Campaign - Engine Inspection/Replacement: Overview
NO.: 00-C-09CUSTOMER SATISFACTION
DATE: March, 2000
GROUP: ENEM
SUBJECT:
INSPECTION AND REPLACEMENT OF 4 CYLINDER ENGINES, IF NECESSARY
YEAR and MODEL:
2000 SATURN L-SERIES VEHICLES EQUIPPED WITH 4 CYLINDER (L61) ENGINES
TO:
ALL SATURN RETAILERS and AUTHORIZED SERVICE PROVIDERS
Saturn has decided that certain 2000 L-Series vehicles equipped with 2.2 L (L61) four-cylinder engines were produced with internal engine components that may fail prematurely. The most likely symptom you may experience is an engine miss accompanied by an engine noise.
Retailers will inspect the engine block date code on the engine assembly to identify those vehicles requiring, further repair.
LIST OF INVOLVED VEHICLES WITHIN VIN RANGE
VEHICLES INVOLVED
Only selected 2000 model year L-Series Saturn vehicles within the VIN range will require this campaign as shown.
YY635745 - YY664641
A VIN listing of the involved vehicles is included in this bulletin for your reference.
You must verify campaign involvement through your AS400 system, or with the listing included in this bulletin. It is important to note that campaign claims will only be paid on involved vehicles.
OWNER NOTIFICATION
Owners of all involved vehicles will be notified of this campaign by Saturn. (Refer to the owner letter included in this bulletin.)
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) is enclosed.
This listing contains:
^ Owner's name with address and telephone number;
^ Complete vehicle identification number (VIN); and
^ VINs 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 may elect to have their vehicle serviced at the Saturn Retail Facility of their choice.
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 00C09.
These listings 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."
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 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.
Owners of vehicles recently sold from your vehicle inventory are to be contacted by the Retailer and arrangements made to make the required correction according to the procedure contained in this bulletin.
Ensure a process has been established to handle customer claims for vehicles requiring engine assembly replacement. Customers are offered their choice of one of the following options:
Option 1
^ Vehicle Replacement (In effect through May 15, 2000)
Option 2 - Replace engine assembly and receive one of the following:
^ 6 Year/100,000 $0 deductible extended service plan Or
^ 3 Year/45,000 $0 deductible Saturn Car Care Maintenance Plan
Retail Team Members should become familiar with all details related to this campaign.
Retailers are required to properly disclose the involvement of vehicles in this campaign to the next retail customer:
^ In-stock vehicles requiring an engine assembly replacement
^ Repurchased/replaced customer vehicles requiring an engine assembly replacement
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 Facility 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, or if the customer's address has recently changed, campaign responsibility may be transferred by completing the following:
^ Submit a Campaign Vehicle Action Report to your Customer Assistance Manager (CAM) at the Saturn Customer Assistance Center. OR
^ Submit an update in owner information to the Saturn Owner of Record system, via SERVICELINE XL, for Saturn Customer Assistance Center review and approval.
A copy of the Campaign Vehicle Action Report is included for your reference. Additional copies can be ordered from Saturn Publications (1-800-828-2112, prompt 3, Item # S0397050). All changes to campaign responsibility will be reflected in your next Unfixed VIN Report.
All other changes in vehicle status (e.g., scrapped, stolen, etc.) are to be made in accordance with section 4.4.3 of the Retailer Service Policies and Procedures Guide, "Notifying Saturn of Vehicle Status Change."
PARTS INFORMATION
1. A pre-shipment of engine assemblies and labels required to perform this campaign has been automatically sent to you from Saturn Service Parts Operations (SSPO). These initial shipments are to aid the Retailer in campaign preparation and ensure minimal customer inconvenience.
2. Should additional parts be required, please contact your Parts Support Analyst (PSA) and we will expedite the shipment. Please do not enter any orders for any part numbers listed without contacting your PSA.
Orders must be placed through your PSA by 2:00 p.m. CST for over-night or 2nd day delivery.
Details are outlined in Technical Bulletin 99-T-28A for engine assembly replacements which occur outside the parameters of this campaign.
DISPOSITION OF REPLACED PARTS
Retailers will scrap all replaced parts in a manner that ensures that they cannot be reused, remanufactured, or otherwise entered into the stream of commerce in the future.
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.
It is imperative that every effort is made to accommodate the affected owners. Additionally, priority should be given to customer vehicles over retail inventory vehicles. If you have any questions, please coordinate with the Saturn Customer Assistance Center to help ensure customer satisfaction.
CAMPAIGN COMPLETION LABEL
Upon completion of the campaign, a Campaign Completion Label and a Clear Protective Cover should be affixed on a clean, dry surface of the radiator core support in an area clearly visible when the hood is raised. Each label provides a space to print in ink (or type) the campaign number (00C09) and the five (5) digit facility code of the Retailer performing the campaign service.
As a reminder, additional labels may be ordered from Saturn publications (1-800-828-2112, prompt 3, Item # S03 00013A for the Campaign Completion Label, and Item # S03 00013B for the Clear Protective Cover).
CREDIT
1. To receive credit for inspecting, and if necessary, replacing the engine assembly, submit a claim with the information
IMPORTANT:
Applicable miscellaneous parts, such as engine oil and coolant, are to be sold to the Customer Service Order (CSO) following standard CSO preparation procedures. The parts allowance for these miscellaneous parts should be the sum total of the current SSPO Retailer net price plus 30 %.
IMPORTANT:
Engine Exchange Program administrative allowance of $434 must be claimed in Net Item Amount using net item code M with labor op V0492.
2. To receive credit for loaner/rental car costs incurred while owner awaits campaign repair or other goodwill expenses, submit a claim with the information.
3. To receive inventory vehicle allowance for in-stock vehicles requiring engine replacement, submit a claim as follows:
4. Retailers are empowered to use good judgement regarding loaner/rental cars or any other goodwill expenses deemed necessary. It will not be necessary to call the Saturn Customer Assistance Center for authorization of goodwill. The Goodwill Worksheet (printed towards the back of this bulletin) must be used to document goodwill expenses. The completed Goodwill Worksheet must be attached to the hard copy of the CSO. Retailers are to make sufficient copies of the blank Goodwill Worksheet to document goodwill expenses.
5. Check your Saturn SERVICELINE.XL Claim Memorandum daily. Remember to code the claim as a WC sale type, and VC case type. Contact your field representative if you need assistance.
6. All labor operations claimed in this bulletin must be submitted on individual (unrelated) CSO lines Refer to the Customer Service Order Preparation Manual for details on Product Campaign claim submissions.
* Campaign administrative allowance.
** Net amount must be submitted as a miscellaneous sale...Loaner reimbursement not to exceed $30/day.
*** Enter number of days vehicle was rented...Not to exceed 4 days.
**** Amount from line "K" of worksheet.
Disclaimer