02-07-30-029X

Bulletin No.: 02-07-30-029X
Date: Mar-2015
Subject:
Product Quality Center (PQC) Assembly Replacement Process – For Dealers Required to Contact PQC
Prior to Replacing an Assembly (U.S. and Canada Only)
Models:
2008-2015 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
This Bulletin has been revised to add new information to the following subsections titled: Before Calling PQC, Cost
Comparison Worksheet for Assembly Repair vs Replacement — Access/Download Form on GlobalConnect, Submitting
Engine, Transmission or Transfer Case Transactions into Global Warranty Management and adding a new subsection titled:
Known Product Issues and DMA, DM-CCSP or Brand Quality Manager Authorizations. Also the GlobalConnect Service Form
graphic has been updated by removing the Bulletin version letter. Please discard Corporate Bulletin Number 02-07-30-029W.
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 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.
Table of Contents
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–
–
Determining Whether to Call PQC
–
Part Restriction and Exchange Program
–
Customer Satisfaction
–
Service Agents Working With PCC (U.S. Only)
PQC Process
–
Before Calling PQC
–
Cost Comparison Worksheet for Assembly Repair vs Replacement — Access/Download Form on GlobalConnect
–
Calling 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 Call PQC
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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 — RPO LGH or LML.
•
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.
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
Before Calling PQC
If diagnosis performed by the service department personnel indicates a need for an engine, transmission or transfer case assembly replacement, Service
Agents required to call 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 cooler flush and record the code.
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
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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.
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.
Cost Comparison Worksheet for Assembly Repair vs Replacement — Access/Download Form on GlobalConnect
To access/download the form:
In the United States, Go to > GlobalConnect > Service Forms > Engine/Propulsion System > or Transmission/Transaxle > Bulletin 02-07-30-029 > Cost
Comparison Worksheet for Assembly Repair vs Replacement
In Canada, Go to > GlobalConnect > Library > Service > Warranty Administration > Warranty Administration Home Page > Column Labeled Warranty
Administration > Forms > Cost Comparison Worksheet for Assembly Repair vs Replacement
The Cost Comparison Worksheet for Assembly Repair vs Replacement includes the following assembly categories:
•
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.
Calling PQC
Call the PQC at 1-866-654-7654 PRIOR to replacing the assembly.
•
If the assembly replacement IS NOT authorized 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.
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•
If the engine, transmission or transfer case assembly replacement IS authorized 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 "Transaction Submission and Assembly Returns" below.
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.
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).
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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.
•
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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