GENERAL MOTORS
DCS7277
URGENT - DISTRIBUTE IMMEDIATELY
Date:

July 23, 2025

Subject: N252511440 - Customer Satisfaction Program
3rd Row Head Restraints
Models: 2026 Cadillac VISTIQ

General Motors is releasing Customer Satisfaction Program N252511440
today.
What Should Dealers Do: Dealers should review IVH or the Dealer Maxis reports
for open VINs in their inventory. Dealers can view the attached bulletin and it
will also be displayed in Service Information tomorrow.
The Stock VIN list of vehicles in dealer inventory is attached to this message.
Note: this list is only accurate at the time of report creation and all VINs should
be validated in IVH prior to repair.
For dealers with involved vehicles, a listing has been prepared and will be
available through GM Global Connect Maxis Field Action Reports or GWM Field
Action Batch Search Report. 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.
END OF MESSAGE

Customer Satisfaction Program
N252511440 3rd Row Head Restraints
Release Date:
Attention:

July 2025

Revision:

00

For EV Involved Vehicles: The repairs outlined in this bulletin must only be completed at an authorized
EV dealer and repairs must be performed by a technician who has successfully completed the
applicable technical training required to perform this repair.
Investigate Vehicle History (IVH) in the GM Global Warranty Management system MUST always
be checked to confirm vehicle involvement and MUST be in OPEN status prior to beginning any
required inspections and/or repairs. DO NOT use Service Information with VIN search, as it will
not verify the VIN eligibility for field actions.
This program is in effect until August 31, 2027.
Model Year

Make
Cadillac

Model

From
2026

VISTIQ

To
2026

Investigate Vehicle History (IVH) in the GM Global Warranty Management system MUST always be checked to confirm
vehicle involvement and MUST be in OPEN status prior to beginning any required inspections and/or repairs. DO NOT
use Service Information with VIN search, as it will not verify the VIN eligibility for field actions.
Condition
Correction

Certain vehicles listed above may have a condition in which the 3rd row head restraints may not lock in
the upright position, or may not release from the upright position.
Dealers will inspect, and if necessary, replace the 3rd row head restraints.

Parts
Quantity
2 (As
Req’d)

Part Name

Part No.
*

3rd Row Head Restraint

Note: * Use the VIN and the GM Electronic Parts Catalog (EPC) to determine which 3rd Row Head Restraints to order.
Reminder: Parts may be removed from SPRINT and Retail Inventory Management (RIM) and be non-returnable. Dealers
should review the affected parts to confirm RIM managed status. Parts may have quantity limiters in effect. There are a
small number of vehicles anticipated that will need this fix. Due to the limited initial parts availability, dealers are
encouraged not to order these parts for use as shelf stock.
Warranty Information
Labor
Operation
9107983
9107984

Description
Inspect Only – No Further Action Required
To Replace 3rd Row Head Restraints (Includes Inspection)

Labor
Time
0.2
1.0

Trans.
Type
ZFAT
ZFAT

Net
Item
N/A
N/A

Service Procedure
Note: If the vehicle arrives with a broken head restraint, immediately proceed to replacement of both 3rd row head
restraints.
Note: If the seat will not move when commanded, verify the actuator can be heard or felt through the seatback. If the
actuator is inoperative, it is not related to this field action.
1.

Actuate the left and right 3rd row folding seats through their entire range. Ensure no objects block the seats during
travel.

2.

Verify the head restraints easily lock back into the upright position, and automatically drop when the seat is folded.
No excessive force or additional attempts to lock should be required.

3.

Perform steps 1 and 2 three times or until the head restraint fails to operate as designed.

4.

•

If either head restraint fails to lock in the upright position or will not release from the locked position, replace
BOTH 3rd row head restraints. Refer to 3rd Row Seat Head Restraint Replacement in SI.

•

If both 3rd row head restraints perform as designed, no further action is required.

If the 3rd row head restraints were replaced, verify they now perform as designed.

Page 1 of 3

Customer Satisfaction Program
N252511440 3rd Row Head Restraints
Dealer Responsibility
All new, used, GM Certified Pre-Owned (CPO), courtesy transportation vehicles, dealer shuttle vehicles, CarBravo, etc.
in dealers' possession and subject to this field action 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, dealer-traded, released to auction, used for demonstration, or any other purpose.
All GM Certified Pre-Owned (CPO) vehicles currently in the dealers’ inventory within the SHIFT Digital system 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 SHIFT Digital system, or once again be used in the Courtesy Transportation Program.
Dealers are to service all vehicles subject to this program at no charge to customers, regardless of mileage, age of vehicle,
or ownership, through the end date as noted in the Attention box. 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 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 program enters your vehicle inventory or is in your facility for service
through the end date as noted in the Attention box, 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
For dealers with involved vehicles, a listing has been prepared and will be available through GM Global Connect Maxis
Field Action Reports or GWM Field Action Batch Search Report. 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
USA - For repairs covered under this Field Action, Courtesy Transportation can be made available ONLY if the
customer/vehicle qualify for Courtesy Transportation per Bulletin 07-00-89-037.
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. Refer to the most current Home Office Letter (YYYY-604) on the Courtesy
Transportation Program for details.
Customer Notification
USA & Canada - General Motors will notify customers of this program on their vehicle (see copy of sample 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
N252511440 3rd Row Head Restraints

This notice applies to your vehicle, VIN: ________________________________
Dear General Motors Customer:
We have learned that your GM vehicle may have a condition in which the 3rd row head restraints may not lock in the
upright position, or may not release from the upright position.
Your satisfaction with your vehicle 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 inspect, and if necessary, replace the 3rd row head restraints. This service will
be performed for you at no charge until August 31, 2027. 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. By scheduling an appointment, your dealer can ensure that the
necessary parts will be available on your scheduled appointment date. When scheduling your appointment, confirm
with the dealer that they are an EV certified dealer.
You may schedule your vehicle for repair using the QR code below. For more information about your vehicle, or if you
have questions or concerns that your dealer is unable to resolve, please visit gm.com/service, or call the Buick,
Chevrolet or GMC Customer Assistance Center at 1-866-467-9700. For Cadillac, please call 1-800-333-4223.
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.
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
Scan here to
locate a dealer.

N252511440

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