Navi/Audio Visual - Control Unit Diagnosis And Ordering: Overview
Classification: EL11-043BReference: NTB11-103B
Date: October 31, 2012
PREMIUM NAVI / AUDIO VISUAL CONTROL UNIT DIAGNOSIS AND ORDERING
This bulletin has been amended by adding to the APPLIED VEHICLES list, and the procedure to obtain the A/V unit part number. Please discard all previous versions of this bulletin.
APPLIED VEHICLES
SERVICE INFORMATION
To improve customer satisfaction by providing the correct repair on the first visit, Nissan has revised the procedure for ordering an "exchange" or "new" Audio Visual (A/V) Control Unit for vehicles with the premium navigation systems only (Refer to PROCEDURE).
^ To ensure a proper diagnosis and repair, the technician will need to call TECH LINE to confirm (or assist with) their diagnosis and the proper repair prior to ordering the unit.
^ Clarion will require a confirmation from TECH LINE prior to shipping the exchange unit orders.
^ For the premium navigation system only.
^ Parts will be put on parts restriction and will need to be cleared prior to the order shipping.
^ The warranty claims call center will verify that TECH LINE has recommended replacement as part of the approval process in the event that a new unit is required.
> TECH LINE has the support of engineering and Clarion in diagnosis if required.
NOTE:
All other A/V units will be ordered and shipped through the normal process.
> As usual, most units ordered should be an exchange unit versus a new unit.
This requirement of calling TECH LINE for confirmation to replace an A/V unit will be monitored to ensure the most effective and accurate method of repair. Future changes or adjustments may be made to this process to increase repair timeliness and/or customer satisfaction.
A NEW UNIT IS REQUIRED ONLY IF:
^ The vehicle has not yet been sold.
^ The customer requests a new unit on a non-warranty repair.
^ The exchange unit is not available.
^ Insurance claim replacement.
NOTE:
Nissan would also recommend that this procedure is used for non-warranty repairs to ensure that a proper diagnosis and repair are performed.
PROCEDURE
a. Verify and duplicate the customers concern if possible. If duplication is not possible, please gather as much information about the incident as possible from the service advisor/writer or customer.
b. Check for any connected devices (phone, iPod, MP3 player, etc.) or determine if a connected device is present during the concern. Please gather model and software version information if possible.
c. Perform NTB09-063 for any Bluetooth concerns and NTB11-096 for any iPod / iPhone music play through USB concerns.
d. After gathering preliminary information of the concern, please call TECH LINE. After a diagnosis of the concern has been performed, and the technician and TECH LINE agree that the unit should be replaced, the dealer can order the part.
e. TECH LINE will confirm with Clarion that the diagnosis has occurred.
f. After the order is confirmed with Clarion, an order/shipping confirmation fax will be sent to the dealer.
g. Before an order is placed, the technician/dealer will need to provide TECH LINE with the following information from the incident unit:
