General Information
NO.: 91-E-01DATE: March, 1994
GROUP: ENEC
SUBJECT:
POWERTRAIN CONTROL MODULE (PCM) REPLACEMENT YEAR and MODEL: 1991 SL2 AND SC MODELS
TO:
ALL SATURN RETAILERS and AUTHORIZED SERVICE PROVIDERS
DEFECT INVOLVED
Saturn has determined that 1991 SL2's and SC's (which are equipped with Twin Cam 16V Engines) may, after a period of use, fail to meet Federal and California Emission Standards. Saturn will replace the vehicle's powertrain control module (PCM) with one that will ensure compliance with all applicable emission standards.
We are contacting owners of affected vehicles and asking them to make arrangements with a Saturn Retailer for service.
VEHICLES INVOLVED
The following Saturn vehicles will require this campaign:
All 1991 SL2 and SC vehicles, which are equipped with Twin Cam 16V engines. It is important to note that campaign claims will only be paid on involved vehicles.
OWNER NOTIFICATION
Owners of vehicles involved will be notified of this campaign by Saturn.
FACILITY VIN LISTING
A list of vehicles assigned to you (Facility VIN Listing), which our records indicate were sold by or shipped to you, (or are located in close proximity to your facility) are enclosed. This listing is furnished to Retailers to aid them in their campaign preparation and follow-up activities.
This listing contains:
^ Owner's name with address and telephone number;
^ Complete Vehicle Identification Number (VIN);
^ All other campaigns that are still outstanding for that VIN (e.g. 93C01 and 93C05) and;
^ VIN's of vehicles, which according to Saturn records, are in retail stock.
The Facility VIN Listing (with owner information) is furnished to involved Retailers with the Product Campaign Bulletin. Although these vehicles are assigned to your facility, it is important to note that owners can take their vehicles to the Saturn Retail Facility of their choice to have this campaign performed.
Those Retailers not involved initially in this campaign will receive a message at the top of a blank Facility VIN Listing that states:
NO VEHICLES ASSIGNED AT THIS TIME FOR CAMPAIGN 91-E-01.
This listing may contain owner names and addresses obtained from State Motor Vehicle Registration Records, The use of such motor vehicle registration data for any other purpose is a violation of the law in several states. Accordingly, you are urged to limit the use of this listing to the follow up necessary to complete this campaign. Those records updated with California DMV registration information will have the following message printed adjacent to the appropriate VIN: "OWNER INFORMATION UPDATED BY CALIFORNIA DMV; PUBLICATION PROHIBITED."
REMOTE OWNER STRATEGY
In order to minimize customer inconvenience and ensure the highest level of customer satisfaction, owners who live in a remote location from an open Saturn Retail Facility may be contacted by Saturn to arrange to have their vehicles serviced in a manner convenient to them. Therefore, you may notice that not all vehicles which were sold by you are on your Facility VIN Listing.
SERVICELINE CAMPAIGN IDENTIFICATION
All vehicles in for service at a Saturn Retail Facility will have the VIN checked for possible outstanding campaigns by the Saturn Retailer System. The SERVICELINE portion of the Saturn Retailer System compares the VIN from the vehicle in for service to a list of VIN ranges (Campaign Parameter File) that was set up for this campaign. Although the Campaign Parameter File is designed to be as discriminating as possible, it should only be used as a tool to aid the Retailer in identifying vehicles that may possibly be subject to this campaign.
The information provided in the "VEHICLES INVOLVED" section of this bulletin is the definitive information to be used to identify vehicles involved in this campaign.
RETAILER RESPONSIBILITY
All unsold vehicles in Retailers' possession and subject to this campaign must be held at the retail facility and repaired per the service procedure of this campaign bulletin before the owners take possession of these vehicles.
Retailers are to service all vehicles subject to this campaign at no charge to owners, regardless of mileage, age of vehicle. or ownership, from this time forward.
In summary, whenever a vehicle subject to this campaign enters your vehicle inventory, or is in your retail facility for service in the future, please take the steps necessary to be sure the campaign correction has been made before selling or releasing the vehicle.
TRANSFER OF CAMPAIGN RESPONSIBILITY
Saturn vehicles that have been sold by you, which may be closer in proximity to another Saturn Retailer, may still appear on your vehicle VIN listing. If either you or the vehicle owner determines that it is more desirable for a vehicle on your facility VIN listing to be serviced by another Saturn Retailer, campaign responsibility may be transferred by, 1) submitting a campaign vehicle action report to your field representative, or 2) submitting an update in owner information to the Saturn Owner of Record system, via SERVICELINE, for Field Organization review and approval. All changes to campaign responsibility will be reflected in your next monthly unfixed VIN report.
DOCUMENTATION REQUIREMENTS FOR CAMPAIGN VEHICLE ACTION REPORTS
The Campaign Vehicle Action Report is available to aid in documenting any status changes to vehicles that have been assigned to a Retailer for the purpose of campaign completion. A copy of this form is on the last page of this bulletin and copies can be made for your use. Copies of this form can also be ordered from Saturn Publications (1-8OO-828-2112), prompt 3, item # SO3 00050K6). The Campaign Vehicle Action Report is a legal document, and should only be completed by retail personnel authorized to represent the Retailer (e.g. the Director of Service, Fixed Operations Managers, etc..). When completing this form, please follow the instructions below and then send to the Field Executive or their designated representative for action. The following spaces are required to be filled out on the form:
All applicable information must be entered on the Campaign Vehicle Action Report.
VIN: The VIN of the vehicle for which you are submitting the status change;
Campaign No(s): At least one campaign must be entered, however there is space provided for additional campaigns, if applicable;
Facility Code: Enter the code of the facility submitting the change requests;
Change Vehicle Status To: Enter one (only one) of the appropriate status changes listed per form submitted.
Reports marked stolen must have a police report number and copy of the police report attached.
Reports marked scrapped must have name and address of insurance carrier, a contact name, a phone number; and the insurance claim number. All efforts should be made to obtain scrap documentation from the insurance carrier.
Reports marked as unresponsive/unreachable must have appropriate documentation attached (i.e returned mail, CSO documenting customer refused repair etc.. Those owners marked unresponsive should be contacted by a field team member to make every effort to get the customer in for the campaign service. For those owners that are still not responsive, the Field team member completing the campaign vehicle action campaign report should note all previous efforts to get the customer in for service.
Reports marked vehicle traded should only apply to in-stock vehicles, and should list the name and facility code of the receiving facility.
Reports marked as export should contain as much name and information as possible along with documentation to support why the retailer believes the vehicle has been taken out of the U.S. and exported, (i.e. mail from owner over seas, Export Tax documentation.)
The Retailer's authorized representative must sign his or her name and title in space marked for the Authorized Retailer Rep. Title.
Campaign Vehicle Action Reports that do not conform to the above requirements will be returned to the Retailer by the Field Executive/Consultant for correction and resubmission.
The completed form is sent to the Field Executive, who will approve and forward to the Saturn Central Office. Campaign Vehicle Action Reports should be mailed to the Field Executive because faxing compromises the quality of the documentation. Campaign Vehicle Action Reports should not be faxed to Saturn Central Office. Your Field Executive will mail all approved Campaign Vehicle Action Reports to the Saturn Central Office. If the request is rejected, the Field Executive will return the form to the Retailer with a reason for the rejection.
IMPORTANT:
If a vehicle has been scrapped but is accessible for repair, all efforts should be made to perform the campaign service on the vehicle. History has shown that many vehicles are returned to service after being "totaled." Also, NHTSA reporting requirements mandate that vehicle manufacturers remain responsible for campaign correction regardless of vehicle condition. Retailers will be paid for all such corrections.
UPDATING SATURN OWNER INFORMATION
When reviewing the Unfixed VIN Report or entering claims into the SERVICELINE system, please compare your owner information to the Saturn owner information provided. If changes are required to the Saturn owner information, please make them promptly. Owner information changes by the Retailer should be made using the methods listed below:
A. Change in Current Owner Information
1. Select [CMD-3] key for "Change Customer Data" and access the Customer File Maintenance Screen. Make the appropriate changes.
2. Select [CMD-5] key to save the updated customer information and return to the Service Vehicle Master Maintenance Screen.
3. Enter vehicle mileage and select the [CMD-5] key to open a Customer Service Order (CSO).
B. New Owner Information
1. Choose vehicle by the VIN and not by the customer's name.
2. Select the [CMD-2] key to access the Customer File and Maintenance Screen. Enter the new owners name and address information, and enter "Y" in the "New Owner" field to prompt the update.
3. Select the [CMD-5] key to save the updated information.
4. Enter vehicle mileage and select the [CMD-5] key to open a Customer Service Order (CSO).
Note: The information above is for SERVICELINE system. If you have SERVICELINE XL system, please refer to the SERVICELINE XL USER GUIDES for assistance.
SUGGESTIONS FOR ENSURING CUSTOMER SATISFACTION
As you know, Saturn's success hinges upon our ability to execute superior customer support throughout the ownership experience, especially when important corrective actions such as this are required. Retailers should have an "action plan" so that they can effectively complete the campaign... and minimize customer inconvenience.
Whatever "action plan" you choose, it is imperative that every effort is made to accommodate the owner. If you have any questions, please coordinate with the Saturn Assistance Center to help ensure customer satisfaction.
NOTE REGARDING PERFORMANCE OF THIS CAMPAIGN BY SATURN AUTHORIZED SERVICE PROVIDERS
The service procedure to complete this campaign requires programming the EEPROM of the PCM with a calibration. While this programming can be done prior to installation of the new PCM in the vehicle, it requires the use of the Service Stall System (SSS). Since Authorized Service Providers do not have this system capability, they will need to work with a Saturn Retailer to obtain a replacement PCM programmed by the Retailer. For this reason, we will not ship replacement PCM's to Authorized Service Providers. Instead, Authorized Service Providers should contact the nearest Saturn Retailer to accommodate owners assigned to them. Saturn is requesting that, in these cases, Retailers assume responsibility for campaign completion (including claim submission) and sublet the installation of the PCM and automatic transaxle adaptive learn-in procedure to the Authorized Service Provider. Retailers and Authorized Service Providers should contact the Saturn Assistance Center 1-800-828-2112 if there are any questions concerning this issue.