TEILECLEARING (Enhanced Technical Support) For DME (M12 09 07)

Publication date: 2007-11-16
Reference number: M12 09 07

TEILECLEARING (ENHANCED TECHNICAL SUPPORT) FOR DME

TECHNICAL SERVICE BULLETIN

Reference Number(s): SI M12 09 07, Date of Issue: November 16, 2007

MINI:	All
GROUP:	Engine Electrical Systems

SUBJECT

TeileClearing (Enhanced Technical Support) for DME

SITUATION

In order to improve customer satisfaction regarding engine-related complaints, an Enhanced Technical Support process has been developed to help identify the root causes of customer complaints relating to DME (Digital Motor Electronics) issues.

The development of this TeileClearing (TC) process was necessitated by:

A large percentage of warranty claims not identifying the root cause of the original customer complaint.
A large percentage of warranty-returned DMEs finding no problem after they are tested.

Two TC Technical Specialists have been assigned to this DME TC process to ensure an immediate response to submitted PuMA cases.

PROCEDURE

Starting on Monday, November 19, 2007, before a DME is replaced under warranty, a part replacement authorization must be obtained by submitting a "TC Case" in PuMA after all diagnostic attempts have been exhausted.

A Part Replacement Authorization will be indicated in the "TC Case" if the TC Technical Specialist agrees that the DME needs to be replaced.

NOTE:

It is not necessary to obtain a Part Replacement Authorization on vehicles where the DME is being replaced for a Service Action or Recall.
Please submit a "Case" in PuMA for regular technical hotline support when DME replacement authorization is not required, e.g., technical support with coding and programming that does not require DME replacement; or other driveability issues related to an engine component which is currently not listed as a TeileClearing part (ignition coil, camshaft sensor, ping sensor, etc.).

A DME "TC Case" should be submitted when:

The DME has obvious physical damage such as corrosion, bent pins, pushed-back pins or signs of over-voltage.
The test plan indicates an internal DME fault and instructs that the DME be replaced.
The test plan has been followed thoroughly and completed with the final recommendation to replace the DME.
The DME crashes during programming and all recovery steps have been exhausted without success.

The technician assigned to the vehicle must have training directly related to the vehicle or system in question.
All available resources must be reviewed. These include but are not limited to: Service Information Bulletins, Service Technology Bulletins (SBT), DCS messages, Bonnet, Boot & Wings, Training Manuals, Repair Instructions and DIS Functional Descriptions. It is the dealer's responsibility to be familiar with all published technical information.
Required checks must be performed, e.g., completing diagnostic test plans, verifying circuit integrity, checking power and grounds, and reviewing the vehicle service history.
The Shop Foreman and/or Team Leader must be consulted.
The vehicle must be in the shop. In order to aid the Technical Specialists in their diagnosis, the diagnostic tester must have transmitted FASTA data indicating that all relevant test plans have been completed, and concluded that the DME should be replaced. Do NOT perform a quick delete or delete any fault memory before transmitting FASTA data.

To contact our TeileClearing Management Team for any TC process inquiries or current TC case escalation, please send an e-mail to tc@bmwna.com.

PARTS INFORMATION

For the list of parts affected by the TeileClearing process, please refer to the following:

PuMA menu item "TC/Actions"
Electronic Parts Catalog (EPC)
- Code "C" in column "ZI" (the last column on the EPC screen) indicates part numbers that are subject to the TeileClearing process (a Part Replacement Authorization must be obtained via PuMA prior to replacing the part under warranty). However, since the EPC is applicable worldwide, the part information "i" (the first column on the EPC screen) must also be clicked for a list of affected TC markets worldwide. The TeileClearing process is applicable to the US market only if "US" is shown.

NOTE: Part Replacement Authorization is not required for shipping and/or handling damage and for defects found prior to the part installation onto the vehicle. Such damage or defects should not be claimed under warranty and must be treated as AFA Returns.

WARRANTY INFORMATION

For vehicle repairs carried out on November 19, 2007 and later, replacement of a DME without prior approval will be subject to debit. When submitting a warranty claim for a DME, the PuMA case number must be specified in the comments section.

A Part Replacement Authorization must be obtained even if a Service Information Bulletin states to replace the DME. The exceptions are Service Actions and Recalls.

A Part Replacement Authorization is not required if the service is performed during official BMW NA non-working days, i.e., during weekends (Saturdays and Sundays) and any official BMW NA holidays. However, the following requirements must be met:

The Repair Order (RO) must be opened and dated on a Saturday, Sunday or any official BMW NA holiday.
A PuMA case must be submitted at the time of the repair on a Saturday, Sunday or any official BMW NA holiday.
The PuMA case must also state "Replaced part without authorization - TeileClearing Closed".
All appropriate test plans must be followed.
FASTA data must be transmitted verifying that all appropriate test plans were performed using required diagnostic equipment (DISplus/GT1).
If FASTA data cannot be transmitted due to a system-related issue, the relevant test plans must be printed and kept with the Repair Order in the vehicle file.
The PuMA case number with a note "Replaced part without authorization - TeileClearing Closed" must be referenced in the comments section of the warranty claim.

A $20.00 Administrative Payment can be claimed by using Sublet Code 8 for each valid TC case approved by the TC Technical Specialist.