Warranty - GM Dealer Parts Procurement
BULLETIN NUMBER:99-00-84-021B
SECTION:
00 - General Information
DATE:
April, 2000
SUBJECT:
Expediting Parts
MODELS:
2000 and Prior Passenger Cars and Trucks
ATTENTION:
"GM of Canada" and "IPC" Dealers are not authorized to utilize this Service Bulletin.
This bulletin is being revised to exclude GM of Canada Dealers. Please discard Corporate Bulletin Number 99-00-84-021A (Section 00 - General Information).
The following policy is in place to address those occasions when it is necessary to procure a part from another local GM dealer or by express shipping (CSO-3).
General Motors is making a significant commitment to help reduce comebacks and maintain the level of customer service demanded by customers in your dealership. The following procedure provides dealers with a tool to help achieve total customer satisfaction during any applicable GM warranty period. This procedure will provide reimbursement of expenses beyond normal dealer parts costs, up to 25% greater than the GMSPO dealer net price or $100 (whichever is less), for parts obtained locally. Expenses incurred for expediting GM ordered parts (CSO-3) not in dealer stock can also be reimbursed. This procedure should be utilized only during any applicable GM warranty coverage period.
Effective immediately, dealers will be required to input the part number without the part cost on all Z5000 and Z5001 claims. In instances where the integrated system automatically loads a part price, the calculation/price should be overridden so that the part price is zero. If multiple parts were procured, the total number of parts expedited should be inputted in the part count field. In those instances, the part with the greatest cost should be entered into the part number field.
All records and invoices in support of your claim must be retained in vehicle history record in accordance with Article 1.6 of the GM Service Policies and Procedures Manual. Parts expediting is not considered to be an add-on repair to the Repair Order, and does not require service management approval (Article 1.6.2.p.).
You may submit a claim for reimbursement under either of these operation numbers:
- Z5000 for parts obtained from a local GM dealer
- Z5001 for CSO-3 freight expenses
RECOMMENDED PARTS EXPEDITING PROCEDURE
1. Inform the customer if a part availability issue exists, and if eligible, offer appropriate Courtesy Transportation.
2. Contact a local dealer in an attempt to obtain the needed parts for same day repair. GM will reimburse the difference between the dealer price and the actual cost, up to the trade price, as published in the GMSPO Parts and Accessories Price Guide. If no trade price is listed, reimbursement will not exceed 25% of GMSPO dealer cost or $100, whichever is less. In either case, the reimbursement request must not exceed $100.
3. In the event the needed part is not available locally, it should be ordered on a Customer Order from GM Parts. If the part is needed for next day repair, order the part CSO-3 (or use CSO if overnight service is not available in your area). GM will reimburse the shipping expenses.
If a part is on back-order, IMMEDIATELY upgrade the order to a SPAC case.
4. Please review the parts application and add the part to your normal inventory, if appropriate.
5. Always keep the customer informed of the status of the repair.
CLAIM SUBMISSION PROCEDURE Z5000 - PART OBTAINED LOCALLY
If you do not have the required part in stock and are able to obtain it locally, GM will reimburse you for the additional dealer trade markup. You may have to pay to obtain the part from another local GM dealer. The allowance is for up to 25% of the GMSPO dealer cost or $100, whichever is less.
The following example uses an evaporator core that you need. It has a dealer net cost of $199.80. The part is being obtained by you from another local GM dealer (Hometown Motors), who has it in stock.
You are able to purchase the evaporator core from Hometown Motors at a 20% dealer trade price of $240.00 ($199.80 + 20% = $240.00), a $40.20 markup. When your dealership submits a warranty claim, the part amount will be figured on the dealer net cost of $199.80 at the normal dealer markup (30% for 1993 and prior or 40% for 1994 and newer). For example, $199.80 + 30% = $259.74. The warranty repair order would use labor operation D3320 with the part amount of $259.74. To recover the 20% markup of $40.20 that you paid Hometown Motors, you would submit an additional warranty claim for operation Z5000 for a net item amount of $40.20.
The detail elements for this claim may appear on your computer screen in this manner (some screen layouts may be different).
CLAIM SUBMISSION PROCEDURE Z5001 - PARTS ORDERED CSO-3
If a CSO-3 order is necessary, the freight expense will be reimbursed. A claim for the repair should be submitted in the normal manner. An additional claim/case should be submitted for the actual amount of the freight expense.
- With one part ordered, request the entire freight charges for the CSO-3 order.
- With more than one part shipped from GMSPO in the same box, refer to the RAPID 2000 Advise of Shipment Answer back for itemized freight cost for each part.
If the evaporator core in the previous example had been obtained from GMSPO through a CSO-3 parts order, the following example shows correct warranty claim submission for the additional cost. The published GMSPO dealer price for the core is $199.80. The GMSPO charges associated with the order are only freight charges, as all surcharges are eliminated with this implementation of the new GM Parts system. The repairing division would reimburse any applicable freight charges, submitted under labor operation Z5001 as a net amount (as an example, $18.00 express shipping charges).
The claim submission is shown in the example.
The detail elements for this claim may appear on your computer screen in this manner (some screen layouts may be different).
Refer to the table which details the type of claims (including special claims) when parts expediting is applicable for the covered vehicle (or part) failure. Please refer to your WINS Claim Processing Manual, Section VII for special claim type details. The Z5000 and Z5001 operations DO NOT require a special claim type.
CLAIM TYPE COMPATIBILITY
Important: No additional dealer markup on Z5000 or Z5001 is allowed.
Those operations are intended to reimburse dealers for the actual expense that occurred, as detailed above.
Disclaimer:
