SB-10044216-1577

Program Bulletin

Bulletin No.: 12045A
Date: June 2012

CUSTOMER SATISFACTION PROGRAM
SUBJECT:

Ignition Lock Cylinder May Bind - Replace Ignition Lock Cylinder

MODELS:

2009 Chevrolet Cobalt
2009-2010 Chevrolet HHR
2009 Pontiac G5

The description for labor code V2573 has been revised to note that the key and lock cylinder
coding is included in the labor time. Please discard all copies of bulletin 12045, issued April
2012.
THIS PROGRAM IS IN EFFECT UNTIL MAY 31, 2014.
CONDITION
Certain 2009 model year Chevrolet Cobalt and Pontiac G5 vehicles, and 2009-2010 model year
Chevrolet HHR vehicles may develop a binding condition between the ignition lock cylinder and
the housing. If this occurs, it may be difficult to turn the ignition key and/or remove it from the
ignition. If the vehicle is running, the driver may not be able to turn the vehicle off.
CORRECTION
Dealers are to replace the ignition lock cylinder.
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.
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.
Copyright 2012 General Motors. All Rights Reserved.

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Bulletin No.: 12045A

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 to complete this program are to be obtained from General Motors Customer Care
and Aftersales (GMCC&A). 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
20869121

Description
Cylinder Kit, Ign Lk

Quantity/Vehicle
1

SERVICE PROCEDURE
1. Remove the ignition lock cylinder. Refer to Ignition Lock Cylinder Replacement in SI.
Note: For ignition lock cylinder assembly and coding, use the instructions provided with the new
cylinder. Refer to Corporate Bulletin 10-00-89-009 (USA) or 10-00-89-010 (Canada) for key
code security guidelines and key code access information. GMODC locations should contact
their local TAC. To properly seat the new ignition lock cylinder into the housing, the key must be
inserted and turned to the RUN position.
2. Install a new ignition lock cylinder. Refer to Ignition Lock Cylinder Replacement in SI.
CUSTOMER REIMBURSEMENT - For US
Customer requests for reimbursement of previously paid repairs for the recall condition are to be
submitted to the dealer by May 31, 2013, unless otherwise specified by state law. If this is not
convenient for the customer, they may mail the completed Customer Reimbursement Request
Form and all required documents to the GM Customer Assistance Center.
All reasonable and customary costs to correct the condition described in this bulletin
should be considered for reimbursement. Any questions or concerns should be
reviewed with your District Service Manager – Aftersales prior to processing the request.
When a customer requests reimbursement, they must provide the following:




A completed Customer Reimbursement Request Form. This form is mailed to the
customer or can be obtained through GM GlobalConnect.
The name and address of the person who paid for the repair.
Paid receipt confirming the amount of the repair expense, a description of the repair,
and the person or entity performing the repair.

IMPORTANT: GM requires dealers to approve or deny a reimbursement request within 30 days
of receipt. If a reimbursement request is approved, the dealer should immediately issue a check
to the customer and submit an appropriate warranty transaction for the incurred expense. If a
reimbursement request is denied, the dealer MUST provide the customer with a clear and
concise explanation, in writing, as to why the request was denied. The bottom portion of the
Customer Reimbursement Request Form may be used for this purpose. If the denial was due

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June 2012

Bulletin No.: 12045A

to missing documents, the customer can resubmit the request when the missing documents are
obtained, as long as it is still within the allowed reimbursement period.
Warranty transactions for customer reimbursement of previously paid repairs are to be
submitted as required by GM Global Warranty Management. Additional information can also be
found in Warranty Administration Bulletin 11-00-89-004.
CUSTOMER REIMBURSEMENT - For Canada and Export
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 May 31, 2013.
When a customer requests reimbursement, they must provide the following:
-

Proof of ownership at time of repair.
Original paid receipt confirming the amount of unreimbursed repair expense(s) (including
Service Contract deductibles), a description of the repair, and the person or entity
performing the repair.

If the work was done by someone other than a GM dealership, the amount of reimbursement
will be limited to the amount that the repair would have cost GM to have it completed by a GM
dealership.
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.
WARRANTY TRANSACTION INFORMATION
Submit a transaction using the table below.
Labor
Code
Description
V2573 Install New Ignition Lock Cylinder (inc. key & lock cylinder coding)
V2574* Customer Reimbursement Approved
V2575 Customer Reimbursement Denied - For US dealers only

Labor
Time
0.5
0.2
0.1

Net
Item
N/A
**
N/A

* If the customer has already had the ignition lock cylinder replaced, no additional repair is
required. This labor code will close the program.
** The amount identified in “Net Item” should represent the dollar amount reimbursed to the
customer.
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).

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Bulletin No.: 12045A

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 May 31, 2014.
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 May 31, 2014, 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

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June 2012

Bulletin No.: 12045A
May 2012

Dear General Motors Customer:
We have learned that your 2009 model year Chevrolet Cobalt or Pontiac G5 vehicles, or 2009-2010
model year Chevrolet HHR vehicle may develop a binding condition between the ignition lock cylinder
and the housing. If this occurs, it may be difficult to turn the ignition key and/or remove it from the
ignition. If the vehicle is running, the driver may not be able to turn the vehicle off.
Your satisfaction with your 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 ignition lock cylinder. This service will be performed
for you at no charge until May 31, 2014. 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: If you have paid for repairs for the condition described in this letter, please complete
the enclosed 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 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 May 31, 2013, unless state law specifies a longer reimbursement period.
Because you have already had this condition repaired, you do not need to take your vehicle to your
dealer for this repair.
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

Chevrolet
Pontiac
Guam
Puerto Rico – English
Puerto Rico – Español
Virgin Islands

1-800-222-1020
1-800-762-2737
65-6267-1752
1-800-496-9992
1-800-496-9993
1-800-496-9994

Text Telephones
(TTY)
1-800-833-2438
1-800-833-7668

Courtesy Transportation: If your vehicle is within the New Vehicle Limited Warranty, your dealer may
provide you with shuttle service or some other form of courtesy transportation while your vehicle is at the
dealership for this repair. Please refer to your Owner Manual and your dealer for details on Courtesy
Transportation.
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 many miles of enjoyable driving.

Enclosure
12045

Jim Moloney
General Director,
Customer and Relationship Services