01-00-89-010K

Bulletin No.: 01-00-89-010K
Date: Jan-2015
Subject:
Comeback Prevention Information and Using Customer Concern Verification Sheets (CCVS)
Models:
2015 and Prior GM Passenger Cars and Trucks
Attention:
Only GM Authorized callers such as GM Dealership Service Department Personnel and GM Approved
Service Facilities are allowed to contact the GM Technical Assistance Center (TAC). DO NOT direct any GM
vehicle owners, aftermarket or independent service facilities to contact TAC.
This Bulletin has been revised to add the 2014 and 2015 Model Years. Please discard Corporate Bulletin Number 01-00-89010J.
Bulletin Purpose
The purpose of this bulletin is to provide a single point reference and strategy document to aid in reducing customer comebacks, and the possibility of buyback
situations. Outlined in the information below, are specific guidelines, strategy and forms that will assist with this goal, by identifying, clarifying and documenting
customer concerns accurately at each service visit.
Location of Comeback Prevention Flowchart and All Other Forms
•
The condensed version of the Comeback Prevention Flowchart, the four categories of the Customer Concern Verification Sheets (CCVS), Comeback
Log, Technical Assistance Information Form (TAIF), Strategy Based Diagnosis and the TAC Case Call Log Sheet are available at the end of this bulletin
and also on Global Connect under Service Forms.
•
In Canada these forms are on GlobalConnect > Service Library > Technical Assistance Centre and Vehicle Information.
•
In the U.S. the TAC Case Closing Form is only available on GlobalConnect and must be completed and submitted electronically.
•
Dealers in Canada must use GlobalConnect > Service Workbench > TAC Active Cases to review active cases and to close the case electronically.
Comeback Prevention
Comebacks hurt the image of the dealership service department and the image of the GM vehicle brand. GM understands that due to ever increasing vehicle
complexity, this is a challenge. The service department should focus on the following critical areas in order to reduce comebacks:
•
The communication between the customer, service advisor, service manager and technician.
•
Accurate and complete information on the repair order (R.O.).
•
Always using the Comeback Prevention Flow Chart.
•
When a customer has a complicated, difficult or intermittent condition or concern, use the appropriate customer concern verification sheet (CCVS) on the
first service visit. Always use the CCVS on second and third repair attempts for the same condition or concern.
Select the appropriate CCVS from the following four categories:
•
–
Automatic Transmission Driveability.
–
Brakes / Steering / Suspension / Tires / Wheels.
–
Engine Driveability.
–
Electrical / Accessory.
Use the Comeback Log if the customer's vehicle has returned for the same condition.
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•
Service management must review the Comeback Log weekly to identify any trends and to develop and implement the necessary corrective action plans.
•
Technician training should be as up to date as possible.
•
Institute a quality control program that includes service management vehicle inspections, road tests and verification of the repair.
•
Contact the GM Technical Assistance Center (TAC) when necessary. Be prepared with the necessary and completed documentation before calling.
•
Update the TAC Call Log Sheet after each call.
Using the Comeback Prevention Flowchart
Always use the following Comeback Prevention Flowchart to help standardize work within the dealership as well as provide direction and appropriate use of
research and diagnostic aids including TAC.
First Repair Attempt — Actions to Perform
1.
Document all procedures and repairs on the R.O.
2.
Understand and verify the vehicle condition and the customer concern on the R.O. Road test the vehicle with the customer as needed.
⇒
If the road test demonstrates that the vehicle is not operating per: specifications, Go to Step 3.
⇒
If the road test demonstrates that the vehicle is operating per: specifications, then road test a like vehicle to verify that the condition and customer
concern regarding the condition are normal.
⇒
If the customer is dissatisfied due to a concern about a normal operating characteristic, create a Field Product Report (FPR) refer to the latest
version of Corporate Bulletin Number 02-00-89-002, in Canada a Product Information Report (PIR), refer to the latest version of Corporate Bulletin
Number 10-00-89-006.
3.
For any complicated, difficult or intermittent condition or concern, completely and accurately fill out the appropriate CCVS.
4.
In GlobalConnect/Investigate Vehicle History (IVH), review the service history of the vehicle.
⇒
If the vehicle has been serviced at least once previously for the same or similar condition or complaint, document the type of repair, number of
repair attempts and the number of days the vehicle was out of service. Go to: Second Repair Attempt — Actions to Perform.
5.
In GlobalConnect check for field actions and recalls.
6.
Dispatch to a qualified technician.
7.
Search SI for applicable bulletins and preliminary information (PI).
8.
Use Strategy Based Diagnosis and road test the vehicle as needed.
9.
Perform the repair as needed.
10. Verify that the customer is completely satisfied with the repair.
11. Deliver the vehicle.
Second Repair Attempt — Actions to Perform
1.
Notify the service manager of a repeat repair visit.
2.
Document all procedures and repairs on the R.O.
3.
If available, review the original CCVS for the condition. Completely and accurately fill out the appropriate CCVS for this visit.
4.
Understand and verify the vehicle condition and the customer concern on the R.O. Road test the vehicle with the customer as needed.
5.
In GlobalConnect/Investigate Vehicle History (IVH), review the service history of the vehicle.
6.
In GlobalConnect check for field actions and recalls.
7.
Enter the information in the Comeback Log.
8.
Dispatch to a qualified technician and review the CCVS and the R.O.
9.
Search SI for applicable bulletins and preliminary information (PI).
10. Use Strategy Based Diagnosis and road test the vehicle as needed.
11. If additional diagnostic information is needed, call TAC with the above documentation and a completed Technical Assistance Information Form (TAIF).
12. Update the TAC Call Log Sheet after each call.
13. Follow up with TAC until the vehicle is repaired, including the results of the previous diagnostic recommendations made by TAC.
14. Perform an inspection and quality control road test as needed prior to delivery of the vehicle to the customer.
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15. Verify that the customer is completely satisfied with the repair.
16. Deliver the vehicle.
17. Close the TAC case on GlobalConnect with as much detailed repair information as possible.
Third Repair Attempt — Actions to Perform
1.
Notify the Service Manager of a repeat repair visit.
2.
Notify the District Manager Aftersales (DMA) and in Canada the District Manager Customer Care and Service Process (DM-CCSP).
3.
Document all procedures and repairs on the R.O.
4.
Completely and accurately fill out the appropriate CCVS.
5.
Understand and verify the vehicle condition and the customer concern on the R.O. Road test the vehicle with the customer as needed.
6.
In GlobalConnect/Investigate Vehicle History (IVH), review the service history of the vehicle.
7.
In GlobalConnect check for field actions and recalls.
8.
Enter the information in the Comeback Log.
9.
Dispatch to a qualified technician and review the CCVS and the R.O.
10. Search SI for applicable bulletins and preliminary information (PI).
11. Use Strategy Based Diagnosis and road test the vehicle as needed.
12. If additional diagnostic information is needed, call TAC with the above documentation and a completed Technical Assistance Information Form (TAIF).
13. Update the TAC Call Log Sheet after each call.
14. Follow up with TAC until the vehicle is repaired, including the results of the previous diagnostic recommendations made by TAC.
15. Perform an inspection and quality control road test as needed prior to delivery of the vehicle to the customer.
16. Verify that the customer is completely satisfied with the repair.
17. Deliver the vehicle.
18. Close the TAC case on GlobalConnect with as much detailed repair information as possible.
Comeback Log
•
When writing the R.O. the service advisor should always ask the customer: "Have you had repairs on any of these conditions or concerns before, even if
the vehicle was taken to a different dealership?"
⇒
If the answer is yes, service management must become involved and the R.O. needs to be flagged as: High Attention.
•
Ensure the necessary information is entered in the Comeback Log.
•
Service management must review the Comeback Log weekly to identify any trends and to develop and implement the necessary corrective action plans.
Information for Using Customer Concern Verification Sheets
One of the most challenging aspects of our business is to communicate the concern from the customer to the technician. The more clearly the technician
understands the concern and its symptoms, the more likely the problem will be fixed right the first time.
GM Customer Care and Aftersales (CCA) is releasing revised Customer Concern Verification Sheets (CCVS), in this bulletin and also on the GM
GlobalConnect website. If you cannot access the Service Forms, contact your Partner Security Coordinator (PSC).
The following are a few of the benefits gained from using the CCVS:
•
Reduces instances of customer concern not duplicated (CCND). For more information on CCND, refer to the latest version of Corporate Bulletin Number
06-00-89-026.
•
Increased customer involvement.
•
Customer perception that the service personnel really listen and understand.
•
Reduces contacting customers for additional information.
•
Improves night drop box information.
•
Ensures all the correct questions are asked when the repair order (R.O.) is created.
The information below contains ideas and thought starters that may be helpful in using the CCVS.
•
The service advisor should complete the CCVS whenever the following occurs:
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–
On the first service visit, if the condition or concern is complicated, difficult or intermittent.
–
On any subsequent visits for the same condition or concern.
•
Make sure to attach the CCVS to the paperwork that goes to the technician.
•
Service management should review a copy of all CCVS and the accompanying R.O. on all service department comebacks.
•
Hold a complete service department personnel meeting to get employee buy-in and their ideas on how to make the CCVS effective.
•
Provide a copy of the CCVS, along with the customer copy of the R.O. to all departing service customers.
Best Practices Service Strategy
The Best Practices Service Strategy is a brief outline of the most important elements to incorporate into the service department comeback prevention strategy.
Customer Concern Verification Sheets
The service advisor should complete the CCVS whenever the following occurs:
1.
On the first service visit, if the condition or concern is complicated, difficult or intermittent.
2.
On any subsequent visits for the same condition or concern.
Customer Dissatisfaction Due to a Normal Operating Characteristic
Compare the customer vehicle to a similar vehicle. If the customer is dissatisfied with the normal operating characteristic of the vehicle perform the following:
⇒
U.S. dealers should create a Field Product Report (FPR). Refer to the latest version of Corporate Bulletin Number 02-00-89-002: Information for Dealers
on How to Submit a Field Product Report (FPR) (U.S. Dealers Only).
⇒
Canadian dealers should create a Product Information Report (PIR). Refer to the latest version of Corporate Bulletin Number 10-00-89-006: Information
for Dealers on How to Submit a Product Information Report (PIR) (Canada Only).
Comeback Prevention Flowchart
Always refer to the comeback prevention flowchart for the proper detailed service strategy before performing any repairs.
Comeback Log
If the vehicle is being serviced for the same customer concern, enter the information in the comeback log.
1.
Use GlobalConnect/IVH to verify the number of repair attempts for a similar complaint and the number of days the vehicle was out of service. Notify the
service manager of a second repair attempt.
2.
Notify the service manager of a third repair attempt and the District Manager Aftersales (DMA) and in Canada: The District Manager Customer Care
and Service Process (DM-CCSP).
3.
The service department management must review the comeback log weekly to identify any trends and to develop and implement the necessary
corrective action plans.
Strategy Based Diagnosis
The goal of Strategy Based Diagnosis is to provide guidance when you create a plan of action for each specific diagnostic situation. By following a similar plan
for each diagnostic situation, you will achieve maximum efficiency when diagnosing and repairing vehicles.
Technical Assistance Center
General Motors Technical Assistance Center (TAC) no longer has model year limits on service support. ALL GM vehicle model years are now service
supported. For more information, refer to the latest version of Corporate Bulletin Number 07-00-89-047.
1.
Use the Comeback Prevention Flowchart to understand WHEN to contact TAC.
2.
Before calling TAC, be prepared with accurate and completed information such as but not limited to: the R.O., the CCVS, the SI Document ID number,
the technical assistance information form (TAIF).
3.
Update the TAC Case Call Log before and after each call.
4.
Follow up with TAC until the vehicle is repaired, including the results of previous diagnostic recommendations made by TAC.
5.
Close the TAC case using GlobalConnect. Ensure that the closing information is as accurate and complete as possible.
6.
Complete the TAC quality survey.
Technical Assistance Information Form (TAIF)
Answer the questions in the form, PRIOR to contacting TAC. Preparing for your call in advance will allow TAC personnel to reduce your call time and provide
quality recommendations. After contacting TAC, complete the remaining three sections of the form.
TAC Case Call Log Sheet
Update the TAC Case Call Log before and after each call.
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Technical Assistance Center Phone Prompts
For U.S. dealers the TAC phone prompt chart is available on GlobalConnect under Service Forms.
For Canadian dealers the TAC phone prompt chart is available on GlobalConnect > Service Library > Technical Assistance Centre.
Parts Application Issues — Parts Catalog Issues — Parts Delay — Customer Special Order (CSO) — Service Parts Assistance Center
(SPAC) Case
1.
When parts are delayed or other ordering issues occur, the service department MUST perform the following actions:
1.1. ENSURE that the parts manager has requested a Customer Special Order (CSO).
1.2. ENSURE that the parts manager has upgraded to a Service Parts Assistance Center (SPAC) case as quickly as possible.
2.
For parts catalog, parts concerns or parts application issues, utilize the parts department and when those efforts have been exhausted follow the
applicable parts support channels offered by GM to resolve the customer's concern as quickly as possible.
Strategy Based Diagnosis
The goal of Strategy Based Diagnosis is to provide guidance when creating a plan of action for each specific diagnostic situation. By following a similar plan for
each diagnostic situation, maximum efficiency will be achieved when diagnosing and repairing vehicles.
Although each of the Strategy Based Diagnosis boxes are numbered, it is not required that every box be completed in order to successfully diagnose a
customer concern.
The first step of the diagnostic process should always be: Understand and Verify the Customer's Concern.
The final step of the diagnostic process should always be: Repair Verification.
1.
Understand and Verify the Customer's Concern. The first part of this step is to obtain as much information as possible from the customer. Are there
aftermarket accessories on the vehicle? When does the condition occur? Where does the condition occur? How long does the condition last? How
often does the condition occur? In order to verify the concern, the technician should be familiar with the normal operation of the system and refer to the
owner or service manual for any information that is needed.
2.
Vehicle Operating as Designed: This condition exists when the vehicle is found to operate normally. The condition described by the customer may be
normal. Compare with another like vehicle that is operating normally under the same conditions described by the customer. Explain your findings and the
operation of the system to the customer. If the customer is dissatisfied perform the following:
⇒
U.S. dealers should create a Field Product Report (FPR). Refer to the latest version of Corporate Bulletin Number 02-00-89-002: Information for
Dealers on How to Submit a Field Product Report (FPR) (U.S. Dealers Only).
⇒
Canadian dealers should create a Product Information Report (PIR). Refer to the latest version of Corporate Bulletin Number 10-00-89-006:
Information for Dealers on How to Submit a Product Information Report (PIR) (Canada Only).
3.
Preliminary Checks: Conduct a thorough visual inspection. Go to GlobalConnect/IVH and review the service history of the vehicle. Detect unusual
sounds or odors. Record the diagnostic trouble code (DTC) information in order to achieve an effective repair.
4.
Perform the Diagnostic System Check- Vehicle. This will verify the proper operation of the system. This will also lead the technician in an organized
approach and identify what category of diagnostic to perform.
5.
Check for related Bulletins, Recalls and Preliminary Information (PI).
6.
Review the following diagnostic categories:
6.1. Current DTC: Follow the designated DTC diagnostic in order to make an effective repair. Refer to Diagnostic Trouble Code (DTC) List - Vehicle.
6.2. Symptom - No DTC: Select the appropriate symptom diagnostic. Follow the diagnostic steps or suggestions in order to complete the repair.
Refer to Symptoms - Vehicle.
6.3. No published diagnostics: Analyze the concern. Develop a plan for the diagnostics. The service manual schematics will display system power,
ground, input, and output circuits. You can also identify splices and other areas where multiple circuits are tied together. Look at component
locations to see if components, connectors or harnesses may be exposed to extreme temperature, moisture, or corrosives such as road salt,
battery acid, oil or other fluids. Utilize the system description and operation and system circuit description.
6.4. Intermittent/History DTC: An intermittent condition is one that does not occur continuously, may be difficult to duplicate, and will only occur when
certain conditions are met. Generally, an intermittent is caused by faulty electrical connections and wiring, malfunctioning components,
electromagnetic interference (EMI), driving conditions, or aftermarket equipment. The following approaches and tools may prove to be beneficial
in locating and repairing an intermittent condition or a History DTC.
6.4.1. Combining the technicians knowledge and skill with the available service information.
6.4.2. Evaluate the symptoms and conditions described by the customer on the Customer Concern Verification Sheets.
6.4.3. Follow the procedures in Testing for Intermittent Conditions and Poor Connections.
6.4.4. Use the available scan tool, digital multi-meter, or J-42598 with data capturing capabilities.
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7.
Isolate the root cause then repair and verify the correction using the Repair Verification. Verifying that the DTC or symptom has been corrected may
involve road testing the vehicle.
8.
Re-examine the Concern: If a technician cannot successfully find or isolate the concern, a re-evaluation is necessary. Re-verify the concern. The
concern could be an intermittent or normal condition.
Navigating to the GlobalConnect TAC Case Closing Form (U.S. Website View Shown)
1.
Go To: GlobalConnect.
2.
Go To: Service Applications.
Notice: This typical website view has service shortcuts set up.
3.
Select: Technical Assistance Center (TAC) Case Closing Form.
Example of GlobalConnect TAC Case Closing Form (U.S. Form Shown)
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1.
The four required fields on the TAC Case Closing Form are indicated by asterisks.
2.
Type accurate and detailed case closing information.
3.
Select: Submit, when the form is completed.
Dealers in Canada must use GlobalConnect > Service Workbench > TAC Active Cases to review active cases and to close the case electronically.
Condensed Version of the Comeback Prevention Flowchart and All Other Forms
Condensed Version of the Comeback Prevention Flowchart
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Strategy Based Diagnosis Flowchart
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Comeback Log
Comeback Log
Date
Original R.O.
#
Date
Original
Technician
ID #
Customer
Name
Problem
Description
Cause of
Repeat Visit
New R.O. #
Date
Labor Op
Used
Labor Op
Used
Repairing
Technician
ID #
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TAC Case Call Log Sheet
Technical Assistance Information Form
Technical Assistance Information Form
Technical Assistance Information Form (TAIF)
Enter the Answers to All of the Following Questions Prior to Contacting TAC
Caller Name _______________
Business Associate Code (BAC) _______________
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VIN _______________
Repair Order (R.O.) Number
_______________
Mileage
_______________
km
_______________
Enter the ID Information for All That Apply
Bulletin Number _______________
Diagnostic Information and Procedures Document ID Number _______________
Engineering Information Number _______________
Harness Routing View Document ID Number _______________
Preliminary Information (PI) Number _______________
Repair Instructions Document ID Number _______________
Service Information (SI) Document ID Number _______________
Wiring Schematic Document ID Number _______________
Other _______________
How many times has this vehicle been to your Service Department for the SAME condition or customer concern _______________
How many days has this vehicle been in your Service Department for this condition or customer concern _______________
Go To: GlobalConnect, Investigate Vehicle History (IVH), and review the service history of the vehicle.
Enter the information here _______________
Enter the information here _______________
Enter the information here _______________
Does the vehicle have any GM aftermarket accessories _______________
Does the vehicle have any non-GM aftermarket accessories _______________
Has the vehicle been modified from production:
Yes __________
No __________
If yes, please describe _______________
Why did the customer bring their vehicle to your Service Department. Please describe _______________
What are the results of the Strategy Based Diagnosis. Enter the Information for All That Apply
Are any DTCs set _______________
How often does the condition occur _______________
Identify the diagnostics that were performed _______________
Identify the parts replaced _______________
Identify the Scan Tool software version number _______________
Was the vehicle compared to a similar vehicle _______________
When does the condition occur _______________
Technical Assistance Center
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TAC Case Number _______________
TAC Consultant's Name _______________
Technical Assistance Center Recommended Actions
Suggested action #1 _______________
Suggested action #2 _______________
Suggested action #3 _______________
Technical Assistance Center (TAC) Case Closing Form Actions Required
1.
Go To GlobalConnect > Service Applications > Technical Assistance Center (TAC) Case Closing Form. Dealers in Canada
must use GlobalConnect > Service Workbench > TAC Active Cases to review active cases and to close the case
electronically.
2.
Complete the TAC Case Closing Form.
3.
Provide as Much Detail as Possible in the Repair Information Section.
4.
Provide as Much Detail as Possible in the Additional Comments Section.
Customer Concern Verification Sheet — Automatic Transmission Driveability
Customer Concern Verification Sheet — Automatic Transmission Driveability
Symptoms — Check All That Apply
Will Not Shift ____
Will Not Up Shift ____
Will Not Down Shift ____
Slips____
Shifts Into Next Gear
Early ____
Shifts Into Next Gear
Late ____
Starts in the Wrong Gear
____
Delayed Engagement
Into Both “D” and “R”
____
Delayed Engagement
Into “D” ____
Delayed Engagement
Into “R” ____
Engine Starts in Other
Than “P” or “N” ____
Do Any Indicator Lights
Turn ON ____
Does the Transmission Make Noise — Identify All That Apply:
Whine____ Rattle ____
Groan ____
Clunk ____
Buzz ____
Slam ____
Other (Describe) ____________________
Operating Conditions — Check All That Apply
When Did the Concern Start ____
How Often Does it Occur ____
How Long Does it Last
____
Driving Conditions — Check All That Apply
No Throttle ____
Light Throttle ____
Medium Throttle ____
Hard Throttle ____
Wide Open Throttle ____
At Idle ____
Starting ____
Decelerating ____
When Shifting ____
Up Hill ____
Down Hill ____
During Braking ____
Highway ____
City ____
Towing ____
Stop and Go ____ Only
With A/C ON ____
Cruising Steady at ____ MPH Cruising Steady at
____ km/h
Cruising Between ____ MPH and ____ MPH
Cruising Between ____ km/h and ____ km/h
At What Engine Temperature Does it Occur — Check All That Apply
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When the Engine Temperature is ____ °F
When the Engine Temperature is ____ °C
Any Temperature ____
Weather and Environment Conditions — Check All That Apply
Ambient Temperature:
Very Cold: Colder Than 0°F (−18°C) ____
Cold: 0°F to 32°F (−18°C to 0°C) ____
to 80°F (16°C to 27°C) ____
Cool: 32°F to 60°F (0°C to 16°C) ____
Warm: 60°F
Hot: Hotter Than 80°F (27°C) ____
Any Environment ____
Dry ____
High Humidity ____
Raining ____
Wet Roads ____
Icy Conditions ____
Snowy Conditions ____
Below Sea Level ____
At Sea Level ____
At High Altitudes ____
What Type of Fuel is Used
Biodiesel ____ Brands
(Describe) ____
Ethanol E85 ____
Diesel #1 ____ Brands
(Describe) ____
What Blend / Alcohol % ____
Diesel #2 ____ Brands
(Describe) ____
Compressed Natural Gas (CNG) ____
(Describe) ____
Regular Unleaded ____
Mid Range Unleaded
Brands (Describe)
____
Brands (Describe) ____
____ Brands
(Describe) ____
Brands
Premium Unleaded ____
Brands (Describe)
____
When the Gear Selector is in What Range — Check All That Apply
Park / Neutral ____
Reverse ____
Overdrive ____ Tap
Shift ____
Manual Gear Selection:
D1 __
D2 __
D3__
D4 __
D5 __
D6 __
D7 __
Shifting From Gear to Gear — When Does it Occur
Between Shifts From ____ Gear to ____ Gear
Between Shifts From ____ Gear to ____ Gear
Between All Gear Shifts
____
At What Shift Point Does it Occur — Check All That Apply
Between Shifts From ____ MPH to ____ MPH
Between Shifts From ____ km/h to ____ km/h
All Shift Points ____
This Section Is For Dealer Use Only:
VIN: ____________________
#: ____________________
Miles (km): ____________________
Technician #: ____________________
Advisor
Customer Concern Verification Sheet — Brakes / Steering / Suspension / Tires / Wheels
Customer Concern Verification Sheet — Brakes / Steering / Suspension / Tires / Wheels
System and Components — Check All That Apply
Antilock Brake System
(ABS) ____
Brakes ____
Park Brake ____
Electronic Suspension
Control ____
StabiliTrak® System
____
Steering ____
Suspension ____
Tires ____
Tire Pressure Monitor
(TPM) ____
Traction Control System
(TCS) ____
Vehicle Electronic
Stability (VES) System
____
Vehicle Stability
Enhancement System
(VSES) ____
Wheels ____
Wheel Alignment ____
Other (Describe) ____
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Instrument Illumination, Messages and Audible Warnings — Check All That Apply
ABS Yellow Light is ON
____
Brake Audible Warning is
Active ____
Brake System Red
Warning Light is ON
____
Service Brakes Soon
Message is Displayed
____
Service Brake System
Message is Displayed
____
StabiliTrak® Light is ON
____
StabiliTrak® OFF
Message is Displayed
____
Service StabiliTrak®
Message is Displayed
____
Service Suspension
System Message is
Displayed ____
Service Traction Control
Message is Displayed
____
TRAC OFF Indicator is
ON ____
Tire Learning Active
Message is Displayed
Continuously ____
Tire Pressure Monitor
(TPM) Light is ON ____
Service Tire Monitor
System Message is
Displayed ____
Other (Describe) ____
Symptoms — Check All That Apply
Brake Pedal Exhibits:
Brake Noise:
Chirp_____
Grind_____
Left Front ____
Squeak_____
Right Front ____
Squeal_____
Left Rear ____
Other_____
Excessive Travel ____ Hard Pedal ____
Pedal ____
Right Rear ____
Park Brake:
Brake Pulsation When Stopping:
Left Front ____
Right Front ____
Left Rear ____
Right Rear ____
Does Not Hold Vehicle in Place ____
Apply ____
Vehicle Ride Quality:
Rides Hard ____
Left Front ____
Poor Steering Wheel
Return After Cornering
____
Right Front ____
____
Steering Wheel is Off
Center ____
Suspension Bottoms Out
____
Seat ____
Left Rear ____
Right Rear ____
Floor
Vehicle Continues to
Steer in Direction of
Previous Turn ____
High Steering Effort
Required ____
Vehicle Wanders to the
Left ____ Vehicle
Wanders to the Right
____
Suspension Noise:
Groan ____
Right Front ____
Side ____
Pop ____
Slam ____
Squeak ____
Rattle ____
Left Rear ____
Other (Describe) _________
Tires Leak Air:
Right Rear ____
Left
Left Front ____
Right Side ____
____
Tires Are Noisy:
Left Front ____
Vehicle Dog Tracks
____
Steering Wheel ____
Vehicle Sits Uneven:
Left Front ____
Will Not
Will Not Release ____
Shimmy / Vibration:
Rides Soft ____
Soft
Right Front ____
Right Rear ____
Left Rear
Spare ____
Tires Have Uneven Wear:
Right Front ____
Left Rear ____
Left Front ____
Right Front ____
Left Rear ____
Right Rear ____
Right Rear ____
Vehicle Pulls When Accelerating:
Pulls to the Left ____
Vehicle Sustained Road
Debris Impact Damage
____
Pulls to the Right ____
Vehicle Leans or Sways
in Corners ____
Vehicle Pulls When Stopping:
Pulls to the Left ____
Pulls to the Right ____
Wheels:
Appearance ____
Bent ____
Damaged ____
Weather and Environment Conditions — Check All That Apply
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Pulls Side to Side ____
Other (Describe)
_________
Any Environment ____
Cold Days ____
Dry Roads ____
Dusty Environment ____
Icy Conditions ____
Salty Environment ____
Snowy Conditions ____
Wet Roads ____
Hot Days ____
Other (Describe) ____
Operating Conditions — Check All That Apply
When Did the Concern
Start ____
How Long Does it Last
____
How Often Does it Occur
____
What Makes it Start
(Describe) ____
What Makes It Stop
(Describe) ____
This Section Is For Dealer Use Only:
VIN: ____________________
#: ____________________
Miles (km): ____________________
Technician #: ____________________
Advisor
Customer Concern Verification Sheet — Engine Driveability
Customer Concern Verification Sheet — Engine Driveability
Symptoms — Check All That Apply
Cranks But Does Not
Start ____
Backfire (Popping Noise):
From the Tail Pipe ____ From Under the Hood
____
Does Not Crank ____
Difficulty When Refueling the Vehicle ____ Fuel
Odor When Refueling the Vehicle ____
Cranks With a Hard Start ____ Cranks With a Very
Long Time to Start ____
Engine Continues to Run After Key is Turned OFF:
All the Time ____
Sometime ____
Engine Noise:
Bang ____
Buzz ____
Chirping / Squeal ____
Rattle ____
Clunk ____
Whine ____
Groan ____
Hammer ____
Ping / Detonation / Spark Knock ____
Other (Describe) ______________
Engine Performance:
Buck ____
Chuggle ____
Engine Runs Hot ____
Hesitation ____
Engine Speed Fluctuates
Without Moving the
Accelerator ____
Jerk ____
Sag ____
Engine Stalls ____
Fuel Economy:
Poor in City Driving ____
Increased Engine
Coolant Consumption
____
Poor in Highway Driving ____
Fuel Economy ____
Increased Engine Oil
Consumption ____
What is the Reported
Low Power ____
Skip ____
Stumble ____
Surge ____
Exhaust Smells Like
Sulphur (Rotten Eggs)
____
Exhaust is Smoky ____
Idle is Rough ____ Idle
Searches ____
Idle is Too Low ____
Idle is Too High ____
Misfire ____
Other (Describe) _____
Illuminated Indicator Lights and/or Driver Information Center (DIC) Messages Displayed — Check All That Apply
Check Engine Light is
ON ____
Driver Information Center
(DIC) Messages Are
Displayed (Describe)
____
Malfunction Indicator
Light is ON ____
Reduced Engine Power
Message is Displayed
____
Other Indicator Lights are Illuminated (Describe) ___________________
15
Service Engine Soon
Light is ON ____
Operating Conditions — Check All That Apply
When Did the Concern Start ____
Does the Concern Go
Away ____
How Long Does it Last
____
How Often Does it
Occur ____
Driving Conditions — Check All That Apply
Accelerating ___ At
the Beginning of the
Acceleration ____
Down Hill ____
____
Cruising Between ____ MPH and ____ MPH
Cruising Between ____ km/h and ____ km/h
Up Hill
Driving:
City ____
Highway ____
Cruising Steady at:
____ MPH
km/h
Decelerating ____
____
During Braking ____
During Idle ____
Stop and Go ____
During Shifts ____
Only With A/C ON ____
Only With Defrost ON
____
No Throttle ____
Light Throttle ____
Medium Throttle ____
Hard Throttle ____
Wide Open Throttle ____
Towing ____
Other (Describe) ____
At What Engine Temperature Does it Occur — Check All That Apply
When the Engine Temperature is ____ °F
When the Engine Temperature is ____ °C
Any Temperature ____
Weather and Environment Conditions — Check All That Apply
Ambient Temperature:
Very Cold: Colder Than 0°F (−18°C) ____
Cold: 0°F to 32°F (−18°C to 0°C) ____
to 80°F (16°C to 27°C) ____
Cool: 32°F to 60°F (0°C to 16°C) ____
Warm: 60°F
Hot: Hotter Than 80°F (27°C) ____
Any Environment ____
At Sea Level ____
At High Altitudes ____
Below Sea Level ____
Dry ____
High Humidity ____
Icy Conditions ____
Raining ____
Snowy Conditions ____
Wet Roads ____
What Type of Fuel is Used
Biodiesel ____ Brands
(Describe) ____
Diesel #1 ____ Brands
(Describe) ____
Ethanol E85 ____ What Blend / Alcohol % ____
Brands (Describe) ____
Diesel #2 ____ Brands
(Describe) ____
Compressed Natural Gas (CNG) ____
(Describe) ____
Regular Unleaded ____
Mid Range Unleaded
Brands (Describe)
____
____ Brands
(Describe) ____
Brands
Premium Unleaded ____
Brands (Describe)
____
When the Gear Selector is in What Range — Check All That Apply
Park / Neutral ____
Reverse ____
Low ____
Intermediate ____
Overdrive ____
Drive ____
Manual Gear Selection:
D1 __
D2 __
D3__
D4 __
D5 __
D6 __
D7 __
At What Shift Point Does it Occur — Check All That Apply
All Shift Points ____
Between Shifts From ____ MPH to ____ MPH
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Between Shifts From ____ km/h to ____ km/h
Does it Occur During Certain Gear Shifts — Check All That Apply
Reverse to Drive ____
Park to Reverse ____
Park to Drive ____
First to Second ____
Second to Third ____
Other Gear (Describe)
_________
Third to Fourth ____
Overdrive ____
This Section Is For Dealer Use Only:
VIN: ____________________
#: ____________________
Miles (km): ____________________
Technician #: ____________________
Advisor
Customer Concern Verification Sheet — Electrical / Accessory
Customer Concern Verification Sheet — Electrical / Accessory
Electrical System, Component or Accessory — Check All That Apply
Antenna:
Backglass ____
Fixed Mast ____
Front
Windshield ____
Multi-Band (Roof) ____
Auxiliary (AUX) USB Port
____
Bluetooth® ____
CD Player ____
Heads Up Display (HUD)
____
Hard Disc Drive (HDD),
(Used to Store Music)
____
Heating, Ventilation and
Air Conditioning (HVAC)
Passenger Side Rear Window ____
Clock ____
DVD Player ____
____
Rear HVAC ____
Inside Mirror ____
Instrument Panel ____
iPhone® ____
iPod® ____
Keyless Entry System
____
Keyless Entry System
MP3 ____
Navigation System ____
OnStar® ____
Personal Audio Link
(PAL) ____
Navigation Map Disc
____
Key Fobs:
One ____
Both ____
Radio ____
XM Radio® ____
Rear Seat Entertainment (RSE) System:
Audio ____
AUX Devices ____
AUX Input Jacks ____
Screen(s) ____
Rear Seat Entertainment (RSE) System Remote
Speakers ____
Warning Chimes ____
Wireless Headphones
____
Video
Wired Headphones ____
Controls:
One ____
Video ____
Other ______________
Wired Headphone
Jacks ____
Both ____
Universal Serial Bus
(USB) ____
Other (Describe)
Other (Describe) ___________________
___________________
Instrument Illumination — Check All That Apply
HVAC System:
Front ____
____
Inside Mirror ____
Instrument Panel ____
Rear
Radio ____
Rear Seat Entertainment
System ____
Symptoms — Check All That Apply
Antenna:
Damaged ____
Missing ____
AUX Input Jacks
Unresponsive ____
Auxiliary (AUX) USB
Port:
Bluetooth®:
Improper Function ____
Unresponsive ____
17
Unresponsive ____
Voice Recognition Unresponsive ____
Integral Multi Disc CD Changer:
CD Player:
CD Will Not Eject ____
CD Will Not Insert ____
Improper Function ____
CD Will Not Eject ____
Unresponsive ____
DVD Will Not Insert ____
Improper Function ____
Other_______________
DVD Displays Error Messages On the Rear Seat
Entertainment Video Screen ____
DVD Controls:
DVD Will Not Eject ____
CD Will Not Insert ____
Unresponsive ____
Improper Function ____
Unresponsive ____
Hard Disc Drive (HDD),
Heads Up Display:
(Used to Store Music):
Improper Display ____
Improper Function
____
Inaccurate Display ____
Improper Function ____
Unresponsive ____
Unresponsive ____
Voice Commands Unresponsive ____
Unresponsive
____
Rear HVAC Controls:
Instrument Panel Controls:
Improper Function
____
HVAC Controls:
Improper Function ____ Unresponsive ____
Other ______________
Unresponsive
____
iPhone®:
iPod®:
Improper Function
Improper Function
Unresponsive
____
____
____
Keyless Entry:
Improper Function ____
Unresponsive ____
Function ____
Unresponsive
____
MP3:
Insufficient Range ____
One or More Fobs Do Not
Improper Function
Other ______________
____
Unresponsive
____
Navigation System:
Controls Improper Function ____
____
Controls Unresponsive ____
Map Disc Will Not Insert ____
No Display ____
Inaccurate or Missing Information ____
Voice Commands Unresponsive ____
Map Disc Will Not Eject
Other ______________
OnStar®:
Dropped Calls ____
Improper Function ____
Mirror Controls Broken ____
Light Does Not Transition From Red to Green ____
Poor Reception ____
Voice Commands Unresponsive ____
Personal Audio Link
(PAL):
Improper Function
____
OnStar® Mirror
Unresponsive ____
Other ______________
Radio Controls:
Radio Data System (RDS):
Unresponsive ____
Improper Function ____
Unresponsive
____
Mirror Controls Unresponsive ____
Turn by Turn Will Not Connect ____
FM Station Name or Call Letters Do Not Display ____
____
Unresponsive ____
Inaccurate Information
Radio Displays Error Messages ____
Voice Commands
Unresponsive ____
Radio Noise:
Radio Reception Quality:
High Tension Wire Interference ____ Radio / TV Transmission Tower
Interference ____
Identify the Band Being Used When it Occurs:
AM ____
FM ____
Poor ____
Fades In and Out ____
Identify the Band Being Used When it Occurs:
AM ____
FM ____
XM Radio® ____
XM Radio® ____
Radio Speaker Static:
Continuous ____
Only in Certain Areas ____
Identify the Source Being Used When it Occurs:
AM ____
FM ____
XM Radio® ____
CD ____
OnStar® Call ____
DVD ____
AUX ____
Rear Seat Entertainment ____
18
USB ____
MP3 ____
Rear Seat Audio ____
iPod® ____
Bluetooth® /
Speakers:
No Sound ____
All Speakers ____
Rear Seat Audio (RSA):
Left Front ____
Poor Sound ____
Right Front ____
Left Rear ____
Rear Seat Entertainment (RSE) AUX Input Device:
Rear Seat Entertainment Controls:
Unresponsive to Video Game Console ____
Improper Function
____
Unresponsive
____
Improper Function ____
One or Both Controls Are Unresponsive ____
Unresponsive ____
Rear Seat Entertainment Video Screen(s):
Some Functions Are
Speed Compensated Speaker Volume:
Unresponsive ____
Improper Function ____
Buttons Broken ____
Wired Headphones:
Improper Function ____
Unresponsive:
Left ____
Wired Headphone Jacks:
XM Radio® Improper Function ____
XM Radio® Unresponsive ____
Right ____
Unresponsive ____
Blows Fuses (Describe)
____
Improper Function
____
Wired Headphones Control Knob(s):
Unresponsive ____
Unresponsive ____
Warning Chimes:
Steering Wheel Controls:
Unresponsive ____
Improper Function ____
Unresponsive ____
Unresponsive to Camera ____ Unresponsive to
Other Device ____
Rear Seat Entertainment Remote Control(s):
Improper Function ____
Right Rear ____
Unresponsive
____
Wireless Headphones:
Improper Function
____
Unresponsive
____
Other (Describe) ____
Operating Conditions — Check All That Apply
When Did the Concern Start ____
How Often Does it Occur ____
How Long Does it Last
____
This Section Is For Dealer Use Only:
VIN: ____________________
#: ____________________
Miles (km): ____________________
Technician #: ____________________
Advisor
“OnStar is a registered trademark of ONSTAR, LLC”
“Bluetooth is a registered trademark of Bluetooth SIG, Inc.”
“iPhone is a registered trademark of Apple, Inc.”
“iPod is a registered trademark of Apple, Inc.”
“XM Radio is a registered trademark of SIRIUS XM RADIO INC.”
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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