020089002S

Bulletin No.:
Service Bulletin
Date:
02-00-89-002S
March, 2020
INFORMATION
Subject:
Information for Dealers/Technicians on When and How to Submit a Field Product
Report (FPR) (U.S. Dealers Only)
Models:
2020 and Prior GM Passenger Cars and Trucks (including Medium Duty)
Attention: Canadian dealers should refer to the latest version of Corporate Bulletin Number
10-00-89-006.
This bulletin has been revised to add the 2020 Model Year. Please discard Corporate Bulletin
Number 02-00-89-002R.
Note: Please remember that Low Cab Forward
trucks should also have Field product reports
submitted as any other GM product. Please pass
this along to your MD service facility and MD
service team.
Dealers/Technicians play a key role in reporting product
issues via Field Product Reporting. The timeliness and
detailed information in these reports proves to be are
extremely important to the product problem resolution
process. This bulletin will offer information on when and
how to submit a Field Product Report.
Submitting a Product Report
Field Product Reports are an important tool that help us
collectively identify and quickly address emerging
issues on our vehicles, particularly during the launch of
new programs. The Critical Product Concerns are;
Safety, no start, and walk-home conditions.
A good rule of thumb when considering when to submit
a report is whether it meets the “Critical Points”
below:
Critical Timing: Safety Concern; Vehicle in dealership;
Concerning plant build condition.
Critical Information: Safety concerns, vehicle
currently at dealership with issue present, assembly
plant build issues.
In addition to the examples of critical conditions noted
above, field product reports can also be helpful for
communicating:
• Wire harness routing causing damage (Critical
information communicated with photos)
• Emerging conditions that have required repetitive
repairs with no apparent service bulletin or PI
(Critical Product Concern)
• Significant issues not typically submitted as a
warranty claim (Critical Product Concern or
Critical Information)
• Vehicle operating normally but condition
unacceptable to the customer
• Critical issues found during PDI or with GM
Accessories
Service Information (SI) Feedback, not Field Product
Reports, should be submitted for the following:
• Issues with Service Information (SI) repair
information
• Issues with the Technical Service or Preliminary
Information Bulletin
• Issues with the Labor Time Guide
Important: Be clear, accurate, professional and as
descriptive as necessary to help others fully
understand the issue.
Process of Submitting Product Report
Note: There are two ways to submit a product report,
by E-mail to [email protected] or with a
mobile app.
You will receive a confirmation E-mail when your report
is received regardless of which method you chose. The
reply will come to the E-mail address that sent the
report and if a preferred E-mail is listed in the report, to
that E-mail also.
Copyright 2020 General Motors LLC. All Rights Reserved.
Page 2
March, 2020
Bulletin No.: 02-00-89-002S
Using the E-mail form to submit a Field Product
Report
Steps to complete Field Product Report:
1. Dealership employee sees an issue with a GM
product and would like to submit a Product Report.
2. Fill out the form located on GM Global Connect —
Service Workbench — Service Forms.
3. E-mail the form to
[email protected]. Include any
photos, videos or sound files.
4. For photo advice, please refer to the latest version
of Corporate Bulletin Number 07-00-89-036.
Field Product Report – Form (U.S.)
Field product reports should be e-mailed with following
information. The form is also available on the
GlobalConnect, Service Tab, Service Forms page.
Field Product Report
VIN (All 17 Digits)
Mileage:
Condition:
Cause:
Correction:
Dealer BAC Code:
Dealer Name:
Dealer Address:
Dealer Contact Name:
Dealer E-mail Address:
Repair Order Number:
If Available — TAC Case#:
If Available — Part Number:
Digital Photos Available: ______ Yes ______ No
Parts Available: ______ Yes ______ No
E-mail All Product Reports to: [email protected]
** Include Photos, Videos or Sound if Applicable **
It is recommended that dealers make copies of the form above and supply all the information before submitting the report.
Bulletin No.: 02-00-89-002S
March, 2020
Using the Mobile Phone app to submit a
Field Product Report
Page 3
This is the new icon:
GM has updated the Field Product Reporting app, and
it is now part of the “Certified Service Mobile Toolbox”
(CSMT). The CSMT app includes both the FPR app and
the PRA (Pre-Repair Authorization). The training for the
PRA is separate.
The ICON has changed.
This is the old icon:
5150371
5150368
If you already have the existing FPR app loaded on
your phone, you will only need to upgrade the app. The
icon will change to CSMT. If you do not have the app
currently loaded on your phone, you will have to
download it from the play store for your phone. The old
version will continue to work until you can upgrade.
If you need to install the CSMT app it is free and
available for use on Apple® iPhones using iOS 10 or
higher and Android™ operating devices using version 5
or higher. Depending on your phone and software
version on your phone, the screens may look a little
different. Although optimized for phone use, the app
can be used on tablets as well. 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.
To Load the new CSMT app:
1. You must have an E-mail application on your
phone.
2. You can find the application in the Play Store for
Android phones and in the Apple App Store for
Apple phones.
3. Download and install the CSMT app on your
device.
Page 4
March, 2020
Bulletin No.: 02-00-89-002S
The screen prints that follow are from and Android
phone, but the screens on an Apple phone are similar.
4. When you first load the CSMT app, you will be
asked to fill in your profile.
Steps to submit a Field Product Report via the CSMT:
1. You see an issue with a GM product and would like
to submit a Product Report.
2. Open the CSMT application and log in using their
Global Connect ID and password.
3. Select the FPR app.
4. Enter the last 8 digits of VIN (or full VIN or scan),
Odometer, and Condition (as mandatory fields).
5. VIN confirmation and/or lookup from last 8 will
occur on final step prior to submission of report.
6. Enter additional information (Cause, Correction,
RO #, TAC Case #, Part #).
7. Add photo(s) and/or a video to help describe the
issue.
8. Tap NEXT to see your data in the “FPR FORM
REVIEW.”
9. Tap next to see the data in the E-mail screen.
10. Tap the SEND icon or Command.
11. You will see a confirmation of successful
submission.
5150375
5. The Profile has more boxes for entries than may fit
on most screens at one time. You may have to
scroll or use the NEXT button to see all the boxes.
6. The E-mail address in the E-mail* field will show in
the body of the report you submit. The E-mail in the
Optional E-mail box will be in the CC field when
you submit the report. The report will be sent from
the E-mail application you have installed on your
phone. If you have more than one E-mail app
installed on your phone, you will be asked to select
which app to use while you are submitting the
report.
7. After you enter and save your Profile, you can
open the FPR app.
Although the FPR app has been updated and included
in the CSMT app, the process to submit the report
remains much the same.
PRODUCT REPORT can include these fields:
• VIN (last 8 lookup or full VIN - mandatory)
• Odometer (numbers - mandatory)
• Condition (text field - mandatory)
• Cause (text field)
• Correction (text field)
• Job Card # (text field)
• TAC Case # (text field)
• Part # (text field)
• Photo (max number = 6)
• Video (max duration = 30 Seconds)
• Review/E-mail (send to E-mail with confirmation;
potentially also copy sender’s E-mail)
• Clear (clear current Product Report with
confirmation)
Even though we are providing a new method to submit
field product reports, they can still be submitted
electronically via E-mail.
Bulletin No.: 02-00-89-002S
March, 2020
Page 5
Using the New Field Product
Report app
1. Open the CSMT app. If you do not see the screen
below, tap the menu icon at the top left.
5150383
5150372
2. Select the FPR app.
3. You are now ready to begin entering your report.
You can enter the full VIN, the last 8 of the VIN or scan
the sticker on the B Pillar. The system will validate the
VIN when you leave this screen. If you entered the last
8 and there is more than 1 VIN that matches the last 8,
the app will have you choose which VIN you want.
When you tap in any of the boxes, a keyboard will
appear. To scroll, tap outside of the boxes.
If you want to scan the QR code on the B pillar, press
the Scan button. Scan the label on the bottom of the B
Pillar. Position the camera so the QR code fills the box
shown on the screen. Lighting and glare may make it
difficult to scan.
Page 6
March, 2020
Bulletin No.: 02-00-89-002S
5150379
If you have difficulties scanning, please type in the VIN.
Only the last 8 of the VIN is required.
5150388
Scroll down until you have filled in all the boxes.
Bulletin No.: 02-00-89-002S
March, 2020
5150389
•
Fields highlighted on the app with a red asterisk
are required.
When you get to the bottom, you will see the camera
icon. If a part is involved, click the camera icon to take
pictures and/or a video. Please manage the lighting
and the glare to get the clearest pictures.
Page 7
5150390
When you tap on the camera, you will see a gallery
screen with the option to take picture and videos.
You can take up to 6 photos and up to 30 seconds of
video (includes audio).
Page 8
March, 2020
Bulletin No.: 02-00-89-002S
5150392
You will be asked to approve each picture or video.
Select OK to approve the picture or video. Select Retry
to retake the photo or video.
5150394
All the pictures approved show in the gallery.
Bulletin No.: 02-00-89-002S
March, 2020
Page 9
5150397
Tap the < button to return to the report screen. You
cannot import or export the pictures from the app.
When you have completed taking your pictures and/or
video, the camera will display how many are attached.
Tap the NEXT button to return to the FPR Form.
5150398
You can now preview your report. When complete, tap
the NEXT button.
The system will validate the VIN and if necessary allow
you to correct it before showing the FPR Form Review.
Page 10
March, 2020
5168647
If everything is correct, select “Next.” You may be
asked to choose which E-mail function to utilize to send
the report (i.e. GMAIL), make a selection from the
choices. The choices will depend on what you have
loaded on your phone. Apple phones may not show this
screen.
Bulletin No.: 02-00-89-002S
5168654
You will now see the report you are submitting. You
may need to scroll to see the entire report with any
pictures and videos.
Do not use the back button on this screen or use your
phone’s menu back button. The back button will cancel
your report and erase all entries and photos.
Bulletin No.: 02-00-89-002S
March, 2020
Page 11
5168689
From this window, you MUST select the send icon or
Command on the screen. This screen may look
different with different phones.
When you have completed the report, the FPR app will
provide a confirmation message showing you have
successfully submitted your report.
5150405
•
When the report is sent, all photos and videos will
be deleted from your phone.
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