Jason Guidi
Director - Regulatory & Compliance

January 18, 2019
Subject: Recall R89910
TO: All U.S. and Canadian Volvo Retailers

VEHICLES IN RETAILER INVENTORY
It is a violation of federal law for a retailer to deliver any new Volvo that is eligible for a
recall. Retailers are advised to check all vehicles in inventory for recall eligibility and
repair immediately. Violation of this requirement by a retailer could result in a civil
penalty of up to $21,000 per vehicle.
Correct all vehicles in your new vehicle inventory before delivery.
Volvo Car USA LLC and Volvo Car Canada LTD (Volvo) on behalf of Volvo Car Group, has
decided to launch Recall R89910 on certain model year 2018 – 2019 XC60 vehicles equipped
with a Power Operated Tailgate (POT).
Volvo has identified that the tailgate lifting arms (Drive Units) under certain conditions and cold
temperatures may freeze. If this would occur, it may lead to noise or loss of function when
operating the tailgate in freezing conditions with risk of separation of the tailgate lifting arms.
In worst case scenario, this may result in complete separation of tailgate lifting arms with spring
detaching and projecting in a rearward direction with significant force resulting in risk for
personal injury.
The corrective action is replacement of the tailgate lifting arms with an improved design part.
PARTS AVAILABILITY
Parts availability is very limited at this time. Please refer to the attached Parts Bulletin for the
latest parts information.

Volvo Car USA LLC
1 Volvo Drive
Rockleigh, NJ 07647

1(3)
Telephone +1-201-768-7300
volvocars.us

WHAT SHOULD YOUR CUSTOMERS DO NOW?
If your customer experiences noise or have separation of the tailgate lifting arms when operating
the tailgate, or in the event of the tailgate lifting arms being bent or the tailgate doesn’t close
properly, they should not open or close the tailgate.
If your customer does not have any of the above described symptoms, they can use the tailgate
until they receive a second notification letter that will instruct them to schedule an appointment
with their Volvo retailer for this repair.

A total of 43,150 U.S. and 3,728 Canadian vehicles are eligible for this recall.
Vehicle eligibility must be confirmed:
• Vehicle Inquiry – Vehicle Warranty where the message "Recall R89910 Tailgate Lift
Arms” will appear for eligible vehicles.
• All cars not yet delivered to end customers must be corrected prior to delivery.
• There have been no reports of incidents related to this issue.
If you have any questions concerning this recall send them to [email protected].
OWNER NOTIFICATION
A first owner notification letter will be sent out immediately that will notify the owner of this
recall and the lack of available parts at this time. When parts availability improves, a second
letter will be mailed to owners instructing them to contact their Volvo retailer and request an
appointment to have this repair completed.
PORT VEHICLES
All vehicles from the ports must be checked for any incomplete recalls or service campaigns or
service upgrades prior to delivery.
PARTS / PARTS RETURN
Please refer to Parts Bulletin 83-R89910.
CLAIM SUBMISSION
Please refer to the claim submission information in the attached Quality Bulletin.
RETAILER RESPONSIBILITIES
Retailers must perform this recall campaign on eligible vehicles regardless of miles/kilometers or
vehicle age. All work performed under this recall is free of charge to the owner. As the safety of
our customers is our upmost priority, we are taking full responsibility to ensure the highest
quality and safety standards for our cars.

2(3)

If you have questions about this recall or any other field service action, please contact me or any
member of the Product Safety and Compliance office.
Your cooperation in completing this important recall is greatly appreciated.
Drive Safely,

Jason Guidi
Director - Regulatory & Compliance
201-768-7300
[email protected]

3(3)

VOLVO CAR

SERVICE AND PARTS BUSINESS

Quality Bulletin
TITLE:

Recall R89910: Tailgate Lift Arms (Drive Units)
Model Year 2018 – 2019 XC60
GROUP:

CAT/NO:

ISSUING DEPARTMENT:

CAR MARKET:

R89910

Warranty

United States and Canada

REFERENCE BULLETINS:

PB 83-R89910
Service Personnel:
Read and initial

SERVICE
MANAGER

SERVICE
WRITER

ISSUE DATE:

STATUS DATE:

2019-03-07

2019-03-07

WARRANTY
ADMINISTRATOR

Page 1 of 4
“Right first time in Time”

BULLETIN REFERENCE PB 83-R89910
A.
B.
C.
D.
E.
F.
G.
H.
I.

RECALL R89910 DESCRIPTION
VEHICLES INVOLVED
PARTS INFORMATION/PARTS RETURN
OWNER NOTIFICATION
VEHICLES IN RETAILER INVENTORY
RETAILER RESPONSIBILITY
CAMPAIGN REIMBURSEMENT PROCEDURES
TECHNICIAN COMPETENCY REQUIREMENT
RETAILER ALLOWANCE

Bulletin Changes – Updated sections “C” and “I” claim submission information for Bent Lift Arms
A.

RECALL R89910 DESCRIPTION
Volvo Car USA LLC and Volvo Car Canada LTD (Volvo) on behalf of Volvo Car Group, has
decided to launch Recall R89910 on certain model year 2018 – 2019 XC60 vehicles equipped with
a Power Operated Tailgate (POT).
Volvo has identified that the tailgate lifting arms (drive units) under certain conditions and cold
temperatures may freeze. If this would occur, it may lead to noise or loss of function when operating
the tailgate in freezing conditions with risk of separation of the tailgate lifting arms.In worst case
scenario, this may result in complete separation of tailgate lifting arms with spring detaching and
projecting in a rearward direction with significant force resulting in risk for personal injury.
The corrective action is replacement of the tailgate lifting arms with an improved design part.
A total of 43,150 U.S. and 3,728 Canadian vehicles are eligible for this recall.
Produced in the USA and available as an electronic document. Hard copy documents are printed in USA on recycled paper containing
a minimum of 50% wastepaper and 10% post-consumer waste.
© 2019 VOLVO CAR USA, LLC

Quality Bulletin R89910
PARTS AVAILABILITY
Parts availability is very limited at this time. Please refer to the attached Parts Bulletin for the latest
parts information.
WHAT SHOULD YOUR CUSTOMERS DO NOW?
If your customer experiences noise or have separation of the tailgate lifting arms when operating
the tailgate, or in the event of the tailgate lifting arms being bent or the tailgate doesn’t close
properly, they should not open or close the tailgate.
If your customer does not have any of the above described symptoms, they can use the tailgate
until they receive a second notification letter that will instruct them to schedule an appointment
with their Volvo retailer for this repair.
B.

VEHICLES INVOLVED
NOTE:

RETAILER MUST CONFIRM VEHICLE ELIGIBILITY PRIOR TO
BEGINNING THE REPAIR FOR THIS RECALL.

Vehicle eligibility must be confirmed:
• Vehicle Inquiry - Vehicle Warranty where the message “Recall R89910 Tailgate Lift Arms”
will appear for eligible vehicles or check eligibility in TIE.
All vehicles must be checked for any incomplete recalls or service campaigns or service upgrades.
All open Recall, Service Campaign or Service Action repairs must be completed.
If you have any questions concerning this recall send them to [email protected].
C.

PARTS / PARTS RETURN
Please refer to Parts Bulletin 83-R89910.
Bent lift arms are required to be returned to TMA.
PORT VEHICLES
All vehicles from the ports must be checked for any incomplete recalls or service campaigns or
service upgrades prior to delivery.

D.

OWNER NOTIFICATION
A first owner notification letter will be sent out immediately that will notify the owner of this recall
and the lack of available parts at this time. When parts availability improves, a second letter will
be mailed to owners instructing them to contact their Volvo retailer and request an appointment to
have this repair completed.

E.

VEHICLES IN RETAILER INVENTORY
It is a violation of federal law for a retailer to deliver any new Volvo that is eligible for a
recall. Retailers are advised to check all vehicles in inventory for recall eligibility and repair
immediately. Violation of this requirement by a retailer could result in a civil penalty of up to
$21,000 per vehicle. Correct all vehicles in your new vehicle inventory before delivery.

Page 2 of 4

2019-03-07

Quality Bulletin R89910
F.

RETAILER RESPONSIBILITY
All vehicles qualifying for this recall must be repaired prior to a customer taking possession of the
vehicle.

G.

CAMPAIGN REIMBURSEMENT PROCEDURES
Recall R89910 claims should be submitted using the LONG FORM application only.

H.

TECHNICIAN COMPETENCY REQUIREMENT
The technician competency requirement for this campaign repair is: Level 2 - Certified Tech.

I.

RETAILER ALLOWANCE
REPLACE TAILGATE LIFT ARMS ONLY
Claim Type:
R89910
Cause Code:
02
CSC Code:
XW
Main OP:
97627
Failed Part:
32136006

Operation Number
97627

Repair Description
Replace Tailgate Lift Arms (2)

Qty
1

Labor Time
0.4

***NEW CLAIM NEEDED***
EXTRA TIME TO REPLACE TAILGATE LIFT ARMS ONLY IF BENT
Requires submission of a Warranty TIE Case
Select from Dropdown – Concern Area Warranty
Include pictures of bent lift arms
Reference Warranty TIE Case number in this warranty claim
Claim Type:
Cause Code:
CSC Code:
Main OP:
Failed Part:
Operation Number
97628

2019-03-07

01
98
1C
97628
32136006
Repair Description
Controlled Dismantling of Bent Arms

Qty
1

Labor Time
0.3

Page 3 of 4

Quality Bulletin R89910
Special tools listed below may ONLY be claimed one time per dealer under claim type 01
• Claim type 01
• Customer Symptom code -- 1C -- Administrative
• Failure Code -- 98 -- Volvo Program
• Sublet Operation 08065 - R89910 LOCALLY SOURCED TOOLS
SPECIAL TOOLS
Felt Tape
Rope
Heavy Duty Tarp

Page 4 of 4

Qty
1
2
1

Part Number
1985620
1/2 inch x 30 foot
10MM 12 FT X 15 FT

Notes
Wurth Product
Locally Sourced
Locally Sourced

2019-03-07

Volvo Car Customer Service

QB Instruction R89910

Title
Action

Inspection and replacement of “drive units”, tailgate lift arms

Issue
1

Date
2019-01

Page:

1 (5)

Reason
First issue

Affected vehicles
Year
2018
2019

Model
XC60
XC60

Engine

Transmission

Steering

Materials
Materials
Spindle drive/lift arm

Qty.
2

Part number
32136006

Notes

Qty.
1
2
1

Part number
1985620
½ in x 30 ft
10mm 12ft x 15ft

Notes
Wurth product
Locally sourced
Locally sourced

Special tools
Felt tape
Rope
Heavy duty tarp

Use tape on the metal eyelets in the tarp to prevent paint damage.

Chassis number

QB Instruction

page 2 (5)

Please note that we have 3 different conditions, see attached pictures "Instruction
OK Not OK".

-Condition 1, replace the lifting arms according to VIDA VCC-370949-5.
-Condition 2, Adjust and fasten the outer tube according to attached document "Instruction". Then replace
the lifting arms according to VIDA, VCC-370949-5
-Condition 3, with a bent lifting arm(s) follow the attached "VIDEO". Cover the tailgate, open and close
the tailgate until the bent lifting arm(s) is broken. Replace the lifting arms according to VIDA, VCC370949-5.
NOTE: The video illustrate the use of shackles to secure the ropes to the handle. The method
should be done without shackles by tying the ropes around handle and securing with a double knot.
Use tape on the metal eyelets in the tarp to prevent paint damage.

QB Instruction