New TAC Response Requested Process

A new GM Technical Assistance Center (TAC) process has been implemented to ensure the customer is being considered when TAC is working in partnership with dealership technicians to repair customers’ vehicles.

 

 

 

Following Up with Technicians

With the customer in mind, TAC will follow up with technicians if there is not a response on an open TAC case to see if a customer’s vehicle is repaired. Here’s the process:

  • TAC cases are no longer automatically closed when there is not a response from the dealership after a TAC consultation.
  • Technician/Dealer response is required to close a TAC case. TAC now sends a follow-up email to the technician via Dealer Case Management (DCM) when there has not been any follow up from the dealership within 48 hours of the last TAC consultation. Technicians must call or reply within DCM to let TAC know if they need further assistance or if the customer’s concern has been resolved and the case can be closed.
  • For technicians who do not respond to this follow-up request within 24 hours, additional follow up will be made with a copy to the dealership Service Manager and District Manager Parts & Service (DMPS). Support is requested to ensure timely vehicle repairs and case closure.

The goal of this initiative is to ensure TAC is working in partnership with technicians to get every customer’s vehicle repaired in a timely manner.

The new TAC process was implemented on May 2, 2025.

 

– Thanks to Paul Bielecki

 

Updated May 29, 2025

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6 Comments

  1. GM is in the process of tightening up our parts issues and making changes to try to alleviate the wait as best we can by working with our partner suppliers.
    I can only agree with your statement and empathize with you for the difficulties you experience.
    Thank you for your feedback and please keep them coming.
    Aron Wilson – HFV6 Liaison and engine ETA
    General Motors Technical Assistance

  2. hard to repair vehicles in a timely manner when parts are usually on back order

  3. Used to be able to provide info/close tac cases right from GlobalConnect (Canada) Used to be great, type in the information in a couple minutes and done. How do you submit the info now as there is no way, do we really have to call in again ?

  4. Jonathan Walker says:

    Canadian TAC is long overdue for the Dealer Case Management system that the US has been using for years. Calling and waiting on hold is not efficient, and nobody is going to waste their time calling back to submit case closing information.

  5. Richard Mueller says:

    You took away the ability to see cases in Canada – when is this feature coming back or when is Canada gaining access to Dealer Case Management?

  6. Ernest L Guardarramas says:

    excellent , great idea. long over due

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