DealersEdge Professional Forums

We replaced an engine and turbocharger in a Cruze under warranty 2 weeks ago. GM paid the claim under warranty and accepted it. So once they have accepted and paid the claim then I can send engine and whatever other cores associated with it back for my core credit. I don't have much space in my department for cores so I have to move them once paid from gm. Well a week after gm paid the claim I sent the engine and turbo back. This was exactly 7 days ago. Now this morning I come in and they are calling for them back to WPC out of the blue.

Am I completely screwed here or do I have any options? My gm rep is useless for any help cause he never answers my calls or emails.

GM requires dealers to hold warranty parts for 15 days AFTER it has been paid. I would try to get ahold of the shipping company and offer to pay for the return shipping back to your dealership. I know it may be slightly costly but trust me its better than have to explain a debited claim.

Typically after you send a requested part back you just have your warranty admin submit for the core amount for both the turbo and engine core under net item to be reimbursed since you would have no core to send back to GM once they take it back to the WPC.

I believe you have to hold engines for 15-30 days after payment. You will have to call Hollingsworth core 877-888-1220 and have them put a hold on the core, if they haven't already processed it. You will then need to have it shipped back to you or the WPC. Call WPC and explain, they will have you fax all warranty paperwork and hopefully it will workout.

Copied from P&P manual. Page 63
"Effective May 2012, all warranty core parts except exchange components (ESC and BSC parts) must be returned to GM. Warranty claims may be voided if cores are not returned to GM/Hollingsworth Core Logistics. If no Warranty Parts Center return request is received, the warranty core must be shipped to Hollingsworth Core Logistics within 21 days. Warranty cores should be returned to Hollingsworth Core Logistics 72 hours after the Global Warranty Management (GWM) Transaction Summary is received showing payment of claim. The 15 day warranty retention period does not apply to warranty cores."

Contact the WPC and let them know you returned the core following GMs policies.

From P&P:

Effective May 2012, all warranty core parts except exchange components (ESC and BSC parts) must be returned to GM. Warranty claims may be voided if cores are not returned to GM/Hollingsworth Core Logistics. If no Warranty Parts Center return request is received, the warranty core must be shipped to Hollingsworth Core Logistics within 21 days. Warranty cores should be returned to Hollingsworth Core Logistics 72 hours after the Global Warranty Management (GWM) Transaction Summary is received showing payment of claim. The 15 day warranty retention period does not apply to warranty cores.

I actually just ran into this situation last week. I called my PDC and got who they sent it to. Once I got ahold of that place, they sent it to the WPC. I had to pay additional freight, but well worth it.

We just went through this exact scenario. Contact your DMA and get them involved. Your dealership is not liable, nor debited for failure to return. If in fact you hold it past 72 hours and GM did not issue a WPC return request within the 72 hours. Warranty parts returns are issued and paid via the service department. Service P&P manual trumps Parts P&P. I'd say good luck, but you don't need it.

Core Return Policies


Core Parts

Core parts ARE NOT to be sold by Service Agent for remanufacturing, rebuilding, or scrap without prior written consent from GM.

All Warranty core parts (except ESC parts) must be retained for 72 hours beyond receipt of the Transaction Summary showing credit. Service Agents must check for WPC requests through the Global Warranty Management system. If no WPC return request is received within 72 hours of the Service Agent receiving a GWM Transaction Summary Report showing credit, the specified core part must be shipped to the CCA Core Return Center within 21 days. Refer to WPC bulletin 99-00-89-019.

WPC requests for parts returns must be given priority over returnging to CCA Core Return Center. Core parts that are returned to the CCA Core Return Center prior to WPC parts request(s) will be debited.

Electronic Service Center (ESC) parts should be returned to the ESC within 30 days to receive core credit. See Article 2.6 for complete details. The WPC rarely requests ESC parts from Service Agents. Service Agents should return exchanged

units promptly to the ESC, and the WPC will obtain any ESC parts that are needed directly from the ESCs.





Here's what the bulletin states:
2. Parts Retention
ALL warranty failed parts must be retained for a minimum of 15 days in the U.S. (7 days in Canada) from the Transaction payment/process date before scrapping, unless ONE of the following occurs:

•A Part Return Request is received via notification on the Service Agent’s Global Warranty main page (most common), and/or by fax or e-mail in rare situations pertaining to launch exchanges
•A Special Part Return Request is received either via notification on the Service Agent’s Global Warranty main page (most common), and/or by fax or e-mail in rare situations pertaining to launch exchanges
•A part that has a core charge needs only be retained for 72 hours from the transaction payment/process date before returning to the core return center with the exception of the Electronic Service Center (ESC) parts, which can be sent back to the ESC immediately after replacement].
•Parts are scrapped by a GM representative
•Parts are taken from the Service Agent per the direction of a person listed on the Special Part Request and a completed Special Part Request was provided
•Service Agent is a Certified Elite Dealer (USA only - see below)
If the part is past the retention period and/or none of the above apply, parts must be scrapped/destroyed locally so they can never enter commerce. Parts with core charges should be returned to the appropriate core return center. Under NO CIRCUMSTANCES are warranty/policy parts to be sold for salvage value or installed on ANY vehicle sold at retail, wholesale or salvage, or used in ANY other application.

Certified Elite Service Agents - United States Only Elite Service Agents should refer to their “Certified Elite” letter, they received regarding exceptional performance in certain Fixed Operations metrics.

In our scenario, we only had to contact the Warranty Admin for GM and she took care of it. Thankfully, we did not have to go through the DM or any other hoops.