18NA306

Bulletin No.:
Service Bulletin
Date:
18-NA-306
October, 2019
WARRANTY ADMINISTRATION
Subject:
Brand:
Buick
Cadillac
Chevrolet
GMC
Pre-Repair Authorization (PRA) Process and Information (U.S. Dealers Only)
Model:
GM
Passenger
Cars and
Trucks
Model Year:
from
VIN:
to
from
Engine:
Transmission:
to
2020 and Prior
Involved Region or Country
United States
Important: This Bulletin is NOT applicable to Canadian
dealers.
Warranty replacement of the following components
requires GM Pre-Authorization per the process
described in this bulletin:
• Wheels
• All Seat Cover & Cushions (bottoms & backs)
• Outside Mirror Assemblies
• Steering Wheels
• Interior (Door) Trim
This Pre-Repair Authorization (PRA) process is not
required when:
• The component can be repaired via refinishing or
replacing a sub-component (i.e. refinishing the
wheel or replacing the glass of a mirror).
• If a cushion only is being replaced.
• Replacing a component under policy.
• Replacing a component for Customer Enthusiasm.
The “Customer Enthusiasm” indicator MUST be
selected on the transaction to avoid rejection of
the claim.
• Replacing a component due to transportation
damage (ZTPT) or as part of an over-the-counter
Parts Warranty (ZPTC). Only regular warranty
transactions (ZREG) and dealer-installed parts
warranty transactions (ZPTI) require a PRA.
Overview
The PRA process uses a pre-established App (CSMTCertified Service Mobile Toolbox) to submit an
authorization request prior to replacing wheels, outside
mirrors and seat covers, steering wheels, and interior
trim under warranty. The dealer utilizes the App to
Copyright 2019 General Motors LLC. All Rights Reserved.
submit details and photos of the condition. Once the
request is reviewed, a decision of warrantable or
non-warrantable is returned to the dealer via e-mail. If
warrantable, the dealer is provided a pre-authorization
number for claim submission and may proceed with
replacement of the component.
Note: The decision is only made on the component
itself (warrantable or non-warrantable). Dealers are still
responsible for claim compliancy as per Service
Policies & Procedures Manual.
The intent of the PRA process is to pre-screen product
concerns while the customer is on the service drive to
determine if the customers’ concern is warrantable.
This provides up-front GM collaboration with the dealer
on warranty/non-warranty decisions. If the
determination is not warranty, the dealership has an
opportunity to immediately communicate this to the
customer and provide an estimate for the repair.
Pre-Repair Authorization App
The Certified Service Mobile Toolbox (CSMT) App is
required to process Pre-Repair Authorization (PRA)
requests covered in this bulletin. Once the App is
downloaded to your mobile device, simply click on the
“PRA” category to create and submit your request.
The CSMT App is free and available for use on
Android™ and Apple® operating systems including
tablets and iPads. The new app can be found and
downloaded from the Google Play™ Store (Android)
and App Store (Apple). Please note that with the large
variety of phones and operating systems, not all
functionality will appear/operate the same on all
devices.
Page 2
October, 2019
The CSMT App may be used by any member of the
dealer’s service department team as determined
necessary by Service Management. Although it is
recommended, it is not required by GM for Service
Management to be involved in a request.
To download and utilize the App:
1. Search for the CSMT (Certified Service Mobile
Toolbox) within your device’s app store.
2. Download the app on to your device (Phone or
Tablet).
3. Open the app.
4. Login to the app using your GlobalConnect ID and
password.
5. 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. You only have to
input this the first time you log in. Your BAC will always
be tied to your GlobalConnect ID.
You are now ready to begin using the App. Complete
download instructions are available on the Warranty
Administration Resource Center in GlobalConnect
(Policy and Procedure Compliance tab >
Authorizations).
Utilizing the App to Complete Pre-Repair
Authorization Request:
After confirming that a customer concern requires
replacement of one of the restricted components, follow
these steps to submit your Pre-Repair Authorization
(PRA) request.
1. Log into the CSMT App using your GlobalConnect
login information. Once logged in at home page,
click on the PRA tool.
Note: Field Product Reporting (FPR) and Recall Inbox
are on also on this main screen. These links are not to
be used to submit a PRA request.
2. Enter the last 8 digits of the VIN or scan the QR
code located in the driver side door pillar.
Note: VIN confirmation and/or lookup from last 8 will
occur prior to submission of the request.
Bulletin No.: 18-NA-306
3. Enter the mileage. The mileage must match the
odometer reading shown in the photo (see section
below).
4. Select the component type, next the defect type,
and then describe the customer concern and
requested repair.
5. Include the job card number in the field provided.
Note: The CSMT App is limited to 10 photos.
6. Click on the camera icon and take the required
photos, and video if required, of the component.
The app must be used to submit photos with the
PRA request.
Note: If submitting for all four wheels, the VIN plate
photo is NOT required.
• Full Vehicle Information Number (VIN) plate
located on bottom left corner of the windshield
• Odometer reading displayed on instrument
panel (make sure you can clearly see the
reading)
• Side (quarter) view of the vehicle (bumper to
bumper, roof to tire)
• Full view of the component with labelling (all
components will require a “zoomed-out” picture)
• Close-up of the issue (point out the issue with
pencil, finger, tape or other marking)
Bulletin No.: 18-NA-306
October, 2019
Page 3
Examples of Good Pictures Provided
5156587
This dealer provided a close up view with a
sticky note next to the customer’s concern on
the left front wheel and a full view of the wheel,
with a sticky note indicating which wheel is
being photographed.
5156560
This dealer provided a labelled full view of the
wheel and a close up view of the customer’s
concerns on the wheel.
Page 4
October, 2019
Bulletin No.: 18-NA-306
5156561
This dealer showed a full view of the seat
bottom and a close up of the customer’s
concern.
5156562
This pointed to where the concern was and was
easy to view and see the customer’s concern.
Bulletin No.: 18-NA-306
October, 2019
Page 5
5156563
This dealer provided a close up view of the front
and back of the mirror. What is good about
these photos is they are close enough for us to
be able to determine if there is any type of
impact damage on either side. Also the mirrors
are clean and the angle the photos are taken
does not give a reflection that obstructs the
view of the mirrors.
Examples of Incorrect/Bad Pictures
Provided
5156575
This dealer provided the full view of each wheel,
however it was at such a distance and angle
that the entire wheel could not be reviewed.
Page 6
October, 2019
Bulletin No.: 18-NA-306
5156577
This dealer provided the correct images,
however those images are not labelled as
required.
5156579
This dealer provided the full view of the seat
and a close up of the defect, however we don’t
know where on the seat this concern is.
Bulletin No.: 18-NA-306
October, 2019
Page 7
information needed. If a warrantable decision is
returned, the dealer will continue their process to
complete the repair.
Response will occur within one business day, and in
most cases, within one hour if the request is submitted
Monday-Friday 7am-5pm CT and Saturday
7am-4pm CT.
Labor codes that will be in restriction:
5153197
This dealer took a photo from an angle that is
hard to determine any damage to the mirror.
If the customer has multiple concerns, a
separate PRA request must be submitted
through the CSMT App for each labor operation
processed.
• Ex 1. Customer has a concern with both front
seat bottoms and the 2nd row seat back driver
— there would need to be two (2) separate PRA
requests sent through the App. The first for both
seat bottoms (there is only 1 labor op), the 2nd
for the 2nd row seat back.
• Ex 2. Customer has a concern with wheels and
the driver seat back — there would need to be
two (2) separate PRA requests sent through
the App.
7. When all photos/videos have been taken, click the
back “<” button on the top of your screen.
8. Tap “Next” in the App to finalize your request. You
may need to click on the portion of the screen
within the App to remove they keyboard feature
and view the “Next” button.
9. Review all information on the “PRA Form Review”
screen for accuracy. If correct, click “Next” again to
send your request. If you have made an error, use
the back “<” button to make corrections.
Note: Your email App will open and the user must hit
the appropriate send button. If using an Android during
the first submission, it may ask what App to use. Please
select your normal email App you use (Outlook, Gmail,
etc.). If using an Apple device, the CSMT – PRA App
will open-up your Apple mail.
10. Send your request. A “successful submission”
message will appear.
The request is reviewed by a PRA specialist who will
then send a return email with a decision of “warrantable
or non-warrantable”, or request for additional
Labor Code:
Labor Description:
7020230
Front Seat Cushion Front
Extension Pad Replacement
7021960
Front Seat Cushion Pad
Side Support Replacement
7021970
Front Seat Cushion Pad
Front Support Replacement
7022350
Front Seat Cushion Front
Extension Pad and Cover
Replacement
7022890
Front Seat Center Cushion
Replacement
7022940
Front Seat Cushion Center
Pad Replacement
7023350
Front Seat Cushion Cover
and Pad Replacement
7023358
Front Seat Cushion Cover
and Pad IT 030G/15
7023370
Driver or Passenger Seat
Cushion Pad Replacement
7023390
Front Seat Cushion Cover
Replacement
7023410
Passenger Seat Cushion
Cover Replacement
7023430
Driver Seat Cushion Cover
Replacement
7023510
Front Seat Back Pad
Support Replacement
7023520
Front Seat Back Pad
Comfort Pad Replacement
7023550
Front Seat Back Pad
Replacement
7023600
Front Seat Back Cushion
Pad Support Replacement
7023750
Driver or Passenger Seat
Back Cushion Cover
Replacement
7023770
Driver or Passenger Seat
Back Cover and Pad
Replacement
7023870
Driver or Passenger Seat
Back Cushion Pad Support
Replacement
7024150
Rear Seat Armrest Cushion
Cover Replacement
7024940
Rear Seat Cushion Cover
Replacement
Page 8
October, 2019
•
Labor Code:
Labor Description:
7025090
Rear Seat Cushion Cover
and Pad Replacement
7025260
Rear Seat Back Cover
Replacement
7025280
Rear Seat Back Cushion
Pad Replacement
7025390
Rear Seat Back Cushion
Cover and Pad
Replacement
7025510
Rear Seat Back Cushion
Opening Trim Cover and
Outer Cover Pad
Replacement
7025600
Rear Seat Back Side Pad
Replacement
7025620
Rear Seat Back Side
Cushion Cover
Replacement
•
7028090
3rd Row Seat Cushion
Cover and Pad
Replacement
•
7028110
3rd Row Seat Back Cover
and Pad Replacement
8060400
Wheel Replacement
2050220
Outside Rearview Mirror
Replacement
1042980
Front Door Trim Panel
Replacement
1044260
Rear Door Trim Panel
Replacement
7440130
Steering Wheel
Replacement
Additional Tips and Notes:
• Open the app first and use the built-in app feature
to take photos. You can take up to 10 photos that
will be attached to the request, and up to
30 seconds of video (only Noise concerns to also
include a video with audio of the noise). You
cannot upload pictures from your gallery to the
CSMT App at this time.
• All photos and videos taken with the App will be
submitted to GM and will not be stored on the
user’s device.
•
Bulletin No.: 18-NA-306
Make sure that the concern is clearly marked so
that when looking at the image it can be quickly
identified.
• Don’t use the camera’s flash. Instead, add
some sort of additional light such as a shop
light. Fluorescent tubes are recommended as
they provide clear imaging. Lights should
always be placed out of the camera's field of
view. If your picture is too bright, try moving the
light away from the subject to reduce its
intensity. If it's too dark to take pictures indoors
without resorting to using a flash take the
vehicle or part outside. Cloudy days are great
for taking pictures.
• A mirror may come in handy for shooting a
picture of the defect on the component when
the defect is in an area that is difficult to
capture in a direct photo.
If the last 8 digits of the VIN brings up more than 1
vehicle, you will be prompted to select the
appropriate one.
After selecting “Next”, you will be launched to a
mail function to send the report (i.e. GMAIL).
• Add additional email address’ or change the
email address you would like the response
(decision) sent to.
Emailing the CSMT Send Feedback link will not
receive a prompt response. However, we are
continuously looking for ways to improve and
enhance the CSMT App. If you would like to
comment or submit an idea, please utilize the
Send Feedback feature, we appreciate your input!
Processing Approved Pre-Authorizations through
Global Warranty Management (GWM)
Once the dealer receives an approval email with an
Authorization number (PRA number), proceed with the
repair and submit the warranty transaction as follows:
• Submit the transaction using the labor code listed
in the approval email. This labor code must be
used to avoid a claim reject.
• The VIN on the PRA request must match the VIN
on the transaction.
• Select “GM Pre-Repair Authorization” in the
“Authorization/Comments Section’’ and enter the
Pre-Repair Authorization Number provided on the
approval email response. Comments must be
added in the Comments section.
Bulletin No.: 18-NA-306
October, 2019
Page 9
5153062
Version
2
Modified
Released October 10, 2018
October 02, 2019 – Added bullet point under when PRA is not required, Note statements
above and below Step 5 in the Utilizing the App to Complete Pre-Repair Authorization
Request section, added Labor Codes that will be in restriction and additional information
to Additional Tips and Notes section.
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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