Customer Satisfaction - Engine Crankshaft Misbuild - Replace Engine

THIS CAMPAIGN BULLETIN ADDRESSES VEHICLES IN DEALER INVENTORY AND VEHICLES DELIVERED TO CUSTOMERS. VEHICLES THAT PASS THE INSPECTION PROCEDURE WILL BE RELEASED FROM THE STOP DELIVERY ISSUED JANUARY, 2001 TO U.S. DEALERS VIA DCS MESSAGES WIS20010001 THROUGH WIS20010005 AND VIA E-MAIL TO CANADIAN DEALERS. DEALER INVENTORY AND CUSTOMER VEHICLES THAT DO NOT PASS THE INSPECTION HAVE SPECIAL INSTRUCTIONS. SEE THE SERVICE PROCEDURE FOR DETAILS.

General Motors has decided that certain 2001 Cadillac DeVille, Seville and Eldorado model vehicles, equipped with 4.6L (RPO LD8 - VIN Code Y; RPO L37 - VIN Code 9) engine, may exhibit a condition in which the engine crankshaft micro finish on the #1 pin and #5 main bearing may cause wear damage to the crankshaft, which can cause an engine knock noise and possible catastrophic damage to the engine.

Depending on the customer-assigned VIN, dealers are to inspect the Engine Unit Number (EUN) for a certain suspect range, to ship certain vehicles back to GM, and, in certain cases, replace the engine in those vehicles within the suspect EUN range.

Involved are certain 2001 Cadillac DeVille, Seville and Eldorado model vehicles, equipped with 4.6L (RPO LD8 - VIN Code Y; RPO L37 - VIN Code 9) engine and built within these VIN breakpoints:

Important: Dealers should confirm vehicle eligibility through GMVIS (GM Vehicle Inquiry System) or GM Access Screen (Canada only) or DCS Screen 445 (IPC only) prior to beginning campaign repairs. [Not all vehicles within the above breakpoints may be involved.]

The following list shows the dealers of record and vehicles involved in this campaign.

Involved vehicles have been identified by Vehicle Identification Number. Computer listings containing the complete Vehicle Identification Number, customer name and address data have been prepared, and are being furnished to involved dealers with the campaign bulletin. The customer name and address data furnished will enable dealers to follow up with customers involved in this campaign. Any dealer not receiving a computer listing with the campaign bulletin has no involved vehicles currently assigned.

These dealer listings may contain customer names and addresses obtained from Motor Vehicle Registration Records. The use of such motor vehicle registration data for any other purpose is a violation of law in several states/provinces/countries. Accordingly, you are urged to limit the use of this listing to the follow-up necessary to complete this campaign.

Parts required to complete this campaign are to be obtained from General Motors Service Parts Operations (GMSPO). Please refer to your "involved vehicles listing" before ordering requirements. 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.

Important: Parts should only be ordered when certain VINs and inspection determines that it is necessary to replace the engine. The VIN and qualifying EUN should be documented. Any orders for engines with unqualified EUNs will be subject to debit.

Engine EUN Inspection Procedure

1. Open the vehicle hood and stand by the passenger side front fender to locate the Engine Traceability Label on the front face of the right engine cam cover (your left side) to determine if the Engine Unit Number (EUN) is within the suspect engine range. The EUN is displayed on the label as (* 10K?B L208XXXXX *). The suspect EUN range is 20827837 through 20830052. These 8-digit numbers are unique. Any engine falling within the suspect 8-digit EUN range should be held, regardless of the characters and broadcast codes on the trace label that precede these 8 numbers.
2. If the EUN is not within the suspect range, install the GM Campaign Identification Label and follow one of the next two steps.

•

If the vehicle is assigned to Enterprise, tape a copy of the "Vehicle Not For Sale" flyer (found before the owner letter in this bulletin) in the middle of the windshield on the inside, facing out, and refer to Vehicle Shipping Instructions. Indicate on the flyer that the vehicle passed EUN inspection.

•	If the vehicle is assigned to all other owners, return the vehicle to the owner.

3. If the EUN is within the suspect range, follow one of the next two steps:

•

If the vehicle is assigned to Enterprise, Avis, Alamo or National rental or part of dealer stock, tape of a copy of the "Vehicle Not For Sale" flyer (found before the owner letter in this bulletin) in the middle of the windshield on the inside, facing out, and refer to Vehicle Shipping Instructions. Indicate on the flyer that the vehicle did not pass EUN inspection.

•	If the vehicle is owned by a retail customer or is fleet leased, proceed to Engine Replacement Procedure.

Vehicle Shipping Instructions

Call the Dealer Business Center (DBC) at 1-888-414-6322, prompt 3, to report that you have a vehicle affected by Campaign #01012. Please provide the following information:

Campaign #01012

VIN

Mileage

Pass EUN Inspection? Yes/No

Order Number

Vehicle's Physical Location/Dealership Name

Dealer Code

Address

City/State

Telephone Number

Hours of Pick-up

Contact Person

Alternate Contact Person

Courtesy Delivery Customer Name

Enterprise Contact Person (if applicable)

Enterprise Contact Phone (if applicable)

Lien Holder

Name on Title (if applicable)

Dealership B.A.C.

Usage Charge

Repurchase Amount (if applicable)

Send title and/or MSO to:

GM RVDC

3331 W. Big Beaver Road

Troy, MI 48084

For parcel delivery call: 1-888-567-3234

Engine Replacement Procedure

Important: On retail-owned and fleet leased vehicles, the customer must be offered the option of trading the vehicle in on a new, comparable vehicle from dealer inventory or from a new vehicle order within 30 days of the repair, but no later than May 31, 2001. Replaced vehicles will be administered through the Area Service Manager.

Ordering Engines Through GMSPO:

Use one of the two engine part numbers listed in the Parts Table to order an engine from GMSPO.

Important: These engines have higher component content and do not require as many component transfers as a Goodwrench engine. These differences are reflected in the listed campaign labor times.

Important: Because the accelerator control cable is new, the accelerator control cable does not require replacement. After engine replacement, verify that the throttle system operates freely and that the throttle system returns immediately to idle.

Important: The six (6) body to frame bolts can be reused. Reinstall the original undamaged bolts.

Important: Please take special care when opening the engine crate as this crate will be used to return engines.

1. Refer to the appropriate Service Manual and replace the engine assembly.
2. Recheck all fluid levels.
3. Install the GM Campaign Identification Label.

U.S. Dealers: Replaced Engine Shipping Procedure:

1. Drain all the fluids from the replaced engine.
2. Reuse the shipping crate to package the replaced engine.
3. Address the crated engine to: Quality Plus, Inc., Building #315, Airport Industrial Drive, Ypsilanti, MI 48198, Attn: Jeff Mason
4. Call Fed Ex at 1-800-859-0332 and use Premium Transportation Authorization (PTA) numberB90101010 to arrange collect shipment of returned engine with the following information:

Crate Dimensions: Length: 31"

Width: 42"

Height: 37"

Weight: LD8: 497 lb / L37: 450 lb

Pieces: 1

Shipping Address: See Above

Canadian Dealers: Replaced Engine Shipping Procedure:

Take special care when opening the engine crate as this crate will be re-used to return the engine to the PDC.

Dealers are to return the replaced engine, along with a copy of the work order showing the VIN and campaign number 01012, to their closest Parts Distribution Centre.

For U.S. Only: Use the following Dealer Guide to handle Engine/Customer Vehicle Replacement Procedure for Customer and Dealer Inventory Vehicles.

For Canada: No vehicles delivered to customers at time of stop delivery notification -- January 18, 2001.

NOTE: THIS DOCUMENT IS INTENDED AS A DISCUSSION GUIDE BETWEEN THE DEALER AND THE OWNER ONCE A VEHICLE HAS BEEN INSPECTED AND DETERMINED TO EXHIBIT THE CONDITION

We have inspected your vehicle's engine and determined that the engine will be replaced. You have these choices:

Your complete satisfaction with your 2001 Cadillac DeVille, Seville or Eldorado is important to us and we encourage you to choose the option that is most convenient for you. These options will only be available to customers who have the engine replacement completed and who advise their dealer of their choice within 30 days, but no later than May 31, 2001, of their engine replacement date.

GMPP Major Guard/SmartCare Processing -- Engine Replacements Only

1. Fill out the Contract Registration for GMPP Major Guard or SmartCare, to be owned by the customer. These plans are only available within 12 months of the date of vehicle purchase or lease. Submit the Contract Registration to National Mechanical Service Center at P.O. Box 6885 Chicago, IL 60680-6855, Attention: James Christner, noting that you have a customer whose vehicle has had the engine replaced on campaign 01012 and that you need to provide GMPP Major Guard or SmartCare coverage. When completing the application use the special code 299124 in the dealer code field instead of the dealer code. If customer's vehicle usage is defined as "commercial multi-driver" by GMPP you must select the appropriate plan coverage. The GMPP will be 60 months / 60,000 mile Major Guard with no deductible. SmartCare will be for the term of the vehicle lease. For Cadillac Incomplete Models, VIN's from 1U550539 - 1U550609, ONLY, the GMPP SmartCare Plan is available.
2. There will be no charge to dealers or customers for these plans.
3. 1) The customer will receive a GMPP Major Guard or SmartCare Customer Agreement in the mail.

Important: In the event a customer purchased a GMPP Major Guard, Custom or Powertrain Service Contract at the time of new vehicle sale, or SmartCare Maintenance Contract at the time of new vehicle lease, CAC will assist in processing a refund of the customer's purchase price for the respective plan while the customer retains plan coverage on the vehicle. If the customer's original purchase included purchase of a non GMPP plan, please review this issue with the CAC.

Retail Customer and Fleet Leased Vehicle Repurchases -- For U.S.

If a customer chooses to have a vehicle repurchased and replaced by a vehicle in dealer stock or from a new order:

1. Contact the Dealer Business Center (DBC) at 1-888-414-6322, prompt 3. This phone is intended for dealer use only. Advise DBC that you have a customer with a vehicle affected by Campaign #01012. The DBC will provide a file number if it has not been previously established.
2. Replacement vehicles can be comparable units currently in dealer inventory or a new vehicle order, and transactions should occur without usage, licensing or sales tax charges to the customer. Minor vehicle specification differences, representing $500 or less difference in MSRP, should be reviewed with DBC to determine appropriate adjustment. Replacement vehicles will be repurchased from the dealer at the 231 level.
3. As needed, the DBC will help coordinate vehicle repurchase arrangements for titled vehicles, or credit/rebill arrangements for untitled vehicles (still have MSO).

For US and IPC

Place a Campaign Identification Label on each vehicle corrected in accordance with the instructions outlined in this Product Campaign Bulletin. Each label provides a space to include the campaign number and the five (5) digit dealer code of the dealer performing the campaign service. This information may be inserted with a typewriter or a ball point pen.

Put the Campaign Identification Label on a clean and dry surface of the radiator core support in an area that will be visible to people servicing the vehicle. When installing the Campaign Identification Label, be sure to pull the tab to allow the adhesion of the clear protective covering. Additional Campaign Identification Labels for US dealers can be obtained from Dealer Support Materials by calling 1-888-549-6152 (Monday-Friday, 8:00 am to 5:00 pm EST). Ask for Item Number S-1015 when ordering.

Additional Campaign Identification Labels for IPC dealers can be obtained from your Regional Marketing Office.

For Canada

Place a Campaign Identification Label on each vehicle corrected in accordance with the instructions outlined in this Product Campaign Bulletin. Each label provides a space to include the campaign number and the five (5) digit dealer code of the dealer performing the campaign service. This information may be inserted with a typewriter or a ball point pen.

Put the Campaign Identification Label on a clean and dry surface of the radiator core support in an area that will be visible to people servicing the vehicle. Additional Campaign Identification Labels for Canadian dealers can be obtained from DGN by calling 1-800-668-5539 (Monday-Friday, 8:00 am to 5:00 pm EST). Ask for Item Number GMP91 when ordering.

Submit a Product Campaign Claim with the information indicated below.

Refer to the General Motors WINS Claim Processing Manual for details on Product Campaign Claim Submission.

Dealers in possession of vehicles included in the Stop Delivery are eligible for reimbursement of floor plan expense. This reimbursement is limited to the amount listed. The amount of reimbursement should be charged as a "Net Item" amount expense using the campaign labor operation provided.

For US and Canada

Customers will be notified of this campaign on their vehicles by General Motors (see copy of customer letter included with this bulletin).

For IPC

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 suggested dealer letter.

All unsold new vehicles in dealers' possession and subject to this campaign MUST be held and inspected/repaired per the service procedure of this campaign bulletin BEFORE customers take possession of these vehicles.

Dealers are to service all vehicles subject to this campaign at no charge to customers, regardless of mileage, age of vehicle, or ownership, from this time forward.

Customers who have recently purchased vehicles sold from your vehicle inventory, and for which there is no customer information indicated on the dealer 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. This could be done by mailing to such customers a copy of the customer letter accompanying this bulletin. Campaign 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 campaign enters your vehicle inventory, or is in your dealership for service in the future, you must take the steps necessary to be sure the campaign correction has been made before selling or releasing the vehicle.

Dear Cadillac Customer:

We want your experience owning your 2001 Cadillac DeVille, Seville or Eldorado to be better than any other you've had ... which is why we're writing.

This notice is sent to inform you that General Motors is conducting a customer satisfaction recall campaign that includes your vehicle.

We have learned that your 2001 Cadillac DeVille, Seville or Eldorado may have a misbuilt engine crankshaft, which can cause an engine knock noise and possible catastrophic damage to the engine.

To prevent the possibility of this condition occurring, your dealer will inspect your vehicle for a certain engine unit number and, if necessary, replace the engine. This service will be performed for you at no charge .

If the inspection shows the engine in your Cadillac has this problem, General Motors will do the following:

Your complete satisfaction with your 2001 Cadillac DeVille, Seville or Eldorado is important to us and we encourage you to choose the option that is most convenient for you. These options will only be available to customers who have the engine replacement completed and who advise their dealer of their choice within 30 days, but no later than May 31, 2001, of their engine replacement date.

We recommend that you contact your Cadillac dealer to arrange a service date. Instructions for making this correction have been sent to your dealer. Please ask your dealer if you wish to know how much time will be needed to schedule, process and repair your vehicle.

If you have any questions or need any assistance, just contact your dealer or the appropriate Customer Assistance Center at the number listed below:

The attached customer reply card identifies your vehicle. Presentation of this card to your dealer will assist in making the necessary correction in the shortest possible time. If you no longer own this vehicle, please let us know by completing the reply card and returning it to us in the postage paid envelope. Presenting the attached card to your dealer will assist in making the necessary correction in the shortest possible time. If you no longer own this vehicle, please check the appropriate box and provide new owner information, if available.

We sincerely regret any inconvenience this causes you. Also, we want you to know that we will continue to do everything we can to ensure that you are completely satisfied with your DeVille, Seville or Eldorado and with Cadillac.

Cadillac Motor Vehicle Division

General Motors Corporation

Enclosure