Service Advisor Instructions

SERVICE ADVISOR INSTRUCTIONS

To ensure the highest levels of customer satisfaction, Nissan recommends the following actions be taken by the Service Advisor during the initial customer contact and during the scheduled appointment date.

Initial (First) Customer Contact

^ Respond to any customer questions regarding the voluntary recall campaign "Altima and Sentra QR25DE engine oil consumption". Refer to the Owner's Notification Letter (Shown in this bulletin).

^ Inform the customer that an appointment is necessary. Prior to scheduling the appointment confirm the availability of potential parts for necessary repair.

^ Remind the customer to bring their Owner Notification Letter to the dealer.

Scheduled Appointment Date

^ Confirm availability of alternate transportation prior to customer arrival.

^ If available, secure service documentation (dealer's and/or service Comm) showing the last time the engine oil level was checked and filled. Have this available for the technician repairing the vehicle.

NOTE:
For the purposes of this campaign, ONLY the following documentation for oil level checked and filled will be accepted.

=> Repair / work order from any Nissan dealer showing the vehicle mileage and indicating service for "check and refill oil level", or "oil and filter change".

=> Service Comm print showing CM I.D PB019 was performed and mileage at which it was performed (see NTB06-045).

^ The Owner Notification Letter, if available from the customer, has a "peel and stick" label containing the VIN and customer information. This sticker can be used in preparing the oil sample bottle, if an oil sample procedure becomes necessary.

^ Only in cases that the repair follows Procedure E where an oil sample is necessary for analysis, do you need to provide the customer with the following information.

Information dialogue to customer:

A laboratory analysis of an oil sample from your vehicle was required at the time of ECM reprogramming and sent to a separate laboratory. Your oil, filter, and oil pan were replaced and your vehicle is being returned to you.

After the oil sample analysis is completed, Nissan will inform you of the results in approximately 2-3 weeks by mail. In the meantime, regularly check your engine oil level as specified in your Owner's Manual. In a few cases the results of the oil sample will indicate engine replacement is necessary. In those cases, Nissan will ask you to return your vehicle to the dealership to have the engine replaced at no cost to you. If it is necessary to replace your engine, a rental vehicle will be provided while you leave your vehicle at the dealer for the repair.