11-00-89-005X

Service Bulletin
Bulletin No.:
Date:
11-00-89-005X
March, 2024
WARRANTY ADMINISTRATION
Subject:
Warranty Administration – Dealer Empowerment for Goodwill, Customer Enthusiasm
and Policy (U.S. Only)
Models:
2024 and Prior GM Passenger Cars and Trucks
Attention: This Service Bulletin does not apply to ‘GM of Canada’ dealers.
This bulletin has been revised to update eligibility and parameters. Please discard Corporate
Bulletin Number 11-00-89-005W.
As a dealer partner, General Motors empowers you
with the ability to utilize policy and goodwill tools as
deemed appropriate to satisfy and retain GM customers
that are loyal to their vehicle brand and your dealership.
This bulletin provides guidelines to further assist dealer
managers in the utilization of these tools to resolve
customer issues while spending GM resources in an
effective and responsible manner.
Ineligible for the Goodwill, Customer
Enthusiasm or Policy provisions outlined in
this Bulletin:
•
•
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Hummer H1
Saab
BrightDrop (refer to BrightDrop Policies and
Procedures)
Non-GM vehicles, including those covered by
CarBravo
Any vehicle being offered for sale as a used/
pre-owned vehicle, or any other dealer-owned
vehicle
Vehicles with active Branded Titles or Warranty
Blocks showing in Investigate Vehicle History (see
your DVM for any exceptions regarding Warranty
Blocks)
Copyright 2024 General Motors LLC. All Rights Reserved.
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March, 2024
Bulletin No.: 11-00-89-005X
Organizational Terms
The following chart should clarify the terms used to
describe various empowerment categories used to
satisfy customer requests for assistance.
Resource
Definition
Customer Enthusiasm
Vehicle repairs within the time and mileage limitations of the New Vehicle Limited Warranty
Bumper to Bumper coverage that ARE NOT the result of a covered defect in materials or
workmanship.
• Example: Repair of a damaged front air deflector due to customer not realizing how low
it is.
Policy
Goodwill
Vehicle repairs outside of the applicable time and mileage limitations of the applicable
warranty coverage.
• Example: Wiper motor fails at 52,000 miles and GM pays for any portion of the
repair cost.
Assistance expenditures made to satisfy the customer.
• The term “Goodwill” does not refer to a vehicle repair. (Refer to definitions for
Customer Enthusiasm and Policy for vehicle repairs provisions outside of the terms of
the New Vehicle Warranty)
• Goodwill is the term for the tools that are used to offset customer inconvenience or
dissatisfaction caused by their GM vehicle.
• Example: Customer has had to return to the dealership for a repeat connectivity
issue with OnStar and based on this customer’s unique situation, the service
manager deems it appropriate to offer an extension to the customer’s OnStar
subscription.
Customer Enthusiasm Guidelines
A Customer Enthusiasm Repair is a vehicle repair
performed with GM participation, within the New
Vehicle Bumper to Bumper warranty period, where the
product issue is NOT the result of a defect in material or
workmanship. This expense would normally be
customer responsibility and in this unique instance, the
dealer is requesting GM assist in the repair cost to
ensure customer loyalty. A ZREG transaction must be
submitted using the published repair operation with the
“Customer Enthusiasm-Non-Warrantable Repair”
indicator selected. All other Transaction Types
including ZPTI/ZPTC are not eligible. Dealers are
reimbursed at warranty rates as outlined in the Service
Policies and Procedures Manual and on your Service
Agent Detail page in GWM.
Note: These type of repairs are not covered by the
New Vehicle Limited Warranty Bumper-to-Bumper
coverage; a 50% Customer/Dealer Participation is
recommended.
•
Example: Customer’s vehicle has a cut in the rear
seat back at 8,000 miles. This is clearly not a
defect in material or workmanship and therefore
would not be a warranty repair. Based on the facts
and circumstances and the customer’s history
with the dealership, the service manager would
like to fix the customer's issue and submit this to
GM for reimbursement of 50 % even though it is a
non-warrantable repair. The transaction would be
entered as a ZREG using the rear seat back labor
operation with the Customer
Enthusiasm-Non-Warranty Repair indicator box
checked, the full amount of parts and labor input
and the Customer participation amount input into
the Customer/Service Agent Participation field.
The Complaint, Cause, and Correction fields must
document the situation including the substantive
reasons for the decision.
Bulletin No.: 11-00-89-005X
March, 2024
The following are NOT considered Customer
Enthusiasm and dealers must not check the
“Customer Enthusiasm – Non-Warrantable Repair”
indicator on these types of transactions:
• When a warranty defect caused the customer’s
concern
• Assembly replacements instead of repair for
customer satisfaction
• Example: Customer’s vehicle has no reverse at
2,000 miles. 3-5R clutch housing damaged.
Transmission replaced versus repaired due to
low mileage. Even though the cost comparison
shows it is more cost effective to repair the
unit, it is being replaced for customer
satisfaction.
• Repeat repairs resulting from a warrantable failure
• Divisional maintenance programs
• Reimbursements
• Non-repair issues (Accessories, sales
incentives, etc.)
• Repairs outside of the New Vehicle Limited
Warranty Bumper to Bumper coverage
• Goodwill Labor Operations
Policy Guidelines - Incorporating the
Policy Evaluation Tool
Dealers are required to use the Policy Evaluation Tool
once a determination has been made that a policy
decision is appropriate for a customer’s out-of-warranty
repair, or whenever the customer has requested policy
consideration for an out-of-warranty repair. Consider
these factors in your decision making:
Supporting Factors for Offering Policy Assistance
include but are not limited to:
• Vehicle is recently out of warranty
• Loyal GM new vehicle customer and/or loyal
service customer (purchase of a protection plan,
number of vehicles purchased, level of service
business as shown in Service Workbench, etc.)
• Original owner
• Previous history/repairs related to current vehicle
issue
• Type of repair
• High incurred customer expense to repair the “out
of warranty” issues
Limiting Factors for Offering Policy Assistance
include but are not limited to:
• Purchased as a used vehicle
• Well beyond vehicle or component’s warranty
expiration
• Cause is not normally covered by warranty
(misuse, abuse, neglect, accidental damage, lack
of maintenance)
• Overall lack of vehicle maintenance or care
• Repair expenses incurred due to damage from an
accident that insurance will not cover
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•
It is evident that Policy assistance will have no
positive affect on the customer’s satisfaction,
loyalty and repurchase intent
• 12V batteries or tires (ineligible for Policy)
• Maintenance items (ineligible for Policy. This
includes all items categorized as maintenance per
the Limited Warranty booklet, including brake
pads/linings, wheel alignment/balance,
wipers, etc.)
• Component(s) installed per the Bolt EV/EUV High
Voltage Battery Safety Recall that fail beyond the
8-year/100,000-mile Bolt EV Battery Limited Part
Warranty (ineligible for Policy)
Important: Dealers must not restrict Policy use solely
because the customer did not purchase or service their
vehicle at your store.
Requirements and Process:
• The Policy Evaluation Tool is located in the Dealer
Aftersales Empowerment app in GlobalConnect.
• Enter all required information. The Total Repair
Cost must be entered at warranty rates on the
Policy Evaluation Tool form.
• The Policy Evaluation Tool will provide the
recommended GM Policy assistance amount
based on the days and miles the vehicle is beyond
warranty for the defective component.
• When seeking assistance for more than one repair
on the job card, the Policy Evaluation Tool must be
run separately for each line.
• If charging the customer in excess of warranty
rates, a 10% minimum dealer discount off the
total repair cost is required when applying GM
Policy assistance. In cases where dealer is
charging the customer warranty rates, a dealer
discount is recommended to achieve maximum
customer satisfaction and retention, but not
required.
• If necessary for accounting purposes, the
dealer may use two (2) job cards (one for the
customer pay job card, and one for the
warranty transaction). Dealer must cross
reference job card numbers on each R.O.
• The customer job card must fully itemize the
amount of participation in the repair cost from GM,
the dealer (if applicable), and the customer.
• The print version of the Policy Evaluation Tool
must be attached to the hard copy of the job card.
• A copy of the Policy Evaluation Tool result and
signed customer pay job card showing
itemized billing must be attached to the
transaction in GWM.
• The service manager must authorize the GM
Policy assistance prior to initial transaction
submission. This authorization must be in the form
of an explanation, signature/initials, time, and date
(reference GM Service Policies & Procedures
Manual). The reasons supporting GM assistance
should be clear to an objective third party
reviewing the job card that has not been involved
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March, 2024
in the customer decision-making process. Short
general comments such as “good customer” or
“out of warranty” are not sufficient.
If the Online Policy Evaluation Tool is not available
due to a system issue, we are relying on our
dealer service management personnel to engage
with the customer and to make the best, balanced
business decision possible.
If the component's coverage is not listed in the
Component Warranty Coverage field dropdown
list on the Policy Tool form (e.g., replacement
parts warranty), select the closest option related to
the repair. Enter the time and mileage end dates of
the coverage selected to determine the starting
level of participation. You will need to use your
judgment to determine if this level of participation
is appropriate.
Dealer Empowerment Beyond Policy
Evaluation Tool Results for Extenuating
Circumstances
Dealers are required to use the Policy Evaluation Tool
and are encouraged to follow the recommended
amount of GM participation towards the repair cost. If
extenuating circumstances merit more GM participation
than suggested by the Policy Evaluation Tool, the
dealership is empowered to deviate from the tool result
amount up to $500. GM pre-approval is NOT required.
A copy of the signed customer pay job card and Policy
Evaluation Tool result must still be attached to the
transaction. These situations should be rare and
supported by a good business case.
In instances where the tool result is $0 GM
participation, dealers can still use their empowerment
up to $500 if the business case merits it.
The total amount of GM Policy Assistance cannot
exceed total repair cost at Warranty Rates.
Dealers should also consider that use of a Goodwill
Tool or Owner Loyalty Certificate may be more
appropriate, and in cases, even preferred by the
customer compared to Policy assistance on a vehicle
repair. The dealership should consider all factors such
as the cost of the repair, the age of the vehicle, and if
partial repair assistance will satisfy and retain a
customer. Example: A nine-year-old vehicle requires an
engine replacement, and the calculated GM assistance
still leaves the customer with a substantial repair
expense. In this case, it may be more appropriate to
offer the customer an Owner Loyalty Certificate
Bulletin No.: 11-00-89-005X
Pre-Approval Process for Policy
Assistance Beyond Dealer’s $500
Empowerment Range
Deviating GM Policy assistance more than $500 from
the Policy Evaluation Tool result must be
PRE-APPROVED by GM through the Dealer Aftersales
Empowerment application in GlobalConnect. The total
amount of GM Policy Assistance cannot exceed total
repair cost at Warranty Rates.
• Complete the “Claim Pre-Approval Request” form
in the Dealer Aftersales Empowerment
application. Select box for “Policy Adjustment –
Request to deviate from Policy Evaluation Tool
results.”
• A copy of the approved Pre-Approval Form must
be attached to the job card and retained in the
vehicle history folder. A copy of the approved
Pre-Approval Form is not required to be attached
to the submitted transaction.
• A copy of the signed customer pay job card and
Policy Evaluation Tool result must still be attached
to the transaction.
Processing Policy Assistance in Global
Warranty Management
When submitting the transaction, enter the labor, parts,
and net items (if any) at warranty rates as if GM was
going to cover the repair under warranty. To adjust the
total pay amount so that it is equal to the amount of GM
participation, enter the difference between the total
repair cost at warranty rates and GM participation in the
“Customer/Service Agent Participation Amount” field as
a positive number. The transaction will be reduced by
this amount and pay the dealer net (total less
“Customer/Service Agent Participation”) amount.
Important: In cases where dealer charges the
customer in excess of warranty rates on the customer
job card, the actual customer and dealer participation
towards the total repair cost will not be equal to the
“Customer/Service Agent Participation Amount”
entered on the transaction.
Example with dealer charging customer warranty
rates: The dealer enters the repair cost at warranty
rates into the Policy Evaluation Tool. The tool
calculates $427.97 GM participation towards the
out-of-warranty repair. The customer is satisfied with
this amount. When submitting the transaction in GWM,
the dealer submits for the full expense of parts and
labor at warranty rates for a total transaction amount of
$611.38. The dealer then inputs $183.41 ($611.38–
$427.97) in the “Customer/Service Agent Participation
Amount” field. The dealer will receive $427.97 through
GWM. On the customer job card, the dealer will reflect
$427.07 GM assistance towards the repair.
Bulletin No.: 11-00-89-005X
March, 2024
Required Disclosure of Amounts Due on Job card:
Total Repair Cost
611.38
GM Assistance
-427.07
Amount Due from Customer
182.41
Example with dealer charging customer in excess
of warranty rate: Same as above example: The dealer
enters the repair cost at warranty rates into the Policy
Evaluation Tool. The tool calculates $427.97 GM
participation towards the out-of-warranty repair. The
customer is satisfied with this amount. When submitting
the transaction in GWM, the dealer submits for the full
expense of parts and labor at warranty rates for a total
transaction amount of $611.38. The dealer then inputs
$183.41 ($611.38–$427.97) in the “Customer/Service
Agent Participation Amount” field. The dealer will
receive $427.97 through GWM. On the customer job
card, the dealer will reflect $427.07 GM assistance
towards the repair. Additional to above example: The
customer job card must also reflect the actual amount
of dealer discount (minimum 10% required off the total
repair cost).
Required Disclosure of Amounts Due on Job card:
Total Repair Cost
756.88
Dealer Discount
-75.69
GM Assistance
-427.07
Amount Due from Customer
254.12
This procedure will give full transparency to the amount
of participation from all parties (GM, Dealer, Customer),
and will minimize unnecessary transaction processing
issues due to miscalculations.
Vehicles with Aftermarket Service
Contracts
If a vehicle has an active service contract, all
transactions submitted outside of the terms of the new
vehicle warranty will require authorization to ensure
that the customer first uses the benefits of the service
contract they purchased. To request approval, the
dealer must document the current contract status
(expired, component not included, owner not party to
the contract, etc.). This information must be submitted
in the comments section and documented in the
vehicle’s service file.
Goodwill Tool Guidelines
A variety of Goodwill Tools (listed below) are available
to dealer management for resolving customer issues
and maintaining customer satisfaction.
Goodwill Tools are NOT to be used as a means to
circumvent an existing policy or process. Examples
include using Goodwill to cover or compensate for:
• Worn tire replacement (utilize process outlined in
Bulletin 20-NA-159 if seeking to provide GM
participation towards tire replacement within the
warranty period)
• Battery or tire replacement beyond warranty, or
tire pro-ration charges
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Component replacement denied through the PRA
program (utilize Customer Enthusiasm per
18-NA-306)
Repair/Replacement of items identified under
“What is Not Covered” in the Limited Warranty and
Owner Assistance Information booklet
Repairs where GM Policy assistance can be
utilized (see DVM for exceptions)
Issues with My GM Rewards or GM Card. Dealers
should reach out to [email protected] or the
applicable helpdesk to assist a customer with
concerns in these areas.
In addition, Goodwill Tools are Ineligible for:
• Excluded vehicles listed at the top of this
bulletin
• Fleet/commercial owned vehicles that have
been delivered with Delivery Type 014, 020,
035, 036, 038, 040 (see IVH Vehicle Delivery
Information page to view vehicle Delivery Type)
• In conjunction with GM Trade/Repurchase
cases, or when customers are involved in
product allegations, BBB, legal, or 3rd party
intervention
• Fuel economy, DEF consumption, or EV range
concerns
• The sole purpose of trying to close a sale
• After 10 days from new vehicle delivery to
resolve a sales-related issue
• For APR/lease dealer cash adjustments
• For modifying vehicle content or adding
non-GM approved parts/accessories
• When the cause of customer dissatisfaction is
due to dealer negligence
Goodwill Tools Available via the Dealer
Aftersales Empowerment Application
Important: Please note that some tools are not
available in certain states. Please review all Guidelines
posted on the Dealer Aftersales Empowerment
Application for additional eligibility requirements. All
Goodwill Tool requests must be submitted by Dealer
Management and include valid Business Justification
comments.
• My GM Rewards Points – Up to 50,000 points.
Customer must be enrolled in My GM Rewards
prior to submitting request. Have Member Number
available prior to submitting Goodwill request.
• OnStar® – Plan upgrades or extension; past
subscriber activation.
• Component Coverage Letter (Not available in CA,
NH, or VT) – Letter issued extending coverage of
certain components/systems for a specific time
frame.
• Chevrolet, Buick, GMC, and Cadillac Protection
Plan (Only available in CA, NH, VT) – A service
contract covering various vehicle components &
systems and issued for various time and mileage
intervals. Plans are eligible only for vehicles under
36,000 miles.
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March, 2024
GM may modify available tools at any time. Refer to the
Dealer Aftersales Empowerment application in
GlobalConnect for current available tools.
Goodwill Tools processed via the Global
Warranty Management (GWM) System
Important: All Goodwill Guidelines apply when
utilizing the following Goodwill labor operations. These
labor operations have specific applications, and any
inappropriate use will result in a credit reversal.
Submitting any of these labor operations requires
Service Manager approval on the job card per GM
Service Policies & Procedures. Transaction must
include comments detailing the supporting reasons for
providing GM Goodwill. As a reminder, Goodwill is
ineligible when the cause of customer dissatisfaction is
due to dealer negligence.
• Spontaneous Goodwill Maintenance (Labor Op
0600343) – Offer complimentary goodwill
maintenance on-the-spot to help immediately
resolve a customer frustration with their vehicle.
Maintenance must be consistent with GM
recommendations contained in the customer’s
owner’s manual, There is a $100 maximum for
usage of the labor operation. When the customer
takes advantage of this offer, the transaction must
be submitted with the exact amount of the
complimentary maintenance input into the Net/
Miscellaneous field. GM is not to be charged
more than what is customary.
• Incidental Non-Warranty Expense (Labor Op
0600015) – Compensate a customer who has
incurred an incidental expense as a result of a
warranty service event. Examples include hotel
expenses, meal expenses, flowers, or other
appropriate expenses to compensate the
customer for inconvenience. This labor operation
is NOT to be used for expenses eligible to be
claimed on the warranty transaction line such as
Towing, Rental, or Customer Reimbursement for
emergency repairs. There is a $500 maximum for
retail usage and the transaction should be
submitted with the exact amount input into the
Net/Customer Reimbursement field. Copies of
Bulletin No.: 11-00-89-005X
any applicable receipts must be attached to the
transaction and retained in the vehicle history
folder.
• Vehicle Payment Expense (Labor Op 0600005) –
Reimburse a monthly vehicle payment paid by a
customer who has been without their vehicle for
an extended period due to a warranty event. Use
of this Goodwill Tool should be limited to extreme
cases only and should not be offered when GM is
providing alternate transportation under the GM
Courtesy Transportation Program. When
submitting a transaction with this labor operation,
the Complaint/Cause/Correction fields must
contain a detailed explanation, the exact dollar
value of the monthly payment (including method
used to determine or calculate the payment
amount) and the check number issued to the
customer as reimbursement. A copy of the check
must be retained in the vehicle history folder.
Enter the exact amount reimbursed to the
customer in the Net/Customer Reimbursement
field of the transaction.
Vehicle Payment reimbursement is limited to:
• 2021 and newer Chevrolet, Buick, GMC
Models - Up to $1,000
• 2021 and newer Cadillac Models - Up to $1500
• Cadillac Moments Cadillac Dealers / Cadillac
Customers Only (Labor Op 0600425) – Cadillac
dealers may compensate a Cadillac customer who
was dissatisfied or inconvenienced as a result of a
warranty service event. There is a $500 maximum
for retail usage and the transaction should be
submitted with the exact amount input into the
Net/Miscellaneous field. Consult with your
Cadillac Service representative or the
GlobalConnect Cadillac brand page resources for
further guidance regarding use of this
Goodwill Tool.
Any amount above your dealer empowerment level
listed for the above four labor operations will need to be
pre-approved by GM through the Dealer Empowerment
Portal Claim Pre-Approval process. These exceptions
are for limited use only and must be supported by a
strong business case.
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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