SSP92

TO:
Mazda Dealership General Managers, Service Managers, and Parts Managers
DATE:
March 2014
SUBJECT:
2010-2014 CX-9 AWD Abnormal Noise & Oil Leak from Power Transfer Unit
Warranty Extension Program – Special Service Progam (SSP) 92
Mazda Motor Corporation is extending the warranty coverage for power transfer unit (PTU)
replacement on certain 2010-2014 CX-9 vehicles with AWD and produced from July 28, 2009
through December 2, 2013.
The warranty for this repair will be extended to 7 years (84 months) from the original warranty
start date or 90,000 miles, whichever comes first.
On some vehicles, when driving under high load or at high speeds, increased oil temperature
inside the transfer unit may result in poor lubrication. Continued driving under these conditions
may create abnormal noise, damage the transfer unit, and oil leakage. Dealers are instructed to
replace the PTU. Please refer to Attachments I and II for details.
This is a warranty extension for the specified repair only. Inspection and replacement of
non-failed parts will not be eligible for reimbursement to the dealer or customer. This
program extends the warranty period for actual failures due to defects in workmanship or
materials in accordance with Mazda Warranty Policy and Procedures.
Owners of subject vehicles will be notified by first class mail beginning April 4, 2014.
This package contains important information about SSP 92:
Attachment I
Parts and Service Information
Attachment II
Repair Information
Attachment III
Owner Notification Letter & Reimbursement Form
The attached information was emailed to your Service Department and is also available on
eMDCS and MS3 (Mazda Service Support System) websites via MXConnect.
For technical assistance, call the Technical Assistance Hotline at (888) 832-8477, Option 3 for an
English speaking Hotline Specialist, Option 4 for a Spanish speaking Hotline Specialist.
For parts questions, contact the Corporate Dealer Assistance Group at (877) 727-6626, Option 2.
For warranty questions, contact the Warranty Hotline at (877) 727-6626, Option 3.
Mazda North American Operations
Technical Services Division
1444 McGaw Ave.
Irvine, CA 92614-5570
www.MazdaUSA.com
Page 2
Please make certain the appropriate personnel in your dealership are familiar with the details of
this warranty extension before responding to customer inquiries. Your understanding and support
are greatly appreciated.
Sincerely,
Satoshi Takahashi
Director, Technical Services Division
Mazda North American Operations
ATTACHMENT I –PARTS AND SERVICE INFORMATION
SSP92
WARRANTY EXTENSION
For certain 2010-2014 CX-9 AWD vehicles, the warranty coverage for power transfer unit (PTU)
replacement is extended to 7 years (84 months) from the original warranty start date or 90,000 miles,
whichever comes first.
CONDITION OF CONCERN
On some vehicles, when driving under high load or at high speeds, increased oil temperature inside
the transfer unit may result in poor lubrication. The transfer needle bearing may move from its
normal position and create interference. Continued driving under these conditions will cause the
needle bearing to break, creating abnormal noise, damage to the PTU case and/or oil leakage.
Dealers are instructed to replace the power transfer unit (PTU).
SUBJECT VEHICLES
Model
2010-2014 CX-9
Affected VIN ranges
JM3 TB3*** A0 200006 – 238710
JM3 TB3*** B0 300005 – 333118
JM3 TB3*** C0 333123 – 369269
JM3 TB3*** D0 400004 – 425225
JM3 TB3*** E0 425233 – 431751
Build Date Range
July 28, 2009 through
December 2, 2013
The asterisk symbol “*” can be any letter or number.
OWNER NOTIFICATION
Mazda will notify U.S. owners by first class mail on April 4, 2014. Owners are advised they do not
need to bring their vehicle to a dealer if it is functioning normally. Refer to the owner letter and
reimbursement form in Attachment III.
PARTS INFORMATION
Description
Transfer
Gasket
Gasket
Exhaust Pipe Gasket
Converter Gasket
Seal Ring
Joint Shaft Clip
Part Number
AW21-27-500N-9U
CY01-40-305A
AJ17-40-305
CY01-40-306
CY01-40-450
CA01-40-581
H010-25-421A
Quantity
1
1
1
1
1
1
1
Note
For rear of middle pipe
For front of middle pipe
Page 1 of 4
ATTACHMENT I –PARTS AND SERVICE INFORMATION
SSP92
WARRANTY CLAIM PROCESSING INFORMATION
NOTE:
-
For PTU replacement on the CX-9 vehicles repaired within the Powertrain Limited Warranty
period, normal warranty claims should be submitted. Do not submit a claim with either a
Process Number or the XXK5NXRX labor operation below.
-
This Warranty Information is applicable only to the CX-9 vehicles beyond the Powertrain
Limited Warranty period and the PTU is replaced due to abnormal noise and/or oil leak.
CX-9 vehicles beyond the Powertrain Limited Warranty period of 5 years/60,000 miles:
PTU Replacement
Process Number
AE003A
Symptom Code
99
Damage Code
Part Number Main Cause &
Quantity
99
Related Part Number &
Quantity
Labor Operation & Labor
Hours
Period Covered
AW21-27-500N-9U / 1 pc
CY01-40-305A / 1 pc
AJ17-40-305 / 1 pc
CY01-40-306 / 1 pc
CY01-40-450 / 1 pc
CA01-40-581 / 1 pc
H010-25-421A / 1 pc
XXK5NXRX / 2.2 hrs.
Over Powertrain Limited Warranty period, and
Within 7 years/90,000 miles (140,000 km)
Page 2 of 4
ATTACHMENT I –PARTS AND SERVICE INFORMATION
SSP92
RENTAL CAR INFORMATION
Mazda will authorize rental and service loaner vehicles on a limited basis. We are requesting dealer
understanding and partnership regarding rental and loaner vehicle utilization. Please make every
effort to utilize alternative transportation solutions in place of rental use.
Rental Car Warranty Claim Information
Rental Agency Vehicle
Warranty Type Code
Symptom Code
Damage Code
Part Number Main Cause
Part Quantity
A
99
99
5555-SS-P92R
0
Labor Operation Code
Labor Hours
Sublet – Rental Car
Sublet Invoice Number
MM024XRX
0.0
Sublet Type Code
Sublet Amount
Sublet Text
Dealer Loaner Car Fleet
Vehicle
A
99
99
5555-SS-P92L
Number of days loaner car
was used Mazda pays
$35.00/day
MM024XRX
0.0
Number from Rental
Invoice or Dealer Purchase
Order
Enter “Z9” (other)
Up to $30.00 per day for
the number of days
customer had rental car
Number of days rental car
was supplied to customer
Rental expenses exceeding the two-day limit will require prior DSM Authorization, as outlined in the
Mazda Rental Car Reimbursement Program policy.
Page 3 of 4
ATTACHMENT I –PARTS AND SERVICE INFORMATION
SSP92
VERIFY THE VEHICLE IS APPLICABLE TO SSP92
1. Verify the vehicle is within the following ranges:
Model
Affected VINs
2010-2014 CX-9
with AWD
JM3 TB3*** A0 200006 – 238710
JM3 TB3*** B0 300005 – 333118
JM3 TB3*** C0 333123 – 369269
JM3 TB3*** D0 400004 – 425225
JM3 TB3*** E0 425233 – 431751
Build Date Range
July 28, 2009 through
December 2, 2013
The asterisk symbol “*” can be any letter or number.
•
•
If the vehicle is within the above ranges, go to Step 2.
If the vehicle is not within the above ranges, SSP92 is not applicable.
2. Perform a Warranty Vehicle Inquiry using your eMDCS System.
eMDCS System – Vehicle Status Inquiry Results:
If eMDCS
displays:
Action to perform:
SSP92 OPEN
Proceed to “Repair Procedure” of SSP92 only if the vehicle exhibits
abnormal noise and/or oil leak from transfer case.
SSP92 EXPIRED
Vehicle is outside the warranty time limitation.
SSP92 is not
displayed
SSP92 does not apply to this vehicle.
Note: This is a warranty extension program. Application of a campaign label is not necessary.
REPAIR PROCEDURE
Please refer to Attachment II.
Page 4 of 4
ATTACHMENT II
2010-2014 CX-9 AWD - TRANSFER - NEW REMOVAL / INSTALLATION PROCEDURE - SSP92
SSP89/RECALL TEMPLATE
A. DESCRIPTION
If replacement of the complete transfer is necessary, use the following new removal and replacement procedure. It is no longer necessary to disconnect the left or right tie rod ends.
The workshop manual and the SRT manual will be revised to reflect the new repair procedure.
B. VEHICLE INSPECTION PROCEDURE
1. Verify that the vehicle is within one of the following ranges:
Model
VIN Range
Production Date Range
JM3TB******A0 200006 - 238710
JM3TB******B0 300005 - 333118
2010-2014 CX-9
with AWD
JM3TB******C0 333123 - 369269
From July 28, 2009 through December 2, 2013
JM3TB******D0 400004 - 425225
JM3TB******E0 425233 - 431751
-
If the vehicle is within one of the above ranges, proceed to step 2.
If the vehicle is not within one of the above ranges, SSP92 is not applicable.
2. Perform a Warranty Vehicle Inquiry using your eMDCS System.
eMDCS System - Warranty Vehicle Inquiry Results:
If eMDCS displays:
Action to perform:
SSP92 OPEN
Proceed to “C. REPAIR PROCEDURE” only if the vehicle exhibits abnormal noise and/or oil leaks from the transfer.
SSP92 EXPIRED
Vehicle is outside the warranty time limitation.
SSP92 is not displayed
SSP92 does not apply to this vehicle.
Page 1 of 6
ATTACHMENT II
SSP92
C. REPAIR PROCEDURE
1. Disconnect the negative battery cable.
2. Disconnect the HO2S (RH) connector according to the instructions on MS3 online or the Workshop Manual
(section 01-40 HEATED OXYGEN SENSOR (HO2S) REMOVAL/INSTALLATION [MZI-3.7]).
3. Remove the middle pipe (A), then remove the front pipe (B).
4. Discard / replace all gaskets: (C) CY01-40-305A, (D) CY01-40-306 and (E) AJ17-40-305
5. Remove the right front tire.
6. Remove the WU-TWC bracket (RH) and WU-TWC (RH) (A) according to the instructions on MS3 online or
the Workshop Manual (section 01-15 EXHAUST SYSTEM REMOVAL/INSTALLATION).
Converter Gasket (B) CY01-40-450, Ring Seal (C) CA01-40-581
Page 2 of 6
ATTACHMENT II
SSP92
7. Disconnect the left and right side stabilizer control links (A), then rotate the front stabilizer (B) to forward to
provide space from the side.
8. Remove the No. 1 engine mount bolt (C).
9. Remove the transfer installation bolts.
10. Push the engine forward so that the front side of the transfer faces downward, then remove the transfer.
Page 3 of 6
ATTACHMENT II
SSP92
11. Disconnect the front lower arm ball joint (RH) (A).
12. Separate the right side drive shaft (B) from the joint shaft using the SSTs shown below.
13. Discard / replace the joint shaft clip (C) H010-25-421A.
Page 4 of 6
ATTACHMENT II
SSP92
14. Remove the joint shaft (A).
a. Remove the nuts from the joint shaft.
b. Pull the joint shaft straight out.
NOTE:
•
•
Always replace the transfer deflector and dust seal with new ones when the joint shaft is
removed.
A new deflector and dust seal are included with the transfer.
15. Disconnect the propeller shaft (A) from the transfer (B).
Page 5 of 6
ATTACHMENT II
SSP92
16. Remove the transfer according to the instructions on MS3 online or the workshop manual (section 03-16
TRANSFER REMOVAL/INSTALLATION).
Transfer (A), transfer bracket (B)
17. Install in the reverse order of removal.
CAUTION: Make sure to follow the “Installation Note” for each part installed.
18. Verify the repair by warming up the engine and transaxle, then inspect for oil leaks and proper transfer operation.
NOTE: If any damage is present on the output shaft of the transmission, take photos documenting the
damage and contact the Technical Assistance Hotline at (888) 832-8477, for review and authorization of the related damage repairs.
Page 6 of 6
ATTACHMENT III – Owner Notification
April 2014
Power Transfer Unit Warranty Extension Program SSP 92
2010-2014 CX-9 AWD
Dear Mazda Owner:
Mazda Motor Corporation has decided to conduct a Special Service Program (SSP) to extend
the warranty coverage for the repair of the power transfer unit (PTU) on certain 2010-2014 CX-9
all-wheel drive vehicles produced from July 28, 2009 through December 2, 2013.
The warranty coverage for applicable repair is extended to 7 years (84 months) from the original
warranty start date or 90,000 miles, whichever comes first.
If you are a recipient of this notice, your vehicle is included in this warranty extension
program.
What is the problem?
On some vehicles, when driving under high load or at high speeds, increased oil temperature
inside the transfer unit may result in poor lubrication. Continued driving under these conditions
may result in abnormal noise and transfer unit damage, and may cause PTU oil leakage. The
warranty extension applies only to this condition.
What will Mazda do?
If your vehicle experiences this problem, your Mazda dealer will insepct your vehicle to verify the
cause of the abonormal noise and/or oil leak. If necessary, the dealer will replace the PTU, free
of charge during the terms of this warranty extension program.
The repair should take approximately three hours to complete. However, it may take longer
depending on parts availability and the service workload at your Mazda dealership.
As a reminder, Mazda may provide alternate transportation when your vehicle is at an authorized
Mazda dealership for a warranty repair. To be eligible for alternate transportation, your vehicle
must be within the mileage and time limitations under the Mazda New Vehicle Limited Warranty
or Powertrain Limited Warranty for 2007 and newer model years, and adhere to the Rental Car
Reimbursement policy. Ask your dealer for details about the Mazda Rental Car Reimbursement
Program.
Mazda North American Operations
Technical Services Division
1444 McGaw Ave.
Irvine, CA 92614-5570
www.MazdaUSA.com
Page 2
What should you do?
If your vehicle is functioning normally, there is no need to contact your dealer. We suggest keeping
this letter with the vehicle’s warranty information booklet for future reference.
If your vehicle experiences abnormal noise and/or oil leak from the bottom of the vehicle, please
make an appointment with a Mazda dealer to have the vehicle inspected.
What if you have already paid for the repair?
If you have already paid for the inspection, repair, or replacement of PTU due to abnormal noise
and/or oil leak, you may be eligible for reimbursement of reasonable repair expenses based on
Mazda’s repair standards.
Please complete the enclosed “Reimbursement Application Form,” including the necessary
documentation, and mail it to us in the pre-addressed envelope provided, allowing 6-8 weeks for
processing.
Where is the closest Mazda dealer?
To locate your nearest Mazda dealer, visit our web site and try our “Locate a Dealer” feature at
www.MazdaUSA.com or consult your local yellow pages.
Moved or no longer own this vehicle?
If you have moved or no longer own your Mazda vehicle, please complete the enclosed prepaid
Information Change Card as soon as possible. This enables us to update our records and notify
the current owner. If you are a vehicle lessor receiving this notice, please take steps to ensure that
this notice is forwarded to the lessee.
Still have questions?
If you have any questions regarding this program, please contact our Customer Experience Center
at (800) 222-5500, option #6.
Your satisfaction is a priority for Mazda. We actively work to improve our products and search for
solutions to improve your ownership experience. Please accept our apology for any
inconvenience this program may have caused you.
Sincerely,
Mazda North American Operations
Mazda North American Operations
Technical Services Division
1444 McGaw Ave.
Irvine, CA 92614-5570
www.MazdaUSA.com
REIMBURSEMENT PLAN
Requirements for Reimbursement
If you meet all of the following requirements, you are eligible to receive reimbursement under this plan:
1. You own or have owned a 2010-2014 CX-9 with AWD built between July 28, 2009 and December 2, 2013.
2. You have paid for the inspection, repair or replacement of power transfer unit (PTU) due to abnormal noise/oil leak
concern prior to the launch of SSP92.
3. You have an original or legible copy of the paid repair order or invoice receipt showing:
• Vehicle model and year, and vehicle identification number (VIN)
• Your name and address at the time of repair
• Description of the concern reported
• Inspection, repair or replacement of PTU due to abnormal noise and/or oil leak concern
4. Mail this reimbursement application form with the applicable payment receipts in the enclosed envelope to:
Mazda North American Operations
Attn: Recall Reimbursement Dept
P.O. Box 57085
Irvine, CA 92619-7085
Procedure for Reimbursement Request
If your vehicle has had the PTU inspected, repaired, or replaced due to abnormal noise and/or oil leak concern prior to
the launch of SSP92, you may apply for reimbursement by doing the following:
1. Complete the Reimbursement Application Form found on the reverse side of this page.
2. Mail the Reimbursement Application Form with a legible copy of the paid repair order and/or invoice using the
enclosed envelope. Include any applicable payment receipts, i.e. credit card receipt, cancelled check, etc.
3. Retain copies of the paid repair order or invoice and this application form for your records.
4. You will be reimbursed for the amount you have paid for inspection, repair or replacement of PTU due to abnormal
noise and/or oil leak concern.
If you wish to correspond with Mazda regarding this reimbursement plan, please write to the above address and refer to
your vehicle identification number (VIN).
Any reimbursement application form that is incomplete, illegible, or sent without the legible copy of the paid repair order
or invoice will be returned for completion. If Mazda has any questions concerning your application for reimbursement,
you may be contacted. Please allow 6-8 weeks for processing.
(SEE REVERSE SIDE FOR APPLICATION FORM)
REIMBURSEMENT APPLICATION FORM
2010-2014 CX-9
Power Transfer Unit
Warranty Extension Program –SSP92
(Please type or print)
Name:
First
Middle
Last
State
Zip Code
Address:
Street Address
City
Home:
Phone Number:
Work:
Vehicle Identification Number (VIN):
(17 digits in length)
Total Amount of Reimbursement Requested:
.
Dollars
Cents
INSTRUCTIONS FOR GENERAL RELEASE DESCRIBED BELOW:
•
•
•
Please read thoroughly
Fill in vehicle identification number
Sign the General Release (below)
General Release
I am submitting to Mazda Motor Corporation (“Mazda”) a claim for reimbursement for inspection, repair or parts
replacement performed to date in connection with abnormal noise and/or oil leak from power transfer unit.
The vehicle identification number (VIN) is:
VIN:
In exchange for Mazda’s payment of that claim, I hereby release Mazda, its agents, and its related entities from
all claims for such inspection/repair costs. This release shall benefit Mazda and its authorized agent Mazda
North American Operations, its regions/distributors (foreign and domestic), its authorized dealerships, and all
their respective directors, officers, agents, employees, divisions, subsidiaries, and affiliated companies. This
release shall bind my heirs, successors and assigns.
Dated:
Signed:
(SEE REVERSE SIDE FOR REIMBURSEMENT PLAN DETAILS)