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.
1.
Access GWM referring to the section above “Accessing Service Agent Summary Detail”.
2.
After selecting the transaction for the part you are returning, scroll down to the section “Part Return Status” and click on generate shipping label.
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3.
Enter your contact name in the space provided.
4.
Click Save and Print.
Notes
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Place WPC cartons on loading dock.
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Same location as used for RIM, CORE and other Material Returns.
Do not place WPC parts inside a tote.
Parts must be properly packaged in a cardboard carton.
Large items such as engines or transmissions
must be in a crate or specialized shipping container.
Improperly packaged or loose parts may be refused pickup.
Indicate on the Bill of Lading for Material Return (PC302C) a WPC Warranty Return.
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WPC cartons will be picked by the next Daily Parts Delivery truck
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WPC cartons will be “scanned” upon arrival at Servicing PDC (i.e. same as other returns).
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Global Warranty Parts Return Status will be updated to “Shipped” when scanned at Servicing PDC
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Verify carton has been received by Servicing PDC by checking “Parts Return Status” on the transaction detail screen of Global Warranty Management.
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Please allow a sufficient amount of time after pick-up for GWM to be updated. Transit time will be similar to other CCA Material Returns.
J. Shipping Process for Hazardous Parts: U.S. Only
Some common automotive hazardous material includes items such as: air bags, seat belt pretensioners, brake boosters, compressed gas shocks, batteries
(including Volt and Hybrid), paint, adhesives, solvents, and hazardous waste. (The list is not all inclusive. Refer to 49 CFR Hazardous Material Regulations.)
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A special box and packing material will be provided for shipping a battery (only) to the WPC. In most cases, the Service Agent should simply save the
boxes the new parts were shipped in, and use them to return the replaced parts to the WPC.
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Package the part as described in the section above: Parts Preparation: Regular Part Requests: Hazardous Materials – U.S. Only.
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Follow instructions for Shipping Process For Non-Hazardous Parts – US only until instruction number 5, then follow the instructions below:
1.
Choose the Hazmat parts - Central Transport - BOL Form shipping option.
2.
A Bill of Lading will populate from Central Transport.
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3.
Fill in your Service Agent information in the “From: Shipper” area.
Leave the box marked “Collect” to ensure that the shipment is properly billed to GM.
Enter the number of packages.
Check the hazmat box.
Enter the transaction number and weight for each package.
Hazmat parts have a specific NMFC and Class number that need to be included on the BOL.
If you need help filling this out you can go to http://hazmat.dot.gov/pubs/shipping_papers_guide.pd
Include the required emergency phone number: InfoTrac @ 1-800-535-5053
Please note: GM requires that a minimum of one person for each Service Agent be Hazmat certified to return Hazardous parts.
Call Central Transport to schedule a pick-up, the number is 586-497-1900 (it is also at the top of the BOL).
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You must tell them you are shipping a hazardous part at this time.
Be sure to write down the pick-up number provided.
GM gives 21 days to return parts; to make sure the parts being requested are delivered on time, please get them sent out within a few days of the
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request notification.
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4.
Notify WPC Customer Assistance at 248-371-9901 immediately if there are any carrier delays or problems.
When the carrier arrives, sign and date the BOL and have the driver do the same and make a copy for your records.
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The driver will put a sticker on the BOL with a Pro number.
This is your tracking information to track the freight.
It is the Service Agent’s responsibility to track the package on the Central Transport website, before calling customer service with any receiving
concerns.
K. Shipping Process for Document Only Request: U.S. and Canada
If there are no parts to return listed in the “Net Item Labor Parts” the request is often times a “Document Only” request. Send Document only requests directly to
the person in the WPC address section of the WPC Shipping Label NOT to the WPC.
1.
Observe the 1st line on the Type of Request.
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2.
This identifies if the request is for a Part or a Document.
For this type of request you will choose the “Document Only Req-Send via U.S. Mail” in the Shipping Providers pop-up.
The address to which the document shall be sent is listed under WPC address on the WPC Shipping Label.
Using regular 1st class mail, send a legible copy of both sides of the Job Card, the WPC Shipping Label and any other related service documentation
such as: a Scan Tool printout or Snapshot, a diagnostic worksheet, etc. to the address indicated on the Shipping Label. Be sure to follow any special
instructions included with the Document only request.
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DO NOT put the shipping label on the outside of the envelope.
L. Shipping Process for Special Part Request - Expedited Overnight Shipping: U.S. Only
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Service Agents may be contacted by the WPC to return “one of a kind parts” for specific engineering analysis that have not been identified in the normal
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WPC request process. In those instances where a Special Part is needed, the Service Agent will receive a notification in GWM in the orange bar, for a
WPC Special Part Request. The Special Part Request number begins with the letter “S.”
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The WPC has enhanced the Special Part Request process by adding the capability for Expedited Overnight Shipping. In situations where the Special Part
Request has been selected for Expedited Overnight Shipping, the Service Agent will need to ensure that the appropriate shipping method is utilized.
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Ground transportation is standard, if overnight shipping is needed / requested – the overnight status must be selected at the time the label is created.
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To prepare for parts shipping, click on the line to highlight. Click “Generate Shipping Label.” A sheet will appear that needs to be printed and sent along
with the parts and supporting documentation. (Job Card with technician comments). All parts relating to the repair must be returned. The form can be
closed prior to printing the label. A pop up box titled- “shipping providers” will appear. Choose appropriate shipping method. UPS generated labels default
to ground shipment. Only choose the overnight option with WPC authorization.
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Please contact customer assistance with questions at 248-371-9901 / 9902.
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Please include the Special Parts Request label, along with a copy of the technician’s Job Card with the part being returned. The WPC wants to ensure
parts shipped by the Service Agent are accounted for and delivered to the correct person. This process will help to eliminate the possibility of being
debited for parts you have already returned.
Notice: In some cases, the Service Agent may receive both a Special Part Request and a Regular Part Request through the Global Warranty System. If this
happens, please contact the Warranty Parts Center at 248-371-9901 or 9902 before the transaction is debited and we will close the Regular Part Request in
GWM.
M. New Model Exchange Program Parts
The WPC will be requesting special New Model Exchange Program Parts such as engines, transmissions, Volt, Spark, or hybrid batteries from Service Agents
as follows:
1.
A GM Service Bulletin advises Service Agents of an exchange, or if a part is not available except as an exchange part. Service Agents are directed to
call the Product Quality Center (PQC).
2.
The PQC qualifies and approves the exchange. The PQC will notify the appropriate parties to release and ship a replacement part to the Service Agent.
3.
At the same time, the PQC notifies the WPC that an exchange is taking place with the Service Agent. The WPC creates an Exchange Special Part
Request and assigns a Special Part Request Number. This number will begin with an “S” followed by 12 digits (system generated). The WPC will notify
the Service Agent for shipping instructions. Most of the exchange parts will be expedited back to the WPC. The WPC will arrange the shipment. If there
are any questions pertaining to a return of an exchange part, please contact the WPC at 248-371-9901/9902
4.
When the Parts Manager receives the failed part from the technician, all appropriate documentation should be attached including the: Exchange Special
Parts Request and a copy of both sides of the hard copy of the Job Card.
5.
When shipped to the WPC, the package should be marked with the Exchange Special Part Request Number. Example “S0011xxxxxxxx”
6.
If the part is not received at the WPC within 21 days from the original request date, the transaction will be submitted for debit.
7.
Any special request for a Volt, Spark or hybrid battery will be faxed to the service agent with the information for the return of the defective battery. Please
use only the information provided by the WPC, locations for return may vary. Not all of these Exchange requests come back to the WPC. Please
contact Customer Service if you have any questions pertaining to these exchange returns.
8.
Special Part Requests can be found in the orange bar in GWM. They will always start with an “S” not an “EX.”
9.
Shipping instructions for these exchange requests will be faxed to the Service Agent.
N. Exchange Program for Electronic Products
Refer to the latest version of Service Bulletin 08-08-44-029 in the Service Information application for instructions.
The following electronic products are serviced by this program:
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Radios and related Audio Products (including navigation and XM radios)
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RCA (Radio Control Assembly)
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Multi-media (DVD & CD)
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Entertainment/Video/Infotainment Systems
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ICS (Infotainment Center Stack)
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HMI (Human Machine Interface)
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Heads-Up Displays
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Night Vision Cameras
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OnStar Modules
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Select Battery Components (Volt, ELR, Spark EV and eAssist)
*Certain generations of OnStar VCIMs are on a parts restriction program. Refer to the latest version of Corporate Bulletin Number 03-08-46-004.
O. Tire Warranty Transaction
The tire warranty will continue to be handled through the Global Warranty Management (GWM) system. Keep in mind that a Pre-Repair Authorization (PRA)
must be generated for all tire warranty transactions. Refer to the latest version of Service Bulletin 00-03-10-003 (in Canada, 01-03-10-003) in the Service
Information application for instructions.
P. Out of Warranty Part Return Request - Engineering Investigation
An Out of Warranty Part Return Process enables GM engineers and suppliers to obtain replaced parts that were out of warranty. This process will assist them
in the identification and resolution of durability related issues. This process is not a request to automatically replace parts, but rather a method to return those
parts if they require service replacement.
The Service Agent service department will receive notification of GM's interest in particular parts of specific vehicles via an Engineering Information request.
These parts will be requested and not required, however every effort should be made to return the requested parts.
Q. WPC Return Reimbursement - Administrative Allowance, Postage and Core
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Service Agents will be reimbursed for their administrative time used in processing WPC part returns. For part return requests, submit up to $25 in the
Net/Admin Allowance field of the transaction. For “Document Only” requests, submit up to $20 in the Net/Admin Allowance field.
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All related documentation including a copy of the WPC return request, proof of shipment, and the printed Shipping Label from the GWM system, must be
maintained for future reference in accordance with the GM Service Policies & Procedures Manual.
Freight and Postage Charges
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If the GWM system is used properly there should not be any incurred postage costs for the Service Agent’s part returns. However, if there are special
packaging costs, they should be submitted in the Freight & Postage field of the Net Items section. In cases of exception, this information will be
communicated to the Service Agent.
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Special packaging situations may include crating an engine assembly, reassembly of components, or draining and sealing components in order to prevent
leakage during shipment. They must be appropriately documented on the Transaction.
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Packaging material costs include such things as boxes, tape, etc.
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Regular 1st class postage charges for Document Only requests will be reimbursed by submitting in the Freight & Postage field of the Net Items section.
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Under no circumstances should a part be shipped to the WPC as Cash on Delivery (COD). Packages sent this way will be refused at the WPC dock, and
referred back to the originator.
Core Charges
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Service Agents MUST submit for reimbursement for Core Parts returned to the WPC. Core charges WILL NOT be automatically credited.
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Submit the actual core part allowance in the Freight & Postage field of the Net Items section. From there select “Core” from the drop down box.
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Print and attach the core exchange value documentation to the Job Card on which the Transaction is being claimed.
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Enter the core part number and the core amount in Tech Comments. If this information is not entered, the transaction could be rejected.
R. Accessing WPC Forms - U.S. and Canada
U.S.
1.
Go to: GlobalConnect.
2.
Click on the Departments tab and select “Service”.
3.
Under the Applications section select: Service Forms.
Canada
1.
Go to: GlobalConnect.
2.
Select: Library.
3.
Select: Service.
4.
Select: Warranty Administration.
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Scroll down on the Parts Return Testing Results screen toward the bottom for ‘Results and Comments for Service Agents’. This area will provide a brief
description of the feedback reasons. Click on ‘Add/view Attachments’ for more feedback detail and pictures if available.
Failed Part with a Core - Return Policy
All warranty failed parts with a core must be retained for at least 72 hours after the Transaction is paid, awaiting potential requests by the WPC. All WPC Part
Return Requests take priority over returning core parts to the Core Processing Center. If the core part is requested by the WPC in the GWM system or through
a WPC Special Part Request, then the core should be returned to the WPC immediately. If not requested by the WPC then the core must be returned to the
Core Processing Center within 21 days after the Transaction is paid.
The Service Agent must submit for core reimbursement using the GWM System for any core part sent to the WPC. Refer to Section titled “WPC Return
Reimbursement - Net Item Charges” for additional information.
Any core Product Feedback Forms that were received with a replacement part must be completed and returned with the part and the Job Card to the WPC.
S. FAQs - U.S. Dealers
Q1: When creating a shipping label, after clicking SAVE and PRINT the pop-up box does not come up. How do I print a label?
A1: If your security settings are too high or if your pop-up blocker is turned on the Shipping Provider pop-up will not come up. Turn off your pop-up blocker in the
Tools section on the Tool Bar and turn your Security setting to medium under Internet Options on the Tool Bar.
Q2: I have called Central Transport for a pick up and they did not show up at the scheduled time or came without a lift gate. Will I get an extension?
A2: The WPC understands there are delays out of the control of the Service Agent, we are always willing to work with you as long as every attempt has been
made to return the requested part in a timely manner. Should you encounter this situation, please complete Form A (Shipping) and email it to the address noted
on the form.
Q3: A part that was requested was broken and unable to ship safely i.e. a windshield. What should I do?
A3: Call WPC Customer Service and explain the situation and they will contact the project manager and find out how to proceed.
Q4: I sent the wrong part with the wrong transaction number, how do I get the wrong one back and the right one to the WPC?
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A4: If the correct part(s) can be received by the WPC within the 21 days of the WPC Part Return Request, the WPC will accept the part(s). All freight charges
to get the correct part to the WPC and the incorrect one back to the Service Agent will be the responsibility of the Service Agent.
Q5: A GM representative contacted me (the Service Agent) directly to send a part directly to them, and now there is a request for that part on GWM. Will the
request be excused by the WPC?
A5: All parts under warranty are property of GM and should be considered as such. The proper method of sending parts back is always through the WPC.
Before releasing a warranty part, please be sure you have either a GWM part return request or a GWM Special Part Return Request. If the GM representative
insists on you providing them with the part, please contact the WPC immediately with the representative’s information (name, title, contact information). DO
NOT give the part(s) to the representative!
Q6: I just noticed there is a part in the red bar in GWM and I have not shipped it yet. Can I get extra time to send the part back?
A6: The WPC does not excuse late shipping issues.
Q7: I sent the part back to core center before realizing there was a WPC request for it. What should I do?
A7: In order to receive consideration for the claim not being debited, it is the Service Agent’s responsibility to: 1.) Contact the Core Center and attempt to have
part sent to the WPC, 2.) Incur the shipping costs and 3.) Parts not received within the 21 days from the WPC Part Return Required date, will be subject to
debit.
Q8: I received a request through GWM that has no parts on it only fluid. What should I do to get this cleared off?
A8: Email or call your designated Warranty Support Specialist at the Warranty Support Center for a Parts Waiver. If you do not know who this is, contact your
DMA/DMC (U.S) or DMCCSP (Canada) and he/she can get the correct contact information.
T. FAQs - Canadian Dealers
Q1: Do I send “Document Only” requests to the PDC cross-dock?
A1: No. Continue to mail “Document Only” requests to the person listed on the request.
Q2: WPC carton was picked up by the carrier but no update showing “Shipped” has been put in the Global Warranty system. It’s been several days.
A2: Contact local PDC customer service help desk.
Q3: Global Warranty system has requested the return of a warranty part. I haven’t received my Warranty Return Tag from the PDC with my other return tags.
It’s been longer than usual.
A3: Contact local PDC customer service help desk.
Q4. My Warranty Return Tag was lost/damaged. How can I retrieve another Tag?
A4: Contact local PDC customer service help desk.
Q5. The Global Warranty system says that my parts were shipped to the Warranty Parts Center but the claim was debited?
A5: The transaction detail contains a debit reason code which will indicate the reason for debit (e.g. not received, inspected not defective etc. ) Review the
transaction detail and debit reason code. Contact your DM-CCSP if you still believe this debit was in error.
Q6: I received 2 WPC requests. Can I put parts from both requests in one box?
A6: No. Each WPC request must have its own carton and only the parts associated to requested transaction be in that carton.
Q7: The only part WPC requested is a fluid/chemical? (e.g. antifreeze, oil)
A7: Complete a Parts Waiver Form (found on GlobalConnect) and e-mail to your WSC rep.
Q8: The part(s) requested by WPC part were taken by the GM Brand Quality Manager or GM Field Engineer?
A8: The GM Field Manager or Brand Quality Manager will leave documentation such as an email or WPC waiver form with the Dealer when they take parts.
Email this form/documentation to your WSC rep. requesting a WPC Parts Waiver.
Q9: What if this is a duplicate request?
A9: Contact Warranty Parts Centre.
Q10: WPC requested a part that was not on the vehicle at time of repair? (e.g. molding fell off on highway or addition of a kit)
A10: Complete a Parts Waiver Form (found on GlobalConnect) and e-mail to your WSC rep
Q11: WPC has requested parts that have already been scrapped.
A11: Warranty placed parts are required to be retained 7 days beyond payment of the claim. If you feel there are extenuating circumstances, contact your DMCCSP who will evaluate your situation.
Q12:. What if I have already sent the part back for a core credit?
A12: Cores replaced under Warranty are required to be retained 1 day after the claim has been paid. If you feel there are extenuating circumstances, contact
your DM-CCSP who will evaluate your situation.
Q13: What if the WPC request a “Dangerous Good?”
A13: WPC should normally not request “Dangerous Goods” such as airbags, seatbelt pretensioners and batteries. Assemblies and components containing
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fluids should be completely drained, shipping plugs reinstalled and properly packaged to prevent fluid leakage during shipment. Please contact Warranty Parts
Centre if you receive a WPC request for other parts classified as “Dangerous Goods.”
GM bulletins are intended for use by professional technicians, NOT a "do-it-yourselfer". They are written to inform these technicians of conditions that may
occur on some vehicles, or to provide information that could assist in the proper service of a vehicle. Properly trained technicians have the equipment, tools,
safety instructions, and know-how to do a job properly and safely. If a condition is described, DO NOT assume that the bulletin applies to your vehicle, or that
your vehicle will have that condition. See your GM dealer for information on whether your vehicle may benefit from the information.
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