CORE PARTS RETURN & FAILED PARTS RETURN PROGRAMS

SUBJECT: Core Parts Return and Failed Parts Return Programs --------------------------------------------------

MODELS AFFECTED: 1991-1997 Saturns ---------------- PURPOSE: This bulletin is intended to describe the important role of the Service Technician in the processes of the Core Parts Return and the Failed Parts Return Programs. (Refer to Parts and Accessories Bulletin 96-PA-04, detailing the revisions made to the Core Parts Return Process.)

CORE PARTS RETURN PROGRAM

Objectives of the Core Parts Return Program:

- Ensure high-quality service replacement parts.

- Provide product feedback to Saturn Engineering, Manufacturing and Supplier Teams, to enable continuous improvement of Saturn products.

- Reduce the cost of service replacement parts.

- Reduce environmental waste.

Parts Included in the Core Parts Return Program:

- Audio (e.g., radios, compact disc player and changer)

- Powertrain control modules (PCMS) and engine control module (ECMs)

- Instrument clusters (1991-1994)

- Speedometers (1995-1996)

- Generators

- Other parts to be determined

FAILED PARTS RETURN PROGRAM

Objective of the Failed Parts Return Program:

- Provide product feedback to Saturn Engineering, Manufacturing and Supplier Teams to enable continuous improvement of Saturn products.

Parts Included in the Failed Parts Return Program:

- Any part that generates a Failed Parts Return Packing Slip when a warranty Customer Service Order (CSO) is processed.

- Parts that are requested by Technical Assistance or Field Service Engineers.

THE SERVICE TECHNICIAN'S ROLE -----------------------------

Provide detailed customer complaint, conditions, diagnostic trouble codes (DTCS) and other useful information with each part that is returned for either the Core Parts Return (Yellow Core Return Tag) or Failed Parts Return (Orange Failed Part Return Tag) Programs.

Only the service technician has the detailed information required for proper failure analysis and repair. This information is very important to ensure that the remanufactured part meets the quality expectations of our customers and to help Saturn continually improve its products. The tests performed by the remanufacturing facility may not always detect intermittent, or unique or new failure modes. The remanufacturing process relies on the information provided on the yellow core return tag to duplicate the customer concern and adequately repair the part for use in another customer vehicle. Only the service technician has the detailed information to ensure success of the remanufacturing program.

The yellow core return tags are unique to the specific core part in an attempt to make it easier and quicker to fill out the tag completely. Examples of each are included in this bulletin. (The tags in this bulletin have some revisions since the first tags were printed. As the inventory of tags depletes, all tags will reflect these changes.) This tag is the only documentation included with core returns. A hard copy of the CSO is no longer required.

Additional yellow core return or orange failed part return tags may be obtained by calling 1 800 - 2SATURN (1 800 272 - 8876), prompt 3. Please refer to the appropriate item number as listed below when ordering.

Yellow Core Return Tags Item Number Quantity ----------------------- ----------- -------- PCM/ECM S196101T 100

Audio S196102T 100

Cluster/Speedo S196103T 100

Generator S196104T 100

zOrange Failed Part Return Tag S196100T Quantity 100

GUIDELINES FOR COMPLETING THE CORE AND FAILED PART RETURN TAGS

Front Side of Tag:

The front side of each tag is similar. All tags require the:

- Part number

- Retail facility code

- Vehicle model year

- Vehicle mileage

- Customer service order (CSO) number (if over-the-counter sale, use invoice number)

- Date of repair

- Vehicle identification number (VIN). Some tags only require the last eight digits of the VIN. This is evident while filling out the tag.

- Cluster/speedo core return tag has an additional item called the "Supplier Cntl#" which will be filled out by the supplier of the part.

- Technician's identification number (TECH#). This allows us to identify the technician in case we need to contact him or her for further information.

Back Side of Tag:

The back side of each tag is used to communicate the details of the complaint conditions:

- Description of the customer complaint - Please fully describe the complaint, prompting the replacement of the part being returned.

- Complaint duplicated (not on all tags)

- Complaint type - Each tag has unique failure types, please check all that apply.

- Complaint condition - Each tag has unique failure conditions, please check all that apply.

- At the bottom of each tag is a space to indicate any "Other Components Replaced" that are related to the same customer complaint.

- Some tags require "Diagnostic Trouble Codes (DTCs)" to be listed. DTCs are required in order to diagnose control modules such as the PCM and ECM.

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.