Customer Satisfaction Program N202320510 Water Pump Failure – US and Canada Only – 2020-2021 Cadillac Chevrolet GMC

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GLOBAL SAFETY FIELD INVESTIGATIONS
DCS5594
URGENT – DISTRIBUTE IMMEDIATELY
Date: December 1, 2020
Subject: N202320510 – Customer Satisfaction Program
Water Pump Failure – US and Canada Only
Models: 2020 Cadillac CT4
2020-2021 Cadillac CT5
2020-2021 Chevrolet Silverado 1500
2020-2021 GMC Sierra 1500
Equipped with Engine-Gas, 4 CYL, L4, 2.7L or 2.0L (RPO L3B or LSY)
To: All General Motors Dealers
General Motors is releasing Customer Satisfaction Program N202320510
today. The total number of U.S. vehicles involved is approximately 345.
Please see the attached bulletin for details.
Customer Letter Mailing
The customer letter mailing will begin in the near future.
Global Warranty Management (GWM)
The Required Field Action
section on the Investigate Vehicle History (IVH) screen will be updated December 2,
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
N202320510 Water Pump Failure – US and Canada Only
Release Date: December 2020 Revision: 00
Attention: This program is in effect until December 31, 2022.
Make Model
Model Year
From To RPO Description
Cadillac
CT4 2020 2020
L3B or
LSY
Engine-Gas, 4 CYL, L4, 2.7L or
Engine-Gas, 4 CYL, L4, 2.0L
CT5
Chevrolet Silverado 1500 2020 2021
GMC Sierra 1500
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 Cadillac CT4 and 2020-2021 model year Cadillac CT5, Chevrolet Silverado or
GMC Sierra vehicles, equipped with a gas engine, may have a condition in which the printed circuit board
inside of the water pump may have been manufactured incorrectly potentially causing a water pump
failure. The vehicle coolant system temperature is monitored and will display multiple warnings to the
customer as coolant temperatures rise. At a set coolant temperature, the MIL will illuminate, DTC P2B85
will set in the engine control module (ECM), the oil pressure gauge will indicate high oil pressure and
reduced torque with notification to the driver of reduced power will occur. If the customer continues to
drive after this warning and the coolant temperature continues to rise, a chime will occur, the AC will be
disabled and an additional message instructing the driver to idle will illuminate. If the customer continues
to drive the vehicle after all previous warnings and the coolant temperature continues to rise a message
the engine will shut down could occur, and the engine will be shut down.
Correction Dealers will replace the water pump.
Parts
Quantity Part Name Part No.
1 Module Assembly – Water Pump 12706665
1 Module Assembly – Water Pump 55508938
3 Coolant – Engine Dexcool 50/50 PREMIX ACDELCO 1GAL 12378390 US
10953456 CA
Note: Use the vehicle identification number (VIN) and the GM Electronic Parts Catalog (EPC) to determine which water
pump and coolant to order.
It is estimated that there are only 366 involved vehicles that will require parts being replaced. Due to the small number
of vehicles anticipated that will need this repair 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. Parts may have quantity limiters in effect.
Warranty Information
Labor
Operation Description
Labor
Time
Trans.
Type
Net
Item
9105426 Electric Water Pump Replacement, Includes inspection:
CT4 and CT5
Silverado and Sierra
–
2.1
1.8
ZFAT N/A
Service Procedure
Replace the electric water pump assembly. Refer to Electric Water Pump 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
Customer Satisfaction Program
N202320510 Water Pump Failure – US and Canada Only
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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 December 31, 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
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 December 31, 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 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
N202320510 Water Pump Failure – US and Canada Only
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December 2020
This notice applies to your vehicle, VIN: ________________________________
Dear General Motors Customer:
We have learned that your 2020 model year Cadillac CT4 or 2020-2021 model year Cadillac CT5, Chevrolet Silverado
1500 or GMC Sierra 1500 vehicle, equipped with a gas engine, may have a condition in which the printed circuit board
inside of the water pump may have been manufactured incorrectly potentially causing a water pump failure. The vehicle
coolant system temperature is monitored and will display multiple warnings to the customer as coolant temperatures
rise. At a set coolant temperature, the MIL will illuminate, the oil pressure gauge will indicate high oil pressure and
reduced torque with notification to the driver of reduced power will occur. If the customer continues to drive after this
warning and the coolant temperature continues to rise, a chime will occur, the AC will be disabled and an additional
message instructing the driver to idle will illuminate. If the customer continues to drive the vehicle after all previous
warnings and the coolant temperature continues to rise a message the engine will shut down could occur, and the
engine will be shut down.
Your satisfaction with your GM vehicle 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 water pump. This service will be performed for you at no charge
until December 31, 2022. 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)
Cadillac 1-866-982-2339 1-800-833-2622
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
N202320510

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