T3Q Dealer Best

Service Campaign T3Q Dealer Best Practice
Date: February 6, 2019
Attn: Dealer Principal/General Manager/Service Manager/Parts Manager
Subject: Service Campaign T3Q: 2019 VELOSTER D-AUDIO SOFTWARE UPDATE FOR REMOTE SERVICES NOT WORKING
(TSB #19-01-007H)
Updates To This Document
•
Date
02/06/19
Service Campaign T3Q Launch
***IMPORTANT Dealer Stock and Retail Vehicles***
Dealers must perform this campaign on all affected vehicles prior to customer retail delivery and whenever an affected vehicle is in the
shop for any maintenance or repair. When a vehicle arrives at the service department, access Hyundai Motor America’s “warranty vehicle
information” screen via WEBDCS to identify open campaigns.
Affected Vehicles
Hyundai has launched a Service Campaign to update the Display Audio (D-Audio) System software on certain 2019 Model Year Veloster
(JS). This software update corrects a condition where Blue Link remote services do not process.
The affected vehicles include:
•
Certain 2019MY Veloster (JS) – Equipped with Display Audio
Hyundai is initiating this action to ensure the safety and quality of its vehicles and the continued satisfaction of Hyundai customers.
Description
The Blue Link remote services on certain 2019MY Veloster (Equipped with Display Audio) may not process. This software update
corrects this condition.
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 (you can set separate
capacities for every recall/campaign), 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.
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.
• This campaign requires the vehicle to be on during the update process, make sure to park vehicle in a well ventilated
area during the repair.
• Do not remove the USB or turn off the ignition during the update, otherwise the update will not be completed properly.
• Proceed with the update only if the software version is the same as the causal software version
JS.USA.SOP.V098.180611.
Return – Review all completed campaign and repairs to answer any customer questions. Also, schedule the customer’s
next service.
• Confirm with customer that all remote services are working by asking them to send a remote service request using
the MyHyundai smart phone app.
Reconnect – Follow up for customer satisfaction.
Parts
One Update USB stick has been sent to each dealership. Additional USB sticks can be purchased through the PDC using applicable
part number.
Customer Notification
•
None
Thank you for your prompt attention to this important matter and continued commitment to Hyundai customers.
Hyundai Motor America
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