NHTSA ID Number: 10116574
Manufacturer Communication Number: 99-00-89-019O
TSB/Document Date: 2017-08-31
Summary
This informational bulletin provides information for the (GWM) and (WPC) on parts return program.
Bulletin No.: 99-00-89-019O
Date: Jan-2017
Subject:
Global Warranty Management (GWM) Warranty Parts Center (WPC) Parts Return Program Information
Models:
2017 and Prior GM Passenger Cars and Trucks (U.S. and Canada)
Attention:
Parts Managers, Service Managers, and Warranty Administrators
This Bulletin has been revised to update the first bullet for Q in the Appendix Global Warranty Management, Shipping
Protocol, Forms and WPC Information section. Please discard Corporate Bulletin Number 99-00-89-019N.
Table of Contents
1.
Warranty Parts Center (WPC) Process Overview and Introduction
2.
Parts Retention
3.
Documentation Requirements
4.
Service Agent Requirements
5.
Understanding Service Agent Notifications, Feedbacks, and Debits
Appendix
A. Global Warranty Management - System Access and Training
B. Using Global Warranty Management
C. Understanding Service Agent Notifications
D. Accessing Service Agent Summary Details
E. Shipping of Parts and Safety Protocol
F. Parts Preparation – Regular and Special Part Requests Non-Hazardous Materials: U.S. and Canada
G. Parts Preparation - Regular Part Requests Hazardous Materials: U.S. Only
H. Shipping Process for Non-Hazardous Parts: U.S. Only
I. Shipping Process for Non-Hazardous Parts: Canada Only
J. Shipping Process for Hazardous Parts: U.S. Only
K. Shipping Process for Document Only Requests: U.S. and Canada
L. Shipping Process for Special Part Request - Expedited Overnight Shipping: U.S. Only
M. New Model Exchange Program Parts
N. Exchange Program for Electronic Products
O. Tire Warranty Transactions
P. Out of Warranty Part Return Requests - Engineering Investigation
Q. WPC Return Reimbursement - Administrative Allowance Postage and Core
R. Accessing WPC Forms: U.S. and Canada
S. FAQs - U.S. Dealers
T. FAQs - Canadian Dealers
1
1. Warranty Parts Center (WPC) Process Overview and Introduction
The GM WPC process is the common method used to obtain parts replaced at Service Agents to better understand and help resolve product issues. The
WPC will issue specific part return requests to Service Agents through the Global Warranty Management (GWM) system to obtain the desired parts. The
Service Agent must return the requested parts to the WPC within 21 days. At GM, there is a continued focus on product quality, fast issue identification, root
cause determination, correction and containment.
Returned parts are analyzed to determine the root cause of the issue. These parts are analyzed by the key stakeholders including Brand Quality, Engineering,
Suppliers, Production Plant, Assembly Plant and Quality Management personnel.
Common Terms:
To become familiar with the terminology, review the common terms below and their respective meanings:
•
Service Agent = Retailer / Dealer / Dealership
•
Job Card = Repair Order / Customer Service Order
•
Transaction = Warranty Claim
•
Transaction Number = Request Number / Claim Number
•
Business Unit = GM US, GM Canada
•
Part Return Flag = A part requested by the WPC through GWM
•
Required Parts = ALL parts replaced as part of a transaction line.
•
Require Documents = All documents as required per General Motors Policies and Procedures. These include but not limited to: Cost Comparisons,
battery test results, job cards (shop copy), and TAC/PQC information.
•
Completed Job Card = Complaint (Article 3.2.3), Cause (Article 3.2.8) and Correction (Article 3.2.8) are to be detailed and specific.
•
Causal Part = The part that caused the failure under the root cause analysis
•
Feedback = Information provided to a Service Agent for: 1.) Information only or 2.) A claim that will be debited.
•
GWM = Global Warranty Management System
•
Core Center = Hollingsworth
2. Parts Retention
ALL warranty failed parts must be retained for a minimum of 15 days in the U.S. (7 days in Canada) from the Transaction payment/process date before
scrapping, unless ONE of the following occurs:
•
A Part Return Request is received via notification on the Service Agent’s Global Warranty main page (most common), and/or by fax or e-mail in rare
situations pertaining to launch exchanges
•
A Special Part Return Request is received either via notification on the Service Agent’s Global Warranty main page (most common), and/or by fax or email in rare situations pertaining to launch exchanges
•
A part that has a core charge needs only be retained for 72 hours from the transaction payment/process date before returning to the core return center
with the exception of the Electronic Service Center (ESC) parts, which can be sent back to the ESC immediately after replacement].
•
Parts are scrapped by a GM representative
•
Parts are taken from the Service Agent per the direction of a person listed on the Special Part Request and a completed Special Part Request was
provided
•
Service Agent is a Certified Elite Dealer (USA only - see below)
If the part is past the retention period and/or none of the above apply, parts must be scrapped/destroyed locally so they can never enter commerce. Parts with
core charges should be returned to the appropriate core return center. Under NO CIRCUMSTANCES are warranty/policy parts to be sold for salvage value or
installed on ANY vehicle sold at retail, wholesale or salvage, or used in ANY other application.
Certified Elite Service Agents - United States Only Elite Service Agents should refer to their “Certified Elite” letter, they received regarding exceptional
performance in certain Fixed Operations metrics.
3. Documentation Requirements
Job Card Information is critical to analyzing product issues. The more detail that is included the better the results.
Use the following documentation guidelines to help expedite the review process, identify issues faster and reduce the likelihood of receiving a Service Agent
debit. Provide all of the following if applicable.
2
•
Accurate and detailed information regarding the customer complaint.
•
List ALL dealer technician comments regarding the root cause of failure with document ID numbers, test results, diagnostic trouble codes, TAC case
number, assembly serial numbers, measurements, etc.
•
Any characteristics or symptoms of the fault that were observed.
•
Operating conditions that were observed when the fault occurred such as: Scan Tool Data Snapshot information, weather, temperature and altitude.
•
Attach Scan Tool Data Printout / Snapshot, diagnostic worksheets and all substantiating service documents with the Job Card that is returned with the
part. Also include the TAC and/or PQC case numbers.
•
Any required documents (shop copy of completed job cards, Cost Comparison worksheet for any assembly replacement, diagnostic worksheets, etc.) per
General Motors
Policies and Procedures Article 3.3.2 Supporting Documentation.
Provide any documentation regarding GM representative involvement such as the Field Service Engineer, Brand Quality Manager, District Manager
Aftersales/District Manager Combined (DMA/DMC), or in Canada the District Manager - Customer Care and Service Process.
4. Service Agent Requirements
The GWM system matches the Part Return Requests’ criteria with warranty transactions from performed repairs and administers part return flags on your
GWM Main page. All Part Return Requests are transmitted daily when the transactions are paid. “Special Part Return Requests” may not occur at the time of
the transaction payment.
•
To ensure the Service Agent is returning the parts/documents in a timely manner, the Service Agent must be able to substantiate shipment within 10 days
from the WPC part return required date.
•
If the Service Agent fails to return all of the parts/documents or the WPC does not receive them within the 21 days, the claim will be subject to a debit.
•
•
•
If required documents are missing and all the parts were received, the WPC status in GWM will be updated to show “Received – Missing Required
Parts/Documents” so it is imperative the Service Agent reviews status in GWM on a daily basis.
•
To prevent this issue from occurring, the Service Agent is required to attach all required documents in GWM.
If the Service Agent did their due diligence in returning ALL the parts (shipped within 10 days of notification), and the part was not received within 21 days
due to a transportation issue which resulted in a pending debit, the Service Agent:
•
•
Needs to review all the documents to ensure they support the contention it was a transportation issue.
•
•
Form A MUST be received by the WPC within 21 days from the WPC Part Required Request date.
Needs to send all supporting shipping documents (Bill of Lading, PC302C – Canada only, tracking number, request/transaction number, etc.) along
with the attached Form A (in GlobalConnect under Service Forms) to the Warranty Parts Center at [email protected].
If it is validated as a shipping issue, the WPC will suspend the debits for the shipping issues. If it was not a shipping issue, a debit will be issued.
If the Service Agent returned the core to the Core Center - In order to receive consideration for the claim not being debited, it is the Service Agent’s
responsibility to:
•
•
•
Contact the Core Center and attempt to have part sent to the WPC.
Incur the shipping costs.
Parts not received by the due date will be subject to debit.
•
If the Service Agent experienced a catastrophic event (Acts of Nature, or insurance related events that prevent a Service Agent from returning parts) they
need to complete Form B in the Appendix section, and contact their DMA/DMC (U.S.) or DMCCSP (Canada) immediately for escalation to the regional
office.
•
If the Service Agent returned the incorrect part to the WPC the following process needs to be followed. This is, if and only if, the WPC can receive the
correct part within the 21 days:
•
Contact the WPC to see if the incorrect part has already been inspected. If so, the inspector may not want the correct part returned and the debit
will stand.
•
Ensure the original request/transaction number and documents/parts are included in the shipment. The WPC is not responsible for traceability of
any parts/documents.
•
•
The correct part must be received by the WPC within the 21 days.
If the incorrect parts were received, the WPC status in GWM will be updated to show “Received – Missing Required Parts/Documents” so it is
imperative the Service Agent reviews status in GWM on a daily basis.
3
When the GWM Part Return Required Request cannot be fulfilled for a number of reasons such as: The repair was an adjustment, fluid-add only, the part was
missing when the vehicle was presented by the customer, or there is a valid reason why the Service Agent cannot return a part, the following actions MUST BE
performed:
•
Service Agent must ensure the correct labor code was utilized
•
For Fluid Only or No Part on Transaction to return, e-mail the completed WPC Parts Waiver form to your designated Warranty Support Specialist at the
Warranty Support Center.
Safety
Safety is considered to be a foundational commitment by General Motors and it is never to be compromised. It is imperative each and every Service Agent
follows federal, state, local, and General Motors shipping policies.
Hazmat (U.S. ONLY)
•
If a Service Agent is found in violation of Dangerous Goods shipping protocol for any reason, the claim will be debited. A person who knowingly violates a
requirement of the Federal Hazardous Material Transportation Law is liable for a civil penalty of up to $77,114 for each violation or not more than five
years in jail or both. Each day of the violation constitutes a separate offense.
•
Service Agents must follow the Hazmat shipping requirements as noted in this bulletin.
Hazmat/Dangerous Goods (Canada ONLY)
•
WPC should normally not request “Hazardous/Dangerous Goods” such as airbags, seatbelt pretensioners and batteries. Assemblies and components
containing fluids should be completely drained, shipping plugs reinstalled and properly packaged to prevent fluid leakage during shipment. Canadian
Service Agents should contact Warranty Parts Centre if they receive a WPC request for parts classified as “Hazardous/Dangerous Goods.”
Transportation of Dangerous Goods regulations must be followed. Persons violating Transportation of Dangerous Goods regulations are subject to
fines and/or imprisonment.
Non-Hazmat/Non-Dangerous Goods (U.S. and Canada)
•
When it is feasible, it is highly recommended the parts be returned in their original packaging.
•
Properly protect and package all returned parts in original CCA packaging so they are not damaged when received at the WPC. All parts should be
returned to the Warranty Parts Center in original packaging. For example, with an engine assembly, the pallet and cardboard box are both necessary.
Service Agents will be debited $100 or the entire amount of the transaction (depending on the safety situation) for failure to return in a
crate/box/container.
•
ONLY use boxes WITHOUT hazardous material marking and labeling to return Non-hazardous material parts. Incorrect usage of these boxes can cause
delay in receiving at the WPC, and may result in the transaction being debited.
•
Parts containing or soaked by fluids, such as oil, MUST be thoroughly drained, wiped clean and placed in an appropriate packing container and securely
packaged to prevent leakage or contamination. Transfer all caps and plugs from the new part to the replaced part before shipping. If parts are received
at the WPC with fluids such as oil or fuel, the part WILL NOT be accepted as “Received” and the transaction will be debited.
•
Service agents will be fully debited by General Motors for the entire warranty claim each and every time there is a violation of Hazardous
Material/Dangerous Goods Transportation legislation.
•
Transactions will be debited if the requested core parts are not returned to the WPC.
5. Understanding Service Agent Notifications, Feedbacks and Debits
Brand Quality Managers and engineers inspect the returned components for quality issues. If during their inspections they find:
•
The part/component was found to be defective:
•
•
The part/component was found not to be defective:
•
•
A feedback and debit will be issued.
Not all parts or documents (Cost Comparison for any assembly replacement, completed shop copy of job cards, diagnostic information, etc.) were
returned:
•
•
The part will be scrapped or if it has a core it will be sent to the Core Center.
A feedback and debit will be issued.
The job card did not contain the Complaint, Cause, and Correction information as required by GM Service Policies and Procedures to substantiate the
repair. Vague comments such as, “broken”, or “customer satisfaction”, are not acceptable as they do not contain specific root cause or correction
information to substantiate the repair.
4
•
•
The shop copy of the job card did not contain all dealer technician comments regarding the root cause of failure with document ID numbers, test results,
diagnostic trouble codes, TAC case number, assembly serial numbers, measurements, etc.
•
•
A feedback and debit will be issued.
A feedback and debit will be issued.
The shop copy of the job card is not compliant per General Motors Service Policies and Procedures.
•
A feedback and debit will be issued.
Automatic Debit Process
The auto-debit feature verifies entered criteria to determine if and when to automatically debit a Transaction that GM had credited.
The auto-debit events are classified into the following categories:
Post Inspection
When an inspection of the part(s) determines them to be non-defective, this will result in the Transaction Status being changed to: Inspected - Non-defective.
Transactions will remain in Inspected - Non-defective status for less than 24 hours.
Debits - Post Part Inspection - Pending Debit
After 24 hours, the transaction will change from Inspected – Non-defective status, to: Pending Debit status and can remain in this status for 15 Days. During
this period, if the Service Agent:
•
Disagrees with the inspection findings (use Form C in GlobalConnect Service Forms section):
•
•
•
•
The Service Agent has 15 days from date of feedback to submit a request for a review.
The Service Agent can escalate the issue by completing Form C and sending it to the Regional Warranty Department.
If the Service Agent does not request a review of the feedback within the 15 days, on day 16 the part status will automatically be changed to:
Debited, and the total transaction amount will be debited.
Accepts the inspection findings:
•
The Service Agent can request to have the parts/components returned to them.
•
The request must be made during the 15 day Pending Debit status.
•
The Service Agent must provide the WPC with the name of the shipping carrier and an account number to charge the shipping cost.
Instructions on how to request the part back can be found in the: Test Results - Comment section of the transaction in GWM.
•
If you would like your part returned, email your request for return to [email protected] and include your GWM transaction
number in the subject line. Please contact us before you make any shipping arrangements. Parts are only returned if the claim is at debit
status. Unclaimed parts are sent to scrap 15 days after the claim has been debited.
•
If the Service Agent does not want the parts returned to them:
•
•
•
If the part has a core, the WPC will debit the transaction minus the core amount, and the core will be sent to the Core Center on the 16th day.
If the part does not have a core, the part will be scrapped on the 16th day.
Debits for parts or documents not returned:
•
The Service Agent has 15 days from the date of the debit to request to have the part(s) returned. The Service Agent must send an email to:
[email protected] for the request to be accepted.
•
The Service Agent must provide the WPC with the name of the shipping carrier and an account number to charge the shipping cost. Instructions on
how to request the part back can be found in the: Test Results - Comment section of the transaction in GWM.
Notice: Regional Warranty Personnel may change the Pending Debit Status to Debited at any time.
Appendix Global Warranty Management, Shipping Protocol, Forms and WPC Information
A. Global Warranty Management - System Access and Training
•
Service Agents must have access to GM GlobalConnect to log in to the Global Warranty Management (GWM) system.
•
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TSB/Document ID: 99-00-89-019O
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