TT245

Volume 245 - December 2018
2019 Outlander PHEV
that they feel can be easily resolved by
identifying when, how, and where the failure
occurred.
Vehicle Technical Info . . . . . . . . . page 1
Two of these items are related to the loss of
Key Fob registration and tire/wheel
imbalance. To gather additional information
related to these two topics MMC/MMNA are
releasing two questionnaires that will help
MMC identify how these failures are
happening. MMNA is requesting its dealer
body to assist in this measure and use these
questionnaires
during
the
customer
interview process.
Training News . . . . . . . . . . . . . . . . page 9
Techline Information . . . . . . . . . . page 10
MEDIC Information . . . . . . . . . . . . page 10
Bulletin Review . . . . . . . . . . . . . . . page 10
Please print a copy of the appropriate
questionnaire from the MDL and complete
the document when reviewing the failure
with the customer at the time of vehicle
writeup. To find a copy of any questionnaire
provided by MMNA please go to:
MDL > service > service tech resources >
Service Related Items > Worksheets,
Questionnaires, Job Aids
Be sure to read the important article
“TAKATA AIR BAG VIDEO & QUIZ,” in Group
60 on page 4 in this Tech Talk.
Once the correct questionnaire is completed,
please email the document to:
GROUP 00 - General
TIN-18-00-011: INITIAL QUALITY SURVEY
(IQS) ISSUES: KEY FOB REGISTRATION,
TIRE/WHEEL IMBALANCE — 2018-19 Eclipse
Cross, Outlander, Outlander PHEV, Outlander
Sport/RVR.
TIN-18-00-011 was released recently and
states:
“MMNA is currently working with MMC (Japan)
in an attempt to reduce the number of
vehicles that must be repaired during the first
90 days of ownership. This initiative is aimed
at increasing new Mitsubishi owner's
perception of their recently purchased
vehicle. This initiative is also known as IQS or
Initial Quality Survey, and increasing these
scores is critical in making Mitsubishi vehicles
better known in the US market. MMC has
identified a small number of frequent repairs
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[email protected].
Thank you for participating in increasing
brand awareness and making Mitsubishi
vehicles better for our customers.”
NOTE: The questionnaires noted above are also
reprinted at the end of this Tech Talk.
TIN-18-00-012: SIMPLE WAYS TO IMPROVE
CUSTOMER SATISFACTION & FIX RIGHT FIRST
TIME — All models and years.
TIN-18-00-012 was released recently and
states:
“Customer satisfaction (CSI) is a critical
component in the long-term success of a
dealership. A highly satisfied Service
customer is much more likely to return for
future services – increasing your service sales
and retention. In addition, once it is time for a
new vehicle, the likelihood that they will
purchase their next new vehicle from your
store also increases significantly.
GROUP 51 - Exterior
Fixing a vehicle Right the First Time is the
biggest contributor to customer satisfaction
– Mitsubishi dealers have been doing a very
good job in this important metric. However,
there is always room for improvement.
If you encounter a washer fluid leak for which
you plan to replace a WASHER FLUID TANK or
MOTOR under warranty, please replace the
whole washer tank assembly instead (8
pieces, see table and image below).
As evidenced by customer verbatim
comments, getting to the next level requires
paying extra attention to the details and
making sure we have the basics covered.
MMNA needs to collect 5 full sets for
investigation purposes. Please remove the
parts as a set and keep them undisturbed as
much as possible. MMNA will request the
parts through the Warranty Material Return
System. Please send the parts as soon as you
receive the Material Return Report. We highly
appreciate your help and cooperation.
 WASHER TANK LEAKING —
2016-18 Outlander Sport/RVR.
The following four items are concerns that
kept some customers from giving an
Extremely Satisfied response to our customer
satisfaction survey. Paying closer attention to
these items and ensuring they are addressed
prior to vehicle delivery, is a simple way to
immediately improve CSI:
1) Tire Pressure / TPMS issues – make sure tire
pressures are properly set on all four (or five)
tires and the TPMS light is not illuminated
2) Service Reminder Reset – ensure the
Service Reminder is properly reset after every
service
3) Engine Oil Leak – clean-up any oil residue
resulting from draining the oil and removing
the oil filter – if there truly is an actual oil leak,
make sure the customer is advised
4) Topping Off Fluids – ensure all fluids are
topped off during a service
More attention to these 4 details, combined
with your other Customer Satisfaction
efforts, will maximize the probability of
receiving an Extremely Satisfied response.
Another important practice is to complete
any Open Recalls while the vehicle is at your
store – this will demonstrate your
dealership's concern for the customer's
safety and generate some additional revenue.
Fixing vehicles right the first time and
maximizing Customer Satisfaction will help
you build a core of devoted customers – it can
also be considered an investment in the
future success of your business.”
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1
8260A274
Cap
2
8260A097
Hose, Filler
3
8260A218
Hose, Filler
4
8260A099
Grommet
5
8260A395
Tank
6
8260A406
Sensor, Fluid Level
7
8260A161
Gasket
8
8260A217
Motor
GROUP 54 - Chassis Electrical
 PHEV KEY TAG WITH REMOTE CONTROL
SSID & PASSWORD LOST OR MISSING — 2018
Outlander PHEV.
Outlander PHEV vehicles come with a remote
control
registration
card
with
WiFi
information attached to the F.A.S.T. Key. The
card contains the required ID and password
for customers to register their smartphone
using the MiEV Remote Control II app.
1. On the System Select screen, select
“EV/MiEV Remote System” from the System
List.
Key Tag with Remote Control Registration Card
2. On the EV/MiEV Remote System screen,
click on Special Function.
3. On the Special Function screen, click on
Wireless LAN information.
Front of Key Tag
Back of Key Tag
4. On the Wireless LAN information screen,
print out the screen or write down the SSID
and password for the customer.
If this Remote Control registration card is lost
or missing, the EV remote SSID and password
can be obtained using MUT-III SE. Use the
following steps to obtain the ID and password
for the specific vehicle.
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Dealers
must
review
the
Warranty
Superscreen to confirm if any vehicles in their
new or used vehicle inventories are affected,
and conduct this campaign prior to delivering
them. When checking for applicability of this
campaign (C1603A), please check for and
complete any other open campaigns. Always
obtain the customer's approval before
completing a campaign on a customer owned
vehicle.”
GROUP 60 - Recalls
TIN-16-SR-002-B: LANCER PASSENGER SIDE
FRONTAL AIR BAG INFLATOR – SAFETY
RECALL CAMPAIGN - REVISED — 2006 – 2007
Lancer.
TIN-16-SR-002-B was released recently and
states:
IMPORTANT
Affected new or used inventory vehicles must be
repaired before the vehicle is sold/delivered. Dealers
must check their inventory vehicles' VINs on the
Warranty Superscreen to verify whether the vehicle
is involved in this recall campaign. It is a violation of
Federal law for a dealer to sell/deliver a new motor
vehicle or any new or used item of motor vehicle
equipment (including a tire) covered by the
notification under a sale or lease until the defect or
noncompliance is remedied.
“Replacement
part # 7030A844 for
SR-16-002, “Lancer Passenger Side Frontal Air
Bag Inflator - Safety Recall Campaign,” has
been discontinued and is being superseded
by part # 7030A977. A revised bulletin,
SR-16-002REV, “Lancer Passenger Side
Frontal Air Inflator – Safety Recall Campaign
- Revised,” is being released today, to provide
instructions for the installation of part #
7030A977. The installation instructions have
changed to apply specifically to part #
7030A977.
Please
ensure
the
new
instructions are reviewed prior to
installation of part # 7030A977. No
notification letters are being mailed to
owners as a result of this bulletin revision.
S
TAKATA AIR BAG VIDEO & QUIZ — 2012-17
i-MiEV, 2004-07 Lancer, Lancer Evolution,
Lancer Sportback, and 2006-09 Raider.
On November 27, 2018, a dealer letter was
sent to all dealers and states:
“Earlier this month, we posted a very
important message on the Mitsubishi Dealer
Link, from our President and CEO, Fred Diaz,
regarding the Takata Air Bag Recall. First
announced in 2014, it is by far the largest
safety recall ever conducted by the
automotive industry.
If campaign C1603A was performed
using part # 7030A844 on a vehicle on or
prior to today, November 30, 2018, the
recall claims must be entered into the
Warranty system by December 14, 2018.
S
Repairs made after December 4, 2018,
using part # 7030A844, on vehicles that
have not had the recall already
completed, will not be eligible for
reimbursement.
Please see Parts Bulletin OP-LN-01-18 for
instructions on returning unused part #
7030A844 in your inventory.
In the video, Mr. Diaz talks about the Takata
Air Bag recall, the steps we have taken, and
the progress we have made as a company. If
you haven't done so already, please take a
moment to view this video.
Some Authorized Mitsubishi Motors dealers
have been force allocated new inflator part
# 7030A977 stock based on their on-hand
inventory of inflator part # 7030A844. Parts
shipments were processed via the 'R' order
type and started shipping along with your
scheduled
stock
order
beginning
11/29/2018. Dealers may place additional
orders via the MDL. Please refer to Parts
Bulletin
OP-LN-01-18
for
additional
information.
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Starting November 27th, we've added this
video to the Mitsubishi Academy website
along with a Takata Air Bag Video quiz. You
can access the Academy website on the MDL.
The course code is TABV. We encourage
everyone at the dealership to watch this
video and then complete the quiz as soon as
possible.
Our mission is to account for 100% of
Mitsubishi vehicles affected by the Takata
recall by the end of 2019. To achieve this goal,
it will require teamwork between all of us at
MMNA and our dealers. With the Takata recall
information provided in this video and the
subsequent quiz, we can help to increase
consumer awareness and get these
dangerous inflators removed from all
affected Mitsubishi vehicles.
Check with your District Parts and Service
Manager for your individual dealership Takata
completion percentage. If you are not at a
100% completion, please ensure you and your
staff are doing everything possible to take
care of these vehicles when they are at your
dealer. Start by having your service team
check for open recalls in the Vehicle Inquiry
Superscreen for all vehicles coming through
the service drive.
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Develop a Takata action plan at your
dealership – your DPSM can assist with
building a plan. Conduct a service meeting,
including technicians, to review your
dealership performance. By taking these
simple, necessary steps, we will increase our
Takata recall completions.
Thank you in advance for your immediate
attention. Should you have any questions,
please do not hesitate to contact your District
Parts and Service Manager.“
NOTE: All dealership staff are encouraged to
watch this video and complete the quiz as soon
as possible.
Log on to Mitsubishi Academy, and search for
Course Code TABV.
Following are the questionnaires described in the article on page 1, “TIN-18-00-011: INITIAL
QUALITY SURVEY (IQS) ISSUES: KEY FOB REGISTRATION, TIRE/WHEEL IMBALANCE — 2018-19
Eclipse Cross, Outlander, Outlander PHEV, Outlander Sport/RVR.”
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Technical Training Schedule
January - February 2019
Always check MDL for schedule updates. Since Mobile Training does not appear on the calendars
below, contact your District Parts & Service Manager for information about Mobile Training in your
area.
NORTHEAST REGION
New Jersey Technical Training Center
SOUTHEAST REGION
Atlanta Technical Training Center
CENTRAL REGION
Bloomington/Normal, IL Technical Training Center
CENTRAL REGION
Dallas Technical Training Center
WEST REGION
California Technical Training Center
The fourth quarter technical quiz (TQ0418) will end at midnight on 12/31/2018. The first quarter
technical quiz of 2019 (TQ0119) will be available on 1/1/2019 through midnight 3/31/2019. Successful
completion of the technical quizzes are required for Service Technicians who wish to obtain or
maintain DiamondPro Certification.
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HOURS OF OPERATION:
Monday — Friday 6:30 am - 3:30 pm
Pacific Time
Techline is closed every other THURSDAY
9:30 - 10:30 A.M. (PST) for a staff meeting.
HOURS OF OPERATION:
Monday — Friday 7:00 am - 4:00 pm
Pacific Time
MEDIC Hotline will assist with MEDIC &
Scan Tool hardware or software issues.
Since Tech Talk 244 the following
bulletins have been released.
2018 Technical Service Bulletins, Safety Recalls, & Service Campaigns
Date Posted
Publication
Number
Publication Title
Applicable Models
11/30/2018
SR-16-002REV
Lancer Passenger Side Frontal Air Bag
Inflator - Safety Recall Campaign - Revision
2006-07 Lancer
12/14/2018
TSB-18-13-003
Engine Does Not Restart and/or Failsafe
Mode Occurs Due to Frozen Relays
2008-17 Lancer, 2008-15 Lancer Evolution,
2010-14 Lancer Sportback, 2014-19 Mirage,
2017-19 Mirage G4, 2007-19 Outlander,
2011-19 Outlander Sport
12/14/2018
TSB-18-54-011
Door & Window Lock Switches Stick at
Driver's Door
2018-19 Eclipse Cross
Since Tech Talk 244, the following
TINs/ATINs have been released.
2018 Technical Information Notices, Advance Technical Information Notices
Date Posted
Publication
Number
Publication Title
Applicable Models
11/30/2018
TIN-16-SR-002-B
Lancer Passenger Side Frontal Air Inflator –
Safety Recall Campaign - Revised
2006-07 Lancer
12/4/2018
TIN-18-00-011
Initial Quality Survey (IQS) Issues: Key Fob
Registration, Tire/Wheel Imbalance
2018-19 Eclipse Cross, Outlander,
Outlander PHEV, Outlander Sport
12/6/2018
TIN-18-00-012
Simple Ways to Improve Customer
Satisfaction & Fix Right First Time
All models and years
 2018 Mitsubishi Motors North America, Inc.
The information contained in this bulletin is subject to change. For the latest version of this document, go to the
Mitsubishi Dealer Link, MEDIC, or the Mitsubishi Service Information website (www.mitsubishitechinfo.com).
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