SCB-14370

Page 5
September 2014
Bulletin No.: 14370
CSC-10056451-6691
September 2014
Dear General Motors Customer:
As the owner of a 2010-2011 Chevrolet Express or 2010-2011 GMC Savana equipped with the
6.6L Duramax diesel engine, your satisfaction with our product is very important to us.
This letter is intended to make you aware that some 2010-2011 Chevrolet Express and 2010-2011
GMC Savana vans equipped with the 6.6L Duramax diesel engine, may illuminate the MIL
(Malfunction Indicator Lamp) as a result of an EGR (Exhaust Gas Recirculation) cooler that is
plugged with carbon.
Do not take your vehicle to your GM dealer as a result of this letter unless you believe that
your vehicle has the condition as described above.
What We Have Done: General Motors is providing owners with additional protection for the
condition described above. If this condition occurs on your 2010-2011 Chevrolet Express or
2010-2011 GMC Savana within 10 years of the date your vehicle was originally placed in service
or 150,000 miles (240,000 km), whichever occurs first, the condition will be repaired for you at no
charge. Diagnosis or repair for conditions other than the condition described above is not
covered under this special coverage program.
What You Should Do: If you believe that your vehicle has the condition described above, repairs
and adjustments qualifying under this special coverage must be performed by a General Motors
dealer. You may want to contact your GM dealer to find out how long they will need to have your
vehicle so that you may schedule the appointment at a time that is convenient for you. This will
also allow your dealer to order parts if they are not already in stock. Keep this letter with your other
important glove box literature for future reference.
Reimbursement: If you have paid for repairs for the condition described in this letter, please
complete the enclosed reimbursement form and present it to your dealer with all required
documents. Working with your dealer will expedite your request, however, if this is not
convenient, you may mail the completed reimbursement form and all required documents to
Reimbursement Department, PO Box 33170, Detroit, MI 48232-5170. The completed form and
required documents must be presented to your dealer or received by the Reimbursement
Department by September 15, 2015, unless state law specifies a longer reimbursement period.
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
Chevrolet
GMC
Guam
Puerto Rico – English
Puerto Rico – Español
Virgin Islands
1-800-222-1020
1-800-462-8782
65-6267-1752
1-800-496-9992
1-800-496-9993
1-800-496-9994
Text Telephones
(TTY)
1-800-833-2438
1-888-889-2438
Page 6
September 2014
Bulletin No.: 14370
We are sorry for any inconvenience you may experience; however, we have taken this action in the
interest of your continued satisfaction with our products.
Jim Moloney
General Director,
Customer and Relationship Services
Enclosure
14370

Service Bulletin
Bulletin No.: 14370
Date: September 2014
SB-10056451-4732
SPECIAL COVERAGE
SUBJECT:
Special Coverage Adjustment – Plugged EGR Cooler
MODELS:
2010-2011 Chevrolet Express
2010-2011 GMC Savana
With 6.6L Diesel Engine (RPO LGH)
CONDITION
Some 2010-2011 Chevrolet Express and 2010-2011 GMC Savana vans with the 6.6L Duramax
Diesel Engine may illuminate the MIL (Malfunction Indicator Lamp) as a result of an EGR (Exhaust
Gas Recirculation) cooler that is plugged with carbon.
SPECIAL COVERAGE ADJUSTMENT
This special coverage covers the condition described above for a period of 10 years or 150,000
miles (240,000 km), whichever occurs first, from the date the vehicle was originally placed in service,
regardless of ownership.
Dealers are to replace the EGR cooler. The repairs will be made at no charge to the customer.
VEHICLES INVOLVED
All involved vehicles are identified by Vehicle Identification Number on the Applicable Warranties
section in GM Global Warranty Management system. Dealership service personnel should
always check this site to confirm vehicle involvement prior to beginning any required inspections
and/or repairs. It is important to routinely use this tool to verify eligibility because not all similar
vehicles may be involved regardless of description or option content.
Copyright 2014 General Motors. All Rights Reserved.
Page 2
September 2014
Bulletin No.: 14370
PART INFORMATION
Parts required to complete this special coverage are to be obtained from General Motors Customer
Care and Aftersales (GMCC&A).
Part Number
12656036
12631851
98070023
97368325
12346290 - US
10953464 - CA
Description
EGR Cooler
Turbo Air Inlet Clamp Seal
EGR Cooler to Exhaust Gas Recirc Valve Gasket
Intake Manifold Tube Gasket
Coolant, Engine (Dex-Cool)
(1 Gallon Container in US / 4 L Container in Canada)
Quantity/Ve
hicle
1
1
1
1
3.5
(Submit as
Net Item)
SERVICE PROCEDURE
1. Verify that the EGR cooler requires replacement to correct the MIL. Typically DTC P0401
will be stored as the result of a plugged EGR cooler. Refer to the appropriate diagnostic
information in SI.
 If the EGR cooler does NOT require replacement, no further action is required. Inform the
customer that any additional diagnosis and repairs are not covered under this special
coverage.
 If the EGR cooler requires replacement, refer to step 2 below.
2. Remove the EGR cooler. Refer to Exhaust Gas Recirculation Valve Cooler Replacement in
SI.
3. Install a new EGR cooler. Refer to Exhaust Gas Recirculation Valve Cooler Replacement in
SI.
CUSTOMER REIMBURSEMENT - For US
Customer requests for reimbursement of previously paid repairs to correct the condition described
in this bulletin are to be submitted to the dealer by September 15, 2015, unless otherwise specified
by state law. If this is not convenient for the customer, they may mail the completed Customer
Reimbursement Request Form and all required documents to the GM Customer Assistance Center.
Repairs must have occurred within the 10 years of the date the vehicle was originally placed in
service, or 150,000 miles, whichever occurs first.
All reasonable and customary costs to correct the condition described in this bulletin should
be considered for reimbursement. Any questions or concerns should be reviewed with your
GM representative prior to processing the request.
When a customer requests reimbursement, they must provide the following:



A completed Customer Reimbursement Request Form. This form is mailed to the customer
or can be obtained through GM GlobalConnect.
The name and address of the person who paid for the repair.
Paid receipt confirming the amount of the repair expense, a description of the repair, and
the person or entity performing the repair.
IMPORTANT: GM requires dealers to approve or deny a reimbursement request within 30 days of
receipt. If a reimbursement request is approved, the dealer should immediately issue a check to
Page 3
September 2014
Bulletin No.: 14370
the customer and submit an appropriate warranty transaction for the incurred expense. If a
reimbursement request is denied, the dealer MUST provide the customer with a clear and concise
explanation, in writing, as to why the request was denied. The bottom portion of the Customer
Reimbursement Request Form may be used for this purpose. If the denial was due to missing
documents, the customer can resubmit the request when the missing documents are obtained, as
long as it is still within the allowed reimbursement period.
Warranty transactions for customer reimbursement of previously paid repairs are to be submitted
as required by GM Global Warranty Management. Additional information can also be found in
Warranty Administration Bulletin 11-00-89-004.
CUSTOMER REIMBURSEMENT - For Canada and Export
Customer requests for reimbursement of previously paid repairs to correct the condition described
in this bulletin are to be submitted to the dealer prior to or by September 15, 2015. Repairs must
have occurred within the 10 years of the date the vehicle was originally placed in service, or 240,000
kilometers, whichever occurs first.
When a customer requests reimbursement, they must provide the following:
-
Proof of ownership at time of repair.
Original paid receipt confirming the amount of unreimbursed repair expense(s) (including
Service Contract deductibles), a description of the repair, and the person or entity performing
the repair.
All reasonable and customary costs to correct the condition described in this bulletin should be
considered for reimbursement. Any questions or concerns should be reviewed with your GM
representative prior to processing the request.
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 4
September 2014
Bulletin No.: 14370
WARRANTY TRANSACTION INFORMATION
Submit a transaction using the table below. All transactions should be submitted as a ZREG
transaction type, unless noted otherwise.
Note: To avoid having to "H" route the customer reimbursement for approval, it must be submitted
prior to the repair transaction.
Labor
Code
9900039
9900040
9900041
9900042
Description
Inspection/Diagnosis Only – Not Related to Special Coverage
EGR Cooler Replacement
Customer Reimbursement Approved
Customer Reimbursement Denied - For US dealers only
Labor
Time
0.3
7.9
0.2
0.1
Net
Item
N/A
*
**
N/A
*
The amount identified in “Net Item” should represent the actual sum total of the current
GMCC&A dealer net price for the coolant needed to perform the required repairs, not to exceed
$33.60 USD, 45.47 CAD, plus applicable Mark-Up or Landed Cost (for Export).
**
The amount identified in “Net Item” should represent the dollar amount reimbursed to the
customer.
CUSTOMER NOTIFICATION
General Motors will notify customers of this special coverage on their vehicles (see copy of typical
customer letter included with this bulletin - actual divisional letter may vary slightly).
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/retailer for information on
whether your vehicle may benefit from the information.
We Support
Voluntary Technician
Certification
Page 5
September 2014
Bulletin No.: 14370
September 2014
Dear General Motors Customer:
As the owner of a 2010-2011 Chevrolet Express or 2010-2011 GMC Savana equipped with the
6.6L Duramax diesel engine, your satisfaction with our product is very important to us.
This letter is intended to make you aware that some 2010-2011 Chevrolet Express and 2010-2011
GMC Savana vans equipped with the 6.6L Duramax diesel engine, may illuminate the MIL
(Malfunction Indicator Lamp) as a result of an EGR (Exhaust Gas Recirculation) cooler that is
plugged with carbon.
Do not take your vehicle to your GM dealer as a result of this letter unless you believe that
your vehicle has the condition as described above.
What We Have Done: General Motors is providing owners with additional protection for the
condition described above. If this condition occurs on your 2010-2011 Chevrolet Express or
2010-2011 GMC Savana within 10 years of the date your vehicle was originally placed in service
or 150,000 miles (240,000 km), whichever occurs first, the condition will be repaired for you at no
charge. Diagnosis or repair for conditions other than the condition described above is not
covered under this special coverage program.
What You Should Do: If you believe that your vehicle has the condition described above, repairs
and adjustments qualifying under this special coverage must be performed by a General Motors
dealer. You may want to contact your GM dealer to find out how long they will need to have your
vehicle so that you may schedule the appointment at a time that is convenient for you. This will
also allow your dealer to order parts if they are not already in stock. Keep this letter with your other
important glove box literature for future reference.
Reimbursement: If you have paid for repairs for the condition described in this letter, please
complete the enclosed reimbursement form and present it to your dealer with all required
documents. Working with your dealer will expedite your request, however, if this is not
convenient, you may mail the completed reimbursement form and all required documents to
Reimbursement Department, PO Box 33170, Detroit, MI 48232-5170. The completed form and
required documents must be presented to your dealer or received by the Reimbursement
Department by September 15, 2015, unless state law specifies a longer reimbursement period.
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
Chevrolet
GMC
Guam
Puerto Rico – English
Puerto Rico – Español
Virgin Islands
1-800-222-1020
1-800-462-8782
65-6267-1752
1-800-496-9992
1-800-496-9993
1-800-496-9994
Text Telephones
(TTY)
1-800-833-2438
1-888-889-2438
Page 6
September 2014
Bulletin No.: 14370
We are sorry for any inconvenience you may experience; however, we have taken this action in the
interest of your continued satisfaction with our products.
Jim Moloney
General Director,
Customer and Relationship Services
Enclosure
14370