Questions + Answers

Incoming Dealer Questions & Answers

Posted by Cris Cruz on July 9, 2024 at 11:38am

 

Any NON-GM Warranty questions and/or concerns (including claim issues) - please have DEALER email New support line :

  • Dealersupport@gmprotection.com

Questions on how to operate the DRP and/or issues with functionality (i.e. Desking, CRM, Admin, etc):

  • Dealer Must Contact DRP3
  • 1-888-85-GMDRP
  • drpsupport@tekion.com
  • Within the DRP Sales Cloud – Chat Feature is 24/7 (located near the top right of the DRP screen)

 

Issues on DRP Inventory feed or eligibility:

  • Dealer must Contact DRP3
  • Dealer can use the DRP Sales Cloud – Chat

 

Issues on DRP Inspections and or Deals stuck in submitted:

  • Dealer must contact DRP3
  • Dealer can use DRP Sales Cloud – Chat

 

DWC Website Questions (CTA’s, Data Flow, Troubleshooting):

  • Dealer must contact DRP3
  • Dealer can contact DDPM
  • Dealer can also contact Website Provider

 

Questions on D2C2 (Functionality, Data Flow, Troubleshooting):

  • Dealer must Contact DRP3
  • Dealer can also contact d2c2@gm.com or 888-964-1709 (D2C2 Support)

 

Issues on Images on DWC and/or CarBravo Tier 3:

 

Issues on Pricing on website:

  • Dealer must Contact DRP3

 

Questions on incentives:

  • Dealer must fully review program details for that incentive and call/email the appropriate help desk listed in the program for questions.

 

Questions on Guaranteed Online Offer:

  • Dealer must contact their Open Lane rep
  • Dealer can email – Carbravo@openlane.com
  • Dealer should also complete the Center of Learning Course – CarBravo: Guaranteed Online Offer SSMCB.023W4

 

Questions on Vehicle Exchange Process:

  • Dealer should complete Center of Learning Course – CarBravo Vehicle Exchange Process SSMCB.023W3.
  • If a vehicle is exchanged, dealership will have to call DBC (888-468-7338) to request a return to stock on the vehicle they are taking back into inventory. (If reported using the Delivery Portal)
  • For steps on Return to Stock if reported in the DRP. – Dealer must contact DRP3

 

Dealer Questions/Issues on Warranty:

  • GM Vehicles. Claim Processing information, reject assistance, IVH, field actions, questions about Service Policy and Procedure – (888) 414-6322
  • NON-GM Vehicles. Claim processing information or general information on warranty for non-GM vehicles – Safeguard (833) 955-0051
  • Dealer may also contact District Service Manager

 

Central Stock Questions:

  • POPM responsibility
  • Dealer should complete Center of Learning course – CarBravo Central Stock SSMCB.022V4

 

Questions regarding CarBravo SFE:

  • Contact SFE Excellence Program HQ – (877) 401-6938

 

Issues/Questions regarding CarBravo BARS Billing:

  • Dealer or POPM can email CarBravo@GM.com. If a dealer is emailing them directly, make sure you ask to be copied on the email.

 

Questions regarding POS / 1store

 

Questions/Issues with Center of Learning:

  • Dealer must contact (888) 748-2697

 

CPO Questions:

  • Dealer must contact DBC (888-468-7338)
  • We can email Jim Bement.
  • Dealer can also review Certified Pre-Owned Resource Center (app in Global Connect)

 

Questions on changing Website tiles, drop downs, wording:

  • Dealer must contact DDPM
  • They can also contact DRP3
  • Or contact Website Provider

 

Questions on Asset Central:

  • Dealer must call their help desk (877) 277-2948

 

Questions on EarnPower:

  • Dealer must contact EarnPower help desk – (800) 637-3384
  • Or use Chat function within EarnPower

 

Questions on iMR:

  • Dealer must review iMR Guidelines
  • Dealer can call iMR Program HQ – (888) 463-6671 (option 2)

 

Dealer has any questions on Billing Statement:

  • Dealer must email CarBravo@gm.com
  • Ask to that they put their dealer name and BAC on subject line, and copy you too.

 

Dealer ask – Where can I go to see reported deliveries?

  • In the GM Excellence Executive Dashboard, under the SFE section, then the CarBravo sub-category. Click on the Monthly CarBravo Sales number.
  • OR - Managment Team should have access to "Maxis for Dealers" in Global Connect. It is the same Maixs report that we can pull, but for their dealer only. 
  • 3rd Option - POPM can send "Sales Detail" report from Maxis to the dealership with a specific time frame.

 

When will we get paid for the Bravorama incentives and where does it go to?

  • Generally incentives are paid within 45-60 days of the program ending. It's not uncommon for a delay though.
  • Any incentives paid to a delaership will be through BARS (Billing and Accounts Receivable System)
  • NOTE: This time frame and payout system is typical for all GM incentives, not only CarBravo.
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