Bulletin No.: 13091
Date: May 2013

Service Bulletin

SPECIAL COVERAGE
SUBJECT: Special Coverage Adjustment - Water Pump Shaft Seal Leaks
MODELS:

2008-2010 Buick Enclave
2009-2010 Chevrolet Traverse
2007-2010 GMC Acadia
2007-2010 Saturn Outlook
Equipped with HFV6 Engine (LY7, LLT)

Due to a limited supply of replacement water pumps, this special coverage adjustment is being
released in phases. Customer notification letters for the involved 2007 model year vehicles will
be mailed on May 28, 2013. Notification letters for the involved 2008-2010 model year vehicles
will be mailed when a sufficient quantity of water pumps is available.
However, in the interest of customer satisfaction, all of the involved vehicles have been updated
in the Global Warranty Management system and can be identified by Vehicle Identification
Number on the Investigate Vehicle History screen. This means any involved 2008-2010 model
year vehicle that experiences a water pump failure prior to the owner receiving a notification letter
may be immediately repaired and a warranty transaction submitted.
CONDITION
Certain 2008-2010 model year Buick Enclave, 2009-2010 model year Chevrolet Traverse, 20072010 model year GMC Acadia and Saturn Outlook vehicles equipped with HFV6 Engine (LY7,
LLT) may experience leaks from the water pump shaft seal. These leaks are often due to vehicle
operation with a low engine coolant level and may result in water pump failure. Proper
maintenance of the engine coolant level will increase shaft seal reliability and help ensure that the
water pump operates as intended.
SPECIAL COVERAGE ADJUSTMENT
This special coverage covers the condition described above for a period of 10 years or 120,000
miles (193,000 km), whichever occurs first, from the date the vehicle was originally placed in
service, regardless of ownership.
Dealers are to replace the water pump. The repair will be made at no charge to the customer.

Copyright 2013 General Motors. All Rights Reserved.

Page 2

May 2013

Bulletin No.: 13091

For vehicles covered by Vehicle Service Contracts, all eligible claims with repair orders on or after
May 20, 2013 are covered by this special coverage and must be submitted using the labor
operation codes provided with this bulletin. Claims with repair orders prior to May 20, 2013 must
be submitted to the Service Contract provider.
VEHICLES INVOLVED
All involved vehicles are identified by Vehicle Identification Number on the Applicable Warranties
section in GM Global Warranty Management system. Dealership service personnel should
always check this site to confirm vehicle involvement prior to beginning any required inspections
and/or repairs. It is important to routinely use this tool to verify eligibility because not all similar
vehicles may be involved regardless of description or option content.
PART INFORMATION
Parts required to complete this special coverage are to be obtained from General Motors
Customer Care and Aftersales (GMCC&A).
Part Number
12346290 - US
10953464 - CN
12657499

Description
COOLANT, ENGINE (DEX-COOL)

Quantity/Vehicle
2

PUMP KIT (Includes Bolts)

1

SERVICE PROCEDURE
1.

Verify that the water pump requires replacement. Visually inspect the water pump for the
presence of a coolant leak. Refer to the appropriate diagnostic information in SI if required.
 If the water pump does NOT require replacement, no further action is required. Inform the
customer that any additional diagnosis and repairs are not covered under this special
coverage.

Caution: The water pump is equipped with torque-to-yield or single use fasteners. Install a NEW
torque-to-yield or single use fastener when installing this component. Failure to replace the
torque-to-yield or single use fastener could cause damage to the vehicle or component.
 If the water pump requires replacement, refer to Water Pump Replacement in SI.
CUSTOMER REIMBURSEMENT - For US
Customer requests for reimbursement of previously paid repairs to correct the condition described
in this bulletin are to be submitted to the dealer by April 30, 2014, unless otherwise specified by
state law. If this is not convenient for the customer, they may mail the completed Customer
Reimbursement Request Form and all required documents to the GM Customer Assistance
Center. Repairs must have occurred within the 10 years of the date the vehicle was originally
placed in service, or 120,000 miles (193,000 kilometers), whichever occurs first.
All reasonable and customary costs to correct the condition described in this bulletin
should be considered for reimbursement. Any questions or concerns should be reviewed
with your GM representative prior to processing the request.

Page 3

May 2013

Bulletin No.: 13091

When a customer requests reimbursement, they must provide the following:




A completed Customer Reimbursement Request Form. This form is mailed to the
customer or can be obtained through GM GlobalConnect.
The name and address of the person who paid for the repair.
Paid receipt confirming the amount of the repair expense, a description of the repair, and
the person or entity performing the repair.

IMPORTANT: GM requires dealers to approve or deny a reimbursement request within 30 days
of receipt. If a reimbursement request is approved, the dealer should immediately issue a check
to the customer and submit an appropriate warranty transaction for the incurred expense. If a
reimbursement request is denied, the dealer MUST provide the customer with a clear and concise
explanation, in writing, as to why the request was denied. The bottom portion of the Customer
Reimbursement Request Form may be used for this purpose. If the denial was due to missing
documents, the customer can resubmit the request when the missing documents are obtained, as
long as it is still within the allowed reimbursement period.
Warranty transactions for customer reimbursement of previously paid repairs are to be submitted
as required by GM Global Warranty Management. Additional information can also be found in
Warranty Administration Bulletin 11-00-89-004.
CUSTOMER REIMBURSEMENT - For Canada and Export
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 April 30, 2014. Repairs must have
occurred within the 10 years of the date the vehicle was originally placed in service, or 193,000
kilometers, whichever occurs first.
When a customer requests reimbursement, they must provide the following:
-

Proof of ownership at time of repair.
Original paid receipt confirming the amount of unreimbursed repair expense(s) (including
Service Contract deductibles), a description of the repair, and the person or entity
performing the repair.

All reasonable and customary costs to correct the condition described in this bulletin should be
considered for reimbursement. Any questions or concerns should be reviewed with your GM
representative prior to processing the request.
COURTESY TRANSPORTATION – For US and Canada
The General Motors Courtesy Transportation program is intended to minimize customer
inconvenience when a vehicle requires a repair that is covered by the New Vehicle Limited
Warranties. The availability of courtesy transportation to customers whose vehicles are within the
warranty coverage period and involved in a product program is very important in maintaining
customer satisfaction. Dealers are to ensure that these customers understand that shuttle
service or some other form of courtesy transportation is available and will be provided at no
charge. Dealers should refer to the General Motors Service Policies and Procedures Manual for
Courtesy Transportation guidelines.

Page 4

May 2013

Bulletin No.: 13091

WARRANTY TRANSACTION INFORMATION
Submit a transaction using the table below. All transactions should be submitted as a ZREG
transaction type, unless noted otherwise.
Labor Code
Description
9900005
Diagnostic Time Only – No Repair Required
9900006
Replace Water Pump
Add: Diagnostic Time
9900007
Customer Reimbursement Approved
9900008
Customer Reimbursement Denied - US Dealers Only
*

Labor
Time
0.1-0.3
1.7
0.1-0.3
0.2
0.1

Net Item
N/A
N/A
*
N/A

The amount identified in “Net Item” should represent the dollar amount reimbursed to the
customer.

CUSTOMER NOTIFICATION
General Motors will notify customers of this special coverage on their vehicles (see copy of typical
customer letter included with this bulletin - actual divisional letter may vary slightly).

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/retailer for information
on whether your vehicle may benefit from the information.

We Support
Voluntary Technician
Certification

Page 5

May 2013

Bulletin No.: 13091
May 2013

Dear General Motors Customer:
As the owner of a 2008-2010 model year Buick Enclave, 2009-2010 model year Chevrolet
Traverse, 2007-2010 model year GMC Acadia or Saturn Outlook vehicle equipped with a HFV6
engine, your satisfaction with our product is very important to us.
This letter is intended to make you aware that your vehicle may have a condition where engine
coolant leaks from the water pump shaft seal and may result in water pump failure. These leaks
are often due to vehicle operation with a low engine coolant level. Proper maintenance of the
engine coolant level will increase shaft seal reliability and ensure that the water pump operates as
intended.
Do not take your vehicle to your GM dealer as a result of this letter unless you believe that
your vehicle has the condition as described above.
What We Have Done: General Motors is providing owners with additional protection for the
condition described above. If this condition occurs on your vehicle within 10 years of the date
your vehicle was originally placed in service or 120,000 miles (193,000 kilometers), whichever
occurs first, the condition will be repaired for you at no charge. Diagnosis or repair for conditions
other than the condition described above is not covered under this special coverage program.
What You Should Do: If you believe that your vehicle has the condition described above, repairs
and adjustments qualifying under this special coverage must be performed by a General Motors
dealer. You may want to contact your GM dealer to find out how long they will need to have your
vehicle so that you may schedule the appointment at a time that is convenient for you. This will
also allow your dealer to order parts if they are not already in stock. Keep this letter with your
other important glove box literature for future reference.
Reimbursement: If you have paid for repairs for the condition described in this letter, please
complete the enclosed 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 form and all required documents to Reimbursement Department, PO Box 33170,
Detroit, MI 48232-5170. The completed form and required documents must be presented to your
dealer or received by the Reimbursement Department by April 30, 2014, unless state law
specifies a longer reimbursement period.
If you have any questions or need any assistance, just contact your dealer or the appropriate
Customer Assistance Center at the number listed below.
Division

Number

Buick
Chevrolet
GMC
Saturn
Guam
Puerto Rico – English
Puerto Rico – Español
Virgin Islands

1-800-521-7300
1-800-222-1020
1-800-462-8782
1-800-553-6000
65-6267-1752
1-800-496-9992
1-800-496-9993
1-800-496-9994

Text
Telephones
(TTY)
1-800-832-8425
1-800-833-2438
1-888-889-2438
1-800-833-6000

Page 6

May 2013

Bulletin No.: 13091

We are sorry for any inconvenience you may experience; however we have taken this action in
the interest of your continued satisfaction with our products.
Jim Moloney
General Director,
Customer and Relationship Services
Enclosure
13091