SERVICE CAMPAIGN
CAMPAIGN BULLETIN
CVT Software Update/Warranty Extension
Voluntary Service Campaign
Reference: PC501
Date: December 7, 2016
Attention: Retailer Principal, Sales, Parts and Service Managers
Affected Models/Years:
MY2013 JX35 (L50)
MY2014 QX60 (L50)

Affected
Population:

Retailer
Inventory:

SERVICE COMM
Activation date:

Stop Sale
In Effect

45,579

21

December 7, 2016

NO

***** Campaign Summary *****
Infiniti is conducting a Voluntary Service Campaign to reprogram the Transmission Control Module
(TCM) to improve CVT service diagnostics. This diagnostic software update will enhance the retailer’s
ability to diagnose client concerns regarding Continuously Variable Transmission (CVT) operation; it does
not repair any symptoms nor alter the drive characteristics of the vehicle. Specifically, the diagnostic
logic will store two new Diagnostic Trouble Codes when “Judder” symptoms occur on vehicles.



P17F0 – “Judder” caused by belt slip
PF171 – “Judder” caused by control valve

In addition to the installation of diagnostic software, Infiniti will also extend the warranty coverage on
the CVT assembly (including internal CVT components, gaskets, and seals), CVT control valve body,
and torque converter from its original duration of 72 months/70,000 miles to 96 months/94,000
miles (whichever occurs first). Coverage of other vehicle components remains unchanged, and all
other terms, conditions, limitations and exclusions of Infiniti’s New Vehicle Limited Warranty continue
to apply. This CVT warranty extension is being provided as a client satisfaction effort to address client
concerns; including those concerns expressed by plaintiffs in class action litigation, and is subject to
final approval of the settlement of that litigation. In the interim, Infiniti will make any necessary repairs
that would be covered under the extended CVT warranty.
NOTE:
1. The warranty extension applies to all non-hybrid 2013 JX35 manufactured between March 15,
2013 and June 14, 2013 and 2014 non-hybrid QX60 manufactured between May 16, 2013 and
September 20, 2014. Warranty coverage will be shown in Service Comm on the applicable
warranty screen and is not driven by a specific campaign ID.
 NOTE: Due to the number of VINs involved it may take a couple of days to fully update. Infiniti
anticipates all VINs to be updated by December 12, 2016.
2. This campaign will supersede any vehicles previously subjected to the Diagnostic Enhancement
Activity (PC358) announced on March 13, 2015.

PC501 | Original Document

***** What Retailers Should Do *****
1. Verify if vehicles are affected by this Voluntary Service Campaign using Service Comm I.D. PC501
2. Service Consultants will be required to interview the client to determine if current CVT concerns exist.
Retailers should use campaign bulletin ITB16-048 to determine next appropriate steps:
 If no CVT concerns exist, retailers are asked to ensure that the most current TCM software is
installed and release the vehicle.
 If a current CVT concern does exist, retailers are asked to ensure that the most current TCM
software is installed on the vehicle. Technicians should then test drive the vehicle as specified in
ITB16-048. Upon completion of the test drive, techs should check for DTCs and perform any
repairs (if necessary).
o

Retailers will need to follow the warranty process and obtain pre-approval from the
Powertrain Call Center (800-973-9992 Option 2) for any vehicles requiring CVT
assemblies to be replaced.

3. Once updated, and if necessary, repaired, retailers should submit the claim, using the appropriate
claims coding provided, and release the vehicle.
***** Release Schedule *****
Parts

The software for this diagnostic software update is available on ASIST. No other
parts are necessary.

Repair

 ITB16-048
NOTE: The campaign bulletin is available on ASIST and NNAnet
Infiniti will begin notifying owners of all potentially affected vehicles in December,
2016 via U.S. Mail.

Owner
Notification

***** Retailer’s Responsibility *****
It is the retailer’s responsibility to check SERVICE COMM using the appropriate Campaign I.D. for the
campaign status on each vehicle falling within the range of this voluntary service campaign which for
any reason enters the service department. This includes vehicles purchased from private parties or
presented by transient (tourist) owners and vehicles in retailer inventory. If a VIN subject to this
voluntary service campaign was part of a retailer trade, the letter associated with that VIN should be
forwarded to the appropriate retailer for service completion.

Frequently Asked Questions (FAQ):
Q.

Is this a Stop Sale?

A.

No.

Q.

Is this a safety recall?

A.

No.

PC501 | Original Document

Q.

What is the reason for this Voluntary Service Campaign?

A.

This diagnostic software update will enhance the retailer’s ability to better diagnose and
service the CVT by including two new Diagnostic Trouble Codes (DTCs) and enhanced active
test capabilities for CONSULT-III.
In addition to the installation of diagnostic software, Infiniti will also extend the warranty
coverage on the CVT assembly (including internal CVT components, gaskets, and seals), CVT
control valve body, and torque converter from its original duration of 72 months/70,000
miles to 96 months/94,000 miles (whichever occurs first). Coverage of other vehicle
components remains unchanged, and all other terms, conditions, limitations and exclusions of
Infiniti’s New Vehicle Limited Warranty continue to apply. This CVT warranty extension is
being provided as a client satisfaction effort to address client concerns; including those
concerns expressed by the plaintiffs in class action litigation, and is subject to final approval of
the settlement of that litigation. Prior to final apprival, Infiniti will make any necessary repairs
that would be covered under the extended CVT warranty.

Q.

What will be the corrective action?

A.

Retailers should install the updated CVT software in vehicles identified in Service Comm with
I.D. PC501. No additional diagnosis or repair is required unless the client indicated they have
concerns about CVT operation during the interview process.

Q.

How long will the corrective action take?

A.

It should take approximately 1 hour to reprogram the Continually Variable Transmission
(“CVT”) software. Your retailer may require your vehicle for a longer period of time based on
their work schedule.

Q.

What can I expect after the software is installed?

A.

The software update will enhance the retailer’s ability to duplicate client concerns regarding
CVT operation and determine any appropriate repairs. This update does not affect the drive
characteristics of your vehicle or remedy any symptoms.

Q.

When will vehicle owners be notified?

A.

Infiniti will begin notifying owners in December 2016, asking them to bring their vehicles to an
authorized Infiniti retailer to have their CVT software updated.

Q.

Are there any parts required for the retailer to perform this action?

A.

No.

Q.

Is my vehicle safe to drive?

A.

Yes.
PC501 | Original Document

Q.

Do I need to make an appointment in advance?

A.

Yes. An appointment made in advance might be helpful to ensure that your Infiniti retailer can
complete the update at your convenience.

Q.

Will a loaner vehicle be provided while the retailer is servicing the vehicle?

A.

Infiniti may provide a courtesy vehicle for the client to use while their vehicle is being serviced.
Courtesy vehicles are subject to availability and not guaranteed. Please check with your
retailer for availability and further details.
If parts replacement is necessary, rental is available while parts are on order:
EXPENSE CODE
502

DESCRIPTION
Rental Expense

AMOUNT
$300 (Max)

Q.

I have lost confidence in the vehicle. Will Infiniti replace or repurchase the vehicle?

A.

This campaign action is being conducted for client satisfaction purposes. The software is not
correcting any deficiency nor altering the drive characteristics of the vehicle, so there is no
basis for replacing or repurchasing the vehicle.

Q.

Is there any charge for this update?

A.

No, your Infiniti retailer will reprogram the TCM at no charge to you for parts or labor.

Q.

I did not receive a letter, how can I tell if my vehicle is eligible?

A.

Please provide your vehicle identification number (VIN) so that I can check if your vehicle is
included in this activity.

Q.

Will I have to take my vehicle back to the selling retailer to have the service performed?

A.

No, any authorized Infiniti retailer is able to perform this diagnostic software update.
For Consumer Affairs: Please inform us of the retailer where you would like to have the
corrective action completed.

Q.

If a client previously paid for CVT repairs or replacement are they eligible for reimbursement?

A.

Clients may be eligible for reimbursement for any repairs that were previously performed for
this issue using client pay or partial goodwill. Retailers with client reimbursement concerns
may refer to the following:


If you have additional questions regarding this program, you can visit
www.InfinitiAssist.com or contact Infiniti Consumer Affairs @ 1-800-662-6200

PC501 | Original Document



If you have previously paid for repairs to your CVT within the time and mileage limits of
this new extended warranty, we ask you to visit www.InfinitiAssist.com, download the
reimbursement claim form and and follow the instructions on the website once they have
gathered the following necessary documentation:
o Repair order(s)
o Proof of payment (may be on repair order(s))
o Proof of ownership if repair is over $1,000

Q.

How many vehicles are involved in the campaign?

A.

A total of 50,083 vehicles are potentially affected.
Region
USA
Canada
Guam
Puerto Rico
TOTAL

Total
45,418
4,504
21
140
50,083

Make/Model
MY2013 JX35 (L50)
MY2014 QX60 (L50)

Dates of Manufacture
March 15, 2013 – June 14, 2013
May 16,2013 – September 20, 2014

Q.

Are you experiencing this condition on any other Infiniti (or Infiniti) models?

A.

Yes. Certain MY2013-14 non-hybrid Nissan Pathfinder vehicles may also be eligible
to receive this diagnostic software update.

PC501 | Original Document