SB-16-NA-119

File in Section:
Service Bulletin
-
Bulletin No.:
16-NA-119
Date:
April, 2016
WARRANTY ADMINISTRATION
Subject:
Warranty Administration - Servicing Vehicles from Canada (U.S. Dealers Only)
Brand:
Model:
Buick
Cadillac
Chevrolet
GMC
GM
Passenger
Cars and
Trucks
Model Year:
VIN:
from
to
2008
2017
This bulletin will cover GM’s policy on performing GM
covered vehicle services and maintenance on vehicles
originating/sold in Canada. These policies do not
negate the policies established by GM regarding the
sale, resale and import/export of GM vehicles, including
those listed in the Dealer Sales and Service
Agreement.
When servicing GM vehicles built for and sold in
Canada, Service Agents first must determine if an
effective repair can be performed using the guidelines
listed in Article 1.2 of the GM Service Policies and
Procedures Manual.
Service Agents must also verify the vehicle is eligible
for the services to be performed by reviewing VIN
information in Investigate Vehicle History (IVH). The
Vehicle Summary Page will display any active
warranties, open Recalls/Field Actions and Special
Coverages applicable to that vehicle. Verify that there
are no Branded Titles or Warranty Blocks that may
restrict you from performing the requested service. If
there is evidence that the odometer has been
disconnected or altered, or the correct mileage cannot
be determined, the warranty on the vehicle may be
blocked. Report any instances of odometer tampering
to the Dealer Business Center. Vehicles that display
evidence of being salvaged/rebuilt that are not branded
in IVH should be reported to the Dealer Business
Center or your local GM representative.
Customers Touring Across the Border Requiring
Vehicle Repairs
For the safety and convenience of our GM customers,
Service Agents are permitted to perform vehicle
warranty repairs on vehicles touring between the U.S.
and Canada following the guidelines listed in the
Service Policies and Procedures Manual (Article 1.2).
In addition to the IVH requirements set forth above,
Service Agents should verify eligibility to service a
touring customer’s vehicle by verifying the customer’s
residency (driver’s license or vehicle registration). It is
also important to check previous odometer readings
Copyright 2016 General Motors LLC. All Rights Reserved.
from
to
Engine:
Transmission:
and vehicle delivery information on IVH to ensure the
customer is a tourist and did not relocate across the
border.
Servicing GM Vehicles that Originated Across the
U.S. / Canadian Border
For the safety and convenience of our GM customers,
in addition to touring vehicles described above, Service
Agents may also perform eligible warranty work on
vehicles that originated in Canada only after the
following requirements, in addition to the IVH
requirements set forth above, are met:
1. The vehicle is owned by a customer at the time of
service. Service Agent-owned inventory is
ineligible. Proof of ownership (copy of the
customer’s registration and driver’s license) at the
time the service is performed must be attached to
the job card.
2. The odometer must be converted from Kilometers
to display Miles. Many vehicles are built with the
technology to display either measure. If a vehicle’s
technology does not permit this conversion, the
vehicle’s equipment must be converted only
through the use of a GM authorized Electronic
Service Center (ESC). Please refer to the GM
Service Policies and Procedures Manual for a list
of authorized ESC locations. This cost of this
conversion is the customer’s responsibility and no
portion of this service (parts/labor/other) should be
submitted to GM by the dealer for reimbursement.
This conversion must take place prior to repairs.
Any warranty transaction submitted by a Service
Agent for a vehicle that originated from Canada
that has not had the odometer converted will be
rejected.
Note: Any other reconfigurations that are required (i.e.
OnStar) will be the at the customer’s expense.
Page 2
April, 2016
Bulletin No.: 16-NA-119
Updating Investigate Vehicle History (IVH) to
Display Converted Odometer Reading in “Miles”
Authorized Electronic Service Centers (ESCs) who
convert a GM vehicle speedometer between miles/
kilometers (MI/KM) will provide the appropriate
information to GM for conversion of the odometer
display in IVH.
Vehicles that allow for odometer display changes
between MI/KM at the touch of a button do not require
ESC conversion. However, in order to properly validate
the warranty and add this information to the vehicle
history file, the Service Agent must submit a request to
GM to update IVH using the following process:
• Submit a zero dollar ZSET transaction type using
labor operation 0620018 to convert KM to MI
displays in IVH.
• If you are unable to successfully process the IVH
conversion through use of this labor operation,
please contact the Dealer Business Center at
1-888-414-6322 for assistance. A copy of the
vehicle registration showing customer registration
in the United States will be required to be
submitted with the request.
Changing KM to MI displays on IVH does not change
the Applicable Warranties nor the terms of the
warranties.
Below is an example of the Applicable Warranties
section of IVH where a VIN was converted, now
displaying the Effective Odometer and End Odometer
readings in miles (MI). As you can see, the Canada 2yr
Scheduled LOF Maintenance warranty still applies and
U.S. Service Agents may provide remaining
maintenance services covered under this program. See
below for more details regarding New Vehicle
Maintenance Program Services.
4489214
Note: Speedometer conversion and IVH display
conversion does not fully satisfy vehicle
importation, certification and titling/registration
requirements. Please refer to Federal and local
regulations, including those set by the NHTSA and
FMVSS, for further information.
New Vehicle Maintenance Program Service
Service Agents are also permitted to perform
maintenance services requested by the customer that
are covered under the New Vehicle Maintenance
programs.
Bulletin No.: 16-NA-119
April, 2016
Page 3
If IVH displays an active Maintenance Program in the
Applicable Warranties section, the vehicle is eligible to
be serviced in the U.S. Follow all program rules
applicable to the U.S. Maintenance Programs,
submitting transactions for covered maintenance
service(s) on eligible Canadian VINs as they normally
would for a U.S. vehicle.
Important: Prior to performing the service, Service
Agents should insure that the vehicle has not received
the maximum number of maintenance events allowed
per divisional program guidelines.
Submitting Transactions for Repair or Maintenance
on Vehicles Originating in Canada
Service Agents should select the Foreign Tourist VIN
indicator when submitting the transaction. This applies
to ALL warranty repairs, recalls, special coverage and
maintenance services regardless if the odometer has
been converted or IVH has been converted.
4489309
Support
For any questions regarding this policy, Service Agents
in the United States should contact the Dealer
Business Center (DBC) at 1-888-414-6322.
Version
1
Modified
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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