For 1990-2009 cars

# 'CUSTOMER COMPLAINT NOT DUPLICATED' LABOR OPER. NUMBER

#### SUBJECT: "CUSTOMER COMPLAINT NOT DUPLICATED" LABOR OPERATION NUMBERS

Cadillac continues to look at ways to reduce the cause of dealership comebacks and customer dissatisfaction. One of these concerns has been how to address customer complaints that cannot be duplicated at your dealership. Complaints of this nature often result in repair attempts and parts replacement, even though no actual problem has been found, reinforcing the customer's belief that a problem did indeed exist.

Cadillac believes that indicating an attempted repair on the repair order can be a deterrent to customer satisfaction in those cases where the customer complaint could not be duplicated. Therefore, we are pleased to announce that effective immediately Cadillac is providing "Customer Complaint Not Duplicated" Labor Operations.

Attached is a list of Labor Operation numbers to be used when the customer's complaint could not be duplicated.

These Labor Operations may be utilized with any model/year Cadillac still covered under the new vehicle warranty.

Should you have additional questions or concerns regarding the above information, please contact your Cadillac District Manager.

"CUSTOMER COMPLAINT NOT DUPLICATED" LABOR OPERATION NUMBERS

WARRANTY INFORMATION VEHICLE SERIES -------------------- Operation -------------- Operation Description Number C D E K V --------------------- --------- ---------------------------- Body B9995 ST ST ST ST ST

Trim C9995 ST ST ST ST ST

Heater-Air Conditioning D9995 ST ST ST ST ST Steering/Suspension E9995 ST ST ST ST ST

Axle F9995 ST ST ST ST ST

Brakes H9995 ST ST ST ST ST

All Engine (Inc: engine J9995 ST ST ST ST ST cooling, engine electrical, engine fuel, and engine emissions)

All transmissions (manual K9995 ST ST ST ST ST and automatic) Fuel and Exhaust L9995 ST ST ST ST ST

Electrical N9995 ST ST ST ST ST

Accessories R9995 ST ST ST ST ST

o Actual time from .1 to .5 hour spent to perform the diagnosis should be submitted in the "Regular Labor Hours" column. Any additional diagnosis time greater than .5 hour must be submitted as "Other Labor Hours". Appropriate authorization is required for any diagnosis time submitted in the "Other Labor Hours" column.

o "Customer Complaint Not Duplicated" Labor Operation numbers should only be used in conjunction with a customer's complaint.

o Labor Operation number usage must be reviewed and approved by the Service Manager at your dealership and so noted on the repair order prior to submission of the claim.

o "Customer Complaint Not Duplicated" Labor Operation numbers should not be used in conjunction with another Labor Operation relating to the same customer complaint.

o Technicians should only use "Customer Complaint Not Duplicated" Labor Operation numbers if they are properly trained in the specific area being diagnosed. For example; a technician working on a customer complaint regarding transmissions is allowed to use K9995 only if the technician is specifically trained on the component or meets service training standards for transmissions.

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.