For 1990-2009 cars

# Special Policy - Replacement of Cracked Cylinder Heads

Subject: | Replacement of Cracked Cylinder Heads

Models: | 1994-1996 Saturn S-Series Vehicles with Single Overhead Cam (SOHC) Engines (1994: RPO LKO, 1995-1996: RPO L24)

Attention: | All Saturn Retailers and Authorized Service Providers in the United States and Canada

### Condition

Certain Saturn vehicles equipped with 1.9L SOHC engines may develop a crack internal to the cylinder head. Early evidence of this would be abnormal discoloration within the coolant reservoir, and/or the engine may run hot.

### Special Policy Adjustment

This Special Policy provides cylinder head coverage for a period of six years from the date the vehicle was originally placed in service, or 100,000 miles (160,000 km), whichever occurs first. The policy covers both the original owner, and any subsequent owners for the six-year/100,000 mile (160,000 km) duration. The qualifying repairs will be made at no charge to the customer.

### Vehicles Involved

All 1994-1996 Saturn S-Series vehicles equipped with 1.9L SOHC engines.

### Parts Information

Parts required to perform a cylinder head replacement are to be obtained from Technical Information Bulletin 96-T-65B.

### Service Procedure

When replacement of the cylinder head is required, refer to the service procedure as outlined in Technical Information Bulletin 96-T-65B.

### Customer Notification

Customers will be notified of this special policy on their vehicles by Saturn Corporation via first class mail.

### Customer Reimbursement

Customers with claims for previously paid repairs to replace the cylinder head for the subject condition are requested to contact their Saturn Retailer or the Saturn Customer Assistance Center to arrange for reimbursement. Repairs must have been performed within six years of the date the vehicle was originally placed in service, or 100,000 miles (160,000 km), whichever occurs first. If the repair was performed at a non-Saturn facility, customers will need to provide the original paid receipt or invoice verifying the repair, and proof of ownership of the vehicle at the time of repair.

### Claim Information

1. Submit a special policy claim, regardless of whether the vehicle is within or beyond the published warranty period, with the information indicated below:

Repair Performed | Failed Part No.* | Case Type | Labor Op | Labor Hours
--- | --- | --- | --- | ---
Remove and Replace Cylinder Head and Clean Engine Coolant Passages | 21015109 (1994) | SP | Z4032 | 9.2
21015110 (1995)
21015111 (1996)
ADD: With A/C |  | 0.5
With Power Steering |  | 0.3

2. To receive credit for customer reimbursement or loaner/rental expenses, submit a special policy claim, regardless of whether the vehicle is within or beyond the published warranty period, with the information indicated below:

Service Performed | Case Type | Labor Op | Admin Hrs. | Net Item Amount | Net Item Code | # Days Rental
--- | --- | --- | --- | --- | --- | ---
Loaner Reimbursement | SP | Z4033 | N/A | ** | C | ****
Customer Reimbursement | SP | Z4034 | 0.2 | *** | R |

3. Retailers are empowered to use good judgement regarding loaner/rental cars. The Goodwill Worksheet (included in this bulletin) must be used to document loaner and customer reimbursement expenses. The completed Goodwill Worksheet must be attached to the hard copy of the CSO. Retailers are to make sufficient copies of the blank Goodwill Worksheet to document expenses.

4. Customer requests for reimbursement of previously paid repairs performed at a non-Saturn facility to replace the cylinder head must be accompanied by the original paid receipts/invoices verifying the repair, proof of payment, and proof of vehicle ownership at the time of the repair.

5. Check your Saturn SERVICELINE XL Claim Memorandum daily. Remember to code the claims as a WS sale type and SP case type. Contact your field representative if you need assistance.

6. All labor operations claimed in this bulletin must be submitted on individual (unrelated) CSO lines. Refer to the Customer Service Order Preparation Manual for details on claim submission.

* The parts allowance should be the sum total of the current SSPO Retailer net price plus 30% of all parts required for the repair.

** Net Item Amounts must be submitted as a miscellaneous sale...Loaner reimbursement not to exceed $30/day.

*** Customer requests for reimbursement of previously paid repairs to replace cylinder head.

**** Enter number of days vehicle was rented...Not to exceed two (2) days.

### 99-P-01 Goodwill Worksheet

As stated in the "Claim Information" section of this bulletin, Retailers are empowered to use good judgement regarding loaner/rental cars that might become necessary for customer satisfaction.

Complete this worksheet and attach it to the hard copy of the Customer Service Order (CSO) to document all special policy loaner/rental reimbursement claims submitted to Saturn.

VIN #____________________

A. Vehicle Loaner/Rental Allowance Explanation: $_________

__________________________________________________________

__________________________________________________________

__________________________________________________________

Repair Performed | Sale Type | Case Type | Labor Op | Net Item Code | # Days Rental
--- | --- | --- | --- | --- | ---
Loaner/Rental Reimbursement | WS | SP | Z4033 | C | *

* Not to exceed $30/day for 1 day

B. Customer Requests Reimbursement $_________

Explanation: (Attach original paid receipts/invoices verifying the repair, proof of payment, and proof of vehicle ownership at time of repair.)

__________________________________________________________

__________________________________________________________

__________________________________________________________

Repair Performed | Sale Type | Case Type | Labor Op | Net Item Code | # Days Rental
--- | --- | --- | --- | --- | ---
Customer Reimbursement | WS | SP | Z4034 | R | N/A

June, 1999

Dear Saturn Owner:

We are writing to let you know of a Special Policy relating to 1994 through 1996 Saturn vehicles equipped with a 1.9L Single Overhead Cam (SOHC) engines.

Certain Saturn vehicles equipped with 1.9L engines may develop a crack internal to the cylinder head. Early evidence of this would be abnormal discoloration within the coolant reservoir and/or the engine may run hot.

As a result, this Special Policy provides cylinder head coverage for a period of six years from the date the vehicle was originally placed in service, or 100,000 miles (160,000 km), whichever occurs first. The policy covers both the original owner, and any subsequent owners for the six-year/100,000 mile (160,000 km) duration. Please keep this letter with your other important glovebox literature for further reference.

This is not a recall campaign. At this time, it is not necessary to take your vehicle to your Saturn Retailer as a result of this letter. However, if you believe that your vehicle exhibits one of the conditions described above, please contact your Saturn Retailer for assistance.

If your vehicle should develop a cylinder head crack within six years or 100,000 miles (160,000 km), whichever comes first, Saturn will repair your vehicle at no charge. A Saturn Retailer must perform repairs qualifying for this special coverage, and the time needed to replace a cylinder head is approximately ten (10) hours. Due to scheduling and processing time, your Retailer may need to keep your vehicle overnight.

You will be eligible for reimbursement if you have already paid for some or all of the cost to have the cylinder head replaced, and your vehicle was within the six-year/100,000 mile (160,000 km) parameter at the time of the repair.

If you have already paid for some or all of the of the cost to have the cylinder head replaced, and the repair was performed by a Saturn retail facility, contact your Saturn Retailer to discuss reimbursement. The facility will have all the necessary documentation to process your reimbursement.

If the cylinder head was replaced by a non-Saturn facility, you should contact the Saturn Customer Assistance Center at 1-800-553-6000, prompt 3; or for the hearing impaired, 1-800-833-6000. You will need to provide your original paid receipts or invoices verifying the repair, proof of payment, and proof of ownership of the vehicle at the time of the repair.

We sincerely regret any inconvenience this may cause you. However, we have taken this action in the interest of your continued satisfaction with our product. If you have any questions, please contact your Saturn Retailer or the Saturn Customer Assistance Center. We want you to know that we will do our best, throughout your ownership experience, to ensure that your Saturn provides you many miles of enjoyable driving.

Sincerely,

Saturn Corporation

99P01