14295 Service Bulletin/Repair Instructions

Bulletin No.: 14295

Date: July 2014
Recall Bulletin
PRODUCT SAFETY RECALL

SUBJECT:
Wiper Motor Stripped Gear
MODELS:
2013-2014 Chevrolet Caprice PPV

2014 Chevrolet SS
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.

Vehicles involved in this recall were placed on stop delivery on June 26, 2014. Once the

service procedure contained in this bulletin has been performed on the vehicle, the vehicle is

released from stop delivery and the vehicle can be delivered to the customer.

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

2013-2014 model year Chevrolet Caprice PPV and 2014 model year Chevrolet SS vehicles.

Some of these vehicles have a condition in which the wipers may become inoperative during

normal operation due to the wiper motor gear teeth stripping. With inoperative wipers, the

driver would no longer be able to clear rain or snow from the windshield, and visibility could be

reduced, potentially increasing the risk of a crash.

CORRECTION

Dealers are to inspect the wiper motor for the affected date range and replace as outlined

below.

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

Copyright 2014 General Motors. All Rights Reserved.
Page 2
July 2014
Bulletin No.: 14295
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.

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

follow-up necessary to complete this recall.

PART INFORMATION

Parts required to complete this recall are to be obtained from General Motors Customer Care

and Aftersales (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: Due to the small number of vehicles involved and due to limited initial parts

availability, dealers are encouraged not to order recall parts for use as shelf

stock. Parts should only be ordered when inspection determines that it is

necessary to replace the wiper motor.

Part Number

92273050
Description

Wiper Motor Assembly (w / trans)
Quantity/Vehicle

1 (if req’d)
WIPER MOTOR DATE CODE INSPECTION
3954010
NOTE: Examples of the wiper motor water shield locations for Caprice PPV (1) and Chevrolet

SS (2) are shown in the graphic above.

1. Open the hood and locate the windshield wiper motor water shield (shown circled).

Label and Date Code as Viewed on Chevrolet SS
Page 3
July 2014
Bulletin No.: 14295
3951870
Label and Date Code as Viewed on Chevrolet Caprice PPV
3951875
2. Reposition the water shield. Use a flashlight and inspection mirror (1) to view the
Page 4
July 2014
Bulletin No.: 14295
underside of the wiper motor (2). Inspect the date code on the wiper motor label.

NOTE: The number shown in the example above - 1301300 = January 30, 2013. The

numbers are shown back to front in the mirror.
3954135
The affected date range is between JANUARY 15, 2013 and AUGUST 05, 2013; so the

corresponding date codes will be anywhere within the 130115 to 130805 number

range.

NOTE: There are two different labels that may be affixed to the wiper motors. To identify

how to read the date codes, follow the examples shown below.
3951880
Example (1): The date is the first six digits in the top corner of the label. The date on the

motor in this example is 130608, which is June 08, 2013 (AFFECTED).
Page 5
July 2014
Bulletin No.: 14295
Example (2): The date is part of the barcode number and starts from the sixth digit. The

date on the motor in this example is 110108, which is January 08, 2011

(NOT AFFECTED).

3. Upon inspection of the wiper motor label:


If the date is within the timeframe from JANUARY 15, 2013 to AUGUST 05,

2013, the wiper motor DOES contain the failure issue and you should move

directly to the Service Procedure below.

If the date DOES NOT fall within the dates shown above, no further action is

required. Reposition the wiper motor water shield and close the hood.
SERVICE PROCEDURE
3951883
1. Remove the windshield wiper motor assembly (1). Refer to the appropriate Windshield

Wiper Motor Replacement or Windshield Wiper System Module Replacement in SI.

2. Install the new windshield wiper motor assembly. Refer to Windshield Wiper Motor

Replacement or Windshield Wiper System Module Replacement in SI.
CUSTOMER REIMBURSEMENT - For US

Customer requests for reimbursement of previously paid repairs for the recall condition are to

be submitted to the dealer by July 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.
Page 6
July 2014
Bulletin No.: 14295
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.

CUSTOMER REIMBURSEMENT - For Canada

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 July, 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.

FLOOR PLAN REIMBURSEMENT

Dealers in possession of vehicles included in the Stop Delivery are eligible for reimbursement

of floor plan expense upon completion of this recall. This reimbursement is limited to the

number of days from the Stop Delivery message to receipt of the recall parts and/or repair

procedures. Floor plan reimbursement beyond these dates is not allowed. The amount of

reimbursement should be charged as a net amount expense using the recall labor operation

provided.

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
Page 7
July 2014
Bulletin No.: 14295
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 / courtesy transportation /

floor plan transaction for approval, it must be submitted prior to the repair transaction.

Labor

Code

9100727

9100728

9100729

9100730

9100731
Description

Windshield Wiper Motor Date Code Inspection – No

Further Action Required

Windshield Wiper Motor Date Code Inspection and Wiper

Motor Replacement

Customer Reimbursement Approved

Customer Reimbursement Denied - For US dealers only

Floor Plan Reimbursement
Labor

Time

0.2
Net

Item

N/A
0.6
N/A
0.2

0.1

0.2
*

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.
**
The amount identified in “Net Item” should represent the product of the vehicle’s average

daily interest rate (see table below) multiplied by the actual number of days the vehicle

was in dealer inventory and not available for sale. This reimbursement is limited to the

number of days from the date of the stop delivery message June 26, 2014 to the date the

repair is completed and the vehicle is ready for sale up to a maximum of 42 days.

Vehicle
US

Reimbursement Amount
Canadian

Reimbursement Amount
Caprice PPV
$ 4.58
$ #.##
Chevrolet SS
$ 6.17
$ #.##
CUSTOMER NOTIFICATION – For US and Canada

General Motors will notify customers of this recall on their vehicle.

DEALER RECALL RESPONSIBILITY – For US and Export (US States, Territories,

and Possessions)
Page 8
July 2014
Bulletin No.: 14295
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. A copy of the customer letter is provided in this bulletin for your use in contacting

customers. 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
July 2014
Bulletin No.: 14295
IMPORTANT SAFETY RECALL

July 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

2014 model year Chevrolet SS and 2013-2014 Chevrolet Caprice PPV 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 2014 model year Chevrolet SS and 20132014 Chevrolet Caprice PPV vehicle.

Your vehicle is involved in GM safety recall 14295.

Schedule an appointment with your Chevrolet dealer.

This service will be performed for you at no charge.
Why is your

vehicle being

recalled?
Your vehicle may have a condition in which the wipers may become

inoperative during normal operation due to the wiper motor gear

teeth stripping. With inoperative wipers, the driver would no longer

be able to clear rain or snow from the windshield and visibility could

be reduced, potentially increasing the risk of a crash.
What will we

do?
Your Chevrolet dealer will inspect the wiper motor and if it is found

to be part of the affected population, your dealer will replace the

motor. 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 time of

approximately 45 minutes.
What should

you do?
You should contact your Chevrolet dealer to arrange a service

appointment as soon as possible.
Did you already

pay for this

repair?
Even though you may have already your vehicle repaired 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 recall

condition, 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,
Page 10
July 2014
Bulletin No.: 14295
Detroit, MI 48232-5170. The completed form and required

documents must be presented to your dealer or received by the

Reimbursement Department by July 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 Chevrolet Customer Assistance Center

at 1-800-222-1020 (TTY 1-800-833-2438).
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 14V375.

Federal regulation requires that any vehicle lessor receiving this recall notice must forward a

copy of this notice to the lessee within ten days.
Jim Moloney

General Director,

Customer and Relationship Services
GM Recall #14295

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