Warranty Parts Center/Corporate Parts Return Program #40-05-01C - (Feb 19, 1999)

1999 and Prior Passenger Cars and Trucks

Attention: Parts Managers, Service Managers, Warranty Administrators

This bulletin is being revised to update changes to the Warranty Parts Center/Corporate Parts Return Program such as:

Parts Waiver Form revised to reflect additional release approvals (WPC006)

Materials Request (WPC005) revised to reflect new procedure for ordering WPC packing bags and UPS/ARS labels

LTL (common carrier) shipment procedure revised.

Please discard Corporate Bulletin Number 40-05-01B (Section -- Warranty Administration)

This bulletin is effective October 1, 1998 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 Worldwide Logistics to transport and inventory all parts returned from dealerships via the CPR program. The following information will assist in returning parts to the WPC.

Requests, Reminders and Debits

• Important

  The Document Number listed on each request if for WPC internal use only.

  Requests -- 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 received via DCS within the "PARTRETURN CPR" report application on Tuesdays and Fridays of each week.
• Reminders -- A reminder notice or previously requested parts/R.O.'s which have not been received by the WPC will also be provided. These reminders will be listed in categories of "14-20 days old" and "at least 21 days old." They will not list the original request number(s) of parts not received at the WPC. These reminders will repeat with each claim cycle until the parts are received, the WPC has been contacted for non-return of parts, or the parts have reached 28 days. If dealer records indicate that the requested part has been returned and the reminder notices continue, the dealer must follow-up with the WPC to RESOLVE the issue to avoid possible debit. It is recommended that you fax your proof of follow-up with the WPC at (248) 371-9005. If the original request is misplaced or unreadable, the reminder notice may be used for shipping parts and paperwork to the WPC. See Attachments 1 through 3 for examples of return requests and reminders. For dealer information, the Request Number is nine-digits. As an example, 981241234 would be translated as follows:
• The first two positions indicate the year of the request. 98 = 1998.
• The next three positions indicate the julian date. 124 = 124th day of the year.
• The last four positions indicate the WPC sequence number. In this example, it is 1234.
• Debits -- The WPC will submit a total claim debit report to the appropriate marketing division for review if the parts have not been received after 28 days or the WPC has not been contacted with an approved explanation for non-return of parts. After the marketing division review and approval, a debit will be sent to the dealership via the WINS process. The Debit Reason Code WP will be assigned to each debit case. The WPC has NO authority to waive debits. If the dealer has any questions regarding a debit, the dealer must contact the divisional representative or the Dealer Business Center contact. Regarding debits: the following responses are unacceptable at any time and will result in a debit:
• No paperwork was received with the part.
• The original request was never received.
• The part was sent to a location other than WPC (exceptions are listed on the Waiver Form).
• The part is returned for Core Value (on specific parts).
• Only the paperwork is received.
• The parts were scrapped by the dealer.

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 LINE NUMBER/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 COPY OF THE REPAIR ORDER WITH THE TECHNICIAN'S COMMENTS AND COPIES OF THE ORIGINAL CPR "REQUEST"). THESE BAGS MUST BE SECURELY ATTACHED TO THE APPROPRIATE PART.

When additional WPC/ARS shipping labels or plastic bags are needed, complete the Material Request form (WPC005 -- Attachment 6) and fax it to the WPC at (248) 371-9005. Supply requests are usually filled within 24 hours.

There may be instances where multiple return requests are included on one DCS message. Whether the dealership prefers to ship several parts to the WPC in a single container, or return parts request individually, enough copies of the "request" must be made in order to attach a copy to each returned part. Also, highlight the particular request pertaining to each part and place the folded paperwork in the plastic packing bag with the highlighted request number facing out. This will assist the WPC in handling parts and crediting the dealership for return of the parts in a timely fashion. This will also help alleviate late returns and possible debits.

Whenever possible, the container from the new/replacement part should be used for the return of the failed part. 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 of other parts.

PARTS WITH THEIR CORRESPONDING PLASTIC BAG ATTACHED (CONTAINING THE COPIES OF THE R.O. AND CPR "REQUEST") CAN BE PACKAGED TOGETHER AS A GROUP FOR SHIPPING PURPOSED, NOT TO EXCEED UPS SIZE AND WEIGHT LIMITATIONS. This method will minimize dealer inconvenience and also reduce the shipping expenses.

If there are special packaging costs, they should be included as a Net Item amount when submitting a Z7200 claim. Special packaging situations ma include crating an engine assembly, reassembly of components, or draining and sealing components in order to prevent leakage during shipment. Appropriate handling changes 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.

When returning parts, complete the UPS/ARS shipping label by writing in the dealer name, address, city, state and zip code. At the present time, the Ref. # field should remain blank. 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" (see Attachment 4). This ARS receipt can be used for tracking purposes through UPS. Any questions regarding status or delivery of UPS shipments is available via UPS tracking at 1-800-742-5877 or via the Internet at www.ups.com.

If a part (and appropriate paperwork) cannot be shipped via UPS due to size or weight limitations, one of the following GM-approved common carriers (LTL) must be used to return the parts "FREIGHT COLLECT" to the WPC.

The bill of lading should reflect the following information:

The following description must also be inserted on the bill of lading: "Used Auto Parts -- No commercial value. Item 18630.3 Class 70"

When this process is used, the dealer will not need to pre-pay shipments to the WPC. Parts delivered by common carriers (also referred to as LTL) not listed above, will be rejected by the WPC and returned to the dealership.

In order to prevent paperwork loss on common carrier (LTL) shipments, attache 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.

One those occasions when a part is not available for return to the WPC, fax the Parts Waiver form (WPC006) with a valid explanation (see Attachment 5). Do not fax any additional paperwork with the Parts Waiver form.

A video further detailing the WPC return process is available from your divisional service representative.

Warranty Core Parts

Dealers must return all core parts to GMSPO as soon as possible after the failed part is removed from the vehicle. The only exceptions to this rule are the following parts:

• Generators
• Starters
• Steering Gears
• Power Steering Pumps
• Catalytic Converters
• Controllers -- PCM

When these specific parts are replaced under the New Vehicle Limited Bumper to Bumper Warranty, dealers must retain these parts until the date of claim credit. From time to time, the WPC may request return of these core parts. CPR requests should be received the same day as the claim credit and should be checked before sending any of the above parts to GMSPO. When these parts are requested and returned to the WPC, the GMSPO core allowance should be submitted as a Net Item amount on the Z7200 claim. If no return request is received via DCS, the core part should be returned to GMSPO.

Hazardous Material

Do not ship batteries, air bags, fuel tanks, etc., to the WPC. These parts are considered hazardous. Contact the WPC immediately at 248-371-9901/9902 if any of the following situations exists:

• The dealership receives a request and believes the parts is hazardous.
• The UPS driver refuses to accept a package that may be hazardous.

Tires

All tires replaced under the New Vehicle Limited Bumper to Bumper Warranty must be returned to the tire manufacturer. See Corporate Bulletin Number 70-05-01, dated September 1997 for the locations and shipping instructions. Tire not returned to the tire manufacturer may result in a debit. Do not return tires to the WPC.

Repair Order Only Requests

Important

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

If a "Repair Order Only" request (see Attachment 3) is received, return legible copies of the R.O. only, including all technician comments, directly to the requester using the mailing label provided on the CPR request. 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.

Fax Polling of Attachments 5 and 6

Copies of Attachments 5 and 6 (Parts Waiver and Material Order Form) are available by "polling" the WPC fax at 248-371-9005. In order to poll, follow the instructions in the dealership fax machine manual. When the dealership fax machine asks for a password to the WPC fax machine, enter 1 1 1 1. The dealership fax machine will receive a copy of Attachments 5 and 6. The dealership Techline terminal should be used to obtain additional copies of this bulletin without attachments.

Return Reimbursement

The following conditions qualify for dealer reimbursement:

1. Administrative Allowances
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
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 as a net item on the Z7200 claim.
3. Packaging Material Costs, where applicable
Packaging material costs include such things as boxes, tapes, 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.

Method of Reimbursement

Each return request may be recording using a separate repair order or up to ten requests may be (physically) listed on a 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. Submit the claim using normal submission procedures and Labor Operation Z7200 with claim type "F." See 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, Article 1.6.

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.

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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