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08

From

National Field Recall

Subject

Dealer Airbag Inflator Best Practices

21

2018

Expires on 09

07

2018

Dear Honda Dealers,
Last Spring, we shared with Dealers a list of Inflator Best Prac ces we obtained from our Top Repair
Comple on Dealers to support all Dealers efforts to replace Takata inflators. To ensure Dealers have
the most current informa on, we would like to provide you with the latest list of best
prac ces. Click here to view the latest list.
We encourage all Dealers to share any best prac ces you employ that have helped you achieve higher
than average inflator comple on rates with your fellow Dealers and Honda Zone representa ves, so we
can apply throughout Honda.
We together cannot ease up our efforts on this important recall un l we have 100% of the affected
vehicles repaired. It’s going to take new methods to reach customers and repair vehicles recalled by
Takata airbag inflators. We need everyone’s con nued support on this important recall.
As always, on behalf of the Honda Team, we thank you for all of your work to increase our inflator
replacement rate and your commitment to the safety of our customers.
Sincerely,
Na onal Field Recall

American Honda Motor Co., Inc.

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Honda Dealer Airbag Inflator Best Practices
8/20/2018
VIN Inquiries
 Run VIN stat inquiries on every vehicle arriving to the Dealer including trade-in and wholesale
vehicles
 Run VIN stat inquires for all incoming and outbound outreach calls to customers
 Run VIN stat inquires on VINs that are provided to parts counter personnel during over the
counter parts transactions
Business Development Center (BDC)
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Order parts as soon as appointment is made with the customer to ensure Fixed First Visit
Utilize a Recall Loading spreadsheet (Honda Service Connect Dealers can use Shop Watch)
Utilize spreadsheet to follow the process of each vehicle thru completion
Dedicate responsible person for managing the DMV RL POLK customer lists
Daily follow up on all missed appointments
Train all BDC staff on 1 day rental and tow policy
If phone numbers are not valid send emails to customers with valid email addresses
Scrub DMV RL POLK lists with Dealers DMS system, White pages, Google, and Facebook as a
way to find accurate contact information for customers
Track status of all outreach attempts to VINs
Make 5 to 10 attempts to call each customer to try and secure appointment
Make Appointment reminder calls daily for next day appointments
Don’t set limits on Appointments for Inflator Recalls
Provide BDC staff with list of parts that are on hand weekly

Alternate Transportation/Shuttle
 Provide complimentary 1 day loaner or rental cars for inflator repairs
 Call customers to ensure prompt pick up of their vehicle upon completion of the recall
 Offer shuttle services to accommodate customers that did not want a loaner/rental vehicle
Training
 Ensure all airbag Inflator modules are completed before a tech can do an inflator campaign
repair, including recent module (MMC03-Passenger Inflator Installation Guide)
 Ensure all existing and recently hired Honda Dealer Parts & Service Personnel complete the
Airbag Inflator Recall training self-study modules
 Train all staff members on 1 day rental and tow policy

 Emphasize constant communication among departments to ensure everyone is working
towards same goal

Towing
 Offer Free Tow for concerned customers
 For vehicles that are un-drivable suggest repairing the customers vehicle while it is still on the
tow truck while the customer and tow truck driver wait
Mailers
 Send personalized Dealer first class mailers to customers encouraging them to get their vehicle
repaired
Mobile Repair
 Support mobile repair efforts when needed
E-responsibility reports & Missed Opportunity
 Review Missed Opportunity report weekly and hold staff accountable for contacting customers
who were not informed of an open campaign during their routine visit to dealership
 Ensure customers contacts are made and followed up on weekly basis
Parts
 Have sufficient supply of inflator inventory to be able to accommodate walk in customers
 Ensure parts are available for all scheduled appointments
Community Engagement
 Actively support localized canvassing activities and help spread awareness about the recall
throughout the Dealers local community
Used Car Lots
 Actively work with other OEM Branded Dealers and Independent Used Car Operations to search
nearby used car lots for affected VINs and offer repair support
Dealer Website
 Ensure the Honda recall link is added to Dealer’s website so customers can do a recall check on
their VIN at anytime
General
 Assign dedicated group of techs to perform inflator campaigns as a measure to improve speed,
convenience and capacity of inflator repairs