File in Section:
Bulletin No.:

Service Bulletin

Date:

16-NA-338
March, 2018

INFORMATION
Subject:

PQC Assembly Replacement Process – Dealers Required to Contact PQC Prior to
Replacing an Assembly

Models:

2010-2019 GM Passenger Cars and Light Duty Trucks (U.S. and Canada Only)
Equipped with CNG, LPG, Gasoline or Diesel Engine, Automatic or Manual
Transmission, Front Wheel Drive or Rear Wheel Drive

Attention: All Dealers are required to complete and retain the Cost Comparison Worksheet when
replacing assemblies. Forms are web-based which allow Dealers who are required to
contact the PQC to email the completed Cost Comparison Worksheets. The Forms are
located in the “Service Forms” section of GlobalConnect.

Determining Whether to Contact PQC
Notice:
• Dealers that are required to contact the PQC
prior to engine or transmission assembly
replacement authorization will be notified by
email from
“[email protected]” and/or
their Regional Representative.
• Dealers with any questions concerning why
they are required to call the PQC for assembly
replacement authorization should contact their
Field Warranty Manager (FWM), in Canada the
District Manager-Customer Care and Service
Process (DM-CCSP) — hereafter called the GM
Representative.
• Dealers that are required to contact the PQC,
must do so prior to any assembly replacement
and before submitting any of the following
Labor Operations in GWM.
Global Warranty Management (GWM) will identify
associated Labor Operations that require PQC contact
on the “Items Not Allowed” tab under Analyze Warranty/
View Service Agent Profile. Scroll to the right to view
effective dates for the following labor operations:
• 4067470 - Partial Engine Replacement
• 4067490 - Engine Replacement
• 4067510 - Engine Assembly Replacement
• 8464670 - Transmission Replacement
• 8441780 - Transmission Replacement
Part Restriction and Exchange Programs
Important: ALL Dealers are required to contact the
PQC for any assemblies currently on restriction
such as select transmissions, gasoline and diesel
engines or assemblies that are part of an exchange
program.

Copyright 2018 General Motors LLC. All Rights Reserved.

Customer Satisfaction
There may be situations where an assembly can be
repaired, but due to customer satisfaction reasons an
assembly replacement should be considered. In these
cases, Dealer Service Management must receive
pre-approval from their GM Representative. Proceed as
follows:
• U.S. Dealers: Dealers normally required to call
PQC must contact their GM Representative to
receive pre-approval for the assembly
replacement in cases of assembly replacement for
Customer Satisfaction reasons. Dealers must be
prepared to provide their GM Representative with
diagnostic information as well as a completed
repair/replacement estimate portion of the Cost
Comparison Worksheet for Assembly Repair vs
Replacement. DO NOT contact PQC for assembly
replacement for customer satisfaction reasons.
• Canadian Dealers: Dealers normally required to
call PQC must contact their GM Representative to
receive pre-approval for the assembly
replacement for Customer Satisfaction reasons.
Dealers must be prepared to provide diagnostic
information as well as a completed repair/
replacement estimate portion of the Cost
Comparison Worksheet for Assembly Repair vs
Replacement. Dealers must advise the PQC when
their GM Representative authorizes the
replacement of an engine or transmission
assembly for Customer Enthusiasm purposes vs
repair.
Dealers Working With PCC (United States Only)
All Dealers that are working with the PCC to reimburse
Independent Service Centers (ISC) must continue to
follow the existing PCC processes.

Page 2

March, 2018

PQC Process
If diagnosis performed by the Service Department
Personnel indicates a need for an engine or
transmission assembly replacement, then Dealers
currently required to contact/call the PQC must perform
the following actions prior to replacement and before
contacting the PQC:
1. Document on the shop copy of the job card the
cause including any DTCs, symptoms, Scan Tool
Snapshots and any other useful information
observed and recorded by the technician.
2. Complete the Calibration Verification Number
process as outlined in the latest version of:
– Corporate Bulletin #14-06-04-003: Identifying
Non-GM ECM Calibration Use and Power-up
Hardware Detection in Duramax® Diesel
Engines Using GDS 2
– Corporate Bulletin #08-06-04-006 for Duramax®
Diesel Engines
– Corporate Bulletin #09-06-04-026 for Gasoline
Engines/Transmissions
3. If an engine “noise” is involved, the technician
should attempt to capture that noise PRIOR to
disassembling the engine, on a 30 second Sound
File to provide to the PQC documenting the engine
noise.
4. Complete the Cost Comparison Worksheet for
Assembly Repair vs Replacement Form for the
appropriate assembly category (Gas/Diesel,
Automatic Transmission, Manual Transmission).
Accurate repair vs replacement cost estimates
(include the markups) are essential in order to
eliminate a second call to the PQC.
5. Anytime a Dealer that is required to contact the
PQC has determined that an engine or
transmission cannot be repaired, or that
replacement cost is less than repair cost, the
Dealer must email the PQC at: [email protected]
(two hours prior to contacting the PQC) and
include:
– An explanation why an assembly replacement is
necessary.
– The completed Cost Comparison Worksheet.
Follow the steps listed in the form under “Submit
to PQC Instructions” to download the completed
form and attach it to your email.
– Picture attachments (.jpg files) showing the point
of failure (not required for assemblies on part
restriction or part of an exchange program).
– Any engine noise sound files captured as part of
Step 3 (not required for assemblies on part
restriction or part of an exchange program).

Bulletin No.: 16-NA-338

Contacting/Calling PQC
Notice: Call the PQC at 1-866-654-7654 or email the
PQC at: [email protected] PRIOR to replacing the
assembly.
• Have the job card number, VIN and the Dealer
BAC code ready when calling the PQC along with
a detailed Customer Concern.
• If the assembly replacement is not agreed to, then
proceed with repair of the assembly. If agreement
on repairs cannot be reached, contact the GM
Representative for a final review of the case.
• If the engine or transmission assembly
replacement is agreed to based on information
provided by the Dealer Service Personnel, then
proceed with the replacement. Be sure to include
the PQC case number and to record the serial
numbers of both the failed component being
removed and the replacement component being
installed.
• Once a determination to repair or replace has
been made, further calls to the PQC are not
necessary.
The transaction can be submitted when ready. Dealers
should not contact PQC to create a Pre-Authorization,
as this is no longer part of the PQC Process. For details
on how to submit transactions, see the section titled:
Global Warranty Management — Transaction
Submission — Record Retention — Assembly Return,
in this Bulletin.

Global Warranty Management —
Transaction Submission — Record
Retention — Assembly Return
Submitting Engine or Transmission Transactions
into Global Warranty Management
Dealers must complete all of the following Steps 1-6, in
order to submit engine or transmission assembly
replacement transactions.
1. Scan the shop copy of the job card and attach it to
the transaction in GWM.
2. Scan the completed Repair/Replacement
Component Assembly Estimate portion worksheet
and attach it to the transaction in GWM.
3. When applicable enter the transmission flush code
in the “Flush Code” field of the transaction.
4. Enter the serial number of the new assembly into
the “Serial Number” field which will appear in the
“Parts Section” of the transaction.
5. Enter the serial number of the failed assembly into
the “Correction” field.
6. Route for GM authorization (H route) all engine or
transmission assembly replacement transactions.

Bulletin No.: 16-NA-338

March, 2018

Important: Agreement from TAC or PQC (based on
the information provided by the Dealer Service
Personnel) with the Dealer’s assessment to replace
an assembly does not constitute final
determination that the transaction meets all of the
requirements of the GM Policy and Procedure
Manual relating to claim submission and payment.
General Motors reserves the right to audit the
transaction, consistent with applicable law, to
ensure compliance with applicable Policies and
Procedures.
Known Product Issues and GM Representative
Authorization
A situation may arise when a Dealer contacts the PQC
and is subsequently transferred to the Technical
Assistance Center (TAC) and then advised that the
condition being reported by the Dealer is a known
product issue.
Also, there are instances when the GM Representative
or the BQM may have authorized the replacement of
the major assembly. In these situations, the Dealer may
be advised that a replacement assembly is the only
way to resolve the issue.
In either of the preceding scenarios, the Dealer should
document the Replacement Component Assembly
Estimate section of the Cost Comparison Worksheet for
Assembly Repair vs Replacement in the following
manner:
• U.S. Dealers: In cases where the GM
Representative authorized the replacement of the
major assembly, Dealer Service Management
must contact their GM Representative (Not PQC)
to receive pre-approval for the assembly
replacement. Dealers required to contact the
PQC, must be prepared to provide their GM
Representative with diagnostic information as well
as a completed repair/replacement estimate
portion of the Cost Comparison Worksheet for
Assembly Repair vs Replacement. DO NOT
contact PQC for assembly replacement authorized
by a GM Representative.
• Canadian Dealers: Perform the following
actions:
1. Enter the TAC case number and
recommendation received from TAC.
2. In the case of a GM Representative
authorization, enter the name of the
appropriate individual and the nature of their
authorization.
3. Complete only the Replacement Component
Assembly Estimate section. Enter the entire
cost to replace the assembly in this section.
4. Attach a scanned version of the Cost
Comparison Worksheet for Assembly Repair
vs Replacement to the transaction.

Page 3

Record Retention
All Dealers are required to retain the completed Cost
Comparison Worksheet for Assembly Repair vs
Replacement.
• Attach the Cost Comparison Worksheet to the
job card.
• On the job card, document the serial number of
both the failed assembly being removed and the
replacement assembly being installed and
transmission flush code as applicable.
• If applicable, attach the completed Calibration
Verification Number (CVN) to the job card and
place it in the Dealership vehicle service
history file.
Assembly Return
Dealers may be requested to return the assembly to the
Warranty Parts Center for inspection. Failure to perform
the following procedures may result in a debit for the
repair.
When returning an assembly the following must be
attached to the return shipping container as indicated
by the instructions supplied with the new assembly:
1. A legible copy of the shop copy of the job card
(showing technician comments) containing the
serial number of both the failed assembly being
returned and the replacement assembly being
installed.
2. Document the transmission flush code (as
applicable).
3. A completed Calibration Verification Number (as
applicable).
4. A completed Cost Comparison Worksheet for
Assembly Repair vs Replacement.
When returning an engine or transmission for review,
clearly mark or circle with a paint pen the area of
concern on the part such as a leak, crack, premature
wear or defect.
All fluids must be drained prior to shipping. If an engine
assembly is being returned, include all of the parts
related to the failure. The engine oil filter must be
drained of oil, properly packaged and secured in a
plastic bag and attached to the engine assembly.
Securely strap the engine to the crate or the
transmission within the cocoon when straps are
provided in order to prevent damage during shipment.

Page 4

March, 2018

Bulletin No.: 16-NA-338

Version Information
Version

3

Modified

October 7, 2016 — Changes made to #02–07–30–029Z to create 16-NA-338 Version 1:
The Bulletin was revised to update the information and the GlobalConnect Service Forms
graphic.
February 21, 2017 — Changes made to create 16-NA-338 Version 2: The Bulletin was
revised to remove the Supersede statement, the Service Agent Notification section, the
Table of Contents, the Transfer Case information, the GlobalConnect Service Forms
graphic and the Submit to PQC Instructions section. Then update the information and add
a Version Information section.
February 27, 2018 — Changes made to create 16-NA-338 Version 3: The Bulletin was
revised to add the 2019 Model Year, make the Subject concise and to clarify certain
portions of the text and to change District Manager Aftersales (DMA) to Field Warranty
Manager (FWM) in the second bullet of first Notice.

Trademark Footnotes
Duramax™ is a Trademark of General Motors LLC
Duramax® is a Registered Trademark of General
Motors LLC (United States)

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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