04-00-89-015E

File in Section:
Bulletin No.:
Service Bulletin
Date:
00 - General Information
04-00-89-015E
June, 2013
WARRANTY ADMINISTRATION
Subject:
Required Operating Procedures (U.S. Only)
Models:
2014 and Prior GM Cars and Trucks
Attention: GM of Canada Service Agents are not authorized to utilize this service bulletin. GM of
Canada Agents should reference the General Motors of Canada Limited Service
Policies and Procedures Manual.
This bulletin has been revised to update content and incorporate the U.S. version of
Bulletin 12-00-89-003. Please discard Corporate Bulletin Number 04-00-89-015D.
The following 10 points are taken in part from the GM
Service Policies and Procedure Manual (P&P) and
Global Warranty Management User’s Manual. These
reference guides can be found in the Policies &
Procedures link under Workbenches-Service on Global
Connect.
1. CUSTOMER’S SIGNATURE REQUIRED
Each customer pay and warranty job card is to be
signed by the customer authorizing the Service Agent
to perform the requested service.
• This must be obtained at initial write up and prior
to any repairs being performed.
• If Service Agent is unable to obtain a customer
signature, service management must state the
reason and sign the job card, prior to any repairs
being performed (Refer to 1.6.2.15 for
requirements).
• Any alternate customer condition/signature
document such as an early-bird envelope must be
retained.
• Customer is to be provided with a copy of the
initial write-up document job card. For vehicles in
dealer inventory, all repairs must be authorized
and signed by service management prior to the
work being performed.
• Pre-write-up documents without complete
customer and vehicle information are not
acceptable.
Copyright 2013 General Motors LLC. All Rights Reserved.
There must be a clear understanding of responsibility
for charges at the time the job card is written and while
the customer is present. Any changes regarding who is
responsible for the charges require service
management authorization before the work is
performed.
• The shop copy of the job card must show the
service management authorization and the reason
for the change.
• If charges that were initially believed to be covered
under warranty will now be given to the customer,
they must be contacted for authorization prior to
the work being performed.
• IVH (Investigate Vehicle History) must be
referenced to ensure the warranty is still valid on
the vehicle and that no Warranty Blocks or
Branded Title Information is present.
• The Applicable Warranties section of IVH should
also be referenced to verify the different types of
coverage that may exist on the vehicle. Emissions
coverage’s are different in some states, and
vehicles originally sold with a different coverage
are entitled to the appropriate length of coverage.
• Aftermarket equipment or aftermarket calibrations
must be noted, if applicable, and an explanation
should be given to the customer that GM's policy
is that damage caused by aftermarket equipment/
calibration is not covered under the terms of the
New Vehicle Limited Warranty.
Reference: GM Policies & Procedures
Articles 1.6.2, 1.6.2.6
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June, 2013
2. SERVICE MANAGEMENT APPROVALS AND
AUTHORIZATIONS
Service management approval in the form of a
signature, date and explanation, is the method of
documenting the involvement and consent of
dealership service management prior to the work being
performed. Service management initials are not
acceptable.
Each Service Agent must designate one person within
the service management department for each
technician shift, who is responsible and held
accountable for all approvals and warranty
authorizations. This would be the service manager or
director. Service technicians, service advisors,
warranty administrators, other support or hourly
personnel are not to be empowered for these types of
management approvals.
Approval is required, but not limited to the following:
• Customer signature not available
• Work added after initial write-up *
• All parts warranty transactions (ZPTI and ZPTC)
• Any transaction which requires authorization for
other labor hours and/or repeat repairs
• Customer concern not duplicated labor operation
numbers
• Customer reimbursements
• All transactions outside of Service Agent
empowerment
• All Goodwill or Customer Enthusiasm decisions
made within the warranty period made for
customer satisfaction reasons
• All policy transactions
• Car rental in excess of 2 days
• All warranty repairs to new and used vehicles in
dealer inventory
• Replacements of any components in pairs
• Wheel alignment, balance, tire/wheel replacement
operations under 500 miles or greater than
7500 miles
• Windshield replacements beyond 10,000 miles
(Latest version of Bulletin Number 05-08-48-001)
* Any repair work added to the job card after the initial
write-up must be entered and identified on the job card
using the terminology “added operation” along with the
time and date. It must be verified and approved with a
signature from service management, date, time, and
explanation on the job card prior to the work being
performed.
Your dealership’s approval / authorization profile may
vary dependent upon the level of empowerment
provided. Questions regarding empowerment level
should be direct to your General Motors
Representative.
Reference: GM Policies & Procedures Article 1.6.2.14,
1.6.2.15 and Global Warranty Management User
Manual Section
Bulletin No.: 04-00-89-015E
3. ACCURATE AND COMPLETE CUSTOMER
CONDITION, CAUSE, AND CORRECTION
DESCRIPTIONS
A clear and concise job card write-up is a requirement.
All customer condition(s), cause(s), and correction
comments must be documented completely with as
much information available concerning when, where
and how often the condition occurs.
• The job card must contain a description of each
customer condition.
• The service advisor is responsible for confirming
each customer concern as written on the job card.
Vaguely written job card descriptions such as
"repair oil leak," "engine stalls," “Service Engine
soon light on” or coded descriptions of customer
concerns are not acceptable. See Article 1.5.5 of
GM Service P&P for additional information. When
necessary, use of the Customer Concern
Verification sheets from the latest version of
Bulletin Number 01-00-89-010 (contained in
article 4.1.7 COMEBACK PREVENTION TOOL)
should be used to capture the owner concern.
Note: The GM Customer Verification Worksheet
should be used to help capture a better description of
the customer concern. Technicians find these very
helpful in completing repairs with more quality and
efficiency. They are also helpful in reducing shop
comebacks therefore aiding in customer loyalty. The
GM Diagnostic Worksheet referred to in article 4.1.7
can also be found in Global Connect under the Service
Workbench tab. Access Service Forms and look for the
link that corresponds to this Corporate Service Bulletin
number.
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Repair diagnosis time is published in the Labor
Time Guide with appropriate labor operations.
Customers must not be charged for diagnosis
time related to warranty repairs.
IVH (Investigate Vehicle History) must be
referenced to ensure that there are no Required
Field Actions on the vehicle. If information exists
in the Required Field Action section, it should be
discussed with the customer and added to the
job card.
Each technician is responsible to record an
accurate description of what was found as the
cause of the customers condition and what was
done to correct the condition.
The technician must document on the shop copy
of the job card all on-board diagnostic codes
(DTCs), test equipment readings, Suspension
alignment before/after readings, Brake rotor/drum
before/after readings, appropriate specifications,
adjustments, circuit numbers, descriptive
locations and indicators. Coded descriptions are
not acceptable. Technician documentation should
include all relevant observations and is not limited
to the items listed above.
Bulletin No.: 04-00-89-015E
June, 2013
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The complete cause of the failure and a detailed
correction as stated by the technician on the shop
copy must be transferred to all other copies of the
job card/invoice by the Warranty Administrator or
appropriate service management personnel.
• The appropriate labor operation should be
assigned after the entire Condition, Cause and
Correction have been documented on all copies of
the job card.
Reference: GM Policies & Procedures Article 1.6.2,
1.6.2.10 and Global Warranty Management User
Manual section II
4. APPROVED AND RECORDED OLH (OTHER
LABOR HOURS)
In unusual instances where OLH is required, the
technician must obtain the written approval of service
management before the work is performed. A detailed
explanation for the OLH must be recorded on the job
card. Each labor operation that contains OLH requires
separate on/off time recording on the job card.
Service management approval, in the form of an
explanation with date, time and signature is required
for the technician to proceed with other labor hours.
Service management is responsible for the
reasonableness of the OLH request. The job card must
record the reason for other labor hours. Technician
must detail failure and steps taken to facilitate repairs.
Vague comments such as metal throughout are not
acceptable. Separate on/off time punches are required
for each labor operation with other labor hours,
including on/off time associated with diagnosis time
beyond published variable diagnosis time.
Reference: GM Policies & Procedures Article 1.6.2.13
5. TECHNICIAN IDENTIFICATION AND
ACCOUNTING OF LABOR TIME
The name, initials and/or code of the technician(s)
performing a repair is to be recorded on all copies of
the job card corresponding to each line of the repair.
Team codes are not acceptable. All customer pay,
warranty, policy and internal job card time must be
accountable through the technician’s time and payroll
records. Punch times on the job card must include the
date along with the actual punch time. Each technician
is to be assigned a single, unique employee number.
Assigning multiple employee numbers to an individual
service technician is not allowed. All technicians payroll
records must reflect the actual time and date the
vehicle was serviced. A technician may only be working
and clocked “on” to one vehicle per service event
(transaction submission). Multiple clock-on periods that
reflect the servicing of multiple vehicles by one
technician is not allowed.
Reference: GM Policies & Procedures Article 1.6.2.11
Page 3
6. PROPER DOCUMENTATION AND RETENTION OF
WARRANTY PARTS
All parts used in the completion of warranty repairs are
to be recorded on the job card.
• Part numbers must be cross-referenced (line
coded) on the job card to the specific repair in
which they apply.
• All warranty parts removed must be returned to
the parts department for proper tagging, retention,
and return/disposition as required by the GM
Service P & P in effect on the date of the job card.
When parts are provided in the form of a kit and
only a portion of the parts are required to perform
the repair, any unused components of the kit
should be returned and held for return/disposition.
• All replaced parts with visible defects must have
the defective area clearly marked.
• PQC assembly returns – Retain all required
documentation as stated in the latest version of
Bulletin Number 02-07-30-029.
Service Agents are to retain for inspection all warranty
parts for a minimum of fifteen (15) days from the date of
credit or until scrapped by a GM representative,
whichever occurs first. Parts that have a “core” value
are not required to be held for this period. If no return
request is received 24 hours after the Service Agent
receives a Transaction Summary Report (Credit/Claim
Memo) showing payment, the specified core part(s)
should be returned to GM or to a GM approved
rebuilder/remanufacturer.
Reference: GM Policies & Procedures Article 1.6.2,
1.7.3 and Global Warranty Management User Manual
Section VII
7. ACCURATE LABOR OPERATION NUMBERS AND
TIMES
Service management is responsible to ensure that the
proper labor operation and labor time is recorded on the
job card. It is critically important that the correct labor
operation is used along with the complaint code, failure
code and the failed part number.
• Technicians are not allowed to assign labor
operations and times from the Labor Time Guide.
• Section 1.6.2.1 of the GM Service Policies and
Procedures Manual states that one customer
concern should result in one repair line. Any
exceptions to this must be brought to the Service
Manager’s attention by the technician before
repairs are performed. Service Management
inspection and documented pre-approval is
required when performing multiple repairs for one
customer concern (add-ons). Additionally, other
labor hours (OLH) claimed on a transaction must
be supported by separate technician time records,
either electronically or through time clock
punches. Each customer complaint must have
only one repair labor operation assigned, unless
otherwise directed by a GM Service Bulletin. The
labor operation must describe the repair for the
failed component.
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June, 2013
If one part fails and causes the failure of another
part, the causal failure labor operation is used and
the causal part identified. All additional parts and
labor would be placed on the same job card line.
For example, if a battery leaks and causes
damage to cables. The failed battery caused the
cable failure, and therefore would be submitted
with only the battery labor operation. Since the
cables are already disconnected at one end when
replacing the battery, and there is no diagnosis
time associated with the cables, the other labor
hours would be less than the full labor time guide
allowance for cable replacement.
Overlapping repairs are not eligible for the
complete time published in the Labor Time Guide
and should only reflect the amount of time used to
complete the repair. (A customer condition of
driver's side power window and power door lock
inoperative would result in an overlap to remove
the door panel. The labor time on the second
operation should be reduced for the door panel
labor and submitted appropriately. Refer to the
latest version of Corporate Bulletin 12-00-89-003
for additional information.
All warranty job cards are to include the proper
labor operation number, complaint code, failure
code and published GM labor time for each repair
case. One complaint, one repairing labor
operation.
If a repair of the same item is needed again as a
result of improper inspection, diagnosis or
workmanship, the repair is not eligible for
additional warranty transaction payments.
If a repair of the same item is needed again as a
result of a failure of a part upon installation, the
additional part is included in the same warranty
transaction line. Example: An ECM will not take a
program and a second module is required.
2 modules would be charged out to the same
repair line with an explanation of the additional
part. (If a part fails upon installation during a
customer pay repair, the Service Agent should
open a second line and submit as a ZPTI parts
warranty. This would require Service Manager’s
approval).
Multiple concerns can have one or more labor
codes depending upon the cause(s). If there are
multiple concerns and different causes aligned to
each concern, then each one should have a
separate labor code. If there are multiple concerns
but only one cause, then only one labor code
should be used.
Combined left/right or front/rear repairs or part
replacements are not normally necessary unless
specifically indicated in service information and
GM has determined both sides should be replaced
in pairs if the second side indicates wear. For
these repairs, the Labor Time Guide will include
either an add condition or a unique labor code for
both sides. If the technician believes both sides
should be replaced and there isn’t an add
condition or unique labor code, the generic labor
code should be used and the second part claimed
as a secondary part and the labor time as OLH.
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Bulletin No.: 04-00-89-015E
The additional OLH time should be less than
replacing one side since the repair set up time
included in every labor time is not necessary. This
is the only situation where the OLH/straight time
on/off punch times are not required. In addition, if
there is time to access the part that has already
occurred in replacing the primary part, that time
should be excluded.
If the Labor Time Guide or a Service Bulletin
provides a labor operation to use for “both” or “all”
parts involved in a particular repair, that labor
operation and the published time should always
be used. Example: GM dictates a repair process
for replacing both sides (pairs) when only one side
failed. If a situation arises where only one labor
code is listed and the repair is for both left and
right (or front and back), then use the published
labor code and put the additional labor time for the
opposite side repair in OLH.
The appropriate labor operation should be
assigned to each complaint (line) unless the
complaints are related and then the transaction
would be submitted based on the labor operation
descriptions. Example: If a customer complains of
a defect on the left front side door trim panel and
also complains of a defect on the right rear side
door trim panel, the job card should be written to
reflect both complaints separately. The transaction
would need to be submitted for Front Side Door
Trim Panel 1042980 on one line and Rear Side
Door Trim Panel 1042980 on another line. The
transaction will require proper authorization to
avoid a reject for Repeat Repair because the labor
times do not allow for “add” time or for “both.
There may be times when the customer
expressed ONE complaint, but it is actually TWO
complaints and should be written up as two
separate lines. Example: Customer complains
there is a pulsation from front and rear rotors. This
should be written up as two lines. There is a labor
op available for the front rotor resurfacing/
replacement and one for the rear rotor resurfacing/
replacement. Both should be utilized.
If the customer has two related complaints and
Labor Time Guide does not have two separate
labor operations, the same labor code must be
used for both complaints: Example: A customer
complains of a defect on the left front side door
trim panel and also complains of a defect on the
right front side door trim panel. The labor
operation in this example is the same for the left
as it is for the right. So, Front Side Door Trim
Panel 1042980 would be used for both repairs.
However, since you cannot use the same labor
operation for two lines, the transaction would need
to be entered with one line with 1042980 and the
time associated with it. Then the second repair
(right side) would be entered as OLH with the
1042980 line.
For paint repairs involving multiple panels, paint
mix time can only be claimed once. Include paint
mix time on one of the repair lines, and the labor
time for each additional panel on separate lines.
Bulletin No.: 04-00-89-015E
June, 2013
Reference: GM Policies & Procedures Articles 1.5.6,
1.5.12, 1.6.2.20, 1.2.4.2
8. ACCURATE SUBLET CHARGES AND RECEIPTS
The following policies apply for repairs sublet by the
Service Agent to repair shops (including other repair
locations owned by the Service Agent):
• Sublet repairs will be reimbursed at the Service
Agent’s actual cost less any discounts or
allowances that apply to the sublet invoice or
made available to the Service Agent on
non-warranty repairs. Repairs are not to exceed
the Service Agent’s parts and/or Labor Time
Guide allowance for the same repair. See GM
Policies & Procedures Article 1.2.4, 1.5.8 for
reimbursement details.
• Only Genuine GM parts are to be used.
• Dealer supplied parts used in the performance of
sublet warranty repairs are eligible for the
appropriate handling allowance.
• Sublet repairs must not be shown on a warranty
transaction as a Service Agent performed repair. If
repair is performed by the Service Agents’
bodyshop, then warranty transaction must reflect
labor and parts as such and sublet net item is not
allowed.
• Sublet invoices are to contain customer name,
VIN, date of repair or job card number and a
complete description or repairs performed.
Reference: GM Policies & Procedures Articles 1.5.8,
1.5.10, 1.6.2 and Global Warranty Management User
Manual Section
9. FINAL CLOSE-OUT OF JOB CARDS
Only the author of technician comments may alter or
change comments on job cards.
• Any changes made to the final job card are to be
made using established accounting procedures to
account for all adjustments.
• After the job card is closed, a customer should be
given a copy showing all repair information
regardless whether repairs are covered by
warranty or are customer paid repairs.
Reference: GM Policies & Procedures Article 1.6.2.19
Page 5
10. PARTS EXPEDITING PROGRAM
ADMINISTRATION
If the replacement part is not in stock, the Service
Agent should make every attempt to obtain the part
locally.
• Service Agent should use the dealer trade portion
of the parts expediting program. If the part is not
locally available, Service Agent should use the
parts expediting program to obtain the part
through GM Customer Care and Aftersales
(GMCCA).
• Dealership employees should ensure the part is
ordered appropriately for arrival on the next day. In
some cases the part may need to be ordered
CSO-3 to ensure next day delivery.
• If the part is on national back order, a SPAC case
should be initiated immediately.
• RIM Stratification Enhancements & PDC Inventory
and Process Enhancements will include these
benefits: new model part stocking policies to
improve same day servicing, automatic upgrade to
SPAC when CSO for Service Lane Parts are not
available at the local PDC. In these instances, GM
will pay for overnight shipping. Dealers will also be
able to write parts orders later in the day for next
day shipments from their local PDC.
Reference: GM Policies & Procedures Articles 1.5.6,
1.5.12, 1.6.2.20
Reference: GM Policies & Procedures Article 1.5.18,
1.6.2 and the latest version of Warranty Administration
Bulletin Number 99-00-89-021
Any questions regarding this information should be
directed to your General Motors Representative.
Approval or authorization of a transaction by a GM
Representative does not constitute final determination
that the transaction meets all of the requirements of the
GM Policy and Procedure manual relating to claim
payments. General Motors reserves the right to audit
this transaction, consistent with applicable law, to
ensure compliance with the applicable policy and
procedure manual. Authorization of this transaction by
the Warranty Support Center does not waive GM's
audit rights or release the Service Agent from
responsibility to fully comply with the policy and
procedure manual.
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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