GM Authorized Service 2 — Questions and Answers
Question 1: When a GM-certified technician encounters a warranty claim dispute with a customer, what is the recommended first step?
- Reject the claim immediately
- Document the issue and consult the GM warranty policy guide (Correct answer)
- Call the customer's insurance provider
- Replace all related components without investigation
Correct answer: Document the issue and consult the GM warranty policy guide
GM policy requires documentation and referencing the warranty guide before any decision on a disputed claim.
Question 2: Which GM system is used by authorized dealerships to access technical service bulletins (TSBs)?
- OnStar Connect
- GM Global Connect (GWM) (Correct answer)
- DealerTrack
- ServiceMaxx
Correct answer: GM Global Connect (GWM)
GM Global Connect (GWM) is the primary portal authorized dealers use to access TSBs, warranty information, and service procedures.
Question 3: Under GM's Courtesy Transportation Program, which of the following is the dealer's primary responsibility?
- Provide fuel for all loaner vehicles
- Ensure vehicles meet GM's minimum safety and condition standards (Correct answer)
- Offer only rental cars, not loaner vehicles
- Charge customers a daily fee for all courtesy vehicles
Correct answer: Ensure vehicles meet GM's minimum safety and condition standards
Authorized dealers must maintain courtesy transportation vehicles in safe, presentable condition per GM guidelines.
Question 4: What does the acronym 'RO' stand for in an authorized GM service department?
- Repair Order (Correct answer)
- Recall Operation
- Replacement Option
- Roadside Obligation
Correct answer: Repair Order
A Repair Order (RO) is the official document that tracks all work performed, parts used, and labor charges for a service visit.
Question 5: How long must an authorized GM dealership retain completed Repair Orders for warranty audit purposes?
- 6 months
- 1 year
- 5 years (Correct answer)
- 10 years
Correct answer: 5 years
GM requires authorized dealers to retain warranty-related Repair Orders for a minimum of 5 years for potential audit review.
Question 6: Which of the following best describes the purpose of a GM Pre-Delivery Inspection (PDI)?
- To assess trade-in vehicle value
- To verify a new vehicle meets GM quality standards before customer delivery (Correct answer)
- To perform emissions testing
- To install aftermarket accessories
Correct answer: To verify a new vehicle meets GM quality standards before customer delivery
The PDI ensures every new GM vehicle is inspected and prepared to factory standards prior to being delivered to the customer.
Question 7: When performing a GM warranty repair, which labor time source must an authorized technician use for claim submission?
- Flat Rate Manual only
- The technician's own time estimate
- GM's published labor time guide (e.g., GlobalConnect labor ops) (Correct answer)
- ALLDATA third-party times
Correct answer: GM's published labor time guide (e.g., GlobalConnect labor ops)
GM requires warranty labor times to be submitted using GM's official published labor operation times found through GlobalConnect.
GM Authorized Service 2
When a GM-certified technician encounters a warranty claim dispute with a customer, what is the recommended first step?