WARRANTY CLAIMS ADMINISTRATION AND RECORDS
As has been our custom for the past few years we are again publishing this annual bulletin relating to substantiation of warranty claims.
Experience has shown that the large majority of problems with warranty claims substantiation would not have occurred had the practices and procedures in this bulletin been followed. Adherence to these procedures will assure compliance with the Cadillac Service Policies and Procedures Manual and prevent misunderstandings with regards to warranty claim credits from subsequent reviews and audits. Refer to the manual pages for complete details on each item.
This information is intended not only for your service department management, but for service advisors, technicians, parts personnel, accounting personnel and, of course, warranty claims personnel. We strongly urge the personal involvement of the dealer operator in assuring that this information is disseminated, discussed and practiced by affected personnel.
1985 Service Pol. & Proc. Section I Item Page No. ---- -------------------
1. During initial Repair Order (R.O.) write-up, a breif 69 description of each customer complaint item must be listed.
2. All details of cause and repair (correction) must be 70 noted on the face of the shop copy of the R.O.
3. Each R.O. must be signed by owner/user and a copy given 69 & 70 to owner/user after repairs are completed.
4. Any work added an after owner/user has signed R.O. must 69 be approved and initialed by dealer service management prior to the actual repairs being performed.
5. Labor operation numbers and times will be determined by 70 dealer management. If straight time is requested, the actual time required to perform the repair must appear on the face of the shop copy of the R.O. explained in detail and initialed by dealer service management.
6. The name and/or number of the technician must be on the 70 face of the shop copy of the R.O.
7. The shop or hard copy of R.O.'s must be retained in V.I. 71 Number sequence.
8. Technician time tickets, stubs, strips or handwritten 70 entires must be included on the back of the shop copy of the R.O.
9. If a separate customer R.O. is used, it must be cross- 71 referenced with warranty R.O. and a copy attached to the dealer copy of the warranty claim.
10. The scrapping or warranty copy of the R.O. is to be 71 completely priced out for all parts and labor and retained in R.O. No. sequence.
11. The name, number and quality of all parts used in a repair 69 must be shown on, or attached to, all copies of the R.O.
12. Customer problem analysis and system diagnosis is the 25 responsibility of qualified dealer supervisory personnel.
13. Sublet invoices must be show V.I. and R.O. numbers and must 70 be cross-referenced on the R.O. The reason for the repair and all details must be shown on both documents. Attach original to scrapping copy.
14. Sublet repairs will be reimbursed at dealer's actual cost, 62 not to exceed the parts and labor allowance when performed by dealer. If the work is done for the dealer at a discount, the actual cost should be claimed. It must not be shown on a warranty claim as a dealer performed repair.
15. Towing charges will be accepted if vehicle cannot be driven 66 & 70 due to a failure of a warranted part and if charges are reasonable to the nearest Cadillac dealer. Invoices must show license or V.I. Number, miles towed and starting point.
16. All defective material listed on R.O.'s must be properly 73 identified with a completed claim tag and must be available until scrapped by a Cadillac representative or for 30 days after credit is issued, whichever is sooner.
17. "Shop comebacks" are not eligible for consideration as a 65 warranty claim.
18. A copy of the original repair order or sales slip when the 71 parts were installed or sold over the counter must be attached to the second repair order to substantiate a replacement part claim.
19. Dealers utilizing the Option A warranty labor rate plan 58 must list both hours and tenths charged on retail and warranty retail and warranty repair orders.
20. Under the option A labor rate, dealers must list the retail 55 & 58 labor rates on each copy of all customer pay and warranty R.O.'s. The retail labor rate must equal the warranty labor rate approved under option A.
21. Under the option A labor rate, dealers must post either the 56 & 58 retail labor rate sign or the optional written estimate sign.
General Motors bulletins are intended for use by professional technicians, not a "do-it-yourselfer". They are written to inform those 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 a General Motors dealer servicing your brand of General Motors vehicle for information on whether your vehicle may benefit from the information.
