N438RetINFO

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Update Prior to Sale Notice
Changes are highlighted in blue
Issue Date:
Expiry Date:
13/02/2020
13/02/2021
Action No.:
N438 UPS0720-3B
To:
Jaguar Land Rover North America, LCC
Attention:
Managing Director, Sales Director and Customer Service Director
Model(s):
Model/Variant
Range Rover (LG)
Range Rover Sport (LW)
VIN Range:
from
to
400085
401233
724542
725492
Tire Information Label - Poor Quality Print
Subject:
Information:
Model Year(s):
from
to
2020
2020
2020
2020
HOLD at Port of Entry Facility only.
This bulletin has been issued to provide the relevant repair instructions, parts and
warranty information.The bulletin is valid for one year only. Repairs must be
completed prior to the expiry date at the top of this bulletin
This bulletin does not apply to any vehicles 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 will be communicated through a separate bulletin
Dear Colleagues
Issue
A potential concern has been identified on specific vehicles within the above Vehicle Identification
Number (VIN) range.
It has been identified that certain tire information labels, installed to the left lower B-pillar, have
been manufactured away from the required specification, therefore not meeting the regulated
requirements for Canada and USA. Vehicles must be reworked ahead of entering into commerce
in the affected markets.
Tire information labels to be provided to ports free of charge.
Action to be taken
This bulletin directs affected markets retailers and authorized repairers to hold any unsold
vehicles in the affected VIN range.
Retailer/authorized repairers are reminded that they must not sell vehicles identified as affected
by this bulletin until such time as the repair has been successfully completed.
Check the Jaguar Land Rover (JLR) claims submission system to make sure that the
vehicle is affected by this bulletin prior to starting this service instruction. The claims
submission system will be updated to reflect only those vehicles affected. Should you
require a list of the affected vehicles, please contact the JLR Field Actions team by
email at [email protected]. All overseas requests should be forwarded via
the NSC / Regional Office only.
https://topix.jlrext.com/topix/service/procedure/1037588/ODYSSEY_FSA/G2475712/en_...
2/13/2020
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Customer Communication
Should this bulletin mean that you are unable to deliver an affected vehicle to a customer at an
agreed handover date, advise the customer of the following:
"Jaguar Land Rover are 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 have advised us that there is an upgrade to be completed 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 make sure that customers benefit from the very latest technology to make sure
your ownership experience is the best 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 to
the launch of any Update Prior to Sale (UPS) notice.
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 UPS 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.
Yours faithfully
Stephen Oldham
Customer Service Quality - Senior Manager
https://topix.jlrext.com/topix/service/procedure/1037588/ODYSSEY_FSA/G2475712/en_...
2/13/2020