GCUS-3-730

Customer Satisfaction Program
15806 – Instrument Panel Cluster Odometer Abnormal Increase at
Cranking
Reference Number:
GWM Number:
Attention:
Release Date:
Revision:
A170393
2015806
October 2016
00
This program is in effect until November 30, 2018.
Make
Chevrolet
Saturn
Model
Captiva
VUE
Model Year
From
To
2009
2015
2009
2010
RPO
Description
Involved vehicles are marked “open” on the Investigate Vehicle History screen in GM Global Warranty Management
system. This site should always be checked to confirm vehicle involvement prior to beginning any required inspections
and/or repairs.
Condition
Correction
Under certain conditions, a software error could cause the odometer value in 2009-2015 model year
Chevrolet Captiva and 2009-2010 model year Saturn VUE model vehicles to increase a small amount (a
fraction of a [mile/kilometer]) at startup. The impact of this potential error on the vehicle is minor—only
three occurrences in the field have been reported to GM out of a population of several hundred thousand
vehicles.
Reprogram the IPC software.
Parts
No parts are required for this repair.
Warranty Information
Labor
Operation
9102060
9102061
9102062
Description
Instrument Cluster Reprogramming with SPS
Customer Reimbursement Approved
- For USA and Canada dealers only
Customer Reimbursement Denied – For USA dealers only
Labor
Time
0.4
N/A
N/A
Trans.
Type
ZFAT
ZFAT
Net
Item
N/A
*
ZFAT
**
Note: To avoid having to “H” route the customer reimbursement for approval, it must be submitted prior to the repair
transaction.
*
For USA and Canada: Submit the dollar amount reimbursed to the customer in Net/Reimbursement. Submit $20.00
administrative allowance in Net/Admin Allowance.
**
Submit $10.00 administrative allowance in Net/Admin Allowance.
Service Procedure
Note: Carefully read and follow the instructions below.

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) with the calibration update. If you cannot access the calibration, call the Techline Customer
Support Center and it will be provided.

Do NOT program a control module unless directed to by a service procedure or a service bulletin. If the ECU
is not properly configured with the correct calibration software, the ECU will not control all of the vehicle features
properly.

Ensure the programming tool is equipped with the latest software and is securely connected to the data link
connector. If there is an interruption during programming, programming failure or control module damage may
occur.

Stable battery voltage is critical during programming. Any fluctuation, spiking, over voltage or loss of voltage
will interrupt programming. When required install the EL-49642 SPS Programming Support Tool to maintain
system voltage. If not available, connect a fully charged 12V jumper or booster pack disconnected from the AC
voltage supply. DO NOT connect a battery charger.

Turn OFF or disable systems that may put a load on the vehicles battery such as; interior lights, exterior lights
(including daytime running lights), HVAC, radio, etc.

During the programming procedure, follow the SPS prompts for the correct ignition switch position.
Copyright 2016 General Motors. All Rights Reserved.
Page 1 of 3
Customer Satisfaction Program
15806 – Instrument Panel Cluster Odometer Abnormal Increase at
Cranking

Clear DTCs after programming is complete. Clearing powertrain DTCs will set the Inspection/Maintenance
(I/M) system status indicators to NO.
1.
Install the EL-49642 SPS Programming Support Tool.
2.
Access the Service Programming System (SPS) and follow the on-screen instructions.
3.
On the SPS Supported Controllers screen, select: IPC Instrument Panel Cluster-Programming and follow the onscreen instructions.
4.
At the end of programming, choose the “Clear DTCs” function on the SPS screen.
Dealer Responsibility
All new, used, GM Certified Used, courtesy transportation vehicles, dealer shuttle vehicles, etc. in dealers' possession
and subject to this recall must be held and inspected/repaired per the service procedure of this bulletin before customers
take possession of these vehicles. Involved vehicles must be held and not delivered to customers, dealer-traded,
released to auction, used for demonstration, or any other purpose.
All GM Certified Used vehicles currently in the dealers’ inventory within the Certified Pre-Owned Inventory System
(CPOIS) will be de-certified and must be held and remedied per the service procedure in this bulletin. Upon submitting
an accepted/paid warranty transaction in the Global Warranty Management (GWM) system, the vehicle can be re-certified
for sale within the CPOIS system, or once again be used in the CTP program.
Dealers are to service all vehicles subject to this program at no charge to customers, regardless of mileage, age of vehicle,
or ownership, through November 30, 2018. 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 followup 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 November 30, 2018, you must take the steps necessary to be sure the program correction has been made before
selling or releasing the vehicle.
Dealer Reports
For dealers with involved vehicles, a listing with involved vehicles has been prepared and will be provided to U.S. and
Canadian dealers through the GM GlobalConnect Recall Reports, or sent directly to export dealers. 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 recall 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 recall.
Courtesy Transportation – For USA & Canada
Courtesy transportation is available for customers whose vehicles are involved in a product program and still within the
warranty coverage period. See General Motors Service Policies and Procedures Manual, Sections 1.4 and 6.1.10, for
courtesy transportation program details.
Customer Notification
USA & Canada - General Motors will notify customers of this recall on their vehicle (see copy of customer letter included
with this bulletin).
Customer Reimbursement
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 November 30, 2017. See General Motors Service Policies and Procedures
Manual, Section 6.1.11 – Product Field Action Customer Reimbursement Procedure (USA & Canada) or local Policies
and Procedures, for details.
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 2 of 3
Customer Satisfaction Program
15806 – Instrument Panel Cluster Odometer Abnormal Increase at
Cranking
November 2016
This notice applies to your vehicle, VIN: ________________________________
Dear General Motors Customer:
We have learned that, under certain conditions, a software error could cause your 2009-2015 model year Chevrolet
Captiva or 2009-2010 model year Saturn VUE vehicle’s odometer value to increase a small amount (a fraction of a
[mile/kilometer]) at startup. The impact of this potential error on your vehicle is minor—only three occurrences in the
field have been reported to GM out of a population of several hundred thousand vehicles.
Your satisfaction with your 2009-2015 model year Chevrolet Captiva or 2009-2010 model year Saturn VUE is very
important to us, so we are announcing a program to prevent this condition or, if it has occurred, to fix it.
What We Will Do: Your GM dealer will reprogram the IPC software. This service will be performed for you at no
charge until November 30, 2018. After that, any applicable warranty will apply.
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.
Reimbursement: Even though you may have already had repairs for this condition, you will still need to take your
vehicle to your dealer for additional repairs. 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 November 30, 2017, unless state law specifies a longer reimbursement period.
If you have any questions or concerns that your dealer is unable to resolve, please contact the appropriate Customer
Assistance Center at the number listed below.
Division
Chevrolet
Saturn
Puerto Rico – English
Puerto Rico – Español
Virgin Islands
Number
1-800-222-1020
1-800-553-6000
1-800-496-9992
1-800-496-9993
1-800-496-9994
Text Telephones (TTY)
1-800-833-2438
1-800-833-6000
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.
Terry M. Inch
Executive Director
Global Connected Customer Experience
Enclosure
15806
Page 3 of 3
GLOBAL SAFETY FIELD INVESTIGATIONS
DCS4222
URGENT - DISTRIBUTE IMMEDIATELY
Date:
October 20, 2016
Subject: 15806 - Customer Satisfaction Program
Instrument Panel Cluster Odometer Abnormal Increase at Cranking
Calibration Reinstated – Programming May Resume
Models: 2009-2015 Chevrolet Captiva
2009-2010 Saturn VUE
To:
All GM Dealers
On May 19, 2016, General Motors temporarily placed the reprogramming of
vehicles involved in Customer Satisfaction Program 15806 on hold due to a
possible anomaly found during the calibration testing that may have resulted in
the instrument panel cluster odometer not operating as intended.
The calibration file has now been updated and reinstated, and is available for
the reprogramming of vehicles to resume. Vehicles that were previously
reprogrammed before the suspension of this field action DO NOT require any
further repairs. Please see the attached bulletin for details.
Customer Letter Mailing
The customer letter mailing will begin in mid-November.
Global Warranty Management (GWM)
The Investigate Vehicle History (IVH) screen in the GWM system will be updated October
21, 2016. A revised list of involved vehicles in dealer new inventory is attached to this
message. Please hold all warranty transactions until the VIN appears in IVH.
END OF MESSAGE
GLOBAL SAFETY FIELD INVESTIGATIONS