N202299830

GLOBAL SAFETY FIELD INVESTIGATIONS
DCS5428
URGENT - DISTRIBUTE IMMEDIATELY
Date:
June 11, 2020
Subject: N202299830 - Customer Satisfaction Program
PTO Disabled Due To Engine Shutdown
Models: 2019 – 2020 Chevrolet Silverado 4500HD/5500HD/6500HD
To:
All General Motors Medium Duty Dealers
General Motors is releasing Customer Satisfaction Program N202299830
today. The total number of U.S. vehicles involved is approximately 212.
Please see the attached bulletin for details.
Customer Letter Mailing
The customer letter mailing will begin on June 25, 2020.
Global Warranty Management (GWM)
The Required Field Action section on the Investigate Vehicle History (IVH) screen will
be updated June 12, 2020 or sooner. A list of involved vehicles in dealer new inventory
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
N202299830 PTO Disabled Due To Engine Shutdown
Release Date:
Attention:
June 2020
Revision:
00
All involved vehicles that are in dealer inventory must be held and not delivered to customers, dealer
traded, or used for demonstration purposes until the repair contained in this bulletin has been performed
on the vehicle.
ONLY Chevrolet Medium Duty dealers can complete this recall repair.
This program is in effect until June 30, 2022.
Make
Model
Silverado
4500HD/5500HD/6500HD
Chevrolet
Model Year
From
To
2019
RPO
Description
2020
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
Certain 2019 – 2020 model year Chevrolet Silverado 4500HD/5500HD/6500HD vehicles, equipped with
an aerial lift bucket may have a condition in which the aerial lift bucket operator could be stranded if the
engine received a command for shut down. The vehicle is functioning as designed, however, aerial lift
bucket applications were not clearly understood/comprehended during the development/release of the
power take off module, (PTOM).
Dealers will replace the standard power take off module (PTOM) with an emergency vehicle PTOM.
Parts
Quantity
1
Part Name
Part No.
84497604
Engine Speed PTO Module
Note: Use the VIN and the GM Electronic Parts Catalog (EPC) to determine which power take off module to order.
Due to the small number of vehicles involved, (212), and due to limited initial parts availability, dealers are encouraged
not to order program parts for use as shelf stock.
Reminder: Parts may be removed from Retail Inventory Management (RIM). Dealers should review the affected parts
to confirm RIM managed status. Parts may have quantity limiters in effect.
Warranty Information
Labor
Operation
9105056
Description
Engine Speed Power Take-Off Control Module
Labor
Time
0.3
Trans.
Type
ZFAT
Net
Item
N/A
Service Procedure
NOTE: Prior to starting the replacement procedure refer to the GDS2 PTO Copy and Restore application found in
K44 Power Take-Off Control Module Programming and Setup.
Replace the Engine Speed Power Take-Off Control Module. Refer to Engine Speed Power Take-Off Control Module
Replacement in SI.
•
No programming is required for Engine Speed Power Take-Off Control Module Replacement, however, some
setup in GDS2 is required. Refer to K44 Power Take-Off Control Module: Programming and Setup in SI for
instructions.
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
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.
Copyright 2020 General Motors. All Rights Reserved.
Page 1 of 3
Customer Satisfaction Program
N202299830 PTO Disabled Due To Engine Shutdown
Dealers are to service all vehicles subject to this program at no charge to customers, regardless of mileage, age of vehicle,
or ownership, through June 30, 2022. 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 follow-up cards
should not be used for this purpose, since the customer may not as yet have received the notification letter.
In summary, through June 30, 2022, whenever a vehicle subject to this field action enters your vehicle inventory you must
take the steps necessary to ensure the program correction has been made before selling the vehicle. In addition, for
vehicles entering your facility for service, you are required to ensure the customer is aware of the open field action and
make every reasonable effort to implement the program correction as set forth in this bulletin prior to 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.
Customer Notification
USA & Canada - General Motors will notify customers of this program on their vehicle (see copy of customer letter included
with this bulletin).
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
N202299830 PTO Disabled Due To Engine Shutdown
June 2020
This notice applies to your vehicle, VIN: ________________________________
Dear General Motors Customer:
We have learned that your 2019 – 2020 model year Chevrolet Silverado 4500HD/5500HD/6500HD vehicle, equipped
with an aerial lift bucket may have a condition in which the aerial lift bucket operator could be stranded if the engine
received a command for shut down. The vehicle is functioning as designed, however, aerial lift bucket applications
were not clearly understood/comprehended during the development/release of the power take off module, (PTOM).
Your satisfaction with your Chevrolet Silverado 4500HD/5500HD/6500HD 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 standard power take off module (PTOM) with an emergency vehicle
PTOM. This service will be performed for you at no charge until June 30, 2022. 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.
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
Puerto Rico – English
Puerto Rico – Español
Virgin Islands
GM Medium Duty Truck
Number
1-800-496-9994
1-800-496-9993
1-800-496-9994
1-800-862-4389
Text Telephones (TTY)
We truly appreciate you taking the time to remedy 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 Silverado 4500HD/5500HD/6500HD
vehicle provides you many miles of enjoyable driving.
Neelie O’Connor
Global Executive Director
Customer Experience Operations
N202299830
Page 3 of 3