N202302470

GLOBAL SAFETY FIELD INVESTIGATIONS
DCS5467
URGENT - DISTRIBUTE IMMEDIATELY
Date:
August 3, 2020
Subject: N202302470 - Customer Satisfaction Program
Owner’s Manual Missing “Different Size Tire / Wheel” Text
Models: 2020 Chevrolet Silverado 4500HD/5500HD/6500HD
To:
All General Motors Medium Duty Dealers
General Motors is releasing Customer Satisfaction Program N202302470
today. The total number of U.S. vehicles involved is approximately 3,522.
Please see the attached bulletin for details.
Customer Letter Mailing
The customer letter mailing will begin on August 17, 2020.
Global Warranty Management (GWM)
The Required Field Action section on the Investigate Vehicle History (IVH) screen will
be updated August 4, 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
N202302470 Owner’s Manual Missing “Different Size Tire / Wheel”
Text
Release Date:
Attention:
August 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 August 31, 2022.
Make
Model
Silverado
4500HD/5500HD/6500HD
Chevrolet
Model Year
From
To
2020
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 2020 model year Chevrolet Silverado 4500HD/5500HD/6500HD vehicles were released with
vehicle owner’s manuals without information on the impact of installing different wheel and tire sizes from
that of the original equipment manufacturer.
Customers will receive an owner’s manual insert that includes the missing tire and wheel size text.
Parts
No parts are required for this repair.
Warranty Information
Labor
Operation
9105217
Description
Print and Install Owner’s Manual Insert
Labor
Time
0.1
Trans.
Type
ZFAT
Net
Item
N/A
Service Procedure
1.
Print the appropriate language owner’s manual insert for your service area.
2.
Locate the owner’s manual.
3.
Install the printed owner’s manual insert to the owner’s manual.
Copyright 2020 General Motors. All Rights Reserved.
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Customer Satisfaction Program
N202302470 Owner’s Manual Missing “Different Size Tire / Wheel”
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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.
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, 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 August 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 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.
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Customer Satisfaction Program
N202302470 Owner’s Manual Missing “Different Size Tire / Wheel”
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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
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Customer Satisfaction Program
N202302470 Owner’s Manual Missing “Different Size Tire / Wheel”
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August 2020
This notice applies to your vehicle, VIN: ________________________________
Dear General Motors Customer:
We have learned that your 2020 model year Chevrolet Silverado 4500HD/5500HD/6500HD was released with a vehicle
owner’s manual without information on the impact of installing different wheel and tire sizes from that of the original
equipment manufacturer.
Your satisfaction with your Chevrolet Silverado 4500HD/5500HD/6500HD is very important to us, so we are announcing
a program to fix this condition.
What We Will Do: Your GM dealer will place an owner’s manual insert in your owner’s manual. This service will be
performed for you at no charge until August 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.
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 GM vehicle provides you many
miles of enjoyable driving.
Neelie O’Connor
Global Executive Director
Customer Experience Operations
Enclosure
N202302470
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