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VIN F) Service Manual | Bulletins By Category | Warranty Administration | Document ID: 2260097
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#09-00-89-016: Warranty Administration - Labor Operation Z1111 - Suspected Tampering or Vehicle Modifications - (Mar 31, 2009)
Subject: Warranty Admin - Labor Operation Z1111 - Suspected Tampering or Vehicle Modifications
Models: 2010 and Prior Passenger Cars and Trucks (Including Saturn and Saab)
2010 and Prior HUMMER H2, H3
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The purpose of this warranty administration bulletin is to provide retail and wholesale service personnel with the policies/procedures and the warranty claims submission procedures that support the suspicion of tampering to a vehicle's electrical, chassis/body or propulsion system.
Labor Operation Z1111 - Suspected Tampering
Effective January 1, 2009 a new labor operation Z1111, Documentation of Vehicle Tampering or Non-GM Vehicle Modifications can be used to reimburse the dealership for the time used to identify and document customer concerns that the dealership has determined are the result of tampering or non-GM vehicle modifications to a vehicle.
Tampering is defined as causing intentional damage to a vehicle and is not covered under the terms of the GM New Vehicle Limited Warranty.
Tampering can include, but is not limited to:
• inducing an electrical components and/or system failures
• disconnecting wires or connectors
• intentional contamination of fluids
Non-GM vehicle modifications include, but are not limited to:
• installation of non-GM accessories
• installation of suspension lowering or lift kits
• installation of aftermarket tires and/or wheels
• installation of "power-up chip" and/or non-GM control module calibrations.
The new Z1111 labor operation is to be used to reimburse the dealership for identifying and documenting tampering or non-GM vehicle modifications. If tampering and/or non-GM vehicle modifications are suspected as the root cause for a customer's concerns, please follow the guidelines below:
• When the Z1111 labor operation is used, thoroughly document the repair order to support the use of the Z1111 labor operation. All straight time must be documented and verified.
• The Z1111 labor operation can be used independently.
• The repair order must be accurately documented with the facts supporting the condition, including photographs or other documentation as appropriate.
• Notify the District Service Manager (DVM) of the situation.
If the dealership management decides, in the interest of customer satisfaction, to perform repairs related to tampering or non-GM vehicle modifications, the repair order must clearly document that the work performed is not being done to correct a warrantable defect in material or workmanship.
Claims should be submitted using the appropriate labor operation and the dealer must use failure code 98 (Customer Satisfaction) or the Customer Satisfaction box in Global Warranty Management.
If additional time and/or parts are to be charged to GM, use the appropriate labor operation as if it were a defect in material or workmanship. When submitting such a claim, failure code 98 (Customer Satisfaction) must be used. All documentation must clearly indicate that these are not repairs performed under the terms of the New Vehicle Warranty.
Service management must be involved in any situation that would justify the use of labor operation Z1111 and all claims will have to be "H" routed to the District Service Manager for approval.
With the proper documentation, and with the assistance of your Zone Team members, it may be appropriate to initiate the Warranty Block procedures outlined in the GM Service Policy & Procedures Manual, section 1.4.14 (Voided Warranties and Branded Titles).
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