Customer Contact, Diagnostic Procedure and Plant Contact Information
Attachment 1 Page 1 of 71. Customer Contact
Discuss the concern with the customer and have the customer identify the knock upon the service visit to your dealership. Note the condition at which the customer demonstrates the concern knock.
2. Diagnostic Procedure
Check engine oil and coolant levels. Fill as required and note the quantities if required. The knock is most apparent at 800 to 1500 RPM in neutral or in gear. When listening for the knock with the transmission in gear, be certain that foot pressure is firmly applied to the brake pedal and that the parking brake is applied. Vehicles that are equipped with an automatic parking brake vacuum release, it will be necessary to place the transmission lever in reverse, then press the parking brake pedal down. The parking brake will then release when the transmission is placed in drive. Do not run the engine in gear for more than thirty seconds to preclude overheating of the transmission.
The knock is not intermittent and is not heard at highway speeds or when accelerating. The knock sounds similar to piston slap or a rod bearing knock. Simply, slowly accelerate the engine in neutral from idle speed to 1500 RPM. Repeat the procedure with the transmission in gear and brakes applied. Listen intently for a low end internal knock noise. The engine will qualify for replacement if such a noise is apparent.
If an external noise is suspect, use a stethoscope and probe the external components. Valve train hash tick or other noises are not characteristic of the concern noise and are not involved in this program. Noises such as the following are to be serviced under normal procedures:
^ Valve train hash-tick.
^ Spark knock, detonation noise related to low octane fuel.
^ Exhaust leak.
^ Thermactor pump noise.
^ Noises heard during highway speeds or when accelerating.
^ Intermittent noise.
3. Plant Contact
The Service Manager should contact the Cleveland Engine Plant to make arrangements for the engine assembly exchange and receive a prior work approval number. Personnel at the plant will be available to answer telephones 10 a.m. to 6 p.m. Eastern time each weekday. Occasionally you may receive a recorded phone message when the phone lines are temporarily busy. You will be asked to leave your name and phone number and your call will be returned as soon as possible.
Attachment 1 Page 2 of 7
Cleveland Engine Plant 1-800-255-6015
Note: The phone number is for dealer use only and must not be given to customers.
Provide the plant representative with the following information:
^ Dealer name, address, P&A code and telephone number.
^ Service Manager's name.
^ Vehicle identification number, mileage and sale date of the vehicle.
^ Engine code, calibration and engine build date. This information appears on the engine code label on the right rocker cover, on the OEM oil filter, and on the left rocker cover facing the dash panel. Except on 1988 vehicles, the engine calibration number may be attached to the left door post. If the numbers are different, report both numbers to the engine plant.
^ Description of the customer complaint and diagnostic actions taken to assure that this vehicle qualifies for the engine exchange.
Note: Engines may be requested singly or in groups. The above information for each vehicle and engine will be required.