20NA051

Bulletin No.:
Service Bulletin
Date:
20-NA-051
March, 2020
INFORMATION
Subject:
Alpine Radio Exchange Program
Brand:
Model:
Chevrolet
All Medium
Duty (LCF)
Model Year:
VIN:
from
to
2016
2020
from
Involved Region or Country
North America
Additional Options (RPOs)
Equipped with Alpine Bluetooth Radio
Engine:
Transmission:
All
All
to
Information
This bulletin outlines the procedures for using the
Alpine Exchange Program (the “Exchange Program”).
The Exchange Program must be used when any Alpine
radio covered by this bulletin is repaired under warranty
and may also be used for radio repairs not covered
under warranty. Contact Alpine directly for pricing and
payment methods applicable to radio repairs not
covered under warranty.
This bulletin applies to the following Alpine radio
models:
Alpine Radio Model No.
Radio Exchange Bank Stock
Description
CDE-143BT
Yes
AM/FM CD
iLX-207
Yes
AM/FM CD
HCE-C1100
Yes
Back Up Camera
Note: Alpine brand radios are easily identified by
the Alpine logo and model numbers imprinted on
their faceplates.
Audio System Troubleshooting
Many audio systems returned under warranty are later
determined to have had no defect. Please follow the
procedures outlined below for troubleshooting audio
system conditions. Refer to the Entertainment
sub-section of the applicable Workshop Manual for
further information.
Copyright 2020 General Motors LLC. All Rights Reserved.
General Audio
Intermittent Conditions (condition comes and goes)
• Ask the customer to identify the condition with
specificity (such as abnormal noise, failure in all
modes).
• Try to reproduce the intermittent condition,
duplicating similar road qualities under which the
customer experienced the condition.
Noisy Conditions
• Inspect for grounded antenna lead.
• Inspect for tight and secure battery terminals.
• Verify that the radio is chassis-grounded.
• Verify that the chassis harness is connected
securely to the radio.
Page 2
March, 2020
Radio Reception
Radio reception may be affected by factors other than
the radio or antenna, such as signal strength or
distance to the radio station. AM reception is very
sensitive to static from sources such as power lines,
traffic lights, electrical signs, electrical storms in the
area, and windshield wipers.
AM radio signals bend around obstacles and tend not
to be affected by tall buildings or mountains. As a
result, the range of an AM station may increase
dramatically and cause interference (station mixing)
between two stations that broadcast at the same
frequency from different locations.
If reception on AM stations is weak, substitute a test
antenna and lead. If reception continues to be weak,
replace the radio with an exchange unit from the
appropriate radio manufacturer.
FM radio signals can be blocked or reflected by tall
buildings and mountains. Sometimes the antenna picks
up a direct signal and a reflected signal at the same
time, causing a distorted sound.
If the customer complains of weak reception on FM
stations, check it in comparison to the reception on
another radio. If the other radio’s FM reception is
noticeably better, replace the radio with an exchange
unit. If reception is the substantially similar or the same,
explain or demonstrate the comparison results to the
customer.
No Sound from Radio
Check the condition of the fuses and replace any that
are non-functioning or burnt.
If only AM radio reception is dead, verify that the
antenna plug is good and repair or replace the antenna
plug if necessary. If the condition still exists, install a
test antenna. If AM reception is then normal, replace
the faulty antenna. If the condition still exists, replace
the radio.
Antenna
Fully extend and retract the antenna several times. If
the antenna does not extend and retract normally, clean
the antenna shaft and apply WD-40 lubricant or
equivalent.
Verify antenna operation and replace if necessary.
Pairing and Clearing Bluetooth
The radio can hold a maximum of three (3) paired
phones. If the radio is not accepting a pairing request –
a clearing command is needed to clear the previously
paired phones. Once the Bluetooth memory is cleared,
new phones may then be paired with the radio.
Bluetooth Functionality
Bulletin No.: 20-NA-051
Exchange Procedure (USA)
1. When a customer contacts the dealership
concerning a radio issue, the dealer must first use
standard troubleshooting procedures as outlined in
this bulletin to determine whether the source(s) of
the problem(s) is a speaker, antenna, power
supply, area reception or other non-radio condition
– as opposed to the radio itself.
If a CD is stuck in the unit, DO NOT attempt to
remove it. The radio manufacturer will return any
stuck CDs to your dealership.
Important: DO NOT CUT any wires when removing a
radio. Any CUT wires will VOID the warranty.
2. If after a proper diagnosis it is determined that the
radio is faulty, the dealer should document the
following information prior to contacting the radio
manufacturer.
2.1. Dealer name, address and dealer code
2.2. R.O. number
2.3. Vehicle Identification Number (VIN)
2.4. Vehicle delivery date
2.5. Vehicle mileage
2.6. Radio model number (see radio part number
label)
2.7. Description of failure (such as, CD won’t
eject, no illumination, reduced sound quality
and the like)
2.8. Customer name and address.
Call the Alpine Radio Factory Service Center
in Garden Grove, California with this
information or fax a completed copy of the
U.S.A. Warranty Exchange form found at the
end of this bulletin to the number shown in
step 5 below.
Note: DO NOT remove the faulty radio until you
receive a replacement unit.
After you receive the replacement radio from
the manufacturer, notify the customer to
schedule the installation of the (NEW)
exchange unit.
Important: The faulty radio MUST be sent back to the
manufacturer WITHIN 30 DAYS of the exchange unit’s
original shipment date to the dealer. Be sure your
customer returns promptly for installation. If the
customer cannot return for installation in time for you to
send back the failed radio within the 30-day period,
please ship the uninstalled (NEW) exchange unit back
to the manufacturer using the procedure outlined in
step 5 below and note on the claim invoice that the
customer did not return for the repair.
3. BEFORE replacing the radio, be sure that the
model numbers on the faulty (OLD) radio, the
(NEW) exchange unit and the claim invoice all
match. If the model numbers DO NOT match,
notify the radio manufacturer immediately.
4. After installing the new exchange unit, pack the old
faulty radio the same way the new exchange unit
was packed when you received it. Enclose a copy
of the claim invoice in the package containing the
faulty old radio.
Bulletin No.: 20-NA-051
March, 2020
Note: INCORRECT and/or DAMAGED radios
received by the manufacturer will be RETURNED to
the dealer with a chargeback. Additionally, the
following conditions are NOT WARRANTABLE:
• Damage from liquids (spills)
• Damage from attempted theft
• Modifications
• Any tampering with the sealed unit
5. As described on the claim invoice, use the
provided return label to return the old unit to the
radio manufacturer. Old units must be shipped
back to the radio manufacturer WITHIN THIRTY
(30) DAYS of the exchange unit’s original shipment
date. If the customer did not return for installation
within this time period, please ship the uninstalled
exchange unit back to the manufacturer and note
on the claim invoice that the customer did not
return for the repair.
Any units not returned within thirty days will appear
on the Dealer’s State of Account as a chargeback.
All chargebacks are considered FINAL,
regardless of whether or not the unit is eventually
returned.
Note: DO NOT send radios to Isuzu Commercial
Truck of America or AIPDN. Return ALL old units to
the following Alpine Radio factory service center
address.
Alpine Electronics OF America, Inc
2012 Abalone Ave., Unit D
Torrance, CA 90501
Tech Support: 800-788-2870
Email: [email protected]
Exchange Procedure (Canada)
1. When a customer contacts the dealership
concerning a radio issue, the dealer must first use
standard troubleshooting procedures as outlined in
this bulletin to determine whether the source(s) of
the problem(s) is a speaker, antenna, power
supply, area reception or other non-radio condition
– as opposed to the radio itself.
If a CD is stuck in the unit, DO NOT attempt to
remove it. The radio manufacturer will return any
stuck CDs to your dealership.
Important: DO NOT CUT any wires when removing a
radio. Any CUT wires will VOID the warranty.
2. If after a proper diagnosis it is determined that the
radio is faulty, the dealer should document the
following information prior to contacting the radio
manufacturer.
2.1. Dealer name, address and dealer code
2.2. R.O. number
2.3. Vehicle Identification Number (VIN)
2.4. Vehicle delivery date
2.5. Vehicle mileage
2.6. Radio model number (see radio part number
label)
Page 3
2.7. Description of failure (such as, CD won’t
eject, no illumination, reduced sound quality
and the like)
2.8. Customer name and address
In order to obtain an exchange unit, fax a
completed copy of the Alpine Canada Audio
Exchange form found at the end of this
bulletin to the Alpine Radio Factory Service
Center in Ontario Canada at the fax number
found in step 5 below.
Note: DO NOT remove the faulty radio until you
receive a replacement unit.
After you receive the replacement radio from
the manufacturer, notify the customer to
schedule the installation of the (NEW)
exchange unit.
Important: The faulty radio MUST be returned to the
manufacturer WITHIN 30 DAYS of the exchange unit’s
original shipment date to the dealer. Be sure your
customer returns promptly for installation. If the
customer cannot return for installation in time for you to
send back the failed radio within the 30-day period,
please ship the uninstalled (NEW) exchange unit back
to the manufacturer using the procedure outlined in
step 5 below and note on the claim invoice that the
customer did not return for the repair
3. BEFORE replacing the radio, be sure that the
model numbers on the faulty (OLD) radio, the
(NEW) exchange unit and the claim invoice all
match. If the model numbers DO NOT match,
notify the radio manufacturer immediately.
4. After installing the new exchange unit, pack the old
faulty radio the same way the new exchange unit
was packed when you received it. Enclose a copy
of the claim invoice in the package with the faulty
old radio.
Note: INCORRECT and/or DAMAGED radios
received by the manufacturer will be RETURNED to
the dealer with a chargeback. Additionally, the
following conditions are NOT WARRANTABLE:
• Damage from liquids (spills)
• Damage from attempted theft
• Modifications
• Any tampering with the sealed unit
5. As described on the claim invoice, use the
provided return label to return the old unit to the
radio manufacturer. Old units must be returned to
the radio manufacturer WITHIN THIRTY (30)
DAYS of the exchange unit original shipment date.
If the customer did not return for installation within
this time period, return the uninstalled exchange
unit and note on the claim invoice that the
customer did not return for the repair.
Any units not returned within thirty days will appear
on the Dealer’s State of Account as a chargeback.
Dealers will receive credit for any units returned
after a chargeback has been processed minus a
15% RESTOCKING FEE.
Page 4
March, 2020
Note: DO NOT send radios to Isuzu Commercial
Truck of America or AIPDN. Return ALL old units to
the following Alpine Canada Radio factory service
center address.
Gentec International
90 Royal Crest Court
Markham, Ontario, CANADA L3R 9X6
Main Phone Number: (905) 513-7733
E-mail: [email protected]
Bulletin No.: 20-NA-051
Bulletin No.: 20-NA-051
March, 2020
Page 5
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Page 6
March, 2020
Bulletin No.: 20-NA-051
5536376
Bulletin No.: 20-NA-051
March, 2020
Version
1
Modified
Released March 04, 2020
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.
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