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#10256: Customer Satisfaction - Ignition Lock Cylinder-Replace Ignition Lock Cylinder - (Dec 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.**********
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.
Dealers are to replace the ignition lock cylinder.
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 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.
Cylinder Kit, Ign Lk
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.
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.
Install New Ignition Lock Cylinder
Customer Reimbursement (not for use by US dealers)
* 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.
Dear General Motors Customer:
We have learned that your 2008 or 2009 model year Cadillac CTS vehicle or your 2009 model year Chevrolet Cobalt or Pontiac G5 vehicle may develop a binding condition between the ignition lock cylinder and the housing. If this occurs, you may not be able to remove the key from the ignition. If the vehicle is running, you may not be able to turn the vehicle off.
Your satisfaction with your 2008 or 2009 model year Cadillac CTS vehicle, or 2009 model year Chevrolet Cobalt or Pontiac G5 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 replace the ignition lock cylinder. This service will be performed for you at no charge until January 31, 2013 .
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. Reimbursement: The enclosed form explains what reimbursement is available and how to request reimbursement if you have paid for repairs for this condition. Your request for reimbursement, including the information and documents mentioned on the enclosed form, must be received by GM by January 31, 2012. Even though you may have already had this condition corrected, you will still need to take your vehicle to your dealer for additional repairs.
If you have any questions or need any assistance to better understand related repairs, please contact your dealer. If you have questions related to a potential reimbursement, please contact the appropriate Customer Assistance Center at the number listed below.
Text Telephones (TTY)
Puerto Rico - English
Puerto Rico - Espaņol
Courtesy Transportation: If your vehicle is within the New Vehicle Limited Warranty, your dealer may provide you with shuttle service or some other form of courtesy transportation while your vehicle is at the dealership for this repair. Please refer to your Owner Manual and your dealer for details on Courtesy Transportation.
We sincerely regret any inconvenience or concern that this situation may cause you. 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.
Customer and Relationship Services
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 equipment, tools, 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 GM dealer for information on whether your vehicle may benefit from the information.
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