Informational - Warranty Parts Center/Corporate Parts Return Program #99-00-89-019B - (Jan 22, 2002)

2003 and Prior Passenger Cars and Trucks

2003 HUMMER Model Vehicles

2003 and Prior Isuzu Medium Duty Trucks

Parts Managers, Service Managers, Warranty Administrators

This bulletin is being revised to update changes to the Warranty Parts Center/Corporate Parts Return Program. Please discard Corporate Bulletin Number 99-00-89-019A (Section 00 -- General Information).

Important

"GM of Canada" and "IPC" Dealers are not authorized to utilize this service bulletin. Canadian dealers should refer to "Home Office Letter #99-201" dated 01-05-99 for all Warranty Parts Center returns.

This bulletin is effective October 1, 2001 and its purpose is to clarify instructions with regard to the Corporate Parts Return (CPR) Program/Warranty Parts Center (WPC) in the areas of parts retention, parts preparation for shipping, and administration. This bulletin supersedes all previous written communication regarding WPC operation.

CPR is considered a valuable tool for root cause analysis of customer product concerns. The GM Warranty Parts Center (WPC) has contracted with United Parcel Service Logistics to transport and inventory all parts requested by CPR and returned from dealerships. The following information will assist in returning parts to the WPC.

The WPC realizes that CPR requests are not always received by the appropriate dealership person on a timely basis; however, the program's importance cannot be stressed often enough. It is highly recommended that an individual be assigned the responsibility of processing WPC requests as quickly as possible.

WPC Website

The WPC has implemented a website www.gmwpc.com to assist dealers in tracking their shipments to the WPC and to obtain copies of WPC forms. The website is available 24 hours a day and is being updated constantly. In order to access the website, dealers will need their BAC (Business Associate Code). The website has the following features:

• Viewing the status of open requests.
• Viewing details of a single request (including reason for debit).
• Hotlink to UPS.com for tracking packages.
• Hotlink to Yellowfreight.com for tracking shipments.
• The most current parts return bulletin.
• Templates of WPC forms.
• Parts Waiver
• Shipping Log
• Material Request
• Yellow Freight Bill of Lading

Upon entering the website, dealers will have the choice of selecting a list of all open WPC requests or selecting a specific request. Open requests will be those which have not been received at the WPC as of the date queried. Single requests will give details of a particular request; namely-due date and reason for debit (if applicable). Dealers should check WPC status of request prior to accessing UPS tracking.

Requests, Reminders and Debits

For examples of return requests and reminders, refer to examples at the end of this bulletin.

When a part (and repair order copy) is needed, the dealership will receive a "GM Part and Repair Order Return Request" message. When a repair order ONLY is needed, the dealership will receive an "R.O. Only Request" message. All CPR requests will be transmitted to dealer's electronic mailbox within the "PARTRETURN CPR" report application on Tuesdays and Fridays of each week as warranty claims are paid.

If there is no actual part to return because a fluid, such as carburetor cleaner was used, the dealer must complete a Parts Waiver form stating "used carb cleaner" and fax it to the WPC to avoid a debit (DO NOT MAIL) (248-371-9005).

A reminder notice of previously requested parts/R.O.'s which have not been received by the WPC will also be provided on Tuesdays and Fridays. These reminders will be listed in categories of "10-20 days old" and "at least 21 days old." Until parts are received, or the WPC has been contacted for non-return of parts, or the parts have reached 28 days, these reminders will repeat with each claim cycle.

If the dealer has confirmed delivery to WPC with UPS, but reminder notices continue, the dealer is encouraged to check the WPC website (www.gmwpc.com) for receipt confirmation.

It is imperative that the dealer follow-up with the WPC to RESOLVE open issues to avoid possible debit. Fax (248-371-9005) is recommended for proof of follow-up with the WPC. If the original request is misplaced or unreadable, the reminder notice or website printout may be used for shipping parts with their paperwork to the WPC.

For dealer information, the Request Number is nine-digits. As an example, 212613469 would be translated as follows:

• The first position indicates the year of the request. 2 = 2002.
• The next three positions indicate the Julian date. 126 = May.
• The next four positions indicate the unique sequence number. In this example, it is 1346.
• The last number is the check digit. In this example, it is 9.

If, after 28 days, parts have not been received, or the WPC has not been contacted with an approved explanation for non-return of parts, the WPC will submit a total claim debit to the WINS process. The Debit Reason Code WP will be assigned to each debit case. If the dealer has any questions regarding a debit, please logon to the gmwpc.com website to obtain the reason. The WPC has NO authority to waive or reverse debits after issuance; the GM Area Service Manager (AVM) or the DSPM (Isuzu) must be contacted in these instances.

Regarding debits, the following responses are unacceptable at any time and will result in a debit:

• WPC received the part without paperwork.
• Dealer never received the original request.
• The dealer sent the part to an unapproved location.
• The dealer returned the part for Core Value.
• WPC received paperwork without the part.
• The dealer scrapped the part prior to retention period.
• Dealer sent wrong part.

Part Preparation for Shipping

The return request message will list specific claims for which parts (and repair orders) are to be returned as follows:

ONLY PARTS ASSOCIATED WITH THE LABOR CODE ARE TO BE RETURNED AND SHOULD BE BUNDLED TOGETHER AND SHIPPED USING THE UPS/ARS SHIPPING LABELS (WPC002). PLASTIC PACKING BAGS (WPC001) ARE AVAILABLE FROM THE WPC FOR THE PROTECTION OF THE PAPERWORK TO BE INCLUDED WITH THE PARTS (LEGIBLE COPIES OF THE REPAIR ORDER -- WITH THE TECHNICIAN'S COMMENTS -- AND THE CPR "REQUEST"). THESE BAGS MUST BE SECURELY ATTACHED TO THE APPROPRIATE PARTS.

When additional UPS/ARS shipping labels or plastic bags are needed, complete the Material Request form (WPC005) and fax it to the WPC at (248) 371-9005 OR via e-mail to WARRANTY PARTS CENTER USA@gm.com. (Refer to Form WPC005 at the end of this bulletin.) Supply requests are shipped via UPS within 24 hours.

There may be instances where multiple return requests are listed on one message. When this occurs, dealers should ship each individual request in a separate box with its own UPS/ARS label. DO NOT SEND MULTIPLE REQUESTS IN THE SAME BOX. Copies of the "request" and repair order must be attached to each part sent to the WPC. The dealer should highlight the particular request pertaining to the part and place the folded paperwork in the plastic packing bag with the highlighted Request Number facing out. This process will assist the WPC in handling and crediting the dealership for returning the part in a timely manner.

When possible, the container from the new/replacement part should be used for the return of the failed part. However, all previous labeling on the box should be removed prior to re-use. Parts containing or soaked by fluids, such as oil or fuel, MUST be drained, wiped clean and placed in an appropriate packing container and securely packaged in order to prevent leakage or contamination.

When returning parts, complete the UPS/ARS shipping label by writing in the dealer name, address, city, state and zip code. The Ref. # field should contain the Request Number being returned. Attach the label to the package and detach the lower portion for dealer records. The lower portion of the label contains the shipment tracking number and should be attached to the dealer's "Warranty Parts Center Shipping Log" (Refer to Warranty Parts Center Shipping Log at the end of this bulletin). This UPS/ARS receipt can be used for tracking purposes through UPS. Status of UPS shipments is available via UPS tracking at 1-800-742-5877 or via the Internet at www.ups.com or www.gmwpc.com.

If a part (and appropriate paperwork) cannot be shipped via UPS due to size or weight limitations, the following GM-approved common carrier (LTL) must be used to return the parts "Third Party Freight Collect" to the WPC.

A partially completed Yellow Freight bill of lading is available by request through the WPC. Dealers should submit a Material Request form and indicate quantity desired. The dealer is responsible for completing the shipper information (dealer name and address) and description and weight of shipment on the Yellow Freight bill of lading.

When this process is used, the dealer will not need to pre-pay shipments to the WPC. Parts delivered by any other common carrier (LTL), will be rejected by the WPC and returned to the dealership.

In order to prevent paperwork loss on common carrier (LTL) shipments, attach two copies of the DCS message and repair order as follows:

• Attach one copy to the inside of the crated shipment (attached to the part).
• Attach one copy to the Bill of Lading.

If there are special packaging costs, they should be included as a Net Item amount when submitting a Z7200 claim. Special packaging situations may include crating an engine assembly, reassembly of components, or draining and sealing components in order to prevent leakage during shipment. Appropriate handling charges for these situations should be calculated at a rate for unskilled labor (not at the warranty or retail labor rate) and appropriately documented on the Z7200 claim.

Parts Retention and Requests

The GM P & P states all warranty core parts must be held until receipt of claim payment. THIS INCLUDES, BUT IS NOT LIMITED TO, ENGINES, TRANSMISSIONS, STARTER MOTORS, CATALYTIC CONVERTERS, PCM, POWER STEERING PUMPS, STEERING GEARS, AND ALTERNATORS/GENERATORS. On the date of claim payment, the dealer should also verify receipt of CPR requests for any core parts paid on that claim cycle. If NO CPR request is received for the paid core parts, the dealer should return those parts to the appropriate Core Return Center. When the CPR requested parts are returned to the WPC, the core allowance should be submitted as a Net Item amount on the reimbursement claim.

Any core Product Feedback Forms received with a replacement part must be completed and returned with the part and Repair Order to the WPC.

Any core parts returned to the core center prior to claim payment will be subject to an automatic debit.

Furthermore, the GM P & P also states that all other warranty parts must be held for 15 days after receipt of claim payment.

On those occasions when a part is not available for return to the WPC, fax or Lotus Notes a completed Parts Waiver Form with an explanation. (Refer to Form WPC006 at the end of this bulletin.) Please note that not all explanations will prevent a debit.

Hazardous Material

The WPC is not certified to receive nor handle hazardous material; therefore, lead batteries (see note *** below), air bags, fuel tanks or items that contain explosive material should not be sent to the WPC. If a request is received and the associated part is considered hazardous, a WPC Parts Waiver should be completed, explaining that the part is hazardous, and faxed to the WPC. The Parts Waiver must be received within 28 days of original request to avoid a debit being issued.

***The new ACDelco AGM lead acid battery is considered non-hazardous for purposes of transportation and can be returned to the WPC. However, if a dealership receives a WPC request to return this particular battery, the container must be clearly marked "NON-SPILLABLE PER 49CFR 173.159(d)." At the present time, this is the ONLY battery which can be safely returned to the Warranty Parts Center. The ACDelco battery can be returned using the regular pre-paid UPS/ARS labels provided by the WPC.

Tires

Most tires replaced under the New Vehicle Limited Bumper-to-Bumper Warranty must be returned to the tire manufacturer. However, there will be instances when the WPC will request tires to be returned. When a WPC request is received at the dealership, all instructions outlined in this bulletin should be followed (paperwork inclusion and shipping).

Effective immediately, tires must be retained until receipt of claim payment. The WPC will request a tire(s) return on the same day the credit memo is received at the dealership. If no WPC request is received, the dealer should return the tire(s) per the official tire bulletin. Dealers are encouraged to submit warranty claims as soon as possible in order to alleviate storage of tires. All vehicle tires replaced on the repair order are to be returned to the WPC and the appropriate paperwork must be attached to each tire returned.

Upon claim submission, the dealer must submit the $25 handling allowance per repair order in the "parts amount" field and the part number 09592318 in the Part Number field regardless of manufacturer.

This process allows the WPC to identify a tire for return. It is very important for the dealership to retain tires until the claim is paid.

Exchange Program Parts

The GM WPC has assumed responsibility for obtaining special new model exchange program parts from dealerships. The following exchange process has been implemented at the WPC:

1. The GM Service Bulletin will advise dealers of an exchange. Dealers will be directed to call Technical Assistance (TAC).
2. TAC takes the call from the dealer and qualifies and approves the exchange. TAC will notify the appropriate parties to release and ship a replacement part to the dealer.
3. At the same time, TAC will notify the WPC that an exchange is taking place at the dealership. The WPC will create an "Exchange Special Part Request" and assign a request number which will begin with an "EX" followed by seven digits. This WPC original request will be faxed to the contact person of the dealership within 24 hours of the call to TAC. When the Parts Manager receives the failed parts from the technician, all appropriate paperwork should be attached (including the Exchange Special Part Request and copy of Repair Order (with technician's comments) and shipped to the WPC using the shipping procedures outlined in this bulletin.
4. Electronic reminders notifying the dealer of non-receipt of exchange parts will be sent by the WPC in the same manner as in the past. For an example of reminders, please refer to the examples found later in this bulletin. The Repair Order Date on the request message will appear as the date the Exchange Special Part Request was generated by the WPC.
5. If the part is not received at the WPC within 28 days from the original request date, the claim will be submitted to WINS as a debit.

Special Parts Request

Dealers may be contacted by the WPC to return "one-of-a-kind" parts for specific engineering analysis that have not been identified in the normal process. In those instances where a special part is needed, the dealership will receive via fax from the WPC a "SPECIAL PART REQUEST" form. The process for returning special parts is the same as explained in this bulletin. A copy of the Special Part Request must be included in the shipment and the box/crate labeled "SPECIAL PART REQUEST." The Special Part Request form contains a section for the dealership to use if the part is requested, at a later date, via the normal CPR return process.

Repair Order Only Requests

Important

Never return a "Repair Order Only" request to the WPC.

If a "Repair Order Only" request (refer to the Request for Repair Order Only Example at the end of this bulletin) is received, return legible copies of the R.O., including technician comments, directly to the requester using the mailing label provided on the CPR request (the address will be surrounded by ***). Do not use the UPS/ARS label and DO NOT RETURN PARTS on this type of request. When returning "Repair Order Only" requests, use REGULAR US Postal Service mail. Do not use Registered mail of any type.

WPC Forms

Copies of Forms (Parts Waiver, Material Request and the Yellow Freight Bill of Lading) are available via the WPC website at www.gmwpc.com or by calling or faxing WPC Customer Assistance (248-371-9901/9902 or fax 248-371-9005).

Return Reimbursement

The following conditions qualify for dealer reimbursement:

1. Administrative Allowances
Enter as "Labor Hours" -- A range from 0.0 to 0.3 hours may be claimed for each line involving the return of parts (and copies of R.O.s including technician comments). The time requested for reimbursement depends on the complexity of the request as determined by the dealer. A range from 0.0 to 0.2 hours can be claimed for each line where repair order only copies are returned, again as determined by the dealer.
2. Shipping Expenses
Enter as "Net Item" -- There will be no dealer-incurred postage or shipping costs associated with parts returned to the WPC. However, any postage charges for "repair order only" requests will be reimbursed.
3. Packaging Material Costs (where applicable)
Enter as "Net Item" -- Packaging material costs include such things as boxes, tape, etc. Labor charges (for crating an engine assembly, draining and sealing components in order to prevent leakage during shipment, etc.) associated with packaging costs are to be calculated and billed at a cost for unskilled labor and not at the dealer's warranty or retail labor rate.
4. GMSPO Core Part Allowance Amounts (where applicable)
Enter in "Net Item."

Method of Reimbursement

Each return request may be recorded using a separate repair order or up to ten requests may be (physically) listed on a single repair order. Entries must include the VIN, request number, number of parts returned, and associated costs.

When submitting a single return request for reimbursement, use the normal submission procedures and Labor Operation Z7200 with claim type "F." In order to receive reimbursement for multiple part return requests, choose one of the VINs for the one line claim. Submit for the total of all corresponding charges (up to 10 requests) on that one line. Refer to the description of claim submission entries below.

All related documentation, including a copy of the CPR return request, must be retained for future reference in accordance with the GM Service Policies & Procedures Manual.

Dealer Feedback

The WPC recognizes the need to provide information regarding our progress and accomplishments in product improvements as a direct result of the Corporate Parts Return program. Information gathered by the WPC will be provided to dealers in the form of a newsletter.

Part Return Request Example

GM WARRANTY PARTS CENTER RETURN REQUESTS FOR DEALER XXXXX -- CLAIM MEMO XXX.

Below are parts and repair orders which are required for product review. The following must be returned to the Warranty Parts Center at:

USE THE PROVIDED PRE-PRINTED AND PRE-PAID UPS/ARS LABELS TO SHIP THE FOLLOWING:

• Copy of the request below
• Repair order (including technician comments)
• Only parts associated with the labor code

ALL FLUIDS MUST BE DRAINED FROM PARTS BEING RETURNED. Place the above items in a plastic bag and securely attach to part prior to shipping. Each request should be shipped individually.

Listed below are part requests that have not been received at the Warranty Parts Center as of this date. If your records indicate that you have returned the requested part (allow 7 days for shipping and handling), it is imperative that you follow-up with the WPC at 248/371-9901/9902 (or fax at 248/371-9005) to resolve the issue and avoid possible debit.

Request For Part Return/Repair Order Only/Reminder Example

GM WARRANTY PARTS CENTER RETURN REQUESTS FOR DEALER XXXXX -- CLAIM MEMO XXX.

Below are parts and repair orders which are required for product review. The following must be returned to the Warranty Parts Center at:

Use the provided pre-printed and pre-paid UPS/ARS labels to ship the following:

• Copy of the request below
• Repair order (including technician comments)
• Only parts associated with the labor code

ALL FLUIDS MUST BE DRAINED FROM PARTS BEING RETURNED. Place the above items in a plastic bag and securely attach to part prior to shipping. Each request should be shipped individually.

Below are R.O. Only requests which should be returned to the requestor via the post office using the mailing label provided. No R.O. Only requests should be returned to the Warranty Parts Center.

Listed below are part requests that have not been received at the warranty parts center as of this date. If your records indicate that you have returned the requested part (allow 7 days for shipping and handling), it is imperative that you follow-up with the WPC at 248/371-9901/9902 (or fax at 248/371-9005) to resolve the issue and avoid possible debit.

END OF WPC TRANSMISSION

Request For Repair Order Only Example

GM WARRANTY PARTS CENTER RETURN REQUESTS FOR DEALER XXXXX -- CLAIM MEMO XXX.

Below are R.O. Only requests which should be returned to the requestor via the post office using the mailing label provided. No R.O. Only requests should be returned to the Warranty Parts Center.

Listed below are part requests that have not been received at the Warranty Parts Center as of this date. If your records indicate that you have returned the requested part (allow 7 days for shipping and handling), it is imperative that you follow-up with the WPC at 248/371-9901/9902 (or fax at 248/371-9005)to resolve the issue and avoid possible debit.

Reminders Only Example

GM WARRANTY PARTS CENTER RETURN REQUESTS FOR DEALER XXXXX -- CLAIM MEMO XXX.

Listed below are part requests that have not been received at the Warranty Parts Center as of this date. If your records indicate that you have returned the requested part (allow 7 days for shipping and handling), it is imperative that you follow-up with the WPC at 248/371-9901/9902 (or fax at 248/371-9005) to resolve the issue and avoid possible debit.

Parts Waiver

Material Request

GM bulletins are intended for use by professional technicians, NOT a "do-it-yourselfer".  They are written to inform these 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 your GM dealer for information on whether your vehicle may benefit from the information.

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