Service Bulletin

Bulletin No.:
Date:

99-00-89-019T
June, 2020

WARRANTY ADMINISTRATION
Subject:

Global Warranty Management (GWM) Warranty Parts Center (WPC) Parts Return
Program Information

Models:

2020 and Prior GM Passenger Cars and Trucks (U.S. and Canada)

Attention: Parts Managers, Service Managers, and Warranty Administrators
This bulletin has been revised to update the Required Documents bullet under Common
Terms, A2 and A12 under FAQs-Canadian Dealers, Appendix H. Shipping Process for
Non-Hazardous Parts: U.S. Only, last sentence in first paragraph under Failed Part with a
Core - Return Policy and some screenshots in Appendix sections. Please discard Corporate
Bulletin Number 99-00-89-019S.

Table of Contents
1. Warranty Parts Center (WPC) Process Overview
and Introduction
2. Parts Retention
3. Documentation Requirements
4. Service Agent Requirements
5. Understanding Service Agent Notifications,
Feedbacks, and Debits

Appendix
A. Global Warranty Management - System Access
B. Using Global Warranty Management
C. Understanding Service Agent Notifications
D. Accessing Service Agent Summary Details
E. Shipping of Parts and Safety Protocol
F. Parts Preparation – Regular and Special Part
Requests Non-Hazardous Materials: U.S. and Canada
G. Parts Preparation - Regular Part Requests
Hazardous Materials: U.S. Only
H. Shipping Process for Non-Hazardous Parts:
U.S. Only
I. Shipping Process for Non-Hazardous Parts:
Canada Only
J. Shipping Process for Hazardous Parts: U.S. Only
K. Shipping Process for Document Only Requests: U.S.
and Canada
L. Shipping Process for Special Part Request Expedited Overnight Shipping: U.S. Only
M. New Model Exchange Program Parts
N. Exchange Program for Electronic Products

Copyright 2020 General Motors LLC. All Rights Reserved.

O. Tire Warranty Transactions
P. Out of Warranty Part Return Requests - Engineering
Investigation
Q. WPC Return Reimbursement - Administrative
Allowance Postage and Core
R. Accessing WPC Forms: U.S. and Canada
S. FAQs - U.S. Dealers
T. FAQs - Canadian Dealers

1. Warranty Parts Center (WPC)
Process Overview and Introduction
The GM WPC process is the common method used to
obtain parts replaced at Service Agents to better
understand and help resolve product issues. The WPC
will issue specific part return requests to Service
Agents through the Global Warranty Management
(GWM) system to obtain the desired parts. The Service
Agent must return the requested parts to the WPC
within 21 days. At GM, there is a continued focus on
product quality, fast issue identification, root cause
determination, correction and containment.
Returned parts are analyzed to determine the root
cause of the issue. These parts are analyzed by the
key stakeholders including Brand Quality, Engineering,
Suppliers, Production Plant, Assembly Plant and
Quality Management personnel.
Common Terms:
To become familiar with the terminology, review the
common terms below and their respective meanings:
• Service Agent = Retailer / Dealer / Dealership
• Job Card = Repair Order / Customer Service
Order

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June, 2020

Transaction = Warranty Claim
Transaction Number = Request Number / Claim
Number
Business Unit = GM US, GM Canada
Part Return Flag = A part requested by the WPC
through GWM
Required Parts = ALL parts replaced as part of a
transaction line.
Required Documents = All documents as required
per General Motors Policies and Procedures.
These include but not limited to: battery test
results, job cards (shop copy), and TAC/PQC
information.
Completed Job Card = A detailed complaint,
cause and correction. For requirements applicable
to these portions of the job card, refer to additional
information in the GM Service Policies &
Procedures Manual.
Causal Part = The part that caused the failure
determined by root cause analysis
Feedback = Information provided to a Service
Agent for: 1.) Information only or 2.) A claim that
will be debited.
GWM = Global Warranty Management System
Core Center = Hollingsworth

2. Parts Retention
Warranty parts must be retained for a minimum of 7
days from the transaction payment/process date before
scrapping. Field Action parts must be retained for a
minimum of 3 days (7 days in Canada) from the
transaction payment/process date. These retention
periods apply unless ONE of the following occurs:
• A Part Return Request is received via notification
on the Service Agent’s Global Warranty main
page (most common), and/or by fax or e-mail in
rare situations pertaining to launch exchanges
• A Special Part Return Request is received either
via notification on the Service Agent’s Global
Warranty main page (most common), and/or by
fax or e-mail in rare situations pertaining to launch
exchanges
• A part that has a core charge needs only be
retained for 72 hours from the transaction
payment/process date before returning to the core
return center with the exception of the Electronic
Service Center (ESC) parts, which can be sent
back to the ESC immediately after replacement.
• Parts are scrapped by a GM representative

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

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Parts are taken from the Service Agent per the
direction of a person listed on the Special Part
Request and a completed Special Part Request
was provided
• Service Agent is a Certified Elite Dealer (USA only
- see below)
If the part is past the retention period and/or none of the
above apply, parts must be scrapped/destroyed locally
so they can never enter commerce. Parts with core
charges should be returned to the appropriate core
return center. Under NO CIRCUMSTANCES are
warranty/policy parts to be sold for salvage value or
installed on ANY vehicle sold at retail, wholesale or
salvage, or used in ANY other application.
Certified Elite Service Agents - United States Only
Elite Service Agents should refer to their “Certified
Elite” letter, they received regarding exceptional
performance in certain Fixed Operations metrics.

3. Documentation Requirements
Job Card Information is critical to analyzing product
issues. The more detail that is included the better the
results.
Use the following documentation guidelines to help
expedite the review process, identify issues faster and
reduce the likelihood of receiving a Service Agent debit.
Provide all of the following if applicable.
• Accurate and detailed information regarding the
customer complaint.
• List ALL dealer technician comments regarding
the root cause of failure with document ID
numbers, test results, diagnostic trouble codes,
TAC case number, assembly serial numbers,
measurements, etc.
• Any characteristics or symptoms of the fault that
were observed.
• Operating conditions that were observed when the
fault occurred such as: Scan Tool Data Snapshot
information, weather, temperature and altitude.
• Attach Scan Tool Data Printout / Snapshot,
diagnostic worksheets and all substantiating
service documents with the Job Card that is
returned with the part. Also include the TAC and/or
PQC case numbers.
• Any required documents (shop copy of completed
job cards, diagnostic worksheets, etc.) per the GM
Service Policies & Procedures Manual Supporting
Documentation.
Provide any documentation regarding GM
representative involvement such as the Field Service
Engineer, Brand Quality Manager, District Manager
Aftersales/District Manager Combined (DMA/DMC), or
in Canada the District Manager - Customer Care and
Service Process.

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

June, 2020

4. Service Agent Requirements
The GWM system matches the Part Return Requests’
criteria with warranty transactions from performed
repairs and administers part return flags on your GWM
Main page. All Part Return Requests are transmitted
daily when the transactions are paid. “Special Part
Return Requests” may not occur at the time of the
transaction payment.
• To ensure the Service Agent is returning the parts/
documents in a timely manner, the Service Agent
must be able to substantiate shipment within 10
days from the WPC part return required date.
• Special Part Return Requests (USA only) also
fall under the 10 day return requirement. In
Canada the Special Parts Request Process is
not available. If a part in Canada is critically
required, contact [email protected] to
make your request.
• If the Service Agent fails to return all of the parts/
documents or the WPC does not receive them
within the 21 days, the claim will be subject to a
debit.
• If required documents are missing and all the
parts were received, the WPC status in GWM
will be updated to show “Received – Missing
Required Parts/Documents” so it is imperative
the Service Agent reviews status in GWM on a
daily basis.
• To prevent this issue from occurring, the
Service Agent is required to attach all required
documents in GWM.
• The following are applicable to Special Parts
Return Request (USA only): incorrect parts,
incomplete returns, missing supporting
documents (i.e. job card)
• If the Service Agent did their due diligence in
returning ALL the parts (shipped within 10 days of
notification), and the part was not received within
21 days due to a transportation issue which
resulted in a pending debit, the Service Agent:
• Needs to review all the documents to ensure
they support the contention it was a
transportation issue.
• Needs to send all supporting shipping
documents (Bill of Lading, PC302C – Canada
only, tracking number, request/transaction
number, etc.) along with the attached Form A
(in GlobalConnect under Service Forms) to the
Warranty Parts Center at
[email protected].
• Form A MUST be received by the WPC within
21 days from the WPC Part Required
Request date.
• If it is validated as a shipping issue, the WPC
will suspend the debits for the shipping issues.
If it was not a shipping issue, a debit will be
issued.

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If the Service Agent returned the core to the Core
Center - In order to receive consideration for the
claim not being debited, it is the Service Agent’s
responsibility to:
• Contact the Core Center and attempt to have
part sent to the WPC.
• Incur the shipping costs.
• Parts not received by the due date will be
subject to debit.
• If the Service Agent experienced a catastrophic
event (Acts of Nature, or insurance related events
that prevent a Service Agent from returning parts)
they need to complete Form B in the Appendix
section, and contact their DMA/DMC (U.S.) or
DMCCSP (Canada) immediately for escalation to
the regional office.
• If the Service Agent returned the incorrect part to
the WPC the following process needs to be
followed. This is, if and only if, the WPC can
receive the correct part within the 21 days:
• Contact the WPC to see if the incorrect part
has already been inspected. If so, the inspector
may not want the correct part returned and the
debit will stand.
• Ensure the original request/transaction number
and documents/parts are included in the
shipment. The WPC is not responsible for
traceability of any parts/documents.
• The correct part must be received by the WPC
within the 21 days.
• If the incorrect parts were received, the WPC
status in GWM will be updated to show
“Received – Missing Required Parts/
Documents” so it is imperative the Service
Agent reviews status in GWM on a daily basis.
When the GWM Part Return Required Request cannot
be fulfilled for a number of reasons such as: The repair
was an adjustment, fluid-add only, the part was missing
when the vehicle was presented by the customer, or
there is a valid reason why the Service Agent cannot
return a part, the following actions MUST BE
performed:
• Service Agent must ensure the correct labor code
was utilized
• For Fluid Only or No Part on Transaction to return,
e-mail the completed WPC Parts Waiver form to
your designated Warranty Support Specialist at
the Warranty Support Center.
Safety
Safety is considered to be a foundational commitment
by General Motors and it is never to be compromised. It
is imperative each and every Service Agent follows
federal, state, local, and General Motors shipping
policies.

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June, 2020

Hazmat (U.S. ONLY)
• If a Service Agent is found in violation of
Dangerous Goods shipping protocol for any
reason, the claim will be debited. A person who
knowingly violates a requirement of the Federal
Hazardous Material Transportation Law is liable
for a civil penalty of up to $81,993 for each
violation or not more than five years in jail or both.
Each day of the violation constitutes a separate
offense.
• Service Agents must follow the Hazmat shipping.
Hazmat/Dangerous Goods (Canada ONLY)
• WPC will not request “Hazardous/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.
Canadian Service Agents should contact Warranty
Parts Centre if they receive a WPC request for
parts classified as “Hazardous/Dangerous
Goods.” Transportation of Dangerous Goods
regulations must be followed. Persons violating
Transportation of Dangerous Goods regulations
are subject to fines and/or imprisonment.
Non-Hazmat/Non-Dangerous Goods (U.S. and
Canada)
• Properly protect and package all returned parts in
original CCA packaging so they are not damaged
when received at the WPC. All parts should be
returned to the Warranty Parts Center in original
packaging. For example, with an engine
assembly, the pallet and cardboard box are both
necessary. Service Agents will be debited $100 or
the entire amount of the transaction (depending on
the safety situation) for failure to return in a crate/
box/container.
• ONLY use boxes WITHOUT hazardous material
marking and labeling to return Non-hazardous
material parts. Incorrect usage of these boxes can
cause delay in receiving at the WPC, and may
result in the transaction being debited.
• Parts containing or soaked by fluids, such as oil,
MUST be thoroughly drained, wiped clean and
placed in an appropriate packing container and
securely packaged to prevent leakage or
contamination. Transfer all caps and plugs from
the new part to the replaced part before shipping.
If parts are received at the WPC with fluids such
as oil or fuel, the part WILL NOT be accepted as
“Received” and the transaction will be debited.
• Service agents will be fully debited by General
Motors for the entire warranty claim each and
every time there is a violation of Hazardous
Material/Dangerous Goods Transportation
legislation.
• Transactions will be debited if the requested core
parts are not returned to the WPC.

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

5. Understanding Service Agent
Notifications, Feedbacks and Debits
Brand Quality Managers and engineers inspect the
returned components for quality issues. If during their
inspections they find:
• The part/component was found to be defective:
• The part will be scrapped or if it has a core it
will be sent to the Core Center.
• The part/component was found not to be
defective:
• A feedback and debit will be issued.
• Not all parts or documents (Cost Comparison for
any assembly replacement from dealers required
to contact the PQC, completed shop copy of job
cards, diagnostic information, etc.) were returned:
• A feedback and debit will be issued.
• The job card did not contain the Complaint,
Cause, and Correction information as required by
GM Service Policies and Procedures to
substantiate the repair. Vague comments such as,
“broken”, or “customer satisfaction”, are not
acceptable as they do not contain specific root
cause or correction information to substantiate the
repair.
• A feedback and debit will be issued.
• The shop copy of the job card did not contain all
dealer technician comments regarding the root
cause of failure with document ID numbers, test
results, diagnostic trouble codes, TAC case
number, assembly serial numbers,
measurements, etc.
• A feedback and debit will be issued.
• The shop copy of the job card is not compliant per
General Motors Service Policies and Procedures.
• A feedback and debit will be issued.
Automatic Debit Process
The auto-debit feature verifies entered criteria to
determine if and when to automatically debit a
Transaction that GM had credited.
The auto-debit events are classified into the following
categories:
Post Inspection
When an inspection of the part(s) determines them to
be non-defective, this will result in the Transaction
Status being changed to: Inspected - Non-defective.
Transactions will remain in Inspected - Non-defective
status for less than 24 hours.

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

June, 2020

Debits - Post Part Inspection - Pending Debit