WARRANTY CLAIMS INJECTORS ADMINISTRATION AND RECORDS

As has been our custom for the past few years we are again publishing this annual bulletin relating to substantiation of warranty claims.

Experience has shown that the large majority of problems with warranty claims substantiation would not have occurred had the practices and procedures in this bulletin been followed. Adherence to these procedures will assure compliance with the Pontiac Service Policies and Procedures Manual and prevent misunderstandings with regards to warranty claim credits from subsequent reviews and audits. Refer to the manual pages for complete details on each item.

This information is intended not only for your service department management, but for service advisors, technicians, parts personnel, accounting personnel and, of course, the warranty claims personnel. We strongly urge the personal involvement of the dealer operator in assuring that this information is disseminated, discussed and practiced by affected personnel.

1985 Service Pol. & Proc. Item Section 1 - Part - Page No. ---- -------------------------- 1. During initial Repair Order (R.0) write-up, a brief description of each customer complaint item must be listed. Part VI - Page 1

2. All details of cause of failure and repair (correction) must be noted on the face of the shop copy of the R.O. Part VI - Page 2

3. Each R.O. must be signed and agreed to by owner/user and a copy given to owner/user after repairs are completed. Part VI - Page 1 & 3

4. Any work added on after owner/user has signed R.O. must be approved and initialed by dealer service management prior to the actual repairs being performed. Part VI - Page 2

5. Labor operation numbers and times will be determined by dealer and/or service management. If straight time is requested, the actual time required to perform the repair must appear on the face of the shop copy of the R.O. explained in detail and initialed by dealer service management. Part VI - Page 2

6. The name and/or number of the technician must be on the face of the shop copy of the R.O. Part VI - Page 2

7. The shop or hard copy of R.O.'s must be retained in V.I. Number sequence. Part VI - Page 3

8. Technician time tickets, stubs, strips or handwritten entries must be included on the back of the shop copy of the R.O. Part VI - Page 2

9. If a separate customer R.O. is used, it must be cross-referenced with warranty R.O. and a copy attached to the dealer copy of the warranty claim. Part VI - Page 3

10. The scrapping or warranty copy of the R.O. is to be completely priced out for all parts and labor and retained for attachment to the Pontiac claims Part VI - Page 3 memorandum in the same sequence as listed on the claims memorandum.

11. The name, number and quantity of all parts used in a repair must be shown on, or attached to, all copies of the R.O. Part VI - Page 2

12. Customer problem analysis and system diagnosis is the responsibility of qualified dealer supervisory personnel. Part II - Page 5

13. Sublet invoices must show V.I. and R.O. numbers and must be cross-referenced on the R.O. The reason for the repair and all details must be shown on both docu- ments. Attach original to scrapping copy. Part VI - Page 2

14. Sublet repairs will be reim- bursed at dealer's actual cost, not to exceed the parts and labor allowance when performed by dealer. If the work is done for the dealer at a discount, the actual cost should be claimed. It must not be shown on a warranty claim as a dealer performed repair. Part V - Page 2 & 8

15. Towing charges will be accepted if vehicle cannot be safely driven due to a failure of a warranted part and if charges are reasonable to the nearest Pontiac dealer. Invoices must show license or V.I. Number, miles towed and starting Part V - Page 14 point. Part VI - Page 2

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 Pontiac representative or for 30 days after credit is issued, which- ever occurs first. Part VII - Page 1

17. "Shop comebacks" are not eligible for consideration as a warranty claim. Part V - Page 13

18. A copy of the original repair order or sales slip when the parts were installed or sold over the counter must be attached to the second repair order to substantiate a replacement part claim. Part VI - Page 3

19. Dealers utilizing the Option A warranty labor rate plan must list both hours and tenths charged and their retail labor rate(s) on retail and warranty repair orders. Part V - Page 4

20. Under the Option A labor rate, dealers must list the retail labor rates on each copy of all customer pay and warranty R.O.'s. The retail labor rate must equal the warranty labor rate approved under Option A. Part V - Page 1 & 4

21. Under the Option A labor rate, dealer must post either the retail labor rate sign or the optional written estimate sign. Part V - Page 1 & 4

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.