010089010N
Service Bulletin Details
Public Details for: 010089010N
This informational bulletin provides information on comebacks prevention information and using customer concern verification sheets (ccvs).
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Bulletin No.: Service Bulletin Date: 01-00-89-010N October, 2019 INFORMATION Subject: Comeback Prevention Information and Using Customer Concern Verification Sheets (CCVS) Models: 2020 and Prior GM Passenger Cars and Trucks Attention: Only GM Authorized callers such as GM Dealership Service Department Personnel and GM Approved Service Facilities are allowed to contact the GM Technical Assistance Center (TAC). DO NOT direct any GM vehicle owners, aftermarket or independent service facilities to contact TAC. This Bulletin has been revised to add the 2020 Model Year and update GlobalConnect access information for Canada. Please discard Corporate Bulletin Number 01-00-89-010M. Bulletin Purpose Comeback Prevention The purpose of this bulletin is to provide a single point reference and strategy document to aid in reducing customer comebacks, and the possibility of buyback situations. Outlined in the information below, are specific guidelines, strategy and forms that will assist with this goal, by identifying, clarifying and documenting customer concerns accurately at each service visit. Comebacks hurt the image of the dealership service department and the image of the GM vehicle brand. GM understands that due to ever increasing vehicle complexity, this is a challenge. The service department should focus on the following critical areas in order to reduce comebacks: • The communication between the customer, service advisor, service manager and technician. • Accurate and complete information on the repair order (R.O.). • Always using the Comeback Prevention Flow Chart. • When a customer has a complicated, difficult or intermittent condition or concern, use the appropriate customer concern verification sheet (CCVS) on the first service visit. Always use the CCVS on second and third repair attempts for the same condition or concern. Select the appropriate CCVS from the following four categories: – Automatic Transmission Driveability. – Brakes / Steering / Suspension / Tires / Wheels. – Engine Driveability. – Electrical / Accessory. • Use the Comeback Log if the customer's vehicle has returned for the same condition. • Service management must review the Comeback Log weekly to identify any trends and to develop and implement the necessary corrective action plans. • Technician training should be as up to date as possible. Location of Comeback Prevention Flowchart and All Other Forms • • • The condensed version of the Comeback Prevention Flowchart, the four categories of the Customer Concern Verification Sheets (CCVS), Comeback Log, Technical Assistance Information Form (TAIF), Strategy Based Diagnosis and the TAC Case Call Log Sheet are available at the end of this bulletin and also on Global Connect under Service Forms. In the U.S., the TAC Case Closing Form is only available on GlobalConnect and must be completed and submitted electronically. Dealers in Canada must use GlobalConnect > Service Applications > TAC Active Cases to review active cases and to close the case electronically. Copyright 2019 General Motors LLC. All Rights Reserved. Page 2 • • • October, 2019 Institute a quality control program that includes service management vehicle inspections, road tests and verification of the repair. Contact the GM Technical Assistance Center (TAC) when necessary. Be prepared with the necessary and completed documentation before calling. Update the TAC Call Log Sheet after each call. Using the Comeback Prevention Flowchart Always use the following Comeback Prevention Flowchart to help standardize work within the dealership as well as provide direction and appropriate use of research and diagnostic aids including TAC. First Repair Attempt — Actions to Perform 1. Document all procedures and repairs on the R.O. 2. Understand and verify the vehicle condition and the customer concern on the R.O. Road test the vehicle with the customer as needed. ⇒ If the road test demonstrates that the vehicle is not operating per: specifications, Go to Step 3. ⇒ If the road test demonstrates that the vehicle is operating per: specifications, then road test a like vehicle to verify that the condition and customer concern regarding the condition are normal. ⇒ If the customer is dissatisfied due to a concern about a normal operating characteristic, create a Field Product Report (FPR) refer to the latest version of Corporate Bulletin Number 02-00-89-002, in Canada a Product Information Report (PIR), refer to the latest version of Corporate Bulletin Number 10-00-89-006. 3. For any complicated, difficult or intermittent condition or concern, completely and accurately fill out the appropriate CCVS. 4. In GlobalConnect/Investigate Vehicle History (IVH), review the service history of the vehicle. ⇒ If the vehicle has been serviced at least once previously for the same or similar condition or complaint, document the type of repair, number of repair attempts and the number of days the vehicle was out of service. Go to: Second Repair Attempt — Actions to Perform. 5. In GlobalConnect check for field actions and recalls. 6. Dispatch to a qualified technician. 7. Search SI for applicable bulletins and preliminary information (PI). 8. Use Strategy Based Diagnosis and road test the vehicle as needed. 9. Perform the repair as needed. 10. Verify that the customer is completely satisfied with the repair. 11. Deliver the vehicle. Bulletin No.: 01-00-89-010N Second Repair Attempt — Actions to Perform 1. Notify the service manager of a repeat repair visit. 2. Document all procedures and repairs on the R.O. 3. If available, review the original CCVS for the condition. Completely and accurately fill out the appropriate CCVS for this visit. 4. Understand and verify the vehicle condition and the customer concern on the R.O. Road test the vehicle with the customer as needed. 5. In GlobalConnect/Investigate Vehicle History (IVH), review the service history of the vehicle. 6. In GlobalConnect check for field actions and recalls. 7. Enter the information in the Comeback Log. 8. Dispatch to a qualified technician and review the CCVS and the R.O. 9. Search SI for applicable bulletins and preliminary information (PI). 10. Use Strategy Based Diagnosis and road test the vehicle as needed. 11. If additional diagnostic information is needed, call TAC with the above documentation and a completed Technical Assistance Information Form (TAIF). 12. Update the TAC Call Log Sheet after each call. 13. Follow up with TAC until the vehicle is repaired, including the results of the previous diagnostic recommendations made by TAC. 14. Perform an inspection and quality control road test as needed prior to delivery of the vehicle to the customer. 15. Verify that the customer is completely satisfied with the repair. 16. Deliver the vehicle. 17. Close the TAC case on GlobalConnect with as much detailed repair information as possible. Third Repair Attempt — Actions to Perform 1. Notify the Service Manager of a repeat repair visit. 2. Notify the District Manager Aftersales (DMA) and in Canada the District Manager Customer Care and Service Process (DM-CCSP). 3. Document all procedures and repairs on the R.O. 4. Completely and accurately fill out the appropriate CCVS. 5. Understand and verify the vehicle condition and the customer concern on the R.O. Road test the vehicle with the customer as needed. 6. In GlobalConnect/Investigate Vehicle History (IVH), review the service history of the vehicle. 7. In GlobalConnect check for field actions and recalls. 8. Enter the information in the Comeback Log. Bulletin No.: 01-00-89-010N October, 2019 9. Dispatch to a qualified technician and review the CCVS and the R.O. 10. Search SI for applicable bulletins and preliminary information (PI). 11. Use Strategy Based Diagnosis and road test the vehicle as needed. 12. If additional diagnostic information is needed, call TAC with the above documentation and a completed Technical Assistance Information Form (TAIF). 13. Update the TAC Call Log Sheet after each call. 14. Follow up with TAC until the vehicle is repaired, including the results of the previous diagnostic recommendations made by TAC. 15. Perform an inspection and quality control road test as needed prior to delivery of the vehicle to the customer. 16. Verify that the customer is completely satisfied with the repair. 17. Deliver the vehicle. 18. Close the TAC case on GlobalConnect with as much detailed repair information as possible. Comeback Log • When writing the R.O. the service advisor should always ask the customer: "Have you had repairs on any of these conditions or concerns before, even if the vehicle was taken to a different dealership?" ⇒ If the answer is yes, service management must become involved and the R.O. needs to be flagged as: High Attention. • Ensure the necessary information is entered in the Comeback Log. • Service management must review the Comeback Log weekly to identify any trends and to develop and implement the necessary corrective action plans. Information for Using Customer Concern Verification Sheets One of the most challenging aspects of our business is to communicate the concern from the customer to the technician. The more clearly the technician understands the concern and its symptoms, the more likely the problem will be fixed right the first time. GM Customer Care and Aftersales (CCA) is releasing revised Customer Concern Verification Sheets (CCVS), in this bulletin and also on the GM GlobalConnect website. If you cannot access the Service Forms, contact your Partner Security Coordinator (PSC). The following are a few of the benefits gained from using the CCVS: • Reduces instances of customer concern not duplicated (CCND). For more information on CCND, refer to the latest version of Corporate Bulletin Number 06-00-89-026. • Increased customer involvement. • Customer perception that the service personnel really listen and understand. Page 3 • Reduces contacting customers for additional information. • Improves night drop box information. • Ensures all the correct questions are asked when the repair order (R.O.) is created. The information below contains ideas and thought starters that may be helpful in using the CCVS. • The service advisor should complete the CCVS whenever the following occurs: – On the first service visit, if the condition or concern is complicated, difficult or intermittent. – On any subsequent visits for the same condition or concern. • Make sure to attach the CCVS to the paperwork that goes to the technician. • Service management should review a copy of all CCVS and the accompanying R.O. on all service department comebacks. • Hold a complete service department personnel meeting to get employee buy-in and their ideas on how to make the CCVS effective. • Provide a copy of the CCVS, along with the customer copy of the R.O. to all departing service customers. Best Practices Service Strategy The Best Practices Service Strategy is a brief outline of the most important elements to incorporate into the service department comeback prevention strategy. Customer Concern Verification Sheets The service advisor should complete the CCVS whenever the following occurs: 1. On the first service visit, if the condition or concern is complicated, difficult or intermittent. 2. On any subsequent visits for the same condition or concern. Customer Dissatisfaction Due to a Normal Operating Characteristic Compare the customer vehicle to a similar vehicle. If the customer is dissatisfied with the normal operating characteristic of the vehicle perform the following: ⇒ U.S. dealers should create a Field Product Report (FPR). Refer to the latest version of Corporate Bulletin Number 02-00-89-002: Information for Dealers on How to Submit a Field Product Report (FPR) (U.S. Dealers Only). ⇒ Canadian dealers should create a Product Information Report (PIR). Refer to the latest version of Corporate Bulletin Number 10-00-89-006: Information for Dealers on How to Submit a Product Information Report (PIR) (Canada Only). Comeback Prevention Flowchart Always refer to the comeback prevention flowchart for the proper detailed service strategy before performing any repairs. Page 4 October, 2019 Comeback Log If the vehicle is being serviced for the same customer concern, enter the information in the comeback log. 1. Use GlobalConnect/IVH to verify the number of repair attempts for a similar complaint and the number of days the vehicle was out of service. Notify the service manager of a second repair attempt. 2. Notify the service manager of a third repair attempt and the District Manager Aftersales (DMA) and in Canada: The District Manager Customer Care and Service Process (DM-CCSP). 3. The service department management must review the comeback log weekly to identify any trends and to develop and implement the necessary corrective action plans. Strategy Based Diagnosis The goal of Strategy Based Diagnosis is to provide guidance when you create a plan of action for each specific diagnostic situation. By following a similar plan for each diagnostic situation, you will achieve maximum efficiency when diagnosing and repairing vehicles. Technical Assistance Center General Motors Technical Assistance Center (TAC) no longer has model year limits on service support. ALL GM vehicle model years are now service supported. 1. Use the Comeback Prevention Flowchart to understand WHEN to contact TAC. 2. Before calling TAC, be prepared with accurate and completed information such as but not limited to: the R.O., the CCVS, the SI Document ID number, the technical assistance information form (TAIF). 3. Update the TAC Case Call Log before and after each call. 4. Follow up with TAC until the vehicle is repaired, including the results of previous diagnostic recommendations made by TAC. 5. Close the TAC case using GlobalConnect. Ensure that the closing information is as accurate and complete as possible. 6. Complete the TAC quality survey. Technical Assistance Information Form (TAIF) Answer the questions in the form, PRIOR to contacting TAC. Preparing for your call in advance will allow TAC personnel to reduce your call time and provide quality recommendations. After contacting TAC, complete the remaining three sections of the form. TAC Case Call Log Sheet Update the TAC Case Call Log before and after each call. Technical Assistance Center Phone Prompts The TAC phone prompt chart is available on GlobalConnect under Service Forms. For Canadian dealers, Service Forms can be found in GlobalConnect on the Service department page, located under Quick Links. The TAC phone prompt chart is found under bulletin number 01-00-89-010. Bulletin No.: 01-00-89-010N Parts Application Issues — Parts Catalog Issues — Parts Delay — Customer Special Order (CSO) — Service Parts Assistance Center (SPAC) Case 1. When parts are delayed or other ordering issues occur, the service department MUST perform the following actions: 1.1. ENSURE that the parts manager has requested a Customer Special Order (CSO). 1.2. ENSURE that the parts manager has upgraded to a Service Parts Assistance Center (SPAC) case as quickly as possible. 2. For parts catalog, parts concerns or parts application issues, utilize the parts department and when those efforts have been exhausted follow the applicable parts support channels offered by GM to resolve the customer's concern as quickly as possible. Strategy Based Diagnosis The goal of Strategy Based Diagnosis is to provide guidance when creating a plan of action for each specific diagnostic situation. By following a similar plan for each diagnostic situation, maximum efficiency will be achieved when diagnosing and repairing vehicles. Although each of the Strategy Based Diagnosis boxes are numbered, it is not required that every box be completed in order to successfully diagnose a customer concern. The first step of the diagnostic process should always be: Understand and Verify the Customer's Concern. The final step of the diagnostic process should always be: Repair Verification. 1. Understand and Verify the Customer's Concern. The first part of this step is to obtain as much information as possible from the customer. Are there aftermarket accessories on the vehicle? When does the condition occur? Where does the condition occur? How long does the condition last? How often does the condition occur? In order to verify the concern, the technician should be familiar with the normal operation of the system and refer to the owner or service manual for any information that is needed. 2. Vehicle Operating as Designed: This condition exists when the vehicle is found to operate normally. The condition described by the customer may be normal. Compare with another like vehicle that is operating normally under the same conditions described by the customer. Explain your findings and the operation of the system to the customer. If the customer is dissatisfied perform the following: ⇒ U.S. dealers should create a Field Product Report (FPR). Refer to the latest version of Corporate Bulletin Number 02-00-89-002: Information for Dealers on How to Submit a Field Product Report (FPR) (U.S. Dealers Only). ⇒ Canadian dealers should create a Product Information Report (PIR). Refer to the latest Bulletin No.: 01-00-89-010N 3. 4. 5. 6. October, 2019 version of Corporate Bulletin Number 10-00-89-006: Information for Dealers on How to Submit a Product Information Report (PIR) (Canada Only). Preliminary Checks: Conduct a thorough visual inspection. Go to GlobalConnect/IVH and review the service history of the vehicle. Detect unusual sounds or odors. Record the diagnostic trouble code (DTC) information in order to achieve an effective repair. Perform the Diagnostic System Check- Vehicle. This will verify the proper operation of the system. This will also lead the technician in an organized approach and identify what category of diagnostic to perform. Check for related Bulletins, Recalls and Preliminary Information (PI). Review the following diagnostic categories: 6.1. Current DTC: Follow the designated DTC diagnostic in order to make an effective repair. Refer to Diagnostic Trouble Code (DTC) List - Vehicle. 6.2. Symptom - No DTC: Select the appropriate symptom diagnostic. Follow the diagnostic steps or suggestions in order to complete the repair. Refer to Symptoms - Vehicle. 6.3. No published diagnostics: Analyze the concern. Develop a plan for the diagnostics. The service manual schematics will display system power, ground, input, and output circuits. You can also identify splices and other areas where multiple circuits are tied together. Look at component locations to see if components, connectors or harnesses may be exposed to extreme temperature, moisture, or corrosives such as road salt, battery acid, oil or other fluids. Utilize the system description and operation and system circuit description. Page 5 6.4. Intermittent/History DTC: An intermittent condition is one that does not occur continuously, may be difficult to duplicate, and will only occur when certain conditions are met. Generally, an intermittent is caused by faulty electrical connections and wiring, malfunctioning components, electromagnetic interference (EMI), driving conditions, or aftermarket equipment. The following approaches and tools may prove to be beneficial in locating and repairing an intermittent condition or a History DTC. 6.4.1. Combining the technicians knowledge and skill with the available service information. 6.4.2. Evaluate the symptoms and conditions described by the customer on the Customer Concern Verification Sheets. 6.4.3. Follow the procedures in Testing for Intermittent Conditions and Poor Connections. 6.4.4. Use the available scan tool, digital multi-meter, or J-42598 with data capturing capabilities. 7. Isolate the root cause then repair and verify the correction using the Repair Verification. Verifying that the DTC or symptom has been corrected may involve road testing the vehicle. 8. Re-examine the Concern: If a technician cannot successfully find or isolate the concern, a re-evaluation is necessary. Re-verify the concern. The concern could be an intermittent or normal condition. Page 6 October, 2019 Bulletin No.: 01-00-89-010N Navigating to the GlobalConnect TAC Case Closing Form (U.S. Website View Shown) 2687937 1. Go To: GlobalConnect. 2. Go To: Service Applications. Notice: This typical website view has service shortcuts set up. 3. Select: Technical Assistance Center (TAC) Case Closing Form. Bulletin No.: 01-00-89-010N October, 2019 Page 7 Example of GlobalConnect TAC Case Closing Form (U.S. Form Shown) 2687889 1. The four required fields on the TAC Case Closing Form are indicated by asterisks. 2. Type accurate and detailed case closing information. 3. Select: Submit, when the form is completed. Dealers in Canada must use GlobalConnect > Service Applications > TAC Active Cases to review active cases and to close the case electronically. Page 8 October, 2019 Bulletin No.: 01-00-89-010N Condensed Version of the Comeback Prevention Flowchart and All Other Forms Condensed Version of the Comeback Prevention Flowchart 2701869 Bulletin No.: 01-00-89-010N October, 2019 Page 9 Strategy Based Diagnosis Flowchart 1923269 Comeback Log Comeback Log Date Original R.O. # Date Labor Op Used Original Technician ID # Customer Name Problem Description _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ Cause of Repeat Visit New R.O. # Date Labor Op Used Repairing Technician ID # _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ Page 10 October, 2019 Bulletin No.: 01-00-89-010N Comeback Log (cont'd) Date Original R.O. # Date Labor Op Used Original Technician ID # Customer Name Problem Description _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ Cause of Repeat Visit New R.O. # Date Labor Op Used Repairing Technician ID # _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ TAC Case Call Log Sheet 1819665 Technical Assistance Information Form Technical Assistance Information Form Technical Assistance Information Form (TAIF) Enter the Answers to All of the Following Questions Prior to Contacting TAC Caller Name _______________ VIN _______________ Business Associate Code (BAC) _______________ Repair Order (R.O.) Number _______________ Mileage _______________ km _______________ Bulletin No.: 01-00-89-010N October, 2019 Page 11 Technical Assistance Information Form (cont'd) Technical Assistance Information Form (TAIF) Enter the ID Information for All That Apply Bulletin Number _______________ Diagnostic Information and Procedures Document ID Number _______________ Engineering Information Number _______________ Harness Routing View Document ID Number _______________ Preliminary Information (PI) Number _______________ Repair Instructions Document ID Number _______________ Service Information (SI) Document ID Number _______________ Wiring Schematic Document ID Number _______________ Other _______________ How many times has this vehicle been to your Service Department for the SAME condition or customer concern _______________ How many days has this vehicle been in your Service Department for this condition or customer concern _______________ Go To: GlobalConnect, Investigate Vehicle History (IVH), and review the service history of the vehicle. Enter the information here _______________ Enter the information here _______________ Enter the information here _______________ Does the vehicle have any GM aftermarket accessories _______________ Does the vehicle have any non-GM aftermarket accessories _______________ Has the vehicle been modified from production: Yes __________ No __________ If yes, please describe _______________ Why did the customer bring their vehicle to your Service Department. Please describe _______________ What are the results of the Strategy Based Diagnosis. Enter the Information for All That Apply Are any DTCs set _______________ How often does the condition occur _______________ Identify the diagnostics that were performed _______________ Identify the parts replaced _______________ Identify the Scan Tool software version number _______________ Was the vehicle compared to a similar vehicle _______________ When does the condition occur _______________ Technical Assistance Center TAC Case Number _______________ TAC Consultant's Name _______________ Technical Assistance Center Recommended Actions Suggested action #1 _______________ Suggested action #2 _______________ Suggested action #3 _______________ Technical Assistance Center (TAC) Case Closing Form Actions Required 1. Go To GlobalConnect > Service Applications > Technical Assistance Center (TAC) Case Closing Form. Dealers in Canada must use GlobalConnect > Service Workbench > TAC Active Cases to review active cases and to close the case electronically. 2. Complete the TAC Case Closing Form. 3. Provide as Much Detail as Possible in the Repair Information Section. 4. Provide as Much Detail as Possible in the Additional Comments Section. Page 12 October, 2019 Bulletin No.: 01-00-89-010N Customer Concern Verification Sheet — Automatic Transmission Driveability Customer Concern Verification Sheet — Automatic Transmission Driveability Symptoms — Check All That Apply Will Not Shift ____ Will Not Up Shift ____ Will Not Down Shift ____ Slips____ Shifts Into Next Gear Early ____ Shifts Into Next Gear Late ____ Starts in the Wrong Gear ____ Delayed Engagement Into Both “D” and “R” ____ Delayed Engagement Into “D” ____ Delayed Engagement Into “R” ____ Engine Starts in Other Than “P” or “N” ____ Do Any Indicator Lights Turn ON ____ Does the Transmission Make Noise — Identify All That Apply: Whine____ Rattle ____ Groan ____ Clunk ____ Buzz ____ Slam ____ Other (Describe) ____________________ Operating Conditions — Check All That Apply When Did the Concern Start ____ How Often Does it Occur ____ How Long Does it Last ____ Driving Conditions — Check All That Apply No Throttle ____ Light Throttle ____ Medium Throttle ____ Hard Throttle ____ Wide Open Throttle ____ At Idle ____ Starting ____ Decelerating ____ When Shifting ____ Up Hill ____ Down Hill ____ During Braking ____ Highway ____ City ____ Towing ____ Stop and Go ____ Only With A/C ON ____ Cruising Steady at ____ MPH Cruising Steady at ____ km/h Cruising Between ____ MPH and ____ MPH Cruising Between ____ km/h and ____ km/h At What Engine Temperature Does it Occur — Check All That Apply When the Engine Temperature is ____ °F When the Engine Temperature is ____ °C Any Temperature ____ Weather and Environment Conditions — Check All That Apply Ambient Temperature: Very Cold: Colder Than 0°F (−18°C) ____ Cold: 0°F to 32°F (−18°C to 0°C) ____ Cool: 32°F to 60°F (0°C to 16°C) ____ Warm: 60°F to 80°F (16°C to 27°C) ____ Hot: Hotter Than 80°F (27°C) ____ Any Environment ____ Dry ____ High Humidity ____ Raining ____ Wet Roads ____ Icy Conditions ____ Snowy Conditions ____ Below Sea Level ____ At Sea Level ____ At High Altitudes ____ What Type of Fuel is Used Biodiesel ____ Brands (Describe) ____ Diesel #1 ____ Brands (Describe) ____ Ethanol E85 ____ What Blend / Alcohol % ____ Brands (Describe) ____ Diesel #2 ____ Brands (Describe) ____ Regular Unleaded ____ Brands (Describe) ____ Compressed Natural Gas (CNG) ____ Brands (Describe) ____ Mid Range Unleaded ____ Brands (Describe) ____ Premium Unleaded ____ Brands (Describe) ____ When the Gear Selector is in What Range — Check All That Apply Park / Neutral ____ Reverse ____ Overdrive ____ Tap Shift ____ Manual Gear Selection: D1 __ D2 __ D3__ D4 __ D5 __ D6 __ D7 __ Shifting From Gear to Gear — When Does it Occur Between Shifts From ____ Gear to ____ Gear Between Shifts From ____ Gear to ____ Gear Between All Gear Shifts ____ At What Shift Point Does it Occur — Check All That Apply Between Shifts From ____ MPH to ____ MPH Between Shifts From ____ km/h to ____ km/h This Section Is For Dealer Use Only: VIN: ____________________ Miles (km): ____________________ Advisor #: ____________________ All Shift Points ____ Technician #: ____________________ Bulletin No.: 01-00-89-010N October, 2019 Page 13 Customer Concern Verification Sheet — Brakes / Steering / Suspension / Tires / Wheels Customer Concern Verification Sheet — Brakes / Steering / Suspension / Tires / Wheels System and Components — Check All That Apply Antilock Brake System (ABS) ____ Brakes ____ Park Brake ____ Electronic Suspension Control ____ StabiliTrak® System ____ Steering ____ Suspension ____ Tires ____ Tire Pressure Monitor (TPM) ____ Traction Control System (TCS) ____ Vehicle Electronic Stability (VES) System ____ Vehicle Stability Enhancement System (VSES) ____ Wheels ____ Wheel Alignment ____ Other (Describe) ____ Instrument Illumination, Messages and Audible Warnings — Check All That Apply ABS Yellow Light is ON ____ Brake Audible Warning is Active ____ Brake System Red Warning Light is ON ____ Service Brakes Soon Message is Displayed ____ Service Brake System Message is Displayed ____ StabiliTrak® Light is ON ____ StabiliTrak® OFF Message is Displayed ____ Service StabiliTrak® Message is Displayed ____ Service Suspension System Message is Displayed ____ Service Traction Control Message is Displayed ____ TRAC OFF Indicator is ON ____ Tire Learning Active Message is Displayed Continuously ____ Tire Pressure Monitor (TPM) Light is ON ____ Service Tire Monitor System Message is Displayed ____ Other (Describe) ____ Symptoms — Check All That Apply Brake Noise: Chirp_____ Grind_____ Squeak_____ Squeal_____ Other_____ Left Front ____ Right Front ____ Left Rear ____ Right Rear ____ Brake Pedal Exhibits: Excessive Travel ____ Hard Pedal ____ Soft Pedal ____ Brake Pulsation When Stopping: Left Front ____ Right Front ____ Left Rear ____ Right Rear ____ Park Brake: Does Not Hold Vehicle in Place ____ Will Not Apply ____ Will Not Release ____ Vehicle Ride Quality: Rides Hard ____ Rides Soft ____ Poor Steering Wheel Return After Cornering ____ Suspension Bottoms Out ____ Shimmy / Vibration: Left Front ____ Right Front ____ Left Rear ____ Right Rear ____ Floor ____ Seat ____ Steering Wheel ____ Vehicle Dog Tracks ____ Vehicle Continues to Steer in Direction of Previous Turn ____ Vehicle Wanders to the Left ____ Vehicle Wanders to the Right ____ Steering Wheel is Off Center ____ High Steering Effort Required ____ Suspension Noise: Groan ____ Pop ____ Slam ____ Squeak ____ Rattle ____ Other (Describe) _________ Vehicle Sits Uneven: Left Front ____ Right Front ____ Left Rear ____ Right Rear ____ Left Side ____ Right Side ____ Tires Leak Air: Left Front ____ Right Front ____ Left Rear ____ Right Rear ____ Spare ____ Tires Are Noisy: Left Front ____ Right Front ____ Left Rear ____ Right Rear ____ Tires Have Uneven Wear: Left Front ____ Right Front ____ Left Rear ____ Right Rear ____ Vehicle Pulls When Accelerating: Pulls to the Left ____ Pulls to the Right ____ Vehicle Pulls When Stopping: Pulls to the Left ____ Pulls to the Right ____ Pulls Side to Side ____ Vehicle Sustained Road Debris Impact Damage ____ Vehicle Leans or Sways in Corners ____ Wheels: Appearance ____ Bent ____ Damaged ____ Other (Describe) _________ Weather and Environment Conditions — Check All That Apply Any Environment ____ Cold Days ____ Dry Roads ____ Dusty Environment ____ Icy Conditions ____ Salty Environment ____ Snowy Conditions ____ Wet Roads ____ Hot Days ____ Other (Describe) ____ Page 14 October, 2019 Bulletin No.: 01-00-89-010N Customer Concern Verification Sheet — Brakes / Steering / Suspension / Tires / Wheels (cont'd) System and Components — Check All That Apply Operating Conditions — Check All That Apply When Did the Concern Start ____ How Long Does it Last ____ How Often Does it Occur ____ This Section Is For Dealer Use Only: VIN: ____________________ Miles (km): ____________________ Advisor #: ____________________ What Makes it Start (Describe) ____ What Makes It Stop (Describe) ____ Technician #: ____________________ Customer Concern Verification Sheet — Engine Driveability Customer Concern Verification Sheet — Engine Driveability Symptoms — Check All That Apply Backfire (Popping Noise): From the Tail Pipe ____ From Under the Hood ____ Does Not Crank ____ Cranks But Does Not Start ____ Difficulty When Refueling the Vehicle ____ Fuel Odor When Refueling the Vehicle ____ Cranks With a Hard Start ____ Cranks With a Very Long Time to Start ____ Engine Continues to Run After Key is Turned OFF: All the Time ____ Sometime ____ Engine Noise: Bang ____ Buzz ____ Chirping / Squeal ____ Clunk ____ Groan ____ Hammer ____ Ping / Detonation / Spark Knock ____ Rattle ____ Whine ____ Other (Describe) ______________ Engine Performance: Buck ____ Chuggle ____ Hesitation ____ Jerk ____ Sag ____ Skip ____ Engine Speed Fluctuates Without Moving the Accelerator ____ Stumble ____ Surge ____ Engine Stalls ____ Exhaust Smells Like Sulphur (Rotten Eggs) ____ Exhaust is Smoky ____ Fuel Economy: Poor in City Driving ____ Poor in Highway Driving ____ What is the Reported Fuel Economy ____ Idle is Rough ____ Idle Searches ____ Idle is Too Low ____ Idle is Too High ____ Misfire ____ Other (Describe) _____ Engine Runs Hot ____ Increased Engine Coolant Consumption ____ Increased Engine Oil Consumption ____ Low Power ____ Illuminated Indicator Lights and/or Driver Information Center (DIC) Messages Displayed — Check All That Apply Check Engine Light is ON ____ Driver Information Center (DIC) Messages Are Displayed (Describe) ____ Malfunction Indicator Light is ON ____ Reduced Engine Power Message is Displayed ____ Service Engine Soon Light is ON ____ Other Indicator Lights are Illuminated (Describe) ___________________ Operating Conditions — Check All That Apply When Did the Concern Start ____ Does the Concern Go Away ____ How Long Does it Last ____ How Often Does it Occur ____ Driving Conditions — Check All That Apply Accelerating ___ At the Beginning of the Acceleration ____ Cruising Between ____ MPH and ____ MPH Cruising Between ____ km/h and ____ km/h Down Hill ____ Hill ____ City ____ Up During Shifts ____ Medium Throttle ____ Driving: Highway ____ Stop and Go ____ Cruising Steady at: ____ MPH ____ km/h Decelerating ____ During Braking ____ During Idle ____ Only With A/C ON ____ Only With Defrost ON ____ No Throttle ____ Light Throttle ____ Hard Throttle ____ Wide Open Throttle ____ Towing ____ Other (Describe) ____ Bulletin No.: 01-00-89-010N October, 2019 Page 15 Customer Concern Verification Sheet — Engine Driveability (cont'd) Symptoms — Check All That Apply At What Engine Temperature Does it Occur — Check All That Apply When the Engine Temperature is ____ °F When the Engine Temperature is ____ °C Any Temperature ____ Weather and Environment Conditions — Check All That Apply Ambient Temperature: Very Cold: Colder Than 0°F (−18°C) ____ Cold: 0°F to 32°F (−18°C to 0°C) ____ Cool: 32°F to 60°F (0°C to 16°C) ____ Warm: 60°F to 80°F (16°C to 27°C) ____ Hot: Hotter Than 80°F (27°C) ____ Any Environment ____ At Sea Level ____ At High Altitudes ____ Below Sea Level ____ Dry ____ High Humidity ____ Icy Conditions ____ Raining ____ Snowy Conditions ____ Wet Roads ____ What Type of Fuel is Used Biodiesel ____ Brands (Describe) ____ Diesel #1 ____ Brands (Describe) ____ Ethanol E85 ____ What Blend / Alcohol % ____ Brands (Describe) ____ Diesel #2 ____ Brands (Describe) ____ Regular Unleaded ____ Brands (Describe) ____ Compressed Natural Gas (CNG) ____ (Describe) ____ Mid Range Unleaded ____ Brands (Describe) ____ Brands Premium Unleaded ____ Brands (Describe) ____ When the Gear Selector is in What Range — Check All That Apply Park / Neutral ____ Reverse ____ Low ____ Intermediate ____ Drive ____ Overdrive ____ Manual Gear Selection: D1 __ D2 __ D3__ D4 __ D5 __ D6 __ D7 __ At What Shift Point Does it Occur — Check All That Apply All Shift Points ____ Between Shifts From ____ MPH to ____ MPH Between Shifts From ____ km/h to ____ km/h Does it Occur During Certain Gear Shifts — Check All That Apply Park to Reverse ____ Park to Drive ____ Reverse to Drive ____ First to Second ____ Second to Third ____ This Section Is For Dealer Use Only: VIN: ____________________ Miles (km): ____________________ Advisor #: ____________________ Third to Fourth ____ Overdrive ____ Other Gear (Describe) _________ Technician #: ____________________ Customer Concern Verification Sheet — Electrical / Accessory Customer Concern Verification Sheet — Electrical / Accessory Electrical System, Component or Accessory — Check All That Apply Antenna: Backglass ____ Fixed Mast ____ Front Windshield ____ Multi-Band (Roof) ____ Passenger Side Rear Window ____ Auxiliary (AUX) USB Port ____ Bluetooth® ____ CD Player ____ Heating, Ventilation and Air Conditioning (HVAC) ____ Rear HVAC ____ Clock ____ DVD Player ____ Heads Up Display (HUD) ____ Hard Disc Drive (HDD), (Used to Store Music) ____ Inside Mirror ____ Instrument Panel ____ iPhone® ____ iPod® ____ Keyless Entry System ____ MP3 ____ Navigation System ____ Navigation Map Disc ____ OnStar® ____ Personal Audio Link (PAL) ____ Keyless Entry System Key Fobs: One ____ Both ____ Radio ____ XM Radio® ____ Rear Seat Entertainment (RSE) System: Audio ____ AUX Devices ____ AUX Input Jacks ____ Video ____ Video Screen(s) ____ Other ______________ Page 16 October, 2019 Bulletin No.: 01-00-89-010N Customer Concern Verification Sheet — Electrical / Accessory (cont'd) Electrical System, Component or Accessory — Check All That Apply Rear Seat Entertainment (RSE) System Remote Controls: One ____ Both ____ Wireless Headphones ____ Universal Serial Bus (USB) ____ Speakers ____ Warning Chimes ____ Wired Headphones ____ Wired Headphone Jacks ____ Other (Describe) ___________________ (Describe) ___________________ Other Instrument Illumination — Check All That Apply HVAC System: Front ____ Rear ____ Inside Mirror ____ Instrument Panel ____ Radio ____ Rear Seat Entertainment System ____ Symptoms — Check All That Apply Antenna: Damaged ____ Missing ____ AUX Input Jacks Unresponsive ____ CD Player: CD Will Not Eject ____ CD Will Not Insert ____ Improper Function ____ Unresponsive ____ Auxiliary (AUX) USB Port: Unresponsive ____ Integral Multi Disc CD Changer: CD Will Not Eject ____ CD Will Not Insert ____ Improper Function ____ Unresponsive ____ Other_______________ DVD Controls: DVD Will Not Eject ____ DVD Will Not Insert ____ Improper Function ____ Unresponsive ____ Hard Disc Drive (HDD), (Used to Store Music): Improper Function ____ Unresponsive ____ Heads Up Display: Improper Display ____ Inaccurate Display ____ Unresponsive ____ Rear HVAC Controls: Improper Function ____ Unresponsive ____ Instrument Panel Controls: Improper Function ____ Unresponsive ____ Other ______________ Improper Function ____ Bluetooth®: Improper Function ____ Unresponsive ____ Voice Recognition Unresponsive ____ Keyless Entry: Unresponsive ____ Insufficient Range ____ Function ____ Other ______________ DVD Displays Error Messages On the Rear Seat Entertainment Video Screen ____ HVAC Controls: Improper Function ____ Unresponsive ____ Voice Commands Unresponsive ____ iPod®: Improper Function ____ Unresponsive ____ One or More Fobs Do Not iPhone®: Improper Function ____ Unresponsive ____ MP3: Improper Function ____ Unresponsive ____ Navigation System: Controls Improper Function ____ Controls Unresponsive ____ Inaccurate or Missing Information ____ Map Disc Will Not Eject ____ Map Disc Will Not Insert ____ No Display ____ Voice Commands Unresponsive ____ Other ______________ OnStar®: Dropped Calls ____ Improper Function ____ Mirror Controls Broken ____ Mirror Controls Unresponsive ____ OnStar® Mirror Light Does Not Transition From Red to Green ____ Poor Reception ____ Turn by Turn Will Not Connect ____ Unresponsive ____ Voice Commands Unresponsive ____ Other ______________ Personal Audio Link (PAL): Improper Function ____ Unresponsive ____ Radio Controls: Unresponsive ____ Improper Function ____ Voice Commands Unresponsive ____ Radio Data System (RDS): FM Station Name or Call Letters Do Not Display ____ Inaccurate Information ____ Unresponsive ____ Radio Displays Error Messages ____ Radio Noise: High Tension Wire Interference ____ Radio / TV Transmission Tower Interference ____ Identify the Band Being Used When it Occurs: AM ____ FM ____ XM Radio® ____ Radio Reception Quality: Poor ____ Fades In and Out ____ Identify the Band Being Used When it Occurs: AM ____ FM ____ XM Radio® ____ Bulletin No.: 01-00-89-010N October, 2019 Page 17 Customer Concern Verification Sheet — Electrical / Accessory (cont'd) Electrical System, Component or Accessory — Check All That Apply Radio Speaker Static: Continuous ____ Only in Certain Areas ____ Identify the Source Being Used When it Occurs: AM ____ FM ____ XM Radio® ____ CD ____ DVD ____ AUX ____ USB ____ MP3 ____ iPod® ____ Bluetooth® / OnStar® Call ____ Rear Seat Entertainment ____ Rear Seat Audio ____ Speakers: No Sound ____ Poor Sound ____ All Speakers ____ Left Front ____ Right Front ____ Left Rear ____ Right Rear ____ Rear Seat Audio (RSA): Improper Function ____ Unresponsive ____ Rear Seat Entertainment (RSE) AUX Input Device: Unresponsive to Video Game Console ____ Unresponsive to Camera ____ Unresponsive to Other Device ____ Rear Seat Entertainment Remote Control(s): One or Both Controls Are Unresponsive ____ Some Functions Are Unresponsive ____ Speed Compensated Speaker Volume: Improper Function ____ Unresponsive ____ Wired Headphones: Improper Function ____ Unresponsive ____ XM Radio® Improper Function ____ XM Radio® Unresponsive ____ Rear Seat Entertainment Controls: Improper Function ____ Unresponsive ____ Rear Seat Entertainment Video Screen(s): Improper Function ____ Unresponsive ____ Steering Wheel Controls: Buttons Broken ____ Improper Function ____ Unresponsive ____ Warning Chimes: Improper Function ____ Unresponsive ____ Wired Headphones Control Knob(s): Unresponsive: Left ____ Right ____ Wired Headphone Jacks: Unresponsive ____ Wireless Headphones: Improper Function ____ Unresponsive ____ Blows Fuses (Describe) ____ Other (Describe) ____ Operating Conditions — Check All That Apply When Did the Concern Start ____ How Often Does it Occur ____ This Section Is For Dealer Use Only: VIN: ____________________ Miles (km): ____________________ Advisor #: ____________________ “OnStar is a registered trademark of ONSTAR, LLC” “Bluetooth is a registered trademark of Bluetooth SIG, Inc.” “iPhone is a registered trademark of Apple, Inc.” How Long Does it Last ____ Technician #: ____________________ “iPod is a registered trademark of Apple, Inc.” “XM Radio is a registered trademark of SIRIUS XM RADIO INC.” GM bulletins are intended for use by professional technicians, NOT a "do-it-yourselfer". They are written to inform these technicians of conditions that may occur on some vehicles, or to provide information that could assist in the proper service of a vehicle. Properly trained technicians have the equipment, tools, safety instructions, and know-how to do a job properly and safely. If a condition is described, DO NOT assume that the bulletin applies to your vehicle, or that your vehicle will have that condition. See your GM dealer for information on whether your vehicle may benefit from the information. WE SUPPORT VOLUNTARY TECHNICIAN CERTIFICATION