Bulletin No.:

Service Bulletin

Date:

04-00-89-015U
March, 2020

WARRANTY ADMINISTRATION
Subject:

Required Operating Procedures – 8 Points (U.S. Only)

Models:

2020 and Prior GM Passenger Cars and Trucks

Attention: This service bulletin does not apply to GM of Canada Service Agents. GM of Canada
Agents should reference the General Motors of Canada Company Service Policies and
Procedures Manual.
This bulletin has been revised to add the 2020 Model Year, update the text in multiple
sections and update the GM Service Policies & Procedures Manual references throughout
the bulletin. Please discard Corporate Bulletin Number 04-00-89-015T.

The following 8 points are taken from the GM Service
Policies & Procedure Manual (P&P). They represent
key GM requirements for service operations. For
complete details of all policies and procedures, please
refer to the GM Service Policies & Procedures Manual
using the “Sales, Service, & Parts Policy and
Procedures” Quick Link in the Service section of
GlobalConnect.
These are minimum control requirements for work
performed on behalf of GM. Dealers have the discretion
to establish more stringent control requirements for
their dealership with regard to work performed on
behalf of GM, as well as customer pay and
internal work.

1. AUTHORIZATION TO PERFORM
REPAIR(S)
Each job card for work performed on behalf of GM must
be signed by the customer authorizing the Service
Agent to perform the requested service/repairs.
Authorization must be obtained at initial write-up and
prior to any repairs being performed. An authorization
to perform repairs statement must be included on every
job card. It is this statement customer(s) must
acknowledge (see example below).

“I hereby authorize the repair work above to be done
along with the necessary material and agree that you
are not responsible for loss or damage to the vehicle or
articles left in the vehicle in case of fire, theft, or any
cause beyond your control or for any delays caused by
unavailability of parts or delays in part shipments by the
supplier or transporter. Thereby grant you or your
employees permission to operate the vehicle herein
described on streets, highways or elsewhere for the
purpose of testing and/or inspection. An express
Copyright 2020 General Motors LLC. All Rights Reserved.

mechanic’s lien is hereby acknowledged on above
vehicle to secure the amount of repairs hereto.” Any
warranties on products sold hereby are those provided
by the manufacturer. The seller hereby expressly
disclaims all warranties, express or implied, including
any implied warranty of merchantability or fitness for a
particular purpose and the seller neither assumes nor
authorizes any other person to assume for it liability in
connection with the sale of said products. Any limitation
contained herein does not apply where prohibited
by law.”
_________________________________
Customer Signature

There is to be a clear understanding of responsibility for
all charges at the time the job card is written and while
the customer is present. Customer must be provided a
copy of the initial write-up document.
Acceptable Customer Signatures
• Customer signature under the authorization to
perform repair statement on the job card at the
time of original write up.
• Early bird envelope or drop off form completed by
the customer. The early bird envelope or drop off
form must be attached to the job card.
• Documentation such as a hand-written note or
email provided by the customer prior to the initial
job card write up documenting the service
requests. The documentation must be attached to
the job card.

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March, 2020

Signed pre-write up worksheet, as long it contains
all required information (refer to the GM Service
Policies & Procedure Manual Article 6.2.2). The
pre-write up worksheet must be attached to the
job card.
Electronic authorization (e.g. obtained by tablet),
as long as it is obtained prior to the repairs being
performed and customer acknowledges
authorizing the repairs. E-signatures must be
transferred to the job card and subsequently
deleted.

Customer Authorization Unavailable
• If Service Agent is unable to obtain one of the
above acceptable customer authorizations,
service management must state the reason and
sign on the authorization line on the job card, prior
to any repairs being performed. Service
management approval (explanation, date, time,
and signature/initials) is required.

Bulletin No.: 04-00-89-015U

•

Service Agent-owned vehicles, including new and
used vehicles in inventory, service management is
to sign the job card authorizing the work prior to
repair. Service management approval
(explanation, date, time, and signature/initials) is
required. PDIs and Required Field Actions (ZFAT
and ZPDI Transaction Types) are excluded from
this requirement.
Reference: GM Service Policies & Procedures Manual
Article 6.2.2

2. SERVICE MANAGEMENT
APPROVALS AND TRANSACTION
AUTHORIZATIONS
Service management approval in the form of a
signature (or initials), date, time and explanation
documents the supervision and consent of Service
Agent facility service management for all scenarios.
Service Management Approval Required
The following authorizations must be documented on
the job card separately.

Item

When Authorization is
Required

Other Related Requirements

Customer Signature Not
Available

Prior to Work Being
Performed

Service Management approval must explain why the customer signature
was not available.

Warranty on DealerOwned Inventory

Prior to Work Being
Performed

Excludes ZFAT and ZPDI Transaction Types. Service Management must
also sign on the authorization to repair line of the job card.

Added Operation
(Add Ons)

Prior to Work Being
Performed

Must be first inspected and verified by service management before it is
added to the job card. Includes added operations when servicing dealerowned inventory (excluding added lines for open Required Field
Actions). Customer authorization required prior to work performed.

When two or more of the following situations apply to
the same job card, Service Management may
document a single authorization (Signature/initials,
date, time) with a separate explanation to support each
item authorized.
Item

When Authorization is
Required

Other Related Requirements

Other Labor Hours (Auth
Code E)

Prior to First Transaction
Submission

Service management is responsible for reasonableness of OLH
requested and validation that technician comments and time ticket
documentation support time requested.

Repeat Repairs –
Previous job card
(comeback) (Auth
Code R)

Prior to Transaction
Submission or at the
Time of First Rejection

Service Management is responsible for determining that current repair is
GM responsibility and not a result of previous improper dealer
workmanship or diagnosis. Authorization must explain how it was
determined that repair is not a comeback.

Repeat Repairs – Same
job card (Pyramiding)
(Auth Code R)

Prior to Transaction
Submission or at the
Time of First Rejection

Service Management is responsible for determining that all repairs on
the job card are GM responsibility and not a result of lack of proper
diagnosis.

Straight Time (ST)
Exceeding 2 Hours

Prior to First Transaction
Submission

Service management is responsible for the reasonableness of straight
time requested.

Policy Adjustments (Auth
Code A)

Prior to First Transaction
Submission

Any dollar amount outside of the GM participation range provided by the
Policy Evaluation Tool will require pre-approval via the Empowerment
Portal.

Auth Codes H (excess
net amount), P (excess
part amount), and M
(odometer discrepancy)

Prior to Transaction
Submission or at the
Time of First Rejection

Service Management explanation must support reason for authorization
request.

Bulletin No.: 04-00-89-015U

March, 2020

Page 3

Customer
Reimbursements up
to $1000

Prior to First Transaction
Submission

Refer to the GM Service Policies & Procedures Manual Article 6.4.1 for
details.

Vehicle payments up to
$1000 (Labor Op
0600005)

Prior to First Transaction
Submission

Refer to the latest version of Service Bulletin 11-00-89-005 for details.

Incidental expenses up
to $500 (Labor Op
0600015)

Prior to First Transaction
Submission

Refer to the latest version of Service Bulletin 11-00-89-005 for details.

Wholesale Pre-Approval Required via the
Empowerment Portal
Dealer pre-approval requests must be submitted via the
Dealer Aftersales Empowerment Portal on
GlobalConnect.
Item

When Authorization is
Required

Other Related Requirements

Policy Adjustments (Auth
Code A) outside of the
GM participation range
calculated by the Policy
Evaluation Tool

Prior to Repairs

A copy of the Policy Evaluation Tool result and the approved portal
request must be attached to the transaction. The Policy Evaluation Tool
must be ran for each repair/transaction.

Car Rentals 7 or
more Days

By Seventh Rental Day,
and Final #Days prior to
First Transaction
Submission

Rental days must be supported by the repair performed. Day by day
time-line of rental and repair status required. SPAC case number, if
applicable, must be provided.

Vehicle Payments over
$1000 (Labor Op
0600005)

Prior to Repairs

Refer to latest version of Service Bulletin 11-00-89-005 for related
policies.

Incidental Expenses over
$500 (Labor Op
0600015)

Prior to Repairs

Refer to latest version of Service Bulletin 11-00-89-005 for related
policies.

Use of a Non-GM Part for
any Repair Covered
by GM

Prior to Repairs

Refer to the GM Service Policies & Procedures Manual Article 1.1.2 and
Article 3.8 for disclosure requirements.

When a Repair is More
Cost Effective but an
Engine or Transmission
Assembly is Replaced for
Customer Satisfaction

Prior to Repairs

DO NOT check "Customer Enthusiasm" indicator on the transaction
unless absolutely no defects were found in any vehicle component.

Any Policy on a Vehicle
Covered by an
Aftermarket Service
Contract

Prior to Repairs

Service Management must validate that repair is not covered by an
active service contract.

Any Policy on a Buyback
Vehicle

Prior to Repairs

Use of Policy Evaluation Tool still required

CPO Repairs involving a
CPO Restricted Labor
Operation

Prior to Repairs

Refer to CPO Program Information

Warranty Block Override

Prior to Repairs

Refer to the GM Service Policies & Procedures Manual Article 4.7 for
details on which repair types require approval

Courtesy Transportation
outside of warranty
during Field Action
repairs when the Field
Action Bulletin does not
include provisions for
Courtesy Transportation

Prior to Providing
Courtesy Transportation

Per the GM Service Policies & Procedures Manual Article 4.4 and Article
10.10 and latest version of Courtesy Transportation Service Bulletin 0700-89-037.

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March, 2020

Bulletin No.: 04-00-89-015U

Warranty Support Center (WSC) Approval Required
The following claim types must be routed for “GM
Authorization” in Global Warranty Management.
Item

When Authorization is
Required

Other Related Requirements

Tire Replacements over
12,000 Miles

At time of Transaction
Submission

Transaction must contain the tire proration amount in the Service Agent/
Customer Participation field. Deviations from proration must be
supported with solid business case.

OLH Amounts (Auth
Code E) Beyond Dealer
Empowerment Limits

At time of Transaction
Submission

WSC may require attachments to support the OLH request.

Customer
Reimbursements
over $1000

At time of Transaction
Submission

Refer to the GM Service Policies & Procedures Manual Article 6.4.1 for
policies related to customer reimbursement.

Authorizations R, H, P
and M Beyond Dealer
Empowerment Level

At time of Transaction
Submission

Service Management explanation must support reason for authorization
request.

The Service Agent must designate one person
responsible and accountable for all approvals issued by
service management. This would be the service
manager or service director. When portions of
responsibilities are delegated to other members of
service management, those who become empowered
are to be salaried members of the service management
team, responsible for supervision of employees, the
performance of the service department, and the
responsibility for administering the GM warranties.
Service technicians, dispatchers, warranty
administrators, other support, or hourly personnel are
not to be empowered for these types of management
approvals. All such delegation of approval must be
monitored by the service manager or director, on a
routine basis, for compliance with GM Service Policies
and Procedures.
Reference: GM Service Policies & Procedures Manual
Article 6.4

3. DETAILS OF CONCERN, CAUSE AND
CORRECTION
Details of Concern
Details of each customer concern are to be noted at the
time of job card write-up by recording the customers'
problem description. The service advisor is responsible
for confirming each customer concern as written on the
job card. Vague descriptions such as "repair oil leak,"
"engine stalls," “install SOP”, “repair noise” or coded
descriptions of customer concerns are not acceptable.
If a customer concern is added on after initial write-up,
the service agent is required to follow the requirements
of the GM Service Policies & Procedures Manual
Article 6.2.4.
Details of Cause
The technician must document on the shop copy of the
job card all on-board diagnostic trouble codes (DTCs),
test equipment readings, suspension alignment before/
after readings, brake rotor/drum before/after readings,
appropriate specifications, adjustments, circuit
numbers, descriptive locations and indicators. Coded