Customer Concern Not Duplicated/Verified Labor Operations
| Subject: | Customer Concern Not Duplicated/Verified Labor Operations |
| Models: | 2008 and Prior GM Passenger Cars and Trucks |
| 2008 and Prior HUMMER H2, H3 |
| 2008 and Prior Saturn Vehicles (Canada Only) |
| 2008 and Prior Saab Vehicles (Canada Only) |
This bulletin is being revised to add the 2008 model year. Please discard Corporate Bulletin Number 06-00-89-026 (Section 00 -- General information).
General Motors believes that indicating an attempted repair on the repair order can be a deterrent to customer satisfaction in those cases where the customer concern could not be duplicated/verified.
Therefore, General Motors is providing "Customer Concern Not Duplicated/Verified" labor operations for concerns related to engine, electrical, clutch and transmission-related concerns that typically require a skilled, trained technician review.
Effective with repair orders dated on or after December 1, 1997, claims will no longer be accepted for the following labor operations:
| • | B9995 |
| • | C9995 |
| • | H9995 |
| • | L9995 |
These areas typically can be verified by service management without the aid of trained technicians. Examples would include such customer concerns as that the vehicle headlamps would not turn off and the vehicle is equipped with daytime running lamps or a visual inspection of the fit or finish of a trim item not requiring a repair.
Below is list of the new labor operations and guidelines to follow when using them:
Operation Description | Labor Operation | Labor Time |
|---|---|---|
NOTE: Actual time from 0.1 to 0.3 hr spent to perform the diagnosis is to be entered as "Labor Hours" for the following operations. | ||
Heating and A/C | D9995 | 0.1-0.3 hr |
| ||
Axle and Differential (All RWD Vehicles) | F9995 | 0.1-0.3 hr |
| ||
Brakes | H9991 | 0.1-0.3 hr |
| ||
Engine Mechanical | J9991 | 0.1-0.3 hr |
Engine Fuel | J9992 | 0.1-0.3 hr |
Engine Electrical | J9993 | 0.1-0.3 hr |
Engine Cooling | J9994 | 0.1-0.3 hr |
Engine Emissions | J9995 | 0.1-0.3 hr |
| ||
Manual Clutch Operation (vehicles w/manual transmission) | K9991 | 0.1-0.3 hr |
Manual Transmission (vehicles w/manual transmission) | K9992 | 0.1-0.3 hr |
Transfer Case (All 4WD Vehicles w/transfer case) | K9993 | 0.1-0.3 hr |
Automatic Transmission | K9995 | 0.1-0.3 hr |
| ||
Electrical | N9995 | 0.1-0.3 hr |
| ||
Accessories | R9995 | 0.1-0.3 hr |
Policies and Procedures for Use of These Labor Operation Numbers
| • | "Customer Concern Not Duplicated/Verified" labor operation numbers are to be used only in conjunction with a concern originating from a customer. |
| • | Service management approval must be noted on the repair order prior to the flagging of the operation on the claim. |
| • | "Customer Concern Not Duplicated/Verified" labor operation numbers should not be used in conjunction with a same group (i.e. N9995 with N1780) operation number on the same repair order. |
| • | Technicians should only use "Customer Concern Not Duplicated/Verified" labor operation numbers if they are properly trained in the specific area being diagnosed. |
| • | Pays 0.1 to 0.3 based on actual time (clock time). Actual time required should be submitted in regular labor hours column. |
| • | Description of "Customer Concern Not Duplicated/Verified" must be entered in the Claim Comment Area with claim submission. |
For those unique situations where additional time is required for diagnosis, Other Labor Hours (OLH) may be used with appropriate Service Management approval and authorization.
