Guide to Help Reduce Repeat Visits for the Same Customer Concern (U.S. Only)

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Copyright 2022 General Motors LLC. All Rights Reserved. Service Bulletin Bulletin No.: 01-00-89-010Q Date: September, 2022 INFORMATION Subject: Guide to Help Reduce Repeat Visits for the Same Customer Concern (U.S. Only) Models: 2023 and Prior GM Passenger Cars and Trucks Attention: Only GM Authorized callers such as GM Dealership Service Department Personnel and GM Approved Service Facilities are allowed to contact the GM Technical Assistance Center (TAC). DO NOT direct any GM vehicle owners, aftermarket or independent service facilities to contact TAC. This bulletin has been revised to add the 2023 Model Year and an Important statement under Bulletin Purpose. Please discard Corporate Bulletin Number 01-00-89-010P. Bulletin Purpose Important: Service agents must comply with all International, Federal, State, Provincial, and/or Local laws applicable to the activities it performs under this bulletin, including but not limited to handling, deploying, preparing, classifying, packaging, marking, labeling, and shipping dangerous goods. In the event of a conflict between the procedures set forth in this bulletin and the laws that apply to your dealership, you must follow those applicable laws. This bulletin is designed to aid technicians in duplicating an intermittent issue that a customer reported. Location of useful Forms The Repeat Visit-Quality Control Log and Customer Concern Verification Sheets (CCVS) are available on Global Connect under Service Forms. First time in for a particular issue Has anyone asked the customer if they use anything that was not originally attached to the vehicle (aftermarket devices or cords)? See the latest version of PIC5650 if needed. If you are onto something and need more diagnostic time, see your manager. It may be useful to search for bulletins and PIs or review the diagnostic aids and strategy based diagnostics. For codes in history only or intermittent issues, refer to Intermittent in the Symptoms List section of SI for the complaint that the customer is experiencing. (ex. Brakes, Disc Brakes, Diagnostic Information and Procedures, Symptoms – Brake Pad Life Monitor, Intermittent). For any codes that cannot be duplicated, consider looking at freeze frame and/or inhibit data in GDS2. Be sure to look at all codes vehicle wide. Mode 6 data may be useful: https://gsi.ext.gm.com/gmspo/ mode6/index.html If you cannot duplicate the complaint, do you have all the information that you need to duplicate the complaint (when, where and how the vehicle was it driven)? 1. If not, contact the customer and fill out the CCVS for the system with the issue. 2. Sometimes a photo or a video from the customer experiencing the issue can be useful. Verify that the system that you are working on has the latest calibration. Please communicate to the customer that we are unable to duplicate complaint. Consider having someone drive the vehicle with the customer to duplicate the concern when the vehicle is picked up. Does a like vehicle exhibit the same characteristics? Page 2 September, 2022 Bulletin No.: 01-00-89-010Q First time in for a particular issue flowchart First Time In Flowchart 1. Can you duplicate the complaint? YES Refer to SI for the concern. NO, move onto 2. 2. Does the driver use any aftermarket equipment in the vehicle. Is the use of the equipment causing the complaint. YES Consult with the customer about alternatives to the device being used. NO, move onto 3. 3. Did any bulletins, PIs, diagnostic aids, strategy based diagnostics, or the symptoms section help you duplicate the complaint? YES Refer to SI for the concern. NO, move onto 4. 4. Did freeze frame data, inhibit data, other vehicle codes, or mode 6 data help you duplicate the complaint? YES Refer to SI for the concern. NO, move onto 5. 5. Using a CCSV, photos, or a video help you duplicate the complaint? YES Refer to SI for the concern. NO, move onto 6. 6. After someone drives with the customer, does the information gathered help you duplicate the complaint? YES Refer to SI for the concern. NO, move onto 7. 7. Verify that the system that you are working on has the latest calibration — — Second time in for the same issue Have someone drive with the customer to verify the concern. Be on the lookout for what the customer does when they sit down in the vehicle (aftermarket devices or cords)? See the latest version of PIC5650 if needed. Ask the customer if there is something that they normally have in the vehicle that is not with them today. Review the steps that you have taken to duplicate the complaint with your manager. If the concern cannot be duplicated and if the SI diagnostics do not lead to a solution, initiate a technical assistance case. A completed CCVS sheet will be useful for TAC to help you duplicate the concern. Be prepared to answer questions about the diagnostic process that you followed so far. If this is related to an infotainment issue, you will be asked for the software version in the vehicle, the type of phone, the version of phone used as well as the carrier. If you still cannot duplicate the concern, the dealer Service Manger MUSTcontact the DVM (District Service Manager) if they haven’t already. The DVM can escalate a Technical Assistance Center (TAC) case through the system or suggest another diagnostic path. Bulletin No.: 01-00-89-010Q September, 2022 Page 3 Second time in and subsequent visit for the same issue flowchart Second Time In Flowchart 1. Was someone able to drive with the customer and duplicate the concern? YES Refer to SI for the concern. NO, move onto 2. 2. Review what you have done to duplicate the complaint with your manager. Using your managers recommendations, can you duplicate the complaint? YES Refer to SI for the concern. NO, move onto 3. 3. Review what you have done to duplicate the complaint with TAC. Using TAC recommendations, can you duplicate the complaint? YES Refer to SI for the concern. NO, move onto 4. 4. Contact your DVM (district service manager) — — Third or subsequent time in for a particular issue Review the diagnostic steps that you have performed to duplicate/diagnose the vehicle with your manager immediately. The dealer must contact the DVM if you haven’t already. Contact TAC and ask them for additional assistance. Be prepared to answer the questions related to the recommendations that TAC offered earlier. Third time in or more flowchart Third Time In or More Flowchart 1. Contact your manager. Using your managers recommendations, can you duplicate the complaint? YES Refer to SI for the concern. NO, move onto 2. 2. Contact your DVM (district service manager), can you duplicate the complaint? YES Refer to SI for the concern. NO, move onto 3. 3. Contact TAC and ask them for additional assistance — — Additional Information If anyone has any recommendations to improve this communication, please use the feedback button in SI. GM bulletins are intended for use by professional technicians, NOT a “do-it-yourselfer”. They are written to inform these 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 your GM dealer for information on whether your vehicle may benefit from the information. WE SUPPORT VOLUNTARY TECHNICIAN CERTIFICATION

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