Customer Concern Not Duplicated /Verified - Labor
File In Section: Warranty AdministrationBulletin No.: 48-05-O1C
Date: March, 1998
WARRANTY ADMINISTRATION
Subject:
Customer Concern Not Duplicated/Verified Labor Operations
Models:
1989 and Later Passenger Cars and Trucks
This bulletin is being revised to add labor operation H9991 for brake concerns that typically require a trained technician review. H9991 is not to be used for conditions such as brake noise or pulsation, which can typically be verified by Service Management. Please share this bulletin with your Service Management and Claims Administration Department. Please discard Corporate Bulletin Number 48-O5-O1B (Section - Warranty Administration).
General Motors believes that indicating an attempted repair on the repair order can be a deterrent to customer satisfaction in those cases where the customer concern could not be duplicated/verified.
Therefore, General Motors is providing "Customer Concern Not Duplicated/Verified" labor operations for concerns related to Engine, Electrical, Clutch and Transmission related concerns that typically require a skilled trained technician review.
Effective repair orders dated on or after December 1, 1997, claims will no longer be accepted for the following labor operations: B9995, C9995, D9995, E9995, F9995, H9995, L9995 and R9995. These areas typically can be verified by Service Management without the aid of trained technicians. Examples would include such customer concerns as that the vehicle headlamps would not turn off and the vehicle is equipped with Daylight Running Lamps or a visual inspection of the fit or finish of a trim item not requiring a repair.
Listed are the new labor operations and guidelines to follow when using them:
"Customer Concern Not Duplicated/Verified" Labor Operation Numbers
Policies and Procedures for Use of These Labor Operation Numbers are:
^ "Customer Concern Not Duplicated/Verified" labor operation numbers are to be used only in conjunction with a concern originating from a customer.
^ Service management approval must be noted on the repair order prior to the flagging of the operation on the claim.
^ "Customer Concern Not Duplicated/Verified" Labor Operation Numbers should not be used in conjunction with a same group (i.e. N9995 with N1780) operation number on the same repair order.
^ Technicians should only use "Customer Concern Not Duplicated/Verified" labor operation numbers if they are properly trained in the specific area being diagnosed.
^ Pays 0.1 to 0.3 based on actual time (clock time). Actual time required should be submitted in regular labor hours column.
^ Description of "Customer Concern Not Duplicated/Verified" must be entered in the Claim Comment Area with claim submission.
For those unique situations where additional time is required for diagnosis, Other Labor Hours (OLH) may be used with appropriate Service Management Approval and Authorization.