It’s March! Long, cold winter days are in the past; warmer temps and spring sunshine is just around the corner.
Spring is the perfect time to go through the warranty receivable schedule. Now is the ideal time to review and address rejected claims, route those that...
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Dear Technician
As our service team works to successfully repair our customer’s vehicles and receive reimbursement from GM for warranty repairs, there are some policy considerations that must be adhered to for an overall successful repair.
Please take a minute to review the following tips associated with a...
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Tire Coverage
GM provides the customer reassurance by offering a comprehensive bumper to bumper warranty against defects in material and workmanship, including tires.
Before you proceed with a warranty tire transaction, be sure to confirm the tires are original equipment (OE) or PDI installed Limited Production Options (LPO)...
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Diagnosis Time When a Part is Ordered
When a technician diagnoses a vehicle and ultimately must order a part to make a repair, there isn’t a way to pay the technician for their diagnosis time that day when the vehicle is still drivable, and the customer leaves the dealership with their vehicle....
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Claiming Shuttle
Many dealerships offer their customers a ride home or to work while their vehicle is in the shop for service. This service offers a great convenience for customers, especially when a rental vehicle is not an option.
GM reimburses dealership shuttles at $7.50 for a one-way...
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Option C Labor Rate
On January 1, 2025, dealers enrolled in the Option C labor rate plan will receive an increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most current rate for your dealership.
Dealers are responsible...
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Option C Labor Rate
On January 1, 2025, dealers enrolled in the Option C labor rate plan will receive an increase. The new labor rate can be viewed in GWM within the View Service Agent Profile link. From this link, select Labor Rates to view the most current rate...
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Reducing Rejected Transactions
Even the most experienced warranty administrators get rejected transactions. Whether it be glitches in Global Warranty or unforeseen excessive parts, unfortunately rejected transactions are a daily part of a warranty administrator’s role. Being aware of the rejects you frequently receive is the first step in...
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End of Year
With the end of 2024 fast approaching, the new 2025 model year vehicles are debuting and dealers are planning the end of financial year data. To prepare your service department, all open job cards should be accounted for, the warranty receivable schedule should be current...
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GM Warranty Tips
Certain transactions require supporting documentation when submitted for review with GM Authorization. Remember to include attachments with the following transactions: original job card or part invoice with part warranty transactions; the shop copy of the job card showing service management authorization with repeat and add...
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Option C
Dealers that either elected to enroll (transition from Option A) or re-enroll in Option C Labor Rate in November will receive labor rate adjustments each January 1 for the next three years. The current CPI adjustment rate is at approximately 3.05% through September 2024 data....
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Courtesy Transportation Changes
Used/U-Courtesy vehicles and non-GM branded 3rd party rental vehicles (e.g. Hertz, Enterprise) will no longer be eligible for warranty reimbursement for dealers effective January 3, 2025. Dealers will still be able to utilize OnTrac Software to manage U-Courtesy vehicles after this date, but U-Courtesy vehicles...
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Cadillac Roadside Assistance Transition
Cadillac announced in October that it will begin transitioning a portion of Roadside Assistance services to an additional roadside supplier in the US. In December Cadillac announced that the transition to the new supplier, AAA, was completed on December 10. During the transition, the Cadillac...
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Important!
Be sure that technicians are selecting Vehicle Wide Programming when attempting a VWP procedure vs selecting Vehicle Wide Capture of Module Identification Data. If VWP is not selected no Vehicle Wide Programming will be performed. ...
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Bulletin 24-NA-132
The bulletin, Claim Submission for Vehicle Wide Programming, was updated to add the Chevrolet Suburban, Tahoe, Equinox EV and GMC Yukon, and to update the Silverado EV, Lyriq, and Sierra EV model years. The bulletin provides information on the Warranty Claim Codes associated with VWP...
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EV Related Error Code
Error code 23 is received when attempting to submit a transaction for a restricted model. Typically, this error is received when the dealer has not met any of the 3 EV requirements: training, tools and dealer participation agreement. Review restricted model codes on the Service...
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EV Related Error Code
Error code 23 is received when attempting to submit a transaction for a restricted model. Typically, this error is received when the dealer has not met any of the 3 EV requirements: training, tools and dealer participation agreement. Review restricted model codes on the Service...
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Microsoft Azure and MFA
Heads up to the IT department at the dealership! GM is moving to Microsoft Azure and Multifactor Authentication (MFA) to provide better security and increased reliability. Service Workbench and CSSR have already made the change. Soon access to all applications, including GlobalConnect, will be managed through Microsoft Azure. There is a...
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Tire Coverage
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Warranty Coverage
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Courtesy Transportation
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Battery Transaction Requirements
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Warranty Briefs: Warranty Battery Replacements
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Roadside Assistance
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Service Management Approvals and Authorizations
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Maintenance Programs
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Warranty Columns
There’s a lot of steps to get to an accepted warranty transaction. Every repair, whether it is customer pay or warranty begins with the customer check in process, where the customer is greeted and directed to an available advisor in preparation for consulting.
The service advisor...
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More From Warranty 101
What can you learn from a warranty transaction?
A submitted warranty transaction is intended to tell the story of the repairs that were performed through concern, cause, and correction documentation, parts, labor operation, labor time and supporting information. The claim may also provide insight into potential warranty issues, including excess expense or frequency...
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Service Information: The Labor Time Guide, Warranty Job Aid, and Bulletins/Documents
A big part of learning the ins and outs of warranty is knowing how to use the tools at your disposal. Learning how and when to use the available warranty tools can make a difference in the quality of claim submissions and possibly a reduction...
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Important Bulletins & Bulletin Updates
Bulletin 23-NA-154 (version 4) - Required Operating Procedures-8 Points bulletin has been revised to include important updates to Authorization Matrix. The Service Management Approval Required section now includes authorization item: Goodwill Labor Ops within Dealer Empowerment (Labor Op 0600005, 0600015, 06000343, 0600425). Authorization is required prior...
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Customer Authorization to Perform Repairs
No customer signature continues to be one of the most common warranty non-compliance deviations.
Each policy and warranty job card is to be signed by the customer authorizing the dealer to perform the requested service/repairs. Authorization must be obtained at initial write-up and prior to any...
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Pre-Repair Authorization
The Pre-Repair Authorization (PRA) Process and Information Bulletin, 18NA306, was updated in early-August to include the 2025 model year and update details on when the PRA process is not required.
Remember! A Pre-Repair Authorization number is required before any of the restricted components listed in the...
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Bulletin Updates
Bulletin 21-NA-068 Transmitter Key Fob Warranty Replacement Requirements has been updated to include the 2025 model year. The bulletin applies to 2017-25MY GM passenger cars and trucks that are equipped with RPOs ATH or AVJ: Lock control, entry- remote entry, extended range, passive entry, all...
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Loaner Reimbursement
Loaner Reimbursement - The following policies are in effect when a dealer requests reimbursement for a loaner vehicle expense.
The number of vehicle loaner reimbursement days claimed must be justified by the warranty repair(s) performed. Vehicle loaner periods are to be based on actual time the...
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Service Technical Bulletin Updates
Several important warranty bulletins have recently been updated. As with Service Technical Bulletins, always be sure to reference the most current version.
The Required Operating Procedures – 8 Points Bulletin, 23-NA-154 (Version 3), has been updated to include BrightDrop models and to include the 2025 model...
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The warranty information has been updated within bulletin 13-06-01-003H that addresses excessive oil consumption. The bulletin applies to certain vehicles equipped with a 2.4L engine. Technicians are instructed to verify that the ECM has the latest TIS2web calibration, inspect for obvious oil leaks, and perform...
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More Technical Notes
Assembly Part Return Requests
If an assembly is requested by the WPC include all parts with the return. Clearly mark or circle the area of concern on the part. All fluids must be drained prior to shipping. Assemblies must be reassembled sufficiently to allow safe handling. Ensure that the...
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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...
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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, service management must receive pre-approval for assembly replacement via the Dealer...
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Error Code 005
Error code 005 addresses an invalid GMIN for the technician. To correct the error, verify that the entered GMIN is accurate and active in GlobalConnect for the technician that performed the repair. If the GMIN appears correct, contact the Center of Learning for assistance. ...
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Recall N242435631
The recall has been revised to remove the radio programming and to update the warranty information table. The current version (5) provides a labor operation for verifying that the serial data gateway module is programmed with same level software or calibration and a labor operation...
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Assemblies
Dealers are to perform the most cost economical repair when considering assembly repair or replacement. A cost comparison worksheet is recommended. Pre-approval requests submitted through the Empowerment Portal when assembly replacement is found to be the most economical repair is not necessary and will be...
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STC Improvements
Enhancements to training courses includes updates to the Virtual/Performance Instructor-Led Training (V/P-ILTs) course format. Now through the end of the year, existing V/P-ILT courses will transition to V-ILT (virtual training with a live instructor), Knowledge Check (replaces Self Study) (brief assessment that technicians take on...
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2025 Cadillac Lyriq
Beginning with the 2025 model year, the under-hood sight-shields have been removed from the Cadillac Lyriq. Technicians should not order the shields while completing PDI as they are intentionally missing. ...
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GM’s new Marketplace app has the potential to save time and make everything from the daily commute to family vacations easier. The app lets you order food, make restaurant and hotel reservations, and find gas stations from behind the wheel. Two million drivers already have...
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More Industry News
The Detroit Three
None of the Detroit Three brands made the top ten in the latest Consumers Report Reliability Report. The top five brands in this year’s study are Subaru, Lexus, Toyota, Honda, and Acura. GM’s Buick brand had the best results of the Detroit Three and GM’s...
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Cadillac Lyriq-V
The Cadillac Lyriq-V is the first electric SUV to earn the V-series badge. The model will join the brand portfolio in Spring 2025. The Lyriq-V combines the luxury and refinement of the Lyriq with the performance of the V-series. ...
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Dark Mode
GlobalConnect now offers the ability to toggle between light and dark modes. Click the sun/moon icon at the top of the page to toggle between modes. ...
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Cadillac XT4
The Cadillac XT4 is scheduled to be discontinued in January. The XT4 was introduced in 2018 and is the smallest and least expensive of Cadillac’s three gasoline powered crossovers. US sales of the XT4 are down 12% through this year through September. ...
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Vistiq Electric Crossover
The Vistiq three row electric crossover is expected to arrive for the 2026 model year. The model will round out Cadillac’s electric crossover lineup, which also includes the midsize Lyriq, and the upcoming compact Optiq. The Vistiq will slot between the midsize Lyriq and the...
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Diesel Vehicle Recall
Approximately 461,839 diesel vehicles are being recalled due to a faulty transmission control valve. The defect may lead to wear and tear, resulting in gradual loss of pressure and a temporary wheel lock-up. The recall affects 2020-22 Silverado 1500/2500/3500 and Sierra 1500/2500/3500, 2021 Escalade, Escalade...
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Freshened Tahoe & Suburban
Chevrolet has begun building its freshened Tahoe and Suburban full size SUVs in Arlington, TX with hopes to maintain its sales leadership but to also draw in new buyers with the updated tech and a diesel engine option. ...
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ICE Simplification
GM has said its freshened and redesigned internal combustion vehicles are more profitable than their predecessors because it has made them simpler and less costly to build. Small and mid-size crossovers are now yielding mid to high single digit margins. The Trax for instance has...
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Customer Satisfaction Recall 15801A: Emergency Vehicle Reduced Power: The previously placed reprogramming hold on all 2012 model year vehicles involved in the recall, due to missing variables in the required calibration, has been removed. The new calibration is now updated and available for all 2012...
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More Recall Updates
January 2025 Recall Update
Safety Recall N242454440-01 Momentary Rear Wheel Lock-Up: Dealers are instructed to install new transmission control module software in certain 2020, 2021, and 2022 model year Cadillac Escalade, Escalade ESV, Chevrolet Silverado 1500/2500/3500, Suburban, Tahoe, GMC Sierra 1500/2500/3500, Yukon, and Yukon XL vehicles. The new software...
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December 2024 Recall Update
Customer Satisfaction Recall N242435631-05 Serial Data Gateway Module: The recall bulletin has been updated to provide a revised service procedure and warranty information. The recall was updated on 10/29/2024. The recall is in effect until October 31, 2026 and involves certain 2022-24 Chevrolet Silverado 1500,...
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November 2024 Recall Update
Safety Recall N232408490-01 (Both Sides), N232408491-01 (Left Side), N232408492-01 (Right Side) Roof Rail Airbag Inflator May Rupture: The recall that affects certain 2014 Buick Verano vehicles has been updated to also include certain 2014 Chevrolet Cruze vehicles.
Safety Recall N232408494 Both Roof Rail Airbag Inflators May Rupture: The...
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October 2024 Recall Update
Safety Recall N212345946-02 High Voltage Battery May Melt or Burn: The revised bulletin contains an update to the parts language. The recall affects certain 2020-22 Chevrolet Bolt EV and 2022 Chevrolet Bolt EUV vehicles.
Safety Recall N232404980-01 Driver Front Airbag Inflator May Rupture: The bulletin has...
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September 2024 Recall Update
Special Coverage N232395330-01 Turbocharger Replacement: The parts table has been revised within the special coverage bulletin that affects certain 2017-18 Buick Encore, Chevrolet Sonic, and Chevrolet Trax models equipped with a 1.4L engine.
Customer Satisfaction Recall N232414840-02 Intermittent Loss of Trailer Brakes: The recall bulletin has...
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August 2024 Recall Update
Safety Recall N232408490 (Both Sides), N232408491 (Left Side), N232408492 (Right Side) Roof Rail Airbag Inflator May Rupture: In certain Buick Verano and Chevrolet Cruze vehicles the left and/or right-side roof rail airbag (RRAB) inflator may contain a manufacturing defect which may result in a rupture...
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July 2024 Recall Update
Safety Recall N232426400-04 Tailgate May Open Unexpectedly: The recall bulletin has been revised to update the service procedure to include an inspection requirement. The service part must be inspection prior to installation. The recall affects certain 2020-24 Chevrolet Silverado HD 2500/3500 series and GMC Sierra...
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June 2024 Recall Update
Safety Recall N232413120-02 Driver Front Airbag Inflator May Rupture: The recall bulletin has been updated to announce that all remaining VINs have been moved to open status. The recall involves certain 2013 Buick Verano, Chevrolet Aveo, Camaro, Sonic, Trax, and Volt models.
Customer Satisfaction Recall N232413430...
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Error 919: Vehicle Evaluation Criteria is not compatible with this labor code X: This error code presented itself on a maintenance program service for a 2013 Chevrolet Silverado. The dealership submitted the labor operation for an oil change, tire rotation, and MPVI for the 2-...
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More Reject of the Month
Reject of the Month - January 2025
The owner of a 2022 Chevrolet Tahoe brought their vehicle into the dealership in August to address a no start condition. The customer stated that the vehicle has accessory power but will not turn over.
The technician confirmed the customer’s concern and performed diagnosis. Metal was...
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Reject of the Month - December 2024
Error 801: Odometer reading submitted exceeds the vehicle warranty distance limit.
Error 802: The number of days in service exceeds the vehicle warranty time limit.
Error 803: The number of days and distance exceeds the vehicle warranty limits.
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A dealer will receive error 801, 802, or 803 when...
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Reject of the Month - November 2024
Vehicle Wide Programming: Bulletin 24-NA-132, version 3, was released in mid-October. The updated version includes the Suburban, Yukon, Tahoe, Equinox EV models and updated the Silverado EV, Lyriq, and Sierra EV model years.
The bulletin provided introduction to the Warranty Claim Codes associated with Vehicle Wide...
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Reject of the Month - October 2024
Error 857: SPS events not found for all modules related to Field Action.
A dealer performed Recall N242435631: Serial Data Gateway Module and Radio on a 2024 Chevrolet Tahoe. The recall addresses a condition in which the battery is at risk for a drain following an...
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Reject of the Month - September 2024
Follow Up: The August edition of the Warranty News contained a Reject of the Month issue related to error message 021: Service Agent Exceeded the Allowed Amount for ZREG Transaction Type.
The almost $9,000 transaction for an engine replacement on a 2024 Chevrolet Silverado with 38...
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Reject of the Month - August 2024
Error 21: Service Agent Exceeded the Allowed Amount for ZREG Transaction Type
A job card was opened in April to address a coolant leak on a 2024 Chevrolet Silverado with 38 miles on the odometer. The customer stated that steam was rising from under the hood....
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Reject of the Month - July 2024
Error 111: Days allowed between Repair Completion and Job Card Date was exceeded.
On 12/1/2023, a customer dropped their 2023 Chevrolet Malibu off at their local dealership for repair. The customer noticed that the battery would not hold a charge and a check engine was light...
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Reject of the Month - June 2024
Error Code 859: SPS Claim Code has already been used on previous claim.
The owner of a 2024 Chevrolet Silverado took their vehicle to the service department for resolution of two intermittent concerns. The first concern was with an inoperable radio and only the bowtie emblem...
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