Customer Satisfaction Program N202315380 Steering Gear Manufacturing Issue – 2020-2021 Chevrolet & GMC

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GLOBAL SAFETY FIELD INVESTIGATIONS
DCS5620
URGENT – DISTRIBUTE IMMEDIATELY
Date: December 17, 2020
Subject: N202315380 – Customer Satisfaction Program
Steering Gear Manufacturing Issue
Models: 2020 Chevrolet Silverado 1500
2021 Chevrolet Suburban, Tahoe
2020 GMC Sierra 1500
To: All General Motors Dealers
General Motors is releasing Customer Satisfaction Program N202315380
today. The total number of U.S. vehicles involved is 38. Please see the
attached bulletin for details.
Customer Letter Mailing
The customer letter mailing will begin on January 5, 2021.
Global Warranty Management (GWM)
The Required Field Action section on the Investigate Vehicle History (IVH) screen will
be updated December 18, 2020 or sooner. A list of involved vehicles in dealer new
inventory is attached to this message. Please hold all warranty transactions until IVH
has been updated.
END OF MESSAGE
GLOBAL SAFETY FIELD INVESTIGATIONS
Customer Satisfaction Program
N202315380 Steering Gear Manufacturing Issue
Release Date: December 2020 Revision: 00
Attention: This program is in effect until January 31, 2023.
Make Model
Model Year
From To RPO Description
Chevrolet Silverado 1500 2020 2020
GMC Sierra 1500 2020 2020
Chevrolet Suburban 2021 2021
Chevrolet Tahoe 2021 2021
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
A small number of 2020 model year Chevrolet Silverado 1500 and GMC Sierra 1500, and 2021 model
year Chevrolet Suburban and Tahoe vehicles may have been built with a cracked steering gear ballnut
which could result in noise and reduction of steering performance.
Correction Dealers are to replace the steering gear.
Parts
Quantity Part Name Part No.
1 Steering Gear Use EPC
Note: Use the VIN and the GM Electronic Parts Catalog (EPC) to determine which steering gear to order.
Reminder: Parts may be removed from Retail Inventory Management (RIM). Dealers should review the affected parts
to confirm RIM managed status. Parts may have quantity limiters in effect.
Warranty Information
Labor
Operation Description
Labor
Time
Trans.
Type
Net
Item
9105383 Electric Belt Drive Rack and Pinion Steering Gear Replacement
(Includes time for front end alignment)
Truck
SUV
2.0
2.2
ZFAT N/A
Service Procedure
Replace the steering gear. Refer to Electric Belt Drive Rack and Pinion Steering Gear Replacement in SI.
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 January 31, 2023. 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. 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 January 31, 2023, 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.
Customer Satisfaction Program
N202315380 Steering Gear Manufacturing Issue
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Dealer Reports
For dealers with involved vehicles, a listing has been prepared and will be available through GM GlobalConnect Maxis
Field Action Reports or sent directly to export dealers. The Inventory tab of the dealer reports will contain VINs that
apply to this field action. This information is intended to assist dealers with the PROMPT COMPLETION of these
vehicles. The Customer In-Service tab will contain customer names and addresses from Motor Vehicle Registration
Records. The use of such motor vehicle registration data for any purpose other than follow-up necessary to complete
this field action may be a violation of law in several states.
Courtesy Transportation – For USA & Canada
Courtesy transportation is available for customers whose vehicles are involved in a product program and still within the
warranty coverage period. See General Motors Service Policies and Procedures Manual for courtesy transportation
program details.
Customer Notification
USA & Canada – General Motors will notify customers of this program on their vehicle (see copy of customer letter included
with this bulletin).
Customer Satisfaction Program
N202315380 Steering Gear Manufacturing Issue
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January 2021
This notice applies to your vehicle, VIN: ________________________________
Dear General Motors Customer:
We have learned that your 2020 model year Chevrolet Silverado or GMC Sierra, or 2021 model year Chevrolet
Suburban or Tahoe may have been built with a cracked steering gear ballnut which could result in noise and reduction
of steering performance.
Your satisfaction with your Silverado, Sierra, Suburban, or Tahoe is very important to us, so we are announcing a
program to prevent this condition or, if it has occurred, to fix it.
What We Will Do: Your GM dealer will replace the steering gear. This service will be performed for you at no charge
until January 31, 2023. After that, any applicable warranty will apply.
What You Should Do: To limit any possible inconvenience, we recommend that you contact your dealer as soon as
possible to schedule an appointment for this repair. By scheduling an appointment, your dealer can ensure that the
necessary parts will be available on your scheduled appointment date.
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)
Chevrolet 1-800-630-2438 1-800-833-2438
GMC 1-866-996-9463 1-800-462-8583
Puerto Rico – English 1-800-496-9992
Puerto Rico – Español 1-800-496-9993
Virgin Islands 1-800-496-9994
We truly appreciate you taking the time to remedy your vehicle as we know your time is valuable. We want you to know
that we will do our best, throughout your ownership experience, to ensure that your GM vehicle provides you many
miles of enjoyable driving.
Neelie O’Connor
Global Executive Director
Customer Experience Operations
N202315380

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