For 1990-2009 cars

# GM Tire Warranty Program Claims Submission Changes (U.S. Only)

Subject: | GM Tire Warranty Program Claims Submission Changes (U.S. Only)

Models: | 2009 and Prior GM Passenger Cars and Light Duty Trucks (including Saturn)

| 2009 and Prior HUMMER H2, H3

### GM Tire Warranty Program Update

For many years General Motors has offered, as a service to our customers, tire warranty coverage through our dealer network that is far beyond what the tire manufacturers' themselves will accept back as a valid warranty claim. GM has also taken the position NOT to prorate tires replaced under warranty; choosing rather to accentuate the true value of the GM New Vehicle Warranty. This market leading warranty coverage offers our customers increased confidence both in our products and the dealers that service them.

However, extensive review of tires returned through the Warranty parts Center indicates that the warranty coverage guidelines are not always followed appropriately. Tires should not be replaced under warranty for damage that is the result of Road Hazards, abuse, or neglect. This includes lack of proper tire rotation, extended running with low pressure, air leaks caused by improper repairs, impact damage, and/or uneven wear from lack of maintenance.

Important: Normal tire wear, or perceived unsatisfactory tire life are NOT acceptable reasons for tire warranty submission.

### Revised Tire Warranty Claim Submission Requirements

Important: The revisions listed below are administrative and do not alter the coverages as described in the Policies and Procedures Manual.

To better administer the GM Tire Warranty program, additional steps have been put in place to more effectively monitor tire warranty replacements. The warranty submission process will now be grouped into tiers.

Vehicles with:

#### 0-12,000 Miles

No changes to the current program. The current process using the Global Tire Website will not change.

#### 12,001-24,000 Miles

The current process using the Global Tire Website will not change. However, all tire warranty claims in this tier must be approved by the dealer Service Manager. Claims of this nature will be periodically reviewed.

Note: At this mileage range, tires on performance vehicles driven aggressively may be nearing the end of their service life. All tires should be evaluated by the service manager and tires that have reached the end of their service life (tread depth) should not be warranted.

#### 24,001 Miles and Above

The current process using the Global Tire Website will not change. However, all tire warranty claims in this group MUST have District Service Manager approval. A claim submitted on a vehicle with greater than 24,000 miles will be rejected back to the dealer with a return code of NL "Labor Operation Prohibited to Dealer".

### GM Tire Goodwill Program

General Motors recognizes that all tire warranty situations cannot be accounted for in the terms of the New Vehicle Warranty. There may be rare cases where extenuating circumstances exist that necessitate tire replacements that fall outside of the stated guidelines.

It is vital that dealerships have the authority to build confidence with customers and it is because of this need that the Tire Goodwill Program has been created. This avenue has been set up to allow quick action on the part of the dealer to support customer retention, when appropriate. Please note the following points on this program.

• | Labor Operation Code E9480 must be used on all claims for Goodwill tire replacement.

• | ALL claims under this labor operation WILL be reviewed as they are received.

• | Service Manager approval is REQUIRED for any submissions under this labor operation.

• | Tires replaced under this program should NOT be run through the Global Tire Website and should NOT be returned to the manufacturer nor the WPC, unless requested to do so by GM. You should retain the tire(s) for 15 days per GM policy. Tires are to be rendered unusable by cutting a hole in the tire sidewall through the TPC # of at least one inch in diameter with a hole-saw or drill.

• | Repair Orders MUST contain complete background information that encompasses all related events leading up to the decision to replace tire(s). One phrase descriptions (i.e. tire noise, force variation, air loss) are not acceptable and will result in the claim being rejected. No attempt will be made on the part of GM to obtain additional information to support incomplete claims.

• | To utilize the Goodwill Program you MUST send a copy of the repair order to:

| Goodwill Tire Claims

| GM Service Operations

| 30501 Van Dyke Avenue

| Mail Code 480-204-001

| P.O. Box 9008

| Warren, MI 48090-9008

### Warranty Information

For tires submitted for warranty replacement under the Goodwill Provision please claim:

Labor Operation | Description | Labor Time
--- | --- | ---
E9480* | GM Goodwill Tire Replacement (includes Balance) | 0.4 hr
Add: | for Each Additional Tire (includes Balance) | 0.2 hr
*This labor operation number is for bulletin use only. This number will not be published in the Labor Time Guide.