Campaign - Replacement of Motronic Or Trans Control Unit: Overview
SERVICE CAMPAIGN 60GROUP
00
NUMBER
139
ISSUING DEPARTMENT
WARRANTY
CAR MARKET
U.S. & CANADA
DATE
May, 1992
TITLE
Service
Campaign 60
REFERENCE BULLETINS:
See Bulletin 00139A, dated 11/92 for additional information.
Tech. Info. and instr:
25-60, 28-60, 37-60, 43-60
Parts Info. Bulletin:
8-60 (U.S.) 8-60A (Canada)
Volvo is committed to continuously improving our products and services. It is our intention to demonstrate that our service support is among the best. We have, therefore, made a decision to improve vehicle performance by including certain technical updates on 1992 960 models via a Service Campaign.
Special procedures designed to exceed customer expectations are being instituted as part of this campaign. These procedures are intended to reaffirm a "new way of doing business" as announced at the Annual Dealer meeting. This campaign announcement and the sensitive customer handling gives us the opportunity to prove our commitment to do things differently.
We are requesting that dealers provide special care for 960 owners which includes the following:
1. Vehicles will be returned to the owner with the exterior and interior cleaned.
2. Vehicles will be topped up with premium unleaded gas.
3. Alternate transportation will be provided. This includes either the use of a Volvo loaner car or demonstrator vehicle (i.e., 240, 700 or 900 series car). Area Management will review your role in this procedure.
Your dealership will be reimbursed for the expenses covering these procedures as described in this bulletin.
This process requires high quality involvement and support from dealer personnel. The attitude and image projected to the customer must exemplify Volvo's special attention to the change in how we are responding to our customers. Your support is critical to keeping our promise to 960 owners.
The activities covered by this campaign are:
^ Replacement of A/C Pressure Switches and/or Harness for improved air conditioning function during low speed driving.
^ Replacement of Motronic Control Unit and AW30/40 Transmission Control Unit to improve the driving characteristics after initial starting of the vehicle.
^ Retorque the Mounting Bolts on the Injector Rail.
Campaign Information
Owners of 960 vehicles within the VIN ranges listed for this campaign will be contacted by letter directly from Volvo. The owner mailing will be staggered through the month of June.
The letter will provide information explaining the improvements to be completed and also advise the customer to contact their dealer to arrange for an appointment.
When arranging the appointment date, please advise the customer of the following:
^ Use of a loaner vehicle will be provided while the owner's vehicle is being upgraded as part of the campaign.
^ Their vehicle will be returned in a clean condition (inside and out) and topped up with a full tank of premium unleaded gas.
Maintenance Information
The owner letter also provides information regarding changes in the 960 Maintenance Service Schedule including:
^ Camshaft Timing Belt Replacement Volvo now recommends the timing belt be replaced at every 20,000 mile/32,000 km service interval for the B6304F engine. Volvo will pay for replacing the belt at the first 20,000 mile/32,000 km service interval and at the 40,000 mile/64,000 km service interval(see SMB 00-137, dated May 1992).
^ Tire Rotation 960 Models fitted with NC2T Goodyear tires should be rotated at the first 5,000 mile/ 8,000 km oil change and at each 10,000 mile/16,000 km service interval. The cost of the initial rotation and toe-in adjustment will be paid for by Volvo (see SMB 00-137 dated May, 1992).
A separate supplemental information booklet detailing the 960 Maintenance Service Schedule changes will be supplied with the owner letter.
Parts Ordering
An automatic allocation will be made on or about the week of May 25, 1992, for the A/C Switch Kit (including Harness) P/N 9130469-1 and A/C Switch P/N 75321-0. This initial allocation will equal approximately 30% of the vehicles retailed by your dealership. An initial allocation for the AW 30/40 Control Units will also take place the same week. This allocation will equal approximately 20% (at a minimum of one (1) per dealer) of the vehicles retailed by your dealership. After the initial allocations, you may order additional quantities using normal ordering procedures.
Motronic Control Units will not have an automatic allocation. Order these parts by critical order as needed, Parts Return
All parts must be returned to Warranty Parts Testing Department. Parts must be returned using normal procedures. All appropriate documentation must be supplied.
If dealer personnel pick-up the vehicle from the owner as part of the special care procedure, they must obtain the owner's (or his/her representative's) signature on a certificate (see below). This is a standard release statement which appears on most repair orders.
Dealer personnel must fill in the required information including Dealer Code, VIN, RO number and Date. Enter number 60 in the space provided after the word "CAMPAIGN."
When the vehicle is returned, dealer personnel must again obtain the owner's (or his/her representative's) signature on the certificate indicating the work was completed and that the vehicle was delivered in the condition which had been promised. Obtaining the signature is extremely important and verifies the owner's acceptance. The certificate is to be attached to the RO and a copy of the RO and certificate must be provided to the owner at the time the vehicle is returned.
DEALER VEHICLE CAMPAIGN LIST
To assist dealers in identifying the specific vehicles which require modification under this campaign and to schedule shop time accordingly, the "Dealer Vehicle Campaign List" is enclosed. This list details all vehicles that have been wholesaled to your dealership within the affected VIN ranges. Each list is sequenced in VIN order, stock vehicles first, followed by retailed vehicles. An identification number has also been included for each vehicle in a column to the right of the VIN.
Areas on the list headed "REP CODE" and RO DATE" are provided so dealers can enter the applicable Repair Order Number and Repair Order Date as each vehicle is modified. Retain this list as a permanent record of the action taken by your dealership for this campaign.
If a list is not enclosed, then according to our records, none of the affected vehicles were wholesaled to your dealership. However, you should be aware of the details of this campaign in the event that you are requested to perform repairs by a transient customer.
STOCK VEHICLES
The "Dealer Vehicle Campaign List" also identifies all vehicles affected by this campaign which, according to our records, are in dealer stock at the time of launch. All stock vehicles must have Campaign 60 completed prior to customer delivery or dealer trade.
NOTE: IF ANY VEHICLE LISTED IN DEALER STOCK HAS BEEN RETAILED, IT IS THE DEALER'S RESPONSIBILITY TO CONTACT THE OWNER AND ARRANGE FOR THE REPAIRS TO BE COMPLETED.
COMPLETED CAMPAIGN IDENTIFICATION LABELS
Enclosed with this bulletin is a supply of "Campaign Labels." THESE LABELS ARE TO BE USED TO IDENTIFY CAMPAIGN 60 ONLY.
After Campaign 60 has been carried out, complete the label by entering your Dealer Code, and Repair Date (use a ball-point pen); then affix the label to the driver's door as illustrated in the diagram. Should you require additional labels, please contact your Volvo Area office.
Vehicles that have been modified at the Port will be identified by a sticker or a yellow dot on the inside Fuel Tank Filler Door Jam for the Motronic Control Unit and on the Fan Shroud for A/C Switches and Harness completion. Check for the completion label prior to starting work on a car.
A standard "W" claim form is to be used for submission of Campaign 60 for retailed and stock vehicles (not a recall form).
Reimbursement for retailed vehicles will include provisions for the repair, loaner use, detailing and an allowance for topping up with premium gas. Should an owner wish to drop off the vehicle and a loaner is not supplied, than operation number 256200 is not to be claimed. Claims for vehicles in stock or in demonstrator service are to be submitted for the repair operations as applicable and must not include operations for the loaner and detailing.
The following specific information must be supplied when submitting for Campaign 60, as well as standard claim requirements (e.g., VIN, RO Number, RO Date)
Additionally, the following operation numbers may be added to cover the special care arrangements for
Campaign 60:
Operation # 256100 $30 Maximum
The allowance for cleaning the interior and exterior plus topping up with premium gas is for retail vehicles only.
For customers who receive a loaner vehicle, add the following operation number:
Operation # 256200 $30 Maximum
Applies to retail vehicles only.
These allowances may only be claimed once.
^ One (1) claim is to be submitted to cover all repairs and appropriate allowances.
^ Operation Number 370973 or 370984 A/C Switch (Harness) is to be listed as the main operation number and Kit P/N 9130469-1 listed as the failed part number.
^ Defect Code 43 is to be used.
Should you encounter extraordinary costs above the set maximum allowance, contact your RMT/S.
Dear Volvo Owner:
We recently wrote to you thanking you for your purchase of a new Volvo 960. Your experience and satisfaction with your new Volvo is of primary concern to us. Our commitment to constant product and service improvements continues even after you take delivery.
Accordingly, we have recently introduced certain production changes that will enhance overall vehicle performance and driving pleasure. We would also like to add these enhancements to your 960 at no cost to you. The following briefly describes the enhancement procedures:
- The operation of the air conditioning in your 960 is controlled by pressure switches. We will install new switches that are designed to optimize the air conditioning performance during low speed driving conditions and will offer greater reliability.
- The 960 has a drivetrain management system that incorporates electronic control units that control the engine and the transmission. We will install new, upgraded units that will enhance performance by improving the driving characteristics of the vehicle.
- The mounting bolts on the injector rail will be checked and, if necessary, tightened to specification.
- The camshaft timing belt replacement interval has been changed from every 48,000 kilometers to every 32,000 kilometers. Your Maintenance Booklet indicates that the cost of this replacement is covered by Volvo at 48,000 kilometers. Volvo now will pay for this belt replacement at both 32,000 kilometers and 64,000 kilometers.
- Your 960 rides on high performance Goodyear tires designed to deliver optimal road-holding ability and comfort, To optimize their performance, we recommend that the tires be rotated, and the front suspension toe-in be checked, and if necessary, adjusted. We will, therefore, perform this rotation and adjustment at your next maintenance service or next dealer visit. The cost of this initial rotation and adjustment will be covered by Volvo. The maintenance schedule has been updated to recommend tire rotation at 16,000 kilometer intervals, which becomes part of the normal maintenance expense.
Enclosed is a 960 Supplemental Information Booklet that outlines the timing belt and tire maintenance recommendations. Please keep this supplement with your maintenance manual.
Your dealer will make every effort to minimize your inconvenience during the enhancement procedures. After the procedures are completed, your car will be cleaned and filled with fuel.
I apologize for any inconvenience this matter may cause, but your satisfaction with your new Volvo 960 is of utmost importance to us. We appreciate your allowing us to perform these procedures to ensure that your new 960 meets Volvo's commitment to delivering a product which meets our highest standards of quality.
Please contact your Volvo dealer at your earliest convenience to arrange for an appointment. Should you have any questions or need further assistance, please call us at 416-493-3700 (8:30 a.m. to 5:00 p.m. Eastern Standard Time). You can depend on our continued support of your ownership experience.
May, 1992
TO: ALL VOLVO DEALERS - U.S. AND CANADA
RE: SERVICE CAMPAIGN 60
Volvo is committed to continuously improving our products and services. It is our intention to demonstrate that our service support is among the best. We have therefore, made a decision to improve vehicle performance by including certain technical updates on 1992 960 models via a Service Campaign.
Special procedures designed to exceed customer expectations are being instituted as part of this campaign. These procedures are intended to reaffirm a "new way of doing business" as announced at the Annual Dealer meeting. This campaign announcement and the sensitive customer handling gives us the opportunity to prove our commitment to do things ditferently.
We are requesting that dealers provide special care for 960 owners that includes the following:
1. Vehicles will be returned to the owner with the exterior and interior cleaned.
2. Vehicles will be topped up with premiumun leaded gas.
3. Alternate transportation will be provided. This includes either the use of a Volvo loaner car or demonstrator vehicle (i.e., 240, 700 or 900 series car). Area Management will review your role in this procedure.
Your dealership will be reimbursed for the expenses covering these procedures as described on page 6 of the attached Service Manager Bulletin.
This process requires high quality involvement and support from dealer personnel. The attitude and image projected to the customer must exemplify Volvo's special attention to the change in how we are responding to our customers. Your support is critical to keeping our promise to 960 owners.
A complete description of the repair requirements and claim submission procedures is included with this dealer package. It is the dealer's responsibility to review the details provided in the informational materials listed below with all dealership personnel involved.
- Service Manager Bulletin 00-139
- Technical Information & Instructions 25-60, 28-60, 37-60, 43-60
- Owners Letter
- Parts Information Bulletin 8-60 (U.S.), and 8-60A (Canadian).
Customer Notification
All owners of affected vehicles will be contacted by letter directly from Volvo. The owner mailing will be staggered through the month of June.
Additionally, 960 owners will be mailed a supplemental information booklet which details the following Maintenance Schedule revisions:
- Camshaft Timing Belt Replacement at 20,000 mile/32,000 km intervals.
- Tire Rotation at each 10,000 mile/16,000 km interval. (Refer to SMB 00-137 dated May 1992 for complete details.)
Campaign Responsibility
Dealers are to repair all vehicles within the applicable vehicle ranges regardless of mileage. The repairs covered by this Campaign are free of charge to the owner. Dealers are to schedule the appropriate shop time based on the pick up schedule or drop off by the owner.
Once the repairs have been completed, the 960 vehicle is to be washed and the interior cleaned before returning to the owner. Additionally, the dealer is to ensure that the vehicle is returned with a full tank of premium unleaded gas.
The use of the loaner vehicle, detailing and the topping with fuel is free of charge to the owner and applies to retalled vehicles only.
Stock Vehicles
All stock vehicles within the chassis ranges must have Campaign 60 completed prior to customer delivery or dealer trade.
A standard warranty claim will be used for reimbursement.
No car within the affected range is to leave your dealership without having Campaign 60 completed.
A supplemental information booklet detailing changes to the 960 Maintenance Service Interval, equal to the number of vehicles in your stock, is enclosed. The content is to be reviewed with each owner prior to new car delivery and must be placed in the Owner's Wallet.
Campaign Reimbursement
For 960 retall customer cars, reimbursement will include provisions for the repair time, loaner use, detailing and topping up with premium fuel as applicable.
For demonstrators or cars in stock only the repair procedure will apply.
Your cooperation is greatly appreciated.