Rear window leak

Rocz3cqg · April 3, 2019

So just as a proactive move, I called Chevy Customer Care to discuss my problem / concerns. I gave them the Bulletin or Whatever number it is #18-NA-383. The dealership found the number but the Care person could not locate it. So he informs me to work with the dealership and gave me a Reference Number. It went as well as I expected. Now I wait for the dealership.

Edited April 3, 2019 by Rocz3cqg

Smitty · April 3, 2019

2 hours ago, Rocz3cqg said:

So just as a proactive move, I called Chevy Customer Care to discuss my problem / concerns. I gave them the Bulletin or Whatever number it is #18-NA-383. The dealership found the number but the Care person could not locate it. So he informs me to work with the dealership and gave me a Reference Number. It went as well as I expected. Now I wait for the dealership.

Thanks for keeping us in the loop, hopefully all of this helps other through the process. Good luck and I'm sorry you had troubles initially.

ShamrockShooter · April 3, 2019

I received a call from gm customer care that the district rep was at my dealer ship to inspect my vehicle today. About all I know at this point.

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Rocz3cqg · April 3, 2019

Hopefully they decide to take the proper action to repair the vehicle. When they pull that window out, hope they find the crack in the frame and allow the replacement to go forward. I wonder if

when they order the window, if the part will be readily available. Some users have reported up to 37 days for the part to arrive.

white94rx · April 3, 2019

The customer care guys are nearly useless. I gave him the bulletin number and, "sorry, I can't find anything with that number". You are an idiot. The tech sure didn't have any trouble finding it. I do have a case number though.

My advisor called me this afternoon and said they will be removing and resealing the window as per the bulletin. He said they're awaiting a response from GM regarding replacing my carpet. I told the guy it needs to be replaced. My truck smells like mildew. If they fix the leak, and my truck still smells, that's not going to cut it. I'm not just going to go away. The second service visit will not go nearly as well. And if it gets to a third visit, they will be buying back my truck. I'm giving them a chance to fix it right so they better get it right the first time.

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Rocz3cqg · April 3, 2019

1 hour ago, white94rx said:

The customer care guys are nearly useless. I gave him the bulletin number and, "sorry, I can't find anything with that number". You are an idiot. The tech sure didn't have any trouble finding it. I do have a case number though.

My advisor called me this afternoon and said they will be removing and resealing the window as per the bulletin. He said they're awaiting a response from GM regarding replacing my carpet. I told the guy it needs to be replaced. My truck smells like mildew. If they fix the leak, and my truck still smells, that's not going to cut it. I'm not just going to go away. The second service visit will not go nearly as well. And if it gets to a third visit, they will be buying back my truck. I'm giving them a chance to fix it right so they better get it right the first time.

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Yeah the Customer Care person did the same with me. Could not find the Bulletin [If that is what it is called]. The mechanic took awhile to find it but he did. The dealership action is by the GM Book. Call Customer Care again and referencing your Number, request the actions you want [ie New window, new carpet based on the number of windows being replaced by this group and how wet the carpet was.] They will call the dealership and converse with them. The Care unit will probably side with the GM actions. So as of now after that call, you have followed normal problem resolution. Now take this email [email protected] [Exec VP & President of the Americas] and send an email stating your problem, actions by the dealership [which are proper to this point], Customer Care responses and send him this website or describe to him how much you like, enjoy the truck. State you know that from the experiences of the other users here, the windows usually end up getting replaced in the end. Explain the smell in the cab and ask to have the carpet replaced. Explain that GM switched processes or vendors in Oct 2018 because of the window problem, therefore pointing to a serious problem with the rear window power slider. Tell him you just wish the vehicle be returned to a condition as new, but sealing the window [instead of replacing] will ultimately result in a couple more visits [ie next step is to seal the Spoiler / Body Seal per the Bulletin] which would result in more headliner and carpet damage because the problem really will not be fixed. Leave your Name, Address, Phone Number, Email, Dealership Name [Address, Number, Contact person], Customer Care Number, Vin and Build Date. Praise the response from the dealership and how you feel about the truck and that you hope it continues. The Executive Admin will normally respond or they will contact a higher up person in Customer Care who has the power to act. Do not get upset or push your weight around for it will not help even if it does not go your way.

I hit a deer 1 month into owning my 2019 HC. Front end RH corner was gone and needed repair to the tune of 6500.00. The dealership got all the parts except the bumper which GM said was not available for 30 days. I wrote to Alan Batey [Barry Engle replaced him April 1st 2019] and his Executive Admin contacted me and said they were pulling 3 bumpers off the line and shipping them to my dealership. The dealer had 3 bumpers within 3 days. Alan Batey was a GMer for a long time, Engle has been with GM for a short period, so I guess we will see how this goes.

I will probably will be in the same boat as you [Except my leak so far is just really small like drops, but being proactive might save my headliner etc.] If I have to, I will be following your lead.

Edited April 4, 2019 by Rocz3cqg

white94rx · April 3, 2019

Thanks for the advice and extra info. That will definitely help. I'm supposed to get the truck back tomorrow with probably nothing done but removing, and then resealing the window. I'm trying to play ball, and give them the benefit of doubt at this point. Believe me, I will be for sure doing my own water testing this weekend, and it's supposed to rain Friday. I have to take it back anyway next week for the installation of the fuel filler neck replacement part that will eliminate the high pitched hooting and whistle sounds at highway speed. So either it's going to be a smooth visit or not. And I'll be emailing GM with my case number regardless of what happens.

As a BMW tech, I know there's standard procedures and protocols to follow first, and that's what I'm going to let them do before it gets too escalated. I love the truck for sure. I just want it to stay dry, and not smell. That's not too much to ask. I just hope they agree.

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ShamrockShooter · April 4, 2019

I guess my main concern is the side impact air bags. Don't they come out of the back corners? Should be be concerned that with my headliner getting soaked so multiple times that the air bags would be damaged?

I have not noticed any funny smells or and discoloration of the leather seats even though I know they got wet multiple times.

Also I think the fact that I parked on a steep driveway with the front end higher all the rain from the entire roof went towards the back window. If I had parked nose down I might not have gotten barely any water in the truck.

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ShamrockShooter · April 4, 2019

So would you rather have them apply sealant to the outside rear spoiler area where they said it was leaking and steam clean the headliner water stains, or trust them to rip the entire inside of the truck apart to replace headliner and interior which would include removing the windshield and rear window?

I don't notice any water stains on the leather or carpet, just the headliner. No musty smells either.

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Rocz3cqg · April 4, 2019

I have not spoken to my mechanic on the entire procedure, but from what I can gather from various sources, they remove the rear window first [Rear seats must be removed], clean out the old urethane seal, reapply a new urethane seal and reinstall the window. They let it dry for 24 hours and retest at the shop or in the real world. Some say cracks developed in the old seal which causes the leak. Others say that the window frame develops micro cracking which allows the water to leak in. If the leakage continues, the rear spoiler is removed and a new seal is applied to either the backside of the spoiler or applied to the bolts and holes that mount the spoiler. [Or Both?]. If the water continues its merry movement, the rear window is replaced with a new version. Common sense would dictate that when they removed the window the first time, inspecting the window would tell the dealership to get a new window if the cracks existed. The headliner if damaged and where it cannot be dried without staining and smell should be replaced. But replacing the headliner requires the front windshield to be removed. If alot of water has leaked down into the carpet, the dealership would probably remove the carpet and hangup to dry or try to make a determination to replace. [They would need GM's permission]. If they can clean the headliner somehow and make it look new and the structural strength is still there, that would be the way to go. But once soaked several times, I believe the backing material might be useless. Maybe put a maintenance condition request in that you hold the right to ask for the headliner to be replace at no cost if it starts to wear out. Ensure to check all the trim for scratches, tightness and fit. Replace all that do not look new.

Edited April 4, 2019 by Rocz3cqg

white94rx · April 4, 2019

They better not just squirt some sealant on the outside. No one would be that stupid. That's what you do to a 20 year old truck that's worth a grand or two. Not a brand new $50k+ truck.

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ShamrockShooter · April 4, 2019

Can anyone provide a copy to the tsb for the repair? Usually I can find them online but can't seem to get this one.

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fish_guru · April 4, 2019

#18-NA-383: Water Found in Rear Interior of Cab, Water Leak at Rear Sliding Window - (Feb 1, 2019)

WINDOW RR-FULL WIDTH, SLIDING, POWER (A48)

Customer may comment on finding water in the rear interior of the cab.

The cause of the condition may be cracking in the rear sliding window plastic upper rail glass guide. The plastic upper rail glass guide may develop small fractures/cracking which allows water to pass through on the glass side of the urethane that attaches to the vehicle body.

Note: The cracks can be in the left and/or right side of the rear sliding window plastic upper rail glass guide which is covered by the roof rear spoiler. Examples of a left (1), then right side (2) visual crack (with the spoiler removed) are shown in the graphics above.

R & R the roof rear spoiler and apply seam sealer to the rear sliding window top encapsulate, following the steps in the Service Procedure below.

Important: When verifying this condition, ensure that the water leak path is due to cracks in the rear sliding window plastic upper rail glass guide, and NOT a leak in the primary urethane seal, between the window and the body.

A leak in the primary urethane seal should be addressed by removing and resealing the window, using the standard service procedure from SI.

fish_guru · April 4, 2019

By the way, when I got my truck back the first two times I attempted to leak test it myself. I sat there spraying that thing with a hose from every conceivable angle and every pattern on the nozzle for a good 20 minutes and couldn't make it leak. I was like friggin' Forrest Gump...Little bitty stingin' rain, and big ol' fat rain, rain that flew in sideways, and sometimes rain even seemed to come straight up from underneath.

But a real light rain for 15 minutes and found water drops in the cab. Can't explain it but when it rained, it leaked.

ShamrockShooter · April 4, 2019

#18-NA-383: Water Found in Rear Interior of Cab, Water Leak at Rear Sliding Window - (Feb 1, 2019)

WINDOW RR-FULL WIDTH, SLIDING, POWER (A48)

Customer may comment on finding water in the rear interior of the cab.

The cause of the condition may be cracking in the rear sliding window plastic upper rail glass guide. The plastic upper rail glass guide may develop small fractures/cracking which allows water to pass through on the glass side of the urethane that attaches to the vehicle body.

Note: The cracks can be in the left and/or right side of the rear sliding window plastic upper rail glass guide which is covered by the roof rear spoiler. Examples of a left (1), then right side (2) visual crack (with the spoiler removed) are shown in the graphics above.

R & R the roof rear spoiler and apply seam sealer to the rear sliding window top encapsulate, following the steps in the Service Procedure below.

Important: When verifying this condition, ensure that the water leak path is due to cracks in the rear sliding window plastic upper rail glass guide, and NOT a leak in the primary urethane seal, between the window and the body.
A leak in the primary urethane seal should be addressed by removing and resealing the window, using the standard service procedure from SI.

Thanks. Is that the whole thing? Is there a pdf with pictures? Does it say what to do about damage to the interior and headliner?

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