Campaign - Low Beam Headlamp Inoperative: Overview
CUSTOMER SATISFACTIONBulletin No.: 11055
Date: December 05, 2011
Subject: --11055 Low Beam Headlamp Inoperative Replace Connector
Models:
2008-2010 Cadillac CTS
2010 Cadillac SRX
2007-2010 GMC Acadia
2007-2010 Saturn OUTLOOK
Equipped with Halogen Headlamps
**********THIS PROGRAM IS IN EFFECT UNTIL DECEMBER 31, 2013.**********
Condition
Certain 2008-2010 model year Cadillac CTS; 2010 model year Cadillac SRX; and 2007-2010 model year GMC Acadia and Saturn OUTLOOK vehicles equipped with halogen headlamps may have a condition in which the headlamp connector may lose electrical contact with the low beam headlamp bulb. This condition could cause the headlamp and/or daytime running lamp to work intermittently. This condition does not affect the high beam headlamps.
Correction
Dealers are to replace the headlamp connectors and low beam headlamp bulbs.
Vehicles Involved
Involved are certain 2008-2010 model year Cadillac CTS; 2010 model year Cadillac SRX; and 2007-2010 model year GMC Acadia and Saturn OUTLOOK vehicles equipped with halogen headlamps. Dealers are to confirm vehicle eligibility prior to beginning repairs by using the Required Field Actions section in the Global Warranty Management system. Not all vehicles may be involved.
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.
Customer Reimbursement - For US
Customer requests for reimbursement of previously paid repairs for the recall condition are to be submitted to the dealer by December 31, 2012, unless otherwise specified by state law. If this is not convenient for the customer, they may mail the completed form and all required documents to the GM Customer Assistance Center.
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:
- 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
If a reimbursement request is denied, dealers MUST provide the customer with an explanation, in writing, as to why the request was denied. GM expects all reimbursement requests to be approved or denied within 30 days of receipt. If the denial was due to missing documents, the customer can resubmit when the missing documents are obtained, as long as it is still within the allowed reimbursement period.
Claims for customer reimbursement on previously paid repairs are to be submitted as required by GWM.
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 December 31, 2012.
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.
If the work was done by someone other than a GM dealership, the amount of reimbursement will be limited to the amount that the repair would have cost GM to have it completed by a GM dealership.
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 December 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 December 31, 2013, you must take the steps necessary to be sure the program correction has been made before selling or releasing the vehicle.
Disclaimer