Bulletin No.:

Service Bulletin

Date:

10-00-89-006H
May, 2021

INFORMATION
Subject:

Information for Dealers on How to Submit a Product Information Report (PIR)
(Canada Only)

Models:

2021 and Prior GM Passenger Cars and Trucks

Attention: U.S. dealers should refer to the latest version of Corporate Bulletin Number
02-00-89-002.
Attention:The CSMT (Certified Service Mobile
Toolbox) Phone App is available in English
language at this time. French language will be
introduced in an upcoming CSMT App release.
This bulletin has been revised to add the 2021 Model Year and information on the CSMT
Phone App. Please discard Corporate Bulletin Number 10-00-89-006G.

Dealers/Technicians play a key role in reporting product
issues via Product Information Reporting. The
timeliness and detailed information in these reports
proves to be extremely important to the product
problem resolution process. This bulletin will offer
information on how to submit an electronic Product
Information Report.

Guidelines for Submitting a Product
Information Report (PIR)
Product Information Reports are an important tool that
help us collectively identify and quickly address
emerging issues on our vehicles, particularly during the
launch of new programs.
A good rule of thumb when considering when to submit
a report is whether it meets the “3 Critical Points”
below:
Use the “Critical Points” listed below (as a guide) of
when to submit a report:
1. Critical Product Concern: Safety, no start,
walk-home condition.
2. Critical Timing: Safety Concern, Vehicle in
dealership, Concerning plant build condition.
3. Critical Information: Safety concerns, vehicle
currently at dealership with issue present,
assembly plant issues.

Copyright 2021 General Motors LLC. All Rights Reserved.

In addition to the examples of critical conditions noted
above, product information reports can also be helpful
for communicating:
• Wire harness routing causing damage (Critical
information communicated with photos)
• Emerging conditions that result in repetitive
repairs with no apparent service bulletin or PI
(Critical Product Concern)
• Significant issues not typically submitted as a
warranty claim (Critical Product Concern or
Critical Information)
• Vehicle operating normally but condition
unacceptable to the customer
• Critical issues found during Pre-Delivery
Inspection (PDI) or with GM Accessories
Note: Service Information (SI) Feedback, not Product
Information Reports, should be submitted for the
following:
•

Issues with Service Information (SI) repair
information
• Issues with the Technical Service or Preliminary
Information Bulletin
• Issues with the Labor Time Guide
Important: Be clear, accurate, professional and as
descriptive as necessary to help others fully
understand the issue.

Page 2

May, 2021

Submitting a Product Information
Report (PIR)
•

Submit Product Information Reports (PIRs) using
one of the two electronic PIR forms located in GM
GlobalConnect.
Note: There are two methods recommended and a
third legacy method available for submitting a PIR to
General Motors of Canada Company (GMCC).
2.1. The Enhanced PIR form uses an on-line
submission process, where the form is
completed while logged onto
GlobalConnect, and sent to GMCC using a
“Submit” button at the bottom of the page.
2.2. The new option is the CSMT Phone App that
allows you to send PIRs from your phone
with photos or video.
2.3. The legacy PIR form is completed, saved to
the computer hard drive and e-mailed to
GMCC. With the legacy form, a copy of the
blank form can be saved to your local hard
drive, by selecting the save Icon from the
PDF form header
Important: Submit only one PIR for each product
condition. Additional VINs demonstrating the same
product condition should be included on the same
report in the field labeled "Additional VIN #s with same
condition."
Photos
Photos should:
• show a clear close up (or multiple), and a distance
photo so it is clear where on the vehicle the issue
is located
• use a pointer (finger/pen) to guide the viewer
where to look (when necessary)

Completing the Enhanced PIR Form
The Enhanced PIR form is accessible thru an APP
located in the Service Department page of
GlobalConnect. The APP is named Product
Information Report Online (PIR Online).
Note: The Partner Security Coordinator for your
dealership MUST enable this APP so that each member
of the dealer service staff will have access to this
enhanced PIR form. If the app is not available to you
then request access through the APP CENTRE (locate
and click the APP icon; click “Request Access”).
The Enhanced PIR form is titled Product
Information Report Online (PIR Online )
The electronic Product Information Report (PIR) form
contains fields to record the following information:
• Dealer code or BAC code
• Dealer contact (name of person making report)
• E-mail address*
• Job Card or Repair order number
• Odometer (KMs)
• Labour operation (if known)
• VIN (mandatory - include all 17 digits)
• Additional VIN #s with same condition

Bulletin No.: 10-00-89-006H

• Condition (customer description)
• Cause
• Correction
• Part number and/or part name
• Three Attachments fields**
* When a valid e-mail address is entered, a copy of the
completed form will automatically be sent to the e-mail
address indicated, as a confirmation that the report was
received by General Motors.
Submission Process for Enhanced PIR Form
• Complete Form
• Insert and attachments as required
• Press the “SUBMIT” button at the bottom of
the page

CSMT Phone App PIR
(see below regarding how to get the App on your
phone)
Note: You need to take the phones/video while in the
processes of completing the PIR (can’t use saved
photos).
1. Once logged into the CSMT application, select PIR
from the Menu.
2. Enter the last 8 digits of the VIN (or full VIN
or scan).
3. Odometer and Condition are mandatory
4. Enter additional information (Cause, Correction,
Job Card, TAC Case #, Part #, Comments).
5. Tap camera icon to add photo(s) and/or a video to
help describe the issue.
5.1. If photos/video are taken, you will end up in
“Gallery.”
• If in Gallery and done with images, hit the
back arrow to the left of “Gallery.”
6. Click Next.
7. VIN confirmation and/or lookup from last 8 will
occur on final step prior to submission of report.
8. Review your submission.
9. Click Next.
10. Send the PIR email.
11. A three second screen thanking you for your
submission will appear.
Getting the App
Apple - Go to the App Store, search for and download
the CSMT app
Android – Go to the Play Store, search for and
download the CSMT app

Bulletin No.: 10-00-89-006H

May, 2021

Apple or Android Install:
1. Once downloaded and opened, the app will ask to
send you notifications. Click “Allow” to finish the
install.
2. Login as “Dealer” and then input the same
Username and Password that is used to access
Global Connect.
• If you can’t remember your password, use the
“FORGET PASSWORD” link on the GC login
screen.
• If this does not work, the employee must work
with the Dealership PSC or PSA administrator
to review your system credentials.
3. You can ‘Enable Touch ID’ during the first login or
enable it later within the App menu ‘Settings.’
4. Read and accept the Privacy Statements.
5. Fill in your Profile information.

Completing the Legacy PIR Form
The Legacy PIR form is located within the Service
Forms application. Navigate to Service Department
page of GlobalConnect and choose the APP named
Service Forms, then select the tab for General
Information and scroll down to find the Product
Information Report Form.
The electronic Product Information Report (PIR) form
contains fields to record the following information:
• Dealer code or BAC code
• Dealer contact (name of person making report)
• E-mail address
• Job Card or Repair order number
• Odometer (KMs)
• Labour operation (if known)
• VIN (mandatory - include all 17 digits)
• Additional VIN #s with same condition
• Condition (customer description)
• Cause
• Correction
• Part number and/or part name

Page 3

USER TIP
A local copy of the blank PIR REPORT FORM can be
saved to your computer desktop for easier submission
of future reports. To save a copy of the blank form to
your computer desktop, open the PIR form on GM
GlobalConnect as usual and then save a copy by
selecting the save Icon from the PDF form header. A
pop-up dialog box will then open. Choose your desired
file destination as "Desktop" and rename the file
Product Information Report, and the click "Save." You
will now be able to quickly locate and open your local
copy of the blank form by simply clicking on the saved
PRODUCT INFORMATION REPORT form located on
your desktop.
Submission Process for Completed Legacy
PIR Form
1. Complete form and save this document on your
hard drive.
• Select "File - Save As.”
• Rename the file.
• Save document on the desktop or in a folder.
2. Create an e-mail to send PIR.
• Address e-mail to [email protected].
• On the "Subject" line, enter the model year and
vehicle type (e.g. 2010 Camaro).
• Attach the PIR form in ‘pdf’ format.
• Attach photo, audio or video files**(optional if
applicable).
• Send the e-mail.
**Acceptable File Formats:
• Photo images - JPG format (For photo advice,
please refer to the latest version Corporate
Bulletin Number 07-00-89-036)
• Audio files - WAV format
• Video files – the standard Movie or Video formats
of most digital cameras are acceptable (for
example: AVI, MOV, MPG and MVI formats).
Important: The email system is unable to accept
messages with very large attachments. The total size of
all attachments should not exceed 10 MB. To minimize
the size of Video files, it is recommended to record with
the Movie image size set to 320 x 240 (commonly
referred as ‘320’ mode) and keep the recording time to
a minimum, typically 15 seconds or less.

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.

WE SUPPORT VOLUNTARY
TECHNICIAN
CERTIFICATION