02-07-30-029V

File in Section:
Service Bulletin
Bulletin No.:
Date:
07 - Transmission/Transaxle
02-07-30-029V
May, 2014
INFORMATION
Subject:
Product Quality Center (PQC) Assembly Replacement Process – For Dealers Required
to Contact PQC Prior to Replacing An Assembly
Models:
2015 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 Subject, add Model Year 2015 vehicles, add
Corporate Bulletin #14-06-04-003 to the PQC Process section and change the name of
the PQC Authorization Request Form to PQC Cost Comparison Worksheet, including a
graphic identifying its location on Global Connect. Please discard Corporate Bulletin
Number 02-07-30-029U.
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.
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
Program.
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 the PQC. Service
Agents who are not required to contact the PQC,
should refer to the latest version of Corporate
Bulletin #12-07-30-001 for assistance on their
replacement process.
Copyright 2014 General Motors LLC. All Rights Reserved.
Contents:
– Determining Whether to Call PQC
– Part Restriction and Exchange Program
– Customer Satisfaction
– Service Agents Working With PCC (U.S. Only)
– PQC Process
– Before Calling PQC
– PQC Cost Comparison Worksheet
– Calling PQC
– Transaction Submission and Assembly Returns
– Submitting Engine, Transmission or Transfer Case
Transactions into Global Warranty
Management (GWM)
– Record Retention
– 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 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
Page 2
May, 2014
• 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
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 still required to contact the PQC
for the following components:
• Current parts restriction on the Allison
transmission.
• Current parts restriction on the Duramax ® diesel
engine — RPO LGH or LML.
• Any component listed in a current parts restriction.
• A current assembly exchange program.
The Service Department Personnel should review the
applicable documents related to the Part Restriction or
Exchange Program and be prepared to provide
diagnostic information.
Customer Satisfaction
There may be situations where an assembly can be
repaired, but due to customer satisfaction reasons an
assembly replacement should be considered. In these
cases the service department personnel should review
the concern with 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 Cost
Comparison Worksheet. 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.
Bulletin No.: 02-07-30-029V
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:
– 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
• For automatic transmissions only, perform a
transmission cooler flush and record the code.
• 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.
• Record the serial number of the failed assembly.
• Complete a PQC Cost Comparison Worksheet.
For help in locating this form, see the following
section titled: PQC Cost Comparison Worksheet
On Global Connect (U.S.)
• Complete the Repair Estimate and Replacement
Component Assembly Estimate for the assembly
category included in the PQC Cost Comparison
Worksheet. Accurate repair versus replacement
cost estimates (include the markups) are
ESSENTIAL in order to eliminate a second call to
the PQC.
• 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.
Bulletin No.: 02-07-30-029V
May, 2014
Page 3
PQC Cost Comparison Worksheet On Global Connect (U.S.)
3804855
Notice: To access the PQC Cost Comparison
Worksheet, Go to > Global Connect > Service
Forms > Transmission/Transaxle >
Bulletin 02-07-30-029 > PQC Cost Comparison
Worksheet. In Canada, Go to > GlobalConnect >
Library > Service > Warranty Administration >
Warranty Administration Home Page > Column
Labeled Warranty Administration > Forms > PQC
Cost Comparison Worksheet.
The PQC Cost Comparison Worksheet includes the
following assembly categories:
• Gas Engine Form
• Diesel Engine Form
• Automatic Transmission Form
• Manual Transmission Form
• Transfer Case PTU Form
Each assembly category form has an integrated Repair
Estimate and Replacement Component Assembly
Estimate section.
– 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.
– 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
Page 4
May, 2014
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 Cost Comparison Worksheet
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 Cost
Comparison Worksheet. Attach the worksheet to the
repair order.
Bulletin No.: 02-07-30-029V
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 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 Cost
Comparison Worksheet.
• All fluids MUST be drained and proper packaging
procedures observed.
• If an engine assembly is being returned, the oil
filter MUST be drained of oil, properly packaged
and secured in a plastic bag and attached to the
engine assembly.
Duramax® is a Registered Trademark of General
Motors LLC (United States)
Duramax™ is a Trademark of General Motors LLC
GM bulletins are intended for use by professional technicians, NOT a "do-it-yourselfer". They are written to inform these
technicians of conditions that may occur on some vehicles, or to provide information that could assist in the proper
service of a vehicle. Properly trained technicians have the equipment, tools, safety instructions, and know-how to do a
job properly and safely. If a condition is described, DO NOT assume that the bulletin applies to your vehicle, or that your
vehicle will have that condition. See your GM dealer for information on whether your vehicle may benefit from the
information.
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