NAS20.03.002

9HP TRANSMISSION EXTENDED WARRANTY USA
NAS20.03.002
WARRANTY
USA
AFTERSALES BULLETIN
MARCH 3, 2020
TO: all Authorized Land Rover Retailers
RE: 9HP Transmission Extended Warranty - USA
The extended warranty coverage is applicable to Land Rover 2015MY Discovery Sport (L550) and 2014-2015MY
Range Rover Evoque (L538) vehicles imported and sold as new in the United States (the “Applicable Vehicles”) and
extends the transmission warranty coverage to 5 years or 62,500 miles (whichever occurs first).
What does this Extended Warranty cover?
This extended warranty covers all repairs to, or replacement of, the 9HP automatic transmission assembly, any
internal parts, and updates to operating software on Applicable Vehicles. Additional emission warranties applicable
to the Transmission Control Module and Valve block are unaffected by this extended warranty coverage.
What do Retailers need to do?
Repairs to Applicable Vehicles will follow the standard Jaguar Land Rover repair process.
Retailers must:
Check for eligible vehicles on the warranty coverage section of the Land Rover DDW inquiry screen;
Follow the repair procedures provided in TOPIx; and
Submit a warranty claim via the warranty system.
NOTE: where the standard 4-year/50,000-mile Land Rover warranty has expired (but the 5-year/62,500 mile
extended warranty has not yet expired), the warranty claim must be submitted using Program Code ‘TRN’. All
warranty claims related to the Transmission control module and valve block beyond the 4-year/50,000-mile Land
Rover Warranty should continue to use the relevant emissions warranty Program code ‘S07’.
Customer Reimbursement Process
If a customer has indicated that they have already paid for this concern as a normal retail repair (after the
expiration of the standard 4-year/50,000-mile warranty and before the expiration of the 5-year/62,500 mile
extended warranty), the process for reimbursement for out-of-pocket expenses is detailed in the customer letter
and customers should be directed to follow the claim steps set out in this letter.
Goodwill Vouchers
Customers affected by this concern will be offered a service and parts voucher which can be used toward the
purchase of a Jaguar or Land Rover vehicle or towards parts or services on an existing 2015MY Discovery Sport
(L550) and 2014-2015MY Range Rover Evoque (L538) vehicles. The voucher amount depends on the number of
times the customer has visited a retailer within the first 4 years or 50,000 miles. Where a customer presents a
voucher, reimburse via Goodwill using the standard non-mechanical ‘CE’ process. Upon receipt of a claim form,
vouchers will be supplied to eligible customers by the Customer Response Team-9HP, in accordance with the
details in the attached customer letter that Land Rover is mailing to all owners of affected vehicles. Please see
sample voucher attached.
For questions regarding the content of this publication, please contact:
Imanda Baladi
Upstream Technology & Warranty Manager
888.577.8577 > Option 5 [email protected]
Jaguar Land Rover North America, LLC
100 Jaguar Land Rover Way
Mahwah, NJ 07495
DRAFT CUSTOMER LETTER RE 9HP WARRANTY EXTENSION,
REIMBURSEMENT AND VOUCHERS
[DATE – TO BE SUPPLIED]
RE:
9HP Automatic Transmission Warranty Extension, Customer Reimbursement,
& Retail Vouchers
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Vehicles Affected:
Range Rover Evoque – Model Year 2014-2015
Land Rover Discovery Sport – Model Year 2015
Dear current or former Range Rover Evoque/ Land Rover Discovery Sport owner or lessee:
This letter is to notify you that Jaguar Land Rover North America (JLRNA) has decided to
offer additional benefits related to the automatic transmission installed in 2014-2015 model
year Range Rover Evoque and 2015 model year Land Rover Discovery Sport vehicles.
In line with its commitment to customer satisfaction, JLRNA is offering these benefits in
response to reports of performance issues with a limited number of these transmissions. As
a current or former owner or lessee of one of these vehicles, you are potentially eligible for
some or all of these benefits.
What additional benefits are being offered?
JLRNA is offering three types of benefits:
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1) Extended Warranty Coverage. Repairs or replacement of the automatic transmission
assembly (including operating software) that satisfy the terms of the New Vehicle
Limited Warranty will be covered for an extended period of five (5) years or 62,500
miles, whichever occurs first.
2) Reimbursement for Repairs/Replacements. Reimbursement of part and labor costs
incurred for past repairs or replacements of the automatic transmission assembly
(including operating software) performed by Land Rover retailers within the
extended warranty period.
3) Vouchers Redeemable at Jaguar and Land Rover Retailers. These vouchers can be
used towards the purchase of a Land Rover or Jaguar vehicle or towards parts or
service on an existing 2014-2015 model year Range Rover Evoque and 2015 model
year Land Rover Discovery Sport vehicle. As explained in the chart below, the
voucher value depends on the number of times that you may have visited a Land
DRAFT CUSTOMER LETTER RE 9HP WARRANTY EXTENSION,
REIMBURSEMENT AND VOUCHERS
Rover retailer within the first four (4) years or 50,000 miles that your vehicle was in
service with one or more of the following complaints: rough, delayed, or sudden
shifting; grinding noise during shifting; harsh engagement of gears; or reduced power
when the vehicle shifts into gear (hereafter referred to as a “Transmission-Related
Complaint”).
VOUCHER VALUE
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NO. OF TRANSMISSION-RELATED
COMPLAINTS
3-4
5-6
7-8
9 or more
$100
$200
$300
$400
What should I do to claim these benefits?
1) If there is a transmission component that requires repair or replacement, and
otherwise satisfies the terms of the New Vehicle Limited Warranty, you can receive
the benefit of extended warranty coverage by delivering your vehicle to your
preferred Land Rover retailer during the extended warranty period and requesting
warranty coverage.
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2) To be reimbursed for out-of-pocket costs paid within the extended warranty period
for one or more automatic transmission repairs or replacements (including operating
software), you should complete the enclosed Claim Form and Release, attach
photocopies of receipts or repair orders as evidence of repair, and mail it to Customer
Response Team-9HP, 1650 Arch Street, Suite 2210, Philadelphia, PA 19103 within
ninety (90) days of the date of this letter. The Claim Form and Release must be
received by the Customer Response Team-9HP within one hundred and twenty (120)
days of the date of this letter in order to be processed.
3) To receive a voucher in one of the amounts described above, you should complete the
enclosed Claim Form and Release, attach photocopies of receipts or repair orders as
evidence of repair, and mail it to Customer Response Team-9HP, 1650 Arch Street,
Suite 2210, Philadelphia, PA 19103 within ninety (90) days of the date of this letter.
The Claim Form and Release must be received by the Customer Response Team-9HP
within one hundred and twenty (120) days of the date of this letter in order to be
processed. Vouchers are not transferable and are valid for one (1) year from the date of
this letter. Please refer to the voucher for any additional terms and limitations.
DRAFT CUSTOMER LETTER RE 9HP WARRANTY EXTENSION,
REIMBURSEMENT AND VOUCHERS
Who should I contact with questions?
Should you have any questions regarding the benefits described in this letter, please contact
Customer Response Team-9HP, 1650 Arch Street, Suite 2210, Philadelphia, PA 19103, (833)
995-2145, [email protected].
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We appreciate your confidence in our product and wish to do everything we can to retain
that confidence.
Sincerely,
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Rory Beattie
Vice President, Customer Service
Jaguar Land Rover North America
9HP Automatic Transmission Retail Voucher
Issue Date: _______, 2020
[Name]
[Address1]
[Address2]
[City], [State] [Zipcode]
$[XXXX] Voucher
[BAR CODE]
Voucher Serial Number: [Voucher Number]
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You are receiving this Voucher because you submitted a Claim Form and Release related to the automatic transmission
installed in a 2014‐2015 model year Range Rover Evoque or 2015 model year Land Rover Discovery Sport vehicle.
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This Voucher is valid for one (1) year from the issue date above. It expires on ________, 2021. This Voucher may be
redeemed only at an authorized Land Rover retailer in the United States and may only be used towards the purchase of
a Land Rover or Jaguar vehicle or towards parts or service on an existing 2014‐2015 model year Range Rover Evoque or
2015 model year Land Rover Discovery Sport vehicle.
This Voucher is not redeemable for any cash whatsoever. No refund or change will be given on any unused portion of
the Voucher. This Voucher is not valid for use in connection with past purchases. Further, this Voucher is not
transferable to anyone other than the individual identified above.
This Voucher may be used only one time and is subject to fraud prevention measures. Please present this Voucher to
the authorized Land Rover retailer when paying for eligible products or services.
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Retailer: please reference Bulletin # _______ for further instructions.
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