990089019R

Bulletin No.:
Service Bulletin
Date:
99-00-89-019R
August, 2019
INFORMATION
Subject:
Global Warranty Management (GWM) Warranty Parts Center (WPC) Parts Return
Program Information
Models:
2020 and Prior GM Passenger Cars and Trucks (U.S. and Canada)
Attention: Parts Managers, Service Managers, and Warranty Administrators
This Bulletin has been revised to add the 2020 Model Year and update information under
sections H. Shipping Process for Non-Hazardous Parts: U.S. Only and J. Shipping Process
for Hazardous Parts: U.S. Only. Please discard Corporate Bulletin Number 99-00-89-019Q.
Table of Contents
1. Warranty Parts Center (WPC) Process Overview
and Introduction
2. Parts Retention
3. Documentation Requirements
4. Service Agent Requirements
5. Understanding Service Agent Notifications,
Feedbacks, and Debits
Appendix
A. Global Warranty Management - System Access and
Training
B. Using Global Warranty Management
C. Understanding Service Agent Notifications
D. Accessing Service Agent Summary Details
E. Shipping of Parts and Safety Protocol
F. Parts Preparation – Regular and Special Part
Requests Non-Hazardous Materials: U.S. and Canada
G. Parts Preparation - Regular Part Requests
Hazardous Materials: U.S. Only
H. Shipping Process for Non-Hazardous Parts:
U.S. Only
I. Shipping Process for Non-Hazardous Parts:
Canada Only
J. Shipping Process for Hazardous Parts: U.S. Only
K. Shipping Process for Document Only Requests: U.S.
and Canada
L. Shipping Process for Special Part Request Expedited Overnight Shipping: U.S. Only
M. New Model Exchange Program Parts
N. Exchange Program for Electronic Products
O. Tire Warranty Transactions
P. Out of Warranty Part Return Requests - Engineering
Investigation
Copyright 2019 General Motors LLC. All Rights Reserved.
Q. WPC Return Reimbursement - Administrative
Allowance Postage and Core
R. Accessing WPC Forms: U.S. and Canada
S. FAQs - U.S. Dealers
T. FAQs - Canadian Dealers
1. Warranty Parts Center (WPC)
Process Overview and Introduction
The GM WPC process is the common method used to
obtain parts replaced at Service Agents to better
understand and help resolve product issues. The WPC
will issue specific part return requests to Service
Agents through the Global Warranty Management
(GWM) system to obtain the desired parts. The Service
Agent must return the requested parts to the WPC
within 21 days. At GM, there is a continued focus on
product quality, fast issue identification, root cause
determination, correction and containment.
Returned parts are analyzed to determine the root
cause of the issue. These parts are analyzed by the
key stakeholders including Brand Quality, Engineering,
Suppliers, Production Plant, Assembly Plant and
Quality Management personnel.
Common Terms:
To become familiar with the terminology, review the
common terms below and their respective meanings:
• Service Agent = Retailer / Dealer / Dealership
• Job Card = Repair Order / Customer Service
Order
• Transaction = Warranty Claim
• Transaction Number = Request Number / Claim
Number
• Business Unit = GM US, GM Canada
• Part Return Flag = A part requested by the WPC
through GWM
Page 2
August, 2019
•
Required Parts = ALL parts replaced as part of a
transaction line.
• Require Documents = All documents as required
per General Motors Policies and Procedures.
These include but not limited to: Cost
Comparisons, battery test results, job cards (shop
copy), and TAC/PQC information.
Note: Warranty Operations is removing the
requirement for dealers to complete and retain the Cost
Comparison Worksheet. Only PQC required dealers
will still be required to provide this.
•
•
•
•
•
Completed Job Card = A detailed complaint,
cause and correction. See Article 3.2 of the
Service Policies and Procedures Manual for
requirements applicable to these portions of the
job card.
Causal Part = The part that caused the failure
determined by root cause analysis
Feedback = Information provided to a Service
Agent for: 1.) Information only or 2.) A claim that
will be debited.
GWM = Global Warranty Management System
Core Center = Hollingsworth
2. Parts Retention
ALL warranty failed parts must be retained for a
minimum of 15 days in the U.S. (7 days in Canada)
from the Transaction payment/process date before
scrapping, unless ONE of the following occurs:
• A Part Return Request is received via notification
on the Service Agent’s Global Warranty main
page (most common), and/or by fax or e-mail in
rare situations pertaining to launch exchanges
• A Special Part Return Request is received either
via notification on the Service Agent’s Global
Warranty main page (most common), and/or by
fax or e-mail in rare situations pertaining to launch
exchanges
• A part that has a core charge needs only be
retained for 72 hours from the transaction
payment/process date before returning to the core
return center with the exception of the Electronic
Service Center (ESC) parts, which can be sent
back to the ESC immediately after replacement.
• Parts are scrapped by a GM representative
• Parts are taken from the Service Agent per the
direction of a person listed on the Special Part
Request and a completed Special Part Request
was provided
• Service Agent is a Certified Elite Dealer (USA only
- see below)
If the part is past the retention period and/or none of the
above apply, parts must be scrapped/destroyed locally
so they can never enter commerce. Parts with core
charges should be returned to the appropriate core
return center. Under NO CIRCUMSTANCES are
warranty/policy parts to be sold for salvage value or
installed on ANY vehicle sold at retail, wholesale or
salvage, or used in ANY other application.
Bulletin No.: 99-00-89-019R
Certified Elite Service Agents - United States Only
Elite Service Agents should refer to their “Certified
Elite” letter, they received regarding exceptional
performance in certain Fixed Operations metrics.
3. Documentation Requirements
Job Card Information is critical to analyzing product
issues. The more detail that is included the better the
results.
Use the following documentation guidelines to help
expedite the review process, identify issues faster and
reduce the likelihood of receiving a Service Agent debit.
Provide all of the following if applicable.
• Accurate and detailed information regarding the
customer complaint.
• List ALL dealer technician comments regarding
the root cause of failure with document ID
numbers, test results, diagnostic trouble codes,
TAC case number, assembly serial numbers,
measurements, etc.
• Any characteristics or symptoms of the fault that
were observed.
• Operating conditions that were observed when the
fault occurred such as: Scan Tool Data Snapshot
information, weather, temperature and altitude.
• Attach Scan Tool Data Printout / Snapshot,
diagnostic worksheets and all substantiating
service documents with the Job Card that is
returned with the part. Also include the TAC and/or
PQC case numbers.
• Any required documents (shop copy of completed
job cards, diagnostic worksheets, etc.) per
General Motors Policies and Procedures Article
3.3.2 Supporting Documentation.
Provide any documentation regarding GM
representative involvement such as the Field Service
Engineer, Brand Quality Manager, District Manager
Aftersales/District Manager Combined (DMA/DMC), or
in Canada the District Manager - Customer Care and
Service Process.
4. Service Agent Requirements
The GWM system matches the Part Return Requests’
criteria with warranty transactions from performed
repairs and administers part return flags on your GWM
Main page. All Part Return Requests are transmitted
daily when the transactions are paid. “Special Part
Return Requests” may not occur at the time of the
transaction payment.
• To ensure the Service Agent is returning the parts/
documents in a timely manner, the Service Agent
must be able to substantiate shipment within
10 days from the WPC part return required date.
• Special Part Return Requests (USA only) also
fall under the 10 day return requirement. In
Canada the Special Parts Request Process is
not available. If a part in Canada is critically
required, contact [email protected] to
make your request.
Bulletin No.: 99-00-89-019R
•
•
•
•
August, 2019
If the Service Agent fails to return all of the parts/
documents or the WPC does not receive them
within the 21 days, the claim will be subject to a
debit.
• If required documents are missing and all the
parts were received, the WPC status in GWM
will be updated to show “Received – Missing
Required Parts/Documents” so it is imperative
the Service Agent reviews status in GWM on a
daily basis.
• To prevent this issue from occurring, the
Service Agent is required to attach all required
documents in GWM.
• The following are applicable to Special Parts
Return Request (USA only): incorrect parts,
incomplete returns, missing supporting
documents (i.e. job card)
If the Service Agent did their due diligence in
returning ALL the parts (shipped within 10 days of
notification), and the part was not received within
21 days due to a transportation issue which
resulted in a pending debit, the Service Agent:
• Needs to review all the documents to ensure
they support the contention it was a
transportation issue.
• Needs to send all supporting shipping
documents (Bill of Lading, PC302C – Canada
only, tracking number, request/transaction
number, etc.) along with the attached Form A
(in GlobalConnect under Service Forms) to the
Warranty Parts Center at
[email protected].
• Form A MUST be received by the WPC within
21 days from the WPC Part Required
Request date.
• If it is validated as a shipping issue, the WPC
will suspend the debits for the shipping issues.
If it was not a shipping issue, a debit will be
issued.
If the Service Agent returned the core to the Core
Center - In order to receive consideration for the
claim not being debited, it is the Service Agent’s
responsibility to:
• Contact the Core Center and attempt to have
part sent to the WPC.
• Incur the shipping costs.
• Parts not received by the due date will be
subject to debit.
If the Service Agent experienced a catastrophic
event (Acts of Nature, or insurance related events
that prevent a Service Agent from returning parts)
they need to complete Form B in the Appendix
section, and contact their DMA/DMC (U.S.) or
DMCCSP (Canada) immediately for escalation to
the regional office.
Page 3
•
If the Service Agent returned the incorrect part to
the WPC the following process needs to be
followed. This is, if and only if, the WPC can
receive the correct part within the 21 days:
• Contact the WPC to see if the incorrect part
has already been inspected. If so, the inspector
may not want the correct part returned and the
debit will stand.
• Ensure the original request/transaction number
and documents/parts are included in the
shipment. The WPC is not responsible for
traceability of any parts/documents.
• The correct part must be received by the WPC
within the 21 days.
• If the incorrect parts were received, the WPC
status in GWM will be updated to show
“Received – Missing Required Parts/
Documents” so it is imperative the Service
Agent reviews status in GWM on a daily basis.
When the GWM Part Return Required Request cannot
be fulfilled for a number of reasons such as: The repair
was an adjustment, fluid-add only, the part was missing
when the vehicle was presented by the customer, or
there is a valid reason why the Service Agent cannot
return a part, the following actions MUST BE
performed:
• Service Agent must ensure the correct labor code
was utilized
• For Fluid Only or No Part on Transaction to return,
e-mail the completed WPC Parts Waiver form to
your designated Warranty Support Specialist at
the Warranty Support Center.
Safety
Safety is considered to be a foundational commitment
by General Motors and it is never to be compromised. It
is imperative each and every Service Agent follows
federal, state, local, and General Motors shipping
policies.
Hazmat (U.S. ONLY)
• If a Service Agent is found in violation of
Dangerous Goods shipping protocol for any
reason, the claim will be debited. A person who
knowingly violates a requirement of the Federal
Hazardous Material Transportation Law is liable
for a civil penalty of up to $78,376 for each
violation or not more than five years in jail or both.
Each day of the violation constitutes a separate
offense.
• Service Agents must follow the Hazmat shipping.
Page 4
August, 2019
Hazmat/Dangerous Goods (Canada ONLY)
• WPC will not request “Hazardous/Dangerous
Goods” such as airbags, seatbelt pretensioners
and batteries. Assemblies and components
containing fluids should be completely drained,
shipping plugs reinstalled and properly packaged
to prevent fluid leakage during shipment.
Canadian Service Agents should contact Warranty
Parts Centre if they receive a WPC request for
parts classified as “Hazardous/Dangerous
Goods.” Transportation of Dangerous Goods
regulations must be followed. Persons violating
Transportation of Dangerous Goods regulations
are subject to fines and/or imprisonment.
Note: When printing out the WPC shipping label, the
label might indicate that it is not hazardous. That
indicator is based on a new or unused part. Any part
that comes in contact with flammable liquid (i.e. fuel) is
considered a hazardous material.
Example: If a fuel line received from the parts
warehouse is considered new and unused, it is not
considered a hazmat material. However, if the
same part has been installed in a vehicle and has
been in contact with a flammable liquid (i.e. fuel), it
is now considered a hazardous material and
should be shipped under the 49 CFR Hazardous
Material Regulations and sent via central
transport.
Non-Hazmat/Non-Dangerous Goods (U.S. and
Canada)
• When it is feasible, it is highly recommended the
parts be returned in their original packaging.
• Properly protect and package all returned parts in
original CCA packaging so they are not damaged
when received at the WPC. All parts should be
returned to the Warranty Parts Center in original
packaging. For example, with an engine
assembly, the pallet and cardboard box are both
necessary. Service Agents will be debited $100 or
the entire amount of the transaction (depending on
the safety situation) for failure to return in a crate/
box/container.
• ONLY use boxes WITHOUT hazardous material
marking and labeling to return Non-hazardous
material parts. Incorrect usage of these boxes can
cause delay in receiving at the WPC, and may
result in the transaction being debited.
• Parts containing or soaked by fluids, such as oil,
MUST be thoroughly drained, wiped clean and
placed in an appropriate packing container and
securely packaged to prevent leakage or
contamination. Transfer all caps and plugs from
the new part to the replaced part before shipping.
If parts are received at the WPC with fluids such
as oil or fuel, the part WILL NOT be accepted as
“Received” and the transaction will be debited.
• Service agents will be fully debited by General
Motors for the entire warranty claim each and
every time there is a violation of Hazardous
Material/Dangerous Goods Transportation
legislation.
• Transactions will be debited if the requested core
parts are not returned to the WPC.
Bulletin No.: 99-00-89-019R
5. Understanding Service Agent
Notifications, Feedbacks and Debits
Brand Quality Managers and engineers inspect the
returned components for quality issues. If during their
inspections they find:
• The part/component was found to be defective:
• The part will be scrapped or if it has a core it
will be sent to the Core Center.
• The part/component was found not to be
defective:
• A feedback and debit will be issued.
• Not all parts or documents (Cost Comparison for
any assembly replacement from dealers required
to contact the PQC, completed shop copy of job
cards, diagnostic information, etc.) were returned:
• A feedback and debit will be issued.
• The job card did not contain the Complaint,
Cause, and Correction information as required by
GM Service Policies and Procedures to
substantiate the repair. Vague comments such as,
“broken”, or “customer satisfaction”, are not
acceptable as they do not contain specific root
cause or correction information to substantiate the
repair.
• A feedback and debit will be issued.
• The shop copy of the job card did not contain all
dealer technician comments regarding the root
cause of failure with document ID numbers, test
results, diagnostic trouble codes, TAC case
number, assembly serial numbers,
measurements, etc.
• A feedback and debit will be issued.
• The shop copy of the job card is not compliant per
General Motors Service Policies and Procedures.
• A feedback and debit will be issued.
Automatic Debit Process
The auto-debit feature verifies entered criteria to
determine if and when to automatically debit a
Transaction that GM had credited.
The auto-debit events are classified into the following
categories:
Post Inspection
When an inspection of the part(s) determines them to
be non-defective, this will result in the Transaction
Status being changed to: Inspected - Non-defective.
Transactions will remain in Inspected - Non-defective
status for less than 24 hours.
Bulletin No.: 99-00-89-019R
August, 2019
Debits - Post Part Inspection - Pending Debit
After 24 hours, the transaction will change from
Inspected – Non-defective status, to: Pending Debit
status and can remain in this status for 15 Days. During
this period, if the Service Agent:
• Disagrees with the inspection findings (use Form
C in GlobalConnect Service Forms section):
• The Service Agent has 15 days from date of
feedback to submit a request for a review.
• The Service Agent can escalate the issue by
completing Form C and sending it to the
Regional Warranty Department.
• If the Service Agent does not request a review
of the feedback within the 15 days, on day 16
the part status will automatically be changed
to: Debited, and the total transaction amount
will be debited.
• Accepts the inspection findings:
• The Service Agent can request to have the
parts/components returned to them.
• The request must be made during the
15 day Pending Debit status.
• The Service Agent must provide the WPC
with the name of the shipping carrier and an
account number to charge the shipping cost.
Instructions on how to request the part back
can be found in the: Test Results - Comment
section of the transaction in GWM.
• If you would like your part returned, email
your request for return to
[email protected] and
include your GWM transaction number in the
subject line. Please contact us before you
make any shipping arrangements. Parts are
only returned if the claim is at debit status.
Unclaimed parts are sent to scrap 15 days
after the claim has been debited.
• If the Service Agent does not want the parts
returned to them:
• If the part has a core, the WPC will debit the
transaction minus the core amount, and the
core will be sent to the Core Center on the
16th day.
• If the part does not have a core, the part will be
scrapped on the 16th day.
• Debits for parts or documents not returned:
• The Service Agent has 15 days from the date
of the debit to request to have the part(s)
returned. The Service Agent must send an
email to: [email protected] for
the request to be accepted.
• The Service Agent must provide the WPC with
the name of the shipping carrier and an
account number to charge the shipping cost.
Instructions on how to request the part back
can be found in the: Test Results - Comment
section of the transaction in GWM.
Notice: Regional Warranty Personnel may change the
Pending Debit Status to Debited at any time.
Page 5
Appendix Global Warranty
Management, Shipping Protocol, Forms
and WPC Information
A. Global Warranty Management - System
Access
•
•
Service Agents must have access to GM
GlobalConnect to log in to the Global Warranty
Management (GWM) system.
Information may not display correctly if using
certain web browser types not recommended or
supported by GM.
B. Using Global Warranty Management
The GWM system matches the Part Return Requests’
criteria with warranty transactions from performed
repairs and administers part return flags on your GWM
Main page. All Part Return Requests are transmitted
daily when the transactions are paid. “Special Part
Return Requests” may not occur at the time of the
transaction payment.
• Log in to GWM daily to check for and process part
return requests.
Once a transaction has been “flagged” for Parts Return,
it appears in the Notifications box in GWM awaiting
Service Agent action.
C. Understanding Service Agent Notifications
U.S. Dealers: The notification box, on the main page,
will be added to reflect the following:
• Status Orange – Special Requests
• The green status color means the Required Parts
Return request was sent to the Service Agent. The
green status will remain for 3 days in GWM from
the date the request was sent to the Service
Agent.
• On the 4th day, after the Required Parts Return
request was sent to the Service Agent, the status
will show “Pending Debit” if the required parts/
documents have still not been received by the
WPC. This is a reminder the Service Agent must
return the parts/documents so the WPC receives
them within the 21 day period required by GM
policy.
• After the 21st day, the transaction will be debited
accordingly.
Page 6
August, 2019
Bulletin No.: 99-00-89-019R
D. Accessing Service Agent Summary Details
There are two methods to retrieve part requests
from GWM.
1. Accessing Summary details through the GWM
Notification box on the Main page
4069862
The Notifications box in GWM main page has four color
codes:
• Special Part Return Requests are in the ORANGE
bar (U.S. only) and should be processed as
urgently.
• Regular Parts requests in GREEN = WPC Part
Return Request is 0-3 days old.
• Regular Parts request in YELLOW = WPC Part
Return Request will have an over lapse with Red
on 4th day.
• Regular Parts requests in RED = WPC Part
Return Request is 4-21 days old.
• After 21 days the status will drop in to the Pending
Debit status and the claim will be debited by WPC.
This is why it’s very important to review the Part
Return Notification boxes daily.
Canada Dealers: In Canada, the Notifications box in
GWM main page has four color codes:
• Special Part Return Requests are in the ORANGE
bar (U.S. only)
• Regular Parts requests in GREEN = WPC Part
Return Request is 0-7 days old
• Regular Parts request in YELLOW = WPC Part
Return Request is 8-15 days old
• Regular Parts requests in RED = WPC Part
Return Request is 16-21 days old
• After 21 days the status will drop in to the Pending
Debit status and will be debited within 24 hours if
the part is not returned to the WPC. This is why it’s
very important to review the Part Return
Notification boxes daily.
4069896
Click on any number greater than 0 in the green in
color, these are the new Parts Return or Document
Return Requests that will need to be processed.
4069933
You will be brought to the Transaction Search
Results screen which will display the involved
transactions for your Service Agent. Clicking on
the transaction number link takes the user directly
to the transaction detail for the part or document
being requested.
Bulletin No.: 99-00-89-019R
August, 2019
Page 7
In most cases fluids are not to be returned. If fluids
are requested, the dealer would be advised via
special instruction in advance of the repair.
4070005
In the transaction search results you will see the
information for the warranty claim and the part or
document being requested. Note the job card
number, the VIN and the part or document being
requested.
By clicking on the “Net Item Labor Parts” tab, this
will display the parts paid on the transaction.
Return ALL parts listed except any fluids or
chemicals. If there are parts listed but unable to be
returned (e.g. fluid only, part missing when vehicle
came in, or labor only), you must submit a Parts
Waiver Form to your Warranty Support Specialist
(1-866-446-2900).
If there are no parts listed, see the section in this
bulletin that refers to “Document Only” requests. If
the part(s) being requested are tires or ESC parts
and have already been sent back to the
manufacturer or ESC, please contact WPC
customer service at 248-371-9901
4070109
Click on the “Transaction Detail” tab to obtain your
shipping label and WPC documents.
4070125
Fill in the contact name of the person sending
the part.
4070084
Page 8
August, 2019
Bulletin No.: 99-00-89-019R
below for various shipment options. NOTE: For
Service Agents in Canada, items classified as
“Dangerous Goods” should not be returned. All
other shipments are returned via the servicing PDC
regardless of weight.
4070198
Click “Save and Print”
4070287
2. You can also access your open part return
requests through the “Prepare Parts Return” Tab
on the main page of GWM.
5193019
Note: When printing out the WPC shipping label, the
label might indicate that the part is not hazardous as
shown in the display picture. That indicator is based on
a new or unused part. Any part that comes in contact
with flammable liquid (i.e. fuel) is considered a
hazardous material. Please review the shipping label
carefully before any part is shipped.
Example: If a fuel line received from the parts
warehouse is considered new and unused, it is not
considered a hazmat material. However, if the
same part has been installed in a vehicle and has
been in contact with a flammable liquid (i.e. fuel), it
is now considered a hazardous material and
should be shipped under the 49 CFR Hazardous
Material Regulations and sent via central transport
(US Dealers).
A pop up box will come up to allow you to select
the method of shipment based on the size, weight
and hazmat status. See shipping instructions
4070369
•
•
•
•
From the “Prepare Parts Return” tab, click on:
“Review Service Agent Open Parts Return
Requests” link.
When the Service Agent Summary screen
appears, look for numbers in the following
categories:
Part Return Required
Part Return Requested
Document Return Required
Document Return Requested
Bulletin No.: 99-00-89-019R
August, 2019
4056870
You can shorten or lengthen the time span of the
history view by clicking on the drop box next to the
months. By clicking on the number in the column you
can access the Transaction Detail as you would
through the GWM Notification box.
• (DM-CCSP).
4070380
• GWM parts request transaction label.
Important: This single page is the only page that must
be printed from GWM and sent back with the part and
the Job Card and its supporting documents.
Page 9
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Bulletin No.: 99-00-89-019R
4070387
E. Shipping of Parts and Safety Protocol
Safety is a foundational commitment to General Motors
and is never to be compromised. Service Agents must
follow the shipping and safety protocol in accordance
with federal regulations and the following sections.
Identity Confidentiality of Consumers
• Consumer personal data/information privacy is
very important to the company and our customers.
When sending supporting documents to the
Warranty Parts Center such as transaction
documents, all information containing customer
personal data is to be handled in accordance with
all applicable privacy laws, rules, and regulations,
Consumer Privacy Law, Employee Privacy and
Employer Compliance, Health Insurance
Portability Accountability Act and
Gramm-Leach-Bliley Act Privacy and Security.
• To help with the privacy of customer personal
data, dealers will not provide customer personal
data information in the transaction documents
including but without limitation to:
Name
Street/Mailing Address
Date of Birth
Social Security Number
Credit/Debit Card Information
Contact Information
• Customer personal data can be removed from
transaction documents several ways: using
appropriate colored markers and applying it over
the data, cutting out the information from
transaction documents, and any other appropriate
methods applicable.
• The 1998 Identity Theft and Assumption
Deterrence Act, which amended Title 18, U.S.
Code, Section 1028 to make it a federal crime to
“knowingly transfer or use, without lawful authority,
a means of identification of another person with
the intent to commit, or to aid or abet, any unlawful
activity that constitutes a violation of federal law,
or that constitutes a felony under any applicable
state or local law.”
Source: https://www.ovc.gov/pubs/ID_theft/
idtheftlaws.html
F. Parts Preparation - Regular and Special
Parts Requests Non - Hazardous Materials U.S.
and Canada:
Note: When printing out the WPC shipping label, the
label might indicate that it is not hazardous. That
indicator is based on a new or unused part. Any part
that comes in contact with flammable liquid (i.e. fuel) is
considered a hazardous material.
Example: If a fuel line received from the parts
warehouse is considered new and unused, it is not
considered a hazmat material. However, if the same
part has been installed in a vehicle and has been in
contact with a flammable liquid (i.e. fuel), it is now
considered a hazardous material and should be
shipped under the 49 CFR Hazardous Material
Regulations and sent via central transport (US
Dealers).
Note: For Service Agents in Canada, items classified
as “Dangerous Goods” should not be returned. All other
shipments are returned via the servicing PDC
regardless of weight.
Please follow these guidelines when returning parts:
• Clearly mark or circle with a paint pen the area of
concern on the part such as a leak, crack,
premature wear or defect. The area of defect
should be clearly marked and not defaced so the
area of concern is easily identified.
• The request being made is for the actual failed
part, do not send a similar or new part.
• Do not remove any pieces from the part being
sent back.
Bulletin No.: 99-00-89-019R
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Tag parts in an area that will not damage the part
being sent back. For example: Do not wrap a
metal tag wire around wiper blade inserts. Do not
apply tape around door seals. Do not stick
moldings together.
All parts related to the repair procedure covered
by the labor operation on the part return request
should be returned together. For example, a
transaction for labor operation T5603, replace 8
injectors, would result in 8 injectors returned under
one part return request.
All parts related to the specific labor operation
being requested should be bundled together and
shipped in one box.
Do not send multiple requests in the same box.
Ship each individual request in a separate box
with its unique GWM Shipping label affixed on the
top of the box and on one outward facing side.
Include inside the package the GWM Parts Return
"Shipping Label”, Job Card with technician
comments, and other related documentation to
allow parts to be successfully routed and
analyzed.
The Service Agent should highlight the
Transaction Number and place the folded
documentation in the plastic packing bag with the
highlighted Transaction Number facing outward.
This process will assist the WPC in handling and
crediting the Service Agent for returning the part in
a timely manner. The bag containing all
documentation must be securely attached to the
appropriate part. Plastic packing bags are
available for the protection of the documentation
to be included with the parts, consisting of legible
copies or hard copy of the Job Card and the WPC
Request/shipping label). When additional plastic
bags are needed, U.S. Service Agents should
complete the Material Request form: WPC005 and
fax it to the WPC at (248) 371-9005 OR via e-mail
to [email protected]. Refer to
Form WPC005 at the end of this bulletin or on GM
GlobalConnect.
Whenever possible, the container from the new/
replacement part should be used for the return of
the failed part. All previous labeling on the box
should be removed or covered prior to re-use.
Leaving a prior shipping label exposed can cause
errors in shipping.
Use only clean dry boxes to return parts - boxes
that have absorbed oil or other fluids should not
be used to return parts to the WPC. Be sure to
package parts to avoid damage during shipping bubble wrap or other protective packing materials
may be needed. Parts must not be shipped loose.
It is important that parts arrive at the WPC in the
same condition that they were in when removed
from the vehicle.
Page 11
Engines
Engines that have been run or “hot tested” (i.e. had fuel
in them) are considered hazardous material or
dangerous goods. Therefore, if the Service Agent is
contacted to return an engine, they should ensure the
following preparation:
• Drain ALL FLUIDS
• Transfer all shipping plugs from the service engine
to the returning engines, or cover open cavities
with tape.
• Lower the engine into a plastic bag to ensure
capture of any residual fluid leakage, place a
drainage mat onto the base of the original service
engine shipping container (box or pod), and place
the bagged engine into the original service engine
shipping container.
• Bolt and strap the engine to the supporting pallet
and cover with the appropriate lid.
• Attach all corresponding documentation outlined
above in the section titled preparing / packaging
parts for shipping.
Note: Engines returned exactly in this manner, will
NOT require any additional or special hazardous
material packaging or labels (unless shipped by aircraft
or shipped in Canada). Reference: US DOT 49 CFR
173.220 and Transportation of Dangerous Goods
Regulations, Schedule 1 (UN3528) and Schedule 2
(special Condition 96) (Canada).
G. Parts Preparation - Regular Parts Request
Hazardous Materials: U.S. only
Please follow these guidelines when preparing to return
hazardous parts:
Some common automotive hazardous material
examples include items such as: air bags, seat belt
pretensioners, brake boosters, compressed gas shocks
and lifts, batteries (including lithium ion and lithium
metal batteries), paint, adhesives, solvents, hazardous
waste, and any part that comes in contact with
flammable liquid (i.e. fuel). (The list is not all inclusive,
refer to 49 CFR Hazardous Material Regulations.)
• Hazardous materials should never be sent by air
transportation. Hazardous materials should only
be shipped to the WPC using Central Transport.
• Any hazardous material that is packaged or
shipped improperly risks being delayed by the
carrier.
• Any Service Agent that ships hazardous materials
incorrectly and/or violates 49 CFR requirements,
is liable for civil penalties.
• When opening a box intended to be reused,
carefully cut the tape only, being careful not to cut
or rip the cardboard. Be sure all required
hazardous material marking and labeling is used.
Ensure the package indicates the Shipping Name
(For example: Safety devices or Articles,
pressurized pneumatic), UN number, Hazardous
Class Label. (UN3268, Safety devices require UN
specification packaging). In the event that the box
is damaged and can’t be reused, the Service
Agent will need to acquire proper packaging. This
Page 12
•
•
•
August, 2019
can be done through a variety of online resources.
For reference, Labelmaster and Uline are
available sources for proper packaging.
When packaging a UN specification box for
shipment, please refer to the closure instructions
on the box to properly close and seal the box as
tested.
Do not cover or obscure hazard class labels,
markings or other required handling labels with
shipping labels or pouches.
Be sure all other non-needed labels are covered
or removed.
Batteries
• If the Service Agent is contacted to return a lead
acid battery, all necessary packing materials will
be shipped from the GM Warranty Parts Center
(WPC) within 5-7 days. Lead acid batteries may
ONLY be returned using Central Transport.
• Important: Non-spillable lead acid batteries are
considered non-hazardous for purposes of
transportation and can be returned to the WPC
through regular shipping procedures. However, if
a Service Agent receives a WPC request to return
this particular type of battery, the container must
be clearly marked "NON-SPILLABLE PER 49CFR
173.159 (a)." At the present time, this is the ONLY
battery which can be returned as a non-hazardous
part for shipping purposes. All other batteries must
be returned as hazardous material. The
non-spillable batteries are labeled accordingly,
and can be returned using the regular pre-paid
UPS/ARS labels provided by the WPC.
Training and Certifications Hazmat
In the U.S., the WPC may request return of some items
deemed hazardous materials. This section provides
guidance for the shipment of air bags, seat belt
pretensioners and lead acid batteries only. The
information contained herein is intended to assist
Service Agents with the shipment of these
commodities, and is not intended to be a substitute for
proper hazardous materials (Hazmat) training. This
section is intended as a general source of information
as of its date of publication and is not meant as an
endorsement or to substitute for the Service Agent’s
own legal counsel's advice. GM undertakes no
obligation to update this information in the future.
Service Agents must ensure all employees are properly
trained, and employees must be certified in and refer to
the federal Hazardous Materials Regulations (HMR) at
49 CFR Parts 171 to 180 when shipping any hazardous
material.
Common DOT Regulations
“A Hazmat employer shall ensure that each of its
Hazmat employees is trained in accordance with the
requirements prescribed in this subchapter" as defined
in: 49 CFR 172.702(a).
Hazmat Employer - "....a person who uses one or more
of its employees in connection with transporting
hazardous material in commerce; causing hazardous
material to be transported or shipped in commerce...."
as defined in: 49 CFR 171.8
Bulletin No.: 99-00-89-019R
Hazmat Employee - "...a person who is employed by a
Hazmat employer and who in the course of
employment directly affects hazardous material
transportation safety. The term includes an individual
who during the course of employment may perform any
of the following:
• Loads, unloads or handles hazardous materials.
• Manufactures, tests, reconditions, repairs,
modifies, marks or otherwise represents
containers, drums, or packaging as qualified for
use in the transportation of hazardous materials.
• Prepares hazardous materials for transportation.
• Is responsible for safety of transporting hazardous
materials.
• Operates a vehicle used to transport hazardous
materials, as defined in: 49 CFR 171.8
Emergency Response Phone Number
When shipping hazardous materials, every Service
Agent must provide an emergency response phone
number that is answered 24 hours/day, 7 days/week,
365 days/year. General Motors has established an
account with InfoTrac @ 1-800-535-5053 for all GM
Service Agents in the continental U.S. to ensure
compliance related to 49 CFR 172.604. The InfoTrac
account number for GM dealerships is 98073. If a
Service Agent has other arrangements and wishes to
opt out of the InfoTrac subscription, the Service Agent
should notify InfoTrac via email to
[email protected].
All Service Agents will be charged annually on their
open account for this service.
Hazardous Materials Training Resources for
Automotive Dealerships (not all - inclusive)
Hazmat School, http://www.hazmatschool.com/
DGI Training, www.dgitraining.com
HazmatU, www.hazmatu.org
Lion Technology, www.lion.com/
hazmat-shipping-for-automotive-operations
Bulletin No.: 99-00-89-019R
August, 2019
Page 13
H. Shipping Process for Non - Hazardous
Parts: U.S. Only
1. Access GWM by referring to the section above
“Accessing Service Agent
4058432
4. Click Save and Print.
4058130
2. After selecting the transaction for the part you are
returning scroll down to the section “Part Return
Status” and click on generate shipping label.
4058609
4058162
3. Enter your contact name in the space provided.
5. A pop-up box will appear with Shipping Provider
selections.
5.1. Choose the carrier based on the part
specifications you are shipping to the WPC.
5.2. For all regular and special request
non-hazmat parts that are under 100 lbs, the
carrier will be UPS.
5.3. Select “Over 100 lbs” for all freight that is over
100 lbs or oversized packages (e.g
windshield, complete exhaust, etc.); the
carrier will be Central Transport.
Page 14
August, 2019
Bulletin No.: 99-00-89-019R
6. Under 100 lbs
• After clicking under 100 lbs, the UPS GM
Warranty Parts Center Screen will populate,
enter the weight of the part(s) you are
sending back.
• If you would like an email confirmation of your
shipment with a tracking number
(recommended), fill in your email address in the
space provided and check the box that says
“Quantum View Delivery Notification.”
• If you are sending the parts back in more than
one box, click “Add” and enter the request
number in the space provided. This will ensure
all packages received will be properly
processed to that transaction number. (In this
case, please also clearly mark the outside of
the boxes, 1 of 2, 2 of 2, etc.)
5377075
• Click the Over 100 lbs link, and a Bill of Lading
will populate from Central Transport. Fill in your
Service Agent information in the “Ship
From” area.
• Leave “Collect” checked to ensure that the
shipment is properly billed to GM.
• Enter the transaction number.
• Enter the quantity of packages and the weight.
• The NMFC# is NA and the class will always
be 70.
Note: Collect is only accepted on parts requested by
WPC. If parts are shipped collect and not requested by
WPC, the shipper will be responsible for the charges.
4058650
• When all packages are entered, click “Process
Shipment”. If you get an error message stating
it is an invalid BAC because of a buy/sell or you
are a new dealer, please contact the WPC
customer service at 248-371-9901 or email
[email protected].
7. Over 100 lbs. (and oversized)
8. Call Central Transport to schedule a pick-up, the
number is 586-467-1900 (it is also at the top of the
BOL). Be sure to write down the pick-up number
provided.
• If you need a lift gate you will need to request
one at this time.
• GM gives 21 days to return parts.
• To make sure the parts being requested are
delivered on time, please get them sent out
within a few days of the request notification.
• Notify WPC Customer Assistance at
248-371-9901 immediately if there are any
carrier delays or problems.
Bulletin No.: 99-00-89-019R
August, 2019
Page 15
5377088
9. When the carrier arrives, sign and date the BOL
and have the driver do the same and make a copy
for your records.
• The driver will put a sticker on the BOL with a
Pro number.
• This is your tracking information to track the
freight.
• It is the Service Agents’ responsibility to track
the package on the Central Transport website,
before calling customer service with any
receiving concerns.
Generate Mass Shipping Label Feature
4059623
•
•
In the event there is more than one transaction to
ship, GWM has a Generate Mass Shipping Label
feature that can be utilized to print more than one
WPC Label at a time.
Each part/transaction still needs to be sent in a
separate box with its own label and paperwork.
Page 16
August, 2019
Bulletin No.: 99-00-89-019R
4059657
1. In the transaction search results screen put a
check mark next to the transactions you wish to
send back. Click on “Generate Mass Shipping
Label.”
4059922
Bulletin No.: 99-00-89-019R
August, 2019
Page 17
4059930
2. Put in your contact name. Click on “Save and
Print.”
I. Shipping Process for Non - Hazardous:
Canada Only
4060097
3. A pop up box will populate with a Shipping provider
choice for each transaction selected. You must
create a label or bill of lading for each part
individually. Each part must be shipped
individually.
Regular WPC warranty part return requests are
shipped using a process similar to the process used for
other Customer Care and Aftersales CCA Material
Returns.
• Specific Warranty Material Return tags will be
automatically generated for each WPC request at
your Servicing Parts Distribution Center (PDC)
and shipped in the next parts tote.
• Affix these Warranty Material tags to the outside of
the package with the corresponding parts you are
returning.
• Time from initial WPC request appearing on
Management GWM to Dealer’s receipt of WPC
Material Return tags will be similar to transit times
for other Material Return tags.
1. Access GWM referring to the section above
“Accessing Service Agent Summary Detail”.
2. After selecting the transaction for the part you are
returning, scroll down to the section “Part Return
Status” and click on generate shipping label.
Page 18
August, 2019
•
•
•
•
•
4070567
3. Enter your contact name in the space provided.
4060177
4. Click Save and Print.
Notes
• Place WPC cartons on loading dock.
• Same location as used for RIM, CORE and
other Material Returns.
• Do not place WPC parts inside a tote.
• Parts must be properly packaged in a
cardboard carton.
• Large items such as engines or transmissions
must be in a crate or specialized shipping
container.
Bulletin No.: 99-00-89-019R
• Improperly packaged or loose parts may be
refused pickup.
• Indicate on the Bill of Lading for Material
Return (PC302C) a WPC Warranty Return.
WPC cartons will be picked by the next Daily Parts
Delivery truck
WPC cartons will be “scanned” upon arrival at
Servicing PDC (i.e. same as other returns).
Global Warranty Parts Return Status will be
updated to “Shipped” when scanned at
Servicing PDC
Verify carton has been received by Servicing PDC
by checking “Parts Return Status” on the
transaction detail screen of Global Warranty
Management.
Please allow a sufficient amount of time after
pick-up for GWM to be updated. Transit time will
be similar to other CCA Material Returns.
J. Shipping Process for Hazardous Parts:
U.S. Only
Some common automotive hazardous material
includes items such as: air bags, seat belt
pretensioners, brake boosters, compressed gas
shocks, batteries (including Volt and Hybrid), paint,
adhesives, solvents, and hazardous waste. (The list is
not all inclusive. Refer to 49 CFR Hazardous Material
Regulations.)
• A special box and packing material will be
provided for shipping a battery (only) to the WPC.
In most cases, the Service Agent should simply
save the boxes the new parts were shipped in,
and use them to return the replaced parts to
the WPC.
• Package the part as described in the section
above : Parts Preparation: Regular Part Requests:
Hazardous Materials – U.S. Only.
• Follow instructions for Shipping Process For
Non-Hazardous Parts – U.S. Only until instruction
number 5, then follow the instructions below:
Bulletin No.: 99-00-89-019R
August, 2019
Page 19
• The NMFC# is NA and the class will always
be 70.
• Please note: GM requires that a minimum of
one person for each Service Agent be Hazmat
certified to return Hazardous parts.
Note: Collect is only accepted on parts requested by
WPC. If parts are shipped collect and not requested by
WPC, the shipper will be responsible for the charges.
4061019
1. Choose the Hazmat parts - Central Transport BOL Form shipping option.
5377065
2. A Bill of Lading will populate from Central
Transport.
• Fill in your Service Agent information in the
“Ship From” area.
• Leave “Collect” checked to ensure that the
shipment is properly billed to GM.
• Enter the transaction number.
• Enter the quantity of packages and the weight.
• Check the appropriate Hazmat box. Hazmat
parts have a specific NMFC and Class number.
• If you need help filling this out you can go to
https://ai.fmcsa.dot.gov/newentrant/MC/
Examples/Shipping_Paper_Guide.pdf
3. Call Central Transport to schedule a pick-up, the
number is 586-497-1900 (it is also at the top of
the BOL).
• You must tell them you are shipping a
hazardous part at this time.
• Be sure to write down the pick-up number
provided.
• GM gives 21 days to return parts; to make sure
the parts being requested are delivered on time,
please get them sent out within a few days of
the request notification.
• Notify WPC Customer Assistance at
248-371-9901 immediately if there are any
carrier delays or problems.
Page 20
August, 2019
Bulletin No.: 99-00-89-019R
5377088
4. When the carrier arrives, sign and date the BOL
and have the driver do the same and make a copy
for your records.
• The driver will put a sticker on the BOL with a
Pro number.
• This is your tracking information to track the
freight.
• It is the Service Agent’s responsibility to track
the package on the Central Transport website,
before calling customer service with any
receiving concerns.
K. Shipping Process for Document Only
Request: U.S. and Canada
If there are no parts to return listed in the “Net Item
Labor Parts” the request is often times a “Document
Only” request. Send Document only requests directly to
the person in the WPC address section of the WPC
Shipping Label NOT to the WPC.
1. Observe the 1st line on the Type of Request.
• This identifies if the request is for a Part or a
Document.
• For this type of request you will choose the
“Document Only Req-Send via U.S. Mail” in the
Shipping Providers pop-up.
• The address to which the document shall be
sent is listed under WPC address on the WPC
Shipping Label.
2. Using regular 1st class mail, send a legible copy of
both sides of the Job Card, the WPC Shipping
Label and any other related service documentation
such as: a Scan Tool printout or Snapshot, a
diagnostic worksheet, etc. to the address indicated
on the Shipping Label. Be sure to follow any
special instructions included with the Document
only request.
• DO NOT put the shipping label on the outside of
the envelope.
L. Shipping Process for Special Part Request Expedited Overnight Shipping: U.S. Only
•
•
•
4061567
Service Agents may be contacted by the WPC to
return “one of a kind parts” for specific engineering
analysis that have not been identified in the
normal WPC request process. In those instances
where a Special Part is needed, the Service Agent
will receive a notification in GWM in the orange
bar, for a WPC Special Part Request. The Special
Part Request number begins with the letter “S.”
The WPC has enhanced the Special Part Request
process by adding the capability for Expedited
Overnight Shipping. In situations where the
Special Part Request has been selected for
Expedited Overnight Shipping, the Service Agent
will need to ensure that the appropriate shipping
method is utilized.
Ground transportation is standard, if overnight
shipping is needed / requested – the overnight
status must be selected at the time the label is
created.
Bulletin No.: 99-00-89-019R
August, 2019
•
To prepare for parts shipping, click on the line to
highlight. Click “Generate Shipping Label.” A
sheet will appear that needs to be printed and sent
along with the parts and supporting
documentation. (Job Card with technician
comments). All parts relating to the repair must be
returned. The form can be closed prior to printing
the label. A pop up box titled- “shipping providers”
will appear. Choose appropriate shipping method.
UPS generated labels default to ground shipment.
Only choose the overnight option with WPC
authorization.
• Please contact customer assistance with
questions at 248-371-9901 / 9902.
• Please include the Special Parts Request label,
along with a copy of the technician’s Job Card with
the part being returned. The WPC wants to ensure
parts shipped by the Service Agent are accounted
for and delivered to the correct person. This
process will help to eliminate the possibility of
being debited for parts you have already returned.
Notice: In some cases, the Service Agent may receive
both a Special Part Request and a Regular Part
Request through the Global Warranty System. If this
happens, please contact the Warranty Parts Center at
248-371-9901 or 9902 before the transaction is debited
and we will close the Regular Part Request in GWM.
M. New Model Exchange Program Parts
The WPC will be requesting special New Model
Exchange Program Parts such as engines,
transmissions, Volt, Spark, or hybrid batteries from
Service Agents as follows:
1. A GM Service Bulletin advises Service Agents of
an exchange, or if a part is not available except as
an exchange part. Service Agents are directed to
call the Product Quality Center (PQC).
2. The PQC qualifies and approves the exchange.
The PQC will notify the appropriate parties to
release and ship a replacement part to the Service
Agent.
3. At the same time, the PQC notifies the WPC that
an exchange is taking place with the Service
Agent. The WPC creates an Exchange Special
Part Request and assigns a Special Part Request
Number. This number will begin with an “S”
followed by 12 digits (system generated). The
WPC will notify the Service Agent for shipping
instructions. Most of the exchange parts will be
expedited back to the WPC. The WPC will arrange
the shipment. If there are any questions pertaining
to a return of an exchange part, please contact the
WPC at 248-371-9901/9902
4. When the Parts Manager receives the failed part
from the technician, all appropriate documentation
should be attached including the: Exchange
Special Parts Request and a copy of both sides of
the hard copy of the Job Card.
5. When shipped to the WPC, the package should be
marked with the Exchange Special Part Request
Number. Example “S0011xxxxxxxx”
Page 21
6. If the part is not received at the WPC within 21
days from the original request date, the transaction
will be submitted for debit.
7. Any special request for a Volt, Spark or hybrid
battery will be faxed to the service agent with the
information for the return of the defective battery.
Please use only the information provided by the
WPC, locations for return may vary. Not all of these
Exchange requests come back to the WPC.
Please contact Customer Service if you have any
questions pertaining to these exchange returns.
8. Special Part Requests can be found in the orange
bar in GWM. They will always start with an “S” not
an “EX.”
9. Shipping instructions for these exchange requests
will be faxed to the Service Agent.
N. Exchange Program for Electronic Products
Refer to the latest version of Service Bulletin
08-08-44-029 in the Service Information application for
instructions.
The following electronic products are serviced by this
program:
• Radios and related Audio Products (including
navigation and XM radios)
• RCA (Radio Control Assembly)
• Multi-media (DVD & CD)
• Entertainment/Video/Infotainment Systems
• ICS (Infotainment Center Stack)
• HMI (Human Machine Interface)
• Instrument Clusters
• Heads-Up Displays
• Night Vision Cameras
• OnStar Modules
• Select Battery Components (Volt, ELR, Spark EV
and eAssist)
*Certain generations of OnStar VCIMs are on a parts
restriction program. Refer to the latest version of
Corporate Bulletin Number 03-08-46-004.
O. Tire Warranty Transaction
The tire warranty will continue to be handled through
the Global Warranty Management (GWM) system.
Keep in mind that a Pre-Repair Authorization (PRA)
must be generated for all tire warranty transactions.
Refer to the latest version of Service Bulletin
00-03-10-003 (in Canada, 01-03-10-003) in the Service
Information application for instructions.
P. Out of Warranty Part Return Request Engineering Information
An Out of Warranty Part Return Process enables GM
engineers and suppliers to obtain replaced parts that
were out of warranty. This process will assist them in
the identification and resolution of durability related
issues. This process is not a request to automatically
replace parts, but rather a method to return those parts
if they require service replacement.
Page 22
August, 2019
The Service Agent service department will receive
notification of GM's interest in particular parts of
specific vehicles via an Engineering Information
request. These parts will be requested and not
required, however every effort should be made to return
the requested parts.
Q. WPC Return Reimbursement Administrative Allowance, Postage and Core
•
•
Service Agents will be reimbursed for their
administrative time used in processing WPC part
returns. For part return requests, submit up to $25
in the Net/Admin Allowance field of the
transaction. For “Document Only” requests,
submit up to $20 in the Net/Admin Allowance field.
All related documentation including a copy of the
WPC return request, proof of shipment, and the
printed Shipping Label from the GWM system,
must be maintained for future reference in
accordance with the GM Service Policies &
Procedures Manual.
Freight and Postage Charges
• If the GWM system is used properly there should
not be any incurred postage costs for the Service
Agent’s part returns. However, if there are special
packaging costs, they should be submitted in the
Freight & Postage field of the Net Items section. In
cases of exception, this information will be
communicated to the Service Agent.
• Special packaging situations may include crating
an engine assembly, reassembly of components,
or draining and sealing components in order to
prevent leakage during shipment. They must be
appropriately documented on the Transaction.
• Packaging material costs include such things as
boxes, tape, etc.
• Regular 1st class postage charges for Document
Only requests will be reimbursed by submitting in
the Freight & Postage field of the Net Items
section.
• Under no circumstances should a part be shipped
to the WPC as Cash on Delivery (COD).
Packages sent this way will be refused at the
WPC dock, and referred back to the originator.
Bulletin No.: 99-00-89-019R
Core Charges
• Service Agents MUST submit for reimbursement
for Core Parts returned to the WPC. Core charges
WILL NOT be automatically credited.
• Submit the actual core part allowance in the
Freight & Postage field of the Net Items section.
From there select “Core” from the drop down box.
• Print and attach the core exchange value
documentation to the Job Card on which the
Transaction is being claimed.
• Enter the core part number and the core amount in
Tech Comments. If this information is not entered,
the transaction could be rejected.
R. Accessing WPC Forms - U.S. and Canada
U.S.
1. Go to: GlobalConnect.
2. Click on the Departments tab and select “Service.”
3. Under the Applications section select: Service
Forms.
Canada
1. Go to: GlobalConnect.
2. Select: Library.
3. Select: Service.
4. Select: Warranty Administration.
Bulletin No.: 99-00-89-019R
August, 2019
Page 23
4062318
The Service Agent must submit for core reimbursement
using the GWM System for any core part sent to the
WPC. Refer to Section titled “WPC Return
Reimbursement - Net Item Charges” for additional
information.
Any core Product Feedback Forms that were received
with a replacement part must be completed and
returned with the part and the Job Card to the WPC.
S. FAQs - U.S. Dealers
4062400
Scroll down on the Parts Return Testing Results screen
toward the bottom for ‘Results and Comments for
Service Agents’. This area will provide a brief
description of the feedback reasons. Click on ‘Add/view
Attachments’ for more feedback detail and pictures if
available.
Failed Part with a Core - Return Policy
All warranty failed parts with a core must be retained for
at least 72 hours after the Transaction is paid, awaiting
potential requests by the WPC. All WPC Part Return
Requests take priority over returning core parts to the
Core Processing Center. If the core part is requested by
the WPC in the GWM system or through a WPC
Special Part Request, then the core should be returned
to the WPC immediately. If not requested by the WPC
then the core must be returned to the Core Processing
Center within 21 days after the Transaction is paid.
Q1: When creating a shipping label, after clicking SAVE
and PRINT the pop-up box does not come up. How do I
print a label?
A1: If your security settings are too high or if your
pop-up blocker is turned on the Shipping Provider
pop-up will not come up. Turn off your pop-up blocker in
the Tools section on the Tool Bar and turn your Security
setting to medium under Internet Options on the
Tool Bar.
Q2: I have called Central Transport for a pick up and
they did not show up at the scheduled time or came
without a lift gate. Will I get an extension?
A2: The WPC understands there are delays out of the
control of the Service Agent, we are always willing to
work with you as long as every attempt has been made
to return the requested part in a timely manner. Should
you encounter this situation, please complete Form A
(Shipping) and email it to the address noted on
the form.
Q3: A part that was requested was broken and unable
to ship safely i.e. a windshield. What should I do?
A3: Call WPC Customer Service and explain the
situation and they will contact the project manager and
find out how to proceed.
Q4: I sent the wrong part with the wrong transaction
number, how do I get the wrong one back and the right
one to the WPC?
A4: If the correct part(s) can be received by the WPC
within the 21 days of the WPC Part Return Request, the
WPC will accept the part(s). All freight charges to get
Page 24
August, 2019
the correct part to the WPC and the incorrect one back
to the Service Agent will be the responsibility of the
Service Agent.
Q5: A GM representative contacted me (the Service
Agent) directly to send a part directly to them, and now
there is a request for that part on GWM. Will the request
be excused by the WPC?
A5: All parts under warranty are property of GM and
should be considered as such. The proper method of
sending parts back is always through the WPC. Before
releasing a warranty part, please be sure you have
either a GWM part return request or a GWM Special
Part Return Request. If the GM representative insists
on you providing them with the part, please contact the
WPC immediately with the representative’s information
(name, title, contact information). DO NOT give the
part(s) to the representative!
Q6: I just noticed there is a part in the red bar in GWM
and I have not shipped it yet. Can I get extra time to
send the part back?
A6: The WPC does not excuse late shipping issues.
Q7: I sent the part back to core center before realizing
there was a WPC request for it. What should I do?
A7: In order to receive consideration for the claim not
being debited, it is the Service Agent’s responsibility to:
1.) Contact the Core Center and attempt to have part
sent to the WPC, 2.) Incur the shipping costs and 3.)
Parts not received within the 21 days from the WPC
Part Return Required date, will be subject to debit.
Q8: I received a request through GWM that has no
parts on it only fluid. What should I do to get this
cleared off?
A8: Email or call your designated Warranty Support
Specialist at the Warranty Support Center for a Parts
Waiver. If you do not know who this is, contact your
DMA/DMC (U.S) or DMCCSP (Canada) and he/she
can get the correct contact information.
T. FAQs - Canadian Dealers
Q1: Do I send “Document Only” requests to the PDC
cross-dock?
A1: No. Continue to mail “Document Only” requests to
the person listed on the request.
Q2: WPC carton was picked up by the carrier but no
update showing “Shipped” has been put in the Global
Warranty system. It’s been several days.
A2: Contact local PDC customer service help desk.
Q3: Global Warranty system has requested the return
of a warranty part. I haven’t received my Warranty
Return Tag from the PDC with my other return tags. It’s
been longer than usual.
A3: Contact local PDC customer service help desk.
Q4. My Warranty Return Tag was lost/damaged. How
can I retrieve another Tag?
Bulletin No.: 99-00-89-019R
A4: Contact local PDC customer service help desk.
Q5. The Global Warranty system says that my parts
were shipped to the Warranty Parts Center but the
claim was debited?
A5: The transaction detail contains a debit reason code
which will indicate the reason for debit (e.g. not
received, inspected not defective etc. ) Review the
transaction detail and debit reason code. Contact your
DM-CCSP if you still believe this debit was in error.
Q6: I received 2 WPC requests. Can I put parts from
both requests in one box?
A6: No. Each WPC request must have its own carton
and only the parts associated to requested transaction
be in that carton.
Q7: The only part WPC requested is a fluid/chemical?
(e.g. antifreeze, oil)
A7: Complete a Parts Waiver Form (found on
GlobalConnect) and e-mail to your WSC rep.
Q8: The part(s) requested by WPC part were taken by
the GM Brand Quality Manager or GM Field Engineer?
A8: The GM Field Manager or Brand Quality Manager
will leave documentation such as an email or WPC
waiver form with the Dealer when they take parts. Email
this form/documentation to your WSC rep. requesting a
WPC Parts Waiver.
Q9: What if this is a duplicate request?
A9: Contact Warranty Parts Centre.
Q10: WPC requested a part that was not on the vehicle
at time of repair? (e.g. molding fell off on highway or
addition of a kit)
A10: Complete a Parts Waiver Form (found on
GlobalConnect) and e-mail to your WSC rep
Q11: WPC has requested parts that have already been
scrapped.
A11: Warranty placed parts are required to be retained
7 days beyond payment of the claim. If you feel there
are extenuating circumstances, contact your DM-CCSP
who will evaluate your situation.
Q12:. What if I have already sent the part back for a
core credit?
A12: Cores replaced under Warranty are required to be
retained 1 day after the claim has been paid. If you feel
there are extenuating circumstances, contact your
DM-CCSP who will evaluate your situation.
Q13: What if the WPC request a “Dangerous Good?”
A13: WPC should normally not request “Dangerous
Goods” such as airbags, seatbelt pretensioners and
batteries. Assemblies and components containing
fluids should be completely drained, shipping plugs
reinstalled and properly packaged to prevent fluid
leakage during shipment. Please contact Warranty
Parts Centre if you receive a WPC request for other
parts classified as “Dangerous Goods.”
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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