It’s March! Long, cold winter days are in the past; warmer temps and spring sunshine is just around the corner.
Spring is the perfect time to go through the warranty receivable schedule. Now is the ideal time to review and address rejected claims, route those that...
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Policy Repairs on Vehicles with a Service Contract
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 so customers can be faced with a repair not...
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Alternative Options
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 to warranty claims, one person must be in...
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Choosing the Correct Labor Operation
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 concern...
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Requesting a Labor Rate Increase
For warranty labor, GM will reimburse dealerships for the amount of time shown in the GM Labor Time Guide multiplied by their approved body, mechanical, or maintenance warranty labor rate, depending on the corresponding labor operation published in the LTG. There are two labor rate...
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Causal Part
The causal part in a warranty repair, the part that caused the main need for the repair, is very important to General Motors. When submitting a warranty transaction, it is a requirement to indicate the causal part. As a reminder: Only one part number can...
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Option C Labor Rate
On January 1, 2023, dealers enrolled in the Option 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...
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Diagnosis Time Requirements
Most variable diagnosis time, when allowed with the labor operation, pays up to 1.0 and a separate clock time that is labeled IS required to support the time submitted in a warranty transaction. But, that is just part of the documentation required. The technician’s cause...
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The Letter of Notification (LON)
The Letter of Notification or LON is an official GM form that documents damage found during certain circumstances, such as a deferred inspection, concealed damage inspection or when other delivery receipt issues arise.
A LON must be sent to the carrier in the following situations:
STI-Deferred Inspection...
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GM Warranty Tips
Certain transactions require supporting documentation when submitted for review with GM Authorization. Remember to include attachments with the following transactions: original job card or part invoice with part warranty transactions; the shop copy of the job card showing service management authorization with repeat and add...
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Assembly Replacement
The engine and transmission assembly bulletin, 20-NA-138, has been updated to include the 2023 model year. Policies contained within the bulletin are applicable to all US dealers for engine and transmission assembly replacement under warranty, policy, and customer enthusiasm. ...
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Core Battery Return
The lithium-ion core battery must be returned in the original OE dunnage or the crate it was shipped in. The battery core is GM material and must be returned in 30 days. As a reminder: do not wait for the warranty claim to be processed...
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Lithium-Ion Drive Motor Batteries
All warranty lithium-ion drive motor battery cores and battery core sections must be returned to the GM CCA Oklahoma City BSC within 30 days of dealer’s receipt of the battery/battery section. To avoid shipping charges for all battery core return requests, except the Chevrolet Bolt,...
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Ultium PowerUp Level 2 Home Charger
Bulletin 22-NA-215 provides detail on the 3-year limited parts warranty coverage on the Ultium PowerUp Level 2 Home Charger. The chargers are Electric Vehicle drive motor battery chargers designed to be installed in a customer’s home. The warranty is only valid for the original purchaser...
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EV Charging
An extra 0.1 hr was added to the PDI allowance for all 2022 Bolt and Hummer EV models in July to assist dealers with electricity cost associated with the EV charging requirement on new vehicles. GM will be implementing a similar EV charging compensation program...
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Added Options
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 submitted the...
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Policy Assistance
GM partial or full coverage of any vehicle repair outside of the applicable time and mileage limitations of the applicable warranty coverage. The Policy Evaluation Tool provides the dealer with a guide in determining the amount of Policy assistance to extend toward a repair. ...
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Goodwill
Goodwill tools are used to offset customer inconvenience/dissatisfaction or to offer additional protection and peace of mind. Goodwill is not an expense to cover a vehicle repair. Eleven different options are available for goodwill assistance. ...
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Featured Warranty Training Video
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Cadillac Maintenance
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Warranty Briefs: Attaching a Document
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Warranty Parts Center
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Goodwill Tools
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Service Management Approvals and Authorizations
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Confirm Powertrain Coverage
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Most Common Warranty Deviations
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The Policy Evaluation Tool
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Warranty Columns
There’s a lot of steps to get to an accepted warranty transaction. Every repair, whether it is customer pay or warranty begins with the customer check in process, where the customer is greeted and directed to an available advisor in preparation for consulting.
The service advisor...
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More From Warranty 101
Engineering Information Bulletins
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 a specific condition. This information is being...
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3 C's
While there are many aspects of the job card that can make it or break it, a solid foundation starts with the 3 C’s. The job card document provides GM with the repair story. Without the story or an incomplete story, the repair performed is...
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Special Coverage
Special Coverage adjustments are created by GM to offer longer warranty coverage, typically considerably longer than the New Vehicle Warranty, when a known product issue occurs.
Notification letters are sent to last known customers of record instructing them to contact their dealer to schedule a service...
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Service Information
The Labor Time Guide, Warranty Job Aid, and Bulletins/Documents: A big part of learning the ins and outs of warranty is knowing how to use the tools at your disposal. Learning how and when to use the available warranty tools can make a difference in...
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Goodwill Tools
GM offers a multitude of goodwill tools that can be offered at the dealership level, without seeking GM approval. There are three specialized labor operations for specific non-repair situations that are intended to offset a customer inconvenience or dissatisfaction with their vehicle or the service...
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R-1234yf and Missed Revenue
When servicing vehicles with R-1234yf, dealers must utilize the GE-50300 or GE-50300-A Recovery/Recycle/Recharge Machine. A printed summary from the machine must be attached to the job card and retained in the vehicle history folder. Additionally, the Warranty Code from the bottom of the printout must...
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Part Return Notification
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 plant for analysis.
A...
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Warranty and the Technician
The warranty administrator is responsible for accurately coding and submitting a warranty transaction, while the technician is responsible for repairing the vehicle. Furthermore, the technician has little to no responsibility when it comes to warranty, right? Wrong. The technician and the service team play an...
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The warranty information has been updated within bulletin 13-06-01-003H that addresses excessive oil consumption. The bulletin applies to certain vehicles equipped with a 2.4L engine. Technicians are instructed to verify that the ECM has the latest TIS2web calibration, inspect for obvious oil leaks, and perform...
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More Technical Notes
Shipping Charges
To avoid shipping charges dealers should contact RXO Logistics (not XPO LTL) for all GM material return questions and guidance (excluding Chevrolet Bolt batteries). RXO Logistics contact information: 855.654.7157 or email SCGMOPS@rxo.com. ...
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Fundamental Training Requirements
The following safety courses must be taken each 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...
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Emerging Issues
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 demonstrate on a service-related topic. Topics that may be of...
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Service Information
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. To define a SI search to one...
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Powertrain Coverage Code
In 2016 and newer Labor Time Guide editions powertrain covered labor operations now display “Coverage Code: Powertrain P”. When the coverage only applies to a diesel vehicle, that will be specific with the appropriate labor operation as “Coverage Code: Powertrain P – Diesel Only”. ...
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Center of Learning
As the 2022 Q4 learning deadline took effect on December 31, Q1 learning paths became available on January 4, 2023. Additionally, Q1 course resource assets will soon be published in the Resource Garage on the Center of Learning. ...
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Test Results
Transactions will reject when the incorrect number of digits are entered in the claim submission. Test results must show a 15-digit warranty code when using the GR8 or a 20-digit code with the DCBS.
Warranty Claim Submission: Ensure that the appropriate battery replacement labor operation is...
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The BAC
Validate that accuracy of the 6-digit BAC. Important! Update the BAC when a GR8 is inherited in a buy/sell situation. ...
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GM’s new Marketplace app has the potential to save time and make everything from the daily commute to family vacations easier. The app lets you order food, make restaurant and hotel reservations, and find gas stations from behind the wheel. Two million drivers already have...
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More Industry News
Buick Buy Out
GM has offered to buy out Buick dealers that don’t 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...
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Corvette E-Ray
The Chevrolet Corvette E-Ray was revealed on 1.17.2023, 70 years, to the day, that the first Corvette was introduced. The Harley Earl-designed, 1953 model Corvette was the first mass produced, fiberglass bodied sports car in the US. The new E-Ray is anticipated to be a...
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Sales Increase
GM reported a 2022 year over year 2.5% sales increase even with supply struggles mixed with slowing demand toward the end of the year as interest rates continued to rise. GM’s US dealers sold approximately 55,000 more new vehicles last year than in 2021. GM...
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Cruise
GM’s robotaxi unit, Cruise, plans to enter many markets and scale up operations to thousands of vehicles in 2023. Cruise has announced plans to start offering rides in Austin and Phoenix, in addition to its current base in San Francisco. ...
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EV Battery Technology
GM and battery manufacturer Microvast are partnering to develop new electric vehicle battery technology and build a factory in the United States. The factory will manufacture what Microvast calls specialized separators. The factory and tech development will be funded by a $200 million grant from...
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EV Chargers
About 1,000 GM dealers have enrolled in the Dealer Community Charging Program. The program is an initiative that is aimed at doubling the number of Level 2 electric vehicle chargers across North America by 2026. GM has also selected EV charging manufacturer FLO to make...
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Backlog
GM and Ford Motor Co. both expect to clear backlogs of unfinished vehicles before the end of the year, after battling supply hold ups. GM shipped out the majority of its 95,000 vehicles awaiting microchips and other scarce parts in the third quarter. While the...
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Return to Office
GM has set a new deadline of January 30 for most salaried employees to stop working remotely for most of the workweek. GM initially intended to call workers to return to the office for three or more days a week in December. Senior leadership has...
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Customer Satisfaction Recall 15801A: Emergency Vehicle Reduced Power: The previously placed reprogramming hold on all 2012 model year vehicles involved in the recall, due to missing variables in the required calibration, has been removed. The new calibration is now updated and available for all 2012...
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More Recall Updates
February 2023 Recall Update
Customer Satisfaction Recall N212354520-04 Heated Seats: The recall bulletin has been updated to revise the correction, parts, warranty and service procedure. Models that are impacted by the update include certain 2022 Chevrolet Silverado 1500 LTD, Silverado 1500 New, Traverse, GMC Sierra 1500 Limited, Sierra 1500...
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January 2023 Recall Update
Customer Satisfaction Recall N212354520-02 Heated Vented Seats Retrofit: The recall bulletin has been updated to include additional makes and models in the population. The warranty section has been updated to include labor times for the additional models. The recall affects certain 2022 Buick Enclave, Cadillac...
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December 2022 Recall Update
Customer Satisfaction Recall N212354521-02 Heated Vented Seats Retrofit: The recall bulletin has been updated to revise the correction statement, update the parts section and add an administrative allowance in Net/Admin Allowance for the Sierra HD/Silverado HD only for the radio exchange through the ESC. The...
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November2022 Recall Update
Safety Recall N212352530 Windshield Wiper Failure: Approximately 681,000 Vehicles are included in the recall program that affects certain 2014-15 Chevrolet Equinox and GMC Terrain vehicles. The ball joints in the windshield wiper modules may experience corrosion and wear resulting in the separation of one or...
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October 2022 Recall Update
Special Coverage N192266180-01 Front Wiper Transmission Arm Linkage Failure: The bulletin has been revised to allow for the option of replacing the wiper transmission kit or module. A new labor code, part number, and procedure for installing the kits has been added. The special coverage...
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September 2022 Recall Update
Safety Recall N202324251-03 Roof Rail Air Bag Inflator May Rupture: Special Coverage N192266181 Wiper Transmission Arm Linkage Failure: Approximately 780,000 vehicles are included in the special coverage population. Certain 2010-12 model year Chevrolet Equinox and GMC Terrain vehicles may experience separation of one or more ball...
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August 2022 Recall Update
Safety Recall N202324251-03 Roof Rail Air Bag Inflator May Rupture: The recall bulletin has been updated to reflect an updated QR code recording process. The recall affects certain 2015-16 Chevrolet Silverado 1500, Silverado 2500/3500, GMC Sierra 1500, and Sierra 2500/3500 trucks.
Safety Recall N212356050-01 Driver Seat...
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July 2022 Recall Update
Safety Recall N20232425-02 Roof Rail Air Bag Inflator May Rupture: The recall has been updated to provide notification that all involved VINs are now open in IVH for the recall. The WCAP section has been updated in the bulletin. The recall affects certain 2015-16 Chevrolet...
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Error 919: Vehicle Evaluation Criteria is 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-...
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More Reject of the Month
Reject of the Month - February 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 battery replacement.
The technician performed all service items...
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Reject of the Month - January 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 2 with SPS and provided the Warranty Claim Code...
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Reject of the Month - December 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 coming off...
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Reject of the Month - November 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 for payment, and ultimately received an...
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Reject of the Month - October 2022
The following transaction was submitted and paid with no reject messages. A 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...
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Reject of the Month - September 2022
Error 066: Labor Code xxxxxxx is restricted and requires GM authorization.
The 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...
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Reject of the Month - August 2022
Error 073: Total Other Labor Hours Exceed the Allowance for Labor Code
A warranty transaction was submitted to address a no start, no crank condition on a 2020 Chevrolet Impala with approximately 20,933 miles. Additionally, the customer noted that there were many different warnings on the...
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Reject of the Month - July 2022
Two different transactions with two different reject messages, both with the same result – missing attachments with supporting documentation.
Interested in “tightening up” the time to process warranty transactions at the dealership? Or, do you, or your management team feel that transactions may be in Pending...
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