SB-02-07-30-029Z

File in Section:
Bulletin No.:
Service Bulletin
Date:
07 - Transmission/Transaxle
02-07-30-029Z
May, 2016
INFORMATION
Subject:
PQC Assembly Replacement Process – For Dealers Required to Contact PQC Prior to
Replacing an Assembly (U.S. and Canada Only)
Models:
2010-2017 GM Passenger Cars and Light Duty Trucks (U.S. and Canada Only)
Equipped with CNG, LPG or Gasoline Engine, Duramax® Diesel Engine, Automatic or
Manual Transmission and/or Transfer Case, Including Front Wheel Drive and Rear
Wheel Drive Vehicles
Attention: The new PQC Required Dealer Cost Comparison Worksheets are found in
GlobalConnect > Departments > Service > Service Forms. The new forms are a web
based form to allow you to email the completed Cost Comparison Worksheets to
the PQC.
This Bulletin has been revised to add 2017 Models, update the Attention statement, add a
fourth bullet to Service Agent Notification - Service Department Personnel Responsibility,
add Step #8 to the PQC Inbound-Outbound Email Handling section, add a subsection with a
graphic for Submit to PQC Instructions (Emailing Instructions for web-based .html files), add
a subsection regarding Engine Replacement Concerns and emailing .jpg and Sound files to
the PQC in the PQC Process section and update the graphic showing the forms on
GlobalConnect. Please discard Corporate Bulletin Number 02-07-30-029Y.
Transaction, consistent with applicable law, to
ensure compliance with the applicable Policy
and Procedure Manual.
Service Agent Notification - Service
Department Personnel Responsibility
Notice:
• Most Service Agents are not required to
contact the PQC when REPAIRS are being
made to the engine, transmission or transfer
case assembly.
• All Service Agents are required to contact the
PQC for any current restrictions or exchanges.
• Service Agents that are currently required to
contact the PQC for engine, transmission and/
or transfer case assembly replacement
authorization, will be notified by a
GlobalConnect message and by their Regional
Representative.
• Agreement from TAC or PQC with the Dealer’s
assessment to replace an assembly does not
constitute final determination that the
transaction meets all of the requirements of the
GM Policy and Procedure Manual relating to
claim submission and payment. General
Motors reserves the right to audit the
Copyright 2016 General Motors LLC. All Rights Reserved.
Table of Contents
•
•
Determining Whether to Contact PQC
– Part Restriction and Exchange Program
– Customer Satisfaction
– Service Agents Working With PCC (U.S. Only)
PQC Process
– PQC Inbound-Outbound Email Handling
– Cost Comparison Worksheet for Assembly
Repair vs Replacement — Access/Download
Forms on GlobalConnect
– Contacting/Calling PQC
– Emailing PQC the Gas Engine Authorization
Email Form, Diesel Engine Authorization Email
Form and Automatic Transmission Authorization
Email Form with an Integral Cost Comparison
Worksheet for Assembly Repair vs Replacement
Page 2
•
May, 2016
– Submit to PQC Instructions (Emailing
Instructions for web-based .html files)
– Engine Replacement Concerns —Emailing .jpg
and Sound Files to the PQC
Global Warranty Management Transaction
Submission — Record Retention — Assembly
Return
– Submitting Engine, Transmission or Transfer
Case Transactions into Global Warranty
Management (GWM)
– Known Product Issues and DMA, DM-CCSP or
Brand Quality Manager Authorizations
– Record Retention
– Returning an Assembly to the Warranty Parts
Center
Determining Whether to Contact PQC
Service Agents can refer to GWM and select the: “Items
Not Allowed” tab under: “Service Agent Profile” then
scroll right to view the date in order to determine if the
Service Agent is required to contact the PQC prior to
unit replacement involving the following Labor
Operations:
• 4067470 - Partial Engine Replacement
• 4067490 - Engine Replacement
• 4067510 - Engine Assembly Replacement
• 8464670 - Transmission Replacement
• 8441780 - Transmission Replacement
• 8421160 - Transfer Case Assembly Replacement
⇒ If Service Agents have any questions concerning
why they are required to call the PQC for assembly
replacement authorization they should contact their
District Manager Aftersales (DMA), in Canada the
District Manager-Customer Care and Service
Process (DM-CCSP).
⇒ Service Agents that are required to contact the
PQC, must do so PRIOR to any assembly
replacement and BEFORE submitting the above
labor operations in GWM.
For more information on the PQC Process, see the
PQC Process section in this Bulletin. For more
information on submitting Transactions, see the
Transaction Submission and Assembly Returns section
in this Bulletin.
Part Restriction and Exchange Program
All Service Agents are required to contact the PQC for
the following components:
• Current parts restriction on the Allison
transmission.
• Current parts restriction on the Duramax® diesel
engine.
• Any component listed in a current parts restriction.
• A current assembly exchange program.
The Service Department Personnel should review the
applicable documents related to the Part Restriction or
Exchange Program and be prepared to provide
diagnostic information.
Bulletin No.: 02-07-30-029Z
Customer Satisfaction
There may be situations where an assembly can be
repaired, but due to customer satisfaction reasons an
assembly replacement should be considered. In these
cases the service department personnel should review
the concern with their DMA, in Canada the DM-CCSP.
Service Agents required to contact the PQC must be
prepared to provide diagnostic information as well as a
completed repair/replacement estimate portion of the
Cost Comparison Worksheet for Assembly Repair vs
Replacement. Service Agents required to contact the
PQC, must advise the PQC when the DMA, in Canada
the DM-CCSP or the Brand Quality Manager (BQM)
authorizes the replacement of an engine, transmission
or transfer case assembly for Customer Enthusiasm
purposes vs repair.
Service Agents Working With PCC (United
States Only)
All Service Agents that are working with the PCC to
reimburse Independent Service Centers (ISC) must
continue to follow the existing PCC processes.
PQC Process
PQC Inbound-Outbound Email Handling
Dealers that are currently required to contact the PQC
by calling them by phone prior to replacing an
assembly, now have the ability to use the PQC email
address to email them the completed NEW web forms
which are: the Gas Engine, Diesel Engine and
Automatic Transmission Authorization Assembly and
Cost Comparison worksheet and are found in
GlobalConnect under Service Forms.
The following still applies prior to contacting the PQC:
If diagnosis performed by the Service Department
Personnel indicates a need for an engine, transmission
or transfer case assembly replacement, then Service
Agents currently required to contact/call the PQC must
perform the following actions prior to replacement and
before contacting the PQC:
1. Complete the Calibration Verification Number
process as outlined in the latest version of:
– Corporate Bulletin #14-06-04-003: Identifying
Non-GM ECM Calibration Use and Power-up
Hardware Detection in Duramax Diesel Engines
Using GDS 2
– Corporate Bulletin #08-06-04-006 for Duramax®
Diesel Engines
– Corporate Bulletin #09-06-04-026 for Gasoline
Engines/Transmissions
2. For automatic transmissions only, perform a
transmission fluid pressure test and a transmission
cooler flush and record the code.
Bulletin No.: 02-07-30-029Z
May, 2016
3. Document the Condition and Cause including any
diagnostic trouble codes (DTCs), symptoms, Scan
Tool Snapshots and any other useful information
observed and recorded by the technician. The
technician must have detailed information required
for proper root cause analysis and product
concerns correction. This information is very
valuable in ensuring that the replacement
assemblies and current production parts help to
continually improve GM products.
4. Record the serial number of the failed assembly.
5. Complete the: Cost Comparison Worksheet for
Assembly Repair vs Replacement form for the
appropriate assembly category.
6. Complete the: Repair Estimate: Replacement
Component Assembly Estimate: section of the
form. Accurate repair vs replacement cost
estimates (include the markups) are ESSENTIAL
in order to eliminate a second call to the PQC.
7. Have the Job Card number, VIN and the Service
Agent BAC code ready when calling the PQC
along with a detailed Customer Concern.
8. When the engine cannot be repaired, the PQC
requires that .jpg files (pictures) be emailed to the
PQC showing why the engine cannot be repaired
due to extensive cylinder block damage. Also,
when requesting an assembly replacement to
correct a noise condition, Service Personnel
should be prepared to provide a 30 second Sound
file documenting the engine noise.
Page 3
We are requesting that all Service Technicians use this
opportunity to help GM Engineering understand how
and why a given component has failed. For Engineering
Personnel this is an opportunity to have direct and
thorough feedback from the technician and thus
improve the reliability and durability of both OEM and
Genuine GM Parts assemblies.
Dealers can visit GlobalConnect and access the
NEW web-based email form versions for the
following assembly categories:
• NEW – (email form version) [GAS ENGINE
AUTHORIZATION] Cost Comparison Worksheet
for Assembly Repair vs Replacement
• NEW – (email form version) [DIESEL ENGINE
AUTHORIZATION] Cost Comparison Worksheet
for Assembly Repair vs Replacement
Notice: Use this form for Automatic and Manual
Transmissions and for Transfer cases.
• NEW – (email form version) [AUTOMATIC
TRANSMISSION AUTHORIZATION] Cost
Comparison Worksheet for Assembly Repair vs
Replacement
Page 4
May, 2016
Bulletin No.: 02-07-30-029Z
Cost Comparison Worksheet for Assembly Repair
vs Replacement — Access/Download Form on
GlobalConnect
4499399
The graphic shown is a typical view in GlobalConnect
of the Engine/Propulsion section with the Bulletin
Numbers and their associated forms.
To access/download the forms perform the following:
In the United States, Go to > GlobalConnect >
Departments > Service > Service Forms > Engine/
Propulsion System > Bulletin 02-07-30-029 > Cost
Comparison Worksheet for Assembly Repair vs
Replacement or > Transmission/Transaxle > Bulletin
02-07-30-029 > Cost Comparison Worksheet for
Assembly Repair vs Replacement
In Canada, Go to > GlobalConnect > Service
Department > Quick Links > Service Forms
The Cost Comparison Worksheet (Microsoft Excel
files) for Assembly Repair vs Replacement includes
the following five assembly categories in English or
French:
• Gas Engine Form
• Diesel Engine Form
• Automatic Transmission Form
• Manual Transmission Form
• Transfer Case PTU Form
Each assembly category form has an integrated Repair
Estimate: Replacement Component Assembly
Estimate: worksheet that must be completed.
Contacting/Calling PQC
Notice: Call the PQC at 1-866-654-7654 PRIOR to
replacing the assembly.
• If the assembly replacement is not agreed to, then
proceed with repair of the assembly. If agreement
on repairs cannot be reached, contact the DMA, in
Canada the DM-CCSP for a final review of
the case.
• If the engine, transmission or transfer case
assembly replacement is agreed to based on
information provided by the Dealer Service
Personnel, then proceed with the replacement. Be
sure to include the PQC case number and to
record the serial numbers of both the failed
component being removed and the replacement
component being installed. Further calls to the
PQC are not necessary and the Transaction
can be submitted when ready.
Once a determination to repair or replace has been
made, further calls to the PQC are not necessary.
The Transaction can be submitted when ready. Service
Agents should not contact PQC to create a
Pre-Authorization, as this is no longer part of the PQC
Process. For details on how to submit Transactions,
see the section titled: Global Warranty Management
Transaction Submission — Record Retention —
Assembly Return, in this Bulletin.
Bulletin No.: 02-07-30-029Z
May, 2016
Page 5
Emailing PQC the Gas Engine Authorization Email
Form, Diesel Engine Authorization Email Form and
Automatic Transmission Authorization Email Form
with an Integral Cost Comparison Worksheet for
Assembly Repair vs Replacement
Dealers that are currently required to contact the PQC
by calling them by phone prior to replacing an
assembly, now have the ability to email the completed
Gas Engine Authorization Email Form, Diesel Engine
Authorization Email Form and Automatic Transmission
Authorization Email Form with an integral Cost
Comparison Worksheet for Assembly Repair vs
Replacement (Microsoft Excel files or the web-based
.html files) to the PQC at the following email address:
[email protected]
Submit to PQC Instructions (Emailing Instructions
for web-based .html files)
4502667
Typical view of the emailing instructions contained
within the web-based .html files.
Engine Replacement Concerns —Emailing .jpg and
Sound Files to the PQC
When the engine cannot be repaired, the PQC
requires that .jpg files (pictures) be emailed to the
PQC showing why the engine cannot be repaired
due to extensive cylinder block damage. Also,
when requesting an assembly replacement to
correct a noise condition, Service Personnel should
be prepared to provide a 30 second Sound file
documenting the engine noise.
The following are some examples of extensive cylinder
block damage:
• Cylinder block and cylinder wall damage such as,
holes, cracks, large areas of cross hatch missing
and deep grooves or scoring that can be felt with
the fingernail.
• Crankshaft damage which led to the cylinder block
damage.
Page 6
May, 2016
Global Warranty Management
Transaction Submission — Record
Retention — Assembly Return
Submitting Engine, Transmission or Transfer Case
Transactions into Global Warranty Management
Service Agents must complete all of the following
Steps 1-6, in order to submit engine, transmission and/
or transfer case Transactions into GWM:
1. Scan the completed Job Card and attach it to
the Transaction in GWM.
Notice: The Warranty Support Center requires that
this action is performed on every Transaction
2. Scan the completed Repair Estimate:
Replacement Component Assembly Estimate:
worksheet of the Cost Comparison Worksheet
for Assembly Repair vs Replacement and
attach it to the Transaction in GWM.
3. When applicable insert the transmission flush code
in the labor operation dependency field.
4. Enter the serial number of the new assembly into
the: “Serial Number” field which will appear in
the: “Parts Section” of the Transaction.
5. Enter the serial number of the failed assembly into
the: “Comment” field.
6. Route for GM authorization (H route) all engine,
transmission or transfer case replacement
Transactions.
Known Product Issues and DMA, DM-CCSP or
Brand Quality Manager Authorizations
A situation may arise when a Service Agent contacts
the PQC and is subsequently transferred to the
Technical Assistance Center (TAC) and then advised
that the condition being reported by the Service Agent
is a known product issue.
Also, there are instances when the DMA, in Canada the
DM-CCSP or the BQM may have authorized the
replacement of the major assembly. In these situations,
the Service Agent may be advised that a replacement
assembly is the only way to resolve the issue.
⇒ If this occurs, the dealer should document the
Replacement Component Assembly Estimate
section of the Cost Comparison Worksheet for
Assembly Repair vs Replacement in the
following manner:
1. Complete all of the basic information at the top of
the worksheet, including the Customer Concern:
_______ field.
2. Then, proceed to the: TAC case number: _______
field and enter the TAC Case Number.
Notice: In the case of DMA/DM-CCSP or BQM
authorization, complete this step.
Bulletin No.: 02-07-30-029Z
3. In the case of DMA/DM-CCSP or BQM
authorization, enter the name of the GM
Representative and accompanying text stating the
nature of the authorization in the white section text
box of the: Repair Estimate:
4. Provide a detailed description of the
recommendation that the Service Agent received
from TAC in the: TAC Recommendation: ____ field.
5. Proceed to page 2 and only complete the:
Replacement Component Assembly Estimate
section. Enter the entire cost to replace the
assembly in this section.
6. Attach a scanned version of the Cost Comparison
Worksheet for Assembly Repair vs Replacement
form to the Transaction.
Record Retention
All Service Agents are required to retain the completed
Cost Comparison Worksheet for Assembly Repair vs
Replacement. Attach the worksheet to the Job Card.
On the Job Card, document the serial number of both
the failed assembly being removed and the
replacement assembly being installed and transmission
flush code as applicable.
If applicable, attach the completed Calibration
Verification Number (CVN) as applicable to the Job
Card and place it in the Service Agent vehicle service
history file.
Returning an Assembly to the Warranty Parts
Center
Service Agents may be requested to return the
assembly to the Warranty Parts Center for inspection.
Failure to perform the following procedures may result
in a debit for the repair.
When returning an assembly the following must be
attached to the return shipping container as indicated
by the instructions supplied with the new assembly:
1. A legible copy of the Job Card containing the serial
number of BOTH the failed assembly being
returned and the replacement assembly being
installed.
2. Document the transmission flush code (as
applicable).
3. A completed Calibration Verification Number (as
applicable).
4. A completed Cost Comparison Worksheet for
Assembly Repair vs Replacement.
• All fluids must be drained and proper packaging
procedures observed and followed.
• If an engine assembly is being returned, the oil
filter must be drained of oil, properly packaged
and secured in a plastic bag and attached to the
engine assembly.
Duramax® is a Registered Trademark of General
Motors LLC (United States)
Duramax™ is a Trademark of General Motors LLC
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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