For 1990-2009 cars

# WARRANTY ADMIN. - REDEFINED USE OF PARTS WARRANTY SPECIAL

#### SUBJECT: WARRANTY ADMINISTRATION - REDEFINED USE OF PARTS WARRANTY SPECIAL CLAIM TYPES B AND C

#### MODELS: ALL PAST AND FUTURE PASSENGER CARS AND LIGHT/MEDIUM DUTY TRUCKS

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

THE CONTENTS OF THIS BULLETIN SUPERSEDES ALL OTHER PUBLICATIONS THAT MAY CONTAIN EXPLANATIONS FOR USE OF CLAIM TYPES B AND C THAT ARE DIFFERENT THAN COVERED BELOW (E.G., GM WINS CLAIMS PROCESSING MANUAL AND WARRANTY ADMINISTRATION SERVICE BULLETINS).

FUTURE REVISIONS OF THE GM SERVICE POLICIES AND PROCEDURES MANUAL AND THE GM WINS CLAIMS PROCESSING MANUAL WILL INCLUDE ALL CHANGES DESCRIBED IN THIS BULLETIN.

THE PURPOSE OF THIS BULLETIN IS TO ANNOUNCE A MAJOR CHANGE IMPACTING THE USE OF SPECIAL CLAIM TYPES B (PREVIOUSLY USED FOR PARTS WARRANTY CLAIMS THAT INVOLVED LABOR FOR REPLACEMENT/REPAIR), AND C (PREVIOUSLY USED FOR PARTS WARRANTY CLAIMS WHEN NO LABOR WAS INVOLVED).

THIS CHANGE INTRODUCES THE NEW GM GOODWRENCH SERVICE PLUS CLAIM TO THE PARTS WARRANTY CLAIM TYPE SELECTION PROCESS. THE NEW GOODWRENCH SERVICE PLUS LIFETIME SERVICE GUARANTEE-LIMITED WARRANTY PROCESS IS DESIGNED TO BRING CUSTOMERS BACK TO YOUR DEALERSHIP AFTER THE NEW VEHICLE WARRANTY HAS EXPIRED. ELIGIBLE PARTS ARE WARRANTED TO THE ORIGINAL RETAIL PURCHASER BY THE ORIGINAL SELLING DEALER. DEALER ENROLLMENT, ADDITIONAL DETAILS AND ANY OTHER QUESTIONS CONCERNING THE GOODWRENCH SERVICE PLUS PROCESS SHOULD BE DIRECTED TO YOUR GM PARTS REPRESENTATIVE OR CONTACT GOODWRENCH SERVICE PLUS HEADQUARTERS AT 1-800-283-6609.

THE FOLLOWING INFORMATION IS INTENDED TO SIMPLIFY THE CLAIM TYPE SELECTION PROCESS BY CLEARLY DEFINING THE USE OF EACH. THE DESCRIBED CHANGES WILL BE EFFECTIVE FOR ALL CLAIMS SUBMITTED ON OR AFTER AUGUST 27, 1998 FOR PROCESSING IN CREDIT CYCLE 885.

CLAIM TYPE B - DEALER PARTS AND ACCESSORIES WARRANTY:

CLAIM TYPE B IS TO BE USED ANY TIME A PURCHASED/REPLACED PART FAILS FOR A WARRANTABLE REASON WITHIN 12 MONTHS OR 12,000 MILES FROM DATE OR MILES OF INSTALLATION (12 MONTHS REGARDLESS OF MILEAGE FOR MEDIUM DUTY TRUCKS AND OVER-THE-COUNTER PURCHASES) AND A VEHICLE IS BEYOND THE GM NEW VEHICLE WARRANTY.

ANY CLAIM TYPE B SUBMISSIONS THAT INCLUDE PARTS AND LABOR OR A NET ITEM AMOUNT WILL REQUIRE A VIN. ANYTIME A NON-GM VIN IS INVOLVED, THE NON-GM VIN INDICATOR MUST BE ENTERED IN THE CLAIM SUBMISSION RECORD.

#### NOTE: ANY WARRANTABLE PARTS FAILURES, INCLUDING SUBSEQUENT PARTS FAILURES, THAT OCCUR DURING THE GM NEW VEHICLE WARRANTY MUST BE SUBMITTED AS A WARRANTY CLAIM. CLAIM TYPE B MUST NOT BE USED.

ON OR AFTER AUGUST 27, 1998, ANY CLAIM SUBMITTED TO WINS SHOWING CLAIM TYPE B WHILE A VEHICLE IS STILL WITHIN THE GM NEW VEHICLE WARRANTY WILL BE RETURNED TO THE DEALER FOR REASON NM, CLAIM TYPE INVALID FOR THE REPAIR.

CLAIM TYPE C - GM GOODWRENCH SERVICE PLUS CLAIM:

CLAIM TYPE C WILL BE USED EXCLUSIVELY FOR GOODWRENCH SERVICE PLUS LIFETIME SERVICE GUARANTEE LIMITED WARRANTY CLAIMS ON SELECT DEALER INSTALLED RETAIL PURCHASED PARTS. THE GSP LIFETIME SERVICE GUARANTEE LIMITED WARRANTY PROVIDES REIMBURSEMENT TO THE DEALER FOR PART(S) ONLY.

GSP PARTS THAT FAIL FOR A WARRANTABLE REASON WITHIN THE 12 MONTH/12,000 MILE DEALER PARTS AND ACCESSORIES WARRANTY AND BEYOND THE GM NEW VEHICLE WARRANTY MUST BE SUBMITTED AS CLAIM TYPE B.

A VIN WILL BE REQUIRED. LABOR, OTHER LABOR AND NET AMOUNTS WILL NOT BE ALLOWED WITH CLAIM TYPE C. ANYTIME A NON-GM VIN IS INVOLVED, THE NON-GM VIN INDICATOR MUST BE ENTERED IN THE CLAIM SUBMISSION RECORD.

WHEN GSP DEALERS USE CLAIM TYPE C, WINS WILL VERIFY THE CLAIM IS BEYOND THE GM NEW VEHICLE WARRANTY FOR THAT REPAIR, IF NOT - THE CLAIM WILL BE RETURNED TO THE DEALER FOR REASON NM, CLAIM TYPE INVALID FOR THE REPAIR.

NON-GSP DEALERS ARE NOT ELIGIBLE TO USE CLAIM TYPE C ON ANY CLAIMS SUBMITTED ON OR AFTER AUGUST 27, 1998. ANY CLAIM TYPE C SUBMITTED TO WINS BY A NON-GSP DEALER WILL BE RETURNED TO THE DEALER FOR REASON NA, CLAIM TYPE INELIGIBLE FOR DEALER.

CLAIM TYPE N: THIS CLAIM TYPE WILL CONTINUE TO BE USED BY ALL DEALERS FOR CONSUMER PARTS AND ACCESSORIES WARRANTY CLAIMS FOR THOSE SPECIFIC PARTS THAT ARE ELIGIBLE FOR EXTENDED WARRANTY COVERAGE BEYOND THE 12 MONTH/12,000 MILE DEALER PARTS AND ACCESSORIES WARRANTY, AND THE SUBSEQUENT FAILURE OCCURS BEYOND THOSE LIMITS. REFER TO CLAIM TYPE B FOR FAILURES DURING THE DEALER PARTS AND ACCESSORIES WARRANTY. SEE ARTICLE 1.1.3 OF THE GM SERVICE POLICIES AND PROCEDURES MANUAL FOR A LISTING OF ELIGIBLE PARTS. ANY PARTS WARRANTY CLAIMS SUBMITTED THAT INCLUDES PARTS AND LABOR OR A NET ITEM AMOUNT WILL REQUIRE A VIN. ANYTIME A NON-GM VIN IS INVOLVED, THE NON-GM VIN INDICATOR MUST BE ENTERED IN THE CLAIM SUBMISSION RECORD.

CLAIM TYPE N IS NOT TO BE USED FOR ANY PARTS FAILURES DURING THE DEALER PARTS AND ACCESSORY WARRANTY (WITHIN 12 MONTHS AND/OR 12,000 MILES FROM DATE/MILES OF PURCHASE.

THE MATRIX BELOW IS PROVIDED AS AN ADMINISTRATIVE REFERENCE.

TYPE CURRENT EFFECTIVE 8/27/98 B SERVICE REPLACEMENT USE ONLY AFTER THE GM NEW VEHICLE PARTS WARRANTY WARRANTY HAS EXPIRED AND WITHIN THE WITH LABOR STANDARD 12 MONTH/12,000 MILE DEALER PARTS AND ACCESSORIES WARRANTY (12 MONTHS REGARDLESS OF MILES FOR MEDIUM DUTY TRUCKS AND OVER-THE-COUNTER SALES). A VIN WILL ALWAYS BE REQUIRED, GM OR NON-GM, ANYTIME LABOR/NET ITEM AMOUNT IS REQUESTED.

C SERVICE REPLACEMENT GOODWRENCH SERVICE PLUS LIFETIME PARTS WARRANTY SERVICE GUARANTEE PARTS WHICH FAIL WITHOUT LABOR BEYOND 12 MONTHS/12,000 MILES FROM DATE AND/OR MILES OF RETAIL PURCHASE AND THE VEHICLE IS BEYOND THE GM NEW VEHICLE WARRANTY. PARTS ONLY, VIN REQUIRED.

N CONSUMER PARTS AND NO CHANGE EXCEPT A VIN WILL ALWAYS ACCESSORIES WARRANTY. BE REQUIRED, GM OR NON-GM, ANYTIME PARTS ELIGIBLE FOR LABOR/NET ITEM AMOUNT IS REQUESTED. EXTENDED WARRANTY BEYOND 12 MONTHS/ 12,000 MILES FROM DATE AND/OR MILES OF RETAIL PURCHASE AND THE VEHICLE IS BEYOND THE GM NEW VEHICLE WARRANTY.

* ANYTIME A NON-GM VIN IS INVOLVED, THE NON-GM VIN INDICATOR MUST BE ENTERED IN THE CLAIM SUBMISSION RECORD.

#### NOTE: ABOVE REFERENCE TO GM NEW VEHICLE WARRANTY INCLUDES ALL APPLICABLE VEHICLE WARRANTIES IN EFFECT, E.G., BUMPER TO BUMPER, EMISSIONS, DIESEL ENGINE, AND CORROSION WARRANTIES.

ADDITIONALLY, ALTHOUGH THE GSP LIFETIME SERVICE GUARANTEE LIMITED WARRANTY BROCHURE EXPLICITLY STATES THAT ONLY THE ORIGINAL INSTALLING GSP DEALER CAN HONOR THE LIFETIME WARRANTY, PROCEDURAL ENHANCEMENTS HAVE BEEN ESTABLISHED TO ACCOMMODATE THE TOURIST DOWN, TERMINATED DEALER AND THE RELOCATED GSP CUSTOMER.

TOURIST DOWN - A GOODWRENCH SERVICE PLUS TOURIST DOWN CUSTOMER IS SOMEONE WHO HAD AN LSG PART INSTALLED ON THEIR VEHICLE AND A SUBSEQUENT FAILURE OCCURS WITH THE REPAIR BEING PERFORMED MORE THAN 50 MILES FROM THEIR ORIGINAL INSTALLING DEALER. IF THE PART IS PAST THE STANDARD 12 MONTH/12,000 MILE WARRANTY, AND THE VEHICLE IS BEYOND THE GM NEW VEHICLE WARRANTY, THE CUSTOMER WILL BE INSTRUCTED IN THEIR GSP LIFETIME SERVICE GUARANTEE LIMITED WARRANTY BROCHURE TO CALL THE GSP REFERRAL CENTER AT 1-800-96 GM PLUS (1-800-964-6758) FOR THE CLOSEST GSP DEALER.

AT THE REPAIRING DEALERSHIP, THE CUSTOMER MUST PRESENT THEIR ORIGINAL REPAIR ORDER AND GSP LIFETIME SERVICE GUARANTEE LIMITED WARRANTY BROCHURE BEFORE ANY FURTHER ACTION CAN OCCUR. ONCE VERIFIED, AND THE VEHICLE DIAGNOSED, THE DEALER CALLS THE LIFETIME SERVICE GUARANTEE (LSG) AUTHORIZATION CENTER AT 1-800-433-6961 FOR APPROVAL. THE LSG AUTHORIZATION CENTER WILL ASK THE DEALER A SERIES OF QUESTIONS PERTINENT TO APPROVAL AND WHEN APPROPRIATE, ISSUE A GSP AUTHORIZATION NUMBER. ONCE APPROVED, THE DEALER THEN PERFORMS THE REPAIR AND GETS THE CUSTOMER BACK ON THE ROAD - WITHOUT ANY OUT-OF-POCKET EXPENSE. THE REPAIRING DEALER THEN SUBMITS A CLAIM TYPE C CLAIM TO WINS FOR REIMBURSEMENT OF PART(S), PART HANDLING ALLOWANCE, AND LABOR. ANY GSP CLAIM THAT INCLUDES LABOR WILL REQUIRE A DEALER SERVICE MANAGEMENT AUTHORIZATION CODE G AND THE GSP AUTHORIZATION NUMBER IN THE CLAIM COMMENT FIELD TO BE CONSIDERED FOR PAYMENT.

TERMINATED DEALER - A TERMINATED DEALER IS DEFINED AS A DEALER GOING OUT OF BUSINESS AND THE POINT BEING PERMANENTLY CLOSED BY THE VEHICLE DIVISION, NOT AS A DEALER WHO SELLS THE DEALERSHIP TO ANOTHER DEALER (BUY/SELL AGREEMENT).

#### NOTE: THIS DOES NOT INCLUDE ANY FORMER GSP DEALERS WHO ARE NO LONGER PARTICIPATING IN THE PROGRAM OR DEALERS WHO HAVE CHANGED OWNERSHIP THROUGH A BUY/SELL AGREEMENT (SEE THE GSP DEALER/RETAILER AGREEMENT FOR TERMS RELATED TO BUY/SELL AGREEMENT). THESE DEALERS RETAIN THE LABOR COST RESPONSIBILITY FOR ANY SERVICES PERFORMED FOR THEIR CUSTOMERS DURING THE PERIOD OF TIME THEY WERE ACTIVE GSP DEALERS. AS WELL, GM WILL CONTINUE TO COVER THE COST OF PART PLUS HANDLING ALLOWANCE.

GSP CUSTOMERS OF A TERMINATED DEALER WILL BE REFERRED TO ANOTHER GSP DEALER OF THEIR VEHICLE MAKE THROUGH AN ESTABLISHED PREFERRED GSP DEALER LIST MAINTAINED AT THE 1-800-96 GM PLUS REFERRAL CENTER. IF A SAME "MAKE" GSP DEALER IS NOT AVAILABLE, THE NEXT CLOSEST GSP DEALER WILL BE RECOMMENDED. IN EITHER CASE, THE GSP DEALER SELECTED WILL BE WITHIN 50 MILES OF THE TERMINATED DEALER LOCATION.

THE REPAIRING GSP DEALER WILL BE REIMBURSED FOR THE PART, HANDLING ALLOWANCE AND LABOR FOR THE FIRST FAILURE OF THE TERMINATED GSP DEALERS CUSTOMER'S LSG REPAIR. THE REPAIRING DEALER FOLLOWS THE SAME AUTHORIZATION PROCEDURE AS DESCRIBED IN TOURIST DOWN.

ALL GSP DEALERS HAVE BEEN GIVEN THE OPPORTUNITY TO PARTICIPATE IN THE PREFERRED REFERRAL SYSTEM. THEY AGREE TO ACCEPT A NEW CUSTOMER PROVIDING ALL DELIVERABLES OF THE GSP PROCESS, INCLUDING THE LABOR PORTION OF THE GSP LIFETIME SERVICE GUARANTEE LIMITED WARRANTY. GM WILL CONTINUE TO HANDLE THE COST OF THE PART AND HANDLING ALLOWANCE. THE REFERRAL LIST WILL BE MAINTAINED THROUGH THE 1-800-96-GM PLUS REFERRAL CENTER. DEALERS CAN VERIFY PARTICIPATION BY CONTACTING THEIR GM PARTS DISTRICT MANAGER, OR BY CALLING THE REFERRAL CENTER.

RELOCATED CUSTOMER - IF A CUSTOMER HAS MOVED FROM HIS/HER PRINCIPLE RESIDENCE AND IS NO LONGER WITHIN 50 MILES OF THEIR ORIGINATING GSP DEALER, THE CUSTOMER CAN CALL THE 1-800-96 GM PLUS REFERRAL CENTER TO INQUIRE WHICH GSP DEALERS ARE ACCEPTING NEW CUSTOMERS. AGAIN, THESE ARE GSP DEALERS WHO HAVE ELECTED TO PARTICIPATE AS A PREFERRED GSP DEALER AND HAVE AGREED TO PROVIDE THE CUSTOMER ALL DELIVERABLES OF THE GSP PROCESS, INCLUDING THE LABOR PORTION OF THE GSP LIFETIME SERVICE GUARANTEE LIMITED WARRANTY. GM WILL CONTINUE TO HANDLE, AS A CLAIM TYPE C, THE COST OF THE PART AND HANDLING ALLOWANCE.

#### NOTE: IN ALL THREE ABOVE SITUATIONS: TOURIST DOWN, TERMINATED DEALER OR RELOCATED CUSTOMER, IN THE INTEREST OF CUSTOMER SATISFACTION, IF THERE IS NOT A GSP DEALER WITHIN A 50 MILE RADIUS A NON-GSP DEALER MAY BE IDENTIFIED FOR THE CUSTOMER'S VEHICLE MAKE.

GMPP AND OTHER SERVICE CONTRACT PROVIDERS - CUSTOMERS ARE ENTITLED TO THE LSG LIMITED WARRANTY ON COVERED PARTS THAT ARE REPLACED UNDER THE PROVISIONS OF A SERVICE CONTRACT BY A GSP DEALER. ANY SUBSEQUENT FAILURE OF SUCH LSG COVERED PARTS,BEYOND THE STANDARD GM PARTS AND ACCESSORIES WARRANTY, (12 MONTHS/12,000 MILES) MAY BE SUBMITTED AS A GSP CLAIM USING CLAIM TYPE C FOR REIMBURSEMENT OF PART(S) AND HANDLING ALLOWANCE BY THE SERVICING GSP DEALER. ANY QUESTIONS CONCERNING LABOR REIMBURSEMENT TO THE DEALER SHOULD BE DIRECTED TO THE SERVICE CONTRACT PROVIDER.

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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.

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