Customer Satisfaction Program
N192288520 Re-tuned Cab Mounts and Shocks to Address Harsh
Ride Complaints
Release Date:
Attention:

June 2020

Revision:

00

ONLY Chevrolet Medium Duty dealers can complete this recall repair.
This program is in effect until June 30, 2022.

Make
Chevrolet

Model
Silverado 5500HD/6500HD

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

Drivers of certain 2019 model year Chevrolet Silverado 5500HD/6500HD vehicles have reported
harsh/rough/unacceptable ride quality from their vehicles. A combination of high capacity suspension
components, relatively low curb weight and light front axle loading produces poor ride quality.
Dealers will install updated cab mounts and shocks.

Parts
Quantity
2
2
2
2

Part Name
ABSORBER, SHOCK, COMMON TO, 7K TAPER LEAF SUSP –
FRONT (473.1MM EXTENDED)
ABSORBER, SHOCK, COMMON TO, 8K TAPER LEAF SUSP –
FRONT (484.0MM EXTENDED)
ABSORBER, SHOCK, 4X2, MOD. RIDE PACKAGE,
390.4MM/590.0MM, REAR
ABSORBER, SHOCK ABSORBER, W/ IROS REAR
SUSPENSION (AIRBAG)

2

ABSORBER, SHOCK, VISTA, VARIRATE, 4X4 - REAR

4
4

Upper Cab Mounts Reg Cab
Lower Cab Mounts Reg Cab

RPO

Part No.

RPO FK6

19407869

RPO FSN

19407871

RPO
GR3/GR4/FU7
RPO
KUT/G40/GP1/GP8
RPO
GR3/GR4/FU7

19407873
19407858
19407870
22963249
20898141

It is estimated that only 348 involved vehicles will require parts replaced. Due to the small number of vehicles
anticipated that will need this fix and the limited initial parts availability, dealers are encouraged not to order
these parts for use as shelf stock.
Reminder: Parts may be removed from Retail Inventory Management (RIM). Dealers should review the affected parts
to confirm RIM managed status. Parts may have quantity limiters in effect.
Warranty Information
Labor
Operation
9105033
9105040

Description
Replace Front and Rear Shocks and Cab Mounts Standard Cab
Replace Rear Shocks and Cab Mounts Standard Cab (4x4 Only)

Labor
Time
2.1
1.5

Trans.
Type
ZFAT
ZFAT

Net
Item
N/A
N/A

Service Procedure
Note: 4x4 vehicles only need to have the rear shocks and upper and lower cab mounts replaced.
1.

Replace both front shock absorbers. Refer to Shock Absorber Replacement in SI.

2.

Replace both rear shock absorbers. Refer to Rear Shock Absorber Replacement in SI.

3.

Replace the body mount upper and lower cushions (both sides). Refer to Body Mount Upper and Lower Cushion
Replacement 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.

Copyright 2020 General Motors. All Rights Reserved.

Page 1 of 4

Customer Satisfaction Program
N192288520 Re-tuned Cab Mounts and Shocks to Address Harsh
Ride Complaints
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 June 30, 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 June 30, 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
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 - General Motors will notify customers of this program on their vehicle (see copy of customer letter included with this
bulletin).

Page 2 of 4

Customer Satisfaction Program
N192288520 Re-tuned Cab Mounts and Shocks to Address Harsh
Ride Complaints
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
N192288520 Re-tuned Cab Mounts and Shocks to Address Harsh
Ride Complaints
June 2020
This notice applies to your vehicle, VIN: ________________________________
Dear General Motors Customer:
We have learned that your 2019 model year Chevrolet Silverado HD 5500 / HD 6500 may have
harsh/rough/unacceptable ride quality. A combination of high capacity suspension components, relatively low curb
weight and light front axle loading produces poor ride quality.
Your satisfaction with your Chevrolet Silverado HD 5500 / HD 6500 is very important to us, so we are announcing a
program to fix this condition.
What We Will Do: Your GM dealer will install updated cab mounts and shocks. This service will be performed for you
at no charge until June 30, 2022. 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. By scheduling an appointment, your dealer can ensure that the
necessary parts will be available on your scheduled appointment date.
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
Puerto Rico – English
Puerto Rico – Español
Virgin Islands
GM Medium Duty Truck

Number
1-800-496-9994
1-800-496-9993
1-800-496-9994
1-800-862-4389

Text Telephones (TTY)

We truly appreciate you taking the time to remedy 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
N192288520

Page 4 of 4

GLOBAL SAFETY FIELD INVESTIGATIONS
DCS5415
URGENT - DISTRIBUTE IMMEDIATELY
Date:

June 01, 2020

Subject: N192288520 - Customer Satisfaction Program
Re-tuned Cab Mounts and Shocks to Address Harsh Ride Complaints
Models: 2019 Silverado HD 5500 / HD 6500
To:

All General Motors Medium Duty Dealers

General Motors is releasing Customer Satisfaction Program N192288520
today. The total number of U.S. vehicles involved is approximately 348.
Please see the attached bulletin for details.
Customer Letter Mailing
The customer letter mailing will begin on June 15, 2020.
Global Warranty Management (GWM)
The Required Field Action section on the Investigate Vehicle History (IVH) screen will
be updated June 02, 2020 or sooner. A list of involved vehicles in dealer new inventory
is attached to this message. Please hold all warranty transactions until IVH has been
updated.
END OF MESSAGE
GLOBAL SAFETY FIELD INVESTIGATIONS