Campaign - M/T Fluid Level Inspection/M/T Replacement: Overview
2002 Saturn L-Series Vehicles Equipped with Manual Transaxles (RPO MU3) # 02-C-03 - (Aug 16, 2004)FLUID FILL INSPECTION AND REPLACEMENT OF MANUAL TRANSAXLE, IF NECESSARY
2002 SATURN L-SERIES VEHICLES EQUIPPED WITH MANUAL TRANSAXLES (RPO MU3)
All Saturn Retailers and Authorized Service Providers
Saturn has decided that certain 2002 model year Saturn L-Series vehicles were produced with manual transaxles did not receive the specified fluid fill during the assembly process. Damage could occur to the transaxle's internal parts if the fluid level is significantly low.
To prevent the possibility of this damage occurring, Saturn Retailers will inspect the fluid level and replace the transaxle assembly, if necessary.
Vehicles Involved
Only selected 2002 model year Saturn L-Series vehicles will require this campaign Refer to VIN listing shown.
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 this 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-03.
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 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.
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."
Parts Information
Not all vehicles will require a transaxle replacement. Once the vehicle has been inspected and it has been verified that a part is required, please place an Emergency Special Customer Order (ESCO) for the appropriate parts from SSPO. Please specify overnight or 2nd day delivery. Second day is preferred, however overnight is available for emergency situations.
Orders must be placed by 3:00 p.m. Central Standard Time. Please do not place a Special Customer Order (SCO) for the transaxle assemblies. These orders will not be filled through replenishment.
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 Identification 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 (02C03) 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.
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.