Bulletin No.:

Service Bulletin

Date:

12-00-89-003B
May, 2022

WARRANTY ADMINISTRATION
Subject:

Warranty Administration – Guidelines for Multiple Repairs with Independent Causes
(GM Canada Dealers only)

Models:

2023 and Prior GM Passenger Cars and Light Duty Trucks

Attention: The following guidelines should be used by your Service Management, Service
Advisor, Technician and Warranty Administrator.
This bulletin has been revised to include Model years up to 2023. Please discard Corporate
Bulletin Number 12-00-89-003A.

In rare situations, one customer concern can result in
the need to repair/replace two or more components.
When this occurs, it’s sometimes unclear which Labor
Code(s) should be applied to the transaction when
submitted to General Motors for warranty
reimbursement.
First it’s important to properly document an accurate,
detailed customer concern. The Service Consultant
should summarize each customer concern on separate
lines of the Job Card at the time of write up. A well
written description will answer the basic questions of
what, where, when and how whenever possible.
Multiple concerns can have one or more labor codes
depending upon the cause(s). If there are multiple
concerns and different causes aligned to each concern,
then each one should have a separate labor code. If
there are multiple concerns but only one cause, then
only one labor code should be used.

Copyright 2022 General Motors LLC. All Rights Reserved.

In most situations, the failed (causal) part will be the
only part that is replaced. Here are the guidelines for
alternate situations that may occur:
• When the causal part causes another part to fail,
then submit the transaction on one line using the
labor code associated with the causal part. If
additional labor time is necessary to repair
subsequent damage to other components, this
time is to be recorded as other labor hours (OLH),
not a second Labor Code. The Job Card should
identify the causal part, and all parts should be
claimed as one transaction. EXAMPLE: Leaking
battery acid damages a battery cable. The failed
battery caused the cable failure and therefore the
labor code for battery replacement would be used
for this transaction. The battery and cable are
replaced and claimed under this single labor code.
If necessary, OLH can be claimed for the cable
replacement. However, because the cables must
be disconnected at one end when replacing the
battery, there is no additional “diagnosis” time
allowed for the cable replacement, and the OLH
would be less than the full labor time allowance
associated with a cable replacement.

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May, 2022

Combined left/right or front/rear repairs or part
replacements are not normally necessary unless
specifically indicated in service information and
GM has determined both sides should be replaced
in pairs if the second side indicates wear. For
these repairs, the Labor Time Guide will include
either an add condition or a unique labor code for
both sides. If the technician believes both sides
should be replaced and there isn’t an add
condition or unique labor code, the generic labor
code should be used and the second part claimed
as a secondary part and the labor time as OLH.
The additional OLH time should be less than
replacing one side since the repair set up time
included in every labor time is not necessary. In
addition, if there is time to access the part that has
already occurred in replacing the primary part, that
time should be excluded. Follow straight time
clock on/off policies to document the incremental
time for the second part. The justification for
replacing the second side should be documented
on the repair order.
Bulletin or Labor Time Guide specifies one
labor operation to use: The exception to the
above situations would be if the Labor Time Guide
or a Service Bulletin provides a labor operation for
“both” or “all” parts involved in a particular repair,
that labor operation and the published time should
always be used. EXAMPLE: GM dictates a repair
process for replacing both sides (pairs) when only
one side failed. If a situation arises where only one
labor code is listed and the repair is for both left
and right (or front and back), then use the
published labor code and put the additional labor
time for the opposite side repair in OLH.
Overlapping labor operations: The Labor Time
Guide provides the base time allowed for each
individual labor operation. When two or more

Bulletin No.: 12-00-89-003B

repairs are performed that have some labor time
“overlap,” or common procedures, the time
submitted on the transaction should be reduced
accordingly to allow for the overlap. EXAMPLE: A
customer has a concern about underhood rattling
noises. The technician diagnoses the cause as a
faulty serpentine belt tensioner. During
replacement, the technician discovers the torque
axis mount is broken. The Service Manual
procedure directs the technician to R & R the
torque axis mount in order to properly torque the
serpentine belt tensioner. In this example, the time
to remove the torque axis mount is built into the
serpentine belt tensioner labor code. The
replacement of the mount would be considered
100% labor overlap, so the claiming of additional
labor time is not appropriate.
For paint repairs involving multiple panels, paint
mix time can only be claimed once. Include paint
mix time on one of the repair lines, and the labor
time for each additional panel on separate lines.
As a reminder, Section 3.2 of the GM Canada Service
Policies and Procedures Manual reviews job card write
up process. Any exceptions to this must be brought to
the Service Manager’s attention by the technician
before repairs are performed. Service Management
inspection and documented pre-approval is required
when performing multiple repairs for one customer
concern (add-ons). Additionally, other labor hours
(OLH) claimed on a transaction must be supported by
separate technician time records, either electronically
or through time clock punches.
Please direct questions regarding this information to
your GM Representative or the Warranty Call center at
1-888-222-5545.

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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