Service Campaign 953 Dealer Best Practice
Date: October 28, 2019
Attn: Dealer Principal/General Manager/Service Manager/Parts Manager
Subject: Service Campaign 953: ECM & Cluster Update (TSB #19-01-002H-4 supersedes TSB#19-01-002H-3) – UPDATED v13
Updates To This Document
•

Update: Reference updated TSB #19-01-002H-4 and to add 19MY Sonata, Santa Fe, Tucson, and Veloster
N vehicles.
•

Date
10/28/19

Please note: Wiring Signal Interference Inspection (Refer to pg. 21 on the TSB)

***IMPORTANT Retail Vehicles***
Dealers must perform this Campaign on all affected vehicles whenever an affected vehicle is in the shop for any maintenance
or repair.
Affected Vehicles

Hyundai has launched a Product Improvement Campaign to perform a knock sensor software update on applicable vehicles.
The affected vehicles include:
• Certain 2011-2014 MY Sonata (YF) vehicles with 2.0L Turbo and 2.4L engines
• Certain 2015-2019 MY Sonata (LF) vehicles with 2.0L Turbo and 2.4L engines
• Certain 2013-2018 MY Santa Fe Sport (AN) vehicles with 2.0L Turbo and 2.4L engines
• Certain 2019 MY Santa Fe (TM) vehicles with 2.0L Turbo and 2.4L engines
• Certain 2014-2015 MY Tucson (LM) vehicles with 2.4L engines
• Certain 2018-2019 MY Tucson (TL) vehicles with 2.4L engines
• Certain 2019 MY Veloster N vehicles with 2.0L Turbo engines
Hyundai is initiating this action to ensure the safety and quality of its vehicles and the continued satisfaction of Hyundai customers.

Description

Hyundai has developed a new engine monitoring technology called a Knock Sensor Detection System (KSDS). The technology uses
software innovations and leverages existing engine sensors to continuously monitor for symptoms that may precede an engine failure.
Watch this video to learn more.
The KSDS software continuously monitors engine vibrations for unusual patterns that develop as an engine connecting rod bearing
wears abnormally that could later cause engine seizure. If vibrations caused by bearing wear start to occur, the malfunction indicator
lamp will blink continuously, an audible chime will sound and the vehicle will be placed in a temporary engine protection mode with
reduced power and acceleration. At that time, Diagnostic Trouble Code (DTC) P132600 will be recorded in the ECM.
In addition, Hyundai will extend the warranty to 10 years and 120,000 miles (up from 100,000 miles) for original and subsequent owners
of the covered vehicles for engine repairs needed because of excessive connecting rod bearing damage.

Service Action
Reservation – Always check the Vehicle Information Screen in WebDCS for open campaigns and recalls, and
advise the customer on time requirements.
• As this is a high volume campaign, make sure to check your appointment reservation settings and verify customer
information. This will help reduce unplanned work and speed up the customer check in process.
• Make sure to review Blue Link alerts with DTC P132600 and reach out accordingly.
• Provide customer with transportation options such as SRC or alternative vehicle.

•

•
•

When a customer’s vehicle is eligible for 953, please explain: “Hyundai developed a new engine monitoring
technology that uses software innovations and existing engine sensors to continuously monitor for symptoms that
may precede an engine failure. Your vehicle is eligible for this product improvement campaign at no cost, may I add
it to your service order today?”
If the customer declines, please follow up: “We can schedule the procedure at a better time for you. When would
that be?”
For more detailed talk tracks, refer to the appendix section on page 8 (also available on the Engine Support Page
found on Hyundaidealer.com).

Readiness – Review this announcement and the accompanying FAQs with all Service and Parts staff including
Reservationist/BDC. Also, complete all applicable training, check your reservation capacity settings (you can set separate
capacities for every recall/campaign), confirm email addresses for campaign appointments, and that you have all necessary
tools, campaign parts and shop equipment as needed.
• This campaign can be completed quickly and does not require a hoist.
• Dealers should consider a workspace that offers the technicians the appropriate vehicle and Wi-Fi access that also
ensures high frequency completion rates.
• Prepare for unplanned work and make sure there is sufficient staff on the service drive to keep vehicles moving
through the shop.
Reception – Always check the Vehicle Information Screen in WebDCS for open campaigns and recalls, and print a
copy for technicians. Provide SRC or an alternative vehicle, as needed. If a customer has declined the campaign,
note this on the repair order and request the customer’s signature next to the statement.
• When a customer’s vehicle is eligible for 953, please explain: “Hyundai developed a new engine monitoring
technology that uses software innovations and existing engine sensors to continuously monitor for symptoms that
may precede an engine failure. Your vehicle is eligible for this product improvement campaign at no cost, may I add
it to your service order today?”
• If the customer declines, please follow up: “We can schedule the procedure at a better time for you. When would
that be?”
• For more detailed talk tracks, refer to the appendix section on page 8 (also available on the Engine Support Page
found on Hyundaidealer.com).
Repair – Always plug in the GDS before starting the repair. Make sure to complete an MPI on all vehicles and Quality
Control your work.
• Perform any open Recalls prior to performing Service Campaign 953.
• TSB #19-01-002H-4 (supersedes TSB#19-01-002H-3) provides vehicle service procedures, affected VIN production
range, and warranty claim information.
• Important: A Wire interference inspection was added to the service procedure starting on page 21 of TSB
#19-01-002H-4. Always check the latest TSB for the most up to date service procedures and follow
accordingly.
• Once you have completed the new wire interference inspection, please submit the claim for 953.
 If the Wire interference inspection result is ‘NOT OK’ follow the “Wire Harness Extension” procedure in
Campaign T3G (TSB 19-01-006H-4). You DO NOT have to open a new RO for Campaign T3G, please open a
new line on the existing RO and submit the claim for 953.
 If 953 was previously completed on the VIN and required an additional ECM update, HMA will support the
submission of an additional 953 claim even if it is no longer an open campaign on the VIN.
• Use Greeters, Porters and Service Consultants to bring vehicles to Technicians to make it easier for them to stay
working in the bay.
• Make sure to verify the in-vehicle service interval reminder is set after completing Service Campaign 953. Refer to
TSB#19-EM-002H and the Service Interval Reminder Dealer Best Practices in the appendix of this document on pg.
9 (also found on the Engine Support Page on HD.com) for instructions.
Return – Review all completed campaign and repairs to answer any customer questions. Also, schedule the customer’s
next service.
• It’s important to explain to each customer during the return step of the service process what happens with their
vehicle if abnormal engine bearing noise is detected. If the customer experiences a flashing MIL and restricted

performance, let them know they should return to the dealership to have the condition addressed by a subsequent
campaign (T3G) or available warranty. No diagnostic fee should be charged if the customer returns with a
check engine light on and describes engine protection mode.
• In the event DTC code P132600 is set after the campaign software update is performed, refer to TSB#
#19-01-006H-4 for campaign T3G to inspect the vehicle and install a wire harness extension or
replacement engine based on the inspection results.
• Please note: The DTC code may not set until vehicle is test driven through a normal drive cycle.
• Campaign T3G will not show as an open campaign in WebDCS and is for warranty claim submission
purposes.
• If the engine needs to be replaced, place the customer into a Service Rental Car (SRC) or alternate vehicle.
All SRC or Rental claims will be reimbursed regardless of PA’s decision to cover the engine replacement.
• For 2019MY vehicles that require an engine replacement, a reman must be used. If a reman is not
available, make sure to print out a screenshot of parts availability screen showing reman not available and
attach when submitting the claim.
Reconnect – Follow up for customer satisfaction.
• HMA have sent reminder communications to customers that have not had Campaign 953 completed. Please followup with your DPSM for the most current Campaign 953 Incomplete VIN list.

Parts

This campaign is a software update only. In the event any parts are needed, please proceed with ordering OE parts as outlined in the
corresponding TSB(s).

Customer Notification

Hyundai has notified 2011-2018 owners of the vehicles described above and strongly encourage them to return their vehicles to their Hyundai
dealers for the service procedure as soon as possible. 2019 model year owners of the vehicles described above is tentatively scheduled for
early November, 2019.
Thank you for your prompt attention to this important matter and continued commitment to Hyundai customers.

Hyundai Motor America

Engine Software Update Product Improvement Campaign Q&A
Q: What is this Product Improvement Campaign?
A: Hyundai has recently developed a new engine monitoring technology called a knock sensor detection system as an added layer of
protection from engine damage. The technology uses software innovations and leverages existing engine sensors to continuously
monitor for symptoms that may precede an engine failure. The software update is being performed by Hyundai dealers free of charge
to customers as part of a Product Improvement Campaign.
In addition, Hyundai will extended the warranty to 10 years and 120,000 miles (up from 100,000 miles) for original and subsequent
owners of the covered vehicles for engine repairs needed because of excessive connecting rod bearing damage. This extended
warranty will be automatically applied to the covered vehicles.
Q: What vehicles are covered by this Product Improvement Campaign?
A: This Product Improvement Campaign covers:
• Certain 2011-2014 MY Sonata (YF) vehicles with 2.0L Turbo and 2.4L engines
• Certain 2015-2019 MY Sonata (LF) vehicles with 2.0L Turbo and 2.4L engines
• Certain 2013-2018 MY Santa Fe Sport (AN) vehicles with 2.0L Turbo and 2.4L engines
• Certain 2019 MY Santa Fe (TM) vehicles with 2.0L Turbo and 2.4L engines
• Certain 2014-2015 MY Tucson (LM) vehicles with 2.4L engines
• Certain 2018-2019 MY Tucson (TL) vehicles with 2.4L engines
• Certain 2019 MY Veloster N vehicles with 2.0L Turbo engines
Q: Why is Hyundai conducting this product improvement campaign?
A: Hyundai is conducting this product improvement campaign to ensure the satisfaction of its customers and provide additional
warranty protection. The knock sensor detection system being installed is able to alert customers at an early stage of bearing wear
before the occurrence of severe engine damage. This will allow customers to get their vehicle to a Hyundai dealer for repair.
Q: Do I need the Product Improvement Campaign performed on my vehicle?
A: Hyundai strongly encourages customers bring their vehicles in to their Hyundai dealer for the free software update as soon as
possible. The software is designed to alert the vehicle driver at an early stage of bearing wear before the occurrence of severe engine
damage, including engine failure, and enable the customer to safely drive their vehicle to a Hyundai dealer for inspection and repair.
Q: How long will it take for the software update?
A: The software installation should take less than one hour. However, it is always suggested that customers contact their local
Hyundai dealer to schedule a service appointment. The dealer can advise on the actual time needed for the procedure.
Q: What will happen if the knock sensor detects Bearing Wear?
A: If excessive bearing wear is detected after the knock sensor detection system software update has been completed, the following will
occur:
1. The Malfunction Indicator Lamp (MIL) will blink continuously, an audible chime will sound and the vehicle will be
placed in a temporary engine protection mode with reduced power and acceleration.
Malfunction Indicator Lamp (MIL)

2. The vehicle can continue to be operated for a limited time in Engine Protection Mode to permit the customer to
drive the vehicle to a safe location, but it will accelerate slowly and have a reduced maximum speed. Engine
RPMs will be limited to approximately 1800-2000 RPM. This means the maximum vehicle speed will be limited to
approximately 65 mph or less depending on vehicle loading and road conditions.
Q: If the knock sensor is activated and bearing wear is identified, what is the repair that will take place?
A: Hyundai dealers will inspect, and if necessary, replace the engine.

Q: Will other Hyundai vehicles get this update?
A: Hyundai is currently evaluating the deployment of the knock sensor detection system in additional vehicles and model years as part
of ongoing technology and software innovations.
Q: When will owners be notified?
A: Owners of 2011-2018 models on the affected vehicles list have been notified. Customers can contact their Hyundai dealer to
schedule an appointment or visit www.HyundaiUSA.com/campaignhome. Notifications to owners of 2019 models on the affected
vehicles list is tentatively scheduled for early November, 2019.
Q: What if I have already paid for related engine repairs?
A: Hyundai has a Reimbursement Program in place if you previously had any repairs or expenses related to this Product Improvement
Campaign. Submit a request for reimbursement online at www.HyundaiUSA.com/campaignhome.

2011-2014 Sonata and 2013-2014 Santa Fe Sport Only
Additional Q&A
Q: What is the difference between the previous engine recalls and this Product Improvement Campaign?
A: Hyundai previously recalled certain 2011-2014 Sonata and 2013-2014 Santa Fe Sport vehicles equipped with 2.0 liter and 2.4 liter
gasoline direct injection engines to inspect, and if necessary, replace the engine assembly.
In addition, Hyundai has recently developed a new engine monitoring technology called a knock sensor detection system as an added
layer of protection from engine damage. The technology uses software innovations and leverages existing engine sensors to
continuously monitor for symptoms that may precede an engine failure. The software update is being added to vehicles beyond the
recalled population as a preventive measure, and is being performed free of charge by Hyundai dealers to customers as part of the
Product Improvement Campaign.
.

Key Contact Information
Contact Information

Dealer Support

Description

Parts

[email protected]
1-800-545-4515

Parts ordering hotline

Techline

1‐800‐325‐6604

Warranty HELPREP Line

1‐877‐446‐2922

Vehicle Technical Support for Hyundai Dealer
Technicians
Warranty Claim questions for Hyundai Dealers

Warranty Prior Approval (PA) Center

1‐844-371-3808

Warranty Prior Approval (PA) Center for Hyundai Dealers

Xtime Technical Support

[email protected]
1‐866‐984‐6355

Assistance with Car Care Scheduling:
• Appointment / Shop Capacity Management /
Campaign Integration / Operation Codes

AutoLoop Technical Support

[email protected]
1-877-850-2010

CDK Technical Support

https://serviceconnect.support.cdk.com/

Assistance with Car Care Scheduling:
• Appointment / Shop Capacity Management /
Campaign Integration / Operation Codes
Assistance with Car Care Scheduling:
• Appointment / Shop Capacity Management /
Campaign Integration / Operation Codes

Customer Support

Contact Information

Description

Hyundai Customer Care Center
(Recall /Campaign Questions)

1‐855‐671‐3059

Customer questions or concerns related to recall or
service campaigns

Hyundai Recall / Campaign
Website
Hyundai Customer Care Center
(General Questions)

www.hyundaiusa.com/recall

Updated information related to the specific recall or
service campaign
Customers general questions, non‐campaign
related

Hyundai Roadside Assistance

1-800-243-7766

1‐800‐633‐5151

Hyundai Roadside Assistance

Key Reference Information
Name
Campaign Central
Car Care Scheduling (Xtime) - Tutorials
Car Care Scheduling (Xtime) - Recall Appointment
Notification

Parts – Campaign Parts Management (CPM)
Procedure

Source
Consolidated repository of recall and service campaign dealer best practices.
Located on the service tab homepage in www.HyundaiDealer.com
www.HyundaiDealer.com > Service > Dealer Resources > Documents Library >
Car Care Scheduling
1. Log into Xtime
2. Under the menu at the top left, select ‘CONFIGURE’
3. Under the dealership tab, click “EMAIL COMMUNICATION”
4. Slide the toggle to “ADVANCED”
5. Populate as many e-mails as desired in the “PARTS DESK EMAIL FIELD”
As applicable; www.HyundaiDealer.com > Parts > Documents Library >
Campaign Parts Management

Service Rental Car (SRC) Program

www.HyundaiDealer.com > Service tab > SRC Fleet Mgmt Software

Technical Service Bulletin (TSB)
Uncompleted Campaign VIN Listing

www.HyundaiDealer.com > Service tab > Hyundai Tech Info
A listing of vehicles is located on WEBDCS> SERVICE tab> select
UNCOMPLETED CAMPAIGN VIN LISTING

– Dealer Stock (New, SRC, CPO, etc.) and Retailed.
Recall Campaign Website
NHTSA Website

www.hyundaiusa.com/recall
www.safercar.gov

Appendix
Updates To Previous Versions of this Document
•

Update: Reference to updated TSB #19-01-002H-3 and updates the Engine ECM software on 11-14MY
Sonata and 13-14MY Santa Fe Sport.
•

Date
10/3/19

Added Service Procedure: Wiring Signal Interference Inspection (Refer to pg. 19 on TSB)

Update: Reference to updated TSB #19-01-002H-2 and updates the ECM software on 15-18MY Sonata, 1318MY Santa Fe Sport, 14-15MY and 18MY Tucson.
Update: Clarified SRC information in the “Return Process”.

09/26/19

•

Update: Added Extended Warranty Coverage to description, details to Service Actions and updated FAQs.
“Limp Home Mode” is now referred to as “Engine Protection Mode”. Updated TSB reference for Campaign
953 and T3G.

02/15/19

•

Update: Added verbiage to include “Contact Warranty Prior Approval (PA)” if DTC Code P132600 is set and
Campaign T3G is not applicable. Updated template.

01/17/19

•

16-18MY Sonata, 16-18MY Santa Fe Sport, 14-15MY and 18MY Tucson vehicles added to Service
Campaign 953. Updated TSB#19-01-002 supersedes TSB#18-01-027-2.

01/10/19

•

2011-2014 Sonata and 2013-2014 Santa Fe Sport only: In the event DTC code P132600 is set after Service
Campaign 953 is performed: Down vehicle and provide SRC.

12/17/18

•

Update: 2015 Santa Fe Sport vehicles repair process outlined for each model and model year in the event
DTC code P132600 is set after Service Campaign 953 is performed

12/12/18

•
•

2011-2014 Sonata and 2013- 2014 Santa Fe Sport vehicles added to Service Campaign 953.
Repair process outlined for each model and model year in the event DTC code P132600 is set after Service
Campaign 953 is performed

12/07/18

•

2015 Santa Fe Sport vehicles added to Service Campaign 953.

11/08/18

•

2015 Sonata only: In the event DTC code P132600 is set after Service Campaign 953 is performed, refer to
TSB #18-01-032 (campaign T3G) for the service procedure and Special Service Tools information.

10/17/18

•

2015 Sonata only: Initial communication to dealers.

08/09/18

•
•

03/15/19

Appendix

Service Consultant Talk Tracks for Campaign 953
You are eligible for a new Product Improvement campaign!
“Hyundai has developed new engine monitoring technology that uses software innovations and
existing sensors to proactively monitor engine performance. If an abnormality is detected, the vehicle
is put into “engine protection mode” to prevent further engine wear. This software update is available
free of charge as part of a Product Improvement Campaign, and only takes about 30 minutes to
complete. Can I add that to your service order today?” (If not, when would be a good time to schedule
this update?)
I received a letter in the mail, what is Service Campaign 953?
“Hyundai has developed innovative new software that utilizes an existing engine sensor to detect
abnormal engine performance. If detected, the vehicle is put into an “engine protection mode” to
prevent further engine wear. Service Campaign 953 will apply this software update to qualified
Sonata, Santa Fe Sport, and Tucson vehicles free of charge to customers as part of a Product
Improvement Campaign.”
What happens if my vehicle goes into “Engine Protection Mode”?
“The newly updated software continuously monitors the engine for vibration patterns that could
indicate unusual parts wear. In the rare instance that this occurs, the check engine light will illuminate,
an audible chime will sound, and the vehicle will be placed into a temporary “engine protection mode.”
This “engine protection mode” limits vehicle speed to 65 mph or less depending on vehicle load and
road conditions. This is still sufficient to drive to the nearest Hyundai dealer for diagnosis.
Alternatively, if your vehicle is less than 5 years old, you can call Hyundai Roadside Assistance at 1800-243-7766.”
What should I expect when I bring my vehicle in with “Engine Protection Mode”?
“If your vehicle goes into “Engine Protection Mode,” the dealership will diagnose the check engine
light under warranty. If the diagnosis requires an engine replacement, a Service Rental Car (SRC) or
alternative transportation will be provided to you at no cost.”
I already had an engine recall performed on my vehicle, do I still need this?
“Hyundai strongly encourages customers to bring their vehicles in to the dealer for the free software
upgrade. Hyundai previously recalled certain 2011-2014 Sonata and 2013-2014 Santa Fe Sport
vehicles to inspect, and if necessary, replace the engine. Hyundai developed this new software
update as an added layer of protection to deliver an early warning to the driver.”

Appendix

Service Interval Reminder Best Practice Guide
What is the Service Interval Reminder?

It is a reminder that informs the customer of an upcoming service due. Three of the most common reminders that you will see are:
• Instrument cluster and touch screen navigation display programmed mileage and time intervals (A)
• BlueLink Alert (B)
• Maintenance Sticker (C)

(A)

(B)

(C)

Click here to see a short video on how to set the service interval light in the new Hyundai Palisade
How to Reset the Service Interval Reminder
Instrument Cluster
1. Press on mode button from the steering wheel
2. Scroll to service interval section
3. Click on “reset”
4. When prompted “Reset time and distance”, click on yes
5. Verify mileage and months have been updated

Step 1

Step 2

Step 3

Step 4

Touch Screen Navigation – Vehicle Settings Menu
1. Press the Setup button on the control panel and then select Vehicle settings on the screen
2. Follow the touch screen menu and navigate to the following items
3. Cluster > Service Interval > Enable Service Interval > Enter Interval Distance/Time

Blue Link Alert
1. Reset Maintenance Alerts (TSB 17-BE003-1)
2. Go to HD.com>WebDCS> Service>Vehicle Information Screen
3. Enter the VIN and Click Search
4. Scroll down to Blue Link Information> Maintenance Alert and click Reset

Maintenance sticker
5. Remove old sticker
6. Replace new sticker with new mileage and return date

6/1/2019

(Old)

7500

12/1/2019

(New)

Make sure the date
and mileage match
what is set for the
customer’s Blue Link
maintenance alerts
15,000

Service Action
Reception
• The Service Consultant should reset the customers Blue Link Maintenance Alert on the VIS screen when
writing up the repair order. This saves time since the Service Consultant is already in the VIS screen
checking for open campaigns and service history.
• Optional Best Practices for Service Consultants:
o Fill out the maintenance sticker to match the Blue Link Maintenance Alert that has now been
reset.
o When placing the hang tag in the vehicle, place the new maintenance sticker in the window and
reset the service interval light in the instrument cluster prior to the vehicle going into the shop for
a lube and filter change. This will ensure that all maintenance reminders are aligned and will save
time by completing it all at once.
Repair
• Always plug in the GDS before starting the repair.
• Confirm that the service intervals are reset on the vehicle even if the time or miles have not expired, and that they
match the new maintenance sticker.
• Make sure to complete an MPI on all vehicles and Quality Control your work.
Return
• Schedule the customer’s next appointment to align with all three Service Interval Reminders based on this visit’s
day of week and time of day.
• Inform the customer that they will get an email reminder prior to service and can reschedule as needed.
• This will help ensure the customer will bring in their vehicle and improve customer trust with unexpected alerts
turning on.
Reconnect – Follow up on Blue Link DTC and Maintenance alerts, to bring your customers in for service.

Pre-Delivery Inspection – Enabling the Service Interval Reminder
•

Technicians should always set the service interval reminder on every vehicle based on the vehicles maintenance schedule
when performing the pre-delivery inspection

Instrument Cluster
1. Press the mode button on the steering wheel and navigate to User Settings on the instrument cluster
2. Select Service Interval
3. Select Enable Service Interval and make sure box is checked
4. Select Adjust Interval and set miles and months
5. Select “Yes” when “Save?” is prompted prior to exiting the setting menu

Touch Screen Navigation – Vehicle Settings Menu
1. Press the Setup button on the control panel and then select Vehicle settings on the screen
2. Follow the touch screen menu and navigate to the following items
3. Cluster > Service Interval > Enable Service Interval > Enter Interval Distance/Time

Additional Resources
•

For more information on Blue Link DTC and Maintenance Alerts go to HD.com>Service tab>Blue Link>Resources>Guides
& Reference

•

For additional resources on Maintenance Schedules for each vehicle and model year, go to HD.com>Service Tab>Documents
Library> Quick Reference Guide and click on any of the Model Year QRGs