Campaign - Ignition Lock Cylinder Binding: Overview
CUSTOMER SATISFACTIONBulletin No.: 10256
Date: December 14, 2010
Subject: 10256 - Ignition Lock Cylinder Binding - Replace Ignition Lock Cylinder
Models:
2008-2009 Cadillac CTS without Easy Key
2009 Chevrolet Cobalt
2009 Pontiac G5
Due to part availability, customer involved in this program will be contacted in phases.
**********THIS PROGRAM IS IN EFFECT UNTIL JANUARY 31, 2013.**********
Condition
Certain 2008 and 2009 model year Cadillac CTS vehicles without Easy Key feature, and 2009 model year Chevrolet Cobalt and Pontiac G5 vehicles may develop a binding condition between the ignition lock cylinder and the housing. If this occurs, the driver may not be able to remove the key from the ignition. If the vehicle is running, the driver may not be able to turn the vehicle off.
Correction
Dealers are to replace the ignition lock cylinder.
Vehicles Involved
Involved are certain 2008 and 2009 model year Cadillac CTS vehicles without Easy Key feature, and 2009 model year Chevrolet Cobalt and Pontiac G5 vehicles.
All involved vehicles are identified by VIN in the Global Warranty Management System - Investigate Vehicle History (GMVIS2) Application. Dealership technicians should always check this site to confirm vehicle involvement prior to beginning any required inspections and/or repairs. It is essential to routinely 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 program 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 program.
Parts Information
Parts required to complete this program 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.
Service Procedure
1. Remove the ignition lock cylinder. Refer to Ignition Lock Cylinder Replacement in SI.
Note
For ignition lock cylinder assembly and coding, use the instructions provided with the new cylinder. Refer to Corporate Bulletin 10-00-89-009 (USA) or 10-00-89-010 (Canada) for key code security guidelines and key code access information. GMODC locations should contact their local TAC. To properly seat the new ignition lock cylinder into the housing, the key must be inserted and turned to the RUN position.
2. Install a new ignition lock cylinder. Refer to Ignition Lock Cylinder Replacement in SI.
Customer Reimbursement - For US
All customer requests for reimbursement for previous repairs for the condition will be handled by the Customer Assistance Center, not by dealers.
A General Motors Customer Reimbursement Procedure and Claim Form is included with the customer letter.
Important
(For GM Only) Refer to the GM Service Policies and Procedures Manual, section 6.1.12, for specific procedures regarding customer reimbursement and the form.
Customer Reimbursement - For Canada and Export
Customer requests for reimbursement for previous repairs for the condition are to be submitted to the dealers by January 31, 2012.
All reasonable customer paid receipts should be considered for reimbursement. The amount to be reimbursed will be limited to the amount the repair would have cost if completed by an authorized General Motors dealer.
When a customer requests reimbursement, they must provide the following:
- Proof of ownership at time of repair.
- Original paid receipt confirming the amount of repair expense(s) that were not reimbursed, a description of the repair, and the person or entity performing the repair.
Claims for customer reimbursement on previously paid repairs are to be submitted as required by GWM.
Important
Refer to the GM Service Policies and Procedures Manual, section 6.1.12, for specific procedures regarding customer reimbursement verification.
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.
* The amount identified in "Net Item" should represent the dollar amount reimbursed to the customer.
Customer Notification - For US and Canada
General Motors will notify customers of this program on their vehicle (see copy of customer letter included with this bulletin).
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. For owners outside these areas, dealers should notify customers using the attached sample letter.
Dealer Program Responsibility
All unsold new vehicles in dealers' possession and subject to this program must be held and inspected/repaired per the service procedure of this program bulletin before customers take possession of these vehicles.
Dealers are to service all vehicles subject to this program at no charge to customers, regardless of mileage, age of vehicle, or ownership, through January 31, 2013.
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 January 31, 2013, you must take the steps necessary to be sure the program correction has been made before selling or releasing the vehicle.
Disclaimer