2021-2022 Chevrolet Equinox & GMC Terrain Product Safety Recall N212343560 Tire Delamination

SEOCONTENT-START
Product Safety Recall
N212343560 Tire Delamination
Copyright 2021 General Motors. All Rights Reserved. Page 1 of 11
Release Date:
August 2021
Revision:
01
Revision Description: This bulletin is being revised to add the customer letter. Please discard all previous copies of N212343560.
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.
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. IMPORTANT: Please be sure the factory installed Hankook tires are being inspected for this recall and the inspection is not being performed on an alternate set of customer tires, such as winter, performance or accessory substitutes. If alternate tires are installed, the customer will have to return to the dealership with their OE tires.
Make
Model
Model Year
RPO
Description
From
To
Chevrolet
Equinox
2021
2022
GMC
Terrain
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 Hankook tires installed as original equipment on certain 2021 to 2022 model year Chevrolet Equinox and GMC Terrain vehicles. According to the tire manufacturer, Hankook Tire America Corporation (Hankook), under certain conditions, these tires may experience tread delamination because of a manufacturing irregularity. Delamination of tread may occur at high speeds. The tire will likely not deflate or burst, but the tread separation might compromise vehicle handling and/or cause a crash.
Correction
Dealers will inspect DOT number and barcode information on all tires on vehicles in the population and replace specific tires from the subject DOT number 0521.
Parts
Quantity
Part Name
Part No.
1-4 as Required
RR0 – TIRE ALL-235/50R19 SL 99H BW AL3
84337548
US Dealers:
If you have concerns acquiring replacement tires through your normal process, please call the GM Tire Program at 1-877-728-4737.
Canada Dealers:
If you have concerns acquiring replacement tires through your normal process, please call their Hankook Rep or 1-800-843-7709.
Export Dealers:
All export dealers are required to submit their involved vehicle claims once completed in cooperation with the local Hankook Tire Distributor. Follow the documentation instructions later in this bulletin.
Warranty Information
Tire Bar Code Information Chart
Note: Press ctrl+f that opens a find window where you can type in your bar code to search for it.
7989326851
7989326883
7989326918
7989327128
7989327159
7989326827
7989326852
7989326884
7989326919
7989327129
7989327160
7989326829
7989326853
7989326885
7989326920
7989327130
7989327161
7989326830
Product Safety Recall
N212343560 Tire Delamination
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7989326854
7989326887
7989326921
7989327131
7989327162
7989326831
7989326855
7989326888
7989327101
7989327132
7989327163
7989326832
7989326856
7989326890
7989327102
7989327133
7989327164
7989326833
7989326857
7989326891
7989327103
7989327134
7989327165
7989326834
7989326858
7989326892
7989327104
7989327135
7989327166
7989326835
7989326859
7989326893
7989327105
7989327136
7989327167
7989326836
7989326860
7989326894
7989327106
7989327137
7989327168
7989326837
7989326861
7989326896
7989327107
7989327138
7989327169
7989326838
7989326862
7989326897
7989327108
7989327139
7989327170
7989326839
7989326863
7989326899
7989327109
7989327140
7989327171
7989326840
7989326864
7989326900
7989327110
7989327141
7989326810
7989326841
7989326865
7989326901
7989327111
7989327142
7989326811
7989326842
7989326866
7989326902
7989327112
7989327143
7989326812
7989326843
7989326867
7989326903
7989327113
7989327144
7989326813
7989326844
7989326868
7989326904
7989327114
7989327145
7989326814
7989326845
7989326869
7989326905
7989327115
7989327147
7989326815
7989326846
7989326872
7989326906
7989327116
7989327148
7989326816
7989326847
7989326873
7989326907
7989327117
7989327149
7989326817
7989326848
7989326874
7989326908
7989327118
7989327150
7989326818
7989326849
7989326875
7989326909
7989327119
7989327151
7989326819
7989326876
7989326910
7989327120
7989327152
7989326820
7989326877
7989326912
7989327121
7989327153
7989326821
7989326878
7989326913
7989327122
7989327154
7989326822
7989326879
7989326914
7989327123
7989327155
7989326823
7989326880
7989326915
7989327125
7989327156
7989326824
7989326881
7989326916
7989327126
7989327157
7989326825
7989326882
7989326917
7989327127
7989327158
7989326826
Labor Operation
Description
Labor Time
Trans. Type
Net Item
9105875
DOT Code inspection only
0.2
ZFAT
N/A
9105876
Remove Tire(s) and Inspect inner label (no replacement required, includes DOT code inspection)
Add (each additional tire removed):
Includes Tire Balancing
0.5
0.3
9105877
Remove Tire(s) and Inspect inner label; replace at least one tire (includes DOT code inspection)
Add (each additional tire removed or replaced):
Includes Tire Balancing
0.5
0.3
Product Safety Recall
N212343560 Tire Delamination
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Service Procedure 5880978
1. Inspect the DOT code on the tire as shown.
• If the DOT code reads “0521” as shown above, proceed to step 2.
• If the DOT code DOES NOT read “0521,” no further action is required.
2. Remove the tire from the wheel. Refer to Tire Dismounting and Mounting in SI.
Product Safety Recall
N212343560 Tire Delamination
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5880982
3. Inspect the inside of the tire for the bar code sticker as shown.
• If the numbers below the bar code match any of the numbers on the provided chart, OR if the numbers are not legible replace the tire with a new tire and balance the new assembly. Refer to Tire Dismounting and Mounting in SI.
• If the numbers below the bar code DO NOT match any of the numbers on the provided chart, reinstall the original tire and rebalance the assembly. Refer to Tire Dismounting and Mounting in SI.
Additional Procedures for US/Canada
Federal regulations require all recalled tires to be completely disabled within 24 hours of removal. If the DOT code is 0521 and the bar code sticker matches the information provided in the chart, the tire needs to be rendered inoperable immediately after it is removed. It is necessary to drill two 13mm (or ½ inch) holes in the tire sidewall to ensure it is not put back into service. Do not drill through the DOT code or bar code sticker.
Product Safety Recall
N212343560 Tire Delamination
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5682490
Drill two 13mm holes in the tire sidewall. Do not drill through the DOT code or bar code sticker.
Additional Procedures Applicable to Export Countries Only
Dealers are required to contact local customers to coordinate vehicle inspection with the local Hankook Tire Distributor.
If the DOT code is 0521 and the bar code sticker matches the information provided in the chart, the tire needs to be replaced.
The defective tire must have the DOT code and the bar code sticker documented with photos. It is also necessary to drill two 13mm holes in the tire sidewall to ensure it is not put back into service.
Product Safety Recall
N212343560 Tire Delamination
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5880978
1. Take a picture of the DOT code.
5880982
2. Take a picture of the bar code sticker, making sure the numbers (if legible) are in focus.
Product Safety Recall
N212343560 Tire Delamination
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5682490
3. Drill two 13mm holes in the tire sidewall above the bar code sticker. Do not drill through the DOT code or bar code sticker. Take a picture of the holes, including the bar code sticker.
Tire Return Instructions:
Note: The recalled tire return procedures are region specific. Please follow your country’s return procedures outlined below.
Note: failure to comply with providing the necessary information puts the dealership at risk of a debited claim.
For US and Canada:
The following process only applies to vehicle tires replaced per this recall. Follow the normal process for all other warranty replacement tires.
Drill two 13mm or ½ inch holes in the sidewall immediately after removal per the instructions above.
Create a New Tire Pre-Repair Authorization Document in Global Warranty Management (GWM)
• Select ZREG transaction type
• Select Tire Replacement Pre-Repair Type
• Enter required information on Tire Pre-Repair Authorization tab. Required fields are marked with an “*”. Enter 8060600 in the Labor Operation field.
• Enter required information on the Tire Pre-Repair Authorization tab. Select “Other” as the Removal Reason and enter “Product Safety Recall N21-2343560, Tire DOT Date 0521 and Bar Code ________ (insert bar code number)” in the text box.
• For the two questions at the bottom of the page:
o Select “Yes” for the first question at the bottom of the page (Was there visible cracking….?) and enter “Product Safety N21-2343560, Tire DOT Date 0521 and Bar Code ________ (insert bar code number)” in the text box.
o Select “No” for the second question (Did the tire issue cause…..?)
• Print the GWM Tire Replacement Document. Attach a copy of the complete Document to the job card.
• Detach the shipping label portion of the document, attach a copy to each tire using clear packing tape.
• Mark tires with the word “RECALL” on the sidewall
• Ship tire(s) immediately to address on GWM shipping label.
Product Safety Recall
N212343560 Tire Delamination
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• Once the PRA is in “Accept” status, submit the transaction as follows:
o Select ZFAT transaction
o Enter Pre-Repair Authorization Number in the “Reference Number” field
o Use applicable tire replacement labor operation provided in this bulletin (9105877)
o Enter replacement tire part number and quantity in the Parts section
o No proration applies to used tires subject to this recall
o DO NOT select GM Pre-Repair Authorization in the “Authorization/Comments” section of the transaction
o DO NOT enter the PRA number in the Pre-Repair Authorization Number field.
For EXPORT COUNTRIES
Take photos per the service procedure and email to the country specific email address below.
Provide photos captured in the procedure above to the appropriate country representative listed in the table below.
Email Subject Line: GM Tire Recall N21-2343560
Country
Email Photos of Tire Information
Brazil
Leandro Marques De Figueiredo / [email protected]
Argentina, Uruguay
Sergio Pizarro / [email protected]
Mexico
Carlos Alberto Llerena Calderon / [email protected]
Korea
Jiyong Joung / [email protected]
U.A.E.
Sungjin BAE / [email protected]
Saudi Arabia
Yeonjoo LEE / [email protected]
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
Product Safety Recall
N212343560 Tire Delamination
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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 recall. 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 recall 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 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.
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
N212343560 Tire Delamination
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IMPORTANT SAFETY RECALL
September 2021
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 2021 – 2022 model year Chevrolet Equinox and GMC Terrain. 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 N212343560.
• Schedule an appointment with your GM dealer.
• This service will be performed for you at no charge.
Why is your vehicle being recalled?
According to the tire manufacturer, Hankook Tire America Corporation (Hankook), under certain conditions, these tires may experience tread delamination because of a manufacturing irregularity. Delamination of tread may occur at high speeds. The tire will likely not deflate or burst, but the tread separation might compromise vehicle handling, increasing the risk of a crash.
What will we do?
Your GM dealer will inspect DOT number and/or barcode information on all tires on vehicles in the population and replace specific tires from the subject DOT number 0521. This service will be performed for you free of charge.
What should you do?
You should contact your GM dealer to arrange a service appointment as soon as possible.
If you have already replaced an affected tire prior to your receipt of this notice due to the condition described, Hankook Tire will reimburse you for the cost of the comparable replacement tire, including mounting, balancing, and taxes. To be eligible for reimbursement, you must call Hankook Tire at 1-800-Hankook (426-5665), option 0, and provide the relevant documentation as instructed. For owners located in Canada, you must call Hankook Tire at 1-905-463-9802, extension 710. The tire must meet both the DOT and barcode number to be part of the recall. However, Hankook will also replace tires with an unreadable barcode. If a vehicle has one or three tires installed that are part of the recall, Hankook will provide replacement tires to ensure that both tires on an axle are replaced.
Because of service scheduling requirements, it is likely that your dealer will need your vehicle longer than the actual inspection and service correction time of approximately two hours.
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
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
Product Safety Recall
N212343560 Tire Delamination
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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 21V612.
Federal regulation requires that any vehicle lessor receiving this recall notice must forward a copy of this notice to the lessee within ten days.
Regina A. Carto
Vice President
Global Product Safety and Systems
GM Recall: N212343560**************************************************************************************************************GLOBAL SAFETY FIELD INVESTIGATIONS
DCS5888
URGENT – DISTRIBUTE IMMEDIATELY
Date: August 5, 2021
Subject: N212343560 – Safety Recall
Tire Delamination
Models: 2021 – 2022 Chevrolet Equinox
2021 – 2022 GMC Terrain
To: All General Motors Dealers
General Motors is releasing Safety Recall N212343560 today. The total number of U.S. vehicles involved is approximately 7,082. Please see the attached bulletin for details.
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.
Global Warranty Management (GWM)
The Required Field Action section on the Investigate Vehicle History (IVH) screen will be updated August 6, 2021 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**************************************************************************************************************GLOBAL SAFETY FIELD INVESTIGATIONS
DCS5905
URGENT – DISTRIBUTE IMMEDIATELY
Date: August 18, 2021
Subject: REVISION – N212343560-01 – Safety Recall
Tire Delamination
Customer Letter Added
Models: 2021 – 2022 Chevrolet Equinox
2021 – 2022 GMC Terrain
To: All General Motors Dealers
Bulletin N212343560-01 has been revised to include a copy of the customer notification letter. Please discard all copies of bulletin N212343560.
Customer Letter Mailing
The customer letter mailing will begin on August 30, 2021.
END OF MESSAGE
GLOBAL SAFETY FIELD INVESTIGATIONS**************************************************************************************************************GLOBAL SAFETY FIELD INVESTIGATIONS DCS5929 URGENT – DISTRIBUTE IMMEDIATELY Date: September 9, 2021 Subject: N212342780-01 – Safety Recall Improper Roof Rail Airbag Deployment Customer Letter Added Models: 2020-2022 Cadillac CT4 and CT5 To: All General Motors Dealers This bulletin has been updated to add the customer letter. Please discard all previous copies of N212342780. 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. Customer Letter Mailing The customer letter mailing completed on September 2, 2021. END OF MESSAGE GLOBAL SAFETY FIELD INVESTIGATIONS**************************************************************************************************************IMPORTANT SAFETY RECALL
September 2021
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 2021 – 2022 model year Chevrolet Equinox and GMC Terrain. 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 N212343560.
• Schedule an appointment with your GM dealer.
• This service will be performed for you at no charge.
Why is your vehicle being recalled?
According to the tire manufacturer, Hankook Tire America Corporation (Hankook), under certain conditions, these tires may experience tread delamination because of a manufacturing irregularity. Delamination of tread may occur at high speeds. The tire will likely not deflate or burst, but the tread separation might compromise vehicle handling, increasing the risk of a crash.
What will we do?
Your GM dealer will inspect DOT number and/or barcode information on all tires on vehicles in the population and replace specific tires from the subject DOT number 0521. This service will be performed for you free of charge.
What should you do?
You should contact your GM dealer to arrange a service appointment as soon as possible.
If you have already replaced an affected tire prior to your receipt of this notice due to the condition described, Hankook Tire will reimburse you for the cost of the comparable replacement tire, including mounting, balancing, and taxes. To be eligible for reimbursement, you must call Hankook Tire at 1-800-Hankook (426-5665), option 0, and provide the relevant documentation as instructed. For owners located in Canada, you must call Hankook Tire at 1-905-463-9802, extension 710. The tire must meet both the DOT and barcode number to be part of the recall. However, Hankook will also replace tires with an unreadable barcode. If a vehicle has one or three tires installed that are part of the recall, Hankook will provide replacement tires to ensure that both tires on an axle are replaced.
Because of service scheduling requirements, it is likely that your dealer will need your vehicle longer than the actual inspection and service correction time of approximately two hours.
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
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
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 21V612.
Federal regulation requires that any vehicle lessor receiving this recall notice must forward a copy of this notice to the lessee within ten days.
Regina A. Carto
Vice President
Global Product Safety and Systems
GM Recall: N212343560**************************************************************************************************************GLOBAL SAFETY FIELD INVESTIGATIONS
DCS5949
URGENT – DISTRIBUTE IMMEDIATELY
Date: September 30, 2021
Subject: Safety Recall N212343560 – Expansion of Population
Tire Delamination
Models: 2021 – 2022 Chevrolet Equinox
2021 – 2022 GMC Terrain
To: All General Motors Dealers
On August 5, 2021, GM released Safety Recall N212343560. Additional VINs have been added to this recall.
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.
Global Warranty Management (GWM)
The Required Field Action section on the Investigate Vehicle History (IVH) screen has been updated. A list of involved vehicles in dealer new inventory is attached to this message. Please hold all warranty transactions until IVH has been updated.
Customer Letter Mailing
For this added population, customer letters will begin mailing in October 2021.
The Investigate Vehicle History (IVH) screen in the Global Warranty Management (GWM) system has been updated. This action has been taken to assist dealers with determining which vehicles are involved so they can properly respond to customer inquiries.
END OF MESSAGE
GLOBAL SAFETY FIELD INVESTIGATIONS
SEOCONTENT-END