Service Bulletin

Bulletin No.:

18-NA-306

Date:

May, 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 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 an App (CSMT- Certified
Service Mobile Toolbox) to submit an authorization
request prior to replacing any of the components listed
above under warranty. The dealer utilizes the App to
submit details and photos of the condition to GM for
review. Once the request is reviewed, a decision of
accepted (warrantable), rejected (non-warrantable) or
rework (more information required) 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 and must include the pre-authorization
number on approved warrantable claims.
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: For Canadian dealers in the province of Quebec,
French language is available for CSMT app released
after May 24th, 2021.
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 in the left-hand menu to create and
submit your request.

Page 2

May, 2021

The CSMT App is free and available for use on select
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.
Current operating system (OS) requirements are as
follows:
Apple (iPhone): OS Versions 12, 13 and 14 supported
Android: OS Versions 8, 9, 10 and 11 supported
*If you cannot upgrade to an OS above, and have
Android OS 6/7, please contact the GlobalConnect
Helpdesk at 888-337-1010, prompt 1, sub prompt 2 to
acquire a past version of the App with updated security
measures.
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 > Authorizations). In
Canada, to the “CSMT” tab on the Warranty
Administration home page in GlobalConnect.
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 left- hand main menu.

Bulletin No.: 18-NA-306

2. Enter the last 8 digits or the full 17 digit VIN into the
first field. Alternatively, you can select the scan
button, choose text and scan the VIN behind the
windshield or choose QR/Bar Code and scan the
QR code located in the driver side door pillar.
Note: VIN confirmation and/or lookup will occur after
hitting validate, prior to moving to the next PRA form
page. 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 odometer reading. The odometer reading
entered must match the odometer reading shown
in the photo (see section below).
4. Select the component type and the defect type
from the available drop down menus.
• Some components may have an additional drop
down appear prior to moving onto the
defect type.
5. Click the “Validate” button. This is when the
above-mentioned lookup/checks occur.
6. You will be taken to the second PRA form page
where the above information is listed.
7. The next two fields ask to describe the customer
concern and requested repair. Please be sure to
provide as detailed description as possible, it is
important for our specialists understanding.
8. Include the job card number in the field provided.
9. Click on the camera icon. Once in the gallery, click
“Add Media” and take the necessary photos, and
video if required, of the component. All necessary
photos and video can be taken once Add Media is
clicked, no need to return to gallery in between.
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.
Required Photos:
• 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

May, 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

May, 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

May, 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

May, 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

May, 2021

5153197

This dealer took a photo from an angle that is
hard to determine any damage to the mirror.
Important: 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.
10. When all photos/videos have been taken, click the
“Done” button on the left-hand top of your screen.
11. On the Gallery page you will be able to review your
photos.
• A short tap will enlarge your photo, where you
will see that the VIN, date and time are
watermarked on the lower right of each photo.
• A long press will display the delete option
(garbage can in upper right corner), and you
can choose any photos desired to be deleted,
then click the garbage can.
12. When satisfied with the quality of photos and
video, tap “” to view the Requested Details page.
• The second point down, after Status, is PRA Team
Comments. Here you will find what the PRA
specialist is requesting you return, in order to
receive an Accepted or Rejected decision.
• Click “Rework” in the upper right-hand corner to
be taken to the Required Details page. You will
have the ability to edit the customer concern and
observations field, the requested repair field and
job card number field.
• Here you can add additional requested photos
(minimum one) as well as add any comments
that will go back to the specialist reviewing
your submission.
• Clicking “Next” will take you to the Review Report
page, where you can review your Rework
submission. You can either go back with “