02-00-89-002N

File in Section:
Bulletin No.:
Service Bulletin
Date:
00 - General Information
02-00-89-002N
September, 2014
INFORMATION
Subject:
Information for Dealers/Technicians on When and How to Submit a Field Product
Report (FPR) (U.S. Dealers Only)
Models:
2015 and Prior GM Passenger Cars and Trucks
Attention: Canadian dealers should refer to the latest version of Corporate Bulletin Number
10-00-89-006.
This bulletin has been revised to update the Important statement under Submitting a Product
Report. Please discard Corporate Bulletin Number 02-00-89-002M.
Dealers/Technicians play a key role in reporting product
issues via Field Product Reporting. The timeliness and
detailed information in these reports proves to be are
extremely important to the product problem resolution
process. This bulletin will offer information on when and
how to submit a Field Product Report.
Submitting a Product Report
Field Product Reports are an important tool that help us
collectively identify and quickly address emerging
issues on our vehicles, particularly during the launch of
new programs.
A good rule of thumb when considering when to submit
a report is whether it meets the “3 Critical Points”
below:
Use the “Critical Points ” listed below (as a guide) of
when to submit a report:
Critical Product Concern: Safety, no start, walk-home
condition.
Critical Timing: Safety Concern; Vehicle in dealership;
Concerning plant build condition.
Critical Information: Safety concerns, vehicle
currently at dealership with issue present, assembly
plant build issues.
In addition to the examples of critical conditions noted
above, field product reports can also be helpful for
communicating:
• Wire harness routing causing damage (Critical
information communicated with photos)
• Emerging conditions that have required repetitive
repairs with no apparent service bulletin or PI
(Critical Product Concern)
• Significant issues not typically submitted as a
warranty claim (Critical Product Concern or
Critical Information)
• Vehicle operating normally but condition
unacceptable to the customer
• Critical issues found during PDI or with GM
Accessories
Service Information (SI) Feedback, not Field Product
Reports, should be submitted for the following:
• Issues with Service Information (SI) repair
information
• Issues with the Technical Service or Preliminary
Information Bulletin
• Issues with the Labor Time Guide
Important: Be clear, accurate, professional and as
descriptive as necessary to help others fully
understand the issue.
New Field Product Report app
GM is now providing a New Field Product Reporting
app titled “GM Field Product Reporter” that makes
creating and submitting reports easier and faster.
This new app is free and available for use on Apple®
and Android™ operating devices. Although optimized
for phone use, the app can be used on tablets as well.
The new app can be found and downloaded from the
Google Play™ Store (Android) and App Store (Apple).
Copyright 2014 General Motors LLC. All Rights Reserved.
Page 2
September, 2014
Please note that with the large variety of phones and
operating systems, not all functionality will appear/
operate the same on all devices.
To utilize the new app:
1. Download the app on your device.
2. Open the app.
3. Login to the app by using your global connect ID
and password.
4. Enter the user profile information (Note: You will
only be asked for the user profile information upon
initial log-in. User profile information can be
changed at any time by going to the user profile
screen available from the main menu).
5. You are now ready to being using the app.
Other tips and notes:
• You can take up to 6 photos and up to 30 seconds
of video (includes audio).
• Fields highlighted on the app with a red asterisk
are required.
• The Full VIN or last 8 of the VIN can be used (VIN
confirmation and/or lookup from last 8 will occur
on final step prior to submission of report).
• Once you select “Review/Email,” you will be
given a vehicle choice if last 8 digits of VIN
were given and if more than 1 vehicle shares
the last 8 VIN digits.
• After selecting “Review/Email” you will be
presented with a choice as to which mail function
to utilize to send the report (i.e. GMAIL) …. You
must make a selection from the choices.
• Once you have made a selection, you will be
taken to a screen that shows a preview of the
report. From this window, you must select the
send icon from the screen (i.e. do not use your
phone’s menu, back button, etc. as this will not
send the report). The only way to send the
report is to use the send icon from the touch
screen. Note: This icon will vary depending on
the type of phone (i.e. it may be an arrow, a
mail icon with an arrow underneath, etc).
• When sending, a report, all photos and videos will
be deleted from the device. If you wish to save a
copy of your report or send to additional
addresses, these addresses can be added at the
“TO:” line on the top of the review screen.
Steps to complete Field Product Report:
1. Dealership employee sees an issue with a GM
product and would like to submit a Product Report.
2. Employee opens the application and logs in using
their Global Connect ID.
3. Employee enters the last 8 digits of VIN (or full
VIN), Odometer, and Condition (as mandatory
fields).
Note: VIN confirmation and/or lookup from last 8 will
occur on final step prior to submission of report.
4. Has the ability to enter additional information
(Cause, Correction, RO#, TAC Case#, Part#).
Bulletin No.: 02-00-89-002N
5. Has the ability to add photo(s) or a video to help
describe the issue.
6. Employee then taps “Review/Email” to send
information to [email protected].
7. Employee sees confirmation of successful
submission.
3612901
PRODUCT REPORT
• VIN (last 8 lookup or full VIN - mandatory)
• Odometer (numbers - mandatory)
• Condition (text field - mandatory)
• Cause (text field)
• Correction (text field)
More Information expanded section
• Job Card # (text field)
• TAC Case # (text field)
• Part # (numbers - provide scan here)
• Photo (max number = 6)
• Video (max duration = 30 Seconds)
• Review/Email (send to email with confirmation;
potentially also copy sender’s email)
• Clear (clear current Product Report with
confirmation)
Even though we are providing a new method to submit
field product reports, they can still be submitted
electronically via email.
E-mail Field Product Report
•
•
•
Fill out the form located on GM GlobalConnect –
Service Workbench – Service Forms.
E-mail the form to
[email protected]. Include any
photos, videos or sound files.
For photo advice, please refer to the latest version
of Corporate Bulletin Number 07-00-89-036.
Bulletin No.: 02-00-89-002N
September, 2014
Page 3
Field Product Report – Form (U.S.)
Field product reports should be e-mailed with following
information. The form is also available on the
GlobalConnect, Service Tab, Service Forms page.
Field Product Report
VIN (All 17 Digits)
Mileage:
Condition:
Cause:
Correction:
Dealer BAC Code:
Dealer Name:
Dealer Address:
Dealer Contact Name:
Dealer E-mail Address:
Repair Order Number:
If Available — TAC Case#:
If Available — Part Number:
Digital Photos Available: ______ Yes ______ No
Parts Available: ______ Yes ______ No
E-mail All Product Reports to: [email protected]
** Include Photos, Videos or Sound if Applicable **
It is recommended that dealers make copies of the form above and supply all the information before submitting the report.
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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