Bulletin No.:

Service Bulletin

Date:

18-NA-146
August, 2019

WARRANTY ADMINISTRATION
Subject:

Proper Labor Operation Selection and Causal Part Identification for Warranty
Transactions (U.S. Only)

Brand:

Model:

Buick
Cadillac
Chevrolet
GMC

GM
Passenger
Cars and
Trucks

Model Year:

VIN:

from

to

2010

2020

Involved Region or Country

from

to

Engine:

Transmission:

United States

Service Agents are to select the labor operation that is
best associated with the causal part for all transactions.
The “causal part” is defined as the part failure that
caused the need for the repair.
Service Agents must also properly identify the causal
part in the Parts section of the Global Warranty
Management (GWM) transaction. When no parts are
replaced as part of the vehicle repair, causal part
identification is not required.
Examples:
Cause/Correction Summary Description (complete
diagnostic info not included for this example)

Correct Labor Operation

Causal Part

Spark plug misfiring. Spark plug replaced.

4020060 Spark Plug
Replacement

Spark Plug

Spark plug misfiring. Damaged catalytic converter. Spark plug
and catalytic converter replaced.

4020060 Spark Plug
Replacement

Spark Plug

Reject code 067 – Part xxxxxx is not a compatible
part for labor code xxxxxxx. Should you receive this
reject on a submitted transaction, check with the GM
Warranty Job Aid tool to see what acceptable labor
operation(s) are associated with the causal part on the
transaction. The tool is located in GlobalConnect >
Service Information (SI). From the SI homepage, simply
enter the full VIN, click on the GM Warranty Job Aid
link, and enter the causal part number. If GM Warranty
Job Aid does not list any labor operations associated
with the causal part, utilize the GM Labor Time Guide to
determine the “closest to” labor operation or contact the
Dealer Business Center (DBC) at 1.888.414.6322 for
further assistance.

Copyright 2019 General Motors LLC. All Rights Reserved.

Here are a few scenarios to help clarify this process
and any associated requirements. The screenshots
display listed functions as they appear in GWM. DMS
applications may appear differently.
• Consequential Damage: When a single separate
component fails and damages another
component/components, utilize the labor
operation associated with the source component
(casual part). All parts and labor associated would
be claimed on the same transaction, utilizing OLH
as necessary to cover the labor for repair/
replacement of the subsequently damaged part(s).

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August, 2019

Bulletin No.: 18-NA-146

5051783

Example: A misfiring spark plug causes damage to
catalytic converter. The spark plug and converter are
both replaced. Submit the transaction using spark plug
labor operation, claiming both parts in the parts field.
Select the Causal Part indicator for the spark plug part
number.
Utilize OLH to cover the additional time to replace the
catalytic converter. OLH time should not exceed the
standard base time allowed for converter replacement.
Service Management authorization on the job card
does not apply and separate on/off punch time for the
converter replacement (OLH claimed) is not required.

5051786

Service Agent Self Authorization identification on the
transaction would be required for OLH and/or
excessive parts. Authorization comments must explain
that the parts/labor was a result of consequential
damage. The transaction may have to be submitted for

GM authorization (Warranty Support Center) if the parts
or OLH ceiling is beyond Service Agent Empowerment
limits.
• Internal Part Caused Assembly Failure: If the
causal part is a sub-component of an assembly,
and entire assembly replacement is the most
cost-effective repair, utilize the assembly labor
operation. Example: A main bearing causes block
scoring; assembly replacement is required. Utilize

Bulletin No.: 18-NA-146

August, 2019

Page 3

the published labor operation and time associated
with the engine assembly replacement. Main
bearing replacement labor time is not applicable
as the bearing is an internal part of the entire
assembly being replaced.

5051787

•

As the main bearing can’t be selected using the
“Causal Part” radio button as is not a separate part
charged out on the transaction, it should be
manually entered in the Causal Part Number or
description field.
Exception: If the repair is related to an open field
action (ie: Recall, Special Coverage), the field
action labor operation must always be used
regardless of the consequential damage.
External Part Causes Assembly Failure: If the
causal part is external to an assembly it damaged,
and there is a separate part number for the
external part not included in the assembly part
number components, utilize the labor operation
associated with the external causal part.
Examples: Radiator failure causes damage to the
transmission; Catalytic Converter failure causes
damage to the engine.
All parts replaced as a result of the failed
component must be submitted on the same line in
the parts field, including the assembly. Utilize OLH
to cover additional time to replace the assembly
replacement. OLH time should not exceed the
standard base time allowed for assembly
replacement. Service Management authorization
on the job card does not apply and separate on/off
punch time for the assembly replacement (OLH
claimed) is not required. Service Agent Self
Authorization identification on the transaction
would be required for OLH and/or excessive parts.

Note: Dealers who are required to contact the PQC
prior to engine or transmission assembly replacement
must still complete a Cost Comparison Worksheet and
contact the PQC, even though the assembly labor
operation is not being used.
•

One Concern but Separate Causes: When two
unrelated causes are found contributing to a
single complaint, then these should be claimed
separately in two transactions, using the labor
operation applicable to each failed (causal)
component. Examples: Single complaint of fluid
leaking but 2 different leaks are found; Single
complaint of vibration but 2 different causes found.
As the customer expressed a single complaint,
this would not be considered an “add-on” so you
do not have to identify one of the transactions as
such. However, Service Management
authorization is required for repeat (pyramiding)
repairs. NOTE: This does not waive the
responsibility of the Service Consultant in asking
fact finding questions to determine if the
customer’s concern is actually two concerns and
should be written as such.
Example: Customer complains fluid is leaking, but
further discussion identifies that the customer has
noticed the leaks in two different areas, and/or that
the fluid leaking is two different colors.
Please refer to the “Prepare and Submit a Transaction”
section of the Global Warranty User Manual for
additional tips on transaction submission.

Page 4

August, 2019

Bulletin No.: 18-NA-146

Version

2

Modified

Released May 03, 2018
August 23, 2019 – Added the 2020 Model Year, removed the Note under Internal Part
Caused Assembly Failure, removed a sentence in External Part Causes Assembly
Failure section and added a Note.

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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