080089014D

Service Bulletin
Bulletin No.:
08-00-89-014D
Date:
February, 2019
INFORMATION
Subject:
Use of Dealer Case Management (DCM) and Technician Preparedness for Contacting
U.S. Technical Assistance (TAC)
Models:
2019 and Prior GM Passenger Cars and Light/Medium Duty Trucks
Attention: This bulletin pertains to the U.S. — Technical Assistance Center. Service Managers /
Directors — It is important that the following information is reviewed with all
Technicians.
This Bulletin has been revised to add additional information to the Dealer Case Management
(DCM) resources section. Please discard Corporate Bulletin Number 08-00-89-014C.
This bulletin should be used in conjunction with the
following documents:
• Dealer Case Management (DCM) resources:
• How to Create a TAC Case with Dealer Case
Management
• Dealer Case Management How to Videos
• Dealer Case Management Home
• When using DCM always use Chrome as your
web browser
• How to search for Resolutions VINs. – future
release
• “Being Prepared" - Article 4.1.1 of the TAC section
of the Service Policy and Procedure Manual.
Technician preparedness is vital to provide
accurate diagnosis and recommendations for
repair. The following information will be
REQUIRED when starting your TAC Case via
Dealer Case Management (DCM):
1. Have a completed work order including VIN
and details about the customer’s concern.
2. Be aware of the total amount of days down
and times in for the current concern.
3. Understand and attempt to duplicate the
customer’s concern prior to contacting TAC.
• Include in detail the customer’s concern
and what has been done to try and fix the
customers concern.
4. Have all DTCs recorded and diagnosed
including all values and measurements
before contacting TAC (i.e. Voltages,
resistance, pressures, scan tool values, etc).
Include these values in your DCM entry.
• If applicable, please attach Session logs to
the case in DCM.
Copyright 2019 General Motors LLC. All Rights Reserved.
5.
⇒
•
•
⇒
⇒
⇒
Search SI; including all published diagnostic
documents, flow charts, bulletins and PIs
prior to contacting TAC. Be prepared to
discuss the most relevant SI documents, and
note these SI document numbers you have
utilized in your DCM entry.
6. Below are examples of NOT being prepared
and will no longer be acceptable:
• Technician cannot provide a VIN, R.O. #,
mileage, # of times in or days down etc.
• Specifications or readings are only
referenced as “good” or “ok”
Provide specific values
• Technician states “I only need a case
number”
The use of Strategy Based Diagnosis, and being
prepared with the items above will greatly assist
TAC in providing the best possible repair
recommendation.
It is important that technicians complete the steps
of Strategy Based Diagnosis PRIOR to contacting
Technical Assistance. Refer to the General
Information section in Service Information (SI) to
understand and verify the customer complaint.
Key Steps to Strategy Based Diagnosis:
• Understand and verify the customer complaint.
• Verify that the vehicle is operating as designed.
• Perform the following preliminary checks:
A visual inspection.
Retrieve and record all diagnostic trouble codes.
Review the service history of the vehicle for repeat
repair and clues.
• Follow published diagnostic system checks.
Page 2
•
February, 2019
• Check for bulletins, recalls and Preliminary
Information (PIs).
• Diagnosis of DTCs.
• Isolate the root cause.
• “Strategy Based Diagnosis”
Bulletin 01-00-89-010 — Comeback Prevention
Information and Using (CCVS)
• Customer Concern Verification
• Comeback Prevention
•
•
•
•
Bulletin No.: 08-00-89-014D
Technical Assistance Form
Strategy Based Diagnostics
Intermittent Concern Diagnostics
Repeat Repair Log
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