GLOBAL SAFETY FIELD INVESTIGATIONS
DCS5326
URGENT - DISTRIBUTE IMMEDIATELY
Date:

February 13, 2020

Subject: N192281640 - Customer Satisfaction Program
Owner Manual Indicates Incorrect Maximum Roof Cargo Load
Models: 2020 GMC Terrain
Equipped with Denali Package (RPO 5SA)
To:

All General Motors Dealers

General Motors is releasing Customer Satisfaction Program N192281640
today. The total number of U.S. vehicles involved is approximately 6,749.
Please see the attached bulletin for details.
Customer Letter Mailing
The customer letter mailing will begin soon.
Global Warranty Management (GWM)
The Required Field Action section on the Investigate Vehicle History (IVH) screen will
be updated February 13, 2020. A list of involved vehicles is attached to this message.
Please hold all warranty transactions until IVH has been updated.
END OF MESSAGE
GLOBAL SAFETY FIELD INVESTIGATIONS

Customer Satisfaction Program
N192281640 Owner Manual Indicates Incorrect Maximum Roof
Cargo Load
Release Date:
Attention:

February 2020

Revision:

00

This program is in effect until February 28, 2022.

Make

Model

GMC

Terrain

Model Year
From
To
2020
2020

RPO
5SA

Description
Denali Package

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 2020 model year GMC Terrain vehicles, equipped with the Denali package (RPO 5SA), may
have a condition where the owner manual lists an incorrect roof cargo load specification.
Customers will receive an owner manual insert notifying them of the update on the roof cargo load
specifications. Dealers are to print and install the Owner Manual Insert.

Parts
No parts are required for this repair.
Warranty Information
Labor
Operation
9104951

Description
Print and Install Owner Manual Insert

Labor
Time
0.2

Trans.
Type
ZFAT

Net
Item
N/A

Service Procedure
1.

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

2.

Locate the owner manual in the accessories bag.

3.

Install the owner manual inserts to the owner’s manual.

5500870
Copyright 2020 General Motors. All Rights Reserved.

Page 1 of 5

Customer Satisfaction Program
N192281640 Owner Manual Indicates Incorrect Maximum Roof
Cargo Load

5500885

Page 2 of 5

Customer Satisfaction Program
N192281640 Owner Manual Indicates Incorrect Maximum Roof
Cargo Load

5500903

5500905
Page 3 of 5

Customer Satisfaction Program
N192281640 Owner Manual Indicates Incorrect Maximum Roof
Cargo Load
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 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 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 February 28, 2022 you must take the steps necessary to be sure the program correction has been made before
selling or releasing 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
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

Page 4 of 5

Customer Satisfaction Program
N192281640 Owner Manual Indicates Incorrect Maximum Roof
Cargo Load
February 2020
This notice applies to your vehicle, VIN: ________________________________
Dear General Motors Customer:
We have learned that your 2020 model year GMC Terrain Denali may have a condition where the owner manual lists an
incorrect roof cargo load specification.
Your satisfaction with your Terrain Denali 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 print and install an insert in your owner manual. This service will be performed
for you at no charge until February 28, 2022.
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
GMC
Puerto Rico – English
Puerto Rico – Español
Virgin Islands

Number
1-800-462-8782
1-800-496-9994
1-800-496-9993
1-800-496-9994

Text Telephones (TTY)
1-800-462-8583

We truly appreciate you taking the time to update your owner manual 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 Terrain Denali provides you
many miles of enjoyable driving.
Neelie O’Connor
Global Executive Director
Customer Experience Operations
Enclosure
N192281640

Page 5 of 5