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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LTG Frequently Asked Questions
A new FAQ section has been added to the Labor Time Guide. This FAQs section is found in the Preface tab. Below are some of the answers to the questions posed:
The Labor Time Activities group is responsible for warranty repair time studies and Pre-Delivery Inspection...
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Reminder: Seals and Gaskets
Article 1.1.1 of the Parts Policies & Procedures Manual states that seal and gasket failures within 6 months of installation are not covered by the parts warranty. If a seal or gasket fails within that time frame, GM’s rationale is that the seal or gasket...
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PDI’s, Fluid Adds, and DEF Fluid
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 and the manner in which...
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Starting Out as a New Warranty Administrator
Many dealerships encourage and support technician apprenticeship programs. Such programs pair a seasoned, well-skilled technician with a new to the trade student. These students have the opportunity to learn the skills of the trade from someone that has worked in the field for some time,...
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Proactive Alerts
On connected vehicles, GM is able to evaluate the condition of your customer’s battery and report the state of health to the customer through the Vehicle Diagnostics Report and/or to the dealer through the Multi-Point Inspection screen on Service Workbench. Technicians may also validate alerts...
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Early Bird Envelopes, Drop Off & Pre-Write Up Forms
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 when they sign the envelope....
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Damage that is not Considered Transportation Damage
All new vehicles delivered to dealerships from General Motors require an inspection while the carrier driver is still present at the dealership. If damage is found, or there is a missing component, it must be noted on the electronic or paper delivery receipt (or Letter...
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Dealer Audit Compliance Credit
Dealerships across the country have provided feedback through regional meetings, focus groups, post-audit surveys, and advisory boards that was heard at GM. Through this feedback, GM is introducing new programs aimed at helping dealers by having District Managers reach out and schedule time with dealership...
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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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CSMT PRA App
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 email box. It...
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Part Quantities
The maximum part quantity that may be entered in the part quantity field of the warranty transaction is 99. To account for quantities that exceed 99, e.g. R1234YF, submit the quantity that exceeds 99 in the miscellaneous net item field. It may be necessary to...
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Employee Discount Program
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 available toward the purchase of...
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Mail Out Review Tip: Repair Documentation
All elements of a warranty repair, technician time stamp, parts billed out on the job card, variable diagnosis time, OLH and diagnostic aids must follow a logical order for the repair process. P&P Article 6.2.5
Common Deviation: Diagnostic time is punched after the part(s) are billed...
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Mail Out Review Tips: Time Documentation:
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/stop time(s) while on premises the same day. P&P Article 6.2.5
Common Deviations:...
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Mail Out Review Tips: Job Card Close-Out
The complete cause and correction as documented by the technician on the shop copy must be transferred to all other copies of the job card/invoice and entered in the cause and correction fields in GWM at time of first transaction submission. P&P Article 6.2.4
Common Deviation:...
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Mail Out Review Trends: Weak 3 C’s
The condition, cause, and correction statement for the repair performed must thoroughly describe the warrantable failure, and what was done to correct the condition. The cause and correction statements documented by the technician are crucial to accurate labor operation selection, and consequently the labor time...
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Mail Out Review Trends: Add On Repairs
In recent MOR’s we have made note that several of the reviewed job 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...
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Parts Department and Warranty Compliance
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Cadillac CPO Bumper to Bumper Warranty
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Cadillac CPO Limited Warranty
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New Cadillac CPO Limited Warranty
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Tire Coverage
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Empowerment
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Perforation Corrosion Repairs
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Maintenance Programs
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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 Reimbursement
All customer reimbursements require a rationale in support of the claim and entry of a logical explanation in the complaint/cause/correction field of the transaction, including the customer’s description of the event that caused the out of pocket incident.
Dealers may reimburse an owner and submit a...
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Goodwill Tools to Increase Customer Satisfaction
Goodwill Tools to Increase Customer Satisfaction: General Motors empowers dealers with the ability to use policy and goodwill tools as deemed appropriate, to satisfy and retain customers that are loyal to their vehicle brand and your dealership. GM offers a multitude of goodwill tools that...
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A/C Repair Documentation
With the heat of summer upon us, air conditioning repairs will increase in dealerships across America. Most air conditioning repairs require evacuating and recharging a vehicle’s refrigerant for diagnosis. GM recommends the GE-48800 Cool Tech machine for vehicles equipped with R134a, and the GE-50300 for...
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Sublet Repair
While most warranty repairs are performed at dealerships, some repairs at some dealerships are performed elsewhere. These repairs are referred to as sublet repairs. GM authorizes dealers to use an alternative repair facility, such as a body shop, without further approval. Dealers are responsible for...
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Policy, Goodwill, Customer Enthusiasm, and Warranty
All GM warranty transactions are not the same. Warranty, Policy, Customer Enthusiasm and Goodwill transactions may all be paid by GM, but are all handled uniquely to satisfy the customer’s request for assistance. The following terms are used to describe the different payment categories:
Customer Enthusiasm...
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Important Bulletin Updates
Bulletin 04-00-89-015U - The Required Operating Procedures bulletin has been updated to include the 2020 model year. 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...
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Core Notes
In order for dealers to receive core credit, the core must be returned in the original package of the replacement unit purchased from GM (with the exception of catalytic converters, fascias, or bumper covers, and select wheels (peel off proof of purchase label is required...
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Straight Time
Occasionally, you may be looking up a labor operation in the Labor Time Guide and find that it does not have a published base time, instead it lists “ST” (for Straight Time). But what does this mean? And how does it affect your ability to...
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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
Tire Bulletin
The New Vehicle Tire Warranty Program bulletin was updated in August. The latest version, 20NA159 (formerly 00-03-10-003Z) has been released with the new Global template format. The latest version also includes the 2021 model year and includes the following clarification in the What’s Not Covered...
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CSMT App
The CSMT PRA tool app for pre repair authorization must be used with warranty replacements of the following components: wheels, seat cover and cushions, outside mirror assemblies, steering wheels, and interior door trim. (Not to be confused with the Tire PRA process or the Claim...
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CSMT PRA Process
This process is used to submit an authorization request prior to replacing wheels, outside mirrors, seat covers and cushions, steering wheels, and interior door trim under warranty.
Transportation transactions and over the counter part warranty transactions do not require submission of a PRA.
Transactions for a repair...
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CSMT PRA Tool
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 (PRA) feature that improves the users experience...
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Customer States
When the technician finds an additional concern while performing a repair, a MPVI, or state inspection, it should not be added to the job card with “Customer States,” since the customer did not express concern with the issue. In this scenario, the job card concern...
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Corvette Maintenance
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 event for the 2020...
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Transportation Claim
The transportation claim submission requirements bulletin, 15-00-89-002B, has recently been updated. The latest version includes the 2020 and prior model years. The bulletin details transaction requirements for transportation damage repair claims with a repair cost of $500 or greater. These transactions must be submitted with...
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STS Empowerment Thresholds
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 the minimum requirements by completing in-dealership...
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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
The Cadillac Lyriq
The premium luxury SUV, the Lyriq, is scheduled to be in showrooms by late 2022. The new EV will be available in rear-wheel drive and all-wheel drive. The brand will also be equipped with a range of more than 300 miles, an augmented reality head-up...
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Work From Home
Hundreds of GM salaried employees are working at factories, tech centers, and other facilities, but the majority have been working remotely since March of this year. At this point GM states that their outlook is to continue to operate as they are today until June...
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The UAW
The UAW is moving past the auto industry, now breaking into a new industry, postdoctoral researchers from Columbia University. The Detroit based union known for fighting to protect pay and benefits of hourly factory workers employed by Ford, General Motors, and Fiat Chrysler Automobiles has...
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Car-Free Buick
The 2020 Regal is the final sedan for the Buick line with the focus going forward on SUV’s and crossovers. It is anticipated that in 2023 there will be a shift toward electric vehicles, with a mid-size crossover and two SUV’s. The Encore is currently...
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Cadillac
Cadillac is going to be GM’s lead electric vehicle brand and has plans to introduce its first EV in the next few years. The sporty, mid-size crossover, the Lyriq is scheduled to go on sale in 2022. It will be one of the first vehicles...
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Technology
Post-pandemic, dealers will embrace technology more than they have before and adjust processes to new consumer trends. Retail technology providers have released new features and products to help dealerships reach the consumer during the pandemic; technology such as text-messaging, contactless service pickups and drop-offs, and...
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Truck Sales
US new vehicle sales dropped a staggering 34% in the second quarter of 2020. On a high note, full-size pickups became the US auto industry’s largest segment in the second quarter, with one in four of the vehicles sold by non-luxury brands from April through...
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Service Department
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% said they...
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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 2020 Recall Update
Safety Recall 17167-02 Loss of Power Steering Assist: The recall that affects certain 2014-16 Caprice Police 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...
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September 2020 Recall Update
Safety Recalls 14491I, 14735H, 15406H, 15815-07, 15816-07, 17478-03, and 18015-03 Front Passenger Air Bag Inflator Module: The recall bulletins have been updated to provide warning information to ensure correct airbag installation, new part number information, updated repair labor code, and WCAP reimbursement. The recalls affect...
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August 2020 Recall Update
Special Coverage N182188250-02 Loss of Continuity within Accelerator Pedal Position Sensor Circuit: The bulletin has been updated to reflect a revised parts table. The special coverage affects certain 2017-18 Buick LaCrosse, 2018 Buick Regal, and 2016-18 Chevrolet Malibu vehicles.
Customer Satisfaction Recall N182195660-01 Predictive Monitoring for...
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July 2020 Recall Update
Special Coverage N182180270-01 Tail Lamps Inoperative: The special coverage bulletin has been updated to include the 2017 model year. Involved vehicles include 2015-17 GMC Yukon, Yukon XL, Yukon Denali, and Yukon Denali XL.
Safety Recall N182206310-04 Diesel Engine Block Heater Cord: The recall affects certain 2017-19...
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June 2020 Recall Update
Customer Satisfaction Recall N192264450-03 Premature Brake Wear Notification: The recall bulletin has been revised to add the 2019 Cadillac CT6-V, and to update the parts and labor tables. The recall affects certain 2019 Cadillac CT6 & CT6-V vehicles equipped with brake lining wear system life...
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May 2020 Recall Update
Recall N182206311-04 Steps to Avoid Low Coolant Comeback: The recall bulletin was updated to include important changes to prevent customers from returning with a low coolant message when the block heater repair is performed. Technicians are instructed to follow specific steps to make sure that...
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April 2020 Recall Update
Safety Recall 15047-01, 15048-01, 15049-01, 15050-01, 15052-01, and 15053-01 Front Passenger Air Bag Inflator Replacement: The recall bulletins have been updated to include a copy of the customer letter. The recalls affect certain 2005-06 Saab 9-2X vehicles.
Special Coverage N192216430 Airbag Light on Due to PPS...
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March 2020 Recall Update
Safety Recalls 15047, 15048, 15049, 15050, 15052, 15053 Front Passenger Air Bag Inflator: Approximately 2,100 vehicles are involved in the program that affects certain 2005-06 Saab 9-2X vehicles. Involved vehicles may have had an interim like-for-like repair performed under a previous air bag recall. The...
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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 2020
Error Code 10: The warranty is restricted for restriction reason BT on VIN.
The owner of a 2014 Chevrolet Cruze was experiencing a check engine light and reduced engine power concern with their vehicle. There was also a lunging feeling when coming to a stop.
The technician...
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Reject of the Month - September 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 is not transferred from the shop...
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Reject of the Month - August 2020
Error 803: The number of days and distance exceeds the vehicle warranty limits.
Error 086: Excessive customer participation amount.
Error 243: Reject 086 cannot be authorized and must be corrected.
A dealer performed a condenser replacement on a 2017 GMC Yukon with 84,390 miles to address an air...
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Reject of the Month - July 2020
A job card was submitted for a wiring repair on a Chevrolet Silverado. The customer had a concern with several lights illuminated at one time on the dash. The technician noted that there was no communication with the EBCM and a broken wire was located....
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Reject of the Month - June 2020
Our focus this month revolves around avoiding a Warranty Part Center debit. There are a few instances where a GWM Part Return Required Request cannot be fulfilled, such as a labor only repair, fluid-add only, or the part was missing when the vehicle was presented...
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Reject of the Month - May 2020
Did you know that by reviewing a few basic items on the job card prior to submission you may effectively prevent a reject? And, ultimately that is our goal, reduce rejects to increase transactions that are paid accurately and timely. The following three areas of...
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Reject of the Month - April 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 population covered by...
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Reject of the Month
A recent round of Mail Out Reviews brought a few issues/trends to light. The transactions that were reviewed had all been accepted for payment in GWM, but were subject to charge back due to noncompliance. You will notice that all of the issues relate to...
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