Bulletin No.: 23-NA-154

Service Bulletin

Date: May, 2024

WARRANTY ADMINISTRATION
Subject:

Warranty Administration – Required Operating Procedures – 8 Points
(U.S. Only)

Attention:

This service bulletin does not apply to GM of Canada Service Agents. GM
of Canada Agents should reference the General Motors of Canada
Company Service Policies and Procedures Manual.

Brand:

Model:

Model Year:

VIN Breakpoint:

from

to

from

to

2015

2025

—

—

Engine:

Transmission:

—

—

BrightDrop
Buick
Cadillac
Chevrolet

Passenger Cars and
Light/Medium Duty
Trucks

GMC

The following 8 points are taken from the GM Service
Policies & Procedure Manual (P&P). They represent
key GM requirements for service operations. For
complete details of all policies and procedures, please
refer to the GM Service Policies & Procedures Manual
using the “Sales, Service, & Parts Policy and Procedures” Application Link in the Service section of GlobalConnect.
These are minimum control requirements for work
performed on behalf of GM. Dealers have the discretion
to establish more stringent control requirements for
their dealership with regard to work performed on
behalf of GM, as well as customer pay and internal
work.

1. AUTHORIZATION TO PERFORM REPAIR(S)
Each policy and warranty job card is to be signed by
the customer authorizing the Service Agent to perform
the requested service/repairs. Authorization must be
obtained at initial write-up and prior to any repairs being
performed. An authorization to perform repairs
statement must be included on every job card. It is this
statement customer(s) must acknowledge (see
example below).

“I hereby authorize the repair work above to be done
along with the necessary material and agree that you
are not responsible for loss or damage to the vehicle or
articles left in the vehicle in case of fire, theft, or any
cause beyond your control or for any delays caused by
unavailability of parts or delays in part shipments by the
supplier or transporter. Thereby grant you or your
employees permission to operate the vehicle herein
described on streets, highways or elsewhere for the
purpose of testing and/or inspection. An express
mechanic’s lien is hereby acknowledged on above
vehicle to secure the amount of repairs hereto.” Any
warranties on products sold hereby are those provided
by the manufacturer. The seller hereby expressly
disclaims all warranties, express or implied, including
any implied warranty of merchantability or fitness for a
particular purpose and the seller neither assumes nor
authorizes any other person to assume for its liability in
connection with the sale of said products. Any limitation
contained herein does not apply where prohibited by
law.”
_________________________________
Customer Signature

There is to be a clear understanding of responsibility for
all charges at the time the job card is written and while
the customer is present. Customer must be provided a
copy of the initial write-up document.

Copyright 2024 General Motors. All Rights Reserved.

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May, 2024

Acceptable Customer Authorizations

Bulletin No.: 23-NA-154
management must state the reason and sign on
the authorization line on the job card, prior to any
repairs being performed. Service management
approval (explanation, date, time, and signature/
initials) is required.

• Customer signature under the authorization to
perform repair statement on the job card at the
time of original write up.
• Early bird envelope or drop off form completed by
the customer. The early bird envelope or drop off
form must be attached to the job card.
• Documentation such as a hand-written note or
email provided by the customer prior to the initial
job card write up documenting the service
requests. The documentation must be attached to
the job card.

• When servicing Service Agent-owned vehicles,
including new and used vehicles in inventory,
service management is to sign the job card authorizing the work prior to repair. Service management
approval (explanation, date, time, and signature/
initials) is required. PDIs and Required Field
Actions (ZFAT and ZPDI Transaction Types) are
excluded from this requirement.

• Signed pre-write up worksheet, as long it contains
all required information (refer to the GM Service
Policies & Procedure Manual Article 6.2.1). The
pre-write up worksheet must be attached to the job
card.

Reference: GM Service Policies & Procedures Manual
Article 6.2.2

• Electronic authorization (e.g. obtained by tablet),
as long as it is obtained prior to the repairs being
performed. E-signatures must be transferred to the
pre-write up worksheet or job card and subsequently deleted.

Select items will require a documented Service
Management approval either prior to the repair, prior to
transaction submission, or at the time of first transaction rejection. Service management approval in the
form of a signature (or initials), date, time and explanation documents the supervision and consent of
Service Agent facility service management for all
scenarios.

• No additional Service Management authorization is
necessary on job cards written by the service
manager for stock units. Service manager must
show as the writer of the job card (where a service
consultant/advisor typically would). The Service
Manager signature is still required where the
customer typically signs the job card at the time of
write up, but there is no need provide the
additional 4-element Service Management authorization.

2. SERVICE MANAGEMENT APPROVALS AND
TRANSACTION AUTHORIZATIONS

Service Management Approval Required
The following authorizations must be documented on
the job card separately.

Customer Authorization Unavailable
• If Service Agent is unable to obtain one of the
above acceptable customer authorizations, service
Item

When Authorization is
Required

Other Related Requirements

Customer Signature Not
Available

Prior to Work Being Performed

Service Management approval must explain why the customer signature
was not available.

Warranty on DealerOwned Inventory

Prior to Work Being Performed

Excludes ZFAT and ZPDI Transaction Types. Service Management must
also sign on the authorization to repair line of the job card.

Added Operation (Add
Ons)

Prior to Work Being Performed

Must be first inspected and verified by service management before it is
added to the job card. Includes added operations when servicing dealerowned inventory (excluding added lines for open Required Field
Actions). Customer authorization required prior to work performed.

When two or more of the following situations apply to
the same job card, Service Management may
document a single authorization (Signature/initials,

date, time) with a separate explanation to support each
item authorized.

Bulletin No.: 23-NA-154

May, 2024

Page 3

Item

When Authorization is
Required

Other Related Requirements

Other Labor Hours (Auth
Code E)

Prior to First Transaction
Submission

Service management is responsible for reasonableness of OLH requested and validation that technician comments and time ticket documentation support time requested.

Repeat Repairs – Previous job card (comeback)
(Auth Code R)

Prior to Transaction Submission or at the Time of
First Rejection

Service Management is responsible for determining that current repair is
GM responsibility and not a result of previous improper dealer workmanship or diagnosis. Authorization must explain how it was determined that
repair is not a comeback.

Repeat Repairs – Same
job card (Pyramiding)
(Auth Code R)

Prior to Transaction Submission or at the Time of
First Rejection

Service Management is responsible for determining that all repairs on
the job card are GM responsibility and not a result of lack of proper diagnosis.

Straight Time (ST)
Exceeding 2 Hours

Prior to First Transaction
Submission

Service management is responsible for the reasonableness of straight
time requested.

Policy Adjustments (Auth
Code A)

Prior to First Transaction
Submission

If the amount requested is more than $500 beyond the Policy Evaluation Tool result, pre-approval is required via the Aftersales Empowerment Portal

Auth Codes H (excess net Prior to Transaction Subamount), P (excess part
or at the Time of
amount), and M (odome- mission
First Rejection
ter discrepancy)

Service Management explanation must support reason for authorization
request.

Customer Reimbursements up to $1000

Prior to First Transaction
Submission

Refer to the GM Service Policies & Procedures Manual Article 6.4.1 for
details.

Vehicle Payments within
Dealer Empowerment
(Labor Op 0600005)

Prior to First Transaction
Submission

Refer to the latest version of Service Bulletin 11-00-89-005 for details.

Incidental expenses up to
$500 (Labor Op 0600015)

Prior to First Transaction
Submission

Refer to the latest version of Service Bulletin 11-00-89-005 for details.

Missing Dongle Scan

Prior to Transaction Submission or at the Time of
First Rejection

Service Management explanation must support reason for missing Dongle scan.

Wholesale Pre-Approval Required via the Empowerment Portal
Dealer pre-approval requests must be submitted via the Dealer Aftersales Empowerment Portal on GlobalConnect.
Item

When Authorization is
Required

Other Related Requirements

Policy Adjustments (Auth
Code A) more than $500
beyond the Policy Evaluation Tool result

Prior to Repairs

A copy of the Policy Evaluation Tool result and the approved portal
request must be attached to the transaction. The Policy Evaluation Tool
must be ran for each repair/transaction.

Loaner Vehicle of 10 or
more Days

By tenth Loaner Day, and A day-by-day summary of the loaner and repair status must be provided.
Then the Final #Days
SPAC Case# for part delays and/or TAC Case# for extenprior to First Transaction The Part# and
ded
diagnostics are also required when applicable.
Submission

Vehicle Payments above
Dealer Empowerment
(Labor Op 0600005)

Prior to Repairs

Refer to latest version of Service Bulletin 11-00-89-005 for related policies.

Incidental Expenses over
$500 (Labor Op 0600015)

Prior to Repairs

Refer to latest version of Service Bulletin 11-00-89-005 for related policies.

Use of a Non-GM Part for
any Repair Covered by
GM

Prior to Repairs

Refer to the GM Service Policies & Procedures Manual Article 1.1.2 and
Article 3.8 for disclosure requirements.

When a Repair is More
Cost Effective, but an
Engine or Transmission
Assembly is Replaced for
Customer Satisfaction

Prior to Repairs

DO NOT check "Customer Enthusiasm" indicator on the transaction
unless absolutely no defects were found in any vehicle component.

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May, 2024

Bulletin No.: 23-NA-154

Any Policy on a Vehicle
Covered by an Aftermarket Service Contract

Prior to Repairs

Service Management must validate that repair is not covered by an
active service contract.

Any Policy on a Buyback
Vehicle

Prior to Repairs

Use of Policy Evaluation Tool still required

CPO Repairs involving a
CPO Restricted Labor
Operation

Prior to Repairs

Refer to CPO Program Information

Warranty Block Override

Prior to Repairs

Refer to the GM Service Policies & Procedures Manual Article 4.7 for
details on which repair types require approval

Courtesy Transportation
outside of warranty during
Field Action repairs when
the Field Action Bulletin
does not include provisions for Courtesy Transportation

Prior to Providing Courtesy Transportation

Per the GM Service Policies & Procedures Manual Article 4.4 and Article
10.10 and latest version of Courtesy Transportation Service Bulletin
07-00-89-037.

Warranty Support Center (WSC) Approval Required
The following claim types must be routed for “GM Authorization” in Global Warranty Management.
Item

When Authorization is
Required

Other Related Requirements

Tire Replacements over
12,000 Miles

At time of Transaction
Submission

Transaction must contain the tire proration amount in the Service Agent/
Customer Participation field. Deviations from proration must be supported with solid business case.

OLH Amounts (Auth Code
E) Beyond Dealer
Empowerment Limits

At time of Transaction
Submission

WSC may require attachments to support the OLH request.

Customer Reimbursements over $1000

At time of Transaction
Submission

Refer to the GM Service Policies & Procedures Manual Article 6.4.1 for
policies related to customer reimbursement.

Authorizations G, H, M, P
and R, Beyond Dealer
Empowerment Level

At time of Transaction
Submission

Service Management explanation must support reason for authorization
request.

The Service Agent must designate one person responsible and accountable for all approvals issued by
service management. This would be the service
manager or service director. When portions of responsibilities are delegated to other members of service
management, those who become empowered are to be
salaried members of the service management team,
responsible for supervision of employees, the
performance of the service department, and the
responsibility for administering the GM warranties.
Service technicians, dispatchers, warranty administrators, other support, or hourly personnel are not to be
empowered for these types of management approvals.
All such delegation of approval must be monitored by
the service manager or director, on a routine basis, for
compliance with GM Service Policies and Procedures.
Service advisors may only act as primary authorizers
on a temporary basis should the primary authorizer be
on leave.
From time to time, your records will be reviewed. If your
records do not support your transactions, the transactions may be debited, even if previously authorized
either by wholesale or retail.

Reference: GM Service Policies & Procedures Manual
Article 6.4

3. DETAILS OF CONCERN, CAUSE AND
CORRECTION
Details of Concern
This section is required to contain the details of each
concern communicated by the customer noted at the
time of job card write-up by recording the customers'
problem description. The service advisor is responsible
for confirming each customer concern and
documenting it on the job card. Vaguely written job card
descriptions such as "repair oil leak," "engine stalls,"
“install SOP”, “repair noise” or coded descriptions of
customer concerns are not acceptable.
In situations where the customer is returning to finalize
a repair started on a previous job card (started oil
consumption test, part was ordered, etc.), the concern
field should contain a reference to the previous job card
number.
When necessary, use of the appropriate Customer
Concern Verification Sheet (CCVS) to capture a
thorough description of the customer concern. These
forms can be found in GlobalConnect Service Forms or
Bulletin #01-00-89-010.

Bulletin No.: 23-NA-154

May, 2024

If a customer concern is added on after initial write-up,
the service agent is required to follow the requirements