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Service Bulletin

File in Section: 00 - General Information

Bulletin No.: 04-00-89-015Q

Date: August, 2017

WARRANTYADMINISTRATION

Subject: Required Operating Procedures (U.S. Only)

Models: 2018 and Prior GM Passenger Cars and Trucks

Attention: This service bulletin does not apply to GM of Canada Service Agents. GM of CanadaAgents should reference the General Motors of Canada Company Service Policies andProcedures Manual.

This Bulletin has been revised to update Frequently Asked Questions. Please discardCorporate Bulletin Number 04-00-89-015P.

The following 8 points are taken from the GM ServicePolicies and Procedure Manual (P&P). They representkey GM requirements for service operations. Forcomplete details of all policies and procedures, pleaserefer to the P&P Manual using the “Dealership Policies,Procedures and Manuals” Quick Link in the Servicesection of GlobalConnect.These are minimum control requirements for GM work.Dealers have the discretion to establish more stringentcontrol requirements for GM, as well as customer payand internal work.

1. AUTHORIZATION TO PERFORMREPAIRSEach policy and warranty job card must be signed bythe customer authorizing Service Agent to perform therequested service/repairs. Authorization must beobtained at initial write-up and prior to any repairs beingperformed. An authorization to perform repairsstatement must be included on every job card. It is thisstatement customer(s) must acknowledge (seeexample below).

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There is to be a clear understanding of responsibility forall charges at the time the job card is written and whilethe customer is present. Any changes regarding who isresponsible for the charges require servicemanagement authorization prior to repairs beingperformed. Customer must be provided a copy of theinitial write-up document.

Acceptable Customer Signatures• Actual signed job card on the authorization line of

the job card. Signatures on other lines of the jobcard are not acceptable.

• A signed early bird envelope, drop off form, orpre-write up worksheet, as long as they contain allrequired information (refer to Article 3.2.2) isincluded on the envelope/worksheet. Thesedocuments must be attached to the job card.

• Electronic authorization (e.g. obtained by tablet),as long as it is obtained prior to the repairs beingperformed and customer acknowledgesauthorizing the repairs. E-signatures must betransferred to the job card and subsequentlydeleted.

Customer Authorization Unavailable• If Service Agent is unable to obtain a customer

signature, service management must state thereason and sign on the authorization line on thejob card, prior to any repairs being performed.Service management approval (explanation, date,time, and signature/initials) is required.

• Any alternative customer concern documentssuch as an early-bird envelope, customer note,email, etc. must be attached to the job card.

• On Service Agent-owned vehicles, including newand used vehicles in inventory, servicemanagement is to sign the job card authorizing thework prior to repair. Service managementapproval (explanation, date, time, and signature/initials) is required. ZFATand ZPDI TransactionType services are excluded from this requirement.

Reference: GM Service Policies & ProceduresManual 3.2.4

2. SERVICE MANAGEMENTAPPROVALS AND TRANSACTIONAUTHORIZATIONSService management approval in the form of asignature (or initials), date, time and explanationdocuments the supervision and consent of ServiceAgent facility service management for all scenarios.Refer to the matrix below.

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This matrix version is effective with job cards datedon/after July 17, 2017.Service Agents can view, print, or download theauthorization matrix located in article 3.2.13.Service Agent must designate one person who isultimately responsible and accountable for themanagement of warranty expense. All approvals mustbe issued by service management. When portions ofresponsibilities are delegated to other members ofmanagement (e.g. Shop Foreman), those membersmust comply with GM Service P&P requirements.Service technicians, warranty administrators, ornon-supervisory hourly personnel must not beempowered for these types of management approvals.All such delegation of approval must be monitored bythe service manager or director, on a routine basis, forcompliance with GM Service P&P.Reference: GM Service Policies & ProceduresManual 3.2.13.

3. DETAILS OF CONCERN, CAUSE ANDCORRECTIONDetails of Concern

The service advisor is responsible for confirming eachcustomer concern as written on the job card. Vaguedescriptions such as "repair oil leak," "engine stalls,"“Service Engine soon light on” or coded descriptions ofcustomer concerns are not acceptable.

If a customer concern is added on after initial write-up,the service agent is required to follow the requirementsof article 3.2.12.

Details of Cause

The technician must document on the shop copy of thejob card all on-board diagnostic trouble codes (DTCs),test equipment readings, suspension alignment before/after readings, brake rotor/drum before/after readings,appropriate specifications, adjustments, circuitnumbers, descriptive locations and indicators. Codeddescriptions are not acceptable. Battery replacements

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require the test result print out from the Midtronics GR8to be attached to the job card. Techniciandocumentation should include all relevant observationsand is not limited to the items listed above. Alltechnician documentation must be traceable back tothe technician performing the repair on the associatedjob card. All diagnostic time claimed must besubstantiated by the technician’s comments.

The complete cause of the failure and a detailedcorrection as stated by the technician must betransferred to all other copies of the job card/invoiceand in the “Cause” and “Correction” comment fields ofthe GWM claim by the Warranty Administrator orresponsible service management personnel.

Details of CorrectionTechnician(s) must document on the shop copy of thejob card the steps taken to correct the customer ’sconcern in detail. Vague comments, such as replacedengine, turned rotors, etc. are not acceptable. Thecomments must be traceable back to the technicianperforming the repair on the associated job card.

Transmission Flush Codes

When repairs involve removal of the transmission fromthe vehicle to perform an internal repair or torqueconverter replacement, technicians MUST documenton the shop copy of the job card the seven (or eight)digit alpha/numeric code, i.e. A10DFB2, from theTransmission Cooling System Service Tool (J-45096).Please see the latest version of Bulletin 17-NA-066 forfurther information.

Control Module Reprogramming

When repairs involve module reprogramming,technicians MUST document on the shop copy of thejob card the Warranty Claim Code provided from SPSwhen programming is complete. The Code must beentered in the “SPS Warranty Claim Code” field of thetransaction. For additional details on SPS WarrantyClaim codes and module reprogramming laboroperations, reference the latest version of bulletin#06-08-47-001.

Replacement of Engine/Transmission Assemblies

Where a complete transmission/engine assembly isreplaced, all Service Agents are required to completethe Cost Comparison Worksheet for Assembly Repairvs. Replacement prior to repair and attach it to the jobcard. The cost comparison estimate portion of theworksheet must be filled out in its entirety, documentingthat assembly replacement is lower cost than repair.Replacement of the assembly should only take place ifmore economical than repair.

This Worksheet must be completed regardless of needwith Service Agent’s status to contact PQC forapproval. This worksheet must also be completed,regardless if GM representative authorization wasobtained for the assembly replacement.

If assembly replacement is required due to failure of anon-serviced sub-component, an explanation must befully documented on the worksheet. If a GM TechnicalService Bulletin is released by GM stating a specific

component is not to be serviced and must be replacedas an assembly, the bulletin can be attached to the jobcard in lieu of the Cost Comparison Sheet.

The cost comparison (price quote) from the partsdepartment can be used instead of the CostComparison Estimate, if the following information isgenerated as part of the form.

• Customer’s name and address• Itemization of parts for repair estimate: part

numbers, cost of parts including handlingallowance, and quantity. Handwritten informationis not compliant with this requirement.

• Itemization of parts for assembly replacement:cost of assembly and core charges. Handwritteninformation is not compliant with this requirement.

• Labor estimate for repairs. This can behandwritten but must be completed on the partsrepair estimate sheet.

• Labor estimate for assembly replacement. Thiscan be handwritten but must be done on theassembly estimate sheet.

If assembly replacement is required due to failure of anon-serviced sub-component, an explanation must befully documented on the worksheet. If a GM TechnicalService Bulletin is released by GM stating a specificcomponent is not to be serviced and must be replacedas an assembly, the bulletin can be attached to the jobcard in lieu of the Cost Comparison Sheet.Reference: GM Service Policies & Procedures Article3.2.8, 3.2.12

4. LABOR TIME/HOURSOLH (Other Labor Hours)

• OLH can only be considered for extenuatingcircumstances after strategy based diagnosticshave been completed.

• Technician must record on the job card the reasonfor OLH. Technician must detail failure and stepstaken to facilitate repairs. Vague comments suchas metal throughout are not acceptable.

• Separate on/off time punches are required on thetechnician’s time ticket for the OLH time claimedon each labor operation with OLH. Technicianmust identify separate on/off punch times whichapply.

Note: Punching on/off physical job cards does notmeet technician timekeeping requirements and isnon-compliant and unacceptable.

• Service management approval, in the form of anexplanation with date, time and signature (orinitials) is required prior to initial job cardsubmission. Service management is responsiblefor the reasonableness of the OLH submitted andto ensure that technician comments adequatelyreflect the time involved. Validation of OLHaccrued on the technician time ticket is required.

• A technician does not need to exhaust base timeto receive OLH.

• Technician inefficiency or lack of training is notsufficient justification for OLH. OLH is not anextension of base time.

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• Phone time with call center technical supportactivity cannot be charged to OLH. Normal roadtest to verify repairs are part of Strategy-BasedDiagnostics and are not eligible for OLH unlessthe extenuating circumstance is documented andapproved by service management.

• Diagnostic, reconditioning and other repair timefor major powertrain components shall be treatedas OLH and must be documented as such.

Approved and Recorded Diagnostic Time

GM follows "Strategy-Based Diagnosis/SymptomDiagnosis", which is an organized vehicle diagnosticsapproach for finding the source/cause of a definedproblem or identified symptom. This is accomplished byfollowing consistent, systematic and logical stepsutilizing published diagnostic procedures andequipment. For example, finding the source of anelectrical problem by following the trouble trees and/ordiagnostic charts, or finding a driveability problem usinga scan tool such as Techline equipment and followingthe trouble code diagnostic charts.

Handling Variable Diagnostic Time: Due to thenature of select repairs, a variable diagnostic timeallowance may be listed separately in the Labor TimeGuide as an Add Time. The amount of variable timeclaimed must be submitted in the “Diagnosis Time”Labour field, and substantiated by techniciancomments and steps taken to facilitate the repair.

• Service managers are responsible for assuringcomplete technician documentation and thereasonableness of diagnostic time claimed.

• Diagnostic/add time claimed above the variablepublished allowance shall be treated as OLH andmust be documented as such.

Straight Time

Straight time (ST) is time not published in the labor timeguide. The technician must document all steps taken tosupport repair. Management is responsible for thereasonableness of the request. The request needs tobe authorized by service management prior to claimsubmission. Straight time is to be submitted in the BaseLabor field of the transaction.

Reference: GM Service Policies & ProceduresArticle 3.2.11

5. TECHNICIAN IDENTIFICATION ANDACCOUNTING OF LABOR TIMEAll standard warranty and policy repair time must bedocumented on the technician’s time ticket by job card.This includes the job card number and technician ID,along with actual date and start and stop time(s) whileon premises the same day.All warranty and policy repair time for any customerconcerns added to the job card (add-ons) after theinitial job card write-up and other labour hours (OLH)must have individual and specific on/off punch times onthe technician’s time ticket by job card line for repair(s)performed.Note: Punching on/off physical job cards does notmeet technician timekeeping requirements and isnon-compliant and unacceptable.

The following are related to the above requirements:

Multiple Vehicle Repairs

For multiple vehicles requiring reprogramming, as wellas service update bulletins and field actions involvinginspections only (no parts replacement), the technicianis not required to punch on/off time tickets by job card.

Technicians may not be clocked on two or more(multiple) job cards at the same time during standardwarranty and/or policy repairs.

For service update bulletins or field actions, whenmultiple VINs are worked on at once, the VIN list fromthe “Open Recall Report”, or an Investigate VehicleHistory (IVH) screen print must be attached to the jobcard. (Per the Service P&P manual, the documentationmust be retained for a minimum of 24 months.)Note: Customer and/or internal repairs are excludedfrom this requirement.

It is permissible to work on a single standard warrantyand/or policy repair event simultaneously with acustomer and/or internal repair event.

Multiple/Lateral Technicians

It is permissible for multiple technicians to work on thesame vehicle, provided all warranty and policy repairtime is noted on the technician time ticket by job cardand unique technician IDs are notated.Note: Actual date and start and stop time(s) ofrepair(s) performed must be recorded on thetechnician’s time ticket by job card.

Brand Maintenance Programs

Technicians who exclusively perform oil changes/tirerotations/MPI services are waived from individual timerequirements. The technician identification must beshown on the technician’s time ticket by job card.

Technicians performing standard warranty and/or policyrepairs in addition to oil changes/tire rotations/MPIservices are required to follow established timedocumentation provisions stated in the P&P manual forstandard warranty and/or policy repairs. The technicianidentification must be shown on the technician’s timeticket by job card.

Broken Time Clocks

A broken time clock must be repaired or replacedimmediately. Service management must write theactual start and stop time(s) on the technician timeticket. The time ticket must be signed or initialed byservice management for each job card.

Reference: GM Service Policies & ProceduresArticle 3.2.9

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6. PROPER DOCUMENTATION ANDRETENTION OF WARRANTY PARTSAll parts information including name, number, quantity,and price is to be recorded on, or attached to the jobcard. All parts are to be identified to the respectiverepair case and cross referenced (line-coded) on thejob card or attached parts sheet.

• Following a warranty repair, all parts are to beturned into the parts department by technicians fortagging, retention and/or return.

• Service Agent(s) are to retain for inspection allwarranty parts (except core parts – core partssection below) for a minimum of 15 days (unlessdirected otherwise by GM Representative) fromthe paid date or until scrapped by a GMrepresentative, whichever occurs first. Any defectsshould be clearly marked (if identifiable).

• Parts not requested within the 15 day retentionperiod, or scrapped by GM representative, MUSTBE DAMAGED BEYOND FURTHER USE ANDSCRAPPED BY THE SERVICE AGENT. Under nocircumstances are these parts to be installed onany vehicle, used in any other application, orresold.

• Assemblies requested by the WPC must bereturned with the proper documentation, CostComparison Worksheet and copy of job card (allscenarios).

• Divisional maintenance related parts (e.g. cabin/air filters) must follow the minimum retentionperiod stated above, with exception stated below:• Oil filters for brand maintenance programs may

be disposed of immediately.• Fluids are not required to be retained.• For specific instructions on core retention, please

reference Service P&PArticle 4.5 – Core ReturnPolicies.

• Tires that are not required to be returned to the tiremanufacturer are to be rendered unusable bycutting a hole in the tire sidewall of at least oneinch in diameter with a hole-saw or drill.

All Warranty core parts (except ESC parts) must beretained for 72 hours beyond receipt of the TransactionSummary showing credit. Service Agents must checkfor WPC requests through the Global WarrantyManagement system. If no WPC return request isreceived within 72 hours of the Service Agent receivinga GWM Transaction Summary Report showing credit,the specified core part must be shipped to the CCACore Return Center within 21 days.WPC requests for part returns must be given priorityover returning to CCA Core Return Center. Core partsthat are returned to the CCA Core Return Center priorto WPC parts request(s) will be debited.Electronic Service Center (ESC) parts should bereturned to the ESC within 30 days to receive corecredit. See Article 2.6 for complete details. The WPCrarely requests ESC parts from Service Agents. ServiceAgents should return exchanged units promptly to theESC, and the WPC will obtain any ESC parts that areneeded directly from the ESCs.

Reference: GM Service Policies & Procedures 3.2.7,4.2, 4.5, Bulletin 99-00-89-019.

7. ACCURATE SUBLET CHARGES ANDRECEIPTSThe following policies apply for repairs sublet by theService Agent to repair shops (including other repairlocations owned by the Service Agent):

• Sublet repair reimbursement is limited to the lowerof the actual sublet invoice or the Service Agent'scomparable allowance, calculated at ServiceAgent parts & labor allowances and published GMlabor time(s). Any discounts or allowances appliedto the sublet invoice or made available to theService Agent for non-warranty repairs are to bealso applied to the sublet reimbursement amount.Repairs are not to exceed the Service Agent'sparts and/or labor allowance as set forth in Articles2.1 and 2.1.1. See the Parts and AccessoriesPolicies and Procedures Manual forreimbursement details when non-GM partsare used.

• Service Agents are not to solicit charges fromsublet shop higher than those customarily chargedby the shop

• Service Agents are to supply the sublet facilitywith parts which are used in the performance ofthe sublet repair. Service Agents are eligible forthe appropriate handling allowance.

• Sublet repairs must not be shown on a warrantytransaction as a Service Agent performed repair. Ifrepair is performed by the Service Agents’ bodyshop, then warranty transaction must reflect laborand parts as such and sublet net item is notallowed.

• Sublet invoices are to contain customer name,VIN, date of repair and a complete description ofrepairs performed. This information must beattached to the job card and be a part of thevehicle history file.

Reference: GM Service Policies & ProceduresArticles 2.5

8. ADD-ON CUSTOMER CONCERNAFTER JOB CARD WRITE-UPAny warranty/policy concern not expressed orally or inwriting by the customer at initial write-up must be firstinspected and verified by the service manager before itis added to the job card. Once the service managerdetermines that the additional repair is necessary andapproves adding the line to the job card, the line maybe added by the service manager, service consultant orany non-technical service department employee. Theservice manager must document their authorization(date, time, signature/initials and explanation) on thejob card prior to work performed. There must be a clearunderstanding how the additional work became aconcern (i.e. customer called back, technician foundduring multi-point inspection), or other supportingdocumentation. The explanation must specificallydescribe what the service manager saw or verifiedupon inspection or road test. Multiple additionalconcerns must each contain this approval. The

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customer must be contacted prior to work beingperformed for their permission to continue with therepair(s). The date and time the customer providedpermission must also be documented on the job card.Individual and specific on/off punch times by job cardline are required on the technician’s time ticket foradd-on repair(s) performed.Note: Punching on/off physical job cards does notmeet technician timekeeping requirements and isnon-compliant and unacceptable.

Regardless of the date, subsequent warranty customerconcerns based on multi-point vehicle inspections areconsidered added customer concerns and will betreated as such.When adding lines to job cards involving dealer-ownedinventory for completion of Safety, Emissions andNon-Compliance Recalls, service manager approval isnot required. Technician punch time requirements stillapply.Reference: GM Service Policies & ProceduresArticles 3.2.12

Frequently Asked QuestionsFrequently Asked Questions

Q: Is straight time considered to be OLH and how doesit relate to time accounting?

A: Straight time is not considered to be OLH. Straighttime requests need to be authorized by servicemanagement prior to claim submission.

Q: Do I have to punch on/off per job card line forwarranty/policy repairs?

A: If one technician is working on the vehicle, he/she isonly required to punch on/off their time ticket once perjob card, unless the job card has an add-on line orinvolves other labor hours (OLH).

Q: Do time punches on job cards qualify as acceptabletime documentation?

A: No. The only acceptable time documentation is whatis recorded on the time ticket for the technician.Technician timekeeping on the job card isnon-compliant and unacceptable.

Q: I have a job card with two or more (multiple)warranty lines that does not require any additionaladd-ons or OLH. How many time punches are requiredfor this repair?

A: Two. One at the start of the repair and one at the endof the repair.

Q: At the initial write-up of the job card, there were twoor more (multiple) warranty lines on the card. It wasdiscovered that the vehicle had an open recall and thatline was added after initial write-up. Do I need to securethe Service Manager’s approval for the add line and doI need to punch on/off for the repair?

A: Yes. Technicians must obtain service managementapproval for add-ons and punch on/off the time ticketseparately for the recall repair (add-on line). If the jobcard is written on a dealer-owned inventory vehicle,and the add-on line involves a Safety, Emissions orNon-Compliance Recall, service manager approval isnot required. The separate on/off punch timerequirement for the add-on repair still applies.

Q: Can you provide me a couple of examples of thenumber of punches needed on a time ticket thatcontains OLH or add-on repairs?

A: Examples provided below (customer-ownedvehicle).

• One OLH item on the job card would equal a totalof 4 punches.• Punch on/off for the overall job card (2

punches). The start time and end timecompleted.

• Punch on/off for the OLH (2 punches)• Reminder: Service Manager Approval forOLH must be documented on the job cardprior to initial transaction submission.Approval must include the ServiceManager’s signature or initials, date, timeand reason why the OLH was approved.

• Note must have the date, time, reason whythe OLH was approved and the ServiceManager’s signature or initials on the jobcard approving OLH prior to work beingperformed.

• An added line to a written job card and one OLHitem would equal 6 total punches.• Punch on/off for the overall job card (2

punches). The start and end time for the totalrepair.

• Punch on/off for the OLH approved (2punches)

• Punch on/off for “Add-on” line item approved (2punches)• Reminder: Service Manager Approval for theadd-on must be documented on the job cardprior to work performed. Approval mustinclude the Service Manager’s signature orinitials, date, time and reason why theadd-on was approved. It must be clear howthe additional work became a concern.

• Note: After initial write up, technicians are requiredto punch on/off any time a line item is added, orOLH is involved.

Q: How must the technician time ticket bedocumented?A: Each job card that a technician works on, regardlessof the number of warranty lines on the ticket, mustcontain the following:

• Job Card Number• Technician

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• Actual date of the repair• Start and stop time for the repair (electronic or

manual clock on/off; cannot be handwritten)

Q: Can a technician work on multiple vehicles at once?A: Yes, as long as the repairs are of the following types:

• Single standard warranty and/or policy repairevent simultaneously with a customer and/orinternal repair event

• Service Update Bulletin or Field Action thatinvolves reprogramming

• Service Update Bulletin or Field Action whichrequires an inspection (no parts replacement)

Note: For service update bulletins or field actions, whenmultiple VINs are worked on at once, the VIN list fromthe “Open Recall” report or an IVH screen print must beattached to the job card. (Per P&P, the documentationmust be retained for a minimum of 24 months.)

Q: As the technician is not required to punch on/off ofcustomer pay work, how do I handle time accountingdocumentation for repairs that may have started out ascustomer pay, but end up being warranty/policy?A: The Service Manager must document the situationin detail on the job card, along with the date, time andsignature (or initials) per the standard servicemanagement authorization procedure.

Q: If my total repair elapsed time is on the customerpay line of the job card, but the job card had onecustomer pay line and two warranty lines on the sameticket, would I be debited back for the repairs?

A: No, as long as the total elapsed time on the timeticket is reasonable to complete all the repairs outlinedon the job card.

Q: Is Certified Pre-Owned (CPO) considered a BrandMaintenance Program?A: For the oil change portion of the program the answeris yes and technicians should follow the BrandMaintenance guidelines outlined in this bulletin. Allother repairs under the warranty portion of the CPOprogram should follow the warranty guidelines outlinedin this bulletin.

Q: There was only one single labor operation thatapplied to both a left and right side component. Thetechnician repaired/replaced both components, butGlobal Warranty Management (GWM) will not allow meto submit two transactions using the same laboroperation. Therefore, both repairs were claimed on thesame transaction and OLH was utilized to claim theadditional labor involved. What are the servicemanagement authorization and technician timeaccounting requirements for the OLH?A: In this situation, the OLH field of the transaction isbeing used to claim for standard repair time. Therefore,authorization and time accounting requirements for the“OLH” do not apply. These requirements only apply totrue OLH, which represents labor to addressextenuating circumstances that are not part of thepublished repair procedure for that component. OLHsubmitted in this situation should not exceed thepublished base time for the single (right or left)component repair. Any OLH above the published basetime would be considered true OLH and would requireseparate on/off time punches and Service Managementauthorization.

GM bulletins are intended for use by professional technicians, NOT a "do-it-yourselfer". They are written to inform thesetechnicians of conditions that may occur on some vehicles, or to provide information that could assist in the properservice of a vehicle. Properly trained technicians have the equipment, tools, safety instructions, and know-how to do ajob properly and safely. If a condition is described, DO NOT assume that the bulletin applies to your vehicle, or that yourvehicle will have that condition. See your GM dealer for information on whether your vehicle may benefit from theinformation.

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