N202320510
Service Bulletin Details
Public Details for: N202320510
Customer satisfaction program. Certain vehicles, equipped with a gas engine, may have a condition in which the printed circuit board inside of the water pump may have been manufactured incorrectly potentially causing a water pump failure. T
Models from 2021
2021 CADILLAC CT4 |
2021 CADILLAC CT5 |
2021 CHEVROLET SILVERADO 1500 |
2021 GMC SIERRA 1500 |
Models from 2020
2020 CADILLAC CT4 |
GLOBAL SAFETY FIELD INVESTIGATIONS DCS5594 URGENT - DISTRIBUTE IMMEDIATELY Date: December 1, 2020 Subject: N202320510 - Customer Satisfaction Program Water Pump Failure – US and Canada Only Models: 2020 Cadillac CT4 2020-2021 Cadillac CT5 2020-2021 Chevrolet Silverado 1500 2020-2021 GMC Sierra 1500 Equipped with Engine-Gas, 4 CYL, L4, 2.7L or 2.0L (RPO L3B or LSY) To: All General Motors Dealers General Motors is releasing Customer Satisfaction Program N202320510 today. The total number of U.S. vehicles involved is approximately 345. Please see the attached bulletin for details. Customer Letter Mailing The customer letter mailing will begin in the near future. Global Warranty Management (GWM) The Required Field Action section on the Investigate Vehicle History (IVH) screen will be updated December 2, 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 N202320510 Water Pump Failure – US and Canada Only Release Date: Attention: December 2020 Revision: 00 This program is in effect until December 31, 2022. Make Model CT4 CT5 Silverado 1500 Sierra 1500 Cadillac Chevrolet GMC Model Year From To 2020 2020 2020 2021 RPO Description L3B or LSY Engine-Gas, 4 CYL, L4, 2.7L or Engine-Gas, 4 CYL, L4, 2.0L 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 2020 model year Cadillac CT4 and 2020-2021 model year Cadillac CT5, Chevrolet Silverado or GMC Sierra vehicles, equipped with a gas engine, may have a condition in which the printed circuit board inside of the water pump may have been manufactured incorrectly potentially causing a water pump failure. The vehicle coolant system temperature is monitored and will display multiple warnings to the customer as coolant temperatures rise. At a set coolant temperature, the MIL will illuminate, DTC P2B85 will set in the engine control module (ECM), the oil pressure gauge will indicate high oil pressure and reduced torque with notification to the driver of reduced power will occur. If the customer continues to drive after this warning and the coolant temperature continues to rise, a chime will occur, the AC will be disabled and an additional message instructing the driver to idle will illuminate. If the customer continues to drive the vehicle after all previous warnings and the coolant temperature continues to rise a message the engine will shut down could occur, and the engine will be shut down. Dealers will replace the water pump. Parts Quantity 1 1 3 Part Name Module Assembly – Water Pump Module Assembly – Water Pump Coolant - Engine Dexcool 50/50 PREMIX ACDELCO 1GAL Part No. 12706665 55508938 12378390 US 10953456 CA Note: Use the vehicle identification number (VIN) and the GM Electronic Parts Catalog (EPC) to determine which water pump and coolant to order. It is estimated that there are only 366 involved vehicles that will require parts being replaced. Due to the small number of vehicles anticipated that will need this repair and the limited initial parts availability, dealers are encouraged not to order these 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 9105426 Description Electric Water Pump Replacement, Includes inspection: CT4 and CT5 Silverado and Sierra Labor Time 2.1 1.8 Trans. Type Net Item ZFAT N/A Service Procedure Replace the electric water pump assembly. Refer to Electric Water Pump Replacement in SI. 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 Copyright 2020 General Motors. All Rights Reserved. Page 1 of 3 Customer Satisfaction Program N202320510 Water Pump Failure – US and Canada Only 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 December 31, 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 followup cards should not be used for this purpose, since the customer may not as yet have received the notification letter. In summary, through December 31, 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 has been prepared and will be available through GM GlobalConnect Maxis Field Action Reports or sent directly to export dealers. The Inventory tab of the dealer reports will contain VINs that apply to this field action. This information is intended to assist dealers with the PROMPT COMPLETION of these vehicles. The Customer In-Service tab will contain customer names and addresses from Motor Vehicle Registration Records. The use of such motor vehicle registration data for any purpose other than follow-up necessary to complete this field action may be a violation of law in several states. 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 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). 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 N202320510 Water Pump Failure – US and Canada Only December 2020 This notice applies to your vehicle, VIN: ________________________________ Dear General Motors Customer: We have learned that your 2020 model year Cadillac CT4 or 2020-2021 model year Cadillac CT5, Chevrolet Silverado 1500 or GMC Sierra 1500 vehicle, equipped with a gas engine, may have a condition in which the printed circuit board inside of the water pump may have been manufactured incorrectly potentially causing a water pump failure. The vehicle coolant system temperature is monitored and will display multiple warnings to the customer as coolant temperatures rise. At a set coolant temperature, the MIL will illuminate, the oil pressure gauge will indicate high oil pressure and reduced torque with notification to the driver of reduced power will occur. If the customer continues to drive after this warning and the coolant temperature continues to rise, a chime will occur, the AC will be disabled and an additional message instructing the driver to idle will illuminate. If the customer continues to drive the vehicle after all previous warnings and the coolant temperature continues to rise a message the engine will shut down could occur, and the engine will be shut down. 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 water pump. This service will be performed for you at no charge until December 31, 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 Cadillac Chevrolet GMC Puerto Rico – English Puerto Rico – Español Virgin Islands Number 1-866-982-2339 1-800-630-2438 1-866-996-9463 1-800-496-9992 1-800-496-9993 1-800-496-9994 Text Telephones (TTY) 1-800-833-2622 1-800-833-2438 1-800-462-8583 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 GM vehicle provides you many miles of enjoyable driving. Neelie O’Connor Global Executive Director Customer Experience Operations N202320510 Page 3 of 3