01-00-89-010L

File in Section:
Bulletin No.:
Service Bulletin
Date:
00 - General Information
01-00-89-010L
September, 2016
INFORMATION
Subject:
Comeback Prevention Information and Using Customer Concern Verification
Sheets (CCVS)
Models:
2017 and Prior GM Passenger Cars and Trucks
Attention: Only GM Authorized callers such as GM Dealership Service Department Personnel and
GM Approved Service Facilities are allowed to contact the GM Technical Assistance
Center (TAC). DO NOT direct any GM vehicle owners, aftermarket or independent
service facilities to contact TAC.
This Bulletin has been revised to add the 2016 and 2017 Model Years including updating
information under Location of Comeback Prevention Flowchart and All Other Forms and
Best Practices Service Strategy. Please discard Corporate Bulletin Number 01-00-89-010K.
Bulletin Purpose
Comeback Prevention
The purpose of this bulletin is to provide a single point
reference and strategy document to aid in reducing
customer comebacks, and the possibility of buyback
situations. Outlined in the information below, are
specific guidelines, strategy and forms that will assist
with this goal, by identifying, clarifying and
documenting customer concerns accurately at each
service visit.
Comebacks hurt the image of the dealership service
department and the image of the GM vehicle brand. GM
understands that due to ever increasing vehicle
complexity, this is a challenge. The service department
should focus on the following critical areas in order to
reduce comebacks:
• The communication between the customer,
service advisor, service manager and technician.
• Accurate and complete information on the repair
order (R.O.).
• Always using the Comeback Prevention Flow
Chart.
• When a customer has a complicated, difficult or
intermittent condition or concern, use the
appropriate customer concern verification sheet
(CCVS) on the first service visit. Always use the
CCVS on second and third repair attempts for the
same condition or concern.
Select the appropriate CCVS from the following
four categories:
– Automatic Transmission Driveability.
– Brakes / Steering / Suspension / Tires / Wheels.
– Engine Driveability.
– Electrical / Accessory.
• Use the Comeback Log if the customer's vehicle
has returned for the same condition.
• Service management must review the Comeback
Log weekly to identify any trends and to develop
and implement the necessary corrective action
plans.
Location of Comeback Prevention
Flowchart and All Other Forms
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•
The condensed version of the Comeback
Prevention Flowchart, the four categories of the
Customer Concern Verification Sheets (CCVS),
Comeback Log, Technical Assistance Information
Form (TAIF), Strategy Based Diagnosis and the
TAC Case Call Log Sheet are available at the end
of this bulletin and also on Global Connect under
Service Forms.
In Canada, Service Forms can be found in
GlobalConnect on the Service department page,
located under Quick Links.
In the U.S. the TAC Case Closing Form is only
available on GlobalConnect and must be
completed and submitted electronically.
Dealers in Canada must use GlobalConnect >
Service department > TAC Active Cases to review
active cases and to close the case electronically.
Copyright 2016 General Motors LLC. All Rights Reserved.
Page 2
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September, 2016
Technician training should be as up to date as
possible.
Institute a quality control program that includes
service management vehicle inspections, road
tests and verification of the repair.
Contact the GM Technical Assistance Center
(TAC) when necessary. Be prepared with the
necessary and completed documentation before
calling.
Update the TAC Call Log Sheet after each call.
Using the Comeback Prevention
Flowchart
Always use the following Comeback Prevention
Flowchart to help standardize work within the
dealership as well as provide direction and appropriate
use of research and diagnostic aids including TAC.
First Repair Attempt — Actions to Perform
1. Document all procedures and repairs on the R.O.
2. Understand and verify the vehicle condition and
the customer concern on the R.O. Road test the
vehicle with the customer as needed.
⇒ If the road test demonstrates that the vehicle is
not operating per: specifications, Go to Step 3.
⇒ If the road test demonstrates that the vehicle is
operating per: specifications, then road test a
like vehicle to verify that the condition and
customer concern regarding the condition are
normal.
⇒ If the customer is dissatisfied due to a concern
about a normal operating characteristic, create
a Field Product Report (FPR) refer to the latest
version of Corporate Bulletin Number
02-00-89-002, in Canada a Product Information
Report (PIR), refer to the latest version of
Corporate Bulletin Number 10-00-89-006.
3. For any complicated, difficult or intermittent
condition or concern, completely and accurately fill
out the appropriate CCVS.
4. In GlobalConnect/Investigate Vehicle History
(IVH), review the service history of the vehicle.
⇒ If the vehicle has been serviced at least once
previously for the same or similar condition or
complaint, document the type of repair, number
of repair attempts and the number of days the
vehicle was out of service. Go to: Second
Repair Attempt — Actions to Perform.
5. In GlobalConnect check for field actions and
recalls.
6. Dispatch to a qualified technician.
7. Search SI for applicable bulletins and preliminary
information (PI).
8. Use Strategy Based Diagnosis and road test the
vehicle as needed.
9. Perform the repair as needed.
10. Verify that the customer is completely satisfied with
the repair.
11. Deliver the vehicle.
Bulletin No.: 01-00-89-010L
Second Repair Attempt — Actions to Perform
1. Notify the service manager of a repeat repair
visit.
2. Document all procedures and repairs on the R.O.
3. If available, review the original CCVS for the
condition. Completely and accurately fill out the
appropriate CCVS for this visit.
4. Understand and verify the vehicle condition and
the customer concern on the R.O. Road test the
vehicle with the customer as needed.
5. In GlobalConnect/Investigate Vehicle History
(IVH), review the service history of the vehicle.
6. In GlobalConnect check for field actions and
recalls.
7. Enter the information in the Comeback Log.
8. Dispatch to a qualified technician and review the
CCVS and the R.O.
9. Search SI for applicable bulletins and preliminary
information (PI).
10. Use Strategy Based Diagnosis and road test the
vehicle as needed.
11. If additional diagnostic information is needed, call
TAC with the above documentation and a
completed Technical Assistance Information
Form (TAIF).
12. Update the TAC Call Log Sheet after each call.
13. Follow up with TAC until the vehicle is repaired,
including the results of the previous diagnostic
recommendations made by TAC.
14. Perform an inspection and quality control road test
as needed prior to delivery of the vehicle to the
customer.
15. Verify that the customer is completely satisfied with
the repair.
16. Deliver the vehicle.
17. Close the TAC case on GlobalConnect with as
much detailed repair information as possible.
Third Repair Attempt — Actions to Perform
1. Notify the Service Manager of a repeat repair
visit.
2. Notify the District Manager Aftersales (DMA)
and in Canada the District Manager Customer
Care and Service Process (DM-CCSP).
3. Document all procedures and repairs on the R.O.
4. Completely and accurately fill out the
appropriate CCVS.
5. Understand and verify the vehicle condition and
the customer concern on the R.O. Road test the
vehicle with the customer as needed.
6. In GlobalConnect/Investigate Vehicle History
(IVH), review the service history of the vehicle.
7. In GlobalConnect check for field actions and
recalls.
8. Enter the information in the Comeback Log.
Bulletin No.: 01-00-89-010L
September, 2016
9. Dispatch to a qualified technician and review the
CCVS and the R.O.
10. Search SI for applicable bulletins and preliminary
information (PI).
11. Use Strategy Based Diagnosis and road test the
vehicle as needed.
12. If additional diagnostic information is needed, call
TAC with the above documentation and a
completed Technical Assistance Information
Form (TAIF).
13. Update the TAC Call Log Sheet after each call.
14. Follow up with TAC until the vehicle is repaired,
including the results of the previous diagnostic
recommendations made by TAC.
15. Perform an inspection and quality control road test
as needed prior to delivery of the vehicle to the
customer.
16. Verify that the customer is completely satisfied with
the repair.
17. Deliver the vehicle.
18. Close the TAC case on GlobalConnect with as
much detailed repair information as possible.
Comeback Log
•
When writing the R.O. the service advisor should
always ask the customer: "Have you had repairs
on any of these conditions or concerns before,
even if the vehicle was taken to a different
dealership?"
⇒ If the answer is yes, service management must
become involved and the R.O. needs to be
flagged as: High Attention.
• Ensure the necessary information is entered in the
Comeback Log.
• Service management must review the Comeback
Log weekly to identify any trends and to develop
and implement the necessary corrective action
plans.
Information for Using Customer
Concern Verification Sheets
One of the most challenging aspects of our business is
to communicate the concern from the customer to the
technician. The more clearly the technician
understands the concern and its symptoms, the more
likely the problem will be fixed right the first time.
GM Customer Care and Aftersales (CCA) is releasing
revised Customer Concern Verification Sheets (CCVS),
in this bulletin and also on the GM GlobalConnect
website. If you cannot access the Service Forms,
contact your Partner Security Coordinator (PSC).
The following are a few of the benefits gained from
using the CCVS:
• Reduces instances of customer concern not
duplicated (CCND). For more information on
CCND, refer to the latest version of Corporate
Bulletin Number 06-00-89-026.
• Increased customer involvement.
• Customer perception that the service personnel
really listen and understand.
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•
Reduces contacting customers for additional
information.
• Improves night drop box information.
• Ensures all the correct questions are asked when
the repair order (R.O.) is created.
The information below contains ideas and thought
starters that may be helpful in using the CCVS.
• The service advisor should complete the CCVS
whenever the following occurs:
– On the first service visit, if the condition or
concern is complicated, difficult or intermittent.
– On any subsequent visits for the same condition
or concern.
• Make sure to attach the CCVS to the paperwork
that goes to the technician.
• Service management should review a copy of all
CCVS and the accompanying R.O. on all service
department comebacks.
• Hold a complete service department personnel
meeting to get employee buy-in and their ideas on
how to make the CCVS effective.
• Provide a copy of the CCVS, along with the
customer copy of the R.O. to all departing service
customers.
Best Practices Service Strategy
The Best Practices Service Strategy is a brief outline of
the most important elements to incorporate into the
service department comeback prevention strategy.
Customer Concern Verification Sheets
The service advisor should complete the CCVS
whenever the following occurs:
1. On the first service visit, if the condition or concern
is complicated, difficult or intermittent.
2. On any subsequent visits for the same condition or
concern.
Customer Dissatisfaction Due to a Normal
Operating Characteristic
Compare the customer vehicle to a similar vehicle. If
the customer is dissatisfied with the normal operating
characteristic of the vehicle perform the following:
⇒ U.S. dealers should create a Field Product Report
(FPR). Refer to the latest version of Corporate
Bulletin Number 02-00-89-002: Information for
Dealers on How to Submit a Field Product Report
(FPR) (U.S. Dealers Only).
⇒ Canadian dealers should create a Product
Information Report (PIR). Refer to the latest version
of Corporate Bulletin Number 10-00-89-006:
Information for Dealers on How to Submit a Product
Information Report (PIR) (Canada Only).
Comeback Prevention Flowchart
Always refer to the comeback prevention flowchart for
the proper detailed service strategy before performing
any repairs.
Page 4
September, 2016
Comeback Log
If the vehicle is being serviced for the same customer
concern, enter the information in the comeback log.
1. Use GlobalConnect/IVH to verify the number of
repair attempts for a similar complaint and the
number of days the vehicle was out of service.
Notify the service manager of a second repair
attempt.
2. Notify the service manager of a third repair attempt
and the District Manager Aftersales (DMA) and in
Canada: The District Manager Customer Care and
Service Process (DM-CCSP).
3. The service department management must review
the comeback log weekly to identify any trends and
to develop and implement the necessary corrective
action plans.
Strategy Based Diagnosis
The goal of Strategy Based Diagnosis is to provide
guidance when you create a plan of action for each
specific diagnostic situation. By following a similar plan
for each diagnostic situation, you will achieve maximum
efficiency when diagnosing and repairing vehicles.
Technical Assistance Center
General Motors Technical Assistance Center (TAC) no
longer has model year limits on service support. ALL
GM vehicle model years are now service supported.
1. Use the Comeback Prevention Flowchart to
understand WHEN to contact TAC.
2. Before calling TAC, be prepared with accurate and
completed information such as but not limited to:
the R.O., the CCVS, the SI Document ID number,
the technical assistance information form (TAIF).
3. Update the TAC Case Call Log before and after
each call.
4. Follow up with TAC until the vehicle is repaired,
including the results of previous diagnostic
recommendations made by TAC.
5. Close the TAC case using GlobalConnect. Ensure
that the closing information is as accurate and
complete as possible.
6. Complete the TAC quality survey.
Technical Assistance Information Form (TAIF)
Answer the questions in the form, PRIOR to contacting
TAC. Preparing for your call in advance will allow TAC
personnel to reduce your call time and provide quality
recommendations. After contacting TAC, complete the
remaining three sections of the form.
TAC Case Call Log Sheet
Update the TAC Case Call Log before and after
each call.
Technical Assistance Center Phone Prompts
The TAC phone prompt chart is available on
GlobalConnect under Service Forms.
For Canadian dealers, Service Forms can be found in
GlobalConnect on the Service department page,
located under Quick Links. The TAC phone prompt
chart is found under bulletin number 01-00-89-010.
Bulletin No.: 01-00-89-010L
Parts Application Issues — Parts Catalog Issues —
Parts Delay — Customer Special Order (CSO) —
Service Parts Assistance Center (SPAC) Case
1. When parts are delayed or other ordering issues
occur, the service department MUST perform the
following actions:
1.1. ENSURE that the parts manager has
requested a Customer Special Order (CSO).
1.2. ENSURE that the parts manager has
upgraded to a Service Parts Assistance
Center (SPAC) case as quickly as possible.
2. For parts catalog, parts concerns or parts
application issues, utilize the parts department and
when those efforts have been exhausted follow the
applicable parts support channels offered by GM to
resolve the customer's concern as quickly as
possible.
Strategy Based Diagnosis
The goal of Strategy Based Diagnosis is to provide
guidance when creating a plan of action for each
specific diagnostic situation. By following a similar plan
for each diagnostic situation, maximum efficiency will
be achieved when diagnosing and repairing vehicles.
Although each of the Strategy Based Diagnosis boxes
are numbered, it is not required that every box be
completed in order to successfully diagnose a customer
concern.
The first step of the diagnostic process should always
be: Understand and Verify the Customer's Concern.
The final step of the diagnostic process should always
be: Repair Verification.
1. Understand and Verify the Customer's Concern.
The first part of this step is to obtain as much
information as possible from the customer. Are
there aftermarket accessories on the vehicle?
When does the condition occur? Where does the
condition occur? How long does the condition last?
How often does the condition occur? In order to
verify the concern, the technician should be
familiar with the normal operation of the system
and refer to the owner or service manual for any
information that is needed.
2. Vehicle Operating as Designed: This condition
exists when the vehicle is found to operate
normally. The condition described by the customer
may be normal. Compare with another like vehicle
that is operating normally under the same
conditions described by the customer. Explain your
findings and the operation of the system to the
customer. If the customer is dissatisfied perform
the following:
⇒ U.S. dealers should create a Field Product
Report (FPR). Refer to the latest version of
Corporate Bulletin Number 02-00-89-002:
Information for Dealers on How to Submit a
Field Product Report (FPR) (U.S.
Dealers Only).
⇒ Canadian dealers should create a Product
Information Report (PIR). Refer to the latest
version of Corporate Bulletin Number
Bulletin No.: 01-00-89-010L
3.
4.
5.
6.
September, 2016
10-00-89-006: Information for Dealers on How
to Submit a Product Information Report (PIR)
(Canada Only).
Preliminary Checks: Conduct a thorough visual
inspection. Go to GlobalConnect/IVH and review
the service history of the vehicle. Detect unusual
sounds or odors. Record the diagnostic trouble
code (DTC) information in order to achieve an
effective repair.
Perform the Diagnostic System Check- Vehicle.
This will verify the proper operation of the system.
This will also lead the technician in an organized
approach and identify what category of diagnostic
to perform.
Check for related Bulletins, Recalls and
Preliminary Information (PI).
Review the following diagnostic categories:
6.1. Current DTC: Follow the designated DTC
diagnostic in order to make an effective
repair. Refer to Diagnostic Trouble Code
(DTC) List - Vehicle.
6.2. Symptom - No DTC: Select the appropriate
symptom diagnostic. Follow the diagnostic
steps or suggestions in order to complete the
repair. Refer to Symptoms - Vehicle.
6.3. No published diagnostics: Analyze the
concern. Develop a plan for the diagnostics.
The service manual schematics will display
system power, ground, input, and output
circuits. You can also identify splices and
other areas where multiple circuits are tied
together. Look at component locations to see
if components, connectors or harnesses may
be exposed to extreme temperature,
moisture, or corrosives such as road salt,
Page 5
battery acid, oil or other fluids. Utilize the
system description and operation and system
circuit description.
6.4. Intermittent/History DTC: An intermittent
condition is one that does not occur
continuously, may be difficult to duplicate, and
will only occur when certain conditions are
met. Generally, an intermittent is caused by
faulty electrical connections and wiring,
malfunctioning components, electromagnetic
interference (EMI), driving conditions, or
aftermarket equipment. The following
approaches and tools may prove to be
beneficial in locating and repairing an
intermittent condition or a History DTC.
6.4.1. Combining the technicians
knowledge and skill with the available
service information.
6.4.2. Evaluate the symptoms and
conditions described by the customer
on the Customer Concern Verification
Sheets.
6.4.3. Follow the procedures in Testing for
Intermittent Conditions and Poor
Connections.
6.4.4. Use the available scan tool, digital
multi-meter, or J-42598 with data
capturing capabilities.
7. Isolate the root cause then repair and verify the
correction using the Repair Verification. Verifying
that the DTC or symptom has been corrected may
involve road testing the vehicle.
8. Re-examine the Concern: If a technician cannot
successfully find or isolate the concern, a
re-evaluation is necessary. Re-verify the concern.
The concern could be an intermittent or normal
condition.
Page 6
September, 2016
Bulletin No.: 01-00-89-010L
Navigating to the GlobalConnect TAC Case Closing Form (U.S. Website View
Shown)
2687937
1. Go To: GlobalConnect.
2. Go To: Service Applications.
Notice: This typical website view has service
shortcuts set up.
3. Select: Technical Assistance Center (TAC) Case
Closing Form.
Bulletin No.: 01-00-89-010L
September, 2016
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Example of GlobalConnect TAC Case Closing Form (U.S. Form Shown)
2687889
1. The four required fields on the TAC Case Closing
Form are indicated by asterisks.
2. Type accurate and detailed case closing
information.
3. Select: Submit, when the form is completed.
Dealers in Canada must use GlobalConnect > Service
Workbench > TAC Active Cases to review active cases
and to close the case electronically.
Page 8
September, 2016
Bulletin No.: 01-00-89-010L
Condensed Version of the Comeback
Prevention Flowchart and All Other
Forms
Condensed Version of the Comeback
Prevention Flowchart
2701869
Bulletin No.: 01-00-89-010L
September, 2016
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Strategy Based Diagnosis Flowchart
1923269
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September, 2016
Bulletin No.: 01-00-89-010L
Comeback Log
Comeback Log
Date
Original
R.O. #
Date
Labor
Op Used
Original
Technician
ID #
Customer
Name
Problem
Description
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Cause of
Repeat Visit
New R.O. #
Date
Labor
Op Used
Repairing
Technician
ID #
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TAC Case Call Log Sheet
1819665
Bulletin No.: 01-00-89-010L
September, 2016
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Technical Assistance Information Form
Technical Assistance Information Form
Technical Assistance Information Form (TAIF)
Enter the Answers to All of the Following Questions Prior to Contacting TAC
Caller Name _______________
Business Associate Code (BAC) _______________
Repair Order (R.O.)
Number _______________
VIN _______________
Mileage
_______________
km
_______________
Enter the ID Information for All That Apply
Bulletin Number _______________
Diagnostic Information and Procedures Document ID Number _______________
Engineering Information Number _______________
Harness Routing View Document ID Number _______________
Preliminary Information (PI) Number _______________
Repair Instructions Document ID Number _______________
Service Information (SI) Document ID Number _______________
Wiring Schematic Document ID Number _______________
Other _______________
How many times has this vehicle been to your Service Department for the SAME condition or customer
concern _______________
How many days has this vehicle been in your Service Department for this condition or customer concern _______________
Go To: GlobalConnect, Investigate Vehicle History (IVH), and review the service history of the vehicle.
Enter the information here _______________
Enter the information here _______________
Enter the information here _______________
Does the vehicle have any GM aftermarket accessories _______________
Does the vehicle have any non-GM aftermarket accessories _______________
Has the vehicle been modified from production:
Yes __________
No __________
If yes, please describe _______________
Why did the customer bring their vehicle to your Service Department. Please describe _______________
What are the results of the Strategy Based Diagnosis. Enter the Information for All That Apply
Are any DTCs set _______________
How often does the condition occur _______________
Identify the diagnostics that were performed _______________
Identify the parts replaced _______________
Identify the Scan Tool software version number _______________
Was the vehicle compared to a similar vehicle _______________
When does the condition occur _______________
Technical Assistance Center
TAC Case Number _______________
TAC Consultant's Name _______________
Technical Assistance Center Recommended Actions
Suggested action #1 _______________
Suggested action #2 _______________
Suggested action #3 _______________
Technical Assistance Center (TAC) Case Closing Form Actions Required
1. Go To GlobalConnect > Service Applications > Technical Assistance Center (TAC) Case Closing Form. Dealers in
Canada must use GlobalConnect > Service Workbench > TAC Active Cases to review active cases and to close the
case electronically.
2. Complete the TAC Case Closing Form.
Page 12
September, 2016
Bulletin No.: 01-00-89-010L
Technical Assistance Information Form (cont'd)
Technical Assistance Information Form (TAIF)
3. Provide as Much Detail as Possible in the Repair Information Section.
4. Provide as Much Detail as Possible in the Additional Comments Section.
Customer Concern Verification Sheet —
Automatic Transmission Driveability
Customer Concern Verification Sheet — Automatic Transmission Driveability
Symptoms — Check All That Apply
Will Not Shift ____
Will Not Up Shift ____
Will Not Down
Shift ____
Slips____
Shifts Into Next Gear
Early ____
Shifts Into Next Gear
Late ____
Starts in the Wrong
Gear ____
Delayed Engagement
Into Both “D” and
“R” ____
Delayed Engagement
Into “D” ____
Delayed Engagement
Into “R” ____
Engine Starts in Other
Than “P” or “N” ____
Do Any Indicator Lights
Turn ON ____
Does the Transmission Make Noise — Identify All That Apply:
Whine____ Rattle ____ Groan ____ Clunk ____ Buzz ____ Slam
____ Other (Describe) ____________________
Operating Conditions — Check All That Apply
When Did the Concern Start ____
How Often Does it Occur ____
How Long Does it
Last ____
Driving Conditions — Check All That Apply
No Throttle ____
Light Throttle ____
Medium Throttle ____
Hard Throttle ____
Wide Open
Throttle ____
At Idle ____
Starting ____
Decelerating ____
When Shifting ____
Up Hill ____
Down Hill ____
During Braking ____
Highway ____
City ____
Towing ____
Stop and Go ____
Only With A/C
ON ____
Cruising Steady at ____ MPH Cruising Steady at
____ km/h
Cruising Between ____ MPH and ____ MPH
Cruising Between ____ km/h and ____ km/h
At What Engine Temperature Does it Occur — Check All That Apply
When the Engine Temperature is ____ °F When the Engine Temperature is ____ °C Any Temperature ____
Weather and Environment Conditions — Check All That Apply
Ambient Temperature:
Very Cold: Colder Than 0°F (−18°C) ____ Cold: 0°F to 32°F (−18°C to 0°C) ____ Cool: 32°F to 60°F (0°C to 16°C) ____
Warm: 60°F to 80°F (16°C to 27°C) ____ Hot: Hotter Than 80°F (27°C) ____
Any Environment ____
Dry ____
High Humidity ____
Raining ____
Wet Roads ____
Icy Conditions ____
Snowy Conditions ____
Below Sea Level ____
At Sea Level ____
At High Altitudes ____
What Type of Fuel is Used
Biodiesel ____
Brands
(Describe) ____
Diesel #1 ____
Brands
(Describe) ____
Ethanol E85 ____ What Blend / Alcohol % ____
Brands (Describe) ____
Diesel #2 ____
Brands
(Describe) ____
Regular Unleaded
____ Brands
(Describe) ____
Compressed Natural Gas (CNG) ____ Brands
(Describe) ____
Mid Range Unleaded
____ Brands
(Describe) ____
Premium Unleaded
____ Brands
(Describe) ____
When the Gear Selector is in What Range — Check All That Apply
Park / Neutral ____
Reverse ____
Overdrive ____ Tap
Shift ____
Manual Gear Selection:
D1 __ D2 __ D3__ D4 __ D5 __ D6 __ D7 __
Shifting From Gear to Gear — When Does it Occur
Between Shifts From ____ Gear to ____ Gear
Between Shifts From ____ Gear to ____ Gear
Between All Gear
Shifts ____
At What Shift Point Does it Occur — Check All That Apply
Between Shifts From ____ MPH to ____ MPH
Between Shifts From ____ km/h to ____ km/h
All Shift Points ____
Bulletin No.: 01-00-89-010L
September, 2016
Page 13
Customer Concern Verification Sheet — Automatic Transmission Driveability (cont'd)
Symptoms — Check All That Apply
This Section Is For Dealer Use Only:
VIN: ____________________
Miles (km): ____________________
Advisor #: ____________________
Technician #: ____________________
Customer Concern Verification Sheet —
Brakes / Steering / Suspension / Tires / Wheels
Customer Concern Verification Sheet — Brakes / Steering / Suspension / Tires / Wheels
System and Components — Check All That Apply
Antilock Brake System
(ABS) ____
Brakes ____
Park Brake ____
Electronic Suspension
Control ____
StabiliTrak®
System ____
Steering ____
Suspension ____
Tires ____
Tire Pressure Monitor
(TPM) ____
Traction Control
System (TCS) ____
Vehicle Electronic
Stability (VES)
System ____
Vehicle Stability
Enhancement System
(VSES) ____
Wheels ____
Wheel Alignment ____
Other (Describe) ____
Instrument Illumination, Messages and Audible Warnings — Check All That Apply
ABS Yellow Light is
ON ____
Brake Audible Warning
is Active ____
Brake System Red
Warning Light is
ON ____
Service Brakes Soon
Message is
Displayed ____
Service Brake System
Message is
Displayed ____
StabiliTrak® Light is
ON ____
StabiliTrak® OFF
Message is
Displayed ____
Service StabiliTrak®
Message is
Displayed ____
Service Suspension
System Message is
Displayed ____
Service Traction
Control Message is
Displayed ____
TRAC OFF Indicator is
ON ____
Tire Learning Active
Message is Displayed
Continuously ____
Tire Pressure Monitor
(TPM) Light is ON ____
Service Tire Monitor
System Message is
Displayed ____
Other (Describe) ____
Symptoms — Check All That Apply
Brake Noise:
Chirp_____ Grind_____ Squeak_____ Squeal_____ Other_____
Left Front ____ Right Front ____ Left Rear ____ Right Rear ____
Brake Pedal Exhibits:
Excessive Travel ____ Hard Pedal ____ Soft
Pedal ____
Brake Pulsation When Stopping:
Left Front ____ Right Front ____ Left Rear ____ Right Rear ____
Park Brake:
Does Not Hold Vehicle in Place ____ Will Not
Apply ____ Will Not Release ____
Vehicle Ride Quality:
Rides Hard ____
Rides Soft ____
Poor Steering Wheel
Return After
Cornering ____
Suspension Bottoms
Out ____
Shimmy / Vibration:
Left Front ____ Right Front ____ Left Rear ____ Right Rear ____
Floor ____ Seat ____ Steering Wheel ____
Vehicle Dog
Tracks ____
Vehicle Continues to
Steer in Direction of
Previous Turn ____
Vehicle Wanders to the
Left ____ Vehicle
Wanders to the
Right ____
Steering Wheel is Off
Center ____
High Steering Effort
Required ____
Suspension Noise:
Groan ____ Pop ____ Slam ____ Squeak ____ Rattle ____ Other (Describe) _________
Vehicle Sits Uneven:
Left Front ____ Right Front ____ Left Rear ____ Right Rear ____ Left
Side ____ Right Side ____
Tires Leak Air:
Left Front ____ Right Front ____ Left Rear
____ Right Rear ____ Spare ____
Tires Are Noisy:
Left Front ____ Right Front ____ Left Rear
____ Right Rear ____
Tires Have Uneven Wear:
Left Front ____ Right Front ____ Left Rear ____ Right Rear ____
Vehicle Pulls When Accelerating:
Pulls to the Left ____ Pulls to the Right ____
Vehicle Pulls When Stopping:
Pulls to the Left ____ Pulls to the Right ____ Pulls Side to Side ____
Vehicle Sustained
Road Debris Impact
Damage ____
Vehicle Leans or
Sways in Corners ____
Wheels:
Appearance ____ Bent ____ Damaged ____
Other
(Describe) _________
Page 14
September, 2016
Bulletin No.: 01-00-89-010L
Customer Concern Verification Sheet — Brakes / Steering / Suspension / Tires / Wheels
(cont'd)
System and Components — Check All That Apply
Weather and Environment Conditions — Check All That Apply
Any Environment ____
Cold Days ____
Dry Roads ____
Dusty
Environment ____
Icy Conditions ____
Salty
Environment ____
Snowy
Conditions ____
Wet Roads ____
Hot Days ____
Other (Describe) ____
Operating Conditions — Check All That Apply
When Did the Concern
Start ____
How Long Does it
Last ____
How Often Does it
Occur ____
This Section Is For Dealer Use Only:
VIN: ____________________
Miles (km): ____________________
Advisor #: ____________________
What Makes it Start
(Describe) ____
What Makes It Stop
(Describe) ____
Technician #: ____________________
Customer Concern Verification Sheet —
Engine Driveability
Customer Concern Verification Sheet — Engine Driveability
Symptoms — Check All That Apply
Backfire (Popping Noise):
From the Tail Pipe ____ From Under the
Hood ____
Does Not Crank ____
Cranks But Does Not
Start ____
Difficulty When Refueling the Vehicle ____ Fuel
Odor When Refueling the Vehicle ____
Cranks With a Hard Start ____ Cranks With a
Very Long Time to Start ____
Engine Continues to Run After Key is Turned
OFF:
All the Time ____ Sometime ____
Engine Noise:
Bang ____ Buzz ____ Chirping / Squeal ____ Clunk ____ Groan ____ Hammer ____ Ping / Detonation / Spark Knock
____ Rattle ____ Whine ____ Other (Describe) ______________
Engine Performance:
Buck ____ Chuggle ____ Hesitation ____ Jerk ____ Sag ____ Skip ____
Engine Speed
Fluctuates Without
Moving the
Accelerator ____
Stumble ____
Surge ____
Engine Stalls ____
Exhaust Smells Like
Sulphur (Rotten
Eggs) ____
Exhaust is Smoky ____
Fuel Economy:
Poor in City Driving ____ Poor in Highway Driving ____ What is the
Reported Fuel Economy ____
Idle is Rough ____
Idle Searches ____
Idle is Too Low ____
Idle is Too High ____
Misfire ____
Other (Describe) _____
Engine Runs Hot ____
Increased Engine
Coolant
Consumption ____
Increased Engine Oil
Consumption ____
Low Power ____
Illuminated Indicator Lights and/or Driver Information Center (DIC) Messages Displayed — Check All That Apply
Check Engine Light is
ON ____
Driver Information
Center (DIC) Messages
Are Displayed
(Describe) ____
Malfunction Indicator
Light is ON ____
Reduced Engine
Power Message is
Displayed ____
Service Engine Soon
Light is ON ____
Other Indicator Lights are Illuminated (Describe) ___________________
Operating Conditions — Check All That Apply
When Did the Concern Start ____
Does the Concern Go
Away ____
How Long Does it
Last ____
How Often Does it
Occur ____
Driving Conditions — Check All That Apply
Accelerating ___ At
the Beginning of the
Acceleration ____
Down Hill ____
Hill ____
Cruising Between ____ MPH and ____ MPH
Cruising Between ____ km/h and ____ km/h
Up
City ____
Driving:
Highway ____
Stop and Go ____
Cruising Steady at:
____ MPH ____
km/h
During Braking ____
Decelerating ____
During Idle ____
Bulletin No.: 01-00-89-010L
September, 2016
Page 15
Customer Concern Verification Sheet — Engine Driveability (cont'd)
Symptoms — Check All That Apply
During Shifts ____
Only With A/C ON ____
Only With Defrost
ON ____
No Throttle ____
Light Throttle ____
Medium Throttle ____
Hard Throttle ____
Wide Open
Throttle ____
Towing ____
Other (Describe) ____
At What Engine Temperature Does it Occur — Check All That Apply
When the Engine Temperature is ____ °F
When the Engine Temperature is ____ °C
Any Temperature ____
Weather and Environment Conditions — Check All That Apply
Ambient Temperature:
Very Cold: Colder Than 0°F (−18°C) ____ Cold: 0°F to 32°F (−18°C to 0°C) ____ Cool: 32°F to 60°F (0°C to 16°C) ____
Warm: 60°F to 80°F (16°C to 27°C) ____ Hot: Hotter Than 80°F (27°C) ____
Any Environment ____
At Sea Level ____
At High Altitudes ____
Below Sea Level ____
Dry ____
High Humidity ____
Icy Conditions ____
Raining ____
Snowy
Conditions ____
Wet Roads ____
What Type of Fuel is Used
Biodiesel ____
Brands
(Describe) ____
Diesel #1 ____
Brands (Describe) ____
Ethanol E85 ____ What Blend / Alcohol % ____
Brands (Describe) ____
Diesel #2 ____
Brands
(Describe) ____
Regular Unleaded
____ Brands
(Describe) ____
Compressed Natural Gas (CNG) ____
(Describe) ____
Mid Range Unleaded
____ Brands
(Describe) ____
Brands
Premium Unleaded
____ Brands
(Describe) ____
When the Gear Selector is in What Range — Check All That Apply
Park / Neutral ____
Reverse ____
Low ____
Intermediate ____
Drive ____
Overdrive ____
Manual Gear Selection:
D1 __ D2 __ D3__ D4 __ D5 __ D6 __ D7 __
At What Shift Point Does it Occur — Check All That Apply
All Shift Points ____
Between Shifts From ____ MPH to ____ MPH
Between Shifts From ____ km/h to ____ km/h
Does it Occur During Certain Gear Shifts — Check All That Apply
Park to Reverse ____
Park to Drive ____
Reverse to Drive ____
First to Second ____
Second to Third ____
This Section Is For Dealer Use Only:
VIN: ____________________
Miles (km): ____________________
Advisor #: ____________________
Third to Fourth ____
Overdrive ____
Other Gear
(Describe) _________
Technician #: ____________________
Customer Concern Verification Sheet —
Electrical / Accessory
Customer Concern Verification Sheet — Electrical / Accessory
Electrical System, Component or Accessory — Check All That Apply
Antenna:
Backglass ____ Fixed Mast ____ Front
Windshield ____ Multi-Band (Roof) ____
Passenger Side Rear Window ____
Auxiliary (AUX) USB
Port ____
Bluetooth® ____
CD Player ____
Heating, Ventilation
and Air Conditioning
(HVAC) ____ Rear
HVAC ____
Clock ____
DVD Player ____
Heads Up Display
(HUD) ____
Hard Disc Drive (HDD),
(Used to Store
Music) ____
Inside Mirror ____
Instrument Panel ____
iPhone® ____
iPod® ____
Keyless Entry
System ____
MP3 ____
Navigation System
____ Navigation Map
Disc ____
OnStar® ____
Personal Audio Link
(PAL) ____
Keyless Entry System
Key Fobs:
One ____ Both ____
Page 16
September, 2016
Bulletin No.: 01-00-89-010L
Customer Concern Verification Sheet — Electrical / Accessory (cont'd)
Electrical System, Component or Accessory — Check All That Apply
Radio ____
XM Radio® ____
Rear Seat Entertainment (RSE) System Remote
Controls:
One ____ Both ____
Wireless
Headphones ____
Universal Serial Bus
(USB) ____
Rear Seat Entertainment (RSE) System:
Audio ____ AUX Devices ____ AUX Input Jacks ____ Video ____
Video Screen(s) ____ Other ______________
Speakers ____
Warning Chimes ____
Wired Headphones
____ Wired
Headphone
Jacks ____
Other (Describe) ___________________
(Describe) ___________________
Other
Instrument Illumination — Check All That Apply
HVAC System:
Front ____
Rear ____
Inside Mirror ____
Instrument Panel ____
Radio ____
Rear Seat
Entertainment
System ____
Symptoms — Check All That Apply
Antenna:
Damaged ____
Missing ____
AUX Input Jacks
Unresponsive ____
CD Player:
CD Will Not Eject ____ CD Will Not Insert ____
Improper Function ____ Unresponsive ____
Auxiliary (AUX)
USB Port:
Unresponsive ____
Integral Multi Disc CD Changer:
CD Will Not Eject ____ CD Will Not Insert ____ Improper Function ____
Unresponsive ____ Other_______________
DVD Controls:
DVD Will Not Eject ____ DVD Will Not Insert ____ Improper Function
____ Unresponsive ____
Hard Disc Drive (HDD),
(Used to Store Music):
Improper Function
____
Unresponsive ____
Heads Up Display:
Improper Display ____ Inaccurate Display
____ Unresponsive ____
Rear HVAC Controls:
Improper Function
____
Unresponsive ____
Instrument Panel Controls:
Improper Function ____ Unresponsive ____
Other ______________
Improper Function ____
Bluetooth®:
Improper Function ____ Unresponsive ____
Voice Recognition Unresponsive ____
Keyless Entry:
Unresponsive ____ Insufficient Range ____
Function ____ Other ______________
DVD Displays Error Messages On the Rear Seat
Entertainment Video Screen ____
HVAC Controls:
Improper Function ____ Unresponsive ____
Voice Commands Unresponsive ____
iPod®:
Improper Function
____
Unresponsive ____
One or More Fobs Do Not
iPhone®:
Improper Function
____
Unresponsive ____
MP3:
Improper Function
____
Unresponsive ____
Navigation System:
Controls Improper Function ____ Controls Unresponsive ____ Inaccurate or Missing Information ____ Map Disc Will Not
Eject ____ Map Disc Will Not Insert ____ No Display ____ Voice Commands Unresponsive ____ Other ______________
OnStar®:
Dropped Calls ____ Improper Function ____ Mirror Controls Broken ____ Mirror Controls Unresponsive ____ OnStar®
Mirror Light Does Not Transition From Red to Green ____ Poor Reception ____ Turn by Turn Will Not Connect ____
Unresponsive ____ Voice Commands Unresponsive ____ Other ______________
Personal Audio Link
(PAL):
Improper Function
____
Unresponsive ____
Radio Controls:
Unresponsive ____
Improper Function
____ Voice
Commands
Unresponsive ____
Radio Data System (RDS):
FM Station Name or Call Letters Do Not Display ____ Inaccurate
Information ____ Unresponsive ____ Radio Displays Error
Messages ____
Radio Noise:
High Tension Wire Interference ____ Radio / TV Transmission Tower
Interference ____
Identify the Band Being Used When it Occurs:
AM ____ FM ____ XM Radio® ____
Radio Reception Quality:
Poor ____ Fades In and Out ____
Identify the Band Being Used When it Occurs:
AM ____ FM ____ XM Radio® ____
Radio Speaker Static:
Continuous ____ Only in Certain Areas ____
Bulletin No.: 01-00-89-010L
September, 2016
Page 17
Customer Concern Verification Sheet — Electrical / Accessory (cont'd)
Electrical System, Component or Accessory — Check All That Apply
Identify the Source Being Used When it Occurs:
AM ____ FM ____ XM Radio® ____ CD ____ DVD ____ AUX ____ USB ____ MP3 ____ iPod® ____ Bluetooth® /
OnStar® Call ____ Rear Seat Entertainment ____ Rear Seat Audio ____
Speakers:
No Sound ____ Poor Sound ____
All Speakers ____ Left Front ____ Right Front ____ Left Rear ____ Right Rear ____
Rear Seat Audio
(RSA):
Improper Function
____
Unresponsive ____
Rear Seat Entertainment (RSE) AUX Input
Device:
Unresponsive to Video Game Console ____
Unresponsive to Camera ____ Unresponsive to
Other Device ____
Rear Seat Entertainment Remote Control(s):
One or Both Controls Are Unresponsive ____ Some Functions Are
Unresponsive ____
Speed Compensated Speaker Volume:
Improper Function ____ Unresponsive ____
Wired Headphones:
Improper Function ____ Unresponsive ____
XM Radio® Improper Function ____
XM Radio® Unresponsive ____
Rear Seat Entertainment Controls:
Improper Function ____ Unresponsive ____
Rear Seat Entertainment Video Screen(s):
Improper Function ____ Unresponsive ____
Steering Wheel Controls:
Buttons Broken ____ Improper Function ____
Unresponsive ____
Warning Chimes:
Improper Function
____
Unresponsive ____
Wired Headphones Control Knob(s):
Unresponsive: Left ____ Right ____
Wired Headphone Jacks: Unresponsive ____
Wireless
Headphones:
Improper Function
____
Unresponsive ____
Blows Fuses
(Describe) ____
Other (Describe) ____
Operating Conditions — Check All That Apply
When Did the Concern Start ____
How Often Does it Occur ____
This Section Is For Dealer Use Only:
VIN: ____________________
Miles (km): ____________________
Advisor #: ____________________
“OnStar is a registered trademark of ONSTAR, LLC”
“Bluetooth is a registered trademark of Bluetooth
SIG, Inc.”
How Long Does it
Last ____
Technician #: ____________________
“iPhone is a registered trademark of Apple, Inc.”
“iPod is a registered trademark of Apple, Inc.”
“XM Radio is a registered trademark of SIRIUS XM
RADIO INC.”
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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