Thursday, 24 February 2011 17:52

Using Manufacturer TSBs and Recalls in Collision Shops

Written by Tom McGee

As I continue to visit collision repair facilities across the country, I see very few that are utilizing Technical Service Bulletins (TSBs) and recall notices in their business. These can be very important tools in the shop for a number of reasons. For example, vehicle manufacturers use technical service bulletins to update service information which can be beneficial when conducting repairs on a vehicle, post collision.

Collision repair facilities can use TSBs to diagnose problems on a vehicle that may not have been noticed by the vehicle owners prior to a collision. Regardless of whether it was caused by the collision damage, the vehicle owner would expect for your facility to make the repair and by having the TSB in hand, the repair would be relatively simple, rather than trying to track it down.

Use TSBs to upsell additional work while the vehicle is in your business. ALLDATA organizes TSBs by “Customer Interest.” These are bulletins that have symptoms that the vehicle owner can see, feel, hear, touch, or smell. Examples are wind noise, water leaks, console doors that don’t operate properly, glove box doors that fall open, etc. Generally, these types of problems annoy the vehicle owner, but they are not going to make a special trip, and not have access to their vehicle, to take it back to the dealer for correction. The great part with TSBs is they generally tell the shop the symptom, cause, correction, required parts, and sometimes the labor time. This is a great way for a collision repair business to add some additional revenue to the repair.

Recall notices are another key tool in collision repair facilities nowadays that are not being used to their full extent. Recall notices inform the vehicle owner of potential problems with their vehicle and if the vehicle owner is not aware of an issue when the vehicle comes into your shop, these notices can be a great way to boost the business’ credibility. Many times, a vehicle owner is not aware of recall due to a change in ownership in the vehicle and recalls can then be another way to separate your shop from the shop down the street that may not be using these to educate vehicle owners.

Below is an example of a problem that one of our customers encountered that was solved using a recall notice. The problem was not related to the collision, but was noticed once the collision repairs had been completed and the vehicle returned to the owner.
http://collision.alldata.com/alldata/article/display.action?componentId=610&iTypeId=100&vehicleId=42056&nonStandardId=783863&tocParent=true
2006 Pontiac G6 L4-2.4L VIN B

Lighting and Horns

TSB Title: 08317 02/10/2009 Recall - Brake Lamps Not Working Properly

# 08317: Product Safety - Brake Lamps Not Working Properly - (Feb 10, 2009)

Subject:
08317 -- Brake Lamps Not Working Properly

Models:
2005-2006 Pontiac G6

Condition
General Motors has decided that a defect, which relates to motor vehicle safety, exists in certain 2005-2006 model year Pontiac G6 vehicles. Some of these vehicles have a condition where the brake lamps may not operate properly because of fretting corrosion in a wiring connector. Fretting corrosion in the connector could cause the brake lamps to illuminate when the brake pedal has not been depressed, or the lamps may not illuminate when the brake pedal is depressed. In addition, the cruise control may not engage, or greater brake pedal force may be required to shift the vehicle out of PARK. Brake lamps that are not operating properly may not warn a driver in a following vehicle of the braking status and could lead to a crash without prior warning.

Correction
Dealers are to apply a dielectric lubricant to the connector to repair and prevent fretting corrosion.

Vehicles Involved
For dealers with involved vehicles, a listing with involved vehicles containing the complete vehicle identification number, customer name, and address information has been prepared and will be provided through the GM GlobalConnect Recall Reports. Dealers will not have a report available if they have no involved vehicles currently assigned.

The listing may contain customer names and addresses obtained from Motor Vehicle Registration Records. The use of such motor vehicle registration data for any purpose other than follow-up necessary to complete this recall is a violation of law in several states/provinces/countries. Accordingly, you are urged to limit the use of this report to the follow-up necessary to complete this recall.
Parts Information
Service Procedure
1. Remove the right side front floor console side trim panel to access the body control module (BCM).
2. Locate the C2 connector on the BCM.

3. Unlatch the C2 connector and disconnect the C2 connector from the BCM.
4. Apply dielectric lubricant on the BCM C2 pins (apply with a one-inch (25 mm) nylon bristle brush) on all the C2 connector pins. This will treat the pins against fretting corrosion.

5. Reconnect the C2 connector back on the BCM and re-latch.

6. Reinstall the right side front floor console side trim panel.

Customer Reimbursement - For US

All customer requests for reimbursement of previously paid repairs for the recall condition will be handled by the Customer Assistance Center, not by dealers.

Important:
(For GM US Only) Refer to the GM Service Policies and Procedures Manual, section 6.1.12, for specific procedures regarding customer reimbursement and the form.
Customer Reimbursement - For Canada

Customer requests for reimbursement of previously paid repairs for the recall condition are to be submitted to the dealer by February 28, 2010.

All reasonable customer paid receipts should be considered for reimbursement. The amount to be reimbursed will be limited to the amount the repair would have cost if completed by an authorized General Motors dealer.

When a customer requests reimbursement, they must provide the following:

^  Proof of ownership at time of repair.

^  Original paid receipt confirming the amount of repair expense(s) that were not reimbursed, a description of the repair, and the person or entity preforming the repair.

Claims for customer reimbursement on previously paid repairs are to be submitted as required by WINS.

Important:
Refer to the GM Service Policies and Procedures Manual, section 6.1.12, for specific procedures regarding customer reimbursement verification.

Courtesy Transportation
The General Motors Courtesy Transportation program is intended to minimize customer inconvenience when a vehicle requires a repair that is covered by the New Vehicle Limited Warranties. The availability of courtesy transportation to customers whose vehicles are within the warranty coverage period and involved in a product program is very important in maintaining customer satisfaction. Dealers are to ensure that these customers understand that shuttle service or some other form of courtesy transportation is available and will be provided at no charge. Dealers should refer to the General Motors Service Policies and Procedures Manual for Courtesy Transportation guidelines.
Claim Information

Customer Notification
General Motors will notify customers of this recall on their vehicle (see copy of customer letter in this bulletin).
Dealer Recall Responsibility - For US (US States, Territories, and
Possessions)

The US National Traffic and Motor Vehicle Safety Act provides that each vehicle that is subject to a recall of this type must be adequately repaired within a reasonable time after the customer has tendered it for repair. A failure to repair within sixty days after tender of a vehicle is prima facie evidence of failure to repair within a reasonable time. If the condition is not adequately repaired within a reasonable time, the customer may be entitled to an identical or reasonably equivalent vehicle at no charge or to a refund of the purchase price less a reasonable allowance for depreciation. To avoid having to provide these burdensome remedies, every effort must be made to promptly schedule an appointment with each customer and to repair their vehicle as soon as possible. In the recall notification letters, customers are told how to contact the US National Highway Traffic Safety Administration if the recall is not completed within a reasonable time.

Dealer Recall Responsibility - All

All unsold new vehicles in dealers' possession and subject to this recall must be held and inspected/repaired per the service procedure of this recall bulletin before customers take possession of these vehicles.

Dealers are to service all vehicles subject to this recall at no charge to customers, regardless of mileage, age of vehicle, or ownership, from this time forward.

Customers who have recently purchased vehicles sold from your vehicle inventory, and for which there is no customer information indicated on the dealer listing, are to be contacted by the dealer. Arrangements are to be made to make the required correction according to the instructions contained in this bulletin. A copy of the customer letter is shown in this bulletin for your use in contacting customers. Recall follow-up cards should not be used for this purpose, since the customer may not as yet have received the notification letter.

In summary, whenever a vehicle subject to this recall enters your vehicle inventory, or is in your dealership for service in the future, you must take the steps necessary to be sure the recall correction has been made before selling or releasing the vehicle.

© 2011 ALLDATA, LLC. All Rights Reserved. Terms of Use  (Version 2.0.10164)

For more information on OE repair information, please visit:
www.alldata.com/collision.

NOTE: This Repair/Service Procedure is excerpted from a recall notice published by the vehicle manufacturer, and is intended for use by trained, professional technicians with the knowledge, tools and equipment to do the job properly and safely. It is recommended that this procedure not be performed by “do-it-yourselfers.”

Read 2950 times Last modified on Thursday, 08 December 2016 23:23