WARRANTY ADMINISTRATION-NEW WARRANTY CLAIM PROCESSING SYS.. Buick Coachbuilder 1992

THIS BULLETIN IS BEING REVISED TO INFORM "GM OF CANADA" AND "NAES" DEALERS THAT THEY ARE NOT AUTHORIZED TO UTILIZE THIS SERVICE BULLETIN

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

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REVISION: 08/08/94

THIS BULLETIN IS BEING REVISED TO CHANGE THE TEXT PORTION OF THE BULLETIN. ----------------------------------------------------------------------

SUBJECT: WARRANTY ADMINISTRATION -- NEW WARRANTY CLAIM PROCESSING SYSTEM

MODELS: ALL CADILLAC, PONTIAC, OLDSMOBILE AND BUICK MODELS

ATTENTION:

SERVICE MANAGER AND CLAIMS ADMINISTRATOR

THIS BULLETIN IS INTENDED TO PROVIDE KEY INFORMATION RELATIVE TO THE STAGE 1 RELEASE OF THE NEW GENERAL MOTORS WARRANTY INFORMATION NETWORK SYSTEM. PLEASE BE SURE YOUR WARRANTY CLAIMS PROCESSING PERSONNEL ARE MADE AWARE OF THIS INFORMATION. THE CHART BELOW DETAILS THE PROJECT SCHEDULE:

---------------------------------------------------------------------- | WARRANTY CLAIMS | MIC CLAIMS * IMPLEMENTATION | IMPLEMENTATION ---------------------------------------------------------------------- STAGE I (SEPTEMBER 1994)| CADILLAC, PONTIAC, | CADILLAC, PONTIAC, | OLDSMOBILE, BUICK | OLDSMOBILE, BUICK | | CHEVROLET, GMC TRUCK ---------------------------------------------------------------------- STAGE II (APRIL 1995) | GM OF CANADA | GM OF CANADA ---------------------------------------------------------------------- STAGE III (JULY 1995) | CHEVROLET | ---------------------------------------------------------------------- STAGE IV (OCTOBER 1995) | GMC TRUCK | ---------------------------------------------------------------------- * MIC WILL SEND A SEPARATE COMMUNICATION DETAILING THE MIC BUSINESS PRACTICES AND/OR CLAIM PROCESSING PROCEDURES THAT ARE BEING IMPACTED.

ALL TRAINING MATERIALS, INCLUDING MIC TRAINING MATERIALS WERE SHIPPED TO PONTIAC, BUICK, OLDSMOBILE AND CADILLAC DEALERS/RETAILERS DURING THE WEEK OF AUGUST 1, 1994. DEALERS/RETAILERS WILL BE EXPECTED TO COMPLETE THE TRAINING, INCLUDING THE SUBMISSION OF THE MASTERY EXAM BY AUGUST 19, 1994. CHEVROLET AND GMC TRUCK DEALERS WILL BE RECEIVING ONLY THE MIC TRAINING MATERIALS THE WEEK OF AUGUST 8, 1994. ANY QUESTIONS RELATED TO THE TRAINING MATERIALS SHOULD BE DIRECTED TO GM'S WARRANTY TRAINING MATERIALS HELP LINE AT 1-800-430-9467.

THE FOLLOWING CHART DETAILS THE KEY ACTIVITIES AND THEIR APPLICABLE DATES:

--------------------------------------------------------------------- DCS SOFTWARE INSTALLATION. IF YOU | 8/22/94 | 9/2/94 HAVE NOT RECEIVED YOUR NEW SOFTWARE | | BY 8/22/94, CONTACT YOUR DEALER | | SYSTEM PROVIDER (DSP) / DCS VENDOR | | AND YOUR VEHICLE DIVISION SERVICE | | REPRESENTATIVE. | | --------------------------------------------------------------------- DCS DEALERS BEGIN SUBMITTING CLAIMS | 8/22/94 | IN THE NEW FORMAT. | | --------------------------------------------------------------------- DCS DEALERS' LAST DATE GM ACCEPTS | 8/19/94 | CLAIMS IN CURRENT FORMAT. |(CLOSE OF | USE ATTENDED MODE ON 8/19/94 | BUSINESS) | --------------------------------------------------------------------- NON-DCS DEALERS RECEIVE NEW PAPER | 8/1/94 | 8/8/94 CLAIM FORMS. | --------------------------------------------------------------------- NON-DCS DEALERS BEGIN USING NEW | 8/8/94 | PAPER CLAIM FORMS | ---------------------------------------------------------------------- NON-DCS DEALERS' LAST DATE GM ACCEPTS | 8/12/94 | CURRENT PAPER FORMS. | | ---------------------------------------------------------------------- OLDSMOBILE AUGUST MONTH-END | 8/22/94 | PROCESSING. | --------------------------------------------------------------------- PONTIAC AUGUST MONTH-END | 8/23/94 | PROCESSING. | -------------------------------------------------------------------- BUICK AUGUST MONTH-END PROCESSING | 8/24/94 | -------------------------------------------------------------------- CADILLAC AUGUST MONTH-END | 8/25/94 | PROCESSING. -------------------------------------------------------------------- GM WILL BE STORING AND NOT PROCESSING CLAIMS |8/29/94 | 9/9/94 WHILE THE NEW SYSTEM IS BEING | | INSTALLED. | | (THIS WILL INCLUDE CLAIMS SUBMITTED | | IN THE NEW FORMAT DURING THE WEEKS | | OF 8/22/94, 8/29/94 AND 9/5/94) | | ---------------------------------------------------------------------- DEALER PLANNING SHOULD COMPREHEND | 9/12/94 | 9/16/94 THAT THE FIRST CLAIM MEMORANDUMS | | FROM THE NEW SYSTEM WILL BE | | DISTRIBUTED WITHIN 24 HOURS OF THEIR | | NORMAL ARRIVAL TIME. | | ----------------------------------------------------------------------

QUESTIONS OR CONCERNS SHOULD BE DIRECTED AS FOLLOWS:

TRAINING MATERIALS GM WARRANTY TRAINING 1-800-430-9467

DCS SOFTWARE ADP 1-800-676-7311 ADP CARS 1-800-770-7097 ATS 1-800-523-5103 DPC 1-800-950-6136 EDS 1-800-345-6337 REYNOLDS & REYNOLDS 1-800-767-0080 R & R COIN (EAST COAST) 1-800-456-4466 R & R COIN (WEST COAST) 1-800-333-2646 UNIVERSAL COMPUTER SYS. 1-800-999-6348

THE FOLLOWING INFORMATION PROVIDES HIGHLIGHTS OF SOME MAJOR CHANGES TO THE SYSTEM THAT WILL REQUIRE CHANGES IN PROCEDURES AT GM DEALERSHIPS/RETAILERS. COMPLETE DETAILS OF ALL CLAIM ELEMENTS ARE COVERED IN THE WINS CLAIMS PROCESSING MANUAL, TRAINING VIDEO, AND STUDY GUIDE. THE FIRST SECTION IDENTIFIES CHANGES FOR ALL FOUR DIVISIONS IMPLEMENTING THE NEW SYSTEM DURING STAGE I, FOLLOWED BY SPECIFIC DIVISIONAL CHANGES.

**CADILLAC, PONTIAC, OLDSMOBILE, BUICK**

CLAIMS WILL NOW REQUIRE ENTRY OF THE FOLLOWING ITEMS. THESE ARE NEW INFORMATIONAL FIELDS NOT PREVIOUSLY REQUIRED FOR MOST DIVISIONS. -CUSTOMER COMPLAINT CODE -SERVICE ADVISOR IDENTIFICATION NUMBER -TECHNICIAN IDENTIFICATION NUMBER -AUTHORIZATION ID (PERSON) CODE (ON ALL CLAIMS WITH AUTHORIZATION) - DCS SOFTWARE WILL ASSIGN CODE WHEN A DEALER AUTHORIZATION IS USED. (CONTACT YOUR DCS VENDOR FOR DETAILS OR WITH QUESTIONS.)

REGULAR AND OTHER LABOR HOURS THERE IS A SIGNIFICANT CHANGE IN DETERMINING WHETHER LABOR TIME SHOULD BE SUBMITTED IN REGULAR LABOR HOURS OR OTHER LABOR HOURS.

~SUBMIT REGULAR LABOR HOURS -LABOR TIME GUIDE PUBLISHED BASE REPAIR TIME. -PUBLISHED ADD TIME FOR VEHICLE CONTENT (A/C, POWER STEERING, SIR, ABS, ETC.) -PUBLISHED ADD TIMES FOR VEHICLES OVER 30,000 MILES. -WIRING AND/OR CONNECTOR REPAIR, CUSTOMER COMPLAINT NOT DUPLICATED, AND OTHER LABOR TIMES INDICATED BY "ST" IN THE LABOR TIME GUIDE.

~SUBMIT OTHER LABOR HOURS -PUBLISHED ADD TIMES FOR ADDITIONAL RELATED PARTS REPLACED OR REPAIRED WHILE PERFORMING A BASE REPAIR (I.E. ADD .3 HOUR FOR EACH ADDITIONAL LIFTER REPLACED). -PUBLISHED VARIABLE ADD TIME FOR DIAGNOSIS AND ELECTRICAL DIAGNOSIS. -ADMINISTRATIVE ALLOWANCES. -PAINT MIX TIME. -DIAGNOSIS TIME NOT PUBLISHED.

RETAIL AND WHOLESALE AUTHORIZATIONS NEEDED FOR OTHER LABOR HOURS MAY HAVE CHANGED AND ARE DETAILED IN THE DIVISIONAL SECTIONS FOLLOWING IN THIS BULLETIN.

~CLAIM TYPES USE OF SPECIAL CLAIM TYPES "B" AND "C" COVERING PARTS REPLACEMENT WARRANTIES HAVE CHANGED. "B" SERVICE PARTS REPLACEMENT (OR REPAIR) WITH LABOR (THIS WOULD INCLUDE REPAIR OF OVER-THE- COUNTER PARTS SUCH AS ENGINES).

"C" SERVICE PARTS REPLACEMENT WITHOUT LABOR.

THREE NEW SPECIAL CLAIM TYPES ARE TO BE USED IN THE FOLLOWING SITUATIONS:

"M" DEDUCTIBLE OVERRIDE "N" GM SERVICE REPLACEMENT PARTS AND ACCESSORIES WARRANTY CLAIMS. THIS TYPE IS TO BE USED ON PARTS CLAIMS COVERED BY A PARTS WARRANTY LONGER THAN THE NORMAL 12 MONTH/12,000 MILE WARRANTY (I.E. GOODWRENCH ENGINES) "S" CUSTOMER REIMBURSEMENT. THIS TYPE IS TO BE USED WHEN A DECISION HAS BEEN MADE TO PROVIDE REIMBURSEMENT FOR A DEALER CHECK ISSUED DIRECTLY TO A CUSTOMER.

CLAIM TYPE "I" IS NOW A REQUIRED ENTRY ON ALL PRE-DELIVERY INSPECTION CLAIMS (Z7000)

CLAIM TYPE "T" MUST NOW BE ENTERED FOR ALL TRANSPORTATION CLAIMS. (PREVIOUSLY SOFTWARE ASSIGNED FOR SOME DIVISIONS.)

DEALER AUTHORIZATION REQUIREMENT BY DIVISION

CLAIM TYPE CADILLAC BUICK OLDSMOBILE PONTIAC A-RECIPROCAL CLAIMS NOT USED NOT USED NOT USED NOT USED B-PARTS REPLACEMENT DLR DLR* DLR DLR

C-PARTS REPLACEMENT DLR DLR* DLR DLR

D-ADD CREDIT DLR* DLR* DLR DLR* F-FREIGHT NOT REQ'D NOT REQ'D NOT REQ'D NOT REQ'D G-DEBIT NOT REQ'D NOT REQ'D NOT REQ'D NOT REQ'D I-PDI NOT REQ'D NOT REQ'D NOT REQ'D NOT REQ'D M-DEDUCTIBLE O-RIDE DLR DLR DLR DLR N-SPO PARTS>12/12,000 DLR DLR DLR DLR S-CUSTOMER REFUND DLR DLR DLR DLR 9-PRODUCT REPORT NOT REQ'D NOT USED NOT REQ'D NOT USED

*SELECTED DEALER/RETAILERS BASED ON DIVISIONAL CRITERIA.

**CADILLAC**

AUTHORIZATIONS

THE USE OF "9" IN THE DEALERSHIP AUTHORIZATION CODE HAS BEEN ELIMINATED, AND WILL CAUSE A RETURNED CLAIM. DEDUCTIBLES MUST BE OVERRIDDEN WITH THE NEW CLAIM TYPE "M" (SEE BELOW).

CONTINUE TO INPUT PREVIOUSLY REQUESTED INFORMATION INTO THE COMMENTS FIELD OF THE CLAIM. THIS WILL INCLUDE:

- COURTESY TRANSPORTATION PHASE I INFORMATION - CUSTOMER CALLING INFORMATION - CUSTOMER REIMBURSEMENT INFORMATION - ANY OTHER INFORMATION SPECIFICALLY REQUESTED BY CADILLAC

PLEASE DISCONTINUE USE OF CLAIM TYPE "X". THIS IS NOW AN INVALID CLAIM TYPE. THE DEDUCTIBLE WILL NOT BE TAKEN ON ANY "OUT OF WARRANTY" CLAIMS.

THE FOLLOWING FEATURES OF THE CLAIMS PROCESSING SOFTWARE ARE NOT AVAILABLE AT THIS TIME FOR CADILLAC DEALERS: - MEMO PARTS IN THE COMMENTS FIELD - COMMENT ROUTING CODE (H,P, AND O)

**BUICK**

AUTHORIZATIONS

OTHER LABOR HOURS

ZONE/BRANCH AUTHORIZATIONS WILL BE REQUIRED FOR ANY AMOUNT OF "OTHER LABOR HOURS" EXCEPT FOR THE FOLLOWING CASES: ~PUBLISHED ADD TIMES FOR ADDITIONAL RELATED PARTS REPLACED OR REPAIRED (I.E. ADD .3 HOUR FOR EACH ADDITIONAL LIFTER REPLACED) ~PAINT MIX TIME ~ADMINISTRATIVE ALLOWANCE ~ADD FOR DIAGNOSIS TIME AS PUBLISHED IN THE LABOR TIME GUIDE

THE FOLLOWING FEATURES OF THE CLAIMS PROCESSING SOFTWARE ARE NOT AVAILABLE AT THIS TIME FOR BUICK DEALERS: -MEMO PARTS IN THE COMMENTS FIELD -COMMENT ROUTING CODE (H,P,AND O) -CLAIM TYPE "9" (PRODUCT REPORTING)

**PONTIAC**

AUTHORIZATIONS

PICS AUTHORIZATION IS REQUIRED FOR ANY AMOUNT OF OTHER LABOR HOURS SUBMITTED EXCEPT FOR THE FOLLOWING CASES:

~LABOR OPERATIONS WITH PAINT MIX ALLOWANCE.

~LABOR OPERATIONS WITH PUBLISHED DIAGNOSIS TIME UP TO PUBLISHED AMOUNT.

~LABOR OPERATIONS WITH ADMINISTRATIVE ALLOWANCE UP TO PUBLISHED AMOUNT.

~PUBLISHED ADD TIMES FOR ADDITIONAL RELATED PARTS REPLACED OR REPAIRED WHILE PERFORMING A BASE REPAIR (I.E. ADD .3 HOUR FOR EACH ADDITIONAL LIFTER REPLACED).

WHEN SUBMITTING FOR PAYMENT FOR A DEFECTIVE PART CLAIM FOR A NON-FRANCHISED VEHICLE AND PONTIAC IS THE BUSINESS MANAGEMENT CONTACT DIVISION, NO LONGER USE LABOR CODE T9000. SUBMIT AS CLAIM TYPE "B", "C", OR "N" USING THE LABOR OPERATION FROM THE PONTIAC LABOR TIME GUIDE THAT BEST DESCRIBES THE REPAIR.

WHEN SUBMITTING FOR PAYMENT FOR POLICY ADJUSTMENTS, NO LONGER USE CLAIM TYPE "X" TO WAIVE THE DEDUCTIBLE. SUBMIT FOR THE EXACT AMOUNT REQUIRED, THE DEDUCTIBLE IS NO LONGER BEING WITHHELD.

THE FOLLOWING FEATURES OF THE CLAIMS PROCESSING SOFTWARE ARE NOT AVAILABLE AT THIS TIME FOR PONTIAC DEALERS:

"MEMO PARTS" IN THE "COMMENTS" FIELD. CLAIM COMMENTS "H,O, & P". CLAIM TYPE "9" (PRODUCT INFORMATION)

**OLDSMOBILE**

AUTHORIZATIONS

ALL CLAIMS SUBMITTED TO ZONE PERSONNEL FOR AUTHORIZATION MUST INCLUDE THE NEW ROUTING CODE OF "H" (HELP) IN ORDER TO TRANSMIT THE CLAIM TO THE DISTRICT MANAGER SERVICE ELECTRONICALLY FOR REVIEW. COMMENTS TO THE DISTRICT MANAGER SERVICE CAN BE ENTERED ON THE SAME ENTRY SCREEN AND WILL ALSO BE TRANSFERRED ELECTRONICALLY.

CLAIMS SUBMITTED WITH "AUTH" IN THE AUTHORIZATION FIELD WILL NOT BE VALID AND WILL BE RETURNED INVALID AUTHORIZATION.

ZONE/RETAILER AUTHORIZATIONS WILL BE REQUIRED FOR ANY AMOUNT OF "OTHER LABOR HOURS" EXCEPT FOR THE FOLLOWING CASES:

~PUBLISHED ADD TIMES FOR ADDITIONAL RELATED PARTS REPLACED OR REPAIRED (I.E. ADD .3 HOUR FOR EACH ADDITIONAL LIFTER REPLACED) ~PAINT MIX TIMES ~ADMINISTRATIVE ALLOWANCE ~ADD FOR DIAGNOSIS TIME AS PUBLISHED IN THE LABOR TIME GUIDE

LABOR CODE T9000 IS NO LONGER VALID AND NON-FRANCHISED REPLACEMENT PARTS SHOULD BE SUBMITTED AS CLAIM TYPE "B", "C" OR "N" USING THE LABOR OPERATION THAT BEST DESCRIBES THE REPAIR. ZONE AUTHORIZATION IS REQUIRED.

LABOR CODE Z7150 IS NO LONGER VALID (REFER TO BULLETIN 480502 FOR DETAILS). VIP CHARGES SHOULD BE SUBMITTED UNDER Z5001. RETAILER TRADE PART ALLOWANCE SHOULD SUBMITTED UNDER Z5000.

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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.