Predictive Battery Repair Process (SMB31-014)

PREDICTIVE BATTERY REPAIR PROCESS

TECHNICAL SERVICE BULLETIN

BACKGROUND

Our market share of electric cars is rapidly growing, to support our customers Volvo Cars has developed a high voltage (HV) battery monitoring platform. With the use of vehicle data, we have the capability to better understand the HV battery performance and predict cell failures prior to impacting the customer experience. Predictive Battery Repair automates real-time monitoring of cell deviations in our HV batteries to predict upcoming battery failures. This capability is the foundation for enabling data driven service, learning about the behavior of high voltage batteries, and expanding our predictive maintenance capabilities. We are currently monitoring the electric XC40 and C40 on the CMA platform. Similar capabilities will apply to the EX30 and EX90; we will provide updates as future models are included.

GOAL

With the Predictive Battery Repair Process, we aim to reduce disruption for EV drivers through captured data on cell quality. Using this data, we will proactively manage the end-to-end process for repairing EV vehicles before a customer has a poor ownership experience. To accomplish this, VCUSA will support both retailers and customers as outlined with the process below.

PROCESS

• When we have identified a high voltage EV battery that will lead to a failure, VCUSA is automatically notified with all relevant information for customer care to start working with the case.
• Our customer care agent will contact the customer's retailer, through a customer care case, to alert them to the need and obtain schedule and loaner vehicle availability.
• The customer care representative will create a Vehicle Report to Product Follow Up in TIE with reference "Predictive Battery Repair".
• The care agent will order the HV battery by referencing Predictive Battery Repair and TIE case #, which will be added to the order as valid for pre-approval.
• Customer care will contact the customer to book the service, based on retailer shop and loaner vehicle availability.
• Technician will update the "TIE vehicle report" once the HV battery repair is completed.
• After the service, the customer will receive their repaired vehicle and the workshop will create a warranty claim.

• To be properly reimbursed for these claims all existing guidelines in the Warranty Policy and Procedure Manual must be followed.
• Please reference BEV Pack Core Return process, SMB-31-006/007 (US/CAN) for returing the HV battery.
• The customer care agent will update the status of the customer care case and forward the TIE report to central (support not needed). Using Function Group*3113.
• Customer care will follow up with the customer after they have received their vehicle to ensure satisfaction.

SUPPORT

If technical support is needed, use the normal support function. For any other questions related to this initiative, please contact:

SERVICE OPERATIONS

Faye Yagy

Faye.yagy@volvocars.com 

CUSTOMER CARE

Joseph Origoni

Joseph.origoni@volvocars.com