White Paint Dela

QUALITY ACTION
CAMPAIGN BULLETIN
White Paint Delamination
Warranty Extension
Reference: Pearl White Paint
Date: January 10, 2020
Attention: Retailer Principal, Sales, Parts, Service
Managers, and Warranty Administration
Affected
Models/Years:
2011-2013 QX56**
Affected
Population:
Retailer
Inventory:
SERVICE COMM*
Activation date:
Stop Sale
In Effect
11,256
NA
January 10, 2020
NO
*
Eligibility will appear on the warranty extension page of Service Comm
** Limited to a specific production date range
On October 17, 2019, INFINITI distributed a retailer announcement notifying
retailers of a proposed class action settlement (Nelson v. Nissan North
America, Inc., Case No. 3:17-cv-01114 (M.D. Tenn.)), concerning paint peeling
on INFINITI QX56 vehicles. The announcement provided a copy of notices sent
to affected owners.
A court hearing occurred on December 19, 2019 and the proposed settlement was
approved by the presiding court for owners of pearl white INFINITI QX56
produced between November 20, 2009 and December 12, 2012.
Owners of eligible vehicles will receive a notification of the settlement
from the third party settlement administrator indicating their eligibility
for the following:
 Warranty extension of 48 months and unlimited miles to their current 48
month/60,000 mile new vehicle limited warranty for a total of 96
months/unlimited mile warranty coverage for the pearl white paint for
delamination.
 The paint warranty extension will allow for a one-time full vehicle
repaint (subject to a client copayment).
Time from New
Vehicle Limited
Warranty Expiration
Up to 2 Years
3-4 Years


INFINITI Expense
Coverage
Client Copay
90%
70%
10%
30%
Eligible owners can also obtain coverage for rental car ($600 max)
arising from the repaint.
Eligibility for INFINITI’s Vehicle Purchase Program (A-Plan) until
April 30, 2020.
Settlement details for this warranty extension can be found at the following
website: www.vehiclepaintsettlement.com
WHITE PAINT CLASS ACTION OWNER NOTIIFICATION | Original Document
***** What Retailers Should Do *****
1. Retailers should handle all paint repairs under this warranty extension
for the client.
 Owners will present their vehicle at an INFINITI retailer for an
inspection and estimate.
 Retailers will determine if paint delamination occurred and
contact a local, INFINITI certified, body shop to prepare an
estimate when applicable.
 Paint delamination examples:

Retailers will submit the estimate to the warranty claims call
center using the pre-approval form available in ASIST (see #3).

Retailers will inform owners of their copayment amount after
receiving pre-approval from the warranty claims call center using
the online form in ASIST and obtain owner authorization to
repair.

Once owner approval is received, retailers will authorize
certified shops to conduct repairs.
Note: Retailers are responsible for collecting copayment amounts
from the client and paying the certified shop for the
repairs.

Retailers will be given an administration fee of $320 for
handling this process for the client.
2. Warranty Coverages for pearl white paint delamination:
 Rental/loaner vehicle coverage ($600 max) is available while the
vehicle is being repainted at the certified shop.
 Owners should continue driving their vehicle while waiting
for an opening in a certified shop’s schedule.

Labor totals are determined using the flat rate in the Paint Flat
Rate Manual.
Covered expenses
 Remove and
paint, and
 Remove and
are:
install front and rear bumpers, preparation for
painting
install both front headlamps and fog lamps
WHITE PAINT CLASS ACTION OWNER NOTIIFICATION | Original Document
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Remove and install hood insulator and hood, preparation for
paint, and painting
Remove and install grille (upper/lower)
Remove and install right and left fender liners, fender
flares, fender vents grille, mud guards, and front fender
preparation for paint, and painting
Remove and install antenna
Aim distance sensor (if equipped)
Tape off front windshield and remove and install wiper arms
and windshield washer nozzles
Remove and install roof moldings, roof rack/rail, and
drop/reinstall headliner, preparation for painting, and
painting
Remove, refinish white paint, and install running boards
Remove and install front sill plate
Remove and install front/rear door weather-stripping,
cladding, door handles, opening trim, and trim panels
 Refinish body colored door handles
Remove and install left and right mirror assemblies, prep
door assemblies for painting, and painting
Tape off quarter glass, remove and install upper quarter
panel trim, mud guards, and preparation for paint, and
painting (including blending of fuel door)
Remove and install rear liftgate door lock, emblems,
nameplate, rear spoiler, liftgate assembly, rear camera,
weather-strip and side/upper trim, preparation for paint,
and painting
Remove and install rear tail lamp, backup lamp, high mount
lamp in rear spoiler, and license plate lamps
Labor for post-repair scan, resetting moonroof auto close
and window pinch protection, color sanding and buffing,
masking for overspray, disconnecting and reconnecting the
battery
Paint, materials, and hazardous waste fees
Parts removed that cannot be reinstalled (clips, fasteners,
body moldings, emblems, badging, and nameplates)
What is not covered:
 Glass removal
 Rust (see Frequently Asked Questions for additional
details)
 Body damage from collisions, dents, scratches, etc.
 Missing trim/moldings
 Removal and installation of any aftermarket parts
3. Retailers will get pre-approval for the estimate through the warranty
claims call center.
 The pre-call form is located on ASIST under Tech Support
Tools. Look for a link entitled “Warranty Call Center PreCall Forms”.
WHITE PAINT CLASS ACTION OWNER NOTIIFICATION | Original Document
 Enter the retailer code and VIN and then select “Paint
Warranty”.
 Enter the general information and include an email address
for response in the “send copy of this form to:” section.
WHITE PAINT CLASS ACTION OWNER NOTIIFICATION | Original Document
 Select “Delamination” and enter the following Operations
coding. Then attach any files and photos for the vehicle.
DESCRIPTION
Refinish Block Repair
(Complete Body With All
Colored Plastic)
Prep & Mix Time
PO
OP CODE
Z00HAA
Z00HAA
SYM
DIA
ZB
77
ZZ99AA
FRT
56.9
hrs.
1.7
hrs.
Any vehicle reconditioning required beyond the time and material
amounts specified are the responsibility of the client and should be
invoiced to them separately.
Upon approval and completion of work, Dealer should submit a Primary
Operation (PO) for the full claim amount without deducting the customer
copayment amount. The warranty system will apply and deduct the
appropriate customer copayment amount.
Expense Code
Description
Max Amount
$1,465
019
Paint & Materials
$600
502
Car Rental
$320
536
Admin Allowance
Please refer to WBP19-017 for additional information on rental guidelines
Rental must be claimed as Factory Warranty (FW) under the warranty
extension and not Factory Goodwill (FG).
Frequently Asked Questions (FAQ):
Q.
Is this a recall?
A.
No. This is not a recall. This is a warranty extension, which requires
a variable client copayment based on how many months the vehicle is
outside of the new vehicle limited warranty.
Q.
Are all 2011-2013 QX56 models eligible?
A.
No. Only specific vehicles produced between November 20, 2009 and
December 12, 2012.
Q.
How long is the warranty extension?
A.
The warranty is extended for 48 months and unlimited miles from the
vehicle’s original 48 month/60,000 mile new vehicle limited warranty
for a total of 96 months/unlimited mile warranty coverage for the pearl
white paint for delamination.
Q.
How can a retailer identify vehicles eligible for the warranty
extension and the required copay?
A.
Retailers can refer to the warranty extension page of Service Comm for
eligibility. The amount of copayment can be determined by the amount of
WHITE PAINT CLASS ACTION OWNER NOTIIFICATION | Original Document
time elapsed from the expiration of new vehicle limited warranty. The
client copayment amount will be confirmed by the paint estimate preapproval process.
Q.
What will be the corrective action?
A.
Retailers will work with a certified INFINITI body shop to repaint the
entire vehicle one time. The client will have a variable copayment
based on how many months the vehicle is outside of the new vehicle
limited warranty.
Q.
The vehicle requires additional preparation for paint beyond the
allotted time and the client declines to pay this additional expense.
How should I proceed?
A.
Any vehicle reconditioning required beyond the time and material
amounts specified are the responsibility of the client. This expense
will be in addition to the copayment. If the client declines and the
certified shop is unwilling to guarantee the repaint with the vehicle’s
current condition, the retailer and certified shop should have the
client sign an acknowledgement indicating they are declining the
recommended vehicle conditioning and the repaint quality cannot be
guaranteed if the client elects to continue with repainting the vehicle
without recommended reconditioning/repairs.
Q.
Will a rental car be provided while the vehicle is being repainted?
A.
Yes, affected owners may request a rental vehicle up to a $600 maximum
cost while their vehicle is being repainted. Rental vehicles should
only be provided during the time the vehicle is being repainted. Owners
should continue driving their vehicle while waiting for an opening in a
certified shop’s schedule.
Q.
Can clients choose to use a non-certified INFINITI body shop?
A.
No.
Q.
Is pearl white the only color covered under this warranty extension?
A.
Yes.
Q.
How can owners take advantage of the vehicle purchase incentive?
A.
Owners can contact INFINITI Consumer Affairs at 1-800-662-6200 between
the hours of 7am and 7pm Central Time Monday through Saturday.
Q.
Is the vehicle purchase incentive offer (VPP A-Plan) available for a
limited time?
WHITE PAINT CLASS ACTION OWNER NOTIIFICATION | Original Document
A.
Yes. Owners must choose to exercise their purchase offer by April 30,
2020.
Q.
Can owners get their vehicle repainted and exercise the vehicle
purchase incentive?
A.
Yes. However, only individual owners are eligible to claim the repaint.
Retailers cannot claim a repaint on vehicles acquired through trading
or auction purchases.
Q.
Can owners exercise the vehicle purchase incentive and seek
reimbursement for past vehicle repainting expenses resulting from white
paint delamination within the time limits of the extended warranty?
A.
Yes. However, only individual owners are eligible to claim the repaint.
Retailers cannot claim a repaint on vehicles acquired through trading
or auction purchases.
Q.
If owners have paid for partial repainting within the time limits of
the extended warranty, can they receive reimbursement of previous
expenses and have their entire vehicle repainted?
A.
Yes. Owners should visit www.vehiclepaintsettlement.com for
instructions on submitting a reimbursement claim. Owners can also
present their vehicle at any INFINITI retailer for an inspection and
repainting estimate.
Q.
How can owners seek reimbursement for repairs previously conducted?
A.
Instructions for submitting a reimbursement claim can be found at
www.vehiclepaintsettlement.com.
Q.
How is potential parts replacement coverage determined during the
estimation process?
A.
Any parts replacement, including one time use parts, should be included
in the estimate submitted to the warranty claims call center as part of
the pre-authorization process. The warranty claims call center will
advise which parts can be covered under this warranty extension.
Q.
How should owner concerns about corrosion of areas where the paint has
delaminated be addressed?
A.
If the corrosion was caused by environmental exposure as a result of
paint delamination, the cost of repairs should be submitted to the
warranty claims call center as part of the pre-authorization process.
The warranty call center will make a determination on coverage for this
expense. If the determination results in client responsibility and the
client declines to repair the corrosion, the retailer and certified
shop should have the client sign an acknowledgement indicating they are
declining the recommended vehicle conditioning and the repaint quality
WHITE PAINT CLASS ACTION OWNER NOTIIFICATION | Original Document
cannot be guaranteed if the client elects to continue with repainting
the vehicle without recommended reconditioning/repairs.
Q.
What can a client with paint delamination concerns do if their vehicle
is not included in this settlement?
A.
If a client has a paint peeling concern on a vehicle not included in
this settlement, they can contact INFINITI Consumer Affairs at 1-800662-6200 with their concern. Owners should have proof of vehicle
ownership and documentation of any expenses incurred.
Q.
How will affected owners be notified of this class action settlement?
A.
Eligible owners will be notified by U.S. mail beginning in January
2020.
Q.
What will owners be told in the settlement notice?
A.
Eligible owners will receive a notification via U.S. Mail with the
following information:
This notice supplements the mailing you received in October 2019
regarding the proposed settlement in Nelson v. Nissan North America,
Inc., Case No. 3:17-cv-01114 (M.D. Tenn.), a class action lawsuit
concerning paint peeling in INFINITI QX56.
The settlement received final court approval on December 19, 2019.
Class Members who have completed a repaint at their own expense may now
submit a valid reimbursement claim any time through December 19, 2020.
Instructions for submitting a reimbursement claim can be found at
www.vehiclepaintsettlement.com. Class Members whose vehicles are in
need of a repaint, but who have not yet obtained a repaint may visit
any Authorized INFINITI retailer to complete a repaint, subject to the
terms of the settlement.
Additionally, you are automatically eligible for special pricing on a
new Nissan or INFINITI vehicle through INFINITI's Vehicle Purchase
Program (A-plan), which provides pre-negotiated pricing on new Nissan
and INFINITI vehicles. You are eligible to obtain Vehicle Purchase
Program benefits until April 30, 2020 and need only present this notice
when visiting an Authorized Nissan dealer or INFINITI retailer.
Note: Retailers can direct customers to call INFINITI Customer Affairs
at Consumer Affairs at 1-800-662-6200(see FAQ above)
Q.
Where can I find additional information about this settlement?
A.
For more information, or if you have any questions, please visit
www.vehiclepaintsettlement.com.
WHITE PAINT CLASS ACTION OWNER NOTIIFICATION | Original Document
Revision History:
Date
January 10, 2020
Announcement
Original
Purpose
Announce warranty extension/class
action settlement
WHITE PAINT CLASS ACTION OWNER NOTIIFICATION | Original Document