Bulletin No.: 14225
Date: January 2015

Program Bulletin

CUSTOMER SATISFACTION PROGRAM
SUBJECT:

Sunroof Drain Hose Leaks

MODELS:

2010-2012 Cadillac SRX
Equipped with Sunroof (RPO C3U)
Located in Alabama, Connecticut, Delaware, Florida, Georgia, Kentucky,
Louisiana, Maine, Maryland, Massachusetts, Mississippi, New Hampshire,
New Jersey, New York, North Carolina, Oregon, Pennsylvania, Rhode
Island, South Carolina, Tennessee, Vermont, Virginia, Washington, West
Virginia, Puerto Rico, British Columbia, New Brunswick, Newfoundland and
Labrador, Nova Scotia, Ontario, Prince Edward Island, Quebec, and export
vehicles located only in Europe.

Dealers are to refer to the General Motors Service Policies and Procedures Manual, Section 6.1.2
- Regional Product Field Actions, for guidelines on handling vehicles that are not involved in this
customer satisfaction program but may be displaying the same condition.
THIS PROGRAM IS IN EFFECT UNTIL JANUARY 31, 2017.
CONDITION
Certain 2010-2012 model year Cadillac SRX vehicles equipped with a sunroof (RPO C3U) may
have a condition in which the vehicle’s sunroof drain hose material may shrink due to changing
environmental conditions. If hose shrinkage occurs, it may result in the drain hoses detaching
from the dash or sunroof module which would allow sunroof drain water to leak into the vehicle
interior. Water leaked into the vehicle interior may damage interior components, including wiring,
electronic modules, the sound deadener and carpet.
CORRECTION
Dealers are to replace the front sunroof drain hoses.
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.
Copyright 2015 General Motors. All Rights Reserved.

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January 2015

Bulletin No.: 14225

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
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
22864071
22864072

Description
HOSE ASM-SUN RF HSG FRT DRN - LH
HOSE ASM-SUN RF HSG FRT DRN - RH

Quantity/Vehicle
1
1

SERVICE PROCEDURE

3610902

1. Starting on the left or right side, remove the windshield garnish molding from the A-pillar by
pulling gently from the top to disengage the attachment clip. Detach the rubber stop (1) on
the tether clip from the molding and disconnect the speaker wiring harness (2).

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January 2015

Bulletin No.: 14225

3610903

2. Remove the sunshade. Refer to Sunshade Replacement in SI.

3610906

3. Remove the front assist handle. Refer to Front Assist Handle Replacement in SI.

3610910

4. Pull the front corner of the headliner downward to access the drain hose and sunroof drain
spigot connection, circled above.

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January 2015

Bulletin No.: 14225

2653136

5. Disengage the sunroof drain hose from the attachment points on the windshield pillar (1).
6. Disconnect the front sunroof drain hose from the sunroof drain spigot (2).
7. Disconnect the drain hose and grommet (3) from the cowl panel.
8. Remove the drain hose (4) from the vehicle.

3610909

Note: Verify proper engagement of the grommet to cowl panel to prevent a water leak.
9. Using a long, thin suitable tool (1), connect the grommet end of the hose (2) to the cowl panel
by pushing the grommet into its hole.

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January 2015

Bulletin No.: 14225

2653136

10. Connect the front sunroof drain hose to the sunroof drain spigot (2).
11. Connect the sunroof drain hose to the attachment points on the windshield pillar (1).
12. Repeat steps 1-11 on the opposite side of the vehicle.
13. Water test the front drain hoses before installing the headliner and trim.
14. Reposition the headliner and reinstall the left and right front assist handles. Refer to Front
Assist Handle Replacement in SI.
15. Reinstall the left and right sunshades. Refer to Sunshade Replacement in SI.
16. Reattach the tether clips and reconnect the speaker wiring harness to the left and right
windshield garnish moldings.
17. Ensuring the retaining tabs are fully seated, position the left and right garnish to the A-pillars
and push securely in place.
CUSTOMER REIMBURSEMENT - For US
Customer requests for reimbursement of previously paid repairs for the recall condition are to be
submitted to the dealer by January 31, 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.: 14225

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 January 31, 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.: 14225

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
9101163
9101164
9101165
*

Description
Sunroof Front Drain Hose Replacement (Both)
Customer Reimbursement Approved
Customer Reimbursement Denied - For US dealers only

Labor
Time
1.4
0.2
0.1

Net
Item
N/A
*
N/A

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
Dealers are to service all vehicles subject to this program at no charge to customers, regardless
of mileage, age of vehicle, or ownership, through January 31, 2017.
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 January 31, 2017, 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.: 14225

January 2015
This notice applies to your vehicle, VIN: __________________________________________
Dear General Motors Customer:
We have learned that your 2010-2012 model year Cadillac SRX may have a condition in which
the vehicle’s sunroof drain hose material may shrink due to changing environmental conditions. If
hose shrinkage occurs, it may result in the drain hoses detaching from the dash or sunroof module
which would allow sunroof drain water to leak into the vehicle interior. Water leaked into the
vehicle interior may damage interior components, including wiring, electronic modules, the sound
deadener and carpet.
Your satisfaction with your Cadillac SRX 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 front sunroof drain hoses on your vehicle.
This service will be performed for you at no charge until January 31, 2017. 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 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 January 31, 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
Guam
Puerto Rico – English
Puerto Rico – Español
Virgin Islands

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

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

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 SRX provides you many miles of enjoyable driving.
Alicia S. Boler-Davis
Sr. Vice President
Global Connected Customer Experience
Enclosure
14225

GM CUSTOMER CARE AND AFTERSALES
DCS3493
URGENT - DISTRIBUTE IMMEDIATELY
Date:

January 15, 2015

Subject:

14225 - Customer Satisfaction Program
Sunroof Drain Hose Leaks

Models:

2010-2012 Cadillac SRX
Equipped with Sunroof (RPO C3U)
Located in Alabama, Connecticut, Delaware, Florida, Georgia,
Kentucky, Louisiana, Maine, Maryland, Massachusetts,
Mississippi, New Hampshire, New Jersey, New York, North
Carolina, Oregon, Pennsylvania, Rhode Island, South Carolina,
Tennessee, Vermont, Virginia, Washington, West Virginia,
Puerto Rico, British Columbia, New Brunswick, Newfoundland
and Labrador, Nova Scotia, Ontario, Prince Edward Island,
Quebec, and export vehicles located only in Europe

To:

All Cadillac Dealers

Attention: General Manager, Service Advisor, Service Manager, Parts and
Service Director, Parts Manager, Used Vehicle Sales Manager
and Warranty Administrator
General Motors is releasing Customer Satisfaction Program 14225 today. The
total number of U.S. vehicles involved is approximately 123,274. Please see
the attached bulletin for details.
Customer Letter Mailing
The customer letter mailing will begin on January 26, 2015.
Global Connect (GWM)
The “Investigate Vehicle History” (IVH) screen will be updated January 19, 2015. A list
of involved vehicles in dealer inventory is attached to this message.
Campaign Initiation Detail Report (CIDR)
The CIDR will be available January 16, 2015.
END OF MESSAGE
GM CUSTOMER CARE AND AFTERSALES