953 Dealer Best

Service Campaign 953 Dealer Best Practice
Date: February 15, 2019
Attn: Dealer Principal/General Manager/Service Manager/Parts Manager
Subject: Service Campaign 953: ECM & Cluster Update (TSB #19-01-002H-1 supersedes TSB#19-01-002) – UPDATED v9
Updates To This Document
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Date
Update: Added Extended Warranty Coverage to description, details to Service Actions and updated FAQs.
“Limp Home Mode” is now referred to as “Engine Protection Mode”. Updated TSB reference for Campaign 953
and T3G.
02/15/19
***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 applicable vehicles.
The affected vehicles include:
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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
Hyundai has developed a new engine monitoring technology called a Knock Sensor Detection System (KSDS). The technology uses
software innovations and leverages existing engine sensors to continuously monitor for symptoms that may precede an engine failure.
Watch this video to learn more.
The KSDS software continuously monitors engine vibrations for unusual patterns that develop as an engine connecting rod bearing
wears abnormally that could later cause engine seizure. If vibrations caused by bearing wear start to occur, the malfunction indicator
lamp will blink continuously, an audible chime will sound and the vehicle will be placed in a temporary engine protection mode with
reduced power and acceleration. At that time, Diagnostic Trouble Code (DTC) P132600 will be recorded in the ECM.
In addition, Hyundai will extend the warranty to 10 years and 120,000 miles (up from 100,000 miles) for original and subsequent owners
of the covered vehicles for engine repairs needed because of excessive connecting rod bearing damage.
Service Action
Reservation – Always check the Vehicle Information Screen in WebDCS for open campaigns and recalls, and
advise the customer on time requirements.
• As this is a high volume campaign, make sure to check your appointment reservation settings and verify customer
information. This will help reduce unplanned work and speed up the customer check in process.
• Make sure to review Blue Link alerts with DTC P132600 and reach out accordingly.
• Provide customer with transportation options such as SRC or alternative vehicle.
•
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When a customer’s vehicle is eligible for 953, please explain: “Hyundai developed a new engine monitoring
technology that uses software innovations and existing engine sensors to continuously monitor for symptoms that
may precede an engine failure. Your vehicle is eligible for this product improvement campaign at no cost, may I add
it to your service order today?”
If the customer declines, please follow up: “We can schedule the procedure at a better time for you. When would
that be?”
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.
• Dealers should consider a workspace that offers the technicians the appropriate vehicle and Wi-Fi access that also
ensures high frequency completion rates.
• Prepare for unplanned work and make sure there is sufficient staff on the service drive to keep vehicles moving
through the shop.
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.
• When a customer’s vehicle is eligible for 953, please explain: “Hyundai developed a new engine monitoring
technology that uses software innovations and existing engine sensors to continuously monitor for symptoms that
may precede an engine failure. Your vehicle is eligible for this product improvement campaign at no cost, may I add
it to your service order today?”
• If the customer declines, please follow up: “We can schedule the procedure at a better time for you. When would
that be?”
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 #19-01-002H-1 (supersedes TSB#19-01-002) provides vehicle service procedures, affected VIN production
range, and warranty claim information.
• Use Greeters, Porters and Service Consultants to bring vehicles to Technicians to make it easier for them to stay
working in the bay.
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 addressed by a subsequent
campaign (T3G) or available warranty. No diagnostic fee should be charged if the customer returns with a
check engine light on and describes engine protection mode.
• In the event DTC code P132600 is set after the campaign software update is performed, refer to TSB#
#19-01-006H (supersedes #18-01-032) for 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.
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 Sonata: 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
Engine Software Update Product Improvement Campaign Q&A
Q: What is this Product Improvement Campaign?
A: Hyundai has recently developed a new engine monitoring technology called a knock sensor detection system as an added layer of
protection from engine damage. The technology uses software innovations and leverages existing engine sensors to continuously
monitor for symptoms that may precede an engine failure. The software update is being performed by Hyundai dealers free of charge
to customers as part of a Product Improvement Campaign.
In addition, Hyundai will extended the warranty to 10 years and 120,000 miles (up from 100,000 miles) for original and subsequent
owners of the covered vehicles for engine repairs needed because of excessive connecting rod bearing damage. This extended
warranty will be automatically applied to the covered vehicles.
Q: What vehicles are covered by this Product Improvement Campaign?
A: 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.
Q: Why is Hyundai conducting this product improvement campaign?
A: Hyundai is conducting this product improvement campaign to ensure the satisfaction of its customers and provide additional
warranty protection. The knock sensor detection system being installed is able to alert customers at an early stage of bearing wear
before the occurrence of severe engine damage. This will allow customers to get their vehicle to a Hyundai dealer for repair.
Q: Do I need the Product Improvement Campaign performed on my vehicle?
A: Hyundai strongly encourages customers bring their vehicles in to their Hyundai dealer for the free software update as soon as
possible. The software is designed to alert the vehicle driver at an early stage of bearing wear before the occurrence of severe engine
damage, including engine failure, and enable the customer to safely drive their vehicle to a Hyundai dealer for inspection and repair.
Q: How long will it take for the software update?
A: The software installation should take less than one hour. However, it is always suggested that customers contact their local
Hyundai dealer to schedule a service appointment. The dealer can advise on the actual time needed for the procedure.
Q: What will happen if the knock sensor detects bear wearing?
A: 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 temporary engine protection mode with reduced power and acceleration.
Malfunction Indicator Lamp (MIL)
2. The vehicle can continue to be operated for a limited time in Engine Protection 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.
Q: If the knock sensor is activated and bearing wear is identified, what is the repair that will take place?
A: Hyundai dealers will inspect, and if necessary, replace the engine.
Q: Will other Hyundai vehicles get this update?
A: Hyundai is currently evaluating the deployment of the knock sensor detection system in additional vehicles and model years as part
of ongoing technology and software innovations.
Q: When will owners be notified?
A: Hyundai began notifying customers of 2015 Sonata and 2015 Santa Fe Sport vehicles in December, 2018. The remaining vehicles
will be notified through Q1 of 2019. 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 or
visit www.HyundaiUSA.com/campaignhome.
Q: What if I have already paid for related engine repairs?
A: 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.
2011-2014 Sonata and 2013-2014 Santa Fe Sport Only
Additional Q&A
Q: What is the difference between the previous engine recalls and this Product Improvement Campaign?
A: Hyundai previously recalled certain 2011-2014 Sonata and 2013-2014 Santa Fe Sport vehicles equipped with 2.0 liter and 2.4 liter
gasoline direct injection engines to inspect, and if necessary, replace the engine assembly.
In addition, Hyundai has recently developed a new engine monitoring technology called a knock sensor detection system as an added
layer of protection from engine damage. The technology uses software innovations and leverages existing engine sensors to
continuously monitor for symptoms that may precede an engine failure. The software update is being added to vehicles beyond the
recalled population as a preventive measure, and is being performed free of charge by Hyundai dealers to customers as part of the
Product Improvement Campaign.
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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
•
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
•
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
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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
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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
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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
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2015 Santa Fe Sport vehicles added to Service Campaign 953.
11/08/18
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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
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2015 Sonata only: Initial communication to dealers.
08/09/18