Campaign CUE System Software Updates: Overview
CUSTOMER SATISFACTIONBulletin No.: 12293
Date: February 21, 2013
Subject: 12293 CUE System Update
Models:
2013 Cadillac ATS, SRX, XTS
Letters will be mailed to involved customers in phases.
*******THIS PROGRAM IS IN EFFECT UNTIL MARCH 31, 2015.*******
Condition
Software updates for the CUE system are available for certain 2013 model year Cadillac ATS, SRX, and XTS vehicles. These updates will enhance the customer experience with the human machine interface (HMI) radio, including Phone/Bluetooth Pairing, Media Player, internal/external resets, rear camera, and map database.
Correction
Dealers are to update the software for the CUE system and the navigation map database for the HMI radio.
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 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
The service procedure contained in this bulletin will require the use of a USB stick. Two USB sticks were shipped together in a zip lock bag to Cadillac dealers beginning February 20, 2013, via FedEx (US and Canada), or will be sent by the local GM Aftersales Department as soon as received (Export).
- The BLACK USB stick is for use on vehicles WITH a navigation system.
- The SILVER USB stick is for use on vehicles WITHOUT a navigation system.
US and Canada: All Cadillac dealers should receive the USB sticks no later than Wednesday, February 27, 2013. These USB sticks will update all involved vehicles. DO NOT GIVE THE USB STICKS TO THE CUSTOMER. Do not order the USB sticks from GMCC&A or the GM Nav Disc Center. If you have not received your USB sticks by February 27, 2013, and you have involved vehicles, the USB sticks can be obtained from the Warranty Parts Center (WPC) using the Parts Request Form found at the back of this bulletin.
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.
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 March 31, 2015.
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 March 15, 2015, you must take the steps necessary to be sure the program correction has been made before selling or releasing the vehicle.
After the CUE update, all settings will revert back to the factory setting. All settings underlined are the factory settings. If the customer's selection is equal to the factory setting, it is not necessary to reset that setting after the update.
Special Note:
This form is not intended to be all encompassing; Dealership personnel will help reset the following items when the vehicle is re-delivered to the customer:
-Memory Seat Settings
-Individual Remote/Key Fob settings
-Mirror Pre-sets
-Repair Blue-tooth devices (Note: When re-pairing the phone for the customer, the previously paired ("CUE-paired") device must be removed from the phone)
IMPORTANT NOTE WHEN PRINTING THIS FORM: If the form prints out on two pages, make certain you fax both pages so the WPC receives the needed information. Missing information will delay or prevent the part from being shipped.
Part Request Form - Warranty Parts Center
Disclaimer