TT251

Volume 251 - June 2019
Vehicle Technical Info . . . . . . . . . page
Spotlight on CSI . . . . . . . . . . . . . . page
Training News . . . . . . . . . . . . . . . . page
Techline Information . . . . . . . . . . page
MEDIC Information . . . . . . . . . . . . page
Bulletin Review . . . . . . . . . . . . . . . page
often-used procedures. To access these
instructional videos, go to the Techline home
page, click the “Electronic Service Procedures
(Videos)” button (under “Techline FAQs”).
1
3
5
6
6
6
NOTE: This button was previously called “AESP.”
The original AESP Course is still available in the
list of videos.
Have you as a technician learned something
new while fixing a customer vehicle? Or found
a solution to a perplexing problem? If you
have, and think it would be helpful to other
technicians, MMNA would like to hear from
you! Send your tips, along with any pertinent
vehicle details, your name, job title, and dealer
name, to: [email protected] .
We may publish your advice in Tech Talk, and
give you credit for your tip! Together, we can
help each other achieve the highest customer
satisfaction by sharing our knowledge with
other technicians.
GROUP 00 - General
NEW TECHLINE BUTTON “ELECTRONIC
SERVICE PROCEDURES (VIDEOS)” —
All models.
A new button on the Techline home page
gives technicians easy access to videos on
1
The videos listed here include basic
instructions for Key Registration, Copy
Coding, ECU Coding, TPMS Registration, and
more. These videos are taken from the web
courses. For complete instructions on all
service procedures, technicians should
complete the courses first, then access these
videos as a refresher.
GROUP 42B − Keyless Operation
System (KOS)
GROUP 52A − Interior and
GROUP 52B − Supplemental Restraint
System (SRS)
DTC B2419: LF (LOW FREQUENCY) ANTENNA
OPEN — 2011-19 Outlander Sport/RVR.
Techline has received multiple calls on
Outlander Sport vehicles with DTC B2419: LF
(Low Frequency) Antenna Open. When this
DTC occurs, the KOS system is inoperative,
and the key FOB needs to be in the key box in
order for the vehicle to start. In one case, the
technician inspected the entire KOS antenna
system and was not able to locate the
concern.
Based on previous Techline cases, MMNA
recommends checking connector integrity at
connector G-20. Check for corrosion or poor
pin fit at this connector.
Connector G-20 is located inside the vehicle,
behind the quarter trim panel, attached to
the wheel well/wheel arch of the vehicle.
 SEAT BELT RETRACTOR CONCERNS —
All models.
Whenever you identify a seat belt retractor
concern such as - seat belt is getting stuck, or
is not releasing or retracting properly, please
record a short video to show the condition
and upload it to the PRC. You could also open
a Techline case and attach it there.
This will help with the investigation of this
part. So far MMC has not identified any quality
concerns with the seat belt retractors that
were returned for investigation.
As always, your help is greatly appreciated.
DTC B2419:
Check for corrosion
at G-20
To address this concern, clean any corrosion
around the connector, and apply dielectric
grease to the terminals.
After verifying the DTC does not reset,
confirm the KOS system operates normally.
2
RC Hill Mitsubishi, Deland, FL
This column spotlights a different high
scoring CSI dealer every quarter.
January - March, 2019
3-MONTH CSI SCORES
Fixed Right 1st Time
Resolution Rate
Email Capture Rate
Overall Satisfaction
National
97.0%
86.6%
78.3%
947
RC Hill
99.6%
96.2%
90.8%
977
Top Row (L-R): Nick Finocchio
(Master Elite Technician/ASE
Advanced Master), Christopher
Santiago (Lube Technician),
Kristian Mazzoni (Triple
Diamond Service Manager),
Freddie Jessee (Master
Technician/ASE Master),
Fernando Castillo (Specialist
Technician)
Bottom Row (L-R): Jessica
Garner (Service Advisor), Alex
Herrera (ASE Master Technician),
Julia Rosso (Service Coordinator)
In 2003, RC Hill Mitsubishi opened its doors as a locally owned family operated dealership. They are well known
in the community for sponsoring multiple sporting events, local athletic teams, and hosting fundraisers across
the county. Service Manager Kristian Mazzoni began his career with RC Hill in 2008, and knew within the first
few months that he was in the right place. Says Kristian, “Family is the word that comes to mind when I think
of RC Hill Mitsubishi. In my 11th year with RC Hill I can tell you Customer Service is still - and always has been
- a driving force in our department. We have put the customer first since day one and the tradition continues.”
In fact, customers come from near and far to have their vehicle serviced at RC Hill. Coming from DeLand,
Deltona, Sanford, Daytona Beach, and Orlando, some customers pass other Mitsubishi dealers on the way, just
for the peace of mind of having the experienced technicians at RC Hill Mitsubishi work on their car. ASE Master
Technician Freddie Jessee has been with RC Hill 15 years; Nick Finnocchio, an ASE Advanced Master Tech, has
8 years; Fernando Castillo has 6; and Alex Herrera, another ASE Master Technician, has been there 4 years.
When Mitsubishi Motors launched the CVIR program in 2013, RC Hill immediately implemented the process.
Technicians perform the CVIR on all repair orders that are written up. As soon as the technician completes the
report, it is emailed directly to the customer, and usually within the time it takes the Service Advisor to total
up the recommendations and walk over to the lounge, the customer has already received and looked over the
report. The service advisors use it as one of their main tools when explaining the inspection and service
recommendations. And customers appreciate the quality and illustrations in the report during the
consultation.
When asked if there's a secret to their great customer reviews, Kristian claims there is no secret. He says they
may not have the newest facility or automatic car wash, but they have the one thing that matters most, and
that's integrity. Just one testament to this integrity is the “Special Thank You” from a customer, a public
message published in the local paper, the Volusia County Beacon. This customer was grateful to Kristian and
his staff for “stepping up and doing the right thing” to resolve a difficult situation. The customer states that
“Kristian calmly took the situation in hand and demonstrated clearly what it means to honor a commitment”
and they were “pleasantly surprised and deeply impressed by his resolve to make things right.” The message
ends with “Thank you so much, Kristian and R.C. Hill Mitsubishi.” That's quite an endorsement!
As further proof of RC Hill's commitment to customer service, they were awarded the national trophy for
being the top dealer for 2018 in the Customer Satisfaction Index (CSI) Recognition Program from Mitsubishi
Motors. (Also noted in a local paper, see next page.) And recently, they won another “#1 Service Satisfaction
Dealer” banner for their district in 2019. Keep up the great work RC Hill Mitsubishi!
3
4
Technical Training Schedule
July - August 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
Dallas Technical Training Center
WEST REGION
California Technical Training Center
The second quarter technical quiz (TQ0219) will end at midnight on 6/30/2019. Successful
completion of the technical quizzes are required for Service Technicians who wish to obtain
or maintain DiamondPro Certification.
5
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 250 the following
bulletins have been released.
2019 Technical Service Bulletins, Safety Recalls, & Service Campaigns
Date
Posted
Publication
Number
Publication Title
Applicable Models
5/22/2019
TSB-19-42B-004
KOS DTCs B1130, B1138, B1156, B1168, B1169
Diagnosis - SMR - Revised
2015 Mirage
5/22/2019
TSB-19-54-013
Software Update for Smartphone Link
Display Audio - Revised
2018 Eclipse Cross, 2017-18 Outlander, 2018
Outlander PHEV, 2017-18 Outlander Sport/RVR
6/27/2019
TSB-19-11-002
Prevention of Coolant or Water Ingress Into
Crank Angle Sensor
All Models
6/27/2019
TSB-19-23-006
Updates to Maintenance & Assembly
Procedures for CVT F1CJB – SMR
2014-19 Mirage, 2017-19 Mirage G4
6/27/2019
TSB-19-51-002
Updates to Under Cover Removal &
Installation - SMR
2012-13 i-MiEV
6/27/2019
TSB-19-52B-006
Corrections to SRS Air Bag Diagnosis for
DTC B1631 - SMR
2011-18 Outlander Sport/RVR
Since Tech Talk 250 the following
TINs/ATINs have been released.
2019 Technical Information Notices, Advance Technical Information Notices
Date Posted
Publication
Number
Publication Title
Applicable Models
4/29/2019
TIN-19-00-003
Mississippi Department of Public Safety
Letterhead – Takata Recalls
2004-07 Lancer, 2006-09 Raider, and
2012-17 i-MiEV
5/31/2019
TIN-19-31-001REV
Scramble Activity Request for TPMS Light On
Issue (Mirage/Mirage G4) - Revised
2014-19 Mirage, 2017-19 Mirage G4
6/13/2019
TIN-19-00-004
Alabama Law Enforcement Agency
Letterhead – Takata Recalls
2004-07 Lancer, 2006-09 Raider, and
2012-17 i-MiEV
 2019 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).
6