02-07-30-029W

File in Section:
Service Bulletin
Bulletin No.:
Date:
07 - Transmission/Transaxle
02-07-30-029W
June, 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 Passenger 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 change Repair Order to Job Card, change the name of the
PQC Cost Comparison Worksheet to Cost Comparison Worksheet for Assembly Repair vs
Replacement and update the graphic showing the form and its location on GlobalConnect.
Please discard Corporate Bulletin Number 02-07-30-029V.
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 a GlobalConnect message 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 information on their
Repair vs Replacement process.
Table of Contents
– Determining Whether to Call PQC
– Part Restriction and Exchange Program
– Customer Satisfaction
– Service Agents Working With PCC (U.S. Only)
Copyright 2014 General Motors LLC. All Rights Reserved.
– PQC Process
– Before Calling PQC
– Cost Comparison Worksheet for Assembly Repair
vs Replacement
– Calling PQC
– Global Warranty Management Transaction
Submission — Record Retention — Assembly
Return
– Submitting Engine, Transmission or Transfer Case
Transactions into Global Warranty
Management (GWM)
– Record Retention
– Returning an Assembly to the Warranty Parts
Center
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
• 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
Page 2
June, 2014
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 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 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.: 02-07-30-029W
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 Cost Comparison Worksheet for
Assembly Repair vs Replacement. For help in
locating this form, see the following section titled:
Cost Comparison Worksheet for Assembly Repair
vs Replacement On GlobalConnect (U.S.)
• Complete the Repair Estimate: Replacement
Component Assembly Estimate: section for the
assembly category included in the Cost
Comparison Worksheet for Assembly Repair vs
Replacement. Accurate repair versus replacement
cost estimates (include the markups) are
ESSENTIAL in order to eliminate a second call to
the PQC.
• 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 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.: 02-07-30-029W
June, 2014
Page 3
Cost Comparison Worksheet for Assembly Repair vs Replacement On GlobalConnect (U.S.)
3922938
Notice:
• To access the Cost Comparison Worksheet for
Assembly Repair vs Replacement, Go to >
GlobalConnect > Service Forms >
Transmission/Transaxle > Bulletin 12-07-30-001
> Cost Comparison Worksheet for Assembly
Repair vs Replacement.
• To access the Cost Comparison Worksheet for
Assembly Repair vs Replacement, Go to >
GlobalConnect > Service Forms > Engine/
Propulsion System > Bulletin 12-07-30-001 >
Cost Comparison Worksheet for Assembly
Repair vs Replacement.
• In Canada, Go to > GlobalConnect > Library >
Service > Warranty Administration > Warranty
Administration Home Page > Column Labeled
Warranty Administration > Forms > Cost
Comparison Worksheet for Assembly Repair vs
Replacement. The Cost Comparison
Worksheet for Assembly Repair vs Replacement
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:
Replacement Component Assembly Estimate:
worksheet that MUST be completed. –
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.
Page 4
June, 2014
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.
Global Warranty Management
Transaction Submission — Record
Retention — Assembly Return
Submitting Engine, Transmission or Transfer Case
Transactions into Global Warranty Management
(GWM) Service Agents MUST complete all of the
following Steps 1-6, in order to submit engine,
transmission and/or transfer case Warranty
Transactions into GWM: 1.
Scan the completed Job Card and attach it to
the Warranty Transaction in GWM.
Notice: The Warranty Support Center requires that
this action is performed on EVERY Warranty
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 Warranty Transaction in GWM. 3.
When applicable insert the transmission flush code
in the labor operation dependency field. 4.
Bulletin No.: 02-07-30-029W
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 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). 4.
A completed Cost Comparison Worksheet for
Assembly Repair vs Replacement. •
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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