April 2020
Dealer Service Instructions for:

Customer Satisfaction Notification W11
Radio Connected Services

Remedy Available
2020

(BV) Jeep Renegade

NOTE: This campaign applies only to the above vehicles equipped with Telematic
Box Module (TBM) (Sales Code RDG) and VP2 Refresh 7 radio (Sales Code
UAG).
NOTE: Some vehicles above may have been identified as not involved in this
campaign and therefore have been excluded from this campaign.
IMPORTANT: Some of the involved vehicles may be in dealer new vehicle
inventory. Dealers should also consider this requirement to apply to used vehicle
inventory and should perform this campaign on vehicles in for service. Involved
vehicles can be determined by using the VIP inquiry process.

 Copyright 2020, FCA US LLC, All Rights Reserved

(djt)

Customer Satisfaction Notification
W11 - Radio Connected Services

Page 2

Subject
The radio connected services including mobile app services may be inoperative on
about 4,900 of the above vehicles. SOS icon does not appear in Apps section of
the radio. All connected services are not enabled. Examples of connected services
could include the "Send N Go" feature and the "Search N Go" feature. Remote
operations from the Uconnect app, are inoperative: Door Lock, Door Unlock,
Remote Start, Remote Start Cancel.

Repair
All involved vehicles must have the radio inspected to determine if Connected
Services are enabled. If not enabled, a “Restore Vehicle Configuration” and a
“Proxi Configuration Alignment” procedure must be performed to enable
Connected Services.

Parts Information
No parts are required to perform this service procedure.

Special Tools
The following special tools are required to perform this repair:
 NPN

wiTECH MicroPod II

 NPN

Laptop Computer

 NPN

wiTECH Software

Customer Satisfaction Notification
W11 - Radio Connected Services

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Inspection Procedure
Inspect if Connected Services are Enabled
1. Place the ignition switch in the run position.

2. Turn on the radio.

3. On the center console radio screen, select the Apps page by pressing "Apps"
selection at the bottom of the screen. (Figure 1)

4. Is the "SOS" icon present? (Figure 1)
 YES: Connected Services are enabled. No further action is required.
 NO: Perform the Repair Procedure in order to enable Connected Services.

“APPS” PAGE SELECTION

“SOS” ICON

Figure 1 – Connected Services Enabled

Customer Satisfaction Notification
W11 - Radio Connected Services

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Service Procedure
Enable Connected Services:
NOTE: The wiTECH scan tool must be used to perform this Customer
Satisfaction Notice. The wiTECH software is required to be at the latest
release level before performing this procedure.
1. Open the hood. Install a battery charger and verify that the charging rate
provides 13.0 to 13.5 volts. Do not allow the charger to time out during the
configuration process. Set the battery charger timer (if so equipped) to
continuous charge.
NOTE: Use an accurate stand-alone voltmeter. The battery charger volt
meter may not be sufficiently accurate. If voltage reading is too high,
apply an electrical load by activating the park or headlamps and/or HVAC
blower motor to lower the voltage.
2. Connect the wiTECH micro pod II to the vehicle data link connector located
under the steering column.
3. Place the ignition in the “RUN” position.
4. Open the wiTECH 2.0 website.
5. Enter your “User id” and “Password” and your “Dealer Code”, then select
“Sign in” at the bottom of the screen. Click “Accept”.
6. From the “Vehicle Selection” screen, select the vehicle to be updated.
7. From the Left Margin Drop Down Menu, under “Activities” select “Guided
Diagnostics”.
8. Select “Restore Vehicle Configuration” then follow on-screen prompts to
complete the vehicle configuration.
9. Cycle the ignition “OFF” then “ON” again.

Customer Satisfaction Notification
W11 - Radio Connected Services

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Service Procedure [Continued]
10. From the Left Margin Drop Down Menu, under “Activities” select “Guided
Diagnostics”.
11. Select “Proxi Configuration Alignment” then follow on-screen prompts to
complete the proxi configuration alignment.
12. Cycle the ignition to the “OFF” position.
13. Disconnect the wiTECH micro pod II device from the vehicle.
14. Open/close the vehicle door then wait one minute for the Controller Area
Network (CAN) data bus to go to sleep.
15. Connect the wiTECH micro pod II to the vehicle data link connector.
16. Place ignition in the “RUN” position.
17. From the Left Margin Drop Down Menu, under “Activities” select “Guided
Diagnostics”.
18. Select “Reset ECU” then select “ETM” then follow on-screen prompts. After
the ETM reset completes, the Connected Services apps should now appear
19. From the “Action Items” screen, click “All DTCs”, select “Clear All DTCs”,
click “Continue” and then click “Close”.
20. If DTCs are still stored, cycle the ignition OFF/ON then clear DTCs again.
21. On the center console radio screen, select the Apps page by pressing "Apps"
selection at the bottom of the screen.
22. Verify that the "SOS" icon is now present (Figure 1).
NOTE: If "SOS" icon is not present, repeat the Service Procedure.

Customer Satisfaction Notification
W11 - Radio Connected Services

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Service Procedure [Continued]
23. Turn the ignition to the “OFF” position and remove the wiTECH micro pod II
from the vehicle data link connector.
24. Remove the battery charger from the vehicle and then close the hood.
25. Return the vehicle to the customer.

Customer Satisfaction Notification
W11 - Radio Connected Services

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Completion Reporting and Reimbursement
Claims for vehicles that have been serviced must be submitted on the
DealerCONNECT Claim Entry Screen located on the Service tab. Claims paid
will be used by FCA to record Customer Satisfaction Notification service
completions and provide dealer payments.
Use one of the following labor operation numbers and time allowances:
Labor Operation
Number

Time
Allowance

Inspect Radio for "SOS" icon.

18-W1-11-81

0.2 hours

Inspect Radio for "SOS" icon, perform
Restore Vehicle Configuration and
Proxi Configuration Alignment

18-W1-11-82

0.3 hours

NOTE: See the Warranty Administration Manual, Recall Claim Processing
Section, for complete claim processing instructions.

Dealer Notification
To view this notification on DealerCONNECT, select “Global Recall System” on
the Service tab, then click on the description of this notification.

Owner Notification and Service Scheduling
All involved vehicle owners known to FCA are being notified of the service
requirement by mail. They are requested to schedule appointments for this service
with their dealers. A generic copy of the owner letter is attached.

Customer Satisfaction Notification
W11 - Radio Connected Services

Page 8

Vehicle Lists, Global Recall System, VIP and Dealer Follow Up
All involved vehicles have been entered into the DealerCONNECT Global Recall
System (GRS) and Vehicle Information Plus (VIP) for dealer inquiry as needed.
GRS provides involved dealers with an updated VIN list of their incomplete
vehicles. The owner’s name, address and phone number are listed if known.
Completed vehicles are removed from GRS within several days of repair claim
submission.
To use this system, click on the “Service” tab and then click on “Global Recall
System.” Your dealer’s VIN list for each recall displayed can be sorted by: those
vehicles that were unsold at campaign launch, those with a phone number, city, zip
code, or VIN sequence.
Dealers should perform this repair on all unsold vehicles before retail
delivery. Dealers should also use the VIN list to follow up with all owners to
schedule appointments for this repair.
VIN lists may contain confidential, restricted owner name and address information that was
obtained from the Department of Motor Vehicles of various states. Use of this information is
permitted for this notification only and is strictly prohibited from all other use.

Additional Information
If you have any questions or need assistance in completing this action, please
contact your Service and Parts District Manager.
Customer Service / Field Operations
FCA US LLC

This notice applies to your vehicle,

CUSTOMER SATISFACTION NOTIFICATION
Radio Connected Services

[Model Year and Model]
VIN XXXXXXXXXXXXXXXXX

W11

LOGO

VEHICLE PICTURE

YOUR SCHEDULING OPTIONS
1. RECOMMENDED OPTION
Call your authorized Chrysler /
Dodge / Jeep® / RAM Dealership
2. Call the FCA Recall Assistance
Center at 1-800-853-1403. An
agent
can
confirm
part
availability and help schedule an
appointment
3. Visit recalls.mopar.com, scan the
QR code below, or download the
Mopar Owner’s Companion App.

QR Code

Get access to recall notifications,
locate your nearest dealer, and more
through this website or Mopar
Owner’s Companion App. You will be
asked to provide your Vehicle
Identification Number (VIN) to
protect and verify your identity.
DEALERSHIP INSTRUCTIONS
Please reference CSN W11.

Dear [Name],
At FCA US LLC, we recognize that the success of our business depends on the satisfaction of
our customers. We are constantly monitoring the quality of our products and looking for
opportunities to improve our vehicles even after they are sold. Because your long-term
satisfaction is important to us, we are contacting you on important improvements we would
like to make to your vehicle [1]. This will be done at no charge to you.
We are recommending improvements be performed on the Telematic Box Module (TBM) and
Radio on certain [2020 Model Year (BV) Jeep® Renegade] vehicles.
WHY DOES MY VEHICLE NEED REPAIRS?
The radio connected services, including mobile App services, on your vehicle may not be
operative and the SOS icon does not appear in the Apps section of the radio. Examples of
connected services could include the "Send N Go" feature and the "Search N Go" feature.
Remote operations from the Uconnect app, are inoperative: Door Lock, Door Unlock, Remote
Start, Remote Start Cancel.
HOW DO I RESOLVE THIS CUSTOMER SATISFACTION NOTIFICATION?
FCA US will repair your vehicle free of charge (parts and labor). To do this, your dealer
will inspect the radio to determine if Connected Services are enabled. If not enabled, a
“Restore Vehicle Configuration” and a “Proxi Configuration Alignment” procedure must be
performed to enable Connected Services. The estimated repair time is thirty minutes. In
addition, your dealer will require your vehicle for proper check-in, preparation, and check-out
during your visit, which may require more time. Your time is important to us, so
we recommend that you schedule a service appointment to minimize your inconvenience.
Please bring this letter with you to your dealership.
TO SCHEDULE YOUR FREE REPAIR,
CALL YOUR CHRYSLER, DODGE, JEEP OR RAM DEALER TODAY
WHAT IF I ALREADY PAID TO HAVE THIS REPAIR COMPLETED?
If you have already experienced this specific condition and have paid to have it repaired, you
may visit www.fcarecallreimbursement.com to submit your reimbursement request online. [2]
Once we receive and verify the required documents, reimbursement will be sent to you within
60 days. If you have had previous repairs performed and/or already received reimbursement,
you may still need to have the repair performed.
We apologize for any inconvenience, but are sincerely concerned about your satisfaction.
Thank you for your attention to this important matter.
Customer Assistance/Field Operations
FCA US LLC

Mr. Mrs. Customer
1234 Main Street
Hometown, MI 48371

[1] If you no longer own this vehicle, please help us update our records. Call the FCA Recall Assistance Center at 1-800-853-1403 to update your information.
[2] You can also mail in your original receipts and proof of payment to the following address for reimbursement consideration: FCA Customer Assistance, P.O. Box 218004, Auburn Hills, MI 48321-8007, Attention: Recall Reimbursement.