Bulletin No.: 20-NA-138

Service Bulletin

Date: September, 2024

WARRANTY ADMINISTRATION
Subject:
Attention:

Warranty Administration – Engine and Transmission Assembly Replacement
(U.S. Only)
Vehicles with Transmissions that contain High Voltage Electric Drive
Motors are exempt.

Note: Canadian Dealers should refer to Service Bulletin # 16-NA-338.
Brand:

Buick
Cadillac
Chevrolet
GMC

Model:

GM
Passenger
Cars and
Light Duty
Trucks (U.S.
Only)

Involved Region or Country

Model Year:

VIN:

from

to

from

to

2005

2025

—

—

Engine:

Transmission:

—

—

United States

Policies Applicable to All U.S. Dealers for Engine and Transmission Assembly Replacement Under
Warranty, Policy, or Customer Enthusiasm
Engine Calibration Verification: Complete the engine calibration verifications prior to disassembly or replacement
per the following or other applicable bulletins. As per each bulletin listed below, this calibration information for applicable vehicles must be e-mailed to [email protected]. Dealers will receive an e-mail from the Calibrations Group after
the calibrations have been validated as OEM. Attach the completed Calibration Verification Number (CVN) to the job
card and retain it in the vehicle history file. See bulletin listed below for complete details and applicable vehicles.
-

09-06-04-026: V8, HFV6, 2.0L LSY and 2.7L L3B Gasoline Engines

-

20-NA-090: Duramax® Diesel L5D, L5P, LM2, LZO, L5P Engines

-

17-NA-100: 2017-2019 Duramax® Diesel L5P Engines

-

14-06-04-003: 2014-2016 Duramax® 6.6L Turbocharged Diesel Engines

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16-NA-325: 2.8L Duramax® Diesel Engines

Assembly Serial Numbers: Technicians must document the serial numbers from the failed assembly and the
replacement assembly on the job card. When submitting the transaction for payment, the serial number of the failed
assembly must be included in the “Correction” field, and the serial number of the new assembly must be submitted in
the assembly part number “Serial Number” field.
Powertrain Contact Center (PCC): Dealers working with the PCC on GM Performance Part repairs, or to reimburse
Independent Service Centers (ISC) for assembly repairs, must continue to follow the existing PCC processes.
Please refer to Article 4.9 of the Service Policies and Procedures Manual for applicable policies.
Repair vs. Replace: Per GM Service Policies and Procedures Article 5.15, dealers are to perform the most cost
economical repair when considering assembly repair or replacement. GM recommends Service Management
involvement in all decisions regarding replacement of an engine or transmission assembly. Technicians must
document on the shop copy of the job card any verified symptoms, the cause of failure and any DTCs. A cost
comparison worksheet is recommended to use in calculating the most economical repair.

Copyright 2024 General Motors. All Rights Reserved.

Page 2

September, 2024

Bulletin No.: 20-NA-138

The Engine and Transmission Cost Comparison Worksheets can be found at:
-

Dealers in the United States: GlobalConnect Support tab > TAC & PQC Links and Forms.

-

If it is determined that the most economical repair is assembly replacement, dealers can proceed with assembly
replacement. Pre-Approval requests submitted through the Empowerment Portal when assembly replacement is
found to be the most economical repair are not necessary and will be voided if received. It may be required to
route transactions to the Warranty Support Center (WSC) if the transaction exceeds allowed limits for the
Service Agent.

Part Restrictions: ALL dealers are required to contact the Product Quality Center (PQC) for any assemblies
currently on restriction such as select transmissions, gasoline and diesel engines or assemblies that are part of an
exchange program.
-

Contact the PQC by opening a new case via Dealer Case Management (DCM). From the DCM home page,
click on “New PQC Case” found on the Technical Assistance tab.

-

Product Quality Center (PQC) Contact Information

-

Hours of Operation: Monday – Friday from 9:00 AM – 7:00 PM Eastern Time

-

E-mail: [email protected]

-

Phone: 1-866-654-7654

Assemblies Replaced for Customer Satisfaction: There may be a warranty or policy situation where an assembly
can be repaired for less cost than replacement, but due to customer satisfaction reasons an assembly replacement
should be considered. In these cases, dealer Service Management must receive pre-approval for assembly
replacement via the Dealer Aftersales Empowerment Portal.
Note: Assemblies replaced for Customer Satisfaction are NOT considered “Customer Enthusiasm” and dealers must
not select the “Customer Enthusiasm” indicator on the warranty claim. Customer Enthusiasm only applies to repairs
within the time and mileage limitations of the Bumper-to-Bumper Limited Warranty period where the known cause of
the failure is not a result of a manufacturers defect.
Assemblies Replaced When No Cause of Failure Is Determined: There may be situations where multiple repair
attempts and/or extensive diagnosis leads to no identifiable cause of failure and for customer satisfaction reasons an
assembly replacement should be considered. If no cause of failure is determined, either contact TAC for further
assistance or dealer Service Management must receive pre-approval for assembly replacement via the Dealer Aftersales Empowerment Portal.
Assemblies Authorized by Brand Quality or Field Service Engineering (FSE) When No Cause of Failure is
Determined: Assembly replacements authorized by Brand Quality or an FSE do NOT require pre-approval via the
Dealer Aftersales Empowerment Portal. Brand Quality or FSE submit notes to TAC for inclusion in the Siebel system
(TAC Case). Documentation in the job card’s Complaint/Cause/Correction fields must confirm that recommended
diagnostic steps were exhausted without remedying the abnormality and that Brand Quality or FSE were involved
with the decision to replace the assembly. GM verifies alignment of the Siebel case comments with the submitted
Job Card comments when determining whether or not to accept the transaction.
Note: TAC is not authorized to approve Assembly Replacement without the involvement of Brand Quality or FSE.
When approval is received by the dealer for assembly replacement via TAC, TAC case comments must indicate the
specific Brand Quality or FSE approval.
Assemblies Replaced Due to Subcomponent Part Delays: There may be situations where transmission components necessary to perform a repair are on a parts backorder and for customer satisfaction reasons an assembly
replacement should be considered. In these cases, dealer Service Management must receive pre-approval via the
Dealer Aftersales Empowerment Portal for assembly replacement from GM.
When GM Pre-Approval is Required for Engine or Transmission Assembly Replacement, follow these steps:
-

DO NOT contact your District Manager Aftersales (DMA, DMA-Remote, or DVM) for approval.

-

Request pre-approval through the Dealer Aftersales Empowerment Portal on GlobalConnect.

-

Provide all required information. Be prepared to include the following information: job card number, VIN,
mileage, how many times the vehicle has been in for the concern, and number of days down.

-

Business Reason comments should include if there are any vehicle alterations or aftermarket parts, and if the
concern has been duplicated by your dealership.

Bulletin No.: 20-NA-138
-

September, 2024

Page 3

After obtaining approval, proceed with the repairs and submit the transaction, attaching the approved Dealer
Aftersales Empowerment Portal request.

Important: Agreement from TAC or PQC (based on the information provided by the Dealer Service Personnel) to
replace an assembly does not constitute final determination that the transaction meets all Service Policy and
Procedure requirements. General Motors reserves the right to audit the transaction, consistent with applicable law, to
ensure compliance with applicable Service Policies and Procedures.

Submission of Warranty Transaction in Global Warranty Management
When submitting the engine or transmission assembly replacement transaction, follow these steps listed below:
1. Enter the serial number of the failed assembly in the “Correction” field, and the serial number of the new
assembly in the assembly part number “Serial Number” field.
2. Scan the shop copy of the job card and attach it to the transaction. Include technician time stamps in support of
diagnosis time or Other Labor Hour (OLH) labor time requests.
3. Include any related CAC case numbers, BQM or FSE notes and documents, and TAC case if applicable.
4. If you used a Cost Comparison Worksheet, scan and attach it to the transaction.
5. The transaction may require routing for GM authorization (H route) to the Warranty Support Center (WSC) for
processing.
Parts Return Requests: If an assembly is requested by the Warranty Parts Center (WPC), include all parts with
your return. Clearly mark or circle with a paint pen the area of concern on the part such as a leak, crack, premature
wear or other defect. All fluids must be drained prior to shipping. The engine oil filter must be drained of oil, properly
packaged and secured in a plastic bag and attached to the engine assembly. Engine and transmission assemblies
must be reassembled sufficiently to allow safe handling. Ensure the engine or transmission are securely fastened to
the shipping crate or shipping container in order to prevent damage or injury during shipment. The following must be
attached to the return shipping container:
-

A legible copy of the shop copy of the job card showing technician comments and containing the serial number
of both the failed assembly being returned and the replacement assembly being installed.

-

A completed Calibration Verification Number (as applicable).

-

Refer to the latest version of WPC Bulletin 99-00-89-019: Global Warranty Management (GWM) Warranty Parts
Center (WPC) Parts Return Program Information for more details.

Core Charges: Assemblies with core charges must be retained for 72 hours beyond receipt of transaction payment
shown in the Global Warranty Management System on the Transaction Summary Report. If a Warranty Parts Center
(WPC) part return request is not received within 72 hours, the core can be shipped to the Core Return Center.
Version

5

Modified

Released June 23, 2020
Revised March 11, 2021 – Added the 2021 Model Year and updated the Service Bulletin
references.
Revised July 13, 2021 – Added the 2022 Model Year and updated policies and process
for situations requiring GM pre-approval.
Revised November 18, 2022 – Added the 2023 Model Year and updated information
under Engine Calibration Verification, When GM Pre-Approval is Required for
Engine or Transmission Assembly Replacement and Assemblies Authorized by
Brand Quality and Field Service Engineering (FSE) When No Cause of Failure is
Determined sections.
Revised September 17, 2024 – Added the 2024-2025 Model Years and updated
information throughout the 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.

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