Suspected Tampering

Back in July 2011, we published an article titled “Tamper Proofing Vehicles” that outlined efforts by some manufacturers to stem the tide of Lemon Law buybacks, particularly in California, but becoming more common across the country.

Although GM doesn’t have such a program in place, they do have a means of reporting suspected tampering, or vehicle modifications that could affect the vehicle’s performance—even reimbursing dealers for the time required to identify customer concerns directly related to tampering or modification—whether you repair the condition or not.

Bulletin #09-00-89-016A defines the process in detail and we wanted to outline the process.

First off, GM describes tampering as “causing intentional damage to a vehicle [that] is not covered under the terms of the GM New Vehicle Warranty.”  Examples include such things as:

  • Inducing electrical component and/or system failures
  • Disconnecting wires or connectors
  • Intentional contamination of fluids

Non-GM modifications that could result in non-warranty concerns include:

  • Installation of non-GM accessories
  • Installation of suspension lowering or lift kits
  • Installation of aftermarket tires and/or wheels
  • Installation of “power chips” and/or non-GM control module calibrations

Because of the serious nature of making accusations, if tampering and/or non-GM modifications are suspected as the direct cause of a customer concern, the dealer is directed to:

  • Thoroughly document the RO, including facts supporting the decision
  • Straight time must be documented and supported with time records
  • Documentation should include photographs as appropriate
  • Must notify factory rep of situation

Dealers are to use labor operation Z1111 with a base labor time of 0.2 hr.  Straight time, if required, is submitted in the OLH column. Parts and/or net items are not allowed.  All Z1111 claims require wholesale approval (H-routing).

If dealership management decides to perform repairs related to tampering or non-GM modifications, a separate job line must be submitted using the appropriate labor operation from the Labor Time Guide.

In those cases, dealers must handle it like any other non-warranty repair by flagging the transaction as a “Customer Enthusiasm” repair.

Z1111 becomes ingrained in the vehicle’s history and will alert other dealers to the suspected modifications or tampering.

If the dealership management team and your GM rep agree, there are provisions to initiate warranty block procedures addressed in section 1.4.14 of the P&P Manual.

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