16NA338

Bulletin No.:
Service Bulletin
Date:
16-NA-338
August, 2020
WARRANTY ADMINISTRATION
Subject:
Engine and Transmission Assembly Replacement and PQC Process (Canada Only)
Models:
2005-2020 GM Passenger Cars and Light Duty Trucks
Vehicles with Transmissions that contain High Voltage Electric Drive Motors are
exempt.
Attention: U.S. Dealers should refer to Service Bulletin 20-NA-138.
Product Quality Center (PQC) Contact
Information
•
•
•
•
Hours of Operation: Monday – Friday from
9:00 AM – 7:00 PM Eastern Time
Email: [email protected].
Phone: 1-866-654-7654
Engine and Transmission Warranty
Assembly Replacement Policies
Applicable to All Dealers
•
•
Repair vs. Replace: Per GM Service Policies
and Procedures, dealers are to perform the most
cost economical repair when considering
assembly repair or replacement. Technicians must
document on the shop copy of the job card any
verified symptoms, the cause of failure and
any DTCs.
– Non-PQC restricted dealers see section
"Dealers not Required to Contact the PQC"
below for additional details.
– PQC restricted dealers see section "Dealers
Required to Contact the PQC" below for
additional details.
Assemblies Replaced for Customer
Satisfaction: There may be situations where an
assembly can be repaired for less cost than
replacement, but due to customer satisfaction
reasons an assembly replacement should be
considered. In these cases, dealer Service
Management must receive pre-approval from your
District Manager (DM-CCSP).
Copyright 2020 General Motors LLC. All Rights Reserved.
•
•
PQC Part Restrictions: ALL dealers are required
to contact the PQC for any assemblies currently
on restriction such as select transmissions,
gasoline and diesel engines or assemblies that
are part of an exchange program.
– Dealers in Canada please contact the PQC by
email at [email protected] or by calling
1-866-654-7654 (dealers located in the U.S.
should refer to Service Bulletin 20-NA-138).
– Contact the PQC by opening a new case via
Dealer Case Management (DCM). From the
DCM home page, click on “New PQC Case”
found on the Technical Assistance tab.
Engine Calibration Verification: Complete the
engine calibration verifications prior to
disassembly or replacement per the following or
other applicable bulletins. As per each bulletin
listed below, this calibration information must be
emailed to [email protected]. Dealers will receive
an email from the Calibrations Group after the
calibrations have been validated as OEM. Attach
the completed Calibration Verification Number
(CVN) to the job card and retain it in the vehicle
history file.
– 09-06-04-026: V8, HFV6, 2.0 LSY and 2.7 L3B
Gasoline Engines
– 17-NA-100: 2017 and newer Duramax® Diesel
L5P Engines
– 14-06-04-003: 2014-2016 Duramax® 6.6L
Turbocharged Diesel Engines
– 16-NA-325: 2.8 Duramax® Diesel Engines
Assembly Serial Numbers: Technicians should
document the serial numbers from the failed
assembly and the replacement assembly on the
job card. When submitting the transaction for
payment, the serial number of the failed assembly
must be included in the “Correction” field, and the
serial number of the new assembly must be
submitted in the assembly part number “Serial
Number” field.
Page 2
•
•
August, 2020
Parts Return Requests: If an assembly is
requested by the Warranty Parts Center (WPC),
include all parts with your return. Clearly mark or
circle with a paint pen the area of concern on the
part such as a leak, crack, premature wear or
other defect. All fluids must be drained prior to
shipping. The engine oil filter must be drained of
oil, properly packaged and secured in a plastic
bag and attached to the engine assembly. Engine
and transmission assemblies must be
reassembled sufficiently to allow safe handling.
Ensure the engine or transmission are securely
fastened to the shipping crate or shipping
container in order to prevent damage or injury
during shipment. The following must be attached
to the return shipping container:
– A legible copy of the shop copy of the job card
showing technician comments and containing
the serial number of both the failed assembly
being returned and the replacement assembly
being installed.
– A completed Calibration Verification Number (as
applicable).
– A completed Cost Comparison Worksheet
(Canada – All dealers).
Core Charges: Assemblies with core charges
must be retained for 72 hours beyond receipt of
the transaction Summary Report showing
transaction payment. If a WPC part return request
is not received within 72 hours, the core can be
shipped to the Core Return Center. Refer to the
latest version of the WPC Bulletin 99-00-89-019:
Global Warranty Management (GWM) Warranty
Parts Center (WPC) Parts Return Program
Information.
Dealers not required to contact the PQC
(for engine or transmission assembly
replacement)
•
•
•
Non PQC restricted dealers are still required to
contact the PQC for assemblies that are on Part
Restriction or part of a Part Exchange Program.
If it is determined that the most economical repair
is assembly replacement, dealers can proceed
with assembly replacement. It may be required to
route transactions to the Warranty Support Center
if the transaction exceeds allowed limits for the
Service Agent.
Dealers who are not required to contact the PQC
prior to assembly replacement must still obtain
pre-approval from DM-CCSP in certain situations
such as when assemblies that are replaced for
customer satisfaction when no defect is found
(“Customer Enthusiasm” repair) or when
assemblies are replaced when it is not the most
economical repair.
Bulletin No.: 16-NA-338
Dealers Required to Contact the PQC
(for engine or transmission assembly
replacement)
PQC restricted dealers will be notified by email from
“[email protected]” and/or their
Regional Representative. Dealers with any questions
concerning why they are required to call the PQC for
assembly replacement authorization should contact
their District Manager-Customer Care and Service
Process (DM-CCSP). The following policies are
applicable to dealers who are required to contact
the PQC:
• Affected Repairs/Labor Operations: Global
Warranty Management (GWM) will identify
associated Labor Operations that require PQC
contact on the “Items Not Allowed” tab under
Analyze Warranty/View Service Agent Profile.
Scroll to the right within the chart to view effective
dates for the following labor operations:
– 4067490: Engine Replacement
– 8464670: Transmission Replacement
• Cost Comparison Worksheets: Dealers must
complete the applicable Engine or Transmission
Cost Comparison Worksheet prior to replacement
and retain it in the vehicle history file. The
Worksheets can be found at:
– GlobalConnect Service tab > Warranty
Administration application > Warranty
Administration Forms
• Assemblies Replaced for Customer
Satisfaction: Dealers required to contact the PQC
should proceed as follows:
– Dealers must still contact the PQC after
approval from their DM-CCSP. Dealers should
advise the PQC of the authorization received
and be prepared to provide calibrations,
diagnostic information as well as a completed
Cost Comparison Worksheet.
Dealers Required to Contact the PQC PQC Process
The following is a step by step process for dealers
required to contact the PQC prior to assembly
replacement:
1. If an engine “noise” is involved, the technician
should attempt to capture that noise on a
30 second Sound File prior to disassembling the
engine
2. Complete the disassembly and diagnosis. This
includes OEM calibration verification number as
outlined in applicable service bulletins.
3. Complete the Cost Comparison Worksheet.
Accurate repair vs. replacement cost estimates
(include the markups) are essential for prompt
handling of your PQC case.
Bulletin No.: 16-NA-338
August, 2020
If an assembly is being replaced per direction from
TAC due to a known product issue, or per
authorization from a Brand Quality Manager (BQM)
or a Field Service Engineer (FSE), complete all of
the information at the top of the Cost Comparison
Worksheet, documenting the TAC case (if
applicable) and/or BQM or FSE involvement
(if applicable). In the Cost Comparison section,
estimates for “Repair” do not need to be
completed. Complete the costs associated with the
replacement of the assembly only.
4. If diagnosis and cost analysis indicate a need for
assembly replacement, then the PQC must be
contacted prior to assembly replacement.
Perform the following:
• Email to PQC at [email protected]. Include your
BAC, job card number, VIN, mileage and an
explanation in the email of why an assembly
replacement is necessary.
• Attach the completed Cost Comparison
Worksheet.
• Attach pictures (.jpg files) showing the point of
failure. This is not required for assemblies on
part restriction or part of an exchange program.
• Attach any engine noise sound files captured as
part of Step 1. This is not required for
assemblies on part restriction or part of an
exchange program.
5. The PQC and TAC will review the case to
determine if an assembly replacement is
appropriate. To submit additional information or
Page 3
follow up on a case, call the PQC at
1-866-654-7654. Be prepared to provide the PQC
the case number (if available) and your BAC code.
• If the assembly replacement is not agreed to,
then proceed with repair of the assembly.
• If the engine or transmission assembly
replacement is agreed to based on information
provided by the Dealer Service Personnel, then
proceed with the replacement.
• Once a determination to repair or replace has
been made, further calls/emails to the PQC are
not necessary.
6. When submitting the engine or transmission
assembly replacement transaction, follow these
steps:
6.1. Scan the shop copy of the job card and attach
it to the transaction.
6.2. Scan the completed Cost Comparison
Worksheet and attach it to the transaction.
6.3. Route the transaction for GM authorization
(H route) to the Warranty Support Center
(WSC) for processing.
Important: Agreement from TAC or PQC (based on
the information provided by the Dealer Service
Personnel) to replace an assembly does not constitute
final determination that the transaction meets all
Service Policy and Procedure requirements. General
Motors reserves the right to audit the transaction,
consistent with applicable law, to ensure compliance
with applicable Service Policies and Procedures.
Version Information
Version
7
Modified
October 7, 2016 – Changes made to 02-07-30-029Z to create 16-NA-338 Version 1:
Updated the information and the GlobalConnect Service Forms graphic.
February 21, 2017 – Removed the Supersede statement, the Service Agent Notification
section, the Table of Contents, the Transfer Case information, the GlobalConnect Service
Forms graphic and the Submit to PQC Instructions section. Then updated the information
and add a Version Information section.
February 27, 2018 – Added the 2019 Model Year, make the Subject concise, clarify
certain portions of the text and change District Manager Aftersales (DMA) to Field
Warranty Manager (FWM).
February 28, 2019 – Added Model Years 2005-2009, revised the Subject, updated the
location of the Cost Comparison Worksheet, and updated all Sections of the Bulletin so it
provides complete PQC Process information for Dealers required to contact the PQC and
Dealers not required to contact the PQC.
June 6, 2019 – Added: Dealers in the U.S. are required to create their PQC case through
GlobalConnect Dealer Case Management, calibration information must be emailed to
[email protected] and removed: Alternately, dealers can email the PQC at [email protected]
until DCM use is required beginning in Q2 of 2019.
October 11, 2019 – Added the 2020 Model Year and updated the information under
Dealers Not Required to Contact the PQC and Dealers Required to Contact the PQC.
July 28, 2020 – This bulletin has now been updated to reflect Canadian dealers only.
Trademark Footnotes
Duramax® is a Registered Trademark of General
Motors LLC (United States)
Duramax™ is a Trademark of General Motors LLC
GM bulletins are intended for use by professional technicians, NOT a "do-it-yourselfer". They are written to inform these
technicians of conditions that may occur on some vehicles, or to provide information that could assist in the proper
service of a vehicle. Properly trained technicians have the equipment, tools, safety instructions, and know-how to do a
job properly and safely. If a condition is described, DO NOT assume that the bulletin applies to your vehicle, or that your
vehicle will have that condition. See your GM dealer for information on whether your vehicle may benefit from the
information.
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