WARRANTY ADMINISTRATION - EXPEDITING PARTS. Buick Skylark 1996

REVISION: 04/22/96

THIS BULLETIN IS BEING REVISED TO CHANGE THE TEXT. PLEASE DISCARD BULLETIN 480502 (SECTION - WARRANTY ADMINISTRATION). ______________________________________________________________________

REVISION: 05/07/96

THIS BULLETIN IS BEING REVISED TO HIGHLIGHT THE PARTS PROCUREMENT PHONE NUMBER FOR CANADIAN DEALERS. THE PREVIOUS CONTENT HAS NOT BEEN CHANGED. GM OF CANADA DEALERS ONLY -- YOUR BULLETIN NUMBER IS 48-05-02. ______________________________________________________________________

REVISION: 12/11/97

THIS BULLETIN IS BEING REVISED TO CLARIFY THE INTENT OF THE PARTS EXPEDITING REIMBURSEMENT POLICY ON VEHICLES WITHIN THE APPLICABLE WARRANTY PERIOD AND ELIMINATE REFERENCE TO BEYOND WARRANTY APPLICATION. ALSO TO DETAIL THE MAXIMUM ALLOWED REIMBURSEMENT, DEFINE COURTESY TRANSPORTATION RENTAL VEHICLE USE IN CONJUNCTION WITH A DEALER-TRADED PART AND REFERENCE GMSPO INFORMATION TO IDENTIFY SPECIFIC CSO-3 FREIGHT EXPENSE. PLEASE DISCARD CORPORATE BULLETIN 48-05-02A (SECTION - WARRANTY ADMINISTRATION). ______________________________________________________________________

REVISION: 02/10/98

THIS BULLETIN IS BEING REVISED TO CHANGE THE DATA REQUIRED COLUMN IN THE THIRD TABLE UNDER THE "CLAIM SUBMISSION" HEADING FROM "LEAVE BLANK" TO "ENTER MD" FOR THE "COMPLAINT CODE". PLEASE DISCARD CORPORATE BULLETIN NUMBER 48-05-02B (SECTION - WARRANTY ADMINISTRATION). ______________________________________________________________________

SUBJECT: WARRANTY ADMINISTRATION -- INFORMATION ON EXPEDITING PARTS

MODELS: ALL PASSENGER CARS AND TRUCKS

IMPORTANT: 'GM OF CANADA' AND 'NAES' DEALERS ARE NOT AUTHORIZED TO UTILIZE THIS SERVICE BULLETIN.

THE FOLLOWING POLICY IS ENACTED TO ADDRESS THOSE RARE OCCASIONS WHEN IT IS NECESSARY TO PROCURE A PART FROM ANOTHER LOCAL GM DEALER OR BY EXPRESS SHIPPING (CSO-3).

THE FOLLOWING PROCEDURE PROVIDES DEALERS WITH AN ADDITIONAL TOOL TO HELP ACHIEVE TOTAL CUSTOMER SATISFACTION DURING ANY NEW VEHICLE WARRANTY PERIOD. THIS PROCEDURE WILL PROVIDE REIMBURSEMENT OF EXPENSES BEYOND NORMAL DEALER PARTS COSTS, UP TO 25 PERCENT GREATER THAN THE GMSPO DEALER NET PRICE OR 100 DOLLARS (WHICHEVER IS LESS), FOR PARTS OBTAINED LOCALLY. EXPENSES INCURRED FOR EXPEDITING GENERAL MOTORS ORDERED PARTS (CSO-3) NOT IN DEALER STOCK CAN ALSO BE REIMBURSED. THIS PROCEDURE SHOULD BE UTILIZED ONLY FOR VEHICLES WITHIN THE WARRANTY PERIOD.

ALL RECORDS AND INVOICES IN SUPPORT OF YOUR CLAIM MUST BE RETAINED IN VEHICLE HISTORY RECORD IN ACCORDANCE WITH ARTICLE 1.6 OF THE GM SERVICE POLICIES AND PROCEDURE MANUAL.

WHEN SUBMITTING FOR REIMBURSEMENT UNDER EITHER OF THE OPERATION NUMBERS, Z5000 FOR PARTS OBTAINED FROM A LOCAL GM DEALER OR Z5001 FOR CSO-3 FREIGHT EXPENSES, THE SERVICE MANAGER IS REQUIRED TO INITIAL AND PROVIDE AN APPROPRIATE EXPLANATION ON THE REPAIR ORDER TO INDICATE APPROVAL OF THE ADDED EXPENSE.

RECOMMENDED PARTS EXPEDITING PROCEDURE:

1. INFORM THE CUSTOMER IF A PART AVAILABILITY ISSUE EXISTS, AND IF ELIGIBLE, OFFER APPROPRIATE "COURTESY TRANSPORTATION". PARTS EXPEDITING REIMBURSEMENT (Z5000) WILL REQUIRE PRIOR DIVISIONAL APPROVAL AND AUTHORIZATION WHERE MORE THAN A ONE DAY RENTAL IS PROVIDED.

2. CONTACT A LOCAL DEALER IN AN ATTEMPT TO OBTAIN NEEDED PARTS FOR SAME DAY REPAIR. DIVISIONS WILL REIMBURSE THE DIFFERENCE BETWEEN DEALER PRICE AND ACTUAL COST, UP TO TRADE PRICE, AS PUBLISHED IN THE GMSPO PARTS AND ACCESSORIES PRICE GUIDE. IF NO TRADE PRICE IS LISTED, REIMBURSEMENT WILL NOT EXCEED 25% OF GMSPO DEALER COST OR $100 WHICHEVER IS LESS. IN EITHER CASE, REIMBURSEMENT WILL NOT EXCEED $100.

3. IN THE EVENT THE NEEDED PART IS NOT AVAILABLE LOCALLY, IT SHOULD BE ORDERED ON A CUSTOMER ORDER FROM GM PARTS. IF THE PART IS NEEDED FOR NEXT DAY REPAIR, ORDER THE PART "CSO-3" (CSO IF OVERNIGHT SERVICE IS NOT AVAILABLE IN YOUR AREA). DIVISIONS WILL REIMBURSE SHIPPING EXPENSES.

IF A PART IS ON BACK ORDER, IMMEDIATELY UPGRADE THE ORDER TO A SPAC (VIP FOR CANADA) CASE.

*IMPORTANT: CANADIAN DEALERS SHOULD CALL 1-800-263-3770 FOR PARTS PROCUREMENT.

4. PLEASE REVIEW THE PARTS APPLICATION AND ADD THE PART TO YOUR NORMAL INVENTORY IF APPROPRIATE.

5. ALWAYS KEEP THE CUSTOMER INFORMED OF THE STATUS OF THE REPAIR.

CLAIM SUBMISSION

PROCEDURE: Z5000 - PART OBTAINED LOCALLY:

IF YOU DO NOT HAVE THE REQUIRED PART IN STOCK AND ARE ABLE TO OBTAIN IT LOCALLY, GM WILL REIMBURSE YOU FOR THE ADDITIONAL DEALER TRADE MARKUP YOU MAY HAVE TO PAY TO OBTAIN THE PART FROM ANOTHER LOCAL GM DEALER UP TO 25% OF THE GMSPO DEALER COST OR $100 WHICHEVER IS LESS.

THE FOLLOWING EXAMPLE USES AN EVAPORATOR CORE THAT YOU NEED, THAT HAS A DEALER NET COST OF $199.80, THE PART IS BEING OBTAINED BY YOU FROM ANOTHER LOCAL GM DEALER (HOMETOWN MOTORS) WHO HAS IT IN STOCK:

YOU ARE ABLE TO PURCHASE THE EVAPORATOR CORE FROM HOMETOWN MOTORS AT A 20% DEALER TRADE PRICE OF $240.00, ($199.80 + 20% = $240.00), A $40.20 MARKUP. WHEN YOUR DEALERSHIP SUBMITS A WARRANTY CLAIM, THE PART AMOUNT WILL BE FIGURED ON THE DEALER NET COST OF $199.80, AT THE NORMAL DEALER MARKUP, 30% FOR 1993 AND PRIOR OR 40% FOR 1994 AND NEWER. EX: $199.80 + 30% = $259.74. THE WARRANTY REPAIR ORDER WOULD USE LABOR OPERATION D3320 WITH THE PART AMOUNT OF $259.74. TO RECOVER THE 20% MARKUP OF $40.20 THAT YOU PAID HOMETOWN MOTORS YOU WOULD SUBMIT AN ADDITIONAL WARRANTY CLAIM FOR OPERATION Z5000 FOR A NET ITEM AMOUNT OF $40.20.

FIELD OF ENTRY DATA REQUIRED

R.O. NUMBER SAME AS REPAIR R.O. DATE SAME AS REPAIR R.O. VIN SAME AS REPAIR R.O. ODOMETER SAME AS REPAIR R.O. PART COUNT LEAVE BLANK PART NUMBER LEAVE BLANK PART COST LEAVE BLANK COMPLAINT CODE ENTER MD FAILURE CODE ENTER 93 LABOR OPERATION ENTER Z5000 LABOR HOURS LEAVE BLANK OTHER LABOR HOURS LEAVE BLANK NET AMOUNT ENTER $$ AMOUNT CLAIMED LINE TOTAL ENTER $$ TOTAL AMOUNT SERVICE ADVISOR I.D. SAME AS REPAIR R.O.

THE DETAIL ELEMENTS FOR THIS CLAIM MAY APPEAR ON YOUR DCS SCREEN IN THE FOLLOWING MANNER (SOME SCREEN LAYOUTS MAY BE DIFFERENT).

PART PART PART COMP FAILURE LABOR LABOR NET LINE CNT NO. COST CODE CODE OP HOURS AMT TOTAL _____________________________________________________ ______________

MD 93 Z5000 $40.20 $40.20

*IMPORTANT: CANADIAN DEALERS SHOULD CALL 1-800-263-3770 FOR PARTS PROCUREMENT.

---------------------------------------------------------------------- PROCEDURE: Z5001 PART ORDERED "CSO-3" (GUARANTEED OVERNIGHT SERVICE FOR CANADA).

IF A CSO-3 ORDER IS NECESSARY, THE FREIGHT EXPENSE WILL BE REIMBURSED. A CLAIM FOR THE REPAIR SHOULD BE SUBMITTED IN THE NORMAL MANNER. AN ADDITIONAL CLAIM/CASE SHOULD BE SUBMITTED FOR THE ACTUAL AMOUNT OF FREIGHT EXPENSE;

I. WITH ONE PART ORDERED, REQUEST THE ENTIRE FREIGHT CHARGES FOR THE CSO-3 ORDER. II. WITH MORE THAN ONE PART SHIPPED FROM GMSPO IN THE SAME BOX, REFER TO THE RAPID 2000 ADVISE OF SHIPMENT ANSWERBACK FOR ITEMIZED FREIGHT COST FOR EACH PART (GMSPO BULLETIN IB #97-312).

IF THE EVAPORATOR CORE IN THE PREVIOUS EXAMPLE HAD BEEN OBTAINED FROM GMSPO THROUGH A CSO-3 PARTS ORDER, THE FOLLOWING EXAMPLE SHOWS CORRECT WARRANTY CLAIM SUBMISSION FOR THE ADDITIONAL COST. THE PUBLISHED GMSPO DEALER PRICE FOR THE CORE IS $199.80. THE GMSPO CHARGES ASSOCIATED WITH THE ORDER ARE ONLY FREIGHT CHARGES, AS ALL SURCHARGES ARE ELIMINATED WITH THIS IMPLEMENTATION OF THE (REMOVE "NEW") G.M. PARTS SYSTEM. THE REPAIRING DIVISION WOULD REIMBURSE ANY APPLICABLE FREIGHT CHARGES, SUBMITTED UNDER LABOR OPERATION Z5001 AS A NET AMOUNT (AS AN EXAMPLE, $18.00 EXPRESS SHIPPING CHARGES).

THE CLAIM SUBMISSION IS SHOWN IN THE EXAMPLE BELOW:

FIELD OF ENTRY DATA REQUIRED

R.O. NUMBER SAME AS REPAIR R.O. DATE SAME AS REPAIR R.O. VIN SAME AS REPAIR R.O. ODOMETER SAME AS REPAIR R.O. PART COUNT LEAVE BLANK PART NUMBER LEAVE BLANK PART COST LEAVE BLANK COMPLAINT CODE ENTER MD FAILURE CODE ENTER 93 LABOR OPERATION ENTER Z5001 LABOR HOURS LEAVE BLANK OTHER LABOR HOURS LEAVE BLANK NET AMOUNT ENTER $$ AMOUNT CLAIMED LINE TOTAL ENTER $$ TOTAL AMOUNT SERVICE ADVISOR I.D. SAME AS REPAIR R.O.

THE DETAIL ELEMENTS FOR THIS CLAIM MAY APPEAR ON YOUR DCS SCREEN IN THE FOLLOWING MANNER (SOME OF SCREEN LAYOUTS MAY BE DIFFERENT).

PART PART PART COMP FAILURE LABOR LABOR NET LINE CNT NO. COST CODE CODE OP HOURS AMT TOTAL _____________________________________________________ ____________ MD 93 Z5001 $18.00 $18.00

REFER TO THE TABLE BELOW WHICH DETAILS THE TYPE OF CLAIMS (INCLUDING SPECIAL CLAIMS) WHEN PARTS EXPEDITING IS APPLICABLE FOR THE COVERED VEHICLE (OR PART) FAILURE. PLEASE REFER TO YOUR WINS CLAIM PROCESSING MANUAL, SECTION VII FOR SPECIAL CLAIM TYPE DETAILS. THE Z5000 AND Z5001 OPERATIONS DO NOT REQUIRE A SPECIAL CLAIM TYPE.

CLAIM TYPE COMPATIBILITY

CLAIM TYPE Z5000 Z5001 REGULAR WARRANTY X X A TYPE X X B TYPE X X C TYPE X X D TYPE E TYPE (CADILLAC ONLY) X X F TYPE G TYPE N TYPE X X S TYPE U TYPE (GMC/CHEVY ONLY) X X

IMPORTANT: NO ADDITIONAL DEALER MARKUP ON Z5000 OR Z5001 IS ALLOWED.

THOSE OPERATIONS ARE INTENDED TO REIMBURSE DEALERS FOR THE ACTUAL EXPENSE THAT OCCURRED AS DEFINED ABOVE.

GM IS MAKING A SIGNIFICANT FINANCIAL COMMITMENT TO HELP REDUCE COMEBACKS AND MAINTAIN THE LEVEL OF CUSTOMER SERVICE DEMANDED BY CUSTOMERS IN YOUR DEALERSHIP. PLEASE USE GOOD JUDGMENT TO ADMINISTER THIS POLICY. WE FEEL EXCEEDING CUSTOMER EXPECTATIONS WILL PAY GREAT DIVIDENDS TO ALL GM DEALERS.

FIGURES: 0 ATTACHMENTS: 0

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.