18NA306

Service Bulletin
Bulletin No.:
18-NA-306
Date:
May, 2021
WARRANTY ADMINISTRATION
Subject:
Warranty Administration – Pre-Repair Authorization (PRA) Process and Information
Brand:
Model:
Buick
GM
Passenger
Cars and
Light Duty
Trucks
Cadillac
Chevrolet
GMC
Model Year:
from
VIN:
to
2021 and Prior
Involved Region or Country
to
—
Engine:
Transmission:
—
United States and Canada
Important: This bulletin is NOT applicable to Medium
Duty Vehicles.
Important: The PRA tool is being utilized for select
field actions. Please be mindful of this when processing
field action bulletins, as it will be indicated in the bulletin
if it is necessary to submit via PRA, prior to claim
submittal.
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
• Select Field Actions
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.
Copyright 2021 General Motors LLC. All Rights Reserved.
from
Overview
The PRA process uses an App (CSMT- Certified
Service Mobile Toolbox) to submit an authorization
request prior to replacing any of the components listed
above under warranty. The dealer utilizes the App to
submit details and photos of the condition to GM for
review. Once the request is reviewed, a decision of
accepted (warrantable), rejected (non-warrantable) or
rework (more information required) is returned to the
dealer via device push notification, as well as being
documented in Global Warranty Management (GWM).
The dealer is provided a pre-authorization number for
each request and must include the pre-authorization
number on approved warrantable claims.
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.
Note: For Canadian dealers in the province of Quebec,
French language is available for CSMT app released
after May 24th, 2021.
Pre-Repair Authorization Tool
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 in the left-hand menu to create and
submit your request.
Page 2
May, 2021
The CSMT App is free and available for use on select
Android™ and Apple® operating systems including
tablets and iPads. The 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.
Current operating system (OS) requirements are as
follows:
Apple (iPhone): OS Versions 12, 13 and 14 supported
Android: OS Versions 8, 9, 10 and 11 supported
*If you cannot upgrade to an OS above, and have
Android OS 6/7, please contact the GlobalConnect
Helpdesk at 888-337-1010, prompt 1, sub prompt 2 to
acquire a past version of the App with updated security
measures.
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 > Authorizations). In
Canada, to the “CSMT” tab on the Warranty
Administration home page in GlobalConnect.
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 to the CSMT App
select PRA from the left- hand main menu.
Bulletin No.: 18-NA-306
2. Enter the last 8 digits or the full 17 digit VIN into the
first field. Alternatively, you can select the scan
button, choose text and scan the VIN behind the
windshield or choose QR/Bar Code and scan the
QR code located in the driver side door pillar.
Note: VIN confirmation and/or lookup will occur after
hitting validate, prior to moving to the next PRA form
page. Additionally, a Bumper to Bumper warranty check
(in Canada, a Base Warranty coverage check) and
duplication of PRA submission check will also occur at
this point in the process.
3. Enter the odometer reading. The odometer reading
entered must match the odometer reading shown
in the photo (see section below).
4. Select the component type and the defect type
from the available drop down menus.
• Some components may have an additional drop
down appear prior to moving onto the
defect type.
5. Click the “Validate” button. This is when the
above-mentioned lookup/checks occur.
6. You will be taken to the second PRA form page
where the above information is listed.
7. The next two fields ask to describe the customer
concern and requested repair. Please be sure to
provide as detailed description as possible, it is
important for our specialists understanding.
8. Include the job card number in the field provided.
9. Click on the camera icon. Once in the gallery, click
“Add Media” and take the necessary photos, and
video if required, of the component. All necessary
photos and video can be taken once Add Media is
clicked, no need to return to gallery in between.
The app must be used to submit photos with the
PRA request.
Note: Up to 20 pictures can be taken and one 30
second video. This will allow documentation of all
concerns.
Required Photos:
• 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
May, 2021
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
May, 2021
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, which makes it easy to view and see the customer’s concern.
Bulletin No.: 18-NA-306
May, 2021
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
May, 2021
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
May, 2021
5153197
This dealer took a photo from an angle that is
hard to determine any damage to the mirror.
Important: 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.
10. When all photos/videos have been taken, click the
“Done” button on the left-hand top of your screen.
11. On the Gallery page you will be able to review your
photos.
• A short tap will enlarge your photo, where you
will see that the VIN, date and time are
watermarked on the lower right of each photo.
• A long press will display the delete option
(garbage can in upper right corner), and you
can choose any photos desired to be deleted,
then click the garbage can.
12. When satisfied with the quality of photos and
video, tap “<” in the upper left corner.
13. 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.
Page 7
14. Review all information on the last “PRA Form”
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.
15. Send your request. A “Thank you” message will
appear. From here you can click Go to PRA History
or Submit another PRA, or return to the main
menu. You will also receive a notification that the
submission was successful or failed.
• At first use, a pop up will appear asking if you
want to current and future submission to be
done over Wi-Fi only. Once selected you can
change your selection in the future by going to
Settings in the left-hand main menu.
The request is reviewed by a PRA specialist who will
then send a notification to your device with a decision
of “Accepted, Rework or Rejected”. You can click the
notification, or go directly to your PRA History tool in
the CSMT App to view the decision.
Rework is a category created when there is further
documentation that the PRA specialist may need.
• When the Rework section of the PRA History page
appears and a PRA you submitted appears inside,
click the “>>” to view the Requested Details page.
• The second point down, after Status, is PRA Team
Comments. Here you will find what the PRA
specialist is requesting you return, in order to
receive an Accepted or Rejected decision.
• Click “Rework” in the upper right-hand corner to
be taken to the Required Details page. You will
have the ability to edit the customer concern and
observations field, the requested repair field and
job card number field.
• Here you can add additional requested photos
(minimum one) as well as add any comments
that will go back to the specialist reviewing
your submission.
• Clicking “Next” will take you to the Review Report
page, where you can review your Rework
submission. You can either go back with “<” to edit
if needed, or select “Submit.”
• A “Thank you” page will show, same as an original
submission.
Important: A PRA that is returned as a Rework from
the PRA team, and submitted back to the PRA team,
will upon submission have a New PRA number and, be
found in the New section of the PRA History, until
determined Accepted or Rejected.
Note: If not updated to the most recent version of the
app, a Rejected response may indicate Final rejection
OR include a note for additional information needed. In
the case of needing to submit further info, the dealer
must contact the PRA team via email at [email protected]
(in Canada, [email protected]) or call 866-446-2900
enter "0" then prompt 7. Please include the VIN or PRA
number in subject line when submitting details via
email.
Page 8
May, 2021
Bulletin No.: 18-NA-306
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 (in Canada, Monday-Friday 8am-5pm ET).
• If a warrantable decision is returned, the dealer
will continue their process to complete the repair.
Submitting approved transactions is covered at
the end of this bulletin.
• If the PRA team determines that the condition is
not warrantable, the decision should be provided
by the dealership to the customer along with an
estimate for repairs. Dealerships do have the
option of submitting all or a portion of the repair
expense for customer enthusiasm and must mark
the Customer Enthusiasm indicator on the
transaction if doing so.
The PRA team can be reached at 866-446-2900 enter
"0" then prompt 7, or through email [email protected] (in
Canada, [email protected]). Make sure to provide
Your Name, BAC#, and VIN# of PRA request. The PRA
team is unable to review requests prior to the
submission through the CSMT app. The PRA team is
able to work with the Dealerships, however customers
questions should be directed to Customer Assistance
Center.
Labor Code:
Labor Description:
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
Technical Support for the CSMT App:
• For US: Please reach out to the GlobalConnect
Helpdesk at 888-337-1010, prompt 1, sub
prompt 2.
• For Canada: Please reach out to the Dealer
Support Services phone number
1-800-265-0573. Language prompts: 1- English,
2- French.
Labor codes that are on restriction:
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
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
8060400
Wheel Replacement
7022890
Front Seat Center Cushion
Replacement
2050220
Outside Rearview Mirror
Replacement
7022940
Front Seat Cushion Center Pad
Replacement
1042980
Front Door Trim Panel Replacement
Front Seat Cushion Cover and Pad
Replacement
1044260
Rear Door Trim Panel Replacement
7023350
7440130
Steering Wheel Replacement
7023358
Front Seat Cushion Cover and Pad
IT 030G/15
9105629
N202315730-Wheel Casting with
Exposed Porosity
7023370
Driver or Passenger Seat Cushion
Pad Replacement
9105364
7023390
Front Seat Cushion Cover
Replacement
N202315731-Wheel Casting with
Exposed Porosity on Extra Set of
Wheels
Bulletin No.: 18-NA-306
May, 2021
Additional Tips and Notes:
• Open the app first and use the built-in app feature
to take photos. You can take up to 20 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.
• 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.
• To view past PRA submissions, please use the
new PRA History selection in the left menu. Here
you can view any new, queued (outbox),
accepted, reworked or rejected past PRA
submission for either the specific user or the
entire BAC.
• 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!
• Additional resources on the CSMT App and the
PRA process can be found in the GlobalConnect
Warranty Administration Resource Center under
Policy and Procedure Compliance/Authorizations.
Page 9
Processing Approved Pre-Authorizations through
Global Warranty Management (GWM)
All received PRA requests will be assigned a PRA
number and recorded in Global Warranty
Management (GWM).
• Best Practice is to document the PRA number on
the repair order to help your Warranty
Administrator in claim submission.
• Warranty Administrators can also download the
CSMT App to view BAC submissions in PRA
History.
Once an Accepted response is received, proceed with
the repair and submit the warranty transaction as
follows:
• Submit the transaction using the labor code listed
in the approval PRA. 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. Comments must be added in the
Comments section.
5153062
Page 10
May, 2021
Bulletin No.: 18-NA-306
Version
7
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.
January 17, 2020 – Removed and updated information under Step 10, Restricted Labor
Codes title and Additional Tips and Notes section.
September 29, 2020 – Added the 2021 Model Year and updated the applicable
information throughout the bulletin.
December 23, 2020 – Added Canada to the Involved Region or Country section and
updated the applicable information for Canada throughout the bulletin.
March 29, 2021 – Added second Important statement with Field Action Information,
added Select Field Actions to first bulleted list, clarified Canadian information in second
Note under Overview, added Technical Assistance for the CSMT App section and added
2 new Wheel Casting Labor Codes to restricted Labor Codes table.
May 21, 2021 – Updated applicable information throughout the bulletin.
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