02-07-30-029U

Bulletin No.: 02-07-30-029U
Date: Jul-2013
Subject:
Product Quality Center (PQC) Assembly Replacement Process
Models:
2014 and Prior GM Cars and Light Duty Trucks
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 update the referenced labor operations. Bulletin content has also been revised to reflect
process changes. Please discard Corporate Bulletin Number 02-07-30-029T.
Service Agent Notification - Service Department Personnel Responsibility - Assembly Replacement
Authorization
Notice: Service Agents are not required to contact the PQC when REPAIRS are being made to the engine, transmission or transfer case
assembly.
Notice: All Service Agents are still required to contact the PQC for any current restrictions or exchanges. For more information, see the section
in this bulletin titled: Part Restriction and Exchange Programs.
Notice: Service Agents that are required to contact the PQC for engine, transmission and/or transfer case assembly replacement authorization,
will be notified by letter and by their Regional Representative.
Notice: This bulletin only applies to Service Agents who are required to contact PQC. Service Agents who are not required, may refer to the latest
version of bulletin 12-07-30-001 for assistance on their replacement process.
Contents:
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–
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Determining Whether to Call PQC
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Part Restrictions and Exchange Programs
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Customer Satisfaction
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Service Agents Working With PCC (U.S. Only)
PQC Process
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Before Calling PQC
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PQC Authorization Request Form
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Calling PQC
Transaction Submission and Assembly Returns
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Submitting Engine, Transmission or Transfer Case Transactions into Global Warranty Management (GWM)
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Record Retention
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Returning an Assembly to Warranty Parts Center (WPC)
Determining Whether to Call PQC
Service Agents can refer to Global Warranty Management (GWM) and select the: “Items Not Allowed” tab under: “Service Agent Profile” then scroll right
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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).
If Service Agents ARE required to contact the PQC, they 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 section below titled PQC Process. For more information on submitting transactions, see the section below
titled Transaction Submission and Assembly Returns.
Part Restrictions and Exchange Programs
All Service Agents are still required to contact PQC for the following components:
•
Current parts restriction on the 2011–2013 Allison transmission.
•
Current parts restriction on the 2012–2013 vehicles equipped with Duramax™ diesel engine with 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 restriction 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 the District Manager Aftersales (DMA), in Canada the District Manager Customer Care and Service Process (DM-CCSP).
For Service Agents required to contact the PQC, the service department personnel MUST be prepared to provide diagnostic information as well as a completed
repair/replacement estimate portion of the PQC Authorization Request Form. Service Agents required to contact the PQC, MUST advise the PQC when the
DMA, in Canada the DM-CCSP authorizes the replacement of an engine, transmission or transfer case assembly for Customer Enthusiasm purposes versus
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 PQC:
•
Complete the Calibration Verification Number process as outlined in the latest version of:
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Corporate Bulletin #08-06-04-006 for Duramax™ Diesel Engines
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Corporate Bulletin #09-06-04-026 for Gasoline Engines / Transmissions
•
For automatic transmissions only, perform a transmission cooler flush and record the code.
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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 our products.
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Record the serial number of the failed assembly.
•
Complete a PQC Authorization Request Form. For help in locating this form, see the section below titled PQC Authorization Request Form.
•
Complete the Repair Estimate and Replacement Component Assembly Estimate for the assembly category included in the PQC Authorization Request
Form. Accurate repair versus replacement cost estimates (include the markups) are ESSENTIAL in order to eliminate a second call to the PQC.
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•
Have the repair order number, VIN and your 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 better understand how and why a given component failed. For GM this is an
opportunity to have direct and thorough feedback from the technician to provide to Engineering and thus improve the reliability and durability of both OEM and
Genuine GM Parts assemblies.
PQC Authorization Request Form
The PQC Authorization Request Form includes the following assembly categories:
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Gas Engine Form
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Diesel Engine Form
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Automatic Transmission Form
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Manual Transmission Form
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Transfer Case PTU Form
Each assembly category form has an integrated Repair Estimate and Replacement Component Assembly Estimate section.
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To access this form in the United States, go to GlobalConnect > Service Workbench > Service Forms > Transmission/Transaxle > select and download
either of the two available forms.
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To access this form in Canada, go to GlobalConnect > Library > Service > Warranty Administration > Warranty Administration Home Page > Column
Labeled Warranty Administration > Forms > select and download either of the two available forms.
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.
•
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.
Transaction Submission and Assembly Returns
Submitting Engine, Transmission or Transfer Case Transactions into Global Warranty Management (GWM)
Notice: The PQC no longer creates electronic warranty pre-authorizations.
Service Agents notified by their regional representative that they are required to contact the PQC for assembly replacements should complete the following in
order to submit engine, transmission or transfer case transactions into GWM:
1.
Scan the completed repair order and attach it to the warranty transaction in GWM.
2.
Scan the completed repair/replacement estimate portion of the PQC Authorization Request Form and attach it to the warranty 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 warranty transactions.
Record Retention
All Service Agents are required to retain the completed repair/replacement estimate portion of the PQC Authorization Request Form. Attach the worksheet to
the repair order.
On the repair order, 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 repair order and place it in the Service Agent vehicle service
history file.
Returning an Assembly to the Warranty Parts Center (WPC)
Service Agents may be requested to return the assembly to the Warranty Parts Center (WPC) for inspection. Failure to perform the following procedures may
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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 repair order 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 repair/replacement estimate for the assembly category using the PQC Authorization Request Form.
•
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.
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.
WE SUPPORT VOLUNTARY TECHNICIAN CERTIFICATION
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