Unnecessary Engine Crankcase and Subsystems Flushing Services and Proper utilization of Saturn Simplified Maintenance Schedule to Enhance Customer Service Experience #04-00-90-004 - (Dec 21, 2004)

Unnecessary Engine Crankcase and Subsystems Flushing Services and Proper Utilization of Saturn Simplified Maintenance Schedule to Enhance Customer Service Experience

2005 and Prior Model Year Saturn Vehicles

Service Manager, Sales Manager, Technician and Fixed Operations Manager

Purpose

The purpose of this bulletin is to provide information about proper vehicle service.

An Overview of Proper Vehicle Service

Saturn is aware that some companies are marketing tools and equipment to support a myriad of engine crankcase and subsystem flushing procedures. These dedicated machines are in addition to several aftermarket engine oil, cooling system, fuel system, A/C and steering system additives available to the consumer. Saturn vehicles, under normal usage, do not require any additional procedures or additives beyond what is advised under the former Vehicle Maintenance Schedules or the current Simplified Maintenance Schedules. Do not confuse machines available from Kent-Moore/SPX that are designed to aid and accelerate the process of fluid changing with these flushing machines.

Engine Crankcase Flushing

Saturn does not endorse or recommend engine crankcase flushing for any of its gasoline engines. Analysis of some of the aftermarket materials used for crankcase flushing indicate incompatibility with Saturn engine components and the potential for damage to some engine seals and bearings. Damage to engine components resulting from crankcase flushing IS NOT COVERED under the terms of the New Vehicle Warranty.

Saturn Authorized Service Information: Detailed, Descriptive, and Complete

If a specific model vehicle or powertrain need is identified, Saturn will issue an Authorized Service Document containing a procedure and, if required, provide, make available, or require the specific use of a machine, tool, or chemical to accomplish proper vehicle servicing.

Subsystem Flushing

Flushing of A/C lines, radiators, transmission coolers, and power steering systems are recognized practices to be performed after catastrophic failures or extreme corrosion when encountered in radiators. An example is performing a power steering flush because of specific customer concerns about noise. Refer to Corporate Bulletin Number 03-02-32-045 in SI. There is also a bulletin for cleaning an A/C evaporator because of A/C odor. Refer to Corporate Bulletin Number 03-01-39-012 in SI. The subsystem flushes these bulletins outline, however, are not required or recommended under normal vehicle service operations.

Service Is Important to You and Your Customer

Saturn takes great pride in offering its retailers and customers high-quality vehicles that require extremely low maintenance over the life of the vehicle. This low cost of ownership builds repeat sales and offers our customers a measurable economy of operation against competing vehicles. Providing responsible services at the proper intervals will greatly aid retailers with repeat business and additional services when required. Most customers appreciate and gain trust in retailers that inform and offer them just what they need for continued trouble-free operation. Examine your service department's practices and verify that all technicians focus on customer satisfaction, vehicle inspections, and other products at time of service. Use this opportunity to upgrade the services you provide to your customers. Here are a few suggestions:

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Take the time required to align your retailer service practices with the new Simplified Maintenance Schedule launched with the 2004 models (in Canada, the Merchandising Maintenance Process launched with the 2003 models). Use the new vehicle Owner's Manual Maintenance I and II schedules (in Canada, use the "Warranty, Maintenance and Owner Assistance Information" booklet and the vehicle's Owner Manual Maintenance Schedule) to create a "mirror image" in your advertising and retailer service pricing that is easily understandable to your customer. Taking advantage of this new service strategy may greatly increase your retailer service sales and customer retention while decreasing the frequency of visits and inconvenience to your customer.

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Review your program to ensure that all vehicles coming in are evaluated for safety and wear items. Examine all vehicles for tire condition, signs of misalignment, brake wear, exterior lamp functionality, exhaust condition, A/C cooling performance, SRS or Air Bag MIL, along with Service Engine Soon or Check Engine indicators. If the Service Engine Soon or Check Engine MIL is illuminated, it is vital that you inform the customer of the concerns with ignoring the indicator and what the required repair would cost. In addition to the possibility of increased emissions and driveability concerns, many customers are unaware that lower gas mileage may also result, with additional cost to the customer.

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Express the value in maintaining the finish quality of the customer's vehicle at the Maintenance I and II visits (in Canada, Semi-Annual and Annual Service inspections). More fully utilize the vehicle prep personnel you already have in place. In today's world, many people simply ignore the finish of their vehicle, at best infrequently using an automatic car wash for exterior cleaning. Offer vehicle-detailing services in stages from just a wash and wax to a complete interior cleaning. When paired with the Simplified Maintenance (in Canada, the Semi-Annual and Annual Service) visit, this will increase customer satisfaction. On return, the customer gets a visibly improved vehicle that will be a source of pride of ownership along with a vehicle that is now fully maintained. Also, reinforce the improved resale value of a completely maintained vehicle.

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Encourage the use of Saturn Car Care Products to customers who clean and maintain the appearance of their vehicles themselves. Many customers may have never used SaturnCar Wash, Saturn One Step Polish or a longtime product, SaturnGlass Cleaner. Stock the shelves of the Service counter with these products and consider instituting compensation programs for Service Consultants who suggest these products. Many consumers faced with an intimidating wall full of car care products sold at local auto parts stores may find it comforting to purchase a fully-tested product sold by Saturn that they know will not harm the finish of their vehicle. We suggest that you recommend these competitively-priced basic vehicle care products:

In the USA:

•	#21112706 Saturn One Step Polish 8 oz.

•	#21112710 Saturn Carnauba Cream Wax 16 oz.

•	#21112707 Saturn Rubber Dressing 32 oz.

•	#21112715 Saturn Car Wash Concentrate 16 oz.

•	#21112705 Saturn All Purpose Cleaner 32 oz.

•	#21112708 Saturn Premium Wheel Cleaner 32 oz.

•	#21112709 Saturn Glass Cleaner 32 oz.

•	#21112713 Saturn Leather Cleaner 16 oz.

•	#21112714 Saturn Bug 'N' Tar Remover 32 oz.

•	#21112698 Saturn Car Care Products Kit (Kit includes sample quantities of the Saturn Car Wash, All Purpose Cleaner, One Step Polish, Premium Wheel Cleaner, and Rubber Dressing)

In Canada:

•	#10952905 GM Vehicle Care Liquid Cleaner/Wax 473 mL

•	#10953013 GM Vehicle Care Chrome Cleaner and Polish 454 mL

•	#10953200 GM Vehicle Care All Purpose Cleaner 473 mL

•	#10953201 GM Vehicle Care Tire Dressing 473 mL

•	#10953202 GM Vehicle Care Wheel Brite 473 mL

•	#10953203 GM Vehicle Care Wash & Wax Concentrate 473 mL

•	#88901678 GM Vehicle Care Odor Eliminator 473 mL

•	#992821 GM Vehicle Care Leather, Vinyl & Cloth Upholstery Cleaner 415 g

•	#992856 GM Vehicle Care Tar and Road Oil Remover 500 mL

•	#992727 GM Glass Cleaner Aerosol 500 g

Display signboards with the installed price for popular Saturn Accessories such as running boards and seat covers. Customers may not think to ask about these desirable items at the time of a service visit.

Leverage Your Resources

Remember to leverage all of the service strengths at your retail facility. Many businesses exist profitably as an oil change location, a vehicle repair facility, or a detailing shop alone. You already have the capabilities to provide all three of these services. You have also earned the trust and respect of your customers by putting people first in the car purchase and car ownership experience. Putting people first in the car purchase and car ownership experience has been the cornerstone of our success since our inception. And our success --today and in the future--is linked to our commitment to incorporating this philosophy into every business decision that we make. Most customers appreciate and gain trust in retailers that inform and offer them just what they need for continued trouble-free operation. Providing responsible services at the proper intervals puts people first in the business decision, enhances overall customer satisfaction, and rewards your retail facility with repeat business in service and sales.

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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