Customer Satisfaction Program
44180 Vehicles with Key Codes Improperly Handled by Third Party
Reference Number:
Attention:

Release Date:
Revision:

N16204418

November 2016
00

This program is in effect until November 30, 2018.

Make
Various

Model
Various

Model Year
From
To
2013
2016

RPO

Description

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

Various makes and models of model year 2013-2016 vehicles may have key codes which were
inappropriately handled by a third party which could increase the risk of vehicle theft.
Dealers are to replace all applicable keys and lock cylinders with new key configurations.

Parts
Note: All vehicles will have the ignition lock cylinder and front door lock cylinders replaced. For all other applicable lock
cylinders, use the vehicles VIN and the GM Electronics Parts Catalog (EPC) to determine which lock cylinders to order.
Warranty Information
Labor
Operation
9102704

Description
Replace Ignition Lock Cylinder and Front Door Lock Cylinders
Add: To Replace Rear Door Lock Cylinders (Express/Savana only)
Add: To Replace Endgate Lock Cylinder
Add: To Replace Instrument Panel Compartment Door Lock Cylinder
Add: To Replace Rear Compartment Lid Lock Cylinder
Add: To Replace Liftgate Lock Cylinder
Add: To Replace Cargo Box Stowage Box Lid Lock Cylinder
Add: To Replace Spare Wheel Hoist Lock Cylinder

Labor
Time
*
*
*
*
*
*
*
*

Trans.
Type
ZFAT

Net
Item
N/A

*Refer to the warranty LTG for appropriate labor time(s).
For US: Please email the VIN and new key codes to the EKC helpdesk along with your name and BAC
([email protected]). They will update the key codes in the look up system for future reference.
For Canada: Please email the full VIN and new key codes to Canada Dealer Systems Support along with your name,
phone number, and dealer code ([email protected]). They will update the key codes in the look up system for
future reference. The support center can be reached at 1-800-265-0573.
Service Procedure
1.

Remove ignition lock cylinder. Refer to the applicable service procedure in SI.

2.

Remove front door lock cylinders. Refer to the applicable service procedure in SI.

3.

Remove rear door lock cylinders (if equipped). Refer to the applicable service procedure in SI.

4.

Remove endgate lock cylinder (if equipped). Refer to the applicable service procedure in SI.

5.

Remove instrument panel compartment door lock cylinder (if equipped). Refer to the applicable service procedure in
SI.

6.

Remove rear compartment lid lock cylinder (if equipped). Refer to the applicable service procedure in SI.

7.

Remove liftgate lock cylinder (if equipped). Refer to the applicable service procedure in SI.

8.

Remove cargo box stowage box lid lock cylinder (if equipped). Refer to the applicable service procedure in SI.

9.

Remove spare wheel hoist lock cylinder (if equipped). Refer to the applicable service procedure in SI.

10. Install ignition lock cylinder. Refer to the applicable service procedure in SI.
11. Install front door lock cylinders. Refer to the applicable service procedure in SI.
12. Install rear door lock cylinders (if equipped). Refer to the applicable service procedure in SI.

Copyright 2016 General Motors. All Rights Reserved.

Page 1 of 3

Customer Satisfaction Program
44180 Vehicles with Key Codes Improperly Handled by Third Party
13. Install endgate lock cylinder (if equipped). Refer to the applicable service procedure in SI.
14. Install instrument panel compartment door lock cylinder (if equipped). Refer to the applicable service procedure in SI.
15. Install rear compartment lid lock cylinder (if equipped). Refer to the applicable service procedure in SI.
16. Install liftgate lock cylinder (if equipped). Refer to the applicable service procedure in SI.
17. Install cargo box stowage box lid lock cylinder (if equipped). Refer to the applicable service procedure in SI.
18. Install spare wheel hoist lock cylinder (if equipped). Refer to the applicable service procedure in SI.
19. For US: Please email the VIN and new key codes to the EKC helpdesk along with your name and BAC
([email protected]). They will update the key codes in the look up system for future reference.
For Canada: Please email the full VIN and new key codes to Canada Dealer Systems Support along with your
name, phone number, and dealer code ([email protected]). They will update the key codes in the look up
system for future reference. The support center can be reached at 1-800-265-0573.
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 November 30, 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 November 30, 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. 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.
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 2 of 3

Customer Satisfaction Program
44180 Vehicles with Key Codes Improperly Handled by Third Party
November 2016
This notice applies to your vehicle, VIN: ________________________________
Dear General Motors Customer:
General Motors has learned that the key code for your GM vehicle may have been inappropriately handled by a third
party which could increase the risk of vehicle theft.
Your safety and security with your GM vehicle is very important to us, so we are announcing a program to address this
situation.
What We Will Do: Your GM dealer will replace all applicable keys and lock cylinders with new key configurations. This
service will be performed for you at no charge until November 30, 2018.
What You Should Do: To limit any possible inconvenience, we recommend that you contact your dealer as soon as
possible to schedule an appointment.
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
Buick
Cadillac
Chevrolet
GMC
Oldsmobile
Pontiac
Saab
Saturn
Hummer
Puerto Rico – English
Puerto Rico – Español
Virgin Islands

Number
1-800-521-7300
1-800-458-8006
1-800-222-1020
1-800-462-8782
1-800-442-6537
1-800-762-2737
1-800-955-9007
1-800-553-6000
1-800-732-5493
1-800-496-9992
1-800-496-9993
1-800-496-9994

Text Telephones (TTY)
1-800-832-8425
1-800-833-2622
1-800-833-2438
1-800-462-8583
1-800-833-6537
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 safe
and enjoyable driving.
Terry M. Inch
Executive Director
Global Connected Customer Experience
44180

Page 3 of 3

GLOBAL SAFETY FIELD INVESTIGATIONS
DCS4238
URGENT - DISTRIBUTE IMMEDIATELY
Date:

November 2, 2016

Subject: 44180 - Customer Satisfaction Program
Vehicles with Key Codes Improperly Handled by Third Party
Models: 2013-2016 Various Makes and Models
To:

All General Motors Dealers

General Motors is releasing Customer Satisfaction Program 44180 today. The
total number of U.S. vehicles involved is 89. Please see the attached bulletin
for details.
Customer Letter Mailing
The customer letter mailing will begin on November 16, 2016.
Global Warranty Management (GWM)
The Investigate Vehicle History (IVH) screen in the GWM system will be updated
November 3, 2016. Please hold all warranty transactions until the VIN appears in IVH.
END OF MESSAGE
GLOBAL SAFETY FIELD INVESTIGATIONS