Customer Satisfaction Program
17200 Loss of Electric Power Steering (EPS)
Reference Number:
GWM Number:
Attention:

Release Date:
Revision:

N15201720
2017200

August 2016
00

All involved vehicles that are in dealer inventory must be held and not delivered to customers, dealer
traded, or used for demonstration purposes until the repair contained in this bulletin has been performed
on the vehicle.
This program is in effect until August 31, 2018.

Make
Chevrolet

Model
Impala

Model Year
From
To
2014
2014

RPO
NJ2

Description
Belt Drive EPS

Involved vehicles are marked “open” on the Investigate Vehicle History screen in GM Global Warranty Management
system. This site should always be checked to confirm vehicle involvement prior to beginning any required inspections
and/or repairs.
Condition

Correction

Certain 2014 model year Chevrolet Impala vehicles, equipped with Belt Driven Electric Power Steering
(EPS) (RPO NJ2), may have a condition in which an intermittent or lasting loss or reduction of power
steering assist may occur at startup or while driving. Updating the Power Steering Control Module
(PSCM) software improves system performance. If power steering assist is lost or reduced, a message
is displayed on the Driver Information Center and a chime sounds to inform the driver. Steering control
can be maintained because the vehicle will revert to manual steering mode, but would require greater
driver effort particularly at low vehicle speeds.
Dealers are to inspect the PSCM ground and fuse for proper connection and update the PSCM software.

Part Information
No parts are required for this recall.
Warranty Information
Labor
Operation
9102457

Description
Repair Ground and Program Power Steering Control Module

Copyright 2016 General Motors. All Rights Reserved.

Labor
Time
0.5

Trans.
Type
ZFAT

Net
Item
N/A

Page 1 of 4

Customer Satisfaction Program
17200 Loss of Electric Power Steering (EPS)
Service Procedure

3959413

1.

Inspect the G111 ground (1) and the 100A F3UB fuse (2) for proper connection. Ensure the ground is free of paint
and both connections are tight.



Tighten the G111 ground to 9Nm (80 lb in).
Tighten the F3UB fuse to 4.7Nm (42 lb in).

2.

Fully charge the battery using the GR-8 Tool (EL-50313).

3.

Reprogram the power steering control module using the Service Programming System (SPS) with the latest
calibrations available on TIS2WEB. Refer to the Power Steering Control Module Programming and Setup (NJ2)
procedure in SI.

Dealer Responsibility
All new, used, GM Certified Used, courtesy transportation vehicles, dealer shuttle vehicles, etc. in dealers' possession
and subject to this program must be held and inspected/repaired per the service procedure of this bulletin before
customers take possession of these vehicles. Involved vehicles must be held and not delivered to customers, dealertraded, released to auction, used for demonstration, or any other purpose.
All GM Certified Used vehicles currently in the dealers’ inventory within the Certified Pre-Owned Inventory System
(CPOIS) will be de-certified and must be held and remedied per the service procedure in this bulletin. Upon submitting
an accepted/paid warranty transaction in the Global Warranty Management (GWM) system, the vehicle can be re-certified
for sale within the CPOIS system, or once again be used in the CTP program.
Dealers are to service all vehicles subject to this program at no charge to customers, regardless of mileage, age of vehicle,
or ownership, through August 31, 2018. 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 followup 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 August 31, 2018, you must take the steps necessary to be sure the program correction has been made before
selling or releasing the vehicle.
Dealer Reports
For dealers with involved vehicles, a listing with involved vehicles has been prepared and will be provided to U.S. and
Canadian dealers through the GM GlobalConnect Recall Reports, or sent directly to export dealers. 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.
Page 2 of 4

Customer Satisfaction Program
17200 Loss of Electric Power Steering (EPS)
Courtesy Transportation – For USA & Canada
Courtesy transportation is available for customers whose vehicles are involved in a product program and still within the
warranty coverage period. See General Motors Service Policies and Procedures Manual, Section 6.1.10 – Courtesy
Transportation, for details.
Customer Notification
USA & Canada - General Motors will notify customers of this program on their vehicle (see copy of customer letter included
with this bulletin).

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

Page 3 of 4

Customer Satisfaction Program
17200 Loss of Electric Power Steering (EPS)
August 2016
This notice applies to your vehicle, VIN: ________________________________
Dear General Motors Customer:
We have learned that your 2014 model year Chevrolet Impala may have been built with a condition in which an
intermittent or lasting loss or reduction of power steering assist may occur at startup or while driving. Updating the
Power Steering Control Module (PSCM) software improves system performance. If power steering assist is lost or
reduced, a message is displayed on the Driver Information Center and a chime sounds to inform the driver. Steering
control can be maintained because the vehicle will revert to manual steering mode, but would require greater driver
effort particularly at low vehicle speeds.
Your satisfaction with your Impala 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 inspect the PSCM ground and fuse for proper connection and update the
PSCM software. This service will be performed for you at no charge until August 31, 2018. 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.
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
Chevrolet
Puerto Rico – English
Puerto Rico – Español
Virgin Islands

Number
1-800-630-2438
1-800-496-9992
1-800-496-9993
1-800-496-9994

Text Telephones (TTY)
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 Impala provides you many miles of enjoyable
driving.
Terry M. Inch
Executive Director
Global Connected Customer Experience
17200

Page 4 of 4

GLOBAL SAFETY FIELD INVESTIGATIONS
DCS4135
URGENT - DISTRIBUTE IMMEDIATELY
Date:

August 5, 2016

Subject: 17200 - Customer Satisfaction Program
Loss of Electric Power Steering (EPS)
Models: 2014 Chevrolet Impala Equipped with Belt Drive EPS (NJ2)
To:

All Chevrolet Dealers

General Motors is releasing Customer Satisfaction Program 17200 today. The
total number of U.S. vehicles involved is approximately 17,704. Please see
the attached bulletin for details.
Customer Letter Mailing
The customer letter mailing will begin the week of August 22, 2016.
Global Warranty Management (GWM)
The Investigate Vehicle History (IVH) screen in the GWM system will be updated
August 6, 2016. A list of involved vehicles in dealer new inventory is attached to this
message. Please hold all warranty transactions until the VIN appears in IVH.
END OF MESSAGE
GLOBAL SAFETY FIELD INVESTIGATIONS