GLOBAL SAFETY FIELD INVESTIGATIONS
DCS5680
URGENT - DISTRIBUTE IMMEDIATELY
Date:

February 11, 2021

Subject: N202325360 – Customer Satisfaction Program
All Weather Floor Mat Not Delivered with Vehicle
Models: 2021 Buick Enclave
2021 Chevrolet Traverse.
To:

All General Motors Dealers

General Motors is releasing Customer Satisfaction Program N202325360
today. The total number of U.S. vehicles involved is approximately 897.
Please see the attached bulletin for details.
Customer Letter Mailing
The customer letter mailing will begin on February 25, 2021.
Global Warranty Management (GWM)
The Required Field Action section on the Investigate Vehicle History (IVH) screen will
be updated February 12, 2021 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

Customer Satisfaction Program
N202325360 All Weather Floor Mat Not Delivered with Vehicle
Release Date:
Attention:

February 2021

Revision:

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

Model Year
From
To

Model

Buick
Chevrolet

Enclave
Traverse

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 were delivered without floor
mats.
Dealers will install standard floor mats.

Parts
Quantity
1
1
1
1
1
1

Part Name
MAT PKG, FLR AUX Enclave Avenir Captain– Black
MAT PKG, FLR AUX Traverse (Bucket-ABE) Captain – Black
MAT PKG, FLR AUX Traverse (Bucket-ABE) Captain – Dark Atmosphere
MAT PKG, FLR AUX Traverse (Bench-ABC) Bench - Black
MAT PKG, FLR AUX Enclave Captain - Black
MAT PKG, FLR AUX Traverse High Country Captain – Black

Part No.
84285423
84332395
84332396
84332398
84332401
84501543

Note: Use the VIN and the GM Electronic Parts Catalog (EPC) to determine which color mat package to order.
It is estimated that there are only 379 involved vehicles that will require parts being replaced. Due to the small number
of vehicles anticipated that will need this repair 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
9105565

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
Copyright 2021 General Motors. All Rights Reserved.

Page 1 of 3

Customer Satisfaction Program
N202325360 All Weather Floor Mat Not Delivered with Vehicle
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
N202325360 All Weather Floor Mat Not Delivered with Vehicle
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 may have been delivered without
floor mats.
Your satisfaction with your Enclave or Traverse is very important to us, so we are announcing a program to fix this
condition.
What We Will Do: Your GM dealer will install your 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
N202325360

Page 3 of 3