ITB09-039J

Classification:
Reference:
Date:
BT09-053J
ITB09-039J
February 27, 2023
WINDSHIELD CRACKING
This bulletin has been amended. See AMENDMENT HISTORY on the last page.
Please discard previous versions of this bulletin.
APPLIED VEHICLES:
All Infiniti
SERVICE INFORMATION
The purpose of this bulletin is to give Infiniti retailers guidelines to help determine if windshield breakage or
damage is covered under warranty or is the client’s responsibility.
Nissan North America (NNA) is not responsible for damage to glass that is a result of objects striking or
scratching the glass, including damage caused by the installation of aftermarket window tinting.
However, NNA is responsible for manufacturing issues such as distorted glass and cracks that are due to
improper installation or damage to the glass during vehicle assembly. NNA typically does not find any type of
cracks in the windshield due to stress after the pre-delivery inspection (PDI).
Glass damage can be categorized in three general areas:
1. Cracks due to objects striking the glass (page 2).
2. Cracks due to scratch in glass surface (page 5).
3. Distortion or cracks due to manufacturing fault (page 7).
Part Return Process Reminder:
Prior to removal, retailers must take at least two digital
photographs of the damaged area. Retailers are required to
mark glass and other components returned that have
“visible issues” using masking tape or appropriate means
(grease pen, etc.) to identify and highlight the area damaged.
HINT:

The claim may be debited if the part is not marked
properly and/or missing the required digital photographs.

Refer to the Glass Part Return section of the Infiniti Assurance Products Reference Manual (APRM) for
complete glass return details.
Infiniti Bulletins are intended for use by qualified technicians, not 'do-it-yourselfers'. Qualified technicians are properly trained
individuals who have the equipment, tools, safety instruction, and know-how to do a job properly and safely. NOTE: If you believe
that a described condition may apply to a particular vehicle, DO NOT assume that it does. See your Infiniti retailer to determine if this
applies to your vehicle.
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1) HOW TO DETERMINE IF GLASS DAMAGE IS DUE TO OBJECTS STRIKING THE GLASS
Cracks from Objects Striking the Glass
Most windshield damage that occurs due to impact is easily identified as shown below:

Cone shaped break (A, B, C)

Crush mark (D, E1, F)

Star shape crack (C, D, E2, F)
A
B
C
D
F
E1
E2
Cracks can spread and become larger from the original strike point or crush mark due to:

Thermal stresses caused by temperature fluctuation.

External physical stresses, such as hand touch, wind force, or vehicle vibration during driving (pot
holes).
A lead, or crack from one of the star cracked impact points can run to the edge of the glass and appear to be a
low stress crack starting from the glass outside edge.
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ITB09-039J
Single Crack Beginning or Ending at the Edge of the Glass
Single cracks must be inspected along the entire crack for impact marks.



If any impact mark is found anywhere along the crack, it indicates the damage occurred from an object
striking the windshield. This is not covered under warranty.
The tip of a ball point pen can be run along the crack in the windshield to find the impact point.
A magnifying glass (10X magnification) may be necessary to identify impact marks that may be less
than 1 mm in diameter.
HINT: A lead, or crack from an impact point can run to the edge of the glass and appear to be a low
stress crack starting from the glass outside edge.
Impact Mark
Single crack with no impact mark:
Warranty
Single crack with impact mark:
Not Warranty
Compound Crack Beginning or Ending at the Edge of the Glass
This type of crack is always caused by impact to the glass. The point of impact is located where the crack
“branches out”.
Impact Mark
Compound crack: Not Warranty
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ITB09-039J
Cracks That Are Only in the Middle of the Glass
This type of crack does not begin or end at the edge of the glass.

These cracks are always caused by an impact to the glass and are not covered under warranty.
Cracks not reaching edge: Not Warranty
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ITB09-039J
2) HOW TO DETERMINE IF GLASS DAMAGE IS DUE TO A SCRATCH IN THE GLASS SURFACE
Cracks from a Scratch in the Glass Surface
Glass is produced by fusing together various raw materials such as silica, soda ash, and limestone, and has
hardness of 5 to 6 on the Mohs scale (for reference, a diamond has a hardness of 10 on the same scale).
Since earth and sand can contain substances harder than that of glass, glass can be easily scratched by:

Fine sand particles.

Hard metal.

Rubbing action of contaminated wiper rubbers, or sand particles caught between the wiper and the
glass, especially when operating the wipers in a dry condition.
A magnifying glass (10X magnification) may be necessary to identify wiper scratches as a start point of cracks
in the glass.

Inspect the wiper paths (may be a single scratch of a group of scratches).

Small scratches can cause a small rupture in the outer glass surface, which can lead to a crack from
thermal conditions, vehicle vibration during driving, or wind pressure.
Wiper
position
Wiper position
Scratch from sand/stone: Not Warranty
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ITB09-039J
A magnifying glass (10X magnification) may be necessary to identify metal object scratches as a start point of
cracks in the glass.

Scratches can occur from metal objects such as keys and metal buttons. These scratches are typically
sharp and can be found anywhere on the glass surface.

Thoroughly examine the entire length of the crack to identify any scratch as a start point.

Small scratches can cause a small rupture in the outer glass surface, which can lead to a crack from
thermal conditions, vehicle vibration during driving, or wind pressure.
Scratch from metal objects: Not Warranty
A magnifying glass (10X magnification) may be necessary to identify scratches caused by a contaminated towel
as a start point of cracks in the glass.

Scratches can occur from wiping the glass with a towel that has sand particles or dirt on it.

These scratches are typically long and have several scratches concentrated together.

These scratches can be found anywhere on the glass surface.

Thoroughly examine the entire length of the crack to identify any scratch as a start point for cracks in
the glass.
Magnified
42x
Scratch from dirty towel/cloth: Not Warranty
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ITB09-039J
3) HOW TO DETERMINE IF GLASS HAS DISTORTION OR CRACKS DUE TO MANUFACTURING ISSUE
Distortion or Cracks Due to Manufacturing Issue
Open bubble – Warranty
Surface blister - Warranty
Adhesion chip – Warranty
(Can occur from a manufacturing issue such
as adhesion of molding to the glass surface
along the glass edge.)
Surface blister – Warranty
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ITB09-039J
CLAIMS INFORMATION
For manufacturing issue claims only:
Submit a Primary Failed Part (PP) line claim using the following claims coding:
DESCRIPTION
PFP
OP CODE
SYM
DIA
FRT
RPL Windshield
(1)
UG10AA
FD
03
(2)
(1) Reference the Electronic Parts Catalog (EPC) and use the applicable Windshield P/N as the PFP.
(2) Reference the current Infiniti Warranty Flat Rate Manual and use the indicated FRT.
HINT: Refer to the Glass Part Return section of the Infiniti Assurance Products Reference Manual (APRM) for
complete glass return details.
Part Return Process Reminder:

Retailers are required to take at least two digital photographs that clearly identify the alleged glass
defect prior to removing the glass from the vehicle.

Digital photographs must be kept in retailer records.

Retailers are required to mark glass and other components returned that have “visible issues” using
masking tape or appropriate means (grease pen, etc.) to identify and highlight the area damaged.

The new glass warranty form must be completed and digital photograph files attached through ASIST
for:
1. Over DCAL Warranty Call Center pre-authorization
2. Glass Part Return requests

The claim will be subject to a claim debit if the part is not marked properly and/or missing the
required digital photographs (via ASIST) to support identification of a warrantable defect.
Glass warranty form
is found here
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ITB09-039J
AMENDMENT HISTORY
PUBLISHED DATE
REFERENCE
DESCRIPTION
August 25, 2009
ITB09-039
Original bulletin published
March 8, 2013
ITB09-039A
Latest models and model years applied
April 28, 2015
ITB09-039B
Latest models and model years applied, and pages 1 and 3
revised
January 28, 2016
ITB09-039C
Latest models and model years applied, and the “Part Return
Process Reminder” section revised
February 21, 2017
ITB09-039D
Latest models and model years applied, aftermarket window
tinting statement added, and APRM reference on pages 1 and
8 revised
November 29, 2017
ITB09-039E
Latest models and model years applied, and warranty
information on pages 1 and 8 revised
April 9, 2018
ITB09-039F
Latest models and model years applied
May 15, 2019
ITB09-039G
Latest models and model years applied, and APRM reference
on pages 1 and 8 revised
May 10, 2021
ITB09-039H
Latest models and model years applied, and APRM reference
on pages 1 and 8 revised
February 17, 2022
ITB09-039I
Publication date revised to include the latest models and model
years
February 27, 2023
ITB09-039J
Publication date revised to include the latest models and model
years, and APRM reference on pages 1 and 8 revised
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ITB09-039J