#18039: Customer Satisfaction Program – Customers Double Charged for Cross Rails – (Feb 21, 2018)
|Subject:||Customers Double Charged for Cross Rails|
|Models:||2018 Chevrolet Traverse|
|Reference Number:||N182148010||Release Date:||February 2018|
|Attention:||This program is in effect until February 29, 2020.|
|Chevrolet||Traverse||2018||2018||PCX||“Hit the Road” Package|
Involved vehicles are marked “open” on the Investigate Vehicle History screen in GM Global Warranty Management system. This site should always be checked to confirm vehicle involvement prior to beginning any required inspections and/or repairs.
|Condition||Certain 2018 model year Chevrolet Traverse vehicles, equipped with the Hit the Road package (RPO PCX) may have a condition in which a double charge was applied for the optional roof rack cross rails at the time of vehicle purchase.|
|Correction||Provide the customer with a reimbursement check in the amount of $325.|
No parts are required for this issue.
|Labor Code||Description||Labor Time||Trans. Type||Net Item|
|9103634||Customer Reimbursement Check Issued||N/A||ZFAT||*|
* Submit the dollar amount reimbursed to the Customer in Net/Reimbursement. The amount identified in Net Item is the $325 dealer check issued to a customer. Record the check number in the Invoice Number field. Record the VIN on the check. Submit $20.00 administrative allowance in Net/Admin Allowance.
Issue the customer a reimbursement check in the amount of $325. Record the check number in the Invoice Number field and record the VIN on the check.
All new, used, GM Certified Used, courtesy transportation vehicles, dealer shuttle vehicles, etc. in dealers’ possession and subject to this program 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 Used vehicles currently in the dealers’ inventory within the Certified Pre-Owned Inventory System (CPOIS) 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 CPOIS system, or once again be used in the CTP 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 February 29, 2020. 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 February 29, 2020. You must take the steps necessary to be sure the program correction has been made before selling or releasing the vehicle.
For dealers with involved vehicles, a listing with involved vehicles has been prepared and will be provided to U.S. and Canadian dealers through the GM GlobalConnect Recall Reports, or sent directly to export dealers. 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.
USA & Canada – General Motors will notify customers of this recall on their vehicle (see copy of customer letter included with this bulletin).
This notice applies to your vehicle, VIN:______________________________
Dear General Motors Customer:
We have learned that your 2018 model year Chevrolet Traverse equipped with the Hit the Road package, may have a condition in which a double charge was applied for the optional roof rack cross rails at the time of vehicle purchase.
Your satisfaction with your [vehicle name] 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 provide you with a reimbursement check in the amount of $325. This reimbursement is available to you until February 29, 2020.
What You Should Do: To limit any possible inconvenience, we recommend that you contact your dealer as soon as possible to begin the reimbursement process.
If you have any questions or need any assistance, just contact your dealer or the appropriate Customer Assistance Center at the number listed below.
|Division||Number||Text Telephones (TTY)|
|Puerto Rico – English||1-800-496-9992|
|Puerto Rico – Español||1-800-496-9993|
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 [or if only one model involved, list name] provides you many miles of enjoyable driving.
Terry M. Inch
Global Connected Customer Experience