DEALER RECORDS IN SUPPORT OF WARRANTY CLAIMS

One of the most crucial areas of a dealer's service business involves warranty repairs. They provide a significant source of income to your service department. This bulletin summarizes the requirements for a substantiation of these repairs. It is one of the most important warranty bulletins published each year and, therefore, it is essential that all dealership personnel involved in warranty repairs and subsequent claims submission be provided a copy so they are completely aware of these important requirements.

Adherence to these procedures will help assure you compliance with the Pontiac Service Policies and Procedures Manual, and help you to prevent chargebacks of warranty claim credits from subsequent reviews and audits. Refer to the manual pages for a more complete description where there is any question.

Remember, this information is intended not only for your service department management, but for service advisors, technicians, parts clerks, accounting personnel and, of course, the warranty claims clerk. We strongly urge the personal involvement of the dealer principal in assuring that this information is disseminated to all of the affected personnel.

1984 Pol. & Proc. Item Section 1 Page No.

1. During initial Repair Order write-up, list a brief description of each customer complaint item. Part VI-Page 1

2. All details of course and repair (correction) must be noted on the shop copy and transferred to all other copies. Part VI-Page 1 & 2

3. Each R.O. must be signed by owner/user and a copy given to owner/user after repairs are complete. Part VI-Page 1 & 2

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 Part VI-Page 2 performed.

5. Labor operation numbers and times will be determined by dealer 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. Part VI-Page 2

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

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

8. Technician time tickets, stubs, or strips must substantiate all labor on repair orders. 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 scrapping copy of the warranty claim. Part VI-Page 2

10. The scrapping or warranty copy of the repair order is to be completely priced out for all parts and labor and retained in R.O. No. sequence. Part VI -Page 3

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. Diagnosis time is the responsibility of qualified dealer supervisory personnel. Part II-Page 4

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

14. Sublet repairs will be reimbursed 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 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 point. Part V-Page 14

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 received, whichever is sooner. Part VII-Page 1

17. "Shop comebacks" are not eligible for consideration as a warranty claim. Part V-Page 12

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 Part V-Page 4 orders.

20. Dealers must post and charge a retail labor rate equal to their warranty labor rate approved under Option A. Part V-Page 1

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.