Customer Satisfaction Program 18135 Loss Of Power Steering Assist – 2013 Cadillac ATS

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Customer Satisfaction Program
18135 Loss Of Power Steering Assist

Make	Model	Model Year		RPO	Description
		From	To
Cadillac	ATS	2013	2013

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 2013 model year Cadillac ATS vehicles may have a condition in which power steering software may disable power steering assist within a few seconds after a warm restart, or while idling or driving at very low speeds following a warm restart.  If this occurs, a chime will sound and the vehicle’s driver information center will display the following message: “DRIVE WITH CARE & SERVICE POWER STRG.ASSIST”.  Restarting the vehicle may resolve the software fault.

Correction

Reprogram the power steering control module.

Parts

No parts are required for this repair.

Warranty Information

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

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

** SPS Warranty Claim Code is NOT required when submitting this 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.

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 PSC-550 or EL49642 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.
• If the Same Calibration/Software Warning is noted on the SPS Controller screen, do NOT attempt to program the module. No further action is required. Refer to the Warranty section of the bulletin and use labor operation code 9103796, Module Programming Not Required.

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.

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 April 30, 2020. 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 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 April 30, 2020, you must take the steps necessary to be sure the program 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 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.

Customer Notification

USA & Canada – General Motors will notify customers of this program 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 April 30, 2019.  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.

May 2018

This notice applies to your vehicle, VIN: ________________________________

Dear General Motors Customer:

We have learned that your 2013 model year Cadillac ATS may have a condition in which power steering software may disable power steering assist within a few seconds after a warm restart, or while idling or driving at very low speeds following a warm restart.  If this occurs, a chime will sound and the vehicle’s driver information center will display the following message: “DRIVE WITH CARE & SERVICE POWER STRG.ASSIST”.  Restarting the vehicle may resolve the software fault.

Your satisfaction with your ATS 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 reprogram your power steering control module to address this concern.  This service will be performed for you at no charge until April 30, 2020.  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.

Reimbursement:  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 condition described in this letter, 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 April 30, 2019, unless state law specifies a longer reimbursement period.

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	1-800-458-8006	1-800-833-2622
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 Cadillac ATS vehicle provides you many miles of enjoyable driving.

Terry M. Inch
Executive Director
Global Connected Customer Experience

Enclosure
GM Recall: 18135

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