11-00-89-005G

File in Section:
Bulletin No.:
Service Bulletin
Date:
00 - General Information
11-00-89-005G
November, 2013
WARRANTY ADMINISTRATION
Subject:
Clarification of Use - Dealer Empowerment Labor Operations and Customer
Enthusiasm (U.S. Only)
Models:
2014 and Prior GM Cars and Trucks
Attention: This service bulletin does not apply to ‘GM of Canada’ dealers. Dealers in Canada
should continue to refer to the Goodwill section on the Warranty Administration
Homepage in GM Global Connect for the most recent information and updates to the
GM of Canada ‘Enable and Empower Project.’
This bulletin has been revised to provide additional information concerning Policy decision
making. Please discard Corporate Bulletin Number 11-00-89-005F.
The effective date of the requirements of this bulletin is
October 17, 2013.
For some time now we have been working together to
be even more focused on our customers and to put
them first in everything that we do. During this time,
we’ve challenged you, our dealer partners, to be
assertive on behalf of our customers and make
effective use of the policy and goodwill tools available
so that customers are satisfied and remain loyal to their
vehicle brand and your dealership.
Over the past several years, we have extended
increased levels of empowerment to our dealers and
our team members so that you can confidently do what
is right to satisfy our mutual customers. And while this
effort has been largely successful, the reality is that the
strategic approach is not always consistent across
different dealerships and different markets. In addition,
with more and more of your employees engaged in
doing what’s right for the customer, several of you have
requested that we provide additional guidance to assist
you in training them to make good quality decisions, on
behalf of the customer, while expending resources in a
cost effective manner.
It is those requests, and the desire to continually
improve the customer experience that are the basis for
this bulletin, in which we will be documenting guidelines
to further assist you and your employees in developing
a more consistent professional approach to resolving
customer issues while spending resources in a
judicious manner.
Organizational Terms
The following should clarify the terms used to describe
various payment categories used to satisfy customer
requests for assistance. These terms will be used
throughout this bulletin.
Resource
Definition
Warranty
Vehicle repairs within the time and mileage limitations of the written warranty period that are a result of
a covered defect in materials or workmanship.
• Example: Ignition lock cylinder is replaced during the 3 years/36,000 mile New Vehicle Limited
Warranty.
Customer
Enthusiasm
Vehicle repairs within the time and mileage limitations of the written warranty period that ARE NOT the
result of a covered defect in materials or workmanship.
• Used in rare/unique circumstances.
• When submitting a transaction for repairs that are Customer Enthusiasm, be sure to select
Customer Enthusiasm in the Job Card Transactions Detail section of GWM.
• Example: Repair of a front air deflector due to customer not realizing how low it is.
Policy
Vehicle repairs outside of the applicable time and mileage limitations of the written warranty period.
• Example: Wiper motor fails at 52,000 miles and GM pays for all or part of the repair cost.
• When submitting a transaction for repairs that are Policy, be sure to select Policy Flag in the Job
Card Transactions Detail section of GWM.
Copyright 2013 General Motors LLC. All Rights Reserved.
Page 2
November, 2013
Resource
Bulletin No.: 11-00-89-005G
Definition
Goodwill
Assistance expenditures made to satisfy the customer.
• The term “Goodwill” does not refer to a vehicle repair. Repair outside of Warranty is “Policy.”
• Goodwill is the term for the tools that are used to offset customer inconvenience or to offer
additional protection and peace of mind. Details of the Goodwill tools are found later in this bulletin.
• Example: An Owner Loyalty Certificate (OLC) is offered to a customer who is in the market for a
new vehicle due to continued out-of-warranty transmission issues.
Special Coverage
Extension of the warranty coverage of a specific vehicle component or system if an identified nonsafety related failure occurs.
• The necessary repair under a Special Coverage will be performed only if the specified condition is
present in the vehicle.
• Example: Extended coverage on the transmission shift cable for certain Saturn vehicles.
Customer Enthusiasm Repair-Non
Warranty
A Customer Enthusiasm Repair is a repair performed
within the warranty period when the product issue is not
covered by the New Vehicle Limited Warranty but the
dealer/customer wants GM to cover the repair to
ensure customer loyalty. In these instances, when the
transaction is being submitted for reimbursement, the
dealer should use the repairing labor operation and
select the “Customer Enthusiasm-Non Warranty
Repair ” check-box.
Important: Do not select Customer Enthusiasm if
the vehicle is beyond the terms of the applicable
warranty – by definition post warranty repairs are Policy
transactions. ALSO: All examples in this Bulletin
assume certain facts. You should evaluate each
customer’s situation on a case-by-case basis.
• Example 1: A customer comes into the
dealership and states their keyless entry fob
on their 2010 SRX with 24,000 miles was
inadvertently lost by their college age son who
was unfamiliar with the keyless start system.
This is not a defect in material or workmanship
and therefore is not covered by the New
Vehicle Limited Warranty. However, based on
the customer’s situation, previous repairs for
other issues and to maintain customer
satisfaction, it is determined that GM will cover
66% of the $150 cost to replace the transmitter
and re-program the system. To do this, the
transaction would be entered as a ZREG using
the 6430280 Remote Control Door Lock and
Theft Deterrent Transmitter Replacement labor
Operation, the Customer Enthusiasm-Non
Warranty Repair box checked, the full amount
of parts and labor input and the $50 Customer
participation input into the Customer/Service
Agent Participation field. The Complaint,
Cause, and Correction fields must document
the situation including the reason for the
decision.
Important: The Complaint, Cause, and Correction
fields must document the specific situation including
the substantive reason, for the decision.
• Example 2: Customer’s vehicle has a cut in the
rear seat back at 8,000 miles. This is not a clear
defect in material or workmanship and
therefore would not be a warranty repair.
Based on the facts and circumstances and the
customer’s history with the dealership, the
service manager would like to fix the
customers issue and submit this to GM for
reimbursement even though it is a
non-warrantable repair. The transaction would
be entered as a ZREG using the rear seat back
labor operation with the Customer
Enthusiasm-Non Warranty Repair box
checked. The Complaint, Cause, and
Correction fields must document the situation
including the substantive reasons for the
decision.
Policy Guidelines
In early 2012, General Motors introduced Policy
Guidelines to document the boundaries of vehicle
Policy repairs. Now that they have been in market, it
has become clear that there is some confusion on how
and when to use them. To simplify the process, GM is
launching a revised set of guidelines that are
documented below.
The Policy guidelines are being used to:
• Create a Policy strategy which drives increased
service and sales retention.
• Develop consistent decision making practices /
processes among dealers, field (including Fleet
Sales) and Customer Assistance Center (CAC)
representatives.
• Document customer / dealer participation amounts
at varying time and mileage intervals once a
decision to provide assistance has been made.
The Policy guidelines are NOT being used to:
• Discourage taking care of our customers.
• Impose a rigid “one size fits” all approach to issue
resolution.
• Drive a particular decision – the guidelines are
only to be used after a decision to assist has
been made.
• Disregard facts or circumstances that make a
particular customer’s situation unique.
When presented with a customer situation that requires
you to determine whether to perform a Policy repair
your decision making process must treat each case as
a unique set of circumstances and each customer’s
situation must be evaluated on a case-by-case basis.
Bulletin No.: 11-00-89-005G
November, 2013
When considering an out of warranty assistance
situation you should have a clear understanding of:
• The customer’s issue and problem with the
vehicle
• The customer’s expectations
As you review the individual case please consider the
following supporting and limiting factors as you
determine the level of support that you will offer, if any.
Please note that there may be other factors that
influence your decision making. We are relying on our
dealer service management personnel to engage with
the customer and to make the best balanced business
decision possible.
Supporting Factors:
• Close to vehicle or component’s warranty
expiration
• Original owner
• Loyal GM new vehicle customer
• Loyal GM service customer
• Repeat repairs related to current vehicle issue
• Type of repair
• High incurred customer expense to repair “out of
warranty” issues
• High number of days vehicle down during
warranty
• Customer’s point in the ownership (purchase)
cycle
• Additional factors that you believe support
assistance
• Customer has established history of properly
caring for and maintaining the vehicle
Limiting Factors:
• Well beyond vehicle or component’s warranty
expiration
• Recently purchased as a used vehicle
• Vehicle purchased outside of the warranty
• Cause is not normally covered by warranty
(misuse, abuse, neglect, accidental damage, lack
of maintenance)
• Customer does not appear to take good care of
the vehicle
• Expenses incurred due to damage from an
accident that insurance will not cover
• Expenses incurred due to damage done by an
independent repair facility
• Vehicle has an active Service contract
• Additional factors that you believe do not support
assistance
Page 3
If you decide that some level of assistance is
appropriate, you will need to do the following:
• Based upon the result of your review of the
particular case, you will need to determine and
agree with the customer / District Manager
Aftersales (if required) to an appropriate level of
GM assistance for repair. In addition to the
concept of a declining level of GM support as
the vehicle’s age and mileage increases there
is a customer / dealer participation amount as
outlined in the tables below and in the online
Policy Calculator.
• The level of participation by GM and the customer/
service agent is to be determined by:
• The participation amount is calculated through
the use of the online calculator or tables in this
bulletin. The calculator or tables are to be used
for every job card and on each line of the job
card where participation is recommended.
• If the amount noted on the calculator or tables
is adjusted then the calculator MUST be
attached to the hard copy of the job card. This
holds true for every line on the job card that
has been adjusted to the amount noted on the
calculator. In addition, Service Management
must explain the reason for adjustment on the
hard copy. Vague reasons such as “for
customer satisfaction”, “good customer”, etc.
are not sufficient.
• The service manager must authorize the policy
adjustment prior to the work being performed.
This authorization must be in the form of an
explanation, signature and date (reference GM
P & P #1.6.2.15).
• If you conclude that GM Participation is
appropriate, you must indicate (on the transaction
input) the amount of Customer / Service Agent
Participation in the “Customer/Service Agent
Participation Amount” field in the transaction.
• The online Policy Calculator can be accessed in
the Reports and Tools section of Service
Workbench via the link to “Dealer Aftersales
Empowerment.” If you do not have the link, please
contact your dealership’s Partner Security
Coordinator (PSC) to obtain access.
• Effective October 1st, 2013 the Policy
Calculator will utilize the information that you
enter to determine the ownership status and
advise you if any of the following situations:
• Our records show that the vehicle is not
owned by the original owner
• Our records show that the vehicle is a
Certified Used Vehicle
• The database is not available
• If you are prompted that the vehicle is no
longer owned by the original owner, please
determine the ownership status as there are
several circumstances that could lead to this
indication. Among these are name changes
from marriage, transfer within the family,
business name, etc. If it is determined that it is,
Page 4
•
November, 2013
in fact, a used vehicle, then use this
information in your decision making process as
appropriate (It is likely a Limiting Factor).
If the components coverage is not listed, please
utilize the Bumper to Bumper time and mileage
table or Policy Calculator field to determine the
starting level of Participation. You will need to use
your judgment to determine if this level of
participation is appropriate.
Important Participation Notes
• If the cost of repair under warranty rates is less
than the indicated participation amount then there
will be no GM participation without approval from
your District Manager of Aftersales.
• As the majority of Policy repairs are isolated and
unique, the participation applies to each Policy
labor code on the job card.
• The customer and/or Service Agent participation
MUST be documented in the Customer / Service
Agent participation field of the Global Warranty
system transaction (see section below).
Bulletin No.: 11-00-89-005G
Important: Failure to document the participation
amount in the Customer/Service Agent participation
field may result in a charge back for the applicable
amount.
• Document in the job card the substantive reasons
and pertinent facts and circumstances supporting
the assistance. The reasons supporting GM
assistance should be abundantly clear to an
objective third party reviewing the job card that
has not been involved in the customer decision
making process. Short general comments such as
“good customer” or “out of warranty” are not
sufficient - document your decision making
process as well as the reasons for adjustment in
some detail.
• Providing assistance on a vehicle that is beyond 8
years old should only be considered under rare
circumstances. As an alternative for these and
other circumstances where repair assistance is
inappropriate, consider using one of the Goodwill
tools that are described later in this bulletin.
Participation Time and Mileage Tables
Bumper-to-Bumper Coverage (Includes Powertrain
items on 2006 and Prior vehicles)
Beyond New Vehicle Limited Warranty Repairs in the
following repair groups:
Time and Mileage Table (Chevrolet, GMC, Pontiac, Saturn)
Customer/Dealer will pay greater of Participation $ amount or % of total repair as indicated in the applicable table
below.
Days out of Warranty
Miles out
of
Warranty
TABLE 1
0
1 – 365
366 – 730
731 – 1,095
1,096 –
1,460
1,461 –
1,825
1,826 +
0
In Warranty
10%
or $100
25%
or $200
40%
or $300
55%
or $400
70%
or $500
PreApproval
1 – 12,000
10% or $100
10%
or $100
25%
or $200
40%
or $300
55%
or $400
70%
or $500
PreApproval
12,001 –
24,000
25% or $200
25%
or $200
25%
or $200
40%
or $300
55%
or $400
70%
or $500
PreApproval
24,001 –
36,000
40% or $300
40%
or $300
40%
or $300
40%
or $300
55%
or $400
70%
or $500
PreApproval
36,001 –
48,000
55% or $400
55%
or $400
55%
or $400
55%
or $400
55%
or $400
70%
or $500
PreApproval
48,001 –
60,000
70% or $500
70%
or $500
70%
or $500
70%
or $500
70%
or $500
70%
or $500
PreApproval
60,001 +
PreApproval
PreApproval
PreApproval
PreApproval
PreApproval
PreApproval
PreApproval
Bulletin No.: 11-00-89-005G
November, 2013
Page 5
Time and Mileage Table (Buick, Cadillac, HUMMER)
Customer/Dealer will pay greater of Participation $ amount or % of total repair as indicated in the applicable table
below.
Days out of Warranty
0
Miles out
of
Warranty
1 – 365
366 – 730
731 – 1,095
1,096 – 1,460
1,461 +
0
In Warranty
10% or $100
25% or $200
40% or $300
55% or $400
Pre-Approval
1 – 12,000
10% or $100
10% or $100
25% or $200
40% or $300
55% or $400
Pre-Approval
12,001 –
24,000
25% or $200
25% or $200
25% or $200
40% or $300
55% or $400
Pre-Approval
24,001 –
36,000
40% or $300
40% or $300
40% or $300
40% or $300
55% or $400
Pre-Approval
36,001 –
48,000
55% or $400
55% or $400
55% or $400
55% or $400
55% or $400
Pre-Approval
48,001 +
Pre-Approval
Pre-Approval
Pre-Approval
Pre-Approval
Pre-Approval
Pre-Approval
TABLE 2
Powertrain Coverage (2007 Model Year + )
Beyond New Vehicle Limited Warranty Repairs in the
following repair groups:
Time and Mileage Table (Chevrolet, GMC, Pontiac, Saturn)
Customer/Dealer will pay greater of Participation $ amount or % of total repair as indicated in the applicable table
below.
Days out of Warranty
Miles out
of
Warranty
0
1 – 365
366 – 730
731 – 1,095
1,096 +
0
In Warranty
40% or $300
55% or $400
70% or $500
Pre-Approval
1 – 12,000
40% or $300
40% or $300
55% or $400
70% or $500
Pre-Approval
12,001 – 24,000
55% or $400
55% or $400
55% or $400
70% or $500
Pre-Approval
24,001 – 36,000
70% or $500
70% or $500
70% or $500
70% or $500
Pre-Approval
36,001 +
Pre-Approval
Pre-Approval
Pre-Approval
Pre-Approval
Pre-Approval
TABLE 3
Powertrain Coverage (2007-2012 MY)
Time and Mileage Table (Buick, Cadillac, HUMMER)
Customer/Dealer will pay greater of Participation $ amount or % of total repair as indicated in the applicable table
below.
Days out of Warranty
0
Miles out
of
Warranty
TABLE 4
1 – 365
366 – 730
731 – 1,095
1,096 +
0
In Warranty
40% or $200
55% or $300
70% or $400
Pre-Approval
1 – 12,000
40% or $200
40% or $200
55% or $300
70% or $400
Pre-Approval
12,001 – 24,000
55% or $300
55% or $300
55% or $300
70% or $400
Pre-Approval
24,001 – 36,000
70% or $400
70% or $400
70% or $400
70% or $400
Pre-Approval
36,001 +
Pre-Approval
Pre-Approval
Pre-Approval
Pre-Approval
Pre-Approval
Page 6
November, 2013
Bulletin No.: 11-00-89-005G
Powertrain Coverage (2013 MY +)
Time and Mileage Table (Cadillac, Buick)
Customer/Dealer will pay greater of Participation $ amount or % of total repair as indicated in the applicable table
below.
Days out of Warranty
0
1 – 365
366 – 730
731+
0
In Warranty
40 % or $300
55 % or $400
Pre-Approval
1 – 12,000
40% or $300
40% or $300
55 % or $400
Pre-Approval
12,000 – 24,000
55 % or $400
55 % or $400
55 % or $400
Pre-Approval
24,001 +
Pre-Approval
Pre-Approval
Pre-Approval
Pre-Approval
Miles out of
Warranty
TABLE 5
8 Year / 80,000 Mile Federal Emission Coverage
Time and Mileage Table (Chevrolet, GMC, Pontiac, Saturn)
Customer/Dealer will pay greater of Participation $ amount or % of total repair as indicated in the applicable table
below.
Days out of Warranty
Miles out of Warranty
0
1+
0
In Warranty
Pre-Approval
1 – 12,000
70% or $500
Pre-Approval
12,001 +
Pre-Approval
Pre-Approval
TABLE 6
Time and Mileage Table (Cadillac, Buick, HUMMER)
Customer/Dealer will pay greater of Participation $ amount or % of total repair as indicated in the applicable table
below.
Days out of Warranty
Miles out of Warranty
TABLE 7
0
0
1+
In Warranty
Pre-Approval
1 – 12,000
70% or $400
Pre-Approval
12,001 +
Pre-Approval
Pre-Approval
Bulletin No.: 11-00-89-005G
November, 2013
Page 7
36 Month / 50,000 Mile Emission Coverage
Time and Mileage Table (Chevrolet, GMC, Pontiac, Saturn)
Customer/Dealer will pay greater of Participation $ amount or % of total repair as indicated in the applicable table
below.
Days out of Warranty
0
1 – 365
366 – 730
731 – 1,095
1,096 –
1,460
1,461 –
1,825
1,826 +
0
In Warranty
10%
or $100
25%
or $200
40%
or $300
55%
or $400
70%
or $500
PreApproval
1 – 12,000
10%
or $100
10%
or $100
25%
or $200
40%
or $300
55%
or $400
70%
or $500
PreApproval
12,001 –
24,00
25%
or $200
25%
or $200
25%
or $200
40%
or $300
55%
or $400
70%
or $500
PreApproval
24,001 –
36,000
40%
or $300
40%
or $300
40%
or $300
40%
or $300
55%
or $400
70%
or $500
PreApproval
36,001 –
48,000
55%
or $400
55%
or $400
55%
or $400
55%
or $400
55%
or $400
70%
or $500
PreApproval
48,000 –
60,000
70%
or $500
70%
or $500
70%
or $500
70%
or $500
70%
or $500
70%
or $500
PreApproval
60,001 +
PreApproval
PreApproval
PreApproval
PreApproval
PreApproval
PreApproval
PreApproval
Miles out
of
Warranty
TABLE 8
Corrosion Coverage
Time and Mileage Table (Chevrolet, GMC, Pontiac, Saturn)
Customer/Dealer will pay greater of Participation $ amount or % of total repair as indicated in the applicable table
below.
Days out of Warranty
Miles out of
Warranty
0
1 – 365
366 – 730
731 +
0
In Warranty
55% or $400
70% or $500
Pre-Approval
1 – 12,000
55% or $400
55% or $400
70% or $500
Pre-Approval
12,001 – 24,000
70% or $500
70% or $500
70% or $500
Pre-Approval
24,001 +
Pre-Approval
Pre-Approval
Pre-Approval
Pre-Approval
TABLE 9
Time and Mileage Table (Cadillac, Buick)
Customer/Dealer will pay greater of Participation $ amount or % of total repair as indicated in the applicable table
below.
Days out of Warranty
0
1 – 365
366 – 730
731 +
In Warranty
40% or $300
55% or $400
Pre-Approval
TABLE 10
Page 8
November, 2013
Bulletin No.: 11-00-89-005G
Certified Pre-Owned Coverage
Time and Mileage Table (Chevrolet, GMC)
Customer/Dealer will pay greater of Participation $ amount or % of total repair as indicated in the applicable table
below.
Days out of Warranty
Miles out of
Warranty
0
1 – 365
366 – 730
731 – 1,095
1,096 – 1,460
1,461 +
0
In Warranty
10% or $100
25% or $200
40% or $300
55% or $400
Pre-Approval
1 – 12,000
10% or $100
10% or $100
25% or $200
40% or $300
55% or $400
Pre-Approval
12,001 –
24,000
25% or $200
25% or $200
25% or $200
40% or $300
55% or $400
Pre-Approval
24,001 –
36,000
40% or $300
40% or $300
40% or $300
40% or $300
55% or $400
Pre-Approval
36,001 –
48,000
55% or $400
55% or $400
55% or $400
55% or $400
55% or $400
Pre-Approval
48,001 +
Pre-Approval
Pre-Approval
Pre-Approval
Pre-Approval
Pre-Approval
Pre-Approval
TABLE 11
Time and Mileage Table (Buick)
Customer/Dealer will pay greater of Participation $ amount or % of total repair as indicated in the applicable table
below.
Days out of Warranty
0
Miles out of
Warranty
0
1 – 365
366 – 730
731 – 1,095
1,096 +
In Warranty
25 % or $200
40 % or $300
55 % or $400
Pre-Approval
1 – 12,000
25% or $200
25% or $200
40 % or $300
55% or $400
Pre-Approval
12,001 – 24,000
40 % or $300
40 % or $300
40 % or $300
55 % or $400
Pre-Approval
24,001 – 36,000
55 % or $400
55 % or $400
55 % or $400
55 % or $400
Pre-Approval
36,001 +
Pre-Approval
Pre-Approval
Pre-Approval
Pre-Approval
Pre-Approval
TABLE 12
Time and Mileage Table (Cadillac)
Customer/Dealer will pay greater of Participation $ amount or % of total repair as indicated in the applicable table
below.
Days out of Warranty
Miles out of
Warranty
TABLE 13
0
1 – 365
366 – 730
731 +
0
In Warranty
40% or $300
55% or $400
Pre-Approval
1 – 12,000
40% or $300
40% or $300
55% or $400
Pre-Approval
12,001 – 24,000
55% or $400
55% or $400
55% or $400
Pre-Approval
24,001 +
Pre-Approval
Pre-Approval
Pre-Approval
Pre-Approval
Bulletin No.: 11-00-89-005G
November, 2013
Examples:
1. An original owner of a 2008 Chevrolet Silverado is
asking for assistance with a seized air conditioning
compressor at 13 months (395 days) and 4,000
miles out of warranty. The customer has not had
any previous issues with the AC system and has
maintained the vehicle. You have determined that
based upon the customer’s history and the repair,
that a Policy repair is warranted and that only the
suggested participation amount is appropriate for
this situation.
• Based upon Table 1 the suggested participation
amount is 25% or $200 whichever is greater.
• The repair at warranty rates is $860 ($860 x
25% =$215), the participation amount is
therefore $215.
2. A second owner of a 2006 Buick LaCrosse
(ownership verified with the Calculator) has
brought in the vehicle with a broken lower control
arm. Upon review you notice that the vehicle has
not been properly maintained, has aftermarket 20”
wheels and has recently been involved in a
collision. The car is 1,100 days and 48,000 miles
out of warranty. You decide, based upon the
circumstances, that neither General Motors nor the
dealership will provide assistance for this repair.
3. A customer who has purchased numerous vehicles
from your dealership over the last 15 years has a
2007 Cadillac CTS with 125,000 miles with a water
pump failure. The vehicle maintenance is
somewhat mixed and it seems to have been driven
hard. Based upon your review, you do not feel that
GM is responsible for this repair.
• Based upon your dealerships relationship with
this customer, you choose to do the repair for
this customer at a greatly reduced cost and
adjust the repair internally with no GM
participation.
4. An owner of 2010 GMC Terrain that is 25 months
(750 days) in service with 60,500 miles has an
inoperative passenger seat lumbar support
actuator replacement. The customer recently
moved into your area from another state.
According to Service Workbench, the customer
has maintained the vehicle properly and the
vehicle’s interior and exterior are in excellent
condition.
• Based upon Table 1 the suggested participation
factor is 40% or $300 whichever is greater.
• The repair at warranty rates is $230 ($230 x
40% = $92), however, this is well below the
$300 suggested participation amount.
• Based upon the circumstances in this case, you
review this decision with your GM field
representative and mutually agree to reduce the
suggested participation amount to $92. You
document the decision making process and
attach to the ‘hard copy.’
Page 9
Customer/Service Agent Participation
Amount Transaction Processing
When the customer or the dealer agree to participate in
the cost of the repair, the transaction is to be submitted
in the following way:
Enter the labor, parts, net item as if GM was going to
cover the repair under warranty. Note, as per
section 1.5.4 of the 2012 GM Service Policies and
Procedures manual, “When a “partial” adjustment is
made, the entire repair must be calculated at warranty
rates.”
1. Enter the Customer / Service Agent Participation
amount in the “Customer/Service Agent
Participation Amount” field as a positive number.
2. The transaction (once accepted) will be reduced by
this amount and pay the dealer net (total less
participation amount) amount.
Example: A 5 year old (750 days out of warranty)
Tahoe with 67,000 miles is in for an Upper Control
Arm repair. Based upon the policy guidelines in
Table 1 (40% or $300), the condition of the vehicle
and the customer’s profile, the customer is
satisfied with GM participating at 50% of the repair
cost (including the suggested participation amount
of $300). The dealer submits for 4.4 hours of labor,
$215.86 in parts and $86.35 in parts markup for a
total transaction amount of $679.36. The dealer then
inputs 339.68 in the Customer/Service Agent
Participation Amount field. The dealer will receive
$339.68 through the GWM system.
This procedure will give full transparency to the amount
of participation, allow for verification that the dealer is
collecting the participation and will minimize
unnecessary transaction processing issues due to
miscalculations.
Vehicles with Aftermarket Service
Contracts
If a vehicle has an active GMPP contract, transactions
will automatically validate the coverage of the Labor
Operation request, provided the transaction is
submitted properly. If, however, the service contract is
not a GMPP instrument, all transactions submitted
outside of the terms of the new vehicle warranty will
require authorization to ensure that the customer first
uses the benefits of the service contract they
purchased. To request approval, the dealer must
document the current contract status (expired,
component not included, owner not party to the
contract, etc.). This information must be submitted in
the comments section and documented in the vehicle’s
service file.
Page 10
November, 2013
Pre-Approval Process
When the policy repair requires pre-approval, the
dealer is required to contact their District Manager
Aftersales for approval.
The following is the process to complete the
Pre-Approval request.
1. The dealer has determined that the claim requires
pre-approval and has a valid “Business Reason” to
request GM participation in the repair.
2. The dealer submits the Pre-Approval via the
Pre-Approval request form that is available in the
Reports and Tools section of Service Workbench
via the link to “Dealer Aftersales Empowerment.” If
you do not have the link, please contact your
dealership’s Partner Security Coordinator (PSC) to
obtain access.
3. The DMA receives notification of the Pre-Approval
request and either approves or rejects the request.
4. The dealer receives an email with the disposition of
the Pre-Approval.
4.1. If the pre-approval is approved, the dealer
can submit the claim for processing.
4.2. If the pre-approval is rejected, the reasons for
rejection will be detailed in the response
email.
5. Once approved, the claim will be matched to the
Pre-Approval by the Warranty Support Center and
claim processing will be completed.
Goodwill
As an alternative to paying for the repairs of the subject
vehicle, GM encourages the use of the following tools
to satisfy and retain the customer.
The following Goodwill tools are available to the
Dealer in support of customers but are processed
by way of the Customer Assistance Center (CAC) or
your District Manager Aftersales and NOT via the
Global Warranty System (please note that some
tools are not available in certain states).
• OnStar® – Plan Upgrade, Calling Minutes, past
Subscriber Activation, Customer Activation
Options.
• Maintenance Letter – Letter issued to the
customer by CAC to the customer to cover a onetime future maintenance visit up $100.
• Component Coverage Letter (CCL) – Issued by
CAC to extend coverage of a designated vehicle
component for a specific time frame.
• GM Motor Club – An Automotive Club
Membership
• GMPP Smart Care – A complimentary plan
providing basic lube, oil, filter and tire rotation
maintenance service for GM recommended time
and mileage intervals.
• GM Protection Plan – A service contract covering
various vehicle components & systems and
issued for various time and mileage intervals &
deductibles.
Bulletin No.: 11-00-89-005G
•
Owner Loyalty Certificate – A certificate
requested by your DMA that can be used toward
the purchase of a new vehicle. NOTE: OLCs are
only available on vehicles outside the warranty
period.
• GM may add additional tools in the future, please
consult the Dealer Aftersales Empowerment
application in Global Connect for additional
details.
Note: Owner Loyalty Certificates (OLCs) are
redeemed through the New Vehicle Sales Retail
Incentive system. OLCs must not be alternatively
processed through the Global Warranty Management
system. An OLC must be supported, approved, and
processed by a GM District Manager-Aftersales.
Access to the Goodwill tool request forms and
guidelines are available in the Reports and Tools
section of Service Workbench via the link to “Dealer
Aftersales Empowerment.” If you do not have the link,
please contact your dealership’s Partner Security
Coordinator (PSC) to obtain access.
The following categories of Goodwill Tools are to be
processed via the Global Warranty System
Specialized labor operations have been created for
specific non-repair/non-warranty situations to be
utilized by the dealer for goodwill purposes such as
resolving a customer inconvenience or dissatisfaction
with their vehicle or the service provided. Requirements
for the claim submission of these labor operations are:
• The original receipts/invoices must be attached to
the job card.
• A copy of the check must be attached to the job
card and the check # is required within the
comments field of the claim.
• The complaint, cause and correction fields must
include detailed comments. (Vague comments
such as “reimbursement or vehicle payment” are
not sufficient.)
• Upon request from any GM representative a copy
of the cancelled check must be provided to that
representative.
Spontaneous Goodwill Maintenance
(0600343)
Dealer provides complimentary goodwill maintenance,
consistent with GM recommendations contained in the
customer’s owner’s manual, when a customer was not
issued a maintenance letter or other tools. Labor
operation 0600343 should be used for this claim
submission. There is a $100 maximum for usage of the
labor operation. The transaction must be submitted with
the exact amount of the complimentary maintenance.
GM is not to be charged more than what is customary.
Example of proper use: Customer has had to return
to your dealership for a repeat issue and the
service manager, based on this customer’s
situation, deems it appropriate to offer a free oil
change for the inconvenience. Submit a transaction
using ZREG and labor Op. 0600343. If the dealer is
advertising a $19.99 special when that maintenance
is performed, submit $19.99 in the net item
miscellaneous field. In accordance with GM Service
Bulletin No.: 11-00-89-005G
November, 2013
Policies & Procedures, a copy of the job card must
be retained in a VIN history file. The Complaint/
Cause/ Correction fields must document the
situation including the decision for goodwill
coverage.
Example of IMPROPER USE: Customer complains
that the side wall of his Goodyear tire has a bulge
that is determined to be a defect in material and
workmanship. The tire is replaced and the claim is
submitted for $85.00 on the 0600343 operation. This
is an invalid transaction; as it should be submitted
on the appropriate labor operation for tire
replacement 8060440.
Incidental Non-Warranty Expense
(0600015)
Dealer agrees to reimburse a customer for reasonable
expenses incurred as a result of the service repair.
Examples are: hotel expenses, meal expenses,
flowers, or other appropriate expenses to compensate
the customer for inconvenience. There is a $500
maximum for retail usage and the transaction should be
submitted using labor operation 0600015.
Example of proper use: Customer is traveling
out-of-state and is towed to your dealership due to
a failure. The service manager has decided it
appropriate to pay for one night hotel’s stay and
meals. Submit a transaction using 0600015 with the
explanation of the situation in the Complaint/Cause/
Correction fields, along with the exact dollar value
of the hotel, meal breakdown, the check number
which was issued to the customer as
reimbursement.
Example of IMPROPER USE: Customer needs
transportation to a local school to pick up their
children while vehicle is in for warranty repairs. The
dealer provides the customer with a $50 gift card to
compensate for the cab fare to and from the school
and inconvenience. Reimbursement for actual cab
fare should be submitted on the appropriate
warranty repair labor operation using the net item
of Public Transportation with the correct
documentation (receipts) for the cab fares.
Vehicle Payment Expense (0600005)
Dealer, in unique circumstances, may determine it is
appropriate to reimburse the customer for a vehicle
payment for their GM vehicle experiencing service
issues. Labor operation 0600005 is only to be used for
this goodwill tool and a $1,000 maximum for retail
usage exists for this operation. A transaction using this
labor operation should be submitted with the
explanation of the situation in the Complaint/Cause/
Correction fields, along with the exact dollar value of
the monthly payment (including method used to
determine or calculate the payment amount) and the
check number issued to the customer as
reimbursement. The receipt/invoice must be attached
to the job card.
Example of proper use: In the rare instance a
customer’s vehicle has taken 4 weeks to complete
the repair, for customer satisfaction reasons the
service manager deems it appropriate for GM to
reimburse the customer for that month’s vehicle
Page 11
payment. The transaction should be submitted as a
ZREG using 0600005 and place amount being
reimbursed in the net item- customer
reimbursement field. Place the check number in the
invoice field. The Complaint, Cause, and Correction
fields must document the situation including the
reason for the decision.
Example of IMPROPER USE: A vehicle is in for
repairs and the customer requests alternate
transportation as well as a reimbursement for the
vehicle payment for the period being worked on.
The dealer submits for 2 weeks of rental and 15
days of vehicle payment. In this case, the rental
should be submitted through the appropriate
warranty repair labor operation using the net item
of Car Hire and the payment expense, if deemed
appropriate on the 0600005 operation.
Important
THESE LABOR OPERATIONS ARE NEVER TO BE
USED FOR:
• Gift cards, debit cards, Smart Cash or any other
instrument that cannot be verified as having been
utilized by the specific customer.
• GM paid repairs performed to a vehicle. These
must be submitted with the appropriate Labor
Operation.
• Payments or incentives of any nature related to
sales (including but not limited to delays in
vehicles being produced, and transportation
damage).
Payments to a customer for sales issues are
considered to be arbitrary and are never to be
submitted under a service related transaction.
These include but are not limited to: Extending a
lease for a customer, and purchasing a GMPP for
a sales issue.
• Trade assistance of any form.
• Any arbitrary payment. This includes but not
limited to: Loss of wages, and pain and suffering.
• To change/modify or otherwise alter the build of
any General Motors vehicle.
Note: Tires – To adhere to the Federal TREAD Act, it
is important to follow the latest version of Corporate
Bulletin Number 00-03-10-003 for all tire repairs and/or
reimbursements. Use the appropriate tire labor
operation from the Labor Time Guide and follow all
requirements that the bulletin describes. This includes
reimbursements for a tire repair not performed at a GM
dealership, which is within the Tire warranty limits. The
bulletin explains claim submission in detail.
Note: Product Allegations – Refer to Article 4.1.5 in
the Service Policies & Procedures Manual in situations
relating to a product allegation. For any questions
regarding a situation, please contact CAC for direction.
All Customer Reimbursements are to be made only
to the person who owns or leases the vehicle at the
time of repair, or the person who incurred the expense,
if different. Dealer should obtain and retain the
customer's original paid receipt or invoice and provide
the customer with a photo copy for their records.
Page 12
November, 2013
Job Cards written for customer reimbursement must
include the customer's description of the event causing
the out-of-pocket expense and note the Dealer's
reimbursement check number(s). Dealer is to provide
Bulletin No.: 11-00-89-005G
canceled check upon request as proof of
reimbursement. Refer to Article 1.5.15 in the GM
Service Policy and Procedures Manual for additional
information.
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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