Pre-Approval

1 – 12,000

70% or $400

Pre-Approval

12,001 +

Pre-Approval

Pre-Approval

TABLE 6

Examples:
1. An original owner of a 2008 Chevrolet Silverado is
asking for assistance with a seized air conditioning
compressor at 13 months (395 days) and
4,000 miles out of warranty. The customer has not
had any previous issues with the AC system and
has maintained the vehicle. You have determined
that based upon the customer’s history and the
repair, that a Policy repair is warranted and that
only the mandatory minimum is appropriate for this
situation.
• Based upon Table 1 the mandatory minimum is
25% or $200 whichever is greater.
• The repair at warranty rates is $860 ($860 x
25% =$215), the minimum mandatory
participation amount is therefore $215.
2. A second owner of a 2006 Buick LaCrosse has
brought in the vehicle with a broken lower control
arm. Upon review you notice that the vehicle has
not been properly maintained, has aftermarket 20”
wheels and has recently been involved in a
collision. The car is 1,100 days and 48,000 miles
out of warranty. You decide, based upon the
circumstances, that neither General Motors nor the
dealership will provide assistance for this repair.
3. A customer who has purchased numerous vehicles
from your dealership over the last 15 years has a
2007 Cadillac CTS with 125,000 miles with a water
pump failure. The vehicle maintenance is
somewhat mixed and it seems to have been driven
hard. Based upon your review, you do not feel that
GM is responsible for this repair.
• Based upon your dealerships relationship with
this customer, you choose to do the repair for
this customer at a greatly reduced cost and
adjust the repair internally.

4. An owner of 2010 GMC Terrain that is 25 months
(750 days) in service with 60,500 miles has an
inoperative passenger seat lumbar support
actuator replacement. The customer recently
moved into your area from another state.
According to Service Workbench, the customer
has maintained the vehicle properly and the
vehicle’s interior and exterior are in excellent
condition.
• Based upon Table 1 the mandatory minimum
factor is 40% or $300 whichever is greater.
• The repair at warranty rates is $230 ($230 x
40% = $92), however, this is well below the
$300 mandatory minimum participation amount.
• Based upon the circumstances in this case, you
decide to reduce the mandatory minimum to
$92. You document the decision making
process and attach to the ‘hard copy’.

Customer/Service Agent Participation
(including Mandatory Minimum)
Amount Transaction Processing
When the Customer or the Dealer agree to participate
in the cost of the repair, it is important that the
transaction be submitted in the following way:
1. Enter the labor, parts, net item as if GM was going
to cover the repair under warranty. Note, as per
section 1.5.4 of the 2012 GM Service Policies and
Procedures manual, “When a “partial” adjustment
is made, the entire repair must be calculated at
warranty rates.”
2. Enter the amount that the claim will be reduced by
in the “Customer/Service Agent Participation
Amount” field as a positive number (including the
Mandatory minimum amount).
3. The transaction (once accepted) will be reduced by
this amount and pay the dealer the agreed upon
amount.

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

April, 2013

Example: A 5 year old (750 days out of warranty)
Tahoe with 67,000 miles is in for an Upper Control
Arm repair. Based upon the policy guidelines in
Table 1 (40% or $300), the condition of the vehicle
and the customer’s profile, the customer is
satisfied with GM participating at 50% of the repair
cost (including the mandatory minimum of $300).
The dealer submits for 4.4 hours of labor, $215.86 in
parts and $86.35 in parts markup for a total
transaction amount of $679.36. The dealer then
inputs 339.68 in the Customer/Service Agent
Participation Amount field. The dealer will receive
$339.68 through the GWM system.
This procedure will give full transparency to the amount
of participation involved and will minimize unnecessary
transaction processing issues due to miscalculations.

Vehicles with Aftermarket Service
Contracts
If a vehicle has an active GMPP contract, transactions
will automatically validate the coverage of the Labor
Operation request, provided the transaction is
submitted properly. If, however, the service contract is
not a GMPP instrument, all transactions submitted
outside of the terms of the new vehicle warranty will
require authorization to ensure that the customer first
uses the benefits of the service contract they
purchased. To request approval, the dealer must
document the current contract status (expired,
component not included, owner not party to the
contract, etc.). This information must be submitted in
the comments section and documented in the vehicle’s
service file.

Pre-Approval Process
When the policy repair requires pre-approval, the
dealer is required to contact their District Manager
Aftersales for approval. The DMA will submit the
pre-approval to the warranty support center for
transaction completion.
The following is the process to complete the
Pre-Approval request.
1. The dealer has determined that the claim requires
pre-approval and has a valid “Business Reason” to
request GM participation in the repair.
2. The dealer submits the Pre-Approval via the
Pre-Approval request form that is available (after
April 8th, 2013) in the Reports and Tools section of
Service Workbench via the link to “Dealer
Aftersales Empowerment.”
3. The DMA receives notification of the Pre-Approval
request and either approves or rejects the request.
4. The dealer receives an email with the disposition of
the Pre-Approval.
4.1. If the pre-approval is approved, the dealer
can submit the claim for processing.
4.2. If the pre-approval is rejected, the reasons for
rejection will be detailed in the response
email.
5. Once approved, the claim will be matched to the
Pre-Approval by the Warranty Support Center and
claim processing will be completed.

Page 7

Goodwill
As an alternative to paying for the repairs of the subject
vehicle, GM encourages the use of the following tools
to satisfy and retain the customer.
The following Goodwill tools are available to the
Dealer in support of customers but are processed
by way of the Customer Assistance Center (CAC) or
your District Manager Aftersales and NOT via the
Global Warranty System (please note that some
tools are not available in certain states).
• OnStar® – Plan Upgrade, Calling Minutes, past
Subscriber Activation, Customer Activation
Options.
• Maintenance Letter – Letter issued to the
customer by CAC to the customer to cover a
one- time future maintenance visit up $100.
• Component Coverage Letter (CCL) – Issued by
CAC to extend coverage of a designated vehicle
component for a specific time frame.
• GM Motor Club – An Automotive Club
Membership
• GMPP Smart Care – A complimentary plan
providing basic lube, oil, filter and tire rotation
maintenance service for GM recommended time
and mileage intervals.
• GM Protection Plan – A service contract covering
various vehicle components & systems and
issued for various time and mileage intervals &
deductibles.
• Owner Loyalty Certificate – A certificate
requested by your DMA that can be used toward
the purchase of a new vehicle. NOTE: OLCs are
only available on vehicles outside the warranty
period.
Note: Owner Loyalty Certificates (OLCs) are
redeemed through the New Vehicle Sales Retail
Incentive system. OLCs must not be alternatively
processed through the Global Warranty Management
system. An OLC must be supported, approved, and
processed by a GM District Manager-Aftersales.
Access to the Goodwill tool request forms and
guidelines are available (after April 8th, 2013) in the
Reports and Tools section of Service Workbench via
the link to “Dealer Aftersales Empowerment.”
The following categories of Goodwill Tools are to be
processed via the Global Warranty System
Specialized labor operations have been created for
specific non-repair/non-warranty situations to be
utilized by the dealer for goodwill purposes such as
resolving a customer inconvenience or dissatisfaction
with their vehicle or the service provided. Requirements
for the claim submission of these labor operations are:
• The original receipts/invoices must be attached to
the job card.
• A copy of the check must be attached to the job
card and the check # is required within the
comments field of the claim.

Page 8
•

•

April, 2013

The complaint, cause and correction fields must
include detailed comments. (Vague comments
such as “reimbursement or vehicle payment” are
not sufficient.)
Upon request from any GM representative a copy
of the cancelled check must be provided to that
representative.

Spontaneous Goodwill Maintenance
(Z7410 / 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. Labor
operation Z7410 / 0600343 should be used for this
claim submission. There is a $100 maximum for usage
of the labor operation. The transaction must be
submitted with the exact amount of the complimentary
maintenance. GM is not to be charged more than what
is customary.
Example of proper use: Customer has had to return
to your dealership for a repeat issue and the
service manager, based on this customer’s
situation, deems it appropriate to offer a free oil
change for the inconvenience. Submit a transaction
using ZREG and labor Op. Z7410 / 0600343. If the
dealer is advertising a $19.99 special when that
maintenance is performed, submit $19.99 in the net
item miscellaneous field. In accordance with GM
Service Policies & Procedures, a copy of the job
card must be retained in a VIN history file. The
Complaint/Cause/ Correction fields must document
the situation including the decision for goodwill
coverage.
Example of IMPROPER USE: Customer complains
that the side wall of his Goodyear tire has a bulge
that is determined to be a defect in material and
workmanship. The tire is replaced and the claim is
submitted for $85.00 on the Z7410 / 0600343
operation. This is an invalid transaction; as it
should be submitted on the appropriate labor
operation for tire replacement (E0431).

Incidental Non-Warranty Expense
(Z7920 / 0600015)
Dealer agrees to reimburse a customer for reasonable
expenses incurred as a result of the service repair.
Examples are: 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 using labor operation Z7920 / 0600015.
Example of proper use: Customer is traveling
out-of-state and is towed to your dealership due to
a failure. The service manager has decided it
appropriate to pay for one night hotel’s stay and
meals. Submit a transaction using Z7920 / 0600015
with the explanation of the situation in the
Complaint/Cause/Correction fields, along with the
exact dollar value of the hotel, meal breakdown, the
check number which was issued to the customer as
reimbursement.

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

Example of IMPROPER USE: Customer needs
transportation to a local school to pick up their
children while vehicle is in for warranty repairs. The
dealer provides the customer with a $50 gift card to
compensate for the cab fare to and from the school
and inconvenience. Reimbursement for actual cab
fare should be submitted on the appropriate
warranty repair labor operation using the net item
of Public Transportation with the correct
documentation (receipts) for the cab fares.

Vehicle Payment Expense
(Z7091 / 0600005)
Dealer, in unique circumstances, may determine it is
appropriate to reimburse the customer for a vehicle
payment for their GM vehicles experiencing service
issues. Labor operation Z7091 / 0600005 is only to be
used for this goodwill tool and a $1,000 maximum for
retail usage exists for this operation. A transaction
using this labor operation should be submitted with the
explanation of the situation in the Complaint/Cause/
Correction fields, along with 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. The receipt/invoice must be attached
to the job card.
Example of proper use: In the rare instance a
customer’s vehicle has taken 4 weeks to complete
the repair, for customer satisfaction reasons the
service manager deems it appropriate for GM to
reimburse the customer for that month’s vehicle
payment. The transaction should be submitted as a
ZREG using Z7091 / 0600005 and place amount
being reimbursed in the net item- customer
reimbursement field. Place the check number in the
invoice field. The Complaint, Cause, and Correction
fields must document the situation including the
reason for the decision.
Example of IMPROPER USE: A vehicle is in for
repairs and the customer requests alternate
transportation as well as a reimbursement for the
vehicle payment for the period being worked on.
The dealer submits for 2 weeks of rental and
15 days of vehicle payment. In this case, the rental
should be submitted through the appropriate
warranty repair labor operation using the net item
of Car Hire and the payment expense, if deemed
appropriate on the Z7091 / 0600005 operation.

Important
THESE LABOR OPERATIONS ARE NEVER TO BE
USED FOR:
• Gift cards, debit cards, Smart Cash or any other
instrument that cannot be verified as having been
utilized by the specific customer.
• GM paid repairs performed to a vehicle. These
must be submitted with the appropriate Labor
Operation.
• Payments or incentives of any nature related to
sales (including but not limited to delays in
vehicles being produced, and transportation
damage).

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

April, 2013

Payments to a customer for sales issues are
considered to be arbitrary and are never to be
submitted under a service related transaction.
These include but are not limited to: Extending a
lease for a customer, and purchasing a GMPP for
a sales issue.
• Trade assistance of any form.
• Any arbitrary payment. This includes but not
limited to: Loss of wages, and pain and suffering.
• To change/modify or otherwise alter the build of
any General Motors vehicle.
Note: Tires – To adhere to the Federal TREAD
Act, it is important to follow Corporate Bulletin
Number 00-03-10-003 for all tire repairs and/or
reimbursements. Use the appropriate tire labor
operation from the Labor Time Guide and follow all
requirements that the bulletin describes. This includes
reimbursements for a tire repair not performed at a GM
dealership, which is within the Tire warranty limits. The
bulletin explains claim submission in detail.

Page 9

Note: Product Allegations – Refer to Article 4.1.5 in
the Service Policies & Procedures Manual in situations
relating to a product allegation. For any questions
regarding a situation, please contact CAC for direction.
All Customer Reimbursements are to be made only
to the person who owns or leases the vehicle at the
time of repair, or the person who incurred the expense,
if different. Dealer should obtain and retain the
customer's original paid receipt or invoice and provide
the customer with a photo copy for their records.
Job Cards written for customer reimbursement must
include the customer's description of the event causing
the out-of-pocket expense and note the Dealer's
reimbursement check number(s). Dealer is to provide
canceled check upon request as proof of
reimbursement. Refer to Article 1.5.15 in the GM
Service Policy and Procedures Manual for additional
information.

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