Tech Talk (TT245)

GROUP 00 - General

TIN-18-00-011: INITIAL QUALITY SURVEY (IQS) ISSUES: KEY FOB REGISTRATION, TIRE/WHEEL IMBALANCE  - 2018-19 Eclipse Cross, Outlander, Outlander PHEV, Outlander Sport/RVR. 

TIN-18-00-011 was released recently and states:

"MMNA is currently working with MMC (Japan) in an attempt to reduce the number of vehicles that must be repaired during the first 90 days of ownership. This initiative is aimed at increasing new Mitsubishi owner's perception of their recently purchased vehicle. This initiative is also known as IQS or Initial Quality Survey, and increasing these scores is critical in making Mitsubishi vehicles better known in the US market. MMC has identified a small number of frequent repairs that they feel can be easily resolved by identifying when, how, and where the failure occurred.

Two of these items are related to the loss of Key Fob registration and tire/wheel imbalance. To gather additional information related to these two topics MMC/MMNA are releasing two questionnaires that will help MMC identify how these failures are happening. MMNA is requesting its dealer body to assist in this measure and use these questionnaires during the customer interview process.

Please print a copy of the appropriate questionnaire from the MDL and complete the document when reviewing the failure with the customer at the time of vehicle writeup. To find a copy of any questionnaire provided by MMNA please go to:

• MDL > service > service tech resources > Service Related Items > Worksheets, Questionnaires, Job Aids

  Once the correct questionnaire is completed, please email the document to:

• mark.watts@na.mitsubishi-motors.com. Thank you for participating in increasing brand awareness and making Mitsubishi vehicles better for our customers."

TIN-18-00-012: SIMPLE WAYS TO IMPROVE CUSTOMER SATISFACTION & FIX RIGHT FIRST TIME  - All models and years. 

TIN-18-00-012 was released recently and states:

"Customer satisfaction (CSI) is a critical component in the long-term success of a dealership. A highly satisfied Service customer is much more likely to return for future services - increasing your service sales and retention. In addition, once it is time for a new vehicle, the likelihood that they will purchase their next new vehicle from your store also increases significantly.

Fixing a vehicle Right the First Time is the biggest contributor to customer satisfaction - Mitsubishi dealers have been doing a very good job in this important metric. However, there is always room for improvement.

As evidenced by customer verbatim comments, getting to the next level requires paying extra attention to the details and making sure we have the basics covered.

The following four items are concerns that kept some customers from giving an Extremely Satisfied response to our customer satisfaction survey. Paying closer attention to these items and ensuring they are addressed prior to vehicle delivery, is a simple way to immediately improve CSI:

1. Tire Pressure  /TPMS issues - make sure tire pressures are properly set on all four (or five) tires and the TPMS light is not illuminated 
2. Service Reminder Reset  - ensure the Service Reminder is properly reset after every service 
3. Engine Oil  Leak - clean-up any oil residue resulting from draining the oil and removing the oil filter - if there truly is an actual oil leak, make sure the customer is advised 
4. Topping Off Fluids  - ensure all fluids are topped off during a service 

More attention to these 4 details, combined with your other Customer Satisfaction efforts, will maximize the probability of receiving an Extremely Satisfied response. Another important practice is to complete any Open Recalls  while the vehicle is at your store - this will demonstrate your dealership's concern for the customer's safety and generate some additional revenue.

Fixing vehicles right the first time and maximizing Customer Satisfaction will help you build a core of devoted customers - it can also be considered an investment in the future success of your business."

GROUP 51 - Exterior

√WASHER TANK LEAKING  - 2016-18 Outlander Sport/RVR. 

If you encounter a washer fluid leak for which you plan to replace a WASHER FLUID TANK or MOTOR under warranty,  please replace the whole washer tank assembly instead (8 pieces, see table and image below).

MMNA needs to collect 5 full sets for investigation purposes. Please remove the parts as a set and keep them undisturbed as much as possible. MMNA will request the parts through the Warranty Material Return System. Please send the parts as soon as you receive the Material Return Report. We highly appreciate your help and cooperation.

GROUP 54 - Chassis Electrical

√ PHEV KEY TAG WITH REMOTE CONTROL SSID & PASSWORD LOST OR MISSING  - 2018 Outlander PHEV. 

Outlander PHEV vehicles come with a remote control registration card with WiFi information attached to the F.A.S.T. Key. The card contains the required ID and password for customers to register their smartphone using the MiEV Remote Control II app.

If this Remote Control registration card is lost or missing, the EV remote SSID and password can be obtained using MUT-III SE. Use the following steps to obtain the ID and password for the specific vehicle.

1. On the System Select screen, select "EV/MiEV Remote System" from the System List.
2. On the EV/MiEV Remote System screen, click on Special Function.
3. On the Special Function screen, click on Wireless LAN information.
4. On the Wireless LAN information screen, print out the screen or write down the SSID and password for the customer.

GROUP 60 - Recalls

TIN-16-SR-002-B: LANCER PASSENGER SIDE FRONTAL AIR BAG INFLATOR - SAFETY RECALL CAMPAIGN - REVISED  - 2006 - 2007 Lancer. 

TIN-16-SR-002-B was released recently and states:

"Replacement part # 7030A844 for SR-16-002, "Lancer Passenger Side Frontal Air Bag Inflator - Safety Recall Campaign," has been discontinued and is being superseded by part # 7030A977. A revised bulletin, SR-16-002REV, "Lancer Passenger Side Frontal Air Inflator - Safety Recall Campaign - Revised," is being released today, to provide instructions for the installation of part # 7030A977. The installation instructions have changed to apply specifically to part # 7030A977. Please ensure the new instructions are reviewed prior to installation of part # 7030A977.  No notification letters are being mailed to owners as a result of this bulletin revision.

• If campaign C1603A was performed using part # 7030A844 on a vehicle on or prior to today, November 30, 2018, the recall claims must be entered into the Warranty system by December 14, 2018. 
• Repairs made after December 4, 2018, using part # 7030A844, on vehicles that have not had the recall already completed, will not be eligible for reimbursement. 

Please see Parts Bulletin OP-LN-01-18 for instructions on returning unused part # 7030A844 in your inventory. 

Some Authorized Mitsubishi Motors dealers have been force allocated new inflator part # 7030A977 stock based on their on-hand inventory of inflator part # 7030A844. Parts shipments were processed via the 'R' order type and started shipping along with your scheduled stock order beginning 11/29/2018. Dealers may place additional orders via the MDL. Please refer to Parts Bulletin OP-LN-01-18 for additional information. 

Dealers must review the Warranty Superscreen to confirm if any vehicles in their new or used vehicle inventories are affected, and conduct this campaign prior to delivering them. When checking for applicability of this campaign (C1603A), please check for and complete any other open campaigns. Always obtain the customer's approval before completing a campaign on a customer owned vehicle."

TAKATA AIR BAG VIDEO & QUIZ  - 2012-17 i-MiEV, 2004-07 Lancer, Lancer Evolution, Lancer Sportback, and 2006-09 Raider. 

On November 27, 2018, a dealer letter was sent to all dealers and states:

"Earlier this month, we posted a very important message on the Mitsubishi Dealer Link, from our President and CEO, Fred Diaz,  regarding the Takata Air Bag Recall. First announced in 2014, it is by far the largest safety recall ever conducted by the automotive industry.

In the video, Mr. Diaz talks about the Takata Air Bag recall, the steps we have taken, and the progress we have made as a company. If you haven't done so already, please take a moment to view this video.

Starting November 27th, we've added this video to the Mitsubishi Academy website along with a Takata Air Bag Video quiz.  You can access the Academy website on the MDL. The course code is TABV.  We encourage everyone at the dealership to watch this video and then complete the quiz as soon as possible.

Our mission is to account for 100% of Mitsubishi vehicles affected by the Takata recall by the end of 2019. To achieve this goal, it will require teamwork between all of us at MMNA and our dealers. With the Takata recall information provided in this video and the subsequent quiz, we can help to increase consumer awareness and get these dangerous inflators removed from all affected Mitsubishi vehicles.

Check with your District Parts and Service Manager for your individual dealership Takata completion percentage. If you are not at a 100% completion, please ensure you and your staff are doing everything possible to take care of these vehicles when they are at your dealer. Start by having your service team check for open recalls in the Vehicle Inquiry Superscreen for all vehicles coming through the service drive.

Develop a Takata action plan at your dealership - your DPSM can assist with building a plan. Conduct a service meeting, including technicians, to review your dealership performance. By taking these simple, necessary steps, we will increase our Takata recall completions.

Thank you in advance for your immediate attention. Should you have any questions, please do not hesitate to contact your District Parts and Service Manager."

Following are the questionnaires described in the article on page 1, "TIN-18-00-011: INITIAL QUALITY SURVEY (IQS) ISSUES: KEY FOB REGISTRATION, TIRE/WHEEL IMBALANCE  - 2018-19 Eclipse Cross, Outlander, Outlander PHEV, Outlander Sport/RVR."