Campaign - Product Enhancement: Overview

CUSTOMER SATISFACTION

Bulletin No.: 09237C

Date: July 13, 2010

Subject: 09237C - Product Enhancements

Models:
2010 Cadillac SRX

Supercede:
The Parts Information section in this bulletin has been revised. The service kit required for the repair on AWD vehicles is now available from General Motors Customer Care and Aftersales. Dealers are to no longer contact the Warranty Parts Center for these service kits.Please discard all copies of bulletin 09237B, issued September 2009.

Dealers are encouraged to make every effort to demonstrate Cadillac's commitment to complete customer satisfaction as they administer this program. An allowance for pick-up/drop-off of customer and loaner vehicles is provided in this bulletin. This service is intended for retail sold customer vehicles and is not to be claimed for stock vehicles, demonstrator vehicles or other dealer-use vehicles.

Condition

On certain 2010 model year Cadillac SRX vehicles, the customer may feel a slight shudder or vibration, or may hear a clunking noise during engine start-up or heavy acceleration. In addition, the wire harness on power front seats without the memory feature may chafe or be pinched by the seat frame, which could disable the power seat adjusters and prevent the customer from being able to adjust the seat.

Correction

Dealers are to install a service kit for the propshaft rear center bearing on all-wheel drive vehicles, or re-torque the transmission bolts on front-wheel drive vehicles. Dealers are to also relocate and secure the wiring harness on front power seats without the memory feature.

Vehicles Involved

Involved are certain 2010 model year Cadillac SRX vehicles built within these VIN breakpoints:





Important
Dealers are to confirm vehicle eligibility prior to beginning repairs by using the Investigate Vehicle History link. Not all vehicles within the above breakpoints may be involved.

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 US and Canadian dealers through the GM GlobalConnect Recall Reports. 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 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.

Parts Information

Snubber kits required to complete this program are to be obtained from General Motors Customer Care and Aftersales (GMCC&A). Please refer to your "involved vehicles listing" before ordering parts. Normal orders should be placed on a DRO=Daily Replenishment Order. In an emergency situation, parts should be ordered on a CSO=Customer Special Order.

Parts for the wire harness repair (all vehicles) are to be obtained locally, see table below.

No parts are required for the transmission bolt re-torque (FWD vehicles).





Courtesy Transportation

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.

Claim Information

1. Submit a claim using the table below.

2. Courtesy Transportation - Submit as Net Item under the repair labor code.





* If a wire harness repair was required, submit a claim for the harness repair using the published labor operation code and labor time published in the Labor Time Guide.

** If the propeller shaft was replaced, submit a claim for the shaft replacement using the published labor operation code and labor time published in the Labor Time Guide.

*** The amount identified in "Net Item" should represent the actual sum total of the butyl tape/patch and tie strap needed to perform the required repairs, not to exceed $3.50 USD, $3.76 CAD,and $25.00 USD/CAD each way for the pick-up and drop-off of customer and loaner vehicles, if applicable, not to exceed $50.00 USD/CAD. Stock vehicles, demonstrator vehicles, and all other dealer-use vehicles are not eligible for pick-up/drop-off allowance.

Customer Notification

Cadillac notified customers of this program by telephone.

Dealer Program Responsibility

All unsold new vehicles in dealers' possession and subject to this program must be held and inspected/repaired per the service procedure of this program bulletin before customers take possession of these vehicles.

Dealers are to service all vehicles subject to this program 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. 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 dealership for service in the future, you must take the steps necessary to be sure the program correction has been made before selling or releasing the vehicle.





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