SB-10057262-1918

Bulletin No.: 14274
Date: January 2015

Program Bulletin

CUSTOMER SATISFACTION PROGRAM
SUBJECT:

Liftgate Strut Rod Detaches

MODELS:

2010-2015 Cadillac SRX
2011-2015 Chevrolet Volt

CONDITION
On certain 2010-2015 model year Cadillac SRX and 2011-2015 model year Chevrolet Volt
vehicles, the manual liftgate gas strut may detach from the liftgate when the liftgate is closed and
the piston rod could separate from the strut tube. If this occurs, the liftgate will not work and there
may be damage to the liftgate exterior trim and sheet metal.
CORRECTION
Dealers are to replace the liftgate struts.
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.
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.

Copyright 2015 General Motors. All Rights Reserved.

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January 2015

Bulletin No.: 14274

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
23283648
23283649
23282827
23282828

Description
LH Strut Asm – L/Gate – SRX
RH Strut Asm – L/Gate – SRX
LH Strut Asm – L/Gate – Volt
RH Strut Asm – L/Gate – Volt

Quantity/Vehicle
1
1
1
1

SERVICE PROCEDURE

4023373

1.

Remove the affected liftgate strut assembly (1). Refer to Liftgate Strut Replacement in SI.

2.

Install the new liftgate strut assembly. Refer to Liftgate Strut 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 February 28, 2016, 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 GM representative 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.

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January 2015

Bulletin No.: 14274

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 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 February 28, 2016.
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.

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 GM
representative prior to processing the request.
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.

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January 2015

Bulletin No.: 14274

WARRANTY TRANSACTION INFORMATION
Submit a transaction using the table below. All transactions should be submitted as a ZFAT
transaction type, unless noted otherwise.
Note: To avoid having to "H" route the customer reimbursement transaction for approval, it must
be submitted prior to the repair transaction.
Labor
Code
9101157
9101228
9101229

Description
Liftgate Strut Replacement (all struts)
Customer Reimbursement Approved
Customer Reimbursement Denied - For US dealers only

Labor
Time
0.2
0.2
0.1

Net
Item
N/A
*
N/A

Note: Customer reimbursement will not close this program. The service procedure must also be
performed on the vehicle.
* 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).
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, 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 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 in the future, 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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January 2015

Bulletin No.: 14274
February 2015

Dear General Motors Customer:
We have learned that on your 2010-2015 model year Cadillac SRX or 2011-2015 model year
Chevrolet Volt, the manual liftgate gas strut may detach from the liftgate when the liftgate is
closed and the piston rod could separate from the strut tube. If this occurs, the liftgate will not
work and there may be damage to the liftgate exterior trim and sheet metal.
Your satisfaction with your Cadillac SRX or Chevrolet Volt 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 liftgate struts. This service will be performed
for you at no charge.
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 February 28, 2016, 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

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

1-800-458-8006
1-800-222-1020
65-6267-1752
1-800-496-9992
1-800-496-9993
1-800-496-9994

Text Telephones
(TTY)
1-800-833-2622
1-800-833-2438

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.
Alicia S. Boler-Davis
Sr. Vice President
Global Connected Customer Experience
Enclosure
14274