PC501

SERVICE CAMPAIGN
CAMPAIGN BULLETIN
CVT Software Update/Warranty Extension
Voluntary Service Campaign
Reference: PC501
Date: April 6, 2018
Attention: Retailer Principal, Sales, Parts and Service Managers
UPDATE April 6, 2018
Please discard earlier versions of this bulletin
The announcement from December 7, 2016 has been revised to include:
 The campaign repair has been revised to be software update only
 Retailers must submit any open campaign claims for diagnosis or repair for CVT concerns no later
than April 20, 2018 in order to have covered by this service campaign. After this date, all claims
for diagnosis or repair related to CVT concerns on vehicles affected by PC501 will be administered
under the Warranty Extension if still applicable
Affected Models/Years:
MY2013 JX35 (L50)
MY2014 QX60 (L50)
Affected
Population:
Retailer
Inventory:
SERVICE COMM
Activation date:
Stop Sale
In Effect
45,579
21
December 7, 2016
NO
***** Campaign Summary *****
INFINITI is conducting a Voluntary Service Campaign to reprogram the Transmission Control Module
(TCM) to improve CVT service diagnostics. This diagnostic software update will enhance the retailer’s
ability to diagnose client concerns regarding Continuously Variable Transmission (CVT) operation; it does
not repair any symptoms nor alter the drive characteristics of the vehicle. Specifically, the diagnostic
logic will store two new Diagnostic Trouble Codes when “Judder” symptoms occur on vehicles.


P17F0 – “Judder” caused by belt slip
PF171 – “Judder” caused by control valve
In addition to the installation of diagnostic software, INFINITI has extended the warranty coverage
on the CVT assembly (including internal CVT components, gaskets, and seals), CVT control valve
body, and torque converter from its original duration of 72 months/70,000 miles to 96
months/94,000 miles (whichever occurs first). Coverage of other vehicle components remains
unchanged, and all other terms, conditions, limitations and exclusions of INFINITI’s New Vehicle
Limited Warranty continue to apply.
NOTE:
1. The warranty extension applies to all non-hybrid 2013 JX35 manufactured between March 15,
2013 and June 14, 2013 and 2014 non-hybrid QX60 manufactured between May 16, 2013 and
September 20, 2014. Warranty coverage will be shown in Service Comm on the applicable
warranty screen and is not driven by a specific campaign ID.
2. This campaign will supersede any vehicles previously subjected to the Diagnostic Enhancement
Activity (PC358) announced on March 13, 2015.
PC501 | REVISION 1
***** What Retailers Should Do *****
1. Verify if vehicles are affected by this Voluntary Service Campaign using Service Comm I.D. PC501
2. Retailers should use campaign bulletin ITB16-048 to ensure that the most current TCM software is
installed and release the vehicle.
 If a client has existing CVT converns, retailers should verify the current applicability of the vehicle’s
warranty extension.
o If warranty is applicable, technicians should then test drive the vehicle. Upon completion of
the test drive, techs should check for DTCs and perform any repairs (if necessary).
NOTE: Retailers will need to follow the warranty process and obtain pre-approval from the
Powertrain Call Center (800-973-9992 Option 2) for any vehicles requiring CVT assemblies
to be replaced.
o
If warranty extension is no longer applicable, provide owners a repair estimate for test drive,
diagnosis, and repair.
3. Once CVT software is updated, retailers should submit the claim using the appropriate claims coding
provided and release the vehicle.
***** Release Schedule *****
Parts
The software for this diagnostic software update is available on ASIST. No other
parts are necessary.
Repair
 ITB16-048
NOTE: The campaign bulletin is available on ASIST and NNAnet
INFINITI notified owners of all potentially affected vehicles in December, 2016 via
U.S. Mail.
Owner
Notification
***** Claims Information *****
Retailers must submit any open campaign claims for diagnosis or repair for CVT concerns no later
than April 20, 2018 in order to have covered by this service campaign. After this date, all claims for
diagnosis or repair related to CVT concerns on vehicles affected by PC501 will be administered under
the Warranty Extension if still applicable
***** Retailer’s Responsibility *****
It is the retailer’s responsibility to check SERVICE COMM or DBS National Service History – Open
Campaign using the appropriate Campaign I.D. for the campaign status on each vehicle falling within
the range of this voluntary service campaign which for any reason enters the service department. This
includes vehicles purchased from private parties or presented by transient (tourist) owners and
vehicles in retailer inventory. If a VIN subject to this voluntary service campaign was part of a retailer
trade, the letter associated with that VIN should be forwarded to the appropriate retailer for service
completion.
Frequently Asked Questions (FAQ):
Q.
Is this a Stop Sale?
A.
No.
PC501 | REVISION 1
Q.
Is this a safety recall?
A.
No.
Q.
What is the reason for this Voluntary Service Campaign?
A.
This diagnostic software update will enhance the retailer’s ability to better diagnose and
service the CVT by including two new Diagnostic Trouble Codes (DTCs).
In addition to the installation of diagnostic software, INFINITI will also extend the warranty
coverage on the CVT assembly (including internal CVT components, gaskets, and seals), CVT
control valve body, and torque converter from its original duration of 72 months/70,000
miles to 96 months/94,000 miles (whichever occurs first). Coverage of other vehicle
components remains unchanged, and all other terms, conditions, limitations and exclusions of
INFINITI’s New Vehicle Limited Warranty continue to apply.
Q.
What will be the corrective action?
A.
Retailers should install the updated CVT software in affected vehicles. No additional
diagnosis or repair is required
Q.
How long will the corrective action take?
A.
It should take approximately 1 hour to reprogram the Continually Variable Transmission
(“CVT”) software. Your retailer may require your vehicle for a longer period of time based on
their work schedule.
Q.
What can I expect after the software is installed?
A.
The software update will enhance the retailer’s ability to duplicate client concerns regarding
CVT operation and determine any appropriate repairs. This update does not affect the drive
characteristics of your vehicle or remedy any symptoms.
Q.
When will vehicle owners be notified?
A.
INFINITI notified owners in December 2016, asking them to bring their vehicles to an
authorized INFINITI retailer to have their CVT software updated.
Q.
Are there any parts required for the retailer to perform this action?
A.
No.
Q.
Is my vehicle safe to drive?
A.
Yes.
PC501 | REVISION 1
Q.
Do I need to make an appointment in advance?
A.
Yes. An appointment made in advance might be helpful to ensure that your INFINITI retailer
can complete the update at your convenience.
Q.
Will a loaner vehicle be provided while the retailer is servicing the vehicle?
A.
INFINITI may provide a courtesy vehicle for the client to use while their vehicle is being
serviced. Courtesy vehicles are subject to availability and not guaranteed. Please check with
your retailer for availability and further details.
If parts replacement is necessary, rental is available while parts are on order:
EXPENSE CODE
DESCRIPTION
AMOUNT
502
Rental Expense
$180 (Max)
Contact the Warranty claims call center 1-800-933-3712 Option 7, if additional expense is required.
Q.
I have lost confidence in the vehicle. Will INFINITI replace or repurchase the vehicle?
A.
This campaign action is being conducted for client satisfaction purposes. The software is not
correcting any deficiency nor altering the drive characteristics of the vehicle, so there is no
basis for replacing or repurchasing the vehicle.
Q.
Is there any charge for this update?
A.
No, your INFINITI retailer will reprogram the TCM at no charge to you for parts or labor.
Q.
I did not receive a letter, how can I tell if my vehicle is eligible?
A.
Please provide your vehicle identification number (VIN) so that I can check if your vehicle is
included in this activity.
Q.
Will I have to take my vehicle back to the selling retailer to have the service performed?
A.
No, any authorized INFINITI retailer is able to perform this diagnostic software update.
For Consumer Affairs: Please inform us of the retailer where you would like to have the
corrective action completed.
Q.
If a client previously paid for CVT repairs or replacement are they eligible for reimbursement?
A.
Clients may be eligible for reimbursement for any repairs that were previously performed for
this issue using client pay or partial goodwill. Retailers with client reimbursement concerns
may refer to the following:

If you have additional questions regarding this program, you can visit
www.INFINITIAssist.com or contact INFINITI Consumer Affairs @ 1-888-833-3216
PC501 | REVISION 1

If you have previously paid for repairs to your CVT within the time and mileage limits of
this new extended warranty, we ask you to visit www.INFINITIAssist.com, download the
reimbursement claim form and and follow the instructions on the website once they have
gathered the following necessary documentation:
o Repair order(s)
o Proof of payment (may be on repair order(s))
o Proof of ownership if repair is over $1,000
Q.
How many vehicles are involved in the campaign?
A.
A total of 50,083 vehicles are potentially affected.
Region
USA
Canada
Guam
Puerto Rico
TOTAL
Total
45,418
4,504
21
140
50,083
Make/Model
MY2013 JX35 (L50)
MY2014 QX60 (L50)
Dates of Manufacture
March 15, 2013 – June 14, 2013
May 16,2013 – September 20, 2014
Q.
Are you experiencing this condition on any other INFINITI (or INFINITI) models?
A.
Yes. Certain MY2013-14 non-hybrid Nissan Pathfinder vehicles may also be eligible to
receive this diagnostic software update.
Revision History:
Date
December 7, 2016
Announcement
Original
January 27, 2017
Parts Update
March 15, 2017
Parts Update 2
April 6, 2018
Revision 1
Purpose
New campaign announcement
Parts restriction notification for
remanufactured CVT assemblies
310CM3WX0DRE & 310CM3WX0ERE
Campaign Bulletin revision to address part
change
Revision to repair (now software update only).
Any diagnosis or repair related to CVT
concerns will be administered under the
Warranty Extension if still applicable.
PC501 | REVISION 1