18-NA-146

Bulletin No.:
Service Bulletin
Date:
18-NA-146
February, 2023
WARRANTY ADMINISTRATION
Subject:
Warranty Administration – Proper Labor Operation Selection and Causal Part
Identification for Warranty Transactions (U.S. Only)
Brand:
Model:
Buick
GM
Passenger
Cars and
Trucks
(including
Medium
Duty)
Cadillac
Chevrolet
GMC
Model Year:
VIN:
from
to
from
to
2010
2023
—
—
Involved Region or Country
Engine:
Transmission:
—
—
United States
GM Service Policies and Procedures (Article 6.3)
requires Service Agents to properly identify the causal
part on all warranty transactions. The “causal part” is
defined as the part failure that caused the need for the
repair.
Proper identification of the causal part includes:
• Assigning the labor operation that is best
associated with the causal part.
• Detailing the cause in the Cause text field of the
transaction.
• Marking the Causal Part indicator next to the
correct part in the Parts section of warranty
transactions involving one or more replacement
parts. When no parts are replaced as part of the
vehicle repair, causal part identification is not
required.
Examples:
Cause/Correction Summary Description (complete
diagnostic info not included for this example)
Correct Labor Operation
Causal Part
Spark plug misfiring. Spark plug replaced.
4020060 Spark Plug
Replacement
Spark Plug
Spark plug misfiring. Damaged catalytic converter. Spark plug
and catalytic converter replaced.
4020060 Spark Plug
Replacement
Spark Plug
Reject code 067 – Part xxxxxx is not a compatible
part for labor code xxxxxxx: Should you receive this
reject on a submitted transaction, check with the GM
Warranty Job Aid tool to see what acceptable labor
operation(s) are associated with the causal part on the
transaction. The tool is located in GlobalConnect >
Service Information (SI). From the SI homepage, simply
enter the full VIN, click on the GM Warranty Job Aid
Copyright 2023 General Motors LLC. All Rights Reserved.
link, and enter the causal part number. If GM Warranty
Job Aid does not list any labor operations associated
with the causal part, utilize the GM Labor Time Guide to
determine the “closest to” labor operation or contact the
Dealer Business Center (DBC) at 1.888.414.6322 for
further assistance.
Page 2
February, 2023
Bulletin No.: 18-NA-146
Here are a few scenarios to help clarify this process
and any associated requirements. Please refer to the
“Prepare and Submit a Transaction” section
(sub-section D2.j) of the Global Warranty User Manual
for additional tips on transaction submission. The
screenshots included in this bulletin display listed
functions as they appear in GWM. DMS applications
may appear differently.
• Consequential Damage: When a single separate
component fails and damages another
component/components, utilize the labor
operation associated with the source component
(casual part). All parts and labor associated would
be claimed on the same transaction, utilizing OLH
as necessary to cover the labor for repair/
replacement of the subsequently damaged part(s).
5051783
Example: A misfiring spark plug causes damage to
catalytic converter. The spark plug and converter are
both replaced. Submit the transaction using spark plug
labor operation, claiming both parts in the parts field.
Select the Causal Part indicator for the spark plug part
number.
Utilize OLH to cover the additional time to replace the
catalytic converter. OLH time should not exceed the
standard base time allowed for converter replacement.
Service Management authorization on the job card
does not apply and separate on/off punch time for the
converter replacement (OLH claimed) is not required.
Bulletin No.: 18-NA-146
February, 2023
Page 3
5051786
Service Agent Self Authorization identification on the
transaction would be required for OLH and/or
excessive parts. Authorization comments must explain
that the parts/labor was a result of consequential
damage. The transaction may require GM authorization
(Warranty Support Center) if the Parts Total or OLH
submitted is beyond Service Agent Empowerment
limits.
• Internal Part Caused Assembly Failure: If the
causal part is a sub-component of an assembly,
and entire assembly replacement is the most
cost-effective repair, utilize the assembly labor
operation. Example: A main bearing causes block
scoring; assembly replacement is required. Utilize
the published labor operation and time associated
with the engine assembly replacement. Main
bearing replacement labor time is not applicable
as the bearing is an internal part of the entire
assembly being replaced.
5051787
Page 4
•
February, 2023
As the main bearing can’t be selected using the
“Causal Part” radio button as is not a separate part
charged out on the transaction, it should be
manually entered in the Causal Part Number or
description field.
Exception: If the repair is related to an open field
action (ie: Recall, Special Coverage), the field
action labor operation must always be used
regardless of the consequential damage.
External Part Causes Assembly Failure: If the
causal part is external to an assembly it damaged,
and there is a separate part number for the
external part not included in the assembly part
number components, utilize the labor operation
associated with the external causal part.
Examples: Radiator failure causes damage to the
transmission; Catalytic Converter failure causes
damage to the engine.
All parts replaced as a result of the failed
component must be submitted on the same line in
the parts field, including the assembly. Utilize OLH
to cover additional time to replace the assembly
replacement. OLH time should not exceed the
standard base time allowed for assembly
replacement. Service Management authorization
•
Bulletin No.: 18-NA-146
on the job card does not apply and separate on/off
punch time for the assembly replacement (OLH
claimed) is not required. Service Agent Self
Authorization identification on the transaction
would be required for OLH and/or excessive parts.
One Concern but Separate Causes: When two
unrelated causes are found contributing to a
single complaint, then these should be claimed
separately in two transactions, using the labor
operation applicable to each failed (causal)
component. Examples: Single complaint of fluid
leaking but 2 different leaks are found; Single
complaint of vibration but 2 different causes found.
As the customer expressed a single complaint,
this would not be considered an “add-on” so you
do not have to identify one of the transactions as
such. However, Service Management
authorization is required for repeat (pyramiding)
repairs. NOTE: This does not waive the
responsibility of the Service Consultant in asking
fact finding questions to determine if the
customer’s concern is actually two concerns and
should be written as such.
Example: Customer complains fluid is leaking, but
further discussion identifies that the customer has
noticed the leaks in two different areas, and/or that
the fluid leaking is two different colors.
Version
4
Modified
Released May 03, 2018
Revised August 23, 2019 – Added the 2020 Model Year, removed the Note under Internal
Part Caused Assembly Failure, removed a sentence in External Part Causes Assembly
Failure section and added a Note.
Revised April 07, 2021 – Added the 2021 Model Year and updated applicable information
throughout the bulletin.
Revised February 20, 2023 – Added the 2022-2023 Model Years.
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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