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. Free TrialLatest GM Warranty News
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Reconditioning Used Vehicles
Warranty repairs may be performed on dealer-owned used vehicles. These repairs must be approved by service management and that approval, signature/initials, date, time, and an explanation that includes describing how the defect on the vehicle was discovered, must be written out on the authorization to...
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Labor Operations for Single Failures and Consequential Damage
A single customer concern generally results in a single repair. However, there are times when a single customer concern ends up requiring more than one repair to correct that concern.
Examples include:
One fluid leak concern, but more than one leak was found.
One concern of a water...
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Shop Supplies and Waste Disposal Fees
Shop supplies, materials, and waste disposal fees incurred in conjunction with the performance of warranty repairs are part of the dealership’s overall fixed operation expense and are not considered for reimbursement as part of a warranty transaction. This includes the disposal of any warrantable tires...
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Warranty Blocks and Branded Titles
The GM New Vehicle Limited Warranty may be partially or fully voided for a number of reasons. Investigate Vehicle History (IVH) or the dashboard in Service Workbench must be accessed in order to verify warranty coverage and identify any partially or fully voided warranties or...
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Add on Repairs
The two most common examples of add on repair situations are when:
The customer contacts the service advisor to add another concern that was not mentioned at the time of job card write up.
Or when a technician discovers a defect that is not noted on the...
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Part Warranty Clarification
This article is intended to clarify the rules regarding parts warranty coverage, including when a part fails during the part warranty coverage period.
Parts replaced under the New Vehicle Limited Warranty or 100% Policy: Parts that are replaced under the NVLW or 100% Policy will be...
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Parts Scrapping
Following a warranty repair, all parts are to be turned into the parts department by technicians for retention and/or return to the WPC. Warranty parts retained must be identified with the job card number. It is recommended to also identify the last 8 digits of...
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Diagnosis Time When a Part was Ordered
When a technician diagnoses a vehicle that needs a part that the dealership does not stock, the parts department can attempt to buy the part from another local dealership or if not available, have the part express shipped to the dealership. The program is called...
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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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Payment for Sublet Repairs
Sublet repair reimbursement is limited to the lower of the actual sublet invoice or Service Agent’s comparable allowance, calculated at Service Agent parts and labor rates and published GM labor time. ...
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Supporting Documentation
Documentation in support of the repair must be retained for a minimum of 24 months from date of payment. The records must be made available and provided to GM representatives upon request. Examples of required records, when applicable, include all job cards, copies of sublet...
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Sublet Invoice
All job cards with sublet invoices are to be cross referenced. Sublet invoices are to contain the VIN, date of repair, and a description of repairs performed. For both sublet towing and Service Agent provided towing, sublet invoices and Service Agent records must show the...
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Job Card Requirements at Write Up
Service Policies and Procedures Article 6.2.1 references SAVI requirement, vehicle must be scanned with SAVI or approved Dongle device at the time the repair order is opened. ...
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SAVI/Dongle Scan Error
There are a few checks that may be performed if error 872 is received on a transaction. Error 872 occurs when dongle vehicle data is required for the transaction and is not received. Confirm that scans are completed correctly, review the “Before Plugging SAVI In”...
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Battery Errors
The first validation of the Warranty Code associated with the submission of a battery replacement labor operation is verification that the code is the correct number of digits, either 15 digits (GR8) or 20 digits (DCBS). All other validations that trigger errors 881, 882, 883,...
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PET
A copy of the Policy Evaluation Tool result printout must be attached to the transaction when submitting a Policy claim in GWM. The PET must always be run prior to offering GM Policy assistance. The PET total must always match the claim total, if necessary,...
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Goodwill Tools
GCUS-9-14290 was recently released to provide Goodwill Tool updates. The Chevrolet, Buick, GMC, and Cadillac (CBGC) Protection Plans have transitioned to the new GM Protection products offered through GM Financial. These plans are available for new, pre-owned, or leased vehicles, and are eligible only for...
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Battery Transaction Requirements
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Add On Repairs
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Cross-line Warranty
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Most Common Warranty Deviations
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Technician Accounting of Labor Time
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Other Labor Hours
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Maintenance Programs
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Straight Time
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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
Job Card Write-Up and Final Closeout
Service Policies and Procedures Manual Article 6.2.1 states that all customer and vehicle information is to be completed accurately at the time of job card write-up and must include the following:
Job card open date indicating when the vehicle was received at the dealership.
Date must reflect...
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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:
Warranty Transaction: When...
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Parts Expediting
If the GWM system is used properly there should not be any incurred postage costs for the Service Agent’s parts returns. However, if there are special packaging costs, the costs should be submitted in the Freight & Postage field of the Net Item section of...
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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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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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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
New EV Courses
Several new EV courses will be STS requirements on the Hybrid/Electric Vehicle Learning Path for Chevrolet, GMC, and Cadillac dealers starting July 1, 2023. In addition, the following courses are also required for Chevrolet dealers effective 7/1/2023: Silverado EV Work Truck New Model Launch, and...
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CBG CPO Ops Guide
The CBG CPO Operations Guide was updated in April 2023, with the current version 12. The revision includes the following update: vehicles originally manufactured for Canada are now eligible to be certified under the CBG CPO Program. Reminder: When selecting vehicles for CPO inventory, requirements...
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Recall N202324251 Roof Rail Air Bag Inflator
The interior temperature of the vehicle must be 90 degrees F or less while performing the repair. If the vehicle interior temperature is in excess of 90 degrees F the interior temperature must be reduced before beginning the repair. If the vehicle needs to be...
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Vehicle Has Left the Premise
When repairs are completed and/or replacement parts are ordered and the vehicle is safely operable and/or the vehicle leaves the premise, the job card must be closed and processed through the Service Agent Facility internal accounting procedures. Reference Service P&P Article 6.2.1 ...
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Job Card 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. The job card open and close dates entered in GWM must be substantiated by job card documentation. Reference...
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Job Card Date
Parts (cost/percent markup) and labor rates used to calculate pricing is based on the Repair Completion Date that is documented on the job card. The labor time associated with the labor operation submitted is based on published time on the job card Open Date. Reference...
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DCBS Software Update
New DCBS software was released in February. It is important to verify that the DCBS equipment is running on the latest versions. Dealership equipment must align with the following current versions:
Software: DCAG1-35-01 (located via Settings/Information)
Database: DCDG1-11 (located on the same screen as the Software version...
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WPC Parts Photo Return Requests
The progress of completed Photo Part Return Requests may be viewed in GWM and the CSMT app. The WPC Parts Photo Return tool on the CSMT app must be used to complete the part return request. The process does not work if photos are attached...
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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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Hummer Omega Edition
GM is offering a limited edition 2024 GMC Hummer electric pickup and SUV, called the Omega Edition. The Omega editions are priced starting at $140,000. The Omega Edition is a nod to Hummer’s space themed inspiration. Designers and engineers called it a “moonshot” vehicle –...
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Full Tank Automotive Camp
A new automotive summer camp funded by GM is taking place in June at Northwood University, in Midland, MI. The camp will help high school students across Michigan explore careers throughout the automotive industry, including design, development, manufacturing, sales, marketing, service, and aftermarket. The camp...
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Robotaxis
Cruise, a self-driving technology company backed by GM, will begin supervised testing with a safety driver behind the wheel in Houston followed by Dallas at a future date. The initial deployments in those cities represent the first step to launching driverless operations with no safety...
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Voluntary Buyout
About 5,000 salaried employees have elected to leave GM through voluntary buyouts. The number represents about 6% of the 81,000 salaried employees globally in 2022. The buyout program came in line with the automaker’s expectations as part of an effort to cut $2 billion in...
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Apple CarPlay and Android Auto
GM has revealed that Apple CarPlay and Android Auto will not be included in upcoming electric vehicles. Instead, the automaker plans to build in infotainment systems developed by Google. This will allow GM to collect its customers’ data more easily. ...
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Auto Dimming Tech
GM has a comprehensive technology in mind for controlling glare day and night through an auto-dimming windshield. GM has filed a patent application for auto-dimming that would prevent the driver from being blinded by the bright lights of an oncoming vehicle. The system would detect...
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Proving Grounds
GM’s Milford Proving Ground is a highly secured and surveilled place located in the country northwest of Detroit. Road surfaces at the proving grounds vary with straightaways with no speed limit, to a three-mile Milford Road Course, and Black Lake. Black Lake is a slab...
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Buyouts
Many GM salaried workers have been given the opportunity to accept a voluntary buyout. The opportunity has provided many individuals with a chance to switch careers, take their talents elsewhere or even retire. GM wants to accelerate attrition and achieve $2 billion in cost savings...
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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
June 2023 Recall Update
Customer Satisfaction Recall N222371151-05 Steering Wheel Replacement Retrofit: Due to the industry wide semiconductor shortage, the heat feature on the steering wheel is not functional on certain 2022 Cadillac CT4, CT5, XT5, XT6, Chevrolet Blazer, Suburban, Tahoe, GMC Acadia, Yukon, and Yukon XL vehicles. The...
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May 2023 Recall Update
Customer Satisfaction Recall N222371150-03 Heated Steering Wheel Retrofit: The recall bulletin has been revised to include detail on the required T50 impact Torx bit. One tool may be claimed per dealership. The recall affects certain 2022-23 Buick Encore GX, Cadillac XT4, Chevrolet Trailblazer, 2022 Chevrolet...
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April 2023 Recall Update
Special Coverage N192266181-01 Wiper Transmission Arm Linkage Failure: The bulletin has been revised to add the 2016-17 model year Chevrolet Equinox and GMC Terrain to the special coverage population. Additionally, certain 2010-12 Chevrolet Equinox and GMC Terrain vehicles are included in the program.
Emission Recall N212336962...
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March 2023 Recall Update
Safety Recall N212343881-05 High Voltage Battery May Melt or Burn: The recall bulletin has been revised to update the steps in the “Vehicle Preparation Before Entering the Repair Garage” and “Adjusting the SOC” sections. The changes are intended to bring this dealer bulletin current to...
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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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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 - June 2023
A service technician performed a transmission replacement on a 2018 Chevrolet Malibu hybrid to address an issue with the vehicle quitting, then re-starting and stalling. The technician found an internal transmission failure with multiple DTC’s set for multiple modules. To correct the condition the technician...
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Reject of the Month - May 2023
Error 872: Dongle vehicle data is required for this transaction and not received.
The dongle utilizes Wi-Fi to send the data collected during the scan to the cloud, which is then displayed on the service advisor’s PC in Service Workbench and in the SAVI dashboard. All...
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Reject of the Month - April 2023
Over the course of Q1 2023, many dealers have received a Mail Out Review. The MOR 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...
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Reject of the Month - March 2023
Error 072: Total parts amount exceeds the allowance for labor code 8463700
The owner of a 2019 Buick Enclave was experiencing a jerking feeling in the vehicle when accelerating slowly from a stop.
The technician test drove the vehicle and felt a shudder when shifting to 3...
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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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