14395 Customer Satisfaction – OnStar Module Battery Drain – 2015 Buick Cadillac Chevrolet GMC

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Copyright 2015 General Motors. All Rights Reserved.
Program Bulletin
Bulletin No.:
Date:
14395A
April 2015
CUSTOMER SATISFACTION PROGRAM
SUBJECT: OnStar® Module Battery Drain
MODELS: 2015 Buick Encore, LaCrosse, Regal, Verano
2015 Cadillac ATS, CTS, ELR, Escalade, SRX, XTS
2015 Chevrolet Colorado, Corvette, Cruze, Equinox, Impala, Malibu, Silverado, Sonic, Spark, SS, Suburban, Tahoe, Trax, Volt
2015 GMC Canyon, Sierra, Terrain, Yukon
The labor time for the Chevrolet Colorado and GMC Canyon has been revised. Please discard all copies of bulletin 14395.
Customers will be asked to provide their dealer with their VIN and a specific TAC case number when scheduling an appointment for service. The VIN and the TAC case number will be contained in the customer letter. Dealers will then contact the Electronic Service Center (ESC) and provide the TAC case number to obtain the new module.
THIS PROGRAM IS IN EFFECT UNTIL NOVEMBER 30, 2017.
CONDITION
On some 2015 model year Buick Encore, LaCrosse, Regal, and Verano; Cadillac ATS, CTS, ELR, Escalade, SRX and XTS; Chevrolet Colorado, Corvette, Cruze, Equinox, Impala, Malibu, Silverado, Sonic, Spark, SS, Suburban, Tahoe, Trax, and Volt; and GMC Canyon, Sierra, Terrain, and Yukon vehicles, a performance issue with the OnStar® module might impact the vehicle’s battery life. This can cause a dead battery if the vehicle is not started for approximately 4 days. This condition can occur even if the OnStar® system is not active.
CORRECTION
Dealers are to replace the OnStar® module. If the customer does not have an active OnStar® subscription, the OnStar® module is to be deactivated after replacement.
VEHICLES INVOLVED
All involved vehicles are identified by Vehicle Identification Number on the Investigate Vehicle History screen in GM Global Warranty Management system. Dealership service personnel should always check this site to confirm vehicle involvement prior to beginning any required inspections and/or repairs. It is important to routinely use this tool to verify eligibility because not all similar vehicles may be involved regardless of description or option content.
Page 2 April 2015 Bulletin No.: 14395A
For dealers with involved vehicles, a listing with involved vehicles containing the complete vehicle identification number, customer name, and address information has been prepared and will be provided to dealers through the GM GlobalConnect Recall Reports. Dealers will not have a report available if they have no involved vehicles currently assigned.
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.
PART INFORMATION
Parts required for this program are to be obtained from the Electronic Service Center (ESC). A Technical Assistance Center (TAC) case has been set up for the involved vehicles. The case number is identified in the customer letter. The customer is being instructed to inform the dealer of this number when scheduling an appointment so that the module can be ordered available on the scheduled appointment date.
Models
Gen 10.0
(Old Part)
Gen 10.05
(Old Part)
Gen 10.06
(New Part No)
Escalade, Sierra, Silverado, Suburban Tahoe, Yukon (with Wifi)
23115630
23246164
23261702
Escalade, Sierra, Silverado, Suburban Tahoe, Yukon (without Wifi)
23115629
23246163
23261701
Canyon, Colorado, Corvette, Cruze, ELR, Encore, LaCrosse, Malibu, Regal, Sonic, SS, Trax, Verano, Volt, XTS (with Wifi)
23488418
23245698
23261543
Cruze, XTS (without Wifi)
22901818
23246490
23261952
Equinox, Impala, Spark, SRX, Terrain (with Wifi)
23489597
23242703
23261711
ATS Sedan (with Wifi)
23463874
23246268
23261744
ATS Coupe, CTS (without Wifi)
23463875
23246269
23261745
SERVICE PROCEDURE
Note: Dealers are to perform the regular OnStar (ONSU) module programming (which will include a secondary separate utility file programming step to enable the Wi-Fi feature if available). Be certain to verify if the vehicle build has RPO code VV4 (Wi-Fi) when selecting the proper program file. Regardless of the customer’s OnStar account status, dealers must press the Blue OnStar button and have OnStar Customer Care activate the unit for OnStar services or have the unit disabled and the Wi-Fi Demo message turned-off if the customer does not have an active OnStar® subscription.
Communication Interface Module Replacement
1. Remove the Onstar module. Refer to Communication Interface Module Replacement in SI.
Note: Specific to this field action, after installation of the communication interface module, refer to the Communication Interface Module Programming and Setup Procedure below. This information replaces the information in SI.
2. Install the new Onstar module. Refer to Communication Interface Module Replacement in SI, then proceed to the Programming and Setup Procedure below.
Page 3 April 2015 Bulletin No.: 14395A
Communication Interface Module Programing and Setup Procedure
Special Tools
 EL-49642 SPS Programming Support Tool
For equivalent regional tools, refer to Special Tools, in SI.
Note:
 It is critical to use the service replacement communication interface module only in the vehicle for which it was ordered.
 Failure to perform the following procedures will result in a red LED, DTC(s) being set and limited or incomplete OnStar® services.
 An OnStar® button press to the OnStar® call center is required to complete the procedure.
 To fully activate an OnStar® module, both the setup (programming) and activation request (Blue Button call) procedures must be completed on all vehicles with and without an active OnStar® subscription to ensure the unit has been setup properly for the vehicle it has been installed into and also to update the OnStar® with the correct unit information.
 To initialize the Turn-by-Turn feature, the vehicle must first be driven in open sky condition at speeds greater than 10 mph (16 km/h) or more for a minimum of 5 miles (8 km) , and perform at least 2 left and 2 right 90 degree turns coming to complete stops prior to each turn.
 On vehicles up fitted with TTY capabilities, it is necessary to perform a power cycle of the OnStar® Interface Module (OTIM), and toggle the TTY mode after completing the telematics communication interface control module installation and setup procedures.
1. Install EL-49642 SPS programming support tool.
2. Access the Service Programming System (SPS) and follow the on-screen instructions.
3. On the SPS Supported Controllers screen, select ONSU Onstar® Module Setup and Service Activation and follow the on-screen instructions. Be careful to select the proper programming file. Verify if the vehicle has RPO code VV4 (Wi-Fi)
4. At the end of programming, choose the “Clear All DTCs” function on the SPS screen.
5. The default language for the new communication interface module is English. To change to an alternate language, access the scan tool.
6. Press the OnStar Blue Button to call OnStar and have the system activated if the customer has an active subscription, or deactivated if the customer refused OnStar services (terms & conditions) and to turn-off the Wi-Fi demo message at ignition On.
COURTESY TRANSPORTATION – For US and Canada
The General Motors Courtesy Transportation program is intended to minimize customer inconvenience when a vehicle requires a repair that is covered by the New Vehicle Limited Warranties. The availability of courtesy transportation to customers whose vehicles are within the warranty coverage period and involved in a product program is very important in maintaining customer satisfaction. Dealers are to ensure that these customers understand that shuttle service or some other form of courtesy transportation is available and will be provided at no charge. Dealers should refer to the General Motors Service Policies and Procedures Manual for Courtesy Transportation guidelines.
Page 4 April 2015 Bulletin No.: 14395A
WARRANTY TRANSACTION INFORMATION
Submit a transaction using the table below. All transactions should be submitted as a ZFAT transaction type, unless noted otherwise.
Labor Code
Description
Labor Time
*
Net Item
9101028
Communication Interface Module Replacement
**
– Encore, Trax
0.5
– Spark
0.6
– ELR, Regal, Sierra, Silverado, Volt
0.7
– Cruze, Equinox, Malibu, SRX, SS, Terrain, Verano
0.9
– Corvette, Impala, Sonic
1.0
– Canyon, Colorado, Escalade, XTS
1.1
– Suburban, Tahoe, Yukon
1.3
– LaCrosse
1.6
– CTS
1.8
– ATS
2.0
9101045
Communication Interface Module Replacement by Mobile Unit (for Canada use only)
0.2***
* The labor time shown includes 0.2 hours ESC administrative allowance.
** Submit the $25.00 ESC net item in administrative allowance field
*** In the event that a mobile service is provided at the dealership, the R&R labour time and the $25.00 net amount are NOT to be claimed; however, the 0.2 hours administrative allowance is claimed once per warranty repair/exchange.
CUSTOMER NOTIFICATION – For US and Canada
General Motors will notify customers of this program on their vehicle (see copy of customer letter included with this bulletin).
CUSTOMER NOTIFICATION – For 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.
DEALER PROGRAM RESPONSIBILITY
All unsold new vehicles in dealers’ possession and subject to this program must be held and inspected/repaired per the service procedure of this program bulletin before customers take possession of these vehicles.
Dealers are to service all vehicles subject to this program at no charge to customers, regardless of mileage, age of vehicle, or ownership, through November 30, 2017.
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
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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 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 program enters your vehicle inventory, or is in your facility for service through November 30, 2017, you must take the steps necessary to be sure the program correction has been made before selling or releasing the vehicle.
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
Page 6 April 2015 Bulletin No.: 14395A
Dear General Motors Customer:
We have learned that your 2015 model year Buick Encore, LaCrosse, Regal, or Verano; Cadillac ATS, CTS, ELR, Escalade, SRX or XTS; Chevrolet Colorado, Corvette, Cruze, Equinox, Impala, Malibu, Silverado, Sonic, Spark, SS, Suburban, Tahoe, Trax, or Volt; or GMC Canyon, Sierra, Terrain, or Yukon vehicle may have a performance issue with the OnStar® module that could impact your vehicle’s battery life. This condition can cause a dead battery if your vehicle is not started for approximately 4 days, and can occur even if you do not have an active OnStar® subscription.
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 OnStar® module. If you do not have an active OnStar® subscription, your dealer will temporarily active the OnStar® system and upon replacing the module, your dealer will deactivate the system. This module replacement will be performed for you at no charge until November 30, 2017. After that, any applicable warranty will apply.
What You Should Do: To limit any possible inconvenience, we recommend that you contact your GM dealer as soon as possible to schedule an appointment for this repair. To ensure that the necessary parts will be available on your scheduled appointment date, PLEASE PROVIDE YOUR DEALER WITH THE INFORMATION BELOW WHEN YOU CALL TO MAKE THE APPOINTMENT.
Vehicle Identification Number: ___________________________
Technical Assistance Case Number: ___________________________
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
Cadillac
1-800-458-8006
1-800-833-2622
Chevrolet
1-800-222-1020
1-800-833-2438
GMC
1-800-462-8782
1-888-889-2438
Guam
65-6267-1752
Puerto Rico – English
1-800-496-9992
Puerto Rico – Español
1-800-496-9993
Virgin Islands
1-800-496-9994
We sincerely regret any inconvenience or concern that this situation may cause you. We want you to know that we will do our best, throughout your ownership experience, to ensure that your GM vehicle provides you with many miles of enjoyable driving.
Alicia Boler-Davis
Sr. Vice President
Global Quality & Customer Experience
14395
GM CUSTOMER CARE AND AFTERSALES
DCS3621
URGENT – DISTRIBUTE IMMEDIATELY
Date:
April 9, 2015
Subject:
14395A – Customer Satisfaction Program
OnStar® Module Battery Drain
Revised Warranty Transaction Information Section
Models:
2015 Buick Encore, LaCrosse, Regal, Verano; Cadillac ATS,
CTS, ELR, Escalade, SRX, XTS; Chevrolet Colorado, Corvette,
Cruze, Equinox, Impala, Malibu, Silverado, Sonic, Spark, SS,
Suburban, Tahoe, Trax, Volt; GMC Canyon, Sierra, Terrain, and
Yukon
To:
All GM Dealers
Attention:
General Manager, Service Advisor, Service Manager, Parts and
Service Director, Parts Manager, New Vehicle Sales Manager,
and Warranty Administrator
The labor time for the Chevrolet Colorado and GMC Canyon has been revised. Please discard all copies of bulletin 14395.
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GM CUSTOMER CARE AND AFTERSALES

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