NHTSA ID Number: 10126192
Manufacturer Communication Number: 060089026J
TSB/Document Date: 2017-12-22
Summary
This warranty administration bulletin provides information regarding customer concerns not duplicated and which labor operations to claim when the concern cannot be duplicated. Also provides information on how to submit claims within the global warranty managment.
File in Section:
Bulletin No.:
Service Bulletin
Date:
00 - General Information
06-00-89-026J
November, 2012
WARRANTY ADMINISTRATION
Subject:
Warranty Administration – Revised Customer Concern Not Duplicated (CCND)/Verified
Labor Operation Numbers/How to Submit CCND Transactions in Global Warranty
Management
Models:
2005-2013 GM Passenger Cars and Light Duty Trucks
Attention: Please direct this communication to the Warranty Administrator and all Service
Technicians. New requirements are being instituted for CCND Engine Labor Codes.
The information contained below is intended to refine and to clarify the proper
submission of transactions under GM Global Warranty Management (GWM).
This bulletin has been revised to update Labor Operations N9991 and N9996 of the Customer
Concern Not Duplicated/Verified Labor Operation Numbers Table. Please discard Corporate
Bulletin Number 06-00-89-026I (Section 00 – General Information).
Global Warranty Management for
Customer Concern Not Duplicated
Labor Operations
The Global Warranty Management System is General
Motors primary warranty submission tool providing a
simple, straightforward method for inputting data. It is
required when a customer concern cannot be
duplicated and that the transaction includes the
following information:
• Complaint Code: is a 4-character code indicating
the customer’s complaint. A complaint code is
required for each transaction.
• Complaint Description: is a free-form text field
used to describe the customer’s complaint. The
fact finding questions (who, what, when, where,
and why) should be answered: color of fluid, what
warning light is on, intermittent or consistent,
operating conditions necessary to have the
condition occur, etc.
• Cause Code: is a 4-character code used to
describe the cause of failure. A cause code should
be listed on the job card for each transaction.
• Cause Description: is a free-form text field used
by the technician to describe in detail the cause of
the failure and reason for repair such as the DTC
Code found or displayed symptom.
•
Correction Description: is a free-form text field
used by the technician to describe in detail the
correction for the vehicle failure. The correction
description should not recap the service
procedure; rather it should provide all available
information that supports a better understanding
of the correction performed. This includes all test
measurements, diagnostic trouble codes, circuit
numbers, connector number/names, document ID
number from SI (Service Information), area of oil
leak, etc.
Global Warranty Management (GWM) Input Screen
2427173
Copyright 2012 General Motors
LLC. All Rights Reserved.
Page 2
November, 2012
Additional Requirements for Engine Labor
Operations
Effective with the next release of the Labor Time Guide,
the engine customer concern not duplicated labor
operation numbers are changing for all vehicles. The
reason for the change is to simplify the labor operation
choices (reduced number of available operations) and
obtain additional data using stored Diagnostic Trouble
Code (DTC) information to support product engineering
investigations. Previous engine CCND labor operations
will no longer be available.
There are changes to the proper usage statement and
complaint categories for engine CCND labor
operations. The Engine CCND – Engine Controls and
Fuel labor operation will include a labor code
dependency field. It is necessary to provide the stored
DTC(s) in this field. This information will be required
when submitting a warranty claim/transaction. GM
product engineering is also requesting support from
service technicians to ensure that the DTC information
and freeze-frame record data is being passed properly
to GM. This is accomplished by simply connecting the
diagnostic scan tool to the TechLine PC. The data
upload happens automatically while conducting normal
activities. The scan tool should be connected to the
TechLine PC on a regular basis to facilitate frequent
data uploads.
What This Change Means to You
Technicians - When you are investigating a
Malfunction Indicator Lamp (MIL) active customer
complaint, it is necessary to confirm with the customer
the specific malfunction indicator warning lamp (SES
Service Engine Soon) has activated. The J9992 Engine
CCND-Engine Controls and Fuel labor operation
should only be used for the engine malfunction
indicator lamp (i.e. Pxxxx codes). Once the engine MIL
is confirmed, it is necessary to query the engine control
module with a scan tool to identify the faulted DTC(s)
and associated failure records. Do not clear fault codes
until the ECM data has been collected. The diagnostic
trouble code(s) should be provided to the warranty
claims administrator so they can be entered into the
labor code dependency field for J9992 Labor
Operation.
Warranty Claim Administrators - Enter the labor
operations as usual. Enter the diagnostic trouble code
in the labor code dependency field. Use only engine “P”
codes (e.g. P0300 Engine Misfire Detected) for the
J9992 labor code. Do not use DTC -B, C or U codes as
these are non-Powertrain and non-Engine MIL
activating codes.
The Complaint, Cause and Correction codes are still
required. Providing clear information in the 3Cs can
help prevent another customer from experiencing a
similar condition. Improving product quality will
increase customer satisfaction and influence future
customer purchase decisions.
Bulletin No.: 06-00-89-026J
New Labor Operations – Proper Usage Statement
and Required Additional Information
♦
• J9991 Engine CCND – Engine Mechanical
Customer reports engine concern. Service
technician collects relevant operating and
environmental conditions from customer during
concern event and attempts to replicate/mitigate
concern. Technician evaluates ECM for any
engine diagnostic trouble codes and follows fault
tree for any identified P-code(s). Technician
investigates any pending Product Information and/
or Product Bulletins that may apply to the
customer concern. Service technician is unable to
reproduce concern, confirms there are no pending
product information bulletins and is unable to
identify a problem with the vehicle. This labor
operation should not be used for a MIL active
complaint or non-engine related issues.
• J9992 –Engine CCND – Engine Controls
and Fuel
Customer states check engine light active.
Service technician verifies engine diagnostic
trouble code is stored in Engine Control Module.
Service technician follows fault tree for identified
P-code(s) and is unable to identify a problem and/
or duplicate concern. Technician investigates any
pending Product Information and/or Product
Bulletins that may apply to the diagnostic trouble
code(s). An engine diagnostic trouble code (Pxxxx
code) must be identified in the ECM to use this
labor operation. J9992 labor operation should not
be used for the P0700 DTC. P0700 is specific to
the transmission system must be applied to a
transmission labor operation.
Note: Additional Information Required – Engine
Control Module Diagnostic Trouble Code (Pxxxx) to be
provided in the labor code dependency field.
Below is list of the Labor Operations, Description and
Proper Usage guidelines to follow when using them:
Bulletin No.: 06-00-89-026J
November, 2012
Page 3
“Customer Concern Not Duplicated/Verified” Labor Operation Numbers
Customer Concern
Not Duplicated/
Verified Labor
Operations
Numbers
Description
Example of Proper Usage
Heating and Air Conditioning
Customer states A/C system not cold enough. Performed
system verification for A/C system. Temperature is found
to be within specifications.
E9992
Customers states front suspension noise over bumps.
Followed SI procedures to diagnose front suspension
noise and was unable to duplicate concern.
E9993
Tires and Wheels
♦
(For Tire Pressure Monitoring System
Concerns See N9994)
Customers states a tire vibration accompanied by a
thumping noise is heard at highway speeds. Road tested
and checked tire balance. Unable to duplicate concern.
E9994
Customers states steering noise/whine when turning at
parking lot speeds at cold temperatures. Followed SI
procedures and was unable to duplicate.
F9995
Axle, Differential or Rear Drive Module (RWD
and AWD Vehicles)
Customer states driveline noise, vibration or intermittent
All Wheel Drive Light ON. Followed SI procedures to
identify driveline noise/vibration or cause of the AWD
indicator and was unable to duplicate concern.
H9991
Customer states ABS / TCS / Stability Control light came
on, but now it’s off. Scan tool shows history code.
Cleared code, followed system verification with no trouble
found and unable to duplicate concern.
J9991
Engine CCND – Engine Mechanical
Customer states engine making abnormal noise or
leaking fluid, followed SI diagnosis for noise or leaks and
was unable to duplicate customer concern.
J9992
Engine CCND – Engine Controls and Fuel
Customer states engine light was on with a fuel related
DTC, followed system verification procedure for DTC as
indicated and unable to duplicate the concern.
K9991
Manual Transmission – Clutch
Customer states the clutch does not engage properly
when shifting, followed SI diagnostic procedures for
clutch feel and was unable to duplicate customer
concern.
K9992
Manual Transmission
Customer states the vehicle does not shift properly,
followed SI diagnostics for shift problems and was unable
to duplicate the customer concern.
K9993
Transfer Case
Customer states vehicle does switch between 2 and 4
wheel drive, followed SI diagnostics for transfer case and
was unable to duplicate customer concern.
K9995
Automatic Transmission
Customer states the vehicle does not shift properly,
followed SI diagnostics for shift problems and was unable
to duplicate the customer concern.
Customer is not satisfied with exhaust, either a boom,
tone, etc., followed exhaust noise diagnosis with no
trouble found and unable to duplicate concern.
Determined exhaust is no different from other like
vehicles.
N9991
OnStar®/Bluetooth
Customer states that OnStar® will not connect to an
advisor. Performed related system verification procedure
in SI with no trouble found and unable to duplicate
concern.
Note: Use N9991 when Bluetooth concern is in vehicle
equipped with RPO UPF.
N9992
Cluster/Head UP Display
Customer states cluster backlighting does not illuminate.
Performed related system verification procedure in SI
with no trouble found and unable to duplicate concern.
D9995
L9995
Page 4
November, 2012
Bulletin No.: 06-00-89-026J
“Customer Concern Not Duplicated/Verified” Labor Operation Numbers (cont'd)
Customer Concern
Not Duplicated/
Verified Labor
Operations
Numbers
Description
Example of Proper Usage
N9993
Electronics – Safety/Seat/Lighting/Keyless
Entry/Theft Alarm
Customer states SIR light has come on but is now off.
Performed related system verification procedure in SI
with no trouble found and unable to duplicate concern.
N9994
Tire Pressure Monitoring System (TPMS)
♦
(For Tire and Wheel Concerns See E9993)
Customer states pressure value for one tire is not
displayed on DIC. Performed related system verification
procedure in SI with no trouble found and unable to
duplicate concern.
N9996
Entertainment/Radio/Navigation/USB/
Bluetooth
Customer states sound from the rear speakers pops or
distorts. Performed related system verification procedure
in SI with no trouble found and unable to duplicate
concern.
Note: Use N9996 when Bluetooth concern is in vehicles
without RPO UPF.
N9997
12V Battery/12V Charging System
Customer states vehicle would not start/crank. Performed
related system verification procedure in SI with no trouble
found and unable to duplicate concern.
Note: Use N0100 for battery charge & test.
Hybrid Electronics & Hybrid Charging
Customer states vehicle will not charge at home charging
station, Performed related system verification procedure
in SI with no trouble found and unable to duplicate
concern.
N9998
Notice: In some cases the subject vehicle may be
operating as intended but not in line with the
expectations of the customer. This type of outcome
does NOT fall under the definition of Customer Concern
Not Duplicated. In cases where the vehicle is operating
as intended but not in-line with customer expectations,
service management should submit a Field Product
Report. Refer to the latest version of Corporate Bulletin
Number 02-00-89-002 (10-00-89-006 for Canada) for
additional information on how to submit a field product
report.
Policies and Procedures for Use of Customer
Concern Not Duplicated/Verified Labour Operation
Numbers
• “Customer Concern Not Duplicated/Verified” labor
operation numbers are to be used only in
conjunction with a concern originating from a
customer.
• “Customer Concern Not Duplicated/Verified”
may not be appropriate if Service Bulletins are
available to address the condition.
• “Customer Concern Not Duplicated/Verified” labor
operations are not intended to replace the Service
Consultant's responsibility to properly validate and
qualify a customer's concern. Eligibility to claim
”Customer Concern Not Duplicated/Verified” labor
operation numbers is limited to those cases
where, after the Service Consultant/Service
Manager has confirmed the customer's concerns,
it is necessary to assign to a productive
technician, usually with test equipment , and the
result is no problem found.
•
•
•
•
“Customer Concern Not Duplicated/Verified” labor
operation numbers should not be used in
conjunction with a same group (i.e. N9993 with
N1780) operation number on the same repair
order.
Technicians should only use “Customer Concern
Not Duplicated/Verified” labor operation numbers
if they are properly trained in the specific area
being diagnosed.
Time allowances of 0.1 hr to 0.3 hr should be
based on actual time (clock time). Actual time
required should be submitted in regular labor
hours column.
Service management approval must be noted on
the repair order prior to the flagging of the
operation on the claim.
Example Using the New Engine Labor Operations
and Required Additional Information
The customer states the engine MIL was on. Technician
confirms with the customer the specific engine MIL that
was activated. Pertinent information is gathered from
the customer regarding the operating and
environmental conditions when the MIL was activated.
Customer states MIL was activated just after starting
the engine.
Technician interrogates engine control module for any
diagnostic trouble codes using scan tool and confirms
P00C6 is stored in history. Fault tree for P00C6-Fuel
Rail Pressure Low During Engine Cranking is followed
and no mechanical or electrical concerns are identified.
Attempts to reproduce the fault are unsuccessful. No
service bulletins have been issued for this specific
concern.
Bulletin No.: 06-00-89-026J
November, 2012
Technician denotes DTC, root cause analysis activities
and other pertinent information on repair order and
facilitates a scan tool data upload by connecting the
diagnostic scan tool to the TechLine PC.
The Warranty Administrator should indicate the
following labor operation:
Labor Operation
J9992 Engine CCND –
Engine Controls and Fuel
Labor Code Dependency
Field
P00C6
Page 5
– Customer Complaint: Engine Malfunction Indicator
Lamp active, customer states engine hard to start,
engine MIL active after starting. Engine normally
starts okay.
– Cause: P00C6 Fuel Revised Requirements for Fuel
Rail Pressure Low During Engine Cranking
– Correction: Tech collected and analyzed freeze
frame records which indicated code was set at 200
rpm, 22 deg C coolant temperature. Tech checked
electrical connection to high pressure fuel pump –
okay. Checked low and high pressure fuel pump for
proper pressure during crank – okay. Re-started
engine several times, engine started okay. Checked
for service bulletin - no publications for P00C6.
Could not duplicate customer concern.
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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