The GM Warranty Parts Center (WPC) requests the return of specific parts replaced at dealerships through the Global Warranty Management (GWM) system to better understand and help resolve product issues quickly. Returned parts are analyzed by Brand Quality, Engineering, Suppliers, Production Plant, Assembly Plant and Quality Management personnel to help identify the issue, determine the root cause, and implement a correction.
When returning items to the WPC, dealerships must properly package all requested parts and include the proper documentation for the repair. (Fig. 15) This includes draining all fluids and reattaching loose parts. The guidelines covered in Bulletin #99-00-89-019 must be followed for the proper preparation, shipping and packaging of all types of part being shipped (non-hazardous vs. hazmat/dangerous goods).
Fig. 15
New Parts Return Evaluation Feedback Process
A new WPC Parts Return Evaluation feedback process has been established to help dealerships understand the importance of proper packaging. As part of the new process:
- Dealerships will be notified by mail when parts requested for return are received with improper/unsafe packaging. (Fig. 16)
- A WPC Parts Return Evaluation feedback report, which includes photos of the concern, will be attached to the transaction in the GWM system under Attachments.
- Dealerships receiving three or more WPC Parts Return Evaluation feedbacks within six months will result in debits.
- Depending on the safety situation, the WPC may debit a claim for improper/unsafe packaging at any time.
Fig. 16
Identify Hazardous Materials
Some common automotive hazardous material examples include items such as air bags, seat belt pretensioners, brake boosters, compressed gas shocks and lifts, batteries (including lithium-ion and lithium-metal batteries), paint, adhesives, solvents, hazardous waste, and any part that comes in contact with flammable liquid (i.e., fuel).
For example, if a fuel line received from the parts warehouse is considered new and unused, it is not considered a hazmat material. However, if the same part has been installed in a vehicle and has been in contact with fuel, it is now considered a hazardous material and should be shipped under the 49 CFR Hazardous Material Regulations and shipped accordingly.
TIP: Do not ship high-voltage lithium-ion batteries to the WPC. The GM Battery Service Center provides return instructions with each lithium-ion battery section shipment. Refer to Bulletin #18-NA-236 for return instructions.
For 12V battery requests, use the battery box provided by the WPC to return the battery and ship as hazardous material (hazmat) using Central Transport.
Shipping Non-Hazmat/Non-Dangerous Goods
When shipping non-hazardous/non-dangerous goods to the WPC:
- Properly protect and package all returned parts in original CCA packaging so they are not damaged when received at the WPC. All parts should be returned to the WPC in original packaging. For example, with an engine assembly, the pallet and cardboard box are both necessary. The dealership will be debited (depending on the safety situation) for failure to return in a crate/box/container. Only use boxes without hazardous material marking and labeling to return non-hazardous material parts. Incorrect use of these boxes can cause delay in receiving at the WPC and may result in the transaction being debited.
- Parts containing or soaked by fluids, such as oil, must be thoroughly drained, wiped clean and placed in an appropriate packing container. Securely package the parts to prevent leakage or contamination. Transfer all caps and plugs from the new part to the replaced part before shipping. If parts are received at the WPC with fluids such as oil or fuel, the part will not be accepted as “Received” and the transaction will be debited.
- If the requested core parts are not returned to the WPC, the transaction will be debited.
Guidelines for Returning Parts
To prepare non-hazardous/non-dangerous goods for return to the WPC:
- Use a paint pen to clearly mark or circle the area of concern on the part, such as a leak, crack, premature wear or defect, in order for the area of concern to be easily identified.
- Ensure that the request being made is for the actual failed part; do not send a similar or new part.
- Do not remove any pieces from the part being sent back.
- When identifying parts, be sure to do so in an area that will not damage the part being sent back. For example, do not apply tape around door seals or stick moldings together.
- Return all parts together that are related to the repair procedure covered by the labor operation on the part return request. For example, a transaction for labor operation T5603 (replace 8 injectors) should have all 8 injectors returned under one part return request.
- Bundle together and ship all parts related to the specific labor operation being requested.
- Do not send multiple requests in the same box. Ship each individual request in a separate box with its unique GWM shipping label affixed on the top of the box and on one outward-facing side.
- Inside the package, include the GWM Parts Return shipping label, job card with technician comments, and other related documentation to allow parts to be successfully routed and analyzed.
- Highlight the Transaction Number and place the folded documentation in the plastic packing bag with the highlighted Transaction Number facing outward. This process will assist the WPC in handling and crediting the dealership for returning the part in a timely manner. The bag containing all documentation must be securely attached to the appropriate part. Plastic packing bags are available for the protection of the documentation to be included with the parts, consisting of legible copies or hard copy of the job card and the WPC request/shipping label).
- Whenever possible, the container from the new/replacement part should be used for the return of the failed part. 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.
- Band oversize or heavy components to a pallet when the original packaging is not available.
- 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 by using bubble wrap or other protective packing materials. Avoid using any absorbing material that may contaminate the part, such as loose clay absorbent products. Parts must not be shipped loose. It is important that parts arrive at the WPC in the same condition that they were in when removed from the vehicle. (Fig. 17)
Fig. 17
Shipping Engines and Transmissions
Engines that have been run or “hot tested” (i.e., had fuel in them) are considered hazardous material or dangerous goods. Before shipping an engine:
- Drain all fluids and transfer all shipping plugs from the service engine to the returning engine or cover open cavities with tape.
- Lower the engine into a plastic bag to ensure capture of any residual fluid leakage, place a drainage mat at the base of the original service engine shipping container (box or pod), and place the bagged engine into the original service engine shipping container. (Fig. 18)
Fig. 18
- Secure engines and transmissions in their original crate or cocoon using the bolts and straps provided. (Fig. 19)
- Attach all corresponding documentation before shipping.
Fig. 19
Engines returned exactly in this manner do not require any additional or special hazardous material packaging or labels (U.S. only).
Repair Order Details
Repair order, or job card, information is critical to analyzing product issues. The more detail that is included, the better the results. Documentation should include detailed information about the customer concern as well as all technician comments regarding the root cause of failure with document ID numbers, test results, diagnostic trouble codes, TAC case number, assembly serial numbers, measurements, and other data. In addition, details should be provided on any characteristics or symptoms of the fault along with operating conditions that were observed when the fault occurred, such as: scan tool data snapshot information, weather, temperature and altitude.
Also attach a scan tool data printout/snapshot, diagnostic worksheets and all substantiating service documents with the job card that is returned with the part. Be sure to include TAC and/or PQC case numbers. Documentation regarding GM representative involvement should be included as well.
Refer to Bulletins #99-00-89-019 and #24-NA-040 for more information on shipping parts to the WPC. In addition, the WPC – Dealer Packaging Instructions – Engines and Transmissions job aid is available on the Global Connect App Center under Service Forms.
– Thanks to Mark Kevnick
