| Subject: | Warranty Return Parts |
| Models: | 2005 and Prior GM Passenger Cars and Trucks |
| Attention: | Service and Parts Managers |
As General Motors continues to improve product quality, the parts that are returned to the Warranty Parts Center (WPC) become increasingly important. Sometimes the parts received at the WPC have been damaged prior to shipping, making root cause analysis
more difficult or impossible. The following conditions are occurring too frequently:
| • | Incorrect parts are returned |
| • | Not all the components from an assembly are returned |
The condition of the returned part is very important. Normally, none of the parts should be damaged in the process of replacing them. In the case of assemblies, sometimes gaskets, valves springs or pistons are missing. GM Service Policy and Procedures
requires a dealership tag and maintain parts replaced under warranty until after the claim has been paid. All parts required for that repair, including springs, pistons, gaskets, valves, etc., must be retained (and returned to the WPC, if requested).
Dealer Actions Required
| • | Ensure that parts are not damaged during removal from the vehicle or during storage at the dealership. |
| • | Ensure technicians return ALL parts replaced under warranty to the parts department. |
| • | Ensure all parts are kept together for each repair and properly tagged. |
| • | Ensure that the people who process WPC part return requests within the dealership carefully read the WPC part request, repair order, and parts tag to ensure that all the parts, and the correct parts for that repair, are returned. |
| • | Ensure parts returned to the WPC are packaged to protect them for damage during shipping. |
| • | Ensure parts returned to the WPC include a copy of the repair order with technician comments (hard copy of R.O., copied front and back) and the WPC part request. |
Thank you for your assistance in making General Motors' products the highest quality vehicles in the market place.
