GWM Warranty Parts Center Return Program

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This bulletin is being revised to provide NEW information needed to process Warranty Parts Center (WPC) part returns beginning 12/3/07. Please discard Corporate Bulletin Number 05-00-89-042B (Section 00 - General Information).

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Saturn Retailers in Canada should continue to use Corprorate Bulletin Number 99-00-89-019D (Section 00 - General Information).

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Effective December 3, 2007, the Saturn Failed Parts Return system within the Saturn Retail System (SRS) will be discontinued and replaced with the new GM Global Warranty Management (GWM) system (which includes a part return system).

New Terms Associated with the GWM System

New Term	Previous Term
Service Agent	Retailer
Job Card	Customer Service Order
Transaction	Warranty Claim

Clarification of Terminology Used Previously and in this Bulletin

Summary of Changes

1. Saturn Failed Parts Return system (in SRS) is discontinued
2. New Parts Return Process within the new GWM system is used (rather than SRS) for the Warranty Parts Center Parts Return program (refer to Service Agent Administrative Message #WIW20070093 sent 10-5-07)
3. Service Agents must obtain Failed Part Return Requests from the GWM system through GM Dealerworld rather than through SRS
4. Failed Part Alerts, Advance Shipping Notices (ASNs), and Failed Part Packing Slips will NOT be issued in SRS. Service Agents MUST go to the GWM system to check for Warranty Parts Center Part Return Requests.
5. Part Retention Policy Changed

All warranty failed parts (except warranty failed parts with a core as outlined in item #6 below) must be held for a minimum of 15 days from the credit date, unless one of the following occurs:

•	WPC return request is issued in the GWM system

•	Manual return request is received via phone or fax

•	Parts scrapped by a GM representative

•

Check the GWM system and dealership fax machine daily for Part Return Requests. Parts requested by the WPC should be returned immediately. Parts not requested by the WPC nor scrapped by the GM representative can be scrapped locally after 15 days from the transaction payment date following the Service Policy and Procedure Manual procedures.

6. Cores Requested for Failed Part Return Procedure Change

This procedure replaces the ‘core flagged as a failed part’ "red dot" procedure that was used previously. All warranty failed parts with a core must be retained until the warranty claim is paid (transaction payment). All WPC part return requests take priority over returning core parts to the Saturn Core Processing Center. If the core part is requested by the WPC in the GWM system, the core should be immediately returned to the WPC.

Transactions will be debited if requested cores are not returned to the WPC. When a failed core is requested and sent to the WPC, the Service Agent must manually adjust the core part number from their parts inventory and submit a transaction with Labor Op Z7200 to be reimbursed for the core charge amount (reference Return Reimbursement section of this bulletin for transaction submission details). When the core amount is reimbursed through the transaction payment, the Service Agent must make a manual journal entry to transfer the core reimbursement amount to the correct inventory account.

7. In addition to requesting the return of Parts, the WPC may now request Service Documentation ONLY.
8. WPC part return requests may include specialized instructions tailored to a specific return request.
9. WPC "part with documentation" or "document-only" returns may be "required," or "requested." "Required" returns not received by the due date are eligible for debiting. "Requested" returns (such as for customer-pay items) not received by the due date will not be debited.
10. WPC part returns must include not only the failed part, but all parts related to that repair (excluding grease, oil, sealant, fluids or other items excluded per special shipping instructions included with the Part Return Request). Parts returned to the WPC must include a copy of the Job Card with technician comments (rather than the Failed Part Packing Slip) and the "shipping label" printed from the GWM system.
11. Part requests may now be based on criteria other than the service part number. Part return requests may be based on labor operation codes, repair category, customer complaint code, or other criteria. Refer to the transaction details section under the Parts Return process link in the GWM system to determine the correct parts to be returned.

System Access

Service Agents must have access to GM Dealerworld to log in to the GWM system. The GWM application is located under the Service tab, and the home page provides a WPC Part Return summary. Links from the summary page provide additional needed details.

Training

Service Agent training on using the new Global Warranty Management and Part Return system is available at gmtraining.com (refer to GM Messenger message #SAW20070015). The person responsible for WPC part returns should complete the Service Agent training, course # VWGWM.A7W.

WPC Overview

The WPC process is the common GM method used to obtain parts replaced at GM Service Agents to enable Engineering to perform root cause analysis of customer product concerns. The WPC issues specific part return requests to the Service Agents to obtain the desired parts. Service Agents must return the requested parts to the WPC within 21 days. To ensure compliance with the WPC requirements, it is highly recommended that an individual (and a back-up person) be assigned the responsibility of processing WPC requests promptly to avoid debits.

Using GWM for WPC Returns

Log in to the GWM application daily to check for and process Part Return Requests or Document-only Return Requests. Since warranty transactions are paid daily in the system, Part with Documents or Document-only Requests are issued daily. Daily processing of Part Requests with Documents or Document-only Requests is suggested. Remember, parts or documents not received by their due date (21 days from date of request) may cause the transaction to be debited.

WPC Website

The Parts Return process within the GWM application is the primary location from which Saturn Service Agents must manage the WPC process, including verification of receipt at the WPC.

However, the previous WPC website (www.gmwpc.com) remains available at this time to assist in tracking shipments to the WPC and to obtain WPC forms and supplies.

Use ONLY these two websites to verify receipt at the WPC. Do not use the transportation company’s website to verify receipt at the WPC. If a part is not received at the WPC per the GWM or the gmwpc.com website, but the tracking information at the transportation company’s website indicates the part should have been received, please contact the WPC immediately (before the part return due date) to avoid a possible debit.

To access www.gmwpc.com, U.S. Saturn Service Agents should enter "22" followed by their 5-digit facility code. (Canadian Service Agents must use "14" followed by their 5 digit Service Agent code.) The website has the following features:

WPC Forms

Copies of Forms (Parts Waiver, Material Request and the Central Transport Bill of Lading) are available via the WPC website at www.gmwpc.com or by calling or faxing WPC Customer Assistance (248-371-9901/9902 or fax 248-371-9005) or e-mail to [email protected]. A Material Request Form is used to request plastic bags and UPS/ARS labels. Central Transport Bills of Lading should be downloaded from the gmwpc.com website. Part Waivers may also be done electronically by GM representatives via the GWM system. Supply requests are shipped via UPS within 24 hours.

"Part with Documentation" or "Document-only" Return Requests

The Global Warranty Management (GWM) system matches the part return request’s criteria with transactions and administers part return "flags" on equivalent transactions. Once a transaction has been flagged for Parts Return, it appears in the Notification box in GWM awaiting Service Agent action. All part return requests are transmitted daily when transactions are paid.

The Notification box in GWM has three color codes (green, yellow and red) to indicate the age of a request. If users click on any number greater than 0 in the "New" row (green in color), they will be taken to their new request(s). The yellow bar indicates aging requests that need action soon. If a required request has not been received by the time it appears in the red bar, the status changes to "Pending Debit". This means the Service Agent is at risk of being debited back the amount credited when the transaction was processed.

The Service Agent accesses the request’s details in the Service Agent Summary in GWM, adds any additional data required, retrieves the part(s) and documents and ships them using the WPC-supplied shipping label(s).

There are two easy ways to access the Service Agent Summary. From the "Prepare Parts Return for Warranty Parts Center" box, click on the Review Service Agent Open Parts Return Requests link. Or, from the Notification Box, click on the Parts Return link. Note: Clicking on the Number link takes the user directly to the transactions with that status. When the "Service Agent Summary" screen appears, look for numbers in the categories of Part Return Required, Part Return Requested, Document Return Required, and Document Return Requested.

Click on any number within the window and you will be taken to the "Transaction Search Results" screen where you will see high-level data on the transactions within that status. The "Transaction Search Results" screen will appear populated with transactions that meet that status. To view the "Transaction Detail" screen, click on the Transaction Number link. The "Transaction Detail" screen appears. The Parts Return section of the "Transaction Detail" screen contains information on the Parts Return Transaction.

By using the tabs and viewing all the information, identify what materials need to be sent in response to the Parts Return Request. Click on the Generate Shipping Label link on the "Transaction Detail" screen (Part Return section). The "Shipping Label" screen appears.

Note: Service Agents must complete the "From" section. Every field in this section is mandatory except the Account Number field. (Using WPC-supplied shipping labels will automatically bill the shipping costs to the WPC account.)

In the next section, add shipping details such as the invoice, tracking or shipper numbers. If this information is available it is recommended that it be entered into GWM in case the package(s) are lost or delayed during shipping. Debits can be issued if all the materials are not received at the WPC within the allocated time period.

At minimum, complete the "# of containers" field (for this request). If more than one package is entered, GWM will automatically print out numbered labels for each package (i.e., 1 of 2, 2 of 2).

Click on the SAVE button. GWM changes the transaction status to "Shipping Label Requested". Note: GWM does not have a status for "Shipped" at this time. This is reserved for future use. For the purpose of GWM status tracking, "Shipping Label Requested" means "shipped."

Click on the print icon to print the shipping label(s).

Important: At this time, do NOT put this label on the outside of the package. Instead, include this label with the Job Card and all related service documentation INSIDE the package. Use only the WPC-supplied UPS-ARS shipping labels or Central Transport Bills of Lading to ship parts to the WPC. At this time, the GWM-created "shipping label" takes the place of the previously supplied Failed Part Packing Slip, to be included INSIDE the package. Include a copy of this "shipping label" inside each package shipped to the WPC.

Contact your GM Representative if any problems with satisfying the Parts Return Request are discovered (see Part Waiver Process below).

The Service Agent must return parts requested by the WPC within 21 days or risk receiving debits for non-returned parts. GWM has the ability to identify parts that have not been returned by the Service Agent and displays this information in the Notification box within the GWM system.

Part Return Requests are for the "complete transaction". A complete transaction means the Service Agent must return not only the failed part(s) but also include any other parts that were replaced due to the failed part, along with the service documentation. If the failed part and all related parts are not returned, or if the required service documentation is not included, the Service Agent will be debited the entire amount paid on that transaction.

The exception to this risk is if the materials requested are not being paid for by GM under warranty, special policy adjustment, recall campaign, etc. In these circumstances (such as customer-pay work), the Service Agent response is only "requested" (not "required") and no debit for non-response is issued. GWM clearly indicates if a Parts Return is requested or required. However, if an item is requested, Service Agents should make every effort to return the requested items to help improve product quality and increase customer satisfaction.

Document Only Requests

If a "Document Only" request is received, return legible copies of the Job Card including technician comments, along with all related service documentation, such as a diagnostic worksheet, directly to the requester using the address entered in the Request (click on generate shipping label in the GWM system and use the ship-to address as the mailing label). Do not use the UPS/ARS label, do NOT return parts on this type of request, and do NOT send Document Only requests to the WPC. Send them ONLY to the address in the request. When returning "Document Only" requests, use REGULAR 1st class Postal Service mail. Do not use Registered, Certified, or Insured mail of any type.

Part Waiver Process

If there is no actual "part" to return because the repair was an adjustment or fluid-add only, the Service Agent should notify their GM representative. GM representatives have the ability to complete a Parts Return Waiver within the GWM system. Parts Waivers may or may not result in the issuing of debits.

Alternatively, the Service Agent must complete a Parts Waiver form from www.gmwpc.com stating the reason for no part and fax to the WPC with a copy of the Job Card to fax #248-371-9005 or e-mail to [email protected].

Follow Up

Service Agents should maintain a shipping log (form included in this bulletin) for all parts shipped to the WPC. Prior to the part return due date, Service Agents should verify receipt at the WPC. Receipt verification should ONLY be done in the Parts Return link within the GWM system or at www.gmwpc.com. A delivery confirmation from UPS or Central Transport is not a guarantee that the part was received correctly by the WPC. If the GWM system or gmwpc.com website does not show receipt, but the tracking information indicates delivery, it is imperative that the Service Agent contact the WPC and provide their tracking number with the request number BEFORE the part return due date to avoid a debit.

It is imperative that the Service Agent follow-up with the WPC before the 21-day limit expires to resolve all issues to avoid possible debit. Fax (248-371-9005) is recommended for proof of follow-up with the WPC. If the original request is misplaced or unreadable, the shipping label from the GWM system may be reprinted, or the gmwpc.com website printout may be used for shipping parts with their paperwork to the WPC.

Debits

Parts and Job Cards must be received at the WPC within 21 days from the date of original request. If, after 21 days, parts have not been received, or the WPC has not been contacted with an approved explanation for non-return of parts, the WPC will submit a total transaction debit. If the Service Agent has any questions regarding a debit, please logon to the GWM system or the gmwpc.com website to obtain the reason. The WPC has NO authority to waive or reverse debits after issuance; the GM representative must be contacted in these instances.

Regarding debits, the following Service Agent responses are unacceptable at any time and will result in a debit:

Part Preparation for Shipping

All parts related to the repair procedure covered by the labor operation code on the part return request should be returned together. The area of defect should be clearly marked (not defaced) so the area of concern is easily identified.

All parts related to the specific labor operation being requested should be bundled together and shipped using UPS whenever possible. (The process for shipping parts that are too large or too heavy to ship via UPS is explained later in this bulletin.)

Ship each individual request in a separate box with its own UPS/ARS label. DO NOT SEND MULTIPLE REQUESTS IN THE SAME BOX. Copies of the GWM Parts Return "shipping label" and Job Card with technician comments along will all other related service documentation (such as a completed diagnostic worksheet) must be attached to each part sent to the WPC. The Service Agent should highlight the Request Number and place the folded paperwork in the plastic packing bag with the highlighted Request Number facing out. This process will assist the WPC in handling and crediting the Service Agent for returning the part in a timely manner. Plastic packing bags are available for the protection of the paperwork to be included with the parts (legible copies of both sides of the hard copy of the Job Card and the WPC Request/shipping label). The bag containing all paperwork must be securely attached to the appropriate part.

When possible, the container from the new/replacement part should be used for the return of the failed part. However, all previous labeling on the box should be removed or covered prior to re-use. (Leaving a prior shipping label exposed can cause errors in shipping.) Be sure to use ONLY boxes without hazardous materials labeling to return NON hazmat parts. Parts containing or soaked by fluids, such as oil or fuel, MUST be thoroughly drained, wiped clean and placed in an appropriate packing container and securely packaged to prevent leakage or contamination. Transfer all caps and plugs from the new part to the replaced part before shipping. Use only clean dry boxes to return parts - boxes that have absorbed oil or other fluids should not be used to return parts to the WPC. Be sure to package parts to avoid damage during shipping - bubble wrap or other protective packing materials may be needed. It is important that parts arrive at the WPC in the same condition they were when removed from the vehicle.

When returning parts, complete the UPS/ARS shipping label by writing in the Service Agent name, address, city, state/prov. and zip/postal code. The Ref. # field should contain the Request Number being returned. Attach the label to the package and detach the lower portion for Service Agent records. The lower portion of the label contains the shipment tracking number and should be attached to the Service Agent’s "Warranty Parts Center Shipping Log" (refer to Warranty Parts Center Shipping Log at the end of this bulletin). This UPS/ARS receipt can be used for tracking purposes through UPS. Status of UPS shipments is available via UPS tracking at 1-800-742-5877 or via the Internet at www.ups.com or www.gmwpc.com.

Important: www.gmwpc.com or the GWM system are the ONLY sites that verify actual receipt of the part at the WPC.

When additional UPS/ARS shipping labels or plastic bags are needed, U.S. Service Agents should complete the Material Request form (WPC005) and fax it to the WPC at (248) 371-9005 OR via e-mail to [email protected]. (Refer to Form WPC005 at the end of this bulletin.)

If a part (and appropriate paperwork) cannot be shipped via UPS due to size or weight limitations {150 pounds or 165" (length and girth)}, the following GM-approved common carrier (LTL) MUST be used to return the parts to the WPC.

Carrier	Phone Number
Central Transport, Inc. (U.S. Service Agents Only) Ship FREIGHT COLLECT	1-800-462-6600

A partially completed Central Transport bill of lading is available through the WPC website. The Service Agent is responsible for completing the shipper information (Service Agent name and address) and description and weight of shipment on the Central Transport bill of lading. Please include the WPC Request Number on the Central Transport bill of lading. If Central Transport does not directly serve your area, they will engage a local carrier that services your area. Also, if liftgate service is required, please notify Central Transport when scheduling the pick-up. Please notify the WPC immediately if there are any delays in Central Transport’s pick-up service.

When this process is used, U.S. Service Agents will not need to pre-pay UPS or Central Transport shipments to the WPC. Parts delivered by any unauthorized common carrier (LTL), will be refused by the WPC and RETURNED COLLECT to the Service Agent.

To prevent paperwork loss on Central Transport shipments, attach two copies of the WPC request/GWM shipping label and Job Card/related service documentation as follows:

Important: Notify WPC Customer Assistance immediately of any WPC part return shipping delays or problems encountered with either UPS, or Central Transport.

Parts Retention and Requests

All warranty failed parts (except warranty failed parts with a core as outlined in Core Return Policy below) must be held for a minimum of 15 days from the credit date, unless one of the following occurs:

Check the GWM system and dealership fax machine daily for Part Return Requests. Parts requested by the WPC should be returned immediately. Parts not requested by the WPC nor scrapped by the GM representative can be scrapped locally after 15 days from the transaction payment date following the Service Policy and Procedure Manual procedures.

Core Return Policy

This procedure replaces the ‘core flagged as a failed part’ "red dot" procedure that was used previously. All warranty failed parts with a core must be retained until the warranty claim is paid (transaction payment). All WPC part return requests take priority over returning core parts to the Saturn Core Processing Center. If the core part is requested by the WPC in the GWM system, the core should be immediately returned to the WPC. Transactions will be debited if requested cores are not returned to the WPC. When a failed core is requested and sent to the WPC, the Service Agent must manually adjust the core part number from their parts inventory and submit a transaction with Labor Op Z7200 to be reimbursed for the core charge amount (reference Return Reimbursement section of this bulletin for transaction submission details). When the core amount is reimbursed through the transaction payment, the Service Agent must make a manual journal entry to transfer the core reimbursement amount to the correct inventory account.

Any core Product Feedback Forms received with a replacement part must be completed and returned with the core.

Any core parts requested by the WPC that were returned to the core center prior to transaction payment will be subject to an automatic debit.

On those occasions when a part is not available for return to the WPC, contact your GM representative to complete a Parts Waiver through the GWM system or fax or e-mail a completed Parts Waiver Form with an explanation. (Refer to Form WPC006 at the end of this bulletin.) Please note that not all explanations will prevent a debit.

Out-of-Warranty Parts for Engineering Investigations

An Out-of-Warranty Part Return Process enables GM engineers and suppliers to obtain out-of-warranty replaced parts to assist them in the identification and resolution of durability related issues. This process is not a request to automatically replace parts, but rather a method to return those parts if they require service replacement.

Service Agent service departments will receive notification of GM's interest in particular parts of specific vehicles via the GWM system. These parts will be "requested", not "required". Every effort should be made to return requested parts.

Exchange Program Parts

The WPC will be requesting special new model exchange program parts (i.e. engines, transmissions) from Service Agents as follows:

1. A GM Service Bulletin advises Service Agents of an exchange. Service Agents are directed to call the Product Quality Center (PQC).
2. PQC takes the call from the Service Agent and qualifies and approves the exchange. PQC will notify the appropriate parties to release and ship a replacement part to the Service Agent.
3. At the same time, PQC notifies the WPC that an exchange is taking place at the Service Agent. The WPC creates an "Exchange Special Part Request" and assigns a request number which will begin with an "EX" followed by seven digits. This WPC original request will be faxed to the contact person of the Service Agent within 24 hours of the call to PQC. When the Parts Manager receives the failed part from the technician, all appropriate paperwork should be attached (including the Exchange Special Part Request and copy of Job Card (both sides of the hard copy) and shipped to the WPC using the shipping procedures outlined on the Exchange Special Part Request. The package should be marked with the Special Part Request Number (EXxxxxxxx).
4. These Special Part Requests will be available on the gmwpc.com website. Check the gmwpc.com website regularly to avoid "missing" these requests.
5. If the part is not received at the WPC within 21 days from the original request date, the transaction will be submitted for debit.

Special Parts Request

Service Agents may be contacted by the WPC to return "one-of-a-kind" parts for specific engineering analysis that have not been identified in the normal WPC request process. In those instances where a special part is needed, the Service Agent will receive (via fax) a WPC "Special Part Request". The Special Part Request number begins with an "EX" followed by seven digits. The process for returning Special Parts is the same as explained in this bulletin for all part returns to the WPC, except a shipping label will not be printed from the GWM system. Instead, a copy of the Special Part Request must be included along with both sides of the hard copy of the Job Card. Mark the box/crate with the Special Part request number (EXxxxxxxx). The Special Part Request form contains a section for the Service Agent to use if the part is requested, at a later date, via the normal WPC process.

Electronic Exchange Center Parts

ESC program parts should be returned to the ESC unless otherwise indicated in the Part Return Request. Refer to the following bulletins and/or subsequent updates for ESC program part processing.

Parts exchanged through the Electronic Exchange Service Centers (ESCs) will NOT be directly requested from the Service Agent. If the WPC requires any of these parts, the WPC will obtain them from the ESCs via the Special Part Request process. The Service Agent will NOT receive a WPC request for these parts. However, the Service Agent will see this request on the gmwpc.com website. In this case, the website is reflecting that the part exchanged by the Service Agent is being requested from the ESC (NOT the Service Agent). The Service Agent need not take any further action (after returning the exchanged ESC part to the ESC). The WPC will NOT issue debits to the Service Agent for these parts that are requested from the ESCs.

Return Reimbursement

Service Agents may be reimbursed for their administrative time used in processing WPC returns, and must submit a warranty transaction to obtain core charge reimbursement for cores sent to the WPC. To be reimbursed for the administrative time required to return a warranty "Part with Documentation" or "Document-only" Return Request, or to obtain a core charge for a core sent to the WPC, a Z7200 transaction must be submitted. One Z7200 transaction is allowed per each "Part with Documentation" or "Document-only" return.

How to Submit Z7200 and Documentation Required

It is important to clearly document and relate each part return or "document only" return to the original VIN and Job Card for which the part return or document only request was issued.

After the transaction has been paid and you have returned the "Part with Documentation" or "Document-only" Request, re-open the original transaction and add a new line and add the Labor Operation Z7200. If the part was a core, enter the core part number and the core amount in Tech Comments. If this information is not entered, the transaction will be rejected.

If the original transaction can not be re-opened, a new Job Card must be created to create the Z7200 transaction. The original Job Card number, VIN and mileage at the time of the repair must be referenced on the new Job Card as well as supplying the core part number and amount in Tech Comments.

Important: Be sure to note the WPC Request Number on the Job Card for both "Part with Documentation" or "Document-only" returns for which the Z7200 transaction is being submitted.

GM Service Policies and Procedures require a service manager’s signature when adding to an existing Job Card or a transaction on a new Job Card; therefore, transactions for Z7200 must be signed by the service manager.

Submit the Z7200 transaction using normal transaction submission with a transaction type ZREG.

All related documentation, including a copy of the WPC return request (printed "shipping label" from the GWM system), must be retained for future reference in accordance with the GM Policies & Procedures Manual.

LABOR HOURS

Service Agents should submit their actual time used to process WPC part return requests, up to a maximum of .3 hour per transaction. For "document only" requests, up to .2 hour can be submitted. The time requested for reimbursement depends on the complexity of the request as determined by the Service Agent. If other labor hours (OLH) are required, Service Agents must obtain GM representative approval.

NET ITEM

If there are special packaging costs, they should be included as a Net Item amount (net item code Miscellaneous) when submitting a Z7200 transaction. Special packaging situations may include crating an engine assembly, reassembly of components, or draining and sealing components in order to prevent leakage during shipment. Appropriate handling charges for these situations should be calculated at a rate for unskilled labor (not at the warranty or retail labor rate) and appropriately documented on the Z7200 transaction. Packaging material costs include such things as boxes, tape, etc. Labor charges related to packaging the part for shipment are to be calculated and billed at a cost for unskilled labor and not at the Service Agent’s warranty or retail labor rate.

POSTAGE/FREIGHT CHARGES

There will be no Service Agent-incurred postage or shipping costs associated with parts returned to the WPC. However, postage charges for "document only" requests will be reimbursed (regular first-class postage). These items should be included as a Net Item amount (net item code Miscellaneous)

CORE CHARGES

To obtain the SSPO core charge (when applicable) for parts sent to the WPC, submit the actual core part allowance in the "net item" field. The core exchange value can be found in the Saturn Retail System. Print and attach the core exchange value documentation to the Job Card on which Z7200 is being claimed. Enter the core part number and the core amount in Tech Comments. If this information is not entered, the transaction will be rejected.

When a failed core is requested and sent to the WPC, the Service Agent must manually adjust the core part number from their parts inventory. When the core amount is reimbursed through the Z7200 transaction payment, the Service Agent must make a manual journal entry to transfer the core reimbursement amount to the correct inventory account.

Field of Entry	Enter
Job Card	Job Card Number
Job Card Date	Job Card Date
VIN	Enter the VIN
ODOMETER	Enter mileage for the same VIN
SERVICE ADVISOR NUMBER	Service Consultant's GMIN
Net Item Type	Enter as Miscellaneous
COMPLAINT CODE	00
00 CAUSE CODE	00
LABOR OPERATION	Z7200
BASE HOURS	Enter either 0.0 to 0.3 hours for a PART REQUEST (with Documents) OR enter 0.0 to 0.2 hours for a "DOCUMENT ONLY" REQUEST being reimbursed on this transaction
TECHNICIAN NUMBER	Technician's GMIN
NET-ITEM AMOUNT	Total amount of packaging material costs, part core charges, and postage for R.O. only requests, where applicable
TECH COMMENTS	If part returned to the WPC is a core, enter core part number and core amount
TRANSACTION TYPE	ZREG

Service Agent Feedback

The WPC recognizes the need to provide information regarding WPC results as a direct result of the parts return program. Information is provided to Service Agents periodically in a WPC newsletter.

In addition, potential Service Agent issues with parts inspected at the WPC (such as wrong part returned, or part damaged & not defective) may result in a Regional Feedback Report sent to the GM Regional Office for review and action. Service Agent counseling and/or debiting may occur as a result. In addition, inspection comments may be available for review in the GWM system.

Hazardous Material

Effective February 1, 2007, the WPC began requesting from U.S. Service Agents only, the return of some items deemed "hazardous" for shipping purposes (such as air bags and seat belts with pretensioners). This section provides guidance for the shipment of air bags, seat belt pretensioners and lead acid batteries only. The information contained herein is intended to assist Service Agents with the shipment of these commodities, and is not intended to be a substitute for proper hazardous materials ("hazmat") training. This section is intended as a general source of information as of its date of publication and is not meant as an endorsement or to substitute for the Service Agent’s own legal counsel's advice. GM undertakes no obligation to update this information in the future. Service Agents must ensure all employees are properly trained, and employees should refer to the federal Hazardous Materials Regulations (HMR) at 49 CFR Parts 171 to 180 when shipping any hazardous material.

I. TRAINING & CERTIFICATION

All Service Agents have an obligation to complete the legally required training and achieve hazardous material (hazmat) certification.

Common DOT Regulations:

"A hazmat employer shall ensure that each of its hazmat employees is trained in accordance with the requirements prescribed in this subchapter" (49 CFR 172.702(a))

Hazmat Employer - "...a person who uses one or more of its employees in connection with transporting hazardous material in commerce; causing hazardous material to be transported or shipped in commerce...." 49 CFR 171.8

Hazmat Employee - "...a person who is employed by a hazmat employer and who in the course of employment directly affects hazardous material transportation safety.... The term includes an individual...who during the course of employment:

(1) Loads, unloads or handles hazardous materials;

(2) Manufactures, tests, reconditions, repairs, modifies, marks or otherwise represents containers, drums, or packaging as qualified for use in the transportation of hazardous materials;

(3) Prepares hazardous materials for transportation;

(4) Is responsible for safety of transporting hazardous materials; or

(5) Operates a vehicle used to transport hazardous materials." 49 CFR 171.8

"A person who offers a hazardous material for transportation must provide a 24-hour emergency response telephone number...." 49 CFR 172.604 (Emergency number for GM Service Agent use is provided below)

Training:

HazmatU was created specifically for individuals working in the automotive industry to gain a better understanding of complex Hazardous Materials shipping regulations. HazmatU was designed for Service Agents to avoid costly violations and create a safer and healthier work environment. HazmatU offers classes designed for Service Agents and covers General Awareness and Function-Specific Training. Individuals taking the course will receive a certificate of completion after they satisfactorily complete the course of instruction and receive at least 80% on the comprehensive exam. HazmatU offers this training for $299 for a one-year subscription. The rate is for one facility and includes training for all employees. A $75.00 per person rate is also available. The training is currently available and more information about the training can be accessed by calling 1-888-686-4445, or you can purchase the training for your Service Agent on-line at www.hazmatu.org.

OTHER SOURCES OF TRAINING:

http://hazmat.dot.gov

http://www.lion.com

http://www.dgitraining.com

http://www.hmac.org Progressive Training (mailto:[email protected])

http://www.infotrac.net

(List not all inclusive)

The U.S. Department of Transportation (USDOT) requires hazardous material compliance training for anyone who could directly affect hazardous material transportation safety. The US Department of Transportation also requires recurrent hazardous material compliance training at least once every three years. Training must be completed within 90 days after employment or a change in job function. A person who knowingly violates a requirement of the Federal Hazardous Material Transportation Law is liable for a civil penalty of up to $32,500 for each violation or not more than five years in jail or both. Each day of the violation constitutes a separate offense.

Typical automotive hazardous material includes things such as: Air bags, Seat-belt pretensioners, Brake boosters, Compressed gas shocks and lifts, Batteries, Paint, Adhesives, Solvents, and Hazardous Waste. (list not all inclusive, refer to 49 CFR Hazardous Material Regulations)

Be sure all employees handling hazardous materials complete hazardous material awareness training, and all people who ship the items must also be certified in the job-function specific training for shipping hazardous materials.

RETURNING HAZMAT ITEMS TO THE GM WARRANTY PARTS CENTER (WPC)

II. OBTAINING HAZARDOUS MATERIAL SHIPPING SERVICES FROM UPS

All hazmats returned to the WPC must be shipped with UPS. To ship hazmats with UPS, a Service Agent with a daily UPS pick-up must also use the UPS Worldship system and establish a UPS Hazardous Materials shipping account with UPS, as described in paragraph (1) below. Service Agents that do not currently have a daily UPS pick-up, but that wish to establish a daily pick-up and hazmat account, should follow the instructions described in paragraph (2) below. If a Service Agent's business does not warrant establishing a UPS daily pick-up account, the Service Agent should follow the steps described in Section VII below to ship hazmats with UPS Freight. Service Agents that already have a UPS hazardous material shipping account should skip to Section III. All Service Agents: use sections VII and VIII for lead acid battery returns.

(1) For Service Agents that already have a daily pick-up account with UPS and a UPS online Worldship system, but do NOT have a hazardous material UPS shipping account, the Service Agent should contact the local UPS office and ask to have a hazardous material contract added to their account. UPS will use a 14-question checklist to verify the Service Agent is in compliance with the hazmat contract. UPS must first verify that Service Agent employees have been trained and certified to ship hazmats and that the Service Agent has the UPS Worldship software for shipping. Service Agents found to be in compliance will be able to sign the UPS hazmat contract. UPS will also provide the Service Agent with complementary hazmat software to be added to the Worldship system as well as UPS hazmat shipping papers (with red/white border) #02111412 and shipping pouches #171609.

(2) Service Agents that do NOT currently have a UPS daily pick-up account may either establish a UPS daily pick-up account and hazmat account, or the Service Agent may choose to ship the hazmat through UPS Freight. In order to ship with UPS Freight, please follow the instructions in Section VII, "Procedures for Service Agents Without a UPS Daily Pick-up Account."

III. EMERGENCY RESPONSE PHONE NUMBER

When shipping hazmats, each Service Agent must provide an emergency response phone number that is answered 24 hours/day, 7 days/week, 365 days/year. General Motors has established an account with Infotrac for all GM Service Agents in the continental U.S. to ensure compliance related to 49 CFR 172.604. If a Service Agent has other arrangements and wishes to opt out of the Infotrac subscription, the Service Agent should notify Infotrac via email to: [email protected]

IV. PART PREPARATION AND PACKAGING FOR SHIPPING

Service Agents are not expected to purchase extra boxes, hazmat placards, labels, decals, etc. Simply save the boxes the new parts were shipped in, and use them to return the replaced parts to the WPC.

Important: Be careful when opening the boxes so that the cardboard is not breached in any way: ripped, torn, or damaged corrugated cardboard boxes should NOT be reused. Only boxes that are undamaged (free of rips, tears, holes, etc.) can be reused. Be sure to reuse all packing material inside the box to secure the replaced part within the box for returning to the WPC.

When opening a box intended to be reused, carefully cut the tape only, being careful not to cut or rip the cardboard. Be sure all hazmat labeling is intact. Ensure the package indicates the Proper Shipping Name (i.e., Air bag module, or Seat-belt pretensioner), UN number, Hazardous Class Label (i.e., 9 or 2.1), and the package strength rating.

When sealing a box for shipment, utilize 3M Scotch sealing tape #373 or tape with the equivalent strength. Ensure any tape or shipping papers attached to the package do not cover or obstruct the above described hazmat markings.

V. PREPARATION OF HAZARDOUS MATERIAL SHIPPING PAPERS (Using the UPS Hazmat Software)

UPS does not accept hand-written shipping papers for hazmat shipments. All hazmat shipments must instead be prepared using the UPS hazmat software and Worldship system with the shipping paper printed on either an ink-jet or laser (black & white) printer. Service Agents must use UPS hazmat shipping paper #02111412 (with red/white border). Do NOT use the UPS ARS labels to return haz mat parts to the WPC - the ARS labels should ONLY be used to return NON-hazmat parts to the WPC.

1. From the UPS Hazardous Material Software on the UPS Worldship system, select "49CFR".

2. Select the tab called "Frequent Chemical Table Editor" and enter the following information: (Note: each item will only need to be typed into the system once. The system saves those items when "add" is selected, and they can be selected from the list when shipping the same item again in the future.)

2.1. Insert the part number into the "reference #" field

2.2. Select 49 CFR for "Reg. Set"

2.3. Enter the "Reportable Quantity" being shipped (this is the total number of parts in the package - normally will be "1")

2.4. Enter the Proper Shipping Name

2.5. Technical Name - Leave blank if the shipping name is Air bag module or Seat-belt pretensioner. If the shipping name is "Compressed gas, flammable, n.o.s.", then enter "Hydrogen, Air". NOTE: Only material identified with the letter "G" in column 1 of the Hazardous Materials Table at 49CFR Part 172 must include the technical name on the shipping paper.

2.6. Class - enter either 9 or 2.1, depending upon the hazard class of the part

2.7. Subrisk class - leave blank

2.8. ID # - enter UN 3268 for parts identified as "air bag module" or "seat belt pretensioner" or enter UN1954 for parts identified as "compressed gas, flammable, n.o.s."

2.9. Packing Group - enter III for hazard class 9 air bags and seat belt pretensioners, or leave blank if the part is hazard class 2.1

2.10. Additional Description - insert the word "Recycled" when shipping a used air bag or seat belt pretensioner that was previously installed in a vehicle [49 CFR 173.166(d)(4)]. When shipping a new air bag or seat belt pretensioner, insert the EX # associated with the part number being shipped. Always use the EX # if there is any doubt about whether a part is new or used.

To locate the EX #, go to GM Dealerworld as described below, or call the WPC to obtain the EX #.

2.11. Quantity - enter weight in kg. of the package being shipped. Be certain the actual weight does not exceed the weight rating of the box. NOTE: 1 pound = 0.45359237 kilograms.

2.12. Units - enter "KG".

2.13. Package type - enter 1 Fibreboard Box.

2.14. Packing Instructions - enter "917" for all hazard class 9 parts. For hazard class 2.1 parts, enter "200".

2.15. Transportation - ALWAYS indicate ground transportation - NEVER ship to the WPC by air.

2.16. Label Required - leave blank.

2.17. Emergency Phone - enter Infotrac’s phone number: 1-800-535-5053 (or other number if Service Agent elected to opt out of Infotrac’s service)

3. Select "Add" to save the data entered. (Note: after selecting "add," if a message indicates missing or incomplete fields, complete the missing or incomplete information and/or backspace and re-enter the information, then select "add" again.) This step saves the information in the Haz Mat Software (Frequent Chemical Table Editor), so it can be selected when preparing the shipment. Next, go to the Worldship software.

4. Complete the ship-to information:

GM Warranty Parts Center

45 Northpointe Drive

Orion, MI 48359

5. Complete the ship-from information (Service Agent name & address and Service Agent’s haz mat account number in the "shipper" box). 4. Bill transportation to - select "Third Party".

6. Click on the box to the right of the "Bill transportation to" field.

6.1. Enter the WPC information and enter UPS account #91W656.

6.2. Check the box to update the address book.

7. Select the "Options" tab on the Worldship main screen.

8. Under "Package Options", select "Dangerous Goods".

9. Click on arrow by DG Reference 1, and select the DG Reference number that matches the part number being shipped (part number is there because it was previously entered in the Frequent Chemical Table Editor).

10. Verify all entered information is correct on the Dangerous Goods Record. If changes are required, select "cancel" then go to the Frequent Chemical Table Editor to make needed edits, then select "update", then "refresh".

11. Go back to Worldship, select DG Reference 1, select part being shipped. If all items are correct, select "OK".

12. Click on "Service" tab.

13. Click on "process shipment F10". The shipping label will print. You may get a reminder that UPS shipping papers and DG manifest must be printed, but the system should print these automatically. (Click on OK in the reminder box).

14. Then go back to the Hazardous Materials software.

15. Select "Shipping History" tab.

16. Then select "Refresh".

17. Double click on 49CFR.

18. Select "49CFR shipments".

19. Select "open" folder.

20. Select date of shipment, and double-click the date - it then gives you the tracking number.

21. Click on the tracking number, then click "print" - this prints the haz mat shipping paper with the red/white border. Sign and date top 2 copies, place one on the package and place the other 7 copies in the plastic pouch on the package.

22. Click on "generate manifest" - 2 copies of each manifest will then print. Select "all" to print all manifests, if more than one shipment was entered.

23. Once printed, the shipment then goes into the closed folder.

24. Sign both copies of the manifest, keep one copy for your file, and give the other copy to the driver picking up the package.

25. Place the red/white striped-edge mailing label on the package, ensuring all required markings or labels are not covered.

26. Save the Service Agent copies of the manifest and mailing label with the part return file, and update the WPC shipping log with the tracking number and date shipped.

TECHNICAL SUPPORT

Should assistance be required when completing the hazardous material shipping process described above, please call UPS Worldship Tech Support at 1-888-553-1118.

VI. TIPS FOR SUCCESS

Train everyone who ships parts to always inspect the box carefully before re-using a box. Be certain that there are NO hazardous material labels on boxes used to ship non-hazardous parts, and be certain that hazmat parts are shipped only in boxes with proper hazmat labeling.

Apply mailing labels and manifests to the box without covering needed hazmat labeling.

Be sure all other non-needed labels are covered or removed.

Call the DOT Haz Mat Information Center at 1-800-467-4922 when questions arise to ensure compliance with DOT regulations. Refer to this website for a quick guide for preparing shipping papers: http://hazmat.dot.gov/pubs/shipping_papers_guide.pdf

VII. PROCEDURES FOR SERVICE AGENTS WITHOUT A UPS DAILY PICK-UP ACCOUNT

Service Agents without a UPS daily pick-up account should follow these steps to return a hazmat part to the WPC. In addition, this procedure must be used to return a lead-acid battery if requested by the WPC (a special box and packing material will be provided for shipping a battery to the WPC).

A. Package the part as described in Section IV above

B. Call UPS Freight at (800) 333-7400

C. Select option 1 for a pick-up

D. Give the representative the location details of the pick-up (Service Agent address, phone #)

E. Give the representative the package details (type of material [hazardous], weight, UN#, etc.)

F. Obtain a "straight bill of lading" from UPS Freight (go to www.upsfreight.com, then select "LTL (less-than-truckload)", then select the tab called "Tools and Forms", then under the heading "BOL" select "UPS Freight BOL" to download the form).

G. Complete the BOL using the following information:

Date

Insert the date in the date box in the upper-right corner of the form

Section 1

1. Consignee Information is the ship-to information

GM Warranty Parts Center

45 Northpointe Drive

Orion, MI 48359

Phone 248-371-9900 Attn: Jill Williams

2. In the PO field, enter "P-group #00002309"

Section 2

1. Shipper Information is the Service Agent information

2. In the Freight Charges field, check the box to ship the part "Collect" (all charges related to this shipment will be billed directly to the WPC when the "collect" box is checked)

3. Do NOT check the box called "Guaranteed Delivery Requested"

Section 3

Enter " same as Consignee"

Section 4

1. No. Pcs. - enter the number of packages being shipped

2. Pkg Type - enter "ctn" (ctn = carton)

3. HM - place an "X" in this column to indicate the package being shipped is designated a hazardous material

4. Description of Articles & Special Marks - enter the following information in order: UN number, proper shipping name (either Air bag module or Seat-belt pretensioner or Battery, wet, filled with acid), hazard class for the part being shipped (either Class 9 or Division 2.1 for air bags and seat belt pretensioners, or Class 8 for batteries), the packing group, and the word "Recycled.".

5. Weight (lbs.) - enter the total weight of the package in pounds

6. NMFC No. - For Air bag modules, enter "188900", for Seat-belt pretensioners, enter "233950", for Batteries, wet, filled with acid, enter "4415701".

7. Class - For Air bag modules enter "85", for Seat-belt pretensioners enter "70", for Batteries, wet, filled with acid, enter "92.5".

8. Hazardous Material Emergency Contact # - enter Infotrac’s phone number: 1-800-535-5053 (or other number if Service Agent elected to opt out of Infotrac’s service)

Section 5

Do not enter any additional information or check any boxes in section five, other than providing the Service Agent name in the right bottom corner in "Firm name" and signing it.

H. After the driver making the pick-up completes the driver information and supplies the carrier pro number, make a copy of the BOL for the Service Agent records, and update the WPC shipping log with the pro number and date shipped.

VIII. BATTERIES

If your Service Agent is contacted to return a lead acid battery, all necessary packing materials will be supplied for the return. Lead acid batteries may ONLY be returned using UPS Freight (see section VII).

NOTE: "Non-spillable" lead acid batteries are considered non-hazardous for purposes of transportation and can be returned to the WPC. However, if a Service Agent receives a WPC request to return this particular battery, the container must be clearly marked "NON-SPILLABLE PER 49CFR 173.159(d)." At the present time, this is the ONLY battery which can be returned as a NON-hazardous part for shipping purposes. All other batteries must be returned as a hazardous material. The non-spillable batteries are labeled accordingly, and can be returned using the regular pre-paid UPS/ARS labels provided by the WPC.

IX. UPS Freight is to be used only for the hazardous items listed in this bulletin. Regular non-hazardous part requests being sent to the WPC which cannot be shipped via UPS ground must be shipped via Central Transport. Any deviations will be billed back to the Service Agents.

Important WPC Information to Remember
WPC Customer Assistance	248-371-9901/9902 Fax 248-371-9005.9905
E-Mail Address	[email protected]
Website	www.gmwpc.com
UPS	1-800-742-5877
Central Transport	1-800-462-6600

REPRODUCE LOCALLY WARRANTY PARTS CENTER SHIPPING LOG
All parts shipped to: GM Warranty Parts Center 45 Northpointe Drive Orion, MI 48359 (248)371-99001/9902 FAX: 248-371-9005 For status of shipments logon to www.gmwpc.com E-mail the WPC at [email protected]
SHIPMENT DATE	UPS/ARS TRACKING LABEL	REQUEST NUMBER
Form WPC007 Rev 08/07

Parts Waiver

DATE: _________/__________/________
SUBJECT: Parts Waiver
TO: Warranty Parts Center FAX: 248-371-9005/9905 E-mail: [email protected] Website: www.gmwpc.com Customer Assistance: 248-371-9901/02
We are unable to fulfill the Warranty Parts Center (WPC) request asking for parts replaced on behalf of General Motors Corporation for the following reason(s). _________________________________________________________________________________   _________________________________________________________________________________   _________________________________________________________________________________
IMPORTANT: Parts are to be sent ONLY to the WPC or released by the GM organizations listed below:    •  District Service Managers (DVM)/DSM/DSPM/    •  Brand Quality Managers    •  Service Operations TAC Liaison    •  Service Operations Field Service Engineer or Techline Specialist    •  24-hr CDP    •  Warranty Parts Center Manager Please remove the following from the outstanding request listing:
REQUEST NUMBER	_______________________________________________________
R.O. NUMBER	_______________________________________________________
SERVICE AGENT CODE	_______________________________________________________
SERVICE AGENT NAME	_______________________________________________________
SERVICE AGENT CITY, STATE	_______________________________________________________
SERVICE AGENT TELEPHONE	_______________________________________________________
SERVICE AGENT EMPLOYEE	Printed Name:_______________________________________________________   Signature_____________________________________________________
GM AUTHORIZED INDIVIDUAL GM EMPLOYEE PRINTED NAME: _______________________________________________________   GM EMPLOYEE TITLE: _______________________________________________________   GM EMPLOYEE SIGNATURE: _______________________________________________________   GM EMPLOYEE PHONE NUMBER: (____________)___________________________________________
PHONE NUMBER	_______________________________________________________
REPRODUCE LOCALLY FORM WPC006

Material Request

DATE: _________/__________/________
SUBJECT: Material Request
TO: Warranty Parts Center FAX: 248-371-9005/9905 E-mail: [email protected] Website: www.gmwpc.com Customer Assistance: 248-371-9901/02
Please mail the following WPC items to the Service Agent listed below:   Please indicate the number of packages needed.
WPC001	Plastic Packing Bags	_____________	(50 per Pkg.)
WPC002	UPS/ARS Shipping Labels (U.S. Service Agents only)	_____________	(50 per Pkg.)
Central Transport Bill of Lading (U.S. Service Agents only) (Maximum 5 per order)		_____________	(5 per Pkg.)
Warranty Parts Tags available through the GM DealerWorld Store @ gmdealerworld.com
Please Print Legibly
BUSINESS ASSOCIATE CODE	_____________________________________________________
SERVICE AGENT NAME	_____________________________________________________
ADDRESS (No P.O. Boxes)	_____________________________________________________
CITY, STATE	_____________________________________________________
ZIP CODE	_____________________________________________________
ATTENTION	_____________________________________________________
TELEPHONE	_____________________________________________________
REPRODUCE LOCALLY Form WPC005