22NA018

Bulletin No.:
Service Bulletin
Date:
22-NA-018
February, 2022
INFORMATION
Subject:
Brand:
Buick
Cadillac
Chevrolet
GMC
Global Warranty Management (GWM) Warranty Parts Center (WPC) Part Photo Return
Process (U.S. Dealers Only)
Model:
GM
Passenger
Cars and
Trucks
Model Year:
from
VIN:
to
2022 and Prior
Involved Region or Country
to
—
—
Engine:
Transmission:
—
—
United States Dealers Only
1. Part Photo Return Process Overview and
Introduction
The GM Part Photo Return Process is a new
method to help reduce the cost and time it takes for
key stakeholders within GM to receive information
regarding the failed part replaced under warranty. It
is estimated that between 25-33% of all replaced
parts can be observed and understood through
pictures. The Part Photo Return process will allow
service agents to take photos of the failed part via
a new tab on the Certified Service Mobile Toolbox
(CSMT) app. This information will then be
transferred to GWM for review. These parts are
analyzed by the key stakeholders including Brand
Quality, Engineering, Suppliers, Production Plant,
Assembly Plant, and Quality management
Personnel. If the photos contain the required
information the requestor is looking for, the service
agent will be notified to scrap the part locally. If the
photos are not sufficient to close out the request,
the Requestor will ask the service agent to ship the
physical part back through the normal part return
process (Per latest version of Service Bulletin
#99-00-89-019).
Fundamental Steps of the Part Photo Return
Process:
1. Requestor Completes WPC Part Return –
Pictures Request
2. Project is approved and is now waiting in the
system for a dealer to submit a claim that meets
the criteria of the project
3. Dealer will receive notification (in GWM and
App) that there is a new photo return request
waiting for them in the App (dealer can also
monitor current or past photo returns.
4. Dealer locates causal part from parts inventory
Copyright 2022 General Motors LLC. All Rights Reserved.
from
5. Dealer Uses CSMT – WPC Part Pictures App to
Complete and Submit Request (dealer will have 10
days to complete this)
6. Claim submission is sent back to Requestor.
7. Requestor Reviews photos submitted by dealer
within 5 days, and has three options
A. Decides that there is enough part issue
information from photos to close out request.
B. Decides that the physical part must be returned
for further investigation.
C. Or does not review photos within 5 days
8. Dealer actions once requestor is finished
reviewing:
If the requestors action is 7A, then the dealer will
receive notification to scrap part correctly.
If the requestors action is 7B, then the dealer will
receive notification to return the part via the current
WPC Part Return Process (#99-00-89-019).
If the requestors action is 7C, then the dealer will
receive notification to scrap part correctly.
Common Terms:
To become familiar with the terminology, review the
common terms below and their respective
meanings:
• Toolbox (CSMT) app = Certified Service Mobile
Toolbox
• Requestor = GM Employee
• Service Agent = Retailer / Dealer / Dealership
• Job Card = Repair Order / Customer Service
Order
• Transaction = Warranty Claim
• Transaction Number = Request Number / Claim
Number
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February, 2022
• Required Parts = ALL parts replaced as part of
a transaction line.
• Causal Part = The part that caused the failure
determined by root cause analysis
• GWM = Global Warranty Management System
2. Parts Retention
Parts that have been selected for the Part Photo
Return Process must be retained for a maximum 5
days following the request submission by the
dealer in the CSMT app. This retention period
applies unless ONE of the following occurs:
• The Requestor has reviewed the request and
has decided that it is okay to scrap the part
locally at the dealer. The request will transfer
from being a “pending request” to “Part OK to
scrap” in the CSMT app.
• The Requestor has reviewed the photos and
has decided that the physical part must be
shipped back to the Warranty Parts Center
(WPC). If this happens, the dealer will receive a
notification, follow bulletin #99-00-89-019, and
have 21 days to complete shipment.
• If there is no response from the requestor after
5 days, then the part can be scrapped locally by
the dealer. The request will transfer from being
a “pending review” to “Part OK to scrap” in the
CSMT app.
Important: Parts must be scrapped/destroyed locally
so they can never enter commerce. Under NO
CIRCUMSTANCES are warranty/policy parts to be sold
for salvage value or installed on ANY vehicle sold at
retail, wholesale, or salvage, or used in ANY other
application.
3. Documentation Requirements
The main documentation required are the photos
taken through the Certified Service Mobile Toolbox
application. The Part Photo Return Process
requires accurate and clear photos:
– 1 photo of entire causal part, pointing to area of
concern
– 1 close photo of the area of concern on the
causal part
– A photo of each/any part labeling on the
causal part
• In addition to the three required photos, an
additional three photos and one 15 second
video may be added to the request.
• Any comments which will help explain the issue
at hand.
4. Service Agent Requirements / Safety
Safety is a foundational commitment by General
Motors, and it is never to be compromised. It is
imperative every Service Agent follows standard
General Motors Policies when dealing with the Part
Photo Return process. Service Agents are to also
Bulletin No.: 22-NA-018
adhere to Federal, State, Local, and General
Motors Shipping Policies if parts must be returned
to the WPC.
5. Understanding Service Agent Notifications,
Feedbacks, Credits, and Debit Notifications
• New Request: The service agent will receive a
notification in GWM and App for each new part
photo request.
• Pending Review: The photos have been
submitted and are waiting for the reviewer to
review the submitted photos.
• Ok to Scrap: The service agent will monitor the
app for updates to each transaction. If the
reviewer decides there is enough information in
the photos, the transaction will update to be
under the “OK to Scrap” header in the app and
the dealer will be able to scrap the part locally.
• Return part: The service agent will monitor the
app for updates to each transaction. If the
reviewer decided the part needs to be shipped
back for further investigation, the transaction
will update in the app to be under the “Part
Return Required” header. The service agent will
have 21 days to return the physical part back to
the Warranty Parts Center.
Feedbacks
• The service agent may receive a feedback if the
part photo request submission is not properly
completed (i.e. proper number of photos and
quality per above information in Documentation
Requirements).
Reimbursement - Administrative Allowance
• If a Service agent completes a Part Photo Return
Request, they will be eligible to receive
reimbursement.
• You must wait until the Part Photo Return Request
has been chosen to be “scrapped locally” or
“returned to the Warranty Parts Center (WPC)”
before submitting for an administrative allowance.
• For Part Photo Return requests that are scrapped
locally, submit up to $20 in the Net/Administrative
Allowance field of the transaction. (Total of $20
Reimbursement).
OR
• If the Part Photo Return is transitioned to a
Physical Part Return, submit up to $25 in the Net/
Administrative allowance field of the transaction.
(Total of $25 Reimbursement).
Note: The allowance maximum is $25
Debits
• If Service Agent does not review the request and
submit a part photo return within 10 days, the
claim will move to pending debit and be processed
for debit accordingly.
Bulletin No.: 22-NA-018
February, 2022
Page 3
Information for Dealer (Parts Manager, Part Advisor,
Service Manager, Warranty Administrative, etc.) on
how to submit a Part Photo Return as well as
monitor current Part Photo Return Submissions.
Submitting a Photo Part Return Via the
Certified Service Mobile Toolbox
Application (CSMT)
Dealers are the cornerstone of the Part Photo Return
Process as they are the ones who will be taking the
pictures of the parts. If the pictures are not of
substantial quality, then the entire Part Photo Return is
not effective and the part will have to be shipped to the
WPC for further inspection. It is critical that the service
agent does their absolute best to describe and
photograph the area of concern on the causal part.
Downloading the Certified Service
Mobile Toolbox Application (CSMT)
If you need to install the CSMT app, it is free and
available for use on Apple iPhones using iOS 13.6 or
higher and Android operating devices using version 8.1
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 phone and tablets) and the App store (Apple
phone and tablets). 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.
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3. Download and install the CSMT app on your
device.
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4. When you first load the CSMT app, you will be
asked to use your Global Connect ID and
password to log in. Once logged in, you will need
to fill in your profile.
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February, 2022
Bulletin No.: 22-NA-018
Using the Certified Service Mobile
Toolbox Application (CSMT)
Steps to Submit a Part Photo Request:
1. Service agent (Parts Manager, Part Advisor,
Service Manager, Warranty Admin, etc.) will see in
Global Warranty Management (GWM) or in the
WPC Part Photo Return Tab in the CSMT app that
there is a Part Photo Return request awaiting
completion.
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• The service agent will be able to view Part
Photo Returns in GWM in the same way that
current Physical Part Returns are shown. The
service agent will only be able to submit a Part
Photo Return through the CSMT app.
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Bulletin No.: 22-NA-018
February, 2022
2. Service agent will open up CSMT application.
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New Requests are coded in 3 different colors
based on length of how long request has been
active:
• Requests with a GREEN CIRCLE = WPC Part
Photo Return Request is 0-3 days old
• Requests with a YELLOW TRIANGLE = WPC
Part Photo Return Request is 4-6 days old
• Requests with a RED SQUARE = WPC Part
Photo Return Request is 7-10 days old
Important: If service agent does not review the
request and submit a part photo return within 10
days, the claim will move to pending debit and be
processed for debit accordingly.
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3. Service agent will select the WPC Part Photo
Return Tab which takes the service agent to the
home screen.
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Note: From here, the service agent can monitor all
present and past requests (look at status and
information).
4. Service agent will select the header labeled “New
Photo Request.” The header will expand and show
all new photo requests that are awaiting
completion.
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5. Service agent will then select the appropriate new
photo request. This will take service agent to a new
screen with details of the new photo request.
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February, 2022
Bulletin No.: 22-NA-018
Note: This screen will provide all the information
needed to understand which part is of interest for this
Part Photo Return Request.
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6. Service agent will locate the causal part by job
card/claim information described in the new part
photo request.
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7. The service agent will select the camera icon on
the new part photo request page. This will allow the
device to open the camera App to allow service
agent to take photos.
8. Service agent will follow the instructions of taking
photos of the causal part. Below are the listed
guidelines for taking photos for the Request.
Guidelines for Photos
Up to 6 photos and one 15 second video
Please use the camera to take the following
pictures:
• Overall picture of causal part with pointer to the
area of concern*
• Close-up area of concern of causal part*
• Part labeling on causal part*
• Other additional photos (Optional)
• Video [maximum 15 seconds] (Optional)
* (required)
Bulletin No.: 22-NA-018
February, 2022
Page 7
Note: These pictures are what make this process
effective. It is imperative pictures submitted for a Part
Photo Return request are as clear and detailed as
possible.
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9. Once photos and video are completed, the service
agent will click the back arrow in the top left to be
brought back to the request page. If the service
agent would like to delete photos, they can do this
by using the edit function in the top right corner.
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10. The request can now be submitted with photos.
Use the submit button to submit the request. This
will automatically move the request to the outbox
which will show the status of the request as
“submitting.” Once submitted, the service agent will
be able to view the request under the “Pending
Review” header.
Monitoring Part Photo Requests
Dealers will be able to monitor current and past part
photo requests within the Certified Service Mobile
Toolbox Application as well as in Global Warranty
Management. This will allow complete oversight as to
which parts are good to be scrapped and which parts
may have to be shipped to the warranty parts center
according to the review decision.
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February, 2022
Bulletin No.: 22-NA-018
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Using the CSMT application, dealers will be able to
view all Part Photo Return requests and see which
status they are in. They can do this by expanding each
header and view the individual requests.
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Using GWM, Dealers will have an additional tab on the
main page to monitor Part Photo Requests. This tab will
be in a similar location to the current “Part Returned
Required” tab. To view details about any Part Photo
Return transaction, the dealer can select the number to
the right of the desired tab. This will bring the dealer to
a new screen with multiple transactions.
Bulletin No.: 22-NA-018
February, 2022
Page 9
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To view details about any Part Photo Return transaction
under that certain tab, the dealer can select a specific
transaction number. From here, the transaction detail
page will show.
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If the dealer would like to see the status of a current
Part Photo Return, they can select the transaction
detail screen and scroll down the page and view the
status.
Technical Support for the CSMT App:
For U.S: Please reach out to the GlobalConnect
Helpdesk at 888-337-1010, prompt 1, sub prompt 2.
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February, 2022
Frequently Asked Questions:
Q1. Will information on this process be added to the
WPC Bulletin?
A1. Once we launch nationally, Service Bulletin
#99-00-89-019 will be updated with a section for the
Part Photo Return Process.
Q2. What if a dealer gets a photo request and does
nothing? Will they be debited?
A2. Yes. Requests not received within 10 calendar days
will move the to debit status.
Q3. What if nobody in the parts department has
downloaded the CSMT app?
A3. Dealer parts managers will be responsible for photo
part process like they are today for hard part process.
They must have a person responsible for utilizing the
app to fulfill Part Photo Returns.
Q4. Who can use CSMT Part Photo Return and fulfill a
Parts Photo Return Request?
A4. Parts Managers, Parts Advisors, Service
Managers, and Warranty Administrators
Q5. Will dealers receive an Administrative Allowance
for fulfilling a Part Photo Return Request?
A5. Part Photo Return Requests will be eligible to
receive an administrative allowance for each
submission (like the current WPC Part Return. For Part
Photo Return requests that are scrapped locally, submit
up to $20 in the Net/Admin Allowance field of the
transaction. (Total of $20 Reimbursement) OR If the
Part Photo Return is transitioned to a Physical Part
Return, submit up to $25 in the net/admin allowance
field of the transaction. (Total of $25 Reimbursement).
*Note: The allowance maximum is $25
Q6. How is a Part Photo Return different from a
Pre-Repair Authorization (PRA)?
A6. A Pre-Repair Authorization (PRA) is the submission
for an authorization request prior to replacing a certain
group of components on a vehicle. A Part Photo Return
is a reactive process where the part/component is in
the parts inventory. A PRA is more specified process
Version
1
Modified
Released January 28, 2022
Bulletin No.: 22-NA-018
that covers only certain components while the new Part
Photo Return process will have a chance to cast a
larger net.
Q7. Can a part/component be applicable to A Part
Photo Return and a Pre-Repair Authorization?
A7. There is a possibility that a part/component can be
applicable to both processes. We are working to limit
the chance of this happening by educating requestors
about both processes to reduce the amount of times a
photo is taken of a certain part
Q8. What is the timeline difference for submission
between a Physical Part Return and a Part Photo
Return?
A8. Part Photo Returns allow the dealer 10 calendar
days to complete a request. A Physical Part return
allows dealers to have part arrive at Warranty Parts
Center within 21 days (Shipping a physical part within
10 days of notification).
Q9. I work at multiple dealers with multiple BACs; how
will I be able to submit Photo Requests?
A9. Each of your BACs should have a unique Global
Connect ID for you. You should log in to the application
with the appropriate Global Connect username and
password.
Q10. What notifications/alerts will I receive about New
Part Photo Requests?
A10. You will have to monitor either Global Warranty
Management, like you do today for physical part
returns, or you can monitor the Part Photo Return within
the app. All the information can be found within the app.
Additionally, you will receive a notification for
confirmation of submitting a Part Photo Request.
Q11. What if a part does not have any part labeling?
A11. Due to the functionality of the app, you must have
at least three photos before you are able to submit. If
there is no part labeling on the causal part, please take
one more detail photo of the causal part. Additionally,
please write in the comments section of the request
that there is no part labeling.
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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