5NP-H9R6R-02

Recall 953 Dealer Best Practice
Date: January 17, 2019
Attn: Dealer Principal/General Manager/Service Manager/Parts Manager
Subject: Service Campaign 953: ECM & Cluster Update (TSB #19-01-002 supersedes TSB#18-01-027-2) – UPDATED v8
Updates To This Document
•
Date
Update: Added verbiage to include “Contact Warranty Prior Approval (PA)” if DTC Code P132600 is set and
Campaign T3G is not applicable. Updated template.
01/17/19
***IMPORTANT Retail Vehicles***
As required by federal law, dealers must not deliver new vehicles for sale or for lease to customers until all open recalls have been performed.
Dealers should also perform all open recalls on used vehicles, demo and rental vehicles prior to placing them into customer use and whenever
an affected vehicle is in the shop for any maintenance or repair.
Affected Vehicles
Hyundai has launched a Product Improvement Campaign to perform a knock sensor software update on the subject vehicles.
The affected vehicles include:
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•
•
•
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Certain 2011-2014 MY Sonata (YF) vehicles with 2.4L and 2.0L Turbo engines
Certain 2015-2018 MY Sonata (LF) vehicles with 2.4L and 2.0L Turbo engines
Certain 2013-2018 MY Santa Fe Sport (AN) vehicles with 2.4L and 2.0L Turbo engines
Certain 2014-2015 MY Tucson (LM) vehicles with 2.4L engines
Certain 2018 MY Tucson (TL) vehicles with 2.4L engines
Hyundai is initiating this action to ensure the safety and quality of its vehicles and the continued satisfaction of Hyundai customers.
Description
The software update installs a newly developed Knock Sensor Detection System (KSDS) that detects vibrations indicating the onset of
excessive connecting rod bearing wear in the engine. The KSDS is designed to alert a vehicle driver at an early stage of bearing wear
before the occurrence of engine damage. If vibrations caused by bearing wear start to occur, the Malfunction Indicator Lamp (MIL) will
blink continuously, an audible chime will sound, and the vehicle will be placed in Limp Home Mode. At that time, Diagnostic Trouble Code
(DTC) P132600, specific to the KSDS, will be recorded in the ECM. The vehicle can continue to be operated for a limited time in Limp
Home Mode, but it will accelerate slowly and have a reduced maximum speed with RPMs limited to approximately 1800-2000 RPM.
The update will be done free of charge to customers and will only involve the addition of the KSDS software update.
Service Action
Reservation – Always check the Vehicle Information Screen in WebDCS for open campaigns and recalls, and
advise the customer on time requirements.
Readiness – Review this announcement and the accompanying FAQs with all Service and Parts staff including
Reservationist/BDC. Also, complete all applicable training, check your reservation capacity settings, confirm email
addresses for campaign appointments, and that you have all necessary tools, campaign parts and shop equipment as
needed.
• This campaign can be completed quickly and does not require a hoist.
• Dealers should consider a workspace that offers the technicians the appropriate vehicle and Wi-Fi access that also
ensures high frequency completion rates.
Reception – Always check the Vehicle Information Screen in WebDCS for open campaigns and recalls, and print a
copy for technicians. Provide SRC or an alternative vehicle, as needed. If a customer has declined the campaign,
note this on the repair order and request the customer’s signature next to the statement.
Repair – Always plug in the GDS before starting the repair. Make sure to complete an MPI on all vehicles and Quality
Control your work.
• Perform any open Recalls prior to performing Service Campaign 953
• TSB #19-01-002 (supersedes TSB#18-01-027-2) provides vehicle service procedures, affected VIN production range,
and warranty claim information.
Return – Review all completed campaign and repairs to answer any customer questions. Also, schedule the customer’s
next service.
• It’s important to explain to each customer during the return step of the service process what happens with their
vehicle if abnormal engine bearing noise is detected. If the customer experiences a flashing MIL and restricted
performance, let them know they should return to the dealership to have the condition covered by the campaign and
warranty.
2015 Sonata and 2015 Santa Fe Sport
• In the event DTC code P132600 is set after the campaign software update is performed, refer to TSB#
18-01-032 (campaign T3G) to inspect the vehicle and install a wire harness extension or replacement
engine based on the inspection results.
• Please note: The DTC code may not set until vehicle is test driven through a normal drive cycle.
• Campaign T3G will not show as an open campaign in WebDCS and is for warranty claim submission
purposes, or alternative vehicle.
• If the customer needs an engine replacement, be prepared to place them into a Service Rental Car (SRC),
or alternative vehicle.
2011-14 and 2016-18 Sonata, 2013-14 and 2016-18 Santa Fe Sport, and 2014-15 and 2018 Tucson
• In the event DTC code P132600 is set after the campaign software update is performed, down the
customer’s vehicle and contact Warranty Prior Approval (PA) for instruction.
• Please note: The DTC code may not set until vehicle is test driven through a normal drive cycle.
• If the customer needs alternate transportation, be prepared to place them into a Service Rental Car
(SRC), or alternative vehicle.
Reconnect – Follow up for customer satisfaction.
Parts
This campaign is a software update only. In the event any parts are needed, please proceed with ordering OE parts as outlined in the
corresponding TSB(s).
Customer Notification
Hyundai will notify all owners of the vehicles described above and strongly encourage them to return their vehicles to their Hyundai dealers
for the service procedure as soon as possible. The owner notification schedule is a follows:
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2015 Sonatas: November, 2018.
2015 Santa Fe Sport: December 2018
2011-2014 Sonata: Beginning late-December through early 2019
Remaining vehicles: Early 2019
Thank you for your prompt attention to this important matter and continued commitment to Hyundai customers.
Hyundai Motor America
Customer FAQ
Q1: Why is Hyundai conducting this Product Improvement Campaign?
A1: Hyundai is conducting this Product Improvement Campaign to ensure the satisfaction of its customers.
Q2: What vehicles are covered by this Product Improvement Campaign?
A2: This Product Improvement Campaign covers 2011-2018 model year Sonata and 2013-2018 Santa Fe Sport vehicles equipped
with 2.4L GDI and 2.0L Turbo GDI engines and 2014-15 and 2018 model year Tucson vehicles with 2.4L engines.
Q3: What will be done during the Product Improvement Campaign at the dealer?
A3: The knock sensor detection system being installed is able to alert customers at an early stage of bearing wear before the
occurrence of engine damage. This will allow customers to get their vehicle to a Hyundai dealer for repair.
Q4: What will happen if the knock sensor detects bearing wear?
A4: If excessive bearing wear is detected after the knock sensor detection system software update has been completed, the following
will occur:
1. The Malfunction Indicator Lamp (MIL) will blink continuously, an audible chime will sound and the vehicle will be placed in a
reduced power and acceleration mode [referred to as “Limp Home Mode”].
Malfunction Indicator Lamp (MIL)
2. The vehicle can continue to be operated for a limited time in Limp Home Mode to permit the customer to drive the vehicle to
a safe location, but it will accelerate slowly and have a reduced maximum speed. Engine RPMs will be limited to
approximately 1800-2000 RPM. This means the maximum vehicle speed will be limited to approximately 65 mph or less
depending on vehicle loading and road conditions.
3. Should the above occur in your vehicle (blinking MIL and Limp Home Mode), contact your dealer immediately to have your
vehicle inspected.
Q5: How long will it take for the software update?
A5: It is always suggested that customers contact their local Hyundai dealer to schedule a service appointment. The dealer can
advise on the time needed for the repair.
Q6: Will other Hyundai vehicles get this update?
A6: Hyundai is currently evaluating the deployment of the knock sensor detection system in additional vehicles and model years.
Q7: If the knock sensor is activated and bearing wear is identified, what is the repair that will take place?
A7: Hyundai dealers will inspect, and if necessary, replace the engine.
Q8: When will owners be notified?
A8: Hyundai notified customers of 2015 Sonata customers early November, 2018 and 2015 Santa Fe Sport vehicles in December,
2018. Customers of 2011-14 Sonatas began late December, 2018 and will continue early into 2019. The remaining vehicles will be
notified early 2019. Ongoing notifications for other model years are being finalized. If a customer wishes to have the dealer inspect
their vehicle before receiving the Product Improvement Campaign notification, they can contact their Hyundai dealer to schedule an
appointment.
Q9: My vehicle is affected by this Product Improvement Campaign. When should I have the campaign procedure completed
on my vehicle?
A9: Hyundai strongly encourages customers to return their vehicles to their Hyundai dealers for the service procedure as soon as
possible.
Q10: What if I have already paid for engine repairs?
A10: Hyundai has a Reimbursement Program in place if you previously had any repairs or expenses related to this Product
Improvement Campaign. Submit a request for reimbursement online at www.HyundaiUSA.com/campaignhome.
.
Key Contact Information
Contact Information
Dealer Support
Description
Parts
[email protected]
1-800-545-4515
Parts ordering hotline
Techline
1‐800‐325‐6604
Warranty HELPREP Line
1‐877‐446‐2922
Vehicle Technical Support for Hyundai Dealer
Technicians
Warranty Claim questions for Hyundai Dealers
Warranty Prior Approval (PA) Center
1‐844-371-3808
Warranty Prior Approval (PA) Center for Hyundai Dealers
Xtime Technical Support
[email protected]
1‐866‐984‐6355
Assistance with Car Care Scheduling:
• Appointment / Shop Capacity Management /
Campaign Integration / Operation Codes
AutoLoop Technical Support
[email protected]
1-877-850-2010
CDK Technical Support
https://serviceconnect.support.cdk.com/
Assistance with Car Care Scheduling:
• Appointment / Shop Capacity Management /
Campaign Integration / Operation Codes
Assistance with Car Care Scheduling:
• Appointment / Shop Capacity Management /
Campaign Integration / Operation Codes
Customer Support
Contact Information
Description
Hyundai Customer Care Center
(Recall /Campaign Questions)
1‐855‐671‐3059
Customer questions or concerns related to recall or
service campaigns
Hyundai Recall / Campaign
Website
Hyundai Customer Care Center
(General Questions)
www.hyundaiusa.com/recall
Updated information related to the specific recall or
service campaign
Customers general questions, non‐campaign
related
Hyundai Roadside Assistance
1-800-243-7766
1‐800‐633‐5151
Hyundai Roadside Assistance
Key Reference Information
Name
Campaign Central
Car Care Scheduling (Xtime) - Tutorials
Car Care Scheduling (Xtime) - Recall Appointment
Notification
Parts – Campaign Parts Management (CPM)
Procedure
Source
Consolidated repository of recall and service campaign dealer best practices.
Located on the service tab homepage in www.HyundaiDealer.com
www.HyundaiDealer.com > Service > Dealer Resources > Documents Library >
Car Care Scheduling
1.
2.
3.
4.
5.
Log into Xtime
Under the menu at the top left, select ‘CONFIGURE’
Under the dealership tab, click “EMAIL COMMUNICATION”
Slide the toggle to “ADVANCED”
Populate as many e-mails as desired in the “PARTS DESK EMAIL FIELD”
As applicable; www.HyundaiDealer.com > Parts > Documents Library >
Campaign Parts Management
Service Rental Car (SRC) Program
www.HyundaiDealer.com > Service tab > SRC Fleet Mgmt Software
Technical Service Bulletin (TSB)
Uncompleted Campaign VIN Listing
www.HyundaiDealer.com > Service tab > Hyundai Tech Info
A listing of vehicles is located on WEBDCS> SERVICE tab> select
UNCOMPLETED CAMPAIGN VIN LISTING
– Dealer Stock (New, SRC, CPO, etc.) and Retailed.
Recall Campaign Website
NHTSA Website
www.hyundaiusa.com/recall
www.safercar.gov
Appendix
Updates To Previous Versions of this Document
Date
•
16-18MY Sonata, 16-18MY Santa Fe Sport, 14-15MY and 18MY Tucson vehicles added to Service Campaign
953. Updated TSB#19-01-002 supersedes TSB#18-01-027-2.
01/10/19
•
2011-2014 Sonata and 2013-2014 Santa Fe Sport only: In the event DTC code P132600 is set after Service
Campaign 953 is performed: Down vehicle and provide SRC.
12/17/18
•
Update: 2015 Santa Fe Sport vehicles repair process outlined for each model and model year in the event
DTC code P132600 is set after Service Campaign 953 is performed
12/12/18
•
•
2011-2014 Sonata and 2013- 2014 Santa Fe Sport vehicles added to Service Campaign 953.
Repair process outlined for each model and model year in the event DTC code P132600 is set after Service
Campaign 953 is performed
12/07/18
•
2015 Santa Fe Sport vehicles added to Service Campaign 953.
11/08/18
•
2015 Sonata only: In the event DTC code P132600 is set after Service Campaign 953 is performed, refer to
TSB #18-01-032 (campaign T3G) for the service procedure and Special Service Tools information.
10/17/18
•
2015 Sonata only: Initial communication to dealers.
08/09/18