SB-10287-B

SB-10043854-6472
Bulletin No.: 10287B
Date: February 2012
Program Bulletin
CUSTOMER SATISFACTION PROGRAM
SUBJECT:
Premature Timing Chain Wear – Reprogram Engine Control Module
MODELS:
2009 Buick Enclave
2007-2009 Cadillac CTS, SRX, STS
2009 Chevrolet Traverse
2007 GMC Acadia
2009 GMC Acadia
2007 Saturn OUTLOOK
2009 Saturn OUTLOOK
Equipped with HFV6 Engine
The expiration date of this bulletin has been changed to May 31, 2012. Letters are being
mailed to customers to inform them of this change. Please discard all copies of bulletin
10287A, issued February 2011.
THIS PROGRAM IS IN EFFECT UNTIL MAY 31, 2012.
CONDITION
On certain 2007 model year GMC Acadia; Saturn OUTLOOK; 2007-2009 model year Cadillac
CTS, SRX, STS; 2009 model year Buick Enclave; Chevrolet Traverse; GMC Acadia; and Saturn
OUTLOOK vehicles equipped with a HFV6 engine, under certain driving conditions, and with
extended oil change intervals, the timing chain could wear prematurely and cause the
illumination of the Service Engine Soon light.
CORRECTION
Dealers are to reprogram the engine control module, including the engine oil life monitor.
Copyright 2012 General Motors. All Rights Reserved .
Page 2
February 2012
Bulletin No.: 10287B
VEHICLES INVOLVED
Involved are certain 2007 model year GMC Acadia; Saturn OUTLOOK; 2007-2009 model year
Cadillac CTS, SRX, STS; 2009 model year Buick Enclave; Chevrolet Traverse; GMC Acadia;
and Saturn OUTLOOK vehicles equipped with a HFV6 engine
Important: Dealers are to confirm vehicle eligibility prior to beginning repairs by using the
Required Field Actions section in the Global Warranty system.
For dealers with involved vehicles, a listing with involved vehicles containing the complete
vehicle identification number, customer name, and address information has been prepared and
will be provided to US and Canadian dealers through the GM GlobalConnect Recall Reports, or
sent directly to export dealers. Dealers will not have a report available if they have no involved
vehicles currently assigned.
The listing may contain customer names and addresses obtained from Motor Vehicle
Registration Records. The use of such motor vehicle registration data for any purpose other
than follow-up necessary to complete this program is a violation of law in several
states/provinces/countries. Accordingly, you are urged to limit the use of this report to the
follow-up necessary to complete this program.
PART INFORMATION
No parts are required for this program.
SERVICE PROCEDURE
Engine Control Module Programming (Cadillac Vehicles)
Do not attempt to order the calibration number from GM Customer Care and Aftersales. The
calibration numbers required for this service procedure are programmed into control modules
®
via a Multiple Diagnostic Interface (MDI) or Tech 2 and TIS2W EB with the calibration update.
®
When using a MDI or Tech 2 for reprogramming, ensure that it is updated with the latest
software version. Use TIS2WEB on or after 1/9/11 to obtain the calibration. If you cannot
access the calibration, call the Techline Customer Support Center and it will be provided.
For step-by-step programming instructions, please refer to SI and the Techline Information
System (TIS) terminal.
1. Capture and record Engine Oil Life information. Write down remaining oil life as a
percentage.
2. Verify that there is a battery charge of 12 to 15 volts. The battery must be able to maintain a
charge during programming. Only use an approved Midtronics® PSC 550 Battery
Maintainer (SPS Programming Support Tool EL-49642) or equivalent to maintain proper
battery voltage during programming.
3. Reprogram the engine control module (ECM). Refer to SI and Service Programming
System (SPS) documentation for programming instructions, if required.
®
3.1 Connect the MDI or Tech 2 to the vehicle. If using MDI, connect to programming
terminal with the cable (USB or LAN).
®
3.2 Select J2534 MDI or J2534 Tech 2 and Reprogram ECU from the Select Diagnostic
Tool and Programming Process screen.
Page 3
February 2012
Bulletin No.: 10287B
3.3 Select ECM Engine Control Module—Programming from the Supported Controllers
screen.
3.4 Follow the on-screen instructions.
®
4. Clear all DTCs using the Tech 2 or GDS.
5. Use a scan tool to reset the Engine Oil Life Remaining back to the original percentage
recorded before completing the programming event.
Note: If a programming failure occurs, refer to Engine Control Module Recovery Steps in this
bulletin.
Engine Control Module Recovery Steps
1.
Disconnect the programming device.
2.
Power down the control modules connected to the GMLAN bus by disconnecting the
positive battery cable for 2 minutes.
3.
Reconnect the positive battery cable.
4.
Determine which programming device will be used to perform the recovery steps.
If using MDI, connect to the programming station or Notebook using a cable (LAN).
Proceed to Step 5 and then Steps 6-8.
®
If using a Tech 2 proceed to Steps 6-8.
5.
Reboot the programming station or Notebook. This is to make sure nothing is in memory.
Note: Selecting Replace and Reprogram from the Select Diagnostic Tool and Process Screen
is REQUIRED because some of the calibrations may be erased from the initial attempt to
reprogram the module.
6.
Reprogram the engine control module. Select Replace and Reprogram from the Select
Diagnostic Tool and Process Screen.
7.
Follow the on-screen instructions to complete the programming event.
8.
Clear all DTCs using the Tech 2 or GDS.
®
Note: Repeat Steps 1-8 above IF another programming failure occurs. If the second attempt to
reprogram in unsuccessful when following the Steps 1-8 above, then contact Techline
Customer Support Center.
Page 4
February 2012
Bulletin No.: 10287B
SEQ Programming Sequence ECM/TCM (Buick Enclave, Chevrolet Traverse, GMC Acadia,
Saturn Outlook)
Do not attempt to order the calibration number from GM Customer Care and Aftersales. The
calibration numbers required for this service procedure are programmed into control modules
®
via a Multiple Diagnostic Interface (MDI) or Tech 2 and TIS2W EB with the calibration update.
®
When using a MDI or Tech 2 for reprogramming, ensure that it is updated with the latest
software version. Use TIS2WEB on or after 02/21/11 to obtain the calibration. If you cannot
access the calibration, call the Techline Customer Support Center and it will be provided.
For step-by-step programming instructions, please refer to SI and the Techline Information
System (TIS) terminal.
1. Capture and record Engine Oil Life information. Write down remaining oil life as a
percentage.
2. Verify that there is a battery charge of 12 to 15 volts. The battery must be able to maintain a
charge during programming. Only use an approved Midtronics® PSC 550 Battery
Maintainer (SPS Programming Support Tool EL-49642) or equivalent to maintain proper
battery voltage during programming.
3. Reprogram the engine control module (ECM) and transmission control module (TCM).
Refer to SI and Service Programming System (SPS) documentation for programming
instructions, if required.
®
3.1
Connect the MDI or Tech 2 to the vehicle. If using MDI, connect to programming
terminal with the cable (USB or LAN).
3.2
Select J2534 MDI or J2534 Tech 2 and Reprogram ECU from the Select Diagnostic
Tool and Programming Process screen.
3.3
Select SEQ Programming Sequence ECM/TCM from the Supported Controllers
screen.
3.4
Follow the on-screen instructions.
®
®
4. Clear all DTCs using the Tech 2 or GDS.
5. Use a scan tool to reset the Engine Oil Life Remaining back to the original percentage
recorded before completing the programming event.
COURTESY TRANSPORTATION – For US and Canada
The General Motors Courtesy Transportation program is intended to minimize customer
inconvenience when a vehicle requires a repair that is covered by the New Vehicle Limited
Warranties. The availability of courtesy transportation to customers whose vehicles are within
the warranty coverage period and involved in a product program is very important in maintaining
customer satisfaction. Dealers are to ensure that these customers understand that shuttle
service or some other form of courtesy transportation is available and will be provided at no
charge. Dealers should refer to the General Motors Service Policies and Procedures Manual
for Courtesy Transportation guidelines.
Page 5
February 2012
Bulletin No.: 10287B
WARRANTY TRANSACTION INFORMATION
Submit a transaction using the table below.
Labor
Code
V2385
Description
Reprogram ECM
Labor
Time
0.4
CUSTOMER NOTIFICATION – For US and Canada
General Motors will notify customers of this program on their vehicle (see copy of customer
letter included with this bulletin).
CUSTOMER NOTIFICATION – For Export
Letters will be sent to known owners of record located within areas covered by the US National
Traffic and Motor Vehicle Safety Act. For owners outside these areas, dealers should notify
customers using the attached sample letter.
DEALER PROGRAM RESPONSIBILITY
All unsold new vehicles in dealers' possession and subject to this program must be held and
inspected/repaired per the service procedure of this program bulletin before customers take
possession of these vehicles. Dealers are to service all vehicles subject to this program at no
charge to customers, regardless of mileage, age of vehicle, or ownership, through May 31,
2012.
Customers who have recently purchased vehicles sold from your vehicle inventory, and for
which there is no customer information indicated on the involved vehicle listing, are to be
contacted by the dealer. Arrangements are to be made to make the required correction
according to the instructions contained in this bulletin. A copy of the customer letter is provided
in this bulletin for your use in contacting customers. Program follow-up cards should not be
used for this purpose, since the customer may not as yet have received the notification letter.
In summary, whenever a vehicle subject to this program enters your vehicle inventory, or is in
your facility for service through May 31, 2012, you must take the steps necessary to be sure the
program correction has been made before selling or releasing the vehicle.
GM bulletins are intended for use by professional technicians, NOT a "do-it-yourselfer". They are written to inform these technicians of
conditions that may occur on some vehicles, or to provide information that could assist in the proper service of a vehicle. Properly trained
technicians have the tools, equipment, safety instructions, and know-how to do a job properly and safely. If a condition is described, DO NOT
assume that the bulletin applies to your vehicle, or that your vehicle will have that condition. See your dealer for information on whether your
vehicle may benefit from the information.
We Support
Voluntary
Technician
Certification
Page 6
February 2012
Bulletin No.: 10287B
Revised letter sent to customers who have not had
this program performed on their vehicle.
February 2012
Dear General Motors Customer:
General Motors is very interested in your satisfaction with your vehicle. Our records indicate
that your 2007 model year Cadillac CTS, SRX, STS: GMC Acadia; or Saturn OUTLOOK vehicle
is included in Customer Satisfaction Program 10287; however, your vehicle has not had the
necessary repairs.
We have determined that under certain driving conditions, and with your vehicle's original oil
change intervals, the timing chain could wear prematurely and cause the illumination of the
Service Engine Soon light. Timing chain wear can be affected by the age of the engine oil and
driving conditions.
What We Will Do: Your GM dealer will change the calibration of the engine control module,
including the engine oil life monitor, which in most cases will recommend more frequent oil
changes.
In our previous letter to you, we asked you to have your vehicle serviced by February 28, 2013.
We have received new information that indicates the sooner your vehicle receives this
new calibration, the more effective it will be.
Because of this new information, we are requesting that you bring your vehicle in for this
service as soon as possible but no later than May 31, 2012. This service will be performed
for you at no charge.
What You Should Do: To limit any possible inconvenience, we recommend that you contact
your dealer as soon as possible to schedule an appointment for this repair. Failure to complete
this repair by May 31, 2012, may affect your eligibility for future repair coverage for the timing
chain.
If you have any questions or need any assistance, just contact your dealer or the appropriate
Customer Assistance Center at the number listed below.
Division
Number
Buick
Cadillac
Chevrolet
GMC
Saturn
Guam
Puerto Rico – English
Puerto Rico – Español
Virgin Islands
1-866-608-8080
1-866-982-2339
1-800-630-2438
1-866-996-9463
1-800-972-8876
1-671-648-8450
1-800-496-9992
1-800-496-9993
1-800-496-9994
Text Telephones
(TTY)
1-800-832-8425
1-800-833-2622
1-800-833-2438
1-800-462-8583
1-800-833-6000
Page 7
February 2012
Bulletin No.: 10287B
We sincerely regret any inconvenience or concern that this situation may cause you. We want
you to know that we will do our best, throughout your ownership experience, to ensure that your
GM vehicle provides you many miles of enjoyable driving.
Jim Moloney
General Director,
Customer and Relationship Services
10287

CSC-10043854-5501
February 2012
Page 6
Bulletin No.: 10287B
Revised letter sent to customers who have not had
this program performed on their vehicle.
February 2012
Dear General Motors Customer:
General Motors is very interested in your satisfaction with your vehicle. Our records indicate
that your 2007 model year Cadillac CTS, SRX, STS: GMC Acadia; or Saturn OUTLOOK vehicle
is included in Customer Satisfaction Program 10287; however, your vehicle has not had the
necessary repairs.
We have determined that under certain driving conditions, and with your vehicle's original oil
change intervals, the timing chain could wear prematurely and cause the illumination of the
Service Engine Soon light. Timing chain wear can be affected by the age of the engine oil and
driving conditions.
What We Will Do: Your GM dealer will change the calibration of the engine control module,
including the engine oil life monitor, which in most cases will recommend more frequent oil
changes.
In our previous letter to you, we asked you to have your vehicle serviced by February 28, 2013.
We have received new information that indicates the sooner your vehicle receives this
new calibration, the more effective it will be.
Because of this new information, we are requesting that you bring your vehicle in for this
service as soon as possible but no later than May 31, 2012. This service will be performed
for you at no charge.
What You Should Do: To limit any possible inconvenience, we recommend that you contact
your dealer as soon as possible to schedule an appointment for this repair. Failure to complete
this repair by May 31, 2012, may affect your eligibility for future repair coverage for the timing
chain.
If you have any questions or need any assistance, just contact your dealer or the appropriate
Customer Assistance Center at the number listed below.
Division
Number
Buick
Cadillac
Chevrolet
GMC
Saturn
Guam
Puerto Rico – English
Puerto Rico – Español
Virgin Islands
1-866-608-8080
1-866-982-2339
1-800-630-2438
1-866-996-9463
1-800-972-8876
1-671-648-8450
1-800-496-9992
1-800-496-9993
1-800-496-9994
Text Telephones
(TTY)
1-800-832-8425
1-800-833-2622
1-800-833-2438
1-800-462-8583
1-800-833-6000
Page 7
February 2012
Bulletin No.: 10287B
We sincerely regret any inconvenience or concern that this situation may cause you. We want
you to know that we will do our best, throughout your ownership experience, to ensure that your
GM vehicle provides you many miles of enjoyable driving.
Jim Moloney
General Director,
Customer and Relationship Services
10287