WARRANTY ADMINISTRATION CHEV./GEO ROADSIDE ASSISTANCE. Chevrolet Chevy Suburban

THIS BULLETIN IS BEING REVISED TO INFORM "GM OF CANADA" AND "NAES" DEALERS THAT THEY ARE NOT AUTHORIZED TO UTILIZE THIS SERVICE BULLETIN

*********************************************************************

"GM OF CANADA" AND "NAES" DEALERS ARE NOT AUTHORIZED TO UTILIZE THIS SERVICE BULLETIN.

*********************************************************************

SUBJECT: WARRANTY ADMINISTRATION - CHEVROLET/GEO ROADSIDE ASSISTANCE

MODEL: ALL MODEL YEARS ALL PASSENGER CARS AND TRUCKS

ATTENTION:

DEALER SERVICE MANAGERS WARRANTY ADMINISTRATORS

THE CHEVROLET/GEO ROADSIDE ASSISTANCE CENTER IS COMMITTED TO GENUINE CARE FOR THE CUSTOMER. ROADSIDE PROVIDES SECURITY AND CONVENIENCE FOR THE CUSTOMER IN THE EVENT OF AN ON-ROAD FAILURE OR EMERGENCY SITUATION THROUGH A TOLL-FREE 800 NUMBER, 24 HOURS A DAY, 365 DAYS A YEAR. ROADSIDE MEMBERSHIP IS FREE, SOME SERVICES MAY INCUR COSTS.

ROADSIDE OFFERS TWO LEVELS OF SERVICE TO THE CUSTOMER, BASIC CARE AND COURTESY CARE.

ROADSIDE BASIC CARE PROVIDES:

-TOLL-FREE NUMBER, 1-800-CHEV-USA -FREE TOWING FOR WARRANTY REPAIRS (TO THE NEAREST CHEVROLET DEALER) -BASIC OVER-THE-PHONE TECHNICAL ADVICE -AVAILABLE DEALER SERVICES AT REASONABLE COSTS (I.E., WRECKER, LOCKSMITH/KEY, GLASS REPAIR)

IMPORTANT: ROADSIDE BASIC CARE APPLIES TO ALL CHEVROLET/GEO VEHICLES REGARDLESS OF AGE/MILES.

ROADSIDE COURTESY CARE PROVIDES:

-ROADSIDE BASIC CARE SERVICES (AS OUTLINED ABOVE)

PLUS:

-FREE NON-WARRANTY TOWING Z8011 (TO THE NEAREST DEALER FROM A LEGAL ROADWAY) -FREE LOCKSMITH/KEY SERVICE Z8012 (WHEN KEYS ARE LOST ON THE ROAD OR LOCKED INSIDE) -FREE FUEL DELIVERY Z8013 ($5 OF FUEL DELIVERED ON THE ROAD) -FREE JUMP START Z8014 (AT HOME OR ON THE ROAD) -FREE FLAT TIRE SERVICE Z8015 (SPARE INSTALLED ON THE ROAD)

COURTESY CARE CLAIMS REQUIRE COMPLAINT CODE "MJ" AND FAILURE CODE "98"

IMPORTANT: COURTESY CARE IS AVAILABLE TO RETAIL AND RETAIL LEASE CUSTOMERS OPERATING 1994 AND NEWER CHEVROLET/GEO VEHICLES FOR A PERIOD OF 36 MONTHS/36,000 MILES.

COURTESY CARE NOTES: -ALL COURTESY CARE SERVICES MUST BE PRE-ARRANGED BY CHEVROLET ROADSIDE OR DEALERSHIP SERVICE MANAGEMENT.

-COURTESY CARE LABOR OPERATION NUMBERS ARE EXCLUDED FROM AD/CSM CALCULATION WHEN SUBMITTED DURING THE 36 MONTH/36,000 MILE WARRANTY PERIOD.

-WHOLESALE AUTHORIZATION IS REQUIRED FOR CLAIMS EXCEEDING $150. (ALL DEALERS)

-COURTESY CARE LABOR OPERATION NUMBERS SHOULD BE USED FOR CUSTOMER REIMBURSEMENTS AS WELL AS NORMAL CLAIM SUBMISSIONS.

-ALL DEALERS MAY SUBMIT CUSTOMER REQUESTS FOR REIMBURSEMENT FOR COURTESY CARE BY USING A CLAIM TYPE "S" WITH A "90X", WHICH IS ELIGIBLE FOR 0.2 HOURS ADMINISTRATIVE ALLOWANCE, AS OUTLINED IN THE CLAIMS PROCESSING MANUAL. USE THE DATE AND MILEAGE WHEN THE SERVICE WAS PERFORMED AS THE R.O. DATE AND MILEAGE.

-ANY UNREASONABLE CUSTOMER REQUEST FOR REIMBURSEMENT THAT IS NOT PRE-ARRANGED BY DEALERSHIP OR WHOLESALE MANAGEMENT IS SUBJECT TO DENIAL.

COURTESY CARE SERVICE PROVIDER NOTES:

-DEALERSHIP PERSONNEL OR DEALER RECOMMENDED SERVICE PROVIDERS MAY PERFORM COURTESY CARE SERVICES WITHOUT ROADSIDE INVOLVEMENT.

-ROADSIDE WILL ALWAYS ATTEMPT TO CONTACT A DEALERSHIP SERVICE DEPARTMENT TO PERFORM COURTESY CARE SERVICES BEFORE CONTACTING THE DEALER PREFERRED SERVICE PROVIDER.

IMPORTANT: IF ROADSIDE HAS DISPATCHED A DEALER RECOMMENDED SERVICE PROVIDER WITHOUT DEALERSHIP INVOLVEMENT, THE SERVICE PROVIDER WILL BE GIVEN A ROADSIDE CASE NUMBER, WHICH WILL ACT AS A PURCHASE ORDER (P.O.). THE DEALER WILL THEN BE ELIGIBLE FOR 0.2 OLH ADMINISTRATIVE ALLOWANCE TO FACILITATE THE SERVICE PROVIDER PAYMENT PROCESS. ALL SERVICE PROVIDERS ARE INFORMED BY ROADSIDE THAT THEIR RECEIPT FOR COURTESY CARE SERVICES MUST CONTAIN THE FOLLOWING INFORMATION:

- ROADSIDE CASE NUMBER (P.O.) - OWNER NAME AND ADDRESS - THE DATE SERVICE WAS PROVIDED - OWNER PHONE NUMBER - VIN - LICENSE PLATE NUMBER - ACTUAL MILEAGE - OWNER SIGNATURE

PAYMENT FOR RECEIPTS LACKING THE ABOVE INFORMATION IS SUBJECT TO DENIAL.

-IT IS THE DEALER'S RESPONSIBILITY TO PROVIDE COURTESY CARE SERVICES OR NEGOTIATE WITH LOCAL SERVICE PROVIDERS TO ESTABLISH AN AGREEMENT WITH COMPETITIVE RATES AND QUALITY SERVICE STANDARDS, WHICH ALLOWS THE PROVIDER TO BILL THE DEALERSHIP DIRECT FOR COVERED ITEMS WITHIN THE COURTESY CARE PROGRAM.

-THE DEALERSHIP SHOULD CONTACT ROADSIDE TO ADD OR DELETE RECOMMENDED SERVICE PROVIDERS WHEN NECESSARY.

-CUSTOMERS ELIGIBLE FOR COURTESY CARE SHOULD NOT BE BILLED FOR COVERED SERVICES.

-THE ROADSIDE CASE NUMBER (P.O.) AND THE SERVICE PROVIDER'S RECEIPT WILL ACT AS THE REQUIRED DOCUMENTATION FOR PROCESSING COURTESY CARE CLAIMS; THEREFORE, THE ROADSIDE FAX WILL BE DISCONTINUED.

IMPORTANT: INFORMATION CONCERNING CHEVROLET ROADSIDE ASSISTANCE PROGRAM GUIDELINES, LOCATED BEHIND THE CHEVROLET TAB OF THE G. M. SERVICE POLICIES AND PROCEDURES MANUAL DATED 10/94, IS INCOMPLETE. UNDER THE HEADING "COURTESY CARE DEALER GUIDELINES," REFERENCES MADE TO APPLICABLE MODEL YEARS READS 1995 AND SHOULD ALSO INCLUDE 1994. PLEASE MAKE THIS UPDATE IN YOUR G. M. SERVICE POLICIES AND PROCEDURES MANUAL UNTIL REVISED PAGES CAN BE PRODUCED.

FIGURES: 0

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.