P9329_P9344_P934

SERVICE CAMPAIGN
CAMPAIGN BULLETIN
Engine Control Module (ECM) Reprogram
California Voluntary Emission Service
Campaign
Reference: P9329, P9344, P9346, P9348, P9350
Date: December 17, 2019
Attention: Retailer Principal, Sales, Parts and Service Managers
Affected Models/Years:
MY2015-19 QX60 (L50)
MY2016-19 Q50 (V37)
MY2017-19 Q60 (CV37)
Affected
Population:
24,349
20,861
4,343
Retailer
Inventory:
2
0
0
SERVICE COMM
Activation date:
Stop Sale
In Effect
December 17, 2019
NO
***** Campaign Summary *****
INFINITI is conducting a Voluntary Emissions Service Campaign on approximately 49,497 specific
INFINITI vehicles identified in Service Comm and currently registered to owners in the state of
California to reprogram the Engine Control Module (ECM) in the event that a permanent diagnostic
trouble code (P-DTC) for P0448, P0101, P2008, or P0087 is recorded in the ECM.
Due to calibration errors on the affected vehicles, the ECM may improperly store a permanent
diagnostic trouble code (P-DTC) even though the emissions on-board diagnostic system is functioning
properly. As of July 1, 2019 the State of California has implemented a revised Inspection
Maintenance (I/M) or “Smog Check” test program. Without the software update, the subject vehicles
may not pass this Smog Check test in those areas of California where such testing is required under
state law.
This incident has no effect on the safety, performance, drivability, or fuel consumption of the
applicable vehicles.
***** What Retailers Should Do *****
1.
Verify if vehicles are affected by this Voluntary Emissions Service Campaign using Service Comm
or DBS National Service History – Open Campaign I.D.
 P9329 – Affected Model Year 2015
 P9344 – Affected Model Year 2016
 P9346 – Affected Model Year 2017
 P9348 – Affected Model Year 2018
 P9350 – Affected Model Year 2019
2. Retailers are requested to repair any affected vehicles in retailer new or pre-owned inventory to
ensure client satisfaction.
 New vehicles in retailer inventory can also be identified DBS (Sales-> Vehicle Inventory,
and filter by Open Campaign).
 Refer to IPSB 15-286 for additional information
3. Retailers should use ITB19-043 to correct any vehicles subject to this campaign.
P9329, P9344, P9346, P9348, P9350 | Original Document
4. Once repaired, retailers should submit the claim, using the claims coding provided, and release the
vehicle.
***** Release Schedule *****
Parts



Updated Engine Control (ECM) Software is now available on ASIST
No other parts are required for this campaign
Additional coverage is available in the event the ECM fails during
reprogramming.
o Retailers should contact the Warranty Claims Call Center (800-9333712) for additional information.
Special Tools

CONSULT III
Repair
 ITB19-043
NOTE: No action is required for retailers servicing vehicles registered outside of
California.
However, ITB19-027 is available allowing owners moving to California after the
launch of this service campaign to have the remedy applied.
 INFINITI will begin notifying California owners of potentially affected vehicles
in January 2020 via U.S. Mail.
Owner
Notification

INFINITI will begin notifying Non-California owners of potentially affected that
an update is available through TSB ITB19-027 vehicles in January 2020 via
email.
***** Retailer’s Responsibility *****
It is the retailer’s responsibility to check SERVICE COMM or DBS National Service History – Open
Campaign using the appropriate Campaign I.D. for the campaign status on each vehicle falling within
the range of this voluntary emissions service campaign which for any reason enters the service
department. This includes vehicles purchased from private parties or presented by transient (tourist)
owners and vehicles in retailer inventory. If a VIN subject to this voluntary service campaign was part
of a retailer trade, the letter associated with that VIN should be forwarded to the appropriate retailer
for repair completion.
Frequently Asked Questions (FAQ):
Q.
Is this a Stop Sale?
A.
No.
Q.
Is this a safety recall?
A.
No.
Q.
What is the reason for this Voluntary Emissions Service Campaign?
A.
Due to calibration errors on the affected vehicles, the Engine Control Module (ECM) may
improperly store a permanent diagnostic trouble code (P-DTC) even though the emissions onboard diagnostic system is functioning properly.
P9329, P9344, P9346, P9348, P9350 | Original Document
Q.
What is the possible effect of the condition?
A.
As of July 1, 2019 the State of California has implemented a revised Inspection Maintenance
(I/M) or “Smog Check” test program. Without the software update, the subject vehicles may
not pass this Smog Check test in those areas of California where such testing is required
under state law.
Q.
What will be the corrective action?
A.
Retailer will reprogram the Electronic Control Module (ECM) software.
Q.
How long will the corrective action take?
A.
This service, which is conducted at no charge to you for parts and labor, should take less than
one (1) hour to complete.
Q.
When will vehicle owners be notified?
A.
INFINITI will begin notifying California owners of potentially affected vehicles in January
2020 via U.S. Mail.
INFINITI will begin notifying Non-California owners of potentially affected vehicles that an
update is available through ITB19-027 in January 2020 via email or mail.
Q.
Are parts readily available?
A.
Revised Engine Control Module (ECM) software is available. No other parts are required for
this campaign.
Q.
I did not receive a letter, how can I tell if my vehicle is affected?
A.
Please provide your vehicle identification number (VIN) so that I can check if your vehicle is
included in this campaign.
Q.
Is my vehicle safe to drive?
A.
Yes.
Q.
If I live outside the state of California, can I still receive the Engine Control Module (ECM)
software update?
A.
No action is required for vehicles registered outside of California.
However, if you wish to receive the Engine Control Module (ECM) software update, contact
your INFINITI retailer at your convenience in order to arrange an appointment and reference
Technical Service Bulletin ITB19-027.
P9329, P9344, P9346, P9348, P9350 | Original Document
Q.
I have incurred expenses related to this software update because my vehicle was out of
warranty when I moved to California, can I be reimbursed?
A.
The update will be available free-of-charge under normal 8 years/80K mile Engine Control
Module (ECM) warranty. If you move to California and require the software update after the
warranty period expires, you will be eligible for reimbursement.
Please contact INFINITI Consumer Affairs @ 1-800-662-6200 and be prepared to provide
the following:
 Repair order(s)
 Proof of payment [may be on repair order(s)]
 Proof of vehicle ownership
 Proof of registration in the state of California
Q.
Will a courtesy vehicle be provided while the retailer is servicing the vehicle?
A.
Please consult your retailer for alternate transportation availability while your vehicle is being
serviced. If the reprogramming cannot be performed successfully and a replacement Engine
Control Module (ECM) needs to be ordered, rental is available upon client request.
EXPENSE CODE
DESCRIPTION
AMOUNT
$180 (Max)
502
Rental Expense
Contact the Warranty Claims Call Center @ 800-933-3712 if additional expense is required
Q.
I have lost confidence in the vehicle. Will INFINITI replace or repurchase the vehicle?
A.
The remedy will fully correct this condition. As the condition will be corrected, there is no
basis for repurchasing or replacing your vehicle.
Q.
Is there anything owners can do to mitigate the condition?
A.
No.
Q.
Is there any charge for the remedy?
A.
No, the remedy will be performed for the client free of charge for parts and labor.
Q.
Will I have to take my vehicle back to the selling retailer to have the service performed?
A.
No, any authorized INFINITI retailer is able to perform the service campaign.
For Consumer Affairs: Please inform us of the retailer where you would like to have the
corrective action completed.
P9329, P9344, P9346, P9348, P9350 | Original Document
Q.
Are you experiencing this condition on any other INFINITI (or Nissan) models?
A.
Yes. Specific Nissan vehicles registered in California may also be affected.
Q.
What model year vehicles are involved?
A.
Approximately 153,718 Nissan and INFINITI vehicles registered in California that were
produced between December 12, 2013 and August 27, 2019.
Q.
Can this campaign be performed on U.S. vehicles that are being operated in Foreign Countries
(Overseas)?
A.
Yes.
Q.
I am presently operating my U.S. vehicle in a Foreign Country (Overseas). What do I need to
do to get the campaign on my vehicle performed?
A.
Let me get some information from you so I can verify that your vehicle is involved in this
service campaign. Please give me your name, address, telephone number, and vehicle
identification number (VIN).
(Note to CRR: Follow the procedure for Overseas Recall Program.)
Revision History:
Date
December 17, 2019
Announcement
Original
Purpose
New campaign announcement
P9329, P9344, P9346, P9348, P9350 | Original Document
State of California Owners
VIN: [VIN#]
CUSTOMER SERVICE INITIATIVE
Dear [Model Year] INFINITI [Model] Owner:
We have an important software update for your vehicle.
INFINITI is committed to providing the highest levels of product quality and client
satisfaction. We are conducting an important Customer Service Initiative to increase
application of an available software update for the Engine Control Module (ECM) in your
vehicle. This update is available to you, free of charge.
Reason for Customer Service Initiative
On some vehicles, the ECM may improperly store a permanent diagnostic trouble code (PDTC) even though the emissions on-board diagnostic system is functioning properly. As of
July 1, 2019, the State of California has implemented a revised Inspection Maintenance
(I/M) or “Smog Check” test program. Without the software update, your vehicle may not
pass this Smog Check test in those areas of California where such testing is required under
state law.
This incident has no effect on the safety, performance, drivability, emissions, or fuel
consumption of your vehicle.
What You Should Do
Placeholder for
QR code
If you bring your vehicle in for any service, this important software
update will performed. However, if you wish, you can contact your
INFINITI retailer at your convenience in order to arrange an
appointment to receive this important software update and minimize
any inconvenience. Please bring this notice with you when you arrive
for your service appointment.
For more information about the customer service initiative, please visit
XXXX. If you have further questions, you may contact the INFINITI
Consumer Affairs Department. The toll free number is 1-800-6626200.
Thank you for your understanding and we sincerely apologize for any inconvenience this
may cause.
Non-California Owners
VIN: [VIN#]
CUSTOMER SERVICE INITIATIVE
Dear [Model Year] INFINITI [Model] Owner:
INFINITI is committed to providing the highest levels of product quality and client
satisfaction. INFINITI is contacting you regarding an available software update for the
Engine Control Module (ECM) in your vehicle. This update is available to you, free of
charge.
Reason for Customer Service Initiative
On some vehicles, the ECM may improperly store a permanent diagnostic trouble code (PDTC) even though the emissions on-board diagnostic system is functioning properly. As of
July 1, 2019 the State of California has implemented a revised Inspection Maintenance (I/M)
or “Smog Check” test program. Only vehicles registered in the State of California are
currently required to complete this revised I/M testing. In the future, if you attempt to
register your vehicle in the state of California without first receiving the software update,
your vehicle may not pass this Smog Check test.
This incident has no effect on the safety, performance, drivability, emissions, or fuel
consumption of your vehicle.
What You Should Do
No action is required for vehicles registered outside of California – you do not need to visit
your INFINITI retailer to receive the software update.
However, if you wish to receive the ECM software update, contact your INFINITI retailer at
your convenience in order to arrange an appointment and reference Technical Service
Bulletin ITB19-027. The update will be available free-of-charge under normal 8Y/80K mile
ECM warranty. If you move to California and require the software update after the warranty
period expires, you will be eligible for reimbursement.
Please bring this notice with you when you arrive for your service appointment.
If you have further questions, you may contact the INFINITI Consumer Affairs Department.
The toll free number 1-800-662-6200.
Thank you for providing us an opportunity to ensure on-going satisfaction with your
INFINITI vehicle.