Bulletin No.:

Service Bulletin

Date:

18-NA-306
August, 2023

WARRANTY ADMINISTRATION
Subject:

Warranty Administration – Pre-Repair Authorization (PRA) Process and Information
(U.S. and Canada Only)

Brand:

Model:

Buick

GM
Passenger
Cars and
Light Duty
Trucks

Cadillac
Chevrolet
GMC

Model Year:
from

VIN Breakpoint:
to

2024 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 CSMT application 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
• Seat Covers (bottoms, backs, & connected
armrests)
• Outside Mirror Assemblies
• Steering Wheels
• Interior Door Trim
• Select Field Actions
• OEM/LPO Assist Steps
• 2019–Current Model Year Silverado 1500 &
Sierra 1500 Upper Control Arms
• 2019–Current Model Year Silverado 1500 &
Sierra 1500 Lower Control Arms
• Drive Motor Battery Charger Cable & Cable Kit
• 2021–Current Model Year Front Headlamps
• 2022–Current Model Year IP Extension/Upper
Trim Panel
• 2021–Current Model Year Endgate Fits/Gaps
Adjustment (Canada Only)
• 2018–Current Model Year Equinox & Terrain,
2020 – Current Model Year Trailblazer Hood
Fits/Gaps Adjustment (Canada Only)

Copyright 2023 General Motors LLC. All Rights Reserved.

from

Note: Please see Components on Restriction section
below for a complete list of impacted labor operations
and component descriptions.
The Pre-Repair Authorization (PRA) process is
required for:
• Regular warranty transactions (ZREG)
• Dealer-installed parts warranty
transactions (ZPTI)
The process is not required when:
• Replacing a component due to transportation
damage (ZTPT) or as part of an over-the-counter
Parts Warranty (ZPTC).
• 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.
Note: Tires follow a separate process and are not
reviewed by the CSMT PRA team. Please refer to
Service Bulletin #20-NA-159 Warranty Administration
- General Motors New Vehicle Tire Warranty
Program for information on tire PRAs. (22-NA-106 in
Canada).
Overview
The PRA process uses the Certified Service Mobile
Toolbox (CSMT) App 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.

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August, 2023

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.
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.
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): iOS versions 15.6 and higher
Android: OS versions 8.1 and higher
If your device is not compatible, check to see if there
are system updates available. Apple and Android
devices unable to update to a compatible system will no
longer be able to access or use the CSMT app. Users
may want to consider upgrading to a compatible device.
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.

Bulletin No.: 18-NA-306

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
Resource Center in GlobalConnect, within the Certified
Service Mobile Toolbox (CSMT) / Pre-Repair
Authorizations (PRA) tile. In Canada, go 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.
2. Enter the last 8 digits or the full 17-digit VIN into the
first field. Alternatively, you can select the scan
button, choose QR/Bar Code and scan the QR
code located in the driver side door pillar OR
choose Text and scan the VIN behind the
windshield.
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.

Bulletin No.: 18-NA-306

August, 2023

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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)
• Required for each Lower and Upper Control
Arm PRA: photo showing from the top of spring
assembly to the bottom of the shock where it
mounts to the Lower Control Arm
• Close-up of the issue (point out the issue with
pencil, finger, tape or other marking)
*Please see the “Recommended Photos for
Restricted PRA Commodities” document on the
Warranty Resource Center for component
specific photo support. In Canada, refer to the
Warranty Administration page in
GlobalConnect.
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.

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August, 2023

Bulletin No.: 18-NA-306

5156560

This dealer provided a labelled full view of the
wheel and a close-up view of the customer’s
concerns on the wheel.

5156561

This dealer showed a full view of the seat
bottom and a close up of the customer’s
concern.

Bulletin No.: 18-NA-306

August, 2023

Page 5

5156562

This pointed to where the concern was, which
makes it easy to view and see the customer’s
concern.

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.

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August, 2023

Bulletin No.: 18-NA-306

5873486

This is a good Upper Control Arm photo
because the steering wheel was rotated the full
right/left to provide space to take the picture.
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.

Bulletin No.: 18-NA-306

August, 2023

Page 7

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.

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August, 2023

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 “