NHTSA ID Number: 10245741
Manufacturer Communication Number: 110089005H
TSB/Document Date: 2023-12-04
Summary
dealer Empowerment Labor Operations and Customer Enthusiam
70% or $500
Pre-Approval
1 – 12,000
55% or $400
55% or $400
70% or $500
Pre-Approval
12,001 – 24,000
70% or $500
70% or $500
70% or $500
Pre-Approval
24,001 +
Pre-Approval
Pre-Approval
Pre-Approval
Pre-Approval
TABLE 9
Time and Mileage Table (Cadillac
, Buick)
Customer/Dealer will pay greater of Participation $ amount or % of total repair as indicated in the applicable table
below.
Days out of Warranty
0
1 – 365
366 – 730
731 +
In Warranty
40% or $300
55% or $400
Pre-Approval
TABLE 10
Certified Pre-Owned Coverage
Time and Mileage Table (Chevrolet, GMC)
Customer/Dealer will pay greater of Participation $ amount or % of total repair as indicated in the applicable table
below.
Days out of Warranty
Miles out of
Warranty
0
1 – 365
366 – 730
731 – 1,095
1,096 – 1,460
1,461 +
0
In Warranty
10% or $100
25% or $200
40% or $300
55% or $400
Pre-Approval
1 – 12,000
10% or $100
10% or $100
25% or $200
40% or $300
55% or $400
Pre-Approval
12,001 –
24,000
25% or $200
25% or $200
25% or $200
40% or $300
55% or $400
Pre-Approval
24,001 –
36,000
40% or $300
40% or $300
40% or $300
40% or $300
55% or $400
Pre-Approval
36,001 –
48,000
55% or $400
55% or $400
55% or $400
55% or $400
55% or $400
Pre-Approval
48,001 +
Pre-Approval
Pre-Approval
Pre-Approval
Pre-Approval
Pre-Approval
Pre-Approval
TABLE 11
Time and Mileage Table (Buick)
Customer/Dealer will pay greater of Participation $ amount or % of total repair as indicated in the applicable table
below.
Days out of Warranty
Miles out of
Warranty
0
1 – 365
366 – 730
731 – 1,095
1,096 +
0
In Warranty
25 % or $200
40 % or $300
55 % or $400
Pre-Approval
1 – 12,000
25% or $200
25% or $200
40 % or $300
55% or $400
Pre-Approval
12,001 – 24,000
40 % or $300
40 % or $300
40 % or $300
55 % or $400
Pre-Approval
24,001 – 36,000
55 % or $400
55 % or $400
55 % or $400
55 % or $400
Pre-Approval
36,001 +
Pre-Approval
Pre-Approval
Pre-Approval
Pre-Approval
Pre-Approval
TABLE 12
Time and Mileage Table (Cadillac)
Customer/Dealer will pay greater of Participation $ amount or % of total repair as indicated in the applicable table
below.
Days out of Warranty
0
Miles out of
Warranty
0
1 – 365
366 – 730
731 +
In Warranty
40% or $300
55% or $400
Pre-Approval
1 – 12,000
40% or $300
40% or $300
55% or $400
Pre-Approval
12,001 – 24,000
55% or $400
55% or $400
55% or $400
Pre-Approval
24,001 +
Pre-Approval
Pre-Approval
Pre-Approval
Pre-Approval
TABLE 13
Examples:
1. An original owner of a 2010 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 suggested participation
amount is appropriate for this situation.
• Based upon Table 1 the suggested participation amount is 25% or $200 whichever is greater.
• The repair at warranty rates is $860 ($860 x 25% =$215), the participation amount is therefore $215.
2. A second owner of a 2008 Buick LaCrosse (ownership verified with the Calculator) 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 2009
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 with no GM participation.
4. An owner of 2012 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 suggested participation 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 suggested
participation amount.
• Based upon the circumstances in this case, you review this decision with your GM field representative and
mutually agree to reduce the suggested participation amount to $92. You document the decision making
process and attach to the ‘hard copy.’
Customer/Service Agent Participation Amount Transaction Processing
When the customer or the dealer agree to participate in the cost of the repair, the transaction is to be submitted in the
following way:
Enter the labor, parts, net item as if GM was going to cover the repair under warranty. Note, as per Article 2.3 of the
GM Service Policies and Procedures manual, “When a “partial” adjustment is made, the entire repair must be
calculated at warranty rates.”
1. Enter the Customer / Service Agent Participation amount in the “Customer/Service Agent Participation Amount”
field as a positive number.
2. The transaction (once accepted) will be reduced by this amount and pay the dealer net (total less participation
amount) amount.
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
suggested participation amount 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, allow for verification that the dealer is
collecting the participation 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 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 in the Reports and
Tools section of Service Workbench via the link to “Dealer Aftersales Empowerment.” If you do not have the link,
please contact your dealership’s Partner Security Coordinator (PSC) to obtain access.
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.
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 or for use in a stop sale or recall
situation, contact your District Manager of Aftersales for further direction.).
• 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
• Chevrolet, Buick, GMC, and Cadillac Protection Plan – A service contract covering various vehicle
components & systems and issued for various time and mileage intervals & deductibles.
• Chevrolet, Buick, GMC, and Cadillac Protection Plan - Tire and Wheel – Repair or replace wheels and/or
tires that are damaged due to road hazards.
• 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.
• GM may add additional tools in the future, please consult the Dealer Aftersales Empowerment application in
Global Connect for additional details.
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 in the Reports and Tools section of Service
Workbench via the link to “Dealer Aftersales Empowerment.” If you do not have the link, please contact your
dealership’s Partner Security Coordinator (PSC) to obtain access.
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.
• 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 (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
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. 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 0600343 operation. This is an invalid transaction; as it should be submitted on the appropriate
labor operation for tire replacement 8060440.
Incidental Non-Warranty Expense (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 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 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.
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 (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. Labor operation 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.
Note: If a vehicle is included in a recall situation, DMA pre-approval is required.
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 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 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).
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 the latest version of 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.
Note: Product Allegations – Refer to Article 1.1.5 in the Customer Assistance, Training, Tools, and TAC Policy
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 3.2.19 in the GM Service Policy and Procedures Manual for
additional information.
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TSB/Document ID: 110089005H
Replacement Service Bulletin Number:
MFR Communication Date: 2014-11-01
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: EQUIPMENT:OTHER:OWNERS/SERVICE/OTHER MANUAL
MFR Component System:
MFR Component Subsystem:
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