WARRANTY ADMINISTRATION - POLICY CHANGE:ELEC. DIAG.. Buick Park Avenue 1994

ATTENTION:

SERVICE MANAGER AND WARRANTY CLAIMS ADMINISTRATOR

SUBJECT: WARRANTY ADMINISTRATION -- POLICY CHANGE: ELECTRICAL AND ELECTRICALLY CONTROLLED COMPONENT DIAGNOSIS LABOR ALLOWANCES

MODELS: 1994 BUICK, CHEVROLET, GMC TRUCK, AND PONTIAC VEHICLES 1992-94 CADILLAC AND OLDSMOBILE VEHICLES (CADILLAC AND OLDSMOBILE HAVE HAD THIS POLICY IN PLACE SINCE 1992)

IN OUR MUTUAL EFFORTS TO IMPROVE CUSTOMER SATISFACTION, GENERAL MOTORS IS ANNOUNCING A REVISION TO THE CLAIM PAYMENT PROCESS FOR DIAGNOSIS TIME ASSOCIATED WITH ELECTRICAL AND ELECTRICALLY CONTROLLED COMPONENT REPAIRS. THIS CHANGE IS A RESULT OF INPUT RECEIVED FROM TECHNICIANS, AND AN EXTENSIVE PILOT. THIS NEW PROCESS WILL ALLOW TECHNICIANS TO BE COMPENSATED FOR ELECTRICAL DIAGNOSIS TIME, THROUGH A RANGE APPROACH. THE RANGES WERE ESTABLISHED THROUGH ACTUAL TIME STUDIES.

BEGINNING WITH THE APRIL 1994 REVISION TO THE GM LABOR TIME GUIDE, YOU WILL NOTICE THAT SPECIFIC LABOR OPERATIONS WILL ALLOW AN ADD CONDITION FOR THIS DIAGNOSIS (I.E. H2505). THIS RANGE FORMAT ALLOWS A DEALER/RETAILER TO CLAIM THE AMOUNT OF ELECTRICAL DIAGNOSIS TIME THAT WAS ACTUALLY PERFORMED UP TO THE RANGE MAXIMUM PUBLISHED. IT IS NOT EXPECTED THAT DIAGNOSIS LABOR WILL BE REQUIRED ON ALL REPAIRS.

**THIS ELECTRICAL DIAGNOSIS ADD TIME MUST BE INPUT AS "OTHER LABOR HOURS" ON THE CLAIM OF THE REPAIR PERFORMED. OTHER LABOR HOURS THAT EXCEED THE RANGES LISTED IN THE LABOR TIME GUIDE NEED THE APPROPRIATE AUTHORIZATION.**

THE EXPECTED BENEFITS OF THIS PROCESS CHANGE INCLUDE:

* INCENTIVE FOR TECHNICIANS TO SPEND TIME TO PERFORM PROPER DIAGNOSIS. * IMPROVED CUSTOMER SATISFACTION AND DEALERSHIP CSI PERFORMANCE. * REDUCTION IN CUSTOMER COME BACKS. * INCREASED USE OF TROUBLE TREES AND DIAGNOSIS CHARTS.

IF YOU HAVE ANY QUESTION REGARDING THIS POLICY, PLEASE CONTACT THE APPROPRIATE VEHICLE DIVISION SERVICE REPRESENTATIVE.

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GENERAL MOTORS BULLETINS ARE INTENDED FOR USE BY PROFESSIONAL TECHNICIANS, NOT A "DO-IT-YOURSELFER". THEY ARE WRITTEN TO INFORM THOSE 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 A GENERAL MOTORS DEALER SERVICING YOUR BRAND OF GENERAL MOTORS VEHICLE FOR INFORMATION ON WHETHER YOUR VEHICLE MAY BENEFIT FROM THE INFORMATION.