Cellular Phone Program Overview (CAT. ACC, NO. 004/91)

CELLULAR PHONE PROGRAM OVERVIEW

TECHNICAL SERVICE BULLETIN

CELLULAR PHONE PROGRAM OVERVIEW

Model(s): 1992 Mazda 929

Category: ACC - Accessory

Bulletin No. 004/91

Date: 11/4/91

DESCRIPTION

Mazda offers a version of the Motorola Series II cellular telephone for use in 1992 929 premium package automobiles. The premium package 929 has all necessary wiring for the phone pre-installed at the factory.

At the dealership, Mazda has developed an operating system to facilitate the installation, programing and servicing of the Mazda cellular phone. Some features of this system include:

• 800 Cellular Assistance Hot Line number available to answer all dealer questions.
• Mazda 929 1992 Cellular Phone Troubleshooting Manual (to be distributed to all dealers the second week of November)
• All tools and parts needed to service the Mazda cellular phone (will be made available to any requesting dealership on a loaner basis)
• 36 month/50,000 mile warranty

Mazda's cellular service program is designed with the customer and dealership in mind. The following information will help guide you through common cellular related service procedures and provide valuable information on where to get help if needed.

INSTALLATION & PROGRAMMING INSTRUCTIONS

Information on installing and programming the Mazda cellular phone is provided in all new phone kits. This manual, entitled "Cellular Telephone Installation Instructions for 929" is also available to requesting dealers by calling the CAH. Many cellular service providers offer programming assistance when a cellular phone is activated with their company.

PROCEDURES FOR SERVICING MAZDA CELLULAR PHONES

A complete service overview flow chart is included in this bulletin.

1. The Role of the CSP in Servicing Mazda Cellular Phones

   The cellular service provider is considered to be the "first line of defense" against cellular telephone problems. In many cases, when a customer is experiencing trouble with their cellular phone, it will have nothing to do with the cellular hardware. It is common to mistake cellular reception problems for cellular hardware problems.

   Included in all new phone kits is a red colored customer information card marked "Important" (see Fig 1 ). This card advises customers to contact their CSP if they arc experiencing distorted sound, noise/static, poor or no reception, fading, or dropped calls.

   Fig 1: "Important" Customer Information Card

   
   NOTE: Dealer technicians installing the cellular phones should make sure that the "Important" customer information card is included with the cellular telephone owner's manual.

   Once contacted. the CSP can determine if they are responsible for the customer's cellular trouble. Examples can include:

   • Customer account problems
   • System inadequacy due to geographic location limits
   • CSP equipment failure
2. Appointments
   1. When scheduling a cellular related service appointment, determine exactly what the customer complaint is, including symptoms, duration, geographic location, time of day, etc. Precise understanding of customer complaints is the key to diagnosing problems.
   2. Determine whether or not the customer has contacted their cellular service provider (CSP). It is recommended that, even if the customer claims to have contacted their CSP, a call should be made by the dealer to verify all pertinent information.
   3. Try to schedule cellular service appointments early in the day. That way, if your dealership needs to order a Cellular Service Kit to repair the system, there will be plenty of time to ship the kit to your dealership via next-day delivery. Our goal is next-day service.
3. Preliminary Checks

   Before ordering the Cellular Service Kit, the dealer is required to perform a series of preliminary checks on the cellular phone system. These checks involve power-up, fuses, connectors, and programming. See pages J3-16 and J3-20 of the Mazda 929 1992 Cellular Phone Troubleshooting Manual.

4. Ordering the Cellular Service Kit

   Dealers may order the CSK by calling the Cellular Assistance Hot Line. The following information will be required when ordering the kit:

   • Dealer code, telephone number and mailing address
   • Repair order number
   • Vehicle Identification Number (VIN)
   • Name of person requesting the CSK
   • Name of the Service Manager at the requesting dealership
   • Mechanical serial number of the customer's current phone

   Once an order has been received over the CAH, Mazda will ship the CSK via UPS overnight delivery to the dealership at no charge.

5. Troubleshooting & Repairing the Mazda Cellular Phone

   The Cellular Service Kit is designed to be used in conjunction with the Mazda 929 1992 Cellular Phone Troubleshooting Manual to diagnose and repair problems with the Mazda cellular phone. The troubleshooting manual consists of a series of flow charts that walk a technician through the various steps required to repair a cellular phone based on the original symptoms. Suspected faulty components are replaced with the known "good components" contained in the CSK. After the replacement has been completed, the technician then checks to see if the problem has been corrected. Once the problem has been resolved, the component that was taken out of the CSK (to replace the faulty component) is left in the customer's vehicle. The faulty component is tagged and placed in the CSK.

6. Sending the Cellular Service Kit back to Mazda

   Once servicing is complete, the CSK should be shipped back to Mazda via UPS ground delivery within seven (7) working days. Dealers may submit return shipping costs via the current Warranty Freight Reimbursement Procedures (see pages 10-20 and 10-21 of the Warranty Policies and Procedures Manual for complete details).

7. Submitting a Warranty Claim

   A warranty claim may be submitted to MMA Warranty Dept. via the existing MDCS procedures. Claims will be paid for labor only.

WARRANTY INFORMATION

Mazda cellular phones are covered by the Mazda New Vehicle Limited Warranty when installed at the time of purchase. Phones installed after the delivery date fall under the Mazda Replacement Parts & Accessories Warranty. Complete details on warranty claim submission and reimbursement are available in Warranty Bulletin No. 02, Category ACC. Details on registering the purchase a Mazda cellular phone with MMA Warranty Dept. are available in Warranty Bulletin No. 01, Category ACC.

OUT OF WARRANTY/OUTSIDE INFLUENCE CLAIMS

Dealers will be responsible for determining all out of warranty/outside influence claims. These claims will not be covered by MMA Warranty. When a customer comes into a dealership with a cellular phone that is out of warranty or has experienced damage due to an outside influence, the following steps should be taken:

1. Troubleshoot and repair the phone system via the existing service procedures for cellular phones covered under warranty.
2. Bill the customer for all parts and labor accordingly.
3. Return the CSK to Mazda as per existing instructions.
4. MMA will debit the dealer the price of the parts used from the CSK.
5. Dealers may request freight reimbursement for shipping the CSK back to Mazda.

CELLULAR SERVICE KIT CONTENTS LIST

The Cellular Service Kit is designed to provide the equipment necessary for diagnosing and repairing a Mazda cellular phone to any dealer in the nation. A list of CSK (Cellular Service Kit) contents is broken down into the following three (3) categories:

I. Good Components

II. Test Equipment

III. Literature

MAZDA CELLULAR SERVICE FLOW CHART

See Fig 2 .