5377088

4. When the carrier arrives, sign and date the BOL
and have the driver do the same and make a copy
for your records.
• 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.
• 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.
2. 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.
• 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
•

•

•
4061567

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 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.”
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.
Ground transportation is standard, if overnight
shipping is needed / requested – the overnight
status must be selected at the time the label is
created.

Bulletin No.: 99-00-89-019R

August, 2019

•

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.
• Please contact customer assistance with
questions at 248-371-9901 / 9902.
• 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”

Page 21

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:
• Radios and related Audio Products (including
navigation and XM radios)
• RCA (Radio Control Assembly)
• Multi-media (DVD & CD)
• Entertainment/Video/Infotainment Systems
• ICS (Infotainment Center Stack)
• HMI (Human Machine Interface)
• Instrument Clusters
• Heads-Up Displays
• Night Vision Cameras
• OnStar Modules
• 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 Information
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.

Page 22

August, 2019

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
•

•

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.
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
• 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.
• 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.
• Packaging material costs include such things as
boxes, tape, etc.
• Regular 1st class postage charges for Document
Only requests will be reimbursed by submitting in
the Freight & Postage field of the Net Items
section.
• 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.

Bulletin No.: 99-00-89-019R

Core Charges
• Service Agents MUST submit for reimbursement
for Core Parts returned to the WPC. Core charges
WILL NOT be automatically credited.
• 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.
• Print and attach the core exchange value
documentation to the Job Card on which the
Transaction is being claimed.
• 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.

Bulletin No.: 99-00-89-019R

August, 2019

Page 23

4062318

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

4062400

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.

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?
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

Page 24

August, 2019

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?

Bulletin No.: 99-00-89-019R

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 DM-CCSP
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
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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