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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The following articles are derived from jlwarranty's Warranty Administration Program. Start TrialLatest GM Warranty News
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Special Coverage Within Warranty and Beyond Warranty
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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Warranty Repairs on Canadian Vehicles in the United States
For the safety and convenience of all GM customers, US dealerships are permitted to perform vehicle warranty repairs for Canadian customers touring in the United States.
Dealerships must verify the vehicle is eligible for the services to be performed by reviewing VIN information in Investigate Vehicle...
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Vehicle History File and Record Retention
Both paper filing and scanning of job cards, including any supporting documentation associated with the warranty repair, is a task that shouldn’t be taken lightly. The longer this paperwork is not entered in its appropriate place, the greater the chance it comes up missing. Missing...
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Added Operations
Once an added concern has been inspected, verified, and determined to be necessary, service management must document their authorization (date, time, signature/initials, and explanation) on the job card prior to work performed. The explanation must clearly identify how the additional work became a concern.
Examples include:
The...
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PDI Fluid Adds
Washer fluid may be claimed during a new vehicle prep, but only OptiKleen washer fluid may be claimed. For proper performance, as well in compliance with state and local laws, dealers must dilute this product with water for its proper use. For maximum protection in...
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Lifetime Parts Warranty
Effective 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). Limited lifetime parts are covered as long as the original purchaser still owns the vehicle. Labor is covered for...
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Parts Expediting
It is unreasonable to expect that your parts department will always have the part your technician needs to repair your customer’s vehicle. And because it is important to GM that your customer’s warranty concerns are corrected the same day they bring their vehicle to you,...
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GDS2 Printouts for Add On Repairs and Repeat Repairs
The General Motors Global Diagnostic System 2 (GDS2), a PC-based software application, is designed to diagnose and repair on-board automotive electronic systems. This scan tool produces a printout. That printout must be attached to the job card in the following situations:
When an add on repair...
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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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Customer Enthusiasm
Customer Enthusiasm: GM partial or full coverage of vehicle repairs within the applicable time and mileage limitations of the New Vehicle B2B Limited Warranty coverage that are not the result of a covered defect in material or workmanship.
Do not mark claims as Customer Enthusiasm in...
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95/5 & Repair Completion Dates
Always double check the repair completion date when submitting a transaction. The Repair Completion Date field in GWM automatically defaults to the job card open date. Some DMS may default to the job card invoice date. It may be necessary to manually update the job...
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Scanning Issues
The following are some scanned document issues that may delay WSC approval: the blank back side of the document is scanned instead of the front, pages missed with the scanned file, the document is too light or too dark, scanned pages overlap or are cut...
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Reducing H-Routes
The following are some best practices to help speed up warranty payments and reduce h-route transactions: ensure vehicles have a SAVI scan, ensure odometer mileage is accurate (the mileage should match the SAVI dashboard). If a claim must be routed be sure to include required...
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Error Message 861
Effective August 12, 2024, error 861, odometer discrepancy discovered, will no longer be able to be routed for review. For rejected transactions, verify that the mileage submitted on the transaction is accurate as of the job card open date. Validate the mileage using the SAVI...
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Error Message 005
Effective August 12, 2024, the error 005, invalid GMIN supplied for technician will no longer be able to be routed for review. For rejected transactions, take the necessary action to correct and resubmit. Verify that the GMIN is accurate and active in GlobalConnect for the...
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Dealer Empowerment
OLH empowerment for the second half of 2024 has been released. Dealers that achieved minimum STS and/or 95/5 levels either remained at or moved to a higher empowerment level while dealers that had scores below minimum remained at or dropped to a lower empowerment level....
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OLH Empowerment
OLH empowerment level may be viewed on the Empowerment tab of the Service Agent Profile in GWM. Regardless of empowerment level, service management authorization requirements apply as well as required job card documentation. ...
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Service Management Approvals and Authorizations
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Maintenance Programs
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Authorizations and Attachments
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Missed Revenue - Parts Expediting
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Emissions Warranty Coverage
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Parts Warranty Coverage
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PET: Charging the Customer in Excess of Warranty Rates
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Warranty Parts Center
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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
Customer Authorization to Perform Repairs
No customer signature continues to be one of the most common warranty non-compliance deviations.
Each policy and warranty job card is to be signed by the customer authorizing the dealer to perform the requested service/repairs. Authorization must be obtained at initial write-up and prior to any...
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Pre-Repair Authorization
The Pre-Repair Authorization (PRA) Process and Information Bulletin, 18NA306, was updated in early-August to include the 2025 model year and update details on when the PRA process is not required.
Remember! A Pre-Repair Authorization number is required before any of the restricted components listed in the...
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Bulletin Updates
Bulletin 21-NA-068 Transmitter Key Fob Warranty Replacement Requirements has been updated to include the 2025 model year. The bulletin applies to 2017-25MY GM passenger cars and trucks that are equipped with RPOs ATH or AVJ: Lock control, entry- remote entry, extended range, passive entry, all...
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Loaner Reimbursement
Loaner Reimbursement - The following policies are in effect when a dealer requests reimbursement for a loaner vehicle expense.
The number of vehicle loaner reimbursement days claimed must be justified by the warranty repair(s) performed. Vehicle loaner periods are to be based on actual time the...
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Service Technical Bulletin Updates
Several important warranty bulletins have recently been updated. As with Service Technical Bulletins, always be sure to reference the most current version.
The Required Operating Procedures – 8 Points Bulletin, 23-NA-154 (Version 3), has been updated to include BrightDrop models and to include the 2025 model...
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Policy Evaluation Tool
The Policy Evaluation Tool (PET) must be used to determine GM participation in out of warranty/policy repair situations. The tool is available within the Dealer Aftersales Empowerment Portal. As a reminder when offering a policy decision: labor, parts, and net item expenses must be calculated...
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GM Approvals
The majority of dealer submitted claims can be processed and paid without the need for GM review or approval. GM entrusts dealers with an “open checkbook” approach with the agreement that all claims follow written warranty terms and comply with Service Policies and Procedures. There...
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GM Authorization
When a claim is submitted with GM Authorization for review, your expectation is that the claim will be paid. Chances are, the claim has rejected at least once, the dealer correctable issues have been resolved, and an issue remains that is preventing payment. Remember, if...
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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
WPC
To ensure packages arrive at the WPC in a safe condition, adhere to the following part packaging guidelines: when possible, the container from the new/replacement part should be used for the return of the failed part, drain all fluids, bolt and strap units to the...
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Battery Warranty Codes
A warranty code on the printed test result slip is decodable by GM to capture critical information on batteries that require replacement. The complete code must be entered on the warranty transaction in the labor dependency field. Codes will be 15-digits with GR8, 16-digits with...
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Vehicle Wide Programming
As a reminder, not all modules can be programmed with VWP, e.g. radios. As a best practice, program radio software using traditional programming methods first then perform VWP. Additionally, field actions will not close unless the VWP summary screen shows all modules, including the radio,...
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Cause Description
The cause description is the free-form text that the technician has indicated on the job card to describe in detail the cause of the failure and reason for repair. The description should include the name of the causal part and why it failed. ...
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Supporting Documentation
Certain types of transactions require specific document attachments. Without the proper documents, the claim is susceptible for return to the dealer.
The following types of transactions have attachment requirements:
alignments (before/after measurements),
policy (PET),
ZPTI/ZPTC (original invoice),
ZSSP (itemized job card to support the total amount being claimed),
customer reimbursement (customer...
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Refrigerant (R1234yf) Service
All GM-approved recovery / recharge equipment has an integrated data recorder with printer. The tool records and prints the VIN, pressures, temperature, recovered/recharged amount, gas analysis results and encrypts the information into a warranty code. The warranty code must be entered into the comment field...
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Job Card Final Closeout
Before closeout of the job card, the odometer ending mileage must be recorded and transferred from the technician shop copy to all copies of the job card. Job card open and close dates entered in GWM must be substantiated by job card documentation. Service P&P...
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Service Workbench PRO Sunset
GM has made the decision to discontinue Service Workbench PRO (SWB) by June 2025. Dealers currently using SWB PRO for their Service Lane Tool (SLT) will need to transition to an alternative SLT. The PASE Service Lane Tool Requirements will be updated in 2025. 3Synergy,...
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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
Corvette Zora
Chevrolet engineers have been spotted at Germany’s famed Nurburgring with what could be the most powerful Corvette yet: the rumored, but not confirmed, Zora. Expect the Zora to pair the ZR1’s twin-turbocharged 5.5L V8 engine with the E-Ray’s hybrid system, bolted on the front axle...
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2024 Canyon
GM has issued a stop-sale and recall on some 2024 GMC Canyon midsize pickups to fix a headlamp defect. The recall affects approximately 13,200 Canyons. About 40% of the involved trucks are in dealer inventory or in transit. ...
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EVgo
GM is expanding its partnership with EVgo, an electric vehicle charging network. The new charging stalls will be located near dining and shopping amenities in flagship locations, with 350-kilowatt fast charging, lighting, canopies and security cameras. The chargers will be co-branded as both GM Energy...
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Cadillac Lyriq EV
Approximately 24,200 all-wheel drive Cadillac Lyriq EVs have been recalled due to a software fault that causes the ABS to falsely activate. The recall affects 2023-24 models. The ABS may activate at speeds below 25 mph on dry surfaces, reducing brake effectiveness. The EBCM software...
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Buick City
The former Buick City site in Flint has a first tenant, a supplier to GM, Victory Packaging. The supplier is taking half of the first spec building at the Flint Commerce Center. The center is being constructed by one of Michigan’s largest brownfield redevelopments, Ashley...
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2025 GMC Terrain
The Terrain compact crossover has been redesigned with a look inspired by the brand’s pickups, larger screens and more stand safety features. The entry level Elevation trim, which replaces the SLT and SLE, will be the only Terrain variety available for the 2025 model year....
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2025 Cadillac Escalade
The fifth generation Escalade for 2025 has been freshened to incorporate front-end designs and lighting technology from the Lyric, the Celestiq and the Escalade IQ. Cadillac has carried over the Escalade IQ’s 55-inch interior screen as well as an optional Executive Second Row Package. The...
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The Renaissance Center
Consideration is being given to tearing down a portion of the Renaissance Center in Detroit, which will be vacated by GM when it moves to its headquarters. Officials have been engaged in discussions for months regarding the future of the iconic complex built in the...
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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
October 2024 Recall Update
Safety Recall N212345946-02 High Voltage Battery May Melt or Burn: The revised bulletin contains an update to the parts language. The recall affects certain 2020-22 Chevrolet Bolt EV and 2022 Chevrolet Bolt EUV vehicles.
Safety Recall N232404980-01 Driver Front Airbag Inflator May Rupture: The bulletin has...
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September 2024 Recall Update
Special Coverage N232395330-01 Turbocharger Replacement: The parts table has been revised within the special coverage bulletin that affects certain 2017-18 Buick Encore, Chevrolet Sonic, and Chevrolet Trax models equipped with a 1.4L engine.
Customer Satisfaction Recall N232414840-02 Intermittent Loss of Trailer Brakes: The recall bulletin has...
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August 2024 Recall Update
Safety Recall N232408490 (Both Sides), N232408491 (Left Side), N232408492 (Right Side) Roof Rail Airbag Inflator May Rupture: In certain Buick Verano and Chevrolet Cruze vehicles the left and/or right-side roof rail airbag (RRAB) inflator may contain a manufacturing defect which may result in a rupture...
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July 2024 Recall Update
Safety Recall N232426400-04 Tailgate May Open Unexpectedly: The recall bulletin has been revised to update the service procedure to include an inspection requirement. The service part must be inspection prior to installation. The recall affects certain 2020-24 Chevrolet Silverado HD 2500/3500 series and GMC Sierra...
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June 2024 Recall Update
Safety Recall N232413120-02 Driver Front Airbag Inflator May Rupture: The recall bulletin has been updated to announce that all remaining VINs have been moved to open status. The recall involves certain 2013 Buick Verano, Chevrolet Aveo, Camaro, Sonic, Trax, and Volt models.
Customer Satisfaction Recall N232413430...
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May 2024 Recall Update
Customer Satisfaction Recall N232415060-01 Block Main Oil Gallery Hot Core Pin Casting Defect: The recall bulletin has been revised to update the warranty information. Certain 2023 Chevrolet Colorado, Silverado 1500, and GMC Sierra 1500 vehicles equipped with a 4 cylinder, 2.7L, gas engine are included...
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April 2024 Recall Update
Emission Recall A222379711 DTC P0521 Permanent Status Not Properly Cleared: Dealers are to reprogram the ECM in certain 2020-23 Buick Encore GX and 2021-23 Chevrolet Trailblazer models to address a condition in which the ECM may not clear the permanent status of DTC P0521. A...
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March 2024 Recall Update
Safety Recall N222364860-01 Driver 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, and Yukon XL...
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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 - October 2024
Error 857: SPS events not found for all modules related to Field Action.
A dealer performed Recall N242435631: Serial Data Gateway Module and Radio on a 2024 Chevrolet Tahoe. The recall addresses a condition in which the battery is at risk for a drain following an...
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Reject of the Month - September 2024
Follow Up: The August edition of the Warranty News contained a Reject of the Month issue related to error message 021: Service Agent Exceeded the Allowed Amount for ZREG Transaction Type.
The almost $9,000 transaction for an engine replacement on a 2024 Chevrolet Silverado with 38...
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Reject of the Month - August 2024
Error 21: Service Agent Exceeded the Allowed Amount for ZREG Transaction Type
A job card was opened in April to address a coolant leak on a 2024 Chevrolet Silverado with 38 miles on the odometer. The customer stated that steam was rising from under the hood....
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Reject of the Month - July 2024
Error 111: Days allowed between Repair Completion and Job Card Date was exceeded.
On 12/1/2023, a customer dropped their 2023 Chevrolet Malibu off at their local dealership for repair. The customer noticed that the battery would not hold a charge and a check engine was light...
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Reject of the Month - June 2024
Error Code 859: SPS Claim Code has already been used on previous claim.
The owner of a 2024 Chevrolet Silverado took their vehicle to the service department for resolution of two intermittent concerns. The first concern was with an inoperable radio and only the bowtie emblem...
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Reject of the Month - May 2024
Error 872: Dongle vehicle data is required for this transaction and not received.
All 2010 and newer vehicles, excluding medium duty trucks, Chevrolet City Express and BrightDrop vehicles, that enter the service lane, and result in a warranty claim submission, require use of a dongle device...
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Reject of the Month - April 2024
Over the course of Q1 2024, many dealers received an Electronic Dealer Audit. The EDA process involves the selection of 10-15 job cards for review. The job card selection is trend focused, meaning specific job cards are selected for the review based on a specific...
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Reject of the Month - March 2024
Error 834: Repair Performed Prior to Start of Warranty
A new 2024 Cadillac Lyriq was delivered to the dealership in January with the accessory bag missing from the interior of the vehicle.
The dealership opened a job card with documentation supporting the missing components and the appropriate...
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