N837 UPS5123-2

UPDATE PRIOR TO SALE NOTICE
Global Service Action
Number: N837 UPS5123-2
Changes are highlighted in blue
Subject:
Publication No.: N837 UPS5123-2
Structural Adhesive Concern
Model: Range Rover (LK)
Model Year: 2024
Model: Range Rover Sport (L1)
Model Year: 2024
Date of Issue: 15 December 2023
Expiry Date: 15 December 2024
To:
All National Sales Companies (NSCs), importers, retailers and authorized repairers.
For the
Attention of:
The approved Jaguar Land Rover (JLR) retailer/authorized repairer.
Important:
Rest of World: Quarantine in retailer/authorized repairer or applicable NSC location.
North American Territories: Hold at port of entry facility or in retailer/authorized repairer
NOTE: The information in this campaign is intended for use by professional technicians. If you are not a
JLR retailer/authorized repairer, do not assume that a condition described affects a specific vehicle.
Contact an authorized JLR retailer/authorized repairer to determine if this campaign applies to a specific
vehicle.
This campaign has been issued to provide the relevant repair instructions, parts and warranty information.
This campaign is valid for one year only. Repairs must be completed prior to the expiry date at the top of
this campaign.
This campaign does not apply to any vehicles already registered and in use, either with the
retailer/authorized repairer, or customer. Any vehicle already in use may continue to be driven and any
repair instructions will be communicated through a separate campaign.
FOR THE ATTENTION OF ALL:
DESCRIPTION OF ISSUE
A potential concern has been identified on specific vehicles within the above vehicle range.
The structural adhesive applied to certain underbody panels has been mis-applied on a number of body shells such that the adhesive
is not bonding the panels together as intended. The lack of appropriate bonding may lead to a reduction of structural capability.
ACTION TO BE TAKEN
This campaign directs retailers/authorized repairers to quarantine any unsold vehicles in the affected vehicle range.
Check the JLR Warranty Portal to make sure affected vehicles are correctly identified prior to starting this campaign. The Warranty
Portal will be updated to reflect only those vehicles affected.
Retailers/authorized repairers are reminded that they must not sell vehicles identified as affected by this campaign until such time as
the repair has been successfully completed.
Refer to the warranty section of this campaign for details of the Related Damage Process. At the time of confirming a booking for a
vehicle repair, make sure you check the Warranty Portal to confirm if there are any other outstanding campaigns, to make sure the
correct parts are available and adequate workshop time is allocated for repairs to be completed in one visit.
CUSTOMER COMMUNICATION
Should this campaign mean that you are unable to deliver an affected vehicle to a customer at an agreed handover date, advise the
customer of the following:
"JLR 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. JLR 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. JLR apologize that this upgrade may delay
the delivery of your new vehicle but are committed to make sure 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 Center (CRC) in the first instance for help and support.
FOR THE ATTENTION OF NORTH AMERICAN TERRITORIES ONLY:
Visit the British Brands Sales Suite (BBSS) website for a list of affected vehicles at your retailer/authorized repairer. Unsold vehicles
must be repaired prior to handover of the vehicle for retail sale.
Yours faithfully
Steve Oldham
Global Customer Care Quality Director
SERVICE INSTRUCTION - N837 UPS5123-2
Parts Information
The parts below should be ordered through JLR in the normal manner.
Description
Part Number/Sundry
Qty/Value
Breakstem Fastener (BSF)
LR043932
2
Plug-in Hybrid Electric Vehicle (PHEV) Only - Battery Bolts
LR166366
10
PHEV Only - Transmission Undershield Bolt Retainers
LR165498
6
Approved JLR body shop charge (plus transport if required) ZZZ999
Retailer to enter
SROs
Description
Derivative
SRO
Time
Remove and reinstall right undershield
All except PHEV 76.11.84
0.5
Remove and reinstall PHEV battery
PHEV only
4.1
15.10.13
Power down - Safety Accompanying Person PHEV only
01.01.61.33 0.2
Permit To Work (PTW) issue
PHEV only
01.01.59
0.1
Drive in/drive out
All
02.02.02
0.2
NOTE:
Repair procedures are under constant review, and therefore times are subject to change; those quoted here must be taken as guidance only. Always refer to TOPIx to obtain the latest repair time.
Warranty Information
NOTE:
Only one ZZZ999 claim can be made per repair.
Warranty claims should be submitted quoting program code N837 with option code X. In this instance it will also be necessary to enter the parts from the first table and the required SROs or the sundry
code from the second table.
To claim work completed by the JLR approved body shop, select ZZZ999 and enter the amount you have been charged, attach a copy of the invoice to the claim for warranty audit purposes.
If the vehicle was transported by a third party to and from the approved JLR body shop, increase the ZZZ999 amount for the repair by amount you have been charged, attach a copy of the invoice to the
claim for warranty audit purposes.
NOTE:
The option that contains the drive in/drive out allowance may only be claimed when the vehicle has been brought back into the workshop for this action alone to be undertaken.
Warranty claims should be submitted in accordance with the current JLR Global Warranty Manual, and its amendments, unless stated otherwise in this bulletin.
Customer Reimbursement and Related Damage Process
NOTE:
If there is a requirement to claim for related/consequential damage or customer reimbursement, refer to the related instruction that can be found in TOPIx (in the Search box, search for 'Related
Damage Claim' and open the related bulletin link).
SERVICE INSTRUCTION
PHEV Vehicles Only
1. Remove the High Voltage (HV) battery (see TOPIx Workshop Manual section 611-02: Battery - Removal
and Installation - PHEV Battery).
Non PHEV Vehicles Only
2. Remove the right undershield (see TOPIx Workshop Manual section 501-02: Front End Body Panels Removal and Installation - Right Undershield).
WARNING:
Steps 3 to 14 of the must only be completed by an approved JLR body shop.
All Vehicles
3. Using a suitable tool, remove the incorrectly applied sealant.

4. In the center, between to the 2 highlighted points, mark a 35 mm x 35 mm area.

5.
NOTE:
Make sure the sealant is fully removed.
Using a suitable tool, remove the sealant from the area marked in step 4.

6.
CAUTION:
Make sure the hole is in the center of the area exposed.
Using a new or aluminum use only drill bit, drill a 6.5 mm hole in the floor panel.

7. Install the BSF.

8. Apply a JLR approved sealer over the installed BSF.
Non PHEV Vehicles Only
9. Remove the fuel tank strap bolt.

All Vehicles
10. Mark the position between the 2 highlighted areas, as shown in the illustration.

11. Using a new or aluminum use only drill bit, drill a 6.5 mm hole in the floor panel.

12. Install the BSF.

13. Apply a JLR approved sealer over the installed BSF.
Non PHEV Vehicles Only
14. Install and tighten the fuel tank strap bolt.
Torque: 45 Nm

15. Install the right undershield (see TOPIx Workshop Manual section 501-02: Front End Body Panels Removal and Installation - Right Undershield).
PHEV Vehicles Only
16. Install the HV battery (see TOPIx Workshop Manual section 611-02: Battery - Removal and Installation PHEV Battery).