Program Bulletin

Bulletin No.: 14648
Date: February 2015

SB-10057647-8944

CUSTOMER SATISFACTION PROGRAM
SUBJECT:

OnStar Gen 8.xC Module Inoperative / Vehicle Battery Discharged

MODELS:

2009 Buick Enclave
2010 Buick LaCrosse
2008-2010 Cadillac CTS
2009-2010 Cadillac SRX, STS
2009 Cadillac XLR
2010 Chevrolet Camaro
2009 Chevrolet Cobalt, HHR, Tahoe, Suburban, Traverse
2009-2010 Chevrolet Corvette, Equinox, Silverado
2009 GMC Acadia, Yukon, Yukon XL
2009-2010 GMC Sierra
2010 GMC Terrain
2009 Pontiac G5, G8, Torrent
2009-2010 Saab 9-5 with Navigation Radio
2009 Saturn Astra, Outlook, VUE
THIS PROGRAM IS IN EFFECT UNTIL FEBRUARY 28, 2017.

CONDITION
Certain 2008-2010 model year General Motors vehicles have a performance issue with their
OnStar modules that could impact the vehicle’s battery life. If the vehicle’s OnStar module
contains this condition, the OnStar green telltale light will be illuminated even when the vehicle is
off. This condition can drain the vehicle’s battery if the vehicle is not started for approximately four
days. The condition may also render the OnStar system inoperative, which would disable all
OnStar services, including automatic crash response and emergency roadside services. This
condition can occur even if the vehicle is not actively subscribed to OnStar.

Copyright 2015 General Motors. All Rights Reserved.

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February 2015

Bulletin No.: 14648

CORRECTION
Dealers are to remove the fuse for the OnStar module to reset it.
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.
PART INFORMATION
No parts are required for this repair.
SERVICE PROCEDURE
Resetting the OnStar Module Manually (Remove Fuse)
1.

Locate the fuse for the OnStar® Module.

2.

Refer to SI Electrical Center Identification Views for OnStar® fuse location.

Note: If no individual fuse location is outlined, refer to Electrical Component Schematics which
will identify the circuit (fuse) number and location can then be determined.
3.

Remove the OnStar fuse for one minute.

4.

Install OnStar® module fuse to the electrical center.

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:

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February 2015

Bulletin No.: 14648

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 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.
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
9101284
9101285
9101286

Description
Remove and Replace OnStar® Module Fuse (Reset Module)
Customer Reimbursement Approved
Customer Reimbursement Denied - For US dealers only

Labor
Time
0.2
0.2
0.1

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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February 2015

Bulletin No.: 14648

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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February 2015

(Letter for Verizon Customers)

Bulletin No.: 14648
February 2015

This notice applies to your vehicle, VIN: ____________________________________________
Dear General Motors Customer:
We have learned that your 2008-2010 model year General Motors vehicle may have a
performance issue with its OnStar module that could impact the vehicle’s battery life. If your
vehicle’s OnStar module contains this condition, the OnStar green telltale light will be illuminated
even when the vehicle is off. This condition can drain your vehicle’s battery if the vehicle is not
started for approximately four days. The condition may also render your OnStar system
inoperative, which would disable all OnStar services, including automatic crash response and
emergency roadside services. This condition can occur even if you do not have an active
OnStar subscription.
Your satisfaction with your GM 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: A set of instructions is included with this notification that provides a simple
procedure to perform an OnStar over the air (OTA) programming update, alleviating this
condition.
What You Should Do: Follow the procedure exactly as written. If you experience any difficulty
with this update or prefer that your performs this update for you, contact your
dealer as soon as possible to schedule an appointment for this repair. This module
reset will be performed for you at no charge until February 28, 2017. After that, any applicable
warranty will apply.
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

Buick
Cadillac
Chevrolet
GMC
Pontiac
Saturn
Hummer
Guam
Puerto Rico – English
Puerto Rico – Español
Virgin Islands
GM Medium Duty Truck

1-800-521-7300
1-800-458-8006
1-800-222-1020
1-800-462-8782
1-800-762-2737
1-800-553-6000
1-800-732-5493
65-6267-1752
1-800-496-9992
1-800-496-9993
1-800-496-9994
1-800-862-4389

Text Telephones
(TTY)
1-800-832-8425
1-800-833-2622
1-800-833-2438
1-888-889-2438
1-800-833-7668
1-800-833-6000
1-800-833-6537

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.

Page 6

February 2015

Bulletin No.: 14648

Alicia S. Boler-Davis
Sr. Vice President
Global Connected Customer Experience
Enclosure
14648

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February 2015

Bulletin No.: 14648

(Verizon Customers)

OnStar Over the Air (OTA) Programming Instructions
1. Press the button on the OnStar mirror that shows a person with sound waves and you will
hear the system reply “OnStar Ready”.
2. Next say, “Digit Dial” and the response you will hear back is, “Digit Dial. Please say the
1st digit to dial”. You will now repeat a series of numbers and wait for the system to
confirm the digit as it is heard”.







Say “Star Key” (you will hear “Star Key” as the response)
Say “Two”
Say “Two”
Say “Eight”
Say “Nine”
Say “One”

3. Say “Dial”, the system will say “Okay, dialing Star 22891”.


You will hear ringing as the call is being made followed by the message:
“Welcome to over the air programming. Please hold while we update your phone.
This call airtime is free”.

4. After approximately 60 seconds, you will hear “Your phone has been updated
successfully”.
Note: If after attempting to perform these steps, the OnStar® module does not
respond, or “Your phone has been updated successfully” is not heard you will
need to contact and make an appointment with your GM Dealer to have the
OnStar® module reset manually.

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February 2015

Bulletin No.: 14648

(All Other Customers)

February 2015
This notice applies to your vehicle, VIN: ____________________________________________
Dear General Motors Customer:
We have learned that your 2008-2010 model year General Motors vehicle may have a
performance issue with its OnStar module that could impact the vehicle’s battery life. If your
vehicle’s OnStar module contains this condition, the OnStar green telltale light will be illuminated
even when the vehicle is off. This condition can drain your vehicle’s battery if the vehicle is not
started for approximately four days. The condition may also render your OnStar system
inoperative, which would disable all OnStar services, including automatic crash response and
emergency roadside services. This condition can occur even if you do not have an active
OnStar subscription.
Your satisfaction with your GM 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 reset and reprogram the OnStar module. This module
reprogramming will be performed for you at no charge until February 28, 2017. After that, any
applicable warranty will apply.
What You Should Do: To limit any possible inconvenience, we recommend that you contact
your GM dealer as soon as possible to schedule an appointment 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

Buick
Cadillac
Chevrolet
GMC
Pontiac
Saturn
Hummer
Guam
Puerto Rico – English
Puerto Rico – Español
Virgin Islands
GM Medium Duty Truck

1-800-521-7300
1-800-458-8006
1-800-222-1020
1-800-462-8782
1-800-762-2737
1-800-553-6000
1-800-732-5493
65-6267-1752
1-800-496-9992
1-800-496-9993
1-800-496-9994
1-800-862-4389

Text Telephones
(TTY)
1-800-832-8425
1-800-833-2622
1-800-833-2438
1-888-889-2438
1-800-833-7668
1-800-833-6000
1-800-833-6537

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.

14648

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