24-01-009H
Service Bulletin Details
Public Details for: 24-01-009H
Hyundai has launched an anti-theft software upgrade and window decal campaign (campaign 993), combined with an anti-theft steering wheel lock campaign (campaign p32), and anti-theft ignition cylinder protector campaign (campaign 9a5) in res
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Campaign 993 Anti-Theft Immobilizer Software, Campaign 9A5 AntiTheft Ignition Cylinder Protector & Decal Installation, Campaign P32 Steering Wheel Lock Dealer Best Practices, & Engine Immobilizer Class Action Settlement February 1, 2024 Document Updates (highlights in yellow) • • • • • NEW Class Action Settlement Information on Immobilizer (Page 1 of DBP) Campaign 993: Technical Service Bulletin (TSB) 24-01-009H published; operation codes to address scenario where affected vehicle is equipped with aftermarket alarm/anti-theft system; supersedes TSB 23-01-014H-6 Adding note to IMPORTANT box on to address scenario where an affected vehicle is equipped with an aftermarket alarm system or anti-theft system/customer may optout (Page 4 of DBP) Campaign 993 Opt-Out Form (pages 20-21) & Applicability Workflow (page 3) Added Q&A #19 on page 14 in regards to aftermarket alarm/anti-theft system Date 02/01/2024 Contents Description of the Class Action Settlement ......................................................................................................................... 1 Campaigns Overview............................................................................................................................................................2 Service Campaigns 993, 9A5, and P32 Applicability Workflow ......................................................................................... 3 Service Campaign 993 ......................................................................................................................................................... 3 Service Campaign 9A5 ......................................................................................................................................................... 6 Service Campaign P32 .......................................................................................................................................................... 7 Best Practice Checklist......................................................................................................................................................... 8 Hyundai Approved Accessory Kit (PN 00F67-AU200) ........................................................................................................ 10 Customer FAQs ................................................................................................................................................................... 12 Security Kit Customer FAQs ................................................................................................................................................ 14 Contact Reference .............................................................................................................................................................. 17 Appendix.............................................................................................................................................................................. 18 Opt-Out Form..................................................................................................................................................................... 20 Description of the Class Action Settlement A class action lawsuit against Hyundai Motor America (“HMA”) alleges that certain 2011 – 2022 model year Hyundai vehicles that were not equipped with an engine immobilizer (called the “Class Vehicles”) contain design flaws, including the failure to manufacture the Class Vehicles with an anti-theft device called an engine immobilizer, that make them susceptible to theft and damage. Class Vehicles manufactured without an engine immobilizer have traditional “turn-key-to-start” ignition systems. No party has been found liable for any claims alleged in the lawsuit. The parties have instead reached a voluntary settlement (referred to as “the Settlement” or “the proposed Settlement”) to avoid lengthy litigation and provide relief to people who owned or leased Class Vehicles in the United States including Puerto Rico, U.S. Virgin Islands, and Guam. Class Members may be entitled to compensation if they submit valid and timely Claims. Page 1 of 21 Beginning February 12, 2024, eligible class members (current & previous owners of the subject vehicles) will receive notice of the Settlement by mail and email. Additional details on where to direct customers with questions relating to the Settlement, including where customers can file a claim, will be provided in the near future. In the meantime, the Software Upgrade (993) and related Hyundai Service Campaigns should continue to be performed by dealers as outlined below within this best practice. Campaigns Overview Hyundai has launched an anti-theft software upgrade and window decal campaign (Campaign 993), combined with an anti-theft steering wheel lock campaign (Campaign P32), and anti-theft ignition cylinder protector campaign (Campaign 9A5) in response to an increase in thefts of certain 2011-2022MY Hyundai vehicles not equipped with engine immobilizers targeted through social media. For certain vehicles that cannot be upgraded with the software (Campaign 993), Hyundai is offering customers an anti-theft ignition cylinder protector to be installed on their vehicle. This Dealer Best Practices Guide provides information to assist dealership personnel with customer questions relating to the immobilizer software upgrade, window decals and steering wheel lock anti-theft solutions available from HMA through Hyundai dealers. NOTE: In November 2021, engine immobilizers became standard on all Hyundai vehicles produced. 1. Vehicles equipped with an engine immobilizer: Hyundai vehicles that are equipped with a push button ignition or immobilizer lamp in the instrument cluster are equipped with an immobilizer and therefore Campaign 993 software does not apply. • Note: Some of these vehicles may have an open Campaign 993. If so, the campaign can be closed by submitting the inspection only claim for the appliable model as outlined in the related Technical Service Bulletin (TSB) 24-01-009H (or latest version). 2. Campaign 993: Certain 2011-2022MY Hyundai vehicles without a push button ignition or immobilizer lamp in the instrument cluster are eligible for the free anti-theft software upgrade and window decal campaign. • Check WebDCS Vehicle Information Screen for eligibility by VIN. VEHICLE MODEL YEAR SOFTWARE AVAILABILITY Elantra Sonata Venue Kona Veloster Accent Elantra Elantra GT Santa Fe Santa Fe Sport Santa Fe XL Sonata Tucson Elantra Elantra GT 2017-2020 2015-2019 2020-2021 2018-2022 2012-2017, 2019-2021 2018-2022 2021-2022 2018-2020 2013-2018 2013-2018 2019 2011-2014 2011-2022 2011-2016 2013-2017 February 13, 2023 March 21, 2023 April 6, 2023 April 13, 2023 Page 2 of 21 Genesis Coupe Palisade Santa Fe 2013-2014 2020-2021 2019-2022 3. Campaigns 9A5 & P32: Certain 2011-2017MY Hyundai vehicles without engine immobilizers cannot accommodate the Campaign 993 anti-theft software upgrade. Hyundai is offering: • 9A5 – Anti-Theft Ignition Cylinder Protector and Decal Installation • Check the WEBDCS screen to verify for VIN eligibility • P32 - steering wheel locks at the dealer through the service drive. • Check the WEBDCS screen to verify for VIN eligibility 4. Additional Resources: • Hyundai Accessory Security Kit: As an option on certain 2016-2022MY vehicles, a Hyundai Accessory Security Kit can be purchased at Hyundai dealerships and Compustar authorized installers across the country. • Hyundai will reimburse customers who own or lease 2011-2022 model year vehicles without immobilizers that cannot accommodate the anti-theft software upgrade (Campaign 993) up to $300 for their purchase of a different anti-theft device, such as an alarm kit. For more information, please contact Hyundai at 888-498-0390. • Hyundai will reimburse customers who own or lease 2011-2022 model year vehicles without immobilizers that cannot accommodate the anti-theft software upgrade (Campaign 993) for their purchase of a steering wheel lock. For steering wheel lock reimbursement, please contact Hyundai at 888-498-0390. Steering wheel locks are also available under campaign P32 for these vehicles. • Local Law Enforcement: Hyundai has also working with local law enforcement offices to provide free steering wheel locks to customers. Owners are advised to reach out to their local law enforcement for more information. . Service Campaigns 993, 9A5, and P32 Applicability Workflow The following process workflow provides a high-level view of the applicability of available actions. Detailed process and steps for each are provided in the following pages of this Dealer Best Practice. Service Campaign 993 Page 3 of 21 Hyundai is conducting a service campaign to inspect if the Hyundai vehicle has a start/stop push button or immobilizer lamp indicator, and if neither exist for the vehicle, upgrade the Integrated Body Control Unit/Body Control Module (IBU/BCM) software to enhance the OEM Hyundai burglar alarm system operation and ignition start logic. It also requires installation of an anti-theft decal on the front driver’s-side window and on the front passenger-side window. Additional decals may also be installed in the rear windows at customer’s discretion. See TSB 24-01-009H (or latest version) for repair details. IMPORTANT This software upgrade may be incompatible with aftermarket/add-on alarms and remote start systems. Installation of the software upgrade in vehicles equipped with these devices may cause the software upgrade, the aftermarket/add-on alarm, and/or the remote start system not to function properly. In the case that the customer declines the software upgrade due to the vehicle being equipped with an aftermarket alarm/anti-theft system, an opt-out form will need to be signed by the customer. This form must be attached to the submitted claim by the dealer. UPDATE: Vehicles equipped with the OEM Genuine Hyundai remote start system may exhibit the horn honking when remote starting the vehicle after receiving the software upgrade. Refer to TSB 23-BE-010H (or latest version) to upgrade the remote start module to eliminate the horn honking during remote start operation. Applicable Vehicles (not equipped with immobilizer & not equipped START/STOP ignition button): • Certain 2011-2014MY Sonata (YFa) (VIN starts with "5NP") • Certain 2015-2019MY Sonata (LFa) (VIN starts with "5NP") • Certain 2011-2016MY Elantra (UD/MD) (UD starts with “5NP”, MD VIN starts with “KMH”) • Certain 2017-2020MY Elantra (AD/ADa) AD VIN starts with “5NP”, AD starts with “KMH”) • Certain 2021-2022MY Elantra (CN7/CN7a) (CN7a VIN starts with “5NP, CN7 VIN starts with “KMH”) • Certain 2013-2017MY Elantra GT (GD) • Certain 2018-2020MY Elantra GT (PD) • Certain 2020-2021MY Venue (QX) • Certain 2012-2017MY Veloster (FS) • Certain 2019-2021MY Veloster (JS) • Certain 2018-2022MY Kona (OS) • Certain 2018-2022MY Accent (HC) • Certain 2011-2015MY Tucson (LM) • Certain 2016-2021MY Tucson (TL) • Certain 2022MY Tucson (NX4/NX4a) (NX4a VIN starts with “5NM”, NX4 starts with “KM8”) • Certain 2013-2018MY Santa Fe Sport (AN) • Certain 2013-2018MY Santa Fe & 2019MY Santa Fe XL (NC) • Certain 2019-2022MY Santa Fe (TMa) (VIN starts with “5NM”) • Certain 2020-2021MY Palisade (LX2) • Certain 2013-2014MY Genesis Coupe (BK) If vehicle is equipped with START/STOP button or an immobilizer lamp displayed on the instrument cluster, the campaign can be closed by submitting the inspection only claim with STUI photos as outlined in the TSB. Page 4 of 21 Service Campaign 993 Parts Information: Dealer should review decal inventory on a regular basis and reorder as needed to ensure there is an adequate supply available to serve incoming customers. Please refer to Parts Bulletin SC993 Anti-Theft Decal Order Processing in WebDCS (HD.com/Parts/Documents Library/Reference Materials/Parts Bulletin) for additional decal ordering information. Service Campaign 993 Warranty Information: Service Campaign 993 pays 0.3M/H (Elantra (CN7/CN7a pays 0.4 M/H) to perform the quick software upgrade. Op times include completing the decal installation for both front windows while the software upgrade is being performed, taking STUI photos, and uploading. The STUI photos must include: • If vehicle has push button ignition or immobilizer lamp in the instrument cluster: The push button ignition and/or instrument cluster/gauges clearly showing the lighted lamps and telltale indicators (ignition to be turned to Accessory mode). • If software and decals installed: The anti-theft decals on the driver and passenger front windows clearly visible along with a piece of paper displaying the last 6 digits of the VIN and date of the repair. If not included, claim will be subject to debit. Acceptable STUI photos of the immobilizer lamp in the instrument cluster is shown to the right, and of the anti-theft decals installed on the passenger and driver’s front side windows are shown below. Service Campaign 993 Recommended Alternative Transportation: A Service Rental Car (SRC) will not be needed during the installation of the BCM software upgrade. This is a quick software upgrade, and the anti-theft window decals can be applied while the software is running. Service Campaign 993 Customer Sample Talk Tracks: Topic: How to arm & disarm the anti-theft software after software installation • Vehicles with an exposed key cylinder on the driver’s door lock: “Hyundai recommends using your key fob button to lock and unlock the vehicle to activate/deactivate the anti-theft system. However, your vehicle has an exposed key cylinder on the driver’s door lock so you can also use your key to disarm the alarm/deactivate the “ignition kill” feature in addition to using your key fob. NOTE: this recommendation does not apply to Kona 2018-2022MY (OS), in which the key FOB button will need to be used to lock/unlock the vehicle and arm/dis-arm the security system.” Page 5 of 21 • Vehicles with a covered key cylinder on the driver’s door lock: “The key fob buttons to lock and unlock the vehicle are required to activate/deactivate the anti-theft system. After using the key fob to activate the anti-theft system, the key fob must be used to first disarm the system prior to attempting to start the vehicle.” Topic: Available software and decals “Your vehicle is eligible for the free software upgrade to improve the existing factory alarm system and ignition start logic. We will also apply anti-theft decals to the front driver's-side and front passenger-side windows of your vehicle. This procedure will be performed at no charge to you. Once the upgrade procedure has been completed, be sure to lock and unlock your vehicle using the key fob buttons to activate and deactivate the anti-theft system. Using the mechanical door lock may not activate the antitheft system and your vehicle may not start. If you have aftermarket window tint, the decals may cause damage to the tint if you attempt to remove them later. Also, if your vehicle has an aftermarket security or remote start system installed, it’s operation could be potentially affected by this software upgrade.” Topic: Customer requests the software not be applied and/or the decals not be Installed “We understand your concerns. We will document on the Repair Order that you have declined this enhanced anti-theft software upgrade and/or decals. Please sign on this line to acknowledge you are declining the procedure at this time.” Topic: Customer is concerned that their OEM remote start may not function after the software update. “We understand your concerns. Once the software anti-theft software update has been performed, we will test your vehicle’s OEM anti-theft alarm and engine immobilizer, as well as your vehicle’s OEM remote start to ensure all is functioning properly.” Service Campaign 9A5 Hyundai is offering an ignition cylinder protector to owners of certain 2011-2017MY Hyundai vehicles that cannot be upgraded with the Service Campaign 993 anti-theft software. TSB 24-01-007H (or latest version) describes the procedure to install a key cylinder reinforcement protector assembly and installation of two (2) anti-theft decals for the front windows. Applicable Vehicles (not equipped with immobilizer and not equipped with START/STOP ignition button): • Certain 2012-2017MY Accent (RB) • Certain 2011-2012MY Santa Fe (CM) • Certain 2011MY Accent (MC) • Certain 2013-2014MY Elantra Coupe (JK) • Certain 2011-2012MY Elantra Touring (FD) • Certain 2011-2012MY Veracruz (EN) • Certain 2011-2012MY Genesis Coupe (BK) Other Notes: • Additional protector kits can be ordered through the normal WebDCS ordering process. • Santa Fe (CMa) & Accent (RB) – no ordering limit CPM (Campaign Parts Management) - other parts have a lower CPM at 2 or 3 due to lower volume quantities, subject to change. Dealers able to order as claim submissions get processed. Parts Information: • Please refer to Parts Bulletin SC9A5 Anti-Theft Decal Order Processing in WebDCS (HD.com/Parts/Documents Library/Reference Materials/Parts Bulletin) for ordering additional decals Page 6 of 21 under P/N NP002-SC9A5 and initial shipment (“force feed”) details. References parts & descriptions below are as follows: • Anti-Theft Protection Decal - P/N NP002-SC9A5 o Each dealer has been initially provided 1 roll of 500 decals. Can do up to 250 vehicles. • JB Weld Steel Reinforced Epoxy (Dark Grey, 4-6 hours set time) o Can be purchased online or through any retailer. o Up to 4 vehicles can be done per Epoxy package • The following models contain 1 protector, 1 bracket, 2 safety bolts, and 1 deco-ring (only use decoring if vehicles is equipped with an illuminated ring light): o Santa Fe (CMa) - 81921-0W000QQH o Elantra Touring (FD) – 81921-2L000QQH • The following models contain 1 protector, 1 bracket, & 2 safety bolts o Accent (RB) – 81921-1R000QQH o Veracruz (EN) – 81921-3J000QQH o Elantra Coupe (JK) – 81921-3X000QQH o Genesis Coupe (BK) – 81921-2M000QQH o Accent (MC) – 81921-1E000QQH 9A5 Warranty Information: • Submit claim on Claim Entry Screen as “Campaign” type. • All op codes will reimburse the use of epoxy in sublet. Service Campaign 9A5 Customer Talk Tracks: Topic: Service Campaign 993 IS NOT Available “The anti-theft software enhancement IS NOT available for your vehicle. Because your vehicle is not eligible, Hyundai would like to provide to you this anti-theft ignition protector. This anti-theft ignition protector may help deter the theft of your vehicle.” Topic: Customer Declines the Anti-Theft Ignition Protector “We understand that you do not wish to have the anti-theft ignition protector installed on your vehicle. We will document on the Repair Order that you have declined this offer. Please sign on this line to acknowledge you are declining the procedure at this time.” Service Campaign P32 Hyundai is offering steering wheel locks to owners of certain 2011-2017MY Hyundai vehicles that cannot be upgraded with the Service Campaign 993 anti-theft software. TSB 23-01-055H-1 (or latest version) describes the procedure to provide the steering wheel locks to affected customers through Hyundai dealers on the service drive. Applicable Vehicles: Same as Campaign 9A5 above Parts Information: All dealers will receive an initial shipment of 8pcs.of steering wheel locks (PN 6009L) for distribution to affected customers in the service drive (1 per eligible vehicle) at no-cost to the customer. Additional supplies can be ordered through the normal WebDCS ordering process. CPM restriction will initially be set at 16pcs; Dealers are able to order as claim submissions get processed. Page 7 of 21 Model All Part Name Steering Wheel Lock Part Number 6009L Figure Remarks Dealers to order through normal WebDCS ordering: • 8 pieces per case • Orders will be in multiples of 8 P32 Warranty Information: Submit claim on Claim Entry Screen as “Campaign” type. Service Campaign P32 Customer Talk Tracks: Topic: Upgrade to Software and Decals IS NOT Available “The anti-theft software enhancement IS NOT available for your vehicle. Because your vehicle is not eligible, Hyundai would like to provide to you this anti-theft steering wheel lock at no cost to you. Using this anti-theft steering wheel lock may help deter the theft of your vehicle.” Topic: Customer Declines the Anti-Theft Steering Wheel Lock “We understand that you do not wish to receive the anti-theft steering wheel lock. We will document on the Repair Order that you have declined this offer. Please sign on this line to acknowledge you are declining the procedure at this time.” Best Practice Checklist Reservation: Did you check WebDCS to confirm whether Campaign 993 applies, and if there are any other open recalls or service campaigns? Yes No If Campaign 993 does not apply, is the vehicle equipped with an immobilizer? Use the VIN Lookup Immobilizer feature for 2011-2022MY vehicles. Yes: No further action is needed. No: Check eligibility to provide a Campaign P32 anti-theft steering wheel lock (at no cost to the customer), Campaign 9A5 ignition cylinder protector, and/or consider offering the customer-paid, Hyundai-approved Accessory Security System. Readiness: Does your dealership have the Campaign 993 anti-theft window decals, Campaign 993 Remote Started Cable Update Kits, Campaign P32 anti-theft steering wheel locks, Campaign 995 Ignition Cylinder Protectors, and Hyundai-approved Accessory Security System kits in stock for customers with appointments? Yes: Make sure all Service Advisors and appointments schedulers are aware of this required/available offerings and procedures. Page 8 of 21 No: Order the Campaign 993 anti-theft window decals, Campaign 993 Remote Started Cable Update Kits, Campaign P32 anti-theft steering wheel locks, Campaign 995 Ignition Cylinder Protectors. Only order the Hyundai-approved Accessory Security System kits if customer wishes to pay. Advise customers that they will be notified when they are available to install/provide. Reception: Does the customer’s vehicle have a push button Start/Stop button or an Immobilizer lamp in the instrument cluster? Yes: If campaign 993 is open on the vehicle, please follow TSB 24-01-009H (or latest version) to perform inspection procedures and submit a campaign claim. No: Check to see if Campaign 993 applies. Did you check WebDCS to see if Campaign 993 applies and if there are any other open recalls or service campaigns? Yes No If the vehicle has push button Start/Stop or the immobilizer indicator in the instrument cluster and has an open campaign 993, did the Service Technician take a picture of the push button start and/or instrument cluster/gauges/telltales (with vehicle in Accessory mode)? Yes No Does the vehicle have aftermarket window tint installed on the front driver and passenger windows? Yes: Advise the customer that there is a possibility that the application of the Campaign 993 anti-theft window decals may affect the aftermarket window tint. No Does the vehicle have an aftermarket security system or remote start system installed? Yes: Advise the customer that there is a possibility that the BCM software update may interfere with the operation of the aftermarket security system. Ask the customer if they may wish to opt-out of the software upgrade and fill out the opt-out form. No If Campaign 993 does not apply, is the vehicle equipped with an engine immobilizer? Use the VIN Lookup Immobilizer feature for 2011-2022MY vehicles. Yes: No further action is needed. No: Check eligibility to provide a Campaign P32 anti-theft steering wheel lock (at no cost to the customer)/Campaign 9A5 ignition cylinder protector and/or consider offering the customer-paid, Hyundai-approved Accessory Security System. Did you explain to the customer the expected repair time and set the expectation for a status update? Yes Page 9 of 21 No Did you offer the customer a Service Rental Car (SRC) if they are having the Hyundai Accessory Security Kit installed? Yes No Repair: If Campaign 993 was performed, did Service Technician take STUI pictures of the driver’s and passenger’s front side window anti-theft stickers after installation showing the last 6 digits of the VIN and date of repair as per TSB 24-01-009H (or latest)? Yes No Has a Certified-level or above Service Technician been assigned to perform the upgrade (if Campaign 993 applies)? Yes No Did the Certified Technician use the window decal template as per TSB 24-01-009H (or latest) during the software upgrade to apply the two anti-theft window decals? Yes No If Campaign 993 does not apply, and if the vehicle IS NOT equipped with an engine immobilizer, and ONLY IF the vehicle is eligible Campaign P32/9A5 (check VIS), did you offer the Campaign P32 anti-theft steering wheel lock, Campaign 9A5 for the ignition cylinder protector and/or the Hyundai-approved Accessory Security System to the customer? Yes No Return: Did you get the customer’s signature on all warranty lines in addition to the final RO? Yes No Did you advise the customer that the anti-theft software is designed to arm the system after the vehicle is locked with the key fob? The vehicle may not start again if it is not unlocked with the key fob. Yes No Hyundai Approved Accessory Kit (PN 00F67-AU200) To address an increase in thefts of Hyundai vehicles not equipped with an immobilizer, an add-on security system is available for customers to purchase. This system has been assembled from components available from our electronics partner, Firstech, maker of Compustar security products. Page 10 of 21 The Hyundai-approved Accessory Kit includes a tilt sensor, an auditory 'glass break' sensor and an impact sensor, which is designed to activate the included siren and interrupt the starter signal, preventing the theft of the vehicle (see image below). These kits are available for purchase and installation at Hyundai dealerships and Compustar authorized installers across the country. The MSRP for the kit is $170 not including the cost of installation. Advanced Sensor Installation Hardware Siren IMPORTANT: Please note that we understand this kit is also available at Best Buy for approximately $170 and that Best Buy offers installation. While we are fully supportive of a profitable dealer body, we urge all Hyundai dealers to price the security kit at the suggested pricing without any additional mark up. Let’s use this opportunity to provide “best in industry” customer care to our new and loyal customers coming into your store in response to this important security issue. Kit Ordering: Dealer order processing information as follows: • Order lines will be limited to 1pc. per line max • Dealers will need to input the VIN details at the time of order entry for processing • To locate an authorized Compustar retailer, click this link: https://www.compustar.com/find-adealer/ Installation Notes: • Estimated Installation Time: 2.2 hours (actual time may vary by vehicle, complexity, and installer skill). • Upon installation of this system, it can only be disarm/armed with the new transmitter fobs. Using the original vehicle fobs may unlock the doors, but it may not disarm/arm the system, which could result in a false activation of the system. • This system does NOT have a manual deactivation switch. If the transmitter batteries fail, it will not be possible to disarm/arm the system. Always ensure one, or both, transmitter fobs have fresh, strong batteries. • For installation instructions: See Hyundai Mobis Service Bulletin PB-K-AC-2203001. This can be found by going to Hyundaidealer.com > Hyundai Tech Info > Click ‘Service News’ and search ‘993’. Page 11 of 21 Recommended Alternative Transportation: It is suggested that customers are provided with an SRC (Service Rental Car) if they opt to have the referenced kit installed at a Hyundai dealership. Customer FAQs Q1: What is the issue? A1: Criminals are targeting certain model year Hyundai vehicles based on the understanding that some models did not come standard with an engine immobilizer. There has been a coordinated campaign on social media to highlight ways for criminals to circumvent the existing security features on Hyundai vehicles without an immobilizer. There is no malfunction or defect with security features on these vehicles, and they all meet or exceed Federal Motor Vehicle Safety Standards. Q2: What is an Engine Immobilizer? A2: An engine immobilizer is an electronic security device fitted to a motor vehicle that prevents the engine from being started unless the correct key (transponder or smart key) is present. Even in Hyundai vehicles without an immobilizer, other protections have been built in that must be circumvented to allow the vehicle to be started without a key. Q3: I have a push-button start vehicle or Immobilizer lamp in the instrument cluster. Is my vehicle affected? A3: No. All Hyundai vehicles with a push button start or immobilizer lamp in the instrument cluster are equipped with an immobilizer. Q4: Will there be a Recall or Stop Sale? A4: These vehicles meet or exceed all Federal Motor Vehicle Safety Standards and these thefts are not related to a malfunction or defect with the security features. Q5: I drive a Genesis vehicle, which I found out is made by Hyundai’s parent company. Is my vehicle affected? A5: No. Vehicles distributed through Genesis Motor America come standard with an immobilizer. Q6: My Hyundai has a key ignition, but I’ve been told I have an immobilizer already equipped. Is that accurate? A6: It depends. Some vehicles with turn-key ignitions did come equipped with an immobilizer. Please contact your dealer or Hyundai Customer Care Center at 888-498-0390. Q7: What will Hyundai do for vehicles eligible for a software upgrade? A7: Your Hyundai dealer will perform a system upgrade for the IBU/BCM to improve the Hyundai burglar alarm system operation and ignition start logic. Hyundai will also install anti-theft deterrent labels for the front driver and front passenger windows of your vehicle. This procedure will be performed at NO CHARGE to you. Once the upgrade procedure has been completed, be sure to lock your vehicle with the key fob to activate the enhanced anti-theft system. It is also recommended that you unlock your vehicle with the key fob to access the vehicle to ensure that it will start. Q8: I have an aftermarket security system on my vehicle. Will the software upgrade affect my aftermarket anti-theft system/software? A8. There is a possibility that the BCM software update may interfere with the operation of the aftermarket security system. Any affect on aftermarket security system will be customer's responsibility. Page 12 of 21 Q9: Will Hyundai offer free steering wheel locks to customers? A9: Yes. Hyundai is offering anti-theft steering wheel locks to customers with eligible vehicles. There also is a process by which customers whose vehicles do not have an immobilizer may be eligible for reimbursement for purchase of a steering wheel lock. Please direct these customers to www.hyundaiusa.com/anti-theft to enter their VIN and determine applicability, or they can contact the Hyundai Customer Care Center at 888498-0390. Q10: I am with Law Enforcement. Is there a cost or any obligation to receive steering wheel locks? A10: There is no cost or obligation. Hyundai is providing an allotment of steering wheel locks to law enforcement in affected areas, subject to availability. Q11: I understand there is a Class Action lawsuit related to the current thefts of Hyundai vehicles. Can you comment? A11: Hyundai is committed to the quality and integrity of our products and plans to continue supporting the communities affected by this theft issue. All our vehicles meet the anti-theft requirements of Federal Motor Vehicle Safety Standard 114. We appreciate and share the interest in addressing the rise in thefts of these vehicles. Hyundai recently announced the launch of a free software upgrade and/or antitheft steering wheel locks, to help prevent the theft mode popularized on social media. For further information, please contact the call center at (888) 498-0390 or visit HyundaiAntiTheft.com. Q12: I am a reporter. Can I speak with someone at Hyundai? A12: For all media inquiries, please contact Ira Gabriel, Sr. Group Manager, Corporate and Marketing Public Relations ([email protected]). Q13: I am calling from a Police Department. I understand you have a program to give-away steering wheel locks. Is there someone at Hyundai I can speak with? A13: For all law enforcement inquiries, please contact Ira Gabriel, Sr. Group Manager, Corporate and Marketing Public Relations ([email protected]). Q14: How do I obtain insurance through AAA? A14: Hyundai and AAA insurers have increased insurance options in most states for owners and lessees of eligible affected vehicles. Customers can visit AAA.com/insurance to receive a quote. Q15: Are AAA insurers offering coverage for affected Hyundai vehicles in my state? A15: The program will be available in all states, with the exception of those states where AAA does not offer insurance. Alaska Massachusetts Washington (state) The full list of states with AAA insurers offering coverage can be found here: Hyundai and AAA Insurers Collaborate to Offer Insurance Options for Customers Affected by Method of Theft Popularized on TikTok Hyundai Newsroom. AAA insurers are independently operated. Q16: How does the agreement solve for increased insurance premiums some Hyundai customers are experiencing? A16: We encourage customers who saw a major increase in premiums from other insurance companies to contact AAA for a quote. Q17: What if a Hyundai customer was previously dropped by AAA? Will their auto policy now be reinstated? Page 13 of 21 A17: AAA will continue to write policies for eligible Hyundai vehicles. Customers should contact AAA to address their specific situation and vehicle. Q18: Will Campaign P32 for the steering wheel lock be closed with the launch of Campaign 9A5 for the protector? A18: No, both will stay open. One or both are to be performed, assuming campaign(s) are open for the vehicle. Q19: I have an aftermarket alarm/anti-theft system equipped on my vehicle. What are my options? Only if the customer’s vehicle is equipped with an aftermarket alarm/anti-theft system may they opt-out of receiving the software upgrade. The customer will need to sign an opt-out form provided by the dealer. This will close out the 993 campaign on the vehicle. Security Kit Customer FAQs Q1: What is the security kit option? A1: Hyundai has identified a Firstech/Compustar security kit that targets the method of entry thieves are using to access these vehicles. This kit, with a starter interrupt, glass-break/impact sensor, tilt and siren, helps to discourage vehicle theft. Customers may purchase the Firstech/Compustar security kit and install it at an authorized Hyundai dealer or a Compustar authorized installer. Q2: What is the name of the security kit? A2: Firstech is an award-winning maker of Compustar remote car starters and security systems. Q3: Which vehicles will this kit fit? A3: The security kit is available for purchase on 2016-2022MY Hyundai vehicles, including Accent, Elantra, Elantra GT, Sonata, Veloster, Venue, Kona, Tucson, Santa Fe, and Palisade. Vehicles without immobilizers have key ignition steering columns (no push button Start/Stop Ignition). The kit is only available for internalcombustion engine (ICE) vehicles with automatic transmission and an ignition key steering column. Q4: Will the security kit be available for hybrids or manual transmission vehicles? A4: The kit is not available for alternative fuel, electric or hybrids. Nor is the kit available for manual transmission vehicles. Q5: What is done during the installation of the security kit? A5. During the installation, a technician will tap into certain vehicle circuits, including the ignition starter circuit, for the Firstech/Compustar security kit to gain the necessary vehicle inputs to work properly. The installer will install the siren, a glass-break, tilt and impact sensor, and the rest of the security kit in an inconspicuous location and then check that the kit operates properly. The installer will also check that the new key fobs arm & disarm the kit correctly. Q6: When did the security kit become available? A6: October 1, 2022. Q7: How much does the kit cost? How much to have it installed at a dealership? A7: The MSRP for the kit is $170, not including the cost of installation. Q8: Why is Hyundai charging for the Security Kit? A8: These vehicles meet or exceed all Federal Motor Vehicle Safety Standards and these thefts are not related to a malfunction or defect with the security features. Since the issue is not a malfunction or defect with the security features this kit (part cost and installation labor) is an option for a customer to consider. Page 14 of 21 Q9: Where can the security kit be purchased? A9: The Compustar security kit is available for purchase and installation at Hyundai dealerships and Compustar authorized installers across the country. Q10: Will a warranty cover cost of the security kit and installation? A10: No. These thefts are not related to a malfunction or defect with the security features so the kit (part cost and installation labor) would not be provided under warranty as a service campaign or recall. Q11: Can I buy the security kit on Amazon? A11: Amazon is not an authorized Compustar retailer, although Compustar products are sold on Amazon. This unique configuration of Compustar components is not sold on Amazon as a kit. Q12: What comes with the security kit? A12: The kit includes a starter interrupt and siren, and a glass break, tilt and impact sensor. Q13: Is the security kit difficult to install? A13: It is recommended to have the kit professionally installed at an authorized Compustar installer or Hyundai dealer. Q14: How long does the kit take to install? A14: It takes approximately 2.5hrs to install, depending on the vehicle. Q15: Is the kit guaranteed to prevent car theft? A15: No. The kit provides additional protections against theft, but no system can provide a guarantee of theft prevention. Q16: Does the security kit have a ‘warn’ feature before full siren activation? A16: If the vehicle senses a slight movement, the siren may chirp. If the rocking continues, it will activate the alarm with the full siren. Q17: How do you arm/disarm the kit? A17: The security kit comes with two key fob transmitters, with a lock and unlock button that arms and disarms the kit. Q18: What is the Firstech/Compustar model name and number that will work customers should use? A18: It is recommended that customers use part number 00F67AU200. Q19: Is this kit available nationwide or only in some areas? A19: The kit is available for purchase and installation at Hyundai dealerships and Compustar authorized installers across the country. Q20: If I choose not to purchase the Firstech/Compustar kit and my car gets broken into or stolen, will my auto insurance deny my claim? A20: Vehicle theft or items stolen from a vehicle should be reported to local law enforcement and your insurance company. Q21: I do not think I should have to pay for the security kit and its installation. Will Hyundai cover this cost? A21: Hyundai is evaluating a process by which customers may be eligible for reimbursement to offset their purchase of an after-market alarm. Customers can contact the Hyundai Customer Care Center at 888-498Page 15 of 21 0390 for more information regarding this option. Q22: If I install the security kit myself or pay for a service center to install it, will it affect my warranty? A22: The kits supplied through authorized Hyundai dealers are considered Hyundai Approved Accessories and will be subject to Hyundai’s Replacement Parts and Accessories Limited Warranty. Damage caused by improper installation or parts and accessories not supplied by Hyundai may not be covered under your vehicle warranties. Please consult your warranty handbook for further information. The alarm is not a guarantee against theft and Hyundai Motor America is not stating that the alarm will prevent theft under any circumstance or that we in any way guarantee that we will replace the vehicle if stolen with the alarm kit. Page 16 of 21 Contact Reference Thank you for your prompt attention to this important security matter and for your continued commitment to Hyundai customers. Key Contact Information Dealer Support Parts Contact Information [email protected] Description Parts ordering hotline 1-800-545-4515 Techline 1‐800‐325‐6604 Warranty HELPREP Line 1‐877‐446‐2922 Vehicle Technical Support for Hyundai Dealer T h i i Warranty Claim questions for Hyundai Dealers Warranty Prior Approval (PA) Center [email protected] Warranty Prior Approval (PA) Center for Hyundai Dealers [email protected] 1‐866‐984‐6355 Assistance with Car Care Scheduling: • Appointment / Shop Capacity Management / Campaign Integration / Operation Codes [email protected] Assistance with Car Care Scheduling: Xtime Technical Support AutoLoop Technical Support • 1-877-850-2010 CDK Technical Support https://serviceconnect.support.cdk.com/ Assistance with Car Care Scheduling: • Customer Support Contact Information Appointment / Shop Capacity Management / Campaign Integration / Operation Codes Appointment / Shop Capacity Management / Campaign Integration / Operation Codes Description Hyundai Customer Care Center (Recall /Campaign Questions) 1‐855‐671‐3059 Customer questions or concerns related to recall or service campaigns Hyundai Recall /Campaign www.hyundaiusa.com/recall Hyundai Customer Care Center (GeneralQuestions) 1‐800‐633‐5151 Updated information related to the specific recall or service campaign Customers general questions, non‐campaign related Hyundai Roadside Assistance 1-800-243-7766 Hyundai Roadside Assistance Key Reference Information Name Campaign Central Source Consolidated repository of recall and service campaign dealer best practices. Located on the service tab homepage in www.HyundaiDealer.com Car Care Scheduling (Xtime) www.HyundaiDealer.com > Service > Dealer Resources > DocumentsLibrary > Car Care Scheduling Tutorials Car Care Scheduling (Xtime) - Recall 1. Log into Xtime Appointment Notification 2. Under the menu at the top left, select ‘CONFIGURE’ 3. Under the dealership tab, click “EMAIL COMMUNICATION” 4. Slide the toggle to “ADVANCED” 5. Populate as many e-mails as desired in the “PARTS DESK EMAIL FIELD” Parts – Campaign Parts Management (CPM) Procedure As applicable; www.HyundaiDealer.com > Parts > Documents Library > Campaign Parts Management Service Rental Car (SRC) Program SRC Documentation: www.HyundaiDealer.com > Service tab > Documents Library > Service Rental Car TSD: www.HyundaiDealer.com > Service tab > SRC Fleet Mgmt Software Insurance: www.HyundaiDealer.com > Service tab > SRC Insurance Technical Service Bulletin (TSB) www.HyundaiDealer.com > Service tab > Hyundai Tech Info Uncompleted Campaign VIN Listing A listing of vehicles is located on WEBDCS > SERVICE tab > select UNCOMPLETED CAMPAIGN VIN LISTING Recall Campaign Website www.hyundaiusa.com/recall NHTSA Website www.safercar.gov – Dealer Stock (New, SRC, CPO, etc.) and Retailed. Page 17 of 21 Appendix Document Topic • Campaign 9A5 – Technical Service Builletin (TSB) 24-01-007H published – revising decal part number to NP002-SC9A5 on page 5 • Campaign 9A5 - Technical Service Bulletin (TSB) 23-01-092H-1 published - additional 5 models • Adding reference to additional 5 models on pages 5-6 • Adding Service Campaign 9A5 - Technical Service Bulletin (TSB) 23-01-092H published • Adding Service Campaign 9A5 throughout this document in multiple areas (pages 1-15) • TSB 23-01-014H-6 published with additional note referencing TSB 23-BE-010H for OEM Genuine Remote Start Module Software Update & Additional Target ROM IDs; supersedes TSB 23-01-014H-5 • Update Steering Wheel Lock image on page 5 under “Parts Information” • • • • • • • • • • • • Added TSB 23-BE-010H for service campaign 993 vehicles equipped with the Hyundai OEM remote start module that exhibit horn honking after receiving the software update. Pages 3 & 5. Includes updated text on page 9 where to find the installation instructions of the Aftermarket Security kit. Added hyperlink to page 10 to access instructions for installing the Hyundai-Approved Accessory. Campaign P32 for steering wheel locks (TSB 23-01-055H). Class Action Settlement Language incorporated into Customer FAQ’s, #11, page 11. TSB 23-01-014H-4 published with additional models/model years & inspection procedure for start/stop button; additional models highlighted in this document & revised flowchart provided. Updated with latest information on reimbursement for vehicles without engine immobilizers that don’t have campaign 993 (see customer talk track). Updated Steering Wheel Lock Program information. TSB 23-01-014H-4 updated with Sonata (YFa), Elantra (CN7/CN7a), Elantra GT (PD), Accent (HC), Tucson (LM), Tucson (TL), Tucson (NX4/NX4a), Santa Fe Sport (AN/DMA), Santa Fe (NC). TSB 23-01-014H-2 updated with Kona (OS) & Veloster (FS/JS) Models. How to arm & disarm the Anti-Theft Software after software installation on page 3. Service Campaign 993 (initial launch). Date 01/22/2024 12/19/2023 12/11/2023 11/10/2023 10/26/2023 08/17/2023 07/10/2023 06/15/2023 04/13/2023 04/06/2023 03/21/2023 02/13/2023 PLEASE NOTE: The next page explains the importance of customers using their FOB to activate and deactivate the software upgrade as well as other anti-theft options that are currently available. It is a handout that can be provided to the customer. Page 18 of 21 Page 19 of 21 Page 20 of 21 Page 21 of 21