SFCC-09NOV17

JAGUAR LAND ROVER SHOP FOREMAN CONFERENCE CALL
NOVEMBER 9TH 2017
Today’s Presenters
Name
Position
Robert Weingart
Manager – Local Technical Support
Elyse McArthur
Product Investigation
Matt Priestner
Product Investigation
Greg Martucci
Product Investigation
Rich Conte
Product Investigation
Jerry Bennett
Product Investigation
Thomas Bollettieri
Product Investigation
Alan Clarke
Product Investigation.
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LOCAL TECHNICAL SUPPORT (LTS)
NEWS & UPDATES
High TA volume in October
– LTS response times climbed slightly (overlapped with last L3 session)
– Heightens need to keep TA status up-to-date  saves LTS time on
follow-up of each TA
L3 training resumes end of November into December for 2 weeks
October
volume
impact
1936
L3 LTS Training Period
Continued improvements
LOCAL TECHNICAL SUPPORT (LTS)
NEWS & UPDATES
Saturday hours update:
– Saturday submitted TA volume increasing, but still fairly light
– Increased number of retailer replies on Saturday TAs
SSM 73625 - GCM System Update - Retailer Housekeeping for TA
– Update to GCM on 27-Oct allowing UK Parts to comment on part order
status
Reminder: Download the GCM mobile app (SSM 73540)
– UK Parts is commenting on initial order status, which is not always the latest
information matching our NAS Parts (i.e. after it has been escalated and
SAP number changes)
– Working to get latest NAS status updates back to UK and fed into TA case
Pathfinder session file attachment to TA:
– Auto upload to Vehicle Feedback Database is not instant, so TA may be reviewed by LTS before data is on server
– When creating a TA, please attach session files to TA
– Back out of session completely to grab entire session file for attaching
TOPIx iEWD “Targeted” User Survey
In August 2017 the UK launched a iEWD survey targeted at TOPIx users in major markets that most frequently
accessed iEWD documents based on individual usage tracking. About 50 users in the NAS market were
targeted for this survey but less than a dozen have replied thus far. This survey request was only communicated
via the embedded messaging system within TOPIx not often used for retailer communications.
Selected TOPIx users should have seen the “new message indicator” next to their name when logged in as
shown above. If you have an invitation to participate waiting in your TOPIx Inbox, your feedback as a frequent
iEWD user is important to us and we would like to have your input ASAP.
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Latest Vehicle Concern Fixes
Vehicle
Vehicles
Equipped with
Auto High
Beam
Vehicles
Equipped with
Head Up
Display
Customer
Concern
A Customer may
report that the
headlamp high
beams randomly
flash on and off.
Details and Status
Customers may express a concern where intermittently the high beam
headlights will randomly start flashing when set to auto. This concern is
currently under investigation and we are asking for some reports in the form of
EPQRs. Please try to gather as much information from the customer as
possible such as if other vehicles are in sight where the forward facing camera
should pick their lights.
Publication
Under
Investigation
Customers may report that the Head Up Display (HUD) is not visible during the
daylight. Upon investigation through TA reports we have found the incorrect
Rain/Light Sensor has been installed. Check the label on the lower right hand
corner of the Rain/Light Sensor, A denotes non HUD and B denotes HUD. If
you come across a vehicle with the incorrect sensor, please submit an EPQR
with a photo of the Rain/Light Sensor label.
Head Up Display
dim in daylight
To be released
- Non HUD Rain/Light Sensor
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Latest Vehicle Concern Fixes
Customer
Concern
Details and Status
Publication
RR Velar
F-PACE
18MY
Unable to Activate
TCU during PDI
Some vehicles are arriving at retailers with the TCU having a software
configuration not currently supported on our servers, others have general
communication issues. Current best advice and specific instructions for opening
a related TA request will be available in the publications listed to the right.
JA17TE-06 /
SA17TE-07
F-PACE
17 – 18MY
RR Velar
Diesel Only
Customer may
report the Check
Engine Light with
a DEF Level Low
warning message
displayed.
If PCM DTC P21C5-64 is present as the sole DEF tank related fault code, this
concern is addressed with a PCM calibration that is now available in Pathfinder
v114.
SSM 73632
(F-PACE)
LTB01125NAS1
(RR Velar)
On Sign-off
Customer may
report a whining or
whistle noise
coming from the
engine bay.
Diagnosis may lead to the discovery of metal shavings in the oil filter & pan.
This may be caused by the lower timing chain rubbing against the crankshaft
balancer. If you require technical support please raise a TA, otherwise submit
an EPQR for repaired vehicles. Note in the EPQR if SSM 72672 has been
completed on the vehicle.
Under
Investigation
Customer may
report an unusual
engine noise
UPS9817 Campaign N134 Potential Crankshaft Bearing Failure is being
published affecting 80 vehicles in the USA which must be placed on sales hold
pending further information on any required repair. Further information expected
by November 13th.
Vehicle
F-PACE
17 – 18MY
Diesel Only
17MY RR/RRS
5.0L SC
UPS9817
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Latest Vehicle Concern Fixes
Vehicle
Vehicles
equipped with
separate
Starter Pinion
and Starter
Motor Relays
18MY F-PACE
RR Velar with
2.0L Petrol
Engine
Customer
Concern
A customer may
complain of a
grinding noise
when starting the
vehicle.
A customer may
complain of an oil
leak from the
vehicle.
Details and Status
Publication
Diagnosis may reveal wear on the flex plate (may not affect complete
circumference). A possible cause for this complaint is the wiring for starter
pinion circuit and starter motor circuit reversed. Compare the installation
position including intermediate connectors in the circuit to the electrical diagram.
Under
Investigation
Inspect for evidence of a leak at the bottom of the bell housing. Use standard
diagnostic procedures such as UV dye or leak trace powder to determine the
source of the leak. If the leak is identified as coming from the rear main seal,
raise an EPQR which includes pictures with the transmission removed.
Under
Investigation
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Latest Vehicle Concern Fixes
Vehicle
Customer
Concern
Details and Status
Publication
F-PACE
17MY - On
A Customer may
report a rubbing
noise from the
front of the
vehicle.
A customer may report a concern relating to a noise from the right hand front
wheel area at slow speeds. The noise is more evident when a slight steering
input is applied to the steering wheel. The noise may be evident up to speeds
of approximately 20mph. This may be caused by harmonic resonance from the
front right halfshaft support bracket. There is a sound clip attached to SSM
73492 for reference. This noise will require the replacement of the halfshaft
support bracket.
JTB00577NAS1
On Sign -off
LR3 LR4
05 - 16MY
A Customer may
report a squeak
noise from the
steering gear.
A 'squeak' noise may be heard from the steering column area when turning the
steering wheel. This may caused by a lack of lubrication to the power steering
gear pinion seal. The replacement of the steering gear pinion seal will rectify
the concern. This re-issued TSB has updates to the parts section, VIN range
and addition of 3.0L S/C engines.
LTB00154NAS4
On Sign -off
The customer or
retailer reports the
steering wheel is
misaligned or the
vehicle pulls.
Jaguar Land Rover is trialing a new diagnostic procedure for steering wheel
alignment. Should a Customer express a concern, please raise an EPQR tilted
“Steering Wheel Angle diagnostic procedure” for the concern. A link to a Google
form will be provided in an EPQR response which will provide a procedure to
follow. Upon completion of the Google form an SRO will be provided back in the
EPQR.
This activity will run for 3 months from 10/31/17 to 01/31/17.
F-PACE
17MY - On
Land Rover
XCL
17MY -On
SSM 73630
Jaguar
SSM 73629
Land Rover
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Latest Vehicle Concern Fixes
Vehicle
Customer
Concern
Details and Status
Publication
RR Evoque
16MY - On
A customer may
report that with
vehicle parked,
the hands-free
tailgate opens on
it’s own.
The hands-free tailgate may unintentionally open during or after periods of rain
(or similar occasions where water has been applied to the rear of the vehicle)
when the Smart Key is within 1.2m of the tailgate. This may be caused by a
number of situations including water ingress around the rear fog lamp unit
causing the hands-free (gesture) tailgate module to respond as if it received a
gesture input. Should a Customer express a concern, please refer to TSB
LTB01112 for further information and repair guidance.
LTB01112NAS1
RR Evoque
Discovery
Sport
15MY - On
A Customer may
report a lack of
cooling from the
vehicle’s air
conditioning
system.
This may be caused by a loss of refrigerant in the air conditioning system due to
corrosion of the evaporator core. Should a Customer express a concern, please
verify the vehicle’s refrigerant charge level. Should the system charge level be
found to be low and a system leak check finds a leak at the evaporator core,
please refer to TSB LTB01120 for repair guidance.
LTB01120NAS1
Discovery
17MY
A Customer may
report a
temperature
difference
between left &
right front HVAC
vents.
A customer may report that there is a noticeable temperature difference
between the LH and RH HVAC vents when the temperatures selected on the
front integrated control panel are set to the same value. During diagnosis no
DTCs may be stored in the HVAC module. The cause may be a synchronization
loss with the blend door stepper motors. Should a Customer express a concern,
please refer to SSM73587 for repair guidance.
SSM73587
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Latest Vehicle Concern Fixes
Customer
Concern
Details and Status
Publication
RR Evoque
12MY - On
A Customer may
report that the
exhaust finisher is
corroded or
discolored.
The stainless steel exhaust finisher may become corroded or discolored due to
the steel retaining nuts causing galvanic corrosion. Should a Customer express
a concern, please refer to TSB LTB01111 to replace the exhaust finishers.
LTB01111NAS1
On Sign-off
Range Rover
13MY – On
RR Sport
14MY – On
RR Evoque
12MY - On
A Customer may
report the
appearance of
cracks in the
surface on the
inside of the
vehicle tailgate in
the area of the
hinge.
This may be caused by over extension of the tailgate. These surface cracks are
superficial in nature and do not pose a structural concern. TSB LTB01093 is
being updated to include Range Rover Evoque model variants. Should a
Customer express a concern, please refer to the TSB for repair guidance.
LTB01093NAS1
To Be Updated
Discovery
Sport
15MY - On
A Customer may
report a ticking
type body noise
coming from the
B-Pillar area.
TSB LTB00827 is being updated to address this concern. One key element to
the revision is the addition of using a PTFE spray lubricant to prevent rebonding of the E-coating cracked during the procedure. Should a customer
express a concern please ensure the procedures in the bulletin are performed
as written. Should a concern still remain after following all the bulletin steps,
please submit an TA case for further assistance.
LTB00827NAS7
Vehicle
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N124 and H056 Safety Recall
– full TFT Screen Intermittently Blank
Problem Definition
•
Instrument cluster goes blank intermittently for a minimum of 7sec, specific to Visteon Full TFT instrument cluster
•
Range Rover/Range Rover Sport 17MY
•
XF and F-PACE 17-18 MY; XE 18MY; XJ 16 – 17MY
Effect on Vehicle Operation
•
•
Cluster resets, going blank for at least 7s during which no legislated functions (speedo, warnings etc) are visible
Duration can be multiples of 7s if reset conditions are re-triggered on recovery.
Fix Implementation
•
Issue cut off in production on all cars 18th August 2017 with permanent corrective action made to cluster hardware.
Affected Population & Service Action Support
•
•
•
29,034 in USA and 4052 in Canada
Existing software download now available for some vehicle types with a 2hr download, Software-patching solutions in
development for all affected models which reduces download time to c.10 mins. Pathfinder solution available late Nov SDD 7th
Dec.
Owner Mailing by December 19th
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N124 and H056 Safety Recall
– Campaign Launch Timing
Vehicle
Line
Tool Type
2hr
Repair
Special App Repair
(approx. 10 mins)
Campaign
Launch
RR/RRS
17MY
Pathfinder
Available
Now
Due late Nov
8th Nov
XF/XE &
F-PACE
18MY
Pathfinder
Available
Now
Due late Nov
8th Nov
XJ
16-17MY
SDD
N/A
Not released yet
- Manual Patch est. Mid Nov
Mid Nov
XF &
F-PACE
17MY
SDD
Not
planned
Not released yet
- Due 7th Dec
- Investigating pull forward and
manual patch opportunity
7th Dec
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Questions Raised By Retailers
Vehicle
Customer Concern
XCL
The R1234YF Jaguar
recommended tool has been very
problematic and not user friendly.
Are there any improvements
available?
GR-8
We have owned our GR-8 for 22
months. (purchased 1-16). We are
still waiting on the updated control
head. We understand Midtronics is
relying on retailers to return there
old control heads. My question is,
Due to the fact we have had our
GR-8 for so long (before they were
sent out on auto shipment). Why
have we not received our updated
head?
Details and Status
Jaguar Land Rover has approved the Robinair AC1234-6
machine for use on JLR vehicles. This is available for purchase
through Bosch Service Solutions in addition to the Mahle/RTI
machine currently in use. Please refer to Service Bulletin 1322NAS / STE17-14 published July 19, 2017.
Raised By
Jim Lynch
Alvarez Jaguar
The list of retailers needing reworked GR8 control heads was
managed by Midtronics. Initially the first units went to retailers
with non-functioning units that they were aware of.
Reminder to those retailers that have not sent back in their GR8
control head cores or just receive one: Please send in your
core immediately after you receive your new unit. so we can
continue this project for all other retailers. Receiving back these
units is key to overall project completion.
Jake Stark
Land Rover
Flatirons
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Questions Raised By Retailers
Vehicle
Customer Concern
Details and Status
Raised By
RR Velar
Velar comes at PDI with
two, small tools in a baggie
in the center console or
glove box that we can not
identify what it is used for.
The tool pictured in the baggies are the removal tools for the spring clips
that retain the accessory convenience pack base mounting bracket to the
front seat headrest bars. The convenience pack consists of a coat hanger
or hooks that are easily removed from the base bracket. Port fitted
convenience packs will have these removal tools provided in the vehicle.
Mark Beaudrow
Cole European
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Questions Raised By Retailers
Spring retaining clip for convenience
pack base mounting
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Questions Raised By Retailers
Vehicle
Customer Concern
Details and Status
Raised By
XCL
What should we do with all these
rear brake noise concerns on
Jaguars and repeat front brake
noise from performance pads that
have already been chamfered.
Please submit an EPQR following SSM 58457 - Guidelines for
Submitting a Brake Noise EPQR for the rear brake squeal
concerns. This concern is under investigation.
For Land Rover High Performance front brakes. Vehicles that
have returned after LTB00857NAS5 has been performed.
Please submit a TA case with pictures of the chamfer applied to
the front brake pads.
Justin Matheny
JLR Chantilly
InControl
Touch Pro
Are there any updates on the
touch screen image shift concern
for the InControl Touch Pro fitted
systems. We are still getting
complaints even after the phase
3.0 has been performed.
Phase 3.0 did not contain the fix for the image shift. Software is
being developed to address this concern and is targeted for an
early December release.
Brandon Martz
Rosenthal Jaguar
XCL
We have been seeing a handful of
new vehicle PDI's that will not
activate the telematics system. If
you park the vehicle for a few
hours or days the vehicle will
usually/finally connect. Are there
any current server issues like we
have seen in the past with
activating telematics and if so will
there be a fix for the server?
Covered in the earlier slide presentation above.
Vern Wiesler
JLR North
Scottsdale
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Questions Raised By Retailers
Vehicle
Customer Concern
Details and Status
Raised By
Discovery
Sport
18MY
When activating navigation SD
cards on Discovery Sport 2018
Pathfinder prompts to update the
maps manually. We have tried to
update the maps manually but its
wants to charge us $120.00 To
update the maps, otherwise it's
asking for a scratch code. We
submitted EPQR 2454782. Is
there an updated step for PDI map
SD card activation for 2018MY
Discovery Sport?
This is the first report of this concern we have received. We are
investigating the concern. Thank you for reporting it.
Ernie Sandoval
Land Rover
Orlando
Electric
Vehicles
What is Dealer time table
requirements for electric car
charging preparedness? How
many charging stations will be
required for public use? How
many battery chargers will the
shop be required to install? Is
ABM the only Tool source
recommended at this time? Please
expand on dealer requirements.
For JLR Vehicle Equipment Charging Requirements, please
refer to Operations Bulletin 171808.005 published August 1st
2017 and posted to Infotrail and JBN. This document provides
comprehensive information on Retailer charging equipment
requirements and details of the roll out plan. Contact details for
ABM, JLR’s EV facilities management company, are provided.
Questions may also be sent to your local JLR Franchise
Development Manager.
Requirement for additional shop equipment is being finalized
and will be communicated to Retailers in Q1 2018 with a
planned deployment during Q2 2018.
Jim Lynch
Alvarez Jaguar
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THANK YOU!
Q&A