Document ID# 1492203
Warranty Admin. - GM New Vehicle Tire Warranty Program #00-03-10-003G - (Apr 8, 2004)
Table 1: Warranty Labor Codes and Times
Table 2: Tire Companies
GM New Vehicle Tire Warranty Program
1996-2005 Passenger Cars and Light Duty Trucks
2003-2005 HUMMER H2
"GM of Canada" and "IPC" dealers are not authorized to utilize this service bulletin.
This bulletin is being revised to change the labor operation time listed in the Submitting a Warranty Claim section. Please discard Corporate Bulletin Number 00-03-10-003F (Section 03 -- Suspension).
The following are some of the recent changes to the GM Tire Warranty program:
All replacement tires (except Dunlop, Hankook and Kumho tires) will be purchased through the GM Goodwrench Tire Program. Tires will no longer be provided on a "no charge" basis from the tire supplier.
The warranty claim will now include the mounting/balancing AND reimbursement for the replaced tire along with the dealer's normal warranty part mark-up for tire(s) purchased from SPO.
Warranty claims will not be processed until UPS picks up the replaced tire.
All tire warranty replacements should be made by a GM dealer. Tire adjustments made by a tire retailer may be subject to a mileage pro-rate charge.
The old Tire Requisition & Return form and paper peel and stick UPS labels will no longer be accepted for the tire warranty process.
The GTWC website must be used to obtain your Tire Return form and UPS e-Label for shipping the tire and pre-authorizing your warranty claim.
What Is Covered
Only Original Equipment (OE) tires are covered against defects in material and workmanship. OE tires will have a Tire Performance Criteria (TPC) number molded on the sidewall near the tire size. (Exceptions: Prizm, Vibe, Aveo and some Tracker models, do not use TPC tires, but are still covered.) Any replaced tire will continue to be covered for the remaining portion of the New Vehicle Warranty. Tires will be warranted without prorated charges for tread mileage.
Following expiration of GM's coverage, tires may continue to be warranted, on a pro-rated basis, by the tire manufacturer. Review the tire manufacturer's booklet (included as part of the glove box material).
What Is Not Covered
Non-original equipment tires (those without a TPC number molded on the sidewall except Prizm, Aveo Tracker and Vibe) are not covered.
Normal tire wear and wear out is not covered.
Road hazard is not covered. This includes punctures, cuts, impact breaks, etc. Road hazard is covered by the tire manufacturer on sealant and EMT (run flat) tires.
Damage due to misuse, negligence, lack of maintenance, alteration, racing and vandalism is not covered.
Global Tire Warranty & Claims Website
GM dealers are required to use the Global Tire Warranty & Claims (GTWC) website to electronically create the Tire Return Form and the UPS e-Label to return the replaced tire(s). Beginning January 27, 2003, the website will also be used to pre-approve the warranty claim once the replaced tire(s) have been picked up by UPS.
The GTWC website is designed to allow GM to collect and monitor data on tires being replaced on all GM vehicles, providing early detection of product concerns. In addition, the website provides a Tire Return Form and e-Label for returning the tire. The website does NOT order the tire.
Each replaced tire must be entered into the GTWC website. When there is more than one tire per vehicle, the additional information must be entered for each tire. To simplify the data entry, the website will populate common information when new screens are used, only the specific tire information will need to be entered. The GTWC system will generate a unique adjustment number for each tire.
A new element of the process is the pre-authorization of the warranty claim by the GTWC website. This will occur once the returned tire(s) are picked up and scanned by UPS. Warranty claims submitted prior to the tire being scanned will be returned. Accurate input of all data into the GTWC website will be required to validate (pre-authorize) the warranty claim. An incorrect VIN or RO number in the GTWC website will cause the warranty claim to reject.
Initiating a Tire Return Form and UPS e-Label
Users may access the GTWC system using any PC that can connect to the Internet. The minimum browser version required is Netscape 4.78 or Internet Explorer 5.0 (with Service Pack 2) or higher. Prior to calling the GTWC Help Desk, please make sure you are using a PC with the appropriate level of browser. Please note that you cannot access GTWC from GM ACCESS.
From Microsoft Internet Explorer (or Netscape), type in http://gtwc.gm.com
. You may also access this site from DealerWorld. Type in http://gm-dealerworld.com
. From the home page, scroll down to EXTERNAL LINKS (located on the left side of the screen). Click on "...more" to Open the EXTERNAL LINKS page. Click on "Global Tire Warranty" to access the GTWC website.
In the pop-up logon window, type your User ID (which is your Business Association Code) and your password (your initial password is the same as your User ID) and then click the OK button.
For security, each dealer is encouraged to change their password after they logon the first time. Click on "Change Password" from the upper right-hand menu bar and follow the instructions provided. Please note that passwords are case sensitive.
From the "Create New Adjustment" screen, select your GM Dealer Code from the drop-down menu.
Proceed through all three sections of the form, making your selections from drop-down menus, typing entries as required and pressing "populate" buttons where provided to auto-fill related data.
If you have more than one tire to replace for the same vehicle, from the Tire Information section of the form, select the "Next Tire Same Vehicle" button.
Confirm that you have entered the correct VIN and RO number before you select the "Submit" button (check this information by selecting the Vehicle Information tab of the form). An incorrect VIN or RO number submitted in the GTWC system will cause your warranty claim to reject.
When all tires for the same vehicle have been entered, you may press the "Submit" button to continue. A pop-up window will ask if all tires for this vehicle and Repair Order number have been entered. Select OK to continue.
A pop-up window will appear showing the completed Tire Return Form with a unique Adjustment Number at the top of each form. Print your form(s) from this window. Do NOT use the "Print Screen" function to print your forms.
Press "Print" to get a copy of the form(s) and the UPS shipping label(s) for each tire submitted. The form and the label must be attached to the tire (see "Returning Replaced Tires" section of this bulletin for more information).
When you close the Print window, a confirmation screen will appear which validates the GTWC form(s) have been submitted. From this screen, you may select "Create New Adjustment" to continue with another tire (different vehicle) or select "View Adjustment" to search for forms you have already submitted.
Using the search feature from the "View Adjustments" screen, a submitted Tire Return Form and its associated shipping label can be re-printed if necessary.
For assistance with the GTWC website, U.S. dealers should call 1-888-337-1010. Follow prompt #2 and then prompt #4 to get to the GTWC Level 1 Help Desk.
Obtaining New Tires
All tires must be ordered through the GM Goodwrench Tire Program. The only tires not currently available are Dunlop tires used on the Pontiac Vibe and Hankook and Kumho tires used on the Chevrolet Aveo. These tires must be purchased from a tire retailer.
GM dealership identifies the exact brand, size, load rating, speed rating and TPC spec number of the OE tire(s) being replaced.
GM dealership identifies the tire manufacturer's part number and the GM part number associated with the tire. If assistance is needed, please contact the GM Goodwrench Program Headquarters at 1-866-408-3564.
GM dealership orders the tires through the authorized local tire distributor. Inform the tire distributor that the tire(s) must be billed through the National account (GM Goodwrench Tire Program). The dealership six digit GM parts code is the designated "ship-to" code.
GM dealership must specify the EXACT size, load rating, speed rating and TPC spec number of the tire to be delivered.
The tire distributor delivers the tire(s) or the dealership arranges pick up of the tire(s). The dealership does not pay the tire distributor or issue a purchase order for the tire(s).
The tire distributor bills the tire manufacturer for the tire(s) delivered.
The tire manufacturer bills GMSPO (this step averages 7 to 15 days).
GMSPO bills the dealership on the next parts statement.
Returning Replaced Tires
All tires replaced under the New Vehicle Limited Bumper-to-Bumper Warranty must be returned immediately to the tire manufacturer by the dealership. The UPS e-Label generated from the GTWC website must be used to ship the tire back to the manufacturer. The UPS e-Label will have the unique Adjustment Number on it that matches the Tire Return Form for the tire. A copy of the Tire Return Form and the Repair Order must be attached to the tire. Please note that the tire(s) must be picked up and scanned by UPS before the warranty claim is submitted. Failure to do so will cause the claim to be returned. For UPS pick-up service assistance, use their toll-free number 1-800-PICK-UPS (1-800-742-5877).
The GM Warranty Parts Center (WPC) will NOT be requesting any tires. Do NOT hold tires anticipating they will be requested. Tires should not be held for Area Service Manager inspection unless specifically requested.
When returning tires, follow these steps:
Use a tire crayon to mark the tire indicating the reason for replacement or location of the defect.
A printed copy of the completed Tire Return Form (with the unique Adjustment Number shown at the top) AND a copy of the dealership repair order must be placed in an envelope and securely taped to EACH tire.
The UPS e-Label must be folded at the line indicated and securely attached to EACH tire being returned. THE BARCODE MUST BE VISIBLE. If the barcode cannot be read, the warranty claim will not be authorized.
Submitting a Warranty Claim
The warranty claim must include the normal claim information, RO, VIN, mileage etc. The VIN and RO must be correct and must have been correctly submitted into the GTWC website.
The correct manufacturer's labor code, see chart below or the Labor Time Guide (LTG), must be used.
The correct GMSPO tire part number must be included. Do not use the tire manufacturer's part number or the TPC number. The claim will be returned if submitted without the GMSPO part number. The normal part mark up can be included provided the tire is purchased from SPO. Allowable exceptions include a tire purchased from another dealer when the tire is not available from the GM Goodwrench Tire program. Tires, such as Dunlop, Hankook and Kumho, purchased directly from another source must be submitted as a net amount for the acquisition cost only.
See chart below for allowable labor times for tire R&R and mounting/balancing of the tire. These changes are the result of new time studies being handled by the GM Service Operations Group using the latest equipment readily available to all GM dealers and using air tools to R&R tire and wheel assemblies. They are effective upon receipt. All changes will appear in the next update of the Labor Time Guide.
A 0.3 hr administrative allowance should be added to the labor time. This allowance is for the time required to submit the information into the GTWC system and to return the tire. (The $25 handling fee is no longer allowed).
If the mounting and/or balancing is sublet, the actual charges should be submitted as a sublet. The amount cannot exceed the allowable labor time times the dealer labor rate.
As noted above, the warranty claim will be returned unless the tire(s) have been picked up by UPS. The claim should not be submitted until this occurs. The tire manufacturer labor operation numbers cannot be used without the pre-approval from the GTWC. The return code for claims submitted before the tire is picked up is LS - Labor Operation requires Wholesale approval. Do not "H" route these claims unless it is an add credit as noted in Step 7 or a policy claim noted in Step 8.
If there are additional parts or Other Labor Hours (OLH), they must be submitted as an add credit after the original claim is paid. These add credit claims must be "H" help routed to your Area Service Manager for approval. The reason for the additional credit must be noted in the comments section.
Policy claims beyond the new vehicle warranty should also be "H" routed to your Area Service Manager for approval along with the reason for the request in the comments section.
Dealers should not add any dealer authorization to the claim. This will cause the claim to be returned.
The VIN and RO on the warranty claim must match the GTWC claim. If they do not match, the warranty claim will be returned with the return code AF - Wholesale authorization not matched. If this occurs, verify the information is correct on the warranty claim. If the warranty information is correct, then the information submitted in the GTWC website is incorrect. In these cases, the warranty claim with the correct VIN and RO must be "H" routed to the Area Service Manager for approval along with an explanation in the comments section.