P4202

Aftersales Retailer Support 2014 Q50 Direct
Adaptive Steering Voluntary Service Campaign &
Infiniti InTouch™ System Update
Reference: P4201, P4202, P4203, P4204, P4205, P4206
Date: January 24, 2014
Attention: Retailer Principal, Sales, Parts and Service Managers
Retailer Announcement:
Infiniti is conducting a Voluntary Service Campaign on certain MY2014 Q50 vehicles to
update the Direct Adaptive Steering™ (DAS) system, and an provide an enhancement
to the Q50 Infiniti InTouch™ system that will update the vehicle to current productionlevel software.
DAS Service Campaign
In certain conditions such as freezing outside temperatures or a drop in battery charge
at startup, the current DAS system software calibration may switch the system to a
manual steering mode that requires a noticeable increase in steering effort and
illuminates one or more error messages on the vehicle information display. To help
prevent this from occurring, retailers will perform a DAS system diagnostic check,
software update, and recalibration. In certain instances, the DAS control units may
require replacement.
Infiniti InTouch™ System Update
The planned update to the Infiniti InTouch™ System software will upgrade the software
to current production levels, and is designed to improve the functionality of the Infiniti
InTouch™ system, and the overall driving experience. Enhancements include:



Improved iPod USB cable connectivity
Enhanced SiriusXM® functionality
Faster steering wheel volume control response
Infiniti is still diligently working on Infiniti InTouch Apps™. When the new feature will be
available has not been determined. However, Infiniti will provide more information
when it is available. The patience of all our valued customers is greatly appreciated
while we give this matter our full and utmost attention.
The applicable campaign bulletins will detail the necessary repair procedure and claims
information for both the service campaign and the InTouch system update.
1|
Campaign PNC Summary:
Due to the specific repairs required on each vehicle involved in these campaigns, there are 6
separate PNC’s with Campaign Bulletins. The description of each PNC is as follows:

Direct Adaptive Steering™ (DAS)
o P4201- Reprogram only- ITB14-006
o P4202- Reprogram and calibration- ITB14-007
o P4203- Replace 3 control units, reprogram, and calibrate- ITB14-008
o P4204- Replace 3 control units, reprogram, calibrate, & reset AVM- ITB14-009

InTouch™ System Software Update
o P4205- Software Update and SiriusXM® Activation Signal Refresh ITB14-004
o P4206- Software Update- ITB14-005
Parts Information:
The majority of the repairs associated with these service campaigns will not require parts.
DAS Campaigns (P4203 & P4204) affect ~ 520 vehicles and will require a set of three
control units.
The control units will be on a parts restriction. Infiniti will send an automatic part shipment
to retailers with affected vehicles in inventory or if they are a retailer of record for an
affected vehicle that has been retailed. The automated shipment will include all three
control units needed for the repair. Shipments for these control units are planned to arrive
at retailers by February 3, 2014.
Retailers are requested to not submit parts order forms for P4203 & P4204 until after they
have received their automated shipments. The parts order form will be used to order each
control unit.
 P4203 or P4204: the parts order form will need to specify one of each control unit.
 If a specific control unit is required due to a programming error or failure, order only
the specific control unit(s) required using the parts order form.
Repair Instructions:
Infiniti has developed Service Campaign Bulletins containing instructions to perform these
campaign repairs, part information, and claims information. These instructions are available
on ASIST and on NNAnet.com under My Documents in the Sales/Campaign, Parts/Campaign
and Service/Campaign categories.


Direct Adaptive Steering™ (DAS)
o P4201- ITB14-006
o P4202- ITB14-007
o P4203- ITB14-008
o P4204- ITB14-009
InTouch™ System Software Update
o P4205- ITB14-004
o P4206- ITB14-005
Note: Certain vehicles will be affected by the DAS and InTouch™
System service campaigns. Retailers should address both campaigns
accordingly. A vehicle will have a maximum of 2 campaigns
applicable (1 DAS and/or 1 InTouch™).
2 | Voluntary Service Campaigns Launch: P4201, P4202, P4203, P4204, P4205, P4206
Vehicle Identification:
MY 2014 Q50 vehicles subject to these service campaigns can be identified as follows:

Service Comm – Beginning Saturday, January 25th, Retailer sales and service
departments can complete an inquiry on Service Comm – Campaign I.D. P4201,
P4202, P4203, P4204, P4205, P4206 – to determine if a vehicle is subject to
these service campaigns.

VIN List – As a courtesy, posted with this announcement is a list of affected
retailer inventory VINs by region, district, and Retailer Code.
Retailer’s Responsibility:
It is the retailer’s responsibility to check Service Comm using the appropriate Campaign I.D.
for the campaign status on each vehicle falling within the range of this voluntary 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 service campaign was part of a retailer trade, the
letter associated with that VIN should be forwarded to the appropriate retailer for service
completion.
Owner Notification:
Clients with vehicles affected by both campaigns will be notified beginning the week of
January 27th. Clients with vehicles affected by only the Infiniti InTouch™ System update
will be notified beginning February 10, 2014.
Infiniti Aftersales Retailer Support
1/24/14
FAQ – Direct Adaptive Steering
Q.
Is my vehicle safe to drive?
A.
Yes. Your Infiniti Q50 is safe and meets all applicable safety standards.
Q.
Is this a safety recall?
A.
No, this is a service campaign being conducted for client satisfaction purposes. The
vehicle will still meet and exceed applicable safety standards and no safety
issue exists.
Note: There was previously a recall (R1310) issued on Q50 vehicles for a
Direct Adaptive Steering™ (DAS) issue. That was a separate, unrelated issue
that has already been addressed with the specific vehicles affected.
3 | Voluntary Service Campaigns Launch: P4201, P4202, P4203, P4204, P4205, P4206
Q.
How does this Service Campaign relate to the Safety Recall announced in
November 2013?
A.
The recall campaign was due to software installed in 38 vehicles. The subject
vehicles received a Direct Adaptive Steering software update that contained an error.
Infiniti USA isolated all the affected vehicles and had them repaired.
Q.
What will be the corrective action for the DAS service campaign?
A.
Infiniti retailers will perform a DAS system diagnostic check, software update, and
recalibration. In certain instances, your Infiniti retailer may need to replace the DAS
control units. All services will be performed at no cost to you for parts or labor. This
service should take approximately 2-3.5 hours to complete (depending on the
repair), but your Infiniti retailer may require your vehicle for a longer period of time
based upon their work schedule.
Q.
What is the reason for this service campaign?
A.
In certain conditions such as freezing outside temperatures or a drop in battery
charge at startup, the current DAS system software calibration may switch the
system to a manual steering mode that requires a noticeable increase in steering
effort and illuminates one or more error messages on the vehicle information display.
To help prevent this from occurring, Infiniti will update the DAS software and
recalibrate the system.
Q.
Is it necessary to have this service campaign performed on my vehicle if I
live in warm temperatures?
A.
Although not every vehicle will experience freezing outside temperatures, Infiniti
recommends every client allow an Infiniti retailer to perform the service campaign on
their vehicle.
Q.
Are there any parts needed to perform this Service Campaign?
A.
In certain instances, the Infiniti retailer may need to replace the DAS control units.
Q.
What model year vehicles are involved?
A.
MY 2014 Infiniti Q50 vehicles equipped with Direct Adaptive Steering. All Q50 Hybrid
models and vehicles equipped with the Deluxe Touring Package (K01) are equipped
with Direct Adaptive Steering.
Q.
Are you experiencing this condition on any other Infiniti (or Nissan)
models?
A.
No. This condition does not affect any other Infiniti (or Nissan) vehicles.
4 | Voluntary Service Campaigns Launch: P4201, P4202, P4203, P4204, P4205, P4206
Q.
How long will the corrective action take?
A.
In most cases, this repair should take less than 2 hours to complete. Some repairs
may require up to 3.5 hours for completion, but your Infiniti retailer may require
your vehicle for a longer period of time based upon their work schedule.
Q.
Why do some vehicles receive different repairs than others?
A.
Some vehicles have been in service and/or received prior repairs. The affected
vehicle populations are identified at a VIN level. The appropriate repair is specific to
each vehicle based on its manufacturing and repair history. All vehicles will receive
the same software, which is the current production level.
Q.
This vehicle has been in for previous repairs to the Direct Adaptive Steering
System, why weren’t these repairs identified then?
A.
Infiniti is committed to providing the highest quality products and client experience.
This Direct Adaptive Steering System is new technology with personalized
customization capability. Infiniti continues to refine system performance based on
client feedback and actual driving experiences to optimize our entire clientele’s
driving experiences.
FAQ – Infiniti InTouch™ System Update
Q.
Is this a safety recall?
A.
No, this is a planned Infiniti InTouch™ System enhancement being offered to
enhance system performance and our client’s driving experience. The vehicle will
still meet and exceed applicable safety standards and no safety issue exists.
Q.
What will be the corrective action?
A.
Infiniti retailers will install the software update on identified vehicles and if
necessary, refresh the activation signal for SiriusXM® service at no charge to the
client for parts or labor.
Q.
What is the reason for the Infiniti InTouch™ System Update?
A.
Like many digital devices, the Infiniti InTouch system is designed to allow for
software updates. This planned update to the Infiniti InTouch system software will
upgrade your software to current production levels, and is designed to improve the
functionality of the Infiniti InTouch™ system, and your overall driving experience.
Enhancements include:

Improved iPod® USB cable connectivity

Enhanced SiriusXM® functionality

Faster steering wheel volume control response
5 | Voluntary Service Campaigns Launch: P4201, P4202, P4203, P4204, P4205, P4206
Q.
Are you experiencing this condition on any other Infiniti (or Nissan)
models?
A.
No. This update is not applicable to or necessary for any other Infiniti (or Nissan)
vehicles.
Q.
Why did the software change in production?
A.
The system is designed to receive periodic updates. Software may be refined from
time to time to optimize performance and ensure continued owner satisfaction.
Q.
Does this software update extend my free-trial period?
A.
The free-trial period is activated upon delivery of your vehicle. The software update
does not affect the timing of your free-trial period.
Q.
Are Infiniti InTouch™ functions limited while driving?
A.
Driver distraction regulations may cause certain functions to be unavailable while
driving. For example, keyboard entry is only available when the vehicle is stationary.
Q.
How long will the corrective action take?
A.
This enhancement should take approximately 1 hour to complete, but your Infiniti
retailer may require your vehicle for a longer period of time based upon their work
schedule. If a client’s vehicle is also subject to Direct Adaptive Steering System
Service Campaign (P4201, P4202, P4203, or P4204) up to 3.5 additional hours of
repair may be required.
Q.
Is it safe to use my vehicle until the repairs can be made?
A.
Yes. Your Infiniti Q50 is safe and meets all applicable safety standards.
Q.
Where can I find more information on Infiniti InTouch™ features and
services?
A.
http://www.infinitiusa.com/intouch.
Q.
When I purchased my vehicle, I was told Apps would be available soon.
When will I receive Infiniti InTouch Apps™?
A.
Infiniti is still diligently working on Infiniti InTouch Apps™. When the new feature will
be available has not been determined. However, Infiniti will provide more
information when it is available. The patience of all our valued customers is greatly
appreciated while we give this matter our full and utmost attention.
6 | Voluntary Service Campaigns Launch: P4201, P4202, P4203, P4204, P4205, P4206