For 1990-2009 cars

# EXPEDITING PARTS FOR CUSTOMER WARRANTY REPAIRS

#### SUBJECT: EXPEDITING PARTS FOR CUSTOMER WARRANTY REPAIRS

Total customer satisfaction must be a common focus for Cadillac and it's dealers. The recent problems experienced relative to service parts availability has negatively impacted your ability to satisfy customers. Cadillac urges dealers to use the GMSPO order type that will result in providing a level of service that EXCEEDS the expectations of your customer.

The purpose of this bulletin is to expand and enhance our policy to compensate dealers for additional expenses associated with expediting parts shipment, announced on February 3, 1993 (a copy of the DCS message is attached).

A recommended parts ordering process is outlined below.

STEP 1 - Parts Ordering:

o Maintain an adequate inventory of repair parts by placing parts orders in a timely manner. GMSPO will meet the delivery schedule on the attached page in most cases.

o Parts not in stock at the dealership are to be obtained from local dealers, distributors, etc. as dictated by the nature of the customer's complaint/need.

o Inoperative vehicle situations require the use of the fastest ordering type to satisfy the needs of the customer (i.e., obtaining from another dealer, VIP overnight, etc.).

STEP 2 - Parts Follow-Up:

o Review answer backs at least DAILY to ensure parts are not back ordered.

o Back ordered parts for specific owner vehicles are to be upgraded to SPAC cases if necessary.

STEP 3 - Customer Contact:

o Keeping the customer informed of the status of the part will demonstrate your concern for his/her satisfaction.

Cadillac realizes that in certain circumstances in order to complete a warranty repair and to exceed the expectation of your customer, other sources might have to be utilized to obtain GM parts (i.e., another dealer (dealer trade) or VIP overnight).

In these instances Cadillac will reimburse your added cost. The amount reimbursed by Cadillac will vary depending on circumstances. Examples below show normal types and limitations of reimbursements.

The following example utilizes a 1990 DeVille evaporator core as the required repair part. In our example the dealer purchased the part from another dealer for $240.00. Cadillac will compensate the dealer for dealer net plus 30% ($199.80 + $59.94) as part of the regular Labor Operation D3320. The additional part acquisition cost over and above dealer net ($240.00 - $199.80 = $40.20) should be submitted under Labor Operation Z5000 as a net amount.

The maximum compensation Cadillac will provide the dealer in the above example is the difference between dealer trade price and dealer net price as dictated by the GMSPO pricing system ($249.95 - $199.80 = $49.95).

For reimbursement use the following elements required for DCS warranty claim submission:

#### Dealer Trade Example

Field Name Data Entered ---------- ------------ Part Count Blank Part Number Blank Part Cost Blank Failure Code Enter 99 Labor Operation Number Enter Z5000 Labor Operation Hours Blank Other Labor Hours Blank Sublet/Net Item Enter $40.20 Line Total Enter $40.20

The elements may appear on your DCS screen in the following manner (some of your screen layouts may be different).

Other Sublet Part Part Part Failure Labor Labor Labor Net Line Cnt No. Cost Code Op Hours Hours Hours Total --------------------------------------------------------------------------- 99 Z5000 40.20 40.20

If the evaporator core in the previous example had been obtained from GMSPO through a VIP ovenight parts order, the following example shows correct warranty claim submission for the additional cost. The dealer net price for the evaporator core is $199.80. The GMSPO charges associated with the VIP overnight order would be $11.99 ($2.00 per line plus 5% of the dealer net price). Cadillac would reimburse this amount, plus any applicable freight charges, submitted under Labor Operation Z5000 as a net amount.

For reimbursement use the following elements required for DCS warranty claim submission.

#### VIP Example

Field Name Data Entered ---------- ------------ Part Count Blank Part Number Blank Part Cost Blank Failure Code Enter 99 Labor Operation Number Enter Z5000 Labor Operation Hours Blank Other Labor Hours Blank Sublet/Net Item Enter $11.99 Line Total Enter $11.99

Th elements may appear on your DCS screen in the following manner (some of your screen layouts may be different). Other Sublet Part Part Part Failure Labor Labor Labor Net Line Cnt No. Cost Code Op. Hours Hours Item Total ---------------------------------------------------------------------------- 99 Z5000 11.99 11.99

All pertinent paperwork (GMSPO invoices, dealer invoices, etc.) must be retained to substantiate the claim as detailed in the current GM Service Policies and Procedures Manual Section 1.6.

When submitting for reimbursement under this Labor Operation number, the service manager must initial the repair order to indicate his/her approval of the added expenses. An appropriate explanation must also accompany the initials.

Proper utilization of these options to acquire needed parts will provide Cadillac dealers another critical tool in achieving CUSTOMER SATISFACTION.

** MSG-ID: UC1XL2350063 MSG-SUBJ: SERVICE PARTS AVAILABILITY

DATE: FEBRUARY 3,1993

#### SUBJECT: SERVICE PARTS AVAILABILITY

#### TO: AREA AND ZONE MANAGERS

THE FOLLOWING MESSAGE WAS SENT TODAY TO ALL CADILLAC DEALERS, PARTS MANAGERS, AND SERVICE MANAGERS.

AS YOU KNOW, GENERAL MOTORS IS EXPERIENCING SEVERE PARTS AVAILABILITY PROBLEMS. THIS SITUATION IS CAUSED IN PART BY MAJOR SYSTEM CHANGES AT GMSPO THAT WILL ULTIMATELY RESULT IN IMPROVEMENT IN CUSTOMER SERVICE. DURING THIS CHALLENGING PERIOD, THE PROPER HANDLING OF CUSTOMER PARTS ORDERS IS IMPERATIVE. PLEASE TAKE THE FOLLOWING ACTIONS IMMEDIATELY:

- PARTS ORDERED FOR CUSTOMER CARS SHOULD INITIALLY BE ORDERED CIO.

- ORDER FOLLOW UP IS CRITICAL. DAILY REVIEW OF ALL "ANSWER BACKS" IS HIGHLY RECOMMENDED.

- IF "ANSWER BACK" ANALYSIS INDICATES THAT PARTS ARE AVAILABLE AT A PDC BUT THAT THE ANTICIPATED SHIPPING TIME WILL CAUSE CUSTOMER DISSATISFACTION, THE ORDER SHOULD BE UPGRADED TO VIP. IN THESE CASES THE CADILLAC DSM WILL AUTHORIZE THE CHARGE BACK OF THE VIP CHARGES TO CADILLAC.

- IF FOLLOW UP ON THE VIP ORDER INDICATES THAT THE PART WILL NOT BE RECEIVED IN A TIMELY MANNER, SPAC SHOULD BE CONTACTED IMMEDIATELY FOR ASSISTANCE.

REMEMBER, OUR GOAL IS TO SATISFY THE CUSTOMER. PLEASE UTILIZE ALL AVENUES POSSIBLE, INCLUDING COURTESY TRANSPORTATION, TO MINIMIZE CUSTOMER INCONVENIENCE.

K. W. PIERCE ASSISTANT GENERAL SALES MANAGER-SERVICE

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.