M1498

2019-10-18

M1498: 2020 MODELS WITH H-D CONNECT OR RDRS - INITIAL CARE PROGRAM
Required Dealer Action

Reason for Revision

Contact Information

Refer to Table 1.

U.S. Market
Table 1. Document History

Call for assistance and approval. This phone line allows direct
access for technical support, diagnostic assistance and warranty
pre-approval decisions. Select Initial Care prompt for the specific
vehicle feature requiring repair.

Date
Revision Description
2019-08-19 Initial release
Duration date
2019-10-18
* Updated Duration of Program

Phone: 800-664-7762

Purpose for Service Bulletin

All Other Markets

The purpose of this program is to monitor Harley-Davidson
quality delivered to the customers. Harley-Davidson Technical
Service is providing an Initial Care Program for vehicles
equipped with H-D Connect or RDRS (Reflex Defensive Rider
Systems).

Call the local Harley-Davidson Technical Support representative
for assistance and approval.

Harley-Davidson is asking dealers to provide information on
the parts listed in Table 2 to Technical Service within 24 h of a
customer concern. The goal is to provide a rapid resolution that
will enable service to have the customer back on the road within
72 h.

Duration of Program
Motorcycles Affected
2020 Touring, CVO Touring, Touring Police, Trike and LiveWire
models equipped with H-D Connect or RDRS.

Part Numbers
Refer to Table 2.

42300119

• Problem condition, diagnostics procedures performed and
the test results

• Emergency weekend or holiday repairs should be completed
only if customer satisfaction is at stake. This will require
contacting the Technical Service Initial Care Team on the
next business day for review and authorization.

• Pre-authorization is required for all repairs on components
and systems listed in Table 2.

Table 2. Part Numbers

41100104A

• Vehicle mileage

• Pre-authorization from the Technical Service Initial Care
Team is required for all warranty repairs of components listed
in Table 2. Decisions concerning repair versus replacement
or requests for further diagnostic labor time are determined
by Technical Service Representatives.

All markets are affected.

41000721

• VIN (Vehicle Identification Number)

Key Program Components

Markets Affected

41000645

Be prepared with the following information:

• Other pertinent information, such as vehicle maintenance
or repair history, vehicle condition, detail of any modifications

August 20, 2019 through October 18, 2019

Part No.

Information Required

Item Description
TCU (Telematic Control Unit)
(DOM/CAN/CA)
TCU (HDI)
ABS (Anti-lock Braking System)
Control Unit
TPMS (Tire Pressure Monitoring System)
Sensor

• If the failure is warrantable, an authorization number will be
provided and the part will be ordered by Technical Services.
During the initial care period, Technical Service may instruct
you to take unique steps to expedite component return for
failure analysis.
• When filing the warranty claim, enter the authorization
number in the authorization field of the claim.

NOTE
In the interest of preserving customer safety and satisfaction, always check for outstanding recalls whenever any motorcycle is brought into your dealership for either maintenance or service.
ROUTING

INITIAL HERE

SERVICE
MANAGER

SALES MANAGER PARTS MANAGER

WARRANTY
PROCESS
MANAGER

LEAD TECHNICIAN TECHNICIAN NO. 1 TECHNICIAN NO. 2 TECHNICIAN NO. 3 RETURN THIS TO