OWNER REIMBURSEMENT PROCESSING

"This bulletin supersedes bulletin 88-WA-6, dated 3/88. This bulletin includes procedural clarifications and a revised form."

Effective with Credit Cycle 811, dated March 11, 1988, owner requests for refund of $150.00 or greater are no longer to be processed by the dealership through the Warranty Claims Payment System. All such requests for refunds must be processed though the Zone Office.

This policy covers any refund requested by or for a Pontiac vehicle owner where the requested amount exceeds $150.00. Refunds less than $150.00 should be processed on a regular warranty claim by the dealer- ship. In the event a refund is processed through a dealership, it is imperative that the original copies of any repair bills, sublet bills, invoices, etc. be retained by the dealership and attached to the scrapping copy of the warranty repair order as required by the Pontiac Service Policies and Procedures Manual (Article 1.6.1, Paragraph L). The number of the check by which the reimbursement was made must also appear on the warranty repair order. Non-compliance with these requirements could result in a chargeback of the warranty claim(s).

This change in procedure effects only the processing of the owner's refund. The Dealer Service Manager should still handle the resolution of the owner's complaint and should negotiate a proposed settlement as indicated on the reimbursement request form.

All owner refund requests which exceed the $150.00 limit should be submitted to the Zone Office by using the attached Owner Refund Request Form. After negotiating a proposed settlement with the owner, the form should be completed and mailed from the dealership to the Zone Office with all original substantiating documentation. The owner should be given photo copies of the original receipts to retain for his/her records.

An initial supply of 25 forms are enclosed with this bulletin. Additional forms are to be ordered on the Dealer Stationery Order as needed.

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.