| Subject: | Warranty Parts Center/Saturn Parts Return Program Concerns |
| Models: | 2006 and Prior Saturn Vehicles |
| Attention: | General Manager, Service Manager, Parts Manager, and Warranty Administrator |
Important: GM Canada Saturn Retailers are not authorized to utilize this service bulletin. Canadian Retailers should refer to Service Bulletin Number 99-00-89-019C for all Warranty Parts Center returns.
In July, Bulletin 05-00-89-042 was published that described changes to Saturn’s parts return process. The Saturn Failed Parts Return Program is a valuable tool for root cause analysis of customer product concerns. The importance of this program cannot
be overemphasized.
The purpose of this bulletin is to inform Retailers of the performance of the program since the change in July and Saturn’s intent to adhere to provisions in the Saturn Service Policy & Procedures Manual (Service P&P), Warranty and Warranty
Administration paragraphs 1.7.4 and 1.7.5 regarding the disposition of requested warranty failed parts (which includes debiting retailers for parts not returned).
FAILED PART RETURN PERFORMANCE
Saturn Failed Part Return conformance for August and September, 2005 showed only a 62% return rate. During those months 1,199 warranty failed part returns were requested from Saturn Retailers and only 744 requested parts were received at the WPC.
| • | 149 retailers have returned 100% of the parts requested. |
| • | 181 retailers have 455 outstanding part return requests (a report will be provided by the field teams indicating parts not yet returned). |
If Saturn had enforced the policies regarding the non return of parts, Saturn would be debiting retailers $97,769.09. These debits will not be processed at this time.
However, beginning with failed part return requests generated on or after December 1, 2005, Saturn will begin line item debiting for all requested Saturn warranty parts not properly received at the WPC within twenty-eight (28) days of
the request.
These debits will start in February, 2006.
Listed below are the issues/common mistakes observed so far.
NONCONFORMANCE ISSUES
To be considered "received" by the WPC, each part request must:
| • | Be received at the WPC within twenty-eight (28) days of the request. Any part received at the WPC after the 28-day window is subject to debit. |
| • | Contain the proper paperwork - for Saturn parts, the Failed Part Packing Slip must be folded and placed in a clear plastic envelope in a manner that the WPC request number is showing. The envelope must then be securely attached to the failed
part. |
| • | Be packaged and shipped individually. |
| • | Arrive in an undamaged state. The original packaging material is usually sufficient for returning the part. However, there are times, such as when parts are shipped in bulk or multipacks, that the part must be repackaged for shipment. Remember to
package parts appropriately to avoid shipping damage. |
EXAMPLES OF COMMON MISTAKES
| • | Parts arrive after the 28 day window. |
| • | Parts have insufficient paperwork to confirm receipt. WPC systems receive parts by WPC request number only. Any other form of paperwork is insufficient to receive and catalog a part. Saturn parts must contain a copy of the Failed Part Packing Slip
for proper part identification and diagnosis. |
| • | Multiple parts are returned in the same packaging. This can cause mismatched parts and paperwork which leads to identification and diagnosis issues. |
| • | The WPC Request Number is not noted in the Ref# line at the bottom of the UPS A.R.S. Return Label. There have been erroneously placed Failed Part ASN numbers, tracking numbers, CSO numbers and other items recorded on the Ref# line. Only the WPC Request Number should be recorded on the Ref# line.
WPC Request Numbers all begin with the letter "T" followed by eight digits for Saturn Failed Part Return Requests (e.g. T00000015). |
| • | Parts arrive damaged beyond use. Any part damaged in shipment is usually scrapped by the engineer or supplier because the root cause of the failure cannot be determined. Saturn spends a minimum of $30 shipping and handling for every part received
and scrapped at the WPC. |
INCLUDED DOCUMENTATION
The illustration above is an example of the SRS Parts Work With Open ASN screen. This screen should be used to verify Open Failed Part Return Requests. Failed Part Return Requests should be updated and deleted from this screen once the part has been sent
to the WPC. Refer to ADP ARG SRS Parts Software Enhancements June 2005 - Fail-Part Return ASN documentation for complete instructions on how to use the screen.
The Saturn Retailer Failed Part Return Process Flow Chart on the next page is designed to help you quickly identify the steps necessary to perform a Saturn Failed Part Return Request. This document may be used in conjunction with the Saturn Warranty Part
Return Process quick reference chart found in the SSPO P&P Section 8, Special Transactions - Failed Parts Returns. This Saturn Warranty Part Return Process quick reference chart was recently distributed as an update to replace the chart found in Saturn
Bulletin 03-I-02.
Address all questions about the Saturn Failed Part Return program to the WPC at 248-371-9901/9902 or to warrantypartscenterusa@gm.com.
