Customer Satisfaction Program N262545571 covers an infotainment system software update on 2025 model year full-size GM SUVs — Cadillac Escalade and Escalade ESV, Cadillac Escalade IQ, Chevrolet Tahoe and Suburban, and GMC Yukon and Yukon XL. The condition is specific and a little ironic: certain modules failed to update with an over-the-air update. The fix cannot be delivered over the air either — it has to be done at a dealer, in person. The program runs until 31 August 2028.
Read the primary document yourself: GM Customer Satisfaction Program bulletin N262545571, released 18 August 2026 (PDF), hosted by NHTSA as a manufacturer communication. Includes the service procedure, labour operations and customer letter. Read in full.
Update — this page was previously written from secondary reporting. We have now read the bulletin.
- The program has an end date: 31 August 2028. An earlier version warned that CSPs expire but never gave the date, because we did not have it.
- GM does send owner letters. An earlier version said a CSP "may not" generate one and that nobody chases you very hard. The bulletin states GM will notify customers and includes the sample letter.
- Our reasoning about modules falling further behind was right, and GM says so directly. The bulletin tells technicians the modules may be several software versions behind and that programming may need running up to three times. That is no longer our inference.
- GM tells owners to confirm the dealer is EV certified when scheduling. Particularly relevant if you have an Escalade IQ.
Jump to a section: What to do · What a Customer Satisfaction Program is · The condition: a failed OTA update · Front module, rear module, or both · Which vehicles · The remedy · Why this cannot be fixed over the air · The deadline, and no reimbursement · A note on sourcing · What other pages get wrong · FAQ
What to Do
This will not appear in a NHTSA VIN lookup, because it is not a safety recall and has no NHTSA campaign number. The route is GM's own systems.
- Ask a dealer to check your VIN in Investigate Vehicle History. GM's bulletin states IVH must always be checked and must show OPEN status before any work begins, and warns dealers explicitly not to use Service Information with a VIN search, because it will not verify eligibility for field actions.
- Check your myCadillac, myChevrolet or myGMC app, which surfaces GM field actions of all types.
- Name the program number when you call. "N262545571, infotainment software update" gets a faster answer than describing symptoms.
- Confirm the dealer is EV certified when you book. GM's customer letter instructs owners to do this at scheduling — worth heeding especially if you have an Escalade IQ.
There is no charge, and no parts are required.
And there is no safety urgency here. Unlike most of what we cover in this section, nothing about this campaign affects how the vehicle drives, stops or protects you. It is worth folding into your next service visit rather than making a special trip — but do not let it run past August 2028.
What a Customer Satisfaction Program Is
Worth understanding, because it sits at the mildest end of GM's field action scale and people conflate the categories.
| Type | NHTSA campaign number | What it addresses |
|---|---|---|
| Safety Recall | Yes | A defect relating to motor vehicle safety |
| Emission Recall | No — EPA/CARB | Emissions compliance |
| Special Coverage | No | Extended warranty on a component that fails early |
| Customer Satisfaction Program | No | A quality or function issue GM chooses to fix at no charge |
A CSP is voluntary. GM is not compelled by a regulator to run it. It exists because a condition annoys owners enough that GM would rather fix it than field the complaints.
Two consequences follow.
It is invisible in a federal VIN lookup. No NHTSA campaign number means nothing to find at nhtsa.gov. But the bulletin itself is a public document — NHTSA publishes manufacturer communications alongside recall filings, which is how the PDF linked above is available to read. What the federal lookup cannot tell you is whether your VIN is on the list.
And it expires. A safety recall never does. This one ends on 31 August 2028, after which the same work becomes a bill you pay.
GM does send owner letters for this program, so you may well hear about it — an earlier version of this page suggested otherwise. But letters go to the registered address, which on a 2025 vehicle sold on may be someone else's, and unlike a safety recall nothing further chases you.
The Condition: A Failed OTA Update
GM's stated condition is one sentence:
Certain vehicles listed above may have a condition in which certain modules failed to update with an over-the-air (OTA) update.
Consider what that actually means, because it is more consequential than it first sounds.
Modern GM vehicles receive software over the air — infotainment improvements, bug fixes, feature changes. The mechanism assumes each update lands successfully.
A module that cannot complete an update is stuck at whatever software level it last successfully installed. And because updates are cumulative, a module that misses one tends to keep missing subsequent ones. The gap widens over time rather than staying constant.
That is not our speculation — GM says it outright in the service procedure, and it is the most revealing line in the bulletin:
The modules (Front and/or Rear) may be several software versions behind and could take multiple programming events to bring them to the latest software level. Required programming may have to be run up to 3 times to bring the modules to the latest software level.
Three programming passes to catch up. That tells you these modules have not simply missed one update — some of them have been drifting for a while. GM instructs technicians to keep running "Delta Programming" until the system returns a blocked message confirming the Audio/Video Interface Module is up to date.
So the practical symptom is not a dramatic failure. It is a vehicle that stops getting better while everyone else's does — missing features that arrived in later releases, keeping bugs that were fixed for other owners, and gradually drifting out of step with the software it was meant to be running.
Some owners will notice nothing at all. That is genuinely possible, and it is another reason to check rather than wait for a symptom that may never announce itself.
Front Module, Rear Module, or Both
A detail worth pulling out, because it explains something about these vehicles.
GM's correction is to update the front passenger and/or rear infotainment systems — and the bulletin carries three separate labour operations for exactly that reason: front module only, rear module only, or both.
These SUVs have two. The front system drives the dashboard displays. The rear system drives the rear-seat entertainment screens — a common fitment on Escalade, Tahoe, Suburban and Yukon, which are frequently bought precisely for carrying families. In GM's parts nomenclature they are K299 Audio/Video Interface Module and K299R Audio/Video Interface Rear Module.
The consequence: your dashboard can be perfectly fine while the rear screens are the ones stuck. Or the reverse.
Which means it is worth checking the rear system specifically if you have one. Rear-seat entertainment gets used by passengers rather than the driver, so a rear module that quietly stopped updating can go unnoticed for a long time.
Which Vehicles
| Brand | Models | Model year |
|---|---|---|
| Cadillac | Escalade, Escalade ESV | 2025 |
| Cadillac | Escalade IQ | 2025 |
| Chevrolet | Tahoe, Suburban | 2025 |
| GMC | Yukon, Yukon XL | 2025 |
Note the scope: 2025 model year only. Not 2024, not 2026. That is narrow, and it suggests a software or configuration issue tied to a specific production period rather than a design problem with the infotainment system generally — though GM states no cause, which is normal for a customer satisfaction program.
Note also that the Escalade IQ is included alongside the combustion SUVs. The electric Escalade IQ is a very different vehicle mechanically, but it shares the infotainment architecture — which is exactly the sort of thing that lets one software issue span both. It is also why GM's letter tells owners to confirm EV certification when booking.
GM has published no unit count, which is normal for a CSP. Unlike a Part 573 safety recall filing, there is no regulatory obligation to state one.
Being in the model list does not mean you are included. Only VINs showing OPEN status under N262545571 in Investigate Vehicle History qualify.
One detail worth knowing if you are buying: GM attached a stock VIN list of affected vehicles sitting in dealer inventory or in transit, and requires dealers to hold and repair any involved vehicle before a customer takes delivery. Certified Pre-Owned vehicles are de-certified until it is done. So affected examples were still on dealer lots when this was issued — a private sale carries no such obligation.
The Remedy
A technician updates the affected module or modules to the latest software level, at no charge. GM's published labour times:
| Scope | Labour time |
|---|---|
| Front module only | 0.7 hours |
| Rear module only | 0.7 hours |
| Front and rear | 1.3 hours |
| Additional first-step programming, if needed | +0.2 hours |
What to expect:
- It is a software procedure — no parts, no disassembly.
- It is done at the dealer, in person. This cannot be pushed to your vehicle remotely.
- Allow reasonable time. Programming may need running up to three times per module, and both modules together is a little over an hour of booked labour before any waiting.
- Bundle it with other work. There is no safety reason to make a dedicated trip.
One thing worth asking: whether your vehicle has any other open field actions while the dealer has your VIN up. IVH shows everything — recalls, emission recalls, special coverages and CSPs — and it is the single most efficient question you can ask at a service desk.
Why This Cannot Be Fixed Over the Air
The obvious question, and the answer is worth spelling out.
The defect is that the module failed to complete an over-the-air update.
So delivering the fix over the air would require the module to do the exact thing it has demonstrably failed at. You cannot repair a broken update mechanism by using the broken update mechanism. That reasoning is ours — GM's bulletin simply gives a dealer procedure without explaining why no wireless route is offered — but the logic is hard to avoid.
A dealer connects to the module directly, through the vehicle's diagnostic port with GM's Service Programming System and a stable power and data connection. GM's own caution to technicians is instructive here: the programming computer must be connected by network cable rather than wirelessly, because an interruption during programming can cause programming failure or control module damage. Stability is the whole point of doing it in person.
The same pattern appears elsewhere in GM's recent campaigns. The telematics control module program N252501791 likewise reprograms a module at the dealer rather than remotely — when the thing that is broken is a module's ability to receive software, in-person is the only route left.
The Deadline, and No Reimbursement
The program is in effect until 31 August 2028. After that, GM's letter says, any applicable warranty will apply — which on a 2025 vehicle by then may well mean nothing.
And there is one difference from GM's other customer satisfaction programs worth flagging. This bulletin contains no customer reimbursement provision at all — no reimbursement labour operations, no claim form, no deadline. GM's other recent CSPs, including the telematics program, all carry one.
The likely explanation is straightforward — this is a free software update for a condition nobody would have been billed for privately, so there is nothing to reimburse. That is our reading, not GM's statement. If you have somehow paid a dealer to chase an infotainment update on one of these vehicles, raise it anyway; you would be arguing outside the bulletin rather than under it.
A Note on Sourcing
We cite documents we have read and label the rest.
This page is now built from the GM Customer Satisfaction Program bulletin N262545571, released 18 August 2026 and hosted by NHTSA as a manufacturer communication, which we have opened and read in full. That supplies the covered vehicles, the condition, the 31 August 2028 end date, the correction, the three labour operations and their times, the multiple-programming-pass instruction, the module designations, the dealer hold and CPO provisions, and the customer letter.
An earlier version of this page was written from secondary reporting and said so. Reading the bulletin changed three things:
- The end date is now published. The page warned that CSPs expire without being able to say when this one does.
- GM does notify owners. We had said a CSP "may not" generate an owner letter and that nobody chases you very hard.
- The cumulative-drift point is now sourced rather than inferred. We had flagged it as our own reading of how update chains work; GM states directly that modules may be several software versions behind and that programming may need running up to three times.
Two things on this page remain ours and are labelled where they appear: the explanation of why no over-the-air route is offered, which GM does not give; and the reading that the absence of a reimbursement provision reflects there being nothing to reimburse.
GM states no cause and publishes no unit count, so neither appears here.
Your dealer's IVH check is the authority on whether your VIN qualifies.
What Other Pages on This Program Get Wrong
- Not giving the deadline. 31 August 2028. A CSP expires where a safety recall does not, and that is the single most actionable fact about it. We omitted it ourselves until we had the bulletin.
- Calling it a recall. It is voluntary and has no NHTSA campaign number, so it is invisible in a federal VIN lookup — though the bulletin itself is public, which is how you can read it above.
- Missing that there are two modules. Front, rear, or both, with three separate labour operations. Owners with rear-seat entertainment can have a perfectly functioning dashboard and a stuck rear system, and nobody notices because passengers use it rather than the driver.
- Underselling how far behind the modules are. GM tells technicians they may be several software versions behind and that programming may need running up to three times. This is not a single missed update.
- Treating the symptom as obvious. A module that fails to complete updates may produce no visible fault at all — the vehicle simply stops receiving improvements while others continue getting them.
- Not mentioning the EV certification instruction. GM's letter tells owners to confirm the dealer is EV certified when scheduling, which matters most for Escalade IQ owners.
- Assuming the model list is the answer. Only VINs showing OPEN status under N262545571 qualify. Owning a 2025 Tahoe does not mean you are included.
- Overstating the urgency. Nothing here affects safety. It is worth folding into a scheduled visit, not worth a panicked appointment — but also not worth leaving until 2028.
Frequently Asked Questions
Is this a recall?
No. It is a Customer Satisfaction Program — a voluntary GM program to fix a quality or function issue at no charge. It has no NHTSA campaign number and will not appear in a NHTSA VIN lookup, which is the main reason owners miss it. The bulletin itself is public.
When does it expire?
31 August 2028. After that, GM's letter says any applicable warranty will apply — which on a 2025 vehicle may well mean the work becomes chargeable.
What is actually wrong?
Certain modules failed to update with an over-the-air update. The module is not necessarily broken — it is stuck at whatever software level it last successfully installed. GM tells technicians the modules may be several software versions behind and that reprogramming may need running up to three times to catch up.
Would I notice anything?
Possibly not. There may be no visible fault at all — just a vehicle that quietly stops receiving the improvements and fixes other owners are getting. That is a reason to check rather than wait for a symptom.
Which vehicles are covered?
2025 model year Cadillac Escalade, Escalade ESV and Escalade IQ, Chevrolet Tahoe and Suburban, and GMC Yukon and Yukon XL. Only the 2025 model year. Being in that list is not enough — your VIN has to show OPEN status under N262545571 in GM's warranty system.
Why can't GM just send the update wirelessly?
Because the fault is the module's failure to complete a wireless update. Fixing it that way would require the module to do the one thing it has failed at. GM does not spell that reasoning out, but it offers no over-the-air route and the logic is hard to avoid. A dealer connects directly with GM's programming tools instead.
My dashboard screen works fine.
These SUVs can have two infotainment modules — front and rear. The program covers the front module, the rear module, or both, with separate labour operations for each. If you have rear-seat entertainment, it is worth having that checked specifically, since a stuck rear system is easy to overlook.
How long does it take?
GM's published labour times are 0.7 hours for the front module alone, 0.7 for the rear alone, and 1.3 hours for both, with an additional 0.2 if extra first-step programming is needed.
Do I need a particular dealer?
GM's customer letter tells owners to confirm the dealer is EV certified when scheduling the appointment. That matters most if you have an Escalade IQ, but it is worth asking regardless.
Can I get reimbursed if I paid for something related?
This bulletin contains no reimbursement provision, unlike GM's other recent customer satisfaction programs. The likely reason is that a free software update is not something owners would have been billed for privately. If you did pay, raise it with GM customer service, but you would be arguing outside the terms of the bulletin.
How do I find out if I'm included?
Ask a GM dealer to check your VIN in Investigate Vehicle History and name program N262545571. Your owner app is also worth checking. Since this is not a NHTSA campaign, GM's own system is the only definitive source for your VIN.
Where can I read the actual bulletin?
It is public. NHTSA hosts GM's manufacturer communications, and bulletin N262545571 contains the vehicle list, the condition, the end date, the service procedure, the labour operations and the customer letter.
Related Guides
Sources
- GM Customer Satisfaction Program bulletin N262545571 (PDF) — released 18 August 2026, hosted by NHTSA as a manufacturer communication. Primary source for this page; opened and read in full.
- GM bulletins 25-NA-281 and 07-00-89-037 — warranty claim code retrieval and courtesy transportation eligibility, referenced by the above. Not read directly.
Owner questions: GM's customer letter directs Buick, Chevrolet and GMC owners to the Customer Assistance Center on 1-866-467-9700, and Cadillac owners to 1-800-333-4223. Eligibility is confirmed by a GM dealer through Investigate Vehicle History. Program in effect until 31 August 2028.