Dealers abusing Sprint

[GMpartsLux]

Every now and then GM does something good. Not sure if you all seen this bulletin or not. Better late than never though.

​To Chevrolet, Buick, GMC and Cadillac U.S. Dealers:

The Service Parts Assistance Center (SPAC) team's mission is to resolve SPAC cases as quickly as possible, and one of the ways we do this is through the SPRINT process.

SPRINT (Service Parts Resolved In No Time) involves leveraging national GM Dealership and ACDelco Direct Account inventory to fill SPAC cases when parts are not available through normal Customer Care and Aftersales channels. SPRINT is especially critical as we continue to work to reduce our current exceptionally high number of total backorders.

Dealers are reimbursed by GM for the cost of the part plus 15% and shipping charges. There are two components of the SPRINT process; an automated portion involving the SPRINT D2DExpress system, and a manual portion involving SPAC agents. SPRINT D2DExpress is an effective automated tool to assist in backorder resolution. We appreciate Dealership participation in filling the backorders. This is a valuable resource for getting our customers back on the road.

Overall Dealer support for the SPRINT process has been very good, however, recently there have been cases where Dealerships may have inadvertently caused delays by accepting and then ultimately cancelling a SPRINT order. To address this concern, we are now monitoring SPRINT cancellation rates; Dealerships that continue to commit and then cancel at a high rate may be suspended temporarily from the SPRINT program or lose status as a D2DExpress Preferred Dealer. To reduce this potential, we are asking all Dealerships to review their current SPRINT processes and incorporate some of the best practices we have outlined below.

SPRINT Dealer Best Practices
•Verify that you have the part available for sale PRIOR to committing
•Verify the part you have is in salable condition
•Do not commit and then determine if you have the part

Upon committing to the case for local delivery:
•Prepare the part for drop off at the requesting dealer location

For parts that require shipping:
•Once you commit to shipping the part, LoopOne will be notified to send you a shipping label/tracking numbers via fax or email (based on how you set up your preferences in
•Complete the local delivery / shipment process by the end of day, or early the next morning
•Upon shipping or delivering the part, confirm the shipment is complete via the OEConnection portal. This step also triggers the financial transactions to complete the sale

Additional Information
For further information, please utilize the following support centers for specific questions related to SPRINT D2DExpress:
•SPAC (General assistance including labels): 855-GMCARES (855-462-2737)
•OEConnection Sales (enrollment assistance): 888-776-5792, ext. 3
•OEConnection Technical Support: 888-776-5792, ext. 2

Attached for your reference are program guidelines and other supporting documentation to help you ensure that all SPRINT orders arrive quickly in good saleable condition.

Thank you for your support of this important CCA initiative.

[X476]

I hope the guilty parties take note. And follow along.

[Denise Trimble]

I have accepted requests, only to find out the part has been superseded and the mgr. has updated inventory as the new #. I then call the dealer to confirm they still want it. If not, I cancel the commitment.

[Denise Trimble]

THEN THERE'S TODAY'S B.S.! I missed out on 30+ D2D sales because I had to send 2 drivers in different directions to pick up my parts left at other dealers by DLI! This left little time to monitor the requests on D2D!!!

[last8please]

don't see that this has gotten any better. Still get 3-4 a day that get filled and have tracking numbers only to scroll down a little further in the answerback to see it has been cancelled.

[PartScott]

don't see that this has gotten any better. Still get 3-4 a day that get filled and have tracking numbers only to scroll down a little further in the answerback to see it has been cancelled.

I have the opposite today. I had a SPAC case placed on Wednesday evening before we left for the day, came in yesterday and saw a pending shipment from another dealer. Yesterday evening, no different...still pending. This morning? You got it, still pending. Ran the tracking number on FedEx for grins and giggles..."On Vehicle For Delivery". Sure enough, it came in about 30 minutes later, but is still showing pending when I look at my SPAC cases.

[Zep33]

maybe you won't get billed

[bigmac]

How about parts plants abusing Sprint. We had a set of injectors (12692520) ordered on 5/21 SPAC case was picked up by the same dealer 3 or 4 times and cancelled each time. It was finally closed from 075 and a tracking number was given. Tracking number just showed created, nothing else. Waited a couple of days and called SPAC. Was given another tracking number showing it was received and signed for at another dealership. SPAC agent said to reorder and file a claim. I fussed but did reorder. After a week next SPAC case showed closed and coming out of 075. Waited a couple of days and still showed written to 075 but no shipping information. Called SPAC and the closed SPAC case was suddenly open again. Today it showed picked up by another dealer and actually came in.

[bentwrench54]

had a weird one a couple weeks ago. GM calls me looking for a HP fuel pump, and asks if I can ship Hazmat. I took the 49CFR course, so i was good or so i thought. i tell them to make sure that the sprint form has any required hazmat documentation with it.

they email me the sprint label, no hazmat paperwork. fuel pump is a class 9 hazmat according to the labelling on the box. fedex label is for express, which means air shipment.

fedex tells me that the 49CFR course only applies to ground shipment. i spent an hour on the phone between gm and fedex and i finally had enough and called gm back and told them i couldn't send the part out.

i wasn't just going to slap the label on the box and ship it without being 100% sure that we were legal in doing so.

[Parts007]

had a weird one a couple weeks ago. GM calls me looking for a HP fuel pump, and asks if I can ship Hazmat. I took the 49CFR course, so i was good or so i thought. i tell them to make sure that the sprint form has any required hazmat documentation with it.

they email me the sprint label, no hazmat paperwork. fuel pump is a class 9 hazmat according to the labelling on the box. fedex label is for express, which means air shipment.

fedex tells me that the 49CFR course only applies to ground shipment. i spent an hour on the phone between gm and fedex and i finally had enough and called gm back and told them i couldn't send the part out.

i wasn't just going to slap the label on the box and ship it without being 100% sure that we were legal in doing so.

Good call... Hazmat Air shipments means you will be on the DOT's radar. Even in the training it says not to ship hazmat air... Its just not worth it.