18NA306 Service Bulletin/Repair Instructions

Service Bulletin
Bulletin No.:
18-NA-306
Date:
April, 2021
WARRANTY ADMINISTRATION

Subject:
Warranty Administration – Pre-Repair Authorization (PRA) Process and Information
Brand:
Model:
Buick
GM

Passenger

Cars and

Light Duty

Trucks
Cadillac

Chevrolet

GMC
Model Year:

from
VIN:

to
2021 and Prior
Involved Region or Country
to
—
Engine:
Transmission:
—
United States and Canada
Important: This bulletin is NOT applicable to Medium

Duty Vehicles.

Important: The PRA tool is now being utilized for

select field actions. Please be mindful of this when

processing field action bulletins, as it will be indicated in

the bulletin if it is necessary to submit via PRA, prior to

claim submittal.

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

• Select Field Actions

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.
Copyright 2021 General Motors LLC. All Rights Reserved.
from
Overview

The PRA process uses a pre-established App (CSMTCertified Service Mobile Toolbox) to submit an

authorization request prior to replacing wheels, outside

mirrors, seat covers, steering wheels, and interior 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 device push notification, as

well as being documented in Global Warranty

Management (GWM). The dealer is provided a

pre-authorization number for each request to use for

claim submission if warrantable.

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.

Note: The Certified Service Mobile Toolbox (CSMT)

App is available in English language at this time. For

Canadian dealers in the province of Quebec, French

language will be introduced in an upcoming CSMT App

release.

Pre-Repair Authorization Tool

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.
Page 2
April, 2021
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.

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). In Canada, under the “What’s

New” tab.

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 to the CSMT App

select PRA from the main menu.

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. Additionally, a

Bumper to Bumper warranty check (in Canada, a Base

Warranty coverage check) and duplication of PRA

submission check will also occur at this point in the

process.

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.

6. Click on the camera icon and take the photos, and

video if required, of the component. The app must

be used to submit photos with the PRA request.

Note: Up to 20 pictures can be taken and one 30

second video. This will allow documentation of all

concerns.

• 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
April, 2021
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.
Page 4
April, 2021
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, which

makes it easy to view and see the customer’s

concern.
Bulletin No.: 18-NA-306
April, 2021
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.
Page 6
April, 2021
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
April, 2021
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 “

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