Bulletin No.:

Service Bulletin

Date:

18-NA-306
January, 2020

WARRANTY ADMINISTRATION
Subject:

Brand:
Buick
Cadillac
Chevrolet
GMC

Warranty Administration – Pre-Repair Authorization (PRA) Process and Information
(U.S. Dealers Only)

Model:
GM
Passenger
Cars and
Trucks

Model Year:
from

VIN:
to

from

Engine:

Transmission:

to

2020 and Prior

Involved Region or Country

United States

Important: This bulletin is NOT applicable to Canadian
dealers.
Warranty replacement of the following components
requires GM Pre-Authorization per the process
described in this bulletin:
• Wheels
• All Seat Cover & Cushions (bottoms & backs)
• Outside Mirror Assemblies
• Steering Wheels
• Interior (Door) Trim
This Pre-Repair Authorization (PRA) process is not
required when:
• The component can be repaired via refinishing or
replacing a sub-component (i.e. refinishing the
wheel or replacing the glass of a mirror).
• If a cushion only is being replaced.
• Replacing a component under policy.
• Replacing a component for Customer Enthusiasm.
The “Customer Enthusiasm” indicator MUST be
selected on the transaction to avoid rejection of
the claim.
• Replacing a component due to transportation
damage (ZTPT) or as part of an over-the-counter
Parts Warranty (ZPTC). Only regular warranty
transactions (ZREG) and dealer-installed parts
warranty transactions (ZPTI) require a PRA.
Overview
The PRA process uses a pre-established App (CSMTCertified Service Mobile Toolbox) to submit an
authorization request prior to replacing wheels, outside
mirrors and seat covers, steering wheels, and interior
Copyright 2020 General Motors LLC. All Rights Reserved.

trim under warranty. The dealer utilizes the App to
submit details and photos of the condition. Once the
request is reviewed, a decision of warrantable or
non-warrantable is returned to the dealer via e-mail. If
warrantable, the dealer is provided a pre-authorization
number for claim submission and may proceed with
replacement of the component.
Note: The decision is only made on the component
itself (warrantable or non-warrantable). Dealers are still
responsible for claim compliancy as per Service
Policies & Procedures Manual.
The intent of the PRA process is to pre-screen product
concerns while the customer is on the service drive to
determine if the customers’ concern is warrantable.
This provides up-front GM collaboration with the dealer
on warranty/non-warranty decisions. If the
determination is not warranty, the dealership has an
opportunity to immediately communicate this to the
customer and provide an estimate for the repair.
Pre-Repair Authorization App
The Certified Service Mobile Toolbox (CSMT) App is
required to process Pre-Repair Authorization (PRA)
requests covered in this bulletin. Once the App is
downloaded to your mobile device, simply click on the
“PRA” category to create and submit your request.
The CSMT App is free and available for use on
Android™ and Apple® operating systems including
tablets and iPads. The app can be found and
downloaded from the Google Play™ Store (Android)
and App Store (Apple). Please note that with the large
variety of phones and operating systems, not all
functionality will appear/operate the same on all
devices.

Page 2

January, 2020

The CSMT App may be used by any member of the
dealer’s service department team as determined
necessary by Service Management. Although it is
recommended, it is not required by GM for Service
Management to be involved in a request.
To download and utilize the App:
1. Search for the CSMT (Certified Service Mobile
Toolbox) within your device’s app store.
2. Download the app on to your device (Phone or
Tablet).
3. Open the app.
4. Login to the app using your GlobalConnect ID and
password.
5. Enter the user profile information.
Note: You will only be asked for the user profile
information upon initial log-in. User profile information
can be changed at any time by going to the user profile
screen available from the main menu. You only have to
input this the first time you log in. Your BAC will always
be tied to your GlobalConnect ID.
You are now ready to begin using the App. Complete
download instructions are available on the Warranty
Administration Resource Center in GlobalConnect
(Policy and Procedure Compliance tab >
Authorizations).
Utilizing the App to Complete Pre-Repair
Authorization Request:
After confirming that a customer concern requires
replacement of one of the restricted components, follow
these steps to submit your Pre-Repair Authorization
(PRA) request.
1. Log into the CSMT App using your GlobalConnect
login information. Once logged in at home page,
click on the PRA tool.
Note: Field Product Reporting (FPR) and Recall Inbox
are on also on this main screen. These links are not to
be used to submit a PRA request.
2. Enter the last 8 digits of the VIN or scan the QR
code located in the driver side door pillar.

Bulletin No.: 18-NA-306

Note: VIN confirmation and/or lookup from last 8 will
occur prior to submission of the request.
3. Enter the mileage. The mileage must match the
odometer reading shown in the photo (see section
below).
4. Select the component type, next the defect type,
and then describe the customer concern and
requested repair.
5. Include the job card number in the field provided.
Note: The CSMT App is limited to 10 photos.
6. Click on the camera icon and take the required
photos, and video if required, of the component.
The app must be used to submit photos with the
PRA request.
Note: If submitting for all four wheels, the VIN plate
photo is NOT required.
• Full Vehicle Information Number (VIN) plate
located on bottom left corner of the windshield
• Odometer reading displayed on instrument
panel (make sure you can clearly see the
reading)
• Side (quarter) view of the vehicle (bumper to
bumper, roof to tire)
• Full view of the component with labelling (all
components will require a “zoomed-out” picture)
• Close-up of the issue (point out the issue with
pencil, finger, tape or other marking)

Bulletin No.: 18-NA-306

January, 2020

Page 3

Examples of Good Pictures Provided

5156587

This dealer provided a close up view with a
sticky note next to the customer’s concern on
the left front wheel and a full view of the wheel,
with a sticky note indicating which wheel is
being photographed.

5156560

This dealer provided a labelled full view of the
wheel and a close up view of the customer’s
concerns on the wheel.

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January, 2020

Bulletin No.: 18-NA-306

5156561

This dealer showed a full view of the seat
bottom and a close up of the customer’s
concern.

5156562

This pointed to where the concern was and was
easy to view and see the customer’s concern.

Bulletin No.: 18-NA-306

January, 2020

Page 5

5156563

This dealer provided a close up view of the front
and back of the mirror. What is good about
these photos is they are close enough for us to
be able to determine if there is any type of
impact damage on either side. Also the mirrors
are clean and the angle the photos are taken
does not give a reflection that obstructs the
view of the mirrors.
Examples of Incorrect/Bad Pictures
Provided

5156575

This dealer provided the full view of each wheel,
however it was at such a distance and angle
that the entire wheel could not be reviewed.

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January, 2020

Bulletin No.: 18-NA-306

5156577

This dealer provided the correct images,
however those images are not labelled as
required.

5156579

This dealer provided the full view of the seat
and a close up of the defect, however we don’t
know where on the seat this concern is.

Bulletin No.: 18-NA-306

January, 2020

5153197

This dealer took a photo from an angle that is
hard to determine any damage to the mirror.
If the customer has multiple concerns, a
separate PRA request must be submitted
through the CSMT App for each labor operation
processed.
• Ex 1. Customer has a concern with both front
seat bottoms and the 2nd row seat back driver
— there would need to be two (2) separate PRA
requests sent through the App. The first for both
seat bottoms (there is only 1 labor op), the 2nd
for the 2nd row seat back.
• Ex 2. Customer has a concern with wheels and
the driver seat back — there would need to be
two (2) separate PRA requests sent through
the App.
7. When all photos/videos have been taken, click the
back “