11-08-44-003A

File in Section:
Bulletin No.:
Service Bulletin
Date:
08 - Body and Accessories
11-08-44-003A
April, 2013
TECHNICAL
Subject:
Generation 9 OnStar® Modules Inoperative, Bluetooth Inoperative and Possible
Battery Discharge Condition (Replace OnStar® VCIM)
Models:
2011 Buick Enclave, LaCrosse, Lucerne, Regal
2011 Cadillac CTS Sedan, CTS Coupe, CTS Sport Wagon (Including V-Series)
2011 Cadillac DTS, Escalade Models, SRX
2011 Chevrolet Avalanche, Camaro, Cruze, Equinox, Express, Impala, Silverado,
Suburban, Tahoe, Traverse
2011 GMC Acadia, Savana, Sierra, Terrain, Yukon Models
All Equipped with OnStar® (RPO UE1)
This bulletin is being revised to update the Sample Customer Notification Letter. Please
discard Corporate Bulletin number 11-08-44-003 (Section 08 – Body and Accessories).
Condition
Important: This bulletin is being issued to provide the
dealers with information regarding a condition
pertaining to vehicles equipped with a Generation 9
OnStar® Vehicle Communication Interface
Module (VCIM).
Some customers may comment that they are not able
to contact the OnStar® Center and that the vehicle is
unable to make or receive OnStar® hands-free calls.
This condition also affects vehicles enrolled in OnStar®
vehicle diagnostics such that the monthly e-mail may
not be sent to the subscriber as scheduled. OnStar®
may also be unable to perform any outbound services,
such as door unlocks. In some instances, under certain
circumstances, a battery discharge condition may also
be experienced. Finally, if OnStar® controls the
Bluetooth functionality, it may be inoperative in addition
to the OnStar® not functioning properly.
Customer Notification
OnStar® will notify subscribers on a case-by-case
basis. OnStar® customer notification letters (shown
below) will include a reference to this bulletin. The
customer letter request they test the OnStar® system
by pressing the Blue and/or Red buttons. If the system
is successful in connecting to the OnStar® Call Center
NO further action is required, and the unit does NOT
require replacement. If the unit is unable to successfully
contact the OnStar® Call Center, the customer is
advised to contact their dealer for replacement.
Vehicle Identification Numbers (VINs) of customers
receiving letters will be included in the special part
ordering process noted below. Dealers attempting to
Copyright 2013 General Motors LLC. All Rights Reserved.
order units for vehicles not included in the special
ordering process will be referred to Technical
Assistance for aid in diagnosis of the vehicle concern.
Some customers may also be referred to the dealer by
OnStar® Technical Assistance following attempts to
resolve any of the listed concerns. Subscribers will be
directed to contact their GM dealer to schedule an
appointment to have the OnStar® VCIM replaced.
Sample Customer Notification Letter
Dear Customer Name
Our records indicate that the OnStar®1 system in your
vehicle may not be functioning properly. This situation
could affect our ability to provide safety and security
service to you, the Bluetooth connection to your
personal phone, and the life of your vehicle’s battery. In
order to avoid any inconvenience to you or loss of
OnStar® safety and security services, we recommend
that you immediately:
• Press your blue OnStar® button.
• If you connect to a live OnStar® advisor, then
there is no need for any further action.
• If your blue button does not connect to an
OnStar® advisor, try the red emergency button
(inform the Advisor that you don’t have an
emergency, but need OnStar® Technical
Assistance).
• If you can’t connect to OnStar® through either
button, please see your dealer; there may be a
problem with the OnStar® system in your vehicle.
Page 2
April, 2013
Simply contact any GM Dealership to schedule an
appointment for a no-cost repair. Please have your VIN,
mileage, and the Bulletin Number noted below. By
calling in advance, your dealer can have the
replacement part ready when you drop-off your vehicle.
• VIN: XXXXXXXXXXXXXXXXX
• Bulletin No.: XX-XX-XX-XXX
If you have any questions regarding this service letter,
please call us at 1.888.4.ONSTAR (1.888.466.7827)
and select Technical Assistance (please refer to this
letter and the Bulletin No. shown above).
We apologize for any inconvenience that this may
cause. Please know that your safety and security is our
priority.
Correction
In an effort to maintain the highest customer
satisfaction level, dealers are being urged to obtain the
necessary information from the customer (name, VIN,
odometer reading) to pre-order a replacement OnStar®
module, allowing for a single repair visit. Dealer
technicians should replace the OnStar® VCIM per the
applicable procedure outlined in the vehicle specific
Service Information. Refer to Communication Interface
Module Replacement in SI. Make sure to perform the
applicable module set-up and activation procedures.
Refer to Communication Interface Module
Programming and Setup in SI.
Parts Information
Important: FOR INVOLVED VEHICLES REQUIRING
A REPLACEMENT UNIT, DO NOT ORDER ONSTAR®
MODULES FROM GENERAL MOTORS SERVICE
AND PARTS OPERATIONS (GMSPO), SATURN
SERVICE PARTS OPERATION (SSPO) OR THE
TECHNICAL ASSISTANCE CENTER (TAC).
Bulletin No.: 11-08-44-003A
ONLY VEHICLES OF CUSTOMERS RECEIVING A
NOTICE REGARDING THIS CONDITION ARE
APPLICABLE TO THIS SPECIAL PART ORDERING
PROCESS.
ORDERS BEING PLACED FOR VEHICLES NOT
INVOLVED IN THIS CUSTOMER NOTIFICATION
PROCESS WILL BE REFERRED TO GM TECHNICAL
ASSISTANCE.
U.S.: OnStar® modules required for this procedure are
to be obtained by contacting Autocraft Electronics via
the web at www.autocraft.com and selecting the
catalog item that contains this bulletin number or by
calling 1-800-336-3998. The dealer must provide the
VIN, Repair Order (R.O.) number and the current
vehicle odometer reading.
Note: When ordering online, use the “No Power”
selection located on the Place Order page.
Canada: OnStar® modules required for this procedure
are to be obtained by contacting York Electronics at
1-800–361–2894 (Calgary Location) or 1-888-650-9675
(Oshawa Location). The dealer must provide the VIN,
R.O. number and the current odometer reading.
Warranty Information
For vehicles repaired under warranty, use the
applicable model-specific labor time.
Labor
Operation
R5143
Labor
Time
Description
Communication Interface
Module Replacement
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 equipment, tools, 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 GM dealer for information on whether your vehicle may benefit from the
information.
Use
Published
Labor
Operation
Time
WE SUPPORT VOLUNTARY
TECHNICIAN
CERTIFICATION