Service Campaign 960 Dealer Best Practice
Date: May 1, 2020
Attn: Dealer Principal/General Manager/Service Manager/Parts Manager
Subject: Service Campaign 960: MULTI-ECU UPDATE – HIGH VOLTAGE MONITIORING LOGIC (TSB #20-01-018H) – v1
Updates To This Document
•

Initial Communications

Date
5/1/20

*** Dealer Stock and Retail Vehicles ***
Dealers must perform this Service Campaign on all affected vehicles prior to customer retail delivery and whenever an affected
vehicle is in the shop for any maintenance or repair.
Affected Vehicles

Hyundai is conducting a Service Campaign related to a Multi-ECU Update of selected systems for high voltage battery monitoring logic.
The affected vehicles include:
• 2019MY-2020MY Kona Electric (OS EV)
Hyundai is initiating this action to ensure the quality of its vehicles and the continued satisfaction of Hyundai customers.

Description

This service campaign provides instructions to perform a High Voltage Battery inspection and perform a Multi-ECU Update.
For vehicles with more than 22,500 miles, assume a "PASS" result and proceed to perform a Multi-ECU Update of the following systems
below to update the high voltage battery monitoring logic.
For vehicles less than 22,500 miles, please refer to the following for a "PASS" or "NO PASS" result.
• If the result of the battery inspection is “NO PASS”, this campaign cannot currently be completed. Perform TSB# 20-EE-001H
and then return to complete the Multi-ECU Update of the below four (4) systems once the battery has been replaced.
• If the result of the battery inspection is “PASS”, proceed to perform a Multi-ECU Update of the following systems to update the
high voltage battery monitoring logic:
• BMS (Battery Management System)
• IGPM (Integrated Gateway Power Module)
• MCU (Motor Control Unit)
• VCULDC (Vehicle Control Unit & Low DC-DC Converter)

Service Action

Reservation – Always check the Vehicle Information Screen in WebDCS for open campaigns and recalls, and
advise the customer on time requirements.

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.
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.

Repair – Always plug in the GDS before starting the repair. Make sure to complete an MPI on all vehicles and Quality
Control your work.
• Make sure to review the warnings prior to performing the campaign.
 The 12v battery voltage check is critical for this Multi- ECU update as it will draw down the 12v battery for 40 minutes
at ignition on.
 Stock vehicles are prone to low batttery condition, so it is best to operate a stock vehicle at ready on for 20 minutes
prior to starting the Multi- ECU update.
 This will ensure 12v battery will be charged to an adequate level, preventing potential update failure or controller
damage.
Return – Review all completed campaigns and repairs to answer any customer questions. Also, schedule the customer’s
next service.
Reconnect – Follow up for customer satisfaction.

Parts

No additional parts are required to perform this campaign.

Customer Notification

Hyundai will notify owners of the vehicles described above in June 2020 and strongly encourage them to return their vehicles to their Hyundai
dealers for the service procedure as soon as possible.
Thank you for your prompt attention to this important matter and continued commitment to Hyundai customers.

Hyundai Motor America

Key Contact Information
Dealer Support

Contact Information

Description

Parts

[email protected] Parts ordering hotline
m

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]

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

1‐866‐984‐6355
AutoLoop Technical Support

[email protected]
1-877-850-2010

CDK Technical Support

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

Customer Support

Contact Information

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

1‐855‐671‐3059

Hyundai Roadside Assistance

1-800-243-7766

www.hyundaiusa.com/recall
1‐800‐633‐5151

Description

Customer questions or concerns related to recall or
service campaigns
Updated information related to the specific recall or
service campaign
Customers general questions, non‐campaign
related
Hyundai Roadside Assistance

Key Reference Information
Campaign Central

Name

Car Care Scheduling (Xtime) - Tutorials
Car Care Scheduling (Xtime) - Recall Appointment
Notification

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”

Parts – Campaign Parts Management (CPM)
Procedure
Service Rental Car (SRC) Program

As applicable; www.HyundaiDealer.com > Parts > Documents Library >
Campaign Parts Management
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

Recall Campaign Website
NHTSA Website

– Dealer Stock (New, SRC, CPO, etc.) and Retailed.
www.hyundaiusa.com/recall
www.safercar.gov

UNCOMPLETED CAMPAIGN VIN LISTING