Customer Satisfaction Program N202310460 Customers Double Charged for Remote Start – 2020 Buick Encore GX

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Customer Satisfaction Program
N202310460 Customers Double Charged for Remote Start
Copyright 2020 General Motors. All Rights Reserved. Page 1 of 4
Release Date: October 2020 Revision: 01
Revision Description: This bulletin is being updated to list the specific reimbursement on lease vehicles.
Please discard all previous copies of N202310460.
Attention: This program is in effect until November 30, 2022.
Make Model
Model Year
From To RPO Description
Buick Encore GX 2020 2020 GFC
and
Y55
Trim Package RST and Sales
Package Comfort
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
Certain 2020 model year Buick Encore GX vehicles, equipped with the Sport Touring (RPO GFC) and
the Cold Weather Comfort (RPO Y55), may have been double charged for the remote start at the time
of purchase.
Correction Dealers are to provide the customer with a reimbursement check in the amount of $300 (leased vehicles
have a specific amount which are listed at the end of this bulletin).
Parts
No parts are required for this repair.
Warranty Information
Labor
Operation Description
Labor
Time
Trans.
Type
Net
Item
9105289 Customer Reimbursement Check Issued N/A ZFAT *
*Submit the dollar amount reimbursed to the Customer in Net/Reimbursement. The amount identified in Net Item is the
$300.00 dealer check issued to a customer. Customers who are identified as a lessee will receive the specific amount
owed as stated in their owner letter. A list of these amounts by VIN is included at the end of this bulletin. Record the
check number in the Invoice Number field. Record the VIN on the check. Submit $20.00 administrative allowance in
Net/Admin Allowance.
Service Procedure
Important: Dealers are to verify these three pieces of information prior to issuing a reimbursement check:
1. Original Owner Letter provided by General Motors
2. Vehicle registration
3. Driver’s license or state ID, verify that it matches the registration and owner letter
Issue the customer a reimbursement check in the amount of $300.00 (or amount specified in the leased vehicle list at the
end of this bulletin). Record the check number in the Invoice Number field and record the VIN on the check.
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 September 30, 2022. 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
Customer Satisfaction Program
N202310460 Customers Double Charged for Remote Start
Page 2 of 4
bulletin. A copy of the customer letter is provided in this bulletin for your use in contacting customers. Program followup
cards should not be used for this purpose, since the customer may not as yet have received the notification letter.
In summary, through September 30, 2022, 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 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.
Customer Notification
USA & Canada – General Motors will notify customers of this program on their vehicle (see copy of customer letter included
with this bulletin). Customers identified as Lessees will be notified of the reimbursement amount in their customer letter.
Double Charge Reimbursement Amounts by VIN for Leased vehicles
VIN Amount Due to Customer
KL4MMCSL0LB072754 $163.12
KL4MMCSL1LB070222 $177.51
KL4MMBS27LB091464 $157.60
KL4MMCSL4LB078573 $146.24
KL4MMBS26LB067785 $149.48
KL4MMCSL3LB067306 $156.35
KL4MMCSL1LB076313 $149.61
KL4MMBS20LB067281 $152.95
KL4MMBS29LB077419 $159.68
KL4MMCSL1LB082600 $155.43
KL4MMBS28LB077301 $158.61
KL4MMCSL4LB095227 $139.18
KL4MMBS20LB083030 $160.26
KL4MMCSL7LB066529 $114.44
KL4MMBS23LB085015 $156.83
KL4MMCSL4LB097656 $175.93
KL4MMBS27LB082070 $180.39
KL4MMBS23LB067646 $159.72
KL4MMBS23LB068148 $161.21
KL4MMBS26LB081296 $162.37
Customer Satisfaction Program
N202310460 Customers Double Charged for Remote Start
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KL4MMBS2XLB079549 $159.32
KL4MMCSL9LB083316 $150.90
KL4MMBS20LB084792 $135.22
KL4MMCSL8LB095960 $145.32
KL4MMBS21LB098166 $138.96
KL4MMBS21LB097793 $154.75
KL4MMBS21LB094859 $135.70
KL4MMCSL2LB097588 $149.46
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
Customer Satisfaction Program
N202310460 Customers Double Charged for Remote Start
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October 2020
This notice applies to your vehicle, VIN: ________________________________
Dear General Motors Customer:
We have learned that your 2020 model year Buick Encore GX may have a condition in which a double charge was
applied for the remote start at the time of vehicle purchase.
What We Will Do: Your GM dealer will provide you with a reimbursement check in the amount of $300 (or specific
amount per lease vehicle). This reimbursement is available to you until November 30, 2022.
What You Should Do: To limit any possible inconvenience, we recommend that you contact your dealer as soon as
possible to begin the reimbursement process. Please provide this customer letter, your driver’s license or state ID and
vehicle registration to present to the dealer in order to receive your reimbursement check.
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.
Division Number Text Telephones (TTY)
Buick 1-800-521-7300 1-800-832-8425
Puerto Rico – English 1-800-496-9994
Puerto Rico – Español 1-800-496-9993
Virgin Islands 1-800-496-9994
We want you to know that we will do our best, throughout your ownership experience, to ensure that your Buick Encore
provides you many miles of enjoyable driving.
Neelie O’Connor
Global Executive Director
Customer Experience Operations
N202310460
GLOBAL SAFETY FIELD INVESTIGATIONS
DCS5542
URGENT – DISTRIBUTE IMMEDIATELY
Date: October 14, 2020
Subject: N202310460-01 – Customer Satisfaction Program
Customers Double Charged for Remote Start
Revised Warranty Information
Models: 2020 Buick Encore GX
To: All General Motors Dealers
This bulletin is being updated to list the specific reimbursement on lease
vehicles. Please discard all previous copies of N202310460.
Customers who are identified as a lessee will receive the specific amount
owed as stated in their owner letter. A list of these amounts by VIN is included
at the end of the bulletin and is attached to this message for reference.
Customer Letter Mailing
The customer letter mailing will begin on October 26, 2020. If a customer
comes into your dealership for any other reason prior to receiving their owner
letter, proceed with the reimbursement.
END OF MESSAGE
GLOBAL SAFETY FIELD INVESTIGATIONS

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