Bulletin No.:

Service Bulletin

Date:

20-NA-138
March, 2021

WARRANTY ADMINISTRATION
Subject:

Warranty Administration – Engine and Transmission Assembly Replacement
(U.S. Only)

Attention: Vehicles with Transmissions that contain High Voltage Electric Drive Motors are
exempt.
Note: Canadian Dealers should refer to Service Bulletin #16-NA-338.
Brand:

Model:

Buick

GM
Passenger
Cars and
Light Duty
Trucks
(U.S. Only)

Cadillac
Chevrolet
GMC

Model Year:

VIN:

from

to

from

to

2005

2021

—

—

Involved Region or Country

Transmission:

—

—

United States

Policies Applicable to All U.S. Dealers
for Engine and Transmission Assembly
Replacement Under Warranty, Policy or
Customer Enthusiasm
Engine Calibration Verification: Complete the engine
calibration verifications prior to disassembly or
replacement per the following or other applicable
bulletins. As per each bulletin listed below, this
calibration information must be emailed to
[email protected]. Dealers will receive an email from the
Calibrations Group after the calibrations have been
validated as OEM. Attach the completed Calibration
Verification Number (CVN) to the job card and retain it
in the vehicle history file.
– 09-06-04-026: V8, HFV6, 2.0L LSY and 2.7L L3B
Gasoline Engines
– 20-NA-090: 2020-2021 2500HD/3500HD Duramax®
Diesel L5D, L5P Engines
– 17-NA-100: 2017-2019 Duramax® Diesel L5P
Engines
– 14-06-04-003: 2014-2016 Duramax® 6.6L
Turbocharged Diesel Engines
– 16-NA-325: 2.8 Duramax® Diesel Engines
Assembly Serial Numbers: Technicians must
document the serial numbers from the failed assembly
and the replacement assembly on the job card. When
submitting the transaction for payment, the serial
number of the failed assembly must be included in the
“Correction” field, and the serial number of the new
assembly must be submitted in the assembly part
number “Serial Number” field.
Copyright 2021 General Motors LLC. All Rights Reserved.

Engine:

Powertrain Contact Center (PCC): Dealers working
with the PCC on GM Performance Part repairs, or to
reimburse Independent Service Centers (ISC) for
assembly repairs, must continue to follow the existing
PCC processes. Please refer to Article 4.9 of the
Service Policies and Procedures Manual for applicable
policies.
Repair vs. Replace: Per GM Service Policies and
Procedures Article 5.15, dealers are to perform the
most cost economical repair when considering
assembly repair or replacement. GM recommends
Service Management involvement in all decisions
regarding replacement of an engine or transmission
assembly. Technicians must document on the shop
copy of the job card any verified symptoms, the cause
of failure and any DTCs. A cost comparison worksheet
is recommended to use in calculating the most
economical repair.
The Engine and Transmission Cost Comparison
Worksheets can be found at:
– Dealers in the United States: GlobalConnect Support
tab > TAC-PQC category.
– If it is determined that the most economical repair is
assembly replacement, dealers can proceed with
assembly replacement. It may be required to route
transactions to the Warranty Support Center (WSC)
if the transaction exceeds allowed limits for the
Service Agent.

Page 2

March, 2021

Part Restrictions: ALL dealers are required to contact
the Product Quality Center (PQC) for any assemblies
currently on restriction such as select transmissions,
gasoline and diesel engines or assemblies that are part
of an exchange program.
– Contact the PQC by opening a new case via Dealer
Case Management (DCM). From the DCM home
page, click on “New PQC Case” found on the
Technical Assistance tab.
– Product Quality Center (PQC) Contact Information
– Hours of Operation: Monday – Friday from 9:00 AM –
7:00 PM Eastern Time
– Email: [email protected]
– Phone: 1-866-654-7654
Assemblies Replaced for Customer Satisfaction:
There may be situations where an assembly can be
repaired for less cost than replacement, but due to
customer satisfaction reasons an assembly
replacement should be considered. In these cases,
dealer Service Management must receive pre-approval
for assembly replacement from GM.
Assemblies Replaced When No Cause of Failure Is
Determined: There may be situations where multiple
repair attempts and/or extensive diagnosis leads to no
identifiable cause of failure and for customer
satisfaction reasons an assembly replacement should
be considered. In these cases, dealer Service
Management must receive pre-approval for assembly
replacement from GM.
Assemblies Replaced Due to Subcomponent Part
Delays: There may be situations where transmission
components necessary to perform a repair are on a
parts backorder and for customer satisfaction reasons
an assembly replacement should be considered. In
these cases, dealer Service Management must receive
pre-approval for assembly replacement from GM.
When GM Pre-Approval is Required for Engine or
Transmission Assembly Replacement:
– DO NOT contact your District Manager Aftersales
(DMA/DMAR) for approval.
– Request pre-approval through the Dealer Aftersales
Empowerment Portal on GlobalConnect.
– Provide all required information. Be prepared to
include the following information: job card number,
VIN, mileage, how many times the vehicle has been
in for the concern, and number of days down.
– Business Reason comments should include if there
are any vehicle alterations or aftermarket parts, and
if the concern has been duplicated by your
dealership.
– Business Reason comments should indicate
assembly replacement direction from TAC due to a
known product issue, or per authorization from a
Brand Quality Manager (BQM) or a Field Service
Engineer (FSE), document the TAC case number (if
applicable) and/or BQM or FSE involvement (if
applicable).
– After obtaining approval, proceed with the repairs
and submit the transaction, attaching the approved
Dealer Aftersales Empowerment Portal request.

Bulletin No.: 20-NA-138

Submission of Warranty Transaction in
Global Warranty Management
When submitting the engine or transmission assembly
replacement transaction, follow these steps listed
below:
1. Scan the shop copy of the job card and attach it to
the transaction. Include technician time stamps in
support of diagnosis time or Other Labor Hour
(OLH) labor time requests.
2. Include any related CAC case numbers, BQM or
FSE notes and documents, and TAC case if
applicable.
3. If you used a Cost Comparison Worksheet, scan
and attach it to the transaction.
4. The transaction may require routing for GM
authorization (H route) to the Warranty Support
Center (WSC) for processing.
Parts Return Requests: If an assembly is requested
by the Warranty Parts Center (WPC), include all parts
with your return. Clearly mark or circle with a paint pen
the area of concern on the part such as a leak, crack,
premature wear or other defect. All fluids must be
drained prior to shipping. The engine oil filter must be
drained of oil, properly packaged and secured in a
plastic bag and attached to the engine assembly.
Engine and transmission assemblies must be
reassembled sufficiently to allow safe handling. Ensure
the engine or transmission are securely fastened to the
shipping crate or shipping container in order to prevent
damage or injury during shipment. The following must
be attached to the return shipping container:
– A legible copy of the shop copy of the job card
showing technician comments and containing the
serial number of both the failed assembly being
returned and the replacement assembly being
installed.
– A completed Calibration Verification Number (as
applicable).
– Refer to the latest version of WPC Bulletin
99-00-89-019: Global Warranty Management (GWM)
Warranty Parts Center (WPC) Parts Return Program
Information for more details.
Core Charges: Assemblies with core charges must be
retained for 72 hours beyond receipt of transaction
payment shown in the Global Warranty Management
System on the Transaction Summary Report. If a
Warranty Parts Center (WPC) part return request is not
received within 72 hours, the core can be shipped to
the Core Return Center.
Important: Agreement from TAC or PQC (based on the
information provided by the Dealer Service Personnel)
to replace an assembly does not constitute final
determination that the transaction meets all Service
Policy and Procedure requirements. General Motors
reserves the right to audit the transaction, consistent
with applicable law, to ensure compliance with
applicable Service Policies and Procedures.

Bulletin No.: 20-NA-138

March, 2021

Page 3

Version

2

Modified

Released June 23, 2020
March 11, 2021 – Added the 2021 Model Year and updated the Service Bulletin
references.

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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