N212354525

GLOBAL SAFETY FIELD INVESTIGATIONS
DCS6224
URGENT - DISTRIBUTE IMMEDIATELY
Date:
August 11, 2022
Subject: N212354525 - Customer Satisfaction Program
Heated Vented Seats Retrofit Due to Chip Shortage
Rear Seat Heater Module, Switches and Programming
Models: 2022 Buick Enclave
2022 Chevrolet Traverse
To:
All General Motors Dealers
General Motors is pleased to announce another launch of the Heated Vented
Seat retrofit process and is releasing Customer Satisfaction Program
N212354525 today. The total number of U.S. vehicles involved is
approximately 3,700. Please see the attached bulletin for details.
N212354525 retrofits vehicles that require parts and programming for the rearheated seats only.
Due to limited initial parts availability, dealers should not order parts included
in this field action for use as shelf stock. Parts should only be ordered when
the dealer has confirmed and validated the customer has a scheduled
appointment with the service department. Specific VINS will be required to
determine the correct part to order in the Electronic Parts Catalog (EPC).
The Heated Vented Seat retrofit will be executed under six separate bulletins
(N212354520 to N212354525). Please see chart below.
•
•
•
•
The six bulletins are separated by the parts and programming required
by trim level and model.
Based on parts availability, some of the six bulletins will launch in
phases by model.
Each VIN requiring a Heated Vented Seat retrofit will be included in one
of the six bulletins.
It is critical to verify the VIN in IVH to confirm the correct retrofit bulletin
is followed prior to ordering parts or performing repairs.
Bulletin
N212354520
N212354521
N212354522
N212354523
N212354524
N212354525
Retrofit
Front Seat Heater Vent Module and Programming
Front Seat Heater Vent Module, Switches and Programming
Front Seat Heater Vent Module, Rear Seat Heater Module and
Programming
Front Seat Heater Vent Module, Rear Seat Heater Module,
Switches and Programming
Rear Seat Heater Module and Programming
Rear Seat Heater Module, Switches and Programming
The remaining retrofit Customer Satisfaction Programs, beyond the Heated
Vented Seats, will occur in phases over the next several months once parts
become available. You will receive notification when they begin.
Customer Letter Mailing
The customer letter mailing for N212354525 will begin on August 17, 2022.
Global Warranty Management (GWM)
The Required Field Action section on the Investigate Vehicle History (IVH) screen will
be updated August 11, 2022. A list of involved stock 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
N212354525 Heated Vented Seats Retrofit Due to Chip Shortage
Release Date:
Attention:
August 2022
Revision:
00
This program is in effect until the end of the vehicle’s base bumper-to-bumper warranty.
Make
Model
Buick
Chevrolet
Enclave
Traverse
Model Year
From
To
2022
2022
RPO
Description
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
Due to the industry-wide semiconductor shortage, the front heated/ventilated seats, front heated seats,
or rear heated seats are not functional on certain 2022 model year vehicles listed above, built beginning
November 15, 2021. The affected vehicle owners should have been made aware of the condition at
sale, and notified that once parts are available, they would be eligible for a no additional cost retrofit to
enable the feature.
Dealers are to replace the rear seat heater control module, replace the rear HVAC user interface control
and reprogram the body control module.
Parts
Quantity
1
1
Part Name
Auxiliary Heater and Air Conditioning Control
Rear Seat Heater Control Module
Part No.
*
*Warning: To avoid potential personal injury and/or part damage, the EPC and VIN NUMBER MUST BE USED to
order the correct part.
Important: Due to limited initial parts availability, dealers should not order parts included in this field action for use as
shelf stock. Parts should only be ordered when the dealer has confirmed and validated the customer has a scheduled
appointment with the service department.
Parts required to complete this repair are to be obtained from General Motors Customer Care and Aftersales
(GMCC&A). Please refer to your “involved vehicles listing” before ordering parts. Order parts on a CSO = Customer
Special Order only. DRO’s may be cancelled. Place the VIN # in the notes field of the order. If there is no VIN in the
notes field your order may be cancelled. Please do not place orders as SPAC; it will delay shipment of the order and
will not provide visibility.
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.
For Export: Please contact CCA’s Export Order Fulfillment group to place the order on your behalf.
Warranty Information
Labor
Operation
9106315*
Description
Install Rear Seat Heater Control Module, Auxiliary Heater and Air
Conditioning Control, Reprogram BCM
Traverse
Enclave
Labor
Time
Trans.
Type
ZFAT
Net
Item
N/A
0.9
0.8
Important: * To avoid warranty transaction rejections, carefully read and follow the instructions below:
Copyright 2022 General Motors. All Rights Reserved.
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Customer Satisfaction Program
N212354525 Heated Vented Seats Retrofit Due to Chip Shortage
6125814
•
The Warranty Claim Code from the programming event must be accurately entered in the “Warranty Claim
Code” field of the transaction.
•
When more than one Warranty Claim Code is generated for a programming event, it is required to document all
Warranty Claim Codes in the “Correction” field on the job card. Dealers must also enter one of the codes in the
“Warranty Claim Code field of the transaction, otherwise the transaction will reject. It is best practice to enter
the FINAL code provided by SPS2.
Warranty Claim Code Information Retrieval
6125774
If the Warranty Claim Code was not recorded on the Job Card, the code can be retrieved in the SPS2 system as
follows:
1.
2.
3.
4.
Open TLC on the computer used to program the vehicle.
Select and start SPS2.
Select Settings (1).
Select the Warranty Claim Code tab (2).
The VIN, Warranty Claim Code and Date/Time will be listed on a roster of recent programming events. If the code is
retrievable, dealers should resubmit the transaction making sure to include the code in the SPS Warranty Claim Code
field.
Required - Rear Seat Heater Vent Control Module Serial Number Recording for all markets except Canada, US,
and Mexico
IMPORTANT: *
(TECHNICIAN
and
WARRANTY
ADMINISTRATOR)
SERIAL
NUMBER
RECORDING REQUIREMENT. The Rear Seat Heater Control Module serial number must be captured by the technician
and recorded on the job card. The Warranty Administrator MUST enter the replacement Rear Heater Control Module
serial number in GWM (Global Warranty Management) or in DMS (Dealer Management System). Enter the serial number
of the replacement Rear Seat Heater Control Modules in the ‘General Comments’ comments section. Failure to enter
this serial number will cause the claim to reject.
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Customer Satisfaction Program
N212354525 Heated Vented Seats Retrofit Due to Chip Shortage
6098078
Record the serial number on the rear seat heater control module labels.
5906148
Required - Seat Heater Vent Control Module Number Recording for Canada, US, and Mexico
The replacement rear seat heater control module requires the serial number be recorded. A new process called
Replacement Part Traceability (RPT) is being used with this retrofit/Customer Satisfaction Program.
Overview of RPT
Replacement Part Traceability (RPT) is a new dealer process to document and track critical part serial numbers via the
Certified Service Mobile Toolbox (CSMT) application. A field action, service bulletin, or other communication will be issued
any time there is a request for technicians to complete an RPT submission. Only critical parts will require an RPT, not
every part replacement.
Submitting an RPT request is done using the RPT tool within the CSMT app. Technicians simply scan the VIN of the
vehicle and the traceability barcode (barcode or QR code) of the new part being installed on the vehicle. Once scanned,
the information is submitted through the CSMT app and stored in a GM database. That’s the end of the process.
The free CSMT app, which also includes the Field Product Reporting and Pre-Repair Authorization tools, is available on
the Google Play Store (Android devices) and the App Store (Apple devices).
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Customer Satisfaction Program
N212354525 Heated Vented Seats Retrofit Due to Chip Shortage
By scanning critical part numbers using the Replacement Part Traceability function, GM will be able to reference replaced
parts in the future. The exact parts that are on a vehicle will be known, even after a service part replacement.
The RPT process also simplifies the repair and claim submission processes. It eliminates the need of having technicians
write down the 16-character serial number on the job card and for warranty administrators to input the serial number into
GWM or DMS.
Refer to TSB 22-NA-070 for specific information on downloading the App to your mobile phone, how to use/submit the
new part serial number/QR code information and other related Q and A.
IMPORTANT: A new version (3.6) of the Certified Service Mobile Toolbox (CSMT) app for Replacement Part
Traceability (RPT) will be available to download on August 8, 2022. This update includes enhanced QR/barcode
scanning functionality and minor bug fixes. If you do not have your device programmed to automatically update apps,
you must download the latest version no later than August 22, 2022. All users must perform this update to be able to
continue to use the tools provided in the application.
HOW TO CHECK THE VERSION OF YOUR OPERATING SYSTEM
•
•
Apple: Settings/General/About/Software Version
Android: Settings/About Phone/Software Information/Android Version
6098077
If the App is already loaded to your phone, simply:
1.
2.
3.
Scan the VIN (door pillar QR code or windshield VIN barcode) and
Scan the new part (QR code) and
Check the information and if correct then, Submit.
Failure to submit this serial number by RPT may cause the claim to reject.
Service Procedure
Important: Service Agents must comply with all International, Federal, State, Provincial, and/or Local laws
applicable to the activities it performs under this bulletin, including but not limited to handling, deploying,
preparing, classifying, packaging, marking, labeling, and shipping dangerous goods. In the event of a conflict
between the procedures set forth in this bulletin and the laws that apply to your dealership, you must follow
those applicable laws.
1.
Remove the existing rear seat heater control module. Refer to Rear Seat Heater Control Module in SI. Discard the
module.
2.
Record the serial number of the new rear seat heater control modules (see instructions above).
Warning: To avoid potential personal injury and/or part damage, the EPC and VIN NUMBER MUST BE USED to
order the correct part.
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Customer Satisfaction Program
N212354525 Heated Vented Seats Retrofit Due to Chip Shortage
3.
Install the new service rear seat heater control module. Refer to Rear Seat Heater Control Module Replacement in
SI.
4.
Replace the auxiliary heater and air conditioning control. Refer to Auxiliary Heater and Air Conditioning Control
Replacement in SI.
Note: Carefully read and follow the instructions below.
•
Ensure the programming tool is equipped with the latest software and is securely connected to the data link connector.
If there is an interruption during programming, programming failure or control module damage may occur.
•
Stable battery voltage is critical during programming. Any fluctuation, spiking, over voltage or loss of voltage will
interrupt programming. Install a GM Authorized Programming Support Tool to maintain system voltage. Refer to
www.gmdesolutions.com for further information. If not available, connect a fully charged 12 V jumper or booster
pack disconnected from the AC voltage supply. DO NOT connect a battery charger.
•
Follow the on-screen prompts regarding ignition power mode, but ensure that anything that drains excessive power
(exterior lights, HVAC blower motor, etc) is off.
•
Clear DTCs after programming is complete. Clearing powertrain DTCs will set the Inspection/Maintenance (I/M)
system status indicators to NO.
Important: The service technician always needs to verify that the VIN displayed in the TLC left side drop down menu and
the top center window match the VIN plate of the vehicle to be programmed prior to using Service Programming System
2 (SPS2) for programming or reprogramming a module.
•
For the TLC application, service technicians need to always ensure that the power mode (ignition) is “ON” before
reading the VIN from the vehicle’s VIN master module and that they do not select a VIN that is already in the TLC
application memory from a previous vehicle.
•
If the VIN that shows up in the TLC top center window after correctly reading the VIN from the vehicle does not match
the VIN plate of the vehicle, manually type in the VIN characters from the vehicle VIN plate into the TLC top center
window and use these for programming or reprogramming the subject module with the correct vehicle VIN and
software and/or calibrations.
•
The Engine Control Module (ECM) is the master module (for VIP vehicles) that TLC reads to determine the VIN of
the vehicle. If the VIN read from the vehicle by TLC does not match the VIN plate of the vehicle, the ECM also needs
to be reprogrammed with the correct VIN, software and calibrations that match the vehicle’s VIN plate.
•
The Body Control Module (BCM) is the master module (for GEM vehicles) that TLC reads to determine the VIN of
the vehicle. If the VIN read from the vehicle by TLC does not match the VIN plate of the vehicle, the BCM also needs
to be reprogrammed with the correct VIN, software and calibrations that match the vehicle’s VIN plate.
Caution: Be sure the VIN selected in the drop-down menu (1) is the same as the vehicle connected (2) before beginning
programming.
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Customer Satisfaction Program
N212354525 Heated Vented Seats Retrofit Due to Chip Shortage
5743643
Important: If the vehicle VIN DOES NOT match, the message below will be shown.
5877000
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Customer Satisfaction Program
N212354525 Heated Vented Seats Retrofit Due to Chip Shortage
5644477
Important: Techline Connect screens shown above.
Important: If the same calibration/software warning is noted on the TLC Summary screen, select OK and follow screen
instructions. After a successful programming event, the WCC is located in the Service Programming System dialogue box
of the SPS Summary screen. No further action is required. Refer to the Warranty section of the bulletin.
5.
Reprogram the body control module. Refer to K9 Body Control Module: Programming and Setup in SI.
5644478
Note: The screenshot above is an example of module programming and may not be indicative of the specific module that
is being programmed. Module selection and VIN information have been blacked out.
Important: To avoid warranty transaction rejections, you MUST record the warranty claim code provided on the Warranty
Claim Code (WCC) screen shown above on the job card. Refer to callout 1 above for the location of the WCC on the
screen.
6.
Record SPS Warranty Claim Code on job card for warranty transaction submission.
Note: If a heated seat related DTC is present, refer to SI for diagnostic and repair information.
7.
Before removing scan tool, verify proper operation of heated seats by pressing heated seat buttons and checking
for DTCs.
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Customer Satisfaction Program
N212354525 Heated Vented Seats Retrofit Due to Chip Shortage
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 the end of the vehicle’s base bumper-to-bumper warranty. 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, whenever a vehicle subject to this program enters your vehicle inventory or is in your facility for service
through the end of the vehicle’s base bumper-to-bumper warranty, you must take the steps necessary to be sure the
program correction has been made before selling or releasing the vehicle.
Dealer Reports – For USA & Export
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).
Export - Letters will be sent to known owners of record located within areas covered by the US National Traffic and Motor
Vehicle Safety Act. For owners outside these areas, dealers should notify customers using the attached sample letter.
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
N212354525 Heated Vented Seats Retrofit Due to Chip Shortage
August 2022
This notice applies to your vehicle, VIN: ________________________________
Dear General Motors Customer:
Our records indicate that, at the time you purchased or leased your 2022 model year Buick Enclave or Chevrolet
Traverse, the vehicle was not equipped with some of its intended features due to a nationwide parts shortage.
We are pleased to inform you that your GM dealer is now ready to enable your rear-heated seats. However, due to
continued parts shortages, your vehicle may have additional features that will require service at a later date in order to
be enabled. We will contact you once parts are available to enable those features in your vehicle.
What We Will Do: Your GM dealer will install the required parts and software in your vehicle to enable your rearheated seats. This service will be performed for you at no charge until the end of your vehicle’s base bumper-tobumper warranty.
What You Should Do: We recommend that you contact your GM dealer as soon as possible to schedule an
appointment for this retrofit.
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.
For the hearing or speech impaired, please contact our Customer Assistance Center using the Telecommunication
Relay Service by dialing 711 then providing the appropriate Customer Assistance Center number for your vehicle.
Division
Buick
Chevrolet
Puerto Rico – English
Puerto Rico – Español
Virgin Islands
Number
1-800-521-7300
1-800-222-1020
1-866-467-9700
1-866-467-9700
1-866-467-9700
Text Telephones (TTY)
711 / 1-800-833-2438
711 / 1-800-833-2438
We appreciate your patience while we continue to work to obtain the necessary parts to enable these features in your
GM vehicle. We want you to know that we will do our best, throughout your ownership experience, to ensure that your
GM vehicle provides you with many miles of enjoyable driving.
Neelie O’Connor
Global Executive Director
Customer Experience Operations
N212354525
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