EMERGENCY PARTS ORDERING PROCEDURE CLARIFICATION

MODELS/YEARS: ALL MODELS

Due to some continuing confusion surrounding parts ordering procedures, particularly in critical customer situations, the following clarification should be helpful in expediting emergency parts from WDDGM. GM Parts has a 3-step procedure for obtaining emergency parts. This procedure is designed to handle most parts procurement problems on a local level. If a problem should occur when trying to obtain a part, the following procedure should be used:

1. Contact the local Parts Distribution Center.

2. If the local PDC is unable to provide satisfactory assistance, the dealer should then contact his GM Parts District Manager or zone office.

3. If you are unable to obtain results at the local level, (Parts Distribution Center or zone office), contact the Consumer Relations Section, GM Parts, Detroit - phone (313) 972-2121. Office Hours: EST 7:45 a.m. - 4:30 p.m.

This three step procedure should be used when seeking assistance in solving ALL parts problems. Most inquiries can and should be handled at the local level. At no time should steps one and two be bypassed with a direct call to GM Parts Consumer Relations Section in Detroit.

If a situation necessitates action by way of step three, it is imperative that the following required information be supplied. In addition, reference to a PC-82 Packing Slip, a RAPID answer back, or a call to the local PDC will provide the details essential to resolve an inquiry.

Information Required

1. Dealer parts code 2. Type of order (VIP or CIO) 3. Dealer control number 4. Original order date 5. Part number, catalog group, name and quantity **6. WDDGM order & reference numbers **7. Name of local PDC person contacted **8. 11 digit NPN reference number

**Access rapid and/or local PDC

It is very important to emphasize that "Emergency Orders" are those designated VIP or CIO. Parts back ordered against any other type of order and suddenly found to be in urgent need, must be reordered as an "Emergency Order". Therefore, a good order follow-up file, checked daily, is essential in the maintenance of a good Parts function.

The following review of the terms used by GM Parts to expedite parts shipments may be helpful.

RAPID SYSTEM

RAPID, which stands for Remote Automatic Parts Input for Dealer use, is a computerized system that is made available to dealers. The System provides direct, electronic communications similar to the dealer and the GM Parts computer-communications network. Dealer equipment consists of a teletypewriter with reader control features and a local business telephone line. The RAPID System speeds parts orders, and the answer-back feature provides accurate information. This information is received by the dealer's equipment and printed out even if the dealership is closed and the machine is unattended.

CAR INOPERATIVE (CIO)

This order receives preferential handling throughout all departments of the WDDGM System in the dealer's NORMAL shipping chain and is processed ahead of all other types of orders, EXCEPT VIP'S. CIO's are shipped PREPAID. Every possible effort is made to ship locally stocked items on the same day the order is received. Parts not immediately available, stocked locally, are referred to the next stocking Parts Distribution Center for immediate shipment. If there is no stock available within the PDC chain, the order will be referred to the Michigan area Parts Plant for shipment. If there is no stock available at the Parts Plant, the item will be held on back order. This order does NOT search for parts beyond the dealer's normal WDDGM chain. If a back order results on a CIO and the part is needed immediately, cancel and reorder VIP.

VERY IMPORTANT PART (VIP)

In the procurement of emergency Car Inoperative Parts, WDDGM has available a special type order called VIP (Very Important Part).

VIP orders, if necessary, will be referred to the part vendor and receive premium handling throughout the Parts System. These orders will be scheduled for shipment from either a PDC or parts plant within 24 hours of receipt of order - excluding Saturdays, Sundays and holidays. All shipments will be made on a prepaid basis. A premium surcharge of $2.00 per line plus 5% of the value of each line at dealer price will be charged. The surcharge will apply only if the items are shipped from a PDC or Parts Plant in the dealer's normal shipping chain. Dealers will not be charged extra on items referred to another PDC not in their normal shipping chain or to an original source when an item is NORMALLY stocked in a local PDC or Parts Plant.

Use of the Advise Code will trigger the shipping Parts Distribution Center to relay full forwarding information.

TELEPHONE ORDERS

If your particular organization does not have a RAPID system and a situation dictates placement of an emergency order, it is advisable to transmit the order via telephone. When doing so, it is important to make certain all required information (i.e. dealer name, location, code number, type of order (VIP-CIO), control number, and method of shipment) is provided.

NO PART NUMBER (NPN)

If you are unable to locate a part number for a service part after checking all catalogs, illustrations, and charts, the part can be ordered by noun description. Contact your local PDC Order Interpreter and give the following information:

Description or usage of part, VIN, possible group number, and all pertinent options that are included on the vehicle.

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.