11-00-89-005J

File in Section:
Service Bulletin
00 - General Information
Bulletin No.:
11-00-89-005J
Date:
October, 2016
WARRANTY ADMINISTRATION
Subject:
Updated - Dealer Empowerment Labor Operations and Customer Enthusiasm
(U.S. Only)
Models:
2017 and Prior GM Passenger Cars and Trucks
Attention: This Service Bulletin does not apply to ‘GM of Canada’ dealers.
This Bulletin has been revised to add the 2017 Model year, update Goodwill Tools, Customer
Enthusiasm, and Policy Guidelines. Please discard Corporate Bulletin Number 11-00-89-005I.
The effective date of the requirements of this bulletin is
October 1, 2016.
For some time now we have been working together to
put the customer at the center of 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 you can confidently do what is
right to satisfy our mutual customers. And while this
effort has been largely successful, the reality is that this
strategic approach is not always consistent across
different dealerships and different markets. In addition,
several of you have requested that we provide
additional guidance to assist you in making effective
decisions, on behalf of the customer, while expending
resources in a cost effective manner.
Resource
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 chart 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.
Definition
Warranty
Vehicle repairs within the time and mileage limitations of the applicable warranty coverage that are a
result of a covered defect in materials or workmanship.
• Example: Window Regulator is replaced during the applicable New Vehicle Limited Warranty.
Customer
Enthusiasm
Vehicle repairs within the time and mileage limitations of the applicable warranty coverage that ARE
NOT the result of a covered defect in materials or workmanship.
• Example: Repair of a front air deflector due to customer not realizing how low it is.
Policy
Goodwill
Vehicle repairs outside of the applicable time and mileage limitations of the applicable warranty
coverage.
• Example: Wiper motor fails at 52,000 miles and GM pays for all or part of the repair cost.
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: Customer has had to return to the dealership for a repeat connectivity issue with
OnStar and based on this customer’s unique situation, the service manager deems it
appropriate to offer an extension to the customer’s OnStar subscription.
Copyright 2016 General Motors LLC. All Rights Reserved.
Page 2
October, 2016
Resource
Special Coverage
Bulletin No.: 11-00-89-005J
Definition
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 Special Coverage is
noted in IVH under the applicable warranty section and the vehicle exhibits the condition specified.
• Example: Extended coverage on the transmission shift cable for certain 3–5 wave plate vehicles.
Goodwill
Spontaneous Goodwill Maintenance (0600343)
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. Access to the
Goodwill tool request forms and guidelines are
available in the Dealer Aftersales Empowerment App of
the Service Department section on Global Connect.
Important: Please note that some tools are not
available in certain states or for use in a stop sale or
recall situation, contact your District Manager of
Aftersales for further direction).
• OnStar® – Plan Upgrade, Calling Minutes, past
Subscriber Activation, Customer Activation
Options.
• Maintenance Letter – Letter issued to the
customer for $100 towards a one- time service or
maintenance visit.
• Component Coverage Letter (CCL) – Letter
issued extending coverage of a designated
vehicle component for a specific time frame.
• Sirius XM Subscription – An All Access based
subscription.
• Data Plans - Complimentary data package of
specific size and time duration downloaded into a
customer's vehicle equipped with 4G LTE
functionality.
• Chevrolet, Buick, GMC, and Cadillac
Protection Plan – A service contract covering
various vehicle components & systems and
issued for various time and mileage intervals &
deductibles.
• Chevrolet, Buick, GMC and Cadillac Protection
Plan - Tire & Wheel Repair or replace wheels
and/or tires that are damaged due to road
hazards.
GM may add additional tools in the future, please
consult the Dealer Aftersales Empowerment application
in Global Connect for additional details.
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.
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
specified in the Service Policy and Procedures manual
Article 8.6.1.
Important: If a vehicle is included in a recall
situation, DMA pre-approval is required.
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.
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 $1000 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.
Important: These labor operations have specific
applications and any inappropriate use will result in
a debit. Refer to the Dealer Empowerment section
of the Service Policies and Procedures manual,
Article 8.6.1 for Compliance.
Customer Enthusiasm Repair-Non
Warranty
A Customer Enthusiasm Repair is a repair performed
with GM participation, within the warranty period, where
the product issue is NOT the result of a defect in
material or workmanship. This expense would normally
be customer responsibility and in this unique instance,
the dealer is requesting GM to assist in the repair cost
to ensure customer loyalty. The transaction must be
submitted using the published repair operation with the
“Customer Enthusiasm-Non Warranty Repair” indicator
selected.
Bulletin No.: 11-00-89-005J
October, 2016
Important: These type of repairs are not covered
by the New Vehicle Limited Warranty, a 50%
Customer Participation is recommended.
• Example: Customer’s vehicle has a cut in the rear
seat back at 8,000 miles. This is clearly not a
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 50% 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 full amount of
parts and labor input and the Customer
participation amount input into the Customer/
Service Agent Participation field. The Complaint,
Cause, and Correction fields must document the
situation including the substantive reasons for the
decision.
When not to use: Customer Enthusiasm must never
be used in situations where there was a warranty
defect that caused the customer’s concern, repeat
repairs resulting from a warrantable failure,
assembly replacements instead of repair for
customer satisfaction, etc.
• Example of inappropriate use: Customer’s vehicle
has no reverse at 2,000 miles. 3-5R clutch
housing damaged. Transmission replaced versus
repaired due to low mileage. Even though the cost
comparison shows it is more cost effective to
repair the unit, it is being replaced for customer
satisfaction.
Important: All examples in this Bulletin assume
certain facts. You should evaluate each customer’s
situation on a case-by-case basis. Customer
Enthusiasm is not to be used for divisional/brand
maintenance programs, reimbursements, accessories,
sales incentives, or anything non-repair issues.
Policy Guidelines
The 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 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.
Page 3
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.
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
• Loyal GM new vehicle customer and/or loyal
service customer
• Original owner
• 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:
• Purchased as a used vehicle (non-Certified)
• Well beyond vehicle or component’s warranty
expiration
• 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 4
October, 2016
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 is to be
Determined by the Following
•
•
•
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 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 requested.
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.
Online Policy Calculator
The online Policy Calculator can be accessed in the
Dealer Aftersales Empowerment App in the Service
Department section of Global Connect. If you do not
have the link, please contact your dealership’s Partner
Security Coordinator (PSC) to obtain access.
The Online 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
Bulletin No.: 11-00-89-005J
name, etc. If it is determined that it is, in fact, a used
vehicle, then use this information in your decision
making process as appropriate.
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.
Providing assistance on a vehicle that is beyond 6
years old and/or is beyond 150,000 miles should only
be considered under rare circumstances and requires
District Manager Aftersales Pre-Approval. As an
alternative for these and other circumstances where
repair assistance is inappropriate, consider using one
of the Goodwill tools that are described in this bulletin.
Important: Used vehicles (non-Certified) are a
Limiting Factor. If you determine GM Participation
is warranted, this will require District Manager
Aftersales Pre-Approval.
Important Notes
• As the majority of Policy repairs are isolated and
unique, the participation applies to each Policy
labor operation 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. The service manager must authorize
the policy adjustment prior to the claim being
submitted. This authorization must be in the form
of an explanation, signature/initials, time, and date
(reference GM Service Policies & Procedures
Manual, Article 3.2.13)
• 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.
Important: Failure to document the participation
amount in the Customer/Service Agent participation
field may result in a charge back for the applicable
amount.
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:
Bulletin No.: 11-00-89-005J
October, 2016
Page 5
Time and Mileage Table 1 (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 –
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
♦
Time and Mileage Table 2 (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
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
Powertrain Coverage (2007 Model Year +)
Beyond New Vehicle Limited Warranty Repairs in the
following repair groups:
Time and Mileage Table 3 (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
Page 6
October, 2016
Bulletin No.: 11-00-89-005J
Powertrain Coverage (2007-2012 MY)
Time and Mileage Table 4 (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
Miles out
of
Warranty
0
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
Powertrain Coverage (2013 MY +)
Time and Mileage Table 5 (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
Miles out of
Warranty
0
1 – 365
366 – 730
731+
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
Powertrain Coverage (2016 MY +)
Time and Mileage Table 6 (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+
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
8 Year / 80,000 Mile Federal Emission Coverage
Time and Mileage Table 7 (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
0
1+
In Warranty
Pre-Approval
Bulletin No.: 11-00-89-005J
October, 2016
Page 7
Time and Mileage Table 7 (Chevrolet, GMC, Pontiac, Saturn) (cont'd)
Customer/Dealer will pay greater of Participation $ amount or % of total repair as indicated in the applicable table
below.
Days out of Warranty
1 – 12,000
70% or $400
Pre-Approval
12,001 +
Pre-Approval
Pre-Approval
Time and Mileage Table 8 (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
0
Miles out of Warranty
1+
0
In Warranty
Pre-Approval
1 – 12,000
70% or $400
Pre-Approval
12,001 +
Pre-Approval
Pre-Approval
36 Month / 50,000 Mile Emission Coverage
Time and Mileage Table 9 (Cadillac, 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
Corrosion Coverage
Time and Mileage Table 10 (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
Miles out of
Warranty
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
Page 8
October, 2016
Bulletin No.: 11-00-89-005J
Time and Mileage Table 10 (Chevrolet, GMC, Pontiac, Saturn) (cont'd)
Customer/Dealer will pay greater of Participation $ amount or % of total repair as indicated in the applicable table
below.
Days out of Warranty
24,001 +
Pre-Approval
Pre-Approval
Pre-Approval
Pre-Approval
Time and Mileage Table 11 (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
Certified Pre-Owned Coverage
Time and Mileage Table 12 (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
Time and Mileage Table 13 (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
Bulletin No.: 11-00-89-005J
October, 2016
Page 9
Time and Mileage Table 14 (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
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
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
2.2.2 of the 2016 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 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.
Pre-Approval Process
When a policy repair requires pre-approval, the dealer
is required to contact their District Manager Aftersales
for approval utilizing the Pre-Approval request form that
is available in the Dealer Aftersales Empowerment App
in the Service Department section of Global Connect. If
you do not have the link, please contact your
dealership’s Partner Security Coordinator (PSC) to
obtain access. The complete Pre-Approval Process
can be found in the Service Policy and Procedures
Manual Article 3.2.13
Vehicles with Aftermarket Service
Contracts
If a vehicle has an active service contract, 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.
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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