JAGUAR LAND ROVER SHOP FOREMAN CONFERENCE CALL
NOVEMBER 9TH 2017

Today’s Presenters

Name

Position

Robert Weingart

Manager – Local Technical Support

Elyse McArthur

Product Investigation

Matt Priestner

Product Investigation

Greg Martucci

Product Investigation

Rich Conte

Product Investigation

Jerry Bennett

Product Investigation

Thomas Bollettieri

Product Investigation

Alan Clarke

Product Investigation.
2

LOCAL TECHNICAL SUPPORT (LTS)
NEWS & UPDATES
High TA volume in October
– LTS response times climbed slightly (overlapped with last L3 session)
– Heightens need to keep TA status up-to-date  saves LTS time on
follow-up of each TA
L3 training resumes end of November into December for 2 weeks

October
volume
impact
1936

L3 LTS Training Period

Continued improvements

LOCAL TECHNICAL SUPPORT (LTS)
NEWS & UPDATES
Saturday hours update:
– Saturday submitted TA volume increasing, but still fairly light
– Increased number of retailer replies on Saturday TAs

SSM 73625 - GCM System Update - Retailer Housekeeping for TA
– Update to GCM on 27-Oct allowing UK Parts to comment on part order
status

Reminder: Download the GCM mobile app (SSM 73540)

– UK Parts is commenting on initial order status, which is not always the latest
information matching our NAS Parts (i.e. after it has been escalated and
SAP number changes)
– Working to get latest NAS status updates back to UK and fed into TA case
Pathfinder session file attachment to TA:
– Auto upload to Vehicle Feedback Database is not instant, so TA may be reviewed by LTS before data is on server
– When creating a TA, please attach session files to TA
– Back out of session completely to grab entire session file for attaching

TOPIx iEWD “Targeted” User Survey

In August 2017 the UK launched a iEWD survey targeted at TOPIx users in major markets that most frequently
accessed iEWD documents based on individual usage tracking. About 50 users in the NAS market were
targeted for this survey but less than a dozen have replied thus far. This survey request was only communicated
via the embedded messaging system within TOPIx not often used for retailer communications.
Selected TOPIx users should have seen the “new message indicator” next to their name when logged in as
shown above. If you have an invitation to participate waiting in your TOPIx Inbox, your feedback as a frequent
iEWD user is important to us and we would like to have your input ASAP.

5

Latest Vehicle Concern Fixes
Vehicle

Vehicles
Equipped with
Auto High
Beam

Vehicles
Equipped with
Head Up
Display

Customer
Concern
A Customer may
report that the
headlamp high
beams randomly
flash on and off.

Details and Status
Customers may express a concern where intermittently the high beam
headlights will randomly start flashing when set to auto. This concern is
currently under investigation and we are asking for some reports in the form of
EPQRs. Please try to gather as much information from the customer as
possible such as if other vehicles are in sight where the forward facing camera
should pick their lights.

Publication

Under
Investigation

Customers may report that the Head Up Display (HUD) is not visible during the
daylight. Upon investigation through TA reports we have found the incorrect
Rain/Light Sensor has been installed. Check the label on the lower right hand
corner of the Rain/Light Sensor, A denotes non HUD and B denotes HUD. If
you come across a vehicle with the incorrect sensor, please submit an EPQR
with a photo of the Rain/Light Sensor label.
Head Up Display
dim in daylight

To be released
- Non HUD Rain/Light Sensor

6

Latest Vehicle Concern Fixes
Customer
Concern

Details and Status

Publication

RR Velar
F-PACE
18MY

Unable to Activate
TCU during PDI

Some vehicles are arriving at retailers with the TCU having a software
configuration not currently supported on our servers, others have general
communication issues. Current best advice and specific instructions for opening
a related TA request will be available in the publications listed to the right.

JA17TE-06 /
SA17TE-07

F-PACE
17 – 18MY
RR Velar
Diesel Only

Customer may
report the Check
Engine Light with
a DEF Level Low
warning message
displayed.

If PCM DTC P21C5-64 is present as the sole DEF tank related fault code, this
concern is addressed with a PCM calibration that is now available in Pathfinder
v114.

SSM 73632
(F-PACE)
LTB01125NAS1
(RR Velar)
On Sign-off

Customer may
report a whining or
whistle noise
coming from the
engine bay.

Diagnosis may lead to the discovery of metal shavings in the oil filter & pan.
This may be caused by the lower timing chain rubbing against the crankshaft
balancer. If you require technical support please raise a TA, otherwise submit
an EPQR for repaired vehicles. Note in the EPQR if SSM 72672 has been
completed on the vehicle.

Under
Investigation

Customer may
report an unusual
engine noise

UPS9817 Campaign N134 Potential Crankshaft Bearing Failure is being
published affecting 80 vehicles in the USA which must be placed on sales hold
pending further information on any required repair. Further information expected
by November 13th.

Vehicle

F-PACE
17 – 18MY
Diesel Only

17MY RR/RRS
5.0L SC

UPS9817
7

Latest Vehicle Concern Fixes
Vehicle

Vehicles
equipped with
separate
Starter Pinion
and Starter
Motor Relays

18MY F-PACE
RR Velar with
2.0L Petrol
Engine

Customer
Concern

A customer may
complain of a
grinding noise
when starting the
vehicle.

A customer may
complain of an oil
leak from the
vehicle.

Details and Status

Publication

Diagnosis may reveal wear on the flex plate (may not affect complete
circumference). A possible cause for this complaint is the wiring for starter
pinion circuit and starter motor circuit reversed. Compare the installation
position including intermediate connectors in the circuit to the electrical diagram.
Under
Investigation

Inspect for evidence of a leak at the bottom of the bell housing. Use standard
diagnostic procedures such as UV dye or leak trace powder to determine the
source of the leak. If the leak is identified as coming from the rear main seal,
raise an EPQR which includes pictures with the transmission removed.
Under
Investigation

8

Latest Vehicle Concern Fixes
Vehicle

Customer
Concern

Details and Status

Publication

F-PACE
17MY - On

A Customer may
report a rubbing
noise from the
front of the
vehicle.

A customer may report a concern relating to a noise from the right hand front
wheel area at slow speeds. The noise is more evident when a slight steering
input is applied to the steering wheel. The noise may be evident up to speeds
of approximately 20mph. This may be caused by harmonic resonance from the
front right halfshaft support bracket. There is a sound clip attached to SSM
73492 for reference. This noise will require the replacement of the halfshaft
support bracket.

JTB00577NAS1
On Sign -off

LR3 LR4
05 - 16MY

A Customer may
report a squeak
noise from the
steering gear.

A 'squeak' noise may be heard from the steering column area when turning the
steering wheel. This may caused by a lack of lubrication to the power steering
gear pinion seal. The replacement of the steering gear pinion seal will rectify
the concern. This re-issued TSB has updates to the parts section, VIN range
and addition of 3.0L S/C engines.

LTB00154NAS4
On Sign -off

The customer or
retailer reports the
steering wheel is
misaligned or the
vehicle pulls.

Jaguar Land Rover is trialing a new diagnostic procedure for steering wheel
alignment. Should a Customer express a concern, please raise an EPQR tilted
“Steering Wheel Angle diagnostic procedure” for the concern. A link to a Google
form will be provided in an EPQR response which will provide a procedure to
follow. Upon completion of the Google form an SRO will be provided back in the
EPQR.
This activity will run for 3 months from 10/31/17 to 01/31/17.

F-PACE
17MY - On
Land Rover
XCL
17MY -On

SSM 73630
Jaguar
SSM 73629
Land Rover

9

Latest Vehicle Concern Fixes
Vehicle

Customer
Concern

Details and Status

Publication

RR Evoque
16MY - On

A customer may
report that with
vehicle parked,
the hands-free
tailgate opens on
it’s own.

The hands-free tailgate may unintentionally open during or after periods of rain
(or similar occasions where water has been applied to the rear of the vehicle)
when the Smart Key is within 1.2m of the tailgate. This may be caused by a
number of situations including water ingress around the rear fog lamp unit
causing the hands-free (gesture) tailgate module to respond as if it received a
gesture input. Should a Customer express a concern, please refer to TSB
LTB01112 for further information and repair guidance.

LTB01112NAS1

RR Evoque
Discovery
Sport
15MY - On

A Customer may
report a lack of
cooling from the
vehicle’s air
conditioning
system.

This may be caused by a loss of refrigerant in the air conditioning system due to
corrosion of the evaporator core. Should a Customer express a concern, please
verify the vehicle’s refrigerant charge level. Should the system charge level be
found to be low and a system leak check finds a leak at the evaporator core,
please refer to TSB LTB01120 for repair guidance.

LTB01120NAS1

Discovery
17MY

A Customer may
report a
temperature
difference
between left &
right front HVAC
vents.

A customer may report that there is a noticeable temperature difference
between the LH and RH HVAC vents when the temperatures selected on the