Bulletin No.: 16-NA-119

Service Bulletin

Date: May, 2024

WARRANTY ADMINISTRATION
Subject:

Brand:

Warranty Administration – Servicing Vehicles from Canada (U.S. Dealers
Only)

Model:

Model Year:
from

Buick
Cadillac
Chevrolet
GMC

GM Passenger Cars and
Light/Medium
Duty Trucks

VIN:
to

2025 and Prior

Important: Service agents must comply with all
International, Federal, State, Provincial, and/or
Local laws applicable to the activities it performs
under this bulletin, including but not limited to
handling, deploying, preparing, classifying,
packaging, marking, labeling, and shipping
dangerous goods. In the event of a conflict
between the procedures set forth in this bulletin
and the laws that apply to your dealership, you
must follow those applicable laws.
This bulletin will cover GM’s policy on performing GM
covered vehicle services and maintenance on vehicles
originating/sold in Canada. These policies do not
negate the policies established by GM regarding the
sale, resale and import/export of GM vehicles, including
those listed in the Dealer Sales and Service
Agreement.
When servicing GM vehicles built for and sold in
Canada, Service Agents first must determine if an
effective repair can be performed following the Service
Agent requirements listed in the GM Service Policies &
Procedures Manual.

Copyright 2024 General Motors. All Rights Reserved.

from

to

—

—

Engine:

Transmission:

—

—

Service Agents must also verify the vehicle is eligible
for the services to be performed by reviewing VIN information in Investigate Vehicle History (IVH). The Vehicle
Summary Page will display any active warranties, open
Recalls/Field Actions and Special Coverages applicable to that vehicle. Verify that there are no Branded
Titles or Warranty Blocks that may restrict you from
performing the requested service. If there is evidence
that the odometer has been disconnected or altered, or
the correct mileage cannot be determined, the warranty
on the vehicle may be blocked. Report any instances of
odometer tampering to the Dealer Business Center.
Vehicles that display evidence of being salvaged/rebuilt
that are not branded in IVH should be reported to the
Dealer Business Center or your Field Warranty
Manager.
Canadian Customers Touring the U.S. Requiring
Vehicle Repairs
For the safety and convenience of our GM customers,
Service Agents are permitted to perform vehicle
warranty repairs for Canadian customers touring in the
United States. For guidelines Service Agents must
follow, see additional information in the GM Service
Policies & Procedures Manual.
In addition to the IVH requirements set forth above,
Service Agents should verify eligibility to service a
touring customer’s vehicle by verifying the customer’s
residency and proof of ownership (driver’s license and
vehicle registration). This information must be attached
to the job card. It is also important to check previous
odometer readings and vehicle delivery information on
IVH to ensure the customer is a tourist and did not
relocate across the border.

Page 2

May, 2024

GM vehicles built for and sold in Canada now
permanently Operating in the U.S.
Service Agents are permitted to perform vehicle
warranty repairs and covered maintenance on nontouring GM vehicles that originated in Canada only
after the following requirements are met:
• The odometer display must first be converted
from Kilometers (KM) to Miles (MI). Many
vehicles are built with the technology to automatically convert from KM to MI display at the touch of
a button. If a vehicle’s technology does not permit
this conversion, the vehicle’s equipment must be
converted prior to servicing. Service Agents
converting speedometers on customer owned or
dealer owned inventory must use an authorized
Electronic Service Center (ESC) to convert the
component. Please refer to the GM Service
Policies & Procedures Manual for a list of
authorized ESC locations. No portion of this
service (parts/labor/other) may be submitted to GM
by the dealer for reimbursement. Any warranty/
maintenance transaction submitted by a Service
Agent for a vehicle that originated from Canada
that has not had the odometer converted will be
rejected.
• Investigate Vehicle History (IVH) must be
updated to convert Applicable Warranties and
future Transaction History from KM to MI.
Authorized Electronic Service Centers (ESCs) who
convert a GM vehicle speedometer from KM to MI
will provide the appropriate information to GM to
update IVH. When servicing a vehicle where IVH
has not been updated but the odometer has been
converted (ie: vehicles that allow for automatic
conversion), Service Agents must submit a ZSET

Bulletin No.: 16-NA-119
transaction as outlined below to update IVH. This
transaction must be submitted prior to or at the
time of the first service.

• Service Agent Pre-Owned Inventory: Proper
Service Management authorization is required
prior to repair on a Service-Agent owned vehicle.
Speedometer conversion must be performed and
IVH must be updated as outlined in this bulletin.
Refer to additional information in the GM Service
Policies & Procedures Manual.
• Note: Any reconfigurations that are required (i.e.
French OnStar to English) or vehicle conversions
that are required to meet Federal or local motor
vehicle standards will be the at the customer’s
expense.
The above requirements apply to warranty repairs and
covered maintenance. Required Field Actions
(Recalls) may be performed regardless of vehicle
speedometer and IVH conversion. Service Agents
should offer and encourage speedometer conversions,
however, completion of a Required Field Action must
not be denied if the customer is unwilling or unable to
have this service performed. Transactions for Required
Field Actions completed on vehicles that have not been
converted to miles should be submitted in
the kilometers displayed.
Updating Investigate Vehicle History (IVH) to
Display Converted Odometer Reading in “Miles”
When servicing a vehicle that has had the speedometer
converted from KM to MI, but IVH has not been
updated to display Applicable Warranties in miles (MI),
Service Agents must submit a transaction as outlined
below prior to or at the time of the first service. Subsequent transactions will not be accepted if IVH has not
been updated.

Transaction Type

Labor Operation

Odometer

Parts, Net,
Labor

Complaint Code /
Cause Code

Foreign Tourist VIN
Indicator

ZSET

0620018

Current Miles (MI)

N/A ($0)

Leave blank. Not
required fields.

DO NOT select this indicator*

*Although the Foreign Tourist indicator should not be
selected for this ZSET transaction, it must be selected
for any other warranty transaction (see below section
for “Submitting Transactions on Vehicles Originating in
Canada”).

If you are unable to successfully process the IVH
conversion by submitting the ZSET transaction, please
contact the Dealer Business Center at 1-888-414-6322
for assistance.
Changing KM to MI displays on IVH does not change
the Applicable Warranties nor the terms of the
warranties.

Below is an example of the Applicable Warranties
section of IVH where a VIN was converted, now
displaying the Effective Odometer and End Odometer
readings in miles (MI). As you can see, the Canada 2yr
Scheduled LOF Maintenance warranty still applies and
U.S. Service Agents may provide remaining maintenance services covered under this program. See below
for more details regarding New Vehicle Maintenance
Program Services.

Bulletin No.: 16-NA-119

May, 2024

Page 3

4489214

Note: Speedometer conversion and IVH display
conversion does not fully satisfy vehicle importation, certification and titling/registration requirements. Please refer to Federal and local regulations, including those set by the NHTSA and
FMVSS, for further information.
New Vehicle Maintenance Program Service
Service Agents are permitted to perform maintenance
services requested by the customer that are covered
under the New Vehicle Maintenance programs after the
above requirements are met.

If IVH displays an active Maintenance Program in the
Applicable Warranties section, the vehicle is eligible to
be serviced in the U.S. Follow all program rules applicable to the U.S. Maintenance Programs, submitting
transactions for covered maintenance service(s) on
eligible Canadian VINs as they normally would for a
U.S. vehicle.
Important: Prior to performing the service, Service
Agents should insure that the vehicle has not received
the maximum number of maintenance events allowed
per divisional program guidelines.

Submitting Transactions on Vehicles Originating in Canada
Service Agents must select the Foreign Tourist VIN indicator when submitting the transaction. This applies to ALL
warranty repairs, recalls, special coverage and maintenance services regardless if the odometer has been converted
or IVH has been converted.

4489309

Page 4

May, 2024

Bulletin No.: 16-NA-119

Support
For any questions regarding this policy, Service
Agents in the United States should contact the Dealer
Business Center (DBC) at 1-888-414-6322.
Version

7

Modified

Released April 15, 2016
Revised May 2, 2016 – Clarified policies applicable to servicing Canadian vehicles.
Revised August 12, 2016 – Clarified Foreign Tourist VIN Indicator.
Revised May 8, 2019 – Added the 2018-2019 Model Years, changed local GM representative to Field Warranty Manager in 3rd paragraph and updated information under Canadian Vehicles Operating in the U.S.
Revised February 14, 2020 – Added the 2020 Model Year and updated GM Service Policies & Procedures Manual reference information.
Revised June 29, 2021 – Added the 2021-2022 Model Years and updated section title to
GM vehicles built for and sold in Canada now permanently Operating in the U.S.
Revised May 14, 2024 – Added 2023-2025 Model Years and Important statement at
beginning of bulletin.

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