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Latest GM Warranty News

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Shuttle Service: Is Your Dealership Claiming It?

GM Shuttle Warranty Stamp - $32 - Collect all warranty revenue every time you provide a shuttle. GM’s Courtesy Transportation Program provides a variety of alternative transportation options for your customers. These options include a rental vehicle, fuel reimbur sement, public transportation reimbursement, and shuttle service. Three of...
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Special Coverage Reminders

If a vehicle is involved in a special coverage, as shown in IVH, the unique special coverage labor code identified in the bulletin must always be used on the transaction for repairs performed relating to the special coverage. Some special coverage bulletins, published prior to 5/9/2016,...
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Maintenance Plans

In the past few years GM introduced several complimentary maintenance plans with the intent of helping your dealership create customer loyalty. When a customer brings their GM vehicle back to their selling dealership for their maintenance needs, it substantially increases the chance that they will...
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Engine and Transmission Assembly Replacements

GM does not allow dealerships to replace an engine or transmission if it is more economical to repair it. The Warranty Parts Center may request these assemblies sent to their facility after transaction payment. When a complete assembly is replaced, the cost comparison worksheet must...
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From the Forum - CSI Survey

A Warranty Community Member initiated a forum thread requesting details on the GM Customer Satisfaction Information (CSI) survey process. This process evaluates dealer performance to the GM Retail Standards. CSI should be used by the dealer to monitor performance over time and gauge their relative...
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Concern Not Duplicated Labor Operations

There are a series of labor operations available to pay your technicians when they have justified time involved in diagnosing a vehicle, with the end result being, they could not find anything defective. These labor operations are known as Customer Concern Not Duplicated, and if...
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From the Forum: Sublet Repair Facility

A question recently arose on the forum regarding selection of a sublet repair facility. The dealership used to have an in-house body shop, but now no longer do. The dealer questioned whether or not they are able to utilize a local independent body shop for...
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Missing Literature

Warranty transactions for glove box literature that is missing, incorrect, not in the correct language or print issue, must be submitted for payment using labor operation 0500070. The labor operation is also used for transportation transactions when the owner’s manual or glove box literature portfolio...
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One Labor Operation For Both Sides

In some cases the Labor Time Guide will only offer a single labor operation that is used for either the left side or the right side. If both sides have to be replaced on the same repair visit and there is only the one single labor...
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GM Warranty Tips

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GlobalConnect Shortcuts

"My Shortcuts" appear on the right side of the GlobalConnect home page. Your top 15 applications will appear in the shortcut panel. To add/delete shortcuts from the panel, click on the App Center link from the gray tool bar at the top of the GlobalConnect...
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Supplemental Labor Time

Supplemental time is described as the additional labor hours required to complete a repair based on specific criteria. It is a category within a transaction that captures setup time, diagnosis time, paint mix time, administration time, additional time, and other labor time. Review the Technician...
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Diagnostic Time

Diagnostic time is published time found in the LTG for a particular repair. When variable times are published (0.0-0.3 hr) or the allowance states that “up to” published time may be claimed, the amount claimed must be based on the actual time spent, not to...
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Attachments

Service agents have the ability to add attachments to transactions prior to submission. Attachments may include Programming Results, time documentation, pictures, or any other electronic document. To do so, select the Add Attachment button just prior to submitting the transaction for payment. There may be...
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SAASR Page Two - Expense Analysis

GWM calculates how often to expect certain types of repairs by vehicle type (e.g. Buick car, Chevrolet truck, Cadillac car, etc.) and the average expense involved when performing that repair based on warranty transactions processed by the region. GWM then determines what kind of warranty...
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SAASR Page Two - CPVS & Vehicles Serviced

CPVS = the total adjusted expense divided by the total vehicles serviced by that service agent, reported as a three month rolling trend (go to the Current Metrics section on page one of the report to find your store’s total expense [adjusted] and total vehicles...
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SAASR Page Two - Transaction Analysis

Global Warranty Management analyzes warranty transactions that were paid during the past three months. For example, Comparative Analytic results that are available the first week of September includes transactions that processed in June-August. The system compares each dealer against the average expenses of all dealers...
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SAASR Page One - Summary

The report is available as a PDF within the Analyze Warranty tab in GWM. The most current report is available for download. The first page of the report contains Current Metrics including Total Expense (Adjusted), Excess to Geographic Group and CPVS; Authorization Levels; Service Agent...
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SAASR Page Two - Trend

The trend report is found on the second page of the SAASR. This report displays the following metrics by calendar month/year: Expense, Excess Expense, CPVS, Labor PVS, OLH PVS, Supplemental PVS, Parts CPVS, Net Item CPVS, and Cases PVS (PVS=per vehicle serviced, CPVS=cost per vehicle...
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Featured Warranty Training Video

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General Comments

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Concern Not Duplicated

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Diesel Exhaust Fluid

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Customer Participation

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Other Labor Hours

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Missed Revenue - Administrative Allowance

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Lifetime Parts Warranty

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Technician Accounting of Labor Time

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Warranty Columns

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Wiring Repair Labor Operations

Wiring Repair Labor Operations: Wiring repairs require unique and specific labor operations. When one of the operations is selected for a repair performed by a technician additional data is required when submitting the transaction. The additional information may include the following:The Harness Routing View Document...
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More From Warranty 101

Policy Evaluation Tool

The “new” PET was officially launched on April 20, 2017. Over the past several months, most dealerships have had the opportunity to use the new tool on at least one Policy Decision transaction. The following are tips and reminders associated with the use of the...
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Cause of Failure

The cause of failure in a warranty repair must be documented on the job card by the technician. The following is an excerpt from the Required Operating Procedures bulletin 04-00-89-015: Details of Cause - The technician must document on the shop copy of the job card...
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What is the empowerment level at my dealership?

Have you or someone else in the service department has asked this question, or are your transactions with certain service agent self-authorization codes rejecting? Dealerships that did not meet minimum STS thresholds at the end of the second quarter (98%), have been placed on restriction...
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Paint Warranty Transactions

Warranty paint repairs are unique in that they are submitted for reimbursement a little differently than other warranty transactions. Dealerships that do not have a body shop need to find a suitable sublet repair facility. As a reminder, sublet repairs must not be shown on...
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Attaching A Document

With the recent restructure of Dealer Empowerment levels, it is a good time to recap the document attachment process in Global. There are several potential transaction types/situations that may require the attachment of specific documentation when established limits are exceeded. The following situations require the attachment...
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Part Return Process

Air conditioning season is upon us. The number of customer concerns for no heat will diminish and concerns of no a/c will increase, especially on hot summer days. With the most common cause of a malfunctioning a/c unit being low levels of refrigerant, customer concerns...
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Part Return Process

The service agent has specific requirements that must be followed to ensure that the part return process runs smoothly. If these processes are not followed, a debit may result – not just a debit of the part that was not returned appropriately, but a debit...
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Certified Elite

The Certified Elite program launched in 2011 as a means of providing dealers that maintain specific standards a greater level of empowerment. This empowerment makes getting certain warranty transactions paid more quickly. If the dealership is able to meet or stay at the percentage targets,...
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Oil Consumption

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

Complimentary Scheduled Maintenance

Global Message GCUS-9-4693, released in mid-September, provided important details regarding the Cadillac, Buick, GMC, and Chevrolet Complimentary Scheduled Maintenance Programs. Keep the following in mind when performing these services: The oil life percentage must be recorded on the job card at the time of each service. A...
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Center of Learning

Due to ongoing system issues since the launch of the new Center of Learning site on August 7, GM has announced that dealer empowerment quarterly STS training thresholds have been suspended. Empowerment restrictions that would have been implemented in October for dealers not meeting the...
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Bluetooth Warranty

Confirm that you are selecting and using the correct labor operation when submitting a transaction for a Bluetooth warranty. GM Engineering has found that over 20% of Bluetooth related claims are submitted using the incorrect labor operation due to the fact that GM offers multiple...
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SPID Label

The Service Parts Identification Label on all 2018 model year vehicles will be discontinued. Much of the information that was on the label will now be available through a QR code on the Certification Label. If the Certification Label does not have a QR code,...
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Vibration Diagnosis

The labor times for balancing have been updated to allow additional time to perform the 180 Match Mount process on assemblies that do not meet GM specification. The additional time must be substantiated with a printout showing the out of spec assembly that must be...
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Field Service Engineer

GM FSE personnel are located throughout the USA to assist dealers with vehicle repairs, reduce buybacks, provide feedback to Brand Quality and Product Engineering on field issues, and provide state of health feedback as a basis for improving service department performance. With many FSE’s being...
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STS Training

Dealerships that did not meet Service Training Standard thresholds at the end of the second quarter were placed on restriction for the use of authorization code E (Other Labor Hours) and authorization code R (Repeat Repair/Pyramiding), effective with job cards dated on/after July 12. The...
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Recall 16007 & 17287: Frontal Airbag & Pretensioner Non Deploy

After receiving dealer feedback, GM performed additional time studies and has confirmed that the assigned labor time, 0.3 hours, is sufficient to perform the programming event, copy the claim code, and obtain the required screen shot. ...
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GM App

GM is launching a smartphone app this summer that will allow its vehicle owners to check if their vehicle is subject to any open recalls. If there are any open recalls affecting the vehicle, the app directs the user to their preferred dealership to inquire...
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More Industry News

Self-Driving

When will self-driving vehicles arrive in your city or state? Michigan, Nevada, California, Texas, Arizona, and Pennsylvania are the early movers in allowing companies to test autonomous vehicles on the road. Washington, Georgia, Florida, New York, Virginia, and Massachusetts officials have ensured that the introduction...
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OnStar

For the many GM customers affected by the recent hurricanes, OnStar was able to provide emergency assistance for those without power or cell phone service. Approximately 18,500 storm related calls were received during Hurricane Irma. Connected vehicle and Wi-Fi hotspot provided people with the ability...
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Lyft

The GM and Lyft alliance was announced in early 2016, with GM investing $500 million in Lyft to help the company continue it’s growth. Lyft is available in more than 40 states and 190 cities.  ...
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Windshield Washer Fluid

Approximately 900 million gallons of washer fluid is sold each year in the United States. Automakers are looking at ways to ensure that their vehicles have enough fluid to do a bigger job in years ahead (e.g. cleaning external cameras, radar and lidar sensors, and...
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Mid-Engine Chevrolet Corvette:

While it is unclear where a mid-engine Corvette would stand in Chevy’s lineup, it would give GM a competitor to Ford’s mid-engine GT, as well as Ferrari, Lamborghini, and Porsche. The Corvette would have a lower hood line, longer rear deck, and a shorter dash...
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Cadillac

Over the next few years it is anticipated that Cadillac will reduce its lineup of sedans and expand its product mix to crossovers, hybrids, and electric vehicles in response to market shifts. Cadillac will not replace the current XTS, CTS, or ATS in 2019, rather...
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Cadillac Fly and Drive

Cadillac has teamed up with Blade, a digitally powered short distance aviation company, to provide complimentary summer Friday commutes for eight New Yorkers from Manhattan to the Hamptons. The Cadillac Fly and Drive complimentary flight will post randomly each week from early July through late...
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myChevrolet app

Chevrolet owners are able to remote start and stop their vehicle, lock and unlock the doors, activate and cancel the horn and lights, locate their vehicle, and receive walking directions to where it is parked using the myChevrolet app on Apple Watch. Approximately 1.4 million...
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July 2016 Recall Update

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 2017 Recall Update

Special Coverage 14264B: Evaporative Emission Canister Vent Solenoid Valve: The special coverage has been updated to provide a revision to the warranty transaction information section. The special coverage applies to certain 2012 Cadillac CTS and Chevrolet Camaro vehicles. Involved vehicles are covered for 10 years...
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September 2017 Recall Update

Customer Satisfaction Program 16185: No Start or Loss of Propulsion: Approximately 14,500 vehicles are included in the recall program that addresses a condition with the high voltage interlock connector. To correct the condition the dealer is required to reprogram the hybrid powertrain control module 2,...
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August 2017 Recall Update

Customer Satisfaction Program 15086A: OnStar System Inoperative: The recall bulletin has been updated to include instructions on programming and activating the new vehicle communication interface module. The recall affects certain 2015 GM passenger car and light duty trucks. Safety Recall 16007-03: Frontal Airbag and Pretensioner Non...
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July 2017 Recall Update

Special Coverage 12313D: Engine Balance Chain and Fuel Pump: The special coverage has been updated to include the addition of two part numbers-a new add condition in the warranty transaction information section to replace the fuel pump, and to update the service procedure. The bulletin...
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June 2017 Recall Update

Special Coverage 14159D: Excessive Engine Oil Consumption: The special coverage covers certain 2010 Chevrolet Equinox and GMC Terrain vehicles equipped with a 2.4L engine for a period of 10 years or 120,000 miles. The special coverage has been updated for a revision to the piston...
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April 2017 Recall Update

Safety Recall 13036C: Brake Lamp Malfunction: The recall bulletin has been revised to provide an update to the Correction, Part Information, Service Procedure, and Warranty Transaction Information sections. The recall affects certain 2004-2012 Chevrolet Malibu, 2004-2007 Chevrolet Malibu Maxx, 2005-2010 Pontiac G6, and 2007-2010 Saturn...
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March 2017 Recall Update

Safety Recall 15438-02: Front Passenger Air Bag Inflator: The recall bulletin has been updated to include the second segment of the involved vehicle population. This segment includes vehicles that are currently or previously registered in Georgia, Hawaii, Louisiana, Mississippi, South Carolina, Texas, Guam, Saipan, US...
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February 2017 Recall Update

Safety Recall 07035E: Engine Compartment Fire: The recall bulletin has been updated to include revisions to the part information, service procedure, and the warranty transaction information sections. A specific, required sealant has been added to aid with the service procedure. The recall affects certain 1997-2003...
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Error 919

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

----------------------------------------------------------------------------  Error 072: Total Parts Amount Exceeds the Allowance for Labor Code XXXXXXX. ---------------------------------------------------------------------------- A warranty administrator submitted a three line recall transaction on a 1999 Oldsmobile Silhouette van. Two of the recall transactions were accepted, while the third rejected with the excessive parts error.  The rejected recall line...
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Reject of the Month - Missing Documentation

Even though recall numbers 16007 and 17287 (Frontal Airbag and Pretensioner Non Deploy) were released in July, 2017, they continue to prove difficult for both technicians and warranty administrators.  The struggle begins with technician unfamiliarity with MS Paint and with capturing a screen image of the...
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Reject of the Month -

A transaction was submitted for the replacement of the OnStar module on a 2016 Chevrolet Equinox. Labor operation 3422790, Communication Interface Module, was submitted with the module indicated as the causal failed part. The transaction rejected with three error codes related to the module associated...
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Reject of the Month

The owner of a 2007 Pontiac Montana visited their local dealership to have a loud, knocking noise under a hood of the van diagnosed and resolved. The van has just over 149,000 miles on the odometer. Just one month and 1,000 miles prior, the vehicle...
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Reject of the Month

Incompatibility and Up Assemblies - A dealer may receive an alternate part or “up assembly” from GM CCA when a parts order cannot be fulfilled in a reasonable amount of time on an open SPAC case.  An up assembly is a currently available assembly/unit/kit that contains...
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Reject of the Month

-------------------------------------------------------------------------------- Error Code 231: Repeat Repair. The same labor code 91xxxxx was found on job card xxxxx Error Code 118: A duplicate of transaction 123456789012 was previously submitted with labor code 91xxxxx Error 243: Reject 118 cannot be authorized and must be corrected -------------------------------------------------------------------------------- While performing a job card review...
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Reject of the Month

-------------------------------------------------------------------------------- Error 073: Total Other Labor Hours exceed the allowance for labor code xx. Error 072: Total parts amount exceeds the allowance for labor code xx. Error 067: Part 1234567 is not a compatible part for labor code xx. Error 240: Reject 072 is Beyond Service Agent Self Authorization. -------------------------------------------------------------------------------- A...
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Reject of the Month

Error code 073: Total Other Labor Hours exceed the allowance for labor code xxxxxxx.  Error code 240: Reject 073 is beyond Service Agent Self-Authorization limits. The owner of a 2014 Chevrolet Silverado visited their local dealership with a concern relating to the front u-joint, noting that the...
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