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Chevrolet Equinox Service Manual: #02-00-89-002L: Information for Dealers/Technicians on When and How to Submit a Field Product Report (FPR) (U.S. Dealers Only) - (Oct 24, 2013)

Chevrolet Equinox Service Manual / Vehicle - General / #02-00-89-002L: Information for Dealers/Technicians on When and How to Submit a Field Product Report (FPR) (U.S. Dealers Only) - (Oct 24, 2013)

Subject:Information for Dealers/Technicians on When and How to Submit a Field Product Report(FPR) (U.S. Dealers Only)

#02-00-89-002L: Information for Dealers/Technicians on When and How to Submit a Field Product Report (FPR) (U.S. Dealers Only) - (Oct 24, 2013)

Models: 2014 and Prior GM Cars and Trucks
Attention: Canadian dealers should refer to the latest version of Corporate Bulletin Number 10-00-89-006.

This bulletin has been revised to add the 2014 model year and also provide updatedinformation on Field Product Reporting and how to use the new smart phone app to submita Field Product Report. Please discard Corporate Bulletin Number 02-00-89-002K.

Dealers/Technicians play a key role in reporting product issues via Field ProductReporting. The timeliness and detailed information in these reports proves to be areextremely important to the product problem resolution process. This bulletin willoffer information on when and how to submit a Field Product Report.

Submitting a Product Report

Field Product Reports are an important tool that help us collectively identify andquickly address emerging issues on our vehicles, particularly during the launch ofnew programs.

A good rule of thumb when considering when to submit a report is whether it meetsthe “3 Critical Points” below:

Critical Product Concern: Safety, no start, walk-home condition.

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Critical Timing: Safety Concern; Vehicle in dealership; Concerning plant build condition.

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Critical Information: More detailed information, including photos or videos can be provided to enhanceunderstanding of the issue.

In addition to the examples of critical conditions noted above, field product reportscan also be helpful for communicating:

Wire harness routing causing damage (Critical information communicated with photos)Emerging conditions that have required repetitive repairs with no apparent servicebulletin or PI (Critical Product Concern)Significant issues not typically submitted as a warranty claim (Critical Product Concernor Critical Information)Vehicle operating normally but condition unacceptable to the customerCritical issues found during PDI or with GM Accessories

Service Information (SI) Feedback, not Field Product Reports, should be submitted for the following:

Issues with Service Information (SI) repair informationIssues with the Technical Service or Preliminary Information BulletinIssues with the Labor Time Guide

Important:Do not include personal opinions in product reports. State only the facts.

New Field Product Report app

GM is now providing a New Field Product Reporting app titled “GM Field Product Reporter”that makes creating and submitting reports easier and faster.

This new app is free and available for use on Apple® and Android™ operating devices.Although optimized for phone use, the app can be used on tablets as well. The newapp can be found and downloaded from the Google Play™ Store (Android) and App Store(Apple). Please note that with the large variety of phones and operating systems,not all functionality will appear/operate the same on all devices.

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To utilize the new app:

Download the app on your device.Open the app.Login to the app by using your global connect ID and password.Enter the user profile information (Note: You will only be asked for the user profileinformation upon initial log-in. User profile information can be changed at any timeby going to the user profile screen available from the main menu).You are now ready to being using the app.

Other tips and notes:

You can take up to 6 photos and up to 30 seconds of video (includes audio).Fields highlighted on the app with a red asterisk are required.The Full VIN or last 8 of the VIN can be used (VIN confirmation and/or lookup fromlast 8 will occur on final step prior to submission of report).Once you select “Review/Email,” you will be given a vehicle choice if last 8 digitsof VIN were given and if more than 1 vehicle shares the last 8 VIN digits.After selecting “Review/Email” you will be presented with a choice as to which mailfunction to utilize to send the report (i.e. GMAIL) …. You must make a selection fromthe choices.Once you have made a selection, you will be taken to a screen that shows a previewof the report. From this window, You must select the send icon from the screen (i.e. do not use the your phone’s menu, backbutton, etc. as this will not send the report). The only way to send the report isto use the send icon from the touch screen. Note: This icon will vary depending onthe type of phone (i.e. it may bean arrow, a mail icon with an arrow underneath, etc).When sending, a report, all photos and videos will be deleted from the device. Ifyou wish to save a copy of your report or send to additional addresses, these addressescan be added at the “TO:” line on the top of the review screen.

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Steps to complete Field Product Report:

Dealership employee sees an issue with a GM product and would like to submit a ProductReport.Employee opens the application and logs in using their Global Connect ID.Employee enters the last 8 digits of VIN (or full VIN), Odometer, and Condition (asmandatory fields).

Note:VIN confirmation and/or lookup from last 8 will occur on final step prior to submissionof report.

Has the ability to enter additional information (Cause, Correction, RO#, TAC Case#,Part#).Has the ability to add photo(s) or a video to help describe the issue.Employee then taps “Review/Email” to send information to electronicproductreport@gm.com.Employee sees confirmation of successful submission.

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#02-00-89-002L: Information for Dealers/Technicians on When and How to Submit a Field Product Report (FPR) (U.S. Dealers Only) - (Oct 24, 2013)

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PRODUCT REPORT

VIN (last 8 lookup or full VIN - mandatory)Odometer (numbers - mandatory)Condition (text field - mandatory)Cause (text field)Correction (text field)

More Information expanded section

Job Card # (text field)TAC Case # (text field)Part # (numbers - provide scan here)Photo (max number = 6)Video (max duration = 30 Seconds)Review/Email (send to email with confirmation; potentially also copy sender’s email)Clear (clear current Product Report with confirmation)

Even though we are providing a new method to submit field product reports, they canstill be submitted electronically via email.

E-mail Field Product ReportFill out the form located on GM GlobalConnect – Service Workbench – Service Forms.E-mail the form to electronicproductreport@gm.com. Include any photos, videos or soundfiles.For photo advice, please refer to the latest version of Corporate Bulletin Number07-00-89-036.Field Product Report – Form (U.S.)

Field product reports should be e-mailed with following information. The form is alsoavailable on the GlobalConnect, Service Tab, Service Forms page.

Field Product Report

VIN (All 17 Digits)

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Mileage:

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Condition:

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Cause:

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Correction:

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Dealer BAC Code:

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Dealer Name:

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Dealer Address:

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Dealer Contact Name:

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Dealer E-mail Address:

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Repair Order Number:

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If Available — TAC Case#:

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If Available — Part Number:

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Digital Photos Available: ______ Yes ______ No

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Parts Available: ______ Yes ______ No

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E-mail All Product Reports to: electronicproductreport@gm.com

** Include Photos, Videos or Sound if Applicable **

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It is recommended that dealers make copies of the form above and supply all the informationbefore submitting the report.

GM bulletins are intended for use by professional technicians,NOT a "do-it-yourselfer".  They are written to inform thesetechnicians of conditions that may occur on some vehicles, or toprovide information that could assist in the proper service of avehicle.  Properly trained technicians have the equipment,tools, safety instructions, and know-how to do a job properly andsafely.  If a condition is described, DO NOT assume that thebulletin applies to your vehicle, or that your vehicle will havethat condition.  See your GM dealer for information on whetheryour vehicle may benefit from the information.

#02-00-89-002L: Information for Dealers/Technicians on When and How to Submit a Field Product Report (FPR) (U.S. Dealers Only) - (Oct 24, 2013)

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