GLOBAL SAFETY FIELD INVESTIGATIONS
DCS4217
URGENT - DISTRIBUTE IMMEDIATELY
Date:

October 13, 2016

Subject: 16069 - Customer Satisfaction Program
Rear Prop Shaft Not Fully Seated
Models: 2017 Buick LaCrosse
Equipped with All-Wheel Drive (AWD) (RPO F46)
To:

All Buick Dealers

General Motors is releasing Customer Satisfaction Program 16069 today. The
total number of U.S. vehicles involved is approximately 812. Please see the
attached bulletin for details.
Vehicles involved in this recall were placed on stop delivery October 12, 2016.
Once the service procedure contained in the bulletin has been performed on the
vehicle, the vehicle is released from stop delivery and the vehicle can be
delivered to the customer.
Customer Letter Mailing
The customer letter mailing will begin on November 9, 2016.
Global Warranty Management (GWM)
The Investigate Vehicle History (IVH) screen in the GWM system will be updated
October 14, 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

Customer Satisfaction Program
16069 Rear Prop Shaft Not Fully Seated
Reference Number:
Attention:

Release Date:
Revision:

N16207106

October 2016
00

Vehicles involved in this program were placed on stop delivery October 12, 2016. Once the service
procedure contained in this bulletin has been performed on the vehicle, the vehicle is released from stop
delivery and the vehicle can be delivered to the customer.
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 October 31, 2018.

Make

Model

Buick

LaCrosse

Model Year
From
To
2017
2017

RPO
F46

Description
All-Wheel Drive (AWD)

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

All 2017 model year Buick LaCrosse vehicles, equipped with AWD (RPO F46), may have a condition in
which the front portion of the rear propeller shaft slips out of the PTU (Power Transfer Unit) and drags
on the roadway. With this condition, the customer may hear a dragging noise from beneath the vehicle,
but there will be no DIC/Cluster warning messages. A less probable, but similar, condition could also
occur at the rear portion of the propeller shaft to the rear differential carrier assembly. Under either
condition the vehicle still has propulsion power through the front axle.
Inspect, and if necessary, reseat the prop shaft to the PTU and rear differential carrier assembly.

Parts
No parts are required.
Warranty Information
Labor
Operation
9102279
9102280
*

Description
Inspect Prop Shaft-No Further Action Required
Inspect and Fully Seat Prop Shaft C-Clip

Labor
Time
0.3
0.3*

Trans.
Type
ZFAT

Net
Item
N/A

Note which C-Clip (PTU or Rear Differential Carrier Assembly) was not fully seated on the customer repair order.

Service Procedure
Note: If after inspection the prop shaft cannot be seated by hand, contact the Technical Assistance Center (TAC).
The prop shaft spline may NOT have been fully seated in the power transfer unit (PTU) output shaft or rear differential
carrier assembly shaft during vehicle assembly. The end spline of the PTU and rear differential carrier assembly has Cclip that seats within PTU or rear differential carrier assembly interface. Perform a prop shaft retention check at the PTU
and rear differential carrier assembly locations to ensure the prop shaft is fully seated.
1.

Raise and support the vehicle. Refer to Lifting and Jacking the Vehicle in SI.

2.

Locate where the prop shaft connects to the PTU.

Copyright 2016 General Motors. All Rights Reserved.

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Customer Satisfaction Program
16069 Rear Prop Shaft Not Fully Seated

4600427
Caution: To avoid part damage, do NOT use a pry bar or equivalent tool to determine if prop shaft movement is present.
3.

Place your hands around the propeller shaft tube just behind the interface and push away from the PTU, (1) on the
propeller shaft tube without using leverage or body weight. The intention is to check that the retaining ring has
snapped into position.


If there is no prop shaft movement, the retaining ring is snapped into position and the prop shaft is installed
correctly at this location. No further action is required at the PTU location. Proceed to step 6.

Note: Do NOT remove the prop shaft from the vehicle and install a new O-ring and retaining ring. The O-ring and retaining
ring should not be damaged because the prop shaft was not fully seated on the PTU output shaft or rear differential carrier
assembly shaft.


If there is prop shaft movement, the retaining ring is NOT snapped into position and the prop shaft is installed
incorrectly at this location. Proceed to step 4.

4.

Using your hands, push the prop shaft forward toward the front of the vehicle until the PTU output shaft is fully
engaged into the spline of the prop shaft. The retention ring will snap into position when the prop shaft is installed
properly.

5.

Ensure the prop shaft is installed properly at the PTU location by placing your hands around the propeller shaft tube
just behind the interface and pulling away from the PTU on the propeller shaft tube without using leverage or body
weight. No prop shaft movement should be detected.

6.

Locate where the prop shaft connects to the rear differential carrier assembly.

4600432
Caution: To avoid part damage, do NOT use a pry bar or equivalent tool to determine if prop shaft movement is present.

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Customer Satisfaction Program
16069 Rear Prop Shaft Not Fully Seated
Note: Do NOT remove the prop shaft from the vehicle and install a new O-ring and retaining ring. The O-ring and retaining
ring should not be damaged because the prop shaft was not fully seated on the PTU output shaft or rear differential carrier
assembly shaft.
7.

Place your hands around the propeller shaft tube just behind the interface and push toward the rear differential
carrier. Pushing the propeller shaft tube toward the differential (2) will snap the retaining ring into position if the prop
shaft was not installed correctly.

8.

Place your hands around the propeller shaft tube just behind the interface and push away from the rear differential
carrier. No prop shaft movement should be detected.

9.

Lower the vehicle. Refer to Lifting and Jacking the Vehicle 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 October 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 October 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.
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, Sections 1.4 and 6.1.10, for
courtesy transportation program 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

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Customer Satisfaction Program
16069 Rear Prop Shaft Not Fully Seated
November 2016
This notice applies to your vehicle, VIN: ________________________________
Dear General Motors Customer:
We have learned that your 2017 model year Buick LaCrosse may have a condition in which the front portion of the rear
propeller shaft slips out of the PTU (Power Transfer Unit) and drags on the roadway. With this condition, you may hear
a dragging noise from beneath the vehicle, but there will be no DIC/Cluster warning messages. A less probable, but
similar, condition could also occur at the rear portion of the propeller shaft to the rear differential carrier assembly.
Under either condition the vehicle still has propulsion power through the front axle.
Your satisfaction with your LaCrosse 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, and if necessary, reseat the prop shaft to the PTU and rear differential
carrier assembly. This service will be performed for you at no charge until October 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
Buick
Puerto Rico – English
Puerto Rico – Español
Virgin Islands

Number
1-800-521-7300
1-800-496-9992
1-800-496-9993
1-800-496-9994

Text Telephones (TTY)
1-800-832-8425

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 Buick LaCrosse provides you many miles of
enjoyable driving.
Terry M. Inch
Executive Director
Global Connected Customer Experience
16069

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