Daimler Trucks
North America LLC

Field Service Campaign
May 2014
SF497A

Subject: Western Star Australia Front Shackle Brackets
Models Affected: Specific Western Star 4900 model vehicles with
single channel frame rails manufactured August 25, 2010 through
August 20, 2012.

General Information
Daimler Trucks North America LLC, on behalf of its wholly owned subsidiary, Western Star Trucks Sales, Inc., is
initiating Field Service Campaign SF497A to modify the vehicles mentioned above.
Some vehicles have experienced frame cracking at the steer axle suspension shackle brackets. The cracks
originate at the lower frame flange holes used to secure the shackle bracket to the frame.
Trucks will be inspected for possible frame cracks and inner frame reinforcements will be installed to improve the
durability of the frame.
There are approximately 1484 vehicles involved.
Additional Repairs
Dealers must complete all outstanding field service campaigns prior to the sale or delivery of a vehicle. A Dealer
will be liable for any progressive damage that results from its failure to complete campaigns before sale or delivery
of a vehicle.
Owners may be liable for any progressive damage that results from failure to complete campaigns within a
reasonable time after receiving notification.
Please contact Warranty Campaigns for consideration of additional charges prior to performing the repair.

Work Instructions
Please refer to the attached work instructions. Prior to performing the campaign, check the vehicle for a completion
sticker (Form WAR261).

Replacement Parts
Replacement parts are now available and can be obtained by ordering the kit number listed below from your facing
Parts Distribution Center.
If our records show your dealership has ordered any vehicle(s) involved in campaign SF497A, a list of the customers
and vehicle identification numbers will be available on AccessFreightliner.com. Please refer to this list when ordering
parts for this campaign.

Page 1

Daimler Trucks
North America LLC

Field Service Campaign
May 2014
SF497A

25-SF497-000
Campaign Number

SF497A

Kit Number

25-SF497-000

Part Description

Part Number

Qty. per
Kit

LOCAL
REINF-FRAME,LOWER GRID

15-26681-000

2 ea

CAPSCREW, HEX1/
2-20X2.75 UNF GR8PO

23-09441-275

4 ea

NUT-HEX,PT,1/2-20,C,ZN/AL

23-13833-208

4 ea

WASHERHRDN,0.53X1.06X.177

23-09114-003

8 ea

SCREW-CAP,HEX5/8-18X3.0
GR8

WWS
4019-3410-3.00

8 ea

NUT-HEX,PT,5/8-18,C,ZN/
AL,.559

23-13833-210

8 ea

WSHRHRDN,0.69X1.31X.177,ZN

23-09114-000

16 ea

Suggested
Wholesale*

$71.23 US
$74.08 CAN

* Please charge all U.S. and Canadian Direct Warranty Customers the above-listed price for the kit, as they are authorized to perform their own Recalls. This
pricing does not apply to Export Distributors.

Table 1

Removed Parts
U. S. and Canadian Dealers, please follow Warranty Failed Parts Tracking shipping instructions for the disposition
of all removed parts. Export distributors, please destroy removed parts unless otherwise advised.

Labor Allowance
Table 2 - Labor Allowance
Campaign Number

Procedure

Time Allowed
(hours)

SRT Code

Damage Code

SF497A

Inspect & Install Reinforcements

2.3

996-0929A

000-Modifiedx

Table 2

IMPORTANT: When the campaign has been completed, locate the base completion label in the appropriate
location on the vehicle, and attach the gray completion sticker provided in the field service kit (Form WAR261). If
the vehicle does not have a base completion label, clean a spot on the appropriate location of the vehicle and first
attach the base completion label (Form WAR259). If a field service kit is not required or there is no completion
sticker in the kit, write the campaign number on a blank sticker and attach it to the base completion label.

Claims for Credit
You will be reimbursed for your parts, labor, and handling (landed cost for Export Distributors) by submitting your
claim through the Warranty system within 30 days of completing this campaign. Please reference the following
information in QuickClaim or OWL:
• Claim type is Field Service.
• In the FTL Authorization field, enter the campaign number and appropriate condition code ( SF497A).
• In the Primary Failed Part Number field, enter 25-SF497-000.
• In the Parts field, enter the appropriate kit number(s) as shown in the Replacement Parts Table.

Page 2

Daimler Trucks
North America LLC

Field Service Campaign
May 2014
SF497A

• In the Labor field, first enter the appropriate SRT from the Labor Allowance Table. For administrative time,
enter SRT 939-0010A for 0.3 hours.
• For OWL, the VMRS Component Code is 014-001-010 and the Cause Code is A1 - Campaign.
This Field Service Campaign will terminate on May 31, 2015. Dealers will be notified of any changes to the
termination date via Important Campaign Information Letter posted on AccessFreightliner.com.
IMPORTANT: ServicePro or OWL must be viewed prior to beginning work to ensure the vehicle is involved and
the campaign has not previously been completed. Also, check for a completion sticker before beginning work.
All claims must be submitted within 30 days of the repair and within 30 days of the termination date of the
campaign. U.S. and Canadian Dealers: All excess inventory to be returned to the PDC following the conclusion of
the campaign must be returned in resaleable condition to the Memphis PDC within 90 days from the termination
date. Please submit a PAR to request return to the Memphis PDC. (Canadian dealers should return the kits to
their facing PDC.) Export Distributors: Excess inventory is not returnable.
U.S. and Canadian dealers, contact the Warranty Campaigns Department from 7:00 a.m. to 4:00 p.m. Pacific Time,
Monday through Friday, via Web inquiry at AccessFreightliner.com / Support / My Tickets and Submit an Inquiry, or
the Customer Assistance Center at (800) 385-4357, after normal business hours, if you have any questions or need
additional information. Export distributors submit a Web inquiry or contact your International Service Manager.

Page 3

Field Service Campaign

Daimler Trucks
North America LLC

May 2014
SF497A

Copy of Notice to Owners
Subject: Western Star Australia Front Shackle Brackets
Daimler Trucks North America LLC, on behalf of its wholly owned subsidiary, Western Star Trucks Sales, Inc., is
initiating Field Service Campaign SF497A to modify specific Western Star 4900 model vehicles with single channel
frame rails manufactured August 25, 2010 through August 20, 2012.
Some vehicles have experienced frame cracking at the steer axle suspension shackle brackets. The cracks
originate at the lower frame flange holes used to secure the shackle bracket to the frame.
Trucks will be inspected for possible frame cracks and inner frame reinforcements will be installed to improve the
durability of the frame.
Please contact an authorized Daimler Trucks North America dealer to arrange to have the campaign performed and
to ensure that parts are available at the dealership. To locate an authorized dealer, search online at www.DaimlerTrucksNorthAmerica.com. The campaign will take approximately two and one half hours and will be performed at
no charge to you.
This Field Service Campaign will terminate on May 31, 2015. Please make sure the campaign is completed
prior to this date. Work completed after this date will be done at the customer’s expense.
As stated in the terms of your express limited warranty, Daimler Trucks North America LLC will not pay for any
damage caused by failure to properly maintain your vehicle. Daimler Trucks North America LLC considers the
work necessary under this campaign to be proper maintenance and will, therefore, not pay for any damage to your
vehicle caused by your failure to have the repairs that are the subject of this campaign performed in a reasonable
time.
Contact the Warranty Campaigns Department at (800) 547-0712, from 7:00 a.m. to 4:00 p.m. Pacific Time, Monday
through Friday, e-mail address [email protected], or the Customer Assistance Center at
(800) 385-4357, after normal business hours, if you have any questions or need additional information.

WARRANTY CAMPAIGNS DEPARTMENT
Enclosure

Page 4

Daimler Trucks
North America LLC

Field Service Campaign
May 2014
SF497A

Work Instructions
Subject: Western Star Australia Front Shackle Brackets
Models Affected: Specific Western Star 4900 model vehicles with
single channel frame rails manufactured August 25, 2010 through
August 20, 2012.

Frame Rail Inspection
1. Check the base label (Form WAR259) for a completion sticker for SF497A (Form WAR260), indicating this
work has been completed. The base label is usually located on the passenger-side door, about 12 inches (30
cm) below the door latch. If a completion sticker is present, no work is needed. If a completion sticker is not
present, proceed to the next step.
2. Park the vehicle on a level surface, shut down the engine, and set the parking brake. Chock the tires.
3. Thoroughly clean the frame rails near the shackle brackets, both outside and inside the channel.
4. Inspect the rails for cracking, particularly at the rear fasteners of the lower flange at the shackle brackets.
See Fig. 1. Use a mirror to see in the channels.
If it is determined that a rail is cracked, file an WSC ticket to Warranty Campaigns for further instructions,
otherwise continue with the Inspection.

03/11/2014

f321176b

Fig. 1, Where to Inspect the Frame Rail for Cracks

5. Raise the front of the vehicle so that there is no weight compressing the front suspension, then support the
frame with safety stands.
6.

Using a floor jack, raise the axle just enough so the jack is supporting the weight of the axle, then support
the axle with safety stands.

7.

Remove the quarter fenders, if needed for access.

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Daimler Trucks
North America LLC

Field Service Campaign
May 2014
SF497A

8.

Remove the shackle bracket fasteners from both sides of the vehicle.

9.

Thoroughly clean the frame rails near the shackle brackets, both outside and inside the channel.

10.

Once again, inspect the rails for cracking, particularly at the rear holes of the lower flange at the shackle
brackets. See Fig. 1. Use a mirror to see in the channels.
If it is determined that a rail is cracked, file an WSC ticket to Warranty Campaigns for further instructions,
otherwise continue with the installation of the reinforcement.

Frame Rail Reinforcement Installation
NOTE: Tighten the fasteners in stages for even situating of the bracket.
1.

Install each reinforcement inside the flange at the shackle bracket. See Fig. 2.

1
2

5

2
4
3

03/06/2014

1. Capscrew
2. Washer
3. Nut

f321177

4. Shackle Bracket
5. Reinforcement

Fig. 2, Placement of the Reinforcement

Page 6

Daimler Trucks
North America LLC

Field Service Campaign
May 2014
SF497A

2. Install shackle bracket fasteners with heads inside the channel (see Fig .3), and tighten hand-tight.
3. Tighten the flange fasteners 20 lbf1ft (27 N1cm) first, then the web fasteners.
4. Tighten the flange fasteners 60 lbf1ft (81 N1cm) first, then the web fasteners.
5. Tighten 1/2–20 fasteners 75 to 90 lbf1ft (100 to 120 N1m) and 5/8–18 fasteners 150 to 180 lbf1ft (200 to
1
N m).
240
6.

Install the quarter fenders if they were removed. Tighten the fasteners 15 lbf1ft (20 N1m) .

03/11/2014

f321176a

Fig. 3, Fasteners Installed with Heads Inside the
Channel

7. Clean a spot on the base label (Form WAR259). Write the campaign number, SF497A, on a blank red completion
sticker (Form WAR260) to indicate the work has been completed and attach it to the base label.

Page 7