16NA338

Bulletin No.:
Service Bulletin
Date:
16-NA-338
March, 2019
WARRANTY ADMINISTRATION
Subject:
Engine and Transmission Assembly Replacement and PQC Process
Models:
2005-2019 GM Passenger Cars and Light Duty Trucks (U.S. and Canada Only)
Product Quality Center (PQC) Contact
Information
•
•
•
•
Hours of Operation: Monday – Friday from
9:00 AM – 7:00 PM Eastern Time.
Email: [email protected].
Phone: 1-866-654-7654
Dealer Case Management (DCM): Dealers in the
U.S. are encouraged to initiate their PQC case
through GlobalConnect Dealer Case
Management. From the DCM home page, click on
“New PQC Case” found on the Technical
Assistance tab. During the second quarter of
2019, all U.S. Dealers will be required to use DCM
for PQC assistance.
•
•
Engine and Transmission Warranty
Assembly Replacement Policies
Applicable to All Dealers
•
•
Repair vs. Replace: Per GM Service Policies
and Procedures, dealers are to perform the most
cost economical repair when considering
assembly repair or replacement. Technicians must
document on the shop copy of the job card any
verified symptoms, the cause of failure and
any DTCs.
Assemblies Replaced for Customer
Satisfaction: There may be situations where an
assembly can be repaired for less cost than
replacement, but due to customer satisfaction
reasons an assembly replacement should be
considered. In these cases, dealer Service
Management must receive pre-approval from their
GM Representative.
– Dealers in the United States: Request
pre-approval through the Aftersales
Empowerment Portal on GlobalConnect.
– Dealers in Canada: Request pre-approval
through your District Manager (DM-CCSP).
Copyright 2019 General Motors LLC. All Rights Reserved.
•
•
Part Restrictions: ALL dealers are required to
contact the PQC for any assemblies currently on
restriction such as select transmissions, gasoline
and diesel engines or assemblies that are part of
an exchange program.
– Dealers in the United States: Contact the PQC
by opening a new case via Dealer Case
Management (DCM). From the DCM home
page, click on “New PQC Case” found on the
Technical Assistance tab.
– Dealers in Canada: Contact the PQC by email at
[email protected] or calling 1-866-654-7654.
Engine Calibration Verification: Complete the
engine calibration verifications prior to
disassembly or replacement per the following or
other applicable bulletins. Attach the completed
Calibration Verification Number (CVN) to the job
card and retain it in the vehicle history file.
– 09-06-04-026: V8 and HFV6 Gasoline Engines
– 17-NA-100: 2017 and newer Duramax® Diesel
L5P Engines
– 14-06-04-003: 2014-2016 Duramax® 6.6L
Turbocharged Diesel Engines
– 16-NA-325: 2.8 Duramax® Diesel Engines
Assembly Serial Numbers: Technicians should
document the serial numbers from the failed
assembly and the replacement assembly on the
job card. When submitting the transaction for
payment, the serial number of the failed assembly
must be included in the “Correction” field, and the
serial number of the new assembly must be
submitted in the assembly part number “Serial
Number” field.
Parts Return Requests: If an assembly is
requested by the Warranty Parts Center (WPC),
include all parts with your return. Clearly mark or
circle with a paint pen the area of concern on the
part such as a leak, crack, premature wear or
other defect. All fluids must be drained prior to
shipping. The engine oil filter must be drained of
oil, properly packaged and secured in a plastic
bag and attached to the engine assembly. Engine
and transmission assemblies must be
reassembled sufficiently to allow safe handling.
Page 2
•
•
March, 2019
Ensure the engine or transmission are securely
fastened to the shipping crate or shipping
container in order to prevent damage or injury
during shipment. The following must be attached
to the return shipping container:
– A legible copy of the shop copy of the job card
showing technician comments and containing
the serial number of both the failed assembly
being returned and the replacement assembly
being installed.
– A completed Calibration Verification Number
(as applicable).
– A completed Cost Comparison Worksheet
(United States – PQC Required dealers only;
Canada – All dealers).
Core Charges: Assemblies with core charges
must be retained for 72 hours beyond receipt of
the transaction Summary Report showing
transaction payment. If a WPC part return request
is not received within 72 hours, the core can be
shipped to the Core Return Center. Refer to the
WPC Bulletin 99-00-89-019: Global Warranty
Management (GWM) Warranty Parts Center
(WPC) Parts Return Program Information in SI.
PCC — United States Only: Dealers working with
the PCC to reimburse Independent Service
Centers (ISC) for assembly repairs must continue
to follow the existing PCC processes. Please refer
to Article 1.7 of the Service Policies and
Procedures Manual (General Information section)
for applicable policies.
Dealers Not Required to Contact
the PQC
•
•
Dealers not required by GM to contact the PQC
prior to engine or transmission assembly
replacement are still required to contact the PQC
for assemblies that are on Part Restriction or part
of a Part Exchange Program. Beginning in Q2 of
2019, United States Dealers are required to open
a New PQC Case via Dealer Case Management.
If it is determined that the most economical repair
is assembly replacement, dealers can proceed
with assembly replacement. It may be required to
route transactions to the Warranty Support Center
if the transaction exceeds allowed limits for the
Service Agent. Cost Comparison Worksheets are
not required to be attached to the transaction.
Dealers Required to Contact the PQC
Select dealers may be required to contact the PQC
prior to engine and/or assembly replacement. If they
are required, they will be notified by email from
“[email protected]” and/or their
Regional Representative. Dealers with any questions
concerning why they are required to call the PQC for
assembly replacement authorization should contact
their Field Warranty Manager (FWM), in Canada the
Bulletin No.: 16-NA-338
District Manager-Customer Care and Service Process
(DM-CCSP). The following policies are applicable to
dealers who are required to contact the PQC:
• Affected Repairs/Labor Operations: Global
Warranty Management (GWM) will identify
associated Labor Operations that require PQC
contact on the “Items Not Allowed” tab under
Analyze Warranty/View Service Agent Profile.
Scroll to the right within the chart to view effective
dates for the following labor operations:
– 4067490: Engine Replacement
– 4067510: Engine Assembly Replacement
– 8464670: Transmission Replacement
– 8441780: Transmission Replacement
• Cost Comparison Worksheets: Dealers must
complete the applicable Engine or Transmission
Cost Comparison Worksheet prior to replacement
and retain it in the vehicle history file. The
Worksheets can be found at:
– Dealers in the United States: GlobalConnect
Support tab > TAC-PQC category.
– Dealers in Canada: GlobalConnect Service tab
> Warranty Administration application >
Warranty Administration Forms.
• Assemblies Replaced for Customer
Satisfaction: After receiving pre-approval to
replace an assembly for customer satisfaction
from their GM Representative, dealers required to
contact the PQC should proceed as follows:
– Dealers in the United States: PQC contact is
NOT required in this case. Once approved,
proceed with the repairs and submit the
transaction, attaching the approved
Empowerment Portal request.
– Dealers in Canada: Dealers must still contact
the PQC after approval from their DM-CCSP.
Dealers should advise the PQC of the
authorization received, and be prepared to
provide diagnostic information as well as a
completed Cost Comparison Worksheet.
Dealers Required to Contact the PQC —
PQC Process
The following is a step by step process for dealers
required to contact the PQC prior to assembly
replacement:
1. If an engine “noise” is involved, the technician
should attempt to capture that noise on a
30 second Sound File prior to disassembling the
engine.
2. Complete the disassembly and diagnosis.
3. Complete the Cost Comparison Worksheet.
Accurate repair vs. replacement cost estimates
(include the markups) are essential for prompt
handling of your PQC case.
Bulletin No.: 16-NA-338
March, 2019
If an assembly is replaced per direction from TAC
due to a known product issue, or per authorization
from a Brand Quality Manager (BQM) or a Field
Service Engineer (FSE), complete all of the
information at the top of the Cost Comparison
Worksheet, documenting the TAC case
(if applicable) and/or BQM or FSE involvement
(if applicable). In the Cost Comparison section,
estimates for “Repair” do not need to be
completed. Complete the costs associated with the
replacement of the assembly only.
4. If diagnosis and cost analysis indicate a need for
assembly replacement, then the PQC must be
contacted prior to assembly replacement.
• United States Dealers Only. Perform the
following:
– Contact the PQC by opening a new case via
Dealer Case Management (DCM). From the
DCM home page, click on “New PQC Case”
found on the Technical Assistance tab.
Note: Alternately, dealers can email the PQC at
[email protected] until DCM use is required beginning in
Q2 of 2019.
– Provide all required information. Be prepared to
include the following information: job card
number, VIN, mileage, how many times the
vehicle has been in for the concern, and number
of days down. Additional comments should
include if there are any vehicle alterations or
aftermarket parts, and if the concern has been
duplicated by your dealership.
– Once you have saved the information, a case
number will be created. Note the case number on
the job card.
– Once the case is created, click on the case
number to open it and attach the completed Cost
Comparison Worksheet.
– Attach pictures (.jpg files) showing the point of
failure. This is not required for assemblies on
part restriction or part of an exchange program.
– Attach any engine noise sound files captured as
part of Step 1. This is not required for assemblies
on part restriction or part of an exchange
program.
Page 3
• Canada Dealers Only. Perform the following:
– Email to PQC at [email protected]. Include your
BAC, job card number, VIN, mileage and an
explanation in the email of why an assembly
replacement is necessary.
– Attach the completed Cost Comparison
Worksheet.
– Attach pictures (.jpg files) showing the point of
failure. This is not required for assemblies on
part restriction or part of an exchange program.
– Attach any engine noise sound files captured as
part of Step 1. This is not required for assemblies
on part restriction or part of an exchange
program.
5. The PQC and TAC will review the case to
determine if an assembly replacement is
appropriate. To submit additional information or
follow up on a case, call the PQC at
1-866-654-7654. Be prepared to provide the PQC
the case number (if available) and your BAC code.
– If the assembly replacement is not agreed to,
then proceed with repair of the assembly.
– If the engine or transmission assembly
replacement is agreed to based on information
provided by the Dealer Service Personnel, then
proceed with the replacement.
– Once a determination to repair or replace has
been made, further calls/emails to the PQC are
not necessary.
6. When submitting the engine or transmission
assembly replacement transaction, follow these
steps:
6.1. Scan the shop copy of the job card and attach
it to the transaction.
6.2. Scan the completed Cost Comparison
Worksheet and attach it to the transaction.
6.3. Route the transaction for GM authorization
(H route) to the Warranty Support
Center (WSC) for processing.
Important: Agreement from TAC or PQC (based on
the information provided by the Dealer Service
Personnel) to replace an assembly does not
constitute final determination that the transaction
meets all Service Policy and Procedure
requirements. General Motors reserves the right to
audit the transaction, consistent with applicable
law, to ensure compliance with applicable Service
Policies and Procedures.
Page 4
March, 2019
Bulletin No.: 16-NA-338
Version Information
Version
4
Modified
October 7, 2016 – Changes made to 02–07–30–029Z to create 16-NA-338 Version 1:
Updated the information and the GlobalConnect Service Forms graphic.
February 21, 2017 – Removed the Supersede statement, the Service Agent Notification
section, the Table of Contents, the Transfer Case information, the GlobalConnect Service
Forms graphic and the Submit to PQC Instructions section. Then updated the information
and add a Version Information section.
February 27, 2018 – Added the 2019 Model Year, make the Subject concise, clarify
certain portions of the text and change District Manager Aftersales (DMA) to Field
Warranty Manager (FWM).
February 28, 2019 – Added Model Years 2005-2009, revised the Subject, updated the
location of the Cost Comparison Worksheet, and updated all Sections of the Bulletin so it
provides complete PQC Process information for Dealers required to contact the PQC and
Dealers not required to contact the PQC.
Trademark Footnotes
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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