1992 ROADSIDE SERVICE ENHANCEMENTS
SUBJECT. 1992 ROADSIDE SERVICE ENHANCEMENTS
All 1992 Cadillacs are now covered by an enhanced Roadside Service program. Three additional services will be offered: Emergency Road Service, Trip Interruption, and Trip Routing. This bulletin describes the dealer Procedures for Emergency Road Service and Trip interruption. The Trip Routing service will the provided to the customer by the Roadside Service Center.
Emergency Road Service:
Five types of Emergency Road Services are provided for the first 12 months/12,000 miles. Allante owners receive similar coverage under the Allante Assurance Plan. In unique situations where the Allante Assurance Plan does not provide coverage, the Roadside Service Emergency Road Service should be utilized for reimbursement.
Dealers have the option of providing these services using their Roadside Service truck or utilizing an outside service provider. When an outside service provider is utilized, provisions should be made to bill the dealership for the services. Customers within the coverage period should not be billed for these services. Each case must be documented on a separate repair order with the appropriate bills (outside service, tow, fuel, etc.) attached and the Roadside Service case number noted, when it is available.
Described below are the five Emergency Road Services and claim procedures:
o Towing: Towing is provided for any non-warranty situation (i.e., stuck in snow, accident, etc.). For claim submission use Labor Operation Z8012, failure code 99 and a net dollar amount. The original copy of the tow bill must be attached to the repair order. While there is no limitation on towing distance, the vehicle should be towed to the nearest service facility.
o Lock Out Assistance: Lock Out Assistance covers lost keys and keys locked in the car. If this service is performed by a Roadside Service dealer using their Roadside Service truck, the allowable charge is the normal $35 Roadside Service fee, one half hour labor at your current warranty labor rate, plus the Roadside Service 50% overtime premium, extended travel range allowance if applicable (defined as $1 per mile beyond 30 miles one way) and any applicable parts cost for replacement keys.
o If this service is performed by an outside service provider, the original copy of the bill must be attached to the repair order. For claim submission use Labor Operation Z9012, failure code 97 for service provided by dealer and failure code 98 for service provided by outside service, and a net dollar amount.
o Fuel Delivery: Fuel delivery covers any out-of-fuel situation and includes up to five gallons of fuel. If this service is performed by a Roadside Service dealer using their Roadside Service truck, the allowable charge is the normal $35 Roadside Service fee, one half hour labor at your current warranty labor rate, plus the Roadside Service 50% overtime premium, extended travel range allowance if applicable and the reasonable fuel costs.
If this service is performed by an outside service provider, the original copy of the bill must be attached to the repair order. For claim submission use Labor Operation Z8013, failure code 97 for service provided by dealer and failure code 98 for service provided by outside provider, and a net dollar amount.
o Battery Jump Start: Jump starts are covered for any non-warranty situation (i.e., lights left on, vehicle not started for long period of time, etc.). If this service is performed by a Roadside Service dealer using their Roadside Service truck, the allowable charge is the normal $35 Roadside Service fee, one half hour labor at your current warranty labor rate, plus the Roadside Service 50% overtime premium and extended travel range allowance if applicable.
o If this service is performed by an outside service provider, the original copy of the bill must be attached to the repair order. For claim submission use Labor Operation Z9014, failure code 97 for service provided by dealer and failure code 98 for service provided by outside provider, and a net dollar amount.
If the no start condition appears to be caused by a warranty failure, a diagnostic evaluation should be made, as well as any necessary repairs, and the claim submitted as a warranty item.
o Flat Tire Change: Flat tire changes, but not repair or tire replacements, are covered. Tire replacement/repair may be covered under the tire manufacturer's warranty. If this service is performed by a Roadside Service dealer using their Roadside Service truck, the allowable charge is the normal $35 Roadside Service fee, one half hour labor at your current warranty labor rate, plus the Roadside Service 50% overtime premium and extended travel range allowance if applicable.
If this service is performed by an outside service provider, the original copy of the bill must be attached to the repair order. For claim submission use Labor Operation Z9015, failure code 97 for service provided by dealer and failure code 98 for service provided by outside provider, and a net dollar amount.
Trip Interruption:
If a1992 model owner's trip is interrupted due to a warranty failure, the owner can be reimbursed for expenses incurred for hotel, meals, and rental car/taxi while the vehicle is being repaired. Roadside Service Trip Interruption reimbursement is provided for the first 12 months,/12,000 miles of ownership. In these situations, every effort should be made to repair the vehicle quickly to minimize owner inconvenience. Applicable repairs include any warrantable condition that renders the vehicle inoperable.
Reimbursements made at the time of the applicable warranty repair do not require a separate repair order. However, reimbursement subsequent to the warranty repair or provided by a dealer other than the servicing dealer will require a separate repair order. In either instance the claim should be submitted under Labor Operation Z8010, failure code 99 and a net dollar amount. If the reimbursement is done by a dealer other than the servicing dealer a copy of the warranty repair order, as well as all original receipts, must be attached to the repair order; and the claim must include the customer name, address, and the check number in the comments field of the claim detail. This is to be preceded by the letter CR for customer reimbursement.
Documentation supporting all Roadside Service enhancement claims must be maintained as described in section 1.6 of the Cadillac Service Policies and Procedures Manual. Attached is a summary of the claims submission procedures. Please review these procedures with all customer contact and warranty personnel. If you have questions, please contact your District Service Manager or Cadillac Roadside Service.
ROADSIDE SERVICE EMERGENCY ROAD SERVICE AND TRIP INTERRUPTION CLAIMS REIMBURSEMENT SUMMARY 1992 VEHICLES - 12 MONTHS/12,000 MILE COVERAGES -----------------------------------------------
Labor Failure Eligible Service Operation Code Reimbursement/Documentation ---------------------- --------- ----- ----------------------------- 1. Towing Z8011 99 Actual expense Documentation: Original tow company bill.
2. Lock Out Assistance: A. Roadside Service Dealer Z8012 97 1. $35 service charge (using Roadside vehicle) 2. 1/2 hour labor Plus 50% overtime premium 3. Key cost (if applicable) 4. Extend travel range allowance (if applicable) Documentation: Dealership repair order. B. Outside Service Z8012 98 Actual expense Documentation: Original service company bill 3. Fuel Delivery: A. Roadside Service Dealer Z8013 97 1. $35 service charge (using Roadside vehicle) 2. 1/2 hour labor plus 50% overtime premium 3. Fuel costs 4. Extend travel range allowance (if applicable) Documentation: Dealership repair order. B. Outside Service Z8013 98 Actual expense Documentation: Original service company bill
4. Battery Jump Starts: A. Roadside Service Dealer Z8014 97 1. $35 service charge (using Roadside vehicle) 2. 1/2 hour labor plus 50% overtime premium 3. Extend travel range allowance (if applicable) Documentation: Dealership repair order. B. Outside Service Z8014 98 Actual expense Documentation: Original service company bill
5. Flat Tire Change: A. Roadside Service Dealer Z8015 97 1. $35 service charge (using Roadside vehicle) 2. 1/2 hour labor plus 50% overtime premium 3. Extend travel range allowance (if applicable) Documentation: Dealership repair order. B. Outside Service Z8015 98 Actual expense Documentation: Original service company bill
6. Trip Interruption Z8010 99 Actual expense Documentation: 1. Original receipts 2. Copy of warranty repair order (when applicable) 3. Owner's name, address,and check number on claim
General Motors bulletins are intended for use by professional technicians, not a "do-it-yourselfer". They are written to inform those technicians of conditions that may occur on some vehicles, or to provide information that could assist in the proper service of a vehicle. Properly trained technicians have the equipment, tools, safety instructions and know-how to do a job properly and safely. If a condition is described, do not assume that the bulletin applies to your vehicle, or that your vehicle will have that condition. See a General Motors dealer servicing your brand of General Motors vehicle for information on whether your vehicle may benefit from the information.
