Campaign - Carpeted Floor Mats Missing
CUSTOMER SATISFACTIONBulletin No.: 11275
Date: October 10, 2011
Subject: -11275 Carpeted Floor Mats Missing
Models:
2012 Buick Enclave
2012 Cadillac CTS
2012 Chevrolet Cruze, Equinox, Impala, Traverse, Volt
2012 GMC Acadia, Terrain
Registered in the U.S.
THIS PROGRAM DOES NOT APPLY TO FLEET DAILY RENTAL (FDR) VEHICLES. FDR VEHICLES ARE BEING ADDRESSED OUTSIDE OF THIS PROGRAM.
Vehicles involved in this program will be loaded to the Global Warranty Management System (GWM) on a weekly basis as they are shipped to dealers.
Carpeted and all-weather floor mats may not be available for all models at all times. Placing your order on sold vehicles will prioritize the orders.
Condition
Certain 2012 model year Buick Enclave; Cadillac CTS; Chevrolet Cruze, Equinox, Impala, Traverse, Volt; GMC Acadia and Terrain vehicles registered in the U.S. are being delivered to dealers without carpeted floor mats. The supplier who makes the floor mats has been affected by the recent flooding on the East Coast and is unable to produce the floor mats.
Correction
Dealers are to install carpeted floor mats when the mats become available. In the interim, when dealers sell an involved vehicle to a customer, dealers are to explain the situation to the customer and place an order for carpeted floor mats from their Accessory Distributor Installer (ADI) using the form contained at the back of this bulletin. If carpeted floor mats are available, the ADI will ship them to dealers. If carpeted floor mats are not available, the ADI will ship all-weather floor mats, if available. If the vehicle is equipped with all-weather floor mats as a Limited Promotion Option (LPO), another set of all-weather floor mats will not be shipped. The request will be held until carpeted floor mats are available. All-weather floor mats are to be installed in sold vehicles only - do not place orders for vehicles in dealer inventory.
The ADI will keep track of the VINs that receive all-weather floor mats. When the carpeted floor mats are available, the ADI will ship the mats to the dealer. The floor mats will have the VINS identified on the package. Dealers are to then contact the customer and ask them to come into the dealership for installation.
If dealers have already delivered a vehicle to a customer without the floor mats and the vehicle did not have an LPO for all-weather floor mats, dealers are to contact the customer and provide them with the all-weather floor mats until the carpeted floor mats are available.
Note
Customers do not need to return the all-weather floor mats when the carpeted floor mats are installed; however, only one set of floor mats (carpeted or all-weather) are to be installed in the vehicle at the same time. Place the other set in the trunk or rear cargo area.
Important
If a floor mat is the wrong size, not properly installed, or stacked, it can interfere with the pedals. Interference with the pedals can cause unintended acceleration and/or increased stopping distance, which can cause a crash and injury. Make sure the floor mat does not interfere with the pedals and is securely attached to the retainer on the carpet, if equipped.
Vehicles Involved
Involved are certain 2012 model year Buick Enclave; Cadillac CTS; Chevrolet Cruze, Equinox, Impala, Traverse, Volt; GMC Acadia and Terrain vehicle registered in the U.S.
Important
Dealers are to confirm vehicle eligibility prior to beginning repairs by using the Required Field Actions section in the Global Warranty Management system. Not all vehicles 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 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.
Part Information
Note
Carpeted and all-weather floor mats may not be available for all models at all times. Your request to the ADI will prioritize the orders. Do not place orders for vehicles in dealer inventory. Mats will be sent for inventory vehicles as they become available.
To obtain mats for this program you will need to use the following process:
At Point-of-Sale:
- Inform the customer that as part of the pre-delivery process, mats will be obtained for their vehicle. If carpeted mats are unavailable at the time of delivery, all-weather mats, if available, will be provided at no charge as an interim solution until carpeted mats are available.
- Submit to your Accessory Distributor Installer (ADI) the attached Mat Request Form. Your ADI will provide the appropriate carpeted floor mat if available or the all-weather mat if available.
At Point of Delivery:
If all-weather mats were provided, inform the customer you will notify them when the carpeted mats are available. When the carpeted floor mats are installed in the vehicle, please submit a warranty transaction using the labor code provided in this bulletin.
Post-Delivery:
- Once carpeted floor mats are received by your ADI, they will be delivered to you in the same manner as a Limited Promotion Option (LPO).
- Upon receipt of the carpeted floor mats, if the vehicle has been delivered to the customer, contact the customer and request that they return for the installation of the carpeted floor mats.
Note
All-weather mats should NOT be put into stock vehicles.
Service Procedure
Warning
If a floor mat is the wrong size, not properly installed, or stacked, it can interfere with the pedals. Interference with the pedals can cause unintended acceleration and/or increased stopping distance, which can cause a crash and injury. Make sure the floor mat does not interfere with the pedals and is securely attached to the retainer on the carpet, if equipped.
1. If the vehicle was delivered with all-weather floor mats because carpeted floor mats were not available, remove the all-weather floor mats and place them in the trunk or rear cargo area. Customers do not need to return the all-weather floor mats.
2. Install the carpeted floor mats. Refer to Floor Mats in the Owner Manual.
Warranty Transaction Information
Submit a transaction using the table below.
Customer Notification
When carpeted floor mats are available, dealers are to contact the customer and request that they return for the installation of the carpeted floor mats.
Dealer Program Responsibility
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 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. 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 in the future, you must take the steps necessary to be sure the program correction has been made before selling or releasing the vehicle.
Disclaimer
CUSTOMER SATISFACTION
Bulletin No.: 11286
Date: October 07, 2011
Subject: -11286 Carpeted Floor Mats Missing
Models:
2012 Buick Enclave
2012 Cadillac CTS
2012 Chevrolet Cruze, Equinox, Impala, Traverse, Volt
2012 GMC Acadia, Terrain
Registered in Canada
Vehicles involved in this program will be loaded to the Global Warranty Management System - Investigate Vehicle History Application on a weekly basis as they are shipped to dealers.
Condition
Certain 2012 model year Buick Enclave; Cadillac CTS; Chevrolet Cruze, Equinox, Impala, Traverse, Volt; GMC Acadia and Terrain vehicles registered in Canada are being delivered to dealers without carpeted floor mats. The supplier who makes the floor mats has been affected by the recent flooding on the East Coast and is unable to produce the carpeted floor mats.
Correction
Dealers are to install carpeted floor mats when the mats become available. When dealers sell an involved vehicle to a customer, dealers are to explain the situation to the customer and place an order for all-weather floor mats. If the vehicle is already equipped with all-weather floor mats as a Limited Promotion Option (LPO), another set of all-weather floor mats should not be ordered. All-weather floor mats are to be installed in sold vehicles only - do not order for vehicles in dealer inventory. GM will contact the customer by letter when the carpeted floor mats are available for installation.
If dealers have already delivered a vehicle to a customer without floor mats, dealers are to contact the customer and provide them with the all-weather floor mats until the carpeted floor mats are available.
Note
Customers do not need to return the all-weather floor mats when the carpeted floor mats are installed; however, only one set of floor mats (carpeted or all-weather) are to be installed in the vehicle. Place the other set in the trunk or rear cargo area. If a floor mat is the wrong size, not properly installed, or stacked, it can interfere with the pedals. Interference with the pedals can cause unintended acceleration and/or increased stopping distance, which can cause a crash and injury. Make sure the floor mat does not interfere with the pedals and is securely attached to the retainer on the carpet, if equipped.
Vehicles Involved
Involved are certain 2012 model year Buick Enclave; Cadillac CTS; Chevrolet Cruze, Equinox, Impala, Traverse, Volt; GMC Acadia and Terrain vehicles registered in Canada.
Important
Dealers are to confirm vehicle eligibility prior to beginning repairs by using the Required Field Actions section in the Global Warranty Management System - Investigate Vehicle History Application. Not all vehicles 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 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
Parts 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.
Service Procedure
Warning
If a floor mat is the wrong size, not properly installed, or stacked, it can interfere with the pedals. Interference with the pedals can cause unintended acceleration and/or increased stopping distance, which can cause a crash and injury. Make sure the floor mat does not interfere with the pedals and is securely attached to the retainer on the carpet, if equipped.
Install the all-weather floor mats. Refer to Floor Mats in the Owner Manual.
Warranty Transaction Information
Submit a transaction using the table below.
* Installation of floor mats paid under dealer PDI.
Customer Notification
When carpeted floor mats are available, General Motors will notify customers of this program on their vehicle.
Dealer Program Responsibility
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 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. 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 in the future, you must take the steps necessary to be sure the program correction has been made before selling or releasing the vehicle.
Disclaimer