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Service Bulletin

File in Section: 07 - Transmission/Transaxle

Bulletin No.: 02-07-30-029W

Date: June, 2014

INFORMATION

Subject: Product Quality Center (PQC) Assembly Replacement Process – For Dealers Requiredto Contact PQC Prior to Replacing an Assembly

Models: 2015 and Prior GM Passenger Cars and Light Duty TrucksEquipped with CNG, LPG or Gasoline Engine, Duramax® Diesel Engine, Automatic orManual Transmission and/or Transfer Case, Including Front Wheel Drive and RearWheel Drive Vehicles

This bulletin has been revised to change Repair Order to Job Card, change the name of thePQC Cost Comparison Worksheet to Cost Comparison Worksheet for Assembly Repair vsReplacement and update the graphic showing the form and its location on GlobalConnect.

Please discard Corporate Bulletin Number 02-07-30-029V.

Service Agent Notification - ServiceDepartment Personnel Responsibility

Notice: Most Service Agents are not required tocontact the PQC when REPAIRS are being made tothe engine, transmission or transfer case assembly.

Notice: All Service Agents are still required tocontact the PQC for any current restrictions orexchanges. For more information, see the sectionin this bulletin titled: Part Restriction and ExchangeProgram.

Notice: Service Agents that are required to contactthe PQC for engine, transmission and/or transfercase assembly replacement authorization, will benotified by a GlobalConnect message and by theirRegional Representative.

Notice: This bulletin only applies to ServiceAgents who are required to contact the PQC.Service Agents who are not required to contact thePQC, should refer to the latest version of CorporateBulletin #12-07-30-001 for information on theirRepair vs Replacement process.

Table of Contents

– Determining Whether to Call PQC– Part Restriction and Exchange Program– Customer Satisfaction– Service Agents Working With PCC (U.S. Only)

– PQC Process– Before Calling PQC– Cost Comparison Worksheet for Assembly Repairvs Replacement

– Calling PQC– Global Warranty Management Transaction

Submission— Record Retention— AssemblyReturn– Submitting Engine, Transmission or Transfer CaseTransactions into Global WarrantyManagement (GWM)

– Record Retention– Returning an Assembly to the Warranty PartsCenter

Determining Whether to Call PQC

Service Agents can refer to Global WarrantyManagement (GWM) and select the: “Items NotAllowed” tab under: “Service Agent Profile” thenscroll right to view the date in order to determine if theService Agent is required to contact the PQC prior tounit replacement involving the following LaborOperations:• 4067470 - Partial Engine Replacement• 4067490 - Engine Replacement• 4067510 - Engine Assembly Replacement• 8464670 - Transmission Replacement• 8441780 - Transmission Replacement• 8421160 - Transfer Case Assembly Replacement

⇒ If Service Agents have any questions concerningwhy they are required to call the PQC for assemblyreplacement authorization they should contact their

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District Manager Aftersales (DMA), in Canada theDistrict Manager-Customer Care and ServiceProcess (DM-CCSP).

⇒ If Service Agents ARE required to contact the PQC,they MUST do so PRIOR to any assemblyreplacement and BEFORE submitting the abovelabor operations in GWM.

For more information on the PQC Process, see thePQC Process section in this Bulletin. For moreinformation on submitting Transactions, see theTransaction Submission and Assembly Returns sectionin this Bulletin.

Part Restriction and Exchange ProgramAll Service Agents are still required to contact the PQCfor the following components:• Current parts restriction on the Allison

transmission.• Current parts restriction on the Duramax® diesel

engine— RPO LGH or LML.• Any component listed in a current parts restriction.• A current assembly exchange program.

The Service Department Personnel should review theapplicable documents related to the Part Restriction orExchange Program and be prepared to providediagnostic information.

Customer SatisfactionThere may be situations where an assembly can berepaired, but due to customer satisfaction reasons anassembly replacement should be considered. In thesecases the service department personnel should reviewthe concern with the District Manager Aftersales(DMA), in Canada the District Manager - CustomerCare and Service Process (DM-CCSP).For Service Agents required to contact the PQC, theservice department personnel MUST be prepared toprovide diagnostic information as well as a completedrepair/replacement estimate portion of the CostComparison Worksheet for Assembly Repair vsReplacement. Service Agents required to contact thePQC, MUSTadvise the PQC when the DMA, in Canadathe DM-CCSP authorizes the replacement of anengine, transmission or transfer case assembly forCustomer Enthusiasm purposes versus repair.

Service Agents Working With PCC (UnitedStates Only)All Service Agents that are working with the PCC toreimburse Independent Service Centers (ISC) mustcontinue to follow the existing PCC processes.

PQC Process

Before Calling PQCIf diagnosis performed by the service departmentpersonnel indicates a need for an engine, transmissionor transfer case assembly replacement, Service Agentsrequired to call PQC must perform the following actionsPRIOR to replacement and BEFOREcontacting PQC:• Complete the Calibration Verification Number

process as outlined in the latest version of:– Corporate Bulletin #14-06-04-003: IdentifyingNon-GM ECM Calibration Use and Power-upHardware Detection in Duramax Diesel EnginesUsing GDS 2

– Corporate Bulletin #08-06-04-006 for Duramax®Diesel Engines

– Corporate Bulletin #09-06-04-026 for GasolineEngines / Transmissions

• For automatic transmissions only, perform atransmission cooler flush and record the code.

• The Condition and Cause including any diagnostictrouble codes (DTCs), symptoms, Scan ToolSnapshots and any other useful informationobserved and recorded by the technician. Thetechnician must have detailed informationrequired for proper root cause analysis andproduct concerns correction. This information isvery valuable in ensuring that the replacementassemblies and current production parts help tocontinually improve our products.

• Record the serial number of the failed assembly.• Complete a Cost Comparison Worksheet for

Assembly Repair vs Replacement. For help inlocating this form, see the following section titled:Cost Comparison Worksheet for Assembly Repairvs Replacement On GlobalConnect (U.S.)

• Complete the Repair Estimate: ReplacementComponent Assembly Estimate: section for theassembly category included in the CostComparison Worksheet for Assembly Repair vsReplacement. Accurate repair versus replacementcost estimates (include the markups) areESSENTIAL in order to eliminate a second call tothe PQC.

• Have the Job Card number, VIN and the ServiceAgent BAC code ready when calling the PQCalong with a detailed Customer Concern.

We are requesting that ALL service technicians usethis opportunity to help GM better understand how andwhy a given component failed. For GM this is anopportunity to have direct and thorough feedback fromthe technician to provide to Engineering and thusimprove the reliability and durability of both OEM andGenuine GM Parts assemblies.

Bulletin No.: 02-07-30-029W June, 2014 Page 3

Cost Comparison Worksheet for Assembly Repair vs Replacement On GlobalConnect (U.S.)

3922938

Notice:• To access the Cost Comparison Worksheet for

Assembly Repair vs Replacement, Go to >GlobalConnect > Service Forms >Transmission/Transaxle > Bulletin 12-07-30-001> Cost Comparison Worksheet for AssemblyRepair vs Replacement.

• To access the Cost Comparison Worksheet forAssembly Repair vs Replacement, Go to >GlobalConnect > Service Forms > Engine/Propulsion System > Bulletin 12-07-30-001 >Cost Comparison Worksheet for AssemblyRepair vs Replacement.

• In Canada, Go to > GlobalConnect > Library >Service > Warranty Administration > WarrantyAdministration Home Page > Column LabeledWarranty Administration > Forms > CostComparison Worksheet for Assembly Repair vsReplacement. The Cost Comparison

Worksheet for Assembly Repair vs Replacementincludes the following assembly categories: •Gas Engine Form •Diesel Engine Form •Automatic Transmission Form •Manual Transmission Form •Transfer Case PTU Form Each assemblycategory form has an integrated Repair Estimate:Replacement Component Assembly Estimate:worksheet that MUST be completed. –

To access this form in the United States, go toGlobalConnect > Service Workbench > ServiceForms > Transmission/Transaxle > select anddownload either of the two available forms. –To access this form in Canada, go to GlobalConnect> Library > Service > Warranty Administration >Warranty Administration Home Page > ColumnLabeled Warranty Administration > Forms > selectand download either of the two available forms.

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Calling PQC Call the PQC at 1-866-654-7654 PRIORto replacing the assembly. •

If the assembly replacement IS NOTauthorized then proceed with repair of theassembly. If agreement on repairs cannot bereached, contact the DMA, in Canada theDM-CCSP for a final review of the case. •If the engine, transmission or transfer caseassembly replacement IS authorized thenproceed with the replacement. Be sure toinclude the PQC case number and to recordthe serial numbers of BOTH the failedcomponent being removed and thereplacement component being installed.Further calls to the PQC are not necessary andthe Transaction can be submitted when ready.Once a determination to repair or replace hasbeen made, further calls to the PQC are notnecessary. The Transaction can be submittedwhen ready. Service Agents should not contactPQC to create a Pre-Authorization, as this is nolonger part of the PQC Process. For details onhow to submit Transactions, see the sectiontitled "Transaction Submission and AssemblyReturns" below.

Global Warranty ManagementTransaction Submission— RecordRetention— Assembly ReturnSubmitting Engine, Transmission or Transfer CaseTransactions into Global Warranty Management(GWM) Service Agents MUST complete all of thefollowing Steps 1-6, in order to submit engine,transmission and/or transfer case WarrantyTransactions into GWM: 1.

Scan the completed Job Card and attach it tothe Warranty Transaction in GWM.

Notice: The Warranty Support Center requires thatthis action is performed on EVERY WarrantyTransaction 2.

Scan the completed Repair Estimate:Replacement Component Assembly Estimate:worksheet of the Cost Comparison Worksheetfor Assembly Repair vs Replacement andattach it to the Warranty Transaction in GWM. 3.When applicable insert the transmission flush codein the labor operation dependency field. 4.

Enter the serial number of the new assembly intothe: “Serial Number” field which will appear inthe: “Parts Section” of the Transaction. 5.Enter the serial number of the failed assembly intothe: “Comment” field. 6.Route for GM authorization (H route) all engine,transmission or transfer case replacementWarranty Transactions.

Record Retention All Service Agents are required toretain the completed Cost Comparison Worksheetfor Assembly Repair vs Replacement. Attach theworksheet to the Job Card. On the Job Card,document the serial number of BOTH the failedassembly being removed and the replacementassembly being installed and transmission flushcode as applicable. If applicable, attach thecompleted Calibration Verification Number (CVN) asapplicable to the Job Card and place it in theService Agent vehicle service history file.

Returning an Assembly to the Warranty PartsCenter Service Agents may be requested to returnthe assembly to the Warranty Parts Center forinspection. Failure to perform the followingprocedures may result in a debit for the repair.When returning an assembly the following MUSTBE ATTACHED to the return shipping container asindicated by the instructions supplied with the newassembly: 1.

A legible copy of the Job Card containing theserial number of BOTH the failed assemblybeing returned and the replacement assemblybeing installed. 2.Document the transmission flush code (asapplicable). 3.A completed Calibration Verification Number(as applicable). 4.A completed Cost Comparison Worksheet forAssembly Repair vs Replacement. •All fluids MUST be drained and properpackaging procedures observed. •If an engine assembly is being returned, the oilfilter MUST be drained of oil, properlypackaged and secured in a plastic bag andattached to the engine assembly. Duramax®is a Registered Trademark of General MotorsLLC (United States) Duramax™ is aTrademark of General Motors LLC

GM bulletins are intended for use by professional technicians, NOT a "do-it-yourselfer". They are written to inform thesetechnicians of conditions that may occur on some vehicles, or to provide information that could assist in the properservice of a vehicle. Properly trained technicians have the equipment, tools, safety instructions, and know-how to do ajob properly and safely. If a condition is described, DO NOT assume that the bulletin applies to your vehicle, or that yourvehicle will have that condition. See your GM dealer for information on whether your vehicle may benefit from theinformation.

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