For 1990-2009 cars

# ROADSIDE SERVICE ENHANCEMENTS (INFORMATIONAL)

#### Subject: Roadside Service Enhancements -----------------------------

#### Models: 1993-97 Cadillac Models -----------------------

This bulletin is being revised to change the applicable model years. Please discard Corporate BuiletTn Number 310114 (Group Reference - General Information). I

The Cadillac Roadside Service Enhancements have proven to be a valuable asset to our customers and gives Cadillac a decisive edge over the competition. The major enhancements are Emergency Road Service and Trip Interruption. This bulletin describes the dealer procedures for Emergency Road Service and Trip Interruption.

#### Emergency Road Service

Beginning with the 1993 model Cadillacs, the five types of no-charge emergency road services described below are provided for 48 months/50,000 miles, whichever comes first.

Dealers have the option of using the Roadside Service Truck or an outside service provider to provide Emergency Road Service. When an outside service provider is used, provisions should be made to bill the dealership directly for the services. Customers within the coverage period should not be billed for these services. Each case must be documented on a separate repair order with the appropriate bills (outside service, tow, fuel, etc.) attached and the Roadside Service case number noted, if available.

Described below are the five Emergency Road Services and claim procedures:

#### Towing

Towing is provided for any non-warranty situation (such as stuck in snow, accident, etc.). For claim submission use Labor Operation Z8011, failure code 98, and a net dollar amount. The original copy of the tow bill must be aftached to the repair order. While there is no stated limitation on towing distance, the vehicle should be towed to the nearest service facility.

#### Lock Out Assistance

Lock out assistance covers lost keys and keys locked in the car. If this service is performed by a Roadside Service dealer using their Roadside Service truck, the allowable charge is the normal $35 U.S. or $40 Canadian Service fee, one half hour labor at your current warranty labor rate, at time and a half overtime premium, extended travel range allowance if applicable (defined as $1 per mile or kilometer beyond 30 miles or 50 kilometers one way), and any applicable parts cost for replacement keys.

If this service is performed by an outside service provider, the original copy of a detailed bill must be attached to the repair order. For claim submission use Labor Operation Z8012, failure code 98 (whether service provided by dealer or by an outside supplier), and a net dollar amount.

#### Fuel Delivery

Fuel delivery covers any out-of-fuel situation and includes up to five gallons or 20 liters of fuel. If this service is performed by a Roadside Service dealer using the Roadside Service truck, the allowable charge is the normal $35 U.S. or $40 Canadian Roadside Service fee, one half hour labor at your current warranty labor rate, at time and a half overtime premium, extended travel range allowance if applicable, and the reasonable fuel costs.

If this service is performed by an outside service provider, the original copy of a detailed bill must be attached to the repair order. For claim submission use Labor Operation Z8013, failure code 98, (whether service was provided by dealer or by outside provider), and a net dollar amount.

#### Battery Jump Start

Jump starts are covered for any non-warranty situation (for example, lights left on or vehicle not started for long period of time.) If this service is performed by a Roadside Service dealer using the Roadside Service truck, the allowable charge is the normal $35 U.S. or $40 Canadian Roadside Service fee, one half hour labor at your current warranty labor rate, at time and a half overtime premium, and extended travel range allowance if applicable.

If this service is performed by an outside service provider, the original copy of a detailed bill must be attached to the repair order. For claim submission use a net dollar amount, Labor Operation Z8014, failure code 98, (whether service was provided by dealer or by an outside provider).

If the no start condition appears to be caused by a warranted component failure, a diagnostic evaluation should be made, the component(s) replaced/repaired and the claim submitted as a regular warranty item. T6720 should only be used to cover the authorized expenses associated with the Roadside Service visit. Refer to the Roadside Service Operations Manual for more details.

Battery Pro-Rate Eliminated - In the interest of Customer Satisfaction, the battery pro rate charge has been eliminated during the bumper-to-bumper warranty period. The pro-rate continues to apply on 1993 and prior models after 12 months or 12,000 miles. Refer to the Service Policies and Procedures Manual for details.

#### Flat Tire Change

Flat tire changes, but not repair or tire replacements, are covered. Tire replacement/repair may be covered under the tire manufacturer's warranty if there is a manufacturing defect. If this service is performed by a Roadside Service dealer using the Roadside Service truck, the allowable charge is the normal $35 U.S. or $40 Canadian Roadside Service fee, one half hour labor at your current warranty labor rate, at time and a half overtime premium, and extended travel range allowance if applicable.

If this service is performed by an outside service provider, the original copy of a detailed bill must be attached to the repair order. For claim submission use a net dollar amount, Labor Operation Z8015, failure code 98, (whether service was provided by dealer or by an outside provider).

#### Trip Interruption

Roadside Service Trip Interruption reimbursement is provided for 48 months/50,000 miles, whichever comes first. If owners of Cadillacs within these parameters have their trips interrupted because of a warranted component failure, the owners can be reimbursed for reasonable expenses incurred for hotels, meals, and rental cars or taxis while the vehicle is being repaired. In these situations, every effort should be made to repair the vehicle quickly to minimize owner inconvenience. Thp Interruption applies only to repairs on warrantable conditions that render the vehicle inoperable.

Reimbursements made at the time of the applicable warranty repair do not require a separate repair order. However, reimbursements subsequent to the warranty repair or provided by a dealer other than the repairing dealer will require a separate repair order. In either case, the claim should be submiffed under Labor Operation Z8010, failure code 98, and a net dollar amount as a claim type "S." If the reimbursement is done by a dealer other than the repairing dealer, (1) a copy of the warranty repair order and all original receipts must be attached to the repair order; and (2) the claim must include the customer name, address, and check number in the comments field of the claim detail. Refer to the WINS Claims Processing Manual for more details.

Documentation supporting all Roadside Service enhancement claims must be maintained as described in the Service Policies and Procedures Manual. Affached is a summary of the claims submission procedures. Please review these procedures with all customer contact and warranty personnel. If you have questions, please contact your District Service Manager or Cadillac Roadside Service.

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.