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The following articles are derived from jlwarranty's Warranty Administration Program. Free TrialLatest GM Warranty News
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Concern Not Duplicated Labor Operations
CCND labor operations are used to pay the technician for the time involved in inspecting and trying to recreate a customer concern, that ultimately could not be duplicated or repaired. While every technician should be paid for their time, using these labor operations can sometimes...
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Other Labor Hours
When a technician is requesting other labor hours, 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 separate time punch for OLH must be distinguished and identifiable from the other punch...
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Sublet Repairs
When a specific warranty repair cannot be performed at any given dealership, the dealership may have the repair performed at an alternative repair facility. If your dealership does not have a body shop, paint claims and transportation claims involving body/paint repairs must be sublet to...
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Straight Time Reminder
Straight time (ST) is time not published in the Labor Time Guide. The technician must document all steps taken to support the repair they made and must have an individual and labeled (e.g. “ST”) clock time to support the repair. Service management is responsible for...
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GM Accessories Employee Discount Program
The program provides eligible participants residing in the United States with the opportunity to purchase accessories with a GM discount at participating US dealerships. GM employees and their authorized family members are eligible for a discount equal to 20% of MSRP on eligible GM Accessories,...
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GlobalConnect Recovery
GM has released a GlobalConnect recovery website that may be used in the event the GlobalConnect Homepage can not be reached. The link will take you directly to the Sales and Aftersales GlobalConnect applications.
http://www.gmglobalconnect.com/sites/GlobalConnect/gc-static/#/country/us
Be sure to save the link for future use!
In addition to the...
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Supporting Documentation
Supporting documentation is the paperwork that in many instances accompanies a warranty repair. GM states that this paperwork must be retained for a minimum of 24 months from the date of payment. These records must be made available and provided to a GM representative upon...
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Reminder! Option C Labor Rate Dealers
Have you noticed that the labor reimbursement on your warranty claims is more than what is closed on the job card and not sure why there is a discrepancy?
Effective on January 1, 2024, dealers who enrolled or are continuing in the Option C Warranty Labor...
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GM Warranty Tips
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Included Maintenance
Maintenance Program reimbursement rates for specific vehicles increased effective with job cards opened on or after February 1, 2024. The program provides one included maintenance visit within the first 12 months of vehicle ownership. (The Corvette receives one visit in 24 months of ownership). The...
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Customer Authorization Unavailable
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 (explanation, date, time, and signature/initials)...
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Customer Authorization and Stock Units
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 job card is written by...
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Add On Repairs
Regardless of the date, subsequent warranty customer concerns based on MPVI are considered added customer concerns and will be treated as such. Add on repairs identified during MPVI or CPO inspections must have the concern clearly identified on the applicable inspection form to support the...
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Job Card Reprint
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 ...
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Labor Rate
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 Form provided by the...
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Parts Expedite
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. ...
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Accessories
Through the new Accessorize with Confidence Program, GM will pay for labor time associated with removal of GM Accessories from a showroom vehicle. If an accessorized showroom vehicle does not sell as is, GM will cover the dealership by paying for the removal of accessories....
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Maintenance Programs
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Technician Accounting of Labor Time
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Sublet Repairs
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Electronic Exchange
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Cross-line Warranty
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Warranty Briefs: Creating an Add On Report
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Confirm Powertrain Coverage
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Warranty Briefs: Warranty Battery Replacements
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Warranty Columns
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More From Warranty 101
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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Process and Time Management
Many changes have occurred over the past years in dealerships across the country. One change that continues to affect most every dealership is turnover and/or reduction of staff. As a result, remaining employees often wear multiple hats.
For those responsible for warranty administration, pinning down service...
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Service Management Approval Requirements
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 own unique authorization. For example, if you have a job card that is...
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Car Bravo
In September 2023, GM announced that GMPP claims were no longer accepted through the Global Warranty Management System, previously submitted as a ZSCT transaction type. Dealers may contact GMPP at 800.631.5590 for GMPP coverage questions and to initiate a claim.
Warranty claims for repairs performed on...
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Authorization Code G and SAVI
Dealers that have achieved SAVI scan utilization above 98% have earned the ability to self-authorize transactions that have rejected with error message 872: Dongle vehicle data is required for this transaction and not received.
Those dealers received notification in early October that they are empowered to...
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Most Common Audit Deviations
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, Procedures, and GWM tile.
The document focuses...
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Dongle Reminders:
The dongle device scan requirement for each warranty transaction has been in effect now for a few months. Claims that are submitted without a scan and a valid exception will not be paid (rejected with error code 872).
As a best practice, dealers should scan every...
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Transportation Transactions
Transportation Transactions: Every GM dealer is responsible for inspecting each vehicle from the carrier and recording any loss or damage using the carrier’s proof of delivery (ePOD) system. Claims for loss or damage must be submitted according to procedures outlined in the Transportation, Vehicle Storage,...
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More Technical Notes
CarBravo
All GM dealers are authorized to perform qualifying warranty repairs on CarBravo vehicles. Warranty claims are submitted through GWM. The CarBravo Warranty Administration Guide is available at CarBravo HQ on GlobalConnect. ...
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Chevrolet Blazer EV
Electric Vehicles (EV’s) contain a significant number of electronic modules that may require software updates. These updates are important to not only correct issues but also enhance vehicle functions. If a customer owned 2024 Chevrolet Blazer EV is brought in for services, it is recommended...
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Hummer EV 37” Tire Calibration
When a 2022MY or newer GMC Hummer EV is modified with aftermarket oversize tires (37” only) the odometer and speedometer should be recalibrated to maintain accurate readings. A tire no larger than 37”x12.5” is recommended. Techline Customer Support Center must be contacted for programming requirements...
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Cross Line & Field Actions
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 & Procedures Article 4.8 ...
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Warranty Block
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 Replacement Parts Warranties. Any other vehicle repair coverage may be...
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Roadside Assistance Program - Roadside Reunite
The Roadside Assistance-Reunite program is applicable when returning a vehicle for customers who are traveling more than 100 miles from their home, and their vehicle is disabled with a warranty related disablement (tire related disablements and battery replacement for a faulty part are not considered...
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Service Training Standards
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 Path and will not become STS requirements until...
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ELW and EFM Programs
Dealer sales of Extended Limited Warranty (ELW) and Extended Factory Maintenance (EFM) were discontinued on December 31, 2023. Dealers may access the GM Protection Information site, GM Protection | GM Financial, for the suite of F&I products currently being offered. ...
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More Industry News
Plug In Hybrids
GM has plans to reintroduce the plug-in hybrid technology in select vehicles in North America. Plug in hybrids are propelled by both an electric motor and a gasoline engine for backup. Dealers are asking GM to consider plug in hybrids to alleviate consumer range anxiety...
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Frigid Weather and an EV
Freezing weather highlights an electric vehicle pain point, it can deplete the EV battery and slow charging times. Also, the US doesn’t have enough public chargers to give drivers confidence in finding a station when they need it. On average EVs lose about 30% of...
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OnStar One Essentials
An OnStar package called One Essentials will be included as standard content on all vehicles starting with the 2025 model year. The package will combine automatic crash response notifications, navigation, voice assistance and remote vehicle commands that allow locking, unlocking, and starting the engine through...
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Top Sales
A fourth quarter sales gain helped GM log a 14% increase in 2023 over a year prior. 2.6 million new vehicles were sold in the United States. GM topped closest rival, Toyota Motor North America, which sold 2.3 million new cars. ...
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EV Contenders
EV sales continue to rise, but many buyers still want hybrid or internal combustion power. Automakers will have to navigate the medley of demand, technology, features and price. The Cadillac Escalade IQ, Optiq, Chevrolet Equinox EV, Tahoe and Suburban are all on the list of...
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EV Fleet
In 2022 rental car giant Hertz made big news when it announced plans to purchase 175,000 electric vehicles from GM to diversify its fleet. Now Hertz has announced plans to sell about a third of its global EVs this year and use the proceeds to...
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Tesla and GM’s Collab
GM has announced the adoption of the North American Charging Standard (NACS) connector design into its EVs beginning in 2025. This will provide GM drivers with access to 15,000 Tesla Superchargers throughout North America beginning in 2024. GM recommends the use of a GM NACS...
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Supercharger Adaptor
The GM NACS to CCS1 Supercharger adaptor will be sold as a vehicle accessory through the dealership, for the option of ship to home or pickup at the dealership. To get the adaptors to the customer in as quickly as possible, the adaptors will only...
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More Recall Updates
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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February 2024 Recall Update
Customer Satisfaction Recall N232422680 Moonroof Glass Primer: The recall bulletin addresses a condition in which the moonroof glass was produced without clear surface primer. Dealers are to replace the moonroof panel on the involved vehicles. Certain 2024 Buick Enclave and 2023 Chevrolet Traverse vehicles equipped...
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January 2024 Recall Update
Customer Satisfaction Recall N222371151-12 Heated Steering Wheel Replacement Retrofit: The recall bulletin has been revised to include the 2021 model year Cadillac CT4 and CT5 to the population.
Safety Recall N232413120-01 Driver Front Airbag Inflator May Rupture: The recall bulletin has updated to include additional vehicles in...
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December 2023 Recall Update
Customer Satisfaction Recall N232404290 Trailering Label May Have Incorrect Values: Approximately 451 vehicles are included in the recall program that addresses a condition in which the trailering label displays incorrect values. Dealers are instructed to replace the trailering label in certain 2024 Chevrolet Silverado 2500HD/3500HD...
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November 2023 Recall Update
Customer Satisfaction Recall N222388570-01 Outside Rear View Mirror Incorrect: The recall bulletin has been revised to update the Mirror, Outside Rear View part number 86804773 to 86804771. The recall affects certain 2023 Cadillac CT4 vehicles.
Customer Satisfaction Recall N222392960-04 Super Cruise and Surround Vision System Activation:...
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October 2023 Recall Update
Customer Satisfaction Recall N222375790-07 Park Assist Retrofit: The recall bulletin has been updated to provide warranty information table improvements. The bulletin affects several 2022-23 model year Buick, Cadillac, Chevrolet, and GMC vehicles. The bulletin will be revised as parts become available for additional makes and...
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September 2023 Recall Update
Customer Satisfaction Recall N222371151-10 Heated Steering Wheel Replacement Retrofit: The bulletin has been revised to add certain 2022-23 model year Cadillac XT4 vehicles. Also, the remaining final 2022 MY Cadillac XT5, Chevrolet Suburban, and Tahoe vehicles have been moved to open status in IVH.
Customer Satisfaction...
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August 2023 Recall Update
Customer Satisfaction Recall N222371151-09 Steering Wheel Replacement Retrofit: The bulletin has been revised to add certain 2022 Chevrolet Traverse and Buick Enclave vehicles to the population. Additionally, certain 2022 GMC Acadia vehicles have been moved to an Open status in IVH. Additional part numbers have...
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More Reject of the Month
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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Reject of the Month - February 2024
Error 804: Invalid transaction type. Repair covered under vehicle warranty.
Error 229: Repeat 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...
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Reject of the Month - January 2024
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 a check engine light. The...
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Reject of the Month - December 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 with the necessary EV equipment for...
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Reject of the Month - November 2023
Reject 072: Total Parts Exceeds the Allowance for Labor Code 1444774.
A technician was installing accessories on an inventory vehicle, a 2023 Chevrolet Tahoe. The technician removed the Tahoe emblem to install the LPO black emblem and found that there was a paint defect underneath.
The technician...
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Reject of the Month - October 2023
Error 857: SPS events not found for all modules related to Field Action.
A dealer performed Recall N222375791: Park Assist Retrofit on a 2023 Chevrolet TrailBlazer. The transaction was submitted with labor operation number 9106540 and 1.1 hrs labor.
The latest version of the recall bulletin, released...
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Reject of the Month - September 2023
A dealership performed a warranty battery replacement on a 2022 Chevrolet Bolt.
The replacement was not replaced in accordance with the Product Safety Recall involving the High Voltage Battery in the 2020-22MY Bolt EV and EUV (e.g. N212345941).
The High Voltage Battery associated with the repair was...
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Reject of the Month - August 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 to correct the condition. The technician included...
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