For 1990-2009 cars

# Warranty Admin. - GM New Vehicle Tire Warranty Program (U.S. Only)

Subject: | GM New Vehicle Tire Warranty Program (U.S. Only)

Models: | 1996-2006 Saturn Passenger Cars and Light Duty Trucks

Attention: | Fixed Operations Manager, Parts Manager, and Warranty Manager

This bulletin is being revised to add vehicle models, years and additional information. Please discard Retail Reimbursement Bulletin 00-RR-28B.

Important: "GM of Canada" retailers are not authorized to utilize this service bulletin. This service bulletin is applicable to "US" retailers only. "GM of Canada" retailers should refer to Corporate Bulletin Number 01-03-10-003B.

Important: The following are some of the recent changes to the GM Tire Warranty program:

• | The old Tire Requisition & Return form and paper peel-and-stick UPS labels will no longer be accepted for the tire warranty process.

• | The Global Tire Warranty & Claims (GTWC) website must be used to obtain your Tire Return form and UPS e-Label for shipping the tire

• | ALL returned tires must have:

- | A copy of GTWC form attached to the tire.

- | A copy of the Customer Service Order (CSO) attached to the tire.

• | The full DOT number is found on the inboard side of the tire, the partial DOT is found on the outboard side of the tire. The GTWC tire form requires the full DOT number.

• | The administrative time has been reduced from 0.4 hr. to 0.3 hr.

• | Retailers not on the Ship Direct Tire Program must purchase tires from a local distributor. They are no longer obtained at no charge. Reimbursement is for acquisition cost only, no warranty mark up allowed.

• | The GWTC Level 1 Help Desk (1-888-337-1010) prompt has changed from prompt 3 to prompt 4.

### What Is Covered

Only Original Equipment (OE) tires are covered against defects in material and workmanship. OE tires will have a Tire Performance Criteria (TPC) number molded on the sidewall near the tire size. Any replaced tire will continue to be covered for the remaining portion of the New Vehicle Warranty. Tires will be warranted without prorated charges for tread mileage.

Following expiration of GM’s coverage, tires may continue to be warranted, on a pro-rated basis, by the tire manufacturer. Review the tire manufacturer’s booklet (included as part of the glove box material).

### What Is Not Covered

• | Non-original equipment tires (those without a TPC number molded on the sidewall) are not covered.

• | Normal tire wear and wear out is not covered.

• | Road hazard is not covered. This includes punctures, cuts, impact breaks, etc. Road hazard is covered by the tire manufacturer on sealant and EMT (run flat) tires.

• | Damage due to misuse, negligence, lack of maintenance, alteration, racing and vandalism is not covered.

### Global Tire Warranty & Claims Website

Important: The GTWC website will soon require a password change every 30 days to be common with all other GM application security.

Saturn retailers are required to use the Global Tire Warranty & Claims (GTWC) website to electronically create the Tire Return Form and the UPS e-Label to return the replaced tire(s).

The GTWC website is designed to allow GM to collect and monitor data on tires being replaced on all GM vehicles, providing early detection of product concerns. In addition, the website provides a Tire Return Form and e-Label for returning the tire. The website does NOT order the tire.

Each replaced tire must be entered into the GTWC website. When there is more than one tire per vehicle, the additional information must be entered for each tire. To simplify the data entry, the website will populate common information when new screens are used, only the specific tire information will need to be entered. The GTWC system will generate a unique adjustment number for each tire.

### Initiating a Tire Return Form and UPS e-Label

Users may access the GTWC system using any PC that can connect to the Internet. The minimum browser version required is Netscape 4.78 or Internet Explorer 5.0 (with Service Pack 2) or higher. Prior to calling the GTWC Help Desk, please make sure you are using a PC with the appropriate level of browser.

1. From Microsoft Internet Explorer (or Netscape), type in http://gtwc.gm.com. You may also access this site from DealerWorld. Type in http://gm-dealerworld.com. From the home page, scroll down to EXTERNAL LINKS (located on the left side of the screen). Click on "...more" to open the EXTERNAL LINKS page. Click on "Global Tire Warranty" to access the GTWC website.
2. In the pop-up logon window, type your User ID (which is your Saturn Facility Code) and your password (your initial password is the same as your User ID) and then click the OK button.
3. For security, each retailer is encouraged to change their password after they logon the first time. Click on "Change Password" from the upper right-hand menu bar and follow the instructions provided. Please note that passwords are case sensitive.
4. From the "Create New Adjustment" screen, select your Saturn Facility Code from the drop-down menu.
5. Proceed through all three sections of the form, making your selections from drop-down menus, typing entries as required and pressing "populate" buttons where provided to auto-fill related data.
6. If you have more than one tire to replace for the same vehicle, from the Tire Information section of the form, select the "Next Tire Same Vehicle" button.
7. Confirm that you have entered the correct VIN and CSO number before you select the "Submit" button (check this information by selecting the Vehicle Information tab of the form).
8. When all tires for the same vehicle have been entered, you may press the "Submit" button to continue. A pop-up window will ask if all tires for this vehicle and Customer Service Order number have been entered. Select OK to continue.
9. A pop-up window will appear showing the completed Tire Return Form with a unique Adjustment Number at the top of each form. Print your form(s) from this window. Do NOT use the "Print Screen" function to print your forms.
10. Press "Print" to get a copy of the form(s) and the UPS shipping label(s) for each tire submitted. The form and the label must be attached to the tire (see "Returning Replaced Tires" section of this bulletin for more information).
11. When you close the Print window, a confirmation screen will appear which validates the GTWC form(s) have been submitted. From this screen, you may select "Create New Adjustment" to continue with another tire (different vehicle) or select "View Adjustment" to search for forms you have already submitted.
12. Using the search feature from the "View Adjustments" screen, a submitted Tire Return Form and its associated shipping label can be re-printed if necessary.
13. For assistance with the GTWC website, U.S. retailers should call 1-888-337-1010. Select prompt #4 to get to the GTWC Level 1 Help Desk.

### Obtaining New Tires

Warranty replacement tires are to be obtained from parts inventory for retailers participating in the Saturn Ship Direct Tire Program. Retailers not on the Saturn Ship Direct Tire Program must purchase tires from the local tire distributor.

### Returning Replaced Tires

All tires replaced under the New Vehicle Limited Bumper-to-Bumper Warranty must be returned immediately to the tire manufacturer by the retail facility. The UPS e-Label generated from the GTWC website must be used to ship the tire back to the manufacturer. The UPS e-Label will have the unique Adjustment Number on it that matches the Tire Return Form for the tire. A copy of the Tire Return Form and the Customer Service Order must be attached to the tire. For UPS pick-up service assistance, use their toll-free number: 1-800-PICK-UPS (1-800-742-5877).

The GM Warranty Parts Center (WPC) will NOT be requesting any tires. Do NOT hold tires anticipating they will be requested. Tires should not be held for Field Consultant inspection unless specifically requested.

When returning tires, follow these steps:

• | Use a tire crayon to mark the tire indicating the reason for replacement or location of the defect.

• | A printed copy of the completed GTWC Tire Return Form (with the unique Adjustment Number shown at the top and full DOT number) AND a copy of the CSO must be placed in an envelope and securely taped to EACH tire.

• | The UPS e-Label must be folded at the line indicated and securely attached to EACH tire being returned. THE BARCODE MUST BE VISIBLE. If the barcode cannot be read, the warranty claim will not be authorized.

### Submitting a Warranty Claim

1. To receive credit for this repair, submit a claim using the correct manufacturer’s labor code from the Electronic Labor Time Guide (see chart below). The labor operations include time for tire R&R and mounting/balancing of the tire.
2. For retailers on the Saturn Ship Direct Tire Program, the correct Saturn SPO tire part number must be included. The normal part mark-up can be included provided the tire is purchased from Saturn.
3. For retailers NOT on the Saturn Ship Direct Tire Program, submit for the cost of the tire as a net item (type code ‘M’). Reimbursement will be for the cost of the tire only, no warranty mark up allowed.
4. A 0.3 hr administrative allowance is provided for the time required to submit the information into the GTWC system and to return the tire.
5. If the mounting and/or balancing is sublet, the actual charges should be submitted as a sublet. The amount cannot exceed LTG allowances.

#### Warranty Labor Codes

Labor Operation | Description | Labor Time
--- | --- | ---
E0431 | TIRE, GOODYEAR/DUNLOP - REPLACE | Use Current Published Labor Times
E0432 | TIRE, CONTINENTAL/GENERAL - REPLACE
E0433 | TIRE, MICHELIN - REPLACE
E0434 | TIRE, UNIROYAL - REPLACE
E0435 | TIRE, BF GOODRICH - REPLACE
E0436 | TIRE, BRIDGESTONE - REPLACE
E0437 | TIRE, FIRESTONE - REPLACE

### Transportation Claims

For any tire replaced because of transportation damage or incorrect parts, use labor code S0030 and submit as a transportation claim. Transportation claims should not be submitted into the GTWC website and do not require approval prior to submission.

### Toll-Free Assistance

#### Tire Companies

Company | Contact Number
--- | ---
Bridgestone/ Firestone | 1-800-847-3272 (Bridgestone) 1-800-356-4644 (Firestone)
Continental/General | 1-800-TIRE FIX (1-800-847-3349)
Goodyear/Dunlop | 1-888-OE SERVICE (1-888-637-3784)
Michelin/Uniroyal/Goodrich | 1-800-TIRE HELP (1-800-847-3435)

#### Other

Organization | Contact Number
--- | ---
GTWC Website Assistance | 1-888-337-1010 (prompt #4)
UPS Pick-Up Service Assistance | 1-800-PICK-UPS (1-800-742-5877)