R89910-2019-02-0
Service Bulletin Details
Public Details for: R89910-2019-02-0
Volvo car usa llc and volvo car canada ltd (volvo) on behalf of volvo car group, has decided to launch recall r89910 on certain model year 2018 ? 2019 xc60 vehicles equipped with a power operated tailgate (pot). Volvo has identified that th
Models from 2019
2019 VOLVO XC60 |
Models from 2018
2018 VOLVO XC60 |
Jason Guidi Director - Regulatory & Compliance January 18, 2019 Subject: Recall R89910 TO: All U.S. and Canadian Volvo Retailers VEHICLES IN RETAILER INVENTORY It is a violation of federal law for a retailer to deliver any new Volvo that is eligible for a recall. Retailers are advised to check all vehicles in inventory for recall eligibility and repair immediately. Violation of this requirement by a retailer could result in a civil penalty of up to $21,000 per vehicle. Correct all vehicles in your new vehicle inventory before delivery. Volvo Car USA LLC and Volvo Car Canada LTD (Volvo) on behalf of Volvo Car Group, has decided to launch Recall R89910 on certain model year 2018 – 2019 XC60 vehicles equipped with a Power Operated Tailgate (POT). Volvo has identified that that the tailgate lifting arms (Drive Units) under certain conditions and cold temperatures may freeze. If this would occur, it may lead to noise or loss of function when operating the tailgate in freezing conditions with risk of separation of the tailgate lifting arms. In worst case scenario, this may result in complete separation of tailgate lifting arms with spring detaching and projecting in a rearward direction with significant force resulting in risk for personal injury. The corrective action is replacement of the tailgate lifting arms with an improved design part. PARTS AVAILABILITY Parts availability is very limited at this time. Please refer to the attached Parts Bulletin for the latest parts information. Volvo Car USA LLC 1 Volvo Drive Rockleigh, NJ 07647 1(3) Telephone +1-201-768-7300 volvocars.us WHAT SHOULD YOUR CUSTOMERS DO NOW? If your customer experiences noise or have separation of the tailgate lifting arms when operating the tailgate, or in the event of the tailgate lifting arms being bent or the tailgate doesn’t close properly, they should not open or close the tailgate. If your customer does not have any of the above described symptoms, they can use the tailgate until they receive a second notification letter that will instruct them to schedule an appointment with their Volvo retailer for this repair. A total of 43,150 U.S. and 3,728 Canadian vehicles are eligible for this recall. Vehicle eligibility must be confirmed: • Vehicle Inquiry – Vehicle Warranty where the message "Recall R89910 Tailgate Lift Arms” will appear for eligible vehicles. • All cars not yet delivered to end customers must be corrected prior to delivery. • There have been no reports of incidents related to this issue. If you have any questions concerning this recall send them to [email protected]. OWNER NOTIFICATION A first owner notification letter will be sent out immediately that will notify the owner of this recall and the lack of available parts at this time. When parts availability improves, a second letter will be mailed to owners instructing them to contact their Volvo retailer and request an appointment to have this repair completed. PORT VEHICLES All vehicles from the ports must be checked for any incomplete recalls or service campaigns or service upgrades prior to delivery. PARTS / PARTS RETURN Please refer to Parts Bulletin 83-R89910. CLAIM SUBMISSION Please refer to the claim submission information in the attached Quality Bulletin. RETAILER RESPONSIBILITIES Retailers must perform this recall campaign on eligible vehicles regardless of miles/kilometers or vehicle age. All work performed under this recall is free of charge to the owner. As the safety of our customers is our upmost priority, we are taking full responsibility to ensure the highest quality and safety standards for our cars. 2(3) If you have questions about this recall or any other field service action, please contact me or any member of the Product Safety and Compliance office. Your cooperation in completing this important recall is greatly appreciated. Drive Safely, Jason Guidi Director - Regulatory & Compliance 201-768-7300 [email protected] 3(3) VOLVO CAR SERVICE AND PARTS BUSINESS Quality Bulletin TITLE: R89910: Tailgate Lift Arms (Drive Units) Model Year 2018 – 2019 XC60 GROUP: CAT/NO: ISSUING DEPARTMENT: CAR MARKET: R89910 Warranty United States and Canada REFERENCE BULLETINS: PB 83-R89910 Service Personnel: Read and initial SERVICE MANAGER SERVICE WRITER ISSUE DATE: STATUS DATE: 2019-01-28 2019-01-28 WARRANTY ADMINISTRATOR Page 1 of 3 “Right first time in Time” BULLETIN REFERENCE PB 83-R89910 A. B. C. D. E. F. G. H. I. RECALL R89910 DESCRIPTION VEHICLES INVOLVED PARTS INFORMATION/PARTS RETURN OWNER NOTIFICATION VEHICLES IN RETAILER INVENTORY RETAILER RESPONSIBILITY CAMPAIGN REIMBURSEMENT PROCEDURES TECHNICIAN COMPETENCY REQUIREMENT RETAILER ALLOWANCE Bulletin Changes – Updated section I Special Tool information A. RECALL R89910 DESCRIPTION Volvo Car USA LLC and Volvo Car Canada LTD (Volvo) on behalf of Volvo Car Group, has decided to launch Recall R89910 on certain model year 2018 – 2019 XC60 vehicles equipped with a Power Operated Tailgate (POT). Volvo has identified that the tailgate lifting arms (drive units) under certain conditions and cold temperatures may freeze. If this would occur, it may lead to noise or loss of function when operating the tailgate in freezing conditions with risk of separation of the tailgate lifting arms. In worst case scenario, this may result in complete separation of tailgate lifting arms with spring detaching and projecting in a rearward direction with significant force resulting in risk for personal injury. The corrective action is replacement of the tailgate lifting arms with an improved design part. A total of 43,150 U.S. and 3,728 Canadian vehicles are eligible for this recall. Produced in the USA and available as an electronic document. Hard copy documents are printed in USA on recycled paper containing a minimum of 50% wastepaper and 10% post-consumer waste. © 2019 VOLVO CAR USA, LLC Quality Bulletin R89910 PARTS AVAILABILITY Parts availability is very limited at this time. Please refer to the attached Parts Bulletin for the latest parts information. WHAT SHOULD YOUR CUSTOMERS DO NOW? If your customer experiences noise or have separation of the tailgate lifting arms when operating the tailgate, or in the event of the tailgate lifting arms being bent or the tailgate doesn’t close properly, they should not open or close the tailgate. If your customer does not have any of the above described symptoms, they can use the tailgate until they receive a second notification letter that will instruct them to schedule an appointment with their Volvo retailer for this repair. B. VEHICLES INVOLVED NOTE: RETAILER MUST CONFIRM VEHICLE ELIGIBILITY PRIOR TO BEGINNING THE REPAIR FOR THIS RECALL. Vehicle eligibility must be confirmed: • Vehicle Inquiry - Vehicle Warranty where the message “Recall R89910 Tailgate Lift Arms” will appear for eligible vehicles or check eligibility in TIE. All vehicles must be checked for any incomplete recalls or service campaigns or service upgrades. All open Recall, Service Campaign or Service Action repairs must be completed. If you have any questions concerning this recall send them to [email protected]. C. PARTS / PARTS RETURN Please refer to Parts Bulletin 83-R89910. No parts will need to be returned to the Technical Material Analysis department. PORT VEHICLES All vehicles from the ports must be checked for any incomplete recalls or service campaigns or service upgrades prior to delivery. D. OWNER NOTIFICATION A first owner notification letter will be sent out immediately that will notify the owner of this recall and the lack of available parts at this time. When parts availability improves, a second letter will be mailed to owners instructing them to contact their Volvo retailer and request an appointment to have this repair completed. E. VEHICLES IN RETAILER INVENTORY It is a violation of federal law for a retailer to deliver any new Volvo that is eligible for a recall. Retailers are advised to check all vehicles in inventory for recall eligibility and repair immediately. Violation of this requirement by a retailer could result in a civil penalty of up to $21,000 per vehicle. Correct all vehicles in your new vehicle inventory before delivery. Page 2 of 3 2019-01-28 Quality Bulletin R89910 F. RETAILER RESPONSIBILITY All vehicles qualifying for this recall must be repaired prior to a customer taking possession of the vehicle. G. CAMPAIGN REIMBURSEMENT PROCEDURES Recall R89910 claims should be submitted using the LONG FORM application only. H. TECHNICIAN COMPETENCY REQUIREMENT The technician competency requirement for this campaign repair is: Level 2 - Certified Tech. I. RETAILER ALLOWANCE (LONG FORM APPLICATION) Claim Type: Cause Code: CSC Code: Main OP: Failed Part: R89910 02 XW 97627 32136006 REPLACE TAILGATE LIFT ARMS ONLY Operation Number 97627 Repair Description Replace Tailgate Lift Arms (2) Qty 1 Labor Time 0.4 Qty 1 1 Labor Time 0.4 0.3 REPLACE BENT TAILGATE LIFT ARMS ONLY Operation Number 97627 97628 Repair Description Replace Tailgate Lift Arms (2) Controlled Dismantling of Bent Arms Special tools listed below may ONLY be claimed one time per dealer under claim type 01 • Claim type 01 • Customer Symptom code -- 1C -- Administrative • Failure Code -- 98 -- Volvo Program • Sublet Operation 08065 - R89910 LOCALLY SOURCED TOOLS SPECIAL TOOLS Felt Tape Rope Heavy Duty Tarp 2019-01-28 Qty 1 2 1 Part Number 1985620 1/2 inch x 30 foot 10MM 12 FT X 15 FT Notes Wurth Product Locally Sourced Locally Sourced Page 3 of 3 Volvo Car Customer Service QB Instruction R89910 Title Action Inspection and replacement of “drive units”, tailgate lift arms Issue 1 Date 2019-01 Page: 1 (5) Reason First issue Affected vehicles Year 2018 2019 Model XC60 XC60 Engine Transmission Steering Materials Materials Spindle drive/lift arm Qty. 2 Part number 32136006 Notes Qty. 1 2 1 Part number 1985620 ½ in x 30 ft 10mm 12ft x 15ft Notes Wurth product Locally sourced Locally sourced Special tools Felt tape Rope Heavy duty tarp Use tape on the metal eyelets in the tarp to prevent paint damage. Chassis number QB Instruction page 2 (5) Please note that we have 3 different conditions, see attached pictures "Instruction OK Not OK". -Condition 1, replace the lifting arms according to VIDA VCC-370949-5. -Condition 2, Adjust and fasten the outer tube according to attached document "Instruction". Then replace the lifting arms according to VIDA, VCC-370949-5 -Condition 3, with a bent lifting arm(s) follow the attached "VIDEO". Cover the tailgate, open and close the tailgate until the bent lifting arm(s) is broken. Replace the lifting arms according to VIDA, VCC370949-5. NOTE: The video illustrate the use of shackles to secure the ropes to the handle. The method should be done without shackles by tying the ropes around handle and securing with a double knot. Use tape on the metal eyelets in the tarp to prevent paint damage. QB Instruction page 3 (5) Inspection, Removal, Installation 1. Condition 1 If motor, power operated tailgate looks according to image, both dampers are to be replaced according to Vida: Motor, power operated tailgate 2. Condition 2 Warning: Do not close tailgate. If motor, power operated tailgate looks according to image, the tailgate must not be closed. Lift up the outer tube and secure it so that the outer tube does not slide down. Both lift arms are to be replaced according to Vida: Motor, power operated tailgate QB Instruction page 4 (5) Inspection, Removal, Installation 3. Condition 3 Warning: Do not operate the tailgate. Warning: Make sure that there are no people behind the vehicle when you perform this operation If motor, power operated tailgate looks according to image, the tailgate must not be closed. When dismantling the broken lift arms see attached instruction video in QB-R89910 in TIE. Note: Use tape on the metal eyelets in the tarp to prevent paint damage. Then both lift arms are to be replaced according to Vida: Motor, power operated tailgate 4. Condition 3 Warning: Do not operate the tailgate. Warning: Make sure that there are no people behind the vehicle when you perform this operation. If motor, power operated tailgate looks according to image, do not operate tailgate. When dismantling the broken lift arms see attached instruction video in QB-R89910 in TIE. Note: Use tape on the metal eyelets in the tarp to prevent paint damage. Then both lift arms are to be replaced according to Vida: Motor, power operated tailgate QB Instruction page 5 (5) VOLVO CAR SERVICE AND PARTS BUSINESS Parts Bulletin TITLE: Recall R89910: Tailgate Lift Arms Model Year 2018-2019 XC60 GROUP: CAT/NO: REFERENCE BULLETINS: CAR MARKET: 8 R89910 QB-R89910 United States and Canada COPY TO / CIRCULATIONS (PLEASE INITIAL): GENERAL MANAGER PARTS MANAGER SERVICE MANAGER SALES MANAGER ISSUE DATE: STATUS DATE: 2019-01-25 2019-01-25 Page 1 of 1 “Right first time in Time” UPDATE: Revised order and allocation plan below Reference Bulletins: QB-R89910 Volvo Car USA LLC and Volvo Car Canada LTD (Volvo) on behalf of Volvo Car Group, has decided to launch Recall R89910 on certain model year 2018 – 2019 XC60 vehicles equipped with a Power Operated Tailgate (POT). Volvo has identified that the tailgate lifting arms under certain conditions and cold temperatures may freeze. If this would occur, it may lead to noise or loss of function when operating the tailgate in freezing conditions with risk of separation of the tailgate lifting arms. In worst case scenario, this may result in complete separation of tailgate lifting arms with spring detaching and projecting in a rearward direction with significant force resulting in risk for personal injury. The corrective action is replacement of the tailgate lifting arms with an improved design part. A total of 43,150 U.S. and 3,728 Canadian vehicles are eligible for this recall. The following part number applies: Part Number Description 32136006 Drive Unit (Tailgate Lift Arms) Qty 2 An allocation will be conducted to all retailers starting on January 28th. Critical orders will be accepted for emergency car inoperable situations only, and will require a repair order number when contacting option 2. Produced in the USA and available as an electronic document. Hard copy documents are printed in USA on recycled paper containing a minimum of 50% wastepaper and 10% post-consumer waste. © 2018 VOLVO CAR USA, LLC