For 1990-2009 cars

# INFO. ON TECHNICAL ASSISTANCE CALL PREPARATION

#### SUBJECT: INFORMATION ON TECHNICAL ASSISTANCE CALL PREPARATION

#### MODELS: 1998 AND PRIOR PASSENGER CARS AND LIGHT DUTY TRUCKS

TECHNICAL ASSISTANCE WILL SOON BEGIN ASKING EACH CALLER A SERIES OF QUESTIONS THAT WILL HELP IDENTIFY THE URGENCY OF THE CALL. THESE QUESTIONS WILL BE USED TO DETERMINE THE AMOUNT AND TYPE OF SERVICE THAT HAS BEEN PERFORMED PRIOR TO THE CALL. THIS INFORMATION WILL ALERT THE TECHNICAL ASSISTANCE CENTER (TAC) REPRESENTATIVE IF THE VEHICLE IS NEARING THE REPURCHASE LIMITATIONS. TAC SHOULD BE CONTACTED WHENEVER A VEHICLE CANNOT BE REPAIRED. DELAYING THE CALL CAN LIMIT THE AMOUNT OF ASSISTANCE TAC CAN PROVIDE BEFORE THE VEHICLE IS REPURCHASED.

WHILE MUCH OF THIS INFORMATION MAY HAVE BEEN REQUESTED IN THE PAST, IT HAS NOW BEEN INCORPORATED INTO OUR CASE RECORDS TO COMMONIZE THE PROCESS ACROSS ALL DIVISIONAL TAC CENTERS. IN ADDITION TO A DETAILED DESCRIPTION OF THE CONDITION AND DIAGNOSIS PERFORMED, CALLER WILL BE ASKED THE FOLLOWING QUESTIONS:

1. CUSTOMER NAME. 2. NUMBER OF TIMES IN FOR THE SAME CONDITION? 3. HOW MANY DAYS HAS THE VEHICLE BEEN IN THE DEALERSHIP FOR THIS CONDITION? 4. IS THE VEHICLE CURRENTLY IN THE DEALERSHIP? 5. HAS THE VEHICLE BEEN MODIFIED? IF SO, WHAT HAS BEEN ADDED OR CHANGED? 6. CAN THE CONDITION BE DUPLICATED? IF SO, WHAT IS THE FREQUENCY AND UNDER WHAT CONDITIONS? 7. WHAT SECTIONS, CHARTS OR PAGES OF THE SERVICE MANUAL HAVE BEEN USED? 8. HAS A BULLETIN OR PI SEARCH BEEN COMPLETED? IF SO, WHAT, IF ANY APPLIED.

PROVIDING ANSWERS TO THESE QUESTIONS AT THE BEGINNING OF EACH CALL WILL INCREASE TAC'S ABILITY TO HELP REPAIR THE VEHICLE AND REDUCE THE NUMBER OF VEHICLE REPURCHASES. OFTEN BOTH THE CALLER AND THE TAC REPRESENTATIVE ARE UNAWARE THAT A VEHICLE IS APPROACHING REPURCHASE LIMITS AND DO NOT TAKE TIMELY ACTION TO AVOID THE VEHICLE BEING REPURCHASED. IF THE CALLER IS UNABLE TO PROVIDE ANSWERS TO THESE QUESTIONS, HE/SHE MAY BE REQUIRED TO OBTAIN THE MISSING INFORMATION BEFORE TECHNICAL ASSISTANCE IS PROVIDED.

BEGINNING IN EARLY 1998, ALL TAC CENTERS WILL BEGIN UTILIZING A NEW DATA BASE TO RECORD CALLS. WHILE THIS WILL BE TRANSPARENT TO THE CALLERS, IT WILL FURTHER COMMONIZE THE CALL PROCESS FOR ALL TAC CENTERS. CURRENTLY SOME DIVISIONAL CENTERS REQUIRE UPDATES ON ALL OPEN CASES. WITH THE NEW DATA BASE, ALL DIVISIONS WILL BEGIN REQUESTING UPDATES FOR OPEN CASES FROM THEIR DIVISION. THIS WILL ENSURE THAT OUR CASES ARE UPDATED AND CLOSED WITH TIMELY AND ACCURATE INFORMATION. ONE OF THE GOALS OF THE NEW DATA BASE IS TO INCREASE THE QUALITY OF INFORMATION AVAILABLE TO TAC REPRESENTATIVES AND ACCURATE CASE CLOSING INFORMATION IS THE FOUNDATION OF THE DATA BASE. IF YOU DO NOT HAVE A PROCEDURE TO ENSURE THAT CALLERS CAN PROVIDE CASE UPDATES ON ALL CASES FROM YOUR DEALERSHIP, NOW IS THE TIME TO BEGIN IMPLEMENTING A PROCESS, SINCE ALL DIVISIONS WILL SOON IMPLEMENT THIS CHANGE. OF COURSE, TIMELY CASE CLOSING INFORMATION CAN STILL BE COMMUNICATED TO EACH DIVISION BY USING THE CASE CLOSING SELECTION ON THEIR PHONE PROMPTS OR FAXED TO THE DIVISIONAL TAC CENTER. (SEE BULLETIN 51-01-07.)

PLEASE SHARE THIS INFORMATION WITH ALL INDIVIDUALS FROM YOUR DEALERSHIP WHO UTILIZE TECHNICAL ASSISTANCE.

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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 1997 GENERAL MOTORS CORPORATION. ALL RIGHTS RESERVED.