For 1990-2009 cars

# Info - Expediting Warranty Parts

Subject: | Expediting Warranty Parts

Models: | 2007 and Prior Passenger Cars and Trucks

| 2007 and Prior HUMMER H2, H3

This bulletin is being revised to add models and model years. Please discard Corporate Bulletin Number 99-00-84-021D (Section 00 -- General Information).

Important: "IPC" dealers are not authorized to utilize this service bulletin

The following policy is in place to address those occasions when it is necessary to procure a warranty part from another local GM dealer or by express shipping (CSO-3, CSO-4 or CSO-5*) (engines, transmissions/transaxles, transfer cases and other major components are to be ordered CSO only) from GMSPO. GM WILL REIMBURSE the actual express freight shipping charges for a warranty part order only.

#### Parts Order Type Defined

If notification is received that the order is cancelled on a CSO-3, CSO-4 or CSO-5*, immediately contact the Service Parts Assistance Center (SPAC) and follow the prompts to speak with a Customer Assistance representative.

U. S. Dealers call: 1-800-433-6961

Canadian Dealers call: 1-866-275-5832

Type/Acronym | Shipping Time | Shipping Expense | Order Status for Backordered Parts
--- | --- | --- | ---
Customer Special Order/CSO | Two or more days | Paid by GMSPO. No overnight premium shipping is charged or paid. | Part will transfer through the ordering dealers chain and ship from first available facility in chain. If the part back orders, upgrade to a SPAC case immediately for further action.
Customer Special Order - 3/CSO-3 | Overnight | Charged to dealer. Reimbursable if for a warranty repair. | Part will ship from first available stocking facility and if no inventory at any of the Federal Express shipping facilities, the order will cancel and the dealer will be notified.
Customer Special Order - 4/CSO-4 | Special Saturday delivery requested | Charged to dealer. Reimbursable if for a warranty repair. | Same as CSO-3.
Customer Special Order - 5/CSO-5* (U.S. ONLY) | Ships as regular CSO if stock at servicing PDC or auto upgrades to overnight CSO-3 | Charged to dealer. Reimbursable if for a warranty repair. | Part will ship from dealer's servicing PDC. If no stock at servicing PDC, GMSPO will escalate the order to a CSO-3 type order.
*Customer Special Order type CSO-5 is not applicable to Canadian dealers.

Important: Dealers should not place a CSO-4 order unless the service department and qualified technicians can reasonably expect to complete the repair on a Saturday and have confirmed that express Saturday delivery is available in your area.

General Motors is making a commitment to reduce comebacks and meet the level of customer service demanded by the customers of your dealership. The following procedure provides dealers with a tool to help achieve total customer satisfaction during any applicable GM warranty period.

This procedure will provide for the reimbursement of expenses above normal dealer net parts costs as follows:

• | Up to 25% greater than the GMSPO dealer net price or $100.00 (whichever is less) for parts obtained locally.

• | Express Freight expenses incurred for expediting GM ordered parts can also be reimbursed.

| Important: The premium expense reimbursement procedure may be utilized only during an applicable GM warranty coverage period.

You may submit a claim for reimbursement with one of the following operation numbers:

• | Z5000 for the expense of obtaining the needed part(s) from a local GM dealer

• | Z5001 for shipping expenses on CSO-3, CSO-4 or CSO-5* parts orders only

Dealers will be required to input the part number, without the part cost, on all Z5000 and Z5001 claims. In instances where the integrated warranty system automatically loads a part price, the calculation/price should be overridden so that the part price is zero. If multiple parts were procured, the total number of parts expedited should be inputted in the part count field. In those instances, the part with the greatest cost should be entered into the part number field.

All records and invoices in support of a claim must be retained in the vehicle history file in accordance with Article 1.6 of the GM Service Policies and Procedures Manual. Parts expediting is not considered to be an add-on repair to the Repair Order and does not require service management approval (Article 1.6.2.p. [in Canada, 1.6.2.e.]).

#### Recommended Parts Expediting Procedure

1. Inform the customer that a part availability issue exists, and if eligible, offer appropriate Courtesy Transportation.
2. Contact local dealers in an attempt to obtain the needed parts and provide a same day repair. If the part is obtained from the local dealer:

• | GM will reimburse the difference between the dealer net price and the actual cost, up to the trade price, in effect at the time of the transaction based on GMSPO Parts and Accessories price media. The (Actual cost) less (-) the GMSPO dealer Price = Net amount and line total amount is to be entered on the Warranty claim.

• | If no trade price is listed, reimbursement will not exceed 25% of the GMSPO dealer net price or $100.00 (whichever is less). The reimbursement request (net amount and line total) must not exceed $100.00.

3. Always keep the customer informed of the status of the repair.
4. Please review the parts application and add the part to your normal inventory, if appropriate.

#### Part Obtained Locally-Claim Submission Procedure, Z5000

If you do not have the required part in stock and are able to obtain it locally,

• | GM will reimburse the difference between the dealer net price and the actual cost, up to the trade price, as published in the GMSPO Parts and Accessories price media. The (Actual cost) less (-) the GMSPO dealer Price = the Net amount and the line total amount is to be entered on the Warranty claim.

• | If no trade price is listed, reimbursement will not exceed 25% of the GMSPO dealer net price or $100.00 (whichever is less). The reimbursement request (net amount and line total) must not exceed $100.00.

The following example uses an evaporator core that might be needed. It has a dealer net price of $199.80. Another local GM dealer (Hometown Motors), has the part in stock.

The evaporator core is purchased from Hometown Motors at a dealer trade price of $240.00.

Important: No additional dealer markup on Z5000 is allowed. This operation is intended to reimburse dealers for the actual expense that occurred.

• | A standard warranty claim would use labor operation D3320 with the part amount of $279.72, dealer net cost plus the normal dealer markup, [30% for 1993 and prior or 40% for 1994 and newer ($199.80+ 40% = $279.72)], will be submitted.

• | To recover the markup of $40.20 ($240.00 -$199.80) that was paid to Hometown Motors, the dealership would submit an additional warranty claim for operation Z5000 for a net amount and line total amount of $40.20.

The detail necessary to submit for the difference between the dealer net cost and the price paid for the part is listed below. (Some screen layouts may be different.)

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 | Actual # of parts obtained from the local dealer
Part Number | Part number or part with the greatest cost
Part Cost | Leave blank or Zero Out (in Canada, enter 0.01)
Complaint Code | Enter MD
Failure Code | Enter 93
Labor Operation | Z5000
Labor Hours | Blank
Other Labor Hours | Blank
Net Amount | Enter $$ Amount Claimed
Line Total | Enter Total $$ Amount
Service Advisor I.D. | Same as Repair R.O.

#### Parts Ordered CSO-3, CSO-4 or CSO-5* (Freight Expense Only) Claim Submission Procedure, Z5001

If a CSO-3, CSO-4 or CSO-5* order is necessary, the freight expense will be reimbursed. A claim for the repair should be submitted in the normal manner.

#### U.S. Dealers

• | If only one part was ordered, submit the claim for the entire freight charges for the CSO-3, CSO-4 or CSO-5* order.

• | If more than one part is shipped from GMSPO, in the same box, refer to the RAPID Advise of Shipment Answer back for the itemized freight cost for each part.

#### Canadian Dealers

Claim for Warranty Express Freight charges should be submitted in the normal manner.

#### Freight Charge Example:

If the evaporator core in the previous example had been obtained from GMSPO through a CSO-3, CSO-4 or CSO-5* parts order, General Motors will reimburse the dealer for the actual freight shipping charges incurred by the dealer (as an example, $18.00 express shipping charges).

Important: No additional dealer markup on Z5001 is allowed. This operation is intended to reimburse dealers for the actual freight charges that occurred.

• | A standard warranty claim would use labor operation D3320 with the part amount of $279.72, dealer net cost plus the normal dealer markup, [30% for 1993 and prior or 40% for 1994 and newer ($199.80+ 40% = $279.72)], will be submitted.

• | To recover the shipping freight expense, the dealership would submit an additional warranty claim for operation Z5001 for a net amount and line total amount of $18.00.

The detail necessary to submit for the shipping expense for the part is listed below. (Some screen layouts may be different.)

Field of Entry | Date 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 | Actual # of parts expedited
Part Number | Part number or part with the greatest cost
Part Cost | Leave blank or Zero Out (in Canada, enter 0.01)
Complaint Code | Enter MD
Failure Code | Enter 93
Labor Operation | Z5001
Labor Hours | Blank
Other Labor Hours | Blank
Net Amount | Enter $$ Amount Claimed
Line Total | Enter Total $$ Amount
Service Advisor I.D. | Same as Repair R.O.