Bulletin No.: 14096B
Date: July 2014

Recall Bulletin

PRODUCT EMISSION RECALL
SUBJECT:

Oxygen Sensor Fracture

MODELS:

2011-2013 Chevrolet Express
2011-2013 GMC Savana
Cutaway Equipped with Gasoline or Liquefied Petroleum Gas (LPG) Fuel
Engines

PLEASE NOTE: Liquefied Petroleum Gas (LPG) vehicles are involved. However, the calibration
for the 2012 LPG vehicles is not currently available. In addition, the illustrations in the service
procedure have been revised, and technicians are no longer required to contact Techline
Customer Support Center to reprogram the ECM. Please discard all copies of bulletin 14096A.

CONDITION
General Motors has decided to conduct a Voluntary Emission Recall involving certain 20112013 Chevrolet Express and GMC Savana cutaway vehicles equipped with a gasoline or
liquefied petroleum gas (LPG) engine. The Oxygen (O2) Sensor may fracture if condensation
from the catalytic converter enters the O2 sensor and causes a sudden temperature change. If
this occurs, the Malfunction Indicator Lamp will illuminate.
CORRECTION
Dealers are to inspect and, if necessary, replace Bank 1, Sensor 2 and Bank 2, Sensor 2 O2
sensors and reprogram the Engine Control Module.
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
Copyright 2014 General Motors. All Rights Reserved.

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Bulletin No.: 14096B

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 followup necessary to complete this recall.
PART INFORMATION
Parts required to complete this recall 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
12637297

Description
SENSOR, HTD OXY

Quantity/Vehicle
2

SERVICE PROCEDURE
Note: The calibration for the 2012 LPG vehicles is not currently available. Do not attempt to
repair 2012 LPG vehicles at this time.
Note: The Customer Reimbursement Inspection below is for customers that are requesting
reimbursement for a previous customer-pay repair. The inspection will determine if the new
sensors were installed during the repair or if new sensors are required.
If there was NO customer reimbursement, proceed to Heated Oxygen Sensor Replacement –
Bank 1 Sensor 2 and Heated Oxygen Sensor Replacement – Bank 2 Sensor 2 procedure in
this bulletin.
Customer Reimbursement Inspection
1. Raise and support the vehicle. Refer to Lifting and Jacking the Vehicle in SI.
2. Locate the bank 1, sensor 2 heated oxygen sensor and bank 2, sensor 2 heated oxygen
sensor.

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Bulletin No.: 14096B

First and Second Design Sensors

3961549

(A) 2011 through early 2013 OE production first design male connector. Replace the part with a second
design part with a male connector, P/N 12637297. (B) 2011 through 2013 second design service part,
P/N12637297. Do NOT replace this part unless the part has failed. If the part has failed, replace the part
with the second design part with a male connector, P/N 12637297.

3961552

(C) This is the second design 2013 production senor with the female plug (1). The sensor and plug
change was made to indicate the new design. Do NOT replace this sensor, P/N12656071, unless the part
has failed.

3. Determine if a first design (A) or second design (B) heated oxygen sensor is installed using
a light and mirror.


If a second design (B), P/N 12637297, P/N 12656071 heated oxygen sensor is currently
installed, no further action is required. Lower the vehicle. Refer to Lifting and Jacking
the Vehicle in SI.



If a first design (A), P/N 12612571, heated oxygen sensor is in place, remove the sensor
and replace it with a second design heated oxygen sensor. Refer to Heated Oxygen
Sensor Replacement –Bank 2 Sensor 2 in SI and Heated Oxygen Sensor Replacement
–Bank 1 Sensor 2 in SI.

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Bulletin No.: 14096B

4. After installing the new heated oxygen sensors, reprogram the ECM. Refer to Engine
Control Module Programming in this bulletin.
Heated Oxygen Sensor Replacement – Bank 1 Sensor 2 and Heated Oxygen Sensor
Replacement – Bank 2 Sensor 2
1. Raise and support the vehicle. Refer to Lifting and Jacking the Vehicle in SI.
2. Remove the bank 1 sensor 2 heated oxygen sensor. Refer to Heated Oxygen Sensor
Replacement –Bank 1 Sensor 2 in SI.
3. Install a new bank 1 sensor 2 heated oxygen sensor. Refer to Heated Oxygen Sensor
Replacement –Bank 1 Sensor 2 in SI.
4. Remove the bank 2 sensor 2 heated oxygen sensor. Refer to Heated Oxygen Sensor
Replacement –Bank 2 Sensor 2 in SI.
5. Install a new bank 2 sensor 2 heated oxygen sensor. Refer to Heated Oxygen Sensor
Replacement –Bank 2 Sensor 2 in SI.
6. Lower the vehicle. Refer to Lifting and Jacking the Vehicle in SI.
7. Proceed to Engine Control Module Programming in this bulletin.
Engine Control Module Programming
Note: Carefully read and follow the instructions below.


Do NOT attempt to order the calibration number from GM Customer Care and Aftersales.
The calibration numbers required for this service procedure are programmed into control
modules via a Multiple Diagnostic Interface (MDI) with the calibration update. DO NOT
program a control module unless directed to by a service procedure or a service bulletin. If
the control module is not properly configured with the correct calibration software, the
control module will not control all of the vehicle features properly.
 Ensure the programming tool is equipped with the latest software and is securely
connected to the data link connector. If there is an interruption during programming,
programming failure or control module damage may occur.
 Stable battery voltage is critical during programming. Any fluctuation, spiking, over voltage
or loss of voltage will interrupt programming. When required install the EL-49642 SPS
Programming Support Tool to maintain system voltage. If not available, connect a fully
charged 12 V jumper or booster pack disconnected from the AC voltage supply. DO NOT
connect a battery charger.
 Turn OFF or disable systems that may put a load on the vehicles battery such as; interior
lights, exterior lights (including daytime running lights), HVAC, radio, etc.
 During the programming procedure, follow the SPS prompts for the correct ignition switch
position.
 Clear DTCs after programming is complete. Clearing powertrain DTCs will set the
Inspection/Maintenance (I/M) system status indicators to NO.
 Note the engine oil life remaining percentage.
To reprogram an existing Engine Control Module, perform the following procedure:
1. Install EL-49642 SPS programming support tool.

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Bulletin No.: 14096B

2. Access the Service Programming System (SPS) and follow the on-screen instructions.
Refer to Service Programming System (SPS) documentation in SI for programming
instructions.
3. On the SPS Supported Controllers screen, select Engine Control Module and follow the onscreen instructions.
4. Clear DTCs after completing the programming procedure.
Note: If vehicle fails to start during Configuration and Setup, perform the SPS Function
Immobilizer Learn and follow the on-screen instructions.
5. Perform the SPS function Engine Control Module - Configuration & Setup and follow the
on-screen instructions, if available.
6. Clear DTCs after completing the Configuration & Setup procedure.
7. CALIFORNIA, CONNECTICUT, DELAWARE, MARYLAND, MASSACHUSETTS, MAINE,
OREGON, VERMONT, & WASHINGTON VEHICLES ONLY: Install a Recall Identification
Label. Also, for California vehicles complete a “Proof of Correction” certificate upon recall
completion.
RECALL IDENTIFICATION LABEL - California/Connecticut/Delaware/Maryland/Massachusetts/
Maine/Oregon/Vermont/Washington Vehicles Only
Place a Recall Identification Label on each vehicle corrected in accordance with the instructions
outlined in this Product Recall Bulletin. Each label provides a space to include the recall number
and the five-digit dealer code of the dealer performing the recall service. This information may
be inserted with a ballpoint pen.
Put the Recall Identification Label on a clean and dry surface of the radiator
core support in an area that will be visible to people servicing the vehicle.
When installing the Recall Identification Label, be sure to pull the tab to
allow adhesion of the clear protective covering. Additional Recall
Identification Labels for US dealers can be obtained from Dealer Support
Materials
by
ordering
on
the
web
from
DWD
Store,
www.gmglobalconnect.com, and then click on the DWD Store link.
Request Item Number S-1015 when ordering.

GM
RECALL

14096
COMPLETED
DEALER CODE

ED
99-999

DO NOT REMOVE

CUSTOMER REIMBURSEMENT - For US
Customer requests for reimbursement of previously paid repairs for the recall condition are to
be submitted to the dealer by June 30, 2015, 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.

Page 6



July 2014

Bulletin No.: 14096B

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 June 30, 2015.
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
9100476
9100477
9100478*
9100479*

Description
Inspect Oxygen Sensors – No Further Action Req'd (for
customer reimbursement only)
Reprogram ECM and Replace Bank 2 Sensor 2 Heated
Oxygen Bank 1 Sensor 2
Customer Reimbursement Approved
Customer Reimbursement Denied - For US dealers only

Labor
Time
0.2

Net
Item
N/A

0.8

N/A

0.2
0.1

**
N/A

*

Customer reimbursement will not close this recall. An inspection must be performed, and
if necessary, sensor replacement. To avoid having to "H" route this transaction for
approval, it must be submitted prior to the repair transaction.

**

The amount identified in “Net Item” should represent the dollar amount reimbursed to the
customer.

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Bulletin No.: 14096B

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).
In order to ensure full protection under the emission warranty, and the right to participate in future
recalls, the customer notification letter recommends that customers have their vehicles serviced
as soon as possible. It also advises that failure to do so could legally be determined to be lack
of proper maintenance. The vehicle may fail a state or local emission inspection test if the recall
work is not completed.
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.
In order to ensure full protection under the emission warranty, and the right to participate in future
recalls, the customer notification letter recommends that customers have their vehicles serviced
as soon as possible. It also advises that failure to do so could legally be determined to be lack
of proper maintenance. The vehicle may fail a state or local emission inspection test if the recall
work is not completed.
DEALER RECALL RESPONSIBILITY
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
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.
***THE FOLLOWING 2 PARAGRAPHS ARE NOT FOR CANADA OR EXPORT***
When a California emissions recall is completed by a GM dealer, the dealer must provide the
vehicle owner a “Proof of Correction Certificate” which the owner may need to present to the
California Department Of Motor Vehicles (DMV) when renewing their vehicle registration.
Without this correction certificate, the owner may be unable to renew their vehicle registration.

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Bulletin No.: 14096B

Additional Certificates can be obtained, at no charge, from Dealer Support Materials by ordering
on the web from the DWD Store, www.gmdealerworld.com, and then click on the DWD Store
link; request GM Item Number 1825 when ordering.

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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Bulletin No.: 14096B
May 2014

Dear General Motors Customer:
This notice is sent to inform you that General Motors is conducting a voluntary emission recall
that includes your vehicle.
Reason For This Recall: The Oxygen (O2) Sensor on your 2011-2013 model year Chevrolet
Express or GMC Savana vehicle may fracture if condensation from the catalytic converter
enters the O2 sensor and causes a sudden temperature change. If this occurs, the
Malfunction Indicator Lamp will illuminate.
What Will Be Done: Your GM dealer will replace both rear O2 sensors and reprogram the
engine control module. This service will be performed for you at no charge.
What You Should Do: Please contact your GM dealer as soon as possible to arrange a
service date and to assure parts availability. Instructions for making this correction have been
sent to your dealer. Please ask your dealer if you wish to know how much time will be needed
to schedule, process, and repair your vehicle.
If you have any questions or need any assistance, just contact your dealer or the appropriate
Customer Assistance Center at the number listed below.
Division

Number

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

1-800-222-1020
1-800-462-8782
65-6267-1752
1-800-496-9992
1-800-496-9993
1-800-496-9994

Text Telephones
(TTY)
1-800-833-2438
1-888-889-2438

Reimbursement: Even though you may have already had this condition corrected, you will
still need to take your vehicle to your dealer for an inspection. 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 June 30, 2015, unless state law specifies a longer
reimbursement period. .
Emission Law Information: In order to ensure your full protection under the emission
warranty made applicable to your vehicle by state and federal law, and your right to participate
in future recalls, it is recommended that you have your vehicle serviced as soon as possible.
Failure to do so could legally be determined to be lack of proper maintenance of your vehicle.
Also, your vehicle may fail a state or local emission inspection if this recall is not accomplished.

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Bulletin No.: 14096B

IMPORTANT MESSAGE FOR CALIFORNIA RESIDENTS
The California Air Resources Board (CARB) requires vehicle emission recalls be completed
prior to California registration renewal. Uncorrected emission recalls will result in the inability
to renew your California vehicle registration.
At the time of emission recall completion, your California dealer will issue a "Proof of
Correction Certificate". Keep this certificate and, if required, present it to the Department of
Motor Vehicles when renewing your California registration as proof of recall completion.
We are sorry to cause you this inconvenience; however, we have taken this action in the
interest of your continued satisfaction with our products.
Jim Moloney
General Director,
Customer and Relationship Services
Enclosure
14096

GM CUSTOMER CARE AND AFTERSALES
DCS3262
URGENT - DISTRIBUTE IMMEDIATELY
Date:

July 25, 2014

Subject:

14096B – Emission Recall
Oxygen Sensor Fracture
Revised Service Procedure

Models:

2011-2013 Chevrolet Express and GMC Savana Equipped with
Gasoline or Liquefied Petroleum Gas (LPG) Fuel Engines

To:

All Chevrolet and GMC Dealers

Attention: General Manager, Service Advisor, Service Manager, Parts and
Service Director, Parts Manager, Used Vehicle Sales Manager,
and Warranty Administrator
LPG vehicles are now involved; however, the calibration for the 2012 LPG
vehicles is not currently available. In addition, the illustrations in the service
procedure have been revised, and technicians are no longer required to contact
Techline Customer Support Center to reprogram the ECM. Please discard all
copies of bulletin 14096A.
END OF MESSAGE
GM CUSTOMER CARE AND AFTERSALES