Being Prepared for TAC, Caller Preparedness and Checklist – Contacting U.S. Technical Assistance (TAC) and Use of Strategy Based Diagnostics – 2019 and Prior GM Passenger Cars and Light/Medium Duty Trucks

Service Bulletin
File in Section: 00 – General Information
Bulletin No.: 08-00-89-014C
Date: December, 2018
INFORMATION
Subject: Use of Dealer Case Management (DCM) and Being Prepared for Contacting U.S.
Technical Assistance (TAC)
Models: 2019 and Prior GM Passenger Cars and Light/Medium Duty Trucks
Attention: This bulletin pertains to the U.S. — Technical Assistance Center. Service Managers /
Directors — It is important that the following information is reviewed with all
Technicians.
This Bulletin has been revised to add the 2018-2019 Model Years and to include Dealer Case
Management (DCM) resources. Please discard Corporate Bulletin Number 08-00-89-014B.
This bulletin should be used in conjunction with the
following documents:
• Dealer Case Management (DCM) resources:
• How to Create a TAC Case with Dealer Case
Management
• Dealer Case Management How to Videos
• Dealer Case Management Home
• When using DCM always use Chrome as your
web browser
• “Being Prepared” – Article 4.1.1 of the TAC section
of the Service Policy and Procedure Manual
Technician preparedness is vital to provide
accurate diagnosis and recommendations for
repair. The following information will be
REQUIRED when starting your TAC Case via
Dealer Case Management (DCM):
1. Have a completed work order including VIN
and details about the customer’s concern.
2. Be aware of the total amount of days down
and times in for the current concern.
3. Understand and attempt to duplicate the
customer’s concern prior to contacting TAC.
• Include in detail the customer’s concern
and what has been done to try and fix the
customers concern.
4. Have all DTCs recorded and diagnosed
including all values and measurements
before contacting TAC (i.e. Voltages,
resistance, pressures, scan tool values, etc).
Include these values in your DCM entry.
• If applicable, please attach Session logs to
the case in DCM.
5. Search SI; including all published diagnostic
documents, flow charts, bulletins and PIs
prior to contacting TAC. Be prepared to
discuss the most relevant SI documents, and
note these SI document numbers you have
utilized in your DCM entry.
• The use of Strategy Based Diagnosis, and being
prepared with the items above will greatly assist
TAC in providing the best possible repair
recommendation.
• It is important that technicians complete the steps
of Strategy Based Diagnosis PRIOR to contacting
Technical Assistance. Refer to the General
Information section in Service Information (SI) to
understand and verify the customer complaint.
Key Steps to Strategy Based Diagnosis:
• Verify that the vehicle is operating as designed.
• Perform the following preliminary checks:
• A visual inspection.
• Retrieve and record all diagnostic trouble
codes.
• Review the service history of the vehicle for
repeat repair and clues.
• Follow published diagnostic system checks.
• Check for bulletins, recalls and Preliminary
Information (PIs).
• Diagnosis of DTCs.
• Isolate the root cause.
• “Strategy Based Diagnosis”
Page 2 December, 2018 Bulletin No.: 08-00-89-014C
• Bulletin 01-00-89-010 — Comeback Prevention
Information and Using (CCVS)
• Customer Concern Verification
• Comeback Prevention
• Technical Assistance Form
• Strategy Based Diagnostics
• Intermittent Concern Diagnostics
• Repeat Repair Log