Bulletin No.: 14457B
Date: November 2014

Recall Bulletin

PRODUCT SAFETY RECALL
SUBJECT:

Rear Toe Link Adjuster Lock Nut Torque

MODELS:

2010-2015 Cadillac SRX
2011-2012 Saab 9-4X

This bulletin has been revised to inform dealers that owners of Saab 9-4X vehicles delivered in
the U.S. or Canada will receive a separate notification and be addressed by Saab Authorized
Service Centers. This bulletin applies to Saab vehicles delivered outside of the U.S. and
Canada that are subject to this recall. Please discard all copies of bulletin 14457A.
It is a violation of Federal law for a dealer to deliver a new motor vehicle or any new or used item
of motor vehicle equipment (including a tire) covered by this notification under a sale or lease
until the defect or noncompliance is remedied.
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.
CONDITION
General Motors has decided that a defect which relates to motor vehicle safety exists in certain
2010-2015 model year Cadillac SRX vehicles and 2011-2012 Saab 9-4X vehicles. On some of
these vehicles, the jam nut in the rear suspension toe adjuster link may not be torqued to the
proper specification. A loose toe adjuster link can cause the vehicle to sway or wander at
highway speed, activate the vehicle’s electronic stability control system, and cause excessive
wear to the threads in the link. Additionally, the rear suspension may make loud metallic noises,
particularly when the vehicle is travelling over bumps or potholes. If the threads in the link
become worn, the link may separate. If separation occurs while the vehicle is being driven, it
would create sudden vehicle instability, increasing the risk of a crash.
CORRECTION
On vehicles in dealer inventory, dealers must inspect the left and right rear toe link adjuster lock
nuts for proper torque and tighten the nuts if necessary. On customer vehicles, dealers must
inspect the left and right rear toe link and replace the parts if there is evidence of damage or a
loose link. If the rear toe links pass the inspection, then the dealer should torque the adjuster
jam nuts to specification.

Copyright 2014 General Motors. All Rights Reserved.

Page 2

November 2014

Bulletin No.: 14457B

VEHICLES INVOLVED
All involved vehicles are identified by Vehicle Identification Number on the Investigate Vehicle
History screen 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.
For dealers with involved vehicles, a listing with involved vehicles containing the complete
vehicle identification number, customer name, and address information has been prepared and
will be provided to US and Canadian dealers through the GM GlobalConnect Recall Reports, or
sent directly to export dealers. Dealers will not have a report available if they have no involved
vehicles currently assigned.
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 recall is a violation of law in several
states/provinces/countries. Accordingly, you are urged to limit the use of this report to the followup necessary to complete this recall.
PART INFORMATION
Parts Pre-Ship Information – For US and Canada
Important: An initial supply of Rear Suspension Adjustment Links required to complete this
recall will be pre-shipped to involved dealers of record. This pre-shipment is
scheduled to begin the weeks of October 6, 13 and 20, 2014. Pre-shipped parts will
be charged to dealer’s open parts account.
Beginning the week of October 27, 2014, additional parts, if required, are to be obtained from
GMCC&A. Please refer to your “involved vehicles listing” before ordering parts. Normal orders
should be placed on a DRO = Daily Replenishment Order. In an emergency situation, parts
should be ordered on a CSO = Customer Special Order.
Important: It is estimated that only 20% of involved vehicles will require link replacement.
Please order parts accordingly.
Part Number
20867273

Description
LINK, REAR SUSPENSION ADJUSTMENT

Quantity/Vehicle
1-2 (if Req'd)

SERVICE PROCEDURE
Note: For new unsold vehicles, proceed directly to the tightening procedure (step # 6). It is not
necessary to inspect or replace the rear suspension adjustment link on new unsold vehicles.
For all sold and delivered vehicles perform all 6 steps.
Use the following steps to inspect the left and right rear suspension adjustment links:
1.

Lift the vehicle on a hoist. Refer to Lifting and Jacking the Vehicle in SI.

Page 3

November 2014

Bulletin No.: 14457B

3980939

3980940

Note: Load the suspension so the wheels are in the same position they would be if the vehicle
was on the ground.
2.

Place tall threaded jack stands under the left and right control arms at the shock absorber
mount as shown. Using the threaded jack stands, raise the left and right control arms to
the ride height level.

3.

Inspect the left and right rear suspension links as follows:

3979306



Grasp the adjustment collar and push up and pull down firmly, note any movement in the
link assembly components (the ends are rubber mounted and will have some movement)

Page 4

November 2014

Bulletin No.: 14457B

3980941

3980942

(1) Paper does NOT fit between jam nut and rear suspension adjustment link. (2) Paper fits between jam nut
and rear suspension adjustment link.

 Inspect the toe link assembly for loosened jam nuts. Use a piece of paper to determine
if there is a gap between the jam nut and the adjustment collar.
5.

If the adjustment link fails any of the above tests, replace the adjustment link assembly.
Refer to Adjust Link Replacement in SI.

Note: The following steps use a 26mm crows foot wrench attached to a torque wrench. The
orientation of the crows foot to the torque wrench should be as close to inline as possible to
obtain accurate readings.

3980937

Page 5

November 2014

Bulletin No.: 14457B

3979310

6.

Use the following steps to verify the tightness of the adjustment link jam nuts (1) and
adjustment collar (2).
 Remove the two jack stands.

3980205

 On the left hand side of the vehicle, have one technician hold the adjustment collar with
a 26mm open end wrench. Have a second technician verify the torque of the jam nuts
using a 26mm crow’s foot attachment on a calibrated torque wrench. The torque will be
checked by pushing torque wrench handle toward the rear of vehicle on both the inner
and outer jam nuts (the outer link has left handed threads) Tighten 150 Nm (110 lb ft).

Page 6

November 2014

Bulletin No.: 14457B

3980206



On the right hand side of the vehicle, have one technician hold the adjustment collar with a
26mm open end wrench. Have a second technician verify the jam nut torque using a
26mm crow’s foot attachment on a calibrated torque wrench. The torque will be checked
by pulling torque wrench handle toward the front of vehicle on both the inner and outer jam
nuts (the outer link has left handed threads) Tighten 150 Nm (110 lb ft).

CUSTOMER REIMBURSEMENT - For US
Customer requests for reimbursement of previously paid repairs for the recall condition are to
be submitted to the dealer by November 30, 2015, 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.
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.
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.

Page 7

November 2014

Bulletin No.: 14457B

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 November 30, 2015.
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.
WARRANTY TRANSACTION INFORMATION
Submit a transaction using the table below. All transactions should be submitted as a ZFAT
transaction type, unless noted otherwise.
Note: To avoid having to "H" route the customer reimbursement transaction for approval, it must
be submitted prior to the repair transaction.
Labor
Code
9100933
9100934

9100935

9100936
9100937

Description
Inspect & Tighten Right & Left Rear Suspension
Adjustment Links
Inspect & Install One Toe Rear Suspension Adjustment
Link (incl. resetting rear toe) – Not for Use on Inventory
Vehicles
Inspect & Install Both Toe Rear Suspension Adjustment
Link (inc. resetting rear toe) – Not for Use on Inventory
Vehicles
Customer Reimbursement Approved
Customer Reimbursement Denied - For US dealers only

Labor
Time
0.3

Net
Item
N/A

1.5

N/A

1.9

N/A

0.2
0.1

*
N/A

Note: Customer reimbursement will not close this recall. The service procedure must also be
performed on the vehicle.
*

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

Page 8

November 2014

Bulletin No.: 14457B

CUSTOMER NOTIFICATION – For US and Canada
General Motors will notify customers of this recall on their vehicle.
CUSTOMER NOTIFICATION – For Export
Letters will be sent to known owners of record located within areas covered by the US National
Traffic and Motor Vehicle Safety Act.
DEALER RECALL RESPONSIBILITY – For US and Export (US States, Territories,
and Possessions)
It is a violation of Federal law for a dealer to deliver a new motor vehicle or any new or used item
of motor vehicle equipment (including a tire) covered by this notification under a sale or lease
until the defect or noncompliance is remedied.
The US National Traffic and Motor Vehicle Safety Act provides that each vehicle that is subject
to a recall of this type must be adequately repaired within a reasonable time after the customer
has tendered it for repair. A failure to repair within sixty days after tender of a vehicle is prima
facie evidence of failure to repair within a reasonable time. If the condition is not adequately
repaired within a reasonable time, the customer may be entitled to an identical or reasonably
equivalent vehicle at no charge or to a refund of the purchase price less a reasonable allowance
for depreciation. To avoid having to provide these burdensome remedies, every effort must be
made to promptly schedule an appointment with each customer and to repair their vehicle as
soon as possible. In the recall notification letters, customers are told how to contact the US
National Highway Traffic Safety Administration if the recall is not completed within a reasonable
time.
DEALER RECALL RESPONSIBILITY – All
All unsold new vehicles in dealers' possession and subject to this recall must be held and
inspected/repaired per the service procedure of this recall bulletin before customers take
possession of these vehicles.
Dealers are to service all vehicles subject to this recall 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. 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 recall enters your vehicle inventory, or is in your
dealership for service in the future, you must take the steps necessary to be sure the recall
correction has been made before selling or releasing the vehicle.

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 9

November 2014

Bulletin No.: 14457B

IMPORTANT SAFETY RECALL
October 2014
Dear General Motors Customer:
This notice is sent to you in accordance with the National Traffic and Motor Vehicle Safety Act.
General Motors has decided that a defect which relates to motor vehicle safety exists in certain
2010-2015 model year Cadillac SRX vehicles and 2011-2012 Saab 9-4X vehicles. As a result,
GM is conducting a safety recall. We apologize for this inconvenience. However, we are
concerned about your safety and continued satisfaction with our products.

IMPORTANT





This notice applies to your 2010-2015 model year Cadillac SRX
vehicles or 2011-2012 Saab 9-4X vehicle, VIN ___________________.
Your vehicle is involved in GM recall 14457.
Schedule an appointment with your dealer on or after November 10,
2014.
This service will be performed for you at no charge.

Why is your
vehicle being
recalled?

The jam nut in the rear suspension toe adjuster link may not be
torqued to the proper specification. A loose toe adjuster link can
cause the vehicle to sway or wander at highway speed, activate the
vehicle’s electronic stability control system, and cause excessive
wear to the threads in the link. Additionally, the rear suspension may
make loud metallic noises, particularly when the vehicle is travelling
over bumps or potholes. If the threads in the link become worn, the
link may separate. If separation occurs while the vehicle is being
driven, it would create sudden vehicle instability, increasing the risk
of a crash.

What will we
do?

PARTS ARE NOT CURRENTLY AVAILABLE, but when parts are
available, your dealer will inspect the left and right rear toe link and
replace the parts if there is evidence of damage or a loose link. If
the rear toe links pass the inspection, then your dealer will torque the
adjuster jam nuts to specification. This service will be performed for
you at no charge. Because of service scheduling requirements, it is
likely that your dealer will need your vehicle longer than the actual
inspection time of approximately 20 minutes. If part replacement is
required an additional 1 hour and 20 minutes to 1 hour and 40 minutes
may be needed.
We are working as quickly as possible to correct this condition and
expect to have sufficient parts to begin repairs by November 10,
2014.

Page 10

November 2014

What should
you do?

Bulletin No.: 14457B

You should contact your dealer to arrange a service appointment on
or after November 10, 2014.
If you experience any sway or wandering while the vehicle is at
speed, or hear any loud metallic or other unusual noises from the
rear suspension, you should have the vehicle towed to a GM
dealership for inspection and repair, and should not drive the vehicle
until the recall repairs have been performed.

Did you already
pay for this
repair?

Even though you may have already had repairs for this condition,
you will still need to take your vehicle to your dealer for additional
repairs. If you have 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 48232-5170. The completed form and required
documents must be presented to your dealer or received by the
Reimbursement Department by November 30, 2015, unless state
law specifies a longer reimbursement period.

Do you have
questions?

If you have questions or concerns that your dealer is unable to
resolve, please contact the appropriate Customer Assistance Center
at the number listed below.
Division

Number

Cadillac
Saab
Guam
Puerto Rico – English
Puerto Rico – Español
Virgin Islands
GM Medium Duty Truck

1-800-458-8006
1-855-880-0808
65-6267-1752
1-800-496-9992
1-800-496-9993
1-800-496-9994
1-800-862-4389

Text Telephones
(TTY)
1-800-833-2622

If after contacting your dealer and the Customer Assistance Center, you are still not satisfied
we have done our best to remedy this condition without charge and within a reasonable time,
you may wish to write the Administrator, National Highway Traffic Safety Administration, 1200
New Jersey Avenue, SE., Washington, DC 20590, or call the toll-free Vehicle Safety Hotline at
1.888.327.4236 (TTY 1.800.424.9153), or go to http://www.safercar.gov. The National
Highway Traffic Safety Administration Campaign ID Number for this recall is 14V571.
Federal regulation requires that any vehicle lessor receiving this recall notice must forward a
copy of this notice to the lessee within ten days.
Jeffrey M. Boyer
Vice President
Global Vehicle Safety
Enclosure
GM Recall #14457