120601008

Service Bulletin Details

Public Details for: 120601008

Unnecessary flushing services, additive recommendations and proper utilization of gm goodwrench maintenance schedule to enhance customer service experience


- 2013 - 2012 - 2011 - 2010 -

File in Section:
Bulletin No.:
Service Bulletin
Date:
06 - Engine
12-06-01-008
October, 2012
INFORMATION
Subject:
Unnecessary Flushing Services, Additive Recommendations and Proper Utilization of
GM Goodwrench Maintenance Schedule to Enhance Customer Service Experience –
Canada ONLY
Models:
2013 and Prior GM Passenger Cars and Trucks
Attention: This bulletin is applicable to GM of Canada Ltd. (GMCL) dealers. For dealers in the U.S.,
refer to the latest version of Corporate Bulletin Number 04-06-01-029.
Service is Important to You and Your
Customer
General Motors of Canada Limited (GMCL) takes great
pride in offering our dealerships and customers high
quality vehicles that require extremely low maintenance
over the life of the vehicle. This low cost of ownership
builds repeat sales and offers our customers
measurable economy of operation against competing
vehicles. Our goal is to make the customer
experience a key driver of why customers purchase
GM products and services. Providing responsible
services at the proper intervals support this goal and
will help your dealership earn repeat business.
An Overview of Proper Vehicle Service
General Motors is aware that some companies are
marketing tools and equipment to support various
subsystem flushing procedures.* These dedicated
machines plus many engine oil, cooling system, fuel
system, air conditioning, and transmission flush options
and steering system additives are available to the
consumer. GM vehicles under normal usage do not
require any additional procedures or additives beyond
what is advised under the Owner's Manual
maintenance schedules or the current GM Goodwrench
Maintenance Schedules.
*Do not confuse machines available from Kent-Moore/
SPX that are designed to aid and accelerate the
process of fluid changing with these flushing machines.
Additional information for General Motors maintenance
recommendations is found in the “Following GM
Maintenance” Video On Demand (VOD) series located
in LMS.
This series consists of three modules:
• KVVCFM.011V1 - Following GM Maintenance
Part 1 - Engine Oil
• KVVCFM.011V2 - Following GM Maintenance
Part 2 - Brake Service
• KVVCFM.011V3 - Following GM Maintenance
Part 3 - Servicing Fluids
Copyright 2012 General Motors LLC. All Rights Reserved.
Engine Crankcase Flushing
General Motors does not endorse or recommend
engine crankcase flushing for any of its gasoline
engines. Analysis of some of the aftermarket materials
used for crankcase flushing indicate incompatibility with
GM engine components and the potential for damage
to some engine seals and bearings. Damage to engine
components resulting from crankcase flushing IS NOT
COVERED under the terms of the New Vehicle
Warranty.
GM Authorized Service Information is
Detailed, Descriptive and Complete
If a specific model vehicle or powertrain need is
identified, GM will issue an Authorized Service
Document containing a procedure and, if required,
provide, make available, or require the specific use of a
machine, tool or chemical to accomplish proper vehicle
servicing. An example of this is fuel injector cleaning.
Due to variation in fuel quality in different areas of the
country, GM recognized the need for fuel injector
cleaning methods on some engines, though under
normal circumstances, this service is not part of the
maintenance requirements.
GM published several gasoline fuel injector cleaning
bulletins that fully outline the methods to be used. GM
also includes GM Part Numbered solutions to
accomplish proper and safe cleaning of the fuel
injectors with preventative maintenance suggestions
to maintain optimum performance, when appropriate.
You may refer to the latest version of Corporate
Bulletins 03-06-04-030 and 04-06-04-051 for
additional information on this subject.
Subsystem Flushing
Flushing of air conditioning (A/C) lines, radiators,
transmission coolers, and power steering systems are
recognized practices to be performed after catastrophic
failures or extreme corrosion when encountered in
radiators. For acceptable A/C flushing concerns, refer
Page 2
October, 2012
to the Flushing procedure in Service Information (SI).
This practice is not required or recommended for
normal service operations.
The use of external transmission fluid exchange or
flush machines is not recommended for the automatic
or manual transmission. Use of external machines to
replace the fluid may affect the operation or durability of
the transmission. Transmission fluid should only be
replaced by draining and refilling following procedures
in Service Information (SI). Refer to Automatic/Manual
Transmission Fluid and Filter Replacement.
•
Approved Transmission Flushing Tool
(Transmission Cooler Only)
The Automatic Transmission Oil Cooler Flush and Flow
Test Tool is recommended for GM vehicles. Refer to
Transmission Fluid Cooler Flushing and Flow Test in
Service Information (SI) using the J-45096.
Our Commitment to providing Quality
Service to Our Customers
Most customers appreciate and gain trust in the
dealership that informs and offers them just what they
need for continued trouble-free operation of their GM
vehicle. Examine your service department's practices
and verify that all Service Advisors and Technicians
focus on providing a truly exceptional service
experience through vehicle inspections and offering
appropriate products at time of service. Use this
opportunity to review the services you provide to your
customers. Here are a few suggestions:
• Take the time required to align your dealership
service practices with the new GM Simplified
Maintenance Schedule. Use the new vehicle
Owner's Manual maintenance schedules to create
a “mirror image” in your advertising and dealer
service pricing that is easily understandable to
your customer. Taking advantage of this new
service strategy may greatly increase your
dealership service sales and customer retention
while decreasing inconvenience to your customer.
Fully leveraging the Customer Sales and Service
Retention marketing program, your dealership
website and in-Market Retail funds will help you
personalize your marketing for each customer.
• Review your processes to ensure that your
service team performs an Express Check-In on
every vehicle visiting your service lane. Evaluate
them for Oil Life remaining, interior condition, tire
wear, wiper condition and windshield condition.
Check engine oil and washer fluid levels and the
condition of the battery and its cables. Invite your
customer to join you as you inspect their vehicle.
Use the Express Check-In form provided by GM to
give the customer the knowledge of the results of
your findings. Time permitting; further checks can
be performed such as light function, OnStar OVD/
•
•
•
Bulletin No.: 12-06-01-008
DMN activation or GMPP registration. Both DMN
and GMPP enrollment will grow your customer
retention.
Use the Goodwrench Service Inspection form
when completing a service maintenance
inspection. Be complete in your service
recommendations. Use the Goodwrench Service
Inspection process to document vehicle needs.
This information can be integrated into your
marketing efforts to the customer. Many dealers
miss the services that are needed. Focus on
overlooked but required maintenance that has real
benefits to the customer. Many vehicles are
equipped with cabin air filters. If these filters are
used beyond replacement time, they may impede
airflow decreasing A/C and heating performance.
Make sure these filters are part of your service
recommendations if needed. Note that some of
our vehicles may not have been factory equipped
but will accept the filters as an accessory.
Express the value in maintaining the finish quality
of the paint on the customer's vehicle. You can
offer detailing services in stages from just a wash
and wax to a complete interior/exterior detailing as
part of the Express Check-In process. When
paired with the Goodwrench Maintenance visit,
this will increase customer satisfaction and
retention. When the customer picks-up their
vehicle, the customer receives a visibly improved
vehicle that will be a source of pride of ownership
along with a vehicle that is now fully maintained.
Also, reinforce the improved resale value of a
completely maintained vehicle.
Display signboards with the installed price for
popular GM Accessories such as running boards
and Tonneau Covers. Customers may not think to
ask about these desirable items at the time of a
service visit. Making them visible will help keep
them top of mind for your customers and your
Service Advisors.
Finally, take advantage of your service initiatives
(National Account Tire, Quarterly Marketing
Incentive, Goodwrench Service Maintenance,
New Smart Wax Auto Detailing Products, OnStar
Vehicle Diagnostic and dealer website service
leads and Dealer Marketing Association (DMA)
Promotions) to provide your customers with more
reasons to identify your dealership as the best
place to go for parts and service.
Remember to utilize ALL of the service expertise
and training you possess in your dealership to
satisfy and provide a truly exceptional experience
for all your customers. The local competition in
your area is fierce. It’s up to you and your team to
exceed customer expectations every time. You
have the expertise and are empowered to provide
the necessary services, earn the trust of your
customer and grow your business.
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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