14743 – Loss of Electric Power Steering (EPS) Assist – 2015 Chevrolet & GMC

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Copyright 2014 General Motors. All Rights Reserved. Recall Bulletin Bulletin No.: Date: 14743B December 2014 PRODUCT SAFETY RECALL SUBJECT: Loss of Electric Power Steering (EPS) Assist MODELS: 2015 Chevrolet Silverado Light Duty Regular Cab and Double Cab 2015 Chevrolet Suburban 2015 Chevrolet Tahoe 2015 GMC Sierra Light Duty Regular Cab and Double Cab 2015 GMC Yukon XL Equipped with Electric Power Steering (EPS) This bulletin has been revised to include a Note in the Service Procedure section. Please discard all copies of bulletin 14743A. 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. CONDITION General Motors has decided that a defect which relates to motor vehicle safety exists in certain 2015 model year Chevrolet Silverado, Chevrolet Suburban, Chevrolet Tahoe, GMC Sierra, and GMC Yukon XL vehicles equipped with electric power steering (EPS). Certain vehicles may experience a sudden loss of power steering assist that could occur at any time while driving. If the power steering assist is lost, a message is displayed on the Driver Information Center and a chime sounds to inform the driver. Steering control can be maintained because the vehicle will revert to manual steering mode, but would require greater driver effort particularly at low vehicle speeds, increasing the risk of a crash. CORRECTION Dealers are to replace the power steering assist motor kit. 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 Page 2 December 2014 Bulletin No.: 14743B 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. 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 US and Canadian dealers through the GM GlobalConnect Recall Reports, or sent directly to export dealers. 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 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. PART INFORMATION Parts Pre-Ship Information – For US and Canada Important: Power steering assist motor kits required to complete this recall were pre-shipped to involved dealers of record. This pre-shipment began November 5, 2014 targeting 100% of each dealer’s involved vehicles. Pre-shipped parts were charged to dealer’s open parts account. Additional parts, if required, are to be obtained from GMCCA. Please refer to your “involved vehicles listing” before ordering parts. Normal orders should be placed on a DRO = Daily Replenishment Order. In an emergency situation, parts should be ordered on a CSO = Customer Special Order. Part Number Description Quantity/Vehicle 23479299 Power Steering Assist Motor Kit 1 SERVICE PROCEDURE Note: If the power steering assist is lost, the Driver Information Center will display a SERVICE POWER STEERING MESSAGE and a chime sounds to inform the driver. In addition, diagnostic trouble code (DTC) U0131 may be set by the body control module (BCM). 1. Remove the power steering assist motor. Refer to Power Steering Assist Motor Replacement (Light Duty) in SI. 2. Install a new power steering assist motor. Refer to Power Steering Assist Motor Replacement (Light Duty) in SI. 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 3 December 2014 Bulletin No.: 14743B 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 9101064 Power Steering Assist Motor Replacement – Includes completing the power steering control module setup procedure 1.0 CUSTOMER NOTIFICATION – For US and Canada General Motors will notify customers of this recall 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 RECALL 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 RECALL RESPONSIBILITY – All All unsold new vehicles in dealers’ possession and subject to this recall must be held and inspected/repaired per the service procedure of this recall bulletin before customers take possession of these vehicles. 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 Page 4 December 2014 Bulletin No.: 14743B 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. 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 5 December 2014 Bulletin No.: 14743B IMPORTANT SAFETY RECALL November 2014 Dear 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 2015 model year Chevrolet Silverado, Chevrolet Suburban, Chevrolet Tahoe, GMC Sierra and GMC Yukon XL vehicles equipped with electric power steering (EPS). 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  This notice applies to your vehicle.  Your vehicle is involved in GM safety recall 14743.  Schedule an appointment with your dealer.  This service will be performed for you at no charge. Why is your vehicle being recalled? General Motors has decided that a defect which relates to motor vehicle safety exists in certain 2015 model year Chevrolet Silverado, Chevrolet Suburban, Chevrolet Tahoe, GMC Sierra, and GMC Yukon XL vehicles equipped with electric power steering (EPS). Certain vehicles may experience a sudden loss of power steering assist that could occur at any time while driving. If the power steering assist is lost, a message is displayed on the Driver Information Center and a chime sounds to inform the driver. Steering control can be maintained because the vehicle will revert to manual steering mode, but would require greater driver effort particularly at low vehicle speeds, increasing the risk of a crash. What will we do? Your dealer will replace the power steering assist motor kit. 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 one hour. What should you do? You should contact your dealer to arrange a service appointment as soon as possible. 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. Page 6 December 2014 Bulletin No.: 14743B Division Number Text Telephones (TTY) 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 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 14V719. 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 GM Recall #14743
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Representative Letter – Customer letters are brand, model and model year specific; listing the 17-digit VIN and are personalized. IMPORTANT SAFETY RECALL November 2014 Dear GM 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 2015 model year Chevrolet Silverado, Chevrolet Suburban, Chevrolet Tahoe, GMC Sierra, and GMC Yukon XL vehicles equipped with electric power steering (EPS). 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  This notice applies to your 2015 model year Chevrolet Silverado, Chevrolet Suburban, Chevrolet Tahoe, GMC Sierra, or GMC Yukon XL vehicle, VIN: ______________________.  Your vehicle is involved in GM safety recall 14743.  Schedule an appointment with your GM dealer.  This service will be performed for you at no charge. Why is your vehicle being recalled? General Motors has decided that a defect which relates to motor vehicle safety exists in certain 2015 model year Chevrolet Silverado, Chevrolet Suburban, Chevrolet Tahoe, GMC Sierra, and GMC Yukon XL vehicles equipped with electric power steering (EPS). Certain vehicles may experience a sudden loss of power steering assist that could occur at any time while driving. If the power steering assist is lost, a message is displayed on the Driver Information Center and a chime sounds to inform the driver. Steering control can be maintained because the vehicle will revert to manual steering mode, but would require greater driver effort particularly at low vehicle speeds, increasing the risk of a crash. What will we do? Your GM dealer will replace the power steering assist motor kit. 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 one hour. What should you do? You should contact your GM dealer to arrange a service appointment as soon as possible. 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 1-800-222-1020 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 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 14V719. 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 GM Recall #14743
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GM CUSTOMER CARE AND AFTERSALES DCS3435 URGENT – DISTRIBUTE IMMEDIATELY Date: November 5, 2014 Subject: 14743 – Safety Recall – Stop Delivery Until Completion of Recall Loss of Electric Power Steering (EPS) Assist Models: 2015 Chevrolet Silverado Light Duty Regular Cab and Double Cab 2015 GMC Sierra Light Duty Regular Cab and Double Cab Equipped with Electric Power Steering (EPS) To: All Chevrolet and GMC Dealers Attention: General Manager, Service Advisor, Service Manager, Parts and Service Director, Parts Manager, New Vehicle Sales Manager, Used Vehicle Sales Manager, and Warranty Administrator General Motors is releasing Safety Recall 14743 today. The total number of U.S. vehicles involved is 678. Please see the attached bulletin for details. 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. Customer Letter Mailing The customer letter mailing will begin in mid-late November. Global Connect (GWM) The “Investigate Vehicle History” (IVH) screen will be updated by the end of the week. A list of involved vehicles in dealer inventory is attached to this message. Campaign Initiation Detail Report (CIDR) The CIDR will be available in the near future END OF MESSAGE GM CUSTOMER CARE AND AFTERSALES
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GM CUSTOMER CARE AND AFTERSALES DCS3443 URGENT – DISTRIBUTE IMMEDIATELY Date: November 13, 2014 Subject: 14743A – Safety Recall Loss of Electric Power Steering (EPS) Assist Revised to Include Customer Letter Models: 2015 Chevrolet Silverado Light Duty Regular Cab and Double Cab 2015 Chevrolet Suburban 2015 Chevrolet Tahoe 2015 GMC Sierra Light Duty Regular Cab and Double Cab 2015 GMC Yukon XL Equipped with Electric Power Steering (EPS) To: All Chevrolet and GMC Dealers Attention: General Manager, Service Advisor, Service Manager, Parts and Service Director, Parts Manager, New Vehicle Sales Manager, Used Vehicle Sales Manager and Warranty Administrator This bulletin has been revised to include a copy of the customer letter. Please discard all copies of bulletin 14743. Customer Letter Mailing The customer letter mailing will begin on November 26, 2014. END OF MESSAGE GM CUSTOMER CARE AND AFTERSALES
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GM CUSTOMER CARE AND AFTERSALES DCS3462 URGENT – DISTRIBUTE IMMEDIATELY Date: December 02, 2014 Subject: 14743B – Product Safety Recall Loss of Electric Power Steering (EPS) Assist Revised Service Procedure Models: 2015 Chevrolet Silverado Light Duty Regular Cab and Double Cab 2015 Chevrolet Suburban 2015 Chevrolet Tahoe 2015 GMC Sierra Light Duty Regular Cab and Double Cab 2015 GMC Yukon XL Equipped with Electric Power Steering (EPS) To: All Chevrolet and GMC Dealers Attention: General Manager, Service Advisor, Service Manager, Parts and Service Director, Parts Manager, New Vehicle Sales Manager, Used Vehicle Sales Manager and Warranty Administrator This bulletin has been revised to include a Note in the Service Procedure section. Please discard all copies of bulletin 14743A. END OF MESSAGE GM CUSTOMER CARE AND AFTERSALES

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