GLOBAL SAFETY FIELD INVESTIGATIONS
DCS5664
URGENT - DISTRIBUTE IMMEDIATELY
Date:

February 1, 2021

Subject: N202323940 - Customer Satisfaction Program
Customer Paid Floor Protection Package Not Available
Models: 2021 Buick Enclave
2021 Chevrolet Traverse
To:

All General Motors Dealers

General Motors is releasing Customer Satisfaction Program N202323940
today. The total number of U.S. vehicles involved is 8. Please see the
attached bulletin for details.
Customer Letter Mailing
The customer letter mailing will begin on February 26, 2021.
Global Warranty Management (GWM)
The Required Field Action section on the Investigate Vehicle History (IVH) screen will
be updated February 2, 2021 or sooner. All 8 VINs are customer driven. There is no
stock vin list attached to this message. Please hold all warranty transactions until IVH
has been updated.
END OF MESSAGE
GLOBAL SAFETY FIELD INVESTIGATIONS

Customer Satisfaction Program
N202323940 Customer Paid Floor Protection Package Not Available
Release Date:
Attention:

February 2021

00

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.

Make
Buick
Chevrolet

Revision:

Model
Enclave
Traverse

Model Year
From
To
2021

RPO

Description

2021

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 2021 model year Buick Enclave and Chevrolet Traverse vehicles do not have the accessory allweather floor mats that were invoiced for the vehicle.
Dealer will install floor mats.

Parts
Please use the table below to order the correct parts for the 8 VINs specified:
Quantity
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1

Part Name
For Vin # 1GNERFKW4MJ100951
VAV - All-Weather Floor Mats in Jet Black
VAV - All-Weather Floor Mats in Jet Black
VKN - All-Weather Floor Mat in Jet Blk - 3rd Row Bench
VLI - All-Weather Cargo Mat in Jet Black
For Vin # 1GNEVGKW0MJ101144
VAV - All-Weather Floor Mats in Jet Black
VAV - All-Weather Floor Mats in Jet Black
VKN - All-Weather Floor Mat in Jet Blk - 3rd Row Captain
VLI - All-Weather Cargo Mat in Jet Black
For Vin # 1GNEVGKW3MJ100778
VAV - All-Weather Floor Mats in Jet Black
VAV - All-Weather Floor Mats in Jet Black
VKN - All-Weather Floor Mat in Jet Blk - 3rd Row Captain
VLI - All-Weather Cargo Mat in Jet Black
For Vin # 1GNEVGKW4MJ100059
VAV - All-Weather Floor Mats in Jet Black
VAV - All-Weather Floor Mats in Jet Black
VKN - All-Weather Floor Mat in Jet Blk - 3rd Row Captain
VLI - All-Weather Cargo Mat in Jet Black
For Vin # 1GNEVGKW5MJ100412
VAV - All-Weather Floor Mats in Jet Black
VAV - All-Weather Floor Mats in Jet Black
VKN - All-Weather Floor Mat in Jet Blk - 3rd Row Bench
VLI - All-Weather Cargo Mat in Jet Black
For Vin # 1GNEVJKW9MJ106288
VAV - All-Weather Floor Mats in Jet Black
VAV - All-Weather Floor Mats in Jet Black
VKN - All-Weather Floor Mat in Jet Blk - 3rd Row Captain
VLI - All-Weather Cargo Mat in Jet Black
For Vin # 1GNEVKKW0MJ100093
VAV - All-Weather Floor Mats in Jet Black
VAV - All-Weather Floor Mats in Jet Black
VKN - All-Weather Floor Mat in Jet Blk - 3rd Row Captain
VLI - All-Weather Cargo Mat in Jet Black
For Vin # 5GAEVCKW1MJ106274
VAV - All-Weather Floor Mats in Jet Black

Copyright 2021 General Motors. All Rights Reserved.

Part No.
84162515
84162518
84162521
84185666
84162515
84162518
84162524
84185666
84162515
84162518
84162524
84185666
84162515
84162518
84162524
84185666
84162515
84162518
84162521
84185666
84162515
84162518
84162524
84185666
84162515
84162518
84162524
84185666
84162074
Page 1 of 3

Customer Satisfaction Program
N202323940 Customer Paid Floor Protection Package Not Available
1
1
1

VAV - All-Weather Floor Mats in Jet Black
VKN - All-Weather Floor Mat in Jet Blk for 3rd Row
VLI - All-Weather Cargo Mat in Jet Black

84205916
84205918
84205920

It is estimated that only 8 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.
Warranty Information
Labor
Operation
9105557

Description
Install Floor Mats

Labor
Time
0.1

Trans.
Type
ZFAT

Net
Item
N/A

Service Procedure
1.

Install vehicle floor mats.

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, from this time forward.
Customers who have recently purchased vehicles sold from your vehicle inventory, and for which there is no customer
information indicated on the dealer 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. Recall follow-up 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 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 has been prepared and will be available through GM GlobalConnect Maxis
Field Action Reports or sent directly to export dealers. The Inventory tab of the dealer reports will contain VINs that
apply to this field action. This information is intended to assist dealers with the PROMPT COMPLETION of these
vehicles. The Customer In-Service tab will contain customer names and addresses from Motor Vehicle Registration
Records. The use of such motor vehicle registration data for any purpose other than follow-up necessary to complete
this field action may be a violation of law in several states.
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
N202323940 Customer Paid Floor Protection Package Not Available
February 2021
This notice applies to your vehicle, VIN: ________________________________
Dear General Motors Customer:
We have learned that your 2021 model year Buick Enclave or Chevrolet Traverse vehicle does not have the all-weather
floor mats that were invoiced for the vehicle.
Your satisfaction with your Enclave or Traverse is very important to us, so we are announcing a program to correct this.
What We Will Do: Your GM dealer will install your missing floor mats. This service will be performed for you at no
charge.
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
Buick
Chevrolet
Puerto Rico – English
Puerto Rico – Español
Virgin Islands

Number
1-866-608-8080
1-800-630-2438
1-800-496-9992
1-800-496-9993
1-800-496-9994

Text Telephones (TTY)
1-800-832-8425
1-800-833-2438

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
N202323940

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