For 1990-2009 cars

# WARRANTY ADMINISTRATION CLAIM SUBMISSION

REVISION: 01/12/96

THIS BULLETIN IS BEING REVISED TO MAKE REVISIONS TO THE TEXT. PLEASE DISCARD BULLETIN 41-05-04 (SECTION - WARRANTY ADMINISTRATION). **********************************************************************

#### SUBJECT: WARRANTY ADMINISTRATION -- CHANGES IN CLAIM SUBMISSION AND NECESSARY APPROVAL FOR CADILLAC GOLD KEY COURTESY TRANSPORTATION

#### MODELS: ALL 1996 AND PRIOR CADILLAC MODELS

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

IN DIRECT RESPONSE TO DEALER COUNCIL REQUESTS, AND IN OUR CONTINUING EFFORT TO IMPROVE CUSTOMER SATISFACTION, WE ARE PLEASED TO ANNOUNCE THAT THE CADILLAC NATIONAL DEALER COUNCIL AND CADILLAC MOTOR CAR DIVISION HAVE APPROVED THE FOLLOWING CHANGES TO THE GOLD KEY COURTESY TRANSPORTATION PROGRAM EFFECTIVE DECEMBER 1, 1995.

LABOR OPERATION NUMBERS

* BOTH PHASE 1 AND PHASE 3 OF THE PROGRAM HAVE BEEN ELIMINATED. THEREFORE, ALL CLAIMS WILL UTILIZE Z7901 THROUGH Z7906 LABOR OPERATIONS BASED ON THE NUMBER OF DAYS THE VEHICLE WAS UTILIZED. * EFFECTIVE OCTOBER 31, 1995 Z8001-Z8006 LABOR OPERATIONS WERE ELIMINATED. CLAIMS SUBMITTED USING THESE LABOR OPERATIONS WILL BE REJECTED.

REGARDLESS OF THE SOURCE OF THE VEHICLE USED, THE FOLLOWING LABOR OPERATIONS SHOULD BE USED.

NUMBER OF DAYS COURTESY VEHICLE WAS PROVIDED LABOR OPERATION

1 Z7901 2 Z7902 3 Z7903 4 Z7904 5 Z7905 >5 Z7906 SHUTTLE, TAXI, OR FUEL Z7910

SOURCES OF LOANER VEHICLES: ENTERPRISE RENT-A-CARS THE PREFERRED PROVIDER FOR COURTESY TRANSPORTATION VEHICLES, HOWEVER, VEHICLES CAN BE OBTAINED FROM ANY SOURCE (DEALER OWNED VEHICLES, AUCTION VEHICLES, OFF-LEASE VEHICLES, VEHICLES OBTAINED FROM RENTAL CAR COMPANIES, ETC.) MAY BE UTILIZED. DEALER OWNED VEHICLES WILL NO LONGER REQUIRE DEALERS TO PAY A $200.00 ENROLLMENT FEE TO BE ELIGIBLE FOR REIMBURSEMENT UNDER THE PROGRAM. THE REQUIREMENT THAT ALL COURTESY TRANSPORTATION VEHICLES PROVIDED (REGARDLESS IF CADILLAC OR OTHER MAKE) BE WITHIN 3 MODEL YEARS, REMAINS UNCHANGED. (I.E. DURING THE 1996 MODEL YEAR, 1994, 1995 AND 1996 MODEL VEHICLES QUALIFY FOR REIMBURSEMENT.

* NOTE: WHEN A CADILLAC IS NOT AVAILABLE, EVERY EFFORT SHOULD BE MADE TO PROVIDE A GM VEHICLE AS A LOANER.

* WHEN IS A CUSTOMER ELIGIBLE FOR A LOANER? THE 2.0 HOUR LABOR TIME GUIDE MINIMUM FOR CUSTOMER WARRANTY SERVICE REQUIREMENT FOR THE UTILIZATION OF A COURTESY VEHICLE HAS BEEN ELIMINATED. THE ONLY REQUIREMENT IS THAT THE OWNER'S VEHICLE BE UNAVAILABLE DUE TO A WARRANTY REPAIR.

* WARRANTY REIMBURSEMENT

DAILY REIMBURSEMENT RATES HAVE BEEN REVISED. WARRANTY CLAIMS FOR COURTESY TRANSPORTATION WILL BE REIMBURSED AT ACTUAL COST UP TO A MAXIMUM OF $35.00 PER DAY ONLY WHEN A CADILLAC VEHICLE IS PROVIDED. NON-CADILLAC VEHICLES WILL CONTINUE TO BE REIMBURSED AT ACTUAL COST UP TO A MAXIMUM OF $30.00 PER DAY. THE ATTACHED WARRANTY REIMBURSEMENT DETAILS MATRIX WILL AID IN DETERMINING THE SPECIFIC LABOR OPERATIONS AND REIMBURSEMENT AMOUNTS FOR PROCESSING CLAIMS.

* HIGH EXPENSE DEALERS

SELECTED DEALERS THROUGHOUT THE COUNTRY HAVE BEEN DESIGNATED AS "HIGH EXPENSE DEALER" BY ENTERPRISE RENT-A-CAR AND WERE NOTIFIED IN WRITING BY THEIR ZONE OFFICE. THESE DEALERS WILL BE REIMBURSED AT ACTUAL COST UP TO A $45.00 THE FIRST DAY, AND $35.00 EACH SUBSEQUENT DAY, ONLY WHEN A CADILLAC VEHICLE IS PROVIDED. THIS RATE APPLIES TO CADILLACS ONLY REGARDLESS OF THE SOURCE THE VEHICLE WAS OBTAINED FROM. VIN MUST BE INPUT IN THE COMMENTS FIELD IN ALL CASES.

WHEN SUBMITTING WARRANTY CLAIMS WHERE A COURTESY VEHICLE HAS BEEN PROVIDED TO THE CUSTOMER, THE 17 CHARACTER VIN OF THE COURTESY VEHICLE BEING PROVIDED MUST BE ENTERED IN THE FIRST 17 SPACES OF THE "COMMENTS" FIELD. WHEN A PHASE 2 CLAIM IS SUBMITTED AND THE VEHICLE WAS OBTAINED FROM ENTERPRISE RENT-A-CAR AN "E" MUST BE ENTERED IN THE 18TH SPACE OF THE COMMENTS FIELD. FAILURE TO INCLUDE THIS INFORMATION WILL RESULT IN THE CLAIM BEING DEBITED.

* ZONE AUTHORIZATION

ZONE AUTHORIZATION WILL BE NECESSARY TO SUBMIT ANY CLAIM FOR 4 OR MORE DAYS OF USE OF ANY COURTESY TRANSPORTATION VEHICLE. (DEALER SELF-AUTHORIZATION WILL NOT BE SUFFICIENT.)

* ADDITIONAL CLARIFICATION OF PROCEDURES WHAT CONSTITUTES A DAY WHEN CALCULATING THE NUMBER OF DAYS A VEHICLE HAS BEEN IN USE, A DAY IS DEFINED AS A 24 HOUR PERIOD.

* WEEKENDS SCHEDULING REPAIRS ON FRIDAYS OR THE DAY BEFORE A HOLIDAY DOES NOT ENHANCE CUSTOMER SATISFACTION WHEN THE REPAIRS CANNOT BE COMPLETED THAT DAY. EVERY EFFORT SHOULD BE MADE TO SCHEDULE CUSTOMER REPAIR VISITS TO COINCIDE WITH THE AVAILABILITY OF QUALIFIED TECHNICIANS. COURTESY TRANSPORTATION VEHICLES SHOULD ONLY BE PROVIDED TO A CUSTOMER OVER THE WEEKEND OR HOLIDAYS WHEN THE CUSTOMER IS EXPERIENCING A SAFETY RELATED WARRANTY FAILURE OR HAS A VEHICLE THAT IS INOPERATIVE DUE TO WARRANTY FAILURE.

* CHARGES PER DAY THE GENERAL MOTORS SERVICE POLICIES AND PROCEDURES MANUAL (REVISED VERSION 10/94), UNDER DEFINITION OF TERMS, DEFINES SUBLET REPAIRS AS "ANY REPAIR OR SERVICE PERFORMED BY A THIRD PARTY ENGAGED BY THE DEALER TO PERFORM SUCH REPAIRS OR SERVICES". IT FURTHER STATES, IN ARTICLE 1.5.7 SUBLET REPAIRS PAGE 14, "SUBLET REPAIRS WILL BE REIMBURSED AT DEALER'S ACTUAL COST LESS ANY DISCOUNTS OR ALLOWANCES THAT APPLY TO THE SUBLET INVOICE BUT NOT TO EXCEED THE DEALER'S PARTS AND/OR LABOR ALLOWANCE AS SET FORTH IN ARTICLES 1.5.1 AND 1.5.2." IT HAS BEEN NOTED THAT SOME DEALERS HAVE AGREEMENTS WITH RENTAL COMPANIES THAT PROVIDE A "REBATE, DISCOUNT OR OTHER ALLOWANCE" FOR RENTAL OF VEHICLES USED FOR NON-WARRANTY RELATED REPAIRS. THESE ALLOWANCES AFFECT THE DEALERS ACTUAL COST AND MUST BE APPLIED TO PHASE 2 VEHICLE CLAIMS. THE DAILY RATE FOR ALTERNATE TRANSPORTATION VEHICLES FURNISHED IN CONJUNCTION WITH WARRANTY REPAIRS AND THIS PROGRAM MAY NOT EXCEED THE CUSTOMARY RATE CHARGED BY THE PROVIDER IN THE DEALER'S AREA OR FOR RENTAL VEHICLES UTILIZED IN NON-WARRANTY SITUATIONS. ANY DEVIATION WILL RESULT IN CHARGE BACKS.

IF YOUR DEALERSHIP HAS BEEN OVERPAID, PLEASE FOLLOW THE PROCEDURE OUTLINED IN CADILLAC DEALER SERVICE INFORMATION BULLETIN NUMBER 93-I-23 (FEBRUARY 1993), "DEALER SELF-DEBIT".

THE GOLD KEY COURTESY TRANSPORTATION PROGRAM WAS DESIGNED TO INCREASE OUR CUSTOMER'S SATISFACTION BY PROVIDING THEM WITH TRANSPORTATION WHEN THEIR CADILLAC WAS UNAVAILABLE DUE TO A WARRANTY-RELATED REPAIR. THIS REMAINS OUR OBJECTIVE AND WE MUST USE ALL THE TOOLS AVAILABLE TO EXPEDITE THESE REPAIRS.

#### IMPORTANT: EVERY EFFORT SHOULD BE MADE TO COMPLETE REPAIRS AS QUICKLY AS POSSIBLE AND GENERALLY IN LESS THAN 3 DAYS.

IF PARTS ARE NEEDED AND NOT IN DEALER INVENTORY, PLEASE REFER TO WARRANTY ADMINISTRATION BULLETIN NUMBER 480502 (AUGUST 1994) WHICH DETAILS THE PROCEDURE FOR EXPEDITING PARTS FOR ASSISTANCE WITH PARTS DELAYS.

UTILIZATION OF CADILLACS PURCHASED UNDER PREVIOUS PHASE 3 PROGRAMS CADILLACS PURCHASED AND OPERATED BY DEALERSHIPS UNDER CADILLAC'S PREVIOUS "PHASE 3" COURTESY TRANSPORTATION PROGRAMS ARE ELIGIBLE FOR REIMBURSEMENT FOR COURTESY TRANSPORTATION USE PROVIDED THEY MET THE FOLLOWING CRITERIA.

* FOR 1995 MODELS - VEHICLES WERE RETAINED IN COURTESY TRANSPORTATION SERVICE FOR AS MINIMUM OF 180 DAYS AND MET THE REQUIREMENT OF 18 NON-REIMBURSED LOAN EVENTS. * FOR 1996 MODELS - VEHICLES MET THE REQUIREMENT OF 18 NON-REIMBURSED LOAN EVENTS REGARDLESS OF THE AMOUNT OF TIME THE VEHICLE WAS USED IN COURTESY TRANSPORTATION SERVICE PRIOR TO THE DECEMBER 1, 1995 EXPIRATION DATE. IN INSTANCES WHEREIN VEHICLES DID NOT MEET THESE REQUIREMENTS, DEALERS MUST CONTINUE USE OF THE VEHICLE NON-REIMBURSED UNTIL THE USAGE REQUIREMENTS HAVE BEEN FULFILLED. (PLEASE REFER TO CADILLAC'S DEALER LETTER ISSUED JUNE 22, 1994 (FOR 1995 PHASE 3 VEHICLES), OR CADILLAC'S LETTER ISSUED APRIL 22, 1995 (FOR 1996 PHASE 3 VEHICLES) FOR DETAILS REGARDING USAGE AND AUDIT REQUIREMENTS OF THESE TWO PROGRAMS.)

FIGURES: 0 ATTACHMENTS: 1

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.

COPYRIGHT 1996 GENERAL MOTORS CORPORATION. ALL RIGHTS RESERVED.