01-00-89-010J Comeback Prevention Information and Using Customer Concern Verification Sheets (CCVS) - (Nov 12 2012) Driveline Control 4WD Driveline Control - part 4
The Best Practices Service Strategy is a brief outline of the most important elementsto incorporate into the service department comeback prevention strategy.
Customer Concern Verification Sheets
The service advisor should complete the CCVS whenever the following occurs:On the first service visit, if the condition or concern is complicated, difficultor intermittent.On any subsequent visits for the same condition or concern.
Customer Dissatisfaction Due to a Normal Operating Characteristic
Compare the customer vehicle to a similar vehicle. If the customer is dissatisfiedwith the normal operating characteristic of the vehicle perform the following:U.S. dealers should create a Field Product Report (FPR). Refer to the latest versionof Corporate Bulletin Number 02-00-89-002: Information for Dealers on How to Submita Field Product Report (FPR) (U.S. Dealers Only).Canadian dealers should create a Product Information Report (PIR). Refer to the latestversion of Corporate Bulletin Number 10-00-89-006: Information for Dealers on Howto Submit a Product Information Report (PIR) (Canada Only).
Comeback Prevention Flowchart
Always refer to the comeback prevention flowchart for the proper detailed servicestrategy before performing any repairs.
If the vehicle is being serviced for the same customer concern, enter the informationin the comeback log.Use GlobalConnect/IVH to verify the number of repair attempts for a similar complaintand the number of days the vehicle was out of service. Notify the service managerof a second repair attempt.Notify the service manager of a third repair attempt and the District Manager Aftersales(DMA) and in Canada: The District Manager Customer Care and Service Process (DM-CCSP).The service department management must review the comeback log weekly to identifyany trends and to develop and implement the necessary corrective action plans.
Strategy Based Diagnosis
The goal of Strategy Based Diagnosis is to provide guidance when you create a planof action for each specific diagnostic situation. By following a similar plan foreach diagnostic situation, you will achieve maximum efficiency when diagnosing andrepairing vehicles.
Technical Assistance Center
General Motors Technical Assistance Center (TAC) no longer has model year limits onservice support. ALL GM vehicle model years are now service supported.