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Product Safety Recall
17276 Loss of Steering Assist

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Reference Number:	N172085440	Release Date:	May 2018
		Revision:	02
Revision Description: This bulletin has been revised to include the following note. Note: If the customer states they have experienced a loss of assist or other electrical issues, refer to 18-NA-161 for additional diagnostic and remedy information. Repairs performed in 18-NA-161 are not covered in field action bulletin 17276. Payment for diagnostic and repair work performed in 18-NA-161 is warranty, customer pay or goodwill. Please discard all copies of bulletin 17276-01.

 

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. Vehicles involved in this recall were placed on stop delivery June 29, 2017. Once the service procedure contained in this bulletin has been performed on the vehicle, the vehicle is released from stop delivery and the vehicle can be delivered to the customer. 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.

 

Make	Model	Model Year		RPO	Description
		From	To
Chevrolet	Silverado LD	2014	2014
GMC	Sierra LD	2014	2014

 

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 2014 model year Chevrolet Silverado LD and GMC Sierra LD vehicles. These vehicles may experience a temporary loss of electric power steering (EPS) assist followed by a sudden return of EPS assist, particularly during low-speed turning maneuvers. The loss and sudden return of EPS assist typically happens within a 1 second period and is caused by an electrical/software issue. If EPS assist is lost and suddenly returned, the driver could lose temporary control of the steering wheel, increasing the risk of a crash.

Correction

Dealers will reprogram the EPS module software.

 

Parts

No parts are required for this procedure.

 

Warranty Information

Labor Operation	Description	Labor Time	Trans. Type	Net Item
9102922*	Power Steering Control Module Reprogramming with SPS	0.3	ZFAT	N/A
9103285	Customer Reimbursement Approved – For USA and Canada dealers only – For Export dealers only	N/A 0.2	ZFAT	**
9103286	Customer Reimbursement Denied – For USA dealers only	N/A	ZFAT	***

 

* To avoid warranty transaction rejections, the SPS Warranty Claim Code must be entered when submitting this transaction.

Note: To avoid having to “H” route the customer reimbursement for approval, it must be submitted prior to the repair transaction.

** For USA and Canada: Submit the dollar amount reimbursed to the customer in Net/Reimbursement. Submit $20.00 administrative allowance in Net/Admin Allowance.

For Export: Submit the dollar amount reimbursed to the customer in Net/Reimbursement.

*** Submit $10.00 administrative allowance in Net/Admin Allowance.

 

Warranty Claim Code Retrieval

If the SPS Warranty Claim Code was not recorded on the Job Card, the code can be retrieved in the SPS system as follows:

• Open TIS on the computer used to program the vehicle
• Select and start SPS
• Select Settings
• Select the Warranty Claim Code tab

The VIN, Warranty Claim Code and Date/Time will be listed on a roster of recent programming events. If the code is retrievable, dealers should resubmit the transaction making sure to include the code in the SPS Warranty Claim Code field.

 

Service Procedure

Note: Carefully read and follow the instructions below.

• Ensure the programming tool is equipped with the latest software and is securely connected to the data link connector. If there is an interruption during programming, programming failure or control module damage may occur.
• Stable battery voltage is critical during programming. Any fluctuation, spiking, over voltage or loss of voltage will interrupt programming. When required install the EL-49642 SPS Programming Support Tool to maintain system voltage. If not available, connect a fully charged 12 V jumper or booster pack disconnected from the AC voltage supply. DO NOT connect a battery charger.
• Turn OFF or disable systems that may put a load on the vehicles battery such as; interior lights, exterior lights (including daytime running lights), HVAC, radio, etc.
• Clear DTCs after programming is complete. Clearing powertrain DTCs will set the Inspection/Maintenance (I/M) system status indicators to NO.

Note: If the Same Calibration/Software Warning is noted on the SPS controller screen, select “Ok” and continue programming.

Note: If the customer states they have experienced a loss of assist or other electrical issues, refer to 18-NA-161 for additional diagnostic and remedy information. Repairs performed in 18-NA-161 are not covered in field action bulletin 17276. Payment for diagnostic and repair work performed in 18-NA-161 is warranty, customer pay or goodwill.

1. Reprogram the power steering control module. Refer to Power Steering Control Module Programming and Setup in SI.
2. Record SPS Warranty Claim Code on job card for warranty transaction submission.
3. CALIFORNIA VEHICLES ONLY: Complete a “Proof of Correction” certificate and provide to the vehicle owner upon recall completion.

 

 

Dealer Responsibility — For US and Export (US 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 recall enters your vehicle inventory, or is in your dealership for service in the future, you must take the steps necessary to be sure the recall correction has been made before selling or 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 recall 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 recall.

 

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, Sections 1.4 and 6.1.10, 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.

 

Customer Reimbursement

Customer requests for reimbursement of previously paid repairs to correct the condition described in this bulletin are to be submitted to the dealer prior to or by August 31, 2018. See General Motors Service Policies and Procedures Manual, Section 6.1.11 – Product Field Action Customer Reimbursement Procedure (USA & Canada) or local Policies and Procedures, for details.

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IMPORTANT SAFETY RECALL

August 2017

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 2014 model year Chevrolet Silverado LD and GMC Sierra LD vehicles. 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.

I M P O R T A N T Your vehicle is involved in GM recall 17276. Schedule an appointment with your GM dealer. This service will be performed for you at no charge.

 

Why is your vehicle being recalled?	These vehicles may experience a temporary loss of electric power steering (EPS) assist followed by a sudden return of EPS assist, particularly during low-speed turning maneuvers. The loss and sudden return of EPS assist typically happens within a 1 second period and is caused by an electrical/software issue. If EPS assist is lost and suddenly returned, the driver could lose temporary control of the steering wheel, increasing the risk of a crash.
What will we do?	Your GM dealer will reprogram the EPS module software. This service will be performed for you at no charge. Because of service scheduling requirements, it is likely that your dealer will need your vehicle longer than the actual service correction time of approximately 20 minutes.
What should you do?	You should contact your GM dealer to arrange a service appointment as soon as possible.
Did you already pay for this repair?	Even though you may have already had repairs for this condition, you will still need to take your vehicle to your dealer for additional repairs. If you have paid for repairs for the recall condition, please complete the enclosed reimbursement form and present it to your dealer with all required documents. Working with your dealer will expedite your request, however, if this is not convenient, you may mail the completed reimbursement form and all required documents to Reimbursement Department, PO Box 33170, Detroit, MI 48232-5170. The completed form and required documents must be presented to your dealer or received by the Reimbursement Department by August 31, 2018, unless state law specifies a longer reimbursement period.
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 17V414.

Federal regulation requires that any vehicle lessor receiving this recall notice must forward a copy of this notice to the lessee within ten days.

Jeffrey M. Boyer
Vice President
Global Vehicle Safety

Enclosure
GM Recall 17276

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Closed Product Field Actions Re-Opened Due to Missing or Invalid Warranty Claim Codes Recalls 15176, 15240, 15299, 15808, 16007, 17130, 17276, 17287 and 45340   A warranty audit of paid transactions for the safety and noncompliance recalls identified above revealed that some transactions were submitted without a Warranty Claim Code (WCC) or with an incorrect WCC.  This code is generated when a control module is successfully programmed using the TIS Service Programming System (SPS).  Since these transactions were identified as not having a valid WCC, the status of the involved vehicles was changed from “closed” to “open” in the Required Field Actions section of Investigate Vehicle History (IVH).  Dealer message GCUS-3-1280 dated June 26, 2018 provides additional details (see attached copy).   Q1: Will these transactions be debited? No, only the field action is being re-opened in IVH in the interest of customer safety.  However, some previous transactions for recall 15299 were re-opened and debited on March 16, 2018.  These transactions are now being worked by the Warranty Support Center (WSC) to cancel the debits and re-credit the affected dealers.  Future transactions that do not contain a valid WCC may be debited, if dealers do not take appropriate actions resolve this situation. Q2: What if a dealer can’t locate the current vehicle owner? If the current vehicle owner cannot be located, no further action is necessary.  GM uses state vehicle registration records to regularly update owner of record information for open field actions.  These updates are available on the Open Vehicle Report (OVR), which is posted monthly in GM GlobalConnect.  Product field action reminder notices are also mailed to the new vehicle owners as they are identified. Q3: Will a dealer be paid to program a vehicle a second time? Yes, if a second programming event is required, dealers should open a new job card and re-use the labor code and labor time from the applicable bulletin.  To facilitate this activity, an update was made in Service Programming System (SPS) which allows a technician to override the “same calibration” warning on these specific recall reprogramming events.  This provides the ability to perform the second programming event and obtain a new WCC. Q4: If another dealer was originally involved, can any dealer perform the second programming event and how do they get paid? Performance of the second programming event is not restricted to the dealer who performed the original programming event and did not submit a valid WCC.  In such cases, dealers should submit a transaction as they normally do, using the labor code and labor time from the applicable bulletin.  The first dealer to submit a transaction with a valid WCC will be paid and the recall will be closed in IVH.  Exceptions will be addressed on a case-by-case basis by the GM Warranty Support Center (WSC). Q5: If a valid WCC is retrievable from dealer records, can the original transaction be adjusted in the GWM system? Yes, if the original transaction was processed within the past 2 years, the transaction can be adjusted (adding the WCC) on-line in the GWM system.  Dealers should not use their Dealer Management System (DMS) to do this.   Q6: If a dealer has a valid WCC and is re-submitting an original transaction that is less than 2 years old, are they entitled to labor time? As a technician is not required in this case, dealers are not entitled to claim additional labor time. A dealer however may submit a $20.00 administrative allowance as compensation for processing the second transaction.  After adding the WCC to the original transaction’s “SPS Warranty Claim Code” field the dealer may add $20.00 to the Net Item/Admin Allowance field and resubmit the transaction. Q8: What should a dealer do if they have a valid WCC, but the original transaction is over 2 years old?  Can they resubmit the transaction? No, the dealer should create a new job card making sure to use all the information from the first job card (open date, mileage and technician code, etc.).  After adding the WCC to the transaction’s “SPS Warranty Claim Code” field and $20.00 to the Net Item/Admin Allowance field, the dealer should submit the new transaction. Q9: What should a dealer do if a valid WCC is not retrievable from dealer records? If a valid WCC was not recorded on the shop copy of the job card and/or is not retrievable from the SPS history log, the involved vehicle must be reprogrammed to generate a new WCC.  Using the labor code and labor time provided in the bulletin, the dealer should create a new job card.  Note that the dealer is entitled to whatever time is listed in the bulletin, but not the $20.00 administrative allowance.  Upon completion of this second programming event, the dealer should submit the new transaction making sure to include the new WCC. Q10: Will the system reject these transactions due to age or mileage? There is no “over-age” or “mileage rollback” edit in place for the resubmission of these transactions, so they should pay without the need for wholesale authorization. SEOCONTENT-END