NAS19.10.019_3

UPDATE PRIOR TO SALE N392 UPS10819-2B GATEWAY MODULE (GWM) SOFTWARE
UPDATE
NAS19.10.019
WORKSHOP
CAN/USA
AFTERSALES BULLETIN
ISSUE 3
JANUARY 21, 2020
NOTE: this bulletin updates/supersedes all previous versions. Changes are highlighted in blue.
DESCRIPTION OF ISSUE
A potential issue has been identified on certain Land Rover vehicles within the listed Affected Vehicle Range which
may not start due to the Gateway Control Module (GWM) not initializing.
This program does not apply to any vehicle already registered and in use, either with the retailer or customer. Any
vehicle already in use may continue to be driven and any repair instructions deemed necessary will be
communicated through a separate Field Action or Technical Bulletin.
AFFECTED VEHICLE RANGE
Discovery Sport (LC)
Model Year: ................. 2020
VIN: ................................. 820541-847800
Discovery (LR)
Model Year: ................. 2019
VIN: ................................. 052863-414715
New Range Rover Evoque (LZ)
Model Year: ................. 2020
VIN: ................................. 000184-060275
Range Rover Sport (LW)
Model Year: ................. 2019-2020
VIN: ................................. 187463-899999
Range Rover (LG)
Model Year: ................. 2019-2020
VIN: ................................. 002000-587418
Visit the British Brands Sales Suite (BBSS) website for a list of affected vehicles at your retailer.
SERVICE PROGRAM / REWORK ACTION
Retailers will update the Gateway Module (GWM) software to the latest level as part of the Pre-Delivery Inspection
(PDI) process and before vehicle handover to the customer.
ACTION TO BE TAKEN
Use the Jaguar Land Rover claims submission system to make sure that a vehicle is eligible for this program prior to
undertaking any rework action.
Retailers are required to HOLD affected new vehicles that are within your control and refrain from releasing the
vehicles for new vehicle sale pending completion of the rework action.
Refer to Technical Bulletin N392 UPS10819, Update Prior to Sale - Gateway Module (GWM) Software Update, for
detailed repair instructions.
Jaguar Land Rover North America, LLC
100 Jaguar Land Rover Way
Mahwah, NJ 07495
PARTS
No parts required
TOOLS
Refer to Technical Bulletin noted above for any required tools.
WARRANTY
NOTE: use the Jaguar Land Rover claims submission system to make sure that a vehicle is eligible for this
program prior to undertaking any rework action.
At the time of confirming a booking for vehicle repair, make sure that all outstanding Recall and Service Actions are
identified to ensure the correct parts are available and adequate workshop time is allocated for repairs to be
completed at one visit.
Warranty claims must be submitted quoting the Program Code together with the relevant Option Code. The SRO
and parts information is included for information only.
Repair procedures are under constant review and therefore times / prices are subject to change; those quoted
here must be taken as guidance only. Use TOPIx to obtain the latest repair time.
This program is valid for a limited time only. Warranty claims with a repair date prior to the November 27, 2020,
closure date must be submitted for payment within 30 calendar days of completion of the repair.
PROGRAM CODE
OPTION CODE
N392
A
N392
B
DESCRIPTION
SRO
TIME (HOURS)
Gateway Module - Update - Replace ECU - All
except New Range Rover Evoque (LZ)
86.90.97
0.2
Gateway Module - Update - Replace ECU - All
except New Range Rover Evoque (LZ)
86.90.97
0.2
02.02.02
0.2
Gateway Module - Update - Replace ECU - New
Range Rover Evoque (LZ)
85.87.12
0.2
Gateway Module - Update - Replace ECU - New
Range Rover Evoque (LZ)
85.87.12
0.2
02.02.02
0.2
Drive in/drive out
N392
C
N392
D
Drive in/drive out
Normal Warranty policies and procedures apply.
CUSTOMER COMMUNICATION
Should this Program mean that you are unable to deliver an affected vehicle to a customer at an agreed handover
date, please advise the customer of the following:
‘Jaguar Land Rover is committed to delivering vehicles to our customers of the highest quality, complete
with the very latest hardware and software. Our vehicles are continually evolving, with our Engineering and
Design teams constantly looking for new and innovative ways to further enhance and develop our vehicles.
Jaguar Land Rover has advised us that there is an upgrade to be carried out on your vehicle, and have
instructed us to complete this action prior to handing the vehicle over to you. Jaguar Land Rover apologize
that this upgrade may delay the delivery of your new vehicle but are committed to ensuring customers
benefit from the very latest technology to ensure your ownership experience is the best one possible.’
If necessary, you may communicate technical details of the repair or upgrade that is required on the vehicle; this is
at your discretion.
RETAILER EMPOWERMENT
We appreciate the frustration experienced by both our customers and Retailers with regards the launch of any
Update Prior to Sale program.
Following the launch of Retailer Empowerment (and where you feel it appropriate), you now have the ability to
offer goodwill to customers who have suffered delays in the delivery of their vehicle. Any goodwill offer should be
specifically for a customer whose vehicle delivery has been delayed due to this specific activity to acknowledge
the poor experience.
Should you have any questions, please contact the Customer Relationship Centre (CRC) in the first instance for
help and support.