NAS21.11.006

UPDATE PRIOR TO SALE H386 UPS9621 PIVI UPDATE
NAS21.11.006
WORKSHOP
USA
AFTERSALES BULLETIN
NOVEMBER 09, 2021
DESCRIPTION OF ISSUE
An issue has been identified on specific vehicles within the following model and Vehicle Identification Number
(VIN) ranges. There has been a fundamental upgrade in the customer experience of the PIVI infotainment system.
This campaign will update the PIVI Infotainment system to the latest software level.
AFFECTED VEHICLE RANGE
E-PACE (X540)
Model Year: ................... 2022
VIN Range: .................... SADFP2FXXN1027931 - TBC
I-PACE (X590)
Model Year: ................... 2022
VIN Range: .................... SADHD2S14N1618095 - TBC
Visit the British Brands Sales Suite (BBSS) website for a list of affected vehicles at your retailer.
SERVICE PROGRAM / REWORK ACTION
An authorized Jaguar retailer will update the PIVI infotainment system to the latest software level.
There will be no charge to owners for this action under this program.
ACTION TO BE TAKEN
Use the Jaguar Land Rover claims submission system to make sure that the vehicle is affected by 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 H386 UPS9621-1BNAS, PIVI Update, for detailed repair instructions.
PARTS
No parts required.
TOOLS
Refer to the Technical Bulletin referenced above for any required special tools.
WARRANTY
NOTE: use the Jaguar Land Rover claims submission system to make sure that a vehicle is affected by this program
prior to undertaking any rework action.
Jaguar Land Rover North America, LLC
100 Jaguar Land Rover Way
Mahwah, NJ 07495
At the time of confirming a booking for vehicle repair, make sure that all outstanding Service Actions are identified
to make sure the correct parts are available and adequate workshop time is allocated for repairs to be completed
in one visit.
Warranty claims should be submitted quoting program code H386 with the relevant option code from the table
below. As option codes are used there is no requirement for you to enter SROs or parts, these are included for
information only.
The Option Code(s) that allows for the drive in/drive out allowance may only be claimed if the vehicle is brought
into the workshop for this action alone to be undertaken.
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 Feb. 28, 2022 closure
date must be submitted for payment within 30 calendar days of completion of the repair.
PROGRAM CODE
OPTION CODE
DESCRIPTION
H386
A
Complete SOTA recovery application and clear
SOTA persistency
H386
B
Complete SOTA recovery application and clear
SOTA persistency
Drive in/drive out
H386
C
Update TCU software, complete SOTA recovery
application and clear SOTA persistency
H386
D
Update TCU software, complete SOTA recovery
application and clear SOTA persistency
Drive in/drive out
SRO
TIME (HOURS)
05.10.70
0.7
05.10.70
0.7
10.10.10
0.2
05.11.16
1.6
05.11.16
1.6
10.10.10
0.2
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.
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