02-00-89-002W

Bulletin No.:
Service Bulletin
Date:
02-00-89-002W
October, 2023
INFORMATION
Subject:
Information for Dealers/Technicians on When and How to Submit a Field Product
Report (FPR) (U.S. and Canada Dealers Only)
Models:
2024 and Prior BrightDrop, GM Passenger Cars and Trucks (including Medium Duty)
Attention: Effective September 1, 2023 the Product Information Report (PIR) process in Canada
has been renamed Field Product Report (FPR) to align with global terminology. This
bulletin replaces Canadian dealer Bulletin Number 10-00-89-006.
This bulletin has been revised to include Canada. Please discard Corporate Bulletin
Numbers 02-00-89-002V and 10-00-89-006I.
Note: Please remember that Low Cab Forward
trucks should also have Field product reports
submitted as any other GM product. Please pass
this along to your MD service facility and MD
service team.
Dealers/Technicians play a key role in reporting product
issues via Field Product Reporting. The timeliness and
detailed information in these reports proves to be
extremely important to the product problem resolution
process. This bulletin will offer information on when and
how to submit a Field Product Report.
Submitting a Product Report
Field Product Reports are an important tool that help us
collectively identify and quickly address emerging
issues on our vehicles, particularly during the launch of
new programs. The Critical Product Concerns Safety,
no start, and walk-home conditions.
A good rule of thumb when considering when to submit
a report is whether it meets the “Critical Points”
below:
Critical Timing: Safety Concern; Vehicle in dealership;
Concerning plant build condition.
Critical Information: Safety concerns, vehicle
currently at dealership with issue present, assembly
plant build issues.
In addition to the examples of critical conditions noted
above, field product reports can also be helpful for
communicating:
• Wire harness routing causing damage (Critical
information communicated with photos)
Copyright 2023 General Motors LLC. All Rights Reserved.
•
Emerging conditions that have required repetitive
repairs with no apparent service bulletin or PI
(Critical Product Concern)
• Significant issues not typically submitted as a
warranty claim (Critical Product Concern or
Critical Information)
• Vehicle operating normally but condition
unacceptable to the customer
• Critical issues found during PDI or with GM
Accessories
Service Information (SI) Feedback, not Field Product
Reports, should be submitted for the following:
• Issues with Service Information (SI) repair
information
• Issues with the Technical Service or Preliminary
Information Bulletin
• Issues with the Labor Time Guide
Important: Be clear, accurate, professional, and as
descriptive as necessary to help others fully
understand the issue.
Process of Submitting a Field Product
Report (FPR)
Note: For U.S. dealers, there are two ways to submit a
product report.
1. By E-mail to [email protected]
2. With a mobile CSMT app
Canadian dealers submit a product report with the
mobile CSMT app.
You will receive a confirmation E-mail when your report
is received regardless of which method you chose. The
reply will come to the E-mail address that sent the
report and if a preferred E-mail is listed in the report, to
that E-mail also.
Page 2
October, 2023
Bulletin No.: 02-00-89-002W
Using the E-mail form to submit a Field Product
Report (U.S. dealers only)
Steps to complete Field Product Report:
1. Dealership employee sees an issue with a GM
product and would like to submit a Product Report.
2. Fill out the form located on GM Global Connect —
Service Workbench — Service Forms.
3. E-mail the form to
[email protected]. Include any
photos, videos, or sound files.
4. For photo advice, please refer to the latest version
of Corporate Bulletin Number 07-00-89-036.
Field Product Report – Form (U.S.)
Field product reports should be e-mailed with following
information. The form is also available on the
GlobalConnect, Service Tab, Service Forms page.
Field Product Report
VIN (All 17 Digits)
Mileage:
Condition:
Cause:
Correction:
Dealer BAC Code:
Dealer Name:
Dealer Address:
Dealer Contact Name:
Dealer E-mail Address:
Repair Order Number:
If Available — TAC Case#:
If Available — Part Number:
Digital Photos Available: ______ Yes ______ No
Parts Available: ______ Yes ______ No
E-mail All Product Reports to: [email protected] (U.S. dealers only)
** Include Photos, Videos or Sound if Applicable **
It is recommended that dealers make copies of the form above and supply all the information before submitting the report.
Bulletin No.: 02-00-89-002W
October, 2023
Using the CSMT Mobile Phone app to
submit a Field Product Report
The Certified Service Mobile Toolbox Application
(CSMT App) provides a Field Product Report (FPR) tool
within the application. Other tools within the CSMT App
include the Pre-Repair Authorization (PRA) Process.
(Refer below to “Getting the App”)
Steps to submit a FPR via the CSMT App:
1. You see an issue with a GM product and would like
to submit a Field Product Report.
2. Open the CSMT application and log in using your
Global Connect ID and password.
3. Select FPR from the Menu.
4. Enter the last 8 digits of the VIN (or full VIN or
Scan), tap VALIDATE, then select and confirm
Vehicle.
5. Enter Odometer and Condition (mandatory fields).
6. Enter additional information (Cause, Correction,
Job Card #, TAC Case #, Parts Manager Name,
Parts Manager Phone Number, Parts Manager
Email, Part #, Comments).
• Scroll down until you have filled in all applicable
boxes.
• When you get to the bottom, you will see the
camera icon.
7. Tap the camera icon to enter “Gallery” view, then
tap “Add Media” to take a photo(s) and/or record a
video to help describe the issue.
• If photos/video are taken, they will be displayed
in “Gallery” view.
• If necessary, tap Edit to select and delete any
unwanted media.
• When done with photos/video, tap the back
arrow to exit “Gallery” view.
8. Tap Next and review your data in “FPR Form
Review”, prior to final submission.
• Carefully review the data and any photos/video
media attachments.
• This is the last opportunity to edit your report
data and media entries.
• If necessary, tap the back arrow to continue
editing as required.
9. When satisfied, tap Next and advance to the
E-mail screen.
• The report will be sent from the E-mail
application you have installed on your phone.
• If prompted, select the E-mail application to
utilize while submitting the report (i.e., Gmail).
• You will now see the report data in your E-mail
application, and ready for submission. (You
may need to scroll to view the entire report with
any pictures and video attachments).
Page 3
Important: DO NOT use the back button on the E-mail
screen or use your phone’s menu back button. The
back button will cancel your report and erase all entries
and photos.
10. From this window, you MUST select the Send icon
or command on the screen to complete the
submission of the FPR.
11. An on-screen message will appear for three
seconds displaying “Thank you for submitting a
report. Please check your sent messages to verify.”
Note: A successful FPR submission can be verified by
reviewing the “Sent” messages within your phone’s
E-mail application.
Getting the App:
Apple - Go to the App Store, search for and download
the CSMT app
Android - Go to the Play Store, search for and
download the CSMT app
Apple or Android Install:
1. Once downloaded and opened, the app will ask to
send you notifications. Click “Allow” to finish the
install.
2. Login as “Dealer” and then input the same
Username and Password that is used to access
Global Connect.
• If you can’t remember your password, use the
“FORGET PASSWORD” link on the GC login
screen.
• If this does not work, the employee must work
with the Dealership PSC or PSA administrator
to review your system credentials.
3. You can ‘Enable Touch ID’ during the first login or
enable it later within the App menu ‘Settings.
4. Read and accept the Privacy Statements.
5. Fill in your Profile information.
Note: The current CSMT Version 3.7 is only
compatible with the following devices:
•
•
Apple iPhone or iPad devices must have
operating systems (iOS) version 15.6 or higher
Android devices must have operating systems
(OS) version 8.1 and up
How to check the version of your operating system:
Apple - Settings/General/About/Software Version
Android - Settings/About Phone/Software Information/
Android Version
What if my device is not compatible?
Users should first check to see if there are system
updates available for their device. Apple and Android
devices unable to update to a compatible system will no
longer be able to access or use the CSMT app. Users
may want to consider upgrading to a compatible device.
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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