager should update his OLH authorization for 0.8 related to the control arm replacement and resubmit with the 1.4 base plus supported alignment...
Forum - 10/20/2022
Go to "Service Forms" and look under General Information, down the screen is the "Field Action Status Change Form CAM_03" you can fill out and submit. I have not used this form, I did a few with the old process and the CAM02.
Forum - 10/06/2022
... above) must be captured as confirmation that the VIN of the transmitter key fob is the same as the service vehicle listed on the job card. The picture must be attached to any submitted warranty transaction for Labor Operation 6430280 Remote Control Door...
Forum - 06/27/2022
... rotor resurfacing/replacement. Both should be utilized.". For repairs like these, I also submit service manager repeat repair approval. Everytime I don't it gets rejected....
your base time, olh and parts exceed the labor op. check that your times are right, and in the right spot. service manager will have to explain and sign off on excessive parts when you get reject codes, you can research further details of...
Forum - 02/06/2024
... after 10 minutes, reference document ID# 5079772. The dealership also ought not have called a 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...
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.
What Would You Do? - 02/24 - 01/29/2024
... review.The claim rejected due to Repair Completion Date is not within the Technician Active Dates, Service Agent exceeded the allowed amount for ZPTI transaction type, and dongle vehicle data is required for this transaction and not received.Additionally,...
Forum - 01/10/2024
Here is where it was published in the news letter 2/2019 Authorization Updates Service management authorization requirements have been updated, eff ective with job cards dated on or after January 15, 2019, unless otherwise previously announced. The updates...
Forum - 06/15/2023
... number handy and off the top of my head I'm not sure which but the techs are not following the service procedures, they read the opcodes, program a few modules and back it out, usually without checking to see if the thing even works. I bet if you sit...
Forum - 06/27/2023
... issues but we are on CDK. I will say that over the last few weeks GM has really been messing with service information and global warranty causing me all sorts of issues I don't ever have to deal with. Last week I had it reducing times automatically for...
Forum - 06/01/2023
Scanning every vehicle that comes into the service drive will help prevent missing any vehicles for which a dongle device scan is needed. The dongle scan is required on every warranty transaction with few exceptions. The exception process allows for resubmission...
Forum - 08/02/2023
Not pyramid for sure, I am seeing on the Service Agent Detail screen in the second box right above where you can download the report this: Add On Repairs % Apr-Jun 2023-07-27 I want to pull the report to show what makes this up.
Forum - 08/01/2023
... the build and maybe we didn't get the correct print... Any way I look at this it is a mess. My service manager is not happy with my $0 ZSET option so he is going to contact our GM rep. I'll let you know how that goes....
Forum - 04/07/2023
Go to global warranty management, click on Analyze Warranty, View service agent profile, then you should be on the empowerment tab. Look through the list for code E - if you have mulitples check the dates until you see the newest one, the current ones...
Forum - 04/27/2023
... and are not eligible for OLH unless the extenuating circumstance is documented and approved by service management. ...
Forum - 03/23/2023
ZPTI transaction types are not eligible for parts expedite per P&P 5.14 "Service Agent-owned vehicles, and parts and accessories replaced under part warranties (ZPTI / ZPTC), are not eligible for parts expediting." The Admin needs to remove the expedite...
Forum - 03/13/2023
... The tech is not due additional time and in addition you will have a hard time getting OLH on a service bulletin by GM warranty support unless the tech found shorts in the wiring and punched times to isolate and repair each short. I find a lot of techs...
Forum - 12/08/2022
... use so it isn't your actual failed part but something that had to be done during the upper pan service....
Forum - 02/03/2023
... my body shop because they want to do things the way their estimate guides dictate and not the way service information does. Don't let them think they have carte blanche, that is usually where the problem starts. They should not need to detrim and blend...
Forum - 01/05/2023
... I think the system will just check your SAVI dashboard to make sure the car was plugged during the service visit. They also postponed the rollout but I am not sure of the date. ...
Forum - 01/10/2023
On an LV3 It is part of the water inlet. 4032710 is the opcode. Service procedure is outlined in document # 5548955 Most of the newer engines seem to include the thermostat as part of some type of "housing". I did notice when using your the warranty job...
Forum - 07/07/2022
... the repairs were done in July due to waiting for parts. So since the customer didn't get all their service completed until July 7th is my completion date for the recall also 7/7/22 or is it okay to use the 5/23 date when it was done? I've also had this...
Forum - 07/14/2022
What is your last 8? The free service LOPs will reject as a repeat repair if they have all been used. If this is one of the programs like CHEVPP maintenance that is not administered through global, they have their own website. If you give us your VIN...
Forum - 07/26/2022
... are based on price tiers. So either GM is redoing the opcode structure to mirror the first free service pattern where it is based on make rather than price or these tables are completely wrong and about to cause a lot of headaches. Also, is anyone else...
Forum - 08/11/2022
... alignment time With the punch time of 0.8, that justifies OLH for the control arm replacement The service manager should update his OLH authorization for 0.8 related to the control arm replacement and resubmit with the 1.4 base plus supported alignment...
Forum - 10/20/2022
Go to "Service Forms" and look under General Information, down the screen is the "Field Action Status Change Form CAM_03" you can fill out and submit. I have not used this form, I did a few with the old process and the CAM02.
Forum - 10/06/2022
... above) must be captured as confirmation that the VIN of the transmitter key fob is the same as the service vehicle listed on the job card. The picture must be attached to any submitted warranty transaction for Labor Operation 6430280 Remote Control Door...
Forum - 06/27/2022
... rotor resurfacing/replacement. Both should be utilized.". For repairs like these, I also submit service manager repeat repair approval. Everytime I don't it gets rejected....
Forum - 06/13/2022
... install a non-GM component in order to access a failed GM part. I've searched the current P&P, Service Policy Manual, and any bulletin. It's not clearly stated. Example: Non-GM tonneau cover or a camper shell removed in order to replace a leaking...
Forum - 05/27/2022
... one and adjusted with trial and error. Admittedly there are some gaps for vehicles I don't usually service here....
New Vehicle Inventory Battery Procedures - 02/28/2023
... is not covered by the New Vehicle Limited Warranty. This process is only applicable to vehicles in Service Agent New Vehicle Inventory. The above allowances for charging or replacing batteries are ineligible when the dealer did not perform the action...
April 2023 Recall Update - 03/23/2023
... 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 note. The recall affects certain 2022-23 Cadillac XT4, 2022 Chevrolet...
Powertrain Contact Center - 02/28/2023
The Powertrain Contact Center (PCC) is a center designed to assist Independent Service Centers (ISCs) and Fleet companies with any GM Powertrain inquiries. Independent repair facilities that buy GM engines, transfer cases, and transmissions over-the-counter...
Requesting a Labor Rate Increase - 01/24/2023
... New Vehicle Limited Warranty. Warranty like repairs exclude:-- Insurance paid body shop repairs-- Service Contract repairs including those repairs covered by insurance policies-- Internal job card repairs or used vehicle reconditioning repairs -- Federal,...
October 2022 Recall Update - 09/26/2022
... for Engine Due to ECR Coordination Breakpoint: The recent bulletin update provides a revised service procedure. The recall affects certain 2022 Chevrolet Malibu vehicles equipped with a LFV 1.5L gasoline engine. Customer Satisfaction Recall N222370300...
PET Exceptions - 10/28/2022
... not permitted on maintenance items. If a dealership wishes to make an exception and cover these services for Customer Enthusiasm, they can submit the claim with the “Customer Enthusiasm” indicator checked for WSC review. The PET is not required....
Warranty Labor Rates - 10/28/2022
... C) or the Retail Labor Rate (Option A), go to the Analyze Warranty tab in GWM. Click “View Service Agent Profile” and then the Labor Rate tab. Rates are listed with the start and termination dates. To view the most current, click “Start...
Greater Than 60 Days - 11/21/2022
... reject:Error: 111 Days allowed between Repair Completion and Job card date was exceeded. No service management approval required; however, a detailed explanation must be given as to why there was an extended repair time. To prevent this reject, always...
Reject of the Month - April 2022 - 03/28/2022
... Center Seat Belt May Not Be Attached and N192264451 Premature Brake Wear Notification. The service advisor opened a job card for the performance of the recalls with an estimate entered for the mileage. The technician completed the required repairs...
Missing Modules - 02/23/2022
... Seats Heated Steering Wheel If a customer states that any of the above features are inoperative, service advisors are to first verify in the Vehicle Build section of IVH that the vehicle is equipped with the module required to enable the feature to...
Adding an Attachment to a Pending Transaction - 04/26/2022
... GMIN number supplied for the technician Error Code 06: Invalid GMIN number supplied for the service advisor-- For the above “no record of GMIN” errors, validate the current, active GMIN for the employee. Also verify that the GMIN is active...
Coverage Code P - 07/27/2022
... GM is working to populate the data for all of the labor codes, warranty administrators and service personnel should continue to utilize existing resources for determining Powertrain coverage (e.g. the Powertrain Coverage Code table in the Preface section...
Preventing Battery Debits - 07/27/2022
... verify the correct CCA rating for a specific vehicle, technicians should always follow the current Service Information (SI) procedures for proper battery testing: Open SI and on the first page enter the full VIN of the vehicle Select Service Manual/Bulletins Select...
Fluid and Air Conditioning Leak Analysis - 06/20/2022
... in Additional Time for the labor code submitted for the repair of the leak. Please reference GM Service Information for the proper analyze procedures for the system being tested. Example steps your technician might take to find a fluid leak include: Get...
Increased Rates for Maintenance - 07/27/2022
... increases were implemented to cover the rising costs of oil and filters necessary to perform the service event. The First Maintenance Service Visit includes one oil change visit within one year of ownership, which includes an oil and filter...
August 2022 Recall Update - 07/27/2022
... Sensor Correction: Approximately 213 vehicles are involved in the recall program that provides the service procedure to enable Extract Mode on certain 2022 model year GMC Hummer EV vehicles. The bulletin also corrects a potential calibration error that...
Damaged in Transit (DIT): Structural/Non-Structural - 07/27/2022
... available through Support/Chats in GlobalConnect or call 888.414.6322. Follow the prompts for Service (3) and T-Claims (2)....
CSMT App Enhanced - 08/22/2022
A new version of the Certified Service Mobile Toolbox (CSMT) app is available for download. The app will automatically update if your device is set to “automatic updates,” if not, the update may be performed manually in the App Store (Apple)...
Dealer Empowerment Update - 07/27/2021
... 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 fields must contain a detailed explanation, the exact...
January 2021 Recall Update - 12/29/2020
... December 31, 2022. The recall has been revised to update the correction, warranty information, and service procedure in the bulletin. Safety Recall N202312720-01 Front Seat Attachment Bolts Loose: The attachment bolts of one or both front seats may not...
Technician Clock Time for the Repair Process & Repair Documentation - 02/25/2021
... be detailed in the cause field of the transaction. Variable diagnosis time does not require service management approval. If the cause field does not contain enough information to support what the technician has clocked, the technician should be...
Reject of the Month - April 2021 - 03/22/2021
... of a valid SPS code. Global Warranty Management automatically checks the validity of the Service Programming System (SPS) Warranty Claim Code entered when a transaction is submitted involving a reprogramming event. A transaction will reject if the submitted...
Policies for Engine and Transmission Replacements - 03/22/2021
... recommended to use in calculating the most economical repair. Additionally, it is recommended that service management is involved in all decisions regarding replacement of these two components. To find GM’s cost comparison form, enter “cost...
... install a non-GM component in order to access a failed GM part. I've searched the current P&P, Service Policy Manual, and any bulletin. It's not clearly stated. Example: Non-GM tonneau cover or a camper shell removed in order to replace a leaking...
Forum - 05/27/2022
... one and adjusted with trial and error. Admittedly there are some gaps for vehicles I don't usually service here....
New Vehicle Inventory Battery Procedures - 02/28/2023
... is not covered by the New Vehicle Limited Warranty. This process is only applicable to vehicles in Service Agent New Vehicle Inventory. The above allowances for charging or replacing batteries are ineligible when the dealer did not perform the action...
April 2023 Recall Update - 03/23/2023
... 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 note. The recall affects certain 2022-23 Cadillac XT4, 2022 Chevrolet...
Powertrain Contact Center - 02/28/2023
The Powertrain Contact Center (PCC) is a center designed to assist Independent Service Centers (ISCs) and Fleet companies with any GM Powertrain inquiries. Independent repair facilities that buy GM engines, transfer cases, and transmissions over-the-counter...
Requesting a Labor Rate Increase - 01/24/2023
... New Vehicle Limited Warranty. Warranty like repairs exclude:-- Insurance paid body shop repairs-- Service Contract repairs including those repairs covered by insurance policies-- Internal job card repairs or used vehicle reconditioning repairs -- Federal,...
October 2022 Recall Update - 09/26/2022
... for Engine Due to ECR Coordination Breakpoint: The recent bulletin update provides a revised service procedure. The recall affects certain 2022 Chevrolet Malibu vehicles equipped with a LFV 1.5L gasoline engine. Customer Satisfaction Recall N222370300...
PET Exceptions - 10/28/2022
... not permitted on maintenance items. If a dealership wishes to make an exception and cover these services for Customer Enthusiasm, they can submit the claim with the “Customer Enthusiasm” indicator checked for WSC review. The PET is not required....
Warranty Labor Rates - 10/28/2022
... C) or the Retail Labor Rate (Option A), go to the Analyze Warranty tab in GWM. Click “View Service Agent Profile” and then the Labor Rate tab. Rates are listed with the start and termination dates. To view the most current, click “Start...
Greater Than 60 Days - 11/21/2022
... reject:Error: 111 Days allowed between Repair Completion and Job card date was exceeded. No service management approval required; however, a detailed explanation must be given as to why there was an extended repair time. To prevent this reject, always...
Reject of the Month - April 2022 - 03/28/2022
... Center Seat Belt May Not Be Attached and N192264451 Premature Brake Wear Notification. The service advisor opened a job card for the performance of the recalls with an estimate entered for the mileage. The technician completed the required repairs...
Missing Modules - 02/23/2022
... Seats Heated Steering Wheel If a customer states that any of the above features are inoperative, service advisors are to first verify in the Vehicle Build section of IVH that the vehicle is equipped with the module required to enable the feature to...
Adding an Attachment to a Pending Transaction - 04/26/2022
... GMIN number supplied for the technician Error Code 06: Invalid GMIN number supplied for the service advisor-- For the above “no record of GMIN” errors, validate the current, active GMIN for the employee. Also verify that the GMIN is active...
Coverage Code P - 07/27/2022
... GM is working to populate the data for all of the labor codes, warranty administrators and service personnel should continue to utilize existing resources for determining Powertrain coverage (e.g. the Powertrain Coverage Code table in the Preface section...
Preventing Battery Debits - 07/27/2022
... verify the correct CCA rating for a specific vehicle, technicians should always follow the current Service Information (SI) procedures for proper battery testing: Open SI and on the first page enter the full VIN of the vehicle Select Service Manual/Bulletins Select...
Fluid and Air Conditioning Leak Analysis - 06/20/2022
... in Additional Time for the labor code submitted for the repair of the leak. Please reference GM Service Information for the proper analyze procedures for the system being tested. Example steps your technician might take to find a fluid leak include: Get...
Increased Rates for Maintenance - 07/27/2022
... increases were implemented to cover the rising costs of oil and filters necessary to perform the service event. The First Maintenance Service Visit includes one oil change visit within one year of ownership, which includes an oil and filter...
August 2022 Recall Update - 07/27/2022
... Sensor Correction: Approximately 213 vehicles are involved in the recall program that provides the service procedure to enable Extract Mode on certain 2022 model year GMC Hummer EV vehicles. The bulletin also corrects a potential calibration error that...
Damaged in Transit (DIT): Structural/Non-Structural - 07/27/2022
... available through Support/Chats in GlobalConnect or call 888.414.6322. Follow the prompts for Service (3) and T-Claims (2)....
CSMT App Enhanced - 08/22/2022
A new version of the Certified Service Mobile Toolbox (CSMT) app is available for download. The app will automatically update if your device is set to “automatic updates,” if not, the update may be performed manually in the App Store (Apple)...
Dealer Empowerment Update - 07/27/2021
... 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 fields must contain a detailed explanation, the exact...
January 2021 Recall Update - 12/29/2020
... December 31, 2022. The recall has been revised to update the correction, warranty information, and service procedure in the bulletin. Safety Recall N202312720-01 Front Seat Attachment Bolts Loose: The attachment bolts of one or both front seats may not...
Technician Clock Time for the Repair Process & Repair Documentation - 02/25/2021
... be detailed in the cause field of the transaction. Variable diagnosis time does not require service management approval. If the cause field does not contain enough information to support what the technician has clocked, the technician should be...
Reject of the Month - April 2021 - 03/22/2021
... of a valid SPS code. Global Warranty Management automatically checks the validity of the Service Programming System (SPS) Warranty Claim Code entered when a transaction is submitted involving a reprogramming event. A transaction will reject if the submitted...
Policies for Engine and Transmission Replacements - 03/22/2021
... recommended to use in calculating the most economical repair. Additionally, it is recommended that service management is involved in all decisions regarding replacement of these two components. To find GM’s cost comparison form, enter “cost...
Cadillac Certified Pre-owned Warranty - 04/29/2021
... indicates that the warranty is bumper-to-bumper, with the exception of the standard maintenance services that are not covered. The CPO B2B warranty was replaced March 1st, 2017 by the “Cadillac CPO Ltd Wty – with Deductible”....
Bulletin Updates - 04/29/2021
... of the 2021 model year as well as details supporting the proper identification of the causal part. Service agents are responsible for properly identifying the causal part on all warranty transactions. In addition to identifying the causal part within...
Reject of the Month - November 2021 - 10/26/2021
... look was taken to verify the primary cause of failure and corresponding labor operation. The service team determined that the valve lifter guide was not the primary cause of failure, the left side lifters were. The labor operation was updated to...
Increased reimbursement rates for maintenance programs - 12/01/2021
... increases were implemented to cover the rising costs of oil and filters necessary to perform the service event. Note: Reimbursement rates for the CPO Maintenance Programs have not changed. The First Maintenance Service Visit includes one oil change visit...
Updates and Reminders - 10/01/2021
... to 10 calendar days effective with job card open date of 9/17/2021 through the end of the year. Service manager pre-approval is not required until the 10th calendar day of the rental. This empowerment expansion has been put into effect to address ongoing...
Getting to Know the PET - 01/03/2022
... in PET, print and attach the document to the hard copy of the job card as well as the transaction. Service management must authorize the policy adjustment prior to the initial transaction submission. To ensure policy compliance, the authorization must...
Customer Enthusiasm Guidelines - 01/27/2022
... in material or workmanship, they recommend a 50% customer participation in the repair. While service management written approval is not required for Customer Enthusiasm repairs, the decision to move forward with these types of repairs should be decided...
Wiring Repair Labor Operations & Required Additional Information - 02/23/2022
... routing view, including the grid location, the connector end view, or the locator view. In Service Information, the connector end view and locator view IDs are unique for each illustration. For harness routing views, a grid is included that provides...
Documentation of Time and Compliance - 02/23/2022
... Repairs states that each policy and warranty job card is to be signed by the customer authorizing Service Agent to perform the requested service/repairs. Authorization must be obtained at initial write-up and PRIOR to any repairs being performed. Customer...
STS Thresholds - 01/27/2022
... Dealer Empowerment sooner by meeting the current threshold. The thresholds for 2022 total Service Training Standards are as follows: 80% at the end of Q1, 85% at the end of Q2, 90% at the end of Q3, and 95% at the end of Q4. Dealers must meet quarterly...
Labor Operation Selection - 12/01/2021
... OLH empowerment. GM does not require a separate clock time for OLH, nor does the service manager have to approve OLH in most cases, but does have to approve the additional parts. When submitting a transaction with consequential damage, attach a...
Forum - 07/26/2018
Hi kturner! I might recommend viewing the Applicable Warranties section within Service Workbench. It provides the following info (CBG CPO Maintenance example): Coverage that is highlighted in green indicates valid coverage, including the end...
Forum - 08/08/2018
... forms are available within the Support section of GlobalConnect, and no longer found within Service Forms. The form can be completed online and saved for attachment with the warranty transaction. Dealers are instructed to update bookmarks and references...
Forum - 08/08/2018
... the transaction in GWM. Refer also to Bulletin 12-07-30-001 PQC Assembly Replacement Process - For Service Agents Not Required to Contact PQC Prior to Assembly Replacement....
Forum - 07/26/2018
... code. Go to the computer you used to program the vehicle with and open up TIS. Open up Service Programming System. Start SPS. Go to settings. Go to warranty claim code tab. The history of your programming sessions...
Simplifying Clocking Information - 07/20/2018
... repair order, GM will consider that as an added operation. Each added operation requires Service Management approval. · If OLH (other labor hours) are required, additional punching is required. ...
Forum - 05/01/2018
... of customer satisfaction. Dealers should submit a policy warranty transaction to cover this service. Depending on a dealer’s self-authorization or empowerment level, this ZREG transaction type may require wholesale authorization. However, since...
Forum - 05/01/2018
... of customer satisfaction. Dealers should submit a policy warranty transaction to cover this service. Depending on a dealer’s self-authorization or empowerment level, this ZREG transaction type may require wholesale authorization. However, since...
Forum - 05/01/2018
Add a line to the job card for the second cause of failure. The repeat repair authorization by service management is required prior to first transaction submission or at the time of first transaction rejection. Therefore, if it is not readily apparent...
Forum - 04/25/2018
... of a fluid leak and technician finds that there are actually two different leaks. Service management would review/authorize for repeat (pyramiding) repairs....
Reimbursing Customer for Rental Expense - 03/28/2018
... use will result in a credit reversal. Refer to the Dealer Empowerment section of the Service Policies and Procedures manual, Article 8.6.1 for Compliance." There is no Article 8.6.1 in the P&P. Does anyone know the proper way to...
Forum - 12/18/2018
... 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 Quick Reference Warranty...
Forum - 12/05/2018
Hi CarolRoyal, Here are a few resources that address Service Agent Analysis Summary Reports; including a Newsletter Article and an Online Training Video.
Forum - 12/05/2018
... maintenance 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...
Forum - 01/11/2019
... brake pad warranty the only line on the job card? Was the failure found during MPVI (or another service) on the same job card as the replacement or a different job card? Thanks for the additional information! ...
... indicates that the warranty is bumper-to-bumper, with the exception of the standard maintenance services that are not covered. The CPO B2B warranty was replaced March 1st, 2017 by the “Cadillac CPO Ltd Wty – with Deductible”....
Bulletin Updates - 04/29/2021
... of the 2021 model year as well as details supporting the proper identification of the causal part. Service agents are responsible for properly identifying the causal part on all warranty transactions. In addition to identifying the causal part within...
Reject of the Month - November 2021 - 10/26/2021
... look was taken to verify the primary cause of failure and corresponding labor operation. The service team determined that the valve lifter guide was not the primary cause of failure, the left side lifters were. The labor operation was updated to...
Increased reimbursement rates for maintenance programs - 12/01/2021
... increases were implemented to cover the rising costs of oil and filters necessary to perform the service event. Note: Reimbursement rates for the CPO Maintenance Programs have not changed. The First Maintenance Service Visit includes one oil change visit...
Updates and Reminders - 10/01/2021
... to 10 calendar days effective with job card open date of 9/17/2021 through the end of the year. Service manager pre-approval is not required until the 10th calendar day of the rental. This empowerment expansion has been put into effect to address ongoing...
Getting to Know the PET - 01/03/2022
... in PET, print and attach the document to the hard copy of the job card as well as the transaction. Service management must authorize the policy adjustment prior to the initial transaction submission. To ensure policy compliance, the authorization must...
Customer Enthusiasm Guidelines - 01/27/2022
... in material or workmanship, they recommend a 50% customer participation in the repair. While service management written approval is not required for Customer Enthusiasm repairs, the decision to move forward with these types of repairs should be decided...
Wiring Repair Labor Operations & Required Additional Information - 02/23/2022
... routing view, including the grid location, the connector end view, or the locator view. In Service Information, the connector end view and locator view IDs are unique for each illustration. For harness routing views, a grid is included that provides...
Documentation of Time and Compliance - 02/23/2022
... Repairs states that each policy and warranty job card is to be signed by the customer authorizing Service Agent to perform the requested service/repairs. Authorization must be obtained at initial write-up and PRIOR to any repairs being performed. Customer...
STS Thresholds - 01/27/2022
... Dealer Empowerment sooner by meeting the current threshold. The thresholds for 2022 total Service Training Standards are as follows: 80% at the end of Q1, 85% at the end of Q2, 90% at the end of Q3, and 95% at the end of Q4. Dealers must meet quarterly...
Labor Operation Selection - 12/01/2021
... OLH empowerment. GM does not require a separate clock time for OLH, nor does the service manager have to approve OLH in most cases, but does have to approve the additional parts. When submitting a transaction with consequential damage, attach a...
Forum - 07/26/2018
Hi kturner! I might recommend viewing the Applicable Warranties section within Service Workbench. It provides the following info (CBG CPO Maintenance example): Coverage that is highlighted in green indicates valid coverage, including the end...
Forum - 08/08/2018
... forms are available within the Support section of GlobalConnect, and no longer found within Service Forms. The form can be completed online and saved for attachment with the warranty transaction. Dealers are instructed to update bookmarks and references...
Forum - 08/08/2018
... the transaction in GWM. Refer also to Bulletin 12-07-30-001 PQC Assembly Replacement Process - For Service Agents Not Required to Contact PQC Prior to Assembly Replacement....
Forum - 07/26/2018
... code. Go to the computer you used to program the vehicle with and open up TIS. Open up Service Programming System. Start SPS. Go to settings. Go to warranty claim code tab. The history of your programming sessions...
Simplifying Clocking Information - 07/20/2018
... repair order, GM will consider that as an added operation. Each added operation requires Service Management approval. · If OLH (other labor hours) are required, additional punching is required. ...
Forum - 05/01/2018
... of customer satisfaction. Dealers should submit a policy warranty transaction to cover this service. Depending on a dealer’s self-authorization or empowerment level, this ZREG transaction type may require wholesale authorization. However, since...
Forum - 05/01/2018
... of customer satisfaction. Dealers should submit a policy warranty transaction to cover this service. Depending on a dealer’s self-authorization or empowerment level, this ZREG transaction type may require wholesale authorization. However, since...
Forum - 05/01/2018
Add a line to the job card for the second cause of failure. The repeat repair authorization by service management is required prior to first transaction submission or at the time of first transaction rejection. Therefore, if it is not readily apparent...
Forum - 04/25/2018
... of a fluid leak and technician finds that there are actually two different leaks. Service management would review/authorize for repeat (pyramiding) repairs....
Reimbursing Customer for Rental Expense - 03/28/2018
... use will result in a credit reversal. Refer to the Dealer Empowerment section of the Service Policies and Procedures manual, Article 8.6.1 for Compliance." There is no Article 8.6.1 in the P&P. Does anyone know the proper way to...
Forum - 12/18/2018
... 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 Quick Reference Warranty...
Forum - 12/05/2018
Hi CarolRoyal, Here are a few resources that address Service Agent Analysis Summary Reports; including a Newsletter Article and an Online Training Video.
Forum - 12/05/2018
... maintenance 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...
Forum - 01/11/2019
... brake pad warranty the only line on the job card? Was the failure found during MPVI (or another service) on the same job card as the replacement or a different job card? Thanks for the additional information! ...
Forum - 01/10/2019
First off, the service writer should not have just blindly wrote a ticket with 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...
Forum - 03/14/2019
... free. Maybe I'm not reading your message correctly? Important: One can of Cavity Pro Wax will service approximately 150 vehicles. There is a limited supply of this product, order one can per dealer. This material will be shipped to the dealer f...
Special Cover N182188930 - No Customer Reimbursement - 02/13/2019
... any other rights granted by this Special Coverage to any third party, including but not limited to service contract providers, and this Special Coverage is not intended to and does not confer any third party beneficiary, subrogation or contribution rights,...
Forum - 01/18/2019
... Rate Options A and C. The article contains the list of exclusions which includes repairs/services that are maintenance related such as; oil changes, tires, wiper blades, filters, belts, etc. I am not aware of any documentation that supports...
Forum - 09/20/2018
... are excluded from this requirement. (CarolRoyal: The PDI Inspection form has a field for service management signature, although it is not addressed in P&P Article 3.2.4 or the Required Operating Procedures bulletin). Add On repairs:...
What Would You Do - 10/18 - 09/25/2018
... for submission. There were multiple lines on the ticket, with the fourth repair line authorized by service management for change in financial responsibility. The line was originally written as customer pay and later changed to warranty after technician...
Forum - 10/25/2018
... temperature, cycle number, and flow code) that is displayed on the Transmission Cooling System Service Tool after the flow test and flush is helpful in confirming the data associated with the alpha/numeric flow code. Refer also to the Transmission Fluid...
Forum - 11/02/2018
... Ion Drive batteries and battery sections that are exchanged through an authorized Battery Service Center are eligible for a $20 administrative allowance. Refer to P&P Articles 2.6 and 2.7....
What Would You Do - 12/18 - 11/29/2018
... the condition occurs, performance will be affected as well as an increase in oil consumption. The service engine light may illuminate indicating an engine misfire. The recall furthermore states that if the repair is not completed prior to multiple pre-ignition...
Forum - 02/05/2018
Candy: From our experience, the electronic exchange administrative allowance is only eligible up to $45 per job card. "Service agents may submit up to $45 in the Net/Admin Allowance field of the transaction for exchanging the component through the ESC."...
Forum - 02/08/2018
... so another line was added. On this one the customer notification was left off. I believe the service manager said that she was going to charge that one back since it was an add on. He tried to convince her that it was one complaint from the customer...
Forum - 12/21/2017
From the Preface of the LTG: ACTION WORDS The labor code description is the same as the service information procedure description therefore it clearly identifies the repair steps that were performed for the specific component. Although “Replacement”...
Forum - 03/19/2018
... from P&P in late 2015. Regarding Straight Time: ST labor operations must be authorized by service management, with management responsible for the reasonableness of the time requested. ...
What Would You Do - 03/18 - 02/20/2018
A 2014 Chevrolet Equinox with 2.4L engine and 52,160 miles had a persistent service engine soon light condition. The dealership technician found that the camshaft valve and both the exhaust and intake valve actuators failed. The technician noted...
Forum - 02/09/2018
... policy of restricting customer reimbursement to the amount GM would have paid an authorized GM Service Agent to perform the repair." She went back and forth with me a few times because we accidentally missed an oil change that was billed, I had to eat...
Forum - 02/09/2018
I always make someone check the procedure for the operation in question. If the service replacement procedure has a step stating "perform DEF regeneration procedure" then it is included in the base time. Otherwise unless you are just doing an regen, you...
Forum - 11/21/2017
Couple different references for Powertrain Warranty coverage: Service P&P Article 1.1.1.1 (2017 MY) or 1.1.1.2 (2016 MY). Refer to the attached Limited Warranty and Owner Assistance Information Guides. This information is also available within SI...
Forum - 11/28/2017
... addressing the consequential damage process. I think it was overridden by the statement that Service Manager is responsible for the "reasonableness" of the OLH. I still had to do a step by step breakdown of what the time was used for that backed up the...
Forum - 11/14/2017
Reference the GM Service Replacement Parts and Accessories Warranty Quick Reference Chart located within the Parts Policies & Procedures Manual Article 1.1 GM Accessories (excluding Associated Accessories): Dealer Installed*:If dealer installed and...
Forum - 11/10/2017
Thanks 1MaryRuble! The Global Message Reference Number for the email is GCUS-3-1096, dated 11/9/2017 : Updated Instructions for Labor Code Submission of Emission Recall 17337 and Service Update 17419.
Forum - 12/18/2017
Hello! Please see Article 2.1.1 (Warranty Labor Rate Options A and C) within the Service Policies & Procedures Manual.
Forum - 12/01/2017
... found a bulletin to perform extensive water testing for a possibility of 7 different causes... The service manager was approached by forman of bulletin, so olh was auth'd because it stated to begin with extensive diag. My claim was denied, even with...
Forum - 10/24/2017
Please refer to Service P&P Article 3.2.13 (particularly the first three paragraphs). While the PET must be completed with a Policy Decision - management is responsible and accountable for the management of warranty expense. The PET should provide...
Forum - 10/26/2017
... to the Reimbursement Department at GM). A copy of the Reimbursement Form is also available in the Service Forms application in Global. Reference bulletin 11-00-89-004....
Forum - 10/04/2017
... OLH for the labor to replace the other components (with reduction for overlap, if any). Service management authorization for OLH and excessive parts. Excellent technician documentation supporting the diagnosis, bulletins used, test results, specs, case...
First off, the service writer should not have just blindly wrote a ticket with 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...
Forum - 03/14/2019
... free. Maybe I'm not reading your message correctly? Important: One can of Cavity Pro Wax will service approximately 150 vehicles. There is a limited supply of this product, order one can per dealer. This material will be shipped to the dealer f...
Special Cover N182188930 - No Customer Reimbursement - 02/13/2019
... any other rights granted by this Special Coverage to any third party, including but not limited to service contract providers, and this Special Coverage is not intended to and does not confer any third party beneficiary, subrogation or contribution rights,...
Forum - 01/18/2019
... Rate Options A and C. The article contains the list of exclusions which includes repairs/services that are maintenance related such as; oil changes, tires, wiper blades, filters, belts, etc. I am not aware of any documentation that supports...
Forum - 09/20/2018
... are excluded from this requirement. (CarolRoyal: The PDI Inspection form has a field for service management signature, although it is not addressed in P&P Article 3.2.4 or the Required Operating Procedures bulletin). Add On repairs:...
What Would You Do - 10/18 - 09/25/2018
... for submission. There were multiple lines on the ticket, with the fourth repair line authorized by service management for change in financial responsibility. The line was originally written as customer pay and later changed to warranty after technician...
Forum - 10/25/2018
... temperature, cycle number, and flow code) that is displayed on the Transmission Cooling System Service Tool after the flow test and flush is helpful in confirming the data associated with the alpha/numeric flow code. Refer also to the Transmission Fluid...
Forum - 11/02/2018
... Ion Drive batteries and battery sections that are exchanged through an authorized Battery Service Center are eligible for a $20 administrative allowance. Refer to P&P Articles 2.6 and 2.7....
What Would You Do - 12/18 - 11/29/2018
... the condition occurs, performance will be affected as well as an increase in oil consumption. The service engine light may illuminate indicating an engine misfire. The recall furthermore states that if the repair is not completed prior to multiple pre-ignition...
Forum - 02/05/2018
Candy: From our experience, the electronic exchange administrative allowance is only eligible up to $45 per job card. "Service agents may submit up to $45 in the Net/Admin Allowance field of the transaction for exchanging the component through the ESC."...
Forum - 02/08/2018
... so another line was added. On this one the customer notification was left off. I believe the service manager said that she was going to charge that one back since it was an add on. He tried to convince her that it was one complaint from the customer...
Forum - 12/21/2017
From the Preface of the LTG: ACTION WORDS The labor code description is the same as the service information procedure description therefore it clearly identifies the repair steps that were performed for the specific component. Although “Replacement”...
Forum - 03/19/2018
... from P&P in late 2015. Regarding Straight Time: ST labor operations must be authorized by service management, with management responsible for the reasonableness of the time requested. ...
What Would You Do - 03/18 - 02/20/2018
A 2014 Chevrolet Equinox with 2.4L engine and 52,160 miles had a persistent service engine soon light condition. The dealership technician found that the camshaft valve and both the exhaust and intake valve actuators failed. The technician noted...
Forum - 02/09/2018
... policy of restricting customer reimbursement to the amount GM would have paid an authorized GM Service Agent to perform the repair." She went back and forth with me a few times because we accidentally missed an oil change that was billed, I had to eat...
Forum - 02/09/2018
I always make someone check the procedure for the operation in question. If the service replacement procedure has a step stating "perform DEF regeneration procedure" then it is included in the base time. Otherwise unless you are just doing an regen, you...
Forum - 11/21/2017
Couple different references for Powertrain Warranty coverage: Service P&P Article 1.1.1.1 (2017 MY) or 1.1.1.2 (2016 MY). Refer to the attached Limited Warranty and Owner Assistance Information Guides. This information is also available within SI...
Forum - 11/28/2017
... addressing the consequential damage process. I think it was overridden by the statement that Service Manager is responsible for the "reasonableness" of the OLH. I still had to do a step by step breakdown of what the time was used for that backed up the...
Forum - 11/14/2017
Reference the GM Service Replacement Parts and Accessories Warranty Quick Reference Chart located within the Parts Policies & Procedures Manual Article 1.1 GM Accessories (excluding Associated Accessories): Dealer Installed*:If dealer installed and...
Forum - 11/10/2017
Thanks 1MaryRuble! The Global Message Reference Number for the email is GCUS-3-1096, dated 11/9/2017 : Updated Instructions for Labor Code Submission of Emission Recall 17337 and Service Update 17419.
Forum - 12/18/2017
Hello! Please see Article 2.1.1 (Warranty Labor Rate Options A and C) within the Service Policies & Procedures Manual.
Forum - 12/01/2017
... found a bulletin to perform extensive water testing for a possibility of 7 different causes... The service manager was approached by forman of bulletin, so olh was auth'd because it stated to begin with extensive diag. My claim was denied, even with...
Forum - 10/24/2017
Please refer to Service P&P Article 3.2.13 (particularly the first three paragraphs). While the PET must be completed with a Policy Decision - management is responsible and accountable for the management of warranty expense. The PET should provide...
Forum - 10/26/2017
... to the Reimbursement Department at GM). A copy of the Reimbursement Form is also available in the Service Forms application in Global. Reference bulletin 11-00-89-004....
Forum - 10/04/2017
... OLH for the labor to replace the other components (with reduction for overlap, if any). Service management authorization for OLH and excessive parts. Excellent technician documentation supporting the diagnosis, bulletins used, test results, specs, case...
Forum - 09/06/2017
... will be identified in the Global Warranty Management system as being involved. In these cases, Service Agents are expected to perform the required repair at no charge to the customer even though the vehicle has a branded title. Since warranty coverage...
Forum - 08/16/2017
... an oil consumption issue, the tech should begin an oil consumption worksheet (found in either Service Forms or an applicable bulletin). Record test data on the worksheet for each subsequent test. At the conclusion of the test diagnosis is performed...
What Would You Do - 09/17 - 08/22/2017
... submit it on a separate line, as it is not part of the special coverage. After discussion with the service manager, the transaction was submitted for review a second time with comments stating that the failure of the gear was consequential to the pump....
Forum - 04/04/2019
... report discount. The spreadsheet calculates the percentages of the total discount to parts and to service and each manager pushes their percentage of the discount to advertising. The parts are billed regularly but we have special parts codes for Dexos5,...
Forum - 04/04/2019
... fees for ESC handling All others I push to a holder control number and end of month I move them to service policy. I negotiated with my SM and I get the Admin fees moved to my pay for WPC return processing. I just have to report them to him each...
Forum - 03/08/2019
... but documentation should outline the leak inspection procedure in accordance with published service information. These times are not attached to any specific operation but if you use them as SLT they will pay. Be sure your documentation is in order!...
Forum - 04/02/2019
... 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 dealership processes vary, it may be...
Forum - 04/09/2019
... case is sold over the counter and repaired by a GM Dealer or a qualified installing Independent Service Center (ISC), on-highway applications only. Parts only warranty when consumer repaired or when installed in non-highway application. Coverage limited...
Forum - 04/24/2019
... be considered an add-on, so you do not have to identify one of the transactions as such. However, service management authorization is required for repeat (pyramiding) repairs." Reference Bulletin 18NA146 Adding lines for open required field actions on...
Forum - 05/08/2019
Hi crmiller! Take a look at bulletin 12-01-37-001: Information on New Refrigerant (R1234yf) for A/C Service. While specific models/model years are not listed, it provides helpful information on R1234yf. Refrigerant information is typically documented...
Forum - 05/21/2019
... 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 warranty repair (Policy...
Forum - 06/14/2019
... "placeholder" (a method that more obviously denotes a failure with the cluster). In this case, the service manager also indicated approval of the mileage / cluster situation on the job card. And, as ewill3rd mentioned, always be aware of any state...
Forum - 06/28/2019
Hi Tim! With the assumption that the vehicle is in the service 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...
Forum - 07/09/2019
Hi cSutton! The special coverage covers involved vehicles for a period of 12 years or 180,000 miles, whichever occurs first, from the date the vehicle was originally placed in service, regardless of ownership.
Forum - 07/09/2019
... center manages the repurchase process. The RVDC will contact the General Manager, Sales Manager, Service Manager, and/or Office Manager regarding the repurchased vehicle....
What Would You Do - 08/19 - 07/30/2019
... 8 unique on/off punch times on the job card, including one for 0.8 hours of OLH, as approved by service management. The first punch time on the job card was for 0.3 hours and the remaining punch times were for 0.4, 0.4, 0.5, 0.5, 0.8, and 0.3 hours. The...
Forum - 08/08/2019
... thirty years and have been at my current dealership for 21 years, 24 total. I had a break in service. Since I have been back for the 21 years I have not had an hourly pay raise in 19 years and have had only 1 commision raise of 1%. I make...
Forum - 12/11/2019
... results, diagnostic trouble codes, TAC case number, assembly serial numbers, measurements, etc. Service Policies & Procedures Manual Article 3.2.7 Details of Concern, Cause, Correction. ...
What Would You Do - 11/19 - 10/23/2019
... may also find yourself intrigued by this scenario.A GM dealer sold an OEM 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...
DRAC/OnTrac/Reporting Help Request - 09/09/2019
... vehicles taken out of 025 status that have not been reported with an OUT incentive." The In-Service date is 3/7/2019. The Event date is 6/30/2019. Our system is showing it sold on 6/28/2019. The Warranty Start Date is showing 3/7/2019.Does...
Forum - 10/16/2019
... some overlap so the second head should be based solely on punch time Scenario 2: Both rotors are serviced on one line using the base time and add time for the second rotor Scenario 3: I don't see the cause of failure for this unlikely scenario, but since...
Forum - 09/18/2019
... Error Code 852 (version 2) Based on the Help with Handling Error Code 852 document: If the service procedure calls for Programming and Setup, the SPS WCC from the Programming event must be entered in the SPS WCC field of the transaction, not the code...
Forum - 10/01/2019
Service P&P Article 3.2.8 Technician Identification and Accounting of Labor Time states "all standard warranty and policy repair time must be documented on the technician's time ticket by job card". Individual and specific time punch documentation ...
missing labor time - 01/15/2020
... DBC couldn't answer why I have repair op labor times but not PDI/PDI add-on so I needed to call my service provider. Each pointing fingers to the other and I am stuck in the middle. Who can tell me where the info comes from? How do I contact them?...
Forum - 01/15/2020
... Reprogramming Events" tool (found in the Warranty Administration Resource Center): "When following service or recall bulletins, Setup does not need to be performed unless the bulletin calls for both Programming and Setup. When required, complete Programming...
... will be identified in the Global Warranty Management system as being involved. In these cases, Service Agents are expected to perform the required repair at no charge to the customer even though the vehicle has a branded title. Since warranty coverage...
Forum - 08/16/2017
... an oil consumption issue, the tech should begin an oil consumption worksheet (found in either Service Forms or an applicable bulletin). Record test data on the worksheet for each subsequent test. At the conclusion of the test diagnosis is performed...
What Would You Do - 09/17 - 08/22/2017
... submit it on a separate line, as it is not part of the special coverage. After discussion with the service manager, the transaction was submitted for review a second time with comments stating that the failure of the gear was consequential to the pump....
Forum - 04/04/2019
... report discount. The spreadsheet calculates the percentages of the total discount to parts and to service and each manager pushes their percentage of the discount to advertising. The parts are billed regularly but we have special parts codes for Dexos5,...
Forum - 04/04/2019
... fees for ESC handling All others I push to a holder control number and end of month I move them to service policy. I negotiated with my SM and I get the Admin fees moved to my pay for WPC return processing. I just have to report them to him each...
Forum - 03/08/2019
... but documentation should outline the leak inspection procedure in accordance with published service information. These times are not attached to any specific operation but if you use them as SLT they will pay. Be sure your documentation is in order!...
Forum - 04/02/2019
... 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 dealership processes vary, it may be...
Forum - 04/09/2019
... case is sold over the counter and repaired by a GM Dealer or a qualified installing Independent Service Center (ISC), on-highway applications only. Parts only warranty when consumer repaired or when installed in non-highway application. Coverage limited...
Forum - 04/24/2019
... be considered an add-on, so you do not have to identify one of the transactions as such. However, service management authorization is required for repeat (pyramiding) repairs." Reference Bulletin 18NA146 Adding lines for open required field actions on...
Forum - 05/08/2019
Hi crmiller! Take a look at bulletin 12-01-37-001: Information on New Refrigerant (R1234yf) for A/C Service. While specific models/model years are not listed, it provides helpful information on R1234yf. Refrigerant information is typically documented...
Forum - 05/21/2019
... 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 warranty repair (Policy...
Forum - 06/14/2019
... "placeholder" (a method that more obviously denotes a failure with the cluster). In this case, the service manager also indicated approval of the mileage / cluster situation on the job card. And, as ewill3rd mentioned, always be aware of any state...
Forum - 06/28/2019
Hi Tim! With the assumption that the vehicle is in the service 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...
Forum - 07/09/2019
Hi cSutton! The special coverage covers involved vehicles for a period of 12 years or 180,000 miles, whichever occurs first, from the date the vehicle was originally placed in service, regardless of ownership.
Forum - 07/09/2019
... center manages the repurchase process. The RVDC will contact the General Manager, Sales Manager, Service Manager, and/or Office Manager regarding the repurchased vehicle....
What Would You Do - 08/19 - 07/30/2019
... 8 unique on/off punch times on the job card, including one for 0.8 hours of OLH, as approved by service management. The first punch time on the job card was for 0.3 hours and the remaining punch times were for 0.4, 0.4, 0.5, 0.5, 0.8, and 0.3 hours. The...
Forum - 08/08/2019
... thirty years and have been at my current dealership for 21 years, 24 total. I had a break in service. Since I have been back for the 21 years I have not had an hourly pay raise in 19 years and have had only 1 commision raise of 1%. I make...
Forum - 12/11/2019
... results, diagnostic trouble codes, TAC case number, assembly serial numbers, measurements, etc. Service Policies & Procedures Manual Article 3.2.7 Details of Concern, Cause, Correction. ...
What Would You Do - 11/19 - 10/23/2019
... may also find yourself intrigued by this scenario.A GM dealer sold an OEM 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...
DRAC/OnTrac/Reporting Help Request - 09/09/2019
... vehicles taken out of 025 status that have not been reported with an OUT incentive." The In-Service date is 3/7/2019. The Event date is 6/30/2019. Our system is showing it sold on 6/28/2019. The Warranty Start Date is showing 3/7/2019.Does...
Forum - 10/16/2019
... some overlap so the second head should be based solely on punch time Scenario 2: Both rotors are serviced on one line using the base time and add time for the second rotor Scenario 3: I don't see the cause of failure for this unlikely scenario, but since...
Forum - 09/18/2019
... Error Code 852 (version 2) Based on the Help with Handling Error Code 852 document: If the service procedure calls for Programming and Setup, the SPS WCC from the Programming event must be entered in the SPS WCC field of the transaction, not the code...
Forum - 10/01/2019
Service P&P Article 3.2.8 Technician Identification and Accounting of Labor Time states "all standard warranty and policy repair time must be documented on the technician's time ticket by job card". Individual and specific time punch documentation ...
missing labor time - 01/15/2020
... DBC couldn't answer why I have repair op labor times but not PDI/PDI add-on so I needed to call my service provider. Each pointing fingers to the other and I am stuck in the middle. Who can tell me where the info comes from? How do I contact them?...
Forum - 01/15/2020
... Reprogramming Events" tool (found in the Warranty Administration Resource Center): "When following service or recall bulletins, Setup does not need to be performed unless the bulletin calls for both Programming and Setup. When required, complete Programming...
Forum - 01/03/2020
... repairs. Submit the latter two lines, and if they reject as a repeat repair, it is permissible for service management to approve these pyramid repairs after the first reject. ...
Forum - 01/21/2020
Updating my tricks to say I added a few sheets in the service drive, on the most commonly left off stuff. We have had the brake spec sheets there, forever, but I added: tire specs wcc reminders serial # for major assemblies, and wiring op requirements. I...
Forum - 04/28/2020
... should start looking for another job, the technician should be instructed or fired, and the service manager should get a phone call from the WFM and/or the DMA. That is pretty pathetic. As Mary said, if they want to override the cost comparison then...
Forum - 02/03/2020
... something new will catch them off guard just like any of us. I think you have done us all a great service by sharing your experience....
Forum - 02/04/2020
... is responsible for the reasonableness of the request. Straight Time more than 2 hours must be by service management prior to the first transaction submission. Straight time is to be submitted in the Base Labor field of the transaction." In regards...
Forum - 02/24/2020
... for legitimacy with self-debits performed where necessary. Also, as a future recommendation, the service team should identify potential repeat visits at write up allowing the involvement of management (or a shop foreman) at the onset of the repair e...
Forum - 02/24/2020
... as the OEM part is present on the vehicle and is able to be repaired or replaced per GM published service procedures. Failure must be due to a defect in material or workmanship of the OEM part and not a result of the condition which branded the title. Based...
Forum - 03/24/2020
... in Pairs: When repairs necessitate both left/right or front/rear repairs or part replacements, Service Agents are to use the single labour operation and submit for the "Add Time" for performing both sides. If unique labour operations are published for...
Forum - 03/25/2020
Refer to P&P Article 6.5 Supporting Documentation: Service Agent is responsible to assure that all information is properly documented and accessible. Records must be retained for a minimum of 24 months from date of payment. Records (where applicable)...
Forum - 02/11/2020
... labor operation "ceiling" is not a published value, therefore it is unknown at time of submission. Service management authorization for ST over 2 hours is required prior to submission, but the necessity of WSC review is typically unknown until after...
What Would You Do - 10/20 - 09/22/2020
... to bumper warranty by 3 years, but within warranty by miles a Policy Decision was authorized by service management. The Policy Evaluation Tool was completed as well as DMA approval requested to deviate from the PET participation result.Both the PET and...
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.
What Would You Do - 11/20 - 10/27/2020
... that the technician’s comments did not support an inspection of the brake pad wear sensor.Service management determined that the inspection of the brake pad wear sensor was not performed on the vehicle, and the technician was not paid the time...
Parts Warranties - 11/16/2020
... warranty. Trying to clarify the parts warranties so that I can relay this information to our service and parts personnel to avoid any issues. I need to have this stuff in print to present to them for back-up. They tend to believe me then. LOL If...
Forum - 12/10/2020
... Chevrolet Complete Care First Maintenance Visit which was recently increased to $245 (the first service includes a required transmission filter change). ...
Forum - 02/02/2021
... inflator, it will be needed to return the used inflator. Refer to the instructions enclosed in the service kit box for return instructions." I'm going to put my hands on one tomorrow and see what the "included" instructions say. I was getting the $20.00...
What Would You Do - 03/21 - 02/25/2021
A vehicle came into the service department in August to have an open recall performed. The recall addressed rear window defroster thermal events on vehicles equipped with a power sliding rear window. Certain vehicles may have areas of high electrical...
Forum - 06/14/2021
I enforce this policy: All SPS programming codes and serial numbers required for recalls or service procedures must be documented in the correction field. Forget this nonsense of "on the job card" being interpreted as handwritten, if it says it goes on...
Forum - 06/23/2021
The only way to try to update dealer track is to click onto the factory tab, choose GM (number 5 i think), Then choose service workbench, check transition code, then when in transaction type code press F4 for menu options, scroll down and choose labor...
What Would You Do - 06/21 - 05/26/2021
... was performed and the vehicle was test driven to confirm that the concern had been resolved.Service management authorized for Parts Excessive for premature tire wear due to the ball joint failure (loose/worn). Other Labor Hours was also approved by management...
Forum - 05/14/2021
... to discount they spread the money between departments so Sales and Parts get to pay extra towards service first oil changes. Parts bills what they bill. Some of them are even higher but usually on the trucks I discount $39.11, corvettes I usually discount...
Forum - 04/29/2021
... owner uncooperative, undeliverable mail, and field action expired. The form is available in Service Forms under the General Information tab. Recommend opening a job card to identify the recall and action taken (e.g. CAM-03), with the customer's...
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 - 01/10/2022
... to the job card. Additional information regarding Warranty Parts Expediting is available in the Service P & P Manual, Article 5.14....
Forum - 02/11/2022
... is available by entering the GCUS number in the GlobalConnect search bar. Refer also to Service P&P Article 10.12 Product Field Action Working Capital Assistance Program....
... repairs. Submit the latter two lines, and if they reject as a repeat repair, it is permissible for service management to approve these pyramid repairs after the first reject. ...
Forum - 01/21/2020
Updating my tricks to say I added a few sheets in the service drive, on the most commonly left off stuff. We have had the brake spec sheets there, forever, but I added: tire specs wcc reminders serial # for major assemblies, and wiring op requirements. I...
Forum - 04/28/2020
... should start looking for another job, the technician should be instructed or fired, and the service manager should get a phone call from the WFM and/or the DMA. That is pretty pathetic. As Mary said, if they want to override the cost comparison then...
Forum - 02/03/2020
... something new will catch them off guard just like any of us. I think you have done us all a great service by sharing your experience....
Forum - 02/04/2020
... is responsible for the reasonableness of the request. Straight Time more than 2 hours must be by service management prior to the first transaction submission. Straight time is to be submitted in the Base Labor field of the transaction." In regards...
Forum - 02/24/2020
... for legitimacy with self-debits performed where necessary. Also, as a future recommendation, the service team should identify potential repeat visits at write up allowing the involvement of management (or a shop foreman) at the onset of the repair e...
Forum - 02/24/2020
... as the OEM part is present on the vehicle and is able to be repaired or replaced per GM published service procedures. Failure must be due to a defect in material or workmanship of the OEM part and not a result of the condition which branded the title. Based...
Forum - 03/24/2020
... in Pairs: When repairs necessitate both left/right or front/rear repairs or part replacements, Service Agents are to use the single labour operation and submit for the "Add Time" for performing both sides. If unique labour operations are published for...
Forum - 03/25/2020
Refer to P&P Article 6.5 Supporting Documentation: Service Agent is responsible to assure that all information is properly documented and accessible. Records must be retained for a minimum of 24 months from date of payment. Records (where applicable)...
Forum - 02/11/2020
... labor operation "ceiling" is not a published value, therefore it is unknown at time of submission. Service management authorization for ST over 2 hours is required prior to submission, but the necessity of WSC review is typically unknown until after...
What Would You Do - 10/20 - 09/22/2020
... to bumper warranty by 3 years, but within warranty by miles a Policy Decision was authorized by service management. The Policy Evaluation Tool was completed as well as DMA approval requested to deviate from the PET participation result.Both the PET and...
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.
What Would You Do - 11/20 - 10/27/2020
... that the technician’s comments did not support an inspection of the brake pad wear sensor.Service management determined that the inspection of the brake pad wear sensor was not performed on the vehicle, and the technician was not paid the time...
Parts Warranties - 11/16/2020
... warranty. Trying to clarify the parts warranties so that I can relay this information to our service and parts personnel to avoid any issues. I need to have this stuff in print to present to them for back-up. They tend to believe me then. LOL If...
Forum - 12/10/2020
... Chevrolet Complete Care First Maintenance Visit which was recently increased to $245 (the first service includes a required transmission filter change). ...
Forum - 02/02/2021
... inflator, it will be needed to return the used inflator. Refer to the instructions enclosed in the service kit box for return instructions." I'm going to put my hands on one tomorrow and see what the "included" instructions say. I was getting the $20.00...
What Would You Do - 03/21 - 02/25/2021
A vehicle came into the service department in August to have an open recall performed. The recall addressed rear window defroster thermal events on vehicles equipped with a power sliding rear window. Certain vehicles may have areas of high electrical...
Forum - 06/14/2021
I enforce this policy: All SPS programming codes and serial numbers required for recalls or service procedures must be documented in the correction field. Forget this nonsense of "on the job card" being interpreted as handwritten, if it says it goes on...
Forum - 06/23/2021
The only way to try to update dealer track is to click onto the factory tab, choose GM (number 5 i think), Then choose service workbench, check transition code, then when in transaction type code press F4 for menu options, scroll down and choose labor...
What Would You Do - 06/21 - 05/26/2021
... was performed and the vehicle was test driven to confirm that the concern had been resolved.Service management authorized for Parts Excessive for premature tire wear due to the ball joint failure (loose/worn). Other Labor Hours was also approved by management...
Forum - 05/14/2021
... to discount they spread the money between departments so Sales and Parts get to pay extra towards service first oil changes. Parts bills what they bill. Some of them are even higher but usually on the trucks I discount $39.11, corvettes I usually discount...
Forum - 04/29/2021
... owner uncooperative, undeliverable mail, and field action expired. The form is available in Service Forms under the General Information tab. Recommend opening a job card to identify the recall and action taken (e.g. CAM-03), with the customer's...
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 - 01/10/2022
... to the job card. Additional information regarding Warranty Parts Expediting is available in the Service P & P Manual, Article 5.14....
Forum - 02/11/2022
... is available by entering the GCUS number in the GlobalConnect search bar. Refer also to Service P&P Article 10.12 Product Field Action Working Capital Assistance Program....
What Would You Do - 02/22 - 01/27/2022
The owner of a 2016 Chevrolet Silverado visited their local service department with an inoperative fuel gauge concern. The diagnosing technician confirmed the issue and found several fail codes in history and one current code. The current DTC is P2636,...
Forum - 03/28/2022
... and/or the vehicle leaves the premise, the job card must be closed and processed through the Service Agent Facility internal accounting procedures. Any changes to the final repair order are to be made using established accounting procedures to account...
Forum - 02/25/2022
... claim rejected with error 801: odometer reading exceeds the vehicle warranty distance limit. The service manager has elected to discuss the situation with GM prior resubmitting. Great point ewill3rd - review the LTG for an operation that applies...
Forum - 04/20/2022
... could be a couple of scenarios. If I submit the body labor as a sublet then all the parts go on my service RO with the body shop bill attached as a sublet. The body shop would give me a list of the parts they need and I would bill them and send them...
Compliant Alternative Signature-Electronic appointment printout-New in P&P-JLWarranty News April 2022? - 04/04/2022
... may be printed and attached to the job card to indicate a primary concern and do not require service management approval when not listed on the early bird envelope or drop-off form." To me, this is saying you can print the appointment printout...
Forum - 08/06/2021
I wouldn't worry on a first service but if the job is over 0.5 it just looks like an obvious screw-up. The rule I generally use is "it has to make sense". Can some guys flat rate stuff? Oh yeah. I have heard lots of things but I still go by if you have...
Forum - 08/09/2021
While the service claim will most likely not be included within an audit review, you may elect to use it as an opportunity to coach/counsel the technician on time punch accuracy. As ewill3rd mentioned, as a general rule the technician's punch time needs...
Forum - 08/12/2021
... THE RECOMMENDED SEALER. THIS WOULD BE CONSIDERED TO BE "SHOP SUPPLIES" BY GM SINCE ONE CONTAINER SERVICES 20 VEHICLES. IF AN AFTERMARKET SUPPLIER WAS USED THIS WOULD STILL BE CONSIDERED A SHOP SUPPLY AND NOT BILLABLE ON THE INVOICE YOU CANNOT SUBSTITUTE...
Forum - 08/17/2021
... are paying. GM has stopped responding to me and the guy I was emailing back and forth with from Service Information feedback basically brushed me off and treated me like I was stupid. If you can find a way to get them to SPS and then USB instead of the...
Forum - 08/20/2021
... replaced. Lateral run out checking is no longer a required procedure when performing basic brake services such as brake pad replacement or rotor servicing. If lateral run out requires correcting with correction plates, the time is claimed as OLH and...
Forum - 09/01/2021
... if you send me an email I'll send it to you. This is one of the reasons that when a tech uses a service bulletin I print it and attach it to the invoice because if they change it, it's gone. I'm with Mary on add times. If your techs are surfacing rotors...
Re: GMIN Conversion-Matching Training - 05/11/2010
... fields that require the GMIN in Global Warranty. WINS had a place where you could input all the service advisor & technician ID numbers one time(used to be Social Security) and then it created a drop down field where you could click on the arrow & choose...
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: recall for the heated wiper fluid - 06/09/2010
Recall 10153-This service procedure will permanently disable and remove the heated windshield washer fluid 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....
Re: What are your dealership’s operating hours? - 06/15/2010
SERVICE DEPT MON-FRI 7:30-5:30 (TECHS WORK 8:00-4:30) PARTS DEPT MON-FRI 8:00-5:30 SALES DEPT MON-FRI 8:30-7:00 // SAT 9:30-6:00 SUN 11:00-6:00
Re: PAID CLAIM: NOW PENDING DEBIT ?????? - 06/25/2010
... with UPS, and they sign for it, they can still debit it if they "can't find" the part. I had our service rep appeal a debit based on this exact scenario. I shipped the part within one week, had tracking AND signed verification. They debited the claim...
Re: GSA HANDLING ALLOWANCE - 04/23/2010
The info I have on those is dated 1/06 from the P&P and it says $150.00 also. •Service Agents are entitled to the normal PDI plus $150 handling allowance using labour operation Z7006. Transactions are submitted through the warranty system, using...
Collateral damage opcode? - 04/06/2010
My service manager used to be the warranty admin years ago. He said there used to be an opcode to use when there was collateral damage caused by a failed GM part. Anybody else hear of something like this? We have a truck that had the brakes fail due...
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: Requirements - 02/10/2011
What paperwork is missing? As the warranty admin, the service manager always tells me when we have an engine or transmission repair. I give the tech a repair vs replacement sheet to start the process. I require the tech write the failed part serial...
2008 GMC Yukon - labor op E3521 - 01/13/2011
... "Coverage Codes - Powertrain" for E3521 /// so I submitted it & it rejected for: number of days in service exceeds the warranty limit time..... so I went back into SI & clicked on powertrain table & the code is not listed ..... never had this happen...
Re: LOCAL FREIGHT - 12/22/2010
... in the part expedite field on Global Warranty Management. Don't forget to check the box that says service agent trade (located next to where you input the part #). The extra cost is the other dealer's mark up price to your dealership, plus any shipping...
Re: LPO for Camaro - 12/29/2010
... Vehicle build and find the RPO code of the camaro accessory package. To find the labor time go to Service Information (SI) and enter the VIN, click labor time guide (LTG), click general information, click PDI Add and find the RPO code that applies....
Re: WPC returns for 08/25/10 - 08/25/2010
... U.S. Buick, Cadillac, Chevrolet, GMC, Pontiac, Saab, HUMMER, and M.D. Truck Dealers Attention: Service Manager, Parts Manager, Warranty Administrator Subject: Warranty Part Return Request - System Error You may have noticed that you have received...
HVAC ODOR - 06/30/2010
... it was 3 days later, and I closed the repair order with no time to the tech and good notes. The service advisor who wrote it up could not understand why I couldn't flag the tech for anything. I told her there was no manufacturer's defect. Was I wrong?...
The owner of a 2016 Chevrolet Silverado visited their local service department with an inoperative fuel gauge concern. The diagnosing technician confirmed the issue and found several fail codes in history and one current code. The current DTC is P2636,...
Forum - 03/28/2022
... and/or the vehicle leaves the premise, the job card must be closed and processed through the Service Agent Facility internal accounting procedures. Any changes to the final repair order are to be made using established accounting procedures to account...
Forum - 02/25/2022
... claim rejected with error 801: odometer reading exceeds the vehicle warranty distance limit. The service manager has elected to discuss the situation with GM prior resubmitting. Great point ewill3rd - review the LTG for an operation that applies...
Forum - 04/20/2022
... could be a couple of scenarios. If I submit the body labor as a sublet then all the parts go on my service RO with the body shop bill attached as a sublet. The body shop would give me a list of the parts they need and I would bill them and send them...
Compliant Alternative Signature-Electronic appointment printout-New in P&P-JLWarranty News April 2022? - 04/04/2022
... may be printed and attached to the job card to indicate a primary concern and do not require service management approval when not listed on the early bird envelope or drop-off form." To me, this is saying you can print the appointment printout...
Forum - 08/06/2021
I wouldn't worry on a first service but if the job is over 0.5 it just looks like an obvious screw-up. The rule I generally use is "it has to make sense". Can some guys flat rate stuff? Oh yeah. I have heard lots of things but I still go by if you have...
Forum - 08/09/2021
While the service claim will most likely not be included within an audit review, you may elect to use it as an opportunity to coach/counsel the technician on time punch accuracy. As ewill3rd mentioned, as a general rule the technician's punch time needs...
Forum - 08/12/2021
... THE RECOMMENDED SEALER. THIS WOULD BE CONSIDERED TO BE "SHOP SUPPLIES" BY GM SINCE ONE CONTAINER SERVICES 20 VEHICLES. IF AN AFTERMARKET SUPPLIER WAS USED THIS WOULD STILL BE CONSIDERED A SHOP SUPPLY AND NOT BILLABLE ON THE INVOICE YOU CANNOT SUBSTITUTE...
Forum - 08/17/2021
... are paying. GM has stopped responding to me and the guy I was emailing back and forth with from Service Information feedback basically brushed me off and treated me like I was stupid. If you can find a way to get them to SPS and then USB instead of the...
Forum - 08/20/2021
... replaced. Lateral run out checking is no longer a required procedure when performing basic brake services such as brake pad replacement or rotor servicing. If lateral run out requires correcting with correction plates, the time is claimed as OLH and...
Forum - 09/01/2021
... if you send me an email I'll send it to you. This is one of the reasons that when a tech uses a service bulletin I print it and attach it to the invoice because if they change it, it's gone. I'm with Mary on add times. If your techs are surfacing rotors...
Re: GMIN Conversion-Matching Training - 05/11/2010
... fields that require the GMIN in Global Warranty. WINS had a place where you could input all the service advisor & technician ID numbers one time(used to be Social Security) and then it created a drop down field where you could click on the arrow & choose...
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: recall for the heated wiper fluid - 06/09/2010
Recall 10153-This service procedure will permanently disable and remove the heated windshield washer fluid 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....
Re: What are your dealership’s operating hours? - 06/15/2010
SERVICE DEPT MON-FRI 7:30-5:30 (TECHS WORK 8:00-4:30) PARTS DEPT MON-FRI 8:00-5:30 SALES DEPT MON-FRI 8:30-7:00 // SAT 9:30-6:00 SUN 11:00-6:00
Re: PAID CLAIM: NOW PENDING DEBIT ?????? - 06/25/2010
... with UPS, and they sign for it, they can still debit it if they "can't find" the part. I had our service rep appeal a debit based on this exact scenario. I shipped the part within one week, had tracking AND signed verification. They debited the claim...
Re: GSA HANDLING ALLOWANCE - 04/23/2010
The info I have on those is dated 1/06 from the P&P and it says $150.00 also. •Service Agents are entitled to the normal PDI plus $150 handling allowance using labour operation Z7006. Transactions are submitted through the warranty system, using...
Collateral damage opcode? - 04/06/2010
My service manager used to be the warranty admin years ago. He said there used to be an opcode to use when there was collateral damage caused by a failed GM part. Anybody else hear of something like this? We have a truck that had the brakes fail due...
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: Requirements - 02/10/2011
What paperwork is missing? As the warranty admin, the service manager always tells me when we have an engine or transmission repair. I give the tech a repair vs replacement sheet to start the process. I require the tech write the failed part serial...
2008 GMC Yukon - labor op E3521 - 01/13/2011
... "Coverage Codes - Powertrain" for E3521 /// so I submitted it & it rejected for: number of days in service exceeds the warranty limit time..... so I went back into SI & clicked on powertrain table & the code is not listed ..... never had this happen...
Re: LOCAL FREIGHT - 12/22/2010
... in the part expedite field on Global Warranty Management. Don't forget to check the box that says service agent trade (located next to where you input the part #). The extra cost is the other dealer's mark up price to your dealership, plus any shipping...
Re: LPO for Camaro - 12/29/2010
... Vehicle build and find the RPO code of the camaro accessory package. To find the labor time go to Service Information (SI) and enter the VIN, click labor time guide (LTG), click general information, click PDI Add and find the RPO code that applies....
Re: WPC returns for 08/25/10 - 08/25/2010
... U.S. Buick, Cadillac, Chevrolet, GMC, Pontiac, Saab, HUMMER, and M.D. Truck Dealers Attention: Service Manager, Parts Manager, Warranty Administrator Subject: Warranty Part Return Request - System Error You may have noticed that you have received...
HVAC ODOR - 06/30/2010
... it was 3 days later, and I closed the repair order with no time to the tech and good notes. The service advisor who wrote it up could not understand why I couldn't flag the tech for anything. I told her there was no manufacturer's defect. Was I wrong?...
Re: HVAC ODOR - 07/18/2010
... the repair needed to properly address 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: WIRING REPAIR LABOR OP/REQUIREMENT CHANGE - 09/20/2010
... is fun..any help out there???? [/quote] Have the tech start in SI, then use the VIN. Next go to service manual, power & signal distribution, wiring systems & power management, schematic & routing diagrams, and then choose the correct section (this one...
Re: Would you try to put a claim in for this? - 09/17/2010
[quote] CONNIEV: 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 [/quote] The parts were aftermarket, but the...
Re: 2 JOB CARDS WITH SAME LABOR OP - 12/07/2010
... 2 DAY'S WITH A JL WARRANTY TRAINER. I HAVE BEEN IN PART'S FOR 11 YEARS SO THEY BROUGHT ME OVER TO SERVICE. I REALLY LIKE THE JOB, BUT SOMEDAY'S I REALLY COULD USE SOME ADVICE. THANKS FOR ANY HELP. [/quote] When the system sees the same opcode on two...
Re: Global Warranty Management - 01/15/2010
I'm in the middle of the courses and use vwgwm.a7w - Global Warranty System Foundation Training for Service Managers and Warranty Administrators. Contains all thirteen modules. "Catalogue", "Catalogue Search", put in course number. Brian
Re: Global Warranty Management - 01/05/2010
Who is your vendor? We summited everything we could before going on, made things a lot easier. Our Service Manger went to a meeting about a week to week and half before we launched and a lot of things were explained to him. Anything that had already...
Re: GWM Authorization translation - 02/01/2010
... the GWM Module in Training. A- Beyond Warranty Limits B- Restricted Warranty C- Restricted to Service Agent D- Exceeds SA Profile E- OLH Exceeds Ceiling F- Excessive Part Amount G- General Service Agent H- Net Ceiling Exceeded J- Waive Deductible K-...
Re: GWM Authorization translation - 02/02/2010
... card explaining the GM Global Authorization Structure. I suppose I just need to check our Service Agent profile to see which of these we are allowed to use. Also, I recommend watching the J&L Warranty Global training video. It reviews the basics,...
Re: Does anyone know if any California or Las Vegas training dates are coming around for Global Warranty - 02/17/2010
... also pass your interest in a workshop in your area on to our trainer): http://www.jlwarranty.com/Services/Workshops/GM%20Workshops/GMworkshop.htm Thanks for your interest - Kristen jlwarranty...
Global Training Video Now Available - 01/19/2010
... them. It's imperative you are aware of the significant changes that will dramatically affect your service department operations and ultimately your profitability. Watch it here: Global Warranty Management Changes Please post any comments you may have...
Re: GW QUESTION cause/complaint codes - 02/03/2010
... You had to send an email with an opt-out form by December 17,2009 to get out of providing this service. (very sneaky if you ask me, we didn't see it either). Your dealership is expected to accept a fixed reimbursement amount of $20 if using regular...
Re: Silverado trailer wiring harness - 09/24/2009
... should never be charged to warranty. If you have any questions, please consult with your District Service Manager." My question is: when would this installation be the responsibility of the dealership?...
Re: Transportation Damage claims - 11/19/2009
... IV): Transportation Damage a. Carrier Code The code of the carrier delivering the vehicle to the Service Agent. b. Delivery Receipt Date The date the vehicle is delivered to the Service Agent. c. Delivery Receipt Number The number printed on the Delivery...
Re: Question? Is an Avalanche considered at Crew Cab or Utility - 11/20/2009
Based on the LTG in SI the Avalanche is a Sport Utility Vehicle. See also the VIN System within SI > Service Manual: Vehicle Identification Number (VIN) System Position VIN position 7 defines the body type; for model years 2007-2009 a 2 in that position...
Re: Question? Can you claim towing on a parts warranty repair? 12/12 - 11/27/2009
... also apply to >covered repairs under the GM Parts and Accessories >Warranties when installed by Service Agent." However, Claim Type C repairs are not eligible for towing. The max amt. depends on your area, but would be the same amount as you can get...
Re: FRT WHL DRV INT SHAFT -- LABOR OP ?? - 10/06/2009
Based on component review in SI - service manual & labor time guide it appears as the closest to operation F1475 (front wheel drive shaft) is most appropriate. This particular operation is powertrain covered. Rhonda: thanks for sending additional information...
Re: Global Warranty Management - 10/26/2009
... We took the classes when first heard about the new system. Just waiting for it to be active. Your service manager may know when you are going on or we also found out from Reynold's and Reynold's when we were going on the system....
GM MOE Test Question - 04/30/2009
Anyone know the answer or care to take a guess? I found this confusing. When you encounter a/an ___________ in the GM Service Manual, you will be asked to take a necessary action or NOT to take a prohibited action. O CAUTION O IMPORTANT O NOTICE O...
WILL WE SURVIVE???? - 04/27/2009
... ARE STILL HANGING IN THERE. WE HAVE SEEN A DRASTIC DROP IN BUSINESS IN THE SALES DEPARTMENT, BUT SERVICE IS HANGING IN THERE. I WISH EVERYONE LUCK AND HOPE THAT WE CAN ALL HANG IN THERE....
Re: BRAKES AND ROTORS - 05/08/2009
... Lathe, measuring for Lateral Run Out (LRO) is no longer a required step when performing base brake service. Due to this change, you are no longer required to enter the LRO measurement on the repair order or in the warranty system failure code section."...
Re: Recall Policies & Procedures question - 05/20/2009
I can't believe your service manager is even contemplating such a thing. The best I can see to do is use the recalls themselves. For instance, recall 02049 says: Dealers are to inspect the condition of the lower pinion bearing and replace the lower pinion...
Re: OLD RECALL #07217 - 06/19/2009
... customer satisfaction. Dealers are to ensure that these customers understand that shuttle service or some other form of courtesy transportation is available and will be provided at no charge." Additionally, the recall states to "submit courtesy transportation...
Re: Luxury Certified Pre-owned Limited Warranty, Cad SRX - 03/27/2009
... and Saturn CPO) and the CPO Guide (Cadillac, Hummer and Saab) are good reference tools for the service department. This info worked. I downloaded the PDF and found what we were after. Thanks for the help all!...
Re: Updated Brake Warranty Procedures - 03/27/2009
... be written/documented on the repair order, or for your convenience, complete the form (GM Brake Service Repair Order Documentation for Required Measurements) found on the last page of this bulletin and attach it to the repair order. If the Warranty Parts...
Re: TRANS REPLACEMENT - 04/14/2009
... on the PCC page it is 36months/100k miles part and labor coverage. You can get there under service workbench *gm powertrain information center. [/quote] Does this include reprogramming the tcc or pcm if the trans is still under the 36/100K warran...
... the repair needed to properly address 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: WIRING REPAIR LABOR OP/REQUIREMENT CHANGE - 09/20/2010
... is fun..any help out there???? [/quote] Have the tech start in SI, then use the VIN. Next go to service manual, power & signal distribution, wiring systems & power management, schematic & routing diagrams, and then choose the correct section (this one...
Re: Would you try to put a claim in for this? - 09/17/2010
[quote] CONNIEV: 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 [/quote] The parts were aftermarket, but the...
Re: 2 JOB CARDS WITH SAME LABOR OP - 12/07/2010
... 2 DAY'S WITH A JL WARRANTY TRAINER. I HAVE BEEN IN PART'S FOR 11 YEARS SO THEY BROUGHT ME OVER TO SERVICE. I REALLY LIKE THE JOB, BUT SOMEDAY'S I REALLY COULD USE SOME ADVICE. THANKS FOR ANY HELP. [/quote] When the system sees the same opcode on two...
Re: Global Warranty Management - 01/15/2010
I'm in the middle of the courses and use vwgwm.a7w - Global Warranty System Foundation Training for Service Managers and Warranty Administrators. Contains all thirteen modules. "Catalogue", "Catalogue Search", put in course number. Brian
Re: Global Warranty Management - 01/05/2010
Who is your vendor? We summited everything we could before going on, made things a lot easier. Our Service Manger went to a meeting about a week to week and half before we launched and a lot of things were explained to him. Anything that had already...
Re: GWM Authorization translation - 02/01/2010
... the GWM Module in Training. A- Beyond Warranty Limits B- Restricted Warranty C- Restricted to Service Agent D- Exceeds SA Profile E- OLH Exceeds Ceiling F- Excessive Part Amount G- General Service Agent H- Net Ceiling Exceeded J- Waive Deductible K-...
Re: GWM Authorization translation - 02/02/2010
... card explaining the GM Global Authorization Structure. I suppose I just need to check our Service Agent profile to see which of these we are allowed to use. Also, I recommend watching the J&L Warranty Global training video. It reviews the basics,...
Re: Does anyone know if any California or Las Vegas training dates are coming around for Global Warranty - 02/17/2010
... also pass your interest in a workshop in your area on to our trainer): http://www.jlwarranty.com/Services/Workshops/GM%20Workshops/GMworkshop.htm Thanks for your interest - Kristen jlwarranty...
Global Training Video Now Available - 01/19/2010
... them. It's imperative you are aware of the significant changes that will dramatically affect your service department operations and ultimately your profitability. Watch it here: Global Warranty Management Changes Please post any comments you may have...
Re: GW QUESTION cause/complaint codes - 02/03/2010
... You had to send an email with an opt-out form by December 17,2009 to get out of providing this service. (very sneaky if you ask me, we didn't see it either). Your dealership is expected to accept a fixed reimbursement amount of $20 if using regular...
Re: Silverado trailer wiring harness - 09/24/2009
... should never be charged to warranty. If you have any questions, please consult with your District Service Manager." My question is: when would this installation be the responsibility of the dealership?...
Re: Transportation Damage claims - 11/19/2009
... IV): Transportation Damage a. Carrier Code The code of the carrier delivering the vehicle to the Service Agent. b. Delivery Receipt Date The date the vehicle is delivered to the Service Agent. c. Delivery Receipt Number The number printed on the Delivery...
Re: Question? Is an Avalanche considered at Crew Cab or Utility - 11/20/2009
Based on the LTG in SI the Avalanche is a Sport Utility Vehicle. See also the VIN System within SI > Service Manual: Vehicle Identification Number (VIN) System Position VIN position 7 defines the body type; for model years 2007-2009 a 2 in that position...
Re: Question? Can you claim towing on a parts warranty repair? 12/12 - 11/27/2009
... also apply to >covered repairs under the GM Parts and Accessories >Warranties when installed by Service Agent." However, Claim Type C repairs are not eligible for towing. The max amt. depends on your area, but would be the same amount as you can get...
Re: FRT WHL DRV INT SHAFT -- LABOR OP ?? - 10/06/2009
Based on component review in SI - service manual & labor time guide it appears as the closest to operation F1475 (front wheel drive shaft) is most appropriate. This particular operation is powertrain covered. Rhonda: thanks for sending additional information...
Re: Global Warranty Management - 10/26/2009
... We took the classes when first heard about the new system. Just waiting for it to be active. Your service manager may know when you are going on or we also found out from Reynold's and Reynold's when we were going on the system....
GM MOE Test Question - 04/30/2009
Anyone know the answer or care to take a guess? I found this confusing. When you encounter a/an ___________ in the GM Service Manual, you will be asked to take a necessary action or NOT to take a prohibited action. O CAUTION O IMPORTANT O NOTICE O...
WILL WE SURVIVE???? - 04/27/2009
... ARE STILL HANGING IN THERE. WE HAVE SEEN A DRASTIC DROP IN BUSINESS IN THE SALES DEPARTMENT, BUT SERVICE IS HANGING IN THERE. I WISH EVERYONE LUCK AND HOPE THAT WE CAN ALL HANG IN THERE....
Re: BRAKES AND ROTORS - 05/08/2009
... Lathe, measuring for Lateral Run Out (LRO) is no longer a required step when performing base brake service. Due to this change, you are no longer required to enter the LRO measurement on the repair order or in the warranty system failure code section."...
Re: Recall Policies & Procedures question - 05/20/2009
I can't believe your service manager is even contemplating such a thing. The best I can see to do is use the recalls themselves. For instance, recall 02049 says: Dealers are to inspect the condition of the lower pinion bearing and replace the lower pinion...
Re: OLD RECALL #07217 - 06/19/2009
... customer satisfaction. Dealers are to ensure that these customers understand that shuttle service or some other form of courtesy transportation is available and will be provided at no charge." Additionally, the recall states to "submit courtesy transportation...
Re: Luxury Certified Pre-owned Limited Warranty, Cad SRX - 03/27/2009
... and Saturn CPO) and the CPO Guide (Cadillac, Hummer and Saab) are good reference tools for the service department. This info worked. I downloaded the PDF and found what we were after. Thanks for the help all!...
Re: Updated Brake Warranty Procedures - 03/27/2009
... be written/documented on the repair order, or for your convenience, complete the form (GM Brake Service Repair Order Documentation for Required Measurements) found on the last page of this bulletin and attach it to the repair order. If the Warranty Parts...
Re: TRANS REPLACEMENT - 04/14/2009
... on the PCC page it is 36months/100k miles part and labor coverage. You can get there under service workbench *gm powertrain information center. [/quote] Does this include reprogramming the tcc or pcm if the trans is still under the 36/100K warran...
Re: Cylinder head gasket replacement - 03/12/2009
... I was going through my rejects & have a 2006 G6 that we did the exact same repair. My service mgr came up with a time for J0507 of 7.0 for both sides. (mine rejected for excess parts) ...
Re: Rotor resurfacing - 02/27/2009
... resurfacing when submitting? Thanks! [/quote] Make sure your technician fills out the GM Brake Service Repair Order Documentation so you have brake measurements. Also, you NEED the LRO (lateral runout) measurments for ALL brake claims (except burnish)....
Rear Object Sensor question - 02/25/2009
2007 Avalanche came in w/service park assist light on. Sensor 3 (right middle)code stored in history. Ordered part, painted & installed; drove & light came back on. Sensor 1 (left corner) code stored this time, same thing. Light came back on AGAIN,...
Re: AUTH B - 08/11/2008
... high anyway, I won't ever get it to improve unless I can change Management's mind on how to run a service dept.! (sigh.......) Brian...
Re: AUTHORIZATIONS - 07/31/2008
[quote] Nicole: I AM HAVING TROUBLE WITH MY SERVICE ADVISORS. I CAN NOT MAKE THEM UNDERSTAND WHY IT IS SO IMPORTANT TO HAVE ALL THE AUTHORIZATIONS, GMVIS, ADD LINES, ETC. DONE BEFORE THE RO'S GET TO ME. I HAVE GIVEN THEM "CHEAT SHEETS" THAT EXPLAIN...
Re: GLOBAL WARRANTY - 08/21/2008
... anyone else at the dealership that is as knowledgable as you in processing warranty claims, our service can be a good alternative. This way you don't have to worry while you're away and when you come back, you won't have a pile of claims to deal with....
Re: Repeat Repairs - 08/26/2008
... miles. Claims that are identified as repeat/related within this time frame will require review by service management and authorization code B. Subsequent warranty repairs made outside of the repeat/related repair time limits, but within warranty should...
Re: HOURS - 09/03/2008
M~F Service 7:30 am - 5:30 pm advisors, Techs are 8 am - 5 pm. Parts 7:30 am - 5:30 pm. Sat 8 am - Noon for all.
Re: Taking a Poll - 08/27/2008
... has the best information so far 5. 5-10 a day - we are not a big dealership 6. Our stubborn service dept that will not listen! 7. Working with our service writer - he's good with the warranty issues 8. ASI 9. Wisconsin 10. Full time (office and...
Re: Taking a Poll - 06/10/2008
... INFORMATION 7. SUBMITTING THE WARRANTY CLAIMS 8. ADP 9. LOUISIANA 10. FULL TIME 11. FEMALE 12. SERVICE SECRETARY, CASHIER FOR SERVICE, BODY SHOP, AND PARTS, RENTAL CLERK 13. NO, BUT WOULD LOVE TO 14. I AM PAID HOURLY...
Re: Taking a Poll - 06/18/2008
1. Since 2004 2. only GM 3. J&L in dealership, also went to workshop, service mgr had also previously done warranty and helped. 4. J&L newsletters and forum, keep up with GM Messenger 5. 10-20 6. Keeping every on track with the changes to Warranty 7....
Re: Just When You Think You Know Someone - 06/23/2008
... & pressed charges! Why do 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: Tire Warranty - 06/12/2008
... section: Policy claims beyond the new vehicle warranty should also be "H" routed to your Area Service Manager for approval along with the reason for the request in the comments section. Dealers should not add any dealer authorization to the claim. This...
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...
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: Cracked pads - 05/20/2008
... It is NOT up to the warranty administrator to re-write the story to accomplish this. That is the service advisor and technician's responsiblility. The SA should write something such as: Customer states hears grind/squeal noise when applying brakes....
Re: CUSTOMERS SIGNATURES - 01/20/2009
... abandoned vehicle paperwork or mechanics lein. Needless to say, our owners are happy. Here our service writers have the horrid habit of waiting until the vehicle is picked up to get those signatures, putting the dealership at risk. Ideally, the...
A Reported Abduction - 01/23/2009
... the trunk of a car. The police pulled them over because of the reported abduction. Well, the two servicemen explained the situation to the cop and he had a good laugh. The moral of the story is... be careful of what or who you put in your trunk - this...
Re: Replaced starter - 02/25/2009
We went through a rough patch with this same issue a while back. The easiest way I could find 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...
Re: Warranty Admin. job description - 12/22/2008
I guess I'm fortunate as my Service Manger (immediate supervisor) was the one who was responsible for the warranty before I was hired. He got so far behind (you would all have fainted if you saw the schedule when I started) that he realized he couldn't...
Ring My Bell - 10/09/2008
... checked on the noise complaint. Indeed, the customer had stormed in complaining about our lousy service and a tech was riding with him at that very moment. The CA caller wanted to give the customer a maintenance letter for having to return for...
09 Silverado w/rear camera - 11/07/2008
... be a trans claim, but the trans company has no control over the wiring for the rear camera. The service manager says it should be a regular warranty claim. Without the camera working and functioning, we couldn't put it out on the lot to sell, but is...
Memorable Customers - 11/11/2008
... 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 work. He just loved coming in to see...
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: Warranty Compliance - 12/02/2008
[quote] Becky: I've been fighting with my techs about this for 3 years now. According to our avm and the regional service manager, there has to be a separate time punch for each warranty labor op. There has to be a separate time punch for olh. [/quote] In...
... I was going through my rejects & have a 2006 G6 that we did the exact same repair. My service mgr came up with a time for J0507 of 7.0 for both sides. (mine rejected for excess parts) ...
Re: Rotor resurfacing - 02/27/2009
... resurfacing when submitting? Thanks! [/quote] Make sure your technician fills out the GM Brake Service Repair Order Documentation so you have brake measurements. Also, you NEED the LRO (lateral runout) measurments for ALL brake claims (except burnish)....
Rear Object Sensor question - 02/25/2009
2007 Avalanche came in w/service park assist light on. Sensor 3 (right middle)code stored in history. Ordered part, painted & installed; drove & light came back on. Sensor 1 (left corner) code stored this time, same thing. Light came back on AGAIN,...
Re: AUTH B - 08/11/2008
... high anyway, I won't ever get it to improve unless I can change Management's mind on how to run a service dept.! (sigh.......) Brian...
Re: AUTHORIZATIONS - 07/31/2008
[quote] Nicole: I AM HAVING TROUBLE WITH MY SERVICE ADVISORS. I CAN NOT MAKE THEM UNDERSTAND WHY IT IS SO IMPORTANT TO HAVE ALL THE AUTHORIZATIONS, GMVIS, ADD LINES, ETC. DONE BEFORE THE RO'S GET TO ME. I HAVE GIVEN THEM "CHEAT SHEETS" THAT EXPLAIN...
Re: GLOBAL WARRANTY - 08/21/2008
... anyone else at the dealership that is as knowledgable as you in processing warranty claims, our service can be a good alternative. This way you don't have to worry while you're away and when you come back, you won't have a pile of claims to deal with....
Re: Repeat Repairs - 08/26/2008
... miles. Claims that are identified as repeat/related within this time frame will require review by service management and authorization code B. Subsequent warranty repairs made outside of the repeat/related repair time limits, but within warranty should...
Re: HOURS - 09/03/2008
M~F Service 7:30 am - 5:30 pm advisors, Techs are 8 am - 5 pm. Parts 7:30 am - 5:30 pm. Sat 8 am - Noon for all.
Re: Taking a Poll - 08/27/2008
... has the best information so far 5. 5-10 a day - we are not a big dealership 6. Our stubborn service dept that will not listen! 7. Working with our service writer - he's good with the warranty issues 8. ASI 9. Wisconsin 10. Full time (office and...
Re: Taking a Poll - 06/10/2008
... INFORMATION 7. SUBMITTING THE WARRANTY CLAIMS 8. ADP 9. LOUISIANA 10. FULL TIME 11. FEMALE 12. SERVICE SECRETARY, CASHIER FOR SERVICE, BODY SHOP, AND PARTS, RENTAL CLERK 13. NO, BUT WOULD LOVE TO 14. I AM PAID HOURLY...
Re: Taking a Poll - 06/18/2008
1. Since 2004 2. only GM 3. J&L in dealership, also went to workshop, service mgr had also previously done warranty and helped. 4. J&L newsletters and forum, keep up with GM Messenger 5. 10-20 6. Keeping every on track with the changes to Warranty 7....
Re: Just When You Think You Know Someone - 06/23/2008
... & pressed charges! Why do 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: Tire Warranty - 06/12/2008
... section: Policy claims beyond the new vehicle warranty should also be "H" routed to your Area Service Manager for approval along with the reason for the request in the comments section. Dealers should not add any dealer authorization to the claim. This...
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...
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: Cracked pads - 05/20/2008
... It is NOT up to the warranty administrator to re-write the story to accomplish this. That is the service advisor and technician's responsiblility. The SA should write something such as: Customer states hears grind/squeal noise when applying brakes....
Re: CUSTOMERS SIGNATURES - 01/20/2009
... abandoned vehicle paperwork or mechanics lein. Needless to say, our owners are happy. Here our service writers have the horrid habit of waiting until the vehicle is picked up to get those signatures, putting the dealership at risk. Ideally, the...
A Reported Abduction - 01/23/2009
... the trunk of a car. The police pulled them over because of the reported abduction. Well, the two servicemen explained the situation to the cop and he had a good laugh. The moral of the story is... be careful of what or who you put in your trunk - this...
Re: Replaced starter - 02/25/2009
We went through a rough patch with this same issue a while back. The easiest way I could find 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...
Re: Warranty Admin. job description - 12/22/2008
I guess I'm fortunate as my Service Manger (immediate supervisor) was the one who was responsible for the warranty before I was hired. He got so far behind (you would all have fainted if you saw the schedule when I started) that he realized he couldn't...
Ring My Bell - 10/09/2008
... checked on the noise complaint. Indeed, the customer had stormed in complaining about our lousy service and a tech was riding with him at that very moment. The CA caller wanted to give the customer a maintenance letter for having to return for...
09 Silverado w/rear camera - 11/07/2008
... be a trans claim, but the trans company has no control over the wiring for the rear camera. The service manager says it should be a regular warranty claim. Without the camera working and functioning, we couldn't put it out on the lot to sell, but is...
Memorable Customers - 11/11/2008
... 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 work. He just loved coming in to see...
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: Warranty Compliance - 12/02/2008
[quote] Becky: I've been fighting with my techs about this for 3 years now. According to our avm and the regional service manager, there has to be a separate time punch for each warranty labor op. There has to be a separate time punch for olh. [/quote] In...
Special Coverage Repairs - 09/24/2019
... 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 coverage bulletin. The letter also states that diagnosis or repair...
Straight Time - 02/24/2023
... and Correction will help support the total amount of Straight Time and/or other labor claimed. Service management reviews technician documentation and time involved and is responsible for the reasonableness of the amount submitted on the transaction. They...
Transportation Transactions: Inspections - 03/21/2022
... inoperative use a Letter of Notification as a replacement. A copy of the LON may be found in the Service Policies and Procedures Manual -Transportation, Vehicle Storage, and PDI Policy within article 1.1. The most important part of a successful transportation...
Forum - 09/19/2007
... watch on the usage of enhanced goodwill. There are specific tools that the empowered dealership service manager may utilize to resolve a customer concern in a timely manner, including maintenance letter, component coverage letter, GMPP, and dealership...
Electronic Exchange - 12/22/2023
... Electronic Exchange Center. The exchange center will send the requested component to the service agent for the technician to replace. Once the exchange is made - old component out; new component in - the old component, referred to as the core, is returned...
Confirm Powertrain Coverage - 07/21/2023
... efficient and effective means of confirming powertrain coverage is an advantage to everyone in the service department regardless of how long they've been in the business. Remember that confirmation of powertrain coverage must take place before the repair...
Forum - 09/19/2007
The sublet dollar amount goes in net. The administrative allowance goes in regular hours. You may use the service manager as the technician
Forum - 09/19/2007
... Hours for the labor code operation submitted for the repair of the leak. Please reference the GM service information for the proper analyze procedures for the system being tested. The above information is from the LTG in SI on DealerWorld... LTG preface>foreword>introduction>...
Pyramid Repairs - 12/14/2007
... must be aware that if they need to make a second repair to a single concern, they must obtain service management authorization before they start the repair....
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...
GMPP deduct override - 11/30/2007
The service manager CAN override a GMPP deductible. 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...
HYBRID WARRANTY - 02/06/2008
... for 8 years or 100,000 miles (160 000 kilometres), whichever comes first, from the original in-service date of the vehicle, against warrantable repairs to the specific Hybrid components of the vehicle. For vehicles sold in Canada, in addition to the...
Lost Dog - 02/18/2008
... thinks it's time to go for a ride, so he climbs into the trunk. Meanwhile the husband, having a service appointment, goes to his vehicle, closes the trunk lid and drives to our dealership and drops off his vehicle. Upon returning home, we received a...
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 DEDUCTIBLE OVERRIDE - 02/11/2008
... on this problem. My manager is also somewhat new to the warranty submission side of automotive service and so I thought this would be a good question to ask on this forum. I had a steering shaft replacement on an '03 Silverado. The customer had a...
PARTS SCRAP LIST - 03/03/2016
... and pull parts everyday that are ready to be scraped. We use the reymolds and reynolds system. My service manager and i went to a GM class and they spoke about this scrap list,but we have not been able to utilize this at all. Does anyone know how to...
Re: Diagnostic time with no repair - 02/29/2016
... 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 submission is not allowed." Kristen / jlwarranty...
What Would You Do - 03/16 - 03/01/2016
Two different, but similar scenarios encountered by a service manager this week, involving two different Chevrolet Silverado trucks. Truck number one: a 2016 model year truck purchased at the neighboring Chevrolet dealership with a slight paint defect...
Re: What Would You Do - 12/15 - 02/01/2016
Thanks for the great responses! You all are absolutely correct - it is very important to review IVH - Service Consultant Dashboard at time of write up. This claim was handled internally by the dealership. Kristen / jlwarranty
What Would You Do - 01/16 - 01/11/2016
The owner of a 2015 Chevrolet Silverado visited their local service department in October to have a fuel leak diagnosed and repaired. The technician found that the right side, high-pressure line from the pump to the fuel rail was leaking. The air inlet...
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...
Re: chevrolet pre-paid maintenance plan - 10/06/2015
... the Chevrolet models & their corresponding reimbursements are listed. *From GlobalConnect select Service from the Departments drop down. Select Dealership Policies, Procedures, and Manuals from the Quick Links area. Scroll through the available options...
Re: CPO Maintenance Plan - 09/25/2015
... pay $50.00 for vehicles with this oil. Is there any way to collect the proper amount for a CPO service? We tried running it as 0600223 Synthetic and it didn't go. Thanks, Nina...
Proposing a "Warranty 101" series - 08/15/2016
... any one particular recall; it would serve as a generic "how to" handle your 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...
Re: Proper Clock Time by technicians - 07/18/2016
... note below) >Individual and specific time punches are required for add-on lines & OLH. From the Service Policies & Procedures Manual Article 3.2.9 : All standard warranty and policy repair time must be documented on the technician's time ticket...
... 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 coverage bulletin. The letter also states that diagnosis or repair...
Straight Time - 02/24/2023
... and Correction will help support the total amount of Straight Time and/or other labor claimed. Service management reviews technician documentation and time involved and is responsible for the reasonableness of the amount submitted on the transaction. They...
Transportation Transactions: Inspections - 03/21/2022
... inoperative use a Letter of Notification as a replacement. A copy of the LON may be found in the Service Policies and Procedures Manual -Transportation, Vehicle Storage, and PDI Policy within article 1.1. The most important part of a successful transportation...
Forum - 09/19/2007
... watch on the usage of enhanced goodwill. There are specific tools that the empowered dealership service manager may utilize to resolve a customer concern in a timely manner, including maintenance letter, component coverage letter, GMPP, and dealership...
Electronic Exchange - 12/22/2023
... Electronic Exchange Center. The exchange center will send the requested component to the service agent for the technician to replace. Once the exchange is made - old component out; new component in - the old component, referred to as the core, is returned...
Confirm Powertrain Coverage - 07/21/2023
... efficient and effective means of confirming powertrain coverage is an advantage to everyone in the service department regardless of how long they've been in the business. Remember that confirmation of powertrain coverage must take place before the repair...
Forum - 09/19/2007
The sublet dollar amount goes in net. The administrative allowance goes in regular hours. You may use the service manager as the technician
Forum - 09/19/2007
... Hours for the labor code operation submitted for the repair of the leak. Please reference the GM service information for the proper analyze procedures for the system being tested. The above information is from the LTG in SI on DealerWorld... LTG preface>foreword>introduction>...
Pyramid Repairs - 12/14/2007
... must be aware that if they need to make a second repair to a single concern, they must obtain service management authorization before they start the repair....
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...
GMPP deduct override - 11/30/2007
The service manager CAN override a GMPP deductible. 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...
HYBRID WARRANTY - 02/06/2008
... for 8 years or 100,000 miles (160 000 kilometres), whichever comes first, from the original in-service date of the vehicle, against warrantable repairs to the specific Hybrid components of the vehicle. For vehicles sold in Canada, in addition to the...
Lost Dog - 02/18/2008
... thinks it's time to go for a ride, so he climbs into the trunk. Meanwhile the husband, having a service appointment, goes to his vehicle, closes the trunk lid and drives to our dealership and drops off his vehicle. Upon returning home, we received a...
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 DEDUCTIBLE OVERRIDE - 02/11/2008
... on this problem. My manager is also somewhat new to the warranty submission side of automotive service and so I thought this would be a good question to ask on this forum. I had a steering shaft replacement on an '03 Silverado. The customer had a...
PARTS SCRAP LIST - 03/03/2016
... and pull parts everyday that are ready to be scraped. We use the reymolds and reynolds system. My service manager and i went to a GM class and they spoke about this scrap list,but we have not been able to utilize this at all. Does anyone know how to...
Re: Diagnostic time with no repair - 02/29/2016
... 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 submission is not allowed." Kristen / jlwarranty...
What Would You Do - 03/16 - 03/01/2016
Two different, but similar scenarios encountered by a service manager this week, involving two different Chevrolet Silverado trucks. Truck number one: a 2016 model year truck purchased at the neighboring Chevrolet dealership with a slight paint defect...
Re: What Would You Do - 12/15 - 02/01/2016
Thanks for the great responses! You all are absolutely correct - it is very important to review IVH - Service Consultant Dashboard at time of write up. This claim was handled internally by the dealership. Kristen / jlwarranty
What Would You Do - 01/16 - 01/11/2016
The owner of a 2015 Chevrolet Silverado visited their local service department in October to have a fuel leak diagnosed and repaired. The technician found that the right side, high-pressure line from the pump to the fuel rail was leaking. The air inlet...
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...
Re: chevrolet pre-paid maintenance plan - 10/06/2015
... the Chevrolet models & their corresponding reimbursements are listed. *From GlobalConnect select Service from the Departments drop down. Select Dealership Policies, Procedures, and Manuals from the Quick Links area. Scroll through the available options...
Re: CPO Maintenance Plan - 09/25/2015
... pay $50.00 for vehicles with this oil. Is there any way to collect the proper amount for a CPO service? We tried running it as 0600223 Synthetic and it didn't go. Thanks, Nina...
Proposing a "Warranty 101" series - 08/15/2016
... any one particular recall; it would serve as a generic "how to" handle your 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...
Re: Proper Clock Time by technicians - 07/18/2016
... note below) >Individual and specific time punches are required for add-on lines & OLH. From the Service Policies & Procedures Manual Article 3.2.9 : All standard warranty and policy repair time must be documented on the technician's time ticket...
What Would You Do - 09/16 - 08/24/2016
... dealership for an illuminated check engine soon light and the completion of two open recalls. The service advisor reviewed the Consultant Dashboard and noted the open recalls, as well as that the vehicle was out of the bumper-to-bumper limited warranty...
Technician Clock times - 07/29/2016
... at clock and the time is up for amount given for repair, punches off time card and explains to service manager why its taking longer. then punches on and off again to complete repair. Is this the correct procedure? Is this what's done at other dealerships?...
Re: Freight - 05/10/2016
Found my answer with a little more digging: from P&P 2.15: GM Part(s) obtained from another local GM Service Agent: When claiming expenses incurred for obtaining a part locally, courtesy transportation expenses are limited to one day of rental coverage. GM...
Re: What Would You Do - 03/16 - 04/29/2016
Great response JANNIE19 & RCAMPBELL! After multiple inspections by the service manager, the front bumper fascia paint defect was handled as a warranty repair and the sunglass compartment (overhead console) was handled as customer enthusiasm. Kriste...
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: GM show car event claims - 05/26/2016
acartagena: Thank you for posting this unique inquiry! I reviewed the Service P & P and the Transportation, Vehicle Storage, and PDI P & P Manual without finding any written policy pertaining to this. Please follow up when you receive feedback from...
Re: GM show car event claims - 05/26/2016
... sending us a check to compensate. This is they way we were told to handle it. However, if your service department is asked to perform the same task, make sure you speak with the GM representative that is assigning the task to you. There is no written...
GM show car event claims - 05/24/2016
Hello, Recently GM has used our dealership to PDI vehicles and transport them to a car show event near by. My service manager believes we should be compensated for fuel and time to transport these vehicles. Has anyone every gone through this? And what...
Re: HOW DO I CODE THIS? - 08/21/2015
... GM guidelines for OLH require the technician get a pre-approval at time of repair from Service Manager for any OLH to hang additional parts. If it was not pre-approved and technician did the additional without any approval, GM will not pay the OLH. ...
Semi-repeat repair. - 08/11/2015
... system, they also checked the dye from last visit and found that the dye and oil are leaking. our service manager contacted his general manager at GM and they told him it looks like a repeat repair and he would have to debit the first one in June back...
Re: new global connect - 09/03/2015
... GlobalConnect has changed, as indicated within dmarfin's post. Important recall, stop delivery & service update information is posted on the GlobalConnect homepage within the Alerts section. ...
Re: GOODWILL CLAIM - 09/03/2015
KRISTEN WHERE AND HOW WOULD I SUBMIT THE DEDUCTIBLE SINCE IT IS A DEDUCTIBLE FOR AN AFTERMARKET SERVICE CONTRACT? THANKS
Re: Anyone have experience with processing 15067 for replacement tires? - 07/29/2015
... return the completed form with the tire(s) adjusted under the recall to the Goodyear Product Service Center. Additionally a ZFAT transaction must be submitted in GWM to close the recall. Labor operation 9101302 Tire Inspection and/or Replacement Co...
Re: Closest Available Labor Operation - 07/13/2015
... without it being the closest to, but with it being the actual labor code. I have seen technical service bulletins with replace labor codes when all the tsb calls for is a resecuring of a part. My most common use of "closest to" labor codes occurs when...
Re: Question regarding technician documentation - 07/22/2015
Policy & Procedure Article 3.3.1 (Vehicle History File) states that the service agent must maintain a complete & accurate vehicle history file. The file may be in the form of a paper file that includes the shop copy of the job card or an electronic vehicle...
Re: Closest Available Labor Operation - 07/09/2015
cnkraemer - I understand your service manager's hesitation. While use of OLH for a closest to op isn't new, many dealers are not familiar with the policy. We, at jlwarranty, handle closest to operations with OLH routinely for our dealer customers....
Re: Closest Too Labor Op claims - 03/03/2015
Hello! The information regarding closest to labor operations & time submission is found in the Service P&P Article 4.1.1. Keep in mind that the transaction must be authorized for OLH and time documented. If the time submitted in OLH exceeds your empowerment,...
Re: Special Policy with a Blocked Title - 04/28/2015
I agree. I found some information about special policy and blocked title in the Service P&P manual 6.1 under the Special Coverage Adjustments' title Hope this helps
Forum - 02/06/2017
... topics include: Global Warranty Management Submission, IVH (Investigate Vehicle History), and Service Management Approvals and Authorizations, to name few. ...
Forum - 02/14/2017
... oil, transmission fluid, coolant, DEF fluid (diesel applications), Optikleen are added during PDI, Service Agent is entitled to only the corresponding amount for the material plus parts handling allowance. Labor is already included in the PDI time. ...
Forum - 12/15/2016
... how else we would do it. Like I said, you'll come up with a way that works for your service department. This works for us so I don't see making any changes to it. I think it's easier to fix things before the paperwork is closed...
Forum - 12/09/2016
... transactions that contain invalid battery test code, transactions showing that proper battery service procedures were not followed, and transactions containing an invalid or duplicate transmission flush code. As with the prior "round" of debits, if you...
Forum - 01/23/2017
Well I should report back on what I have learned and the response I received. First of all, my service manager took the request very well and appreciated that after 5 years of not receiving a raise and that being told that .50/hour was going...
Forum - 01/18/2017
... part for labor code 8467352. Error 028 : Car rental days 08 exceeds the maximum allowed for Service Agent. Error 076 : The Miscellaneous net item amount exceeds the allowance for labour code 8467352. Error 243 : Reject 068 cannot be authorized and must...
Forum - 09/30/2016
Thanks for the inquiry CarolRoyal...very good question! Did 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...
... dealership for an illuminated check engine soon light and the completion of two open recalls. The service advisor reviewed the Consultant Dashboard and noted the open recalls, as well as that the vehicle was out of the bumper-to-bumper limited warranty...
Technician Clock times - 07/29/2016
... at clock and the time is up for amount given for repair, punches off time card and explains to service manager why its taking longer. then punches on and off again to complete repair. Is this the correct procedure? Is this what's done at other dealerships?...
Re: Freight - 05/10/2016
Found my answer with a little more digging: from P&P 2.15: GM Part(s) obtained from another local GM Service Agent: When claiming expenses incurred for obtaining a part locally, courtesy transportation expenses are limited to one day of rental coverage. GM...
Re: What Would You Do - 03/16 - 04/29/2016
Great response JANNIE19 & RCAMPBELL! After multiple inspections by the service manager, the front bumper fascia paint defect was handled as a warranty repair and the sunglass compartment (overhead console) was handled as customer enthusiasm. Kriste...
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: GM show car event claims - 05/26/2016
acartagena: Thank you for posting this unique inquiry! I reviewed the Service P & P and the Transportation, Vehicle Storage, and PDI P & P Manual without finding any written policy pertaining to this. Please follow up when you receive feedback from...
Re: GM show car event claims - 05/26/2016
... sending us a check to compensate. This is they way we were told to handle it. However, if your service department is asked to perform the same task, make sure you speak with the GM representative that is assigning the task to you. There is no written...
GM show car event claims - 05/24/2016
Hello, Recently GM has used our dealership to PDI vehicles and transport them to a car show event near by. My service manager believes we should be compensated for fuel and time to transport these vehicles. Has anyone every gone through this? And what...
Re: HOW DO I CODE THIS? - 08/21/2015
... GM guidelines for OLH require the technician get a pre-approval at time of repair from Service Manager for any OLH to hang additional parts. If it was not pre-approved and technician did the additional without any approval, GM will not pay the OLH. ...
Semi-repeat repair. - 08/11/2015
... system, they also checked the dye from last visit and found that the dye and oil are leaking. our service manager contacted his general manager at GM and they told him it looks like a repeat repair and he would have to debit the first one in June back...
Re: new global connect - 09/03/2015
... GlobalConnect has changed, as indicated within dmarfin's post. Important recall, stop delivery & service update information is posted on the GlobalConnect homepage within the Alerts section. ...
Re: GOODWILL CLAIM - 09/03/2015
KRISTEN WHERE AND HOW WOULD I SUBMIT THE DEDUCTIBLE SINCE IT IS A DEDUCTIBLE FOR AN AFTERMARKET SERVICE CONTRACT? THANKS
Re: Anyone have experience with processing 15067 for replacement tires? - 07/29/2015
... return the completed form with the tire(s) adjusted under the recall to the Goodyear Product Service Center. Additionally a ZFAT transaction must be submitted in GWM to close the recall. Labor operation 9101302 Tire Inspection and/or Replacement Co...
Re: Closest Available Labor Operation - 07/13/2015
... without it being the closest to, but with it being the actual labor code. I have seen technical service bulletins with replace labor codes when all the tsb calls for is a resecuring of a part. My most common use of "closest to" labor codes occurs when...
Re: Question regarding technician documentation - 07/22/2015
Policy & Procedure Article 3.3.1 (Vehicle History File) states that the service agent must maintain a complete & accurate vehicle history file. The file may be in the form of a paper file that includes the shop copy of the job card or an electronic vehicle...
Re: Closest Available Labor Operation - 07/09/2015
cnkraemer - I understand your service manager's hesitation. While use of OLH for a closest to op isn't new, many dealers are not familiar with the policy. We, at jlwarranty, handle closest to operations with OLH routinely for our dealer customers....
Re: Closest Too Labor Op claims - 03/03/2015
Hello! The information regarding closest to labor operations & time submission is found in the Service P&P Article 4.1.1. Keep in mind that the transaction must be authorized for OLH and time documented. If the time submitted in OLH exceeds your empowerment,...
Re: Special Policy with a Blocked Title - 04/28/2015
I agree. I found some information about special policy and blocked title in the Service P&P manual 6.1 under the Special Coverage Adjustments' title Hope this helps
Forum - 02/06/2017
... topics include: Global Warranty Management Submission, IVH (Investigate Vehicle History), and Service Management Approvals and Authorizations, to name few. ...
Forum - 02/14/2017
... oil, transmission fluid, coolant, DEF fluid (diesel applications), Optikleen are added during PDI, Service Agent is entitled to only the corresponding amount for the material plus parts handling allowance. Labor is already included in the PDI time. ...
Forum - 12/15/2016
... how else we would do it. Like I said, you'll come up with a way that works for your service department. This works for us so I don't see making any changes to it. I think it's easier to fix things before the paperwork is closed...
Forum - 12/09/2016
... transactions that contain invalid battery test code, transactions showing that proper battery service procedures were not followed, and transactions containing an invalid or duplicate transmission flush code. As with the prior "round" of debits, if you...
Forum - 01/23/2017
Well I should report back on what I have learned and the response I received. First of all, my service manager took the request very well and appreciated that after 5 years of not receiving a raise and that being told that .50/hour was going...
Forum - 01/18/2017
... part for labor code 8467352. Error 028 : Car rental days 08 exceeds the maximum allowed for Service Agent. Error 076 : The Miscellaneous net item amount exceeds the allowance for labour code 8467352. Error 243 : Reject 068 cannot be authorized and must...
Forum - 09/30/2016
Thanks for the inquiry CarolRoyal...very good question! Did 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...
Forum - 10/06/2016
Thanks cnkraemer for the feedback! CarolRoyal: how did you proceed with this service regeneration transaction?
Forum - 10/24/2016
... transactions containing invalid battery GR8 test codes, transactions showing that proper battery service procedures were not followed, and transactions containing an invalid or duplicate TransFlow transmission flush code. The message referenced bulletins...
What Would You Do - 12/16 - 11/29/2016
... dealers are required to replace the high pressure fuel pump.The warranty administrator reviewed Service Policies & Procedures Article 6.1.11 which states: if a customer has incurred repair expense to have a condition corrected before a product field...
Forum - 05/10/2017
... healthcare premiums/deductibles and I was tired of working harder for less. Luckily my service manager understood my position and supported me in this. I also told the GM that the yeary rise in the labor rate would be my raise. ...
Forum - 05/30/2017
... and verified by management before it is added to the job card. If the repair is necessary, 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...
Forum - 04/20/2017
I have a follow up question that falls in the same line as this chain...I have an RO that the vehicle came in for a Service Side Detection Message was on. Our tech ultimately replaced both the left and right side modules. Neither module would...
Clarification on closest labor op please! - 07/14/2017
... labor op shouldn't be used. It says: "The labor code description is the same as the service information procedure description therefore it clearly identifies the repair steps that were performed for the specific component. Although “Replacement”...
Forum - 07/14/2017
... Practice to document the use of a closest to labor operation - as many of you currently are doing. Service management is not required to authorize transactions with closest to operations. ...
Forum - 06/05/2017
From the May 2017 edition of the Warranty News - Service Agent Self-Review Process Revision Fixed Observation Status (aka Observation Period F): 90 days•Dealers that move out of periods 1 or 2, transition into Fixed Observation status Each month,...
Forum - 06/06/2017
... the situation on the job card - repair previously performed at another dealership on 4/1/2017 with service management authorization. Supporting documentation may include a copy of the "View Vehicle Transaction History Detail" from IVH (or Consultant...
What Would You Do - 07/17 - 06/19/2017
... management OLH authorization is indicated at 10:00 am on 5/18/17 for extensive diagnosis. How should the dealership proceed with this rejected transaction? ...
Re: WARRANTY SUPPORT ON NON GM CAR LINES ?? - 09/28/2012
We do offer warranty claims administration for certain vehicle lines beyond GM. Our other products and services are limited to GM warranty. The jlwarranty community does provide an Other Manufacturer's forum for tips and advice from other dealers like...
Re: ADP Drive vs. Reynolds and Reynolds - 07/02/2013
... paid and what internal paid. It is all on one screen in a very logical, simple and orderly service process. I highly recommend R+R over ADP any day of the week and twice on Sunday. Your dealer Principle will have to hire three additional employees...
Curious...anyone recently debited for vague information in correction lines? - 07/03/2013
I have only been at my current dealer for almost a year and I am typically pretty detail oriented. We got a new service manager recently who wants to challenge me whenever I tell him I need more information from the technicans. I had a Job Card that...
Any new idea's - 04/19/2013
What creative accounting measures can be taken to balance out the labor losses on CPO Maint claims ? What are other Service Agents doing ? CPO pays $ 30 for Standard LOF , $ 35 for Dexos and $ 60 for Synth and Diesel. There is always a labor loss...
Other Labor Hours in ADP - 08/09/2013
We are using ADP for our DMS. I'm told that there is a 'module', or some such, that allows the Service Manager to put techs to work, to record their time as "OLH". No one here, knows for sure, if we even have that capability in our system, or not. Anyone...
SOMETHING'S MISSING ON 2013 SONIC PDI HELP CARD - 08/13/2013
DEAR J & L THE HELP CARDS FOR 2013 CAR (SONIC SPECIFICALLY) HAS MISSING INFORMATION THIS IS FROM GM SERVICE INFORMATION (8/8/2013) 0590032 PDI - Dealer Installed - Factory Invoiced Options Effective Date: Aug 1, 2013 LABOR CODE: 0590032 To Install...
Re: GMPP MAINTENANCE LOPS - 05/20/2013
I found them in Service Information, I just built a random vehicle and then searched for "smart care". M0017 is now 0610103 (LOF $35+) M0021 is 0610123 (rotate)
SOMETHING'S MISSING FROM HELP CARD FOR PDI'S - 07/23/2013
I just noticed that this is missing from the J&L WARRANTY'S help card for the 2014 Silverado PDI list: To Install Rear Wheelhouse Liners (S41) ADD TIME: 0.4 This is still listed in GM's Service Information for the PDI.
Re: GMPP ROADSIDE TOWING - 01/23/2013
THANKS FOR YOR REPLY CONNY,GLB STILL DOESNT LIKE M2020 Error 825 : Labor code M2020 is not covered by service contract or special coverage. Error 078 : Net Item Towing is not allowed for labour code M2020. Error 243 : Reject 078 cannot be authorized...
Re: ACCESSORY INSTALLS - 02/11/2015
... correct category of accessory ie 0510522 for exhaust tip installation. Type of claim is a ZSET for service event transaction. and INOP for transaction category and enter the repair completion date. Pressing enter will take you to the Parts info screen,...
Re: What Would You Do - 02/15 - 02/19/2015
... 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 what happened to the customer or car on the day the tow company arrived to pick...
2015 Option C Labor Rate Increase - 12/24/2014
... will receive a 2.5% labor rate increase. The new rate will be posted in GWM under the View Service Agent Profile link by selecting Labor Rates effective 1-1-2015. Your DSP software labor rate table must be updated prior to start of business on 1-...
Re: What Would You Do - 03/14 - 07/07/2014
... Fee Coverage labour operation, 0600108, and submitted with base labour of 1.0 hour. The Service Request number was entered in the Reference Field of the transaction and submitted for payment. The claim was accepted. Kristen/jlwarranty...
Re: Ignition Recall Towing - 07/16/2014
... YOU MUST CALL A SPECIAL NUMBER SPECIFICALLY FOR THIS: 1-855-381-5826 IF THEY USE ANOTHER TOWING SERVICE DBC TOLD ME THAT THEY WOULD NOT COVER A TOW. CUSTOMER ARE TOWED AT NO CHARGE PER GM MESSAGE G_0000187705 FROM 03/17/2014...
Thanks cnkraemer for the feedback! CarolRoyal: how did you proceed with this service regeneration transaction?
Forum - 10/24/2016
... transactions containing invalid battery GR8 test codes, transactions showing that proper battery service procedures were not followed, and transactions containing an invalid or duplicate TransFlow transmission flush code. The message referenced bulletins...
What Would You Do - 12/16 - 11/29/2016
... dealers are required to replace the high pressure fuel pump.The warranty administrator reviewed Service Policies & Procedures Article 6.1.11 which states: if a customer has incurred repair expense to have a condition corrected before a product field...
Forum - 05/10/2017
... healthcare premiums/deductibles and I was tired of working harder for less. Luckily my service manager understood my position and supported me in this. I also told the GM that the yeary rise in the labor rate would be my raise. ...
Forum - 05/30/2017
... and verified by management before it is added to the job card. If the repair is necessary, 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...
Forum - 04/20/2017
I have a follow up question that falls in the same line as this chain...I have an RO that the vehicle came in for a Service Side Detection Message was on. Our tech ultimately replaced both the left and right side modules. Neither module would...
Clarification on closest labor op please! - 07/14/2017
... labor op shouldn't be used. It says: "The labor code description is the same as the service information procedure description therefore it clearly identifies the repair steps that were performed for the specific component. Although “Replacement”...
Forum - 07/14/2017
... Practice to document the use of a closest to labor operation - as many of you currently are doing. Service management is not required to authorize transactions with closest to operations. ...
Forum - 06/05/2017
From the May 2017 edition of the Warranty News - Service Agent Self-Review Process Revision Fixed Observation Status (aka Observation Period F): 90 days•Dealers that move out of periods 1 or 2, transition into Fixed Observation status Each month,...
Forum - 06/06/2017
... the situation on the job card - repair previously performed at another dealership on 4/1/2017 with service management authorization. Supporting documentation may include a copy of the "View Vehicle Transaction History Detail" from IVH (or Consultant...
What Would You Do - 07/17 - 06/19/2017
... management OLH authorization is indicated at 10:00 am on 5/18/17 for extensive diagnosis. How should the dealership proceed with this rejected transaction? ...
Re: WARRANTY SUPPORT ON NON GM CAR LINES ?? - 09/28/2012
We do offer warranty claims administration for certain vehicle lines beyond GM. Our other products and services are limited to GM warranty. The jlwarranty community does provide an Other Manufacturer's forum for tips and advice from other dealers like...
Re: ADP Drive vs. Reynolds and Reynolds - 07/02/2013
... paid and what internal paid. It is all on one screen in a very logical, simple and orderly service process. I highly recommend R+R over ADP any day of the week and twice on Sunday. Your dealer Principle will have to hire three additional employees...
Curious...anyone recently debited for vague information in correction lines? - 07/03/2013
I have only been at my current dealer for almost a year and I am typically pretty detail oriented. We got a new service manager recently who wants to challenge me whenever I tell him I need more information from the technicans. I had a Job Card that...
Any new idea's - 04/19/2013
What creative accounting measures can be taken to balance out the labor losses on CPO Maint claims ? What are other Service Agents doing ? CPO pays $ 30 for Standard LOF , $ 35 for Dexos and $ 60 for Synth and Diesel. There is always a labor loss...
Other Labor Hours in ADP - 08/09/2013
We are using ADP for our DMS. I'm told that there is a 'module', or some such, that allows the Service Manager to put techs to work, to record their time as "OLH". No one here, knows for sure, if we even have that capability in our system, or not. Anyone...
SOMETHING'S MISSING ON 2013 SONIC PDI HELP CARD - 08/13/2013
DEAR J & L THE HELP CARDS FOR 2013 CAR (SONIC SPECIFICALLY) HAS MISSING INFORMATION THIS IS FROM GM SERVICE INFORMATION (8/8/2013) 0590032 PDI - Dealer Installed - Factory Invoiced Options Effective Date: Aug 1, 2013 LABOR CODE: 0590032 To Install...
Re: GMPP MAINTENANCE LOPS - 05/20/2013
I found them in Service Information, I just built a random vehicle and then searched for "smart care". M0017 is now 0610103 (LOF $35+) M0021 is 0610123 (rotate)
SOMETHING'S MISSING FROM HELP CARD FOR PDI'S - 07/23/2013
I just noticed that this is missing from the J&L WARRANTY'S help card for the 2014 Silverado PDI list: To Install Rear Wheelhouse Liners (S41) ADD TIME: 0.4 This is still listed in GM's Service Information for the PDI.
Re: GMPP ROADSIDE TOWING - 01/23/2013
THANKS FOR YOR REPLY CONNY,GLB STILL DOESNT LIKE M2020 Error 825 : Labor code M2020 is not covered by service contract or special coverage. Error 078 : Net Item Towing is not allowed for labour code M2020. Error 243 : Reject 078 cannot be authorized...
Re: ACCESSORY INSTALLS - 02/11/2015
... correct category of accessory ie 0510522 for exhaust tip installation. Type of claim is a ZSET for service event transaction. and INOP for transaction category and enter the repair completion date. Pressing enter will take you to the Parts info screen,...
Re: What Would You Do - 02/15 - 02/19/2015
... 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 what happened to the customer or car on the day the tow company arrived to pick...
2015 Option C Labor Rate Increase - 12/24/2014
... will receive a 2.5% labor rate increase. The new rate will be posted in GWM under the View Service Agent Profile link by selecting Labor Rates effective 1-1-2015. Your DSP software labor rate table must be updated prior to start of business on 1-...
Re: What Would You Do - 03/14 - 07/07/2014
... Fee Coverage labour operation, 0600108, and submitted with base labour of 1.0 hour. The Service Request number was entered in the Reference Field of the transaction and submitted for payment. The claim was accepted. Kristen/jlwarranty...
Re: Ignition Recall Towing - 07/16/2014
... YOU MUST CALL A SPECIAL NUMBER SPECIFICALLY FOR THIS: 1-855-381-5826 IF THEY USE ANOTHER TOWING SERVICE DBC TOLD ME THAT THEY WOULD NOT COVER A TOW. CUSTOMER ARE TOWED AT NO CHARGE PER GM MESSAGE G_0000187705 FROM 03/17/2014...
Submitting GMPP Customer's Deductible in ADP, PMT. - 03/05/2014
... with deductible, 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...
Re: part replacement - 03/10/2014
The failed component would be covered under the Service Agent Parts and Accessories Warranty, 12 months/unlimited miles. Reference Policies & Procedures Manual Article 1.1.3.1. Kristen/jlwarranty
Re: Business Choice - 11/20/2013
The Business Maintenance Plan Program Guidelines, found in message G_0000158334, support the following covered services: lube, oil, filter change and single rear wheel tire rotation. **Dual rear wheel tire rotation may be eligible at the dealer's discretion,...
Incorrect/unclear part description makes it hard to look an Op Code. - 09/04/2013
The following is a message I have sent to ADP's "Service Connect", if this is a concern of yours, also, I invite you to make the same request. Message sent... "Would it be possible to have the part description that is transfered to the dealership's...
Re: Z2262 - 09/12/2013
The Cadillac Premium Care Maintenance Program applies only for services performed at a participating Cadillac dealership. Program information may be found in the program guide which is available in GlobalConnect within the Policies, Procedures and Guides...
Re: Little Tiggers - 09/13/2013
... the truck/cars.... One day a vehicle came in, we discovered there was a kitten stuck in it and our Service Advisor (female) pulled it out with our whole (male) shop looking on (none of them volunteered to do it!) It bit and scratched her as it was scared...
Re: bulletin number - 06/15/2011
Documentation pertaining to maintenance items not covered by warranty may be found in the Service Policies and Procedures Manual Article 1.2.2.4. Excerpt from P&P: wiper inserts are covered up to the first maintenance inspection period outlined in the...
Re: Tonneau cover opcode - 06/17/2011
... and it paid. What is everyone else's dealership process when installing accessories? Does the service department print off a copy for submission? Does the part department submit them? Just wondering how to prevent this from happening again....
"NEW" SPECIAL COVERAGE ADJ #10054 - 08/11/2011
Has anyone read thru this new Special Coverage.... (only paying 50% ?????) The section on vehicles covered by Vehicle Service Contract (50% only) CONFUSED !!!!!! Does the Special Coverage pay 50% off bottom line - what if cust has deduct, how does...
Re: - 08/11/2011
... miles (193,000 km), whichever occurs first, from the date the vehicle was originally placed in service, regardless of ownership. Dealers are to install a new design fuel level sensor. GM will pay 50% of eligible repair expenses, (parts and labor) and...
Re: Goodwill for radio - 07/22/2011
... at time of part order and provide the name of the person authorizing the goodwill. Electronic Service Centers are not able to change transactions from customer pay to goodwill after the part order has been submitted. ...
Re: Business Choice - 09/16/2011
... to do with it - running boards, bedliner, tool box, rail protectors They are being dumped on our service advisors to write up a (Warranty Job Card ????) & they are using SI times as if coming thru with PDI Any help/suggestion where to get detail on...
Re: Wheel Alignment Questionnaire - 09/06/2011
... prints funny when printed with the bulletin. I have looked in the Pol/Proced manual as well as the Service forms with no luck, any help? [/quote] Sometimes I need a form that is in one of the bulletins and have trouble printing it correctly as well....
Re: Pre-Delivery Inspections and the detail department - 09/07/2011
... Our detailers pay doesn't have anything to do with the PDI. Having said that, if YOU are the service manager, you can pretty much flag your PDI tech whatever you decide and allocate monies from wherever you choose. Just saying........
Re: 2010 TAHOE - RECALIBRATED HVAC - 10/05/2011
... steps to retrieve the code. Open up TIS on computer used to program the vehicle Select and start "Service Programming System (SPS)" Select "Settings" Select "Warranty Claim Code" tab...
CURIOUS ABOUT PAY - 12/19/2011
... 20K A YEAR (OR USUALLY DO BUT THIS YEAR I HAVE BEEN RECIEVING LOTS OF OVERTIME B.C THE MAZDA/VOLVO SERVICE MANAGER IS GONE AND I HAVE BEEN DOING HER JOB + MINE + HELPING IN PARTS + HELPING IN CASHIERING) AND WILL MAYBE HIT 23K THIS YEAR WITH ALL THE...
CURIOUS ABOUT PAY - 12/19/2011
... 20K A YEAR (OR USUALLY DO BUT THIS YEAR I HAVE BEEN RECIEVING LOTS OF OVERTIME B.C THE MAZDA/VOLVO SERVICE MANAGER IS GONE AND I HAVE BEEN DOING HER JOB + MINE + HELPING IN PARTS + HELPING IN CASHIERING) AND WILL MAYBE HIT 23K THIS YEAR WITH ALL THE...
Re: CUST $100 MAINT CREDIT FROM GM - 12/22/2011
... Smart Care - A complimentary plan providing basic lube, oil, filter and tire rotation maintenance service for GM recommended time and mileage intervals. • Component Coverage Letter (CCL) - Issued by CAC to extend coverage of a designated vehicle...
Re: GWM - 01/18/2012
[quote] MARKC: Yes, but notice it says DMS INTERACTIVE services. Under the additional details section it states: Dealers can continue to submit transactions via their DMS batch process, however, they will not know the results of their submissions (accepted...
Re: Rental days? - 03/13/2012
[quote] MARKC: I believe anything 3 days or over the service mgr has to authorize with signature on RO, but we can submit for up to 5 days without H-routing. [/quote] Guess I should have been more specific about authorization.... Mark is correct. Review...
re: "Problems Encountered during financial posting" - 02/02/2012
[quote] conny: must not be the same labor ops for all dealers, mine are Z2367 for lof and Z2365 for $20 off service. there are so many i have to stay on top of these too... [/quote] I've noticed Chevy, Buick, GMC & Pontiac all have different Z ops for...
Re: Transportation Damage Submissions - 02/06/2012
... hours or in excess of 1.0 hour of frame repair time can only be authorized by the General Motors. Service Agents should contact GM Dealer Business Center New Vehicle Damage prior to proceeding with repairs. *Carrier, carrier's insurance agent, or...
Re: Sheet metal repair - 05/24/2012
... get dinged up enroute. I found this in the archives G_0000106385 I think its' what your Service Manager was talking about. Hope it helps...
Re: Recall 12045 and Lock Cylinder Coding - 05/31/2012
It's part of the service procedure, and included in the time. 1. Remove the ignition lock cylinder. Refer to Ignition Lock Cylinder Replacement in SI. Note: For ignition lock cylinder assembly and coding, use the instructions provided with the new...
Re: GM Tire Program - 04/12/2012
... request. When filling out the first section it asks what claim type the repair is, and ZPTI (Service Agent Install) is there. I would choose that & proceed like a normal tire pre-auth request. Hold the claim until it is accepted, send back tires if...
... with deductible, 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...
Re: part replacement - 03/10/2014
The failed component would be covered under the Service Agent Parts and Accessories Warranty, 12 months/unlimited miles. Reference Policies & Procedures Manual Article 1.1.3.1. Kristen/jlwarranty
Re: Business Choice - 11/20/2013
The Business Maintenance Plan Program Guidelines, found in message G_0000158334, support the following covered services: lube, oil, filter change and single rear wheel tire rotation. **Dual rear wheel tire rotation may be eligible at the dealer's discretion,...
Incorrect/unclear part description makes it hard to look an Op Code. - 09/04/2013
The following is a message I have sent to ADP's "Service Connect", if this is a concern of yours, also, I invite you to make the same request. Message sent... "Would it be possible to have the part description that is transfered to the dealership's...
Re: Z2262 - 09/12/2013
The Cadillac Premium Care Maintenance Program applies only for services performed at a participating Cadillac dealership. Program information may be found in the program guide which is available in GlobalConnect within the Policies, Procedures and Guides...
Re: Little Tiggers - 09/13/2013
... the truck/cars.... One day a vehicle came in, we discovered there was a kitten stuck in it and our Service Advisor (female) pulled it out with our whole (male) shop looking on (none of them volunteered to do it!) It bit and scratched her as it was scared...
Re: bulletin number - 06/15/2011
Documentation pertaining to maintenance items not covered by warranty may be found in the Service Policies and Procedures Manual Article 1.2.2.4. Excerpt from P&P: wiper inserts are covered up to the first maintenance inspection period outlined in the...
Re: Tonneau cover opcode - 06/17/2011
... and it paid. What is everyone else's dealership process when installing accessories? Does the service department print off a copy for submission? Does the part department submit them? Just wondering how to prevent this from happening again....
"NEW" SPECIAL COVERAGE ADJ #10054 - 08/11/2011
Has anyone read thru this new Special Coverage.... (only paying 50% ?????) The section on vehicles covered by Vehicle Service Contract (50% only) CONFUSED !!!!!! Does the Special Coverage pay 50% off bottom line - what if cust has deduct, how does...
Re: - 08/11/2011
... miles (193,000 km), whichever occurs first, from the date the vehicle was originally placed in service, regardless of ownership. Dealers are to install a new design fuel level sensor. GM will pay 50% of eligible repair expenses, (parts and labor) and...
Re: Goodwill for radio - 07/22/2011
... at time of part order and provide the name of the person authorizing the goodwill. Electronic Service Centers are not able to change transactions from customer pay to goodwill after the part order has been submitted. ...
Re: Business Choice - 09/16/2011
... to do with it - running boards, bedliner, tool box, rail protectors They are being dumped on our service advisors to write up a (Warranty Job Card ????) & they are using SI times as if coming thru with PDI Any help/suggestion where to get detail on...
Re: Wheel Alignment Questionnaire - 09/06/2011
... prints funny when printed with the bulletin. I have looked in the Pol/Proced manual as well as the Service forms with no luck, any help? [/quote] Sometimes I need a form that is in one of the bulletins and have trouble printing it correctly as well....
Re: Pre-Delivery Inspections and the detail department - 09/07/2011
... Our detailers pay doesn't have anything to do with the PDI. Having said that, if YOU are the service manager, you can pretty much flag your PDI tech whatever you decide and allocate monies from wherever you choose. Just saying........
Re: 2010 TAHOE - RECALIBRATED HVAC - 10/05/2011
... steps to retrieve the code. Open up TIS on computer used to program the vehicle Select and start "Service Programming System (SPS)" Select "Settings" Select "Warranty Claim Code" tab...
CURIOUS ABOUT PAY - 12/19/2011
... 20K A YEAR (OR USUALLY DO BUT THIS YEAR I HAVE BEEN RECIEVING LOTS OF OVERTIME B.C THE MAZDA/VOLVO SERVICE MANAGER IS GONE AND I HAVE BEEN DOING HER JOB + MINE + HELPING IN PARTS + HELPING IN CASHIERING) AND WILL MAYBE HIT 23K THIS YEAR WITH ALL THE...
CURIOUS ABOUT PAY - 12/19/2011
... 20K A YEAR (OR USUALLY DO BUT THIS YEAR I HAVE BEEN RECIEVING LOTS OF OVERTIME B.C THE MAZDA/VOLVO SERVICE MANAGER IS GONE AND I HAVE BEEN DOING HER JOB + MINE + HELPING IN PARTS + HELPING IN CASHIERING) AND WILL MAYBE HIT 23K THIS YEAR WITH ALL THE...
Re: CUST $100 MAINT CREDIT FROM GM - 12/22/2011
... Smart Care - A complimentary plan providing basic lube, oil, filter and tire rotation maintenance service for GM recommended time and mileage intervals. • Component Coverage Letter (CCL) - Issued by CAC to extend coverage of a designated vehicle...
Re: GWM - 01/18/2012
[quote] MARKC: Yes, but notice it says DMS INTERACTIVE services. Under the additional details section it states: Dealers can continue to submit transactions via their DMS batch process, however, they will not know the results of their submissions (accepted...
Re: Rental days? - 03/13/2012
[quote] MARKC: I believe anything 3 days or over the service mgr has to authorize with signature on RO, but we can submit for up to 5 days without H-routing. [/quote] Guess I should have been more specific about authorization.... Mark is correct. Review...
re: "Problems Encountered during financial posting" - 02/02/2012
[quote] conny: must not be the same labor ops for all dealers, mine are Z2367 for lof and Z2365 for $20 off service. there are so many i have to stay on top of these too... [/quote] I've noticed Chevy, Buick, GMC & Pontiac all have different Z ops for...
Re: Transportation Damage Submissions - 02/06/2012
... hours or in excess of 1.0 hour of frame repair time can only be authorized by the General Motors. Service Agents should contact GM Dealer Business Center New Vehicle Damage prior to proceeding with repairs. *Carrier, carrier's insurance agent, or...
Re: Sheet metal repair - 05/24/2012
... get dinged up enroute. I found this in the archives G_0000106385 I think its' what your Service Manager was talking about. Hope it helps...
Re: Recall 12045 and Lock Cylinder Coding - 05/31/2012
It's part of the service procedure, and included in the time. 1. Remove the ignition lock cylinder. Refer to Ignition Lock Cylinder Replacement in SI. Note: For ignition lock cylinder assembly and coding, use the instructions provided with the new...
Re: GM Tire Program - 04/12/2012
... request. When filling out the first section it asks what claim type the repair is, and ZPTI (Service Agent Install) is there. I would choose that & proceed like a normal tire pre-auth request. Hold the claim until it is accepted, send back tires if...
Re: LABOR ONLY OPS AND LABOR DEPENDANCY FIELD - 04/26/2012
... system said "Accepted", anyway. Also, the bulletin describing the "Wiring Repair" stated that some Service Agents won't have this access right away. HTH, EJ...
CBG Certified Pre-Owned Limited (VS) Bulbs - 04/11/2012
... the "N" labor ops - it does list #N0760 So I tried to H-route as stated --but-- kicks back under service agent auth ?????? What am i not seeing ???? Any help - greatly appreciated...
Re: 2009 Chev Aveo - 03/23/2012
... Coolants and Fluids Brake Pads/ Linings Wiper Inserts Clutch Linings Limited Slip Rear Axle Service Keyless Entry (or any remote transmitter/receiver batteries)* Tire Rotation Audio System Cleaning Wheel Alignment/ Balance** These items are...
"NEW" LABOR CODES" - 10/20/2011
Did I miss something? What's with the new longer labor ops or codes listed in the LTG? Now I have a service advisor using them! See example: N0110 Battery Replacement Effective Date: Oct 1, 2011 LABOR CODE: N000500 Note Note: Claims...
Special Policy 10240 with collateral damage - 07/29/2011
... & now I'm getting a reject for the following: Reject 825: Labor code T5817 is not covered by service contract or special coverage Reject 072: Total parts amount exceeds the allowance for labor code T5817 Reject 243: Reject 825 cannot be authorized and...
Re: Warranty on vehicle for sale - 05/20/2011
... Under no circumstances are used vehicles being traded, purchased from the GM Auction,or in Service Agent inventory eligible for goodwill adjustment repairs. --Depends on what your repair is for--if it is a mechanical defect (water pump, intake gaskets,...
Re: Enhanced Chevy and Buick /GMC courtesty trasporation program - 01/09/2014
... 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 or $21 for a same day repair -A Daily...
Re: closest to labor ops - 08/08/2014
... Enter the labour time for the repair in the other labour hours field. (Must be authorized by service management) This time must be separately time punched by the technician...with the time claimed supported by the time punches. While not a requirement,...
What Would You Do - 03/15 - 02/23/2015
... a few error messages. - Error 030: customer reimbursement amount exceeds maximum allowed for service agent - Error 085: net item total requested exceeds net item ceiling for 9100822 - Error 131: customer reimbursement was requested previously on same...
Re: What Would You Do - 03/15 - 02/24/2015
... a few error messages. - Error 030: customer reimbursement amount exceeds maximum allowed for service agent - Error 085: net item total requested exceeds net item ceiling for 9100822 - Error 131: customer reimbursement was requested previously on same...
Closest Too Labor Op claims - 03/03/2015
... method of time recording. o A technician may only be working and clocked on to one vehicle per service event. o When using a "closest to" labour code, a time recording must be documented to validate the time claimed. The time claimed must be submitted...
Re: reimbursement for special coverage - 04/15/2013
... be limited to the amount the repair would have cost if completed by an authorized General Motors Service Agent. Your transaction will be acted upon within 60 days of receipt. But it says may be limited to.... How do you determine the amount. We have...
Re: complimentary oil n filter change, tire rotation and 27 point insp.for anniversary - 09/26/2012
From Global Message G_0000095655: "For each valid Buick or GMC service coupon redeemed at your dealership by September 30, 2012, GM will reimburse your dealership $20 for conventional/dexos1 oil and $45 for diesel oil through the Global Warranty System....
Re: LABOR TIME FOR PREMIUM CARE MAINTENANCE PROGRAM ON 2013 CADILLAC XTS - 11/21/2012
... as an attachment to Global Message G_0000131410 (6/20/12) -archived. The guide includes covered services under the 2011-2013 model year Cadillac Premium Care Maintenance Program. Happy Thanksgiving! Kristen / jlwarranty...
Forum - 03/31/2017
... months/100,000 miles (parts) Parts and labor when sold over-the-counter to a qualified Independent Service Center (ISC). This is taken right from JL help cards for Parts Warranties. The middle block is for dealer installed assemblies and the...
Forum - 03/17/2017
VIN "cards" are available in SI: enter the year, make, model of vehicle select service manual / bulletins select general information select general information (again) select introduction select vehicle, engine and transmission id and vin location, derivative...
Re: What Would You Do - 04/15 - 04/14/2015
... move in any gear. Roadside Assistance was contacted and the vehicle was towed to the local service department. The technician determined the issue to be transmission related and tore it down for inspection. Once inspected, it was found that the front...
Re: CUSTOMER ENTHUSIASIM WARRANTY - 04/07/2015
The Service Agent Analysis Summary Report (in GWM) provides the dealer with the number of authorized transactions and % of total for the reporting month (which includes beyond warranty limits, exceeds OLH limit, part ceiling exceeded, etc). While it is...
What Would You Do - 04/15 - 03/26/2015
... move in any gear. Roadside Assistance was contacted and the vehicle was towed to the local service department. The technician determined the issue to be transmission related and tore it down for inspection. Once inspected, it was found that the front...
What Would You Do - 06/15 - 06/02/2015
... replaced components? Has your store received a charge back as a result of non-compliance to these service procedures? We look forward to your feedback in the June What Would You Do forum column. Your thoughts, advice, and perspective are very useful...
What Would You Do - 07/16 - 06/27/2016
... out, and submitted the transactions for payment. After review of the accepted transactions, service management noticed that the claims did not include any additional time for leak testing the cooling systems; the only time claimed was base time for...
Re: Transmission Types - 12/16/2015
You can also find it if you go into SI and load the vehicle yr/make/model. Go into Service Manuals/Bulletins Right under the search dropdown (where you select either document or title), click on RPO Code List. From there, find your transmission code (MH6,...
YOU MIGHT BE A WARRANTY ADMINISTRATOR IF... - 01/23/2008
... You won't give your kids their allowance unless they can show you time punches. 7. Your Area Service Manager calls you when they have a question. 8. You can decode handwriting that the world's best graphoanalyst would have no luck interpreting. 9....
Forum - 09/19/2007
... category. This claim should be filed with the first use of the tool and "H" routed to the Area Service Manager (DSM in Canada) for approval. As with any net amount claim, supporting documentation must be attached to the repair order. This allowance may...
Fluid Leak Analyze - 06/14/2018
... Additional Time for the labor code submitted for the repair of the leak. Please reference the GM service information for the proper analyze procedures for the system being tested. After the repair of a fluid leak is made and the correct labor operation...
... system said "Accepted", anyway. Also, the bulletin describing the "Wiring Repair" stated that some Service Agents won't have this access right away. HTH, EJ...
CBG Certified Pre-Owned Limited (VS) Bulbs - 04/11/2012
... the "N" labor ops - it does list #N0760 So I tried to H-route as stated --but-- kicks back under service agent auth ?????? What am i not seeing ???? Any help - greatly appreciated...
Re: 2009 Chev Aveo - 03/23/2012
... Coolants and Fluids Brake Pads/ Linings Wiper Inserts Clutch Linings Limited Slip Rear Axle Service Keyless Entry (or any remote transmitter/receiver batteries)* Tire Rotation Audio System Cleaning Wheel Alignment/ Balance** These items are...
"NEW" LABOR CODES" - 10/20/2011
Did I miss something? What's with the new longer labor ops or codes listed in the LTG? Now I have a service advisor using them! See example: N0110 Battery Replacement Effective Date: Oct 1, 2011 LABOR CODE: N000500 Note Note: Claims...
Special Policy 10240 with collateral damage - 07/29/2011
... & now I'm getting a reject for the following: Reject 825: Labor code T5817 is not covered by service contract or special coverage Reject 072: Total parts amount exceeds the allowance for labor code T5817 Reject 243: Reject 825 cannot be authorized and...
Re: Warranty on vehicle for sale - 05/20/2011
... Under no circumstances are used vehicles being traded, purchased from the GM Auction,or in Service Agent inventory eligible for goodwill adjustment repairs. --Depends on what your repair is for--if it is a mechanical defect (water pump, intake gaskets,...
Re: Enhanced Chevy and Buick /GMC courtesty trasporation program - 01/09/2014
... 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 or $21 for a same day repair -A Daily...
Re: closest to labor ops - 08/08/2014
... Enter the labour time for the repair in the other labour hours field. (Must be authorized by service management) This time must be separately time punched by the technician...with the time claimed supported by the time punches. While not a requirement,...
What Would You Do - 03/15 - 02/23/2015
... a few error messages. - Error 030: customer reimbursement amount exceeds maximum allowed for service agent - Error 085: net item total requested exceeds net item ceiling for 9100822 - Error 131: customer reimbursement was requested previously on same...
Re: What Would You Do - 03/15 - 02/24/2015
... a few error messages. - Error 030: customer reimbursement amount exceeds maximum allowed for service agent - Error 085: net item total requested exceeds net item ceiling for 9100822 - Error 131: customer reimbursement was requested previously on same...
Closest Too Labor Op claims - 03/03/2015
... method of time recording. o A technician may only be working and clocked on to one vehicle per service event. o When using a "closest to" labour code, a time recording must be documented to validate the time claimed. The time claimed must be submitted...
Re: reimbursement for special coverage - 04/15/2013
... be limited to the amount the repair would have cost if completed by an authorized General Motors Service Agent. Your transaction will be acted upon within 60 days of receipt. But it says may be limited to.... How do you determine the amount. We have...
Re: complimentary oil n filter change, tire rotation and 27 point insp.for anniversary - 09/26/2012
From Global Message G_0000095655: "For each valid Buick or GMC service coupon redeemed at your dealership by September 30, 2012, GM will reimburse your dealership $20 for conventional/dexos1 oil and $45 for diesel oil through the Global Warranty System....
Re: LABOR TIME FOR PREMIUM CARE MAINTENANCE PROGRAM ON 2013 CADILLAC XTS - 11/21/2012
... as an attachment to Global Message G_0000131410 (6/20/12) -archived. The guide includes covered services under the 2011-2013 model year Cadillac Premium Care Maintenance Program. Happy Thanksgiving! Kristen / jlwarranty...
Forum - 03/31/2017
... months/100,000 miles (parts) Parts and labor when sold over-the-counter to a qualified Independent Service Center (ISC). This is taken right from JL help cards for Parts Warranties. The middle block is for dealer installed assemblies and the...
Forum - 03/17/2017
VIN "cards" are available in SI: enter the year, make, model of vehicle select service manual / bulletins select general information select general information (again) select introduction select vehicle, engine and transmission id and vin location, derivative...
Re: What Would You Do - 04/15 - 04/14/2015
... move in any gear. Roadside Assistance was contacted and the vehicle was towed to the local service department. The technician determined the issue to be transmission related and tore it down for inspection. Once inspected, it was found that the front...
Re: CUSTOMER ENTHUSIASIM WARRANTY - 04/07/2015
The Service Agent Analysis Summary Report (in GWM) provides the dealer with the number of authorized transactions and % of total for the reporting month (which includes beyond warranty limits, exceeds OLH limit, part ceiling exceeded, etc). While it is...
What Would You Do - 04/15 - 03/26/2015
... move in any gear. Roadside Assistance was contacted and the vehicle was towed to the local service department. The technician determined the issue to be transmission related and tore it down for inspection. Once inspected, it was found that the front...
What Would You Do - 06/15 - 06/02/2015
... replaced components? Has your store received a charge back as a result of non-compliance to these service procedures? We look forward to your feedback in the June What Would You Do forum column. Your thoughts, advice, and perspective are very useful...
What Would You Do - 07/16 - 06/27/2016
... out, and submitted the transactions for payment. After review of the accepted transactions, service management noticed that the claims did not include any additional time for leak testing the cooling systems; the only time claimed was base time for...
Re: Transmission Types - 12/16/2015
You can also find it if you go into SI and load the vehicle yr/make/model. Go into Service Manuals/Bulletins Right under the search dropdown (where you select either document or title), click on RPO Code List. From there, find your transmission code (MH6,...
YOU MIGHT BE A WARRANTY ADMINISTRATOR IF... - 01/23/2008
... You won't give your kids their allowance unless they can show you time punches. 7. Your Area Service Manager calls you when they have a question. 8. You can decode handwriting that the world's best graphoanalyst would have no luck interpreting. 9....
Forum - 09/19/2007
... category. This claim should be filed with the first use of the tool and "H" routed to the Area Service Manager (DSM in Canada) for approval. As with any net amount claim, supporting documentation must be attached to the repair order. This allowance may...
Fluid Leak Analyze - 06/14/2018
... Additional Time for the labor code submitted for the repair of the leak. Please reference the GM service information for the proper analyze procedures for the system being tested. After the repair of a fluid leak is made and the correct labor operation...
Warranty Briefs: Error 834 - 09/11/2018
... drive and noticed the navigation system was not fully operational. The vehicle was taken to the service department and the concern was addressed and corrected. Again, there's no previous history on this vehicle no warranty blocks, and it's brand new. But,...
Perforation Corrosion Repairs - 08/25/2020
... may support the repairs made if a transaction rejects for exceeding the Straight Time limit. Service management must approve every Straight Time repair with their signature, date, time, and explanation before the transaction is submitted to GM. Both...
Cadillac CPO Limited Warranty - 05/04/2022
... manufacturers. The transferable warranty covers the vehicle for 6 years from the original in-service date or 100,000 total vehicle miles whichever comes first. There is a $50 deductible per service visit when the CPO warranty is in effect. This new warranty...
Parts Department and Warranty Compliance - 04/13/2022
... responsibilities the Parts Department has in terms of job card and overall compliance. Electronic Service Centers Certain electronic components are provided to Dealers by an authorized third-party Electronic Service Centers (ESCs). Involved components...
PDI Accessories 0590032 - 06/16/2021
... 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 revenue simply because they are not accounting for this additional time. A job card should...
Emissions Warranty Coverage - 07/21/2022
... emission standards but are not TZEV states. Qualifying states vary by model year; refer to the Service Policies and Procedures Manual for a list of states by model year. Emission Select (State) Component Limited Warranty, indicated in the Labor Time...
Re: L-FRT DOOR PAINT / SUBLET TO BODY SHOP - 09/26/2008
... be no more than 10% more than what the labor time guide would pay. You might want to ask your area service rep for advice on this claim or possible the DBC. [/quote] Refer to Policy 1.5.8- The following policies apply for repairs sublet by dealer to...
Re: Warranty Wizard? - 01/29/2009
WE HAVE HAD IT FOR A REAL LONG TIME. BUT THE COMPANY IS AUTOMATIC DATA PROCESSING DEALER SERVICES DIVISION 10151 SE SUNNYSIDE ROAD CLACKAMAS, OREGON 97015-9765 OR ADP'S HAYES-LIGON 401 N. WASHINGTON STREET, SUITE 300 ROCKVILLE, MD 20850 800.523.8...
HAZARDOUS WASTE MANAGEMENT COST RECOVERY PROGRAM 2009 - 01/12/2009
I RECEIVED FROM MY GM REP TODAY A COPY FOR "COST RECOVERY FEES PER SERVICE" SUCH AS .... LOF $2.60 TRANS SRV $1.69 RADIATOR FLUSHES $6.92 BRAKE SRV $4.77 HEAVY LINE SRV $2.92 (NOT SURE WHAT THIS ONE IS) BATTERY SRV $1.03 HAS ANYONE ELSE RECEIVED - IS...
What Would You Do? 04/08 - 04/21/2008
... felt that the technician's notes and time documentation supported additional time. The service manager had also signed the repair order for the additional time incurred during the repair procedure. - Should the claim be processed using the power seat...
Re: Taking a Poll - 06/06/2008
... Cold calling, follow-up calling 8. Reynolds 9. Indiana 10. Part Time 11. Female 12. Yes, Office/Service/Parts and Sales Assist, Cold Calling, Follow-Up Calling, Cashier 13. Yes, One time would love to attend again! 14. Hourly...
Re: Taking a Poll - 06/10/2008
... Ohio, Northwest part of the state 10. Full time 11. female 12. follow up, back up for the service desk, cashier occasionally, time cards & tech time tickets, parts department back up 13. yes, and I loved it, want to go again! 14. Hourly (I would love...
Re: Same RO, 2 repair attempts - 03/04/2009
... use, value, or safety after a specified number of repair attempts; or • the vehicle is out of service for warranty repairs to correct defects for a specified number of days.... ...
Claim type B w/ vehicle in warranty. - 03/20/2009
... warranty, but looking in Claims Processing Manual I found this: "Claim Type "B" - Dealer Service Replacement Part and Accessory Warranty (U.S. and GMODC Only). This claim type should be used when a previously replaced/purchased part fails for...
Re: Global Warranty - 10/29/2009
... 29, 2010 thru the week of April 19, 2010 This will be a joint effort between GM and your Dealer Service Provider (DSP), where applicable. You will receive specific communications from GM as well as your DSP as the time approaches for your deployme...
Saturn Global Warranty Transaction Entry at a Non-Saturn Dealership - 02/18/2010
The following post comment was posed via email by a Warranty Community Member: "We are not a Saturn dealer but we service several Saturn vehicles because the nearest Saturn dealership is 42 miles away. I have a problem getting most of the Saturn repairs...
Re: A Question for those on Global Warranty already - 02/05/2010
... been too bad. A few things to consider prior to your switch- 1)make sure you have all of your Service Advisor & Technician GMIN input into ADP. (ADP can tell you where) 2)if you didn't get a copy of the complaint/cause/correction codes, print one...
Re: GMPP MAINTENANCE - 11/19/2010
... the Cadillac XLR Premium Care Program. The program provides coverage for engine oil and oil filter service, engine air filter replacement and passenger compartment air filter replacement. The following labour operations have been established for claims...
Re: GM Radio Upgrade ? - 11/19/2010
... G_0000051930 Date: March 19, 2010 To: All General Motors Dealers Attention: Service Manager and Warranty Administrator Subject: Dealer Installed GM Accessories Specific labor operations (I labor op codes) have been created for the...
Re: Would you try to put a claim in for this? - 09/21/2010
... 2010/2011 GM Full Size Pickups (Silverado and Sierra) To: All Chevrolet & GMC Dealers Attention: Service Manager General Motors is aware of a condition where the bolt retaining the cab to the frame may be difficult to remove. Further investigation...
Re: Taking a Poll - 04/12/2010
... or female? Female 12. Do you do any other jobs 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
... worked for GM...we have Buick, GMC, Chevrolet, Cadillac, and Pontiac...from time to time we do service Hummer and Saturns 3. my training consisted on how to look labor ops up on computer and how to input info into computer...learned most everything else...
Forum - 01/28/2022
... calls out single use parts with notes that they are such. I can also tell you that typically in SI service procedures the requirement for replacing TTY fasteners, seals and other items are specifically called out in red print and reference the "fastener...
Forum - 05/25/2021
... with this exact issue now myself. I would like to go back in time and educate my advisors and service management because they don't know half of the issue they created by charging forward with this. (without mentioning it to me at all) That being said,...
Forum - 06/02/2021
... chart. We are out of filters and it looks like we are ordering 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...
... drive and noticed the navigation system was not fully operational. The vehicle was taken to the service department and the concern was addressed and corrected. Again, there's no previous history on this vehicle no warranty blocks, and it's brand new. But,...
Perforation Corrosion Repairs - 08/25/2020
... may support the repairs made if a transaction rejects for exceeding the Straight Time limit. Service management must approve every Straight Time repair with their signature, date, time, and explanation before the transaction is submitted to GM. Both...
Cadillac CPO Limited Warranty - 05/04/2022
... manufacturers. The transferable warranty covers the vehicle for 6 years from the original in-service date or 100,000 total vehicle miles whichever comes first. There is a $50 deductible per service visit when the CPO warranty is in effect. This new warranty...
Parts Department and Warranty Compliance - 04/13/2022
... responsibilities the Parts Department has in terms of job card and overall compliance. Electronic Service Centers Certain electronic components are provided to Dealers by an authorized third-party Electronic Service Centers (ESCs). Involved components...
PDI Accessories 0590032 - 06/16/2021
... 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 revenue simply because they are not accounting for this additional time. A job card should...
Emissions Warranty Coverage - 07/21/2022
... emission standards but are not TZEV states. Qualifying states vary by model year; refer to the Service Policies and Procedures Manual for a list of states by model year. Emission Select (State) Component Limited Warranty, indicated in the Labor Time...
Re: L-FRT DOOR PAINT / SUBLET TO BODY SHOP - 09/26/2008
... be no more than 10% more than what the labor time guide would pay. You might want to ask your area service rep for advice on this claim or possible the DBC. [/quote] Refer to Policy 1.5.8- The following policies apply for repairs sublet by dealer to...
Re: Warranty Wizard? - 01/29/2009
WE HAVE HAD IT FOR A REAL LONG TIME. BUT THE COMPANY IS AUTOMATIC DATA PROCESSING DEALER SERVICES DIVISION 10151 SE SUNNYSIDE ROAD CLACKAMAS, OREGON 97015-9765 OR ADP'S HAYES-LIGON 401 N. WASHINGTON STREET, SUITE 300 ROCKVILLE, MD 20850 800.523.8...
HAZARDOUS WASTE MANAGEMENT COST RECOVERY PROGRAM 2009 - 01/12/2009
I RECEIVED FROM MY GM REP TODAY A COPY FOR "COST RECOVERY FEES PER SERVICE" SUCH AS .... LOF $2.60 TRANS SRV $1.69 RADIATOR FLUSHES $6.92 BRAKE SRV $4.77 HEAVY LINE SRV $2.92 (NOT SURE WHAT THIS ONE IS) BATTERY SRV $1.03 HAS ANYONE ELSE RECEIVED - IS...
What Would You Do? 04/08 - 04/21/2008
... felt that the technician's notes and time documentation supported additional time. The service manager had also signed the repair order for the additional time incurred during the repair procedure. - Should the claim be processed using the power seat...
Re: Taking a Poll - 06/06/2008
... Cold calling, follow-up calling 8. Reynolds 9. Indiana 10. Part Time 11. Female 12. Yes, Office/Service/Parts and Sales Assist, Cold Calling, Follow-Up Calling, Cashier 13. Yes, One time would love to attend again! 14. Hourly...
Re: Taking a Poll - 06/10/2008
... Ohio, Northwest part of the state 10. Full time 11. female 12. follow up, back up for the service desk, cashier occasionally, time cards & tech time tickets, parts department back up 13. yes, and I loved it, want to go again! 14. Hourly (I would love...
Re: Same RO, 2 repair attempts - 03/04/2009
... use, value, or safety after a specified number of repair attempts; or • the vehicle is out of service for warranty repairs to correct defects for a specified number of days.... ...
Claim type B w/ vehicle in warranty. - 03/20/2009
... warranty, but looking in Claims Processing Manual I found this: "Claim Type "B" - Dealer Service Replacement Part and Accessory Warranty (U.S. and GMODC Only). This claim type should be used when a previously replaced/purchased part fails for...
Re: Global Warranty - 10/29/2009
... 29, 2010 thru the week of April 19, 2010 This will be a joint effort between GM and your Dealer Service Provider (DSP), where applicable. You will receive specific communications from GM as well as your DSP as the time approaches for your deployme...
Saturn Global Warranty Transaction Entry at a Non-Saturn Dealership - 02/18/2010
The following post comment was posed via email by a Warranty Community Member: "We are not a Saturn dealer but we service several Saturn vehicles because the nearest Saturn dealership is 42 miles away. I have a problem getting most of the Saturn repairs...
Re: A Question for those on Global Warranty already - 02/05/2010
... been too bad. A few things to consider prior to your switch- 1)make sure you have all of your Service Advisor & Technician GMIN input into ADP. (ADP can tell you where) 2)if you didn't get a copy of the complaint/cause/correction codes, print one...
Re: GMPP MAINTENANCE - 11/19/2010
... the Cadillac XLR Premium Care Program. The program provides coverage for engine oil and oil filter service, engine air filter replacement and passenger compartment air filter replacement. The following labour operations have been established for claims...
Re: GM Radio Upgrade ? - 11/19/2010
... G_0000051930 Date: March 19, 2010 To: All General Motors Dealers Attention: Service Manager and Warranty Administrator Subject: Dealer Installed GM Accessories Specific labor operations (I labor op codes) have been created for the...
Re: Would you try to put a claim in for this? - 09/21/2010
... 2010/2011 GM Full Size Pickups (Silverado and Sierra) To: All Chevrolet & GMC Dealers Attention: Service Manager General Motors is aware of a condition where the bolt retaining the cab to the frame may be difficult to remove. Further investigation...
Re: Taking a Poll - 04/12/2010
... or female? Female 12. Do you do any other jobs 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
... worked for GM...we have Buick, GMC, Chevrolet, Cadillac, and Pontiac...from time to time we do service Hummer and Saturns 3. my training consisted on how to look labor ops up on computer and how to input info into computer...learned most everything else...
Forum - 01/28/2022
... calls out single use parts with notes that they are such. I can also tell you that typically in SI service procedures the requirement for replacing TTY fasteners, seals and other items are specifically called out in red print and reference the "fastener...
Forum - 05/25/2021
... with this exact issue now myself. I would like to go back in time and educate my advisors and service management because they don't know half of the issue they created by charging forward with this. (without mentioning it to me at all) That being said,...
Forum - 06/02/2021
... chart. We are out of filters and it looks like we are ordering 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...
Forum - 05/25/2021
... the early bird envelope/drop-off form are considered add-on repairs and require appropriate service management authorization prior to repairs and separate on/off technician time documentation.."...
Forum - 12/30/2020
... MSTS (gmconsildatedbilling.com) but they don't seem to know anything about Element. Autointegrate service goes to some voice mail with an Australian guy that tells you to leave a message so they can never call you back. Element doesn't seem to know how...
Forum - 10/14/2020
... SPOL box that pops up otherswise it will reject saying out of warranty. If you have more than one Service management authorizations I have not been able to submit for more than one. If you find out how to... let me in on how then please. Also if you...
Forum - 02/07/2020
... When the root cause is found all of the prior repairs should be debited back to the dealer. The service manager and the tech should be reprimanded for not identifying a problem in the shop and addressing it by involving a foreman or advanced tech to...
Forum - 05/31/2019
... must be supported by individual and specific on/off punch times on the technician's time ticket. Service management is responsible for assuring complete technician documentation and the reasonableness of diagnostic time claimed. Diagnostic/add time claimed...
Forum - 04/25/2019
... using the 5 digit damage code system.• If ePOD is prepopulated with damage codes, it is the Service Agent's responsibility to verify the codes are correct and if necessary, add additional codes. Failure to validate damage codes could result in claim...
Forum - 09/11/2017
... Additional Time for the labor code submitted for the repair of the leak. Please reference the GM service information for the proper analyze procedures for the system being tested. This is in the Preface/Preface section of the LTG. I usually don't...
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 - 03/28/2018
This is the process we follow: Advisor requests manager authorize loaner for a predetermined number of days Service manager opens empowerment portal and submits a pre-authorization request to DMA for approval Work is completed When DMA approves pre-auth...
Forum - 12/03/2018
... do pretty good but sometimes they are off. Our position is that it is the responsibility of the service advisor to be sure the ticket is coded and paid correctly. If the tech helps, fine, but the advisor is responsible to verify that it is correct. If...
Forum - 01/08/2019
... labor operations are published for each side then they must be used to submit two separate lines. Service management authorization is required on the job card for the repeat (pyramding) repair and technician comments must support the failures. To...
Forum - 12/18/2018
... four (4) maintenance visits within the first two years of ownership, consisting of the following services: ACDelco dexos1TM Full Synthetic Oil and ACDelco Oil Filter change Tire Rotation (see dealer and Owner’s Manual for details) Multi-Point...
Forum - 04/25/2018
... EV, and Malibu Hybrid for 8 years or 100,000 miles, whichever comes first, from the original in-service date of the vehicle, against warrantable repairs to the specific electric propulsion components of the vehicle. This warranty is for the Chevrolet...
Forum - 06/25/2018
... the code: Open up TIS on the computer used to program the vehicle. Select and start “Service Programming System (SPS).” Select “Settings.” Select “Warranty Claim Code” tab. ...
CSMT App Enhanced - 12/01/2021
A new version of the Certified Service Mobile Toolbox (CSMT) app is available for download. The app will automatically update if your device is set to “automatic updates,” if not, the update may be performed manually in the App Store (Apple)...
Empowerment: - 12/01/2021
... changes have been made to increase focus on those tools that strengthen customer retention in the service lane. It is important to note that not all of the tools are available in all states, or for use in a stop sale or recall situation. In...
Bolt EV/EUV Recall - 12/01/2021
... indicate that training and tool requirements have been met, restrictions are removed. The Service Agent Detail page in GWM provides record of implemented and removed restrictions. Restricted Model Code information is found on the “Other Items...
December 2021 Recall Update - 12/01/2021
... Rear Toe Link Separation: The bulletin has been updated to include revised parts, warranty, service procedure sections, as well as the addition of the customer letter. The recall affects certain 2010-16 Cadillac SRX and 2011-12 Saab 9-4x vehicles. Safety...
January 2022 Recall Update - 01/04/2022
... Rear Toe Link Separation: The recall has been updated to provide a revised warranty and service procedure sections. The bulletin involves certain 2010-16 Cadillac SRX and 2011-12 Saab 9-4x vehicles. Safety Recall N212343880-02 High Voltage Battery...
Simplifying Transportation Transactions - 02/23/2022
... call (888) 414-6322 for assistance with a transportation claim or reject. Follow the prompts for Service and New Vehicle Damage claims. It may sometimes be necessary to submit a transportation transaction, knowing that it will reject, so that the DBC...
Transmission Repair Clock Time - 01/27/2022
... with a transmission repair) must have a separate time punch, documentation to support, and service management authorization. Fifth Clock Time - If it comes to a fifth clock time, this may be time spent putting the transmission back together and back...
Reject of the Month - February 2022 - 01/27/2022
... Burnishing procedure. The vehicle had approximately 34,000 miles on the odometer at the time of service. The warranty administrator applied the Front Disc Brake Pads Replacement labor operation to the claim. Unfortunately, the warranty administrator...
Reject of the Month - October 2021 - 10/01/2021
... Management has been updated to restrict transaction types to the appropriate Business Unit. Service Contract transactions (ZSCT) may only be submitted when the appropriate Business Unit has been selected. Other transaction types, ZREG, ZSSP, ZPDI, ZPTI,...
Reject of the Month - September 2021 - 08/30/2021
... on the rear defroster circuit, they should also be replaced. A 2015 GMC Sierra was in the service department for the completion of the recall. The diagnosing technician ordered the rear sliding window assembly for the vehicle. Once the part came...
Breaking Down Emissions Warranty Coverage - 07/27/2021
... only have coverage of 5 years/50,000 miles, but it covers all Emission related repairs. Service Policies and Procedures Manual, Article 1.2.1, lists the states that have adopted California emissions regulations, including: California, New Jersey,...
... the early bird envelope/drop-off form are considered add-on repairs and require appropriate service management authorization prior to repairs and separate on/off technician time documentation.."...
Forum - 12/30/2020
... MSTS (gmconsildatedbilling.com) but they don't seem to know anything about Element. Autointegrate service goes to some voice mail with an Australian guy that tells you to leave a message so they can never call you back. Element doesn't seem to know how...
Forum - 10/14/2020
... SPOL box that pops up otherswise it will reject saying out of warranty. If you have more than one Service management authorizations I have not been able to submit for more than one. If you find out how to... let me in on how then please. Also if you...
Forum - 02/07/2020
... When the root cause is found all of the prior repairs should be debited back to the dealer. The service manager and the tech should be reprimanded for not identifying a problem in the shop and addressing it by involving a foreman or advanced tech to...
Forum - 05/31/2019
... must be supported by individual and specific on/off punch times on the technician's time ticket. Service management is responsible for assuring complete technician documentation and the reasonableness of diagnostic time claimed. Diagnostic/add time claimed...
Forum - 04/25/2019
... using the 5 digit damage code system.• If ePOD is prepopulated with damage codes, it is the Service Agent's responsibility to verify the codes are correct and if necessary, add additional codes. Failure to validate damage codes could result in claim...
Forum - 09/11/2017
... Additional Time for the labor code submitted for the repair of the leak. Please reference the GM service information for the proper analyze procedures for the system being tested. This is in the Preface/Preface section of the LTG. I usually don't...
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 - 03/28/2018
This is the process we follow: Advisor requests manager authorize loaner for a predetermined number of days Service manager opens empowerment portal and submits a pre-authorization request to DMA for approval Work is completed When DMA approves pre-auth...
Forum - 12/03/2018
... do pretty good but sometimes they are off. Our position is that it is the responsibility of the service advisor to be sure the ticket is coded and paid correctly. If the tech helps, fine, but the advisor is responsible to verify that it is correct. If...
Forum - 01/08/2019
... labor operations are published for each side then they must be used to submit two separate lines. Service management authorization is required on the job card for the repeat (pyramding) repair and technician comments must support the failures. To...
Forum - 12/18/2018
... four (4) maintenance visits within the first two years of ownership, consisting of the following services: ACDelco dexos1TM Full Synthetic Oil and ACDelco Oil Filter change Tire Rotation (see dealer and Owner’s Manual for details) Multi-Point...
Forum - 04/25/2018
... EV, and Malibu Hybrid for 8 years or 100,000 miles, whichever comes first, from the original in-service date of the vehicle, against warrantable repairs to the specific electric propulsion components of the vehicle. This warranty is for the Chevrolet...
Forum - 06/25/2018
... the code: Open up TIS on the computer used to program the vehicle. Select and start “Service Programming System (SPS).” Select “Settings.” Select “Warranty Claim Code” tab. ...
CSMT App Enhanced - 12/01/2021
A new version of the Certified Service Mobile Toolbox (CSMT) app is available for download. The app will automatically update if your device is set to “automatic updates,” if not, the update may be performed manually in the App Store (Apple)...
Empowerment: - 12/01/2021
... changes have been made to increase focus on those tools that strengthen customer retention in the service lane. It is important to note that not all of the tools are available in all states, or for use in a stop sale or recall situation. In...
Bolt EV/EUV Recall - 12/01/2021
... indicate that training and tool requirements have been met, restrictions are removed. The Service Agent Detail page in GWM provides record of implemented and removed restrictions. Restricted Model Code information is found on the “Other Items...
December 2021 Recall Update - 12/01/2021
... Rear Toe Link Separation: The bulletin has been updated to include revised parts, warranty, service procedure sections, as well as the addition of the customer letter. The recall affects certain 2010-16 Cadillac SRX and 2011-12 Saab 9-4x vehicles. Safety...
January 2022 Recall Update - 01/04/2022
... Rear Toe Link Separation: The recall has been updated to provide a revised warranty and service procedure sections. The bulletin involves certain 2010-16 Cadillac SRX and 2011-12 Saab 9-4x vehicles. Safety Recall N212343880-02 High Voltage Battery...
Simplifying Transportation Transactions - 02/23/2022
... call (888) 414-6322 for assistance with a transportation claim or reject. Follow the prompts for Service and New Vehicle Damage claims. It may sometimes be necessary to submit a transportation transaction, knowing that it will reject, so that the DBC...
Transmission Repair Clock Time - 01/27/2022
... with a transmission repair) must have a separate time punch, documentation to support, and service management authorization. Fifth Clock Time - If it comes to a fifth clock time, this may be time spent putting the transmission back together and back...
Reject of the Month - February 2022 - 01/27/2022
... Burnishing procedure. The vehicle had approximately 34,000 miles on the odometer at the time of service. The warranty administrator applied the Front Disc Brake Pads Replacement labor operation to the claim. Unfortunately, the warranty administrator...
Reject of the Month - October 2021 - 10/01/2021
... Management has been updated to restrict transaction types to the appropriate Business Unit. Service Contract transactions (ZSCT) may only be submitted when the appropriate Business Unit has been selected. Other transaction types, ZREG, ZSSP, ZPDI, ZPTI,...
Reject of the Month - September 2021 - 08/30/2021
... on the rear defroster circuit, they should also be replaced. A 2015 GMC Sierra was in the service department for the completion of the recall. The diagnosing technician ordered the rear sliding window assembly for the vehicle. Once the part came...
Breaking Down Emissions Warranty Coverage - 07/27/2021
... only have coverage of 5 years/50,000 miles, but it covers all Emission related repairs. Service Policies and Procedures Manual, Article 1.2.1, lists the states that have adopted California emissions regulations, including: California, New Jersey,...
Warranty Parts Center Process Requirements - 08/30/2021
... and the parts were not received within 21 days due to a transportation issue, Form A, found in Service Forms in GlobalConnect, must be completed and emailed to the WPC at warrantypartscenterusa@gm.com. This form must be sent within 21 days from the request...
Towing Limitations - 10/01/2021
... During the delivery process of the new vehicle, it should be explained to the customer that this service is free of charge up to the expiration of their Powertrain warranty. Customers can call, utilize their app, or push the blue OnStar button to arrange...
Field Action Status Change Form: CAM-03 - 10/01/2021
... Change Form must be completed. The CAM-03 Vehicle Recall Action Report is located in the Service Forms App in GlobalConnect and it is used to communicate reasons why the dealership is unable to complete a required Field Action assigned to the dealership....
Recalls - 10/26/2021
... may also submit a $600 administrative allowance for recall specific impacts to technician and service department throughput, Business Development Centers, high voltage battery handling and storage, tools and equipment, including forklifts and miscellaneous...
Merry Christmas from jlwarranty - 12/01/2021
... Warranty Help Cards, and the monthly releases of Warranty and the Technician/Warranty and the Service Advisor. The online Warranty Community continues to evolve and grow to provide members with the latest warranty resources. Log on to the community to...
Reject of the Month - May 2021 - 04/29/2021
... damage repairs from the oil loss would be covered by OLH, but not cleaning the PCV. After service management review of the repair procedure in SI, OLH was reduced by 0.3 hrs to account for the PCV cleaning. The transaction was resubmitted and accept...
March 2021 Recall Update - 02/25/2021
... that an internal fault with the brake system control module has been updated to include a revised service procedure. Safety Recall N202322230-01/N202322231-01/N202322232-01/N202322233-01/N202322234-01/N202322235-01 Seat Belt May Not Be Properly...
Certified Pre-Owned Warranty - 01/27/2021
... App Center). In the app, access “Program Operations” and click “Service Labor Time Codes” to determine if a repair/labor operation requires pre-approval. Enter the part name or labor operation in the “Find an Item”...
Pre-Repair Authorization - 07/27/2021
... well as include additional items that will require GM Pre-Repair Authorization via the Certified Service Mobile Toolbox (CSMT). The latest version was released on July 1, 2021 and now includes the addition of OEM/LPO Assist Steps and 2019-21 model...
Paint Blending/Tinting - 06/29/2021
... original concern. The lines may reject as a pyramid repair, however, and if that happens, service management approval is required with a signature, date, time, and explanation. With all paint claims, don’t forget to claim paint mix time and material...
July 2021 Recall Update - 06/29/2021
... Bag Takata Inflator PG6: The recall bulletin has been revised to update the Parts, Warranty, and Service Procedure. New labor codes are available for LD and HD vehicles as well as a new part number for the HD pickup front passenger airbag inflator kit...
PDI Accessories - 06/29/2021
... 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 revenue simply because they are not accounting for this additional time. A job card...
New Vehicle Inspections - 04/29/2021
... that may occur after the time of delivery. Under the STI Delivery Process, (for a participating service agent) GM has arranged for insurance on the vehicles while they are unattended. Carriers are to park vehicle(s) in a secure, predetermined location...
Severe Transportation Damage Guidelines - 04/29/2021
... damage will be repairable and others will not, based on FMVSS guidelines. GM will advise the Service Agent how to proceed with the claim. Bolt-on parts or replacement parts not requiring welding (i.e., wheels, tires, radios, batteries, glass, windshields,...
May 2021 Recall Update - 04/29/2021
... requires reprogramming of the ECM. Safety Recall N202325160-01 Battery Cable Short Circuit: The service procedure within the bulletin has been updated to include an inspection of the positive battery cable anti-rotation tab. The recall applies to 2021...
Wiring Repair Labor Operations and Required Additional Information - 05/26/2021
... routing view, including the grid location, the connector end view, or the locator view. In Service Information, the connector end view and locator view IDs are unique for each illustration. For harness routing views, a grid is included that provides...
Cause of Failure Procedures - 08/22/2022
... so it is important to keep the discussion going. The following statement is found within Service Policies and Procedures Manual, Article 6.2.4, and is worth sharing with your technicians regarding cause of failure documentation: This section should contain...
Reject of the Month - July 2022 - 06/20/2022
... compliance prior to submission (e.g. customer signature or compliant management authorization, service management authorization, time documentation, etc). Additionally, when naming attached files, specify what the files are, for example: sublet invoice,...
New Rental Policy Guidelines - 05/25/2022
... for your customer. When the negotiated daily rate exceeds program allowance, contact your District Service Manager (DVM) to let them know your unique circumstances after procuring the rental and getting your customer back on the road. The published standard...
Air Conditioning Guidelines - 05/25/2022
... oil) is used during the repair as called out in SI. There are multiple PAG oils released to service vehicles with R-1234yf. These oils cannot be mixed and are not interchangeable with GM’s Universal R-134a PAG oil. The parts department must...
June 2022 Recall Update - 05/25/2022
... side roof rail airbag may have had incompatible electrical terminals installed during offline service at the assembly plant. The recall affects approximately 23 vehicles. Emission Recall N212354170-02 DPF Regeneration Temperature: The recall has...
Missed Revenue - 05/25/2022
... dealer when expediting a part are not attached to support the reimbursement requests. Both the service and parts teams should be familiar with the policy requirements associated with claiming these charges. When attempting to claims costs associated...
Customer Concern Not Duplicated Labor Operations - 04/26/2022
... used on the dealers’ stock vehicles, new or used. Customer concerns that may be addressed by service management without the involvement of a skilled technician are not eligible for CCND reimbursement. Technicians must be properly trained in the...
More on Transportation Claims - 03/28/2022
... panel, corner/center post, frame, any damage requiring welding, or substantial frame damage. Service managers should be involved in all transportation damage suspected of being extensive. Complete the walk-around inspection noting all damage on the delivery...
November2022 Recall Update - 10/28/2022
... recall bulletin has been revised to include a copy of the customer letter and provide a revised service procedure. The recall affects certain 2022-23 Chevrolet Equinox and 2022 GMC Terrain vehicles. Customer Satisfaction Recall N222379820 Essential...
... and the parts were not received within 21 days due to a transportation issue, Form A, found in Service Forms in GlobalConnect, must be completed and emailed to the WPC at warrantypartscenterusa@gm.com. This form must be sent within 21 days from the request...
Towing Limitations - 10/01/2021
... During the delivery process of the new vehicle, it should be explained to the customer that this service is free of charge up to the expiration of their Powertrain warranty. Customers can call, utilize their app, or push the blue OnStar button to arrange...
Field Action Status Change Form: CAM-03 - 10/01/2021
... Change Form must be completed. The CAM-03 Vehicle Recall Action Report is located in the Service Forms App in GlobalConnect and it is used to communicate reasons why the dealership is unable to complete a required Field Action assigned to the dealership....
Recalls - 10/26/2021
... may also submit a $600 administrative allowance for recall specific impacts to technician and service department throughput, Business Development Centers, high voltage battery handling and storage, tools and equipment, including forklifts and miscellaneous...
Merry Christmas from jlwarranty - 12/01/2021
... Warranty Help Cards, and the monthly releases of Warranty and the Technician/Warranty and the Service Advisor. The online Warranty Community continues to evolve and grow to provide members with the latest warranty resources. Log on to the community to...
Reject of the Month - May 2021 - 04/29/2021
... damage repairs from the oil loss would be covered by OLH, but not cleaning the PCV. After service management review of the repair procedure in SI, OLH was reduced by 0.3 hrs to account for the PCV cleaning. The transaction was resubmitted and accept...
March 2021 Recall Update - 02/25/2021
... that an internal fault with the brake system control module has been updated to include a revised service procedure. Safety Recall N202322230-01/N202322231-01/N202322232-01/N202322233-01/N202322234-01/N202322235-01 Seat Belt May Not Be Properly...
Certified Pre-Owned Warranty - 01/27/2021
... App Center). In the app, access “Program Operations” and click “Service Labor Time Codes” to determine if a repair/labor operation requires pre-approval. Enter the part name or labor operation in the “Find an Item”...
Pre-Repair Authorization - 07/27/2021
... well as include additional items that will require GM Pre-Repair Authorization via the Certified Service Mobile Toolbox (CSMT). The latest version was released on July 1, 2021 and now includes the addition of OEM/LPO Assist Steps and 2019-21 model...
Paint Blending/Tinting - 06/29/2021
... original concern. The lines may reject as a pyramid repair, however, and if that happens, service management approval is required with a signature, date, time, and explanation. With all paint claims, don’t forget to claim paint mix time and material...
July 2021 Recall Update - 06/29/2021
... Bag Takata Inflator PG6: The recall bulletin has been revised to update the Parts, Warranty, and Service Procedure. New labor codes are available for LD and HD vehicles as well as a new part number for the HD pickup front passenger airbag inflator kit...
PDI Accessories - 06/29/2021
... 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 revenue simply because they are not accounting for this additional time. A job card...
New Vehicle Inspections - 04/29/2021
... that may occur after the time of delivery. Under the STI Delivery Process, (for a participating service agent) GM has arranged for insurance on the vehicles while they are unattended. Carriers are to park vehicle(s) in a secure, predetermined location...
Severe Transportation Damage Guidelines - 04/29/2021
... damage will be repairable and others will not, based on FMVSS guidelines. GM will advise the Service Agent how to proceed with the claim. Bolt-on parts or replacement parts not requiring welding (i.e., wheels, tires, radios, batteries, glass, windshields,...
May 2021 Recall Update - 04/29/2021
... requires reprogramming of the ECM. Safety Recall N202325160-01 Battery Cable Short Circuit: The service procedure within the bulletin has been updated to include an inspection of the positive battery cable anti-rotation tab. The recall applies to 2021...
Wiring Repair Labor Operations and Required Additional Information - 05/26/2021
... routing view, including the grid location, the connector end view, or the locator view. In Service Information, the connector end view and locator view IDs are unique for each illustration. For harness routing views, a grid is included that provides...
Cause of Failure Procedures - 08/22/2022
... so it is important to keep the discussion going. The following statement is found within Service Policies and Procedures Manual, Article 6.2.4, and is worth sharing with your technicians regarding cause of failure documentation: This section should contain...
Reject of the Month - July 2022 - 06/20/2022
... compliance prior to submission (e.g. customer signature or compliant management authorization, service management authorization, time documentation, etc). Additionally, when naming attached files, specify what the files are, for example: sublet invoice,...
New Rental Policy Guidelines - 05/25/2022
... for your customer. When the negotiated daily rate exceeds program allowance, contact your District Service Manager (DVM) to let them know your unique circumstances after procuring the rental and getting your customer back on the road. The published standard...
Air Conditioning Guidelines - 05/25/2022
... oil) is used during the repair as called out in SI. There are multiple PAG oils released to service vehicles with R-1234yf. These oils cannot be mixed and are not interchangeable with GM’s Universal R-134a PAG oil. The parts department must...
June 2022 Recall Update - 05/25/2022
... side roof rail airbag may have had incompatible electrical terminals installed during offline service at the assembly plant. The recall affects approximately 23 vehicles. Emission Recall N212354170-02 DPF Regeneration Temperature: The recall has...
Missed Revenue - 05/25/2022
... dealer when expediting a part are not attached to support the reimbursement requests. Both the service and parts teams should be familiar with the policy requirements associated with claiming these charges. When attempting to claims costs associated...
Customer Concern Not Duplicated Labor Operations - 04/26/2022
... used on the dealers’ stock vehicles, new or used. Customer concerns that may be addressed by service management without the involvement of a skilled technician are not eligible for CCND reimbursement. Technicians must be properly trained in the...
More on Transportation Claims - 03/28/2022
... panel, corner/center post, frame, any damage requiring welding, or substantial frame damage. Service managers should be involved in all transportation damage suspected of being extensive. Complete the walk-around inspection noting all damage on the delivery...
November2022 Recall Update - 10/28/2022
... recall bulletin has been revised to include a copy of the customer letter and provide a revised service procedure. The recall affects certain 2022-23 Chevrolet Equinox and 2022 GMC Terrain vehicles. Customer Satisfaction Recall N222379820 Essential...
Rental Reimbursement - 11/21/2022
... to get the 3rd party rental agency to work with you on daily rental pricing, contact your District Service Manager (DVM) via email after you have put your customer in their needed rental vehicle. The CTP program allows for daily rental reimbursement...
Transportation Claims and Related Damage - 09/26/2022
... photographs of any related damage to support the claim and subsequent repair are necessary. The Service Policies & Procedures Manual - Transportation, Vehicle Storage and PDI Policy has this example: A Delivery Receipt was noted with exception 22025...
February 2023 Recall Update - 01/24/2023
... 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 1500 New, Traverse, GMC Sierra 1500...
The Letter of Notification (LON) - 01/04/2023
... Maintain a copy of the LON with the job card. A copy of the LON is available in the Service P&P Manual-Transportation, Vehicle Storage, and PDI Policy Article 1.1.5....
Empowerment Limits - 01/04/2023
... approach with the agreement that claims will follow warranty terms and comply with Service Policies and Procedures....
Transportation Panel Replacement Labor Operations - 02/28/2023
... vehicle” means vehicles that have not been sold, titled, registered, or in-use, or service. Labor operations for panels damaged during transport that require replacement are found in the Labor Time Guide under the General Information tab. Select...
Reject of the Month - March 2023 - 02/28/2023
... part group 08.800-08.999 are general fluids, lubricants, sealers, nuts, and bolts. Review of the service procedure in SI may provide additional details in support of the above two seals as well as communicating further with the technician. The...
Forum - 07/07/2022
... the wheel with a new crew. On the dealer level, it has become a nightmare for parts and service to navigate. My biggest concern going forward is that the two manufacturers tend to copy each other, a lot. ...
Forum - 08/01/2022
... on this document and I just got a reply. It does appear they botched the opcodes for CBG CPO services. Again, I am not sure they will be happy about posting my replies here but this is what they sent me. Please take this into consideration when you are...
Forum - 07/27/2022
Due to the upcoming change scheduled for 8/1 on the pricing for maintenance services GM is busy screwing everything up. They are modifying global and the tables to accommodate the new allowances and in the process they are causing massive rejections on...
Forum - 12/12/2022
... have parts manually adust the pricing and we had basically what I would call a menu price on the service labor. We flag 0.6 for the tech at a price of $15.00 and then parts gets the rest. This caused a lot of issues though with the manual adjustments...
Forum - 03/08/2023
... parts warranty etc. If the proper authorizations are not present I tag them and return them to the service lane to be rectified I will perform small tasks to help like printing a workbench or fixing an opcode or paid labor if the ticket is not...
Forum - 03/21/2023
... and the operation code used for that part and all other work will need to be signed off on by the service manager as excessive parts and other hours for consequential damage to the heater core failure and he should explain how each was damaged/affected...
Forum - 05/19/2023
... INSTALLED)) for 1.0 hrs to the PDI - Dealer Installed - Factory Invoiced Options document in Service Information. This will be visible to the technician in the near future. Thank you, GM Labor Time Team I was able to submit my claim with the 1.0 ...
Concern Not Duplicated Labor Operations - 02/26/2024
... can’t be used in conjunction with a repair labor operation of the same group. Additionally: Service advisors must document on the job card the circumstances leading to the use of the CCND labor operation. Published labor time is the maximum time...
GM Accessories Employee Discount Program - 01/29/2024
... and included on the vehicle’s window label and invoice), GM Genuine Parts, ACDelco parts, service parts, or Performance Parts. The program is in effect until January 4, 2025....
Field Action Vehicle Status Change Form (CAM03) - 03/23/2024
... address/telephone number change for the current owner. The CAM-03 form is available in the Service Forms app within the General Information tab. The form is designed for electronic submission. Once complete it should be emailed with photos and...
Start the Year Off Strong - 12/26/2023
... Claim Code, or supporting job card / invoice for a part warranty transaction. Coach the service advisor and technician team on the importance of reviewing IVH to make sure that the field action is open and hasn’t be previously performed,...
Warranty Administrator Tips - 10/25/2023
... the vehicle can go back to the repairing technician for resolution before the vehicle leaves the service department. All engine and transmission repairs also go directly to the warranty administrator for review, making sure the old and new serial...
Reducing Rejected Transactions - 11/29/2023
... Management. Go to the Analyze Warranty tab then select View Warranty Analysis Reports. Under Service Agent Reports, select Summary by Reject Reasons. Listed will be the reject reason description and to the far right, the number of times that reject has...
Merry Christmas from jlwarranty - 11/29/2023
... Warranty Help Cards, and the monthly releases of Warranty and the Technician/Warranty and the Service Advisor. The online Warranty Community continues to evolve and grow to provide members with the latest warranty resources. Log on to the community to...
Shop Supplies and Waste Disposal Fees - 05/23/2023
... charges Crates used for engines and transmissions Sealants used as a gasket and prescribed by a service manual procedure or bulletin are eligible for reimbursement. When submitting a transaction, dealers are to use the GM part number (if applicable),...
Powertrain Components and Part Warranty - 03/23/2023
... all consumer directed warranties. There is a GM Powertrain Warranty Form in GlobalConnect in the Service Forms app. It can be found in the Engine/Propulsion tab. Other warranty forms may be found in the Parts and Accessories Policies and Procedures Manual....
Policy Repair Exceptions - 08/29/2023
... total warranty repair cost and the agreed amount of Policy assistance is entered in the Customer/Service Agent Participation field of the transaction. Reminder: The total GM Policy assistance must never exceed the total repair cost at warranty...
Year End Submission - 10/25/2023
... was reduced to GM labour file time. N/A In those cases, the reject cannot be authorized by the Service Agent or Wholesale. It must be corrected and resubmitted. ...
... to get the 3rd party rental agency to work with you on daily rental pricing, contact your District Service Manager (DVM) via email after you have put your customer in their needed rental vehicle. The CTP program allows for daily rental reimbursement...
Transportation Claims and Related Damage - 09/26/2022
... photographs of any related damage to support the claim and subsequent repair are necessary. The Service Policies & Procedures Manual - Transportation, Vehicle Storage and PDI Policy has this example: A Delivery Receipt was noted with exception 22025...
February 2023 Recall Update - 01/24/2023
... 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 1500 New, Traverse, GMC Sierra 1500...
The Letter of Notification (LON) - 01/04/2023
... Maintain a copy of the LON with the job card. A copy of the LON is available in the Service P&P Manual-Transportation, Vehicle Storage, and PDI Policy Article 1.1.5....
Empowerment Limits - 01/04/2023
... approach with the agreement that claims will follow warranty terms and comply with Service Policies and Procedures....
Transportation Panel Replacement Labor Operations - 02/28/2023
... vehicle” means vehicles that have not been sold, titled, registered, or in-use, or service. Labor operations for panels damaged during transport that require replacement are found in the Labor Time Guide under the General Information tab. Select...
Reject of the Month - March 2023 - 02/28/2023
... part group 08.800-08.999 are general fluids, lubricants, sealers, nuts, and bolts. Review of the service procedure in SI may provide additional details in support of the above two seals as well as communicating further with the technician. The...
Forum - 07/07/2022
... the wheel with a new crew. On the dealer level, it has become a nightmare for parts and service to navigate. My biggest concern going forward is that the two manufacturers tend to copy each other, a lot. ...
Forum - 08/01/2022
... on this document and I just got a reply. It does appear they botched the opcodes for CBG CPO services. Again, I am not sure they will be happy about posting my replies here but this is what they sent me. Please take this into consideration when you are...
Forum - 07/27/2022
Due to the upcoming change scheduled for 8/1 on the pricing for maintenance services GM is busy screwing everything up. They are modifying global and the tables to accommodate the new allowances and in the process they are causing massive rejections on...
Forum - 12/12/2022
... have parts manually adust the pricing and we had basically what I would call a menu price on the service labor. We flag 0.6 for the tech at a price of $15.00 and then parts gets the rest. This caused a lot of issues though with the manual adjustments...
Forum - 03/08/2023
... parts warranty etc. If the proper authorizations are not present I tag them and return them to the service lane to be rectified I will perform small tasks to help like printing a workbench or fixing an opcode or paid labor if the ticket is not...
Forum - 03/21/2023
... and the operation code used for that part and all other work will need to be signed off on by the service manager as excessive parts and other hours for consequential damage to the heater core failure and he should explain how each was damaged/affected...
Forum - 05/19/2023
... INSTALLED)) for 1.0 hrs to the PDI - Dealer Installed - Factory Invoiced Options document in Service Information. This will be visible to the technician in the near future. Thank you, GM Labor Time Team I was able to submit my claim with the 1.0 ...
Concern Not Duplicated Labor Operations - 02/26/2024
... can’t be used in conjunction with a repair labor operation of the same group. Additionally: Service advisors must document on the job card the circumstances leading to the use of the CCND labor operation. Published labor time is the maximum time...
GM Accessories Employee Discount Program - 01/29/2024
... and included on the vehicle’s window label and invoice), GM Genuine Parts, ACDelco parts, service parts, or Performance Parts. The program is in effect until January 4, 2025....
Field Action Vehicle Status Change Form (CAM03) - 03/23/2024
... address/telephone number change for the current owner. The CAM-03 form is available in the Service Forms app within the General Information tab. The form is designed for electronic submission. Once complete it should be emailed with photos and...
Start the Year Off Strong - 12/26/2023
... Claim Code, or supporting job card / invoice for a part warranty transaction. Coach the service advisor and technician team on the importance of reviewing IVH to make sure that the field action is open and hasn’t be previously performed,...
Warranty Administrator Tips - 10/25/2023
... the vehicle can go back to the repairing technician for resolution before the vehicle leaves the service department. All engine and transmission repairs also go directly to the warranty administrator for review, making sure the old and new serial...
Reducing Rejected Transactions - 11/29/2023
... Management. Go to the Analyze Warranty tab then select View Warranty Analysis Reports. Under Service Agent Reports, select Summary by Reject Reasons. Listed will be the reject reason description and to the far right, the number of times that reject has...
Merry Christmas from jlwarranty - 11/29/2023
... Warranty Help Cards, and the monthly releases of Warranty and the Technician/Warranty and the Service Advisor. The online Warranty Community continues to evolve and grow to provide members with the latest warranty resources. Log on to the community to...
Shop Supplies and Waste Disposal Fees - 05/23/2023
... charges Crates used for engines and transmissions Sealants used as a gasket and prescribed by a service manual procedure or bulletin are eligible for reimbursement. When submitting a transaction, dealers are to use the GM part number (if applicable),...
Powertrain Components and Part Warranty - 03/23/2023
... all consumer directed warranties. There is a GM Powertrain Warranty Form in GlobalConnect in the Service Forms app. It can be found in the Engine/Propulsion tab. Other warranty forms may be found in the Parts and Accessories Policies and Procedures Manual....
Policy Repair Exceptions - 08/29/2023
... total warranty repair cost and the agreed amount of Policy assistance is entered in the Customer/Service Agent Participation field of the transaction. Reminder: The total GM Policy assistance must never exceed the total repair cost at warranty...
Year End Submission - 10/25/2023
... was reduced to GM labour file time. N/A In those cases, the reject cannot be authorized by the Service Agent or Wholesale. It must be corrected and resubmitted. ...
Accessory Catalog Offerings - 06/26/2023
... sale and adds the warranty. The transaction type to add the accessories is ZSET. Select the “Service Agent Installed Option” radio button with the transaction submission. The labor operations may be found in the General Information/Dealer...
Technician Documentation Requirements - 08/29/2023
... to justify replacement, as opposed to repair. Cost comparison worksheets are available in Service Forms. Parts pricing printouts are also acceptable. Old and new engine and transmission serial numbers. ...
Technician Documentation Requirements - 08/29/2023
... to justify replacement, as opposed to repair. Cost comparison worksheets are available in Service Forms. Parts pricing printouts are also acceptable. Old and new engine and transmission serial numbers. ...
Pre-Repair Authorization - 08/29/2023
... in mid-August to include a new component that became available for GM PRA via the Certified Service Mobile Toolbox (CSMT) app on August 21, 2023. *2022-Current Model Year IP Extension/Upper Trim Panel. The associated labor operations: 1032590,...
August 2023 Recall Update - 07/25/2023
... Cruise and Surround Vision System Activation: The recall procedure has been revised to update the service procedure. Certain 2023 Cadillac LYRIQ vehicles are included in the recall population. Special Coverage N232395300 Evaporative Emissions Purge Valve:...
Product Field Action Working Capital Assistance Program - 06/26/2019
... to used vehicles in inventory for those line-makes that the dealer is authorized to sell and service new vehicles at the location, and that are subject to a stop sale/stop delivery order issued on or after 10/1/2016, and where replacement parts or a...
Chemical Spotting and Rail Dust - 07/30/2019
... resulting from rail transportation or storage of the vehicle at or near a rail yard or rail line. Service management is to ensure that a detailed explanation of the condition is recorded on the job card and the condition is promptly repaired. Submit...
Claiming Parts Expediting - 08/27/2019
... 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 GM warranty period. Parts ordered in a standard...
Strategy Based Diagnostics - 08/27/2019
... documentation and OLH time documentation must be separate. Additionally, OLH must be authorized by service management prior to transaction submission. If the time is over the dealership’s empowerment (typically 0.5) the transaction must be GM authorized....
Accuracy - 09/24/2019
... error - unpaid or charged back warranty claims. Beginning at job card 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...
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...
Scrapping Parts & Creating a Parts Scrapping Report - 05/29/2019
... can be found in the Warranty Administration Resource Center app, found in the Global Connect Service Department homepage. Once the app is opened, go to the Training tab and select the arrow to the left of Global Warranty Management System Training Modules....
Air Conditioning Guidelines - 04/22/2019
... oil) is used during the repair as called out in SI. There are multiple PAG oils released to service vehicles with R-1234yf. These oils cannot be mixed and are not interchangeable with GM’s Universal R-134a PAG oil. The parts department must...
June 2019 Recall Update - 05/29/2019
... are included in the recall program. The bulletin has been updated to provide a revision to the service procedure. The condition outlined in the bulletin only exists in lower control arms produced at a specific facility. Control arms produced at other...
April 2019 Recall Update - 03/27/2019
Safety Recall 15595B: Loss of Steering Assist: The bulletin has been revised to include an update to the parts list, service procedure, and labor time changes in the warranty information section. The recall affects certain 2015 Chevrolet Colorado and...
Panel and Rust Through Repairs - 08/20/2018
... may support the repairs made if a transaction rejects for exceeding the straight time limit. Service management must approve every straight time repair with their signature, date, time, and explanation before the transaction is submitted to GM. Both...
Dealer empowerment program - 10/24/2018
... are indicated by selecting the appropriate radio button at transaction submission as well as with service management authorization for the out of warranty repair. Policy flag Goodwill: Goodwill assistance expenditures are made to satisfy the...
Employee Discount Program - 10/23/2018
All salaried and hourly GM employees have received an additional five unique Certified Service GM Employee Discount authorizations that are valid through December 31, 2018. The authorizations may be used on their own vehicles or they may be shared with...
December 2018 Recall Update - 11/29/2018
... The recall bulletin has been revised to include the rear seatbelt retractor replacement in the service procedure section and to include a copy of the customer notification letter. The recall population includes certain 2018-19 Cadillac CT6, Escalade...
Authorization Updates - 01/21/2019
Service management authorization requirements have been updated, effective with job cards dated on or after January 15, 2019, unless otherwise previously announced. The updates are intended to reduce and simplify the manager’s workload. Separate ...
January 2019 Recall Update - 12/19/2018
... Camaro vehicles. The parts section now clarifies the shelf life of the wax, how many vehicles are serviced by a can of wax, and how to charge the wax out on the job card. Emission Recall 18239-01: ECM Circuit Board Connection Failure: The bulletin...
Reject of the Month - 01/21/2019
... all dangerous goods shipping regulations, including shipping with Central Transport. The service manager discussed the claim with the WSC, and determined that the issue was due to fuel remaining in the components returned to the WPC. After review,...
Claim Pre-Approval Request Form - 01/21/2019
... category options. The newly added check boxes include: Policy on vehicle with aftermarket service contract, Policy on buyback vehicles, CPO restricted labor operation repair, and Blocked warranty repair. These four new options have been added to...
Recall Notes - 01/28/2020
... letters were sent out to vehicle owners in November 2019 advising them to contact their local service department for the recall repair. Upon completion, the owner may visit the redemption website: www.takatarepair.com/50 to submit an application for...
Recall Tip - 02/27/2020
... hrs labor) to close recall N192261050. If only one of the recall bulletins is open at the time of service, proceed with the reprogramming as described within the bulletin. If the correct calibration has already been programmed into the EBCM, SPS will...
... sale and adds the warranty. The transaction type to add the accessories is ZSET. Select the “Service Agent Installed Option” radio button with the transaction submission. The labor operations may be found in the General Information/Dealer...
Technician Documentation Requirements - 08/29/2023
... to justify replacement, as opposed to repair. Cost comparison worksheets are available in Service Forms. Parts pricing printouts are also acceptable. Old and new engine and transmission serial numbers. ...
Technician Documentation Requirements - 08/29/2023
... to justify replacement, as opposed to repair. Cost comparison worksheets are available in Service Forms. Parts pricing printouts are also acceptable. Old and new engine and transmission serial numbers. ...
Pre-Repair Authorization - 08/29/2023
... in mid-August to include a new component that became available for GM PRA via the Certified Service Mobile Toolbox (CSMT) app on August 21, 2023. *2022-Current Model Year IP Extension/Upper Trim Panel. The associated labor operations: 1032590,...
August 2023 Recall Update - 07/25/2023
... Cruise and Surround Vision System Activation: The recall procedure has been revised to update the service procedure. Certain 2023 Cadillac LYRIQ vehicles are included in the recall population. Special Coverage N232395300 Evaporative Emissions Purge Valve:...
Product Field Action Working Capital Assistance Program - 06/26/2019
... to used vehicles in inventory for those line-makes that the dealer is authorized to sell and service new vehicles at the location, and that are subject to a stop sale/stop delivery order issued on or after 10/1/2016, and where replacement parts or a...
Chemical Spotting and Rail Dust - 07/30/2019
... resulting from rail transportation or storage of the vehicle at or near a rail yard or rail line. Service management is to ensure that a detailed explanation of the condition is recorded on the job card and the condition is promptly repaired. Submit...
Claiming Parts Expediting - 08/27/2019
... 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 GM warranty period. Parts ordered in a standard...
Strategy Based Diagnostics - 08/27/2019
... documentation and OLH time documentation must be separate. Additionally, OLH must be authorized by service management prior to transaction submission. If the time is over the dealership’s empowerment (typically 0.5) the transaction must be GM authorized....
Accuracy - 09/24/2019
... error - unpaid or charged back warranty claims. Beginning at job card 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...
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...
Scrapping Parts & Creating a Parts Scrapping Report - 05/29/2019
... can be found in the Warranty Administration Resource Center app, found in the Global Connect Service Department homepage. Once the app is opened, go to the Training tab and select the arrow to the left of Global Warranty Management System Training Modules....
Air Conditioning Guidelines - 04/22/2019
... oil) is used during the repair as called out in SI. There are multiple PAG oils released to service vehicles with R-1234yf. These oils cannot be mixed and are not interchangeable with GM’s Universal R-134a PAG oil. The parts department must...
June 2019 Recall Update - 05/29/2019
... are included in the recall program. The bulletin has been updated to provide a revision to the service procedure. The condition outlined in the bulletin only exists in lower control arms produced at a specific facility. Control arms produced at other...
April 2019 Recall Update - 03/27/2019
Safety Recall 15595B: Loss of Steering Assist: The bulletin has been revised to include an update to the parts list, service procedure, and labor time changes in the warranty information section. The recall affects certain 2015 Chevrolet Colorado and...
Panel and Rust Through Repairs - 08/20/2018
... may support the repairs made if a transaction rejects for exceeding the straight time limit. Service management must approve every straight time repair with their signature, date, time, and explanation before the transaction is submitted to GM. Both...
Dealer empowerment program - 10/24/2018
... are indicated by selecting the appropriate radio button at transaction submission as well as with service management authorization for the out of warranty repair. Policy flag Goodwill: Goodwill assistance expenditures are made to satisfy the...
Employee Discount Program - 10/23/2018
All salaried and hourly GM employees have received an additional five unique Certified Service GM Employee Discount authorizations that are valid through December 31, 2018. The authorizations may be used on their own vehicles or they may be shared with...
December 2018 Recall Update - 11/29/2018
... The recall bulletin has been revised to include the rear seatbelt retractor replacement in the service procedure section and to include a copy of the customer notification letter. The recall population includes certain 2018-19 Cadillac CT6, Escalade...
Authorization Updates - 01/21/2019
Service management authorization requirements have been updated, effective with job cards dated on or after January 15, 2019, unless otherwise previously announced. The updates are intended to reduce and simplify the manager’s workload. Separate ...
January 2019 Recall Update - 12/19/2018
... Camaro vehicles. The parts section now clarifies the shelf life of the wax, how many vehicles are serviced by a can of wax, and how to charge the wax out on the job card. Emission Recall 18239-01: ECM Circuit Board Connection Failure: The bulletin...
Reject of the Month - 01/21/2019
... all dangerous goods shipping regulations, including shipping with Central Transport. The service manager discussed the claim with the WSC, and determined that the issue was due to fuel remaining in the components returned to the WPC. After review,...
Claim Pre-Approval Request Form - 01/21/2019
... category options. The newly added check boxes include: Policy on vehicle with aftermarket service contract, Policy on buyback vehicles, CPO restricted labor operation repair, and Blocked warranty repair. These four new options have been added to...
Recall Notes - 01/28/2020
... letters were sent out to vehicle owners in November 2019 advising them to contact their local service department for the recall repair. Upon completion, the owner may visit the redemption website: www.takatarepair.com/50 to submit an application for...
Recall Tip - 02/27/2020
... hrs labor) to close recall N192261050. If only one of the recall bulletins is open at the time of service, proceed with the reprogramming as described within the bulletin. If the correct calibration has already been programmed into the EBCM, SPS will...
Warranty Parts Center Paperwork - 02/27/2020
... any documentation regarding GM representative involvement such as the Field Service Engineer, Brand Quality Manager, or District Manager Aftersales. Last year GM updated bulletin 99-00-89-019 and one of the updates involves customer personal data and...
Pre-Repair Authorization - 10/23/2019
... added to the list. The component replacements all require prior approval through the Certified Service Mobile Toolbox (CSMT) app. It is not necessary to obtain pre-repair authorization when repairing a component or when replacing a sub-component, replacing...
Warranty Analysis Reports - 10/23/2019
... viewing your average warranty transaction payment period? Select the Average Payment Period from Service Agent Reports where data may be displayed in a 12-month or 24-month period. The report shows the average time it takes from repair completion to...
Diagnostic Time Self Review - 01/03/2020
... an action plan to resolve those concerns. The plan of action may be to work with the service manager to educate technicians on the importance of documentation or identifying why a specific technician consistently requests full diagnostic time with...
Some Warranty Parts Center Process Requirements - 12/02/2019
... and the parts were not received within 21 days due to a transportation issue, Form A, found in Service Forms in GlobalConnect, must be completed and emailed to the WPC at warrantypartscenterusa@gm.com. This form must be sent within 21 days from the request...
Warranty Analysis - 01/03/2020
... credentials do not allow access to the tools available in the Analyze Warranty tab, work with service management to print or export the reports for analysis. ...
Battery Transaction Requirements - 11/25/2020
... Code in the field. The reimbursement check number must be documented on the job card and the service agent must retain the customer’s original paid receipt/invoice. Batteries on connected vehicles that require replacement due to SAC001/Red...
NOVEMBER 2020 RECALL UPDATE - 10/27/2020
... pump belt. Special Coverage A192219310-01 Radiator Leaks-Maven Vehicles: The parts table and service procedure has been updated in the special coverage bulletin. Certain 2015-19 Chevrolet Trax vehicles are included in the program. Emission...
Reject of the Month - September 2020 - 08/25/2020
3 C's: Review of recent Mail Out Reviews have shown that 3 C’s continue to raise issue with GMAS (GM Audit Services). Documentation that is not supportive, incomplete, or simply missing is subject to debit. Additionally, instances where documentation...
September 2020 Recall Update - 08/25/2020
... Refrigerant Leak: The special coverage bulletin has been updated to reflect the revised service procedure for the air conditioning condenser replacement, revised labor times, and most recently additional part ordering information. The labor time now...
CSMT PRA Process - 09/22/2020
... Authorization. Best Practice: Take photos of the issue while the vehicle and customer are in the service drive. The CSMT PRA process is not to be confused with the Claim Pre-Approval process through the Aftersales Empowerment portal or the Tire PRA...
Reject of the Month - July 2020 - 06/23/2020
... the allowance for labor code xxxxxxx and error code 122: This transaction was reviewed by a GM Service Manager and rejected. The WSC agent required review of the job card and OLH punch times. The following concerns were noted with the reject: the “out”...
Parts Retention - 05/29/2020
... of the key points in the Required Operating Procedures bulletin outlining key GM requirements for service operations. If parts are not where they are supposed to be in your parts department, your entire transaction can and most likely will be charge...
Reject of the Month - June 2020 - 05/29/2020
... 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 was missing. Or in some cases the part cannot be returned, at which point the...
Incompatible Part - 06/23/2020
... 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 part is not compatible to the labor operation and...
Reject of the Month - 03/26/2018
... net item field of the transaction. Once the transaction had been submitted and rejected, the service manager contacted the Major Damage Liaison to review and process the transportation damage for payment. ...
New Pilot Program Restricting Certain Labor Operations for Certain Zones - 01/22/2018
... consideration, photos and required job card information will need to be sent to the WSC by service management using a new application that is smart phone friendly. Requests will be reviewed by the WSC and a decision will be provided back to dealers within...
June 2018 Recall Update - 05/22/2018
... Recall 17405-01 Incorrect Catalytic Converter: The parts information section within the Service Procedure has been revised with the latest version of the bulletin. The recall affects certain 2018 Cadillac XTS vehicles. Special Coverage 17469 Fuel Leaks...
Repair Time Overlap - 05/22/2018
... a fair time should be. Your technicians should be consulted in making that determination and the service manager is ultimately responsible for the reasonableness of the time claimed....
Associated Accessories - 05/22/2018
... complete assembly by the Associated Accessories Manufacturer, include the manufacturer name, the service part name or GM part number. The Associated Accessory GM Part Number must be entered in the Reference Number field of the GWM transaction. Reimbursement...
Sublet Repair Compliancy - 06/25/2018
... and/or the distance towed. Tow charges must be reasonable and customary for the dealership’s service area and the distance towed. Charges are not to be based on dealer’s labor rates. Most dealership’s towing limit is $130.00. Any amount...
The Product Field Action Vehicle Report (CAM-03) form - 07/23/2018
... date were not processed and returned to the dealer. The new CAM-03 form is available in the Service Forms app within the General Information tab. The new form is designed for electronic submission with a “Click to Email” button at the...
Air Conditioning Season - 04/23/2018
... oil) is used during the repair as called out in SI. There are multiple PAG oils released to service vehicles with R-1234yf. These oils cannot be mixed and are not interchangeable with GM’s Universal R-134a PAG oil. The parts department must...
Policy Evaluation Tool - 09/27/2017
... focuses on the customer’s total GM engagement (e.g. new/used vehicle purchase history, service history), not just the vehicle’s age or mileage. Because PET focuses on the customer, not the individual repair, participation is calculated based...
Important Documents - Bulletins - 10/24/2017
... base. With the bulletin number you are easily able to pull the most recent version from Service Information in GlobalConnect. From SI, select the binocular icon to find a document by its ID, bulletin or campaign # in number search....
... any documentation regarding GM representative involvement such as the Field Service Engineer, Brand Quality Manager, or District Manager Aftersales. Last year GM updated bulletin 99-00-89-019 and one of the updates involves customer personal data and...
Pre-Repair Authorization - 10/23/2019
... added to the list. The component replacements all require prior approval through the Certified Service Mobile Toolbox (CSMT) app. It is not necessary to obtain pre-repair authorization when repairing a component or when replacing a sub-component, replacing...
Warranty Analysis Reports - 10/23/2019
... viewing your average warranty transaction payment period? Select the Average Payment Period from Service Agent Reports where data may be displayed in a 12-month or 24-month period. The report shows the average time it takes from repair completion to...
Diagnostic Time Self Review - 01/03/2020
... an action plan to resolve those concerns. The plan of action may be to work with the service manager to educate technicians on the importance of documentation or identifying why a specific technician consistently requests full diagnostic time with...
Some Warranty Parts Center Process Requirements - 12/02/2019
... and the parts were not received within 21 days due to a transportation issue, Form A, found in Service Forms in GlobalConnect, must be completed and emailed to the WPC at warrantypartscenterusa@gm.com. This form must be sent within 21 days from the request...
Warranty Analysis - 01/03/2020
... credentials do not allow access to the tools available in the Analyze Warranty tab, work with service management to print or export the reports for analysis. ...
Battery Transaction Requirements - 11/25/2020
... Code in the field. The reimbursement check number must be documented on the job card and the service agent must retain the customer’s original paid receipt/invoice. Batteries on connected vehicles that require replacement due to SAC001/Red...
NOVEMBER 2020 RECALL UPDATE - 10/27/2020
... pump belt. Special Coverage A192219310-01 Radiator Leaks-Maven Vehicles: The parts table and service procedure has been updated in the special coverage bulletin. Certain 2015-19 Chevrolet Trax vehicles are included in the program. Emission...
Reject of the Month - September 2020 - 08/25/2020
3 C's: Review of recent Mail Out Reviews have shown that 3 C’s continue to raise issue with GMAS (GM Audit Services). Documentation that is not supportive, incomplete, or simply missing is subject to debit. Additionally, instances where documentation...
September 2020 Recall Update - 08/25/2020
... Refrigerant Leak: The special coverage bulletin has been updated to reflect the revised service procedure for the air conditioning condenser replacement, revised labor times, and most recently additional part ordering information. The labor time now...
CSMT PRA Process - 09/22/2020
... Authorization. Best Practice: Take photos of the issue while the vehicle and customer are in the service drive. The CSMT PRA process is not to be confused with the Claim Pre-Approval process through the Aftersales Empowerment portal or the Tire PRA...
Reject of the Month - July 2020 - 06/23/2020
... the allowance for labor code xxxxxxx and error code 122: This transaction was reviewed by a GM Service Manager and rejected. The WSC agent required review of the job card and OLH punch times. The following concerns were noted with the reject: the “out”...
Parts Retention - 05/29/2020
... of the key points in the Required Operating Procedures bulletin outlining key GM requirements for service operations. If parts are not where they are supposed to be in your parts department, your entire transaction can and most likely will be charge...
Reject of the Month - June 2020 - 05/29/2020
... 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 was missing. Or in some cases the part cannot be returned, at which point the...
Incompatible Part - 06/23/2020
... 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 part is not compatible to the labor operation and...
Reject of the Month - 03/26/2018
... net item field of the transaction. Once the transaction had been submitted and rejected, the service manager contacted the Major Damage Liaison to review and process the transportation damage for payment. ...
New Pilot Program Restricting Certain Labor Operations for Certain Zones - 01/22/2018
... consideration, photos and required job card information will need to be sent to the WSC by service management using a new application that is smart phone friendly. Requests will be reviewed by the WSC and a decision will be provided back to dealers within...
June 2018 Recall Update - 05/22/2018
... Recall 17405-01 Incorrect Catalytic Converter: The parts information section within the Service Procedure has been revised with the latest version of the bulletin. The recall affects certain 2018 Cadillac XTS vehicles. Special Coverage 17469 Fuel Leaks...
Repair Time Overlap - 05/22/2018
... a fair time should be. Your technicians should be consulted in making that determination and the service manager is ultimately responsible for the reasonableness of the time claimed....
Associated Accessories - 05/22/2018
... complete assembly by the Associated Accessories Manufacturer, include the manufacturer name, the service part name or GM part number. The Associated Accessory GM Part Number must be entered in the Reference Number field of the GWM transaction. Reimbursement...
Sublet Repair Compliancy - 06/25/2018
... and/or the distance towed. Tow charges must be reasonable and customary for the dealership’s service area and the distance towed. Charges are not to be based on dealer’s labor rates. Most dealership’s towing limit is $130.00. Any amount...
The Product Field Action Vehicle Report (CAM-03) form - 07/23/2018
... date were not processed and returned to the dealer. The new CAM-03 form is available in the Service Forms app within the General Information tab. The new form is designed for electronic submission with a “Click to Email” button at the...
Air Conditioning Season - 04/23/2018
... oil) is used during the repair as called out in SI. There are multiple PAG oils released to service vehicles with R-1234yf. These oils cannot be mixed and are not interchangeable with GM’s Universal R-134a PAG oil. The parts department must...
Policy Evaluation Tool - 09/27/2017
... focuses on the customer’s total GM engagement (e.g. new/used vehicle purchase history, service history), not just the vehicle’s age or mileage. Because PET focuses on the customer, not the individual repair, participation is calculated based...
Important Documents - Bulletins - 10/24/2017
... base. With the bulletin number you are easily able to pull the most recent version from Service Information in GlobalConnect. From SI, select the binocular icon to find a document by its ID, bulletin or campaign # in number search....
Global Support - 12/21/2017
... to a representative. You are able to select from the following topics for assistance: Sales, Service, New Vehicle Damage, Order Fulfillment, Workbench/Application Technical Support, Center of Learning, Certified Pre-Owned. Current Issues: Missing Warranty...
November 2017 Recall Update - 10/24/2017
... through December 31, 2017. The alternate transportation may include one-way or two-way shuttle service, one half day vehicle rental or one full day vehicle rental. Affected vehicle owners that have their vehicles repaired prior to December 31, 2017,...
September 2017 Recall Update - 08/21/2017
... must be routed to the Warranty Support Center for review. Noncompliance Recall 17275-01: Service Headliner Missing Components: The recall bulletin has been revised to include a copy of the customer notification letter. The recall affects certain...
Reject of the Month - Missing Documentation - 08/22/2017
... Global Message GCUS-9-4443 and bulletin 17-NA-242 that address unneeded programming events. The Service Programming System was updated to prohibit or warn users against programming a control module with the same calibration that is already present in...
OptiKleen and DEF - 07/25/2017
... (pallet) in the Parts field with the actual number of quarts of OptiKleen concentrate used to service the vehicle. The maximum number of quarts allowed is 2. DEF Labor operation 0590062 was created in April, 2017, to allow for the reimbursement...
Recall Documentation - 07/25/2017
... and confirm that the VIN displayed on the programming result matches the VIN for the vehicle being serviced. 2.) The technician must record the SPS Warranty Claim Code on the job card; the code is entered with the transaction at submission. These...
Chemical Spotting and Rail Dust - 07/25/2017
... resulting from rail transportation or storage of the vehicle at or near a rail yard or rail line. Service management is to ensure that a detailed explanation of the condition is recorded on the job card and the condition is promptly repaired. Submit...
Reject of the Month - 06/19/2017
... source of the noise was still not found. Authorization was obtained to replace the engine. Service management completed the DMA Pre-Approval Request form to obtain approval for 10 hours OLH. The comments supporting the request stated that the extra...
GM Audit Mail-Out-Review - 02/17/2017
... 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 accuracy and confirmation that...
Noncompliance Debits: Battery / Transmission - 12/21/2016
... that were processed with invalid GR8 battery test codes, transactions showing that proper battery service procedures were not followed, and transactions containing invalid or duplicate TransFlow transmission flush code. If your dealership received a...
The User Options Tab in GWM - 12/21/2016
... on the right may not be removed from the Columns Displayed on Screen list. For example, the service manager would like to analyze the data entered in the labor dependency field as well as the dollar amount of the transactions. Labor Operation Dependency...
Getting to Know the New PET - 05/22/2017
... each case is different and there are many factors that go into the decision making process, service management is responsible for engaging with the customer and making the best business decision possible. To ensure policy compliance, management authorization...
Documentation Updates - 05/22/2017
... to the job card to support the transaction. Open Safety, Emissions, or Non-Compliance Recalls - Service management-added operation authorization and verification/notification is not required when servicing dealer-owned inventory specifically for the...
Attaching A Document - 05/22/2017
... of the applicable technician time documentation and the hard/shop copy of the job card showing service management authorization. There are a few tips to ensuring that the required documents are attached correctly: Individual attachments must be less...
Fuel and Public Transportation Reimbursement - 04/17/2017
... vehicle or shuttle, they are options. We recommend reviewing bulletin 07-00-89-037 with your service advisors so that they will have a complete understanding of the options relating to the Courtesy Transportation Program that GM offers....
Reject of the Month - 03/21/2017
... 067: Part 1234567 is not a compatible part for labor code xx. Error 240: Reject 072 is Beyond Service Agent Self Authorization. -------------------------------------------------------------------------------- A warranty administrator submitted a transaction...
Compliance - 03/21/2017
... if the field action specifically includes provisions beyond the warranty coverage period or if the service agent contacts the DMA for authorization on a case-by-case basis. Courtesy transportation includes one and two way shuttle, rental, reimbursement...
Complaint and Cause Codes - 09/27/2016
... when it comes to engine electrical repairs. Following repair instructions based on a DTC in Service Information may lead the technician to the replacement of a sensor, that ultimately corrects the problem, but whatever failed inside that sensor (the...
Warranty Battery Replacements - 11/29/2016
... vehicle code as soon as the technician has completed the repair while the vehicle is still in the service department. If the code is inaccurate, the technician may perform the test again to obtain an accurate result. Bulletin references: 15-06-03-002C:...
Change to WPC Parts Waiver Process - 11/29/2016
... on the circumstances, when the dealer completed the parts waiver form found in GlobalConnect/Service Forms. Also mentioned in the same communication is the importance of adhering to HAZMAT regulations when shipping HAZMAT materials. Violation of...
May 2013 Recall Update - 05/14/2013
... heated and non-heated steering wheels. An illustration has also been included in step 7 of the service procedure. The steering wheel fastener may not have been properly fastened on certain 2013 Buick Encore vehicles. Dealers are to inspect the steering...
March 2013 Recall Update - 03/11/2013
... Recall 12209B - Turn Signal Bulb Outage Indicator Inoperative: The service procedure for the recall bulletin has been updated. Dealers are no longer required to program the key fobs. Certain 2013 Chevrolet Sonic vehicles are involved. Safety Recall...
Technician Clock Time - 10/01/2013
... the exception of OLH requests. A technician may only be working and clocked on one vehicle per service event. In other words, multiple time recordings that could be the result of working on multiple vehicles at the same time are not allowed. This is...
September 2013 Recall Update - 09/04/2013
... Recall 13230B: Passenger Airbag Inflator Weld May Fracture Upon Airbag Deployment: The service procedure has been revised. The revision clarifies the location of the green stripe/dot noted within the inspection procedure. The recall affects certain 2014...
Upcoming Safety Recall 13454 and 14063 - 04/03/2014
... who express concern about driving their vehicle and request alternate transportation. The service manager is empowered to provide the customer with a rental vehicle until parts are available to repair the owner's vehicle. Prior to placing the customer...
... to a representative. You are able to select from the following topics for assistance: Sales, Service, New Vehicle Damage, Order Fulfillment, Workbench/Application Technical Support, Center of Learning, Certified Pre-Owned. Current Issues: Missing Warranty...
November 2017 Recall Update - 10/24/2017
... through December 31, 2017. The alternate transportation may include one-way or two-way shuttle service, one half day vehicle rental or one full day vehicle rental. Affected vehicle owners that have their vehicles repaired prior to December 31, 2017,...
September 2017 Recall Update - 08/21/2017
... must be routed to the Warranty Support Center for review. Noncompliance Recall 17275-01: Service Headliner Missing Components: The recall bulletin has been revised to include a copy of the customer notification letter. The recall affects certain...
Reject of the Month - Missing Documentation - 08/22/2017
... Global Message GCUS-9-4443 and bulletin 17-NA-242 that address unneeded programming events. The Service Programming System was updated to prohibit or warn users against programming a control module with the same calibration that is already present in...
OptiKleen and DEF - 07/25/2017
... (pallet) in the Parts field with the actual number of quarts of OptiKleen concentrate used to service the vehicle. The maximum number of quarts allowed is 2. DEF Labor operation 0590062 was created in April, 2017, to allow for the reimbursement...
Recall Documentation - 07/25/2017
... and confirm that the VIN displayed on the programming result matches the VIN for the vehicle being serviced. 2.) The technician must record the SPS Warranty Claim Code on the job card; the code is entered with the transaction at submission. These...
Chemical Spotting and Rail Dust - 07/25/2017
... resulting from rail transportation or storage of the vehicle at or near a rail yard or rail line. Service management is to ensure that a detailed explanation of the condition is recorded on the job card and the condition is promptly repaired. Submit...
Reject of the Month - 06/19/2017
... source of the noise was still not found. Authorization was obtained to replace the engine. Service management completed the DMA Pre-Approval Request form to obtain approval for 10 hours OLH. The comments supporting the request stated that the extra...
GM Audit Mail-Out-Review - 02/17/2017
... 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 accuracy and confirmation that...
Noncompliance Debits: Battery / Transmission - 12/21/2016
... that were processed with invalid GR8 battery test codes, transactions showing that proper battery service procedures were not followed, and transactions containing invalid or duplicate TransFlow transmission flush code. If your dealership received a...
The User Options Tab in GWM - 12/21/2016
... on the right may not be removed from the Columns Displayed on Screen list. For example, the service manager would like to analyze the data entered in the labor dependency field as well as the dollar amount of the transactions. Labor Operation Dependency...
Getting to Know the New PET - 05/22/2017
... each case is different and there are many factors that go into the decision making process, service management is responsible for engaging with the customer and making the best business decision possible. To ensure policy compliance, management authorization...
Documentation Updates - 05/22/2017
... to the job card to support the transaction. Open Safety, Emissions, or Non-Compliance Recalls - Service management-added operation authorization and verification/notification is not required when servicing dealer-owned inventory specifically for the...
Attaching A Document - 05/22/2017
... of the applicable technician time documentation and the hard/shop copy of the job card showing service management authorization. There are a few tips to ensuring that the required documents are attached correctly: Individual attachments must be less...
Fuel and Public Transportation Reimbursement - 04/17/2017
... vehicle or shuttle, they are options. We recommend reviewing bulletin 07-00-89-037 with your service advisors so that they will have a complete understanding of the options relating to the Courtesy Transportation Program that GM offers....
Reject of the Month - 03/21/2017
... 067: Part 1234567 is not a compatible part for labor code xx. Error 240: Reject 072 is Beyond Service Agent Self Authorization. -------------------------------------------------------------------------------- A warranty administrator submitted a transaction...
Compliance - 03/21/2017
... if the field action specifically includes provisions beyond the warranty coverage period or if the service agent contacts the DMA for authorization on a case-by-case basis. Courtesy transportation includes one and two way shuttle, rental, reimbursement...
Complaint and Cause Codes - 09/27/2016
... when it comes to engine electrical repairs. Following repair instructions based on a DTC in Service Information may lead the technician to the replacement of a sensor, that ultimately corrects the problem, but whatever failed inside that sensor (the...
Warranty Battery Replacements - 11/29/2016
... vehicle code as soon as the technician has completed the repair while the vehicle is still in the service department. If the code is inaccurate, the technician may perform the test again to obtain an accurate result. Bulletin references: 15-06-03-002C:...
Change to WPC Parts Waiver Process - 11/29/2016
... on the circumstances, when the dealer completed the parts waiver form found in GlobalConnect/Service Forms. Also mentioned in the same communication is the importance of adhering to HAZMAT regulations when shipping HAZMAT materials. Violation of...
May 2013 Recall Update - 05/14/2013
... heated and non-heated steering wheels. An illustration has also been included in step 7 of the service procedure. The steering wheel fastener may not have been properly fastened on certain 2013 Buick Encore vehicles. Dealers are to inspect the steering...
March 2013 Recall Update - 03/11/2013
... Recall 12209B - Turn Signal Bulb Outage Indicator Inoperative: The service procedure for the recall bulletin has been updated. Dealers are no longer required to program the key fobs. Certain 2013 Chevrolet Sonic vehicles are involved. Safety Recall...
Technician Clock Time - 10/01/2013
... the exception of OLH requests. A technician may only be working and clocked on one vehicle per service event. In other words, multiple time recordings that could be the result of working on multiple vehicles at the same time are not allowed. This is...
September 2013 Recall Update - 09/04/2013
... Recall 13230B: Passenger Airbag Inflator Weld May Fracture Upon Airbag Deployment: The service procedure has been revised. The revision clarifies the location of the green stripe/dot noted within the inspection procedure. The recall affects certain 2014...
Upcoming Safety Recall 13454 and 14063 - 04/03/2014
... who express concern about driving their vehicle and request alternate transportation. The service manager is empowered to provide the customer with a rental vehicle until parts are available to repair the owner's vehicle. Prior to placing the customer...
Warranty Performance Analysis - 06/07/2010
... offs.4. Once you have all these reports, and analyze them as best you can, have the manufacturer's service representative go over them with you also to confirm your analysis.5. The most important report generated for your warranty transactions is the...
Components and Systems - 01/06/2010
... Air Injection SDM Sensing and Diagnosing Module SES Service Engine Soon SIR Supplemental Inflatable Restraint SPEC Specifications SPO Special Parts Order TAC ...
The Rookie Corner - 11/17/2011
... of your claim submissions and reduce your errors and rejects. I have been using tools such as Service Information for over two years and I still find myself taking notes or making adjustments to better use it to its fullest potential. This month we will...
Rust Happens - 08/09/2011
... clock time is a must and cause of failure and detailed correction is very important. For those service agents who must sublet their paint and body repairs, an estimate must be given by the sublet body shop as to what they expect the repairs to cost and...
September 2011 Recall Update - 09/19/2011
... equipped with a 2.4L gas engine. The recall has been updated to include revisions to the parts, service procedure and labour time sections of the bulletin for customer delivered vehicles.Noncompliance Recall 11222A - StabiliTrak Warning Light Inoperative...
Warranty Briefs: Attaching a Document - 10/26/2022
... of the applicable technician time documentation and the hard/shop copy of the job card showing service management authorization. There are a few tips to ensuring that the required documents are attached correctly Individual attachments must be less than...
Tire Pre-Authorization - 07/20/2022
... Repair Authorization will move again from "Pending" status to "Accept" status. At that point the service agent may submit the transaction. If the tire is not required to be shipped back to the tire manufacturer the Status field on the Tire PRA will move...
Battery Transaction Requirements - 06/02/2023
... cases where the battery type and CCA are not evident through visual inspection, refer to Service Information (SI) to identify the OEM battery type and CCA rating. After entering the VIN or year/make/model in SI, locate the 12V battery usage table under...
... offs.4. Once you have all these reports, and analyze them as best you can, have the manufacturer's service representative go over them with you also to confirm your analysis.5. The most important report generated for your warranty transactions is the...
Components and Systems - 01/06/2010
... Air Injection SDM Sensing and Diagnosing Module SES Service Engine Soon SIR Supplemental Inflatable Restraint SPEC Specifications SPO Special Parts Order TAC ...
The Rookie Corner - 11/17/2011
... of your claim submissions and reduce your errors and rejects. I have been using tools such as Service Information for over two years and I still find myself taking notes or making adjustments to better use it to its fullest potential. This month we will...
Rust Happens - 08/09/2011
... clock time is a must and cause of failure and detailed correction is very important. For those service agents who must sublet their paint and body repairs, an estimate must be given by the sublet body shop as to what they expect the repairs to cost and...
September 2011 Recall Update - 09/19/2011
... equipped with a 2.4L gas engine. The recall has been updated to include revisions to the parts, service procedure and labour time sections of the bulletin for customer delivered vehicles.Noncompliance Recall 11222A - StabiliTrak Warning Light Inoperative...
Warranty Briefs: Attaching a Document - 10/26/2022
... of the applicable technician time documentation and the hard/shop copy of the job card showing service management authorization. There are a few tips to ensuring that the required documents are attached correctly Individual attachments must be less than...
Tire Pre-Authorization - 07/20/2022
... Repair Authorization will move again from "Pending" status to "Accept" status. At that point the service agent may submit the transaction. If the tire is not required to be shipped back to the tire manufacturer the Status field on the Tire PRA will move...
Battery Transaction Requirements - 06/02/2023
... cases where the battery type and CCA are not evident through visual inspection, refer to Service Information (SI) to identify the OEM battery type and CCA rating. After entering the VIN or year/make/model in SI, locate the 12V battery usage table under...
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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...
Parts and Accessories and Lifetime Parts Warranty - 01/10/2014
... months, regardless of mileage. It has been a year as well since changes were made to the Limited Lifetime Parts warranty. The Parts and Accessories 12 month warranty is standard with all GM parts (excluding batteries), whether installed at the dealership...
2013 Policy & Procedure Update - 06/19/2013
... 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 Lifetime Parts Warranty (LLPW). The new Limited Lifetime...
Part Failures Under a Part Warranty - 10/26/2021
... Forms in GlobalConnect. On January 1, 2013, GM Customer Care and Aftersales replaced the Limited Lifetime Service Guarantee (LSG) and offered the Certified Service Limited Lifetime Parts Warranty (LLPW). In addition to the name change, the warranty on...
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...
LLPW replaces LSG - 12/18/2012
The Limited Lifetime Service Guarantee will be discontinued on December 31, 2012, and the new Limited Lifetime Parts Warranty will be offered be offered by all GM dealerships on eligible parts, effective January 1, 2013. There are no enrollment requirements...
Same Day Repairs - 04/12/2013
Beginning April 1st, GM has made several changes 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,...
Tire Price Match Guarantee - 04/13/2012
Based on dealer feedback, administration of the Tire Price Match Guarantee Program has been streamlined to make it easier to submit a claim. The system automatically calculated the claim amount based on the dealer's input. Dealers are no longer required...
Updates, Recalls, & Special Coverage - 08/05/2014
... announced when a vehicle is very new and many times the involved vehicles are still on the service agent's lot. Recall corrections must be made prior to the sale of any GM vehicle by the service agent. It has been a summer of unprecedented recalls...
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....
GM Acronyms - 04/12/2011
... acronyms are listed in the Global Warranty Management Users Manual? The manual may be found in the service operations link of the GlobalConnect Library.In the March edition we took a look the Service Agent Analysis Reporting feature in GWM. The summary...
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...
The New Policies and Procedures Manual - 10/31/2014
... has gone through an overhaul and is now actually four policy manuals. The four categories are:Service Policy & Procedures ManualWarranty Policy Information ManualTransportation, Vehicle Storage, and PDI Policy ManualCustomer Assistance, Training,...
Keys for Life Program - 06/02/2015
... was necessary, since it is a "for life" program.This situation is similar, in regards to a GM lifetime program requiring Policy Authorization, to the Lifetime Parts Warranty program. Lifetime parts that are replaced outside of the 12-month window require...
Limited Lifetime Parts Warranty - 03/11/2013
Repairs for failures of a GM Certified Service Limited Lifetime Parts Warranty for a dealer purchased and installed component are handled in the following manner:LLPW parts that fail for a warrantable reason with the standard 12 month/unlimited miles...
$20 off $100 with Limited Lifetime Parts - 01/10/2014
... 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. The offer is communicated to consumers online when they search for related automotive services on...
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...
Chassis Parts and Lifetime Warranty - 06/26/2019
... (OEM). Whether you install an ACDelco Professional or OEM chassis part, the warranty is limited lifetime on the part, and depending on when the part was installed, 12 or 24 months on the labor. ACDelco chassis parts installed prior to April 1, 2018,...
Limited Lifetime - 06/19/2017
... Policies and Procedures Manual provides detail on components that are covered by the limited lifetime warranty, such as GM Service Replacement Radiators, ACDelco Professional Remanufactured Rack and Pinion Gears, Sheet Metal, and Ignition Wire Sets,...
Chassis Parts Lifetime Warranty - 05/25/2022
Chassis parts are a group of several parts that carry a lifetime warranty, both ACDelco Gold/Professional and OE, when installed at a GM dealership or sold over the counter. This lifetime warranty is on the part only and is only applicable to the original...
Top 10 Things Service Advisors Should Never Do - 07/30/2013
... vehicles, or simply ignore the letter and will sometimes end up at your dealership for a different service need, totally unaware that a recall exists on their vehicle. Service advisors must verify open recalls by investigating the vehicle history (IVH)...
Warranty Review Deviations - 03/11/2013
... being followed correctly and the company is not paying for repairs that are not valid. While some service agents haven't had their job cards reviewed in a long time, others have experienced frequent reviews, commonly referred to as an audit. Last month...
Z Labour Operations - 09/19/2011
... Brands.Buick and GMC Promotion: Complimentary lube, oil and filter or $20 off any customer pay service to select Buick and GMC owners. Dealerships must enroll in the program. Original coupon must be presented by the customer at the time of service. See...
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...
When the Service Manager is Away - 06/30/2015
There are certain situations when service management must approve or authorize a warranty repair. Some require that approval before the work begins and others require approval before the transaction is submitted. Still other approvals are allowed after...
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...
Parts and Accessories and Lifetime Parts Warranty - 01/10/2014
... months, regardless of mileage. It has been a year as well since changes were made to the Limited Lifetime Parts warranty. The Parts and Accessories 12 month warranty is standard with all GM parts (excluding batteries), whether installed at the dealership...
2013 Policy & Procedure Update - 06/19/2013
... 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 Lifetime Parts Warranty (LLPW). The new Limited Lifetime...
Part Failures Under a Part Warranty - 10/26/2021
... Forms in GlobalConnect. On January 1, 2013, GM Customer Care and Aftersales replaced the Limited Lifetime Service Guarantee (LSG) and offered the Certified Service Limited Lifetime Parts Warranty (LLPW). In addition to the name change, the warranty on...
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...
LLPW replaces LSG - 12/18/2012
The Limited Lifetime Service Guarantee will be discontinued on December 31, 2012, and the new Limited Lifetime Parts Warranty will be offered be offered by all GM dealerships on eligible parts, effective January 1, 2013. There are no enrollment requirements...
Same Day Repairs - 04/12/2013
Beginning April 1st, GM has made several changes 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,...
Tire Price Match Guarantee - 04/13/2012
Based on dealer feedback, administration of the Tire Price Match Guarantee Program has been streamlined to make it easier to submit a claim. The system automatically calculated the claim amount based on the dealer's input. Dealers are no longer required...
Updates, Recalls, & Special Coverage - 08/05/2014
... announced when a vehicle is very new and many times the involved vehicles are still on the service agent's lot. Recall corrections must be made prior to the sale of any GM vehicle by the service agent. It has been a summer of unprecedented recalls...
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....
GM Acronyms - 04/12/2011
... acronyms are listed in the Global Warranty Management Users Manual? The manual may be found in the service operations link of the GlobalConnect Library.In the March edition we took a look the Service Agent Analysis Reporting feature in GWM. The summary...
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...
The New Policies and Procedures Manual - 10/31/2014
... has gone through an overhaul and is now actually four policy manuals. The four categories are:Service Policy & Procedures ManualWarranty Policy Information ManualTransportation, Vehicle Storage, and PDI Policy ManualCustomer Assistance, Training,...
Keys for Life Program - 06/02/2015
... was necessary, since it is a "for life" program.This situation is similar, in regards to a GM lifetime program requiring Policy Authorization, to the Lifetime Parts Warranty program. Lifetime parts that are replaced outside of the 12-month window require...
Limited Lifetime Parts Warranty - 03/11/2013
Repairs for failures of a GM Certified Service Limited Lifetime Parts Warranty for a dealer purchased and installed component are handled in the following manner:LLPW parts that fail for a warrantable reason with the standard 12 month/unlimited miles...
$20 off $100 with Limited Lifetime Parts - 01/10/2014
... 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. The offer is communicated to consumers online when they search for related automotive services on...
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...
Chassis Parts and Lifetime Warranty - 06/26/2019
... (OEM). Whether you install an ACDelco Professional or OEM chassis part, the warranty is limited lifetime on the part, and depending on when the part was installed, 12 or 24 months on the labor. ACDelco chassis parts installed prior to April 1, 2018,...
Limited Lifetime - 06/19/2017
... Policies and Procedures Manual provides detail on components that are covered by the limited lifetime warranty, such as GM Service Replacement Radiators, ACDelco Professional Remanufactured Rack and Pinion Gears, Sheet Metal, and Ignition Wire Sets,...
Chassis Parts Lifetime Warranty - 05/25/2022
Chassis parts are a group of several parts that carry a lifetime warranty, both ACDelco Gold/Professional and OE, when installed at a GM dealership or sold over the counter. This lifetime warranty is on the part only and is only applicable to the original...
Top 10 Things Service Advisors Should Never Do - 07/30/2013
... vehicles, or simply ignore the letter and will sometimes end up at your dealership for a different service need, totally unaware that a recall exists on their vehicle. Service advisors must verify open recalls by investigating the vehicle history (IVH)...
Warranty Review Deviations - 03/11/2013
... being followed correctly and the company is not paying for repairs that are not valid. While some service agents haven't had their job cards reviewed in a long time, others have experienced frequent reviews, commonly referred to as an audit. Last month...
Z Labour Operations - 09/19/2011
... Brands.Buick and GMC Promotion: Complimentary lube, oil and filter or $20 off any customer pay service to select Buick and GMC owners. Dealerships must enroll in the program. Original coupon must be presented by the customer at the time of service. See...
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...
When the Service Manager is Away - 06/30/2015
There are certain situations when service management must approve or authorize a warranty repair. Some require that approval before the work begins and others require approval before the transaction is submitted. Still other approvals are allowed after...
Part Warranty Coverage - 12/19/2018
... under Service Forms. Other certificates can be found in the Parts P&P manual. Lifetime warranty parts under the GM Certified Service Limited Lifetime Parts Warranty program changed January 1st, 2013. Parts sold prior to this date had a lifetime...
Electronic Exchange Program - 07/29/2015
Electronic Service Centers provide exchange service for certain components. The most common exchanges are for radios and instrument clusters. The Service Policy and Procedures manual lists GM's authorized Electronic Service Centers in Article 2.6 as well...
Policy Decisions - 10/03/2014
... presents itself at the dealership, 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...
It Takes a Village - 12/19/2014
Within the last year, changes were introduced by GM that clearly requires a lot more service management involvement with warranty transactions. We have written about all of these changes in past newsletters and we can empathize with the overwhelmed service...
2014 Certified Service Retail Plan - 02/27/2014
Dealers that enrolled in the Certified 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...
Aftermarket Service Contracts and Policy Repairs - 02/26/2013
GM began adding aftermarket service 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...
Maintenance Offers - 10/08/2012
... 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 well as Fleet and Commercial (FCO)...
Summary by Reject Reason - 06/07/2010
... the person submitting the transaction has the empowerment to do so. If a transaction requires service management approval, it must be given back to the service manager for review in situations where authorization may not be realized at the time of repair....
Authorization Codes - 01/10/2014
Authorization code empowerment is granted to a service manager 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...
Comeback Repeat Repairs - 09/02/2015
One of the components listed in the Service Management Authorization Matrix is the requirement for service management approval of a comeback repair prior to any work being performed. This means that the service manager must sign, date, and note the time...
Replacement Parts Warranty - 04/23/2018
... Other certificates can be found in the Parts P&P manual. GM CERTIFIED SERVICE LIMITED LIFETIME PARTS - Lifetime warranty parts under this program changed January 1st, 2013. Parts sold prior to this date had a lifetime warranty on the part and...
Bulletin 04-00-89-015J: - 03/26/2015
... in early March. The revisions were made to add the 2016 model year and clarify requirements service management authorization regarding diagnostic time in section 2, identify acceptable technician documentation in section 3, and provide diagnostic/add...
Updated GM Requirements for Maintenance Services - 01/28/2014
... honored, but they should first be informed that their maintenance plan only allows for four service events. Document on the job card the customer's request for an early oil change in the event it raises questions later on. All of the maintenance plans...
Empowerment: - 06/06/2012
GM has established guidelines for the effective use of service agent empowerment. These guidelines have been established to offer some continuity to the process and to provide the means for training dealership employees on making good quality, cost effective...
Emerging Issues - 01/24/2023
The GM Service Technical College (STC) Service Know-How Emerging Issues Seminars are offered monthly to provide service/technical information on current issues and GM certified repairs. The seminars feature guest Subject Matter Experts who discuss, and/or...
Service Policies & Procedures Recent Updates - 01/11/2016
The Service Policies and Procedures manual had several updates late last year. Here are some of the significant changes: 1.5 - Voided Warranties and Branded Titles: Through state vehicle registration records, GM receives branded title listings periodically,...
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...
Certified Elite Program - 06/08/2011
Do the hard work, get your service team on board, and you will be rewarded!Beginning June 30th, GM will launch the Certified Elite Program which will give certain dealers who maintain specific standards a greater level of empowerment. This will make getting...
Are You A Good Warranty Administrator Or A Great Warranty Administrator? - 04/27/2011
... time to question things they don't understand, asks for supporting documentation, and make certain service management approvals are complete.A good warranty administrator corrects mistakes made by service advisors and technicians before they file a warranty...
Warranty Performance Analysis - 03/11/2010
Mr. Dealer, have you read the GM Service Policies and Procedures Manual? Most car owners never read the owner's manual provided with their car until there is a problem. The sections of the Policy & Procedure Manual that deal with audit and record...
Is Your Job Card Filing System Compliant? - 02/02/2016
GM's policies for service agent records in support of service transactions, including warranty transactions, are intended to be flexible and adaptive given the potential variables which may exist, such as dealership size, volume, and type of job card...
GM Parts Ordering - 04/28/2016
Parts are ordered by a GM service agent in a variety of ways: DRO (Daily Replenishment Order), is the standard way of ordering parts for the service agent's stock of parts. Parts ordered DRO will be assigned to the first stocking location in the...
The New GlobalConnect - 09/03/2015
... are a few differences from the Global of past.The CAM-02 Report: This report is available in the Service Forms Application of GlobalConnect. From the GlobalConnect homepage, select Service from the Departments drop-down menu. From the Service page scroll...
GM Maintenance Program Specifics - 01/10/2014
... 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 services be performed only at...
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 ...
... under Service Forms. Other certificates can be found in the Parts P&P manual. Lifetime warranty parts under the GM Certified Service Limited Lifetime Parts Warranty program changed January 1st, 2013. Parts sold prior to this date had a lifetime...
Electronic Exchange Program - 07/29/2015
Electronic Service Centers provide exchange service for certain components. The most common exchanges are for radios and instrument clusters. The Service Policy and Procedures manual lists GM's authorized Electronic Service Centers in Article 2.6 as well...
Policy Decisions - 10/03/2014
... presents itself at the dealership, 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...
It Takes a Village - 12/19/2014
Within the last year, changes were introduced by GM that clearly requires a lot more service management involvement with warranty transactions. We have written about all of these changes in past newsletters and we can empathize with the overwhelmed service...
2014 Certified Service Retail Plan - 02/27/2014
Dealers that enrolled in the Certified 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...
Aftermarket Service Contracts and Policy Repairs - 02/26/2013
GM began adding aftermarket service 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...
Maintenance Offers - 10/08/2012
... 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 well as Fleet and Commercial (FCO)...
Summary by Reject Reason - 06/07/2010
... the person submitting the transaction has the empowerment to do so. If a transaction requires service management approval, it must be given back to the service manager for review in situations where authorization may not be realized at the time of repair....
Authorization Codes - 01/10/2014
Authorization code empowerment is granted to a service manager 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...
Comeback Repeat Repairs - 09/02/2015
One of the components listed in the Service Management Authorization Matrix is the requirement for service management approval of a comeback repair prior to any work being performed. This means that the service manager must sign, date, and note the time...
Replacement Parts Warranty - 04/23/2018
... Other certificates can be found in the Parts P&P manual. GM CERTIFIED SERVICE LIMITED LIFETIME PARTS - Lifetime warranty parts under this program changed January 1st, 2013. Parts sold prior to this date had a lifetime warranty on the part and...
Bulletin 04-00-89-015J: - 03/26/2015
... in early March. The revisions were made to add the 2016 model year and clarify requirements service management authorization regarding diagnostic time in section 2, identify acceptable technician documentation in section 3, and provide diagnostic/add...
Updated GM Requirements for Maintenance Services - 01/28/2014
... honored, but they should first be informed that their maintenance plan only allows for four service events. Document on the job card the customer's request for an early oil change in the event it raises questions later on. All of the maintenance plans...
Empowerment: - 06/06/2012
GM has established guidelines for the effective use of service agent empowerment. These guidelines have been established to offer some continuity to the process and to provide the means for training dealership employees on making good quality, cost effective...
Emerging Issues - 01/24/2023
The GM Service Technical College (STC) Service Know-How Emerging Issues Seminars are offered monthly to provide service/technical information on current issues and GM certified repairs. The seminars feature guest Subject Matter Experts who discuss, and/or...
Service Policies & Procedures Recent Updates - 01/11/2016
The Service Policies and Procedures manual had several updates late last year. Here are some of the significant changes: 1.5 - Voided Warranties and Branded Titles: Through state vehicle registration records, GM receives branded title listings periodically,...
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...
Certified Elite Program - 06/08/2011
Do the hard work, get your service team on board, and you will be rewarded!Beginning June 30th, GM will launch the Certified Elite Program which will give certain dealers who maintain specific standards a greater level of empowerment. This will make getting...
Are You A Good Warranty Administrator Or A Great Warranty Administrator? - 04/27/2011
... time to question things they don't understand, asks for supporting documentation, and make certain service management approvals are complete.A good warranty administrator corrects mistakes made by service advisors and technicians before they file a warranty...
Warranty Performance Analysis - 03/11/2010
Mr. Dealer, have you read the GM Service Policies and Procedures Manual? Most car owners never read the owner's manual provided with their car until there is a problem. The sections of the Policy & Procedure Manual that deal with audit and record...
Is Your Job Card Filing System Compliant? - 02/02/2016
GM's policies for service agent records in support of service transactions, including warranty transactions, are intended to be flexible and adaptive given the potential variables which may exist, such as dealership size, volume, and type of job card...
GM Parts Ordering - 04/28/2016
Parts are ordered by a GM service agent in a variety of ways: DRO (Daily Replenishment Order), is the standard way of ordering parts for the service agent's stock of parts. Parts ordered DRO will be assigned to the first stocking location in the...
The New GlobalConnect - 09/03/2015
... are a few differences from the Global of past.The CAM-02 Report: This report is available in the Service Forms Application of GlobalConnect. From the GlobalConnect homepage, select Service from the Departments drop-down menu. From the Service page scroll...
GM Maintenance Program Specifics - 01/10/2014
... 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 services be performed only at...
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 ...
Documentation of Approval - 02/21/2019
We write frequently about service management approval in Warranty News because it is a critical part of warranty compliance and must be spelled out correctly on the job card. Management approval requires specific elements: signature (or initials), date,...
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...
The New Certified Pre-Owned Program - 09/19/2011
... and a copy of this inspection checklist must be 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...
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...
Service Update 11241 - 09/19/2011
... and now expires with the vehicle PZEV (Partial Zero Emissions Vehicle) Emissions Warranty. This service update effects approximately 4,300 2010 Buick Lucerne vehicles built with a V6 engine. The bulletin specifically states that this update will address...
GM Service Policy & Procedures Updates - 10/14/2011
The GM Service Policy and Procedures manual underwent an update in September. The following are some of the notable changes from this revision:(Article 1.2.1.2) Adjustments and Wear Items - Just added to the list of items not covered due to vehicle use,...
Service Information and Labour Operations - 08/09/2011
... Manual spells this out in Article 1.6.2.12. However, beginning with the 2010 model year, Service Information provides labour operations for some repairs in the repair instructions section. Once you have built your vehicle in the main SI screen, select...
Cost Per Vehicle Serviced - 04/27/2011
The warranty CPVS is an important dollar figure that service management should pay close attention to. You can see your dealership's CPVS in the Service Agent Detail section under Analyze Warranty. For tools to help with a detailed analysis of your warranty...
Service Solutions: Going the Extra Mile with Documentation - 06/08/2011
... This required information 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...
Going the Extra Mile: Service Documentation - 06/30/2011
The service department is a dynamic environment. It is fast passed and performance driven. Technician and service management's time comes at a premium. This environment allows little room for error. Because of this, job card documentation is often limited...
Cadillac Roadside Service Program - 06/30/2011
A new labour operation has been released to use for battery replacements under the Cadillac Roadside Service Program. Dealers should stop using operation N0110 and begin using Z8004 for warranty battery replacements associated with the roadside program....
Completing the Repair - 04/12/2011
There are certain processes or procedures that must be followed for each and every repair made in the service department, even those that are only scheduled for an oil change.Those processes are an integral part of the service department operating standards....
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...
Let The Weather Drive Service! - 11/18/2010
... and ice 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....
The ABC's of Human Interaction - 11/18/2010
... honeymoon on the Saturday before I arrived on Monday. I collected the claims to be audited, the service department roster containing technician numbers, and began to audit. Shortly into the audit I discovered a claim dated on the Sunday before I had...
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...
From the Desk of a Service Manager - 03/11/2010
Many dealers spend a considerable amount of time researching different Dealer Management System options for their stores; hoping to save money. Those same dealers may have to stay with their current DMS due to a lengthy contract that is not to term, but ...
Service Agent Trade Indicator - 02/04/2010
If a part is not available through normal distribution channels the service agent has the option to acquire the part from a local source. If this becomes necessary the service agent must check the Service Agent Trade box. Additionally, the part quantity,...
From the Desk of a Service Manager - 02/04/2010
Take a moment to remember when the last time was that the service manager worked with the parts manager to analyze the state of the dealership's parts inventory and those processes that relate to both the service and parts functions. Maybe the meeting...
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...
From the Desk of a Service Manager - 01/06/2010
Performing thorough GM recommended vehicle 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...
GM Routed Transactions - 06/07/2010
... new warranty administrator at a dealership recently, a number of transactions were reviewed by the service manager and in a stack for the warranty administrator to submit. A sticky note was attached to several that stated "H-route". The note did not...
From the Desk of a Service Manager - 06/07/2010
... onsite, it looked like one heck of a day to sell cars.I called that store the next morning from my service desk. The new car sales manager said that at one time they had counted approximately 100 people in the dealership. At least a dozen new cars were...
From the Desk of a Service Manager - 05/12/2010
... to make difficult decisions 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...
Customer Concern Verification Sheets - 04/13/2010
GM supplies a number of worksheets found in various bulletins and on GlobalConnect within the service forms tab. These worksheets, when used properly, capture important information to support warranty transactions.One worksheet we discuss in our Warranty...
We write frequently about service management approval in Warranty News because it is a critical part of warranty compliance and must be spelled out correctly on the job card. Management approval requires specific elements: signature (or initials), date,...
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...
The New Certified Pre-Owned Program - 09/19/2011
... and a copy of this inspection checklist must be 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...
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...
Service Update 11241 - 09/19/2011
... and now expires with the vehicle PZEV (Partial Zero Emissions Vehicle) Emissions Warranty. This service update effects approximately 4,300 2010 Buick Lucerne vehicles built with a V6 engine. The bulletin specifically states that this update will address...
GM Service Policy & Procedures Updates - 10/14/2011
The GM Service Policy and Procedures manual underwent an update in September. The following are some of the notable changes from this revision:(Article 1.2.1.2) Adjustments and Wear Items - Just added to the list of items not covered due to vehicle use,...
Service Information and Labour Operations - 08/09/2011
... Manual spells this out in Article 1.6.2.12. However, beginning with the 2010 model year, Service Information provides labour operations for some repairs in the repair instructions section. Once you have built your vehicle in the main SI screen, select...
Cost Per Vehicle Serviced - 04/27/2011
The warranty CPVS is an important dollar figure that service management should pay close attention to. You can see your dealership's CPVS in the Service Agent Detail section under Analyze Warranty. For tools to help with a detailed analysis of your warranty...
Service Solutions: Going the Extra Mile with Documentation - 06/08/2011
... This required information 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...
Going the Extra Mile: Service Documentation - 06/30/2011
The service department is a dynamic environment. It is fast passed and performance driven. Technician and service management's time comes at a premium. This environment allows little room for error. Because of this, job card documentation is often limited...
Cadillac Roadside Service Program - 06/30/2011
A new labour operation has been released to use for battery replacements under the Cadillac Roadside Service Program. Dealers should stop using operation N0110 and begin using Z8004 for warranty battery replacements associated with the roadside program....
Completing the Repair - 04/12/2011
There are certain processes or procedures that must be followed for each and every repair made in the service department, even those that are only scheduled for an oil change.Those processes are an integral part of the service department operating standards....
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...
Let The Weather Drive Service! - 11/18/2010
... and ice 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....
The ABC's of Human Interaction - 11/18/2010
... honeymoon on the Saturday before I arrived on Monday. I collected the claims to be audited, the service department roster containing technician numbers, and began to audit. Shortly into the audit I discovered a claim dated on the Sunday before I had...
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...
From the Desk of a Service Manager - 03/11/2010
Many dealers spend a considerable amount of time researching different Dealer Management System options for their stores; hoping to save money. Those same dealers may have to stay with their current DMS due to a lengthy contract that is not to term, but ...
Service Agent Trade Indicator - 02/04/2010
If a part is not available through normal distribution channels the service agent has the option to acquire the part from a local source. If this becomes necessary the service agent must check the Service Agent Trade box. Additionally, the part quantity,...
From the Desk of a Service Manager - 02/04/2010
Take a moment to remember when the last time was that the service manager worked with the parts manager to analyze the state of the dealership's parts inventory and those processes that relate to both the service and parts functions. Maybe the meeting...
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...
From the Desk of a Service Manager - 01/06/2010
Performing thorough GM recommended vehicle 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...
GM Routed Transactions - 06/07/2010
... new warranty administrator at a dealership recently, a number of transactions were reviewed by the service manager and in a stack for the warranty administrator to submit. A sticky note was attached to several that stated "H-route". The note did not...
From the Desk of a Service Manager - 06/07/2010
... onsite, it looked like one heck of a day to sell cars.I called that store the next morning from my service desk. The new car sales manager said that at one time they had counted approximately 100 people in the dealership. At least a dozen new cars were...
From the Desk of a Service Manager - 05/12/2010
... to make difficult decisions 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...
Customer Concern Verification Sheets - 04/13/2010
GM supplies a number of worksheets found in various bulletins and on GlobalConnect within the service forms tab. These worksheets, when used properly, capture important information to support warranty transactions.One worksheet we discuss in our Warranty...
From the Desk of a Service Manager - 04/13/2010
... 30 plus years or just a few months you hold a pivotal 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...
Technical Service Bulletins - 07/30/2019
Technical Service Bulletins 18-NA-355 and 19-NA-121 have been updated to eliminate the diagnostics portion within the bulletin. The labor time associated with the diagnostic procedure has also been removed. Vehicles that experience a suspected shudder...
The Service Process - 06/26/2019
There are certain processes or procedures that must be followed for each and every repair made in the service department, even those that are only scheduled for a maintenance visit. Those processes are an integral part of the service department operating...
Service Training Standards - 04/22/2019
Quarterly STS minimum thresholds as a standard for dealer empowerment is resuming. Dealers that obtain a minimum of 85% overall STS by the end of this quarter, June 30, 2019, will retain standard empowerment which enables them to continue to self-authorize ...
Service Agent Records in Support of Warranty Transactions - 04/22/2019
... time-to-time, GM representatives may request certain records in support of warranty and other services performed. When this occurs, the service agent will be advised as to the specific documents needed and the format for which the information is to be...
Certified Service Mobile Toolbox - 04/22/2019
The Certified Service Mobile Toolbox (CSMT) application is available for most mobile devices. The app features allow dealership personnel to be immediately notified via their mobile communication device when new or updated field action/recalls are being...
Service Video - 03/27/2019
Dealership service technicians are using video and phone technology to boost service 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...
Components & Services with Limited Coverage - 03/27/2019
The bumper-to-bumper warranty is actually a limited warranty and there are a few repairs that aren’t covered under this warranty. Certain repairs have a time or mileage limitation. Below are examples of repairs that are only covered up to a specific ...
Warranty Job Cards and In-Service Dates - 02/21/2019
... when generating a job card: Job card open date indicating when the vehicle was received at the Service Agent. Date must reflect the month date and year. Complete VIN (one vehicle per job card) Odometer reading as physically inspected on the vehicle...
Goodyear Tire Service - 11/29/2018
The Roll by Goodyear program is being introduced to provide a service that lets the consumer choose from a number of delivery methods after purchasing tires online. The service offers the choice of having a Goodyear technician install the tires at the...
Shuttle Service: Is Your Dealership Claiming It? - 11/29/2018
... include a rental vehicle, fuel reimbursement, public transportation reimbursement, and shuttle service. Three of these four options can be used for qualifying overnight repair situations. The fourth, shuttle service, both one-way and two-way, is intended...
Service Agent Self Authorization - 10/23/2018
Certain repairs require authorization by designated Service Agent service management or GM personnel. When authorization is necessary it is the responsibility of service management to determine the specific authorization needed, ensure the reason for...
Service Management Approvals & Authorizations - 10/23/2018
Service management approval is documented in the form of a signature or initials, date and time that the approval was made, and explanation. This approval indicates management involvement and consent for repairs that fall outside of the predetermined ...
Mobile Mechanic Service - 08/20/2018
... alternative to fuel stops, but has broadened its business model to exploring ways to work with the service departments of franchised new vehicle dealerships, especially General Motors dealerships. In certain markets, vehicle owners can connect their...
Components and Services with Limited Coverage - 12/29/2020
Every GM vehicle sold comes with an owner’s manual which details, among other things, services that are considered maintenance after either 7,500 miles, or for some services, 12 months. Since not many people ever open their owner’s manual,...
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%...
Components and Services with Limited Coverage - 06/23/2020
The bumper-to-bumper warranty is a limited warranty and there are a few repairs that aren’t covered under this warranty. Certain repairs have a time or mileage limitation. Below are examples of repairs that are only covered up to a specific time ...
Shuttle Service Temporarily Expanded - 05/29/2020
... or minimizes the need for them to enter your facility. Additionally, when your customer makes a service appointment you can let them know about this service, if your dealership decides to offer it. As a reminder, all courtesy transportation options are...
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...
Flushing Services - 03/27/2020
Bulletin 04-06-01-029 addresses unscheduled supplemental services (including flushing services and additives) as well as the proper use of GM Simplified Maintenance Schedules. The recent update includes the addition of the 2019-20 model years and to remove...
Service Policies and Procedures Updates - 03/27/2020
The Service Policies and Procedures manual was updated March 16th, 2020, the following are a few of the updated topics: The parts retention period has been reduced from 15 days to 7. Warranty parts, with the exception of recall parts and parts that have...
Service Policies and Procedures - 01/03/2020
The Service Policies and Procedures Manuals are now found within the Sales, Service, Parts Policy and Procedures App. When you access the app you will see a Sales button and a Service & Parts button. Click the Service & Parts button to go to the...
Courtesy Transportation Bulletin 07-00-89-037 - 12/02/2019
... of the bumper-to-bumper warranty covered by an Emissions or Corrosion warranty, non-warranty services, GM brand maintenance service, Part warranty transactions (ZPTI and ZPTC), non-GM brand rental vehicles, and during services provided to vehicles in...
Cost Per Vehicle Serviced (CPVS) - 12/02/2019
The warranty CPVS is an important dollar figure that service management should pay close attention to. You can see your dealership’s CPVS in the Service Agent Detail section under Analyze Warranty. For tools to help with a detailed analysis of your...
Certified Service Instant Value Certificate - 04/23/2018
... time. Dealerships 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...
... 30 plus years or just a few months you hold a pivotal 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...
Technical Service Bulletins - 07/30/2019
Technical Service Bulletins 18-NA-355 and 19-NA-121 have been updated to eliminate the diagnostics portion within the bulletin. The labor time associated with the diagnostic procedure has also been removed. Vehicles that experience a suspected shudder...
The Service Process - 06/26/2019
There are certain processes or procedures that must be followed for each and every repair made in the service department, even those that are only scheduled for a maintenance visit. Those processes are an integral part of the service department operating...
Service Training Standards - 04/22/2019
Quarterly STS minimum thresholds as a standard for dealer empowerment is resuming. Dealers that obtain a minimum of 85% overall STS by the end of this quarter, June 30, 2019, will retain standard empowerment which enables them to continue to self-authorize ...
Service Agent Records in Support of Warranty Transactions - 04/22/2019
... time-to-time, GM representatives may request certain records in support of warranty and other services performed. When this occurs, the service agent will be advised as to the specific documents needed and the format for which the information is to be...
Certified Service Mobile Toolbox - 04/22/2019
The Certified Service Mobile Toolbox (CSMT) application is available for most mobile devices. The app features allow dealership personnel to be immediately notified via their mobile communication device when new or updated field action/recalls are being...
Service Video - 03/27/2019
Dealership service technicians are using video and phone technology to boost service 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...
Components & Services with Limited Coverage - 03/27/2019
The bumper-to-bumper warranty is actually a limited warranty and there are a few repairs that aren’t covered under this warranty. Certain repairs have a time or mileage limitation. Below are examples of repairs that are only covered up to a specific ...
Warranty Job Cards and In-Service Dates - 02/21/2019
... when generating a job card: Job card open date indicating when the vehicle was received at the Service Agent. Date must reflect the month date and year. Complete VIN (one vehicle per job card) Odometer reading as physically inspected on the vehicle...
Goodyear Tire Service - 11/29/2018
The Roll by Goodyear program is being introduced to provide a service that lets the consumer choose from a number of delivery methods after purchasing tires online. The service offers the choice of having a Goodyear technician install the tires at the...
Shuttle Service: Is Your Dealership Claiming It? - 11/29/2018
... include a rental vehicle, fuel reimbursement, public transportation reimbursement, and shuttle service. Three of these four options can be used for qualifying overnight repair situations. The fourth, shuttle service, both one-way and two-way, is intended...
Service Agent Self Authorization - 10/23/2018
Certain repairs require authorization by designated Service Agent service management or GM personnel. When authorization is necessary it is the responsibility of service management to determine the specific authorization needed, ensure the reason for...
Service Management Approvals & Authorizations - 10/23/2018
Service management approval is documented in the form of a signature or initials, date and time that the approval was made, and explanation. This approval indicates management involvement and consent for repairs that fall outside of the predetermined ...
Mobile Mechanic Service - 08/20/2018
... alternative to fuel stops, but has broadened its business model to exploring ways to work with the service departments of franchised new vehicle dealerships, especially General Motors dealerships. In certain markets, vehicle owners can connect their...
Components and Services with Limited Coverage - 12/29/2020
Every GM vehicle sold comes with an owner’s manual which details, among other things, services that are considered maintenance after either 7,500 miles, or for some services, 12 months. Since not many people ever open their owner’s manual,...
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%...
Components and Services with Limited Coverage - 06/23/2020
The bumper-to-bumper warranty is a limited warranty and there are a few repairs that aren’t covered under this warranty. Certain repairs have a time or mileage limitation. Below are examples of repairs that are only covered up to a specific time ...
Shuttle Service Temporarily Expanded - 05/29/2020
... or minimizes the need for them to enter your facility. Additionally, when your customer makes a service appointment you can let them know about this service, if your dealership decides to offer it. As a reminder, all courtesy transportation options are...
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...
Flushing Services - 03/27/2020
Bulletin 04-06-01-029 addresses unscheduled supplemental services (including flushing services and additives) as well as the proper use of GM Simplified Maintenance Schedules. The recent update includes the addition of the 2019-20 model years and to remove...
Service Policies and Procedures Updates - 03/27/2020
The Service Policies and Procedures manual was updated March 16th, 2020, the following are a few of the updated topics: The parts retention period has been reduced from 15 days to 7. Warranty parts, with the exception of recall parts and parts that have...
Service Policies and Procedures - 01/03/2020
The Service Policies and Procedures Manuals are now found within the Sales, Service, Parts Policy and Procedures App. When you access the app you will see a Sales button and a Service & Parts button. Click the Service & Parts button to go to the...
Courtesy Transportation Bulletin 07-00-89-037 - 12/02/2019
... of the bumper-to-bumper warranty covered by an Emissions or Corrosion warranty, non-warranty services, GM brand maintenance service, Part warranty transactions (ZPTI and ZPTC), non-GM brand rental vehicles, and during services provided to vehicles in...
Cost Per Vehicle Serviced (CPVS) - 12/02/2019
The warranty CPVS is an important dollar figure that service management should pay close attention to. You can see your dealership’s CPVS in the Service Agent Detail section under Analyze Warranty. For tools to help with a detailed analysis of your...
Certified Service Instant Value Certificate - 04/23/2018
... time. Dealerships 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...
Maintenance Service Rejects - 07/23/2018
... before you submit them. One reject we see far too often are rejects for the GM maintenance 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...
Service Agent Self-Review (SASR) - 05/22/2018
The SASR Process is a management tool designed to assist Service Agents in the accurate and compliant administration of GM warranty. This tool, driven by an automated monthly analysis in Global Warranty Management (GWM), identifies anomalies in a Service...
Lucky 7 Service Conquest Program - 01/22/2018
... The price match offer does not apply to the following: parts only purchases, future visits or lifetime offers, financing agreements and service contracts, wholesale stores, collision repairs, non-GM recommended services, or prices of items found on the...
In-Service Date and Job Cards - 07/25/2017
... date, and year Complete 17-character VIN Odometer reading taken from the vehicle Delivery or in-service date (as applicable) Owner, lessee, or operator name and contact information Service Advisor ID (name or code) Customer’s signature that provides...
SAASR Page Two - CPVS & Vehicles Serviced - 08/21/2017
CPVS = the total adjusted expense divided by the total vehicles serviced by that service agent, reported as a three month rolling trend (go to the Current Metrics section on page one of the report to find your store’s total expense [adjusted] and...
Field Service Engineer - 08/22/2017
... Product Engineering on field issues, and provide state of health feedback as a basis for improving service department performance. With many FSE’s being asked to work on vehicles beyond warranty, FSE leadership implemented a new process on August...
Service Update Bulletin 17377 - 11/21/2017
A screenshot of the programming result is not a requirement when performing the inflatable restraint sensing and diagnostic module reprogramming procedure associated with SUB 17377. Previously a statement was displayed in Tis2Web during the programming ...
Service Training Standard - 10/24/2017
... required to maintain standard dealer empowerment levels. Dealers are expected to achieve a 100% Service Training Standard threshold by the end of the year, December 31, 2017. ...
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...
Service Update Bulletin - 05/22/2017
... 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 of improved OBD System Software. Owners on...
Service Agent Self-Review Process Revision - 04/17/2017
After reviewing dealer feedback regarding the SASR process, GM has made the decision to shorten the Observation Period durations. Previously a dealer entered into an observation period (cycle) and remained in that period for 120 days. Dealers felt ...
Service Programming System - 03/21/2017
Service Programming System (SPS) is a system that enables the service technician to update control module software. Specific labor operations are used to submit warranty claims for control module reprogramming. The operation allows for the reprogramming ...
Add-On Concern - Service Manager Verification - 02/17/2017
... 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 key words from the statement above: inspected and...
New Service Management Authorization Matrix - 10/26/2016
Service Policy & Procedures Article 3.2.13 and the Required Operating Procedures bulletin 04-00-89-015N have been revised to include a new Service Management Authorization Matrix. The new matrix has an effective date of October 1, 2016. To best view ...
Service Policy and Procedure Update Preview - 09/27/2016
The P&P updates: Effective October 1, 2016: DMA/DMC notification and approval is required via the Empowerment Portal for rentals four days and beyond. Effective October 1, 2016: DMA/DMC approval is required via the Empowerment Portal for ...
Slotted Service Keys - 09/27/2016
Certain Buick, Cadillac, Chevrolet, Oldsmobile, and Pontiac vehicles may have been involved in 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 ...
Service Update Bulletin - 07/28/2016
A Service Update Bulletin involves the immediate correction of new/unsold 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...
Service Training Standards - 11/18/2013
... as the 2013 calendar year nears completion, a recent administrative message was posted to remind service agents that there is still time to get your technicians to that 100% mark.When in the Center of Learning home page, view the Service Training Standards...
Parts and Accessories Warranty Coverage - 07/03/2013
... as a result of the covered part failure, GM will pay for the tow. The Certified Service Limited Lifetime Parts Warranty does not include towing coverage after 12 months. Finally, if the part being installed on the customer's vehicle is a remanufactured...
Service Management Authorization for OLH - 07/30/2013
A reminder from the latest release of the GM Service Policies and Procedures Manual: "Service management approval, in the form of an explanation with date, time and signature is required for the technician to proceed with other labour hours. Service management...
Required Operating Procedures aka The 18 Point Bulletin - 07/30/2013
The "18 Point" Service Bulletin, 04-00-89-015E Required Operating Procedures, has undergone an update to provide detail on the 10 most important topics from the Policy and Procedures Manual and the Global Warranty Management User's Manual. The following...
GM Certified Service Employee Discount Program - 02/26/2013
... 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 based on the total customer pay...
Service Contract Popularity - 03/11/2013
Service contracts are increasing in popularity as car repair costs rise. Consumers purchased more than 10 million service contracts in 2012 for both new and used vehicles. These contracts offer value and predictability by protecting a vehicle long after ...
Service Up Front - 04/12/2013
The latest trend: dealerships putting the service department in the front of the building next to the showroom. Future service departments will be bigger and grander than those in the past, which were more often small, noisy garages located at the back...
Service Update Bulletins and Stock Units - 05/14/2013
... Sometimes these field actions need to be performed on vehicles that have yet to be sold. A service update bulletin involves the immediate correction of new or unsold vehicles in a service agent's inventory. This type of field action is usually implemented...
... before you submit them. One reject we see far too often are rejects for the GM maintenance 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...
Service Agent Self-Review (SASR) - 05/22/2018
The SASR Process is a management tool designed to assist Service Agents in the accurate and compliant administration of GM warranty. This tool, driven by an automated monthly analysis in Global Warranty Management (GWM), identifies anomalies in a Service...
Lucky 7 Service Conquest Program - 01/22/2018
... The price match offer does not apply to the following: parts only purchases, future visits or lifetime offers, financing agreements and service contracts, wholesale stores, collision repairs, non-GM recommended services, or prices of items found on the...
In-Service Date and Job Cards - 07/25/2017
... date, and year Complete 17-character VIN Odometer reading taken from the vehicle Delivery or in-service date (as applicable) Owner, lessee, or operator name and contact information Service Advisor ID (name or code) Customer’s signature that provides...
SAASR Page Two - CPVS & Vehicles Serviced - 08/21/2017
CPVS = the total adjusted expense divided by the total vehicles serviced by that service agent, reported as a three month rolling trend (go to the Current Metrics section on page one of the report to find your store’s total expense [adjusted] and...
Field Service Engineer - 08/22/2017
... Product Engineering on field issues, and provide state of health feedback as a basis for improving service department performance. With many FSE’s being asked to work on vehicles beyond warranty, FSE leadership implemented a new process on August...
Service Update Bulletin 17377 - 11/21/2017
A screenshot of the programming result is not a requirement when performing the inflatable restraint sensing and diagnostic module reprogramming procedure associated with SUB 17377. Previously a statement was displayed in Tis2Web during the programming ...
Service Training Standard - 10/24/2017
... required to maintain standard dealer empowerment levels. Dealers are expected to achieve a 100% Service Training Standard threshold by the end of the year, December 31, 2017. ...
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...
Service Update Bulletin - 05/22/2017
... 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 of improved OBD System Software. Owners on...
Service Agent Self-Review Process Revision - 04/17/2017
After reviewing dealer feedback regarding the SASR process, GM has made the decision to shorten the Observation Period durations. Previously a dealer entered into an observation period (cycle) and remained in that period for 120 days. Dealers felt ...
Service Programming System - 03/21/2017
Service Programming System (SPS) is a system that enables the service technician to update control module software. Specific labor operations are used to submit warranty claims for control module reprogramming. The operation allows for the reprogramming ...
Add-On Concern - Service Manager Verification - 02/17/2017
... 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 key words from the statement above: inspected and...
New Service Management Authorization Matrix - 10/26/2016
Service Policy & Procedures Article 3.2.13 and the Required Operating Procedures bulletin 04-00-89-015N have been revised to include a new Service Management Authorization Matrix. The new matrix has an effective date of October 1, 2016. To best view ...
Service Policy and Procedure Update Preview - 09/27/2016
The P&P updates: Effective October 1, 2016: DMA/DMC notification and approval is required via the Empowerment Portal for rentals four days and beyond. Effective October 1, 2016: DMA/DMC approval is required via the Empowerment Portal for ...
Slotted Service Keys - 09/27/2016
Certain Buick, Cadillac, Chevrolet, Oldsmobile, and Pontiac vehicles may have been involved in 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 ...
Service Update Bulletin - 07/28/2016
A Service Update Bulletin involves the immediate correction of new/unsold 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...
Service Training Standards - 11/18/2013
... as the 2013 calendar year nears completion, a recent administrative message was posted to remind service agents that there is still time to get your technicians to that 100% mark.When in the Center of Learning home page, view the Service Training Standards...
Parts and Accessories Warranty Coverage - 07/03/2013
... as a result of the covered part failure, GM will pay for the tow. The Certified Service Limited Lifetime Parts Warranty does not include towing coverage after 12 months. Finally, if the part being installed on the customer's vehicle is a remanufactured...
Service Management Authorization for OLH - 07/30/2013
A reminder from the latest release of the GM Service Policies and Procedures Manual: "Service management approval, in the form of an explanation with date, time and signature is required for the technician to proceed with other labour hours. Service management...
Required Operating Procedures aka The 18 Point Bulletin - 07/30/2013
The "18 Point" Service Bulletin, 04-00-89-015E Required Operating Procedures, has undergone an update to provide detail on the 10 most important topics from the Policy and Procedures Manual and the Global Warranty Management User's Manual. The following...
GM Certified Service Employee Discount Program - 02/26/2013
... 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 based on the total customer pay...
Service Contract Popularity - 03/11/2013
Service contracts are increasing in popularity as car repair costs rise. Consumers purchased more than 10 million service contracts in 2012 for both new and used vehicles. These contracts offer value and predictability by protecting a vehicle long after ...
Service Up Front - 04/12/2013
The latest trend: dealerships putting the service department in the front of the building next to the showroom. Future service departments will be bigger and grander than those in the past, which were more often small, noisy garages located at the back...
Service Update Bulletins and Stock Units - 05/14/2013
... Sometimes these field actions need to be performed on vehicles that have yet to be sold. A service update bulletin involves the immediate correction of new or unsold vehicles in a service agent's inventory. This type of field action is usually implemented...
Isuzu Ascender - 04/12/2013
... in the driver door switch. Both of the bulletins include Isuzu Ascender vehicles. Some Isuzu service facilities may not have the necessary equipment to program the door switch module. Therefore, when necessary some Isuzu service facilities may sublet...
Disclosure of non-GM parts & non-GM Service Contracts - 07/03/2013
... must be clearly documented on the job card and the customer must receive a written notice. Service agents are also required to disclose to the customer any modifications made or parts and/or accessories installed on the vehicle that are non-GM Approved....
Certified Service Employee Discount Program - 06/06/2012
GM announced in early May of this year that the Certified Service GM Employee Discount Program has been extended through 12/31/2012. The program offers all US GM salaried, hourly and retired employees a discount towards customer pay service or parts purchases...
Service Engine Soon Light - 06/06/2012
Certain vehicles with Gen4 V8 engines may have a condition in which the service engine soon light is illuminated, the engine runs rough, or #1 and/or #7 spark plugs are cracked or oil fouled. DTC P0300 may be set. The condition may be caused by PCV pullover...
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...
Service Engine Soon Light - 05/02/2012
... vehicles equipped with a Gen4 V8 engine built before February 1, 2011, may have a concern with the service engine soon light being on and/or rough running engine. DTC P0300 may be set. Technicians may find cylinder #1 and #7 spark plugs oil fouled and/or...
Transmission Flush - 02/07/2012
... the removal of the transmission service from the owner's manual. Many manufacturers are using lifetime oil, making flush and fill services unnecessary, except for some that require the service after an extended time in service, at 10 years or 150,000...
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
... 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 a customer's aftermarket extended...
Update to Service Procedure - 08/30/2012
GM has issued an update to the service procedure listed in PI0029H. The PI addresses a squeak or rub type noise when turning the steering wheel at slow speeds. Affected vehicles include the 2008-2011 Buick Enclave, 2009-2011 Chevrolet Traverse, 2007-2011...
Service Programming System Warranty Transactions - 08/30/2012
... the warranty information section and an added reference to the module programming and setup in the service manual.There are 18 labour operations listed in the bulletin, which are also found in the LTG, for module programming. Modules are programmed using...
Service Retention - 08/30/2012
... 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 expiration. Approximately 1 in 4 US vehicle owners have a dealer/OEM prepaid or free...
Reject of the Month - 07/02/2012
846: Outside Factory Warranty. Aftermarket Extended Service Contract Found. Aftermarket Non-GM Service Contract information is currently being loaded into GlobalConnect IVH. The term "Aftermkt Non-GM Contract" will be displayed in the Service Contract...
Best Practices - 01/24/2013
... procedures.When defined methods, processes, systems or practices 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...
2013 National Certified Service Retail Plan - 01/24/2013
GM reports this program was a success 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, ...
The GM Service Policies and Procedures Manual Update - 11/05/2012
The GM Service Policies and Procedures Manual was updated in mid-October of this year. The GM Service Policies and Procedures Manual was updated in mid-October of this year. The following are a few of the significant changes made for the 2012 edition.Article...
Service Training Standards - 10/08/2012
Beginning January 1, 2013, individual dealer STS requirements will be determined by a dealer's VINs serviced rather than VINs sold. This methodology better aligns service training with overall technical training goals. Job cards for warranty and customer...
Courtesy Transportation - 01/10/2014
Earlier this month the Policies and Procedures Manual was updated, and among the updates was a change in the service management requirement of approving rental days. Previously, service management was required to approve two or more rental days for Chevrolet,...
Service Update Bulletin 13330 - 02/27/2014
SUB 13330 was cancelled effective January 25, 2014. All warranty transactions for this SUB were to be submitted prior to the cancellation date. All vehicles that were involved in SUB 13330, which addressed incorrect calibrations values in the Active Fuel ...
Service Update Bulletin 14002A - 02/27/2014
... item amount for Daubert Nox-Rust and Lloyds Kryptonite Metal Treatment. The bulletin provides a service procedure to inspect, and if necessary, repair the appearance of underbody components on involved vehicles. ...
Service Consultant Dashboard - 04/03/2014
... to the Global Warranty system.Applicable Warranty Section of IVH:Applicable Warranties Section of Service Consultant Dashboard:Any additional service, beyond the first four, will be performed at either the dealer or customer's expense. The Alerts and...
Non Serviceable Bracket - 07/01/2014
... the bracket onto the windshield. These vehicles have a revised bracket design that is not serviceable. It is necessary to replace the windshield glass assembly. The bracket comes installed on the new glass. ...
4G Service - 06/06/2014
... curious. The wide pricing spectrum reflects the uncertainty around future demand for GM's 4G LTE service. The 4G LTE service will be first available with the 2015 Chevrolet Malibu. The feature is several times faster than 3G service, and will be available...
2014 Certified Service Employee Discount Program - 05/09/2014
The Certified Service GM Employee Discount Program has been extended for the 2014 calendar 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...
Claiming Six or More Rental Days - 02/23/2015
... can be accessed in the Dealer Aftersales Empowerment link found under Reports & Tools in Service Workbench. Complete the Claim Pre-Approval request and send it to your DMA. You will receive an email from your DMA that will indicate approval or denial....
... in the driver door switch. Both of the bulletins include Isuzu Ascender vehicles. Some Isuzu service facilities may not have the necessary equipment to program the door switch module. Therefore, when necessary some Isuzu service facilities may sublet...
Disclosure of non-GM parts & non-GM Service Contracts - 07/03/2013
... must be clearly documented on the job card and the customer must receive a written notice. Service agents are also required to disclose to the customer any modifications made or parts and/or accessories installed on the vehicle that are non-GM Approved....
Certified Service Employee Discount Program - 06/06/2012
GM announced in early May of this year that the Certified Service GM Employee Discount Program has been extended through 12/31/2012. The program offers all US GM salaried, hourly and retired employees a discount towards customer pay service or parts purchases...
Service Engine Soon Light - 06/06/2012
Certain vehicles with Gen4 V8 engines may have a condition in which the service engine soon light is illuminated, the engine runs rough, or #1 and/or #7 spark plugs are cracked or oil fouled. DTC P0300 may be set. The condition may be caused by PCV pullover...
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...
Service Engine Soon Light - 05/02/2012
... vehicles equipped with a Gen4 V8 engine built before February 1, 2011, may have a concern with the service engine soon light being on and/or rough running engine. DTC P0300 may be set. Technicians may find cylinder #1 and #7 spark plugs oil fouled and/or...
Transmission Flush - 02/07/2012
... the removal of the transmission service from the owner's manual. Many manufacturers are using lifetime oil, making flush and fill services unnecessary, except for some that require the service after an extended time in service, at 10 years or 150,000...
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
... 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 a customer's aftermarket extended...
Update to Service Procedure - 08/30/2012
GM has issued an update to the service procedure listed in PI0029H. The PI addresses a squeak or rub type noise when turning the steering wheel at slow speeds. Affected vehicles include the 2008-2011 Buick Enclave, 2009-2011 Chevrolet Traverse, 2007-2011...
Service Programming System Warranty Transactions - 08/30/2012
... the warranty information section and an added reference to the module programming and setup in the service manual.There are 18 labour operations listed in the bulletin, which are also found in the LTG, for module programming. Modules are programmed using...
Service Retention - 08/30/2012
... 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 expiration. Approximately 1 in 4 US vehicle owners have a dealer/OEM prepaid or free...
Reject of the Month - 07/02/2012
846: Outside Factory Warranty. Aftermarket Extended Service Contract Found. Aftermarket Non-GM Service Contract information is currently being loaded into GlobalConnect IVH. The term "Aftermkt Non-GM Contract" will be displayed in the Service Contract...
Best Practices - 01/24/2013
... procedures.When defined methods, processes, systems or practices 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...
2013 National Certified Service Retail Plan - 01/24/2013
GM reports this program was a success 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, ...
The GM Service Policies and Procedures Manual Update - 11/05/2012
The GM Service Policies and Procedures Manual was updated in mid-October of this year. The GM Service Policies and Procedures Manual was updated in mid-October of this year. The following are a few of the significant changes made for the 2012 edition.Article...
Service Training Standards - 10/08/2012
Beginning January 1, 2013, individual dealer STS requirements will be determined by a dealer's VINs serviced rather than VINs sold. This methodology better aligns service training with overall technical training goals. Job cards for warranty and customer...
Courtesy Transportation - 01/10/2014
Earlier this month the Policies and Procedures Manual was updated, and among the updates was a change in the service management requirement of approving rental days. Previously, service management was required to approve two or more rental days for Chevrolet,...
Service Update Bulletin 13330 - 02/27/2014
SUB 13330 was cancelled effective January 25, 2014. All warranty transactions for this SUB were to be submitted prior to the cancellation date. All vehicles that were involved in SUB 13330, which addressed incorrect calibrations values in the Active Fuel ...
Service Update Bulletin 14002A - 02/27/2014
... item amount for Daubert Nox-Rust and Lloyds Kryptonite Metal Treatment. The bulletin provides a service procedure to inspect, and if necessary, repair the appearance of underbody components on involved vehicles. ...
Service Consultant Dashboard - 04/03/2014
... to the Global Warranty system.Applicable Warranty Section of IVH:Applicable Warranties Section of Service Consultant Dashboard:Any additional service, beyond the first four, will be performed at either the dealer or customer's expense. The Alerts and...
Non Serviceable Bracket - 07/01/2014
... the bracket onto the windshield. These vehicles have a revised bracket design that is not serviceable. It is necessary to replace the windshield glass assembly. The bracket comes installed on the new glass. ...
4G Service - 06/06/2014
... curious. The wide pricing spectrum reflects the uncertainty around future demand for GM's 4G LTE service. The 4G LTE service will be first available with the 2015 Chevrolet Malibu. The feature is several times faster than 3G service, and will be available...
2014 Certified Service Employee Discount Program - 05/09/2014
The Certified Service GM Employee Discount Program has been extended for the 2014 calendar 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...
Claiming Six or More Rental Days - 02/23/2015
... can be accessed in the Dealer Aftersales Empowerment link found under Reports & Tools in Service Workbench. Complete the Claim Pre-Approval request and send it to your DMA. You will receive an email from your DMA that will indicate approval or denial....
Service Management Approval - 01/21/2015
Service Management approval is required, but not limited to the following: all authorization codes (e.g. policy decision, part ceiling exceeded, repeat repair, etc), customer concern not duplicated, windshield replacements, wheel alignment/balance, OLH, ...
Diagnostic Time Service Management Approval - 12/19/2014
... made when claiming diagnostic/add time in addition to published base time. This time now requires service management approval. All published base time shown in the Labour Time Guide includes some diagnosis time. Certain labour operations allow...
Service Management: Sign, Date, Time, & Explain - 10/03/2014
If you are a service manager, you may think that all you do all day is sign things. While there are a number of situations that require service management involvement that include a signature, the date and time this signature was made, and the reason...
Help Customers Understand Oil Change Mileage - 10/03/2014
... with the purchase of a new Chevrolet, Buick, or GMC since the 2014 model year. This maintenance service was also provided for certain 2013 models. The coverage is for 2 years or 24,000 miles, but there is a limit of 4 service events during this timeframe....
Customer Pay Service Offer - 11/25/2014
... Owner's Manual. Additionally, the eligible service must include a part covered by the Limited Lifetime Parts Warranty. The program is in effect from November 1, through December 31, 2014.Eligible LLPW components include the following: air conditioning...
Cadillac Service Offer - 10/03/2014
Targeted Cadillac owners will receive an offer for a complimentary synthetic oil change or $55 off any service. The offer must be taken advantage of by 10/31. Labour code 0600521 is used to submit for the oil change; claim $55 in the Miscellaneous Net...
Service Management Approval - 10/02/2015
While not all warranty transactions require service management involvement, there are a number of situations where service management approval is required either before a repair is made or prior to transaction submission. Refer to the Service Management...
GM CCA Battery Service Center - 06/30/2015
GM has announced the opening of the new Battery Service Center (BSC). The new center will be the national distribution center for GM's Lithium Ion Batteries. The center, is the centralized source for distribution, storage and care of GM Li Ion batteries....
Service Information Keyword/Labor Operation Search - 06/02/2015
... communication.The third SI update is the inclusion of Maintenance Items to Quick Links within the Service Manuals/Bulletins publication.This new link will take the user to a page that displays Maintenance Procedures, which, for example, lists such procedures...
Service Management Authorization Matrix - 05/24/2016
There have been a couple additions to the Service Management Authorization Matrix that was released in mid-April. The matrix is available as a downloadable resource in the Service Policies and Procedures Manual, Article 3.2.13. The most recent additions...
Technical Service Bulletins - 03/01/2016
While reviewing some newer technical service bulletins, I came across a commonality in the Warranty Information section. In some cases a warranty claim is not to be submitted for the issue outlined in the bulletin. Some may think that is a bit unusual,...
GM Employee Discount for Service - 03/01/2016
The Certified Service GM Employee Discount Program has been extended for the 2016 calendar 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...
Techline Data Service - 02/02/2016
GM recently announced Techline Data Service (TDS) to address the problem with vehicle software updates that are becoming larger and more difficult to manage. TDS is an enhancement to the way larger files are delivered and managed through TIS2Web. It is...
Service Management Approval Requirements - 12/26/2023
There are four elements of a service management authorization: Signature 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...
Service Training Standards - 12/26/2023
New course requirements have been added as Service Training Standards (STS) for 2024. Additionally, Body Structural training requirements will be changing in 2025. The courses are currently listed as Future Requirements on the Body Structure (I-CAR) Learning...
Service Information Functionality - 11/29/2023
GM has released work-arounds to address concerns within the Service Information application. In cases where the Bulletin Number Search is not working for certain bulletins/campaigns, search by Document ID if known, or enter the VIN or year/make/model...
Electronic Service Center Tips - 08/29/2023
There are several electronic components that are provided to dealerships by third-party Electronic Service Centers (ESC). Such components replaced under warranty or policy are owned by the ESC and are therefore only available through these third parties....
Service Update Bulletin - 07/25/2023
A Service Update Bulletin involves the immediate correction of new/unsold vehicles, prior 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...
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...
General Services Administration - 01/24/2023
... the Federal Government. Dealers may be called upon to participate in the pre-delivery inspection service for those vehicles. There will be no vehicle documents sent to the dealership for these deliveries as they do not involve any financial transactions...
Service Advisor Vehicle Interface (SAVI) - 01/05/2023
... by mid-2023 GM will begin checking submitted warranty claims for an approved and completed dongle service lane scan (e.g. SAVI, eAdvisor, Tekion). Once the effective date has been announced, claims that are submitted without a dongle device scan will...
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. ...
Service Information - 10/28/2022
... information, documentation and labor time is essential for successful warranty claims submission. Service Information, or SI, is one of those tools that a seasoned warranty administrator uses daily to find essential repair information. There are many...
Prior to Repair Approvals - 05/25/2022
There are a number of situations with a warranty transaction that require service management approval. This approval is in the form of a signature (or initials), date, time, and explanation. The date and time approval is given depends on what the approval...
Eligibility to Service - 04/26/2022
To be eligible to service electric models, dealers must have a current executed Participation Agreement in place, completed all required training and maintain all required tools and equipment. Once the requirements have been met, the dealer is eligible...
Service Management approval is required, but not limited to the following: all authorization codes (e.g. policy decision, part ceiling exceeded, repeat repair, etc), customer concern not duplicated, windshield replacements, wheel alignment/balance, OLH, ...
Diagnostic Time Service Management Approval - 12/19/2014
... made when claiming diagnostic/add time in addition to published base time. This time now requires service management approval. All published base time shown in the Labour Time Guide includes some diagnosis time. Certain labour operations allow...
Service Management: Sign, Date, Time, & Explain - 10/03/2014
If you are a service manager, you may think that all you do all day is sign things. While there are a number of situations that require service management involvement that include a signature, the date and time this signature was made, and the reason...
Help Customers Understand Oil Change Mileage - 10/03/2014
... with the purchase of a new Chevrolet, Buick, or GMC since the 2014 model year. This maintenance service was also provided for certain 2013 models. The coverage is for 2 years or 24,000 miles, but there is a limit of 4 service events during this timeframe....
Customer Pay Service Offer - 11/25/2014
... Owner's Manual. Additionally, the eligible service must include a part covered by the Limited Lifetime Parts Warranty. The program is in effect from November 1, through December 31, 2014.Eligible LLPW components include the following: air conditioning...
Cadillac Service Offer - 10/03/2014
Targeted Cadillac owners will receive an offer for a complimentary synthetic oil change or $55 off any service. The offer must be taken advantage of by 10/31. Labour code 0600521 is used to submit for the oil change; claim $55 in the Miscellaneous Net...
Service Management Approval - 10/02/2015
While not all warranty transactions require service management involvement, there are a number of situations where service management approval is required either before a repair is made or prior to transaction submission. Refer to the Service Management...
GM CCA Battery Service Center - 06/30/2015
GM has announced the opening of the new Battery Service Center (BSC). The new center will be the national distribution center for GM's Lithium Ion Batteries. The center, is the centralized source for distribution, storage and care of GM Li Ion batteries....
Service Information Keyword/Labor Operation Search - 06/02/2015
... communication.The third SI update is the inclusion of Maintenance Items to Quick Links within the Service Manuals/Bulletins publication.This new link will take the user to a page that displays Maintenance Procedures, which, for example, lists such procedures...
Service Management Authorization Matrix - 05/24/2016
There have been a couple additions to the Service Management Authorization Matrix that was released in mid-April. The matrix is available as a downloadable resource in the Service Policies and Procedures Manual, Article 3.2.13. The most recent additions...
Technical Service Bulletins - 03/01/2016
While reviewing some newer technical service bulletins, I came across a commonality in the Warranty Information section. In some cases a warranty claim is not to be submitted for the issue outlined in the bulletin. Some may think that is a bit unusual,...
GM Employee Discount for Service - 03/01/2016
The Certified Service GM Employee Discount Program has been extended for the 2016 calendar 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...
Techline Data Service - 02/02/2016
GM recently announced Techline Data Service (TDS) to address the problem with vehicle software updates that are becoming larger and more difficult to manage. TDS is an enhancement to the way larger files are delivered and managed through TIS2Web. It is...
Service Management Approval Requirements - 12/26/2023
There are four elements of a service management authorization: Signature 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...
Service Training Standards - 12/26/2023
New course requirements have been added as Service Training Standards (STS) for 2024. Additionally, Body Structural training requirements will be changing in 2025. The courses are currently listed as Future Requirements on the Body Structure (I-CAR) Learning...
Service Information Functionality - 11/29/2023
GM has released work-arounds to address concerns within the Service Information application. In cases where the Bulletin Number Search is not working for certain bulletins/campaigns, search by Document ID if known, or enter the VIN or year/make/model...
Electronic Service Center Tips - 08/29/2023
There are several electronic components that are provided to dealerships by third-party Electronic Service Centers (ESC). Such components replaced under warranty or policy are owned by the ESC and are therefore only available through these third parties....
Service Update Bulletin - 07/25/2023
A Service Update Bulletin involves the immediate correction of new/unsold vehicles, prior 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...
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...
General Services Administration - 01/24/2023
... the Federal Government. Dealers may be called upon to participate in the pre-delivery inspection service for those vehicles. There will be no vehicle documents sent to the dealership for these deliveries as they do not involve any financial transactions...
Service Advisor Vehicle Interface (SAVI) - 01/05/2023
... by mid-2023 GM will begin checking submitted warranty claims for an approved and completed dongle service lane scan (e.g. SAVI, eAdvisor, Tekion). Once the effective date has been announced, claims that are submitted without a dongle device scan will...
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. ...
Service Information - 10/28/2022
... information, documentation and labor time is essential for successful warranty claims submission. Service Information, or SI, is one of those tools that a seasoned warranty administrator uses daily to find essential repair information. There are many...
Prior to Repair Approvals - 05/25/2022
There are a number of situations with a warranty transaction that require service management approval. This approval is in the form of a signature (or initials), date, time, and explanation. The date and time approval is given depends on what the approval...
Eligibility to Service - 04/26/2022
To be eligible to service electric models, dealers must have a current executed Participation Agreement in place, completed all required training and maintain all required tools and equipment. Once the requirements have been met, the dealer is eligible...
Eligibility to Service EV Models - 03/28/2022
... Agreement requires dealers maintain required training, tools, and equipment to be eligible to service electric vehicles. If all requirements are not satisfied, the dealership is unable to service EV vehicles. Additionally, transactions that are received...
Updates to the Service Policies & Procedures Manual - 07/27/2022
... 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 new vehicle bumper-to-bumper...
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...
Service Information: The LTG, Warranty Job Aid, and Bulletins/Documents - 10/26/2021
... information, documentation and labor time is essential for successful warranty claims submission. Service Information, or SI, is one of those tools that a seasoned warranty administrator uses daily to find essential repair information. There are many...
Service Management Approval - 01/27/2022
The most common items that require service management approval are: OLH time Repeat Repairs Policy Repairs Excessive Parts Repairs Odometer Discrepancy Add On Repairs A complete approval by service management includes: signature or initials, date, time,...
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...
Service Information - Improved! - 04/29/2021
The 2019-2021 light duty pickup service manual was rewritten in GM’s new service manual format. Technicians will notice limited link outs, enhanced torque tables with pictorials, and improved information about single use fasteners and component...
GM Service Replacement Part Warranties - 02/25/2021
Most GM service replacement parts replaced at a GM dealership carry a 24-month, unlimited mileage warranty. If the part fails within this warranty period, parts and labor, as well as towing, if necessary, are covered. If the part was sold over the counter,...
Service Update Bulletin N202319660 - 12/29/2020
The SUB addresses a valve spring issue on certain 2020-21 Cadillac Escalade, Chevrolet Camaro, Corvette, Silverado 1500, Suburban, Tahoe, and GMC Sierra 1500, Yukon vehicles. The bulletin specifically calls out the process of inspecting involved vehicles ...
Maintenance Plans - 09/27/2017
... The bottom line: the purpose of the complimentary maintenance programs GM offers is to increase service retention and sales loyalty. Oil change frequency is based on the Oil Life Monitor system. GM does, however, allow for oil changes to be performed...
Warranty Policy Deviations - 10/01/2013
... 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 authorizing the Service...
Analyzing Warranty Parts - 02/04/2010
... root cause failure. Parts and associated documentation that do not meet the criteria required of service agents may be charged back. Parts in this category are usually there for the following reasons:The service agent returned incorrect or incomplete...
Reject Code 242 - 03/11/2010
... are submitted and paid without the need for an authorization code. If authorization is necessary, service management is given the authority, and that authority varies depending on the service agent's standing with GM, to self-authorize transactions that...
Part Warranty Clarification - 04/25/2023
... Policies and Procedures manual, starting on page 112. General Motors Certified Service Limited Lifetime Parts: Lifetime Parts are covered as long as the original purchaser still owns the vehicle. The following are parts covered under this warranty...
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...
Job Card Write-Up and Final Closeout - 05/26/2021
... VIN (one vehicle per job card) Odometer reading as physically inspected on the vehicle by the service advisor (do not record tenths) at the time of write up for mileage in and recorded for mileage out. One of the following: Delivery date,...
Data Analysis - 01/27/2022
Data Analysis: Last month we took a look at the Analyze Warranty section of Global Warranty Management as well as the Service Agent Analysis Summary Report and Comparative Analytics. These tools provide the dealer with the ability to analyze and manage...
Customer Concern Verification Sheets - 08/22/2022
There is no question that one of the 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...
Sublet Warranty Repairs - 11/18/2010
... labour allowance would be 1.8 and the maximum material allowance would be $46.96. Using the service agent's labour rate they would have submitted the transaction for a total of $198.45, had they had their own body shop. GM Policies and Procedures state...
Product Field Action Reimbursements - 06/08/2011
... Assistance Center. Beginning May 15th, 2011, a request for reimbursement is now handled by the service agent. If your customer seeks reimbursement they must complete the GM Product Field Action Customer Reimbursement form (CCRF) that is included with...
Maintenance Program Labour Operations Now in the Labour Time Guide - 09/04/2013
... oil change, tire rotation, cabin air filter replacement, engine air filter, and clutch hydraulic service. Reimbursement for these services also states to refer to the Dealer Guide. The Cadillac Premium Care Maintenance Guide may be found in GlobalConnect/Service...
The New Cadillac Certified Pre Owned Program - 07/03/2013
... manufacturer's pre-owned warranty. The 6 year/70,000 mile coverage will begin with the original in-service date, the same as the previous Cadillac CPO warranty. All Cadillac CPO vehicles come with three months of OnStar Directions and Connections. The...
From the P&P Manual - 11/18/2013
... Options A & C - Article 1.5.1.1 through 1.5.1.6: There are two different options available for Service Agent warranty labour rates, Option A (retail rate) and Option C (Consumer Price Index). Option A is available to the dealer by completing a service...
Authorization Codes - 01/10/2014
Global Warranty Management tracks a service agent's effective use of authorization codes. To view your effectiveness in applying authorization codes go to: Analyze Warranty/View Warranty Analysis Reports/Service Agent Empowerment Usage and select the...
Free Agent Audit: - 08/09/2012
In mid-June, 2012, GM distributed non-compliance audit notices that pertained to the Free Agent Brand Retention Service Private Offer Program. The private service offer was for select Saturn, Pontiac, Hummer and retained brand customers whose dealership...
... Agreement requires dealers maintain required training, tools, and equipment to be eligible to service electric vehicles. If all requirements are not satisfied, the dealership is unable to service EV vehicles. Additionally, transactions that are received...
Updates to the Service Policies & Procedures Manual - 07/27/2022
... 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 new vehicle bumper-to-bumper...
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...
Service Information: The LTG, Warranty Job Aid, and Bulletins/Documents - 10/26/2021
... information, documentation and labor time is essential for successful warranty claims submission. Service Information, or SI, is one of those tools that a seasoned warranty administrator uses daily to find essential repair information. There are many...
Service Management Approval - 01/27/2022
The most common items that require service management approval are: OLH time Repeat Repairs Policy Repairs Excessive Parts Repairs Odometer Discrepancy Add On Repairs A complete approval by service management includes: signature or initials, date, time,...
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...
Service Information - Improved! - 04/29/2021
The 2019-2021 light duty pickup service manual was rewritten in GM’s new service manual format. Technicians will notice limited link outs, enhanced torque tables with pictorials, and improved information about single use fasteners and component...
GM Service Replacement Part Warranties - 02/25/2021
Most GM service replacement parts replaced at a GM dealership carry a 24-month, unlimited mileage warranty. If the part fails within this warranty period, parts and labor, as well as towing, if necessary, are covered. If the part was sold over the counter,...
Service Update Bulletin N202319660 - 12/29/2020
The SUB addresses a valve spring issue on certain 2020-21 Cadillac Escalade, Chevrolet Camaro, Corvette, Silverado 1500, Suburban, Tahoe, and GMC Sierra 1500, Yukon vehicles. The bulletin specifically calls out the process of inspecting involved vehicles ...
Maintenance Plans - 09/27/2017
... The bottom line: the purpose of the complimentary maintenance programs GM offers is to increase service retention and sales loyalty. Oil change frequency is based on the Oil Life Monitor system. GM does, however, allow for oil changes to be performed...
Warranty Policy Deviations - 10/01/2013
... 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 authorizing the Service...
Analyzing Warranty Parts - 02/04/2010
... root cause failure. Parts and associated documentation that do not meet the criteria required of service agents may be charged back. Parts in this category are usually there for the following reasons:The service agent returned incorrect or incomplete...
Reject Code 242 - 03/11/2010
... are submitted and paid without the need for an authorization code. If authorization is necessary, service management is given the authority, and that authority varies depending on the service agent's standing with GM, to self-authorize transactions that...
Part Warranty Clarification - 04/25/2023
... Policies and Procedures manual, starting on page 112. General Motors Certified Service Limited Lifetime Parts: Lifetime Parts are covered as long as the original purchaser still owns the vehicle. The following are parts covered under this warranty...
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...
Job Card Write-Up and Final Closeout - 05/26/2021
... VIN (one vehicle per job card) Odometer reading as physically inspected on the vehicle by the service advisor (do not record tenths) at the time of write up for mileage in and recorded for mileage out. One of the following: Delivery date,...
Data Analysis - 01/27/2022
Data Analysis: Last month we took a look at the Analyze Warranty section of Global Warranty Management as well as the Service Agent Analysis Summary Report and Comparative Analytics. These tools provide the dealer with the ability to analyze and manage...
Customer Concern Verification Sheets - 08/22/2022
There is no question that one of the 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...
Sublet Warranty Repairs - 11/18/2010
... labour allowance would be 1.8 and the maximum material allowance would be $46.96. Using the service agent's labour rate they would have submitted the transaction for a total of $198.45, had they had their own body shop. GM Policies and Procedures state...
Product Field Action Reimbursements - 06/08/2011
... Assistance Center. Beginning May 15th, 2011, a request for reimbursement is now handled by the service agent. If your customer seeks reimbursement they must complete the GM Product Field Action Customer Reimbursement form (CCRF) that is included with...
Maintenance Program Labour Operations Now in the Labour Time Guide - 09/04/2013
... oil change, tire rotation, cabin air filter replacement, engine air filter, and clutch hydraulic service. Reimbursement for these services also states to refer to the Dealer Guide. The Cadillac Premium Care Maintenance Guide may be found in GlobalConnect/Service...
The New Cadillac Certified Pre Owned Program - 07/03/2013
... manufacturer's pre-owned warranty. The 6 year/70,000 mile coverage will begin with the original in-service date, the same as the previous Cadillac CPO warranty. All Cadillac CPO vehicles come with three months of OnStar Directions and Connections. The...
From the P&P Manual - 11/18/2013
... Options A & C - Article 1.5.1.1 through 1.5.1.6: There are two different options available for Service Agent warranty labour rates, Option A (retail rate) and Option C (Consumer Price Index). Option A is available to the dealer by completing a service...
Authorization Codes - 01/10/2014
Global Warranty Management tracks a service agent's effective use of authorization codes. To view your effectiveness in applying authorization codes go to: Analyze Warranty/View Warranty Analysis Reports/Service Agent Empowerment Usage and select the...
Free Agent Audit: - 08/09/2012
In mid-June, 2012, GM distributed non-compliance audit notices that pertained to the Free Agent Brand Retention Service Private Offer Program. The private service offer was for select Saturn, Pontiac, Hummer and retained brand customers whose dealership...
A Review of Roadside Assistance - 02/07/2012
... Assistance has been a supplement to the New Vehicle Limited Warranty coverage for many years. Services are provided for up to the 5 years or 100,000 miles and are allowed for anyone driving the covered vehicle. This service is not a part of the New Vehicle...
SUBs - 06/06/2012
How many vehicles on the lot have an open SUB (Service Update), or Field Action Bulletin? Log onto GlobalConnect and click the Service tab to review the Vehicles in Inventory with Open Service Update Bulletins or Field Actions. Make it a priority to complete...
Effective Use of Authorization Codes - 02/02/2016
There is a report in Global Warranty Management that tracks a service agent's effective use of authorization codes. To view your effectiveness in applying authorization codes, go to: Analyze Warranty > View Warranty Analysis Reports > Service Agent...
Required Operating Procedures - 04/08/2016
The Required Operating Procedure Bulletin was updated in early March to include the 2017 model year and update the Service Management Authorization Matrix. The 8 points that are contained within the bulletin have been taken from the GM Policies...
Did You Know? - 03/26/2015
The service management authorization matrix was revised in March of this year. The service management authorization requirement for diagnostic time approval has been removed. The most recent copy of the matrix is available in the Service Policies...
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 ...
A Review of the Courtesy Transportation Program - 10/01/2013
... transportation reimbursement. Only shuttles, one-way or two-way, are reimbursable for any warranty service. The other options are for overnight repairs only, with the exception of Cadillac customers who qualify for all of the courtesy transportation...
Going With the Flow Chart - 03/08/2012
A day in the service department of your dealership can often be described as anything but routine, but a good routine will help everyone remember their responsibilities and to insure that important steps do not get missed. Not all dealerships operate...
Customer Assistance - 04/28/2015
... issue. The booklet states that customer satisfaction and goodwill are important to both the service agent and GM. Concerns with sales transactions or the operation of the vehicle are best resolved by the service agent, either in the sales or service...
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...
Authorization to Perform Repairs - 12/01/2015
... card. The following is an example of an authorization to perform repairs statement from the Service Policies and Procedures Manual Article 3.2.4.The following policies pertain to customer signatures on warranty and policy transactions:The customer...
Reject of the Month - 10/03/2014
The owner of a 2010 Chevrolet Traverse had their local service department take a look at the vehicle's power steering as they found it to be locking up at times. The technician verified that the steering did indeed lock up and found that the failure was...
Achieving Elite - 01/28/2014
... Elite status can find their dealership data in GWM by selecting the 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...
24 Month Warranty - 04/22/2019
... covered under the GM Certified Service Limited Lifetime Parts warranty changed April 1, 2018, as well. While the parts listed below have a lifetime warranty, labor is only covered for 24 months. Labor on these parts that fail after 24 months is the responsibility...
GM Replacement Parts Warranty - 06/26/2019
... type created for parts that had longer warranty coverage, including parts that had a limited lifetime warranty. These parts and parts that have the new 24 months, unlimited mileage warranty may require approval as a policy repair as the edits for part...
Cadillac Roadside - 07/25/2017
... and CPO vehicles, 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...
Missing Paperwork - 03/10/2011
... employee turnover for dealers across the nation. Many new names and faces now staff dealership service and administrative offices everywhere. This increase in new hires and shifting positions within the dealer network has lead to increased errors and...
2022 Policies & Procedures Updates - 03/28/2022
The Service Policies and Procedures manual was updated in March, as usually happens once a year. Many of the updates are changes made and announced last year so while they are not new policies, they are now documented in the P&P manual. Some updates...
New Year, New Compliance Initiative - 12/26/2023
... warranty job card must be signed by the customer authorizing the dealer to perform the requested service/repairs. If the customer is present, service advisors simply have the customer sign on the authorization to repair line. If a service advisor fails...
Open Recalls - 12/24/2010
Service incentives and complimentary service certificates have been great tools to increase the traffic in every dealer's service department. While these items provide easy service dollars for dealerships, there are often additional dollars that are missed ...
Saturn, Hummer and Pontiac Vehicle Warranty Repairs - 11/18/2010
... for the performance of warranty repairs. All GM dealers are empowered to offer cross-line warranty service repairs. These repairs may be performed as long as the customer is still covered under the new vehicle warranty and the service department has...
Owner's Manual Availability - 05/12/2010
... (how to reset a power folding mirror, for example) on a certain vehicle, but can't find it in the service manual? The owners manual provides technical or service information that is helpful to the customer and in the service area. Access Service Information...
Required Operating Procedures - 06/27/2016
The Required Operating Procedures bulletin has been updated again. The updates were made to the Service Management Authorization matrix and the Frequently Asked Questions sections. Changes to the matrix include removing the, "require authorization...
Courtesy Transportation Update - 01/28/2014
... Rate Reimbursement Tier 1 Rentals (all GM brands/models, except Cadillac) - The Service Agent can submit for actual rental expenses up to a maximum of $38 per day when a GM vehicle is rented from a preferred rental agency. Chevrolet or Buick/GMC...
Customer Assistance Center Diagnosis Waiver - 06/06/2014
... dealership about a vehicle concern. When this happens, CAC advisors would often contact dealership service management to discuss the concern, with the goal of coming up with a satisfactory solution. Since July 1st, 2013, the GM Customer Experience CARS...
... Assistance has been a supplement to the New Vehicle Limited Warranty coverage for many years. Services are provided for up to the 5 years or 100,000 miles and are allowed for anyone driving the covered vehicle. This service is not a part of the New Vehicle...
SUBs - 06/06/2012
How many vehicles on the lot have an open SUB (Service Update), or Field Action Bulletin? Log onto GlobalConnect and click the Service tab to review the Vehicles in Inventory with Open Service Update Bulletins or Field Actions. Make it a priority to complete...
Effective Use of Authorization Codes - 02/02/2016
There is a report in Global Warranty Management that tracks a service agent's effective use of authorization codes. To view your effectiveness in applying authorization codes, go to: Analyze Warranty > View Warranty Analysis Reports > Service Agent...
Required Operating Procedures - 04/08/2016
The Required Operating Procedure Bulletin was updated in early March to include the 2017 model year and update the Service Management Authorization Matrix. The 8 points that are contained within the bulletin have been taken from the GM Policies...
Did You Know? - 03/26/2015
The service management authorization matrix was revised in March of this year. The service management authorization requirement for diagnostic time approval has been removed. The most recent copy of the matrix is available in the Service Policies...
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 ...
A Review of the Courtesy Transportation Program - 10/01/2013
... transportation reimbursement. Only shuttles, one-way or two-way, are reimbursable for any warranty service. The other options are for overnight repairs only, with the exception of Cadillac customers who qualify for all of the courtesy transportation...
Going With the Flow Chart - 03/08/2012
A day in the service department of your dealership can often be described as anything but routine, but a good routine will help everyone remember their responsibilities and to insure that important steps do not get missed. Not all dealerships operate...
Customer Assistance - 04/28/2015
... issue. The booklet states that customer satisfaction and goodwill are important to both the service agent and GM. Concerns with sales transactions or the operation of the vehicle are best resolved by the service agent, either in the sales or service...
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...
Authorization to Perform Repairs - 12/01/2015
... card. The following is an example of an authorization to perform repairs statement from the Service Policies and Procedures Manual Article 3.2.4.The following policies pertain to customer signatures on warranty and policy transactions:The customer...
Reject of the Month - 10/03/2014
The owner of a 2010 Chevrolet Traverse had their local service department take a look at the vehicle's power steering as they found it to be locking up at times. The technician verified that the steering did indeed lock up and found that the failure was...
Achieving Elite - 01/28/2014
... Elite status can find their dealership data in GWM by selecting the 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...
24 Month Warranty - 04/22/2019
... covered under the GM Certified Service Limited Lifetime Parts warranty changed April 1, 2018, as well. While the parts listed below have a lifetime warranty, labor is only covered for 24 months. Labor on these parts that fail after 24 months is the responsibility...
GM Replacement Parts Warranty - 06/26/2019
... type created for parts that had longer warranty coverage, including parts that had a limited lifetime warranty. These parts and parts that have the new 24 months, unlimited mileage warranty may require approval as a policy repair as the edits for part...
Cadillac Roadside - 07/25/2017
... and CPO vehicles, 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...
Missing Paperwork - 03/10/2011
... employee turnover for dealers across the nation. Many new names and faces now staff dealership service and administrative offices everywhere. This increase in new hires and shifting positions within the dealer network has lead to increased errors and...
2022 Policies & Procedures Updates - 03/28/2022
The Service Policies and Procedures manual was updated in March, as usually happens once a year. Many of the updates are changes made and announced last year so while they are not new policies, they are now documented in the P&P manual. Some updates...
New Year, New Compliance Initiative - 12/26/2023
... warranty job card must be signed by the customer authorizing the dealer to perform the requested service/repairs. If the customer is present, service advisors simply have the customer sign on the authorization to repair line. If a service advisor fails...
Open Recalls - 12/24/2010
Service incentives and complimentary service certificates have been great tools to increase the traffic in every dealer's service department. While these items provide easy service dollars for dealerships, there are often additional dollars that are missed ...
Saturn, Hummer and Pontiac Vehicle Warranty Repairs - 11/18/2010
... for the performance of warranty repairs. All GM dealers are empowered to offer cross-line warranty service repairs. These repairs may be performed as long as the customer is still covered under the new vehicle warranty and the service department has...
Owner's Manual Availability - 05/12/2010
... (how to reset a power folding mirror, for example) on a certain vehicle, but can't find it in the service manual? The owners manual provides technical or service information that is helpful to the customer and in the service area. Access Service Information...
Required Operating Procedures - 06/27/2016
The Required Operating Procedures bulletin has been updated again. The updates were made to the Service Management Authorization matrix and the Frequently Asked Questions sections. Changes to the matrix include removing the, "require authorization...
Courtesy Transportation Update - 01/28/2014
... Rate Reimbursement Tier 1 Rentals (all GM brands/models, except Cadillac) - The Service Agent can submit for actual rental expenses up to a maximum of $38 per day when a GM vehicle is rented from a preferred rental agency. Chevrolet or Buick/GMC...
Customer Assistance Center Diagnosis Waiver - 06/06/2014
... dealership about a vehicle concern. When this happens, CAC advisors would often contact dealership service management to discuss the concern, with the goal of coming up with a satisfactory solution. Since July 1st, 2013, the GM Customer Experience CARS...
Goodwill - 08/05/2014
... Today that term is Policy. The current definition of Goodwill 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...
Roadside Assistance - 05/24/2016
All new GM vehicles come with complimentary Roadside Assistance services. The program includes:Towing (legal roadways only)Flat tire or tire compressor and sealant kit changeLock-out assistanceBattery jump startMobile EV charging (select markets)Emergency...
Policy and Customer Participation - 10/08/2012
Policy repairs have become a focal point within GM and the supporting documentation provided 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...
Chevrolet Courtesy Transportation Program - 12/09/2013
... required retention periods:Accumulate a minimum of 2,000 qualified miles and be in GMDRAC service for a minimum of 90 calendar days.Accumulate a minimum of 3,000 qualified miles, regardless of time in GMDRAC service. Qualified miles include only...
Changes to Special Coverage 10054 - 07/30/2013
... that required customer participation; the customer was responsible for 50% of the cost of the service. Effective immediately, the service is being entirely reimbursed by GM. This policy change is retroactive and some customers will be entitled to a refund.Customers...
OLH Best Practice - 04/12/2013
Service management approval in the form of a signature, date and explanation, is the method of documenting the involvement and consent of service agent facility service management prior to the work being performed. GM Service Policies & Procedures ...
Policy Repairs and Mandatory Minimums - 11/05/2012
Service Agents have routinely 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 ...
The Standard Certified Pre-Owned 2 year or 30,000 Maintenance Plan - 01/24/2013
... provided is an oil and filter change, tire rotation, and multi-point vehicle inspection. Service agent reimbursement, however, requires these services be performed only when the Oil Life Monitoring System indicates it is time to change the oil, or as...
Making an Effective Policy Decision - 08/09/2012
... result of a defect in materials or workmanship.Goodwill Transaction: When a situation arises where service management would like to offer the customer a token of apology or a maintenance service due to an inconvenience.Policy Transaction: When a vehicle...
Revised Authorization Matrix - 04/08/2016
The Service Management Authorization Matrix was updated in March. This matrix clearly defines the requirements pertaining to service management approval and when it is needed - before a repair is started or simply prior to transaction submission. The...
Properly Documenting a Policy Repair - 02/02/2016
... policy repair (a warranty repair on a vehicle that is out of warranty) can only be granted by the service manager, or a qualified member of the service management team. Technicians, warranty administrators, or other non-supervisory hourly personnel cannot...
More on Repeat Repairs - 10/02/2015
GM flags a repair as a repeat repair if it has been performed within three months of a previous like repair. Service advisors are required to bring to the attention of service management any repairs that may be a comeback and approval must be documented...
Authorization Timing - 06/30/2015
Authorization Timing: Service management authorization is required in certain situations. The authorization must be in the form of an explanation, date, time and signature/initials. Different types of authorization require intervention by management at...
Certified Pre-Owned Vehicles and Open Recalls - 06/30/2015
... 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 CUIS inventory to check that...
Warranty Parts Expediting - 08/05/2014
Warranty Parts Expediting is a program designed to reimburse Service Agents 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...
Reject of the Month - 05/09/2014
... and the cooling system was refilled.Due to the excessive parts associated with the repair, the service manager pre-approved the excessive parts as well as the excessive net for the sublet invoice. The warranty administrator utilized the labour operation...
F and I Products - 11/25/2014
... Current product offerings include prepaid maintenance, lease wear and tear protection, extended service contracts, tire and wheel policies, and guaranteed asset protection. GM Customer Care and Aftersales hopes to start improving sales penetration in...
Global Warranty Management - 10/31/2014
Is your service department aware that a recall cannot be performed when the Field Action status in IVH displays "Incomplete Remedy Not Yet Available"? GM is required to publish all of the VINs associated with a Safety or Safety-related No-Compliance Recall...
Labor Operations and the Causal Part - 08/23/2016
... the condenser caused the compressor to fail. How should the second claim be submitted? First, the service advisor, when writing the job card, should have indicated that the customer was in for service three days ago with the same complaint. The job card...
Pyramid Repairs - 12/21/2016
... repairs both require authorization code R for payment. A repeat repair that is a comeback requires service management approval before the technician even begins working on the vehicle that is back for a second repair. A pyramid repair requires service...
Checking Tires - 10/13/2010
California recently passed new legislation that requires all automotive service providers to check and inflate the tires on every vehicle that enters their facility for service or repairs. They must also indicate on the customer's invoice that a tire...
Parts Expedite Revisions - 04/27/2011
... been well proven that customer satisfaction will increase when your customer has their warranty service needs completed in just one visit. Parts expediting is a tool that can help your dealership achieve maximum customer satisfaction.When a part is not...
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 ...
Disclosure Requirements - 04/26/2022
... or GM approved part. This disclosure must be in writing. GM provides a disclosure form in both the Service Policies and Procedures manual, Article 3.8 and in GlobalConnect in the Service Forms app. Dealers can replicate the content of the form in their...
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 ...
... Today that term is Policy. The current definition of Goodwill 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...
Roadside Assistance - 05/24/2016
All new GM vehicles come with complimentary Roadside Assistance services. The program includes:Towing (legal roadways only)Flat tire or tire compressor and sealant kit changeLock-out assistanceBattery jump startMobile EV charging (select markets)Emergency...
Policy and Customer Participation - 10/08/2012
Policy repairs have become a focal point within GM and the supporting documentation provided 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...
Chevrolet Courtesy Transportation Program - 12/09/2013
... required retention periods:Accumulate a minimum of 2,000 qualified miles and be in GMDRAC service for a minimum of 90 calendar days.Accumulate a minimum of 3,000 qualified miles, regardless of time in GMDRAC service. Qualified miles include only...
Changes to Special Coverage 10054 - 07/30/2013
... that required customer participation; the customer was responsible for 50% of the cost of the service. Effective immediately, the service is being entirely reimbursed by GM. This policy change is retroactive and some customers will be entitled to a refund.Customers...
OLH Best Practice - 04/12/2013
Service management approval in the form of a signature, date and explanation, is the method of documenting the involvement and consent of service agent facility service management prior to the work being performed. GM Service Policies & Procedures ...
Policy Repairs and Mandatory Minimums - 11/05/2012
Service Agents have routinely 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 ...
The Standard Certified Pre-Owned 2 year or 30,000 Maintenance Plan - 01/24/2013
... provided is an oil and filter change, tire rotation, and multi-point vehicle inspection. Service agent reimbursement, however, requires these services be performed only when the Oil Life Monitoring System indicates it is time to change the oil, or as...
Making an Effective Policy Decision - 08/09/2012
... result of a defect in materials or workmanship.Goodwill Transaction: When a situation arises where service management would like to offer the customer a token of apology or a maintenance service due to an inconvenience.Policy Transaction: When a vehicle...
Revised Authorization Matrix - 04/08/2016
The Service Management Authorization Matrix was updated in March. This matrix clearly defines the requirements pertaining to service management approval and when it is needed - before a repair is started or simply prior to transaction submission. The...
Properly Documenting a Policy Repair - 02/02/2016
... policy repair (a warranty repair on a vehicle that is out of warranty) can only be granted by the service manager, or a qualified member of the service management team. Technicians, warranty administrators, or other non-supervisory hourly personnel cannot...
More on Repeat Repairs - 10/02/2015
GM flags a repair as a repeat repair if it has been performed within three months of a previous like repair. Service advisors are required to bring to the attention of service management any repairs that may be a comeback and approval must be documented...
Authorization Timing - 06/30/2015
Authorization Timing: Service management authorization is required in certain situations. The authorization must be in the form of an explanation, date, time and signature/initials. Different types of authorization require intervention by management at...
Certified Pre-Owned Vehicles and Open Recalls - 06/30/2015
... 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 CUIS inventory to check that...
Warranty Parts Expediting - 08/05/2014
Warranty Parts Expediting is a program designed to reimburse Service Agents 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...
Reject of the Month - 05/09/2014
... and the cooling system was refilled.Due to the excessive parts associated with the repair, the service manager pre-approved the excessive parts as well as the excessive net for the sublet invoice. The warranty administrator utilized the labour operation...
F and I Products - 11/25/2014
... Current product offerings include prepaid maintenance, lease wear and tear protection, extended service contracts, tire and wheel policies, and guaranteed asset protection. GM Customer Care and Aftersales hopes to start improving sales penetration in...
Global Warranty Management - 10/31/2014
Is your service department aware that a recall cannot be performed when the Field Action status in IVH displays "Incomplete Remedy Not Yet Available"? GM is required to publish all of the VINs associated with a Safety or Safety-related No-Compliance Recall...
Labor Operations and the Causal Part - 08/23/2016
... the condenser caused the compressor to fail. How should the second claim be submitted? First, the service advisor, when writing the job card, should have indicated that the customer was in for service three days ago with the same complaint. The job card...
Pyramid Repairs - 12/21/2016
... repairs both require authorization code R for payment. A repeat repair that is a comeback requires service management approval before the technician even begins working on the vehicle that is back for a second repair. A pyramid repair requires service...
Checking Tires - 10/13/2010
California recently passed new legislation that requires all automotive service providers to check and inflate the tires on every vehicle that enters their facility for service or repairs. They must also indicate on the customer's invoice that a tire...
Parts Expedite Revisions - 04/27/2011
... been well proven that customer satisfaction will increase when your customer has their warranty service needs completed in just one visit. Parts expediting is a tool that can help your dealership achieve maximum customer satisfaction.When a part is not...
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 ...
Disclosure Requirements - 04/26/2022
... or GM approved part. This disclosure must be in writing. GM provides a disclosure form in both the Service Policies and Procedures manual, Article 3.8 and in GlobalConnect in the Service Forms app. Dealers can replicate the content of the form in their...
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 ...
Alternative Options - 01/24/2023
Service managers have a lot of responsibilities in a dealership. Warranty approvals, when necessary, are one of those responsibilities. Whether your dealership has a Service Manager, Service Director, Fixed Operations Manager, or all three, when it comes ...
Cross-Line Warranty - 03/23/2023
... 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 inconvenienced. GM allows Service Agents to perform these warranty...
New Year, New Compliance Initiative - 01/04/2022
... The requirement that advisors often miss at time of write up is confirming that the correct in-service date is displayed on the job card. All of the lines on the job card could be charged back in an audit if the in-service date is either missing completely...
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...
Brake Burnish - 06/08/2011
The Disc Brake Warranty Service and Procedures Bulletin, 00-05-22-002, has been revised to include the 2012 model year and to announce an increase in labour time for brake burnishing. Labour operation H9709 now reimburses the dealer 0.3 hours rather than...
Gear Up for Spring - 03/10/2011
With spring on its way for most of the nation there are great opportunities to gain additional service revenue in the service department. A "Spring Spruce-Up" program can be a great complement to the winter readiness inspections that were offered in the...
Recall Vehicle Action Report - 05/12/2010
One of the many tasks service advisors are required to do during the write up process is to verify that there are no open recalls on the vehicle. This is accomplished through investigating the vehicle history in GWM to check the "Required Field Actions"...
Glitzy Big City Store - 07/02/2010
... 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 and Associates'...
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,...
Other Labor Hours - 05/22/2018
... to account for technician labor time spent on a repair beyond the standard diagnostic and service procedures that are listed within the service manual. Service management is responsible for the reasonableness of the OLH requested. Management must also...
Where are the Manuals? - 03/11/2013
The Service Policies and Procedures manual is the go-to source for the majority of rules regarding GM warranty requirements. This manual can be found in the Service Workbench under Reports & Tools. When you select the link to open the manual, you...
F and I - 06/19/2013
... in May, with plans to roll it out nationwide by the end of the year. GM will offer extended service contracts, tire and wheel coverage and GAP (guaranteed asset protection) policies with the Buick, Cadillac, Chevrolet and GMC names. These products will...
2013 Chevrolet Silverado 1500 Maintenance Program - 04/12/2013
... filter. Also provided are a tire rotation and a multipoint vehicle inspection. This complimentary service must be performed in accordance with the OLH system and maintenance schedule of the vehicle. There is a maximum of 4 service events within the 2...
Effective Use of Self-Authorization Codes - 08/09/2012
Service management is empowered with self-authorization codes that enable warranty claims to be paid that would otherwise reject without the code. Most service agents are empowered to use:A - Authorize policy (out of warranty) repairsE - Authorize OLHH ...
Authorizations and Approvals - 05/02/2012
Service management authorization is required on certain types of transactions. This approval of repair is documented on the job card as a signature with a date and an explanation that displays the manager's involvement and consent of the repair...
Policy, Goodwill, Customer Enthusiasm, and Warranty - 03/08/2012
... result of a defect in materials or workmanship.Goodwill Transaction: When a situation arises where service management would like to offer the customer a token of apology or a maintenance service due to an inconvenience.Policy Transaction: When a vehicle...
Recalls as Add On Repairs - 09/09/2014
Service advisors should always verify that there are no open recalls on the vehicle they are writing up for service. However, that doesn't always happen. If an open recall is discovered after a job card has been written, the customer must first be contacted ...
June 2014 Recall Update - 06/06/2014
... in voltage fluctuations or intermittency in the Brake Apply Sensor (BAS) circuit that can cause service brake lamp malfunction. To correct the issues, dealers are to attach the wiring harness to the BCM with a spacer, apply dielectric lubricant to both...
Pyramid Repair Reminder - 06/30/2015
... than one repair in the same repair group, submitted on the same job card. Pyramid repairs require service management approval prior to the transaction submission. Valid approval must be documented as a signature or initials, date, time, and explanation...
Maintenance Programs - 09/02/2015
... Program that is listed in Applicable Warranties is still valid. The maintenance program service should be honored as defined by the terms of the individual program guidelines. Transactions for scheduled maintenance on vehicles with branded titles and/or...
Error 919 - 09/03/2015
... not compatible with this labor code X: This error code presented itself on a maintenance program service for a 2013 Chevrolet Silverado. The dealership submitted the labor operation for an oil change, tire rotation, and MPVI for the 2- year Chevrolet...
Option C - 12/01/2015
... for a three year enrollment.Additionally, Option C labor 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...
Courtesy Transportation Reminders - 03/01/2016
Rental vehicles are to be current or within the past one model year. Service agents who use their own rental vehicles as part of the Courtesy Transportation Program will have no problem adhering to this policy as the vehicles don't stay in the program...
Warranty Parts Center - 10/26/2016
The WPC process is the common method used to obtain parts replaced by GM Service Agents. The process enables Engineering, Suppliers, GM Supplier Quality, Production Plant, Assembly Plant and Brand Quality Management personnel to perform root cause analysis...
Process and Time Management - 01/28/2020
... often wear multiple hats. For those responsible for warranty administration, pinning down service management for necessary warranty approvals can be difficult, especially when their workloads have increased too. Some service managers I have talked...
Service managers have a lot of responsibilities in a dealership. Warranty approvals, when necessary, are one of those responsibilities. Whether your dealership has a Service Manager, Service Director, Fixed Operations Manager, or all three, when it comes ...
Cross-Line Warranty - 03/23/2023
... 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 inconvenienced. GM allows Service Agents to perform these warranty...
New Year, New Compliance Initiative - 01/04/2022
... The requirement that advisors often miss at time of write up is confirming that the correct in-service date is displayed on the job card. All of the lines on the job card could be charged back in an audit if the in-service date is either missing completely...
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...
Brake Burnish - 06/08/2011
The Disc Brake Warranty Service and Procedures Bulletin, 00-05-22-002, has been revised to include the 2012 model year and to announce an increase in labour time for brake burnishing. Labour operation H9709 now reimburses the dealer 0.3 hours rather than...
Gear Up for Spring - 03/10/2011
With spring on its way for most of the nation there are great opportunities to gain additional service revenue in the service department. A "Spring Spruce-Up" program can be a great complement to the winter readiness inspections that were offered in the...
Recall Vehicle Action Report - 05/12/2010
One of the many tasks service advisors are required to do during the write up process is to verify that there are no open recalls on the vehicle. This is accomplished through investigating the vehicle history in GWM to check the "Required Field Actions"...
Glitzy Big City Store - 07/02/2010
... 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 and Associates'...
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,...
Other Labor Hours - 05/22/2018
... to account for technician labor time spent on a repair beyond the standard diagnostic and service procedures that are listed within the service manual. Service management is responsible for the reasonableness of the OLH requested. Management must also...
Where are the Manuals? - 03/11/2013
The Service Policies and Procedures manual is the go-to source for the majority of rules regarding GM warranty requirements. This manual can be found in the Service Workbench under Reports & Tools. When you select the link to open the manual, you...
F and I - 06/19/2013
... in May, with plans to roll it out nationwide by the end of the year. GM will offer extended service contracts, tire and wheel coverage and GAP (guaranteed asset protection) policies with the Buick, Cadillac, Chevrolet and GMC names. These products will...
2013 Chevrolet Silverado 1500 Maintenance Program - 04/12/2013
... filter. Also provided are a tire rotation and a multipoint vehicle inspection. This complimentary service must be performed in accordance with the OLH system and maintenance schedule of the vehicle. There is a maximum of 4 service events within the 2...
Effective Use of Self-Authorization Codes - 08/09/2012
Service management is empowered with self-authorization codes that enable warranty claims to be paid that would otherwise reject without the code. Most service agents are empowered to use:A - Authorize policy (out of warranty) repairsE - Authorize OLHH ...
Authorizations and Approvals - 05/02/2012
Service management authorization is required on certain types of transactions. This approval of repair is documented on the job card as a signature with a date and an explanation that displays the manager's involvement and consent of the repair...
Policy, Goodwill, Customer Enthusiasm, and Warranty - 03/08/2012
... result of a defect in materials or workmanship.Goodwill Transaction: When a situation arises where service management would like to offer the customer a token of apology or a maintenance service due to an inconvenience.Policy Transaction: When a vehicle...
Recalls as Add On Repairs - 09/09/2014
Service advisors should always verify that there are no open recalls on the vehicle they are writing up for service. However, that doesn't always happen. If an open recall is discovered after a job card has been written, the customer must first be contacted ...
June 2014 Recall Update - 06/06/2014
... in voltage fluctuations or intermittency in the Brake Apply Sensor (BAS) circuit that can cause service brake lamp malfunction. To correct the issues, dealers are to attach the wiring harness to the BCM with a spacer, apply dielectric lubricant to both...
Pyramid Repair Reminder - 06/30/2015
... than one repair in the same repair group, submitted on the same job card. Pyramid repairs require service management approval prior to the transaction submission. Valid approval must be documented as a signature or initials, date, time, and explanation...
Maintenance Programs - 09/02/2015
... Program that is listed in Applicable Warranties is still valid. The maintenance program service should be honored as defined by the terms of the individual program guidelines. Transactions for scheduled maintenance on vehicles with branded titles and/or...
Error 919 - 09/03/2015
... not compatible with this labor code X: This error code presented itself on a maintenance program service for a 2013 Chevrolet Silverado. The dealership submitted the labor operation for an oil change, tire rotation, and MPVI for the 2- year Chevrolet...
Option C - 12/01/2015
... for a three year enrollment.Additionally, Option C labor 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...
Courtesy Transportation Reminders - 03/01/2016
Rental vehicles are to be current or within the past one model year. Service agents who use their own rental vehicles as part of the Courtesy Transportation Program will have no problem adhering to this policy as the vehicles don't stay in the program...
Warranty Parts Center - 10/26/2016
The WPC process is the common method used to obtain parts replaced by GM Service Agents. The process enables Engineering, Suppliers, GM Supplier Quality, Production Plant, Assembly Plant and Brand Quality Management personnel to perform root cause analysis...
Process and Time Management - 01/28/2020
... often wear multiple hats. For those responsible for warranty administration, pinning down service management for necessary warranty approvals can be difficult, especially when their workloads have increased too. Some service managers I have talked...
Warranty Performance Analysis - 05/12/2010
... south. The auditor researched the dealership prior to the visit and found that there had been four service managers in the 12-month period prior to the scheduled audit. At the closing of the audit, as the auditor described the reasons for the large dollar...
Process and Time Management - 01/29/2024
... often wear multiple hats. For those responsible for warranty administration, pinning down service management for necessary warranty approvals can be difficult, especially when their workloads have increased too. Some service managers are also writing...
Reject of the Month - April 2024 - 03/23/2024
... Signatures: Compliance concerns with missing customer signatures are becoming more prevalent with Service Agent owned vehicles. When servicing a Service Agent owned vehicle, including new and used inventory, service management is required to sign the...
Job Card Requirements - 10/26/2021
... VIN and customer contact information will be saved as well. Even though this information is saved, service advisors should always verify the contact information is still valid. When you have a new customer, the VIN and customer contact information will...
Bulletin Updates - 08/30/2021
... battery testing. Specifically included within the revision is the detail that dealers may refer to Service Information to identify 2019 and newer model year OEM battery types and CCA ratings. After the VIN or year, make, model has been entered, locate...
Add On Repair Approvals - 07/27/2022
... is still under warranty and is not listed on the job card as a customer concern, they must get the service manager to approve the repair before it can be added to the job card for repair. The defect discovered by the technician must be both inspected...
Reject of the Month - November 2022 - 10/28/2022
Error 124: This transaction is being reviewed by a GM Service Manager. Error 122: This transaction was reviewed by a GM Service Manager and rejected. You found the correct labor operation and labor time, entered all of the necessary information, submitted...
Labor Operation Exceptions - 04/29/2021
... a labor operation must be applied for transaction submission. The Labor Time Guide, found in Service Information, has two options for finding a labor operation. Once a vehicle is built in SI or the VIN is entered, you can explore the first option under...
Policies and Procedures 2021 - 03/22/2021
The annual update of the Service Policies and Procedures manual was published last month. The purpose of this manual is to provide dealers with the policies and procedures necessary for the administration and performance of quality customer service. This...
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...
Missed Revenue - Executive Decision - 03/11/2010
... thought. Depending on the circumstance the warranty administrator may even discuss it with the service manager for assistance before submission.At times the warranty administrator may get a response that he isn't totally comfortable with. The resolution...
GlobalConnect - 02/04/2010
Did you know GlobalConnect is your primary source of General Motors warranty and service information? Did you know many GlobalConnect questions are answered and helpful tips are posted at the "Tip of the Day" (located on the homepage).By logging on...
Warranty Management Workshop 2010 - 01/06/2010
... wouldn't enjoy meeting great people and being able to instruct a workshop that has the information service agents want and need in a format that is easy to understand?We are in the process of scheduling our workshops for 2010 and I am looking forward...
Diesel Exhaust Fluid - 04/12/2011
... is to be added just prior to delivery to the purchasing customer.Why is communication between the service and sales departments critical? Because service does not always know when a new vehicle is being purchased and sales is not always familiar with...
Warranty Analysis: Report Generator - 08/10/2010
The service agent has access to a variety of different reports through Global Warranty Management. The reports are designed to assist dealership management with the tracking and analysis of warranty administration information and data. The reports...
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. ...
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...
Reject of the Month - September 2019 - 08/27/2019
... being followed correctly and the company is not paying for repairs that are not valid. While some service agents haven’t had their job cards reviewed in a long time, others have experienced frequent reviews, commonly referred to as an audit. The...
Roadside Assistance - 03/27/2019
Included with the purchase of a GM vehicle is the Roadside Assistance program to aid owners with emergency and other services. The services provided with Roadside Assistance are available throughout the owner’s Powertrain warranty. There are three...
Customer Signatures - 10/26/2016
... and prior to any repairs being performed. If a customer is not available to sign the job card, the service manager must sign the authorization line on the job card and document the circumstances surrounding why the customer could not sign prior to any...
Certified Elite Amendment - 04/17/2017
... 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 early April, a program...
Part Return Process - 03/21/2017
The service agent has specific requirements that must be followed to ensure that the part return process runs smoothly. If these processes are not followed, a debit may result – not just a debit of the part that was not returned appropriately, but...
Courtesy Transportation Program Guidelines - 04/23/2018
... “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 experience the newest technology in a no-pressure, hassle free environment.”...
Concern Not Duplicated Labor Operations - 12/01/2015
... That's not saying that they should never be used, but they should be used sparingly. If service management does decide to submit a concern not duplicated labor operation, and service management is required to approve the use of any of these labor...
Policy Decision - 10/02/2015
... of the $1,500 repair. To decrease the customer's expense, the dealer offered to cover $200. The service manager felt that this offer was fair and would be readily accepted by the customer.Unfortunately, when the service manager contacted the customer...
... south. The auditor researched the dealership prior to the visit and found that there had been four service managers in the 12-month period prior to the scheduled audit. At the closing of the audit, as the auditor described the reasons for the large dollar...
Process and Time Management - 01/29/2024
... often wear multiple hats. For those responsible for warranty administration, pinning down service management for necessary warranty approvals can be difficult, especially when their workloads have increased too. Some service managers are also writing...
Reject of the Month - April 2024 - 03/23/2024
... Signatures: Compliance concerns with missing customer signatures are becoming more prevalent with Service Agent owned vehicles. When servicing a Service Agent owned vehicle, including new and used inventory, service management is required to sign the...
Job Card Requirements - 10/26/2021
... VIN and customer contact information will be saved as well. Even though this information is saved, service advisors should always verify the contact information is still valid. When you have a new customer, the VIN and customer contact information will...
Bulletin Updates - 08/30/2021
... battery testing. Specifically included within the revision is the detail that dealers may refer to Service Information to identify 2019 and newer model year OEM battery types and CCA ratings. After the VIN or year, make, model has been entered, locate...
Add On Repair Approvals - 07/27/2022
... is still under warranty and is not listed on the job card as a customer concern, they must get the service manager to approve the repair before it can be added to the job card for repair. The defect discovered by the technician must be both inspected...
Reject of the Month - November 2022 - 10/28/2022
Error 124: This transaction is being reviewed by a GM Service Manager. Error 122: This transaction was reviewed by a GM Service Manager and rejected. You found the correct labor operation and labor time, entered all of the necessary information, submitted...
Labor Operation Exceptions - 04/29/2021
... a labor operation must be applied for transaction submission. The Labor Time Guide, found in Service Information, has two options for finding a labor operation. Once a vehicle is built in SI or the VIN is entered, you can explore the first option under...
Policies and Procedures 2021 - 03/22/2021
The annual update of the Service Policies and Procedures manual was published last month. The purpose of this manual is to provide dealers with the policies and procedures necessary for the administration and performance of quality customer service. This...
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...
Missed Revenue - Executive Decision - 03/11/2010
... thought. Depending on the circumstance the warranty administrator may even discuss it with the service manager for assistance before submission.At times the warranty administrator may get a response that he isn't totally comfortable with. The resolution...
GlobalConnect - 02/04/2010
Did you know GlobalConnect is your primary source of General Motors warranty and service information? Did you know many GlobalConnect questions are answered and helpful tips are posted at the "Tip of the Day" (located on the homepage).By logging on...
Warranty Management Workshop 2010 - 01/06/2010
... wouldn't enjoy meeting great people and being able to instruct a workshop that has the information service agents want and need in a format that is easy to understand?We are in the process of scheduling our workshops for 2010 and I am looking forward...
Diesel Exhaust Fluid - 04/12/2011
... is to be added just prior to delivery to the purchasing customer.Why is communication between the service and sales departments critical? Because service does not always know when a new vehicle is being purchased and sales is not always familiar with...
Warranty Analysis: Report Generator - 08/10/2010
The service agent has access to a variety of different reports through Global Warranty Management. The reports are designed to assist dealership management with the tracking and analysis of warranty administration information and data. The reports...
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. ...
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...
Reject of the Month - September 2019 - 08/27/2019
... being followed correctly and the company is not paying for repairs that are not valid. While some service agents haven’t had their job cards reviewed in a long time, others have experienced frequent reviews, commonly referred to as an audit. The...
Roadside Assistance - 03/27/2019
Included with the purchase of a GM vehicle is the Roadside Assistance program to aid owners with emergency and other services. The services provided with Roadside Assistance are available throughout the owner’s Powertrain warranty. There are three...
Customer Signatures - 10/26/2016
... and prior to any repairs being performed. If a customer is not available to sign the job card, the service manager must sign the authorization line on the job card and document the circumstances surrounding why the customer could not sign prior to any...
Certified Elite Amendment - 04/17/2017
... 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 early April, a program...
Part Return Process - 03/21/2017
The service agent has specific requirements that must be followed to ensure that the part return process runs smoothly. If these processes are not followed, a debit may result – not just a debit of the part that was not returned appropriately, but...
Courtesy Transportation Program Guidelines - 04/23/2018
... “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 experience the newest technology in a no-pressure, hassle free environment.”...
Concern Not Duplicated Labor Operations - 12/01/2015
... That's not saying that they should never be used, but they should be used sparingly. If service management does decide to submit a concern not duplicated labor operation, and service management is required to approve the use of any of these labor...
Policy Decision - 10/02/2015
... of the $1,500 repair. To decrease the customer's expense, the dealer offered to cover $200. The service manager felt that this offer was fair and would be readily accepted by the customer.Unfortunately, when the service manager contacted the customer...
The Delivery Receipt - 04/03/2014
I recently spoke with a service agent that received a new vehicle, but the carrier did not have a delivery receipt. There are a couple different solutions to this "problem":1.) The Delivery Receipt was lost/missing. In this situation print a copy of a...
Major Assembly Restrictions - 04/03/2014
Some Service Agents are required to contact the Product Quality Center to obtain authorization for the replacement of the engine, transmission, and/or transfer case. The restriction is in place based on the expense associated with an engine, transmission...
Recall Vehicle Action Report - 11/25/2014
... 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 Action" section to see if there are open recalls on the vehicle they are about...
Filing and Supporting Documentation - 01/21/2015
... 24 months from the repair order date. GM lists examples of supporting documentation in the Service P&P manual. Below are examples of supporting documentation that must be included within the history file:Copies of sublet invoicesDiagnostic...
GWM Enhancements - 03/08/2012
... for what was long considered "Goodwill". In other words, if a vehicle is out of warranty and the service agent elects to cover the repair, it is covered as Policy. In addition to selecting the policy flag, the "Policy Decision" flag must be selected...
Customer States - 04/13/2012
... time, date and initials of the technician. All added operations are to be verified and approved by service management signature on the job card prior to the work being performed and include the specific reason for the additional repair. GM P&P Article...
Dealer Installed Accessories - 06/06/2012
... the customer dropped the truck off for the day, looking forward to picking it up after work. The service advisor, while familiar with the new vehicle PDI accessory procedure, labour operation Z6998, was not aware of the processes involved with registering...
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...
Business Choice Maintenance Plan - 02/26/2013
... purchase their vehicle on or after this date will receive a Business Maintenance Plan for select services for 2 years or 30,000 miles. This program is valid for vehicles purchased between January 3rd and September 30th, 2013. Participation in the maintenance...
Customer Assistance Center - 07/30/2013
... dealership about a vehicle concern. When this happens, CAC advisors would often contact dealership service management and discussed the concern, with the goal of coming up with a satisfactory solution. Starting July 1st, 2013, the GM Customer Experience...
Reject of the Month: Evaporative Vent Solenoid Valve: - 07/03/2013
A warranty administrator received a job card with a request from the service manager to apply labour operations 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 Dealer Empowerment Portal - 04/12/2013
In early April GM introduced the new dealer empowerment tool. Service managers now follow this new and improved process for submitting requests to GM for a policy or goodwill adjustment. Access to the application is based on a user's GlobalConnect ID...
One Labour Code or Two: - 05/14/2013
... choosing and submitting labour codes that ultimately lets GM know what has failed, starts with the service advisor. Service advisors must ask questions so that the technicians have an accurate and detailed complaint to start their diagnostic procedures....
The User Options Tab - 12/09/2013
... column on the right may not be removed from the Columns Displayed on Screen list.For example, the service manager would like to analyze the number and dollar amount of transactions that involved customer/service agent participation amount, with the total...
Smart Care and Smart Care Wraps - 01/10/2014
... new Smart Care maintenance program is designed to meet a vehicle's basic maintenance requirements. Services include routine oil changes, oil filter replacements, chassis lubrications, and tire rotations. The program is effective on contracts sold on...
Cadillac Premium Care Maintenance Program (CPCM) - 11/18/2013
... for all 2014 model year Cadillac vehicles. Every 2014 Cadillac receives certain maintenance services for the first 4 years or 50,000 miles of vehicle operation. Those services include oil changes, tire rotations, engine air cleaner filter replacement,...
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,...
Changes in Product Quality Center Contact Requirements - 02/26/2013
Back in July of 2012, GM announced that the majority of service agents would no longer be required to call the Product Quality Center for approval to replace a transmission (except Allison transmissions). This move was to further empower service agents...
Dealership Empowerment and Correct Documentation - 01/19/2012
... when the situation warrants going above and beyond, take a look at the goodwill tools GM empowers service managers with and do what it takes to make it right by your customer. Customer retention is more than giving the customer what they expect;...
November 2014 Recall Update - 10/31/2014
... (non-turbo) and the 2003 Saturn Ion are involved in the bulletin. The condition is covered for the lifetime of the vehicle, regardless of mileage. Safety Recall 14152C: Transmission Shift Cable Fracture: An inspection of the park lock cable has...
May 2014 Recall Update - 05/09/2014
... have been sold and delivered to customers. Vehicles that are in dealer inventory are addressed in Service Update Bulletin 14016. Safety Recall 14030A: Side Impact Airbag Connector: The recall has been revised to include an update to the service...
Dealership Empowerment - 01/11/2016
... When the situation warrants going above and beyond, take a look at the goodwill tools GM empowers service managers with and do what it takes to make it right by your customer. Customer retention is more than giving the customer what they...
March 2016 Recall Update - 03/01/2016
... updated to add pictures to the Inspection and the Removal and Installation Procedures within the Service Procedure section. The recall applies to certain 1995-1997 Cadillac DeVille Concours, Seville, Eldorado, and 1996-1997 Cadillac DeVille vehicles...
April 2016 Recall Update - 04/08/2016
Safety Recall 07035C: Engine Compartment Fire: The recall bulletin has been revised to provide service repair tips that may reduce amount of time and effort required to perform the repair. Information has also been provided for the removal, retention,...
Top 10 Warranty Deviations (That Can Lead to a Chargeback) - 06/25/2018
... 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 authorization to repair signature...
I recently spoke with a service agent that received a new vehicle, but the carrier did not have a delivery receipt. There are a couple different solutions to this "problem":1.) The Delivery Receipt was lost/missing. In this situation print a copy of a...
Major Assembly Restrictions - 04/03/2014
Some Service Agents are required to contact the Product Quality Center to obtain authorization for the replacement of the engine, transmission, and/or transfer case. The restriction is in place based on the expense associated with an engine, transmission...
Recall Vehicle Action Report - 11/25/2014
... 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 Action" section to see if there are open recalls on the vehicle they are about...
Filing and Supporting Documentation - 01/21/2015
... 24 months from the repair order date. GM lists examples of supporting documentation in the Service P&P manual. Below are examples of supporting documentation that must be included within the history file:Copies of sublet invoicesDiagnostic...
GWM Enhancements - 03/08/2012
... for what was long considered "Goodwill". In other words, if a vehicle is out of warranty and the service agent elects to cover the repair, it is covered as Policy. In addition to selecting the policy flag, the "Policy Decision" flag must be selected...
Customer States - 04/13/2012
... time, date and initials of the technician. All added operations are to be verified and approved by service management signature on the job card prior to the work being performed and include the specific reason for the additional repair. GM P&P Article...
Dealer Installed Accessories - 06/06/2012
... the customer dropped the truck off for the day, looking forward to picking it up after work. The service advisor, while familiar with the new vehicle PDI accessory procedure, labour operation Z6998, was not aware of the processes involved with registering...
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...
Business Choice Maintenance Plan - 02/26/2013
... purchase their vehicle on or after this date will receive a Business Maintenance Plan for select services for 2 years or 30,000 miles. This program is valid for vehicles purchased between January 3rd and September 30th, 2013. Participation in the maintenance...
Customer Assistance Center - 07/30/2013
... dealership about a vehicle concern. When this happens, CAC advisors would often contact dealership service management and discussed the concern, with the goal of coming up with a satisfactory solution. Starting July 1st, 2013, the GM Customer Experience...
Reject of the Month: Evaporative Vent Solenoid Valve: - 07/03/2013
A warranty administrator received a job card with a request from the service manager to apply labour operations 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 Dealer Empowerment Portal - 04/12/2013
In early April GM introduced the new dealer empowerment tool. Service managers now follow this new and improved process for submitting requests to GM for a policy or goodwill adjustment. Access to the application is based on a user's GlobalConnect ID...
One Labour Code or Two: - 05/14/2013
... choosing and submitting labour codes that ultimately lets GM know what has failed, starts with the service advisor. Service advisors must ask questions so that the technicians have an accurate and detailed complaint to start their diagnostic procedures....
The User Options Tab - 12/09/2013
... column on the right may not be removed from the Columns Displayed on Screen list.For example, the service manager would like to analyze the number and dollar amount of transactions that involved customer/service agent participation amount, with the total...
Smart Care and Smart Care Wraps - 01/10/2014
... new Smart Care maintenance program is designed to meet a vehicle's basic maintenance requirements. Services include routine oil changes, oil filter replacements, chassis lubrications, and tire rotations. The program is effective on contracts sold on...
Cadillac Premium Care Maintenance Program (CPCM) - 11/18/2013
... for all 2014 model year Cadillac vehicles. Every 2014 Cadillac receives certain maintenance services for the first 4 years or 50,000 miles of vehicle operation. Those services include oil changes, tire rotations, engine air cleaner filter replacement,...
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,...
Changes in Product Quality Center Contact Requirements - 02/26/2013
Back in July of 2012, GM announced that the majority of service agents would no longer be required to call the Product Quality Center for approval to replace a transmission (except Allison transmissions). This move was to further empower service agents...
Dealership Empowerment and Correct Documentation - 01/19/2012
... when the situation warrants going above and beyond, take a look at the goodwill tools GM empowers service managers with and do what it takes to make it right by your customer. Customer retention is more than giving the customer what they expect;...
November 2014 Recall Update - 10/31/2014
... (non-turbo) and the 2003 Saturn Ion are involved in the bulletin. The condition is covered for the lifetime of the vehicle, regardless of mileage. Safety Recall 14152C: Transmission Shift Cable Fracture: An inspection of the park lock cable has...
May 2014 Recall Update - 05/09/2014
... have been sold and delivered to customers. Vehicles that are in dealer inventory are addressed in Service Update Bulletin 14016. Safety Recall 14030A: Side Impact Airbag Connector: The recall has been revised to include an update to the service...
Dealership Empowerment - 01/11/2016
... When the situation warrants going above and beyond, take a look at the goodwill tools GM empowers service managers with and do what it takes to make it right by your customer. Customer retention is more than giving the customer what they...
March 2016 Recall Update - 03/01/2016
... updated to add pictures to the Inspection and the Removal and Installation Procedures within the Service Procedure section. The recall applies to certain 1995-1997 Cadillac DeVille Concours, Seville, Eldorado, and 1996-1997 Cadillac DeVille vehicles...
April 2016 Recall Update - 04/08/2016
Safety Recall 07035C: Engine Compartment Fire: The recall bulletin has been revised to provide service repair tips that may reduce amount of time and effort required to perform the repair. Information has also been provided for the removal, retention,...
Top 10 Warranty Deviations (That Can Lead to a Chargeback) - 06/25/2018
... 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 authorization to repair signature...
Roadside Assistance Reminder - 10/24/2017
All new GM vehicles come with complimentary Roadside Assistance services. The program includes: Towing (legal roadways only) Lock-out assistance Battery jump start Mobile EV charging (select markets) Trip interruption assistance Service agent reunites Flat...
2017: Year in Review - 11/21/2017
... required to support an add on repair has been closely scrutinized. The requirement for service management to sign, date, time, and provide the written circumstances surrounding how the added concern was discovered has been the policy for a long time....
The Early Bird - Night Drop - 12/21/2017
The latest release of the Service P&P Manual states 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...
Empowerment Part II - 03/21/2017
Over the years GM has issued several communications regarding service agent empowerment. The terminology associated with the empowerment program, such as Goodwill, Policy, Customer Enthusiasm, and Warranty, have evolved over the years. The following provides...
Updates to the Authorization Matrix - 05/22/2017
Download and print the Service Management Authorization Matrix! The Service Management Authorization Matrix was updated April 20th, 2017. The changes to the matrix are as follows: Added Operations – Service management must first inspect and verify...
October 2016 Recall Update - 09/27/2016
Safety Recall 07035D: Engine Compartment Fire: The recall bulletin has been revised to enhance the Service Procedure section with additional information to ensure the proper sealing of the replacement valve cover gasket. The updated bulletin also includes...
Disclosure Requirements - 09/27/2016
... 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 that warranty coverage is not provided by General Motors or their affiliates....
Consequential Damage - 06/27/2016
... completely understands what problems the customer is experiencing and wants to get corrected. Service advisors should listen carefully to what the customer has to say about their vehicle and enter each complaint as an individual line on the job card. Sometimes...
Courtesy Transportation Reminders - 02/21/2019
Effective October 1, 2018 only 2017-2019 model year vehicles will be eligible for rental reimbursement. Service agents who use their own rental vehicles as part of the Courtesy Transportation Program will have no problem adhering to this policy as the...
The Dealership Team - 02/21/2019
Every so often I am questioned about whose responsibility it is to do a certain dealership or service department task. For instance, who handles warranty part returns, who handles warranty rejects, who submits the warranty transaction, who interacts with...
100% Policy and Part Warranties - 02/25/2021
... Parts P&P Article 1.1.1 - All new or remanufactured GM Parts and Accessories installed by Service Agents under the New Vehicle Limited Warranty, Emissions Warranty, or Chevrolet, Buick, GMC, and Cadillac optional Extended Limited Warranty or...
Chevrolet Electric Model Dealer Restrictions - 01/27/2021
Chevrolet dealers who choose to sell and service Chevrolet Electric Models, including the Bolt EV, Malibu Hybrid, Silverado Hybrid, Spark EV, and Volt, must have agreed to complete all required sales and service training and to purchase and maintain all...
Technical Assistance - 03/23/2023
To aid Service Agent service personnel in correcting product concerns which may be difficult to diagnose and/or repair, GM provides a “Technical Assistance Center”. The Center employs experienced technical assistance personnel and utilizes...
Most Common Audit Deviations - 09/25/2023
Dealers that recently received an Electronic Dealer Audit from GM Audit Services (GMAS) may have also received the most current version of the Warranty Policy Review. The document is also available in the Warranty Resource Center within the Policies,...
Required Operating Procedures - 8 Points: Bulletin Update! - 09/26/2023
Required Operating Procedures – 8 Points: Bulletin 04-00-89-015Z has now become Global format Service Bulletin 23-NA-154. The updated version was released on September 5, 2023. Key updates include the following: Missing Dongle Scan has been...
Chevrolet EV Dealers - 06/27/2023
A field team has been put into place to review and document dealer progress towards sales and service EV readiness. The team will be performing compliance reviews to assess readiness to sell and service EVs through the month of July. The reviews will...
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...
Parts Expediting - 03/23/2023
If the GWM system is used properly there should not be any incurred postage costs for the Service Agent’s parts returns. However, if there are special packaging costs, the costs should be submitted in the Freight & Postage field of the Net Item...
Reject of the Month - April 2023 - 03/23/2023
... Signatures: Compliance concerns with missing customer signatures are becoming more prevalent with Service Agent owned vehicles. When servicing a Service Agent owned vehicle, including new and used inventory, service management is required to sign the...
New Year, New Compliance Initiative - 01/05/2023
... warranty job card must be signed by the customer authorizing the dealer to perform the requested service/repairs. If the customer is present, service advisors simply have the customer sign on the authorization to repair line. If a service advisor fails...
The PRA Process - 11/21/2022
If your dealership struggles with service advisors and technicians understanding the Pre-Repair Authorization (PRA) process, you are not alone. Many of the components that require pre-repair approval can be identified in the service drive and a PRA request...
Required Job Card Information - 12/29/2020
... This month we will highlight the following deviation: Incomplete Required Job Card Documentation. Service advisors often fail to confirm that the correct in-service or delivery date is displayed on the job card. All lines on the job card could be charged...
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...
Warranty Ranking - 01/04/2022
... is expected. To do this, GM has a formula that calculates a dealership’s cost-per-vehicle serviced and takes four key repair categories that calculate a dealership’s ranking, including Excess to Geographic Group, Labor Operation Frequency...
All new GM vehicles come with complimentary Roadside Assistance services. The program includes: Towing (legal roadways only) Lock-out assistance Battery jump start Mobile EV charging (select markets) Trip interruption assistance Service agent reunites Flat...
2017: Year in Review - 11/21/2017
... required to support an add on repair has been closely scrutinized. The requirement for service management to sign, date, time, and provide the written circumstances surrounding how the added concern was discovered has been the policy for a long time....
The Early Bird - Night Drop - 12/21/2017
The latest release of the Service P&P Manual states 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...
Empowerment Part II - 03/21/2017
Over the years GM has issued several communications regarding service agent empowerment. The terminology associated with the empowerment program, such as Goodwill, Policy, Customer Enthusiasm, and Warranty, have evolved over the years. The following provides...
Updates to the Authorization Matrix - 05/22/2017
Download and print the Service Management Authorization Matrix! The Service Management Authorization Matrix was updated April 20th, 2017. The changes to the matrix are as follows: Added Operations – Service management must first inspect and verify...
October 2016 Recall Update - 09/27/2016
Safety Recall 07035D: Engine Compartment Fire: The recall bulletin has been revised to enhance the Service Procedure section with additional information to ensure the proper sealing of the replacement valve cover gasket. The updated bulletin also includes...
Disclosure Requirements - 09/27/2016
... 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 that warranty coverage is not provided by General Motors or their affiliates....
Consequential Damage - 06/27/2016
... completely understands what problems the customer is experiencing and wants to get corrected. Service advisors should listen carefully to what the customer has to say about their vehicle and enter each complaint as an individual line on the job card. Sometimes...
Courtesy Transportation Reminders - 02/21/2019
Effective October 1, 2018 only 2017-2019 model year vehicles will be eligible for rental reimbursement. Service agents who use their own rental vehicles as part of the Courtesy Transportation Program will have no problem adhering to this policy as the...
The Dealership Team - 02/21/2019
Every so often I am questioned about whose responsibility it is to do a certain dealership or service department task. For instance, who handles warranty part returns, who handles warranty rejects, who submits the warranty transaction, who interacts with...
100% Policy and Part Warranties - 02/25/2021
... Parts P&P Article 1.1.1 - All new or remanufactured GM Parts and Accessories installed by Service Agents under the New Vehicle Limited Warranty, Emissions Warranty, or Chevrolet, Buick, GMC, and Cadillac optional Extended Limited Warranty or...
Chevrolet Electric Model Dealer Restrictions - 01/27/2021
Chevrolet dealers who choose to sell and service Chevrolet Electric Models, including the Bolt EV, Malibu Hybrid, Silverado Hybrid, Spark EV, and Volt, must have agreed to complete all required sales and service training and to purchase and maintain all...
Technical Assistance - 03/23/2023
To aid Service Agent service personnel in correcting product concerns which may be difficult to diagnose and/or repair, GM provides a “Technical Assistance Center”. The Center employs experienced technical assistance personnel and utilizes...
Most Common Audit Deviations - 09/25/2023
Dealers that recently received an Electronic Dealer Audit from GM Audit Services (GMAS) may have also received the most current version of the Warranty Policy Review. The document is also available in the Warranty Resource Center within the Policies,...
Required Operating Procedures - 8 Points: Bulletin Update! - 09/26/2023
Required Operating Procedures – 8 Points: Bulletin 04-00-89-015Z has now become Global format Service Bulletin 23-NA-154. The updated version was released on September 5, 2023. Key updates include the following: Missing Dongle Scan has been...
Chevrolet EV Dealers - 06/27/2023
A field team has been put into place to review and document dealer progress towards sales and service EV readiness. The team will be performing compliance reviews to assess readiness to sell and service EVs through the month of July. The reviews will...
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...
Parts Expediting - 03/23/2023
If the GWM system is used properly there should not be any incurred postage costs for the Service Agent’s parts returns. However, if there are special packaging costs, the costs should be submitted in the Freight & Postage field of the Net Item...
Reject of the Month - April 2023 - 03/23/2023
... Signatures: Compliance concerns with missing customer signatures are becoming more prevalent with Service Agent owned vehicles. When servicing a Service Agent owned vehicle, including new and used inventory, service management is required to sign the...
New Year, New Compliance Initiative - 01/05/2023
... warranty job card must be signed by the customer authorizing the dealer to perform the requested service/repairs. If the customer is present, service advisors simply have the customer sign on the authorization to repair line. If a service advisor fails...
The PRA Process - 11/21/2022
If your dealership struggles with service advisors and technicians understanding the Pre-Repair Authorization (PRA) process, you are not alone. Many of the components that require pre-repair approval can be identified in the service drive and a PRA request...
Required Job Card Information - 12/29/2020
... This month we will highlight the following deviation: Incomplete Required Job Card Documentation. Service advisors often fail to confirm that the correct in-service or delivery date is displayed on the job card. All lines on the job card could be charged...
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...
Warranty Ranking - 01/04/2022
... is expected. To do this, GM has a formula that calculates a dealership’s cost-per-vehicle serviced and takes four key repair categories that calculate a dealership’s ranking, including Excess to Geographic Group, Labor Operation Frequency...
Technician Productivity - 02/21/2019
The National Automotive Dealers Association is working with dealers to fill service technician vacancies, retain experienced technicians, and employ them more efficiently. Many dealerships find that their technician base is not as productive as it can...
Unavailable Original Equipment Part - 01/21/2019
... part used when performing a warranty, policy, field action repair, or any other vehicle service paid for in part, or full, by GM. The service agent must clearly document on the job card the circumstances surrounding why non-GM parts were used. The customer...
October 2018 Recall Update - 09/25/2018
... are included in the recall population. The bulletin has been updated to include a note with the service procedure regarding a loss of assist or other electrical issues with reference to bulletin 18-NA-161. Customer Satisfaction Recall 17297-03: High...
Concern Not Duplicated - 09/25/2018
... with a customer originated concern where no corrective action was taken. They may not be used on service agent owned vehicles. Customer concerns that may be addressed by service management or service advisors without the involvement of a technician...
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...
Customer Signatures & Authorization to Perform Repair - 06/26/2019
... and prior to any repairs being performed. If a customer is not available to sign the job card, the service manager must sign the authorization line on the job card and document the circumstances surrounding why the customer could not sign prior to any...
Educating the Team - 08/27/2019
... on top of these changes to ensure warranty transaction compliance. But, how does the rest of the service team learn and adapt to these new, updated, and/or revised policies? This is the topic that we posed in the August edition of the Warranty News within...
Non-GM Part - 08/27/2019
... If an original equipment part is not available, and the use of a non-GM part is approved, the service agent is to obtain comparable parts and indicate on the job card, in detail, the circumstances surrounding the use of the non-GM part. Furthermore,...
Virtual Advisors - 07/30/2019
Virtual service advisor technology provides digital products based on artificial intelligence. It allows its human advisor counterparts to focus on working more efficiently with service customers. The virtual advisor kiosk performs the typical write up...
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...
100% Policy and Part Warranties - 02/27/2020
... _ Parts P&P Article 1.1.1: All new or remanufactured GM Parts and Accessories installed by Service Agents under the New Vehicle Limited Warranty, Emissions Warranty, or Chevrolet, Buick, GMC, and Cadillac optional Extended Limited Warranty or 100%...
Fixed Ops Averages - 01/28/2020
In the first half of 2019, US franchised new vehicle dealerships sold nearly $65 billion worth of service and parts. Since 2010, the NADA report shows that service and parts sales by the typical dealership have grown by an average of 5.4% year. Dealership...
Required Job Card Information - 01/03/2020
... is required is common sense when it comes to the job card header. One of the requirements that service advisors often miss is ensuring that the correct in-service date is displayed on the job card. All of the lines on your job card could be charged back...
Extended Protection Plans - 08/23/2016
... Plan, are available in GlobalConnect within the Policies, Procedures, and Guides area of the Service page. The following are helpful tips for handling Divisional Protection Plan transactions:Dealers are advised to obtain a copy of the Customer's...
Tech Time Documentation - 07/28/2016
... punch times on the technician's time ticket by job card line for the repair(s) performed. - Service management must be contacted for approval prior to performing an additional (add-on) repair All warranty and policy repair time for OLH must...
September 2016 Recall Update - 08/23/2016
... passenger air bag inflator assembly rather than just the inflator module. As a result, the parts, service, and warranty sections of the bulletin have been revised. Special Coverage 15682-01: Primary Tank Module Flange Fuel and Vapor Leaks: Approximately...
Reject of the Month - Reject code 074 - 10/26/2016
... first claim was for a part warranty replacement of a power steering pump on a 2003 GMC Sierra. The service manager indicated that the straight time repair was ok as the model year vehicle is no longer listed in the LTG. The technician had three time...
Electronic Job Card Systems and Add On Repairs - 05/22/2017
Adding to, or approving repairs to the job card is the responsibility of service management. This can be accomplished electronically if you have an electronic job card system with the capability to restrict, by user ID, the adding and approving of repairs...
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.
Repair Shop Distrust - 12/21/2016
... drivers distrust auto repair shops, including independent operations, chain stores, and dealership service departments. The four main reasons for the distrust included: recommending unnecessary services, overcharging for services, negative past experiences,...
Driverless Ride Sharing - 01/23/2017
Delphi Automotive plans to name a US city, as well as one in Europe, to launch an Uber-style service with self-driving vehicles. Leading candidates include Boston and Pittsburgh in the US, and London and Luxembourg in Europe. The pilot programs will be...
February 2017 Recall Update - 01/23/2017
... Fire: The recall bulletin has been updated to include revisions to the part information, service procedure, and the warranty transaction information sections. A specific, required sealant has been added to aid with the service procedure. The recall affects...
Add On Repair Documentation Reminders - 09/27/2017
... 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 discovered on dealer owned vehicles do not require service management...
Self-Authorization - 10/24/2017
Certain repairs require authorization by designated Service Agent service management or GM personnel. When authorization is necessary it is the responsibility of service management to determine the specific authorization needed, ensure the reason for...
From the Forum: Sublet Repair Facility - 08/22/2017
... they are able to utilize a local independent body shop for warranty repairs. Article 2.5 of the Service Policies and Procedures Manual addresses the selection of a sublet repair establishment: GM hereby authorizes the Service Agent to select as necessary...
The National Automotive Dealers Association is working with dealers to fill service technician vacancies, retain experienced technicians, and employ them more efficiently. Many dealerships find that their technician base is not as productive as it can...
Unavailable Original Equipment Part - 01/21/2019
... part used when performing a warranty, policy, field action repair, or any other vehicle service paid for in part, or full, by GM. The service agent must clearly document on the job card the circumstances surrounding why non-GM parts were used. The customer...
October 2018 Recall Update - 09/25/2018
... are included in the recall population. The bulletin has been updated to include a note with the service procedure regarding a loss of assist or other electrical issues with reference to bulletin 18-NA-161. Customer Satisfaction Recall 17297-03: High...
Concern Not Duplicated - 09/25/2018
... with a customer originated concern where no corrective action was taken. They may not be used on service agent owned vehicles. Customer concerns that may be addressed by service management or service advisors without the involvement of a technician...
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...
Customer Signatures & Authorization to Perform Repair - 06/26/2019
... and prior to any repairs being performed. If a customer is not available to sign the job card, the service manager must sign the authorization line on the job card and document the circumstances surrounding why the customer could not sign prior to any...
Educating the Team - 08/27/2019
... on top of these changes to ensure warranty transaction compliance. But, how does the rest of the service team learn and adapt to these new, updated, and/or revised policies? This is the topic that we posed in the August edition of the Warranty News within...
Non-GM Part - 08/27/2019
... If an original equipment part is not available, and the use of a non-GM part is approved, the service agent is to obtain comparable parts and indicate on the job card, in detail, the circumstances surrounding the use of the non-GM part. Furthermore,...
Virtual Advisors - 07/30/2019
Virtual service advisor technology provides digital products based on artificial intelligence. It allows its human advisor counterparts to focus on working more efficiently with service customers. The virtual advisor kiosk performs the typical write up...
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...
100% Policy and Part Warranties - 02/27/2020
... _ Parts P&P Article 1.1.1: All new or remanufactured GM Parts and Accessories installed by Service Agents under the New Vehicle Limited Warranty, Emissions Warranty, or Chevrolet, Buick, GMC, and Cadillac optional Extended Limited Warranty or 100%...
Fixed Ops Averages - 01/28/2020
In the first half of 2019, US franchised new vehicle dealerships sold nearly $65 billion worth of service and parts. Since 2010, the NADA report shows that service and parts sales by the typical dealership have grown by an average of 5.4% year. Dealership...
Required Job Card Information - 01/03/2020
... is required is common sense when it comes to the job card header. One of the requirements that service advisors often miss is ensuring that the correct in-service date is displayed on the job card. All of the lines on your job card could be charged back...
Extended Protection Plans - 08/23/2016
... Plan, are available in GlobalConnect within the Policies, Procedures, and Guides area of the Service page. The following are helpful tips for handling Divisional Protection Plan transactions:Dealers are advised to obtain a copy of the Customer's...
Tech Time Documentation - 07/28/2016
... punch times on the technician's time ticket by job card line for the repair(s) performed. - Service management must be contacted for approval prior to performing an additional (add-on) repair All warranty and policy repair time for OLH must...
September 2016 Recall Update - 08/23/2016
... passenger air bag inflator assembly rather than just the inflator module. As a result, the parts, service, and warranty sections of the bulletin have been revised. Special Coverage 15682-01: Primary Tank Module Flange Fuel and Vapor Leaks: Approximately...
Reject of the Month - Reject code 074 - 10/26/2016
... first claim was for a part warranty replacement of a power steering pump on a 2003 GMC Sierra. The service manager indicated that the straight time repair was ok as the model year vehicle is no longer listed in the LTG. The technician had three time...
Electronic Job Card Systems and Add On Repairs - 05/22/2017
Adding to, or approving repairs to the job card is the responsibility of service management. This can be accomplished electronically if you have an electronic job card system with the capability to restrict, by user ID, the adding and approving of repairs...
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.
Repair Shop Distrust - 12/21/2016
... drivers distrust auto repair shops, including independent operations, chain stores, and dealership service departments. The four main reasons for the distrust included: recommending unnecessary services, overcharging for services, negative past experiences,...
Driverless Ride Sharing - 01/23/2017
Delphi Automotive plans to name a US city, as well as one in Europe, to launch an Uber-style service with self-driving vehicles. Leading candidates include Boston and Pittsburgh in the US, and London and Luxembourg in Europe. The pilot programs will be...
February 2017 Recall Update - 01/23/2017
... Fire: The recall bulletin has been updated to include revisions to the part information, service procedure, and the warranty transaction information sections. A specific, required sealant has been added to aid with the service procedure. The recall affects...
Add On Repair Documentation Reminders - 09/27/2017
... 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 discovered on dealer owned vehicles do not require service management...
Self-Authorization - 10/24/2017
Certain repairs require authorization by designated Service Agent service management or GM personnel. When authorization is necessary it is the responsibility of service management to determine the specific authorization needed, ensure the reason for...
From the Forum: Sublet Repair Facility - 08/22/2017
... they are able to utilize a local independent body shop for warranty repairs. Article 2.5 of the Service Policies and Procedures Manual addresses the selection of a sublet repair establishment: GM hereby authorizes the Service Agent to select as necessary...
OEM and Reman Engine and Transmission Identification - 04/23/2018
... tools to find engine and automatic transmission/transaxle identification information for OEM built service engines, manufactured for GM service engines, and re-manufactured for GM service engines. Original equipment identification information is ava...
Vehicle Subscriptions - 12/21/2017
... no long term commitment. A common question from lenders and dealerships as vehicle subscription services grow as an alternative to car ownership is: Do you plan to buy, lease, or subscribe? In 2017, Cadillac rolled out a pilot subscription service, Book...
March 2018 Recall Update - 02/20/2018
Noncompliance Recall 15176E: Sunroof Switch Compliance: The recall has been updated to include revisions to the Service Procedure and Warranty Information sections. Certain 2013-2015 Chevrolet Malibu vehicles equipped with a power operated roof panel...
Paint Warranty Claims - 04/08/2016
... repair facility. As a reminder, sublet repairs must not be shown on the warranty transaction as a service agent performed repair. If a repair is performed by the service agents' body shop, the warranty transaction must reflect labor and parts; submitting...
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 ...
Servicing Vehicles from Canada - 04/28/2016
... vehicle to a same franchise US dealership, or if crossline rules apply, any US GM dealership, to service their vehicle. There are a couple of extra steps, however, that must be taken prior to making those repairs. The US service agent must verify...
Exchange Program for Electronic Products - 12/01/2015
... contains the list of components that are available for exchange through GM authorized Electronic Service Centers. Additionally, there are certain electronic components that require the Service Agent to contact TAC for authorization prior to the exchange....
Bulletin 02-00-89-007D - 02/02/2016
... 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 new vehicle franchise, 3) any commercial light duty truck may obtain...
Brake Rotor Documentation Changes - 10/02/2015
... required documentation, was significantly revised to remove several of the outdated policies and service procedures contained in the bulletin last March. This bulletin also addressed the need for lateral runout measurements that are also no longer required...
Divisional Extended Protection Plan - 10/23/2015
... Protection Plan, are available in Global within the Policies, 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...
The Warranty Support Center - 10/02/2015
... you are accustomed to. Interested in seeing which states are in which region? Go to the Service tab in GlobalConnect and access the Regional Communications link within Quick Links, which may be found on the far right side of the Service homepage....
Goodwill - 09/03/2015
For years, a service management approved warranty repair on a vehicle that was out of warranty was called a goodwill claim. Then along came Global Warranty Management and that type of repair became known as a policy repair. The term "goodwill" didn't...
Pre-Delivery Inspection (PDI) Credit - 09/03/2015
... its obligations to conduct the PDI in accordance with published standards, non-payment for those services is appropriate.GM has instituted several methods to alert personnel of open recalls on vehicles in dealership inventory. These tools must be utilized...
Warranty Related Manuals - 07/29/2015
... after the transition to the new GlobalConnect site.Once you are logged on to GlobalConnect, select Service from the Departments tab. There is a Quick Links area on the right side of the Service page that lists several links, including the Dealership...
Reject of the Month - 06/30/2015
... 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 to obtain the customer's...
Reject of the Month - 06/02/2015
The owner of a 2013 Chevrolet Traverse took their vehicle to the local dealership for a routine maintenance service; lube, oil and filter service, tire rotation, and MPVI. Once the service was complete, the customer paid the invoice and continued on with...
Update to Diagnostic Time Approval - 03/26/2015
... was updated last October, an authorization matrix was created. One of the requirements was that service management had to approve diagnostic add time before claim submission. With the latest update to bulletin 04-00-89-015 in March, that requirement...
2016 Model Year Warranty Coverage - 03/26/2015
... Programs will remain in effect for most 2016 Chevrolet, GMC, and Buick vehicles. The number of service events will be modified from four service visits within the 2/24,000 to a maximum of two service visits within 2/24,000. Previous model year...
The Value of a Warranty Administrator - 03/26/2015
... documentation before submission including 3 C's, customer signature, technician time recordings, service management properly documented approvals and authorizations, and attached supporting documentation.Submit claims daily and correct rejections within...
Application of Authorization Code R Changes - 03/26/2015
... an authorization matrix, and repeat, related, and overlapping repairs are to be approved by service management with signature, date, time, and explanation either prior to submission or prior to the start of the repair, depending on the situation. Repeat...
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...
Returning Parts to the Warranty Parts Center - 07/01/2014
... allowance. In comments, indicate the reason for the adjustment. Transactions that were service agent self-authorized will require new comments to be entered as well. The core charge of a part that was requested to be returned is reimbursed by adjusting...
Part Rejects - 04/03/2014
... for labour code 1234567, can be corrected at the dealership level with authorization code P. Most service agents have empowerment to override this reject as long as the total dollar amount of parts in the transaction does not exceed $1,000. This...
DMA Claim Approval Request - 04/03/2014
Policy repairs that require DMA involvement, typically repairs that are outside the service agent's empowerment, require completing the Claim Approval Request located in the Dealer Aftersales Empowerment Portal. The DMA will either accept or deny the...
$500 Customer Participation - 02/27/2014
... 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 the claim should only be submitted for the portion that GM will reimburse...
... tools to find engine and automatic transmission/transaxle identification information for OEM built service engines, manufactured for GM service engines, and re-manufactured for GM service engines. Original equipment identification information is ava...
Vehicle Subscriptions - 12/21/2017
... no long term commitment. A common question from lenders and dealerships as vehicle subscription services grow as an alternative to car ownership is: Do you plan to buy, lease, or subscribe? In 2017, Cadillac rolled out a pilot subscription service, Book...
March 2018 Recall Update - 02/20/2018
Noncompliance Recall 15176E: Sunroof Switch Compliance: The recall has been updated to include revisions to the Service Procedure and Warranty Information sections. Certain 2013-2015 Chevrolet Malibu vehicles equipped with a power operated roof panel...
Paint Warranty Claims - 04/08/2016
... repair facility. As a reminder, sublet repairs must not be shown on the warranty transaction as a service agent performed repair. If a repair is performed by the service agents' body shop, the warranty transaction must reflect labor and parts; submitting...
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 ...
Servicing Vehicles from Canada - 04/28/2016
... vehicle to a same franchise US dealership, or if crossline rules apply, any US GM dealership, to service their vehicle. There are a couple of extra steps, however, that must be taken prior to making those repairs. The US service agent must verify...
Exchange Program for Electronic Products - 12/01/2015
... contains the list of components that are available for exchange through GM authorized Electronic Service Centers. Additionally, there are certain electronic components that require the Service Agent to contact TAC for authorization prior to the exchange....
Bulletin 02-00-89-007D - 02/02/2016
... 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 new vehicle franchise, 3) any commercial light duty truck may obtain...
Brake Rotor Documentation Changes - 10/02/2015
... required documentation, was significantly revised to remove several of the outdated policies and service procedures contained in the bulletin last March. This bulletin also addressed the need for lateral runout measurements that are also no longer required...
Divisional Extended Protection Plan - 10/23/2015
... Protection Plan, are available in Global within the Policies, 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...
The Warranty Support Center - 10/02/2015
... you are accustomed to. Interested in seeing which states are in which region? Go to the Service tab in GlobalConnect and access the Regional Communications link within Quick Links, which may be found on the far right side of the Service homepage....
Goodwill - 09/03/2015
For years, a service management approved warranty repair on a vehicle that was out of warranty was called a goodwill claim. Then along came Global Warranty Management and that type of repair became known as a policy repair. The term "goodwill" didn't...
Pre-Delivery Inspection (PDI) Credit - 09/03/2015
... its obligations to conduct the PDI in accordance with published standards, non-payment for those services is appropriate.GM has instituted several methods to alert personnel of open recalls on vehicles in dealership inventory. These tools must be utilized...
Warranty Related Manuals - 07/29/2015
... after the transition to the new GlobalConnect site.Once you are logged on to GlobalConnect, select Service from the Departments tab. There is a Quick Links area on the right side of the Service page that lists several links, including the Dealership...
Reject of the Month - 06/30/2015
... 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 to obtain the customer's...
Reject of the Month - 06/02/2015
The owner of a 2013 Chevrolet Traverse took their vehicle to the local dealership for a routine maintenance service; lube, oil and filter service, tire rotation, and MPVI. Once the service was complete, the customer paid the invoice and continued on with...
Update to Diagnostic Time Approval - 03/26/2015
... was updated last October, an authorization matrix was created. One of the requirements was that service management had to approve diagnostic add time before claim submission. With the latest update to bulletin 04-00-89-015 in March, that requirement...
2016 Model Year Warranty Coverage - 03/26/2015
... Programs will remain in effect for most 2016 Chevrolet, GMC, and Buick vehicles. The number of service events will be modified from four service visits within the 2/24,000 to a maximum of two service visits within 2/24,000. Previous model year...
The Value of a Warranty Administrator - 03/26/2015
... documentation before submission including 3 C's, customer signature, technician time recordings, service management properly documented approvals and authorizations, and attached supporting documentation.Submit claims daily and correct rejections within...
Application of Authorization Code R Changes - 03/26/2015
... an authorization matrix, and repeat, related, and overlapping repairs are to be approved by service management with signature, date, time, and explanation either prior to submission or prior to the start of the repair, depending on the situation. Repeat...
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...
Returning Parts to the Warranty Parts Center - 07/01/2014
... allowance. In comments, indicate the reason for the adjustment. Transactions that were service agent self-authorized will require new comments to be entered as well. The core charge of a part that was requested to be returned is reimbursed by adjusting...
Part Rejects - 04/03/2014
... for labour code 1234567, can be corrected at the dealership level with authorization code P. Most service agents have empowerment to override this reject as long as the total dollar amount of parts in the transaction does not exceed $1,000. This...
DMA Claim Approval Request - 04/03/2014
Policy repairs that require DMA involvement, typically repairs that are outside the service agent's empowerment, require completing the Claim Approval Request located in the Dealer Aftersales Empowerment Portal. The DMA will either accept or deny the...
$500 Customer Participation - 02/27/2014
... 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 the claim should only be submitted for the portion that GM will reimburse...
Certified Elite Criteria - 01/28/2014
... 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 associated with Certified Elite will be granted to those dealerships that have met the thresholds...
Important Policy Updates - 01/10/2014
The Service Policies and Procedures Manual underwent an update at the end of 2013. The new edition has been uploaded to Global with manual changes highlighted in yellow.The Courtesy Transportation Program has been updated with a few significant differences...
Audits Suspended - 09/09/2014
... 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 time is stretched to the limit. Because of this, all warranty audits will be deferred...
Bulletin Updates - 01/21/2015
... dealer then completes the bottom section of the form and retains a copy in the vehicle service file. The form may be found in the Service Workbench tab on GlobalConnect within Service Forms. When applicable, GM will mail a CRRF with the product field...
Certified Elite Criteria - 01/21/2015
... of 66% or higher, dealership field action closure rate of 90%, repeat repairs 3% or less, and Service Training Standards of 100% or greater. The benefits associated with Certified Elite will be granted to those dealerships that have met the thresholds...
Cross Border Maintenance - 02/23/2015
... and Canada. Confirm active maintenance programs in the Applicable Warranties section of IVH or the Service Workbench Dashboard. If an active maintenance program is listed, the vehicle is eligible for servicing in either the US or Canada under the program...
Updated CCND Labour Operations - 12/19/2014
... was a concern, but there was not a problem found. Before the advent of these labour operations, service agents would use a repair or replace labour operation to get the technician some time and that resulted in reporting a repair that was not actually...
Required Operating Procedures - 12/19/2014
... within the latest release include the following: Required Operating Procedures Point 2: The Service Management Approval and Transaction Authorizations Matrix may be viewed, printed, or downloaded from Policy & Procedure Article 3.2.13. Version I...
Reject of the Month - 11/25/2014
The owner of a 2011 Chevrolet Traverse visited their local service agent to have an open recall performed. The service agent reviewed IVH and noted open recall 14187-"front safety belt anchor", on the job card. The technician performed the necessary...
GM Auth Request Not Allowed - 11/17/2011
Error message 242, "GM Auth Request Not Allowed-Within Service Agent Self Auth Limits", means that the service agent has the empowerment to authorize the transaction. This error message cannot be routed to GM for review; it must be corrected at the service...
GMPP - 02/07/2012
... 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 to be performed based on the recommended...
ZSET Transaction - 03/08/2012
... For example:I9385 - Folding 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...
Open Recalls - 05/02/2012
... amount for outstanding recalls at one dealership over six months for vehicles that they have serviced. That amount does not include vehicles that were sold by the dealer, but have never been in for service. It also doesn't account for outstanding recalls...
Transmission Replacements and Contacting the PQC - 08/09/2012
... Request forms with the integrated Repair/Replace Cost Comparison Worksheet are located within the Service Workbench of GlobalConnect. Select the Service Forms link from the Service tab. The forms may be found in the transmission/transaxle section with...
Top 10 New or Updated Policies and Programs in 2012 - 12/18/2012
... the base repair must be supported by separate on/off time punches and documentation in the 3 C's. Service management must always approve other labour time. 2. In late 2012, the GM Service Policies & Procedures Manual was updated. One of those updates,...
Global Warranty Management - 11/05/2012
... Library in Global offers documents from several different categories: marketing, sales, service, parts and business administration. These documents provide information that is relevant for a longer period of time in comparison to Global Messages that...
North American Cross Border Warranty Coverage - 11/05/2012
... you are permitted to make the necessary repairs. It is preferable that the customer seek out a service agent that is of the same franchise as their vehicle, but if that is significantly inconvenient or the repair is of an emergency nature, any GM service...
Reject of the Month - 11/05/2012
... "What Would You Do" example from the October edition of "Warranty News" presented a concern with a service engine soon light and oil fouled spark plugs. The technician repaired the vehicle by installing new pistons and rings and installing a deflector...
Part Return Tips - 01/24/2013
... 24 hours a day, seven days a week. Access the website with the dealerships BAC. Review Service Agent Open Parts Return Requests in GWM in the Prepare Parts Return tab. Part return requests can be viewed for a one month time frame up to a year.All...
2014 Chevrolet Two Year Maintenance Program - 05/14/2013
In late April, Chevrolet announced the new 2/24,000 select required maintenance service program on new, eligible 2014 model year vehicles. The program includes 2014 Cruze diesel and Silverado LD/HD vehicles sold on or after May 1, 2013. The covered services...
Maintenance, Maintenance and More Maintenance - 07/03/2013
... finding the Guidelines document)Term: 2-years/24,000 miles, whichever comes first, limited to four service eventsFrequency: Based on the OLM, with the oil life percentage recorded on the job card2013 Silverado 1500 2-Year/24,000 Mile Maintenance ProgramLabour...
GLC Labour Op Update - 06/19/2013
... for commonly used maintenance programs.Cadillac Premium Care Labour OperationsLegacy Code GLC Service DescriptionZ2262 0600503 Cadillac Premium Care Oil ChangeZ2263 0600513 Cadillac Premium Care Tire RotationZ2264 0600523 Cadillac Premium Care Passenger...
Field Actions and Special Coverage Reimbursements - 06/19/2013
... to complete the form and submit it, along with the required documentation, to their local service agent for processing. A copy of the reimbursement form can also be found in the Policies and Procedures manual, Article 6.1.12.If you have a customer who...
Reject of the Month - 12/09/2013
... sufficiently supported the claim through documentation and time punching? Furthermore, was service management involved in the OLH request? Service management is responsible for reviewing OLH requests prior to the work being performed. Once approved...
Certified Pre-Owned Maintenance Changes - 11/18/2013
... program is changing from 2 years/30,000 miles to 2 years/24,000 miles with a maximum of four services. The services include an oil change, tire rotation, and multipoint vehicle inspection. Oil change frequency is still based on the Oil Life Monitoring...
... 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 associated with Certified Elite will be granted to those dealerships that have met the thresholds...
Important Policy Updates - 01/10/2014
The Service Policies and Procedures Manual underwent an update at the end of 2013. The new edition has been uploaded to Global with manual changes highlighted in yellow.The Courtesy Transportation Program has been updated with a few significant differences...
Audits Suspended - 09/09/2014
... 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 time is stretched to the limit. Because of this, all warranty audits will be deferred...
Bulletin Updates - 01/21/2015
... dealer then completes the bottom section of the form and retains a copy in the vehicle service file. The form may be found in the Service Workbench tab on GlobalConnect within Service Forms. When applicable, GM will mail a CRRF with the product field...
Certified Elite Criteria - 01/21/2015
... of 66% or higher, dealership field action closure rate of 90%, repeat repairs 3% or less, and Service Training Standards of 100% or greater. The benefits associated with Certified Elite will be granted to those dealerships that have met the thresholds...
Cross Border Maintenance - 02/23/2015
... and Canada. Confirm active maintenance programs in the Applicable Warranties section of IVH or the Service Workbench Dashboard. If an active maintenance program is listed, the vehicle is eligible for servicing in either the US or Canada under the program...
Updated CCND Labour Operations - 12/19/2014
... was a concern, but there was not a problem found. Before the advent of these labour operations, service agents would use a repair or replace labour operation to get the technician some time and that resulted in reporting a repair that was not actually...
Required Operating Procedures - 12/19/2014
... within the latest release include the following: Required Operating Procedures Point 2: The Service Management Approval and Transaction Authorizations Matrix may be viewed, printed, or downloaded from Policy & Procedure Article 3.2.13. Version I...
Reject of the Month - 11/25/2014
The owner of a 2011 Chevrolet Traverse visited their local service agent to have an open recall performed. The service agent reviewed IVH and noted open recall 14187-"front safety belt anchor", on the job card. The technician performed the necessary...
GM Auth Request Not Allowed - 11/17/2011
Error message 242, "GM Auth Request Not Allowed-Within Service Agent Self Auth Limits", means that the service agent has the empowerment to authorize the transaction. This error message cannot be routed to GM for review; it must be corrected at the service...
GMPP - 02/07/2012
... 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 to be performed based on the recommended...
ZSET Transaction - 03/08/2012
... For example:I9385 - Folding 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...
Open Recalls - 05/02/2012
... amount for outstanding recalls at one dealership over six months for vehicles that they have serviced. That amount does not include vehicles that were sold by the dealer, but have never been in for service. It also doesn't account for outstanding recalls...
Transmission Replacements and Contacting the PQC - 08/09/2012
... Request forms with the integrated Repair/Replace Cost Comparison Worksheet are located within the Service Workbench of GlobalConnect. Select the Service Forms link from the Service tab. The forms may be found in the transmission/transaxle section with...
Top 10 New or Updated Policies and Programs in 2012 - 12/18/2012
... the base repair must be supported by separate on/off time punches and documentation in the 3 C's. Service management must always approve other labour time. 2. In late 2012, the GM Service Policies & Procedures Manual was updated. One of those updates,...
Global Warranty Management - 11/05/2012
... Library in Global offers documents from several different categories: marketing, sales, service, parts and business administration. These documents provide information that is relevant for a longer period of time in comparison to Global Messages that...
North American Cross Border Warranty Coverage - 11/05/2012
... you are permitted to make the necessary repairs. It is preferable that the customer seek out a service agent that is of the same franchise as their vehicle, but if that is significantly inconvenient or the repair is of an emergency nature, any GM service...
Reject of the Month - 11/05/2012
... "What Would You Do" example from the October edition of "Warranty News" presented a concern with a service engine soon light and oil fouled spark plugs. The technician repaired the vehicle by installing new pistons and rings and installing a deflector...
Part Return Tips - 01/24/2013
... 24 hours a day, seven days a week. Access the website with the dealerships BAC. Review Service Agent Open Parts Return Requests in GWM in the Prepare Parts Return tab. Part return requests can be viewed for a one month time frame up to a year.All...
2014 Chevrolet Two Year Maintenance Program - 05/14/2013
In late April, Chevrolet announced the new 2/24,000 select required maintenance service program on new, eligible 2014 model year vehicles. The program includes 2014 Cruze diesel and Silverado LD/HD vehicles sold on or after May 1, 2013. The covered services...
Maintenance, Maintenance and More Maintenance - 07/03/2013
... finding the Guidelines document)Term: 2-years/24,000 miles, whichever comes first, limited to four service eventsFrequency: Based on the OLM, with the oil life percentage recorded on the job card2013 Silverado 1500 2-Year/24,000 Mile Maintenance ProgramLabour...
GLC Labour Op Update - 06/19/2013
... for commonly used maintenance programs.Cadillac Premium Care Labour OperationsLegacy Code GLC Service DescriptionZ2262 0600503 Cadillac Premium Care Oil ChangeZ2263 0600513 Cadillac Premium Care Tire RotationZ2264 0600523 Cadillac Premium Care Passenger...
Field Actions and Special Coverage Reimbursements - 06/19/2013
... to complete the form and submit it, along with the required documentation, to their local service agent for processing. A copy of the reimbursement form can also be found in the Policies and Procedures manual, Article 6.1.12.If you have a customer who...
Reject of the Month - 12/09/2013
... sufficiently supported the claim through documentation and time punching? Furthermore, was service management involved in the OLH request? Service management is responsible for reviewing OLH requests prior to the work being performed. Once approved...
Certified Pre-Owned Maintenance Changes - 11/18/2013
... program is changing from 2 years/30,000 miles to 2 years/24,000 miles with a maximum of four services. The services include an oil change, tire rotation, and multipoint vehicle inspection. Oil change frequency is still based on the Oil Life Monitoring...
Reject of the Month - 01/10/2014
... Labour operation xx on job card xx is related to labour code xx. Reviewing IVH at time of service write up and obtaining a descriptive customer concern are critical to identifying a potential related condition. If a possible related condition is...
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...
Transportation Transactions - Receiving Hours Notification - 06/30/2011
As a service agent, you have the option to choose the hours you are willing to receive new vehicle deliveries, within reason. The hours you choose should indicate the times that you will have trained vehicle inspectors available to perform the walk around...
Other Labour Hours - 08/09/2011
... spelled out to justify the time paid. Technicians are required to get the service manager's approval when they feel they might be in a situation where OLH will be necessary. This approval is to be established prior to the repairs being...
Satellite Radio - 08/09/2011
Pandora offers Internet radio service to 100 million registered users. Consumers download a free Pandora application to their smart phones, the application then relays signals to the car's audio system to play a customized, Pandora built, lineup of music...
Accounting for Dealer Installed Accessories / PDI Adds - 09/19/2011
... of dealer installed accessories happen every day at dealerships across the country. While these service actions are very routine for most dealers there are small details that are sometimes overlooked. We have observed some commonly overlooked items related...
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...
Using OLH for Diagnosis: When is it appropriate? - 10/14/2011
The Labour Time Guide (LTG) serves as an essential tool in warranty claim submission. It acts as the service department guideline for service departments to determine the labour involved with a specific repair. Over the last few years, the LTG has been...
Watch those recalls - 11/18/2010
In recent months there seems to have been an increase in the number of updated (and new) recalls that service departments can encounter. The continual updates and additions require both the service department and the warranty administrator to stay on...
OnStar - 01/19/2011
In early January, OnStar announced that their safety, security and connectivity services will become available for non-GM and older GM vehicles. The service will be available through a standalone rearview mirror which will be made available this spring....
Part Ceiling Exceeded - 03/11/2010
... parameters for approving excessive part transactions changed when you transitioned to GWM. Most service agents are now empowered to approve excessive part transactions up to $1,000.The increased empowerment provides the give service agent with the authority...
Reject of the Month - June 2019 - 05/29/2019
... year. Since the pads were purchased prior to April 1, 2018, the warranty coverage is Limited Lifetime and because coverage is for only the first replacement for 12 months/unlimited miles, which was exceeded by time, coverage at this point in time...
Determining Other Labor Hours Paid - 01/27/2022
... OLH requires a separate clock time that must be in the appropriate sequence for the repair. Service management approval, in the form of an explanation with date, time, and signature (or initials) is required on the front of the hard copy of the...
Dongle Devices - 11/22/2022
... to begin the new requirement that warranty claims will be checked to see if an approved dongle service lane scan (GM SAVI (Service Advisor Vehicle Interface), eAdvisor or Tekion) was completed. Claims submitted without a dongle device scan will be denied...
Add On Repair Minor Change - 03/23/2023
One of the March 2023 updates in the Service Policy and Procedures Manual was a minor change regarding add on repair approval. Service management must still authorize add on repairs, after the new concern has been inspected and verified, in writing,...
Warranty Completion Date - 06/20/2022
... an important step in helping GM reduce vehicle repurchase (buyback) due to prolonged days in the service department for warranty repairs. With part availability still an issue, it can be easier than ever for a customer to qualify for a repurchase/buyback...
Tips from a Mail Out Review - 08/22/2022
... a reminder: All diagnosis time must be prior to parts billed. Add On Repair – Once the service manager determines that an additional repair is necessary and approves adding the line to the job card, the following steps apply. Reference P&P...
Job Card Attachments - 09/26/2022
... be GM Authorized and the only document that needs to be attached is the job card copy showing the service manager’s four element written approval for excessive parts. This authorization may take place at the time of the first transaction or after...
Dealer Aftersales Empowerment Portal - 04/26/2022
... access. The three available processes are as follows: Aftersales Empowerment - Goodwill Tools: Service management may submit a Goodwill request via the portal. Goodwill tools are intended to repair a customer relationship. When a customer’s experience...
Authorization Code G and SAVI - 01/29/2024
... dongle scan was missed and a subsequent warranty claim is being submitted, dealers should select Service Agent Self Authorization/General Service Agent in Global Warranty Management to address error 872. The appropriate authorization code in this case...
Authorization Code G and SAVI - 10/25/2023
... dongle scan was missed and a subsequent warranty claim is being submitted, dealers should select Service Agent Self Authorization/General Service Agent in Global Warranty Management to address error 872. The appropriate authorization code in this case...
Warranty Blocks and Branded Titles - 05/23/2023
... or fully voided for a number of reasons. Investigate Vehicle History (IVH) or the dashboard in Service Workbench must be accessed in order to verify warranty coverage and identify any partially or fully voided warranties or other restricted activities. Every...
Mail Out Review & Add On Repairs - 04/22/2019
... procedures are being followed correctly and that invalid repairs are not being reimbursed. Some service agents haven’t had a job card review in quite a while, whereas others experience frequent reviews or even an audit. While reviewing transactions...
Reject of the Month - 03/26/2019
... 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 be obtained at time of write...
GlobalConnect Shortcuts - 08/20/2018
... button. Each app contains a list of departments that it is bested suited for (e.g. Parts, Service) as well as a Description (e.g. IVH: application will supply VIN specific information related to warranty history, options, relevant field actions, warranty...
... Labour operation xx on job card xx is related to labour code xx. Reviewing IVH at time of service write up and obtaining a descriptive customer concern are critical to identifying a potential related condition. If a possible related condition is...
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...
Transportation Transactions - Receiving Hours Notification - 06/30/2011
As a service agent, you have the option to choose the hours you are willing to receive new vehicle deliveries, within reason. The hours you choose should indicate the times that you will have trained vehicle inspectors available to perform the walk around...
Other Labour Hours - 08/09/2011
... spelled out to justify the time paid. Technicians are required to get the service manager's approval when they feel they might be in a situation where OLH will be necessary. This approval is to be established prior to the repairs being...
Satellite Radio - 08/09/2011
Pandora offers Internet radio service to 100 million registered users. Consumers download a free Pandora application to their smart phones, the application then relays signals to the car's audio system to play a customized, Pandora built, lineup of music...
Accounting for Dealer Installed Accessories / PDI Adds - 09/19/2011
... of dealer installed accessories happen every day at dealerships across the country. While these service actions are very routine for most dealers there are small details that are sometimes overlooked. We have observed some commonly overlooked items related...
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...
Using OLH for Diagnosis: When is it appropriate? - 10/14/2011
The Labour Time Guide (LTG) serves as an essential tool in warranty claim submission. It acts as the service department guideline for service departments to determine the labour involved with a specific repair. Over the last few years, the LTG has been...
Watch those recalls - 11/18/2010
In recent months there seems to have been an increase in the number of updated (and new) recalls that service departments can encounter. The continual updates and additions require both the service department and the warranty administrator to stay on...
OnStar - 01/19/2011
In early January, OnStar announced that their safety, security and connectivity services will become available for non-GM and older GM vehicles. The service will be available through a standalone rearview mirror which will be made available this spring....
Part Ceiling Exceeded - 03/11/2010
... parameters for approving excessive part transactions changed when you transitioned to GWM. Most service agents are now empowered to approve excessive part transactions up to $1,000.The increased empowerment provides the give service agent with the authority...
Reject of the Month - June 2019 - 05/29/2019
... year. Since the pads were purchased prior to April 1, 2018, the warranty coverage is Limited Lifetime and because coverage is for only the first replacement for 12 months/unlimited miles, which was exceeded by time, coverage at this point in time...
Determining Other Labor Hours Paid - 01/27/2022
... OLH requires a separate clock time that must be in the appropriate sequence for the repair. Service management approval, in the form of an explanation with date, time, and signature (or initials) is required on the front of the hard copy of the...
Dongle Devices - 11/22/2022
... to begin the new requirement that warranty claims will be checked to see if an approved dongle service lane scan (GM SAVI (Service Advisor Vehicle Interface), eAdvisor or Tekion) was completed. Claims submitted without a dongle device scan will be denied...
Add On Repair Minor Change - 03/23/2023
One of the March 2023 updates in the Service Policy and Procedures Manual was a minor change regarding add on repair approval. Service management must still authorize add on repairs, after the new concern has been inspected and verified, in writing,...
Warranty Completion Date - 06/20/2022
... an important step in helping GM reduce vehicle repurchase (buyback) due to prolonged days in the service department for warranty repairs. With part availability still an issue, it can be easier than ever for a customer to qualify for a repurchase/buyback...
Tips from a Mail Out Review - 08/22/2022
... a reminder: All diagnosis time must be prior to parts billed. Add On Repair – Once the service manager determines that an additional repair is necessary and approves adding the line to the job card, the following steps apply. Reference P&P...
Job Card Attachments - 09/26/2022
... be GM Authorized and the only document that needs to be attached is the job card copy showing the service manager’s four element written approval for excessive parts. This authorization may take place at the time of the first transaction or after...
Dealer Aftersales Empowerment Portal - 04/26/2022
... access. The three available processes are as follows: Aftersales Empowerment - Goodwill Tools: Service management may submit a Goodwill request via the portal. Goodwill tools are intended to repair a customer relationship. When a customer’s experience...
Authorization Code G and SAVI - 01/29/2024
... dongle scan was missed and a subsequent warranty claim is being submitted, dealers should select Service Agent Self Authorization/General Service Agent in Global Warranty Management to address error 872. The appropriate authorization code in this case...
Authorization Code G and SAVI - 10/25/2023
... dongle scan was missed and a subsequent warranty claim is being submitted, dealers should select Service Agent Self Authorization/General Service Agent in Global Warranty Management to address error 872. The appropriate authorization code in this case...
Warranty Blocks and Branded Titles - 05/23/2023
... or fully voided for a number of reasons. Investigate Vehicle History (IVH) or the dashboard in Service Workbench must be accessed in order to verify warranty coverage and identify any partially or fully voided warranties or other restricted activities. Every...
Mail Out Review & Add On Repairs - 04/22/2019
... procedures are being followed correctly and that invalid repairs are not being reimbursed. Some service agents haven’t had a job card review in quite a while, whereas others experience frequent reviews or even an audit. While reviewing transactions...
Reject of the Month - 03/26/2019
... 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 be obtained at time of write...
GlobalConnect Shortcuts - 08/20/2018
... button. Each app contains a list of departments that it is bested suited for (e.g. Parts, Service) as well as a Description (e.g. IVH: application will supply VIN specific information related to warranty history, options, relevant field actions, warranty...
Add on Repairs - 01/21/2019
... 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...
New Year, New Labor Rate - 11/29/2018
... GM guarantees a 2.5% increase. TIP: View your warranty labor rate in GWM under the "View Service Agent Profile" link and select the "Labor Rates" option. ...
Comeback Prevention - 04/29/2020
... includes the following points: Work on ways to improve the communication between the customer, service advisor, service manager, and the technician. If there is a problem in the appointment making process, perhaps those who make appointments could benefit...
Comeback Prevention - 04/29/2020
... includes the following points: Work on ways to improve the communication between the customer, service advisor, service manager, and the technician. If there is a problem in the appointment making process, perhaps those who make appointments could benefit...
Canadian Vehicles in the United States - 12/29/2020
This time of year, dealerships, particularly those in the South, 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...
The Parts Policies & Procedures Manual - 10/27/2020
The Parts Policies and Procedures Manual is available within the Sales, Service, & Parts Policy and Procedures application in GlobalConnect. Most warranty administrators are familiar with the Service Policies and Procedures Manual, as well as the...
Required Operating Procedures-Authorization Matrix - 05/22/2018
Download jlwarranty's Service Management Authorization Matrix Help Card Bulletin 04-00-89-015S was updated in mid-May. The revision contains the 2019 model year and an updated Service Management Authorization Matrix. At newsletter print time, the matrix...
What is the empowerment level at my dealership? - 07/25/2017
Have you or someone else in the service department has asked this question, or are your transactions with certain service agent self-authorization codes rejecting? Dealerships that did not meet minimum STS thresholds at the end of the second quarter (98%),...
Full Disclosure - 07/25/2017
... (Duramax™ Diesel Engines), 08-06-04-006 (Calibration Identification) for more information on service agent requirements for calibration verification. Used parts are strictly prohibited when performing warranty and policy repairs, field actions,...
Process Changes to the WPC Program - 01/23/2017
... and other supporting documentation, must be returned within 21 days of the initial request. Service agents must be able to substantiate shipment of parts within 10 days of the request date. If all parts were shipped and were not received within...
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...
Changes to Policy Repair Decision Making - 11/18/2013
... is the original owner.Customer is a loyal new vehicle customer.Customer is a loyal service customer.Previous repair history that is related to the current vehicle issue.The type of repair needed. The repair needed will be expensive for the customer.The...
Reimbursing Customers for Product Field Actions - 01/19/2012
... letters are sent to customers for both special coverage adjustments and recalls, however, when the service is a special coverage adjustment, customers are informed that they do not need to bring their vehicle to the dealership if they are not experiencing...
Changes to Technician Accounting of Labour Time - 08/05/2014
... a recall is being performed on multiple vehicles, such as several vehicles on the service agent's lot, and the repair may result in an inspection only or reprogramming, the technician is not required to time record the job card. The same is true when...
May 2015 Recall Update - 04/28/2015
... Ignition Switch/Ignition Lock Cylinder/Ignition Key-Keys for Life Program: The part information, service procedure, and warranty transaction information sections of the bulletin have been updated to reflect the Keys for Life Program. Special Coverage...
Choosing The Correct Labor Operation - 06/02/2015
... a labor operation is chosen that corresponds with that failed part. The warranty administrator, service manager, or service advisor (not the technician) will apply the correct labor operation that reflects the failure. If a part fails, and because of...
November 2015 Recall Update - 10/23/2015
... relearn the brake pedal home position. The recall bulletin was revised to include an update to the service procedure. Special Coverage 14582A: Throttle Body-Reduced Power Mode: The special coverage has been revised to update the involved models....
New Vehicle Receiving and Inspection Guidelines - 03/01/2016
... manual and other applicable paperwork is in the vehicle.The trunk or cargo compartment area. The service agent inspector must be aware of what parts are to be shipped with the vehicle and stored in the trunk or cargo area (e.g. floor mats). When inspecting...
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...
January 2016 Recall Update - 01/11/2016
... 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 or were previously registered in Alaska,...
December 2015 Recall Update - 12/01/2015
... is no longer available for ordering. Dealers are to order individual components of the kit. The Service Procedure now includes seat belt tensioner cover removal instructions. The recall applies to certain 2013 Buick Encore, Cadillac ATS-4 Door, Chevrolet...
Warranty Performance Analysis - 07/02/2010
... working conditions. When the auditor arrived at the dealership as scheduled at 8:00 am, the service manager took him on a tour of the store before explaining that the warranty administrator was out of the office and wouldn't be back until around...
Warranty Training - 04/13/2010
... job correctly is equally as important. A warranty administrator's job involves interaction with service managers, parts staff, service advisors, and technicians. Those interactions provide the opportunity for the warranty administrator to provide their...
Staying one Step Ahead of Recalls - 01/19/2011
... often may reduce the stress of scrambling for information when the vehicles begin to flood in for service. Consequential Damage and Recalls: There are often many recalls or service campaigns that serve as preventive care to avoid a greater and more...
Transmission Claims and WPC Debits - 09/16/2010
... different failures than what appeared on the PQC case associated with the transmission service. Some of the dealers handling those claims were debited for the warranty transaction. Technicians, service advisors, and service managers must thoroughly and...
... 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...
New Year, New Labor Rate - 11/29/2018
... GM guarantees a 2.5% increase. TIP: View your warranty labor rate in GWM under the "View Service Agent Profile" link and select the "Labor Rates" option. ...
Comeback Prevention - 04/29/2020
... includes the following points: Work on ways to improve the communication between the customer, service advisor, service manager, and the technician. If there is a problem in the appointment making process, perhaps those who make appointments could benefit...
Comeback Prevention - 04/29/2020
... includes the following points: Work on ways to improve the communication between the customer, service advisor, service manager, and the technician. If there is a problem in the appointment making process, perhaps those who make appointments could benefit...
Canadian Vehicles in the United States - 12/29/2020
This time of year, dealerships, particularly those in the South, 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...
The Parts Policies & Procedures Manual - 10/27/2020
The Parts Policies and Procedures Manual is available within the Sales, Service, & Parts Policy and Procedures application in GlobalConnect. Most warranty administrators are familiar with the Service Policies and Procedures Manual, as well as the...
Required Operating Procedures-Authorization Matrix - 05/22/2018
Download jlwarranty's Service Management Authorization Matrix Help Card Bulletin 04-00-89-015S was updated in mid-May. The revision contains the 2019 model year and an updated Service Management Authorization Matrix. At newsletter print time, the matrix...
What is the empowerment level at my dealership? - 07/25/2017
Have you or someone else in the service department has asked this question, or are your transactions with certain service agent self-authorization codes rejecting? Dealerships that did not meet minimum STS thresholds at the end of the second quarter (98%),...
Full Disclosure - 07/25/2017
... (Duramax™ Diesel Engines), 08-06-04-006 (Calibration Identification) for more information on service agent requirements for calibration verification. Used parts are strictly prohibited when performing warranty and policy repairs, field actions,...
Process Changes to the WPC Program - 01/23/2017
... and other supporting documentation, must be returned within 21 days of the initial request. Service agents must be able to substantiate shipment of parts within 10 days of the request date. If all parts were shipped and were not received within...
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...
Changes to Policy Repair Decision Making - 11/18/2013
... is the original owner.Customer is a loyal new vehicle customer.Customer is a loyal service customer.Previous repair history that is related to the current vehicle issue.The type of repair needed. The repair needed will be expensive for the customer.The...
Reimbursing Customers for Product Field Actions - 01/19/2012
... letters are sent to customers for both special coverage adjustments and recalls, however, when the service is a special coverage adjustment, customers are informed that they do not need to bring their vehicle to the dealership if they are not experiencing...
Changes to Technician Accounting of Labour Time - 08/05/2014
... a recall is being performed on multiple vehicles, such as several vehicles on the service agent's lot, and the repair may result in an inspection only or reprogramming, the technician is not required to time record the job card. The same is true when...
May 2015 Recall Update - 04/28/2015
... Ignition Switch/Ignition Lock Cylinder/Ignition Key-Keys for Life Program: The part information, service procedure, and warranty transaction information sections of the bulletin have been updated to reflect the Keys for Life Program. Special Coverage...
Choosing The Correct Labor Operation - 06/02/2015
... a labor operation is chosen that corresponds with that failed part. The warranty administrator, service manager, or service advisor (not the technician) will apply the correct labor operation that reflects the failure. If a part fails, and because of...
November 2015 Recall Update - 10/23/2015
... relearn the brake pedal home position. The recall bulletin was revised to include an update to the service procedure. Special Coverage 14582A: Throttle Body-Reduced Power Mode: The special coverage has been revised to update the involved models....
New Vehicle Receiving and Inspection Guidelines - 03/01/2016
... manual and other applicable paperwork is in the vehicle.The trunk or cargo compartment area. The service agent inspector must be aware of what parts are to be shipped with the vehicle and stored in the trunk or cargo area (e.g. floor mats). When inspecting...
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...
January 2016 Recall Update - 01/11/2016
... 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 or were previously registered in Alaska,...
December 2015 Recall Update - 12/01/2015
... is no longer available for ordering. Dealers are to order individual components of the kit. The Service Procedure now includes seat belt tensioner cover removal instructions. The recall applies to certain 2013 Buick Encore, Cadillac ATS-4 Door, Chevrolet...
Warranty Performance Analysis - 07/02/2010
... working conditions. When the auditor arrived at the dealership as scheduled at 8:00 am, the service manager took him on a tour of the store before explaining that the warranty administrator was out of the office and wouldn't be back until around...
Warranty Training - 04/13/2010
... job correctly is equally as important. A warranty administrator's job involves interaction with service managers, parts staff, service advisors, and technicians. Those interactions provide the opportunity for the warranty administrator to provide their...
Staying one Step Ahead of Recalls - 01/19/2011
... often may reduce the stress of scrambling for information when the vehicles begin to flood in for service. Consequential Damage and Recalls: There are often many recalls or service campaigns that serve as preventive care to avoid a greater and more...
Transmission Claims and WPC Debits - 09/16/2010
... different failures than what appeared on the PQC case associated with the transmission service. Some of the dealers handling those claims were debited for the warranty transaction. Technicians, service advisors, and service managers must thoroughly and...
Special Coverage 10054D - 10/14/2011
... for the other half of the repair charges, at warranty rates. Customers with an extended warranty service contract do not have to pay for any of the repair, except half of their deductible.The following is an example of a special coverage transaction...
No Problem Found Claims Handling - 06/30/2011
... concerns reflect poorly on the dealership because it compromises the customer's trust in the service department. NPF's can also be time consuming and confusing when attempting to document and justify the claim for reimbursement. If a dealer is not organized...
Routing the Transaction for Review and Payment - 04/27/2011
... with the Global reject process, specifically repetitive returns between the dealer and the GM Service Manager (WSC, PQC, RCC rep, etc). In the event that a transaction has to be routed for review, there are specific pieces of information that must be...
The Empowerment Portal - 01/11/2016
... to access the site. Users that have full access to Dealer Aftersales Empowerment tools include the Service Manager, and Parts & Service Director. Service Advisor and Customer Relations Managers have limited access, Policy Calculator and Reference...
Certified Elite - 02/02/2016
... 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 are achieved for...
Reject of the Month - 04/08/2016
... of the battery Warranty Insert Tag. Example from P&P Article 2.8.2: The article within the Service Policies and Procedures Manual states the requirement of removing the Warranty Insert Tag from the new ACDelco Replacement Battery and retaining it...
Global Warranty User Manual Updated - 04/08/2016
... manual contains the following sections that provide instruction with reviewing various service agent reports. There are several appendixes in the manual that are helpful in understanding things from a reject code to an authorization code. Investigate...
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...
Reject of the Month - 10/23/2015
Error Code 122: This transaction was reviewed by a GM Service Manager and rejected. Transactions that must be routed for review, for example, part incompatibility issue, or OLH, or part expense that exceeds service management empowerment may be returned...
Certified Elite - 07/29/2015
... field action closure rate has increased to 95%. Dealership parts loyalty remains at 90% and service training standards stays the same as well as 100% or greater. The benefits associated with Certified Elite status will be granted to those dealerships...
Customer Signature - 06/30/2015
... customer must sign the job card before any work begins. If a customer signature is not available, service management must sign their name, indicate the date and time they signed, and provide an explanation as to why the customer did not sign. If audited,...
Parts - 03/26/2015
Take a walk through the service department and become aware of new/used parts and fluids on or near the technician's work stations. Is the department clean, neat, and free of parts/fluids? Or, are there piles of used parts stacked near the technician's...
Transportation Claim Fast Facts - 01/21/2015
All vehicles designated for delivery to the Service Agent's facility, regardless of vehicle condition, must be accepted. Any questions or concerns must be directed to the DBC only.It is highly recommended that digital photographs of damaged areas are...
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...
Recalls - 02/23/2015
Every GM dealership has been experiencing an increase 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...
Repeat Repair/Pyramiding - 04/03/2014
When a service agent enters the Service Agent Self-Review (SASR) Process, documentation and instructional information is made available in the Notifications area of GWM. If your dealership has entered an Observation Period, this is where analysis should...
Customer Enthusiasm - 07/01/2014
... warranty period when the product issue is not covered by the New Vehicle Limited Warranty, but the service agent or customer wants GM to cover the repair to ensure customer loyalty. Having said that, it's important to get this out early in this article;...
Chevrolet 5-Year Protection Plus Package - 12/15/2011
... maintenance. Maintenance can be performed at any participating Chevrolet dealership. Oil change services are to be based on the Oil Life Monitor and tire rotations are to be performed every 7,500 miles. The labour operations used for warranty reimbursement...
Qualifying for a Rental Vehicle - 02/07/2012
... it states that a rental vehicle should not be offered if a vehicle cannot be scheduled into a service department but is operative and safe to drive. Scheduling service late in the afternoon or just prior to the weekend or holiday when the service department...
End of the Year - 11/05/2012
... vehicles are debuting and dealers are planning the end of financial year data. To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule should be current (all transactions over 30 days should be...
Option C Enrollment - 11/05/2012
... retail labour rates from warranty labour rates.Option C labour rates never decrease.Dealers are guaranteed the annual labour rate increase that will not go below 2.5%. ...
Enhanced Buick and GMC Courtesy Transportation Program - 12/18/2012
Buick and GMC service agents who elect to have their own rental vehicles through the Buick and GMC Courtesy Transportation Program are rewarded with a higher reimbursement rate and customers who are less inconvenienced. The program requires that: A...
The Team - 04/12/2013
... 30 plus years or just a few months, you hold a pivotal 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...
Policy Decisions with Electronic Exchange Components - 01/24/2013
Electronic exchange components, such as radios and instrument clusters, are ordered through GM authorized Electronic Service Centers. Once the part number is determined via Tech II or from the unit itself, a call is made to the service agent's preferred...
Maintenance Offers - 08/09/2012
... 27-point vehicle inspection.A ZSSP transaction is submitted for reimbursement for the maintenance service. The reimbursement is either $20 for conventional, diesel or dexos1 oil and $35 for synthetic oil. The dealer is instructed to use labour operation...
... for the other half of the repair charges, at warranty rates. Customers with an extended warranty service contract do not have to pay for any of the repair, except half of their deductible.The following is an example of a special coverage transaction...
No Problem Found Claims Handling - 06/30/2011
... concerns reflect poorly on the dealership because it compromises the customer's trust in the service department. NPF's can also be time consuming and confusing when attempting to document and justify the claim for reimbursement. If a dealer is not organized...
Routing the Transaction for Review and Payment - 04/27/2011
... with the Global reject process, specifically repetitive returns between the dealer and the GM Service Manager (WSC, PQC, RCC rep, etc). In the event that a transaction has to be routed for review, there are specific pieces of information that must be...
The Empowerment Portal - 01/11/2016
... to access the site. Users that have full access to Dealer Aftersales Empowerment tools include the Service Manager, and Parts & Service Director. Service Advisor and Customer Relations Managers have limited access, Policy Calculator and Reference...
Certified Elite - 02/02/2016
... 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 are achieved for...
Reject of the Month - 04/08/2016
... of the battery Warranty Insert Tag. Example from P&P Article 2.8.2: The article within the Service Policies and Procedures Manual states the requirement of removing the Warranty Insert Tag from the new ACDelco Replacement Battery and retaining it...
Global Warranty User Manual Updated - 04/08/2016
... manual contains the following sections that provide instruction with reviewing various service agent reports. There are several appendixes in the manual that are helpful in understanding things from a reject code to an authorization code. Investigate...
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...
Reject of the Month - 10/23/2015
Error Code 122: This transaction was reviewed by a GM Service Manager and rejected. Transactions that must be routed for review, for example, part incompatibility issue, or OLH, or part expense that exceeds service management empowerment may be returned...
Certified Elite - 07/29/2015
... field action closure rate has increased to 95%. Dealership parts loyalty remains at 90% and service training standards stays the same as well as 100% or greater. The benefits associated with Certified Elite status will be granted to those dealerships...
Customer Signature - 06/30/2015
... customer must sign the job card before any work begins. If a customer signature is not available, service management must sign their name, indicate the date and time they signed, and provide an explanation as to why the customer did not sign. If audited,...
Parts - 03/26/2015
Take a walk through the service department and become aware of new/used parts and fluids on or near the technician's work stations. Is the department clean, neat, and free of parts/fluids? Or, are there piles of used parts stacked near the technician's...
Transportation Claim Fast Facts - 01/21/2015
All vehicles designated for delivery to the Service Agent's facility, regardless of vehicle condition, must be accepted. Any questions or concerns must be directed to the DBC only.It is highly recommended that digital photographs of damaged areas are...
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...
Recalls - 02/23/2015
Every GM dealership has been experiencing an increase 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...
Repeat Repair/Pyramiding - 04/03/2014
When a service agent enters the Service Agent Self-Review (SASR) Process, documentation and instructional information is made available in the Notifications area of GWM. If your dealership has entered an Observation Period, this is where analysis should...
Customer Enthusiasm - 07/01/2014
... warranty period when the product issue is not covered by the New Vehicle Limited Warranty, but the service agent or customer wants GM to cover the repair to ensure customer loyalty. Having said that, it's important to get this out early in this article;...
Chevrolet 5-Year Protection Plus Package - 12/15/2011
... maintenance. Maintenance can be performed at any participating Chevrolet dealership. Oil change services are to be based on the Oil Life Monitor and tire rotations are to be performed every 7,500 miles. The labour operations used for warranty reimbursement...
Qualifying for a Rental Vehicle - 02/07/2012
... it states that a rental vehicle should not be offered if a vehicle cannot be scheduled into a service department but is operative and safe to drive. Scheduling service late in the afternoon or just prior to the weekend or holiday when the service department...
End of the Year - 11/05/2012
... vehicles are debuting and dealers are planning the end of financial year data. To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule should be current (all transactions over 30 days should be...
Option C Enrollment - 11/05/2012
... retail labour rates from warranty labour rates.Option C labour rates never decrease.Dealers are guaranteed the annual labour rate increase that will not go below 2.5%. ...
Enhanced Buick and GMC Courtesy Transportation Program - 12/18/2012
Buick and GMC service agents who elect to have their own rental vehicles through the Buick and GMC Courtesy Transportation Program are rewarded with a higher reimbursement rate and customers who are less inconvenienced. The program requires that: A...
The Team - 04/12/2013
... 30 plus years or just a few months, you hold a pivotal 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...
Policy Decisions with Electronic Exchange Components - 01/24/2013
Electronic exchange components, such as radios and instrument clusters, are ordered through GM authorized Electronic Service Centers. Once the part number is determined via Tech II or from the unit itself, a call is made to the service agent's preferred...
Maintenance Offers - 08/09/2012
... 27-point vehicle inspection.A ZSSP transaction is submitted for reimbursement for the maintenance service. The reimbursement is either $20 for conventional, diesel or dexos1 oil and $35 for synthetic oil. The dealer is instructed to use labour operation...
Love it or Return it - 08/09/2012
... it or Return it" vehicle 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...
The Warranty Parts Center and Customer Enthusiasm - 06/06/2012
... it is determined if the failure is a result of engineering, assembly, supplier quality, or if the service agent replaced a part that was not defective. This procedure is costly; GM absorbs the shipping costs and people spend time examining the component....
SASR Process: - 07/02/2012
GM has developed the Service Agent Self Review 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...
Empowerment Levels and Change - 08/30/2012
... status changed, as did their self-empowerment levels. This particular dealer lost their Elite Service Agent Status. Each dealer has an empowerment profile that is housed within Global Warranty Management. The profile provides critical information on...
Simplifying the Requirements for Technician Clock Time - 07/03/2013
... beyond the published diagnostic time and is requesting OLH. Also necessary for OLH is to get prior service management approval. Most service agent's use one of three processes for clocking on a job card. If your DMS is set up for electronic clock...
Maintenance - 07/03/2013
... resources are available in GlobalConnect. Once logged on, select Reports and Tools from the Service Workbench. There you will find a link to the P&P Manuals and Other Service/Parts Publications. Or, if you have a shortcut established for the...
PQC Contact Required? - 02/26/2013
... to review the latest PQC related bulletins, 12-07-30-001 and 02-07-30-029, and realize that most service agents are no longer required to contact the PQC, but some must still make the call. How can you be sure which group your store fits in? The bulletin...
Identifying Non-GM Engine and Transmission Calibrations for V6 and V8 Gasoline Engines - 04/12/2013
... BEFORE disassembly, repair or replacement of an engine assembly under warranty. This is for all GM service agents, regardless of whether required to contact the PQC or not. The wording change went from "strongly recommended" to required. With most service...
Consumer Part Warranty - 09/27/2016
... when purchased as a retail transaction. The warranty also is applicable for parts replaced under a service contract. It is a Federal law that purchasers of consumer warranty parts receive a copy of the warranty coverage. These copies typically do not...
Open Recalls - 09/27/2016
... to recoup the PDI reimbursement. Every dealership must have a process in place to ensure all service agent owned vehicles get open recalls completed. The Field Action Inventory Reports Application in GlobalConnect, under the Service Department...
Empowerment Portal and Open Recalls - 09/27/2016
... click the Continue button to proceed. This is an informational-only message. As a reminder, service agent responsibility in regards to product field actions is outlined within the Service Policies and Procedures Manual Article 6.1.2: In summary,...
Mail Out Review Trends - 04/17/2017
From a sales incentive perspective, the Mail Out Review process has been around for several years. From the service end of things, it is a newer process. The March edition of the Warranty News presented details on this review system for the service department. Dealers...
Paint Warranty Transactions - 06/19/2017
... repair facility. As a reminder, sublet repairs must not be shown on the warranty transaction as a service agent performed repair. If a repair is performed by the service agents’ body shop, the warranty transaction must reflect labor and parts;...
Consumable Parts - 11/21/2017
Service Agents are to purchase all essential special service tools required to service all models currently covered by the GM New Vehicle Limited Warranty. Some of these tools come with what are called “consumable repair parts” that are intended ...
Electronic Exchange Program - 10/24/2017
Electronic Service Centers provide exchange service for certain components. Examples include radios, instrument clusters, and OnStar modules. When a technician determines that an electronic exchange component will need replacement, they obtain the part...
Certified Elite - 01/22/2018
... year. Program criteria and thresholds have been updated to align with the new Parts and Service Excellence (PASE) Program. GM continually monitors and adjusts the thresholds for Elite status so that dealer attainment continues to require an above...
Filing and Supporting Documentation - 01/22/2018
... supporting documentation must be included in the file. The file must 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...
PDI's, Fluid Adds, and DEF Fluid - 09/22/2020
The performance of the Pre-Delivery Inspection (PDI) 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...
Anatomy of a Reject - 08/25/2020
... is true for a rejected transaction. Every reject cannot simply be corrected by submitting with Service Agent Self-Authorization or GM Authorization. Each reject must be analyzed in a step by step manner (much like a technician would follow a diagnostic...
Policy, Goodwill, Customer Enthusiasm, and Warranty - 04/29/2020
... of a defect in materials or workmanship. Goodwill Transaction: When a situation arises where service management would like to offer the customer a token of apology or a maintenance service due to an inconvenience. Policy Transaction: When a vehicle is...
When the Tow Bill Exceeds the Limit - 01/03/2020
... to the job card and tow charges must be reasonable and customary for the dealership’s service area and the distance towed. It will help considerably if the Roadside Assistance Program is explained to your customer the first time they bring their...
Self-Authorization - 10/23/2019
Certain repairs require authorization by designated Service Agent management or GM personnel. When authorization is necessary, it is the responsibility of service management to determine the specific authorization needed, ensure the reason for authorization...
WPC Parts Return Program - 12/19/2018
... essential process that leads to better vehicle 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...
Signatures - 10/23/2018
... 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 the job card. Service management approval is required. By obtaining...
Labor Rate Enrollment - 10/23/2018
The annual labor rate enrollment period is this month. Service agents that are currently enrolled in the Option A warranty labor rate agreement have the opportunity to enroll in the Option C labor rate program during the annual November enrollment period,...
... it or Return it" vehicle 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...
The Warranty Parts Center and Customer Enthusiasm - 06/06/2012
... it is determined if the failure is a result of engineering, assembly, supplier quality, or if the service agent replaced a part that was not defective. This procedure is costly; GM absorbs the shipping costs and people spend time examining the component....
SASR Process: - 07/02/2012
GM has developed the Service Agent Self Review 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...
Empowerment Levels and Change - 08/30/2012
... status changed, as did their self-empowerment levels. This particular dealer lost their Elite Service Agent Status. Each dealer has an empowerment profile that is housed within Global Warranty Management. The profile provides critical information on...
Simplifying the Requirements for Technician Clock Time - 07/03/2013
... beyond the published diagnostic time and is requesting OLH. Also necessary for OLH is to get prior service management approval. Most service agent's use one of three processes for clocking on a job card. If your DMS is set up for electronic clock...
Maintenance - 07/03/2013
... resources are available in GlobalConnect. Once logged on, select Reports and Tools from the Service Workbench. There you will find a link to the P&P Manuals and Other Service/Parts Publications. Or, if you have a shortcut established for the...
PQC Contact Required? - 02/26/2013
... to review the latest PQC related bulletins, 12-07-30-001 and 02-07-30-029, and realize that most service agents are no longer required to contact the PQC, but some must still make the call. How can you be sure which group your store fits in? The bulletin...
Identifying Non-GM Engine and Transmission Calibrations for V6 and V8 Gasoline Engines - 04/12/2013
... BEFORE disassembly, repair or replacement of an engine assembly under warranty. This is for all GM service agents, regardless of whether required to contact the PQC or not. The wording change went from "strongly recommended" to required. With most service...
Consumer Part Warranty - 09/27/2016
... when purchased as a retail transaction. The warranty also is applicable for parts replaced under a service contract. It is a Federal law that purchasers of consumer warranty parts receive a copy of the warranty coverage. These copies typically do not...
Open Recalls - 09/27/2016
... to recoup the PDI reimbursement. Every dealership must have a process in place to ensure all service agent owned vehicles get open recalls completed. The Field Action Inventory Reports Application in GlobalConnect, under the Service Department...
Empowerment Portal and Open Recalls - 09/27/2016
... click the Continue button to proceed. This is an informational-only message. As a reminder, service agent responsibility in regards to product field actions is outlined within the Service Policies and Procedures Manual Article 6.1.2: In summary,...
Mail Out Review Trends - 04/17/2017
From a sales incentive perspective, the Mail Out Review process has been around for several years. From the service end of things, it is a newer process. The March edition of the Warranty News presented details on this review system for the service department. Dealers...
Paint Warranty Transactions - 06/19/2017
... repair facility. As a reminder, sublet repairs must not be shown on the warranty transaction as a service agent performed repair. If a repair is performed by the service agents’ body shop, the warranty transaction must reflect labor and parts;...
Consumable Parts - 11/21/2017
Service Agents are to purchase all essential special service tools required to service all models currently covered by the GM New Vehicle Limited Warranty. Some of these tools come with what are called “consumable repair parts” that are intended ...
Electronic Exchange Program - 10/24/2017
Electronic Service Centers provide exchange service for certain components. Examples include radios, instrument clusters, and OnStar modules. When a technician determines that an electronic exchange component will need replacement, they obtain the part...
Certified Elite - 01/22/2018
... year. Program criteria and thresholds have been updated to align with the new Parts and Service Excellence (PASE) Program. GM continually monitors and adjusts the thresholds for Elite status so that dealer attainment continues to require an above...
Filing and Supporting Documentation - 01/22/2018
... supporting documentation must be included in the file. The file must 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...
PDI's, Fluid Adds, and DEF Fluid - 09/22/2020
The performance of the Pre-Delivery Inspection (PDI) 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...
Anatomy of a Reject - 08/25/2020
... is true for a rejected transaction. Every reject cannot simply be corrected by submitting with Service Agent Self-Authorization or GM Authorization. Each reject must be analyzed in a step by step manner (much like a technician would follow a diagnostic...
Policy, Goodwill, Customer Enthusiasm, and Warranty - 04/29/2020
... of a defect in materials or workmanship. Goodwill Transaction: When a situation arises where service management would like to offer the customer a token of apology or a maintenance service due to an inconvenience. Policy Transaction: When a vehicle is...
When the Tow Bill Exceeds the Limit - 01/03/2020
... to the job card and tow charges must be reasonable and customary for the dealership’s service area and the distance towed. It will help considerably if the Roadside Assistance Program is explained to your customer the first time they bring their...
Self-Authorization - 10/23/2019
Certain repairs require authorization by designated Service Agent management or GM personnel. When authorization is necessary, it is the responsibility of service management to determine the specific authorization needed, ensure the reason for authorization...
WPC Parts Return Program - 12/19/2018
... essential process that leads to better vehicle 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...
Signatures - 10/23/2018
... 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 the job card. Service management approval is required. By obtaining...
Labor Rate Enrollment - 10/23/2018
The annual labor rate enrollment period is this month. Service agents that are currently enrolled in the Option A warranty labor rate agreement have the opportunity to enroll in the Option C labor rate program during the annual November enrollment period,...
Policy, Goodwill, Customer Enthusiasm, & Warranty - 04/22/2019
... of a defect in materials or workmanship. Goodwill Transaction: When a situation arises where service management would like to offer the customer a token of apology or a maintenance service due to an inconvenience. Policy Transaction: When a vehicle is...
Key Fob Warranty - 06/27/2023
... Signal Detection Screen as confirmation that the VIN of the transmitter key fob is the same as the service vehicle listed on the job card. This includes ZPTI and ZPTC part warranties. The EL-52545 TPMS and RF tool must be used to verify that the VIN...
Key Fob Warranty - 06/27/2023
... Signal Detection Screen as confirmation that the VIN of the transmitter key fob is the same as the service vehicle listed on the job card. This includes ZPTI and ZPTC part warranties. The EL-52545 TPMS and RF tool must be used to verify that the VIN...
Policy, Goodwill, Customer Enthusiasm, and Warranty - 04/25/2023
... cushion, stone chip in paint, or tire damage) Goodwill Transaction: When a situation arises where service management would like to offer the customer a token of apology or a maintenance service due to an inconvenience. (Not the same as a Policy Decision). Special...
Sublet Repairs - 02/26/2024
... and/or the distance towed. Tow charges must be reasonable and customary for the dealership’s service area and the distance towed. Charges are not to be based on dealership’s labor rates. When claiming a tow expense that is excessive, provide...
Roadside Assistance Program - 02/27/2024
... 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 24 hours/7 days a week, via toll-free 800 phone assistance lines, the myBrand...
Assembly Repair/Replacement - 03/28/2022
... updated to provide further clarity to assembly replacement requirements. Dealers must use service parts/kits released through GM CCA for component/assembly repairs. The following policies apply: Dealers not possessing the necessary essential special...
Other Labor Hours - 08/22/2022
... electronic or using the peel and stick cards. It is no longer a requirement that technicians get service management approval prior to clocking time for OLH. Some Dealer Management Systems (DMS) are still set up so that technicians must have service managers...
Straight Time Reminder - 02/28/2023
... all steps taken to support the repair they made and must have a clock time to support the repair. Service management is responsible for the reasonableness of the time being requested. Straight time more than 2 hours must be authorized by service management...
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...
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...
Goodwill Tools - 09/26/2022
... 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 something for them to turn the situation into a positive experience...
8-Point Bulletin Review - 08/30/2021
The Required Operating Procedures – 8 Points Bulletin provides requirements for dealership service operations. Each point is taken from the Service Policies & Procedures Manual. The bulletin may be used to perform an in-house audit review...
Goodwill Tools - 07/27/2021
... 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 something for them to turn the situation into a positive experience...
Takata Airbag Recall - 06/29/2021
... Kit (Single Stage - HD pickup trucks) is in very limited supply and will be replaced by a new service part in the very near future. Once the new part is released, part # 84255088 will be obsolete and unusable for this field action. These parts cannot...
Labor Time Allowance - 12/29/2020
... into effect on January 1, 2021. Ten labor codes will show time decreases due to streamlined service procedures that were published over the last year. 34 labor operations will show a time increase based on revised or restudied service procedures....
3 C's - 01/04/2023
... the repair. It all begins with the Concern as provided by the customer and documented by the service advisor. The service advisor is responsible for confirming and documenting each customer concern on the job card. Educate the advisors on asking fact...
Dealer Empowerment - 02/26/2024
GM provides service management a certain level of authority and responsibility for decision making regarding the administration of warranty. Empowered dealers have the ability to make decisions at their level, which is closest to the circumstances, the...
Straight Time Reminder - 02/26/2024
... and must have an individual and labeled (e.g. “ST”) clock time to support the repair. Service management is responsible for the reasonableness of the time being requested. Straight time more than 2 hours must be authorized by service management...
Straight Time and Other Labor Hours - 06/26/2023
... is required to document the steps taken and must also have a clock time to support the repair. Service management is responsible for the reasonableness of the request. More than 2 hours of ST must be authorized by service management with a signature,...
What is Your Reject Percentage? - 08/21/2018
... Reject Percentage” on the Warranty Community. The poll was associated with the Maintenance Service Rejects article that was published with the August edition of the newsletter. To date, the majority of respondents have a reject percentage of 6-10%,...
Analysis Report - Shuttle - 11/29/2018
... alternative. This method of transportation should be considered with any scheduled warranty service appointment or when any eligible vehicle is brought in for a warranty repair. Is your store taking advantage of this transportation alternative?...
Goodwill Tools to Increase Customer Satisfaction - 08/25/2020
... are also due for an oil change and tire rotation. Use this labor operation for their maintenance service with the hope that the offering will make up for the inconvenience. The maximum reimbursement with this labor operation is $100. The transaction...
Replacement Parts Warranty - 03/26/2018
Effective April 1, 2018 - All dealer installed GM service replacement parts are covered for 24 months/unlimited miles (whichever occurs first) from the date of installation and includes both parts and labor. Subsequent replacements under this warranty...
Hybrid Batteries - 10/24/2017
... specific electronic products that are available for exchange through a GM authorized Electronic Service Center (ESC), it may not be common knowledge that the exchange process applies to certain batteries that are available through a Battery Service Center...
... of a defect in materials or workmanship. Goodwill Transaction: When a situation arises where service management would like to offer the customer a token of apology or a maintenance service due to an inconvenience. Policy Transaction: When a vehicle is...
Key Fob Warranty - 06/27/2023
... Signal Detection Screen as confirmation that the VIN of the transmitter key fob is the same as the service vehicle listed on the job card. This includes ZPTI and ZPTC part warranties. The EL-52545 TPMS and RF tool must be used to verify that the VIN...
Key Fob Warranty - 06/27/2023
... Signal Detection Screen as confirmation that the VIN of the transmitter key fob is the same as the service vehicle listed on the job card. This includes ZPTI and ZPTC part warranties. The EL-52545 TPMS and RF tool must be used to verify that the VIN...
Policy, Goodwill, Customer Enthusiasm, and Warranty - 04/25/2023
... cushion, stone chip in paint, or tire damage) Goodwill Transaction: When a situation arises where service management would like to offer the customer a token of apology or a maintenance service due to an inconvenience. (Not the same as a Policy Decision). Special...
Sublet Repairs - 02/26/2024
... and/or the distance towed. Tow charges must be reasonable and customary for the dealership’s service area and the distance towed. Charges are not to be based on dealership’s labor rates. When claiming a tow expense that is excessive, provide...
Roadside Assistance Program - 02/27/2024
... 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 24 hours/7 days a week, via toll-free 800 phone assistance lines, the myBrand...
Assembly Repair/Replacement - 03/28/2022
... updated to provide further clarity to assembly replacement requirements. Dealers must use service parts/kits released through GM CCA for component/assembly repairs. The following policies apply: Dealers not possessing the necessary essential special...
Other Labor Hours - 08/22/2022
... electronic or using the peel and stick cards. It is no longer a requirement that technicians get service management approval prior to clocking time for OLH. Some Dealer Management Systems (DMS) are still set up so that technicians must have service managers...
Straight Time Reminder - 02/28/2023
... all steps taken to support the repair they made and must have a clock time to support the repair. Service management is responsible for the reasonableness of the time being requested. Straight time more than 2 hours must be authorized by service management...
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...
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...
Goodwill Tools - 09/26/2022
... 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 something for them to turn the situation into a positive experience...
8-Point Bulletin Review - 08/30/2021
The Required Operating Procedures – 8 Points Bulletin provides requirements for dealership service operations. Each point is taken from the Service Policies & Procedures Manual. The bulletin may be used to perform an in-house audit review...
Goodwill Tools - 07/27/2021
... 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 something for them to turn the situation into a positive experience...
Takata Airbag Recall - 06/29/2021
... Kit (Single Stage - HD pickup trucks) is in very limited supply and will be replaced by a new service part in the very near future. Once the new part is released, part # 84255088 will be obsolete and unusable for this field action. These parts cannot...
Labor Time Allowance - 12/29/2020
... into effect on January 1, 2021. Ten labor codes will show time decreases due to streamlined service procedures that were published over the last year. 34 labor operations will show a time increase based on revised or restudied service procedures....
3 C's - 01/04/2023
... the repair. It all begins with the Concern as provided by the customer and documented by the service advisor. The service advisor is responsible for confirming and documenting each customer concern on the job card. Educate the advisors on asking fact...
Dealer Empowerment - 02/26/2024
GM provides service management a certain level of authority and responsibility for decision making regarding the administration of warranty. Empowered dealers have the ability to make decisions at their level, which is closest to the circumstances, the...
Straight Time Reminder - 02/26/2024
... and must have an individual and labeled (e.g. “ST”) clock time to support the repair. Service management is responsible for the reasonableness of the time being requested. Straight time more than 2 hours must be authorized by service management...
Straight Time and Other Labor Hours - 06/26/2023
... is required to document the steps taken and must also have a clock time to support the repair. Service management is responsible for the reasonableness of the request. More than 2 hours of ST must be authorized by service management with a signature,...
What is Your Reject Percentage? - 08/21/2018
... Reject Percentage” on the Warranty Community. The poll was associated with the Maintenance Service Rejects article that was published with the August edition of the newsletter. To date, the majority of respondents have a reject percentage of 6-10%,...
Analysis Report - Shuttle - 11/29/2018
... alternative. This method of transportation should be considered with any scheduled warranty service appointment or when any eligible vehicle is brought in for a warranty repair. Is your store taking advantage of this transportation alternative?...
Goodwill Tools to Increase Customer Satisfaction - 08/25/2020
... are also due for an oil change and tire rotation. Use this labor operation for their maintenance service with the hope that the offering will make up for the inconvenience. The maximum reimbursement with this labor operation is $100. The transaction...
Replacement Parts Warranty - 03/26/2018
Effective April 1, 2018 - All dealer installed GM service replacement parts are covered for 24 months/unlimited miles (whichever occurs first) from the date of installation and includes both parts and labor. Subsequent replacements under this warranty...
Hybrid Batteries - 10/24/2017
... specific electronic products that are available for exchange through a GM authorized Electronic Service Center (ESC), it may not be common knowledge that the exchange process applies to certain batteries that are available through a Battery Service Center...
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...
Warranty Repairs on Vehicles Sold in Canada - 05/22/2017
... vehicles but most of the same guidelines apply for vehicles sold and registered in Mexico. The Service P&P, article 1.2, includes Mexican vehicle warranty repair guidelines and should be referred to when servicing a Mexican sold and registered vehicle...
Reject of the Month - 07/28/2016
... document. The Warranty Documents provide contact information for the IBP as well as Limited Lifetime Warranty details for the component. Warranty replacement and repairs are not to be processed through GWM for these accessories. ...
August 2013 Recall Update - 07/30/2013
... Door Switch Short Circuit: The recall bulletin has been updated to include an inspection and service procedure overview in the service procedure and to include note statements to the service procedure. The note advises technicians to ensure that the...
Researching and Finding Answers on Global - 04/13/2012
... feasible? To find the answers, log on to SI, enter the vehicle year, make, and model. Select the service manual link (rather than the LTG link).Service Manual/Bulletins - Acadia, Enclave, OUTLOOK, Traverse (VIN R/V) Service ManualAt the Service Category...
Scheduled Maintenance Programs - 04/03/2014
... Programs consist of oil changes, tire rotations and Multi-Point Vehicle Inspections (up to 4 service events). The quick reference sheet provides specific information about the time period, covered services, labour operation codes, reimbursement...
September 2014 Recall Update - 09/09/2014
... performed and are still within 12 years from the date the vehicle was originally placed into service. The special coverage addresses the replacement of tailgate support cables on 2002-2003 model year Chevrolet S10 and GMC Sonoma vehicles for a period...
Engine and Transmission Identification - 10/23/2015
... the information to find engine and automatic transmission/transaxle identification for OEM built service engines, manufactured for GM service engines, and re-manufactured for GM service engines. The engine bar code tag is located in one of several places;...
OLH and Straight Time - 10/02/2015
... on the physical job card does not meet timekeeping requirements.The technician must contact service management for approval prior to performing OLH.Service management approval includes: signature/initials, date of approval, time of approval, and an explanation...
The Live Chat Link - 12/01/2015
... Categories including; Applications, Center of Learning, Certified Pre-Owned, Forms, Pre-Sales and Service. Currently within the Service Category: When are daily Global Warranty Transaction Summary Reports available? How does a dealer search the...
New PQC Web Forms - 12/01/2015
Service agents that are currently required to contact the PQC prior to repair have the ability to use the PQC@gm.com email address to send the completed web forms. The forms are in GlobalConnect under Service Forms. The PQC will advise within 2 hours ...
Everyday Value and the $5 Reimbursement - 11/17/2011
... if they do so, they will not be able to re-enroll until the 2013 program is available.One of the services in this program is the Everyday Value oil change, tire rotation and 27-point inspection, sold for $39.95 or less. Research has shown that the number...
Valid GMIN Requirement - Now in Effect - 07/02/2010
On July 8, 2010, GM began editing transactions based on the validity of the service advisor's GMIN. Transactions submitted with a GMIN not found in GM Training will be rejected. The GMIN entered for the Global transaction must be the...
Coupons & Certificates - 11/18/2010
Getting paid for special programs - The use of coupons and certificates of every kind has become common in every service department across the country. Keep the details straight on these changing offers. Below are a few tips that may help your dealership...
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...
Safety Recall 10243A - 09/16/2010
Second Row Safety Belt Interference - Revised Service Procedure: Bulletin has been updated to include a revision to the service procedure. Certain 2009-2010 Buick Enclave, Chevrolet Traverse, and GMC Acadia vehicles may have a condition in which the second...
Pre-Delivery Inspection - 08/10/2010
... dealer/BAC code, stock number, repair order number, the date, and the signatures of both the service manager and the technician. The form must be attached to the job card and filed in the vehicle history file. A sales delivery form is included with...
Warranty Performance Analysis - 08/10/2010
... 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 the items discussed...
Safety Recall 09199A - 08/10/2010
Loss of Power Brake Assist in Extreme Cold Weather - Revised Service Procedure: The service procedure for recall 09199 has been revised to include a statement to ensure the air intake connector is properly aligned with the throttle body to prevent a whistling...
Dexos Website - 04/12/2011
... The website gives an overview of Dexos and Dexos2 and their, uses, features, and specifications. Service and parts departments may find the information published on the site to be useful in both service and after sales situations. The website: www.gmdexos.com....
Cadillac Maintenance Labour Operation Z2262 - 04/12/2011
With summer just around the corner, the number of service programs and coupons that dealers handle will accelerate. Keeping up to date on how these claims are submitted can seem daunting but is extremely important for every service department's bottom...
Subsequent Recall Part Failures - 03/10/2011
If a part previously installed for a product field action fails, the service agent must determine if warranty coverage applies and submit either a new vehicle warranty transaction or parts replacement warranty transaction after the repair has been completed....
The Rookie's Corner - 10/14/2011
... primary tools that the warranty rookie should use to ensure that a claim is properly administered.Service Information - Service Information, or "SI", is GM's portal for all things repair related. Use SI to locate labour operations, labour time, and bulletins....
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....
You're Being Watched! - 06/08/2011
... to send a repeat repair rejected transaction back to GM for reimbursement can only be made by service management. The previous transaction must be thoroughly researched to determine if that repair corrected the customer's concern at the time. If it becomes...
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...
Warranty Repairs on Vehicles Sold in Canada - 05/22/2017
... vehicles but most of the same guidelines apply for vehicles sold and registered in Mexico. The Service P&P, article 1.2, includes Mexican vehicle warranty repair guidelines and should be referred to when servicing a Mexican sold and registered vehicle...
Reject of the Month - 07/28/2016
... document. The Warranty Documents provide contact information for the IBP as well as Limited Lifetime Warranty details for the component. Warranty replacement and repairs are not to be processed through GWM for these accessories. ...
August 2013 Recall Update - 07/30/2013
... Door Switch Short Circuit: The recall bulletin has been updated to include an inspection and service procedure overview in the service procedure and to include note statements to the service procedure. The note advises technicians to ensure that the...
Researching and Finding Answers on Global - 04/13/2012
... feasible? To find the answers, log on to SI, enter the vehicle year, make, and model. Select the service manual link (rather than the LTG link).Service Manual/Bulletins - Acadia, Enclave, OUTLOOK, Traverse (VIN R/V) Service ManualAt the Service Category...
Scheduled Maintenance Programs - 04/03/2014
... Programs consist of oil changes, tire rotations and Multi-Point Vehicle Inspections (up to 4 service events). The quick reference sheet provides specific information about the time period, covered services, labour operation codes, reimbursement...
September 2014 Recall Update - 09/09/2014
... performed and are still within 12 years from the date the vehicle was originally placed into service. The special coverage addresses the replacement of tailgate support cables on 2002-2003 model year Chevrolet S10 and GMC Sonoma vehicles for a period...
Engine and Transmission Identification - 10/23/2015
... the information to find engine and automatic transmission/transaxle identification for OEM built service engines, manufactured for GM service engines, and re-manufactured for GM service engines. The engine bar code tag is located in one of several places;...
OLH and Straight Time - 10/02/2015
... on the physical job card does not meet timekeeping requirements.The technician must contact service management for approval prior to performing OLH.Service management approval includes: signature/initials, date of approval, time of approval, and an explanation...
The Live Chat Link - 12/01/2015
... Categories including; Applications, Center of Learning, Certified Pre-Owned, Forms, Pre-Sales and Service. Currently within the Service Category: When are daily Global Warranty Transaction Summary Reports available? How does a dealer search the...
New PQC Web Forms - 12/01/2015
Service agents that are currently required to contact the PQC prior to repair have the ability to use the PQC@gm.com email address to send the completed web forms. The forms are in GlobalConnect under Service Forms. The PQC will advise within 2 hours ...
Everyday Value and the $5 Reimbursement - 11/17/2011
... if they do so, they will not be able to re-enroll until the 2013 program is available.One of the services in this program is the Everyday Value oil change, tire rotation and 27-point inspection, sold for $39.95 or less. Research has shown that the number...
Valid GMIN Requirement - Now in Effect - 07/02/2010
On July 8, 2010, GM began editing transactions based on the validity of the service advisor's GMIN. Transactions submitted with a GMIN not found in GM Training will be rejected. The GMIN entered for the Global transaction must be the...
Coupons & Certificates - 11/18/2010
Getting paid for special programs - The use of coupons and certificates of every kind has become common in every service department across the country. Keep the details straight on these changing offers. Below are a few tips that may help your dealership...
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...
Safety Recall 10243A - 09/16/2010
Second Row Safety Belt Interference - Revised Service Procedure: Bulletin has been updated to include a revision to the service procedure. Certain 2009-2010 Buick Enclave, Chevrolet Traverse, and GMC Acadia vehicles may have a condition in which the second...
Pre-Delivery Inspection - 08/10/2010
... dealer/BAC code, stock number, repair order number, the date, and the signatures of both the service manager and the technician. The form must be attached to the job card and filed in the vehicle history file. A sales delivery form is included with...
Warranty Performance Analysis - 08/10/2010
... 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 the items discussed...
Safety Recall 09199A - 08/10/2010
Loss of Power Brake Assist in Extreme Cold Weather - Revised Service Procedure: The service procedure for recall 09199 has been revised to include a statement to ensure the air intake connector is properly aligned with the throttle body to prevent a whistling...
Dexos Website - 04/12/2011
... The website gives an overview of Dexos and Dexos2 and their, uses, features, and specifications. Service and parts departments may find the information published on the site to be useful in both service and after sales situations. The website: www.gmdexos.com....
Cadillac Maintenance Labour Operation Z2262 - 04/12/2011
With summer just around the corner, the number of service programs and coupons that dealers handle will accelerate. Keeping up to date on how these claims are submitted can seem daunting but is extremely important for every service department's bottom...
Subsequent Recall Part Failures - 03/10/2011
If a part previously installed for a product field action fails, the service agent must determine if warranty coverage applies and submit either a new vehicle warranty transaction or parts replacement warranty transaction after the repair has been completed....
The Rookie's Corner - 10/14/2011
... primary tools that the warranty rookie should use to ensure that a claim is properly administered.Service Information - Service Information, or "SI", is GM's portal for all things repair related. Use SI to locate labour operations, labour time, and bulletins....
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....
You're Being Watched! - 06/08/2011
... to send a repeat repair rejected transaction back to GM for reimbursement can only be made by service management. The previous transaction must be thoroughly researched to determine if that repair corrected the customer's concern at the time. If it becomes...
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...
2016 Scheduled Maintenance Reminder - 09/02/2015
... Programs remain in effect for most 2016 Chevrolet, Buick and GMC vehicles, the number of service events has been reduced to a maximum of two within the term. Previous model year vehicles (2014, 2015) received a maximum of four service events. ...
Brake Lathe Calibration - 04/28/2015
... was updated in late March. The bulletin was significantly revised to remove outdated policies and service procedures. As a reminder, calibration of the brake lathe should be performed and recorded monthly, or whenever post-service brake rotor LRO measurements...
April 2015 Recall Update - 03/26/2015
... transmission and the following vehicles equipped with a 4-speed automatic transmission and serviced with a suspect replacement shift cable - 2005-2007 Saturn Aura, and 2005-2008 Pontiac G6.Special Coverage Adjustment 14264A: Evaporative Emission Canister...
Consultant Dashboard and IVH - 03/26/2015
... history, checking for recalls, verifying warranty coverage, and other important items, is that service advisors use the Consultant Dashboard link to access this information. In addition to reviewing the information mentioned above, the multipoint vehicle...
Option C - 11/25/2014
... of the current year. The current CPI adjustment rate is at 1.53%, however, GM will provide a guaranteed 2.5% increase for 2015. ...
SKF Seal Safety Recall - 11/25/2014
... 1999-2010 model years. While the recalled seals were never used by GM in production or in service, they may have been installed on vehicles that were serviced by independent repair facilities or from aftermarket sources. Refer to Global Message G_00...
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...
January 2015 Recall Update - 12/19/2014
... registered in Alaska. The bulletin also contains an update to the Condition statement and to the Service Procedure.Safety Recall 13146: Low Beam Headlamps Inoperative: Approximately 103,000 Chevrolet Corvette vehicles may have a condition that causes...
Paint Warranty Claims - 01/28/2014
... depending on how much of the panel required blending. The added warranty repair line requires service management approval, including the date and time approved and an explanation as to why the repair was necessary. The added line may also require approval...
Cadillac Free Vehicle Detail - 07/01/2014
... dealer. The letter instructs owners to contact their participating dealer to schedule the free service. A labour operation will be established to reimburse Cadillac dealers $250.00 for providing the service. Additional details will be issued. Dealers...
Bulletin 12-07-30-001 - 06/06/2014
Bulletin 12-07-30-001 Info for Service Agents Not Required to Contact the PQC for Engine, Transmission and/or Transfer Case Replacement Authorization: Service agents are required to retain the completed Cost Comparison Worksheet for Assembly Repair vs....
June 2012 Recall Update - 06/06/2012
... Hose Fitting Corrosion-Replace Front Brake Hoses: The recall bulletin has been updated to remind service agents to refer to the GM Service Policies and Procedures Manual, section 6.1.2 for guidelines on handling vehicles that are not involved in the...
Brake Rotor Measurements - 02/07/2012
GM requires documentation of the pre and post cut thickness measurements of brake rotors. Every serviced rotor, refinished or new, must leave the dealership with thickness above the minimum allowed specification. Every rotor must also be below the maximum...
Revised - $5 Dexos Credit - 01/19/2012
... 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 Maintenance and those services...
Experience Buick - 10/08/2012
The new Experience Buick Lease includes two years of all-inclusive premium services that includes vehicle maintenance, OnStar, and SiriusXM Satellite Radio. The vehicle maintenance service includes a SmartCare plan that covers scheduled maintenance for...
Parts Sold Over-The-Counter - 07/02/2012
... case. So how do you really know if it's defective?Well, for the most part you don't. That is why service management must be involved in the transaction. Service managers must approve both dealership installed and over-the-counter part warranties and...
Oil Consumption - 01/24/2013
... a repair procedure for concerns with engine oil consumption with higher mileage vehicles and a service engine soon light and/or rough running engine. While some consumption is considered normal, if the vehicle is using more than one quart of oil per...
The Way it Used to Be - 12/18/2012
... for that purpose. The reimbursement represents the difference between the part cost and what the service agent paid for the part, or the freight charges for having the part express shipped. For both situations, reimbursement cannot exceed $100. Vehicles...
Cruise Control - 09/04/2013
... Programming the BCM is not separately reimbursable as a warranty claim. A note contained with Service Procedure step 11 states: the installation of this accessory cruise control kit requires BCM and IPC programming and configuring. This is done with...
Cruise Control - 09/04/2013
... Programming the BCM is not separately reimbursable as a warranty claim. A note contained with Service Procedure step 11 states: the installation of this accessory cruise control kit requires BCM and IPC programming and configuring. This is done with...
Tri-Fold Tonneau Cover - 11/18/2013
... tonneau cover replacement is used to perform a repair on 2014 Silverado and Sierra LD vehicles. Service components are available for tonneau cover repairs. These components make the most cost effective repairs in these cases. Global Message G_0000178220...
PQC Contact Requirements - 02/26/2013
Effective with claims submitted after February 4, 2013, many service agents will not be required to contact the PQC to repair or replace an engine, transmission and/or transfer case. There are a few exceptions to this policy. All service agents must still...
February 2013 Recall Update - 02/26/2013
... Also involved are certain 2005-2008 Pontiac G6 vehicles equipped with a 4-speed transmission and serviced with a suspect replacement shift cable. The service procedure has been revised to include an inspection to determine if the clam shell has been...
A Goodwill Tool - 02/26/2013
GM Dealer Aftersales Empowerment is the latest title for the program that was developed to provide service 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...
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...
2016 Scheduled Maintenance Reminder - 09/02/2015
... Programs remain in effect for most 2016 Chevrolet, Buick and GMC vehicles, the number of service events has been reduced to a maximum of two within the term. Previous model year vehicles (2014, 2015) received a maximum of four service events. ...
Brake Lathe Calibration - 04/28/2015
... was updated in late March. The bulletin was significantly revised to remove outdated policies and service procedures. As a reminder, calibration of the brake lathe should be performed and recorded monthly, or whenever post-service brake rotor LRO measurements...
April 2015 Recall Update - 03/26/2015
... transmission and the following vehicles equipped with a 4-speed automatic transmission and serviced with a suspect replacement shift cable - 2005-2007 Saturn Aura, and 2005-2008 Pontiac G6.Special Coverage Adjustment 14264A: Evaporative Emission Canister...
Consultant Dashboard and IVH - 03/26/2015
... history, checking for recalls, verifying warranty coverage, and other important items, is that service advisors use the Consultant Dashboard link to access this information. In addition to reviewing the information mentioned above, the multipoint vehicle...
Option C - 11/25/2014
... of the current year. The current CPI adjustment rate is at 1.53%, however, GM will provide a guaranteed 2.5% increase for 2015. ...
SKF Seal Safety Recall - 11/25/2014
... 1999-2010 model years. While the recalled seals were never used by GM in production or in service, they may have been installed on vehicles that were serviced by independent repair facilities or from aftermarket sources. Refer to Global Message G_00...
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...
January 2015 Recall Update - 12/19/2014
... registered in Alaska. The bulletin also contains an update to the Condition statement and to the Service Procedure.Safety Recall 13146: Low Beam Headlamps Inoperative: Approximately 103,000 Chevrolet Corvette vehicles may have a condition that causes...
Paint Warranty Claims - 01/28/2014
... depending on how much of the panel required blending. The added warranty repair line requires service management approval, including the date and time approved and an explanation as to why the repair was necessary. The added line may also require approval...
Cadillac Free Vehicle Detail - 07/01/2014
... dealer. The letter instructs owners to contact their participating dealer to schedule the free service. A labour operation will be established to reimburse Cadillac dealers $250.00 for providing the service. Additional details will be issued. Dealers...
Bulletin 12-07-30-001 - 06/06/2014
Bulletin 12-07-30-001 Info for Service Agents Not Required to Contact the PQC for Engine, Transmission and/or Transfer Case Replacement Authorization: Service agents are required to retain the completed Cost Comparison Worksheet for Assembly Repair vs....
June 2012 Recall Update - 06/06/2012
... Hose Fitting Corrosion-Replace Front Brake Hoses: The recall bulletin has been updated to remind service agents to refer to the GM Service Policies and Procedures Manual, section 6.1.2 for guidelines on handling vehicles that are not involved in the...
Brake Rotor Measurements - 02/07/2012
GM requires documentation of the pre and post cut thickness measurements of brake rotors. Every serviced rotor, refinished or new, must leave the dealership with thickness above the minimum allowed specification. Every rotor must also be below the maximum...
Revised - $5 Dexos Credit - 01/19/2012
... 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 Maintenance and those services...
Experience Buick - 10/08/2012
The new Experience Buick Lease includes two years of all-inclusive premium services that includes vehicle maintenance, OnStar, and SiriusXM Satellite Radio. The vehicle maintenance service includes a SmartCare plan that covers scheduled maintenance for...
Parts Sold Over-The-Counter - 07/02/2012
... case. So how do you really know if it's defective?Well, for the most part you don't. That is why service management must be involved in the transaction. Service managers must approve both dealership installed and over-the-counter part warranties and...
Oil Consumption - 01/24/2013
... a repair procedure for concerns with engine oil consumption with higher mileage vehicles and a service engine soon light and/or rough running engine. While some consumption is considered normal, if the vehicle is using more than one quart of oil per...
The Way it Used to Be - 12/18/2012
... for that purpose. The reimbursement represents the difference between the part cost and what the service agent paid for the part, or the freight charges for having the part express shipped. For both situations, reimbursement cannot exceed $100. Vehicles...
Cruise Control - 09/04/2013
... Programming the BCM is not separately reimbursable as a warranty claim. A note contained with Service Procedure step 11 states: the installation of this accessory cruise control kit requires BCM and IPC programming and configuring. This is done with...
Cruise Control - 09/04/2013
... Programming the BCM is not separately reimbursable as a warranty claim. A note contained with Service Procedure step 11 states: the installation of this accessory cruise control kit requires BCM and IPC programming and configuring. This is done with...
Tri-Fold Tonneau Cover - 11/18/2013
... tonneau cover replacement is used to perform a repair on 2014 Silverado and Sierra LD vehicles. Service components are available for tonneau cover repairs. These components make the most cost effective repairs in these cases. Global Message G_0000178220...
PQC Contact Requirements - 02/26/2013
Effective with claims submitted after February 4, 2013, many service agents will not be required to contact the PQC to repair or replace an engine, transmission and/or transfer case. There are a few exceptions to this policy. All service agents must still...
February 2013 Recall Update - 02/26/2013
... Also involved are certain 2005-2008 Pontiac G6 vehicles equipped with a 4-speed transmission and serviced with a suspect replacement shift cable. The service procedure has been revised to include an inspection to determine if the clam shell has been...
A Goodwill Tool - 02/26/2013
GM Dealer Aftersales Empowerment is the latest title for the program that was developed to provide service 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...
Recall Completion - 07/28/2016
Every vehicle that enters your dealership's service department for a service repair must be checked for open field actions. This is easily accomplished by performing an IVH in Consultant Dashboard. A recall is one of several field action types that General...
August 2016 Recall Update - 07/28/2016
... 15822B: Seatbelt Lap Anchor Tensioner Cable: The recall has been updated to include a revised service procedure, part information, and warranty transaction information sections. A customer letter has also been added. The recall affects certain 2014-2015...
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...
GM Employee Discount Program Extended - 02/17/2017
The Certified Service GM Employee Discount Program has been extended for the 2017 calendar 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...
Policy Repair Guidelines - 01/23/2017
Last year the parameters for service management empowerment regarding policy repairs changed to 6 years/150,000 miles, whichever occurs first. Policy repairs greater than this age or mileage require DMA pre-approval using the Dealer Empowerment Portal...
SAASR Page Two - Trend - 07/25/2017
... Labor PVS, OLH PVS, Supplemental PVS, Parts CPVS, Net Item CPVS, and Cases PVS (PVS=per vehicle serviced, CPVS=cost per vehicle serviced). The report displays statistics as either the CPVS, PVS, or as an O/U% (over/under). For example: a dealership’s...
Complimentary Scheduled Maintenance - 09/27/2017
... Complimentary Scheduled Maintenance Programs. Keep the following in mind when performing these services: The oil life percentage must be recorded on the job card at the time of each service. A completed copy of the MPVI form must be attached to the...
Policy Changes - 07/25/2017
... changes should go a long way in easing the administrative burden that has been taking a toll on service management and technicians for several months. Other Labor Hours: The first policy change affects Other Labor Hour authorization. Service management...
December 2017 Recall Update - 11/21/2017
Safety Recall 15240D: Power Lift Gate Prop Rod Recovery: The recall has been updated to provide a revision to the service procedure and warranty information sections. Technicians are required to document the SPS Warranty Claim Code on the job card. The...
Authorization to Perform Repairs - 04/23/2018
... to Repair” with the customer signature line. If the customer is not available to sign, service management must sign the job card. Additionally, service management must document the date and time they signed with an explanation as to why the customer...
Bulletin 18-NA-146 - 05/22/2018
... and repair overlap should be taken into consideration with time reduced accordingly. Additionally, service management approval requirements for authorization code E on the job card do not apply and the technician does not have to have a separate time...
Coolant and Recall 18138 - 06/25/2018
The price for Dex-Cool engine coolant has increased. When performing Service Update 18138 for a low coolant condition in 2017-2018 Chevrolet Silverado HD and GMC Sierra HD vehicles equipped with a 6.6L diesel engine, confirm that the accurate price is...
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...
Odometer - 12/21/2017
The number of miles or kilometers on the vehicle when it enters the service area for service must be recorded on the job card. This reading is used to determine if the vehicle is within the warranty mileage period.
Recall Completion - 02/20/2018
... inventory to ensure completion of open field actions, including Recalls (Safety, Noncompliance, Service Parts, and Emissions), Service Update Bulletin, Special Coverage, and Customer Satisfaction prior to vehicle delivery. The process should include...
Odometer Less Than Previously Reported - 02/20/2018
Service Agent Self-Authorization Code M is necessary on a transaction when the actual odometer reading on a vehicle is less than the previously submitted and paid transaction. Authorization must be applied by service management prior to transaction submission ...
Transportation Damage Notes - 03/26/2018
All vehicles designated for delivery to the Service Agent’s facility, regardless of vehicle condition, must be accepted. Any questions or concerns must be directed to the DBC only. It is highly recommended that digital photographs of damaged areas...
Starting Out as a New Warranty Administrator - 09/22/2020
... opportunities, from the best way to perform an extensive repair, to working with the rest of the service team, or simply the best way to tackle a typical workday. For many, there wasn’t any type of mentorship when taking on the role as warranty...
ELW and EFM - 10/27/2020
... of 72 months/70,000 miles. The Extended Factory Maintenance provides 2 years/4 maintenance services for 2019 and newer Chevrolet, Buick, and GMC vehicles, or 2 years/5 maintenance services for 2017-18 model year Chevrolet, Buick, and GMC vehicles.&n...
Add On Repair Approval Process Requirements - 12/29/2020
... amount of coolant they found on their driveway; it’s still an add on repair that requires service management approval. Service management approval includes their signature/initials, date, time, and an explanation that is perfectly clear as...
Corvette Maintenance - 08/25/2020
The new 2020 Corvette, equipped with the next-generation 6.2L small block V8 LT2 engine, only requires one service event. The new engine-mounted dry sump oil system has eliminated the requirement of changing the oil and filter at 500 miles. The maintenance...
STS Empowerment Thresholds - 07/30/2020
The Service Technical College has increased remote training opportunities in an effort to help the dealer continue to build technician skills during these unusual times. With the 2020 Service Training Standards (STS), dealers are able to achieve 90% of...
Owner Manual & NVLW - 06/23/2020
To view the Owner Manual and New Vehicle Limited Warranty by vehicle make/model/year in Service Information click the Limited Warranty and Owner Assistance Information link under the Owner Manual publication. Select the Warranty Information link from...
End of Year - 10/23/2019
... vehicles are debuting and dealers are planning the end of financial year data. To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule should be current (all transactions over 30 days should be...
Customer Signatures - 12/02/2019
... note or email provided by the customer prior to the initial job card write up documenting the service requests. The documentation must be attached to the job card. Signed pre-write up worksheet, as long it contains all following required information: --...
Every vehicle that enters your dealership's service department for a service repair must be checked for open field actions. This is easily accomplished by performing an IVH in Consultant Dashboard. A recall is one of several field action types that General...
August 2016 Recall Update - 07/28/2016
... 15822B: Seatbelt Lap Anchor Tensioner Cable: The recall has been updated to include a revised service procedure, part information, and warranty transaction information sections. A customer letter has also been added. The recall affects certain 2014-2015...
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...
GM Employee Discount Program Extended - 02/17/2017
The Certified Service GM Employee Discount Program has been extended for the 2017 calendar 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...
Policy Repair Guidelines - 01/23/2017
Last year the parameters for service management empowerment regarding policy repairs changed to 6 years/150,000 miles, whichever occurs first. Policy repairs greater than this age or mileage require DMA pre-approval using the Dealer Empowerment Portal...
SAASR Page Two - Trend - 07/25/2017
... Labor PVS, OLH PVS, Supplemental PVS, Parts CPVS, Net Item CPVS, and Cases PVS (PVS=per vehicle serviced, CPVS=cost per vehicle serviced). The report displays statistics as either the CPVS, PVS, or as an O/U% (over/under). For example: a dealership’s...
Complimentary Scheduled Maintenance - 09/27/2017
... Complimentary Scheduled Maintenance Programs. Keep the following in mind when performing these services: The oil life percentage must be recorded on the job card at the time of each service. A completed copy of the MPVI form must be attached to the...
Policy Changes - 07/25/2017
... changes should go a long way in easing the administrative burden that has been taking a toll on service management and technicians for several months. Other Labor Hours: The first policy change affects Other Labor Hour authorization. Service management...
December 2017 Recall Update - 11/21/2017
Safety Recall 15240D: Power Lift Gate Prop Rod Recovery: The recall has been updated to provide a revision to the service procedure and warranty information sections. Technicians are required to document the SPS Warranty Claim Code on the job card. The...
Authorization to Perform Repairs - 04/23/2018
... to Repair” with the customer signature line. If the customer is not available to sign, service management must sign the job card. Additionally, service management must document the date and time they signed with an explanation as to why the customer...
Bulletin 18-NA-146 - 05/22/2018
... and repair overlap should be taken into consideration with time reduced accordingly. Additionally, service management approval requirements for authorization code E on the job card do not apply and the technician does not have to have a separate time...
Coolant and Recall 18138 - 06/25/2018
The price for Dex-Cool engine coolant has increased. When performing Service Update 18138 for a low coolant condition in 2017-2018 Chevrolet Silverado HD and GMC Sierra HD vehicles equipped with a 6.6L diesel engine, confirm that the accurate price is...
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...
Odometer - 12/21/2017
The number of miles or kilometers on the vehicle when it enters the service area for service must be recorded on the job card. This reading is used to determine if the vehicle is within the warranty mileage period.
Recall Completion - 02/20/2018
... inventory to ensure completion of open field actions, including Recalls (Safety, Noncompliance, Service Parts, and Emissions), Service Update Bulletin, Special Coverage, and Customer Satisfaction prior to vehicle delivery. The process should include...
Odometer Less Than Previously Reported - 02/20/2018
Service Agent Self-Authorization Code M is necessary on a transaction when the actual odometer reading on a vehicle is less than the previously submitted and paid transaction. Authorization must be applied by service management prior to transaction submission ...
Transportation Damage Notes - 03/26/2018
All vehicles designated for delivery to the Service Agent’s facility, regardless of vehicle condition, must be accepted. Any questions or concerns must be directed to the DBC only. It is highly recommended that digital photographs of damaged areas...
Starting Out as a New Warranty Administrator - 09/22/2020
... opportunities, from the best way to perform an extensive repair, to working with the rest of the service team, or simply the best way to tackle a typical workday. For many, there wasn’t any type of mentorship when taking on the role as warranty...
ELW and EFM - 10/27/2020
... of 72 months/70,000 miles. The Extended Factory Maintenance provides 2 years/4 maintenance services for 2019 and newer Chevrolet, Buick, and GMC vehicles, or 2 years/5 maintenance services for 2017-18 model year Chevrolet, Buick, and GMC vehicles.&n...
Add On Repair Approval Process Requirements - 12/29/2020
... amount of coolant they found on their driveway; it’s still an add on repair that requires service management approval. Service management approval includes their signature/initials, date, time, and an explanation that is perfectly clear as...
Corvette Maintenance - 08/25/2020
The new 2020 Corvette, equipped with the next-generation 6.2L small block V8 LT2 engine, only requires one service event. The new engine-mounted dry sump oil system has eliminated the requirement of changing the oil and filter at 500 miles. The maintenance...
STS Empowerment Thresholds - 07/30/2020
The Service Technical College has increased remote training opportunities in an effort to help the dealer continue to build technician skills during these unusual times. With the 2020 Service Training Standards (STS), dealers are able to achieve 90% of...
Owner Manual & NVLW - 06/23/2020
To view the Owner Manual and New Vehicle Limited Warranty by vehicle make/model/year in Service Information click the Limited Warranty and Owner Assistance Information link under the Owner Manual publication. Select the Warranty Information link from...
End of Year - 10/23/2019
... vehicles are debuting and dealers are planning the end of financial year data. To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule should be current (all transactions over 30 days should be...
Customer Signatures - 12/02/2019
... note or email provided by the customer prior to the initial job card write up documenting the service requests. The documentation must be attached to the job card. Signed pre-write up worksheet, as long it contains all following required information: --...
Disclosure for Non-GM Parts & Accessories - 04/29/2020
... use of non-GM parts or accessories to a customer is a material breach of the GM Dealer Sales and Service Agreement. Additionally, dealers will NOT be reimbursed or compensated by GM in the event of any legal inquiry at either the local, state,...
Looking Up Labor Operations - 02/27/2020
... warranty administrator. Fast forward to 2020, labor operations are applied by technicians, service advisors, service managers, and warranty administrators. It was a long-time policy that technicians were not to be given access to the LTG, but that policy...
Canadian Vehicles - 11/29/2018
Service agents may perform warranty repairs and covered maintenance on non-touring GM vehicles that originated in Canada after certain requirements have been met. The odometer reading must be converted from km to mi and IVH must be updated to convert ...
CSMT App - 02/21/2019
... to create and submit their request for pre-authorization. The app may be used by any member of the service department team. Although recommended, it is not required by GM for the service manager to be involved in the request. The app may be downloaded...
Certified Elite - 01/21/2019
Global Message GCUS-9-7032 announced that the Certified Elite Service Dealer Program will be discontinued after the 2019 calendar year. The 2019 Certified Elite Service Dealers were announced in January 2019.
Paint Repairs - 09/25/2018
... as OLH and requires a separate time recording by the body shop technician as well as appropriate service management approval. There are times when it is necessary to blend paint onto the adjacent panel or panels to achieve an acceptable color...
Straight Time Authorization - 10/23/2018
Straight time labor operations require service management authorization prior to the first transaction submission. Because service management is responsible for the reasonableness of straight time requested, job card authorization would take place once...
Fastener Specs - 10/24/2018
Fastener specifications can be easily and quickly accessed after selecting the service manual feature in Service Information. The document provides the various Single Use Non-Threaded Fasteners, Single Use Threaded Fasteners, and Reusable Threaded Fasteners....
End of Year Claims Clean-Up - 10/24/2018
... vehicles are debuting and dealers are planning the end of financial year data. To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule should be current (all transactions over 30 days should be...
Why Technicians Leave - 03/27/2019
... for advancement, and desire for a more predictable workweek are some of the factors that service technicians state when deciding to leave the service department for jobs in other industries....
LTG - 06/26/2019
On June 1, several service procedures and labor times were modified as a result of revised service procedures. GM continues to analyze repairs to ensure the best quality and to maximize stall efficiency while providing an effective, efficient, and sa...
One Dealer's Audit - 09/24/2019
... 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. The customer must be contacted prior to work being performed for their permission to continue with the repair(s)....
Towing - 07/25/2023
... part that is sold over the counter. It is also not included under the GM Certified Service Limited Lifetime Parts Warranty program after 24 months when only the part is covered. Any tow invoice over $130 must be GM authorized (H-route). All US...
CAM-03 Form - 08/29/2023
... you will need to fill out the Field Action Status Change Form CAM-03 found in GlobalConnect in the Service Forms application. This form should only be filled out and sent if the customer states they absolutely do not want the recall performed, not if...
BIN - 09/26/2023
... Parts Warranty Information, provides an important note associated with job card documentation and service high voltage battery replacements. The replacement high voltage battery identification number (BIN) must be captured by the technician and recorded...
Job Card Systems - 09/25/2023
Job cards, also referred to as repair orders, are categorized in the Service Policies and Procedures Manual as three acceptable systems. Electronic job card systems electronically record, store, and internally route all required information without...
End of Year - 10/25/2023
... vehicles are debuting and dealers are planning the end of financial year data. To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule should be current (all transactions over 30 days should be...
Sublet Invoice - 05/23/2023
... the VIN, date of repair, and a description of repairs performed. For both sublet towing and Service Agent provided towing, sublet invoices and Service Agent records must show the reason for the tow, the vehicle license plate number, and/or VIN, and the...
Reject of the Month - May 2023 - 04/25/2023
... Wi-Fi to send the data collected during the scan to the cloud, which is then displayed on the service advisor’s PC in Service Workbench and in the SAVI dashboard. All vehicles that enter the service lane, and result in a warranty claim submission,...
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.
Vehicle Has Left the Premise - 04/25/2023
... and/or the vehicle leaves the premise, the job card must be closed and processed through the Service Agent Facility internal accounting procedures. Reference Service P&P Article 6.2.1...
BrightDrop - 03/23/2024
Effective March 1, 2024, BrightDrop Service and Parts Policies and Procedures documents have been integrated into both the Service P&P and Parts P&P documents. Language has been added clarifying that cross-line warranty repairs are only allowed...
Reject of the Month - January 2023 - 01/04/2023
Restricted Labor Operation - A dealership performed Service Update N222369401 Advanced Diagnostic Software (ADS) Improvements on a stock 2023 Chevrolet Bolt EUV. The technician noted that it was necessary to reprogram the Hybrid Powertrain Control Module...
Buick Buy Out - 01/24/2023
... want to invest in adding electric vehicle chargers and other tools necessary to sell and service electric vehicles as the brand transitions to all-electric by 2030. Acceptance of the buy out offer is voluntary, but all Buick dealers that remain must...
Engineering Information Bulletins - 01/24/2023
Engineering Information bulletins can be seen almost daily after logging into the Service Department in GlobalConnect. These bulletins, that will start with PIE, come from GM Engineering. They are looking for information to determine the root cause of...
... use of non-GM parts or accessories to a customer is a material breach of the GM Dealer Sales and Service Agreement. Additionally, dealers will NOT be reimbursed or compensated by GM in the event of any legal inquiry at either the local, state,...
Looking Up Labor Operations - 02/27/2020
... warranty administrator. Fast forward to 2020, labor operations are applied by technicians, service advisors, service managers, and warranty administrators. It was a long-time policy that technicians were not to be given access to the LTG, but that policy...
Canadian Vehicles - 11/29/2018
Service agents may perform warranty repairs and covered maintenance on non-touring GM vehicles that originated in Canada after certain requirements have been met. The odometer reading must be converted from km to mi and IVH must be updated to convert ...
CSMT App - 02/21/2019
... to create and submit their request for pre-authorization. The app may be used by any member of the service department team. Although recommended, it is not required by GM for the service manager to be involved in the request. The app may be downloaded...
Certified Elite - 01/21/2019
Global Message GCUS-9-7032 announced that the Certified Elite Service Dealer Program will be discontinued after the 2019 calendar year. The 2019 Certified Elite Service Dealers were announced in January 2019.
Paint Repairs - 09/25/2018
... as OLH and requires a separate time recording by the body shop technician as well as appropriate service management approval. There are times when it is necessary to blend paint onto the adjacent panel or panels to achieve an acceptable color...
Straight Time Authorization - 10/23/2018
Straight time labor operations require service management authorization prior to the first transaction submission. Because service management is responsible for the reasonableness of straight time requested, job card authorization would take place once...
Fastener Specs - 10/24/2018
Fastener specifications can be easily and quickly accessed after selecting the service manual feature in Service Information. The document provides the various Single Use Non-Threaded Fasteners, Single Use Threaded Fasteners, and Reusable Threaded Fasteners....
End of Year Claims Clean-Up - 10/24/2018
... vehicles are debuting and dealers are planning the end of financial year data. To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule should be current (all transactions over 30 days should be...
Why Technicians Leave - 03/27/2019
... for advancement, and desire for a more predictable workweek are some of the factors that service technicians state when deciding to leave the service department for jobs in other industries....
LTG - 06/26/2019
On June 1, several service procedures and labor times were modified as a result of revised service procedures. GM continues to analyze repairs to ensure the best quality and to maximize stall efficiency while providing an effective, efficient, and sa...
One Dealer's Audit - 09/24/2019
... 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. The customer must be contacted prior to work being performed for their permission to continue with the repair(s)....
Towing - 07/25/2023
... part that is sold over the counter. It is also not included under the GM Certified Service Limited Lifetime Parts Warranty program after 24 months when only the part is covered. Any tow invoice over $130 must be GM authorized (H-route). All US...
CAM-03 Form - 08/29/2023
... you will need to fill out the Field Action Status Change Form CAM-03 found in GlobalConnect in the Service Forms application. This form should only be filled out and sent if the customer states they absolutely do not want the recall performed, not if...
BIN - 09/26/2023
... Parts Warranty Information, provides an important note associated with job card documentation and service high voltage battery replacements. The replacement high voltage battery identification number (BIN) must be captured by the technician and recorded...
Job Card Systems - 09/25/2023
Job cards, also referred to as repair orders, are categorized in the Service Policies and Procedures Manual as three acceptable systems. Electronic job card systems electronically record, store, and internally route all required information without...
End of Year - 10/25/2023
... vehicles are debuting and dealers are planning the end of financial year data. To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule should be current (all transactions over 30 days should be...
Sublet Invoice - 05/23/2023
... the VIN, date of repair, and a description of repairs performed. For both sublet towing and Service Agent provided towing, sublet invoices and Service Agent records must show the reason for the tow, the vehicle license plate number, and/or VIN, and the...
Reject of the Month - May 2023 - 04/25/2023
... Wi-Fi to send the data collected during the scan to the cloud, which is then displayed on the service advisor’s PC in Service Workbench and in the SAVI dashboard. All vehicles that enter the service lane, and result in a warranty claim submission,...
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.
Vehicle Has Left the Premise - 04/25/2023
... and/or the vehicle leaves the premise, the job card must be closed and processed through the Service Agent Facility internal accounting procedures. Reference Service P&P Article 6.2.1...
BrightDrop - 03/23/2024
Effective March 1, 2024, BrightDrop Service and Parts Policies and Procedures documents have been integrated into both the Service P&P and Parts P&P documents. Language has been added clarifying that cross-line warranty repairs are only allowed...
Reject of the Month - January 2023 - 01/04/2023
Restricted Labor Operation - A dealership performed Service Update N222369401 Advanced Diagnostic Software (ADS) Improvements on a stock 2023 Chevrolet Bolt EUV. The technician noted that it was necessary to reprogram the Hybrid Powertrain Control Module...
Buick Buy Out - 01/24/2023
... want to invest in adding electric vehicle chargers and other tools necessary to sell and service electric vehicles as the brand transitions to all-electric by 2030. Acceptance of the buy out offer is voluntary, but all Buick dealers that remain must...
Engineering Information Bulletins - 01/24/2023
Engineering Information bulletins can be seen almost daily after logging into the Service Department in GlobalConnect. These bulletins, that will start with PIE, come from GM Engineering. They are looking for information to determine the root cause of...
Minimizing Rejected Transactions - 03/23/2023
... to be GM authorized. Transactions that need to be GM authorized will require a copy of the service manager’s written approval and a copy showing the technician’s clock time. The specific clock time for OLH must be marked. In addition to a...
End of Year - 10/28/2022
... vehicles are debuting and dealers are planning the end of financial year data. To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule should be current (all transactions over 30 days should be...
Updates and Reminders - 09/26/2022
... circumstances to reimburse the customer for a vehicle payment for their GM vehicle experiencing service issues. The transaction submission must include a detailed explanation, the exact dollar value of the monthly payment (including the method used to...
2023 Cadillac Lyriq - 09/26/2022
... benefits. Cadillac covers the first maintenance visit within the first 18 months of ownership (the service can only be performed at Cadillac dealerships). The service consists of a Multi-Point Vehicle Inspection and 4-Tire Rotation....
SAVI - 09/26/2022
The Service Advisor Vehicle Interface Tool is a service lane productivity and vehicle data documentation system that is designed to work with specific dongles plugged into the vehicle’s OBD II port during the write up process. SAVI wirelessly captures...
Virtual Warranty Seminars - 10/27/2022
... Documentation, and Processing Warranty Transactions are designed for warranty administrators and service managers that are new to their role or new to GM. The sessions also provide a refresher on warranty fundamentals. The Service Agent Self Review session...
New Unit - 10/28/2022
GM recently announced a new business unit 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...
Field Action Parts - 08/22/2022
Policy update with the release of the July 2022 version of the Service Policies and Procedures Manual: Article 7.2 Disposition of Defective Material: Service agents may scrap field action parts upon receipt of claim payment unless a return request is...
Job Card Reprints - 08/22/2022
... In the case of lost or damaged original job card, the reprint must be signed and authorized by the service manager. Service P&P Article 6.2.1....
Warranty VCT's - 07/27/2022
... and best practices to improve business results. The training seminars are suitable for those service managers and warranty administrators that have fewer than 2 years in their role, as well as those that are newer to GM, or are looking for a refresher....
Parts and Accessories Warranty - 03/28/2022
... and Procedures Manual. All new or remanufactured GM Parts and Accessories installed by the Service Agent under the New Vehicle Limited Warranty, Emissions Warranty, or Chevrolet, Buick, GMC and Cadillac optional Extended Limited Warranty or 100%...
STS - 01/27/2021
The required number of technicians per service area has been updated for 2021. The following service areas now require two technicians to meet their STS requirement for the year: electrical/electronics, brakes, engine performance, and mechanical/electrical...
Standards of Empowerment - 01/27/2021
... GM adjusted processes and requirements to assist dealers meet STS goals. With the 2020 Service Training Standards all dealers were able to achieve 90% of the minimum requirements by completing in-dealership training. Dealers that fail to meet the...
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...
Recycled Refrigerant - 02/25/2021
... of units in the container. Recycled air conditioning refrigerant will be reimbursed at the GMCCA service agent price for the new refrigerant plus the appropriate parts handling allowance. Service P&P Article 5.13 ...
Dealer Information Technologies (DIT) - 06/29/2021
... May of this year. The most current version includes a software recommendation for the technician service bay and the addition of Microsoft Teams to the software section of the guide. MS Teams may be used to perform remote troubleshooting of vehicle repairs...
Refurbished and Remanufactured Parts - 05/26/2021
... Parts and Accessories Policies and Procedures Manual, Article 1.2: Before 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....
Employee Identification - 07/27/2021
When creating and submitting job cards it is a GM requirement that the dealership document the GMIN of both the service advisor who created the job card and the technician involved in the repairs/service performed. Invalid GMINs or GMINs entered for employee...
End of Year - 10/26/2021
... vehicles are debuting and dealers are planning the end of financial year data. To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule should be current (all transactions over 30 days should be...
Reducing Rejected Transactions - 02/23/2022
... require submission with GM Authorization. Transactions up to the amount/labor listed below may be service agent self-authorized. Authorization code A for policy – Up to $2,500 Authorization code E for OLH – Up to 0.5 Authorization...
Warranty Block - 01/04/2022
... voided warranties or other restrictions. If a warranty block appears in IVH, only the following services may be provided: Safety, Non-Compliance, and Emissions Recalls, Special Coverage Adjustment (while vehicles with branded titles are typically not...
Warranty Analysis - 01/04/2022
... link include Repair Group Trend, Transaction Category Trend, Labor Operation Frequency, Service Agent Empowerment Usage, VIN Repair Count, Labor Operation Technician Search, and many more. Due to the volume of reporting options and subsequent...
Warranty Solicitation Policy - 12/01/2021
... has been made by GM. Under the “Warranty Solicitation Policy” found in the Service Policies and Procedures Manual, Article 1.17, it is stated that if a solicitation trend exists, warranty transactions may be subject to debit. While...
Reject of the Month - March 2022 - 02/23/2022
... Related to Labor Code 4029820. The owner of a 2017 Chevrolet Silverado brought their truck to the service department with a service engine soon light and service emissions message concerns as well as a recall. Repair line 1 addressed the SES light....
Policy Evaluation Tool - 02/23/2022
... situations. The tool is available within the Dealer Aftersales Empowerment Portal. Users with Service Manager and Parts & Service Director roles within GlobalConnect have access to the empowerment tools with the Dealer Aftersales Empowerment Portal....
... to be GM authorized. Transactions that need to be GM authorized will require a copy of the service manager’s written approval and a copy showing the technician’s clock time. The specific clock time for OLH must be marked. In addition to a...
End of Year - 10/28/2022
... vehicles are debuting and dealers are planning the end of financial year data. To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule should be current (all transactions over 30 days should be...
Updates and Reminders - 09/26/2022
... circumstances to reimburse the customer for a vehicle payment for their GM vehicle experiencing service issues. The transaction submission must include a detailed explanation, the exact dollar value of the monthly payment (including the method used to...
2023 Cadillac Lyriq - 09/26/2022
... benefits. Cadillac covers the first maintenance visit within the first 18 months of ownership (the service can only be performed at Cadillac dealerships). The service consists of a Multi-Point Vehicle Inspection and 4-Tire Rotation....
SAVI - 09/26/2022
The Service Advisor Vehicle Interface Tool is a service lane productivity and vehicle data documentation system that is designed to work with specific dongles plugged into the vehicle’s OBD II port during the write up process. SAVI wirelessly captures...
Virtual Warranty Seminars - 10/27/2022
... Documentation, and Processing Warranty Transactions are designed for warranty administrators and service managers that are new to their role or new to GM. The sessions also provide a refresher on warranty fundamentals. The Service Agent Self Review session...
New Unit - 10/28/2022
GM recently announced a new business unit 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...
Field Action Parts - 08/22/2022
Policy update with the release of the July 2022 version of the Service Policies and Procedures Manual: Article 7.2 Disposition of Defective Material: Service agents may scrap field action parts upon receipt of claim payment unless a return request is...
Job Card Reprints - 08/22/2022
... In the case of lost or damaged original job card, the reprint must be signed and authorized by the service manager. Service P&P Article 6.2.1....
Warranty VCT's - 07/27/2022
... and best practices to improve business results. The training seminars are suitable for those service managers and warranty administrators that have fewer than 2 years in their role, as well as those that are newer to GM, or are looking for a refresher....
Parts and Accessories Warranty - 03/28/2022
... and Procedures Manual. All new or remanufactured GM Parts and Accessories installed by the Service Agent under the New Vehicle Limited Warranty, Emissions Warranty, or Chevrolet, Buick, GMC and Cadillac optional Extended Limited Warranty or 100%...
STS - 01/27/2021
The required number of technicians per service area has been updated for 2021. The following service areas now require two technicians to meet their STS requirement for the year: electrical/electronics, brakes, engine performance, and mechanical/electrical...
Standards of Empowerment - 01/27/2021
... GM adjusted processes and requirements to assist dealers meet STS goals. With the 2020 Service Training Standards all dealers were able to achieve 90% of the minimum requirements by completing in-dealership training. Dealers that fail to meet the...
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...
Recycled Refrigerant - 02/25/2021
... of units in the container. Recycled air conditioning refrigerant will be reimbursed at the GMCCA service agent price for the new refrigerant plus the appropriate parts handling allowance. Service P&P Article 5.13 ...
Dealer Information Technologies (DIT) - 06/29/2021
... May of this year. The most current version includes a software recommendation for the technician service bay and the addition of Microsoft Teams to the software section of the guide. MS Teams may be used to perform remote troubleshooting of vehicle repairs...
Refurbished and Remanufactured Parts - 05/26/2021
... Parts and Accessories Policies and Procedures Manual, Article 1.2: Before 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....
Employee Identification - 07/27/2021
When creating and submitting job cards it is a GM requirement that the dealership document the GMIN of both the service advisor who created the job card and the technician involved in the repairs/service performed. Invalid GMINs or GMINs entered for employee...
End of Year - 10/26/2021
... vehicles are debuting and dealers are planning the end of financial year data. To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule should be current (all transactions over 30 days should be...
Reducing Rejected Transactions - 02/23/2022
... require submission with GM Authorization. Transactions up to the amount/labor listed below may be service agent self-authorized. Authorization code A for policy – Up to $2,500 Authorization code E for OLH – Up to 0.5 Authorization...
Warranty Block - 01/04/2022
... voided warranties or other restrictions. If a warranty block appears in IVH, only the following services may be provided: Safety, Non-Compliance, and Emissions Recalls, Special Coverage Adjustment (while vehicles with branded titles are typically not...
Warranty Analysis - 01/04/2022
... link include Repair Group Trend, Transaction Category Trend, Labor Operation Frequency, Service Agent Empowerment Usage, VIN Repair Count, Labor Operation Technician Search, and many more. Due to the volume of reporting options and subsequent...
Warranty Solicitation Policy - 12/01/2021
... has been made by GM. Under the “Warranty Solicitation Policy” found in the Service Policies and Procedures Manual, Article 1.17, it is stated that if a solicitation trend exists, warranty transactions may be subject to debit. While...
Reject of the Month - March 2022 - 02/23/2022
... Related to Labor Code 4029820. The owner of a 2017 Chevrolet Silverado brought their truck to the service department with a service engine soon light and service emissions message concerns as well as a recall. Repair line 1 addressed the SES light....
Policy Evaluation Tool - 02/23/2022
... situations. The tool is available within the Dealer Aftersales Empowerment Portal. Users with Service Manager and Parts & Service Director roles within GlobalConnect have access to the empowerment tools with the Dealer Aftersales Empowerment Portal....
General Motors ID Numbers - 12/01/2021
... rejected claim. Dealer Partner Security Coordinator (PSC) Admins are responsible for deactivating service advisors and technician profiles in a timely manner when the individual no longer is employed at the dealership. When two technicians are working...
September 2021 Recall Update - 08/30/2021
... High Voltage Battery May Melt or Burn: The recall bulletin has been updated to include a revised service procedure and the attention box. The labor codes have been changed and the labor times adjusted to reflect the additional state of charge setting...
Authorization to Perform Repairs - 08/30/2021
... those options. If your customer documents on this note what their concerns are and hands it to the service advisor or puts it in a night drop envelope, that constitutes an authorization to repair. Additionally, if they send an email to the dealership...
Policy Evaluation Tool - 08/30/2021
... to a previous history of issues and the fact that the component was just out of warranty, the service manager elected to increase GM’s participation to 100%, with the customer’s participation 0%. Dealers are empowered to deviate...
A Warranty Administrators Day - 10/01/2021
... may also have a folder with claims that require additional information from a member of the service team (e.g. technician, service manager, or service advisor). Begin with the Pending folder. Log on to Global Warranty Management to either view...
Straight Time - 08/30/2021
... the actual time must be reasonable and any time over 2.0 labor hours must be fully authorized by service management with a signature/initials, date, time, and explanation. Straight time is to be submitted in the base labor field of the transaction. Since...
Labor Operation Selection - 06/29/2021
... an add on repair because you are still addressing the customer’s original concern so no service management authorization is required for the add on repair. Approval will be required if the transaction rejects for a repeat (pyramid) repair. That...
August 2021 Recall Update - 07/27/2021
... Degradation: The 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...
SPS Codes - 04/29/2021
... used to perform the programming event, using the following process:-- Select and start “Service Programming System (SPS)”.-- Select “Settings”.-- Select “Warranty Claim Code” tab. If the Warranty Claim Code you submitted...
Courtesy Transportation Program Coverage & Eligibility - 03/22/2021
... of fuel, and reimbursement of public transportation. Eligibility 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...
Engineering Information Bulletins - 01/27/2021
Engineering Information bulletins can be seen almost daily after logging into the Service Department in GlobalConnect. These bulletins, that will start with PIE, come from GM Engineering. They are looking for information to determine the root cause of...
Out of Warranty - 11/21/2022
Error 801: Odometer reading submitted exceeds the vehicle warranty distance limit. Error 802: The number of days in service exceeds the vehicle warranty time limit. Error 803: The number of days and distance exceeds the vehicle warranty limits. A dealer...
Bulletins - 09/26/2022
Over the course of the business day, the service team refers to countless bulletins and resources to provide support, justification, clarification, and resolution for service and warranty related issues. With the bulletin number you are easily able to...
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...
Customer Signatures and Acceptable Alternatives - 01/24/2023
... documents on a piece of paper what their concerns are, signs that paper, and hands it to the service advisor or puts it in a night drop envelope, that constitutes an authorization to repair. Additionally, if they send an email to the dealership stating...
Policy, Goodwill, & Customer Enthusiasm - 11/29/2023
... to submitting request. OnStar® – Plan upgrades or extension; past subscriber activation. Service Voucher – Email issued to the customer for $50 or $100 towards a one-time service or maintenance visit. Component Coverage Letter (CCL) –...
Policies & Procedures 2024 Update - 01/29/2024
The 2024 Service Policies and Procedures Manual was released on January 1. Several improvements and clarifications were included in the revised edition which are featured in this edition of the Warranty News. The Third-Party Labor Time Guide and...
Dongle Scan - 03/23/2023
... on 4/3/2023! GM has begun checking submitted warranty claims for an approved and completed dongle service lane scan (e.g. SAVI, eAdvisor, Tekion). Claims submitted without a dongle device scan will be denied or delayed until resolution. In those...
The Warranty Resource Center - 04/25/2023
... direct links to frequently used tools and sites in Global, including Global Warranty Management, Service Information, CPO Restricted Labor Ops, Service Advisor Vehicle Interface (SAVI), P&P Manuals and IVH. There are currently numerous SAVI/dongle...
SAVI Enhancements - 09/25/2023
... Dongle scans offer the ability to capture important vehicle information at the beginning of each service event and provide real-time quality data back to GM. The timeframe to complete a dongle scan has been extended to provide flexibility. GWM...
September 2019 Recall Update - 08/27/2019
Safety Recall N182182760-03: Loss of Power Steering Assist: The recall has been updated include a revised service procedure and parts table. The parts table was updated to provide clarification that Corvettes do not require steering gear bolt replacement....
Cost Comparison Worksheets - 08/27/2019
... not you are by checking the Items Not Allowed tab in Global Warranty. Go to Analyze Warranty/View Service Agent Profile to find the tab. While these worksheets are not required, they are recommended. If you choose to not take GM’s recommendation...
Did You Know? - 07/30/2019
... Procedures bulletin 04-00-89-015, available as a quick policy reference and for a copy of the Service Management Approvals and Transaction Authorization Matrix The 8 key policies included in the bulletin are from the GM Service Policies & Procedures...
Diagnostic Time - 07/30/2019
Adapting to and embracing change can be a challenge for many service teams. Just when you think you have everyone on the same page, there is a new policy or update that throws a wrench in the works. Many service departments will have a team meeting, publish...
When Not to Add a Warranty Line - 07/30/2019
... labor, that will be claimed as Other Labor Hours, must be billed out on the original line. Service management approval for OLH does apply and it is possible that approval for excessive parts will be required as well, depending on the labor operation...
... rejected claim. Dealer Partner Security Coordinator (PSC) Admins are responsible for deactivating service advisors and technician profiles in a timely manner when the individual no longer is employed at the dealership. When two technicians are working...
September 2021 Recall Update - 08/30/2021
... High Voltage Battery May Melt or Burn: The recall bulletin has been updated to include a revised service procedure and the attention box. The labor codes have been changed and the labor times adjusted to reflect the additional state of charge setting...
Authorization to Perform Repairs - 08/30/2021
... those options. If your customer documents on this note what their concerns are and hands it to the service advisor or puts it in a night drop envelope, that constitutes an authorization to repair. Additionally, if they send an email to the dealership...
Policy Evaluation Tool - 08/30/2021
... to a previous history of issues and the fact that the component was just out of warranty, the service manager elected to increase GM’s participation to 100%, with the customer’s participation 0%. Dealers are empowered to deviate...
A Warranty Administrators Day - 10/01/2021
... may also have a folder with claims that require additional information from a member of the service team (e.g. technician, service manager, or service advisor). Begin with the Pending folder. Log on to Global Warranty Management to either view...
Straight Time - 08/30/2021
... the actual time must be reasonable and any time over 2.0 labor hours must be fully authorized by service management with a signature/initials, date, time, and explanation. Straight time is to be submitted in the base labor field of the transaction. Since...
Labor Operation Selection - 06/29/2021
... an add on repair because you are still addressing the customer’s original concern so no service management authorization is required for the add on repair. Approval will be required if the transaction rejects for a repeat (pyramid) repair. That...
August 2021 Recall Update - 07/27/2021
... Degradation: The 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...
SPS Codes - 04/29/2021
... used to perform the programming event, using the following process:-- Select and start “Service Programming System (SPS)”.-- Select “Settings”.-- Select “Warranty Claim Code” tab. If the Warranty Claim Code you submitted...
Courtesy Transportation Program Coverage & Eligibility - 03/22/2021
... of fuel, and reimbursement of public transportation. Eligibility 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...
Engineering Information Bulletins - 01/27/2021
Engineering Information bulletins can be seen almost daily after logging into the Service Department in GlobalConnect. These bulletins, that will start with PIE, come from GM Engineering. They are looking for information to determine the root cause of...
Out of Warranty - 11/21/2022
Error 801: Odometer reading submitted exceeds the vehicle warranty distance limit. Error 802: The number of days in service exceeds the vehicle warranty time limit. Error 803: The number of days and distance exceeds the vehicle warranty limits. A dealer...
Bulletins - 09/26/2022
Over the course of the business day, the service team refers to countless bulletins and resources to provide support, justification, clarification, and resolution for service and warranty related issues. With the bulletin number you are easily able to...
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...
Customer Signatures and Acceptable Alternatives - 01/24/2023
... documents on a piece of paper what their concerns are, signs that paper, and hands it to the service advisor or puts it in a night drop envelope, that constitutes an authorization to repair. Additionally, if they send an email to the dealership stating...
Policy, Goodwill, & Customer Enthusiasm - 11/29/2023
... to submitting request. OnStar® – Plan upgrades or extension; past subscriber activation. Service Voucher – Email issued to the customer for $50 or $100 towards a one-time service or maintenance visit. Component Coverage Letter (CCL) –...
Policies & Procedures 2024 Update - 01/29/2024
The 2024 Service Policies and Procedures Manual was released on January 1. Several improvements and clarifications were included in the revised edition which are featured in this edition of the Warranty News. The Third-Party Labor Time Guide and...
Dongle Scan - 03/23/2023
... on 4/3/2023! GM has begun checking submitted warranty claims for an approved and completed dongle service lane scan (e.g. SAVI, eAdvisor, Tekion). Claims submitted without a dongle device scan will be denied or delayed until resolution. In those...
The Warranty Resource Center - 04/25/2023
... direct links to frequently used tools and sites in Global, including Global Warranty Management, Service Information, CPO Restricted Labor Ops, Service Advisor Vehicle Interface (SAVI), P&P Manuals and IVH. There are currently numerous SAVI/dongle...
SAVI Enhancements - 09/25/2023
... Dongle scans offer the ability to capture important vehicle information at the beginning of each service event and provide real-time quality data back to GM. The timeframe to complete a dongle scan has been extended to provide flexibility. GWM...
September 2019 Recall Update - 08/27/2019
Safety Recall N182182760-03: Loss of Power Steering Assist: The recall has been updated include a revised service procedure and parts table. The parts table was updated to provide clarification that Corvettes do not require steering gear bolt replacement....
Cost Comparison Worksheets - 08/27/2019
... not you are by checking the Items Not Allowed tab in Global Warranty. Go to Analyze Warranty/View Service Agent Profile to find the tab. While these worksheets are not required, they are recommended. If you choose to not take GM’s recommendation...
Did You Know? - 07/30/2019
... Procedures bulletin 04-00-89-015, available as a quick policy reference and for a copy of the Service Management Approvals and Transaction Authorization Matrix The 8 key policies included in the bulletin are from the GM Service Policies & Procedures...
Diagnostic Time - 07/30/2019
Adapting to and embracing change can be a challenge for many service teams. Just when you think you have everyone on the same page, there is a new policy or update that throws a wrench in the works. Many service departments will have a team meeting, publish...
When Not to Add a Warranty Line - 07/30/2019
... labor, that will be claimed as Other Labor Hours, must be billed out on the original line. Service management approval for OLH does apply and it is possible that approval for excessive parts will be required as well, depending on the labor operation...
Authorization to Perform Repairs - 05/29/2019
Service management authorization for repairs performed on stock vehicles, new and used vehicles in inventory, require service management signature on the job card authorizing the work prior to the repair. Service management approval (explanation, date, ...
Goodwill Tools - 05/29/2019
... 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 something for them to turn the situation into a positive experience. 0600343...
The Fundamentals - 05/29/2019
... 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 customer signature line. Ensure that the customer signature...
Reject of the Month - Error code 073, 021, 072 - 10/24/2018
A 2018 Chevrolet Camaro with 6,000 miles was brought into the service department after the vehicle died while being driven down the road and would not start. After significant diagnosis and reaching out to TAC for assistance, the technician found a misaligned...
Bulletin Updates - 02/21/2019
Several important warranty and service bulletins have recently been revised. As with service technical bulletins, always be sure to reference the most current version. The key warranty administration bulletin, Required Operating Procedures Bulletin...
Courtesy Transportation - 02/27/2020
... for your customers and reimburses dealers to offset some of those costs. Options include shuttle service, rentals, fuel reimbursement, and public transportation reimbursement. Courtesy transportation may be made available for the following warranty coverage...
March 2020 Recall Update - 02/27/2020
... Engine Oil Consumption: The special coverage bulletin has been updated to include a revised service procedure section. Certain 2012 Chevrolet Equinox and GMC Terrain vehicles equipped with a 2.4L engine are involved in the program. Safety Recall 17248-01...
Important Bulletin Updates - 03/27/2020
... The revision also contains text updates as well as removing the article numbers associated with Service Policies & Procedures references. The bulletin contains 8 unique points that have been taken from the P&P Manual, including Authorization...
Reject of the Month - 02/27/2020
... potential to be charged 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...
Paint Blend Time - 10/23/2019
... repairs. Submit the latter two lines, and if they reject as a repeat repair, it is permissible for service management to approve these pyramid repairs after the first reject. The material allowance code represents the dollar amount...
August 2020 Recall Update - 07/30/2020
... vehicles equipped with a LFV (1.5L Turbo) engine. Customer Satisfaction Recall N192278390 Manual Service Disconnect Fuse Open: Approximately 9,100 vehicles are involved in the program that addresses a condition in which the manual service disconnect...
Policy Evaluation Tool Deviations - 11/25/2020
Earlier this year GM announced 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...
GM Employee Discount - 01/22/2018
The Certified Service GM Employee Discount Program has been extended for the 2018 calendar 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,...
Policy Decision - 04/23/2018
... as we currently know it. The 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...
Grading Criteria at a Glance - 09/27/2017
... 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 Agent...
Diagnosis Time - 07/25/2017
... tests were must be documented on the job card and are the basis to paying variable diagnosis time. Service management is responsible for assuring complete technician documentation and the reasonableness of diagnostic time claimed. Diagnostic add time...
One Labor Operation For Both Sides - 08/22/2017
... the OLH in this scenario is not true OLH, a separate time recording is not required. Additionally, service management authorization is not required. The OLH paid to the technician would be whatever the base time shown for the labor operation is, minus...
Concern Not Duplicated Labor Operations - 08/22/2017
... 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 submission. The use of these labor operations has requirements: CCND...
GWM User Manual - 12/21/2016
... to help with the warranty administration process. It may be to simply get more information on a service policy or to find out what a transaction type is within Global Warranty Management. The Global Warranty Management User Manual is intended to...
Certified Elite - 02/17/2017
... 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 higher, and Q4 STS 200% or higher. 100 points are achieved for...
Field Action Completion - 05/22/2017
At time of write up, check IVH for open field actions on every vehicle that enters the service drive. Doing so will provide the service advisor with the opportunity to bring field actions to the customer’s attention, as well as encourage completion...
Rental Policies - 10/26/2016
... three rental days without any authorization. Previously, that empowerment was up to 5 days, with service management approval for 4 and 5 days. As of October 1st, 2016, your DMA/DMC must be notified by the fourth day via the Dealer Aftersales Empowerment...
Bulletin Update - 08/23/2016
... cause code fields. The transaction must be submitted prior to or at the time of the first service. The Foreign Tourist VIN indicator must not be selected with this type of transaction. Important: although the indicator is not selected for...
Engineering Information Bulletins - 07/28/2016
... into your dealership, these applications must be used to review information about the vehicle. Service Information is one section in this report and the most common type seen is EI, which stands for Engineering Information. Next to the word "Type" you...
Special Coverage - 04/12/2013
... the repair outlined within the bulletin performed prior to receiving the notification. The service agent confirmed the open coverage in IVH. The vehicle was also within the time and mileage parameters as outlined within the special coverage. A...
Service management authorization for repairs performed on stock vehicles, new and used vehicles in inventory, require service management signature on the job card authorizing the work prior to the repair. Service management approval (explanation, date, ...
Goodwill Tools - 05/29/2019
... 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 something for them to turn the situation into a positive experience. 0600343...
The Fundamentals - 05/29/2019
... 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 customer signature line. Ensure that the customer signature...
Reject of the Month - Error code 073, 021, 072 - 10/24/2018
A 2018 Chevrolet Camaro with 6,000 miles was brought into the service department after the vehicle died while being driven down the road and would not start. After significant diagnosis and reaching out to TAC for assistance, the technician found a misaligned...
Bulletin Updates - 02/21/2019
Several important warranty and service bulletins have recently been revised. As with service technical bulletins, always be sure to reference the most current version. The key warranty administration bulletin, Required Operating Procedures Bulletin...
Courtesy Transportation - 02/27/2020
... for your customers and reimburses dealers to offset some of those costs. Options include shuttle service, rentals, fuel reimbursement, and public transportation reimbursement. Courtesy transportation may be made available for the following warranty coverage...
March 2020 Recall Update - 02/27/2020
... Engine Oil Consumption: The special coverage bulletin has been updated to include a revised service procedure section. Certain 2012 Chevrolet Equinox and GMC Terrain vehicles equipped with a 2.4L engine are involved in the program. Safety Recall 17248-01...
Important Bulletin Updates - 03/27/2020
... The revision also contains text updates as well as removing the article numbers associated with Service Policies & Procedures references. The bulletin contains 8 unique points that have been taken from the P&P Manual, including Authorization...
Reject of the Month - 02/27/2020
... potential to be charged 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...
Paint Blend Time - 10/23/2019
... repairs. Submit the latter two lines, and if they reject as a repeat repair, it is permissible for service management to approve these pyramid repairs after the first reject. The material allowance code represents the dollar amount...
August 2020 Recall Update - 07/30/2020
... vehicles equipped with a LFV (1.5L Turbo) engine. Customer Satisfaction Recall N192278390 Manual Service Disconnect Fuse Open: Approximately 9,100 vehicles are involved in the program that addresses a condition in which the manual service disconnect...
Policy Evaluation Tool Deviations - 11/25/2020
Earlier this year GM announced 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...
GM Employee Discount - 01/22/2018
The Certified Service GM Employee Discount Program has been extended for the 2018 calendar 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,...
Policy Decision - 04/23/2018
... as we currently know it. The 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...
Grading Criteria at a Glance - 09/27/2017
... 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 Agent...
Diagnosis Time - 07/25/2017
... tests were must be documented on the job card and are the basis to paying variable diagnosis time. Service management is responsible for assuring complete technician documentation and the reasonableness of diagnostic time claimed. Diagnostic add time...
One Labor Operation For Both Sides - 08/22/2017
... the OLH in this scenario is not true OLH, a separate time recording is not required. Additionally, service management authorization is not required. The OLH paid to the technician would be whatever the base time shown for the labor operation is, minus...
Concern Not Duplicated Labor Operations - 08/22/2017
... 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 submission. The use of these labor operations has requirements: CCND...
GWM User Manual - 12/21/2016
... to help with the warranty administration process. It may be to simply get more information on a service policy or to find out what a transaction type is within Global Warranty Management. The Global Warranty Management User Manual is intended to...
Certified Elite - 02/17/2017
... 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 higher, and Q4 STS 200% or higher. 100 points are achieved for...
Field Action Completion - 05/22/2017
At time of write up, check IVH for open field actions on every vehicle that enters the service drive. Doing so will provide the service advisor with the opportunity to bring field actions to the customer’s attention, as well as encourage completion...
Rental Policies - 10/26/2016
... three rental days without any authorization. Previously, that empowerment was up to 5 days, with service management approval for 4 and 5 days. As of October 1st, 2016, your DMA/DMC must be notified by the fourth day via the Dealer Aftersales Empowerment...
Bulletin Update - 08/23/2016
... cause code fields. The transaction must be submitted prior to or at the time of the first service. The Foreign Tourist VIN indicator must not be selected with this type of transaction. Important: although the indicator is not selected for...
Engineering Information Bulletins - 07/28/2016
... into your dealership, these applications must be used to review information about the vehicle. Service Information is one section in this report and the most common type seen is EI, which stands for Engineering Information. Next to the word "Type" you...
Special Coverage - 04/12/2013
... the repair outlined within the bulletin performed prior to receiving the notification. The service agent confirmed the open coverage in IVH. The vehicle was also within the time and mileage parameters as outlined within the special coverage. A...
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...
WSC Rejects - 03/11/2013
... preventing payment. Remember, if there is a dealer correctable error code on the transaction, the service agent will not be able to submit the transaction for GM Authorization.What are some of the reasons that the WSC rejects the claim back to the service...
Policy Repairs on Electronic Exchange Components - 07/03/2013
... amount cannot be applied as stated in bulletin 11-00-89-005. Since the exchange is sent to the service agent at no cost, the only dollar amount the customer can be billed for are labour charges. Because the exchange component is billed out at no cost...
Midtronics GR8 Battery Tester Code now 15 Digits - 11/18/2013
... to 15 digits from 10. The longer code captures critical information in failed batteries. All service agents are being asked to have their equipment software updated to the new level by December 1st, 2013. After this date, the previous 10-digit codes...
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"...
Transmission Replacements - 10/08/2012
... worksheet and repair/replace estimate to the job card; retain all documentation in the service history file.If the DMA has authorized replacement of an engine or transfer case assembly, the service agent must contact the PQC. The PQC will create a pre-approval...
Warranty Repairs on Stock Vehicles - 12/18/2012
... in the Policies and Procedures manual titled "Reconditioning" that addresses warranty repairs on a service agent's used stock vehicles. The key point in the article is simply reconditioning or refurbishing a stock vehicle to make it more attractive,...
GMPP Rental Vehicle Claims - 08/09/2012
... This policy applies to all types of substitute transportation.The number of days required for service must be appropriate for the actual service performed.The dealer and the customer must understand that the rental benefits only continue as long as it...
Certified Pre-Owned Operations Guide - 08/09/2012
... if submitted; however, if it is believed that a part failed 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...
A Second Radio Replacement - 01/19/2012
... is made, a TAC case number will be provided. This case number must be provided to the Electronic Service Center in order for a second radio to be sent to the dealership. This requirement is for all model year GM cars and trucks. Service advisors,...
March 2012 Recall Update - 03/08/2012
... to the tread area. Goodyear has decided to replace qualifying tires. Goodyear issued a Product Service Bulletin (PSB) in late January, 2012, that indicates tires that are involved in the campaign. The offer for free replacement is extended through July...
Reject of the Month - 07/01/2014
... on 2012-2014 model year vehicles. The warranty administrator discussed the situation with the service manager in order to advise the repairing technicians that the service procedure is different for the different model year vehicles. Even though...
Details of Cause and Correction - 05/09/2014
... three C's are one of the more basic pieces of required information on a warranty job card. The service advisor is responsible for documenting the first piece of information associated with the repair, a description of each customer concern. The advisor...
Warranty Parts Center Shipping Labels - 05/09/2014
Shipping parts to the Warranty Parts Center is a requirement for every service agent when requested. Paperwork must be included both inside the box being shipped and attached to the outside of the box. UPS is the shipping company used to ship parts, (Central...
Certified Elite Criteria - 07/01/2014
... Loyalty percentages, the following thresholds remain unchanged; Repeat Repairs of 3.0% or less, Service Training Standards 100% or higher, and Dealership Field Action Closure Rate of 90%. The benefits associated with Certified Elite status will be granted...
Engineering Information - 02/27/2014
... the engineer listed in the bulletin prior, to and sometimes during the repair process. Service agents are made aware of Engineering Information bulletins with a message in Global Connect. Vehicles that qualify will be flagged in the Investigate...
Labour Code Application - 01/28/2014
... 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 prior to the repairs being performed. When there is only one customer...
Transportation Claim Inspections Process - 05/09/2014
... 5 minutes is allowed to spray wash the vehicle. If there is no damage or missing items, the service agent inspector must sign the delivery receipt provided by the carrier and the carrier will give the service agent a signed copy. Once the delivery receipt...
Full Disclosure - 02/27/2014
Any time a service agent modifies a vehicle prior 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...
Unintended Ignition Key Rotation Clarification - 10/03/2014
Recall 14172, 14299, and 14350 Service Option 1: Key Rings and Insert - To complete the repair on 1 vehicle involved in recall 14172, 14299, or 14350 using insert, part number 23279477, and key rings, either 23232599, 23247262, or 13598784, you will need...
Spring Clean-Up - 03/26/2015
... are already doing on a daily basis overwhelm you? We can help! We offer a Warranty Claims Clean-Up Service that provides a solution for Warranty Administration Program members to effectively reconcile their warranty schedule. The service provides peace...
Reject of the Month - 03/26/2015
... 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 a result these VIN's had not previously been saved in...
Reject of the Month - 04/28/2015
... thought provoking rejects.A dealer submitted a ZSET transaction for the installation of a service agent installed option for the wheel lock package. The claim was submitted with the appropriate part and labor operation at no charge. The warranty administrator...
Clocking OLH on Flag Sheets - 04/28/2015
... in a situation where OLH may be needed in the repair, the first thing they must do is contact service management for permission to proceed with what may or may not be paid OLH. Service management must sign, date, and record the time they approved going...
October 2015 Recall Update - 10/02/2015
... Inspect Generator Control Module: The recall bulletin has been updated to include revisions to the service procedure and the part information sections. The requirement to inspect the new module prior to vehicle installation has been removed. The recall...
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...
WSC Rejects - 03/11/2013
... preventing payment. Remember, if there is a dealer correctable error code on the transaction, the service agent will not be able to submit the transaction for GM Authorization.What are some of the reasons that the WSC rejects the claim back to the service...
Policy Repairs on Electronic Exchange Components - 07/03/2013
... amount cannot be applied as stated in bulletin 11-00-89-005. Since the exchange is sent to the service agent at no cost, the only dollar amount the customer can be billed for are labour charges. Because the exchange component is billed out at no cost...
Midtronics GR8 Battery Tester Code now 15 Digits - 11/18/2013
... to 15 digits from 10. The longer code captures critical information in failed batteries. All service agents are being asked to have their equipment software updated to the new level by December 1st, 2013. After this date, the previous 10-digit codes...
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"...
Transmission Replacements - 10/08/2012
... worksheet and repair/replace estimate to the job card; retain all documentation in the service history file.If the DMA has authorized replacement of an engine or transfer case assembly, the service agent must contact the PQC. The PQC will create a pre-approval...
Warranty Repairs on Stock Vehicles - 12/18/2012
... in the Policies and Procedures manual titled "Reconditioning" that addresses warranty repairs on a service agent's used stock vehicles. The key point in the article is simply reconditioning or refurbishing a stock vehicle to make it more attractive,...
GMPP Rental Vehicle Claims - 08/09/2012
... This policy applies to all types of substitute transportation.The number of days required for service must be appropriate for the actual service performed.The dealer and the customer must understand that the rental benefits only continue as long as it...
Certified Pre-Owned Operations Guide - 08/09/2012
... if submitted; however, if it is believed that a part failed 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...
A Second Radio Replacement - 01/19/2012
... is made, a TAC case number will be provided. This case number must be provided to the Electronic Service Center in order for a second radio to be sent to the dealership. This requirement is for all model year GM cars and trucks. Service advisors,...
March 2012 Recall Update - 03/08/2012
... to the tread area. Goodyear has decided to replace qualifying tires. Goodyear issued a Product Service Bulletin (PSB) in late January, 2012, that indicates tires that are involved in the campaign. The offer for free replacement is extended through July...
Reject of the Month - 07/01/2014
... on 2012-2014 model year vehicles. The warranty administrator discussed the situation with the service manager in order to advise the repairing technicians that the service procedure is different for the different model year vehicles. Even though...
Details of Cause and Correction - 05/09/2014
... three C's are one of the more basic pieces of required information on a warranty job card. The service advisor is responsible for documenting the first piece of information associated with the repair, a description of each customer concern. The advisor...
Warranty Parts Center Shipping Labels - 05/09/2014
Shipping parts to the Warranty Parts Center is a requirement for every service agent when requested. Paperwork must be included both inside the box being shipped and attached to the outside of the box. UPS is the shipping company used to ship parts, (Central...
Certified Elite Criteria - 07/01/2014
... Loyalty percentages, the following thresholds remain unchanged; Repeat Repairs of 3.0% or less, Service Training Standards 100% or higher, and Dealership Field Action Closure Rate of 90%. The benefits associated with Certified Elite status will be granted...
Engineering Information - 02/27/2014
... the engineer listed in the bulletin prior, to and sometimes during the repair process. Service agents are made aware of Engineering Information bulletins with a message in Global Connect. Vehicles that qualify will be flagged in the Investigate...
Labour Code Application - 01/28/2014
... 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 prior to the repairs being performed. When there is only one customer...
Transportation Claim Inspections Process - 05/09/2014
... 5 minutes is allowed to spray wash the vehicle. If there is no damage or missing items, the service agent inspector must sign the delivery receipt provided by the carrier and the carrier will give the service agent a signed copy. Once the delivery receipt...
Full Disclosure - 02/27/2014
Any time a service agent modifies a vehicle prior 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...
Unintended Ignition Key Rotation Clarification - 10/03/2014
Recall 14172, 14299, and 14350 Service Option 1: Key Rings and Insert - To complete the repair on 1 vehicle involved in recall 14172, 14299, or 14350 using insert, part number 23279477, and key rings, either 23232599, 23247262, or 13598784, you will need...
Spring Clean-Up - 03/26/2015
... are already doing on a daily basis overwhelm you? We can help! We offer a Warranty Claims Clean-Up Service that provides a solution for Warranty Administration Program members to effectively reconcile their warranty schedule. The service provides peace...
Reject of the Month - 03/26/2015
... 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 a result these VIN's had not previously been saved in...
Reject of the Month - 04/28/2015
... thought provoking rejects.A dealer submitted a ZSET transaction for the installation of a service agent installed option for the wheel lock package. The claim was submitted with the appropriate part and labor operation at no charge. The warranty administrator...
Clocking OLH on Flag Sheets - 04/28/2015
... in a situation where OLH may be needed in the repair, the first thing they must do is contact service management for permission to proceed with what may or may not be paid OLH. Service management must sign, date, and record the time they approved going...
October 2015 Recall Update - 10/02/2015
... Inspect Generator Control Module: The recall bulletin has been updated to include revisions to the service procedure and the part information sections. The requirement to inspect the new module prior to vehicle installation has been removed. The recall...
PDI Debits on Vehicles Sold with Open Recalls - 10/02/2015
... out the money. It is recommended that every dealership has a process in place to ensure all service agent owned vehicles get open recalls completed. The Field Action Inventory Reports link under Applications in GlobalConnect will list the vehicles...
Cross-Line Warranty - 07/29/2015
... vehicle may be performed at that dealership. When performing cross-line warranty repairs, service agents must determine if their technicians have the necessary training, tools, and parts. Additionally, service agents are prohibited from promoting...
August 2015 Recall Update - 07/29/2015
Safety Recall 09226C: Fuel Odor or Spotting on Ground: The service procedure section of the recall bulletin has been revised. If the technician determines that the fuel pump module requires replacement, dealers are also to replace the fuel tank and fuel...
Reject of the Month - 01/11/2016
... for restriction reason BT on VIN xxxx. Error 825: Labor code xxxxx is not covered by service contract or special coverage.Article 1.5 of the Service Policies & Procedures Manual states the following in regard to Voided Warranties and Branded...
Special Instructions: Recall 15240 - 02/02/2016
... of customer satisfaction. Dealers should submit a policy warranty transaction to cover this service. Depending on a dealer's self-authorization or empowerment level, this ZREG transaction type may require routing for GM authorization. Since lift gate...
Reject of the Month - 02/02/2016
... of a repair performed on a vehicle in the dealer's inventory. For example:On November 5, 2015, a service advisor opened a job card for the repair of the door locks on a 2015 Chevrolet Malibu. The technician found an internal short in the BCM causing...
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...
Details of the Cause and Correction - 05/24/2016
The Service P&P states the following in regards to what is required of the technician when it comes to documenting the cause of failure and what was done to correct that failure: The complete cause of the failure and a detailed correction as stated...
Global Warranty Management - 04/13/2010
The service department may have noticed a slight change in the Applicable Warranties section of the Investigate Vehicle History feature in comparison to GMVIS. While the applicable warranties section in GWM displays the warranty start/end date and effective/end...
Global Warranty Management User Manual - 01/06/2010
... to help with the warranty administration process. It may be to simply get more information on a service policy or to find out what a transaction type is within Global Warranty Management. The latest reference tool for the dealership is the GWM User Manual...
Special Policies Performed On Vehicles With No Special Policies - 04/27/2011
... the special policy terms or vehicles involved are made available in SI. If a customer comes in for service and their concern is outlined by a special coverage bulletin, the service agent may perform the needed repairs. When completed, the repair is submitted...
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...
Recall Completion - 06/30/2011
... whenever a vehicle subject to a product field action enters your vehicle inventory, or is at the Service Agent for service in the future, you must take the steps necessary to be sure the correction has been made before selling or releasing the vehicle....
No Open Recalls - 06/08/2011
... recalls on vehicles without open recalls. There are a few different scenarios that may prompt a service department to perform a recall when no open recall exists.The recall may have been previously performed and the part involved has failed. Depending...
Vehicle Modification and Warranty Repairs - 11/17/2011
... your technicians discover a modification or tampering situation, they must contact their service manager. The job card must detail all of the steps taken during diagnosis and include the facts supporting the condition, including photographs. Other labour...
CBG CPO Maintenance Plan - 10/14/2011
... the dealer will benefit from the new maintenance plan; the customer will enjoy covered maintenance services while the dealer will see an increase in service department traffic, possibly leading to additional service revenue. ...
2011 Vehicle Tire Warranty - 09/19/2011
... the top, select Warranty Help Cards and you can download this table for free. 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...
Warranty Awareness - 03/10/2011
... warranty is understanding who carries what responsibility in the warranty process. Everyone in the service, parts and warranty administration departments plays an important role in the warranty process. Review the role of the service and parts advisors,...
Basic Documentation - 01/19/2011
... time for new ideas and fresh perspective. Making a New Year's resolution for your warranty and service departments can set a positive foundation for the year to come. There are many ways that one can attack the world of warranty administration to start...
Warranty Performance Analysis - Review of past three years - 12/24/2010
... review prior to claims submission. In any life transaction, be it buying a suit, or having a car serviced, the client and salesperson/service advisor both have certain expectations of each other. It is meeting those expectations that are part and parcel...
Customer Enthusiasm Repairs - 09/16/2010
... 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 care beyond the warranty...
Customer Satisfaction Recall 09237C - 08/10/2010
... date. The program has been updated to include a revision to the Parts Information 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...
A very sad audit - 10/13/2010
... and arrange to return the next week. He would be joined by the warranty audit manager, the local service representative and a retired service representative, and the audit would be expanded to encompass the full 12-month period ending with the date that...
What Really Needs to be Printed? - 12/24/2010
... printed and attached the repair bulletin used in performing vehicle repairs. Technicians and/or service advisors printed recall bulletins and attached them to the job card. Investigate Vehicle History (IVH) was printed on (almost) every vehicle that...
Safety Recall 10370A - 01/19/2011
... some cases, the driver safety belt buckles. This condition may affect up to 97,000 vehicles. The service procedure is specific for each individual model: both the driver and passenger seat belt buckles on the SRX require rework; the rework procedure...
... out the money. It is recommended that every dealership has a process in place to ensure all service agent owned vehicles get open recalls completed. The Field Action Inventory Reports link under Applications in GlobalConnect will list the vehicles...
Cross-Line Warranty - 07/29/2015
... vehicle may be performed at that dealership. When performing cross-line warranty repairs, service agents must determine if their technicians have the necessary training, tools, and parts. Additionally, service agents are prohibited from promoting...
August 2015 Recall Update - 07/29/2015
Safety Recall 09226C: Fuel Odor or Spotting on Ground: The service procedure section of the recall bulletin has been revised. If the technician determines that the fuel pump module requires replacement, dealers are also to replace the fuel tank and fuel...
Reject of the Month - 01/11/2016
... for restriction reason BT on VIN xxxx. Error 825: Labor code xxxxx is not covered by service contract or special coverage.Article 1.5 of the Service Policies & Procedures Manual states the following in regard to Voided Warranties and Branded...
Special Instructions: Recall 15240 - 02/02/2016
... of customer satisfaction. Dealers should submit a policy warranty transaction to cover this service. Depending on a dealer's self-authorization or empowerment level, this ZREG transaction type may require routing for GM authorization. Since lift gate...
Reject of the Month - 02/02/2016
... of a repair performed on a vehicle in the dealer's inventory. For example:On November 5, 2015, a service advisor opened a job card for the repair of the door locks on a 2015 Chevrolet Malibu. The technician found an internal short in the BCM causing...
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...
Details of the Cause and Correction - 05/24/2016
The Service P&P states the following in regards to what is required of the technician when it comes to documenting the cause of failure and what was done to correct that failure: The complete cause of the failure and a detailed correction as stated...
Global Warranty Management - 04/13/2010
The service department may have noticed a slight change in the Applicable Warranties section of the Investigate Vehicle History feature in comparison to GMVIS. While the applicable warranties section in GWM displays the warranty start/end date and effective/end...
Global Warranty Management User Manual - 01/06/2010
... to help with the warranty administration process. It may be to simply get more information on a service policy or to find out what a transaction type is within Global Warranty Management. The latest reference tool for the dealership is the GWM User Manual...
Special Policies Performed On Vehicles With No Special Policies - 04/27/2011
... the special policy terms or vehicles involved are made available in SI. If a customer comes in for service and their concern is outlined by a special coverage bulletin, the service agent may perform the needed repairs. When completed, the repair is submitted...
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...
Recall Completion - 06/30/2011
... whenever a vehicle subject to a product field action enters your vehicle inventory, or is at the Service Agent for service in the future, you must take the steps necessary to be sure the correction has been made before selling or releasing the vehicle....
No Open Recalls - 06/08/2011
... recalls on vehicles without open recalls. There are a few different scenarios that may prompt a service department to perform a recall when no open recall exists.The recall may have been previously performed and the part involved has failed. Depending...
Vehicle Modification and Warranty Repairs - 11/17/2011
... your technicians discover a modification or tampering situation, they must contact their service manager. The job card must detail all of the steps taken during diagnosis and include the facts supporting the condition, including photographs. Other labour...
CBG CPO Maintenance Plan - 10/14/2011
... the dealer will benefit from the new maintenance plan; the customer will enjoy covered maintenance services while the dealer will see an increase in service department traffic, possibly leading to additional service revenue. ...
2011 Vehicle Tire Warranty - 09/19/2011
... the top, select Warranty Help Cards and you can download this table for free. 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...
Warranty Awareness - 03/10/2011
... warranty is understanding who carries what responsibility in the warranty process. Everyone in the service, parts and warranty administration departments plays an important role in the warranty process. Review the role of the service and parts advisors,...
Basic Documentation - 01/19/2011
... time for new ideas and fresh perspective. Making a New Year's resolution for your warranty and service departments can set a positive foundation for the year to come. There are many ways that one can attack the world of warranty administration to start...
Warranty Performance Analysis - Review of past three years - 12/24/2010
... review prior to claims submission. In any life transaction, be it buying a suit, or having a car serviced, the client and salesperson/service advisor both have certain expectations of each other. It is meeting those expectations that are part and parcel...
Customer Enthusiasm Repairs - 09/16/2010
... 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 care beyond the warranty...
Customer Satisfaction Recall 09237C - 08/10/2010
... date. The program has been updated to include a revision to the Parts Information 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...
A very sad audit - 10/13/2010
... and arrange to return the next week. He would be joined by the warranty audit manager, the local service representative and a retired service representative, and the audit would be expanded to encompass the full 12-month period ending with the date that...
What Really Needs to be Printed? - 12/24/2010
... printed and attached the repair bulletin used in performing vehicle repairs. Technicians and/or service advisors printed recall bulletins and attached them to the job card. Investigate Vehicle History (IVH) was printed on (almost) every vehicle that...
Safety Recall 10370A - 01/19/2011
... some cases, the driver safety belt buckles. This condition may affect up to 97,000 vehicles. The service procedure is specific for each individual model: both the driver and passenger seat belt buckles on the SRX require rework; the rework procedure...
Safety Recall 10426D - 01/19/2011
... The recall has been updated due to an expansion in the vehicle population. Both the parts and service sections have also been updated. The most recent update addresses Step 9 of the service procedure which includes the inspection procedure to determine...
Recall/Campaign Review - 02/23/2011
... We know that reviewing and completing open 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...
Coolant Leak - 08/09/2011
... may be caused from a coolant surge tank hose, cap or tank leak or could be residual from a recent service. The service procedure contained within the bulletin advises the technician to first check for a leak or coolant residue. If a leak is found at...
GMPP CARES Goes Online - 09/19/2011
... online system sometime this fall. The web address is www.gmppcares.com. 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...
Empowerment Options - 08/09/2011
... Z7410 is used at submission with the dollar amount for the manufacturer recommended maintenance service entered in miscellaneous net.Option 3: Operation Z7920 is used to claim non-warranty expenses (i.e. lodging or meals) incurred by a customer as a...
October 2011 Recall Update - 10/14/2011
... for the remaining 50%. The special coverage policy has been updated to reflect an addition to the service procedure. A note has been added for the technician to ensure that the blue wires on the fuel sensor board are seated in the connector prior to...
Personal Property Damage - 06/30/2011
... costs. If the damage is too ingrained in the leather and the coat will have to be replaced, service management can reimburse the cost of purchasing a new coat as well. However, consider the age and overall condition of the coat before offering a full...
Summer Car Care Inspections - 04/27/2011
Summer is right around the corner and so is another opportunity to increase your service department's traffic and revenue. With warmer weather upon us and vacation season about to hit high gear, it is the perfect time to offer a Summer Car Care Inspection....
Missed Revenue - Parts Inventory - 02/04/2010
... to improve navigation on the icy, slippery roads. Another customer brought their vehicle in to the service department for a warranty repair on the driver's side window regulator; the window was very noisy going up and down. Yet another customer, an independent...
GWM: Program Information - 04/28/2016
... Program includes scheduled maintenance for a period of 2 years/24,000 miles, with a limit of two service events. The labor operation and reimbursement amount are included in the guide.The GM Dealership Policies, Procedures and Guides link within Quick...
Selecting the Correct Labor Operation - 04/08/2016
... customer concern should result in one repair line, unless otherwise directed by a service bulletin.If the customer has multiple concerns, those concerns should be written as separate lines on the job card. If those concerns have a different cause of...
Defective Parts - 03/01/2016
... from a gear or a discolored tail light lens, etc, is to be returned to GMCCA for credit. GM service agents are to submit an Application to Return Material via RAPID, or a PC 659 via mail for non-RAPID service agents. A warranty transaction is not to...
OEM, Reman Engine, and Automatic Transmission/Transaxle Identification - 01/11/2016
... how to find engine and automatic transmission/transaxle identification information for OEM built service engines, manufactured for GM engines, and re-manufactured for GM service engines. For component information on an original equipment engine, access...
Wheel Alignment Policy Updates - 10/23/2015
... Requirements, and Recommendations was updated significantly. The requirement of service manager approval for alignments between 500 and 7,500 miles has been eliminated. Additionally, the Wheel Alignment Job Card Questionnaire has been revised. The...
The Next Generation GlobalConnect: - 07/29/2015
... in the My Shortcuts area for warranty administration include: GWM, IVH/Consultant Dashboard, Service Main Page, SI, Field Action Information, Field Action Inventory Reports, Service Forms, and the Service Policy and Procedures Manual. Only those...
Sublet Repairs - 07/29/2015
... is a very high likelihood that the Warranty Support Center will deny payment and instruct the service agent to reduce the price to published time. To avoid this scenario, calculate what the job would pay if done at a dealership and inform the sublet...
Maintenance - 10/23/2015
The Included Maintenance Program applies to 2016 model year Chevrolet, Buick, and GMC vehicles. The program offers two service events within 24 months or 24,000 miles. This program has been very successful for dealers by encouraging customers to return...
Cadillac Recall 14352 - 08/05/2014
... them with a full vehicle detail for their 2015MY Escalade. The mailings began July 14, 2014. The services that are expected to be delivered in conjunction with the full vehicle detail must include the following:Interior: vacuum, shampoo/steam clean carpets,...
December 2014 Recall Update - 11/25/2014
... Buick Encore, Cadillac ATS four-door, and 2014 Cadillac CTS sedan (VIN A) vehicles that were serviced with a suspect part are involved in the recall to replace both front outboard lap belt pretensioners. There are approximately 48,000 vehicles involved....
Recall Status: Incomplete Remedy Not Yet Available - 10/03/2014
... publish all of the VINs associated with a Safety or Safety-related Non-Compliance Recall on a web service that is accessible from both the NHTSA ODI and GM Owner Center web sites. The publication requirement must be met within 24 hours of a notice of...
Waiving the Diagnostic Fee - 12/19/2014
... customer. They will direct the customer to the closest franchise dealership, after contacting the service manager of that dealership, and the technician will be paid up to 1 hour for their time involved in the diagnosis process. If the customer declines...
Related Documents - 12/19/2014
In 2010, GM published bulletin 10-00-89-016 to announce an enhancement to Service Information that would allow technicians to select the correct labour operation based on the repair procedure they used in SI. GM states in the Service P&P manual that...
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...
Aftermarket Engine Calibrations - 01/21/2015
... The bulletin outlines the Calibration Retrieval and Calibration Verification Procedures for all Service Agents, including those that are not required to call PQC for Powertrain/Drivetrain Assembly Replacement Authorization. Service Agents that are required...
Electronic Exchange - 01/28/2014
... GM vehicles, and also provides an update to the ESC information. Electronic products that are serviced by the Warranty and Goodwill Exchange Program include: radios, CD players, DVD players, night vision cameras, heads-up display, infotainment systems,...
... The recall has been updated due to an expansion in the vehicle population. Both the parts and service sections have also been updated. The most recent update addresses Step 9 of the service procedure which includes the inspection procedure to determine...
Recall/Campaign Review - 02/23/2011
... We know that reviewing and completing open 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...
Coolant Leak - 08/09/2011
... may be caused from a coolant surge tank hose, cap or tank leak or could be residual from a recent service. The service procedure contained within the bulletin advises the technician to first check for a leak or coolant residue. If a leak is found at...
GMPP CARES Goes Online - 09/19/2011
... online system sometime this fall. The web address is www.gmppcares.com. 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...
Empowerment Options - 08/09/2011
... Z7410 is used at submission with the dollar amount for the manufacturer recommended maintenance service entered in miscellaneous net.Option 3: Operation Z7920 is used to claim non-warranty expenses (i.e. lodging or meals) incurred by a customer as a...
October 2011 Recall Update - 10/14/2011
... for the remaining 50%. The special coverage policy has been updated to reflect an addition to the service procedure. A note has been added for the technician to ensure that the blue wires on the fuel sensor board are seated in the connector prior to...
Personal Property Damage - 06/30/2011
... costs. If the damage is too ingrained in the leather and the coat will have to be replaced, service management can reimburse the cost of purchasing a new coat as well. However, consider the age and overall condition of the coat before offering a full...
Summer Car Care Inspections - 04/27/2011
Summer is right around the corner and so is another opportunity to increase your service department's traffic and revenue. With warmer weather upon us and vacation season about to hit high gear, it is the perfect time to offer a Summer Car Care Inspection....
Missed Revenue - Parts Inventory - 02/04/2010
... to improve navigation on the icy, slippery roads. Another customer brought their vehicle in to the service department for a warranty repair on the driver's side window regulator; the window was very noisy going up and down. Yet another customer, an independent...
GWM: Program Information - 04/28/2016
... Program includes scheduled maintenance for a period of 2 years/24,000 miles, with a limit of two service events. The labor operation and reimbursement amount are included in the guide.The GM Dealership Policies, Procedures and Guides link within Quick...
Selecting the Correct Labor Operation - 04/08/2016
... customer concern should result in one repair line, unless otherwise directed by a service bulletin.If the customer has multiple concerns, those concerns should be written as separate lines on the job card. If those concerns have a different cause of...
Defective Parts - 03/01/2016
... from a gear or a discolored tail light lens, etc, is to be returned to GMCCA for credit. GM service agents are to submit an Application to Return Material via RAPID, or a PC 659 via mail for non-RAPID service agents. A warranty transaction is not to...
OEM, Reman Engine, and Automatic Transmission/Transaxle Identification - 01/11/2016
... how to find engine and automatic transmission/transaxle identification information for OEM built service engines, manufactured for GM engines, and re-manufactured for GM service engines. For component information on an original equipment engine, access...
Wheel Alignment Policy Updates - 10/23/2015
... Requirements, and Recommendations was updated significantly. The requirement of service manager approval for alignments between 500 and 7,500 miles has been eliminated. Additionally, the Wheel Alignment Job Card Questionnaire has been revised. The...
The Next Generation GlobalConnect: - 07/29/2015
... in the My Shortcuts area for warranty administration include: GWM, IVH/Consultant Dashboard, Service Main Page, SI, Field Action Information, Field Action Inventory Reports, Service Forms, and the Service Policy and Procedures Manual. Only those...
Sublet Repairs - 07/29/2015
... is a very high likelihood that the Warranty Support Center will deny payment and instruct the service agent to reduce the price to published time. To avoid this scenario, calculate what the job would pay if done at a dealership and inform the sublet...
Maintenance - 10/23/2015
The Included Maintenance Program applies to 2016 model year Chevrolet, Buick, and GMC vehicles. The program offers two service events within 24 months or 24,000 miles. This program has been very successful for dealers by encouraging customers to return...
Cadillac Recall 14352 - 08/05/2014
... them with a full vehicle detail for their 2015MY Escalade. The mailings began July 14, 2014. The services that are expected to be delivered in conjunction with the full vehicle detail must include the following:Interior: vacuum, shampoo/steam clean carpets,...
December 2014 Recall Update - 11/25/2014
... Buick Encore, Cadillac ATS four-door, and 2014 Cadillac CTS sedan (VIN A) vehicles that were serviced with a suspect part are involved in the recall to replace both front outboard lap belt pretensioners. There are approximately 48,000 vehicles involved....
Recall Status: Incomplete Remedy Not Yet Available - 10/03/2014
... publish all of the VINs associated with a Safety or Safety-related Non-Compliance Recall on a web service that is accessible from both the NHTSA ODI and GM Owner Center web sites. The publication requirement must be met within 24 hours of a notice of...
Waiving the Diagnostic Fee - 12/19/2014
... customer. They will direct the customer to the closest franchise dealership, after contacting the service manager of that dealership, and the technician will be paid up to 1 hour for their time involved in the diagnosis process. If the customer declines...
Related Documents - 12/19/2014
In 2010, GM published bulletin 10-00-89-016 to announce an enhancement to Service Information that would allow technicians to select the correct labour operation based on the repair procedure they used in SI. GM states in the Service P&P manual that...
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...
Aftermarket Engine Calibrations - 01/21/2015
... The bulletin outlines the Calibration Retrieval and Calibration Verification Procedures for all Service Agents, including those that are not required to call PQC for Powertrain/Drivetrain Assembly Replacement Authorization. Service Agents that are required...
Electronic Exchange - 01/28/2014
... GM vehicles, and also provides an update to the ESC information. Electronic products that are serviced by the Warranty and Goodwill Exchange Program include: radios, CD players, DVD players, night vision cameras, heads-up display, infotainment systems,...
Filing - 06/06/2014
... and your dealership accounting office requires invoices to balance their schedules, but most service agents print out and attach to a job card much more paper than is necessary. GM requires job cards to be available for review 24 months from the...
Submitting a Transportation Transaction - 07/01/2014
... correct the error and there is a strong likelihood that the transaction will not get paid. If the service agent changes the damage code after the fact to align with the labour operation, the transaction will initially pay, but will most likely be debited...
Limited Warranty Coverage At-A-Glance - 03/08/2012
... link, detailed by GVWR, gas/diesel, Federal/California. Log onto GM GlobalConnect to access the Service Workbench, Reports and Tools, P&P Manuals and other Service/Parts Publications. The link to the coverage matrix is available within the publi...
Claims Automated Response Entry System Telephone Line - 04/13/2012
... for each.If you have questions regarding CARES Online contact your Account Manager, Account Service Representative or the Mechanical Service Center at 1.800.631.5590. ...
New Administrative Allowance - 06/06/2012
... 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 check to the customer. This information is published in the...
Cores - 06/06/2012
... has been revised to require the return of all warranty cores.As stated in the May update of the Service Policies and Procedures Manual, all warranty cores (except ESC parts) must be retained until the receipt of the transaction summary showing payment....
GWM and GMPP - 05/02/2012
... is required in connection with the repair of a covered part, GMPP will not pay for any maintenance service or part required to be performed or replaced as recommended by the vehicle manufacturer's maintenance schedule. This includes engine tune-up, drive...
Remanufactured and Refurbished Parts Disclosure - 12/15/2011
... explain the policies for remanufactured or refurbished parts:Remanufactured parts meet GM approved service part requirements and are made from previously used components in a process that involves disassembly, inspection, cleaning, update of software...
Part Return Program - 12/15/2011
... essential process that leads to better vehicle 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...
Transmission Internal Repair Clock Time Changes - 01/19/2012
... repair. The total time clocked reflects what can be claimed as OLH, provided it is approved by service management. OLH over 2 hours, for most dealers, will require GM authorization. If the transmission cannot be repaired and replacement is the best...
Powertrain Warranty - 02/07/2012
... coverage is beginning to expire for 2007 model year vehicles. It would be advantageous to remind service advisors to verify the warranty end date in IVH and to not rely solely on the mileage at the time of write up.GM has stated in the past that with...
Branded Titles and Special Coverage - 08/30/2012
... DBC. Once the information is verified, the DBC will take the steps necessary to update IVH. The service agent can complete the repair once the information is updated in IVH. Always make sure the condition has been verified and the vehicle is within the...
Fluid and Air Conditioning Leak Analysis - 12/09/2013
... to the naked eye, but sometimes there is extra effort involved in finding the source of the leak.Service Information has a section titled "Oil Leak Diagnosis" which lists various steps in determining the source of an oil leak and "Coolant System Leak...
Customer Concern Not Duplicated - 10/01/2013
... operation, 0.1-0.3 hours- New and/or used inventory vehicles are not eligible - Service management approval is required on the job card- CCND operations may not be used in conjunction with a repair labour operation from the same group...
Part Number Requests - 09/04/2013
... comes to their vehicle; to visit the dealership, to go to an independent facility, or utilize the service of a "backyard technician". To be the number one choice it is imperative that the dealership is providing timely, accurate and honest information....
PQC Assembly Replacement - 09/04/2013
... or transfer case assembly• PQC contact is required for any current restrictions or exchanges• Service agents that are required to contact the PQC for engine, transmission and/or transfer case assembly replacement authorization will be notified•...
PQC Contact Requirements - 07/03/2013
... form and the Repair/Replace Cost Comparison worksheets are available in GlobalConnect in the Service Workbench under Service Forms. The latest version of the PQC Assembly Replacement Process Bulletin (02-07-30-029) is also available in that location. These...
Certified Elite Criteria Update - 05/14/2013
... or higher (NEW)Dealership Parts Loyalty-83% or higher (NEW)Repeat Repairs-3% or less (NEW)Service Training Standards-100% or aboveDealership Service Web Leads Closure-65% or higher (NEW)To achieve Certified Elite status, dealers must meet all of the...
Cadillac Vehicle Update - 05/14/2013
... the receipt to the job card.Wash and vacuum the vehicle; up to $10. Attach the receipt when the service is performed off site of the dealership.Porter assistance of up to $15 when the dealership provides concierge service; picking up and re-delivering...
Policy Update - 03/11/2013
... in Section 1.6.2.11, which states, "A technician may only be clocked on to one vehicle per service event," for repairs performed under this Customer Satisfaction Program.This policy modification will allow a technician to update multiple vehicles at...
Reject of the Month - 03/11/2013
... cover per bulletin 12-06-04-003. The claim was submitted with the unique labour operation from the service bulletin, J7949, with the following part charged out:GM Part Number: 19300180SENSOR KIT,THROT POSN The job card also contained a two day rental...
2017 MY Cadillac Premium Care Maintenance - 07/28/2016
... on GlobalConnect in the Dealership Policies, Procedures, and Manuals section. As always, covered services include: oil changes, tire rotations, engine air cleaner filter replacement, passenger compartment air filter replacement, and MPVI. Additionally:The...
June 2016 Recall Update - 05/24/2016
... fan relay from the Underhood Bussed Electrical Center (UBEC), and add the Forward Lamp Harness Service Kit with a 50 amp relay. Special Coverage 15643: Airbag Light On: Approximately 215,000 vehicles are involved in the recall that addresses a...
GM Owner Center - Recall Search - 05/24/2016
... unavailability of these systems during this time for those dealerships with Saturday and/or Sunday service hours provided a challenge. Where can you go to go to view a vehicle's recall information when there is no access to IVH or GWM? During that time,...
GlobalConnect Shortcuts - 08/23/2016
... panel, access the App Center page and click the "Delete from My Shortcuts" button. Common apps for Service Personnel and Warranty Administrators include: Consultant Dashboard, GWM, IVH, SI, Dealer Aftersales Empowerment, Service Policy and Procedures...
... and your dealership accounting office requires invoices to balance their schedules, but most service agents print out and attach to a job card much more paper than is necessary. GM requires job cards to be available for review 24 months from the...
Submitting a Transportation Transaction - 07/01/2014
... correct the error and there is a strong likelihood that the transaction will not get paid. If the service agent changes the damage code after the fact to align with the labour operation, the transaction will initially pay, but will most likely be debited...
Limited Warranty Coverage At-A-Glance - 03/08/2012
... link, detailed by GVWR, gas/diesel, Federal/California. Log onto GM GlobalConnect to access the Service Workbench, Reports and Tools, P&P Manuals and other Service/Parts Publications. The link to the coverage matrix is available within the publi...
Claims Automated Response Entry System Telephone Line - 04/13/2012
... for each.If you have questions regarding CARES Online contact your Account Manager, Account Service Representative or the Mechanical Service Center at 1.800.631.5590. ...
New Administrative Allowance - 06/06/2012
... 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 check to the customer. This information is published in the...
Cores - 06/06/2012
... has been revised to require the return of all warranty cores.As stated in the May update of the Service Policies and Procedures Manual, all warranty cores (except ESC parts) must be retained until the receipt of the transaction summary showing payment....
GWM and GMPP - 05/02/2012
... is required in connection with the repair of a covered part, GMPP will not pay for any maintenance service or part required to be performed or replaced as recommended by the vehicle manufacturer's maintenance schedule. This includes engine tune-up, drive...
Remanufactured and Refurbished Parts Disclosure - 12/15/2011
... explain the policies for remanufactured or refurbished parts:Remanufactured parts meet GM approved service part requirements and are made from previously used components in a process that involves disassembly, inspection, cleaning, update of software...
Part Return Program - 12/15/2011
... essential process that leads to better vehicle 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...
Transmission Internal Repair Clock Time Changes - 01/19/2012
... repair. The total time clocked reflects what can be claimed as OLH, provided it is approved by service management. OLH over 2 hours, for most dealers, will require GM authorization. If the transmission cannot be repaired and replacement is the best...
Powertrain Warranty - 02/07/2012
... coverage is beginning to expire for 2007 model year vehicles. It would be advantageous to remind service advisors to verify the warranty end date in IVH and to not rely solely on the mileage at the time of write up.GM has stated in the past that with...
Branded Titles and Special Coverage - 08/30/2012
... DBC. Once the information is verified, the DBC will take the steps necessary to update IVH. The service agent can complete the repair once the information is updated in IVH. Always make sure the condition has been verified and the vehicle is within the...
Fluid and Air Conditioning Leak Analysis - 12/09/2013
... to the naked eye, but sometimes there is extra effort involved in finding the source of the leak.Service Information has a section titled "Oil Leak Diagnosis" which lists various steps in determining the source of an oil leak and "Coolant System Leak...
Customer Concern Not Duplicated - 10/01/2013
... operation, 0.1-0.3 hours- New and/or used inventory vehicles are not eligible - Service management approval is required on the job card- CCND operations may not be used in conjunction with a repair labour operation from the same group...
Part Number Requests - 09/04/2013
... comes to their vehicle; to visit the dealership, to go to an independent facility, or utilize the service of a "backyard technician". To be the number one choice it is imperative that the dealership is providing timely, accurate and honest information....
PQC Assembly Replacement - 09/04/2013
... or transfer case assembly• PQC contact is required for any current restrictions or exchanges• Service agents that are required to contact the PQC for engine, transmission and/or transfer case assembly replacement authorization will be notified•...
PQC Contact Requirements - 07/03/2013
... form and the Repair/Replace Cost Comparison worksheets are available in GlobalConnect in the Service Workbench under Service Forms. The latest version of the PQC Assembly Replacement Process Bulletin (02-07-30-029) is also available in that location. These...
Certified Elite Criteria Update - 05/14/2013
... or higher (NEW)Dealership Parts Loyalty-83% or higher (NEW)Repeat Repairs-3% or less (NEW)Service Training Standards-100% or aboveDealership Service Web Leads Closure-65% or higher (NEW)To achieve Certified Elite status, dealers must meet all of the...
Cadillac Vehicle Update - 05/14/2013
... the receipt to the job card.Wash and vacuum the vehicle; up to $10. Attach the receipt when the service is performed off site of the dealership.Porter assistance of up to $15 when the dealership provides concierge service; picking up and re-delivering...
Policy Update - 03/11/2013
... in Section 1.6.2.11, which states, "A technician may only be clocked on to one vehicle per service event," for repairs performed under this Customer Satisfaction Program.This policy modification will allow a technician to update multiple vehicles at...
Reject of the Month - 03/11/2013
... cover per bulletin 12-06-04-003. The claim was submitted with the unique labour operation from the service bulletin, J7949, with the following part charged out:GM Part Number: 19300180SENSOR KIT,THROT POSN The job card also contained a two day rental...
2017 MY Cadillac Premium Care Maintenance - 07/28/2016
... on GlobalConnect in the Dealership Policies, Procedures, and Manuals section. As always, covered services include: oil changes, tire rotations, engine air cleaner filter replacement, passenger compartment air filter replacement, and MPVI. Additionally:The...
June 2016 Recall Update - 05/24/2016
... fan relay from the Underhood Bussed Electrical Center (UBEC), and add the Forward Lamp Harness Service Kit with a 50 amp relay. Special Coverage 15643: Airbag Light On: Approximately 215,000 vehicles are involved in the recall that addresses a...
GM Owner Center - Recall Search - 05/24/2016
... unavailability of these systems during this time for those dealerships with Saturday and/or Sunday service hours provided a challenge. Where can you go to go to view a vehicle's recall information when there is no access to IVH or GWM? During that time,...
GlobalConnect Shortcuts - 08/23/2016
... panel, access the App Center page and click the "Delete from My Shortcuts" button. Common apps for Service Personnel and Warranty Administrators include: Consultant Dashboard, GWM, IVH, SI, Dealer Aftersales Empowerment, Service Policy and Procedures...
Required Operating Procedures - Engine/Transmission Assemblies - 06/19/2017
When a complete transmission/engine assembly is replaced, ALL service agents are required to complete the Cost Comparison Worksheet for Assembly Repair vs. Replacement prior to performing the repair. The worksheet must be attached to the job card. The...
Prepare and Submit a Transaction - 02/17/2017
... customer concern should result in one repair line, unless otherwise directed by a service bulletin. If the customer has multiple concerns, those concerns should be written as separate lines on the job card. If those concerns have a different cause of...
OnStar Go - 12/21/2016
... quarter of 2017 and will be available in more than 2 million vehicles by the end of the year. The service itself is free, but users will need a data plan through their vehicle’s built-in 4G LTE modem. The success of the service will depend on GM’s...
Drive to Succeed - 12/21/2016
... scholarships to young women who wish to pursue careers in dealerships, including the parts and service departments. The Drive to Succeed scholarship program is open to female students looking for careers in any dealership department. The program began...
July 2017 Recall Update - 06/19/2017
... in the warranty transaction information section to replace the fuel pump, and to update the service procedure. The bulletin affects certain 2010-2011 Buick LaCrosse, Chevrolet Equinox, GMC Terrain, and 2011 Buick Regal vehicles equipped with a 2.4L engine. Safety...
More Than Three Days Rental - 10/24/2017
... are claiming rental beyond three days, even when it is 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...
Branded Titles and Warranty Blocks - 12/21/2017
... that result in warranty blocks for all automobile manufacturers. Prior to creating a job card, service advisors must investigate the vehicle history; one very important part of the report that must be looked at is the Branded Title and Warranty Block...
Option A or C Labor Rate - 11/21/2017
Option A allows the service agent to receive retail reimbursement for labor provided in connection with performing warranty work. Option C allows a service agent to receive an annual minimum increase of 2.5% to its established warranty labor rate, while...
May 2018 Recall Update - 04/23/2018
... updated to add additional detail to the parts section and to provide a caution statement in the service procedure. Dealers are to only replace the Passenger Presence Module if it is non-functional. The recall affects certain 2006-2010 Pontiac Solstice...
DTC P2463 - 06/25/2018
Technical Service Bulletin 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...
The Cause of Failure - 03/26/2018
... points taken from the GM Policies and Procedures Manual that represents key GM requirements for service operations. The eight points in this bulletin are always looked at during an audit so adherence to these policies is critically important. Below is...
Spring Clean Up - 02/20/2018
... are already doing on a daily basis overwhelm you? We can help! We offer a Warranty Claims Clean-Up Service that provides a solution for Warranty Administration Program members to effectively reconcile their warranty schedule. The service provides peace...
End of Year - 10/27/2020
... vehicles are debuting and dealers are planning the end of financial year data. To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule should be current (all transactions over 30 days should be...
GM Authorization - 02/25/2021
... over $250.00 must be submitted with GM authorization. A copy of the job card showing the service management’s approval (signature/initials, date, time, and detailed explanation supporting the repair is not a shop comeback) must be attached to the...
Employee Discount Program - 09/22/2020
All active and retired employees, and former salary employees with 5 or more years of cumulative service and widows/widowers of former salary employees with 5 or more years of cumulative service are eligible participants in the program. The program is...
Electronic Products - 03/27/2020
... been updated to include the 2019-20 model years. The update also includes the following Battery Service Center (BSC) components: Bolt EV batteries, Malibu Hybrid Batteries, CT6 (Plug-in) Batteries, and ELR Batteries. It is important to note that some...
Used Parts - 01/21/2019
Used parts may not be used when performing warranty or policy repairs, field actions, or any other service or repair paid for by GM.
Variable Diagnostic Time Explained - 09/25/2018
... for either diagnosis time or OLH unless the extenuating circumstance is documented and approved by service management. If a technician reaches an hour clock time and still hasn’t made a diagnosis, they must clock off diagnosis time and clock...
Policy Decisions, PET, & Management Authorization - 05/29/2019
Service management must authorize all Policy Decisions. Completion of the PET does not take the place of management authorization on the job card.
Data Analysis - 06/26/2019
... expense to expect from an individual dealer based on their volume and the vehicle types they service. When the dealer exceeds the expected expenses, that excess represents potential warranty management issues. GM analyzes the following warranty...
Reject of the Month - November 2023 - 10/25/2023
... the LPO black emblem and found that there was a paint defect underneath. The technician and service manager verified that there was a paint peeling condition at the Tahoe emblem on the liftgate. To address the condition the body shop removed the...
Published Base Time Does Not Require Clock Time - 08/29/2023
... on timely repairs. This effort is designed to help attract and retain top talent in GM dealer service departments. The announcement also highlighted the situations where the technician must have a clock time: Claims utilizing non-GM LTG hours Variable...
Job Card Requirements at Write Up - 04/25/2023
Service Policies and Procedures Article 6.2.1 references SAVI requirement, vehicle must be scanned with SAVI or approved Dongle device at the time the repair order is opened.
Dealer Empowerment - 03/23/2024
... 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 that are currently available. As...
GM Authorization - 02/26/2024
... is preventing payment. Remember, if there is a dealer correctable error on the transaction, the service agent will not be able to submit the transaction for GM Authorization. Tip: Dealer correctable error codes are typically accompanied by error...
When a complete transmission/engine assembly is replaced, ALL service agents are required to complete the Cost Comparison Worksheet for Assembly Repair vs. Replacement prior to performing the repair. The worksheet must be attached to the job card. The...
Prepare and Submit a Transaction - 02/17/2017
... customer concern should result in one repair line, unless otherwise directed by a service bulletin. If the customer has multiple concerns, those concerns should be written as separate lines on the job card. If those concerns have a different cause of...
OnStar Go - 12/21/2016
... quarter of 2017 and will be available in more than 2 million vehicles by the end of the year. The service itself is free, but users will need a data plan through their vehicle’s built-in 4G LTE modem. The success of the service will depend on GM’s...
Drive to Succeed - 12/21/2016
... scholarships to young women who wish to pursue careers in dealerships, including the parts and service departments. The Drive to Succeed scholarship program is open to female students looking for careers in any dealership department. The program began...
July 2017 Recall Update - 06/19/2017
... in the warranty transaction information section to replace the fuel pump, and to update the service procedure. The bulletin affects certain 2010-2011 Buick LaCrosse, Chevrolet Equinox, GMC Terrain, and 2011 Buick Regal vehicles equipped with a 2.4L engine. Safety...
More Than Three Days Rental - 10/24/2017
... are claiming rental beyond three days, even when it is 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...
Branded Titles and Warranty Blocks - 12/21/2017
... that result in warranty blocks for all automobile manufacturers. Prior to creating a job card, service advisors must investigate the vehicle history; one very important part of the report that must be looked at is the Branded Title and Warranty Block...
Option A or C Labor Rate - 11/21/2017
Option A allows the service agent to receive retail reimbursement for labor provided in connection with performing warranty work. Option C allows a service agent to receive an annual minimum increase of 2.5% to its established warranty labor rate, while...
May 2018 Recall Update - 04/23/2018
... updated to add additional detail to the parts section and to provide a caution statement in the service procedure. Dealers are to only replace the Passenger Presence Module if it is non-functional. The recall affects certain 2006-2010 Pontiac Solstice...
DTC P2463 - 06/25/2018
Technical Service Bulletin 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...
The Cause of Failure - 03/26/2018
... points taken from the GM Policies and Procedures Manual that represents key GM requirements for service operations. The eight points in this bulletin are always looked at during an audit so adherence to these policies is critically important. Below is...
Spring Clean Up - 02/20/2018
... are already doing on a daily basis overwhelm you? We can help! We offer a Warranty Claims Clean-Up Service that provides a solution for Warranty Administration Program members to effectively reconcile their warranty schedule. The service provides peace...
End of Year - 10/27/2020
... vehicles are debuting and dealers are planning the end of financial year data. To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule should be current (all transactions over 30 days should be...
GM Authorization - 02/25/2021
... over $250.00 must be submitted with GM authorization. A copy of the job card showing the service management’s approval (signature/initials, date, time, and detailed explanation supporting the repair is not a shop comeback) must be attached to the...
Employee Discount Program - 09/22/2020
All active and retired employees, and former salary employees with 5 or more years of cumulative service and widows/widowers of former salary employees with 5 or more years of cumulative service are eligible participants in the program. The program is...
Electronic Products - 03/27/2020
... been updated to include the 2019-20 model years. The update also includes the following Battery Service Center (BSC) components: Bolt EV batteries, Malibu Hybrid Batteries, CT6 (Plug-in) Batteries, and ELR Batteries. It is important to note that some...
Used Parts - 01/21/2019
Used parts may not be used when performing warranty or policy repairs, field actions, or any other service or repair paid for by GM.
Variable Diagnostic Time Explained - 09/25/2018
... for either diagnosis time or OLH unless the extenuating circumstance is documented and approved by service management. If a technician reaches an hour clock time and still hasn’t made a diagnosis, they must clock off diagnosis time and clock...
Policy Decisions, PET, & Management Authorization - 05/29/2019
Service management must authorize all Policy Decisions. Completion of the PET does not take the place of management authorization on the job card.
Data Analysis - 06/26/2019
... expense to expect from an individual dealer based on their volume and the vehicle types they service. When the dealer exceeds the expected expenses, that excess represents potential warranty management issues. GM analyzes the following warranty...
Reject of the Month - November 2023 - 10/25/2023
... the LPO black emblem and found that there was a paint defect underneath. The technician and service manager verified that there was a paint peeling condition at the Tahoe emblem on the liftgate. To address the condition the body shop removed the...
Published Base Time Does Not Require Clock Time - 08/29/2023
... on timely repairs. This effort is designed to help attract and retain top talent in GM dealer service departments. The announcement also highlighted the situations where the technician must have a clock time: Claims utilizing non-GM LTG hours Variable...
Job Card Requirements at Write Up - 04/25/2023
Service Policies and Procedures Article 6.2.1 references SAVI requirement, vehicle must be scanned with SAVI or approved Dongle device at the time the repair order is opened.
Dealer Empowerment - 03/23/2024
... 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 that are currently available. As...
GM Authorization - 02/26/2024
... is preventing payment. Remember, if there is a dealer correctable error on the transaction, the service agent will not be able to submit the transaction for GM Authorization. Tip: Dealer correctable error codes are typically accompanied by error...
Enhancements - 10/28/2022
... based on dealer feedback, with updates that took place in October. Warranty administrators, service managers, and the service team will all benefit from the improved features and functionality. Users now have the ability to hover over Special Coverages...
Major Transmission Repairs - 05/25/2022
... and supported by technician comments. Neither standard add time or diagnosis add time require service management approval. For difficult transmission repairs that exceed both the add time allowance and the diagnosis allowance, OLH is still available...
OLH Empowerment - 07/27/2022
... (complete at least 95% of ZREG and ZFAT warranty transactions within 5 days) evaluates your service department’s performance and overall achievement in Service Training Standards to reward you with your specific level of self-authorization. Dealers...
February 2021 Recall Update - 01/27/2021
... Satisfaction Recall N202310850-02 Airbag Indicator Light Intermittent: The service procedure and part ordering information have been updated with the latest bulletin release. Certain 2021 Cadillac Escalade, Escalade ESV, Chevrolet Suburban, Tahoe, GMC...
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...
Certified Pre-Owned Labor Operations That Require Pre-Approval - 10/01/2021
... labor ops can be found on the CPO app in GlobalConnect. Use the convenient search box to enter a service labor time code or a description of the service. If you believe one of these components failed due to a manufacturer’s defect and should be...
February 2022 Recall Update - 01/27/2022
Emission Recall N202312031 Engine Control Module CVN Reporting: Involved vehicles were previously included with Service Update Bulletin N202312030 and have been moved to N202312031. Certain 2018 Buick LaCrosse vehicles equipped with a 2.5L 4 cyl gas engine...
Corvette First Maintenance - 01/27/2022
... for owners of the 2020 and newer Chevrolet Corvette (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,...
GMPP Transactions - 10/01/2021
The process for submitting GMPP claims has recently changed. GMPP was a GM associated service contract that is no longer being sold, but there are existing service contracts still in effect. ZSCT is the transaction type used to submit a GMPP claim and...
Fuel Reimbursement - 07/27/2021
... without a lot of options for transportation when leaving their vehicles at your dealership for service. The Courtesy Transportation Program offers four options for transportation: Rentals, Shuttles, Public Transportation, and Fuel Reimbursement. The...
June 2021 Recall Update - 05/26/2021
Special Coverage 18226-01 Overheating of Fuel Relay or Motor Terminal: The bulletin has been revised to include a service procedure update. The special coverage affects certain 2008-11 Buick Lucerne and 2009-11 Cadillac DTS vehicles. Customer Satisfaction...
Servicing EV Models - 06/20/2022
To be eligible to service Chevrolet Hybrid/Electric Models, dealers must have in place a current executed Chevrolet Hybrid/Electric Models Participation Agreement and have completed all required training and maintain all required tools and equipment....
Part Return Notification - 07/27/2022
The Part Return Process was developed to facilitate movement of parts from the service agent to GM. The process normally involves sending the parts to the Warranty Parts Center. In some cases, parts may be shipped directly to an engineering facility or...
Warranty Resource Center - 04/26/2022
... to a couple frequently used sites within GlobalConnect including Global Warranty Management and Service Information. There are six tiles on the center’s home page, each containing a wealth of information, including, Policies, Procedures and...
May 2022 Recall Update - 04/26/2022
... Rear Suspension Toe Link May Break: The recall bulletin has been updated to include a revised service procedure. The program affects certain 2010-13 Buick LaCrosse, 2012-13 Regal, and 2013 Chevrolet Malibu vehicles. Safety Recall N212351030-01 Rear Drive...
March 2022 Recall Update - 02/23/2022
... Satisfaction Recall N212338770 High Severity Fleet Transmission Torque Converter Proactive Service to Prevent Potential Failure: Approximately 474 vehicles are involved in the recall that is in effect until February 28, 2023. Certain 2016-20 full size...
Job Card Final Closeout - 03/28/2022
There are times when service advisors wish to reprint a job card. The most common reason is that they need to add a line or lines to the job card and they want the technician to have a copy that shows all the lines. If you reprint a job card, you must...
GM Authorization - 02/28/2023
... is preventing payment. Remember, if there is a dealer correctable error on the transaction, the service agent will not be able to submit the transaction for GM Authorization. Tip: Dealer correctable error codes are typically accompanied by error...
OLH Self-Empowerment Levels - 02/28/2023
LH self-empowerment levels: Many dealers have had the opportunity to work with their District Service Manager (DSM) on their 95/5 performance, review current 95/5 metrics and may have also received notification of an update to OLH empowerment. The most...
Important Updates - 12/26/2023
... process will remain the same; components are ordered through GM’s authorized Electronic Service Centers (ESC’s). Additionally, all orders must be for an existing VIN requiring service, and when necessary, orders must be pre-approved through...
Bulletin Updates - 05/23/2023
... The ESC components listed are available for exchange through a GM authorized Electronic Service Center or Battery Service Center. The example reference information listed within the Exchange Components on Restriction-TAC Approval Required section has...
Reconditioning Used Vehicles - 05/23/2023
Warranty repairs may be performed on dealer-owned used vehicles. These repairs must be approved by service management and that approval, signature/initials, date, time, and an explanation that includes describing how the defect on the vehicle was discovered,...
CSMT App - 08/29/2023
... Field Product Reporting (FPR), Replacement Parts Traceability (RPT), Parts Photo Return (PPR), Service Workbench, and Recall Inbox for field action notifications. Pre-Repair Authorization Process (PRA): The PRA process uses the CSMT app to submit an...
Add On Repair Report - 09/25/2023
... cards with add on repair lines are frequently included in Electronic Warranty Reviews by GM Audit Services. With the most common deviations: no/incomplete service management authorization or missing customer approval to proceed with the add-on repair. Service...
Pre-Delivery Inspection Processes - 07/30/2019
... done at the dealership; they cannot be a sublet repair. PDI forms must be completed and both the service manager and the technician performing the inspection must sign and date the form. The forms are found in GM GlobalConnect under the Service Department...
... based on dealer feedback, with updates that took place in October. Warranty administrators, service managers, and the service team will all benefit from the improved features and functionality. Users now have the ability to hover over Special Coverages...
Major Transmission Repairs - 05/25/2022
... and supported by technician comments. Neither standard add time or diagnosis add time require service management approval. For difficult transmission repairs that exceed both the add time allowance and the diagnosis allowance, OLH is still available...
OLH Empowerment - 07/27/2022
... (complete at least 95% of ZREG and ZFAT warranty transactions within 5 days) evaluates your service department’s performance and overall achievement in Service Training Standards to reward you with your specific level of self-authorization. Dealers...
February 2021 Recall Update - 01/27/2021
... Satisfaction Recall N202310850-02 Airbag Indicator Light Intermittent: The service procedure and part ordering information have been updated with the latest bulletin release. Certain 2021 Cadillac Escalade, Escalade ESV, Chevrolet Suburban, Tahoe, GMC...
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...
Certified Pre-Owned Labor Operations That Require Pre-Approval - 10/01/2021
... labor ops can be found on the CPO app in GlobalConnect. Use the convenient search box to enter a service labor time code or a description of the service. If you believe one of these components failed due to a manufacturer’s defect and should be...
February 2022 Recall Update - 01/27/2022
Emission Recall N202312031 Engine Control Module CVN Reporting: Involved vehicles were previously included with Service Update Bulletin N202312030 and have been moved to N202312031. Certain 2018 Buick LaCrosse vehicles equipped with a 2.5L 4 cyl gas engine...
Corvette First Maintenance - 01/27/2022
... for owners of the 2020 and newer Chevrolet Corvette (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,...
GMPP Transactions - 10/01/2021
The process for submitting GMPP claims has recently changed. GMPP was a GM associated service contract that is no longer being sold, but there are existing service contracts still in effect. ZSCT is the transaction type used to submit a GMPP claim and...
Fuel Reimbursement - 07/27/2021
... without a lot of options for transportation when leaving their vehicles at your dealership for service. The Courtesy Transportation Program offers four options for transportation: Rentals, Shuttles, Public Transportation, and Fuel Reimbursement. The...
June 2021 Recall Update - 05/26/2021
Special Coverage 18226-01 Overheating of Fuel Relay or Motor Terminal: The bulletin has been revised to include a service procedure update. The special coverage affects certain 2008-11 Buick Lucerne and 2009-11 Cadillac DTS vehicles. Customer Satisfaction...
Servicing EV Models - 06/20/2022
To be eligible to service Chevrolet Hybrid/Electric Models, dealers must have in place a current executed Chevrolet Hybrid/Electric Models Participation Agreement and have completed all required training and maintain all required tools and equipment....
Part Return Notification - 07/27/2022
The Part Return Process was developed to facilitate movement of parts from the service agent to GM. The process normally involves sending the parts to the Warranty Parts Center. In some cases, parts may be shipped directly to an engineering facility or...
Warranty Resource Center - 04/26/2022
... to a couple frequently used sites within GlobalConnect including Global Warranty Management and Service Information. There are six tiles on the center’s home page, each containing a wealth of information, including, Policies, Procedures and...
May 2022 Recall Update - 04/26/2022
... Rear Suspension Toe Link May Break: The recall bulletin has been updated to include a revised service procedure. The program affects certain 2010-13 Buick LaCrosse, 2012-13 Regal, and 2013 Chevrolet Malibu vehicles. Safety Recall N212351030-01 Rear Drive...
March 2022 Recall Update - 02/23/2022
... Satisfaction Recall N212338770 High Severity Fleet Transmission Torque Converter Proactive Service to Prevent Potential Failure: Approximately 474 vehicles are involved in the recall that is in effect until February 28, 2023. Certain 2016-20 full size...
Job Card Final Closeout - 03/28/2022
There are times when service advisors wish to reprint a job card. The most common reason is that they need to add a line or lines to the job card and they want the technician to have a copy that shows all the lines. If you reprint a job card, you must...
GM Authorization - 02/28/2023
... is preventing payment. Remember, if there is a dealer correctable error on the transaction, the service agent will not be able to submit the transaction for GM Authorization. Tip: Dealer correctable error codes are typically accompanied by error...
OLH Self-Empowerment Levels - 02/28/2023
LH self-empowerment levels: Many dealers have had the opportunity to work with their District Service Manager (DSM) on their 95/5 performance, review current 95/5 metrics and may have also received notification of an update to OLH empowerment. The most...
Important Updates - 12/26/2023
... process will remain the same; components are ordered through GM’s authorized Electronic Service Centers (ESC’s). Additionally, all orders must be for an existing VIN requiring service, and when necessary, orders must be pre-approved through...
Bulletin Updates - 05/23/2023
... The ESC components listed are available for exchange through a GM authorized Electronic Service Center or Battery Service Center. The example reference information listed within the Exchange Components on Restriction-TAC Approval Required section has...
Reconditioning Used Vehicles - 05/23/2023
Warranty repairs may be performed on dealer-owned used vehicles. These repairs must be approved by service management and that approval, signature/initials, date, time, and an explanation that includes describing how the defect on the vehicle was discovered,...
CSMT App - 08/29/2023
... Field Product Reporting (FPR), Replacement Parts Traceability (RPT), Parts Photo Return (PPR), Service Workbench, and Recall Inbox for field action notifications. Pre-Repair Authorization Process (PRA): The PRA process uses the CSMT app to submit an...
Add On Repair Report - 09/25/2023
... cards with add on repair lines are frequently included in Electronic Warranty Reviews by GM Audit Services. With the most common deviations: no/incomplete service management authorization or missing customer approval to proceed with the add-on repair. Service...
Pre-Delivery Inspection Processes - 07/30/2019
... done at the dealership; they cannot be a sublet repair. PDI forms must be completed and both the service manager and the technician performing the inspection must sign and date the form. The forms are found in GM GlobalConnect under the Service Department...
Special Coverage Policy Repairs - 08/27/2019
... 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 coverage bulletin. The letter also states that diagnosis or repair...
Error Codes - 09/24/2019
... to announcing the launch, the Global Message also contains a few resources designed to help the service department prevent and/or correct the error. The first version of “Handling Error Code 852 – A Guide for Warranty Administrators”...
Pre-Repair Authorization - 03/26/2019
... 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 operation 8060400...
Policy Evaluation Tool Requirements - 04/22/2019
... the results of the PET were not as favorable to the customer as the customer would have liked and service management agrees to request more assistance from the DMA. If approved by the DMA, service management can charge the customer a lesser amount than...
Cadillac First Maintenance Visit - 08/20/2018
... include an oil change, tire rotation, and MPVI. Labor operation 0600503 is used for the oil change service and 0600513 is used for the tire rotation service. The oil life percent remaining must be documented on the job card. Download the latest Cadillac...
November 2018 Recall Update - 10/24/2018
... 2500/3500 HD, GMC Sierra 2500/3500 HD trucks, Chevrolet Tahoe PPV, Chevrolet Tahoe Special Service, and 2016 Chevrolet Silverado Crew Cab LD Special Services trucks are involved. Special Coverage 18287: Blocked Exhaust Gas Recirculation Cooler:...
More on Variable Diagnostic Time - 11/29/2018
... for either diagnosis time or OLH unless the extenuating circumstance is documented and approved by service management. If a technician reaches an hour clock time and still hasn’t made a diagnosis, they must clock off diagnosis time and clock...
Maintenance, Adjustments, and Wear Items - 10/23/2018
... periodic maintenance, and maintenance is generally not covered by this warranty. Parts and services that are considered maintenance include: Filters Coolants and Fluids Brake Pads Belts and Hoses Wiper Inserts Clutch Linings Limited Slip...
March 2019 Recall Update - 02/21/2019
Safety Recalls 15044-01, 15045-01, and 15046-01: Takata Air Bag: The recall has been updated to reflect a change to the service procedure section. The revision provides updated information regarding the scan tool. The recall affects certain 2006 Saab...
Customer Concern Not Duplicated Labor Operations - 03/27/2020
... of proper usage, was recently updated to add new model years and new labor operations. Many 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...
Technician Identification and Accounting of Labor Time - 01/28/2020
... following circumstances: When reprogramming multiple vehicles as part of the same recall or service update bulletin. When performing multiple vehicle inspections with no part installation as part of the same recall or service update bulletin. What...
GM Organizational Terms - 10/27/2020
... to run the PET. They are: Recently out of warranty Loyal GM new vehicle customer and/or loyal service customer (purchase of a protection plan, number of vehicles purchased, level of service business as shown in Service Workbench, etc.) Original owner Repeat...
Proactive Alerts - 08/25/2020
... the Vehicle Diagnostics Report and/or to the dealer through the Multi-Point Inspection screen on Service Workbench. Technicians may also validate alerts by using the scan tool through Vehicle Diagnostics/Vehicle Proactive Alerts. Here are the levels...
Cause of Failure & Correction Documentation on Invoice Copies - 08/26/2020
... same information on the actual job card. This is an acceptable method and generally preferred by service advisors and warranty administrators. What the technician types is what is printed on the invoice copies, including the warranty and customer copy....
Dealer Owned Warranty Repairs - 06/23/2020
... of damaged or worn trim and upholstery. All warranty repairs on dealer owned vehicles require service management approval before any repairs can be performed. Management must authorize these repairs with their signature/initials, the date, time, and...
Administrative Allowance - 06/23/2020
When it comes to revenue in your service department, every dollar counts. Warranty claims processing is a system of policies, procedures, and sometimes infrequent occurrences that involve other departments providing the right information, and because...
GM Authorization - 02/20/2018
... is preventing payment. Remember, if there is a dealer correctable error on the transaction, the service agent will not be able to submit the transaction for GM Authorization. Tip: Dealer correctable error codes are typically accompanied by error...
Avoiding Add On Repair Flags - 03/26/2018
... existing line. Again, that will be easily caught in an audit as well. As a reminder, in the Service Policies and Procedures manual, Article 3.2.12, the following is stated: Regardless of the date, subsequent warranty customer concerns based on Multi-Point...
Part Return Waiver Form - 03/26/2018
... sure they received the waiver form. The waiver form can be found in GlobalConnect within the Service Forms App. Service Forms has recently been revamped and the form is located in the General Information tab. ...
First Maintenance Inspection Period - 01/22/2018
... Buick have a 4 year/50,000 mile warranty. While the bumper-to-bumper warranty is quite extensive, services that fall under the Maintenance category are not covered. Vehicle lubrication, cleaning, or polishing are not covered repairs, nor is failure...
Transactions That Require Attachments with GM Authorization - 01/22/2018
... have less empowerment that may require additional documentation be attached. When it is noted that service management approval is required, that approval must always be a signature or initials, the date and time, and a thorough explanation. The date...
Straight Time Labor Operations - 12/21/2017
... the steps taken to support the repairs made, just as they do with published time labor operations. Service management reviews their documentation and time involved and comes up with a time that is reasonable and fair to both GM and the technician. Service...
Reject of the Month - Mail Out Review - 12/21/2017
... add on lines on a job card, there must be three individual on/off punch times to support them. Service P&P Article 3.2.9 Delivery Date: The inclusion of the delivery date in the job card header is commonly omitted or inaccurate. Service P&P Article...
Diagnostic Time Increased - 07/23/2018
... the problem is, a new clock time should occur for possible OLH time. OLH time must be approved by service management before the claim is submitted to GM. It is important your technicians understand that clock times must be in the right chronological...
Reject Reason - Data Analysis - 08/21/2018
... go a step further in your investigation, pull a copy of the job card from the dealership service file. The documentation on the warranty/invoice copy should be reflected in the transaction submission in GWM. Analyze the job card and warranty submission...
... 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 coverage bulletin. The letter also states that diagnosis or repair...
Error Codes - 09/24/2019
... to announcing the launch, the Global Message also contains a few resources designed to help the service department prevent and/or correct the error. The first version of “Handling Error Code 852 – A Guide for Warranty Administrators”...
Pre-Repair Authorization - 03/26/2019
... 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 operation 8060400...
Policy Evaluation Tool Requirements - 04/22/2019
... the results of the PET were not as favorable to the customer as the customer would have liked and service management agrees to request more assistance from the DMA. If approved by the DMA, service management can charge the customer a lesser amount than...
Cadillac First Maintenance Visit - 08/20/2018
... include an oil change, tire rotation, and MPVI. Labor operation 0600503 is used for the oil change service and 0600513 is used for the tire rotation service. The oil life percent remaining must be documented on the job card. Download the latest Cadillac...
November 2018 Recall Update - 10/24/2018
... 2500/3500 HD, GMC Sierra 2500/3500 HD trucks, Chevrolet Tahoe PPV, Chevrolet Tahoe Special Service, and 2016 Chevrolet Silverado Crew Cab LD Special Services trucks are involved. Special Coverage 18287: Blocked Exhaust Gas Recirculation Cooler:...
More on Variable Diagnostic Time - 11/29/2018
... for either diagnosis time or OLH unless the extenuating circumstance is documented and approved by service management. If a technician reaches an hour clock time and still hasn’t made a diagnosis, they must clock off diagnosis time and clock...
Maintenance, Adjustments, and Wear Items - 10/23/2018
... periodic maintenance, and maintenance is generally not covered by this warranty. Parts and services that are considered maintenance include: Filters Coolants and Fluids Brake Pads Belts and Hoses Wiper Inserts Clutch Linings Limited Slip...
March 2019 Recall Update - 02/21/2019
Safety Recalls 15044-01, 15045-01, and 15046-01: Takata Air Bag: The recall has been updated to reflect a change to the service procedure section. The revision provides updated information regarding the scan tool. The recall affects certain 2006 Saab...
Customer Concern Not Duplicated Labor Operations - 03/27/2020
... of proper usage, was recently updated to add new model years and new labor operations. Many 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...
Technician Identification and Accounting of Labor Time - 01/28/2020
... following circumstances: When reprogramming multiple vehicles as part of the same recall or service update bulletin. When performing multiple vehicle inspections with no part installation as part of the same recall or service update bulletin. What...
GM Organizational Terms - 10/27/2020
... to run the PET. They are: Recently out of warranty Loyal GM new vehicle customer and/or loyal service customer (purchase of a protection plan, number of vehicles purchased, level of service business as shown in Service Workbench, etc.) Original owner Repeat...
Proactive Alerts - 08/25/2020
... the Vehicle Diagnostics Report and/or to the dealer through the Multi-Point Inspection screen on Service Workbench. Technicians may also validate alerts by using the scan tool through Vehicle Diagnostics/Vehicle Proactive Alerts. Here are the levels...
Cause of Failure & Correction Documentation on Invoice Copies - 08/26/2020
... same information on the actual job card. This is an acceptable method and generally preferred by service advisors and warranty administrators. What the technician types is what is printed on the invoice copies, including the warranty and customer copy....
Dealer Owned Warranty Repairs - 06/23/2020
... of damaged or worn trim and upholstery. All warranty repairs on dealer owned vehicles require service management approval before any repairs can be performed. Management must authorize these repairs with their signature/initials, the date, time, and...
Administrative Allowance - 06/23/2020
When it comes to revenue in your service department, every dollar counts. Warranty claims processing is a system of policies, procedures, and sometimes infrequent occurrences that involve other departments providing the right information, and because...
GM Authorization - 02/20/2018
... is preventing payment. Remember, if there is a dealer correctable error on the transaction, the service agent will not be able to submit the transaction for GM Authorization. Tip: Dealer correctable error codes are typically accompanied by error...
Avoiding Add On Repair Flags - 03/26/2018
... existing line. Again, that will be easily caught in an audit as well. As a reminder, in the Service Policies and Procedures manual, Article 3.2.12, the following is stated: Regardless of the date, subsequent warranty customer concerns based on Multi-Point...
Part Return Waiver Form - 03/26/2018
... sure they received the waiver form. The waiver form can be found in GlobalConnect within the Service Forms App. Service Forms has recently been revamped and the form is located in the General Information tab. ...
First Maintenance Inspection Period - 01/22/2018
... Buick have a 4 year/50,000 mile warranty. While the bumper-to-bumper warranty is quite extensive, services that fall under the Maintenance category are not covered. Vehicle lubrication, cleaning, or polishing are not covered repairs, nor is failure...
Transactions That Require Attachments with GM Authorization - 01/22/2018
... have less empowerment that may require additional documentation be attached. When it is noted that service management approval is required, that approval must always be a signature or initials, the date and time, and a thorough explanation. The date...
Straight Time Labor Operations - 12/21/2017
... the steps taken to support the repairs made, just as they do with published time labor operations. Service management reviews their documentation and time involved and comes up with a time that is reasonable and fair to both GM and the technician. Service...
Reject of the Month - Mail Out Review - 12/21/2017
... add on lines on a job card, there must be three individual on/off punch times to support them. Service P&P Article 3.2.9 Delivery Date: The inclusion of the delivery date in the job card header is commonly omitted or inaccurate. Service P&P Article...
Diagnostic Time Increased - 07/23/2018
... the problem is, a new clock time should occur for possible OLH time. OLH time must be approved by service management before the claim is submitted to GM. It is important your technicians understand that clock times must be in the right chronological...
Reject Reason - Data Analysis - 08/21/2018
... go a step further in your investigation, pull a copy of the job card from the dealership service file. The documentation on the warranty/invoice copy should be reflected in the transaction submission in GWM. Analyze the job card and warranty submission...
Goodwill Tools - 06/25/2018
... and retention. The tools include OnStar plan options, Maintenance Letter for a one-time future service or maintenance visit, Component Coverage Letter for extended component coverage, Sirius XM subscription, Data Plans, or a Chevrolet, Buick, GMC and...
Warranty Administration Resource Center - 04/23/2018
... GlobalConnect has launched. Launch the new app from the App Center, or access it directly from the Service and Parts Department pages. All of the tools you were accustomed to in the Dealership Policies, Procedures and Manuals page are now available...
Field Actions - 11/21/2017
Every new/used vehicle on the lot, and every vehicle brought in for service must be checked for open field actions. Vehicle safety is of the utmost importance and performing open recalls is a means to that end. Does your dealership, both sales and service,...
Disclosure Requirements - 11/21/2017
... 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 the modifications, accessories, and non-GM parts...
Reject of the Month - 10/24/2017
... 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 replaced a fuel injector to address the service...
Engine and Transmission Assembly Replacements - 09/27/2017
... the cost comparison worksheet must be filled out in its entirety. This worksheet can be found in Service Forms. There are a few exceptions where a specific situation changes the way the form is completed. They are as follows: If a GM technical bulletin...
From the Forum - CSI Survey - 09/27/2017
... and Delivery Satisfaction (PDS) Survey process. All paid GM Warranty transactions may trigger a Service Satisfaction Survey (SSS), and starting in 2017, non-first owners, as well as customer pay events, are eligible to receive the survey. A few...
Certified Pre-Owned - 06/19/2017
... delivered after 3/1/2017): The warranty covers the vehicle for 6 years from the original in-service date or 100,000 total vehicle miles, whichever occurs first. There is a $50 deductible for covered repairs once the CPO warranty is in effect. The warranty...
August 2017 Recall Update - 07/25/2017
... car and light duty trucks. Safety Recall 16007-03: Frontal Airbag and Pretensioner Non Deploy: The service procedure and warranty information sections of the recall have been updated to include the requirement of obtaining a screenshot of the Programming...
Understanding the New Courtesy Transportation Guidelines - 06/19/2017
... and the repair is covered under this warranty. The exception to this is GM covered maintenance services; GM will not pay any courtesy transportation for oil changes and tire rotations. The component being serviced is within the terms of the Powertrain...
January 2017 Recall Update - 12/21/2016
Safety Recall 14187D: Front Safety Belt Anchor: The recall has been updated to reflect a revision to the service procedure. The recall affects certain 2009-2014 Buick Enclave, Chevrolet Traverse, GMC Acadia; 2009-2010 Saturn Outlook. Customer Satisfaction...
Recalls and Supporting Documentation - 12/21/2016
... transmission. The recall correction is a reprogram of the hybrid powertrain control module 2. Service Update 15304 for inventory and customer vehicles addresses a malfunction with the transfer case brake motor assembly in low ambient temperatures. Technicians...
Sublet Repairs - 01/23/2017
... uncommon, after review, that the Warranty Support Center will deny payment and instruct the service agent to reduce the price to published time. To avoid this scenario, calculate what the job would pay if done at a dealership and inform the sublet vendor...
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...
March 2017 Recall Update - 02/17/2017
... had the recall performed will be advised to return the vehicle to the dealer if they experience a Service Engine Soon light. In those cases the dealer will re-install the previous ECM calibration as a temporary repair. The temporary repair transaction...
Reject of the Month - 02/17/2017
... Hours exceed the allowance for labor code xxxxxxx. Error code 240: Reject 073 is beyond Service Agent Self-Authorization limits. The owner of a 2014 Chevrolet Silverado visited their local dealership with a concern relating to the front u-joint,...
Job Card Check List - 05/22/2017
... many as you like. Below are 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...
Formerly in QuickLinks - 04/17/2017
... to your Application Shortcuts (found on the right side of the GlobalConnect homepage). Other Service based QuickLinks that are now available within the App Center include BDC Support, CBGC Protection, Certified Service, GM Program Info, and Voice...
Towing - 10/26/2016
... vehicle has caused a trip interruption and requires a repair that cannot be completed overnight.Service agents may utilize the program to reunite the customer with their GM vehicle at no charge to the customer. The service agent contacts Roadside Assistance...
Add On Repairs - 10/26/2016
Service management is required to approve added warranty 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 ...
Administrative Allowance - 10/26/2016
... field of the transaction in addition to the $25 parts/handling allowance. Customer Reimbursement: Service agents are entitled to a $20 administrative allowance for all customer reimbursement transactions. The reimbursement is to be made only to the person...
Product Field Action Bulletins - 06/27/2016
... include a revision description (e.g. bulletin updated to include additional information in the Service Procedure section). Important information, instructions, or dates are listed in the Attention box that is located below the header on the first...
Reject of the Month - Error code 232 - 08/23/2016
... was submitted with labor operation 9900007. Two months later, the vehicle was back in the service department with a water pump leak concern. The technician diagnosed the leaking water pump, referenced the previous job card from June, and replaced...
Recall Tip - 04/12/2013
... EXT and GMC Envoy XL vehicles that are currently or previously registered in certain states. Service agents are to test the driver's window and door lock switches for proper operation. If the switches function as designed, a protective coating must be...
Global Labour Codes, - 02/26/2013
... Reference Chart is currently available in SI. The link for the chart may be found at the "Select A Service Category Type" screen. From the Service Information Home page select the year, make and model, or enter the VIN and click next. Select the LTG...
... and retention. The tools include OnStar plan options, Maintenance Letter for a one-time future service or maintenance visit, Component Coverage Letter for extended component coverage, Sirius XM subscription, Data Plans, or a Chevrolet, Buick, GMC and...
Warranty Administration Resource Center - 04/23/2018
... GlobalConnect has launched. Launch the new app from the App Center, or access it directly from the Service and Parts Department pages. All of the tools you were accustomed to in the Dealership Policies, Procedures and Manuals page are now available...
Field Actions - 11/21/2017
Every new/used vehicle on the lot, and every vehicle brought in for service must be checked for open field actions. Vehicle safety is of the utmost importance and performing open recalls is a means to that end. Does your dealership, both sales and service,...
Disclosure Requirements - 11/21/2017
... 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 the modifications, accessories, and non-GM parts...
Reject of the Month - 10/24/2017
... 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 replaced a fuel injector to address the service...
Engine and Transmission Assembly Replacements - 09/27/2017
... the cost comparison worksheet must be filled out in its entirety. This worksheet can be found in Service Forms. There are a few exceptions where a specific situation changes the way the form is completed. They are as follows: If a GM technical bulletin...
From the Forum - CSI Survey - 09/27/2017
... and Delivery Satisfaction (PDS) Survey process. All paid GM Warranty transactions may trigger a Service Satisfaction Survey (SSS), and starting in 2017, non-first owners, as well as customer pay events, are eligible to receive the survey. A few...
Certified Pre-Owned - 06/19/2017
... delivered after 3/1/2017): The warranty covers the vehicle for 6 years from the original in-service date or 100,000 total vehicle miles, whichever occurs first. There is a $50 deductible for covered repairs once the CPO warranty is in effect. The warranty...
August 2017 Recall Update - 07/25/2017
... car and light duty trucks. Safety Recall 16007-03: Frontal Airbag and Pretensioner Non Deploy: The service procedure and warranty information sections of the recall have been updated to include the requirement of obtaining a screenshot of the Programming...
Understanding the New Courtesy Transportation Guidelines - 06/19/2017
... and the repair is covered under this warranty. The exception to this is GM covered maintenance services; GM will not pay any courtesy transportation for oil changes and tire rotations. The component being serviced is within the terms of the Powertrain...
January 2017 Recall Update - 12/21/2016
Safety Recall 14187D: Front Safety Belt Anchor: The recall has been updated to reflect a revision to the service procedure. The recall affects certain 2009-2014 Buick Enclave, Chevrolet Traverse, GMC Acadia; 2009-2010 Saturn Outlook. Customer Satisfaction...
Recalls and Supporting Documentation - 12/21/2016
... transmission. The recall correction is a reprogram of the hybrid powertrain control module 2. Service Update 15304 for inventory and customer vehicles addresses a malfunction with the transfer case brake motor assembly in low ambient temperatures. Technicians...
Sublet Repairs - 01/23/2017
... uncommon, after review, that the Warranty Support Center will deny payment and instruct the service agent to reduce the price to published time. To avoid this scenario, calculate what the job would pay if done at a dealership and inform the sublet vendor...
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...
March 2017 Recall Update - 02/17/2017
... had the recall performed will be advised to return the vehicle to the dealer if they experience a Service Engine Soon light. In those cases the dealer will re-install the previous ECM calibration as a temporary repair. The temporary repair transaction...
Reject of the Month - 02/17/2017
... Hours exceed the allowance for labor code xxxxxxx. Error code 240: Reject 073 is beyond Service Agent Self-Authorization limits. The owner of a 2014 Chevrolet Silverado visited their local dealership with a concern relating to the front u-joint,...
Job Card Check List - 05/22/2017
... many as you like. Below are 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...
Formerly in QuickLinks - 04/17/2017
... to your Application Shortcuts (found on the right side of the GlobalConnect homepage). Other Service based QuickLinks that are now available within the App Center include BDC Support, CBGC Protection, Certified Service, GM Program Info, and Voice...
Towing - 10/26/2016
... vehicle has caused a trip interruption and requires a repair that cannot be completed overnight.Service agents may utilize the program to reunite the customer with their GM vehicle at no charge to the customer. The service agent contacts Roadside Assistance...
Add On Repairs - 10/26/2016
Service management is required to approve added warranty 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 ...
Administrative Allowance - 10/26/2016
... field of the transaction in addition to the $25 parts/handling allowance. Customer Reimbursement: Service agents are entitled to a $20 administrative allowance for all customer reimbursement transactions. The reimbursement is to be made only to the person...
Product Field Action Bulletins - 06/27/2016
... include a revision description (e.g. bulletin updated to include additional information in the Service Procedure section). Important information, instructions, or dates are listed in the Attention box that is located below the header on the first...
Reject of the Month - Error code 232 - 08/23/2016
... was submitted with labor operation 9900007. Two months later, the vehicle was back in the service department with a water pump leak concern. The technician diagnosed the leaking water pump, referenced the previous job card from June, and replaced...
Recall Tip - 04/12/2013
... EXT and GMC Envoy XL vehicles that are currently or previously registered in certain states. Service agents are to test the driver's window and door lock switches for proper operation. If the switches function as designed, a protective coating must be...
Global Labour Codes, - 02/26/2013
... Reference Chart is currently available in SI. The link for the chart may be found at the "Select A Service Category Type" screen. From the Service Information Home page select the year, make and model, or enter the VIN and click next. Select the LTG...
Error 834: Repair Performed Prior to Start of Warranty - 09/04/2013
... the warranty start date is a date that is typically a couple of days before the PDI is paid to the service agent. This is standard procedure, but the reality is the vehicle actually does have a mile or two on it when it reaches the dealership and the...
WPC Website Decommissioned - 09/04/2013
... plastic packing bags for shipping components.These forms can now be found in GlobalConnect. Go to Service Workbench > Reports&Tools > Service Forms > General Information > Bulletin: Global Warranty Management (GWM) Warranty Parts Center...
Aftersales Empowerment Portal - 09/04/2013
... warranty pre-approval claim request which may be found in the Aftersales Empowerment Portal in the Service Workbench. The form must be completed in full and submitted for review. An email is sent to the dealer once the request has been approved or denied. If...
WPC Website Decommissioned - 09/04/2013
... plastic packing bags for shipping components.These forms can now be found in GlobalConnect. Go to Service Workbench > Reports&Tools > Service Forms > General Information > Bulletin: Global Warranty Management (GWM) Warranty Parts Center...
Certified Elite Criteria Update - 10/01/2013
... - 85% or higher (NEW) 2% increase from the previous periodRepeat Repairs - 3% or less (no change)Service Training Standards - 100% or above (no change)Dealership Field Action Closure - TBD (announced in November, 2013) new criteria - Closure rate criteria...
Repeat Repair Quick Tips - 07/02/2012
... and goals to address the repeat 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...
Adding an Attachment to a Transaction - 07/02/2012
... etc. Just because the transaction is only rejecting for excessive OLH doesn't mean that the GM Service Representative will not review the document in its entirety. Remember: all warranty transactions must be policy compliant prior to submission. Meaning...
Part Allowance Reimbursement - 01/24/2013
... 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. This allowance is the dollar amount that...
Revised Blower Motor Installation Instructions - 02/07/2012
... Denali XLThe original style blower motor assembly for these vehicles is no longer available as a service replacement part. This design had an integral cooling duct molded into the assembly. The revision has a cooling port and uses a separate air duct...
Poor Fuel Mileage - 03/08/2012
... of the vehicle affected? How did you calculate the mileage?Those of us in the automotive service business know that if there is no code present or stored and a vehicle is running the way it's supposed to, there is very little, if anything, that can be...
Repairs that Overlap - 02/07/2012
... complaint must have only one repair labor operation assigned, unless otherwise directed by a GM Service Bulletin. The labor operation must describe the repair for the failed component. Collateral damage repairs should be charged against this labor operation...
Reject of the Month - 02/07/2012
Error 825: Labour code F9726 is not covered by service contract or special coverage. The warranty administrator submitted this particular claim with transaction type GMPP, causing the transaction to reject. F9726 is a bulletin specific labour operation,...
Process in Review: Submitting Engine/Transmission Replacement Claims - 11/17/2011
... abreast of policy changes.One of the more complicated processes that a warranty administrator or service manager may deal with is engine/transmission claim submission. These transactions can be broken down into a few essential parts or steps that will...
A Pending Debit - 12/15/2011
... an assembly or production plant issue, a supplier quality issue, or if the problem lies with the service agent in replacing a part that did not fail, or proper documentation to support the replacement was not provided. Examples of service agent fault...
2012 Warranty Management Workshops - 01/19/2012
The Warranty Management Workshop addresses the most important issues service agents face with their warranty transactions. More effective than reading the policy manual cover to cover, this workshop clarifies how to effectively administer those policies...
Top Reject of the Month - 12/15/2011
... converter, a component that generally carries 8/80 coverage. He is fairly confident that both the service advisor and manager would have been aware of any abnormalities at write up or before the completion of the job. It appears as though the system...
Certified Technology Expert - 05/02/2012
... role. GM requires that each dealership have two CTE's on staff; one from sales and one from service. The CTE will be responsible for the following: Teach other sales and service representatives about the system and how to properly demonstrate and deliver...
PZEV and SULEV - 06/06/2012
... components have the save coverage. Specific component coverage can be found in Global Connect/Service Workbench/Reports and Tools. Select "P&P Manuals and other Service/Parts Publications". Once there, select "Limited Warranty Coverage at a...
GMPP Common Rejects - 04/13/2012
... route the transaction for review and payment. Reject Code 825: Labour code is not covered by service contract or special coverage: If submitting a transaction with a TSB specific labour operation, it may reject as not covered. Confirm that the bulletin...
Reject of the Month - 03/08/2012
... covered. After a DBC Chat, the warranty administrator submitted the adjustment through the Dealer Service Provider with base labour and OLH to account for the additional and administrative time. The tow went into the miscellaneous net field. The parts...
August 2014 Recall Update - 08/05/2014
Safety Recall 12180F: Driver Door Switch Short Circuit: The service procedure has been revised for this bulletin. The procedure for applying the protective coating on the door module has been removed. Vehicles that were previously repaired under the recall...
Reject of the Month - 02/27/2014
... 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 warranty administrator reviewed the net item expense, which resulted from...
Seat Cover Replacement Restrictions - 02/27/2014
... Many of the parts returned and inspected appeared to have normal wear or were outright damaged. 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...
March 2014 Recall Update - 02/27/2014
... recall 13421 addresses vehicles that may have had a suspect fuel transfer pump installed during a service visit, and via over the counter sales. Customer notifications were issued in early February. The letter advises customers that parts are currently...
New Transportation Claim Submission Requirements - 02/23/2015
... of the repair matters when it comes to this disclosure, GM does not answer that question in the Service P&P Manual, rather, they direct the reader to get legal advice, especially since disclosure requirements vary from state to state. More information...
... the warranty start date is a date that is typically a couple of days before the PDI is paid to the service agent. This is standard procedure, but the reality is the vehicle actually does have a mile or two on it when it reaches the dealership and the...
WPC Website Decommissioned - 09/04/2013
... plastic packing bags for shipping components.These forms can now be found in GlobalConnect. Go to Service Workbench > Reports&Tools > Service Forms > General Information > Bulletin: Global Warranty Management (GWM) Warranty Parts Center...
Aftersales Empowerment Portal - 09/04/2013
... warranty pre-approval claim request which may be found in the Aftersales Empowerment Portal in the Service Workbench. The form must be completed in full and submitted for review. An email is sent to the dealer once the request has been approved or denied. If...
WPC Website Decommissioned - 09/04/2013
... plastic packing bags for shipping components.These forms can now be found in GlobalConnect. Go to Service Workbench > Reports&Tools > Service Forms > General Information > Bulletin: Global Warranty Management (GWM) Warranty Parts Center...
Certified Elite Criteria Update - 10/01/2013
... - 85% or higher (NEW) 2% increase from the previous periodRepeat Repairs - 3% or less (no change)Service Training Standards - 100% or above (no change)Dealership Field Action Closure - TBD (announced in November, 2013) new criteria - Closure rate criteria...
Repeat Repair Quick Tips - 07/02/2012
... and goals to address the repeat 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...
Adding an Attachment to a Transaction - 07/02/2012
... etc. Just because the transaction is only rejecting for excessive OLH doesn't mean that the GM Service Representative will not review the document in its entirety. Remember: all warranty transactions must be policy compliant prior to submission. Meaning...
Part Allowance Reimbursement - 01/24/2013
... 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. This allowance is the dollar amount that...
Revised Blower Motor Installation Instructions - 02/07/2012
... Denali XLThe original style blower motor assembly for these vehicles is no longer available as a service replacement part. This design had an integral cooling duct molded into the assembly. The revision has a cooling port and uses a separate air duct...
Poor Fuel Mileage - 03/08/2012
... of the vehicle affected? How did you calculate the mileage?Those of us in the automotive service business know that if there is no code present or stored and a vehicle is running the way it's supposed to, there is very little, if anything, that can be...
Repairs that Overlap - 02/07/2012
... complaint must have only one repair labor operation assigned, unless otherwise directed by a GM Service Bulletin. The labor operation must describe the repair for the failed component. Collateral damage repairs should be charged against this labor operation...
Reject of the Month - 02/07/2012
Error 825: Labour code F9726 is not covered by service contract or special coverage. The warranty administrator submitted this particular claim with transaction type GMPP, causing the transaction to reject. F9726 is a bulletin specific labour operation,...
Process in Review: Submitting Engine/Transmission Replacement Claims - 11/17/2011
... abreast of policy changes.One of the more complicated processes that a warranty administrator or service manager may deal with is engine/transmission claim submission. These transactions can be broken down into a few essential parts or steps that will...
A Pending Debit - 12/15/2011
... an assembly or production plant issue, a supplier quality issue, or if the problem lies with the service agent in replacing a part that did not fail, or proper documentation to support the replacement was not provided. Examples of service agent fault...
2012 Warranty Management Workshops - 01/19/2012
The Warranty Management Workshop addresses the most important issues service agents face with their warranty transactions. More effective than reading the policy manual cover to cover, this workshop clarifies how to effectively administer those policies...
Top Reject of the Month - 12/15/2011
... converter, a component that generally carries 8/80 coverage. He is fairly confident that both the service advisor and manager would have been aware of any abnormalities at write up or before the completion of the job. It appears as though the system...
Certified Technology Expert - 05/02/2012
... role. GM requires that each dealership have two CTE's on staff; one from sales and one from service. The CTE will be responsible for the following: Teach other sales and service representatives about the system and how to properly demonstrate and deliver...
PZEV and SULEV - 06/06/2012
... components have the save coverage. Specific component coverage can be found in Global Connect/Service Workbench/Reports and Tools. Select "P&P Manuals and other Service/Parts Publications". Once there, select "Limited Warranty Coverage at a...
GMPP Common Rejects - 04/13/2012
... route the transaction for review and payment. Reject Code 825: Labour code is not covered by service contract or special coverage: If submitting a transaction with a TSB specific labour operation, it may reject as not covered. Confirm that the bulletin...
Reject of the Month - 03/08/2012
... covered. After a DBC Chat, the warranty administrator submitted the adjustment through the Dealer Service Provider with base labour and OLH to account for the additional and administrative time. The tow went into the miscellaneous net field. The parts...
August 2014 Recall Update - 08/05/2014
Safety Recall 12180F: Driver Door Switch Short Circuit: The service procedure has been revised for this bulletin. The procedure for applying the protective coating on the door module has been removed. Vehicles that were previously repaired under the recall...
Reject of the Month - 02/27/2014
... 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 warranty administrator reviewed the net item expense, which resulted from...
Seat Cover Replacement Restrictions - 02/27/2014
... Many of the parts returned and inspected appeared to have normal wear or were outright damaged. 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...
March 2014 Recall Update - 02/27/2014
... recall 13421 addresses vehicles that may have had a suspect fuel transfer pump installed during a service visit, and via over the counter sales. Customer notifications were issued in early February. The letter advises customers that parts are currently...
New Transportation Claim Submission Requirements - 02/23/2015
... of the repair matters when it comes to this disclosure, GM does not answer that question in the Service P&P Manual, rather, they direct the reader to get legal advice, especially since disclosure requirements vary from state to state. More information...
Reject of the Month - 12/19/2014
... will not allow the claim to be H-routed until the error code is addressed and corrected. Service manager Policy authorization must be applied to this transaction to correct the error. In addition to indicating Policy Decision, comments must also...
Ignition Switch Recall - 11/25/2014
... must have the repair completed by December 1, 2014, in order to assist with scheduling needs and service capacity, repairs must be completed by January 1, 2015. Dealers have until January 12, 2015, to process the recall repair claim in order for the...
Part Failures During The Same Repair Visit - 10/03/2014
... explanation must be included in the technician's cause of failure and correction documentation and service management must approve authorization codes E for OLH and P for excessive parts to be submitted with the transaction, along with their explanation...
Ignition Switch Websites - 08/05/2014
... parts and are also launching additional production lines. It is anticipated that 521,090 service kits will be produced from July 27-August 23; 635,370 kits will be produced from August 24-September 27, and the remaining kits, 127,070, will be produced...
Ignition Switch Websites - 08/05/2014
... parts and are also launching additional production lines. It is anticipated that 521,090 service kits will be produced from July 27-August 23; 635,370 kits will be produced from August 24-September 27, and the remaining kits, 127,070, will be produced...
WPC Bulletin 99-00-89-019 - 09/09/2014
... the 49 CFR requirements risks being delayed by the carrier and is liable for civil penalties. Service agents will be fully debited by GM for the entire transaction each time there is a violation of the Federal Hazardous Material Transportation law.There...
Electrical and Powertrain Reset - 10/23/2015
Reprogramming a control module with new or updated software and/or calibration files using the TIS service programming system (SPS) application is a repair type that requires procedures that generate a warranty code.When submitting a warranty claim for...
Non-GM Parts Require DMA Approval - 10/23/2015
... non-GM parts now requires that DMA approval must be obtained prior to the part being installed. Service agents must only use genuine GM approved parts and accessories when performing warranty, policy, field actions, and any other repairs paid for by...
Labor Operations: Closest To - 06/30/2015
... the labor operation you settled on doesn't exactly indicate the repair made. OLH requires service management written approval prior to the start of OLH clock time. Also required is the date and time approved as well an explanation. With a closest...
When the Customer Does Not Return - 04/28/2015
... their keys and those keys had to be special ordered because they were unique to their vehicle. Service agents were instructed to generate a job card, and when the keys came in, the parts department billed those keys to that job card. Some of these customers...
Powertrain Warranty Coverage - 01/11/2016
... fact that labor operations aren't tagged with coverage code P in the LTG, can be a challenge 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...
Verifying The Repair Process - 04/28/2016
... Documents drop down box at the top right of the screen. This enables you to quickly go to the Service Information page for the repair. Special tools are listed as well as the repair procedure with any associated links necessary to completing the repair....
Parts Retention, Documentation, and Disposal - 04/08/2016
... transaction payment before it can be returned for credit. Warranty cores cannot be sold by the service agent for remanufacturing, rebuilding, or scrap without prior written consent from GM. If a part that has a core charge is requested by the Warranty...
Warranty Performance Analysis - 02/04/2010
... statement with an eye to fixed operations sales and gross profit? The product sold in your service department is the technician's time inventory multiplied by his efficiency. The productivity level of the shop indicates how much of that inventory was...
What Is Customer Enthusiasm? - 01/06/2010
... but they are adamant that they didn't. Because it can't be proven as to what caused the crack, service management decides to replace the mirror and submit for warranty reimbursement. The end result is an enthused owner. A customer is upset that you are...
The History of a Warranty Claim Submission - 01/06/2010
... to GM. The TC-1000 was upgraded many times through the years, including the integration of Dealer Service Providers (DSP) where warranty administrators were able to submit claims through their in-house DSP.Late 1980's - 2000: Inception of the Dealer...
VIN Too Old? No Labour Operations Available - 04/12/2011
Eventually, every service department encounters a warranty situation where there is insufficient information to submit a claim. One of those instances is when a VIN will not populate in GWM or SI does not have an operation for the repair that was completed....
Warranty 101: Change - 06/08/2011
... or substituting something on a job card is not always positive or in the best interest of the service agent. In some cases, documentation changes on a warranty transaction may be performed for well supported reasons. Although without documentation on...
Sublet Basics - 06/08/2011
... to using a sublet correctly is proper documentation. A sublet repair facility is utilized when the service agent is unable to perform a specific repair. Certain situations can include unexpected equipment failure, lack of qualified technicians or facilities...
Searching jlwarranty's Newsletter, Forum and Video Collection - 08/09/2011
... results from the entire newsletter archive as well as forum posts, videos, and related products/services. It's easy, simply visit jlwarranty.com and type your keyword(s) into the search box in the upper-corner of the screen. The following...
Top Reject of the Month - 10/14/2011
... for submission.P&P Article 1.7.1 states that transactions are to be submitted to GM by the service agent and paid no later than 60 days from the repair completion date. This policy also holds true for resubmitted transactions: transactions that were...
Labour Operation Overlaps - 09/19/2011
As most warranty administrators and service managers know, GM has recently begun tracking the use of their "R" authorization. This makes the job of the service manager and warranty administrator slightly more challenging, as they must watch closely for...
Mileage In/Mileage Out - 08/09/2011
... a concern the customer is stating or to verify certain repairs fixed the concern. When the service advisor is going over the repairs that were made with the customer, adding that the vehicle was test driven to verify the fix can be proven by the recorded...
August 2011 Recall Update - 08/09/2011
... Engine Performance and Emission Control-Replace Exhaust Gas Temperature Sensors: A revision to the service procedure has prompted the update to this recall bulletin. The chassis cab trucks will require replacement of the position 1 EGT sensor only, they...
Reject of the Month - 03/10/2011
Cadillac Premium Care Maintenance Z2262 - With summer just around the corner, the number of service programs and coupons that dealers will handle may accelerate. Keeping up to date on how these claims are submitted can seem daunting, but is extremely...
... will not allow the claim to be H-routed until the error code is addressed and corrected. Service manager Policy authorization must be applied to this transaction to correct the error. In addition to indicating Policy Decision, comments must also...
Ignition Switch Recall - 11/25/2014
... must have the repair completed by December 1, 2014, in order to assist with scheduling needs and service capacity, repairs must be completed by January 1, 2015. Dealers have until January 12, 2015, to process the recall repair claim in order for the...
Part Failures During The Same Repair Visit - 10/03/2014
... explanation must be included in the technician's cause of failure and correction documentation and service management must approve authorization codes E for OLH and P for excessive parts to be submitted with the transaction, along with their explanation...
Ignition Switch Websites - 08/05/2014
... parts and are also launching additional production lines. It is anticipated that 521,090 service kits will be produced from July 27-August 23; 635,370 kits will be produced from August 24-September 27, and the remaining kits, 127,070, will be produced...
Ignition Switch Websites - 08/05/2014
... parts and are also launching additional production lines. It is anticipated that 521,090 service kits will be produced from July 27-August 23; 635,370 kits will be produced from August 24-September 27, and the remaining kits, 127,070, will be produced...
WPC Bulletin 99-00-89-019 - 09/09/2014
... the 49 CFR requirements risks being delayed by the carrier and is liable for civil penalties. Service agents will be fully debited by GM for the entire transaction each time there is a violation of the Federal Hazardous Material Transportation law.There...
Electrical and Powertrain Reset - 10/23/2015
Reprogramming a control module with new or updated software and/or calibration files using the TIS service programming system (SPS) application is a repair type that requires procedures that generate a warranty code.When submitting a warranty claim for...
Non-GM Parts Require DMA Approval - 10/23/2015
... non-GM parts now requires that DMA approval must be obtained prior to the part being installed. Service agents must only use genuine GM approved parts and accessories when performing warranty, policy, field actions, and any other repairs paid for by...
Labor Operations: Closest To - 06/30/2015
... the labor operation you settled on doesn't exactly indicate the repair made. OLH requires service management written approval prior to the start of OLH clock time. Also required is the date and time approved as well an explanation. With a closest...
When the Customer Does Not Return - 04/28/2015
... their keys and those keys had to be special ordered because they were unique to their vehicle. Service agents were instructed to generate a job card, and when the keys came in, the parts department billed those keys to that job card. Some of these customers...
Powertrain Warranty Coverage - 01/11/2016
... fact that labor operations aren't tagged with coverage code P in the LTG, can be a challenge 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...
Verifying The Repair Process - 04/28/2016
... Documents drop down box at the top right of the screen. This enables you to quickly go to the Service Information page for the repair. Special tools are listed as well as the repair procedure with any associated links necessary to completing the repair....
Parts Retention, Documentation, and Disposal - 04/08/2016
... transaction payment before it can be returned for credit. Warranty cores cannot be sold by the service agent for remanufacturing, rebuilding, or scrap without prior written consent from GM. If a part that has a core charge is requested by the Warranty...
Warranty Performance Analysis - 02/04/2010
... statement with an eye to fixed operations sales and gross profit? The product sold in your service department is the technician's time inventory multiplied by his efficiency. The productivity level of the shop indicates how much of that inventory was...
What Is Customer Enthusiasm? - 01/06/2010
... but they are adamant that they didn't. Because it can't be proven as to what caused the crack, service management decides to replace the mirror and submit for warranty reimbursement. The end result is an enthused owner. A customer is upset that you are...
The History of a Warranty Claim Submission - 01/06/2010
... to GM. The TC-1000 was upgraded many times through the years, including the integration of Dealer Service Providers (DSP) where warranty administrators were able to submit claims through their in-house DSP.Late 1980's - 2000: Inception of the Dealer...
VIN Too Old? No Labour Operations Available - 04/12/2011
Eventually, every service department encounters a warranty situation where there is insufficient information to submit a claim. One of those instances is when a VIN will not populate in GWM or SI does not have an operation for the repair that was completed....
Warranty 101: Change - 06/08/2011
... or substituting something on a job card is not always positive or in the best interest of the service agent. In some cases, documentation changes on a warranty transaction may be performed for well supported reasons. Although without documentation on...
Sublet Basics - 06/08/2011
... to using a sublet correctly is proper documentation. A sublet repair facility is utilized when the service agent is unable to perform a specific repair. Certain situations can include unexpected equipment failure, lack of qualified technicians or facilities...
Searching jlwarranty's Newsletter, Forum and Video Collection - 08/09/2011
... results from the entire newsletter archive as well as forum posts, videos, and related products/services. It's easy, simply visit jlwarranty.com and type your keyword(s) into the search box in the upper-corner of the screen. The following...
Top Reject of the Month - 10/14/2011
... for submission.P&P Article 1.7.1 states that transactions are to be submitted to GM by the service agent and paid no later than 60 days from the repair completion date. This policy also holds true for resubmitted transactions: transactions that were...
Labour Operation Overlaps - 09/19/2011
As most warranty administrators and service managers know, GM has recently begun tracking the use of their "R" authorization. This makes the job of the service manager and warranty administrator slightly more challenging, as they must watch closely for...
Mileage In/Mileage Out - 08/09/2011
... a concern the customer is stating or to verify certain repairs fixed the concern. When the service advisor is going over the repairs that were made with the customer, adding that the vehicle was test driven to verify the fix can be proven by the recorded...
August 2011 Recall Update - 08/09/2011
... Engine Performance and Emission Control-Replace Exhaust Gas Temperature Sensors: A revision to the service procedure has prompted the update to this recall bulletin. The chassis cab trucks will require replacement of the position 1 EGT sensor only, they...
Reject of the Month - 03/10/2011
Cadillac Premium Care Maintenance Z2262 - With summer just around the corner, the number of service programs and coupons that dealers will handle may accelerate. Keeping up to date on how these claims are submitted can seem daunting, but is extremely...
Labour Time Guide Request for Review - 03/10/2011
... technicians with varying degrees of experience and the result can be ten different repair times.Service management has the empowerment to pay technicians other labour time (OLT) to cover extensive diagnosis that goes above and beyond what is considered...
Part Return - 08/10/2010
The Part Return Process was developed to facilitate movement of parts from the service agent to GM. The process normally involves sending the parts to the Warranty Parts Center. In some cases, parts may be shipped directly to an engineering facility or...
Who should manage your warranty dollar investment? - 09/16/2010
... involved in warranty administration. This person should be the source of knowledge for sales, service administration, service performance, parts, and administrative personnel within the dealership on any question regarding warranty. 4.) Consider creating...
Safety Recall 10018 - 09/16/2010
Accelerator Pedal Sticking: The service procedure in the safety recall has been revised to eliminate the requirement to contact the Technical Assistance Center if the clearance between the stopper and the housing is greater than 2.70 mm. Additionally,...
OnStar Upgrade - 09/16/2010
... to build loyalty to the dealership and it allows the dealer the opportunity to offer additional service work as needed. ...
Safety Recall 10023C - 08/10/2010
... Power Steering Motor: This recall has been revised to address updates to the parts information and service procedure sections. The recall applies to certain 2005-2010 Chevrolet Cobalt and 2007-2010 Pontiac G5 vehicles equipped with Electric Power Steering....
Customer Satisfaction Recall 10257A - 11/18/2010
... certain antilock braking events. Dealers are to inspect and, if necessary, replace the BPMV. The service procedure for the recall was updated to include the addition of a note on the GDS diagnostic screen. It is anticipated that only 20 vehicles will...
Safety Recall 09049A - 04/12/2011
Brake Lamps Inoperative or Continuous Illumination: The part information, service procedure and warranty transaction information sections within the bulletin have been revised to include the replacement of the burned out brake lamp bulb(s). The bulletin...
Special Coverage 09186B - 04/12/2011
Brake Lamps Inoperative or Continuous Illumination: The part information, service procedure and warranty transaction information section within the bulletin have been revised to include the replacement of burned out brake lamp bulb(s). The brake lamp...
Safety Recall 10282B - 04/12/2011
... are to inspect the production number of the PCM, and if necessary, replace that component. The service procedure in the bulletin has been revised to advise technicians that the replacement modules are programmed at the factory and only require progr...
Special Coverage 10335B - 04/12/2011
Airbag Readiness Light/Service Airbag Message: This special coverage has been updated to include certain 2009 model year vehicles and to address an update to the part information section. Involved vehicles may exhibit wear which could lead to corrosion...
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 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...
Emission Recall 10136A - 02/23/2011
... 2008-2010 Chevrolet Malibu hybrid vehicles has been revised to include a warning statement before service procedure step 1, a photo and two notes before step 7.3. The recall correction procedure is to replace the hybrid batteries and reprogram the engine...
Safety Recall 10426E - 02/23/2011
... a revision to the parts information section. A revision has also been made to step 19 in the service procedure. ...
Customer Satisfaction Recall 11030 - 02/23/2011
... Chevrolet 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. ...
Special Policy Coverage 10335 - 01/19/2011
Airbag Readiness Light/Service Airbag Message-Reroute Wire Harness/Replace Connectors: Approximately 124,000 Buick Enclave and GMC Acadia vehicles may exhibit wear which could lead to corrosion in the connector terminal pins at the connection between...
Noncompliance Recall 09298D - 12/24/2010
... an update to the parts information section. Mass Comp is no longer an authorized Electronic Service Center; dealers in Canada are to contact York Electronics for all exchanges. The recall applies to certain 2010 Chevrolet Equinox and GMC Terrain veh...
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...
Certified Elite Program - 10/14/2011
... at this empowerment level. At this point there are 56 reject reasons that can be overridden by the service agent at this level. Elite dealers may authorize up to 20 hours of OLH with unlimited rental days. Only those dealers that achieve and maintain...
Exchange Program for Electronic Products - 10/14/2011
GM has recently updated two bulletins that address Electronic Exchange Service Centers. Bulletin 08-08-44-029B addresses warranty and goodwill procedures for exchange components. While the update is to add model years and update ESC contact information,...
GM-US - 04/27/2011
When viewing the Service Agent Profile for empowerment levels or performing an analysis of expense and expense trends be sure to select GM-US as the Business Unit. GM-US indicates warranty transactions. MIC, GMPP, is the other Business Unit selection....
Emission Recall 11054 - 04/27/2011
... Express, Silverado HD; 2010 GMC Savana , Sierra HD, TopKick equipped with a 6.6L Duramax Diesel, serviced with a suspect EGT sensor. Dealers are to replace both EGT sensors. ...
Safety Recall 06041D - 02/04/2010
Body Color Roof Adhesive Separation: The recall has been revised to address an updated service procedure. Roof replacement is required with the new procedure. The recall applies to certain 2005-2007 Chevrolet Corvette vehicles with body color roof. Some...
Changes to the Pre Delivery Inspection Form - 04/13/2010
... dealer to more easily check for outstanding required field actions such as open recall campaigns, service update bulletins and software updates at the time of PDI. ...
... technicians with varying degrees of experience and the result can be ten different repair times.Service management has the empowerment to pay technicians other labour time (OLT) to cover extensive diagnosis that goes above and beyond what is considered...
Part Return - 08/10/2010
The Part Return Process was developed to facilitate movement of parts from the service agent to GM. The process normally involves sending the parts to the Warranty Parts Center. In some cases, parts may be shipped directly to an engineering facility or...
Who should manage your warranty dollar investment? - 09/16/2010
... involved in warranty administration. This person should be the source of knowledge for sales, service administration, service performance, parts, and administrative personnel within the dealership on any question regarding warranty. 4.) Consider creating...
Safety Recall 10018 - 09/16/2010
Accelerator Pedal Sticking: The service procedure in the safety recall has been revised to eliminate the requirement to contact the Technical Assistance Center if the clearance between the stopper and the housing is greater than 2.70 mm. Additionally,...
OnStar Upgrade - 09/16/2010
... to build loyalty to the dealership and it allows the dealer the opportunity to offer additional service work as needed. ...
Safety Recall 10023C - 08/10/2010
... Power Steering Motor: This recall has been revised to address updates to the parts information and service procedure sections. The recall applies to certain 2005-2010 Chevrolet Cobalt and 2007-2010 Pontiac G5 vehicles equipped with Electric Power Steering....
Customer Satisfaction Recall 10257A - 11/18/2010
... certain antilock braking events. Dealers are to inspect and, if necessary, replace the BPMV. The service procedure for the recall was updated to include the addition of a note on the GDS diagnostic screen. It is anticipated that only 20 vehicles will...
Safety Recall 09049A - 04/12/2011
Brake Lamps Inoperative or Continuous Illumination: The part information, service procedure and warranty transaction information sections within the bulletin have been revised to include the replacement of the burned out brake lamp bulb(s). The bulletin...
Special Coverage 09186B - 04/12/2011
Brake Lamps Inoperative or Continuous Illumination: The part information, service procedure and warranty transaction information section within the bulletin have been revised to include the replacement of burned out brake lamp bulb(s). The brake lamp...
Safety Recall 10282B - 04/12/2011
... are to inspect the production number of the PCM, and if necessary, replace that component. The service procedure in the bulletin has been revised to advise technicians that the replacement modules are programmed at the factory and only require progr...
Special Coverage 10335B - 04/12/2011
Airbag Readiness Light/Service Airbag Message: This special coverage has been updated to include certain 2009 model year vehicles and to address an update to the part information section. Involved vehicles may exhibit wear which could lead to corrosion...
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 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...
Emission Recall 10136A - 02/23/2011
... 2008-2010 Chevrolet Malibu hybrid vehicles has been revised to include a warning statement before service procedure step 1, a photo and two notes before step 7.3. The recall correction procedure is to replace the hybrid batteries and reprogram the engine...
Safety Recall 10426E - 02/23/2011
... a revision to the parts information section. A revision has also been made to step 19 in the service procedure. ...
Customer Satisfaction Recall 11030 - 02/23/2011
... Chevrolet 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. ...
Special Policy Coverage 10335 - 01/19/2011
Airbag Readiness Light/Service Airbag Message-Reroute Wire Harness/Replace Connectors: Approximately 124,000 Buick Enclave and GMC Acadia vehicles may exhibit wear which could lead to corrosion in the connector terminal pins at the connection between...
Noncompliance Recall 09298D - 12/24/2010
... an update to the parts information section. Mass Comp is no longer an authorized Electronic Service Center; dealers in Canada are to contact York Electronics for all exchanges. The recall applies to certain 2010 Chevrolet Equinox and GMC Terrain veh...
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...
Certified Elite Program - 10/14/2011
... at this empowerment level. At this point there are 56 reject reasons that can be overridden by the service agent at this level. Elite dealers may authorize up to 20 hours of OLH with unlimited rental days. Only those dealers that achieve and maintain...
Exchange Program for Electronic Products - 10/14/2011
GM has recently updated two bulletins that address Electronic Exchange Service Centers. Bulletin 08-08-44-029B addresses warranty and goodwill procedures for exchange components. While the update is to add model years and update ESC contact information,...
GM-US - 04/27/2011
When viewing the Service Agent Profile for empowerment levels or performing an analysis of expense and expense trends be sure to select GM-US as the Business Unit. GM-US indicates warranty transactions. MIC, GMPP, is the other Business Unit selection....
Emission Recall 11054 - 04/27/2011
... Express, Silverado HD; 2010 GMC Savana , Sierra HD, TopKick equipped with a 6.6L Duramax Diesel, serviced with a suspect EGT sensor. Dealers are to replace both EGT sensors. ...
Safety Recall 06041D - 02/04/2010
Body Color Roof Adhesive Separation: The recall has been revised to address an updated service procedure. Roof replacement is required with the new procedure. The recall applies to certain 2005-2007 Chevrolet Corvette vehicles with body color roof. Some...
Changes to the Pre Delivery Inspection Form - 04/13/2010
... dealer to more easily check for outstanding required field actions such as open recall campaigns, service update bulletins and software updates at the time of PDI. ...
ZSSP: Special Sales Program - 02/04/2010
... customers into the dealership to generate sales. Typically the customer receives some sort of free service such as an oil change payable by GM. When submitting in GWM enter transaction type ZSSP, the labor operation number that corresponds to the program...
Special Coverage Adjustment 04039C - 01/06/2010
Injectors-Replace: Update to the special coverage to incorporate Technical Service Bulletins 03-06-04-036B and 04-06-04-007I into the special coverage bulletin. The special coverage applies to certain 2001-2004 Chevrolet Silverado, 2001-2004 GMC Sierra,...
Warranty Performance Analysis - 01/06/2010
... costs, losses and profit. In 2009, it provided a comprehensive description of the functions of service department members. In 2010 we will provide a few examples of problems found during audits, as well instructions for dealer use to analyze their own...
Warranty Performance Analysis - 04/13/2010
... 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? What are the lemon laws in...
Safety Recall 10091A - 05/12/2010
... cables. A bulletin update has been issued to address a revision to the parts information and service procedure sections. ...
Safety Recall 10118 - 05/12/2010
Service Active Handling System Message in the Driver Information Center: Owners of certain 2005-2006 Chevrolet Corvette vehicles equipped with a tilt and telescoping steering column may require inspection of the wire connection in the steering column ...
Safety Recall 07035A - 06/07/2010
Engine Compartment Fire: This safety recall has been updated to provide a service procedure revision. Certain 1997-2003 Buick Regal GS, Pontiac Grand Prix GTP vehicles equipped with a 3.8L V6 Supercharged engine are involved in the recall. Dealers are...
Safety Recall 09149A - 06/07/2010
Front Brake Hose Fitting Corrosion-Replace Front Brake Hoses: The service procedure within recall bulletin 09149A has been updated. The recall involves certain 2003-2007 Cadillac CTS vehicles sold or currently registered in certain states. Dealers are...
Safety Recall 10023B - 06/07/2010
... Motor: The recall bulletin has been updated to include a revision to the parts information and service procedure sections. Certain vehicles that are equipped with electric power steering may have a condition in which a sudden loss of power steering assist...
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...
GMVIS - 06/07/2010
In early June GM removed the GMVIS link from the Sales, Service and Parts Workbenches in GlobalConnect. Dealers should be using the GMVIS replacement-Investigate Vehicle History. This resource may be found in Global Warranty Management under the Interface...
Assembly Replacements - 04/28/2016
... 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 is replaced, the part that actually caused the failure...
Other Labor Hours - 04/28/2016
The technician must contact service management for approval prior to the work being performed.Separate on/off time punches are required on the technician's time ticket for the OLH time claimed on each labor operation with OLH. The technician must...
Stop Delivery - 04/28/2016
... documentation for vehicles that are involved in upcoming recalls with a Stop Delivery notice. The Service Consultant Dashboard also provides indication of the Stop Delivery Order in the Alerts & Action Items field. Additionally, the recall number...
Assembly Restrictions - 05/24/2016
... are indicated in the Analyze Warranty section of GWM. Select the "Items Not Allowed" tab from the Service Agent Profile. ...
Average Dealership Profits - 04/28/2016
The average dealership posted net profit from service and parts of approximately $364,000 in 2015. That equates to an increase of almost nine times the average net profit from the new vehicle department and five times that of the used vehicle departm...
Option C Labor Rate Increase - 01/11/2016
... labor rate plan received a 2.5% increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most recent rate for your dealership. Dealers are responsible for updating...
Batteries - 02/02/2016
... of the bumper-to-bumper warranty, or 12 months/unlimited miles, whichever is greater. The Service Agent must remove the Warranty Insert Tag from the new ACDelco Replacement Battery and retain it as part of the job card information. ...
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...
OLH Reminder! - 12/01/2015
... on the job card must be supported by separate on/off punch times on the technician's time ticket. Service management is required to sign/initial, date, time and provide an explanation for the OLH prior to work being performed. The technician's time ticket...
Technician Trend - 12/01/2015
... for social occasions is becoming more and more important. The National Institute for Automotive Service Excellence (ASE) strongly encourages the use of gloves. Ultimately it is up to each dealership and repair facility to set their own policies. &nb...
Transaction Submission Time Limit Update - 12/01/2015
The Service Policy & Procedures Manual has been updated to reflect the following transaction submission filing time parameter:All transactions must be completed, processed and paid through GWM within 180 days of repair completion date for job cards...
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...
Policy and Electronic Exchange Components - 12/01/2015
The Electronic Service Center (ESC), or TAC, with restricted components, must be notified at the time of the order that an exchange component is being handled as a Policy decision repair. The name of the person that is authorizing the Policy adjustment...
Recall 15025 Goodyear Fortuna HL Tires - 04/28/2015
... must be returned to the following address: Goodyear Tire and RubberNorth American Product Service CenterKing Mill CourtDoors S13 thru S22McDonough, GA 30253After receiving the Part Return request and printing the UPS return label, you will notice...
... customers into the dealership to generate sales. Typically the customer receives some sort of free service such as an oil change payable by GM. When submitting in GWM enter transaction type ZSSP, the labor operation number that corresponds to the program...
Special Coverage Adjustment 04039C - 01/06/2010
Injectors-Replace: Update to the special coverage to incorporate Technical Service Bulletins 03-06-04-036B and 04-06-04-007I into the special coverage bulletin. The special coverage applies to certain 2001-2004 Chevrolet Silverado, 2001-2004 GMC Sierra,...
Warranty Performance Analysis - 01/06/2010
... costs, losses and profit. In 2009, it provided a comprehensive description of the functions of service department members. In 2010 we will provide a few examples of problems found during audits, as well instructions for dealer use to analyze their own...
Warranty Performance Analysis - 04/13/2010
... 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? What are the lemon laws in...
Safety Recall 10091A - 05/12/2010
... cables. A bulletin update has been issued to address a revision to the parts information and service procedure sections. ...
Safety Recall 10118 - 05/12/2010
Service Active Handling System Message in the Driver Information Center: Owners of certain 2005-2006 Chevrolet Corvette vehicles equipped with a tilt and telescoping steering column may require inspection of the wire connection in the steering column ...
Safety Recall 07035A - 06/07/2010
Engine Compartment Fire: This safety recall has been updated to provide a service procedure revision. Certain 1997-2003 Buick Regal GS, Pontiac Grand Prix GTP vehicles equipped with a 3.8L V6 Supercharged engine are involved in the recall. Dealers are...
Safety Recall 09149A - 06/07/2010
Front Brake Hose Fitting Corrosion-Replace Front Brake Hoses: The service procedure within recall bulletin 09149A has been updated. The recall involves certain 2003-2007 Cadillac CTS vehicles sold or currently registered in certain states. Dealers are...
Safety Recall 10023B - 06/07/2010
... Motor: The recall bulletin has been updated to include a revision to the parts information and service procedure sections. Certain vehicles that are equipped with electric power steering may have a condition in which a sudden loss of power steering assist...
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...
GMVIS - 06/07/2010
In early June GM removed the GMVIS link from the Sales, Service and Parts Workbenches in GlobalConnect. Dealers should be using the GMVIS replacement-Investigate Vehicle History. This resource may be found in Global Warranty Management under the Interface...
Assembly Replacements - 04/28/2016
... 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 is replaced, the part that actually caused the failure...
Other Labor Hours - 04/28/2016
The technician must contact service management for approval prior to the work being performed.Separate on/off time punches are required on the technician's time ticket for the OLH time claimed on each labor operation with OLH. The technician must...
Stop Delivery - 04/28/2016
... documentation for vehicles that are involved in upcoming recalls with a Stop Delivery notice. The Service Consultant Dashboard also provides indication of the Stop Delivery Order in the Alerts & Action Items field. Additionally, the recall number...
Assembly Restrictions - 05/24/2016
... are indicated in the Analyze Warranty section of GWM. Select the "Items Not Allowed" tab from the Service Agent Profile. ...
Average Dealership Profits - 04/28/2016
The average dealership posted net profit from service and parts of approximately $364,000 in 2015. That equates to an increase of almost nine times the average net profit from the new vehicle department and five times that of the used vehicle departm...
Option C Labor Rate Increase - 01/11/2016
... labor rate plan received a 2.5% increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most recent rate for your dealership. Dealers are responsible for updating...
Batteries - 02/02/2016
... of the bumper-to-bumper warranty, or 12 months/unlimited miles, whichever is greater. The Service Agent must remove the Warranty Insert Tag from the new ACDelco Replacement Battery and retain it as part of the job card information. ...
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...
OLH Reminder! - 12/01/2015
... on the job card must be supported by separate on/off punch times on the technician's time ticket. Service management is required to sign/initial, date, time and provide an explanation for the OLH prior to work being performed. The technician's time ticket...
Technician Trend - 12/01/2015
... for social occasions is becoming more and more important. The National Institute for Automotive Service Excellence (ASE) strongly encourages the use of gloves. Ultimately it is up to each dealership and repair facility to set their own policies. &nb...
Transaction Submission Time Limit Update - 12/01/2015
The Service Policy & Procedures Manual has been updated to reflect the following transaction submission filing time parameter:All transactions must be completed, processed and paid through GWM within 180 days of repair completion date for job cards...
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...
Policy and Electronic Exchange Components - 12/01/2015
The Electronic Service Center (ESC), or TAC, with restricted components, must be notified at the time of the order that an exchange component is being handled as a Policy decision repair. The name of the person that is authorizing the Policy adjustment...
Recall 15025 Goodyear Fortuna HL Tires - 04/28/2015
... must be returned to the following address: Goodyear Tire and RubberNorth American Product Service CenterKing Mill CourtDoors S13 thru S22McDonough, GA 30253After receiving the Part Return request and printing the UPS return label, you will notice...
Warranty Parts - 04/28/2015
... to the WPC, if requested, or disposed of as described in Policy and Procedure Article 4.1.3. Service Policy & Procedures Article 3.2.7. ...
Major Assembly Replacement Submission Guidelines - 04/28/2015
... repairs, the flush code must be documented in the labour operation dependency field. Service agents are required to retain the completed cost comparison worksheet (or parts printout) and it is to be attached to the job card. If the assembly is...
June 2015 Recall Update - 06/02/2015
... Satisfaction Program 14676A: Untreated Rivets and Poor Paint Finish on Underside of Hood: The service procedure in the recall has been revised with the addition of a note statement. The recall affects certain 2014 Buick Verano and Chevrolet Sonic vehicles. Safety...
The Oil Fields - 04/28/2015
Many dealerships lost technicians to the oil fields over the past several years. During that time, dealership service departments were unable to compete with the higher pay in the oil sector, where trained techs were seeking employment. Those same stores...
September 2015 Recall Update - 09/03/2015
... The recall bulletin has been updated to reflect revisions to the Parts Information and Service Procedure sections. The recall affects certain 2004-2012 Chevrolet Malibu, 2004-2007 Chevrolet Malibu Maxx, 2005-2010 Pontiac G6, and 2007-2010 Saturn Aura...
Compressed Natural Gas Vehicles - 09/09/2014
... 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 Sierra CNG trucks is 3600 psig...
Recall Vehicle Action Report - 09/09/2014
... mailed to the address listed on the form.The form is available in the GlobalConnect Library in the Service Category, within the Field Action link. ...
The Ignition Switch Recall - 09/09/2014
IVHService advisors should confirm the open recall in IVH, accurately documenting the open recall numbers on the job card.The warranty administrator should verify the correct recall number on the job card prior to assigning a labour operation and submitting...
Empowerment - 11/25/2014
... small, yet critical update has been included with the Policy section of the bulletin. The service manager must authorize the policy adjustment prior to the claim being submitted. The authorization must be in the form of an explanation, signature/initials,...
Powertrain/Drivetrain Assembly - 11/25/2014
... transmission, or transfer case. A copy of the documentation must be retained with the vehicle service history file. When it is determined that the component requires replacement, a copy of the documentation must be returned with the failed assembly....
February 2015 Recall Update - 01/21/2015
... order to prevent the condition. Safety Recall 14152E: Transmission Shift Cable Fracture: The service procedure in the bulletin has been updated to include an inspection procedure. Certain 2004-2007 Chevrolet Malibu Maxx, 2004-2008 Chevrolet Malibu,...
Aftermarket Calibrations - 11/25/2014
... 0600014. The labour operation pays .2 hours and must be routed to the WSC for approval. The service manager must be involved in any situation that would justify the use of the operation and the DMA must also be notified. ...
Option C Labour Rate - 12/19/2014
... C labour rate plan received an increase. The new labour rate can be viewed in GWM within the View Service Agent Profile link. From this link select Labour Rates to view the most recent rate for your dealership. Dealers are responsible for updating...
Hazmat Emergency Response - 02/23/2015
... for 2015 remains the same as the fee charged in 2014, $5.15. The 24-hour emergency response phone service provides compliance with DOT regulations. ...
Labor Rate Increase - 01/21/2015
... software labor rate table to reflect the increase. The updated rate is posted in GWM within the Service Agent Profile link. ...
Technician Time Recording Reminder - 01/21/2015
... technician ID, along with actual date and start and stop time(s) while on premises the same day. Service Policies and Procedures Manual 3.2.9 Time punching documentation on the physical job card no longer meets technician time documentation requirements...
Policy Decisions - 02/27/2014
The service manager has received notice that the DMA will be visiting the dealership to discuss warranty, specifically Policy Decisions. The service manager must work with the warranty administrator prior to the visit to review the store's Policy statistics.While...
The Authorization Code - 02/27/2014
... along with the date approved, time, and signature/initials are to be recorded on the job card by service management - from P& P Article 1.6.2.15....
Customer Retention Stats - 02/27/2014
... customer experienceA customer is four times more likely to buy from a competitor if the issue is service related vs price or product relatedA 10% increase in customer retention levels results in a 30% increase in the value of the company86% of buyers...
Loose Inside Rear View Mirror - 04/03/2014
... not to attempt to reinstall the bracket onto the windshield. The revised bracket assembly is not serviceable. The technician must install a new windshield glass assembly to correct the concern. The bracket comes installed on the new glass assembly. The...
Corvette ZR1 - 01/28/2014
Some owners of the 2009-2011 Chevrolet Corvette ZR1, equipped with a 6.2L engine, may have a service soon light concern. Technicians may find DTC P0420, P0430 stored in history. Bulletin 14-06-04-001 states that the technician is to replace the catalytic...
Cadillac ELR - 01/10/2014
... dealers with a complete suite of training tools and opportunities to help prepare the sales and service staff. The hands-on training portion took place in early to mid-January in Orlando and Las Vegas. ...
Option C Labour Rate - 01/10/2014
... a 2.5% increase. The new labour rate can be viewed in Global Warranty Management within the View Service Agent Profile link. From this link select Labour Rates to view the most recent rate for your dealership. Dealers were responsible for updating their...
Cadillac Premium Care Maintenance - 01/10/2014
... is listed in the Applicable Warranties section of IVH, the vehicle is eligible to be serviced in either the US or Canada under the program rules. The same holds true for eligible US vehicles with the following noted in IVH "Premium Care Maintenance"....
Cost Comparison Estimate - 07/01/2014
All service agents are required to retain the completed Powertrain/Drivetrain Replacement Authorization Request-Repair Estimate-Replacement Component Assembly Estimate Worksheet (Cost Comparison Estimate) for transmission/transfer case/engine assembly...
... to the WPC, if requested, or disposed of as described in Policy and Procedure Article 4.1.3. Service Policy & Procedures Article 3.2.7. ...
Major Assembly Replacement Submission Guidelines - 04/28/2015
... repairs, the flush code must be documented in the labour operation dependency field. Service agents are required to retain the completed cost comparison worksheet (or parts printout) and it is to be attached to the job card. If the assembly is...
June 2015 Recall Update - 06/02/2015
... Satisfaction Program 14676A: Untreated Rivets and Poor Paint Finish on Underside of Hood: The service procedure in the recall has been revised with the addition of a note statement. The recall affects certain 2014 Buick Verano and Chevrolet Sonic vehicles. Safety...
The Oil Fields - 04/28/2015
Many dealerships lost technicians to the oil fields over the past several years. During that time, dealership service departments were unable to compete with the higher pay in the oil sector, where trained techs were seeking employment. Those same stores...
September 2015 Recall Update - 09/03/2015
... The recall bulletin has been updated to reflect revisions to the Parts Information and Service Procedure sections. The recall affects certain 2004-2012 Chevrolet Malibu, 2004-2007 Chevrolet Malibu Maxx, 2005-2010 Pontiac G6, and 2007-2010 Saturn Aura...
Compressed Natural Gas Vehicles - 09/09/2014
... 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 Sierra CNG trucks is 3600 psig...
Recall Vehicle Action Report - 09/09/2014
... mailed to the address listed on the form.The form is available in the GlobalConnect Library in the Service Category, within the Field Action link. ...
The Ignition Switch Recall - 09/09/2014
IVHService advisors should confirm the open recall in IVH, accurately documenting the open recall numbers on the job card.The warranty administrator should verify the correct recall number on the job card prior to assigning a labour operation and submitting...
Empowerment - 11/25/2014
... small, yet critical update has been included with the Policy section of the bulletin. The service manager must authorize the policy adjustment prior to the claim being submitted. The authorization must be in the form of an explanation, signature/initials,...
Powertrain/Drivetrain Assembly - 11/25/2014
... transmission, or transfer case. A copy of the documentation must be retained with the vehicle service history file. When it is determined that the component requires replacement, a copy of the documentation must be returned with the failed assembly....
February 2015 Recall Update - 01/21/2015
... order to prevent the condition. Safety Recall 14152E: Transmission Shift Cable Fracture: The service procedure in the bulletin has been updated to include an inspection procedure. Certain 2004-2007 Chevrolet Malibu Maxx, 2004-2008 Chevrolet Malibu,...
Aftermarket Calibrations - 11/25/2014
... 0600014. The labour operation pays .2 hours and must be routed to the WSC for approval. The service manager must be involved in any situation that would justify the use of the operation and the DMA must also be notified. ...
Option C Labour Rate - 12/19/2014
... C labour rate plan received an increase. The new labour rate can be viewed in GWM within the View Service Agent Profile link. From this link select Labour Rates to view the most recent rate for your dealership. Dealers are responsible for updating...
Hazmat Emergency Response - 02/23/2015
... for 2015 remains the same as the fee charged in 2014, $5.15. The 24-hour emergency response phone service provides compliance with DOT regulations. ...
Labor Rate Increase - 01/21/2015
... software labor rate table to reflect the increase. The updated rate is posted in GWM within the Service Agent Profile link. ...
Technician Time Recording Reminder - 01/21/2015
... technician ID, along with actual date and start and stop time(s) while on premises the same day. Service Policies and Procedures Manual 3.2.9 Time punching documentation on the physical job card no longer meets technician time documentation requirements...
Policy Decisions - 02/27/2014
The service manager has received notice that the DMA will be visiting the dealership to discuss warranty, specifically Policy Decisions. The service manager must work with the warranty administrator prior to the visit to review the store's Policy statistics.While...
The Authorization Code - 02/27/2014
... along with the date approved, time, and signature/initials are to be recorded on the job card by service management - from P& P Article 1.6.2.15....
Customer Retention Stats - 02/27/2014
... customer experienceA customer is four times more likely to buy from a competitor if the issue is service related vs price or product relatedA 10% increase in customer retention levels results in a 30% increase in the value of the company86% of buyers...
Loose Inside Rear View Mirror - 04/03/2014
... not to attempt to reinstall the bracket onto the windshield. The revised bracket assembly is not serviceable. The technician must install a new windshield glass assembly to correct the concern. The bracket comes installed on the new glass assembly. The...
Corvette ZR1 - 01/28/2014
Some owners of the 2009-2011 Chevrolet Corvette ZR1, equipped with a 6.2L engine, may have a service soon light concern. Technicians may find DTC P0420, P0430 stored in history. Bulletin 14-06-04-001 states that the technician is to replace the catalytic...
Cadillac ELR - 01/10/2014
... dealers with a complete suite of training tools and opportunities to help prepare the sales and service staff. The hands-on training portion took place in early to mid-January in Orlando and Las Vegas. ...
Option C Labour Rate - 01/10/2014
... a 2.5% increase. The new labour rate can be viewed in Global Warranty Management within the View Service Agent Profile link. From this link select Labour Rates to view the most recent rate for your dealership. Dealers were responsible for updating their...
Cadillac Premium Care Maintenance - 01/10/2014
... is listed in the Applicable Warranties section of IVH, the vehicle is eligible to be serviced in either the US or Canada under the program rules. The same holds true for eligible US vehicles with the following noted in IVH "Premium Care Maintenance"....
Cost Comparison Estimate - 07/01/2014
All service agents are required to retain the completed Powertrain/Drivetrain Replacement Authorization Request-Repair Estimate-Replacement Component Assembly Estimate Worksheet (Cost Comparison Estimate) for transmission/transfer case/engine assembly...
4G LTE in 2015 MY Vehicles - 06/06/2014
4G LTE has launched in 2015 model year vehicles. These vehicles will have improved 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...
Ignition Switch Recall Revision - 05/09/2014
The recalls pertaining to the ignition switch, ignition lock cylinder, and ignition key have undergone revisions to the service procedure and/or the warranty transaction submission sections. Recalls 14113A and 14133A have been updated to include a 0.1...
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, ...
Hazard Flasher Operation - 05/09/2014
... on vehicles produced after 10/11/2013, or any vehicle that has had the BCM programmed during a service visit. ...
Store Upgrades - 04/13/2012
... meet customer experience standards. Those standards include facility upgrades, extensive sales and service training and other customer experience standards. ...
Notifications Area - 03/08/2012
The Notifications Area isn't just for part returns anymore! If you have been selected to participate in a SASR (Service Agent Self Review) or have rejected PRA Requests it will be communicated to you through the Notifications Area on GWM. Another reason...
Quick Alignment - 05/02/2012
... is so quick, dealers may offer free, quick alignment checks for every vehicle that enters the service drive. Many of the free checks may be converted into an alignment....
Certified Resource Center - 05/02/2012
... Guide, available within the Overview and Process tab. The guide contains a list of the covered services under the Standard C/B/G Certified Pre-Owned 2/30,000 Maintenance Plan. Forum Tip from Jodi...
Option C Labor Rate Increase - 01/19/2012
... 2010, through November 2011, Dealers may view their warranty labour rate in GWM under the "View Service Agent Profile" link and select the "Labour Rates" option. ...
Documenting Customer Concerns Correctly - 02/07/2012
... 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 on the job card for the technician to understand...
January 2013 Recall Update - 01/24/2013
... Engine May Not Start, MIL or SES Lamp: The recall has been revised to include an update to the service procedure. The procedure now includes the installation of the Recall Identification Label and the completion of a "Proof of Correction" certificate...
December 2012 Recall Update - 12/18/2012
... Chain Wear-Revised: The Special Coverage has been updated to include additional vehicles and a service procedure revision. The bulletin addresses a premature wear issue with the timing chain in certain 2009 Buick Enclave; 2007-2009 Cadillac CTS, SRX,...
GMPP Sublet Markup - 10/08/2012
... is 25% up to a limit of $100. This policy includes repairs/exchanges performed via the Electronic Service Center. Markup does not apply to shipping and freight charges. GMPP Administration Guide. ...
Empowerment-Request for Goodwill - 11/05/2012
... coverage has been added to the Component 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,...
Repair Completion Date - 11/05/2012
... on the warranty claim transaction in GWM. The repair completion date is the date that the service repair was completed, if it is different than the job card date. All pricing, such as labour, parts, part markup, is based on the repair completion...
Wheel Alignment Guidelines - 07/02/2012
... correct what the customer is experiencing. It's a lengthy bulletin, but should be reviewed by both service advisors and technicians. Many pages of the bulletin have examples of what is normal tire wear and vehicle pull.Tramlining is said to be an industry...
Option Discrepancies - 06/06/2012
... is never filed as a transportation transaction. Policies and Procedures state that when a service agent identifies a vehicle, which has been incorrectly built or invoice options have been omitted by the assembly plant, they must contact their DMA...
August 2012 Recall Update - 08/09/2012
... 11290B - Degraded Connection Between Ignition Coil Spark Plug Boots and Spark Plugs: The recall service procedure has been revised to note that the spark plug kit contains new springs that are to be installed. Additionally, steps 13-15 have also been...
September 2012 Recall Update - 08/30/2012
... 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 operation will not close this recall.Upcoming Safety Recall 12180 -...
Simplifying Accessories - 10/08/2012
... accessories are purchased after a vehicle is built by either the new customer or the service agent, the cost of the accessory and the labour to install it are paid for by the customer or added to the cost of the vehicle by the service agent. These accessories...
Warranty Parts - 08/30/2012
... be turned into the parts department by the technician for tagging, retention, and/or return. The service agent is required to retain the part for a minimum of 15 days after the transaction payment date. Parts requested for return by the WPC must be received...
Liftgate Struts - 08/30/2012
GM engineering has requested that service agents document additional information on the job card when performing a lift gate strut replacement on a 2012 Chevrolet Captiva Sport. The technician is to indicate on the job card which side of the lift gate...
Dexos1 0W20 Price Decrease - 11/18/2013
... reduction on 0W20 dexos1 engine oil in quarts, drums, and bulk. This oil specification is the service oil for most 2014 GMC and Chevrolet pickup trucks. Complete part and price information is available in GlobalConnect within the EPIC application. Current...
Legacy LTG - 09/04/2013
The old Labour Time Guide listing the legacy five digit labour operation codes have been removed from Service Information (SI). All transactions should be processed using the current seven digit labour operation and times contained in the Global Labour...
System Maintenance - 07/30/2013
... in early August for system maintenance. IVH may be accessed through the stand-alone link on the Service Workbench of GlobalConnect. The stand-alone link may be found under the Menu and Inspection Toolkit. SundayMondayTuesdayWednesdayThursdayFridaySaturday8/48/58/68/78/88/9GWM...
4G LTE has launched in 2015 model year vehicles. These vehicles will have improved 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...
Ignition Switch Recall Revision - 05/09/2014
The recalls pertaining to the ignition switch, ignition lock cylinder, and ignition key have undergone revisions to the service procedure and/or the warranty transaction submission sections. Recalls 14113A and 14133A have been updated to include a 0.1...
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, ...
Hazard Flasher Operation - 05/09/2014
... on vehicles produced after 10/11/2013, or any vehicle that has had the BCM programmed during a service visit. ...
Store Upgrades - 04/13/2012
... meet customer experience standards. Those standards include facility upgrades, extensive sales and service training and other customer experience standards. ...
Notifications Area - 03/08/2012
The Notifications Area isn't just for part returns anymore! If you have been selected to participate in a SASR (Service Agent Self Review) or have rejected PRA Requests it will be communicated to you through the Notifications Area on GWM. Another reason...
Quick Alignment - 05/02/2012
... is so quick, dealers may offer free, quick alignment checks for every vehicle that enters the service drive. Many of the free checks may be converted into an alignment....
Certified Resource Center - 05/02/2012
... Guide, available within the Overview and Process tab. The guide contains a list of the covered services under the Standard C/B/G Certified Pre-Owned 2/30,000 Maintenance Plan. Forum Tip from Jodi...
Option C Labor Rate Increase - 01/19/2012
... 2010, through November 2011, Dealers may view their warranty labour rate in GWM under the "View Service Agent Profile" link and select the "Labour Rates" option. ...
Documenting Customer Concerns Correctly - 02/07/2012
... 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 on the job card for the technician to understand...
January 2013 Recall Update - 01/24/2013
... Engine May Not Start, MIL or SES Lamp: The recall has been revised to include an update to the service procedure. The procedure now includes the installation of the Recall Identification Label and the completion of a "Proof of Correction" certificate...
December 2012 Recall Update - 12/18/2012
... Chain Wear-Revised: The Special Coverage has been updated to include additional vehicles and a service procedure revision. The bulletin addresses a premature wear issue with the timing chain in certain 2009 Buick Enclave; 2007-2009 Cadillac CTS, SRX,...
GMPP Sublet Markup - 10/08/2012
... is 25% up to a limit of $100. This policy includes repairs/exchanges performed via the Electronic Service Center. Markup does not apply to shipping and freight charges. GMPP Administration Guide. ...
Empowerment-Request for Goodwill - 11/05/2012
... coverage has been added to the Component 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,...
Repair Completion Date - 11/05/2012
... on the warranty claim transaction in GWM. The repair completion date is the date that the service repair was completed, if it is different than the job card date. All pricing, such as labour, parts, part markup, is based on the repair completion...
Wheel Alignment Guidelines - 07/02/2012
... correct what the customer is experiencing. It's a lengthy bulletin, but should be reviewed by both service advisors and technicians. Many pages of the bulletin have examples of what is normal tire wear and vehicle pull.Tramlining is said to be an industry...
Option Discrepancies - 06/06/2012
... is never filed as a transportation transaction. Policies and Procedures state that when a service agent identifies a vehicle, which has been incorrectly built or invoice options have been omitted by the assembly plant, they must contact their DMA...
August 2012 Recall Update - 08/09/2012
... 11290B - Degraded Connection Between Ignition Coil Spark Plug Boots and Spark Plugs: The recall service procedure has been revised to note that the spark plug kit contains new springs that are to be installed. Additionally, steps 13-15 have also been...
September 2012 Recall Update - 08/30/2012
... 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 operation will not close this recall.Upcoming Safety Recall 12180 -...
Simplifying Accessories - 10/08/2012
... accessories are purchased after a vehicle is built by either the new customer or the service agent, the cost of the accessory and the labour to install it are paid for by the customer or added to the cost of the vehicle by the service agent. These accessories...
Warranty Parts - 08/30/2012
... be turned into the parts department by the technician for tagging, retention, and/or return. The service agent is required to retain the part for a minimum of 15 days after the transaction payment date. Parts requested for return by the WPC must be received...
Liftgate Struts - 08/30/2012
GM engineering has requested that service agents document additional information on the job card when performing a lift gate strut replacement on a 2012 Chevrolet Captiva Sport. The technician is to indicate on the job card which side of the lift gate...
Dexos1 0W20 Price Decrease - 11/18/2013
... reduction on 0W20 dexos1 engine oil in quarts, drums, and bulk. This oil specification is the service oil for most 2014 GMC and Chevrolet pickup trucks. Complete part and price information is available in GlobalConnect within the EPIC application. Current...
Legacy LTG - 09/04/2013
The old Labour Time Guide listing the legacy five digit labour operation codes have been removed from Service Information (SI). All transactions should be processed using the current seven digit labour operation and times contained in the Global Labour...
System Maintenance - 07/30/2013
... in early August for system maintenance. IVH may be accessed through the stand-alone link on the Service Workbench of GlobalConnect. The stand-alone link may be found under the Menu and Inspection Toolkit. SundayMondayTuesdayWednesdayThursdayFridaySaturday8/48/58/68/78/88/9GWM...
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...
4G LTE Connectivity - 07/03/2013
... are to leverage its OnStar unit and 4G LTE mobile broadband hardware to offer more connected services to drivers. GM hopes that the global roll out will help cut down on distracted driving. ...
Reflections for the Year and Years Past - 12/09/2013
... In February of this year we noticed a new piece of information incorporated into IVH, aftermarket service contract information. Service advisors were given a tool to help them identify customers who may have purchased a service contract other than GMPP....
Impala LTD - 12/09/2013
... until 2016; about two years longer than was previously indicated. The Impala Limited has been in service, as the original Impala, since the 2006 model year. The Limited has done very well with fleets as a less expensive, high volume car. ...
Hydraulic Brake Pipe Kits - 01/10/2014
... providing dealers with information on pre-formed and pre-flared hydraulic brake pipe kits. This service strategy assists dealers with the replacement of hydraulic brake pipes for certain vehicles. The kits are to be used anytime replacement of the entire...
New Labour Rate in January 2014 - 12/09/2013
... 2012 through November 2013.Dealers may view their warranty labour rate in GWM under the "View Service Agent Profile" link and select the "Labour Rates" option. ...
How Many Customer Signatures are Necessary? - 11/18/2013
... being performed. If a customer is not available to sign the job card after it is written up, the service manager must sign and document the circumstances surrounding why the customer could not sign. In some dealerships customers are being asked...
New Repair Groups - 02/26/2013
... & security70 Seats74 Steering80 Suspension84 Transmission90 Field actions and unique service bulletin labor codes96 Accessories ...
Visit jlwarranty at the NADA Convention - 01/24/2013
Visit the GM Dealer Equipment & Services area of the General Motors exhibit. We will be available to dealers for consultation and to answer warranty questions.
Option C Labour Rate Increase - 01/24/2013
... 2011, through November 2012.Dealers may view their warranty labour rate in GWM under the "View Service Agent Profile" link and select the "Labour Rates" option. ...
GM Dealer Replacement Parts Warranty Quick Reference Chart - 01/24/2013
... Chart has been revised. The new chart may be found in the GlobalConnect Library tab in the Service category. Click on the Warranty link to open the results for that section. The new reference chart is titled GM Dealer Replacement Parts Warranties for...
New Accessory Programs - 04/12/2013
Two new accessory programs have been recently released that affects both sales and service. Although at first glance the programs may appear to be tailored more toward the sales department than service. The promotions reward eligible retail participants...
Non-GM Calibrations - 05/14/2013
... parts and before disassembly, repair or replacement of an engine assembly under warranty. For service agents required to call PQC for Powertrain/Drivetrain assembly replacement authorization, the Calibration Verification Procedure must be performed by...
Global Labour Code Format - 05/14/2013
Service Agents began submitting all transactions using the new Global Labour Code format on May 7, 2013. The new labour code format must be used regardless of the job card date, except for select instances (see the Global Labour Code Exceptions article ...
Check Engine Light - 05/14/2013
A service engine soon light condition on the 2013 Buick Verano equipped with a 2.0L engine is addressed in PI0931. DTC's P0171, P1101, and/or P0101 set in the system. The condition may be caused by loose clamps on the air cleaner duct. Techs are advised...
Cores - 04/12/2013
... Cylinder head part numbers 12640010 and 12621773 continue to carry a core charge of $75.00. Advise service technicians of the cylinder head core requirement, as well as parts counter people, in conjunction with the sale of an over the counter cylinder...
June 2013 Recall Update - 06/19/2013
... 11290C: Degraded Connection Between Ignition Coil Spark Plug Boots and Spark Plugs-Revised: The service procedure section of the bulletin has been revised to include instructions on how to remove the coil boot with compressed air. The recall applies...
Updates to the Dealer Empowerment Portal - 08/23/2016
... used in situations where pre-approval is not required or it is determined to be in violation of GM Service Policy and Procedures. Rejected pre-approval requests will not be able to be resubmitted in the portal for further consideration. Goodwill...
Warranty Coverage for Customer Purchased Parts & Accessories - 07/28/2016
GM Service Replacement parts are warrantied for 12 months, unlimited mileage. Labor is covered with this warranty if the part was purchased and installed at a GM dealership. If a part is sold over-the-counter, the warranty is on the part only. Labor is...
Test Drive Offer - 07/28/2016
... the dealership up to $35 for the complimentary oil change. Dealers submit a transaction for the service using labor operation 0600851, miscellaneous net item amount $35, transaction type ZSSP, and complaint code 0090. The offer is redeemable at participating...
Assembly Replacement Reminder - 07/28/2016
All service agents, regardless of their PQC status, are required to complete the Cost Comparison Worksheet prior to transmission/transfer case/engine assembly replacements, prior to vehicle repair. The worksheet must be completed in its entirety, including...
Straight Time - 05/23/2016
... Refer to the paint section of the LTG for paint labor time. Straight time repairs are to include service management signature/initials, date, time and explanation. Management should review technician time documentation prior to submission. ...
July 2016 Recall Update - 06/27/2016
... 2012 model year vehicles. The recall has also been updated to add a note at the beginning of the Service Information section, include the 2016 model year GMC Sierra HD, and an increase in population. The recall affects certain 2010-2016 Chevrolet Express,...
Add-On Authorization - 06/27/2016
Service management must document the date, time, signature/initials, and explain in detail what was inspected and why the additional repair is needed on the job card prior to work being performed. The technician must have individual and specific on/off ...
OLH Authorization - 06/27/2016
Service management approval, in the form of an explanation, date, time and signature/initials, is required for the technician to proceed with repairs. Approval must be obtained prior to the work being performed. The technician must record the reason for ...
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...
4G LTE Connectivity - 07/03/2013
... are to leverage its OnStar unit and 4G LTE mobile broadband hardware to offer more connected services to drivers. GM hopes that the global roll out will help cut down on distracted driving. ...
Reflections for the Year and Years Past - 12/09/2013
... In February of this year we noticed a new piece of information incorporated into IVH, aftermarket service contract information. Service advisors were given a tool to help them identify customers who may have purchased a service contract other than GMPP....
Impala LTD - 12/09/2013
... until 2016; about two years longer than was previously indicated. The Impala Limited has been in service, as the original Impala, since the 2006 model year. The Limited has done very well with fleets as a less expensive, high volume car. ...
Hydraulic Brake Pipe Kits - 01/10/2014
... providing dealers with information on pre-formed and pre-flared hydraulic brake pipe kits. This service strategy assists dealers with the replacement of hydraulic brake pipes for certain vehicles. The kits are to be used anytime replacement of the entire...
New Labour Rate in January 2014 - 12/09/2013
... 2012 through November 2013.Dealers may view their warranty labour rate in GWM under the "View Service Agent Profile" link and select the "Labour Rates" option. ...
How Many Customer Signatures are Necessary? - 11/18/2013
... being performed. If a customer is not available to sign the job card after it is written up, the service manager must sign and document the circumstances surrounding why the customer could not sign. In some dealerships customers are being asked...
New Repair Groups - 02/26/2013
... & security70 Seats74 Steering80 Suspension84 Transmission90 Field actions and unique service bulletin labor codes96 Accessories ...
Visit jlwarranty at the NADA Convention - 01/24/2013
Visit the GM Dealer Equipment & Services area of the General Motors exhibit. We will be available to dealers for consultation and to answer warranty questions.
Option C Labour Rate Increase - 01/24/2013
... 2011, through November 2012.Dealers may view their warranty labour rate in GWM under the "View Service Agent Profile" link and select the "Labour Rates" option. ...
GM Dealer Replacement Parts Warranty Quick Reference Chart - 01/24/2013
... Chart has been revised. The new chart may be found in the GlobalConnect Library tab in the Service category. Click on the Warranty link to open the results for that section. The new reference chart is titled GM Dealer Replacement Parts Warranties for...
New Accessory Programs - 04/12/2013
Two new accessory programs have been recently released that affects both sales and service. Although at first glance the programs may appear to be tailored more toward the sales department than service. The promotions reward eligible retail participants...
Non-GM Calibrations - 05/14/2013
... parts and before disassembly, repair or replacement of an engine assembly under warranty. For service agents required to call PQC for Powertrain/Drivetrain assembly replacement authorization, the Calibration Verification Procedure must be performed by...
Global Labour Code Format - 05/14/2013
Service Agents began submitting all transactions using the new Global Labour Code format on May 7, 2013. The new labour code format must be used regardless of the job card date, except for select instances (see the Global Labour Code Exceptions article ...
Check Engine Light - 05/14/2013
A service engine soon light condition on the 2013 Buick Verano equipped with a 2.0L engine is addressed in PI0931. DTC's P0171, P1101, and/or P0101 set in the system. The condition may be caused by loose clamps on the air cleaner duct. Techs are advised...
Cores - 04/12/2013
... Cylinder head part numbers 12640010 and 12621773 continue to carry a core charge of $75.00. Advise service technicians of the cylinder head core requirement, as well as parts counter people, in conjunction with the sale of an over the counter cylinder...
June 2013 Recall Update - 06/19/2013
... 11290C: Degraded Connection Between Ignition Coil Spark Plug Boots and Spark Plugs-Revised: The service procedure section of the bulletin has been revised to include instructions on how to remove the coil boot with compressed air. The recall applies...
Updates to the Dealer Empowerment Portal - 08/23/2016
... used in situations where pre-approval is not required or it is determined to be in violation of GM Service Policy and Procedures. Rejected pre-approval requests will not be able to be resubmitted in the portal for further consideration. Goodwill...
Warranty Coverage for Customer Purchased Parts & Accessories - 07/28/2016
GM Service Replacement parts are warrantied for 12 months, unlimited mileage. Labor is covered with this warranty if the part was purchased and installed at a GM dealership. If a part is sold over-the-counter, the warranty is on the part only. Labor is...
Test Drive Offer - 07/28/2016
... the dealership up to $35 for the complimentary oil change. Dealers submit a transaction for the service using labor operation 0600851, miscellaneous net item amount $35, transaction type ZSSP, and complaint code 0090. The offer is redeemable at participating...
Assembly Replacement Reminder - 07/28/2016
All service agents, regardless of their PQC status, are required to complete the Cost Comparison Worksheet prior to transmission/transfer case/engine assembly replacements, prior to vehicle repair. The worksheet must be completed in its entirety, including...
Straight Time - 05/23/2016
... Refer to the paint section of the LTG for paint labor time. Straight time repairs are to include service management signature/initials, date, time and explanation. Management should review technician time documentation prior to submission. ...
July 2016 Recall Update - 06/27/2016
... 2012 model year vehicles. The recall has also been updated to add a note at the beginning of the Service Information section, include the 2016 model year GMC Sierra HD, and an increase in population. The recall affects certain 2010-2016 Chevrolet Express,...
Add-On Authorization - 06/27/2016
Service management must document the date, time, signature/initials, and explain in detail what was inspected and why the additional repair is needed on the job card prior to work being performed. The technician must have individual and specific on/off ...
OLH Authorization - 06/27/2016
Service management approval, in the form of an explanation, date, time and signature/initials, is required for the technician to proceed with repairs. Approval must be obtained prior to the work being performed. The technician must record the reason for ...
Suspected Tampering - 10/26/2016
... time associated with the use of labor operation 0600014 must be documented and authorized by service management. ...
Authorization to Perform Repairs - 10/26/2016
... while the customer is present. Any changes regarding who is responsible for the charges require service management authorization prior to repairs being completed." The updated policy statement reflects the timing of the authorization. Previously, the...
Tire Prorating & Admin Allowance - 10/26/2016
... to the New Vehicle Tire Warranty Program Bulletin, 00-03-10-003, and also to Article 2.10.1 in the Service Policies and Procedures Manual. The original table for 2011-2016 GM vehicles remains the same. The two new tables address 2017 to current...
Transmission Flush Codes - 11/29/2016
... copy of the job card the seven (or eight) alpha/numeric code from the Transmission Cooling System Service Tool. The code can never be duplicated. ...
Low Cab Forward (LCF) Trucks - 11/29/2016
... from the new 2016-2017 Low Cab Forward trucks (LCF) must be retained. All dealership parts and service personnel should be aware that warranty parts for these vehicles must be retained, tagged, and stored, with return procedures in place. ...
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...
WPC Parts Return Program - 10/26/2016
... essential process that leads to better vehicle 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...
Field Action Information App - 08/23/2016
The Field Action Information App is available within the Service App selection. Launch the app to obtain up to date dealership Field Action reports, as well as view, print, and download Field Action data. Reports available within this app include: Campaign...
16/17 Corvette Maintenance - 04/17/2017
... is performed. Mobil1 oil must be used when servicing all 2014-2017 model year Corvette vehicles serviced under the Complete Care program....
Part Return Process - 04/17/2017
... of 25 is entered in the part quantity field Certain a/c repairs may require the use of a special service tool kit with consumable repair parts. These consumable components are intended to be permanently installed on the vehicle. For example: terminal...
Maintenance Letter - 03/21/2017
... customer is required to surrender the Maintenance Letter upon redemption at the dealership when services are performed....
CPO Warranty Coverage - 03/21/2017
... Manuals and scroll down until you see the guide. This guide should be downloaded and saved on your service advisors desktops for easy access in checking to see if a labor operation is covered. Your advisors can simply enter Ctrl/F, type in the labor...
New Cadillac CPO Limited Warranty - 02/17/2017
... manufacturers. The transferable warranty covers the vehicle for 6 years from the original in-service date or 100,000 total vehicle miles, whichever comes first. There is a $50 deductible per service visit when the CPO warranty is in effect. This new...
Time Recording Basics - 03/21/2017
... a repair is originally written as customer pay on the job card but turns into a warranty repair, service management must sign, date, record the time, and explain why the repair turned from customer pay to warranty. It is not a requirement that...
More on Add On Repairs - 03/21/2017
... concern should be written in a way that describes how the concern was discovered and service management must sign, date, and time their approval before the technician begins working on the vehicle....
Debits - 06/19/2017
... for the part warranty transaction. The Courtesy Transportation Article (1.4) within the Service Policies and Procedures Manual and the Program Coverage and Eligibility section of Bulletin 07-00-89-037 support the use of courtesy transportation...
WPC Part Returns - 01/23/2017
The service agent must highlight the transaction number and place the folded documentation in the plastic packing bag with the highlighted transaction number facing outward. The bag containing required documentation must be securely attached to the a...
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 ...
Empowerment Part I - 02/17/2017
Empowerment - Over the years GM has issued several communications regarding service agent empowerment. The terminology associated with the empowerment program, such as Goodwill, Policy, Customer Enthusiasm, and Warranty, have evolved over the years. The...
IVH - Vehicle Build - 02/17/2017
... screen is the Added Option Code section. Added option codes are displayed in this section once the service agent submits the appropriate Dealer Installed GM Accessory Installation labor operation....
PQC Contact Requirements - 02/17/2017
... labor operation restrictions are identified in GWM within the Items Not Allowed tab on the Service Agent Detail screen within the Analyze Warranty tab. Scroll to the right to view the Start and Termination Date for any labor operation restrictions.&...
PQC Restrictions - 12/21/2016
... assembly replacement. To view your store’s restricted labor operations, if any, go to the Service Agent Profile in the Analyze Warranty section of GWM and view the “Items Not Allowed” tab. ...
Choosing the Correct Labor Operation for Consequential Damage Repairs - 06/19/2017
... does not have to clock a separate time recording for OLH in consequential damage claims and service management approval for OLH is not required. The transaction does, however, require authorization code E and the authorization comments should explain...
Reject of the Month - - 07/25/2017
... repair. Error 050: Part Number XX is Restricted and Requires GM Authorization Error 051: Service Agent is Not Allowed to Submit Part Product Line 06 Error 072: Total Parts Amount Exceeds the Allowance for Labor Code XX The warranty administrator...
STS Training - 07/25/2017
Dealerships that did not meet Service Training Standard thresholds at the end of the second quarter were placed on restriction for the use of authorization code E (Other Labor Hours) and authorization code R (Repeat Repair/Pyramiding), effective with...
... time associated with the use of labor operation 0600014 must be documented and authorized by service management. ...
Authorization to Perform Repairs - 10/26/2016
... while the customer is present. Any changes regarding who is responsible for the charges require service management authorization prior to repairs being completed." The updated policy statement reflects the timing of the authorization. Previously, the...
Tire Prorating & Admin Allowance - 10/26/2016
... to the New Vehicle Tire Warranty Program Bulletin, 00-03-10-003, and also to Article 2.10.1 in the Service Policies and Procedures Manual. The original table for 2011-2016 GM vehicles remains the same. The two new tables address 2017 to current...
Transmission Flush Codes - 11/29/2016
... copy of the job card the seven (or eight) alpha/numeric code from the Transmission Cooling System Service Tool. The code can never be duplicated. ...
Low Cab Forward (LCF) Trucks - 11/29/2016
... from the new 2016-2017 Low Cab Forward trucks (LCF) must be retained. All dealership parts and service personnel should be aware that warranty parts for these vehicles must be retained, tagged, and stored, with return procedures in place. ...
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...
WPC Parts Return Program - 10/26/2016
... essential process that leads to better vehicle 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...
Field Action Information App - 08/23/2016
The Field Action Information App is available within the Service App selection. Launch the app to obtain up to date dealership Field Action reports, as well as view, print, and download Field Action data. Reports available within this app include: Campaign...
16/17 Corvette Maintenance - 04/17/2017
... is performed. Mobil1 oil must be used when servicing all 2014-2017 model year Corvette vehicles serviced under the Complete Care program....
Part Return Process - 04/17/2017
... of 25 is entered in the part quantity field Certain a/c repairs may require the use of a special service tool kit with consumable repair parts. These consumable components are intended to be permanently installed on the vehicle. For example: terminal...
Maintenance Letter - 03/21/2017
... customer is required to surrender the Maintenance Letter upon redemption at the dealership when services are performed....
CPO Warranty Coverage - 03/21/2017
... Manuals and scroll down until you see the guide. This guide should be downloaded and saved on your service advisors desktops for easy access in checking to see if a labor operation is covered. Your advisors can simply enter Ctrl/F, type in the labor...
New Cadillac CPO Limited Warranty - 02/17/2017
... manufacturers. The transferable warranty covers the vehicle for 6 years from the original in-service date or 100,000 total vehicle miles, whichever comes first. There is a $50 deductible per service visit when the CPO warranty is in effect. This new...
Time Recording Basics - 03/21/2017
... a repair is originally written as customer pay on the job card but turns into a warranty repair, service management must sign, date, record the time, and explain why the repair turned from customer pay to warranty. It is not a requirement that...
More on Add On Repairs - 03/21/2017
... concern should be written in a way that describes how the concern was discovered and service management must sign, date, and time their approval before the technician begins working on the vehicle....
Debits - 06/19/2017
... for the part warranty transaction. The Courtesy Transportation Article (1.4) within the Service Policies and Procedures Manual and the Program Coverage and Eligibility section of Bulletin 07-00-89-037 support the use of courtesy transportation...
WPC Part Returns - 01/23/2017
The service agent must highlight the transaction number and place the folded documentation in the plastic packing bag with the highlighted transaction number facing outward. The bag containing required documentation must be securely attached to the a...
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 ...
Empowerment Part I - 02/17/2017
Empowerment - Over the years GM has issued several communications regarding service agent empowerment. The terminology associated with the empowerment program, such as Goodwill, Policy, Customer Enthusiasm, and Warranty, have evolved over the years. The...
IVH - Vehicle Build - 02/17/2017
... screen is the Added Option Code section. Added option codes are displayed in this section once the service agent submits the appropriate Dealer Installed GM Accessory Installation labor operation....
PQC Contact Requirements - 02/17/2017
... labor operation restrictions are identified in GWM within the Items Not Allowed tab on the Service Agent Detail screen within the Analyze Warranty tab. Scroll to the right to view the Start and Termination Date for any labor operation restrictions.&...
PQC Restrictions - 12/21/2016
... assembly replacement. To view your store’s restricted labor operations, if any, go to the Service Agent Profile in the Analyze Warranty section of GWM and view the “Items Not Allowed” tab. ...
Choosing the Correct Labor Operation for Consequential Damage Repairs - 06/19/2017
... does not have to clock a separate time recording for OLH in consequential damage claims and service management approval for OLH is not required. The transaction does, however, require authorization code E and the authorization comments should explain...
Reject of the Month - - 07/25/2017
... repair. Error 050: Part Number XX is Restricted and Requires GM Authorization Error 051: Service Agent is Not Allowed to Submit Part Product Line 06 Error 072: Total Parts Amount Exceeds the Allowance for Labor Code XX The warranty administrator...
STS Training - 07/25/2017
Dealerships that did not meet Service Training Standard thresholds at the end of the second quarter were placed on restriction for the use of authorization code E (Other Labor Hours) and authorization code R (Repeat Repair/Pyramiding), effective with...
Cause of Failure - 08/22/2017
... comment fields of the GWM claim by the Warranty Administrator or responsible service management personnel. Cause of failure is a longstanding requirement, yet it is missing on many warranty claims. In some situations, the reason is that the technician...
Vibration Diagnosis - 08/21/2017
... with a printout showing the out of spec assembly that must be attached to the job card. Technical Service Bulletin 17-NA-170 includes specific information on the Hunter Balancer as well as the Vibration Diagnostic Worksheet and Road Force Measuremen...
Warranty Parts Return - Correction - 08/22/2017
... however this may not be the case. Until we receive further clarification, our advice is to follow Service Policies & Procedures Article 3.2.7 and continue to acknowledge receipt. We will provide further detail as it is received....
SAASR Page One - Summary - 07/25/2017
... including Total Expense (Adjusted), Excess to Geographic Group and CPVS; Authorization Levels; Service Agent Self Review Information including Comparative Analytics; Warranty Excess to Geographic Group graph, CPVS graph, and Comparative Analytics gr...
Courtesy Transportation - 08/22/2017
... x is not allowed with transaction type ZPTI. The Courtesy Transportation Article (1.4) within the Service Policies and Procedures Manual and the Program Coverage and Eligibility section of Bulletin 07-00-89-037 support the use of courtesy transportation...
SAASR Page Two - Expense Analysis - 08/21/2017
... expense to expect from an individual dealer based on their volume and the types of vehicles serviced. Dealers that exceed the expected expenses may potentially have warranty management issues....
OnStar - 09/27/2017
... 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 and Wi-Fi hotspot provided people with the ability...
Attachments - 09/27/2017
Service agents have the ability to add attachments to transactions prior to submission. Attachments may include Programming Results, time documentation, pictures, or any other electronic document. To do so, select the Add Attachment button just prior ...
Reject of the Month - Rust Through Perforation Repairs - 01/22/2018
... must be replaced rather than repaired. The warranty administrator reviewed the repair with the service manager and technician and was unable to identify the need for replacement rather than repair. The WSC provided the following reference information...
Administrative Allowance - 10/23/2017
Certain components and/or services are eligible for an administrative allowance. The manner in which these allowances are submitted was updated in October, 2016. Prior to October 2016, administrative allowances were claimed in the labor time format (e.g....
New Vehicle Damage - Delivery Receipt: - 03/26/2018
Both the service agent inspector and carrier driver are required to sign and date the EPOD/Delivery Receipt if the vehicle is delivered during regular inspection hours. A valid damage code must be applied when damage is found on the vehicle. Comments...
Straight Time - 05/22/2018
... Labor Time field. ST typically involves new models where a time study has not yet been completed. Service management must authorize ST prior to the first transaction submission. Management is also responsible for reasonableness of the time requested...
What Drives The Reject Percentage At Your Dealership? - 08/21/2018
... or the OTC parts invoice must be attached Repeat Repairs: attach a copy of the job card showing service management authorization OLH greater than 0.5 hrs for dealers with standard empowerment (level 6): OLH requests greater than 0.5 hrs require...
Customer Concern Not Duplicated - 06/25/2018
... being, they could not find anything defective. If the operations are used, they require full service management approval with signature, date, time, and explanation, prior to transaction submission. The use of these labor operations have requirements: CCND...
High Voltage Battery - 06/25/2018
Lithium Ion batteries must be obtained through the Battery Service Center for all warranty and policy repairs, or through TAC if the component is on restriction. TAC or the BSC must be notified at the time of order if the repair is covered under warranty...
July 2018 Recall Update - 06/25/2018
... The revised bulletin adds the requirement for a SPS warranty claim code and to add notes to the service procedure. Safety Recall 17276-01 Loss of Steering Assist: The labor code for module programming not required has been removed from the Warranty...
Wiring Repairs - 12/21/2017
... document ID, grid location from the routing view document, and/or connector end view document ID. Service Information within GlobalConnect contains several helpful tools for use in conjunction with a wiring repair. Document ID 4413669 contains...
Reference Number - 12/21/2017
... repair labor operations based on the correction performed and the IVH Reference Number. The Service Procedure section states that the vehicle manufacture date must be checked to determine what repairs are required for the particular vehicle based on...
Option A or Option C? - 01/22/2018
... C) or the Retail Labor Rate (Option A), go to the Analyze Warranty tab in GWM. Click “View Service Agent Profile” and then select the Labor Rates tab. Scroll to the bottom portion of the page to the Labor Rate Plans. The plan is listed with...
Self-Driving - 01/22/2018
... Bolt EV platform. GM is gearing up to meet its deadline for deploying a driverless ride-hailing service next year in a currently undisclosed city. If NHTSA approves the petition, GM could build up to 2,500 of the vehicles per year....
2018 PQC Contact Requirements - 01/22/2018
... to engine and/or transmission assembly replacements. To view current restrictions, access the Service Agent Profile page within the Analyze Warranty tab in GWM. Restricted powertrain labor operations will be listed under the Items Not Allowed tab. 2018...
Choosing the Correct Labor Operation for Consequential Damage Repairs - 03/26/2018
... of repair overlap. The OLH does not require a separate time recording in this situation, nor does service management have to authorize the OLH. The transaction does, however, require authorization code E and the authorization comments should explain...
Non-GM Engine Calibrations - 03/26/2018
... 0600014, Suspected Tampering or Vehicle Modifications, must be routed to the WSC for review. Service management must be involved in situations that justify the use of the labor operation....
EL-50313 Update - 02/20/2018
... software is available through GlobalConnect by clicking on Essential Tools-Software Updates on the Service page. ...
3.6L Colorado/Canyon ‘18MY - 02/20/2018
... not retained, positioned properly, or appropriately seated after the performance of an oil change service. Ensure technicians are aware that the oil filter insert must be retained in its proper position and appropriately seated in the oil filter ada...
... comment fields of the GWM claim by the Warranty Administrator or responsible service management personnel. Cause of failure is a longstanding requirement, yet it is missing on many warranty claims. In some situations, the reason is that the technician...
Vibration Diagnosis - 08/21/2017
... with a printout showing the out of spec assembly that must be attached to the job card. Technical Service Bulletin 17-NA-170 includes specific information on the Hunter Balancer as well as the Vibration Diagnostic Worksheet and Road Force Measuremen...
Warranty Parts Return - Correction - 08/22/2017
... however this may not be the case. Until we receive further clarification, our advice is to follow Service Policies & Procedures Article 3.2.7 and continue to acknowledge receipt. We will provide further detail as it is received....
SAASR Page One - Summary - 07/25/2017
... including Total Expense (Adjusted), Excess to Geographic Group and CPVS; Authorization Levels; Service Agent Self Review Information including Comparative Analytics; Warranty Excess to Geographic Group graph, CPVS graph, and Comparative Analytics gr...
Courtesy Transportation - 08/22/2017
... x is not allowed with transaction type ZPTI. The Courtesy Transportation Article (1.4) within the Service Policies and Procedures Manual and the Program Coverage and Eligibility section of Bulletin 07-00-89-037 support the use of courtesy transportation...
SAASR Page Two - Expense Analysis - 08/21/2017
... expense to expect from an individual dealer based on their volume and the types of vehicles serviced. Dealers that exceed the expected expenses may potentially have warranty management issues....
OnStar - 09/27/2017
... 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 and Wi-Fi hotspot provided people with the ability...
Attachments - 09/27/2017
Service agents have the ability to add attachments to transactions prior to submission. Attachments may include Programming Results, time documentation, pictures, or any other electronic document. To do so, select the Add Attachment button just prior ...
Reject of the Month - Rust Through Perforation Repairs - 01/22/2018
... must be replaced rather than repaired. The warranty administrator reviewed the repair with the service manager and technician and was unable to identify the need for replacement rather than repair. The WSC provided the following reference information...
Administrative Allowance - 10/23/2017
Certain components and/or services are eligible for an administrative allowance. The manner in which these allowances are submitted was updated in October, 2016. Prior to October 2016, administrative allowances were claimed in the labor time format (e.g....
New Vehicle Damage - Delivery Receipt: - 03/26/2018
Both the service agent inspector and carrier driver are required to sign and date the EPOD/Delivery Receipt if the vehicle is delivered during regular inspection hours. A valid damage code must be applied when damage is found on the vehicle. Comments...
Straight Time - 05/22/2018
... Labor Time field. ST typically involves new models where a time study has not yet been completed. Service management must authorize ST prior to the first transaction submission. Management is also responsible for reasonableness of the time requested...
What Drives The Reject Percentage At Your Dealership? - 08/21/2018
... or the OTC parts invoice must be attached Repeat Repairs: attach a copy of the job card showing service management authorization OLH greater than 0.5 hrs for dealers with standard empowerment (level 6): OLH requests greater than 0.5 hrs require...
Customer Concern Not Duplicated - 06/25/2018
... being, they could not find anything defective. If the operations are used, they require full service management approval with signature, date, time, and explanation, prior to transaction submission. The use of these labor operations have requirements: CCND...
High Voltage Battery - 06/25/2018
Lithium Ion batteries must be obtained through the Battery Service Center for all warranty and policy repairs, or through TAC if the component is on restriction. TAC or the BSC must be notified at the time of order if the repair is covered under warranty...
July 2018 Recall Update - 06/25/2018
... The revised bulletin adds the requirement for a SPS warranty claim code and to add notes to the service procedure. Safety Recall 17276-01 Loss of Steering Assist: The labor code for module programming not required has been removed from the Warranty...
Wiring Repairs - 12/21/2017
... document ID, grid location from the routing view document, and/or connector end view document ID. Service Information within GlobalConnect contains several helpful tools for use in conjunction with a wiring repair. Document ID 4413669 contains...
Reference Number - 12/21/2017
... repair labor operations based on the correction performed and the IVH Reference Number. The Service Procedure section states that the vehicle manufacture date must be checked to determine what repairs are required for the particular vehicle based on...
Option A or Option C? - 01/22/2018
... C) or the Retail Labor Rate (Option A), go to the Analyze Warranty tab in GWM. Click “View Service Agent Profile” and then select the Labor Rates tab. Scroll to the bottom portion of the page to the Labor Rate Plans. The plan is listed with...
Self-Driving - 01/22/2018
... Bolt EV platform. GM is gearing up to meet its deadline for deploying a driverless ride-hailing service next year in a currently undisclosed city. If NHTSA approves the petition, GM could build up to 2,500 of the vehicles per year....
2018 PQC Contact Requirements - 01/22/2018
... to engine and/or transmission assembly replacements. To view current restrictions, access the Service Agent Profile page within the Analyze Warranty tab in GWM. Restricted powertrain labor operations will be listed under the Items Not Allowed tab. 2018...
Choosing the Correct Labor Operation for Consequential Damage Repairs - 03/26/2018
... of repair overlap. The OLH does not require a separate time recording in this situation, nor does service management have to authorize the OLH. The transaction does, however, require authorization code E and the authorization comments should explain...
Non-GM Engine Calibrations - 03/26/2018
... 0600014, Suspected Tampering or Vehicle Modifications, must be routed to the WSC for review. Service management must be involved in situations that justify the use of the labor operation....
EL-50313 Update - 02/20/2018
... software is available through GlobalConnect by clicking on Essential Tools-Software Updates on the Service page. ...
3.6L Colorado/Canyon ‘18MY - 02/20/2018
... not retained, positioned properly, or appropriately seated after the performance of an oil change service. Ensure technicians are aware that the oil filter insert must be retained in its proper position and appropriately seated in the oil filter ada...
Mail Out Review Trends: Add On Repairs - 07/30/2020
... cards include add on repairs. This continues to be an area of non-compliance for many dealerships. Service management authorization (signature/initials, date, time, and explanation) must be present on the hard copy, as well as the date and time the customer...
Wiring Systems and Power Management: - 06/23/2020
The Service Manual/Bulletins Publication in SI has two helpful wiring related resources within the Power and Signal Distribution Category, Electrical Component Locator and Inline Harness Routing Views and Electrical Component and Inline Harness Connector...
Correct OnTrac Rental Reasons - 07/30/2020
... 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 pay services. Test drives Miscellaneous Ensure that your staff is...
The Basics - 06/23/2020
... clearly support the repair, including the percent of oil life remaining for a brand maintenance service, and any necessary authorizations are complete (signature/initials, date, time, and explanation). ...
Open Recalls - 05/28/2020
... the open recalls now provides the dealership with incoming warranty dollars, work for the service techs, and beats the last minute, “oh no, this recall must be performed before we can deliver the newly sold vehicle!”...
Parts Warranty - 10/27/2020
... parts that have a warranty less than 24 months. This chart should be printed and given to every service advisor so that they completely understand the warranty coverage of the part they are installing on their customer’s vehicle to be able to convey...
Reject of the Month - October 2020 - 09/22/2020
... verified that the concern was no longer present. A copy of IVH was attached to the job card by the service advisor at write up which showed that the VIN had a salvage title. IVH also displayed the transaction types that are blocked because of...
Technology - 08/25/2020
... dealerships reach the consumer during the pandemic; technology such as text-messaging, contactless service pickups and drop-offs, and online appointment scheduling. It is predicted that these new trends will result in changes in staffing and process...
CSMT PRA Tool - 08/25/2020
The Certified Service Mobile Toolbox (CSMT) app has been updated and will be uploaded automatically to Apple and Android devices that the user has set to perform automatic updates. The latest version includes enhancements to the Pre-Repair Authorization...
Option C Labor Rate - 12/29/2020
... C labor rate plan received an increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for updating their...
Battery Notes - 11/25/2020
The following battery related notes were compiled from Articles 5.7 – 5.7.1 of the Service Policies and Procedures Manual: Battery recharging, swapping or replacement due to lack of maintenance is not covered by the New Vehicle Limited...
Scheduled Maintenance - 11/25/2020
... from $205 to $245. The increase takes into consideration the additional labor necessary for the service....
DECEMBER 2020 RECALL UPDATE - 11/25/2020
Safety Recall 14457D Rear Toe Link Adjuster Jam Nut Torque: The service procedure section of the bulletin has been updated. The toe links will only be replaced instead of inspected with the revision. Certain 2010-15 Cadillac SRX and 2011-12 Saab 9-4X...
Special Coverage Within Warranty & Beyond Warranty - 11/25/2020
... 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 the special coverage bulletin. The letter also states that diagnosis or...
2021 Cadillac Maintenance - 10/27/2020
All 2021 model year Cadillac models will continue to include the First Maintenance Visit within the first year of ownership. The visit includes tire rotation, LOF, and MPVI. The services can only be performed at Cadillac dealerships.
Reject of the Month - December 2020 - 11/25/2020
... processed with invalid battery test codes and transactions showing that proper battery service procedures were not followed? At that time GM coached and counseled dealers and enabled them to review the transaction data and resubmit those with typographical...
End of Year Schedule Clean Up - 11/25/2020
2021 is just around the corner! To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule (263) should be current (all transactions over 30 days should be fully supported and accounted for), training...
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...
Reject of the Month - 01/03/2020
... punch times on the technician’s time ticket. While authorization is not a requirement, service management is responsible for assuring complete technician documentation and the reasonableness of the time claimed. 3 C’s: The details of...
Assembly Consumer Warranty - 12/02/2019
... customer participates financially in the repair, they receive the longer warranty. Make sure your service advisors are aware of this warranty because it will definitely add value to your customer’s hard-earned spending! These three components also...
Supporting Documentation - 01/03/2020
Service agent records in support of a warranty repair must be retained for a minimum of 24 months from the date of payment. All records must be made available, and provided to GM representatives upon request. Supporting documentation includes competed ...
Reminder: Option C Labor Rate Increased - 01/03/2020
... C labor rate plan received an increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for updating their...
Website Providers - 12/02/2019
GM is adding three new DMS providers to their preferred roster. CDK Global will be joined by Dealer.com, Dealer Inspire, and Dealer On. Each provider has the capacity, experience and expertise to offer the level of service that the dealer requires.
High Voltage Lithium-Ion Battery Section - 10/23/2019
... voltage battery sections are not under restriction and may be ordered directly from the GM Battery Service Center. Lithium-Ion Battery section returns must be sent in the original shipping with a copy of the job card. Return material must be received...
Field Action Vehicle Status Change Form - 10/23/2019
The new CAM-03 form is available in GlobalConnect Service Forms. The form is used to report a change in the status of a vehicle with an open field action or to report extenuating circumstances that are preventing a field action from being completed. The...
... cards include add on repairs. This continues to be an area of non-compliance for many dealerships. Service management authorization (signature/initials, date, time, and explanation) must be present on the hard copy, as well as the date and time the customer...
Wiring Systems and Power Management: - 06/23/2020
The Service Manual/Bulletins Publication in SI has two helpful wiring related resources within the Power and Signal Distribution Category, Electrical Component Locator and Inline Harness Routing Views and Electrical Component and Inline Harness Connector...
Correct OnTrac Rental Reasons - 07/30/2020
... 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 pay services. Test drives Miscellaneous Ensure that your staff is...
The Basics - 06/23/2020
... clearly support the repair, including the percent of oil life remaining for a brand maintenance service, and any necessary authorizations are complete (signature/initials, date, time, and explanation). ...
Open Recalls - 05/28/2020
... the open recalls now provides the dealership with incoming warranty dollars, work for the service techs, and beats the last minute, “oh no, this recall must be performed before we can deliver the newly sold vehicle!”...
Parts Warranty - 10/27/2020
... parts that have a warranty less than 24 months. This chart should be printed and given to every service advisor so that they completely understand the warranty coverage of the part they are installing on their customer’s vehicle to be able to convey...
Reject of the Month - October 2020 - 09/22/2020
... verified that the concern was no longer present. A copy of IVH was attached to the job card by the service advisor at write up which showed that the VIN had a salvage title. IVH also displayed the transaction types that are blocked because of...
Technology - 08/25/2020
... dealerships reach the consumer during the pandemic; technology such as text-messaging, contactless service pickups and drop-offs, and online appointment scheduling. It is predicted that these new trends will result in changes in staffing and process...
CSMT PRA Tool - 08/25/2020
The Certified Service Mobile Toolbox (CSMT) app has been updated and will be uploaded automatically to Apple and Android devices that the user has set to perform automatic updates. The latest version includes enhancements to the Pre-Repair Authorization...
Option C Labor Rate - 12/29/2020
... C labor rate plan received an increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for updating their...
Battery Notes - 11/25/2020
The following battery related notes were compiled from Articles 5.7 – 5.7.1 of the Service Policies and Procedures Manual: Battery recharging, swapping or replacement due to lack of maintenance is not covered by the New Vehicle Limited...
Scheduled Maintenance - 11/25/2020
... from $205 to $245. The increase takes into consideration the additional labor necessary for the service....
DECEMBER 2020 RECALL UPDATE - 11/25/2020
Safety Recall 14457D Rear Toe Link Adjuster Jam Nut Torque: The service procedure section of the bulletin has been updated. The toe links will only be replaced instead of inspected with the revision. Certain 2010-15 Cadillac SRX and 2011-12 Saab 9-4X...
Special Coverage Within Warranty & Beyond Warranty - 11/25/2020
... 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 the special coverage bulletin. The letter also states that diagnosis or...
2021 Cadillac Maintenance - 10/27/2020
All 2021 model year Cadillac models will continue to include the First Maintenance Visit within the first year of ownership. The visit includes tire rotation, LOF, and MPVI. The services can only be performed at Cadillac dealerships.
Reject of the Month - December 2020 - 11/25/2020
... processed with invalid battery test codes and transactions showing that proper battery service procedures were not followed? At that time GM coached and counseled dealers and enabled them to review the transaction data and resubmit those with typographical...
End of Year Schedule Clean Up - 11/25/2020
2021 is just around the corner! To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule (263) should be current (all transactions over 30 days should be fully supported and accounted for), training...
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...
Reject of the Month - 01/03/2020
... punch times on the technician’s time ticket. While authorization is not a requirement, service management is responsible for assuring complete technician documentation and the reasonableness of the time claimed. 3 C’s: The details of...
Assembly Consumer Warranty - 12/02/2019
... customer participates financially in the repair, they receive the longer warranty. Make sure your service advisors are aware of this warranty because it will definitely add value to your customer’s hard-earned spending! These three components also...
Supporting Documentation - 01/03/2020
Service agent records in support of a warranty repair must be retained for a minimum of 24 months from the date of payment. All records must be made available, and provided to GM representatives upon request. Supporting documentation includes competed ...
Reminder: Option C Labor Rate Increased - 01/03/2020
... C labor rate plan received an increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for updating their...
Website Providers - 12/02/2019
GM is adding three new DMS providers to their preferred roster. CDK Global will be joined by Dealer.com, Dealer Inspire, and Dealer On. Each provider has the capacity, experience and expertise to offer the level of service that the dealer requires.
High Voltage Lithium-Ion Battery Section - 10/23/2019
... voltage battery sections are not under restriction and may be ordered directly from the GM Battery Service Center. Lithium-Ion Battery section returns must be sent in the original shipping with a copy of the job card. Return material must be received...
Field Action Vehicle Status Change Form - 10/23/2019
The new CAM-03 form is available in GlobalConnect Service Forms. The form is used to report a change in the status of a vehicle with an open field action or to report extenuating circumstances that are preventing a field action from being completed. The...
STS Training - 10/23/2019
... that the self-authorization codes were reinstated since the dealership’s technical Service Training Standard percentage met the current required threshold. Reinstatement took effect with job cards dated on or after October 7, 2019. Dealers that...
Temporary Policy Revisions - 03/27/2020
... GM was experiencing with part availability that is still in effect. The extension provides service management with the ability to self-authorize up to 7 days of rental. GM pre-approval is required for rentals that extend beyond 7 days. Pre-approval is...
Coronavirus: Share Your Thoughts - 03/27/2020
... Forum on how the Coronavirus has affected your dealership or your 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?...
Emissions Tools - 03/27/2020
Emissions related warranty coverage is confusing for many members of the service team. What’s covered and for how long, specific state coverage, and most importantly, where to find the answers to emissions coverage questions are a few of the questions...
Case Notes - 04/29/2020
Access DCM to view TAC, PQC, or DBC case notes that are associated with a VIN or a Service Request Number. Including this information with the transaction is beneficial when confirming that the technician comments on the job card reflect what was adv...
Recently Revised Bulletins - 04/29/2020
... Warranty, any non-Federal Emissions Warranty, or Part Warranties (ZPTI and ZPTC). Ride sharing services such as Uber/Lyft may be utilized in the event the dealership does not operate a shuttle service. Reimbursement is up to $7.50 each way. Ride sharing...
STS Training - 01/28/2020
... throughout the calendar year. Dealers that do not meet the thresholds will be restricted from Service Agent Self-Authorization of OLH (Authorization E) and Repeat Repairs (Authorization R) for the quarter. Requests for those authorizations will need...
Warranty Blocks and Branded Titles - 01/28/2020
... types: ZPDI, ZPTI, ZREG, and ZSCT. If a Warranty Block appears in IVH, ONLY the following services may be provided: Special Coverage Repairs - Repairs must be performed as directed if the vehicle has the condition described in the Special Coverage bulletin....
Pre-Write Up Forms - 01/28/2020
... on a pre-write up form requires a physical inspection of the vehicle’s actual mileage by the Service Agent. P&P Article 3.2.2...
Pre-Repair Authorization - 02/21/2019
... GM Authorization prior to replacing the affected component. Dealers utilize the CSMT (Certified Service Mobile Toolbox) app to submit an authorization request prior to component replacement. The app is used to submit details and photos of the condition...
OLH Approval - 01/21/2019
... performed the OLH, when they performed it, and the specific amount of time involved. OLH requires service management authorization on the job card prior to first claim submission. The technician must detail on the job card the unique circumstances that...
High Frequency Labor Operations - 11/29/2018
... represents an excess expense each time they use that labor operation. Page six of the Service Agent Analysis Summary Report displays the dealership’s Top 25 High Frequency Labor Operations. Not all dealers will see 25 labor operations displayed...
Option C Labor Rate - 12/19/2018
... C labor rate plan received an increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for updating their...
GM Authorization and Attachments - 01/21/2019
... to dealers who are Empowerment Level 6, which constitutes the majority of dealerships. When service management approval is required, that approval must always be a signature or initials, the date and time, and a thorough explanation. The date and time...
Dealer Owned Inventory - 10/23/2018
Service management authorization for repairs involving dealer owned inventory must be made on the authorization to perform repair line of the job card. The authorization, including the reason, must take place prior to work being performed and excludes ...
Reject of the Month - Error code 903 - 11/29/2018
The owner of a 2017 Chevrolet Colorado brought their vehicle into the service department in late October for a concern with a shudder/vibration when accelerating over 30 mph. The technician test drove the vehicle and determined that the cause was a TCC...
Re-Opened Recalls - 09/25/2018
... Claim Code (WCC). The WCC is generated when a control module is successfully programmed using TIS Service Programming System. The WCC is recorded on the job card once the successful reprogramming event has completed. The code is entered with the transaction...
Takata Air Bag - 08/20/2018
... dealers to actively follow up with affected vehicle owners and assist them with scheduling a service appointment to have the recall performed as quickly as possible....
Attachment Reminder - 07/23/2018
... job card or part invoice with part warranty transactions; the shop copy of the job card showing service management authorization with repeat and add on repairs; the shop copy of the job card with technician notes and management authorization, and time...
Paid Transaction Audit - 07/23/2018
GM recently audited paid safety and noncompliance recalls that were processed without a Service Programming System Warranty Claim Code or with an incorrect claim code. Because the reprogramming event was unsuccessful, the transactions were reopened in...
Open Recalls - 07/23/2018
... 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. ...
September 2018 Recall Update - 08/20/2018
... Fuel Leak During F/CMVSS Testing: The recall bulletin has been revised to include an update to the Service Procedure section. An additional graphic and instructions to not install a fuel line secondary latch if it is not present has been added. The recall...
CPO Warranty Coverage - 03/26/2019
... (find the app in the GlobalConnect App Center). The list may be downloaded and saved on your service advisors’ desktops for easy access in checking to see if a labor operation is covered. Your advisors can simply enter Ctrl+F, type in the labor...
1 Concern, 2 Labor Operations, & Pyramid Repairs - 03/27/2019
... oil leaks with failures that are not related to one another. This situation does not require service management approval as an add on repair, but depending on the DMS it may be identified as such in GWM. It would be incorrect to submit the transaction...
California Emissions - 03/27/2019
... adopted California regulation. Reference the Emissions Warranty Table (excerpt shown below) in Service Policies and Procedures-Warranty Policy Information Article 1 to determine eligibility by model year and state. The vehicle must be registered in a...
... that the self-authorization codes were reinstated since the dealership’s technical Service Training Standard percentage met the current required threshold. Reinstatement took effect with job cards dated on or after October 7, 2019. Dealers that...
Temporary Policy Revisions - 03/27/2020
... GM was experiencing with part availability that is still in effect. The extension provides service management with the ability to self-authorize up to 7 days of rental. GM pre-approval is required for rentals that extend beyond 7 days. Pre-approval is...
Coronavirus: Share Your Thoughts - 03/27/2020
... Forum on how the Coronavirus has affected your dealership or your 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?...
Emissions Tools - 03/27/2020
Emissions related warranty coverage is confusing for many members of the service team. What’s covered and for how long, specific state coverage, and most importantly, where to find the answers to emissions coverage questions are a few of the questions...
Case Notes - 04/29/2020
Access DCM to view TAC, PQC, or DBC case notes that are associated with a VIN or a Service Request Number. Including this information with the transaction is beneficial when confirming that the technician comments on the job card reflect what was adv...
Recently Revised Bulletins - 04/29/2020
... Warranty, any non-Federal Emissions Warranty, or Part Warranties (ZPTI and ZPTC). Ride sharing services such as Uber/Lyft may be utilized in the event the dealership does not operate a shuttle service. Reimbursement is up to $7.50 each way. Ride sharing...
STS Training - 01/28/2020
... throughout the calendar year. Dealers that do not meet the thresholds will be restricted from Service Agent Self-Authorization of OLH (Authorization E) and Repeat Repairs (Authorization R) for the quarter. Requests for those authorizations will need...
Warranty Blocks and Branded Titles - 01/28/2020
... types: ZPDI, ZPTI, ZREG, and ZSCT. If a Warranty Block appears in IVH, ONLY the following services may be provided: Special Coverage Repairs - Repairs must be performed as directed if the vehicle has the condition described in the Special Coverage bulletin....
Pre-Write Up Forms - 01/28/2020
... on a pre-write up form requires a physical inspection of the vehicle’s actual mileage by the Service Agent. P&P Article 3.2.2...
Pre-Repair Authorization - 02/21/2019
... GM Authorization prior to replacing the affected component. Dealers utilize the CSMT (Certified Service Mobile Toolbox) app to submit an authorization request prior to component replacement. The app is used to submit details and photos of the condition...
OLH Approval - 01/21/2019
... performed the OLH, when they performed it, and the specific amount of time involved. OLH requires service management authorization on the job card prior to first claim submission. The technician must detail on the job card the unique circumstances that...
High Frequency Labor Operations - 11/29/2018
... represents an excess expense each time they use that labor operation. Page six of the Service Agent Analysis Summary Report displays the dealership’s Top 25 High Frequency Labor Operations. Not all dealers will see 25 labor operations displayed...
Option C Labor Rate - 12/19/2018
... C labor rate plan received an increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for updating their...
GM Authorization and Attachments - 01/21/2019
... to dealers who are Empowerment Level 6, which constitutes the majority of dealerships. When service management approval is required, that approval must always be a signature or initials, the date and time, and a thorough explanation. The date and time...
Dealer Owned Inventory - 10/23/2018
Service management authorization for repairs involving dealer owned inventory must be made on the authorization to perform repair line of the job card. The authorization, including the reason, must take place prior to work being performed and excludes ...
Reject of the Month - Error code 903 - 11/29/2018
The owner of a 2017 Chevrolet Colorado brought their vehicle into the service department in late October for a concern with a shudder/vibration when accelerating over 30 mph. The technician test drove the vehicle and determined that the cause was a TCC...
Re-Opened Recalls - 09/25/2018
... Claim Code (WCC). The WCC is generated when a control module is successfully programmed using TIS Service Programming System. The WCC is recorded on the job card once the successful reprogramming event has completed. The code is entered with the transaction...
Takata Air Bag - 08/20/2018
... dealers to actively follow up with affected vehicle owners and assist them with scheduling a service appointment to have the recall performed as quickly as possible....
Attachment Reminder - 07/23/2018
... job card or part invoice with part warranty transactions; the shop copy of the job card showing service management authorization with repeat and add on repairs; the shop copy of the job card with technician notes and management authorization, and time...
Paid Transaction Audit - 07/23/2018
GM recently audited paid safety and noncompliance recalls that were processed without a Service Programming System Warranty Claim Code or with an incorrect claim code. Because the reprogramming event was unsuccessful, the transactions were reopened in...
Open Recalls - 07/23/2018
... 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. ...
September 2018 Recall Update - 08/20/2018
... Fuel Leak During F/CMVSS Testing: The recall bulletin has been revised to include an update to the Service Procedure section. An additional graphic and instructions to not install a fuel line secondary latch if it is not present has been added. The recall...
CPO Warranty Coverage - 03/26/2019
... (find the app in the GlobalConnect App Center). The list may be downloaded and saved on your service advisors’ desktops for easy access in checking to see if a labor operation is covered. Your advisors can simply enter Ctrl+F, type in the labor...
1 Concern, 2 Labor Operations, & Pyramid Repairs - 03/27/2019
... oil leaks with failures that are not related to one another. This situation does not require service management approval as an add on repair, but depending on the DMS it may be identified as such in GWM. It would be incorrect to submit the transaction...
California Emissions - 03/27/2019
... adopted California regulation. Reference the Emissions Warranty Table (excerpt shown below) in Service Policies and Procedures-Warranty Policy Information Article 1 to determine eligibility by model year and state. The vehicle must be registered in a...
Cadillac Moments Goodwill Tool - 05/29/2019
... maximum for retail use of the labor operation, which may be used to purchase a gift card for a spa service, sporting tickets, show tickets, or sending a customer flowers. The customer must sign the job card confirming receipt of the non-warranty related...
Pre-Repair Authorization - 09/24/2019
Bulletin 18NA306 provides the service team with information on when and how to submit a PRA and detail on how to use the new Certified Service Mobile Toolbox (CSMT) app. The app must be used to process PRA requests. The free app can be downloaded and...
WPC - 08/27/2019
... engines) with NA entered in the National Motor Freight Classification (NMFC) number field. Service agents are required to follow Hazmat shipping policy, if the shipping protocol is not followed, the claim will be debited. ...
Maxis App - 09/24/2019
Have you noticed on your Service Agent Analysis Summary Report that the dealership’s Field Action Completion is low? Go to the Maxis app, found in the App Center, to access the Dealer Report List for Field Action Management. The tools located within...
Warranty Blocks - 09/24/2019
... if a title has been branded as salvage, junk, totaled, etc. If a block appears in IVH the only services that may be provided include: safety, non-compliance and emissions recalls, special coverage adjustments, emission control systems warranty, GM Maintenance...
Parts Processing Center - 08/27/2019
... centers around the country. The RDC’s then ship the parts to dealers for warranty and service work on customer vehicles....
Variable Diagnostic Time - 08/27/2019
... Warranty News, we revisited the concept of variable diagnosis and asked for your input on how your service team handles policy changes/updates. Thanks to those Members that shared their best practices for educating their team on the Forum! For those...
Labor Time Update - 07/30/2019
The LTG was updated to reflect new service procedures on certain vehicles equipped with engine RPO code LML, LE2, or LFV. The labor time was reduced for several repairs as the need to remove the engine has been eliminated, and also in many cases the need...
Continental Tire Recall - 10/26/2023
... sold into the US market. Global Message GCUS-9-15231 contains a copy of the Continental Product Service Information Bulletin, PSIB 09-23, that relates to the recall. The document provides detail on how to identify a recall tire, how to replace the tire,...
Keyless Entry - 10/25/2023
... replacements for defects related to materials or workmanship are covered during the NVLW period. Service Policies & Procedures Article 1.1 and SI Warranty and Owner Assistance Information...
Warranty Resource Center - 09/26/2023
... This tile contains several helpful documents under the two documents, Job Card Review Tools and Service Agent Analysis Summary Report Information. Check out the “SASR Transaction Report” tool designed to help dealers pinpoint transactions...
Full Tank Automotive Camp - 05/23/2023
... the automotive industry, including design, development, manufacturing, sales, marketing, service, and aftermarket. The camp will include field trips, business tours, and a baseball game. ...
Robotaxis - 05/23/2023
... with no safety driver in the car. Cruise currently operates commercial driverless robotaxi service in Austin, TX as well as San Francisco, CA....
Cadillac First Maintenance - 06/27/2023
... with diesel engines. The first maintenance visit must be performed by a Cadillac Certified Service dealership. ...
EV Care Videos - 06/27/2023
... importance of tires to an EV. The videos are available to watch or share on the Chevy Certified Service EV page. ...
Single Use Parts - 06/27/2023
... Manifold Gasket [8x] Wiring Harness Connector Seal The single use parts are at the top of the service manual, making it easier for the technician to see them. Failure to replace single use parts as part of the overall repair could result in a chargeback...
Reject of the Month - July 2023 - 06/27/2023
... vehicle with an open recall for the park assist retrofit has been presented at the dealership for service it is imperative that the bulletin is reviewed in its entirety, including identifying the options associated with the specific vehicle. The recall...
Job Card Closeout - 04/25/2023
... open and close dates entered in GWM must be substantiated by job card documentation. Reference Service P&P Article 6.2.1...
Supporting Documentation - 05/23/2023
... customer signature document, accounts payable records including sublet and towing etc. Refer to Service Policies & Procedures Article 6.5 for the comprehensive list. ...
Reject of the Month - June 2023 - 05/23/2023
A service technician performed a transmission replacement on a 2018 Chevrolet Malibu hybrid to address an issue with the vehicle quitting, then re-starting and stalling. The technician found an internal transmission failure with multiple DTC’s set...
Parts Expedite - 12/26/2023
Dealer owned vehicles, and parts and accessories replaced under part warranty (ZPTI/ZPTC), are not eligible for parts expediting. Service Policies & Procedures Article 5.14.
Reject of the Month - January 2024 - 12/26/2023
Error 872: Dongle vehicle data is required for this transaction and not received Error 021: Service Agent exceeded the allowed amount for ZPTI transaction type The owner of a 2015 GMC Sierra brought their vehicle to the service department for review of...
Job Card Reprint - 01/29/2024
In the rare case of a lost or damaged original job card (e.g. destroyed in a jammed printer, dropped in a puddle of oil), the reprint must be signed and authorized by the Service Manager. Policies & Procedures Article 6.2.1
Cross Line & Field Actions - 01/29/2024
Service agents may perform field action repairs for any new or discontinued vehicle regardless of franchise if they have the necessary tools, training and parts. Electric vehicles are excluded; cross line warranty work is not permitted. Policies & ...
Warranty Block - 01/29/2024
If a Warranty Block appears in the Warranty Block section of IVH only the following services may be provided: Safety, Non-Compliance, Emissions Recalls, Special Coverage Adjustment Programs, Emission Control Systems Warranty, GM Maintenance Programs and...
... maximum for retail use of the labor operation, which may be used to purchase a gift card for a spa service, sporting tickets, show tickets, or sending a customer flowers. The customer must sign the job card confirming receipt of the non-warranty related...
Pre-Repair Authorization - 09/24/2019
Bulletin 18NA306 provides the service team with information on when and how to submit a PRA and detail on how to use the new Certified Service Mobile Toolbox (CSMT) app. The app must be used to process PRA requests. The free app can be downloaded and...
WPC - 08/27/2019
... engines) with NA entered in the National Motor Freight Classification (NMFC) number field. Service agents are required to follow Hazmat shipping policy, if the shipping protocol is not followed, the claim will be debited. ...
Maxis App - 09/24/2019
Have you noticed on your Service Agent Analysis Summary Report that the dealership’s Field Action Completion is low? Go to the Maxis app, found in the App Center, to access the Dealer Report List for Field Action Management. The tools located within...
Warranty Blocks - 09/24/2019
... if a title has been branded as salvage, junk, totaled, etc. If a block appears in IVH the only services that may be provided include: safety, non-compliance and emissions recalls, special coverage adjustments, emission control systems warranty, GM Maintenance...
Parts Processing Center - 08/27/2019
... centers around the country. The RDC’s then ship the parts to dealers for warranty and service work on customer vehicles....
Variable Diagnostic Time - 08/27/2019
... Warranty News, we revisited the concept of variable diagnosis and asked for your input on how your service team handles policy changes/updates. Thanks to those Members that shared their best practices for educating their team on the Forum! For those...
Labor Time Update - 07/30/2019
The LTG was updated to reflect new service procedures on certain vehicles equipped with engine RPO code LML, LE2, or LFV. The labor time was reduced for several repairs as the need to remove the engine has been eliminated, and also in many cases the need...
Continental Tire Recall - 10/26/2023
... sold into the US market. Global Message GCUS-9-15231 contains a copy of the Continental Product Service Information Bulletin, PSIB 09-23, that relates to the recall. The document provides detail on how to identify a recall tire, how to replace the tire,...
Keyless Entry - 10/25/2023
... replacements for defects related to materials or workmanship are covered during the NVLW period. Service Policies & Procedures Article 1.1 and SI Warranty and Owner Assistance Information...
Warranty Resource Center - 09/26/2023
... This tile contains several helpful documents under the two documents, Job Card Review Tools and Service Agent Analysis Summary Report Information. Check out the “SASR Transaction Report” tool designed to help dealers pinpoint transactions...
Full Tank Automotive Camp - 05/23/2023
... the automotive industry, including design, development, manufacturing, sales, marketing, service, and aftermarket. The camp will include field trips, business tours, and a baseball game. ...
Robotaxis - 05/23/2023
... with no safety driver in the car. Cruise currently operates commercial driverless robotaxi service in Austin, TX as well as San Francisco, CA....
Cadillac First Maintenance - 06/27/2023
... with diesel engines. The first maintenance visit must be performed by a Cadillac Certified Service dealership. ...
EV Care Videos - 06/27/2023
... importance of tires to an EV. The videos are available to watch or share on the Chevy Certified Service EV page. ...
Single Use Parts - 06/27/2023
... Manifold Gasket [8x] Wiring Harness Connector Seal The single use parts are at the top of the service manual, making it easier for the technician to see them. Failure to replace single use parts as part of the overall repair could result in a chargeback...
Reject of the Month - July 2023 - 06/27/2023
... vehicle with an open recall for the park assist retrofit has been presented at the dealership for service it is imperative that the bulletin is reviewed in its entirety, including identifying the options associated with the specific vehicle. The recall...
Job Card Closeout - 04/25/2023
... open and close dates entered in GWM must be substantiated by job card documentation. Reference Service P&P Article 6.2.1...
Supporting Documentation - 05/23/2023
... customer signature document, accounts payable records including sublet and towing etc. Refer to Service Policies & Procedures Article 6.5 for the comprehensive list. ...
Reject of the Month - June 2023 - 05/23/2023
A service technician performed a transmission replacement on a 2018 Chevrolet Malibu hybrid to address an issue with the vehicle quitting, then re-starting and stalling. The technician found an internal transmission failure with multiple DTC’s set...
Parts Expedite - 12/26/2023
Dealer owned vehicles, and parts and accessories replaced under part warranty (ZPTI/ZPTC), are not eligible for parts expediting. Service Policies & Procedures Article 5.14.
Reject of the Month - January 2024 - 12/26/2023
Error 872: Dongle vehicle data is required for this transaction and not received Error 021: Service Agent exceeded the allowed amount for ZPTI transaction type The owner of a 2015 GMC Sierra brought their vehicle to the service department for review of...
Job Card Reprint - 01/29/2024
In the rare case of a lost or damaged original job card (e.g. destroyed in a jammed printer, dropped in a puddle of oil), the reprint must be signed and authorized by the Service Manager. Policies & Procedures Article 6.2.1
Cross Line & Field Actions - 01/29/2024
Service agents may perform field action repairs for any new or discontinued vehicle regardless of franchise if they have the necessary tools, training and parts. Electric vehicles are excluded; cross line warranty work is not permitted. Policies & ...
Warranty Block - 01/29/2024
If a Warranty Block appears in the Warranty Block section of IVH only the following services may be provided: Safety, Non-Compliance, Emissions Recalls, Special Coverage Adjustment Programs, Emission Control Systems Warranty, GM Maintenance Programs and...
Incompatible Parts Rejects - 10/25/2023
... the original customer concern, it is not considered an add on repair so it does not require service management approval. If you receive a reject for an incompatible part and there is only one part billed out on the job card, there may be a more appropriate...
Car Bravo - 11/29/2023
... (CarBravo provides benefits, support, and service throughout the customer’s ownership lifetime). CarBravo offers two tiers: CarBravo: vehicle age must be less than or equal to 10 model years old and the vehicle must have less than or equal to...
Medium Duty - 11/29/2023
2016 and newer Medium Duty trucks can only receive warranty service at authorized Medium Duty dealers. Cross-line warranty does not apply to these trucks. If roadside assistance is arranged to tow a Medium Duty truck to a non-Medium Duty dealer in error,...
Chevrolet Blazer EV - 02/26/2024
... 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. ...
March 2024 Recall Update - 02/26/2024
... Front Air Bag Inflator May Rupture: The recall bulletin has been updated to include a revised service procedure. An additional serial number has been added. The recall affects certain 2011-2012 Silverado 1500, Suburban, Tahoe, GMC Sierra 1500, Yukon,...
Other Labor Hours - 02/26/2024
... comments, such as metal throughout, are not acceptable. And, finally OLH must be approved by service management. The approval must include a detailed explanation for OLH along with the date, time, and signature/initials. This approval is required...
Goodwill Tool Updates - 03/23/2024
... content, adding non-GM approved parts/accessories, or performing any non-GM recommended vehicle service/maintenance To close a sale After 10 days from new vehicle delivery to resolve a sales-related issue When the cause of customer dissatisfaction is...
Other Labor Hours - 02/28/2023
... as more descriptive, detailed examples in support of OLH. And, finally OLH must be approved by service management. The approval must include a detailed explanation for OLH along with the date, time, and signature/initials. This approval is required prior...
Spring Clean Up - 03/23/2023
... claims that have not had any action: were the claims misplaced, lost on your desk, or given to the Service Manager for additional information or authorization? Take some time to track them down and get them submitted ASAP. jlwarranty can help you...
EV Readiness - 02/28/2023
... at the dealership. Once a dealer has met established requirements, they are eligible to sell and service EV’s, as well as submit transactions for payment in GWM. Dealers must remain current on requirements at the time a job card is opened involving...
Fundamental Training Requirements - 01/24/2023
... year by every technician due to the importance of their safety messages. In order to achieve 100% Service Training Standard for the year, every technician is required to complete the courses. The annual training requirements include: Dealer Safety: Creating...
Reject of the Month - October 2022 - 09/26/2022
... few months later, it was included in an in-house audit review. A 2008 Cadillac Escalade was in the service department in April 2022 with a concern of an engine oil leak. The service technician found that the oil pan gasket, valve cover gaskets, and the...
Job Card Reprints - 09/26/2022
... copy does come up missing, you are allowed to reprint the job card, but it must be approved by service management. From Policies & Procedures Manual, Article 6.2.1: In the case of lost or damaged original job card, the reprint must be signed...
OLH Empowerment - 01/05/2023
... The new metrics were based on the dealers 95/5 performance and overall achievement in meeting Service Training Standards (STS). The 95/5 process (complete at least 95% of ZREG and ZFAT warranty transactions within 5 days) evaluates the service...
Added Options - 01/05/2023
Check the “Added Option Codes” section at the bottom of the Vehicle Build page in IVH for Service Agent Installed Accessories that have been applied to a vehicle after the point of sale. The added option code will display once the dealer has...
High Voltage Lithium-Ion Batteries - 10/28/2022
... involving High Voltage Battery in Bolt EVs and EUVs are provided with an 8-year/100,000-mile GM Service Replacement Parts Limited Warranty. Bulletin 22NA119...
Special Coverage - 11/21/2022
... 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 the special coverage bulletin. The letter also states that diagnosis or...
Alignment Spec - 03/28/2022
Alignment machine printouts showing all before and after settings must be attached to the job card. When a printout is not available, settings are to be recorded in the Cause/Correction comments section of the job card. Service P&P Article 4.1.
Wheel Alignment Policy - 04/26/2022
... available, settings are to be recorded in the cause/correction comment section of the job card. Service Policies and Procedures Article 4.1...
Clock Time - 03/28/2022
... or it is determined the repair needed is covered under the Powertrain warranty, GM allows for service management to approve the repair as warranty, even though there is no clock time on the job card. As a best practice, once it is determined that...
(CPO) - Courtesy Transportation - 02/23/2022
... and Courtesy Transportation for up to 6 years/100,000 miles from the vehicle’s original in-service date. Additionally, bulletin 07-00-89-037, states that the Courtesy Transportation program may be used in conjunction with repairs covered by...
(CPO) Coverage - 02/23/2022
... provided for 6 years or 100,000 miles, whichever comes first, from the vehicle’s original in-service date.” Coverage excludes wear items and batteries. CBG CPO Operations Guide...
The Photo Return Process - 02/23/2022
... Return process will allow dealers to take photos of the failed part via a new tab on the Certified Service Mobile Toolbox (CSMT) app. This information will then be transferred to GWM for review. These parts are analyzed by Brand Quality, Engineering,...
CSMT RPT - 05/25/2022
... the vehicle. Using the app enables GM to know exactly which parts are on a vehicle, even after a service part replacement....
Core Return Policies - 04/26/2022
... returned to the CCA Core Return Center prior to WPC parts request(s) will be debited. Electronic Service Center (ESC) and Battery Service Center (BSC) parts must be returned within 30 days to receive core credit. Dealerships must submit for reimbursement...
... the original customer concern, it is not considered an add on repair so it does not require service management approval. If you receive a reject for an incompatible part and there is only one part billed out on the job card, there may be a more appropriate...
Car Bravo - 11/29/2023
... (CarBravo provides benefits, support, and service throughout the customer’s ownership lifetime). CarBravo offers two tiers: CarBravo: vehicle age must be less than or equal to 10 model years old and the vehicle must have less than or equal to...
Medium Duty - 11/29/2023
2016 and newer Medium Duty trucks can only receive warranty service at authorized Medium Duty dealers. Cross-line warranty does not apply to these trucks. If roadside assistance is arranged to tow a Medium Duty truck to a non-Medium Duty dealer in error,...
Chevrolet Blazer EV - 02/26/2024
... 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. ...
March 2024 Recall Update - 02/26/2024
... Front Air Bag Inflator May Rupture: The recall bulletin has been updated to include a revised service procedure. An additional serial number has been added. The recall affects certain 2011-2012 Silverado 1500, Suburban, Tahoe, GMC Sierra 1500, Yukon,...
Other Labor Hours - 02/26/2024
... comments, such as metal throughout, are not acceptable. And, finally OLH must be approved by service management. The approval must include a detailed explanation for OLH along with the date, time, and signature/initials. This approval is required...
Goodwill Tool Updates - 03/23/2024
... content, adding non-GM approved parts/accessories, or performing any non-GM recommended vehicle service/maintenance To close a sale After 10 days from new vehicle delivery to resolve a sales-related issue When the cause of customer dissatisfaction is...
Other Labor Hours - 02/28/2023
... as more descriptive, detailed examples in support of OLH. And, finally OLH must be approved by service management. The approval must include a detailed explanation for OLH along with the date, time, and signature/initials. This approval is required prior...
Spring Clean Up - 03/23/2023
... claims that have not had any action: were the claims misplaced, lost on your desk, or given to the Service Manager for additional information or authorization? Take some time to track them down and get them submitted ASAP. jlwarranty can help you...
EV Readiness - 02/28/2023
... at the dealership. Once a dealer has met established requirements, they are eligible to sell and service EV’s, as well as submit transactions for payment in GWM. Dealers must remain current on requirements at the time a job card is opened involving...
Fundamental Training Requirements - 01/24/2023
... year by every technician due to the importance of their safety messages. In order to achieve 100% Service Training Standard for the year, every technician is required to complete the courses. The annual training requirements include: Dealer Safety: Creating...
Reject of the Month - October 2022 - 09/26/2022
... few months later, it was included in an in-house audit review. A 2008 Cadillac Escalade was in the service department in April 2022 with a concern of an engine oil leak. The service technician found that the oil pan gasket, valve cover gaskets, and the...
Job Card Reprints - 09/26/2022
... copy does come up missing, you are allowed to reprint the job card, but it must be approved by service management. From Policies & Procedures Manual, Article 6.2.1: In the case of lost or damaged original job card, the reprint must be signed...
OLH Empowerment - 01/05/2023
... The new metrics were based on the dealers 95/5 performance and overall achievement in meeting Service Training Standards (STS). The 95/5 process (complete at least 95% of ZREG and ZFAT warranty transactions within 5 days) evaluates the service...
Added Options - 01/05/2023
Check the “Added Option Codes” section at the bottom of the Vehicle Build page in IVH for Service Agent Installed Accessories that have been applied to a vehicle after the point of sale. The added option code will display once the dealer has...
High Voltage Lithium-Ion Batteries - 10/28/2022
... involving High Voltage Battery in Bolt EVs and EUVs are provided with an 8-year/100,000-mile GM Service Replacement Parts Limited Warranty. Bulletin 22NA119...
Special Coverage - 11/21/2022
... 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 the special coverage bulletin. The letter also states that diagnosis or...
Alignment Spec - 03/28/2022
Alignment machine printouts showing all before and after settings must be attached to the job card. When a printout is not available, settings are to be recorded in the Cause/Correction comments section of the job card. Service P&P Article 4.1.
Wheel Alignment Policy - 04/26/2022
... available, settings are to be recorded in the cause/correction comment section of the job card. Service Policies and Procedures Article 4.1...
Clock Time - 03/28/2022
... or it is determined the repair needed is covered under the Powertrain warranty, GM allows for service management to approve the repair as warranty, even though there is no clock time on the job card. As a best practice, once it is determined that...
(CPO) - Courtesy Transportation - 02/23/2022
... and Courtesy Transportation for up to 6 years/100,000 miles from the vehicle’s original in-service date. Additionally, bulletin 07-00-89-037, states that the Courtesy Transportation program may be used in conjunction with repairs covered by...
(CPO) Coverage - 02/23/2022
... provided for 6 years or 100,000 miles, whichever comes first, from the vehicle’s original in-service date.” Coverage excludes wear items and batteries. CBG CPO Operations Guide...
The Photo Return Process - 02/23/2022
... Return process will allow dealers to take photos of the failed part via a new tab on the Certified Service Mobile Toolbox (CSMT) app. This information will then be transferred to GWM for review. These parts are analyzed by Brand Quality, Engineering,...
CSMT RPT - 05/25/2022
... the vehicle. Using the app enables GM to know exactly which parts are on a vehicle, even after a service part replacement....
Core Return Policies - 04/26/2022
... returned to the CCA Core Return Center prior to WPC parts request(s) will be debited. Electronic Service Center (ESC) and Battery Service Center (BSC) parts must be returned within 30 days to receive core credit. Dealerships must submit for reimbursement...
Certified Pre-Owned - 06/20/2022
... prior to March 2017): The warranty covers the vehicle for up to 6 years from the original in-service date or 70,000 total vehicle miles, whichever occurs first. There is no deductible for covered repairs. The warranty is transferable to subsequent owners. Cadillac...
GM and Cruise - 06/20/2022
GM and Cruise will be the first companies in the world to run a commercial taxi service of self-driving cars in a major city. Cruise will use a fleet of 30 driverless all-electric Chevrolet Bolts to transport passengers around in the northwest part of...
Over The Counter (OTC) - 06/20/2022
The warranty terms for service replacement parts sold over the counter is 24 months, parts only, from date of sale by the dealer. Parts P&P Article 1.1.1
Replacement Parts and Accessories - 06/20/2022
The warranty terms for dealer installed GM service replacement parts is 24 months/unlimited miles, whichever occurs first, from the date of installation (parts and labor). This warranty is applicable to all GM parts and accessories purchased through a...
Original Job Card - Not Available - 05/25/2022
The dealer must be able to produce, in paper form, the original, or genuine copies of the original repair documentation. Deviations arise when the original job card is missing or a reprint is presented without service management authorization.
Reject of the Month - June 2022 - 05/25/2022
The owner of a 2021 Chevrolet Tahoe brought their vehicle into the service department with a check engine light, ESC/Traction Control light, and a vibration while driving concern. The diagnosing technician found a tapping noise under the hood and...
Labor Time Guide Request for Review Process - 08/22/2022
GM Dealers can submit a request to review labor time and part quantity/dollar amount in Service Information. Requests for review are submitted once you have built your vehicle or pasted in the VIN in the Labor Time Guide. The Request for Review form can...
Reject of the Month - September 2022 - 08/22/2022
... owner of a 2015 Chevrolet Impala with 64,320 miles brought their vehicle into the service department to investigate a no start concern. The owner had to jump start the battery. The service advisor noted “possible warranty” at write up as...
OnStar - 08/22/2022
... a three-year subscription to OnStar, GM’s in-vehicle safety, security, and connectivity service. It’s included in the manufacturer’s suggested retail price of all Buicks and GMCs ordered starting June 2 and all Cadillac Escalades ordered...
OnStar - 08/22/2022
... a three-year subscription to OnStar, GM’s in-vehicle safety, security, and connectivity service. It’s included in the manufacturer’s suggested retail price of all Buicks and GMCs ordered starting June 2 and all Cadillac Escalades ordered...
CSMT App Update - 05/26/2021
The Certified Service Mobile Toolbox (CSMT) app was updated in late May to renew important security certificates. All users were required to perform a system update to allow continued use of the tools in the application, including the PRA process, Field...
Corvette First Maintenance - 05/26/2021
... 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 increased due to a labor time increase for the transmission...
GM Authorization and Attachments - 05/26/2021
... stated in this article apply specifically to dealers who have Standard Empowerment (Level 6). When service management approval is required, that approval must always be a signature or initials, the date and time, and a thorough explanation on the original...
SPS2 Programming Events - 08/30/2021
It is a best practice to have the technician capture a screenshot from the SPS2 of the Warranty Claim Code at time of service so it can be attached to the warranty transaction. This will help expedite the processing and review of the transaction when...
Reject of the Month - August 2021 - 07/27/2021
... repair prior to delivery. The VIN had been identified on the open recall report and brought to the service advisor’s attention for its completion. The service advisor opened a job card for the performance of the recall with an estimate entered...
Core Processing and Returns - 06/29/2021
... facility is located in Joliet, Illinois with the new SRC Logistics (SRCL) as the new service provider. In addition to these changes, a strong core application and management system is in place with access to the new core portal through GlobalConnect...
Goodwill Tools (Part I) - 01/27/2021
... Letter – Letter issued to the customer for $50 or $100 towards a one-time service or maintenance visit. Component Coverage Letter (CCL) – Letter issued extending coverage of a designated vehicle component for a specific time frame (select...
Bulletin Repairs - 01/27/2021
When performing warranty repairs per a published technical service bulletin note the bulletin number and bulletin labor operation in the Cause/Correction section of the job card. Many bulletins contain bulletin specific labor operations that must be used...
Bulletin 040089015V Required Operating Procedures - 12/29/2020
... the 2021 model year and text updates throughout. Bullet point 2 within the bulletin contains the Service Management Approval and Transaction Authorization Matrix. The related requirements for Policy Adjustments (Auth Code A) has been updated to reflect...
Cadillac Buyout - 12/29/2020
... to not make the investment for tools, training, equipment and charging stations to sell and service EV’s. Dealers that have elected to invest in Cadillac must begin putting in Cadillac’s EV requirements by the second quarter of 2021. The...
The Trunk-to-Trunk Tour - 03/22/2021
This may be a helpful term to share with the service team for the new vehicle delivery walkaround process. Policy states that dealers have 5 minutes to inspect each vehicle an up to a maximum of 30 minutes for a full truckload delivery. Use the Receiving...
High Voltage Battery - 03/22/2021
... Information. Lithium-Ion batteries must be obtained through a GM authorized Battery Service Center (BSC) for all repairs, and pre-approved through the Technical Assistance Center for full battery packs on restriction. Once TAC has approved, dealers...
Types of Job Card Systems - 02/25/2021
... 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 adding the line to the job card. This can be accomplished...
Recent MOR Results - 03/22/2021
... that the customer provided permission for an add on repair. This documentation is in addition to service management authorization for the add on. Both customer and management authorization are required prior to work being performed. Tip: When performing...
Goodwill Tools (Part II) - 02/25/2021
... (Labor Op 0600343) reimburses dealers for providing 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...
... prior to March 2017): The warranty covers the vehicle for up to 6 years from the original in-service date or 70,000 total vehicle miles, whichever occurs first. There is no deductible for covered repairs. The warranty is transferable to subsequent owners. Cadillac...
GM and Cruise - 06/20/2022
GM and Cruise will be the first companies in the world to run a commercial taxi service of self-driving cars in a major city. Cruise will use a fleet of 30 driverless all-electric Chevrolet Bolts to transport passengers around in the northwest part of...
Over The Counter (OTC) - 06/20/2022
The warranty terms for service replacement parts sold over the counter is 24 months, parts only, from date of sale by the dealer. Parts P&P Article 1.1.1
Replacement Parts and Accessories - 06/20/2022
The warranty terms for dealer installed GM service replacement parts is 24 months/unlimited miles, whichever occurs first, from the date of installation (parts and labor). This warranty is applicable to all GM parts and accessories purchased through a...
Original Job Card - Not Available - 05/25/2022
The dealer must be able to produce, in paper form, the original, or genuine copies of the original repair documentation. Deviations arise when the original job card is missing or a reprint is presented without service management authorization.
Reject of the Month - June 2022 - 05/25/2022
The owner of a 2021 Chevrolet Tahoe brought their vehicle into the service department with a check engine light, ESC/Traction Control light, and a vibration while driving concern. The diagnosing technician found a tapping noise under the hood and...
Labor Time Guide Request for Review Process - 08/22/2022
GM Dealers can submit a request to review labor time and part quantity/dollar amount in Service Information. Requests for review are submitted once you have built your vehicle or pasted in the VIN in the Labor Time Guide. The Request for Review form can...
Reject of the Month - September 2022 - 08/22/2022
... owner of a 2015 Chevrolet Impala with 64,320 miles brought their vehicle into the service department to investigate a no start concern. The owner had to jump start the battery. The service advisor noted “possible warranty” at write up as...
OnStar - 08/22/2022
... a three-year subscription to OnStar, GM’s in-vehicle safety, security, and connectivity service. It’s included in the manufacturer’s suggested retail price of all Buicks and GMCs ordered starting June 2 and all Cadillac Escalades ordered...
OnStar - 08/22/2022
... a three-year subscription to OnStar, GM’s in-vehicle safety, security, and connectivity service. It’s included in the manufacturer’s suggested retail price of all Buicks and GMCs ordered starting June 2 and all Cadillac Escalades ordered...
CSMT App Update - 05/26/2021
The Certified Service Mobile Toolbox (CSMT) app was updated in late May to renew important security certificates. All users were required to perform a system update to allow continued use of the tools in the application, including the PRA process, Field...
Corvette First Maintenance - 05/26/2021
... 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 increased due to a labor time increase for the transmission...
GM Authorization and Attachments - 05/26/2021
... stated in this article apply specifically to dealers who have Standard Empowerment (Level 6). When service management approval is required, that approval must always be a signature or initials, the date and time, and a thorough explanation on the original...
SPS2 Programming Events - 08/30/2021
It is a best practice to have the technician capture a screenshot from the SPS2 of the Warranty Claim Code at time of service so it can be attached to the warranty transaction. This will help expedite the processing and review of the transaction when...
Reject of the Month - August 2021 - 07/27/2021
... repair prior to delivery. The VIN had been identified on the open recall report and brought to the service advisor’s attention for its completion. The service advisor opened a job card for the performance of the recall with an estimate entered...
Core Processing and Returns - 06/29/2021
... facility is located in Joliet, Illinois with the new SRC Logistics (SRCL) as the new service provider. In addition to these changes, a strong core application and management system is in place with access to the new core portal through GlobalConnect...
Goodwill Tools (Part I) - 01/27/2021
... Letter – Letter issued to the customer for $50 or $100 towards a one-time service or maintenance visit. Component Coverage Letter (CCL) – Letter issued extending coverage of a designated vehicle component for a specific time frame (select...
Bulletin Repairs - 01/27/2021
When performing warranty repairs per a published technical service bulletin note the bulletin number and bulletin labor operation in the Cause/Correction section of the job card. Many bulletins contain bulletin specific labor operations that must be used...
Bulletin 040089015V Required Operating Procedures - 12/29/2020
... the 2021 model year and text updates throughout. Bullet point 2 within the bulletin contains the Service Management Approval and Transaction Authorization Matrix. The related requirements for Policy Adjustments (Auth Code A) has been updated to reflect...
Cadillac Buyout - 12/29/2020
... to not make the investment for tools, training, equipment and charging stations to sell and service EV’s. Dealers that have elected to invest in Cadillac must begin putting in Cadillac’s EV requirements by the second quarter of 2021. The...
The Trunk-to-Trunk Tour - 03/22/2021
This may be a helpful term to share with the service team for the new vehicle delivery walkaround process. Policy states that dealers have 5 minutes to inspect each vehicle an up to a maximum of 30 minutes for a full truckload delivery. Use the Receiving...
High Voltage Battery - 03/22/2021
... Information. Lithium-Ion batteries must be obtained through a GM authorized Battery Service Center (BSC) for all repairs, and pre-approved through the Technical Assistance Center for full battery packs on restriction. Once TAC has approved, dealers...
Types of Job Card Systems - 02/25/2021
... 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 adding the line to the job card. This can be accomplished...
Recent MOR Results - 03/22/2021
... that the customer provided permission for an add on repair. This documentation is in addition to service management authorization for the add on. Both customer and management authorization are required prior to work being performed. Tip: When performing...
Goodwill Tools (Part II) - 02/25/2021
... (Labor Op 0600343) reimburses dealers for providing 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...
Battery Warranty - 10/01/2021
... for the remainder of the B2B Warranty or 12 months/unlimited miles, whichever is greater. The Service Agent must remove the Warranty Insert Tag from the new ACDelco Replacement Battery and retain it as part of the job card information. ...
12V Battery Replacement - 10/01/2021
... miles from the last replacement are handled as a ZPTI transaction, parts and labor. The Service Agent would obtain a replacement ACDelco battery from an ACDelco Battery Distributor. The warranty statement and insert from the new replacement battery is...
Suburban - 10/01/2021
... large support utility commercial vehicles for the department’s Diplomatic Security Service (DSS). The DSS is the federal law enforcement and security arm of the department. GM Defense will create a purpose-built heavy duty Suburban and make 10...
October 2021 Recall Update - 10/01/2021
... recall bulletin has been updated to include revisions to parts and warranty information, and the service procedure. The recall involves certain 2007-08 Chevrolet Silverado 2500/3500 HD and GMC Sierra 2500/3500 HD trucks. The bulletin update includes...
Cross-Line Warranty - 10/26/2021
... including in-stock used vehicles requiring warranty repair. Exception: Cadillac First Maintenance services must be performed at a Cadillac dealership. When Cross-line warranty first became an option, the requirement stated for emergency repairs....
Authorized Dealer - 10/26/2021
... 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 authorized dealer. ...
Chevrolet Electric Models - 10/26/2021
... Dealer Electric Models Participation Agreement and have agreed to complete all required sales and service training and to purchase and maintain all required special tools and equipment are qualified and eligible to perform warranty, policy, and field...
Bulletin 21NA068 - 01/27/2022
... AVJ. The picture provides confirmation that the VIN of the transmitter key fob is the same as the service vehicle listed on the job card. ...
Mismatched Spare Tire Recall - 01/27/2022
... spare tire or to leave the 17-inch tire and wheel assembly in place, but secure the 18-inch service spare tire and wheel assembly in the cargo bed to transport home. Please review the recall bulletin for specific details. This recall has specific requirements...
Transaction Types - 12/01/2021
When entering a new transaction, Service Contract Transaction Type (ZSCT) may only be selected when the corresponding Business Unit is selected (MIC). Transaction types ZREG, ZSSP, ZPDI, ZPTI, and ZPTC cannot be submitted when BU-MIC is selected. Ref...
End of Year - 12/01/2021
2022 is just around the corner! To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule (263) should be current (all transactions over 30 days should be fully supported and accounted for), training...
What can you learn from a warranty transaction? - 01/04/2022
... creating the excess situation. The warranty administrator may review the transaction with service management and after validating the parts, authorize for parts excessive to get the claim to accept status. Now that the transaction has been authorized/accepted...
Warranty Administration Acronyms - 01/04/2022
... Condition Code CEL --- Check Engine Light CND --- Concern Not Duplicated CPVS --- Cost per Vehicle Serviced DBC --- Dealer Business Center DMA --- District Manager Aftersales DOC --- Document DTC --- Diagnostic Trouble Codes EBCM --- Electronic Brake...
Reject of the Month - January 2022 - 01/03/2022
... on a Chevrolet Corvette. At the time of the repair the labor operation indicated ST. The service manager approved the straight time as it exceeded the standard empowerment level of 2.0 hours. The technician’s time documentation supported 16.3 hours...
Option C Labor Rate - 01/03/2022
... rate plan received an increase. The new labor rate can be viewed in GWM within the “View Service Agent Profile” link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for...
Claiming Shuttle Allowance - 10/01/2021
With the shortage of vehicles available to put into your Courtesy Transportation Program, shuttle service is filling the void for many dealerships. You are allowed to claim $7.50 for a one-way shuttle and $15.00 for a two-way. Whether you transport your...
November 2021 Recall Update - 10/26/2021
... The bulletin that affects certain 2021 Cadillac CT4 vehicles has been revised to update the service procedure. Safety Recall N212332040-01 Stall While Driving: Certain 2021 model year Cadillac Escalade, Escalade ESV, Chevrolet Suburban, Tahoe,...
Option C Labor Rate - 12/01/2021
... labor rate plan will receive an increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for updating...
BrightDrop - 01/27/2021
... build of about 500 EV600’s. The BrightDrop brand will offer electric products, software, and services. Products include the commercial van, the EV600 and an electric pallet called the EP1. The pallet allows delivery drivers to easily transport...
Reject of the Month - January 2021 - 12/29/2020
... 2020 Chevrolet Corvette Stingray. At the time of the repair the labor operation indicated ST. The service manager approved the straight time as it exceeded the standard empowerment level of 2.0 hours. The technician’s time documentation supported...
Reject of the Month - February 2021 - 01/27/2021
... owner of a 2017 Cadillac Escalade took their vehicle to the service department with an intermittent noise concern from the rear of the vehicle. The technician verified the noise was coming from the rear end, disassembled the rear differential and found...
Option A or C? - 01/27/2021
... rate is tied to the Consumer Price Index (Option C) or the Retail Labor Rate (Option A), go to the Service Agent Profile within the Analyze Warranty tab in GWM. Click the Labor Rate tab and scroll to the bottom portion of the page to Labor Rate Plans....
GM Mail Out Reviews - 06/29/2021
The following claim scenarios were reviewed within the latest round of GM Mail Out Reviews handled by GM Audit Services. In each instance the transaction was debited due to incorrect or incomplete technician time clocking or documentation. The first...
New Error Codes - 07/27/2021
GM has launched 5 new error codes to assist dealers with understanding claim rejects involving Service Programming and the SPS Warranty Claim Code. In the past when GM was unable to validate successful completion of a reprogramming event claimed in GWM,...
New Technician Add Times for Transmission Repairs - 05/26/2021
... technician comments and separate punch times to support the extra time spent on repairs, but Service Management approval is not required as long as the time claimed is within the variable published allowance. For difficult repairs that exceed the Add...
... for the remainder of the B2B Warranty or 12 months/unlimited miles, whichever is greater. The Service Agent must remove the Warranty Insert Tag from the new ACDelco Replacement Battery and retain it as part of the job card information. ...
12V Battery Replacement - 10/01/2021
... miles from the last replacement are handled as a ZPTI transaction, parts and labor. The Service Agent would obtain a replacement ACDelco battery from an ACDelco Battery Distributor. The warranty statement and insert from the new replacement battery is...
Suburban - 10/01/2021
... large support utility commercial vehicles for the department’s Diplomatic Security Service (DSS). The DSS is the federal law enforcement and security arm of the department. GM Defense will create a purpose-built heavy duty Suburban and make 10...
October 2021 Recall Update - 10/01/2021
... recall bulletin has been updated to include revisions to parts and warranty information, and the service procedure. The recall involves certain 2007-08 Chevrolet Silverado 2500/3500 HD and GMC Sierra 2500/3500 HD trucks. The bulletin update includes...
Cross-Line Warranty - 10/26/2021
... including in-stock used vehicles requiring warranty repair. Exception: Cadillac First Maintenance services must be performed at a Cadillac dealership. When Cross-line warranty first became an option, the requirement stated for emergency repairs....
Authorized Dealer - 10/26/2021
... 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 authorized dealer. ...
Chevrolet Electric Models - 10/26/2021
... Dealer Electric Models Participation Agreement and have agreed to complete all required sales and service training and to purchase and maintain all required special tools and equipment are qualified and eligible to perform warranty, policy, and field...
Bulletin 21NA068 - 01/27/2022
... AVJ. The picture provides confirmation that the VIN of the transmitter key fob is the same as the service vehicle listed on the job card. ...
Mismatched Spare Tire Recall - 01/27/2022
... spare tire or to leave the 17-inch tire and wheel assembly in place, but secure the 18-inch service spare tire and wheel assembly in the cargo bed to transport home. Please review the recall bulletin for specific details. This recall has specific requirements...
Transaction Types - 12/01/2021
When entering a new transaction, Service Contract Transaction Type (ZSCT) may only be selected when the corresponding Business Unit is selected (MIC). Transaction types ZREG, ZSSP, ZPDI, ZPTI, and ZPTC cannot be submitted when BU-MIC is selected. Ref...
End of Year - 12/01/2021
2022 is just around the corner! To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule (263) should be current (all transactions over 30 days should be fully supported and accounted for), training...
What can you learn from a warranty transaction? - 01/04/2022
... creating the excess situation. The warranty administrator may review the transaction with service management and after validating the parts, authorize for parts excessive to get the claim to accept status. Now that the transaction has been authorized/accepted...
Warranty Administration Acronyms - 01/04/2022
... Condition Code CEL --- Check Engine Light CND --- Concern Not Duplicated CPVS --- Cost per Vehicle Serviced DBC --- Dealer Business Center DMA --- District Manager Aftersales DOC --- Document DTC --- Diagnostic Trouble Codes EBCM --- Electronic Brake...
Reject of the Month - January 2022 - 01/03/2022
... on a Chevrolet Corvette. At the time of the repair the labor operation indicated ST. The service manager approved the straight time as it exceeded the standard empowerment level of 2.0 hours. The technician’s time documentation supported 16.3 hours...
Option C Labor Rate - 01/03/2022
... rate plan received an increase. The new labor rate can be viewed in GWM within the “View Service Agent Profile” link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for...
Claiming Shuttle Allowance - 10/01/2021
With the shortage of vehicles available to put into your Courtesy Transportation Program, shuttle service is filling the void for many dealerships. You are allowed to claim $7.50 for a one-way shuttle and $15.00 for a two-way. Whether you transport your...
November 2021 Recall Update - 10/26/2021
... The bulletin that affects certain 2021 Cadillac CT4 vehicles has been revised to update the service procedure. Safety Recall N212332040-01 Stall While Driving: Certain 2021 model year Cadillac Escalade, Escalade ESV, Chevrolet Suburban, Tahoe,...
Option C Labor Rate - 12/01/2021
... labor rate plan will receive an increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for updating...
BrightDrop - 01/27/2021
... build of about 500 EV600’s. The BrightDrop brand will offer electric products, software, and services. Products include the commercial van, the EV600 and an electric pallet called the EP1. The pallet allows delivery drivers to easily transport...
Reject of the Month - January 2021 - 12/29/2020
... 2020 Chevrolet Corvette Stingray. At the time of the repair the labor operation indicated ST. The service manager approved the straight time as it exceeded the standard empowerment level of 2.0 hours. The technician’s time documentation supported...
Reject of the Month - February 2021 - 01/27/2021
... owner of a 2017 Cadillac Escalade took their vehicle to the service department with an intermittent noise concern from the rear of the vehicle. The technician verified the noise was coming from the rear end, disassembled the rear differential and found...
Option A or C? - 01/27/2021
... rate is tied to the Consumer Price Index (Option C) or the Retail Labor Rate (Option A), go to the Service Agent Profile within the Analyze Warranty tab in GWM. Click the Labor Rate tab and scroll to the bottom portion of the page to Labor Rate Plans....
GM Mail Out Reviews - 06/29/2021
The following claim scenarios were reviewed within the latest round of GM Mail Out Reviews handled by GM Audit Services. In each instance the transaction was debited due to incorrect or incomplete technician time clocking or documentation. The first...
New Error Codes - 07/27/2021
GM has launched 5 new error codes to assist dealers with understanding claim rejects involving Service Programming and the SPS Warranty Claim Code. In the past when GM was unable to validate successful completion of a reprogramming event claimed in GWM,...
New Technician Add Times for Transmission Repairs - 05/26/2021
... technician comments and separate punch times to support the extra time spent on repairs, but Service Management approval is not required as long as the time claimed is within the variable published allowance. For difficult repairs that exceed the Add...
Accounting of Labor Time - 06/29/2021
Service Policies and Procedures Article 6.2.5 addresses technician identification and accounting of labor time. Labor time paid by GM must be documented on the technician’s time ticket by job card. The job card number, technician ID, actual date ...
Bulletin 21-NA-110 Tonneau Cover Replacement - 05/26/2021
... bulletin. Use of the IBP part numbers will result in “error 51” with claim submission: Service Agent is not allowed to submit part product line X. For Limited Production Option (LPO) accessories (vehicles with RPO 63B/VOZ) (ordered...
CPO Chevrolet Buick GMC Program - 08/22/2022
... Policy adjustments are not allowed in the certification process or on any dealer stock vehicle. Service management approval is required for warranty repairs on stock vehicles with their signature/initials, date, time, and explanation that details how...
PRA Process-New Restrictions - 07/27/2022
... Sierra upper control arms. The CSMT app may be used by any member of the dealer’s service department team as determined necessary by service management. The app is the required method to process Pre-Repair Authorization (PRA) requests and...
Warranty and the Technician - 06/20/2022
... has little to no responsibility when it comes to warranty, right? Wrong. The technician and the service team play an integral role in the warranty process. The following are critical technician provided details for an accurate, policy compliant warranty...
Reject of the Month - August 2022 - 07/27/2022
... the customer noted that there were many different warnings on the dash, including the service side detection, power steering reduced, ABS light, traction control, and stabilitrak. The technician verified the concern and found code DTC P0119: Engine...
Reject of the Month - May 2022 - 04/26/2022
... labor operation allowed 3.1 hours base time and up to 1.0 hours diagnostic time. Service management reviewed the technician’s documentation and time punching to approve 1.8 hours OLH for excessive diagnostics. Management noted that multiple tests...
Water Leaks - 04/26/2022
... to gain access to the leak submitted as OLH. Any time submitted as OLH must be authorized by service management and separately time punched...
April 2022 Recall Update - 03/28/2022
... Recall N212349040-01 Driver Front Airbag Inflator May Rupture: The correction statement and service procedure have been updated in the bulletin. The recall affects certain 2008-17 Buick Enclave and 2013-17 Chevrolet Traverse vehicles. The removed and...
Option C Labor Rate Increase - 11/22/2022
... labor rate plan will receive an increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for updating...
Reject of the Month - December 2022 - 11/21/2022
Error 024: Service Agent is not allowed to submit transactions for labor code 7440130 The owner of a 2021 GMC Sierra brought their truck in for installation of a special-order part. On a previous service visit the owner had a concern with the stitching...
Approved PDI Fluid Adds - 10/28/2022
... The use of genuine GM or GM approved Parts and Accessories is required when performing any repairs/services paid for by General Motors in accordance with applicable provisions in the Sales and Service Agreement. This includes the use of ACDelco branded...
Option C Labor Rate - 01/04/2023
... rate plan received an increase. The new labor rate can be viewed in GWM within the “View Service Agent Profile” link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for...
March 2023 Recall Update - 02/28/2023
... 2023 model year vehicles has been revised to add the 2023 Buick Envision to the population. The service procedure has also been updated to include a graphic, note, and an added step to help identify if the heater and air conditioning user interface control...
Bulletin 24-NA-054 - 03/23/2024
... heated seats or heated steering wheel. This is good information to share with not only your service advisors, but also with your BDC personnel who make service appointments. Your customer’s will appreciate the information and save them from making...
April 2024 Recall Update - 03/23/2024
... has been revised to update the attention, correction, parts table, warranty information, and the service procedure. The recall affects certain 2024 Cadillac Lyriq vehicles. Customer Satisfaction Recall N232428540 Multiple Module Reprogramming: Certain...
Reject of the Month - December 2023 - 11/29/2023
Error 27: Towing amount exceeds the maximum allowed for the Service Agent A 2024 Cadillac LYRIQ was towed to “JL Cadillac” due to a no start condition, with the resolution ultimately being a buyback. Unfortunately, the dealership was not equipped...
Part Failure During Same Visit - 11/29/2023
... clock time for the OLH. Again, while this is not considered true OLH, as a standard practice service management authorization is typically included. Depending on the store’s empowerment, it may be necessary to submit with GM Authorization for review. Depending...
Option C Labor Rate Increase - 11/29/2023
... labor rate plan will receive an increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for updating...
Supporting Documentation - 01/29/2024
... The best way to ensure that this information is available is to retain the bulk of it in the service history file, whether that be a paper file or scanned and electronically filed. Common support documentation includes: All job cards (including...
Labor Rate - 01/29/2024
The service agents warranty 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...
Technician Accounting of Labor Time - 01/29/2024
... amount. OLH must be authorized by management prior to the first submission of the transaction. Service management is responsible for the reasonableness of the diagnosis time and/or OLH time claimed. Reminder: Technician punch time requirements...
Option C Labor Rate - 12/26/2023
... rate plan received an increase. The new labor rate can be viewed in GWM within the “View Service Agent Profile” link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for...
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...
Diagnosis Time When a Part was Ordered - 04/25/2023
... and attach a copy to the job card for the part replacement. When writing the new job card, service advisors should always restate the original customer concern and document the job card number where the diagnosis was made. Reference Policies...
Service Policies and Procedures Article 6.2.5 addresses technician identification and accounting of labor time. Labor time paid by GM must be documented on the technician’s time ticket by job card. The job card number, technician ID, actual date ...
Bulletin 21-NA-110 Tonneau Cover Replacement - 05/26/2021
... bulletin. Use of the IBP part numbers will result in “error 51” with claim submission: Service Agent is not allowed to submit part product line X. For Limited Production Option (LPO) accessories (vehicles with RPO 63B/VOZ) (ordered...
CPO Chevrolet Buick GMC Program - 08/22/2022
... Policy adjustments are not allowed in the certification process or on any dealer stock vehicle. Service management approval is required for warranty repairs on stock vehicles with their signature/initials, date, time, and explanation that details how...
PRA Process-New Restrictions - 07/27/2022
... Sierra upper control arms. The CSMT app may be used by any member of the dealer’s service department team as determined necessary by service management. The app is the required method to process Pre-Repair Authorization (PRA) requests and...
Warranty and the Technician - 06/20/2022
... has little to no responsibility when it comes to warranty, right? Wrong. The technician and the service team play an integral role in the warranty process. The following are critical technician provided details for an accurate, policy compliant warranty...
Reject of the Month - August 2022 - 07/27/2022
... the customer noted that there were many different warnings on the dash, including the service side detection, power steering reduced, ABS light, traction control, and stabilitrak. The technician verified the concern and found code DTC P0119: Engine...
Reject of the Month - May 2022 - 04/26/2022
... labor operation allowed 3.1 hours base time and up to 1.0 hours diagnostic time. Service management reviewed the technician’s documentation and time punching to approve 1.8 hours OLH for excessive diagnostics. Management noted that multiple tests...
Water Leaks - 04/26/2022
... to gain access to the leak submitted as OLH. Any time submitted as OLH must be authorized by service management and separately time punched...
April 2022 Recall Update - 03/28/2022
... Recall N212349040-01 Driver Front Airbag Inflator May Rupture: The correction statement and service procedure have been updated in the bulletin. The recall affects certain 2008-17 Buick Enclave and 2013-17 Chevrolet Traverse vehicles. The removed and...
Option C Labor Rate Increase - 11/22/2022
... labor rate plan will receive an increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for updating...
Reject of the Month - December 2022 - 11/21/2022
Error 024: Service Agent is not allowed to submit transactions for labor code 7440130 The owner of a 2021 GMC Sierra brought their truck in for installation of a special-order part. On a previous service visit the owner had a concern with the stitching...
Approved PDI Fluid Adds - 10/28/2022
... The use of genuine GM or GM approved Parts and Accessories is required when performing any repairs/services paid for by General Motors in accordance with applicable provisions in the Sales and Service Agreement. This includes the use of ACDelco branded...
Option C Labor Rate - 01/04/2023
... rate plan received an increase. The new labor rate can be viewed in GWM within the “View Service Agent Profile” link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for...
March 2023 Recall Update - 02/28/2023
... 2023 model year vehicles has been revised to add the 2023 Buick Envision to the population. The service procedure has also been updated to include a graphic, note, and an added step to help identify if the heater and air conditioning user interface control...
Bulletin 24-NA-054 - 03/23/2024
... heated seats or heated steering wheel. This is good information to share with not only your service advisors, but also with your BDC personnel who make service appointments. Your customer’s will appreciate the information and save them from making...
April 2024 Recall Update - 03/23/2024
... has been revised to update the attention, correction, parts table, warranty information, and the service procedure. The recall affects certain 2024 Cadillac Lyriq vehicles. Customer Satisfaction Recall N232428540 Multiple Module Reprogramming: Certain...
Reject of the Month - December 2023 - 11/29/2023
Error 27: Towing amount exceeds the maximum allowed for the Service Agent A 2024 Cadillac LYRIQ was towed to “JL Cadillac” due to a no start condition, with the resolution ultimately being a buyback. Unfortunately, the dealership was not equipped...
Part Failure During Same Visit - 11/29/2023
... clock time for the OLH. Again, while this is not considered true OLH, as a standard practice service management authorization is typically included. Depending on the store’s empowerment, it may be necessary to submit with GM Authorization for review. Depending...
Option C Labor Rate Increase - 11/29/2023
... labor rate plan will receive an increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for updating...
Supporting Documentation - 01/29/2024
... The best way to ensure that this information is available is to retain the bulk of it in the service history file, whether that be a paper file or scanned and electronically filed. Common support documentation includes: All job cards (including...
Labor Rate - 01/29/2024
The service agents warranty 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...
Technician Accounting of Labor Time - 01/29/2024
... amount. OLH must be authorized by management prior to the first submission of the transaction. Service management is responsible for the reasonableness of the diagnosis time and/or OLH time claimed. Reminder: Technician punch time requirements...
Option C Labor Rate - 12/26/2023
... rate plan received an increase. The new labor rate can be viewed in GWM within the “View Service Agent Profile” link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for...
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...
Diagnosis Time When a Part was Ordered - 04/25/2023
... and attach a copy to the job card for the part replacement. When writing the new job card, service advisors should always restate the original customer concern and document the job card number where the diagnosis was made. Reference Policies...
EI Lite - 08/29/2023
... an EI Lite, such as PIE0757, dealers are to use the Field Product Reporting App via the Certified Service Mobile Toolbox (CSMT), take pictures of the issue, and fill out the required fields and submit. The EI Lite requests pictures only.  ...
Claiming Courtesy Transportation - 10/25/2023
... courtesy transportation, but don’t claim it. This is particularly true with shuttles. Service advisor failure to note shuttle on the job card (you can simply write the word shuttle on the job card) means that warranty administrators don’t...
October 2023 Recall Update - 09/25/2023
... the brake line. Customer Satisfaction Recall N222389360 Mislabeled Base Front Differential Housing Service Part: The recall bulletin addresses a condition in which certain 2015-22 model year Chevrolet Colorado and GMC Canyon vehicles may have a hole...
Dongle Reminders: - 08/29/2023
... with error code 872). As a best practice, dealers should scan every vehicle that comes into the service drive to help prevent missing any vehicle for which a dongle device scan is required. The scan is required on every warranty transaction with few...
Reject of the Month - October 2019 - 09/24/2019
... 2500 Crew Cab truck was experiencing a loose feeling in the steering. After checking IVH the service advisor wrote the job card up as warranty, as the vehicle was in warranty by both time and mileage. The repairing technician found side play in...
Recall Validation - 05/29/2019
... to debit. In these cases, a new job card must be written when the vehicle is brought back for service. If the SPS system identifies a correct module calibration, it will either display the Warranty Claim Code or allow the technician to proceed with a...
New Battery Tester - 04/22/2019
... generation DCBS. The new battery tester is capable of performing comprehensive battery diagnostic services in 20 minutes or less and producing a warranty code for batteries that fail. The unit has built in 1D/2D scanner to support vehicle identification...
Reject of the Month - Warning 122 - 04/22/2019
Warning 122: This transaction was reviewed by a GM Service Manager and rejected. The owner of a 2018 Chevrolet Cruze experienced a SES light and reduced power. The technician connected to GDS and diagnosed the exhaust pressure differential sensor failed...
Bulletin 16-NA-405 - 04/22/2019
... has been updated to version 12. The latest version includes the 2019 model year, revisions to the service procedure, and updates to the parts and warranty information sections. Previous versions of the bulletin contained multiple labor operations based...
August 2018 Recall Update - 07/23/2018
... Programming Not Required labor code has been removed from the warranty information section and the service procedure has been updated with the latest recall bulletin release. Technicians are required to record the Warranty Claim Code on the job card....
TAC Case Handling - 08/20/2018
The GM Service Technical College (STC) announced a new course that is part of the 2018 STS Fundamentals requirement and will also be a 2019 STS Requirement. The course is titled Dealer Contact Management: Technical Assistance Center Case Handling training...
Consequential Damage Repairs - 11/29/2018
... fails and causes the failure of other parts, are often claimed incorrectly due to technicians, service advisors, and warranty administrators being unaware of how they should be submitted. The correct way to submit a consequential damage claim is...
Warranty Claim Code - 12/19/2018
... a reminder, programming labor operations are only applicable for control modules that have valid service software/calibration files. The operations are not to be used when replacing a module. SPS has been updated to provide a 10-digit WCC whenever...
Reject of the Month - Error code 111 - 12/19/2018
... date is greater than 60 days of the job card open date. After further discussion with the service team, the warranty administrator realized that the customer dropped the vehicle off at the dealership in May and left to go out of the country. The...
Electrical Diagnosis - 01/21/2019
... been found. A third time should then be clocked for the repair. Diagnostic time does not require service management approval, but OLH does. OLH can never be the first time clocked on the job card and service management may not approve all the time a...
February 2019 Recall Update - 01/21/2019
... recall is in effect until January 31, 2021. Customer Satisfaction Recall N182191400: Incorrect SDM Service Calibration: The recall population includes certain 2018 Chevrolet Camaro non high-performance vehicles that may have received the incorrect calibration...
Missing Radio Programming Steps - 02/21/2019
... or an existing radio, on the models listed in this document, it is necessary to follow published service information for A11 Radio: Programming and Setup in SI Document ID 4665648. Failure to follow published procedures may cause a loss of customer satisfaction...
Recall Summary Update - 01/28/2020
... been updated to reflect an update to the airbag return location instructions contained within the service procedure section. Certain 2010-11 Chevrolet Malibu vehicles are involved in the recall population. Customer Satisfaction Recall N192220080: Engine...
Over the Counter Parts Warranty - 04/29/2020
... dealership for the part and the transaction type used is ZPTC. The customer does not need to see a service advisor to create a job card and can go directly to the parts department to get their replacement part. When the transaction is submitted to GM...
More on Other Labor Hours - 04/29/2020
... too. Once it has been determined how much of the time clocked will be paid to the technician, service management must sign, date, time, and provide a detailed explanation that supports the time paid. There are approximately 1,100 select labor operations...
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...
Determining Powertrain Coverage & Labor Ops - 12/02/2019
The Powertrain warranty on GM vehicles varies, depending on the vehicle. Service advisors should always verify powertrain warranty coverage via Investigate Vehicle History. Once the powertrain warranty coverage is known and after a diagnosis of the customer’s...
November 2019 Recall Update - 10/23/2019
... Refrigerant Leak: The special coverage has been updated due to a change in labor time and the service procedure for the replacement of the air conditioning condenser. The bulletin applies to certain Cadillac Escalade, Escalade ESV, Chevrolet Suburban,...
Reject of the Month - Error code 229 - 01/29/2020
... job card 12345 is related to labor code 8466430. In August 2019 a 2015 GMC Sierra was in the service department for a transmission concern, the vehicle would not shift. The technician found clutch debris after removing the pan and burnt 4/5/6 clutches...
Straight Time - 02/17/2020
... and Correction will help support the total amount of Straight Time and/or other labor claimed. Service management reviews technician documentation and time involved and is responsible for the reasonableness of the amount submitted on the transaction....
... an EI Lite, such as PIE0757, dealers are to use the Field Product Reporting App via the Certified Service Mobile Toolbox (CSMT), take pictures of the issue, and fill out the required fields and submit. The EI Lite requests pictures only.  ...
Claiming Courtesy Transportation - 10/25/2023
... courtesy transportation, but don’t claim it. This is particularly true with shuttles. Service advisor failure to note shuttle on the job card (you can simply write the word shuttle on the job card) means that warranty administrators don’t...
October 2023 Recall Update - 09/25/2023
... the brake line. Customer Satisfaction Recall N222389360 Mislabeled Base Front Differential Housing Service Part: The recall bulletin addresses a condition in which certain 2015-22 model year Chevrolet Colorado and GMC Canyon vehicles may have a hole...
Dongle Reminders: - 08/29/2023
... with error code 872). As a best practice, dealers should scan every vehicle that comes into the service drive to help prevent missing any vehicle for which a dongle device scan is required. The scan is required on every warranty transaction with few...
Reject of the Month - October 2019 - 09/24/2019
... 2500 Crew Cab truck was experiencing a loose feeling in the steering. After checking IVH the service advisor wrote the job card up as warranty, as the vehicle was in warranty by both time and mileage. The repairing technician found side play in...
Recall Validation - 05/29/2019
... to debit. In these cases, a new job card must be written when the vehicle is brought back for service. If the SPS system identifies a correct module calibration, it will either display the Warranty Claim Code or allow the technician to proceed with a...
New Battery Tester - 04/22/2019
... generation DCBS. The new battery tester is capable of performing comprehensive battery diagnostic services in 20 minutes or less and producing a warranty code for batteries that fail. The unit has built in 1D/2D scanner to support vehicle identification...
Reject of the Month - Warning 122 - 04/22/2019
Warning 122: This transaction was reviewed by a GM Service Manager and rejected. The owner of a 2018 Chevrolet Cruze experienced a SES light and reduced power. The technician connected to GDS and diagnosed the exhaust pressure differential sensor failed...
Bulletin 16-NA-405 - 04/22/2019
... has been updated to version 12. The latest version includes the 2019 model year, revisions to the service procedure, and updates to the parts and warranty information sections. Previous versions of the bulletin contained multiple labor operations based...
August 2018 Recall Update - 07/23/2018
... Programming Not Required labor code has been removed from the warranty information section and the service procedure has been updated with the latest recall bulletin release. Technicians are required to record the Warranty Claim Code on the job card....
TAC Case Handling - 08/20/2018
The GM Service Technical College (STC) announced a new course that is part of the 2018 STS Fundamentals requirement and will also be a 2019 STS Requirement. The course is titled Dealer Contact Management: Technical Assistance Center Case Handling training...
Consequential Damage Repairs - 11/29/2018
... fails and causes the failure of other parts, are often claimed incorrectly due to technicians, service advisors, and warranty administrators being unaware of how they should be submitted. The correct way to submit a consequential damage claim is...
Warranty Claim Code - 12/19/2018
... a reminder, programming labor operations are only applicable for control modules that have valid service software/calibration files. The operations are not to be used when replacing a module. SPS has been updated to provide a 10-digit WCC whenever...
Reject of the Month - Error code 111 - 12/19/2018
... date is greater than 60 days of the job card open date. After further discussion with the service team, the warranty administrator realized that the customer dropped the vehicle off at the dealership in May and left to go out of the country. The...
Electrical Diagnosis - 01/21/2019
... been found. A third time should then be clocked for the repair. Diagnostic time does not require service management approval, but OLH does. OLH can never be the first time clocked on the job card and service management may not approve all the time a...
February 2019 Recall Update - 01/21/2019
... recall is in effect until January 31, 2021. Customer Satisfaction Recall N182191400: Incorrect SDM Service Calibration: The recall population includes certain 2018 Chevrolet Camaro non high-performance vehicles that may have received the incorrect calibration...
Missing Radio Programming Steps - 02/21/2019
... or an existing radio, on the models listed in this document, it is necessary to follow published service information for A11 Radio: Programming and Setup in SI Document ID 4665648. Failure to follow published procedures may cause a loss of customer satisfaction...
Recall Summary Update - 01/28/2020
... been updated to reflect an update to the airbag return location instructions contained within the service procedure section. Certain 2010-11 Chevrolet Malibu vehicles are involved in the recall population. Customer Satisfaction Recall N192220080: Engine...
Over the Counter Parts Warranty - 04/29/2020
... dealership for the part and the transaction type used is ZPTC. The customer does not need to see a service advisor to create a job card and can go directly to the parts department to get their replacement part. When the transaction is submitted to GM...
More on Other Labor Hours - 04/29/2020
... too. Once it has been determined how much of the time clocked will be paid to the technician, service management must sign, date, time, and provide a detailed explanation that supports the time paid. There are approximately 1,100 select labor operations...
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...
Determining Powertrain Coverage & Labor Ops - 12/02/2019
The Powertrain warranty on GM vehicles varies, depending on the vehicle. Service advisors should always verify powertrain warranty coverage via Investigate Vehicle History. Once the powertrain warranty coverage is known and after a diagnosis of the customer’s...
November 2019 Recall Update - 10/23/2019
... Refrigerant Leak: The special coverage has been updated due to a change in labor time and the service procedure for the replacement of the air conditioning condenser. The bulletin applies to certain Cadillac Escalade, Escalade ESV, Chevrolet Suburban,...
Reject of the Month - Error code 229 - 01/29/2020
... job card 12345 is related to labor code 8466430. In August 2019 a 2015 GMC Sierra was in the service department for a transmission concern, the vehicle would not shift. The technician found clutch debris after removing the pan and burnt 4/5/6 clutches...
Straight Time - 02/17/2020
... and Correction will help support the total amount of Straight Time and/or other labor claimed. Service management reviews technician documentation and time involved and is responsible for the reasonableness of the amount submitted on the transaction....
The Warranty Claim Code - 12/02/2019
... a reminder, programming labor operations are only applicable for control modules that have valid service software/calibration files. The operations are not to be used when replacing a module. Did you know that a SPS WCC is required with both the...
Option C Labor Rate - 12/02/2019
... will receive an increase. At that time, the new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for updating...
January 2020 Recall Update - 01/03/2020
... model), and 2020 Chevrolet Silverado 1500, and GMC Sierra 1500 trucks. Dealers are to perform the service procedure contained within the bulletin and provide owners with improved instructions and labeling on the cover to facilitate proper installation. Customer...
Fluid and Air Conditioning Leak Analysis - 09/22/2020
... to the naked eye, but sometimes there is extra effort involved in finding the source of the leak. Service Information lists various steps in determining the source of an engine oil or transmission fluid leak and procedures for finding a coolant leak....
LTG Frequently Asked Questions - 09/22/2020
... with CVO garage. All warranty labor times are determined by following the steps of the associated service procedure. In the US, labor time studies are performed by ASE Certified or State Licensed technicians with dealership experience. The technician...
October 2020 Recall Update - 09/22/2020
... Pursuit Vehicles has been updated to include revisions to the condition, part, warranty, and service procedure sections. Special Coverage N192210260-02 Diesel Emission Fluid Tank Reservoir Replacement: The special coverage bulletin has been updated...
I'm Just a Warranty Claim - 05/29/2020
... the customer is greeted and directed to an available advisor in preparation for consulting. The service advisor first determines the customer concern and establishes a working agreement with the customer. It is at this stage of the process that warranty...
Reject of the Month - May 2020 - 04/29/2020
... do not support the repair performed and/or the parts replaced are common errors encountered by the service and warranty team. To remedy this issue, encourage service advisors, managers, and/or warranty administrators to address vague cause/correction...
Parts Policies - 05/29/2020
Use of used parts is prohibited when performing warranty and policy repairs, field actions (recalls), and any other service/repair paid for by General Motors. While swapping of parts is helpful from a diagnostic perspective, swapped parts must...
Electrical Diagnostic Time - 07/30/2020
... 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 of diagnosis time claimed. Warranty...
E-Labor Operation - 05/28/2020
... related. If there is not a check engine light illuminated when the vehicle comes into the service department, nothing differently needs to be done to help the service team identify warranty coverage. If the light was not on, the claim must not be submitted...
July 2020 Recall Update - 06/23/2020
... in the recall program. The recall has been revised to update the parts, warranty information, and service procedure table. Customer Satisfaction Recall N192264210-02 Enable Diesel Engine Block Heater: The recall bulletin that affects certain 2017-19...
Certified Pre-Owned Resource Center - 02/20/2018
... are now found in a link titled “Labor operations that require pre-approval.” If service management believes a part failed due to a manufacturer’s defect, pre-approval from your DMA is required. The transaction would have to be GM Authorized...
PQC Assembly Replacement Process - 03/26/2018
... operations are identified in GWM within the Items Not Allowed tab under the Analyze Warranty/View Service Agent Profile. Specific dealer questions concerning the PQC contact requirement are addressed by the dealer’s Field Warranty Manager. In the...
April 2018 Recall Update - 03/26/2018
... The recall bulletin has been revised to remove the screenshot attachment requirement in the service procedure and warranty information sections. The recall addresses a software defect which may prevent the deployment of the frontal airbags and pretensioners....
Option C Labor Rate - 12/21/2017
... C labor rate plan received an increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most recent rate for your dealership. Dealers are responsible for updating...
What is Customer Enthusiasm? - 12/21/2017
... are adamant that they didn’t. Because it can’t be proven as to what caused the crack, service management decides to replace the mirror and submit for warranty reimbursement. A customer is upset that you are asking them to pay...
Reject of the Month - 06/25/2018
... the allowance for labor code xxxxxxx and error code 122: This transaction was reviewed by a GM Service Manager and rejected. The WSC agent required review of the OLH punch times, with the following concerns noted: the first time punch on the job card...
Tire Replacement - 11/21/2017
... when defective. They are not covered 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...
SPID Label - 08/21/2017
The Service Parts Identification Label on all 2018 model year vehicles will be discontinued. Much of the information that was on the label will now be available through a QR code on the Certification Label. If the Certification Label does not have a QR...
Reject of the Month - 11/29/2016
The owner of a 2016 Buick Envision had a concern with a vibration at speeds of 60 mph and higher. The dealership service technician installed the pico scope, test drove the car and found excessive tire vibration. After balancing and test driving the vehicle...
Option C Labor Rate - 12/21/2016
... labor rate plan received a 2.5% increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most recent rate for your dealership. Dealers are responsible for updating...
Enterprise Mechanical Repair Protection (eMRP) - 12/21/2016
Effective December 1, 2016, claims on eMRP service contracts administered by Ally are no longer able to be processed through GWM. Dealers must call 888.eMRP.413 for claim authorization on all claims. When contacting eMRP, the dealer must have a detailed...
The Correct Causal Part - 01/23/2017
... causal part was chosen based on the labor operation submitted. The reject cannot be authorized by service management or the WSC. To correct, select a different causal part, update the labor operation, or if the causal part and labor operation are correct,...
June 2017 Recall Update - 05/22/2017
... video has been updated to remove the steps that pertain to the use of threadlocker within the service procedure. The recall affects certain 2016-2017 Chevrolet Cruze vehicles. Noncompliance Recall 16165-01: Wheel Date Marking Incorrect: The recall...
... a reminder, programming labor operations are only applicable for control modules that have valid service software/calibration files. The operations are not to be used when replacing a module. Did you know that a SPS WCC is required with both the...
Option C Labor Rate - 12/02/2019
... will receive an increase. At that time, the new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most current rate for your dealership. Dealers are responsible for updating...
January 2020 Recall Update - 01/03/2020
... model), and 2020 Chevrolet Silverado 1500, and GMC Sierra 1500 trucks. Dealers are to perform the service procedure contained within the bulletin and provide owners with improved instructions and labeling on the cover to facilitate proper installation. Customer...
Fluid and Air Conditioning Leak Analysis - 09/22/2020
... to the naked eye, but sometimes there is extra effort involved in finding the source of the leak. Service Information lists various steps in determining the source of an engine oil or transmission fluid leak and procedures for finding a coolant leak....
LTG Frequently Asked Questions - 09/22/2020
... with CVO garage. All warranty labor times are determined by following the steps of the associated service procedure. In the US, labor time studies are performed by ASE Certified or State Licensed technicians with dealership experience. The technician...
October 2020 Recall Update - 09/22/2020
... Pursuit Vehicles has been updated to include revisions to the condition, part, warranty, and service procedure sections. Special Coverage N192210260-02 Diesel Emission Fluid Tank Reservoir Replacement: The special coverage bulletin has been updated...
I'm Just a Warranty Claim - 05/29/2020
... the customer is greeted and directed to an available advisor in preparation for consulting. The service advisor first determines the customer concern and establishes a working agreement with the customer. It is at this stage of the process that warranty...
Reject of the Month - May 2020 - 04/29/2020
... do not support the repair performed and/or the parts replaced are common errors encountered by the service and warranty team. To remedy this issue, encourage service advisors, managers, and/or warranty administrators to address vague cause/correction...
Parts Policies - 05/29/2020
Use of used parts is prohibited when performing warranty and policy repairs, field actions (recalls), and any other service/repair paid for by General Motors. While swapping of parts is helpful from a diagnostic perspective, swapped parts must...
Electrical Diagnostic Time - 07/30/2020
... 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 of diagnosis time claimed. Warranty...
E-Labor Operation - 05/28/2020
... related. If there is not a check engine light illuminated when the vehicle comes into the service department, nothing differently needs to be done to help the service team identify warranty coverage. If the light was not on, the claim must not be submitted...
July 2020 Recall Update - 06/23/2020
... in the recall program. The recall has been revised to update the parts, warranty information, and service procedure table. Customer Satisfaction Recall N192264210-02 Enable Diesel Engine Block Heater: The recall bulletin that affects certain 2017-19...
Certified Pre-Owned Resource Center - 02/20/2018
... are now found in a link titled “Labor operations that require pre-approval.” If service management believes a part failed due to a manufacturer’s defect, pre-approval from your DMA is required. The transaction would have to be GM Authorized...
PQC Assembly Replacement Process - 03/26/2018
... operations are identified in GWM within the Items Not Allowed tab under the Analyze Warranty/View Service Agent Profile. Specific dealer questions concerning the PQC contact requirement are addressed by the dealer’s Field Warranty Manager. In the...
April 2018 Recall Update - 03/26/2018
... The recall bulletin has been revised to remove the screenshot attachment requirement in the service procedure and warranty information sections. The recall addresses a software defect which may prevent the deployment of the frontal airbags and pretensioners....
Option C Labor Rate - 12/21/2017
... C labor rate plan received an increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most recent rate for your dealership. Dealers are responsible for updating...
What is Customer Enthusiasm? - 12/21/2017
... are adamant that they didn’t. Because it can’t be proven as to what caused the crack, service management decides to replace the mirror and submit for warranty reimbursement. A customer is upset that you are asking them to pay...
Reject of the Month - 06/25/2018
... the allowance for labor code xxxxxxx and error code 122: This transaction was reviewed by a GM Service Manager and rejected. The WSC agent required review of the OLH punch times, with the following concerns noted: the first time punch on the job card...
Tire Replacement - 11/21/2017
... when defective. They are not covered 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...
SPID Label - 08/21/2017
The Service Parts Identification Label on all 2018 model year vehicles will be discontinued. Much of the information that was on the label will now be available through a QR code on the Certification Label. If the Certification Label does not have a QR...
Reject of the Month - 11/29/2016
The owner of a 2016 Buick Envision had a concern with a vibration at speeds of 60 mph and higher. The dealership service technician installed the pico scope, test drove the car and found excessive tire vibration. After balancing and test driving the vehicle...
Option C Labor Rate - 12/21/2016
... labor rate plan received a 2.5% increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most recent rate for your dealership. Dealers are responsible for updating...
Enterprise Mechanical Repair Protection (eMRP) - 12/21/2016
Effective December 1, 2016, claims on eMRP service contracts administered by Ally are no longer able to be processed through GWM. Dealers must call 888.eMRP.413 for claim authorization on all claims. When contacting eMRP, the dealer must have a detailed...
The Correct Causal Part - 01/23/2017
... causal part was chosen based on the labor operation submitted. The reject cannot be authorized by service management or the WSC. To correct, select a different causal part, update the labor operation, or if the causal part and labor operation are correct,...
June 2017 Recall Update - 05/22/2017
... video has been updated to remove the steps that pertain to the use of threadlocker within the service procedure. The recall affects certain 2016-2017 Chevrolet Cruze vehicles. Noncompliance Recall 16165-01: Wheel Date Marking Incorrect: The recall...
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...
Coding Transportation Transactions - 09/27/2016
... would be claimed for the time required to repair the panel. A transportation transaction can be service agent self-authorized for OLH, up to the dealership's empowerment. Time claimed greater than a dealer's empowerment must be approved by the DBC, but...
November 2016 Recall Update - 10/26/2016
... Outage Indicator Not Working: The recall bulletin has been updated to include a revision to the service procedure section. Special Coverage 12313C: Engine Balance Chain: The special coverage has been updated to reflect revisions to the part information,...
December 2016 Recall Update - 11/29/2016
... to inspect and replace the appropriate side impact airbag per the VIN list that is included in the service procedure section of the recall. The recall includes certain 2016 Chevrolet Malibu models. Customer Satisfaction Program 16095: Brake Caliper Guide...
Option A or C Labor Rate - 11/29/2016
Option A allows the service agent to receive retail reimbursement for labor provided in connection with performing warranty work. Option C allows a service agent to receive an annual minimum increase of 2.5% to its established warranty labor rate, while...
Proactive Alerts - 06/27/2016
... Corvette and Equinox. Eventually, alerts will be expanded to cover the entire GM lineup. The free service comes as part of the OnStar package. The data collected at each vehicle start is sent to GM through the vehicle's cellular communications portal...
Compensation - 05/24/2016
... industry in order to keep up with work expansion that dealers have in regards to sales, but also service. In the auto retail business it is fairly typical that owner and employee compensation growth track very closely in the auto retail business. In...
Takata Airbag Engineering Study - 07/28/2016
... humidity areas in the US. Technicians are required to record the serial number from the service inflator kit on the job card. A photograph must be taken of the vehicle VIN plate and the airbag serial number on the new airbag inflator. A copy of each...
Reject of the Month - 05/14/2013
... 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 unique labour codes. If the bulletin is updated after May 7, the labour...
Parts and Accessories Warranty - 04/12/2013
... surfaces were improperly prepared. Therefore, a failure within six months of installation is the service agent's responsibility. A failure after the six month period and up to 12 months is covered under the GM parts and accessories warranty. GM Policies...
Corvette - 05/14/2013
... that are getting the new model must have Corvette Stingray specialists in both sales and service. ...
Reminder! The 12 Month Part Warranty - 01/24/2013
... the warranty coverage in place at that time; 12 months or 12,000 miles, whichever occurs first.Service management is required to approve all part warranties by signing and dating the job card and including a statement as to why the approval was given....
GMPP Tax Update for Indiana Dealers - 02/26/2013
Dealers must no longer charge sales tax on the sale of a vehicle service contract. The tax is now applicable on the parts that are charged to complete repairs. The Indiana Department of Revenue announced the change on January 8, 2013. The change...
Attaching Supporting Documentation to the Transaction - 02/26/2013
Service agents have the ability to add attachments to transactions that are being submitted or re-submitted after rejecting. Common documents that are scanned and attached to the warranty transaction include: Time documentationTechnician commentsWorksheetsSublet ...
Software Update - 11/18/2013
... GR8 Battery Diagnostic Station. The update is available for download through the Dealer Equipment Services (DES) website. This update will make the following changes to the operation of the GR8: adds new warranty code of 15 digits in a 5/5/5 numeric...
Bulletin 06-08-47-001 Update - 10/01/2013
... with module replacement, with new or updated software and/or calibration files using the TIS Service Programming System (SPS) application. The labour codes contained within the bulletin are only to be used for performing the SPS procedure. These operations...
HazMat Regulations - 12/09/2013
... hazardous material parts to the WPC. The fee is charged for the 24 hour emergency response phone service, provided by Infotrac Hazard Material. In order to comply with Department of Transportation HazMat regulations, dealers must include the Infotrac...
Important! Recall 14116 - 12/19/2014
... the replacement procedure. Job cards with multiple sensors charged out should be reviewed by service management to determine if the failure was a result of the technician not following proper procedures. If that is the case, the additional sensors should...
GMPP Courtesy Transportation and Towing Guidelines - 01/10/2014
... 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 day and shuttle is reimbursed at $7.50 one way and $15 two...
December 2013 Recall Update - 12/09/2013
Special Coverage 10335B: Airbag Readiness Light/Service Airbag Message-Reroute Wire Harness/Replace Connectors: This bulletin has been updated for a revision to the parts information section. The quantity of part number 13580234 has changed to 2 per vehicle....
Green Garage - 12/09/2013
... Cambridge, MA., Ann Arbor, MI., and Berkeley, CA. Currently there are two stores in Boulder, CO. Service advisors are trained to educate and inform the customer of parts that should or should not be replaced. Technicians are called "car huggers" and...
Vehicle Vibration Concerns - 07/03/2013
... Techs should also have most of the Vibration Analysis Worksheet completed prior to contacting TAC. Service advisors should be familiar with Customer Concern Verification Worksheets which allows them to accurately capture specific detail about the co...
2013 Camaro5 Fest - 09/04/2013
... and the cost of the installation of the eligible parts will be deducted from the customer's paid service invoice. The dealer is reimbursed for the labour based on the listed labour time for the performance part or accessory in the Camaro5 Fest catalog...
Phone Pics - 10/08/2012
... usually on bigger jobs or ones that take a long time. Dealers are able to select the level of service they prefer with ClearMechanic. A mid-level package generates the web images, content and automatic customer emails. A free package is an available...
October 2012 Recall Update - 10/08/2012
... in the recall population. The recall addresses the condition in certain vehicles that were serviced with an incorrect calibration. The Automatic Crash Response system may not work as intended because of a software program. The software problem affects...
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...
Coding Transportation Transactions - 09/27/2016
... would be claimed for the time required to repair the panel. A transportation transaction can be service agent self-authorized for OLH, up to the dealership's empowerment. Time claimed greater than a dealer's empowerment must be approved by the DBC, but...
November 2016 Recall Update - 10/26/2016
... Outage Indicator Not Working: The recall bulletin has been updated to include a revision to the service procedure section. Special Coverage 12313C: Engine Balance Chain: The special coverage has been updated to reflect revisions to the part information,...
December 2016 Recall Update - 11/29/2016
... to inspect and replace the appropriate side impact airbag per the VIN list that is included in the service procedure section of the recall. The recall includes certain 2016 Chevrolet Malibu models. Customer Satisfaction Program 16095: Brake Caliper Guide...
Option A or C Labor Rate - 11/29/2016
Option A allows the service agent to receive retail reimbursement for labor provided in connection with performing warranty work. Option C allows a service agent to receive an annual minimum increase of 2.5% to its established warranty labor rate, while...
Proactive Alerts - 06/27/2016
... Corvette and Equinox. Eventually, alerts will be expanded to cover the entire GM lineup. The free service comes as part of the OnStar package. The data collected at each vehicle start is sent to GM through the vehicle's cellular communications portal...
Compensation - 05/24/2016
... industry in order to keep up with work expansion that dealers have in regards to sales, but also service. In the auto retail business it is fairly typical that owner and employee compensation growth track very closely in the auto retail business. In...
Takata Airbag Engineering Study - 07/28/2016
... humidity areas in the US. Technicians are required to record the serial number from the service inflator kit on the job card. A photograph must be taken of the vehicle VIN plate and the airbag serial number on the new airbag inflator. A copy of each...
Reject of the Month - 05/14/2013
... 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 unique labour codes. If the bulletin is updated after May 7, the labour...
Parts and Accessories Warranty - 04/12/2013
... surfaces were improperly prepared. Therefore, a failure within six months of installation is the service agent's responsibility. A failure after the six month period and up to 12 months is covered under the GM parts and accessories warranty. GM Policies...
Corvette - 05/14/2013
... that are getting the new model must have Corvette Stingray specialists in both sales and service. ...
Reminder! The 12 Month Part Warranty - 01/24/2013
... the warranty coverage in place at that time; 12 months or 12,000 miles, whichever occurs first.Service management is required to approve all part warranties by signing and dating the job card and including a statement as to why the approval was given....
GMPP Tax Update for Indiana Dealers - 02/26/2013
Dealers must no longer charge sales tax on the sale of a vehicle service contract. The tax is now applicable on the parts that are charged to complete repairs. The Indiana Department of Revenue announced the change on January 8, 2013. The change...
Attaching Supporting Documentation to the Transaction - 02/26/2013
Service agents have the ability to add attachments to transactions that are being submitted or re-submitted after rejecting. Common documents that are scanned and attached to the warranty transaction include: Time documentationTechnician commentsWorksheetsSublet ...
Software Update - 11/18/2013
... GR8 Battery Diagnostic Station. The update is available for download through the Dealer Equipment Services (DES) website. This update will make the following changes to the operation of the GR8: adds new warranty code of 15 digits in a 5/5/5 numeric...
Bulletin 06-08-47-001 Update - 10/01/2013
... with module replacement, with new or updated software and/or calibration files using the TIS Service Programming System (SPS) application. The labour codes contained within the bulletin are only to be used for performing the SPS procedure. These operations...
HazMat Regulations - 12/09/2013
... hazardous material parts to the WPC. The fee is charged for the 24 hour emergency response phone service, provided by Infotrac Hazard Material. In order to comply with Department of Transportation HazMat regulations, dealers must include the Infotrac...
Important! Recall 14116 - 12/19/2014
... the replacement procedure. Job cards with multiple sensors charged out should be reviewed by service management to determine if the failure was a result of the technician not following proper procedures. If that is the case, the additional sensors should...
GMPP Courtesy Transportation and Towing Guidelines - 01/10/2014
... 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 day and shuttle is reimbursed at $7.50 one way and $15 two...
December 2013 Recall Update - 12/09/2013
Special Coverage 10335B: Airbag Readiness Light/Service Airbag Message-Reroute Wire Harness/Replace Connectors: This bulletin has been updated for a revision to the parts information section. The quantity of part number 13580234 has changed to 2 per vehicle....
Green Garage - 12/09/2013
... Cambridge, MA., Ann Arbor, MI., and Berkeley, CA. Currently there are two stores in Boulder, CO. Service advisors are trained to educate and inform the customer of parts that should or should not be replaced. Technicians are called "car huggers" and...
Vehicle Vibration Concerns - 07/03/2013
... Techs should also have most of the Vibration Analysis Worksheet completed prior to contacting TAC. Service advisors should be familiar with Customer Concern Verification Worksheets which allows them to accurately capture specific detail about the co...
2013 Camaro5 Fest - 09/04/2013
... and the cost of the installation of the eligible parts will be deducted from the customer's paid service invoice. The dealer is reimbursed for the labour based on the listed labour time for the performance part or accessory in the Camaro5 Fest catalog...
Phone Pics - 10/08/2012
... usually on bigger jobs or ones that take a long time. Dealers are able to select the level of service they prefer with ClearMechanic. A mid-level package generates the web images, content and automatic customer emails. A free package is an available...
October 2012 Recall Update - 10/08/2012
... in the recall population. The recall addresses the condition in certain vehicles that were serviced with an incorrect calibration. The Automatic Crash Response system may not work as intended because of a software program. The software problem affects...
Brake Pads and Rotors - 08/30/2012
... and not typically covered as a warranty repair. Bulletin 00-05-22-002M, Disc Brake Warranty Service and Procedures, contains a lot of detailed information concerning brake pads and rotors. Within this bulletin it states that "Consideration should be...
Tire Pressure Monitors - 07/02/2012
Does your service department know that tire pressure monitors can be matched with the VIN of the vehicle it was installed on? This traceability process also takes into consideration whether wheel changes took place or accessory wheels were added. The...
Certified Elite - 11/05/2012
... higher and the dealer parts loyalty threshold, now at 79% rolling 12 month number. Repeat repair, service training standard and dealership tier 2 CAC or dealership CAC thresholds remain the same. In order to receive Certified Elite Benefits in early...
Wiring Labour Operation Clarification - 10/08/2012
... information is used by GM quality and engineering to enhance product quality and/or improve serviceability. The additional information that may be required with the wiring operation includes:SI Harness Routing View Document ID Number (used with...
UPS Shipping Labels - 12/18/2012
... window will appear. Once the link for shipping parts less than 150 pounds is selected, a new UPS Service Terms and Conditions screen will appear. This screen will only appear one time and only with parts that weigh less than 150 pounds. Select the continue...
The 12 Month Part Warranty - 12/18/2012
... coverage in place at that time; 12 months or 12,000 miles, whichever occurs first.As a reminder, service management is required to approve all part warranties by signing and dating the job card and including a simple statement as to why approval was...
Dexos1 Reimbursement - 12/18/2012
... 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 be claimed with the Cadillac...
Optikleen State Dilution Requirements - 03/08/2012
... the sale or use of windshield washer solvent can result in significant penalties and/or fines. Service department personal, specifically technicians, must completely understand proper diluting procedures using Optikleen to fully comply with all laws....
GWM & IVH Shutdown - 01/19/2012
... other key points associated with the shutdown: During the shutdown dealers can access IVH on the Service Workbench dashboard during scheduled availability. During the shutdown there will be no WPC requests or WPC status updates. ...
Power Steering Concerns - 02/07/2012
... transmission fluid for any other power system components, such as the pump, cooler, or hoses. Service steering gears currently are shipped without the tag that identifies the vehicle as being converted to DEXRON(r)-VI. Eventually they will be. Until...
The Rookie Corner - 12/15/2011
... be recorded on the repair order. This information is displayed on the Transmission Cooling System Service Tool, J 45096, Transflow(r) machine when the dial is in the code position.Tested flow rate (displayed in Gallons Per Minute (GPM))Temperature (displayed...
WPC Part Returns-Fluids - 05/02/2012
... transaction is subject to debit. The WPC Part Waiver Form is available on GlobalConnect within the Service Workbench....
Product Quality Center Forms - 04/13/2012
The PQC Authorization Request Forms are available in GlobalConnect within the Service Workbench in Service Forms. After selecting the appropriate form from the list (automatic transmission, transfer case, engine, etc), it may be filled out on your computer...
Tire Replacement Labour Operations - 06/06/2014
... covered if they are simply worn 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...
The New Recall Center - 07/01/2014
... satisfaction campaigns and special coverages includedFAQs and link for locating and scheduling service at their local dealershipContact phone numbers for all brand call centersGM has also announced that there will be a significant enhancement within...
July 2014 Recall Update - 07/01/2014
... Front Axle Right Half Shaft Fracture: The recall has been updated to include a revision for the service part inspection for part numbers 13334705, 13367771, 13335132 (auto transmission), and 13367770 (manual transmission). All solid axle shafts are good...
Ignition Switch Recall Update - 07/01/2014
Courtesy TransportationService management approval is required for rentals in excess of three days. A completed rental invoice, including the rental VIN and rental days must be attached to the job card.Part Return RequestAll ignition switch recall...
Recall 14591 - 01/21/2015
... 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 are installing are the same as what was in the vehicle. The...
Important! Recall 14116 - 12/19/2014
... the replacement procedure. Job cards with multiple sensors charged out should be reviewed by service management to determine if the failure was a result of the technician not following proper procedures. If that is the case, the additional sensors should...
Rental Policies - 12/19/2014
... 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. GM authorization is required for six or more days. The reason for the...
STS Requirements - 11/25/2014
The GM Service Technical College has made Emerging Issues a 2014 STS requirement for Chevrolet, GMC, Buick, and Cadillac dealerships. To satisfy this requirement, all dealerships are required to have at least one technician complete each of the twelve...
October 2014 Recall Update - 10/03/2014
... recall involves certain 2003-2004 Pontiac Vibe vehicles. Involved vehicles that previously were serviced and passed the inspection will need to be serviced again so the inflator can be replaced. Safety Recall 14079G: Front Axle Right Half Shaft...
ACDelco Brake Shoe Kit - 08/05/2014
GM has requested return of service inventory of ACDelco Brake Shoe Kit part numbers 19287975, 18030015, 19255646, 19158721, 19292719, 19255647, 19165999, 19292720, and 19286423 with the package date code of 13091 to 14109. The first two digits of the...
Transmitter/Fob Appearance - 07/29/2015
... of the integrated blade with a new battery cover. The repair allows for 2 covers and 2 inserts to service 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...
Recall 14110 - 07/29/2015
... with DTC P0300 or P0304 stored, it may be necessary to replace the #4 spark plug. The Service Procedure section contains two different sections, one for new vehicles in dealer inventory and one for all other vehicles. ...
... and not typically covered as a warranty repair. Bulletin 00-05-22-002M, Disc Brake Warranty Service and Procedures, contains a lot of detailed information concerning brake pads and rotors. Within this bulletin it states that "Consideration should be...
Tire Pressure Monitors - 07/02/2012
Does your service department know that tire pressure monitors can be matched with the VIN of the vehicle it was installed on? This traceability process also takes into consideration whether wheel changes took place or accessory wheels were added. The...
Certified Elite - 11/05/2012
... higher and the dealer parts loyalty threshold, now at 79% rolling 12 month number. Repeat repair, service training standard and dealership tier 2 CAC or dealership CAC thresholds remain the same. In order to receive Certified Elite Benefits in early...
Wiring Labour Operation Clarification - 10/08/2012
... information is used by GM quality and engineering to enhance product quality and/or improve serviceability. The additional information that may be required with the wiring operation includes:SI Harness Routing View Document ID Number (used with...
UPS Shipping Labels - 12/18/2012
... window will appear. Once the link for shipping parts less than 150 pounds is selected, a new UPS Service Terms and Conditions screen will appear. This screen will only appear one time and only with parts that weigh less than 150 pounds. Select the continue...
The 12 Month Part Warranty - 12/18/2012
... coverage in place at that time; 12 months or 12,000 miles, whichever occurs first.As a reminder, service management is required to approve all part warranties by signing and dating the job card and including a simple statement as to why approval was...
Dexos1 Reimbursement - 12/18/2012
... 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 be claimed with the Cadillac...
Optikleen State Dilution Requirements - 03/08/2012
... the sale or use of windshield washer solvent can result in significant penalties and/or fines. Service department personal, specifically technicians, must completely understand proper diluting procedures using Optikleen to fully comply with all laws....
GWM & IVH Shutdown - 01/19/2012
... other key points associated with the shutdown: During the shutdown dealers can access IVH on the Service Workbench dashboard during scheduled availability. During the shutdown there will be no WPC requests or WPC status updates. ...
Power Steering Concerns - 02/07/2012
... transmission fluid for any other power system components, such as the pump, cooler, or hoses. Service steering gears currently are shipped without the tag that identifies the vehicle as being converted to DEXRON(r)-VI. Eventually they will be. Until...
The Rookie Corner - 12/15/2011
... be recorded on the repair order. This information is displayed on the Transmission Cooling System Service Tool, J 45096, Transflow(r) machine when the dial is in the code position.Tested flow rate (displayed in Gallons Per Minute (GPM))Temperature (displayed...
WPC Part Returns-Fluids - 05/02/2012
... transaction is subject to debit. The WPC Part Waiver Form is available on GlobalConnect within the Service Workbench....
Product Quality Center Forms - 04/13/2012
The PQC Authorization Request Forms are available in GlobalConnect within the Service Workbench in Service Forms. After selecting the appropriate form from the list (automatic transmission, transfer case, engine, etc), it may be filled out on your computer...
Tire Replacement Labour Operations - 06/06/2014
... covered if they are simply worn 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...
The New Recall Center - 07/01/2014
... satisfaction campaigns and special coverages includedFAQs and link for locating and scheduling service at their local dealershipContact phone numbers for all brand call centersGM has also announced that there will be a significant enhancement within...
July 2014 Recall Update - 07/01/2014
... Front Axle Right Half Shaft Fracture: The recall has been updated to include a revision for the service part inspection for part numbers 13334705, 13367771, 13335132 (auto transmission), and 13367770 (manual transmission). All solid axle shafts are good...
Ignition Switch Recall Update - 07/01/2014
Courtesy TransportationService management approval is required for rentals in excess of three days. A completed rental invoice, including the rental VIN and rental days must be attached to the job card.Part Return RequestAll ignition switch recall...
Recall 14591 - 01/21/2015
... 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 are installing are the same as what was in the vehicle. The...
Important! Recall 14116 - 12/19/2014
... the replacement procedure. Job cards with multiple sensors charged out should be reviewed by service management to determine if the failure was a result of the technician not following proper procedures. If that is the case, the additional sensors should...
Rental Policies - 12/19/2014
... 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. GM authorization is required for six or more days. The reason for the...
STS Requirements - 11/25/2014
The GM Service Technical College has made Emerging Issues a 2014 STS requirement for Chevrolet, GMC, Buick, and Cadillac dealerships. To satisfy this requirement, all dealerships are required to have at least one technician complete each of the twelve...
October 2014 Recall Update - 10/03/2014
... recall involves certain 2003-2004 Pontiac Vibe vehicles. Involved vehicles that previously were serviced and passed the inspection will need to be serviced again so the inflator can be replaced. Safety Recall 14079G: Front Axle Right Half Shaft...
ACDelco Brake Shoe Kit - 08/05/2014
GM has requested return of service inventory of ACDelco Brake Shoe Kit part numbers 19287975, 18030015, 19255646, 19158721, 19292719, 19255647, 19165999, 19292720, and 19286423 with the package date code of 13091 to 14109. The first two digits of the...
Transmitter/Fob Appearance - 07/29/2015
... of the integrated blade with a new battery cover. The repair allows for 2 covers and 2 inserts to service 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...
Recall 14110 - 07/29/2015
... with DTC P0300 or P0304 stored, it may be necessary to replace the #4 spark plug. The Service Procedure section contains two different sections, one for new vehicles in dealer inventory and one for all other vehicles. ...
Air Bag Inflator Modules - 03/26/2015
... that packs and ships the used module must have received HazMat training as described in the Service Policies and Procedures Manual. ...
Diagnostic Add Time - 06/02/2015
... should name the diagnostic testing equipment used and the test results to validate the time taken. Service managers are no longer required to approve diagnostic time, but they are responsible for assuring complete technician documentation and the reasonableness...
July 2015 Recall Update - 06/30/2015
... Micro Switch: The recall bulletin has been updated to include a revision to the parts information, service procedure, and warranty transaction sections. The repair has been revised to replace the power brake booster vacuum pipe, which includes the vacuum...
GM Pre-Owned Collection - 02/02/2016
GM has made plans to launch an online service to sell low-mileage, used vehicles to consumers nationwide. The site will offer an online inventory of GM vehicles returned off lease, from daily rental operators, and from GM's company car program. Once shoppers...
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
... 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 $100 core has been added to...
CTP Vehicles with Open Recalls - 04/08/2016
... 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, VINs with active recalls (safety, non-compliance, or emissions)...
SFE Recall Compliance Reminder - 04/08/2016
... has not fulfilled its obligations to conduct a complete PDI. As a result, non-payment for the service is appropriate. The delivering dealership is responsible for performing the Final Inspection & Preparation process that is outlined on the PDI form,...
Part Warranty Coverage on Seals and Gaskets - 03/01/2016
... surfaces were improperly prepared. Therefore, a failure within six months of installation is the service agent's responsibility. A failure after the six month period and up to 12 months is covered under the GM parts and accessories warranty. ...
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...
Safety Recall 09047A - 06/07/2010
... of the engine and replace it with new retainers. The recall bulletin has been revised to address a service procedure update. ...
GMIN Alert - 05/12/2010
GWM transactions must contain a valid GMIN for both the service advisor and the technician, effective May 2010. Transactions that are submitted with an invalid GMIN will reject. The GMIN must be added prior to re-submission in GWM. The GMIN may be found...
One Labour Operation or Two? - 05/12/2010
... are all available for view by GM representatives. All parts used in the repair are listed and the service manager's reason for applying self-authorization is revealed in comments. None of this written data, with the exception of a single part number,...
Safety Recall 10023A and Stop Delivery Update: - 04/13/2010
... Vehicles involved in the recall were placed on a Stop Delivery on March 2, 2010. Once the recall service procedure has been performed the vehicle will be released from the Stop Delivery and may be sold and delivered to the customer. ...
Global Warranty Management System Part Returns - 01/06/2010
... telling you if the request is for a part or document; the screen is titled Warranty Part Return to Service AgentPrint this page and minimize the windowA smaller pop up window will appear labeled Shipping Providers. If you are unable to see this window,...
The Rookie' - 08/09/2011
... the timeline is designed to level the learning curve a bit to help new warranty administrators or service managers navigate some of the challenges a warranty rookie will face. To start things off let's look at a few good and bad habits that I picked...
Back to School Car Care Inspections - 08/09/2011
... needs of your specific market and provide an excellent opportunity to drive business to your service department. ...
Process Review: Recall 10038 - 12/24/2010
Every recall, special policy, or service update has its quirks and recall 10038 is no exception. Many dealers have dealt with this repair enough to know all the ins and outs while others have only seen a few. If your dealership has experienced trouble...
The EV Effect: The Technological Impact On Your Dealership - 01/19/2011
... drawn to their novelty.A couple challenges may present themselves: EV/Plug-in Sales Training and Service Training. Sales training will be necessary to educate the showroom staff on the nuances of the technology and how to communicate the information...
Customer Satisfaction Recall 10287 - 02/23/2011
... may have a condition in which the timing chain may wear prematurely and cause illumination of the service engine soon light. Dealers are to reprogram the ECM, including the engine oil life monitor. The recall is being released in phases due to availability...
Where's The Part Number? - 04/12/2011
The service department is a fast-paced and high-stress environment. Vehicles and jobs cards can change hands multiple times throughout the completion of repairs. This creates a situation where important documentation can be easily overlooked. With recalls,...
Best Practice Tip of the Month - 04/12/2011
... Recently "hkchevy1", a regular contributor on the forum, provided the following idea to improve service dollars in slow months:"Every month I ask our used car sales manager for a list of used in-stock vehicles. I check each VIN for open recalls and any...
Customer Satisfaction Recall 10287A - 03/10/2011
... equipped with a HFV6 engine could experience premature timing chain wear and illumination of the service engine soon light. Dealers have been instructed to reprogram the engine control module, including the engine oil life monitor. The recall has been...
Safety Recall 10243B - 10/13/2010
... to the Upright Position: This bulletin has been updated to include an inspection procedure in the service procedure section. Some of the involved vehicles may have already had the second row recliner inner trim cover modified. The recall applies to certain...
Chrome Handle Conundrum - 10/13/2010
... may result in long wait times for parts, excessive rental, or claim rejections. Be sure that your service department is using the correct part number and process for this special policy. ...
... that packs and ships the used module must have received HazMat training as described in the Service Policies and Procedures Manual. ...
Diagnostic Add Time - 06/02/2015
... should name the diagnostic testing equipment used and the test results to validate the time taken. Service managers are no longer required to approve diagnostic time, but they are responsible for assuring complete technician documentation and the reasonableness...
July 2015 Recall Update - 06/30/2015
... Micro Switch: The recall bulletin has been updated to include a revision to the parts information, service procedure, and warranty transaction sections. The repair has been revised to replace the power brake booster vacuum pipe, which includes the vacuum...
GM Pre-Owned Collection - 02/02/2016
GM has made plans to launch an online service to sell low-mileage, used vehicles to consumers nationwide. The site will offer an online inventory of GM vehicles returned off lease, from daily rental operators, and from GM's company car program. Once shoppers...
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
... 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 $100 core has been added to...
CTP Vehicles with Open Recalls - 04/08/2016
... 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, VINs with active recalls (safety, non-compliance, or emissions)...
SFE Recall Compliance Reminder - 04/08/2016
... has not fulfilled its obligations to conduct a complete PDI. As a result, non-payment for the service is appropriate. The delivering dealership is responsible for performing the Final Inspection & Preparation process that is outlined on the PDI form,...
Part Warranty Coverage on Seals and Gaskets - 03/01/2016
... surfaces were improperly prepared. Therefore, a failure within six months of installation is the service agent's responsibility. A failure after the six month period and up to 12 months is covered under the GM parts and accessories warranty. ...
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...
Safety Recall 09047A - 06/07/2010
... of the engine and replace it with new retainers. The recall bulletin has been revised to address a service procedure update. ...
GMIN Alert - 05/12/2010
GWM transactions must contain a valid GMIN for both the service advisor and the technician, effective May 2010. Transactions that are submitted with an invalid GMIN will reject. The GMIN must be added prior to re-submission in GWM. The GMIN may be found...
One Labour Operation or Two? - 05/12/2010
... are all available for view by GM representatives. All parts used in the repair are listed and the service manager's reason for applying self-authorization is revealed in comments. None of this written data, with the exception of a single part number,...
Safety Recall 10023A and Stop Delivery Update: - 04/13/2010
... Vehicles involved in the recall were placed on a Stop Delivery on March 2, 2010. Once the recall service procedure has been performed the vehicle will be released from the Stop Delivery and may be sold and delivered to the customer. ...
Global Warranty Management System Part Returns - 01/06/2010
... telling you if the request is for a part or document; the screen is titled Warranty Part Return to Service AgentPrint this page and minimize the windowA smaller pop up window will appear labeled Shipping Providers. If you are unable to see this window,...
The Rookie' - 08/09/2011
... the timeline is designed to level the learning curve a bit to help new warranty administrators or service managers navigate some of the challenges a warranty rookie will face. To start things off let's look at a few good and bad habits that I picked...
Back to School Car Care Inspections - 08/09/2011
... needs of your specific market and provide an excellent opportunity to drive business to your service department. ...
Process Review: Recall 10038 - 12/24/2010
Every recall, special policy, or service update has its quirks and recall 10038 is no exception. Many dealers have dealt with this repair enough to know all the ins and outs while others have only seen a few. If your dealership has experienced trouble...
The EV Effect: The Technological Impact On Your Dealership - 01/19/2011
... drawn to their novelty.A couple challenges may present themselves: EV/Plug-in Sales Training and Service Training. Sales training will be necessary to educate the showroom staff on the nuances of the technology and how to communicate the information...
Customer Satisfaction Recall 10287 - 02/23/2011
... may have a condition in which the timing chain may wear prematurely and cause illumination of the service engine soon light. Dealers are to reprogram the ECM, including the engine oil life monitor. The recall is being released in phases due to availability...
Where's The Part Number? - 04/12/2011
The service department is a fast-paced and high-stress environment. Vehicles and jobs cards can change hands multiple times throughout the completion of repairs. This creates a situation where important documentation can be easily overlooked. With recalls,...
Best Practice Tip of the Month - 04/12/2011
... Recently "hkchevy1", a regular contributor on the forum, provided the following idea to improve service dollars in slow months:"Every month I ask our used car sales manager for a list of used in-stock vehicles. I check each VIN for open recalls and any...
Customer Satisfaction Recall 10287A - 03/10/2011
... equipped with a HFV6 engine could experience premature timing chain wear and illumination of the service engine soon light. Dealers have been instructed to reprogram the engine control module, including the engine oil life monitor. The recall has been...
Safety Recall 10243B - 10/13/2010
... to the Upright Position: This bulletin has been updated to include an inspection procedure in the service procedure section. Some of the involved vehicles may have already had the second row recliner inner trim cover modified. The recall applies to certain...
Chrome Handle Conundrum - 10/13/2010
... may result in long wait times for parts, excessive rental, or claim rejections. Be sure that your service department is using the correct part number and process for this special policy. ...
Safety Recall 10038A - 08/10/2010
... be replaced. An update to the recall was issued to address changes to the parts information and service procedure sections of the bulletin. ...
Safety Recall 10117A - 08/10/2010
... inspect, and if necessary, replace the generator. The recall was updated to reflect changes to the service procedure and warranty information sections. ...
Safety Recall 10153B - 08/10/2010
... are not eligible for a check. The bulletin has been revised to include an addendum to the service procedure, the addition of a 'T' labour operation for customers who refuse to have the recall performed and a clarification in the Question and Answer section...
Global Warranty Management: Syntax Errors - 08/10/2010
... Summary Report provides the number of transactions received, processed and not processed from the service agent.Transaction Summary Counts Transactions ReceivedTransactions ProcessedTransactions Not Processed (Syntax Errors)14140Examples of syntax...
Diesel Exhaust Fluid - 08/10/2010
Bulletin 10-00-89-012 New Model Features and Service Guide for the 2011 Chevrolet 2500HD-3500HD and the 2011 GMC Sierra 2500HF-3500HD provides a description of the vehicle's Diesel Exhaust Fluid system (part of the Exhaust Aftertreatment System). The...
The Global Tire Process: Getting Things Rolling - 09/16/2010
... completion of the tire warranty process. 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...
Transmission Flow Codes - 10/13/2010
... is obtained from the J45096 transmission oil cooling system flush and flow test tool that every service agent received as an essential tool. See bulletin 02-07-30-052F for instructions on using this equipment. If your dealership must sublet transmission...
Coverage Code E, E1, E2 - 10/13/2010
... Board (CARB) and certain other states besides California require additional regulations. The GM Service Policies and Procedures manual outlines emissions coverage in detail, including what specific parts are covered and which specific vehicles have emissions...
Transportation Transactions Tidbits - 08/09/2011
... are not transportation transactions. Before installing the correct part or option, however, service management must contact their DMA for approval to replace the component as a warranty transaction. Failed batteries or batteries that simply need to be...
Closest to Labor Op Use - 08/09/2011
Every warranty administrator or service manager has encountered a repair situation where no labour operation exists for the repair. This is when the use of a "closest to" labour operation comes into play. A closest to labour operation is the labour operation...
Excessive Parts Usage - 11/17/2011
Any service manager or technician will tell you that not all repairs are as simple as taking the broken part off and replacing it with a new component. Occasionally, a claim will come up that is far more complicated than anticipated. In these cases, the...
Technician Time Recording - 06/08/2011
... there is not a published labour operation to cover the warranty repair. OLT, which requires service management involvement prior to the technician clocking on to record their time, must be separate from the normal repair time. Clocking on for every repair...
Goodwill - 04/27/2011
... within the limits of your empowerment. Empowerment levels may be reviewed at anytime through the Service Agent Profile link in GWM. When accessing the profile link, be sure to select GM/US from the dropdown box for warranty empowerment levels or MIC...
Recall 10426 Update - 06/30/2011
... this stock 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...
Authorization Code Refresher - 06/30/2011
... and accounted for prior to submission. Organization combined with a thorough understanding of the Service Agent Self Authorization process will help you stay ahead of the game. ...
Tire Pre-Repair Authorization Enhancements - 06/08/2011
... The final update to the PRA process involves the shipping process of the tire via UPS. The service agent is required to create the tire return documents and UPS shipping labels in GWM. Each tire being returned must have its own UPS shipping label, a...
Global Warranty - Data Entry Tips - 02/04/2010
... dealer obtained a part locally, entered the appropriate warranty cost for the part and checked the service agent trade indicator on the transaction. The dealer entered the dollar amount as $26,452 in the cost per part field, rather than the actual amount...
Global Warranty Management - Adjustments - 03/11/2010
... or time amount adjustments that are entered must reflect the actual final total to be paid to the service agent, not just the difference. To complete the process, submit the transaction as you would a normal transaction.When a full debit is necessary...
Global Warranty Tips - 03/11/2010
... or if the VIN is beyond two years old, must be fully supported through documentation to the GM Service Manager. If submitted without a supporting business case, the claim will reject when routed to the Warranty Support Center (WSC).Policy decisions for...
Transportation Transactions - How to Handle an Add Credit - 03/11/2010
... item was left off of the original transaction, the DBC must be contacted, choosing the prompt for service. You will be asked if you are calling about a transportation transaction and transferred to the New Vehicle Damage team. Inform the person answering...
Components and Systems - 04/13/2010
... one must consider (or be aware of) to properly administer warranty operations within the service department. One of the more challenging aspects of processing a warranty transaction is selecting the proper labor operation. When faced with complex repairs,...
Warranty 101 - 04/13/2010
... the paint mix labour field.Dealer authorization ability is listed under the Analyze Warranty "View Service Profile" section of GWM. The dealer's specific authorization limits (0-9) as well as dates and dollar amounts are listed in this section. Keep...
WINS To GWM Clean-up - 05/12/2010
... several administration and core allowances can quickly add up.Did You Know? dealers utilize our service for everyday warranty transaction administration as well as on a temporary basis to fill an immediate need; the warranty administrator is on leave,...
Incompatible Part Rejects - 05/12/2010
... a clear explanation, it is likely the transaction will not be approved and rejected back to the service agent....
Global Warranty 101 - 05/12/2010
... paid or converted to GWM. If not, we can help! See the enclosed WINS to GWM Clean-up Service Insert.Now that the unknown of the GWM system has worn off, dealers may now be experiencing some anxiety/distress with handling transactions that reject....
... be replaced. An update to the recall was issued to address changes to the parts information and service procedure sections of the bulletin. ...
Safety Recall 10117A - 08/10/2010
... inspect, and if necessary, replace the generator. The recall was updated to reflect changes to the service procedure and warranty information sections. ...
Safety Recall 10153B - 08/10/2010
... are not eligible for a check. The bulletin has been revised to include an addendum to the service procedure, the addition of a 'T' labour operation for customers who refuse to have the recall performed and a clarification in the Question and Answer section...
Global Warranty Management: Syntax Errors - 08/10/2010
... Summary Report provides the number of transactions received, processed and not processed from the service agent.Transaction Summary Counts Transactions ReceivedTransactions ProcessedTransactions Not Processed (Syntax Errors)14140Examples of syntax...
Diesel Exhaust Fluid - 08/10/2010
Bulletin 10-00-89-012 New Model Features and Service Guide for the 2011 Chevrolet 2500HD-3500HD and the 2011 GMC Sierra 2500HF-3500HD provides a description of the vehicle's Diesel Exhaust Fluid system (part of the Exhaust Aftertreatment System). The...
The Global Tire Process: Getting Things Rolling - 09/16/2010
... completion of the tire warranty process. 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...
Transmission Flow Codes - 10/13/2010
... is obtained from the J45096 transmission oil cooling system flush and flow test tool that every service agent received as an essential tool. See bulletin 02-07-30-052F for instructions on using this equipment. If your dealership must sublet transmission...
Coverage Code E, E1, E2 - 10/13/2010
... Board (CARB) and certain other states besides California require additional regulations. The GM Service Policies and Procedures manual outlines emissions coverage in detail, including what specific parts are covered and which specific vehicles have emissions...
Transportation Transactions Tidbits - 08/09/2011
... are not transportation transactions. Before installing the correct part or option, however, service management must contact their DMA for approval to replace the component as a warranty transaction. Failed batteries or batteries that simply need to be...
Closest to Labor Op Use - 08/09/2011
Every warranty administrator or service manager has encountered a repair situation where no labour operation exists for the repair. This is when the use of a "closest to" labour operation comes into play. A closest to labour operation is the labour operation...
Excessive Parts Usage - 11/17/2011
Any service manager or technician will tell you that not all repairs are as simple as taking the broken part off and replacing it with a new component. Occasionally, a claim will come up that is far more complicated than anticipated. In these cases, the...
Technician Time Recording - 06/08/2011
... there is not a published labour operation to cover the warranty repair. OLT, which requires service management involvement prior to the technician clocking on to record their time, must be separate from the normal repair time. Clocking on for every repair...
Goodwill - 04/27/2011
... within the limits of your empowerment. Empowerment levels may be reviewed at anytime through the Service Agent Profile link in GWM. When accessing the profile link, be sure to select GM/US from the dropdown box for warranty empowerment levels or MIC...
Recall 10426 Update - 06/30/2011
... this stock 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...
Authorization Code Refresher - 06/30/2011
... and accounted for prior to submission. Organization combined with a thorough understanding of the Service Agent Self Authorization process will help you stay ahead of the game. ...
Tire Pre-Repair Authorization Enhancements - 06/08/2011
... The final update to the PRA process involves the shipping process of the tire via UPS. The service agent is required to create the tire return documents and UPS shipping labels in GWM. Each tire being returned must have its own UPS shipping label, a...
Global Warranty - Data Entry Tips - 02/04/2010
... dealer obtained a part locally, entered the appropriate warranty cost for the part and checked the service agent trade indicator on the transaction. The dealer entered the dollar amount as $26,452 in the cost per part field, rather than the actual amount...
Global Warranty Management - Adjustments - 03/11/2010
... or time amount adjustments that are entered must reflect the actual final total to be paid to the service agent, not just the difference. To complete the process, submit the transaction as you would a normal transaction.When a full debit is necessary...
Global Warranty Tips - 03/11/2010
... or if the VIN is beyond two years old, must be fully supported through documentation to the GM Service Manager. If submitted without a supporting business case, the claim will reject when routed to the Warranty Support Center (WSC).Policy decisions for...
Transportation Transactions - How to Handle an Add Credit - 03/11/2010
... item was left off of the original transaction, the DBC must be contacted, choosing the prompt for service. You will be asked if you are calling about a transportation transaction and transferred to the New Vehicle Damage team. Inform the person answering...
Components and Systems - 04/13/2010
... one must consider (or be aware of) to properly administer warranty operations within the service department. One of the more challenging aspects of processing a warranty transaction is selecting the proper labor operation. When faced with complex repairs,...
Warranty 101 - 04/13/2010
... the paint mix labour field.Dealer authorization ability is listed under the Analyze Warranty "View Service Profile" section of GWM. The dealer's specific authorization limits (0-9) as well as dates and dollar amounts are listed in this section. Keep...
WINS To GWM Clean-up - 05/12/2010
... several administration and core allowances can quickly add up.Did You Know? dealers utilize our service for everyday warranty transaction administration as well as on a temporary basis to fill an immediate need; the warranty administrator is on leave,...
Incompatible Part Rejects - 05/12/2010
... a clear explanation, it is likely the transaction will not be approved and rejected back to the service agent....
Global Warranty 101 - 05/12/2010
... paid or converted to GWM. If not, we can help! See the enclosed WINS to GWM Clean-up Service Insert.Now that the unknown of the GWM system has worn off, dealers may now be experiencing some anxiety/distress with handling transactions that reject....
Air Conditioning Season - 04/28/2016
... oil) is used during the repair as called out in SI. There are multiple PAG oils released to service vehicles with R-1234yf. These oils cannot be mixed and are not interchangeable with GM's Universal R-134a PAG oil. The parts department must accurately...
New Battery Transaction Requirements - 04/28/2016
... claim submission. Finally, if the GR8 test results do not support a battery replacement and service management elects to replace the battery for customer satisfaction, the transaction must be marked "Customer Enthusiasm" with "CUS" entered in the...
Android Upgrade Update - 04/28/2016
Technical Service Bulletin 16-NA-042 was released in early March, 2016. The bulletin provided details on the infotainment system upgrade for vehicles built with Radio RPO I05 or I06 to include the Android Auto Feature. Vehicles involved include select...
Pre-Delivery Dealer Installed Options - 12/01/2015
... Dealer Installer). Access the Accessories Manual section of SI for the specific VIN for the service procedure for installing the part.Once the LPO has been installed, the warranty administrator will submit a transaction using labor operation 0590032-PDI-Dealer...
Reject of the Month - 12/01/2015
Error Code 825: Labor code 7441770 is not covered by service contract or special coverage...with Error Code 243: Reject 825 cannot be authorized and must be corrected.A dealer submitted a transaction for payment on completion of Special Coverage 15356....
Global Warranty Management - 04/28/2015
... then the coverage should be denied."Dealers must verify warranty coverage in IVH, or in the Service Consultant Dashboard. Branded Title and Warranty Block information is available within both resources. GM recently released their policy regarding...
OE Batteries - 09/03/2015
... access the battery specification label without component removal, or a vehicle may be brought into service with the incorrect OEM battery installed. The label contains the OEM part number and CCA rating and type. This information is necessary to set...
Global Warranty Management - 07/29/2015
... it must be obtained prior to work being performed. To create a pre-approval request the service manager must access the Dealer Aftersales Empowerment Portal. Once the request has been processed and submitted, the DMA will review the business case...
GWM Warranty Reports - 01/21/2015
... viewing your average warranty transaction payment period? Select the Analyze Payment Period from Service Agent Reports where data may be displayed in a 12-month period or a 24-month period. The report shows the average time it takes from repair completion...
Warranty Part Center Documentation - 12/19/2014
... card and the core part number and amount is entered in the technician comments field. The Service Policies and Procedures manual was recently updated to add that all parts should be returned to the WPC in their original packaging. Engine and transmission...
Reject of the Month - 02/23/2015
... cable replacement. The claim rejected with error message 825: labor code 4041820 is not covered by service contract or special coverage. The warranty administrator reviewed the claim again, confirming VIN accuracy and that the special coverage applied...
Transportation Damage & Body Panels - 02/23/2015
... the repair time in OLH. Paint labour operations are found in the LTG, in the Body Repair section. Service agents can self-authorize OLH with authorization code E, up to their allowed empowerment. If OLH is greater than your empowerment, do not route...
RPO Codes - 02/23/2015
... - TRANSMISSION, 6 SPEED MANUALTo correlate the RPO code detail from the Vehicle Build, access the Service Manual/Bulletins link and enter the RPO code associated with the VIN, in this case, MR5, in the keyword search field. Global provides a link for...
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...
Reject of the Month - 06/06/2014
... may soon fail. Be sure to review each and every "Could Not Duplicate Condition" and confirm service management approval prior to transaction submission. ...
Parts Scrapping Report - 05/09/2014
... Excel data file usable for Parts Scrapping purposes by deleting unnecessary fields (e.g. Repairing Service Agent, Transaction ID, Flag Count, etc). The Process Status (Accepted and Paid), job card number, VIN and Correction fields will be most important...
Exterior Labour Operation Transaction Requirements - 05/09/2014
... are C for car, S for SUV, or T for truck. Find the vehicle grid in either the bulletin or in Service Forms in GlobalConnect. Find the letter that is closest-to the repair area shown vertically on the left of the grid and then choose the number shown...
February 2014 Recall Update - 01/28/2014
... module. The recall procedure has been updated to identify modifications to steps 5 and 6 in the 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...
Reject of the Month - 01/28/2014
... with several errors, including warning code 122.Warning 122: This transaction was reviewed by a GM Service Manager and rejected. This particular transaction was reviewed and returned by the GM representative for specific corrective action and additional...
Reject of the Month - 04/03/2014
... for 4,000 miles. Since there wasn't a manufacturer's defect associated with the tire concern, the service manager may make the decision to offer the customer a Customer Enthusiasm tire replacement. Or, in another case the customer had a belt shifting...
Emissions - 02/27/2014
... and Guides section of GlobalConnect)Owner's Warranty Glove Box Materials (available through the Service Manual Bulletins link in SI) ...
Reject of the Month - 04/13/2012
... and base labour carried through at the correct amount. At this point the dealer principle and service manager agreed to remove the tow expense. The transaction was routed again for payment in GWM.A couple of days later the claim was once again rejected....
Reject of the Month - 05/02/2012
... policy 05551. The vehicle exceeded the time/distance parameters 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...
Concern, Cause and Correction - 05/02/2012
... Description field when submitting claim*For Vehicles That Are Not Listed in GWM But Have Been Serviced With a Suspect GeneratorT5776Record Search for Owner Name & Address - Time Allowance Includes Time Searching for Purchaser's Name and Address &...
Handling Overlapping and Pyramiding Repairs - 05/02/2012
... these types of repairs, right/left or front/rear, is not necessary unless it is indicated in a service information bulletin and GM has determined that both sides should be replaced in pairs. If that is the case, either the bulletin or LTG will indicate...
... oil) is used during the repair as called out in SI. There are multiple PAG oils released to service vehicles with R-1234yf. These oils cannot be mixed and are not interchangeable with GM's Universal R-134a PAG oil. The parts department must accurately...
New Battery Transaction Requirements - 04/28/2016
... claim submission. Finally, if the GR8 test results do not support a battery replacement and service management elects to replace the battery for customer satisfaction, the transaction must be marked "Customer Enthusiasm" with "CUS" entered in the...
Android Upgrade Update - 04/28/2016
Technical Service Bulletin 16-NA-042 was released in early March, 2016. The bulletin provided details on the infotainment system upgrade for vehicles built with Radio RPO I05 or I06 to include the Android Auto Feature. Vehicles involved include select...
Pre-Delivery Dealer Installed Options - 12/01/2015
... Dealer Installer). Access the Accessories Manual section of SI for the specific VIN for the service procedure for installing the part.Once the LPO has been installed, the warranty administrator will submit a transaction using labor operation 0590032-PDI-Dealer...
Reject of the Month - 12/01/2015
Error Code 825: Labor code 7441770 is not covered by service contract or special coverage...with Error Code 243: Reject 825 cannot be authorized and must be corrected.A dealer submitted a transaction for payment on completion of Special Coverage 15356....
Global Warranty Management - 04/28/2015
... then the coverage should be denied."Dealers must verify warranty coverage in IVH, or in the Service Consultant Dashboard. Branded Title and Warranty Block information is available within both resources. GM recently released their policy regarding...
OE Batteries - 09/03/2015
... access the battery specification label without component removal, or a vehicle may be brought into service with the incorrect OEM battery installed. The label contains the OEM part number and CCA rating and type. This information is necessary to set...
Global Warranty Management - 07/29/2015
... it must be obtained prior to work being performed. To create a pre-approval request the service manager must access the Dealer Aftersales Empowerment Portal. Once the request has been processed and submitted, the DMA will review the business case...
GWM Warranty Reports - 01/21/2015
... viewing your average warranty transaction payment period? Select the Analyze Payment Period from Service Agent Reports where data may be displayed in a 12-month period or a 24-month period. The report shows the average time it takes from repair completion...
Warranty Part Center Documentation - 12/19/2014
... card and the core part number and amount is entered in the technician comments field. The Service Policies and Procedures manual was recently updated to add that all parts should be returned to the WPC in their original packaging. Engine and transmission...
Reject of the Month - 02/23/2015
... cable replacement. The claim rejected with error message 825: labor code 4041820 is not covered by service contract or special coverage. The warranty administrator reviewed the claim again, confirming VIN accuracy and that the special coverage applied...
Transportation Damage & Body Panels - 02/23/2015
... the repair time in OLH. Paint labour operations are found in the LTG, in the Body Repair section. Service agents can self-authorize OLH with authorization code E, up to their allowed empowerment. If OLH is greater than your empowerment, do not route...
RPO Codes - 02/23/2015
... - TRANSMISSION, 6 SPEED MANUALTo correlate the RPO code detail from the Vehicle Build, access the Service Manual/Bulletins link and enter the RPO code associated with the VIN, in this case, MR5, in the keyword search field. Global provides a link for...
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...
Reject of the Month - 06/06/2014
... may soon fail. Be sure to review each and every "Could Not Duplicate Condition" and confirm service management approval prior to transaction submission. ...
Parts Scrapping Report - 05/09/2014
... Excel data file usable for Parts Scrapping purposes by deleting unnecessary fields (e.g. Repairing Service Agent, Transaction ID, Flag Count, etc). The Process Status (Accepted and Paid), job card number, VIN and Correction fields will be most important...
Exterior Labour Operation Transaction Requirements - 05/09/2014
... are C for car, S for SUV, or T for truck. Find the vehicle grid in either the bulletin or in Service Forms in GlobalConnect. Find the letter that is closest-to the repair area shown vertically on the left of the grid and then choose the number shown...
February 2014 Recall Update - 01/28/2014
... module. The recall procedure has been updated to identify modifications to steps 5 and 6 in the 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...
Reject of the Month - 01/28/2014
... with several errors, including warning code 122.Warning 122: This transaction was reviewed by a GM Service Manager and rejected. This particular transaction was reviewed and returned by the GM representative for specific corrective action and additional...
Reject of the Month - 04/03/2014
... for 4,000 miles. Since there wasn't a manufacturer's defect associated with the tire concern, the service manager may make the decision to offer the customer a Customer Enthusiasm tire replacement. Or, in another case the customer had a belt shifting...
Emissions - 02/27/2014
... and Guides section of GlobalConnect)Owner's Warranty Glove Box Materials (available through the Service Manual Bulletins link in SI) ...
Reject of the Month - 04/13/2012
... and base labour carried through at the correct amount. At this point the dealer principle and service manager agreed to remove the tow expense. The transaction was routed again for payment in GWM.A couple of days later the claim was once again rejected....
Reject of the Month - 05/02/2012
... policy 05551. The vehicle exceeded the time/distance parameters 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...
Concern, Cause and Correction - 05/02/2012
... Description field when submitting claim*For Vehicles That Are Not Listed in GWM But Have Been Serviced With a Suspect GeneratorT5776Record Search for Owner Name & Address - Time Allowance Includes Time Searching for Purchaser's Name and Address &...
Handling Overlapping and Pyramiding Repairs - 05/02/2012
... these types of repairs, right/left or front/rear, is not necessary unless it is indicated in a service information bulletin and GM has determined that both sides should be replaced in pairs. If that is the case, either the bulletin or LTG will indicate...
Reject of the Month - 01/19/2012
... PDI inspection, if a warranty defect is found, repairs may and should be made, after approval by service management. ...
January 2012 Recall Update - 01/19/2012
... been updated to address revisions to the note statements and instructions for steps 3 and 4 of the service procedure.Noncompliance Recall 11348B - Transmission Shift Cable Not Installed Properly-Inspect Routing: The transmission shift cable was improperly...
DBC Chat - 11/17/2011
... resolution. If the solution to your concern needs to be researched further, you may be assigned a service request number for follow up. The rep will obtain your name and contact information and provide you with a solution within a defined time frame. This...
Clock on, Clock off - 01/19/2012
... P&P does state that a technician may only be working and clocked on one vehicle per service event. In other words, multiple time recordings that could be the result of working on multiple vehicles at the same time are not allowed. This is why your...
Reject of the Month - 12/18/2012
... Timing Chain Wear-Reprogram Engine Control Module, for a 2009 Chevrolet Traverse. The service advisor reviewed IVH to confirm the open recall, wrote the job card up for the ECM reprogram procedure, and then the technician performed the repair, documenting...
Customer Concern Not Duplicated UPDATE - 12/18/2012
... is not equipped with RPO UPF. Remember that the use of CCND labour operation must be approved by service manager....
How to Handle Customer Participation - 07/02/2012
... expense that both the customer and the dealer are responsible for must be entered in the Customer/Service Agent Participation Amount field. For example:The dealership offers a policy decision to a customer that is several thousand miles out of warranty....
Reject of the Month - 08/09/2012
... in the labour field of the transaction. Parts were entered in the parts field and indicated as service agent trade to maintain part pricing at cost.The warranty administrator then calculated the difference between cost and warranty pricing for labour....
Reject of the Month - 08/30/2012
... for the repair.Because of reject 84, the warranty administrator took the extra step to review the service procedure for a ball joint replacement in SI, confirming the necessity of an alignment after the repair.The warranty administrator knew that the...
Required Operating Procedures Update - 08/30/2012
... this labour operation with OLH and excessive parts submitted with the one labour operation. Service management approval is required.The causal part number must be indicated.Overlapping repairs are not eligible for the complete time published in the LTG...
Should a Second Owner Receive a Policy Repair? - 09/04/2013
... requesting policy assistance. If in the end assistance is granted, make sure the documentation and service management explanation warrants it. ...
Spark Assessment Program - 09/04/2013
... for the inspections will only be available for a specific period of time. GM will notify service agents through additional messages as to when they will stop this program. Prior to performing the quality assessment, the technician is to verify...
October 2013 Recall Update - 10/01/2013
... the sunshades for proper adhesion. If required, the sunshade will be replaced. Completion of the service procedure will release the vehicle from stop delivery. ...
Adjustments to the LTG - 07/03/2013
... still resulted from normal labour time reviews. The updates to the LTG are based on current service information procedures which are used in performing a repair allowance time study. Rather than applying the changes to both the Legacy codes and...
Reject of the Month - 07/30/2013
... the dealer's process with handling PDI dealer installed accessories, it was found that the service advisors were writing up a new job card for each PDI Dealer Installed Accessory (for a single VIN). For example, a 2014 Silverado had two job cards for...
Battery Replacements on Vehicles With Less Than 250 Miles - 07/30/2013
... the printout from the Midtronics GR8 that includes the warranty code. If the vehicle has been in service agent inventory for more than 30 days, the Warranty Support Center may also request copies of the PDI printouts for the transaction.Changes in policy...
Quickly Confirm Powertrain Coverage - 12/09/2013
... efficient and effective means of confirming powertrain coverage is an advantage to everyone in the service department, regardless of how long they've been in the business. How to confirm powertrain coverage in just a couple steps from the LTG in...
Technician Time Documentation - 10/01/2013
... best practices states that each technician is only working and clocked on to one vehicle per service event. Time documentation that reflects a technician servicing multiple vehicles at one time is not allowed. GM recommends the use of a daily time...
Reject of the Month - 02/26/2013
... and coolant for the repair line. The claim also rejected for labour code is not covered by service contract or special coverage. This particular reject had the warranty administrator confused as the labour operation coverage was confirmed through...
April 2013 Recall Update - 04/12/2013
... the recall. Involved vehicles were placed on stop delivery on March 21, 2013. After completing the service procedure contained within the recall bulletin, the vehicle is released from stop delivery and may be delivered to the customer. Additional labour...
Attaching A Document To A Pending Transaction - 03/11/2013
... the necessary corrections are made and route comments are entered in the comments field. Phone and service advisor distractions cause you to hit the submit button before adding the attachments that you noted in the comments field would be attached for...
Air Conditioning Recovery/Recharge Procedures - 06/19/2013
... than 0.2 to find a leak is claimed in OLH, which must be separately time recorded and approved by service management. Technician documentation must state the leak detection tool used to find the source of the refrigerant leak. All GM vehicles are manufactured...
Battery Replacement Requirements - 06/19/2013
... start date. Labour to install the battery is the responsibility of the customer, unless the service agent chooses to absorb the labour cost. If repairs to a customer's vehicle are necessary as a result of an ACDelco customer pay battery failure,...
Global Labour Code Exceptions - 05/14/2013
... intended. You will need to self-authorize the new line with authorization code R and include service management required documentation. The process for adjusting a transaction after a Warranty Parts Center request has been fulfilled has temporarily...
What is the Average Age of Your Transactions? - 07/28/2016
... were completed is not always the date the job card was actually closed. While GM states in the Service Policies and Procedures manual that after repairs are completed the transactions should be submitted immediately, immediately isn't always possible...
... PDI inspection, if a warranty defect is found, repairs may and should be made, after approval by service management. ...
January 2012 Recall Update - 01/19/2012
... been updated to address revisions to the note statements and instructions for steps 3 and 4 of the service procedure.Noncompliance Recall 11348B - Transmission Shift Cable Not Installed Properly-Inspect Routing: The transmission shift cable was improperly...
DBC Chat - 11/17/2011
... resolution. If the solution to your concern needs to be researched further, you may be assigned a service request number for follow up. The rep will obtain your name and contact information and provide you with a solution within a defined time frame. This...
Clock on, Clock off - 01/19/2012
... P&P does state that a technician may only be working and clocked on one vehicle per service event. In other words, multiple time recordings that could be the result of working on multiple vehicles at the same time are not allowed. This is why your...
Reject of the Month - 12/18/2012
... Timing Chain Wear-Reprogram Engine Control Module, for a 2009 Chevrolet Traverse. The service advisor reviewed IVH to confirm the open recall, wrote the job card up for the ECM reprogram procedure, and then the technician performed the repair, documenting...
Customer Concern Not Duplicated UPDATE - 12/18/2012
... is not equipped with RPO UPF. Remember that the use of CCND labour operation must be approved by service manager....
How to Handle Customer Participation - 07/02/2012
... expense that both the customer and the dealer are responsible for must be entered in the Customer/Service Agent Participation Amount field. For example:The dealership offers a policy decision to a customer that is several thousand miles out of warranty....
Reject of the Month - 08/09/2012
... in the labour field of the transaction. Parts were entered in the parts field and indicated as service agent trade to maintain part pricing at cost.The warranty administrator then calculated the difference between cost and warranty pricing for labour....
Reject of the Month - 08/30/2012
... for the repair.Because of reject 84, the warranty administrator took the extra step to review the service procedure for a ball joint replacement in SI, confirming the necessity of an alignment after the repair.The warranty administrator knew that the...
Required Operating Procedures Update - 08/30/2012
... this labour operation with OLH and excessive parts submitted with the one labour operation. Service management approval is required.The causal part number must be indicated.Overlapping repairs are not eligible for the complete time published in the LTG...
Should a Second Owner Receive a Policy Repair? - 09/04/2013
... requesting policy assistance. If in the end assistance is granted, make sure the documentation and service management explanation warrants it. ...
Spark Assessment Program - 09/04/2013
... for the inspections will only be available for a specific period of time. GM will notify service agents through additional messages as to when they will stop this program. Prior to performing the quality assessment, the technician is to verify...
October 2013 Recall Update - 10/01/2013
... the sunshades for proper adhesion. If required, the sunshade will be replaced. Completion of the service procedure will release the vehicle from stop delivery. ...
Adjustments to the LTG - 07/03/2013
... still resulted from normal labour time reviews. The updates to the LTG are based on current service information procedures which are used in performing a repair allowance time study. Rather than applying the changes to both the Legacy codes and...
Reject of the Month - 07/30/2013
... the dealer's process with handling PDI dealer installed accessories, it was found that the service advisors were writing up a new job card for each PDI Dealer Installed Accessory (for a single VIN). For example, a 2014 Silverado had two job cards for...
Battery Replacements on Vehicles With Less Than 250 Miles - 07/30/2013
... the printout from the Midtronics GR8 that includes the warranty code. If the vehicle has been in service agent inventory for more than 30 days, the Warranty Support Center may also request copies of the PDI printouts for the transaction.Changes in policy...
Quickly Confirm Powertrain Coverage - 12/09/2013
... efficient and effective means of confirming powertrain coverage is an advantage to everyone in the service department, regardless of how long they've been in the business. How to confirm powertrain coverage in just a couple steps from the LTG in...
Technician Time Documentation - 10/01/2013
... best practices states that each technician is only working and clocked on to one vehicle per service event. Time documentation that reflects a technician servicing multiple vehicles at one time is not allowed. GM recommends the use of a daily time...
Reject of the Month - 02/26/2013
... and coolant for the repair line. The claim also rejected for labour code is not covered by service contract or special coverage. This particular reject had the warranty administrator confused as the labour operation coverage was confirmed through...
April 2013 Recall Update - 04/12/2013
... the recall. Involved vehicles were placed on stop delivery on March 21, 2013. After completing the service procedure contained within the recall bulletin, the vehicle is released from stop delivery and may be delivered to the customer. Additional labour...
Attaching A Document To A Pending Transaction - 03/11/2013
... the necessary corrections are made and route comments are entered in the comments field. Phone and service advisor distractions cause you to hit the submit button before adding the attachments that you noted in the comments field would be attached for...
Air Conditioning Recovery/Recharge Procedures - 06/19/2013
... than 0.2 to find a leak is claimed in OLH, which must be separately time recorded and approved by service management. Technician documentation must state the leak detection tool used to find the source of the refrigerant leak. All GM vehicles are manufactured...
Battery Replacement Requirements - 06/19/2013
... start date. Labour to install the battery is the responsibility of the customer, unless the service agent chooses to absorb the labour cost. If repairs to a customer's vehicle are necessary as a result of an ACDelco customer pay battery failure,...
Global Labour Code Exceptions - 05/14/2013
... intended. You will need to self-authorize the new line with authorization code R and include service management required documentation. The process for adjusting a transaction after a Warranty Parts Center request has been fulfilled has temporarily...
What is the Average Age of Your Transactions? - 07/28/2016
... were completed is not always the date the job card was actually closed. While GM states in the Service Policies and Procedures manual that after repairs are completed the transactions should be submitted immediately, immediately isn't always possible...
A Few Facts about Special Coverage Adjustments - 08/23/2016
... has the condition described in the letter. Special coverage repairs are not like recalls; if your service advisor discovers a special coverage in the Applicable Warranty section of IVH and the customer doesn't have a concern related to the concern stated...
System Upgrades - 05/24/2016
... were made in an effort to provide prompt, consistent, and complete Field Action information to service agents. These updates have provided new features in IVH and GWM including:A more detailed field action status display in IVH Links to detailed...
Special Coverage Policy Updates: - 05/23/2016
... 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 would require routing for GM authorization. If the vehicle is over 8 years old, DMA pre-approval...
Reject of the Month - 05/23/2016
... the Dealership Policies, Procedures, and Manuals link. From the GlobalConnect home page select "Service" from the Departments drop down menu, then select Dealership, Policies, Procedures, and Manuals from Quick Links. Note: at time of...
CAC Provided Diagnostic Voucher - 06/27/2016
... in miscellaneous net item using labor operation 0600108. The transaction type is ZREG and the Service Request (SR#) must be included in the Reference Number field of the transaction. The claim must be routed for GM Authorization to the Warranty Support...
Battery Policy Still In Effect - 10/26/2016
In October, GM announced several updates to service policies and procedures. One of these updates reflected a specific documentation requirement when submitting a battery for warranty reimbursement. The requirement was scheduled to go into effect on October...
Wheel Alignment Warranty Transactions - 11/29/2016
... alignments are performed and claimed as a warranty transaction within these mileage limitations, service management approval is required. Also, before and after alignment readings must be attached to the job card, which is easily accomplished by attaching...
Debits, Battery, Transmission... - 10/26/2016
... the seven (or eight) digit alpha/numeric code, i.e. A10DFB2, from the Transmission Cooling System Service Tool (J-45096). Please see the latest version of Bulletin #02-07-30-052 for further information. If you receive a debit based on an invalid battery...
Reject of the Month - Error code 073 - 09/27/2016
... routed for review. The job card was attached to the transaction to support the time documentation, service management authorization, and technician documentation to support the requested time. The transaction was reviewed and rejected with comments stating...
April 2017 Recall Update - 03/21/2017
... The recall bulletin has been revised to provide an update to the Correction, Part Information, Service Procedure, and Warranty Transaction Information sections. The recall affects certain 2004-2012 Chevrolet Malibu, 2004-2007 Chevrolet Malibu Maxx, 2005-2010...
Dealer Aftersales Empowerment Reminders - 03/21/2017
Goodwill requests will not be processed if there are any open recalls on the vehicle. Only members of service management with GM warranty approval signature authority have the ability to offer goodwill to customers. The customer must verbally agree to...
Reject of the Month - 04/17/2017
... the history following the reject, the warranty administrator deduced that in most cases the service consultant had failed to review or acknowledge that the recall had already been performed, in many cases, at their dealership. On account of the control...
Emissions - 05/22/2017
... Jersey, New York, Rhode Island, and Vermont. Qualifying states vary by model year; refer to the Service Policies and Procedures Manual for a list of states by model year. Emission Select (State) Component Limited Warranty – Coverage Code E1: This...
Time Documentation - 06/19/2017
No matter the size of the dealership or the amount of work coming into the service department, complete and accurate time documentation is critical. Ensuring that the technicians are documenting their time accurately allows for warranty administrators...
Wiring and Connector Labor Operations - 02/17/2017
... Ground Stud or Nut Repair or Replacement Locator View Too often, technicians neglect to go into Service Information and get this required information for the warranty administrator. The warranty transaction cannot be submitted without it, and if the...
Important PQC Update! - 01/23/2017
... received notification in December, 2016. The restrictions are also listed in GWM on the Service Agent Profile page under the Items Not Allowed tab. Reference # GCUS-9-3381...
Associated Accessories - 08/22/2017
... on accessories that were originally purchased and installed by a GM dealer. When warranty service is necessary on an Associated Accessory during the accessory’s warranty period, the dealer should contact the Associated Accessories Manufacturer...
Warranty Part Retention - 10/24/2017
... is parts that have a core charge. Parts with a core charge (with the exception of Electronic Service Center parts) must be retained for 72 hours from the payment date. If no Warranty Parts Center return is requested within 72 hours, the core must be...
October 2017 Recall Update - 09/27/2017
... condition. Involved vehicles include certain 2010-2014 Chevrolet Tahoe Police Pursuit, and Special Service models. Approximately 50,000 vehicles are involved in the population. Noncompliance Recall 17199-01: Front Passenger Air Bag Deployment: The recall...
Reject of the Month - 04/23/2018
... receiving three recall notices on their 2017 GMC Sierra, the owner brought their vehicle in for service on March 27. The vehicle was involved in the following recall programs: Recall 17456: Rear Wheel Hub Nut Loose Recall 17367: Incorrect Torsion Bar...
Reject of the Month - 05/22/2018
... attached to the job card and be a part of the vehicle history file. The vehicle delivery/in-service date must be documented on the job card. These results from the review were used as an internal training tool for the service department. An action...
Personal Property Damage - 02/20/2018
... 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 of damage to personal property which resulted from a warrantable...
Recall Summary Update - 01/22/2018
... from 1/1/18 through 2/28/2018. Courtesy transportation options include one-way or two-way shuttle service, one half-day rental, or one full-day rental. All of the recall bulletins have been updated to reflect the program updates. Noncompliance...
Parts Department and Warranty Compliance - 07/30/2020
... the Parts Department has in terms of job card and overall compliance. Electronic Service Centers: Certain electronic components are provided to Dealers by an authorized third-party Electronic Service Centers (ESCs). Involved components replaced...
New Policy Evaluation Tool Deviation Process - 06/23/2020
... 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 $500.00 without GM pre-approval. This change went into effect June 2nd, 2020. Another...
... has the condition described in the letter. Special coverage repairs are not like recalls; if your service advisor discovers a special coverage in the Applicable Warranty section of IVH and the customer doesn't have a concern related to the concern stated...
System Upgrades - 05/24/2016
... were made in an effort to provide prompt, consistent, and complete Field Action information to service agents. These updates have provided new features in IVH and GWM including:A more detailed field action status display in IVH Links to detailed...
Special Coverage Policy Updates: - 05/23/2016
... 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 would require routing for GM authorization. If the vehicle is over 8 years old, DMA pre-approval...
Reject of the Month - 05/23/2016
... the Dealership Policies, Procedures, and Manuals link. From the GlobalConnect home page select "Service" from the Departments drop down menu, then select Dealership, Policies, Procedures, and Manuals from Quick Links. Note: at time of...
CAC Provided Diagnostic Voucher - 06/27/2016
... in miscellaneous net item using labor operation 0600108. The transaction type is ZREG and the Service Request (SR#) must be included in the Reference Number field of the transaction. The claim must be routed for GM Authorization to the Warranty Support...
Battery Policy Still In Effect - 10/26/2016
In October, GM announced several updates to service policies and procedures. One of these updates reflected a specific documentation requirement when submitting a battery for warranty reimbursement. The requirement was scheduled to go into effect on October...
Wheel Alignment Warranty Transactions - 11/29/2016
... alignments are performed and claimed as a warranty transaction within these mileage limitations, service management approval is required. Also, before and after alignment readings must be attached to the job card, which is easily accomplished by attaching...
Debits, Battery, Transmission... - 10/26/2016
... the seven (or eight) digit alpha/numeric code, i.e. A10DFB2, from the Transmission Cooling System Service Tool (J-45096). Please see the latest version of Bulletin #02-07-30-052 for further information. If you receive a debit based on an invalid battery...
Reject of the Month - Error code 073 - 09/27/2016
... routed for review. The job card was attached to the transaction to support the time documentation, service management authorization, and technician documentation to support the requested time. The transaction was reviewed and rejected with comments stating...
April 2017 Recall Update - 03/21/2017
... The recall bulletin has been revised to provide an update to the Correction, Part Information, Service Procedure, and Warranty Transaction Information sections. The recall affects certain 2004-2012 Chevrolet Malibu, 2004-2007 Chevrolet Malibu Maxx, 2005-2010...
Dealer Aftersales Empowerment Reminders - 03/21/2017
Goodwill requests will not be processed if there are any open recalls on the vehicle. Only members of service management with GM warranty approval signature authority have the ability to offer goodwill to customers. The customer must verbally agree to...
Reject of the Month - 04/17/2017
... the history following the reject, the warranty administrator deduced that in most cases the service consultant had failed to review or acknowledge that the recall had already been performed, in many cases, at their dealership. On account of the control...
Emissions - 05/22/2017
... Jersey, New York, Rhode Island, and Vermont. Qualifying states vary by model year; refer to the Service Policies and Procedures Manual for a list of states by model year. Emission Select (State) Component Limited Warranty – Coverage Code E1: This...
Time Documentation - 06/19/2017
No matter the size of the dealership or the amount of work coming into the service department, complete and accurate time documentation is critical. Ensuring that the technicians are documenting their time accurately allows for warranty administrators...
Wiring and Connector Labor Operations - 02/17/2017
... Ground Stud or Nut Repair or Replacement Locator View Too often, technicians neglect to go into Service Information and get this required information for the warranty administrator. The warranty transaction cannot be submitted without it, and if the...
Important PQC Update! - 01/23/2017
... received notification in December, 2016. The restrictions are also listed in GWM on the Service Agent Profile page under the Items Not Allowed tab. Reference # GCUS-9-3381...
Associated Accessories - 08/22/2017
... on accessories that were originally purchased and installed by a GM dealer. When warranty service is necessary on an Associated Accessory during the accessory’s warranty period, the dealer should contact the Associated Accessories Manufacturer...
Warranty Part Retention - 10/24/2017
... is parts that have a core charge. Parts with a core charge (with the exception of Electronic Service Center parts) must be retained for 72 hours from the payment date. If no Warranty Parts Center return is requested within 72 hours, the core must be...
October 2017 Recall Update - 09/27/2017
... condition. Involved vehicles include certain 2010-2014 Chevrolet Tahoe Police Pursuit, and Special Service models. Approximately 50,000 vehicles are involved in the population. Noncompliance Recall 17199-01: Front Passenger Air Bag Deployment: The recall...
Reject of the Month - 04/23/2018
... receiving three recall notices on their 2017 GMC Sierra, the owner brought their vehicle in for service on March 27. The vehicle was involved in the following recall programs: Recall 17456: Rear Wheel Hub Nut Loose Recall 17367: Incorrect Torsion Bar...
Reject of the Month - 05/22/2018
... attached to the job card and be a part of the vehicle history file. The vehicle delivery/in-service date must be documented on the job card. These results from the review were used as an internal training tool for the service department. An action...
Personal Property Damage - 02/20/2018
... 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 of damage to personal property which resulted from a warrantable...
Recall Summary Update - 01/22/2018
... from 1/1/18 through 2/28/2018. Courtesy transportation options include one-way or two-way shuttle service, one half-day rental, or one full-day rental. All of the recall bulletins have been updated to reflect the program updates. Noncompliance...
Parts Department and Warranty Compliance - 07/30/2020
... the Parts Department has in terms of job card and overall compliance. Electronic Service Centers: Certain electronic components are provided to Dealers by an authorized third-party Electronic Service Centers (ESCs). Involved components replaced...
New Policy Evaluation Tool Deviation Process - 06/23/2020
... 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 $500.00 without GM pre-approval. This change went into effect June 2nd, 2020. Another...
CSMT PRA App - 09/22/2020
The new version of the Certified Service Mobile Toolbox app became available in August. One of the enhancements with the new version is the ability for the dealer to receive the decision response directly in the mobile app rather than the submitter’s...
Warranty Parts Center Bulletin Update - 09/22/2020
... levels will be reset to standard empowerment for the following quarter. Log on to the View Service Profile link within the GWM Analyze Warranty tab to review current empowerment levels. Confirm that the GM-US unit is selected from the Business...
Accessories: LPO, ACO, and IBP - 11/25/2020
... after the vehicle purchase. Enter the labor operation and part number only. You must select the Service Agent Installed Option button as well. Individual accessory labor operations are in the LTG under General Information/Dealer Installed GM Accessory...
Scattered - 10/23/2019
... Job Aide, and last but not least, your team. By your “team”, I am referring to your service manager/director, the shop foreman or technician, or the service advisor. More often than not, any of those individuals are quite familiar with the...
Dealer Self-Empowerment Extension - 10/23/2019
GM has temporarily extended dealer self-empowerment on rentals due to part availability issues. Service management may self-authorize up to 7 days of rental on job cards dated on/after 10/7/2019. Beginning on the 8th day of a rental, a request for GM...
Policy Evaluation Tool - 09/24/2019
... incorporates all the customer’s interactions with GM at a household level including sales, service, purchased protection plans, etc., to determine a customer’s engagement and loyalty with GM before offering financial assistance with their...
Pre-Repair Authorization Program Expanded - 09/24/2019
... following two components have been added to the PRA function of the Certified Service Mobile Toolbox (CSMT) App: Steering Wheel Replacement: Labor Operation 7440130 Interior Trim - Front Side Door Trim Panel Replacement: Labor Operation 1042980-...
December 2019 Recall Update - 12/02/2019
... equipped with a 6.6L, 8-cylinder diesel engine has been revised to include parts, warranty, and service procedure updates. Safety Recall N182206311-03: Diesel Engine Block Heater Cord: The recall that affects certain 2017-19 Chevrolet Silverado...
Reject of the Month - 12/02/2019
... Warranty Resource Center. The information contained within the helpful resources have provided the service team with the tools to resolve most reprogramming and WCC errors. The July edition of the Warranty News provides several helpful tips when encountering...
April 2020 Recall Update - 03/27/2020
... in the recall program that addresses the vehicle’s EBCM that was reprogrammed during service with incorrect software. The 2014 Buick Encore is included in the recall population. Dealers are to reprogram the EBCM to address the issue. Safety Recall...
May 2020 Recall Update - 04/29/2020
... LD vehicles equipped with power sliding rear window. The bulletin has been updated to include new service and labor information. Emission Recall N192273450 Incorrect Emissions EO Label on Performance Intake Part: Certain 2020 Chevrolet Colorado...
Dealer Self-Empowerment Extension - 01/28/2020
... has temporarily extended dealer self-empowerment on rentals due to part availability issues. Service management may self-authorize up to 7 days of rental on job cards dated on/after 10/7/2019. Beginning on the 8th day of a rental, a request for GM pre-approval...
Error 834: Repair Performed Prior to Start of Warranty - 01/28/2020
... vehicle for a higher profit at GM’s expense is not allowed. If the vehicle is a stock unit, service management must sign on the authorization to repair line of the job card. This is the only acceptable line to provide their signature, date, time,...
Reject of the Month - Error code 067, 068, 072 - 02/21/2019
... is to verify you have the correct labor operation. If correct, the transaction must be reviewed by service management to determine if all the parts listed on the job card were necessary for the repair. If all parts were necessary, authorization code...
Documentation Requirements - 01/21/2019
... prior PQC review will be rejected. Restricted labor operations may be viewed in GWM on the Service Agent Profile page under the “Items Not Allowed” tab. The restriction will remain in effect through the end of the year, concluding on...
Remote Battery Monitoring Through OnStar - 11/29/2018
... them to replace the identified battery section. Dealerships that receive vehicles in their service department under this program may contact GM TAC for the specific repair required on the vehicle so that no additional battery diagnostic steps are necessary. The...
Transmission Flush Code - 12/19/2018
... have limited benefit on many current transmission repairs. As stated in the message: Service Bulletin 17-NA-066 will be updated; the LTG will be updated in the first quarter of 2019 to eliminate the flush procedure and steps and reduce labor time...
Global Warranty Management - 09/25/2018
... maintenance includes engine oil and filter change, plus tire rotation and MPVI. The service does not include air filters. At the time of print of the October edition of the Warranty News, the only available Included Maintenance Program is the 2019 Cadillac...
Strategy Based Diagnosis - 09/25/2018
... 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 be asked. Verifying the customer’s concern isn’t...
Reject of the Month - 07/23/2018
... back in full. The following is an overview of the deviations. The vehicle delivery date/in-service date must be part of the job card header information. On more than one occasion the date was either missing or inaccurate. Technician time documentation...
Reject of the Month - Error code 124 - 08/21/2018
Error code 124: This transaction is being reviewed by a GM Service Manager. On a monthly basis a warranty administrator at a stand-alone Chevrolet dealership analyzes the top transaction rejects using the Summary by Reject Reason report in GWM. This...
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...
May 2019 Recall Update - 04/22/2019
... miles. Dealers are instructed to resolve the issue by ordering and installing the appropriate service repair kit. Kits contain 2 SBZA modules, a wiring harness, and a plastic cover kit which contains RH and LH plastic covers, tie straps, push pins, and...
LTG FAQs - 08/27/2019
... with CVO garage. All warranty labor times are determined by following the steps of the associated service procedure. In the US, labor time studies are performed by ASE Certified or State Licensed technicians with dealership experience. The technician...
Rental Days - 12/02/2019
... 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 completed. It isn’t...
The new version of the Certified Service Mobile Toolbox app became available in August. One of the enhancements with the new version is the ability for the dealer to receive the decision response directly in the mobile app rather than the submitter’s...
Warranty Parts Center Bulletin Update - 09/22/2020
... levels will be reset to standard empowerment for the following quarter. Log on to the View Service Profile link within the GWM Analyze Warranty tab to review current empowerment levels. Confirm that the GM-US unit is selected from the Business...
Accessories: LPO, ACO, and IBP - 11/25/2020
... after the vehicle purchase. Enter the labor operation and part number only. You must select the Service Agent Installed Option button as well. Individual accessory labor operations are in the LTG under General Information/Dealer Installed GM Accessory...
Scattered - 10/23/2019
... Job Aide, and last but not least, your team. By your “team”, I am referring to your service manager/director, the shop foreman or technician, or the service advisor. More often than not, any of those individuals are quite familiar with the...
Dealer Self-Empowerment Extension - 10/23/2019
GM has temporarily extended dealer self-empowerment on rentals due to part availability issues. Service management may self-authorize up to 7 days of rental on job cards dated on/after 10/7/2019. Beginning on the 8th day of a rental, a request for GM...
Policy Evaluation Tool - 09/24/2019
... incorporates all the customer’s interactions with GM at a household level including sales, service, purchased protection plans, etc., to determine a customer’s engagement and loyalty with GM before offering financial assistance with their...
Pre-Repair Authorization Program Expanded - 09/24/2019
... following two components have been added to the PRA function of the Certified Service Mobile Toolbox (CSMT) App: Steering Wheel Replacement: Labor Operation 7440130 Interior Trim - Front Side Door Trim Panel Replacement: Labor Operation 1042980-...
December 2019 Recall Update - 12/02/2019
... equipped with a 6.6L, 8-cylinder diesel engine has been revised to include parts, warranty, and service procedure updates. Safety Recall N182206311-03: Diesel Engine Block Heater Cord: The recall that affects certain 2017-19 Chevrolet Silverado...
Reject of the Month - 12/02/2019
... Warranty Resource Center. The information contained within the helpful resources have provided the service team with the tools to resolve most reprogramming and WCC errors. The July edition of the Warranty News provides several helpful tips when encountering...
April 2020 Recall Update - 03/27/2020
... in the recall program that addresses the vehicle’s EBCM that was reprogrammed during service with incorrect software. The 2014 Buick Encore is included in the recall population. Dealers are to reprogram the EBCM to address the issue. Safety Recall...
May 2020 Recall Update - 04/29/2020
... LD vehicles equipped with power sliding rear window. The bulletin has been updated to include new service and labor information. Emission Recall N192273450 Incorrect Emissions EO Label on Performance Intake Part: Certain 2020 Chevrolet Colorado...
Dealer Self-Empowerment Extension - 01/28/2020
... has temporarily extended dealer self-empowerment on rentals due to part availability issues. Service management may self-authorize up to 7 days of rental on job cards dated on/after 10/7/2019. Beginning on the 8th day of a rental, a request for GM pre-approval...
Error 834: Repair Performed Prior to Start of Warranty - 01/28/2020
... vehicle for a higher profit at GM’s expense is not allowed. If the vehicle is a stock unit, service management must sign on the authorization to repair line of the job card. This is the only acceptable line to provide their signature, date, time,...
Reject of the Month - Error code 067, 068, 072 - 02/21/2019
... is to verify you have the correct labor operation. If correct, the transaction must be reviewed by service management to determine if all the parts listed on the job card were necessary for the repair. If all parts were necessary, authorization code...
Documentation Requirements - 01/21/2019
... prior PQC review will be rejected. Restricted labor operations may be viewed in GWM on the Service Agent Profile page under the “Items Not Allowed” tab. The restriction will remain in effect through the end of the year, concluding on...
Remote Battery Monitoring Through OnStar - 11/29/2018
... them to replace the identified battery section. Dealerships that receive vehicles in their service department under this program may contact GM TAC for the specific repair required on the vehicle so that no additional battery diagnostic steps are necessary. The...
Transmission Flush Code - 12/19/2018
... have limited benefit on many current transmission repairs. As stated in the message: Service Bulletin 17-NA-066 will be updated; the LTG will be updated in the first quarter of 2019 to eliminate the flush procedure and steps and reduce labor time...
Global Warranty Management - 09/25/2018
... maintenance includes engine oil and filter change, plus tire rotation and MPVI. The service does not include air filters. At the time of print of the October edition of the Warranty News, the only available Included Maintenance Program is the 2019 Cadillac...
Strategy Based Diagnosis - 09/25/2018
... 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 be asked. Verifying the customer’s concern isn’t...
Reject of the Month - 07/23/2018
... back in full. The following is an overview of the deviations. The vehicle delivery date/in-service date must be part of the job card header information. On more than one occasion the date was either missing or inaccurate. Technician time documentation...
Reject of the Month - Error code 124 - 08/21/2018
Error code 124: This transaction is being reviewed by a GM Service Manager. On a monthly basis a warranty administrator at a stand-alone Chevrolet dealership analyzes the top transaction rejects using the Summary by Reject Reason report in GWM. This...
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...
May 2019 Recall Update - 04/22/2019
... miles. Dealers are instructed to resolve the issue by ordering and installing the appropriate service repair kit. Kits contain 2 SBZA modules, a wiring harness, and a plastic cover kit which contains RH and LH plastic covers, tie straps, push pins, and...
LTG FAQs - 08/27/2019
... with CVO garage. All warranty labor times are determined by following the steps of the associated service procedure. In the US, labor time studies are performed by ASE Certified or State Licensed technicians with dealership experience. The technician...
Rental Days - 12/02/2019
... 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 completed. It isn’t...
August 2019 Recall Update - 07/30/2019
... Super Cruise Software Update: The recall bulletin has been revised to include an updated service procedure section. The recall affects certain 2018-19 Cadillac CT6 vehicles equipped with Lane Active Safety-Hands-Free Lane Following (Super Cruise). Equipment...
Reject of the Month - 07/30/2019
... Claim Codes associated with control module reprogramming events. The Technician: In the Service Programming System (SPS) make sure that the displayed VIN is accurate for the vehicle being repaired. If it is necessary to manually enter the VIN,...
July 2019 Recall Update - 06/26/2019
... recall is in effect until June 30, 2021. Safety Recall A182202370-03: Lower Control Arm Weld: The service procedure, warranty information, parts section, WCAP and floor plan information of the recall were updated. The recall addresses an improperly welded...
Dongle Device Scans - 06/26/2023
Scanning every vehicle that comes into the service drive will help prevent missing any vehicles for which a dongle device scan is needed. The dongle scan is required on every warranty transaction with few exceptions. The exception process allows for resubmission...
Part Warranty Start Date - 06/26/2023
... unlimited mileage. There are exceptions with some part warranty coverages outlined in the GM Service Replacement Parts and Accessories Warranty Quick Reference Chart found in the Parts and Accessories Policies and Procedures Manual, Article 1.1. The...
Fluid and Air Conditioning Leak Analysis - 06/26/2023
... in Additional Time for the labor code submitted for the repair of the leak. Please reference GM Service Information for the proper analyze procedures for the system being tested. Examples of steps your technician might take to find a fluid leak include: Get...
Reject of the Month - September 2023 - 08/29/2023
... N212345941). The High Voltage Battery associated with the repair was obtained through the Battery Service Center. The dealer submitted the transaction with the appropriate replacement labor operation, 5031030, and labor time with the administrative...
Personal Property Damage - 07/25/2023
... bodily injury are not included in this process. Damage to the vehicle itself is also not included. Service Management has the ability to react quickly to a customer’s concern for reimbursement requests of damage to personal property which resulted...
Certified Pre-Owned Vehicles - 09/26/2023
... including those that are outside the franchised division(s). These repairs must be approved by the Service Manager prior to completion and are limited to defects in manufacturing and/or assembly. Completion of any outstanding recall campaigns must also...
Fundamentals Learning Path - 09/25/2023
... became STS requirements for all technicians on 10/9/2023. 16042.01W Battery Systems: 12V Service EV 18440.23D-V Electric Vehicles: New and Updates Video ...
Dealer Empowerment - 04/25/2023
... take care of customers and increase customer satisfaction when there has been an issue with their service experience. Many of these options require no pre-approval. One of the Goodwill tools dealers have is to reimburse a customer’s vehicle...
Policy Evaluation Tool Pilot Program - 05/23/2023
... total warranty repair cost and the agreed amount of GM Policy assistance in the “Customer/Service Agent Participation Amount” field. If the dealer is charging the customer in excess of warranty rates, the amount entered as “Customer/Service...
Labor Operations for Single Failures and Consequential Damage - 05/23/2023
... does not require a separate clock time for OLH in consequential damage situations, nor does the service manager have to approve OLH in most cases, but does have to approve the additional parts. While the OLH time claimed for the consequential damage...
Third Party Labor Time Guide - 01/29/2024
... website to see if your state is one of those states. The following is from the newly updated Service Policies & Procedures manual: Where permitted by state statute, a dealer may seek reimbursement using time from a third-party time guide. In such...
Reminder! Option C Labor Rate Dealers - 01/29/2024
... table must be updated. Your current labor rate is published in GWM by selecting the “View Service Agent Profile” link and clicking on the Labor Rates tab. ...
Warranty Labor Rates - 10/25/2023
... C) or the Retail Labor Rate (Option A), go to the Analyze Warranty tab in GWM. Click “View Service Agent Profile” and then the Labor Rate tab. Rates are listed with the start and termination dates. To view the most current, click “Start...
November 2023 Recall Update - 10/25/2023
... Flow Rate Programming with the diagnostic scan tool. The recall has been revised to update the service procedure. Safety Recall N232415910-01 Rear Suspension Bolt Fracture: The bulletin has been revised to update the part and labor operation description,...
December 2023 Recall Update - 11/29/2023
... with a reimbursement check in the amount of $399.00. Customer Satisfaction Recall N232425900 Service 4WD Message: Certain 2023 model year Chevrolet Silverado 1500 and GMC Sierra 1500 trucks may have a condition in which the Electronic Park Brake does...
CSMT App - 11/29/2023
A new version, 3.8, of the Certified Service Mobile Toolbox (CSMT) app became available for download on November 16. This latest version supports devices that have display settings set to dark mode and provides an enhanced user experience with the addition...
End of Year - 11/29/2023
2024 is just around the corner! To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule (263) should be current (all transactions over 30 days should be fully supported and accounted for), training...
GM Approvals - 03/23/2024
... approach with the agreement that all claims follow written warranty terms and comply with Service Policies and Procedures. There are a small percentage that require GM approval. It is important to be aware of those claim types that require an approval...
Reject of the Month - February 2024 - 01/29/2024
... repair. Labor code 4050960 on job card 12345 is related to labor code 4050960. Error 21: Service agent exceeded the allowed amount for ZPTI transaction type The owner of a 2018 Chevrolet Traverse with 65,463 miles noticed that their vehicle...
Included Maintenance - 02/26/2024
... months of ownership). The amount of increase varies depending on the vehicle and the engine. The service visit includes ACDelco oil and filter change, tire rotation, and MPVI. DEF top-off is allowed for diesels. Reference: GCUS-9-15628. ...
New Vehicle Inventory Battery Procedures - 02/28/2023
... is not covered by the New Vehicle Limited Warranty. This process is only applicable to vehicles in Service Agent New Vehicle Inventory. The above allowances for charging or replacing batteries are ineligible when the dealer did not perform the action...
April 2023 Recall Update - 03/23/2023
... 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 note. The recall affects certain 2022-23 Cadillac XT4, 2022 Chevrolet...
... Super Cruise Software Update: The recall bulletin has been revised to include an updated service procedure section. The recall affects certain 2018-19 Cadillac CT6 vehicles equipped with Lane Active Safety-Hands-Free Lane Following (Super Cruise). Equipment...
Reject of the Month - 07/30/2019
... Claim Codes associated with control module reprogramming events. The Technician: In the Service Programming System (SPS) make sure that the displayed VIN is accurate for the vehicle being repaired. If it is necessary to manually enter the VIN,...
July 2019 Recall Update - 06/26/2019
... recall is in effect until June 30, 2021. Safety Recall A182202370-03: Lower Control Arm Weld: The service procedure, warranty information, parts section, WCAP and floor plan information of the recall were updated. The recall addresses an improperly welded...
Dongle Device Scans - 06/26/2023
Scanning every vehicle that comes into the service drive will help prevent missing any vehicles for which a dongle device scan is needed. The dongle scan is required on every warranty transaction with few exceptions. The exception process allows for resubmission...
Part Warranty Start Date - 06/26/2023
... unlimited mileage. There are exceptions with some part warranty coverages outlined in the GM Service Replacement Parts and Accessories Warranty Quick Reference Chart found in the Parts and Accessories Policies and Procedures Manual, Article 1.1. The...
Fluid and Air Conditioning Leak Analysis - 06/26/2023
... in Additional Time for the labor code submitted for the repair of the leak. Please reference GM Service Information for the proper analyze procedures for the system being tested. Examples of steps your technician might take to find a fluid leak include: Get...
Reject of the Month - September 2023 - 08/29/2023
... N212345941). The High Voltage Battery associated with the repair was obtained through the Battery Service Center. The dealer submitted the transaction with the appropriate replacement labor operation, 5031030, and labor time with the administrative...
Personal Property Damage - 07/25/2023
... bodily injury are not included in this process. Damage to the vehicle itself is also not included. Service Management has the ability to react quickly to a customer’s concern for reimbursement requests of damage to personal property which resulted...
Certified Pre-Owned Vehicles - 09/26/2023
... including those that are outside the franchised division(s). These repairs must be approved by the Service Manager prior to completion and are limited to defects in manufacturing and/or assembly. Completion of any outstanding recall campaigns must also...
Fundamentals Learning Path - 09/25/2023
... became STS requirements for all technicians on 10/9/2023. 16042.01W Battery Systems: 12V Service EV 18440.23D-V Electric Vehicles: New and Updates Video ...
Dealer Empowerment - 04/25/2023
... take care of customers and increase customer satisfaction when there has been an issue with their service experience. Many of these options require no pre-approval. One of the Goodwill tools dealers have is to reimburse a customer’s vehicle...
Policy Evaluation Tool Pilot Program - 05/23/2023
... total warranty repair cost and the agreed amount of GM Policy assistance in the “Customer/Service Agent Participation Amount” field. If the dealer is charging the customer in excess of warranty rates, the amount entered as “Customer/Service...
Labor Operations for Single Failures and Consequential Damage - 05/23/2023
... does not require a separate clock time for OLH in consequential damage situations, nor does the service manager have to approve OLH in most cases, but does have to approve the additional parts. While the OLH time claimed for the consequential damage...
Third Party Labor Time Guide - 01/29/2024
... website to see if your state is one of those states. The following is from the newly updated Service Policies & Procedures manual: Where permitted by state statute, a dealer may seek reimbursement using time from a third-party time guide. In such...
Reminder! Option C Labor Rate Dealers - 01/29/2024
... table must be updated. Your current labor rate is published in GWM by selecting the “View Service Agent Profile” link and clicking on the Labor Rates tab. ...
Warranty Labor Rates - 10/25/2023
... C) or the Retail Labor Rate (Option A), go to the Analyze Warranty tab in GWM. Click “View Service Agent Profile” and then the Labor Rate tab. Rates are listed with the start and termination dates. To view the most current, click “Start...
November 2023 Recall Update - 10/25/2023
... Flow Rate Programming with the diagnostic scan tool. The recall has been revised to update the service procedure. Safety Recall N232415910-01 Rear Suspension Bolt Fracture: The bulletin has been revised to update the part and labor operation description,...
December 2023 Recall Update - 11/29/2023
... with a reimbursement check in the amount of $399.00. Customer Satisfaction Recall N232425900 Service 4WD Message: Certain 2023 model year Chevrolet Silverado 1500 and GMC Sierra 1500 trucks may have a condition in which the Electronic Park Brake does...
CSMT App - 11/29/2023
A new version, 3.8, of the Certified Service Mobile Toolbox (CSMT) app became available for download on November 16. This latest version supports devices that have display settings set to dark mode and provides an enhanced user experience with the addition...
End of Year - 11/29/2023
2024 is just around the corner! To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule (263) should be current (all transactions over 30 days should be fully supported and accounted for), training...
GM Approvals - 03/23/2024
... approach with the agreement that all claims follow written warranty terms and comply with Service Policies and Procedures. There are a small percentage that require GM approval. It is important to be aware of those claim types that require an approval...
Reject of the Month - February 2024 - 01/29/2024
... repair. Labor code 4050960 on job card 12345 is related to labor code 4050960. Error 21: Service agent exceeded the allowed amount for ZPTI transaction type The owner of a 2018 Chevrolet Traverse with 65,463 miles noticed that their vehicle...
Included Maintenance - 02/26/2024
... months of ownership). The amount of increase varies depending on the vehicle and the engine. The service visit includes ACDelco oil and filter change, tire rotation, and MPVI. DEF top-off is allowed for diesels. Reference: GCUS-9-15628. ...
New Vehicle Inventory Battery Procedures - 02/28/2023
... is not covered by the New Vehicle Limited Warranty. This process is only applicable to vehicles in Service Agent New Vehicle Inventory. The above allowances for charging or replacing batteries are ineligible when the dealer did not perform the action...
April 2023 Recall Update - 03/23/2023
... 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 note. The recall affects certain 2022-23 Cadillac XT4, 2022 Chevrolet...
Powertrain Contact Center - 02/28/2023
The Powertrain Contact Center (PCC) is a center designed to assist Independent Service Centers (ISCs) and Fleet companies with any GM Powertrain inquiries. Independent repair facilities that buy GM engines, transfer cases, and transmissions over-the-counter...
Requesting a Labor Rate Increase - 01/24/2023
... New Vehicle Limited Warranty. Warranty like repairs exclude:-- Insurance paid body shop repairs-- Service Contract repairs including those repairs covered by insurance policies-- Internal job card repairs or used vehicle reconditioning repairs -- Federal,...
October 2022 Recall Update - 09/26/2022
... for Engine Due to ECR Coordination Breakpoint: The recent bulletin update provides a revised service procedure. The recall affects certain 2022 Chevrolet Malibu vehicles equipped with a LFV 1.5L gasoline engine. Customer Satisfaction Recall N222370300...
PET Exceptions - 10/28/2022
... not permitted on maintenance items. If a dealership wishes to make an exception and cover these services for Customer Enthusiasm, they can submit the claim with the “Customer Enthusiasm” indicator checked for WSC review. The PET is not required....
Warranty Labor Rates - 10/28/2022
... C) or the Retail Labor Rate (Option A), go to the Analyze Warranty tab in GWM. Click “View Service Agent Profile” and then the Labor Rate tab. Rates are listed with the start and termination dates. To view the most current, click “Start...
Greater Than 60 Days - 11/21/2022
... reject:Error: 111 Days allowed between Repair Completion and Job card date was exceeded. No service management approval required; however, a detailed explanation must be given as to why there was an extended repair time. To prevent this reject, always...
Reject of the Month - April 2022 - 03/28/2022
... Center Seat Belt May Not Be Attached and N192264451 Premature Brake Wear Notification. The service advisor opened a job card for the performance of the recalls with an estimate entered for the mileage. The technician completed the required repairs...
Missing Modules - 02/23/2022
... Seats Heated Steering Wheel If a customer states that any of the above features are inoperative, service advisors are to first verify in the Vehicle Build section of IVH that the vehicle is equipped with the module required to enable the feature to...
Adding an Attachment to a Pending Transaction - 04/26/2022
... GMIN number supplied for the technician Error Code 06: Invalid GMIN number supplied for the service advisor-- For the above “no record of GMIN” errors, validate the current, active GMIN for the employee. Also verify that the GMIN is active...
Coverage Code P - 07/27/2022
... GM is working to populate the data for all of the labor codes, warranty administrators and service personnel should continue to utilize existing resources for determining Powertrain coverage (e.g. the Powertrain Coverage Code table in the Preface section...
Preventing Battery Debits - 07/27/2022
... verify the correct CCA rating for a specific vehicle, technicians should always follow the current Service Information (SI) procedures for proper battery testing: Open SI and on the first page enter the full VIN of the vehicle Select Service Manual/Bulletins Select...
Fluid and Air Conditioning Leak Analysis - 06/20/2022
... in Additional Time for the labor code submitted for the repair of the leak. Please reference GM Service Information for the proper analyze procedures for the system being tested. Example steps your technician might take to find a fluid leak include: Get...
Increased Rates for Maintenance - 07/27/2022
... increases were implemented to cover the rising costs of oil and filters necessary to perform the service event. The First Maintenance Service Visit includes one oil change visit within one year of ownership, which includes an oil and filter...
August 2022 Recall Update - 07/27/2022
... Sensor Correction: Approximately 213 vehicles are involved in the recall program that provides the service procedure to enable Extract Mode on certain 2022 model year GMC Hummer EV vehicles. The bulletin also corrects a potential calibration error that...
Damaged in Transit (DIT): Structural/Non-Structural - 07/27/2022
... available through Support/Chats in GlobalConnect or call 888.414.6322. Follow the prompts for Service (3) and T-Claims (2)....
CSMT App Enhanced - 08/22/2022
A new version of the Certified Service Mobile Toolbox (CSMT) app is available for download. The app will automatically update if your device is set to “automatic updates,” if not, the update may be performed manually in the App Store (Apple)...
Dealer Empowerment Update - 07/27/2021
... 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 fields must contain a detailed explanation, the exact...
January 2021 Recall Update - 12/29/2020
... December 31, 2022. The recall has been revised to update the correction, warranty information, and service procedure in the bulletin. Safety Recall N202312720-01 Front Seat Attachment Bolts Loose: The attachment bolts of one or both front seats may not...
Technician Clock Time for the Repair Process & Repair Documentation - 02/25/2021
... be detailed in the cause field of the transaction. Variable diagnosis time does not require service management approval. If the cause field does not contain enough information to support what the technician has clocked, the technician should be...
Reject of the Month - April 2021 - 03/22/2021
... of a valid SPS code. Global Warranty Management automatically checks the validity of the Service Programming System (SPS) Warranty Claim Code entered when a transaction is submitted involving a reprogramming event. A transaction will reject if the submitted...
Policies for Engine and Transmission Replacements - 03/22/2021
... recommended to use in calculating the most economical repair. Additionally, it is recommended that service management is involved in all decisions regarding replacement of these two components. To find GM’s cost comparison form, enter “cost...
Cadillac Certified Pre-owned Warranty - 04/29/2021
... indicates that the warranty is bumper-to-bumper, with the exception of the standard maintenance services that are not covered. The CPO B2B warranty was replaced March 1st, 2017 by the “Cadillac CPO Ltd Wty – with Deductible”....
Bulletin Updates - 04/29/2021
... of the 2021 model year as well as details supporting the proper identification of the causal part. Service agents are responsible for properly identifying the causal part on all warranty transactions. In addition to identifying the causal part within...
Reject of the Month - November 2021 - 10/26/2021
... look was taken to verify the primary cause of failure and corresponding labor operation. The service team determined that the valve lifter guide was not the primary cause of failure, the left side lifters were. The labor operation was updated to...
Increased reimbursement rates for maintenance programs - 12/01/2021
... increases were implemented to cover the rising costs of oil and filters necessary to perform the service event. Note: Reimbursement rates for the CPO Maintenance Programs have not changed. The First Maintenance Service Visit includes one oil change visit...
The Powertrain Contact Center (PCC) is a center designed to assist Independent Service Centers (ISCs) and Fleet companies with any GM Powertrain inquiries. Independent repair facilities that buy GM engines, transfer cases, and transmissions over-the-counter...
Requesting a Labor Rate Increase - 01/24/2023
... New Vehicle Limited Warranty. Warranty like repairs exclude:-- Insurance paid body shop repairs-- Service Contract repairs including those repairs covered by insurance policies-- Internal job card repairs or used vehicle reconditioning repairs -- Federal,...
October 2022 Recall Update - 09/26/2022
... for Engine Due to ECR Coordination Breakpoint: The recent bulletin update provides a revised service procedure. The recall affects certain 2022 Chevrolet Malibu vehicles equipped with a LFV 1.5L gasoline engine. Customer Satisfaction Recall N222370300...
PET Exceptions - 10/28/2022
... not permitted on maintenance items. If a dealership wishes to make an exception and cover these services for Customer Enthusiasm, they can submit the claim with the “Customer Enthusiasm” indicator checked for WSC review. The PET is not required....
Warranty Labor Rates - 10/28/2022
... C) or the Retail Labor Rate (Option A), go to the Analyze Warranty tab in GWM. Click “View Service Agent Profile” and then the Labor Rate tab. Rates are listed with the start and termination dates. To view the most current, click “Start...
Greater Than 60 Days - 11/21/2022
... reject:Error: 111 Days allowed between Repair Completion and Job card date was exceeded. No service management approval required; however, a detailed explanation must be given as to why there was an extended repair time. To prevent this reject, always...
Reject of the Month - April 2022 - 03/28/2022
... Center Seat Belt May Not Be Attached and N192264451 Premature Brake Wear Notification. The service advisor opened a job card for the performance of the recalls with an estimate entered for the mileage. The technician completed the required repairs...
Missing Modules - 02/23/2022
... Seats Heated Steering Wheel If a customer states that any of the above features are inoperative, service advisors are to first verify in the Vehicle Build section of IVH that the vehicle is equipped with the module required to enable the feature to...
Adding an Attachment to a Pending Transaction - 04/26/2022
... GMIN number supplied for the technician Error Code 06: Invalid GMIN number supplied for the service advisor-- For the above “no record of GMIN” errors, validate the current, active GMIN for the employee. Also verify that the GMIN is active...
Coverage Code P - 07/27/2022
... GM is working to populate the data for all of the labor codes, warranty administrators and service personnel should continue to utilize existing resources for determining Powertrain coverage (e.g. the Powertrain Coverage Code table in the Preface section...
Preventing Battery Debits - 07/27/2022
... verify the correct CCA rating for a specific vehicle, technicians should always follow the current Service Information (SI) procedures for proper battery testing: Open SI and on the first page enter the full VIN of the vehicle Select Service Manual/Bulletins Select...
Fluid and Air Conditioning Leak Analysis - 06/20/2022
... in Additional Time for the labor code submitted for the repair of the leak. Please reference GM Service Information for the proper analyze procedures for the system being tested. Example steps your technician might take to find a fluid leak include: Get...
Increased Rates for Maintenance - 07/27/2022
... increases were implemented to cover the rising costs of oil and filters necessary to perform the service event. The First Maintenance Service Visit includes one oil change visit within one year of ownership, which includes an oil and filter...
August 2022 Recall Update - 07/27/2022
... Sensor Correction: Approximately 213 vehicles are involved in the recall program that provides the service procedure to enable Extract Mode on certain 2022 model year GMC Hummer EV vehicles. The bulletin also corrects a potential calibration error that...
Damaged in Transit (DIT): Structural/Non-Structural - 07/27/2022
... available through Support/Chats in GlobalConnect or call 888.414.6322. Follow the prompts for Service (3) and T-Claims (2)....
CSMT App Enhanced - 08/22/2022
A new version of the Certified Service Mobile Toolbox (CSMT) app is available for download. The app will automatically update if your device is set to “automatic updates,” if not, the update may be performed manually in the App Store (Apple)...
Dealer Empowerment Update - 07/27/2021
... 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 fields must contain a detailed explanation, the exact...
January 2021 Recall Update - 12/29/2020
... December 31, 2022. The recall has been revised to update the correction, warranty information, and service procedure in the bulletin. Safety Recall N202312720-01 Front Seat Attachment Bolts Loose: The attachment bolts of one or both front seats may not...
Technician Clock Time for the Repair Process & Repair Documentation - 02/25/2021
... be detailed in the cause field of the transaction. Variable diagnosis time does not require service management approval. If the cause field does not contain enough information to support what the technician has clocked, the technician should be...
Reject of the Month - April 2021 - 03/22/2021
... of a valid SPS code. Global Warranty Management automatically checks the validity of the Service Programming System (SPS) Warranty Claim Code entered when a transaction is submitted involving a reprogramming event. A transaction will reject if the submitted...
Policies for Engine and Transmission Replacements - 03/22/2021
... recommended to use in calculating the most economical repair. Additionally, it is recommended that service management is involved in all decisions regarding replacement of these two components. To find GM’s cost comparison form, enter “cost...
Cadillac Certified Pre-owned Warranty - 04/29/2021
... indicates that the warranty is bumper-to-bumper, with the exception of the standard maintenance services that are not covered. The CPO B2B warranty was replaced March 1st, 2017 by the “Cadillac CPO Ltd Wty – with Deductible”....
Bulletin Updates - 04/29/2021
... of the 2021 model year as well as details supporting the proper identification of the causal part. Service agents are responsible for properly identifying the causal part on all warranty transactions. In addition to identifying the causal part within...
Reject of the Month - November 2021 - 10/26/2021
... look was taken to verify the primary cause of failure and corresponding labor operation. The service team determined that the valve lifter guide was not the primary cause of failure, the left side lifters were. The labor operation was updated to...
Increased reimbursement rates for maintenance programs - 12/01/2021
... increases were implemented to cover the rising costs of oil and filters necessary to perform the service event. Note: Reimbursement rates for the CPO Maintenance Programs have not changed. The First Maintenance Service Visit includes one oil change visit...
Updates and Reminders - 10/01/2021
... to 10 calendar days effective with job card open date of 9/17/2021 through the end of the year. Service manager pre-approval is not required until the 10th calendar day of the rental. This empowerment expansion has been put into effect to address ongoing...
Getting to Know the PET - 01/03/2022
... in PET, print and attach the document to the hard copy of the job card as well as the transaction. Service management must authorize the policy adjustment prior to the initial transaction submission. To ensure policy compliance, the authorization must...
Customer Enthusiasm Guidelines - 01/27/2022
... in material or workmanship, they recommend a 50% customer participation in the repair. While service management written approval is not required for Customer Enthusiasm repairs, the decision to move forward with these types of repairs should be decided...
Wiring Repair Labor Operations & Required Additional Information - 02/23/2022
... routing view, including the grid location, the connector end view, or the locator view. In Service Information, the connector end view and locator view IDs are unique for each illustration. For harness routing views, a grid is included that provides...
Documentation of Time and Compliance - 02/23/2022
... Repairs states that each policy and warranty job card is to be signed by the customer authorizing Service Agent to perform the requested service/repairs. Authorization must be obtained at initial write-up and PRIOR to any repairs being performed. Customer...
STS Thresholds - 01/27/2022
... Dealer Empowerment sooner by meeting the current threshold. The thresholds for 2022 total Service Training Standards are as follows: 80% at the end of Q1, 85% at the end of Q2, 90% at the end of Q3, and 95% at the end of Q4. Dealers must meet quarterly...
Labor Operation Selection - 12/01/2021
... OLH empowerment. GM does not require a separate clock time for OLH, nor does the service manager have to approve OLH in most cases, but does have to approve the additional parts. When submitting a transaction with consequential damage, attach a...
CSMT App Enhanced - 12/01/2021
A new version of the Certified Service Mobile Toolbox (CSMT) app is available for download. The app will automatically update if your device is set to “automatic updates,” if not, the update may be performed manually in the App Store (Apple)...
Empowerment: - 12/01/2021
... changes have been made to increase focus on those tools that strengthen customer retention in the service lane. It is important to note that not all of the tools are available in all states, or for use in a stop sale or recall situation. In...
Bolt EV/EUV Recall - 12/01/2021
... indicate that training and tool requirements have been met, restrictions are removed. The Service Agent Detail page in GWM provides record of implemented and removed restrictions. Restricted Model Code information is found on the “Other Items...
December 2021 Recall Update - 12/01/2021
... Rear Toe Link Separation: The bulletin has been updated to include revised parts, warranty, service procedure sections, as well as the addition of the customer letter. The recall affects certain 2010-16 Cadillac SRX and 2011-12 Saab 9-4x vehicles. Safety...
January 2022 Recall Update - 01/04/2022
... Rear Toe Link Separation: The recall has been updated to provide a revised warranty and service procedure sections. The bulletin involves certain 2010-16 Cadillac SRX and 2011-12 Saab 9-4x vehicles. Safety Recall N212343880-02 High Voltage Battery...
Simplifying Transportation Transactions - 02/23/2022
... call (888) 414-6322 for assistance with a transportation claim or reject. Follow the prompts for Service and New Vehicle Damage claims. It may sometimes be necessary to submit a transportation transaction, knowing that it will reject, so that the DBC...
Transmission Repair Clock Time - 01/27/2022
... with a transmission repair) must have a separate time punch, documentation to support, and service management authorization. Fifth Clock Time - If it comes to a fifth clock time, this may be time spent putting the transmission back together and back...
Reject of the Month - February 2022 - 01/27/2022
... Burnishing procedure. The vehicle had approximately 34,000 miles on the odometer at the time of service. The warranty administrator applied the Front Disc Brake Pads Replacement labor operation to the claim. Unfortunately, the warranty administrator...
Reject of the Month - October 2021 - 10/01/2021
... Management has been updated to restrict transaction types to the appropriate Business Unit. Service Contract transactions (ZSCT) may only be submitted when the appropriate Business Unit has been selected. Other transaction types, ZREG, ZSSP, ZPDI, ZPTI,...
Reject of the Month - September 2021 - 08/30/2021
... on the rear defroster circuit, they should also be replaced. A 2015 GMC Sierra was in the service department for the completion of the recall. The diagnosing technician ordered the rear sliding window assembly for the vehicle. Once the part came...
Breaking Down Emissions Warranty Coverage - 07/27/2021
... only have coverage of 5 years/50,000 miles, but it covers all Emission related repairs. Service Policies and Procedures Manual, Article 1.2.1, lists the states that have adopted California emissions regulations, including: California, New Jersey,...
Warranty Parts Center Process Requirements - 08/30/2021
... and the parts were not received within 21 days due to a transportation issue, Form A, found in Service Forms in GlobalConnect, must be completed and emailed to the WPC at warrantypartscenterusa@gm.com. This form must be sent within 21 days from the request...
Towing Limitations - 10/01/2021
... During the delivery process of the new vehicle, it should be explained to the customer that this service is free of charge up to the expiration of their Powertrain warranty. Customers can call, utilize their app, or push the blue OnStar button to arrange...
Field Action Status Change Form: CAM-03 - 10/01/2021
... Change Form must be completed. The CAM-03 Vehicle Recall Action Report is located in the Service Forms App in GlobalConnect and it is used to communicate reasons why the dealership is unable to complete a required Field Action assigned to the dealership....
Recalls - 10/26/2021
... may also submit a $600 administrative allowance for recall specific impacts to technician and service department throughput, Business Development Centers, high voltage battery handling and storage, tools and equipment, including forklifts and miscellaneous...
Merry Christmas from jlwarranty - 12/01/2021
... Warranty Help Cards, and the monthly releases of Warranty and the Technician/Warranty and the Service Advisor. The online Warranty Community continues to evolve and grow to provide members with the latest warranty resources. Log on to the community to...
Reject of the Month - May 2021 - 04/29/2021
... damage repairs from the oil loss would be covered by OLH, but not cleaning the PCV. After service management review of the repair procedure in SI, OLH was reduced by 0.3 hrs to account for the PCV cleaning. The transaction was resubmitted and accept...
March 2021 Recall Update - 02/25/2021
... that an internal fault with the brake system control module has been updated to include a revised service procedure. Safety Recall N202322230-01/N202322231-01/N202322232-01/N202322233-01/N202322234-01/N202322235-01 Seat Belt May Not Be Properly...
... to 10 calendar days effective with job card open date of 9/17/2021 through the end of the year. Service manager pre-approval is not required until the 10th calendar day of the rental. This empowerment expansion has been put into effect to address ongoing...
Getting to Know the PET - 01/03/2022
... in PET, print and attach the document to the hard copy of the job card as well as the transaction. Service management must authorize the policy adjustment prior to the initial transaction submission. To ensure policy compliance, the authorization must...
Customer Enthusiasm Guidelines - 01/27/2022
... in material or workmanship, they recommend a 50% customer participation in the repair. While service management written approval is not required for Customer Enthusiasm repairs, the decision to move forward with these types of repairs should be decided...
Wiring Repair Labor Operations & Required Additional Information - 02/23/2022
... routing view, including the grid location, the connector end view, or the locator view. In Service Information, the connector end view and locator view IDs are unique for each illustration. For harness routing views, a grid is included that provides...
Documentation of Time and Compliance - 02/23/2022
... Repairs states that each policy and warranty job card is to be signed by the customer authorizing Service Agent to perform the requested service/repairs. Authorization must be obtained at initial write-up and PRIOR to any repairs being performed. Customer...
STS Thresholds - 01/27/2022
... Dealer Empowerment sooner by meeting the current threshold. The thresholds for 2022 total Service Training Standards are as follows: 80% at the end of Q1, 85% at the end of Q2, 90% at the end of Q3, and 95% at the end of Q4. Dealers must meet quarterly...
Labor Operation Selection - 12/01/2021
... OLH empowerment. GM does not require a separate clock time for OLH, nor does the service manager have to approve OLH in most cases, but does have to approve the additional parts. When submitting a transaction with consequential damage, attach a...
CSMT App Enhanced - 12/01/2021
A new version of the Certified Service Mobile Toolbox (CSMT) app is available for download. The app will automatically update if your device is set to “automatic updates,” if not, the update may be performed manually in the App Store (Apple)...
Empowerment: - 12/01/2021
... changes have been made to increase focus on those tools that strengthen customer retention in the service lane. It is important to note that not all of the tools are available in all states, or for use in a stop sale or recall situation. In...
Bolt EV/EUV Recall - 12/01/2021
... indicate that training and tool requirements have been met, restrictions are removed. The Service Agent Detail page in GWM provides record of implemented and removed restrictions. Restricted Model Code information is found on the “Other Items...
December 2021 Recall Update - 12/01/2021
... Rear Toe Link Separation: The bulletin has been updated to include revised parts, warranty, service procedure sections, as well as the addition of the customer letter. The recall affects certain 2010-16 Cadillac SRX and 2011-12 Saab 9-4x vehicles. Safety...
January 2022 Recall Update - 01/04/2022
... Rear Toe Link Separation: The recall has been updated to provide a revised warranty and service procedure sections. The bulletin involves certain 2010-16 Cadillac SRX and 2011-12 Saab 9-4x vehicles. Safety Recall N212343880-02 High Voltage Battery...
Simplifying Transportation Transactions - 02/23/2022
... call (888) 414-6322 for assistance with a transportation claim or reject. Follow the prompts for Service and New Vehicle Damage claims. It may sometimes be necessary to submit a transportation transaction, knowing that it will reject, so that the DBC...
Transmission Repair Clock Time - 01/27/2022
... with a transmission repair) must have a separate time punch, documentation to support, and service management authorization. Fifth Clock Time - If it comes to a fifth clock time, this may be time spent putting the transmission back together and back...
Reject of the Month - February 2022 - 01/27/2022
... Burnishing procedure. The vehicle had approximately 34,000 miles on the odometer at the time of service. The warranty administrator applied the Front Disc Brake Pads Replacement labor operation to the claim. Unfortunately, the warranty administrator...
Reject of the Month - October 2021 - 10/01/2021
... Management has been updated to restrict transaction types to the appropriate Business Unit. Service Contract transactions (ZSCT) may only be submitted when the appropriate Business Unit has been selected. Other transaction types, ZREG, ZSSP, ZPDI, ZPTI,...
Reject of the Month - September 2021 - 08/30/2021
... on the rear defroster circuit, they should also be replaced. A 2015 GMC Sierra was in the service department for the completion of the recall. The diagnosing technician ordered the rear sliding window assembly for the vehicle. Once the part came...
Breaking Down Emissions Warranty Coverage - 07/27/2021
... only have coverage of 5 years/50,000 miles, but it covers all Emission related repairs. Service Policies and Procedures Manual, Article 1.2.1, lists the states that have adopted California emissions regulations, including: California, New Jersey,...
Warranty Parts Center Process Requirements - 08/30/2021
... and the parts were not received within 21 days due to a transportation issue, Form A, found in Service Forms in GlobalConnect, must be completed and emailed to the WPC at warrantypartscenterusa@gm.com. This form must be sent within 21 days from the request...
Towing Limitations - 10/01/2021
... During the delivery process of the new vehicle, it should be explained to the customer that this service is free of charge up to the expiration of their Powertrain warranty. Customers can call, utilize their app, or push the blue OnStar button to arrange...
Field Action Status Change Form: CAM-03 - 10/01/2021
... Change Form must be completed. The CAM-03 Vehicle Recall Action Report is located in the Service Forms App in GlobalConnect and it is used to communicate reasons why the dealership is unable to complete a required Field Action assigned to the dealership....
Recalls - 10/26/2021
... may also submit a $600 administrative allowance for recall specific impacts to technician and service department throughput, Business Development Centers, high voltage battery handling and storage, tools and equipment, including forklifts and miscellaneous...
Merry Christmas from jlwarranty - 12/01/2021
... Warranty Help Cards, and the monthly releases of Warranty and the Technician/Warranty and the Service Advisor. The online Warranty Community continues to evolve and grow to provide members with the latest warranty resources. Log on to the community to...
Reject of the Month - May 2021 - 04/29/2021
... damage repairs from the oil loss would be covered by OLH, but not cleaning the PCV. After service management review of the repair procedure in SI, OLH was reduced by 0.3 hrs to account for the PCV cleaning. The transaction was resubmitted and accept...
March 2021 Recall Update - 02/25/2021
... that an internal fault with the brake system control module has been updated to include a revised service procedure. Safety Recall N202322230-01/N202322231-01/N202322232-01/N202322233-01/N202322234-01/N202322235-01 Seat Belt May Not Be Properly...
Certified Pre-Owned Warranty - 01/27/2021
... App Center). In the app, access “Program Operations” and click “Service Labor Time Codes” to determine if a repair/labor operation requires pre-approval. Enter the part name or labor operation in the “Find an Item”...
Pre-Repair Authorization - 07/27/2021
... well as include additional items that will require GM Pre-Repair Authorization via the Certified Service Mobile Toolbox (CSMT). The latest version was released on July 1, 2021 and now includes the addition of OEM/LPO Assist Steps and 2019-21 model...
Paint Blending/Tinting - 06/29/2021
... original concern. The lines may reject as a pyramid repair, however, and if that happens, service management approval is required with a signature, date, time, and explanation. With all paint claims, don’t forget to claim paint mix time and material...
July 2021 Recall Update - 06/29/2021
... Bag Takata Inflator PG6: The recall bulletin has been revised to update the Parts, Warranty, and Service Procedure. New labor codes are available for LD and HD vehicles as well as a new part number for the HD pickup front passenger airbag inflator kit...
PDI Accessories - 06/29/2021
... 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 revenue simply because they are not accounting for this additional time. A job card...
New Vehicle Inspections - 04/29/2021
... that may occur after the time of delivery. Under the STI Delivery Process, (for a participating service agent) GM has arranged for insurance on the vehicles while they are unattended. Carriers are to park vehicle(s) in a secure, predetermined location...
Severe Transportation Damage Guidelines - 04/29/2021
... damage will be repairable and others will not, based on FMVSS guidelines. GM will advise the Service Agent how to proceed with the claim. Bolt-on parts or replacement parts not requiring welding (i.e., wheels, tires, radios, batteries, glass, windshields,...
May 2021 Recall Update - 04/29/2021
... requires reprogramming of the ECM. Safety Recall N202325160-01 Battery Cable Short Circuit: The service procedure within the bulletin has been updated to include an inspection of the positive battery cable anti-rotation tab. The recall applies to 2021...
Wiring Repair Labor Operations and Required Additional Information - 05/26/2021
... routing view, including the grid location, the connector end view, or the locator view. In Service Information, the connector end view and locator view IDs are unique for each illustration. For harness routing views, a grid is included that provides...
Cause of Failure Procedures - 08/22/2022
... so it is important to keep the discussion going. The following statement is found within Service Policies and Procedures Manual, Article 6.2.4, and is worth sharing with your technicians regarding cause of failure documentation: This section should contain...
Reject of the Month - July 2022 - 06/20/2022
... compliance prior to submission (e.g. customer signature or compliant management authorization, service management authorization, time documentation, etc). Additionally, when naming attached files, specify what the files are, for example: sublet invoice,...
New Rental Policy Guidelines - 05/25/2022
... for your customer. When the negotiated daily rate exceeds program allowance, contact your District Service Manager (DVM) to let them know your unique circumstances after procuring the rental and getting your customer back on the road. The published standard...
Air Conditioning Guidelines - 05/25/2022
... oil) is used during the repair as called out in SI. There are multiple PAG oils released to service vehicles with R-1234yf. These oils cannot be mixed and are not interchangeable with GM’s Universal R-134a PAG oil. The parts department must...
June 2022 Recall Update - 05/25/2022
... side roof rail airbag may have had incompatible electrical terminals installed during offline service at the assembly plant. The recall affects approximately 23 vehicles. Emission Recall N212354170-02 DPF Regeneration Temperature: The recall has...
Missed Revenue - 05/25/2022
... dealer when expediting a part are not attached to support the reimbursement requests. Both the service and parts teams should be familiar with the policy requirements associated with claiming these charges. When attempting to claims costs associated...
Customer Concern Not Duplicated Labor Operations - 04/26/2022
... used on the dealers’ stock vehicles, new or used. Customer concerns that may be addressed by service management without the involvement of a skilled technician are not eligible for CCND reimbursement. Technicians must be properly trained in the...
More on Transportation Claims - 03/28/2022
... panel, corner/center post, frame, any damage requiring welding, or substantial frame damage. Service managers should be involved in all transportation damage suspected of being extensive. Complete the walk-around inspection noting all damage on the delivery...
November2022 Recall Update - 10/28/2022
... recall bulletin has been revised to include a copy of the customer letter and provide a revised service procedure. The recall affects certain 2022-23 Chevrolet Equinox and 2022 GMC Terrain vehicles. Customer Satisfaction Recall N222379820 Essential...
Rental Reimbursement - 11/21/2022
... to get the 3rd party rental agency to work with you on daily rental pricing, contact your District Service Manager (DVM) via email after you have put your customer in their needed rental vehicle. The CTP program allows for daily rental reimbursement...
Transportation Claims and Related Damage - 09/26/2022
... photographs of any related damage to support the claim and subsequent repair are necessary. The Service Policies & Procedures Manual - Transportation, Vehicle Storage and PDI Policy has this example: A Delivery Receipt was noted with exception 22025...
February 2023 Recall Update - 01/24/2023
... 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 1500 New, Traverse, GMC Sierra 1500...
The Letter of Notification (LON) - 01/04/2023
... Maintain a copy of the LON with the job card. A copy of the LON is available in the Service P&P Manual-Transportation, Vehicle Storage, and PDI Policy Article 1.1.5....
Empowerment Limits - 01/04/2023
... approach with the agreement that claims will follow warranty terms and comply with Service Policies and Procedures....
Transportation Panel Replacement Labor Operations - 02/28/2023
... vehicle” means vehicles that have not been sold, titled, registered, or in-use, or service. Labor operations for panels damaged during transport that require replacement are found in the Labor Time Guide under the General Information tab. Select...
Reject of the Month - March 2023 - 02/28/2023
... part group 08.800-08.999 are general fluids, lubricants, sealers, nuts, and bolts. Review of the service procedure in SI may provide additional details in support of the above two seals as well as communicating further with the technician. The...
... App Center). In the app, access “Program Operations” and click “Service Labor Time Codes” to determine if a repair/labor operation requires pre-approval. Enter the part name or labor operation in the “Find an Item”...
Pre-Repair Authorization - 07/27/2021
... well as include additional items that will require GM Pre-Repair Authorization via the Certified Service Mobile Toolbox (CSMT). The latest version was released on July 1, 2021 and now includes the addition of OEM/LPO Assist Steps and 2019-21 model...
Paint Blending/Tinting - 06/29/2021
... original concern. The lines may reject as a pyramid repair, however, and if that happens, service management approval is required with a signature, date, time, and explanation. With all paint claims, don’t forget to claim paint mix time and material...
July 2021 Recall Update - 06/29/2021
... Bag Takata Inflator PG6: The recall bulletin has been revised to update the Parts, Warranty, and Service Procedure. New labor codes are available for LD and HD vehicles as well as a new part number for the HD pickup front passenger airbag inflator kit...
PDI Accessories - 06/29/2021
... 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 revenue simply because they are not accounting for this additional time. A job card...
New Vehicle Inspections - 04/29/2021
... that may occur after the time of delivery. Under the STI Delivery Process, (for a participating service agent) GM has arranged for insurance on the vehicles while they are unattended. Carriers are to park vehicle(s) in a secure, predetermined location...
Severe Transportation Damage Guidelines - 04/29/2021
... damage will be repairable and others will not, based on FMVSS guidelines. GM will advise the Service Agent how to proceed with the claim. Bolt-on parts or replacement parts not requiring welding (i.e., wheels, tires, radios, batteries, glass, windshields,...
May 2021 Recall Update - 04/29/2021
... requires reprogramming of the ECM. Safety Recall N202325160-01 Battery Cable Short Circuit: The service procedure within the bulletin has been updated to include an inspection of the positive battery cable anti-rotation tab. The recall applies to 2021...
Wiring Repair Labor Operations and Required Additional Information - 05/26/2021
... routing view, including the grid location, the connector end view, or the locator view. In Service Information, the connector end view and locator view IDs are unique for each illustration. For harness routing views, a grid is included that provides...
Cause of Failure Procedures - 08/22/2022
... so it is important to keep the discussion going. The following statement is found within Service Policies and Procedures Manual, Article 6.2.4, and is worth sharing with your technicians regarding cause of failure documentation: This section should contain...
Reject of the Month - July 2022 - 06/20/2022
... compliance prior to submission (e.g. customer signature or compliant management authorization, service management authorization, time documentation, etc). Additionally, when naming attached files, specify what the files are, for example: sublet invoice,...
New Rental Policy Guidelines - 05/25/2022
... for your customer. When the negotiated daily rate exceeds program allowance, contact your District Service Manager (DVM) to let them know your unique circumstances after procuring the rental and getting your customer back on the road. The published standard...
Air Conditioning Guidelines - 05/25/2022
... oil) is used during the repair as called out in SI. There are multiple PAG oils released to service vehicles with R-1234yf. These oils cannot be mixed and are not interchangeable with GM’s Universal R-134a PAG oil. The parts department must...
June 2022 Recall Update - 05/25/2022
... side roof rail airbag may have had incompatible electrical terminals installed during offline service at the assembly plant. The recall affects approximately 23 vehicles. Emission Recall N212354170-02 DPF Regeneration Temperature: The recall has...
Missed Revenue - 05/25/2022
... dealer when expediting a part are not attached to support the reimbursement requests. Both the service and parts teams should be familiar with the policy requirements associated with claiming these charges. When attempting to claims costs associated...
Customer Concern Not Duplicated Labor Operations - 04/26/2022
... used on the dealers’ stock vehicles, new or used. Customer concerns that may be addressed by service management without the involvement of a skilled technician are not eligible for CCND reimbursement. Technicians must be properly trained in the...
More on Transportation Claims - 03/28/2022
... panel, corner/center post, frame, any damage requiring welding, or substantial frame damage. Service managers should be involved in all transportation damage suspected of being extensive. Complete the walk-around inspection noting all damage on the delivery...
November2022 Recall Update - 10/28/2022
... recall bulletin has been revised to include a copy of the customer letter and provide a revised service procedure. The recall affects certain 2022-23 Chevrolet Equinox and 2022 GMC Terrain vehicles. Customer Satisfaction Recall N222379820 Essential...
Rental Reimbursement - 11/21/2022
... to get the 3rd party rental agency to work with you on daily rental pricing, contact your District Service Manager (DVM) via email after you have put your customer in their needed rental vehicle. The CTP program allows for daily rental reimbursement...
Transportation Claims and Related Damage - 09/26/2022
... photographs of any related damage to support the claim and subsequent repair are necessary. The Service Policies & Procedures Manual - Transportation, Vehicle Storage and PDI Policy has this example: A Delivery Receipt was noted with exception 22025...
February 2023 Recall Update - 01/24/2023
... 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 1500 New, Traverse, GMC Sierra 1500...
The Letter of Notification (LON) - 01/04/2023
... Maintain a copy of the LON with the job card. A copy of the LON is available in the Service P&P Manual-Transportation, Vehicle Storage, and PDI Policy Article 1.1.5....
Empowerment Limits - 01/04/2023
... approach with the agreement that claims will follow warranty terms and comply with Service Policies and Procedures....
Transportation Panel Replacement Labor Operations - 02/28/2023
... vehicle” means vehicles that have not been sold, titled, registered, or in-use, or service. Labor operations for panels damaged during transport that require replacement are found in the Labor Time Guide under the General Information tab. Select...
Reject of the Month - March 2023 - 02/28/2023
... part group 08.800-08.999 are general fluids, lubricants, sealers, nuts, and bolts. Review of the service procedure in SI may provide additional details in support of the above two seals as well as communicating further with the technician. The...
Concern Not Duplicated Labor Operations - 02/26/2024
... can’t be used in conjunction with a repair labor operation of the same group. Additionally: Service advisors must document on the job card the circumstances leading to the use of the CCND labor operation. Published labor time is the maximum time...
GM Accessories Employee Discount Program - 01/29/2024
... and included on the vehicle’s window label and invoice), GM Genuine Parts, ACDelco parts, service parts, or Performance Parts. The program is in effect until January 4, 2025....
Field Action Vehicle Status Change Form (CAM03) - 03/23/2024
... address/telephone number change for the current owner. The CAM-03 form is available in the Service Forms app within the General Information tab. The form is designed for electronic submission. Once complete it should be emailed with photos and...
Start the Year Off Strong - 12/26/2023
... Claim Code, or supporting job card / invoice for a part warranty transaction. Coach the service advisor and technician team on the importance of reviewing IVH to make sure that the field action is open and hasn’t be previously performed,...
Warranty Administrator Tips - 10/25/2023
... the vehicle can go back to the repairing technician for resolution before the vehicle leaves the service department. All engine and transmission repairs also go directly to the warranty administrator for review, making sure the old and new serial...
Reducing Rejected Transactions - 11/29/2023
... Management. Go to the Analyze Warranty tab then select View Warranty Analysis Reports. Under Service Agent Reports, select Summary by Reject Reasons. Listed will be the reject reason description and to the far right, the number of times that reject has...
Merry Christmas from jlwarranty - 11/29/2023
... Warranty Help Cards, and the monthly releases of Warranty and the Technician/Warranty and the Service Advisor. The online Warranty Community continues to evolve and grow to provide members with the latest warranty resources. Log on to the community to...
Shop Supplies and Waste Disposal Fees - 05/23/2023
... charges Crates used for engines and transmissions Sealants used as a gasket and prescribed by a service manual procedure or bulletin are eligible for reimbursement. When submitting a transaction, dealers are to use the GM part number (if applicable),...
Powertrain Components and Part Warranty - 03/23/2023
... all consumer directed warranties. There is a GM Powertrain Warranty Form in GlobalConnect in the Service Forms app. It can be found in the Engine/Propulsion tab. Other warranty forms may be found in the Parts and Accessories Policies and Procedures Manual....
Policy Repair Exceptions - 08/29/2023
... total warranty repair cost and the agreed amount of Policy assistance is entered in the Customer/Service Agent Participation field of the transaction. Reminder: The total GM Policy assistance must never exceed the total repair cost at warranty...
Year End Submission - 10/25/2023
... was reduced to GM labour file time. N/A In those cases, the reject cannot be authorized by the Service Agent or Wholesale. It must be corrected and resubmitted. ...
Accessory Catalog Offerings - 06/26/2023
... sale and adds the warranty. The transaction type to add the accessories is ZSET. Select the “Service Agent Installed Option” radio button with the transaction submission. The labor operations may be found in the General Information/Dealer...
Technician Documentation Requirements - 08/29/2023
... to justify replacement, as opposed to repair. Cost comparison worksheets are available in Service Forms. Parts pricing printouts are also acceptable. Old and new engine and transmission serial numbers. ...
Technician Documentation Requirements - 08/29/2023
... to justify replacement, as opposed to repair. Cost comparison worksheets are available in Service Forms. Parts pricing printouts are also acceptable. Old and new engine and transmission serial numbers. ...
Pre-Repair Authorization - 08/29/2023
... in mid-August to include a new component that became available for GM PRA via the Certified Service Mobile Toolbox (CSMT) app on August 21, 2023. *2022-Current Model Year IP Extension/Upper Trim Panel. The associated labor operations: 1032590,...
August 2023 Recall Update - 07/25/2023
... Cruise and Surround Vision System Activation: The recall procedure has been revised to update the service procedure. Certain 2023 Cadillac LYRIQ vehicles are included in the recall population. Special Coverage N232395300 Evaporative Emissions Purge Valve:...
Product Field Action Working Capital Assistance Program - 06/26/2019
... to used vehicles in inventory for those line-makes that the dealer is authorized to sell and service new vehicles at the location, and that are subject to a stop sale/stop delivery order issued on or after 10/1/2016, and where replacement parts or a...
Chemical Spotting and Rail Dust - 07/30/2019
... resulting from rail transportation or storage of the vehicle at or near a rail yard or rail line. Service management is to ensure that a detailed explanation of the condition is recorded on the job card and the condition is promptly repaired. Submit...
Claiming Parts Expediting - 08/27/2019
... 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 GM warranty period. Parts ordered in a standard...
Strategy Based Diagnostics - 08/27/2019
... documentation and OLH time documentation must be separate. Additionally, OLH must be authorized by service management prior to transaction submission. If the time is over the dealership’s empowerment (typically 0.5) the transaction must be GM authorized....
Accuracy - 09/24/2019
... error - unpaid or charged back warranty claims. Beginning at job card 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...
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...
Scrapping Parts & Creating a Parts Scrapping Report - 05/29/2019
... can be found in the Warranty Administration Resource Center app, found in the Global Connect Service Department homepage. Once the app is opened, go to the Training tab and select the arrow to the left of Global Warranty Management System Training Modules....
Air Conditioning Guidelines - 04/22/2019
... oil) is used during the repair as called out in SI. There are multiple PAG oils released to service vehicles with R-1234yf. These oils cannot be mixed and are not interchangeable with GM’s Universal R-134a PAG oil. The parts department must...
June 2019 Recall Update - 05/29/2019
... are included in the recall program. The bulletin has been updated to provide a revision to the service procedure. The condition outlined in the bulletin only exists in lower control arms produced at a specific facility. Control arms produced at other...
... can’t be used in conjunction with a repair labor operation of the same group. Additionally: Service advisors must document on the job card the circumstances leading to the use of the CCND labor operation. Published labor time is the maximum time...
GM Accessories Employee Discount Program - 01/29/2024
... and included on the vehicle’s window label and invoice), GM Genuine Parts, ACDelco parts, service parts, or Performance Parts. The program is in effect until January 4, 2025....
Field Action Vehicle Status Change Form (CAM03) - 03/23/2024
... address/telephone number change for the current owner. The CAM-03 form is available in the Service Forms app within the General Information tab. The form is designed for electronic submission. Once complete it should be emailed with photos and...
Start the Year Off Strong - 12/26/2023
... Claim Code, or supporting job card / invoice for a part warranty transaction. Coach the service advisor and technician team on the importance of reviewing IVH to make sure that the field action is open and hasn’t be previously performed,...
Warranty Administrator Tips - 10/25/2023
... the vehicle can go back to the repairing technician for resolution before the vehicle leaves the service department. All engine and transmission repairs also go directly to the warranty administrator for review, making sure the old and new serial...
Reducing Rejected Transactions - 11/29/2023
... Management. Go to the Analyze Warranty tab then select View Warranty Analysis Reports. Under Service Agent Reports, select Summary by Reject Reasons. Listed will be the reject reason description and to the far right, the number of times that reject has...
Merry Christmas from jlwarranty - 11/29/2023
... Warranty Help Cards, and the monthly releases of Warranty and the Technician/Warranty and the Service Advisor. The online Warranty Community continues to evolve and grow to provide members with the latest warranty resources. Log on to the community to...
Shop Supplies and Waste Disposal Fees - 05/23/2023
... charges Crates used for engines and transmissions Sealants used as a gasket and prescribed by a service manual procedure or bulletin are eligible for reimbursement. When submitting a transaction, dealers are to use the GM part number (if applicable),...
Powertrain Components and Part Warranty - 03/23/2023
... all consumer directed warranties. There is a GM Powertrain Warranty Form in GlobalConnect in the Service Forms app. It can be found in the Engine/Propulsion tab. Other warranty forms may be found in the Parts and Accessories Policies and Procedures Manual....
Policy Repair Exceptions - 08/29/2023
... total warranty repair cost and the agreed amount of Policy assistance is entered in the Customer/Service Agent Participation field of the transaction. Reminder: The total GM Policy assistance must never exceed the total repair cost at warranty...
Year End Submission - 10/25/2023
... was reduced to GM labour file time. N/A In those cases, the reject cannot be authorized by the Service Agent or Wholesale. It must be corrected and resubmitted. ...
Accessory Catalog Offerings - 06/26/2023
... sale and adds the warranty. The transaction type to add the accessories is ZSET. Select the “Service Agent Installed Option” radio button with the transaction submission. The labor operations may be found in the General Information/Dealer...
Technician Documentation Requirements - 08/29/2023
... to justify replacement, as opposed to repair. Cost comparison worksheets are available in Service Forms. Parts pricing printouts are also acceptable. Old and new engine and transmission serial numbers. ...
Technician Documentation Requirements - 08/29/2023
... to justify replacement, as opposed to repair. Cost comparison worksheets are available in Service Forms. Parts pricing printouts are also acceptable. Old and new engine and transmission serial numbers. ...
Pre-Repair Authorization - 08/29/2023
... in mid-August to include a new component that became available for GM PRA via the Certified Service Mobile Toolbox (CSMT) app on August 21, 2023. *2022-Current Model Year IP Extension/Upper Trim Panel. The associated labor operations: 1032590,...
August 2023 Recall Update - 07/25/2023
... Cruise and Surround Vision System Activation: The recall procedure has been revised to update the service procedure. Certain 2023 Cadillac LYRIQ vehicles are included in the recall population. Special Coverage N232395300 Evaporative Emissions Purge Valve:...
Product Field Action Working Capital Assistance Program - 06/26/2019
... to used vehicles in inventory for those line-makes that the dealer is authorized to sell and service new vehicles at the location, and that are subject to a stop sale/stop delivery order issued on or after 10/1/2016, and where replacement parts or a...
Chemical Spotting and Rail Dust - 07/30/2019
... resulting from rail transportation or storage of the vehicle at or near a rail yard or rail line. Service management is to ensure that a detailed explanation of the condition is recorded on the job card and the condition is promptly repaired. Submit...
Claiming Parts Expediting - 08/27/2019
... 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 GM warranty period. Parts ordered in a standard...
Strategy Based Diagnostics - 08/27/2019
... documentation and OLH time documentation must be separate. Additionally, OLH must be authorized by service management prior to transaction submission. If the time is over the dealership’s empowerment (typically 0.5) the transaction must be GM authorized....
Accuracy - 09/24/2019
... error - unpaid or charged back warranty claims. Beginning at job card 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...
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...
Scrapping Parts & Creating a Parts Scrapping Report - 05/29/2019
... can be found in the Warranty Administration Resource Center app, found in the Global Connect Service Department homepage. Once the app is opened, go to the Training tab and select the arrow to the left of Global Warranty Management System Training Modules....
Air Conditioning Guidelines - 04/22/2019
... oil) is used during the repair as called out in SI. There are multiple PAG oils released to service vehicles with R-1234yf. These oils cannot be mixed and are not interchangeable with GM’s Universal R-134a PAG oil. The parts department must...
June 2019 Recall Update - 05/29/2019
... are included in the recall program. The bulletin has been updated to provide a revision to the service procedure. The condition outlined in the bulletin only exists in lower control arms produced at a specific facility. Control arms produced at other...
April 2019 Recall Update - 03/27/2019
Safety Recall 15595B: Loss of Steering Assist: The bulletin has been revised to include an update to the parts list, service procedure, and labor time changes in the warranty information section. The recall affects certain 2015 Chevrolet Colorado and...
Panel and Rust Through Repairs - 08/20/2018
... may support the repairs made if a transaction rejects for exceeding the straight time limit. Service management must approve every straight time repair with their signature, date, time, and explanation before the transaction is submitted to GM. Both...
Dealer empowerment program - 10/24/2018
... are indicated by selecting the appropriate radio button at transaction submission as well as with service management authorization for the out of warranty repair. Policy flag Goodwill: Goodwill assistance expenditures are made to satisfy the...
Employee Discount Program - 10/23/2018
All salaried and hourly GM employees have received an additional five unique Certified Service GM Employee Discount authorizations that are valid through December 31, 2018. The authorizations may be used on their own vehicles or they may be shared with...
December 2018 Recall Update - 11/29/2018
... The recall bulletin has been revised to include the rear seatbelt retractor replacement in the service procedure section and to include a copy of the customer notification letter. The recall population includes certain 2018-19 Cadillac CT6, Escalade...
Authorization Updates - 01/21/2019
Service management authorization requirements have been updated, effective with job cards dated on or after January 15, 2019, unless otherwise previously announced. The updates are intended to reduce and simplify the manager’s workload. Separate ...
January 2019 Recall Update - 12/19/2018
... Camaro vehicles. The parts section now clarifies the shelf life of the wax, how many vehicles are serviced by a can of wax, and how to charge the wax out on the job card. Emission Recall 18239-01: ECM Circuit Board Connection Failure: The bulletin...
Reject of the Month - 01/21/2019
... all dangerous goods shipping regulations, including shipping with Central Transport. The service manager discussed the claim with the WSC, and determined that the issue was due to fuel remaining in the components returned to the WPC. After review,...
Claim Pre-Approval Request Form - 01/21/2019
... category options. The newly added check boxes include: Policy on vehicle with aftermarket service contract, Policy on buyback vehicles, CPO restricted labor operation repair, and Blocked warranty repair. These four new options have been added to...
Recall Notes - 01/28/2020
... letters were sent out to vehicle owners in November 2019 advising them to contact their local service department for the recall repair. Upon completion, the owner may visit the redemption website: www.takatarepair.com/50 to submit an application for...
Recall Tip - 02/27/2020
... hrs labor) to close recall N192261050. If only one of the recall bulletins is open at the time of service, proceed with the reprogramming as described within the bulletin. If the correct calibration has already been programmed into the EBCM, SPS will...
Warranty Parts Center Paperwork - 02/27/2020
... any documentation regarding GM representative involvement such as the Field Service Engineer, Brand Quality Manager, or District Manager Aftersales. Last year GM updated bulletin 99-00-89-019 and one of the updates involves customer personal data and...
Pre-Repair Authorization - 10/23/2019
... added to the list. The component replacements all require prior approval through the Certified Service Mobile Toolbox (CSMT) app. It is not necessary to obtain pre-repair authorization when repairing a component or when replacing a sub-component, replacing...
Warranty Analysis Reports - 10/23/2019
... viewing your average warranty transaction payment period? Select the Average Payment Period from Service Agent Reports where data may be displayed in a 12-month or 24-month period. The report shows the average time it takes from repair completion to...
Diagnostic Time Self Review - 01/03/2020
... an action plan to resolve those concerns. The plan of action may be to work with the service manager to educate technicians on the importance of documentation or identifying why a specific technician consistently requests full diagnostic time with...
Some Warranty Parts Center Process Requirements - 12/02/2019
... and the parts were not received within 21 days due to a transportation issue, Form A, found in Service Forms in GlobalConnect, must be completed and emailed to the WPC at warrantypartscenterusa@gm.com. This form must be sent within 21 days from the request...
Warranty Analysis - 01/03/2020
... credentials do not allow access to the tools available in the Analyze Warranty tab, work with service management to print or export the reports for analysis. ...
Battery Transaction Requirements - 11/25/2020
... Code in the field. The reimbursement check number must be documented on the job card and the service agent must retain the customer’s original paid receipt/invoice. Batteries on connected vehicles that require replacement due to SAC001/Red...
NOVEMBER 2020 RECALL UPDATE - 10/27/2020
... pump belt. Special Coverage A192219310-01 Radiator Leaks-Maven Vehicles: The parts table and service procedure has been updated in the special coverage bulletin. Certain 2015-19 Chevrolet Trax vehicles are included in the program. Emission...
Reject of the Month - September 2020 - 08/25/2020
3 C's: Review of recent Mail Out Reviews have shown that 3 C’s continue to raise issue with GMAS (GM Audit Services). Documentation that is not supportive, incomplete, or simply missing is subject to debit. Additionally, instances where documentation...
September 2020 Recall Update - 08/25/2020
... Refrigerant Leak: The special coverage bulletin has been updated to reflect the revised service procedure for the air conditioning condenser replacement, revised labor times, and most recently additional part ordering information. The labor time now...
CSMT PRA Process - 09/22/2020
... Authorization. Best Practice: Take photos of the issue while the vehicle and customer are in the service drive. The CSMT PRA process is not to be confused with the Claim Pre-Approval process through the Aftersales Empowerment portal or the Tire PRA...
Reject of the Month - July 2020 - 06/23/2020
... the allowance for labor code xxxxxxx and error code 122: This transaction was reviewed by a GM Service Manager and rejected. The WSC agent required review of the job card and OLH punch times. The following concerns were noted with the reject: the “out”...
Parts Retention - 05/29/2020
... of the key points in the Required Operating Procedures bulletin outlining key GM requirements for service operations. If parts are not where they are supposed to be in your parts department, your entire transaction can and most likely will be charge...
Reject of the Month - June 2020 - 05/29/2020
... 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 was missing. Or in some cases the part cannot be returned, at which point the...
Safety Recall 15595B: Loss of Steering Assist: The bulletin has been revised to include an update to the parts list, service procedure, and labor time changes in the warranty information section. The recall affects certain 2015 Chevrolet Colorado and...
Panel and Rust Through Repairs - 08/20/2018
... may support the repairs made if a transaction rejects for exceeding the straight time limit. Service management must approve every straight time repair with their signature, date, time, and explanation before the transaction is submitted to GM. Both...
Dealer empowerment program - 10/24/2018
... are indicated by selecting the appropriate radio button at transaction submission as well as with service management authorization for the out of warranty repair. Policy flag Goodwill: Goodwill assistance expenditures are made to satisfy the...
Employee Discount Program - 10/23/2018
All salaried and hourly GM employees have received an additional five unique Certified Service GM Employee Discount authorizations that are valid through December 31, 2018. The authorizations may be used on their own vehicles or they may be shared with...
December 2018 Recall Update - 11/29/2018
... The recall bulletin has been revised to include the rear seatbelt retractor replacement in the service procedure section and to include a copy of the customer notification letter. The recall population includes certain 2018-19 Cadillac CT6, Escalade...
Authorization Updates - 01/21/2019
Service management authorization requirements have been updated, effective with job cards dated on or after January 15, 2019, unless otherwise previously announced. The updates are intended to reduce and simplify the manager’s workload. Separate ...
January 2019 Recall Update - 12/19/2018
... Camaro vehicles. The parts section now clarifies the shelf life of the wax, how many vehicles are serviced by a can of wax, and how to charge the wax out on the job card. Emission Recall 18239-01: ECM Circuit Board Connection Failure: The bulletin...
Reject of the Month - 01/21/2019
... all dangerous goods shipping regulations, including shipping with Central Transport. The service manager discussed the claim with the WSC, and determined that the issue was due to fuel remaining in the components returned to the WPC. After review,...
Claim Pre-Approval Request Form - 01/21/2019
... category options. The newly added check boxes include: Policy on vehicle with aftermarket service contract, Policy on buyback vehicles, CPO restricted labor operation repair, and Blocked warranty repair. These four new options have been added to...
Recall Notes - 01/28/2020
... letters were sent out to vehicle owners in November 2019 advising them to contact their local service department for the recall repair. Upon completion, the owner may visit the redemption website: www.takatarepair.com/50 to submit an application for...
Recall Tip - 02/27/2020
... hrs labor) to close recall N192261050. If only one of the recall bulletins is open at the time of service, proceed with the reprogramming as described within the bulletin. If the correct calibration has already been programmed into the EBCM, SPS will...
Warranty Parts Center Paperwork - 02/27/2020
... any documentation regarding GM representative involvement such as the Field Service Engineer, Brand Quality Manager, or District Manager Aftersales. Last year GM updated bulletin 99-00-89-019 and one of the updates involves customer personal data and...
Pre-Repair Authorization - 10/23/2019
... added to the list. The component replacements all require prior approval through the Certified Service Mobile Toolbox (CSMT) app. It is not necessary to obtain pre-repair authorization when repairing a component or when replacing a sub-component, replacing...
Warranty Analysis Reports - 10/23/2019
... viewing your average warranty transaction payment period? Select the Average Payment Period from Service Agent Reports where data may be displayed in a 12-month or 24-month period. The report shows the average time it takes from repair completion to...
Diagnostic Time Self Review - 01/03/2020
... an action plan to resolve those concerns. The plan of action may be to work with the service manager to educate technicians on the importance of documentation or identifying why a specific technician consistently requests full diagnostic time with...
Some Warranty Parts Center Process Requirements - 12/02/2019
... and the parts were not received within 21 days due to a transportation issue, Form A, found in Service Forms in GlobalConnect, must be completed and emailed to the WPC at warrantypartscenterusa@gm.com. This form must be sent within 21 days from the request...
Warranty Analysis - 01/03/2020
... credentials do not allow access to the tools available in the Analyze Warranty tab, work with service management to print or export the reports for analysis. ...
Battery Transaction Requirements - 11/25/2020
... Code in the field. The reimbursement check number must be documented on the job card and the service agent must retain the customer’s original paid receipt/invoice. Batteries on connected vehicles that require replacement due to SAC001/Red...
NOVEMBER 2020 RECALL UPDATE - 10/27/2020
... pump belt. Special Coverage A192219310-01 Radiator Leaks-Maven Vehicles: The parts table and service procedure has been updated in the special coverage bulletin. Certain 2015-19 Chevrolet Trax vehicles are included in the program. Emission...
Reject of the Month - September 2020 - 08/25/2020
3 C's: Review of recent Mail Out Reviews have shown that 3 C’s continue to raise issue with GMAS (GM Audit Services). Documentation that is not supportive, incomplete, or simply missing is subject to debit. Additionally, instances where documentation...
September 2020 Recall Update - 08/25/2020
... Refrigerant Leak: The special coverage bulletin has been updated to reflect the revised service procedure for the air conditioning condenser replacement, revised labor times, and most recently additional part ordering information. The labor time now...
CSMT PRA Process - 09/22/2020
... Authorization. Best Practice: Take photos of the issue while the vehicle and customer are in the service drive. The CSMT PRA process is not to be confused with the Claim Pre-Approval process through the Aftersales Empowerment portal or the Tire PRA...
Reject of the Month - July 2020 - 06/23/2020
... the allowance for labor code xxxxxxx and error code 122: This transaction was reviewed by a GM Service Manager and rejected. The WSC agent required review of the job card and OLH punch times. The following concerns were noted with the reject: the “out”...
Parts Retention - 05/29/2020
... of the key points in the Required Operating Procedures bulletin outlining key GM requirements for service operations. If parts are not where they are supposed to be in your parts department, your entire transaction can and most likely will be charge...
Reject of the Month - June 2020 - 05/29/2020
... 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 was missing. Or in some cases the part cannot be returned, at which point the...
Incompatible Part - 06/23/2020
... 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 part is not compatible to the labor operation and...
Reject of the Month - 03/26/2018
... net item field of the transaction. Once the transaction had been submitted and rejected, the service manager contacted the Major Damage Liaison to review and process the transportation damage for payment. ...
New Pilot Program Restricting Certain Labor Operations for Certain Zones - 01/22/2018
... consideration, photos and required job card information will need to be sent to the WSC by service management using a new application that is smart phone friendly. Requests will be reviewed by the WSC and a decision will be provided back to dealers within...
June 2018 Recall Update - 05/22/2018
... Recall 17405-01 Incorrect Catalytic Converter: The parts information section within the Service Procedure has been revised with the latest version of the bulletin. The recall affects certain 2018 Cadillac XTS vehicles. Special Coverage 17469 Fuel Leaks...
Repair Time Overlap - 05/22/2018
... a fair time should be. Your technicians should be consulted in making that determination and the service manager is ultimately responsible for the reasonableness of the time claimed....
Associated Accessories - 05/22/2018
... complete assembly by the Associated Accessories Manufacturer, include the manufacturer name, the service part name or GM part number. The Associated Accessory GM Part Number must be entered in the Reference Number field of the GWM transaction. Reimbursement...
Sublet Repair Compliancy - 06/25/2018
... and/or the distance towed. Tow charges must be reasonable and customary for the dealership’s service area and the distance towed. Charges are not to be based on dealer’s labor rates. Most dealership’s towing limit is $130.00. Any amount...
The Product Field Action Vehicle Report (CAM-03) form - 07/23/2018
... date were not processed and returned to the dealer. The new CAM-03 form is available in the Service Forms app within the General Information tab. The new form is designed for electronic submission with a “Click to Email” button at the...
Air Conditioning Season - 04/23/2018
... oil) is used during the repair as called out in SI. There are multiple PAG oils released to service vehicles with R-1234yf. These oils cannot be mixed and are not interchangeable with GM’s Universal R-134a PAG oil. The parts department must...
Policy Evaluation Tool - 09/27/2017
... focuses on the customer’s total GM engagement (e.g. new/used vehicle purchase history, service history), not just the vehicle’s age or mileage. Because PET focuses on the customer, not the individual repair, participation is calculated based...
Important Documents - Bulletins - 10/24/2017
... base. With the bulletin number you are easily able to pull the most recent version from Service Information in GlobalConnect. From SI, select the binocular icon to find a document by its ID, bulletin or campaign # in number search....
Global Support - 12/21/2017
... to a representative. You are able to select from the following topics for assistance: Sales, Service, New Vehicle Damage, Order Fulfillment, Workbench/Application Technical Support, Center of Learning, Certified Pre-Owned. Current Issues: Missing Warranty...
November 2017 Recall Update - 10/24/2017
... through December 31, 2017. The alternate transportation may include one-way or two-way shuttle service, one half day vehicle rental or one full day vehicle rental. Affected vehicle owners that have their vehicles repaired prior to December 31, 2017,...
September 2017 Recall Update - 08/21/2017
... must be routed to the Warranty Support Center for review. Noncompliance Recall 17275-01: Service Headliner Missing Components: The recall bulletin has been revised to include a copy of the customer notification letter. The recall affects certain...
Reject of the Month - Missing Documentation - 08/22/2017
... Global Message GCUS-9-4443 and bulletin 17-NA-242 that address unneeded programming events. The Service Programming System was updated to prohibit or warn users against programming a control module with the same calibration that is already present in...
OptiKleen and DEF - 07/25/2017
... (pallet) in the Parts field with the actual number of quarts of OptiKleen concentrate used to service the vehicle. The maximum number of quarts allowed is 2. DEF Labor operation 0590062 was created in April, 2017, to allow for the reimbursement...
Recall Documentation - 07/25/2017
... and confirm that the VIN displayed on the programming result matches the VIN for the vehicle being serviced. 2.) The technician must record the SPS Warranty Claim Code on the job card; the code is entered with the transaction at submission. These...
Chemical Spotting and Rail Dust - 07/25/2017
... resulting from rail transportation or storage of the vehicle at or near a rail yard or rail line. Service management is to ensure that a detailed explanation of the condition is recorded on the job card and the condition is promptly repaired. Submit...
Reject of the Month - 06/19/2017
... source of the noise was still not found. Authorization was obtained to replace the engine. Service management completed the DMA Pre-Approval Request form to obtain approval for 10 hours OLH. The comments supporting the request stated that the extra...
GM Audit Mail-Out-Review - 02/17/2017
... 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 accuracy and confirmation that...
Noncompliance Debits: Battery / Transmission - 12/21/2016
... that were processed with invalid GR8 battery test codes, transactions showing that proper battery service procedures were not followed, and transactions containing invalid or duplicate TransFlow transmission flush code. If your dealership received a...
The User Options Tab in GWM - 12/21/2016
... on the right may not be removed from the Columns Displayed on Screen list. For example, the service manager would like to analyze the data entered in the labor dependency field as well as the dollar amount of the transactions. Labor Operation Dependency...
Getting to Know the New PET - 05/22/2017
... each case is different and there are many factors that go into the decision making process, service management is responsible for engaging with the customer and making the best business decision possible. To ensure policy compliance, management authorization...
Documentation Updates - 05/22/2017
... to the job card to support the transaction. Open Safety, Emissions, or Non-Compliance Recalls - Service management-added operation authorization and verification/notification is not required when servicing dealer-owned inventory specifically for the...
Attaching A Document - 05/22/2017
... of the applicable technician time documentation and the hard/shop copy of the job card showing service management authorization. There are a few tips to ensuring that the required documents are attached correctly: Individual attachments must be less...
... 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 part is not compatible to the labor operation and...
Reject of the Month - 03/26/2018
... net item field of the transaction. Once the transaction had been submitted and rejected, the service manager contacted the Major Damage Liaison to review and process the transportation damage for payment. ...
New Pilot Program Restricting Certain Labor Operations for Certain Zones - 01/22/2018
... consideration, photos and required job card information will need to be sent to the WSC by service management using a new application that is smart phone friendly. Requests will be reviewed by the WSC and a decision will be provided back to dealers within...
June 2018 Recall Update - 05/22/2018
... Recall 17405-01 Incorrect Catalytic Converter: The parts information section within the Service Procedure has been revised with the latest version of the bulletin. The recall affects certain 2018 Cadillac XTS vehicles. Special Coverage 17469 Fuel Leaks...
Repair Time Overlap - 05/22/2018
... a fair time should be. Your technicians should be consulted in making that determination and the service manager is ultimately responsible for the reasonableness of the time claimed....
Associated Accessories - 05/22/2018
... complete assembly by the Associated Accessories Manufacturer, include the manufacturer name, the service part name or GM part number. The Associated Accessory GM Part Number must be entered in the Reference Number field of the GWM transaction. Reimbursement...
Sublet Repair Compliancy - 06/25/2018
... and/or the distance towed. Tow charges must be reasonable and customary for the dealership’s service area and the distance towed. Charges are not to be based on dealer’s labor rates. Most dealership’s towing limit is $130.00. Any amount...
The Product Field Action Vehicle Report (CAM-03) form - 07/23/2018
... date were not processed and returned to the dealer. The new CAM-03 form is available in the Service Forms app within the General Information tab. The new form is designed for electronic submission with a “Click to Email” button at the...
Air Conditioning Season - 04/23/2018
... oil) is used during the repair as called out in SI. There are multiple PAG oils released to service vehicles with R-1234yf. These oils cannot be mixed and are not interchangeable with GM’s Universal R-134a PAG oil. The parts department must...
Policy Evaluation Tool - 09/27/2017
... focuses on the customer’s total GM engagement (e.g. new/used vehicle purchase history, service history), not just the vehicle’s age or mileage. Because PET focuses on the customer, not the individual repair, participation is calculated based...
Important Documents - Bulletins - 10/24/2017
... base. With the bulletin number you are easily able to pull the most recent version from Service Information in GlobalConnect. From SI, select the binocular icon to find a document by its ID, bulletin or campaign # in number search....
Global Support - 12/21/2017
... to a representative. You are able to select from the following topics for assistance: Sales, Service, New Vehicle Damage, Order Fulfillment, Workbench/Application Technical Support, Center of Learning, Certified Pre-Owned. Current Issues: Missing Warranty...
November 2017 Recall Update - 10/24/2017
... through December 31, 2017. The alternate transportation may include one-way or two-way shuttle service, one half day vehicle rental or one full day vehicle rental. Affected vehicle owners that have their vehicles repaired prior to December 31, 2017,...
September 2017 Recall Update - 08/21/2017
... must be routed to the Warranty Support Center for review. Noncompliance Recall 17275-01: Service Headliner Missing Components: The recall bulletin has been revised to include a copy of the customer notification letter. The recall affects certain...
Reject of the Month - Missing Documentation - 08/22/2017
... Global Message GCUS-9-4443 and bulletin 17-NA-242 that address unneeded programming events. The Service Programming System was updated to prohibit or warn users against programming a control module with the same calibration that is already present in...
OptiKleen and DEF - 07/25/2017
... (pallet) in the Parts field with the actual number of quarts of OptiKleen concentrate used to service the vehicle. The maximum number of quarts allowed is 2. DEF Labor operation 0590062 was created in April, 2017, to allow for the reimbursement...
Recall Documentation - 07/25/2017
... and confirm that the VIN displayed on the programming result matches the VIN for the vehicle being serviced. 2.) The technician must record the SPS Warranty Claim Code on the job card; the code is entered with the transaction at submission. These...
Chemical Spotting and Rail Dust - 07/25/2017
... resulting from rail transportation or storage of the vehicle at or near a rail yard or rail line. Service management is to ensure that a detailed explanation of the condition is recorded on the job card and the condition is promptly repaired. Submit...
Reject of the Month - 06/19/2017
... source of the noise was still not found. Authorization was obtained to replace the engine. Service management completed the DMA Pre-Approval Request form to obtain approval for 10 hours OLH. The comments supporting the request stated that the extra...
GM Audit Mail-Out-Review - 02/17/2017
... 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 accuracy and confirmation that...
Noncompliance Debits: Battery / Transmission - 12/21/2016
... that were processed with invalid GR8 battery test codes, transactions showing that proper battery service procedures were not followed, and transactions containing invalid or duplicate TransFlow transmission flush code. If your dealership received a...
The User Options Tab in GWM - 12/21/2016
... on the right may not be removed from the Columns Displayed on Screen list. For example, the service manager would like to analyze the data entered in the labor dependency field as well as the dollar amount of the transactions. Labor Operation Dependency...
Getting to Know the New PET - 05/22/2017
... each case is different and there are many factors that go into the decision making process, service management is responsible for engaging with the customer and making the best business decision possible. To ensure policy compliance, management authorization...
Documentation Updates - 05/22/2017
... to the job card to support the transaction. Open Safety, Emissions, or Non-Compliance Recalls - Service management-added operation authorization and verification/notification is not required when servicing dealer-owned inventory specifically for the...
Attaching A Document - 05/22/2017
... of the applicable technician time documentation and the hard/shop copy of the job card showing service management authorization. There are a few tips to ensuring that the required documents are attached correctly: Individual attachments must be less...
Fuel and Public Transportation Reimbursement - 04/17/2017
... vehicle or shuttle, they are options. We recommend reviewing bulletin 07-00-89-037 with your service advisors so that they will have a complete understanding of the options relating to the Courtesy Transportation Program that GM offers....
Reject of the Month - 03/21/2017
... 067: Part 1234567 is not a compatible part for labor code xx. Error 240: Reject 072 is Beyond Service Agent Self Authorization. -------------------------------------------------------------------------------- A warranty administrator submitted a transaction...
Compliance - 03/21/2017
... if the field action specifically includes provisions beyond the warranty coverage period or if the service agent contacts the DMA for authorization on a case-by-case basis. Courtesy transportation includes one and two way shuttle, rental, reimbursement...
Complaint and Cause Codes - 09/27/2016
... when it comes to engine electrical repairs. Following repair instructions based on a DTC in Service Information may lead the technician to the replacement of a sensor, that ultimately corrects the problem, but whatever failed inside that sensor (the...
Warranty Battery Replacements - 11/29/2016
... vehicle code as soon as the technician has completed the repair while the vehicle is still in the service department. If the code is inaccurate, the technician may perform the test again to obtain an accurate result. Bulletin references: 15-06-03-002C:...
Change to WPC Parts Waiver Process - 11/29/2016
... on the circumstances, when the dealer completed the parts waiver form found in GlobalConnect/Service Forms. Also mentioned in the same communication is the importance of adhering to HAZMAT regulations when shipping HAZMAT materials. Violation of...
May 2013 Recall Update - 05/14/2013
... heated and non-heated steering wheels. An illustration has also been included in step 7 of the service procedure. The steering wheel fastener may not have been properly fastened on certain 2013 Buick Encore vehicles. Dealers are to inspect the steering...
March 2013 Recall Update - 03/11/2013
... Recall 12209B - Turn Signal Bulb Outage Indicator Inoperative: The service procedure for the recall bulletin has been updated. Dealers are no longer required to program the key fobs. Certain 2013 Chevrolet Sonic vehicles are involved. Safety Recall...
Technician Clock Time - 10/01/2013
... the exception of OLH requests. A technician may only be working and clocked on one vehicle per service event. In other words, multiple time recordings that could be the result of working on multiple vehicles at the same time are not allowed. This is...
September 2013 Recall Update - 09/04/2013
... Recall 13230B: Passenger Airbag Inflator Weld May Fracture Upon Airbag Deployment: The service procedure has been revised. The revision clarifies the location of the green stripe/dot noted within the inspection procedure. The recall affects certain 2014...
Upcoming Safety Recall 13454 and 14063 - 04/03/2014
... who express concern about driving their vehicle and request alternate transportation. The service manager is empowered to provide the customer with a rental vehicle until parts are available to repair the owner's vehicle. Prior to placing the customer...
Warranty Performance Analysis - 06/07/2010
... offs.4. Once you have all these reports, and analyze them as best you can, have the manufacturer's service representative go over them with you also to confirm your analysis.5. The most important report generated for your warranty transactions is the...
Components and Systems - 01/06/2010
... Air Injection SDM Sensing and Diagnosing Module SES Service Engine Soon SIR Supplemental Inflatable Restraint SPEC Specifications SPO Special Parts Order TAC ...
The Rookie Corner - 11/17/2011
... of your claim submissions and reduce your errors and rejects. I have been using tools such as Service Information for over two years and I still find myself taking notes or making adjustments to better use it to its fullest potential. This month we will...
Rust Happens - 08/09/2011
... clock time is a must and cause of failure and detailed correction is very important. For those service agents who must sublet their paint and body repairs, an estimate must be given by the sublet body shop as to what they expect the repairs to cost and...
September 2011 Recall Update - 09/19/2011
... equipped with a 2.4L gas engine. The recall has been updated to include revisions to the parts, service procedure and labour time sections of the bulletin for customer delivered vehicles.Noncompliance Recall 11222A - StabiliTrak Warning Light Inoperative...
... vehicle or shuttle, they are options. We recommend reviewing bulletin 07-00-89-037 with your service advisors so that they will have a complete understanding of the options relating to the Courtesy Transportation Program that GM offers....
Reject of the Month - 03/21/2017
... 067: Part 1234567 is not a compatible part for labor code xx. Error 240: Reject 072 is Beyond Service Agent Self Authorization. -------------------------------------------------------------------------------- A warranty administrator submitted a transaction...
Compliance - 03/21/2017
... if the field action specifically includes provisions beyond the warranty coverage period or if the service agent contacts the DMA for authorization on a case-by-case basis. Courtesy transportation includes one and two way shuttle, rental, reimbursement...
Complaint and Cause Codes - 09/27/2016
... when it comes to engine electrical repairs. Following repair instructions based on a DTC in Service Information may lead the technician to the replacement of a sensor, that ultimately corrects the problem, but whatever failed inside that sensor (the...
Warranty Battery Replacements - 11/29/2016
... vehicle code as soon as the technician has completed the repair while the vehicle is still in the service department. If the code is inaccurate, the technician may perform the test again to obtain an accurate result. Bulletin references: 15-06-03-002C:...
Change to WPC Parts Waiver Process - 11/29/2016
... on the circumstances, when the dealer completed the parts waiver form found in GlobalConnect/Service Forms. Also mentioned in the same communication is the importance of adhering to HAZMAT regulations when shipping HAZMAT materials. Violation of...
May 2013 Recall Update - 05/14/2013
... heated and non-heated steering wheels. An illustration has also been included in step 7 of the service procedure. The steering wheel fastener may not have been properly fastened on certain 2013 Buick Encore vehicles. Dealers are to inspect the steering...
March 2013 Recall Update - 03/11/2013
... Recall 12209B - Turn Signal Bulb Outage Indicator Inoperative: The service procedure for the recall bulletin has been updated. Dealers are no longer required to program the key fobs. Certain 2013 Chevrolet Sonic vehicles are involved. Safety Recall...
Technician Clock Time - 10/01/2013
... the exception of OLH requests. A technician may only be working and clocked on one vehicle per service event. In other words, multiple time recordings that could be the result of working on multiple vehicles at the same time are not allowed. This is...
September 2013 Recall Update - 09/04/2013
... Recall 13230B: Passenger Airbag Inflator Weld May Fracture Upon Airbag Deployment: The service procedure has been revised. The revision clarifies the location of the green stripe/dot noted within the inspection procedure. The recall affects certain 2014...
Upcoming Safety Recall 13454 and 14063 - 04/03/2014
... who express concern about driving their vehicle and request alternate transportation. The service manager is empowered to provide the customer with a rental vehicle until parts are available to repair the owner's vehicle. Prior to placing the customer...
Warranty Performance Analysis - 06/07/2010
... offs.4. Once you have all these reports, and analyze them as best you can, have the manufacturer's service representative go over them with you also to confirm your analysis.5. The most important report generated for your warranty transactions is the...
Components and Systems - 01/06/2010
... Air Injection SDM Sensing and Diagnosing Module SES Service Engine Soon SIR Supplemental Inflatable Restraint SPEC Specifications SPO Special Parts Order TAC ...
The Rookie Corner - 11/17/2011
... of your claim submissions and reduce your errors and rejects. I have been using tools such as Service Information for over two years and I still find myself taking notes or making adjustments to better use it to its fullest potential. This month we will...
Rust Happens - 08/09/2011
... clock time is a must and cause of failure and detailed correction is very important. For those service agents who must sublet their paint and body repairs, an estimate must be given by the sublet body shop as to what they expect the repairs to cost and...
September 2011 Recall Update - 09/19/2011
... equipped with a 2.4L gas engine. The recall has been updated to include revisions to the parts, service procedure and labour time sections of the bulletin for customer delivered vehicles.Noncompliance Recall 11222A - StabiliTrak Warning Light Inoperative...
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Results found: 1905
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What Would You Do? - 08/23 - 07/25/2023
... 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 to address a hesitation concern. The...
GM MESSASE G-0000093940 - 09/21/2011
HAS ANYONE READ THIS MESSAGE ?? AM I CORRECT IN READING THAT THE LIFETIME SERVICE GUARANTEE FOR PARTS IS BACK IN EFFECT??
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE-DURASTOP? - 07/11/2008
After reading the P&P regarding durastop brake pads, I am led to believe I put the claim in like a goodwrench lifetime guarantee. The claim got rejected stating "not a goodwrench service plus part number". The dilemma is the pads were put on an oldsmobile,...
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE - 07/11/2008
... installation. • Durastop Brake Products are not to be used for new vehicle warranty. 2008 GM Service Policies and Procedures Manual 51 of...
GOODWRENCH LIMITED LIFETIME GUARANTEE - 03/17/2008
... REPLACED - "WHICH WE REPLACED IN 2002 AS A GOODWILL WARRANTY" - BUT IT "IS" ON THE PART LIST AS A LIFETIME COMPONENT.... WOULD THE PUMP BE COVERED UNDER LIFETIME AGAIN ..... WHEN DID THE "LIFETIME" PROGRAM BEGIN ???...
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.
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE - 03/18/2008
Lifetime warranty parts must be purchased by the customer to be covered.
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE - 03/18/2008
I just submit my 1st lifetime guarantee claim and it got rejected stating "not a goodwrench service plus part number". However, after reviewing P&P, it states the part that was installed as LG should have been flagged, and in this case it was. Where...
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE - 03/19/2008
h&kchevy.not sure of your situation but have run into this before.in P&P it gives you a list of parts but some are marked with a * ( parts removed from LSG program effective jan 1,2006.purchases prior to jan 1,2006 are eligibe for LSG )if you can show ...
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE - 03/21/2008
Thanks for the help, HRoute is what I'll do as it was purchased in 2005.
Re: Towing on a life time warr part ? - 09/24/2009
The P&P does state in Article 1.1.4 (General Motors LLC Goodwrench Service Plus Lifetime Service Guarantee) that towing is not covered in the LSG program. Christalyn: It appears as though my past comment in your forum post was in reference to a part...
Re: Parts purchased locally. global pays less. - 10/29/2010
... submitted as ADDITIONAL PUBLISHED TIME, not base time. Parts should not be included on the claim. Lifetime Service Guarantee (LSG) Lifetime Service Guarantee (LSG) parts must be submitted as a ZPTI transaction type. If the time and distance exceeds...
Saturn Service Contract with Trans service - 01/14/2011
I have a reject claim that was M0061, Automatic Trans Service. GMPP contract is valid, but calling MIC, nobody seems to have any idea what my repair for this claim is. I've spoken to a couple dealers who I thought would be able to help. DBC of course...
Re: Saturn Service Contract with Trans service - 01/20/2011
[quote] 48chevy: I have a reject claim that was M0061, Automatic Trans Service. GMPP contract is valid, but calling MIC, nobody seems to have any idea what my repair for this claim is. I've spoken to a couple dealers who I thought would be able to help....
Re: Saturn Service Contract with Trans service - 01/20/2011
I got the labor op from my service advisor who had, I thought, called it in. I didn't question it. Our GMPP rep emailed me and said it wouldn't fly because most of their AT services were around 75.00. I guess I'll go with M0017 at $75.00. Better than...
Re: Parts Warranty - 02/27/2014
P&P Article 1.1.4 - GM Certified Service New Limited Lifetime Parts Warranty (LLPW)
lifetime gm parts - 07/20/2011
When processing Lifetime Gm parts is there a better way to submit them with out them being rejected? I have a 2003 pontiac grand am that has GM lifetime hub
Re: lifetime gm parts - 07/20/2011
what was the reason for the reject??
Re: lifetime gm parts - 07/20/2011
it said the number of days and distance exceeds the vehicle warranrt limits
Re: lifetime gm parts - 07/20/2011
What trans type did you use?? (S/B ZPTI)
Re: lifetime gm parts - 07/20/2011
I used ZREG
Re: lifetime gm parts - 07/20/2011
YOU USED THE REGULAR WARRANTY YOU NEED TO USE ZPTI FOR PARTS WARRANTY...AND LIST THE JOB CARD NUMBER, DATE AND MILEAGE THE PART WAS INSTALLED..
Re: lifetime gm parts - 07/21/2011
If it is past the 12/12 warranty period you still use the ZPTI and also have to mark it as policy decision and put in the comments that it's a lifetime part.
Re: lifetime gm parts - 07/21/2011
[quote] conny: YOU USED THE REGULAR WARRANTY YOU NEED TO USE ZPTI FOR PARTS WARRANTY...AND LIST THE JOB CARD NUMBER, DATE AND MILEAGE THE PART WAS INSTALLED.. [/quote] And, if it is over 10 years old, don't forget to mark the VIN not on file box. Sometimes ...
... 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 to address a hesitation concern. The...
GM MESSASE G-0000093940 - 09/21/2011
HAS ANYONE READ THIS MESSAGE ?? AM I CORRECT IN READING THAT THE LIFETIME SERVICE GUARANTEE FOR PARTS IS BACK IN EFFECT??
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE-DURASTOP? - 07/11/2008
After reading the P&P regarding durastop brake pads, I am led to believe I put the claim in like a goodwrench lifetime guarantee. The claim got rejected stating "not a goodwrench service plus part number". The dilemma is the pads were put on an oldsmobile,...
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE - 07/11/2008
... installation. • Durastop Brake Products are not to be used for new vehicle warranty. 2008 GM Service Policies and Procedures Manual 51 of...
GOODWRENCH LIMITED LIFETIME GUARANTEE - 03/17/2008
... REPLACED - "WHICH WE REPLACED IN 2002 AS A GOODWILL WARRANTY" - BUT IT "IS" ON THE PART LIST AS A LIFETIME COMPONENT.... WOULD THE PUMP BE COVERED UNDER LIFETIME AGAIN ..... WHEN DID THE "LIFETIME" PROGRAM BEGIN ???...
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.
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE - 03/18/2008
Lifetime warranty parts must be purchased by the customer to be covered.
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE - 03/18/2008
I just submit my 1st lifetime guarantee claim and it got rejected stating "not a goodwrench service plus part number". However, after reviewing P&P, it states the part that was installed as LG should have been flagged, and in this case it was. Where...
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE - 03/19/2008
h&kchevy.not sure of your situation but have run into this before.in P&P it gives you a list of parts but some are marked with a * ( parts removed from LSG program effective jan 1,2006.purchases prior to jan 1,2006 are eligibe for LSG )if you can show ...
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE - 03/21/2008
Thanks for the help, HRoute is what I'll do as it was purchased in 2005.
Re: Towing on a life time warr part ? - 09/24/2009
The P&P does state in Article 1.1.4 (General Motors LLC Goodwrench Service Plus Lifetime Service Guarantee) that towing is not covered in the LSG program. Christalyn: It appears as though my past comment in your forum post was in reference to a part...
Re: Parts purchased locally. global pays less. - 10/29/2010
... submitted as ADDITIONAL PUBLISHED TIME, not base time. Parts should not be included on the claim. Lifetime Service Guarantee (LSG) Lifetime Service Guarantee (LSG) parts must be submitted as a ZPTI transaction type. If the time and distance exceeds...
Saturn Service Contract with Trans service - 01/14/2011
I have a reject claim that was M0061, Automatic Trans Service. GMPP contract is valid, but calling MIC, nobody seems to have any idea what my repair for this claim is. I've spoken to a couple dealers who I thought would be able to help. DBC of course...
Re: Saturn Service Contract with Trans service - 01/20/2011
[quote] 48chevy: I have a reject claim that was M0061, Automatic Trans Service. GMPP contract is valid, but calling MIC, nobody seems to have any idea what my repair for this claim is. I've spoken to a couple dealers who I thought would be able to help....
Re: Saturn Service Contract with Trans service - 01/20/2011
I got the labor op from my service advisor who had, I thought, called it in. I didn't question it. Our GMPP rep emailed me and said it wouldn't fly because most of their AT services were around 75.00. I guess I'll go with M0017 at $75.00. Better than...
Re: Parts Warranty - 02/27/2014
P&P Article 1.1.4 - GM Certified Service New Limited Lifetime Parts Warranty (LLPW)
lifetime gm parts - 07/20/2011
When processing Lifetime Gm parts is there a better way to submit them with out them being rejected? I have a 2003 pontiac grand am that has GM lifetime hub
Re: lifetime gm parts - 07/20/2011
what was the reason for the reject??
Re: lifetime gm parts - 07/20/2011
it said the number of days and distance exceeds the vehicle warranrt limits
Re: lifetime gm parts - 07/20/2011
What trans type did you use?? (S/B ZPTI)
Re: lifetime gm parts - 07/20/2011
I used ZREG
Re: lifetime gm parts - 07/20/2011
YOU USED THE REGULAR WARRANTY YOU NEED TO USE ZPTI FOR PARTS WARRANTY...AND LIST THE JOB CARD NUMBER, DATE AND MILEAGE THE PART WAS INSTALLED..
Re: lifetime gm parts - 07/21/2011
If it is past the 12/12 warranty period you still use the ZPTI and also have to mark it as policy decision and put in the comments that it's a lifetime part.
Re: lifetime gm parts - 07/21/2011
[quote] conny: YOU USED THE REGULAR WARRANTY YOU NEED TO USE ZPTI FOR PARTS WARRANTY...AND LIST THE JOB CARD NUMBER, DATE AND MILEAGE THE PART WAS INSTALLED.. [/quote] And, if it is over 10 years old, don't forget to mark the VIN not on file box. Sometimes ...
Re: lifetime gm parts - 07/28/2011
[quote] mpatten: When processing Lifetime Gm parts is there a better way to submit them with out them being rejected? I have a 2003 pontiac grand am that has GM lifetime hub [/quote]
GWM and Lifetime Parts Labor? - 02/09/2012
Just wondered on the Lifetime Parts if you are showing the labor in the claim and then putting that $$ amount in as Cust/Dealer participation or just leaving the labor off completely? I know in WINS we just didn't submit for the labor on the claim, but...
Re: GWM and Lifetime Parts Labor? - 02/09/2012
I LEAVE THE LABOR OFF COMPLETELY TOO..HAD ONE LAST WEEK AND MY SERVICE MANAGER CHARGED THE LABOR BACK TO THE SHOP..
Re: GWM and Lifetime Parts Labor? - 02/09/2012
I also leave it off of the warranty claim. I do make another line that is billed Internal and post the labor there so we have record of where the tech flag goes.
Re: GWM and Lifetime Parts Labor? - 02/09/2012
We are on Reynolds so we (keep on same line) but Internal labor & submit the warranty part
Lifetime Part Fail/rejected claim - 06/13/2017
I submitted as a ZPTC because it is over the 12month period on a leaking water pump. This was rejected as over limits and will not allow H routing. Suggestions on submitting this claim?
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 03/03/2010
USE ZPTI AND ANYTHING BEYOND 12/12 WILL NEED YOUR SER MANAGERS GOODWILL [/quote] I checked policy decision (goodwill) and over age boxes and my lifetime part claim was accepted.
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 03/05/2010
[quote] h&kchevy : I put in a lifetime part claim under ZPTI & it got rejected for the vehicle being too old. I tried to use the General Service Agent auth (old G?) & it still got rejected. I have a call in to my rep. Let me know if you find out how...
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 03/05/2010
FILE AS ZPTI AND ANY PART OVER 12/12 NEEDS AN "A" .
LIFETIME WARRANTY PARTS - 03/29/2010
OK I HAVE MY VERY FIRST LIFETIME WARRANTY PART EVER AND HAVE NO CLUE WHAT I NEED TO DO TO GET IT TO PAY....GET REJECT 807-WARRANTY TIME LIMIT EXCEEDED(PARTS).......ANY AND ALL HELP IS GREATLY APPRECIATED!!!
Re: LIFETIME WARRANTY PARTS - 03/29/2010
Per message G_0000050657 from 03/02/2010, you need to use ZPTI and if over 12/12 you need an Autho A or Policy Decision
Re: LIFETIME WARRANTY PARTS - 03/29/2010
THANKS SOOOOO MUCH!!!
LIfetime Warranty - 05/11/2010
Does anyone know if there is a change made in how to claim lifetime parts?
Re: LIfetime Warranty - 05/12/2010
I've done a few claims with LSG parts, as far I as understand if it is within the 12/12 warranty, you use a ZPTI trans type with no auth. If it is over the 12/12 still use the ZPTI trans type but you have to have an auth 'A'. I've had all my claims just ...
Re: LIfetime Warranty - 05/12/2010
I had to call our warranty guy on another claim and asked him what to do. He told me to use policy decision, they are aware of issues with Lifetime guarantee parts and are working on it.
CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 02/03/2010
I am having trouble submitting a claim for pads only. The pads are covered by the lifetime part warranty but I do not know how this translates in global. I tried to put it in under zreg for the part only and was unsuccessfaul any help would be great...
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 02/03/2010
I haven't had one of those yet but I would try using ZPTI. It's for parts that fail outside the vehicle warranty period, but within the applicable parts warranty times/mileage parameters. You'll need the original information. It's worth a try!
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 02/03/2010
I put in a lifetime part claim under ZPTI & it got rejected for the vehicle being too old. I tried to use the General Service Agent auth (old G?) & it still got rejected. I have a call in to my rep. Let me know if you find out how to put these in....
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 02/03/2010
I used zpti and got rejected for exceeds warranty distance, I changed it to zptc and it was accepted.
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 02/03/2010
I had to call DBC on this one. 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...
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 02/03/2010
THANKS MARK!
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 02/08/2010
[quote] Christalyn: I am having trouble submitting a claim for pads only. The pads are covered by the lifetime part warranty but I do not know how this translates in global. I tried to put it in under zreg for the part only and was unsuccessfaul any...
Submitting Brake Pads Limited Lifetime Part Warranty Claim? - 02/13/2018
When submitting a claim for Brake pads, limited one-time replacement of part...I run it as ZPTI and complete entire 1st pg fields in Global. Then I select the policy tab (due to it would reject for out of warranty if I didn't), enter all previous ...
What Would You Do - 11/16 - 10/26/2016
... 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 that are available within the program's portfolio. In addition to fuel delivery,...
Forum - 03/11/2024
... 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 to Perform Repairs for details on Service Management authorization on stock...
[quote] mpatten: When processing Lifetime Gm parts is there a better way to submit them with out them being rejected? I have a 2003 pontiac grand am that has GM lifetime hub [/quote]
GWM and Lifetime Parts Labor? - 02/09/2012
Just wondered on the Lifetime Parts if you are showing the labor in the claim and then putting that $$ amount in as Cust/Dealer participation or just leaving the labor off completely? I know in WINS we just didn't submit for the labor on the claim, but...
Re: GWM and Lifetime Parts Labor? - 02/09/2012
I LEAVE THE LABOR OFF COMPLETELY TOO..HAD ONE LAST WEEK AND MY SERVICE MANAGER CHARGED THE LABOR BACK TO THE SHOP..
Re: GWM and Lifetime Parts Labor? - 02/09/2012
I also leave it off of the warranty claim. I do make another line that is billed Internal and post the labor there so we have record of where the tech flag goes.
Re: GWM and Lifetime Parts Labor? - 02/09/2012
We are on Reynolds so we (keep on same line) but Internal labor & submit the warranty part
Lifetime Part Fail/rejected claim - 06/13/2017
I submitted as a ZPTC because it is over the 12month period on a leaking water pump. This was rejected as over limits and will not allow H routing. Suggestions on submitting this claim?
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 03/03/2010
USE ZPTI AND ANYTHING BEYOND 12/12 WILL NEED YOUR SER MANAGERS GOODWILL [/quote] I checked policy decision (goodwill) and over age boxes and my lifetime part claim was accepted.
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 03/05/2010
[quote] h&kchevy : I put in a lifetime part claim under ZPTI & it got rejected for the vehicle being too old. I tried to use the General Service Agent auth (old G?) & it still got rejected. I have a call in to my rep. Let me know if you find out how...
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 03/05/2010
FILE AS ZPTI AND ANY PART OVER 12/12 NEEDS AN "A" .
LIFETIME WARRANTY PARTS - 03/29/2010
OK I HAVE MY VERY FIRST LIFETIME WARRANTY PART EVER AND HAVE NO CLUE WHAT I NEED TO DO TO GET IT TO PAY....GET REJECT 807-WARRANTY TIME LIMIT EXCEEDED(PARTS).......ANY AND ALL HELP IS GREATLY APPRECIATED!!!
Re: LIFETIME WARRANTY PARTS - 03/29/2010
Per message G_0000050657 from 03/02/2010, you need to use ZPTI and if over 12/12 you need an Autho A or Policy Decision
Re: LIFETIME WARRANTY PARTS - 03/29/2010
THANKS SOOOOO MUCH!!!
LIfetime Warranty - 05/11/2010
Does anyone know if there is a change made in how to claim lifetime parts?
Re: LIfetime Warranty - 05/12/2010
I've done a few claims with LSG parts, as far I as understand if it is within the 12/12 warranty, you use a ZPTI trans type with no auth. If it is over the 12/12 still use the ZPTI trans type but you have to have an auth 'A'. I've had all my claims just ...
Re: LIfetime Warranty - 05/12/2010
I had to call our warranty guy on another claim and asked him what to do. He told me to use policy decision, they are aware of issues with Lifetime guarantee parts and are working on it.
CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 02/03/2010
I am having trouble submitting a claim for pads only. The pads are covered by the lifetime part warranty but I do not know how this translates in global. I tried to put it in under zreg for the part only and was unsuccessfaul any help would be great...
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 02/03/2010
I haven't had one of those yet but I would try using ZPTI. It's for parts that fail outside the vehicle warranty period, but within the applicable parts warranty times/mileage parameters. You'll need the original information. It's worth a try!
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 02/03/2010
I put in a lifetime part claim under ZPTI & it got rejected for the vehicle being too old. I tried to use the General Service Agent auth (old G?) & it still got rejected. I have a call in to my rep. Let me know if you find out how to put these in....
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 02/03/2010
I used zpti and got rejected for exceeds warranty distance, I changed it to zptc and it was accepted.
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 02/03/2010
I had to call DBC on this one. 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...
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 02/03/2010
THANKS MARK!
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 02/08/2010
[quote] Christalyn: I am having trouble submitting a claim for pads only. The pads are covered by the lifetime part warranty but I do not know how this translates in global. I tried to put it in under zreg for the part only and was unsuccessfaul any...
Submitting Brake Pads Limited Lifetime Part Warranty Claim? - 02/13/2018
When submitting a claim for Brake pads, limited one-time replacement of part...I run it as ZPTI and complete entire 1st pg fields in Global. Then I select the policy tab (due to it would reject for out of warranty if I didn't), enter all previous ...
What Would You Do - 11/16 - 10/26/2016
... 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 that are available within the program's portfolio. In addition to fuel delivery,...
Forum - 03/11/2024
... 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 to Perform Repairs for details on Service Management authorization on stock...
Re: GM MESSASE G-0000093940 - 09/21/2011
It actually never went away. It was going to be discontinued and then that was put on hold; and yes, now announced that Lifetime parts guarantee is here to stay.
Service Call - 11/21/2011
The service manager at our dealership used to submit the warranty before I started 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...
Re: Service Call - 11/21/2011
... z-ops, but coverage is only under basic vehicle warranty. NON-WARRANTY TOWING Z8011 LOCK OUT SERVICE Z8012 EMERGENCY FUEL SERVICE Z8013 JUMP-START SERVICE Z8014 FLAT TIRE Z8015 All dollor amounts should be entered in net item, and do not ente...
Re: Service Call - 11/21/2011
... z-ops, but coverage is only under basic vehicle warranty. NON-WARRANTY TOWING Z8011 LOCK OUT SERVICE Z8012 EMERGENCY FUEL SERVICE Z8013 JUMP-START SERVICE Z8014 FLAT TIRE Z8015 All dollar amounts should be entered in net item, and do not enter...
Re: Service Call - 11/21/2011
... or 100,000 miles, whichever comes first. Refer to your Owner Manual for details, or consult your Service Agent/Retailer. The Roadside Assistance contact information is listed in the Customer Assistance Offices section of the Warranty and Owner Assistance...
Re: Service Call - 11/21/2011
Thanks for the info , learn something new everyday on here i like that.
VOLTS -- WARRANTY REPAIR VS IN-SERVICE DATE - 04/14/2011
... WE NEED TO DO..... MY CLAIMS ARE REJECTING DO TO THEY ARE ADDING LINES TO MY PDI RO BEFORE THE IN-SERVICE DATE GOES INTO EFFECT / THEREFORE REJECTING FOR: REPAIR PERFORMED PRIOR TO START OF WARRANTY...... HOW DO OTHER DEALERS HANDLE THIS ?????...
Re: VOLTS -- WARRANTY REPAIR VS IN-SERVICE DATE - 04/14/2011
Close the PDI ticket and make a new one for the added things sales is looking for. Once the PDI is accepted, I usually don't have any trouble getting the second job card to pay. We haven't gotten to the VOLT yet, we're in the west but it works on others. ...
Re: VOLTS -- WARRANTY REPAIR VS IN-SERVICE DATE - 04/18/2011
Don't your PDI's autopay?
Re: VOLTS -- WARRANTY REPAIR VS IN-SERVICE DATE - 04/18/2011
Yes, but we still submit for the fluid adds. And once those are accepted to be paid, I never get the error of the vehicle not being in service.
Re: VOLTS -- WARRANTY REPAIR VS IN-SERVICE DATE - 04/26/2011
... a separate RO. ANY other work; accessories, repairs, etc. go on another RO. I make sure the in service date is BEFORE the repair/accessory date and then submit these. Since you have already had one reject, go to self auth and click policy decision....
Re: VOLTS -- WARRANTY REPAIR VS IN-SERVICE DATE - 04/21/2011
hkchevy1.....are you having trouble with these too / how are you handling --- talked to our F.O.M. he stated to H-Route "BUT" kicks back stating within self auth (2nd But) cant put a G on it, not sure what else to try
Re: VOLTS -- WARRANTY REPAIR VS IN-SERVICE DATE - 04/21/2011
I'VE HAD THE SAME REJECT CODE, I'VE GOTTEN THE CLAIM PAID WITH "A" SELF AUTH, I JUST ADD COMMENTS W A GOOD EXPLANANTION OF THE ISSUE...
SERVICE WILD CARD $10.00 OFF COUPON - 07/06/2012
Service Agent Summary Analysis Report - 09/11/2013
Just wanted to see if anyone elses report look messed up? We typically service over 300 cars and it says we only serviced 31 cars. It also looks like our ranking from previous months is messed up too? Anyone else having this problem or just me?
Re: Service Agent Summary Analysis Report - 09/11/2013
What's messed up on our report is the percentage of repeat repairs..our DSM sent an email showing we were at 14% the last time i looked we were 0.4 but the report says for august we were 1.9% ..we dont ever do that many repeat repairs...not sure whats ...
2014 certified service retail plan - 02/04/2014
is anyone else on this promotion 2014 Certified Service Retail Plan that takes the place of the Debit Cards..to change oil and filter, rotate tires, replaced brakes, and now Replace Battery..there are Labor Ops but do not list an amount to put in Net...
Re: 2014 certified service retail plan - 02/05/2014
From Global Message G_0000174541 (archived): 2014 Certified Service National Retail Plan & FAQ **Oil Change: Everyday Value $29.95 or less for conventional and $39.95 or less for dexos1 - for oil change, tire rotation, 27 point inspection, includes up...
Re: 2014 certified service retail plan - 02/05/2014
thanks Kristen for your help.. i was confused by the listing of labor op codes for each repair thought i needed to submit an amount like the gmc pro grades and buick 2 year maint plans.. connie
Re: Service Air Bag Warning Light - 08/14/2012
If the info doesn't show in the GMVISS you can use the labor op in the labor time guide to replace the part..and code as to what is the failure..hope this is what you are lookin for..
Service Air Bag Warning Light - 08/14/2012
I have a 2010 Pontiac G6 which came in for the Service Air Bag Warning Lamp on... we found bulletin #10-09-41-002D which states to refer to #10085D /// if the GMVIS doesnt show that vehicle pertains to it, how is everyone else coding these ???
2013 Certified Service Retail Promotions - 02/05/2013
Is anyone else on this program ?? I have a lamated copy the program which lists Labor Ops for each rebate.. any suggestions as to what this if for ??
Service Agent Installed Warranty - 02/11/2013
... 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 thinking correctly? ...
Re: Service Agent Installed Warranty - 02/12/2013
The base part warranty does go with the part, you'd have to get a copy of the original repair order from the other dealer to go with your RO. You'll also need to find out which injector was replaced because it would only cover if the same injector is ...
Re: Service Agent Installed Warranty - 02/13/2013
Ok thanks!
It actually never went away. It was going to be discontinued and then that was put on hold; and yes, now announced that Lifetime parts guarantee is here to stay.
Service Call - 11/21/2011
The service manager at our dealership used to submit the warranty before I started 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...
Re: Service Call - 11/21/2011
... z-ops, but coverage is only under basic vehicle warranty. NON-WARRANTY TOWING Z8011 LOCK OUT SERVICE Z8012 EMERGENCY FUEL SERVICE Z8013 JUMP-START SERVICE Z8014 FLAT TIRE Z8015 All dollor amounts should be entered in net item, and do not ente...
Re: Service Call - 11/21/2011
... z-ops, but coverage is only under basic vehicle warranty. NON-WARRANTY TOWING Z8011 LOCK OUT SERVICE Z8012 EMERGENCY FUEL SERVICE Z8013 JUMP-START SERVICE Z8014 FLAT TIRE Z8015 All dollar amounts should be entered in net item, and do not enter...
Re: Service Call - 11/21/2011
... or 100,000 miles, whichever comes first. Refer to your Owner Manual for details, or consult your Service Agent/Retailer. The Roadside Assistance contact information is listed in the Customer Assistance Offices section of the Warranty and Owner Assistance...
Re: Service Call - 11/21/2011
Thanks for the info , learn something new everyday on here i like that.
VOLTS -- WARRANTY REPAIR VS IN-SERVICE DATE - 04/14/2011
... WE NEED TO DO..... MY CLAIMS ARE REJECTING DO TO THEY ARE ADDING LINES TO MY PDI RO BEFORE THE IN-SERVICE DATE GOES INTO EFFECT / THEREFORE REJECTING FOR: REPAIR PERFORMED PRIOR TO START OF WARRANTY...... HOW DO OTHER DEALERS HANDLE THIS ?????...
Re: VOLTS -- WARRANTY REPAIR VS IN-SERVICE DATE - 04/14/2011
Close the PDI ticket and make a new one for the added things sales is looking for. Once the PDI is accepted, I usually don't have any trouble getting the second job card to pay. We haven't gotten to the VOLT yet, we're in the west but it works on others. ...
Re: VOLTS -- WARRANTY REPAIR VS IN-SERVICE DATE - 04/18/2011
Don't your PDI's autopay?
Re: VOLTS -- WARRANTY REPAIR VS IN-SERVICE DATE - 04/18/2011
Yes, but we still submit for the fluid adds. And once those are accepted to be paid, I never get the error of the vehicle not being in service.
Re: VOLTS -- WARRANTY REPAIR VS IN-SERVICE DATE - 04/26/2011
... a separate RO. ANY other work; accessories, repairs, etc. go on another RO. I make sure the in service date is BEFORE the repair/accessory date and then submit these. Since you have already had one reject, go to self auth and click policy decision....
Re: VOLTS -- WARRANTY REPAIR VS IN-SERVICE DATE - 04/21/2011
hkchevy1.....are you having trouble with these too / how are you handling --- talked to our F.O.M. he stated to H-Route "BUT" kicks back stating within self auth (2nd But) cant put a G on it, not sure what else to try
Re: VOLTS -- WARRANTY REPAIR VS IN-SERVICE DATE - 04/21/2011
I'VE HAD THE SAME REJECT CODE, I'VE GOTTEN THE CLAIM PAID WITH "A" SELF AUTH, I JUST ADD COMMENTS W A GOOD EXPLANANTION OF THE ISSUE...
SERVICE WILD CARD $10.00 OFF COUPON - 07/06/2012
Service Agent Summary Analysis Report - 09/11/2013
Just wanted to see if anyone elses report look messed up? We typically service over 300 cars and it says we only serviced 31 cars. It also looks like our ranking from previous months is messed up too? Anyone else having this problem or just me?
Re: Service Agent Summary Analysis Report - 09/11/2013
What's messed up on our report is the percentage of repeat repairs..our DSM sent an email showing we were at 14% the last time i looked we were 0.4 but the report says for august we were 1.9% ..we dont ever do that many repeat repairs...not sure whats ...
2014 certified service retail plan - 02/04/2014
is anyone else on this promotion 2014 Certified Service Retail Plan that takes the place of the Debit Cards..to change oil and filter, rotate tires, replaced brakes, and now Replace Battery..there are Labor Ops but do not list an amount to put in Net...
Re: 2014 certified service retail plan - 02/05/2014
From Global Message G_0000174541 (archived): 2014 Certified Service National Retail Plan & FAQ **Oil Change: Everyday Value $29.95 or less for conventional and $39.95 or less for dexos1 - for oil change, tire rotation, 27 point inspection, includes up...
Re: 2014 certified service retail plan - 02/05/2014
thanks Kristen for your help.. i was confused by the listing of labor op codes for each repair thought i needed to submit an amount like the gmc pro grades and buick 2 year maint plans.. connie
Re: Service Air Bag Warning Light - 08/14/2012
If the info doesn't show in the GMVISS you can use the labor op in the labor time guide to replace the part..and code as to what is the failure..hope this is what you are lookin for..
Service Air Bag Warning Light - 08/14/2012
I have a 2010 Pontiac G6 which came in for the Service Air Bag Warning Lamp on... we found bulletin #10-09-41-002D which states to refer to #10085D /// if the GMVIS doesnt show that vehicle pertains to it, how is everyone else coding these ???
2013 Certified Service Retail Promotions - 02/05/2013
Is anyone else on this program ?? I have a lamated copy the program which lists Labor Ops for each rebate.. any suggestions as to what this if for ??
Service Agent Installed Warranty - 02/11/2013
... 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 thinking correctly? ...
Re: Service Agent Installed Warranty - 02/12/2013
The base part warranty does go with the part, you'd have to get a copy of the original repair order from the other dealer to go with your RO. You'll also need to find out which injector was replaced because it would only cover if the same injector is ...
Re: Service Agent Installed Warranty - 02/13/2013
Ok thanks!
Repeat Repair Reject on a Service Agent Installed Part Claim? - 03/15/2013
I have a vehicle that we goodwilled the steering rack on and the new part is leaking. I submitted it as a Service Agent Installed Part claim and it rejects for repeat repair? Has anyone else had this problem? I'm trying to avoid repeat repairs due...
Re: Repeat Repair Reject on a Service Agent Installed Part Claim? - 03/19/2013
Yes, I believe I have run into that, even though it's submitted as a part warranty I had to use the R auth. I don't know why, especially considering the vehicle is out of warranty and you're using the correct warranty type.
Re: Repeat Repair Reject on a Service Agent Installed Part Claim? - 03/19/2013
i have had that problem too , another thing to make our job difficult !!!
Re: Repeat Repair Reject on a Service Agent Installed Part Claim? - 03/28/2013
Thanks for the replies...at least I'm not the only one that has encountered this problem. Misery loves company :)
SERVICE CONTRACT - CHEVPP36/30P - 03/13/2017
Where can I find iService Contract information for "CHEVPP36/30P" ??? As to what is is & how to claim it??
Service Agent Analysis Summary Report - 06/15/2017
I would like to find out how, as a warranty administrator, to understand if there are "usable" parts of this report in my job. How does this report relate to the warranty administrator's job and what information, specifically, can or should we be keeping ...
service agent summary report - 07/10/2017
service agent summary reportFormat: Video
Service Management Authorization POLICY CHANGES - 07/18/2017
Important updates issued with Global Message GCUS-9-4400, effective with job cards dated on/after 7/17/2017: Service Management requirement of approving OLH and Repeat Repair oir Pyramiding prior to work being performed has been eliminated....
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: SERVICE CONTRACTS CHEVPMUs1N18 - 07/24/2015
Our GMPP rep was by here today and she said it was part of Warrantech https://warrantech.com/service-providers/ She said on these claims for maintenance the advisor has to call for claim/payment. We cannot submit through Reynolds/Global like we do other...
Re: SERVICE CONTRACTS CHEVPMUs1N18 - 07/27/2015
We sell Warrantech thru f&I at our dealerships, but I have to say I have never seen this yet on the VIS. Keep us posted if you find out what it means - thanks!
Re: SERVICE CONTRACTS CHEVPMUs1N18 - 07/28/2015
... labor op. The new extended protection sold through GM is not submitted as a regular warranty or service contract. It has to be called in before repairs are performed and approved. Once repairs are complete they provide a credit card number to claim for...
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: SERVICE CONTRACTS CHEVPMUs1N18 - 07/28/2015
No problem. Also a little side note for this GM Extended Protection Plan submission. When you call in for authorization this plan does not require labor ops through GM Warranty. When calculation of a GM Extended Protection claim is being done they want ...
Re: SERVICE CONTRACTS CHEVPMUs1N18 - 07/29/2015
The Extended Protection Claims Manual is available in GlobalConnect. Select Service from the Departments tab then select Dealership Policies, Procedures & Guides from Quick Links. The Divisional Extended Protection Claims Manual is available in this...
SERVICE CONTRACTS CHEVPMUs1N18 - 07/23/2015
Recently had a claim that lists this plan under SERVICE CONTRACTS (instead of Major Guard or like plan) it states: CHEVPMUs1N18 on the VIS. It lists a policy# and by Owner it says Extended Protection No one at DBC seemed to know how to claim the 2 yr...
Certified Services beyond mileage limit - 08/10/2015
Can anyone point to information that says whether or not we can authorize a Certified LOF/TIROT 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 ...
Re: Certified Services beyond mileage limit - 08/11/2015
Unable to track down the specific information re: Certified Service performed outside of the 2/24,000 plan parameters. I was able to locate the following in the Chevrolet 2-Year Scheduled Maintenance FAQ: "Customers are limited to four service events...
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)
Service Calls - 12/23/2009
... 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 call to a customer. Usually we jump start the vehicle & bring...
Re: Service Calls - 12/23/2009
We usually use T2020 with story and amount in net items
Re: Service Calls - 12/23/2009
... their own roadside assistance and receive reimbersement using the labor op; Towing; Z8011 Lockout Service; Z8012 Emergency Fuel Service; Z8013 Jump Start Service; Z8014 Flat Tire; Z8015. I've used these over and over. Merry Christmas!...
Re: Service Calls - 12/24/2009
Thank you thank you thank you!!!!!!!!!!! Merry Christmas to you too!
Service Certificate - 01/18/2010
I have a GMC claim that has a service certificate for oil change, rotate and 27 point inspection. The certificate says to follow Administrative message G_000041021. Can someone tell me where to find this message?
Re: Service Certificate hope it helps - 01/18/2010
if you call DBC and give them that number they will walk you through the search in globe connect Advanced Search Dan
I have a vehicle that we goodwilled the steering rack on and the new part is leaking. I submitted it as a Service Agent Installed Part claim and it rejects for repeat repair? Has anyone else had this problem? I'm trying to avoid repeat repairs due...
Re: Repeat Repair Reject on a Service Agent Installed Part Claim? - 03/19/2013
Yes, I believe I have run into that, even though it's submitted as a part warranty I had to use the R auth. I don't know why, especially considering the vehicle is out of warranty and you're using the correct warranty type.
Re: Repeat Repair Reject on a Service Agent Installed Part Claim? - 03/19/2013
i have had that problem too , another thing to make our job difficult !!!
Re: Repeat Repair Reject on a Service Agent Installed Part Claim? - 03/28/2013
Thanks for the replies...at least I'm not the only one that has encountered this problem. Misery loves company :)
SERVICE CONTRACT - CHEVPP36/30P - 03/13/2017
Where can I find iService Contract information for "CHEVPP36/30P" ??? As to what is is & how to claim it??
Service Agent Analysis Summary Report - 06/15/2017
I would like to find out how, as a warranty administrator, to understand if there are "usable" parts of this report in my job. How does this report relate to the warranty administrator's job and what information, specifically, can or should we be keeping ...
service agent summary report - 07/10/2017
service agent summary reportFormat: Video
Service Management Authorization POLICY CHANGES - 07/18/2017
Important updates issued with Global Message GCUS-9-4400, effective with job cards dated on/after 7/17/2017: Service Management requirement of approving OLH and Repeat Repair oir Pyramiding prior to work being performed has been eliminated....
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: SERVICE CONTRACTS CHEVPMUs1N18 - 07/24/2015
Our GMPP rep was by here today and she said it was part of Warrantech https://warrantech.com/service-providers/ She said on these claims for maintenance the advisor has to call for claim/payment. We cannot submit through Reynolds/Global like we do other...
Re: SERVICE CONTRACTS CHEVPMUs1N18 - 07/27/2015
We sell Warrantech thru f&I at our dealerships, but I have to say I have never seen this yet on the VIS. Keep us posted if you find out what it means - thanks!
Re: SERVICE CONTRACTS CHEVPMUs1N18 - 07/28/2015
... labor op. The new extended protection sold through GM is not submitted as a regular warranty or service contract. It has to be called in before repairs are performed and approved. Once repairs are complete they provide a credit card number to claim for...
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: SERVICE CONTRACTS CHEVPMUs1N18 - 07/28/2015
No problem. Also a little side note for this GM Extended Protection Plan submission. When you call in for authorization this plan does not require labor ops through GM Warranty. When calculation of a GM Extended Protection claim is being done they want ...
Re: SERVICE CONTRACTS CHEVPMUs1N18 - 07/29/2015
The Extended Protection Claims Manual is available in GlobalConnect. Select Service from the Departments tab then select Dealership Policies, Procedures & Guides from Quick Links. The Divisional Extended Protection Claims Manual is available in this...
SERVICE CONTRACTS CHEVPMUs1N18 - 07/23/2015
Recently had a claim that lists this plan under SERVICE CONTRACTS (instead of Major Guard or like plan) it states: CHEVPMUs1N18 on the VIS. It lists a policy# and by Owner it says Extended Protection No one at DBC seemed to know how to claim the 2 yr...
Certified Services beyond mileage limit - 08/10/2015
Can anyone point to information that says whether or not we can authorize a Certified LOF/TIROT 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 ...
Re: Certified Services beyond mileage limit - 08/11/2015
Unable to track down the specific information re: Certified Service performed outside of the 2/24,000 plan parameters. I was able to locate the following in the Chevrolet 2-Year Scheduled Maintenance FAQ: "Customers are limited to four service events...
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)
Service Calls - 12/23/2009
... 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 call to a customer. Usually we jump start the vehicle & bring...
Re: Service Calls - 12/23/2009
We usually use T2020 with story and amount in net items
Re: Service Calls - 12/23/2009
... their own roadside assistance and receive reimbersement using the labor op; Towing; Z8011 Lockout Service; Z8012 Emergency Fuel Service; Z8013 Jump Start Service; Z8014 Flat Tire; Z8015. I've used these over and over. Merry Christmas!...
Re: Service Calls - 12/24/2009
Thank you thank you thank you!!!!!!!!!!! Merry Christmas to you too!
Service Certificate - 01/18/2010
I have a GMC claim that has a service certificate for oil change, rotate and 27 point inspection. The certificate says to follow Administrative message G_000041021. Can someone tell me where to find this message?
Re: Service Certificate hope it helps - 01/18/2010
if you call DBC and give them that number they will walk you through the search in globe connect Advanced Search Dan
Re: Service Certificate - 01/18/2010
ON DEALERWORLD GO TO MESSAGES AND SEARCH ARCHIVED MESSAGES. YOU CAN PUT THE OPERATION CODE OR THE MESSAGE NUMBER IN. THERE ARE SEVERAL GOING RIGHT NOW FOR THE "FREE AGENTS" & "PREFERRED PONTIAC". YOU MAY WANT TO PRINT BOTH:)
"NOT GOODWILL-MIC SERVICE AGREEMENT FOUND" - 10/13/2009
... recoup partial labor as Goodwill out of warranty repair with labor op. Rejected "Not goodwill-MIC service agreement found". Customer participated in cost of repair. GMPP contract in force not in customers name. Not sure how to proceed. Any ideas? Th...
Re: Service Update did not clear - 02/25/2009
I HAD THAT HAPPEN ONCE - I CALLED MY GM REP, DUE TO THE FACT SHE IS ALWAYS WATCHING THAT WE GET THOSE COMPLETED.
Re: Service Update did not clear - 02/26/2009
HAVE NOTICED VEHICLES STILL LISTED AFTER A LIITLE RESEARCH FOUND THAT WE DEALER TRADED VEHICLE.AFTER AWHILE THEY DISAPPEAR FROM LIST.
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...
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: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/10/2010
Did her dealership close?
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/10/2010
Not 100% sure, but I think that was the case... I am hoping so anyways, the $20 they allow is below our cost!
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/10/2010
We can not believe that GM thinks that $20 is ok.
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: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/03/2010
Is the labor op for Pontiac preferred owner program the same as for Saturn preferred owner program? I am unable to find the info in messages from GM.
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/04/2010
Saturn is Z2240, Pontiac is Z2241.
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/06/2010
[quote] GMNL16173: Is the labor op for Pontiac preferred owner program the same as for Saturn preferred owner program? I am unable to find the info in messages from GM. [/quote]
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/06/2010
Z2236 for Pontiac preferred owner program
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/11/2010
We just received a coupon with the last 8 of the VIN that said "Goodwrench" for $10 off an oil change. Anybody know about this promotion?
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/11/2010
We've seen a couple of those $10 off coupons from goodwrench. The ones we've had havent had any claim info on them, so we've just discounted the oil change the $10. No warranty claim was ever done.
Service Agent Summary Report - 06/18/2010
Just wondering it anyone else can not access the Summary Report for May?
Re: Service Agent Summary Report - 06/18/2010
I was able to. Try again....
Re: Service Agent Summary Report - 06/18/2010
We have tried daily. We called DBC and they are looking into it
Re: Service Agent Summary Report - 06/18/2010
From a Global Connect msg: Date: 06/02/2010 Ref. number: Service / Warranty / G_0000057519 Subject: Global Warranty Expense Analysis Reports -------------------------------------------------------------------------------- To: All Dealers and Wholesale...
Re: Service Agent Summary Report - 06/18/2010
Thank You Mark!
Re: Service Agent Summary Report - 06/23/2010
I have only found a Service Agent summary report section with "Summary by Reject Reason" and "Average Payment Period". Should there be any other sections? I haven't found anything similar to the old DA report WINS used to have.
Re: Service Agent Summary Report - 06/23/2010
The Service Agent Summary Report is the new monthly report. DBC called me yesterday, said that June 28th the report will be out.
Re: Service Agent Summary Report - 06/23/2010
[quote] Tonia: The Service Agent Summary Report is the new monthly report. DBC called me yesterday, said that June 28th the report will be out. [/quote] Where are you finding access to this report?
Re: Service Agent Summary Report - 06/23/2010
Global Warranty-Analyze Warranty section
ON DEALERWORLD GO TO MESSAGES AND SEARCH ARCHIVED MESSAGES. YOU CAN PUT THE OPERATION CODE OR THE MESSAGE NUMBER IN. THERE ARE SEVERAL GOING RIGHT NOW FOR THE "FREE AGENTS" & "PREFERRED PONTIAC". YOU MAY WANT TO PRINT BOTH:)
"NOT GOODWILL-MIC SERVICE AGREEMENT FOUND" - 10/13/2009
... recoup partial labor as Goodwill out of warranty repair with labor op. Rejected "Not goodwill-MIC service agreement found". Customer participated in cost of repair. GMPP contract in force not in customers name. Not sure how to proceed. Any ideas? Th...
Re: Service Update did not clear - 02/25/2009
I HAD THAT HAPPEN ONCE - I CALLED MY GM REP, DUE TO THE FACT SHE IS ALWAYS WATCHING THAT WE GET THOSE COMPLETED.
Re: Service Update did not clear - 02/26/2009
HAVE NOTICED VEHICLES STILL LISTED AFTER A LIITLE RESEARCH FOUND THAT WE DEALER TRADED VEHICLE.AFTER AWHILE THEY DISAPPEAR FROM LIST.
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...
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: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/10/2010
Did her dealership close?
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/10/2010
Not 100% sure, but I think that was the case... I am hoping so anyways, the $20 they allow is below our cost!
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/10/2010
We can not believe that GM thinks that $20 is ok.
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: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/03/2010
Is the labor op for Pontiac preferred owner program the same as for Saturn preferred owner program? I am unable to find the info in messages from GM.
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/04/2010
Saturn is Z2240, Pontiac is Z2241.
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/06/2010
[quote] GMNL16173: Is the labor op for Pontiac preferred owner program the same as for Saturn preferred owner program? I am unable to find the info in messages from GM. [/quote]
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/06/2010
Z2236 for Pontiac preferred owner program
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/11/2010
We just received a coupon with the last 8 of the VIN that said "Goodwrench" for $10 off an oil change. Anybody know about this promotion?
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/11/2010
We've seen a couple of those $10 off coupons from goodwrench. The ones we've had havent had any claim info on them, so we've just discounted the oil change the $10. No warranty claim was ever done.
Service Agent Summary Report - 06/18/2010
Just wondering it anyone else can not access the Summary Report for May?
Re: Service Agent Summary Report - 06/18/2010
I was able to. Try again....
Re: Service Agent Summary Report - 06/18/2010
We have tried daily. We called DBC and they are looking into it
Re: Service Agent Summary Report - 06/18/2010
From a Global Connect msg: Date: 06/02/2010 Ref. number: Service / Warranty / G_0000057519 Subject: Global Warranty Expense Analysis Reports -------------------------------------------------------------------------------- To: All Dealers and Wholesale...
Re: Service Agent Summary Report - 06/18/2010
Thank You Mark!
Re: Service Agent Summary Report - 06/23/2010
I have only found a Service Agent summary report section with "Summary by Reject Reason" and "Average Payment Period". Should there be any other sections? I haven't found anything similar to the old DA report WINS used to have.
Re: Service Agent Summary Report - 06/23/2010
The Service Agent Summary Report is the new monthly report. DBC called me yesterday, said that June 28th the report will be out.
Re: Service Agent Summary Report - 06/23/2010
[quote] Tonia: The Service Agent Summary Report is the new monthly report. DBC called me yesterday, said that June 28th the report will be out. [/quote] Where are you finding access to this report?
Re: Service Agent Summary Report - 06/23/2010
Global Warranty-Analyze Warranty section
Re: Service Agent Summary Report - 06/23/2010
[quote] Tonia: Global Warranty-Analyze Warranty section [/quote] and what is it called? I don't see a service agent summary report listed. is it like the old DA?
Re: Service Agent Summary Report - 06/23/2010
It is called Service Agent Summary Report. It looks nothing like the old DA report. It is alittle confusing at first.
SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 03/30/2010
Has anyone else submitted claims on global for the Saturn Free oil change service Z2240. I have submit some of these in and I get an error message Error 071 : Problems encountered during financial posting. Warning 123 : This transaction is being reviewed...
GWM -- GM SERVICE CERTIFICATES - 03/11/2010
MY SERVICE CERTIFICATE RO'S SEEM TO KEEP REJECTING FOR VIN NUMBER, SINCE WE ARE A CHEV DEALER BUT I AM TRYING TO SUBMIT A BUICK WOULD THAT MAKE A DIFFERENCE
Re: GWM -- GM SERVICE CERTIFICATES - 03/11/2010
If the vehicle is 10 yrs old it's necessary to flag as vin not on file.
Re: GWM -- GM SERVICE CERTIFICATES - 03/11/2010
THIS PERTICULAR VEHICLE IS AN 2004, THATS WHAT IS STRANGE - I HAVE DOUBLE CHECKED THE VIN ALSO TO MAKE SURE I ENTERED IT CORRECT
Re: GWM -- GM SERVICE CERTIFICATES - 03/12/2010
If the certificates you are speaking of are for the oil change, tire rotation where we submit for some money back, you need to make sure that the VIN matches what is on the certificate.
Re: GWM -- GM SERVICE CERTIFICATES - 03/12/2010
IVE HAD THAT HAPPEN AND JUST PUT IT AS VIN NOT ON FILE AND IT PAID
SERVICE OFFER CERTIFICATES - 04/12/2010
WHERE CAN ONE FIND INFO (SERVICE OFFER CERTIFICATES) I HAVE ONE FOR Z2241 AM LOOKING FOR THE AMOUNT THAT ONE CAN CLAIM
Re: SERVICE OFFER CERTIFICATES - 04/12/2010
JUST FOUND IT ,HAD TO READ THE VERY FINE PRINT ON THE CERTIFICATE GAVE DOC #
Re: SERVICE OFFER CERTIFICATES - 04/13/2010
YOU CAN ALSO REFER TO: PARTS/PROGRAM AND PROMOTIONS/G_0000041021 IN GLOBAL CONNECT
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 04/06/2010
We've done two of them, and both have shown up as PENDING. Same error message as yours.
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 04/07/2010
So Saturn AND Pontiac have the same program going? Sigh.
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...
PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 02/24/2010
I HAVE AN ONGOING BATTLE ON USING PARTIAL FLUID AMOUNTS... EXAMPLE - RECALL 09132, CALLS FOR 1/4 CONTAINER NOT TO EXCEED $1.40 IN NET ---- MY PARTS DEPT KEEPS CHARGING THE ENTIRE BOTTLE DUE THEY SAY THE CANT GET THE UNUSED PORTION BACK DUE TO CANT KEEP ...
Re: PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 02/25/2010
Does your parts department make service eat the difference and why cant you have partial bottles?
Re: PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 02/25/2010
HAVE THE SAME PROBLEM!! LET ME KNOW IF YOU FIND A SOLUTION......
Re: PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 02/25/2010
... and we agreed that they wont charge out any fluid on the RO. They just charge the bottle to our service dept directly. I then charge out the fluid ($1.40) on the RO's as a fluid(on ADP I just add it like a misc charge in ASL) and submit $1.40 in net....
Re: PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 02/25/2010
DOES THE MONEY END ON IT COME OUT RIGHT DOING IT THAT WAY??? OR IS THE INVENTORY WAY OFF????
Re: PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 02/25/2010
Heather - are you the Heather from the recent workshop in Chicago? Sorry to get off track, but I have to know!
Re: PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 02/25/2010
I haven't had any problems with inventory being off posting it that way. No, I wasn't at a workshop recently.
Re: PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 02/26/2010
Thanks Heather! There was a Heather in our Chicago warranty class who just got warranties dumped on her like 1 week prior. She had no knowledge of the warranty process at all, and is trying to learn as she goes.
Re: PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 03/01/2010
We are on ADP. Our parts department doesn't charge the fluid out. I bill 1/4 container of fluid under miscellaneous and code it to the part department bill code (24200). I make sure to put the cost in at the correct amount. Parts gets credited for ...
Re: Question on outdated service update - 01/14/2011
You can fill out a recall action report and send it to your Fixed Op Manager. This person will then contact GM to have the campaign closed in VISS. If you need me to fax you the form to do this, post your fax # and I will send it along. I've forgotten ...
Re: Question on outdated service update - 01/14/2011
The form would be great! 719-275-0716 is the fax# here. Thanks so much!
[quote] Tonia: Global Warranty-Analyze Warranty section [/quote] and what is it called? I don't see a service agent summary report listed. is it like the old DA?
Re: Service Agent Summary Report - 06/23/2010
It is called Service Agent Summary Report. It looks nothing like the old DA report. It is alittle confusing at first.
SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 03/30/2010
Has anyone else submitted claims on global for the Saturn Free oil change service Z2240. I have submit some of these in and I get an error message Error 071 : Problems encountered during financial posting. Warning 123 : This transaction is being reviewed...
GWM -- GM SERVICE CERTIFICATES - 03/11/2010
MY SERVICE CERTIFICATE RO'S SEEM TO KEEP REJECTING FOR VIN NUMBER, SINCE WE ARE A CHEV DEALER BUT I AM TRYING TO SUBMIT A BUICK WOULD THAT MAKE A DIFFERENCE
Re: GWM -- GM SERVICE CERTIFICATES - 03/11/2010
If the vehicle is 10 yrs old it's necessary to flag as vin not on file.
Re: GWM -- GM SERVICE CERTIFICATES - 03/11/2010
THIS PERTICULAR VEHICLE IS AN 2004, THATS WHAT IS STRANGE - I HAVE DOUBLE CHECKED THE VIN ALSO TO MAKE SURE I ENTERED IT CORRECT
Re: GWM -- GM SERVICE CERTIFICATES - 03/12/2010
If the certificates you are speaking of are for the oil change, tire rotation where we submit for some money back, you need to make sure that the VIN matches what is on the certificate.
Re: GWM -- GM SERVICE CERTIFICATES - 03/12/2010
IVE HAD THAT HAPPEN AND JUST PUT IT AS VIN NOT ON FILE AND IT PAID
SERVICE OFFER CERTIFICATES - 04/12/2010
WHERE CAN ONE FIND INFO (SERVICE OFFER CERTIFICATES) I HAVE ONE FOR Z2241 AM LOOKING FOR THE AMOUNT THAT ONE CAN CLAIM
Re: SERVICE OFFER CERTIFICATES - 04/12/2010
JUST FOUND IT ,HAD TO READ THE VERY FINE PRINT ON THE CERTIFICATE GAVE DOC #
Re: SERVICE OFFER CERTIFICATES - 04/13/2010
YOU CAN ALSO REFER TO: PARTS/PROGRAM AND PROMOTIONS/G_0000041021 IN GLOBAL CONNECT
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 04/06/2010
We've done two of them, and both have shown up as PENDING. Same error message as yours.
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 04/07/2010
So Saturn AND Pontiac have the same program going? Sigh.
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...
PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 02/24/2010
I HAVE AN ONGOING BATTLE ON USING PARTIAL FLUID AMOUNTS... EXAMPLE - RECALL 09132, CALLS FOR 1/4 CONTAINER NOT TO EXCEED $1.40 IN NET ---- MY PARTS DEPT KEEPS CHARGING THE ENTIRE BOTTLE DUE THEY SAY THE CANT GET THE UNUSED PORTION BACK DUE TO CANT KEEP ...
Re: PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 02/25/2010
Does your parts department make service eat the difference and why cant you have partial bottles?
Re: PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 02/25/2010
HAVE THE SAME PROBLEM!! LET ME KNOW IF YOU FIND A SOLUTION......
Re: PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 02/25/2010
... and we agreed that they wont charge out any fluid on the RO. They just charge the bottle to our service dept directly. I then charge out the fluid ($1.40) on the RO's as a fluid(on ADP I just add it like a misc charge in ASL) and submit $1.40 in net....
Re: PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 02/25/2010
DOES THE MONEY END ON IT COME OUT RIGHT DOING IT THAT WAY??? OR IS THE INVENTORY WAY OFF????
Re: PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 02/25/2010
Heather - are you the Heather from the recent workshop in Chicago? Sorry to get off track, but I have to know!
Re: PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 02/25/2010
I haven't had any problems with inventory being off posting it that way. No, I wasn't at a workshop recently.
Re: PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 02/26/2010
Thanks Heather! There was a Heather in our Chicago warranty class who just got warranties dumped on her like 1 week prior. She had no knowledge of the warranty process at all, and is trying to learn as she goes.
Re: PARTIAL FLUID CHARGES (PARTS DEPT VS SERVICE DEPT) - 03/01/2010
We are on ADP. Our parts department doesn't charge the fluid out. I bill 1/4 container of fluid under miscellaneous and code it to the part department bill code (24200). I make sure to put the cost in at the correct amount. Parts gets credited for ...
Re: Question on outdated service update - 01/14/2011
You can fill out a recall action report and send it to your Fixed Op Manager. This person will then contact GM to have the campaign closed in VISS. If you need me to fax you the form to do this, post your fax # and I will send it along. I've forgotten ...
Re: Question on outdated service update - 01/14/2011
The form would be great! 719-275-0716 is the fax# here. Thanks so much!
Re: Question on outdated service update - 01/14/2011
You can find the form on Global Connect in the Library, under Service--Field Action--CAM-01 (Vehicle Recall Action Report) also.
Saturn Trans Service MIC code - 01/04/2011
I was rejected for labor op Moo61 for a Saturn Transmission Service. Net item exceeds allowance. This was my first Saturn Trans Service claim, anyone had any issues? Got any suggestions? Thanks, Brian
Question on outdated service update - 01/11/2011
We have a vehicle in inventory 07 Suburban with on open service update 07007 that expires with base warranty. This vehicle is out of warranty by miles and time. However, the VIS still shows the service update as open. I looked at the update information...
REJECT: SERVICE PART REPLACEMENT ??? - 02/11/2011
REJECT REASON: #842 SERVICE PART REPLACEMENT ....... NOT ON LIST / WHERE CAN I FIND INFO ON WHAT IT MEANS
Certified Service - 03/22/2011
I just found out that the 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, ...
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: Certified Service - 03/23/2011
... HUGE pain in the rump. As far as keeping track, we just check vehicle history in ADP prior to the service. They are entitled to 4 services (LOF/ROT) during the year. We also wrote the date & mileage on their cards, and when they completed the last...
Reject Code 038: Service Agent is not allowed to submit authorization code - 11/02/2010
Have you seen reject code 038 (service agent is not allowed to submit authorization code) on your warranty transaction submissions recently? If so... 1. how do you submit warranty transaction? Via an in house DMS (ADP/Reynolds/Auto Soft/etc) or directly...
Re: Reject Code 038: Service Agent is not allowed to submit authorization code - 11/03/2010
what authorization code are you trying to use?? its possible you are using the wrong one..
Re: Reject Code 038: Service Agent is not allowed to submit authorization code - 11/03/2010
IS THIS SOME KIND OF A TRICK QUESTION?? SOMETHING IS NOT RIGHT ..CONNIE
Re: Reject Code 038: Service Agent is not allowed to submit authorization code - 11/03/2010
I've received this reject code a few times and have Hrouted the claim with good notes. Usually they get paid with a little back & forth banter between me & the warranty specialist. I really don't know the reason, perhaps there are certain opcodes that ...
Re: Reject Code 038: Service Agent is not allowed to submit authorization code - 11/03/2010
It appears as though we have had 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 ...
Re: Reject Code 038: Service Agent is not allowed to submit authorization code - 11/03/2010
sorry i was reading this wrong..i did have a claim reject yesterday for code 038...not only for auth code not allowed but for related repairs and parts allowance for labor op J5650..i had problems fixing this on reynolds i went on global warranty and ...
Re: Reject Code 038: Service Agent is not allowed to submit authorization code - 11/19/2010
The technician GMIN error (005) was populated on the transaction in addition to the out of warranty error (code 802/803) - with the out of warranty error being informational, in this case, as you had applied your code for goodwill empowerment. Once ...
Re: Reject Code 038: Service Agent is not allowed to submit authorization code - 11/19/2010
thanks kristen for your help,i have been doing warranties off and on since 1973 and i always learn something new i like that..connie
Shuttle Service - 11/23/2010
Does warranty pay for a shuttle service if no repairs were done because they have to order the parts.
Re: Shuttle Service - 11/23/2010
Z1000, I found it in Warranty newsletter from May 2010
Re: Service Agent Summary Report - 06/25/2010
[quote] Tonia: It is called Service Agent Summary Report. It looks nothing like the old DA report. It is alittle confusing at first. [/quote] I'm still not finding the link. I suppose I will check with my system administrator to see if she has to add...
Re: Service Agent Summary Report - 06/28/2010
[quote] h&kchevy : [quote] Tonia: It is called Service Agent Summary Report. It looks nothing like the old DA report. It is alittle confusing at first. [/quote] I'm still not finding the link. I suppose I will check with my system administrator to see...
Re: Service Agent Summary Report - 06/28/2010
I'm not sure, but I have always had it since we changed to Global.
Re: Service Agent Summary Report - 06/29/2010
[quote] Tonia: It is called Service Agent Summary Report. It looks nothing like the old DA report. It is alittle confusing at first. [/quote] Is it supposed to be under the Report Generator section or the View Warranty Analysis Reports section?
Re: Service Agent Summary Report - 06/29/2010
It under the Analyze Warranty tab. But I still am not sure if May is there. I was told May's report would be available the 28th, but I only still see April. I'm gonna call DBC again.
Service Management Approvals - 09/19/2007
... customer invoice after repairs are completed. At this time we are adding a labor op line with the service managers name date explanation of authorization etc so it prints out on the final repair order, but I am also still stamping a printed copy and...
SERVICE TIRE MONITOR LIGHT - 04/03/2008
I HAVE NOTICED WE HAVE HAD ALOT OF: (COMPLAINT-SERVICE TIRE MONITOR LIGHT ON) -- IS ANYONE ELSE HAVING ALOT OF THIS CONCERN, & HOW ARE YOU HANDLING IT & CODING FOR IT ?? THE CURRENT RO I HAVE IS A: 2008 TAHOE 1GNFK13038J197510 - WE CHECKED TIRE PRESSURE...
Re: SERVICE TIRE MONITOR LIGHT - 04/03/2008
... 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 Warning Sensor REplacement should be used whenever...
You can find the form on Global Connect in the Library, under Service--Field Action--CAM-01 (Vehicle Recall Action Report) also.
Saturn Trans Service MIC code - 01/04/2011
I was rejected for labor op Moo61 for a Saturn Transmission Service. Net item exceeds allowance. This was my first Saturn Trans Service claim, anyone had any issues? Got any suggestions? Thanks, Brian
Question on outdated service update - 01/11/2011
We have a vehicle in inventory 07 Suburban with on open service update 07007 that expires with base warranty. This vehicle is out of warranty by miles and time. However, the VIS still shows the service update as open. I looked at the update information...
REJECT: SERVICE PART REPLACEMENT ??? - 02/11/2011
REJECT REASON: #842 SERVICE PART REPLACEMENT ....... NOT ON LIST / WHERE CAN I FIND INFO ON WHAT IT MEANS
Certified Service - 03/22/2011
I just found out that the 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, ...
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: Certified Service - 03/23/2011
... HUGE pain in the rump. As far as keeping track, we just check vehicle history in ADP prior to the service. They are entitled to 4 services (LOF/ROT) during the year. We also wrote the date & mileage on their cards, and when they completed the last...
Reject Code 038: Service Agent is not allowed to submit authorization code - 11/02/2010
Have you seen reject code 038 (service agent is not allowed to submit authorization code) on your warranty transaction submissions recently? If so... 1. how do you submit warranty transaction? Via an in house DMS (ADP/Reynolds/Auto Soft/etc) or directly...
Re: Reject Code 038: Service Agent is not allowed to submit authorization code - 11/03/2010
what authorization code are you trying to use?? its possible you are using the wrong one..
Re: Reject Code 038: Service Agent is not allowed to submit authorization code - 11/03/2010
IS THIS SOME KIND OF A TRICK QUESTION?? SOMETHING IS NOT RIGHT ..CONNIE
Re: Reject Code 038: Service Agent is not allowed to submit authorization code - 11/03/2010
I've received this reject code a few times and have Hrouted the claim with good notes. Usually they get paid with a little back & forth banter between me & the warranty specialist. I really don't know the reason, perhaps there are certain opcodes that ...
Re: Reject Code 038: Service Agent is not allowed to submit authorization code - 11/03/2010
It appears as though we have had 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 ...
Re: Reject Code 038: Service Agent is not allowed to submit authorization code - 11/03/2010
sorry i was reading this wrong..i did have a claim reject yesterday for code 038...not only for auth code not allowed but for related repairs and parts allowance for labor op J5650..i had problems fixing this on reynolds i went on global warranty and ...
Re: Reject Code 038: Service Agent is not allowed to submit authorization code - 11/19/2010
The technician GMIN error (005) was populated on the transaction in addition to the out of warranty error (code 802/803) - with the out of warranty error being informational, in this case, as you had applied your code for goodwill empowerment. Once ...
Re: Reject Code 038: Service Agent is not allowed to submit authorization code - 11/19/2010
thanks kristen for your help,i have been doing warranties off and on since 1973 and i always learn something new i like that..connie
Shuttle Service - 11/23/2010
Does warranty pay for a shuttle service if no repairs were done because they have to order the parts.
Re: Shuttle Service - 11/23/2010
Z1000, I found it in Warranty newsletter from May 2010
Re: Service Agent Summary Report - 06/25/2010
[quote] Tonia: It is called Service Agent Summary Report. It looks nothing like the old DA report. It is alittle confusing at first. [/quote] I'm still not finding the link. I suppose I will check with my system administrator to see if she has to add...
Re: Service Agent Summary Report - 06/28/2010
[quote] h&kchevy : [quote] Tonia: It is called Service Agent Summary Report. It looks nothing like the old DA report. It is alittle confusing at first. [/quote] I'm still not finding the link. I suppose I will check with my system administrator to see...
Re: Service Agent Summary Report - 06/28/2010
I'm not sure, but I have always had it since we changed to Global.
Re: Service Agent Summary Report - 06/29/2010
[quote] Tonia: It is called Service Agent Summary Report. It looks nothing like the old DA report. It is alittle confusing at first. [/quote] Is it supposed to be under the Report Generator section or the View Warranty Analysis Reports section?
Re: Service Agent Summary Report - 06/29/2010
It under the Analyze Warranty tab. But I still am not sure if May is there. I was told May's report would be available the 28th, but I only still see April. I'm gonna call DBC again.
Service Management Approvals - 09/19/2007
... customer invoice after repairs are completed. At this time we are adding a labor op line with the service managers name date explanation of authorization etc so it prints out on the final repair order, but I am also still stamping a printed copy and...
SERVICE TIRE MONITOR LIGHT - 04/03/2008
I HAVE NOTICED WE HAVE HAD ALOT OF: (COMPLAINT-SERVICE TIRE MONITOR LIGHT ON) -- IS ANYONE ELSE HAVING ALOT OF THIS CONCERN, & HOW ARE YOU HANDLING IT & CODING FOR IT ?? THE CURRENT RO I HAVE IS A: 2008 TAHOE 1GNFK13038J197510 - WE CHECKED TIRE PRESSURE...
Re: SERVICE TIRE MONITOR LIGHT - 04/03/2008
... 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 Warning Sensor REplacement should be used whenever...
Re: SERVICE TIRE MONITOR LIGHT - 04/03/2008
I think alot of cust get there tires rotated and not getting there sensors relearned like in there owners man. I would use E0716 and WM/3L. It seems to work for me. Also let the cust know that is part of maint. or they will come back every time they get ...
Service Records Retention Question - 01/13/2009
I am aware of Policies & Procedures 1.6.3 that states "Dealer is responsible for maintaining complete and accurate records for a minimum period of 24 months from repair order date." My question to everyone is: how long does your dealership keep records, ...
Re: Service Records Retention Question - 01/13/2009
OUR DEALERSHIP KEEPS THE FILES FOR (5-YEARS) ..."CURRENT 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 ...
Re: Service Records Retention Question - 01/13/2009
... give us a certificate stating the paperwork was burned. The only paperwork we keep longer is for lifetime parts. We leave them in the customer file....
Re: Service Records Retention Question - 01/14/2009
We here in WA. keep 2 yrs of current records in the office, save 3 additional years in storage.
Service Update did not clear - 02/24/2009
I have a service update that still shows on our Service Update Bulletin link as open even though we completed it last Oct. It does show as closed in VIS and labor op shows in claim history. I tried calling DBC on it and they transferred me around a...
Re: Service Update did not clear - 02/24/2009
I had one on there for 5 or 6 months that finally disappeared. I ignored it and it went away!
Re: Service Update did not clear - 02/24/2009
I DIDN'T KNOW THAT THE SERVICE UPDATES EVER CLEARED. LEARN SOMETHING NEW EVERYDAY.
Re: Service Update did not clear - 02/24/2009
Yep- in the service update bulletin link where it downloads the Excel sheet from GM. Once they pay, it is supposed to clear it out and should only show Service Updates that have not been completed. Does have the occasional hiccup!
first service warranty - 02/13/2024
is tire rotation includedFormat: Video
Which service advisor/writer to use when closing ticket - 07/05/2023
We changed one of our service advisors while a repair was still being completed due to parts wait. When I submit the claim should I use the original advisor who wrote up the repair order or the new advisor who actually completed the ticket being...
Service Agent Analysis report - 05/12/2023
Hello, If you could do a video on the the "Service Agent Analysis report" What each category means. How to improve? Also dive into the trend report etc to better explain the report. Format: Video
recall #N222390690: Service Update - High Voltage Harness Contacting Metal Edge - (May 11, 2023) - 05/25/2023
Has anyone done this recall yet? i did not see where there is allowance for tape and wire ties.
Service Manager signature on PDI form - 03/29/2023
Does anyone know if the service manager signature is still required on the PDI inspection form? If not is there documentation that states that?
Service management approval - 01/09/2024
... 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 on this. Does anyone know if this is th...
1st Service Warranty Claim - 01/11/2024
Can I get compensated for tire rotation on the first service visit?
Service Bay Test - 01/22/2024
HiI know I had asked this question a while ago but still haven't figured out the best LOP to use. Has anyone else had to claim this? I know someone had mentioned before about using the diesel particulate filter lop with OLH. Would love to hear what others ...
Electronic Service Center processing warranty claims with CCL - 12/05/2022
Normally the ESC can be counted on to properly bill exchange components and not charge the dealership for the part. Today however, we ran into a situation where the owner was covered by a CCL,,,which was correctly noted in IVH,,,and the ESC still ...
New GM Warranty Aid in Service Information - 02/19/2018
Hey everyone! Go check out the new warranty aid! It is going to be a really huge help! Edit: Does anyone know why the job aid is not available for all years/models? I have had a few that don't offer it. Maybe ...
part warranty on service repair. - 12/21/2017
Doing a glow plug for special coverage. First glow plug installed was faulty right out of the box. unsure of proper way to document and submit for its replacement on the same job card
DAYS OUT OF SERVICE - 01/25/2018
DOES GM TRACK DAYS OUT OF SERVICE LIKE CHRYSLER DOESFormat: Article
Service Contract Claims ZSCT - 08/07/2017
How do I submit these claims with regards to the parts. I have one that paid but see that it didn't pay the parts mark up. This is for a condenser. I didn't think we had to do anything different with parts except in the case of radios. We don't do many ...
GMCPP72/100P SERVICE CONTRACT - 05/21/2018
GMCPP72/100P DOES ANYONE KNOW WHAT KIND OF CONTRACT THIS IS?
REJECTION % ON SERVICE AGENT ANALYSIS REPORT - 07/12/2018
Does anyone know what GM expects the reject % to be on the analysis report for warranty submission?Thanks!
Shuttle Service? - 11/30/2018
I was just reading the Dec 2018 newletter about Shuttle Service. I was disappointed to not see the documentation requirements for warranty when a shuttle is provided. Can anyone tell me?
I think alot of cust get there tires rotated and not getting there sensors relearned like in there owners man. I would use E0716 and WM/3L. It seems to work for me. Also let the cust know that is part of maint. or they will come back every time they get ...
Service Records Retention Question - 01/13/2009
I am aware of Policies & Procedures 1.6.3 that states "Dealer is responsible for maintaining complete and accurate records for a minimum period of 24 months from repair order date." My question to everyone is: how long does your dealership keep records, ...
Re: Service Records Retention Question - 01/13/2009
OUR DEALERSHIP KEEPS THE FILES FOR (5-YEARS) ..."CURRENT 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 ...
Re: Service Records Retention Question - 01/13/2009
... give us a certificate stating the paperwork was burned. The only paperwork we keep longer is for lifetime parts. We leave them in the customer file....
Re: Service Records Retention Question - 01/14/2009
We here in WA. keep 2 yrs of current records in the office, save 3 additional years in storage.
Service Update did not clear - 02/24/2009
I have a service update that still shows on our Service Update Bulletin link as open even though we completed it last Oct. It does show as closed in VIS and labor op shows in claim history. I tried calling DBC on it and they transferred me around a...
Re: Service Update did not clear - 02/24/2009
I had one on there for 5 or 6 months that finally disappeared. I ignored it and it went away!
Re: Service Update did not clear - 02/24/2009
I DIDN'T KNOW THAT THE SERVICE UPDATES EVER CLEARED. LEARN SOMETHING NEW EVERYDAY.
Re: Service Update did not clear - 02/24/2009
Yep- in the service update bulletin link where it downloads the Excel sheet from GM. Once they pay, it is supposed to clear it out and should only show Service Updates that have not been completed. Does have the occasional hiccup!
first service warranty - 02/13/2024
is tire rotation includedFormat: Video
Which service advisor/writer to use when closing ticket - 07/05/2023
We changed one of our service advisors while a repair was still being completed due to parts wait. When I submit the claim should I use the original advisor who wrote up the repair order or the new advisor who actually completed the ticket being...
Service Agent Analysis report - 05/12/2023
Hello, If you could do a video on the the "Service Agent Analysis report" What each category means. How to improve? Also dive into the trend report etc to better explain the report. Format: Video
recall #N222390690: Service Update - High Voltage Harness Contacting Metal Edge - (May 11, 2023) - 05/25/2023
Has anyone done this recall yet? i did not see where there is allowance for tape and wire ties.
Service Manager signature on PDI form - 03/29/2023
Does anyone know if the service manager signature is still required on the PDI inspection form? If not is there documentation that states that?
Service management approval - 01/09/2024
... 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 on this. Does anyone know if this is th...
1st Service Warranty Claim - 01/11/2024
Can I get compensated for tire rotation on the first service visit?
Service Bay Test - 01/22/2024
HiI know I had asked this question a while ago but still haven't figured out the best LOP to use. Has anyone else had to claim this? I know someone had mentioned before about using the diesel particulate filter lop with OLH. Would love to hear what others ...
Electronic Service Center processing warranty claims with CCL - 12/05/2022
Normally the ESC can be counted on to properly bill exchange components and not charge the dealership for the part. Today however, we ran into a situation where the owner was covered by a CCL,,,which was correctly noted in IVH,,,and the ESC still ...
New GM Warranty Aid in Service Information - 02/19/2018
Hey everyone! Go check out the new warranty aid! It is going to be a really huge help! Edit: Does anyone know why the job aid is not available for all years/models? I have had a few that don't offer it. Maybe ...
part warranty on service repair. - 12/21/2017
Doing a glow plug for special coverage. First glow plug installed was faulty right out of the box. unsure of proper way to document and submit for its replacement on the same job card
DAYS OUT OF SERVICE - 01/25/2018
DOES GM TRACK DAYS OUT OF SERVICE LIKE CHRYSLER DOESFormat: Article
Service Contract Claims ZSCT - 08/07/2017
How do I submit these claims with regards to the parts. I have one that paid but see that it didn't pay the parts mark up. This is for a condenser. I didn't think we had to do anything different with parts except in the case of radios. We don't do many ...
GMCPP72/100P SERVICE CONTRACT - 05/21/2018
GMCPP72/100P DOES ANYONE KNOW WHAT KIND OF CONTRACT THIS IS?
REJECTION % ON SERVICE AGENT ANALYSIS REPORT - 07/12/2018
Does anyone know what GM expects the reject % to be on the analysis report for warranty submission?Thanks!
Shuttle Service? - 11/30/2018
I was just reading the Dec 2018 newletter about Shuttle Service. I was disappointed to not see the documentation requirements for warranty when a shuttle is provided. Can anyone tell me?
Service Agent Installed vs Over the Counter submission - 04/17/2019
This is very confusing to new AND slightly experienced Warranty Administrators (I'm 4yrs into my career). I would love to see a video explaining what these are and why we do them, what the differences are, what documentation is needed, and how to submit ...
Service Agent Analysis Summary Report - 05/14/2019
Is there any way to see past SAASR? I accidentally missed February's for our records and was just wondering if there was a way to access it.
Maintenance Service on dual wheel vehicles - 08/31/2019
Okay. So I was looking up some information regarding the difference maintenances and prices and I saw on the chart that there is now an additional charge of $10 that we can claim for the tire rotation on the dual wheel vehicles? 6.6 and 6.0's This is ...
Service Manager - 11/14/2019
Hi, I'm filling in as warranty admin and will have some newbie questions. Please bear with me. I have been submitting basic one line, 1 part claims and field actions etc, but need to know how to submit multiple parts on a claim and how to route OLH. Need ...
In-service Date? - 01/16/2020
I'm so frustrated by things like this. Article in JLWarranty Jan 2020 states that this needs to be entered at Job Card write up and can be easily found on IVH. But then it doesn't tell us how or where to find it on the IVH. Would someone ...
MID ENGINE CORVETTE FIRST FREE SERVICE - 07/30/2020
Wondering if any of you have run into this, have an answer, or even know about it. The maintenance program for the new mid-engine Corvette is supposed to include a required change of the transmission filter and fluid top off and includes the oil and filter ...
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
Email with this subject=== Technician and Service Advisor ID Number Validation in Global Warranty Management - 07/22/2021
I received this email and one part I've a question on ..... In cases where a Service Advisor did not write the job card, the Service Manager can enter his/her GMIN (example: Service Manager authorizes a Goodwill reimbursement for an incidental non-warranty...
Forum - 11/29/2021
Service Information >Service Manuals (usually the top link) > search bar there
Analyst Ranking on Service Agent Summary Roport? - 01/05/2022
... to be a lower number...the lower the better. Global Warranty Manual, pg 64 states, "The Service Agent is ranked by their Comparative Analtics Total against other Service Agents. The Service Agent with highest Total is ranked #1. If a Service...
Service Bay Test Labor Op? - 02/22/2022
I've had 2 separate repairs where the tech performed Reductant System Malfunction Service Bay Test. Explanation of this is on doc 5190537. I am wondering if anyone else has had this and what labor op you used. The only thing I can come up with is CCND....
Forum - 04/18/2018
... self authorization for a policy decision indicated, and comments supporting the replacement of a lifetime part within the terms of the Limited Lifetime Parts Warranty Program without completion of the PET. ...
Authorization Responsbilities - 09/19/2017
Hi,04-00-89-015 says:"Service Agent must designate one person who is ultimately responsible and accountable for the management of warranty expense. All approvals must be issued by service management. When portions of responsibilities are delegated to...
What Would You Do - 04/18 - 03/26/2018
... issue requiring replacement approximately three years ago. Since the compressor is a limited lifetime part, the advisor wrote the job card up as a warranty concern. The job card was dispatched to a technician, where the vehicle was diagnosed,...
Forum - 05/10/2018
... months/unlimited miles from the original installation of the part B) Covered by the Limited Lifetime Parts Warranty (Parts Only, No Labor) C) Covered by a Consumer Parts and Accessories Warranty So I'm not entirely sure whether it would...
Re: Part Warranty - 09/02/2009
since it is a new part it should carry the new part guarantee of the 12/12.
Re: Parts Warranty - 02/27/2014
... sounds as though your service advisor may have been referring to the new Certified Service Limited Lifetime Parts Warranty (new-January 1, 2013). With this program 12 specific components receive a limited lifetime warranty. While the components are covered...
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...
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 - 07/12/2021
Hello cmcge8810! Service Policies and Procedures Article 6.2.1 states the following in regards to stock vehicles: Service-Agent owned units: job card must clearly indicate in the owner information section that the vehicle is Service-Agent owned with...
Forum - 01/17/2020
This would also be a ZPTC would it not? Limited lifetime is parts only, not labor.
Forum - 01/16/2020
I have to use policy indicator, if outside the 24/unlimited (for lifetime warranty items), or on 36/100k (for powertrain items)
Forum - 01/16/2020
Things have definitely changed since the question pertaining to Lifetime Warranty brake components was posted on the Forum back in early 2010, right around the time that GWM was still in its infancy (hard to believe that was 10 years ago already!). As...
Forum - 03/06/2020
Pretty sure the Limited Lifetime Part warranty & 3/100 on Major Assemblies are exempt from PET
Re: CLAIM TYPE B - 07/02/2008
I am on "Reynolds" system & we have to put those shorter vin #'s in with (0's) in front of it ---- just another thought... did it fall under the Lifetime warranty Program ??
This is very confusing to new AND slightly experienced Warranty Administrators (I'm 4yrs into my career). I would love to see a video explaining what these are and why we do them, what the differences are, what documentation is needed, and how to submit ...
Service Agent Analysis Summary Report - 05/14/2019
Is there any way to see past SAASR? I accidentally missed February's for our records and was just wondering if there was a way to access it.
Maintenance Service on dual wheel vehicles - 08/31/2019
Okay. So I was looking up some information regarding the difference maintenances and prices and I saw on the chart that there is now an additional charge of $10 that we can claim for the tire rotation on the dual wheel vehicles? 6.6 and 6.0's This is ...
Service Manager - 11/14/2019
Hi, I'm filling in as warranty admin and will have some newbie questions. Please bear with me. I have been submitting basic one line, 1 part claims and field actions etc, but need to know how to submit multiple parts on a claim and how to route OLH. Need ...
In-service Date? - 01/16/2020
I'm so frustrated by things like this. Article in JLWarranty Jan 2020 states that this needs to be entered at Job Card write up and can be easily found on IVH. But then it doesn't tell us how or where to find it on the IVH. Would someone ...
MID ENGINE CORVETTE FIRST FREE SERVICE - 07/30/2020
Wondering if any of you have run into this, have an answer, or even know about it. The maintenance program for the new mid-engine Corvette is supposed to include a required change of the transmission filter and fluid top off and includes the oil and filter ...
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
Email with this subject=== Technician and Service Advisor ID Number Validation in Global Warranty Management - 07/22/2021
I received this email and one part I've a question on ..... In cases where a Service Advisor did not write the job card, the Service Manager can enter his/her GMIN (example: Service Manager authorizes a Goodwill reimbursement for an incidental non-warranty...
Forum - 11/29/2021
Service Information >Service Manuals (usually the top link) > search bar there
Analyst Ranking on Service Agent Summary Roport? - 01/05/2022
... to be a lower number...the lower the better. Global Warranty Manual, pg 64 states, "The Service Agent is ranked by their Comparative Analtics Total against other Service Agents. The Service Agent with highest Total is ranked #1. If a Service...
Service Bay Test Labor Op? - 02/22/2022
I've had 2 separate repairs where the tech performed Reductant System Malfunction Service Bay Test. Explanation of this is on doc 5190537. I am wondering if anyone else has had this and what labor op you used. The only thing I can come up with is CCND....
Forum - 04/18/2018
... self authorization for a policy decision indicated, and comments supporting the replacement of a lifetime part within the terms of the Limited Lifetime Parts Warranty Program without completion of the PET. ...
Authorization Responsbilities - 09/19/2017
Hi,04-00-89-015 says:"Service Agent must designate one person who is ultimately responsible and accountable for the management of warranty expense. All approvals must be issued by service management. When portions of responsibilities are delegated to...
What Would You Do - 04/18 - 03/26/2018
... issue requiring replacement approximately three years ago. Since the compressor is a limited lifetime part, the advisor wrote the job card up as a warranty concern. The job card was dispatched to a technician, where the vehicle was diagnosed,...
Forum - 05/10/2018
... months/unlimited miles from the original installation of the part B) Covered by the Limited Lifetime Parts Warranty (Parts Only, No Labor) C) Covered by a Consumer Parts and Accessories Warranty So I'm not entirely sure whether it would...
Re: Part Warranty - 09/02/2009
since it is a new part it should carry the new part guarantee of the 12/12.
Re: Parts Warranty - 02/27/2014
... sounds as though your service advisor may have been referring to the new Certified Service Limited Lifetime Parts Warranty (new-January 1, 2013). With this program 12 specific components receive a limited lifetime warranty. While the components are covered...
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...
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 - 07/12/2021
Hello cmcge8810! Service Policies and Procedures Article 6.2.1 states the following in regards to stock vehicles: Service-Agent owned units: job card must clearly indicate in the owner information section that the vehicle is Service-Agent owned with...
Forum - 01/17/2020
This would also be a ZPTC would it not? Limited lifetime is parts only, not labor.
Forum - 01/16/2020
I have to use policy indicator, if outside the 24/unlimited (for lifetime warranty items), or on 36/100k (for powertrain items)
Forum - 01/16/2020
Things have definitely changed since the question pertaining to Lifetime Warranty brake components was posted on the Forum back in early 2010, right around the time that GWM was still in its infancy (hard to believe that was 10 years ago already!). As...
Forum - 03/06/2020
Pretty sure the Limited Lifetime Part warranty & 3/100 on Major Assemblies are exempt from PET
Re: CLAIM TYPE B - 07/02/2008
I am on "Reynolds" system & we have to put those shorter vin #'s in with (0's) in front of it ---- just another thought... did it fall under the Lifetime warranty Program ??
Freight - 07/30/2008
Does anyone know if one can claim freight an a lifetime warr part, getting late in the day and can't think.
Forum - 10/14/2021
... 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 additional repair is necessary and approves adding the line...
Did you know? - 11/15/2018
Service Policies & Procedures Manual - General Information Go Publish Date: November 30, 2017PreviousTable of ContentsNext Previous Table of Contents Next Print Current Page 4 - Warranty Parts Center / Parts Return Policy 4.6 ...
Forum - 03/27/2020
Our showrooom was closed to in-person traffic on 3/20/20 by order of our Governor. The service and parts departments have remained fully staffed and open during this time. Beginning Monday, our hours will change from 7:30-6 M-F to 8-5 M-F. As of yesterday,...
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.
Re: OPTION CODE VAT - DEALER INSTALLED CHROME GRILLE - 10/06/2008
... pay 1.5 the dealer i sreimbursed via the open parts account $105.00 See message from 9/24/08 Service / Service / Service Operations / Service Operations / G_0000012187. It has all the codes and reimbursement amounts. They are calculated at $70.00/hr....
Re: DMA PRE AUTH - 01/10/2013
The one I have was sent by my DMA to the service manager by email that included instructions and the form to use..which needs to be filled out by the service manager and emailed to the DMA,if approved the DMA will reply both to the service manager and...
Re: DISTRIBUTOR LABOR OP - 06/22/2011
... don't use distributors, could you use an ignition coil? I would use that with good notes. Is it a lifetime part? Was it replaced in the past? Maybe it would show up in VISS with an opcode (doubt it unless there is an open campaign), or maybe in the...
What Would You Do - 06/16 - 05/24/2016
... Equinox visited their local dealership for the second 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...
Forum - 06/08/2017
Additional resources: Service P&P Article 1.1.7 Comeback Prevention and Bulletin 01-00-89-010 (Comeback Prevention Tool) and Service P&P Article 3.3.2 Supporting Documentation (may include Service history printouts GM IVH, or Service Workbenc...
Forum - 03/31/2017
... : 36 months/100,000 miles (parts*) *Parts and Labor when sold OTC to a qualified Independent Service Center (ISC). Additional information available within Article 1.3.8 of the Parts Policies and Procedures Manual (Policies on Parts Sold Over the Counter): 2....
Forum - 01/17/2017
Who does all of your authorizations? Do they consider you the service manager? Our service manager was let go in October of last year and now our Parts Manager has taken on both roles, which is really tough, but they did loosely promote an advisor...
Forum - 01/20/2017
Our Service Manager does the authorizations now that we know he has to. We weren't getting the correct authorizations for a little while because when our previous Service Manager got let go noone knew how to do warranty besides him. Our current...
Forum - 01/27/2017
... open required field action, which includes the ones with no remedy yet. All unsold new vehicles in Service Agents’ possession and subject to a product field action must be held and inspected/repaired per the service procedure described in the product...
Forum - 01/30/2017
From Service P&P Article 6.1: A Service Update Bulletin involves the immediate correction of new/unsold vehicles in Service Agent inventory and can also authorize Service Agents to correct involved customer vehicles that return for any type of service...
Re: Warranty Admin. job description - 12/12/2008
THE FOLLOWING CAME FROM THE ROS IN GLOBAL CONNECT. The service administrator function should be assigned to one person. This may be part-time work for one person, or full-time when there is enough volume to justify the position on that basis. Of course,...
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 - 06/19 - 05/29/2019
The owner of a late model vehicle 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...
What Would You Do - 04/22 - 03/28/2022
A Chevrolet Silverado 2500 truck was brought into the service department to address a service engine soon light. The technician checked codes and found DTC P02E1 intake air flow valve, command valve and no movement. Power and ground to the...
Forum - 01/08/2019
The service team - typically the service manager (or assistant service manager) & warranty administrator. In some cases, possibly even a service advisor or service based cashier.
Forum - 10/18/2017
... reflected in P&P Article 2.4): • Labor operation usage must be reviewed and approved by service management and must be so noted on the job card prior to transaction submission. Authorization must be in the form of an explanation, date, time...
What Would You Do - 10/21 - 10/01/2021
A service manager and warranty administrator recently reviewed their most current Service Agent Analysis Summary Report. The report showed that the store is currently in Observation Period “F – Fixed”, after being in Observation Period...
Re: Keys for Life Program - 05/28/2015
... on vehicles outside of the warranty period - it would appear that GWM does not recognize the lifetime coverage for the keys, similar to a Lifetime Parts Warranty covered component that exceeds the 12 months from previous install. Since the system does...
What Would You Do - 12/15 - 12/01/2015
... the owner of a 2014 GMC truck took their vehicle to the dealership for a GMC 2-Year Maintenance Service. The service advisor reviewed the Applicable Warranty section of IVH and noticed that the VIN had coverage through October 30, or 27,000 miles. The...
Re: OPEN RECALLS ON STOCK UNITS - 02/24/2016
It appears that the VIN you have referenced has a few open Service Updates. Service Update Bulletins involve the immediate correction of new/unsold vehicles in service agent inventory as well as allowing service agents to correct involved customer vehicles...
Does anyone know if one can claim freight an a lifetime warr part, getting late in the day and can't think.
Forum - 10/14/2021
... 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 additional repair is necessary and approves adding the line...
Did you know? - 11/15/2018
Service Policies & Procedures Manual - General Information Go Publish Date: November 30, 2017PreviousTable of ContentsNext Previous Table of Contents Next Print Current Page 4 - Warranty Parts Center / Parts Return Policy 4.6 ...
Forum - 03/27/2020
Our showrooom was closed to in-person traffic on 3/20/20 by order of our Governor. The service and parts departments have remained fully staffed and open during this time. Beginning Monday, our hours will change from 7:30-6 M-F to 8-5 M-F. As of yesterday,...
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.
Re: OPTION CODE VAT - DEALER INSTALLED CHROME GRILLE - 10/06/2008
... pay 1.5 the dealer i sreimbursed via the open parts account $105.00 See message from 9/24/08 Service / Service / Service Operations / Service Operations / G_0000012187. It has all the codes and reimbursement amounts. They are calculated at $70.00/hr....
Re: DMA PRE AUTH - 01/10/2013
The one I have was sent by my DMA to the service manager by email that included instructions and the form to use..which needs to be filled out by the service manager and emailed to the DMA,if approved the DMA will reply both to the service manager and...
Re: DISTRIBUTOR LABOR OP - 06/22/2011
... don't use distributors, could you use an ignition coil? I would use that with good notes. Is it a lifetime part? Was it replaced in the past? Maybe it would show up in VISS with an opcode (doubt it unless there is an open campaign), or maybe in the...
What Would You Do - 06/16 - 05/24/2016
... Equinox visited their local dealership for the second 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...
Forum - 06/08/2017
Additional resources: Service P&P Article 1.1.7 Comeback Prevention and Bulletin 01-00-89-010 (Comeback Prevention Tool) and Service P&P Article 3.3.2 Supporting Documentation (may include Service history printouts GM IVH, or Service Workbenc...
Forum - 03/31/2017
... : 36 months/100,000 miles (parts*) *Parts and Labor when sold OTC to a qualified Independent Service Center (ISC). Additional information available within Article 1.3.8 of the Parts Policies and Procedures Manual (Policies on Parts Sold Over the Counter): 2....
Forum - 01/17/2017
Who does all of your authorizations? Do they consider you the service manager? Our service manager was let go in October of last year and now our Parts Manager has taken on both roles, which is really tough, but they did loosely promote an advisor...
Forum - 01/20/2017
Our Service Manager does the authorizations now that we know he has to. We weren't getting the correct authorizations for a little while because when our previous Service Manager got let go noone knew how to do warranty besides him. Our current...
Forum - 01/27/2017
... open required field action, which includes the ones with no remedy yet. All unsold new vehicles in Service Agents’ possession and subject to a product field action must be held and inspected/repaired per the service procedure described in the product...
Forum - 01/30/2017
From Service P&P Article 6.1: A Service Update Bulletin involves the immediate correction of new/unsold vehicles in Service Agent inventory and can also authorize Service Agents to correct involved customer vehicles that return for any type of service...
Re: Warranty Admin. job description - 12/12/2008
THE FOLLOWING CAME FROM THE ROS IN GLOBAL CONNECT. The service administrator function should be assigned to one person. This may be part-time work for one person, or full-time when there is enough volume to justify the position on that basis. Of course,...
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 - 06/19 - 05/29/2019
The owner of a late model vehicle 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...
What Would You Do - 04/22 - 03/28/2022
A Chevrolet Silverado 2500 truck was brought into the service department to address a service engine soon light. The technician checked codes and found DTC P02E1 intake air flow valve, command valve and no movement. Power and ground to the...
Forum - 01/08/2019
The service team - typically the service manager (or assistant service manager) & warranty administrator. In some cases, possibly even a service advisor or service based cashier.
Forum - 10/18/2017
... reflected in P&P Article 2.4): • Labor operation usage must be reviewed and approved by service management and must be so noted on the job card prior to transaction submission. Authorization must be in the form of an explanation, date, time...
What Would You Do - 10/21 - 10/01/2021
A service manager and warranty administrator recently reviewed their most current Service Agent Analysis Summary Report. The report showed that the store is currently in Observation Period “F – Fixed”, after being in Observation Period...
Re: Keys for Life Program - 05/28/2015
... on vehicles outside of the warranty period - it would appear that GWM does not recognize the lifetime coverage for the keys, similar to a Lifetime Parts Warranty covered component that exceeds the 12 months from previous install. Since the system does...
What Would You Do - 12/15 - 12/01/2015
... the owner of a 2014 GMC truck took their vehicle to the dealership for a GMC 2-Year Maintenance Service. The service advisor reviewed the Applicable Warranty section of IVH and noticed that the VIN had coverage through October 30, or 27,000 miles. The...
Re: OPEN RECALLS ON STOCK UNITS - 02/24/2016
It appears that the VIN you have referenced has a few open Service Updates. Service Update Bulletins involve the immediate correction of new/unsold vehicles in service agent inventory as well as allowing service agents to correct involved customer vehicles...
Forum - 12/02/2016
The first line of the transaction (the roadside service call) was adjusted to account for the 60% Premium and the Tech 30 Minute Guarantee. The second line of the transaction (fuel delivery) was submitted with only the expense for the fuel - claimed in...
Re: Actual repair vs labor op coding ?? - 07/18/2012
I agree to use the TCM operation code and TCM as failed part. Regarding the other labor hours, make sure technician has enough clock time prior to routing if the OLH is over your empowerment to guarantee he will be paid the full amount into the job.
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...
Forum - 03/22/2024
My service manager said it is at 2.36/kg now
What Would You Do? - 12/23 - 11/29/2023
... 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 determined that the customer had left...
What Would You Do? - 12/23 - 11/29/2023
... 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 determined that the customer had left the...
Authorization Code G and SAVI-Nov 2023 JLWarrany News, pg 7 - 12/01/2023
Can anyone give more detail on how to find my General Service Agent-Authorization code? When I go into my Service Agent Profile screen, I can't find anything that says General Service Agent -authorization code??
What Would You Do - 11/21 - 10/26/2021
The warranty administrator has been tasked with reviewing, analyzing, and reporting to service management on the overall warranty health of the dealership based on the Service Agent Analysis Summary Report.The service manager has indicated that there...
What Would You Do - 09/21 - 08/30/2021
A vehicle was brought in to the service department for a warranty service repair. The technician diagnosed and determined the cause of failure. Since the parts department did not carry the part, and it was not available locally, the part was ordered.Once...
Forum - 01/28/2022
gm also has this icon that it lists in service procedures for single use items.
Forum - 11/29/2021
Where is the service manual search bar?
What Would You Do - 12/21 - 12/01/2021
... had been tasked with reviewing the overall warranty health of the dealership based on the Service Agent Analysis Summary Report.With all of the available reporting features within the report it may be a challenging, and time-consuming task. Which, in...
Forum - 08/21/2020
Yes. Service manager will need to approve
Forum - 12/17/2020
... and will reimburse with receipt up to $7.50 each way. 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...
Warranty Operations Manual Update - 02/25/2021
Quickly reference the most common GM service policies & procedures.Free Download
Forum - 04/05/2019
Do I need my Service Manager to authorize?
Forum - 01/29/2020
Also don't forget to get the service manager sign off on that.
Uber and Lyft - 02/13/2020
... transportation guidelines that indicates we can or cannot.It just says something about taxi service and using the receipt but if I recall it says if we "don't offer shuttle service".I looked in global and all I saw was that we can't use DRAC units to...
Forum - 10/03/2017
My Service Managers seem to consider this "consequential damage" ???
Forum - 09/20/2017
i dont think service advisors are allowed to authorize
Forum - 11/29/2017
... something, but it is my understanding that the tech no longer has to have prior authorization from service manager for olh. The olh time does have to have separate on and off time for documentation requirements. Service mananger must authorize the olh...
Forum - 12/06/2017
... 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 additional repair is necessary and approves adding the line...
CADPP24/24P - 03/22/2018
I have a vehicle that came in for warranty repairs with a CADPP24/24P Service Contract. I tried submitting it regulary through GWM (marked with a ZSCT trans. type) because my Service Manager said it was still apart of GMPP. Upon submittance, I got an...
Warranty Operations Manual Update - 02/20/2018
Quickly reference the most common GM service policies & procedures.Free Download
Forum - 02/28/2018
... 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 additional repair is necessary and approves adding the line...
The first line of the transaction (the roadside service call) was adjusted to account for the 60% Premium and the Tech 30 Minute Guarantee. The second line of the transaction (fuel delivery) was submitted with only the expense for the fuel - claimed in...
Re: Actual repair vs labor op coding ?? - 07/18/2012
I agree to use the TCM operation code and TCM as failed part. Regarding the other labor hours, make sure technician has enough clock time prior to routing if the OLH is over your empowerment to guarantee he will be paid the full amount into the job.
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...
Forum - 03/22/2024
My service manager said it is at 2.36/kg now
What Would You Do? - 12/23 - 11/29/2023
... 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 determined that the customer had left...
What Would You Do? - 12/23 - 11/29/2023
... 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 determined that the customer had left the...
Authorization Code G and SAVI-Nov 2023 JLWarrany News, pg 7 - 12/01/2023
Can anyone give more detail on how to find my General Service Agent-Authorization code? When I go into my Service Agent Profile screen, I can't find anything that says General Service Agent -authorization code??
What Would You Do - 11/21 - 10/26/2021
The warranty administrator has been tasked with reviewing, analyzing, and reporting to service management on the overall warranty health of the dealership based on the Service Agent Analysis Summary Report.The service manager has indicated that there...
What Would You Do - 09/21 - 08/30/2021
A vehicle was brought in to the service department for a warranty service repair. The technician diagnosed and determined the cause of failure. Since the parts department did not carry the part, and it was not available locally, the part was ordered.Once...
Forum - 01/28/2022
gm also has this icon that it lists in service procedures for single use items.
Forum - 11/29/2021
Where is the service manual search bar?
What Would You Do - 12/21 - 12/01/2021
... had been tasked with reviewing the overall warranty health of the dealership based on the Service Agent Analysis Summary Report.With all of the available reporting features within the report it may be a challenging, and time-consuming task. Which, in...
Forum - 08/21/2020
Yes. Service manager will need to approve
Forum - 12/17/2020
... and will reimburse with receipt up to $7.50 each way. 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...
Warranty Operations Manual Update - 02/25/2021
Quickly reference the most common GM service policies & procedures.Free Download
Forum - 04/05/2019
Do I need my Service Manager to authorize?
Forum - 01/29/2020
Also don't forget to get the service manager sign off on that.
Uber and Lyft - 02/13/2020
... transportation guidelines that indicates we can or cannot.It just says something about taxi service and using the receipt but if I recall it says if we "don't offer shuttle service".I looked in global and all I saw was that we can't use DRAC units to...
Forum - 10/03/2017
My Service Managers seem to consider this "consequential damage" ???
Forum - 09/20/2017
i dont think service advisors are allowed to authorize
Forum - 11/29/2017
... something, but it is my understanding that the tech no longer has to have prior authorization from service manager for olh. The olh time does have to have separate on and off time for documentation requirements. Service mananger must authorize the olh...
Forum - 12/06/2017
... 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 additional repair is necessary and approves adding the line...
CADPP24/24P - 03/22/2018
I have a vehicle that came in for warranty repairs with a CADPP24/24P Service Contract. I tried submitting it regulary through GWM (marked with a ZSCT trans. type) because my Service Manager said it was still apart of GMPP. Upon submittance, I got an...
Warranty Operations Manual Update - 02/20/2018
Quickly reference the most common GM service policies & procedures.Free Download
Forum - 02/28/2018
... 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 additional repair is necessary and approves adding the line...
Forum - 10/26/2018
Service P&P Article 2.7
Forum - 09/26/2018
Parts P&P Article 1.1.1 GM Dealer Parts and Accessories Warranty: Service Agent installed components, effective for purchases on/after April 1, 2018, are covered for 24 months/unlimited miles, whichever occurs first, from the date of installation...
Forum - 09/14/2018
From Service Policies & Procedures Article 3.2.4 Authorization to Perform Repairs: On Service Agent-owned vehicles, including new and used vehicles in inventory, service management is to sign the job card authorizing the work prior to repair. Service...
Warranty Help CardUpdated - 05/22/2018
Service Management Authorization Matrix! View Card
Policy and Procedure Article 4.1.3. Service Policy & Procedures Article 3.2.7. - 05/30/2018
Policy and Procedure Article 4.1.3. Service Policy & Procedures Article 3.2.7. Format: Other
Forum - 08/01/2018
How do I know if it is supposed to have 4 or 2 services?
Re: GM NATIONAL FLEET MAINTENANCE PROGRAM - 06/25/2008
GM has discontinued GM FleetTrac, a consolidated billing service, effective February 29, 2008.
Re: MARK OF EXCELLENCE QUESTION - 05/29/2008
I am also signed up for MOE as Service Other. The Service Advisors are ranked by CSI scores and tests scores. In Service Other you are only ranked by test scores. I am not liking the new online testing. Anyone else?
Re: FUEL COMPOSITION - 03/04/2008
THERE ARE NO SERVICE UPDATES ON THIS VEHICLE
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...
Re: administrative allowances - 01/08/2008
I put the .2 AND the $20.00 in service. Parts never handles the cluster here. I order it, return it,key it, and make the entry for it so since it is handled through service, that is where I put it. The .2 is put under our service managers number and...
Re: GM Accessories VPO/LPO Programs - 06/24/2009
They will be back in the labor time guide per Service / Warranty / G_0000024639.
Re: TRANS REPLACEMENT - 03/04/2009
How does a 2006 have an in service date of 2001?
Re: BCM - 1993 OLDS CUTLASS - 07/22/2010
GO TO WORKBENCH THEN SERVICE AND SERVICE INFORMATION PUT IN THE YEAR MAKE AND MODEL..I THINK ITS FIGURE 13 OR 14 IN A 1993 OLDS CUTLESS..
Re: SMART CARE CLAIM QUESTION ON GLOBAL - 03/10/2010
GMPP Maintenance LOF Services are submitted as Net Item Miscellaneous.
Re: part warranty in ref. to transmission coverage - 05/03/2010
I'd think run it the same as lifetime parts -ZPTI transaction type with Cust. Enthusiasm indicator and goodwill authorization with notes referring to the Trans. replacement would work.
Re: Chrome Wheel Supplier questions - 05/10/2010
... we have done it for years, having been directed to do so by our FOM. He said the supplier gives a lifetime warranty on their parts, which GM doesn't do. Therefore, ordering from Keystone (Transwheel) is better for GM by being cheaper, better for...
Re: LTG IN GLOBAL - 04/18/2012
It's under Service Information (SI) in Workbenches
Re: cpo maintenance rejecting - 05/05/2012
Try it as a service contract.
Re: USED CAR - BATTERY - 02/02/2012
... due to damage or lack of maintenance is not covered by the vehicle warranty during the period of Service Agent inventory storage. To alleviate this condition, the negative battery cable should be disconnected on vehicles which are not going to be in...
COUPON - 05/02/2011
HOW MUCH CAN I CLAIM FOR A GM COUPON...4 SERVICE VISITS, LOF/TIRE ROTATION....
Re: 50/50 SPLIT - 10/26/2011
So where does the part stating: submitting "WITHOUT" service contract & submitting "WITH" a service contract (where the cust pays 1/2 there deduct) come in to play
Re: NEW 7 DIGIT Labor codes - 03/05/2013
Thanks Mark, I accidentally clicked the GLC link on Service Information!!
Forum - 09/06/2016
IT'S UNDER SERVICE FORMS
Forum - 04/27/2017
yea we received ours in march, didnt have any add on repairs or olh , did however have a lifetime part warranty, an axle replacement one side, one with a sublet thats about all
Service P&P Article 2.7
Forum - 09/26/2018
Parts P&P Article 1.1.1 GM Dealer Parts and Accessories Warranty: Service Agent installed components, effective for purchases on/after April 1, 2018, are covered for 24 months/unlimited miles, whichever occurs first, from the date of installation...
Forum - 09/14/2018
From Service Policies & Procedures Article 3.2.4 Authorization to Perform Repairs: On Service Agent-owned vehicles, including new and used vehicles in inventory, service management is to sign the job card authorizing the work prior to repair. Service...
Warranty Help CardUpdated - 05/22/2018
Service Management Authorization Matrix! View Card
Policy and Procedure Article 4.1.3. Service Policy & Procedures Article 3.2.7. - 05/30/2018
Policy and Procedure Article 4.1.3. Service Policy & Procedures Article 3.2.7. Format: Other
Forum - 08/01/2018
How do I know if it is supposed to have 4 or 2 services?
Re: GM NATIONAL FLEET MAINTENANCE PROGRAM - 06/25/2008
GM has discontinued GM FleetTrac, a consolidated billing service, effective February 29, 2008.
Re: MARK OF EXCELLENCE QUESTION - 05/29/2008
I am also signed up for MOE as Service Other. The Service Advisors are ranked by CSI scores and tests scores. In Service Other you are only ranked by test scores. I am not liking the new online testing. Anyone else?
Re: FUEL COMPOSITION - 03/04/2008
THERE ARE NO SERVICE UPDATES ON THIS VEHICLE
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...
Re: administrative allowances - 01/08/2008
I put the .2 AND the $20.00 in service. Parts never handles the cluster here. I order it, return it,key it, and make the entry for it so since it is handled through service, that is where I put it. The .2 is put under our service managers number and...
Re: GM Accessories VPO/LPO Programs - 06/24/2009
They will be back in the labor time guide per Service / Warranty / G_0000024639.
Re: TRANS REPLACEMENT - 03/04/2009
How does a 2006 have an in service date of 2001?
Re: BCM - 1993 OLDS CUTLASS - 07/22/2010
GO TO WORKBENCH THEN SERVICE AND SERVICE INFORMATION PUT IN THE YEAR MAKE AND MODEL..I THINK ITS FIGURE 13 OR 14 IN A 1993 OLDS CUTLESS..
Re: SMART CARE CLAIM QUESTION ON GLOBAL - 03/10/2010
GMPP Maintenance LOF Services are submitted as Net Item Miscellaneous.
Re: part warranty in ref. to transmission coverage - 05/03/2010
I'd think run it the same as lifetime parts -ZPTI transaction type with Cust. Enthusiasm indicator and goodwill authorization with notes referring to the Trans. replacement would work.
Re: Chrome Wheel Supplier questions - 05/10/2010
... we have done it for years, having been directed to do so by our FOM. He said the supplier gives a lifetime warranty on their parts, which GM doesn't do. Therefore, ordering from Keystone (Transwheel) is better for GM by being cheaper, better for...
Re: LTG IN GLOBAL - 04/18/2012
It's under Service Information (SI) in Workbenches
Re: cpo maintenance rejecting - 05/05/2012
Try it as a service contract.
Re: USED CAR - BATTERY - 02/02/2012
... due to damage or lack of maintenance is not covered by the vehicle warranty during the period of Service Agent inventory storage. To alleviate this condition, the negative battery cable should be disconnected on vehicles which are not going to be in...
COUPON - 05/02/2011
HOW MUCH CAN I CLAIM FOR A GM COUPON...4 SERVICE VISITS, LOF/TIRE ROTATION....
Re: 50/50 SPLIT - 10/26/2011
So where does the part stating: submitting "WITHOUT" service contract & submitting "WITH" a service contract (where the cust pays 1/2 there deduct) come in to play
Re: NEW 7 DIGIT Labor codes - 03/05/2013
Thanks Mark, I accidentally clicked the GLC link on Service Information!!
Forum - 09/06/2016
IT'S UNDER SERVICE FORMS
Forum - 04/27/2017
yea we received ours in march, didnt have any add on repairs or olh , did however have a lifetime part warranty, an axle replacement one side, one with a sublet thats about all
ADD-ON REPAIRS - 05/08/2017
Needing clarification on the service manager signature aspect of the add-on line. If the service manager adds the line electronically with all of required information, do they still need to manually sign the job card? P&P states a signature...
Forum - 05/22/2017
my service manager handles those request !
Forum - 06/02/2017
The service manager would have to approve it before repairs.
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: 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..!!
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...
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....
Re: GWM -VS- GSA COURTESY DELIVERY PROGRAM - 04/27/2010
Excerpt from Policy & Procedure Article: 2.3.5 - Pre-Delivery Service on Government Delivered Vehicles... Service Agent may be called upon to participate in the pre-delivery inspection service for government vehicles that are GM direct sales through the...
Forum - 07/24/2023
Always go into Service Information and search for "battery usage" and look for a document labeled 12V battery usage Open it and type in your vehicle model over the model column and verify the engine. Look at those settings and make sure they match your...
What Would You Do? - 11/23 - 10/25/2023
A vehicle nearing the expiration of its NVLW was brought into the service department for routine service as well as a warrantable defect. The routine service was performed, but unfortunately the technician had to order the part for the warranty concern....
Forum - 03/03/2023
... decent information. (this is not all of it) 5.14 - Warranty Parts Expediting GM will reimburse Service Agent for GM parts obtained locally and expenses incurred for expediting GM parts not in Service Agent inventory when required to satisfy any repair...
Forum - 08/07/2018
... Tech training and I take classes to maintain my training at 100% aside from the tech thing in : Service Consultant Service Technology Expert Service Manager Warranty Administrator I have state licenses for Safety and emissions inspection and emissions...
What Would You Do - 09/18 - 08/20/2018
... 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 department would be in...
What Would You Do - 11/18 - 10/24/2018
... consideration. Ultimately the customer returned to their local dealership in Wisconsin for service and discussed reimbursement options with service management.In the meantime, the service advisor had written a job card with the customer’s current...
What Would You Do - 01/18 - 12/27/2017
... to the dealership. Once the technician began the installation process for the new engine, the service manager indicated his authorization for the Straight Time repair. The bulletin provided the engine replacement labor operation and referenced the...
Forum - 09/25/2017
... if it is more economical than repair. (From the Replacement Authorization Request Form found in Service Forms) Also, Bulletin 12-07-30-001 states "the service manager has the authority and the responsibility to make the decision regarding repairing...
Forum - 05/25/2021
... there is some controversy about the fuel feed pipes. The high-pressure pipes are called out in the service procedure as single-use but now GM updated the parts catalog to say that they are not single-use (as of yesterday) and can be re-used. I just made...
A Damsel In Distress - 02/06/2009
... 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 her 3K maintenance, and...
Re: Part Warranty - 09/02/2009
[quote] Mike Mudd: since it is a new part it should carry the new part guarantee of the 12/12. [/quote] UNLESS.... there is more basic warranty left. Then it is warrantied until the end of the 3/36 period.
Just When You Think You Know Someone - 06/20/2008
One Thursday afternoon I (service manager) was sitting down 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...
Re: DUAL HEADREST DVD - 10/16/2008
Check this out. It's all I could find that shows anything on the pdi or accessory adds. Service / Service / Service Operations / Service Operations / G_0000012187 9-24-08 global connect message We've never done one and hope we never do.
Re: DUAL HEADREST DVD - 12/11/2008
Date: 12/11/2008 Ref. number: Service / Service / Service Operations / Service Operations / G_0000017321 Subject: Dealer Installed LPO Summary (20 Nov 08) Might take at a look at this message.was new today GM Global Connect messages.
Re: CAM-02 Report - 10/19/2015
The CAM-02 (Recall Vehicle Action Report) is available in the Service Forms application of GlobalConnect. From the Service page scroll down to the Applications area to select the Service Forms link. The link for the CAM-02 is listed in the General Information...
Forum - 07/25/2017
Also from Service P&P Article 2.5: b. Selection of Sublet repair establishment: GM hereby authorizes the Service Agent to select as necessary an alternative repair establishment for body repair service, and no further approval is required from GM....
Forum - 06/05/2017
... OLH asnecessary to cover the labor for repair/replacement of the subsequently damaged part(s). Service Management authorization on the job card does not apply and separate on/off punch time for the converter replacement (OLH claimed) is not required....
Needing clarification on the service manager signature aspect of the add-on line. If the service manager adds the line electronically with all of required information, do they still need to manually sign the job card? P&P states a signature...
Forum - 05/22/2017
my service manager handles those request !
Forum - 06/02/2017
The service manager would have to approve it before repairs.
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: 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..!!
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...
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....
Re: GWM -VS- GSA COURTESY DELIVERY PROGRAM - 04/27/2010
Excerpt from Policy & Procedure Article: 2.3.5 - Pre-Delivery Service on Government Delivered Vehicles... Service Agent may be called upon to participate in the pre-delivery inspection service for government vehicles that are GM direct sales through the...
Forum - 07/24/2023
Always go into Service Information and search for "battery usage" and look for a document labeled 12V battery usage Open it and type in your vehicle model over the model column and verify the engine. Look at those settings and make sure they match your...
What Would You Do? - 11/23 - 10/25/2023
A vehicle nearing the expiration of its NVLW was brought into the service department for routine service as well as a warrantable defect. The routine service was performed, but unfortunately the technician had to order the part for the warranty concern....
Forum - 03/03/2023
... decent information. (this is not all of it) 5.14 - Warranty Parts Expediting GM will reimburse Service Agent for GM parts obtained locally and expenses incurred for expediting GM parts not in Service Agent inventory when required to satisfy any repair...
Forum - 08/07/2018
... Tech training and I take classes to maintain my training at 100% aside from the tech thing in : Service Consultant Service Technology Expert Service Manager Warranty Administrator I have state licenses for Safety and emissions inspection and emissions...
What Would You Do - 09/18 - 08/20/2018
... 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 department would be in...
What Would You Do - 11/18 - 10/24/2018
... consideration. Ultimately the customer returned to their local dealership in Wisconsin for service and discussed reimbursement options with service management.In the meantime, the service advisor had written a job card with the customer’s current...
What Would You Do - 01/18 - 12/27/2017
... to the dealership. Once the technician began the installation process for the new engine, the service manager indicated his authorization for the Straight Time repair. The bulletin provided the engine replacement labor operation and referenced the...
Forum - 09/25/2017
... if it is more economical than repair. (From the Replacement Authorization Request Form found in Service Forms) Also, Bulletin 12-07-30-001 states "the service manager has the authority and the responsibility to make the decision regarding repairing...
Forum - 05/25/2021
... there is some controversy about the fuel feed pipes. The high-pressure pipes are called out in the service procedure as single-use but now GM updated the parts catalog to say that they are not single-use (as of yesterday) and can be re-used. I just made...
A Damsel In Distress - 02/06/2009
... 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 her 3K maintenance, and...
Re: Part Warranty - 09/02/2009
[quote] Mike Mudd: since it is a new part it should carry the new part guarantee of the 12/12. [/quote] UNLESS.... there is more basic warranty left. Then it is warrantied until the end of the 3/36 period.
Just When You Think You Know Someone - 06/20/2008
One Thursday afternoon I (service manager) was sitting down 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...
Re: DUAL HEADREST DVD - 10/16/2008
Check this out. It's all I could find that shows anything on the pdi or accessory adds. Service / Service / Service Operations / Service Operations / G_0000012187 9-24-08 global connect message We've never done one and hope we never do.
Re: DUAL HEADREST DVD - 12/11/2008
Date: 12/11/2008 Ref. number: Service / Service / Service Operations / Service Operations / G_0000017321 Subject: Dealer Installed LPO Summary (20 Nov 08) Might take at a look at this message.was new today GM Global Connect messages.
Re: CAM-02 Report - 10/19/2015
The CAM-02 (Recall Vehicle Action Report) is available in the Service Forms application of GlobalConnect. From the Service page scroll down to the Applications area to select the Service Forms link. The link for the CAM-02 is listed in the General Information...
Forum - 07/25/2017
Also from Service P&P Article 2.5: b. Selection of Sublet repair establishment: GM hereby authorizes the Service Agent to select as necessary an alternative repair establishment for body repair service, and no further approval is required from GM....
Forum - 06/05/2017
... OLH asnecessary to cover the labor for repair/replacement of the subsequently damaged part(s). Service Management authorization on the job card does not apply and separate on/off punch time for the converter replacement (OLH claimed) is not required....
Forum - 02/20/2017
When I started working for the dealership as the WA the service cashiers closed every RO before the end of every day and I claimed them the next. When our Service Director flaked out on us , myself and the shop foreman started running...
Re: WPC PARTS WAVIER FORM - 04/17/2014
The Waiver Form is available within Service Forms in the Service Workbench of Global. Once you get to Service Forms, enter "CTRL and the letter F" on your keyboard and type in "parts waiver" to quickly find the form. On a side note...the form does...
Re: - 11/24/2014
... 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 that the additional repair is necessary, he/she must be the person who...
Re: CWO Manager - 01/29/2015
... them the day after they're closed. If there are problems and the paperwork needs to go to my service manager, that can be a problem, as he's a terrible procrastinator. At the moment, I know we have some that are over age that we'll have to beg for....
Re: Volt Rental - 02/27/2013
... You may want to read the recall information sometimes the recall will pay for rental. Maybe your service manager was thinking about an admin message that came out in 12/2011 that talked about providing surprise and delight items (Z2302)and (Z2301) volt...
Salary for Warranty Administration - 01/16/2017
... 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 bonus is pretty much an industry standard or at some point was. Either way, my questions are 1) Do other administrators...
Forum - 06/05/2017
Center of Learning: Global Warranty Management Service Agent Analysis Summary Report (On Demand VCT): Course Number: VWGWM.F7D-0D. Resources>Training Reference Materials>Global Warranty Advanced Training Modules>Service Agent Metrics Report &...
Nobember Newsletter Quiz Question - 11/10/2015
... immediate response was the technician. But the answer key at the back of the newsletter shows the service manager. I went back and re-read the section of the newsletter and do not see where the service manager is even mentioned. I understand the service...
Re: Over The Counter Parts Warranty - 01/27/2016
I have a question about claiming and OTC Part Warranty. My former service director had me using his GMIN number for the service advisor and a service tech's number for the technician number, but who's numbers should I really be putting in those spaces....
Techs looking up their own Labor ops - 03/13/2015
I was recently promoted to GM at our store. Along with my change in title was a change in service management. I was recently helping the new service manager with some rejects and discovered the techs are looking up their own times (they all have access...
Re: Maintenace Website from Newsletter. - 08/29/2008
This is the link to the OEConnection website for Service Advantage. OEConnection is an online parts service that worked with GM to develop the Service Advantage web tool. http://www.oeconnection.com/Solutions_ServiceAdvantage.aspx?country=US
Re: Towing on a life time warr part ? - 09/16/2009
... cost. Labor op T2020 and net the cost of the towing. G authorize and add comments regarding the lifetime warranty repair. You may have to h route it. I have never had a problem with these paying this way however I do not recall if the rep had to ...
Yet Another Part Warranty Question - 11/10/2009
... 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. I know the dealer absorbs the labor...
Re: DURASTOP and GWM - 04/06/2010
... 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 was some sort of goodwill deal from your post....
Part Failures during the Same Repair Visit? - 09/30/2021
... 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 approval.My question is, If adding...
Forum - 01/28/2020
... parts purchased prior to April 1, 2018 (including those that carry the brake pad and shoe limited lifetime warranty that includes wear out coverage). In those specific cases, labor is covered for only the first replacement for 12 months/unlimited miles...
EarlyBird/Night Drop authorization ? - 03/21/2019
... requirement in P&P and I found in JLWarrantyNews July 2018: 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 authorization to repair...
GM Included Maitenance Reimbursement Amount Increase - 04/01/2019
... a way to get the amount we get on the included maintenance increased? Our DMA has told our Service Manager that there is? I have no idea. I thought everyone got the same amount. I've been told to find out. I've emailed our...
Forum - 08/08/2017
The only Service Contract claim I've done is for GMPP. If that is what you're Service Contract is, they only pay List price, not cost. We use PBS and when selecting what kind of claim on the RO, you have to select WGPC, NOT W. Then the...
Forum - 02/07/2018
Great responses! Service management contacted the DMA to review the transaction. After review, the transaction was accepted for payment with the 20.2 hours of ST. Comments noted with the transaction state that this specific repair was performed prior...
Customer Assistance $100 Voucher - 03/06/2018
... a customer contact CAC because their vehicle is out of warranty and wanted assistance. The service manager had run the policy calculator and had determined that the customer was responsible for 50% of the repair, which they disagreed with. ...
Error 232: Repeat Repair. The same Labour Code 0600213 was found on job card ******. - 07/26/2018
The latest JLWarranty News, Aug 2018 pg 4. "Maintenance Service Rejects" Error 232: Repeat Repair. The same Labour Code 0600213 was found on job card ******. This reject cannot be authorized like a regular repeat repair reject, nor can...
Forum - 05/14/2018
Reimbursement for covered services is based on a fixed reimbursement rate for lube/oil/filter and tire 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...
Forum - 05/08/2018
... the install process (since it is not included as a drop down with the labor operation), go to the Service Manual/Bulletins link, enter a keyword or search by service category (e.g. transmission) to research the service procedure....
Warranty Claim Authorizations- Important Debit item - 03/09/2023
Recently I was advised that even though on our warranty claim authorizations they were being signed by the service manager,,,,the manager is also responsible for the date,,time,,and EXPLANATION,,,,all in the managers handwriting. The Warranty person...
When I started working for the dealership as the WA the service cashiers closed every RO before the end of every day and I claimed them the next. When our Service Director flaked out on us , myself and the shop foreman started running...
Re: WPC PARTS WAVIER FORM - 04/17/2014
The Waiver Form is available within Service Forms in the Service Workbench of Global. Once you get to Service Forms, enter "CTRL and the letter F" on your keyboard and type in "parts waiver" to quickly find the form. On a side note...the form does...
Re: - 11/24/2014
... 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 that the additional repair is necessary, he/she must be the person who...
Re: CWO Manager - 01/29/2015
... them the day after they're closed. If there are problems and the paperwork needs to go to my service manager, that can be a problem, as he's a terrible procrastinator. At the moment, I know we have some that are over age that we'll have to beg for....
Re: Volt Rental - 02/27/2013
... You may want to read the recall information sometimes the recall will pay for rental. Maybe your service manager was thinking about an admin message that came out in 12/2011 that talked about providing surprise and delight items (Z2302)and (Z2301) volt...
Salary for Warranty Administration - 01/16/2017
... 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 bonus is pretty much an industry standard or at some point was. Either way, my questions are 1) Do other administrators...
Forum - 06/05/2017
Center of Learning: Global Warranty Management Service Agent Analysis Summary Report (On Demand VCT): Course Number: VWGWM.F7D-0D. Resources>Training Reference Materials>Global Warranty Advanced Training Modules>Service Agent Metrics Report &...
Nobember Newsletter Quiz Question - 11/10/2015
... immediate response was the technician. But the answer key at the back of the newsletter shows the service manager. I went back and re-read the section of the newsletter and do not see where the service manager is even mentioned. I understand the service...
Re: Over The Counter Parts Warranty - 01/27/2016
I have a question about claiming and OTC Part Warranty. My former service director had me using his GMIN number for the service advisor and a service tech's number for the technician number, but who's numbers should I really be putting in those spaces....
Techs looking up their own Labor ops - 03/13/2015
I was recently promoted to GM at our store. Along with my change in title was a change in service management. I was recently helping the new service manager with some rejects and discovered the techs are looking up their own times (they all have access...
Re: Maintenace Website from Newsletter. - 08/29/2008
This is the link to the OEConnection website for Service Advantage. OEConnection is an online parts service that worked with GM to develop the Service Advantage web tool. http://www.oeconnection.com/Solutions_ServiceAdvantage.aspx?country=US
Re: Towing on a life time warr part ? - 09/16/2009
... cost. Labor op T2020 and net the cost of the towing. G authorize and add comments regarding the lifetime warranty repair. You may have to h route it. I have never had a problem with these paying this way however I do not recall if the rep had to ...
Yet Another Part Warranty Question - 11/10/2009
... 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. I know the dealer absorbs the labor...
Re: DURASTOP and GWM - 04/06/2010
... 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 was some sort of goodwill deal from your post....
Part Failures during the Same Repair Visit? - 09/30/2021
... 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 approval.My question is, If adding...
Forum - 01/28/2020
... parts purchased prior to April 1, 2018 (including those that carry the brake pad and shoe limited lifetime warranty that includes wear out coverage). In those specific cases, labor is covered for only the first replacement for 12 months/unlimited miles...
EarlyBird/Night Drop authorization ? - 03/21/2019
... requirement in P&P and I found in JLWarrantyNews July 2018: 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 authorization to repair...
GM Included Maitenance Reimbursement Amount Increase - 04/01/2019
... a way to get the amount we get on the included maintenance increased? Our DMA has told our Service Manager that there is? I have no idea. I thought everyone got the same amount. I've been told to find out. I've emailed our...
Forum - 08/08/2017
The only Service Contract claim I've done is for GMPP. If that is what you're Service Contract is, they only pay List price, not cost. We use PBS and when selecting what kind of claim on the RO, you have to select WGPC, NOT W. Then the...
Forum - 02/07/2018
Great responses! Service management contacted the DMA to review the transaction. After review, the transaction was accepted for payment with the 20.2 hours of ST. Comments noted with the transaction state that this specific repair was performed prior...
Customer Assistance $100 Voucher - 03/06/2018
... a customer contact CAC because their vehicle is out of warranty and wanted assistance. The service manager had run the policy calculator and had determined that the customer was responsible for 50% of the repair, which they disagreed with. ...
Error 232: Repeat Repair. The same Labour Code 0600213 was found on job card ******. - 07/26/2018
The latest JLWarranty News, Aug 2018 pg 4. "Maintenance Service Rejects" Error 232: Repeat Repair. The same Labour Code 0600213 was found on job card ******. This reject cannot be authorized like a regular repeat repair reject, nor can...
Forum - 05/14/2018
Reimbursement for covered services is based on a fixed reimbursement rate for lube/oil/filter and tire 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...
Forum - 05/08/2018
... the install process (since it is not included as a drop down with the labor operation), go to the Service Manual/Bulletins link, enter a keyword or search by service category (e.g. transmission) to research the service procedure....
Warranty Claim Authorizations- Important Debit item - 03/09/2023
Recently I was advised that even though on our warranty claim authorizations they were being signed by the service manager,,,,the manager is also responsible for the date,,time,,and EXPLANATION,,,,all in the managers handwriting. The Warranty person...
Consequential damage authorizations - 03/14/2023
... the OLH claimed(base time) for replacement of the consequential damaged parts DOES NOT require Service Management auth on the hard copy, but on the next page it states that "Service Agent Authorization in the Self-Authorization box may be required for...
Forum - 06/14/2022
... in less than that 2 years it would be a ZPTI referencing the original installation. Of course lifetime parts and other restrictions apply but this is the general rule I use and have run into no issues....
Forum - 01/26/2024
... people doing procedures without any regard for whether it is covered or not. When you say "service bay test" I think of EVAP systems, and to my knowledge the process for fixing DPF issues and speed limited messages is the service regeneration test....
What Would You Do? - 05/23 - 04/25/2023
... Running Lights, N222386380 DRL May Not Deactivate When Headlamps Are On. They contacted their service department to have the recall performed in addition to routine maintenance services. The recall notice stated that GM will update the software...
Forum - 10/10/2023
... achieved a SAVI scan utilization above 98%. Reference Number: 202310060001 Attention GM Dealership Service Manager and Warranty Administrator As announced in August, dealers with SAVI scan utilization above 98% can earn Dealer Empowerment to self-authorize...
Forum - 05/25/2022
Here we put it all at cost and the diff is split between parts and service. We found that if the tech had a vehicle come in to have one replaced under warranty, and not talking about the first service, then it would pay 2.3. So we pay a total of...
NEW RECALL 18138 PARTIAL GALLON OF COOLANT - 05/01/2018
My service mgr is gathering up the trucks that have this recall, but the recall says one gallon of coolant will service 2 vehicles. it gives a part number, but the part number says it is for a gallon. Do we put the coolant in net item, or is there another...
Cost Comparison Worksheet - 08/08/2018
... worksheets were added to the Support Page under TAC-PQC, but the old form was still accessible via Service Forms. However, today I went to find it, but it was no longer under Service Forms. Even if we are not a PQC dealership, do we use the new forms...
Forum - 08/08/2018
... to use the worksheet through the support tab considering it looks a lot different from what was in Service Forms. Also, the P&P hasn't been updated and still says to look in Service Forms for the cost comparison worksheet, but it is completely missing...
Not Allowed to Submit Part Product Line... - 07/25/2018
We have a claim on a 2016 Chevrolet Silverado 4wd. Upon trying to submit, I was met with reject code 51: "Service Agent is not allowed to submit part product line 32." So I double checked in the Service Agent Profile on GWM and see that line 32 is for...
Forum - 10/25/2018
jmeredith1099: does your dealership participate in the CTP Program? Dealers that participate maintain a service loaner/rental fleet with Chevrolet, Buick, and GMC vehicles. The program enables the dealer to make the decision for a same day service loaner....
Cause Codes and Technicians - 10/01/2018
Hey,Is it against policy to have the technician document the cause code? I'm wanting to see if the Service Manager will ok giving the technicians the cause code sheet and have them give the correct code. I'm having to go to the Service Manager...
Concern Not Duplicated help card? - 01/24/2019
... Not Duplicated help card updated on 1/7/19. On the 2nd pg of the help card, it states that Service Management approval in needed. The recents updates, Service Management Authorizations that just came out on 1/15/19, state that approval...
Forum - 02/15/2019
Thanks 1MaryRuble I will mention that to my service manager. It does take the tech time to get it off before he can proceed with the repair and therefore he deserves to be paid but they've got to realize that it won't be claimed under warranty and have...
Forum - 03/12/2018
... 2.15 Warranty Parts Expediting, it says: "Warranty Parts Expediting GM will reimburse the Service Agent for GM parts obtained locally and expenses incurred for expediting GM parts not in Service Agent inventory when required to satisfy any applicable...
CADPP24/24P - 03/22/2018
I have a vehicle that came in for warranty repairs with a CADPP24/24P Service Contract. I tried submitting it regulary through GWM (marked with a ZSCT trans. type) because my Service Manager said it was still apart of GMPP. Upon submittance, I got an...
Forum - 03/20/2018
My service manager did call the other dealer's service manager who basically said tough luck, we had no way of proving that their tech left the vehicle in the state that we received it in. It's definitely a sticky situation. We're still working...
Shuttle Reimbursement - 01/04/2018
What exactly classifies as a shuttle service? I've looked through both the bulletin for courtesy transportation and other news articles on here, but am a little confused as to what qualifies. Our dealership has a courtesy transportation driver, but we...
Customer pay and warranty - 12/21/2017
... 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 as warranty only and the advisor adds a customer pay line, does the service...
Forum - 09/20/2017
... to the description, he also cannot authorize anything. Everything here goes through our service manager, which is rough since he's both the service and parts manager. At least they've changed some authorizations to prior to submission instead...
Forum - 09/05/2017
I would then have the service advisor add a line to the work order for the steering gear and submit it as a separate line using its own labor op. Submit for gm authorization with comments about the attempts made to submit this op with olh. Move...
Forum - 12/11/2017
Per Article 1.5 in the Service Policies & Procedures Manual - General Information b. Vehicle Modification, Damage or Abuse A Warranty Block will be applied if GM has determined that vehicle modification, damage or abuse has occurred which may impact all...
Forum - 11/16/2017
... while the customer is present. Any changes regarding who is responsible for the charges require service management authorization prior to repairs being performed." The same section of the bulletin, within the Customer Authorization Unavailable paragraph,...
Forum - 11/27/2017
I specifically asked our DMA about the necessity of our service manager signing dealership owned vehicles for ZFAT and ZPDI. He in turn phoned someone 'higher up' and they said unequivically that the job card MUST be signed and dated by the service manager....
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...
... the OLH claimed(base time) for replacement of the consequential damaged parts DOES NOT require Service Management auth on the hard copy, but on the next page it states that "Service Agent Authorization in the Self-Authorization box may be required for...
Forum - 06/14/2022
... in less than that 2 years it would be a ZPTI referencing the original installation. Of course lifetime parts and other restrictions apply but this is the general rule I use and have run into no issues....
Forum - 01/26/2024
... people doing procedures without any regard for whether it is covered or not. When you say "service bay test" I think of EVAP systems, and to my knowledge the process for fixing DPF issues and speed limited messages is the service regeneration test....
What Would You Do? - 05/23 - 04/25/2023
... Running Lights, N222386380 DRL May Not Deactivate When Headlamps Are On. They contacted their service department to have the recall performed in addition to routine maintenance services. The recall notice stated that GM will update the software...
Forum - 10/10/2023
... achieved a SAVI scan utilization above 98%. Reference Number: 202310060001 Attention GM Dealership Service Manager and Warranty Administrator As announced in August, dealers with SAVI scan utilization above 98% can earn Dealer Empowerment to self-authorize...
Forum - 05/25/2022
Here we put it all at cost and the diff is split between parts and service. We found that if the tech had a vehicle come in to have one replaced under warranty, and not talking about the first service, then it would pay 2.3. So we pay a total of...
NEW RECALL 18138 PARTIAL GALLON OF COOLANT - 05/01/2018
My service mgr is gathering up the trucks that have this recall, but the recall says one gallon of coolant will service 2 vehicles. it gives a part number, but the part number says it is for a gallon. Do we put the coolant in net item, or is there another...
Cost Comparison Worksheet - 08/08/2018
... worksheets were added to the Support Page under TAC-PQC, but the old form was still accessible via Service Forms. However, today I went to find it, but it was no longer under Service Forms. Even if we are not a PQC dealership, do we use the new forms...
Forum - 08/08/2018
... to use the worksheet through the support tab considering it looks a lot different from what was in Service Forms. Also, the P&P hasn't been updated and still says to look in Service Forms for the cost comparison worksheet, but it is completely missing...
Not Allowed to Submit Part Product Line... - 07/25/2018
We have a claim on a 2016 Chevrolet Silverado 4wd. Upon trying to submit, I was met with reject code 51: "Service Agent is not allowed to submit part product line 32." So I double checked in the Service Agent Profile on GWM and see that line 32 is for...
Forum - 10/25/2018
jmeredith1099: does your dealership participate in the CTP Program? Dealers that participate maintain a service loaner/rental fleet with Chevrolet, Buick, and GMC vehicles. The program enables the dealer to make the decision for a same day service loaner....
Cause Codes and Technicians - 10/01/2018
Hey,Is it against policy to have the technician document the cause code? I'm wanting to see if the Service Manager will ok giving the technicians the cause code sheet and have them give the correct code. I'm having to go to the Service Manager...
Concern Not Duplicated help card? - 01/24/2019
... Not Duplicated help card updated on 1/7/19. On the 2nd pg of the help card, it states that Service Management approval in needed. The recents updates, Service Management Authorizations that just came out on 1/15/19, state that approval...
Forum - 02/15/2019
Thanks 1MaryRuble I will mention that to my service manager. It does take the tech time to get it off before he can proceed with the repair and therefore he deserves to be paid but they've got to realize that it won't be claimed under warranty and have...
Forum - 03/12/2018
... 2.15 Warranty Parts Expediting, it says: "Warranty Parts Expediting GM will reimburse the Service Agent for GM parts obtained locally and expenses incurred for expediting GM parts not in Service Agent inventory when required to satisfy any applicable...
CADPP24/24P - 03/22/2018
I have a vehicle that came in for warranty repairs with a CADPP24/24P Service Contract. I tried submitting it regulary through GWM (marked with a ZSCT trans. type) because my Service Manager said it was still apart of GMPP. Upon submittance, I got an...
Forum - 03/20/2018
My service manager did call the other dealer's service manager who basically said tough luck, we had no way of proving that their tech left the vehicle in the state that we received it in. It's definitely a sticky situation. We're still working...
Shuttle Reimbursement - 01/04/2018
What exactly classifies as a shuttle service? I've looked through both the bulletin for courtesy transportation and other news articles on here, but am a little confused as to what qualifies. Our dealership has a courtesy transportation driver, but we...
Customer pay and warranty - 12/21/2017
... 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 as warranty only and the advisor adds a customer pay line, does the service...
Forum - 09/20/2017
... to the description, he also cannot authorize anything. Everything here goes through our service manager, which is rough since he's both the service and parts manager. At least they've changed some authorizations to prior to submission instead...
Forum - 09/05/2017
I would then have the service advisor add a line to the work order for the steering gear and submit it as a separate line using its own labor op. Submit for gm authorization with comments about the attempts made to submit this op with olh. Move...
Forum - 12/11/2017
Per Article 1.5 in the Service Policies & Procedures Manual - General Information b. Vehicle Modification, Damage or Abuse A Warranty Block will be applied if GM has determined that vehicle modification, damage or abuse has occurred which may impact all...
Forum - 11/16/2017
... while the customer is present. Any changes regarding who is responsible for the charges require service management authorization prior to repairs being performed." The same section of the bulletin, within the Customer Authorization Unavailable paragraph,...
Forum - 11/27/2017
I specifically asked our DMA about the necessity of our service manager signing dealership owned vehicles for ZFAT and ZPDI. He in turn phoned someone 'higher up' and they said unequivically that the job card MUST be signed and dated by the service manager....
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...
Letter of Notification Signature - 04/18/2019
Does it matter who signs the letter of notication? I had always assumed it had to be the Service Manager, but it says Service Agent Signature. Does that mean anyone at the dealership can sign it?
Forum - 04/25/2019
So, we have a new service magnager. He has been in this position for about a year and he is filling in for the pdi manager while on vacation. Service manager said there was no place on the epod to make notes, just a place for him to sign. Do we need to...
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 - 06/05/2019
Straight time over two hours requires service management authorization prior to first transaction submission. Refer to TSB 04-00-89-015 for Warranty Administration Operating Procedures. If the sublet amount exceeds your warranty labor rate...
Forum - 07/30/2019
I make copies of the special policy or anything that i think would be important and helpful to the technican,service advisor or service manager and hand them out. This is not only helpful to me but may also save them time and prevent lost revenue.
Forum - 08/08/2019
... 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....
What Would You Do - 01/20 - 01/03/2020
... 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 only cruise control function on...
Straight time Empowerment level? - 02/11/2020
... to be submitted to WarrantySupportCenter? I know that anything over 2 hours has to have Service Management approval. I was thinking that would have to go to WSC, but I just processed one for 2.4 hours that I routed to WSC, but it just...
Forum - 07/06/2021
... Emissions Warranty (e.g. Select State, 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...
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 - 01/18/2022
... correct? 200 to 300, to 350 is a good incline. If the "Analyst Ranking" number in the "Service Atgent Self Review Information" section on pg 1 of the Service Agent Analysis Summary Report goes down, then I need to be concerned and get with...
Forum - 04/04/2022
If I am reading this correctly there was no reason for the tech to perform the service bay test. I'm not a super diesel guy but based on the information you provided it was a simple throttle code issue and should not have required any additional steps...
Forum - 06/23/2021
... Policy Evaluation Tool request. If either PET comes 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...
JLWarranty News Aug 2020 - "Parts Dept and Warranty Compliance"? - 08/04/2020
The article states that when dealing with an Electronic Service Center and electronic exchange components, that "a copy of the ESC invoice must be attached to the job card". I was not able to find those requirements anywhere in P&P under Service...
Bulletin Repairs - 09/14/2020
... is out of basic warranty. It is determined the remedy is covered under service bulletin 18-NA-383 (Water Found in Rear Interior of Cab, Water Leak at Rear Sliding Window ). There is consequential damage to the headliner (water...
Forum - 10/02/2020
There is some STS information in the Service P&P Manual Article 12.2. Another resource: the Service Technician Training, Recruiting, Retention, and Recognition App in GlobalConnect.
Re: Has anyone been to a JL Warranty class for global yet? if so how was it? - 03/04/2010
... on February 16th. I went to another one a few years prior also. I would also recommend your service manager/writer go - and yes, it is well worth it. You get your own manuals that JL put together - and they are great reference materials. Each person...
Re: R9995 - - 07/20/2010
I just got my monthly J&L packet and it has a great cheat sheet for could not duplicate labor ops. I gave copies to my service writers and my service manager. I had the same thing happen to me last week.
Re: HUMMER - COMPLIMENTARY MAINTANENCE COUPONS - 11/04/2010
... 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 to add it to my authorized links in Global Connect...
Re: Yet Another Part Warranty Question - 11/10/2009
... leaking parts on it. GM's parts 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...
Re: Global Warranty - 08/12/2009
I KNOW SEE IT LISTED UNDER THE SERVICE - BUT WHEN I CLICK ON IT IT TELLS ME TO GO TO THE GLOBAL CONNECT HOME PAGE & CLICK ON THE SERVICE & THEN CLICK ON GLOBAL WARRANTY MANAGEMENT (AGAIN) GOING IN CIRCLES & NOT GETTING ANYWHERE
Re: Lost Rep - 09/22/2009
We lost ours also :( Looks like they are making all reps Parts and Service, our Parts Rep is taking over both and our current Service Rep will be taking over both in Louisiana.....rumor heard also of a warranty specialist but not much info given.......
What We Don't Know......... - 10/31/2009
... diesel injectors and he could get them replaced for free. He is friendly and informative with the service adviser at check in. He leaves the service department, business as usual, no one thought anything about it. A few minutes later, after the vehicle...
Re: PARTS DEPT - 02/03/2010
If you are on Global Warranty Mangement there is a place in your Service Agent profile that tells you exactly what your parts retention requirements are. Go to the Analyze Warranty Tab at the top (4th one), then go to View Service Agent Profile. Under...
Re: OLD RECALL LISTING ???? - 04/13/2009
... dated 9/24/08 Effective immediately, the following areas will no longer require District Service Manager approval via H-route. These claims will require Dealer Service Management approval. Courtesy Transportation-4 day rental, Courtesy Transportation-5...
Does it matter who signs the letter of notication? I had always assumed it had to be the Service Manager, but it says Service Agent Signature. Does that mean anyone at the dealership can sign it?
Forum - 04/25/2019
So, we have a new service magnager. He has been in this position for about a year and he is filling in for the pdi manager while on vacation. Service manager said there was no place on the epod to make notes, just a place for him to sign. Do we need to...
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 - 06/05/2019
Straight time over two hours requires service management authorization prior to first transaction submission. Refer to TSB 04-00-89-015 for Warranty Administration Operating Procedures. If the sublet amount exceeds your warranty labor rate...
Forum - 07/30/2019
I make copies of the special policy or anything that i think would be important and helpful to the technican,service advisor or service manager and hand them out. This is not only helpful to me but may also save them time and prevent lost revenue.
Forum - 08/08/2019
... 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....
What Would You Do - 01/20 - 01/03/2020
... 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 only cruise control function on...
Straight time Empowerment level? - 02/11/2020
... to be submitted to WarrantySupportCenter? I know that anything over 2 hours has to have Service Management approval. I was thinking that would have to go to WSC, but I just processed one for 2.4 hours that I routed to WSC, but it just...
Forum - 07/06/2021
... Emissions Warranty (e.g. Select State, 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...
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 - 01/18/2022
... correct? 200 to 300, to 350 is a good incline. If the "Analyst Ranking" number in the "Service Atgent Self Review Information" section on pg 1 of the Service Agent Analysis Summary Report goes down, then I need to be concerned and get with...
Forum - 04/04/2022
If I am reading this correctly there was no reason for the tech to perform the service bay test. I'm not a super diesel guy but based on the information you provided it was a simple throttle code issue and should not have required any additional steps...
Forum - 06/23/2021
... Policy Evaluation Tool request. If either PET comes 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...
JLWarranty News Aug 2020 - "Parts Dept and Warranty Compliance"? - 08/04/2020
The article states that when dealing with an Electronic Service Center and electronic exchange components, that "a copy of the ESC invoice must be attached to the job card". I was not able to find those requirements anywhere in P&P under Service...
Bulletin Repairs - 09/14/2020
... is out of basic warranty. It is determined the remedy is covered under service bulletin 18-NA-383 (Water Found in Rear Interior of Cab, Water Leak at Rear Sliding Window ). There is consequential damage to the headliner (water...
Forum - 10/02/2020
There is some STS information in the Service P&P Manual Article 12.2. Another resource: the Service Technician Training, Recruiting, Retention, and Recognition App in GlobalConnect.
Re: Has anyone been to a JL Warranty class for global yet? if so how was it? - 03/04/2010
... on February 16th. I went to another one a few years prior also. I would also recommend your service manager/writer go - and yes, it is well worth it. You get your own manuals that JL put together - and they are great reference materials. Each person...
Re: R9995 - - 07/20/2010
I just got my monthly J&L packet and it has a great cheat sheet for could not duplicate labor ops. I gave copies to my service writers and my service manager. I had the same thing happen to me last week.
Re: HUMMER - COMPLIMENTARY MAINTANENCE COUPONS - 11/04/2010
... 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 to add it to my authorized links in Global Connect...
Re: Yet Another Part Warranty Question - 11/10/2009
... leaking parts on it. GM's parts 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...
Re: Global Warranty - 08/12/2009
I KNOW SEE IT LISTED UNDER THE SERVICE - BUT WHEN I CLICK ON IT IT TELLS ME TO GO TO THE GLOBAL CONNECT HOME PAGE & CLICK ON THE SERVICE & THEN CLICK ON GLOBAL WARRANTY MANAGEMENT (AGAIN) GOING IN CIRCLES & NOT GETTING ANYWHERE
Re: Lost Rep - 09/22/2009
We lost ours also :( Looks like they are making all reps Parts and Service, our Parts Rep is taking over both and our current Service Rep will be taking over both in Louisiana.....rumor heard also of a warranty specialist but not much info given.......
What We Don't Know......... - 10/31/2009
... diesel injectors and he could get them replaced for free. He is friendly and informative with the service adviser at check in. He leaves the service department, business as usual, no one thought anything about it. A few minutes later, after the vehicle...
Re: PARTS DEPT - 02/03/2010
If you are on Global Warranty Mangement there is a place in your Service Agent profile that tells you exactly what your parts retention requirements are. Go to the Analyze Warranty Tab at the top (4th one), then go to View Service Agent Profile. Under...
Re: OLD RECALL LISTING ???? - 04/13/2009
... dated 9/24/08 Effective immediately, the following areas will no longer require District Service Manager approval via H-route. These claims will require Dealer Service Management approval. Courtesy Transportation-4 day rental, Courtesy Transportation-5...
Re: ACTUAL TIME VS TIME GUIDE TIME - 08/26/2008
... time thats $$ in his pocket as well as serv dept.if he takes more time he loosing out and so is service.the only time to use actual clock time is when the labor op gives a vairable time such as diag....
Re: AC/DELCO BATTERY PARTS WARRANTY QUESTION - 06/25/2008
We don't see a bunch of these, so when we close them out, we pay our techician .5 for diag & battery install under service policy (internal-service department "eats" it). The tech gets paid by us.
Re: California Seletc Component Coverage - 07/07/2008
YOU SHOULD ACCESS SI (SERVICE INFORMATION) THROUGH DEALER WORLD, TYPE THE ENTIRE VIN IN AND ACCESS THE OWNER WARRANTY MANUAL FOR THE CORRECT INFO ON WHAT IS COVERED UNDER THE EMISSION WARRANTY. HOPE THIS HELPS. I THINK ALL SERVICE WRITERS SHOULD BECOME...
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...
Re: Taking a Poll - 06/16/2008
... new. 4. Where do you find the best information to help you do your job? SI, Bulletins, Forum, Our Service Manager (who use to be our AVM before leaving GM). 5. How many claims (on average) do you code & submit daily? Right now 20-30 before we slowed...
Re: MARK OF EXCELLENCE QUESTION - 05/29/2008
Hello Everyone. My dealer has me signed up for the MOE as "Service Other" is that the same as the Service Advisor exam? Just curious. Thanks.
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: 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.
Re: How is business? - 12/05/2008
I'm in Roanoke, VA. Our Sales and Service has slowed tremendously. Service has good and bad days. We have many people having major maintenances done to their vehicles. People are more interested in getting vehicles they already have fixed. We do have...
Re: PDI-ADVANCED 2-WAY REMOTE START - 12/19/2008
... - Reimbursement for Dealer Labor - (Aug 6, 2008) THIS IS IN GLOBAL CONNECT IN YOUR MESSAGES Service / Service / Service Operations / Service Operations / G_0000017321 HOPEFULLY THESE WILL HELP....
Re: Rental Cars - 10/20/2008
... 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 Administration Bulletin #07-00-89-037 "Courtesy...
Re: DUAL HEADREST DVD - 10/30/2008
[quote] Becky: Check this out. It's all I could find that shows anything on the pdi or accessory adds. Service / Service / Service Operations / Service Operations / G_0000012187 9-24-08 global connect message We've never done one and hope we never...
Re: Where is everyone? - 11/07/2008
Here in Michigan it has been slowing for years but we have been fairly fortunate in service, service had a great October and a decent start to Novemeber. Sales on the other hand are still down considerable!
Re: How is business? - 11/18/2008
We're in southeast Wisconsin, we're in a slump too. If we sell cars we sell used, not too many new ones. Service is either super slow or super busy. This week service is very busy, but next week it could be slow again. We've had to lay off 2 sales...
Forum - 09/19/2007
It would be nice if there was a VIS fairy out there somewhere, but since there isn't, generally the service consultant is the responsible party. There is quite a bit of valuable information that should be reviewed when the customer is dropping off their...
50/50 SPLIT - 01/30/2008
I am not thinking properly today. Our dealership uses reynolds and reynolds. 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...
Re: Quantity of Claims Submitted & Other Duties - 03/21/2008
... for the 3 different contractors we deal with and impound yard for local law enforcement. Train service advisors on meeting GM warranty standards. I also work the service line and parts department when needed. I'm also fill in cashier/office when someone...
Re: Quantity of Claims Submitted & Other Duties - 03/21/2008
... REPAIRS COMPLETED NOT COVERED BY WARRANTY. ALSO PROVIDE ASSISTANCE IN OUR MAIN OFFICE, CUSTOMER SERVICE COUNTER, SERVICE AND PARTS COUNTERS. ...
Quantity of Claims Submitted & Other Duties - 03/18/2008
... a small 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: CUSTOMER ENTHUSIASIM WARRANTY - 04/06/2015
... 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 select policy and then your a auth. That is the only...
Re: NEW GLOBAL - 07/17/2015
When I click on the Service Tab at the top of the screen on NEW GLOBAL, the screen populates with a ton of options, including Service Policy and Procedures Manual. When I open that, all of the user manuals come up. I signed in about two weeks ago, so...
Re: Transmission diagnostic worksheet? - 08/25/2015
You could try in the new Global Connect to access service and under applications, choose Service Forms. I believe you will find diagnostic sheets there.
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...
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...
Forum - 09/02/2016
... over, it seems like no matter if you do that or put all lines as wty and change them to cp the service manager would have to authorize pretty much every line anyway. This wasn't a big concern for us until recently when the service department hired...
... time thats $$ in his pocket as well as serv dept.if he takes more time he loosing out and so is service.the only time to use actual clock time is when the labor op gives a vairable time such as diag....
Re: AC/DELCO BATTERY PARTS WARRANTY QUESTION - 06/25/2008
We don't see a bunch of these, so when we close them out, we pay our techician .5 for diag & battery install under service policy (internal-service department "eats" it). The tech gets paid by us.
Re: California Seletc Component Coverage - 07/07/2008
YOU SHOULD ACCESS SI (SERVICE INFORMATION) THROUGH DEALER WORLD, TYPE THE ENTIRE VIN IN AND ACCESS THE OWNER WARRANTY MANUAL FOR THE CORRECT INFO ON WHAT IS COVERED UNDER THE EMISSION WARRANTY. HOPE THIS HELPS. I THINK ALL SERVICE WRITERS SHOULD BECOME...
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...
Re: Taking a Poll - 06/16/2008
... new. 4. Where do you find the best information to help you do your job? SI, Bulletins, Forum, Our Service Manager (who use to be our AVM before leaving GM). 5. How many claims (on average) do you code & submit daily? Right now 20-30 before we slowed...
Re: MARK OF EXCELLENCE QUESTION - 05/29/2008
Hello Everyone. My dealer has me signed up for the MOE as "Service Other" is that the same as the Service Advisor exam? Just curious. Thanks.
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: 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.
Re: How is business? - 12/05/2008
I'm in Roanoke, VA. Our Sales and Service has slowed tremendously. Service has good and bad days. We have many people having major maintenances done to their vehicles. People are more interested in getting vehicles they already have fixed. We do have...
Re: PDI-ADVANCED 2-WAY REMOTE START - 12/19/2008
... - Reimbursement for Dealer Labor - (Aug 6, 2008) THIS IS IN GLOBAL CONNECT IN YOUR MESSAGES Service / Service / Service Operations / Service Operations / G_0000017321 HOPEFULLY THESE WILL HELP....
Re: Rental Cars - 10/20/2008
... 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 Administration Bulletin #07-00-89-037 "Courtesy...
Re: DUAL HEADREST DVD - 10/30/2008
[quote] Becky: Check this out. It's all I could find that shows anything on the pdi or accessory adds. Service / Service / Service Operations / Service Operations / G_0000012187 9-24-08 global connect message We've never done one and hope we never...
Re: Where is everyone? - 11/07/2008
Here in Michigan it has been slowing for years but we have been fairly fortunate in service, service had a great October and a decent start to Novemeber. Sales on the other hand are still down considerable!
Re: How is business? - 11/18/2008
We're in southeast Wisconsin, we're in a slump too. If we sell cars we sell used, not too many new ones. Service is either super slow or super busy. This week service is very busy, but next week it could be slow again. We've had to lay off 2 sales...
Forum - 09/19/2007
It would be nice if there was a VIS fairy out there somewhere, but since there isn't, generally the service consultant is the responsible party. There is quite a bit of valuable information that should be reviewed when the customer is dropping off their...
50/50 SPLIT - 01/30/2008
I am not thinking properly today. Our dealership uses reynolds and reynolds. 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...
Re: Quantity of Claims Submitted & Other Duties - 03/21/2008
... for the 3 different contractors we deal with and impound yard for local law enforcement. Train service advisors on meeting GM warranty standards. I also work the service line and parts department when needed. I'm also fill in cashier/office when someone...
Re: Quantity of Claims Submitted & Other Duties - 03/21/2008
... REPAIRS COMPLETED NOT COVERED BY WARRANTY. ALSO PROVIDE ASSISTANCE IN OUR MAIN OFFICE, CUSTOMER SERVICE COUNTER, SERVICE AND PARTS COUNTERS. ...
Quantity of Claims Submitted & Other Duties - 03/18/2008
... a small 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: CUSTOMER ENTHUSIASIM WARRANTY - 04/06/2015
... 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 select policy and then your a auth. That is the only...
Re: NEW GLOBAL - 07/17/2015
When I click on the Service Tab at the top of the screen on NEW GLOBAL, the screen populates with a ton of options, including Service Policy and Procedures Manual. When I open that, all of the user manuals come up. I signed in about two weeks ago, so...
Re: Transmission diagnostic worksheet? - 08/25/2015
You could try in the new Global Connect to access service and under applications, choose Service Forms. I believe you will find diagnostic sheets there.
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...
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...
Forum - 09/02/2016
... over, it seems like no matter if you do that or put all lines as wty and change them to cp the service manager would have to authorize pretty much every line anyway. This wasn't a big concern for us until recently when the service department hired...
Forum - 07/19/2017
a. Service Agent responsibility under Article 7.2.3 of the Dealer Sales and Service Agreement Sale of Non-GM Parts in Warranty Repairs Service Agent agrees to provide quality body repair service for motor vehicles either through its own body shop or through...
Forum - 03/22/2017
... 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 added,...
Forum - 04/14/2017
... DEF FLUID TO THE TRUCKS UNTIL THEY ARE SOLD, HERE, AND 99.9% OF THE TIME, SALES JUST BYPASSES THE SERVICE DEPT AND BUYS IT OVER THE PARTS COUNTER. ON THE RARE OCCURENCE THAT THEY GO THRU SERVICE, I GO BACK TO MY PDI FLUID CLAIM, CLICK ADJUSTMENT AND...
Forum - 11/01/2016
... 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." The P & P Article does not specify situations where authorization for an added operation is...
Forum - 02/24/2017
... was certified before a certain date in 2016 (I can't remember the exact date now), they receive 4 service events but after that they only get 2. She said the system has now defaulted to the 2 service events which is why mine rejected and to push...
Forum - 02/08/2017
Do you have to determine corrosion coverage for a specific vehicle/repair? If you look up 1.2.1.2 in the service P&P it explains it. I've only ever had maybe 2 or 3 corrosion repairs. My service manager has always handled them though,...
Re: SPECIAL POLICY WITH 50/50 AND GMPP - 09/11/2012
A copy/paste from SI: When submitting a transaction for vehicles WITH a service contract: 1. Enter the appropriate labor time and part number. 2. On the Pricing Requested screen, determine the total cost. 3. Determine the amount to enter in Customer...
Re: how would you submit this claim!! - 08/02/2012
Try marking the button General Service Agent under the Service Agent Self Authorization. It may take it where it needs to go. Or you could try to separate the work order out into multiple lines. Good luck and let us know. I've not had one of these...
Re: how would you submit this claim!! - 08/02/2012
i did try to leave it as a one line claim and h route it but it rejected saying my service manager could authorize the claim and parts not compatible to hub labor op..and other labor hours were too much for the hub op too and nothing i tried worked. i...
Who's your boss? - 12/28/2012
... about it. I'm wondering who all of the warranty administrators report to? I report to the service manager but I've heard many report to the general manager? Does anyone have an opinion on this? I can understand how reporting only to the service manager...
What Would You Do - 01/15 - 12/19/2014
... (front safety belt anchor) 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...
What Would You Do - 02/15 - 01/21/2015
The owner of a 2007 Chevrolet HHR contacted the service manager at the local dealership for assistance with getting two recalls handled. The two open recalls were 14063 and 14113, replace ignition switch and replace ignition lock cylinder and ignition...
Re: April - Share Your Tip! - 04/25/2014
... 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 TO UNDERSTAND THE IMPORTANCE OF THE 3 C'S.OF COURSE THIS STARTS WITH A GOOD INITIAL WRITE-UP...
Re: The 3 C's - 03/04/2014
I BRING THE JOB CARD BACK TO THE SERVICE MANAGER OR SERVICE ADVISOR IF I DONT HAVE ALL THE INTO I NEED ON THE JOB CARD AND TELL THEM LIKE THIS LADY I WORKED WITH USED TO DO " SORRY I HAVE FAILED MY MIND READING COURSE PLEASE GIVE ME MORE INFORMATION AND...
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.
Re: - 02/02/2012
... 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 services! ...
Re: OLH on GMPP Claim - 11/15/2011
If you have service management empowerment for GMPP OLH, you can authorize up to your dealership empowerment without H-routing. If it is beyond the empowerment level, then you have to H-route the transaction. As in factory warranty, the OLH must be documented...
Re: CURIOUS ABOUT PAY - 01/27/2012
My service manager called around to other dealers himself to find out from their service managers. I got a bit lucky because the warranty administrator at one of the other dealerships we have in our group makes just a bit more than I do but she's been...
Re: LTG IN GLOBAL - 04/18/2012
Home page GlobalConnect, Workbenches, Service, View Service Info, Diagnose & program, (SI) Service Information. Best scenario is using a VIN, but you can look up info by using the drop-down fields & choosing year, make, model. If you do it that way,...
Information on VISS - 06/06/2012
... 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 claim rejected stating the vehicle has an Aftermarket...
Re: 50/50 SPLIT - 10/28/2011
[quote] GMNL09526: So where does the part stating: submitting "WITHOUT" service contract & submitting "WITH" a 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...
What should I do? - 12/06/2011
... daughter drives the car at times she doesn't believe she had spilled coffee into the unit. The service manager was notified and they told her that they would run it through as warranty but if the unit was called back and we were charged back then they...
Re: What should I do? - 12/06/2011
Sounds like my old service manager. Lucky for me, I'm not considered a member of the service dept I'm a member of the office staff, our controller is my boss and she controls the "purse" strings. In situations like this I had the advantage of not answering...
Re: GM FAMILY FIRST - 12/29/2011
... discount) REIMBURSEMENT TO DEALER Only dealers participating in program and offering Saturday service hours are eligible to submit for reimbursement. Submit claims through the Global Warranty Management System (GWM): Labor Operation Code: Z2295...
Re: 2015 TOP OFF DEF - 12/18/2014
... on the GM site yet) https://www.autopartners.net/apps/msgportalj/en_US/GMNA/United_States/Library/Service/Warranty/D_0000076228.htm "This scheduled maintenance coverage will provide owners select required services, for 2 years or 24,000 miles, whichever...
a. Service Agent responsibility under Article 7.2.3 of the Dealer Sales and Service Agreement Sale of Non-GM Parts in Warranty Repairs Service Agent agrees to provide quality body repair service for motor vehicles either through its own body shop or through...
Forum - 03/22/2017
... 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 added,...
Forum - 04/14/2017
... DEF FLUID TO THE TRUCKS UNTIL THEY ARE SOLD, HERE, AND 99.9% OF THE TIME, SALES JUST BYPASSES THE SERVICE DEPT AND BUYS IT OVER THE PARTS COUNTER. ON THE RARE OCCURENCE THAT THEY GO THRU SERVICE, I GO BACK TO MY PDI FLUID CLAIM, CLICK ADJUSTMENT AND...
Forum - 11/01/2016
... 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." The P & P Article does not specify situations where authorization for an added operation is...
Forum - 02/24/2017
... was certified before a certain date in 2016 (I can't remember the exact date now), they receive 4 service events but after that they only get 2. She said the system has now defaulted to the 2 service events which is why mine rejected and to push...
Forum - 02/08/2017
Do you have to determine corrosion coverage for a specific vehicle/repair? If you look up 1.2.1.2 in the service P&P it explains it. I've only ever had maybe 2 or 3 corrosion repairs. My service manager has always handled them though,...
Re: SPECIAL POLICY WITH 50/50 AND GMPP - 09/11/2012
A copy/paste from SI: When submitting a transaction for vehicles WITH a service contract: 1. Enter the appropriate labor time and part number. 2. On the Pricing Requested screen, determine the total cost. 3. Determine the amount to enter in Customer...
Re: how would you submit this claim!! - 08/02/2012
Try marking the button General Service Agent under the Service Agent Self Authorization. It may take it where it needs to go. Or you could try to separate the work order out into multiple lines. Good luck and let us know. I've not had one of these...
Re: how would you submit this claim!! - 08/02/2012
i did try to leave it as a one line claim and h route it but it rejected saying my service manager could authorize the claim and parts not compatible to hub labor op..and other labor hours were too much for the hub op too and nothing i tried worked. i...
Who's your boss? - 12/28/2012
... about it. I'm wondering who all of the warranty administrators report to? I report to the service manager but I've heard many report to the general manager? Does anyone have an opinion on this? I can understand how reporting only to the service manager...
What Would You Do - 01/15 - 12/19/2014
... (front safety belt anchor) 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...
What Would You Do - 02/15 - 01/21/2015
The owner of a 2007 Chevrolet HHR contacted the service manager at the local dealership for assistance with getting two recalls handled. The two open recalls were 14063 and 14113, replace ignition switch and replace ignition lock cylinder and ignition...
Re: April - Share Your Tip! - 04/25/2014
... 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 TO UNDERSTAND THE IMPORTANCE OF THE 3 C'S.OF COURSE THIS STARTS WITH A GOOD INITIAL WRITE-UP...
Re: The 3 C's - 03/04/2014
I BRING THE JOB CARD BACK TO THE SERVICE MANAGER OR SERVICE ADVISOR IF I DONT HAVE ALL THE INTO I NEED ON THE JOB CARD AND TELL THEM LIKE THIS LADY I WORKED WITH USED TO DO " SORRY I HAVE FAILED MY MIND READING COURSE PLEASE GIVE ME MORE INFORMATION AND...
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.
Re: - 02/02/2012
... 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 services! ...
Re: OLH on GMPP Claim - 11/15/2011
If you have service management empowerment for GMPP OLH, you can authorize up to your dealership empowerment without H-routing. If it is beyond the empowerment level, then you have to H-route the transaction. As in factory warranty, the OLH must be documented...
Re: CURIOUS ABOUT PAY - 01/27/2012
My service manager called around to other dealers himself to find out from their service managers. I got a bit lucky because the warranty administrator at one of the other dealerships we have in our group makes just a bit more than I do but she's been...
Re: LTG IN GLOBAL - 04/18/2012
Home page GlobalConnect, Workbenches, Service, View Service Info, Diagnose & program, (SI) Service Information. Best scenario is using a VIN, but you can look up info by using the drop-down fields & choosing year, make, model. If you do it that way,...
Information on VISS - 06/06/2012
... 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 claim rejected stating the vehicle has an Aftermarket...
Re: 50/50 SPLIT - 10/28/2011
[quote] GMNL09526: So where does the part stating: submitting "WITHOUT" service contract & submitting "WITH" a 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...
What should I do? - 12/06/2011
... daughter drives the car at times she doesn't believe she had spilled coffee into the unit. The service manager was notified and they told her that they would run it through as warranty but if the unit was called back and we were charged back then they...
Re: What should I do? - 12/06/2011
Sounds like my old service manager. Lucky for me, I'm not considered a member of the service dept I'm a member of the office staff, our controller is my boss and she controls the "purse" strings. In situations like this I had the advantage of not answering...
Re: GM FAMILY FIRST - 12/29/2011
... discount) REIMBURSEMENT TO DEALER Only dealers participating in program and offering Saturday service hours are eligible to submit for reimbursement. Submit claims through the Global Warranty Management System (GWM): Labor Operation Code: Z2295...
Re: 2015 TOP OFF DEF - 12/18/2014
... on the GM site yet) https://www.autopartners.net/apps/msgportalj/en_US/GMNA/United_States/Library/Service/Warranty/D_0000076228.htm "This scheduled maintenance coverage will provide owners select required services, for 2 years or 24,000 miles, whichever...
Re: What would you do? - 07/26/2012
I would stop stressing for one. This decision was made by your service manager and the DVM. Its out of your hands as a warranty admin. Let them figure it out. And if GM doesn't pay then your dealership will have to eat it. Theres no more that you can...
Forum - 01/19/2017
... I handle all the rental units we have (12) and handle the submittals and collection of service contract and fleet contracts. And all my accounts have no balances over 30 days. I am hesitant to ask for any kind of raise. I did train our non...
Forum - 03/14/2017
Program detail from the Service P&P Manual Article 1.4 (Courtesy Transportation Program): Reimbursement for a Rental Vehicle - Tier 2 (Cadillac Only) When an eligible vehicle is unavailable due to any warranty repair, a rental vehicle up to a...
What Would You Do - 05/16 - 04/28/2016
... a corrosion concern at their local dealership with the chrome assist steps on their vehicle. The service manager took a look at the otherwise immaculate vehicle and felt that the corrosion could be removed by wire brushing the area. Unfortunately,...
Printing IVH at job card write up - 05/09/2016
Curious how others interpret P&P 3.3.2 Supporting Documentation, specifically "Service Agent is responsible to assure that all information is properly documented and accessible. Records that must be retained, made available, and copies provided to GM...
Re: GOODWILL CLAIM - 09/10/2015
Okay so GM warranty personnel is telling me "since it is for an aftermarket service contract, claim must be submitted to the aftermarket service contract by putting the amount under Net Misc, put a check on waive deductible under authorization/comments...
Rules Have Reasons - 03/31/2008
I work at a small dealership, we 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...
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...
Warr Adm - 09/19/2007
... enjoy this forum very much. In regards to the GMVIS issue... I won my battle with the advisors and service director by pointing out that according to the P&P manual section 6.1..dealer sales and service agreement and also in 6.1.3 paragraphs 1 and 4...
Forum - 09/19/2007
... to new warranty administrators, those that have been in the field for several years, as well as service consultants, service managers, technicians and parts personnel. The workshop is offered in many locations across the United States throughout the...
PDI Audit - 09/19/2007
... 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 state the reason and sign the repair order. Any alternative customer...
Re: Warranty Admin. job description - 12/04/2008
... I'd go to your fixed ops manager, or your owner and explain. I'm lucky, I don't work for the service manager or the service dept, I work for the comptroller/business manager. I report directly to her if I have any questionable claims. Keeps me put...
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: COMPONENT LETTER - 05/16/2008
Over the past few years General Motors offered service managers the opportunity to attend the Enhanced Dealership Empowerment Process Launch meeting. It was at these meetings (region based) that the service manager was educated on the program and provided...
Re: TRANSAXLE WARRANTY - 06/19/2009
P&P Article 1.1.3.2.1 GM Service Replacement Powertrain and GM Performance Parts Limited Warranty... under "Policies" ... "NOTE: See warranty certificate for specific coverage. The GM Goodwrench Transmission Limited Warranty Statement provides warranty...
Re: OLD RECALL #07217 - 06/19/2009
... will be addressed in the applicable bulletin. 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...
Re: WHY SEALS AND GASKETS ARE NOT WARRANTY(B AND N CLAIMS) - 04/22/2009
PREACH IT SISTER!!! I'VE FOUGHT THE SERVICE MANAGER, THE ADVISORS AND THE TECHS. I PULLED A SLY ONE ON THEM AND GOT THE OWNER INVOLVED (SMALL DEALERSHIP) AND IF I DON'T THINK IT'S VALID, HE CHECKS AND 9 TIMES OUT OF 10 HE AGREES WITH ME. THE SERVICE...
Re: Yet Another Part Warranty Question - 11/12/2009
... within the guidelines of the warranty and causes "consequential damage" to another component, the Service Manager should contact the GM AVM to determine if the uncovered component which was damaged by the covered component could be covered as a goodwill...
Re: We need your warranty success story! - 01/14/2011
My service manager, and ASM made a huge mistake 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...
Re: Has anyone been to a JL Warranty class for global yet? if so how was it? - 03/03/2010
I've been to one J&L class. It was way before GWM, but I would highly recommend that the warranty admin AND a service writer or service manager should attend. The class was well worth the money as we have gotten paid on claims that were sitting on the...
What Would You Do - 03/20 - 02/27/2020
... was also illuminating. The technician test drove the vehicle, pulled codes, and performed a service regen. After checking for bulletins in SI, a compression test was performed, which verified the cylinder that was creating the code. The technician...
Forum - 01/15/2020
You may be searching it by the wrong term. I got this from Service P&P Manual, when I used 'abuse', which is what it would be considered... "If a Service Agent determines that a vehicle modification, damage or abuse exists that may impact vehicle...
Forum - 10/01/2019
Refer to P&P Article 2.15 Warranty Parts Expediting GM Part(s) obtained from another local GM service agent: GM will reimburse the difference between the Service Agent net price and the actual cost, up to the trade price. If no trade price is...
Forum - 03/26/2019
As ewill3rd mentioned, recalls are a one time event, unless the recall bulletin states otherwise. Most GM Service Replacement parts include a 24 month/unlimited miles part warranty, effective 4/1/2018. Refer to the GM Service Replacement Parts and...
Forum - 12/07/2017
Because of the compliance issue with the night drop envelope - I agree with your policy of having service management signature/authorization on the job card authorizing repairs. Attach the envelope to the job card to support. In the case...
I would stop stressing for one. This decision was made by your service manager and the DVM. Its out of your hands as a warranty admin. Let them figure it out. And if GM doesn't pay then your dealership will have to eat it. Theres no more that you can...
Forum - 01/19/2017
... I handle all the rental units we have (12) and handle the submittals and collection of service contract and fleet contracts. And all my accounts have no balances over 30 days. I am hesitant to ask for any kind of raise. I did train our non...
Forum - 03/14/2017
Program detail from the Service P&P Manual Article 1.4 (Courtesy Transportation Program): Reimbursement for a Rental Vehicle - Tier 2 (Cadillac Only) When an eligible vehicle is unavailable due to any warranty repair, a rental vehicle up to a...
What Would You Do - 05/16 - 04/28/2016
... a corrosion concern at their local dealership with the chrome assist steps on their vehicle. The service manager took a look at the otherwise immaculate vehicle and felt that the corrosion could be removed by wire brushing the area. Unfortunately,...
Printing IVH at job card write up - 05/09/2016
Curious how others interpret P&P 3.3.2 Supporting Documentation, specifically "Service Agent is responsible to assure that all information is properly documented and accessible. Records that must be retained, made available, and copies provided to GM...
Re: GOODWILL CLAIM - 09/10/2015
Okay so GM warranty personnel is telling me "since it is for an aftermarket service contract, claim must be submitted to the aftermarket service contract by putting the amount under Net Misc, put a check on waive deductible under authorization/comments...
Rules Have Reasons - 03/31/2008
I work at a small dealership, we 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...
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...
Warr Adm - 09/19/2007
... enjoy this forum very much. In regards to the GMVIS issue... I won my battle with the advisors and service director by pointing out that according to the P&P manual section 6.1..dealer sales and service agreement and also in 6.1.3 paragraphs 1 and 4...
Forum - 09/19/2007
... to new warranty administrators, those that have been in the field for several years, as well as service consultants, service managers, technicians and parts personnel. The workshop is offered in many locations across the United States throughout the...
PDI Audit - 09/19/2007
... 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 state the reason and sign the repair order. Any alternative customer...
Re: Warranty Admin. job description - 12/04/2008
... I'd go to your fixed ops manager, or your owner and explain. I'm lucky, I don't work for the service manager or the service dept, I work for the comptroller/business manager. I report directly to her if I have any questionable claims. Keeps me put...
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: COMPONENT LETTER - 05/16/2008
Over the past few years General Motors offered service managers the opportunity to attend the Enhanced Dealership Empowerment Process Launch meeting. It was at these meetings (region based) that the service manager was educated on the program and provided...
Re: TRANSAXLE WARRANTY - 06/19/2009
P&P Article 1.1.3.2.1 GM Service Replacement Powertrain and GM Performance Parts Limited Warranty... under "Policies" ... "NOTE: See warranty certificate for specific coverage. The GM Goodwrench Transmission Limited Warranty Statement provides warranty...
Re: OLD RECALL #07217 - 06/19/2009
... will be addressed in the applicable bulletin. 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...
Re: WHY SEALS AND GASKETS ARE NOT WARRANTY(B AND N CLAIMS) - 04/22/2009
PREACH IT SISTER!!! I'VE FOUGHT THE SERVICE MANAGER, THE ADVISORS AND THE TECHS. I PULLED A SLY ONE ON THEM AND GOT THE OWNER INVOLVED (SMALL DEALERSHIP) AND IF I DON'T THINK IT'S VALID, HE CHECKS AND 9 TIMES OUT OF 10 HE AGREES WITH ME. THE SERVICE...
Re: Yet Another Part Warranty Question - 11/12/2009
... within the guidelines of the warranty and causes "consequential damage" to another component, the Service Manager should contact the GM AVM to determine if the uncovered component which was damaged by the covered component could be covered as a goodwill...
Re: We need your warranty success story! - 01/14/2011
My service manager, and ASM made a huge mistake 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...
Re: Has anyone been to a JL Warranty class for global yet? if so how was it? - 03/03/2010
I've been to one J&L class. It was way before GWM, but I would highly recommend that the warranty admin AND a service writer or service manager should attend. The class was well worth the money as we have gotten paid on claims that were sitting on the...
What Would You Do - 03/20 - 02/27/2020
... was also illuminating. The technician test drove the vehicle, pulled codes, and performed a service regen. After checking for bulletins in SI, a compression test was performed, which verified the cylinder that was creating the code. The technician...
Forum - 01/15/2020
You may be searching it by the wrong term. I got this from Service P&P Manual, when I used 'abuse', which is what it would be considered... "If a Service Agent determines that a vehicle modification, damage or abuse exists that may impact vehicle...
Forum - 10/01/2019
Refer to P&P Article 2.15 Warranty Parts Expediting GM Part(s) obtained from another local GM service agent: GM will reimburse the difference between the Service Agent net price and the actual cost, up to the trade price. If no trade price is...
Forum - 03/26/2019
As ewill3rd mentioned, recalls are a one time event, unless the recall bulletin states otherwise. Most GM Service Replacement parts include a 24 month/unlimited miles part warranty, effective 4/1/2018. Refer to the GM Service Replacement Parts and...
Forum - 12/07/2017
Because of the compliance issue with the night drop envelope - I agree with your policy of having service management signature/authorization on the job card authorizing repairs. Attach the envelope to the job card to support. In the case...
Suggested change to how GMGlobal rejects claims...just putting it out there:) - 08/31/2017
... 073 : Total Other Labour Hours exceed the allowance for labour code 3421060 Error 051 : Service Agent is not allowed to submit part product line 06. Error 028 : Car rental days 08 exceeds the maximum allowed for Service Agent. Warning ...
Forum - 01/10/2018
... the additional applicable costs for 30 minute Cadillac Roadside Assistance Technician Guarantee and the Techs 60% premium on the actual labor time spent on the call to the miscellaneous net item field of the claim. Reference: Cadillac Roadside Assis...
Forum - 03/12/2019
The following reference is from the Service Policies & Procedures Manual Article 2.15: GM will reimburse the Service Agent for GM parts obtained locally and expenses incurred for expediting GM parts not in Service Agent inventory when required to...
Forum - 08/20/2018
... That's when I did my homework and put a formal letter requesting the commission together for my service manager to take to the general manager. I'm happy with what I earn now and feel even more motivated to do a thorough job. I will say that...
What Would You Do? - 03/23 - 02/28/2023
... examples how would you handle the diagnosis time request?Example 1: A 2019 GMC Sierra was in the service department with a SES light on and running rough. The technician found DTC’s P0300, P0204, and P020D, #4 injector failing. #4 injector was...
Forum - 01/04/2024
802: The number of days in service exceeds the vehicle warranty time limit. The following are a few resources pertaining to a Policy Decision (Authorization Code A): Service Policies and Procedures Article 5.2 and Service Management Approvals and Transaction...
What Would You Do? - 04/24 - 03/23/2024
... The technician tested the battery, noted that it failed the test and replaced the battery. Service management signed the job card authorizing the performance of repairs and also provided authorization for a stock unit as the service advisor wrote...
What Would You Do? - 03/24 - 02/26/2024
Mike Smith, a service advisor at West Auburn Chevrolet, wrote a job card on an in-stock 2024 Chevrolet Trax with a battery concern. The vehicle, with 17 miles on the odometer, appeared on the Battery Maintenance Report with a required action of “Charge...
Forum - 03/07/2024
I side with the rep, on this one. Service manager would have to verifiy every warrantable repair neccesary, documenting them as well.
Forum - 01/25/2024
So are you looking for a particulate filter service regen? If this is what you want then I use 4021262 and it's straight time.
2024 dongle/workbench - 10/23/2023
My service advisors are telling me the dongle doesn't work in any 2024's. Anybody else hearing this?
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....
Incompatible part - 11/01/2023
This is from the November news letter: There is no service management authorization code or approval required for an incompatible part reject. But an incompatible part is often an excessive part and authorization code P is required, along...
Forum - 12/27/2023
I submit the actual extension, but my managers make the service writer collect all the needed Data, I use the rental form from here and make them fill it in. If they don't get me the information to extend it it doesn't get done. I have them tell me when...
Forum - 05/08/2023
Some information is available in the Warranty Resource Center, otherwise, the GWM User Manual Article VI, Section D, Service Agent Analysis Summary Report provides helpful information.
Forum - 04/10/2023
Helpful Reference: GWM User Manual Article VI Service Agent Reports. Another helpful resource within the Warranty Resource Center: Warranty Expense Management. Customer Enthusiasm, Policy and Recalls, and Goodwill labor operations are excluded from the...
Forum - 04/10/2023
Service agents under the Option C labor rate are entitled to an annual labor rate increase, calculated in accordance with a Consumer Price Index factor. The increase goes into effect on January 1. Refer to the Service Policies and Procedures Manual ...
Claims approval process question - 03/07/2023
The normal flow of warranty claims that I have experienced is for the closed Job Cards to go to a member of service management who address the OLH and Straight time issues and puts the approved hours down,,,then the Warranty Dept gets it and processes...
Forum - 03/17/2023
I have a theory on this.. I think when the vehicle comes in to the service lane and the SA hooks up the SAVI tool, that this is triggering the OTA update. Which explains why it's open when the vehicle 1st comes in for service, and then closed by...
Forum - 02/04/2023
Yes my service manager submits to get the pre auth. I was talking about submitting them with the claim to get payment.
Forum - 04/27/2022
Reference Transportation, Vehicle Storage, & PDI Policies & Procedures Article 1.1.13: Service Agents will be credited for missing owner's manuals and glove box literature portfolios at the net amount paid by Service Agent less any discounts or...
Forum - 04/28/2022
GM SERVICE REPLACEMENT PARTS,,,DEALER INSTALLED,,,24 MTHS/UNLIMITED MILES,,,IF SOLD OTC 24 MONTHS PARTS ONLY
Forum - 01/14/2022
it does,,,unfortunately many decisions about policy and warranty are made without full knowledge by service management and when it lands on our desks it is making our jobs more difficult.
Forum - 08/20/2018
... is responsible for the reasonableness of the request. The request needs to be authorized by service management prior to claim submission. Straight time is to be submitted in the Base Labor field of the transaction. Ref: Service Policies & Procedures...
Forum - 07/31/2018
Couple thoughts: Was there a previous CPO maintenance service? If so, when was it performed (in correlation to your current job card)? On occasion we have received rejects when the service was performed in close proximity to the previous service. Has...
... 073 : Total Other Labour Hours exceed the allowance for labour code 3421060 Error 051 : Service Agent is not allowed to submit part product line 06. Error 028 : Car rental days 08 exceeds the maximum allowed for Service Agent. Warning ...
Forum - 01/10/2018
... the additional applicable costs for 30 minute Cadillac Roadside Assistance Technician Guarantee and the Techs 60% premium on the actual labor time spent on the call to the miscellaneous net item field of the claim. Reference: Cadillac Roadside Assis...
Forum - 03/12/2019
The following reference is from the Service Policies & Procedures Manual Article 2.15: GM will reimburse the Service Agent for GM parts obtained locally and expenses incurred for expediting GM parts not in Service Agent inventory when required to...
Forum - 08/20/2018
... That's when I did my homework and put a formal letter requesting the commission together for my service manager to take to the general manager. I'm happy with what I earn now and feel even more motivated to do a thorough job. I will say that...
What Would You Do? - 03/23 - 02/28/2023
... examples how would you handle the diagnosis time request?Example 1: A 2019 GMC Sierra was in the service department with a SES light on and running rough. The technician found DTC’s P0300, P0204, and P020D, #4 injector failing. #4 injector was...
Forum - 01/04/2024
802: The number of days in service exceeds the vehicle warranty time limit. The following are a few resources pertaining to a Policy Decision (Authorization Code A): Service Policies and Procedures Article 5.2 and Service Management Approvals and Transaction...
What Would You Do? - 04/24 - 03/23/2024
... The technician tested the battery, noted that it failed the test and replaced the battery. Service management signed the job card authorizing the performance of repairs and also provided authorization for a stock unit as the service advisor wrote...
What Would You Do? - 03/24 - 02/26/2024
Mike Smith, a service advisor at West Auburn Chevrolet, wrote a job card on an in-stock 2024 Chevrolet Trax with a battery concern. The vehicle, with 17 miles on the odometer, appeared on the Battery Maintenance Report with a required action of “Charge...
Forum - 03/07/2024
I side with the rep, on this one. Service manager would have to verifiy every warrantable repair neccesary, documenting them as well.
Forum - 01/25/2024
So are you looking for a particulate filter service regen? If this is what you want then I use 4021262 and it's straight time.
2024 dongle/workbench - 10/23/2023
My service advisors are telling me the dongle doesn't work in any 2024's. Anybody else hearing this?
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....
Incompatible part - 11/01/2023
This is from the November news letter: There is no service management authorization code or approval required for an incompatible part reject. But an incompatible part is often an excessive part and authorization code P is required, along...
Forum - 12/27/2023
I submit the actual extension, but my managers make the service writer collect all the needed Data, I use the rental form from here and make them fill it in. If they don't get me the information to extend it it doesn't get done. I have them tell me when...
Forum - 05/08/2023
Some information is available in the Warranty Resource Center, otherwise, the GWM User Manual Article VI, Section D, Service Agent Analysis Summary Report provides helpful information.
Forum - 04/10/2023
Helpful Reference: GWM User Manual Article VI Service Agent Reports. Another helpful resource within the Warranty Resource Center: Warranty Expense Management. Customer Enthusiasm, Policy and Recalls, and Goodwill labor operations are excluded from the...
Forum - 04/10/2023
Service agents under the Option C labor rate are entitled to an annual labor rate increase, calculated in accordance with a Consumer Price Index factor. The increase goes into effect on January 1. Refer to the Service Policies and Procedures Manual ...
Claims approval process question - 03/07/2023
The normal flow of warranty claims that I have experienced is for the closed Job Cards to go to a member of service management who address the OLH and Straight time issues and puts the approved hours down,,,then the Warranty Dept gets it and processes...
Forum - 03/17/2023
I have a theory on this.. I think when the vehicle comes in to the service lane and the SA hooks up the SAVI tool, that this is triggering the OTA update. Which explains why it's open when the vehicle 1st comes in for service, and then closed by...
Forum - 02/04/2023
Yes my service manager submits to get the pre auth. I was talking about submitting them with the claim to get payment.
Forum - 04/27/2022
Reference Transportation, Vehicle Storage, & PDI Policies & Procedures Article 1.1.13: Service Agents will be credited for missing owner's manuals and glove box literature portfolios at the net amount paid by Service Agent less any discounts or...
Forum - 04/28/2022
GM SERVICE REPLACEMENT PARTS,,,DEALER INSTALLED,,,24 MTHS/UNLIMITED MILES,,,IF SOLD OTC 24 MONTHS PARTS ONLY
Forum - 01/14/2022
it does,,,unfortunately many decisions about policy and warranty are made without full knowledge by service management and when it lands on our desks it is making our jobs more difficult.
Forum - 08/20/2018
... is responsible for the reasonableness of the request. The request needs to be authorized by service management prior to claim submission. Straight time is to be submitted in the Base Labor field of the transaction. Ref: Service Policies & Procedures...
Forum - 07/31/2018
Couple thoughts: Was there a previous CPO maintenance service? If so, when was it performed (in correlation to your current job card)? On occasion we have received rejects when the service was performed in close proximity to the previous service. Has...
Forum - 08/01/2018
That's the information that was missing! I could not find how to determine how many services a vehicle gets! Thank you so much!
Forum - 07/09/2018
I do transactions like that regularly without DMA involvement. I get policy authorization from my Service Manager and it pays no problem. For good measure the advisors usually attach a calculator but I'm thinking if the calculator shows any participation...
Forum - 05/07/2018
I would say no too because of the statement in Service P&P Article 3.2.11 says "Phone time with call center technical support activity cannot be charged to OLH. Normal road test to verify repairs are part of Strategy-Based Diagnostics and are not...
Forum - 05/10/2018
I also have a tow bill for this claim. Can we claim towing on a Service Agent installed Part Warranty?
What Would You Do - 02/19 - 01/21/2019
A 2014 Chevrolet 3500 truck was brought into the service department with a warning message stating reduced power and service diesel exhaust fluid system. The technician diagnosed the vehicle finding several DTC’s, an internal open in the #5...
Forum - 01/29/2019
Thanks jblox for the additional information. The service procedure contained within the recall bulletin provides information on the video that is available within the Center of Learning. The video should be reviewed prior to replacing the steering...
Forum - 10/24/2018
Hi Karyl! Thanks for the newsletter topic request! Certain components and/or services are eligible for a $20.00 administrative allowance when repaired through sublet or other qualified service faciilities. Including: radiator or heater core, truck diesel...
Forum - 08/23/2018
I just get discouraged when the service manager makes way more then you and don't support you and the rules and you are fighting the service advisors and the manager. I have been doing this for a little over two years and no one else here knows...
Forum - 09/12/2018
... for the returns. (I asked for half but I think he will pay me 100% on that) The service manager told me that this was the plan he put forward to the service director who I had already spoken to. (I really work for the Service Director, not...
PDI/In Stock Recall Approval - 09/13/2018
Does the Service Manager have to sign the Job Card for In-Stock Recalls? For PDI's?
Forum - 10/04/2018
... include the following:• Job card open date indicating when the vehicle was received at the Service Agent. Date must reflect the month date and year.• Complete VIN (one vehicle per job card)• Odometer reading taken from the vehicle (do...
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
... 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 pay it and not the parts department. The service Manager gave me the paper work, but...
Forum - 01/03/2018
... fees incurred in conjunction with the performance of warranty repairs are considered 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...
Forum - 01/08/2018
... about ST auth prior to submission, but I think I am reading it differently. It looks like the service manager gave auth to do the ST repair, but he did not indicate after the repair was done how much labor time he would sign off on. Maybe there should...
Part Warranty - 01/18/2018
For a Part Warranty do we need to have the Service Manager sign, explain , date and time? Thank you
Forum - 12/21/2017
My question is does the service manager have to sign off to perform a special coverage(that is in the mileage and time range)?
Forum - 03/05/2018
Thanks Kristen. For some reason i thought service management had to ok closest to op codes.
Forum - 03/27/2018
wendythomas: refer to Service Policies & Procedures Manual - General Information Article 3.2.18 for detail on customer reimbursement.
Forum - 02/19/2018
Additional information re: Customer Reimbursement is available in the Service Policies & Procedures Manual Article 3.2.18.
Forum - 09/05/2017
As stated in P&P Article 1.1.1 : Service Agents are advised of special coverage adjustment programs through the release of a special coverage bulletin. The bulletin identifies vehicles and components covered, mileage and time limitations, as well...
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 - 10/25/2017
My service manager gives me all policy-related printouts. With the change, I am unsure how that will be affected.
Roadside Assistance Reunite Program? - 10/25/2017
... 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 given a rental vehicle to get to their home, and when the repairs to their...
OLH Policy Changed? - 11/29/2017
... (which SM management did accidentally write the wrong time) however, I went ahead and looked at Service P&P article 3.2.11 which had highlighted yellow text indicating a change. It states "After identification of an extenuating circumstance, service...
That's the information that was missing! I could not find how to determine how many services a vehicle gets! Thank you so much!
Forum - 07/09/2018
I do transactions like that regularly without DMA involvement. I get policy authorization from my Service Manager and it pays no problem. For good measure the advisors usually attach a calculator but I'm thinking if the calculator shows any participation...
Forum - 05/07/2018
I would say no too because of the statement in Service P&P Article 3.2.11 says "Phone time with call center technical support activity cannot be charged to OLH. Normal road test to verify repairs are part of Strategy-Based Diagnostics and are not...
Forum - 05/10/2018
I also have a tow bill for this claim. Can we claim towing on a Service Agent installed Part Warranty?
What Would You Do - 02/19 - 01/21/2019
A 2014 Chevrolet 3500 truck was brought into the service department with a warning message stating reduced power and service diesel exhaust fluid system. The technician diagnosed the vehicle finding several DTC’s, an internal open in the #5...
Forum - 01/29/2019
Thanks jblox for the additional information. The service procedure contained within the recall bulletin provides information on the video that is available within the Center of Learning. The video should be reviewed prior to replacing the steering...
Forum - 10/24/2018
Hi Karyl! Thanks for the newsletter topic request! Certain components and/or services are eligible for a $20.00 administrative allowance when repaired through sublet or other qualified service faciilities. Including: radiator or heater core, truck diesel...
Forum - 08/23/2018
I just get discouraged when the service manager makes way more then you and don't support you and the rules and you are fighting the service advisors and the manager. I have been doing this for a little over two years and no one else here knows...
Forum - 09/12/2018
... for the returns. (I asked for half but I think he will pay me 100% on that) The service manager told me that this was the plan he put forward to the service director who I had already spoken to. (I really work for the Service Director, not...
PDI/In Stock Recall Approval - 09/13/2018
Does the Service Manager have to sign the Job Card for In-Stock Recalls? For PDI's?
Forum - 10/04/2018
... include the following:• Job card open date indicating when the vehicle was received at the Service Agent. Date must reflect the month date and year.• Complete VIN (one vehicle per job card)• Odometer reading taken from the vehicle (do...
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
... 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 pay it and not the parts department. The service Manager gave me the paper work, but...
Forum - 01/03/2018
... fees incurred in conjunction with the performance of warranty repairs are considered 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...
Forum - 01/08/2018
... about ST auth prior to submission, but I think I am reading it differently. It looks like the service manager gave auth to do the ST repair, but he did not indicate after the repair was done how much labor time he would sign off on. Maybe there should...
Part Warranty - 01/18/2018
For a Part Warranty do we need to have the Service Manager sign, explain , date and time? Thank you
Forum - 12/21/2017
My question is does the service manager have to sign off to perform a special coverage(that is in the mileage and time range)?
Forum - 03/05/2018
Thanks Kristen. For some reason i thought service management had to ok closest to op codes.
Forum - 03/27/2018
wendythomas: refer to Service Policies & Procedures Manual - General Information Article 3.2.18 for detail on customer reimbursement.
Forum - 02/19/2018
Additional information re: Customer Reimbursement is available in the Service Policies & Procedures Manual Article 3.2.18.
Forum - 09/05/2017
As stated in P&P Article 1.1.1 : Service Agents are advised of special coverage adjustment programs through the release of a special coverage bulletin. The bulletin identifies vehicles and components covered, mileage and time limitations, as well...
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 - 10/25/2017
My service manager gives me all policy-related printouts. With the change, I am unsure how that will be affected.
Roadside Assistance Reunite Program? - 10/25/2017
... 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 given a rental vehicle to get to their home, and when the repairs to their...
OLH Policy Changed? - 11/29/2017
... (which SM management did accidentally write the wrong time) however, I went ahead and looked at Service P&P article 3.2.11 which had highlighted yellow text indicating a change. It states "After identification of an extenuating circumstance, service...
Forum - 11/08/2017
... fees incurred in conjunction with the performance of warranty repairs are considered 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...
Forum - 04/01/2019
... now is mostly me putting a sticky note on what's wrong with an RO and giving all of them to the Service Manager at the end of the day. He reviews/corrects/gives to shop foreman as necessary. When things are going well, I get them back the...
Forum - 01/23/2019
The service management authorization requirement for CCND labor operations has been eliminated as reflected in the Authorization Matrix contained within Bulletin 04-00-89-015T (dated 1/14/2019). The previous version of the Bulletin 04-00-89-015S (dated...
Forum - 04/25/2019
ST over 2 hours needs service manager auth. Not sure how the sublet part plays into that, so i will be following...
GMPP - 04/22/2019
Good Morning, Do we need to retain GMPP warranty parts for the allowed 15 days. Service advisor question this. Thank you
Forum - 04/02/2019
If it is admin for shipping parts to WPC, I credit the freight account. If it is admin for S2 or S1 sublet allowance, I credit the service policy account.
Forum - 06/04/2019
Refer to Article 2.17 in the Service Policies & Procedures Manual for details on the Windshield Program.
Forum - 09/17/2019
Service management authorization is necessary on the job card for the repeat repair (pyramiding) situation. The authorization must include the service manager's signature/initials, date, time, and an explanation.
What Would You Do - 04/20 - 03/27/2020
The owner of a 2018 Chevrolet Silverado brought their vehicle in to the service department due to an engine knock. After diagnosis the technician determined that either a new rod must be installed or the engine must be replaced. The dealer...
Coronavirus - 03/27/2020
... thoughts on how the Coronavirus has affected your dealership or your 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?...
Forum - 04/01/2020
Transaction type is ZPTI- parts warranty service agent installed, labor op is steering gear replacement and part # is 19321399
Forum - 06/08/2020
Hi TH9144! I would recommend using the Service Manager's GMIN in this instance.
NEED HELP WITH REYNOLDS & REYNOLDS - 07/29/2020
Can anyone tell me step by step on how to add Service Advisor and Tehcnicians GMIN in ReyRey BLUE SCREENThank you!
Forum - 07/29/2020
you can only use one labor op and what ever other things or time they are claiming fors to OLH and needs service managers auth
Closest labor op to authorization. - 03/11/2020
I have tried to find the date in which service management approval is not required thru here and P&P. Can someone help me on that pleast?
Forum - 09/01/2020
Service manager must sign for excessive parts with explanation why they replaced. Anything above what SI states then it would be OLH
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 - 07/31/2020
If you are repairing per bullentin, then you would use both op codes with service managers auth for repeat repair so claim does not reject.
Early Bird Envelopes - pg 2 of Sept 2020 JLWarranty News - 08/27/2020
I just want to make sure I'm understanding this 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...
Forum - 12/22/2020
The GM Dealer Infrastructure Guidelines Version 20.2 (Global Message GCUS-6-842) recommends Internet Explorer, version IE11 (with current service pack) with the compatibility vew enabled.
Forum - 12/30/2020
If memory serves me right, Autointergrate pays thru ServiceNet, on Chryslers parts statement. It has been several years since I fooled with AI
Forum - 03/08/2021
There is a good video that will help right here on J&L. It can be found in the Warranty Traing Video Section, It's titled Service Management Approval & Authorizations.
Forum - 01/13/2021
I would plug the VIN into service workbench and let it tell you whether to proceed as warrantable
Forum - 01/28/2021
If memory serves, the advisor has up to 3 days, service manager 4-7 and WSS after that. DMA no longer handles rentals
What Would You Do - 01/22 - 01/03/2022
... their authorization to perform repairs on a stock unit. Because the claim exceeded the service agent’s empowerment, the warranty administrator wants to be absolutely sure that all compliance issues are addressed before resubmitting for...
... fees incurred in conjunction with the performance of warranty repairs are considered 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...
Forum - 04/01/2019
... now is mostly me putting a sticky note on what's wrong with an RO and giving all of them to the Service Manager at the end of the day. He reviews/corrects/gives to shop foreman as necessary. When things are going well, I get them back the...
Forum - 01/23/2019
The service management authorization requirement for CCND labor operations has been eliminated as reflected in the Authorization Matrix contained within Bulletin 04-00-89-015T (dated 1/14/2019). The previous version of the Bulletin 04-00-89-015S (dated...
Forum - 04/25/2019
ST over 2 hours needs service manager auth. Not sure how the sublet part plays into that, so i will be following...
GMPP - 04/22/2019
Good Morning, Do we need to retain GMPP warranty parts for the allowed 15 days. Service advisor question this. Thank you
Forum - 04/02/2019
If it is admin for shipping parts to WPC, I credit the freight account. If it is admin for S2 or S1 sublet allowance, I credit the service policy account.
Forum - 06/04/2019
Refer to Article 2.17 in the Service Policies & Procedures Manual for details on the Windshield Program.
Forum - 09/17/2019
Service management authorization is necessary on the job card for the repeat repair (pyramiding) situation. The authorization must include the service manager's signature/initials, date, time, and an explanation.
What Would You Do - 04/20 - 03/27/2020
The owner of a 2018 Chevrolet Silverado brought their vehicle in to the service department due to an engine knock. After diagnosis the technician determined that either a new rod must be installed or the engine must be replaced. The dealer...
Coronavirus - 03/27/2020
... thoughts on how the Coronavirus has affected your dealership or your 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?...
Forum - 04/01/2020
Transaction type is ZPTI- parts warranty service agent installed, labor op is steering gear replacement and part # is 19321399
Forum - 06/08/2020
Hi TH9144! I would recommend using the Service Manager's GMIN in this instance.
NEED HELP WITH REYNOLDS & REYNOLDS - 07/29/2020
Can anyone tell me step by step on how to add Service Advisor and Tehcnicians GMIN in ReyRey BLUE SCREENThank you!
Forum - 07/29/2020
you can only use one labor op and what ever other things or time they are claiming fors to OLH and needs service managers auth
Closest labor op to authorization. - 03/11/2020
I have tried to find the date in which service management approval is not required thru here and P&P. Can someone help me on that pleast?
Forum - 09/01/2020
Service manager must sign for excessive parts with explanation why they replaced. Anything above what SI states then it would be OLH
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 - 07/31/2020
If you are repairing per bullentin, then you would use both op codes with service managers auth for repeat repair so claim does not reject.
Early Bird Envelopes - pg 2 of Sept 2020 JLWarranty News - 08/27/2020
I just want to make sure I'm understanding this 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...
Forum - 12/22/2020
The GM Dealer Infrastructure Guidelines Version 20.2 (Global Message GCUS-6-842) recommends Internet Explorer, version IE11 (with current service pack) with the compatibility vew enabled.
Forum - 12/30/2020
If memory serves me right, Autointergrate pays thru ServiceNet, on Chryslers parts statement. It has been several years since I fooled with AI
Forum - 03/08/2021
There is a good video that will help right here on J&L. It can be found in the Warranty Traing Video Section, It's titled Service Management Approval & Authorizations.
Forum - 01/13/2021
I would plug the VIN into service workbench and let it tell you whether to proceed as warrantable
Forum - 01/28/2021
If memory serves, the advisor has up to 3 days, service manager 4-7 and WSS after that. DMA no longer handles rentals
What Would You Do - 01/22 - 01/03/2022
... their authorization to perform repairs on a stock unit. Because the claim exceeded the service agent’s empowerment, the warranty administrator wants to be absolutely sure that all compliance issues are addressed before resubmitting for...
Forum - 09/30/2021
That's how i do it. Service mananger must sign off on repair.
(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
Re: PONTIAC PREFERRED OIL CHANGES-SYNTHETIC - 03/23/2010
... to demonstrate to Pontiac owners that your dealership is still their best choice for sales and service. It specifically states on page 4 of the Dealer Guide that the consumer must not be charged for additional fees, and that dealers agree to perform...
Re: NEW RENTAL RATE QUESTION... - 05/12/2010
... Transportation Program. Enterprise will continue to be the preferred provider for warranty service replacement rentals. The significant areas of change from the previous Agreement are as follows: Tier Structure/Rate Schedule Tier 1 - All Small/Mid-Size/Other...
Re: Help with SATURN car care maitenance plan - 05/14/2010
not sure, my service manager told me its an information bulletin dont know when it came out i did call the dbc but they had to idea w either..thanks anyway
Re: GLOBAL TIRE TRAINING - 05/21/2010
Jim, You can find it in GlobalConnect--Library--Service--Service Operations. It's a PowerPoint presentation, if you don't have Powerpoint you can download a PowerPoint viewer from Microsoft.com to view it.
Re: What are your dealership’s operating hours? - 06/08/2010
The Service, Parts and Body Shop are open Monday thru Friday 8:00 to 5:30. Our Quick Lube is open Monday thru Friday 8:00 to 5:30, also on Saturday 8:00 to 1:00. The Showroom is open Monday thru Friday 8:00 to 6:00, Saturday 8:00 to 3:00. When I first...
Re: NEW WIRING LABOUR OP - 06/24/2010
I believe its in SI under Service Manual/Bulletins, Power & Signal Distribution, Wiring Systems & Power Management, Schematic and Routing Diagrams.
Re: warranty for warpped brake rotors - 09/24/2010
Have you reviewd TSB #00-05-22-002 Disc Brake Warranty Service & Procedures? Specifically page 14 about rotors.
Re: srta trans warranty - 11/16/2010
I WOULD THINK THE SERVICE DEPT WOULD CHECK THE TRANSMISSION TO SEE WHAT THE PROBLEM IS BEFORE THEY DO THE PARTS WARRANTY
Re: GOODWILL PARTS FAILURE - 08/27/2009
Our service manager generally clears these through our AVM first before trying it. Sometimes AVM ok's sometimes not.
Re: Global Warranty Management - 12/30/2009
Check with your service mgr or F.O.M. Our service mgr. received an email from the F.O.M. with a list of dates and information. It looks like the list we received does show the full North Central Region so if you want to tell me what dealership you're...
Re: TRANS REPLACEMENT - 04/14/2009
... Performance Parts Warranty Statement - NEW Transfer Case Warranty now 36 months/100,000 miles GM SERVICE REPLACEMENT POWERTRAIN & GM PERFORMANCE PARTS LIMITED WARRANTY FOR: ENGINES, ENGINE COMPONENTS, TRANSMISSIONS, TRANSMISSION COMPONENTS & TRANSFER...
Re: PARTS WARRANTY - 05/28/2009
We always put part warranties on a second repair order and they are signed by the service manager.
Re: Brake warranty memo - 07/21/2009
#05-05-22-002E: Disc Brake Warranty Service and Procedures - Lateral Runout (LRO), Rotor Pulsation, Pads, Wear, Noise, Refinish, Clean-Up, Corrosion, Squeak, Grind, Groan - (Jul 16, 2009)
Re: 2010 CAMARO - STRIPS - 08/04/2009
My service mgr pulled it up on Global Connect> Accessory Info Center for VPO Option Info. AIC is found in the sales tab.
Re: Global Warranty - 08/12/2009
I looked under service, I dont seem to have it .... is it actually listed as "Global Connect" ???
Re: OLD RECALL LISTING ???? - 04/13/2009
Thanks for that, I had forgotten that the service manager could now authorize for past model vehicles.
Same RO, 2 (or more) repair attempts - 03/04/2009
The service writers have a habit of leaving RO's open and getting them to me days after the repair. Occasionally, a vehicle will return with the same complaint (first attempt using a bulletin did not fix the concern) and they will assign it to a different...
Re: Gremlins - 05/20/2008
I checked again this morning and still can not open the newsletters. I did try other pdf's from GM Messenger and they opened fine. If you would like to give me a call that's fine-email me at service@baumchevybuick.com and I'll get you my # Mark
Re: MARK OF EXCELLENCE QUESTION - 05/29/2008
... test the computer randomly picks a set number of questions from that "pool" The sign up type of service other, service advisor, etc. doesn't really affect the question selection from what I've been told-it's all random....
Re: MARK OF EXCELLENCE QUESTION - 05/28/2008
There isn't one specifically for warranty admins, but you can be enrolled in the one for service advisors.
Re: RPO CODES - 06/06/2008
If you go into SI and put in the vehicle, go to Service Manual/Bulletins, General Information, General Information, Introduction, you will find the RPO list for the vehicles there. =-)
Increase in shuttle allowance - 08/25/2008
FYI Attention: Service Manager 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...
Maintenace Website from Newsletter. - 08/29/2008
Anyone using the GM Service Advantage web tool talked about on pg. 7 of the last newsletter or know where we can find more info on it? Tried searching Dealerworld and Global Connect messages and a Google web search and did not turn anything up. We are...
That's how i do it. Service mananger must sign off on repair.
(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
Re: PONTIAC PREFERRED OIL CHANGES-SYNTHETIC - 03/23/2010
... to demonstrate to Pontiac owners that your dealership is still their best choice for sales and service. It specifically states on page 4 of the Dealer Guide that the consumer must not be charged for additional fees, and that dealers agree to perform...
Re: NEW RENTAL RATE QUESTION... - 05/12/2010
... Transportation Program. Enterprise will continue to be the preferred provider for warranty service replacement rentals. The significant areas of change from the previous Agreement are as follows: Tier Structure/Rate Schedule Tier 1 - All Small/Mid-Size/Other...
Re: Help with SATURN car care maitenance plan - 05/14/2010
not sure, my service manager told me its an information bulletin dont know when it came out i did call the dbc but they had to idea w either..thanks anyway
Re: GLOBAL TIRE TRAINING - 05/21/2010
Jim, You can find it in GlobalConnect--Library--Service--Service Operations. It's a PowerPoint presentation, if you don't have Powerpoint you can download a PowerPoint viewer from Microsoft.com to view it.
Re: What are your dealership’s operating hours? - 06/08/2010
The Service, Parts and Body Shop are open Monday thru Friday 8:00 to 5:30. Our Quick Lube is open Monday thru Friday 8:00 to 5:30, also on Saturday 8:00 to 1:00. The Showroom is open Monday thru Friday 8:00 to 6:00, Saturday 8:00 to 3:00. When I first...
Re: NEW WIRING LABOUR OP - 06/24/2010
I believe its in SI under Service Manual/Bulletins, Power & Signal Distribution, Wiring Systems & Power Management, Schematic and Routing Diagrams.
Re: warranty for warpped brake rotors - 09/24/2010
Have you reviewd TSB #00-05-22-002 Disc Brake Warranty Service & Procedures? Specifically page 14 about rotors.
Re: srta trans warranty - 11/16/2010
I WOULD THINK THE SERVICE DEPT WOULD CHECK THE TRANSMISSION TO SEE WHAT THE PROBLEM IS BEFORE THEY DO THE PARTS WARRANTY
Re: GOODWILL PARTS FAILURE - 08/27/2009
Our service manager generally clears these through our AVM first before trying it. Sometimes AVM ok's sometimes not.
Re: Global Warranty Management - 12/30/2009
Check with your service mgr or F.O.M. Our service mgr. received an email from the F.O.M. with a list of dates and information. It looks like the list we received does show the full North Central Region so if you want to tell me what dealership you're...
Re: TRANS REPLACEMENT - 04/14/2009
... Performance Parts Warranty Statement - NEW Transfer Case Warranty now 36 months/100,000 miles GM SERVICE REPLACEMENT POWERTRAIN & GM PERFORMANCE PARTS LIMITED WARRANTY FOR: ENGINES, ENGINE COMPONENTS, TRANSMISSIONS, TRANSMISSION COMPONENTS & TRANSFER...
Re: PARTS WARRANTY - 05/28/2009
We always put part warranties on a second repair order and they are signed by the service manager.
Re: Brake warranty memo - 07/21/2009
#05-05-22-002E: Disc Brake Warranty Service and Procedures - Lateral Runout (LRO), Rotor Pulsation, Pads, Wear, Noise, Refinish, Clean-Up, Corrosion, Squeak, Grind, Groan - (Jul 16, 2009)
Re: 2010 CAMARO - STRIPS - 08/04/2009
My service mgr pulled it up on Global Connect> Accessory Info Center for VPO Option Info. AIC is found in the sales tab.
Re: Global Warranty - 08/12/2009
I looked under service, I dont seem to have it .... is it actually listed as "Global Connect" ???
Re: OLD RECALL LISTING ???? - 04/13/2009
Thanks for that, I had forgotten that the service manager could now authorize for past model vehicles.
Same RO, 2 (or more) repair attempts - 03/04/2009
The service writers have a habit of leaving RO's open and getting them to me days after the repair. Occasionally, a vehicle will return with the same complaint (first attempt using a bulletin did not fix the concern) and they will assign it to a different...
Re: Gremlins - 05/20/2008
I checked again this morning and still can not open the newsletters. I did try other pdf's from GM Messenger and they opened fine. If you would like to give me a call that's fine-email me at service@baumchevybuick.com and I'll get you my # Mark
Re: MARK OF EXCELLENCE QUESTION - 05/29/2008
... test the computer randomly picks a set number of questions from that "pool" The sign up type of service other, service advisor, etc. doesn't really affect the question selection from what I've been told-it's all random....
Re: MARK OF EXCELLENCE QUESTION - 05/28/2008
There isn't one specifically for warranty admins, but you can be enrolled in the one for service advisors.
Re: RPO CODES - 06/06/2008
If you go into SI and put in the vehicle, go to Service Manual/Bulletins, General Information, General Information, Introduction, you will find the RPO list for the vehicles there. =-)
Increase in shuttle allowance - 08/25/2008
FYI Attention: Service Manager 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...
Maintenace Website from Newsletter. - 08/29/2008
Anyone using the GM Service Advantage web tool talked about on pg. 7 of the last newsletter or know where we can find more info on it? Tried searching Dealerworld and Global Connect messages and a Google web search and did not turn anything up. We are...
Re: ADMINISTRATIVE ALLOWANCE - 08/18/2008
... flags. For instance, if the job pays .5 and the admin time is .2, the tech gets paid .7. Our service mgr says it helps offset when they get shortchanged on jobs that take longer than warranty pays. The place I worked at before would bill a separate...
Re: Increase in shuttle allowance - 08/25/2008
Ref. number: Service / Service / Warranty / Warranty / G_0000010512 it is in todays new messages:)
Re: Warranty Admin. job description - 12/11/2008
Various position descriptions may be found in the Retail Operating System located in GlobalConnect through the Service tab.
Re: Warranty Admin. job description - 12/04/2008
so glad to hear that im not the only one to deal with an "egomaniac" service manager...thx for listening..i think i just needed to vent today!!!!
Re: How is business? - 12/02/2008
WE ARE DEFINATLY BUSIER IN SERVICE, PEOPLE ARE FIXING INSTEAD OF BUYING BUT SALES HASN'T BEEN TO BAD
Re: OPTION CODE VAT - DEALER INSTALLED CHROME GRILLE - 10/06/2008
Go under messages on global connect. Then go to service. It was from 9/24.
Re: HOURS - 09/04/2008
RAY HUTSON CHEVROLET SERVICE IS OPEN 7AM TILL 5PM AND OPEN 8AM TIL 12:00 NOON ON SAT.
Forum - 09/19/2007
The service manager should be authorizing claims as the need arises, not after the fact. Unfortunately this is not always the case, therefore those instances should be brought to the service manager's attention as soon as possible, before the claim...
Forum - 09/19/2007
We Are Currently On A Paperless System With Electronic Signature Capture-how Do You Recommend Handling Service Management Authorization On R.o.'s?
Forum - 09/19/2007
Article 1.4.12 provides general program information. Cadillac and Hummer offer Roadside Service specific literature (GM Messenger). Some Roadside basics... Covered during the basic warranty only Complaint code= MJ / Failure code= 98 Non warranty towing=...
Forum - 09/19/2007
... up as no repair. What was he doing? Driving the vehicle to try to hear the rattle/squeek? Did the service consultant do a poor job of describing the noises so the tech had to put more effort into finding the noise and hopefully correcting it? Unfortunately...
Reprogramming Rejects - 11/12/2007
... claim for module reprogramming with new or updated software and/or calibration files using the TIS Service Programming System (SPS) application must have the warranty claim code submitted as the failure code. Failure to do so will cause the claim to...
Becky - 11/13/2007
... fill out. All tranny, engine, diff, injector and transfer case repair has a form on Dealerworld Service forms to fill out. If they don't fill out the paperwork, they don't get paid. The down side to this is I have had to babysit some of my techs and...
Stock Vehicles & Other Labor Hours - 01/21/2008
Yes, it is ok to apply for OLH on a stock vehicle if is approved by service management and justified by the technician's documentation on the hard copy.
Forum - 11/14/2007
YOU HAVE TO HAVE AN AUTH CODE G TO DO AN ADD CREDIT I HAVE MY SERVICE MANAGER SIGN THE ORIGINAL RO
Forum - 12/18/2007
We use Reynolds and the way I have been shown to do it is that you use the Service Mgrs. number for the admin time allowances.
Recall OLH - 12/20/2007
The service manager can sign OLH on a recall, but in order for any OLH to pay with a V labor op the claim will have to be H-Routed.
Re: administrative allowances - 01/03/2008
ARE YOU PUTTING THE .2 LABOR + THE $20.00 IN SERVICE --- I HAVE BEEN TOLD THE $20.00 GOES TO OUR (PARTS DEPT)FOR THE HANDLING OF THE CLUSTER ????
Re: administrative allowances - 01/04/2008
I keep the .2 for Service and the 20.00 goes to parts. (Per our Parts Manager!)
Re: administrative allowances - 01/08/2008
[quote] GMNL26089: I keep the .2 for Service and the 20.00 goes to parts. (Per our Parts Manager!) [/quote] I've been taught to add the .2 to labor tech time and put 20.00 for handling fee under net items to go to parts. The Admin. Allowance will go into...
Re: Rejected Claim - 03/07/2008
... to manually input our claims into WINS, as the interface would only include the RO#, VIN, date of service, mileage & service advisor. None of the claim information would carry over, so for us, it wasn't worth it. I have been doing this for almost 3...
Re: GM CERTIFIED - 02/27/2008
Thanks, what if it says 3/3k but has no service contract? But it is in the 3/3k still.
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...
What Would You Do - 02/16 - 02/02/2016
... failures with the HVAC system and a part ordered, the dealership left the job card open. The service manager completed the Minimum Customer Participation Calculator to provide the customer with policy assistance, as the vehicle is outside of the new...
PDI Add Times - 05/13/2016
Is it a requirement to have Service Manager Authorization for added lines for dealer-installed options/accessories on PDI job cards?
... flags. For instance, if the job pays .5 and the admin time is .2, the tech gets paid .7. Our service mgr says it helps offset when they get shortchanged on jobs that take longer than warranty pays. The place I worked at before would bill a separate...
Re: Increase in shuttle allowance - 08/25/2008
Ref. number: Service / Service / Warranty / Warranty / G_0000010512 it is in todays new messages:)
Re: Warranty Admin. job description - 12/11/2008
Various position descriptions may be found in the Retail Operating System located in GlobalConnect through the Service tab.
Re: Warranty Admin. job description - 12/04/2008
so glad to hear that im not the only one to deal with an "egomaniac" service manager...thx for listening..i think i just needed to vent today!!!!
Re: How is business? - 12/02/2008
WE ARE DEFINATLY BUSIER IN SERVICE, PEOPLE ARE FIXING INSTEAD OF BUYING BUT SALES HASN'T BEEN TO BAD
Re: OPTION CODE VAT - DEALER INSTALLED CHROME GRILLE - 10/06/2008
Go under messages on global connect. Then go to service. It was from 9/24.
Re: HOURS - 09/04/2008
RAY HUTSON CHEVROLET SERVICE IS OPEN 7AM TILL 5PM AND OPEN 8AM TIL 12:00 NOON ON SAT.
Forum - 09/19/2007
The service manager should be authorizing claims as the need arises, not after the fact. Unfortunately this is not always the case, therefore those instances should be brought to the service manager's attention as soon as possible, before the claim...
Forum - 09/19/2007
We Are Currently On A Paperless System With Electronic Signature Capture-how Do You Recommend Handling Service Management Authorization On R.o.'s?
Forum - 09/19/2007
Article 1.4.12 provides general program information. Cadillac and Hummer offer Roadside Service specific literature (GM Messenger). Some Roadside basics... Covered during the basic warranty only Complaint code= MJ / Failure code= 98 Non warranty towing=...
Forum - 09/19/2007
... up as no repair. What was he doing? Driving the vehicle to try to hear the rattle/squeek? Did the service consultant do a poor job of describing the noises so the tech had to put more effort into finding the noise and hopefully correcting it? Unfortunately...
Reprogramming Rejects - 11/12/2007
... claim for module reprogramming with new or updated software and/or calibration files using the TIS Service Programming System (SPS) application must have the warranty claim code submitted as the failure code. Failure to do so will cause the claim to...
Becky - 11/13/2007
... fill out. All tranny, engine, diff, injector and transfer case repair has a form on Dealerworld Service forms to fill out. If they don't fill out the paperwork, they don't get paid. The down side to this is I have had to babysit some of my techs and...
Stock Vehicles & Other Labor Hours - 01/21/2008
Yes, it is ok to apply for OLH on a stock vehicle if is approved by service management and justified by the technician's documentation on the hard copy.
Forum - 11/14/2007
YOU HAVE TO HAVE AN AUTH CODE G TO DO AN ADD CREDIT I HAVE MY SERVICE MANAGER SIGN THE ORIGINAL RO
Forum - 12/18/2007
We use Reynolds and the way I have been shown to do it is that you use the Service Mgrs. number for the admin time allowances.
Recall OLH - 12/20/2007
The service manager can sign OLH on a recall, but in order for any OLH to pay with a V labor op the claim will have to be H-Routed.
Re: administrative allowances - 01/03/2008
ARE YOU PUTTING THE .2 LABOR + THE $20.00 IN SERVICE --- I HAVE BEEN TOLD THE $20.00 GOES TO OUR (PARTS DEPT)FOR THE HANDLING OF THE CLUSTER ????
Re: administrative allowances - 01/04/2008
I keep the .2 for Service and the 20.00 goes to parts. (Per our Parts Manager!)
Re: administrative allowances - 01/08/2008
[quote] GMNL26089: I keep the .2 for Service and the 20.00 goes to parts. (Per our Parts Manager!) [/quote] I've been taught to add the .2 to labor tech time and put 20.00 for handling fee under net items to go to parts. The Admin. Allowance will go into...
Re: Rejected Claim - 03/07/2008
... to manually input our claims into WINS, as the interface would only include the RO#, VIN, date of service, mileage & service advisor. None of the claim information would carry over, so for us, it wasn't worth it. I have been doing this for almost 3...
Re: GM CERTIFIED - 02/27/2008
Thanks, what if it says 3/3k but has no service contract? But it is in the 3/3k still.
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...
What Would You Do - 02/16 - 02/02/2016
... failures with the HVAC system and a part ordered, the dealership left the job card open. The service manager completed the Minimum Customer Participation Calculator to provide the customer with policy assistance, as the vehicle is outside of the new...
PDI Add Times - 05/13/2016
Is it a requirement to have Service Manager Authorization for added lines for dealer-installed options/accessories on PDI job cards?
Re: DEALERTRACK - 06/22/2016
The line is coded with an "S" for service contract correct? I'm thinking that's why that prompt might be coming up.
Re: HOW DO I CODE THIS? - 08/21/2015
Thanks so much for the information. I am following up with the service manager on this.
Re: Seal Part Warranty - 08/11/2015
... was properly installed and the surfaces were correctly prepared). Responsibility rests with the Service Agent to ensure the correct part(s) are being used and the part(s) are not damaged or defective prior to installation. If the part(s) are found to...
Re: Seal Part Warranty - 08/11/2015
I finally found it in the Parts P&P, not in the Service P&P. Thank You!
Re: NEW GLOBAL - 07/24/2015
Yep, you got it, I was just about to respond to be on the Service Page. Glad you found it!
Re: Closest Available Labor Operation - 07/09/2015
DCain2015 - handle these situations as you would a regular OLH situation (time documentation / service manager authorization / comments supporting closest to operation).
Re: Closest Available Labor Operation - 07/08/2015
Kristen, that is what I told my service manager. We would've needed DMA approval for 2.9 OLH hours because it's the closest available labor operation. He did not agree, since all of the same steps were taken to replace the lamp EXCEPT actually replacing...
Re: What Would You Do - 01/15 - 01/07/2015
No it would not hold up in an audit, the service manager needs to approve , sign and date each add on line separately..
Repeat Repair approvals? - 03/16/2017
... to Labour Code 8465050. Error 028 : Car rental days 07 exceeds the maximum allowed for Service Agent. Warning 124 : This transaction is being reviewed by a GM Service Manager. Transaction Number:001326024363Transaction Status:Pending I...
Forum - 03/17/2017
Repeat repair (pyramiding) authorization must be completed by service management prior to transaction submission - so at this point the authorization would be after the fact.
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.
What Would You Do - 04/17 - 03/21/2017
... card was added after write up to address an open recall that was not found at time of write up.The service manager indicated one authorization, including a signature, date, time, and an explanation to address both the first and third lines. The explanation...
Forum - 03/23/2017
cnkraemer that brings back memories "install SOP " the other dealer i worked for the service advisors used to write that on the job cards all the time used to drive me crazy.
What Would You Do - 02/17 - 01/23/2017
... converter were replaced. The radiator was replaced and a front alignment was performed. The service advisor booked the job card with labor operation 8466410: 1-2-3-4 clutch plate replacement for 12.6 hours. Service management had also approved OLH...
Courtesy Transportation on Special Coverage claim? - 02/01/2017
... customer satisfaction. Dealers are to ensure that these customers understand that shuttle service or some other form of courtesy transportation is available and will be provided at no charge. Dealers should refer to the General Motors Service Policies...
Forum - 02/13/2017
... of the LTG, as applicable. For example, select the Alpha GLC LTG > enter a keyword or select a service category type > select a service category > select a document - it is at this point you are able to view the Effective Date drop down for...
What Would You Do - 03/17 - 02/17/2017
... 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, the customer visited a Buick GMC dealership with the same concern,...
Forum - 11/18/2016
... He is now 6 years old and they are both happy as can be. We had a turkey fly into our service area one day. He flew in one of our big doors then crashed into the glass on the door on the other side of the shop. We had feathers and glass everywhere. ...
Forum - 09/08/2016
A specific stamp for that would be nice. As of now, my service manager is initialing the line with an explanation for the change in pay type. Thanks!
What Would You Do - 10/16 - 09/27/2016
In June, the owner of a 2016 Buick Envision presented their vehicle to the service department with a vibration condition. The dealership technician test drove the vehicle to confirm the concern. The tech then set tire pressures to the recommended values,...
DPF REGENERATION - 09/29/2016
... THE DEF SYSTEM SEEMS TO BE RUNNING LONGER. TECH FOUND THAT THERE AS 37g OF SOOT. HE PERFORMED ADPF SERVICE REGENERATION ON THE VEHICLE. THERE IS NO LABOR OP FOR THIS SERVICE. HOW WOULD I CLAIM THIS UNDER WARRANTY? OR SHOULD THIS BE CUSTOMER PAY...
Customer Concern Not Duplicated - 10/12/2016
... repair time greater than 0.3 hours must be submitted as Other Labor Hours and have appropriate service management approval. "OLH is not allowed on CCND's per P&P. 2.4 states, "Published labor time is the maximum time allowed. Service...
GOING FROM OUTSIDE TO INSIDE WARRANTY - 12/13/2016
... and I am going to be our new warranty adminstrator, I have no experience in the field. Our service advisor has worked in other dealership in the past and has some experience with handling claims. My question is what are some tips you would...
Rental vehicle charges vs VIP Buy - 04/14/2017
Where can I find documentation if any, to show my service managers the limitation on rental charges when a part has a VIP Buy on it??
Forum - 04/19/2017
You can find the sheet under "Service Forms". Scroll down the page to the heading "BRAKES" and the form is found there. I still have my guys attach it everytime.
The line is coded with an "S" for service contract correct? I'm thinking that's why that prompt might be coming up.
Re: HOW DO I CODE THIS? - 08/21/2015
Thanks so much for the information. I am following up with the service manager on this.
Re: Seal Part Warranty - 08/11/2015
... was properly installed and the surfaces were correctly prepared). Responsibility rests with the Service Agent to ensure the correct part(s) are being used and the part(s) are not damaged or defective prior to installation. If the part(s) are found to...
Re: Seal Part Warranty - 08/11/2015
I finally found it in the Parts P&P, not in the Service P&P. Thank You!
Re: NEW GLOBAL - 07/24/2015
Yep, you got it, I was just about to respond to be on the Service Page. Glad you found it!
Re: Closest Available Labor Operation - 07/09/2015
DCain2015 - handle these situations as you would a regular OLH situation (time documentation / service manager authorization / comments supporting closest to operation).
Re: Closest Available Labor Operation - 07/08/2015
Kristen, that is what I told my service manager. We would've needed DMA approval for 2.9 OLH hours because it's the closest available labor operation. He did not agree, since all of the same steps were taken to replace the lamp EXCEPT actually replacing...
Re: What Would You Do - 01/15 - 01/07/2015
No it would not hold up in an audit, the service manager needs to approve , sign and date each add on line separately..
Repeat Repair approvals? - 03/16/2017
... to Labour Code 8465050. Error 028 : Car rental days 07 exceeds the maximum allowed for Service Agent. Warning 124 : This transaction is being reviewed by a GM Service Manager. Transaction Number:001326024363Transaction Status:Pending I...
Forum - 03/17/2017
Repeat repair (pyramiding) authorization must be completed by service management prior to transaction submission - so at this point the authorization would be after the fact.
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.
What Would You Do - 04/17 - 03/21/2017
... card was added after write up to address an open recall that was not found at time of write up.The service manager indicated one authorization, including a signature, date, time, and an explanation to address both the first and third lines. The explanation...
Forum - 03/23/2017
cnkraemer that brings back memories "install SOP " the other dealer i worked for the service advisors used to write that on the job cards all the time used to drive me crazy.
What Would You Do - 02/17 - 01/23/2017
... converter were replaced. The radiator was replaced and a front alignment was performed. The service advisor booked the job card with labor operation 8466410: 1-2-3-4 clutch plate replacement for 12.6 hours. Service management had also approved OLH...
Courtesy Transportation on Special Coverage claim? - 02/01/2017
... customer satisfaction. Dealers are to ensure that these customers understand that shuttle service or some other form of courtesy transportation is available and will be provided at no charge. Dealers should refer to the General Motors Service Policies...
Forum - 02/13/2017
... of the LTG, as applicable. For example, select the Alpha GLC LTG > enter a keyword or select a service category type > select a service category > select a document - it is at this point you are able to view the Effective Date drop down for...
What Would You Do - 03/17 - 02/17/2017
... 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, the customer visited a Buick GMC dealership with the same concern,...
Forum - 11/18/2016
... He is now 6 years old and they are both happy as can be. We had a turkey fly into our service area one day. He flew in one of our big doors then crashed into the glass on the door on the other side of the shop. We had feathers and glass everywhere. ...
Forum - 09/08/2016
A specific stamp for that would be nice. As of now, my service manager is initialing the line with an explanation for the change in pay type. Thanks!
What Would You Do - 10/16 - 09/27/2016
In June, the owner of a 2016 Buick Envision presented their vehicle to the service department with a vibration condition. The dealership technician test drove the vehicle to confirm the concern. The tech then set tire pressures to the recommended values,...
DPF REGENERATION - 09/29/2016
... THE DEF SYSTEM SEEMS TO BE RUNNING LONGER. TECH FOUND THAT THERE AS 37g OF SOOT. HE PERFORMED ADPF SERVICE REGENERATION ON THE VEHICLE. THERE IS NO LABOR OP FOR THIS SERVICE. HOW WOULD I CLAIM THIS UNDER WARRANTY? OR SHOULD THIS BE CUSTOMER PAY...
Customer Concern Not Duplicated - 10/12/2016
... repair time greater than 0.3 hours must be submitted as Other Labor Hours and have appropriate service management approval. "OLH is not allowed on CCND's per P&P. 2.4 states, "Published labor time is the maximum time allowed. Service...
GOING FROM OUTSIDE TO INSIDE WARRANTY - 12/13/2016
... and I am going to be our new warranty adminstrator, I have no experience in the field. Our service advisor has worked in other dealership in the past and has some experience with handling claims. My question is what are some tips you would...
Rental vehicle charges vs VIP Buy - 04/14/2017
Where can I find documentation if any, to show my service managers the limitation on rental charges when a part has a VIP Buy on it??
Forum - 04/19/2017
You can find the sheet under "Service Forms". Scroll down the page to the heading "BRAKES" and the form is found there. I still have my guys attach it everytime.
Forum - 04/19/2017
1MaryRuble: sounds like you have a good process in place for submitting DEF, other than when sales bypasses service!
Forum - 04/19/2017
Is there a GM document that states Service Management Authorization isn't required for OLH related to Consequential Damage as mentioned above?
Forum - 04/25/2017
Please refer to Article 2.4 in the Service P&P for policies associated with CCND operations, as well as bulletin 06-00-89-026. Proper usage of these operations indicates that the technician followed system verification in SI and/or followed diagnostics...
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 - 05/09/2017
The service manager auth should be on both. Then they cannot dispute it
Forum - 05/09/2017
... there to file the warranty claims. Personally, I handle warranty claims, back the cashier, submit service contracts and chase down short-pays on those, help the service manager, check coverage for advisors, maintain the dealer rentals, assist cashier...
Forum - 05/04/2017
From Service P&P Article 3.2.9 Technician Identification and Accounting of Labor Time: Multiple Vehicle Repairs For multiple vehicles requiring reprogramming, as well as service update bulletins and field actions involving inspections only (no parts...
Forum - 05/05/2017
... a hard time remembering to add separate ones for OLH or added operations. We have a monthly service lunch meeting that includes the techs, service manager and advisors, the scheduler and myself that I must bring up time punches for OLH and added...
Forum - 04/27/2017
Go under Service Forms App, General information, 8 sections down, (right above brakes) under Recall Vehicle Action Report-Cam-02
REFINISH ROTORS - 07/28/2017
... AS WELL? IT WOULD GO IN OLH TO COVER TIME FOR THE MACHINING OF THE OTHER SIDE. BUT DO I NEED MY SERVICE MANAGERS AUTHORIZATION FOR THIS TYPE OF OLH? PLEASE SOMEONE CLEAR THIS UP FOR ME. MY SERVICE MANAGER AND I DON'T NECESSARILY AGREE ON THE PROPER WAY...
Forum - 07/19/2017
thanks Kristen, i will print out this bulletin..for some reason i don't get these passed on to me and seems like my service managers don't read them !!!
Forum - 06/05/2017
Policy authorization by service management is necessary on the job card. A copy of the Policy Evaluation Tool is attached to support the transaction.
Potential Repeat Repair approvals and requirements? - 06/05/2017
... replacement on 04/01/17. In the Warranty in Review, Spring 2017 edition from the GM Service page, it states "Transactions requesting payment of potential repeat repairs or pyramiding transactions will require either a copy of the previous...
Forum - 06/28/2017
... may be found 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...
CBG CPO Maint Plans vs Summary Reports - 08/08/2012
Does anyone know if the CBG CPO Maint Plan LOF job cards (having to put the $$ in net) is counted on out Service Agent Analysis reports ???
Re: ONE TIME REPLACEMANT ON DURASTOP BRAKE PADS - 09/14/2012
What your looking for should be in the Service P&P Manual- 1.1.3.2.10 - ACDelco DuraStop Brake Limited Warranty
Re: Who is responsible for call tech line? - 07/03/2012
99% of the time our techs call. Only on a very rare occasion have I seen the service mgr make the call.
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: Who's your boss? - 12/28/2012
my Boss is one of the dealers' son who happens to be in charge of parts and service hired me..
Re: What would you do? - 10/09/2012
... vehicle and many components would need to be replaced to repair in addition to the radiator. The service advisor that was working with the customer contacted their extended warranty provider and was DENIED any sort of claim acceptance due to the type...
Re: TIRE CLAIM - 10/24/2012
THANKS FOR THE HELP, I FINALLY CONVINCED MY SERVICE MANAGER THAT YES WE NEED TO DO A PRE AUTH..
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: Curious...anyone recently debited for vague information in correction lines? - 07/08/2013
... a water pump as "bad". It's a never ending battle, especially when we've recently gotten two new service advisors and two new techs. It's very frustrating. I keep a copy of the Required Operating Procedures bulletin on hand for reference (04-00-89-015)and...
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...
Re: What Would You Do - 01/15 - 02/19/2015
Thanks for the replies rreed & conny! The claim would not hold up in an audit situation. The service manager must approve each added line individually prior to the work being performed. Service management authorization must include the date, time, signature...
1MaryRuble: sounds like you have a good process in place for submitting DEF, other than when sales bypasses service!
Forum - 04/19/2017
Is there a GM document that states Service Management Authorization isn't required for OLH related to Consequential Damage as mentioned above?
Forum - 04/25/2017
Please refer to Article 2.4 in the Service P&P for policies associated with CCND operations, as well as bulletin 06-00-89-026. Proper usage of these operations indicates that the technician followed system verification in SI and/or followed diagnostics...
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 - 05/09/2017
The service manager auth should be on both. Then they cannot dispute it
Forum - 05/09/2017
... there to file the warranty claims. Personally, I handle warranty claims, back the cashier, submit service contracts and chase down short-pays on those, help the service manager, check coverage for advisors, maintain the dealer rentals, assist cashier...
Forum - 05/04/2017
From Service P&P Article 3.2.9 Technician Identification and Accounting of Labor Time: Multiple Vehicle Repairs For multiple vehicles requiring reprogramming, as well as service update bulletins and field actions involving inspections only (no parts...
Forum - 05/05/2017
... a hard time remembering to add separate ones for OLH or added operations. We have a monthly service lunch meeting that includes the techs, service manager and advisors, the scheduler and myself that I must bring up time punches for OLH and added...
Forum - 04/27/2017
Go under Service Forms App, General information, 8 sections down, (right above brakes) under Recall Vehicle Action Report-Cam-02
REFINISH ROTORS - 07/28/2017
... AS WELL? IT WOULD GO IN OLH TO COVER TIME FOR THE MACHINING OF THE OTHER SIDE. BUT DO I NEED MY SERVICE MANAGERS AUTHORIZATION FOR THIS TYPE OF OLH? PLEASE SOMEONE CLEAR THIS UP FOR ME. MY SERVICE MANAGER AND I DON'T NECESSARILY AGREE ON THE PROPER WAY...
Forum - 07/19/2017
thanks Kristen, i will print out this bulletin..for some reason i don't get these passed on to me and seems like my service managers don't read them !!!
Forum - 06/05/2017
Policy authorization by service management is necessary on the job card. A copy of the Policy Evaluation Tool is attached to support the transaction.
Potential Repeat Repair approvals and requirements? - 06/05/2017
... replacement on 04/01/17. In the Warranty in Review, Spring 2017 edition from the GM Service page, it states "Transactions requesting payment of potential repeat repairs or pyramiding transactions will require either a copy of the previous...
Forum - 06/28/2017
... may be found 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...
CBG CPO Maint Plans vs Summary Reports - 08/08/2012
Does anyone know if the CBG CPO Maint Plan LOF job cards (having to put the $$ in net) is counted on out Service Agent Analysis reports ???
Re: ONE TIME REPLACEMANT ON DURASTOP BRAKE PADS - 09/14/2012
What your looking for should be in the Service P&P Manual- 1.1.3.2.10 - ACDelco DuraStop Brake Limited Warranty
Re: Who is responsible for call tech line? - 07/03/2012
99% of the time our techs call. Only on a very rare occasion have I seen the service mgr make the call.
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: Who's your boss? - 12/28/2012
my Boss is one of the dealers' son who happens to be in charge of parts and service hired me..
Re: What would you do? - 10/09/2012
... vehicle and many components would need to be replaced to repair in addition to the radiator. The service advisor that was working with the customer contacted their extended warranty provider and was DENIED any sort of claim acceptance due to the type...
Re: TIRE CLAIM - 10/24/2012
THANKS FOR THE HELP, I FINALLY CONVINCED MY SERVICE MANAGER THAT YES WE NEED TO DO A PRE AUTH..
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: Curious...anyone recently debited for vague information in correction lines? - 07/08/2013
... a water pump as "bad". It's a never ending battle, especially when we've recently gotten two new service advisors and two new techs. It's very frustrating. I keep a copy of the Required Operating Procedures bulletin on hand for reference (04-00-89-015)and...
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...
Re: What Would You Do - 01/15 - 02/19/2015
Thanks for the replies rreed & conny! The claim would not hold up in an audit situation. The service manager must approve each added line individually prior to the work being performed. Service management authorization must include the date, time, signature...
Roadside Assistance Labor Ops - 05/29/2014
Does anyone know where to find the labor ops for the roadside assistance services that come with GM Powertrain Warranty?
Re: GMC 2 Year Scheduled Maintenance - 09/27/2013
My service manager did the DBC chat and they gave us the right op's. Thanks
Re: What should I do? - 12/06/2011
I understand how you feel. If you confront the service manager and refuse to submit, could it cost you your job?
Re: Business Choice - 09/16/2011
our service advisor writes an internal job card for the labor only and the salesman who handles business choice submits the claim...
Re: DRAC cars - 08/19/2011
... in Global Warranty Management (GWM) to $42 per day. This change will be communicated to the Service Manager via the Site Map (Main Screen upper right corner) in GWM. This information can also be viewed in GWM under the Analyze Warranty tab, click on...
Re: part pick up fm another dealer for a used vehicle - 04/13/2011
the repair ended up being out of emissions warranty so back to the service advisor it went for him to correct... thanks everyone for your help..
Re: Restriction BT - 04/20/2011
nothing worse than a branded title that gets by the service advisor..i have had one of those too..
wpc returns - 07/05/2011
my service manager is questioning if there is a way to find the date and time the wpc posts a request for parts return after the claim is submitted..thanks
Re: ON-GOING BATTLE WITH TECHS - 07/13/2011
... are encountered which would require other labour hours: The technician is to contact service management for approval prior to the work being performed. Service management approval is required for the technician to proceed on a other labour hours basis....
$25.00 GM coupons - 06/13/2012
... 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 op from the back of the coupon as instructed (Z2242). It rejected,...
Re: CURIOUS ABOUT PAY - 07/09/2012
... hourly...once I went through all the training. At Jan. I got a raise to $12/hr. Plus I do half the service managers job, dispatching, writing service, pulling cars, etc. I feel with all the responsiblility I should be getting paid more. Once I was trained,...
What would you do? - 07/20/2012
... vehicle and many components would need to be replaced to repair in addition to the radiator. The service advisor that was working with the customer contacted their extended warranty provider and was DENIED any sort of claim acceptance due to the type...
Re: GM Tire Program - 04/18/2012
Glad to be of service! That's the first time I've been involved in that scenario.
Re: GM Dealer Rent-A-Car - 04/12/2012
Add Service Managers to the list of people needed to be retrained..Rentals have always been abused its assumed that rental cars are a part of the warranty...
Re: Sheet metal repair - 05/30/2012
Thanks! I showed this to my service manager - I have not heard from him yet what the result was
GM FAMILY FIRST - 12/29/2011
Does anybody know what the labor op is for the GM Family First discount aka GM Certified Service Employee Discount Program?
Re: Emissions Coverage - 01/18/2012
Oh, thank goodness...I'm not crazy. I find I second guess myself when I see a service advisor or the service manager write up a warranty ticket for something beyond time or mileage limits with no explanation or note of goodwill at all! The longer I...
Re: Rental days? - 03/12/2012
I believe anything 3 days or over the service mgr has to authorize with signature on RO, but we can submit for up to 5 days without H-routing.
Re: CURIOUS ABOUT PAY - 01/25/2012
... from part time (for about 15 years)to full time one year ago. I was receiving a flat "fee" for my services as part time and a clean schedule bonus. They asked what I felt I should get when coming back full time so I said I should receive the same amount...
Re: Dumb Question on GMPP courtesy cars - 03/15/2011
... 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 with the expense. ...
The 3 C's - 03/03/2014
Does anyone have any suggestions on how to get my service advisors & techs motivated to be more detailed when filling out their Three C's? I receive bare minimum responses, sometimes blank!, and being pretty new to the industry I have limited car mechanics...
What Would You Do - 12/14 - 11/25/2014
After reviewing and printing a 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...
Re: DEALER INSTALLED TRANSMISSION PARTS WARRANTY - 12/04/2014
Error code 807 will require authorizing the transaction as Policy. Rather than selecting GM Authorization, select Service Agent Self Authorization from the authorization field of the transaction. Check the Policy box, add comments to support (transmission...
Re: Does anyone know whats covered under the Business Maintenance Plan? - 07/16/2013
The Business plan is found on GLOBAL CONNECT: Home > Service Workbench > Reports & Tools > P&P Manuals and other Service/Parts Publications Select Business Choice Business Maintenance Plan The first page shows the information you need :)
Re: Sierra Pro Grade Protection - 06/17/2013
A link for the 2013 GMC Pro Grade Protection Guide is available in GlobalConnect>Service Workbench>Reports and Tools>P&P Manuals and other Service/Parts Publications. The labour operation for reimbursement is: 0600683 (Oil, filter change, tire rotation,...
Does anyone know where to find the labor ops for the roadside assistance services that come with GM Powertrain Warranty?
Re: GMC 2 Year Scheduled Maintenance - 09/27/2013
My service manager did the DBC chat and they gave us the right op's. Thanks
Re: What should I do? - 12/06/2011
I understand how you feel. If you confront the service manager and refuse to submit, could it cost you your job?
Re: Business Choice - 09/16/2011
our service advisor writes an internal job card for the labor only and the salesman who handles business choice submits the claim...
Re: DRAC cars - 08/19/2011
... in Global Warranty Management (GWM) to $42 per day. This change will be communicated to the Service Manager via the Site Map (Main Screen upper right corner) in GWM. This information can also be viewed in GWM under the Analyze Warranty tab, click on...
Re: part pick up fm another dealer for a used vehicle - 04/13/2011
the repair ended up being out of emissions warranty so back to the service advisor it went for him to correct... thanks everyone for your help..
Re: Restriction BT - 04/20/2011
nothing worse than a branded title that gets by the service advisor..i have had one of those too..
wpc returns - 07/05/2011
my service manager is questioning if there is a way to find the date and time the wpc posts a request for parts return after the claim is submitted..thanks
Re: ON-GOING BATTLE WITH TECHS - 07/13/2011
... are encountered which would require other labour hours: The technician is to contact service management for approval prior to the work being performed. Service management approval is required for the technician to proceed on a other labour hours basis....
$25.00 GM coupons - 06/13/2012
... 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 op from the back of the coupon as instructed (Z2242). It rejected,...
Re: CURIOUS ABOUT PAY - 07/09/2012
... hourly...once I went through all the training. At Jan. I got a raise to $12/hr. Plus I do half the service managers job, dispatching, writing service, pulling cars, etc. I feel with all the responsiblility I should be getting paid more. Once I was trained,...
What would you do? - 07/20/2012
... vehicle and many components would need to be replaced to repair in addition to the radiator. The service advisor that was working with the customer contacted their extended warranty provider and was DENIED any sort of claim acceptance due to the type...
Re: GM Tire Program - 04/18/2012
Glad to be of service! That's the first time I've been involved in that scenario.
Re: GM Dealer Rent-A-Car - 04/12/2012
Add Service Managers to the list of people needed to be retrained..Rentals have always been abused its assumed that rental cars are a part of the warranty...
Re: Sheet metal repair - 05/30/2012
Thanks! I showed this to my service manager - I have not heard from him yet what the result was
GM FAMILY FIRST - 12/29/2011
Does anybody know what the labor op is for the GM Family First discount aka GM Certified Service Employee Discount Program?
Re: Emissions Coverage - 01/18/2012
Oh, thank goodness...I'm not crazy. I find I second guess myself when I see a service advisor or the service manager write up a warranty ticket for something beyond time or mileage limits with no explanation or note of goodwill at all! The longer I...
Re: Rental days? - 03/12/2012
I believe anything 3 days or over the service mgr has to authorize with signature on RO, but we can submit for up to 5 days without H-routing.
Re: CURIOUS ABOUT PAY - 01/25/2012
... from part time (for about 15 years)to full time one year ago. I was receiving a flat "fee" for my services as part time and a clean schedule bonus. They asked what I felt I should get when coming back full time so I said I should receive the same amount...
Re: Dumb Question on GMPP courtesy cars - 03/15/2011
... 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 with the expense. ...
The 3 C's - 03/03/2014
Does anyone have any suggestions on how to get my service advisors & techs motivated to be more detailed when filling out their Three C's? I receive bare minimum responses, sometimes blank!, and being pretty new to the industry I have limited car mechanics...
What Would You Do - 12/14 - 11/25/2014
After reviewing and printing a 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...
Re: DEALER INSTALLED TRANSMISSION PARTS WARRANTY - 12/04/2014
Error code 807 will require authorizing the transaction as Policy. Rather than selecting GM Authorization, select Service Agent Self Authorization from the authorization field of the transaction. Check the Policy box, add comments to support (transmission...
Re: Does anyone know whats covered under the Business Maintenance Plan? - 07/16/2013
The Business plan is found on GLOBAL CONNECT: Home > Service Workbench > Reports & Tools > P&P Manuals and other Service/Parts Publications Select Business Choice Business Maintenance Plan The first page shows the information you need :)
Re: Sierra Pro Grade Protection - 06/17/2013
A link for the 2013 GMC Pro Grade Protection Guide is available in GlobalConnect>Service Workbench>Reports and Tools>P&P Manuals and other Service/Parts Publications. The labour operation for reimbursement is: 0600683 (Oil, filter change, tire rotation,...
Re: campaign report - 10/09/2012
... report appears to have been eliminated from Global. (I do recall seeing it in the past also!) The Service Update and Field Action Bulletin Information link within the Service Workbench provides the option of reviewing the open campaign report for your...
Forum - 06/28/2017
... out example: Job Line 1: 0600002 $35 : Misc Net Job Line 2: 0600172 Misc Net: 0.5 hrs (30 minute guarantee) = $67.82 Misc Net: 0.5 hrs x 60% premium = $40.69 Transaction total: $143.51 ...
Forum - 06/30/2017
... requires the performance of all open or incomplete required field actions of any kind, including Service Update Bulletins (including expired SUBs). For a non-CPO situation; review with service management....
Forum - 07/14/2017
We noticed that the written information for submitting a closest-to labor operation has been eliminated from the Service Policy manual. The policy used to state that when using a closest-to labor operation, a separate time recording was required and the...
What Would You Do - 08/17 - 07/25/2017
... the recommendation to monitor the situation and return as necessary.The customer returned to the service department, verifying that the condition was occurring when the HVAC control was set to defrost mode. The technician extensively test drove the vehicle...
Forum - 05/11/2017
The following is from Service P&P Article 3.1.1 regarding job card systems...note the italicized section below. Electronic Job Card Systems: Job cards with electronic input, transfer, storage and printing capability. The following policies apply:•...
Forum - 12/15/2016
... with the parts side of CDK, which is the program we are using. Im going to go have a chat with my service manager and discuss what you just told me and why it makes sense to leave them open until entered. Is there any benefit of the service department...
Forum - 01/19/2017
... the warranty for each month. He said he would look at it and get back with me. Been 6 months! Our service manager only cares about making money so my warranty job is very difficult! Then I also Manage website, take all pictures, manage the third party...
Forum - 03/27/2017
... OLH as necessary to account for the labor to repair/replace the subsequently damaged components. Service management authorization on the job card does not apply and separate time documentation is not required. Service agent self authorization on the...
Re: wpc part not sent back - 06/23/2015
... ESC parts) must be retained for 24 hours beyond receipt of the Transaction Summary showing credit. Service Agents must check for WPC requests through the Global Warranty Management system. If no WPC return request is received within 24 hours of the Service...
Re: Seal Part Warranty - 08/11/2015
... On a side note...here is a quick tip for searching a specific article or topic: >Select the Service Policies & Procedures Manual link from the Policies, Procedures & Guides list. >At the Policy Manuals home page (where links to the five manuals are...
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 - 09/01/2016
... while the customer is present. Any changes regarding who is responsible for the charges require service management authorization prior to repairs being performed. <Article 3.2.4 Authorization to Perform Repairs> While not considered an added operation...
What Would You Do - 08/16 - 07/28/2016
A 2015 Chevrolet Silverado is at the dealership service department to address a concern with a vibration in the vehicle and the center console shaking, at times, between 75-80 mph. The vehicle has approximately 1,500 miles on the odometer. Since the...
Forum - 08/24/2016
From Service Policies & Procedures Manual Article 1.1.1: Note that vehicles with branded titles (i.e., salvaged, totaled, rebuilt, etc.) are typically not included in special coverage adjustment programs. However, if the special coverage is being...
Re: TECH FOUND PART DAMAGED WHEN PACKAGE WAS OPENED - 02/25/2016
Thank you for your response, the part is a steering wheel position sensor. Service and Parts manager need"s to be the one to make that decision on how to handle this. I feel 100% certain in my decision not to claim as a failed part thru warranty. But...
Re: GM CERTIFIED - 02/27/2008
[quote] GMNL29448: Thanks, what if it says 3/3k but has no service contract? But it is in the 3/3k still. [/quote] If it shows 3/3 Certified under the regular warranty area on VIS then it is run as regular warranty. If it shows under service contract...
Brake Pad Replacement - 09/19/2007
Most technicans will turn rotors as part of a "brake job" that includes replacing brake pads as a maintenance service. If the vehicle is still under warranty, does anybody feel it is OK to run the pads as CP but run H0127 as a warranty claim for labor...
Forum - 09/19/2007
... but here is information for you regarding a purely electronic repair order system from GM Service Policies & Procedures... (Article 1.6.1) a. Electronic Repair Order Systems Repair Order's with electronic input, transfer, storage and printing capability....
What Would You Do? 08/08 - 10/14/2008
... 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 from under the vehicle. After inspection, it was found that the...
Little Tiggers - 12/09/2008
... miles north of us out in the country. Her vehicle had been parked in a barn on her property. The Service Engine Soon light came on, and Onstar contacted her to bring the vehicle to the dealership for service. She made the appointment and drove the Trailblazer...
Re: Engine Warranty Question - 01/15/2009
From P&P art. 1.1.3.2.1 - GM Goodwrench Service Replacement Engines or Automatic Transmission/Transaxle Assemblies Limited Warranty Applies only when purchased as a retail transaction. (Retail Transaction is defined as customer paying all or any portion...
Re: QUESTION: WARRANTY REPAIR OLH - 01/19/2009
... gets 1.8 there is no olh. If the labor op has no add for diag, olh needs to be signed off by the service manager then put in the olh slot. I've had trouble with my service writers putting labor op adds in the olh slot. Hope that helps Becky...
Re: GLOBAL WARRANTY - 08/21/2008
... already taken them all. They are really easily. They are laid out as 1 WBT for parts, 1 WBT for service consultants, 1 WBT for techs and 1 WBT which includes all of them for warranty adm. They just kind of take you through things, give you an idea of...
Re: Labor Op Help Please!!! - 08/13/2008
... into $63 to flag your tech. We usually give ours 1 hour and the difference is absorbed by the service department. Keeps the techs happy that way. We usually have a separate RO for the package installs, billed internal like Mark's shop does it... I...
... report appears to have been eliminated from Global. (I do recall seeing it in the past also!) The Service Update and Field Action Bulletin Information link within the Service Workbench provides the option of reviewing the open campaign report for your...
Forum - 06/28/2017
... out example: Job Line 1: 0600002 $35 : Misc Net Job Line 2: 0600172 Misc Net: 0.5 hrs (30 minute guarantee) = $67.82 Misc Net: 0.5 hrs x 60% premium = $40.69 Transaction total: $143.51 ...
Forum - 06/30/2017
... requires the performance of all open or incomplete required field actions of any kind, including Service Update Bulletins (including expired SUBs). For a non-CPO situation; review with service management....
Forum - 07/14/2017
We noticed that the written information for submitting a closest-to labor operation has been eliminated from the Service Policy manual. The policy used to state that when using a closest-to labor operation, a separate time recording was required and the...
What Would You Do - 08/17 - 07/25/2017
... the recommendation to monitor the situation and return as necessary.The customer returned to the service department, verifying that the condition was occurring when the HVAC control was set to defrost mode. The technician extensively test drove the vehicle...
Forum - 05/11/2017
The following is from Service P&P Article 3.1.1 regarding job card systems...note the italicized section below. Electronic Job Card Systems: Job cards with electronic input, transfer, storage and printing capability. The following policies apply:•...
Forum - 12/15/2016
... with the parts side of CDK, which is the program we are using. Im going to go have a chat with my service manager and discuss what you just told me and why it makes sense to leave them open until entered. Is there any benefit of the service department...
Forum - 01/19/2017
... the warranty for each month. He said he would look at it and get back with me. Been 6 months! Our service manager only cares about making money so my warranty job is very difficult! Then I also Manage website, take all pictures, manage the third party...
Forum - 03/27/2017
... OLH as necessary to account for the labor to repair/replace the subsequently damaged components. Service management authorization on the job card does not apply and separate time documentation is not required. Service agent self authorization on the...
Re: wpc part not sent back - 06/23/2015
... ESC parts) must be retained for 24 hours beyond receipt of the Transaction Summary showing credit. Service Agents must check for WPC requests through the Global Warranty Management system. If no WPC return request is received within 24 hours of the Service...
Re: Seal Part Warranty - 08/11/2015
... On a side note...here is a quick tip for searching a specific article or topic: >Select the Service Policies & Procedures Manual link from the Policies, Procedures & Guides list. >At the Policy Manuals home page (where links to the five manuals are...
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 - 09/01/2016
... while the customer is present. Any changes regarding who is responsible for the charges require service management authorization prior to repairs being performed. <Article 3.2.4 Authorization to Perform Repairs> While not considered an added operation...
What Would You Do - 08/16 - 07/28/2016
A 2015 Chevrolet Silverado is at the dealership service department to address a concern with a vibration in the vehicle and the center console shaking, at times, between 75-80 mph. The vehicle has approximately 1,500 miles on the odometer. Since the...
Forum - 08/24/2016
From Service Policies & Procedures Manual Article 1.1.1: Note that vehicles with branded titles (i.e., salvaged, totaled, rebuilt, etc.) are typically not included in special coverage adjustment programs. However, if the special coverage is being...
Re: TECH FOUND PART DAMAGED WHEN PACKAGE WAS OPENED - 02/25/2016
Thank you for your response, the part is a steering wheel position sensor. Service and Parts manager need"s to be the one to make that decision on how to handle this. I feel 100% certain in my decision not to claim as a failed part thru warranty. But...
Re: GM CERTIFIED - 02/27/2008
[quote] GMNL29448: Thanks, what if it says 3/3k but has no service contract? But it is in the 3/3k still. [/quote] If it shows 3/3 Certified under the regular warranty area on VIS then it is run as regular warranty. If it shows under service contract...
Brake Pad Replacement - 09/19/2007
Most technicans will turn rotors as part of a "brake job" that includes replacing brake pads as a maintenance service. If the vehicle is still under warranty, does anybody feel it is OK to run the pads as CP but run H0127 as a warranty claim for labor...
Forum - 09/19/2007
... but here is information for you regarding a purely electronic repair order system from GM Service Policies & Procedures... (Article 1.6.1) a. Electronic Repair Order Systems Repair Order's with electronic input, transfer, storage and printing capability....
What Would You Do? 08/08 - 10/14/2008
... 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 from under the vehicle. After inspection, it was found that the...
Little Tiggers - 12/09/2008
... miles north of us out in the country. Her vehicle had been parked in a barn on her property. The Service Engine Soon light came on, and Onstar contacted her to bring the vehicle to the dealership for service. She made the appointment and drove the Trailblazer...
Re: Engine Warranty Question - 01/15/2009
From P&P art. 1.1.3.2.1 - GM Goodwrench Service Replacement Engines or Automatic Transmission/Transaxle Assemblies Limited Warranty Applies only when purchased as a retail transaction. (Retail Transaction is defined as customer paying all or any portion...
Re: QUESTION: WARRANTY REPAIR OLH - 01/19/2009
... gets 1.8 there is no olh. If the labor op has no add for diag, olh needs to be signed off by the service manager then put in the olh slot. I've had trouble with my service writers putting labor op adds in the olh slot. Hope that helps Becky...
Re: GLOBAL WARRANTY - 08/21/2008
... already taken them all. They are really easily. They are laid out as 1 WBT for parts, 1 WBT for service consultants, 1 WBT for techs and 1 WBT which includes all of them for warranty adm. They just kind of take you through things, give you an idea of...
Re: Labor Op Help Please!!! - 08/13/2008
... into $63 to flag your tech. We usually give ours 1 hour and the difference is absorbed by the service department. Keeps the techs happy that way. We usually have a separate RO for the package installs, billed internal like Mark's shop does it... I...
About Two Hours - 03/04/2009
I was working behind the service desk of a new car dealership one morning, when a middle aged woman walked in. She explained 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...
OOPS - 03/31/2009
I was working for a dealer in South Texas a couple of years ago; in the accounting office above the service drive. One day in the middle of a perfectly normal afternoon we heard this huge crash and crunch and the building jolted so hard that we thought...
Updated Brake Warranty Procedures - 03/27/2009
... Lateral Runout Requirement on rotor and brake repairs. From 00-05-22-002L: Disc Brake Warranty Service and Procedures - (Mar 26, 2009): " This bulletin is being revised to inform you that due to improvements in vehicle brake corner and wheel design,...
There is an on/off button? - 05/29/2009
Our service department changed the oil in a lady's car and did a safety inspection while she waited. When done, I pulled her car out front and met her in the lobby with her invoice. She paid the cashier and about 5 minutes later returned and was all upset...
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: RENTAL REJECTS - 07/10/2009
... message came through from GM via Global Connect about the issue: Date: 07/10/2009 Ref. number: Service / Warranty / G_0000033447 Subject: WINS Credit Cycle #021 - July 10, 2009 -------------------------------------------------------------------------------- GM...
Re: Recall Policies & Procedures question - 05/20/2009
Sounds like this aftermarket shop needs an ethics lesson and your service manager needs to be shot. It would also be fraud for you to file the claim with GM for work you did not do. You could be putting your franchise in jeopardy by doing this. With...
AFTERMARKET ROTORS - 05/12/2009
My service manager is telling me that 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....
THE GOOD LORD AND GOOD CUSTOMERS - 04/21/2009
... 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 VEHICLE AND THE COST TO REPAIR WILL...
Re: PARTS DEPT - 02/03/2010
[quote] h&kchevy : If you are on Global Warranty Mangement there is a place in your Service Agent profile that tells you exactly what your parts retention requirements are. Go to the Analyze Warranty Tab at the top (4th one), then go to View Service...
Re: HVAC ODOR - 07/19/2010
... the repair needed to properly address 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...
Re: DMA Authorization Form - 12/15/2010
... no DMA designation anywhere.....It's called "Fixed Operations Manager Authorization." (Dealership Service Management Template) Fill in the blanks and send it back by email. This is the third time doing this for this R-O! My initial submission was in...
Dexos Oil - 12/22/2010
... warranty. If you are unsure whether the oil is approved to the dexos specification, ask your service provider." Not sure if everyone is aware of this. Our dealership was required to purchase the dexos oil from GM and I'm sure there will be some customers...
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
Re: VIN BREAKDOWN - 02/24/2011
Model/Model year specific VIN card information may be found in GlobalConnect through the following path: SI>service manual/bulletins>general information>general information>introduction>vehicle, engine, transmission ID & VIN location, derivative & usage. VIN...
Re: Requirements - 03/01/2011
... (just starting this week), and would love a list. [/quote] You can also go into Workbench-Service-Reports & Tools-Service Forms. There are all the forms needed for anything from brake measurements to PQC forms ...
Re: DEALER INSTALLED GM ACCESSORIES - 05/04/2010
... coverage. P&P Art. 1.2.4.1: All new or remanufactured GM Parts and Accessories installed by Service Agent are covered, parts and labour, for any remaining unused portion of the Vehicle or Emissions Warranty or 12 months or 12,000 miles, whichever is...
Forum - 08/16/2021
Jennifer, I hope you mean "20.00" for airbag handling. All my admin fees go to service policy except ESC handling, parts has a way to pre-bill me on those so it goes to one of their accounts. Otherwise I collect them and put them to a "slush" account...
Forum - 11/30/2021
... anyway!' Your response isnt showing. Select vehicle at top of si, click Next, go to Service Manual/Bulletins, then type Vin decoder in search box. Your bulletins, campaigns and pi's are the top search result. Ignore that and scroll down service...
What Would You Do - 04/21 - 03/22/2021
On February 18, 2021 a 2019 Chevrolet Silverado 3500 truck was in the service department with a concern that the vehicle was slow to start and it was necessary to boost. The technician tested the battery with the GR8 tester and documented that the battery...
1234-YF bulletin for print out? - 04/12/2021
... #? Sorry nevermind, I found it in P&P R-1234yf Refrigerant When warranty service or repair is needed on R-1234yf air conditioning systems, all Service Agents must use the newly released GE-50300 Recovery/Recycle/Recharge Machine....
Forum - 03/03/2020
... Decisions that are within the GM participation range calculated by the PET may be submitted with Service Agent Self Authorization for a policy decision (with service management authorization prior to the first transaction submission). Policy decisions...
Forum - 01/21/2020
... 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?...
What Would You Do - 09/19 - 08/27/2019
... inspected the vehicle and the bent tonneau cover and determined it required replacement. The service advisor confirmed that the vehicle was under warranty and noted that the tri-fold soft tonneau cover was listed in the Vehicle Build section as “dealer...
Forum - 11/14/2019
Required Field Actions (Recalls) may be performed regardless of vehicle speedometer and IVH conversion. Service Agents should offer and encourage speedometer conversions, however, completion of a Required Field Action must not be denied if the customer...
I was working behind the service desk of a new car dealership one morning, when a middle aged woman walked in. She explained 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...
OOPS - 03/31/2009
I was working for a dealer in South Texas a couple of years ago; in the accounting office above the service drive. One day in the middle of a perfectly normal afternoon we heard this huge crash and crunch and the building jolted so hard that we thought...
Updated Brake Warranty Procedures - 03/27/2009
... Lateral Runout Requirement on rotor and brake repairs. From 00-05-22-002L: Disc Brake Warranty Service and Procedures - (Mar 26, 2009): " This bulletin is being revised to inform you that due to improvements in vehicle brake corner and wheel design,...
There is an on/off button? - 05/29/2009
Our service department changed the oil in a lady's car and did a safety inspection while she waited. When done, I pulled her car out front and met her in the lobby with her invoice. She paid the cashier and about 5 minutes later returned and was all upset...
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: RENTAL REJECTS - 07/10/2009
... message came through from GM via Global Connect about the issue: Date: 07/10/2009 Ref. number: Service / Warranty / G_0000033447 Subject: WINS Credit Cycle #021 - July 10, 2009 -------------------------------------------------------------------------------- GM...
Re: Recall Policies & Procedures question - 05/20/2009
Sounds like this aftermarket shop needs an ethics lesson and your service manager needs to be shot. It would also be fraud for you to file the claim with GM for work you did not do. You could be putting your franchise in jeopardy by doing this. With...
AFTERMARKET ROTORS - 05/12/2009
My service manager is telling me that 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....
THE GOOD LORD AND GOOD CUSTOMERS - 04/21/2009
... 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 VEHICLE AND THE COST TO REPAIR WILL...
Re: PARTS DEPT - 02/03/2010
[quote] h&kchevy : If you are on Global Warranty Mangement there is a place in your Service Agent profile that tells you exactly what your parts retention requirements are. Go to the Analyze Warranty Tab at the top (4th one), then go to View Service...
Re: HVAC ODOR - 07/19/2010
... the repair needed to properly address 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...
Re: DMA Authorization Form - 12/15/2010
... no DMA designation anywhere.....It's called "Fixed Operations Manager Authorization." (Dealership Service Management Template) Fill in the blanks and send it back by email. This is the third time doing this for this R-O! My initial submission was in...
Dexos Oil - 12/22/2010
... warranty. If you are unsure whether the oil is approved to the dexos specification, ask your service provider." Not sure if everyone is aware of this. Our dealership was required to purchase the dexos oil from GM and I'm sure there will be some customers...
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
Re: VIN BREAKDOWN - 02/24/2011
Model/Model year specific VIN card information may be found in GlobalConnect through the following path: SI>service manual/bulletins>general information>general information>introduction>vehicle, engine, transmission ID & VIN location, derivative & usage. VIN...
Re: Requirements - 03/01/2011
... (just starting this week), and would love a list. [/quote] You can also go into Workbench-Service-Reports & Tools-Service Forms. There are all the forms needed for anything from brake measurements to PQC forms ...
Re: DEALER INSTALLED GM ACCESSORIES - 05/04/2010
... coverage. P&P Art. 1.2.4.1: All new or remanufactured GM Parts and Accessories installed by Service Agent are covered, parts and labour, for any remaining unused portion of the Vehicle or Emissions Warranty or 12 months or 12,000 miles, whichever is...
Forum - 08/16/2021
Jennifer, I hope you mean "20.00" for airbag handling. All my admin fees go to service policy except ESC handling, parts has a way to pre-bill me on those so it goes to one of their accounts. Otherwise I collect them and put them to a "slush" account...
Forum - 11/30/2021
... anyway!' Your response isnt showing. Select vehicle at top of si, click Next, go to Service Manual/Bulletins, then type Vin decoder in search box. Your bulletins, campaigns and pi's are the top search result. Ignore that and scroll down service...
What Would You Do - 04/21 - 03/22/2021
On February 18, 2021 a 2019 Chevrolet Silverado 3500 truck was in the service department with a concern that the vehicle was slow to start and it was necessary to boost. The technician tested the battery with the GR8 tester and documented that the battery...
1234-YF bulletin for print out? - 04/12/2021
... #? Sorry nevermind, I found it in P&P R-1234yf Refrigerant When warranty service or repair is needed on R-1234yf air conditioning systems, all Service Agents must use the newly released GE-50300 Recovery/Recycle/Recharge Machine....
Forum - 03/03/2020
... Decisions that are within the GM participation range calculated by the PET may be submitted with Service Agent Self Authorization for a policy decision (with service management authorization prior to the first transaction submission). Policy decisions...
Forum - 01/21/2020
... 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?...
What Would You Do - 09/19 - 08/27/2019
... inspected the vehicle and the bent tonneau cover and determined it required replacement. The service advisor confirmed that the vehicle was under warranty and noted that the tri-fold soft tonneau cover was listed in the Vehicle Build section as “dealer...
Forum - 11/14/2019
Required Field Actions (Recalls) may be performed regardless of vehicle speedometer and IVH conversion. Service Agents should offer and encourage speedometer conversions, however, completion of a Required Field Action must not be denied if the customer...
Forum - 11/18/2019
... for OLH must be authorized prior to the first transaction submission. In both cases, service management authorization is required on the job card. Transaction submission: In the Authorization section of the transaction, select Service Agent...
Forum - 11/05/2019
Please look for our new "Courtesy Transportation" online training video which will be out soon! In the meantime, service agents may submit for actual rental expenses up to a max of $38/day when a GM vehicle is rented from a preferred rental agency. (e.g....
What Would You Do - 02/20 - 01/29/2020
... on the odometer speculated that their vehicle needed a new catalytic converter. At write up the service advisor reviewed IVH and noted that the vehicle’s Bumper to Bumper Limited Warranty and Powertrain Warranty had expired, but the Emissions,...
Forum - 06/19/2019
... converter. OLH time should not exceed the standard base time allowed for converter replacement. Service Management authorization on the job card does not apply and separate on/off punch time for the converter replacement (OLH claimed) is not required. Service...
Forum - 05/23/2019
... usually included in the base time. If it is a difficult diagnosis the technician should go to the service manager and let them know they need extra time (olh) and their notes have to dictate exactly what the problem was and why it took longer then the...
Forum - 05/13/2019
Thanks for bringing this to our attention! Wiper blades are included in the list of Maintenance related services. And, as such, are covered by the New Vehicle Limited Warranty for up to 7,500 miles, replacements after 7,500 miles are considered maintenance. An...
Forum - 04/18/2019
Based on Transportation P&P Articles 1.1.4/1.1.5: The ePOD/Delivery Receipt/LON are to be signed by the "service agent", "dealer representative", or dealership "inspector". A specific title for a dealership employee is not specified (e.g. body...
Forum - 04/10/2019
... Parts and labor warranty when installed by a GM Dealer or qualified installing Independent Service Center (ISC). 2. Parts and labor warranty when sold over the counter and REPAIRED by a GM Dealer or qualified installing Independent Service Center (ISC),...
Forum - 04/02/2019
... 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. Submission of a claim for reimbursement constitutes dealer's agreement to the rates, terms,...
What Would You Do - 12/17 - 11/21/2017
... 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 time authorized. The technician performed...
Forum - 02/09/2018
... an "add-on" so you do NOT have to identify one of the transations as such. However, Service Management authorization is required for repeat (pyraminding) repairs. NOTE: This does not waive the responsibility of the Service Consultant in asking...
Forum - 02/21/2018
... marked as such (done by techs in the DMS when they initiate these punches, or later initialed by service mgr); 4) OLH punches must cover the OLH request (i.e., don't ask for 1.0 of OLH when your punches show only .88 clocked). I believe...
Forum - 03/26/2018
... customer satisfaction. Dealers are to ensure that these customers understand that shuttle service or some other form of courtesy transportation is available and will be provided at no charge. Dealers should refer to the General Motors Service Policies...
What Would You Do - 02/18 - 01/22/2018
... the transmission assembly under the powertrain warranty, as well as the 3-day rental expense. The service manager also approved submission of the $335 freight expense, as invoiced by the PDC. The invoice notes stated that the part was remanufactured...
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 - 08/28/2018
... alone was a big part of my leverage for getting the 1% commission. We also have a monthly service meeting with all of the writers, techs, DBC and my service manager and myself to go over everthing from warranty compliance issues to shop equipment...
Forum - 08/21/2018
... I think it was a lot better before. I cannot get the advisors to do what is asked nor the service manager. I do have a lot of rejects. I am wondering also about the 1% bonus. I have service advisors doing everything wrong and...
Forum - 01/15/2019
Thanks! If the issue was found during the c/p brake service, and a warranty line was then added to the job card to account for the warrantable failure, it would be considered an add on repair requiring service management auth...
Forum - 01/09/2019
... or excluded? Does the RO have to customer pay only with no internal, warranty, or extended service lines? Are extended warranties/service contracts included or excluded?...
What Would You Do - 01/19 - 12/19/2018
... job card. A few days after the repair was performed, Customer Assistance reached out to the service manager at the dealership notifying them that the customer had expressed frustration with the expense associated with the components that had been...
Forum - 05/17/2018
We have a service writer who leased a 2018 Camaro and added all kinds of after market engine components and wheels and brakes and diff parts and actually flat track races it on weekends. She doesn't understand how her warranty got voided thru IVH...
Forum - 05/01/2018
... but within 12 months/unlimited miles from last replacement. If so, P&P Article 2.8.5 states: Service Agent should procure a replacement ACDelco battery from an ACDelco Battery Distributor and submit a warranty transaction to GWM using Transaction...
Forum - 04/26/2018
As jblox mentioned the Required Authorizations Matrix for Added Operations supports service management authorization for an added operation when servicing dealer owned inventory. (The service management authorization exclusion for add on repairs...
Forum - 07/20/2018
Thanks for the responses! In this reject scenario, the part quantity is 1 with price per unit of $3.22 (one gallon services two vehicles, so only 1/2 of the gallon of Pre-Mix coolant is claimed) as annawarranty mentioned. If concentrate is charged out,...
What Would You Do - 06/18 - 05/22/2018
A dealer performed Service Update Bulletin 18138 on a stock 2018 Chevrolet Silverado equipped with a 6.6L diesel engine. The bulletin may only be performed on stock units to address an engine cooling system that is potentially under filled by up to 1.9L....
... for OLH must be authorized prior to the first transaction submission. In both cases, service management authorization is required on the job card. Transaction submission: In the Authorization section of the transaction, select Service Agent...
Forum - 11/05/2019
Please look for our new "Courtesy Transportation" online training video which will be out soon! In the meantime, service agents may submit for actual rental expenses up to a max of $38/day when a GM vehicle is rented from a preferred rental agency. (e.g....
What Would You Do - 02/20 - 01/29/2020
... on the odometer speculated that their vehicle needed a new catalytic converter. At write up the service advisor reviewed IVH and noted that the vehicle’s Bumper to Bumper Limited Warranty and Powertrain Warranty had expired, but the Emissions,...
Forum - 06/19/2019
... converter. OLH time should not exceed the standard base time allowed for converter replacement. Service Management authorization on the job card does not apply and separate on/off punch time for the converter replacement (OLH claimed) is not required. Service...
Forum - 05/23/2019
... usually included in the base time. If it is a difficult diagnosis the technician should go to the service manager and let them know they need extra time (olh) and their notes have to dictate exactly what the problem was and why it took longer then the...
Forum - 05/13/2019
Thanks for bringing this to our attention! Wiper blades are included in the list of Maintenance related services. And, as such, are covered by the New Vehicle Limited Warranty for up to 7,500 miles, replacements after 7,500 miles are considered maintenance. An...
Forum - 04/18/2019
Based on Transportation P&P Articles 1.1.4/1.1.5: The ePOD/Delivery Receipt/LON are to be signed by the "service agent", "dealer representative", or dealership "inspector". A specific title for a dealership employee is not specified (e.g. body...
Forum - 04/10/2019
... Parts and labor warranty when installed by a GM Dealer or qualified installing Independent Service Center (ISC). 2. Parts and labor warranty when sold over the counter and REPAIRED by a GM Dealer or qualified installing Independent Service Center (ISC),...
Forum - 04/02/2019
... 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. Submission of a claim for reimbursement constitutes dealer's agreement to the rates, terms,...
What Would You Do - 12/17 - 11/21/2017
... 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 time authorized. The technician performed...
Forum - 02/09/2018
... an "add-on" so you do NOT have to identify one of the transations as such. However, Service Management authorization is required for repeat (pyraminding) repairs. NOTE: This does not waive the responsibility of the Service Consultant in asking...
Forum - 02/21/2018
... marked as such (done by techs in the DMS when they initiate these punches, or later initialed by service mgr); 4) OLH punches must cover the OLH request (i.e., don't ask for 1.0 of OLH when your punches show only .88 clocked). I believe...
Forum - 03/26/2018
... customer satisfaction. Dealers are to ensure that these customers understand that shuttle service or some other form of courtesy transportation is available and will be provided at no charge. Dealers should refer to the General Motors Service Policies...
What Would You Do - 02/18 - 01/22/2018
... the transmission assembly under the powertrain warranty, as well as the 3-day rental expense. The service manager also approved submission of the $335 freight expense, as invoiced by the PDC. The invoice notes stated that the part was remanufactured...
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 - 08/28/2018
... alone was a big part of my leverage for getting the 1% commission. We also have a monthly service meeting with all of the writers, techs, DBC and my service manager and myself to go over everthing from warranty compliance issues to shop equipment...
Forum - 08/21/2018
... I think it was a lot better before. I cannot get the advisors to do what is asked nor the service manager. I do have a lot of rejects. I am wondering also about the 1% bonus. I have service advisors doing everything wrong and...
Forum - 01/15/2019
Thanks! If the issue was found during the c/p brake service, and a warranty line was then added to the job card to account for the warrantable failure, it would be considered an add on repair requiring service management auth...
Forum - 01/09/2019
... or excluded? Does the RO have to customer pay only with no internal, warranty, or extended service lines? Are extended warranties/service contracts included or excluded?...
What Would You Do - 01/19 - 12/19/2018
... job card. A few days after the repair was performed, Customer Assistance reached out to the service manager at the dealership notifying them that the customer had expressed frustration with the expense associated with the components that had been...
Forum - 05/17/2018
We have a service writer who leased a 2018 Camaro and added all kinds of after market engine components and wheels and brakes and diff parts and actually flat track races it on weekends. She doesn't understand how her warranty got voided thru IVH...
Forum - 05/01/2018
... but within 12 months/unlimited miles from last replacement. If so, P&P Article 2.8.5 states: Service Agent should procure a replacement ACDelco battery from an ACDelco Battery Distributor and submit a warranty transaction to GWM using Transaction...
Forum - 04/26/2018
As jblox mentioned the Required Authorizations Matrix for Added Operations supports service management authorization for an added operation when servicing dealer owned inventory. (The service management authorization exclusion for add on repairs...
Forum - 07/20/2018
Thanks for the responses! In this reject scenario, the part quantity is 1 with price per unit of $3.22 (one gallon services two vehicles, so only 1/2 of the gallon of Pre-Mix coolant is claimed) as annawarranty mentioned. If concentrate is charged out,...
What Would You Do - 06/18 - 05/22/2018
A dealer performed Service Update Bulletin 18138 on a stock 2018 Chevrolet Silverado equipped with a 6.6L diesel engine. The bulletin may only be performed on stock units to address an engine cooling system that is potentially under filled by up to 1.9L....
Forum - 08/16/2018
... place prior to transaction submission or at the time of the first rejection. With that being said, service management authorization must include signature/initials, date, time and an explanation. In the case of a repeat repair (pyramiding/same job card),...
What Would You Do? - 08/22 - 07/27/2022
The owner of a Cadillac XT5 visited their local service department for assistance with a metal clunk noise coming from the right front of the vehicle. The technician performed an inspection and found that the lower ball joint had minimal clearance, slight...
What Would You Do? - 10/22 - 09/26/2022
The owner of a 2020 Yukon had a few warning indicator lights illuminated on the dash prompting their visit to the service department. The first concern was with the service TPMS message was indicated and the second was no remote detected.The technician...
What Would You Do? - 12/22 - 11/21/2022
In early May 2022 an owner of a 2020 Chevrolet Bolt EV brought their vehicle into the service department for repair of an issue with a “Propulsion Power is Limited” warning message on the DIC. The technician found DTC’s P0BBD and...
What Would You Do? - 04/23 - 03/23/2023
... an issue with the air conditioning blowing hot air when idling. The vehicle’s in-service date was 12/06/2018 with 130,922 miles.The technician verified the concern, found A/C compressor pressure at 65 psi on the high and low side. The technician...
Forum - 03/31/2023
... the parts back to the 40% amount and then it 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. ...
Forum - 05/09/2023
... confuses me though, as that refers to dealer owner rental program and mine was Hertz unit (in service since 2022). The Valid Warranty Found, I have always seen in 'Search Transactions' when adding a scan to a pending claim. Your excessive parts will...
Forum - 05/15/2023
... we are still at the 10% until the end of May and they may make some exceptions right now. Service Manager needs to be made aware of these so that changes can be made now. Afer this month we are at 0% and GM can stop paying claims and the dealership...
What Would You Do? - 09/23 - 08/29/2023
... technician found that the repair did not resolve the issue. The technician discussed with the service manager and followed up with TAC. TAC advised to replace the transmission. The original job card was closed with the labor operation for the...
Forum - 02/06/2024
I use dealertrack. There are only a few things I have to manually submit, like transport and service event claims. I'm not a fan of it, because I got spoiled to reynolds, but have figured out some tricks ;)
Transmission-Fast Learn - 02/12/2024
... done on a 2023 Traverse AWD and there is no labor op or bulletin. I do find the procedure in the service manual. My question is what it the best closest to labor op to use since the transmission control module op will probably require me to add an SPS...
Forum - 02/16/2024
... associated punches under straight time. Diag, cleaning and remediation will go in as OLH, with service manager approval. Not always will a tech get all the time the punch, if they dont have a strong story to support it....
Empowerment - 10/05/2023
... for Empowerment (near the part return requests)? I clicked the link and it took me to the service agent detail screen. Our empowerment level was changed on 10/01/23 for category G. I haven't seen this category used for a long time. ...
Forum - 10/16/2023
... because firstly we are in observation 4 for 2 years and 2 months now (long story) and secondly my service advisors pick and choose the cars they want to plug. They think they can predict any cars that have warranty so we will never obtain 98%. Heck they...
Forum - 12/27/2023
... Adminstrators should not be doing anything in the empowerment portal. You are right in that your Service Manager and Advisor have all the details and access to the information. I put it back on the SM to deal with all of it, you should only be processing...
pre-approval for headlamp - 01/23/2024
Service department replaced headlamp due to it being shorted. Unfortunately they did not take pictures because it wasn't being replaced bacause of cosmetic failures. Is there anyway to handle warranty submission without?
Forum - 01/11/2024
First maintenance services includes an ACDelco Oil and Filter Change, 4-Wheel Tire Rotation, and a MPVI. Refer to the specific program guide (e.g. GMC Pro Grade Protection) for additional detail. The guides are available in the Warranty Resource Cent...
Forum - 01/12/2024
Lots of missing information there. Tell us some details about what you have. As Kristen said, the first service includes tire rotation on applicable models.
Forum - 05/24/2023
Yes, I have had rejection for savi/dongle not received on dealer owned vehicle on a recall claim. They've paid w/service manager signature noting that "savi would not communicate" on hardcopy through GM authorization.
Forum - 07/24/2023
I 2nd that. Same problem. Service department has eaten a lot of batteries, you would think they'd be full by now... LOL
Forum - 07/24/2023
... I should have clarified if I can claim over the warranty rate for the sublet. My service manager sent it out because we had no one in house at the time that could do delicate decals for a Camaro but the vinyl shop charged shop rate....
Rental - 08/02/2023
I know way back when that rentals had to be approved by the service manager for the amount of days. Does this still hold true? I have been having him sign so that he is aware.I do though put a timeline on the repair order no matter how many days for my...
Reject error 872 Dongle data not received - 04/13/2023
... my 1st SAVI reject and yes GM we did the scan two days prior to me submitting the claim. Our GM service manager has enough going on reviewing my regular claims this is just going to waste everyones time. Anyone else run into this yet?...
Forum - 04/17/2023
We ordered us a S stamp for our job cards. When our warranty adm. gets it, if it is not stamped then it will go back to the service manager in hopes that the vehicle is still at the shop. I'm thankful so far we've not missed any.
Forum - 04/18/2023
Regarding timing of the dongle device scan; refer to Service P&P Article 6.2.1: Vehicle must be scanned with SAVI or approved Dongle device at the time the repair order is opened.
... place prior to transaction submission or at the time of the first rejection. With that being said, service management authorization must include signature/initials, date, time and an explanation. In the case of a repeat repair (pyramiding/same job card),...
What Would You Do? - 08/22 - 07/27/2022
The owner of a Cadillac XT5 visited their local service department for assistance with a metal clunk noise coming from the right front of the vehicle. The technician performed an inspection and found that the lower ball joint had minimal clearance, slight...
What Would You Do? - 10/22 - 09/26/2022
The owner of a 2020 Yukon had a few warning indicator lights illuminated on the dash prompting their visit to the service department. The first concern was with the service TPMS message was indicated and the second was no remote detected.The technician...
What Would You Do? - 12/22 - 11/21/2022
In early May 2022 an owner of a 2020 Chevrolet Bolt EV brought their vehicle into the service department for repair of an issue with a “Propulsion Power is Limited” warning message on the DIC. The technician found DTC’s P0BBD and...
What Would You Do? - 04/23 - 03/23/2023
... an issue with the air conditioning blowing hot air when idling. The vehicle’s in-service date was 12/06/2018 with 130,922 miles.The technician verified the concern, found A/C compressor pressure at 65 psi on the high and low side. The technician...
Forum - 03/31/2023
... the parts back to the 40% amount and then it 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. ...
Forum - 05/09/2023
... confuses me though, as that refers to dealer owner rental program and mine was Hertz unit (in service since 2022). The Valid Warranty Found, I have always seen in 'Search Transactions' when adding a scan to a pending claim. Your excessive parts will...
Forum - 05/15/2023
... we are still at the 10% until the end of May and they may make some exceptions right now. Service Manager needs to be made aware of these so that changes can be made now. Afer this month we are at 0% and GM can stop paying claims and the dealership...
What Would You Do? - 09/23 - 08/29/2023
... technician found that the repair did not resolve the issue. The technician discussed with the service manager and followed up with TAC. TAC advised to replace the transmission. The original job card was closed with the labor operation for the...
Forum - 02/06/2024
I use dealertrack. There are only a few things I have to manually submit, like transport and service event claims. I'm not a fan of it, because I got spoiled to reynolds, but have figured out some tricks ;)
Transmission-Fast Learn - 02/12/2024
... done on a 2023 Traverse AWD and there is no labor op or bulletin. I do find the procedure in the service manual. My question is what it the best closest to labor op to use since the transmission control module op will probably require me to add an SPS...
Forum - 02/16/2024
... associated punches under straight time. Diag, cleaning and remediation will go in as OLH, with service manager approval. Not always will a tech get all the time the punch, if they dont have a strong story to support it....
Empowerment - 10/05/2023
... for Empowerment (near the part return requests)? I clicked the link and it took me to the service agent detail screen. Our empowerment level was changed on 10/01/23 for category G. I haven't seen this category used for a long time. ...
Forum - 10/16/2023
... because firstly we are in observation 4 for 2 years and 2 months now (long story) and secondly my service advisors pick and choose the cars they want to plug. They think they can predict any cars that have warranty so we will never obtain 98%. Heck they...
Forum - 12/27/2023
... Adminstrators should not be doing anything in the empowerment portal. You are right in that your Service Manager and Advisor have all the details and access to the information. I put it back on the SM to deal with all of it, you should only be processing...
pre-approval for headlamp - 01/23/2024
Service department replaced headlamp due to it being shorted. Unfortunately they did not take pictures because it wasn't being replaced bacause of cosmetic failures. Is there anyway to handle warranty submission without?
Forum - 01/11/2024
First maintenance services includes an ACDelco Oil and Filter Change, 4-Wheel Tire Rotation, and a MPVI. Refer to the specific program guide (e.g. GMC Pro Grade Protection) for additional detail. The guides are available in the Warranty Resource Cent...
Forum - 01/12/2024
Lots of missing information there. Tell us some details about what you have. As Kristen said, the first service includes tire rotation on applicable models.
Forum - 05/24/2023
Yes, I have had rejection for savi/dongle not received on dealer owned vehicle on a recall claim. They've paid w/service manager signature noting that "savi would not communicate" on hardcopy through GM authorization.
Forum - 07/24/2023
I 2nd that. Same problem. Service department has eaten a lot of batteries, you would think they'd be full by now... LOL
Forum - 07/24/2023
... I should have clarified if I can claim over the warranty rate for the sublet. My service manager sent it out because we had no one in house at the time that could do delicate decals for a Camaro but the vinyl shop charged shop rate....
Rental - 08/02/2023
I know way back when that rentals had to be approved by the service manager for the amount of days. Does this still hold true? I have been having him sign so that he is aware.I do though put a timeline on the repair order no matter how many days for my...
Reject error 872 Dongle data not received - 04/13/2023
... my 1st SAVI reject and yes GM we did the scan two days prior to me submitting the claim. Our GM service manager has enough going on reviewing my regular claims this is just going to waste everyones time. Anyone else run into this yet?...
Forum - 04/17/2023
We ordered us a S stamp for our job cards. When our warranty adm. gets it, if it is not stamped then it will go back to the service manager in hopes that the vehicle is still at the shop. I'm thankful so far we've not missed any.
Forum - 04/18/2023
Regarding timing of the dongle device scan; refer to Service P&P Article 6.2.1: Vehicle must be scanned with SAVI or approved Dongle device at the time the repair order is opened.
Forum - 04/19/2023
I have one in rejected status pending review but we actually did the scan I sent info to GM service manager. In your case did you have your SM sign date time explain yours?
Forum - 04/19/2023
I have had two reject. One was still in the shop and was scanned and resubmitted just fine. The other, our Service Manager explained (date/time/signed) just in case and H-routed. Am waiting to see what the outcome is.
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 - 04/07/2023
... The problem we are having is with heavy duty trucks. None of them will scan. My service manager contacted e-advisor and they said GM doesn't require scans on heavy duty trucks. I haven't been able to find out if this is true. ...
NEW ADD ON REQUIREMENT PER GM P&P,,,DEBIT ITEM - 03/23/2023
... 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 drivability or check engine light issue, it must be...
Forum - 03/15/2023
... page to the RO and never close the RO until I have everything I need. Sometimes the impatient service advisors even help me out gently nudgeing the manager so he can get his WIP down....
Forum - 09/19/2022
Thank HEAVEN they sent that junk back to developers!! It had me insane Friday... They emailed the service managers about the update they have been working on, since before July! Like, why would the warranty admins need to know??
Forum - 03/10/2023
... a variety of docs to prove my case, but it makes sense as the whole purpose is to have SERVICE MGT reviewing the jc,,,not the WARRANTY ADMIN!!!...
Forum - 03/10/2023
... will tell me when it was ordered and when it came in. And yes this is on the parts side, not service. I dont remember when we were on CDK for that, its been a minute when we were on it...
Exception to the rule for customer reimbursement? - 11/22/2022
... 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 coverage and recalls. Has anyone found that a copy emailed...
Forum - 11/22/2022
... as a repeat repair which would then have to be researched to see why before it is approved by the service manager and resubmitted for payment? If it appears they were already paid then you would not continue to submit the 2nd one for payment....
FUEL ON A PDI - 12/05/2022
Hello, all. Was wondering if there was a way to claim fuel for a PDI? I can't seem to find anything. New service manager that came from different manufacturer where fuel was claimable.
Forum - 02/06/2023
Understood, sorry I misread that. I know it would be shocking to believe that a service manager would push their responsibilities onto a warranty administrator. lol
Forum - 02/22/2023
... issues with her transport company and she files claims way more than anyplace I have ever seen. Service Policies & Procedures Manual - Transportation, Vehicle Storage and PDI Policy 1.1.5 - Letter of Notification (LON) A Letter of Notification form...
Forum - 02/24/2023
... to get reviewed!! the thing here is the money goes to sales,,,and if they dont press it then service just lets it go because it doesnt put any money in their pocket...
Forum - 12/13/2022
... from last year. I am running into something similar; a water pump was replaced last month and the service advisor did not catch that it has a special coverage for the water pump, now she is wanting to reimburse the customer but the reimbursement under...
voided warranty on certain high profile vehicles - 09/28/2022
in the latest Service Sentinel they have an article about certain high profile vehicles that if the owner chooses to sell it within the 1st 6 months GM will void the warranty,,,,make sure your advisors are pulling IVH on every vehicle,,,this could cause...
Forum - 10/25/2022
... And unless there is another place you shouldn't have to get an approval via the portal, but your service manager must approve with the explanation and then send it for GM auth....
Forum - 11/03/2022
It would seem to me that if one were to use logic, which I know leaves service advisors out, that you would go back and type over line 3 for the MPVI and delete the final line 4 to keep the lines in sequence. I am not sure it would be an issue necessarily...
Forum - 07/07/2022
... the cusotmer and get their approval, have signed off for add line, and make the part replacement service agent installed. The labor op used would be the normal labor op for the part and not the recall labor op. ...
Forum - 06/22/2022
... Parts P&P Article 1.3.1 ********** GM Parts and Accessories purchased through a GM Service Agent (specific parts/accessories may be covered by other parts and accessories warranties, refer to the warranty certificate for specific coverage) and Service...
Forum - 05/11/2022
Hello! Any chance one of you know how much to pay the tech on this Corvette first maintenance service? I pay half hour for normal first visits, oil change and tire rotation.
Forum - 04/28/2022
go to Si,,enter the vin,,,go to the top selection,,,Service Manual/Bulletin,,,,then select Master Electrical Component list from the center of the screen,,,,then if you need a connector end view go to that column and enter some of the info the tech gave...
Forum - 06/02/2022
... Damage, OLH time should not exceed the standard base time allowed for replacement. Service Management auth on the job card does not apply and separate on/off punch time for the replacement is not required. ...
Forum - 06/13/2022
Our Service Manager checked with the DVM and we were told to use the Connector Kit Labor Op code and anything over the 0.5 was OLH. Thank you guys for replaying though!
I have one in rejected status pending review but we actually did the scan I sent info to GM service manager. In your case did you have your SM sign date time explain yours?
Forum - 04/19/2023
I have had two reject. One was still in the shop and was scanned and resubmitted just fine. The other, our Service Manager explained (date/time/signed) just in case and H-routed. Am waiting to see what the outcome is.
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 - 04/07/2023
... The problem we are having is with heavy duty trucks. None of them will scan. My service manager contacted e-advisor and they said GM doesn't require scans on heavy duty trucks. I haven't been able to find out if this is true. ...
NEW ADD ON REQUIREMENT PER GM P&P,,,DEBIT ITEM - 03/23/2023
... 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 drivability or check engine light issue, it must be...
Forum - 03/15/2023
... page to the RO and never close the RO until I have everything I need. Sometimes the impatient service advisors even help me out gently nudgeing the manager so he can get his WIP down....
Forum - 09/19/2022
Thank HEAVEN they sent that junk back to developers!! It had me insane Friday... They emailed the service managers about the update they have been working on, since before July! Like, why would the warranty admins need to know??
Forum - 03/10/2023
... a variety of docs to prove my case, but it makes sense as the whole purpose is to have SERVICE MGT reviewing the jc,,,not the WARRANTY ADMIN!!!...
Forum - 03/10/2023
... will tell me when it was ordered and when it came in. And yes this is on the parts side, not service. I dont remember when we were on CDK for that, its been a minute when we were on it...
Exception to the rule for customer reimbursement? - 11/22/2022
... 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 coverage and recalls. Has anyone found that a copy emailed...
Forum - 11/22/2022
... as a repeat repair which would then have to be researched to see why before it is approved by the service manager and resubmitted for payment? If it appears they were already paid then you would not continue to submit the 2nd one for payment....
FUEL ON A PDI - 12/05/2022
Hello, all. Was wondering if there was a way to claim fuel for a PDI? I can't seem to find anything. New service manager that came from different manufacturer where fuel was claimable.
Forum - 02/06/2023
Understood, sorry I misread that. I know it would be shocking to believe that a service manager would push their responsibilities onto a warranty administrator. lol
Forum - 02/22/2023
... issues with her transport company and she files claims way more than anyplace I have ever seen. Service Policies & Procedures Manual - Transportation, Vehicle Storage and PDI Policy 1.1.5 - Letter of Notification (LON) A Letter of Notification form...
Forum - 02/24/2023
... to get reviewed!! the thing here is the money goes to sales,,,and if they dont press it then service just lets it go because it doesnt put any money in their pocket...
Forum - 12/13/2022
... from last year. I am running into something similar; a water pump was replaced last month and the service advisor did not catch that it has a special coverage for the water pump, now she is wanting to reimburse the customer but the reimbursement under...
voided warranty on certain high profile vehicles - 09/28/2022
in the latest Service Sentinel they have an article about certain high profile vehicles that if the owner chooses to sell it within the 1st 6 months GM will void the warranty,,,,make sure your advisors are pulling IVH on every vehicle,,,this could cause...
Forum - 10/25/2022
... And unless there is another place you shouldn't have to get an approval via the portal, but your service manager must approve with the explanation and then send it for GM auth....
Forum - 11/03/2022
It would seem to me that if one were to use logic, which I know leaves service advisors out, that you would go back and type over line 3 for the MPVI and delete the final line 4 to keep the lines in sequence. I am not sure it would be an issue necessarily...
Forum - 07/07/2022
... the cusotmer and get their approval, have signed off for add line, and make the part replacement service agent installed. The labor op used would be the normal labor op for the part and not the recall labor op. ...
Forum - 06/22/2022
... Parts P&P Article 1.3.1 ********** GM Parts and Accessories purchased through a GM Service Agent (specific parts/accessories may be covered by other parts and accessories warranties, refer to the warranty certificate for specific coverage) and Service...
Forum - 05/11/2022
Hello! Any chance one of you know how much to pay the tech on this Corvette first maintenance service? I pay half hour for normal first visits, oil change and tire rotation.
Forum - 04/28/2022
go to Si,,enter the vin,,,go to the top selection,,,Service Manual/Bulletin,,,,then select Master Electrical Component list from the center of the screen,,,,then if you need a connector end view go to that column and enter some of the info the tech gave...
Forum - 06/02/2022
... Damage, OLH time should not exceed the standard base time allowed for replacement. Service Management auth on the job card does not apply and separate on/off punch time for the replacement is not required. ...
Forum - 06/13/2022
Our Service Manager checked with the DVM and we were told to use the Connector Kit Labor Op code and anything over the 0.5 was OLH. Thank you guys for replaying though!
PART # 23332916, SUNROOF LACE REPAIR - 08/17/2018
... Finish Lace Replacement. The labor for this is ST and has been for the last fews years. I asked my service manger what he thought I should do for the tech labor and he wasn't sure. Does anyone have any recommendations for what the tech should get paid? He...
Forum - 08/01/2018
... in December). Only those CBG CPO vehicles that were delivered prior to 3/15/2016 received four service visits. CBG CPO vehicles delivered after 3/15/2016 (and 2016-2018MY vehicles) receive a maximum of two service visits (within 2 years or 24,000 miles). Ideally,...
Forum - 08/01/2018
... that I am using as an example is 5GAKVBKD3EJ240085 with 43478 miles. Jblox - We do look at service history. In this case, there were 2 used. But the IVH didn't state how many were available next to "Standard CBG CPO Maintenance Plan"....
Customer Pay Add-On Repairs - 07/02/2018
... lines and we add-on a customer pay line for whatever reason. Does this still require the same service manager authorization that an add-on warranty line would require? We have been signing them just to be proactive, but I was just curious if there is...
Forum - 06/20/2018
Refer to the Service Replacement Parts and Accessories Warranty Quick Reference Chart available within the Resources tab above and also in the Parts Policies & Procedures Manual Article 1.1: Parts replaced under new vehicle warranty will be covered...
Forum - 05/31/2018
... to come off of the IVH. How I have closed these in the past is to submit a .1 claim using the Service Manager's GMIN and under comments explain that Recall can not be performed. ...
Forum - 05/31/2018
... may be necessary to obtain additional clarification from the technician or the manager. The service manual in SI is also an important tool when technical clarification is necessary. Also, the service advisor's documentation of the...
Transfer Case - 06/11/2018
... bulletin 04-00-89-015 says "where a COMPLETE transmission/engine assembly is replaced, all service agents are required to complete a cost comparison worksheet..." So would a transfer case qualify under that although everything I've read through...
Forum - 07/09/2018
... CODE: *Go to the computer used to program the vehicle and open up TIS. *Open up Service Programming System. *Start SPS *Go to settings. *Go to warranty claim code tab - the history of your programming sessions should be...
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.
Forum - 04/25/2018
... coverage. (reference Global Message GCUS-9-5688) The following are battery references from the Service Policies and Procedures Manual. Policies & Procedures Article 2.8.2: Batteries replaced during the vehicle warranty will continue to be covered...
Forum - 04/24/2018
... wear items don't include it. My general manager reimbursed him his proration amount and the service department got stuck with the tab for it. Won't happen again!...
Forum - 04/25/2018
We wouldn't submit them to the rep with the pre approval form, but it would help the service manager fill out that part of the form quickly then. I would keep it with the job card though.
Certified pre-owned windshield **HELP!!** - 04/05/2018
... excluded. Based on this information, I told the advisor that it was covered. My service manager has told me that it is not covered because according to P&P, windshields can only be replaced within the first 12 months of bumper to...
Forum - 04/05/2018
The only thing I have found is Service P&P Article 2.17 Windshield Program: "Warranty Claims For Warranty windshield replacement use published time for labor operation 2020380 Glass, Windshield - One Piece - Replace. Sublet windshield installations...
Forum - 05/08/2018
Pretend you knew it was the 3-5-R, you would have to disassemble the trans to that point to service it...so no, teardown to point of failure is not OLH. Anything consequential to the failure beyond that such as recondition or clean would be OLH to the...
Forum - 05/08/2018
... TODAY I GOT THIS RESPONSE: Hi Heather, Good day!This email is to inform you that the DBC Service has resolved your concern regarding rejected job card ######. As per level 2, resubmit the claim with quantity of “one” on the first vehicle...
Not Warrantable - 05/15/2018
I have a claim my service manager 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...
Forum - 05/17/2018
During a Parts and Service conference call for the South Central Region. We were instructed to fold the top of the RO over and scan so it shows on the back of the paper. It will be upside down, but it "proves" that those authorizations or explanations...
Forum - 05/22/2018
brandit80 - thanks for the suggestion! Please see the Global Warranty Management article within the May 2018 edition of the Warranty News. The article provides a look at the Service Agent Self Review process.
GOODWILL LABOR OPS - 05/29/2018
... be helpful to know what all is available to use when a situation warrants using it. And my service manager asked me if there is such a list. Any feedback is appreciated. Thanks. ...
Forum - 12/20/2018
I brought this up with a similar question the other day. the 2019 program is the "first" service, except on some vehicles and yes GM is selling some pre-paid maintenance plans. Good luck.
Forum - 12/13/2018
Parts P&P Article 1.1.1 states that service agent installed components are covered 2 years/unlimited miles. Although with that being said, wiper blades are considered a "maintenance item" as noted in the GM Warranty Coverage Guidelines...
One Time Free Replacement for Brake pad kit? - 01/11/2019
... Pad Kit. I Policy A and was rejected? WSC saying that this is a Add ON? Of course we didn't have Service Manager Authorization for this and was told this is Non-Compliant. Please advise on this issue. Thank you...
Forum - 12/21/2018
... 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....
... Finish Lace Replacement. The labor for this is ST and has been for the last fews years. I asked my service manger what he thought I should do for the tech labor and he wasn't sure. Does anyone have any recommendations for what the tech should get paid? He...
Forum - 08/01/2018
... in December). Only those CBG CPO vehicles that were delivered prior to 3/15/2016 received four service visits. CBG CPO vehicles delivered after 3/15/2016 (and 2016-2018MY vehicles) receive a maximum of two service visits (within 2 years or 24,000 miles). Ideally,...
Forum - 08/01/2018
... that I am using as an example is 5GAKVBKD3EJ240085 with 43478 miles. Jblox - We do look at service history. In this case, there were 2 used. But the IVH didn't state how many were available next to "Standard CBG CPO Maintenance Plan"....
Customer Pay Add-On Repairs - 07/02/2018
... lines and we add-on a customer pay line for whatever reason. Does this still require the same service manager authorization that an add-on warranty line would require? We have been signing them just to be proactive, but I was just curious if there is...
Forum - 06/20/2018
Refer to the Service Replacement Parts and Accessories Warranty Quick Reference Chart available within the Resources tab above and also in the Parts Policies & Procedures Manual Article 1.1: Parts replaced under new vehicle warranty will be covered...
Forum - 05/31/2018
... to come off of the IVH. How I have closed these in the past is to submit a .1 claim using the Service Manager's GMIN and under comments explain that Recall can not be performed. ...
Forum - 05/31/2018
... may be necessary to obtain additional clarification from the technician or the manager. The service manual in SI is also an important tool when technical clarification is necessary. Also, the service advisor's documentation of the...
Transfer Case - 06/11/2018
... bulletin 04-00-89-015 says "where a COMPLETE transmission/engine assembly is replaced, all service agents are required to complete a cost comparison worksheet..." So would a transfer case qualify under that although everything I've read through...
Forum - 07/09/2018
... CODE: *Go to the computer used to program the vehicle and open up TIS. *Open up Service Programming System. *Start SPS *Go to settings. *Go to warranty claim code tab - the history of your programming sessions should be...
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.
Forum - 04/25/2018
... coverage. (reference Global Message GCUS-9-5688) The following are battery references from the Service Policies and Procedures Manual. Policies & Procedures Article 2.8.2: Batteries replaced during the vehicle warranty will continue to be covered...
Forum - 04/24/2018
... wear items don't include it. My general manager reimbursed him his proration amount and the service department got stuck with the tab for it. Won't happen again!...
Forum - 04/25/2018
We wouldn't submit them to the rep with the pre approval form, but it would help the service manager fill out that part of the form quickly then. I would keep it with the job card though.
Certified pre-owned windshield **HELP!!** - 04/05/2018
... excluded. Based on this information, I told the advisor that it was covered. My service manager has told me that it is not covered because according to P&P, windshields can only be replaced within the first 12 months of bumper to...
Forum - 04/05/2018
The only thing I have found is Service P&P Article 2.17 Windshield Program: "Warranty Claims For Warranty windshield replacement use published time for labor operation 2020380 Glass, Windshield - One Piece - Replace. Sublet windshield installations...
Forum - 05/08/2018
Pretend you knew it was the 3-5-R, you would have to disassemble the trans to that point to service it...so no, teardown to point of failure is not OLH. Anything consequential to the failure beyond that such as recondition or clean would be OLH to the...
Forum - 05/08/2018
... TODAY I GOT THIS RESPONSE: Hi Heather, Good day!This email is to inform you that the DBC Service has resolved your concern regarding rejected job card ######. As per level 2, resubmit the claim with quantity of “one” on the first vehicle...
Not Warrantable - 05/15/2018
I have a claim my service manager 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...
Forum - 05/17/2018
During a Parts and Service conference call for the South Central Region. We were instructed to fold the top of the RO over and scan so it shows on the back of the paper. It will be upside down, but it "proves" that those authorizations or explanations...
Forum - 05/22/2018
brandit80 - thanks for the suggestion! Please see the Global Warranty Management article within the May 2018 edition of the Warranty News. The article provides a look at the Service Agent Self Review process.
GOODWILL LABOR OPS - 05/29/2018
... be helpful to know what all is available to use when a situation warrants using it. And my service manager asked me if there is such a list. Any feedback is appreciated. Thanks. ...
Forum - 12/20/2018
I brought this up with a similar question the other day. the 2019 program is the "first" service, except on some vehicles and yes GM is selling some pre-paid maintenance plans. Good luck.
Forum - 12/13/2018
Parts P&P Article 1.1.1 states that service agent installed components are covered 2 years/unlimited miles. Although with that being said, wiper blades are considered a "maintenance item" as noted in the GM Warranty Coverage Guidelines...
One Time Free Replacement for Brake pad kit? - 01/11/2019
... Pad Kit. I Policy A and was rejected? WSC saying that this is a Add ON? Of course we didn't have Service Manager Authorization for this and was told this is Non-Compliant. Please advise on this issue. Thank you...
Forum - 12/21/2018
... 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....
Forum - 01/15/2019
My service manager is on board with that thinking but I have had others directly contradict it, and I probably shouldn't say more than that. Thank you kristen!
2019 AUTHORIZATION UPDATES - 01/23/2019
... removed". But the email I received from GM (reference number GCUS-9-7168) states " Service manager approval PRIOR to submission of Customer concern not duplicated labor operations has been eliminated". To me, this means that getting approval...
Forum - 01/29/2019
... Separate on/off time documentation for the consequential damage (OLH) is not required. Service agent self authorization identification on the transaction is required for OLH and/or excessive parts....
Forum - 02/01/2019
you should ask your service manager to look into getting Warranty Watch. its an online time keeping website that super simple and easy to use! my techs have gained tramendous amount of clock time since we've made the switch!
ROBINAIR WARRANTY CODE FOR R1234yf REFRIGERANT - 02/07/2019
AS PER BULLETIN #12-01-37-001E: Information on New Refrigerant (R1234yf) for A/C Service - (Jun 21, 2018) the warranty code on the Robinair test printout is to be submitted in the comments in the claim. I have a printout but it has 2 separate...
Forum - 08/21/2018
... MN and wondering if I am in the correct amount per hour. I also see the manager in service not knowing anything and I am always cleaning up his mess. DOn't take too many days off in a row unless I know I can catch up. I love the...
Forum - 08/15/2018
... bulletin with a damage-related scenario, but did find some windshield information in the Service Policies & Procedures Manual, specifically Article 2.17 which refers to the Windshield Program and Article 1.2.2.3, Items Not Covered by Warranty....
Special Program Labor Operations help cards? - 09/12/2018
... vehicles. One Advisor told me that he thought the 2019 Buicks will only have 1 Maintenance service. I couldn't find anything in the system for "2019 Maintenance Program Changes". If there is another place for me to find this information,...
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.
Documented Warranty Authorization Process - 10/04/2018
... has "Make sure your dealership has a documented warranty authorization process that aligns to the Service Policy and Procedures Manual." Does anyone have one of these? It does seem like a good idea that would be beneficial. Just wondering...
Replace left and right rear axle shaft seals - 10/15/2018
... 3030090 Right side and Labor Code: 3030110 Left side. This is for a 2013 Avalanche that has GMPP service contract. Thank you...
Forum - 11/19/2018
I'm going to discuss this more with the service manager. I did find this message in the error code chart in Global. You have 60 days between a job card open date until the date it was completed. If it goes after 60 days you will need to supply information...
Over the Counter Part Warranty Documentation - 11/20/2018
... how are we supposed to know what's wrong? I think GM did away with the requirement for Service Management authorization on part warranties, but I still get it just in case. Is it still required?...
Causal Part Indeterminate - 01/25/2018
... other to go out. The tech and I thought that they should be submitted separately, but the service manager disagreed....
Forum - 01/09/2018
... PROOF OF A SHUTTLE, BUT THERE SHOULD BE SOMETHING ON THE JOB CARD THAT INDICATES THE SHUTTLE SERVICE WAS PROVIDED....
Forum - 01/09/2018
... AND TRANSPORTATION ACCOUNT ON A JOURNAL ADJUSTMENT. CUSTOMER IS NEVER CHARGED; THIS IS A FREE SERVICE TO THEM....
Forum - 12/22/2017
No service management auth is required to perform a special coverage repair. If you do a special coverage repair outside of the time and date limits it's no longer special coverage, you would have to use a regular labor operation and most likely...
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...
Early Bird / Night Drop for Auth - 12/22/2017
... it out or sign it. So am I correct in understanding that even without the VIN, we don't need service management auth on the job card? We just have to keep the envelope with the job card, which we always do, and if they don't sign it should...
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 - 12/20/2017
... 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. Additionally... Regardless of the date, subsequent warranty customer concerns based on multi-point vehicle...
Forum - 01/02/2018
Under Service Forms in GlobalConnect is a document called "Recall Vehicle Action Report: CAM-02" It is a word document you download, fill out and mail in. Now it won't close in IVH as legally, it has to appear on there, but it would stop the customer...
Customer Declined Recall - 01/02/2018
... for the recall to show manually closed in IVH, if so where do I print them off? I looked around in service forms but couldn't find anything.Thanks!...
Customer Declined Recall - 01/02/2018
... for the recall to show manually closed in IVH, if so where do I print them off? I looked around in service forms but couldn't find anything.Thanks!...
Forum - 12/28/2017
... in any way. If you are in doubt, be sure to have management (not warranty admin or service advisor) sign, date, time & reason documentation available in case of review....
My service manager is on board with that thinking but I have had others directly contradict it, and I probably shouldn't say more than that. Thank you kristen!
2019 AUTHORIZATION UPDATES - 01/23/2019
... removed". But the email I received from GM (reference number GCUS-9-7168) states " Service manager approval PRIOR to submission of Customer concern not duplicated labor operations has been eliminated". To me, this means that getting approval...
Forum - 01/29/2019
... Separate on/off time documentation for the consequential damage (OLH) is not required. Service agent self authorization identification on the transaction is required for OLH and/or excessive parts....
Forum - 02/01/2019
you should ask your service manager to look into getting Warranty Watch. its an online time keeping website that super simple and easy to use! my techs have gained tramendous amount of clock time since we've made the switch!
ROBINAIR WARRANTY CODE FOR R1234yf REFRIGERANT - 02/07/2019
AS PER BULLETIN #12-01-37-001E: Information on New Refrigerant (R1234yf) for A/C Service - (Jun 21, 2018) the warranty code on the Robinair test printout is to be submitted in the comments in the claim. I have a printout but it has 2 separate...
Forum - 08/21/2018
... MN and wondering if I am in the correct amount per hour. I also see the manager in service not knowing anything and I am always cleaning up his mess. DOn't take too many days off in a row unless I know I can catch up. I love the...
Forum - 08/15/2018
... bulletin with a damage-related scenario, but did find some windshield information in the Service Policies & Procedures Manual, specifically Article 2.17 which refers to the Windshield Program and Article 1.2.2.3, Items Not Covered by Warranty....
Special Program Labor Operations help cards? - 09/12/2018
... vehicles. One Advisor told me that he thought the 2019 Buicks will only have 1 Maintenance service. I couldn't find anything in the system for "2019 Maintenance Program Changes". If there is another place for me to find this information,...
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.
Documented Warranty Authorization Process - 10/04/2018
... has "Make sure your dealership has a documented warranty authorization process that aligns to the Service Policy and Procedures Manual." Does anyone have one of these? It does seem like a good idea that would be beneficial. Just wondering...
Replace left and right rear axle shaft seals - 10/15/2018
... 3030090 Right side and Labor Code: 3030110 Left side. This is for a 2013 Avalanche that has GMPP service contract. Thank you...
Forum - 11/19/2018
I'm going to discuss this more with the service manager. I did find this message in the error code chart in Global. You have 60 days between a job card open date until the date it was completed. If it goes after 60 days you will need to supply information...
Over the Counter Part Warranty Documentation - 11/20/2018
... how are we supposed to know what's wrong? I think GM did away with the requirement for Service Management authorization on part warranties, but I still get it just in case. Is it still required?...
Causal Part Indeterminate - 01/25/2018
... other to go out. The tech and I thought that they should be submitted separately, but the service manager disagreed....
Forum - 01/09/2018
... PROOF OF A SHUTTLE, BUT THERE SHOULD BE SOMETHING ON THE JOB CARD THAT INDICATES THE SHUTTLE SERVICE WAS PROVIDED....
Forum - 01/09/2018
... AND TRANSPORTATION ACCOUNT ON A JOURNAL ADJUSTMENT. CUSTOMER IS NEVER CHARGED; THIS IS A FREE SERVICE TO THEM....
Forum - 12/22/2017
No service management auth is required to perform a special coverage repair. If you do a special coverage repair outside of the time and date limits it's no longer special coverage, you would have to use a regular labor operation and most likely...
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...
Early Bird / Night Drop for Auth - 12/22/2017
... it out or sign it. So am I correct in understanding that even without the VIN, we don't need service management auth on the job card? We just have to keep the envelope with the job card, which we always do, and if they don't sign it should...
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 - 12/20/2017
... 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. Additionally... Regardless of the date, subsequent warranty customer concerns based on multi-point vehicle...
Forum - 01/02/2018
Under Service Forms in GlobalConnect is a document called "Recall Vehicle Action Report: CAM-02" It is a word document you download, fill out and mail in. Now it won't close in IVH as legally, it has to appear on there, but it would stop the customer...
Customer Declined Recall - 01/02/2018
... for the recall to show manually closed in IVH, if so where do I print them off? I looked around in service forms but couldn't find anything.Thanks!...
Customer Declined Recall - 01/02/2018
... for the recall to show manually closed in IVH, if so where do I print them off? I looked around in service forms but couldn't find anything.Thanks!...
Forum - 12/28/2017
... in any way. If you are in doubt, be sure to have management (not warranty admin or service advisor) sign, date, time & reason documentation available in case of review....
PQC contact center required to call prior to assembly replacement? - 03/26/2018
... that require PQC contact on the “Items Not Allowed” tab under Analyze Warranty/View Service Agent Profile. Scroll to the right to view effective dates for the following labor operations: 4067470 - Partial Engine Replacement4067490 -...
OLH and Wiring Repairs - 03/27/2018
... access or repair time greater than 0.5 hours must be submitted as Other Labor Hours and requires service manager approval." Is this additional time considered "true OLH" thus requiring a separate time punch? Or is it more of an administrative thing...
CPO shock replacement - 03/21/2018
We have a CPO vehicle in for service that has shocks that are worn and need replacement, it isn't a specifically excluded labor op but could be considered a wear item. How would you proceed? Do we cover it under the CPO warranty?
Forum - 03/16/2018
From my understanding, the hard copy or shop copy of the repair order should have the date, 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...
Forum - 02/27/2018
... and retaining the Battery Warranty Insert Tag with the job card holds true as stated in Service Policies & Procedures Article 2.8.2....
Forum - 03/05/2018
Since the bullentin calls for flushing and draining fluid for transmission, i think i would use the op code to replace transmission pan(8462930) and have service manager sign off for closest to op code.
Forum - 03/08/2018
... valve on the original job line and add the diag time to it. Then I would have the service manager approve add on lines for each of the actuators, reducing the labor time on one of them by .8 (the amount of time r&r the valve...
Forum - 02/05/2018
... As the customer expressed a single complaint, this would not be considered an add on, although service management authorization is required for repeat (pyramid) repairs....
Forum - 02/12/2018
... cards does not meet technician timekeeping requirements and is non-compliant and is unacceptable. Service management approval, in the form of an explanation with date, time and signature (or initials) is required on the job card prior to initial transaction...
Forum - 02/14/2018
Service P & P Article 3.2.9: All standard warranty and policy repair time must be documented on the technician's time ticket by job card. This includes the job card number and technician ID, along with the actual date and start and stop time(s) while ...
Forum - 11/15/2017
my dealer isnt great about this either, i had to submit an add to vehicle build last week ! the service advisors dont help either, but I am finally going to hang up this job i have enjoyed for several years and let someone else figure this out a solu...
GWM Glitch - 11/21/2017
... the weekend maintenance which caused a lot of things to not work, I was not able to add parts. My Service Manager added them just fine. If not, I guess I'll just have to call technical maintenance to find out what is going on....
Forum - 09/14/2017
Thanks for that info...it gives me some reason as to the Why. :) I'll bring the way you handle it up to my Service Manager and see what he thinks. Seems like a logical way to do it. Thank you
When necessary to replace the camshaft cover and the crankshaft front oil seal - 10/10/2017
... be submitted separately? If submitted as one, is the extra labor "true OLH" or does it need service management authorization and require separate time punching? Has anyone else had experience with these?...
Forum - 11/07/2017
... Analysis, which policy states must be documented on or attached to the job card. Refer to Service P&P Article 3.2.8 and Required Operating Procedures Bulletin 04-00-89-015....
Consequential Damage Labor/Parts - 11/14/2017
... Has anyone else had any problems with the WSC rejecting these? My understanding is that service management auth and even separate time stamps are not required. This has just recently been a problem, the WSC rejects the job card as not compliant for...
Forum - 12/12/2017
... not require separate time stamps or management approval." would you please inform me where in the service policy and proceedures this page is? I have been looking and have not come across it yet. Thanks...
Restricted Labor Operations - 12/14/2017
... operation is restricted and requires GM authorization. I searched through many things (even our Service Agent profile) and could not find anywhere that said this operation was restricted. So a generalized list of operations could be beneficial and s...
Forum - 11/29/2017
Where do you go to do the live chat? Is it the support button at the top of the home page of GlobalConnect? And if so, for the topic, would you use Service? Or something else?
Forum - 12/01/2017
... and then there's a bright blue bar about half way down the page called LIVE CHAT. Pick Service and put in the VIN and area that was repaired with your question, like if you're looking for an operation and then submit it, there's a little radio...
Forum - 12/01/2017
... the customer is present. Any changees regarding who is responsible for the charges require service management authorization PRIOR to repairs being performed. So, they do need to authorize that change to warranty from customer pay. I...
Forum - 10/25/2017
... AND be more than 100 miles away from home 2) The vehicle must be disabled & kept overnight 3) Service is offered to customers that reside within 500 miles of the repairing dealership. Hope this helps...
Forum - 10/24/2017
... Do you do anything else to the ticket like get any type of authorization or approval from service management? If it's not considered a true added operation, do you leave it be or put something explaining what you are doing? ...
Policy Repair Documentation - 10/24/2017
... portal has been instituted, is it still necessary? Also, the sheet that I get from the Service Manager from the portal looks the same as they did before. I had thought that they would have changed and the "range" would be on it somewhere. ...
Forum - 09/28/2017
... Follow the special shipping instructions that are in the box containing the new air bag inflator. Service Procedure Step 24 also has additional info re: shipping the used inflator: The box that the new passenger air bag inflator was shipped in must...
... that require PQC contact on the “Items Not Allowed” tab under Analyze Warranty/View Service Agent Profile. Scroll to the right to view effective dates for the following labor operations: 4067470 - Partial Engine Replacement4067490 -...
OLH and Wiring Repairs - 03/27/2018
... access or repair time greater than 0.5 hours must be submitted as Other Labor Hours and requires service manager approval." Is this additional time considered "true OLH" thus requiring a separate time punch? Or is it more of an administrative thing...
CPO shock replacement - 03/21/2018
We have a CPO vehicle in for service that has shocks that are worn and need replacement, it isn't a specifically excluded labor op but could be considered a wear item. How would you proceed? Do we cover it under the CPO warranty?
Forum - 03/16/2018
From my understanding, the hard copy or shop copy of the repair order should have the date, 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...
Forum - 02/27/2018
... and retaining the Battery Warranty Insert Tag with the job card holds true as stated in Service Policies & Procedures Article 2.8.2....
Forum - 03/05/2018
Since the bullentin calls for flushing and draining fluid for transmission, i think i would use the op code to replace transmission pan(8462930) and have service manager sign off for closest to op code.
Forum - 03/08/2018
... valve on the original job line and add the diag time to it. Then I would have the service manager approve add on lines for each of the actuators, reducing the labor time on one of them by .8 (the amount of time r&r the valve...
Forum - 02/05/2018
... As the customer expressed a single complaint, this would not be considered an add on, although service management authorization is required for repeat (pyramid) repairs....
Forum - 02/12/2018
... cards does not meet technician timekeeping requirements and is non-compliant and is unacceptable. Service management approval, in the form of an explanation with date, time and signature (or initials) is required on the job card prior to initial transaction...
Forum - 02/14/2018
Service P & P Article 3.2.9: All standard warranty and policy repair time must be documented on the technician's time ticket by job card. This includes the job card number and technician ID, along with the actual date and start and stop time(s) while ...
Forum - 11/15/2017
my dealer isnt great about this either, i had to submit an add to vehicle build last week ! the service advisors dont help either, but I am finally going to hang up this job i have enjoyed for several years and let someone else figure this out a solu...
GWM Glitch - 11/21/2017
... the weekend maintenance which caused a lot of things to not work, I was not able to add parts. My Service Manager added them just fine. If not, I guess I'll just have to call technical maintenance to find out what is going on....
Forum - 09/14/2017
Thanks for that info...it gives me some reason as to the Why. :) I'll bring the way you handle it up to my Service Manager and see what he thinks. Seems like a logical way to do it. Thank you
When necessary to replace the camshaft cover and the crankshaft front oil seal - 10/10/2017
... be submitted separately? If submitted as one, is the extra labor "true OLH" or does it need service management authorization and require separate time punching? Has anyone else had experience with these?...
Forum - 11/07/2017
... Analysis, which policy states must be documented on or attached to the job card. Refer to Service P&P Article 3.2.8 and Required Operating Procedures Bulletin 04-00-89-015....
Consequential Damage Labor/Parts - 11/14/2017
... Has anyone else had any problems with the WSC rejecting these? My understanding is that service management auth and even separate time stamps are not required. This has just recently been a problem, the WSC rejects the job card as not compliant for...
Forum - 12/12/2017
... not require separate time stamps or management approval." would you please inform me where in the service policy and proceedures this page is? I have been looking and have not come across it yet. Thanks...
Restricted Labor Operations - 12/14/2017
... operation is restricted and requires GM authorization. I searched through many things (even our Service Agent profile) and could not find anywhere that said this operation was restricted. So a generalized list of operations could be beneficial and s...
Forum - 11/29/2017
Where do you go to do the live chat? Is it the support button at the top of the home page of GlobalConnect? And if so, for the topic, would you use Service? Or something else?
Forum - 12/01/2017
... and then there's a bright blue bar about half way down the page called LIVE CHAT. Pick Service and put in the VIN and area that was repaired with your question, like if you're looking for an operation and then submit it, there's a little radio...
Forum - 12/01/2017
... the customer is present. Any changees regarding who is responsible for the charges require service management authorization PRIOR to repairs being performed. So, they do need to authorize that change to warranty from customer pay. I...
Forum - 10/25/2017
... AND be more than 100 miles away from home 2) The vehicle must be disabled & kept overnight 3) Service is offered to customers that reside within 500 miles of the repairing dealership. Hope this helps...
Forum - 10/24/2017
... Do you do anything else to the ticket like get any type of authorization or approval from service management? If it's not considered a true added operation, do you leave it be or put something explaining what you are doing? ...
Policy Repair Documentation - 10/24/2017
... portal has been instituted, is it still necessary? Also, the sheet that I get from the Service Manager from the portal looks the same as they did before. I had thought that they would have changed and the "range" would be on it somewhere. ...
Forum - 09/28/2017
... Follow the special shipping instructions that are in the box containing the new air bag inflator. Service Procedure Step 24 also has additional info re: shipping the used inflator: The box that the new passenger air bag inflator was shipped in must...
Forum - 10/03/2017
Kind of vaque question?? Maybe some helpful spots to look... 3.1.1 - Service Agent Responsibility for the Performance of Pre-Delivery Service Update to a portion of 3.1.1, see 7/31/2017 GCUS-9-4481-Correct Transaction Submission of Washer...
Forum - 09/20/2017
... where our rep chastised us during a review that there were authorizations that weren't by the "Service Manager". I would think GM would consider it a conflict of interst for advisors to authorize, but I don't see anything that clearly...
Forum - 08/23/2017
I agree ! I have to do the Cost Comparison! My Service Manager Uhggg! If you could find the end of the internet, HE WOULD!!!
Forum - 08/17/2017
... a Required process and in the bulletin under requirements. I'm lucky to have a service manager who supports me in this as well. I almost wish thay everyone were required to call the PQC for assembly replacements and that the techs were answerable...
Forum - 04/03/2019
Each dealer has a set limit for claim types. Your limits are located in Analyze Warranty, Service Agent Profile, Items not allowed. Any claims over your limit have to be H-routed. Make sure to have your original reciept to attach to your claim.&...
Anybody using AutoMate DMS? - 04/03/2019
... Wondering if anyone out there has experience with AutoMate? Specifically from the Service/Parts/Warranty Admin side, but also how is it overall? We looked at another (AutoSoft) that looked extremely klunky...Love Reynoilds, but they are WAY...
Forum - 04/04/2019
... warranty side, it does take a little bit of learning how to correctly submit warranties through Service Merchandising, but once you get the hang of it, you can get them done within minutes. You can also even upload attachments as soon as you submit ...
Over the Counter Parts Warranty - 04/02/2019
... happen. I have been trying to find information on what/if any authorizations are needed from Service Management before I H-Route to GM. Can someone help me please?Thanks!...
Emission - 03/01/2019
Good Morning, My Service Advisors are always asking for Emission information. Do you have a easy to view for Emission E, E1, E2? I tried the Transcript for Emission under the Training videos. But they are asking for a quick view. Do you have...
Forum - 03/21/2019
... field for the VIN (as required in P&P Article 3.2.2 - see below), continue to to have service management approve. Early bird envelopes or drop-off forms must provide the following fields for the customer to complete: Date including month, day and...
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 - 04/22/2019
Sorry, I know the answer GMPP must comply with all policies contained in the P&P manual. Just return from week of vacation and Service Advisor was insisting she was right. Many Thanks
Mail Out Review & Add On Repairs? - JLWarranty News May 2019 edition - 04/23/2019
... added to the job card after its initial printing for any reason is considered an add on repair. Service management must approve appropriately." There is no verbiage in the article stating that if the added line is related to an original concern...
Forum - 04/24/2019
It is still considered and add on line. All add onlines require Service Management authorization prior to repairs. Each line added must be authroized separately with date, time and explanation. The only exclusion is for servicing dealer-owned inventory...
Forum - 03/27/2019
... and see what they would say. If they authorize it after the fact, a code will be emailed to the service manager/person who submits the request, which then can be submitted to GWM under Pre-Auth....
Wiper Blades coverage? - 05/07/2019
Article in JLWarranty News, Components & Services w/ Limited Coverage, April 2019 issue, states "Wiper blades have limied coverage as well, While not published, it is reported that wiper blades are covered for only 12 months." Question is, unlimited...
(NEW) Administrative Allowance Help Card - 05/29/2019
Certain components and/or services are eligible for an administrative allowance. Administrative Allowances are claimed in the Net/Administrative Allowance fi eld of the transaction.Download Card
Forum - 04/27/2019
... similar to this, the independent shop followed the process where they call the Powertrain Service Center and we call with the final information. What kind of claim would this be? ...
Forum - 04/29/2019
... If the original purchase was part of a repair performed by dealer or ISC, it would be a service agent install. ...
Forum - 06/24/2019
Kristen, it is still coming up on my end: Our chat team is currently closed. Please chat back during normal business hours. All hours are in ET. Dealer Business Center: M-F: 8:00am-8:00pm Service Parts Assistance Center M-F: 8:00am-8:00pm
Forum - 06/12/2019
Wow! that is the craziest service dept story I have heard yet! Glad it was stopped before any more damage was done. try to be nice and what do you get, right?
Forum - 06/18/2019
It is most likely due to the cap on parts warranty, instead of the olh/parts excessive. All but elite dealers (from my understanding) have claim caps. They are listed in Global Warranty, under service agent profile info
Forum - 08/08/2019
I let my service manager know about the changes and he in turn lets all the techs know at the time the changes occur. Every first Wednesday of the month we have a shop meeting and all the changes are gone over again.
Forum - 08/12/2019
... on the job card cannot be used for OLH), supported by technician documentation, and authorized by service management. ...
Forum - 01/17/2020
I did fail to mention that when the policy tool is ran, service mananger should only run it with the labor op and 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...
Kind of vaque question?? Maybe some helpful spots to look... 3.1.1 - Service Agent Responsibility for the Performance of Pre-Delivery Service Update to a portion of 3.1.1, see 7/31/2017 GCUS-9-4481-Correct Transaction Submission of Washer...
Forum - 09/20/2017
... where our rep chastised us during a review that there were authorizations that weren't by the "Service Manager". I would think GM would consider it a conflict of interst for advisors to authorize, but I don't see anything that clearly...
Forum - 08/23/2017
I agree ! I have to do the Cost Comparison! My Service Manager Uhggg! If you could find the end of the internet, HE WOULD!!!
Forum - 08/17/2017
... a Required process and in the bulletin under requirements. I'm lucky to have a service manager who supports me in this as well. I almost wish thay everyone were required to call the PQC for assembly replacements and that the techs were answerable...
Forum - 04/03/2019
Each dealer has a set limit for claim types. Your limits are located in Analyze Warranty, Service Agent Profile, Items not allowed. Any claims over your limit have to be H-routed. Make sure to have your original reciept to attach to your claim.&...
Anybody using AutoMate DMS? - 04/03/2019
... Wondering if anyone out there has experience with AutoMate? Specifically from the Service/Parts/Warranty Admin side, but also how is it overall? We looked at another (AutoSoft) that looked extremely klunky...Love Reynoilds, but they are WAY...
Forum - 04/04/2019
... warranty side, it does take a little bit of learning how to correctly submit warranties through Service Merchandising, but once you get the hang of it, you can get them done within minutes. You can also even upload attachments as soon as you submit ...
Over the Counter Parts Warranty - 04/02/2019
... happen. I have been trying to find information on what/if any authorizations are needed from Service Management before I H-Route to GM. Can someone help me please?Thanks!...
Emission - 03/01/2019
Good Morning, My Service Advisors are always asking for Emission information. Do you have a easy to view for Emission E, E1, E2? I tried the Transcript for Emission under the Training videos. But they are asking for a quick view. Do you have...
Forum - 03/21/2019
... field for the VIN (as required in P&P Article 3.2.2 - see below), continue to to have service management approve. Early bird envelopes or drop-off forms must provide the following fields for the customer to complete: Date including month, day and...
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 - 04/22/2019
Sorry, I know the answer GMPP must comply with all policies contained in the P&P manual. Just return from week of vacation and Service Advisor was insisting she was right. Many Thanks
Mail Out Review & Add On Repairs? - JLWarranty News May 2019 edition - 04/23/2019
... added to the job card after its initial printing for any reason is considered an add on repair. Service management must approve appropriately." There is no verbiage in the article stating that if the added line is related to an original concern...
Forum - 04/24/2019
It is still considered and add on line. All add onlines require Service Management authorization prior to repairs. Each line added must be authroized separately with date, time and explanation. The only exclusion is for servicing dealer-owned inventory...
Forum - 03/27/2019
... and see what they would say. If they authorize it after the fact, a code will be emailed to the service manager/person who submits the request, which then can be submitted to GWM under Pre-Auth....
Wiper Blades coverage? - 05/07/2019
Article in JLWarranty News, Components & Services w/ Limited Coverage, April 2019 issue, states "Wiper blades have limied coverage as well, While not published, it is reported that wiper blades are covered for only 12 months." Question is, unlimited...
(NEW) Administrative Allowance Help Card - 05/29/2019
Certain components and/or services are eligible for an administrative allowance. Administrative Allowances are claimed in the Net/Administrative Allowance fi eld of the transaction.Download Card
Forum - 04/27/2019
... similar to this, the independent shop followed the process where they call the Powertrain Service Center and we call with the final information. What kind of claim would this be? ...
Forum - 04/29/2019
... If the original purchase was part of a repair performed by dealer or ISC, it would be a service agent install. ...
Forum - 06/24/2019
Kristen, it is still coming up on my end: Our chat team is currently closed. Please chat back during normal business hours. All hours are in ET. Dealer Business Center: M-F: 8:00am-8:00pm Service Parts Assistance Center M-F: 8:00am-8:00pm
Forum - 06/12/2019
Wow! that is the craziest service dept story I have heard yet! Glad it was stopped before any more damage was done. try to be nice and what do you get, right?
Forum - 06/18/2019
It is most likely due to the cap on parts warranty, instead of the olh/parts excessive. All but elite dealers (from my understanding) have claim caps. They are listed in Global Warranty, under service agent profile info
Forum - 08/08/2019
I let my service manager know about the changes and he in turn lets all the techs know at the time the changes occur. Every first Wednesday of the month we have a shop meeting and all the changes are gone over again.
Forum - 08/12/2019
... on the job card cannot be used for OLH), supported by technician documentation, and authorized by service management. ...
Forum - 01/17/2020
I did fail to mention that when the policy tool is ran, service mananger should only run it with the labor op and 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...
Forum - 12/16/2019
I made a few forms, kept in our service lane, for forgetful techs. One is for Serial # Required items, one for Tire Replacements Specs and one for Warranty Claim Codes. They help
ODOMETER DISCRPENCY - 01/06/2020
A service advisor provides inaccurate mileage on a vehicle and we are now trying to correct it. This vehicle already paid an open recall with incorrect mileage. I know that I cannot adjust the mileage on a claim. If I debit this back...
Forum - 01/07/2020
Apply service agent self-authorization code M (rollback) to the subsequent transaction with the accurate mileage. Provide documentation in the comments field of the transaction supporting the odometer discrepancy (e.g. mileage was documented incorrectly...
CPO coverage on Bulletins that state "For vehicles repaired under the Bumper-to-Bumper coverage"? - 01/08/2020
... coverage". I just had a claim that rejected for Error 802 : The number of days in service exceeds the vehicle warranty time limit. Could someone tell me if this situation should still be covered? Bulletin PI0091B ...
Forum - 10/18/2019
Based on the Service Procedure (refer to steps 1 and 8) either the C1 battery or the C1B battery-Auxiliary is to be replaced, resulting in the use of the appropriate operation based on the battery replaced.
Forum - 10/30/2019
The only issue I have had actually fell on my service advisors, they had the wrong VIN on the repair order. But I would suggest maybe reaching out to the GM DBC center, through a chat, and if need be, they can escalate it to level 2 to look int...
Forum - 10/30/2019
I think that they have a IT problem and DBC has not been told. Service manager has had me scan in job card and sps sheets and attach to claim with Gm auth to review. The last several weeks it was said they were back logged with claims just like...
What labor op? - 10/15/2019
HiI have a claim here where the vehicle came in because the traction control light, service 4wd light and the park brake light was on. Also when turning vehicle feels like 4WD is locking up. Tech found code C11B3 and found the correlation was not learned....
Cadillac dealership with Drac if no Drac available - 02/25/2020
... 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 and when is the cut off for a Cadillac customer receiving...
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
Retail Radio changed to Policy claim - 03/20/2020
How do we process a claim for a retail radio that technicar has billed the parts department for, but then the service manager for whatever reason has decided to cover the repair or a portion of it under policy? I have a rejected claim currently...
Forum - 02/18/2020
Am curious if your area could justify using it WITH shuttle service available. We only have 1 driver for 3 franchises, but we are not in a 'booming' metro area, so to speak, so most days they are not overrun with shuttles. But, if you were in an area...
Customer enthusiasm after claim rejection - 02/05/2020
... clutch linings replacement, but the vehicle had 13000 miles on it. The 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...
Forum - 06/15/2020
You will have to have service manager to authorize for repeat repair. It may possibly go through if it's not over your limit, but having 2 parts with 1 op code could possibly kick it out. If you have to h route it you will need to send a copy of the previous...
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...
Courtesy Transportation - COVID 19 - 04/29/2020
So serious question here.We are doing pickup and drop off service to get people's cars worked on and drum up some business.I am going to proceed with the logic that under a "normal" in-warranty repair I could recoup some cost by claiming 2-way shuttle....
Closest labor operation - 05/05/2020
... this nature for so long, I cannot remember. Also, if the time exceeds GM's .5 hours for OLH, the Service Manager must sign off, correct?...
Forum - 05/29/2020
If the claim was out of service management's limit's, it would have to be h routed with a copy of the pet attached. I don't know if that was the case. I would'nt think it would reject for additional seals.
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 - 09/01/2020
I was JUST looking at this myself, in the Service P&P on page 107 this is what it says. The completed early bird envelope or drop-off form must be attached to the job card and retained in the vehicle history folder. When necessary, the dealership...
Forum - 08/04/2020
... file must also contain any supporting documentation as noted below or forms associated with a service event or particular job card"....
Forum - 12/31/2020
Thanks for the advice. I tried to clarify with the technician, but he is difficult to get answers from. I'm following up with our service manager to see if he can get some more conctrete information so I can submit this correctly.
oil change - 01/07/2021
... the expiration date is 09/30/2020. after some digging I found out this was a demo that was put in service on 09/30/2020 and sold on 02/07/2020. so my question is what date do I go off of? or can I even claim this? ...
Forum - 12/22/2020
Hi warranty1! Hope the new "EDS" system is going well! The Service Policies and Procedures Manual Article 6.5 provides some detail relating to the Retention and Review of Accounts and Records, including supporting documentation; records that must be retained...
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.
I made a few forms, kept in our service lane, for forgetful techs. One is for Serial # Required items, one for Tire Replacements Specs and one for Warranty Claim Codes. They help
ODOMETER DISCRPENCY - 01/06/2020
A service advisor provides inaccurate mileage on a vehicle and we are now trying to correct it. This vehicle already paid an open recall with incorrect mileage. I know that I cannot adjust the mileage on a claim. If I debit this back...
Forum - 01/07/2020
Apply service agent self-authorization code M (rollback) to the subsequent transaction with the accurate mileage. Provide documentation in the comments field of the transaction supporting the odometer discrepancy (e.g. mileage was documented incorrectly...
CPO coverage on Bulletins that state "For vehicles repaired under the Bumper-to-Bumper coverage"? - 01/08/2020
... coverage". I just had a claim that rejected for Error 802 : The number of days in service exceeds the vehicle warranty time limit. Could someone tell me if this situation should still be covered? Bulletin PI0091B ...
Forum - 10/18/2019
Based on the Service Procedure (refer to steps 1 and 8) either the C1 battery or the C1B battery-Auxiliary is to be replaced, resulting in the use of the appropriate operation based on the battery replaced.
Forum - 10/30/2019
The only issue I have had actually fell on my service advisors, they had the wrong VIN on the repair order. But I would suggest maybe reaching out to the GM DBC center, through a chat, and if need be, they can escalate it to level 2 to look int...
Forum - 10/30/2019
I think that they have a IT problem and DBC has not been told. Service manager has had me scan in job card and sps sheets and attach to claim with Gm auth to review. The last several weeks it was said they were back logged with claims just like...
What labor op? - 10/15/2019
HiI have a claim here where the vehicle came in because the traction control light, service 4wd light and the park brake light was on. Also when turning vehicle feels like 4WD is locking up. Tech found code C11B3 and found the correlation was not learned....
Cadillac dealership with Drac if no Drac available - 02/25/2020
... 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 and when is the cut off for a Cadillac customer receiving...
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
Retail Radio changed to Policy claim - 03/20/2020
How do we process a claim for a retail radio that technicar has billed the parts department for, but then the service manager for whatever reason has decided to cover the repair or a portion of it under policy? I have a rejected claim currently...
Forum - 02/18/2020
Am curious if your area could justify using it WITH shuttle service available. We only have 1 driver for 3 franchises, but we are not in a 'booming' metro area, so to speak, so most days they are not overrun with shuttles. But, if you were in an area...
Customer enthusiasm after claim rejection - 02/05/2020
... clutch linings replacement, but the vehicle had 13000 miles on it. The 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...
Forum - 06/15/2020
You will have to have service manager to authorize for repeat repair. It may possibly go through if it's not over your limit, but having 2 parts with 1 op code could possibly kick it out. If you have to h route it you will need to send a copy of the previous...
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...
Courtesy Transportation - COVID 19 - 04/29/2020
So serious question here.We are doing pickup and drop off service to get people's cars worked on and drum up some business.I am going to proceed with the logic that under a "normal" in-warranty repair I could recoup some cost by claiming 2-way shuttle....
Closest labor operation - 05/05/2020
... this nature for so long, I cannot remember. Also, if the time exceeds GM's .5 hours for OLH, the Service Manager must sign off, correct?...
Forum - 05/29/2020
If the claim was out of service management's limit's, it would have to be h routed with a copy of the pet attached. I don't know if that was the case. I would'nt think it would reject for additional seals.
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 - 09/01/2020
I was JUST looking at this myself, in the Service P&P on page 107 this is what it says. The completed early bird envelope or drop-off form must be attached to the job card and retained in the vehicle history folder. When necessary, the dealership...
Forum - 08/04/2020
... file must also contain any supporting documentation as noted below or forms associated with a service event or particular job card"....
Forum - 12/31/2020
Thanks for the advice. I tried to clarify with the technician, but he is difficult to get answers from. I'm following up with our service manager to see if he can get some more conctrete information so I can submit this correctly.
oil change - 01/07/2021
... the expiration date is 09/30/2020. after some digging I found out this was a demo that was put in service on 09/30/2020 and sold on 02/07/2020. so my question is what date do I go off of? or can I even claim this? ...
Forum - 12/22/2020
Hi warranty1! Hope the new "EDS" system is going well! The Service Policies and Procedures Manual Article 6.5 provides some detail relating to the Retention and Review of Accounts and Records, including supporting documentation; records that must be retained...
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.
Forum - 11/19/2020
Hi CarolRoyal! The GM Service Replacement Parts and Accessories Warranty Quick Reference Chart in the Parts Policies and Procedures Manual (page 108) is a helpful reference tool. Failed parts replaced under warranty or 100% policy are...
Forum - 11/24/2020
I'm sorry but that's how i've always ran the one's i have. If it rejects for usually a repeat repair i have the service manager sign off on it and h route the claim. I actually looked in the P&P but could not find where it actually states that.
Forum - 12/08/2020
In the Auth screen where you put in your S for Service then A for out of warranty or E For Other Labor Hours or R for repeat, you put all the letters that you need to authorize in the CODE box then in the comments explain the need for each one. So...
Forum - 04/16/2021
... DT. If it works with your insurance and you get permission form the guest you can have the tech or service manager driving those vehicles to and from work to add the miles for diagnosis....
Concern Not Duplicated LOP w/instructions for OLH?? - 12/17/2020
Can anyone tell me why there are instructions to submit any time greater than .3 as OLH with appropriate Service Manager approvals in LOP 8469959 when Section 5.3 in P&P clearly states that OLH is not allowed when using Concern Not Duplicated LOP...
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...
Forum - 05/05/2021
... list for a new recall/sub, if the vehicle is old, our BDC rep will call and schedule them in The service writer went off the appt reason and didn't double check status on IVH. I did not attempt to submit, but it would be nice to know if we should at...
Forum - 05/12/2021
When we do our maintenance we add another line for a price difference. We move the oil to that line. It is charged back to advertising. Our service department figures that we do the work so we are not going to take the loss.
Forum - 06/23/2021
Yes, this is a 1 line repair. Your tech needs to have detailed notes and TAC case#. Your service manager needs to aurhtorize for OLH and PART CEILING EXCEEDED. You will need to submit claim to WSC with attachmentments (front & back of RO with manager...
Forum - 06/17/2021
It would be like any olh situation. It would need to be clocked separate and H-routed with an explanation as to why the olh was needed and a copy of hard copy and clock time with service manager auth.
Forum - 03/17/2021
Like Kristin said, some components can't be torn down. If you are speaking of a torque converter failure, thats non-serviceable internally. I had a tech, who retired a few years back, say that what usually comes apart (likely suspect) is something he...
Forum - 02/26/2021
... 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 by one, but I'm not positive. That mail in came about two weeks...
Forum - 01/29/2021
... in possession of their vehicle. This may create a misrepresentation of days out of service in the event of a buyback situation. ...
Forum - 01/13/2021
Very good course of action suggestion 1MaryRuble! Entry of the VIN and mileage in Service Workbench will provide Applicable Warranties as highlighted in green with a check mark in the Valid Warranty column.
Courtesy transportation approval - 01/15/2021
HiI am just wondering if we need to have service management approval/sign off on the hardcopy for rentals for any amount of days.I know we need to get DMA approval for anything beyond 7 days.Thanks, Carol
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...
Forum - 02/19/2021
Thank you. And my service manager just dropped off an email to me that says the same thing. Wish I knew an hour ago, I've been scouring the P&P!
Forum - 12/01/2021
Thanks again...Ok I tried it this way and still got "0 of 0 Service Manual resultes displayed. No results were found for your search". So, I tried just searching using just "VIN" and that worked. Evidently, the word "decoder" in my search...
Forum - 11/29/2021
I typed in VIN decoder, in the service manual search bar, and got Vehicle, Engine and Transmission ID and VIN Location, Derivative and Usage under general info. From there it tells what the different letters/number indicate. But I am with you...
Forum - 12/10/2021
if you read 6.2.1 in the P&P it says "reprints must be signed and authorized by Service Mgt" so according to GM they are allowed,,,when we have been audited ( and i used to do audits for GM as well in the old days ) if a dealer could reference...
Forum - 01/13/2022
These items are on a case-by-case basis, with service manager determining whether the situation warrants the use. There is really no way of GM making an all-encompassing document for usage of tow/rental. CPO's are a whole other demon (from a warranty...
Forum - 01/13/2022
... 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 Transportation bulletin,,,which they then finally admitted it is...
Forum - 01/13/2022
What I am saying, is that it's the service managers role to know what's covered, before it hits your desk. I understand wanting to know, so you don't look like a fool submitting erroneously, but once it hits your desk it's either covered by GM, or at...
Sublet Repair parts - 04/19/2022
in the P&P it says " Service Agents must supply the sublet facility with parts which are used in the performance of the sublet repair" but if we are a GM dealership with a Body Shop and we take in sublet work from another GM store,,,can we supply...
Forum - 02/24/2022
... two LOPs; however, get repeat repair authorization for line 2 since they are related. Route either service agent self authorization for repeat repair if your dealership has the empowerment level. If not, route for GM authorization....
Hi CarolRoyal! The GM Service Replacement Parts and Accessories Warranty Quick Reference Chart in the Parts Policies and Procedures Manual (page 108) is a helpful reference tool. Failed parts replaced under warranty or 100% policy are...
Forum - 11/24/2020
I'm sorry but that's how i've always ran the one's i have. If it rejects for usually a repeat repair i have the service manager sign off on it and h route the claim. I actually looked in the P&P but could not find where it actually states that.
Forum - 12/08/2020
In the Auth screen where you put in your S for Service then A for out of warranty or E For Other Labor Hours or R for repeat, you put all the letters that you need to authorize in the CODE box then in the comments explain the need for each one. So...
Forum - 04/16/2021
... DT. If it works with your insurance and you get permission form the guest you can have the tech or service manager driving those vehicles to and from work to add the miles for diagnosis....
Concern Not Duplicated LOP w/instructions for OLH?? - 12/17/2020
Can anyone tell me why there are instructions to submit any time greater than .3 as OLH with appropriate Service Manager approvals in LOP 8469959 when Section 5.3 in P&P clearly states that OLH is not allowed when using Concern Not Duplicated LOP...
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...
Forum - 05/05/2021
... list for a new recall/sub, if the vehicle is old, our BDC rep will call and schedule them in The service writer went off the appt reason and didn't double check status on IVH. I did not attempt to submit, but it would be nice to know if we should at...
Forum - 05/12/2021
When we do our maintenance we add another line for a price difference. We move the oil to that line. It is charged back to advertising. Our service department figures that we do the work so we are not going to take the loss.
Forum - 06/23/2021
Yes, this is a 1 line repair. Your tech needs to have detailed notes and TAC case#. Your service manager needs to aurhtorize for OLH and PART CEILING EXCEEDED. You will need to submit claim to WSC with attachmentments (front & back of RO with manager...
Forum - 06/17/2021
It would be like any olh situation. It would need to be clocked separate and H-routed with an explanation as to why the olh was needed and a copy of hard copy and clock time with service manager auth.
Forum - 03/17/2021
Like Kristin said, some components can't be torn down. If you are speaking of a torque converter failure, thats non-serviceable internally. I had a tech, who retired a few years back, say that what usually comes apart (likely suspect) is something he...
Forum - 02/26/2021
... 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 by one, but I'm not positive. That mail in came about two weeks...
Forum - 01/29/2021
... in possession of their vehicle. This may create a misrepresentation of days out of service in the event of a buyback situation. ...
Forum - 01/13/2021
Very good course of action suggestion 1MaryRuble! Entry of the VIN and mileage in Service Workbench will provide Applicable Warranties as highlighted in green with a check mark in the Valid Warranty column.
Courtesy transportation approval - 01/15/2021
HiI am just wondering if we need to have service management approval/sign off on the hardcopy for rentals for any amount of days.I know we need to get DMA approval for anything beyond 7 days.Thanks, Carol
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...
Forum - 02/19/2021
Thank you. And my service manager just dropped off an email to me that says the same thing. Wish I knew an hour ago, I've been scouring the P&P!
Forum - 12/01/2021
Thanks again...Ok I tried it this way and still got "0 of 0 Service Manual resultes displayed. No results were found for your search". So, I tried just searching using just "VIN" and that worked. Evidently, the word "decoder" in my search...
Forum - 11/29/2021
I typed in VIN decoder, in the service manual search bar, and got Vehicle, Engine and Transmission ID and VIN Location, Derivative and Usage under general info. From there it tells what the different letters/number indicate. But I am with you...
Forum - 12/10/2021
if you read 6.2.1 in the P&P it says "reprints must be signed and authorized by Service Mgt" so according to GM they are allowed,,,when we have been audited ( and i used to do audits for GM as well in the old days ) if a dealer could reference...
Forum - 01/13/2022
These items are on a case-by-case basis, with service manager determining whether the situation warrants the use. There is really no way of GM making an all-encompassing document for usage of tow/rental. CPO's are a whole other demon (from a warranty...
Forum - 01/13/2022
... 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 Transportation bulletin,,,which they then finally admitted it is...
Forum - 01/13/2022
What I am saying, is that it's the service managers role to know what's covered, before it hits your desk. I understand wanting to know, so you don't look like a fool submitting erroneously, but once it hits your desk it's either covered by GM, or at...
Sublet Repair parts - 04/19/2022
in the P&P it says " Service Agents must supply the sublet facility with parts which are used in the performance of the sublet repair" but if we are a GM dealership with a Body Shop and we take in sublet work from another GM store,,,can we supply...
Forum - 02/24/2022
... two LOPs; however, get repeat repair authorization for line 2 since they are related. Route either service agent self authorization for repeat repair if your dealership has the empowerment level. If not, route for GM authorization....
Forum - 02/25/2022
... then possible to view specific high expense repairs in GWM and the corresponding job card in the service history file as a means of identifying trends and/or areas requiring corrective action....
Updated P&P, Section 5.8.1...13th bullet point?? - 03/24/2022
... this section states, "When performing electrical repairs other than programming, GM will reimburse Service Agent up to 0.3 hour, as published in the GM Labor Time Guide, for charging circuit diagnosis in conjunction with electrical repairs." Can...
Verified Concern - 01/21/2022
... that the specific verbage "Verified concern" MUST be in the cause field. I have looked at Service P&P as well as Warranty P&P along with the 8 point bulletin 04-00-89-015 and can not find anywhere that the specific verbage is required. ...
Forum - 02/15/2022
... leave you claiming .2 in olh for the other 2 glow plugs. that would be my way of doing it. your service manaer will have to auth it for excessive parts or you may have to end up h-routing. This is my opinion only....
Forum - 02/15/2022
You'll find it under your apps listed as the ISTORE. You can find service materials such as multi-point inspection forms, warranty parts tags, seat covers, clothing etc.... It's billed to your open parts account. Really about the only thing i order is...
Forum - 06/30/2021
... them will come back to bite you. We 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...
Courtesy Transportation - 07/19/2021
... Policies states Non-GM rentals should only be provided as last resort. My question is should Service Manager sign, explain date and time. Of course this will probably reject? Thank you...
4062391 VALVE LIFTER REPLACEMENT, BOTH BANKS - 07/23/2021
Has anyone else had a claim on 2021 Silverado with lifters on both banks? Recent emails from GM and Service Bulletins state if less than 8,000 miles, replace all lifters. That is what we did, now we are struggling to get paid. It is...
Work completed repair order flow process - 07/26/2021
... a repair order. We do not have a booker so when the 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...
Forum - 11/05/2021
... under the Resources tab in the Member's Area. The card outlines each of the covered Maintenance services with the corresponding labor operation, description, and labor time for reimbursement....
Forum - 10/01/2021
CPO Resource center loop hole, I agree with service manager. not covered. may have a case with the DMA
Forum - 10/14/2021
Thank you! My Service Manager thinks he does not need to sign, 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&...
Forum - 10/20/2021
I haven't read that there needs to be a shuttle log. Do you know where I can find that? I have to show my service manager so we can start that.
CUSTOMER ADDRESS - 09/15/2021
We just had one of our service 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...
Forum - 09/21/2021
... and my suggestion would be to check local law requirements. My state laws clearly state that service repair orders are required to have the owner's name, address and phone number clearly printed on them. The manufacturer might not require...
Same visit part warranty - 09/23/2021
... go in the OLH. My confusion is we don't have treat that time like OLH in the sense that my service manager does not have to write his authorization for OLH, right? I can't seem to find this written down anywhere. ...
Forum - 09/24/2021
... considered straight time, but, if the LTG shows time for the repair the balance would be OLH and service management would approve about the vehicle being over 10 years and it is not true OLH....
Forum - 09/28/2021
My service manager always signs off on any OLH, even for consequential damage. He would rather his signature be there, and not worry about a problem later on. But from what I remember reading you would need his signature for OLH for the battery and as...
Forum - 09/29/2021
I am probably wrong, but i think you(the service manager) need to add another line to the same job card stating what happened and use your r auth Of course if it's over 500.00 it would have to be h-routed.
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!
Re: DA report replacement? - 04/12/2010
On Global, under the "Analyze Warranty" tab select "Service Agent Analysis Summary Report". From there you can open a PDF with lots of info in it.
What are your dealership’s operating hours? - 06/07/2010
... it looked like one heck of a day to sell cars. I called that store the next morning from my service desk. The new car sales manager said that at one time they had counted approximately 100 people in the dealership. At least a dozen new cars were sold...
Re: What are your dealership’s operating hours? - 06/08/2010
Service & Parts Department open Monday - Friday 7:00am - 8:00pm. Saturday 8:00am - 2:00pm Sales Department is open Monday - Friday 9:00am - 8:00pm. Saturday 9:00am - 6:00pm. Last Sunday of every month 12:00pm - 5:00pm. Bodyshop open Monday - Friday 8:00am ...
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: Has anyone been to a JL Warranty class for global yet? if so how was it? - 03/03/2010
MY SERVICE MANAGER AND I WENT TO DALLAS MEETING AND LEARNED LOTS!!!!! WELL WORTH THE MONEY!!! I WOULD ALSO RECOMMEND HAVING YOUR MANAGER GO WITH YOU. IF YOU CAN GET YOUR ADVISORS TO GO IT WOULD HELP YOU AS WELL....THEY DO GO OVER THE SUBMISSION PROCESS...
... then possible to view specific high expense repairs in GWM and the corresponding job card in the service history file as a means of identifying trends and/or areas requiring corrective action....
Updated P&P, Section 5.8.1...13th bullet point?? - 03/24/2022
... this section states, "When performing electrical repairs other than programming, GM will reimburse Service Agent up to 0.3 hour, as published in the GM Labor Time Guide, for charging circuit diagnosis in conjunction with electrical repairs." Can...
Verified Concern - 01/21/2022
... that the specific verbage "Verified concern" MUST be in the cause field. I have looked at Service P&P as well as Warranty P&P along with the 8 point bulletin 04-00-89-015 and can not find anywhere that the specific verbage is required. ...
Forum - 02/15/2022
... leave you claiming .2 in olh for the other 2 glow plugs. that would be my way of doing it. your service manaer will have to auth it for excessive parts or you may have to end up h-routing. This is my opinion only....
Forum - 02/15/2022
You'll find it under your apps listed as the ISTORE. You can find service materials such as multi-point inspection forms, warranty parts tags, seat covers, clothing etc.... It's billed to your open parts account. Really about the only thing i order is...
Forum - 06/30/2021
... them will come back to bite you. We 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...
Courtesy Transportation - 07/19/2021
... Policies states Non-GM rentals should only be provided as last resort. My question is should Service Manager sign, explain date and time. Of course this will probably reject? Thank you...
4062391 VALVE LIFTER REPLACEMENT, BOTH BANKS - 07/23/2021
Has anyone else had a claim on 2021 Silverado with lifters on both banks? Recent emails from GM and Service Bulletins state if less than 8,000 miles, replace all lifters. That is what we did, now we are struggling to get paid. It is...
Work completed repair order flow process - 07/26/2021
... a repair order. We do not have a booker so when the 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...
Forum - 11/05/2021
... under the Resources tab in the Member's Area. The card outlines each of the covered Maintenance services with the corresponding labor operation, description, and labor time for reimbursement....
Forum - 10/01/2021
CPO Resource center loop hole, I agree with service manager. not covered. may have a case with the DMA
Forum - 10/14/2021
Thank you! My Service Manager thinks he does not need to sign, 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&...
Forum - 10/20/2021
I haven't read that there needs to be a shuttle log. Do you know where I can find that? I have to show my service manager so we can start that.
CUSTOMER ADDRESS - 09/15/2021
We just had one of our service 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...
Forum - 09/21/2021
... and my suggestion would be to check local law requirements. My state laws clearly state that service repair orders are required to have the owner's name, address and phone number clearly printed on them. The manufacturer might not require...
Same visit part warranty - 09/23/2021
... go in the OLH. My confusion is we don't have treat that time like OLH in the sense that my service manager does not have to write his authorization for OLH, right? I can't seem to find this written down anywhere. ...
Forum - 09/24/2021
... considered straight time, but, if the LTG shows time for the repair the balance would be OLH and service management would approve about the vehicle being over 10 years and it is not true OLH....
Forum - 09/28/2021
My service manager always signs off on any OLH, even for consequential damage. He would rather his signature be there, and not worry about a problem later on. But from what I remember reading you would need his signature for OLH for the battery and as...
Forum - 09/29/2021
I am probably wrong, but i think you(the service manager) need to add another line to the same job card stating what happened and use your r auth Of course if it's over 500.00 it would have to be h-routed.
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!
Re: DA report replacement? - 04/12/2010
On Global, under the "Analyze Warranty" tab select "Service Agent Analysis Summary Report". From there you can open a PDF with lots of info in it.
What are your dealership’s operating hours? - 06/07/2010
... it looked like one heck of a day to sell cars. I called that store the next morning from my service desk. The new car sales manager said that at one time they had counted approximately 100 people in the dealership. At least a dozen new cars were sold...
Re: What are your dealership’s operating hours? - 06/08/2010
Service & Parts Department open Monday - Friday 7:00am - 8:00pm. Saturday 8:00am - 2:00pm Sales Department is open Monday - Friday 9:00am - 8:00pm. Saturday 9:00am - 6:00pm. Last Sunday of every month 12:00pm - 5:00pm. Bodyshop open Monday - Friday 8:00am ...
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: Has anyone been to a JL Warranty class for global yet? if so how was it? - 03/03/2010
MY SERVICE MANAGER AND I WENT TO DALLAS MEETING AND LEARNED LOTS!!!!! WELL WORTH THE MONEY!!! I WOULD ALSO RECOMMEND HAVING YOUR MANAGER GO WITH YOU. IF YOU CAN GET YOUR ADVISORS TO GO IT WOULD HELP YOU AS WELL....THEY DO GO OVER THE SUBMISSION PROCESS...
Re: PARTS EXPEDITE FROM ANOTHER DEALER - 03/05/2010
IN GLOBAL YOU CHECK THE SERVICE AGENT TRADE BOX AND PUT THE ACTUAL AMOUNT FOR THE PART.PUT YOUR EXACT AMOUNT PLUS THE OTHER DEALERS MARK UP.ITS EASY PAYS EVERY TIME WE DO IT
Re: PARTS EXPEDITE FROM ANOTHER DEALER - 03/05/2010
... 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 should be entered in the "Cost per Part" box. The...
Re: OIL, LUBE, AND FILTER COUPONS.... - 02/23/2010
KATINA...... REF.NUMBER: PARTS / PROGRAMS AND PROMOTIONS / G_0000041021 SPO MESSAGE - SALES AND SERVICE PRIVATE FREE AGENT INCENTIVE PROGRAM - SERVICE OFFER INFORMATION HOPE THIS HELPS
Towing - 03/02/2011
My service manager asked that I find out if there was a max dollar amount for warranty towing. I found: 1.2.4.6 - Towing Policies Towing policies covered in Article 1.5.14 also apply to covered repairs under the GM Parts and Accessories Warranties when...
Re: Towing - 03/11/2011
You can actually look up your towing limit on Global Warranty by selecting the "Analyze Warranty" tab and then "View Service Agent Profile". Change the drop down box on the page to GM-US then click "Other Items Not Allowed" and at the bottom it shows...
Re: Requirements - 02/10/2011
being a small dealership, my service manager and i work closely on all warranty claims to make sure we have everything needed before the claim is submitted..he is very much aware of what goes on in the shop...
Re: GM Accessories added after vehicle delivery - 03/29/2011
... these. This is how we handled it. The sales department applies for the labor thru business choice. Service opens a repair order and books the labor warranty so it hits the warranty schedule so it can be tracked. Within 2 weeks payment shows up on open...
TRANSPORTATION CLAIMS - 04/04/2011
WE HAVE A T-CLAIM WHERE THE VEHICLE HAS SOME SPOTS ON IN THAT HAS ATE INTO THE PAINT.CAME OFF THE TRANSPORTER LIKE THAT.SERVICE MANAGER DIDNT CATCH IT WHEN THE VEHICLE CAME IN ON 3-26-11.CAN I STILL RUN IT AS A T-CLAIM.
Reimburse customer for independent work? - 04/07/2011
... has provided us with his copy of the invoice for the repair, including his proof of payment. My service manager has asked me to submit this to get the customer reimbursed, how do I do this? ...
Re: Reimburse customer for independent work? - 04/07/2011
YOU WOULD GET YOUR SERVICE ADVISOR TO WRITE A REPAIR ORDER OR JOB CARD AS THEY SAY NOW, LOOK UP THE LABOR OP AND TIME FOR THE REPAIR AND COST OF PARTS PLUS 40% AND PUT IT IN NET AMOUNT AND H ROUTE WITH COMMENTS TO YOUR REP FOR AUTH, AND ISSUE A CHECK...
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.
SULEV Emission Limited Warranty - 12/10/2010
Does anybody know what the above SULEV Emission Limited Warranty is? I cannot find it in GM service p&p. We have a 2006 Pontiac Grand Prix in our shop that shows this warranty, which is seperate from the Emission Limited Warranty
Re: DMA Authorization Form - 12/14/2010
The form is called Fixed Operations Manager Authorization. The form was faxed to us by our service rep. Must be filled out and scanned in and e-mailed to rep, they send it from there. There is 2 phone numbers on the form for questions. WSC (866)446-2900...
authorization question - 08/30/2010
Service management approval is required for the replacement of tires between 12,001 and 24,000 miles on 2010 and prior model years. • Tires replaced after 24,000 miles require approval from the Fixed Operations Manager on 2010 and prior model years. Does ...
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: srta trans warranty - 09/20/2010
... GM Policy & Procedures Manual- ARTICLE 1 1.1 - General Motors Warranties 1.1.3 - General Motors Service Replacement Parts and Accessories Warranties General Motors Service Replacement Parts and Accessories Warranties The Reference Chart is available...
REYNOLDS: NEW AUTH SCREEN - 11/05/2010
ON THE NEW "AUTH" SCREEN ..... HOW CAN YOU DELETE SOMETHING YOU PUT IN WRONG ?? EX: I USED SELF AUTH E UNDER #4 SERVICE MANAGEMENT AUTH WITH COMMENTS UNDER #5 ---- BUT TURNS OUT IT REQUIRED GM AUTH UNDER #3 ... HOW DO YOU GET RID OF COMMENTS ON #5
Re: GW QUESTION cause/complaint codes - 01/19/2010
WE ARE STILL ON WINS.... BUT AS FAR AS THESE GM SERVICE CERTIFICATES, I AM STAMPING THEM PAID & MARKING THE WRITE OFF DIFFERENCE "SPLIT TO ALL DEPARTMENTS" -- I ALSO AGREE "WHOLLY COW" ON HOW MUCH WE ARE LOSING.
Re: GWM roadside - 02/11/2010
... since there is a bulletin on Roadside and it worked. I just put in the complaint info "Roadside service towing" since ours was a tow. Haven't come across anything showing what to use for sure. ...
Deductible - 02/12/2010
... the vehicle was out of factory warranty. The customer does have a GMPP with a $200 ded. The service manager wants the deductible overridden. I know I have to submit it to GMPP now but how do I retrieve the $200 deductible from GM?...
Excessive rental - 12/14/2009
... get some insight on what everyone uses as backup for RO's with excessive rental...seems like the service dept. in starting to slack a little and i was wondering what everyone else uses to support a excessive rental claim. Thanks!...
Re: PDI adds- loose shipped parts - 01/11/2010
Our Service Manager made the "executive" decision that if the RPO of the vehicle isn't included in the PDI adds list then the part was to be installed with the time included for prep. Just thought I'd give an update on how we are handling these. Thanks...
Re: Global Warranty Management - 01/12/2010
We never received the email but have found out that we are going live so to speak Monday the 18th. Our service advisors have no training. Pray for us on Monday. Is going to be a long couple of weeks.
Re: DOCUMENT 2239750 STEERING AND FRONT SUSPENSION NOISE CONCERNS - 01/21/2010
I would use E9478 as my main labor op and put the time for the links in as OLH. Use my "E" authorization code and note the Service Bulletin number and OLH time for the links in comments.
Re: GMPP - WINDSHIELD REPLACEMENT DUE TO DEFROSTER TAB BROKEN - 08/26/2009
When we have glass that needs replaced for broken tabs my service manager must first contact our GMPP rep for approval. He has us submit using the have wiring op. You might want to call your rep to see how he would like it submitted. If you don't have...
IN GLOBAL YOU CHECK THE SERVICE AGENT TRADE BOX AND PUT THE ACTUAL AMOUNT FOR THE PART.PUT YOUR EXACT AMOUNT PLUS THE OTHER DEALERS MARK UP.ITS EASY PAYS EVERY TIME WE DO IT
Re: PARTS EXPEDITE FROM ANOTHER DEALER - 03/05/2010
... 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 should be entered in the "Cost per Part" box. The...
Re: OIL, LUBE, AND FILTER COUPONS.... - 02/23/2010
KATINA...... REF.NUMBER: PARTS / PROGRAMS AND PROMOTIONS / G_0000041021 SPO MESSAGE - SALES AND SERVICE PRIVATE FREE AGENT INCENTIVE PROGRAM - SERVICE OFFER INFORMATION HOPE THIS HELPS
Towing - 03/02/2011
My service manager asked that I find out if there was a max dollar amount for warranty towing. I found: 1.2.4.6 - Towing Policies Towing policies covered in Article 1.5.14 also apply to covered repairs under the GM Parts and Accessories Warranties when...
Re: Towing - 03/11/2011
You can actually look up your towing limit on Global Warranty by selecting the "Analyze Warranty" tab and then "View Service Agent Profile". Change the drop down box on the page to GM-US then click "Other Items Not Allowed" and at the bottom it shows...
Re: Requirements - 02/10/2011
being a small dealership, my service manager and i work closely on all warranty claims to make sure we have everything needed before the claim is submitted..he is very much aware of what goes on in the shop...
Re: GM Accessories added after vehicle delivery - 03/29/2011
... these. This is how we handled it. The sales department applies for the labor thru business choice. Service opens a repair order and books the labor warranty so it hits the warranty schedule so it can be tracked. Within 2 weeks payment shows up on open...
TRANSPORTATION CLAIMS - 04/04/2011
WE HAVE A T-CLAIM WHERE THE VEHICLE HAS SOME SPOTS ON IN THAT HAS ATE INTO THE PAINT.CAME OFF THE TRANSPORTER LIKE THAT.SERVICE MANAGER DIDNT CATCH IT WHEN THE VEHICLE CAME IN ON 3-26-11.CAN I STILL RUN IT AS A T-CLAIM.
Reimburse customer for independent work? - 04/07/2011
... has provided us with his copy of the invoice for the repair, including his proof of payment. My service manager has asked me to submit this to get the customer reimbursed, how do I do this? ...
Re: Reimburse customer for independent work? - 04/07/2011
YOU WOULD GET YOUR SERVICE ADVISOR TO WRITE A REPAIR ORDER OR JOB CARD AS THEY SAY NOW, LOOK UP THE LABOR OP AND TIME FOR THE REPAIR AND COST OF PARTS PLUS 40% AND PUT IT IN NET AMOUNT AND H ROUTE WITH COMMENTS TO YOUR REP FOR AUTH, AND ISSUE A CHECK...
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.
SULEV Emission Limited Warranty - 12/10/2010
Does anybody know what the above SULEV Emission Limited Warranty is? I cannot find it in GM service p&p. We have a 2006 Pontiac Grand Prix in our shop that shows this warranty, which is seperate from the Emission Limited Warranty
Re: DMA Authorization Form - 12/14/2010
The form is called Fixed Operations Manager Authorization. The form was faxed to us by our service rep. Must be filled out and scanned in and e-mailed to rep, they send it from there. There is 2 phone numbers on the form for questions. WSC (866)446-2900...
authorization question - 08/30/2010
Service management approval is required for the replacement of tires between 12,001 and 24,000 miles on 2010 and prior model years. • Tires replaced after 24,000 miles require approval from the Fixed Operations Manager on 2010 and prior model years. Does ...
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: srta trans warranty - 09/20/2010
... GM Policy & Procedures Manual- ARTICLE 1 1.1 - General Motors Warranties 1.1.3 - General Motors Service Replacement Parts and Accessories Warranties General Motors Service Replacement Parts and Accessories Warranties The Reference Chart is available...
REYNOLDS: NEW AUTH SCREEN - 11/05/2010
ON THE NEW "AUTH" SCREEN ..... HOW CAN YOU DELETE SOMETHING YOU PUT IN WRONG ?? EX: I USED SELF AUTH E UNDER #4 SERVICE MANAGEMENT AUTH WITH COMMENTS UNDER #5 ---- BUT TURNS OUT IT REQUIRED GM AUTH UNDER #3 ... HOW DO YOU GET RID OF COMMENTS ON #5
Re: GW QUESTION cause/complaint codes - 01/19/2010
WE ARE STILL ON WINS.... BUT AS FAR AS THESE GM SERVICE CERTIFICATES, I AM STAMPING THEM PAID & MARKING THE WRITE OFF DIFFERENCE "SPLIT TO ALL DEPARTMENTS" -- I ALSO AGREE "WHOLLY COW" ON HOW MUCH WE ARE LOSING.
Re: GWM roadside - 02/11/2010
... since there is a bulletin on Roadside and it worked. I just put in the complaint info "Roadside service towing" since ours was a tow. Haven't come across anything showing what to use for sure. ...
Deductible - 02/12/2010
... the vehicle was out of factory warranty. The customer does have a GMPP with a $200 ded. The service manager wants the deductible overridden. I know I have to submit it to GMPP now but how do I retrieve the $200 deductible from GM?...
Excessive rental - 12/14/2009
... get some insight on what everyone uses as backup for RO's with excessive rental...seems like the service dept. in starting to slack a little and i was wondering what everyone else uses to support a excessive rental claim. Thanks!...
Re: PDI adds- loose shipped parts - 01/11/2010
Our Service Manager made the "executive" decision that if the RPO of the vehicle isn't included in the PDI adds list then the part was to be installed with the time included for prep. Just thought I'd give an update on how we are handling these. Thanks...
Re: Global Warranty Management - 01/12/2010
We never received the email but have found out that we are going live so to speak Monday the 18th. Our service advisors have no training. Pray for us on Monday. Is going to be a long couple of weeks.
Re: DOCUMENT 2239750 STEERING AND FRONT SUSPENSION NOISE CONCERNS - 01/21/2010
I would use E9478 as my main labor op and put the time for the links in as OLH. Use my "E" authorization code and note the Service Bulletin number and OLH time for the links in comments.
Re: GMPP - WINDSHIELD REPLACEMENT DUE TO DEFROSTER TAB BROKEN - 08/26/2009
When we have glass that needs replaced for broken tabs my service manager must first contact our GMPP rep for approval. He has us submit using the have wiring op. You might want to call your rep to see how he would like it submitted. If you don't have...
GM GLOBAL CONNECT ISSUE - 09/10/2009
HAS ANYONE ELSE COME ACCROSS NEEDING A "EDSNET ID" FOR GETTING INTO SERVICE UPDATE BULLETIN INFORMATION OFF OF GM GLOBAL CONNECT ??? DOES ANYONE HAVE ANY IDEA WHAT IT IS ??
Lost Rep - 09/21/2009
Just curious if anyone else lost their Service Rep on Friday? Ours got reassigned to a different area. Not sure who we got in return. Kinda crazy!
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...
Re: Yet Another Part Warranty Question - 11/16/2009
Thanks Mike! I agree with your position, and was just hoping I could come up with something on paper to sway the service manager. I appreciate your response.
Re: Parts Missing From LPO Add-on DVD headrests - 11/19/2009
Ok, yeah my service manager says they are coming installed from factory, but we have one we are redoing from back when we installed them. It was *never as easy as the video.
Re: Can you claim turning on after blow function on hvac? - 11/10/2009
Please refer to GM service bulletin 99-01-39-004C. Although you are not installing an afterblow module or cooling coil coating, I believe that using the labor operation D3316 as outlined in the bulletin would be the "closest to" code. I have used it in...
Re: CLOSED RECALL - 10/13/2009
If you look at Ref. number: Service / Field Action / G_0000039956 in Global connect it states that recall 09041A and recall 09077A had some vins that were included in the recall vin list mistakenly. There is even a letter that was sent to the customer...
Global Warranty Management - 10/01/2009
With the new system, will service advisors be submitting the claims or will the Warranty Clerk still be submitting them? We have been taking the GM training modules on the new system and are unsure who is doing what now. Thanks for you help!
Re: ISUZU - OVER COUNTER PART - 10/06/2009
WE ARE ENGINE ONLY ON ISUZU SO OUR CLAIMS GO THROUGH ICS. ARE YOU AN ISUZU DEALER ALSO? IF YOU GO THROUGH ICS THEN YOU GO TO THE SERVICE TAB,CLAIM ENTRY TAB, AND THEN PARTS WARRANTY TAB.
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: WILL WE SURVIVE???? - 04/28/2009
... blow, but not to different from when they discontinued Oldsmobile. Fortunatly we stay busy in service and are doing pretty well. It will hit small dealers hard. It forces everyone to step up their game and keep the ball going. Good luck to all! ...
Re: WILL WE SURVIVE???? - 04/30/2009
... store and things are really getting slow. I think we have only sold about 18 cars this month. Service hasn't been as bad. My husband and I both work here so I'm praying that we stay open. I'm not sure how things will be after Pontiac is gone. Have ...
INSTOCK VEHICLE RECALL - 05/14/2009
DID I MISS SOMETHING? I THOUGHT IF YOU WENT INTO SERVICE UPDATE INFORMATION BULLETIN LINK YOU COULD GET A LIST OF ALL IN STOCK VEHICLES YOUR DEALER HAS WITH OPEN RECALLS. WHEN I DO MINE IT SHOWS NO OPEN RECALLS. I HAD MY CASHIER RUN VISS'S ON ALL OF...
Re: PARTS WARRANTY - 05/29/2009
I've put this type of claim in both ways.... both parts on one RO with service manager sig & B auth (not claim type B), as well as separate RO & labor. Seems the separate one always gets paid the 1st time & I end up Hrouting the claim if both parts are...
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: Global Warranty - 08/12/2009
Mine won't work. When I click on the link I get an error page saying "Unexpected Authentication Challenge". I've seen it listed under the service workbench for some time, but have never been able to access it.
Global Warranty - 08/12/2009
Did you know you could find global warranty in global connect under the service workbench and that it appears to be what the active global warranty interface will be, with exception of it is not currently active. You can play around with it though to...
Goodwrench and Go Rewards - 07/22/2009
As most of you probably know with summer car care the service advisors are able to receive a spiff through goodwrench and go of $5 per axle, $2.50 per tire, and $1 per wiper blade or refill. I recently put in some blades and they kept telling me part...
Beep… Beep… Beep - 07/23/2009
I pulled my little car into the service drive to have a burnt out tail light replaced. The advisor opened an RO and I requested the tech who usually works on my car. That evening I found my car parked nose in along the parts building, across from the...
Re: 2010 CAMARO - STRIPS - 08/04/2009
I think that these should pay at regular warranty labor rates. reference message Service / Warranty / G_0000024639. If not were can I find that documented? They were only paying at $70. when they were paid through accessories.
60/60000 powertrain U.S. limited warranty - 03/13/2009
We have a 2005 Chevy Cobalt in for service that is showing the above listed powertrain warranty. Has anyone heard of it? I am trying to find it in P&P and cannot locate it. Was this a special thing Chevy did at one time? I am trying to find out description...
Re: J6354 - 03/25/2009
... paragraph: Emissions-related calibration updates will be announced through a GM Technical Service Bulletin with specific guidelines of coverage for each model affected. A special emission-related reprogramming labor operation will be used. The labor...
Re: OOPS - 03/31/2009
We had a older slightly alzhiemer porter once. who drove a s-10 off out of the service bay. He was going about 20mph when he realized he was in drive and heit the wall the techs tool box and cart were nicely wrapped aroung the bumper and all of my paper...
PARTS WARRANTY ON SEALS AND GASKETS - 04/08/2009
I NEED SOMETHING IN WRITING TELLING ME ABOUT PARTS WARRANTY ON SEALS AND GASKETS. I HAVE A LITTLE ISSUE GOING ON AGAINST 1 SERVICE ADVISOR. PLEASE HELP ME PROVE MY POINT!!!!!! THANKS IN ADVANCE~!!
Re: PARTS WARRANTY ON SEALS AND GASKETS - 04/09/2009
... BACK FOR DAMN NEAR EVERY SEAL OR GASKET WE WARRANTIED, THERE ARE NO PARTS WARRANTIES ON THEM. THE SERVICE MANAGER HAS TO PROVE IT ISN'T IMPROPER INSTALLATION BEFORE I'LL SUBMIT IT. USUALLY, THE TECH THAT ORIGINALLY DID THE REPAIR PAYS FOR THE SECOND...
HAS ANYONE ELSE COME ACCROSS NEEDING A "EDSNET ID" FOR GETTING INTO SERVICE UPDATE BULLETIN INFORMATION OFF OF GM GLOBAL CONNECT ??? DOES ANYONE HAVE ANY IDEA WHAT IT IS ??
Lost Rep - 09/21/2009
Just curious if anyone else lost their Service Rep on Friday? Ours got reassigned to a different area. Not sure who we got in return. Kinda crazy!
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...
Re: Yet Another Part Warranty Question - 11/16/2009
Thanks Mike! I agree with your position, and was just hoping I could come up with something on paper to sway the service manager. I appreciate your response.
Re: Parts Missing From LPO Add-on DVD headrests - 11/19/2009
Ok, yeah my service manager says they are coming installed from factory, but we have one we are redoing from back when we installed them. It was *never as easy as the video.
Re: Can you claim turning on after blow function on hvac? - 11/10/2009
Please refer to GM service bulletin 99-01-39-004C. Although you are not installing an afterblow module or cooling coil coating, I believe that using the labor operation D3316 as outlined in the bulletin would be the "closest to" code. I have used it in...
Re: CLOSED RECALL - 10/13/2009
If you look at Ref. number: Service / Field Action / G_0000039956 in Global connect it states that recall 09041A and recall 09077A had some vins that were included in the recall vin list mistakenly. There is even a letter that was sent to the customer...
Global Warranty Management - 10/01/2009
With the new system, will service advisors be submitting the claims or will the Warranty Clerk still be submitting them? We have been taking the GM training modules on the new system and are unsure who is doing what now. Thanks for you help!
Re: ISUZU - OVER COUNTER PART - 10/06/2009
WE ARE ENGINE ONLY ON ISUZU SO OUR CLAIMS GO THROUGH ICS. ARE YOU AN ISUZU DEALER ALSO? IF YOU GO THROUGH ICS THEN YOU GO TO THE SERVICE TAB,CLAIM ENTRY TAB, AND THEN PARTS WARRANTY TAB.
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: WILL WE SURVIVE???? - 04/28/2009
... blow, but not to different from when they discontinued Oldsmobile. Fortunatly we stay busy in service and are doing pretty well. It will hit small dealers hard. It forces everyone to step up their game and keep the ball going. Good luck to all! ...
Re: WILL WE SURVIVE???? - 04/30/2009
... store and things are really getting slow. I think we have only sold about 18 cars this month. Service hasn't been as bad. My husband and I both work here so I'm praying that we stay open. I'm not sure how things will be after Pontiac is gone. Have ...
INSTOCK VEHICLE RECALL - 05/14/2009
DID I MISS SOMETHING? I THOUGHT IF YOU WENT INTO SERVICE UPDATE INFORMATION BULLETIN LINK YOU COULD GET A LIST OF ALL IN STOCK VEHICLES YOUR DEALER HAS WITH OPEN RECALLS. WHEN I DO MINE IT SHOWS NO OPEN RECALLS. I HAD MY CASHIER RUN VISS'S ON ALL OF...
Re: PARTS WARRANTY - 05/29/2009
I've put this type of claim in both ways.... both parts on one RO with service manager sig & B auth (not claim type B), as well as separate RO & labor. Seems the separate one always gets paid the 1st time & I end up Hrouting the claim if both parts are...
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: Global Warranty - 08/12/2009
Mine won't work. When I click on the link I get an error page saying "Unexpected Authentication Challenge". I've seen it listed under the service workbench for some time, but have never been able to access it.
Global Warranty - 08/12/2009
Did you know you could find global warranty in global connect under the service workbench and that it appears to be what the active global warranty interface will be, with exception of it is not currently active. You can play around with it though to...
Goodwrench and Go Rewards - 07/22/2009
As most of you probably know with summer car care the service advisors are able to receive a spiff through goodwrench and go of $5 per axle, $2.50 per tire, and $1 per wiper blade or refill. I recently put in some blades and they kept telling me part...
Beep… Beep… Beep - 07/23/2009
I pulled my little car into the service drive to have a burnt out tail light replaced. The advisor opened an RO and I requested the tech who usually works on my car. That evening I found my car parked nose in along the parts building, across from the...
Re: 2010 CAMARO - STRIPS - 08/04/2009
I think that these should pay at regular warranty labor rates. reference message Service / Warranty / G_0000024639. If not were can I find that documented? They were only paying at $70. when they were paid through accessories.
60/60000 powertrain U.S. limited warranty - 03/13/2009
We have a 2005 Chevy Cobalt in for service that is showing the above listed powertrain warranty. Has anyone heard of it? I am trying to find it in P&P and cannot locate it. Was this a special thing Chevy did at one time? I am trying to find out description...
Re: J6354 - 03/25/2009
... paragraph: Emissions-related calibration updates will be announced through a GM Technical Service Bulletin with specific guidelines of coverage for each model affected. A special emission-related reprogramming labor operation will be used. The labor...
Re: OOPS - 03/31/2009
We had a older slightly alzhiemer porter once. who drove a s-10 off out of the service bay. He was going about 20mph when he realized he was in drive and heit the wall the techs tool box and cart were nicely wrapped aroung the bumper and all of my paper...
PARTS WARRANTY ON SEALS AND GASKETS - 04/08/2009
I NEED SOMETHING IN WRITING TELLING ME ABOUT PARTS WARRANTY ON SEALS AND GASKETS. I HAVE A LITTLE ISSUE GOING ON AGAINST 1 SERVICE ADVISOR. PLEASE HELP ME PROVE MY POINT!!!!!! THANKS IN ADVANCE~!!
Re: PARTS WARRANTY ON SEALS AND GASKETS - 04/09/2009
... BACK FOR DAMN NEAR EVERY SEAL OR GASKET WE WARRANTIED, THERE ARE NO PARTS WARRANTIES ON THEM. THE SERVICE MANAGER HAS TO PROVE IT ISN'T IMPROPER INSTALLATION BEFORE I'LL SUBMIT IT. USUALLY, THE TECH THAT ORIGINALLY DID THE REPAIR PAYS FOR THE SECOND...
Re: OLD RECALL LISTING ???? - 04/10/2009
... MY DAUGHTERS 1994 GRAN AM I RAN INTO THE SAME THING WITH AN OLD RECALL. YOU MIGHT SEE IF YOUR SERVICE DEPT HAS ANY OLD PRINTOUTS OF PAST RECALLS AND SUCH. OR CALL DBC AND ASK THEM YOU WILL HAVE TO H ROUTE WHATEVER YOU DO BECAUSE OF THE AGE OF THE ...
Re: Monday morning brain fog-- goodwill question - 03/30/2009
Your service mgr can goodwill the IPC. Since the SP 07187's experiation is 7yrs/70k, his/her goodwill is good for an additional 24/24 if he has that authorization. That means he/she can cover the claim to 9yrs/90k. This was per my AVM. Hope this help...
Re: SHIFT LEVER LABOR OP CONFUSION - 03/30/2009
... tech will need to show/specify why he needs extra time and it would have to be approved by your Service Mgr. Hope this helps...
Re: Door Hinge - 02/27/2009
It does look that way. If the tech thinks he should be paid more then what is listed I would have the tech get with the service mgr for OLH. The labor op B4010 states for Front Side Door Upper Hinge & Lower Hinge Replacement, so I would like it should...
TRANS REPLACEMENT - 03/03/2009
2006 BUICK LESABRE // IN SERVICE DATE 6/24/01 CUST CAME IN ON 2/23/09 MILES 89,508 .... WE REPLACED TRANSMISSION UNDER WARRANTY --- I AM HAVING A AS TO WHAT THE NEW WARRANTY WOULD BE (12/12 OR 3/36 OR ???)
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: What is the correct procedure? - 02/11/2009
Thanks for the help! I didn't know you could have them both on the same RO. I was always under the impression they needed to be separated. Is there something in the P&P that explains this so I can give it to the service manager?
Re: Rear Object Sensor question - 02/25/2009
I think I'd do it like you're thinking. One labor op, OLH for the rest with good comments. --I'd also re-verify with service mgr that it's not some kind of comeback or mis-diag. Almost sounds like maybe there's some component that controls all 3 that...
SCC - 08/13/2008
... claims. When inputing as a scc, portal puts the $100 deduct in. We've already spoke with a service contracts rep and was told to input like the other olfs(i.e. no coupons). Has anyone else dealt with this?...
Re: Our Technicians gave me a new name..... - 07/30/2008
I also have gotten called "warranty nazi" by my service manager, and also "Warranty Gnome". One of the guys even picked up a yard gnome statue and left it on my desk (where I display it proudly!!) Course it also helps that I have a long beard which is...
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: Tire Claim - 07/14/2008
I've already created adjustments on Global Tire. The line of thinking from service management 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...
Re: Bulletin #02-06-04-037D for Restricted/Blocked Evap Vent Path Code - 07/21/2008
I may be wrong, but I was under the impression that the prices in the "material allowance" category in any service bulletin INCLUDED all mark up, and that was the total amount you were allowed to claim in net unless it stated otherwise in the bulletin....
Re: Taking a Poll - 08/20/2008
... as an F&I Assistant (Cadillac & Oldsmobile) then in the Accountng Office (Ford). I started in a Service Dept 9 yrs ago filling in for a Cashier the Dealership had fired. The Warranty Admn started showing me "Chrysler" warranty a little at a time. The...
ARKONA anyone? - 08/25/2008
... money. We've been on their system since Oct '04. I know a lot about the parts side, some about Service, and just enough about the warranty side to keep me in trouble!!...
Re: HOURS - 08/26/2008
Our service dept is open Mon-Fri 7am-8pm & Sat 8am-5pm. I work M-F 8-5 but have been coming in at 7.
Re: HOURS - 08/26/2008
service is open 7:00 to 6pm mon-fri. 7 to 3 on sat.I work 8 to 5 mon-fri.except for the last day of month and then who knows.
Re: Increase in shuttle allowance - 08/25/2008
SAW THAT ON ADMIN MESSAGE--ABOUT TIME THEY INCREASE THAT. OUR SHUTTLE IS A FULLY LOADED SUBURBAN-DEMO THAT SERVICE INHERITED. IT COSTS A FORTUNE EACH MONTH. THIS WILL HELP:)
Re: MARK OF EXCELLENCE QUESTION - 05/29/2008
The Mark of Excellence Test is for the service advisors, but I learn a lot from them. Most of my questions are from the Policies and Procedures Manual. I always learn something new. There are two tests, one in the spring and one in the fall.
Re: Open Recalls - 04/10/2008
... them the reminder. I is especially good for generating business when it is a little slower in service by sending out several in one week. ...
Re: SUNROOF GLASS (LABOR OP ??) - 05/21/2008
... maybe B2298: Roof Lift Off Panel Replacement will work? Also I noticed there is an active service contract with GMPP for this car, depending on mileage. May not have to goodwill it....
What Would You Do? 05/08 - 05/16/2008
... factory warranty period. The customer is not a regular customer and has never had any maintenance services performed at the dealership. After reviewing the receipt it's determined the repairs were performed on a Monday afternoon during normal business...
Re: GM "STEERING SHAFT" CONCERN - 05/08/2008
With GMPP extened serviice contract our AVM would not authorize.if you try to goodwill will reject for MIC service contract found.most likely will have to submitt to GMPP.being as this is the third time in for this repair does it fall within the guide...
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: DEX-COOL PROTECTION - 04/07/2008
... 30,000 MILE MAINTENANCE, SUCH AS A COOLANT FLUSH. THUS, THIS WOULD NOT BE A GM WARRANTED COVERED SERVICE. ID 1570298...
... MY DAUGHTERS 1994 GRAN AM I RAN INTO THE SAME THING WITH AN OLD RECALL. YOU MIGHT SEE IF YOUR SERVICE DEPT HAS ANY OLD PRINTOUTS OF PAST RECALLS AND SUCH. OR CALL DBC AND ASK THEM YOU WILL HAVE TO H ROUTE WHATEVER YOU DO BECAUSE OF THE AGE OF THE ...
Re: Monday morning brain fog-- goodwill question - 03/30/2009
Your service mgr can goodwill the IPC. Since the SP 07187's experiation is 7yrs/70k, his/her goodwill is good for an additional 24/24 if he has that authorization. That means he/she can cover the claim to 9yrs/90k. This was per my AVM. Hope this help...
Re: SHIFT LEVER LABOR OP CONFUSION - 03/30/2009
... tech will need to show/specify why he needs extra time and it would have to be approved by your Service Mgr. Hope this helps...
Re: Door Hinge - 02/27/2009
It does look that way. If the tech thinks he should be paid more then what is listed I would have the tech get with the service mgr for OLH. The labor op B4010 states for Front Side Door Upper Hinge & Lower Hinge Replacement, so I would like it should...
TRANS REPLACEMENT - 03/03/2009
2006 BUICK LESABRE // IN SERVICE DATE 6/24/01 CUST CAME IN ON 2/23/09 MILES 89,508 .... WE REPLACED TRANSMISSION UNDER WARRANTY --- I AM HAVING A AS TO WHAT THE NEW WARRANTY WOULD BE (12/12 OR 3/36 OR ???)
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: What is the correct procedure? - 02/11/2009
Thanks for the help! I didn't know you could have them both on the same RO. I was always under the impression they needed to be separated. Is there something in the P&P that explains this so I can give it to the service manager?
Re: Rear Object Sensor question - 02/25/2009
I think I'd do it like you're thinking. One labor op, OLH for the rest with good comments. --I'd also re-verify with service mgr that it's not some kind of comeback or mis-diag. Almost sounds like maybe there's some component that controls all 3 that...
SCC - 08/13/2008
... claims. When inputing as a scc, portal puts the $100 deduct in. We've already spoke with a service contracts rep and was told to input like the other olfs(i.e. no coupons). Has anyone else dealt with this?...
Re: Our Technicians gave me a new name..... - 07/30/2008
I also have gotten called "warranty nazi" by my service manager, and also "Warranty Gnome". One of the guys even picked up a yard gnome statue and left it on my desk (where I display it proudly!!) Course it also helps that I have a long beard which is...
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: Tire Claim - 07/14/2008
I've already created adjustments on Global Tire. The line of thinking from service management 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...
Re: Bulletin #02-06-04-037D for Restricted/Blocked Evap Vent Path Code - 07/21/2008
I may be wrong, but I was under the impression that the prices in the "material allowance" category in any service bulletin INCLUDED all mark up, and that was the total amount you were allowed to claim in net unless it stated otherwise in the bulletin....
Re: Taking a Poll - 08/20/2008
... as an F&I Assistant (Cadillac & Oldsmobile) then in the Accountng Office (Ford). I started in a Service Dept 9 yrs ago filling in for a Cashier the Dealership had fired. The Warranty Admn started showing me "Chrysler" warranty a little at a time. The...
ARKONA anyone? - 08/25/2008
... money. We've been on their system since Oct '04. I know a lot about the parts side, some about Service, and just enough about the warranty side to keep me in trouble!!...
Re: HOURS - 08/26/2008
Our service dept is open Mon-Fri 7am-8pm & Sat 8am-5pm. I work M-F 8-5 but have been coming in at 7.
Re: HOURS - 08/26/2008
service is open 7:00 to 6pm mon-fri. 7 to 3 on sat.I work 8 to 5 mon-fri.except for the last day of month and then who knows.
Re: Increase in shuttle allowance - 08/25/2008
SAW THAT ON ADMIN MESSAGE--ABOUT TIME THEY INCREASE THAT. OUR SHUTTLE IS A FULLY LOADED SUBURBAN-DEMO THAT SERVICE INHERITED. IT COSTS A FORTUNE EACH MONTH. THIS WILL HELP:)
Re: MARK OF EXCELLENCE QUESTION - 05/29/2008
The Mark of Excellence Test is for the service advisors, but I learn a lot from them. Most of my questions are from the Policies and Procedures Manual. I always learn something new. There are two tests, one in the spring and one in the fall.
Re: Open Recalls - 04/10/2008
... them the reminder. I is especially good for generating business when it is a little slower in service by sending out several in one week. ...
Re: SUNROOF GLASS (LABOR OP ??) - 05/21/2008
... maybe B2298: Roof Lift Off Panel Replacement will work? Also I noticed there is an active service contract with GMPP for this car, depending on mileage. May not have to goodwill it....
What Would You Do? 05/08 - 05/16/2008
... factory warranty period. The customer is not a regular customer and has never had any maintenance services performed at the dealership. After reviewing the receipt it's determined the repairs were performed on a Monday afternoon during normal business...
Re: GM "STEERING SHAFT" CONCERN - 05/08/2008
With GMPP extened serviice contract our AVM would not authorize.if you try to goodwill will reject for MIC service contract found.most likely will have to submitt to GMPP.being as this is the third time in for this repair does it fall within the guide...
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: DEX-COOL PROTECTION - 04/07/2008
... 30,000 MILE MAINTENANCE, SUCH AS A COOLANT FLUSH. THUS, THIS WOULD NOT BE A GM WARRANTED COVERED SERVICE. ID 1570298...
Re: VPP CHROME PACKAGE - 05/02/2008
IF ITS THE PACKAGE I'M THINKING OF.....FOR NEW VEHICLES/PREP, THEN I BELIEVE THIS IS PREPAID THROUGH THE PARTS ACCOUNT, AND DO NOT HAVE TO BE SUBMITTED AS A CLAIM TO GENERAL MOTORS. CHECK WITH YOUR SERVICE MGR OR PARTS MGR TO BE SURE---
Re: Brake Sanding? - 05/15/2008
i would double check with tech and find out if he has any specs or if he can get any specs. if he has specs you could use the labor op H0042 and H0043 (2 jobs - have service mgr auth) and only pay a part. look at latest brake policy 00-05-22-002k
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.
Diesel Coverage Clarification - 01/07/2009
... of what year the vehicle is in regard to the deductible, but would like a list in print for our service manager if possible....
Re: IPC on 04 Trailblazer - 01/20/2009
We just had an 04 Trailblazer in for IPC gauges stuck. My service manager goodwilled the claim. Vehicle was still in empowerment range.
Re: CUSTOMERS SIGNATURES - 01/20/2009
... 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 state the reason and sign the repair order. Any alternative customer concern/...
Re: NEED HELP RESOLVING A QUESTION - 02/04/2009
THE TIME FOR THE OIL CHANGE ISN'T REALLY AN ISSUE, IT'S ONLY .2 PUT IN OLH W/SERVICE MNGR SIGNATURE. WHERE THE AVM COMES IN IS IN THE EXTRA PARTS. THAT'S FOR THE REASON FOR THE H ROUTE. JUST HAVE A CLEAR STORY WHY EXTRA WAS DONE AND IT SHOULD GET PAID...
Re: Lay Offs - 01/29/2009
We, in service, have busy days and slow days, Sales are very slow. Starting to see stores closing around us too. Hoping for the best. I work for a large dealer group and do warranty for 3 stores, 2 GM, 1 Dodge. Ken need and help just give me a shout.
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...
QUESTION: WARRANTY REPAIR OLH - 01/19/2009
I HAVE AN ON-GOING BATTLE BETWEEN MY: SERVICE MANAGER, TECHS & GM REP...... ON WARRANTY RO'S - MY TECHS FEEL IF THEY HAVE PUNCHED .3 FOR DIAG & REPAIR PAYS 1.8 + .3 DIAG - BUT THEY ONLY HAVE 1.5 TO REPAIR (TECHS FEEL THE SHOULD GET THE 1.8)-- BUT IT SEEMS...
Re: CUP HOLDERS - 12/22/2008
Wow, loads of information there.... tell your service advisor they need to work on their write up! Cust states...., tech needs to verify and document cause & correction. LOL!
Re: How is business? - 12/03/2008
I'm in central Texas and our business has slowed. Sales is not so good. Service is erratic...most days slow and some days busy. In our area, all automotive has slowed. It's not just us.
Warranty Admin. job description - 12/04/2008
Does anyone know if GM has an explanation of Warranty Administrator duties, or do your think each Dealership has thier own rules? I'm battling with my service manager...anyone else have this problem?????
Re: Warranty Admin. job description - 12/04/2008
well..the problem Im having is my service manager gets upset when I double check warranty repair orders. In our dealership he adds labor ops and approves repair orders, however if I wouldnt double check repair orders most would come back rejected. Im...
How would you handle ??? - 12/16/2008
... now heard" so we replaced the ring & pinion # F2383 4.5...... the tech has a total of 6.5hrs // my service manager insists coding as # F2383 4.5 with OLH for brgs & seals which totals 7.4, my gm rep never seems to pay any OLH if line totals more than...
Re: GlobalConnect inop - 09/29/2008
I HEAR YA THERE!! MY TECHS AND SERVICE ADVISOR'S ARE IN A TIZZY TODAY. AFTER SIGN IN, IT SHOULD ASK YOU WHAT COUNTRY YOU WANT. ENTER THE U.S. AND IT SHOULD SEND YOU TO A SCALED DOWN VERSION OF DEALERWORLD BUT YOU SHOULD BE ABLE TO ACCESS EVERYTHING...
Re: MOE TEST ON GM TRAINING - 09/15/2008
WE FOUND THE ANSWER TO BE (A)- DCES. OUR SERVICE MANAGER WITH HELP OF REP FROM GM FOUND THE ANSWER. I AM NOT SURE WHERE. WE ANSWERED DCES AND IT WAS CORRECT.
Re: SO does not exist. - 10/31/2008
What system are you on? I am on R&R and my service orders are only retained for 5 days. When I have one that is closed, has not paid and is not in Warranty Maitnance I manually create a copy. You may also use wins e claim to manually generate the order...
Re: Rental Cars - 10/20/2008
... there will be no reimbursement (extenuating circumstances should be reviewed with your Area Service Manager if a GM vehicle cannot be found) The maximum vehicle rental reimbursement period is 5 days with service management authorization. Wholesale authorization...
How is business? - 11/18/2008
I live in northern Michigan and was just wondering what the rest of the country is doing as far as sales & service. We seem to be bad slump but at the same time people are fixing cars instead of replacing them,but not at the rate that it was even 6 months...
Re: Warranty Admin. job description - 12/04/2008
i try my best here but my comptroller isnt any help whatsoever and the owner of the place lets service manager have the final say...real fun place to work some days...i dont back down when i know im in the right though..just hope it doesnt make me lo...
Re: GMPP-BULLETIN (CLAIM REJECT CLERIFICATION) - 12/05/2008
I have had gmpp pay for a labor op out of a bulletin. I had one just yesterday for labor op N9561. Service 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...
Re: How is business? - 11/18/2008
... Va), I can't really speak for sales except that we are not selling like we used to sell. Service has it's ups and downs but seems like COD is still higher compared to Warranty for some reason but still not great. I think the company will start laying...
Re: Where is everyone? - 11/19/2008
We lost 25 people last week to lay offs. We consolidated 2 service departments into one & moved all Honda techs & equipment into one building.Things are tight,but if you consided the alternative,it could be worse.I believe that it is not what happens...
Re: How is business? - 11/19/2008
I live and work in southern Michigan. Our sales and service are slow. We have not yet had to lay anyone off. I've been doing other jobs to keep busy at the dealership. It so hard to see what the future holds for our industry.
IF ITS THE PACKAGE I'M THINKING OF.....FOR NEW VEHICLES/PREP, THEN I BELIEVE THIS IS PREPAID THROUGH THE PARTS ACCOUNT, AND DO NOT HAVE TO BE SUBMITTED AS A CLAIM TO GENERAL MOTORS. CHECK WITH YOUR SERVICE MGR OR PARTS MGR TO BE SURE---
Re: Brake Sanding? - 05/15/2008
i would double check with tech and find out if he has any specs or if he can get any specs. if he has specs you could use the labor op H0042 and H0043 (2 jobs - have service mgr auth) and only pay a part. look at latest brake policy 00-05-22-002k
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.
Diesel Coverage Clarification - 01/07/2009
... of what year the vehicle is in regard to the deductible, but would like a list in print for our service manager if possible....
Re: IPC on 04 Trailblazer - 01/20/2009
We just had an 04 Trailblazer in for IPC gauges stuck. My service manager goodwilled the claim. Vehicle was still in empowerment range.
Re: CUSTOMERS SIGNATURES - 01/20/2009
... 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 state the reason and sign the repair order. Any alternative customer concern/...
Re: NEED HELP RESOLVING A QUESTION - 02/04/2009
THE TIME FOR THE OIL CHANGE ISN'T REALLY AN ISSUE, IT'S ONLY .2 PUT IN OLH W/SERVICE MNGR SIGNATURE. WHERE THE AVM COMES IN IS IN THE EXTRA PARTS. THAT'S FOR THE REASON FOR THE H ROUTE. JUST HAVE A CLEAR STORY WHY EXTRA WAS DONE AND IT SHOULD GET PAID...
Re: Lay Offs - 01/29/2009
We, in service, have busy days and slow days, Sales are very slow. Starting to see stores closing around us too. Hoping for the best. I work for a large dealer group and do warranty for 3 stores, 2 GM, 1 Dodge. Ken need and help just give me a shout.
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...
QUESTION: WARRANTY REPAIR OLH - 01/19/2009
I HAVE AN ON-GOING BATTLE BETWEEN MY: SERVICE MANAGER, TECHS & GM REP...... ON WARRANTY RO'S - MY TECHS FEEL IF THEY HAVE PUNCHED .3 FOR DIAG & REPAIR PAYS 1.8 + .3 DIAG - BUT THEY ONLY HAVE 1.5 TO REPAIR (TECHS FEEL THE SHOULD GET THE 1.8)-- BUT IT SEEMS...
Re: CUP HOLDERS - 12/22/2008
Wow, loads of information there.... tell your service advisor they need to work on their write up! Cust states...., tech needs to verify and document cause & correction. LOL!
Re: How is business? - 12/03/2008
I'm in central Texas and our business has slowed. Sales is not so good. Service is erratic...most days slow and some days busy. In our area, all automotive has slowed. It's not just us.
Warranty Admin. job description - 12/04/2008
Does anyone know if GM has an explanation of Warranty Administrator duties, or do your think each Dealership has thier own rules? I'm battling with my service manager...anyone else have this problem?????
Re: Warranty Admin. job description - 12/04/2008
well..the problem Im having is my service manager gets upset when I double check warranty repair orders. In our dealership he adds labor ops and approves repair orders, however if I wouldnt double check repair orders most would come back rejected. Im...
How would you handle ??? - 12/16/2008
... now heard" so we replaced the ring & pinion # F2383 4.5...... the tech has a total of 6.5hrs // my service manager insists coding as # F2383 4.5 with OLH for brgs & seals which totals 7.4, my gm rep never seems to pay any OLH if line totals more than...
Re: GlobalConnect inop - 09/29/2008
I HEAR YA THERE!! MY TECHS AND SERVICE ADVISOR'S ARE IN A TIZZY TODAY. AFTER SIGN IN, IT SHOULD ASK YOU WHAT COUNTRY YOU WANT. ENTER THE U.S. AND IT SHOULD SEND YOU TO A SCALED DOWN VERSION OF DEALERWORLD BUT YOU SHOULD BE ABLE TO ACCESS EVERYTHING...
Re: MOE TEST ON GM TRAINING - 09/15/2008
WE FOUND THE ANSWER TO BE (A)- DCES. OUR SERVICE MANAGER WITH HELP OF REP FROM GM FOUND THE ANSWER. I AM NOT SURE WHERE. WE ANSWERED DCES AND IT WAS CORRECT.
Re: SO does not exist. - 10/31/2008
What system are you on? I am on R&R and my service orders are only retained for 5 days. When I have one that is closed, has not paid and is not in Warranty Maitnance I manually create a copy. You may also use wins e claim to manually generate the order...
Re: Rental Cars - 10/20/2008
... there will be no reimbursement (extenuating circumstances should be reviewed with your Area Service Manager if a GM vehicle cannot be found) The maximum vehicle rental reimbursement period is 5 days with service management authorization. Wholesale authorization...
How is business? - 11/18/2008
I live in northern Michigan and was just wondering what the rest of the country is doing as far as sales & service. We seem to be bad slump but at the same time people are fixing cars instead of replacing them,but not at the rate that it was even 6 months...
Re: Warranty Admin. job description - 12/04/2008
i try my best here but my comptroller isnt any help whatsoever and the owner of the place lets service manager have the final say...real fun place to work some days...i dont back down when i know im in the right though..just hope it doesnt make me lo...
Re: GMPP-BULLETIN (CLAIM REJECT CLERIFICATION) - 12/05/2008
I have had gmpp pay for a labor op out of a bulletin. I had one just yesterday for labor op N9561. Service 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...
Re: How is business? - 11/18/2008
... Va), I can't really speak for sales except that we are not selling like we used to sell. Service has it's ups and downs but seems like COD is still higher compared to Warranty for some reason but still not great. I think the company will start laying...
Re: Where is everyone? - 11/19/2008
We lost 25 people last week to lay offs. We consolidated 2 service departments into one & moved all Honda techs & equipment into one building.Things are tight,but if you consided the alternative,it could be worse.I believe that it is not what happens...
Re: How is business? - 11/19/2008
I live and work in southern Michigan. Our sales and service are slow. We have not yet had to lay anyone off. I've been doing other jobs to keep busy at the dealership. It so hard to see what the future holds for our industry.
Re: How is business? - 11/19/2008
wE ARE IN THE CALIFORNIA (BAY AREA) - ALOT OF DEALERS HAVE CLOSED UP AROUND US, SO OUR SERVICE DEPT HAS PICKED UP ALITTLE WE HAVE HIRED 2-NEW TECHS .... AS FAR AS SALES: WERE NOT SELLING MUCH EXCEPT USED / SEEMS EVERYONE IS FIXING WHAT THEY HAVE RIG...
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.
PDI's - 09/19/2007
Our area rep came in and did a PDI audit. Does anyone know where in the Policy and Procedure manual it states that the work order has to be signed by the service manager? I know he has to sign the PDI form itself, but the hard copy??????????
Forum - 09/19/2007
Your Service Manager/Director should have obtained some paperwork from the meeting in regards to the new goodwill guidelines. Check with him/her and see if they have the information. This paperwork explains everything and is very "user friendly"
Forum - 09/19/2007
The District Service Manager must authorize the use of a non-branded windshield. I would imagine that the void statement in the IDL refers to subsequent replacements of that non-branded windshield, there would not be any GM warranty on that component...
Management Authorizations - 09/19/2007
How often do you have to give RO's to your service manager for authorizations not recieved when they should have been? (Does your svc mgr auth while the work is in process or after you receive the RO)
Forum - 09/19/2007
So, would we put the sublet amount in net amount or total labor? Also, admin amount would that go in total labor or net amount. One more question would we use our service manager as the Tech.( i think we do but not for sure)
Forum - 09/19/2007
We here at my service dept pull a vis on every single vech that comes in if we can. It helps alot and prevents added on operations in the end
TIRE PRESSURE MONITOR - 11/14/2007
Service tire message is displayed. Sensors need to be relearned 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 really did happen! - 11/01/2007
... backseat out and remove the waste and detail the vehicle. We politely said we don't offer detail services....
Sublet Repairs (Policy S) - 11/09/2007
... administrative allowance in conjunction with a warranty repair through a sublet to a qualified service facility. The operation is also eligible for an additional 0.3 hours administrative allowance (total of 0.5 hrs) only when the repairs are completed...
Sublet - 11/09/2007
The time allowances are for subletting the repair to an outside facility or through an Electronic Service Center. The $20 net item allowance pertains to electronic components - radios & clusters.
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...
Warranty Claim - 10/12/2007
General Motors does not allow the technician to assign the labor operation and labor time from the Labor Time Guide. Service management is responsible for ensuring that the correct labor operation and labor time is documented on the repair order.
Labor Op Time Change - 10/23/2007
... 19-00-01-05, previously paid 3.1 hours. The time was reduced due to an improved and simplified service procedure for the remove and install of the gear. Always check QuickLOP in DealerCONNECT for the most current labor time for the repair(s) perform...
Dealer World - 10/25/2007
Im lucky to have good techs who put DTC codes and bulletin numbers on RO's.under service/manual bulletins I will put in DTC or as example, module,shaft, seal ect.in search box and it will pull a list of bulletins.also there are alot of labor ops not listed...
50/50 split guidlines - 01/04/2008
... on has it set so warranty is at warranty rates and customer portion is at customer rates. My Service Manager insists that all dealers do it this way, but I was sure that GM says you are not allowed to make money from the customer on Goodwill splits....
GMPP Deductible Override - 11/30/2007
The service manager does have the ability to override the GMPP deduct. Consider though that the bulletin repair is only warrantable within the term of the new vehicle warranty, it does not offer any type of warranty extension. The intermediate shaft is...
Re: ADMINISTRATIVE ALLOWANCES - 01/22/2008
I USE ADP AND I SET UP A LABOR OP "ADMIN". MY SERVICE ADVISORS NOW PUT THAT ON ANY TICKET THAT NEEDS IT, IF THEY FORGET...I ADD THE LINE. IT'S GREAT!
Re: Power Train Labor Ops - 01/10/2008
Check out Doc ID #1879343 for the Powertrain Coverage Table. It gives the powertrain labor ops. I printed out the list twice. I made folders for them and put one in the Service Booth and kept the other with my warranty information.
Stock Vehicle & NPF ...& OLH - 01/18/2008
... are encountered which would require other labor hours: • The technician is to contact service management for approval prior to the work being performed. • Service management approval is required for the technician to proceed on a other labor hours...
Re: TRANSPORTATION CLAIMS - 01/21/2008
ADP - I FOUND SOME INFORMATION IN THE SERVICE POICIES AND PROCEDURES MANUAL, ARTICLE 2.1. I THOUGHT THERE WOULD HAVE BEEN A BULLETIN THAT OUTLINED TRANSPORTATION CLAIMS, BUT I CAN'T FIND ONE.
GM CERTIFIED Please help - 02/27/2008
Hi guys....I need your help again. Everytime my service advisors have a GM Certified car they come and ask me if such and such is covered? Is there somewhere I can find information on GM Certified warranty? Does it mimic the regular GM 3/36 warran...
Re: GM CERTIFIED - 02/27/2008
... THE SAME AS 36/36K. iT IS SUBMITTED JUST LIKE NEW VEH WARR. iF IT SHOWS UP AS A 3/3K AND AS A SERVICE CONTRACT YOU CAN CALL IT TO GMPP AS THE CLAIM IS ACTUALLY GOING THROUGH THEM. THIS INFO CAN BE FOUND ON VIS ...
Re: FUEL COMPOSITION - 03/04/2008
Does the suburban fall under the E85 VFFS service update? There is an opcode for reprogramming the ecm for that. What did the tech do?
wE ARE IN THE CALIFORNIA (BAY AREA) - ALOT OF DEALERS HAVE CLOSED UP AROUND US, SO OUR SERVICE DEPT HAS PICKED UP ALITTLE WE HAVE HIRED 2-NEW TECHS .... AS FAR AS SALES: WERE NOT SELLING MUCH EXCEPT USED / SEEMS EVERYONE IS FIXING WHAT THEY HAVE RIG...
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.
PDI's - 09/19/2007
Our area rep came in and did a PDI audit. Does anyone know where in the Policy and Procedure manual it states that the work order has to be signed by the service manager? I know he has to sign the PDI form itself, but the hard copy??????????
Forum - 09/19/2007
Your Service Manager/Director should have obtained some paperwork from the meeting in regards to the new goodwill guidelines. Check with him/her and see if they have the information. This paperwork explains everything and is very "user friendly"
Forum - 09/19/2007
The District Service Manager must authorize the use of a non-branded windshield. I would imagine that the void statement in the IDL refers to subsequent replacements of that non-branded windshield, there would not be any GM warranty on that component...
Management Authorizations - 09/19/2007
How often do you have to give RO's to your service manager for authorizations not recieved when they should have been? (Does your svc mgr auth while the work is in process or after you receive the RO)
Forum - 09/19/2007
So, would we put the sublet amount in net amount or total labor? Also, admin amount would that go in total labor or net amount. One more question would we use our service manager as the Tech.( i think we do but not for sure)
Forum - 09/19/2007
We here at my service dept pull a vis on every single vech that comes in if we can. It helps alot and prevents added on operations in the end
TIRE PRESSURE MONITOR - 11/14/2007
Service tire message is displayed. Sensors need to be relearned 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 really did happen! - 11/01/2007
... backseat out and remove the waste and detail the vehicle. We politely said we don't offer detail services....
Sublet Repairs (Policy S) - 11/09/2007
... administrative allowance in conjunction with a warranty repair through a sublet to a qualified service facility. The operation is also eligible for an additional 0.3 hours administrative allowance (total of 0.5 hrs) only when the repairs are completed...
Sublet - 11/09/2007
The time allowances are for subletting the repair to an outside facility or through an Electronic Service Center. The $20 net item allowance pertains to electronic components - radios & clusters.
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...
Warranty Claim - 10/12/2007
General Motors does not allow the technician to assign the labor operation and labor time from the Labor Time Guide. Service management is responsible for ensuring that the correct labor operation and labor time is documented on the repair order.
Labor Op Time Change - 10/23/2007
... 19-00-01-05, previously paid 3.1 hours. The time was reduced due to an improved and simplified service procedure for the remove and install of the gear. Always check QuickLOP in DealerCONNECT for the most current labor time for the repair(s) perform...
Dealer World - 10/25/2007
Im lucky to have good techs who put DTC codes and bulletin numbers on RO's.under service/manual bulletins I will put in DTC or as example, module,shaft, seal ect.in search box and it will pull a list of bulletins.also there are alot of labor ops not listed...
50/50 split guidlines - 01/04/2008
... on has it set so warranty is at warranty rates and customer portion is at customer rates. My Service Manager insists that all dealers do it this way, but I was sure that GM says you are not allowed to make money from the customer on Goodwill splits....
GMPP Deductible Override - 11/30/2007
The service manager does have the ability to override the GMPP deduct. Consider though that the bulletin repair is only warrantable within the term of the new vehicle warranty, it does not offer any type of warranty extension. The intermediate shaft is...
Re: ADMINISTRATIVE ALLOWANCES - 01/22/2008
I USE ADP AND I SET UP A LABOR OP "ADMIN". MY SERVICE ADVISORS NOW PUT THAT ON ANY TICKET THAT NEEDS IT, IF THEY FORGET...I ADD THE LINE. IT'S GREAT!
Re: Power Train Labor Ops - 01/10/2008
Check out Doc ID #1879343 for the Powertrain Coverage Table. It gives the powertrain labor ops. I printed out the list twice. I made folders for them and put one in the Service Booth and kept the other with my warranty information.
Stock Vehicle & NPF ...& OLH - 01/18/2008
... are encountered which would require other labor hours: • The technician is to contact service management for approval prior to the work being performed. • Service management approval is required for the technician to proceed on a other labor hours...
Re: TRANSPORTATION CLAIMS - 01/21/2008
ADP - I FOUND SOME INFORMATION IN THE SERVICE POICIES AND PROCEDURES MANUAL, ARTICLE 2.1. I THOUGHT THERE WOULD HAVE BEEN A BULLETIN THAT OUTLINED TRANSPORTATION CLAIMS, BUT I CAN'T FIND ONE.
GM CERTIFIED Please help - 02/27/2008
Hi guys....I need your help again. Everytime my service advisors have a GM Certified car they come and ask me if such and such is covered? Is there somewhere I can find information on GM Certified warranty? Does it mimic the regular GM 3/36 warran...
Re: GM CERTIFIED - 02/27/2008
... THE SAME AS 36/36K. iT IS SUBMITTED JUST LIKE NEW VEH WARR. iF IT SHOWS UP AS A 3/3K AND AS A SERVICE CONTRACT YOU CAN CALL IT TO GMPP AS THE CLAIM IS ACTUALLY GOING THROUGH THEM. THIS INFO CAN BE FOUND ON VIS ...
Re: FUEL COMPOSITION - 03/04/2008
Does the suburban fall under the E85 VFFS service update? There is an opcode for reprogramming the ecm for that. What did the tech do?
Re: COMPLAINT & FAIL CODES - 03/28/2008
my service writers have a copy of the complaint codes to help with that before it gets to me. the will ptu the code next to the cust complaint then i just double check it.the techs also do the same for me about the failure codes.
Re: Quantity of Claims Submitted & Other Duties - 03/19/2008
... order parts,rental payables,tech time,extended warranty claims,overseeing the billing/cashiering,service reminders and other little miscellaneous things that come up....
Re: POWER RELEASE LIFTGATE LATCH - 03/21/2008
I don't have ADP either. We use Autosoft(ASI) but we are still using Warranty Wizard. It is totally separate from the service writing/submitting software. They will send you an installation cd and then each month you will get an update. I can pull up...
Re: DEALERTRACK - 01/14/2016
There is alot of room for error with the system. 1. Warranty, Service Contract, Policy's have to be closed twice. 1st round of paperwork will say void on them. I call it the Johnny 2 time system! :) 2. Service contract copies for some reason do not...
Emissions Warranty - 03/03/2016
I am having trouble with my service advisors understanding the different emissions warranty. Can anyone tell me a super simple way of explaining these warranties (PZEV Emission Limited, Emission Select and Emission Limited)to my advisors-They are dr...
Re: Rejection Code - 02/11/2016
That has happened to me before when by mistake I've entered a GMC or Buick service maintenance under the LOP for a Chevy maintenance. Chevy is 0600723 and GMC is 0600743.
Re: TECH FOUND PART DAMAGED WHEN PACKAGE WAS OPENED - 02/22/2016
... on the vehicle, or sale over the counter, are to be returned to GM Parts for credit." "GM Service Agents are to submit an Application for Authorization to Return Material via RAPID, or a PC 659 via mail for non-RAPID Service Agents." "A warranty transaction...
Re: What Would You Do - 12/15 - 01/06/2016
There were no more service intervals left and so therefore the expense would have to be absorbed by the dealer. Very important for the advisor to check the IVH.
Re: Over The Counter Parts Warranty - 01/28/2016
I was instructed to use the service manager's or directors GMIN for both the advisor and the tech when submitting an over the counter parts warranty. I'll have to see if I can find the info, but that's what I do too.
Re: Over The Counter Parts Warranty - 01/28/2016
I called the DBC yesterday and that is what they informed me, is to used the Service Director/Manager's GMIN for Advisor and Technician. Thank you so much for your response!!
Re: Global Reset-Radio - 09/17/2015
Go into Service Information and you can either do a Document search for Doc ID 1767549 or input the proper information for your vehicle and search for the word "reset" and click on Electrical and Powertrain Controls - Labor Only - Labor Codes.
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: CAM-02 Report - 11/23/2015
So I have found this form as stated in "service forms", however, it won't let me modify the text that is already pre-filled on the form in light grey (where it says click here to enter text!). And when you print it out it still has the light grey text...
Re: Transmission Types - 12/28/2015
In vehicle build, get the code (ex:MX0). Then go into SI under "service manual/bulletins" Go into "general information", and "general information" again. Select "RPO code list" and look up the code (MXO for example). There you will find what you are ...
Forum - 09/02/2016
... stamp and they use that? We have a new scheduler who puts everything under cp and a new service advisor who needs a lot of training too, and this has been very frustrating as it's yet another thing to keep my eyes open for. It would be great...
Added Warranty Lines - 08/31/2016
... 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, just wondering if we're the only ones out there that...
Re: Printing IVH at job card write up - 05/13/2016
Thanks for the responses. We use the Service Workbench and MPVI through GM and print the Workbench Dashboard, just wondered if anyone was doing anything electronically without having to print and scan. Thanks again!
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..
Re: DEALERTRACK - 06/22/2016
Our service advisors are supposed to "build the service contract within the system" Numerous times I just do it myself so I don't have 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....
Brake Warranty Documentation - 05/25/2016
... on to state "pads that are excessively worn unevenly may be considered as a warranty repair, and service agents should consider warranty coverage for worn brake pads up to 24,000 miles. Submit as a customer enthusiasm transaction with service management...
Re: DEALERTRACK - 05/09/2016
... side of things dealertrack is better than Reynolds, but everyday I want Reynolds back for my service/warranty side of things. I finally gave up trying to do both positions any longer and went to just doing warranty....
Re: CORE CHARGE - 03/03/2016
... us and bring up our "net item". We've had trouble getting that where we want it and our former service director told me it doesn't go against us. TYIA...
Re: Transmission diagnostic worksheet? - 09/02/2015
... printout, diagnostic worksheets, delivery receipt, test equipment printouts." (If you look in Service P&P 3.3.2 under 'supporting documentation' it will state the same terminology.) I've always interpreted that as GM is just using a general term to...
Re: new vehicle open recalls - 09/08/2015
... all inventory weekly to see if any open recalls to keep everything up to date. when I use the service update bulletins vins for previous 100 days, it not pulling all the open recalls. Open for suggestions on how everyone is keeping the recalls completed...
Re: new vehicle open recalls - 09/10/2015
on global connect go into your APS scroll down to service there you will find an ap for Field Action Inventory Reports for both new and used cars just download them. hope this helps you
my service writers have a copy of the complaint codes to help with that before it gets to me. the will ptu the code next to the cust complaint then i just double check it.the techs also do the same for me about the failure codes.
Re: Quantity of Claims Submitted & Other Duties - 03/19/2008
... order parts,rental payables,tech time,extended warranty claims,overseeing the billing/cashiering,service reminders and other little miscellaneous things that come up....
Re: POWER RELEASE LIFTGATE LATCH - 03/21/2008
I don't have ADP either. We use Autosoft(ASI) but we are still using Warranty Wizard. It is totally separate from the service writing/submitting software. They will send you an installation cd and then each month you will get an update. I can pull up...
Re: DEALERTRACK - 01/14/2016
There is alot of room for error with the system. 1. Warranty, Service Contract, Policy's have to be closed twice. 1st round of paperwork will say void on them. I call it the Johnny 2 time system! :) 2. Service contract copies for some reason do not...
Emissions Warranty - 03/03/2016
I am having trouble with my service advisors understanding the different emissions warranty. Can anyone tell me a super simple way of explaining these warranties (PZEV Emission Limited, Emission Select and Emission Limited)to my advisors-They are dr...
Re: Rejection Code - 02/11/2016
That has happened to me before when by mistake I've entered a GMC or Buick service maintenance under the LOP for a Chevy maintenance. Chevy is 0600723 and GMC is 0600743.
Re: TECH FOUND PART DAMAGED WHEN PACKAGE WAS OPENED - 02/22/2016
... on the vehicle, or sale over the counter, are to be returned to GM Parts for credit." "GM Service Agents are to submit an Application for Authorization to Return Material via RAPID, or a PC 659 via mail for non-RAPID Service Agents." "A warranty transaction...
Re: What Would You Do - 12/15 - 01/06/2016
There were no more service intervals left and so therefore the expense would have to be absorbed by the dealer. Very important for the advisor to check the IVH.
Re: Over The Counter Parts Warranty - 01/28/2016
I was instructed to use the service manager's or directors GMIN for both the advisor and the tech when submitting an over the counter parts warranty. I'll have to see if I can find the info, but that's what I do too.
Re: Over The Counter Parts Warranty - 01/28/2016
I called the DBC yesterday and that is what they informed me, is to used the Service Director/Manager's GMIN for Advisor and Technician. Thank you so much for your response!!
Re: Global Reset-Radio - 09/17/2015
Go into Service Information and you can either do a Document search for Doc ID 1767549 or input the proper information for your vehicle and search for the word "reset" and click on Electrical and Powertrain Controls - Labor Only - Labor Codes.
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: CAM-02 Report - 11/23/2015
So I have found this form as stated in "service forms", however, it won't let me modify the text that is already pre-filled on the form in light grey (where it says click here to enter text!). And when you print it out it still has the light grey text...
Re: Transmission Types - 12/28/2015
In vehicle build, get the code (ex:MX0). Then go into SI under "service manual/bulletins" Go into "general information", and "general information" again. Select "RPO code list" and look up the code (MXO for example). There you will find what you are ...
Forum - 09/02/2016
... stamp and they use that? We have a new scheduler who puts everything under cp and a new service advisor who needs a lot of training too, and this has been very frustrating as it's yet another thing to keep my eyes open for. It would be great...
Added Warranty Lines - 08/31/2016
... 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, just wondering if we're the only ones out there that...
Re: Printing IVH at job card write up - 05/13/2016
Thanks for the responses. We use the Service Workbench and MPVI through GM and print the Workbench Dashboard, just wondered if anyone was doing anything electronically without having to print and scan. Thanks again!
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..
Re: DEALERTRACK - 06/22/2016
Our service advisors are supposed to "build the service contract within the system" Numerous times I just do it myself so I don't have 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....
Brake Warranty Documentation - 05/25/2016
... on to state "pads that are excessively worn unevenly may be considered as a warranty repair, and service agents should consider warranty coverage for worn brake pads up to 24,000 miles. Submit as a customer enthusiasm transaction with service management...
Re: DEALERTRACK - 05/09/2016
... side of things dealertrack is better than Reynolds, but everyday I want Reynolds back for my service/warranty side of things. I finally gave up trying to do both positions any longer and went to just doing warranty....
Re: CORE CHARGE - 03/03/2016
... us and bring up our "net item". We've had trouble getting that where we want it and our former service director told me it doesn't go against us. TYIA...
Re: Transmission diagnostic worksheet? - 09/02/2015
... printout, diagnostic worksheets, delivery receipt, test equipment printouts." (If you look in Service P&P 3.3.2 under 'supporting documentation' it will state the same terminology.) I've always interpreted that as GM is just using a general term to...
Re: new vehicle open recalls - 09/08/2015
... all inventory weekly to see if any open recalls to keep everything up to date. when I use the service update bulletins vins for previous 100 days, it not pulling all the open recalls. Open for suggestions on how everyone is keeping the recalls completed...
Re: new vehicle open recalls - 09/10/2015
on global connect go into your APS scroll down to service there you will find an ap for Field Action Inventory Reports for both new and used cars just download them. hope this helps you
Re: new global connect - 09/03/2015
That is great! I was wondering where the old messages would be. The new messages are under the Departments tab, Service, Headlines, View All. Liked the old format much better but whatcha gonna do..
Re: Claim $$ we could be missing... - 08/25/2015
All of our delivered vehicles need washer fluid fills. Our Washer fluid comes in concentrate and once mixed will service 55 vehicles. We add $1.74 per each PDI where this fluid has been added to the vehicle.
Re: Transmission diagnostic worksheet? - 08/31/2015
Do you mean the concern verification worksheets? If so, they're in Service Forms, about the 7th bar down from the top. It also lists bulletin numbers although I haven't double checked them.
Re: Claim $$ we could be missing... - 08/11/2015
... is a concentrated solution and depending on the time of the year and the climate one bottle could service 5 to 6 vehicles. I am wondering what everyone thinks, should we be claiming a full bottle on each PDI when a full bottle is not being used?...
PIE information - 08/17/2015
I might be missing something, but how do you look up service information off a vehicle history? In particular, looking for PIE0318, with a posting date of 01/05/2015. I cannot locate the supporting document(s) anywhere and have been looking for a while...
Re: What Would You Do - 08/15 - 08/18/2015
I believe it would be correct 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...
Seal Part Warranty - 08/11/2015
... But once again, can't find it! Did the warranty change on these? For some reason both my service manager and I believe the time limit has been reduced. It was 6 months before you could claim a parts warranty, still the same?...
GMIN NUMBERS - 07/17/2015
Hello again! We have a new service advisor who had previously worked at a different GM dealer and therefore had a GMIN. He does not know it and no one seems to be able to obtain it, does anyone know how to get hold of someone's GMIN? We've called the...
What Would You Do - 07/15 - 06/30/2015
... performed a road test. Other labor hours were documented by technician time documentation and by service management authorization, due to the time necessary to remove and reinstall the transmission to repair the starter wire. The warranty administrator...
bulletin PIT5313C PAINT - 05/18/2015
IS ANYONE DOING PAINT REPAIRS PER THIS BULLETIN ? PROBLEM I AM HAVING IS MY SERVICE MANAGER IS WANTING TO REPAIR BELOW THE ANTI CHIP AREA AND I HAVE NO IDEA WHAT ITS CALLED OR IS THIS PART OF THE DOOR ? ANY HELP IS APPRECIATED THANKS
Re: GMIN NUMBERS - 07/23/2015
Thanks, my service manager is trying to avoid having the 2nd number. Not sure why this is so difficult. You would think if you gave them his social, they would be able to give you his GMIN.
2015 and 2 Year Maintenance - 03/19/2015
I haven't come across this until today, but one of my advisors billed a 2015 Malibu service to warranty but on the VIS, the vehicle doesn't include it in the list of applicable warranties. Did I miss something? I thought ALL new vehicles came with the...
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?
Submitting Transmission parts warranty. - 04/08/2015
I have a claim where we are parts warranty a transmission still in their 3 year / 100,000 mile warranty. It is rejecting stating out of parts warranty. Do I proceed with having service manager sign off on Policy adjustment "A"?
Re: Closest labor operation - 04/16/2015
That is a closest to op code. It would be submitted in olh with actual clock time which you say is 0.3 . It would also require service manager auth e with explanation,date and time.
Re: RECALL 14116 POWER STEERING TORQUE SENSOR - 04/21/2015
... calibrate. I ran it as a parts warranty with the tech giving a good explanation of the failure. Service manager oked the repair and i had no problem getting it paid. I felt this was no different than any other parts warranty claim....
Special Policy with a Blocked Title - 04/28/2015
My service advisor asked if a special coverage is allowed to be performed with blocked title. I could swear I just read somewhere in JL that they are allowed to be performed with a blocked title but I submitted it and it kicked back. Help! I know recalls...
Forum - 03/27/2017
One concern with separate causes: handle as two separate transactions, using the labor operation applicable to each failed (causal) component. Service management authorization for repeat (pyramiding) repairs.
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...
RECALIBRATIONS AND SOFTWARE UPDATES - 09/23/2016
... to always list them is an ongoing problem. I just want to make sure that before I get the service manager involved and have him approach the techs that there should be a WCC code for each upgrade/recalibration.Thanks, Carol ...
Forum - 02/20/2017
How do you know what is your monthly amount of warranty? Are you going off of what is in the Service Agent Analysis Summary Report or by a report that your dealership accounting does? I havent had a raise since I started this job. The...
Forum - 02/20/2017
My service manager must 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...
CADILLAC CUST IN CADILLAC FROM ENTERPRISE REJECTING?? - 02/08/2017
... 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 that are cadillac, but sometimes not enough & have...
Forum - 02/09/2017
... Retention Requirements Part retention requirements on oil filters replaced as part of the service procedure listed in Bulletin 17019 is waived. Dealers can immediately scrap oil filters removed from Malibus after completing this field action. As...
Forum - 02/07/2017
... 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!...
That is great! I was wondering where the old messages would be. The new messages are under the Departments tab, Service, Headlines, View All. Liked the old format much better but whatcha gonna do..
Re: Claim $$ we could be missing... - 08/25/2015
All of our delivered vehicles need washer fluid fills. Our Washer fluid comes in concentrate and once mixed will service 55 vehicles. We add $1.74 per each PDI where this fluid has been added to the vehicle.
Re: Transmission diagnostic worksheet? - 08/31/2015
Do you mean the concern verification worksheets? If so, they're in Service Forms, about the 7th bar down from the top. It also lists bulletin numbers although I haven't double checked them.
Re: Claim $$ we could be missing... - 08/11/2015
... is a concentrated solution and depending on the time of the year and the climate one bottle could service 5 to 6 vehicles. I am wondering what everyone thinks, should we be claiming a full bottle on each PDI when a full bottle is not being used?...
PIE information - 08/17/2015
I might be missing something, but how do you look up service information off a vehicle history? In particular, looking for PIE0318, with a posting date of 01/05/2015. I cannot locate the supporting document(s) anywhere and have been looking for a while...
Re: What Would You Do - 08/15 - 08/18/2015
I believe it would be correct 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...
Seal Part Warranty - 08/11/2015
... But once again, can't find it! Did the warranty change on these? For some reason both my service manager and I believe the time limit has been reduced. It was 6 months before you could claim a parts warranty, still the same?...
GMIN NUMBERS - 07/17/2015
Hello again! We have a new service advisor who had previously worked at a different GM dealer and therefore had a GMIN. He does not know it and no one seems to be able to obtain it, does anyone know how to get hold of someone's GMIN? We've called the...
What Would You Do - 07/15 - 06/30/2015
... performed a road test. Other labor hours were documented by technician time documentation and by service management authorization, due to the time necessary to remove and reinstall the transmission to repair the starter wire. The warranty administrator...
bulletin PIT5313C PAINT - 05/18/2015
IS ANYONE DOING PAINT REPAIRS PER THIS BULLETIN ? PROBLEM I AM HAVING IS MY SERVICE MANAGER IS WANTING TO REPAIR BELOW THE ANTI CHIP AREA AND I HAVE NO IDEA WHAT ITS CALLED OR IS THIS PART OF THE DOOR ? ANY HELP IS APPRECIATED THANKS
Re: GMIN NUMBERS - 07/23/2015
Thanks, my service manager is trying to avoid having the 2nd number. Not sure why this is so difficult. You would think if you gave them his social, they would be able to give you his GMIN.
2015 and 2 Year Maintenance - 03/19/2015
I haven't come across this until today, but one of my advisors billed a 2015 Malibu service to warranty but on the VIS, the vehicle doesn't include it in the list of applicable warranties. Did I miss something? I thought ALL new vehicles came with the...
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?
Submitting Transmission parts warranty. - 04/08/2015
I have a claim where we are parts warranty a transmission still in their 3 year / 100,000 mile warranty. It is rejecting stating out of parts warranty. Do I proceed with having service manager sign off on Policy adjustment "A"?
Re: Closest labor operation - 04/16/2015
That is a closest to op code. It would be submitted in olh with actual clock time which you say is 0.3 . It would also require service manager auth e with explanation,date and time.
Re: RECALL 14116 POWER STEERING TORQUE SENSOR - 04/21/2015
... calibrate. I ran it as a parts warranty with the tech giving a good explanation of the failure. Service manager oked the repair and i had no problem getting it paid. I felt this was no different than any other parts warranty claim....
Special Policy with a Blocked Title - 04/28/2015
My service advisor asked if a special coverage is allowed to be performed with blocked title. I could swear I just read somewhere in JL that they are allowed to be performed with a blocked title but I submitted it and it kicked back. Help! I know recalls...
Forum - 03/27/2017
One concern with separate causes: handle as two separate transactions, using the labor operation applicable to each failed (causal) component. Service management authorization for repeat (pyramiding) repairs.
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...
RECALIBRATIONS AND SOFTWARE UPDATES - 09/23/2016
... to always list them is an ongoing problem. I just want to make sure that before I get the service manager involved and have him approach the techs that there should be a WCC code for each upgrade/recalibration.Thanks, Carol ...
Forum - 02/20/2017
How do you know what is your monthly amount of warranty? Are you going off of what is in the Service Agent Analysis Summary Report or by a report that your dealership accounting does? I havent had a raise since I started this job. The...
Forum - 02/20/2017
My service manager must 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...
CADILLAC CUST IN CADILLAC FROM ENTERPRISE REJECTING?? - 02/08/2017
... 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 that are cadillac, but sometimes not enough & have...
Forum - 02/09/2017
... Retention Requirements Part retention requirements on oil filters replaced as part of the service procedure listed in Bulletin 17019 is waived. Dealers can immediately scrap oil filters removed from Malibus after completing this field action. As...
Forum - 02/07/2017
... 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 - 02/07/2017
Article 3.2.9 in the Service P&P addresses the peel and stick system. We use them as well. On Monday, I bundle all of the hard cards from the previous week's tickets, stapled together by tech/date, and they go upstairs to be saved forever...
Used Car Inspection Checklist - 12/20/2016
Does anyone out there have a Used Vehicle Inspection Checklist I can use also? Our former service manager deleted ours from the computer when he left and I have no other copy. Thanks in advance!
Warranty Operations Manual Update - 12/22/2016
The Best GM Warranty Training Manual Available! Features condensed GM Service Policy & Procedures information outlined in an easy to read format. Free Download
Forum - 01/16/2017
Yeah I don't know what other places do. We let our service manager go and I took over the warranty part and that's just what got offered to me.
Forum - 01/18/2017
In reviewing the service procedure for the replacement of the sensor, it includes the performance of the DPF Regeneration Enable process with the scan tool. This procedure is included in the labor time for the sensor replacement and is not claimed...
Forum - 01/20/2017
I get paid hourly plus my 2% bonus. I started in the parts department, then moved to service when the warranty administrator job opened up and I got a raise in my pay and the bonus. We weren't sure how every other dealership does it but that's what we...
Forum - 10/03/2016
... 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 the Global Warranty System PRIOR to...
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.
Pyramiding repairs and how to avoid them - 11/10/2016
A full description of how GM determines if a repair is considered Pyramiding, how they calculate the number that shows up on the Service Agent Summary Analysis Report and how to avoid submitting pyramiding claimsFormat: Article
Forum - 10/18/2016
... same transaction and OLH was utilized to claim the additional labor involved. What are the service management authorization and technician time accounting requirements for the OLH? A: In this situation, the OLH field of the transaction is...
Proper procedure of DMA's - 05/20/2017
Looking for clarification on "WHO" should be submitting DMAs..... Advisors? Service Managers? Do warranty admins have any involvement with the process??
Forum - 05/22/2017
There's a Rules and Guidelines link on the App for Aftersales Empowerment. It looks like just the service manager should be using it, probably to make sure of management involvement. I have access but only go on to see if there have been approved...
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.
CPVS AND LABOR OPERATIONS INCLUDED - 05/30/2017
... labor operations and claim types are excluded when it comes to determining your cost per vehicle serviced on the monthly analysis report? My understanding is that recalls, maintenances and special coverage operations aren't included to determine that...
Policy Evaluation Tool And, Policy Approvals? - 06/02/2017
If Service Manager completes the Policy Evaluation Tools, does he still need to complete his Sign, date, time, reason on the work order? Or, does attaching the PET satisfy the authorization requirements for Policy?
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 - 05/02/2017
... had a reprint run, tech to transfer his notes and attached the photocopy of the original in the service file, then trashed the original... ...
Forum - 04/11/2017
i found that strange that the service manager did one authorization for both repair lines instead of two separate ones..he for sure needs two separate authorizations because those jobs were not complete at the same time !
Electrical and Powertrain Labor-Only Labor Codes - 04/25/2017
... in the document(06-08-47-001M) directly following CCND section...do these need CCND approvals from service management?...
Forum - 03/30/2017
... 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 data roaming at 2G spe Spark Spark / / Bolt...
Forum - 07/14/2017
To find the Empowerment Level: GWM>Analyze Warranty>View Service Agent Profile>Empowerment Level (listed as 5, 6, or 7 - with 6 being the standard dealer empowerment level). To easily view the current level (effective 4/20/2017...
Forum - 07/23/2017
... JLwarranty providing us with an actual example of a warranty claim which includes a service manager's hand written documentation authorizing OLH. The warrany copy of a claim with electonic time punches and a work order copy or hard copy of...
Forum - 08/01/2017
... same transaction and OLH was utilized to claim the additional labor involved. What are the service management authorization and technician time accounting requirements for the OLH? A: In this situation, the OLH field of the transaction is...
Forum - 07/25/2017
... to pay for finding that the concern is a normal operating conditon of the car, even with the service management signatures, i's dotted, t's crossed, separate punches and the lot! But anymore I usually double check with someone in these sorts o...
Forum - 07/26/2017
I would also like to see that because I was asked to remove several hours of OLH because the Service Manager signed off on the electronic time punch sheet and not the Hard copy job card, but they are attached together. I've also been asked to remove OLH...
Article 3.2.9 in the Service P&P addresses the peel and stick system. We use them as well. On Monday, I bundle all of the hard cards from the previous week's tickets, stapled together by tech/date, and they go upstairs to be saved forever...
Used Car Inspection Checklist - 12/20/2016
Does anyone out there have a Used Vehicle Inspection Checklist I can use also? Our former service manager deleted ours from the computer when he left and I have no other copy. Thanks in advance!
Warranty Operations Manual Update - 12/22/2016
The Best GM Warranty Training Manual Available! Features condensed GM Service Policy & Procedures information outlined in an easy to read format. Free Download
Forum - 01/16/2017
Yeah I don't know what other places do. We let our service manager go and I took over the warranty part and that's just what got offered to me.
Forum - 01/18/2017
In reviewing the service procedure for the replacement of the sensor, it includes the performance of the DPF Regeneration Enable process with the scan tool. This procedure is included in the labor time for the sensor replacement and is not claimed...
Forum - 01/20/2017
I get paid hourly plus my 2% bonus. I started in the parts department, then moved to service when the warranty administrator job opened up and I got a raise in my pay and the bonus. We weren't sure how every other dealership does it but that's what we...
Forum - 10/03/2016
... 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 the Global Warranty System PRIOR to...
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.
Pyramiding repairs and how to avoid them - 11/10/2016
A full description of how GM determines if a repair is considered Pyramiding, how they calculate the number that shows up on the Service Agent Summary Analysis Report and how to avoid submitting pyramiding claimsFormat: Article
Forum - 10/18/2016
... same transaction and OLH was utilized to claim the additional labor involved. What are the service management authorization and technician time accounting requirements for the OLH? A: In this situation, the OLH field of the transaction is...
Proper procedure of DMA's - 05/20/2017
Looking for clarification on "WHO" should be submitting DMAs..... Advisors? Service Managers? Do warranty admins have any involvement with the process??
Forum - 05/22/2017
There's a Rules and Guidelines link on the App for Aftersales Empowerment. It looks like just the service manager should be using it, probably to make sure of management involvement. I have access but only go on to see if there have been approved...
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.
CPVS AND LABOR OPERATIONS INCLUDED - 05/30/2017
... labor operations and claim types are excluded when it comes to determining your cost per vehicle serviced on the monthly analysis report? My understanding is that recalls, maintenances and special coverage operations aren't included to determine that...
Policy Evaluation Tool And, Policy Approvals? - 06/02/2017
If Service Manager completes the Policy Evaluation Tools, does he still need to complete his Sign, date, time, reason on the work order? Or, does attaching the PET satisfy the authorization requirements for Policy?
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 - 05/02/2017
... had a reprint run, tech to transfer his notes and attached the photocopy of the original in the service file, then trashed the original... ...
Forum - 04/11/2017
i found that strange that the service manager did one authorization for both repair lines instead of two separate ones..he for sure needs two separate authorizations because those jobs were not complete at the same time !
Electrical and Powertrain Labor-Only Labor Codes - 04/25/2017
... in the document(06-08-47-001M) directly following CCND section...do these need CCND approvals from service management?...
Forum - 03/30/2017
... 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 data roaming at 2G spe Spark Spark / / Bolt...
Forum - 07/14/2017
To find the Empowerment Level: GWM>Analyze Warranty>View Service Agent Profile>Empowerment Level (listed as 5, 6, or 7 - with 6 being the standard dealer empowerment level). To easily view the current level (effective 4/20/2017...
Forum - 07/23/2017
... JLwarranty providing us with an actual example of a warranty claim which includes a service manager's hand written documentation authorizing OLH. The warrany copy of a claim with electonic time punches and a work order copy or hard copy of...
Forum - 08/01/2017
... same transaction and OLH was utilized to claim the additional labor involved. What are the service management authorization and technician time accounting requirements for the OLH? A: In this situation, the OLH field of the transaction is...
Forum - 07/25/2017
... to pay for finding that the concern is a normal operating conditon of the car, even with the service management signatures, i's dotted, t's crossed, separate punches and the lot! But anymore I usually double check with someone in these sorts o...
Forum - 07/26/2017
I would also like to see that because I was asked to remove several hours of OLH because the Service Manager signed off on the electronic time punch sheet and not the Hard copy job card, but they are attached together. I've also been asked to remove OLH...
Forum - 06/22/2017
... advisors, but I run into the same issues with the experienced ones too. We have a monthly service meeting where anyone can bring up their concerns and I'm starting to feel like a parrot! ...
Forum - 06/22/2017
... done or not at the time, she chose not to....with that said, we'd probably cave and give her a service credit or something else to try and keep her happy. We seem to have become a charity department anymore. We even have a current customer...
Forum - 06/16/2017
I WOULD CONSIDER THE 2 SUB'S TO BE A LESSON LEARNED, AN INTERNAL THE COST. IT WOULD BE UP TO THE SERVICE MANAGER TO EVALUATE WHETHER THEY WOULD LIKE TO GOODWILL...
Forum - 06/19/2017
... it when tickets are kept open for a few weeks or months for ordered parts until its convenient for service to get the customers back in.....
Forum - 06/14/2017
... due to the circumstances that they're needed. I also still make sure that the service manager's full authorization is on the job card with the explanation for use. You may also run into circumstances with a new vehicle (not sold yet)...
Re: Revised Dealer Policy Empowerment Bulletin 11-00-89-005 - 10/12/2012
... 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 been much abused (the easy way out) for far too long. ...
TIRE CLAIM - 10/24/2012
... 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 SUGGESTIONS??...
Re: TIRE CLAIM - 11/01/2012
... WARRANTY OR POLICY). THE ADMINISTRATION TIME IS EARNED DUE TO THE DETAILS THAT HAVE TO BE DONE TO SERVICE THE CUSTOMER NEEDS (PREAUTHORIZATION AND ANYO OTHER DETAILS. ...
Engineering Information and the exact customer concern - 11/30/2012
So I have a claim that my service 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...
Re: SHIPPING LABEL - 12/13/2012
... PROVIDER POP UP WINDOW WILL APPEAR..SLECT THE LINK FOR SHOPPING PARTS UNDER 150 LBS A UPS SERVICE TERMS AND CONDITIONS SCREEN WILL APPEAR, SLECT THE "CONTINUE" LINK WITHIN THE SCREEN AND IT WILL TAKE YOU TO THE NORMAL UPS SCREEN TO FILL OUT AND PRIN...
Re: BULLETIN PI0562E - 12/28/2012
my service manager was asking about it i looked a he bulletin too didnt see where it said to change the oil and filter just curious what everyone else was doing, thanks for the imput
Re: Who's your boss? - 12/29/2012
... She's as close to a general manager that we have. The feeling here is that if I'm working for the Service Manager, that is having the fox guarding the hen house. If I have any issues with the SM I take it to her and she makes the decisions. She is...
Re: Valid Special Policy with Additional Repair Out Of Warranty - 12/20/2012
... work miracles ,just my opinion if the tech saw all the extra repairs this vehicle needed then the service manager should have been aware and handled this problem before it got to the warranty adm.....
ac delco starter -parts warranty - 01/01/2013
Hello, I have a nissan that ac delco starter was installed on and now had to be replaced under service agent installed parts waaranty. The part # doesn't work in system ( choose vin not on file of corse) also tried putting part $ in net system keeps rejecting...
Re: Carrier request for transportation claim - 08/14/2012
... card. So yes, it has happened to me but only once. As I recall nothing came of it, I told the service manager about the request and we sent it off to them. Let us know if you get a response from them if you send it....
Re: Engine-Trans Auth Form - 07/29/2012
... SCANNING IF YOUR DEALERSHIP STILL MUST CONTACT PQC ON NON-ALLISON TRANSMISSION REPAIRS. IF YOUR SERVICE MGR NOW HAS ABILITY TO AUTHORIZE K7000 CLAIMS, YOU ONLY HAVE TO SAVE THOSE DOCUMENTS FOR AUDIT INSPECTION. I do not have a copy handy to send to you...
Re: how would you submit this claim!! - 08/02/2012
claim rejected code 067 other parts on claim not compatible with labor op E2321..DBC says to h route but when i do that , it tells me GM auth request not allowed--within service agent self auth limits..Now I am confused..suggestions please !!!
Re: Goodwill on GM Certified Pre-Owned? - 08/17/2012
You maybe able to goodwill, 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...
Re: Fuel injectors NOT covered under powertrain warranty???? - 08/20/2012
I ran across that before. My service advisor didn't double check the labor op for coverage under the particular model year and it turned out that the op was dropped from the powertrain coverage! Lesson learned, never assume anything!
Re: Carrier request for transportation claim - 08/21/2012
I did not send anything from the first request. They apparently called again today and asked for the Service Manager, and asked for copies again. Claims were paid a long time ago - I would think GM would have billed them by now for it? I'm still skeptical...
Transmission Overhauling - 04/03/2013
My Service Department frequently overhauls transmissions. GM pays a flat rate amount based on what failed. Any additional time for diagnosing and other repairs is to be submitted as OLH with broken up time flags to support. Does anyone here have an...
Re: reimbursement for special coverage - 04/15/2013
Sorry i see you were talking about a special service policy..disregard 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...
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: 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: Any new idea's - 04/22/2013
... upselling on these job cards. People's perception is probably that GM is covering all necessary services and they shouldn't have to pay for anything else. It's a big write off on some of these jobs though!...
... advisors, but I run into the same issues with the experienced ones too. We have a monthly service meeting where anyone can bring up their concerns and I'm starting to feel like a parrot! ...
Forum - 06/22/2017
... done or not at the time, she chose not to....with that said, we'd probably cave and give her a service credit or something else to try and keep her happy. We seem to have become a charity department anymore. We even have a current customer...
Forum - 06/16/2017
I WOULD CONSIDER THE 2 SUB'S TO BE A LESSON LEARNED, AN INTERNAL THE COST. IT WOULD BE UP TO THE SERVICE MANAGER TO EVALUATE WHETHER THEY WOULD LIKE TO GOODWILL...
Forum - 06/19/2017
... it when tickets are kept open for a few weeks or months for ordered parts until its convenient for service to get the customers back in.....
Forum - 06/14/2017
... due to the circumstances that they're needed. I also still make sure that the service manager's full authorization is on the job card with the explanation for use. You may also run into circumstances with a new vehicle (not sold yet)...
Re: Revised Dealer Policy Empowerment Bulletin 11-00-89-005 - 10/12/2012
... 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 been much abused (the easy way out) for far too long. ...
TIRE CLAIM - 10/24/2012
... 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 SUGGESTIONS??...
Re: TIRE CLAIM - 11/01/2012
... WARRANTY OR POLICY). THE ADMINISTRATION TIME IS EARNED DUE TO THE DETAILS THAT HAVE TO BE DONE TO SERVICE THE CUSTOMER NEEDS (PREAUTHORIZATION AND ANYO OTHER DETAILS. ...
Engineering Information and the exact customer concern - 11/30/2012
So I have a claim that my service 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...
Re: SHIPPING LABEL - 12/13/2012
... PROVIDER POP UP WINDOW WILL APPEAR..SLECT THE LINK FOR SHOPPING PARTS UNDER 150 LBS A UPS SERVICE TERMS AND CONDITIONS SCREEN WILL APPEAR, SLECT THE "CONTINUE" LINK WITHIN THE SCREEN AND IT WILL TAKE YOU TO THE NORMAL UPS SCREEN TO FILL OUT AND PRIN...
Re: BULLETIN PI0562E - 12/28/2012
my service manager was asking about it i looked a he bulletin too didnt see where it said to change the oil and filter just curious what everyone else was doing, thanks for the imput
Re: Who's your boss? - 12/29/2012
... She's as close to a general manager that we have. The feeling here is that if I'm working for the Service Manager, that is having the fox guarding the hen house. If I have any issues with the SM I take it to her and she makes the decisions. She is...
Re: Valid Special Policy with Additional Repair Out Of Warranty - 12/20/2012
... work miracles ,just my opinion if the tech saw all the extra repairs this vehicle needed then the service manager should have been aware and handled this problem before it got to the warranty adm.....
ac delco starter -parts warranty - 01/01/2013
Hello, I have a nissan that ac delco starter was installed on and now had to be replaced under service agent installed parts waaranty. The part # doesn't work in system ( choose vin not on file of corse) also tried putting part $ in net system keeps rejecting...
Re: Carrier request for transportation claim - 08/14/2012
... card. So yes, it has happened to me but only once. As I recall nothing came of it, I told the service manager about the request and we sent it off to them. Let us know if you get a response from them if you send it....
Re: Engine-Trans Auth Form - 07/29/2012
... SCANNING IF YOUR DEALERSHIP STILL MUST CONTACT PQC ON NON-ALLISON TRANSMISSION REPAIRS. IF YOUR SERVICE MGR NOW HAS ABILITY TO AUTHORIZE K7000 CLAIMS, YOU ONLY HAVE TO SAVE THOSE DOCUMENTS FOR AUDIT INSPECTION. I do not have a copy handy to send to you...
Re: how would you submit this claim!! - 08/02/2012
claim rejected code 067 other parts on claim not compatible with labor op E2321..DBC says to h route but when i do that , it tells me GM auth request not allowed--within service agent self auth limits..Now I am confused..suggestions please !!!
Re: Goodwill on GM Certified Pre-Owned? - 08/17/2012
You maybe able to goodwill, 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...
Re: Fuel injectors NOT covered under powertrain warranty???? - 08/20/2012
I ran across that before. My service advisor didn't double check the labor op for coverage under the particular model year and it turned out that the op was dropped from the powertrain coverage! Lesson learned, never assume anything!
Re: Carrier request for transportation claim - 08/21/2012
I did not send anything from the first request. They apparently called again today and asked for the Service Manager, and asked for copies again. Claims were paid a long time ago - I would think GM would have billed them by now for it? I'm still skeptical...
Transmission Overhauling - 04/03/2013
My Service Department frequently overhauls transmissions. GM pays a flat rate amount based on what failed. Any additional time for diagnosing and other repairs is to be submitted as OLH with broken up time flags to support. Does anyone here have an...
Re: reimbursement for special coverage - 04/15/2013
Sorry i see you were talking about a special service policy..disregard 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...
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: 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: Any new idea's - 04/22/2013
... upselling on these job cards. People's perception is probably that GM is covering all necessary services and they shouldn't have to pay for anything else. It's a big write off on some of these jobs though!...
Moose! - 05/03/2013
I work for Alaska Sales & Service, a GMC Chevy Buick Cadillac dealer in Anchorage, Alaska. We're quite near the downtown area. This morning on the way to work I took this picture. That's our body shop in the background. There were actually two moose,...
Re: Need HELP! - 08/08/2013
... your technicians time. Make sure the amount of OLH is clearly documented AND approved by your Service Manager. It could be 0.5 hrs or it could be 20.0 hours. It just depends on what YOU and YOUR Service Manager deem reasonable and necessary to satisfy...
Re: dealer installed accessories !! - 03/01/2013
locate the 'I' labor op and enter it as a zset transaction. Make sure to select the service agent installed option on the second page. No complaint, cause or correction needed but you do need to enter the part number. It will be a $0 transaction. I always...
could go either way, I'm on the fence.... - 03/05/2013
Need a closest to labor op. 2013 silverado, 359m. Cel on. PIP3119k. Per document the tech cleared the dtc. Service manager would have me use the reprogram op of J6350 as closest too. I like NPF better, but then he would say it really not an NPF as we...
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...
Re: Valid Special Policy with Additional Repair Out Of Warranty - 12/27/2012
It is very frustrating to see this happen , i have seen it alot on this forum some warranty adms not knowing how to handle a problem claim given to them,my opinion all service managers need to be aware of everything happening in their shop..
Re: Who's your boss? - 01/08/2013
I work for a large chain of dealers and I have 2 bosses. Both the Fixed Ops Director and one of the service managers. The controller made it mandatory that we work in the main office though, because the prior warranty admin was screwing the schedules...
Re: What Would You Do - 11/14 - 12/10/2014
... the same day, the warranty administrator included them all with the recall labour operation. The service manager had applied authorization for the excessive parts and the technician had included comments supporting the additional modules. Each of the...
Re: Just a quick check to make sure I'm not the only one losing it - 11/04/2014
I wanted to laugh the other day because my Service Director made a comment that in our Toyota store their warranty count doubled last month due to this airbag recall. I thought...."I have been doing almost triple for months now"! What I find is that...
Re: Over The Counter Parts Warranty - 01/29/2015
you would need to know what is wrong with the part so if i am not mistaken the service dept would have to check the part out and a job card would need to be made !
Re: What Would You Do - 01/15 - 12/23/2014
No, it would likely not hold up in audit. See P&P section 3.2.12 which states: "Multiple additional concerns must each contain this [service manager] approval."
Re: Over The Counter Parts Warranty - 01/29/2015
I submit mine on a parts invoice but there should be an explanation of the concern and basic cause that you can use. We don't put them on a service job card since it's just a part return.
Required Operating Procedures - UPDATED - 11/26/2014
Bulletin 04-00-89-015I, Required Operating Procedures, has been revised to align with the 2014 2nd Edition Policies and Procedures Manual, released on 11/18/2014 and update the Service Management Approvals and Transaction Authorizations table.
Re: May - Share Your Tip - 05/27/2014
We have a Shuttle stamp with boxes for one way or two way for the service advisers to check. That being said, I don't believe they use it as often as they should. If I remind them I'll see it for maybe a week and then they stop.
Re: no parts to return to wpc - 07/29/2014
... to the Warranty Support Center. The WPC Part Waiver form is available in GlobalConnect in the Service Workbench. Select Service Forms and then select the WPC Part Waiver Form....
Re: April - Share Your Tip! - 05/01/2014
I think one of the biggest challenges I face is making sure the service manager, parts manager, controller, and GM are all on the same page! Keeping everyone in the loop is a bit difficult sometimes with so many things going on right now in the warra...
Re: OLH punchtime vs. actual punchtime - 01/16/2014
... for the job..the other labor hours for this job needs to be approved, explained and dated by the service manager before the job is started...Article 1.6.2.11 AND 1.6.2.13 in th policies and procedures manuel.. hope this helps you ...
Re: One line or Two lines - 09/16/2013
... the full amount of the labor time is rejecting you may want to submit 1/2 or 0.6 for olh..if your service manager cannot auth for excessive parts and olh's this may help so you can H route this for Gm auth with comments... hope this helps you!! ...
Re: The 3 C's - 04/14/2014
I just remind the Service Advisors and Techs that I am NOT mechanically trained, just as they are not warranty trained. ( I will even ask them to submit a warranty claim, and they look at me like im crazy, so they get a clue as to what im saying) Then...
Re: These recalls are killing me! - 04/16/2014
I had one that showed closed on VISS but did not show in transaction history as being done, i called DBC they adv to h route that rejected saying my service manager could auth claim..which he did and i sent it back thru with no problems..
WPC PARTS WAVIER FORM - 04/17/2014
... WAVIER FORM.I CHATTED WITH A FELLOW AT DBC AND HE TOLD ME TO GO TO: GLOBAL CONNECT. 1.LIBRARY 2.SERVICE 3.WARRANTY ADMINISTRATION 4.WPC PART WAVIER FORM, WE I DO THAT THERE IS NO WARRANTY ADMINISTRATION. IS THERE ANOTHER LIBRARY OTHER THAN THE ONE ON...
Re: March - Share Your Tip! - 03/07/2014
Flush codes are always wrote on the back of the Job card hard copy. Our Service advisors also have this info in comments on soft copies.
Re: The 3 C's - 03/11/2014
My advisors don't get paid til their repair order closes so I give it back to them to correct. My service manager is quite strict so they pretty much stay on task. Now the techs.....a little more difficult but it just takes consistency with them. I...
Seat Back Recall13323 - 10/03/2013
We had several trucks initially on the list for the Service Update Bulletin 13310. We did the inspections and now they have cancelled the SUB and replaced it with Recall 13323. Are we going to be able to submit for the inspections that GM has now decided...
GM accounting manual? - 10/11/2013
... work know if a GM accounting manual exists? And if so, where can it be found? I know where the service and warranty manuals are on GM's site and have those, but does anyone know if one exists for accounting and where to obtain it? Any help would be...
I work for Alaska Sales & Service, a GMC Chevy Buick Cadillac dealer in Anchorage, Alaska. We're quite near the downtown area. This morning on the way to work I took this picture. That's our body shop in the background. There were actually two moose,...
Re: Need HELP! - 08/08/2013
... your technicians time. Make sure the amount of OLH is clearly documented AND approved by your Service Manager. It could be 0.5 hrs or it could be 20.0 hours. It just depends on what YOU and YOUR Service Manager deem reasonable and necessary to satisfy...
Re: dealer installed accessories !! - 03/01/2013
locate the 'I' labor op and enter it as a zset transaction. Make sure to select the service agent installed option on the second page. No complaint, cause or correction needed but you do need to enter the part number. It will be a $0 transaction. I always...
could go either way, I'm on the fence.... - 03/05/2013
Need a closest to labor op. 2013 silverado, 359m. Cel on. PIP3119k. Per document the tech cleared the dtc. Service manager would have me use the reprogram op of J6350 as closest too. I like NPF better, but then he would say it really not an NPF as we...
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...
Re: Valid Special Policy with Additional Repair Out Of Warranty - 12/27/2012
It is very frustrating to see this happen , i have seen it alot on this forum some warranty adms not knowing how to handle a problem claim given to them,my opinion all service managers need to be aware of everything happening in their shop..
Re: Who's your boss? - 01/08/2013
I work for a large chain of dealers and I have 2 bosses. Both the Fixed Ops Director and one of the service managers. The controller made it mandatory that we work in the main office though, because the prior warranty admin was screwing the schedules...
Re: What Would You Do - 11/14 - 12/10/2014
... the same day, the warranty administrator included them all with the recall labour operation. The service manager had applied authorization for the excessive parts and the technician had included comments supporting the additional modules. Each of the...
Re: Just a quick check to make sure I'm not the only one losing it - 11/04/2014
I wanted to laugh the other day because my Service Director made a comment that in our Toyota store their warranty count doubled last month due to this airbag recall. I thought...."I have been doing almost triple for months now"! What I find is that...
Re: Over The Counter Parts Warranty - 01/29/2015
you would need to know what is wrong with the part so if i am not mistaken the service dept would have to check the part out and a job card would need to be made !
Re: What Would You Do - 01/15 - 12/23/2014
No, it would likely not hold up in audit. See P&P section 3.2.12 which states: "Multiple additional concerns must each contain this [service manager] approval."
Re: Over The Counter Parts Warranty - 01/29/2015
I submit mine on a parts invoice but there should be an explanation of the concern and basic cause that you can use. We don't put them on a service job card since it's just a part return.
Required Operating Procedures - UPDATED - 11/26/2014
Bulletin 04-00-89-015I, Required Operating Procedures, has been revised to align with the 2014 2nd Edition Policies and Procedures Manual, released on 11/18/2014 and update the Service Management Approvals and Transaction Authorizations table.
Re: May - Share Your Tip - 05/27/2014
We have a Shuttle stamp with boxes for one way or two way for the service advisers to check. That being said, I don't believe they use it as often as they should. If I remind them I'll see it for maybe a week and then they stop.
Re: no parts to return to wpc - 07/29/2014
... to the Warranty Support Center. The WPC Part Waiver form is available in GlobalConnect in the Service Workbench. Select Service Forms and then select the WPC Part Waiver Form....
Re: April - Share Your Tip! - 05/01/2014
I think one of the biggest challenges I face is making sure the service manager, parts manager, controller, and GM are all on the same page! Keeping everyone in the loop is a bit difficult sometimes with so many things going on right now in the warra...
Re: OLH punchtime vs. actual punchtime - 01/16/2014
... for the job..the other labor hours for this job needs to be approved, explained and dated by the service manager before the job is started...Article 1.6.2.11 AND 1.6.2.13 in th policies and procedures manuel.. hope this helps you ...
Re: One line or Two lines - 09/16/2013
... the full amount of the labor time is rejecting you may want to submit 1/2 or 0.6 for olh..if your service manager cannot auth for excessive parts and olh's this may help so you can H route this for Gm auth with comments... hope this helps you!! ...
Re: The 3 C's - 04/14/2014
I just remind the Service Advisors and Techs that I am NOT mechanically trained, just as they are not warranty trained. ( I will even ask them to submit a warranty claim, and they look at me like im crazy, so they get a clue as to what im saying) Then...
Re: These recalls are killing me! - 04/16/2014
I had one that showed closed on VISS but did not show in transaction history as being done, i called DBC they adv to h route that rejected saying my service manager could auth claim..which he did and i sent it back thru with no problems..
WPC PARTS WAVIER FORM - 04/17/2014
... WAVIER FORM.I CHATTED WITH A FELLOW AT DBC AND HE TOLD ME TO GO TO: GLOBAL CONNECT. 1.LIBRARY 2.SERVICE 3.WARRANTY ADMINISTRATION 4.WPC PART WAVIER FORM, WE I DO THAT THERE IS NO WARRANTY ADMINISTRATION. IS THERE ANOTHER LIBRARY OTHER THAN THE ONE ON...
Re: March - Share Your Tip! - 03/07/2014
Flush codes are always wrote on the back of the Job card hard copy. Our Service advisors also have this info in comments on soft copies.
Re: The 3 C's - 03/11/2014
My advisors don't get paid til their repair order closes so I give it back to them to correct. My service manager is quite strict so they pretty much stay on task. Now the techs.....a little more difficult but it just takes consistency with them. I...
Seat Back Recall13323 - 10/03/2013
We had several trucks initially on the list for the Service Update Bulletin 13310. We did the inspections and now they have cancelled the SUB and replaced it with Recall 13323. Are we going to be able to submit for the inspections that GM has now decided...
GM accounting manual? - 10/11/2013
... work know if a GM accounting manual exists? And if so, where can it be found? I know where the service and warranty manuals are on GM's site and have those, but does anyone know if one exists for accounting and where to obtain it? Any help would be...
Re: Electrical Labor OP codes - 10/31/2013
sure can..go on Global Connect like you are looking for a labor op BUT use the VIN--go to Service Manuel--Power Signal Distribution--Wiring Systems and Power Management--Schematic and Routing Diagrams..Choose the correct section--wiring harness rputing...
Business Choice - 11/20/2013
Has anyone ran across having to perform a service under Business Choice and the vehicle has dual rear wheels? I've checked the message (G_0000156291) and there's specific mention in the claim information section about SRW Tire Rotation so I'm curious...
ZPTI WITH RENTAL - 02/13/2014
To my knowledge we can't get a rental with a claim type B. I've searched and searched and I can't find it anywhere though, anyone know where I can find the wording to let my service manager know?
Re: Aftermarket Warranty Block - 08/14/2013
... company may not authorize the work or the repairs may not be covered...I would get with my service manager on this one.......
Re: Aftermarket Warranty Block - 08/15/2013
if it falls within your service managers self auth. then he should have signed, dated and gave a brief description on the job card as to why he was authorizing this out of warranty claim All before the work was started...So when the claim got to you all...
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: PRE-DELIVERY INSPECTION FORMS - 04/19/2011
Go to global connect and under work benches, go to service tab and look for Pre-Delivery Inspection Forms. You can print them from there.
MULTIPOINT INSPECTIONS - 05/14/2011
My service mamnger told me yesterday that GM does not want us doing multipoint inspections on vehicles that are in for warranty work? Has anyone else heard of this?
Re: Additional Time for Installing Assist Steps on 2011 Diesel Silverado - 05/16/2011
I've instructed all our Service Advisors and 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...
Re: Accessories for - 05/17/2011
... these. This is how we handled it. The sales department applies for the labor thru business choice. Service opens a repair order and books the labor warranty so it hits the warranty schedule so it can be tracked. Within 2 weeks payment shows up on open...
Re: EMRP 48/36 MG ENHANCED ?????? - 08/06/2011
I have one of those in my shop now. The vehicle was bought from Enterprise and they included an extended warranty w/the sale. This Cad has been in before and it works just like any GMPP Service Contract.
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...
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...
Re: non gm parts mark up - 08/19/2011
... part is used because a GM part is not available, the reason must be recorded on the job card. The service agent net price must be identified and cannot be marked up." Put in the part number, cost and check non GM part box when submitting....
Re: DRAC cars - 08/22/2011
I can't find the message anywhere either, but as I recall you had to be a Buick or GMC dealer, and had to have a certain # of Buick or GMC vehicles in DRAC service for the $42 rate to apply. Maybe you aren't up to the # of vehicles they require??
Wheel Alignment Questionnaire - 09/02/2011
... prints funny when printed with the bulletin. I have looked in the Pol/Proced manual as well as the Service forms with no luck, any help? ...
Business Choice - 09/14/2011
... this? One vehicle has 7 different accessories and I don't see them on the vehicle build. Even my service manager doesn't seem too sure about this. Help!...
GM transaction summary for 10/17/11 - 10/18/2011
... showing up on the transaction summary report? The only one that shows up on my report is a GMPP service contract one, none of my regular warranty claims show up. They are in the "accepted" list but do not show up on the summary report. Just curious...
Re: What should I do? - 12/06/2011
... 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 what happens....
Re: What should I do? - 12/16/2011
... lock switch. Gave the customer the benefit of the doubt in hopes that they will return for future service....
Re: GM FAMILY FIRST - 12/29/2011
look in September 2011 newsletter bottom of page 4 and top of page 5...message g_0000076380..there are four different labor ops depending on the amount of the service..HOPE THIS WHAT YOU ARE LOOKING FOR..
Re: Silverado HD PDI form? - 01/03/2012
I never paid much attention to the PDI forms that they were different for each truck..i know that sounds bad but my service advisor prints them and makes a ticket...but being a small GMC dealer i guess they look at the side of the truck if there is an...
Re: MISCELLANEOUS FUEL - 01/10/2012
... 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 a no problem found...
Re: CBG PRE-OWNED LIMITED - 01/25/2012
We bill out the entire amount then we write off the balance to advertising. I'm going to have to beat my service advisors over the head with that 5 page list of uncovered labor ops!
Re: N0110 BATTERY - 01/19/2012
my service manager authorized a battery replacement on a 2008 gmc pickup..that rejected as being restricted..dbc told me this applies to replacement of in and out of warranty batteries is this correct????
sure can..go on Global Connect like you are looking for a labor op BUT use the VIN--go to Service Manuel--Power Signal Distribution--Wiring Systems and Power Management--Schematic and Routing Diagrams..Choose the correct section--wiring harness rputing...
Business Choice - 11/20/2013
Has anyone ran across having to perform a service under Business Choice and the vehicle has dual rear wheels? I've checked the message (G_0000156291) and there's specific mention in the claim information section about SRW Tire Rotation so I'm curious...
ZPTI WITH RENTAL - 02/13/2014
To my knowledge we can't get a rental with a claim type B. I've searched and searched and I can't find it anywhere though, anyone know where I can find the wording to let my service manager know?
Re: Aftermarket Warranty Block - 08/14/2013
... company may not authorize the work or the repairs may not be covered...I would get with my service manager on this one.......
Re: Aftermarket Warranty Block - 08/15/2013
if it falls within your service managers self auth. then he should have signed, dated and gave a brief description on the job card as to why he was authorizing this out of warranty claim All before the work was started...So when the claim got to you all...
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: PRE-DELIVERY INSPECTION FORMS - 04/19/2011
Go to global connect and under work benches, go to service tab and look for Pre-Delivery Inspection Forms. You can print them from there.
MULTIPOINT INSPECTIONS - 05/14/2011
My service mamnger told me yesterday that GM does not want us doing multipoint inspections on vehicles that are in for warranty work? Has anyone else heard of this?
Re: Additional Time for Installing Assist Steps on 2011 Diesel Silverado - 05/16/2011
I've instructed all our Service Advisors and 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...
Re: Accessories for - 05/17/2011
... these. This is how we handled it. The sales department applies for the labor thru business choice. Service opens a repair order and books the labor warranty so it hits the warranty schedule so it can be tracked. Within 2 weeks payment shows up on open...
Re: EMRP 48/36 MG ENHANCED ?????? - 08/06/2011
I have one of those in my shop now. The vehicle was bought from Enterprise and they included an extended warranty w/the sale. This Cad has been in before and it works just like any GMPP Service Contract.
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...
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...
Re: non gm parts mark up - 08/19/2011
... part is used because a GM part is not available, the reason must be recorded on the job card. The service agent net price must be identified and cannot be marked up." Put in the part number, cost and check non GM part box when submitting....
Re: DRAC cars - 08/22/2011
I can't find the message anywhere either, but as I recall you had to be a Buick or GMC dealer, and had to have a certain # of Buick or GMC vehicles in DRAC service for the $42 rate to apply. Maybe you aren't up to the # of vehicles they require??
Wheel Alignment Questionnaire - 09/02/2011
... prints funny when printed with the bulletin. I have looked in the Pol/Proced manual as well as the Service forms with no luck, any help? ...
Business Choice - 09/14/2011
... this? One vehicle has 7 different accessories and I don't see them on the vehicle build. Even my service manager doesn't seem too sure about this. Help!...
GM transaction summary for 10/17/11 - 10/18/2011
... showing up on the transaction summary report? The only one that shows up on my report is a GMPP service contract one, none of my regular warranty claims show up. They are in the "accepted" list but do not show up on the summary report. Just curious...
Re: What should I do? - 12/06/2011
... 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 what happens....
Re: What should I do? - 12/16/2011
... lock switch. Gave the customer the benefit of the doubt in hopes that they will return for future service....
Re: GM FAMILY FIRST - 12/29/2011
look in September 2011 newsletter bottom of page 4 and top of page 5...message g_0000076380..there are four different labor ops depending on the amount of the service..HOPE THIS WHAT YOU ARE LOOKING FOR..
Re: Silverado HD PDI form? - 01/03/2012
I never paid much attention to the PDI forms that they were different for each truck..i know that sounds bad but my service advisor prints them and makes a ticket...but being a small GMC dealer i guess they look at the side of the truck if there is an...
Re: MISCELLANEOUS FUEL - 01/10/2012
... 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 a no problem found...
Re: CBG PRE-OWNED LIMITED - 01/25/2012
We bill out the entire amount then we write off the balance to advertising. I'm going to have to beat my service advisors over the head with that 5 page list of uncovered labor ops!
Re: N0110 BATTERY - 01/19/2012
my service manager authorized a battery replacement on a 2008 gmc pickup..that rejected as being restricted..dbc told me this applies to replacement of in and out of warranty batteries is this correct????
"Problems Encountered during financial posting" - 02/02/2012
... anyone else getting this message? It seems mostly on Z2368/Z2369 for the free lof or $20 off services....
Re: - 02/02/2012
i submitted one yesterday for the oil change with no problem.. labor ops i use are z2367 for oil change and z2365 for 20 dollars off service..havent had any today...
Re: Emissions Coverage - 01/18/2012
I have yet to figure out WHY service advisors and managers do this kind of thing to us...I dont have too many oil change programs yet but i hear we are gonna have more soon :(
Re: Add on for Labor Op K7251 - 06/21/2011
... other labor hours make sure the job card is punched and the olh's are signed off on by your service manager, and put in comments what the extra time is for...hope this helps you....
Re: Is anyone else on Arkona?? - 11/21/2011
... you get and at least I stopped losing an entire day's work to la-la land. After talking with my service manager we agreed I would just submit online and I haven't regretted it, it's been over a year now and it's working out great....
Re: OP CODES LIST - 03/26/2012
I know JL has a list of service Z-op codes and their applications in with their help cards. Try that. Other than that I don't know of a master list of those anywhere. Are you looking for a specific oil change?
Re: Rental days? - 03/13/2012
Does your service manager stamp an auth on the job card or does he just sign the line? We don't usually have a lot of rental but there's no specific auth related to rental over 3 days, just the management "okay", right?
Re: Rental days? - 03/13/2012
gm does like to confuse us for sure... the service manager must ok the rental...my manager fills out a form when he has excessive rental explaining the reason for each day, when i submit the claim i put all the info for the rental in comments...i make...
need a labor op - 03/20/2012
working on a 2009 gmc acadia , replaced the Fuel Feed Intermediate Pipe part no 12591197..there is a service bulletin that applies to this part number but the repair doesnt apply to the bulletin.the pipe needs to be replaced...help!!!!!
Re: - 02/02/2012
must not be the same labor ops for all dealers, mine are Z2367 for lof and Z2365 for $20 off service. there are so many i have to stay on top of these too...
Air control valve coverage - 02/17/2012
can anyone tell me what teh coverage for an SAI control valve is covered for ? I looked into service policy and procedure and it states it is 3yr/50. I have a 2008 Impala and I submit it through GMPP came back rejected and it was covered under regular...
Re: Is Pre Authorization needed for replacing the rear window? - 02/24/2012
We recently had the same exact scenario. We got an auth to do it from our service rep because it was the third time for the same vehicle and it was pretty far out of warranty. I believe the P&P states that windshield glass replacement needs your reps...
Rental days? - 03/09/2012
How many days rental are you allowed before getting authorizion 3 or 5 days ? my service manager and I have a difference in opinion. Thanks
Recall 12045 and Lock Cylinder Coding - 05/31/2012
... come blank and have to be coded but according to the recall there is no net allowance for this service. Just wondering!...
Re: GMPP and the WPC - 05/12/2012
... repairs are as follows" Those are all transaction types and it doesn't state anything for the service contract transaction type. I don't think I've ever seen anything specific to parts disposition on GMPP claims but we keep them just the same....
"S" Labor Ops Question - 05/14/2012
... be used for panel replacement for rust through claims. I asked if they needed to be Hrouted or service agent authorized and was told NO. I was told to leave good notes in the comment section and it should pay normally....
Re: Complimentary Anniversary LOF Labor Op - 04/18/2012
I haven't seen any like this either. Is it something your dealership is doing maybe and not one going through warranty? I'd check with the service manager.
Re: Complimentary Anniversary LOF Labor Op - 04/18/2012
... something your dealership is doing maybe and not one going through warranty? I'd check with the service manager. [/quote] ROFL! My Service Manager brought it to me & asked me about it! No, this is coming from GM... email address says "Your_GM_Team@emails.generalmotors.com". I...
Re: GM Dealer Rent-A-Car - 04/05/2012
... 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 so it's not a big deal to get someone home or to work and pick them up later. You can claim...
Re: Transportation Damage Submissions - 02/06/2012
we dont have a body shop but do use one locally,but my service manager checks in all the vehicles and makes the transportation claim job cards when needed and i look up all the labor times paint material and etc, needed for each repair and submit it to...
Re: GM Dealer Rent-A-Car - 04/12/2012
... 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 EXTENDED TIME ARE OKAY FOR RENTAL REIMBURSEMENT....
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.
Re: cpo maintenance rejecting - 06/21/2012
... GUIDELINES FOR CPO MAINT.CLAIMS. WHAT PERCENT OF OIL LIFE REMAINING HAS BEEN DOCUMENTED BY YOUR SERVICE ADVISORS. HOW CLOSE TO "NEAR" 0% HAVE YOU FOUND WITH VEHICLE REQUIRING AN OIL CHANGE. HOW "NEAR" TO 0% WILL JUSTIFY SUBMITTING A CLAIM? DOES ANY...
Re: cpo maintenance rejecting - 06/22/2012
In the CERTIFIED PRE-OWNED MANUAL it states "Standard C/B/G Certified Pre-Owned 2 Year or 30,000 Mile Maintenance Plan services should be scheduled in strict accordance with the vehicle‟s Oil Life Monitor system or as otherwise stated in the owner‟s...
Re: Cylinder Head Gaskets (Diesel Engine) - 07/20/2012
... labor for the second one due to already having taken apart the major parts. Good time stamps, service manager approval and good write up by tech and it should go well....
... anyone else getting this message? It seems mostly on Z2368/Z2369 for the free lof or $20 off services....
Re: - 02/02/2012
i submitted one yesterday for the oil change with no problem.. labor ops i use are z2367 for oil change and z2365 for 20 dollars off service..havent had any today...
Re: Emissions Coverage - 01/18/2012
I have yet to figure out WHY service advisors and managers do this kind of thing to us...I dont have too many oil change programs yet but i hear we are gonna have more soon :(
Re: Add on for Labor Op K7251 - 06/21/2011
... other labor hours make sure the job card is punched and the olh's are signed off on by your service manager, and put in comments what the extra time is for...hope this helps you....
Re: Is anyone else on Arkona?? - 11/21/2011
... you get and at least I stopped losing an entire day's work to la-la land. After talking with my service manager we agreed I would just submit online and I haven't regretted it, it's been over a year now and it's working out great....
Re: OP CODES LIST - 03/26/2012
I know JL has a list of service Z-op codes and their applications in with their help cards. Try that. Other than that I don't know of a master list of those anywhere. Are you looking for a specific oil change?
Re: Rental days? - 03/13/2012
Does your service manager stamp an auth on the job card or does he just sign the line? We don't usually have a lot of rental but there's no specific auth related to rental over 3 days, just the management "okay", right?
Re: Rental days? - 03/13/2012
gm does like to confuse us for sure... the service manager must ok the rental...my manager fills out a form when he has excessive rental explaining the reason for each day, when i submit the claim i put all the info for the rental in comments...i make...
need a labor op - 03/20/2012
working on a 2009 gmc acadia , replaced the Fuel Feed Intermediate Pipe part no 12591197..there is a service bulletin that applies to this part number but the repair doesnt apply to the bulletin.the pipe needs to be replaced...help!!!!!
Re: - 02/02/2012
must not be the same labor ops for all dealers, mine are Z2367 for lof and Z2365 for $20 off service. there are so many i have to stay on top of these too...
Air control valve coverage - 02/17/2012
can anyone tell me what teh coverage for an SAI control valve is covered for ? I looked into service policy and procedure and it states it is 3yr/50. I have a 2008 Impala and I submit it through GMPP came back rejected and it was covered under regular...
Re: Is Pre Authorization needed for replacing the rear window? - 02/24/2012
We recently had the same exact scenario. We got an auth to do it from our service rep because it was the third time for the same vehicle and it was pretty far out of warranty. I believe the P&P states that windshield glass replacement needs your reps...
Rental days? - 03/09/2012
How many days rental are you allowed before getting authorizion 3 or 5 days ? my service manager and I have a difference in opinion. Thanks
Recall 12045 and Lock Cylinder Coding - 05/31/2012
... come blank and have to be coded but according to the recall there is no net allowance for this service. Just wondering!...
Re: GMPP and the WPC - 05/12/2012
... repairs are as follows" Those are all transaction types and it doesn't state anything for the service contract transaction type. I don't think I've ever seen anything specific to parts disposition on GMPP claims but we keep them just the same....
"S" Labor Ops Question - 05/14/2012
... be used for panel replacement for rust through claims. I asked if they needed to be Hrouted or service agent authorized and was told NO. I was told to leave good notes in the comment section and it should pay normally....
Re: Complimentary Anniversary LOF Labor Op - 04/18/2012
I haven't seen any like this either. Is it something your dealership is doing maybe and not one going through warranty? I'd check with the service manager.
Re: Complimentary Anniversary LOF Labor Op - 04/18/2012
... something your dealership is doing maybe and not one going through warranty? I'd check with the service manager. [/quote] ROFL! My Service Manager brought it to me & asked me about it! No, this is coming from GM... email address says "Your_GM_Team@emails.generalmotors.com". I...
Re: GM Dealer Rent-A-Car - 04/05/2012
... 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 so it's not a big deal to get someone home or to work and pick them up later. You can claim...
Re: Transportation Damage Submissions - 02/06/2012
we dont have a body shop but do use one locally,but my service manager checks in all the vehicles and makes the transportation claim job cards when needed and i look up all the labor times paint material and etc, needed for each repair and submit it to...
Re: GM Dealer Rent-A-Car - 04/12/2012
... 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 EXTENDED TIME ARE OKAY FOR RENTAL REIMBURSEMENT....
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.
Re: cpo maintenance rejecting - 06/21/2012
... GUIDELINES FOR CPO MAINT.CLAIMS. WHAT PERCENT OF OIL LIFE REMAINING HAS BEEN DOCUMENTED BY YOUR SERVICE ADVISORS. HOW CLOSE TO "NEAR" 0% HAVE YOU FOUND WITH VEHICLE REQUIRING AN OIL CHANGE. HOW "NEAR" TO 0% WILL JUSTIFY SUBMITTING A CLAIM? DOES ANY...
Re: cpo maintenance rejecting - 06/22/2012
In the CERTIFIED PRE-OWNED MANUAL it states "Standard C/B/G Certified Pre-Owned 2 Year or 30,000 Mile Maintenance Plan services should be scheduled in strict accordance with the vehicle‟s Oil Life Monitor system or as otherwise stated in the owner‟s...
Re: Cylinder Head Gaskets (Diesel Engine) - 07/20/2012
... labor for the second one due to already having taken apart the major parts. Good time stamps, service manager approval and good write up by tech and it should go well....
Re: Who is responsible for getting cost comparisons ? - 07/18/2012
My techs get all the info on the parts for cost comparison and i would add the labor time and total each one, then either the tech or the service manager would make the call to pqc..
POSTING TIME PUNCHES IN "REYNOLDS" - 07/18/2012
... (indiviually) - but with the new owners & a new dispatcher (who is still learning the job), the service manager is have him total up the tech punches on the job line & post as 1 time post //// curious about the "legality" ??...
Re: Who is responsible for getting cost comparisons ? - 07/18/2012
The technician will get a list of parts and prices, then either the service manager or myself will put together the actual cost analysis. Then I get to call PQC with the results.
Who is responsible for calling tech line? - 06/14/2012
... had a difficult job and needed to call tech line, they called. Recently, we have been having our service manager call to save the tech some time and now I'm running into confusion when submitting the claim to warranty. Just wondering what other de...
Re: Pizza Party Entries? - 06/07/2012
each time you log on, see a video or post a forum each day from now through 8/27 Jlwarranty will buy your service dept a pizza party. winners will be randomly drawn at the end of each month.
Re: CURIOUS ABOUT PAY - 06/19/2012
... I had to ask for the commission at my first dealership after I had asked around at several service meetings and found out what other warranty administrators made. I do not get a normal salary raise as they consider the yearly warranty rate raise my ...
Re: Cylinder Head Gaskets (Diesel Engine) - 07/20/2012
... labor for the second one due to already having taken apart the major parts. Good time stamps, service manager approval and good write up by tech and it should go well. [/quote] Thats what I was thinking - does 4-hrs sound about right for overlap d...
Re: What would you do? - 07/20/2012
... box toward the bottom of the claim but your DVM isn't done "helping" until it gets paid. My service manager prints out the emailed copy of the form that shows their approval of the claim, make sure they're aware of the time punch debacle though. G...
Re: Special Policy 10054 - 05/22/2012
... 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 bulletin top to bottom...
Sheet metal repair - 05/24/2012
... percentage, etc of damage where we would have to keep and repair it or do we just return it? Service Manager here thinks he saw some kind of memo, etc on this a while back but cannot find it. Any help would be appreciated - thanks!...
Re: Really??? Yes, really........ - 03/28/2012
something must be happening i cant get on the service part of global warranty NEVER MIND IT WORKS FINE THERE IS NO PROBLEM
Re: Emissions Coverage - 01/18/2012
... having issues with this, I went and had all the incorrectly claimed job cards charged against the service department's policy. It was amazing what a response I got when the SM realized this was hurting his numbers and ultimately his paycheck. I got...
Re: CBG PRE-OWNED LIMITED - 01/30/2012
[quote] cnkraemer: We bill out the entire amount then we write off the balance to advertising. I'm going to have to beat my service advisors over the head with that 5 page list of uncovered labor ops! [/quote] LIKE x a zillion!
Warranty Part Retention - 01/19/2012
... body shop personnel. Our parts department consists of one man (we could use 2 though). We have a service manager, 2 service advisors and me (warranty, and general fill-in gopher). There is also one part runner (part-time 4 hours a day) and a shop...
Re: CURIOUS ABOUT PAY - 01/26/2012
... but it's worth the extra work putting in writing why you deserve to earn more. Even though the service manager is ultimately responsible for what's on every job card, aren't you as the warranty administrator the one who helps keep his hiney out of the...
Re: GWM - 01/16/2012
The message I saw (G_0000103359) states... Global Warranty Management (GWM) & DMS interactive services: Unavailable beginning Friday 3rd at 6pm thry sunday 12th
Re: GWM - 01/17/2012
Yes, but notice it says DMS INTERACTIVE services. Under the additional details section it states: Dealers can continue to submit transactions via their DMS batch process, however, they will not know the results of their submissions (accepted or rejected)...
Emissions Coverage - 01/17/2012
... looking at extended coverage. This has been the way I've figured it for a long time now but my service advisor's don't seem to agree with me. They seem to think that as long as they see a coverage code shown under the op then there's some sort of extended...
Re: Emissions Coverage - 01/17/2012
I can relate to ya! I've basically let my service advisors know that the only emissions components that are covered past the 3/36 is the converter itself, and the PCM. Anything else is NOT covered. I've had a lot less rejects and not so many fights....
Re: Recall 09132 - Power steering hose leak - 09/20/2011
You fill out and mail in a CAM-01 . You can find the form in Global Connect under the Library tab, Service, Field Action section. I sent one in about a month ago and it still shows on the VIS so I guess it takes them a while to process it. ;-)
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...
part damaged during shipping - 08/24/2011
... had a ground effect accessory shipped that had a large scuff mark in the painted end. I told the service advisor they needed to return the part and get it replaced based on the parts policies & procedures regarding defective parts & accessories. They...
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
... 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 replacing the seat cushion. Having...
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...
My techs get all the info on the parts for cost comparison and i would add the labor time and total each one, then either the tech or the service manager would make the call to pqc..
POSTING TIME PUNCHES IN "REYNOLDS" - 07/18/2012
... (indiviually) - but with the new owners & a new dispatcher (who is still learning the job), the service manager is have him total up the tech punches on the job line & post as 1 time post //// curious about the "legality" ??...
Re: Who is responsible for getting cost comparisons ? - 07/18/2012
The technician will get a list of parts and prices, then either the service manager or myself will put together the actual cost analysis. Then I get to call PQC with the results.
Who is responsible for calling tech line? - 06/14/2012
... had a difficult job and needed to call tech line, they called. Recently, we have been having our service manager call to save the tech some time and now I'm running into confusion when submitting the claim to warranty. Just wondering what other de...
Re: Pizza Party Entries? - 06/07/2012
each time you log on, see a video or post a forum each day from now through 8/27 Jlwarranty will buy your service dept a pizza party. winners will be randomly drawn at the end of each month.
Re: CURIOUS ABOUT PAY - 06/19/2012
... I had to ask for the commission at my first dealership after I had asked around at several service meetings and found out what other warranty administrators made. I do not get a normal salary raise as they consider the yearly warranty rate raise my ...
Re: Cylinder Head Gaskets (Diesel Engine) - 07/20/2012
... labor for the second one due to already having taken apart the major parts. Good time stamps, service manager approval and good write up by tech and it should go well. [/quote] Thats what I was thinking - does 4-hrs sound about right for overlap d...
Re: What would you do? - 07/20/2012
... box toward the bottom of the claim but your DVM isn't done "helping" until it gets paid. My service manager prints out the emailed copy of the form that shows their approval of the claim, make sure they're aware of the time punch debacle though. G...
Re: Special Policy 10054 - 05/22/2012
... 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 bulletin top to bottom...
Sheet metal repair - 05/24/2012
... percentage, etc of damage where we would have to keep and repair it or do we just return it? Service Manager here thinks he saw some kind of memo, etc on this a while back but cannot find it. Any help would be appreciated - thanks!...
Re: Really??? Yes, really........ - 03/28/2012
something must be happening i cant get on the service part of global warranty NEVER MIND IT WORKS FINE THERE IS NO PROBLEM
Re: Emissions Coverage - 01/18/2012
... having issues with this, I went and had all the incorrectly claimed job cards charged against the service department's policy. It was amazing what a response I got when the SM realized this was hurting his numbers and ultimately his paycheck. I got...
Re: CBG PRE-OWNED LIMITED - 01/30/2012
[quote] cnkraemer: We bill out the entire amount then we write off the balance to advertising. I'm going to have to beat my service advisors over the head with that 5 page list of uncovered labor ops! [/quote] LIKE x a zillion!
Warranty Part Retention - 01/19/2012
... body shop personnel. Our parts department consists of one man (we could use 2 though). We have a service manager, 2 service advisors and me (warranty, and general fill-in gopher). There is also one part runner (part-time 4 hours a day) and a shop...
Re: CURIOUS ABOUT PAY - 01/26/2012
... but it's worth the extra work putting in writing why you deserve to earn more. Even though the service manager is ultimately responsible for what's on every job card, aren't you as the warranty administrator the one who helps keep his hiney out of the...
Re: GWM - 01/16/2012
The message I saw (G_0000103359) states... Global Warranty Management (GWM) & DMS interactive services: Unavailable beginning Friday 3rd at 6pm thry sunday 12th
Re: GWM - 01/17/2012
Yes, but notice it says DMS INTERACTIVE services. Under the additional details section it states: Dealers can continue to submit transactions via their DMS batch process, however, they will not know the results of their submissions (accepted or rejected)...
Emissions Coverage - 01/17/2012
... looking at extended coverage. This has been the way I've figured it for a long time now but my service advisor's don't seem to agree with me. They seem to think that as long as they see a coverage code shown under the op then there's some sort of extended...
Re: Emissions Coverage - 01/17/2012
I can relate to ya! I've basically let my service advisors know that the only emissions components that are covered past the 3/36 is the converter itself, and the PCM. Anything else is NOT covered. I've had a lot less rejects and not so many fights....
Re: Recall 09132 - Power steering hose leak - 09/20/2011
You fill out and mail in a CAM-01 . You can find the form in Global Connect under the Library tab, Service, Field Action section. I sent one in about a month ago and it still shows on the VIS so I guess it takes them a while to process it. ;-)
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...
part damaged during shipping - 08/24/2011
... had a ground effect accessory shipped that had a large scuff mark in the painted end. I told the service advisor they needed to return the part and get it replaced based on the parts policies & procedures regarding defective parts & accessories. They...
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
... 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 replacing the seat cushion. Having...
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...
Parts Warranty - 02/26/2014
... is after all that, Can we put in labor time for installing the new power steering pump? The service advisor only has down the amount for the part and no labor. He told me that as of January 1, 2014 they changed the way parts warranty was done. ...
What Would You Do - 04/14 - 04/03/2014
... technician had approximately 20 hours documented on the job card. On a side note, the service manager approved the repair as a policy decision and also noted a recommendation that all future oil change services be performed at the dealership. How...
Re: What Would You Do - 04/14 - 04/25/2014
... technician had approximately 20 hours documented on the job card. On a side note, the service manager approved the repair as a policy decision and also noted a recommendation that all future oil change services be performed at the dealership. How...
Re: Chevrolet 5-Year Protection - 01/15/2014
Covered Services under the Chevrolet 5-Year Protection Plus Program: Passenger Car Light Duty Trucks/ Crossovers/SUVs Services Labor Op Code (All Models) Labor Time Labor Time Oil Change - dexosTM1 Z2359 0.3 0.3 Oil Change - Diesel includes DEF Z2356...
What Would You Do - 05/14 - 05/09/2014
... times. To correct the concern the technician replaced the hoist. After checking the previous service history and the Labour Time Guide the warranty administrator felt the most appropriate operation for the second repair was the spare tire hoist replacement...
Re: What Would You Do - 04/14 - 04/25/2014
... technician had approximately 20 hours documented on the job card. On a side note, the service manager approved the repair as a policy decision and also noted a recommendation that all future oil change services be performed at the dealership. How...
Re: What Would You Do - 05/14 - 07/07/2014
This claim paid as a ZREG transaction with policy decision and related repair authorization by service management with the spare wheel hoist replacement labour operation. The dealer claimed parts only, no labour. Kristen/jlwarranty
What Would You Do - 08/14 - 08/05/2014
... with just over 600 miles on the odometer. The vehicle was brought into the dealership with a Service Engine Soon light concern. The technician documented DTC P0606 and P2155. Both DTC's led to the replacement of the ECM. Because the ECM is a restricted...
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: closest to labor ops - 08/29/2014
... op and putting all of your labor into OLH then you don't need a separate punch but still have the service manager's approval for it. ...
Re: WIFI ACCESSORY - 09/19/2014
My service manager researched it and found that it is Communication Interface Module Package. Which to me is not that but hey if thats what they say I'm good with it. Thanks
Re: What Would You Do - 02/15 - 02/02/2015
... or find out if they changed their mind and would drive it in for the recalls. I would think that a service invoice for not towing would be less expensive than the actual tow and although it would feel somewhat satisfactory to send the customer the bill,...
Re: Complaint Codes - 01/14/2013
... A of the Global Warranty User Manual. The Manual can be found in the GlobalConnect Library (Service>Warranty Category), or on the GM Training Website under Resources > Dealer Training Resources. ...
Re: Part return request, however part was on the wrong line - 02/27/2013
I would always send in the waiver form to my DMA and copy my service manager. If it didn't go away in 3 business days I would send the email again and nicely ask "have you had a chance to review this?" or "Did you need any more info on this?". I would...
Engine replacement - 03/08/2013
... be viewed - we replaced an engine on a 2009 GMC Sierra 1500 under the powertrain warranty. My service manager says he talked to PQC and got all the authorizations for me to submit. I might be missing a step or two maybe because when I submitted it...
Sublet - 07/01/2013
Can anyone tell me what the labor code is for subletting, Body side molding paint & replacement. My service advisor put down 1013950, that looks as if we did the work. We sublet all the work. Thanks, Janet
Re: Way back when....... - 08/23/2012
... and was advised to use it for our self review we are going through. Also see VWGWM.F7D-0D FOR GWM SERVICE AGENT ANALYSIS and VWGWM.G12D-0D "for a valuable resourse in completing a self review." Any dealer in the top 100 ranking is being put on a self...
Re: Who's your boss? - 01/02/2013
... She's as close to a general manager that we have. The feeling here is that if I'm working for the Service Manager, that is having the fox guarding the hen house. If I have any issues with the SM I take it to her and she makes the decisions. She is...
Re: Valid Special Policy with Additional Repair Out Of Warranty - 12/27/2012
... with extra time and auths for out of warranty work then the DMA should have been contacted by your service manager BEFORE hand so that coverage isn't an issue and you know how to enter everything to get it paid asap. There's nothing like being handed...
Re: Who's your boss? - 12/31/2012
... in hot water when the time comes for an audit. (Been there, done that!) Having someone outside the service dept having the final say on problem/questionable claims, keeps everyone following GM's rules and makes things easier on me. If they can't prove...
Re: Christmas Eve Hours - 12/19/2012
... by the dealer too. After a lunch and quick cleanup we clear out. I just found out that while our service department is closed on New Years Day (thank goodness), our sales department will be open which I think is terrible! We close on New Years eve...
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...
Empowerment limits? - 07/14/2017
Does anyone know how to find our detailed limits for Empowerment? I've gone into "view Service Agent Profile", then "Empowerment" and can't find out what my detailed limits are for certain things. I've also asked our DMA and he said it's...
Forum - 03/30/2017
Having service management indicate or approve Consequential Damage on the job card is not a requirement. Be sure to include an explanation that the additional parts/labor claimed are a result of consequential damage in the Authorization Comments...
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...
... is after all that, Can we put in labor time for installing the new power steering pump? The service advisor only has down the amount for the part and no labor. He told me that as of January 1, 2014 they changed the way parts warranty was done. ...
What Would You Do - 04/14 - 04/03/2014
... technician had approximately 20 hours documented on the job card. On a side note, the service manager approved the repair as a policy decision and also noted a recommendation that all future oil change services be performed at the dealership. How...
Re: What Would You Do - 04/14 - 04/25/2014
... technician had approximately 20 hours documented on the job card. On a side note, the service manager approved the repair as a policy decision and also noted a recommendation that all future oil change services be performed at the dealership. How...
Re: Chevrolet 5-Year Protection - 01/15/2014
Covered Services under the Chevrolet 5-Year Protection Plus Program: Passenger Car Light Duty Trucks/ Crossovers/SUVs Services Labor Op Code (All Models) Labor Time Labor Time Oil Change - dexosTM1 Z2359 0.3 0.3 Oil Change - Diesel includes DEF Z2356...
What Would You Do - 05/14 - 05/09/2014
... times. To correct the concern the technician replaced the hoist. After checking the previous service history and the Labour Time Guide the warranty administrator felt the most appropriate operation for the second repair was the spare tire hoist replacement...
Re: What Would You Do - 04/14 - 04/25/2014
... technician had approximately 20 hours documented on the job card. On a side note, the service manager approved the repair as a policy decision and also noted a recommendation that all future oil change services be performed at the dealership. How...
Re: What Would You Do - 05/14 - 07/07/2014
This claim paid as a ZREG transaction with policy decision and related repair authorization by service management with the spare wheel hoist replacement labour operation. The dealer claimed parts only, no labour. Kristen/jlwarranty
What Would You Do - 08/14 - 08/05/2014
... with just over 600 miles on the odometer. The vehicle was brought into the dealership with a Service Engine Soon light concern. The technician documented DTC P0606 and P2155. Both DTC's led to the replacement of the ECM. Because the ECM is a restricted...
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: closest to labor ops - 08/29/2014
... op and putting all of your labor into OLH then you don't need a separate punch but still have the service manager's approval for it. ...
Re: WIFI ACCESSORY - 09/19/2014
My service manager researched it and found that it is Communication Interface Module Package. Which to me is not that but hey if thats what they say I'm good with it. Thanks
Re: What Would You Do - 02/15 - 02/02/2015
... or find out if they changed their mind and would drive it in for the recalls. I would think that a service invoice for not towing would be less expensive than the actual tow and although it would feel somewhat satisfactory to send the customer the bill,...
Re: Complaint Codes - 01/14/2013
... A of the Global Warranty User Manual. The Manual can be found in the GlobalConnect Library (Service>Warranty Category), or on the GM Training Website under Resources > Dealer Training Resources. ...
Re: Part return request, however part was on the wrong line - 02/27/2013
I would always send in the waiver form to my DMA and copy my service manager. If it didn't go away in 3 business days I would send the email again and nicely ask "have you had a chance to review this?" or "Did you need any more info on this?". I would...
Engine replacement - 03/08/2013
... be viewed - we replaced an engine on a 2009 GMC Sierra 1500 under the powertrain warranty. My service manager says he talked to PQC and got all the authorizations for me to submit. I might be missing a step or two maybe because when I submitted it...
Sublet - 07/01/2013
Can anyone tell me what the labor code is for subletting, Body side molding paint & replacement. My service advisor put down 1013950, that looks as if we did the work. We sublet all the work. Thanks, Janet
Re: Way back when....... - 08/23/2012
... and was advised to use it for our self review we are going through. Also see VWGWM.F7D-0D FOR GWM SERVICE AGENT ANALYSIS and VWGWM.G12D-0D "for a valuable resourse in completing a self review." Any dealer in the top 100 ranking is being put on a self...
Re: Who's your boss? - 01/02/2013
... She's as close to a general manager that we have. The feeling here is that if I'm working for the Service Manager, that is having the fox guarding the hen house. If I have any issues with the SM I take it to her and she makes the decisions. She is...
Re: Valid Special Policy with Additional Repair Out Of Warranty - 12/27/2012
... with extra time and auths for out of warranty work then the DMA should have been contacted by your service manager BEFORE hand so that coverage isn't an issue and you know how to enter everything to get it paid asap. There's nothing like being handed...
Re: Who's your boss? - 12/31/2012
... in hot water when the time comes for an audit. (Been there, done that!) Having someone outside the service dept having the final say on problem/questionable claims, keeps everyone following GM's rules and makes things easier on me. If they can't prove...
Re: Christmas Eve Hours - 12/19/2012
... by the dealer too. After a lunch and quick cleanup we clear out. I just found out that while our service department is closed on New Years Day (thank goodness), our sales department will be open which I think is terrible! We close on New Years eve...
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...
Empowerment limits? - 07/14/2017
Does anyone know how to find our detailed limits for Empowerment? I've gone into "view Service Agent Profile", then "Empowerment" and can't find out what my detailed limits are for certain things. I've also asked our DMA and he said it's...
Forum - 03/30/2017
Having service management indicate or approve Consequential Damage on the job card is not a requirement. Be sure to include an explanation that the additional parts/labor claimed are a result of consequential damage in the Authorization Comments...
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...
Accounting Copies of Job Cards in Numerical Sequence - 04/06/2017
Hi,The P&P says: "An accounting copy of each job card is to be retained in numerical sequence in the Service Agent’s business office." I'm just wondering how other dealerships handle this. I saw somewhere on the J&L site...
Forum - 04/26/2017
I would have left the repair order open since the part was going to be in within a week. I would have had service manager sign off on OLH and excessive part and h-routed with a explanation of subsequent damage.
Forum - 05/05/2017
... and I as hoping you could help me out with a few questions. To make matters even worse, my service manager and I are completely new to warranties so we clearly have no idea what we are doing. First off, we are being debited on certain job...
Forum - 05/08/2017
... leaves lot, by most state laws, and holding a ticket open runs up the vehicle's days in service department (which is probably why gm wants them closed too) and used towards a buyback situation......
Forum - 10/28/2016
From Article 1.1.1 -Service Agent Parts and Accessories Warranty (Parts & Accessories Policies & Procedures Manual): Seals and GasketsFailures within 6 months of installation are not covered by the parts warranty (rationale is the gasket or seal...
Forum - 10/18/2016
... repair (OLH) to the trans and when road tested, still didn't have 4th gear. In the end, my service manager told them to stop the bleeding and put a SRTA in it. The tech and the shop forman could not find a reason for not having 4th gear. ...
Recall 14350 and key replacement - 09/22/2016
... 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 to the transaction with P auth. They've all paid, but I was...
Forum - 01/20/2017
... fixed ops pay plans from a survey in 2009 that I found very useful to back up my case to my service manager. It was easily searchable on Google, its a large PDF document with a lot of great information. Hope this helps!...
Forum - 12/29/2016
... can manage to get all of your techs to do the same thing, I commend you! We have a monthly service meeting and I bring up some of the same topics up at Every meeting! I now also have a white board above my head that I change...
Forum - 01/06/2017
Good tip rclark22! And to add...encourage service advisors, warranty administrators to take a look at the battery print out once the technician has performed the repair, if there is an inconsistency there is an opportunity to resolve it ASAP.
Forum - 02/06/2017
... yet. Alot of the terms that people are using arent a how to, and are outdated, like my service manager, he tells me how "they" used to do things, and gives me auth codes, and when i took over he tried to walk me through a claim and said its all...
Forum - 02/24/2017
Go figure with GM.. lets leave it questionable instead of keeping it the same way for all - lol thanks for the assistance... I know have backup to show service managers that want to internal it because it "doesnt state" it
Forum - 03/27/2017
... it's not documented on the job card in certain situations? I've been trying to make sure the Service Manager has signed off on anything that we self auth or send for GM auth. Overkill? Unnecessary? ...
Forum - 03/20/2017
... Plans). The Divisional Protection Plan Claims Manual is available in GlobalConnect within the Service link then the Dealership Policies, Procedures and Manuals section. See also the article within the March 2017 edition of the Warranty News titled "Chevrolet...
Forum - 03/14/2017
... within the Dealership Policies, Procedures, & Guides site available in the GlobalConnect Service tab. We also published an article in the March edition of the Warranty News on this topic - page 4 "Chevrolet, Buick, GMC, Cadillac Protection ...
Re: RECALL 14116 POWER STEERING TORQUE SENSOR - 04/21/2015
... replaced the sensor a 2nd time. This is a hefty little sensor for us to internalize, and the service manager is backing the tech up as he was involved in the repair as well. Any suggestions on how to proceed? Anyone else in this situation? Thank...
CUSTOMER ENTHUSIASIM WARRANTY - 04/03/2015
I have a 2012 sierra that my service manager wants to do a cust enthusiasim warranty on and I am not an elite gm dealer anymore I cannot get the warranty claim to pay because it says that it is out of time and mileage, the vehichle has 41,232 miles on...
Re: Techs looking up their own Labor ops - 03/13/2015
you might want to look at the policy and procedures manual # 3 service agent records, applications and auth... section 3.2--policies applicable to all job card systems and go to 2.3.10 General Motors Labor operations and times! there is a paragraph about...
Re: NEW GLOBAL - 07/23/2015
Found them! I was on the main page, not the service tab! Thanks again!!!!! :) :)
wpc part not sent back - 06/10/2015
... can with this issue. Thanks for all of the help and advice in advance!!! p.s. Is there any form in service forms that can exempt a parts return for this particular transmission? Thanks!!...
Re: Closest Available Labor Operation - 07/14/2015
... expert and Kristin tell me differently then I wouldn't have an issue. Thanks for your input, my service manager agrees with you 100% too....
What Would You Do - 08/15 - 07/30/2015
... the vehicle towed to the store and the situation would be taken care of. By taken care of, the service manager agreed to replace the transmission as a policy decision with customer participation. Because special coverage 14404 remained open on the...
Re: SEAT REPAIR - 08/21/2015
... in the base time for the seat frame replacement. The Preliminary Procedures (in SI - the Service Manual section) are also included in the repair process, and as a result, included in the labor time for the repair. ...
Installed Part Warranty with No Customer - 03/08/2016
... warranty (we had installed one for them at customer pay in July 2015). While they were here for service they traded out of their vehicle into a new one. The customer information has been removed from the vehicle already. So now I have a Job Card with...
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...
Hi,The P&P says: "An accounting copy of each job card is to be retained in numerical sequence in the Service Agent’s business office." I'm just wondering how other dealerships handle this. I saw somewhere on the J&L site...
Forum - 04/26/2017
I would have left the repair order open since the part was going to be in within a week. I would have had service manager sign off on OLH and excessive part and h-routed with a explanation of subsequent damage.
Forum - 05/05/2017
... and I as hoping you could help me out with a few questions. To make matters even worse, my service manager and I are completely new to warranties so we clearly have no idea what we are doing. First off, we are being debited on certain job...
Forum - 05/08/2017
... leaves lot, by most state laws, and holding a ticket open runs up the vehicle's days in service department (which is probably why gm wants them closed too) and used towards a buyback situation......
Forum - 10/28/2016
From Article 1.1.1 -Service Agent Parts and Accessories Warranty (Parts & Accessories Policies & Procedures Manual): Seals and GasketsFailures within 6 months of installation are not covered by the parts warranty (rationale is the gasket or seal...
Forum - 10/18/2016
... repair (OLH) to the trans and when road tested, still didn't have 4th gear. In the end, my service manager told them to stop the bleeding and put a SRTA in it. The tech and the shop forman could not find a reason for not having 4th gear. ...
Recall 14350 and key replacement - 09/22/2016
... 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 to the transaction with P auth. They've all paid, but I was...
Forum - 01/20/2017
... fixed ops pay plans from a survey in 2009 that I found very useful to back up my case to my service manager. It was easily searchable on Google, its a large PDF document with a lot of great information. Hope this helps!...
Forum - 12/29/2016
... can manage to get all of your techs to do the same thing, I commend you! We have a monthly service meeting and I bring up some of the same topics up at Every meeting! I now also have a white board above my head that I change...
Forum - 01/06/2017
Good tip rclark22! And to add...encourage service advisors, warranty administrators to take a look at the battery print out once the technician has performed the repair, if there is an inconsistency there is an opportunity to resolve it ASAP.
Forum - 02/06/2017
... yet. Alot of the terms that people are using arent a how to, and are outdated, like my service manager, he tells me how "they" used to do things, and gives me auth codes, and when i took over he tried to walk me through a claim and said its all...
Forum - 02/24/2017
Go figure with GM.. lets leave it questionable instead of keeping it the same way for all - lol thanks for the assistance... I know have backup to show service managers that want to internal it because it "doesnt state" it
Forum - 03/27/2017
... it's not documented on the job card in certain situations? I've been trying to make sure the Service Manager has signed off on anything that we self auth or send for GM auth. Overkill? Unnecessary? ...
Forum - 03/20/2017
... Plans). The Divisional Protection Plan Claims Manual is available in GlobalConnect within the Service link then the Dealership Policies, Procedures and Manuals section. See also the article within the March 2017 edition of the Warranty News titled "Chevrolet...
Forum - 03/14/2017
... within the Dealership Policies, Procedures, & Guides site available in the GlobalConnect Service tab. We also published an article in the March edition of the Warranty News on this topic - page 4 "Chevrolet, Buick, GMC, Cadillac Protection ...
Re: RECALL 14116 POWER STEERING TORQUE SENSOR - 04/21/2015
... replaced the sensor a 2nd time. This is a hefty little sensor for us to internalize, and the service manager is backing the tech up as he was involved in the repair as well. Any suggestions on how to proceed? Anyone else in this situation? Thank...
CUSTOMER ENTHUSIASIM WARRANTY - 04/03/2015
I have a 2012 sierra that my service manager wants to do a cust enthusiasim warranty on and I am not an elite gm dealer anymore I cannot get the warranty claim to pay because it says that it is out of time and mileage, the vehichle has 41,232 miles on...
Re: Techs looking up their own Labor ops - 03/13/2015
you might want to look at the policy and procedures manual # 3 service agent records, applications and auth... section 3.2--policies applicable to all job card systems and go to 2.3.10 General Motors Labor operations and times! there is a paragraph about...
Re: NEW GLOBAL - 07/23/2015
Found them! I was on the main page, not the service tab! Thanks again!!!!! :) :)
wpc part not sent back - 06/10/2015
... can with this issue. Thanks for all of the help and advice in advance!!! p.s. Is there any form in service forms that can exempt a parts return for this particular transmission? Thanks!!...
Re: Closest Available Labor Operation - 07/14/2015
... expert and Kristin tell me differently then I wouldn't have an issue. Thanks for your input, my service manager agrees with you 100% too....
What Would You Do - 08/15 - 07/30/2015
... the vehicle towed to the store and the situation would be taken care of. By taken care of, the service manager agreed to replace the transmission as a policy decision with customer participation. Because special coverage 14404 remained open on the...
Re: SEAT REPAIR - 08/21/2015
... in the base time for the seat frame replacement. The Preliminary Procedures (in SI - the Service Manual section) are also included in the repair process, and as a result, included in the labor time for the repair. ...
Installed Part Warranty with No Customer - 03/08/2016
... warranty (we had installed one for them at customer pay in July 2015). While they were here for service they traded out of their vehicle into a new one. The customer information has been removed from the vehicle already. So now I have a Job Card with...
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...
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
Re: GMPP Smart Protection - 07/11/2016
... 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: 0600853/0600863/0600873 for lube, oil, filter and tire rotation...
Disclosure Requirements - 08/02/2016
... 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 that warranty coverage is not provided by General Motors or their affiliates....
Re: Technician Clock times - 08/05/2016
... 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 like to avoid that scenario and have punches anyway. But like every other shop out there we have some "special"...
Re: What Would You Do - 06/16 - 08/08/2016
After review with the service manager the warranty administrator did not submit this transaction for payment. The claim was handled internally.
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"....
Analyzing Warranty - 09/22/2015
I just learned that I can view my service agent detail report. Everything seems to be abbreviated. I'm very interested in learning how to read these numbers, so that way I can learn how to improve. Does anyone have any insight?
What Would You Do - 10/15 - 10/02/2015
... three doors rusting. The vehicle was taken to the local dealership for inspection and repair. The service advisor opened a one line job card addressing the rust condition on the bottom of both rear doors and the driver side front door. After reviewing...
Re: Parts at Dealer Cost - 09/08/2015
... part >indicate the part quantity >enter the part number(s) >enter the part(s) cost >indicate service agent trade by clicking the Svc Agent Trade box By entering the part cost and indicating service agent trade, the part will remain at cost and not be...
Recall 14116 Steering Torque Sensor - 10/07/2015
My service manager said that he had thought there was a bulletin explaining how to test these sensors before you complete the install. Is there something out there to explain how to test these sensors? Thanks, Carol
Recall 14574 & 15757 - 03/02/2016
... and the recalls do not state why. They also want the covers back which I have explained to our service manager that we should not do. GM is having us remove them for some reason, I am assuming a safety concern....
DEX-COOL PROTECTION - 04/04/2008
2006 EQUINOX - 2CNDL63F766089122 - MILES 29,703 WHILE DOING A 30,000 MILE SERVICE, THE TECH FOUND THE COOLANT PROTECTION AT 0*F -- PERFORMED COOLANT FLUSH....... MY ADVISOR IS TELLING ME THIS IS WARRANTY ?!?!?
FUEL COMPOSITION - 03/03/2008
... READS 55% ALCOHOL ON TECH-II, BUT BENCH TEST ONLY 4%.... WE RESET FUEL COMPOSITION -- THERE IS NO SERVICE UPDATES (THIS IS A NEW ONE FOR ME - SUGGESTIONS ON LABOR OP ????)...
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...
FUEL - 03/06/2008
... READS 55% ALCOHOL ON TECH-II, BUT BENCH TEST ONLY 4%.... WE RESET FUEL COMPOSITION -- THERE IS NO SERVICE UPDATES (THIS IS A NEW ONE FOR ME - SUGGESTIONS ON LABOR OP ????)...
Notice: January 2008 Warranty Newsletter - 01/22/2008
... have been added: Processing Department Notes - Each day, our Warranty Claims Processing Service administers hundreds of repair orders from dealerships across the country. In this column we will highlight a popular topic of concern we noticed recurring...
Forum - 12/05/2007
I am to understand: the service manager should be authorizing all lines on ro's if.... changed from: cust pay to warr, warr to cust pay, what about warr to Int or cust pay to int ??
newsletter delivery - 10/31/2007
There must be some priviledged few who get newsletters on time! I haven't got November yet, or December...Ah well, there's a few reasons not to live on the west coast, mail services haven't found us yet..... Brian
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
... of the monthly Warranty Administration Program newsletter and benefit for the latest in warranty/service news....
Forum - 09/19/2007
... It appears that the key factor in correctly authorizing with a paperless system is the dealer service provider that the dealership utilizes. Apparently the UCS system is truly functional. I am interested to hear other opinions in regard to this......
Re: Warranty Compliance - 11/26/2008
I've been fighting with my techs about this for 3 years now. According to our avm and the regional service manager, there has to be a separate time punch for each warranty labor op. There has to be a separate time punch for olh. We've been through...
Re: How is business? - 11/18/2008
Hi Roy, It's just as bad here on the west coast! We are very slow in sales and steady, but slow in service. All the techs are working, but their hours are less. Brian
Re: Tire Warranty on On A Roll Tires - 12/02/2008
See GM Service Policies and Procedures Manual Article 1.5.13.1 "Following expiration of GM's coverage, tires may continue to be warranted, on a pro-rated basis, by the tire manufacturer. Review the tire manufacturer's booklet (included as part of the...
Re: Warranty Compliance - 12/03/2008
Thanks for the input. I think I need to have a discussion with our service manager & let him make the decision on how to proceed. Will let you know what our AVM says about it. Happy Holidays to all!
The service manager opted to handle this situation as Customer Enthusiasm - replacing both chrome assist steps. Kristen / jlwarranty
Re: GMPP Smart Protection - 07/11/2016
... 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: 0600853/0600863/0600873 for lube, oil, filter and tire rotation...
Disclosure Requirements - 08/02/2016
... 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 that warranty coverage is not provided by General Motors or their affiliates....
Re: Technician Clock times - 08/05/2016
... 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 like to avoid that scenario and have punches anyway. But like every other shop out there we have some "special"...
Re: What Would You Do - 06/16 - 08/08/2016
After review with the service manager the warranty administrator did not submit this transaction for payment. The claim was handled internally.
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"....
Analyzing Warranty - 09/22/2015
I just learned that I can view my service agent detail report. Everything seems to be abbreviated. I'm very interested in learning how to read these numbers, so that way I can learn how to improve. Does anyone have any insight?
What Would You Do - 10/15 - 10/02/2015
... three doors rusting. The vehicle was taken to the local dealership for inspection and repair. The service advisor opened a one line job card addressing the rust condition on the bottom of both rear doors and the driver side front door. After reviewing...
Re: Parts at Dealer Cost - 09/08/2015
... part >indicate the part quantity >enter the part number(s) >enter the part(s) cost >indicate service agent trade by clicking the Svc Agent Trade box By entering the part cost and indicating service agent trade, the part will remain at cost and not be...
Recall 14116 Steering Torque Sensor - 10/07/2015
My service manager said that he had thought there was a bulletin explaining how to test these sensors before you complete the install. Is there something out there to explain how to test these sensors? Thanks, Carol
Recall 14574 & 15757 - 03/02/2016
... and the recalls do not state why. They also want the covers back which I have explained to our service manager that we should not do. GM is having us remove them for some reason, I am assuming a safety concern....
DEX-COOL PROTECTION - 04/04/2008
2006 EQUINOX - 2CNDL63F766089122 - MILES 29,703 WHILE DOING A 30,000 MILE SERVICE, THE TECH FOUND THE COOLANT PROTECTION AT 0*F -- PERFORMED COOLANT FLUSH....... MY ADVISOR IS TELLING ME THIS IS WARRANTY ?!?!?
FUEL COMPOSITION - 03/03/2008
... READS 55% ALCOHOL ON TECH-II, BUT BENCH TEST ONLY 4%.... WE RESET FUEL COMPOSITION -- THERE IS NO SERVICE UPDATES (THIS IS A NEW ONE FOR ME - SUGGESTIONS ON LABOR OP ????)...
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...
FUEL - 03/06/2008
... READS 55% ALCOHOL ON TECH-II, BUT BENCH TEST ONLY 4%.... WE RESET FUEL COMPOSITION -- THERE IS NO SERVICE UPDATES (THIS IS A NEW ONE FOR ME - SUGGESTIONS ON LABOR OP ????)...
Notice: January 2008 Warranty Newsletter - 01/22/2008
... have been added: Processing Department Notes - Each day, our Warranty Claims Processing Service administers hundreds of repair orders from dealerships across the country. In this column we will highlight a popular topic of concern we noticed recurring...
Forum - 12/05/2007
I am to understand: the service manager should be authorizing all lines on ro's if.... changed from: cust pay to warr, warr to cust pay, what about warr to Int or cust pay to int ??
newsletter delivery - 10/31/2007
There must be some priviledged few who get newsletters on time! I haven't got November yet, or December...Ah well, there's a few reasons not to live on the west coast, mail services haven't found us yet..... Brian
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
... of the monthly Warranty Administration Program newsletter and benefit for the latest in warranty/service news....
Forum - 09/19/2007
... It appears that the key factor in correctly authorizing with a paperless system is the dealer service provider that the dealership utilizes. Apparently the UCS system is truly functional. I am interested to hear other opinions in regard to this......
Re: Warranty Compliance - 11/26/2008
I've been fighting with my techs about this for 3 years now. According to our avm and the regional service manager, there has to be a separate time punch for each warranty labor op. There has to be a separate time punch for olh. We've been through...
Re: How is business? - 11/18/2008
Hi Roy, It's just as bad here on the west coast! We are very slow in sales and steady, but slow in service. All the techs are working, but their hours are less. Brian
Re: Tire Warranty on On A Roll Tires - 12/02/2008
See GM Service Policies and Procedures Manual Article 1.5.13.1 "Following expiration of GM's coverage, tires may continue to be warranted, on a pro-rated basis, by the tire manufacturer. Review the tire manufacturer's booklet (included as part of the...
Re: Warranty Compliance - 12/03/2008
Thanks for the input. I think I need to have a discussion with our service manager & let him make the decision on how to proceed. Will let you know what our AVM says about it. Happy Holidays to all!
Re: Body Leak Testing - 09/18/2008
... 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 THE ISSUE TO THE SM....
Re: L-FRT DOOR PAINT / SUBLET TO BODY SHOP - 09/25/2008
... be no more than 10% more than what the labor time guide would pay. You might want to ask your area service rep for advice on this claim or possible the DBC....
Re: How would you handle ??? - 12/17/2008
[quote] Rhonda: the tech has a total of 6.5hrs // my service manager insists coding as #F2383 4.5 with OLH for brgs & seals which totals 7.4, my gm rep never seems to pay any OLH if line totals more than what tech "actual" time is [/quote] According to...
Re: Non-Gm Windshields - 12/24/2008
... windshields can be identified by the GM Logo on the bottom of the windshield. The District Service Manager's Authorization is required for claims with a non-branded windshield part number. Not Covered under Warranty Windshields replaced with a non...
Fuel Question - 12/24/2008
... the fuel level sensor caused the fuel gauge to be incorrect. He added $10 worth of fuel and 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...
Re: Lay Offs - 02/03/2009
... leaving us with only one for both stores. It's been slow, so that has not been an issue yet. Service and body shop has been steady, but we have our slow days there too. Nobody around us has closed, and we aren't planning on it either. People are...
CUSTOMERS SIGNATURES - 01/20/2009
... 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 BY THE CUSTOMER AT THAT TIME. THEN WHEN...
Open Recalls - 04/10/2008
... 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 RO. Our advisors use this opportunity to attach a multi-point inspection sheet to the RO for the tech to fill...
Re: GM Training - 04/18/2008
... odd Sales course, which gives me a better idea how the new cars compare to the competition. The service courses and Emerging Issues are most helpful. Today's new vehicles and their systems and acronyms drive this old guy nuts!...
Re: DISTRIBUTOR CAP - LABOR OP ??? - 05/30/2008
... not pay that much such as the .5 posted before. If your dealership is the selling part 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....
Re: RPO CODES - 06/06/2008
[quote] GMNL02008: If you go into SI and put in the vehicle, go to Service Manual/Bulletins, General Information, General Information, Introduction, you will find the RPO list for the vehicles there. =-) [/quote] That is great to know! What about old...
Re: GLOBAL WARRANTY - 08/21/2008
... Pretty much you will know what is on any possible self audit based on these reports. Check the service manager training on global warranty it may talk about them....
Re: HOURS - 08/26/2008
We are open from 7am 'til 6pm in service, Mon thru Fri. Closed Sat/Sun. I work 6am 'til 3pm, Mon thru Fri.
Re: ARKONA anyone? - 08/26/2008
Here is a helpful area on Arkona's website: http://www.arkona.com/support/quickstarts/service.php
Re: ADMINISTRATIVE ALLOWANCE - 08/22/2008
... the job line, not to the tech. [/quote] WE ARE ON REYNOLDS & REYNOLDS AS WELL. WE ALWAYS PAY THE SERVICE MGR'S #. NOT THE TECH. I GUESS IT GOES TO OUR SHOP BOTTOM DOLLAR....
Re: POWERTRAIN - 07/28/2008
Article 1.1.1-2008 GM New Vehicle Limited Warranty from the service P&P: "The New Vehicle Limited Warranties apply to the first owner and all future owners of the vehicle during the warranty period." After that statement it goes on to include what is...
Re: FUEL TANK CAPACITY - 06/26/2008
Additionally you may utilize SI in DealerWorld. Service Manual>General Information>Maintenance & Lubrication>Specifications>Approximate Fluid Capacities...Fuel Tank (26 gal).
AUTHORIZATIONS - 07/31/2008
I AM HAVING TROUBLE WITH MY SERVICE ADVISORS. I CAN NOT MAKE THEM UNDERSTAND WHY IT IS SO IMPORTANT TO HAVE ALL THE AUTHORIZATIONS, GMVIS, ADD LINES, ETC. DONE BEFORE THE RO'S GET TO ME. I HAVE GIVEN THEM "CHEAT SHEETS" THAT EXPLAIN EACH AUTHORIZATION...
Re: AUTHORIZATIONS - 07/31/2008
... the rest of you. I have worked it out with my comptroller and owner that any new hires in the service department are mine to train in regards to paperwork. I have pages pulled from both J&L and the P&P that detail documentation requirements. They...
Re: Rotor resurfacing - 02/26/2009
Check out the following bulletin,will tell you all you need. #00-05-22-002K: Disc Brake Warranty Service and Procedures
Re: What is the correct procedure? - 02/10/2009
... THEY NEED TO CATCH THE ISSUE BEFORE THE TECH HAS ANY TIME INTO THE REPAIR. I'VE FOUGHT WITH MY SERVICE WRITERS ABOUT THE ONE RO FOR ONE PART ON DEFECTS FOR THE LAST 3 YEARS BECAUSE YOU HAVE TO SHOW GM THAT THE CUSTOMER PAID FOR THE FIRST REPAIR....
Re: TRANS REPLACEMENT - 03/12/2009
... on the PCC page it is 36months/100k miles part and labor coverage. You can get there under service workbench *gm powertrain information center. ...
Re: Oil leak diagnosis - 03/30/2009
... Hours for the labor code operation submitted for the repair of the leak. Please reference the GM service information for the proper analyze procedures for the system being tested. ...
Re: Luxury Certified Pre-owned Limited Warranty, Cad SRX - 03/26/2009
... and Saturn CPO) and the CPO Guide (Cadillac, Hummer and Saab) are good reference tools for the service department. ...
Re: Updated Brake Warranty Procedures - 03/27/2009
... in both the "Repair Order Required Documentation" section and on the "Attachment Form - GM Brake Service Repair Order Documentation for Required Measurements". Both maintain the requirement for original and refinished rotor thickness measurements. The...
... 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 THE ISSUE TO THE SM....
Re: L-FRT DOOR PAINT / SUBLET TO BODY SHOP - 09/25/2008
... be no more than 10% more than what the labor time guide would pay. You might want to ask your area service rep for advice on this claim or possible the DBC....
Re: How would you handle ??? - 12/17/2008
[quote] Rhonda: the tech has a total of 6.5hrs // my service manager insists coding as #F2383 4.5 with OLH for brgs & seals which totals 7.4, my gm rep never seems to pay any OLH if line totals more than what tech "actual" time is [/quote] According to...
Re: Non-Gm Windshields - 12/24/2008
... windshields can be identified by the GM Logo on the bottom of the windshield. The District Service Manager's Authorization is required for claims with a non-branded windshield part number. Not Covered under Warranty Windshields replaced with a non...
Fuel Question - 12/24/2008
... the fuel level sensor caused the fuel gauge to be incorrect. He added $10 worth of fuel and 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...
Re: Lay Offs - 02/03/2009
... leaving us with only one for both stores. It's been slow, so that has not been an issue yet. Service and body shop has been steady, but we have our slow days there too. Nobody around us has closed, and we aren't planning on it either. People are...
CUSTOMERS SIGNATURES - 01/20/2009
... 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 BY THE CUSTOMER AT THAT TIME. THEN WHEN...
Open Recalls - 04/10/2008
... 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 RO. Our advisors use this opportunity to attach a multi-point inspection sheet to the RO for the tech to fill...
Re: GM Training - 04/18/2008
... odd Sales course, which gives me a better idea how the new cars compare to the competition. The service courses and Emerging Issues are most helpful. Today's new vehicles and their systems and acronyms drive this old guy nuts!...
Re: DISTRIBUTOR CAP - LABOR OP ??? - 05/30/2008
... not pay that much such as the .5 posted before. If your dealership is the selling part 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....
Re: RPO CODES - 06/06/2008
[quote] GMNL02008: If you go into SI and put in the vehicle, go to Service Manual/Bulletins, General Information, General Information, Introduction, you will find the RPO list for the vehicles there. =-) [/quote] That is great to know! What about old...
Re: GLOBAL WARRANTY - 08/21/2008
... Pretty much you will know what is on any possible self audit based on these reports. Check the service manager training on global warranty it may talk about them....
Re: HOURS - 08/26/2008
We are open from 7am 'til 6pm in service, Mon thru Fri. Closed Sat/Sun. I work 6am 'til 3pm, Mon thru Fri.
Re: ARKONA anyone? - 08/26/2008
Here is a helpful area on Arkona's website: http://www.arkona.com/support/quickstarts/service.php
Re: ADMINISTRATIVE ALLOWANCE - 08/22/2008
... the job line, not to the tech. [/quote] WE ARE ON REYNOLDS & REYNOLDS AS WELL. WE ALWAYS PAY THE SERVICE MGR'S #. NOT THE TECH. I GUESS IT GOES TO OUR SHOP BOTTOM DOLLAR....
Re: POWERTRAIN - 07/28/2008
Article 1.1.1-2008 GM New Vehicle Limited Warranty from the service P&P: "The New Vehicle Limited Warranties apply to the first owner and all future owners of the vehicle during the warranty period." After that statement it goes on to include what is...
Re: FUEL TANK CAPACITY - 06/26/2008
Additionally you may utilize SI in DealerWorld. Service Manual>General Information>Maintenance & Lubrication>Specifications>Approximate Fluid Capacities...Fuel Tank (26 gal).
AUTHORIZATIONS - 07/31/2008
I AM HAVING TROUBLE WITH MY SERVICE ADVISORS. I CAN NOT MAKE THEM UNDERSTAND WHY IT IS SO IMPORTANT TO HAVE ALL THE AUTHORIZATIONS, GMVIS, ADD LINES, ETC. DONE BEFORE THE RO'S GET TO ME. I HAVE GIVEN THEM "CHEAT SHEETS" THAT EXPLAIN EACH AUTHORIZATION...
Re: AUTHORIZATIONS - 07/31/2008
... the rest of you. I have worked it out with my comptroller and owner that any new hires in the service department are mine to train in regards to paperwork. I have pages pulled from both J&L and the P&P that detail documentation requirements. They...
Re: Rotor resurfacing - 02/26/2009
Check out the following bulletin,will tell you all you need. #00-05-22-002K: Disc Brake Warranty Service and Procedures
Re: What is the correct procedure? - 02/10/2009
... THEY NEED TO CATCH THE ISSUE BEFORE THE TECH HAS ANY TIME INTO THE REPAIR. I'VE FOUGHT WITH MY SERVICE WRITERS ABOUT THE ONE RO FOR ONE PART ON DEFECTS FOR THE LAST 3 YEARS BECAUSE YOU HAVE TO SHOW GM THAT THE CUSTOMER PAID FOR THE FIRST REPAIR....
Re: TRANS REPLACEMENT - 03/12/2009
... on the PCC page it is 36months/100k miles part and labor coverage. You can get there under service workbench *gm powertrain information center. ...
Re: Oil leak diagnosis - 03/30/2009
... Hours for the labor code operation submitted for the repair of the leak. Please reference the GM service information for the proper analyze procedures for the system being tested. ...
Re: Luxury Certified Pre-owned Limited Warranty, Cad SRX - 03/26/2009
... and Saturn CPO) and the CPO Guide (Cadillac, Hummer and Saab) are good reference tools for the service department. ...
Re: Updated Brake Warranty Procedures - 03/27/2009
... in both the "Repair Order Required Documentation" section and on the "Attachment Form - GM Brake Service Repair Order Documentation for Required Measurements". Both maintain the requirement for original and refinished rotor thickness measurements. The...
Re: Brake warranty memo - 07/23/2009
Keep in mind that bulletin 05-05-22-002E applies to Saturn vehicles ONLY. Bulletin 00-05-22-002L (Disc Brake Warranty Service and Procedures) applies to GM cars and trucks. Updated March 2009.
Re: PDI TIME FOR 2009 G3??? - 05/11/2009
... 2009 G3 PAYS?? 1.3 OR 1.4 LABOR TIME?? CANT FIND IT LISTED ANYWHERE. [/quote] If you go to SI (Service Information) and do the drill down by typing in the year, make and model you can go to Labor Operations, General Information & find any PDI time....
Re: GM MOE Test Question - 05/04/2009
... This was the "trick" question on the test for me. Funny in all the times I have refered to the GM Service Manual I had not paid particular attention to the wording....
WHY SEALS AND GASKETS ARE NOT WARRANTY(B AND N CLAIMS) - 04/22/2009
... 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. Our DVM said to handle it if it was just the seal and he will get qwith the...
Re: New DVM - 10/30/2009
... DVM but have not met him yet. He is called a Fixed Ops Manager (guess he is doing both parts and service). I think having a warranty specialist might actually be a good thing. It would be nice to have a direct contact person to talk to. Did everyone...
Re: Yet Another Part Warranty Question - 11/11/2009
Mike, do you know of any written policy regarding this so I can show my Service Manager? Also, the stabilizer links had to be cut off to remove the tank. Is that part GM responsibility?
Re: GLOBAL WARRANTY!! - 11/18/2009
Nicole, We also went on global warranty monday but my service manager was out and didn't want me to do any until he got back yesterday. We did 7, 2 were accepted and paid, 1 rejected and 5 came back unaccepted. The 1 that rejected was for both front rotors...
Re: Transportation Damage claims - 11/18/2009
... is used when: a. No Carrier's Delivery Receipt is available, such as: Vehicle(s) discovered at Service Agent Facility without receipt. Vehicle(s) presented for intransit repairs without receipt. NOTE: If Vehicle(s) is discovered at Service Agent...
Re: New vehicle in inventory battery problem - 09/30/2009
... for more than a couple of months, I H routed it and had it rejected as it had not been properly serviced while in our possession. We charged the cost to the new car department. I would check the VISS and see how long the car has been in your stock. If...
Re: Lost Rep - 09/25/2009
... actaully did the Authorizing and push throughs. I hear there are some "conflicts" because your service parts reps are responsible for "warranty Overage" and have to access to the claims. So I guess this is a work in progress....
Re: Lost Rep - 09/21/2009
We also lost our rep--he took early retirement. We have heard that the parts/service position is going to be the same person from here on out and new assignments would take effect Oct. 1st and we would hear before then who our new rep. would be.
Re: Towing on a life time warr part ? - 09/16/2009
... information. If the amount is excessive, it will reject and require H Route to the District Service Manager for review. From a previous forum discussion. ...
Re: Global Warranty - 08/18/2009
... I get an error page saying "Unexpected Authentication Challenge". I've seen it listed under the service workbench for some time, but have never been able to access it. [/quote] That's what I get also. It won't let me access it....
GWM Authorization translation - 01/28/2010
... Thanks! Also, does anyone have a telephone number for GWM? I have a question regarding GMIN for service advisors & techs....
Re: Global Warranty Management ADP HELP! - 01/19/2010
Hello,dan here again.We have Adp for our service.With the new warranty op ZREG adp wont let you use this without a letter in front W-C-I we put a W in front of ZREG and now (WZREG as we put it for ADP )we CANT pull over warranty in PMT and help???? thanks...
Re: Excessive rental - 12/15/2009
... the main mode of transportation for our 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...
Dealer Track - 10/20/2010
... 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!...
2 JOB CARDS WITH SAME LABOR OP - 12/06/2010
... 2 DAY'S WITH A JL WARRANTY TRAINER. I HAVE BEEN IN PART'S FOR 11 YEARS SO THEY BROUGHT ME OVER TO SERVICE. I REALLY LIKE THE JOB, BUT SOMEDAY'S I REALLY COULD USE SOME ADVICE. THANKS FOR ANY HELP....
Would you try to put a claim in for this? - 09/16/2010
... 2 holes and extracted bolts from inside and then could get a wrench on to tighten them back up. Service advisor thinks that they were installed improperly at the factory and said I should submit this as a warranty claim. Um.... how? The tech has 1.5...
Re: Warranty Rental VIN - 08/25/2010
One would expect that they are so busy they don't have time to process their paperwork. More often than not I'm calling three times for each request. Several times I have had my Service Manager call just to rattle their cage. No difference....
WPC returns for 08/25/10 - 08/25/2010
... up in the green box on the initial warranty processing screen, but do not show up under "review service agent open parts return requests." I made all the shipping labels already, but now it appears this might be a system error on the part of GWM? Anybody...
Re: Return Codes - 01/26/2011
You can find the list in Global Connect--Library--Service--Service Operations--Global Warranty Reject Code Description & Actions. For the one you have it shows: 834 Repair performed prior to start of Warranty. * The transaction submitted is prior...
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...
New! - Snap Your Shop - 02/23/2011
How many times has a technician come up to the service desk and said, "you have to see this"? Maybe it's a stored Camaro that mice have taken up residence, a "shade-tree" mechanic made a "modification", or you have one of the cleanest shops around. We...
Re: GLOBAL WARRANTY AND REYNOLDS USERS - 03/09/2010
DO YOU KNOW "WHY" AS A SERVICE AGENT USING DMS WE ARE UNABLE TO USE WEB INTERACTIVE AS PER THE NEW MANUAL
Keep in mind that bulletin 05-05-22-002E applies to Saturn vehicles ONLY. Bulletin 00-05-22-002L (Disc Brake Warranty Service and Procedures) applies to GM cars and trucks. Updated March 2009.
Re: PDI TIME FOR 2009 G3??? - 05/11/2009
... 2009 G3 PAYS?? 1.3 OR 1.4 LABOR TIME?? CANT FIND IT LISTED ANYWHERE. [/quote] If you go to SI (Service Information) and do the drill down by typing in the year, make and model you can go to Labor Operations, General Information & find any PDI time....
Re: GM MOE Test Question - 05/04/2009
... This was the "trick" question on the test for me. Funny in all the times I have refered to the GM Service Manual I had not paid particular attention to the wording....
WHY SEALS AND GASKETS ARE NOT WARRANTY(B AND N CLAIMS) - 04/22/2009
... 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. Our DVM said to handle it if it was just the seal and he will get qwith the...
Re: New DVM - 10/30/2009
... DVM but have not met him yet. He is called a Fixed Ops Manager (guess he is doing both parts and service). I think having a warranty specialist might actually be a good thing. It would be nice to have a direct contact person to talk to. Did everyone...
Re: Yet Another Part Warranty Question - 11/11/2009
Mike, do you know of any written policy regarding this so I can show my Service Manager? Also, the stabilizer links had to be cut off to remove the tank. Is that part GM responsibility?
Re: GLOBAL WARRANTY!! - 11/18/2009
Nicole, We also went on global warranty monday but my service manager was out and didn't want me to do any until he got back yesterday. We did 7, 2 were accepted and paid, 1 rejected and 5 came back unaccepted. The 1 that rejected was for both front rotors...
Re: Transportation Damage claims - 11/18/2009
... is used when: a. No Carrier's Delivery Receipt is available, such as: Vehicle(s) discovered at Service Agent Facility without receipt. Vehicle(s) presented for intransit repairs without receipt. NOTE: If Vehicle(s) is discovered at Service Agent...
Re: New vehicle in inventory battery problem - 09/30/2009
... for more than a couple of months, I H routed it and had it rejected as it had not been properly serviced while in our possession. We charged the cost to the new car department. I would check the VISS and see how long the car has been in your stock. If...
Re: Lost Rep - 09/25/2009
... actaully did the Authorizing and push throughs. I hear there are some "conflicts" because your service parts reps are responsible for "warranty Overage" and have to access to the claims. So I guess this is a work in progress....
Re: Lost Rep - 09/21/2009
We also lost our rep--he took early retirement. We have heard that the parts/service position is going to be the same person from here on out and new assignments would take effect Oct. 1st and we would hear before then who our new rep. would be.
Re: Towing on a life time warr part ? - 09/16/2009
... information. If the amount is excessive, it will reject and require H Route to the District Service Manager for review. From a previous forum discussion. ...
Re: Global Warranty - 08/18/2009
... I get an error page saying "Unexpected Authentication Challenge". I've seen it listed under the service workbench for some time, but have never been able to access it. [/quote] That's what I get also. It won't let me access it....
GWM Authorization translation - 01/28/2010
... Thanks! Also, does anyone have a telephone number for GWM? I have a question regarding GMIN for service advisors & techs....
Re: Global Warranty Management ADP HELP! - 01/19/2010
Hello,dan here again.We have Adp for our service.With the new warranty op ZREG adp wont let you use this without a letter in front W-C-I we put a W in front of ZREG and now (WZREG as we put it for ADP )we CANT pull over warranty in PMT and help???? thanks...
Re: Excessive rental - 12/15/2009
... the main mode of transportation for our 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...
Dealer Track - 10/20/2010
... 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!...
2 JOB CARDS WITH SAME LABOR OP - 12/06/2010
... 2 DAY'S WITH A JL WARRANTY TRAINER. I HAVE BEEN IN PART'S FOR 11 YEARS SO THEY BROUGHT ME OVER TO SERVICE. I REALLY LIKE THE JOB, BUT SOMEDAY'S I REALLY COULD USE SOME ADVICE. THANKS FOR ANY HELP....
Would you try to put a claim in for this? - 09/16/2010
... 2 holes and extracted bolts from inside and then could get a wrench on to tighten them back up. Service advisor thinks that they were installed improperly at the factory and said I should submit this as a warranty claim. Um.... how? The tech has 1.5...
Re: Warranty Rental VIN - 08/25/2010
One would expect that they are so busy they don't have time to process their paperwork. More often than not I'm calling three times for each request. Several times I have had my Service Manager call just to rattle their cage. No difference....
WPC returns for 08/25/10 - 08/25/2010
... up in the green box on the initial warranty processing screen, but do not show up under "review service agent open parts return requests." I made all the shipping labels already, but now it appears this might be a system error on the part of GWM? Anybody...
Re: Return Codes - 01/26/2011
You can find the list in Global Connect--Library--Service--Service Operations--Global Warranty Reject Code Description & Actions. For the one you have it shows: 834 Repair performed prior to start of Warranty. * The transaction submitted is prior...
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...
New! - Snap Your Shop - 02/23/2011
How many times has a technician come up to the service desk and said, "you have to see this"? Maybe it's a stored Camaro that mice have taken up residence, a "shade-tree" mechanic made a "modification", or you have one of the cleanest shops around. We...
Re: GLOBAL WARRANTY AND REYNOLDS USERS - 03/09/2010
DO YOU KNOW "WHY" AS A SERVICE AGENT USING DMS WE ARE UNABLE TO USE WEB INTERACTIVE AS PER THE NEW MANUAL
GSA HANDLING ALLOWANCE - 04/22/2010
... old message# VSG20011065 from 12/05/01. I've always just claimed the 150.000 everytime a US Forest Service comes in for a PDI. Thanks, Jodi...
Re: Chrome Wheel Supplier questions - 05/05/2010
[quote] Tonia: Why are you guys not ordering GM wheels? [/quote] Our service rep told us we HAVE to use Keystone. I guess they are less expensive (reconditioned, I think).
Engine Part Warranty on 2003 GMC Safari - 09/22/2021
... etc off that labor op and then any extra time i've had the manager sign for OLH. My current service manager is saying they have always just let the technicians claim as much time as they want and then submit everything as base time. Furthermore,...
Forum - 11/22/2021
... to identify what the parts department should bill out. I made it so we basically got a raise for service finally and they can increase the parts billing slightly. My guys bill them out to equal the total so I don't have to go behind and do write-off...
PIE0669 Info on 7500 mile maint for Dual Clutch Trans Canister Filter - 11/04/2021
... the EI does not show in GWM/IVH, disregard the PIE and proceed with diagnostics found in published service information I get that it has to be on their vis.... but this pertains to the first oil change. What concern???? If it is on the vis...
Forum - 08/05/2021
... who want all of the OLH and our advisor will just pay base time and leave the OLH flagging to me/service manager for approval. But then I have one advisor who pays them whatever and I do end up backflagging them sometimes, but that's actually been...
Elapsed time on tech punches - 08/06/2021
... with only 1 minute accumulated. The transaction was debited in full."Right now I have a first service claim, and for some reason the tech only has .1 elapsed. Would that be subject to chargeback in an aduit? I'm not too worried about that one, being...
What Would You Do - 03/22 - 02/23/2022
... light concern caused by incorrect resistance.The claim was written up as a one-line claim by the service advisor. But, while reviewing the claim prior to submission, the warranty administrator considered adding a second line to the claim to allow for...
Forum - 01/28/2022
Thank you for your response, my service manager and myself have been assuring they are replacing them. The parts dept is on board and the techs are of course being tech's.
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...
Forum - 12/14/2021
... than a TSB and use ZFAT to submit, or someone is putting in the wrong opcodes. I would review the service lane process to ensure that correct recalls are being written up and check with techs to be sure opcodes are being utilized correctly and check...
Vehicle received with acid rain damage and very dirty exterior and interior - 12/06/2021
... or standard warranty claim. A LON was not sent yet and it is past the 24 hours. When my service manager sent an email to our DMA he stated that he believes it should be submitted through warranty....
Forum - 02/19/2021
... of the job card. Recommend obtaining a copy of the audit email sent to the dealer from GM Audit Services as it specifices the documents required for the review as well as the document upload sequence. ...
Forum - 01/29/2021
When a rental is provided a copy of the rental agreement showing the rental vehicle VIN, or Service Agent owned rental documentation must be attached to the job card. Job card documentation (e.g. tech notes, time documentation, job card open/close...
Forum - 03/24/2021
... does not appear to be related to the reason that the Warranty Block was initiated on the vehicle. Service Agents must obtain wholesale approval prior to repair utilizing the Dealer Aftersales Empowerment Portal." So to me it would seem depending...
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!
Close repair orders after vehicle leaves the shop - 10/28/2020
I'm working on some training materials for our service staff. Everyone knows that you must close a repair order after the vehicle leaves the shop. But why? Yes, I know because my rep said so, and my warranty manager and DPSM, too. But...
Forum - 12/22/2020
Transportation, Vehicle Storage, and PDI Policy Manual: "Service agents will be credited for missing owner's manuals and glove box literature portfolios at the net amount paid by Service Agent less any discounts or allowances applicable. The parts handling...
Multiple job lines for this claim? - 12/23/2020
... replacing the TECHM. So 3 repairs were done, but they are all related. Right now the service advisor has this all on one job. Should this repair be separated into multiple lines? At least adding a line for the valve body replaced...
Forum - 09/01/2020
... 107: Pre-write up forms, if used, must contain all information required on job cards except the in-service date. The completed pre-write up form must be attached to the job card and retained in the vehicle history folder....
Forum - 06/04/2020
... P&P Article 5.15 Assembly Repair/Replacement & Bulletin 04-00-89-015: GM recommends Service Management involvement in all decisions regarding replacement of an engine or transmission assembly. Dealers are encouraged to utilize the GM Cost...
Forum - 04/20/2020
Have you tried contacting NVDR thru support on GM Global? When I've had issues with transportation claims they have been great with helping me out. It's one of the other tabs that's with the Service tab.
Forum - 03/02/2020
... policy of restricting customer reimbursement to the amount GM would have paid an authorized GM Service Agent to perform the repair....
Forum - 08/12/2019
I just thought of one other thing I do. I make sure my service advisors have access to JL Warranty so that they can view several of the short informative videos on different topics. They never do it, but I make sure they know the tools are available.
Forum - 11/19/2019
... as to why you are requesting olh. You must also scan a copy of the job card ,front and back with service manager signing off with time,date,signature and explaination of olh time. add this to attachments . The claim will go in review. Hope this will...
... old message# VSG20011065 from 12/05/01. I've always just claimed the 150.000 everytime a US Forest Service comes in for a PDI. Thanks, Jodi...
Re: Chrome Wheel Supplier questions - 05/05/2010
[quote] Tonia: Why are you guys not ordering GM wheels? [/quote] Our service rep told us we HAVE to use Keystone. I guess they are less expensive (reconditioned, I think).
Engine Part Warranty on 2003 GMC Safari - 09/22/2021
... etc off that labor op and then any extra time i've had the manager sign for OLH. My current service manager is saying they have always just let the technicians claim as much time as they want and then submit everything as base time. Furthermore,...
Forum - 11/22/2021
... to identify what the parts department should bill out. I made it so we basically got a raise for service finally and they can increase the parts billing slightly. My guys bill them out to equal the total so I don't have to go behind and do write-off...
PIE0669 Info on 7500 mile maint for Dual Clutch Trans Canister Filter - 11/04/2021
... the EI does not show in GWM/IVH, disregard the PIE and proceed with diagnostics found in published service information I get that it has to be on their vis.... but this pertains to the first oil change. What concern???? If it is on the vis...
Forum - 08/05/2021
... who want all of the OLH and our advisor will just pay base time and leave the OLH flagging to me/service manager for approval. But then I have one advisor who pays them whatever and I do end up backflagging them sometimes, but that's actually been...
Elapsed time on tech punches - 08/06/2021
... with only 1 minute accumulated. The transaction was debited in full."Right now I have a first service claim, and for some reason the tech only has .1 elapsed. Would that be subject to chargeback in an aduit? I'm not too worried about that one, being...
What Would You Do - 03/22 - 02/23/2022
... light concern caused by incorrect resistance.The claim was written up as a one-line claim by the service advisor. But, while reviewing the claim prior to submission, the warranty administrator considered adding a second line to the claim to allow for...
Forum - 01/28/2022
Thank you for your response, my service manager and myself have been assuring they are replacing them. The parts dept is on board and the techs are of course being tech's.
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...
Forum - 12/14/2021
... than a TSB and use ZFAT to submit, or someone is putting in the wrong opcodes. I would review the service lane process to ensure that correct recalls are being written up and check with techs to be sure opcodes are being utilized correctly and check...
Vehicle received with acid rain damage and very dirty exterior and interior - 12/06/2021
... or standard warranty claim. A LON was not sent yet and it is past the 24 hours. When my service manager sent an email to our DMA he stated that he believes it should be submitted through warranty....
Forum - 02/19/2021
... of the job card. Recommend obtaining a copy of the audit email sent to the dealer from GM Audit Services as it specifices the documents required for the review as well as the document upload sequence. ...
Forum - 01/29/2021
When a rental is provided a copy of the rental agreement showing the rental vehicle VIN, or Service Agent owned rental documentation must be attached to the job card. Job card documentation (e.g. tech notes, time documentation, job card open/close...
Forum - 03/24/2021
... does not appear to be related to the reason that the Warranty Block was initiated on the vehicle. Service Agents must obtain wholesale approval prior to repair utilizing the Dealer Aftersales Empowerment Portal." So to me it would seem depending...
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!
Close repair orders after vehicle leaves the shop - 10/28/2020
I'm working on some training materials for our service staff. Everyone knows that you must close a repair order after the vehicle leaves the shop. But why? Yes, I know because my rep said so, and my warranty manager and DPSM, too. But...
Forum - 12/22/2020
Transportation, Vehicle Storage, and PDI Policy Manual: "Service agents will be credited for missing owner's manuals and glove box literature portfolios at the net amount paid by Service Agent less any discounts or allowances applicable. The parts handling...
Multiple job lines for this claim? - 12/23/2020
... replacing the TECHM. So 3 repairs were done, but they are all related. Right now the service advisor has this all on one job. Should this repair be separated into multiple lines? At least adding a line for the valve body replaced...
Forum - 09/01/2020
... 107: Pre-write up forms, if used, must contain all information required on job cards except the in-service date. The completed pre-write up form must be attached to the job card and retained in the vehicle history folder....
Forum - 06/04/2020
... P&P Article 5.15 Assembly Repair/Replacement & Bulletin 04-00-89-015: GM recommends Service Management involvement in all decisions regarding replacement of an engine or transmission assembly. Dealers are encouraged to utilize the GM Cost...
Forum - 04/20/2020
Have you tried contacting NVDR thru support on GM Global? When I've had issues with transportation claims they have been great with helping me out. It's one of the other tabs that's with the Service tab.
Forum - 03/02/2020
... policy of restricting customer reimbursement to the amount GM would have paid an authorized GM Service Agent to perform the repair....
Forum - 08/12/2019
I just thought of one other thing I do. I make sure my service advisors have access to JL Warranty so that they can view several of the short informative videos on different topics. They never do it, but I make sure they know the tools are available.
Forum - 11/19/2019
... as to why you are requesting olh. You must also scan a copy of the job card ,front and back with service manager signing off with time,date,signature and explaination of olh time. add this to attachments . The claim will go in review. Hope this will...
Forum - 12/06/2019
... in Pairs: When repairs necessitate both left/right or front/rear repairs or part replacements, Service Agents are to use the single labour operation and submit for the “Add Time” for performing both sides. If unique labour operations...
Inspection Process / Transportation Damage - Looking For Tips - 08/23/2019
... we're basicly at the mercy of the carrier to agree to allowing damage codes being added. Our Service Manager is telling me that we can still follow the LON process, but I thought that the LON in this situation would only apply if the...
Forum - 08/06/2019
Hi tbagley! P&P Article 9, Service Agent Self Review Process, is a helpful resource as it provides details on each of the Observation Periods (including period 3).
Forum - 08/07/2019
Yes, bulletin 16NA338 is a good resource as well as Service Policies & Procedures Article 2.16 Assembly Repair/Replacement. There is not a published ratio or percentage to support a repair vs replace decision.
Forum - 06/10/2019
... is generally 7,500 miles). Maintenance All vehicles require periodic maintenance. Maintenance services, such as those detailed in the owner manual are the owner's expense. Vehicle lubrication, cleaning, or polishing are not covered. Failure of or damage...
hybrid battery - 05/01/2019
what's the warranty if bought new and installed though the service department Format: Article
Forum - 05/07/2019
We charge labor as per the certified service battery promotion, $24.95 except on excluded vehicles which allow for more. I like the fact that Delco covers the battery for the full warranty period, but it is kind of nutty that labor is not covere...
Policy on an over the counter part - 05/20/2019
I received a claim where the service 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...
Forum - 05/21/2019
... our GM hybrid and electric vehicle owners, GM CCA is pleased to announce an enhancement to the GM Service Warranty on all advanced propulsion batteries. The enhanced warranty will be 3 years or 100,000 miles (whichever comes 1st). This 3 year/ 100,000-mile...
Forum - 05/29/2019
Be sure to complete the Policy Evaluation Tool - if the result is not agreeable, and the service manager elects to deviate, obtain pre-approval. The transaction would be submitted with Policy Decision authorization.
Forum - 05/23/2019
... and/or electrical diagnosis is not associated with the repair, the time would be handled as OLH. Service management is responsible for the reasonableness of the OLH request. Management authorization and separate time documentation is required....
Forum - 04/12/2019
... Labor included when repaired by a GM Dealer, or repaired by the installing Independent Service Center (ISC) with PCC authorization." Is the "repair" here referencing the repair made when the assembly was first purchased and installed or when that...
What Would You Do - 04/19 - 03/26/2019
... with the cover charged out in the parts field. The transaction rejected with error 024: Service Agent is not allowed to submit transactions for labor code 7023350.The warranty administrator reviewed the transaction confirming that the job card dates,...
Forum - 08/21/2017
The service advisors usually take care of this issue at our dealership. We write a job card , let the vehicle sit a few minutes . Then we check the oil level and note it on the job card . If for example the vehicle is an equinox thier is a good...
Forum - 08/08/2017
... miles documented in the mileage in/out field on the job card and a Field Product Report, the service manager opted not to claim the fuel expense. The transaction paid the 0.3 hours base labor with the CCND operation for a HVAC condition....
Forum - 09/05/2017
... in Accept status for the parts and labor (pump and housing) associated with the special coverage. Service management opted against completing the PET for a Policy Decision for the gear. If management had approved a Policy Decision in this situation, the...
Forum - 09/21/2017
"Service technicians, warranty administrators, or non-supervisory hourly personnel must not be empowered for these types of management approvals." Therefore ONLY management can approve, unless they comply with P&P. So NO, advisors & writers...
Forum - 09/25/2017
Coverage is provided during the terms of the New Vehicle Limited Warranty, Limited Powertrain Warranty and/or Hybrid Specific Limited Warranty. (Courtesy Transportation: Service P&P Article 1.4 - Bulletin 07-00-89-037)
Forum - 09/28/2017
If you're referring to recall 17199, this is in the recall. Service Procedure Important: The removed airbag must be properly deployed and disposed of or recycled after it is removed from the vehicle. THE REMOVED AIRBAG MUST NOT BE SOLD...
CONSEQUENTIAL DAMAGE THAT RESULTS IN ASSEMBLY REPLACEMENT - 09/28/2017
... ONE DOES) AND IT DOES NOT HAVE TO BE APPROVED BY THE SERV MANAGER. CLAIM REJECTED SAYING WSC WANTS SERVICE MANAGER DETAIL OF WHICH PUNCHES ARE OLH. I'M LOST. IS THERE A DOCUMENT OUT THERE THAT ADRESSES THIS? ...
Forum - 10/24/2017
I don't have one in front of me, but I'm pretty sure the ones that I've gotten from my Service Manager HAVE had the "range" on them... I have another question regarding this, do we need a PET for something like an oil change that the appointment for the...
Forum - 10/24/2017
... claim a $20 Administrative Allowance for all Customer Reimbursement transactions. Reference - Service P&P Manual Article 3.2.18....
Early Bird Drop Envelope requirements? - 12/06/2017
... not listed on the early bird envelope/drop-off form are considered add-ons and require appropriate Service Management authorization and separate on/off time documentation". The night drop envelopes that we have are NOT compliant to be used for...
Forum - 12/07/2017
... 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 properly. Customer...
Forum - 12/05/2017
... 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 returns. For part return requests, submit up to $25 in the Net/Admin...
... in Pairs: When repairs necessitate both left/right or front/rear repairs or part replacements, Service Agents are to use the single labour operation and submit for the “Add Time” for performing both sides. If unique labour operations...
Inspection Process / Transportation Damage - Looking For Tips - 08/23/2019
... we're basicly at the mercy of the carrier to agree to allowing damage codes being added. Our Service Manager is telling me that we can still follow the LON process, but I thought that the LON in this situation would only apply if the...
Forum - 08/06/2019
Hi tbagley! P&P Article 9, Service Agent Self Review Process, is a helpful resource as it provides details on each of the Observation Periods (including period 3).
Forum - 08/07/2019
Yes, bulletin 16NA338 is a good resource as well as Service Policies & Procedures Article 2.16 Assembly Repair/Replacement. There is not a published ratio or percentage to support a repair vs replace decision.
Forum - 06/10/2019
... is generally 7,500 miles). Maintenance All vehicles require periodic maintenance. Maintenance services, such as those detailed in the owner manual are the owner's expense. Vehicle lubrication, cleaning, or polishing are not covered. Failure of or damage...
hybrid battery - 05/01/2019
what's the warranty if bought new and installed though the service department Format: Article
Forum - 05/07/2019
We charge labor as per the certified service battery promotion, $24.95 except on excluded vehicles which allow for more. I like the fact that Delco covers the battery for the full warranty period, but it is kind of nutty that labor is not covere...
Policy on an over the counter part - 05/20/2019
I received a claim where the service 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...
Forum - 05/21/2019
... our GM hybrid and electric vehicle owners, GM CCA is pleased to announce an enhancement to the GM Service Warranty on all advanced propulsion batteries. The enhanced warranty will be 3 years or 100,000 miles (whichever comes 1st). This 3 year/ 100,000-mile...
Forum - 05/29/2019
Be sure to complete the Policy Evaluation Tool - if the result is not agreeable, and the service manager elects to deviate, obtain pre-approval. The transaction would be submitted with Policy Decision authorization.
Forum - 05/23/2019
... and/or electrical diagnosis is not associated with the repair, the time would be handled as OLH. Service management is responsible for the reasonableness of the OLH request. Management authorization and separate time documentation is required....
Forum - 04/12/2019
... Labor included when repaired by a GM Dealer, or repaired by the installing Independent Service Center (ISC) with PCC authorization." Is the "repair" here referencing the repair made when the assembly was first purchased and installed or when that...
What Would You Do - 04/19 - 03/26/2019
... with the cover charged out in the parts field. The transaction rejected with error 024: Service Agent is not allowed to submit transactions for labor code 7023350.The warranty administrator reviewed the transaction confirming that the job card dates,...
Forum - 08/21/2017
The service advisors usually take care of this issue at our dealership. We write a job card , let the vehicle sit a few minutes . Then we check the oil level and note it on the job card . If for example the vehicle is an equinox thier is a good...
Forum - 08/08/2017
... miles documented in the mileage in/out field on the job card and a Field Product Report, the service manager opted not to claim the fuel expense. The transaction paid the 0.3 hours base labor with the CCND operation for a HVAC condition....
Forum - 09/05/2017
... in Accept status for the parts and labor (pump and housing) associated with the special coverage. Service management opted against completing the PET for a Policy Decision for the gear. If management had approved a Policy Decision in this situation, the...
Forum - 09/21/2017
"Service technicians, warranty administrators, or non-supervisory hourly personnel must not be empowered for these types of management approvals." Therefore ONLY management can approve, unless they comply with P&P. So NO, advisors & writers...
Forum - 09/25/2017
Coverage is provided during the terms of the New Vehicle Limited Warranty, Limited Powertrain Warranty and/or Hybrid Specific Limited Warranty. (Courtesy Transportation: Service P&P Article 1.4 - Bulletin 07-00-89-037)
Forum - 09/28/2017
If you're referring to recall 17199, this is in the recall. Service Procedure Important: The removed airbag must be properly deployed and disposed of or recycled after it is removed from the vehicle. THE REMOVED AIRBAG MUST NOT BE SOLD...
CONSEQUENTIAL DAMAGE THAT RESULTS IN ASSEMBLY REPLACEMENT - 09/28/2017
... ONE DOES) AND IT DOES NOT HAVE TO BE APPROVED BY THE SERV MANAGER. CLAIM REJECTED SAYING WSC WANTS SERVICE MANAGER DETAIL OF WHICH PUNCHES ARE OLH. I'M LOST. IS THERE A DOCUMENT OUT THERE THAT ADRESSES THIS? ...
Forum - 10/24/2017
I don't have one in front of me, but I'm pretty sure the ones that I've gotten from my Service Manager HAVE had the "range" on them... I have another question regarding this, do we need a PET for something like an oil change that the appointment for the...
Forum - 10/24/2017
... claim a $20 Administrative Allowance for all Customer Reimbursement transactions. Reference - Service P&P Manual Article 3.2.18....
Early Bird Drop Envelope requirements? - 12/06/2017
... not listed on the early bird envelope/drop-off form are considered add-ons and require appropriate Service Management authorization and separate on/off time documentation". The night drop envelopes that we have are NOT compliant to be used for...
Forum - 12/07/2017
... 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 properly. Customer...
Forum - 12/05/2017
... 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 returns. For part return requests, submit up to $25 in the Net/Admin...
Forum - 12/05/2017
The latest Required Authorizations Matrix may be found within Article 3.2.13 of the Service Policies & Procedures Manual - General Information. To best view the matrix click on the Download link under Attachments. On a side note: With the latest update...
Forum - 12/18/2017
Be sure to confirm that Business Unit: "GM-US" is selected from the drop down at the top of the Service Agent Profile (vs MIC). Also, what labor operation are you working with?
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 - 11/10/2017
Updated Instructions for Labor Code Submission of Emission Recall 17337 and Service Update 17419 Updated Date:Nov 09, 2017 15:40 ET Page Content GLOBAL SAFETY FIELD INVESTIGATIONS DCS4619 URGENT - DISTRIBUTE IMMEDIATELY Date: ...
EL-50313 GR8 Battery Tester Software Update - 11/16/2017
... release is available through GlobalConnect by clicking on Essential Tools-Software Updates on the Service Page.Use of outdated test equipment may result in chargeback of warranty transactions involving battery replacement.Refer to the Battery Testing...
Forum - 03/09/2018
... 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 the voucher states (or WSC requests) to...
Branded Title and DMA Authorization - 03/12/2018
... as the OEM part is present on the vehicle and is able tobe repaired or replaced per GM published service procedures. Failure must be due to adefect in material or workmanship of the OEM part and not a result of the condition whichbranded the title."I...
Forum - 03/05/2018
... for excess parts (depending on the number of flush/refills were necessary). On a side note, service management authorization is not required when submitting a closest to labor operation....
Forum - 03/22/2018
Hello ewill3rd! The service management authorization policy for straight time applies to those labor operations with ST listed as the base time in the LTG. There is no longer a policy for closest too ops.
Forum - 03/22/2018
... 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 or customer copy? ...
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 - 03/29/2018
Would you happen to know if this needs to be submitted with Policy Approval? I'm getting this -Error 802 : The number of days in service exceeds the vehicle warranty time limit.
Forum - 12/29/2017
... filling out drop envelopes, leaving notes or even emailing the dealership with their vehicle service requests. GM has expanded their policy on acceptable alternate forms of customer authorization to accommodate these scenarios....
Incomplete Vehicle - 12/29/2017
... I found information on them in the P&P but am still in the dark on the process the Service Agent is supposed to follow. Are we supposed to do something so that GM knows that we have installed a flat bed on an incomplete vehicle? ...
Forum - 01/02/2018
The Recall Vehicle Action Report: CAM-02 is available within the General Information section of Service Forms. Complete the Owner Unwilling/Unable to Bring in Vehicle section of the form. Keep in mind that "this will not close the recall in IVH - GM is...
Warning 069 - 01/11/2018
... noticed a claim was underpaid so I went on GWM to see why. I got the labor operation and went into Service Information to confirm that all the labor was correct and found that the base was being underpaid by .4hrs. I went and adjusted the transaction...
Central Transport not Picking Up - 02/02/2018
So I've been sick for a few days and have just came back to work today when my Service Manager informed me that the engine we have for a WPC Request is still sitting waiting to be picked up. We had put in our request over a week ago, however, I guess...
Forum - 01/23/2018
Service manager should have gotten pre-approval of the OVN from the DMA depending on the reason and circumstances prior to ordering it. Then they would have had the pre-auth. The 3 day rental is allowed if the vehicle was diagnosed and down for the three ...
Forum - 01/25/2018
... Warranty tab for either a 12 or 24 month period, in addition to the monthly statistic within Service Agent Metrics. I am not aware of a specific GWM report providing statistics on the total days a job card is open - although in a review...
Forum - 11/28/2018
... coached me for the simple stuff and I got to where I could submit anything. I went back to writing service at another dealer, then went to dispatch, then our Warranty Admin quit and she spent 1 month with me showing me how to do a lot of the accounting...
Forum - 11/30/2018
Thanks ewill3rd for sharing how your dealership handles a shuttle service & providing the web address for our shuttle stamp! Courtesy Transportation Bulletin 07-00-89-037 supports, as mentioned by ewill3rd, documentation includes recording on...
Forum - 10/18/2018
... it is determined that a complete engine or transmission assembly must be replaced, all service agents are required to complete the Cost Comparison Worksheet, attach it to the job card and retain it in the vehicle history folder. (P&P Article 2.1...
Forum - 10/15/2018
... 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 internally. ...
Forum - 09/12/2018
Candy: Were the tire(s) replaced? If so, did you submit the transaction with GM Pre-Repair Authorization? If that is the case, select Service Agent Self Authorization with OLH selected.
Forum - 03/12/2019
... no OLH with CCND. P&P Article 2.4: 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 submission is not allowed....
The latest Required Authorizations Matrix may be found within Article 3.2.13 of the Service Policies & Procedures Manual - General Information. To best view the matrix click on the Download link under Attachments. On a side note: With the latest update...
Forum - 12/18/2017
Be sure to confirm that Business Unit: "GM-US" is selected from the drop down at the top of the Service Agent Profile (vs MIC). Also, what labor operation are you working with?
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 - 11/10/2017
Updated Instructions for Labor Code Submission of Emission Recall 17337 and Service Update 17419 Updated Date:Nov 09, 2017 15:40 ET Page Content GLOBAL SAFETY FIELD INVESTIGATIONS DCS4619 URGENT - DISTRIBUTE IMMEDIATELY Date: ...
EL-50313 GR8 Battery Tester Software Update - 11/16/2017
... release is available through GlobalConnect by clicking on Essential Tools-Software Updates on the Service Page.Use of outdated test equipment may result in chargeback of warranty transactions involving battery replacement.Refer to the Battery Testing...
Forum - 03/09/2018
... 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 the voucher states (or WSC requests) to...
Branded Title and DMA Authorization - 03/12/2018
... as the OEM part is present on the vehicle and is able tobe repaired or replaced per GM published service procedures. Failure must be due to adefect in material or workmanship of the OEM part and not a result of the condition whichbranded the title."I...
Forum - 03/05/2018
... for excess parts (depending on the number of flush/refills were necessary). On a side note, service management authorization is not required when submitting a closest to labor operation....
Forum - 03/22/2018
Hello ewill3rd! The service management authorization policy for straight time applies to those labor operations with ST listed as the base time in the LTG. There is no longer a policy for closest too ops.
Forum - 03/22/2018
... 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 or customer copy? ...
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 - 03/29/2018
Would you happen to know if this needs to be submitted with Policy Approval? I'm getting this -Error 802 : The number of days in service exceeds the vehicle warranty time limit.
Forum - 12/29/2017
... filling out drop envelopes, leaving notes or even emailing the dealership with their vehicle service requests. GM has expanded their policy on acceptable alternate forms of customer authorization to accommodate these scenarios....
Incomplete Vehicle - 12/29/2017
... I found information on them in the P&P but am still in the dark on the process the Service Agent is supposed to follow. Are we supposed to do something so that GM knows that we have installed a flat bed on an incomplete vehicle? ...
Forum - 01/02/2018
The Recall Vehicle Action Report: CAM-02 is available within the General Information section of Service Forms. Complete the Owner Unwilling/Unable to Bring in Vehicle section of the form. Keep in mind that "this will not close the recall in IVH - GM is...
Warning 069 - 01/11/2018
... noticed a claim was underpaid so I went on GWM to see why. I got the labor operation and went into Service Information to confirm that all the labor was correct and found that the base was being underpaid by .4hrs. I went and adjusted the transaction...
Central Transport not Picking Up - 02/02/2018
So I've been sick for a few days and have just came back to work today when my Service Manager informed me that the engine we have for a WPC Request is still sitting waiting to be picked up. We had put in our request over a week ago, however, I guess...
Forum - 01/23/2018
Service manager should have gotten pre-approval of the OVN from the DMA depending on the reason and circumstances prior to ordering it. Then they would have had the pre-auth. The 3 day rental is allowed if the vehicle was diagnosed and down for the three ...
Forum - 01/25/2018
... Warranty tab for either a 12 or 24 month period, in addition to the monthly statistic within Service Agent Metrics. I am not aware of a specific GWM report providing statistics on the total days a job card is open - although in a review...
Forum - 11/28/2018
... coached me for the simple stuff and I got to where I could submit anything. I went back to writing service at another dealer, then went to dispatch, then our Warranty Admin quit and she spent 1 month with me showing me how to do a lot of the accounting...
Forum - 11/30/2018
Thanks ewill3rd for sharing how your dealership handles a shuttle service & providing the web address for our shuttle stamp! Courtesy Transportation Bulletin 07-00-89-037 supports, as mentioned by ewill3rd, documentation includes recording on...
Forum - 10/18/2018
... it is determined that a complete engine or transmission assembly must be replaced, all service agents are required to complete the Cost Comparison Worksheet, attach it to the job card and retain it in the vehicle history folder. (P&P Article 2.1...
Forum - 10/15/2018
... 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 internally. ...
Forum - 09/12/2018
Candy: Were the tire(s) replaced? If so, did you submit the transaction with GM Pre-Repair Authorization? If that is the case, select Service Agent Self Authorization with OLH selected.
Forum - 03/12/2019
... no OLH with CCND. P&P Article 2.4: 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 submission is not allowed....
N192212090 - 03/14/2019
So this new recall tells you to use some wax that will service 150 vehicles.Under the billing section it has this:Labor OperationDescriptionLabor TimeTrans. TypeNet Item9104331Install Corrosion Preventative Material0.7ZFATN/A9104332Replace Rear BumperADD:...
Forum - 02/20/2019
... times, then it's an automatic no. If I'm iffy about their comments, I'll check with the Service Manager. ...
Forum - 02/22/2019
... - The second job card with the same labor op code is called a Repeat Repair. The service manager must authorize the repeat repair prior to job being performed, sign, date, time stamp, and explain the reason the repair is being performed a second...
Forum - 01/28/2019
... we replaced a part. It failed before leaving and took out another part. Understand service manager approval required for both new parts but what about tech punch time?...
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 - 12/21/2018
... charged out in the parts section, but the cost per unit needs to be changed since 1 whole gallon services 2 vehicles. I have tried to go to my parts department to get this straight within their system on not just this but other claims that use a portion...
Forum - 12/06/2018
... allowance may only be claimed only when the repairs are completed at a sublet location and the Service Agent provided for the movement of the vehicle to and from that location....
Forum - 05/21/2018
Information on the Extended Protection Program may be found in Service P&P - Warranty Policy Information - Article 1.2.6. AMT Corporation is the program administrator. They can be reached at 1.877.265.1072 for questions or claim assistance.
Forum - 05/21/2018
This has happened to us, if a job went missing (which is rare) our service manager writes an explanation of the circumstance with his signature, date and time on the reprint. What else can you do really? I had one that was drenched in some...
Forum - 05/11/2018
... told me to H-route with an explanation. When I submitted, it rejected for being within Service Agent limits. Ultimately, we did have to submit with policy decision approval. We rarely use the special goodwill labor operations. ...
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 - 05/01/2018
... lift gate support struts after the reprogramming has been performed. Refer to the note in the Service Procedure section of the recall bulletin for details....
TEAR DOWN OF TRANS TO CAUSAL - 05/08/2018
... DOWN THE TRANS TO CAUSAL WOULD BE OLH AS EXTRA DIAG. AM I WRONG IN THINKING OF IT THAT WAY? MY SERVICE MANAGER SAYS THAT DOESN'T COUNT AS OLH FOR EXTRA DIAG, THAT SHE WOULD SAY IT'S PART OF THE REPAIR....
Forum - 04/18/2018
... diagnostic steps were performed? Were any bulletins followed? After review with the service manager and technician, the claim was submitted as a one line transaction, with no diagnostic time, and no OLH (no support for diagnostic...
Forum - 04/25/2018
... where the recall was performed with comments indicating why only one key was provided at time of service, for reimbursement of the key only....
Forum - 04/25/2018
... Once they hit the 3rd day and know they're going into the 4th day they can go over it with the service manager so he can do a pre-approval if needed. Please let me know if you try using it, and if you have success with it and how they go about...
Forum - 04/26/2018
... parts warranty battery. Per aricle 2.8.7 in P&P Customer Purchased an ACDelco Battery The GM Service Agent is not to submit a warranty transaction for the battery to GWM. The battery is not to be claimed as a policy adjustment. All batteries claimed...
Forum - 05/01/2018
... that means they are going to pay us for one gallon even though the recall states one gallon will service two vehicles. The response was "This is being pais as per gallon. Quantity field only accepts whole numbers." Not really an answer, but if they want...
Date Discrepancy - 07/16/2018
Hi,We have a claim that rejected for Error 802: The number of days in service exceeds the vehicle warranty time limit. The repair was a sublet repair. For some reason the repair order was opened after the sublet repair was made. The...
Forum - 07/20/2018
Thanks for the response kimf8780! After conversation with the body shop and service manager, the warranty administrator submitted each panel individually with OLH for the opposite side. Due to the expense associated with the claim, it was submitted...
What Would You Do - 08/18 - 07/23/2018
A 2014 Chevrolet Silverado was brought into the service department with a misfire, check engine light, and the vehicle was also shutting itself down. The technician verified the concern and found DTC P1290: fuel pump driver control.TAC advised replacement...
Forum - 06/13/2018
When it is determined that a complete engine or transmission assembly must be replaced, all service agents are required to complete the Cost Comparison Worksheet, attach it to the job card and retain it in the vehicle history folder. P&P Article 2.16 Transfer...
Forum - 08/01/2018
The plan start date is listed within the Applicable Warranties section of IVH. With your VIN, for example: The plan start date is 1/30/2017. (CPO vehicles delivered after 3/15/2016 received two service events within 2 years or 24,000 miles.)
What Would You Do? - 07/22 - 06/20/2022
The owner of a 2021 Chevrolet Silverado took their vehicle to the service department for a routine LOF/tire rotation and also to have an open field action performed.The field action required the installation of a component, that after installation was...
Forum - 07/06/2022
This is addressed in the June 2022 Service Ops Sentinel. At least here it isn't contradictory. So far, all of our techs have used the RPT. I'm not sure how to confirm it though. I can't find a record in CSMT.
So this new recall tells you to use some wax that will service 150 vehicles.Under the billing section it has this:Labor OperationDescriptionLabor TimeTrans. TypeNet Item9104331Install Corrosion Preventative Material0.7ZFATN/A9104332Replace Rear BumperADD:...
Forum - 02/20/2019
... times, then it's an automatic no. If I'm iffy about their comments, I'll check with the Service Manager. ...
Forum - 02/22/2019
... - The second job card with the same labor op code is called a Repeat Repair. The service manager must authorize the repeat repair prior to job being performed, sign, date, time stamp, and explain the reason the repair is being performed a second...
Forum - 01/28/2019
... we replaced a part. It failed before leaving and took out another part. Understand service manager approval required for both new parts but what about tech punch time?...
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 - 12/21/2018
... charged out in the parts section, but the cost per unit needs to be changed since 1 whole gallon services 2 vehicles. I have tried to go to my parts department to get this straight within their system on not just this but other claims that use a portion...
Forum - 12/06/2018
... allowance may only be claimed only when the repairs are completed at a sublet location and the Service Agent provided for the movement of the vehicle to and from that location....
Forum - 05/21/2018
Information on the Extended Protection Program may be found in Service P&P - Warranty Policy Information - Article 1.2.6. AMT Corporation is the program administrator. They can be reached at 1.877.265.1072 for questions or claim assistance.
Forum - 05/21/2018
This has happened to us, if a job went missing (which is rare) our service manager writes an explanation of the circumstance with his signature, date and time on the reprint. What else can you do really? I had one that was drenched in some...
Forum - 05/11/2018
... told me to H-route with an explanation. When I submitted, it rejected for being within Service Agent limits. Ultimately, we did have to submit with policy decision approval. We rarely use the special goodwill labor operations. ...
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 - 05/01/2018
... lift gate support struts after the reprogramming has been performed. Refer to the note in the Service Procedure section of the recall bulletin for details....
TEAR DOWN OF TRANS TO CAUSAL - 05/08/2018
... DOWN THE TRANS TO CAUSAL WOULD BE OLH AS EXTRA DIAG. AM I WRONG IN THINKING OF IT THAT WAY? MY SERVICE MANAGER SAYS THAT DOESN'T COUNT AS OLH FOR EXTRA DIAG, THAT SHE WOULD SAY IT'S PART OF THE REPAIR....
Forum - 04/18/2018
... diagnostic steps were performed? Were any bulletins followed? After review with the service manager and technician, the claim was submitted as a one line transaction, with no diagnostic time, and no OLH (no support for diagnostic...
Forum - 04/25/2018
... where the recall was performed with comments indicating why only one key was provided at time of service, for reimbursement of the key only....
Forum - 04/25/2018
... Once they hit the 3rd day and know they're going into the 4th day they can go over it with the service manager so he can do a pre-approval if needed. Please let me know if you try using it, and if you have success with it and how they go about...
Forum - 04/26/2018
... parts warranty battery. Per aricle 2.8.7 in P&P Customer Purchased an ACDelco Battery The GM Service Agent is not to submit a warranty transaction for the battery to GWM. The battery is not to be claimed as a policy adjustment. All batteries claimed...
Forum - 05/01/2018
... that means they are going to pay us for one gallon even though the recall states one gallon will service two vehicles. The response was "This is being pais as per gallon. Quantity field only accepts whole numbers." Not really an answer, but if they want...
Date Discrepancy - 07/16/2018
Hi,We have a claim that rejected for Error 802: The number of days in service exceeds the vehicle warranty time limit. The repair was a sublet repair. For some reason the repair order was opened after the sublet repair was made. The...
Forum - 07/20/2018
Thanks for the response kimf8780! After conversation with the body shop and service manager, the warranty administrator submitted each panel individually with OLH for the opposite side. Due to the expense associated with the claim, it was submitted...
What Would You Do - 08/18 - 07/23/2018
A 2014 Chevrolet Silverado was brought into the service department with a misfire, check engine light, and the vehicle was also shutting itself down. The technician verified the concern and found DTC P1290: fuel pump driver control.TAC advised replacement...
Forum - 06/13/2018
When it is determined that a complete engine or transmission assembly must be replaced, all service agents are required to complete the Cost Comparison Worksheet, attach it to the job card and retain it in the vehicle history folder. P&P Article 2.16 Transfer...
Forum - 08/01/2018
The plan start date is listed within the Applicable Warranties section of IVH. With your VIN, for example: The plan start date is 1/30/2017. (CPO vehicles delivered after 3/15/2016 received two service events within 2 years or 24,000 miles.)
What Would You Do? - 07/22 - 06/20/2022
The owner of a 2021 Chevrolet Silverado took their vehicle to the service department for a routine LOF/tire rotation and also to have an open field action performed.The field action required the installation of a component, that after installation was...
Forum - 07/06/2022
This is addressed in the June 2022 Service Ops Sentinel. At least here it isn't contradictory. So far, all of our techs have used the RPT. I'm not sure how to confirm it though. I can't find a record in CSMT.
Forum - 11/15/2022
... To fix this you would simply identify what the correct odometer would have been at the time of service and correct it on your submission. A mileage error occurs when you submit a claim later with the correct mileage when a previous invoice was submitted...
What Would You Do? - 11/22 - 10/28/2022
The owner of a 2022 Chevrolet Silverado visited the service department to have a loose feeling in the front end of the truck addressed. The technician diagnosed a failure with both front upper ball joints.To correct the condition both of the upper a-arms...
Forum - 11/01/2022
Can you give us a for instance? In CDK you cannot delete lines but you can overtype them with something like no service performed or line entered in error. You can delete a sub line, like it lets you add an operation (or multiples) to a single line and...
Battery replacements on vehicles with less than 250 miles - 10/18/2022
... i could not find the restriction on replacing batteries <250 miles. I finally went to the Service P&P,,Transportation / vehicle storage,,,,page 38 there it is...all highlighted so the auditor can say " see how come you didnt know this??"Batteries...
Forum - 08/30/2022
... reason the tech is requesting any OLH. Tech is required to put that reason in the story. The Service MGR. still needs to sign the hard copy for any OLH or Straight time over 2hrs. I hope this helps....
Forum - 07/26/2022
Kristen, My main issue is that GM only indicated that they were changing the first service pricing but I am happy that they are changing CPO pricing as well. As I re-read that GCUS message I see they didn't specify an operation code so it does occur...
Forum - 01/26/2023
I had one 2 days ago reject 903 and I started to get mad then I realized the advisor used a GMC opcode for a Buick service and it was legit. Problem is it happened so many times over the last few days I was hesitant to even check to see if WE were the...
Forum - 02/07/2023
... it was available in the catalog but when we contacted TAC they indicated that we should have serviced the assembly. Full debit on the motor, as stated it would require an R with an explanation that the prior claim was debited and the tech should receive...
Forum - 12/02/2022
... side that is great break down and put into really good aspect! I have used it to show the Service Manager and Adivsors exactly how it is broken down. EmissionsDocResource_2022.pdf ...
Debited Transactions - 03/20/2023
... process of how to fight a transaction debit/chargeback but that is only if I am notified by the service manager or DVM of the concern. If I could see notes on why a claim was charged back, I believe it will help me prevent small mistakes in the futu...
SAVI (Dongle scan) - 03/28/2023
I just got a text from my service director (he is at a chevy meeting) they said that lets say a vehicle comes in and cannot be scanned... towed... dead battery...whatever.. they said that the vehicle MUST be scanned the same day the RO is written... Lets...
Forum - 04/11/2023
Define what you mean by "reman" because all transmissions are remanufactured unless it is a brand new model and no service parts are available. Do you mean an aftermarket reman or...?
Forum - 04/04/2023
If it says "service manager signature" I make them sign it. I am not sure if there is any elimination for that specifically.
Forum - 04/04/2023
My understanding is that the system will do a check to see if a SAVI plug was done while in for service and reject if it was not. I would imagine that we will all be seeing whatever happens quite soon. I think it does a check when you transmit like it...
Forum - 05/01/2023
... 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 of the coding is pretty much the same. You need to...
WARRANTY REPLACEMENT PART FAILED AFTER BUMPER-TO BUMPER EXPIRED - 05/25/2023
... 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 would have been covered for the remaining bumper -to-bumper,...
When a vehicle becomes re-certified - 06/12/2023
... system does not recognize when a vehicle is recertified as CPO. You will either need to policy the service or H:Route Here's my thought and it could be way off, but if a vehicle is recert why should the dealer be penalized for it? Why should we...
Forum - 12/27/2023
... not supposed to handle them, but it better than leaving items not being collected. I know that my service managers will step in and help me get the information I need. ...
Forum - 01/30/2024
Sorry I found my own answer we do have PCC auth. 36 months/100,000 miles (parts). Labor included when repaired by a GM Dealer, or repaired by the installing Independent Service Center (ISC) with PCC authorization.
Forum - 12/01/2023
On the Global warranty screen, analyze warranty, then click to service agent profile. It is listed on the top for us. Code G
Forum - 10/20/2023
The SASR and Comparative Analytics Training Module provides helpful information on the Service Agent Self Review Process, including how Comparative Analytics drives the SASR Process. A PDF of the training module is available within the Warranty Resource...
Forum - 08/07/2023
No, and what is on a vehicle really varies. My suggestion is look for items that say "bulb" and google the part number real quickly. Most LED's are serviced as part of an assembly and should be listed as "lamp".
Forum - 02/14/2024
... is responsible for the reasonableness of the request. ST more than 2 hours must be authorized by service management prior to the first transaction submission. The Vehicle Identification Number (VIN) Information App in GlobalConnect provides helpful VIN...
Forum - 03/11/2024
... closed, there is a a form you can submit by email. Go to the App Center, look for Service Forms then to General Information. Field Action Status Change Form CAM 03 You fill in the the information and send it in with copy of the repair order...
Forum - 03/22/2024
Service manager signs the job card as a stock unit, and they sign an approval for each line added with an explanation just as if it were a regular add line. Just to share this, with our SAVI process and the way we write up used and new vehicles we have ...
... To fix this you would simply identify what the correct odometer would have been at the time of service and correct it on your submission. A mileage error occurs when you submit a claim later with the correct mileage when a previous invoice was submitted...
What Would You Do? - 11/22 - 10/28/2022
The owner of a 2022 Chevrolet Silverado visited the service department to have a loose feeling in the front end of the truck addressed. The technician diagnosed a failure with both front upper ball joints.To correct the condition both of the upper a-arms...
Forum - 11/01/2022
Can you give us a for instance? In CDK you cannot delete lines but you can overtype them with something like no service performed or line entered in error. You can delete a sub line, like it lets you add an operation (or multiples) to a single line and...
Battery replacements on vehicles with less than 250 miles - 10/18/2022
... i could not find the restriction on replacing batteries <250 miles. I finally went to the Service P&P,,Transportation / vehicle storage,,,,page 38 there it is...all highlighted so the auditor can say " see how come you didnt know this??"Batteries...
Forum - 08/30/2022
... reason the tech is requesting any OLH. Tech is required to put that reason in the story. The Service MGR. still needs to sign the hard copy for any OLH or Straight time over 2hrs. I hope this helps....
Forum - 07/26/2022
Kristen, My main issue is that GM only indicated that they were changing the first service pricing but I am happy that they are changing CPO pricing as well. As I re-read that GCUS message I see they didn't specify an operation code so it does occur...
Forum - 01/26/2023
I had one 2 days ago reject 903 and I started to get mad then I realized the advisor used a GMC opcode for a Buick service and it was legit. Problem is it happened so many times over the last few days I was hesitant to even check to see if WE were the...
Forum - 02/07/2023
... it was available in the catalog but when we contacted TAC they indicated that we should have serviced the assembly. Full debit on the motor, as stated it would require an R with an explanation that the prior claim was debited and the tech should receive...
Forum - 12/02/2022
... side that is great break down and put into really good aspect! I have used it to show the Service Manager and Adivsors exactly how it is broken down. EmissionsDocResource_2022.pdf ...
Debited Transactions - 03/20/2023
... process of how to fight a transaction debit/chargeback but that is only if I am notified by the service manager or DVM of the concern. If I could see notes on why a claim was charged back, I believe it will help me prevent small mistakes in the futu...
SAVI (Dongle scan) - 03/28/2023
I just got a text from my service director (he is at a chevy meeting) they said that lets say a vehicle comes in and cannot be scanned... towed... dead battery...whatever.. they said that the vehicle MUST be scanned the same day the RO is written... Lets...
Forum - 04/11/2023
Define what you mean by "reman" because all transmissions are remanufactured unless it is a brand new model and no service parts are available. Do you mean an aftermarket reman or...?
Forum - 04/04/2023
If it says "service manager signature" I make them sign it. I am not sure if there is any elimination for that specifically.
Forum - 04/04/2023
My understanding is that the system will do a check to see if a SAVI plug was done while in for service and reject if it was not. I would imagine that we will all be seeing whatever happens quite soon. I think it does a check when you transmit like it...
Forum - 05/01/2023
... 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 of the coding is pretty much the same. You need to...
WARRANTY REPLACEMENT PART FAILED AFTER BUMPER-TO BUMPER EXPIRED - 05/25/2023
... 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 would have been covered for the remaining bumper -to-bumper,...
When a vehicle becomes re-certified - 06/12/2023
... system does not recognize when a vehicle is recertified as CPO. You will either need to policy the service or H:Route Here's my thought and it could be way off, but if a vehicle is recert why should the dealer be penalized for it? Why should we...
Forum - 12/27/2023
... not supposed to handle them, but it better than leaving items not being collected. I know that my service managers will step in and help me get the information I need. ...
Forum - 01/30/2024
Sorry I found my own answer we do have PCC auth. 36 months/100,000 miles (parts). Labor included when repaired by a GM Dealer, or repaired by the installing Independent Service Center (ISC) with PCC authorization.
Forum - 12/01/2023
On the Global warranty screen, analyze warranty, then click to service agent profile. It is listed on the top for us. Code G
Forum - 10/20/2023
The SASR and Comparative Analytics Training Module provides helpful information on the Service Agent Self Review Process, including how Comparative Analytics drives the SASR Process. A PDF of the training module is available within the Warranty Resource...
Forum - 08/07/2023
No, and what is on a vehicle really varies. My suggestion is look for items that say "bulb" and google the part number real quickly. Most LED's are serviced as part of an assembly and should be listed as "lamp".
Forum - 02/14/2024
... is responsible for the reasonableness of the request. ST more than 2 hours must be authorized by service management prior to the first transaction submission. The Vehicle Identification Number (VIN) Information App in GlobalConnect provides helpful VIN...
Forum - 03/11/2024
... closed, there is a a form you can submit by email. Go to the App Center, look for Service Forms then to General Information. Field Action Status Change Form CAM 03 You fill in the the information and send it in with copy of the repair order...
Forum - 03/22/2024
Service manager signs the job card as a stock unit, and they sign an approval for each line added with an explanation just as if it were a regular add line. Just to share this, with our SAVI process and the way we write up used and new vehicles we have ...
Forum - 08/15/2023
... Contact the specified carrier to arrange for pick-up of the removed engine. If lift gate service is necessary, please request it at the time of arranging pick-up service. 4. Have the driver sign the bill of lading. Retain a copy of the signed bill...
Warranty Administrator responsibilities - 12/12/2023
... some hurdles. For example: My warranty admin works 7:30 - 4 monday through Friday. Our service department is open 7:30 - 8 pm m-f, 7:30 - 2 pm Saturdays. Obviously there are gaps when he's not here, how would I habdle those warranty...
Forum - 12/12/2023
... hard copies they can write the labor operations and the pay time they expect to be flagged. The service advisor is then responsible to verify accuracy and that there is a tech story and time punches, out miles, etc on the ticket. That goes to the Warranty...
What Would You Do? - 01/24 - 12/27/2023
... of 4. The claim was submitted with GM Authorization for review after rejecting with error 021 Service Agent exceeded the allowed amount for ZPTI transaction type. The claim rejected after review due to the cleaner. How should the warranty...
Forum - 01/30/2024
Glad you found your answer! A good resource is the GM Service Replacement Parts and Accessories Warranty Quick Reference Chart. The chart provides coverage detail for both dealer installed and sold OTC. (Parts Policies & Procedures Manual, Article...
Forum - 02/02/2024
your base time, olh and parts exceed the labor op. check that your times are right, and in the right spot. service manager will have to explain and sign off on excessive parts when you get reject codes, you can research further details of...
Forum - 02/06/2024
... after 10 minutes, reference document ID# 5079772. The dealership also ought not have called a 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...
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.
What Would You Do? - 02/24 - 01/29/2024
... review.The claim rejected due to Repair Completion Date is not within the Technician Active Dates, Service Agent exceeded the allowed amount for ZPTI transaction type, and dongle vehicle data is required for this transaction and not received.Additionally,...
Forum - 01/10/2024
Here is where it was published in the news letter 2/2019 Authorization Updates Service management authorization requirements have been updated, eff ective with job cards dated on or after January 15, 2019, unless otherwise previously announced. The updates...
Forum - 06/15/2023
... number handy and off the top of my head I'm not sure which but the techs are not following the service procedures, they read the opcodes, program a few modules and back it out, usually without checking to see if the thing even works. I bet if you sit...
Forum - 06/27/2023
... issues but we are on CDK. I will say that over the last few weeks GM has really been messing with service information and global warranty causing me all sorts of issues I don't ever have to deal with. Last week I had it reducing times automatically for...
Forum - 06/01/2023
Scanning every vehicle that comes into the service drive will help prevent missing any vehicles for which a dongle device scan is needed. The dongle scan is required on every warranty transaction with few exceptions. The exception process allows for resubmission...
Forum - 08/02/2023
Not pyramid for sure, I am seeing on the Service Agent Detail screen in the second box right above where you can download the report this: Add On Repairs % Apr-Jun 2023-07-27 I want to pull the report to show what makes this up.
Forum - 08/01/2023
... the build and maybe we didn't get the correct print... Any way I look at this it is a mess. My service manager is not happy with my $0 ZSET option so he is going to contact our GM rep. I'll let you know how that goes....
Forum - 04/07/2023
Go to global warranty management, click on Analyze Warranty, View service agent profile, then you should be on the empowerment tab. Look through the list for code E - if you have mulitples check the dates until you see the newest one, the current ones...
Forum - 04/27/2023
... and are not eligible for OLH unless the extenuating circumstance is documented and approved by service management. ...
Forum - 03/23/2023
ZPTI transaction types are not eligible for parts expedite per P&P 5.14 "Service Agent-owned vehicles, and parts and accessories replaced under part warranties (ZPTI / ZPTC), are not eligible for parts expediting." The Admin needs to remove the expedite...
Forum - 03/13/2023
... The tech is not due additional time and in addition you will have a hard time getting OLH on a service bulletin by GM warranty support unless the tech found shorts in the wiring and punched times to isolate and repair each short. I find a lot of techs...
Forum - 12/08/2022
... use so it isn't your actual failed part but something that had to be done during the upper pan service....
Forum - 02/03/2023
... my body shop because they want to do things the way their estimate guides dictate and not the way service information does. Don't let them think they have carte blanche, that is usually where the problem starts. They should not need to detrim and blend...
Forum - 01/05/2023
... I think the system will just check your SAVI dashboard to make sure the car was plugged during the service visit. They also postponed the rollout but I am not sure of the date. ...
Forum - 01/10/2023
On an LV3 It is part of the water inlet. 4032710 is the opcode. Service procedure is outlined in document # 5548955 Most of the newer engines seem to include the thermostat as part of some type of "housing". I did notice when using your the warranty job...
Forum - 07/07/2022
... the repairs were done in July due to waiting for parts. So since the customer didn't get all their service completed until July 7th is my completion date for the recall also 7/7/22 or is it okay to use the 5/23 date when it was done? I've also had this...
Forum - 07/14/2022
What is your last 8? The free service LOPs will reject as a repeat repair if they have all been used. If this is one of the programs like CHEVPP maintenance that is not administered through global, they have their own website. If you give us your VIN...
... Contact the specified carrier to arrange for pick-up of the removed engine. If lift gate service is necessary, please request it at the time of arranging pick-up service. 4. Have the driver sign the bill of lading. Retain a copy of the signed bill...
Warranty Administrator responsibilities - 12/12/2023
... some hurdles. For example: My warranty admin works 7:30 - 4 monday through Friday. Our service department is open 7:30 - 8 pm m-f, 7:30 - 2 pm Saturdays. Obviously there are gaps when he's not here, how would I habdle those warranty...
Forum - 12/12/2023
... hard copies they can write the labor operations and the pay time they expect to be flagged. The service advisor is then responsible to verify accuracy and that there is a tech story and time punches, out miles, etc on the ticket. That goes to the Warranty...
What Would You Do? - 01/24 - 12/27/2023
... of 4. The claim was submitted with GM Authorization for review after rejecting with error 021 Service Agent exceeded the allowed amount for ZPTI transaction type. The claim rejected after review due to the cleaner. How should the warranty...
Forum - 01/30/2024
Glad you found your answer! A good resource is the GM Service Replacement Parts and Accessories Warranty Quick Reference Chart. The chart provides coverage detail for both dealer installed and sold OTC. (Parts Policies & Procedures Manual, Article...
Forum - 02/02/2024
your base time, olh and parts exceed the labor op. check that your times are right, and in the right spot. service manager will have to explain and sign off on excessive parts when you get reject codes, you can research further details of...
Forum - 02/06/2024
... after 10 minutes, reference document ID# 5079772. The dealership also ought not have called a 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...
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.
What Would You Do? - 02/24 - 01/29/2024
... review.The claim rejected due to Repair Completion Date is not within the Technician Active Dates, Service Agent exceeded the allowed amount for ZPTI transaction type, and dongle vehicle data is required for this transaction and not received.Additionally,...
Forum - 01/10/2024
Here is where it was published in the news letter 2/2019 Authorization Updates Service management authorization requirements have been updated, eff ective with job cards dated on or after January 15, 2019, unless otherwise previously announced. The updates...
Forum - 06/15/2023
... number handy and off the top of my head I'm not sure which but the techs are not following the service procedures, they read the opcodes, program a few modules and back it out, usually without checking to see if the thing even works. I bet if you sit...
Forum - 06/27/2023
... issues but we are on CDK. I will say that over the last few weeks GM has really been messing with service information and global warranty causing me all sorts of issues I don't ever have to deal with. Last week I had it reducing times automatically for...
Forum - 06/01/2023
Scanning every vehicle that comes into the service drive will help prevent missing any vehicles for which a dongle device scan is needed. The dongle scan is required on every warranty transaction with few exceptions. The exception process allows for resubmission...
Forum - 08/02/2023
Not pyramid for sure, I am seeing on the Service Agent Detail screen in the second box right above where you can download the report this: Add On Repairs % Apr-Jun 2023-07-27 I want to pull the report to show what makes this up.
Forum - 08/01/2023
... the build and maybe we didn't get the correct print... Any way I look at this it is a mess. My service manager is not happy with my $0 ZSET option so he is going to contact our GM rep. I'll let you know how that goes....
Forum - 04/07/2023
Go to global warranty management, click on Analyze Warranty, View service agent profile, then you should be on the empowerment tab. Look through the list for code E - if you have mulitples check the dates until you see the newest one, the current ones...
Forum - 04/27/2023
... and are not eligible for OLH unless the extenuating circumstance is documented and approved by service management. ...
Forum - 03/23/2023
ZPTI transaction types are not eligible for parts expedite per P&P 5.14 "Service Agent-owned vehicles, and parts and accessories replaced under part warranties (ZPTI / ZPTC), are not eligible for parts expediting." The Admin needs to remove the expedite...
Forum - 03/13/2023
... The tech is not due additional time and in addition you will have a hard time getting OLH on a service bulletin by GM warranty support unless the tech found shorts in the wiring and punched times to isolate and repair each short. I find a lot of techs...
Forum - 12/08/2022
... use so it isn't your actual failed part but something that had to be done during the upper pan service....
Forum - 02/03/2023
... my body shop because they want to do things the way their estimate guides dictate and not the way service information does. Don't let them think they have carte blanche, that is usually where the problem starts. They should not need to detrim and blend...
Forum - 01/05/2023
... I think the system will just check your SAVI dashboard to make sure the car was plugged during the service visit. They also postponed the rollout but I am not sure of the date. ...
Forum - 01/10/2023
On an LV3 It is part of the water inlet. 4032710 is the opcode. Service procedure is outlined in document # 5548955 Most of the newer engines seem to include the thermostat as part of some type of "housing". I did notice when using your the warranty job...
Forum - 07/07/2022
... the repairs were done in July due to waiting for parts. So since the customer didn't get all their service completed until July 7th is my completion date for the recall also 7/7/22 or is it okay to use the 5/23 date when it was done? I've also had this...
Forum - 07/14/2022
What is your last 8? The free service LOPs will reject as a repeat repair if they have all been used. If this is one of the programs like CHEVPP maintenance that is not administered through global, they have their own website. If you give us your VIN...
Forum - 07/26/2022
... are based on price tiers. So either GM is redoing the opcode structure to mirror the first free service pattern where it is based on make rather than price or these tables are completely wrong and about to cause a lot of headaches. Also, is anyone else...
Forum - 08/11/2022
... alignment time With the punch time of 0.8, that justifies OLH for the control arm replacement The service manager should update his OLH authorization for 0.8 related to the control arm replacement and resubmit with the 1.4 base plus supported alignment...
Forum - 10/20/2022
Go to "Service Forms" and look under General Information, down the screen is the "Field Action Status Change Form CAM_03" you can fill out and submit. I have not used this form, I did a few with the old process and the CAM02.
Forum - 10/06/2022
... above) must be captured as confirmation that the VIN of the transmitter key fob is the same as the service vehicle listed on the job card. The picture must be attached to any submitted warranty transaction for Labor Operation 6430280 Remote Control Door...
Forum - 06/27/2022
... rotor resurfacing/replacement. Both should be utilized.". For repairs like these, I also submit service manager repeat repair approval. Everytime I don't it gets rejected....
Forum - 06/13/2022
... install a non-GM component in order to access a failed GM part. I've searched the current P&P, Service Policy Manual, and any bulletin. It's not clearly stated. Example: Non-GM tonneau cover or a camper shell removed in order to replace a leaking...
Forum - 05/27/2022
... one and adjusted with trial and error. Admittedly there are some gaps for vehicles I don't usually service here....
Forum - 07/26/2018
Hi kturner! I might recommend viewing the Applicable Warranties section within Service Workbench. It provides the following info (CBG CPO Maintenance example): Coverage that is highlighted in green indicates valid coverage, including the end...
Forum - 08/08/2018
... forms are available within the Support section of GlobalConnect, and no longer found within Service Forms. The form can be completed online and saved for attachment with the warranty transaction. Dealers are instructed to update bookmarks and references...
Forum - 08/08/2018
... the transaction in GWM. Refer also to Bulletin 12-07-30-001 PQC Assembly Replacement Process - For Service Agents Not Required to Contact PQC Prior to Assembly Replacement....
Forum - 07/26/2018
... code. Go to the computer you used to program the vehicle with and open up TIS. Open up Service Programming System. Start SPS. Go to settings. Go to warranty claim code tab. The history of your programming sessions...
Simplifying Clocking Information - 07/20/2018
... repair order, GM will consider that as an added operation. Each added operation requires Service Management approval. · If OLH (other labor hours) are required, additional punching is required. ...
Forum - 05/01/2018
... of customer satisfaction. Dealers should submit a policy warranty transaction to cover this service. Depending on a dealer’s self-authorization or empowerment level, this ZREG transaction type may require wholesale authorization. However, since...
Forum - 05/01/2018
... of customer satisfaction. Dealers should submit a policy warranty transaction to cover this service. Depending on a dealer’s self-authorization or empowerment level, this ZREG transaction type may require wholesale authorization. However, since...
Forum - 05/01/2018
Add a line to the job card for the second cause of failure. The repeat repair authorization by service management is required prior to first transaction submission or at the time of first transaction rejection. Therefore, if it is not readily apparent...
Forum - 04/25/2018
... of a fluid leak and technician finds that there are actually two different leaks. Service management would review/authorize for repeat (pyramiding) repairs....
Reimbursing Customer for Rental Expense - 03/28/2018
... use will result in a credit reversal. Refer to the Dealer Empowerment section of the Service Policies and Procedures manual, Article 8.6.1 for Compliance." There is no Article 8.6.1 in the P&P. Does anyone know the proper way to...
Forum - 12/18/2018
... 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 Quick Reference Warranty...
Forum - 12/05/2018
Hi CarolRoyal, Here are a few resources that address Service Agent Analysis Summary Reports; including a Newsletter Article and an Online Training Video.
Forum - 12/05/2018
... maintenance 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...
Forum - 01/11/2019
... brake pad warranty the only line on the job card? Was the failure found during MPVI (or another service) on the same job card as the replacement or a different job card? Thanks for the additional information! ...
Forum - 01/10/2019
First off, the service writer should not have just blindly wrote a ticket with 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...
Forum - 03/14/2019
... free. Maybe I'm not reading your message correctly? Important: One can of Cavity Pro Wax will service approximately 150 vehicles. There is a limited supply of this product, order one can per dealer. This material will be shipped to the dealer f...
Special Cover N182188930 - No Customer Reimbursement - 02/13/2019
... any other rights granted by this Special Coverage to any third party, including but not limited to service contract providers, and this Special Coverage is not intended to and does not confer any third party beneficiary, subrogation or contribution rights,...
Forum - 01/18/2019
... Rate Options A and C. The article contains the list of exclusions which includes repairs/services that are maintenance related such as; oil changes, tires, wiper blades, filters, belts, etc. I am not aware of any documentation that supports...
... are based on price tiers. So either GM is redoing the opcode structure to mirror the first free service pattern where it is based on make rather than price or these tables are completely wrong and about to cause a lot of headaches. Also, is anyone else...
Forum - 08/11/2022
... alignment time With the punch time of 0.8, that justifies OLH for the control arm replacement The service manager should update his OLH authorization for 0.8 related to the control arm replacement and resubmit with the 1.4 base plus supported alignment...
Forum - 10/20/2022
Go to "Service Forms" and look under General Information, down the screen is the "Field Action Status Change Form CAM_03" you can fill out and submit. I have not used this form, I did a few with the old process and the CAM02.
Forum - 10/06/2022
... above) must be captured as confirmation that the VIN of the transmitter key fob is the same as the service vehicle listed on the job card. The picture must be attached to any submitted warranty transaction for Labor Operation 6430280 Remote Control Door...
Forum - 06/27/2022
... rotor resurfacing/replacement. Both should be utilized.". For repairs like these, I also submit service manager repeat repair approval. Everytime I don't it gets rejected....
Forum - 06/13/2022
... install a non-GM component in order to access a failed GM part. I've searched the current P&P, Service Policy Manual, and any bulletin. It's not clearly stated. Example: Non-GM tonneau cover or a camper shell removed in order to replace a leaking...
Forum - 05/27/2022
... one and adjusted with trial and error. Admittedly there are some gaps for vehicles I don't usually service here....
Forum - 07/26/2018
Hi kturner! I might recommend viewing the Applicable Warranties section within Service Workbench. It provides the following info (CBG CPO Maintenance example): Coverage that is highlighted in green indicates valid coverage, including the end...
Forum - 08/08/2018
... forms are available within the Support section of GlobalConnect, and no longer found within Service Forms. The form can be completed online and saved for attachment with the warranty transaction. Dealers are instructed to update bookmarks and references...
Forum - 08/08/2018
... the transaction in GWM. Refer also to Bulletin 12-07-30-001 PQC Assembly Replacement Process - For Service Agents Not Required to Contact PQC Prior to Assembly Replacement....
Forum - 07/26/2018
... code. Go to the computer you used to program the vehicle with and open up TIS. Open up Service Programming System. Start SPS. Go to settings. Go to warranty claim code tab. The history of your programming sessions...
Simplifying Clocking Information - 07/20/2018
... repair order, GM will consider that as an added operation. Each added operation requires Service Management approval. · If OLH (other labor hours) are required, additional punching is required. ...
Forum - 05/01/2018
... of customer satisfaction. Dealers should submit a policy warranty transaction to cover this service. Depending on a dealer’s self-authorization or empowerment level, this ZREG transaction type may require wholesale authorization. However, since...
Forum - 05/01/2018
... of customer satisfaction. Dealers should submit a policy warranty transaction to cover this service. Depending on a dealer’s self-authorization or empowerment level, this ZREG transaction type may require wholesale authorization. However, since...
Forum - 05/01/2018
Add a line to the job card for the second cause of failure. The repeat repair authorization by service management is required prior to first transaction submission or at the time of first transaction rejection. Therefore, if it is not readily apparent...
Forum - 04/25/2018
... of a fluid leak and technician finds that there are actually two different leaks. Service management would review/authorize for repeat (pyramiding) repairs....
Reimbursing Customer for Rental Expense - 03/28/2018
... use will result in a credit reversal. Refer to the Dealer Empowerment section of the Service Policies and Procedures manual, Article 8.6.1 for Compliance." There is no Article 8.6.1 in the P&P. Does anyone know the proper way to...
Forum - 12/18/2018
... 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 Quick Reference Warranty...
Forum - 12/05/2018
Hi CarolRoyal, Here are a few resources that address Service Agent Analysis Summary Reports; including a Newsletter Article and an Online Training Video.
Forum - 12/05/2018
... maintenance 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...
Forum - 01/11/2019
... brake pad warranty the only line on the job card? Was the failure found during MPVI (or another service) on the same job card as the replacement or a different job card? Thanks for the additional information! ...
Forum - 01/10/2019
First off, the service writer should not have just blindly wrote a ticket with 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...
Forum - 03/14/2019
... free. Maybe I'm not reading your message correctly? Important: One can of Cavity Pro Wax will service approximately 150 vehicles. There is a limited supply of this product, order one can per dealer. This material will be shipped to the dealer f...
Special Cover N182188930 - No Customer Reimbursement - 02/13/2019
... any other rights granted by this Special Coverage to any third party, including but not limited to service contract providers, and this Special Coverage is not intended to and does not confer any third party beneficiary, subrogation or contribution rights,...
Forum - 01/18/2019
... Rate Options A and C. The article contains the list of exclusions which includes repairs/services that are maintenance related such as; oil changes, tires, wiper blades, filters, belts, etc. I am not aware of any documentation that supports...
Forum - 09/20/2018
... are excluded from this requirement. (CarolRoyal: The PDI Inspection form has a field for service management signature, although it is not addressed in P&P Article 3.2.4 or the Required Operating Procedures bulletin). Add On repairs:...
What Would You Do - 10/18 - 09/25/2018
... for submission. There were multiple lines on the ticket, with the fourth repair line authorized by service management for change in financial responsibility. The line was originally written as customer pay and later changed to warranty after technician...
Forum - 10/25/2018
... temperature, cycle number, and flow code) that is displayed on the Transmission Cooling System Service Tool after the flow test and flush is helpful in confirming the data associated with the alpha/numeric flow code. Refer also to the Transmission Fluid...
Forum - 11/02/2018
... Ion Drive batteries and battery sections that are exchanged through an authorized Battery Service Center are eligible for a $20 administrative allowance. Refer to P&P Articles 2.6 and 2.7....
What Would You Do - 12/18 - 11/29/2018
... the condition occurs, performance will be affected as well as an increase in oil consumption. The service engine light may illuminate indicating an engine misfire. The recall furthermore states that if the repair is not completed prior to multiple pre-ignition...
Forum - 02/05/2018
Candy: From our experience, the electronic exchange administrative allowance is only eligible up to $45 per job card. "Service agents may submit up to $45 in the Net/Admin Allowance field of the transaction for exchanging the component through the ESC."...
Forum - 02/08/2018
... so another line was added. On this one the customer notification was left off. I believe the service manager said that she was going to charge that one back since it was an add on. He tried to convince her that it was one complaint from the customer...
Forum - 12/21/2017
From the Preface of the LTG: ACTION WORDS The labor code description is the same as the service information procedure description therefore it clearly identifies the repair steps that were performed for the specific component. Although “Replacement”...
Forum - 03/19/2018
... from P&P in late 2015. Regarding Straight Time: ST labor operations must be authorized by service management, with management responsible for the reasonableness of the time requested. ...
What Would You Do - 03/18 - 02/20/2018
A 2014 Chevrolet Equinox with 2.4L engine and 52,160 miles had a persistent service engine soon light condition. The dealership technician found that the camshaft valve and both the exhaust and intake valve actuators failed. The technician noted...
Forum - 02/09/2018
... policy of restricting customer reimbursement to the amount GM would have paid an authorized GM Service Agent to perform the repair." She went back and forth with me a few times because we accidentally missed an oil change that was billed, I had to eat...
Forum - 02/09/2018
I always make someone check the procedure for the operation in question. If the service replacement procedure has a step stating "perform DEF regeneration procedure" then it is included in the base time. Otherwise unless you are just doing an regen, you...
Forum - 11/21/2017
Couple different references for Powertrain Warranty coverage: Service P&P Article 1.1.1.1 (2017 MY) or 1.1.1.2 (2016 MY). Refer to the attached Limited Warranty and Owner Assistance Information Guides. This information is also available within SI...
Forum - 11/28/2017
... addressing the consequential damage process. I think it was overridden by the statement that Service Manager is responsible for the "reasonableness" of the OLH. I still had to do a step by step breakdown of what the time was used for that backed up the...
Forum - 11/14/2017
Reference the GM Service Replacement Parts and Accessories Warranty Quick Reference Chart located within the Parts Policies & Procedures Manual Article 1.1 GM Accessories (excluding Associated Accessories): Dealer Installed*:If dealer installed and...
Forum - 11/10/2017
Thanks 1MaryRuble! The Global Message Reference Number for the email is GCUS-3-1096, dated 11/9/2017 : Updated Instructions for Labor Code Submission of Emission Recall 17337 and Service Update 17419.
Forum - 12/18/2017
Hello! Please see Article 2.1.1 (Warranty Labor Rate Options A and C) within the Service Policies & Procedures Manual.
Forum - 12/01/2017
... found a bulletin to perform extensive water testing for a possibility of 7 different causes... The service manager was approached by forman of bulletin, so olh was auth'd because it stated to begin with extensive diag. My claim was denied, even with...
Forum - 10/24/2017
Please refer to Service P&P Article 3.2.13 (particularly the first three paragraphs). While the PET must be completed with a Policy Decision - management is responsible and accountable for the management of warranty expense. The PET should provide...
Forum - 10/26/2017
... to the Reimbursement Department at GM). A copy of the Reimbursement Form is also available in the Service Forms application in Global. Reference bulletin 11-00-89-004....
Forum - 10/04/2017
... OLH for the labor to replace the other components (with reduction for overlap, if any). Service management authorization for OLH and excessive parts. Excellent technician documentation supporting the diagnosis, bulletins used, test results, specs, case...
Forum - 09/06/2017
... will be identified in the Global Warranty Management system as being involved. In these cases, Service Agents are expected to perform the required repair at no charge to the customer even though the vehicle has a branded title. Since warranty coverage...
Forum - 08/16/2017
... an oil consumption issue, the tech should begin an oil consumption worksheet (found in either Service Forms or an applicable bulletin). Record test data on the worksheet for each subsequent test. At the conclusion of the test diagnosis is performed...
What Would You Do - 09/17 - 08/22/2017
... submit it on a separate line, as it is not part of the special coverage. After discussion with the service manager, the transaction was submitted for review a second time with comments stating that the failure of the gear was consequential to the pump....
Forum - 04/04/2019
... report discount. The spreadsheet calculates the percentages of the total discount to parts and to service and each manager pushes their percentage of the discount to advertising. The parts are billed regularly but we have special parts codes for Dexos5,...
... are excluded from this requirement. (CarolRoyal: The PDI Inspection form has a field for service management signature, although it is not addressed in P&P Article 3.2.4 or the Required Operating Procedures bulletin). Add On repairs:...
What Would You Do - 10/18 - 09/25/2018
... for submission. There were multiple lines on the ticket, with the fourth repair line authorized by service management for change in financial responsibility. The line was originally written as customer pay and later changed to warranty after technician...
Forum - 10/25/2018
... temperature, cycle number, and flow code) that is displayed on the Transmission Cooling System Service Tool after the flow test and flush is helpful in confirming the data associated with the alpha/numeric flow code. Refer also to the Transmission Fluid...
Forum - 11/02/2018
... Ion Drive batteries and battery sections that are exchanged through an authorized Battery Service Center are eligible for a $20 administrative allowance. Refer to P&P Articles 2.6 and 2.7....
What Would You Do - 12/18 - 11/29/2018
... the condition occurs, performance will be affected as well as an increase in oil consumption. The service engine light may illuminate indicating an engine misfire. The recall furthermore states that if the repair is not completed prior to multiple pre-ignition...
Forum - 02/05/2018
Candy: From our experience, the electronic exchange administrative allowance is only eligible up to $45 per job card. "Service agents may submit up to $45 in the Net/Admin Allowance field of the transaction for exchanging the component through the ESC."...
Forum - 02/08/2018
... so another line was added. On this one the customer notification was left off. I believe the service manager said that she was going to charge that one back since it was an add on. He tried to convince her that it was one complaint from the customer...
Forum - 12/21/2017
From the Preface of the LTG: ACTION WORDS The labor code description is the same as the service information procedure description therefore it clearly identifies the repair steps that were performed for the specific component. Although “Replacement”...
Forum - 03/19/2018
... from P&P in late 2015. Regarding Straight Time: ST labor operations must be authorized by service management, with management responsible for the reasonableness of the time requested. ...
What Would You Do - 03/18 - 02/20/2018
A 2014 Chevrolet Equinox with 2.4L engine and 52,160 miles had a persistent service engine soon light condition. The dealership technician found that the camshaft valve and both the exhaust and intake valve actuators failed. The technician noted...
Forum - 02/09/2018
... policy of restricting customer reimbursement to the amount GM would have paid an authorized GM Service Agent to perform the repair." She went back and forth with me a few times because we accidentally missed an oil change that was billed, I had to eat...
Forum - 02/09/2018
I always make someone check the procedure for the operation in question. If the service replacement procedure has a step stating "perform DEF regeneration procedure" then it is included in the base time. Otherwise unless you are just doing an regen, you...
Forum - 11/21/2017
Couple different references for Powertrain Warranty coverage: Service P&P Article 1.1.1.1 (2017 MY) or 1.1.1.2 (2016 MY). Refer to the attached Limited Warranty and Owner Assistance Information Guides. This information is also available within SI...
Forum - 11/28/2017
... addressing the consequential damage process. I think it was overridden by the statement that Service Manager is responsible for the "reasonableness" of the OLH. I still had to do a step by step breakdown of what the time was used for that backed up the...
Forum - 11/14/2017
Reference the GM Service Replacement Parts and Accessories Warranty Quick Reference Chart located within the Parts Policies & Procedures Manual Article 1.1 GM Accessories (excluding Associated Accessories): Dealer Installed*:If dealer installed and...
Forum - 11/10/2017
Thanks 1MaryRuble! The Global Message Reference Number for the email is GCUS-3-1096, dated 11/9/2017 : Updated Instructions for Labor Code Submission of Emission Recall 17337 and Service Update 17419.
Forum - 12/18/2017
Hello! Please see Article 2.1.1 (Warranty Labor Rate Options A and C) within the Service Policies & Procedures Manual.
Forum - 12/01/2017
... found a bulletin to perform extensive water testing for a possibility of 7 different causes... The service manager was approached by forman of bulletin, so olh was auth'd because it stated to begin with extensive diag. My claim was denied, even with...
Forum - 10/24/2017
Please refer to Service P&P Article 3.2.13 (particularly the first three paragraphs). While the PET must be completed with a Policy Decision - management is responsible and accountable for the management of warranty expense. The PET should provide...
Forum - 10/26/2017
... to the Reimbursement Department at GM). A copy of the Reimbursement Form is also available in the Service Forms application in Global. Reference bulletin 11-00-89-004....
Forum - 10/04/2017
... OLH for the labor to replace the other components (with reduction for overlap, if any). Service management authorization for OLH and excessive parts. Excellent technician documentation supporting the diagnosis, bulletins used, test results, specs, case...
Forum - 09/06/2017
... will be identified in the Global Warranty Management system as being involved. In these cases, Service Agents are expected to perform the required repair at no charge to the customer even though the vehicle has a branded title. Since warranty coverage...
Forum - 08/16/2017
... an oil consumption issue, the tech should begin an oil consumption worksheet (found in either Service Forms or an applicable bulletin). Record test data on the worksheet for each subsequent test. At the conclusion of the test diagnosis is performed...
What Would You Do - 09/17 - 08/22/2017
... submit it on a separate line, as it is not part of the special coverage. After discussion with the service manager, the transaction was submitted for review a second time with comments stating that the failure of the gear was consequential to the pump....
Forum - 04/04/2019
... report discount. The spreadsheet calculates the percentages of the total discount to parts and to service and each manager pushes their percentage of the discount to advertising. The parts are billed regularly but we have special parts codes for Dexos5,...
Forum - 04/04/2019
... fees for ESC handling All others I push to a holder control number and end of month I move them to service policy. I negotiated with my SM and I get the Admin fees moved to my pay for WPC return processing. I just have to report them to him each...
Forum - 03/08/2019
... but documentation should outline the leak inspection procedure in accordance with published service information. These times are not attached to any specific operation but if you use them as SLT they will pay. Be sure your documentation is in order!...
Forum - 04/02/2019
... 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 dealership processes vary, it may be...
Forum - 04/09/2019
... case is sold over the counter and repaired by a GM Dealer or a qualified installing Independent Service Center (ISC), on-highway applications only. Parts only warranty when consumer repaired or when installed in non-highway application. Coverage limited...
Forum - 04/24/2019
... be considered an add-on, so you do not have to identify one of the transactions as such. However, service management authorization is required for repeat (pyramiding) repairs." Reference Bulletin 18NA146 Adding lines for open required field actions on...
Forum - 05/08/2019
Hi crmiller! Take a look at bulletin 12-01-37-001: Information on New Refrigerant (R1234yf) for A/C Service. While specific models/model years are not listed, it provides helpful information on R1234yf. Refrigerant information is typically documented...
Forum - 05/21/2019
... 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 warranty repair (Policy...
Forum - 06/14/2019
... "placeholder" (a method that more obviously denotes a failure with the cluster). In this case, the service manager also indicated approval of the mileage / cluster situation on the job card. And, as ewill3rd mentioned, always be aware of any state...
Forum - 06/28/2019
Hi Tim! With the assumption that the vehicle is in the service 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...
Forum - 07/09/2019
Hi cSutton! The special coverage covers involved vehicles for a period of 12 years or 180,000 miles, whichever occurs first, from the date the vehicle was originally placed in service, regardless of ownership.
Forum - 07/09/2019
... center manages the repurchase process. The RVDC will contact the General Manager, Sales Manager, Service Manager, and/or Office Manager regarding the repurchased vehicle....
What Would You Do - 08/19 - 07/30/2019
... 8 unique on/off punch times on the job card, including one for 0.8 hours of OLH, as approved by service management. The first punch time on the job card was for 0.3 hours and the remaining punch times were for 0.4, 0.4, 0.5, 0.5, 0.8, and 0.3 hours. The...
Forum - 08/08/2019
... thirty years and have been at my current dealership for 21 years, 24 total. I had a break in service. Since I have been back for the 21 years I have not had an hourly pay raise in 19 years and have had only 1 commision raise of 1%. I make...
Forum - 12/11/2019
... results, diagnostic trouble codes, TAC case number, assembly serial numbers, measurements, etc. Service Policies & Procedures Manual Article 3.2.7 Details of Concern, Cause, Correction. ...
What Would You Do - 11/19 - 10/23/2019
... may also find yourself intrigued by this scenario.A GM dealer sold an OEM 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...
DRAC/OnTrac/Reporting Help Request - 09/09/2019
... vehicles taken out of 025 status that have not been reported with an OUT incentive." The In-Service date is 3/7/2019. The Event date is 6/30/2019. Our system is showing it sold on 6/28/2019. The Warranty Start Date is showing 3/7/2019.Does...
Forum - 10/16/2019
... some overlap so the second head should be based solely on punch time Scenario 2: Both rotors are serviced on one line using the base time and add time for the second rotor Scenario 3: I don't see the cause of failure for this unlikely scenario, but since...
Forum - 09/18/2019
... Error Code 852 (version 2) Based on the Help with Handling Error Code 852 document: If the service procedure calls for Programming and Setup, the SPS WCC from the Programming event must be entered in the SPS WCC field of the transaction, not the code...
Forum - 10/01/2019
Service P&P Article 3.2.8 Technician Identification and Accounting of Labor Time states "all standard warranty and policy repair time must be documented on the technician's time ticket by job card". Individual and specific time punch documentation ...
missing labor time - 01/15/2020
... DBC couldn't answer why I have repair op labor times but not PDI/PDI add-on so I needed to call my service provider. Each pointing fingers to the other and I am stuck in the middle. Who can tell me where the info comes from? How do I contact them?...
Forum - 01/15/2020
... Reprogramming Events" tool (found in the Warranty Administration Resource Center): "When following service or recall bulletins, Setup does not need to be performed unless the bulletin calls for both Programming and Setup. When required, complete Programming...
Forum - 01/03/2020
... repairs. Submit the latter two lines, and if they reject as a repeat repair, it is permissible for service management to approve these pyramid repairs after the first reject. ...
Forum - 01/21/2020
Updating my tricks to say I added a few sheets in the service drive, on the most commonly left off stuff. We have had the brake spec sheets there, forever, but I added: tire specs wcc reminders serial # for major assemblies, and wiring op requirements. I...
Forum - 04/28/2020
... should start looking for another job, the technician should be instructed or fired, and the service manager should get a phone call from the WFM and/or the DMA. That is pretty pathetic. As Mary said, if they want to override the cost comparison then...
Forum - 02/03/2020
... something new will catch them off guard just like any of us. I think you have done us all a great service by sharing your experience....
... fees for ESC handling All others I push to a holder control number and end of month I move them to service policy. I negotiated with my SM and I get the Admin fees moved to my pay for WPC return processing. I just have to report them to him each...
Forum - 03/08/2019
... but documentation should outline the leak inspection procedure in accordance with published service information. These times are not attached to any specific operation but if you use them as SLT they will pay. Be sure your documentation is in order!...
Forum - 04/02/2019
... 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 dealership processes vary, it may be...
Forum - 04/09/2019
... case is sold over the counter and repaired by a GM Dealer or a qualified installing Independent Service Center (ISC), on-highway applications only. Parts only warranty when consumer repaired or when installed in non-highway application. Coverage limited...
Forum - 04/24/2019
... be considered an add-on, so you do not have to identify one of the transactions as such. However, service management authorization is required for repeat (pyramiding) repairs." Reference Bulletin 18NA146 Adding lines for open required field actions on...
Forum - 05/08/2019
Hi crmiller! Take a look at bulletin 12-01-37-001: Information on New Refrigerant (R1234yf) for A/C Service. While specific models/model years are not listed, it provides helpful information on R1234yf. Refrigerant information is typically documented...
Forum - 05/21/2019
... 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 warranty repair (Policy...
Forum - 06/14/2019
... "placeholder" (a method that more obviously denotes a failure with the cluster). In this case, the service manager also indicated approval of the mileage / cluster situation on the job card. And, as ewill3rd mentioned, always be aware of any state...
Forum - 06/28/2019
Hi Tim! With the assumption that the vehicle is in the service 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...
Forum - 07/09/2019
Hi cSutton! The special coverage covers involved vehicles for a period of 12 years or 180,000 miles, whichever occurs first, from the date the vehicle was originally placed in service, regardless of ownership.
Forum - 07/09/2019
... center manages the repurchase process. The RVDC will contact the General Manager, Sales Manager, Service Manager, and/or Office Manager regarding the repurchased vehicle....
What Would You Do - 08/19 - 07/30/2019
... 8 unique on/off punch times on the job card, including one for 0.8 hours of OLH, as approved by service management. The first punch time on the job card was for 0.3 hours and the remaining punch times were for 0.4, 0.4, 0.5, 0.5, 0.8, and 0.3 hours. The...
Forum - 08/08/2019
... thirty years and have been at my current dealership for 21 years, 24 total. I had a break in service. Since I have been back for the 21 years I have not had an hourly pay raise in 19 years and have had only 1 commision raise of 1%. I make...
Forum - 12/11/2019
... results, diagnostic trouble codes, TAC case number, assembly serial numbers, measurements, etc. Service Policies & Procedures Manual Article 3.2.7 Details of Concern, Cause, Correction. ...
What Would You Do - 11/19 - 10/23/2019
... may also find yourself intrigued by this scenario.A GM dealer sold an OEM 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...
DRAC/OnTrac/Reporting Help Request - 09/09/2019
... vehicles taken out of 025 status that have not been reported with an OUT incentive." The In-Service date is 3/7/2019. The Event date is 6/30/2019. Our system is showing it sold on 6/28/2019. The Warranty Start Date is showing 3/7/2019.Does...
Forum - 10/16/2019
... some overlap so the second head should be based solely on punch time Scenario 2: Both rotors are serviced on one line using the base time and add time for the second rotor Scenario 3: I don't see the cause of failure for this unlikely scenario, but since...
Forum - 09/18/2019
... Error Code 852 (version 2) Based on the Help with Handling Error Code 852 document: If the service procedure calls for Programming and Setup, the SPS WCC from the Programming event must be entered in the SPS WCC field of the transaction, not the code...
Forum - 10/01/2019
Service P&P Article 3.2.8 Technician Identification and Accounting of Labor Time states "all standard warranty and policy repair time must be documented on the technician's time ticket by job card". Individual and specific time punch documentation ...
missing labor time - 01/15/2020
... DBC couldn't answer why I have repair op labor times but not PDI/PDI add-on so I needed to call my service provider. Each pointing fingers to the other and I am stuck in the middle. Who can tell me where the info comes from? How do I contact them?...
Forum - 01/15/2020
... Reprogramming Events" tool (found in the Warranty Administration Resource Center): "When following service or recall bulletins, Setup does not need to be performed unless the bulletin calls for both Programming and Setup. When required, complete Programming...
Forum - 01/03/2020
... repairs. Submit the latter two lines, and if they reject as a repeat repair, it is permissible for service management to approve these pyramid repairs after the first reject. ...
Forum - 01/21/2020
Updating my tricks to say I added a few sheets in the service drive, on the most commonly left off stuff. We have had the brake spec sheets there, forever, but I added: tire specs wcc reminders serial # for major assemblies, and wiring op requirements. I...
Forum - 04/28/2020
... should start looking for another job, the technician should be instructed or fired, and the service manager should get a phone call from the WFM and/or the DMA. That is pretty pathetic. As Mary said, if they want to override the cost comparison then...
Forum - 02/03/2020
... something new will catch them off guard just like any of us. I think you have done us all a great service by sharing your experience....
Forum - 02/04/2020
... is responsible for the reasonableness of the request. Straight Time more than 2 hours must be by service management prior to the first transaction submission. Straight time is to be submitted in the Base Labor field of the transaction." In regards...
Forum - 02/24/2020
... for legitimacy with self-debits performed where necessary. Also, as a future recommendation, the service team should identify potential repeat visits at write up allowing the involvement of management (or a shop foreman) at the onset of the repair e...
Forum - 02/24/2020
... as the OEM part is present on the vehicle and is able to be repaired or replaced per GM published service procedures. Failure must be due to a defect in material or workmanship of the OEM part and not a result of the condition which branded the title. Based...
Forum - 03/24/2020
... in Pairs: When repairs necessitate both left/right or front/rear repairs or part replacements, Service Agents are to use the single labour operation and submit for the "Add Time" for performing both sides. If unique labour operations are published for...
Forum - 03/25/2020
Refer to P&P Article 6.5 Supporting Documentation: Service Agent is responsible to assure that all information is properly documented and accessible. Records must be retained for a minimum of 24 months from date of payment. Records (where applicable)...
Forum - 02/11/2020
... labor operation "ceiling" is not a published value, therefore it is unknown at time of submission. Service management authorization for ST over 2 hours is required prior to submission, but the necessity of WSC review is typically unknown until after...
What Would You Do - 10/20 - 09/22/2020
... to bumper warranty by 3 years, but within warranty by miles a Policy Decision was authorized by service management. The Policy Evaluation Tool was completed as well as DMA approval requested to deviate from the PET participation result.Both the PET and...
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.
What Would You Do - 11/20 - 10/27/2020
... that the technician’s comments did not support an inspection of the brake pad wear sensor.Service management determined that the inspection of the brake pad wear sensor was not performed on the vehicle, and the technician was not paid the time...
Parts Warranties - 11/16/2020
... warranty. Trying to clarify the parts warranties so that I can relay this information to our service and parts personnel to avoid any issues. I need to have this stuff in print to present to them for back-up. They tend to believe me then. LOL If...
Forum - 12/10/2020
... Chevrolet Complete Care First Maintenance Visit which was recently increased to $245 (the first service includes a required transmission filter change). ...
Forum - 02/02/2021
... inflator, it will be needed to return the used inflator. Refer to the instructions enclosed in the service kit box for return instructions." I'm going to put my hands on one tomorrow and see what the "included" instructions say. I was getting the $20.00...
What Would You Do - 03/21 - 02/25/2021
A vehicle came into the service department in August to have an open recall performed. The recall addressed rear window defroster thermal events on vehicles equipped with a power sliding rear window. Certain vehicles may have areas of high electrical...
Forum - 06/14/2021
I enforce this policy: All SPS programming codes and serial numbers required for recalls or service procedures must be documented in the correction field. Forget this nonsense of "on the job card" being interpreted as handwritten, if it says it goes on...
Forum - 06/23/2021
The only way to try to update dealer track is to click onto the factory tab, choose GM (number 5 i think), Then choose service workbench, check transition code, then when in transaction type code press F4 for menu options, scroll down and choose labor...
What Would You Do - 06/21 - 05/26/2021
... was performed and the vehicle was test driven to confirm that the concern had been resolved.Service management authorized for Parts Excessive for premature tire wear due to the ball joint failure (loose/worn). Other Labor Hours was also approved by management...
Forum - 05/14/2021
... to discount they spread the money between departments so Sales and Parts get to pay extra towards service first oil changes. Parts bills what they bill. Some of them are even higher but usually on the trucks I discount $39.11, corvettes I usually discount...
Forum - 04/29/2021
... owner uncooperative, undeliverable mail, and field action expired. The form is available in Service Forms under the General Information tab. Recommend opening a job card to identify the recall and action taken (e.g. CAM-03), with the customer's...
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 - 01/10/2022
... to the job card. Additional information regarding Warranty Parts Expediting is available in the Service P & P Manual, Article 5.14....
Forum - 02/11/2022
... is available by entering the GCUS number in the GlobalConnect search bar. Refer also to Service P&P Article 10.12 Product Field Action Working Capital Assistance Program....
What Would You Do - 02/22 - 01/27/2022
The owner of a 2016 Chevrolet Silverado visited their local service department with an inoperative fuel gauge concern. The diagnosing technician confirmed the issue and found several fail codes in history and one current code. The current DTC is P2636,...
Forum - 03/28/2022
... and/or the vehicle leaves the premise, the job card must be closed and processed through the Service Agent Facility internal accounting procedures. Any changes to the final repair order are to be made using established accounting procedures to account...
Forum - 02/25/2022
... claim rejected with error 801: odometer reading exceeds the vehicle warranty distance limit. The service manager has elected to discuss the situation with GM prior resubmitting. Great point ewill3rd - review the LTG for an operation that applies...
Forum - 04/20/2022
... could be a couple of scenarios. If I submit the body labor as a sublet then all the parts go on my service RO with the body shop bill attached as a sublet. The body shop would give me a list of the parts they need and I would bill them and send them...
... is responsible for the reasonableness of the request. Straight Time more than 2 hours must be by service management prior to the first transaction submission. Straight time is to be submitted in the Base Labor field of the transaction." In regards...
Forum - 02/24/2020
... for legitimacy with self-debits performed where necessary. Also, as a future recommendation, the service team should identify potential repeat visits at write up allowing the involvement of management (or a shop foreman) at the onset of the repair e...
Forum - 02/24/2020
... as the OEM part is present on the vehicle and is able to be repaired or replaced per GM published service procedures. Failure must be due to a defect in material or workmanship of the OEM part and not a result of the condition which branded the title. Based...
Forum - 03/24/2020
... in Pairs: When repairs necessitate both left/right or front/rear repairs or part replacements, Service Agents are to use the single labour operation and submit for the "Add Time" for performing both sides. If unique labour operations are published for...
Forum - 03/25/2020
Refer to P&P Article 6.5 Supporting Documentation: Service Agent is responsible to assure that all information is properly documented and accessible. Records must be retained for a minimum of 24 months from date of payment. Records (where applicable)...
Forum - 02/11/2020
... labor operation "ceiling" is not a published value, therefore it is unknown at time of submission. Service management authorization for ST over 2 hours is required prior to submission, but the necessity of WSC review is typically unknown until after...
What Would You Do - 10/20 - 09/22/2020
... to bumper warranty by 3 years, but within warranty by miles a Policy Decision was authorized by service management. The Policy Evaluation Tool was completed as well as DMA approval requested to deviate from the PET participation result.Both the PET and...
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.
What Would You Do - 11/20 - 10/27/2020
... that the technician’s comments did not support an inspection of the brake pad wear sensor.Service management determined that the inspection of the brake pad wear sensor was not performed on the vehicle, and the technician was not paid the time...
Parts Warranties - 11/16/2020
... warranty. Trying to clarify the parts warranties so that I can relay this information to our service and parts personnel to avoid any issues. I need to have this stuff in print to present to them for back-up. They tend to believe me then. LOL If...
Forum - 12/10/2020
... Chevrolet Complete Care First Maintenance Visit which was recently increased to $245 (the first service includes a required transmission filter change). ...
Forum - 02/02/2021
... inflator, it will be needed to return the used inflator. Refer to the instructions enclosed in the service kit box for return instructions." I'm going to put my hands on one tomorrow and see what the "included" instructions say. I was getting the $20.00...
What Would You Do - 03/21 - 02/25/2021
A vehicle came into the service department in August to have an open recall performed. The recall addressed rear window defroster thermal events on vehicles equipped with a power sliding rear window. Certain vehicles may have areas of high electrical...
Forum - 06/14/2021
I enforce this policy: All SPS programming codes and serial numbers required for recalls or service procedures must be documented in the correction field. Forget this nonsense of "on the job card" being interpreted as handwritten, if it says it goes on...
Forum - 06/23/2021
The only way to try to update dealer track is to click onto the factory tab, choose GM (number 5 i think), Then choose service workbench, check transition code, then when in transaction type code press F4 for menu options, scroll down and choose labor...
What Would You Do - 06/21 - 05/26/2021
... was performed and the vehicle was test driven to confirm that the concern had been resolved.Service management authorized for Parts Excessive for premature tire wear due to the ball joint failure (loose/worn). Other Labor Hours was also approved by management...
Forum - 05/14/2021
... to discount they spread the money between departments so Sales and Parts get to pay extra towards service first oil changes. Parts bills what they bill. Some of them are even higher but usually on the trucks I discount $39.11, corvettes I usually discount...
Forum - 04/29/2021
... owner uncooperative, undeliverable mail, and field action expired. The form is available in Service Forms under the General Information tab. Recommend opening a job card to identify the recall and action taken (e.g. CAM-03), with the customer's...
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 - 01/10/2022
... to the job card. Additional information regarding Warranty Parts Expediting is available in the Service P & P Manual, Article 5.14....
Forum - 02/11/2022
... is available by entering the GCUS number in the GlobalConnect search bar. Refer also to Service P&P Article 10.12 Product Field Action Working Capital Assistance Program....
What Would You Do - 02/22 - 01/27/2022
The owner of a 2016 Chevrolet Silverado visited their local service department with an inoperative fuel gauge concern. The diagnosing technician confirmed the issue and found several fail codes in history and one current code. The current DTC is P2636,...
Forum - 03/28/2022
... and/or the vehicle leaves the premise, the job card must be closed and processed through the Service Agent Facility internal accounting procedures. Any changes to the final repair order are to be made using established accounting procedures to account...
Forum - 02/25/2022
... claim rejected with error 801: odometer reading exceeds the vehicle warranty distance limit. The service manager has elected to discuss the situation with GM prior resubmitting. Great point ewill3rd - review the LTG for an operation that applies...
Forum - 04/20/2022
... could be a couple of scenarios. If I submit the body labor as a sublet then all the parts go on my service RO with the body shop bill attached as a sublet. The body shop would give me a list of the parts they need and I would bill them and send them...
Compliant Alternative Signature-Electronic appointment printout-New in P&P-JLWarranty News April 2022? - 04/04/2022
... may be printed and attached to the job card to indicate a primary concern and do not require service management approval when not listed on the early bird envelope or drop-off form." To me, this is saying you can print the appointment printout...
Forum - 08/06/2021
I wouldn't worry on a first service but if the job is over 0.5 it just looks like an obvious screw-up. The rule I generally use is "it has to make sense". Can some guys flat rate stuff? Oh yeah. I have heard lots of things but I still go by if you have...
Forum - 08/09/2021
While the service claim will most likely not be included within an audit review, you may elect to use it as an opportunity to coach/counsel the technician on time punch accuracy. As ewill3rd mentioned, as a general rule the technician's punch time needs...
Forum - 08/12/2021
... THE RECOMMENDED SEALER. THIS WOULD BE CONSIDERED TO BE "SHOP SUPPLIES" BY GM SINCE ONE CONTAINER SERVICES 20 VEHICLES. IF AN AFTERMARKET SUPPLIER WAS USED THIS WOULD STILL BE CONSIDERED A SHOP SUPPLY AND NOT BILLABLE ON THE INVOICE YOU CANNOT SUBSTITUTE...
Forum - 08/17/2021
... are paying. GM has stopped responding to me and the guy I was emailing back and forth with from Service Information feedback basically brushed me off and treated me like I was stupid. If you can find a way to get them to SPS and then USB instead of the...
Forum - 08/20/2021
... replaced. Lateral run out checking is no longer a required procedure when performing basic brake services such as brake pad replacement or rotor servicing. If lateral run out requires correcting with correction plates, the time is claimed as OLH and...
Forum - 09/01/2021
... if you send me an email I'll send it to you. This is one of the reasons that when a tech uses a service bulletin I print it and attach it to the invoice because if they change it, it's gone. I'm with Mary on add times. If your techs are surfacing rotors...
Re: GMIN Conversion-Matching Training - 05/11/2010
... fields that require the GMIN in Global Warranty. WINS had a place where you could input all the service advisor & technician ID numbers one time(used to be Social Security) and then it created a drop down field where you could click on the arrow & choose...
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: recall for the heated wiper fluid - 06/09/2010
Recall 10153-This service procedure will permanently disable and remove the heated windshield washer fluid 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....
Re: What are your dealership’s operating hours? - 06/15/2010
SERVICE DEPT MON-FRI 7:30-5:30 (TECHS WORK 8:00-4:30) PARTS DEPT MON-FRI 8:00-5:30 SALES DEPT MON-FRI 8:30-7:00 // SAT 9:30-6:00 SUN 11:00-6:00
Re: PAID CLAIM: NOW PENDING DEBIT ?????? - 06/25/2010
... with UPS, and they sign for it, they can still debit it if they "can't find" the part. I had our service rep appeal a debit based on this exact scenario. I shipped the part within one week, had tracking AND signed verification. They debited the claim...
Re: GSA HANDLING ALLOWANCE - 04/23/2010
The info I have on those is dated 1/06 from the P&P and it says $150.00 also. •Service Agents are entitled to the normal PDI plus $150 handling allowance using labour operation Z7006. Transactions are submitted through the warranty system, using...
Collateral damage opcode? - 04/06/2010
My service manager used to be the warranty admin years ago. He said there used to be an opcode to use when there was collateral damage caused by a failed GM part. Anybody else hear of something like this? We have a truck that had the brakes fail due...
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: Requirements - 02/10/2011
What paperwork is missing? As the warranty admin, the service manager always tells me when we have an engine or transmission repair. I give the tech a repair vs replacement sheet to start the process. I require the tech write the failed part serial...
2008 GMC Yukon - labor op E3521 - 01/13/2011
... "Coverage Codes - Powertrain" for E3521 /// so I submitted it & it rejected for: number of days in service exceeds the warranty limit time..... so I went back into SI & clicked on powertrain table & the code is not listed ..... never had this happen...
Re: LOCAL FREIGHT - 12/22/2010
... in the part expedite field on Global Warranty Management. Don't forget to check the box that says service agent trade (located next to where you input the part #). The extra cost is the other dealer's mark up price to your dealership, plus any shipping...
Re: LPO for Camaro - 12/29/2010
... Vehicle build and find the RPO code of the camaro accessory package. To find the labor time go to Service Information (SI) and enter the VIN, click labor time guide (LTG), click general information, click PDI Add and find the RPO code that applies....
Re: WPC returns for 08/25/10 - 08/25/2010
... U.S. Buick, Cadillac, Chevrolet, GMC, Pontiac, Saab, HUMMER, and M.D. Truck Dealers Attention: Service Manager, Parts Manager, Warranty Administrator Subject: Warranty Part Return Request - System Error You may have noticed that you have received...
HVAC ODOR - 06/30/2010
... it was 3 days later, and I closed the repair order with no time to the tech and good notes. The service advisor who wrote it up could not understand why I couldn't flag the tech for anything. I told her there was no manufacturer's defect. Was I wrong?...
Re: HVAC ODOR - 07/18/2010
... the repair needed to properly address 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: WIRING REPAIR LABOR OP/REQUIREMENT CHANGE - 09/20/2010
... is fun..any help out there???? [/quote] Have the tech start in SI, then use the VIN. Next go to service manual, power & signal distribution, wiring systems & power management, schematic & routing diagrams, and then choose the correct section (this one...
Re: Would you try to put a claim in for this? - 09/17/2010
[quote] CONNIEV: 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 [/quote] The parts were aftermarket, but the...
Re: 2 JOB CARDS WITH SAME LABOR OP - 12/07/2010
... 2 DAY'S WITH A JL WARRANTY TRAINER. I HAVE BEEN IN PART'S FOR 11 YEARS SO THEY BROUGHT ME OVER TO SERVICE. I REALLY LIKE THE JOB, BUT SOMEDAY'S I REALLY COULD USE SOME ADVICE. THANKS FOR ANY HELP. [/quote] When the system sees the same opcode on two...
... may be printed and attached to the job card to indicate a primary concern and do not require service management approval when not listed on the early bird envelope or drop-off form." To me, this is saying you can print the appointment printout...
Forum - 08/06/2021
I wouldn't worry on a first service but if the job is over 0.5 it just looks like an obvious screw-up. The rule I generally use is "it has to make sense". Can some guys flat rate stuff? Oh yeah. I have heard lots of things but I still go by if you have...
Forum - 08/09/2021
While the service claim will most likely not be included within an audit review, you may elect to use it as an opportunity to coach/counsel the technician on time punch accuracy. As ewill3rd mentioned, as a general rule the technician's punch time needs...
Forum - 08/12/2021
... THE RECOMMENDED SEALER. THIS WOULD BE CONSIDERED TO BE "SHOP SUPPLIES" BY GM SINCE ONE CONTAINER SERVICES 20 VEHICLES. IF AN AFTERMARKET SUPPLIER WAS USED THIS WOULD STILL BE CONSIDERED A SHOP SUPPLY AND NOT BILLABLE ON THE INVOICE YOU CANNOT SUBSTITUTE...
Forum - 08/17/2021
... are paying. GM has stopped responding to me and the guy I was emailing back and forth with from Service Information feedback basically brushed me off and treated me like I was stupid. If you can find a way to get them to SPS and then USB instead of the...
Forum - 08/20/2021
... replaced. Lateral run out checking is no longer a required procedure when performing basic brake services such as brake pad replacement or rotor servicing. If lateral run out requires correcting with correction plates, the time is claimed as OLH and...
Forum - 09/01/2021
... if you send me an email I'll send it to you. This is one of the reasons that when a tech uses a service bulletin I print it and attach it to the invoice because if they change it, it's gone. I'm with Mary on add times. If your techs are surfacing rotors...
Re: GMIN Conversion-Matching Training - 05/11/2010
... fields that require the GMIN in Global Warranty. WINS had a place where you could input all the service advisor & technician ID numbers one time(used to be Social Security) and then it created a drop down field where you could click on the arrow & choose...
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: recall for the heated wiper fluid - 06/09/2010
Recall 10153-This service procedure will permanently disable and remove the heated windshield washer fluid 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....
Re: What are your dealership’s operating hours? - 06/15/2010
SERVICE DEPT MON-FRI 7:30-5:30 (TECHS WORK 8:00-4:30) PARTS DEPT MON-FRI 8:00-5:30 SALES DEPT MON-FRI 8:30-7:00 // SAT 9:30-6:00 SUN 11:00-6:00
Re: PAID CLAIM: NOW PENDING DEBIT ?????? - 06/25/2010
... with UPS, and they sign for it, they can still debit it if they "can't find" the part. I had our service rep appeal a debit based on this exact scenario. I shipped the part within one week, had tracking AND signed verification. They debited the claim...
Re: GSA HANDLING ALLOWANCE - 04/23/2010
The info I have on those is dated 1/06 from the P&P and it says $150.00 also. •Service Agents are entitled to the normal PDI plus $150 handling allowance using labour operation Z7006. Transactions are submitted through the warranty system, using...
Collateral damage opcode? - 04/06/2010
My service manager used to be the warranty admin years ago. He said there used to be an opcode to use when there was collateral damage caused by a failed GM part. Anybody else hear of something like this? We have a truck that had the brakes fail due...
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: Requirements - 02/10/2011
What paperwork is missing? As the warranty admin, the service manager always tells me when we have an engine or transmission repair. I give the tech a repair vs replacement sheet to start the process. I require the tech write the failed part serial...
2008 GMC Yukon - labor op E3521 - 01/13/2011
... "Coverage Codes - Powertrain" for E3521 /// so I submitted it & it rejected for: number of days in service exceeds the warranty limit time..... so I went back into SI & clicked on powertrain table & the code is not listed ..... never had this happen...
Re: LOCAL FREIGHT - 12/22/2010
... in the part expedite field on Global Warranty Management. Don't forget to check the box that says service agent trade (located next to where you input the part #). The extra cost is the other dealer's mark up price to your dealership, plus any shipping...
Re: LPO for Camaro - 12/29/2010
... Vehicle build and find the RPO code of the camaro accessory package. To find the labor time go to Service Information (SI) and enter the VIN, click labor time guide (LTG), click general information, click PDI Add and find the RPO code that applies....
Re: WPC returns for 08/25/10 - 08/25/2010
... U.S. Buick, Cadillac, Chevrolet, GMC, Pontiac, Saab, HUMMER, and M.D. Truck Dealers Attention: Service Manager, Parts Manager, Warranty Administrator Subject: Warranty Part Return Request - System Error You may have noticed that you have received...
HVAC ODOR - 06/30/2010
... it was 3 days later, and I closed the repair order with no time to the tech and good notes. The service advisor who wrote it up could not understand why I couldn't flag the tech for anything. I told her there was no manufacturer's defect. Was I wrong?...
Re: HVAC ODOR - 07/18/2010
... the repair needed to properly address 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: WIRING REPAIR LABOR OP/REQUIREMENT CHANGE - 09/20/2010
... is fun..any help out there???? [/quote] Have the tech start in SI, then use the VIN. Next go to service manual, power & signal distribution, wiring systems & power management, schematic & routing diagrams, and then choose the correct section (this one...
Re: Would you try to put a claim in for this? - 09/17/2010
[quote] CONNIEV: 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 [/quote] The parts were aftermarket, but the...
Re: 2 JOB CARDS WITH SAME LABOR OP - 12/07/2010
... 2 DAY'S WITH A JL WARRANTY TRAINER. I HAVE BEEN IN PART'S FOR 11 YEARS SO THEY BROUGHT ME OVER TO SERVICE. I REALLY LIKE THE JOB, BUT SOMEDAY'S I REALLY COULD USE SOME ADVICE. THANKS FOR ANY HELP. [/quote] When the system sees the same opcode on two...
Re: Global Warranty Management - 01/15/2010
I'm in the middle of the courses and use vwgwm.a7w - Global Warranty System Foundation Training for Service Managers and Warranty Administrators. Contains all thirteen modules. "Catalogue", "Catalogue Search", put in course number. Brian
Re: Global Warranty Management - 01/05/2010
Who is your vendor? We summited everything we could before going on, made things a lot easier. Our Service Manger went to a meeting about a week to week and half before we launched and a lot of things were explained to him. Anything that had already...
Re: GWM Authorization translation - 02/01/2010
... the GWM Module in Training. A- Beyond Warranty Limits B- Restricted Warranty C- Restricted to Service Agent D- Exceeds SA Profile E- OLH Exceeds Ceiling F- Excessive Part Amount G- General Service Agent H- Net Ceiling Exceeded J- Waive Deductible K-...
Re: GWM Authorization translation - 02/02/2010
... card explaining the GM Global Authorization Structure. I suppose I just need to check our Service Agent profile to see which of these we are allowed to use. Also, I recommend watching the J&L Warranty Global training video. It reviews the basics,...
Re: Does anyone know if any California or Las Vegas training dates are coming around for Global Warranty - 02/17/2010
... also pass your interest in a workshop in your area on to our trainer): http://www.jlwarranty.com/Services/Workshops/GM%20Workshops/GMworkshop.htm Thanks for your interest - Kristen jlwarranty...
Global Training Video Now Available - 01/19/2010
... them. It's imperative you are aware of the significant changes that will dramatically affect your service department operations and ultimately your profitability. Watch it here: Global Warranty Management Changes Please post any comments you may have...
Re: GW QUESTION cause/complaint codes - 02/03/2010
... You had to send an email with an opt-out form by December 17,2009 to get out of providing this service. (very sneaky if you ask me, we didn't see it either). Your dealership is expected to accept a fixed reimbursement amount of $20 if using regular...
Re: Silverado trailer wiring harness - 09/24/2009
... should never be charged to warranty. If you have any questions, please consult with your District Service Manager." My question is: when would this installation be the responsibility of the dealership?...
Re: Transportation Damage claims - 11/19/2009
... IV): Transportation Damage a. Carrier Code The code of the carrier delivering the vehicle to the Service Agent. b. Delivery Receipt Date The date the vehicle is delivered to the Service Agent. c. Delivery Receipt Number The number printed on the Delivery...
Re: Question? Is an Avalanche considered at Crew Cab or Utility - 11/20/2009
Based on the LTG in SI the Avalanche is a Sport Utility Vehicle. See also the VIN System within SI > Service Manual: Vehicle Identification Number (VIN) System Position VIN position 7 defines the body type; for model years 2007-2009 a 2 in that position...
Re: Question? Can you claim towing on a parts warranty repair? 12/12 - 11/27/2009
... also apply to >covered repairs under the GM Parts and Accessories >Warranties when installed by Service Agent." However, Claim Type C repairs are not eligible for towing. The max amt. depends on your area, but would be the same amount as you can get...
Re: FRT WHL DRV INT SHAFT -- LABOR OP ?? - 10/06/2009
Based on component review in SI - service manual & labor time guide it appears as the closest to operation F1475 (front wheel drive shaft) is most appropriate. This particular operation is powertrain covered. Rhonda: thanks for sending additional information...
Re: Global Warranty Management - 10/26/2009
... We took the classes when first heard about the new system. Just waiting for it to be active. Your service manager may know when you are going on or we also found out from Reynold's and Reynold's when we were going on the system....
GM MOE Test Question - 04/30/2009
Anyone know the answer or care to take a guess? I found this confusing. When you encounter a/an ___________ in the GM Service Manual, you will be asked to take a necessary action or NOT to take a prohibited action. O CAUTION O IMPORTANT O NOTICE O...
WILL WE SURVIVE???? - 04/27/2009
... ARE STILL HANGING IN THERE. WE HAVE SEEN A DRASTIC DROP IN BUSINESS IN THE SALES DEPARTMENT, BUT SERVICE IS HANGING IN THERE. I WISH EVERYONE LUCK AND HOPE THAT WE CAN ALL HANG IN THERE....
Re: BRAKES AND ROTORS - 05/08/2009
... Lathe, measuring for Lateral Run Out (LRO) is no longer a required step when performing base brake service. Due to this change, you are no longer required to enter the LRO measurement on the repair order or in the warranty system failure code section."...
Re: Recall Policies & Procedures question - 05/20/2009
I can't believe your service manager is even contemplating such a thing. The best I can see to do is use the recalls themselves. For instance, recall 02049 says: Dealers are to inspect the condition of the lower pinion bearing and replace the lower pinion...
Re: OLD RECALL #07217 - 06/19/2009
... customer satisfaction. Dealers are to ensure that these customers understand that shuttle service or some other form of courtesy transportation is available and will be provided at no charge." Additionally, the recall states to "submit courtesy transportation...
Re: Luxury Certified Pre-owned Limited Warranty, Cad SRX - 03/27/2009
... and Saturn CPO) and the CPO Guide (Cadillac, Hummer and Saab) are good reference tools for the service department. This info worked. I downloaded the PDF and found what we were after. Thanks for the help all!...
Re: Updated Brake Warranty Procedures - 03/27/2009
... be written/documented on the repair order, or for your convenience, complete the form (GM Brake Service Repair Order Documentation for Required Measurements) found on the last page of this bulletin and attach it to the repair order. If the Warranty Parts...
Re: TRANS REPLACEMENT - 04/14/2009
... on the PCC page it is 36months/100k miles part and labor coverage. You can get there under service workbench *gm powertrain information center. [/quote] Does this include reprogramming the tcc or pcm if the trans is still under the 36/100K warran...
Re: Cylinder head gasket replacement - 03/12/2009
... I was going through my rejects & have a 2006 G6 that we did the exact same repair. My service mgr came up with a time for J0507 of 7.0 for both sides. (mine rejected for excess parts) ...
Re: Rotor resurfacing - 02/27/2009
... resurfacing when submitting? Thanks! [/quote] Make sure your technician fills out the GM Brake Service Repair Order Documentation so you have brake measurements. Also, you NEED the LRO (lateral runout) measurments for ALL brake claims (except burnish)....
Rear Object Sensor question - 02/25/2009
2007 Avalanche came in w/service park assist light on. Sensor 3 (right middle)code stored in history. Ordered part, painted & installed; drove & light came back on. Sensor 1 (left corner) code stored this time, same thing. Light came back on AGAIN,...
Re: AUTH B - 08/11/2008
... high anyway, I won't ever get it to improve unless I can change Management's mind on how to run a service dept.! (sigh.......) Brian...
I'm in the middle of the courses and use vwgwm.a7w - Global Warranty System Foundation Training for Service Managers and Warranty Administrators. Contains all thirteen modules. "Catalogue", "Catalogue Search", put in course number. Brian
Re: Global Warranty Management - 01/05/2010
Who is your vendor? We summited everything we could before going on, made things a lot easier. Our Service Manger went to a meeting about a week to week and half before we launched and a lot of things were explained to him. Anything that had already...
Re: GWM Authorization translation - 02/01/2010
... the GWM Module in Training. A- Beyond Warranty Limits B- Restricted Warranty C- Restricted to Service Agent D- Exceeds SA Profile E- OLH Exceeds Ceiling F- Excessive Part Amount G- General Service Agent H- Net Ceiling Exceeded J- Waive Deductible K-...
Re: GWM Authorization translation - 02/02/2010
... card explaining the GM Global Authorization Structure. I suppose I just need to check our Service Agent profile to see which of these we are allowed to use. Also, I recommend watching the J&L Warranty Global training video. It reviews the basics,...
Re: Does anyone know if any California or Las Vegas training dates are coming around for Global Warranty - 02/17/2010
... also pass your interest in a workshop in your area on to our trainer): http://www.jlwarranty.com/Services/Workshops/GM%20Workshops/GMworkshop.htm Thanks for your interest - Kristen jlwarranty...
Global Training Video Now Available - 01/19/2010
... them. It's imperative you are aware of the significant changes that will dramatically affect your service department operations and ultimately your profitability. Watch it here: Global Warranty Management Changes Please post any comments you may have...
Re: GW QUESTION cause/complaint codes - 02/03/2010
... You had to send an email with an opt-out form by December 17,2009 to get out of providing this service. (very sneaky if you ask me, we didn't see it either). Your dealership is expected to accept a fixed reimbursement amount of $20 if using regular...
Re: Silverado trailer wiring harness - 09/24/2009
... should never be charged to warranty. If you have any questions, please consult with your District Service Manager." My question is: when would this installation be the responsibility of the dealership?...
Re: Transportation Damage claims - 11/19/2009
... IV): Transportation Damage a. Carrier Code The code of the carrier delivering the vehicle to the Service Agent. b. Delivery Receipt Date The date the vehicle is delivered to the Service Agent. c. Delivery Receipt Number The number printed on the Delivery...
Re: Question? Is an Avalanche considered at Crew Cab or Utility - 11/20/2009
Based on the LTG in SI the Avalanche is a Sport Utility Vehicle. See also the VIN System within SI > Service Manual: Vehicle Identification Number (VIN) System Position VIN position 7 defines the body type; for model years 2007-2009 a 2 in that position...
Re: Question? Can you claim towing on a parts warranty repair? 12/12 - 11/27/2009
... also apply to >covered repairs under the GM Parts and Accessories >Warranties when installed by Service Agent." However, Claim Type C repairs are not eligible for towing. The max amt. depends on your area, but would be the same amount as you can get...
Re: FRT WHL DRV INT SHAFT -- LABOR OP ?? - 10/06/2009
Based on component review in SI - service manual & labor time guide it appears as the closest to operation F1475 (front wheel drive shaft) is most appropriate. This particular operation is powertrain covered. Rhonda: thanks for sending additional information...
Re: Global Warranty Management - 10/26/2009
... We took the classes when first heard about the new system. Just waiting for it to be active. Your service manager may know when you are going on or we also found out from Reynold's and Reynold's when we were going on the system....
GM MOE Test Question - 04/30/2009
Anyone know the answer or care to take a guess? I found this confusing. When you encounter a/an ___________ in the GM Service Manual, you will be asked to take a necessary action or NOT to take a prohibited action. O CAUTION O IMPORTANT O NOTICE O...
WILL WE SURVIVE???? - 04/27/2009
... ARE STILL HANGING IN THERE. WE HAVE SEEN A DRASTIC DROP IN BUSINESS IN THE SALES DEPARTMENT, BUT SERVICE IS HANGING IN THERE. I WISH EVERYONE LUCK AND HOPE THAT WE CAN ALL HANG IN THERE....
Re: BRAKES AND ROTORS - 05/08/2009
... Lathe, measuring for Lateral Run Out (LRO) is no longer a required step when performing base brake service. Due to this change, you are no longer required to enter the LRO measurement on the repair order or in the warranty system failure code section."...
Re: Recall Policies & Procedures question - 05/20/2009
I can't believe your service manager is even contemplating such a thing. The best I can see to do is use the recalls themselves. For instance, recall 02049 says: Dealers are to inspect the condition of the lower pinion bearing and replace the lower pinion...
Re: OLD RECALL #07217 - 06/19/2009
... customer satisfaction. Dealers are to ensure that these customers understand that shuttle service or some other form of courtesy transportation is available and will be provided at no charge." Additionally, the recall states to "submit courtesy transportation...
Re: Luxury Certified Pre-owned Limited Warranty, Cad SRX - 03/27/2009
... and Saturn CPO) and the CPO Guide (Cadillac, Hummer and Saab) are good reference tools for the service department. This info worked. I downloaded the PDF and found what we were after. Thanks for the help all!...
Re: Updated Brake Warranty Procedures - 03/27/2009
... be written/documented on the repair order, or for your convenience, complete the form (GM Brake Service Repair Order Documentation for Required Measurements) found on the last page of this bulletin and attach it to the repair order. If the Warranty Parts...
Re: TRANS REPLACEMENT - 04/14/2009
... on the PCC page it is 36months/100k miles part and labor coverage. You can get there under service workbench *gm powertrain information center. [/quote] Does this include reprogramming the tcc or pcm if the trans is still under the 36/100K warran...
Re: Cylinder head gasket replacement - 03/12/2009
... I was going through my rejects & have a 2006 G6 that we did the exact same repair. My service mgr came up with a time for J0507 of 7.0 for both sides. (mine rejected for excess parts) ...
Re: Rotor resurfacing - 02/27/2009
... resurfacing when submitting? Thanks! [/quote] Make sure your technician fills out the GM Brake Service Repair Order Documentation so you have brake measurements. Also, you NEED the LRO (lateral runout) measurments for ALL brake claims (except burnish)....
Rear Object Sensor question - 02/25/2009
2007 Avalanche came in w/service park assist light on. Sensor 3 (right middle)code stored in history. Ordered part, painted & installed; drove & light came back on. Sensor 1 (left corner) code stored this time, same thing. Light came back on AGAIN,...
Re: AUTH B - 08/11/2008
... high anyway, I won't ever get it to improve unless I can change Management's mind on how to run a service dept.! (sigh.......) Brian...
Re: AUTHORIZATIONS - 07/31/2008
[quote] Nicole: I AM HAVING TROUBLE WITH MY SERVICE ADVISORS. I CAN NOT MAKE THEM UNDERSTAND WHY IT IS SO IMPORTANT TO HAVE ALL THE AUTHORIZATIONS, GMVIS, ADD LINES, ETC. DONE BEFORE THE RO'S GET TO ME. I HAVE GIVEN THEM "CHEAT SHEETS" THAT EXPLAIN...
Re: GLOBAL WARRANTY - 08/21/2008
... anyone else at the dealership that is as knowledgable as you in processing warranty claims, our service can be a good alternative. This way you don't have to worry while you're away and when you come back, you won't have a pile of claims to deal with....
Re: Repeat Repairs - 08/26/2008
... miles. Claims that are identified as repeat/related within this time frame will require review by service management and authorization code B. Subsequent warranty repairs made outside of the repeat/related repair time limits, but within warranty should...
Re: HOURS - 09/03/2008
M~F Service 7:30 am - 5:30 pm advisors, Techs are 8 am - 5 pm. Parts 7:30 am - 5:30 pm. Sat 8 am - Noon for all.
Re: Taking a Poll - 08/27/2008
... has the best information so far 5. 5-10 a day - we are not a big dealership 6. Our stubborn service dept that will not listen! 7. Working with our service writer - he's good with the warranty issues 8. ASI 9. Wisconsin 10. Full time (office and...
Re: Taking a Poll - 06/10/2008
... INFORMATION 7. SUBMITTING THE WARRANTY CLAIMS 8. ADP 9. LOUISIANA 10. FULL TIME 11. FEMALE 12. SERVICE SECRETARY, CASHIER FOR SERVICE, BODY SHOP, AND PARTS, RENTAL CLERK 13. NO, BUT WOULD LOVE TO 14. I AM PAID HOURLY...
Re: Taking a Poll - 06/18/2008
1. Since 2004 2. only GM 3. J&L in dealership, also went to workshop, service mgr had also previously done warranty and helped. 4. J&L newsletters and forum, keep up with GM Messenger 5. 10-20 6. Keeping every on track with the changes to Warranty 7....
Re: Just When You Think You Know Someone - 06/23/2008
... & pressed charges! Why do 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: Tire Warranty - 06/12/2008
... section: Policy claims beyond the new vehicle warranty should also be "H" routed to your Area Service Manager for approval along with the reason for the request in the comments section. Dealers should not add any dealer authorization to the claim. This...
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...
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: Cracked pads - 05/20/2008
... It is NOT up to the warranty administrator to re-write the story to accomplish this. That is the service advisor and technician's responsiblility. The SA should write something such as: Customer states hears grind/squeal noise when applying brakes....
Re: CUSTOMERS SIGNATURES - 01/20/2009
... abandoned vehicle paperwork or mechanics lein. Needless to say, our owners are happy. Here our service writers have the horrid habit of waiting until the vehicle is picked up to get those signatures, putting the dealership at risk. Ideally, the...
A Reported Abduction - 01/23/2009
... the trunk of a car. The police pulled them over because of the reported abduction. Well, the two servicemen explained the situation to the cop and he had a good laugh. The moral of the story is... be careful of what or who you put in your trunk - this...
Re: Replaced starter - 02/25/2009
We went through a rough patch with this same issue a while back. The easiest way I could find 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...
Re: Warranty Admin. job description - 12/22/2008
I guess I'm fortunate as my Service Manger (immediate supervisor) was the one who was responsible for the warranty before I was hired. He got so far behind (you would all have fainted if you saw the schedule when I started) that he realized he couldn't...
Ring My Bell - 10/09/2008
... checked on the noise complaint. Indeed, the customer had stormed in complaining about our lousy service and a tech was riding with him at that very moment. The CA caller wanted to give the customer a maintenance letter for having to return for...
09 Silverado w/rear camera - 11/07/2008
... be a trans claim, but the trans company has no control over the wiring for the rear camera. The service manager says it should be a regular warranty claim. Without the camera working and functioning, we couldn't put it out on the lot to sell, but is...
Memorable Customers - 11/11/2008
... 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 work. He just loved coming in to see...
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: Warranty Compliance - 12/02/2008
[quote] Becky: I've been fighting with my techs about this for 3 years now. According to our avm and the regional service manager, there has to be a separate time punch for each warranty labor op. There has to be a separate time punch for olh. [/quote] In...
Forum - 09/19/2007
... watch on the usage of enhanced goodwill. There are specific tools that the empowered dealership service manager may utilize to resolve a customer concern in a timely manner, including maintenance letter, component coverage letter, GMPP, and dealership...
Forum - 09/19/2007
The sublet dollar amount goes in net. The administrative allowance goes in regular hours. You may use the service manager as the technician
Forum - 09/19/2007
... Hours for the labor code operation submitted for the repair of the leak. Please reference the GM service information for the proper analyze procedures for the system being tested. The above information is from the LTG in SI on DealerWorld... LTG preface>foreword>introduction>...
Pyramid Repairs - 12/14/2007
... must be aware that if they need to make a second repair to a single concern, they must obtain service management authorization before they start the repair....
[quote] Nicole: I AM HAVING TROUBLE WITH MY SERVICE ADVISORS. I CAN NOT MAKE THEM UNDERSTAND WHY IT IS SO IMPORTANT TO HAVE ALL THE AUTHORIZATIONS, GMVIS, ADD LINES, ETC. DONE BEFORE THE RO'S GET TO ME. I HAVE GIVEN THEM "CHEAT SHEETS" THAT EXPLAIN...
Re: GLOBAL WARRANTY - 08/21/2008
... anyone else at the dealership that is as knowledgable as you in processing warranty claims, our service can be a good alternative. This way you don't have to worry while you're away and when you come back, you won't have a pile of claims to deal with....
Re: Repeat Repairs - 08/26/2008
... miles. Claims that are identified as repeat/related within this time frame will require review by service management and authorization code B. Subsequent warranty repairs made outside of the repeat/related repair time limits, but within warranty should...
Re: HOURS - 09/03/2008
M~F Service 7:30 am - 5:30 pm advisors, Techs are 8 am - 5 pm. Parts 7:30 am - 5:30 pm. Sat 8 am - Noon for all.
Re: Taking a Poll - 08/27/2008
... has the best information so far 5. 5-10 a day - we are not a big dealership 6. Our stubborn service dept that will not listen! 7. Working with our service writer - he's good with the warranty issues 8. ASI 9. Wisconsin 10. Full time (office and...
Re: Taking a Poll - 06/10/2008
... INFORMATION 7. SUBMITTING THE WARRANTY CLAIMS 8. ADP 9. LOUISIANA 10. FULL TIME 11. FEMALE 12. SERVICE SECRETARY, CASHIER FOR SERVICE, BODY SHOP, AND PARTS, RENTAL CLERK 13. NO, BUT WOULD LOVE TO 14. I AM PAID HOURLY...
Re: Taking a Poll - 06/18/2008
1. Since 2004 2. only GM 3. J&L in dealership, also went to workshop, service mgr had also previously done warranty and helped. 4. J&L newsletters and forum, keep up with GM Messenger 5. 10-20 6. Keeping every on track with the changes to Warranty 7....
Re: Just When You Think You Know Someone - 06/23/2008
... & pressed charges! Why do 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: Tire Warranty - 06/12/2008
... section: Policy claims beyond the new vehicle warranty should also be "H" routed to your Area Service Manager for approval along with the reason for the request in the comments section. Dealers should not add any dealer authorization to the claim. This...
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...
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: Cracked pads - 05/20/2008
... It is NOT up to the warranty administrator to re-write the story to accomplish this. That is the service advisor and technician's responsiblility. The SA should write something such as: Customer states hears grind/squeal noise when applying brakes....
Re: CUSTOMERS SIGNATURES - 01/20/2009
... abandoned vehicle paperwork or mechanics lein. Needless to say, our owners are happy. Here our service writers have the horrid habit of waiting until the vehicle is picked up to get those signatures, putting the dealership at risk. Ideally, the...
A Reported Abduction - 01/23/2009
... the trunk of a car. The police pulled them over because of the reported abduction. Well, the two servicemen explained the situation to the cop and he had a good laugh. The moral of the story is... be careful of what or who you put in your trunk - this...
Re: Replaced starter - 02/25/2009
We went through a rough patch with this same issue a while back. The easiest way I could find 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...
Re: Warranty Admin. job description - 12/22/2008
I guess I'm fortunate as my Service Manger (immediate supervisor) was the one who was responsible for the warranty before I was hired. He got so far behind (you would all have fainted if you saw the schedule when I started) that he realized he couldn't...
Ring My Bell - 10/09/2008
... checked on the noise complaint. Indeed, the customer had stormed in complaining about our lousy service and a tech was riding with him at that very moment. The CA caller wanted to give the customer a maintenance letter for having to return for...
09 Silverado w/rear camera - 11/07/2008
... be a trans claim, but the trans company has no control over the wiring for the rear camera. The service manager says it should be a regular warranty claim. Without the camera working and functioning, we couldn't put it out on the lot to sell, but is...
Memorable Customers - 11/11/2008
... 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 work. He just loved coming in to see...
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: Warranty Compliance - 12/02/2008
[quote] Becky: I've been fighting with my techs about this for 3 years now. According to our avm and the regional service manager, there has to be a separate time punch for each warranty labor op. There has to be a separate time punch for olh. [/quote] In...
Forum - 09/19/2007
... watch on the usage of enhanced goodwill. There are specific tools that the empowered dealership service manager may utilize to resolve a customer concern in a timely manner, including maintenance letter, component coverage letter, GMPP, and dealership...
Forum - 09/19/2007
The sublet dollar amount goes in net. The administrative allowance goes in regular hours. You may use the service manager as the technician
Forum - 09/19/2007
... Hours for the labor code operation submitted for the repair of the leak. Please reference the GM service information for the proper analyze procedures for the system being tested. The above information is from the LTG in SI on DealerWorld... LTG preface>foreword>introduction>...
Pyramid Repairs - 12/14/2007
... must be aware that if they need to make a second repair to a single concern, they must obtain service management authorization before they start the repair....
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...
GMPP deduct override - 11/30/2007
The service manager CAN override a GMPP deductible. 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...
HYBRID WARRANTY - 02/06/2008
... for 8 years or 100,000 miles (160 000 kilometres), whichever comes first, from the original in-service date of the vehicle, against warrantable repairs to the specific Hybrid components of the vehicle. For vehicles sold in Canada, in addition to the...
Lost Dog - 02/18/2008
... thinks it's time to go for a ride, so he climbs into the trunk. Meanwhile the husband, having a service appointment, goes to his vehicle, closes the trunk lid and drives to our dealership and drops off his vehicle. Upon returning home, we received a...
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 DEDUCTIBLE OVERRIDE - 02/11/2008
... on this problem. My manager is also somewhat new to the warranty submission side of automotive service and so I thought this would be a good question to ask on this forum. I had a steering shaft replacement on an '03 Silverado. The customer had a...
PARTS SCRAP LIST - 03/03/2016
... and pull parts everyday that are ready to be scraped. We use the reymolds and reynolds system. My service manager and i went to a GM class and they spoke about this scrap list,but we have not been able to utilize this at all. Does anyone know how to...
Re: Diagnostic time with no repair - 02/29/2016
... 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 submission is not allowed." Kristen / jlwarranty...
What Would You Do - 03/16 - 03/01/2016
Two different, but similar scenarios encountered by a service manager this week, involving two different Chevrolet Silverado trucks. Truck number one: a 2016 model year truck purchased at the neighboring Chevrolet dealership with a slight paint defect...
Re: What Would You Do - 12/15 - 02/01/2016
Thanks for the great responses! You all are absolutely correct - it is very important to review IVH - Service Consultant Dashboard at time of write up. This claim was handled internally by the dealership. Kristen / jlwarranty
What Would You Do - 01/16 - 01/11/2016
The owner of a 2015 Chevrolet Silverado visited their local service department in October to have a fuel leak diagnosed and repaired. The technician found that the right side, high-pressure line from the pump to the fuel rail was leaking. The air inlet...
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...
Re: chevrolet pre-paid maintenance plan - 10/06/2015
... the Chevrolet models & their corresponding reimbursements are listed. *From GlobalConnect select Service from the Departments drop down. Select Dealership Policies, Procedures, and Manuals from the Quick Links area. Scroll through the available options...
Re: CPO Maintenance Plan - 09/25/2015
... pay $50.00 for vehicles with this oil. Is there any way to collect the proper amount for a CPO service? We tried running it as 0600223 Synthetic and it didn't go. Thanks, Nina...
Proposing a "Warranty 101" series - 08/15/2016
... any one particular recall; it would serve as a generic "how to" handle your 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...
Re: Proper Clock Time by technicians - 07/18/2016
... note below) >Individual and specific time punches are required for add-on lines & OLH. From the Service Policies & Procedures Manual Article 3.2.9 : All standard warranty and policy repair time must be documented on the technician's time ticket...
What Would You Do - 09/16 - 08/24/2016
... dealership for an illuminated check engine soon light and the completion of two open recalls. The service advisor reviewed the Consultant Dashboard and noted the open recalls, as well as that the vehicle was out of the bumper-to-bumper limited warranty...
Technician Clock times - 07/29/2016
... at clock and the time is up for amount given for repair, punches off time card and explains to service manager why its taking longer. then punches on and off again to complete repair. Is this the correct procedure? Is this what's done at other dealerships?...
Re: Freight - 05/10/2016
Found my answer with a little more digging: from P&P 2.15: GM Part(s) obtained from another local GM Service Agent: When claiming expenses incurred for obtaining a part locally, courtesy transportation expenses are limited to one day of rental coverage. GM...
Re: What Would You Do - 03/16 - 04/29/2016
Great response JANNIE19 & RCAMPBELL! After multiple inspections by the service manager, the front bumper fascia paint defect was handled as a warranty repair and the sunglass compartment (overhead console) was handled as customer enthusiasm. Kriste...
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: GM show car event claims - 05/26/2016
acartagena: Thank you for posting this unique inquiry! I reviewed the Service P & P and the Transportation, Vehicle Storage, and PDI P & P Manual without finding any written policy pertaining to this. Please follow up when you receive feedback from...
Re: GM show car event claims - 05/26/2016
... sending us a check to compensate. This is they way we were told to handle it. However, if your service department is asked to perform the same task, make sure you speak with the GM representative that is assigning the task to you. There is no written...
GM show car event claims - 05/24/2016
Hello, Recently GM has used our dealership to PDI vehicles and transport them to a car show event near by. My service manager believes we should be compensated for fuel and time to transport these vehicles. Has anyone every gone through this? And what...
Re: HOW DO I CODE THIS? - 08/21/2015
... GM guidelines for OLH require the technician get a pre-approval at time of repair from Service Manager for any OLH to hang additional parts. If it was not pre-approved and technician did the additional without any approval, GM will not pay the OLH. ...
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...
GMPP deduct override - 11/30/2007
The service manager CAN override a GMPP deductible. 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...
HYBRID WARRANTY - 02/06/2008
... for 8 years or 100,000 miles (160 000 kilometres), whichever comes first, from the original in-service date of the vehicle, against warrantable repairs to the specific Hybrid components of the vehicle. For vehicles sold in Canada, in addition to the...
Lost Dog - 02/18/2008
... thinks it's time to go for a ride, so he climbs into the trunk. Meanwhile the husband, having a service appointment, goes to his vehicle, closes the trunk lid and drives to our dealership and drops off his vehicle. Upon returning home, we received a...
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 DEDUCTIBLE OVERRIDE - 02/11/2008
... on this problem. My manager is also somewhat new to the warranty submission side of automotive service and so I thought this would be a good question to ask on this forum. I had a steering shaft replacement on an '03 Silverado. The customer had a...
PARTS SCRAP LIST - 03/03/2016
... and pull parts everyday that are ready to be scraped. We use the reymolds and reynolds system. My service manager and i went to a GM class and they spoke about this scrap list,but we have not been able to utilize this at all. Does anyone know how to...
Re: Diagnostic time with no repair - 02/29/2016
... 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 submission is not allowed." Kristen / jlwarranty...
What Would You Do - 03/16 - 03/01/2016
Two different, but similar scenarios encountered by a service manager this week, involving two different Chevrolet Silverado trucks. Truck number one: a 2016 model year truck purchased at the neighboring Chevrolet dealership with a slight paint defect...
Re: What Would You Do - 12/15 - 02/01/2016
Thanks for the great responses! You all are absolutely correct - it is very important to review IVH - Service Consultant Dashboard at time of write up. This claim was handled internally by the dealership. Kristen / jlwarranty
What Would You Do - 01/16 - 01/11/2016
The owner of a 2015 Chevrolet Silverado visited their local service department in October to have a fuel leak diagnosed and repaired. The technician found that the right side, high-pressure line from the pump to the fuel rail was leaking. The air inlet...
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...
Re: chevrolet pre-paid maintenance plan - 10/06/2015
... the Chevrolet models & their corresponding reimbursements are listed. *From GlobalConnect select Service from the Departments drop down. Select Dealership Policies, Procedures, and Manuals from the Quick Links area. Scroll through the available options...
Re: CPO Maintenance Plan - 09/25/2015
... pay $50.00 for vehicles with this oil. Is there any way to collect the proper amount for a CPO service? We tried running it as 0600223 Synthetic and it didn't go. Thanks, Nina...
Proposing a "Warranty 101" series - 08/15/2016
... any one particular recall; it would serve as a generic "how to" handle your 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...
Re: Proper Clock Time by technicians - 07/18/2016
... note below) >Individual and specific time punches are required for add-on lines & OLH. From the Service Policies & Procedures Manual Article 3.2.9 : All standard warranty and policy repair time must be documented on the technician's time ticket...
What Would You Do - 09/16 - 08/24/2016
... dealership for an illuminated check engine soon light and the completion of two open recalls. The service advisor reviewed the Consultant Dashboard and noted the open recalls, as well as that the vehicle was out of the bumper-to-bumper limited warranty...
Technician Clock times - 07/29/2016
... at clock and the time is up for amount given for repair, punches off time card and explains to service manager why its taking longer. then punches on and off again to complete repair. Is this the correct procedure? Is this what's done at other dealerships?...
Re: Freight - 05/10/2016
Found my answer with a little more digging: from P&P 2.15: GM Part(s) obtained from another local GM Service Agent: When claiming expenses incurred for obtaining a part locally, courtesy transportation expenses are limited to one day of rental coverage. GM...
Re: What Would You Do - 03/16 - 04/29/2016
Great response JANNIE19 & RCAMPBELL! After multiple inspections by the service manager, the front bumper fascia paint defect was handled as a warranty repair and the sunglass compartment (overhead console) was handled as customer enthusiasm. Kriste...
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: GM show car event claims - 05/26/2016
acartagena: Thank you for posting this unique inquiry! I reviewed the Service P & P and the Transportation, Vehicle Storage, and PDI P & P Manual without finding any written policy pertaining to this. Please follow up when you receive feedback from...
Re: GM show car event claims - 05/26/2016
... sending us a check to compensate. This is they way we were told to handle it. However, if your service department is asked to perform the same task, make sure you speak with the GM representative that is assigning the task to you. There is no written...
GM show car event claims - 05/24/2016
Hello, Recently GM has used our dealership to PDI vehicles and transport them to a car show event near by. My service manager believes we should be compensated for fuel and time to transport these vehicles. Has anyone every gone through this? And what...
Re: HOW DO I CODE THIS? - 08/21/2015
... GM guidelines for OLH require the technician get a pre-approval at time of repair from Service Manager for any OLH to hang additional parts. If it was not pre-approved and technician did the additional without any approval, GM will not pay the OLH. ...
Semi-repeat repair. - 08/11/2015
... system, they also checked the dye from last visit and found that the dye and oil are leaking. our service manager contacted his general manager at GM and they told him it looks like a repeat repair and he would have to debit the first one in June back...
Re: new global connect - 09/03/2015
... GlobalConnect has changed, as indicated within dmarfin's post. Important recall, stop delivery & service update information is posted on the GlobalConnect homepage within the Alerts section. ...
Re: GOODWILL CLAIM - 09/03/2015
KRISTEN WHERE AND HOW WOULD I SUBMIT THE DEDUCTIBLE SINCE IT IS A DEDUCTIBLE FOR AN AFTERMARKET SERVICE CONTRACT? THANKS
Re: Anyone have experience with processing 15067 for replacement tires? - 07/29/2015
... return the completed form with the tire(s) adjusted under the recall to the Goodyear Product Service Center. Additionally a ZFAT transaction must be submitted in GWM to close the recall. Labor operation 9101302 Tire Inspection and/or Replacement Co...
Re: Closest Available Labor Operation - 07/13/2015
... without it being the closest to, but with it being the actual labor code. I have seen technical service bulletins with replace labor codes when all the tsb calls for is a resecuring of a part. My most common use of "closest to" labor codes occurs when...
Re: Question regarding technician documentation - 07/22/2015
Policy & Procedure Article 3.3.1 (Vehicle History File) states that the service agent must maintain a complete & accurate vehicle history file. The file may be in the form of a paper file that includes the shop copy of the job card or an electronic vehicle...
Re: Closest Available Labor Operation - 07/09/2015
cnkraemer - I understand your service manager's hesitation. While use of OLH for a closest to op isn't new, many dealers are not familiar with the policy. We, at jlwarranty, handle closest to operations with OLH routinely for our dealer customers....
Re: Closest Too Labor Op claims - 03/03/2015
Hello! The information regarding closest to labor operations & time submission is found in the Service P&P Article 4.1.1. Keep in mind that the transaction must be authorized for OLH and time documented. If the time submitted in OLH exceeds your empowerment,...
Re: Special Policy with a Blocked Title - 04/28/2015
I agree. I found some information about special policy and blocked title in the Service P&P manual 6.1 under the Special Coverage Adjustments' title Hope this helps
Forum - 02/06/2017
... topics include: Global Warranty Management Submission, IVH (Investigate Vehicle History), and Service Management Approvals and Authorizations, to name few. ...
Forum - 02/14/2017
... oil, transmission fluid, coolant, DEF fluid (diesel applications), Optikleen are added during PDI, Service Agent is entitled to only the corresponding amount for the material plus parts handling allowance. Labor is already included in the PDI time. ...
Forum - 12/15/2016
... how else we would do it. Like I said, you'll come up with a way that works for your service department. This works for us so I don't see making any changes to it. I think it's easier to fix things before the paperwork is closed...
Forum - 12/09/2016
... transactions that contain invalid battery test code, transactions showing that proper battery service procedures were not followed, and transactions containing an invalid or duplicate transmission flush code. As with the prior "round" of debits, if you...
Forum - 01/23/2017
Well I should report back on what I have learned and the response I received. First of all, my service manager took the request very well and appreciated that after 5 years of not receiving a raise and that being told that .50/hour was going...
Forum - 01/18/2017
... part for labor code 8467352. Error 028 : Car rental days 08 exceeds the maximum allowed for Service Agent. Error 076 : The Miscellaneous net item amount exceeds the allowance for labour code 8467352. Error 243 : Reject 068 cannot be authorized and must...
Forum - 09/30/2016
Thanks for the inquiry CarolRoyal...very good question! Did 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...
Forum - 10/06/2016
Thanks cnkraemer for the feedback! CarolRoyal: how did you proceed with this service regeneration transaction?
Forum - 10/24/2016
... transactions containing invalid battery GR8 test codes, transactions showing that proper battery service procedures were not followed, and transactions containing an invalid or duplicate TransFlow transmission flush code. The message referenced bulletins...
What Would You Do - 12/16 - 11/29/2016
... dealers are required to replace the high pressure fuel pump.The warranty administrator reviewed Service Policies & Procedures Article 6.1.11 which states: if a customer has incurred repair expense to have a condition corrected before a product field...
Forum - 05/10/2017
... healthcare premiums/deductibles and I was tired of working harder for less. Luckily my service manager understood my position and supported me in this. I also told the GM that the yeary rise in the labor rate would be my raise. ...
Forum - 05/30/2017
... and verified by management before it is added to the job card. If the repair is necessary, 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...
Forum - 04/20/2017
I have a follow up question that falls in the same line as this chain...I have an RO that the vehicle came in for a Service Side Detection Message was on. Our tech ultimately replaced both the left and right side modules. Neither module would...
Clarification on closest labor op please! - 07/14/2017
... labor op shouldn't be used. It says: "The labor code description is the same as the service information procedure description therefore it clearly identifies the repair steps that were performed for the specific component. Although “Replacement”...
Forum - 07/14/2017
... Practice to document the use of a closest to labor operation - as many of you currently are doing. Service management is not required to authorize transactions with closest to operations. ...
Forum - 06/05/2017
From the May 2017 edition of the Warranty News - Service Agent Self-Review Process Revision Fixed Observation Status (aka Observation Period F): 90 days•Dealers that move out of periods 1 or 2, transition into Fixed Observation status Each month,...
... system, they also checked the dye from last visit and found that the dye and oil are leaking. our service manager contacted his general manager at GM and they told him it looks like a repeat repair and he would have to debit the first one in June back...
Re: new global connect - 09/03/2015
... GlobalConnect has changed, as indicated within dmarfin's post. Important recall, stop delivery & service update information is posted on the GlobalConnect homepage within the Alerts section. ...
Re: GOODWILL CLAIM - 09/03/2015
KRISTEN WHERE AND HOW WOULD I SUBMIT THE DEDUCTIBLE SINCE IT IS A DEDUCTIBLE FOR AN AFTERMARKET SERVICE CONTRACT? THANKS
Re: Anyone have experience with processing 15067 for replacement tires? - 07/29/2015
... return the completed form with the tire(s) adjusted under the recall to the Goodyear Product Service Center. Additionally a ZFAT transaction must be submitted in GWM to close the recall. Labor operation 9101302 Tire Inspection and/or Replacement Co...
Re: Closest Available Labor Operation - 07/13/2015
... without it being the closest to, but with it being the actual labor code. I have seen technical service bulletins with replace labor codes when all the tsb calls for is a resecuring of a part. My most common use of "closest to" labor codes occurs when...
Re: Question regarding technician documentation - 07/22/2015
Policy & Procedure Article 3.3.1 (Vehicle History File) states that the service agent must maintain a complete & accurate vehicle history file. The file may be in the form of a paper file that includes the shop copy of the job card or an electronic vehicle...
Re: Closest Available Labor Operation - 07/09/2015
cnkraemer - I understand your service manager's hesitation. While use of OLH for a closest to op isn't new, many dealers are not familiar with the policy. We, at jlwarranty, handle closest to operations with OLH routinely for our dealer customers....
Re: Closest Too Labor Op claims - 03/03/2015
Hello! The information regarding closest to labor operations & time submission is found in the Service P&P Article 4.1.1. Keep in mind that the transaction must be authorized for OLH and time documented. If the time submitted in OLH exceeds your empowerment,...
Re: Special Policy with a Blocked Title - 04/28/2015
I agree. I found some information about special policy and blocked title in the Service P&P manual 6.1 under the Special Coverage Adjustments' title Hope this helps
Forum - 02/06/2017
... topics include: Global Warranty Management Submission, IVH (Investigate Vehicle History), and Service Management Approvals and Authorizations, to name few. ...
Forum - 02/14/2017
... oil, transmission fluid, coolant, DEF fluid (diesel applications), Optikleen are added during PDI, Service Agent is entitled to only the corresponding amount for the material plus parts handling allowance. Labor is already included in the PDI time. ...
Forum - 12/15/2016
... how else we would do it. Like I said, you'll come up with a way that works for your service department. This works for us so I don't see making any changes to it. I think it's easier to fix things before the paperwork is closed...
Forum - 12/09/2016
... transactions that contain invalid battery test code, transactions showing that proper battery service procedures were not followed, and transactions containing an invalid or duplicate transmission flush code. As with the prior "round" of debits, if you...
Forum - 01/23/2017
Well I should report back on what I have learned and the response I received. First of all, my service manager took the request very well and appreciated that after 5 years of not receiving a raise and that being told that .50/hour was going...
Forum - 01/18/2017
... part for labor code 8467352. Error 028 : Car rental days 08 exceeds the maximum allowed for Service Agent. Error 076 : The Miscellaneous net item amount exceeds the allowance for labour code 8467352. Error 243 : Reject 068 cannot be authorized and must...
Forum - 09/30/2016
Thanks for the inquiry CarolRoyal...very good question! Did 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...
Forum - 10/06/2016
Thanks cnkraemer for the feedback! CarolRoyal: how did you proceed with this service regeneration transaction?
Forum - 10/24/2016
... transactions containing invalid battery GR8 test codes, transactions showing that proper battery service procedures were not followed, and transactions containing an invalid or duplicate TransFlow transmission flush code. The message referenced bulletins...
What Would You Do - 12/16 - 11/29/2016
... dealers are required to replace the high pressure fuel pump.The warranty administrator reviewed Service Policies & Procedures Article 6.1.11 which states: if a customer has incurred repair expense to have a condition corrected before a product field...
Forum - 05/10/2017
... healthcare premiums/deductibles and I was tired of working harder for less. Luckily my service manager understood my position and supported me in this. I also told the GM that the yeary rise in the labor rate would be my raise. ...
Forum - 05/30/2017
... and verified by management before it is added to the job card. If the repair is necessary, 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...
Forum - 04/20/2017
I have a follow up question that falls in the same line as this chain...I have an RO that the vehicle came in for a Service Side Detection Message was on. Our tech ultimately replaced both the left and right side modules. Neither module would...
Clarification on closest labor op please! - 07/14/2017
... labor op shouldn't be used. It says: "The labor code description is the same as the service information procedure description therefore it clearly identifies the repair steps that were performed for the specific component. Although “Replacement”...
Forum - 07/14/2017
... Practice to document the use of a closest to labor operation - as many of you currently are doing. Service management is not required to authorize transactions with closest to operations. ...
Forum - 06/05/2017
From the May 2017 edition of the Warranty News - Service Agent Self-Review Process Revision Fixed Observation Status (aka Observation Period F): 90 days•Dealers that move out of periods 1 or 2, transition into Fixed Observation status Each month,...
Forum - 06/06/2017
... the situation on the job card - repair previously performed at another dealership on 4/1/2017 with service management authorization. Supporting documentation may include a copy of the "View Vehicle Transaction History Detail" from IVH (or Consultant...
What Would You Do - 07/17 - 06/19/2017
... management OLH authorization is indicated at 10:00 am on 5/18/17 for extensive diagnosis. How should the dealership proceed with this rejected transaction? ...
Re: WARRANTY SUPPORT ON NON GM CAR LINES ?? - 09/28/2012
We do offer warranty claims administration for certain vehicle lines beyond GM. Our other products and services are limited to GM warranty. The jlwarranty community does provide an Other Manufacturer's forum for tips and advice from other dealers like...
Re: ADP Drive vs. Reynolds and Reynolds - 07/02/2013
... paid and what internal paid. It is all on one screen in a very logical, simple and orderly service process. I highly recommend R+R over ADP any day of the week and twice on Sunday. Your dealer Principle will have to hire three additional employees...
Curious...anyone recently debited for vague information in correction lines? - 07/03/2013
I have only been at my current dealer for almost a year and I am typically pretty detail oriented. We got a new service manager recently who wants to challenge me whenever I tell him I need more information from the technicans. I had a Job Card that...
Any new idea's - 04/19/2013
What creative accounting measures can be taken to balance out the labor losses on CPO Maint claims ? What are other Service Agents doing ? CPO pays $ 30 for Standard LOF , $ 35 for Dexos and $ 60 for Synth and Diesel. There is always a labor loss...
Other Labor Hours in ADP - 08/09/2013
We are using ADP for our DMS. I'm told that there is a 'module', or some such, that allows the Service Manager to put techs to work, to record their time as "OLH". No one here, knows for sure, if we even have that capability in our system, or not. Anyone...
SOMETHING'S MISSING ON 2013 SONIC PDI HELP CARD - 08/13/2013
DEAR J & L THE HELP CARDS FOR 2013 CAR (SONIC SPECIFICALLY) HAS MISSING INFORMATION THIS IS FROM GM SERVICE INFORMATION (8/8/2013) 0590032 PDI - Dealer Installed - Factory Invoiced Options Effective Date: Aug 1, 2013 LABOR CODE: 0590032 To Install...
Re: GMPP MAINTENANCE LOPS - 05/20/2013
I found them in Service Information, I just built a random vehicle and then searched for "smart care". M0017 is now 0610103 (LOF $35+) M0021 is 0610123 (rotate)
SOMETHING'S MISSING FROM HELP CARD FOR PDI'S - 07/23/2013
I just noticed that this is missing from the J&L WARRANTY'S help card for the 2014 Silverado PDI list: To Install Rear Wheelhouse Liners (S41) ADD TIME: 0.4 This is still listed in GM's Service Information for the PDI.
Re: GMPP ROADSIDE TOWING - 01/23/2013
THANKS FOR YOR REPLY CONNY,GLB STILL DOESNT LIKE M2020 Error 825 : Labor code M2020 is not covered by service contract or special coverage. Error 078 : Net Item Towing is not allowed for labour code M2020. Error 243 : Reject 078 cannot be authorized...
Re: ACCESSORY INSTALLS - 02/11/2015
... correct category of accessory ie 0510522 for exhaust tip installation. Type of claim is a ZSET for service event transaction. and INOP for transaction category and enter the repair completion date. Pressing enter will take you to the Parts info screen,...
Re: What Would You Do - 02/15 - 02/19/2015
... 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 what happened to the customer or car on the day the tow company arrived to pick...
2015 Option C Labor Rate Increase - 12/24/2014
... will receive a 2.5% labor rate increase. The new rate will be posted in GWM under the View Service Agent Profile link by selecting Labor Rates effective 1-1-2015. Your DSP software labor rate table must be updated prior to start of business on 1-...
Re: What Would You Do - 03/14 - 07/07/2014
... Fee Coverage labour operation, 0600108, and submitted with base labour of 1.0 hour. The Service Request number was entered in the Reference Field of the transaction and submitted for payment. The claim was accepted. Kristen/jlwarranty...
Re: Ignition Recall Towing - 07/16/2014
... YOU MUST CALL A SPECIAL NUMBER SPECIFICALLY FOR THIS: 1-855-381-5826 IF THEY USE ANOTHER TOWING SERVICE DBC TOLD ME THAT THEY WOULD NOT COVER A TOW. CUSTOMER ARE TOWED AT NO CHARGE PER GM MESSAGE G_0000187705 FROM 03/17/2014...
Submitting GMPP Customer's Deductible in ADP, PMT. - 03/05/2014
... with deductible, 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...
Re: part replacement - 03/10/2014
The failed component would be covered under the Service Agent Parts and Accessories Warranty, 12 months/unlimited miles. Reference Policies & Procedures Manual Article 1.1.3.1. Kristen/jlwarranty
Re: Business Choice - 11/20/2013
The Business Maintenance Plan Program Guidelines, found in message G_0000158334, support the following covered services: lube, oil, filter change and single rear wheel tire rotation. **Dual rear wheel tire rotation may be eligible at the dealer's discretion,...
Incorrect/unclear part description makes it hard to look an Op Code. - 09/04/2013
The following is a message I have sent to ADP's "Service Connect", if this is a concern of yours, also, I invite you to make the same request. Message sent... "Would it be possible to have the part description that is transfered to the dealership's...
Re: Z2262 - 09/12/2013
The Cadillac Premium Care Maintenance Program applies only for services performed at a participating Cadillac dealership. Program information may be found in the program guide which is available in GlobalConnect within the Policies, Procedures and Guides...
Re: Little Tiggers - 09/13/2013
... the truck/cars.... One day a vehicle came in, we discovered there was a kitten stuck in it and our Service Advisor (female) pulled it out with our whole (male) shop looking on (none of them volunteered to do it!) It bit and scratched her as it was scared...
Re: bulletin number - 06/15/2011
Documentation pertaining to maintenance items not covered by warranty may be found in the Service Policies and Procedures Manual Article 1.2.2.4. Excerpt from P&P: wiper inserts are covered up to the first maintenance inspection period outlined in the...
Re: Tonneau cover opcode - 06/17/2011
... and it paid. What is everyone else's dealership process when installing accessories? Does the service department print off a copy for submission? Does the part department submit them? Just wondering how to prevent this from happening again....
"NEW" SPECIAL COVERAGE ADJ #10054 - 08/11/2011
Has anyone read thru this new Special Coverage.... (only paying 50% ?????) The section on vehicles covered by Vehicle Service Contract (50% only) CONFUSED !!!!!! Does the Special Coverage pay 50% off bottom line - what if cust has deduct, how does...
... the situation on the job card - repair previously performed at another dealership on 4/1/2017 with service management authorization. Supporting documentation may include a copy of the "View Vehicle Transaction History Detail" from IVH (or Consultant...
What Would You Do - 07/17 - 06/19/2017
... management OLH authorization is indicated at 10:00 am on 5/18/17 for extensive diagnosis. How should the dealership proceed with this rejected transaction? ...
Re: WARRANTY SUPPORT ON NON GM CAR LINES ?? - 09/28/2012
We do offer warranty claims administration for certain vehicle lines beyond GM. Our other products and services are limited to GM warranty. The jlwarranty community does provide an Other Manufacturer's forum for tips and advice from other dealers like...
Re: ADP Drive vs. Reynolds and Reynolds - 07/02/2013
... paid and what internal paid. It is all on one screen in a very logical, simple and orderly service process. I highly recommend R+R over ADP any day of the week and twice on Sunday. Your dealer Principle will have to hire three additional employees...
Curious...anyone recently debited for vague information in correction lines? - 07/03/2013
I have only been at my current dealer for almost a year and I am typically pretty detail oriented. We got a new service manager recently who wants to challenge me whenever I tell him I need more information from the technicans. I had a Job Card that...
Any new idea's - 04/19/2013
What creative accounting measures can be taken to balance out the labor losses on CPO Maint claims ? What are other Service Agents doing ? CPO pays $ 30 for Standard LOF , $ 35 for Dexos and $ 60 for Synth and Diesel. There is always a labor loss...
Other Labor Hours in ADP - 08/09/2013
We are using ADP for our DMS. I'm told that there is a 'module', or some such, that allows the Service Manager to put techs to work, to record their time as "OLH". No one here, knows for sure, if we even have that capability in our system, or not. Anyone...
SOMETHING'S MISSING ON 2013 SONIC PDI HELP CARD - 08/13/2013
DEAR J & L THE HELP CARDS FOR 2013 CAR (SONIC SPECIFICALLY) HAS MISSING INFORMATION THIS IS FROM GM SERVICE INFORMATION (8/8/2013) 0590032 PDI - Dealer Installed - Factory Invoiced Options Effective Date: Aug 1, 2013 LABOR CODE: 0590032 To Install...
Re: GMPP MAINTENANCE LOPS - 05/20/2013
I found them in Service Information, I just built a random vehicle and then searched for "smart care". M0017 is now 0610103 (LOF $35+) M0021 is 0610123 (rotate)
SOMETHING'S MISSING FROM HELP CARD FOR PDI'S - 07/23/2013
I just noticed that this is missing from the J&L WARRANTY'S help card for the 2014 Silverado PDI list: To Install Rear Wheelhouse Liners (S41) ADD TIME: 0.4 This is still listed in GM's Service Information for the PDI.
Re: GMPP ROADSIDE TOWING - 01/23/2013
THANKS FOR YOR REPLY CONNY,GLB STILL DOESNT LIKE M2020 Error 825 : Labor code M2020 is not covered by service contract or special coverage. Error 078 : Net Item Towing is not allowed for labour code M2020. Error 243 : Reject 078 cannot be authorized...
Re: ACCESSORY INSTALLS - 02/11/2015
... correct category of accessory ie 0510522 for exhaust tip installation. Type of claim is a ZSET for service event transaction. and INOP for transaction category and enter the repair completion date. Pressing enter will take you to the Parts info screen,...
Re: What Would You Do - 02/15 - 02/19/2015
... 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 what happened to the customer or car on the day the tow company arrived to pick...
2015 Option C Labor Rate Increase - 12/24/2014
... will receive a 2.5% labor rate increase. The new rate will be posted in GWM under the View Service Agent Profile link by selecting Labor Rates effective 1-1-2015. Your DSP software labor rate table must be updated prior to start of business on 1-...
Re: What Would You Do - 03/14 - 07/07/2014
... Fee Coverage labour operation, 0600108, and submitted with base labour of 1.0 hour. The Service Request number was entered in the Reference Field of the transaction and submitted for payment. The claim was accepted. Kristen/jlwarranty...
Re: Ignition Recall Towing - 07/16/2014
... YOU MUST CALL A SPECIAL NUMBER SPECIFICALLY FOR THIS: 1-855-381-5826 IF THEY USE ANOTHER TOWING SERVICE DBC TOLD ME THAT THEY WOULD NOT COVER A TOW. CUSTOMER ARE TOWED AT NO CHARGE PER GM MESSAGE G_0000187705 FROM 03/17/2014...
Submitting GMPP Customer's Deductible in ADP, PMT. - 03/05/2014
... with deductible, 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...
Re: part replacement - 03/10/2014
The failed component would be covered under the Service Agent Parts and Accessories Warranty, 12 months/unlimited miles. Reference Policies & Procedures Manual Article 1.1.3.1. Kristen/jlwarranty
Re: Business Choice - 11/20/2013
The Business Maintenance Plan Program Guidelines, found in message G_0000158334, support the following covered services: lube, oil, filter change and single rear wheel tire rotation. **Dual rear wheel tire rotation may be eligible at the dealer's discretion,...
Incorrect/unclear part description makes it hard to look an Op Code. - 09/04/2013
The following is a message I have sent to ADP's "Service Connect", if this is a concern of yours, also, I invite you to make the same request. Message sent... "Would it be possible to have the part description that is transfered to the dealership's...
Re: Z2262 - 09/12/2013
The Cadillac Premium Care Maintenance Program applies only for services performed at a participating Cadillac dealership. Program information may be found in the program guide which is available in GlobalConnect within the Policies, Procedures and Guides...
Re: Little Tiggers - 09/13/2013
... the truck/cars.... One day a vehicle came in, we discovered there was a kitten stuck in it and our Service Advisor (female) pulled it out with our whole (male) shop looking on (none of them volunteered to do it!) It bit and scratched her as it was scared...
Re: bulletin number - 06/15/2011
Documentation pertaining to maintenance items not covered by warranty may be found in the Service Policies and Procedures Manual Article 1.2.2.4. Excerpt from P&P: wiper inserts are covered up to the first maintenance inspection period outlined in the...
Re: Tonneau cover opcode - 06/17/2011
... and it paid. What is everyone else's dealership process when installing accessories? Does the service department print off a copy for submission? Does the part department submit them? Just wondering how to prevent this from happening again....
"NEW" SPECIAL COVERAGE ADJ #10054 - 08/11/2011
Has anyone read thru this new Special Coverage.... (only paying 50% ?????) The section on vehicles covered by Vehicle Service Contract (50% only) CONFUSED !!!!!! Does the Special Coverage pay 50% off bottom line - what if cust has deduct, how does...
Re: - 08/11/2011
... miles (193,000 km), whichever occurs first, from the date the vehicle was originally placed in service, regardless of ownership. Dealers are to install a new design fuel level sensor. GM will pay 50% of eligible repair expenses, (parts and labor) and...
Re: Goodwill for radio - 07/22/2011
... at time of part order and provide the name of the person authorizing the goodwill. Electronic Service Centers are not able to change transactions from customer pay to goodwill after the part order has been submitted. ...
Re: Business Choice - 09/16/2011
... to do with it - running boards, bedliner, tool box, rail protectors They are being dumped on our service advisors to write up a (Warranty Job Card ????) & they are using SI times as if coming thru with PDI Any help/suggestion where to get detail on...
Re: Wheel Alignment Questionnaire - 09/06/2011
... prints funny when printed with the bulletin. I have looked in the Pol/Proced manual as well as the Service forms with no luck, any help? [/quote] Sometimes I need a form that is in one of the bulletins and have trouble printing it correctly as well....
Re: Pre-Delivery Inspections and the detail department - 09/07/2011
... Our detailers pay doesn't have anything to do with the PDI. Having said that, if YOU are the service manager, you can pretty much flag your PDI tech whatever you decide and allocate monies from wherever you choose. Just saying........
Re: 2010 TAHOE - RECALIBRATED HVAC - 10/05/2011
... steps to retrieve the code. Open up TIS on computer used to program the vehicle Select and start "Service Programming System (SPS)" Select "Settings" Select "Warranty Claim Code" tab...
CURIOUS ABOUT PAY - 12/19/2011
... 20K A YEAR (OR USUALLY DO BUT THIS YEAR I HAVE BEEN RECIEVING LOTS OF OVERTIME B.C THE MAZDA/VOLVO SERVICE MANAGER IS GONE AND I HAVE BEEN DOING HER JOB + MINE + HELPING IN PARTS + HELPING IN CASHIERING) AND WILL MAYBE HIT 23K THIS YEAR WITH ALL THE...
CURIOUS ABOUT PAY - 12/19/2011
... 20K A YEAR (OR USUALLY DO BUT THIS YEAR I HAVE BEEN RECIEVING LOTS OF OVERTIME B.C THE MAZDA/VOLVO SERVICE MANAGER IS GONE AND I HAVE BEEN DOING HER JOB + MINE + HELPING IN PARTS + HELPING IN CASHIERING) AND WILL MAYBE HIT 23K THIS YEAR WITH ALL THE...
Re: CUST $100 MAINT CREDIT FROM GM - 12/22/2011
... Smart Care - A complimentary plan providing basic lube, oil, filter and tire rotation maintenance service for GM recommended time and mileage intervals. • Component Coverage Letter (CCL) - Issued by CAC to extend coverage of a designated vehicle...
Re: GWM - 01/18/2012
[quote] MARKC: Yes, but notice it says DMS INTERACTIVE services. Under the additional details section it states: Dealers can continue to submit transactions via their DMS batch process, however, they will not know the results of their submissions (accepted...
Re: Rental days? - 03/13/2012
[quote] MARKC: I believe anything 3 days or over the service mgr has to authorize with signature on RO, but we can submit for up to 5 days without H-routing. [/quote] Guess I should have been more specific about authorization.... Mark is correct. Review...
re: "Problems Encountered during financial posting" - 02/02/2012
[quote] conny: must not be the same labor ops for all dealers, mine are Z2367 for lof and Z2365 for $20 off service. there are so many i have to stay on top of these too... [/quote] I've noticed Chevy, Buick, GMC & Pontiac all have different Z ops for...
Re: Transportation Damage Submissions - 02/06/2012
... hours or in excess of 1.0 hour of frame repair time can only be authorized by the General Motors. Service Agents should contact GM Dealer Business Center New Vehicle Damage prior to proceeding with repairs. *Carrier, carrier's insurance agent, or...
Re: Sheet metal repair - 05/24/2012
... get dinged up enroute. I found this in the archives G_0000106385 I think its' what your Service Manager was talking about. Hope it helps...
Re: Recall 12045 and Lock Cylinder Coding - 05/31/2012
It's part of the service procedure, and included in the time. 1. Remove the ignition lock cylinder. Refer to Ignition Lock Cylinder Replacement in SI. Note: For ignition lock cylinder assembly and coding, use the instructions provided with the new...
Re: GM Tire Program - 04/12/2012
... request. When filling out the first section it asks what claim type the repair is, and ZPTI (Service Agent Install) is there. I would choose that & proceed like a normal tire pre-auth request. Hold the claim until it is accepted, send back tires if...
Re: LABOR ONLY OPS AND LABOR DEPENDANCY FIELD - 04/26/2012
... system said "Accepted", anyway. Also, the bulletin describing the "Wiring Repair" stated that some Service Agents won't have this access right away. HTH, EJ...
CBG Certified Pre-Owned Limited (VS) Bulbs - 04/11/2012
... the "N" labor ops - it does list #N0760 So I tried to H-route as stated --but-- kicks back under service agent auth ?????? What am i not seeing ???? Any help - greatly appreciated...
Re: 2009 Chev Aveo - 03/23/2012
... Coolants and Fluids Brake Pads/ Linings Wiper Inserts Clutch Linings Limited Slip Rear Axle Service Keyless Entry (or any remote transmitter/receiver batteries)* Tire Rotation Audio System Cleaning Wheel Alignment/ Balance** These items are...
"NEW" LABOR CODES" - 10/20/2011
Did I miss something? What's with the new longer labor ops or codes listed in the LTG? Now I have a service advisor using them! See example: N0110 Battery Replacement Effective Date: Oct 1, 2011 LABOR CODE: N000500 Note Note: Claims...
Special Policy 10240 with collateral damage - 07/29/2011
... & now I'm getting a reject for the following: Reject 825: Labor code T5817 is not covered by service contract or special coverage Reject 072: Total parts amount exceeds the allowance for labor code T5817 Reject 243: Reject 825 cannot be authorized and...
Re: Warranty on vehicle for sale - 05/20/2011
... Under no circumstances are used vehicles being traded, purchased from the GM Auction,or in Service Agent inventory eligible for goodwill adjustment repairs. --Depends on what your repair is for--if it is a mechanical defect (water pump, intake gaskets,...
Re: Enhanced Chevy and Buick /GMC courtesty trasporation program - 01/09/2014
... 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 or $21 for a same day repair -A Daily...
Re: closest to labor ops - 08/08/2014
... Enter the labour time for the repair in the other labour hours field. (Must be authorized by service management) This time must be separately time punched by the technician...with the time claimed supported by the time punches. While not a requirement,...
What Would You Do - 03/15 - 02/23/2015
... a few error messages. - Error 030: customer reimbursement amount exceeds maximum allowed for service agent - Error 085: net item total requested exceeds net item ceiling for 9100822 - Error 131: customer reimbursement was requested previously on same...
... miles (193,000 km), whichever occurs first, from the date the vehicle was originally placed in service, regardless of ownership. Dealers are to install a new design fuel level sensor. GM will pay 50% of eligible repair expenses, (parts and labor) and...
Re: Goodwill for radio - 07/22/2011
... at time of part order and provide the name of the person authorizing the goodwill. Electronic Service Centers are not able to change transactions from customer pay to goodwill after the part order has been submitted. ...
Re: Business Choice - 09/16/2011
... to do with it - running boards, bedliner, tool box, rail protectors They are being dumped on our service advisors to write up a (Warranty Job Card ????) & they are using SI times as if coming thru with PDI Any help/suggestion where to get detail on...
Re: Wheel Alignment Questionnaire - 09/06/2011
... prints funny when printed with the bulletin. I have looked in the Pol/Proced manual as well as the Service forms with no luck, any help? [/quote] Sometimes I need a form that is in one of the bulletins and have trouble printing it correctly as well....
Re: Pre-Delivery Inspections and the detail department - 09/07/2011
... Our detailers pay doesn't have anything to do with the PDI. Having said that, if YOU are the service manager, you can pretty much flag your PDI tech whatever you decide and allocate monies from wherever you choose. Just saying........
Re: 2010 TAHOE - RECALIBRATED HVAC - 10/05/2011
... steps to retrieve the code. Open up TIS on computer used to program the vehicle Select and start "Service Programming System (SPS)" Select "Settings" Select "Warranty Claim Code" tab...
CURIOUS ABOUT PAY - 12/19/2011
... 20K A YEAR (OR USUALLY DO BUT THIS YEAR I HAVE BEEN RECIEVING LOTS OF OVERTIME B.C THE MAZDA/VOLVO SERVICE MANAGER IS GONE AND I HAVE BEEN DOING HER JOB + MINE + HELPING IN PARTS + HELPING IN CASHIERING) AND WILL MAYBE HIT 23K THIS YEAR WITH ALL THE...
CURIOUS ABOUT PAY - 12/19/2011
... 20K A YEAR (OR USUALLY DO BUT THIS YEAR I HAVE BEEN RECIEVING LOTS OF OVERTIME B.C THE MAZDA/VOLVO SERVICE MANAGER IS GONE AND I HAVE BEEN DOING HER JOB + MINE + HELPING IN PARTS + HELPING IN CASHIERING) AND WILL MAYBE HIT 23K THIS YEAR WITH ALL THE...
Re: CUST $100 MAINT CREDIT FROM GM - 12/22/2011
... Smart Care - A complimentary plan providing basic lube, oil, filter and tire rotation maintenance service for GM recommended time and mileage intervals. • Component Coverage Letter (CCL) - Issued by CAC to extend coverage of a designated vehicle...
Re: GWM - 01/18/2012
[quote] MARKC: Yes, but notice it says DMS INTERACTIVE services. Under the additional details section it states: Dealers can continue to submit transactions via their DMS batch process, however, they will not know the results of their submissions (accepted...
Re: Rental days? - 03/13/2012
[quote] MARKC: I believe anything 3 days or over the service mgr has to authorize with signature on RO, but we can submit for up to 5 days without H-routing. [/quote] Guess I should have been more specific about authorization.... Mark is correct. Review...
re: "Problems Encountered during financial posting" - 02/02/2012
[quote] conny: must not be the same labor ops for all dealers, mine are Z2367 for lof and Z2365 for $20 off service. there are so many i have to stay on top of these too... [/quote] I've noticed Chevy, Buick, GMC & Pontiac all have different Z ops for...
Re: Transportation Damage Submissions - 02/06/2012
... hours or in excess of 1.0 hour of frame repair time can only be authorized by the General Motors. Service Agents should contact GM Dealer Business Center New Vehicle Damage prior to proceeding with repairs. *Carrier, carrier's insurance agent, or...
Re: Sheet metal repair - 05/24/2012
... get dinged up enroute. I found this in the archives G_0000106385 I think its' what your Service Manager was talking about. Hope it helps...
Re: Recall 12045 and Lock Cylinder Coding - 05/31/2012
It's part of the service procedure, and included in the time. 1. Remove the ignition lock cylinder. Refer to Ignition Lock Cylinder Replacement in SI. Note: For ignition lock cylinder assembly and coding, use the instructions provided with the new...
Re: GM Tire Program - 04/12/2012
... request. When filling out the first section it asks what claim type the repair is, and ZPTI (Service Agent Install) is there. I would choose that & proceed like a normal tire pre-auth request. Hold the claim until it is accepted, send back tires if...
Re: LABOR ONLY OPS AND LABOR DEPENDANCY FIELD - 04/26/2012
... system said "Accepted", anyway. Also, the bulletin describing the "Wiring Repair" stated that some Service Agents won't have this access right away. HTH, EJ...
CBG Certified Pre-Owned Limited (VS) Bulbs - 04/11/2012
... the "N" labor ops - it does list #N0760 So I tried to H-route as stated --but-- kicks back under service agent auth ?????? What am i not seeing ???? Any help - greatly appreciated...
Re: 2009 Chev Aveo - 03/23/2012
... Coolants and Fluids Brake Pads/ Linings Wiper Inserts Clutch Linings Limited Slip Rear Axle Service Keyless Entry (or any remote transmitter/receiver batteries)* Tire Rotation Audio System Cleaning Wheel Alignment/ Balance** These items are...
"NEW" LABOR CODES" - 10/20/2011
Did I miss something? What's with the new longer labor ops or codes listed in the LTG? Now I have a service advisor using them! See example: N0110 Battery Replacement Effective Date: Oct 1, 2011 LABOR CODE: N000500 Note Note: Claims...
Special Policy 10240 with collateral damage - 07/29/2011
... & now I'm getting a reject for the following: Reject 825: Labor code T5817 is not covered by service contract or special coverage Reject 072: Total parts amount exceeds the allowance for labor code T5817 Reject 243: Reject 825 cannot be authorized and...
Re: Warranty on vehicle for sale - 05/20/2011
... Under no circumstances are used vehicles being traded, purchased from the GM Auction,or in Service Agent inventory eligible for goodwill adjustment repairs. --Depends on what your repair is for--if it is a mechanical defect (water pump, intake gaskets,...
Re: Enhanced Chevy and Buick /GMC courtesty trasporation program - 01/09/2014
... 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 or $21 for a same day repair -A Daily...
Re: closest to labor ops - 08/08/2014
... Enter the labour time for the repair in the other labour hours field. (Must be authorized by service management) This time must be separately time punched by the technician...with the time claimed supported by the time punches. While not a requirement,...
What Would You Do - 03/15 - 02/23/2015
... a few error messages. - Error 030: customer reimbursement amount exceeds maximum allowed for service agent - Error 085: net item total requested exceeds net item ceiling for 9100822 - Error 131: customer reimbursement was requested previously on same...
Re: What Would You Do - 03/15 - 02/24/2015
... a few error messages. - Error 030: customer reimbursement amount exceeds maximum allowed for service agent - Error 085: net item total requested exceeds net item ceiling for 9100822 - Error 131: customer reimbursement was requested previously on same...
Closest Too Labor Op claims - 03/03/2015
... method of time recording. o A technician may only be working and clocked on to one vehicle per service event. o When using a "closest to" labour code, a time recording must be documented to validate the time claimed. The time claimed must be submitted...
Re: reimbursement for special coverage - 04/15/2013
... be limited to the amount the repair would have cost if completed by an authorized General Motors Service Agent. Your transaction will be acted upon within 60 days of receipt. But it says may be limited to.... How do you determine the amount. We have...
Re: complimentary oil n filter change, tire rotation and 27 point insp.for anniversary - 09/26/2012
From Global Message G_0000095655: "For each valid Buick or GMC service coupon redeemed at your dealership by September 30, 2012, GM will reimburse your dealership $20 for conventional/dexos1 oil and $45 for diesel oil through the Global Warranty System....
Re: LABOR TIME FOR PREMIUM CARE MAINTENANCE PROGRAM ON 2013 CADILLAC XTS - 11/21/2012
... as an attachment to Global Message G_0000131410 (6/20/12) -archived. The guide includes covered services under the 2011-2013 model year Cadillac Premium Care Maintenance Program. Happy Thanksgiving! Kristen / jlwarranty...
Forum - 03/31/2017
... months/100,000 miles (parts) Parts and labor when sold over-the-counter to a qualified Independent Service Center (ISC). This is taken right from JL help cards for Parts Warranties. The middle block is for dealer installed assemblies and the...
Forum - 03/17/2017
VIN "cards" are available in SI: enter the year, make, model of vehicle select service manual / bulletins select general information select general information (again) select introduction select vehicle, engine and transmission id and vin location, derivative...
Re: What Would You Do - 04/15 - 04/14/2015
... move in any gear. Roadside Assistance was contacted and the vehicle was towed to the local service department. The technician determined the issue to be transmission related and tore it down for inspection. Once inspected, it was found that the front...
Re: CUSTOMER ENTHUSIASIM WARRANTY - 04/07/2015
The Service Agent Analysis Summary Report (in GWM) provides the dealer with the number of authorized transactions and % of total for the reporting month (which includes beyond warranty limits, exceeds OLH limit, part ceiling exceeded, etc). While it is...
What Would You Do - 04/15 - 03/26/2015
... move in any gear. Roadside Assistance was contacted and the vehicle was towed to the local service department. The technician determined the issue to be transmission related and tore it down for inspection. Once inspected, it was found that the front...
What Would You Do - 06/15 - 06/02/2015
... replaced components? Has your store received a charge back as a result of non-compliance to these service procedures? We look forward to your feedback in the June What Would You Do forum column. Your thoughts, advice, and perspective are very useful...
What Would You Do - 07/16 - 06/27/2016
... out, and submitted the transactions for payment. After review of the accepted transactions, service management noticed that the claims did not include any additional time for leak testing the cooling systems; the only time claimed was base time for...
Re: Transmission Types - 12/16/2015
You can also find it if you go into SI and load the vehicle yr/make/model. Go into Service Manuals/Bulletins Right under the search dropdown (where you select either document or title), click on RPO Code List. From there, find your transmission code (MH6,...
YOU MIGHT BE A WARRANTY ADMINISTRATOR IF... - 01/23/2008
... You won't give your kids their allowance unless they can show you time punches. 7. Your Area Service Manager calls you when they have a question. 8. You can decode handwriting that the world's best graphoanalyst would have no luck interpreting. 9....
Forum - 09/19/2007
... category. This claim should be filed with the first use of the tool and "H" routed to the Area Service Manager (DSM in Canada) for approval. As with any net amount claim, supporting documentation must be attached to the repair order. This allowance may...
Re: L-FRT DOOR PAINT / SUBLET TO BODY SHOP - 09/26/2008
... be no more than 10% more than what the labor time guide would pay. You might want to ask your area service rep for advice on this claim or possible the DBC. [/quote] Refer to Policy 1.5.8- The following policies apply for repairs sublet by dealer to...
Re: Warranty Wizard? - 01/29/2009
WE HAVE HAD IT FOR A REAL LONG TIME. BUT THE COMPANY IS AUTOMATIC DATA PROCESSING DEALER SERVICES DIVISION 10151 SE SUNNYSIDE ROAD CLACKAMAS, OREGON 97015-9765 OR ADP'S HAYES-LIGON 401 N. WASHINGTON STREET, SUITE 300 ROCKVILLE, MD 20850 800.523.8...
HAZARDOUS WASTE MANAGEMENT COST RECOVERY PROGRAM 2009 - 01/12/2009
I RECEIVED FROM MY GM REP TODAY A COPY FOR "COST RECOVERY FEES PER SERVICE" SUCH AS .... LOF $2.60 TRANS SRV $1.69 RADIATOR FLUSHES $6.92 BRAKE SRV $4.77 HEAVY LINE SRV $2.92 (NOT SURE WHAT THIS ONE IS) BATTERY SRV $1.03 HAS ANYONE ELSE RECEIVED - IS...
What Would You Do? 04/08 - 04/21/2008
... felt that the technician's notes and time documentation supported additional time. The service manager had also signed the repair order for the additional time incurred during the repair procedure. - Should the claim be processed using the power seat...
Re: Taking a Poll - 06/06/2008
... Cold calling, follow-up calling 8. Reynolds 9. Indiana 10. Part Time 11. Female 12. Yes, Office/Service/Parts and Sales Assist, Cold Calling, Follow-Up Calling, Cashier 13. Yes, One time would love to attend again! 14. Hourly...
Re: Taking a Poll - 06/10/2008
... Ohio, Northwest part of the state 10. Full time 11. female 12. follow up, back up for the service desk, cashier occasionally, time cards & tech time tickets, parts department back up 13. yes, and I loved it, want to go again! 14. Hourly (I would love...
Re: Same RO, 2 repair attempts - 03/04/2009
... use, value, or safety after a specified number of repair attempts; or • the vehicle is out of service for warranty repairs to correct defects for a specified number of days.... ...
Claim type B w/ vehicle in warranty. - 03/20/2009
... warranty, but looking in Claims Processing Manual I found this: "Claim Type "B" - Dealer Service Replacement Part and Accessory Warranty (U.S. and GMODC Only). This claim type should be used when a previously replaced/purchased part fails for...
Re: Global Warranty - 10/29/2009
... 29, 2010 thru the week of April 19, 2010 This will be a joint effort between GM and your Dealer Service Provider (DSP), where applicable. You will receive specific communications from GM as well as your DSP as the time approaches for your deployme...
Saturn Global Warranty Transaction Entry at a Non-Saturn Dealership - 02/18/2010
The following post comment was posed via email by a Warranty Community Member: "We are not a Saturn dealer but we service several Saturn vehicles because the nearest Saturn dealership is 42 miles away. I have a problem getting most of the Saturn repairs...
... a few error messages. - Error 030: customer reimbursement amount exceeds maximum allowed for service agent - Error 085: net item total requested exceeds net item ceiling for 9100822 - Error 131: customer reimbursement was requested previously on same...
Closest Too Labor Op claims - 03/03/2015
... method of time recording. o A technician may only be working and clocked on to one vehicle per service event. o When using a "closest to" labour code, a time recording must be documented to validate the time claimed. The time claimed must be submitted...
Re: reimbursement for special coverage - 04/15/2013
... be limited to the amount the repair would have cost if completed by an authorized General Motors Service Agent. Your transaction will be acted upon within 60 days of receipt. But it says may be limited to.... How do you determine the amount. We have...
Re: complimentary oil n filter change, tire rotation and 27 point insp.for anniversary - 09/26/2012
From Global Message G_0000095655: "For each valid Buick or GMC service coupon redeemed at your dealership by September 30, 2012, GM will reimburse your dealership $20 for conventional/dexos1 oil and $45 for diesel oil through the Global Warranty System....
Re: LABOR TIME FOR PREMIUM CARE MAINTENANCE PROGRAM ON 2013 CADILLAC XTS - 11/21/2012
... as an attachment to Global Message G_0000131410 (6/20/12) -archived. The guide includes covered services under the 2011-2013 model year Cadillac Premium Care Maintenance Program. Happy Thanksgiving! Kristen / jlwarranty...
Forum - 03/31/2017
... months/100,000 miles (parts) Parts and labor when sold over-the-counter to a qualified Independent Service Center (ISC). This is taken right from JL help cards for Parts Warranties. The middle block is for dealer installed assemblies and the...
Forum - 03/17/2017
VIN "cards" are available in SI: enter the year, make, model of vehicle select service manual / bulletins select general information select general information (again) select introduction select vehicle, engine and transmission id and vin location, derivative...
Re: What Would You Do - 04/15 - 04/14/2015
... move in any gear. Roadside Assistance was contacted and the vehicle was towed to the local service department. The technician determined the issue to be transmission related and tore it down for inspection. Once inspected, it was found that the front...
Re: CUSTOMER ENTHUSIASIM WARRANTY - 04/07/2015
The Service Agent Analysis Summary Report (in GWM) provides the dealer with the number of authorized transactions and % of total for the reporting month (which includes beyond warranty limits, exceeds OLH limit, part ceiling exceeded, etc). While it is...
What Would You Do - 04/15 - 03/26/2015
... move in any gear. Roadside Assistance was contacted and the vehicle was towed to the local service department. The technician determined the issue to be transmission related and tore it down for inspection. Once inspected, it was found that the front...
What Would You Do - 06/15 - 06/02/2015
... replaced components? Has your store received a charge back as a result of non-compliance to these service procedures? We look forward to your feedback in the June What Would You Do forum column. Your thoughts, advice, and perspective are very useful...
What Would You Do - 07/16 - 06/27/2016
... out, and submitted the transactions for payment. After review of the accepted transactions, service management noticed that the claims did not include any additional time for leak testing the cooling systems; the only time claimed was base time for...
Re: Transmission Types - 12/16/2015
You can also find it if you go into SI and load the vehicle yr/make/model. Go into Service Manuals/Bulletins Right under the search dropdown (where you select either document or title), click on RPO Code List. From there, find your transmission code (MH6,...
YOU MIGHT BE A WARRANTY ADMINISTRATOR IF... - 01/23/2008
... You won't give your kids their allowance unless they can show you time punches. 7. Your Area Service Manager calls you when they have a question. 8. You can decode handwriting that the world's best graphoanalyst would have no luck interpreting. 9....
Forum - 09/19/2007
... category. This claim should be filed with the first use of the tool and "H" routed to the Area Service Manager (DSM in Canada) for approval. As with any net amount claim, supporting documentation must be attached to the repair order. This allowance may...
Re: L-FRT DOOR PAINT / SUBLET TO BODY SHOP - 09/26/2008
... be no more than 10% more than what the labor time guide would pay. You might want to ask your area service rep for advice on this claim or possible the DBC. [/quote] Refer to Policy 1.5.8- The following policies apply for repairs sublet by dealer to...
Re: Warranty Wizard? - 01/29/2009
WE HAVE HAD IT FOR A REAL LONG TIME. BUT THE COMPANY IS AUTOMATIC DATA PROCESSING DEALER SERVICES DIVISION 10151 SE SUNNYSIDE ROAD CLACKAMAS, OREGON 97015-9765 OR ADP'S HAYES-LIGON 401 N. WASHINGTON STREET, SUITE 300 ROCKVILLE, MD 20850 800.523.8...
HAZARDOUS WASTE MANAGEMENT COST RECOVERY PROGRAM 2009 - 01/12/2009
I RECEIVED FROM MY GM REP TODAY A COPY FOR "COST RECOVERY FEES PER SERVICE" SUCH AS .... LOF $2.60 TRANS SRV $1.69 RADIATOR FLUSHES $6.92 BRAKE SRV $4.77 HEAVY LINE SRV $2.92 (NOT SURE WHAT THIS ONE IS) BATTERY SRV $1.03 HAS ANYONE ELSE RECEIVED - IS...
What Would You Do? 04/08 - 04/21/2008
... felt that the technician's notes and time documentation supported additional time. The service manager had also signed the repair order for the additional time incurred during the repair procedure. - Should the claim be processed using the power seat...
Re: Taking a Poll - 06/06/2008
... Cold calling, follow-up calling 8. Reynolds 9. Indiana 10. Part Time 11. Female 12. Yes, Office/Service/Parts and Sales Assist, Cold Calling, Follow-Up Calling, Cashier 13. Yes, One time would love to attend again! 14. Hourly...
Re: Taking a Poll - 06/10/2008
... Ohio, Northwest part of the state 10. Full time 11. female 12. follow up, back up for the service desk, cashier occasionally, time cards & tech time tickets, parts department back up 13. yes, and I loved it, want to go again! 14. Hourly (I would love...
Re: Same RO, 2 repair attempts - 03/04/2009
... use, value, or safety after a specified number of repair attempts; or • the vehicle is out of service for warranty repairs to correct defects for a specified number of days.... ...
Claim type B w/ vehicle in warranty. - 03/20/2009
... warranty, but looking in Claims Processing Manual I found this: "Claim Type "B" - Dealer Service Replacement Part and Accessory Warranty (U.S. and GMODC Only). This claim type should be used when a previously replaced/purchased part fails for...
Re: Global Warranty - 10/29/2009
... 29, 2010 thru the week of April 19, 2010 This will be a joint effort between GM and your Dealer Service Provider (DSP), where applicable. You will receive specific communications from GM as well as your DSP as the time approaches for your deployme...
Saturn Global Warranty Transaction Entry at a Non-Saturn Dealership - 02/18/2010
The following post comment was posed via email by a Warranty Community Member: "We are not a Saturn dealer but we service several Saturn vehicles because the nearest Saturn dealership is 42 miles away. I have a problem getting most of the Saturn repairs...
Re: A Question for those on Global Warranty already - 02/05/2010
... been too bad. A few things to consider prior to your switch- 1)make sure you have all of your Service Advisor & Technician GMIN input into ADP. (ADP can tell you where) 2)if you didn't get a copy of the complaint/cause/correction codes, print one...
Re: GMPP MAINTENANCE - 11/19/2010
... the Cadillac XLR Premium Care Program. The program provides coverage for engine oil and oil filter service, engine air filter replacement and passenger compartment air filter replacement. The following labour operations have been established for claims...
Re: GM Radio Upgrade ? - 11/19/2010
... G_0000051930 Date: March 19, 2010 To: All General Motors Dealers Attention: Service Manager and Warranty Administrator Subject: Dealer Installed GM Accessories Specific labor operations (I labor op codes) have been created for the...
Re: Would you try to put a claim in for this? - 09/21/2010
... 2010/2011 GM Full Size Pickups (Silverado and Sierra) To: All Chevrolet & GMC Dealers Attention: Service Manager General Motors is aware of a condition where the bolt retaining the cab to the frame may be difficult to remove. Further investigation...
Re: Taking a Poll - 04/12/2010
... or female? Female 12. Do you do any other jobs 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
... worked for GM...we have Buick, GMC, Chevrolet, Cadillac, and Pontiac...from time to time we do service Hummer and Saturns 3. my training consisted on how to look labor ops up on computer and how to input info into computer...learned most everything else...
Forum - 01/28/2022
... calls out single use parts with notes that they are such. I can also tell you that typically in SI service procedures the requirement for replacing TTY fasteners, seals and other items are specifically called out in red print and reference the "fastener...
Forum - 05/25/2021
... with this exact issue now myself. I would like to go back in time and educate my advisors and service management because they don't know half of the issue they created by charging forward with this. (without mentioning it to me at all) That being said,...
Forum - 06/02/2021
... chart. We are out of filters and it looks like we are ordering 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...
Forum - 05/25/2021
... the early bird envelope/drop-off form are considered add-on repairs and require appropriate service management authorization prior to repairs and separate on/off technician time documentation.."...
Forum - 12/30/2020
... MSTS (gmconsildatedbilling.com) but they don't seem to know anything about Element. Autointegrate service goes to some voice mail with an Australian guy that tells you to leave a message so they can never call you back. Element doesn't seem to know how...
Forum - 10/14/2020
... SPOL box that pops up otherswise it will reject saying out of warranty. If you have more than one Service management authorizations I have not been able to submit for more than one. If you find out how to... let me in on how then please. Also if you...
Forum - 02/07/2020
... When the root cause is found all of the prior repairs should be debited back to the dealer. The service manager and the tech should be reprimanded for not identifying a problem in the shop and addressing it by involving a foreman or advanced tech to...
Forum - 05/31/2019
... must be supported by individual and specific on/off punch times on the technician's time ticket. Service management is responsible for assuring complete technician documentation and the reasonableness of diagnostic time claimed. Diagnostic/add time claimed...
Forum - 04/25/2019
... using the 5 digit damage code system.• If ePOD is prepopulated with damage codes, it is the Service Agent's responsibility to verify the codes are correct and if necessary, add additional codes. Failure to validate damage codes could result in claim...
Forum - 09/11/2017
... Additional Time for the labor code submitted for the repair of the leak. Please reference the GM service information for the proper analyze procedures for the system being tested. This is in the Preface/Preface section of the LTG. I usually don't...
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 - 03/28/2018
This is the process we follow: Advisor requests manager authorize loaner for a predetermined number of days Service manager opens empowerment portal and submits a pre-authorization request to DMA for approval Work is completed When DMA approves pre-auth...
Forum - 12/03/2018
... do pretty good but sometimes they are off. Our position is that it is the responsibility of the service advisor to be sure the ticket is coded and paid correctly. If the tech helps, fine, but the advisor is responsible to verify that it is correct. If...
Forum - 01/08/2019
... labor operations are published for each side then they must be used to submit two separate lines. Service management authorization is required on the job card for the repeat (pyramding) repair and technician comments must support the failures. To...
Forum - 12/18/2018
... four (4) maintenance visits within the first two years of ownership, consisting of the following services: ACDelco dexos1TM Full Synthetic Oil and ACDelco Oil Filter change Tire Rotation (see dealer and Owner’s Manual for details) Multi-Point...
Forum - 04/25/2018
... EV, and Malibu Hybrid for 8 years or 100,000 miles, whichever comes first, from the original in-service date of the vehicle, against warrantable repairs to the specific electric propulsion components of the vehicle. This warranty is for the Chevrolet...
Forum - 06/25/2018
... the code: Open up TIS on the computer used to program the vehicle. Select and start “Service Programming System (SPS).” Select “Settings.” Select “Warranty Claim Code” tab. ...
Forum - 07/07/2022
... the wheel with a new crew. On the dealer level, it has become a nightmare for parts and service to navigate. My biggest concern going forward is that the two manufacturers tend to copy each other, a lot. ...
Forum - 08/01/2022
... on this document and I just got a reply. It does appear they botched the opcodes for CBG CPO services. Again, I am not sure they will be happy about posting my replies here but this is what they sent me. Please take this into consideration when you are...
... been too bad. A few things to consider prior to your switch- 1)make sure you have all of your Service Advisor & Technician GMIN input into ADP. (ADP can tell you where) 2)if you didn't get a copy of the complaint/cause/correction codes, print one...
Re: GMPP MAINTENANCE - 11/19/2010
... the Cadillac XLR Premium Care Program. The program provides coverage for engine oil and oil filter service, engine air filter replacement and passenger compartment air filter replacement. The following labour operations have been established for claims...
Re: GM Radio Upgrade ? - 11/19/2010
... G_0000051930 Date: March 19, 2010 To: All General Motors Dealers Attention: Service Manager and Warranty Administrator Subject: Dealer Installed GM Accessories Specific labor operations (I labor op codes) have been created for the...
Re: Would you try to put a claim in for this? - 09/21/2010
... 2010/2011 GM Full Size Pickups (Silverado and Sierra) To: All Chevrolet & GMC Dealers Attention: Service Manager General Motors is aware of a condition where the bolt retaining the cab to the frame may be difficult to remove. Further investigation...
Re: Taking a Poll - 04/12/2010
... or female? Female 12. Do you do any other jobs 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
... worked for GM...we have Buick, GMC, Chevrolet, Cadillac, and Pontiac...from time to time we do service Hummer and Saturns 3. my training consisted on how to look labor ops up on computer and how to input info into computer...learned most everything else...
Forum - 01/28/2022
... calls out single use parts with notes that they are such. I can also tell you that typically in SI service procedures the requirement for replacing TTY fasteners, seals and other items are specifically called out in red print and reference the "fastener...
Forum - 05/25/2021
... with this exact issue now myself. I would like to go back in time and educate my advisors and service management because they don't know half of the issue they created by charging forward with this. (without mentioning it to me at all) That being said,...
Forum - 06/02/2021
... chart. We are out of filters and it looks like we are ordering 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...
Forum - 05/25/2021
... the early bird envelope/drop-off form are considered add-on repairs and require appropriate service management authorization prior to repairs and separate on/off technician time documentation.."...
Forum - 12/30/2020
... MSTS (gmconsildatedbilling.com) but they don't seem to know anything about Element. Autointegrate service goes to some voice mail with an Australian guy that tells you to leave a message so they can never call you back. Element doesn't seem to know how...
Forum - 10/14/2020
... SPOL box that pops up otherswise it will reject saying out of warranty. If you have more than one Service management authorizations I have not been able to submit for more than one. If you find out how to... let me in on how then please. Also if you...
Forum - 02/07/2020
... When the root cause is found all of the prior repairs should be debited back to the dealer. The service manager and the tech should be reprimanded for not identifying a problem in the shop and addressing it by involving a foreman or advanced tech to...
Forum - 05/31/2019
... must be supported by individual and specific on/off punch times on the technician's time ticket. Service management is responsible for assuring complete technician documentation and the reasonableness of diagnostic time claimed. Diagnostic/add time claimed...
Forum - 04/25/2019
... using the 5 digit damage code system.• If ePOD is prepopulated with damage codes, it is the Service Agent's responsibility to verify the codes are correct and if necessary, add additional codes. Failure to validate damage codes could result in claim...
Forum - 09/11/2017
... Additional Time for the labor code submitted for the repair of the leak. Please reference the GM service information for the proper analyze procedures for the system being tested. This is in the Preface/Preface section of the LTG. I usually don't...
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 - 03/28/2018
This is the process we follow: Advisor requests manager authorize loaner for a predetermined number of days Service manager opens empowerment portal and submits a pre-authorization request to DMA for approval Work is completed When DMA approves pre-auth...
Forum - 12/03/2018
... do pretty good but sometimes they are off. Our position is that it is the responsibility of the service advisor to be sure the ticket is coded and paid correctly. If the tech helps, fine, but the advisor is responsible to verify that it is correct. If...
Forum - 01/08/2019
... labor operations are published for each side then they must be used to submit two separate lines. Service management authorization is required on the job card for the repeat (pyramding) repair and technician comments must support the failures. To...
Forum - 12/18/2018
... four (4) maintenance visits within the first two years of ownership, consisting of the following services: ACDelco dexos1TM Full Synthetic Oil and ACDelco Oil Filter change Tire Rotation (see dealer and Owner’s Manual for details) Multi-Point...
Forum - 04/25/2018
... EV, and Malibu Hybrid for 8 years or 100,000 miles, whichever comes first, from the original in-service date of the vehicle, against warrantable repairs to the specific electric propulsion components of the vehicle. This warranty is for the Chevrolet...
Forum - 06/25/2018
... the code: Open up TIS on the computer used to program the vehicle. Select and start “Service Programming System (SPS).” Select “Settings.” Select “Warranty Claim Code” tab. ...
Forum - 07/07/2022
... the wheel with a new crew. On the dealer level, it has become a nightmare for parts and service to navigate. My biggest concern going forward is that the two manufacturers tend to copy each other, a lot. ...
Forum - 08/01/2022
... on this document and I just got a reply. It does appear they botched the opcodes for CBG CPO services. Again, I am not sure they will be happy about posting my replies here but this is what they sent me. Please take this into consideration when you are...
Forum - 07/27/2022
Due to the upcoming change scheduled for 8/1 on the pricing for maintenance services GM is busy screwing everything up. They are modifying global and the tables to accommodate the new allowances and in the process they are causing massive rejections on...
Forum - 12/12/2022
... have parts manually adust the pricing and we had basically what I would call a menu price on the service labor. We flag 0.6 for the tech at a price of $15.00 and then parts gets the rest. This caused a lot of issues though with the manual adjustments...
Forum - 03/08/2023
... parts warranty etc. If the proper authorizations are not present I tag them and return them to the service lane to be rectified I will perform small tasks to help like printing a workbench or fixing an opcode or paid labor if the ticket is not...
Forum - 03/21/2023
... and the operation code used for that part and all other work will need to be signed off on by the service manager as excessive parts and other hours for consequential damage to the heater core failure and he should explain how each was damaged/affected...
Forum - 05/19/2023
... INSTALLED)) for 1.0 hrs to the PDI - Dealer Installed - Factory Invoiced Options document in Service Information. This will be visible to the technician in the near future. Thank you, GM Labor Time Team I was able to submit my claim with the 1.0 ...
Due to the upcoming change scheduled for 8/1 on the pricing for maintenance services GM is busy screwing everything up. They are modifying global and the tables to accommodate the new allowances and in the process they are causing massive rejections on...
Forum - 12/12/2022
... have parts manually adust the pricing and we had basically what I would call a menu price on the service labor. We flag 0.6 for the tech at a price of $15.00 and then parts gets the rest. This caused a lot of issues though with the manual adjustments...
Forum - 03/08/2023
... parts warranty etc. If the proper authorizations are not present I tag them and return them to the service lane to be rectified I will perform small tasks to help like printing a workbench or fixing an opcode or paid labor if the ticket is not...
Forum - 03/21/2023
... and the operation code used for that part and all other work will need to be signed off on by the service manager as excessive parts and other hours for consequential damage to the heater core failure and he should explain how each was damaged/affected...
Forum - 05/19/2023
... INSTALLED)) for 1.0 hrs to the PDI - Dealer Installed - Factory Invoiced Options document in Service Information. This will be visible to the technician in the near future. Thank you, GM Labor Time Team I was able to submit my claim with the 1.0 ...
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Results found: 62
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Lifetime Parts Warranty - 06/09/2022
The Certified Service Limited Lifetime Parts Warranty offers a lifetime warranty on specific parts to the original purchaser. Labor is covered for 24 months if the Lifetime Part was installed at a GM Service Agent. Subsequent part replacement does not...
Service Management Approvals and Authorizations - 09/02/2022
Service management approval is documented in the form of a signature or initials, date and time that the approval was made, and explanation. This approval indicates management involvement and consent for repairs that fall outside of the predetermined...
Global Warranty Management Submission - 12/16/2016
... Warranty Management. There are a few critical details before we get started. Confirm that all service personnel The first step to beginning a new transaction is to select a Transaction Type. The different transactions types are Regular Vehicle Transaction,...
Warranty Briefs: Technical Service Bulletins - 12/08/2017
In reviewing some newer technical service bulletins there's a seemingly-strange commonality in the Warranty Information section a warranty claim is NOT to be submitted for the issue outlined in the bulletin. What gives? There's actually a really good...
Missed Revenue - Recalls - 02/24/2022
When it comes to revenue in your service department, every dollar counts. Warranty claims processing is a system of codes, additional steps, and sometimes infrequent occurrences that involve other departments providing the right information, and because...
Cross-line Warranty - 12/11/2023
... 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 inconvenienced. GM allows Service Agents to perform these warranty...
Most Common Warranty Deviations - 03/08/2023
... commerce. All warranty core parts must be retained for three days from the paid date. Electronic Service Center parts should be returned to the ESC within 30 days to receive core credit. Field action parts may be scrapped upon receipt of claim payment,...
Add On Repairs - 06/13/2023
... 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 not noted on the job card...
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...
Maintenance Programs - 02/13/2024
... bottom line: the purpose of the complimentary maintenance programs GM offers is to increase service retention and sales loyalty. Customers should be informed that the services provided with their plan are to be performed at a participating service agent and...
Warranty Parts Center - 10/21/2022
The WPC process is the common method used to obtain parts replaced by GM Service Agents. The process enables Engineering, Suppliers, GM Supplier Quality, Production Plant, Assembly Plant and Brand Quality Management personnel to perform root cause analysis...
WPC Parts Return program - 03/09/2022
... essential process that leads to better vehicle 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...
Customer Purchased Parts and Accessories - 04/02/2020
... Shock Absorber/ Strut and Lift Support Limited Warranty, ACDelco Ignition Wire Set Limited Lifetime Warranty and GM Certified Service Exhaust System Limited Warranty, just to name a few. The longer warranty applies only to retail purchases from a service...
Investigate Vehicle History - 01/23/2018
... be highlighting all of the important sections of the report that should be used with every service transaction. Let's get started with where to find IVH. Log on to GlobalConnect with your username and password. Select Service, and then the Investigate...
Missed Revenue - Shuttles - 03/14/2022
When it comes to revenue in your service department, every dollar counts. Warranty claims processing is a system of codes additional steps, and sometimes infrequent occurrences that involve other departments providing the right information and because...
General Comments - 10/10/2017
Just prior to clicking submit on a transaction, the service agent has the ability to enter information in the general comments field. GM has stated that the purpose of utilizing this section is to include any information the service agent would like...
Warranty Briefs: Customer Signatures - 03/18/2021
... prior to any repairs being performed. If a customer is not available to sign the job card the service manager must state the reason and sign the authorization line on the job card prior to any repairs being performed. Service management approval in the...
Warranty On Stock Used Vehicles - 09/20/2021
Service Agents are allowed to make warrantable repairs on vehicles in their used vehicle inventory for the entire GM franchise. In other words, if you are a Chevrolet agent selling a used Buick with a warranty product defect, you can fix it and be reimbursed...
Warranty Briefs: Empowerment Level - 08/05/2022
What is the empowerment level at my dealership? Service agent empowerment is intended to provide service management the authority and the responsibility to make on-the-spot decisions with the hope of retaining current customers or to gain new customers. An...
Courtesy Transportation - 04/12/2022
... to drive Rentals should be directly aligned to brand (e.g. Chevrolet to Chevrolet) which is being serviced and must be no more than two model years old. If your dealership acquires rentals from a third party, make sure it fits these standards. You should...
Roadside Assistance - 07/26/2017
Roadside Assistance is a program that 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...
Warranty Briefs: GWM User Manual - 05/25/2022
... help with the warranty administration process. It may be to simply get more information on a service policy or to find out what a transaction type is within Global Warranty Management. The Global Warranty Management User Manual is intended to provide...
Consequential Damage and One Concern with Separate Causes - 11/01/2017
... understand the customer's complaint what they're experiencing and what they want corrected. Service advisors need to listen carefully to what the customer has to say and enter each individual complaint as a specific line on the job card. That said, sometimes...
Goodwill Tools - 03/26/2024
... 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 something for them to turn the situation into a positive experience or...
Tire Coverage - 07/21/2022
... the exact brand, size, load rating, speed rating and TPC number of the tire being replaced. The service agent identifies the tire manufacturer's part number and the GM part number associated with the tire. The service agent obtains tires through an authorized...
The Certified Service Limited Lifetime Parts Warranty offers a lifetime warranty on specific parts to the original purchaser. Labor is covered for 24 months if the Lifetime Part was installed at a GM Service Agent. Subsequent part replacement does not...
Service Management Approvals and Authorizations - 09/02/2022
Service management approval is documented in the form of a signature or initials, date and time that the approval was made, and explanation. This approval indicates management involvement and consent for repairs that fall outside of the predetermined...
Global Warranty Management Submission - 12/16/2016
... Warranty Management. There are a few critical details before we get started. Confirm that all service personnel The first step to beginning a new transaction is to select a Transaction Type. The different transactions types are Regular Vehicle Transaction,...
Warranty Briefs: Technical Service Bulletins - 12/08/2017
In reviewing some newer technical service bulletins there's a seemingly-strange commonality in the Warranty Information section a warranty claim is NOT to be submitted for the issue outlined in the bulletin. What gives? There's actually a really good...
Missed Revenue - Recalls - 02/24/2022
When it comes to revenue in your service department, every dollar counts. Warranty claims processing is a system of codes, additional steps, and sometimes infrequent occurrences that involve other departments providing the right information, and because...
Cross-line Warranty - 12/11/2023
... 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 inconvenienced. GM allows Service Agents to perform these warranty...
Most Common Warranty Deviations - 03/08/2023
... commerce. All warranty core parts must be retained for three days from the paid date. Electronic Service Center parts should be returned to the ESC within 30 days to receive core credit. Field action parts may be scrapped upon receipt of claim payment,...
Add On Repairs - 06/13/2023
... 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 not noted on the job card...
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...
Maintenance Programs - 02/13/2024
... bottom line: the purpose of the complimentary maintenance programs GM offers is to increase service retention and sales loyalty. Customers should be informed that the services provided with their plan are to be performed at a participating service agent and...
Warranty Parts Center - 10/21/2022
The WPC process is the common method used to obtain parts replaced by GM Service Agents. The process enables Engineering, Suppliers, GM Supplier Quality, Production Plant, Assembly Plant and Brand Quality Management personnel to perform root cause analysis...
WPC Parts Return program - 03/09/2022
... essential process that leads to better vehicle 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...
Customer Purchased Parts and Accessories - 04/02/2020
... Shock Absorber/ Strut and Lift Support Limited Warranty, ACDelco Ignition Wire Set Limited Lifetime Warranty and GM Certified Service Exhaust System Limited Warranty, just to name a few. The longer warranty applies only to retail purchases from a service...
Investigate Vehicle History - 01/23/2018
... be highlighting all of the important sections of the report that should be used with every service transaction. Let's get started with where to find IVH. Log on to GlobalConnect with your username and password. Select Service, and then the Investigate...
Missed Revenue - Shuttles - 03/14/2022
When it comes to revenue in your service department, every dollar counts. Warranty claims processing is a system of codes additional steps, and sometimes infrequent occurrences that involve other departments providing the right information and because...
General Comments - 10/10/2017
Just prior to clicking submit on a transaction, the service agent has the ability to enter information in the general comments field. GM has stated that the purpose of utilizing this section is to include any information the service agent would like...
Warranty Briefs: Customer Signatures - 03/18/2021
... prior to any repairs being performed. If a customer is not available to sign the job card the service manager must state the reason and sign the authorization line on the job card prior to any repairs being performed. Service management approval in the...
Warranty On Stock Used Vehicles - 09/20/2021
Service Agents are allowed to make warrantable repairs on vehicles in their used vehicle inventory for the entire GM franchise. In other words, if you are a Chevrolet agent selling a used Buick with a warranty product defect, you can fix it and be reimbursed...
Warranty Briefs: Empowerment Level - 08/05/2022
What is the empowerment level at my dealership? Service agent empowerment is intended to provide service management the authority and the responsibility to make on-the-spot decisions with the hope of retaining current customers or to gain new customers. An...
Courtesy Transportation - 04/12/2022
... to drive Rentals should be directly aligned to brand (e.g. Chevrolet to Chevrolet) which is being serviced and must be no more than two model years old. If your dealership acquires rentals from a third party, make sure it fits these standards. You should...
Roadside Assistance - 07/26/2017
Roadside Assistance is a program that 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...
Warranty Briefs: GWM User Manual - 05/25/2022
... help with the warranty administration process. It may be to simply get more information on a service policy or to find out what a transaction type is within Global Warranty Management. The Global Warranty Management User Manual is intended to provide...
Consequential Damage and One Concern with Separate Causes - 11/01/2017
... understand the customer's complaint what they're experiencing and what they want corrected. Service advisors need to listen carefully to what the customer has to say and enter each individual complaint as a specific line on the job card. That said, sometimes...
Goodwill Tools - 03/26/2024
... 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 something for them to turn the situation into a positive experience or...
Tire Coverage - 07/21/2022
... the exact brand, size, load rating, speed rating and TPC number of the tire being replaced. The service agent identifies the tire manufacturer's part number and the GM part number associated with the tire. The service agent obtains tires through an authorized...
Cadillac Maintenance - 06/15/2023
... the first year of ownership. For the 2023 model year and beyond, vehicles are covered with one service within the first 18 months of ownership. Oil change, tire rotation, and MPVI are all covered during the first maintenance visit, in accordance with...
Warranty Briefs: Creating an Add On Report - 10/18/2023
... cards with add on repair lines are frequently included in Electronic Warranty Reviews by GM Audit Services. With the most common deviations: no/incomplete service management authorization or missing customer approval to proceed with the add-on repair. Service...
Paint Repairs - 10/02/2018
... as OLH and requires a separate time recording by the body shop technician as well as appropriate service management approval. There are times when it is necessary to blend paint onto the adjacent panel or panels to achieve an acceptable color match. Blend...
Warranty Resource Center - 04/29/2022
... links to a couple frequently used sites in Global Connect including Global Warranty Management and Service Information. There are six tiles on the center's home page, each containing a wealth of information, including Policies, Procedures and Global...
Concern Not Duplicated - 05/17/2022
... with a customer originated concern where no corrective action was taken. They may not be used on service agent owned vehicles. Customer concerns that may be addressed by service management or service advisors without the involvement of a technician are...
Consumer Part Warranty - 04/02/2020
... when purchased as a retail transaction. The warranty also is applicable for parts replaced under a service contract. It is a Federal law that purchasers of consumer warranty parts receive a copy of the warranty coverage. These copies typically do not...
Major Assembly Replacements - 05/26/2021
Once vehicle diagnosis indicates the need for an engine or transmission replacement the Service Agent must perform the following actions, prior to disassembly or replacement. Complete the Engine Calibration Verification process as outlined in the following...
Repeat Repair Authorization - 10/02/2018
Repeat Repair - Shop Comeback Service management is responsible for determining that the current repair is the responsibility of GM and not the result of a previous improper dealer workmanship or diagnosis. Associated reject codes with this scenario...
Servicing Vehicles From Canada - 06/20/2019
... vehicles but most of the same guidelines apply for vehicles sold and registered in Mexico. The Service P&P, article 1.2, includes Mexican vehicle warranty repair guidelines and should be referred to when servicing a Mexican sold and registered vehicle...
Warranty Coverage - 08/04/2021
... GM's bumper-to-bumper warranty is comprehensive, there are exclusions in coverage. Maintenance services are the owner's responsibility. There are, however, circumstances when a maintenance component can be considered defective not worn out or part of...
Transportation Transactions: Submissions - 02/24/2021
... correct the error and there is a strong likelihood that the transaction will not get paid. If the service agent changes the damage code after the fact to align with the labor operation, the transaction will initially pay but will most likely be debited...
Other Labor Hours - 03/06/2023
... pays; there must be a solid, specific reason clearly spelled out to justify the time paid. Service management authorization is required on the job card in the form of an explanation, date, time, signature/initials and is required prior to job card submission. The...
Chevrolet Buick GMC CPO Maintenance Program - 08/05/2022
... as a ZREG transaction with labor operations 0600213. There are a few key points to keep in mind Service Agents must use genuine GM parts and fluids. The program includes two maintenance visits. Maintenance visit details are available in IVH. Best Practice:...
The Policy Evaluation Tool - 06/13/2023
... stored for a period of 6 months. Enter the agreed upon participation amount in the customer and/or service agent participation field of the transaction as a positive number. The transaction will be reduced by this amount and pay the dealer net (total...
Missed Revenue - Parts Expediting - 02/02/2022
When it comes to revenue in your service department, every dollar counts. Warranty claims processing is a system of codes, additional steps, and sometimes infrequent occurrences that involve other departments providing the right information, and because...
Warranty Briefs: Wiring Harness Routing Diagrams - 02/10/2022
Did you know that wiring harness routing view documents, as well as grid locations, can be found in Service Information? Here's how you can find those diagrams for any vehicle Once logged into GlobalConnect, select the Service Information link. Enter...
Authorizations and Attachments - 06/27/2023
... attaching a document, there are a few important notes to clarify. First, when it is noted that service management approval is required that approval must always be a signature or initials, the date and time, and a thorough explanation. The date and time...
Technician Accounting of Labor Time - 01/24/2024
... amount. OLH must be authorized by management prior to the first submission of the transaction. Service management is responsible for the reasonableness of the diagnosis time and/or OLH time claimed. When adding lines to job cards involving dealer-owned...
Missed Revenue - Administrative Allowance - 08/28/2018
When it comes to revenue in your service department, every dollar counts. Warranty claims processing is a system of codes, additional steps and sometimes infrequent occurrences that involve other departments providing the right information, and because...
Warranty Briefs: Air Conditioning - 12/08/2017
... of 25 is entered in the part quantity field Certain a/c repairs may require the use of a special service tool kit with consumable repair parts. These consumable components are intended to be permanently installed on the vehicle. For example: terminal...
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...
CBG CPO Warranty Coverge - 04/13/2022
... search their online database for the labor operation in question OR download a document that your Service Advisors can save to their desktop and search through. Simply enter Ctrl+F, type in the labor operation for the repair needed, and if it is found...
Special Coverage Repairs - 09/24/2019
... 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 coverage bulletin. The letter also states that diagnosis or repair...
Straight Time - 02/24/2023
... and Correction will help support the total amount of Straight Time and/or other labor claimed. Service management reviews technician documentation and time involved and is responsible for the reasonableness of the amount submitted on the transaction. They...
Transportation Transactions: Inspections - 03/21/2022
... inoperative use a Letter of Notification as a replacement. A copy of the LON may be found in the Service Policies and Procedures Manual -Transportation, Vehicle Storage, and PDI Policy within article 1.1. The most important part of a successful transportation...
... the first year of ownership. For the 2023 model year and beyond, vehicles are covered with one service within the first 18 months of ownership. Oil change, tire rotation, and MPVI are all covered during the first maintenance visit, in accordance with...
Warranty Briefs: Creating an Add On Report - 10/18/2023
... cards with add on repair lines are frequently included in Electronic Warranty Reviews by GM Audit Services. With the most common deviations: no/incomplete service management authorization or missing customer approval to proceed with the add-on repair. Service...
Paint Repairs - 10/02/2018
... as OLH and requires a separate time recording by the body shop technician as well as appropriate service management approval. There are times when it is necessary to blend paint onto the adjacent panel or panels to achieve an acceptable color match. Blend...
Warranty Resource Center - 04/29/2022
... links to a couple frequently used sites in Global Connect including Global Warranty Management and Service Information. There are six tiles on the center's home page, each containing a wealth of information, including Policies, Procedures and Global...
Concern Not Duplicated - 05/17/2022
... with a customer originated concern where no corrective action was taken. They may not be used on service agent owned vehicles. Customer concerns that may be addressed by service management or service advisors without the involvement of a technician are...
Consumer Part Warranty - 04/02/2020
... when purchased as a retail transaction. The warranty also is applicable for parts replaced under a service contract. It is a Federal law that purchasers of consumer warranty parts receive a copy of the warranty coverage. These copies typically do not...
Major Assembly Replacements - 05/26/2021
Once vehicle diagnosis indicates the need for an engine or transmission replacement the Service Agent must perform the following actions, prior to disassembly or replacement. Complete the Engine Calibration Verification process as outlined in the following...
Repeat Repair Authorization - 10/02/2018
Repeat Repair - Shop Comeback Service management is responsible for determining that the current repair is the responsibility of GM and not the result of a previous improper dealer workmanship or diagnosis. Associated reject codes with this scenario...
Servicing Vehicles From Canada - 06/20/2019
... vehicles but most of the same guidelines apply for vehicles sold and registered in Mexico. The Service P&P, article 1.2, includes Mexican vehicle warranty repair guidelines and should be referred to when servicing a Mexican sold and registered vehicle...
Warranty Coverage - 08/04/2021
... GM's bumper-to-bumper warranty is comprehensive, there are exclusions in coverage. Maintenance services are the owner's responsibility. There are, however, circumstances when a maintenance component can be considered defective not worn out or part of...
Transportation Transactions: Submissions - 02/24/2021
... correct the error and there is a strong likelihood that the transaction will not get paid. If the service agent changes the damage code after the fact to align with the labor operation, the transaction will initially pay but will most likely be debited...
Other Labor Hours - 03/06/2023
... pays; there must be a solid, specific reason clearly spelled out to justify the time paid. Service management authorization is required on the job card in the form of an explanation, date, time, signature/initials and is required prior to job card submission. The...
Chevrolet Buick GMC CPO Maintenance Program - 08/05/2022
... as a ZREG transaction with labor operations 0600213. There are a few key points to keep in mind Service Agents must use genuine GM parts and fluids. The program includes two maintenance visits. Maintenance visit details are available in IVH. Best Practice:...
The Policy Evaluation Tool - 06/13/2023
... stored for a period of 6 months. Enter the agreed upon participation amount in the customer and/or service agent participation field of the transaction as a positive number. The transaction will be reduced by this amount and pay the dealer net (total...
Missed Revenue - Parts Expediting - 02/02/2022
When it comes to revenue in your service department, every dollar counts. Warranty claims processing is a system of codes, additional steps, and sometimes infrequent occurrences that involve other departments providing the right information, and because...
Warranty Briefs: Wiring Harness Routing Diagrams - 02/10/2022
Did you know that wiring harness routing view documents, as well as grid locations, can be found in Service Information? Here's how you can find those diagrams for any vehicle Once logged into GlobalConnect, select the Service Information link. Enter...
Authorizations and Attachments - 06/27/2023
... attaching a document, there are a few important notes to clarify. First, when it is noted that service management approval is required that approval must always be a signature or initials, the date and time, and a thorough explanation. The date and time...
Technician Accounting of Labor Time - 01/24/2024
... amount. OLH must be authorized by management prior to the first submission of the transaction. Service management is responsible for the reasonableness of the diagnosis time and/or OLH time claimed. When adding lines to job cards involving dealer-owned...
Missed Revenue - Administrative Allowance - 08/28/2018
When it comes to revenue in your service department, every dollar counts. Warranty claims processing is a system of codes, additional steps and sometimes infrequent occurrences that involve other departments providing the right information, and because...
Warranty Briefs: Air Conditioning - 12/08/2017
... of 25 is entered in the part quantity field Certain a/c repairs may require the use of a special service tool kit with consumable repair parts. These consumable components are intended to be permanently installed on the vehicle. For example: terminal...
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...
CBG CPO Warranty Coverge - 04/13/2022
... search their online database for the labor operation in question OR download a document that your Service Advisors can save to their desktop and search through. Simply enter Ctrl+F, type in the labor operation for the repair needed, and if it is found...
Special Coverage Repairs - 09/24/2019
... 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 coverage bulletin. The letter also states that diagnosis or repair...
Straight Time - 02/24/2023
... and Correction will help support the total amount of Straight Time and/or other labor claimed. Service management reviews technician documentation and time involved and is responsible for the reasonableness of the amount submitted on the transaction. They...
Transportation Transactions: Inspections - 03/21/2022
... inoperative use a Letter of Notification as a replacement. A copy of the LON may be found in the Service Policies and Procedures Manual -Transportation, Vehicle Storage, and PDI Policy within article 1.1. The most important part of a successful transportation...
Electronic Exchange - 12/22/2023
... Electronic Exchange Center. The exchange center will send the requested component to the service agent for the technician to replace. Once the exchange is made - old component out; new component in - the old component, referred to as the core, is returned...
Confirm Powertrain Coverage - 07/21/2023
... efficient and effective means of confirming powertrain coverage is an advantage to everyone in the service department regardless of how long they've been in the business. Remember that confirmation of powertrain coverage must take place before the repair...
Fluid Leak Analyze - 06/14/2018
... Additional Time for the labor code submitted for the repair of the leak. Please reference the GM service information for the proper analyze procedures for the system being tested. After the repair of a fluid leak is made and the correct labor operation...
Warranty Briefs: Error 834 - 09/11/2018
... drive and noticed the navigation system was not fully operational. The vehicle was taken to the service department and the concern was addressed and corrected. Again, there's no previous history on this vehicle no warranty blocks, and it's brand new. But,...
Perforation Corrosion Repairs - 08/25/2020
... may support the repairs made if a transaction rejects for exceeding the Straight Time limit. Service management must approve every Straight Time repair with their signature, date, time, and explanation before the transaction is submitted to GM. Both...
Cadillac CPO Limited Warranty - 05/04/2022
... manufacturers. The transferable warranty covers the vehicle for 6 years from the original in-service date or 100,000 total vehicle miles whichever comes first. There is a $50 deductible per service visit when the CPO warranty is in effect. This new warranty...
Parts Department and Warranty Compliance - 04/13/2022
... responsibilities the Parts Department has in terms of job card and overall compliance. Electronic Service Centers Certain electronic components are provided to Dealers by an authorized third-party Electronic Service Centers (ESCs). Involved components...
PDI Accessories 0590032 - 06/16/2021
... 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 revenue simply because they are not accounting for this additional time. A job card should...
Emissions Warranty Coverage - 07/21/2022
... emission standards but are not TZEV states. Qualifying states vary by model year; refer to the Service Policies and Procedures Manual for a list of states by model year. Emission Select (State) Component Limited Warranty, indicated in the Labor Time...
Warranty Briefs: Attaching a Document - 10/26/2022
... of the applicable technician time documentation and the hard/shop copy of the job card showing service management authorization. There are a few tips to ensuring that the required documents are attached correctly Individual attachments must be less than...
Tire Pre-Authorization - 07/20/2022
... Repair Authorization will move again from "Pending" status to "Accept" status. At that point the service agent may submit the transaction. If the tire is not required to be shipped back to the tire manufacturer the Status field on the Tire PRA will move...
Battery Transaction Requirements - 06/02/2023
... cases where the battery type and CCA are not evident through visual inspection, refer to Service Information (SI) to identify the OEM battery type and CCA rating. After entering the VIN or year/make/model in SI, locate the 12V battery usage table under...
... Electronic Exchange Center. The exchange center will send the requested component to the service agent for the technician to replace. Once the exchange is made - old component out; new component in - the old component, referred to as the core, is returned...
Confirm Powertrain Coverage - 07/21/2023
... efficient and effective means of confirming powertrain coverage is an advantage to everyone in the service department regardless of how long they've been in the business. Remember that confirmation of powertrain coverage must take place before the repair...
Fluid Leak Analyze - 06/14/2018
... Additional Time for the labor code submitted for the repair of the leak. Please reference the GM service information for the proper analyze procedures for the system being tested. After the repair of a fluid leak is made and the correct labor operation...
Warranty Briefs: Error 834 - 09/11/2018
... drive and noticed the navigation system was not fully operational. The vehicle was taken to the service department and the concern was addressed and corrected. Again, there's no previous history on this vehicle no warranty blocks, and it's brand new. But,...
Perforation Corrosion Repairs - 08/25/2020
... may support the repairs made if a transaction rejects for exceeding the Straight Time limit. Service management must approve every Straight Time repair with their signature, date, time, and explanation before the transaction is submitted to GM. Both...
Cadillac CPO Limited Warranty - 05/04/2022
... manufacturers. The transferable warranty covers the vehicle for 6 years from the original in-service date or 100,000 total vehicle miles whichever comes first. There is a $50 deductible per service visit when the CPO warranty is in effect. This new warranty...
Parts Department and Warranty Compliance - 04/13/2022
... responsibilities the Parts Department has in terms of job card and overall compliance. Electronic Service Centers Certain electronic components are provided to Dealers by an authorized third-party Electronic Service Centers (ESCs). Involved components...
PDI Accessories 0590032 - 06/16/2021
... 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 revenue simply because they are not accounting for this additional time. A job card should...
Emissions Warranty Coverage - 07/21/2022
... emission standards but are not TZEV states. Qualifying states vary by model year; refer to the Service Policies and Procedures Manual for a list of states by model year. Emission Select (State) Component Limited Warranty, indicated in the Labor Time...
Warranty Briefs: Attaching a Document - 10/26/2022
... of the applicable technician time documentation and the hard/shop copy of the job card showing service management authorization. There are a few tips to ensuring that the required documents are attached correctly Individual attachments must be less than...
Tire Pre-Authorization - 07/20/2022
... Repair Authorization will move again from "Pending" status to "Accept" status. At that point the service agent may submit the transaction. If the tire is not required to be shipped back to the tire manufacturer the Status field on the Tire PRA will move...
Battery Transaction Requirements - 06/02/2023
... cases where the battery type and CCA are not evident through visual inspection, refer to Service Information (SI) to identify the OEM battery type and CCA rating. After entering the VIN or year/make/model in SI, locate the 12V battery usage table under...
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