Safety Recall N192265980 Loss of Power Steering Assist – 2014-2016 Chevrolet SS

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Product Safety Recall
N192265980 Loss of Power Steering Assist
Copyright 2019 General Motors. All Rights Reserved. Page 1 of 6
Release Date:
January 2020
Revision:
00
Attention:
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 November 07, 2019. 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.
Make
Model
Model Year
RPO
Description
From
To
Chevrolet
SS
2014
2016
Chevrolet
Caprice (Export only)
2014
2016
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
General Motors has decided that a defect which relates to motor vehicle safety exists in certain 2014 – 2016 model year Chevrolet SS, and Caprice (Export only) vehicles that were subject to NHTSA Recall No. 17V382 (GM 17248) and may have been incorrectly inspected. These vehicles may experience loss of electric power steering (“EPS”) assistance while driving or idling as a result of fretting corrosion on the connector between the EPS module and the torque sensor. If power steering assist is lost, manual steering functionality is retained but would require an increased steering effort, particularly at lower speeds, increasing the risk of a crash.
Correction
Dealers will replace the steering gear assembly with a new assembly fitted with gold-plated terminals.
Parts
Quantity
Part Name
Part No.
1
Electric Belt Drive Rack and Pinion Steering Gear
92289255
2
Steering Gear Boot Inner Clamp
22913281
4
Steering Gear Bolt (TTY)
11611833
2
Steering Tie Rod to Knuckle Nut
11609282
1
Front Lower Control Arm Front Bolt
92139183
1
Front Lower Control Arm Front Nut
11609283
1
Intermediate Shaft To Steering Gear Bolt
11609752
2
Intermediate Shaft To Steering Column Bolt – shows as sway bar nut in EPC
11588431
Important: Use the VIN and the GM Electronic Parts Catalog (EPC) to determine which power steering gear assembly to order.
IMPORTANT: It is estimated that 531 involved vehicles will require part replacement. Due to the small number of vehicles anticipated that will need this fix and the limited initial parts availability, dealers are encouraged not to order these parts for use as shelf stock.
Reminder: Parts may be removed from Retail Inventory Management (RIM). Dealers should review the affected parts to confirm RIM managed status.
Product Safety Recall
N192265980 Loss of Power Steering Assist
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Warranty Information
Labor Operation
Description
Labor Time
Trans. Type
Net Item
9104710*
Electric Belt Drive Rack and Pinion Steering Gear Replacement-Includes Module Programming
Add: Front Toe Alignment
Add: Relearn Steering Angle Sensor
2.0
0.7
0.1
ZFAT
N/A
9104785
Customer Reimbursement Approved
– For USA dealers only
– For Export dealers only
N/A
0.2
ZFAT
**
9104786
Customer Reimbursement Denied – For USA dealers only
N/A
ZFAT
***
9104937
Working Capital Assistance Program Reimbursement
N/A
ZFAT
****
Note: To avoid having to “H” route the customer reimbursement transaction for approval, it must be submitted prior to the repair transaction.
* Includes front wheel alignment, power steering control module programming and steering wheel angle sensor centering.
To avoid warranty transaction rejections, carefully read and follow the instructions below:
• The SPS Warranty Claim Code must be accurately entered in the “SPS 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 “SPS Warranty Claim Code” field of the transaction, otherwise the transaction will reject. It is best practice to enter the FINAL code provided by SPS.
Warranty Claim Code Information Retrieval
If the SPS Warranty Claim Code was not recorded on the Job Card, the code can be retrieved in the SPS system as follows:
1. Open TIS on the computer used to program the vehicle.
2. Select and start SPS.
3. Select Settings.
4. Select the Warranty Claim Code tab.
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.
** For USA: Submit the dollar amount reimbursed to the customer in Net/Reimbursement. Submit $20.00 administrative allowance in Net/Admin Allowance.
For Export: Submit the dollar amount reimbursed to the customer in Net/Reimbursement.
*** Submit $10.00 administrative allowance in Net/Admin Allowance.
Working Capital Assistance Program (WCAP) Reimbursement – USED INVENTORY ONLY
Note: USA Only – To avoid having to “H” route the WCAP transaction for approval, it must be submitted prior to the repair transaction.
Important: The WCAP ZSET transaction labor code, 9800042, provided in the dealer message sent on December 10, 2019, must have been submitted prior to the submittal of the ZFAT transaction labor code or the claim will reject.
**** USA Dealers Only – For vehicles eligible under the Working Capital Assistance Program, the amount should be submitted in Net Item/Miscellaneous. This amount has been calculated to a daily value for the days that the vehicle was in used dealer inventory and not available for sale. This reimbursement is limited to the number of days from the date of the stop sale/stop delivery order, (December 10, 2019) to the date the inspection or repair closed the recall bulletin. (not to exceed 39 days).
Product Safety Recall
N192265980 Loss of Power Steering Assist
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Vehicle
Working Capital Assistance Reimbursement Amount – USA Only
2014 Chevrolet SS
$8.65
2015 Chevrolet SS
$10.21
2016 Chevrolet SS
$11.88
Service Procedure
Note: Programming the power steering control module and completing a wheel alignment is required after replacing the Electric Belt Drive Rack and Pinion Steering Gear. Refer to Power Steering Control Module Programming and Setup and Wheel Alignment in SI. Module Configuration and Setup MUST be completed after programming the power steering control module.
Replace the Electric Belt Drive Rack and Pinion Steering Gear. Refer to Electric Belt Drive Rack and Pinion Steering Gear Replacement in SI.
Note: Use Loctite 272 on the front lower control arm nut and bolt when installing.
Dealer Responsibility – For USA & Export (USA 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 US 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 US National Highway Traffic Safety Administration if the recall is not completed within a reasonable time.
Dealer Responsibility – All
All new, used, GM Certified Used, courtesy transportation vehicles, dealer shuttle vehicles, etc. in dealers’ possession and subject to this recall 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, dealer-traded, 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 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. A copy of the customer letter is provided in this bulletin for your use in contacting customers. Recall 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 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 recall 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 recall.
Product Safety Recall
N192265980 Loss of Power Steering Assist
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Customer Notification
USA – General Motors will notify customers of this recall 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.
Customer Reimbursement
Customer requests for reimbursement of previously paid repairs to correct the condition described in this bulletin are to be submitted to the dealer prior to or by February 28, 2021. See General Motors Service Policies and Procedures Manual, Section 6.1.11 – Product Field Action Customer Reimbursement Procedure (USA & Canada) or local Policies and Procedures, for details.
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
Product Safety Recall
N192265980 Loss of Power Steering Assist
Page 5 of 6
IMPORTANT SAFETY RECALL
February 2020
This notice applies to your vehicle, VIN: _____________________________________
Dear General Motors Customer:
This notice is sent to you in accordance with the National Traffic and Motor Vehicle Safety Act.
General Motors has decided that a defect which relates to motor vehicle safety exists in certain 2014 – 2016 model year Chevrolet SS, and Caprice (Export only) vehicles that were subject to NHTSA Recall No. 17V382 (GM 17248) and may have been incorrectly inspected. As a result, GM is conducting a safety recall. We apologize for this inconvenience. However, we are concerned about your safety and continued satisfaction with our products.
IMPORTANT
• Your vehicle is involved in GM safety recall N192265980.
• Schedule an appointment with your Chevrolet dealer.
• This service will be performed for you at no charge.
Why is your vehicle being recalled?
The subject vehicles may have been incorrectly inspected under NHTSA Recall No. 17V382 (GM 17248) and, as a result, required steering gear replacements may not have been made under that recall. These vehicles may experience loss of electric power steering (“EPS”) assistance while driving or idling as a result of fretting corrosion on the connector between the EPS module and the torque sensor. If power steering assist is lost, manual steering functionality is retained but would require an increased steering effort, particularly at lower speeds, increasing the risk of a crash.
What should you do?
You should contact your GM dealer to arrange a service appointment as soon as possible.
Did you already pay for this repair?
Even though you may have previously had repairs for this condition, you will still need to take your vehicle to your dealer for additional repairs. If you have already paid for repairs for the recall condition, please complete the enclosed reimbursement form and present it to your dealer with all required documents. Working with your dealer will expedite your request, however, if this is not convenient, you may mail the completed reimbursement form and all required documents to Reimbursement Department, PO Box 33170, Detroit, MI 48232-5170. The completed form and required documents must be presented to your dealer or received by the Reimbursement Department by February 28, 2021, unless state law specifies a longer reimbursement period.
Do you have questions?
If you have questions or concerns that your dealer is unable to resolve, please contact the appropriate Customer Assistance Center at the number listed below.
Division
Number
Text Telephones (TTY)
Chevrolet
1-800-630-2438
1-800-833-2438
Puerto Rico – English
1-800-496-9992
Puerto Rico – Español
1-800-496-9993
Virgin Islands
1-800-496-9994
If after contacting your dealer and the Customer Assistance Center, you are still not satisfied we have done our best to remedy this condition without charge and within a reasonable time, you may wish to write the Administrator, National Highway Traffic Safety Administration, 1200 New Jersey Avenue, SE, Washington, DC 20590, or call the toll-free Vehicle Safety Hotline at 1.888.327.4236 (TTY 1.800.424.9153), or go to https://www.safercar.gov. The National Highway Traffic Safety Administration Campaign ID Number for this recall is 19V801.
Federal regulation requires that any vehicle lessor receiving this recall notice must forward a copy of this notice to the lessee within ten days.
Maryann L. Combs
Product Safety Recall
N192265980 Loss of Power Steering Assist
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Vice President
Global Vehicle Safety
Enclosure
GM Recall: N192265980
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GLOBAL SAFETY FIELD INVESTIGATIONS
DCS5212
URGENT – DISTRIBUTE IMMEDIATELY
Date: November 07, 2019
Subject: Upcoming Safety Recall N192265980
Loss of Power Steering Assist
Models: 2014-2016 Chevrolet Caprice
2014-2016 Chevrolet SS
To: All General Motors Dealers
STOP DELIVERY ORDER
General Motors has notified the National Highway Traffic Safety Administration (NHTSA) about an upcoming safety recall that involves 2014-2016 model year Chevrolet Caprice and SS vehicles. The GM recall number is N192265980.
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 until the defect is remedied.
These vehicles may experience a loss of electric power steering (“EPS”) assist while driving. Loss of EPS assist may last an entire ignition cycle, but may return once the vehicle is restarted. Customers may experience this condition during subsequent ignition cycles. If power steering assist is lost, manual steering functionality is retained but would require increased steering effort, particularly at lower speeds, increasing the risk of a crash.
Parts are not currently available, but when parts are available, dealers will replace the power steering gear assembly.
Until further instructions are received, involved vehicles that are in dealers’ possession (new or used vehicle inventory, GM Certified Used, courtesy transportation vehicles, dealer shuttle vehicles, etc.) must be held and not delivered to customers, dealer-traded, released to auction, used for demonstration purposes or any other dealer use. All GM Certified Used vehicles currently in the dealers’ inventory within the Certified Pre-Owned Inventory System (CPOIS) will be de-certified.
The Investigate Vehicle History (IVH) screen in the Global Warranty Management (GWM) system will be updated for this upcoming recall on
November 07, 2019. This action has been taken to assist dealers with determining which vehicles are involved so they can properly respond to customer inquiries.
Question and Answer Document (Q&A)
Attached to this message you will find a document that addresses the ten most likely questions customers may have regarding this Safety Recall. Please use this information as an aid to confidently answer customer concerns.
Dealers will be advised when the recall bulletin is released. Until the recall bulletin is released, the IVH screen in GWM will display “N/A” under Release Date and “Incomplete – Remedy not yet available” under Status. This means the required repair is not yet available and dealers should not attempt to perform any repairs.
END OF MESSAGE
GLOBAL SAFETY FIELD INVESTIGATIONS
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GLOBAL SAFETY FIELD INVESTIGATIONS
DCS5284
URGENT – DISTRIBUTE IMMEDIATELY
Date: January 16, 2020
Subject: N192265980 – Safety Recall
Loss of Power Steering Assist
Models: 2014-2016 Chevrolet Caprice (Export only)
2014-2016 Chevrolet SS
To: All General Motors Dealers
General Motors is releasing Safety Recall N192265980 today. The total number of U.S. vehicles involved is approximately 476. Please see the attached bulletin for details.
Vehicles involved in this recall were placed on stop delivery December 10, 2019. Once the service procedure contained in the bulletin has been performed on the vehicle, the vehicle is released from stop delivery and the vehicle can be delivered to the customer.
Question and Answer Document (Q&A)
Attached to this message you will find a document that addresses the ten most likely questions customers may have regarding this Safety Recall. Please use this information as an aid to confidently answer customer concerns.
Working Capital Assistance Program (WCAP) Eligibility
Vehicles which were in dealer inventory at the time of this bulletin release were eligible for WCA. Please refer to the attached bulletin and GlobalConnect Message GCUS-9-7345 for additional information.
Customer Letter Mailing
The customer letter mailing will begin on February 04, 2020.
Global Warranty Management (GWM)
The Required Field Action section on the Investigate Vehicle History (IVH) screen will be updated January 16, 2020. There are no involved vehicles in dealer new inventory. Please hold all warranty transactions until IVH has been updated.
END OF MESSAGE
GLOBAL SAFETY FIELD INVESTIGATIONS
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GM CUSTOMER CARE AND AFTERSALES
DCS5256
URGENT – DISTRIBUTE IMMEDIATELY
Date: December 10, 2019
Subject: Upcoming Safety Recall N192265980
Loss of Power Steering Assist
Application for Used Vehicle Working Capital Assistance Program (WCAP)
Models: 2014-2016 Chevrolet SS
To: All General Motors Dealers
On November 07, 2019, GM sent to all GM dealers GlobalConnect Message GCUS-3-1658 regarding safety recall N192265980.
The required repair to complete this recall is not yet available. Until further instructions are received, the involved vehicles that are in dealers’ possession (new or used vehicle inventory, GM Certified Used, courtesy transportation vehicles, dealer shuttle vehicles, etc.) must be held and cannot be delivered to customers, dealer-traded, released to auction, used for demonstration purposes or put to any other use.
This message is to inform US dealers who have involved vehicles in their inventory that they can now apply for the used vehicle Working Capital Assistance Program (“WCAP”) for safety recall N192265980.
Before proceeding with the application process described below, dealers must verify vehicle eligibility based on the program terms and guidelines that were provided in GM GlobalConnect Message GCUS-9-7345 dated February 21, 2019. Applications submitted on ineligible vehicles are subject to chargeback of any incentives paid to the dealer under the WCAP. Because compensation and tracking requires visibility into dealers’ inventory, dealers must also have agreed to a Dealer Data Share agreement with GM in order to receive any compensation under this program.
To apply for the WCAP for safety recall N192265980, dealers must access the GM Global Warranty Management (GWM) system and submit a “ZSET” warranty transaction using the labor code provided below for each eligible vehicle. This zero dollar special transaction type is the dealer’s application for compensation and constitutes a representation from the dealer that the vehicle is eligible for WCAP assistance.
Note: Acceptance of the warranty transaction does not ensure vehicle eligibility or guarantee the provision of any assistance as defined by program terms and guidelines.
Labor Code
Description
Labor Time
Trans Code
9800042
Working Capital Assistance for Safety Recall N192265980
N/A
ZSET
To be eligible for the WCAP, a vehicle must be in dealer inventory at the time the related field action bulletin is released. If a vehicle has been delivered, wholesaled or otherwise disposed of prior to release of the bulletin, the vehicle is not eligible for assistance. Additionally, recalled vehicles taken in on trade may be eligible for assistance if the dealer immediately reports the vehicle in used vehicle inventory via its Dealer Management System (DMS) and makes application through the GWM system.
To ensure that GM is receiving daily inventory information, which is necessary to process payments and make eligibility determinations under the WCAP, the dealer’s vehicles must be properly identified in the dealership’s DMS. A daily feed of this information is provided to GM through the Dealer Data Share (DDS) agreement.
Beginning with the 1st quarter of 2019, all WCAP payments will be facilitated through the Global Warranty Management (GWM) system. For each eligible vehicle, a qualifying dealer will submit for WCAP vehicle enrollment with a “ZSET” transaction type and for reimbursement with a “ZFAT” transaction type both through the GWM system. If approved, a WCAP credit for that vehicle will be issued to the dealer’s “open account” similar to any other warranty credit. WCAP submission instructions and the required labor code will also be provided in the appropriate field action bulletin. Each WCAP transaction being credited will be clearly identified on the dealer’s daily credit memo.
In order to receive payment, a dealer must have timely reported the vehicle in used vehicle inventory, retained the vehicle until the related field action bulletin is released, and properly applied for the WCAP payment. The vehicle must also be otherwise eligible under WCAP rules and guidelines.
GM reserves the right to amend, modify, terminate, or cancel this program at any time in its sole discretion.
END OF MESSAGE GM CUSTOMER CARE AND AFTERSALES
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