GLOBAL SAFETY FIELD INVESTIGATIONS
DCS6655
URGENT - DISTRIBUTE IMMEDIATELY
Date:

August 23, 2023

Subject: N232398360 - Customer Satisfaction Program
Loss of OnStar Audio
Models: 2016 Buick Envision
To:

All General Motors Dealers

General Motors is releasing Customer Satisfaction Program N232398360
today. The total number of U.S. vehicles involved is approximately 3,465.
Please see the attached bulletin for details.
Customer Letter Mailing
The customer letter mailing will begin in September 2023.
Global Warranty Management (GWM)
The Required Field Action section on the Investigate Vehicle History (IVH) screen will
be updated August 23, 2023. A Stock VIN list is not included as our records show there
are no vehicles in dealer new inventory.
END OF MESSAGE
GLOBAL SAFETY FIELD INVESTIGATIONS

Customer Satisfaction Program
N232398360 Loss of OnStar Audio
Release Date:
Attention:

August 2023

Revision:

00

This program is in effect until September 30, 2025.

Make

Model

Buick

Envision

Model Year
From
To

RPO

2016

UE1

2016

Description
Communication System –
Vehicle, OnStar

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 2016 model year Buick Envision vehicles may have a condition where there is a loss of OnStar
audio after an over-the-air update.
Dealers are to reprogram the telematics communication control module.

Parts
No parts are required for this repair.
Warranty Information
Labor
Operation
9106857*
9106858*
9106959
9106960

Description
Verified Module Software or Calibration Level: Module Is
Programmed with Same Level Software or Calibration
Telematics Communication Control Module Reprogramming with
SPS
Customer Reimbursement Approved
- For USA and Canada dealers only
Customer Reimbursement Denied – For USA dealers only

Labor
Time
0.2

Trans.
Type
ZFAT

Net
Item
N/A

0.3

ZFAT

N/A

ZFAT

**

ZFAT

***

N/A
N/A

Note: To avoid having to “H” route the customer reimbursement transaction for wholesale approval, it must be submitted
prior to the repair transaction.
** For USA & Canada: Submit the dollar amount reimbursed to the Customer in Net/Reimbursement. Submit $20.00 USD
($25.00 CAD) administrative allowance in Net/Admin Allowance.
*** Submit $10.00 administrative allowance in Net/Admin Allowance.

Important:

* To avoid warranty transaction rejections, carefully read and follow the instructions below:

6125814
• The Warranty Claim Code from the programming event must be accurately entered in the “Warranty Claim
Code” field of the transaction.
•

When more than one Warranty Claim Code is generated for a programming event, it is required to document all
Warranty Claim Codes in the “Correction” field on the job card. Dealers must also enter one of the codes in the

Copyright 2023 General Motors. All Rights Reserved.

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Customer Satisfaction Program
N232398360 Loss of OnStar Audio
“Warranty Claim Code” field of the transaction, otherwise the transaction will reject. It is best practice to enter
the FINAL code provided by SPS2.

Warranty Claim Code Information Retrieval

6125774
If the Warranty Claim Code was not recorded on the Job Card, the code can be retrieved in the SPS2 system as
follows:
1.
2.
3.
4.

Open TLC on the computer used to program the vehicle.
Select and start SPS2.
Select Settings (1).
Select the Warranty Claim Code tab (2).

The VIN, Warranty Claim Code and Date/Time will be listed on a roster of recent programming events. If the code is
retrievable, dealers should resubmit the transaction making sure to include the code in the SPS Warranty Claim Code
field.

Service Procedure
Note: Carefully read and follow the instructions below.

•

Ensure the programming tool is equipped with the latest software and is securely connected to the data link connector.
If there is an interruption during programming, programming failure or control module damage may occur.

•

Stable battery voltage is critical during programming. Any fluctuation, spiking, over voltage or loss of voltage will
interrupt programming. Install a GM Authorized Programming Support Tool to maintain system voltage. Refer to
www.gmdesolutions.com for further information. If not available, connect a fully charged 12 V jumper or booster
pack disconnected from the AC voltage supply. DO NOT connect a battery charger.

•

Follow the on-screen prompts regarding ignition power mode, but ensure that anything that drains excessive power
(exterior lights, HVAC blower motor, etc) is off.

•

Clear DTCs after programming is complete. Clearing powertrain DTCs will set the Inspection/Maintenance (I/M)
system status indicators to NO.

Important: The service technician always needs to verify that the VIN displayed in the TLC left side drop down menu and
the top center window match the VIN plate of the vehicle to be programmed prior to using Service Programming System
2 (SPS2) for programming or reprogramming a module.

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Customer Satisfaction Program
N232398360 Loss of OnStar Audio
•

For the TLC application, service technicians need to always ensure that the power mode (ignition) is “ON” before
reading the VIN from the vehicle’s VIN master module and that they do not select a VIN that is already in the TLC
application memory from a previous vehicle.

•

If the VIN that shows up in the TLC top center window after correctly reading the VIN from the vehicle does not match
the VIN plate of the vehicle, manually type in the VIN characters from the vehicle VIN plate into the TLC top center
window and use these for programming or reprogramming the subject module with the correct vehicle VIN and
software and/or calibrations.

•

The Engine Control Module (ECM) is the master module (for VIP vehicles) that TLC reads to determine the VIN of
the vehicle. If the VIN read from the vehicle by TLC does not match the VIN plate of the vehicle, the ECM also needs
to be reprogrammed with the correct VIN, software and calibrations that match the vehicle’s VIN plate.

•

The Body Control Module (BCM) is the master module (for GEM vehicles) that TLC reads to determine the VIN of
the vehicle. If the VIN read from the vehicle by TLC does not match the VIN plate of the vehicle, the BCM also needs
to be reprogrammed with the correct VIN, software and calibrations that match the vehicle’s VIN plate.

Caution: Be sure the VIN selected in the drop down menu (1) is the same as the vehicle connected (2) before beginning
programming.

5743643
Important: If the vehicle VIN DOES NOT match, the message below will be shown.

5877000

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Customer Satisfaction Program
N232398360 Loss of OnStar Audio

5644477
Important: Techline Connect screens shown above.
Important: If the same calibration/software warning is noted on the TLC Summary screen, select OK and follow
screen instructions. After a successful programming event, the WCC is located in the Service Programming System
dialogue box of the SPS Summary screen. No further action is required. Refer to the Warranty section of the bulletin.
1.

Reprogram the telematics communication control module. Refer to Telematics Communication Interface Control
Module Programming and Setup in SI.
1.1. Select “Programming & Service Activation” under “Select Function/Sequence”, click “Next” and follow on-screen
instructions.

5644478
Note: The screenshot above is an example of module programming and may not be indicative of the specific module
that is being programmed. Module selection and VIN information have been blacked out.
Important: To avoid warranty transaction rejections, you MUST record the warranty claim code provided on the
Warranty Claim Code (WCC) screen shown above on the job card. Refer to callout 1 above for the location of the
WCC on the screen.
2.

Record SPS Warranty Claim Code on job card for warranty transaction submission.

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.

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Customer Satisfaction Program
N232398360 Loss of OnStar Audio
Dealers are to service all vehicles subject to this program at no charge to customers, regardless of mileage, age of vehicle,
or ownership, through September 30, 2025. 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 September 30, 2025, you must take the steps necessary to be sure the program correction has been made before
selling or releasing the vehicle.
Dealer Reports – For USA & Export
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.
Courtesy Transportation – For USA & Canada
Courtesy transportation is available for customers whose vehicles are involved in a product program and still within the
warranty coverage period. See General Motors Service Policies and Procedures Manual for courtesy transportation
program details.
Customer Notification
USA & Canada - General Motors will notify customers of this program on their vehicle (see copy of customer letter included
with this bulletin).
Customer Reimbursement
Customer requests for reimbursement of previously paid repairs to correct the condition described in this bulletin are to
be submitted to the dealer prior to or by September 30, 2024. See General Motors Service Policies and Procedures
Manual, Section 6.1.11 – Product Field Action Customer Reimbursement Procedure (USA & Canada) or local Policies
and Procedures, for details.

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

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Customer Satisfaction Program
N232398360 Loss of OnStar Audio
September 2023
This notice applies to your vehicle, VIN: ________________________________
Dear General Motors Customer:
We have learned that your 2016 model year Buick Envision may have a condition where there is a loss of OnStar audio
after an over-the-air update.
Your satisfaction with your Envision 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 reprogram the communication interface module. This service will be performed
for you at no charge until September 30, 2025. 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.
Reimbursement: Even though you may have previously had repairs for this condition, you will still need to take your
vehicle to your dealer for additional repairs. If you have already paid for repairs for the condition described in this letter,
please complete the enclosed reimbursement form and present it to your dealer with all required documents. Working
with your dealer will expedite your request, however, if this is not convenient, you may mail the completed
reimbursement form and all required documents to Reimbursement Department, PO Box 33170, Detroit, MI 482325170. The completed form and required documents must be presented to your dealer or received by the
Reimbursement Department by September 30, 2024, unless state law specifies a longer reimbursement period
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.
For the hearing or speech impaired, please contact our Customer Assistance Center using the Telecommunication
Relay Service by dialing 711 then providing the appropriate Customer Assistance Center number for your vehicle.
Division
Buick
Puerto Rico – English
Puerto Rico – Español
Virgin Islands

Number
1-800-521-7300
1-866-467-9700
1-866-467-9700
1-866-467-9700

Text Telephones (TTY)
711 / 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 Buick Envision provides you many
miles of enjoyable driving.
Neelie O’Connor
Global Executive Director
Customer Experience Operations
Enclosure
N232398360

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