DEALER RECORDS IN SUPPORT OF WARRANTY CLAIMS

ONE OF THE PRIME REQUISITES FOR A SUCCESSFUL DEALERSHIP SERVICE OPERATIO IS MAINTAINING COMPLETE AND ACCURATE RECORDS. THIS BEGINS WITH THE SERVICEWRITER'S INITIAL PREPARATION OF THE REPAIR ORDER AND CONTINUES ON UNTIL THE R.O. IS CLOSED AND FILED. TECHNICIANS, PARTS CLERKS, ACCOUNTING PERSONNEL, AND WARRANTY CLAIMS CLERKS ALL HAVE AN INVOLVEMENT IN PROPERLY MAINTAINING THESE RECORDS AS DOES SERVICE MANAGEMENT.

A MAJOR PART OF YOUR SERVICE BUSINESS INVOLVES REPAIRS COVERED BY THE NEW VEHICLE WARRANTIES. THE CADILLAC SERVICE POLICIES AND PROCEDURES MANUAL DEFINES THE DEALER REQUIREMENTS FOR SUBSTANTIATION OF WARRANTY CLAIMS, AND IT IS IN THE INTEREST OF ALL DEALER PERSONNEL INVOLVED IN WARRANTY RELATED RECORDS TO ASSURE THAT THESE REQUIREMENTS ARE FOLLOWED. TO HELP YOU ACCOMPLISH THIS, WE HAVE DEVELOPED A LIST OF THE MOST IMPORTANT AREAS. WE SUGGEST A MEETING BE HELD WITH CONCERNED DEALERSHIP PERSONNEL TO EMPHASIZE THE IMPORTANCE OF FOLLOWING THESE PROCEDURES.

A NUMBER OF WARRANTY CLAIM AUDITS DURING 1982 REVEALED SOME VIOLATIONS OF THESE PUBLISHED POLICIES AND PROCEDURES AND RESULTED IN SUBSTANTIAL CHARGEBACKS TO DEALERS OF PREVIOUSLY PAID CLAIMS. WE STRONGLY URGE YOU TO THOROUGHLY REVIEW YOUR PRESENT PROCEDURES REGARDING WARRANTY RECORDS TO ASSURE THAT YOU ARE IN FULL COMPLIANCE.

1983 POL.&PROC.-SECTION I ITEM PAGE NO.

1. DURING INITIAL REPAIR ORDER WRITE UP, LIST A 47 BRIEF DESCRIPTION OF EACH CUSTOMER COMPLAINT ITEM.

2. ALL DETAILS OF CAUSE AND REPAIR (CORRECTION) MUST BE 48 NOTED ON THE SHOP COPY AND TRANSFERRED TO ALL OTHER COPIES.

3. EACH R.O. MUST BE SIGNED BY OWNER/USER AND A 47,48 COPY GIVEN TO OWNER/USER AFTER REPAIRS ARE COMPLETE.

4. OPERATIONS ADDED ON AFTER OWNER/USER HAS SIGNED R.O. MUST BE APPROVED AND INITIALED BY DEALER SERVICE MANAGEMENT PRIOR TO THE ACTUAL REPAIRS 47 BEING PERFORMED.

5. OPERATION TIMES WILL BE DETERMINED BY DEALER 48 MANAGEMENT. IF STRAIGHT TIME IS REQUESTED, THE ACTUAL TIME REQUIRED TO PERFORM THE REPAIR MUST APPEAR ON THE FACE OF THE SHOP COPY, EXPLAINED IN DETAIL AND INITIALED BY DEALER SERVICE MANAGEMENT.

6. THE NAME AND/OR NUMBER OF THE TECHNICIAN MUST BE ON THE FACE OF THE SHOP COPY. 48

7. THE SHOP OR HARD COPIES OF R.O.' MUST BE RETAINED IN V.I. NUMBER SEQUENCE. 49

8. TECHNICIAN TIME TICKETS, STUBS, OR STRIPS MUST SUBSTANTIATE ALL LABOR ON REPAIR ORDERS. 48

9. IF SEPARATE CUSTOMER R.O. IS USED, IT MUST BE CROSS- REFERENCED WITH WARRANTY R.O. AND SCRAPPING COPIES OF BOTH R.O.'S ATTACHED TO DEALER COPY OF WARRANTY CLAIM. 48,49

10. THE SCRAPPING OR WARRANTY COPY OF THE REPAIR ORDER IS TO BE COMPLETELY PRICED OUT FOR ALL PARTS AND LABOR. 49

11. THE NAME, NUMBER AND QUANTITY OF ALL PARTS USED IN A REPAIR MUST BE SHOWN ON, OR ATTACHED TO, THE SHOP COPY OF THE R.O. 47

12. DIAGNOSIS TIME IS THE RESPONSIBILITY OF QUALIFIED SUPERVISORY PERSONNEL. 16

13. SUBLET INVOICES MUST SHOW VIN AND R.O. NUMBER AND 48 MUST BE CROSS REFERENCED ON THE R.O. REASON AND DETAILS MUST BE SHOWN ON BOTH DOCUMENTS. ATTACH ORIGINAL TO DEALER COPY.

14. SUBLET REPAIRS WILL BE REIMBURSED AT DEALER'S ACTUAL COST, NOT TO EXCEED THE APRTS AND LABOR ALLOWANCE WHEN PERFORMED BY DEALER. IF THE WORK IS DONE FOR THE DEALER AT A DISCOUNT, THAT ACTUAL COST SHOULD BE CLAIMED. IT MUST NOT BE SHOWN ON A WARRANTY CLAIM AS A DEALER PERFORMED REPAIR. 42

15. TOWING CHARGES WILL BE ACCEPTED (A) IF VEHICLE CANNOT BE SAFELY DRIVEN DUE TO FAILURE OF A WARRANTED PART, (B) IF CHARGES ARE REASONABLE, (C) TO NEAREST CADILLAC DEALER. INVOICES MUST SHOW LICENSE OR V.I. NUMBER, MILES TOWED AND STARTING POINT. 45, 48

16. ALL DEFECTIVE MATERIAL LISTED ON R.O.'S MUST BE PROPERLY IDENTIFIED WITH A COMPLETED CLAIM TAG AND MUST BE AVAILABLE UNTIL SCRAPPED BY A CADILLAC REP. OR FOR 30 DAYS AFTER CREDIT IS RECEIVED. 51

17. "SHOP COMEBACKS" ARE NOT ELIGIBLE FOR CONSIDERATION AS A WARRANTY CLAIM. 44

18. A COPY OF THE ORIGINAL REPAIR ORDER WHEN THE PARTS WERE INSTALLED MUST BE ATTACHED TO THE SECOND REPAIR ORDER TO SUBSTANTIATE REPLACEMENT PART CLAIM. 49

19. DEALERS UTILIZING THE OPTION A WARRANTY LABOR RATE PLAN MUST POST BOTH HOURS AND TENTHS CHARGED AND THEIR RETAIL LABOR RATE(S) ON RETAIL AND WARRANTY REPAIR ORDERS. 38

20. DEALERS MUST POST AND CHARGE A RETAIL LABOR RATE EQUAL TO THEIR WARRANTY LABOR RATE APPROVED UNDER OPTION A. 35

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.