WARRANTY ADMIN. - LABOR OPERATION CODE Z1241. Geo Tracker

REVISON: 10/20/97

THIS BULLETIN IS BEING REVISED TO UPDATE TEXT AND INVOLVED DIVISIONS. PLEASE DISCARD BULLETIN 62-05-02 (SECTION - WARRANTY ADMINISTRATION). ______________________________________________________________________

SUBJECT: WARRANTY ADMINISTRATION -- LABOR OPERATION Z1241 - PERSONAL PROPERTY DAMAGE

MODELS: ALL PAST, PRESENT, AND FUTURE PASSENGER CARS AND TRUCKS

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

THE PURPOSE OF THIS WARRANTY ADMINISTRATION BULLETIN IS TO PROVIDE RETAIL AND WHOLESALE SERVICE PERSONNEL WITH THE POLICIES/PROCEDURES AND THE WARRANTY CLAIMS SUBMISSION PROCEDURES THAT SUPPORT THE BULLETIN SUBJECT MATTER.

LABOR OPERATION Z1241 - PERSONAL PROPERTY DAMAGE

EFFECTIVE IMMEDIATELY, RETAIL SERVICE MANAGEMENT PERSONNEL NOW HAVE THE ABILITY TO REACT QUICKLY AND DECISIVELY TO CUSTOMER CONCERNS REGARDING PERSONAL PROPERTY DAMAGE THAT IS THE RESULT OF A WARRANTABLE FAILURE. CLAIMS THAT ARE THE RESULT OF A COLLISION, FIRE OR INVOLVE BODILY INJURY ARE NOT INCLUDED IN THIS PROCESS. ALL OTHER CLAIMS FOR PERSONAL PROPERTY LOSS OF UP TO $1,000.00 CAN BE SETTLED DIRECTLY WITH THE CUSTOMER USING LABOR OPERATION Z1241 - PERSONAL PROPERTY DAMAGE. PERSONAL PROPERTY CLAIMS THAT EXCEED $1,000.00 OR INVOLVE COLLISION, FIRE AND/OR BODILY INJURY SHOULD BE REFERRED TO YOUR DIVISIONAL CUSTOMER ASSISTANCE CENTER PRODUCT ALLEGATION RESOLUTION TEAM FOR CLAIM MANAGEMENT.

DEALER SERVICE MANAGEMENT MUST REVIEW ALL REQUESTS FOR REIMBURSEMENT. THE PERSPECTIVE OF THE CUSTOMER, GENERAL MOTORS CORPORATION, AND THE DEALER SHOULD BE CONSIDERED AND A FAIR SETTLEMENT PRODUCED FOR ALL PARTIES. CONSIDERATION OF AGE, MILEAGE, PRIOR DAMAGE AND MAINTENANCE OF THE VEHICLE ARE SOME OF THE TYPICAL FACTORS USED IN THESE DECISIONS. AN EXAMPLE OF AN APPROPRIATE REQUEST WOULD BE A PIECE OF LEATHER LUGGAGE WITH WATER DAMAGE CAUSED BY A WEATHER-STRIP LEAK IN THE TRUNK. ANOTHER EXAMPLE WOULD INCLUDE A PAIR OF SLACKS TORN BY A A MIS-POSITIONED SEAT FRAME WIRE PROTRUDING THROUGH THE SEAT UPHOLSTERY.

CASE EXAMPLE 1 - WATER DAMAGED LEATHER LUGGAGE

THE CUSTOMER EXPERIENCED WATER DAMAGE TO A GENUINE LEATHER SUITCASE AS A RESULT OF A DEFECT IN MATERIAL AND WORKMANSHIP, NO SEALER UNDER THE TRUNK WEATHER-STRIP, WHICH PRODUCED A SEVERE WATER LEAK. THE CUSTOMER PROVIDED THE DEALERSHIP WITH A RECEIPT FOR THE PIECE OF LUGGAGE WHICH WAS PURCHASED A YEAR PRIOR. EXCEPT FOR THE WATER DAMAGE, THE LUGGAGE SHOWED NO OTHER SIGNS OF WEAR. THE CUSTOMER REQUESTED AND DEALERSHIP MANAGEMENT AGREED THAT A FULL VALUE REIMBURSEMENT WAS APPROPRIATE SINCE THE LUGGAGE SHOWED NO OTHER WEAR OR DAMAGE BEYOND THE WATER DAMAGE.

THE CUSTOMER SIGNED THE ACKNOWLEDGMENT DOCUMENT, SURRENDERED THE DAMAGED LUGGAGE PIECE, AND THE ORIGINAL RECEIPT TO THE DEALERSHIP. THE DEALERSHIP ASSEMBLED THE APPROPRIATE DOCUMENTS IN THE FILE, SUBMITTED THE CLAIM AND TAGGED THE LUGGAGE FOR LATER SCRAPPING. THE TRUNK WEATHER-STRIP REPAIR WAS PERFORMED AND A CLAIM SUBMITTED SEPARATE TO THE REIMBURSEMENT TRANSACTION. THE LUGGAGE WAS DESTROYED BY DEALERSHIP MANAGEMENT AFTER THE PART RETENTION PERIOD EXPIRED.

CASE EXAMPLE 2 - TORN SLACKS BY SEAT FRAME

THE CUSTOMER EXPERIENCED A TEAR ON TWO PAIR OF SLACKS AS A RESULT OF A DEFECT IN MATERIAL AND/OR WORKMANSHIP; SEAT FRAME WIRE. THE CUSTOMER DID NOT HAVE SALES RECEIPTS FOR THESE ITEMS BUT WAS ABLE TO PRODUCE A DOCUMENT SHOWING THEIR CURRENT LIST PRICE, REPLACEMENT VALUE AT $55.00 EACH. IT WAS AGREED THAT REPAIRING THE CLOTHING WAS NOT A REASONABLE OPTION. IT WAS FURTHER AGREED THAT SETTLEMENT OF $70.00 COVERING BOTH PAIR OF SLACKS WAS APPROPRIATE GIVEN THEIR OVERALL CONDITION, AGE AND LACK OF DOCUMENTED PURCHASE PRICE. AFTER SIGNING THE ACKNOWLEDGMENT DOCUMENT, AND SURRENDERING THE SLACKS AND ESTIMATE, THE DEALERSHIP PROCESSED THE CLAIM AND REIMBURSED THE CUSTOMER THE AGREED AMOUNT.

THE PERSONAL PROPERTY CLAIM SHOULD BE HANDLED AS FOLLOWS: - OBTAIN REASONABLE DOCUMENTATION FROM THE CUSTOMER REGARDING THE ITEMS OF LOSS AND THE CURRENT VALUE. THIS MAY CONSIST OF RECEIPT OR ESTIMATE OF CURRENT VALUE FROM A REPUTABLE SOURCE CONCERNING THE ITEM OF LOSS. - COMPLETE THE ACKNOWLEDGMENT DOCUMENT INCLUDED WITH THIS BULLETIN. THE ACKNOWLEDGMENT DOCUMENT MAY BE REPRODUCED LOCALLY OR IF YOU WISH YOU MAY CREATE YOUR OWN. THE ACKNOWLEDGMENT DOCUMENT SHOULD READ, 'THIS DOCUMENT ACKNOWLEDGES RECEIPT OF $________ (AMOUNT) FROM __________ DIVISION WHICH WAS PROVIDED TO _______________(NAME) AS SETTLEMENT FOR THE LOSS/DAMAGE OF ______________ (ITEM) INCURRED ON _______ (DATE). THIS INCIDENT DID NOT INVOLVE A COLLISION, FIRE OR BODILY INJURY TO MYSELF OR OTHERS.' INCLUDE THE DOLLAR AMOUNT TO BE REIMBURSED, A BRIEF DESCRIPTION OF THE ITEM INVOLVED AND THE DATE OF THE INCIDENT. - ANY AVAILABLE RECEIPTS AND ACKNOWLEDGEMENT DOCUMENT SHOULD BE RETAINED AS COVERED IN ARTICLE 1.6 OF THE GM SERVICE POLICIES AND PROCEDURES MANUAL. - DEALER SERVICE MANAGER MUST OBTAIN THE DAMAGED GOODS AND RETAIN THEM ACCORDING TO THE PARTS RETENTION PERIOD. COLLECTED GOODS SHOULD BE SCRAPPED AT THE END OF THE RETENTION PERIOD IN ACCORDANCE WITH GM SERVICE POLICIES AND PROCEDURES.

CLAIM SUBMISSION PROCEDURES

LABOR OPERATION Z1241 PARTS $0.00 REGULAR HOURS 0.2 HRS. OTHER HOURS 0.0 HRS. NET ITEM UP TO $1,000.00 CLAIM TYPE WHOLESALE AUTHORIZATION NONE. WITHIN CLAIM SUBMISSION PARAMETERS RETAIL AUTHORIZATION "P" FOR EXCESSIVE NET ITEM AMOUNT WOULD BE NEEDED IF THE AMOUNT BEING REIMBURSED WAS GREATER THAN $1,000.00. CONTACT YOUR DIVISIONAL CUSTOMER ASSISTANCE CENTER PRODUCT ALLEGATION RESOLUTION TEAM TO RECEIVE THEIR WRITTEN APPROVAL (740) PRIOR TO CLAIM SUBMISSION. FAILURE TO FOLLOW THIS AUTHORIZATION PROCESS WILL LIKELY RESULT IN A CHARGEBACK OF THE ENTIRE CLAIM AMOUNT.

FIGURES: 0 ATTACHMENTS: 1

Object Number: 108227 Size: FS

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.