16NA338

File in Section:
Bulletin No.:
Service Bulletin
Date:
16-NA-338
October, 2016
INFORMATION
Subject:
PQC Assembly Replacement Process – Dealers Required to Contact PQC Prior to
Replacing an Assembly
Models:
2010-2017 GM Passenger Cars and Light Duty Trucks (U.S. and Canada Only)
Equipped with CNG, LPG or Gasoline Engine, Duramax® Diesel Engine, Automatic or
Manual Transmission and/or Transfer Case, Including Front Wheel Drive and Rear
Wheel Drive Vehicles
Attention: The new PQC Required Dealer Cost Comparison Worksheets are found in
GlobalConnect > Departments > Service > Applications > Service Forms. The new
forms are a web based form to allow you to email the completed Cost Comparison
Worksheets to the PQC.
This Bulletin has been revised to update the information and the GlobalConnect Forms
graphic. Please discard Corporate Bulletin Number 02-07-30-029Z.
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.
Failure to do so will result in a debit for the full
cost of the repair.
• Service Agents that are currently required to
contact the PQC for engine, transmission and/
or transfer case assembly replacement
authorization, will be notified by a
GlobalConnect message and by their Regional
Representative.
• Anytime the Service Personnel from
Dealerships that are required to contact the
PQC have determined that an engine or
automatic transmission cannot be repaired and
because of that determination you are
requesting an assembly replacement, the PQC
requires that .jpg files (pictures) be emailed to
the PQC email address at: [email protected] (two
hours prior to contacting the PQC), showing
the Point of Failure and indicating why the
assembly cannot be repaired and the requested
Copyright 2016 General Motors LLC. All Rights Reserved.
•
assembly replacement is necessary. The only
exception to this requirement is if the assembly
is on a parts restriction or an exchange.
When a Service Technician is working on a
vehicle with an engine noise, the Technician
should attempt to capture that noise PRIOR to
disassembling the engine, on a 30 second
Sound File to provide to the PQC documenting
the engine noise.
Agreement from TAC or PQC (based on the
information provided by the Dealer Service
Personnel) with the Dealer’s assessment to
replace an assembly does not constitute final
determination that the Transaction meets all of
the requirements of the GM Policy and
Procedure Manual relating to claim submission
and payment. General Motors reserves the
right to audit the Transaction, consistent with
applicable law, to ensure compliance with the
applicable Policy and Procedure Manual.
Page 2
October, 2016
Table of Contents
•
•
•
Determining Whether to Contact PQC
– Part Restriction and Exchange Program
– Customer Satisfaction
– Service Agents Working With PCC (U.S. Only)
PQC Process
– PQC Inbound-Outbound Email Handling
– Cost Comparison Worksheet for Assembly
Repair vs Replacement — Access/Download
Forms on GlobalConnect
– Contacting/Calling PQC
– Emailing PQC the Gas/Diesel Engine
Authorization Email Form and Automatic
Transmission Authorization Email Form with an
integral Cost Comparison Worksheet for
Assembly Repair vs Replacement
– Submit to PQC Instructions (Emailing
Instructions for web-based .html files)
– Engine and Automatic Transmission
Replacement Concerns — Emailing .jpg
(pictures) Showing the Point of Failure and
Sound Files to the PQC at: [email protected]
Global Warranty Management Transaction
Submission — Record Retention — Assembly
Return
– Submitting Engine, Transmission or Transfer
Case Transactions into Global Warranty
Management (GWM)
– Known Product Issues and DMA, DM-CCSP or
Brand Quality Manager Authorizations
– Record Retention
– Returning an Assembly to the Warranty Parts
Center
Determining Whether to Contact PQC
Service Agents can refer to GWM and select the: “Items
Not Allowed” tab under: “Service Agent Profile” then
scroll right to view the date in order to determine if the
Service Agent is required to contact the PQC prior to
unit replacement involving the following Labor
Operations:
• 4067470 - Partial Engine Replacement
• 4067490 - Engine Replacement
• 4067510 - Engine Assembly Replacement
• 8464670 - Transmission Replacement
• 8441780 - Transmission Replacement
• 8421160 - Transfer Case Assembly Replacement
⇒ If Service Agents have any questions concerning
why they are required to call the PQC for assembly
replacement authorization they should contact their
District Manager Aftersales (DMA), in Canada the
District Manager-Customer Care and Service
Process (DM-CCSP).
Bulletin No.: 16-NA-338
⇒ Service Agents that are required to contact the
PQC, must do so PRIOR to any assembly
replacement and BEFORE submitting the above
labor operations in GWM.
For more information on the PQC Process, see the
PQC Process section in this Bulletin. For more
information on submitting Transactions, see the
Transaction Submission and Assembly Returns section
in this Bulletin.
Part Restriction and Exchange Program
All Service Agents are required to contact the PQC for
the following components:
• Current parts restriction on the Allison
transmission.
• Current parts restriction on the Duramax® diesel
engine.
• Any component listed in a current parts restriction.
• A current assembly exchange program.
The Service Department Personnel should review the
applicable documents related to the Part Restriction or
Exchange Program and be prepared to provide
diagnostic information.
Customer Satisfaction
There may be situations where an assembly can be
repaired, but due to customer satisfaction reasons an
assembly replacement should be considered. In these
cases the service department personnel should review
the concern with their DMA, in Canada the DM-CCSP.
Service Agents required to contact the PQC must be
prepared to provide diagnostic information as well as a
completed repair/replacement estimate portion of the
Cost Comparison Worksheet for Assembly Repair vs
Replacement. Service Agents required to contact the
PQC, must advise the PQC when the DMA, in Canada
the DM-CCSP or the Brand Quality Manager (BQM)
authorizes the replacement of an engine, transmission
or transfer case assembly for Customer Enthusiasm
purposes vs repair.
Service Agents Working With PCC (United
States Only)
All Service Agents that are working with the PCC to
reimburse Independent Service Centers (ISC) must
continue to follow the existing PCC processes.
PQC Process
PQC Inbound-Outbound Email Handling
Dealers that are currently required to contact the PQC
by calling them by phone prior to replacing an
assembly, now have the ability to use the PQC email
address: [email protected] to email them the completed
NEW web forms which are: the Gas/Diesel Engine and
Transmission Authorization Assembly and Cost
Comparison worksheet and are found in GlobalConnect
under GlobalConnect > Departments > Service >
Applications > Service Forms.
Bulletin No.: 16-NA-338
October, 2016
The following still applies prior to contacting the PQC:
If diagnosis performed by the Service Department
Personnel indicates a need for an engine, transmission
or transfer case assembly replacement, then Service
Agents currently required to contact/call the PQC must
perform the following actions prior to replacement and
before contacting the PQC:
1. Anytime the Service Personnel from Dealerships
that are required to contact the PQC have
determined that an engine or automatic
transmission cannot be repaired and because of
that determination you are requesting an assembly
replacement, the PQC requires that .jpg files
(pictures) be emailed to the PQC email address at:
[email protected] (two hours prior to contacting the
PQC), showing the Point of Failure and
indicating why the assembly cannot be
repaired and the requested assembly replacement
is necessary. The only exception to this
requirement is if the assembly is on a parts
restriction or an exchange.
⇒ If a Service Technician is working on a vehicle
with an engine noise, the Technician should
attempt to capture that noise PRIOR to
disassembling the engine, on a 30 second
Sound File to provide to the PQC documenting
the engine noise.
2. 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
3. For automatic transmissions only, perform a
transmission fluid pressure test and a transmission
cooler flush and record the code.
Page 3
4. Document the Condition and Cause including any
diagnostic trouble codes (DTCs), symptoms, Scan
Tool Snapshots and any other useful information
observed and recorded by the technician. The
technician must have detailed information required
for proper root cause analysis and product
concerns correction. This information is very
valuable in ensuring that the replacement
assemblies and current production parts help to
continually improve GM products.
5. Record the serial number of the failed assembly.
6. Complete the: Cost Comparison Worksheet for
Assembly Repair vs Replacement form for the
appropriate assembly category.
7. 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.
8. 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.
Dealers can visit GlobalConnect and access the
NEW web-based email form versions for the
following assembly categories:
• NEW – (email form version) [GAS/DIESEL
ENGINE AUTHORIZATION] Cost Comparison
Worksheet for Assembly Repair vs Replacement
Notice: Use this form for Automatic Transmission,
Manual Transmission and Transfer Case.
• NEW – (email form version) [AUTOMATIC
TRANSMISSION AUTHORIZATION] Cost
Comparison Worksheet for Assembly Repair vs
Replacement
Page 4
October, 2016
Bulletin No.: 16-NA-338
Cost Comparison Worksheet for Assembly Repair
vs Replacement — Access/Download Form on
GlobalConnect
4579517
This is a typical view in GlobalConnect of the Engine/
Propulsion section with the Bulletin Numbers and their
associated PQC forms.
To access/download the forms perform the following:
In the United States, Go to > GlobalConnect >
Departments > Service > Applications > Service Forms
> Engine/Propulsion System > Bulletin 02-07-30-029 >
Cost Comparison Worksheet for Assembly Repair vs
Replacement or > Transmission/Transaxle > Bulletin
02-07-30-029 > Cost Comparison Worksheet for
Assembly Repair vs Replacement
In Canada, Go to > GlobalConnect > Service
Department > Quick Links > Service Forms
The Cost Comparison Worksheet (Microsoft Excel
files) for Assembly Repair vs Replacement includes
the following four assembly categories in English
or French:
• Gas/Diesel Engine Form
• Automatic Transmission Form
• Manual Transmission Form
• Transfer Case PTU Form
Each assembly category form has an integrated Repair
Estimate: Replacement Component Assembly
Estimate: worksheet that must be completed.
Contacting/Calling PQC
Notice: Call the PQC at 1-866-654-7654 or email the
PQC at: [email protected] PRIOR to replacing the
assembly.
• If the assembly replacement is not agreed to, then
proceed with repair of the assembly. If agreement
on repairs cannot be reached, contact the DMA, in
Canada the DM-CCSP for a final review of
the case.
• If the engine, transmission or transfer case
assembly replacement is agreed to based on
information provided by the Dealer Service
Personnel, then proceed with the replacement. Be
sure to include the PQC case number and to
record the serial numbers of both the failed
component being removed and the replacement
component being installed. Further calls to the
PQC are not necessary and the Transaction
can be submitted when ready.
Once a determination to repair or replace has been
made, further calls to the PQC are not necessary.
The Transaction can be submitted when ready. Service
Agents should not contact PQC to create a
Pre-Authorization, as this is no longer part of the PQC
Process. For details on how to submit Transactions,
see the section titled: Global Warranty Management
Transaction Submission — Record Retention —
Assembly Return, in this Bulletin.
Bulletin No.: 16-NA-338
October, 2016
Page 5
Emailing PQC the Gas/Diesel Engine Authorization
Email Form and Automatic Transmission
Authorization Email Form with an integral Cost
Comparison Worksheet for Assembly Repair vs
Replacement
Dealers that are currently required to contact the PQC
by calling them by phone prior to replacing an
assembly, now have the ability to email the PQC at:
[email protected] the completed Gas/Diesel Engine
Authorization Email Form and Automatic Transmission
Authorization Email Form with an integral Cost
Comparison Worksheet for Assembly Repair vs
Replacement (Microsoft Excel files or the web-based
.html files) along with .jpg files (pictures) showing the
Point of Failure, indicating why the assembly cannot be
repaired and the replacement is necessary.
Submit to PQC Instructions (Emailing Instructions
for web-based .html files)
4502667
Typical view of the emailing instructions contained
within the web-based .html files.
Engine and Automatic Transmission Replacement
Concerns — Emailing .jpg (pictures) Showing the
Point of Failure and Sound Files to the PQC at:
[email protected]
When the assembly cannot be repaired, the PQC
requires that .jpg files (pictures) showing the Point
of Failure be emailed (two hours prior to contacting
the PQC) to the PQC showing why the assembly
cannot be repaired due to extensive damage. Also,
when requesting an assembly replacement to
correct a noise condition, Service Personnel should
attempt to capture that noise PRIOR to
disassembling the engine, on a 30 second Sound
File to provide to the PQC documenting the engine
noise.
Page 6
October, 2016
Global Warranty Management
Transaction Submission — Record
Retention — Assembly Return
Submitting Engine, Transmission or Transfer Case
Transactions into Global Warranty Management
Service Agents must complete all of the following
Steps 1-6, in order to submit engine, transmission and/
or transfer case Transactions into GWM:
1. Scan the completed Job Card and attach it to
the Transaction in GWM.
Notice: The Warranty Support Center requires that
this action is performed on every Transaction
2. Scan the completed Repair Estimate:
Replacement Component Assembly Estimate:
worksheet of the Cost Comparison Worksheet
for Assembly Repair vs Replacement and
attach it to the Transaction in GWM.
3. When applicable insert the transmission flush code
in the labor operation dependency field.
4. Enter the serial number of the new assembly into
the: “Serial Number” field which will appear in
the: “Parts Section” of the Transaction.
5. Enter the serial number of the failed assembly into
the: “Comment” field.
6. Route for GM authorization (H route) all engine,
transmission or transfer case replacement
Transactions.
Known Product Issues and DMA, DM-CCSP or
Brand Quality Manager Authorizations
A situation may arise when a Service Agent contacts
the PQC and is subsequently transferred to the
Technical Assistance Center (TAC) and then advised
that the condition being reported by the Service Agent
is a known product issue.
Also, there are instances when the DMA, in Canada the
DM-CCSP or the BQM may have authorized the
replacement of the major assembly. In these situations,
the Service Agent may be advised that a replacement
assembly is the only way to resolve the issue.
⇒ If this occurs, the dealer should document the
Replacement Component Assembly Estimate
section of the Cost Comparison Worksheet for
Assembly Repair vs Replacement in the
following manner:
1. Complete all of the basic information at the top of
the worksheet, including the Customer Concern:
_______ field.
Bulletin No.: 16-NA-338
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).
3. A completed Calibration Verification Number (as
applicable).
Bulletin No.: 16-NA-338
October, 2016
4. A completed Cost Comparison Worksheet for
Assembly Repair vs Replacement.
• All fluids must be drained and proper packaging
procedures observed and followed.
• If an engine assembly is being returned, the oil
filter must be drained of oil, properly packaged
and secured in a plastic bag and attached to the
engine assembly.
Page 7
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Motors LLC (United States)
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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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