N192218430

GLOBAL SAFETY FIELD INVESTIGATIONS
DCS5113
URGENT - DISTRIBUTE IMMEDIATELY
Date:
August 13, 2019
Subject: N192218430 - Customer Satisfaction Program
Incorrect OnStar Module
Models: 2015-2019 Various Makes and Models
Equipped with Vehicle Communication System OnStar (RPO UE1)
To:
All General Motors Dealers
General Motors is releasing Customer Satisfaction N192218430 today. The
total number of U.S. vehicles involved is approximately 96. Please see the
attached bulletin for details.
Customer Letter Mailing
The customer letter mailing will begin on August 26, 2019.
Global Warranty Management (GWM)
The Required Field Action section on the Investigate Vehicle History (IVH) screen will
be updated August 13, 2019. A list of involved vehicles is attached to this message.
Please hold all warranty transactions until IVH has been updated.
END OF MESSAGE
GLOBAL SAFETY FIELD INVESTIGATIONS
Customer Satisfaction Program
N192218430 Incorrect OnStar Module
Release Date:
Attention:
August 2019
Cadillac
Chevrolet
GMC
00
This program is in effect until August 31, 2021.
Enclave
Model Year
From
To
2018
2019
Encore
2017
2019
Envision
2017
2017
Regal
2017
2017
CT6
2017
2017
Escalade
2017
2017
XT5
2018
2019
XTS
2015
2015
XTS
2017
2017
Bolt EV
2019
2019
Colorado
2017
2018
Corvette
2019
2019
Cruze
2017
2018
Equinox
2018
2018
Malibu
2017
2018
Silverado LD
2017
2017
SS
2017
2017
Tahoe
2017
2017
Traverse
2018
2019
Volt
2018
2018
Acadia
2017
2019
Canyon
2018
2018
Sierra LD
2016
2016
Yukon XL
2016
2016
Make
Buick
Revision:
Model
RPO
UE1
Description
Communication System-Vehicle,
OnStar
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
During service, certain 2015-2019 model year various make and model vehicles equipped with OnStar
(RPO UE1), may have received an incorrect and partially programmed/configured replacement OnStar
module. This condition will disable certain OnStar features, including Remote Access (remote start, door
lock/unlock, etc.), Connected Access (vehicle diagnostics, dealer maintenance notification, etc.), and
Unlimited Access (Turn-by-Turn Navigation). The OnStar Safety & Security Plan (Automatic Crash
Response and Stolen Vehicle Assistance) is functional.
Dealers are to replace the OnStar module, program, confirm and register the new module correctly by
pushing the blue button for confirmation with an OnStar advisor.
Parts
Quantity
1
1
1
1
1
1
Part Name
Communication Interface Module
Communication Interface Module
Communication Interface Module
Communication Interface Module
Communication Interface Module
Communication Interface Module
Copyright 2019 General Motors. All Rights Reserved.
Part No.
84024907
84112849
84128418
84156558
84221924
84298328
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Customer Satisfaction Program
N192218430 Incorrect OnStar Module
Note: Use the VIN and the GM Electronic Parts Catalog (EPC) to determine which Communication Interface Module to
order.
The parts required for this program are on restriction and need to be obtained from an Electronic Service Center
(ESC). Please refer to your “involved vehicles listing” before ordering parts. These parts will be on Order Writing control
and all orders placed through GMCCA will cancel.
Important: Dealers should NOT contact SPAC for issues related to ESC parts.
If the dealer has a potential buyback due to a backordered part, the dealer MUST inform both the Electronic Service
Center (ESC) where they placed the order, and the District Manager Aftersales (DMA). The District Manager Aftersales
(DMA) should contact the appropriate supplier representative in the Electronic Service Center Dept. at GMCCA to initiate
the escalation process.
Warranty Information
Labor
Operation
9104589
9104590
9104591
Description
Communication Interface Module Replacement (Includes
reprogramming and setup)
Acadia (R/V Body)
Add: Power Liftgate
Acadia/Enclave (N Body)
Traverse
XT5
Bolt
Colorado/Canyon
SS
Corvette
Cruze
CT6
Encore
Envision
Equinox
Malibu
Regal
Sierra/Silverado
Tahoe/Suburban/Yukon
Escalade
Volt
XTS
Customer Reimbursement Approved
- For USA and Canada dealers only
Customer Reimbursement Denied – For USA dealers only
Labor
Time
1.0
0.2
0.6
0.4
2.4
0.7
1.1
0.8
0.8
0.6
0.9
1.2
1.0
0.6
0.4
0.7
0.5
0.6
0.9
0.5
0.9
N/A
N/A
Trans.
Type
ZFAT
Net
Item
N/A
ZFAT
*
ZFAT
**
Note: To avoid having to “H” route the customer reimbursement transaction for wholesale 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
Replace the Communication Interface Module. Refer to Communication Interface Module Replacement in SI.
•
Press the Blue OnStar button after module programming and configuration is complete and place a call to OnStar
to verify that the new module is working properly. You may need a clear line of sight to the sky if you are unable
to connect to OnStar in the shop. It is not necessary to complete this step a second time if you have already done
it once following SI for the vehicle you are programming.
Dealer Responsibility
All new, used, GM Certified Used, courtesy transportation vehicles, dealer shuttle vehicles, etc. in dealers' possession
and subject to this program must be held and inspected/repaired per the service procedure of this bulletin before
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Customer Satisfaction Program
N192218430 Incorrect OnStar Module
customers take possession of these vehicles. Involved vehicles must be held and not delivered to customers, dealertraded, 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 August 31, 2021. 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 August 31, 2021, 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 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.
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 program 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 August 31, 2020. 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
August 2019
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Customer Satisfaction Program
N192218430 Incorrect OnStar Module
This notice applies to your vehicle, VIN: ________________________________
Dear General Motors Customer:
We have learned that your 2015-2019 model year various make and model vehicle equipped with OnStar, may have
received an incorrect and partially programmed/configured replacement OnStar module. This condition will disable
certain OnStar features, including Remote Access (remote start, door lock/unlock, etc.), Connected Access (vehicle
diagnostics, dealer maintenance notification, etc.), and Unlimited Access (Turn-by-Turn Navigation). The OnStar Safety
& Security Plan (Automatic Crash Response and Stolen Vehicle Assistance) is functional.
Your satisfaction with your GM vehicle 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 replace the OnStar module, program, confirm and register the new module
correctly by pushing the blue button for confirmation with an OnStar advisor. This service will be performed for you at
no charge until August 31, 2021. 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. By scheduling an appointment, your dealer can ensure that the
necessary parts will be available on your scheduled appointment date.
Reimbursement: Even though you may have previously had repairs for this condition, you will still need to take your
vehicle to your dealer for additional repairs. If you have already 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 482325170. The completed form and required documents must be presented to your dealer or received by the
Reimbursement Department by August 31, 2020, 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
Buick
Cadillac
Chevrolet
GMC
Puerto Rico – English
Puerto Rico – Español
Virgin Islands
Number
1-800-521-7300
1-800-458-8006
1-800-222-1020
1-800-462-8782
1-800-496-9994
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
We truly appreciate you taking the time to update your vehicle as we know your time is valuable. 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.
Neelie O’Connor
Executive Director
North America Contact Center Operations
Enclosure
N192218430
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