04-00-89-015Z

Bulletin No.:
Service Bulletin
Date:
04-00-89-015Z
April, 2023
WARRANTY ADMINISTRATION
Subject:
Warranty Administration – Required Operating Procedures – 8 Points (U.S. Only)
Models:
2024 and Prior GM Passenger Cars and Trucks
Attention: This service bulletin does not apply to GM of Canada Service Agents. GM of Canada
Agents should reference the General Motors of Canada Company Service Policies and
Procedures Manual.
This bulletin has been revised to add the 2024 Model Year, the Good Add-On Repair Approval
Examples section and update applicable information throughout the bulletin. Please discard
Corporate Bulletin Number 04-00-89-015Y.
The following 8 points are taken from the GM Service
Policies & Procedure Manual (P&P). They represent
key GM requirements for service operations. For
complete details of all policies and procedures, please
refer to the GM Service Policies & Procedures Manual
using the “Sales, Service, & Parts Policy and
Procedures” Application Link in the Service section of
GlobalConnect.
These are minimum control requirements for work
performed on behalf of GM. Dealers have the discretion
to establish more stringent control requirements for
their dealership with regard to work performed on
behalf of GM, as well as customer pay and
internal work.
1. AUTHORIZATION TO PERFORM
REPAIR(S)
Each policy and warranty job card is to be signed by the
customer authorizing the Service Agent to perform the
requested service/repairs. Authorization must be
obtained at initial write-up and prior to any repairs being
performed. An authorization to perform repairs
statement must be included on every job card. It is this
statement customer(s) must acknowledge (see
example below).
“I hereby authorize the repair work above to be done
along with the necessary material and agree that you
are not responsible for loss or damage to the vehicle or
articles left in the vehicle in case of fire, theft, or any
cause beyond your control or for any delays caused by
unavailability of parts or delays in part shipments by the
supplier or transporter. Thereby grant you or your
employees permission to operate the vehicle herein
described on streets, highways or elsewhere for the
purpose of testing and/or inspection. An express
mechanic’s lien is hereby acknowledged on above
Copyright 2023 General Motors LLC. All Rights Reserved.
vehicle to secure the amount of repairs hereto.” Any
warranties on products sold hereby are those provided
by the manufacturer. The seller hereby expressly
disclaims all warranties, express or implied, including
any implied warranty of merchantability or fitness for a
particular purpose and the seller neither assumes nor
authorizes any other person to assume for it liability in
connection with the sale of said products. Any limitation
contained herein does not apply where prohibited
by law.”
_________________________________
Customer Signature
There is to be a clear understanding of responsibility for
all charges at the time the job card is written and while
the customer is present. Customer must be provided a
copy of the initial write-up document.
Acceptable Customer Authorizations
• Customer signature under the authorization to
perform repair statement on the job card at the
time of original write up.
• Early bird envelope or drop off form completed by
the customer. The early bird envelope or drop off
form must be attached to the job card.
• Documentation such as a hand-written note or
email provided by the customer prior to the initial
job card write up documenting the service
requests. The documentation must be attached to
the job card.
• Signed pre-write up worksheet, as long it contains
all required information (refer to the GM Service
Policies & Procedure Manual Article 6.2.1). The
pre-write up worksheet must be attached to the
job card.
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April, 2023
Bulletin No.: 04-00-89-015Z
Electronic authorization (e.g. obtained by tablet),
as long as it is obtained prior to the repairs being
performed. E-signatures must be transferred to
the pre-write up worksheet or job card and
subsequently deleted.
No additional Service Management authorization
is necessary on job cards written by the service
manager for stock units. Service manager must
show as the writer of the job card (where a service
consultant/advisor typically would). The Service
Manager signature is still required where the
customer typically signs the job card at the time of
write up, but there is no need provide the
additional 4-element Service Management
authorization.
Customer Authorization Unavailable
• If Service Agent is unable to obtain one of the
above acceptable customer authorizations,
service management must state the reason and
sign on the authorization line on the job card, prior
to any repairs being performed. Service
management approval (explanation, date, time,
and signature/initials) is required.
• When servicing Service Agent-owned vehicles,
including new and used vehicles in inventory,
service management is to sign the job card
authorizing the work prior to repair. Service
management approval (explanation, date, time,
and signature/initials) is required. PDIs and
Required Field Actions (ZFAT and ZPDI
Transaction Types) are excluded from this
requirement.
Reference: GM Service Policies & Procedures Manual
Article 6.2.2
2. SERVICE MANAGEMENT
APPROVALS AND TRANSACTION
AUTHORIZATIONS
Select items will require a documented Service
Management approval either prior to the repair, prior to
transaction submission, or at the time of first
transaction rejection. Service management approval in
the form of a signature (or initials), date, time and
explanation documents the supervision and consent of
Service Agent facility service management for all
scenarios.
Service Management Approval Required
The following authorizations must be documented on
the job card separately.
Item
When Authorization is
Required
Other Related Requirements
Customer Signature Not
Available
Prior to Work Being
Performed
Service Management approval must explain why the customer signature
was not available.
Warranty on DealerOwned Inventory
Prior to Work Being
Performed
Excludes ZFAT and ZPDI Transaction Types. Service Management must
also sign on the authorization to repair line of the job card.
Added Operation
(Add Ons)
Prior to Work Being
Performed
Must be first inspected and verified by service management before it is
added to the job card. Includes added operations when servicing dealerowned inventory (excluding added lines for open Required Field
Actions). Customer authorization required prior to work performed.
Bulletin No.: 04-00-89-015Z
April, 2023
Page 3
When two or more of the following situations apply to
the same job card, Service Management may
document a single authorization (Signature/initials,
date, time) with a separate explanation to support each
item authorized.
Item
When Authorization is
Required
Other Related Requirements
Other Labor Hours (Auth
Code E)
Prior to First Transaction
Submission
Service management is responsible for reasonableness of OLH
requested and validation that technician comments and time ticket
documentation support time requested.
Repeat Repairs –
Previous job card
(comeback) (Auth
Code R)
Prior to Transaction
Submission or at the
Time of First Rejection
Service Management is responsible for determining that current repair is
GM responsibility and not a result of previous improper dealer
workmanship or diagnosis. Authorization must explain how it was
determined that repair is not a comeback.
Repeat Repairs – Same
job card (Pyramiding)
(Auth Code R)
Prior to Transaction
Submission or at the
Time of First Rejection
Service Management is responsible for determining that all repairs on
the job card are GM responsibility and not a result of lack of proper
diagnosis.
Straight Time (ST)
Exceeding 2 Hours
Prior to First Transaction
Submission
Service management is responsible for the reasonableness of straight
time requested.
Policy Adjustments (Auth
Code A)
Prior to First Transaction
Submission
If the amount requested is more than $500 beyond the Policy Evaluation
Tool result, pre-approval is required via the Aftersales Empowerment
Portal
Auth Codes H (excess
net amount), P (excess
part amount), and M
(odometer discrepancy)
Prior to Transaction
Submission or at the
Time of First Rejection
Service Management explanation must support reason for authorization
request.
Customer
Reimbursements up
to $1000
Prior to First Transaction
Submission
Refer to the GM Service Policies & Procedures Manual Article 6.4.1 for
details.
Vehicle Payments within
Dealer Empowerment
(Labor Op 0600005)
Prior to First Transaction
Submission
Refer to the latest version of Service Bulletin 11-00-89-005 for details.
Incidental expenses up
to $500 (Labor Op
0600015)
Prior to First Transaction
Submission
Refer to the latest version of Service Bulletin 11-00-89-005 for details.
Wholesale Pre-Approval Required via the
Empowerment Portal
Dealer pre-approval requests must be submitted via the
Dealer Aftersales Empowerment Portal on
GlobalConnect.
Item
When Authorization is
Required
Other Related Requirements
Policy Adjustments (Auth
Code A) more than $500
beyond the Policy
Evaluation Tool result
Prior to Repairs
A copy of the Policy Evaluation Tool result and the approved portal
request must be attached to the transaction. The Policy Evaluation Tool
must be ran for each repair/transaction.
Car Rentals 7 or
more Days
By Seventh Rental Day,
and Final #Days prior to
First Transaction
Submission
Rental days must be supported by the repair performed. Day by day
time-line of rental and repair status required. SPAC case number, if
applicable, must be provided.
Vehicle Payments above
Dealer Empowerment
(Labor Op 0600005)
Prior to Repairs
Refer to latest version of Service Bulletin 11-00-89-005 for related
policies.
Incidental Expenses over
$500 (Labor Op
0600015)
Prior to Repairs
Refer to latest version of Service Bulletin 11-00-89-005 for related
policies.
Use of a Non-GM Part for
any Repair Covered
by GM
Prior to Repairs
Refer to the GM Service Policies & Procedures Manual Article 1.1.2 and
Article 3.8 for disclosure requirements.
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April, 2023
Bulletin No.: 04-00-89-015Z
When a Repair is More
Cost Effective but an
Engine or Transmission
Assembly is Replaced for
Customer Satisfaction
Prior to Repairs
DO NOT check "Customer Enthusiasm" indicator on the transaction
unless absolutely no defects were found in any vehicle component.
Any Policy on a Vehicle
Covered by an
Aftermarket Service
Contract
Prior to Repairs
Service Management must validate that repair is not covered by an
active service contract.
Any Policy on a Buyback
Vehicle
Prior to Repairs
Use of Policy Evaluation Tool still required
CPO Repairs involving a
CPO Restricted Labor
Operation
Prior to Repairs
Refer to CPO Program Information
Warranty Block Override
Prior to Repairs
Refer to the GM Service Policies & Procedures Manual Article 4.7 for
details on which repair types require approval
Courtesy Transportation
outside of warranty
during Field Action
repairs when the Field
Action Bulletin does not
include provisions for
Courtesy Transportation
Prior to Providing
Courtesy Transportation
Per the GM Service Policies & Procedures Manual Article 4.4 and Article
10.10 and latest version of Courtesy Transportation Service Bulletin 0700-89-037.
Warranty Support Center (WSC) Approval Required
The following claim types must be routed for “GM
Authorization” in Global Warranty Management.
Item
When Authorization is
Required
Other Related Requirements
Tire Replacements over
12,000 Miles
At time of Transaction
Submission
Transaction must contain the tire proration amount in the Service Agent/
Customer Participation field. Deviations from proration must be
supported with solid business case.
OLH Amounts (Auth
Code E) Beyond Dealer
Empowerment Limits
At time of Transaction
Submission
WSC may require attachments to support the OLH request.
Customer
Reimbursements
over $1000
At time of Transaction
Submission
Refer to the GM Service Policies & Procedures Manual Article 6.4.1 for
policies related to customer reimbursement.
Authorizations R, H, P
and M Beyond Dealer
Empowerment Level
At time of Transaction
Submission
Service Management explanation must support reason for authorization
request.
The Service Agent must designate one person
responsible and accountable for all approvals issued by
service management. This would be the service
manager or service director. When portions of
responsibilities are delegated to other members of
service management, those who become empowered
are to be salaried members of the service management
team, responsible for supervision of employees, the
performance of the service department, and the
responsibility for administering the GM warranties.
Service technicians, dispatchers, warranty
administrators, other support, or hourly personnel are
not to be empowered for these types of management
approvals. All such delegation of approval must be
monitored by the service manager or director, on a
routine basis, for compliance with GM Service Policies
and Procedures. Service advisors may only act as
primary authorizers on a temporary basis should the
primary authorizer be on leave.
From time to time, your records will be reviewed. If your
records do not support your transactions, the
transactions may be debited, even if previously
authorized either by wholesale or retail.
Reference: GM Service Policies & Procedures Manual
Article 6.4
3. DETAILS OF CONCERN, CAUSE AND
CORRECTION
Details of Concern
This section is required to contain the details of each
concern communicated by the customer noted at the
time of job card write-up by recording the customers'
problem description. The service advisor is responsible
for confirming each customer concern and
documenting it on the job card. Vaguely written job card
descriptions such as "repair oil leak," "engine stalls,"
“install SOP”, “repair noise” or coded descriptions of
customer concerns are not acceptable.
Bulletin No.: 04-00-89-015Z
April, 2023
In situations where the customer is returning to finalize
a repair started on a previous job card (started oil
consumption test, part was ordered, etc.), the concern
field should contain a reference to the previous job card
number.
When necessary, use of the appropriate Customer
Concern Verification Sheet (CCVS) to capture a
thorough description of the customer concern. These
forms can be found in GlobalConnect Service Forms or
Bulletin #01-00-89-010.
If a customer concern is added on after initial write-up,
the service agent is required to follow the requirements
of the GM Service Policies & Procedures Manual
Article 6.3. When an add-on repair is for a driveability or
check engine light issue, it must be supported with
proper diagnosis including but not limited to a GDS2 or
Pico scope Printout, whichever is applicable.
Details of Cause
This section should contain a brief description of steps
taken by the technician to determine the root cause of
the customers concern and must support the repair
performed. The technician must document on the shop
copy of the job card all on-board diagnostic trouble
codes (DTCs), test equipment readings, suspension
alignment before/after readings, brake rotor/drum
before/after readings, appropriate specifications,
adjustments, circuit numbers, descriptive locations and
indicators. Coded descriptions are not acceptable.
Battery replacements require the test result print out to
be attached to the job card. Technician documentation
should include all relevant observations and is not
limited to the items listed above. All technician
documentation must be traceable back to the
technician performing the repair on the associated job
card. All diagnostic time claimed must be substantiated
by the technician’s comments.
Details of Correction
This section should contain a brief description of steps
taken by the technician to correct the manufacturers
defect. Technician comments must document the steps
taken to correct the customer’s concern in detail. Vague
comments, such as replaced engine, turned rotors, etc.
are not acceptable. The comments must be traceable
back to the technician performing the repair on the
associated job card.
Control Module Reprogramming
When repairs involve module reprogramming,
technicians MUST document on the shop copy of the
job card the Warranty Claim Code provided from SPS
when programming is complete. The Code must be
entered in the “SPS Warranty Claim Code” field of the
transaction. For additional details on SPS Warranty
Claim codes and module reprogramming labor
operations, reference the latest version of Service
Bulletin 06-08-47-001.
Replacement of Engine/Transmission Assemblies
Where a complete transmission/engine assembly is
replaced, it is recommended that Service Agents
complete the Cost Comparison Worksheet prior to
repair and attach it to the job card. Restricted dealers
Page 5
who are required to contact GM prior to engine/
transmission assembly replacement are required to
complete and retain the Cost Comparison Worksheet.
Reference: GM Service Policies & Procedures Manual
Articles 6.2.4 and 5.15.
4. LABOR TIME/HOURS
OLH (Other Labor Hours)
• Technician must record on the job card the reason
for OLH. Technician must detail failure and steps
taken to facilitate repairs. Vague comments such
as metal throughout are not acceptable.
• Separate on/off time punches are required on the
technician’s time ticket for the OLH time claimed
on each labor operation with OLH. The separate
time punch for OLH must be distinguishable from
the other punch times for that job card and support
the amount of time claimed to GM on the
transaction.
Note: Punching on/off physical job cards does not
meet technician timekeeping requirements and is
non-compliant and unacceptable.
•
•
•
Service management approval, in the form of an
explanation with date, time and signature (or
initials) is required on the job card prior to initial
transaction submission. Service management is
responsible for the reasonableness of the OLH
submitted and to ensure that technician comments
adequately reflect the time involved. Validation of
OLH accrued on the technician time ticket is
required.
Technician inefficiency or lack of training is not
sufficient justification for OLH. OLH is not an
extension of base time.
Phone time with call center technical support
activity cannot be charged to OLH, Diagnostic, or
Straight Time. Normal road test to verify repairs
are part of Strategy-Based Diagnostics and are
not eligible for OLH unless the extenuating
circumstance is documented and approved by
service management.
Diagnostic Time
GM follows "Strategy-Based Diagnosis/Symptom
Diagnosis", which is an organized vehicle diagnostics
approach for finding the source/cause of a defined
problem or identified symptom. This is accomplished by
following consistent, systematic, and logical steps
utilizing published diagnostic procedures and
equipment. For example, finding the source of an
electrical problem by following the trouble trees and/or
diagnostic charts, or finding a driveability problem using
a scan tool such as Techline equipment and following
the trouble code diagnostic charts.
Variable Diagnostic Time
Due to the nature of select repairs, a variable
diagnostic time allowance may be listed separately in
the Labor Time Guide as an Add Time. The amount of
variable time claimed must be submitted in the
Page 6
April, 2023
“Diagnosis Time” Labor field and substantiated by
technician comments and steps taken to facilitate the
repair.
• Diagnosis time submitted must be supported by
individual and specific on/off punch times on the
technician’s time ticket.
• Service managers are responsible for assuring
complete technician documentation and the
reasonableness of diagnostic time claimed.
• Diagnostic/add time claimed above the variable
published allowance shall be treated as OLH and
must be approved and documented as such.
• Refer to Service Bulletin 18-NA-263 for further
information.
Straight Time
Straight time (ST) is time not published in the labor time
guide. The technician must document all steps taken to
support repair. Management is responsible for the
reasonableness of the request. Straight Time more
than 2 hours must be authorized by service
management prior to the first transaction submission.
Straight time is to be submitted in the Base Labor field
of the transaction.
Reference: GM Service Policies & Procedures Manual
Article 6.3
5. TECHNICIAN IDENTIFICATION AND
ACCOUNTING OF LABOR TIME
Labor time paid by GM must be documented on the
technician’s time ticket by job card. This includes the
job card number and technician ID, along with actual
date and start and stop time(s) while on premises the
same day.
Please see GlobalConnect message GCUS-9-13100
for exceptions to the punch time requirement.
All warranty and policy repair time with variable
diagnosis time (excluding transmission cleaning and
inspection time), straight time (ST), and other labor
hours (OLH) must have individual and specific on/off
punch times on the technician’s time ticket by job card
line for repair(s) performed that are separately
identifiable and labeled.
Note: Punching on/off physical job cards does not
meet technician timekeeping requirements and is
non-compliant and unacceptable.
The following are related to the above requirements:
Multiple Vehicle Repairs
Technicians may not be clocked on two or more
(multiple) job cards at the same time when utilizing
variable diagnosis, OLH, or straight time.
Multiple/Lateral Technicians
It is permissible for multiple technicians to work on the
same vehicle, provided all warranty and policy repair
time is noted on the technician time ticket by job card
and unique technician IDs are notated.
Bulletin No.: 04-00-89-015Z
Brand Maintenance Programs
Technicians who exclusively perform oil changes/tire
rotations/MPI services are waived from individual time
requirements. The technician identification must be
shown on the technician’s time ticket by job card.
Technicians performing standard warranty and/or policy
repairs in addition to oil changes/tire rotations/MPI
services are required to follow established time
documentation provisions stated in the GM Service
Policies & Procedures Manual Article 6.2.5 for standard
warranty and/or policy repairs. The technician
identification must be shown on the technician’s time
ticket by job card.
Broken Time Clocks
A broken time clock must be repaired or replaced
immediately. Service management must write the
actual start and stop time(s) on the technician time
ticket. The time ticket must be signed or initialed by
service management for each job card.
Reference: GM Service Policies & Procedures Manual
Article 6.2.5
6. PROPER DOCUMENTATION AND
RETENTION OF WARRANTY PARTS
All parts information including name, number, quantity,
and price is to be recorded on, or attached to the job
card. All parts are to be identified to the respective
repair case and cross referenced (line-coded) on the
job card or attached parts sheet.
• Following a warranty repair, all parts are to be
turned into the parts department by technicians for
retention and/or return.
• Warranty parts retained must be identified with the
job card number. It is recommended to also
identify the last 8 digits of the VIN and job
card date.
• Service Agent's retention of parts should provide
for easy retrieval and be kept in a clean, well-lit,
and ventilated area.
• Service Agents are to retain all warranty parts for
inspection for a minimum of 7 days after receipt of
claim payment, unless otherwise directed by a GM
representative. Any defects should be clearly
marked (if identifiable). 12-volt batteries must be
retained for 7 days.
• Service Agents may scrap field action parts upon
receipt of claim payment unless a return request is
received.
• If the part is past the 7-day retention period, parts
must be scrapped/destroyed locally in an
environmentally safe manner so they can never
enter commerce. Parts with core charges should
be returned to the appropriate core return center.
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.
Bulletin No.: 04-00-89-015Z
April, 2023
•
Divisional maintenance related parts (e.g. cabin/
air filters) must follow the minimum retention
period stated above, with the exception that oil
filters for brand maintenance programs may be
disposed of immediately.
• Fluids are not required to be retained.
• Tires that are not required to be returned to the tire
manufacturer are to be rendered unusable by
cutting a hole in the tire sidewall of at least one
inch in diameter with a hole-saw or drill.
All Warranty core parts (except ESC parts) must be
retained for 72 hours beyond receipt of the Transaction
Summary showing credit. Service Agents must check
for Warranty Parts Center (WPC) requests through the
Global Warranty Management system. If no WPC
return request is received within 72 hours of the Service
Agent receiving a GWM Transaction Summary Report
showing credit, the specified core part must be shipped
to the CCA Core Return Center within 21 days.
WPC requests for part returns must be given priority
over returning to CCA Core Return Center. Core parts
that are returned to the CCA Core Return Center prior
to WPC parts request(s) will be debited.
Electronic Service Center (ESC) parts should be
returned to the ESC within 30 days to receive core
credit. Refer to the GM Service Policies & Procedures
Manual for complete details. The WPC rarely requests
ESC parts from Service Agents. Service Agents should
return exchanged units promptly to the ESC, and the
WPC will obtain any ESC parts that are needed directly
from the ESCs.
Reference: GM Service Policies & Procedures Manual
Article 7.2, Article 7.5, and latest version of Service
Bulletin 99-00-89-019.
7. ACCURATE SUBLET CHARGES AND
RECEIPTS
The following policies apply for repairs sublet by the
Service Agent to sublet establishments:
• Sublet repair reimbursement is limited to the lower
of the actual sublet invoice or the Service Agent's
comparable allowance, calculated at Service
Agent parts & labor allowances and published GM
labor time(s).
• Any discounts or allowances applied to the sublet
invoice or made available to the Service Agent
must be also applied to the sublet reimbursement
amount.
• Repairs may not exceed the Service Agent's parts
and labor rates as set forth in the GM Service
Policies & Procedures Manual Article 5.1.
• See the Parts and Accessories Policies and
Procedures Manual for reimbursement details
when non-GM parts are used
• Service Agents may not solicit charges from
sublet shop higher than those customarily charged
by the shop.
• Service Agents must supply the sublet facility with
parts which are used in the performance of the
sublet repair.
Page 7
•
Sublet repairs must not be shown on a warranty
transaction as a Service Agent performed repair. If
repair is performed by the Service Agents’ body
shop, then warranty transaction must reflect labor
and parts as such and sublet net item is not
allowed.
• Sublet invoices must contain the customers VIN,
date of repair and a complete description of
repairs performed, as well as the sublet
establishments business name, address, and
contact information. Sublet invoices must be
attached to the job card and be a part of the
vehicle history file.
• See Article 5.7 for details on sublet items subject
to administrative allowance. Also, refer to Article
6.1 for detail on required Service Agent records,
and Article 1.1 for reference to paint finish
standard.
Reference: GM Service Policies & Procedures Manual
Article 5.45 and Article 6.4
8. ADD-ON CUSTOMER CONCERN
AFTER JOB CARD WRITE-UP
Any warranty/policy concern not expressed orally or in
writing by the customer at initial write-up must be first
inspected and verified by the service manager before it
is added to the job card. Once the service manager
determines that the additional repair is necessary and
approves adding the line to the job card, the following
steps apply:
• The service manager must document their
authorization (date, time, signature/initials, and
explanation) on the front or back of the job card
prior to work performed.
• There must be a clear understanding how the
additional work became a concern (i.e.
customer called back, technician found during
multi-point inspection), or other supporting
documentation.
• The explanation must specifically describe
what the service manager saw or verified upon
inspection or road test.
• Multiple additional concerns must each contain
this approval.
• The line may be added by the service manager,
service consultant or any non-technical service
department employee.
• The add-on line must be added to the front or
back of the job card with all other customer
concerns.
Page 8
April, 2023
•
The customer must be contacted prior to work
being performed for their permission to continue
with the repair(s). The date and time the customer
provided permission must also be documented on
the job card.
• Technician may proceed with the repair.
Note: Service manager approval and customer
approval are separate events; the job card should have
separate dates and times documented for each.
Regardless of the date, subsequent warranty customer
concerns based on multi-point vehicle inspections are
considered added customer concerns and will be
treated as such.
When adding lines to job cards involving dealer-owned
inventory for completion of Safety, Emissions and
Non-Compliance Recalls, service manager approval is
not required. Technician punch time requirements still
apply when using OLH, Diagnostic, or Straight Time.
Customer concerns not documented on early bird
envelopes or drop-off forms that are added to the job
card are considered add-ons and must be approved by
the service manager prior to work being performed.
Good Add-On Repair Approval
Examples:
Single Add-On:
Line 2 Tech found coolant reservoir empty and coolant
leaking on MPVI
Verified coolant leak coming from lower portion of water
pump seal
John Doe (Service Manger) 1-12-23 1:00
Customer approved coolant leak repair 1-12-23 1:15
• Service manager authorization contains all
elements (date, time, signature/initials, and
explanation)
• Detailed service manager authorization identifying
component
• Good sequence of service manager authorization
(1st) and customer notification (2nd) events
Multiple Add-Ons:
Line 4 Tech found engine light during road test
Verified engine SES light is illuminated after returning
from road test
John Doe (Service Manager) 3-22-23 10:00
Customer approved engine light 3-22-23 10:30
Line 5 Tech found power steering reservoir low and
dripping fluid from the high pressure hose on MPVI
Verified oil leak coming from high pressure hose
John Doe (Service Manger) 3-22-23 10:20
Bulletin No.: 04-00-89-015Z
Customer approved oil leak repair 3-22-23 10:30
• Individual service manager authorizations
provided (date, time, signature/initials, and
explanation) for both lines
• Service manager explanation is detailed and
identifies component
• Service manager provided authorization before
the customer was contacted
Reference: GM Service Policies & Procedures Manual
Article 6.3
Frequently Asked Questions
Frequently Asked Questions
Q: Is straight time considered to be OLH and how does
it relate to time accounting?
A: Straight time is not considered to be OLH. Straight
time exceeding 2 hours needs to be authorized by
service management prior to claim submission. When a
technician encounters extenuating circumstances in
performing a repair that would typically be submitted
as OLH.
Q: Do I have to punch on/off per job card line for
warranty/policy repairs?
A: No, unless the repair time involves variable
diagnosis time, straight time (ST), and other labor hours
(OLH). These scenarios must have individual and
specific on/off punch times by job card line for repair(s)
performed. For IL dealers or claim submissions that do
not utilize the GM Labor Time Guide, technicians must
punch on/off their time ticket once per job card, unless
the job card involves variable diagnosis time (excluding
clean/inspect transmission), straight time (ST), and
other labor hours (OLH), which must have individual
and specific on/off time punches.
Q: Do time punches on job cards qualify as acceptable
time documentation?
A: No. The only acceptable time documentation is what
is recorded on the time ticket for the technician.
Technician timekeeping on the job card is
non-compliant and unacceptable.
Q: I have a job card with two or more (multiple)
warranty lines that does not require any additional
add-ons, variable diagnosis time, or OLH. How many
time punches are required for this repair?
A: None, as long as the dealer is not located in Illinois
and the labor submitted on the claim is based on the
GM Labor Time Guide.
Q: At the initial write-up of the job card, there were two
or more (multiple) warranty lines on the card. It was
discovered that the vehicle had an open recall and that
line was added after initial write-up. Do I need to secure
the Service Manager’s approval for the add line and do
I need to punch on/off for the repair?
Bulletin No.: 04-00-89-015Z
April, 2023
A: Yes & No. YES, Technicians must obtain service
management and customer approval for add-ons and
NO, punching on/off the time ticket separately for the
recall repair (add-on line) is no longer required. If the
job card is written on a dealer-owned inventory vehicle,
and the add-on line involves an open Required Field
Action per IVH, service manager approval is not
required. The separate on/off punch time requirement
for the add-on repair still applies.
Q: How must the technician time ticket be
documented?
A: Each job card that a technician works on, regardless
of the number of warranty lines on the ticket, must
contain the following:
• Job Card Number
• Technician ID
• Actual date of the repair
• Start and stop time for variable diagnosis time,
straight time (ST), and other labor hours (OLH).
For IL dealers and labor submitted on a claim
utilizing a non-GM Labor Time Guide, start and
stop time on the job card is also required.
Q: Can a technician work on multiple vehicles at once?
A: Yes, but technicians may not be clocked on two or
more job cards at the same time when utilizing variable
diagnosis, OLH, or straight time.
Q: Is the Technician required to punch on/off the time
ticket separately for add-on lines?
Page 9
A: No, the only exceptions are if it is a ST labor op,
variable diagnosis time, or has OLH, then time punches
would be required.
Q: Is Certified Pre-Owned (CPO) considered a Brand
Maintenance Program?
A: For the oil change portion of the program the answer
is yes and technicians should follow the Brand
Maintenance guidelines outlined in this bulletin. All
other repairs under the warranty portion of the CPO
program should follow the warranty guidelines outlined
in this bulletin.
Q: There was only one single labor operation that
applied to both a left and right side component. The
technician repaired/replaced both components, but
Global Warranty Management (GWM) will not allow me
to submit two transactions using the same labor
operation. Therefore, both repairs were claimed on the
same transaction and OLH was utilized to claim the
additional labor involved. What are the service
management authorization and technician time
accounting requirements for the OLH?
A: In this situation, the OLH field of the transaction is
being used to claim for standard repair time. Therefore,
authorization and time accounting requirements for the
“OLH” do not apply. These requirements only apply to
true OLH, which represents labor to address
extenuating circumstances that are not part of the
published repair procedure for that component. OLH
submitted in this situation should not exceed the
published base time for the single (right or left)
component repair. Any OLH above the published base
time would be considered true OLH and would require
separate on/off time punches and Service Management
authorization.
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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