00-03-10-003R

File in Section:
Bulletin No.:
Service Bulletin
Date:
03 - Suspension
00-03-10-003R
August, 2013
WARRANTY ADMINISTRATION
Subject:
General Motors New Vehicle Tire Warranty Program and Global Warranty Management
(GWM) Submission Information (U.S. Dealers Only)
Models:
2003-2014 GM Cars and Light Duty Trucks
Attention: This bulletin announces tire warranty coverage for the 2014 model year. Warranties for
all model years will be handled through Global Warranty Management (GWM). All
service and warranty personnel connected with tire warranty coverage and
transactions submission should review this bulletin.
This bulletin has been revised to add the 2014 model year and to provide the new
Global Labor Codes for each tire manufacturer. Please discard Corporate Bulletin
Number 00-03-10-003Q.
The GM New Vehicle Tire Warranty
2011-2014 Model Year Vehicles
The tires supplied with your vehicle are covered by
General Motors against defects in material or
workmanship under the bumper-to-bumper warranty
coverage. For vehicles within the new car
bumper-to-bumper warranty coverage, defective tires
will be replaced on a pro-rata adjustment basis
according to the following mileage-based schedule:
• 0-12,000 miles: 100% of the replacement tire
value is covered by GM
• 12,001-36,000 miles: A sliding scale system
starting with 67% coverage at 12,001 miles,
proportionately falling (1.96% per 1,000 miles
rounded to the nearest tenths of a percent) up to
36,000 miles. (A chart is provided below to assist
in computing the pro-rated value.)
• 36,001-50,000 miles: Buick and Cadillac models
only – continue beyond 36,000 miles with 20%
coverage for the remainder of the 4 year/50,000
mile bumper-to-bumper warranty.
This proration is based solely on mileage. Tread depth
measurements are not required for transaction
submission.
Notice: Regardless of accumulated mileage, the GM
tire warranty expires with the time limits of the new
vehicle bumper-to-bumper warranty. For Chevrolet and
GMC models, coverage is 3 years/36,000 miles, or 4
years/50,000 miles for Buick and Cadillac models. After
your New Vehicle Bumper-to-Bumper warranty expires,
you may still have pro-rated warranty coverage on your
original equipment tires by the tire manufacturer.
Contact your GM dealer or the tire manufacturer of the
Copyright 2013 General Motors LLC. All Rights Reserved.
brand of tires on your vehicle for more information. A
list of current tire manufacturer’s websites and toll-free
customer assistance numbers appears at the end of
this bulletin.
Note: The proration schedule below applies to the
price of the tires only. GM will cover 100% of the cost to
mount and balance the tires replaced under warranty
for the full bumper-to-bumper warranty period. This
prorated amount of the tire only will be submitted as
"Customer Participation" on the transaction submission
screen of Global Warranty Management.
Note: The accumulated mileage on the vehicle is
recorded on the vehicle repair order. If the tire is not in
stock and the vehicle is returned to the customer while
the tire is being shipped, charges for additional accrued
mileage should not be charged to the customer.
GM Tire Warranty Prorating Table
Mileage (mi)
GM Covered Percentage
of Tire Cost
0-12,000
100%
12,001
67%
13,000
65%
14,000
63.1%
15,000
61.1%
16,000
59.2%
17,000
57.2%
18,000
55.3%
19,000
53.3%
20,000
51.3%
Page 2
August, 2013
GM Tire Warranty Prorating Table (cont'd)
Mileage (mi)
GM Covered Percentage
of Tire Cost
21,000
49.4%
22,000
47.4%
23,000
45.5%
24,000
43.5%
25,000
41.5%
26,000
39.6%
27,000
37.6%
28,000
35.7%
29,000
33.7%
30,000
31.8%
31,000
29.8%
32,000
27.8%
33,000
25.9%
34,000
23.9%
35,000
22%
36,001+ (Chevrolet, GMC)
0%
36,001 - 50,000 (Buick/
Cadillac only)
20%
50,001 (Buick/Cadillac only)
0%
Using the above table you should be able to readily
calculate the required customer contribution for
each scenario. Here are a few examples:
• A Chevrolet vehicle with 18,475 miles requires
one tire be replaced. The full cost of the tire is
$156.20.
In this example, GM will cover 55.3% of the tire
replacement cost ($86.38 of the $156.20). The
customer will be expected to pay $69.82.
Important: No labor charges will ever be assessed to
the customer for tire replacement under the terms of the
new vehicle warranty.
• A Buick vehicle with 14,999 miles on it requires
both front tires to be replaced due to a warrantable
condition. The full cost of each tire is $172.72.
In this example GM will cover 63.1% of the tire
replacement cost ($217.97 of the $345.44 total
cost). The customer will be expected to pay
$127.47.
• A Cadillac vehicle with 42,000 miles on it requires
one rear tire to be replaced under warranty
condition. The full cost of the tire is $215.46.
In this example GM will cover 20% of the tire
replacement cost ($43.09 of the $215.46 total
cost). The customer will be expected to pay
$172.37.
2010 and Prior Model Year Vehicles
GM provides it's customers with comprehensive
coverage on OEM new vehicle tires. In many cases,
this warranty exceeds the coverage provided by the tire
manufacturers themselves. The GM new vehicle tire
Bulletin No.: 00-03-10-003R
warranty program is designed to offer dealers the
required amount of latitude to handle any type of tire
concern and repair the customer's vehicle with a
minimum of approvals. No changes exist to the 2010
and prior vehicle tire warranty coverages. The only
change will be to the method by which transactions are
paid. All claims made after April 12, 2010 must be
submitted as outlined below through Global Warranty
Management.
Important: Tire Proration DOES NOT apply to 2010
and prior models.
All Model Years – Program Rules and
Information
The sections below detail what conditions are
warrantable under the terms of the New Vehicle
Warranty. (All tire warranty replacements made by a
GM dealer for 2010 and prior vehicles are without a
mileage pro-rate charge.)
What is Covered
Only Original Equipment (OE) tires are covered against
defects in material and workmanship. OE tires will have
a Tire Performance Criteria (TPC) number molded on
the sidewall near the tire size. (Exceptions: Vibe, and
Aveo, do not use TPC tires, but are still covered.) Any
replaced tire will continue to be covered for the
remaining portion of the New Vehicle Warranty.
Important: Tires purchased by consumers beyond the
New Vehicle Bumper-to-Bumper coverage or even
replaced during the Bumper-to-Bumper coverage for
wear out are warranted by the tire manufacturer
(including tires purchased through the Goodwrench
Tire Program). Contact the tire manufacturer for
warranty processing instructions.
Following expiration of GM's coverage, tires may
continue to be warranted, on a pro-rated basis, by the
tire manufacturer. Review the tire manufacturer's
booklet (included as part of the glove box material).
Use of GM Tire Sealant
GM may recommend/endorse practices that differ from
those of individual tire manufacturers. One example is
that the temporary use of tire sealant (as supplied with
a GM inflator kit) may not be endorsed by certain tire
manufacturers, such as Pirelli or Bridgestone. General
Motors has independently validated the temporary use
of such sealant when used in accordance with the
instructions provided in the vehicle Owner Manual.
When the instructions found in the Owner Manual have
been followed correctly, GM will continue to cover the
tire under the terms of the New Vehicle Warranty,
whether or not the practice conflicts with the policies of
the individual tire manufacturer. Due to this policy, it
may be advantageous for a customer with Bridgestone
or Pirelli tires to return their vehicle to a General Motors
dealership for tire warranty issues if GM Tire Sealant
has been used.
GM Inflator Kits/Tire Pressure Monitor Sensors
ONLY use the tire sealant included with GM Inflator Kits
for temporary repair of tire air leaks. General Motors
has tested this sealant and its compatibility with
on-wheel mounted tire pressure monitor sensors. After
Bulletin No.: 00-03-10-003R
August, 2013
Page 3
inflator kit use, the on-wheel mounted tire pressure
sensor should be inspected for any damage, and
replaced/cleaned as needed.
What Is Not Covered
•
Non-original equipment tires (those without a TPC
number molded on the sidewall (except Aveo and
Vibe) are not covered.
• Normal tire wear and wear out is not covered.
Important: Tire wear greatly varies by both the tire
type installed and the driving habits of the owner. OEM
tires installed on GM vehicles are evaluated for many
different criteria and may have been selected to
optimize handling, ride quality, load carrying or traction
demands. Different types of tires will experience
different rates of wear, resulting from all of the above
factors. No warranty is offered on the usable tread life
of the tires.
• Uneven wear from damaged, worn or mis-aligned
suspension components is not covered unless the
wear has resulted from a warrantable suspension
condition. Tire replacements resulting from these
allowable suspension conditions should be
included on the same job card #. (If this is not
possible the job card # for the tire replacement
should reference the job card # the warrantable
suspension component/condition is listed on, or
be attached).
• Road hazard is not covered. This includes
punctures, cuts, impact breaks, etc.
Important: Road hazard is covered by the tire
manufacturer on self sealing and run flat tires.
• Damage resulting from driving with low tire
pressures.
• Damage resulting from improper tire repairs.
• Damage resulting from extended driving on a flat
tire (Except Run-Flat and Self-Sealing Tires).
• Damage due to misuse, negligence, lack of
maintenance, alteration, racing and vandalism is
not covered.
Examples of Non-Warrantable Conditions
Tires are returned for evaluation to the original
manufacturer of the tire. Tires that do not conform to the
warrantable conditions outlined in the section above
are then returned to GM for further evaluation. Tires
returned to GM for non-warrantable conditions WILL BE
CHARGED back to the claiming dealer.
By far the most frequent non-warrantable condition
claimed is road damage, followed by improper wear.
With the exception of run-flat or self-sealing tires, road
damage is NOT a warrantable condition. The following
are photos of actual returned tires that DO NOT have
warrantable conditions.
1967355
The tire shown above has two non-warrantable
conditions. This tire is both badly worn on the inside
shoulder (over extended mileage) and has suffered air
leakage from a screw still in the tread. Neither of these
conditions are warranty related and a dealer feedback
was generated on this item.
1967358
This tire was returned for air leakage. The source of the
air leakage is a tire plug installed in a non-approved
portion of the tire. This tire has been damaged by a
road hazard and does NOT exhibit a warrantable
condition. A dealer feedback was issued on this tire.
Page 4
August, 2013
Bulletin No.: 00-03-10-003R
1967361
The next sample tire shows both sidewall wear, and
cuts in a circum-radial line extending completely around
the tire. This damage is the result of extended driving
on a tire that has little or no air. The extensive sidewall
wear is from contact with the road at that point.
2034306
This final example of common road damage is called a
“rim-pinch.” The air leak is caused by the tire folding
and contacting the rim. Frequently this type of damage
will cause a sidewall bulge when the tire is inflated, due
to internal cord breakage. It is common for this type of
damage to only be visible from the inside of the tire.
The pictured tire is properly marked and shows a
typical tear in the cord. This type of damage is
considered road hazard and is NOT warrantable.
Important: These are only a sampling of the
conditions exhibited in warranty tire returns. GM is not
responsible for, and WILL NOT replace tires sent in for
conditions under the “What is Not Covered” section
above.
Tire Rotation and Care
Please advise customers the importance of regular tire
rotations and maintaining suggested air pressure.
Vehicle Owners Manuals contain tire rotation
requirements. Placards located in the door jamb, glove
box or under the trunk lids of GM vehicles state the
recommended tire pressures for the vehicle.
Customer Reimbursements
1967352
This tire was damaged by extended driving with little or
no air, just as the tire above it was. This photo shows
the inside view. Shredding of the inside may not always
be accompanied by obvious exterior damage. In either
of these cases, this type of damage is the result of
abuse and is NOT a warrantable condition.
To adhere to the requirements in the Federal TREAD
Act, it is imoprtant to follow the guidelines in this bulletin
for all tire replacements. In all cases, the Service Agent
will be required to generate a Tire Pre-Repair
Authorization (PRA) in the Global Warranty
Management (GWM) application before submitting a
warranty transaction. Use the appropriate 7-digit Global
Labour Code for the specific tire manufacturer. Follow
the applicable procedure shown below:
1. IF THE TIRE IS AVAILABLE to be Returned to the
Tire Manufacturer:
• Service Agent must generate a Tire Pre-Repair
Authorization (PRA) in Global Warranty
Management.
• Use the applicable Global Labor Code for the
specific tire manufacturer.
Bulletin No.: 00-03-10-003R
August, 2013
• Select the applicable Removal Reason from the
dropdown.
• GWM will generate a UPS shipping label, if
applicable.
• Tire to be returned to the tire manufacturer if:
– The vehicle has been damaged or the tire
displays physical damage.
– The vehicle odometer has less than 12,000
miles.
• If the Removal Reason is “Customer
Enthusiasm” you will NOT be required to ship
the tire(s) back to the tire manufacturer unless
either of the two radio buttons are selected,
indicating that YES, there was visible cracking,
blistering, tread separation or other structural
condition that was not caused by a road hazard
and/or YES, the tire issue caused damage to
any other parts of the vehicle.
• After the Tire PRA moves from New to Accept
status, the warranty transaction can be
submitted.
2. IF THE TIRE IS NOT AVAILABLE to be Returned
to the Tire Manufacturer:
• Service Agent must generate a Tire Pre-Repair
Authorization (PRA) in Global Warranty
Management.
• Use the applicable Global Labor Code for the
specific tire manufacturer.
• Select “Customer Enthusiasm” from the
Removal Reason dropdown.
• Select “NO” to answer the question: Was there
visible cracking, blistering, tread separation or
other structural condition that was not caused
by a road hazard on the tire?
• Select “NO” to answer the question: Did the tire
issue cause damage to any other parts of the
vehicle?
• GWM will NOT generate a UPS shipping label.
Note: If you must select “YES” to either of the two
abovementioned questions, then GWM will generate a
UPS shipping label and you must contact the Dealer
Business Center for assistance.
Page 5
Global Warranty Management (GWM)
for Tire Warranty
The tire warranty for 2014 and prior models will be
handled through the GM Global Warranty Management
system starting on April 12, 2010. This new transaction
procedure will commonize tire warranty into the Global
Warranty system you are already familiar with. This
integration will eliminate separate processes, eliminate
the need to go to an outside website, streamlining tire
warranty submission, while minimizing any additional
training required.
A Pre-Repair Authorization must be generated for all
tire warranty transactions. To access New Pre-Repair
Authorizations, go to the main Global Warranty
Management (GWM) sitemap, click on Prepare &
Submit Transactions and select Search/Create a
Pre-Repair Authorization Document. Click on the NEW
button at the bottom of the screen. At the New
Pre-Repair Authorization Screen, enter the Business
Unit from the dropdown (such as GM - US) then enter
the Transaction Type from the dropdown (such as
ZREG – Regular Vehicle Transaction) then select the
Pre-Repair Type from the dropdown (Tire
Replacement). Click on the GO button. You will be
taken to a New Pre-Repair Authorization screen that
has both a Pre-Repair Authorization tab as well as a
Tire Authorization tab.
This prorated amount of the tire only will be submitted
as "Customer Participation" on the transaction
submission screen of Global Warranty Management.
• After the Tire PRA moves from New to Accept
status, the warranty transaction can be
submitted.
Additional Requirements for Customer
Reimbursements
• GM Tire Warranty Proration applies to 2011–2014
Model Year Vehicles.
• The original receipts/invoices from the customer
must be attached to the job card.
• A copy of the check must be attached to the job
card and the check number is required within the
comments field of the warranty transaction.
• When submitting the warranty transaction, the
complaint, cause and correction fields must
include detailed comments. (Vague comments
such as “reimbursement” are not sufficient.)
• A copy of the cancelled check must be provided to
a GM representative, if requested.
2424086
Click on the Pre-Repair Authorization tab and fill in the
appropriate information as shown in the list below:
Those items that are required will have an asterisk
shown next to the heading.
• BAC*
• Service Agent
• Contact Name
• Phone Number
• Fax Number
• Contact E-mail Address
Page 6
August, 2013
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Job Card*
Job Card Date*
Reference Number (optional)
VIN*
Vehicle Make
Vehicle Model
Odometer*
Transaction Flag
Customer Complaint Category*
Complaint Code*
Description* (for Complaint Code)
Cause Code*
Description* (for Cause Code)
Correction Description*
Labor Operation*
Labor Time, including Supplemental Time and/or
OLH Time
• Labor Rate
• Labor Total
• Parts Total
• Part Numbers
• Net Item Type and Amount
• Net Item Total
• Tax
• Deductible
• Total Before Taxes
• Auth Code
• Comment*
Then click on the Tire Authorization tab and fill in the
appropriate information as shown in the list below:
Bulletin No.: 00-03-10-003R
Those items that are required will have an asterisk
shown next to the heading:
• Tire Brand*
• Tire Name*
• Tire Position*
• Sidewall Type*
• Defect Location*
• Removal Reason* (Select Customer Enthusiasm,
if applicable.)
• Tire Performance Criteria Number (TPC)*
• Tire Size*
• DOT Code*
Select a YES/NO radio button to answer the question:
Was there visible cracking, blistering, tread separation
or other structural condition that was not caused by a
road hazard on the tire?* (Do not select “YES” if the
condition was caused by a road hazard or suspension
misalignment, or for noise, vibration or tread wear
conditions.*)
Note: The purpose of this selection is to verify that in
the servicing dealers judgement, the tire was replaced
due to an inherent structural problem in the tire (not
road hazard, customer enthusiasm, etc.).
Select a YES/NO radio button to answer the question:
Did the tire issue cause damage to any other parts of
the vehicle?*
If there is more than one defective tire being replaced
on the same vehicle, click on the NEXT TIRE SAME
VEHICLE button and enter the appropriate information
for the next tire.
When completed, click on the SAVE button or SAVE
AND ADD ATTACHMENTS button.
Required Tire Return and UPS Shipping
e-Label
Based on the information entered in GWM you may be
required to return the tire replaced as a condition of the
GM new vehicle warranty.
You WILL be required to ship the tire if:
– the vehicle has been damaged or the tire displays
physical damage
– the vehicle odometer has less than 12,000 miles.
If the tire requires shipping the GWM system is able to
create a tire return document and UPS shipping label
as shown below.
2424088
Bulletin No.: 00-03-10-003R
August, 2013
Page 7
Transaction Approval
2413282
2413281
Important: When tires replaced under warranty are
shipped back to the tire manufacturer, you must use the
UPS shipping label(s) generated by Global Warranty
Management. You are required to use one (1) UPS
shipping label per tire. You are NOT allowed to ship
multiple tires with a single UPS shipping label, even if
the UPS Agent says it is OK to do so. If you ship
multiple tires with a single UPS label, the Tire
Pre-Repair Authorization (PRA) will remain in New
status and will NOT move to Accept status.
Consequently, if a transaction is submitted while the
Tire PRA is in New status, the transaction will reject for
Error 7 (Tire Warranty Pre-Authorization Not Found).
If the Removal Reason is "Customer Enthusiasm,” you
will NOT be required to ship the tire(s) back to the tire
manufacturer unless either of the two radio buttons
were selected, indicating that YES, there was visible
cracking, blistering, tread separation or other structural
condition that was not caused by a road hazard and/or
YES, the tire issue caused damage to any other parts
of the vehicle.
Once the tire information is entered, the label is printed
and the tire shipped (if required), the Status field shown
on the Tire Pre-Repair Authorization (PRA) will move
from New status to Pending status a short time after the
UPS Agent scans the barcode on the shipping label.
After another short period of time, the Status field
shown on the Tire Pre-Repair Authorization will then
move again from Pending status to Accept status. The
service agent can then submit the transaction. Based
on the BAC code, labor operation and job card number,
the GWM system will associate the Tire PRA to the
transaction and the transaction will be paid, unless
there are reject codes that may require authorization.
If the tire is not required to be shipped back to the tire
manufacturer, the Status field on the Tire Pre-Repair
Authorization (PRA) will move from New status to
Accept status within a short period of time. The
warranty transaction can then be submitted.
Important: It is a GWM system requirement that the
Tire Pre-Repair Authorization (PRA) must be in Accept
status before the service agent submits the warranty
transaction. Failure to do so will result in the transaction
being rejected for Error 007 (Tire Warranty
Pre-Authorization Not Found.)
ADMINISTRATIVE ALLOWANCE: Up to 0.3 hour may
be entered in the Administrative Time field when
submitting the transaction. This allowance is for the
time required to submit the Tire Pre-Repair
Authorization (PRA) into the Global Warranty
Management (GWM) system and to return the tire to
the tire manufacturer.
For Document Only requests, up to 0.2 hour can be
submitted per transaction. The time requested for
reimbursement depends on the complexity of the
request as determined by the service agent.
PRORATED TIRE AMOUNT CALCULATION: "Cost" of
the tire should be calculated by using the cost + regular
warranty markup.
The following are a few transaction examples. For
additional information on the GWM system please refer
to the training materials distributed on the GWM system
website.
Example Transaction Submission - Scenario 1
The Service Agent can simply submit the tire
transaction and the system-assigned Pre-Repair
Authorization (PRA) number is maintained in the
background of the transaction.
Page 8
August, 2013
Bulletin No.: 00-03-10-003R
2424090
Transaction Submission - Scenario 2
The Service Agent can H-Route the tire transaction
and the system-assigned Pre-Repair Authorization
(PRA) number is maintained in the background of
the transaction.
2424091
Transaction Submission - Scenario 3
The Service Agent can self-authorize the tire
transaction and the system-assigned Pre-Repair
Authorization (PRA) number is maintained in the
background of the transaction.
2424092
Global Warranty Management (GWM) Sample
Transaction Information
Transactions are submitted into GWM with the
information as indicated below:
Bulletin No.: 00-03-10-003R
August, 2013
Page 9
Repair
Performed
Transaction
Type
Labor
Operation
Base
Labor Time
Administrative
Time
Part
Number(s)
Tire, Goodyear /
Dunlop —
Replace
ZREG
8060420
As Appropriate
0.3 hr
All Detailed
Parts
Net Item Types
As Appropriate
Warranty Labor Codes and Times
OPERATION DESCRIPTION
*OE Tire
Warranty
Labor
Operation
Number
TIRE, GOODYEAR/DUNLOP— REPLACE
8060420
TIRE, CONTINENTAL/GENERAL — REPLACE
8060440
TIRE, MICHELIN, UNIROYAL, BF GOODRICH — REPLACE
8060480
TIRE, BRIDGESTONE / FIRESTONE— REPLACE
8060540
TIRE, KUMHO — REPLACE
8060580
TIRE, HANKOOK — REPLACE
8060600
TIRE, PIRELLI — REPLACE
8060620
TIRE, MAXXIS— REPLACE
8060640
TIRE, YOKOHAMA— REPLACE
8060660
Transportation Transactions
For any tire replaced because of transportation
damage, use labor code 0500110 and submit as a
transportation transaction. Transportation transactions
should be submitted to Global Warranty Management
and do not require approval prior to submission. DO
NOT use the tire replace labor codes for any tire
replaced due to transportation damage or incorrect
parts.
Toll-Free Assistance
Tire Companies
Bridgestone/ Firestone
www.bridgestonetire.com
1-800-847-3272
(Bridgestone)
1-800-356-4644 (Firestone)
Continental/General
www.generaltire.com
www.continentaltire.com
1-800-TIRE FIX
(1-800-847-3349)
Goodyear/Dunlop
www.goodyeartires.com
1-800-321-2136
Labor Time
Use Published Labor
Operation Time
Tire Companies (cont'd)
www.dunloptires.com
Michelin/Uniroyal/Goodrich
www.michelinman.com
1-800-TIRE HELP
(1-800-847-3435)
Kumho
www.kumhousa.com
1-800-445-8646
Hankook
www.hankooktireusa.com
1-877-740-7000 (East)
1-800-426-8252 (West)
Pirelli
www.us.pirelli.com
1-800-747-3554
prompt 1
Maxxis
www.maxxis.com
1-866-509-7067
To contact the GM Tire Program call 1-888-414-6322
for Tire Warranty Issues or 1-888-337-1010 for
application concerns.
UPS Pick-Up Service Assistance: 1-800-PICK-UPS
(1-800-742-5877)
GM bulletins are intended for use by professional technicians, NOT a "do-it-yourselfer". They are written to inform these
technicians of conditions that may occur on some vehicles, or to provide information that could assist in the proper
service of a vehicle. Properly trained technicians have the equipment, tools, safety instructions, and know-how to do a
job properly and safely. If a condition is described, DO NOT assume that the bulletin applies to your vehicle, or that your
vehicle will have that condition. See your GM dealer for information on whether your vehicle may benefit from the
information.
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