Campaign - Inaccurate Odometer Readings/Reprogram BCM: Overview
2000 - 2002 Saturn L-Series Vehicles (All Models) # 02-C-02 - (Aug 16, 2004)INACCURATE ODOMETER READING AFTER LOSS OF BATTERY POWER (REPROGRAM BCM)
2000-2002 SATURN L-SERIES VEHICLES (ALL MODELS)
All Saturn Retailers and Service Providers
Saturn has decided that certain 2001 and 2002 model year L-Series vehicles were produced with Body Control Module (BCM) software that has a potential to calculate odometer values inaccurately. This can occur only after the vehicle has accumulated approximately 20,000 miles and the battery is then disconnected or power is interrupted for other reasons. In addition, certain 2000, 2001 and 2002 L-Series vehicles serviced with a replacement Body Control Module may exhibit the same condition.
To prevent the possibility of this condition occurring, retailers will upgrade the BCM software.
VEHICLES INVOLVED
Only selected 2000 - 2002 mode/year L-Series Saturn vehicles within the following VIN ranges will require this campaign:
2002 Model Year VIN Range (All Models) = 500037 - 515922
2001 Model Year VIN Range (All Models) = 500033 - 592301
2000 Model Year VIN Range (All Models) = A VIN listing of involved vehicles is shown for your reference.
You must verify campaign involvement through your AS400 system. It is important to note that campaign claims will only he paid on involved vehicles.
Owner Notification
Owners of all involved vehicles will be notified of the campaign by Saturn. (Refer to the owner letter shown in this bulletin.)
Facility VIN Listing
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 02-C-02.
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 can be ordered from Saturn Publications. 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."
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 (02C02) and the 5-digit facility code of the Retailer performing the campaign service.
As a reminder, additional labels may be ordered from Saturn publications.
Credit
As stated in the Credit section of this bulletin, Retailers are empowered to use good judgement regarding loaner/rental cars or other goodwill expenses that might become necessary for customer satisfaction.
Complete this worksheet and attach it to the hard copy of the Customer Service Order (CSO) to document all campaign goodwill claims submitted to Saturn.