Customer Satisfaction Program
N192257060 Recreational Towing – Dolly Tow Procedure
Release Date:
Revision Description:

Attention:

January 2020

Revision:

01

This bulletin was modified to temporarily remove 2019 model year Cadillac XT4 vehicles.
2019 and 2020 model year Cadillac XT4 vehicles will be added to this bulletin at a later
date. Please discard all previous copies of bulletin N192257060.

This program is in effect until February 28, 2022.

Make
Chevrolet

Model
Malibu

Model Year
From
To
2019
2019

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

The owner’s manual for certain 2019 model year Chevrolet Malibu vehicles includes instructions for
towing the vehicle behind another vehicle with all four wheels on the ground (i.e., “dinghy” towing). These
vehicles are not equipped for this type of towing and should not be towed this way. Owners will receive
a manual insert with instructions not to tow these vehicles with all four wheels on the ground.
Owners will receive an owner’s manual insert with the correct instructions.

Parts
No parts are required for this repair.
Warranty Information
Labor
Operation
9104915

Description
Print and Install Owner’s Manual Insert

Labor
Time
0.1

Trans.
Type
ZFAT

Net
Item
N/A

Service Procedure
1.

Print the appropriate language owner’s manual insert for your service area.

2.

Locate the owner’s manual.

3.

Install the printed owner’s manual insert to the owner’s manual.

Copyright 2019 General Motors. All Rights Reserved.

Page 1 of 4

Customer Satisfaction Program
N192257060 Recreational Towing – Dolly Tow Procedure
Chevrolet Malibu

5455918
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 recertified 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 February 28, 2022. 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, through February 28, 2022, whenever a vehicle subject to this field action enters your vehicle inventory
you must take the steps necessary to ensure the program correction has been made before selling the vehicle. In
addition, for vehicles entering your facility for service, you are required to ensure the customer is aware of the open field
action and make every reasonable effort to implement the program correction as set forth in this bulletin prior to
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

Customer Satisfaction Program
N192257060 Recreational Towing – Dolly Tow Procedure
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).
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.

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

Customer Satisfaction Program
N192257060 Recreational Towing – Dolly Tow Procedure
February 2020
This notice applies to your vehicle, VIN: ________________________________
Dear General Motors Customer:
We have learned that your 2019 model year Chevrolet Malibu vehicle may have an owner’s manual with incorrect
instructions for towing the vehicle behind another vehicle.
The owner’s manual for certain 2019 model year Chevrolet Malibu vehicles includes instructions for towing the vehicle
behind another vehicle with all four wheels on the ground (i.e., “dinghy” towing). These vehicles are not equipped for
this type of towing and should not be towed this way.
Your satisfaction with your Malibu 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: Owners will receive an owner’s manual insert with the correct instructions.
What You Should Do: A copy of the owner’s manual insert is included with this letter. Please insert it into your
owner’s manual and place it in your glove compartment with the rest of your important documents.
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
1-800-222-1020
1-800-496-9994
1-800-496-9993
1-800-496-9994

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

We truly appreciate you taking the time to update your vehicle as we know your time is valuable. 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 enjoyable driving.
Neelie O'Connor
Global Executive Director
Customer Experience Operations
Enclosure
N192257060

GLOBAL SAFETY FIELD INVESTIGATIONS
DCS5287
URGENT - DISTRIBUTE IMMEDIATELY
Date:

January 17, 2020

Subject: N192257060-01 - Customer Satisfaction Program
Recreational Towing – Dolly Tow Procedure
STOP PROCESSING 2019 Cadillac XT4
Models: 2019 Cadillac XT4
2019 Chevrolet Malibu
To:

All General Motors Dealers

General Motors is temporarily halting the execution of Customer Satisfaction
Program # N192257060 today for the 2019 Cadillac XT4 only. Technical
issues in the 2019 XT4 owner’s manual inserts need to be resolved prior to
continuing the execution of Customer Satisfaction Program # N192257060 for
the 2019 Cadillac XT4. A future Global Connect message will be issued
informing you when to resume processing field action # N192257060 for the
2019 Cadillac XT4.
The 2019 Chevrolet Malibu, also included in Customer Satisfaction Program #
N192257060, is unaffected and updates should continue.
END OF MESSAGE
GLOBAL SAFETY FIELD INVESTIGATIONS