Servicing Medium Duty Trucks, Including Conventional and Crew Cabs, Motorhome Cutaway Cab, Commercial Cutaway Cab (Ambulance, School Bus, Shuttle Bus) and Tilt Cabs

Some customers have been refused service by authorized GM Medium Duty Dealers. These Dealers chose not to work on the finished/completed Medium Duty vehicle because of the way it was configured. As an authorized GM Medium Duty dealer, per your GM Medium Duty Franchise Agreement (GM Medium Duty Addendum in Canada), you are responsible for providing courteous, prompt and quality service for all GM Medium Duty vehicles. It is absolutely critical that we, as an organization, provide satisfactory service to our customers when they need it. Our long term mutual success requires that we provide each customer with a positive service experience.

Important: If you have any questions regarding your responsibility for a particular customer, please contact your Medium Duty Service Representative at 1-(800)-MEDIUMD (1-800-633-4863). In Canada, contact your Medium Duty/Fleet DSM directly. Questions pertaining to N/W series trucks are no longer handled by Medium Duty Service management. Issues on N/W series trucks should be referred to Immediate Response Center (IRC) 877-478-9828.

All GM Medium Duty vehicles are considered incomplete vehicles when they leave the assembly plant. They require completion via the installation of some type of body. The body company or upfitter completes the certification after they complete the vehicle. It is imperative that the GM dealer bring the vehicle into his/her facility to accurately determine whether a customer’s service requirement is the responsibility of GM or the upfitter who completed the vehicle. Any upfitter related issue should be referred to that company for resolution. Any chassis related issue must be handled under the terms of the GM New Vehicle Limited Warranty. It is critical that we properly advise the customer during his or her service experience.

The Medium Duty product line is very extensive. This provides the opportunity to have many models and configurations of completed product available for our customers. Some extensively modified GM Medium Duty completed vehicles may take on an unfamiliar appearance (particularly motor homes, shuttle busses, and ambulances). Due to increased share of this market, there are an increasing number of new customers purchasing the GM Medium Duty chassis in motor home and shuttle bus configuration. It is the dealer’s responsibility to make an accurate service determination, provide explanation and direction when these customers bring their vehicle to your dealership for service.

If you have any questions regarding your responsibility for a particular customer, please contact Medium Duty Service Representative at 1-(800)-MEDIUMD (1-800-633-4863). In Canada, contact your Medium Duty/Fleet DSM directly. Questions pertaining to N/W series trucks are no longer handled by Medium Duty Service management. Issues on N/W series trucks should be referred to Immediate Response Center (IRC) 877-478-9828.