14172A

Bulletin No.: 14172A
Date: September 2014
Recall Bulletin
PRODUCT SAFETY RECALL
SUBJECT:
Unintended Ignition Key Rotation
MODELS:
2003-2010 Cadillac CTS
2011 Cadillac CTS (VIN D and Built Prior to December 13, 2010)
2004-2006 Cadillac SRX
The Parts Information and Warranty Transaction Information sections have been revised
to allow dealer ordering of the Loctite adhesive and primer and the 3M adhesive, nozzle,
applicator gun and plunger. These products are to be obtained directly from
ExodusDirect. Do not attempt to order from GMCCA. The pre-shipment of parts supplied
by GMCCA will continue until further notice to dealers with involved vehicles. Dealers
will receive cancellations on any order placed for these parts. Please discard all copies
of bulletin 14172.
It is a violation of Federal law for a dealer to deliver a new motor vehicle or any new or
used item of motor vehicle equipment (including a tire) covered by this notification under
a sale or lease until the defect or noncompliance is remedied.
Vehicles involved in this recall were placed on stop delivery July 2, 2014. Once the
service procedure contained in this bulletin has been performed on the vehicle, the
vehicle is released from stop delivery and the vehicle can be delivered to the customer.
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.
CONDITION
General Motors has decided that a defect which relates to motor vehicle safety exists in all 20032010 model year (MY) Cadillac CTS, 2011 MY Cadillac CTS (VIN D and Built Prior to December
13, 2010) and 2004-2006 MY Cadillac SRX vehicles. If the key ring is carrying added weight
and the vehicle goes off road or experiences some other jarring event, it may unintentionally
move the key away from the “run” position. If this occurs, engine power, power steering and
power braking will be affected, increasing the risk of a crash. If the ignition switch is not in the
run position, the air bags may not deploy if the vehicle is involved in a crash, increasing the risk
of injury or fatality.
Copyright 2014 General Motors. All Rights Reserved.
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September 2014
Bulletin No.: 14172A
CORRECTION
Dealers are to install two 16mm outer diameter key rings and an insert in the key slot or a cover
over the key head on all ignition keys.
VEHICLES INVOLVED
All involved vehicles are identified by Vehicle Identification Number on the Investigate Vehicle
History screen in GM Global Warranty Management system. Dealership service personnel
should always check this site to confirm vehicle involvement prior to beginning any required
inspections and/or repairs. It is important to routinely use this tool to verify eligibility because
not all similar vehicles may be involved regardless of description or option content.
For dealers with involved vehicles, a listing with involved vehicles containing the complete
vehicle identification number, customer name, and address information 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. Dealers will not have a report available if they have no involved
vehicles currently assigned.
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 recall is a violation of law in several
states/provinces/countries. Accordingly, you are urged to limit the use of this report to the followup necessary to complete this recall.
PART INFORMATION
For U.S. and Canada
The pre-shipment of parts supplied by GMCCA will continue until further notice to dealers with
involved vehicles. Parts pre-shipped by GMCCA will be charged to dealer’s open parts account.
Dealers will receive cancellations on any order placed for the related GM part number(s) listed
below until further notice.
The pre-shipment of Loctite adhesive and primer and 3M adhesive, nozzle, applicator gun and
plunger has concluded. Note that the pre-shipment of 3M products involved U.S. dealers only.
Starting September 17, 2014, all dealers may now order these products from ExodusDirect by
calling 844-596-9428 or visiting their website at www.oemhelper.com.
For Export
If the Loctite and 3M products cannot be obtained from ExodusDirect, please try to obtain from
a regional distributor. For the parts supplied by GMCCA, dealers should begin placing their part
orders by contacting GMCCA the week of September 15, 2014, if they have already
determined that the necessary primer and adhesives are available. Orders should be at a
10% level and will be closely monitored.
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September 2014
Bulletin No.: 14172A
For Service Option #1 - Install Two 16mm Key Rings and an Insert in the Key Slot
Part Number
23279477
Obtain From
ExodusDirect
Description
Key Insert (Pack of 4)
Loctite Adhesive 426™
Obtain From
ExodusDirect
Loctite Primer 770™
23247262
or
23232599
Quantity/Vehicle
4
1 tube fixes
approx. 125
vehicles
1 bottle fixes
approx. 250
vehicles
Key Ring (Pack of 4)
4 Rings
(2 Per Key)
Important: Since only a small number of vehicles will require key replacement, dealers are
encouraged not to order service keys for shelf stock. If a service key is required, dealers should
refer to the GM Electronic Parts Catalog (EPC) for service key part number information and order
accordingly from GMCCA.
For Service Option #2 – Install Two 16mm Key Rings and a Cover over the Key Head
Part Number
23279476
Obtain From
ExodusDirect
Description
Key Cover Kit (Includes Two Front and Rear Covers)
3M Scotch – Weld Adhesive
(Acrylic Low Odor Adhesive - DP 8805 NS Green)
Obtain From
ExodusDirect
Obtain From
ExodusDirect
Nozzle for 3M Scotch – Weld Adhesive
Applicator Gun for 3M Scotch – Weld Adhesive
Obtain From
ExodusDirect
Plunger for 3M Scotch – Weld Adhesive
23247262
or
23232599
Key Ring (Pack of 4)
Quantity/Vehicle
1
1 Bottle fixes
approx. 6
vehicles
1 nozzle per
vehicle
N/A
(Usage Unlimited)
N/A
(Usage Unlimited)
4 Rings
(2 Per Key)
Important: Since only a small number of vehicles will require key replacement, dealers are
encouraged not to order service keys for shelf stock. If a service key is required, dealers
should refer to the GM Electronic Parts Catalog (EPC) for service key part number information
and order accordingly from GMCCA.
SERVICE PROCEDURE
Note: Carefully read and follow the instructions below.

Use the key insert repair procedure to repair most customer-provided keys.
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September 2014
Bulletin No.: 14172A

Some keys will NOT be able to be repaired using the key insert repair. Use the two piece key
cover kit to repair keys that cannot be repaired using the insert key repair.

GM will release the two piece key cover kit in late September.

In the rare instance that keys cannot be repaired, order new service keys for the customerprovided keys. Do NOT order new service keys unless BOTH repair methods have been
attempted.

The new service keys may have to be modified as instructed in this bulletin.

If the new service key has a slot design for the key ring, it MUST be repaired using the key
insert or two-piece key cover repair.

If the new service key has a round hole or square design for the key ring, no key modification
is required. Install two 16mm key rings as instructed in the service procedure.

If a customer presents additional keys for modification (more than 2 keys), perform the key
insert repair or the two-piece key cover repair and route the warranty transaction for
wholesale authorization.

If a customer presents a valet key for modification, perform the key insert repair only and
route the warranty transaction for wholesale authorization. Do not attempt the two-piece key
cover repair. Valet keys are easily distinguish from standard keys by their gray color and the
word “Valet” imprinted on them. .
Key Insert Repair
3970365
Note: Locate the four key inserts and four 16 mm rings. Two key inserts are required to modify
one key. Two 16mm key rings are required for each key repair.
Note: If the key slot is too small or large for the insert, use the two-piece key cover repair. If the
head of the insert does not cover the entire slot, the key insert repair cannot be used.
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September 2014
Bulletin No.: 14172A
1. Test fit the customer-provided key. Insert a key insert into the front slot of the key and insert
a second key insert into the back slot of the key. Ensure the key insert fits flush into the slot
of both sides of the key.
2. Remove the inserts from the front and back key slots.
3970395
Caution: Do NOT use petroleum-based cleaning products to clean the key or key covers.
3. Clean the head and slot of the keys using a shop towel and isopropyl alcohol.
3970397
4. Clean the key inserts using a shop towel and isopropyl alcohol.
Caution: Allow the primer to dry for 5 minutes BEFORE proceeding to step 7 to ensure the
adhesive will provide a strong bond between the key insert and the slot of the key.
Note: The adhesive for this repair begins to cure quickly. It is essential that both keys are
repaired promptly. Ensure all of the required tools, parts and supplies are on your work bench
BEFORE attempting to apply primer and adhesive to the key slots and key inserts. The following
items should be on the work bench:

Rubber gloves and shop towels

Adhesive

Key inserts
Page 6

Two rings for each key

Spring clamp with rubber ends
September 2014
Bulletin No.: 14172A
3970399
5. Apply the primer to the front and back key slot of the two keys.
6. Apply the primer to the four inserts.
3970372
7. Apply adhesive to the corners (3) of the key slots.
8. Apply adhesive to the post (1) and hole (2) of each insert.
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September 2014
Bulletin No.: 14172A
3970401
9. Insert a front and back insert to the key slot of each key.
10. Clean the body of the keys with a shop towel.
11. Clean the hole of each key with a shop towel and screwdriver.
3970376
12. Clamp the two key insert to the key slot using a spring clamp with rubber ends.
13. Remove the clamp from the key assembly after allowing the adhesive to dry for 5 minutes.
3970400
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September 2014
Bulletin No.: 14172A
14. Install two 16 mm key rings to the key assembly. Attach the first 16 mm ring to the key hole.
Attach the second 16 mm ring to the first 16 mm ring. Refer to photograph.
15. Make a copy to the owner manual supplement on the last page of this bulletin and insert it
into the vehicle’s owner manual.
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September 2014
Bulletin No.: 14172A
Two-Piece Key Cover Repair
3971048
Note: Locate the four key covers and four 16 mm rings. A front and back cover are required to
modify one key. Two 16mm key rings are required for each key repair.
3971010
Note: There is a front and back key cover. The front key cover has a GM logo on it (1). The back
key cover is blank (2).
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September 2014
Bulletin No.: 14172A
3971023
1. Test fit the customer-provided key into the back key cover.
1.1 Ensure the body of the key fits into the back key cover. The body of the key may require
some filing to fit into the cover. Use a file to remove the material from the body of the key.
1.2 Align the back cover boss (1) with the slot (2) of the customer-provided key.
1.3 Using a pen or knife mark the top portion of the slot (3) that must be cut in order for the
customer-provided key to fit inside of the back cover.
3971044
1.4 Using a knife or box cutter, cut out a notch (A) in the slot of the key.
1.5 The back cover boss must fit inside of the notched area of the key (B).
1.6 Remove the key from the back cover.
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September 2014
Bulletin No.: 14172A
3971005
Caution: Do NOT use petroleum-based cleaning products to clean the key or key covers.
2. Clean the head and slot of the keys using a shop towel and isopropyl alcohol.
3. Clean the front and back key covers using a shop towel and isopropyl alcohol.
Note: The adhesive for this repair begins to cure quickly. It is essential that both keys are
repaired promptly. Ensure all of the required tools, parts and supplies are on your work bench
BEFORE attempting to assemble the key covers over the key. The following items should be on
the work bench:

Adhesive

A front and back key cover for each key

File

Shop towels and rubber gloves

Two rings for each key

Spring clamp with rubber ends
Note: Use a small flat bladed screwdriver to separate the two covers. Insert the screwdriver into
the key blade opening of the cover. Turn the screw driver to separate the two covers.
4. Assemble the front and back key cover over the key. Ensure the front and back cover fit over
the key and that the two covers snap together.

If the key covers fit over the key and snap together correctly, proceed to step 5.

If the key covers do NOT fit over the key, file more material off the body of the key. Reassemble the key covers over the key to ensure proper cover fit. Clean the key and covers
BEFORE applying the adhesive.
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September 2014
Bulletin No.: 14172A
3971030
5. Dispense a small amount of adhesive to ensure the mixed adhesive is blue or green (not
white or brown) in color. Then apply a bead of adhesive to the inside of the front and back
key cover. Ensure a bead of adhesive is applied to the whole perimeter of the cover.
3970991
6. Press the front and back key cover over the key.
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September 2014
Bulletin No.: 14172A
3971005
7. Remove excess adhesive from the body of the key using a shop towel and isopropyl alcohol.
8. Remove excess adhesive from the hole of the front and back key cover using a shop towel
and small screwdriver.
3970997
9. Clamp the two covers together using a spring clamp with rubber ends.
10. Allow the adhesive to dry for 30 minutes before removing the spring clamp from the key
assembly.
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September 2014
Bulletin No.: 14172A
3971045
11. Install two 16 mm key rings to the key assembly. Attach the first 16 mm ring to the key hole.
Attach the second 16 mm ring to the first 16mm ring. Refer to photograph.
12. Make a copy to the owner manual supplement on the last page of this bulletin and insert it
into the vehicle’s owner manual.
Note: Do not re-attach the fob or any other keys to the second 16 mm ring. Instruct the customer
not to attach the fob or any other keys to the second ring for approximately 24-hours to allow the
adhesive to reach maximum holding strength. Customers are to refer to the revised owner’s
manual insert for proper attachment instructions.
COURTESY TRANSPORTATION – For U.S. and Canada
The General Motors Courtesy Transportation program is intended to minimize customer
inconvenience when a vehicle requires a repair that is covered by the New Vehicle Limited
Warranties. The availability of courtesy transportation to customers whose vehicles are within
the warranty coverage period and involved in a product program is very important in maintaining
customer satisfaction. Dealers are to ensure that these customers understand that shuttle
service or some other form of courtesy transportation is available and will be provided at no
charge. Dealers should refer to the General Motors Service Policies and Procedures Manual
for Courtesy Transportation guidelines.
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September 2014
Bulletin No.: 14172A
WARRANTY TRANSACTION INFORMATION
Submit a transaction using the table below. All transactions should be submitted as a ZFAT
transaction type, unless noted otherwise.
Labor
Code
9100756
9100885
9100886
9100887
9100888
9100955
Description
Install Key Insert and Key Rings (Two Keys)
Install Key Cover and Key Rings (Two Keys)
Add: 0.1-0.3 to Modify Key to Fit Key Cover
Insert Test Fit Unsuccessful – Repair Not Workable
Install Key Cover and Key Rings (Two Keys)
Add: 0.1-0.3 to Modify Key to Fit Key Cover (If Required)
Service Keys (Round Hole or Square Design)
Add: 0.1-0.3 to Modify Key to Fit Key Cover (If Required)
Includes: Insert Test Fit, Key Cover Repair and Cutting Two
Keys - Service Key Modification Not Required
Service Keys (Slot Design)
Add: 0.1-0.3 to Modify Key to Fit Key Cover if required
Includes: Insert Test Fit, Key Cover Repair and Cutting Two
Keys - Service Key Modification Required
Purchase 3M Applicator Gun and Plunger (One Time
Purchase For Canada and Export Only)
Labor
Time
0.4
0.4
Net
Item
*
**
0.5
**
0.8
N/A
1.2
N/A
N/A
***
Note: Most keys will NOT require much filing to fit into the key covers. The 0.4 base time includes
time to perform minor filing for correct key-to-cover fit. Only use the add time for repairs that
require a substantial amount of filing time.
Note: Since usage of the 3M applicator gun and plunger is unlimited, their acquisition from
ExodusDirect or a regional distributor is considered a one-time purchase. This means that GM
will reimburse the dealer only once for their purchase. Any additional guns and plungers
purchased will be a dealer expense and not covered by this recall. All U.S. dealers received a
3M applicator gun and plunger as part of the parts pre-shipment at no charge.
Note: If a customer presents additional keys for modification (more than 2 keys), perform either
repair. For a valet key modification, perform the key insert repair only. Route the warranty
transaction for wholesale authorization.
* The amount identified in “Net Item” should represent the actual sum total of the cost for the
Loctite adhesive and primer needed to perform the required repairs, not to exceed $0.21
USD, $0.23 CAD.
** The amount identified in “Net Item” should represent the actual sum total of the cost for the
3M adhesive and nozzle needed to perform the required repairs, not to exceed $3.08 USD,
$3.48 CAD.
*** For Canada and Export Only: The amount identified in “Net Item” should represent the actual
sum total of the cost for the 3M applicator gun and plunger needed to perform the required
repairs, not to exceed $65.00 CAD. The 3M applicator gun and plunger are also used to
perform the same repair on vehicles involved in safety recalls 14299 and 14350. If a
transaction has already been submitted under either one of those recalls for the purchase of
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September 2014
Bulletin No.: 14172A
the 3M applicator gun and plunger, do not attempt to submit another transaction under this
recall as it will be rejected.
CUSTOMER NOTIFICATION – For U.S. and Canada
General Motors will notify customers of this recall on their vehicle.
CUSTOMER NOTIFICATION – For Export
Letters will be sent to known owners of record located within areas covered by the U.S. National
Traffic and Motor Vehicle Safety Act.
DEALER RECALL RESPONSIBILITY – For U.S. and Export (U.S. States, Territories,
and Possessions)
It is a violation of Federal law for a dealer to deliver a new motor vehicle or any new or used item
of motor vehicle equipment (including a tire) covered by this notification under a sale or lease
until the defect or noncompliance is remedied.
The U.S. National Traffic and Motor Vehicle Safety Act provides that each vehicle that is subject
to a recall of this type must be adequately repaired within a reasonable time after the customer
has tendered it for repair. A failure to repair within sixty days after tender of a vehicle is prima
facie evidence of failure to repair within a reasonable time. If the condition is not adequately
repaired within a reasonable time, the customer may be entitled to an identical or reasonably
equivalent vehicle at no charge or to a refund of the purchase price less a reasonable allowance
for depreciation. To avoid having to provide these burdensome remedies, every effort must be
made to promptly schedule an appointment with each customer and to repair their vehicle as
soon as possible. In the recall notification letters, customers are told how to contact the U.S.
National Highway Traffic Safety Administration if the recall is not completed within a reasonable
time.
DEALER RECALL RESPONSIBILITY – All
All unsold new vehicles in dealers' possession and subject to this recall must be held and
inspected/repaired per the service procedure of this recall bulletin before customers take
possession of these vehicles.
Dealers are to service all vehicles subject to this recall at no charge to customers, regardless of
mileage, age of vehicle, or ownership, from this time forward.
Customers who have recently purchased vehicles sold from your vehicle inventory, and for which
there is no customer information indicated on the dealer 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.
In summary, whenever a vehicle subject to this recall enters your vehicle inventory, or is in your
dealership for service in the future, you must take the steps necessary to be sure the recall
correction has been made before selling or releasing the vehicle.
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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September 2014
Bulletin No.: 14172A
REPRODUCE LOCALLY - INSERT IN VEHICLE’S OWNER MANUAL
3973594