PROCEDURE TO HANDLE CUSTOMER RADIO CONCERNS

REVISION: 10/17/96

THIS BULLETIN IS BEING REVISED TO CHANGE THE SALES CENTER INFORMATION TO SERVICE CENTER INFORMATION. PLEASE DISCARD BULLETIN 68-96-01 (SECTION 9-ACCESSORIES). ----------------------------------------------------------------------

SUBJECT: INFORMATION ON PROCEDURE TO HANDLE CUSTOMER RADIO CONCERNS

MODELS: 1997 AND PRIOR PASSENGER CARS AND TRUCKS

********************************************************************** IMPORTANT: 'GM OF CANADA' DEALERS AND 'NAES' DEALERS ARE NOT AUTHORIZED TO UTILIZE THIS SERVICE BULLETIN. **********************************************************************

MANY OF THE RADIOS BEING RETURNED TO THE DELCO ELECTRONICS REMANUFACTURING CENTERS HAVE BEEN MISDIAGNOSED. THIS MISDIAGNOSIS RESULTS IN UNNECESSARY CUSTOMER COMEBACKS, DECREASED CUSTOMER SATISFACTION AND REDUCES THE AVAILABILITY OF EXCHANGE RADIOS.

TO RESOLVE THESE ISSUES, THE FOLLOWING INFORMATION WAS DEVELOPED TO GIVE GENERAL MOTORS' DEALERS A COMMON SERVICE PROCESS TO HANDLE CUSTOMER AUDIO SYSTEM CONCERNS.

WHEN A CUSTOMER EITHER CALLS OR COMES IN WITH A CONCERN ABOUT THE RADIO SYSTEM IN THEIR VEHICLE, IT IS IMPORTANT THAT AS MUCH INFORMATION AS POSSIBLE IS GATHERED. THIS PROCESS BEGINS WITH THE SERVICE CONSULTANT ASKING THE CUSTOMER SPECIFIC QUESTIONS RELATED TO THEIR VEHICLE AS OUTLINED ON THE SERVICE WRITER/CUSTOMER CHECK LIST. SEE ATTACHED PAD OF 25 SHEETS. (ADDITIONAL PADS ARE AVAILABLE THROUGH VISPAC AT 1-800-269-5100.)

ONCE THE SERVICE CONSULTANT HAS COMPLETED THE DIAGNOSTIC WORKSHEET, IT SHOULD BE ATTACHED TO THE CUSTOMER REPAIR ORDER FOR THE TECHNICIAN. THIS WORKSHEET SHOULD HELP THE TECHNICIAN DETERMINE IF THE CONCERN IS VEHICLE RELATED OR RADIO RELATED. TWO EXCELLENT SERVICE MANUALS ARE ALSO AVAILABLE FOR THIS PURPOSE AND ARE AVAILABLE FROM GENERAL MOTORS AT THE ADDRESS SHOWN BELOW. A SERVICE BULLETIN, 34-92-12, RADIO FREQUENCY INTERFERENCE DIAGNOSIS, IS ALSO AVAILABLE AS IS ASSISTANCE FROM THE DIVISIONAL TECHNICAL ASSISTANCE CENTERS.

MASCOTECH MKTG. SERVICE 1972 BROWN ROAD AUBURN HILLS, MI 48326 1-800-393-4831 DELCO ELECTRONICS SOUND SERVICE AUDIO SYSTEMS DIAGNOSTIC GUIDE P/N 19007.03-1A @$10.00 PER MANUAL STG AUDIO SYSTEMS TRAINING MANUAL P/N 19007.03-2 @$15.00 PER MANUAL

REPAIRS TO THE VEHICLE OR THE AUDIO SYSTEM CAN USUALLY BE DONE VERY QUICKLY AND THE VEHICLE RETURNED TO THE CUSTOMER THAT DAY. IF THE DIAGNOSIS INDICATES THAT THE RADIO NEEDS TO BE REPLACED, REMOVE THE RADIO FROM THE VEHICLE AND ORDER AN EXCHANGE RADIO FROM YOUR LOCAL AC DELCO RADIO EXCHANGE CENTER. THERE ARE 28 APPROVED AC DELCO EXCHANGE CENTERS NATIONALLY (LISTING ATTACHED). IF YOUR LOCAL EXCHANGE CENTER DOES NOT HAVE THE REQUIRED EXCHANGE RADIO, IT IS IMPORTANT THAT YOU CONTACT THE AC DELCO LOCATOR SERVICE. THIS SERVICE CAN BE FOUND ON THE SERVICE PARTS TRACS SYSTEM 1-800-433-6961, PROMPT 4. IT WILL BE NECESSARY TO REQUEST OVERNIGHT SHIPPING SO THAT THE OWNER'S VEHICLE IS RETAINED AT YOUR DEALERSHIP FOR ONLY ONE NIGHT.

IF THE VEHICLE IS KEPT OVERNIGHT AND IT IS A WARRANTY REPAIR, THE CUSTOMER SHOULD BE OFFERED COURTESY TRANSPORTATION OR ALTERNATE TRANSPORTATION. PLEASE DO NOT RETURN THE VEHICLE WITH THE SUSPECT RADIO INSTALLED OR WITHOUT A RADIO. MANY OF OUR VEHICLES TODAY USE A MULTIPLEX WIRING SYSTEM AND THE VEHICLE WILL NOT RUN CORRECTLY WITHOUT A RADIO.

WHEN YOU RECEIVE THE EXCHANGE RADIO, PLEASE RETURN THE REMOVED RADIO TO THE AC DELCO EXCHANGE CENTER WITHIN 24 HOURS (PLEASE ENCLOSE THE DIAGNOSTIC WORKSHEET THAT THE SERVICE CONSULTANT AND THE TECHNICIAN USED WITH THE REMOVED RADIO ALONG WITH THE 1078 FORM). THIS WILL HELP THE AC DELCO EXCHANGE CENTER.

IN THE EVENT YOU KNOW THE VEHICLE WILL NEED A RADIO BEFORE THE CUSTOMER BRINGS THE VEHICLE IN, EVERY EFFORT SHOULD BE MADE TO HAVE A PRE-EXCHANGED RADIO AVAILABLE. A RADIO IDENTIFICATION LIST IS ATTACHED TO HELP YOU SELECT THE CORRECT RADIO.

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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.

COPYRIGHT 1996. GENERAL MOTORS CORPORATION. ALL RIGHTS RESERVED.