Service Bulletin

Bulletin No.:
Date:

11-00-89-005W
April, 2023

WARRANTY ADMINISTRATION
Subject:

Warranty Administration – Dealer Empowerment for Goodwill, Customer Enthusiasm
and Policy (U.S. Only)

Models:

2024 and Prior GM Passenger Cars and Trucks

Attention: This Service Bulletin does not apply to ‘GM of Canada’ dealers.
This bulletin has been revised to update all sections related to applying GM Policy
assistance towards an out-of-warranty repair. Please discard Corporate Bulletin Number
11-00-89-005V.

As a dealer partner, General Motors empowers you
with the ability to utilize policy and goodwill tools as
deemed appropriate to satisfy and retain GM customers
that are loyal to their vehicle brand and your dealership.
This bulletin provides guidelines to further assist our
dealer employees in the utilization of these tools to
resolve customer issues while spending GM resources
in an effective and responsible manner.

Excluded and not eligible for the Goodwill,
Customer Enthusiasm or Policy Provisions
outlined in this Bulletin:
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Hummer H1
Saab
BrightDrop (refer to BrightDrop Policies and
Procedures)
Non-GM vehicles, including those covered by
CarBravo
Any used/pre-owned vehicle in dealer inventory
and/or any other vehicle owned by the dealer
entity.
2023 model year Escalade V, Corvette Z06,
HUMMER EV (or any further vehicle added) with
an “RV- Retention Vehicle Policy” voided/blocked
warranty code.

Copyright 2023 General Motors LLC. All Rights Reserved.

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April, 2023

Bulletin No.: 11-00-89-005W

Organizational Terms
The following chart should clarify the terms used to
describe various payment categories used to satisfy
customer requests for assistance. These terms will be
used throughout this bulletin.
Resource

Definition

Warranty

Vehicle repairs within the time and mileage limitations of the applicable warranty coverage
that are a result of a covered defect in materials or workmanship.
• Example: Window Regulator is replaced during the applicable New Vehicle Limited
Warranty.

Customer Enthusiasm

Vehicle repairs within the time and mileage limitations of the applicable warranty coverage
that ARE NOT the result of a covered defect in materials or workmanship.
• Example: Repair of a front air deflector due to customer not realizing how low it is.

Policy

Vehicle repairs outside of the applicable time and mileage limitations of the applicable
warranty coverage.
• Example: Wiper motor fails at 52,000 miles and GM pays for all or part of the repair cost.

Goodwill

Special Coverage

Assistance expenditures made to satisfy the customer.
• The term “Goodwill” does not refer to a vehicle repair. Repair outside of Warranty is
“Policy.”
• Goodwill is the term for the tools that are used to offset customer inconvenience or to
offer additional protection and peace of mind. Details of the Goodwill tools are found
later in this bulletin.
• Example: Customer has had to return to the dealership for a repeat connectivity
issue with OnStar and based on this customer’s unique situation, the service
manager deems it appropriate to offer an extension to the customer’s OnStar
subscription.
Extension of the warranty coverage of a specific vehicle component or system if an
identified non-safety related failure occurs.
• The necessary repair under a Special Coverage will be performed only if the Special
Coverage is noted in IVH under the applicable warranty section and the vehicle exhibits
the condition specified.
• Example: Extended coverage on the transmission shift cable for certain 3–5 wave plate
vehicles.

Goodwill Tool Guidelines
A variety of Goodwill Tools (listed below) are available
to dealer management for resolving customer issues
and maintaining customer satisfaction.
Dealers are NOT to use Goodwill Tools for the
following:
• Hummer H1, Saab, BrightDrop, or non-GM
branded vehicles
• 2023 model year Escalade V, Corvette Z06, and
HUMMER EV (or any further vehicle added) with
an “RV- Retention Vehicle Policy” voided/blocked
warranty code.
• Fleet/commercial owned vehicles that have been
delivered with Delivery Type 014, 020, 035, 036,
038, 040 (see IVH Vehicle Delivery Information
page to view vehicle Delivery Type)
• When the vehicle has an active Branded Title
showing in Investigate Vehicle History (IVH) and/
or Carfax
• To close a sale
• In delayed new vehicle delivery situations
• After 10 days from new vehicle delivery to resolve
a sales-related issue
• In any relation to the GM Card

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For or in conjunction with trade assist, or when
customers are involved in product allegations,
BBB, legal, or 3rd party intervention
For any fuel economy, DEF consumption, or EV
range concerns
For APR/lease dealer cash adjustments
For modifying vehicle content or adding non-GM
approved parts/accessories
When the cause of customer dissatisfaction is due
to dealer negligence
Goodwill Tools should not be used to resolve
situations that are otherwise eligible for Policy or
Customer Enthusiasm repair assistance

Goodwill Tools Available via the Dealer
Aftersales Empowerment Application
Important: Please note that some tools are not
available in certain states or for use in a stop sale or
recall situation. Contact your District Service or Sales
Manager (DVM/DSM) for further direction. Please
review all Guidelines posted on the Dealer Aftersales
Empowerment Application for additional eligibility
requirements.

Bulletin No.: 11-00-89-005W

April, 2023

•

My GM Rewards Points – Up to 50,000 points.
Customer must be enrolled in My GM Rewards
prior to submitting request.
• OnStar® – Plan upgrades or extension; past
subscriber activation.
• Service Voucher – Email issued to the customer
for $50 or $100 towards a one-time service or
maintenance visit.
• Component Coverage Letter (CCL) – Letter issued
extending coverage of a designated vehicle
component for a specific time frame (Not available
in CA, NH, or VT).
• Chevrolet, Buick, GMC, and Cadillac Protection
Plan – A service contract covering various vehicle
components & systems and issued for various
time and mileage intervals. Plans are eligible only
for vehicles under 36,000 miles. (Not available in
Puerto Rico, Guam, or Virgin Islands).
• Chevrolet, Buick, GMC and Cadillac Pre-Paid
Maintenance Plan – Available Pre-Paid
Maintenance Plans include oil changes, tire
rotations and fluid top-offs and more (Not available
in Puerto Rico, Guam, or Virgin Islands).
• GM Protection EV Pre-Paid Maintenance Plan –
Three levels of 36-month plans are available to
cover a variety of maintenance items on electric
models.
GM may modify available tools at any time. Refer to the
Dealer Aftersales Empowerment application in
GlobalConnect for current available tools.

Goodwill Tools processed via the Global
Warranty Management (GWM) System
•

•

Spontaneous Goodwill Maintenance (Labor Op
0600343) – Dealer provides complimentary
goodwill maintenance, consistent with GM
recommendations contained in the customer’s
owner’s manual, when a customer was not issued
a maintenance letter or other tools. There is a
$100 maximum for usage of the labor operation.
The transaction must be submitted with the exact
amount of the complimentary maintenance input
into the Net/Miscellaneous field. GM is not to be
charged more than what is customary.
Incidental Non-Warranty Expense (Labor Op
0600015) – Dealer agrees to reimburse a
customer for reasonable expenses incurred as a
result of the service repair. Examples include hotel
expenses, meal expenses, flowers, or other
appropriate expenses to compensate the
customer for inconvenience. There is a $500
maximum for retail usage and the transaction
should be submitted with the exact amount input
into the Net/Customer Reimbursement field.

•

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Vehicle Payment Expense (Labor Op 0600005) –
Dealer, in unique circumstances, may determine it
is appropriate to reimburse the customer for a
vehicle payment for their GM vehicle experiencing
service issues. When submitting a transaction with
this labor operation, the Complaint/Cause/
Correction fields must contain a detailed
explanation, the exact dollar value of the monthly
payment (including method used to determine or
calculate the payment amount) and the check
number issued to the customer as reimbursement.
Enter the exact amount reimbursed to the
customer in the Net/Customer Reimbursement
field of the transaction. Vehicle Payment
reimbursement is limited to:
• All Chevrolet, Buick, GMC Models - Up
to $1,000
• All Cadillac Models - Up to $1500

Exceptions for specific model and model year
vehicles:
• 2020-2022 Silverado 1500 & Sierra 1500 - Up
to $2,500 (This increased amount ONLY
applies to the model years listed. All other
Silverado/Sierra 1500 vehicles are eligible for
the maximum payment reimbursement of
$1,000 as listed above)
• 2021-2022 Corvette, Escalade, Suburban,
Tahoe and Yukon - Up to $2,500 (This
increased amount ONLY applies to the model
years listed. All other Corvette, Suburban,
Tahoe and Yukon vehicles are eligible for the
maximum payment reimbursement of $1,000
as listed above. All other Escalade model
years are eligible for the maximum payment
reimbursement of $1500 as listed above)
Important: These labor operations have specific
applications and any inappropriate use will result in
a credit reversal. Submitting any of these labor
operations MUST be approved by Service
Management.

Customer Enthusiasm Guidelines
A Customer Enthusiasm Repair is a repair performed
with GM participation, within the warranty period, where
the product issue is NOT the result of a defect in
material or workmanship. This expense would normally
be customer responsibility and in this unique instance,
the dealer is requesting GM assist in the repair cost to
ensure customer loyalty. The transaction must be
submitted using the published repair operation with the
“Customer Enthusiasm-Non-Warrantable Repair”
indicator selected. Dealers are reimbursed at warranty
rates as outlined in the Service Policies and
Procedures Manual and on your Service Agent Detail
page in GWM.

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April, 2023

Note: These type of repairs are not covered by the
New Vehicle Limited Warranty; a 50% Customer
Participation is recommended.
•

Example: Customer’s vehicle has a cut in the rear
seat back at 8,000 miles. This is clearly not a
defect in material or workmanship and therefore
would not be a warranty repair. Based on the facts
and circumstances and the customer’s history
with the dealership, the service manager would
like to fix the customer's issue and submit this to
GM for reimbursement of 50 % even though it is a
non-warrantable repair. The transaction would be
entered as a ZREG using the rear seat back labor
operation with the Customer
Enthusiasm-Non-Warranty Repair indicator box
checked, the full amount of parts and labor input
and the Customer participation amount input into