Campaign - Engine Mount Stud Replacement: Overview
NO: 01-C-08Customer Satisfaction
DATE: May, 2001
CATEGORY TYPE: Engine - 01
CATEGORY: Mechanical
PRODUCT CAMPAIGN BULLETIN
SUBJECT:
ENGINE MOUNT STUD REPLACEMENT
YEAR and MODEL:
2001 SATURN S-SERIES VEHICLES (ALL MODELS)
TO: ALL SATURN RETAILERS AND SERVICE PROVIDERS
Saturn has decided that certain 2001 model year S-Series vehicles were produced with engine motor mount-to-engine fasteners that were not properly heat-treated. If these fasteners yield, the vehicle would exhibit objectionable engine vibration and noise.
To prevent the possibility of this condition occurring, Retailers will replace the engine motor mount-to-engine fasteners.
VEHICLES INVOLVED
Only selected 2001 model year S-Series Saturn vehicles within the following VIN range will require this campaign:
1Z351475 - 1Z355545
You must verify campaign involvement through your AS400 system. 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 the campaign by Saturn. (Refer to the owner letter as shown.)
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 not shown.
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 CAMPING 01-C-08.
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 the 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.
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 shown 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 Reference Guide, "Notifying Saturn of Vehicle Status Change.
PARTS INFORMATION
A pre-shipment of engine mount studs and nuts required to perform this campaign has been automatically sent to retailers from Saturn Service Parts (SSPO). These initial parts shipments are to aid the Retailers in campaign preparation and will ensure minimal customer inconvenience.
Should additional parts be required, please order as needed.
Required Parts:
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.
DISCLAIMER