Making Decisions

The warranty covers repairs to correct any vehicle defect related to materials used or workmanship performed during the manufacturing process. Such repairs must be made during the warranty period, using the appropriate GM part(s) and published GM labor times. However, dealers are empowered to various levels, with the discretion to make case by case decisions, that are exceptions to GM standard policy, for good business reasons, when the circumstances surrounding the transactions are special. The main purpose is to effect quality repairs, and meet reasonable and rational customer expectations.

Future revisions or supplements to this bulletin, in the form of case studies, are expected to assist in the training of the decision making process. Through the process of continuous improvement, training, and communication, GM will strive to reach a level of consistency in decision making across the breadth of GM and its dealer network. Please contact your wholesale service representative if assistance, guidance, or clarification is necessary.