WARRANTY OPERATIONS MANUAL (GM EDITION)

Transcription

1 USA $89 WARRANTY OPERATIONS MANUAL (GM EDITION) PUBLISHED BY: jlwarranty An employee owned company 1491 W. Midland Rd. Auburn, MI Phone: Fax: jlwarranty PRINTED IN USA All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electric, mechanical, photocopying, recording or otherwise, without written permission of jlwarranty. 1

2 TABLE OF CONTENTS THE WARRANTY JOB CARD... 3 JOB CARD SPECIFICS... 4 CUSTOMER SIGNATURE... 4 WARRANTY COVERAGE... 5 TIRE WARRANTY... 8 WARRANTY ON PRE OWNED STOCK VEHICLES CROSS LINE WARRANTY PARTS AND ACCESSORIES WARRANTY CERTIFIED SERVICE LIMITED LIFETIME PARTS WARRANTY PART RETENTION AND DISPOSAL EXPEDITING WARRANTY PARTS WARRANTY TRANSACTION FLOW CHART TECHNICIAN S RESPONSIBILITY DIAGNOSIS AND LEAK TESTS THE WARRANTY PARTS CENTER JOB CARD CLOSEOUT BATTERY DOCUMENTATION A/C RECOVERY/RECHARGE EQUIPMENT BRAKE WARRANTY DOCUMENTATION ADD ON REPAIRS PYRAMID REPAIRS USING OTHER LABOR HOURS/STRAIGHT TIME CUSTOMER CONCERN NOT DUPLICATED PERSONAL PROPERTY DAMAGE PAINT REPAIRS MATERIAL ALLOWANCE CONVERSION CHART PAINT FINISH (US) PAINT MIXING TIME ALLOWANCE MATERIAL ALLOWANCE CONVERSION CHART FLEXIBLE FINISH (US) SUBLET REPAIRS TOWING ACDELCO ELECTRONIC EXCHANGE PROGRAM FILING REQUIREMENTS AND RECORD RETENTION COURTESY TRANSPORTATION ROADSIDE ASSISTANCE GENERAL MOTORS PROTECTION PLAN (GMPP) SELF AUTHORIZATION CODES TRANSACTION TYPES TRANSPORTATION TRANSACTIONS TRANSPORTATION DAMAGE CODES GENERAL MOTORS SPECIAL COVERAGES MANUFACTURER ASSISTANCE

3 THE WARRANTY JOB CARD Warranty job cards must contain properly written 3 C s Complaint, Cause of Failure, and Correction. Service advisors must: Understand warranty coverage. Investigate Vehicle History for specific warranty coverage. Listen to the customer and ask if they have had these concerns before. Ask questions to better define the customer s concern. Utilize customer concern verification sheets. See bulletin Explain a warranty deductible that may apply and note it on the job card. Investigate Vehicle History to review the warranty history, open required field actions, service contract information, and warranty block and branded title information. Service advisors must not: Write the customer s concern in the form of repair instructions. Sell or solicit warranty. Diagnose the customer s vehicle in the service drive. Document ordered parts as SOP. Always restate the original customer concern. Technicians must: Document on the job card the CAUSE of failure in words and test results. Explain why a component failed or why a repair was necessary. Provide measurements, test results, specifications, printouts, references, bulletin numbers, and any other information that supports a cause of failure. Document diagnostic trouble codes found during diagnosis on the job card. Document the CORRECTION made on the job card that will satisfy both the factory and the customer that the concern has been taken care of. Provide an accurate time recording on a flag sheet or electronically for all warranty and policy repairs. Technicians must not: Assign warranty labor operations. Add warranty repairs that are not authorized by service management. 3

4 JOB CARD SPECIFICS There is to be a clear understanding with the customer at write up regarding any charges that will be their responsibility. Service advisors must specify repairs that will be covered as warranty and those that the customer must pay for. The customer is to be provided a copy of the initial job card to review for accuracy. All customer and vehicle information is to be completed accurately at the time of job card write up and must include the following: Owner s name and current address. Owner s home, business, and/or cell phone number. Vehicle in service date. Odometer reading taken from the vehicle. Service advisor and technician ID (name or code). The use of pre write up sheets does not meet General Motor s policies regarding proper job card writeup (except for totally electronic systems that do not generate a document at the time of write up). If pre write up sheets are used, they must be completely filled out with owner and vehicle information. For more information see bulletin After the job card is printed, any additional work added to the job card is considered to be an add on repair and needs to be approved with signature, date, time, and explanation by service management. CUSTOMER SIGNATURE The customer must sign every warranty job card. This signature authorizes the service agent to perform the necessary repairs to their vehicle. If the service agent is unable to obtain a customer signature, service management must sign, document the date and time on the job card and state the reason. This action must be taken prior to repairs being performed. Signed early bird/night drop envelopes are acceptable as an alternative signature and must be attached to the job card. These envelopes must be completely filled out with customer name and address and include all customer concerns. If the envelope is not signed, the service agent must obtain the customer signature. 4

5 WARRANTY COVERAGE The New Vehicle Basic Limited Warranty covers the complete vehicle, as manufactured, for time and mileage limits. Bumper to bumper warranty coverage for Chevrolet and GMC vehicles is 3 years/36,000 miles, whichever occurs first. Bumper to bumper warranty coverage for Cadillac and Buick vehicles is 4 years/50,000 miles whichever occurs first. Powertrain warranty for all GM vehicles is 5 years/100,000 miles beginning with the 2007 model year. Beginning with the 2013 model year, Cadillac and Buick powertrain coverage is 6 years/70,000 miles. Beginning with the 2016 model year, Chevrolet and GMC powertrain coverage is 5 years/60,000 miles. Roadside Assistance and Courtesy Transportation services are available during this coverage. Labor operations that qualify are listed in the Labor Time Guide under the preface tab. GM Certified Pre Owned warranty coverage is as follows: GM Certified Pre Owned warranty (Chevrolet, GMC, Buick) Powertrain warranty on certified vehicles is 5 years/100,000 miles (Powertrain warranty coverage for Buick vehicles certified after 6/24/13 is 6/100,000 miles). The warranty starts with the original in service date. There is no deductible and the warranty is fully transferable. Limited warranty coverage of 1 year/12,000 miles. Roadside Assistance and Courtesy Transportation are included for the 5 year/100,000 mile warranty coverage period. Certified vehicles sold beginning 11/1/13 receive a 2 year/24,000 mile maintenance plan that is limited to four services. Oil change frequency is based on the Oil Life Monitoring system and the percent remaining must be documented on the job card conventional oil change. Claim up to $30 in miscellaneous net item dexos oil change. Claim $35 in miscellaneous net item synthetic oil change. Claim $75 in miscellaneous net item diesel oil change. Claim $60 in miscellaneous net item. Cadillac Certified Pre Owned Vehicle Program (CPO) Cadillac CPO limited warranty coverage is 6 years/100,000 miles from the original in service date when sold prior to 5/6/13. Cadillac CPO vehicles certified after 5/6/13 have bumper to bumper warranty coverage of 6 years/70,000 miles. Cadillac Premium Care Maintenance is available for purchase when a certified Cadillac is sold. Services must be performed at a participating Cadillac service agent oil change tire rotation passenger compartment air filter replacement 0.2 (except XTS 0.9 and SRX 0.5) engine air cleaner filter clutch hydraulic system service 0.5 (CTS V only) Diesel Warranty Coverage is 5 years/100,000 miles. Labor operations that qualify for diesel coverage are indicated in the LTG with Coverage Code D. 5

6 Sheet metal panels are covered against corrosion perforation for 6 years/100,000 miles Chevrolet, Pontiac, and GMC vehicles and 6 years/unlimited mileage for Buick and Cadillac vehicles. GM accessories permanently installed on a GM vehicle by a GM service agent or an approved ADI prior to delivery will be covered under the applicable bumper to bumper warranty coverage. Accessories installed after vehicle delivery will be covered under the applicable bumper tobumper warranty or 1 year/unlimited miles, whichever occurs first. Accessories sold over the counter or those not requiring installation will receive coverage of 12 months only. Labor is not reimbursable. When a sold accessory is installed, a transaction must be submitted using the appropriate labor operation from the LTG and transaction type ZSET to add the sold accessory to the vehicle build. The transaction is submitted with no labor charges and the part number of the accessory must be entered with the transaction. If the accessory is not added, future replacement transactions will reject if a corresponding install transaction has not been submitted. Maintenance services are considered the owner s expense. The following items fall under maintenance, unless their replacement is due to a defect: Filters Brake Pads/Linings Belts and hoses Clutch Linings Keyless Entry Batteries (covered for first 12 months) Audio System Cleaning Coolants and Fluids Wiper Inserts Limited Slip Rear Axle Service Wiper Blades Tire Rotation Shop Supplies (such as general purpose solvents and cleaning fluids) When a failure is determined not to be a defect in material and workmanship but service management elects to cover as warranty for customer loyalty, use the repairing labor operation and select the Is this customer enthusiasm non warrantable repair box during transaction submission. The complaint, cause, and correction fields must document the situation including the reason for the decision. Due to tie down during shipping, new vehicles are not to be aligned until they have accumulated 500 miles. Wheel alignments prior to 500 miles require GM authorization. Service management approval is required for all alignments between the mileage of 501 and 7,500 miles. The service agent may provide a one time customer enthusiasm claim for an alignment beyond 7,501 miles, up to 10,000 miles. The transaction will require GM routing. When a wheel alignment service is performed as a warranty transaction, the following must be clearly documented on the job card: The customer s detailed concern. What corrected the customer s concern. Proof that SI was consulted for proper specifications Documented before and after measurements and/or settings. Completed Wheel Alignment Repair Order Questionnaire form found in bulletin

7 When a wheel alignment or steering wheel angle/front toe adjustment is required after a component replacement, the labor time of these secondary labor codes ( or ) is added to the base time of the component labor time. If additional adjustments are necessary, e.g., camber/caster adjustments, the add time noted in the LTG is placed in the additional time labor box. If a new vehicle being delivered to a customer exhibits what appears to be a tire imbalance issue and the vehicle has been on the service agent s lot more than 30 days, the vehicle needs to be driven at least 100 miles before the tires are balanced to remove any flat spotting. If the vehicle has been on the lot less than 30 days, a wheel balance may be performed. Wheel balance between the mileage of 501 7,500 miles is covered as warranty without service management approval. Wheel balance between the mileage of 7,501 10,000 miles requires service management approval. Wheel balance beyond 10,000 miles is considered maintenance and the owner is responsible for payment. Windshield warranty transactions require the use of a GM part. DMA approval and inspection is required for windshield replacements beyond 10,000 miles and the transaction must be routed for GM authorization. The reason for replacement must be noted clearly on the job card and included in the GM authorization comments. Windshield replacements on vehicles with less than 10,000 miles requires service management inspection, review and approval. This approval must be noted on the job card with clear identification of the defect and reason for replacement. Seat cover replacements pn 2013 and 2014 model year vehicles are restricted and will require GM authorization for payment. The following labor codes require service management review. It is recommended that a photo is taken while the cover is still on the seat and a Field Product Report is submitted Front Seat Cushion Cover and Pad Replacement Front Seat Cushion Cover Replacement Front Seat Back Pad Replacement Driver or Passenger Seat Back Cover and Pad Replacement Rear Seat Cushion Cover and Pad Replacement Rear Seat Back Cushion Cover and Pad Replacement Keys and related key fob/transmitter labor codes are restricted for vehicles with less than 250 miles and will require GM authorization for payment. A transportation claim should be filed for keys or key transmitters that are missing at the time of delivery New Vehicle Delivery Key or Transmitter Replacement Key with Integrated Transmitter Replacement Remote Cotnrol Door Lock Transmitter Replacement 7

8 TIRE WARRANTY Original equipment tires (OE) are covered against defects in material and workmanship as part of the GM New Vehicle Tire Warranty. OE tires will have a tire performance criteria (TPC) number molded on the sidewall near the tire size. Normal tire wear is not covered, including lack of tire rotation. Road hazard is not covered, including punctures, cuts, and impact breaks. Also not covered: Damage resulting from driving with low tire pressure and improper tire repair. Damage due to misuse, negligence, lack of maintenance, alteration, racing, and vandalism. Beginning with the 2011 model year, defective tires will be prorated and the customer will be responsible for partial charges after 12,000 miles, based on a sliding scale. Tire replacement on vehicles with 12,000 miles or less will be completely covered. Regardless of mileage or proration, labor to mount and balance will be completely covered. The prorated amount of the tire only will be submitted in the customer participation field when the transaction is submitted. A pre repair authorization must be generated for all tire warranty transactions. Enter GWM, select prepare & submit transactions, search/create a pre repair authorization document. Select GM US for the Business Unit and Tire Replacement for the Pre Repair Type. At the bottom of the screen select new. The next screen will require selecting the GM US Business Unit again as well as selecting the transaction type. ZREG is the transaction type for tire replacements. Choose tire replacement for the Pre Repair Type. Select GO. Select the pre authorization tab and fill in the appropriate information. Continue by selecting the tire authorization tab and fill in the required information: Tire brand, name and position Sidewall type Defect location and removal reason Tire performance criteria number (TPC), tire size and DOT code There will be a YES/NO button to answer two questions: Was there cracking, blistering, tread separation, or other structural condition that was not caused by road hazard on the tire? Did the tire issue cause damage to any other parts of the vehicle? If there is more than one defective tire being replaced on the same vehicle, select the NEXT TIRE SAME VEHICLE button and enter information for the next tire. When completed, select the SAVE or SAVE AND ADD ATTACHMENTS button. Based on the information entered in GWM you may be required to return the tire that was replaced. You will be required to return the tire if: The vehicle has been damaged or the tire displays physical damage. The vehicle odometer has less than 12,000 miles. If the tire requires shipping, the GWM system is able to create a tire return document and UPS shipping label. If the reason for tire replacement is policy decision, you will not be required to return the tire. Once the tire information is entered, the return label is printed and the tire is returned, if required, the transaction status will show pending. If the tire is not required to be shipped, or once a shipped tire is received, the pre repair authorization status indicator will show accepted. 8

9 After acceptance, create a new transaction. Based on the BAC code, labor operation, and job card number the GWM system will associate the pre repair authorization to the transaction and payment will be made for the transaction. Use the specific manufacturer s labor operation for transaction submission. The labor time to replace tires varies with each vehicle When more than one tire is replaced, claim labor in the additional time labor field. Claim up to 0.3 administrative allowance for the time required to create the pre repair authorization. If a tire is being replaced as part of a transportation transaction, use labor operation and claim the time stated in the LTG. Transportation transactions do not require pre repair authorization and do not go through the GWM process. For more information, see bulletin

10 WARRANTY ON PRE OWNED STOCK VEHICLES Warranty repairs can be claimed on stock vehicles. Reconditioning or refurbishing a GM stock vehicle that improves the vehicle s appearance and value is considered part of the service agent s expense. Warranty repairs should be claimed for defects only. Make sure to document your transactions well. Appearance items (cup holders, moldings, trim panels, carpet, etc.) should not be submitted as warranty unless a justifiable defect is documented. These repairs require service management approval prior to the repairs being made. Service management must sign and date their approval for every warranty repair made. Under no circumstances are used vehicles being traded, purchased from auction, or in service agent inventory eligible for policy decision repairs. CROSS LINE WARRANTY Cross line warranty provides dealers with the ability to perform warranty repairs to non franchised GM brands on a limited basis. The following outlines when cross line is allowed: Non franchised vehicles where the customer would be significantly inconvenienced if they had to find a franchised service agent. Non franchised used vehicles sold by the selling service agent (including in stock used vehicles requiring warranty repair). Prior DMA authorization is required if a policy decision is being considered. Service agents will not be required to purchase special tools or attend additional training and should determine if they possess the necessary skills before attempting cross line repairs. GM will not promote cross line warranty and service agents are prohibited from promoting it with marketing or advertising. 10

11 PARTS AND ACCESSORIES WARRANTY New or remanufacturered GM parts and accessories installed or sold over the counter are covered for 12 months. There is no mileage limitation. Service agent installed parts a subsequent part replacement receives a new 12 month warranty from the new date of installation. When a part is installed during any applicable warranty period, it is covered for the balance of the applicable warranty or 12 months, whichever is greater. Batteries are included. Towing policies apply to covered repairs under the GM parts and accessories warranty when the purchased part was installed by the service agent. The parts and accessories warranty applies to gasket and seal failures only after 6 months and up to 12 months. Parts sold over the counter Coverage is for 12 months from the date of sale. Labor and towing are not included. Subsequent part replacement receives the balance of the original 12 month warranty. The original parts purchase invoice or a reprint must be attached to the warranty scrapping copy and maintained with the VIN history file. Consumer Parts and Accessories Additional coverage after the standard 12 month warranty. Only certain parts have this warranty. These warranties apply to retail purchases from a service agent. Consumer parts replaced as part of a policy decision with the customer participating are eligible for the longer consumer parts warranty. Subsequent part replacements under this warranty will receive the balance of the original consumer warranty, but in no event less than 12 months. The service agent is to issue a warranty certificate for all retail sales transactions on consumer parts. Warranty eligibility must be verified and the same documentation that applies to the parts and accessories warranty applies to the consumer parts and accessories warranty. Parts and accessories found to be defective before installation or sold over the counter are to be returned to GM for credit. A warranty transaction should not be submitted for new defective parts. Part warranty transactions are submitted with a transaction type that requires specific information entered with submission. ZPTI is the transaction type used for reimbursement of defective parts and labor for both the service agent parts and accessories warranty and the consumer parts and accessories warranty. The original job card number, installation date, and mileage are required to be entered with transaction submission. ZPTC is the transaction type used for reimbursement of parts only for defective parts sold over thecounter. With this transaction type the original job card and installation date are required. Mileage is not required to be entered. 11

12 CERTIFIED SERVICE LIMITED LIFETIME PARTS WARRANTY The Certified Service Limited Lifetime Parts Warranty (LLPW) is a program that offers a lifetime warranty on specific parts to the original purchaser only. Labor is covered if the part fails within 12 months. After 12 months, labor is the customer s responsibility. There is no enrollment necessary; the program is available to all service agents. The program start date was January 1, This program replaces the Limited Lifetime Service Guarantee (LSG). The LSG, discontinued on December 31, 2012, offered a lifetime warranty on parts and labor. Service agents who were enrolled in the GM Goodwrench Service Plus or the Limited Lifetime Service Guarantee must still honor the warranty, parts and labor, on those parts sold prior to December 31st, The highlights of the LSG program include: Parts and labor are covered up to 12 months or 12,000 miles. Failures after 12 months are submitted for reimbursement of the part only; the service agent absorbs the labor costs. The customer cannot be billed for labor. The customer must return to the selling dealer for the lifetime warranty to be valid. If the customer was more than 50 miles from their selling service agent, they could take their vehicle to any GM service agent who would be reimbursed both parts and labor. This situation is referred to as tourist down. If the customer permanently relocated more than 50 miles from their selling service agent, the new service agent will be reimbursed for the part only, absorbing the cost of labor. Towing is not covered under the LLPW or the LSG program. However, towing is covered if the part failure occurs in the first 12 months. The LLPW warranty covers other parts affected by the covered failed part, based on the specific GM service manual instructions. If an additional part is identified as impacting the wear of a LLPW part, the customer is required to pay for that part. If the customer refuses, the job card must indicate that the LLPW is void for the original warranted part. The customer may take their vehicle to any GM service agent if they experience a part failure. If a part fails within 12 months of purchase, submit with transaction type ZPTI and claim labor. If the part fails after 12 months, submit with transaction type ZPTC. A second line should be added to the job card for the labor charges when the customer is responsible for the repair labor. The LLPW warranty is for GM vehicles only. Medium duty trucks are not eligible as well. This warranty is also not applicable for parts sold over the counter. Service agents should modify their computer system so that LLPW parts will be flagged on job cards and invoices with Limited Lifetime Parts Warranty. 12

13 Eligible Parts Include (applies to OE line only): Air conditioning accumulators Air conditioning compressors Air conditioning condensers Fuel pumps Ignition coils Ignition modules Ignition wire sets Alternator/generator Starter motor Shock absorbers/struts Water pumps Wheel bearings PART RETENTION AND DISPOSAL Technicians must turn in defective parts for retention and tagging. Warranty parts retained for scrapping, core return, and/or inspection are to be tagged with a properly completed warranty parts tag, which includes the job card number and the VIN. Parts department must document on the job card that the part was turned in by the technician. Defective warranty parts are to be held for a minimum of 15 days after the transaction has paid. Parts must be damaged beyond further use before being scrapped by the service agent. Service agent s retention of parts should provide for easy retrieval and be kept in a clean, welllit, and ventilated area. Parts with a core charge must be retained for 24 hours after credit for the transaction has been received. If no Warranty Parts Center (WPC) return request is received on the day the service agent receives a transaction summary showing payment, the core must be shipped to the CCA Core Return Center within 21 days. Core charges for parts returned to the WPC will be fully reimbursed to the service agent by performing a transaction adjustment. When defective parts are being inspected by a GM representative, a service agent employee must be present and offer any possible assistance. 13

14 EXPEDITING WARRANTY PARTS GM will reimburse service agents for the costs involved in obtaining needed parts that are not in their inventory. This program is a service to prevent your customers from having to return to the dealership for a part that had to be ordered. The maximum reimbursement allowed for parts expediting options is $100. The price charged by the other service agent for the part should be the trade price listed. If there is no trade price listed, reimbursement cannot exceed 25% of the GMSPO net price. Input the part number as you would any part and the mark up will calculate to what the service agent is allowed. Enter the difference between the cost of the part and what the service agent paid for the part in the parts expedite net item box. The part number of the part that was purchased must be entered in the general comments field. Attach a copy of the invoice from the other service agent to the job card to support the transaction. This program will also reimburse service agents on charges received for express shipping of parts. Excluded from this policy are engines, transmissions, transfer cases, and other major components. Freight charges are submitted in the parts expedite net item field. Attach a copy of the freight invoice to the job card to support the transaction. If more than one part is shipped in the same box, refer to EPIC for the itemized freight cost for each part. The part number of the part that was express shipped must be entered in the general comments field. Inform the customer that a part availability issue exists, and if eligible, offer appropriate Courtesy Transportation. Courtesy transportation rental reimbursement is limited to one day when the part was purchased locally and two days when the part was express shipped. See bulletin for more information. 14

15 WARRANTY TRANSACTION FLOW CHART Service Advisor Technician Warranty Administrator Greet the customer. Listen to the customer s concern, ask questions to clarify concern, and consider using a Customer Concern Verification Sheet. Ask the customer if they have had repairs related to this concern before. If yes, use a Customer Concern Verification Sheet and utilize the Repeat Repair Log. Research the vehicle history, including an IVH inquiry. Note on the job card previous repairs that may be applicable. Check IVH for open Required Field Actions, possible repeat repairs, mileage discrepancies, and warranty coverage time and mileage. Clearly document the customer s concern as a repair line on the job card. This concern must be understood by the technician. Review repair lines with the customer for accuracy and if all is correct, print the job card. Get the customer s signature and give the customer a copy of the job card. Dispatch the job card to a qualified technician. Understand and verify the customer s concern and diagnose the cause of failure through Strategy Based Diagnostics (DTC, SI, PI, Bulletins, etc.). Road test as needed. If the concern is a second repair attempt notify service management. Contact TAC after completing the Technical Assistance Information Form. Follow up with TAC until vehicle is repaired and close the TAC case. For a third repair attempt, contact Service Management and the DMA. Contact Service Management for repairs that require approval prior to beginning the repair, e.g. front end alignments, policy repairs, OLH, add on repairs, etc. Begin a time recording and make needed repairs. Clock off when repairs are complete. Test drive vehicle to confirm customer concern is corrected, if applicable. Document cause of failure and correction, including test results, on the job card. Tag and turn in defective parts to the parts department for retention. Present the job card to the parts person for documenting on the job card that the part(s) were turned in. Review job card to confirm all necessary documentation is attached or written. Verify in service date and mileage for warranty coverage. Apply concern code, cause code, and labor operation(s) for each repair line. Verify service management approval/authorization is properly documented on the job card, when necessary. File transactions that have been paid. Verify transactions have paid correctly on the transaction summary report. If something was missed in submission, adjust the transaction. Reconcile the 263 schedule weekly. Correct rejected transactions. Correct those transactions with simple errors first and resubmit. Review transactions that need further approval/ authorization with service management as quickly as possible and resubmit. Rejected transactions that will not be paid must be dealt with immediately. Management should approve any write offs and the 263 schedule should be adjusted to reflect this decision. 15

16 TECHNICIAN S RESPONSIBILITY Technician s must record an accurate description of what was found to be the cause of failure regarding the customer s concern and what was done to correct the condition. Only the technician who details this information on the job card can change or later edit the repair descriptions. Once the job card is closed out the technician s comments must not be altered in any manner. Technician s must record the ending odometer reading on the job card and it must be transferred to all other copies of the job card. All onboard diagnostic trouble codes, test results, applicable specifications, adjustments, readings, or any other indicators that support the warranty repair must be recorded on the job card. Technicians are responsible for accurately documenting time recordings for straight time/other labor time requests. It is the responsibility of the technician to write the cause of failure and document the correction to complete GM s 3 C s requirement. Examples of supporting documentation that must be attached or written on the job card include: Before and after alignment setting printouts. Brake rotor thickness measurements. Diagnostic trouble codes, including documenting the module that set the code. Battery Midtronics out of vehicle test results. Attach the printout to the job card. Air conditioning test results when using the ACR Air conditioning test results. If using the ACR 2000, attach the printout to the job card. When using the GE 50300, attach a copy of the printed summary to the job card. The warranty code from the summary must be entered in the comment field of the warranty claim. Refer to bulletin When using the GE 48800, there will be no printout. The charge summary data from before and after system repairs will continue to be required, but documented on the job card only. Both high and low pressures and the recovery and charge amounts should be noted during the repair and entered on the repair order. Transmission oil cooler flow rates, flow codes, temperature readings, and cycle number must be recorded on the job card when flushing cooler lines after a transmission replacement or major repair. The flush/flow code must be entered with the warranty transaction in the specific labor code dependency field. See bulletin Control module reprogramming using the TIS SPS application will show a warranty code on the program complete screen. This warranty code is required to be documented on the job card in the calibration value field. If more than one code is generated, enter up to 3 codes in the dependency field using commas to separate each code. Attach a printed copy of the warranty code to the job card. Enter DTC information, with symptom byte, if applicable, in the correction description comment field of the transaction. See bulletin Certain labor only labor operations for exterior adjustments/alignments require a created 10 digit alpha/numeric code for transaction submission. Codes are created by vehicle type, location of repair made on a grid, specific customer concern (two digit code) and size of component adjustment. See bulletin for more information. For 2010 and newer vehicles, wiring repair labor operations require the connector end view, locater view, or harness routing view and/or grid location. See bulletin Leak testing documentation including pressure test readings and dye test results. TAC and PQC case numbers. 16

17 Any applicable worksheets. Time recording for warranty and policy repairs is required. It is recommended that each line on the job card is recorded separately. A flag sheet or electronic time recording is the only acceptable method of time recording. o A technician may only be working and clocked on to one vehicle per service event. o When using a closest to labor code, a time recording must be documented to validate the time claimed. The time claimed must be submitted in OLH. o OLH is not allowed for phone time with technical assistance. o Normal road test time to verify repairs is not eligible for OLH, unless documented and approved by service management. Hand written punch times are not acceptable. Technicians who exclusively perform oil changes/tire rotations are wavied from individual time requirements. However, a technician who performs warranty repairs in addition to maintenance services is required to follow time documentation requirements. Hybrid and electronic job card systems are the two most common job card methods. o The hybrid system utilizes both a printed job card for documenting repair information but utilizes printing for invoice copies and technician shop copies. o The electronic system records, stores, and internally routes required information without using a printed job card. Adding to or approving repairs to electronic job cards must be approved by service management. The system must have the capability to restrict, by service management user ID, the ability to approve repairs electronically. The name, initials, and/or code of the technician performing a repair is to be recorded on all copies of the job card that correspond to each repair line. Team codes are not acceptable. Each technician is to be assigned a single, unique employee number. 17

18 DIAGNOSIS AND LEAK TESTS Certain situations allow additional diagnosis time paid to the technician, which goes beyond the published base labor time. Examples of additional diagnosis include: Electrical diagnosis as an add associated with certain labor operations. Fluid leak diagnosis. Other labor hours (OLH). Electrical diagnosis time is published add time associated with certain labor codes. The time available is variable and is entered with the transaction separate from the base time. Diagnosis is entered in the diagnosis time box in the labor section. Determining the diagnosis time paid should be a combination of time recorded and the technician s written details of the steps taken in the diagnosis. Electrical diagnosis time does not require a separate time recording. The technician must support electrical diagnosis time by specifically stating what test equipment was used, what test results were found, and any other procedures that were followed to justify this extra time. Fluid leak analyze is additional time that can be paid to the technician for the extra effort in finding the source of an oil or coolant leak. The labor time to perform a fluid leak analyze is and is claimed in the additional labor time field with the labor operation used in the repair of the leak. Examples include: Adding dye and inspecting the vehicle with a black light to determine the source of the leak. Pressure testing the coolant system to determine the source of the leak. Cleaning an engine or transmission to find the source of the fluid leak. A/C system leak testing includes inspecting the vehicle with a black light. Fluorescent dye is added at the factory. Service agents can claim 0.2 labor hours in the additional time labor field with the failed component labor operation if an A/C leak test was performed. Leak analyze times are not published as an add to labor codes that allow this diagnosis time. Add the time based on the technician documentation that a leak test was performed. More information may be found in the preface section of the LTG. Excessive diagnosis time beyond the variable diagnosis or leak test times is entered as OLH. OLH must have a separate time recording and prior service management approval. 18

19 THE WARRANTY PARTS CENTER The WPC will issue part return requests for specific parts they want to analyze for product quality and root cause correction. The evaluation of these parts is considered a valuable tool for root cause analysis of customer product concerns. The service agent will receive requests via the notifications box on the GWM main page. Job card only requests can also be asked for and are mailed directly to the requester. Send regular mail only. Return legible copies of the job card that include technician comments and copies of any supporting documentation that pertains to the job card. Return the part(s) requested in the original container, if possible, and include a copy of the job card with technician comments. All paperwork should be protected from fluid contamination. In addition, the following must be adhered to: All fluids must be drained from parts. Clearly mark or circle the defect or area of concern, if possible. Related parts used under the same labor operation must be sent as well. Do NOT send multiple requests in the same box. The shipping label needed to ship parts to the WPC is created in the transaction detail screen. Select the generate shipping label link. Parts with a core charge must be retained until credit for the transaction has been received. It is possible that the Warranty Parts Center may request their return. Cores not requested by the WPC must be shipped to the CCA Core Return Center within 21 days. Parts or document only requests should be returned immediately. Part return requests must be received by the WPC within 21 days of the original request date or the entire transaction will be debited. Document only requests must be mailed to the requestor within 21 days as well. When parts and documents are not returned within the 21 day timeframe, the transaction goes to pending debit. It will remain in this status for 24 hours or less and then be debited. After returned parts have been inspected, if it is determined that they are non defective, the transaction is changed to inspected/non defective. The transaction will then go to pending debit and can remain in this status for 15 days. Contact your DMA if you question the results. On day 16, without intervention, the entire transaction will automatically be debited. If parts are received at the WPC without the required paperwork, the service agent may be contacted via phone by a WPC agent. A request will be made to fax the paperwork. Warranty parts that have been requested and not received or excused by the WPC within 21 days from the original request date will automatically be debited for the entire transaction amount. If there is a valid reason why a service agent cannot return a part requested by the WPC a part waiver form must be electronically completed and ed by service management to their DMA or the Warranty Support Center contact. The DMA has the ability to close a request and prevent a debit. The WPC phone number is If GWM shows a part as not received, but tracking information indicates the part has arrived at the WPC, contact the WPC immediately. A debit will be issued if left unresolved and the 21 day period has expired. 19

20 Service agents are allowed up to 0.3 administrative allowance per request for their involvement in returning parts to the WPC. This time is reimbursed in the labor section in the administrative labor time field as an add credit/adjustment to the original transaction. Go to the view transaction by job card or view processed/accepted transactions screen. In the actions column select credit/debit located at the far right. Select the adjustment button and continue through the screens until you come to the labor section. Place the 0.3 in the administrative labor time field. Postage reimbursement for sending document only requests is placed in the freight & postage field. Core reimbursement is placed in the freight and postage net item field. Enter submit at the bottom of the page. The transaction will debit internally the previous transaction and the service agent will be reimbursed the new dollar amount for the new transaction. JOB CARD CLOSEOUT When vehicle repairs are completed and quality inspected, the cause and correction information written by the technician on the shop copy of the job card is to be transferred to all other copies. For those service agents using electronic inputting, technicians type their repair information into the computer. This information then prints out on the other invoice copies. Job cards should be checked by service advisors for: Management approvals and authorizations written on the shop copy. Customer signatures. Documentation attached. Adequate technician documentation. All shop copies must be flagged with the technician's time regardless of pay plan. Teams must flag individually. Electronic flagging may be used. As soon as the customer has picked up their vehicle, the job card should be closed. Service advisors should be discouraged from leaving a job card open for things like: A part was ordered and the customer is expected to return for the completion of the repair in a few days. The technician has diagnosis time recorded on the job card. It is simply easier to leave the job card open. All warranty transactions must be paid within 60 days of the repair completion date. 20

21 BATTERY DOCUMENTATION The Midtronics battery tester/charger must be used to diagnose a battery failure, unless the battery is leaking. Document the Out of Vehicle test results on the job card. This test code is also required to be entered on the warranty transaction in the battery tester code field. As stated in bulletin , special cases may occur that would make a test code unavailable. Batteries replaced under the Cadillac Roadside Program do not fall under the labor operation. They should be submitted using labor operation , as defined by the program. If the battery is leaking, replace the battery and enter LEAKS in the test code field. Use cause code For a customer reimbursement enter REIMBURSEMENT. If a vehicle has less than 250 miles, GM Wholesale Authorization is required. The ACDelco battery part number must be converted to the GMSPO part number on the warranty transaction. Be sure your battery prices are updated to reflect the most current pricing. To avoid confusion with the ACDelco consumer battery warranty, the warranty tag on the replacement battery is to be removed and attached to the warranty job card. Batteries purchased as a retail transaction that later fail are not to be submitted as a warranty transaction. The service agent must handle the battery warranty directly with the ACDelco battery distributor. Labor is not reimbursable. There is no extended coverage available on batteries. The original equipment battery is only warranted for the term of the bumper to bumper warranty. However, a battery replaced near the end of the bumper to bumper warranty will have 12 months/12,000 miles coverage or the balance of the bumper to bumper warranty, whichever is greater. A/C RECOVERY/RECHARGE EQUIPMENT The GE CoolTech Recovery/Recharge equipment is the required replacement for the ACR2000 (J 43600). The charge summary data from before and after system repairs will continue to be required, but documented on the job card only. Both high and low pressures and the recovery and charge amounts should be noted during the repair and entered on the job card. If using the ACR2000, the snapshot/charge summary printouts should continue to be attached to the shop copy of the job card. When using the GE for certain Cadillac ATS and XTS models, the printed summary of the completed repair must be attached to the job card. The warranty code must be entered in the comment field of the warranty claim. 21

22 BRAKE WARRANTY DOCUMENTATION Brake pads are considered a maintenance item and should not be considered a warrantable repair if they are simply worn out. Installation of new rotors does not require pad replacement. Do not replace pads unless the condition requires it (excessively worn, damaged or contaminated). If a rotor is replaced, only the original thickness measurement needs to be recorded. If a rotor or brake pads are replaced, an explanation for replacement is required to be documented on the job card or the brake worksheet. Brake rotors are covered under the terms of the GM New Vehicle Limited Warranty. When determining warranty coverage on brake pads, pads that are worn evenly are typically not covered under warranty. Pads that are excessively worn unevenly may be considered as a warranty repair. Service agents should consider warranty coverage for worn brake pads up to 24,000 miles. Submit as a customer enthusiasm transaction with service management approval. Excluded for this consideration are cases where it is known there was owner abuse, excess trailering, or other abnormal use is the labor code that should be used to burnish brake pads (a term used to clean the braking surfaces for thickness variation pulsation due to lot rot corrosion). This labor operation is not found in the Labor Time Guide and pays 0.3 hours. See bulletin for more information. ADD ON REPAIRS Service Management must first inspect and verify the concern before it is added to the job card and prior to the customer being notified that additional work is necessary. It must be clearly documented on the job card that the additional repair is an added operation. Add on repair lines are to be added to the job card by service management. Approval must include a signature, the date and time approved, and an explaination that clearly documents how the additional repair(s) became a concern. If a technician needs to make additional repairs to a single customer concern, they must get permission from service management before they begin the repair. Add on repairs require a separate time recording. When an additional repair is initiated by the customer the service manager must sign, date, indicate the time, and provide the reason for the added repair. Service advisors should take the time during the initial job card write up to accurately note each customer concern. Add on repairs are to be identified by checking the is this an add on repair? box with transaction submission. 22

23 PYRAMID REPAIRS A pyramid repair is created when a technician makes more than one repair to correct a single customer concern. Even though a repair line is not necessarily added to the job card, adding additional labor operations is still considered an add on repair. Service management must provide the reason for the additional labor operations on the job card, along with a signature, time, and the date approved prior to transaction submission. USING OTHER LABOR HOURS/STRAIGHT TIME Other Labor Hours are for complex or unusual repairs that are generally in excess of the published labor time allowed. All Other Labor Hours(OLH) must be approved by service management prior to repairs being performed. Service management approval in the form of a signature, date, time, and the reason the extra labor time is necessary must be written out on the shop copy of the job card, or recorded electronically, depending on the service agent s system. Service management is responsible for the reasonableness of the OLH request and subsequent time claimed. OLH must be time recorded separately from normal repair time and must be entered in the OLH labor field. Self authorization code E is required with transaction submission. OLH beyond a service agent s empowerment must be routed for GM authorization. Service agents are generally empowered to approve up to 2.0 hrs OLH. OLH is often used for wiring repairs, water leaks, noise complaints, and situations where there is no published labor operation for the repair performed. When the failure of one component causes the failure of another, the additional time for the subsequent repair is entered in the OLH field. Use only the labor operation of the failed component or vehicle defect when submitting the transaction. OLH is not to be considered for phone time with technical assistance. Normal road test time to verify repairs are part of Strategy Based Diagnostics and are not eligible for OLH unless documented and approved by service management. 23

24 CUSTOMER CONCERN NOT DUPLICATED When a technician is unable to duplicate or verify a customer s concern and they have diagnostic labor time involved, certain labor operations can be claimed. Claim 0.1 to 0.3 hr. in base time. Published labor time is the maximium time allowed. Only submit the actual time spent to diagnose up to the maximum. OLH may be claimed for unusual situations if time is recorded and authorized. All operations need supporting documentation and written service management approval on the job card. These labor operations are not allowed if: Repairs are made in the same repair group. On stock vehicles. If the technician is not properly trained in the area being diagnosed. Repair Group Operation Time Air/Wind Noise Waterleaks Interior Buzz/Squeak/Rattle Keyless Entry/Theft Alarm/Memory Seats/Lighting/Power Windows Heating and Air Conditioning / Suspension / / / / / Tires and Wheels (for tire psi monitoring system concerns use ) Steering / / Axle,Differential, or Rear Drive Module / / / Brakes / / / Engine Cooling Engine Electrical Engine Mechanical Engine Controls and Fuel Manual Transmission Clutch Manual Transmission Transfer Case Automatic Transmission Exhaust OnStar /Bluetooth TPM System Entertainment/Radio/Navigation/USB Electronics/Safety/Object Detection Electronics/Airbags Seat Heating and Cooling/Hardware Trim and Upholstery/Power Seat 12V Battery/12V Charging System Hybrid Electronics and Hybrid Charging Hybrid/EV Cooling System Plumbing

25 Labor operation , Engine Controls and Fuel, requires the diagnostic trouble code (DTC) that is stored or present be entered in the labor code dependency field with transaction submission. Only P codes can be used with labor operation GM Product Engineering also requests that technicians ensure that the DTC information and freeze frame record data is passed to GM by connecting the diagnostic scan tool to the TechLine PC. 25

26 PERSONAL PROPERTY DAMAGE Service agents can authorize reimbursement to the customer for damage received to their personal property due to a defect in the vehicle. See bulletin for more information. Management must review all requests for reimbursement and determine a fair settlement. Customers must provide service agents with reasonable documentation regarding items that have been damaged. Receipts for damaged items are preferable; however, it is understood that in some situations customers may no longer have a receipt. Service management and the customer must agree on a fair price, particularly on items that are older or worn. Service agents can reimburse a customer up to $3,000 for damage incurred to their personal property. Damaged items must be retained for the normal 15 day parts retention period. Submit a property damage transaction using labor operation with the reimbursement amount in net item. Claim a 0.2 administration allowance. Attach any receipts the customer is able to provide to the job card as supporting documentation. Attach a copy of the service agent check issued to the customer. The customer s signature on the job card is their acknowledgement that they are in agreement with the reimbursement. Examples of personal property damage include: CD s damaged from a defect in the radio. CD s that get stuck in a player are sent in as part of a pre exchange unit. Clothing or other personal items that get damaged from a defective part. Articles that were in the trunk and the vehicle had a water leak that damaged the articles. This would include the cleaning of clothing, if it could be done satisfactorily. Having the customer s driveway professionally cleaned from a fluid leak, if it can be proven that the leak was from their vehicle under warranty. Transactions that exceed $3,000 or involve collision, fire, and/or bodily injury should be referred to the service agent s divisional customer assistance center product allegation resolution team for claim management. With these transactions, no repairs should be made until GM has been contacted and the transaction is investigated. 26

27 PAINT REPAIRS When choosing labor operations for paint repairs, there are a few options. All paint labor codes include time for cleaning, preparing, refinishing, and any hardware removal considered necessary. Blending of clear coat is not allowed on any paint repair. Partial color/clear coat labor codes are claimed to correct thin or mottled paint, off color, rub through, shallow scratches or debris in the paint that does not respond to finessing, sanding or buffing. The time allowed includes the mechanical removal of the clear and/or base color on up to 50% of the panel surfaces area, not disturbing the factory primer. Full color/clear coat labor operations are claimed when it is required to paint more than 50% of the panel s surface. When a full color/clear coat repair is performed, full color and clear coat is to be applied over the entire panel. Partial refinish color/clear coat labor codes are claimed when repairs result in the removal of some of the factory primer to the bare metal. The allowed time includes removing, cleaning, restoring and sealing the primer for up to 50% of the panel s surface. Also included is completing base color and clear coat over the entire panel. Full refinish color/clear coat labor codes are claimed when more than 50% of the panel paint is removed, the panel is cleaned and restored, the primer sealed for the entire panel s surface, and the panel is repainted. Stripping is described as removing the finish, including the primer from more than 50% of the panel area. Stripping is only necessary in rare cases, and as a general rule, dealers should avoid removing factory primer. Paint/primer stripping labor time is claimed as OLH and requires technician s to clock their time and get prior service management approval. Additional materials may be claimed as well. Paint blending to an adjacent panel may be necessary at times to obtain an acceptable color match. Blending time is obtained by using the partial color/clear coat labor operation or the full color/clear coat labor code for the panel that requires blending. Add the labor code and obtain service management approval for the added line. The labor time allowances given in labor hours for either color/clear coat or refinish operations include time for cleaning, preparing, finishing, as well as any hardware removal considered necessary. The 2 digit letters below each labor time are the material indicators. This indicator represents the amount of paint as well as other supplies needed for each paint operation. Find the dollar amount associated with the indicator in your LTG. This dollar amount allowance goes in the paint material net item field. Technicians are allowed additional labor hours to mix paint. This time is based on the amount of the material allowance and is submitted in the paint mix time labor field. Mix time can only be claimed once on the job card. Service agents that sublet their paint repairs should calculate what the cost would be to do the specific paint repair prior to sending the vehicle to the sublet repair facility to alleviate being overcharged. 27

28 MATERIAL ALLOWANCE CONVERSION CHART PAINT FINISH (US) GA 6.36 HK IU KE LO MY OI GB HL IV KF LP MZ OJ GC HM IW KG LQ NA OK GD HN IX KH LR NB OL GE HO IY KI LS NC OM GF HP IZ KJ LT ND ON GG HQ JA KK LU NE OO GH HR JB KL LV NF OP GI HS JC KM LW NG OQ GJ HT JD KN LX NH OR GK HU JE KO LY NI OS GL HV JF KP LZ NJ OT GM HW JG KQ MA NK OU GN HX JH KR MB NL OV GO HY JI KS MC NM OW GP HZ JJ KT MD NN OX GQ IA JK KU ME NO OY GR IB JL KV MF NP OZ GS IC JM KW MG NQ CA GT ID JN KX MH NR CB GU IE JO KY MI NS CC GV IF JP KZ MJ NT CD GW IG JQ LA MK NU CE GX IH JR LB ML NV CF GY II JS LC MM NW CG GZ IJ JT LD MN NX CH HA IK JU LE MO NY CI HB IL JV LF MP NZ CJ HC IM JW LG MQ OA CK HD IN JX LH MR OB CL HE IO JY LI MS OC CM HF IP JZ LJ MT OD HG IQ KA LK MU OE HH IR KB LL MV OF HI IS KC LM MW OG HJ IT KD LN MX OH

29 PAINT MIXING TIME ALLOWANCE Paint Mixing Time Allowance Range 0.3 $4.48 to $ $37.78 to $ Add 0.1 hrs., for Tri Coat Mixes MATERIAL ALLOWANCE CONVERSION CHART FLEXIBLE FINISH (US) AA 6.47 AG AM AS AY BE BK AB AH AN AT AZ BF BL AC AI AO AU BA BG BM AD AJ AP AV BB BH AE AK AQ AW BC BI AF AL AR AX BD BJ

30 SUBLET REPAIRS Service agents can choose to sublet warranty repairs to another repair facility. Service agents are responsible for the satisfactory completion of any sublet repairs claimed and are not to imply on the job card that the work performed was done at the dealership. Service agents are to supply the sublet facility with any parts that will be used in the performing of the sublet repair. Service agents are eligible for the appropriate handling allowance when GM parts are used. Sublet invoices are to contain: Customer name VIN Date of repair Description of the repair A copy of a sublet invoice is considered supporting documentation and must be included in the vehicle history file. Sublet repairs are reimbursed at the service agent s actual cost and are not to exceed what warranty would pay. Calculate warranty costs prior to the sublet company performing the repairs, if possible, and inform the company that the amount is the maximum GM will reimburse. If the cost is unknown, inform the sublet company that you need an estimate for the cost of the repairs prior to the actual work being performed. Make sure that your sublet vendor is returning defective parts to the service agent in the case of a Warranty Parts Center request and for part retention requirements. Choose the labor operation that describes the sublet repair. Put the repair amount in the sublet net item field. If the labor operation qualifies for Coverage S (Sublet S1), you are allowed to claim 0.2 administrative allowance. Claim in the labor section in the administration time field. If the labor operation qualifies for Coverage S (Sublet S2), you are allowed to claim an additional 0.3 (total of 0.5) if someone from the dealership transports the customer s vehicle to and from the sublet repair facility. TOWING Towing charges will be accepted if a vehicle cannot be driven safely. Towing charges must be reasonable for the service agent s service area. Towing should be to the closest GM service agent, not necessarily the selling service agent. Both sublet towing and dealer provided towing invoices must contain: The reason for the tow. The license plate number and/or the VIN. The location the vehicle was picked up and/or the distance towed. Towing is reimbursed in the net item section in the towing field. Also required is the invoice number and the distance towed. Attach a copy of the tow bill to the job card as supporting documentation. 30

31 ACDELCO ELECTRONIC EXCHANGE PROGRAM Electronic Service Centers provide exchange service for certain components. Service agents must determine if a unit is serviced as a direct exchange item. If so, call a service center to order a pre exchange unit. When the pre exchange product arrives at the dealership, the technician removes the defective unit and installs the new unit. Policy replacements should be handled on an exchange basis. Notify the ESC that the repair is being handled as policy. Most ESC s will not change the transaction from customer pay to warranty after the part order has been submitted and the transactions for policy decisions will not pay with a dollar amount submitted for the component. See bulletins , and for more details on this program. Service agents must return defective units within 30 days. Failure to do so will result in being invoiced for a non return product fee. Submit the warranty transaction with the correct labor operation, base time, and 0.2 administrative allowance. Additionally, service agents are allowed $25 to be entered in net item, in the administrative allowance field. A copy of the job card must be included with all electronic core returns. The labor operations listed below are examples of components that qualify for the above stated administrative allowance Radio Control Assembly Replacement Radio, Video, Audio Disc Player and Navigation Information Display Replacement Radio Replacement Tape Player Remove, Repair and Replace Tape Player Radio Control Module Replacement Audio System Transceiver Module Replacement Remote Compact Disc Player Replacement HUD (Head Up Display) Replacement Night Vision Components Camera Assembly Replace Module, Vehicle Interface Unit VIU/VCIM Replace Video Disc Player Replacement Multimedia Player Interface Module Replacement Video Display Replacement Audio/Video Interface Module Replacement Digital Radio Receiver Replacement Instrument Cluster Replacement 31

32 FILING REQUIREMENTS AND RECORD RETENTION Service agents must maintain one complete and accurate vehicle history file to account for all vehicle service events. This includes warranty, transportation transactions, pre delivery inspections, customer pay, internal, and body repairs performed by the service agent. This history can be in the form of: A physical paper file that includes the shop copy of the job card. An electronic vehicle history as part of an electronic job card system. Optically scanned paper job card copies. A physical paper history file must also contain any supporting documentation associated with a repair. Examples include: Sublet invoices Diagnostic worksheets Technical assistance forms Parts expediting records and invoices Battery warranty statement and insert Alternative customer signature document Alignment printouts Air conditioning test result printouts WPC return requests Rental agreements Tow bill invoices History files are to be filed by model year and the last six digits of the VIN, or be retrievable by VIN (for electronic job cards). Invoice copies, also called accounting copies, should be filed numerically. State laws vary on how long you need to keep these copies, but generally it is five to seven years. GM states that the service agent is responsible for maintaining complete and accurate records for a minimum of 24 months from the job card date. 32

33 COURTESY TRANSPORTATION Courtesy transportation is a program that includes: Rental vehicles Customer shuttles Fuel reimbursement Public transportation reimbursement The primary purpose of a rental vehicle given to a customer is for an overnight repair. The reasons that validate an overnight repair and a rental given to a customer are: Vehicle is unsafe to drive. Vehicle is inoperative. Multiple warranty concerns requiring more than one day to repair. Inability to complete repairs due to delayed availability of parts. The warranty repairs performed must justify the number of rental days reimbursed. All small/mid size/other GM vehicles will be reimbursed at $38 per day, when rented from an outside rental agency. Cadillac rental vehicles will be reimbursed at $47 per day, when rented from an outside rental agency. GM is not responsible for rental vehicle insurance, taxes, levies or any vehicle licensing fee. Vehicles provided must be a GM model and should be the same make of the vehicle that the customer owns. If not possible, other GM brands are acceptable. Rental vehicles are to be current or within the past one model year. Rental vehicles may be from the service agent s own fleet or from a list of preferred suppliers found in bulletin Suppliers will allow a minimum grace period of two hours for returning a vehicle. Extenuating circumstances should be reviewed with your DMA if a GM vehicle cannot be found. The maximum vehicle rental reimbursement is 5 days. Service management approval is required for four or more rental days for all franchises. Prior DMA authorization is required for vehicle rental that exceeds 5 days. Detailed comments, including a timeline, are required to support the number of rental days requested. Parts expediting options are not allowed with rentals of three or more days. A copy of the rental agreement must be attached to the job card. The reason for courtesy transportation and type provided must be recorded on the job card. Rental reimbursement is claimed by placing the appropriate dollar amount in the net item section in the rental field. Also include the rental VIN, the number of rental days, and select the rental reason from a drop down menu. Fuel reimbursement and public transportation reimbursement can be offered as alternatives to giving your customer a rental. When an eligible vehicle is unavailable due to overnight warranty repairs, customers who elect to utilize rides from another person in lieu of a rental vehicle may receive reimbursement for their actual cost, based on paid receipts, of fuel up to $10 per day, $50 maximum per visit. Fuel reimbursement is claimed in the customer reimbursement net item field. The invoice number from the customer s receipt is required. 33

34 Customers who use any form of public transportation in lieu of a rental vehicle may receive reimbursement for their actual cost, based on paid receipts when available. Maximum reimbursement is $37 per day or $111 per visit. Submit for reimbursement in the net item section of the transaction in the public transport field. Shuttle service is the preferred method of courtesy transportation. It should be used for same day or short duration repairs. A one way shuttle reimbursement is $7.50. A two way shuttle reimbursement is $15. If the service agent does not operate a shuttle vehicle, the customer can use public transportation up to $7.50. Document on the job card that a shuttle was provided and indicate one or two way. A stamp that states Shuttle Required is sufficient to support a shuttle transaction. If a customer is provided with courtesy transportation and no repair was performed, use labor operation to claim for reimbursement. A maximum of one day may be claimed. Refer to bulletin Both shuttle options are allowed on certain GMPP plans when the covered repair requires two or more manufacturer s LTG hours or the vehicle is inoperable. The enhanced Chevrolet, Buick and GMC Courtesy Transportation Program allows reimbursement at a rate of $42 per day for Chevrolet, Buick and GMC vehicles reported into GMDRAC. The dealer owned vehicles used as rental vehicles must be reported into the program to receive the higher rate of rental reimbursement. Service agents may provide a loaner to a customer without establishing that the repair will be an overnight repair. If the dealership carries multiple franchises, a GMDRAC Buick or GMC can be given to a customer of another GM brand at the $42 rate. The dealer must have a minimum of 3 vehicles reported into the GMDRAC program at all times. If they go below this number, reimbursement is the standard $38 per day. Additionally, a rental from one of the preferred rental agencies will be reimbursed at $38 per day. GMDRAC vehicles provided to a customer for same day service will be reimbursed at $21 for the same day rental. The allowance for the high expense service agents is $47 per overnight rental and $24 for same day rental. GMDRAC vehicles provided to a customer are required to be documented on the job card and logged into the department tracking log provided in the brand specific guide. Service agents must maintain copies of all documents related to vehicles used in the program, including the original delivery record that shows when the vehicle was put in GMDRAC service. A daily rental log, for each vehicle, must also be retained for a period of 3 years from the out ofservice date. The log must include at minimum: VIN Customer name Date out Mileage out Date in Mileage in 34

35 ROADSIDE ASSISTANCE Document the case number on the job card, if applicable. Coverage included with basic warranty and powertrain warranty. Service agents can perform their own roadside assistance and receive reimbursement using the labor operations below. Division Chevrolet Pontiac Buick Cadillac GMC Truck Hummer Roadside Assistance, covered services Lockout, Fuel, Jump Start, Flat Tire, Tow Lockout, Fuel, Jump Start, Flat Tire, Tow Lockout, Fuel, Jump Start, Flat Tire, Tow Lockout, Fuel, Jump Start, Flat Tire, Tow Lockout, Fuel, Jump Start, Flat Tire, Tow Lockout, Fuel, Jump Start, Flat Tire, Tow Coverage Phone Number 5/100, /100, /70, /70, /100, /100, Non warranty Towing Lockout Service Emergency Fuel Service Jump start Service Flat Tire **All dollar figures should be entered in net item, and do not enter labor hours. 35

36 GENERAL MOTORS PROTECTION PLAN (GMPP) GMPP is an extended warranty program that is purchased by the consumer. Transaction type ZSCT is used for this service contract. Service advisors must verify eligibility and coverage by logging into gmppcares.com. IVH can be used to accurately confirm vehicle and agreement holder information. Individual labor operations must be entered into the website to confirm coverage and status. To verify coverage enter the BAC, VIN, and labor operation. When the labor operation is entered, the status will show: Covered Labor Operation Code for this Contract, Not Covered, or Requires Review. Transactions do not require an authorization number when entered and a deductible may apply. The deductible is automatically taken out of the transaction total. Use labor operations from the GM Labor Time Guide. Parts mark up allowance for GMPP claims is list price for most transactions. Engines and transmissions are only allowed a 40% mark up. Sublets are allowed a 25% markup (except towing, rental, and shipping charges) up to $100. Entire repairs that are sublet are allowed a 10% markup, not to exceed $100. Towing is allowed with most plans and is submitted with the tow amount in net item in conjunction with the repair labor operation. Reimbursement cannot exceed $75. GMPP customers have the option of contacting Roadside Assistance at for towing. This service will be at no charge if their plan is still valid. The following applies to rental coverage under GMPP plans that have rental coverage: Vehicle rentals and shuttles are covered when the repair or service requires two or more manufacturers labor time guide hours or cause the vehicle to be in the shop overnight (inoperable or unsafe to drive). Reimbursement on eligible plans sold after 10/01/2003 is $35. Claim in the rental net item box in conjunction with the repair labor operation. Shuttle transportation for rental eligible plans will be reimbursed at $7.50 for a one way shuttle and $15 for a two way shuttle. Claim in the shuttle net item box. Tax paid on the customer s deductible is the responsibility of the customer in 16 states and the District of Columbia: AR, CT, DC, FL, IA, KS, NE, NJ, NY, OH, PA, SD, TN, UT, WA, WV, and WI. GMPP job cards must comply with all policies contained in the GM P&P manual including 3 C s documentation and service management self authorization and approvals. Labor operations that require review must be approved by service management and certain labor operations will require GMPP approval for payment. A matrix outlining repair categories that require GMPP intervention will be individualized for each dealership. Contact GMPP at when approval is needed. 36

37 The same self authorization codes used for factory claims apply to GMPP claims. Empowerment level for each authorization code varies and is displayed in GWM. Smart Care is a maintenance plan that can be purchased by customers. For plans sold prior to October 1, 2013: The oil change services are paid based on the dealership s customary retail charge for the service. Choose the labor operation that matches the dollar amount and submit in the miscellaneous net item box. Tire rotations pay 0.5 submitted in base hours. Labor Operation Customary Retail Charge Range $ 0.00 $ $ $ $ $ $ $ $ $ $ $ $ & above Tire rotation claim 0.5 in labor hours If applicable, add 0.3 to reprogram the TPM sensor and submit as OLH. Smart Care plans sold after October 1, 2013: Oil changes and tire rotations are reimbursed using the same labor codes and reimbursement amounts as the Smart Care Wrap plans. Both Smart Care and Smart Care Wrap contracts sold after October 1, 2013 require the customer return to the selling service agent for service. Smart Care Wrap provides the same coverage as Smart Care and is designed to complement the base maintenance coverage that GM provides. The available plan terms will allow dealers to extend the GM provided maintenance by 12, 24, or 36 months. Plans are only available at the time of purchase of a new or GM CPO vehicle with manufacturer provided maintenance coverage. Plan term begins on the vehicle purchase date. Smart Care (Non Wrap) Smart Care Wrap New and CPO GM Vehicles with 24/24 Manufacturer Base Maintenance Global Labor Code Reimbursement Amount Smart Care 1 24/24 Smart Care Wrap $35 Smart Care 2 24/24 Smart Care Warp $50 Smart Care 3 24/24 Smart Care Wrap $75 37

38 SELF AUTHORIZATION CODES Certain repairs require self authorization codes applied by designated dealership service management before payment can be made to the service agent. These repairs fall outside GM established guidelines for each individual labor operation for several reasons. Service management must sign, note the date and time, and record a detailed reason indicating why a self authorization code is being applied. Clarify which line the self authorization is being applied to. Approvals must be documented before transaction submission. In some situations, approval is required prior to work being performed. You may apply more than one self authorization code on a single case line, if necessary. Code A Policy Self authorization code A is used when a decision has been made to perform a policy repair for a vehicle that is out of warranty. Customer participation is expected with most cases. Use the online calculator or the time and mileage tables found in bulletin to determine the participation amount. The calculator or tables are to be used for every policy decision and on each line of the job card. All policy transactions should be case by case decisions and should factor in customer satisfaction and customer loyalty. Service management empowerment for policy repairs varies depending on the repair needed. Chevrolet, Pontiac, GMC and Saturn bumper to bumper policy empowerment is up to 8/96,000 miles. Cadillac, Buick, and Hummber bumper to bumper policy empowerment is up to 8/98,000 miles. Policy empowerment for powertrain repairs is up to 8/136,000 miles. Policy repairs outside service management empowerment require DMA approval by filling out the Claim Pre Approval Request. The form is located in GlobalConnect in the Aftersales Empowerment Portal. Make sure certain repairs are not covered under an aftermarket extended warranty contract before offering customer policy. Clearly document policy on the job card. Code E Other labor hours Authorization code E is necessary any time OLH is being requested. Most dealers are empowered to authorize up to 2.0 of OLH. OLH greater than 2.0 hours, unless empowered for more, must be routed to GM. Service management authorization is required prior to the work being performed. Technicians must have a separate recorded time punch to support OLH hours claimed. When there is no labor code for the repair performed, the closest labor code should be used. The labor time from the closest code found is to be submitted in OLH. 38

39 Code H Net item excessive Self authorization code H is necessary to override a reject for excessive net items. The sublet net items will vary depending on the labor operation used. If a transaction rejects for an excessive sublet amount, the amount must be verified as accurate and cannot exceed what the labor and parts, if applicable, charges would be if the repair was done by the service agent. If the net item dollar amount exceeds the service agent s empowerment, the transaction must be routed to GM for approval. Code M Rollback Self authorization code M is necessary when the current transaction odometer reading is less than a previously submitted and paid transaction. Code P Excessive parts Self authorization code P is necessary to override a reject for excessive parts. Maximum dealer empowerment for authorization code P will vary but most service agent s are empowered up to $1000 for the total parts amount. Amounts exceeding the service agent s empowerment will reject and have to be routed to GM. Make sure your explanation in comments explains why the listed parts are necessary. Code R Repeat, Related Repairs Authorization code R allows payment for repairs that repeat, overlap, or are closely related to a previously performed and paid repair. Comeback repeat repairs require approval prior to work being performed. Pyramid repeat repairs, identified as two or more repairs that are in the same repair category, require service management approval prior to transaction submission. Authorization must include an explanation supporting the transaction, date, time, and initials/signature. If it is determined that the previous repair did not correct the customer s concern it should be debited. GM Authorization All self authorization codes have limited empowerment. When a transaction exceeds the service agent s self authorization empowerment, the transaction will need to be GM routed for payment consideration. Besides requiring GM authorization when a service agent exceeds their self authorization empowerment, other reasons include: Part incompatibility when using closest to labor codes. 6 or more car rental days. Excessive towing dollar amounts. Restricted labor codes. Once in the Authorizations/Comments section during transaction submission, select the GM authorization tab. Comments are required to support the transaction. Routed transactions must be approved by service management prior to submission. 39

40 TRANSACTION TYPES A transaction type defines a warranty transaction or related event that is entered into the GWM system for processing. All warranty transactions require a transaction type. ZREG Regular vehicle transaction is the most commonly used transaction type. This type is used for transactions submitted during the normal warranty period. Customer enthusiasm, vehicle policy, and special coverage are applicable categories within the ZREG type. ZPTI Part transaction service agent installed. Parts that fail outside of the vehicle warranty period, but within the applicable parts warranty time/mileage parameters are submitted with transaction type ZPTI. When using this type the service agent must enter the original job card number, original installation date, and original installation mileage. ZPTC Part transaction over the counter. When a part sold over the counter fails within the applicable time parameters use transaction type ZPTC. Like a ZPTI transaction type, the original job card number and the original installation date, are required fields. Mileage is not required to be entered. ZSET Service event. This is an optional transaction type for internal or customer pay transactions. Customer pay actions may include accessories, maintenance, or repair procedures. This transaction is used to submit for GM accessories installed on a vehicle (after production) prior to a sale or when purchased by the customer to add the accessories to the vehicle build. ZFAT Field Action or Service Update Bulletin. Used for repairs that are defined by a field action, recall, or service update bulletin with specific labor operations. For special coverage transactions, use ZREG. ZPDI Pre Delivery Inspection transaction type. Used to identify payment to the service agent for required vehicle inspection before customer delivery. This transaction type is also used when claiming fluid adds during the new vehicle inspection and to claim labor for installing vehicle accessories. Warranty repairs that are performed at the time of the inspection are to be added to the PDI job card and submitted separately as a normal (ZREG) transaction. ZTPT Transportation transactions. Data required with this transaction includes the delivery receipt, carrier code, delivery receipt date, and damage code. ZSCT Service contract (GMPP) transactions. Use for GMPP and Smart Care transactions. ZSSP Special Sales Program. A transaction type that is used to identify owner loyalty promotional programs, such as a free oil change service. The programs are designed to increase sales by bringing the customer into the dealership. 40

41 TRANSPORTATION TRANSACTIONS A transportation transaction is filed when new vehicles being delivered to the service agent have: Damage to any visible area of the vehicle Missing components The transactions are paid by GM. GM is reimbursed by billing the party responsible for the exception. If the carrier is billed for damage and they have supporting evidence to deny the transaction, GM will debit back the service agent. Service agents can appeal a debit by calling the DBC at and follow the prompts for the transportation transactions. The DBC should be contacted for assistance with rejected transportation transactions. Do not GM route transportation transactions for approval. Service agents must accept all vehicles designated for delivery to their dealership regardless of any damage the vehicle has. Carrier drivers must deliver vehicles during hours specified and notify service agent management when vehicles are ready for inspection. Vehicle inspection by trained dealership personnel must include a complete walk around to examine the exterior and also include checking: Wheels and tires for damage, correct size, color, and brand, including the spare. The engine compartment. The trunk or cargo area for items shipped loose. The passenger compartment area including trim panels, headliner, and upholstery. Also check the glove box or console compartment for the owner s manual and warranty literature. All damage or exceptions must be numerically coded on the delivery receipt. Damage or exceptions that cannot be described by a specific damage code should be coded using the closest to damage code. Signing and dating the delivery receipt concludes the inspection process. The delivery receipt is a two part form where the service agent inspector applies damage codes, if damage or other discrepancies are present. The delivery receipt has a remarks area for both the service agent and the carrier driver. Use the remarks section to record any unusual delivery condition or to record important data that may be used to assist in determining liability. The five digit damage code is made up of: The damage area code (first 2 digits), damage type code (second 2 digits), and the severity code (the last single digit). There are only 9 damage codes that will pay straight time. They are: Bent 01 Broken 02 Cut 03 Dented 04 Cracked 06 Gouged 07 Punctured 11 Torn 13 Dented paint not damaged 14 41

42 A deferred inspection may be necessary when conditions are present that prohibit a walk around inspection while the carrier is present. If an inspection is deferred, the reason must be noted in the remarks section of the delivery receipt and both the carrier and the service agent representative must sign the receipt. The service agent must perform the inspection before the end of the next business day. If exceptions or damage are found, a Letter of Notification must be completed and faxed (with confirmation), or sent certified mail by the end of that same business day. If vehicles are delivered after the service agent is closed, an inspection must be performed by the end of the next business day. If exceptions or damage are found, a Letter of Notification must be completed, and faxed (with confirmation) or sent certified mail by the end of that same business day. The carrier should have signed the delivery receipt and noted in the remarks section that the delivery was made during non working hours. A secondary inspection after the initial walk around inspection must be performed within three working days to identify concealed damage and/or option discrepancies. Concealed damage is considered damage that is not readily detectable during the initial walk around inspection. Option discrepancies include incorrect parts installed on the vehicle. A Letter of Notification is also completed if the carrier does not have a delivery receipt for the vehicles being delivered. A copy of a Letter of Notification can be found in the GM Service Policies and Procedures manual Article If a vehicle is received at the dealership with what is perceived as significant or extensive damage, make no repairs until the New Vehicle Damage department has been contacted at the DBC. Complete the delivery receipt noting all damage or exceptions. If time does not permit a complete inspection, request a deferred inspection and note the reason. Make no repairs to a vehicle that is suspected of having significant or extensive damage without contacting the DBC at Vehicles with an estimate of repair meeting or exceeding 8.0 hours to any welded panel and/or 1.0 hour to repair frame rails may be considered significant damage. Do not route transportation transactions to GM. For panel replacements, find labor operations in the general information section in the LTG. Use the Paint refinish labor operation to find the time for painting the panel and submit all time in base labor time. You can add 25% of both material allowance and labor hours for painting the inside of the panel. For panel repairs, use the paint refinish labor operation and put paint time in base labor time. For the actual repair time, use OLH. 42

43 TRANSPORTATION DAMAGE CODES Damage Area Codes (1 st & 2 nd Digit): 01 Antenna/Antenna Base 02 Battery/Box 03 Bumper/Cover/Exterior Front 04 Bumper/Cover/Exterior Rear 05 Bumper Guard/Strip Front 06 Bumper Guard/Strip Rear 07 Door Back Cargo, Right 08 Door Back Cargo, Left 09 Door Right Cargo 10 Door Left Front 11 Door Left Rear 12 Door Right Front 13 Door Right Rear 14 Fender Left Front 15 Quarter Panel/Pickup Box Left 16 Fender Right Front 17 Quarter Panel/Pickup Box Right 18 Front Floor Mats 19 Rear Floor Mats 20 Glass Windshield 21 Glass Rear 22 Grille 23 Accessory Bag/Box 24 Headlight/Cover/Turn Signal 25 Lamps Fog/Driving/Spot Light 26 Headliner 27 Hood 28 Keys 29 Keyless Remote 30 Mirror Outside Left 31 Mirror Outside Right 33 Audio/Video Player 34 TV/DVD Screen 35 Rocker Panel/Outer Sill Left 36 Rocker Panel/Outer Sill Right 37 Roof 38 Running Board/Step Left 39 Running Board/Step Right 40 Spare Tire/Wheel 42 Splash Panel/Spoiler Front 44 Gas Tank 45 Tail Light/Hardware 48 Trim Panel Left Front 49 CD Changer Separate Unit 50 Trim Panel Right Front Damage Area Codes (1 st & 2 nd Digit): 52 Deck Lid/Tailgate/Hatchback 53 Sun Roof/T Top 54 Undercarriage/Other 55 Cargo Area/Other 56 Vinyl/Convertible Top/Tonneau Cover 57 Wheel Covers/Cap/Rings 58 Radio Speakers 59 Wipers, All 60 Special Use 61 Pickup Box Interior 63 Rails, Truckbed/Light Bar 64 Deflector/Spoiler Rear 65 Luggage Rack (Strips)/Drip Rail 66 Dash/Instrument Panel 67 Cigarette Lighter/Ashtray 68 Carpet Front 69 Center Post, Right 70 Center Post, Left 71 Corner Post 72 Left Front Tire 73 Left Front Wheel/Rim 74 Left Rear Tire 75 Left Rear Wheel/Rim 76 Right Rear Tire 77 Right Rear Wheel/Rim 78 Right Front Tire 79 Right Front Wheel/Rim 80 Cowl 81 Gas/Cap Cover 82 Fender (Dually) Left Rear 83 Fender (Dually) Right Rear 84 Tools/Jacks/Spare Tire Mount + Lock 85 Communication/GPS Unit 86 Parking Sonar System 89 Trailer Hitch, Wiring Harness, Tow Hooks 90 Frame 91 Exhaust System 92 License Bracket 93 Steering Wheel/Airbag 94 Seat Left Front 95 Seat Right Front 96 Seat Rear 97 Carpet Rear 98 Interior Other 99 Engine Compartment Other Damage Type Codes (3 rd & 4 th Digit): 01 Bent 02 Broken (Except Glass) 03 Cut 04 Dented (Paint Broken) 05 Chipped (Except Glass) 06 Cracked (Except Glass) 07 Gouged 08 Missing 09 Scuffed 10 Interior Stained or Soiled 11 Punctured 12 Scratched (Except Glass) 13 Torn 14 Dented Paint/Chrome Not Damaged 18 Moulding/Emblem/Weatherstrip Damaged 19 Moulding/Emblem/Weatherstrip Loose/Missing 20 Glass Cracked 21 Glass Broken 22 Glass Chipped 23 Glass Scratched 24 Marker Light Damage 25 Decal/Paint Stripe Damaged 29 Contamination Exterior 30 Fluid Spill Exterior 34 Chipped Panel Edge 37 Hardware Exterior Damaged 38 Hardware Exterior Loose, Missing Damage Type Codes (5 th Digit): 1 Damage up to and including 1 in length/diameter less than 2.5 cm 2 Damage over 1 up to and including 3 in length/diameter 2.5 cm up to 7.5 cm 3 Damage over 3 up to and including 6 in length/diameter over 7.5 cm to 15 cm 4 Damage over 6 up to and including 12 in length/diameter over 15 cm to 30 cm 5 Damage over 12 length/diameter over 30 cm 6 Missing 43

44 GENERAL MOTORS SPECIAL COVERAGES Special Policy Year Model Limits Plugged PCV Orifice All equipped with 2.4L Ecotec Engine 10/120,000 in Intake Manifold Buick LaCrosse, GMC Terrain Buick Regal, Chevrolet Captiva Buick Verano, Chevrolet Orlando Chevrolet Equinox Chevrolet Malibu Torque Converter Clutch Wear Chevrolet Express, GMC Savana equipped with 6.0L flexible fuel engine and 6 speed automatic transmission 10/120, Reduced Engine Power/Accelerator Pedal Position Sensor Fuel Pump Module Battery Terminal B Unable to Remove Ignition Key Improperly Formed Hood Panel Clinch Joints 14404A Transmission Clutch Wave Plate Police Package Hot Ambient Drivability Issues 14371B Engine Coolant Leak from Water Pump Buick LaCrosse Chevrolet Impala 10/120, Chevrolet Express, GMC Savana 10/120,000 All equipped with automatic transmission: Chevrolet Cobalt Chevrolet HHR Pontiac Solstice Pontiac G5, Saturn Sky Pontiac G4/Pursuit Saturn Ion 15/Unlimited 2014 Buick Verano, Chevrolet Sonic 10/150,000 Buick Enclave, GMC Acadia, Pontiac G6, Saturn Outlook, Aura Chevrolet Equinox, Malibu, Pontiac Torrent, Saturn VUE Chevrolet Traverse Chevrolet Tahoe Police Pursuit vehicles and Special Service Trucks with 5.3L LMG Engine Chevrolet Cruze equipped with 1.4L engine Chevrolet Sonic equipped with 1.4L engine Plugged EGR Cooler Chevrolet Express and GMC Savana vehicles equipped with a 6.6L diesel engine EGR Cooler Bypass 2011 Silverado 3500 HD, Sierra 3500 HD equipped with Valve Duramax Diesel Engine 14329A Loss of Power Steering Assist Loss of Steering Due to Water Intrusion 14319A Ignition Key Removal Driver Airbag Light On Negative Battery Cable Loose Saturn Outlook GMC Acadia Chevrolet Traverse Buick Enclave 10/120,000 3/150,000 10/150,000 10/150,000 10/120,000 10/150, Chevrolet Malibu, Maxx Pontiac G6 No Time Limit/150, Chevrolet Equinox Lifetime 2006 Pontiac Torrent Saturn Vue Chevrolet HHR SS 10/120, Chevrolet Cobalt, Pontiac G5, Solstice, Saturn Sky Chevrolet Cruze 10/120,000 44

45 Special Policy Year Model Limits 14308A Transmission Oil 2008 Chevrolet Silverado HD Diesel, GMC Sierra HD Diesel 10/150,000 Cooler Line Fluid Leak equipped with Allison 6 speed automatic transmission Inadequate Chevrolet Express, GMC Savana equipped with hinged 10/250,000 Clearance of Fuel Fill Pipe Clamp to Brake Lines left side rear door Flex Fuel Sensor Buick LaCrosse, Regal; Cadillac ATS, SRX; Chevrolet Caprice, Captiva, Equinox, Impala; GMC Terrain equipped with E85 Flex Fuel Capability Chevrolet Silverado and GMC Sierra 1500 equipped with E85 Flex Fuel Capability 10/150, A Evaporative Emission Canister Vent Solenoid Valve Accessory Power Module may not initialize in cold temperatures Power Steering Stick Slip 14159A Engine Oil Consumption Electric Power Steering Assist Exhaust Manifold Fracture 13386A Nitrogen Oxide (NOx) Sensor 2012 Chevrolet Camaro equipped with 3.6L, 6.2L engines Cadillac CTS equipped with 3.0L, 3.6L, 6.2L engines Tahoe, Yukon Hybrid 2 Mode vehicles Escalade, Silverado LD, Sierra LD Hybrid 2 Mode vehicles Chevrolet Equinox, GMC Terrain Chevrolet Cruze, Volt Buick Verano Chevrolet Malibu 10/120,000 10/150,000 10/150, Chevrolet Equinox and GMC Terrain equipped with 2.4L engine 10/120, HHR (non turbo) equipped with power steering Lifetime 2003 Saturn Ion equipped with power steering Colorado, Canyon equipped with 2.9L engine 10/120, Supercharger Water pump shaft seal 12313B Engine Balance Chain and Fuel Pump 12089A Ignition lock cylinder binding 12072A Windshield wipers may become inoperative under heavy snow and ice loads Driver door switch short circuit Chevrolet Express and GMC Savana Chevrolet Silverado and GMC Sierra 2500/3500 Equipped with a 6.6L diesel engine Chevrolet Camaro vehicles equipped with a 6.2L V8 engine Cadillac CTS vehicles equipped with a 6.2L V8 engine GMC Acadia, Saturn Outlook Buick Enclave Chevrolet Traverse Buick LaCrosse, Chevrolet Equinox, GMC Terrain Equipped with a 2.4L engine Buick Regal Equipped with a 2.4L engine Chevrolet Cobalt and Pontiac G6 Chevrolet HHR Buick Enclave, Chevrolet Traverse, GMC Acadia registered in AL, CO, CN, DE, DC, ID, IL, IN, IA, ME, MD, MA, MI, MN, MT, NE, NH, NJ, NY, ND, OH, PA, RI, SD, UT, VT, WV, WI, WY Chevrolet TrailBlazer EXT and GMC Envoy XL Buick Rainier, Chevrolet TrailBlazer, and GMC Envoy 10/120,000 10/120,000 10/120,000 10/120,000 10/120,000 12/200,000 No time or mileage limit 45

46 Special Policy Year Model Limits 11273B Throttle position /120,000 sensor replacement 11157A Front brake hose fitting corrosion Chevrolet TrailBlazer, GMC Envoy, Hummer H2, Saab 9 7x Cadillac Escalade, Escalade ESV, Escalade EXT, Chevrolet Avalanche, Express, Silverado, Suburban, Tahoe, GMC Savana, Sierra, Yukon, Yukon XL Chevrolet Colorado, GMC Canyon Hummer H3T Hummer H3 Equipped with a V8 Engine Hummer H3, H3T currently or previously registered in CT, DE, DC, IL, IN, IA, ME, MA, MI, MN, MO, NH, NY, OH, PA, RI, VT, WV, WI 10/120, Exhaust manifold Chevrolet TrailBlazer, GMC Envoy equipped with a 4.2L 10/120,000 engine Heating, ventilation, 2006 Chevrolet Equinox and Pontiac Torrent 10/120,000 air conditioning operation 11340C Timing chain wear 2007 GMC Acadia 10/120, Cadillac CTS, SRX, STS Buick Enclave, Chevrolet Traverse, GMC Acadia Evaporative emission 2009 Chevrolet Silverado and GMC Sierra (Hybrid) 10/120,000 canister purge solenoid valve 10335B Airbag readiness Buick Enclave, GMC Acadia 10/120,000 light/service airbag message 2009 Chevrolet Traverse Spark plug wire Chevrolet Equinox / Pontiac Torrent equipped with a 3.4L engine Chevrolet Express, Silverado / GMC Savana, Sierra equipped with a 4.3L engine 10/120, A HVAC blower not fully functional or inoperative A Power steering assist C Catalytic converter A Catalytic converter A Check engine light illumination due to knock sensor 10054E Fuel level sensor Chevrolet Avalanche, Suburban, Tahoe; GMC Yukon, Yukon XL equipped with manual HVAC or heavy duty heater Chevrolet Silverado, GMC Sierra trucks equipped with Manual HVAC or Heavy Duty Heater Chevrolet Malibu, Malibu MAXX and Pontiac G6 Chevrolet Malibu, Malibu MAXX and Pontiac G6 Chevrolet Malibu equipped with a 2.2L engine (L61) Chevrolet Malibu Hybrid equipped with a 2.4L engine (LAT) Pontiac G6 equipped with a 2.4L engine (LE5) and 4 speed automatic transmission (MN5) Chevrolet Malibu equipped with a 2.4L engine (LE5) and 4 speed automatic transmission (MN5) Cadillac SRX equipped with a 4.6L engine Cadillac STS equipped with a 4.6L engine Chevrolet Kodiak, GMC TopKick equipped with a 8.1L V8 gas engine Buick Rainier, Chevrolet TrailBlazer, GMC Envoy Chevrolet SSR, TrailBlazer EXT, GMC Envoy XL GMC Envoy XUV 10/150,000 10/150,000 10/120,000 12/200,000 10/110,000 10/120,000 46

47 Special Policy Year Model Limits 09275B Fuel odor or spotting on ground Chevrolet Cobalt & Pontiac G4 originally sold or currently registered in AL, AR, CA, FL, GA, HI, LA, MS, NC, NM, OK, SC, TN, TX Chevrolet Cobalt & G5 originally sold or currently registered in AL, AR, GA, HI, LA, MS, NC, NM, OK, SC, TN No Limits 09239B Front and rear chrome interior door handle lever Evaporative emission canister purge solenoid valve 09186B Brake lamps inoperative or continuous illumination Engine control module 2007 Cadillac Escalade, Escalade ESV, Escalade EXT; Chevrolet Avalanche, Silverado, Suburban, Tahoe; GMC Sierra, Yukon, Yukon XL equipped with chrome interior door handles 2006 Cadillac CTS equipped with a 3.6L V6 or 2.8L V6 engine, 2006 Cadillac SRX, STS equipped with a 3.6L V6 engine 10/100,000 10/120, Chevrolet Colorado, GMC Canyon 7/100, Chevrolet Cobalt, HHR, (2.2L engine) 15/150, Catalytic converter Pontiac Solstice 10/120, Fuel tank filler cap 2005 Chevrolet Aveo with 1.6L 4 cylinder engine 10/120, Catalytic converter Chevrolet Cobalt SS equipped with a 2.0L 10/120,000 4 cylinder engine Steering idler arm Chevrolet Express, GMC Savana 2500/3500 series 2WD 10/120,000 attaching bracket fracture 06020A Tailgate support Chevrolet S 10, GMC Sonoma 12/Unlimited cable replacement Daytime running lamps activation 1999 Chevrolet Blazer, GMC Sonoma with ZR2 package No limits 47

48 MANUFACTURER ASSISTANCE Make Phone Number Web Address Acura Aston Martin +44(0) Audi Bentley BMW Buick Cadillac Chevrolet Chrysler Dodge Ferrari Fiat Ford GMC GM of Canada, USA calls Honda Hummer Hyundai Infiniti Isuzu Jaguar Jeep Kia Land Rover Lexus Lincoln Lotus Maybach not available Mazda Mercedes Benz Mercury MINI Mitsubishi Nissan Panoz Pontiac Porsche Ram Rolls Royce roycemotorcars.com Saturn Scion Smart Subaru Suzuki Tesla Toyota Volkswagen Volvo

49 jlwarranty jlwarranty s primary purpose is to facilitate the payment of warranty transactions between the dealership and manufacturer for repair work performed on vehicles under factory warranty. Other businesses such as aftermarket warranty companies, auto auctions, dealer associations and even vehicle manufacturers benefit from our unsurpassed experience and expertise. jlwarranty offers a complete selection of just what you need products and services. Whether you re looking for the latest warranty news and tips, effective warranty training/consulting, or an industry leading warranty claims processing service, jlwarranty has a warranty solution for you. Be confident every warranty dollar is claimed, collected and kept Keep warranty expense in line Free warranty analysis ( ) Learn the most effective warranty skills Learn to master policies and procedures Learn to collect every warranty dollar the fastest, easiest way Stay updated with this complete package of warranty tips, tools and support Receive answers to the latest, most pressing factory warranty topics Easily reference warranty information Take advantage of convenient in dealership warranty training/consulting Get control now and you ll save thousands in the future Find all policy deviation areas as well as areas of missed revenue LEARN MORE JLWARRANTY.COM 49