File in Section:
Bulletin No.:

Service Bulletin

Date:

00 - General Information
01-00-89-010J
November, 2012

INFORMATION
Subject:

Comeback Prevention Information and Using Customer Concern Verification
Sheets (CCVS)

Models:

2013 and Prior GM Passenger Cars and Trucks

Attention: Only GM Authorized callers such as GM Dealership Service Department Personnel and
GM Approved Service Facilities are allowed to contact the GM Technical Assistance
Center (TAC). DO NOT direct any GM vehicle owners, aftermarket or independent
service facilities to contact TAC.
This bulletin is being revised to add the 2013 model year. Please discard Corporate Bulletin
Number 01-00-89-010I (Section 00 – General Information).

Bulletin Purpose

Comeback Prevention

The purpose of this bulletin is to provide a single point
reference and strategy document to aid in reducing
customer comebacks, and the possibility of buyback
situations. Outlined in the information below, are
specific guidelines, strategy and forms that will assist
with this goal, by identifying, clarifying and
documenting customer concerns accurately at each
service visit.

Comebacks hurt the image of the dealership service
department and the image of the GM vehicle brand. GM
understands that due to ever increasing vehicle
complexity, this is a challenge. The service department
should focus on the following critical areas in order to
reduce comebacks:
• The communication between the customer,
service advisor, service manager and technician.
• Accurate and complete information on the repair
order (R.O.).
• Always using the Comeback Prevention Flow
Chart.
• When a customer has a complicated, difficult or
intermittent condition or concern, use the
appropriate customer concern verification sheet
(CCVS) on the first service visit. Always use the
CCVS on second and third repair attempts for the
same condition or concern.
Select the appropriate CCVS from the following
four categories:
– Automatic Transmission Driveability.
– Brakes / Steering / Suspension / Tires / Wheels.
– Engine Driveability.
– Electrical / Accessory.
• Use the Comeback Log if the customer's vehicle
has returned for the same condition.
• Service management must review the Comeback
Log weekly to identify any trends and to develop
and implement the necessary corrective action
plans.
• Technician training should be as up to date as
possible.

Location of Comeback Prevention
Flowchart and All Other Forms
•

•
•
•

The condensed version of the Comeback
Prevention Flowchart, the four categories of the
Customer Concern Verification Sheets (CCVS),
Comeback Log, Technical Assistance Information
Form (TAIF), Strategy Based Diagnosis and the
TAC Case Call Log Sheet are available at the end
of this bulletin and also on Global Connect under
Service Forms.
In Canada these forms are on GlobalConnect >
Service Library > Technical Assistance Centre and
Vehicle Information.
In the U.S. the TAC Case Closing Form is only
available on GlobalConnect and must be
completed and submitted electronically.
Dealers in Canada must use GlobalConnect >
Service Workbench > TAC Active Cases to review
active cases and to close the case electronically.

Copyright 2012 General Motors LLC. All Rights Reserved.

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November, 2012

Institute a quality control program that includes
service management vehicle inspections, road
tests and verification of the repair.
Contact the GM Technical Assistance Center
(TAC) when necessary. Be prepared with the
necessary and completed documentation before
calling.
Update the TAC Call Log Sheet after each call.

Using the Comeback Prevention
Flowchart
Always use the following Comeback Prevention
Flowchart to help standardize work within the
dealership as well as provide direction and appropriate
use of research and diagnostic aids including TAC.
First Repair Attempt — Actions to Perform
1. Document all procedures and repairs on the R.O.
2. Understand and verify the vehicle condition and
the customer concern on the R.O. Road test the
vehicle with the customer as needed.
⇒ If the road test demonstrates that the vehicle is
not operating per: specifications, Go to Step 3.
⇒ If the road test demonstrates that the vehicle is
operating per: specifications, then road test a
like vehicle to verify that the condition and
customer concern regarding the condition are
normal.
⇒ If the customer is dissatisfied due to a concern
about a normal operating characteristic,
create a Field Product Report (FPR) refer
to the latest version of Corporate Bulletin
Number 02-00-89-002, in Canada a
Product Information Report (PIR), refer
to the latest version of Corporate Bulletin
Number 10-00-89-006.
3. For any complicated, difficult or intermittent
condition or concern, completely and accurately fill
out the appropriate CCVS.
4. In GlobalConnect/Investigate Vehicle History
(IVH), review the service history of the vehicle.
⇒ If the vehicle has been serviced at least once
previously for the same or similar condition or
complaint, document the type of repair, number
of repair attempts and the number of days the
vehicle was out of service. Go to: Second
Repair Attempt — Actions to Perform.
5. In GlobalConnect check for field actions and
recalls.
6. Dispatch to a qualified technician.
7. Search SI for applicable bulletins and preliminary
information (PI).
8. Use Strategy Based Diagnosis and road test the
vehicle as needed.
9. Perform the repair as needed.
10. Verify that the customer is completely satisfied with
the repair.
11. Deliver the vehicle.

Bulletin No.: 01-00-89-010J

Second Repair Attempt — Actions to Perform
1. Notify the service manager of a repeat repair
visit.
2. Document all procedures and repairs on the R.O.
3. If available, review the original CCVS for the
condition. Completely and accurately fill out the
appropriate CCVS for this visit.
4. Understand and verify the vehicle condition and
the customer concern on the R.O. Road test the
vehicle with the customer as needed.
5. In GlobalConnect/Investigate Vehicle History
(IVH), review the service history of the vehicle.
6. In GlobalConnect check for field actions and
recalls.
7. Enter the information in the Comeback Log.
8. Dispatch to a qualified technician and review the
CCVS and the R.O.
9. Search SI for applicable bulletins and preliminary
information (PI).
10. Use Strategy Based Diagnosis and road test the
vehicle as needed.
11. If additional diagnostic information is needed, call
TAC with the above documentation and a
completed Technical Assistance Information
Form (TAIF).
12. Update the TAC Call Log Sheet after each call.
13. Follow up with TAC until the vehicle is repaired,
including the results of the previous diagnostic
recommendations made by TAC.
14. Perform an inspection and quality control road test
as needed prior to delivery of the vehicle to the
customer.
15. Verify that the customer is completely satisfied with
the repair.
16. Deliver the vehicle.
17. Close the TAC case on GlobalConnect with as
much detailed repair information as possible.
Third Repair Attempt — Actions to Perform
1. Notify the Service Manager of a repeat repair
visit.
2. Notify the District Manager Aftersales (DMA)
and in Canada the District Manager Customer
Care and Service Process (DM-CCSP).
3. Document all procedures and repairs on the R.O.
4. Completely and accurately fill out the
appropriate CCVS.
5. Understand and verify the vehicle condition and
the customer concern on the R.O. Road test the
vehicle with the customer as needed.
6. In GlobalConnect/Investigate Vehicle History
(IVH), review the service history of the vehicle.
7. In GlobalConnect check for field actions and
recalls.
8. Enter the information in the Comeback Log.
9. Dispatch to a qualified technician and review the
CCVS and the R.O.
10. Search SI for applicable bulletins and preliminary
information (PI).

Bulletin No.: 01-00-89-010J

November, 2012

11. Use Strategy Based Diagnosis and road test the
vehicle as needed.
12. If additional diagnostic information is needed, call
TAC with the above documentation and a
completed Technical Assistance Information
Form (TAIF).
13. Update the TAC Call Log Sheet after each call.
14. Follow up with TAC until the vehicle is repaired,
including the results of the previous diagnostic
recommendations made by TAC.
15. Perform an inspection and quality control road test
as needed prior to delivery of the vehicle to the
customer.
16. Verify that the customer is completely satisfied with
the repair.
17. Deliver the vehicle.
18. Close the TAC case on GlobalConnect with as
much detailed repair information as possible.

Comeback Log
•

When writing the R.O. the service advisor should
always ask the customer: "Have you had repairs
on any of these conditions or concerns before,
even if the vehicle was taken to a different
dealership?"
⇒ If the answer is yes, service management must
become involved and the R.O. needs to be
flagged as: High Attention.
• Ensure the necessary information is entered in the
Comeback Log.
• Service management must review the Comeback
Log weekly to identify any trends and to develop
and implement the necessary corrective action
plans.

Information for Using Customer
Concern Verification Sheets
One of the most challenging aspects of our business is
to communicate the concern from the customer to the
technician. The more clearly the technician
understands the concern and its symptoms, the more
likely the problem will be fixed right the first time.
GM Customer Care and Aftersales (CCA) is releasing
revised Customer Concern Verification Sheets (CCVS),
in this bulletin and also on the GM GlobalConnect
website. If you cannot access the Service Forms,
contact your Partner Security Coordinator (PSC).
The following are a few of the benefits gained from
using the CCVS:
• Reduces instances of customer concern not
duplicated (CCND). For more information on
CCND, refer to the latest version of Corporate
Bulletin Number 06-00-89-026.
• Increased customer involvement.
• Customer perception that the service personnel
really listen and understand.
• Reduces contacting customers for additional
information.

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Improves night drop box information.
Ensures all the correct questions are asked when
the repair order (R.O.) is created.
The information below contains ideas and thought
starters that may be helpful in using the CCVS.
• The service advisor should complete the CCVS
whenever the following occurs:
– On the first service visit, if the condition or
concern is complicated, difficult or intermittent.
– On any subsequent visits for the same condition
or concern.
• Make sure to attach the CCVS to the paperwork
that goes to the technician.
• Service management should review a copy of all
CCVS and the accompanying R.O. on all service
department comebacks.
• Hold a complete service department personnel
meeting to get employee buy-in and their ideas on
how to make the CCVS effective.
• Provide a copy of the CCVS, along with the
customer copy of the R.O. to all departing service
customers.

Best Practices Service Strategy
The Best Practices Service Strategy is a brief outline of
the most important elements to incorporate into the
service department comeback prevention strategy.
Customer Concern Verification Sheets
The service advisor should complete the CCVS
whenever the following occurs:
1. On the first service visit, if the condition or concern
is complicated, difficult or intermittent.
2. On any subsequent visits for the same condition or
concern.
Customer Dissatisfaction Due to a Normal
Operating Characteristic
Compare the customer vehicle to a similar vehicle. If
the customer is dissatisfied with the normal operating
characteristic of the vehicle perform the following:
⇒ U.S. dealers should create a Field Product Report
(FPR). Refer to the latest version of Corporate
Bulletin Number 02-00-89-002: Information for
Dealers on How to Submit a Field Product Report
(FPR) (U.S. Dealers Only).
⇒ Canadian dealers should create a Product
Information Report (PIR). Refer to the latest version
of Corporate Bulletin Number 10-00-89-006:
Information for Dealers on How to Submit a Product
Information Report (PIR) (Canada Only).
Comeback Prevention Flowchart
Always refer to the comeback prevention flowchart for
the proper detailed service strategy before performing
any repairs.

Page 4

November, 2012

Comeback Log
If the vehicle is being serviced for the same customer
concern, enter the information in the comeback log.
1. Use GlobalConnect/IVH to verify the number of
repair attempts for a similar complaint and the
number of days the vehicle was out of service.
Notify the service manager of a second repair
attempt.
2. Notify the service manager of a third repair attempt
and the District Manager Aftersales (DMA) and in
Canada: The District Manager Customer Care and
Service Process (DM-CCSP).
3. The service department management must review
the comeback log weekly to identify any trends and
to develop and implement the necessary corrective
action plans.
Strategy Based Diagnosis
The goal of Strategy Based Diagnosis is to provide
guidance when you create a plan of action for each
specific diagnostic situation. By following a similar plan
for each diagnostic situation, you will achieve maximum
efficiency when diagnosing and repairing vehicles.
Technical Assistance Center
General Motors Technical Assistance Center (TAC) no
longer has model year limits on service support. ALL
GM vehicle model years are now service supported.
For more information, refer to the latest version of
Corporate Bulletin Number 07-00-89-047.
1. Use the Comeback Prevention Flowchart to
understand WHEN to contact TAC.
2. Before calling TAC, be prepared with accurate and
completed information such as but not limited to:
the R.O., the CCVS, the SI Document ID number,
the technical assistance information form (TAIF).
3. Update the TAC Case Call Log before and after
each call.
4. Follow up with TAC until the vehicle is repaired,
including the results of previous diagnostic
recommendations made by TAC.
5. Close the TAC case using GlobalConnect. Ensure
that the closing information is as accurate and
complete as possible.
6. Complete the TAC quality survey.
Technical Assistance Information Form (TAIF)
Answer the questions in the form, PRIOR to contacting
TAC. Preparing for your call in advance will allow TAC
personnel to reduce your call time and provide quality
recommendations. After contacting TAC, complete the
remaining three sections of the form.
TAC Case Call Log Sheet
Update the TAC Case Call Log before and after
each call.
Technical Assistance Center Phone Prompts
For U.S. dealers the TAC phone prompt chart is
available on GlobalConnect under Service Forms.
For Canadian dealers the TAC phone prompt chart is
available on GlobalConnect > Service Library >
Technical Assistance Centre.

Bulletin No.: 01-00-89-010J

Parts Application Issues — Parts Catalog Issues —
Parts Delay — Customer Special Order (CSO) —
Service Parts Assistance Center (SPAC) Case
1. When parts are delayed or other ordering issues
occur, the service department MUST perform the
following actions:
1.1. ENSURE that the parts manager has
requested a Customer Special Order (CSO).
1.2. ENSURE that the parts manager has
upgraded to a Service Parts Assistance
Center (SPAC) case as quickly as possible.
2. For parts catalog, parts concerns or parts
application issues, utilize the parts department and
when those efforts have been exhausted follow the
applicable parts support channels offered by GM to
resolve the customer's concern as quickly as
possible.

Strategy Based Diagnosis
The goal of Strategy Based Diagnosis is to provide
guidance when creating a plan of action for each
specific diagnostic situation. By following a similar plan
for each diagnostic situation, maximum efficiency will
be achieved when diagnosing and repairing vehicles.
Although each of the Strategy Based Diagnosis boxes
are numbered, it is not required that every box be
completed in order to successfully diagnose a customer
concern.
The first step of the diagnostic process should always
be: Understand and Verify the Customer's Concern.
The final step of the diagnostic process should always
be: Repair Verification.
1. Understand and Verify the Customer's Concern.
The first part of this step is to obtain as much
information as possible from the customer. Are
there aftermarket accessories on the vehicle?
When does the condition occur? Where does the
condition occur? How long does the condition last?
How often does the condition occur? In order to
verify the concern, the technician should be
familiar with the normal operation of the system
and refer to the owner or service manual for any
information that is needed.
2. Vehicle Operating as Designed: This condition
exists when the vehicle is found to operate
normally. The condition described by the customer
may be normal. Compare with another like vehicle
that is operating normally under the same
conditions described by the customer. Explain your
findings and the operation of the system to the
customer. If the customer is dissatisfied perform
the following:
⇒ U.S. dealers should create a Field Product
Report (FPR). Refer to the latest version of
Corporate Bulletin Number 02-00-89-002:
Information for Dealers on How to Submit a
Field Product Report (FPR) (U.S.
Dealers Only).
⇒ Canadian dealers should create a Product
Information Report (PIR). Refer to the
latest version of Corporate Bulletin

Bulletin No.: 01-00-89-010J

3.

4.

5.
6.

November, 2012

Number 10-00-89-006: Information for Dealers
on How to Submit a Product Information Report