May 2020
Dealer Service Instructions for:

Customer Satisfaction Notification W21
Serpentine Belt Tensioner
Remedy Available
2020
2020

(JL) Jeep Wrangler
(DT) Ram 1500 Pickup

NOTE: This campaign applies only to the above vehicles equipped with a 3.6L
Etorque engine (Sales Code ERG).
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.

Subject
The Motor-Generator Unit (MGU) belt tensioner on about 747 of the above
vehicles may have been manufactured with a bent spring support washer. This
condition will cause insufficient tension to the serpentine belt and a belt squeal
coming from the engine compartment. The Malfunction Indicator Lamp (MIL)
may also illuminate. Over time, this condition may cause the 12v and the 48v
batteries to lose their charge.
 Copyright 2020, FCA US LLC, All Rights Reserved(kka)

Customer Satisfaction Notification W21 – Serpentine Belt Tensioner Page 2

Repair
Inspect the belt tensioner date code. If date code is 15.08.19 replace the hydraulic
tensioner.

Parts Information
Part Number

Description

CCALW211AA

Part Package

Each package contains the following component:
Quantity
1

Description
Tensioner, Serpentine Belt

Parts Return

No parts return required for this campaign.

Special Tools

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

wiTECH micro pod II

 NPN

Laptop Computer

 NPN

wiTECH Software

Customer Satisfaction Notification W21 – Serpentine Belt Tensioner Page 3

Service Procedure
A. Inspect Hydraulic Belt Tensioner for Date Code
 For Jeep Wrangler models, continue to Section B.
 For Ram 1500 models, continue to Section C.

Customer Satisfaction Notification W21 – Serpentine Belt Tensioner Page 4

Service Procedure [Continued]
B. Inspect Date Code: Jeep Wrangler Models
1. Open the hood.
2. Disconnect the Intelligent Battery Sensor (IBS) wire harness connector on the
negative battery cable (Figure 1).
3. Remove the ground terminal nut and remove the negative battery cable eyelet
from the IBS (Figure 1).
4. Disconnect the air temperature sensor electrical connector (Figure 1).

FASTENER
BATTERY
GROUND
CABLE

IBS

MAKE-UP AIR
HOSE

HOSE CLAMP

AIR CLEANER
HOUSING
ASSEMBLY

RESONATOR
FASTENERS

COOLANT
BOTTLE
INLET HOSE
RETAINER

AIR TEMPERATURE
SENSOR CONNECTOR

Figure 1 – Jeep Wrangler Engine Compartment

5. Loosen the resonator hose clamp at the Throttle Body (Figure 1).
6. Using a trim tool disconnect the coolant bottle inlet hose retainer from the
resonator (Figure 1).
7. Press down on the make-up air hose release tab and disconnect the hose from
the resonator (Figure 1).
8. Remove the 2 fasteners at the resonator (Figure 1).

Customer Satisfaction Notification W21 – Serpentine Belt Tensioner Page 5

Service Procedure [Continued]
9. Remove the fastener at the right side of the air cleaner housing (Figure 1).
10. Grasp the air cleaner housing and pull straight up to remove the assembly
(Figure 1).
11. Inspect the date code engraved
on the hydraulic tensioner
(Figure 2).
12. If the hydraulic tensioner has a
date code of 15.08.19 proceed
to section C. Hydraulic Belt
Tensioner
Replacement
Procedure.
13. If the hydraulic tensioner does
not have a date code of
15.08.19, no further service is
required. Continue with step 14.

Figure 2 – Date Code Location

14. Reinstall the air cleaner housing
by grasping the sides and align the rubber body grommets and push down till
housing is seated (Figure 1).
15. Attach the resonator hose to the throttle body and secure the clamp (Figure 1).
16. Install the two front resonator fasteners and tighten to 3N·m (26in. lbs.).
17. Install the right side air cleaner housing fastener and tighten to 5N·m
(44in. lbs.).
18. Attached the make-up air hose to the resonator (Figure 1).
19. Reconnect the air temperature sensor connector (Figure 1).
20. Reconnect the coolant bottle inlet hose retainer to the resonator housing
(Figure 1).
21. Reconnect the battery ground cable and tighten the nut to 6N·m (53in. lbs.).
22. Connect the Intelligent Battery Sensor (IBS) wire harness connector on the
negative battery cable (Figure 1).
23. Close the hood and return the vehicle to the customer.

Customer Satisfaction Notification W21 – Serpentine Belt Tensioner Page 6

Service Procedure [Continued]
B. Ram 1500 Models Inspection Procedure
1. Open the hood.
2. Inspect the date code engraved on
the hydraulic tensioner (Figure 3).
3. If the hydraulic tensioner has a date
code of 15.08.19 proceed to section
D. Hydraulic Belt Tensioner
Replacement Procedure.
4. If the hydraulic tensioner does not
have a date code of 15.08.19, no
further service is required. Continue
with step 5.
5. Close the hood.
6. Return the vehicle to the customer.

HYDRAULIC BELT TENSIONER

Figure 3 - RAM Engine Compartment

Customer Satisfaction Notification W21 – Serpentine Belt Tensioner Page 7

Service Procedure [Continued]
C. Hydraulic Belt Tensioner Replacement Procedure: Jeep
Wrangler Models
1. Insert an 8-inch-long, ½ inch drive extension into the mechanical tensioner
square (Figure 4).
LOCKING PIN HOLE
½ INCH DRIVE
EXTENSION

½ INCH
RATCHET

½ INCH
DRIVE
OPENING

Figure 4 – Mechanical Tensioner
Figure 5 – Extension and Ratchet

2. Rotate the mechanical tensioner in a counter clockwise direction and insert a
5mm pin or 5mm Allen wrench to lock tensioner in place (Figure 4 and 5).
3. Insert a ½ inch drive extension
into the hydraulic tensioner
square and rotate the tensioner in
a counter clockwise direction and
move the serpentine belt off the
pulley (Figure 6).
CAUTION:
The
hydraulic
tensioner requires high effort to
compress the tensioner to
remove the belt, use care when
compressing
the
tensioner
ensure tool is fully seated before
applying pressure.

½ INCH DRIVE
EXTENSION

½ INCH
RATCHET

Figure 6 – Hydraulic Tensioner

Customer Satisfaction Notification W21 – Serpentine Belt Tensioner Page 8

Service Procedure [Continued]
4. Remove the hydraulic tensioner pivot bolt and remove the mounting bolt then
remove the tensioner assembly (Figure 7)
5. Align and install the NEW hydraulic tensioner into position and hand start the
pivot bolt and strut bolt (Figure 7).
STRUT BOLT

PIVOT BOLT

HYDRAULIC
TENSIONER PULLEY

HYDRAULIC
TENSIONER PULLEY
SERPENTINE BELT

Figure 7 – Hydraulic Tensioner Removal

6. Tighten the pivot bolt to 105 N·m (77ft. lbs.) (Figure 7).
7. Tighten the strut bolt to 55 N·m (41ft. lbs.) (Figure 7).
8. Insert a ½ inch drive extension into the hydraulic tensioner and rotate the
tensioner in a counter clockwise direction, while holding tension move the
serpentine belt on to the pulley (Figure 6).
9. Insert an 8-inch-long, ½ drive extension into the mechanical tensioner Rotate
the mechanical tensioner in a counter clockwise direction and remove the
locking pin or 5mm Allen wrench (Figure 4 and 5).
10. Reinstall the air cleaner housing by grasping the sides and align the rubber body
grommets and push down till housing is seated (Figure 1).
11. Attach the resonator hose to the throttle body and secure the clamp (Figure 1).

Customer Satisfaction Notification W21 – Serpentine Belt Tensioner Page 9

Service Procedure [Continued]
12. Install the two front resonator fasteners and tighten to 3N·m (26in. lbs.).
13. Install the right side air cleaner housing fastener and tighten to 5N·m
(44in. lbs.).
14. Attached the make-up air hose to the resonator (Figure 1).
15. Reconnect the air temperature sensor connector (Figure 1).
16. Reconnect the coolant bottle inlet hose retainer to the resonator housing
(Figure 1).
17. Reconnect the battery ground cable and tighten the nut to 6N·m (53in. lbs.).
18. Connect the Intelligent Battery Sensor (IBS) wire harness connector on the
negative battery cable (Figure 1).
19. Start the vehicles engine and verify proper belt routing and operation.
20. Using wiTECH, clear any stored fault codes that may be present.
21. Return the vehicle to the customer.

Customer Satisfaction Notification W21 – Serpentine Belt TensionerPage 10

Service Procedure [Continued]
D. Hydraulic Tensioner Replacement Procedure: RAM 1500 Models
1. Disconnect the Intelligent Battery Sensor (IBS) wire harness connector on the
negative battery cable.
2. Remove the ground terminal nut and remove the negative battery cable eyelet
from the IBS.
3. Raise and support the vehicle.
4. Work from under the vehicle,
using a suitable tool, rotate the
Motor Generator Unit (MGU)
mechanical belt tensioner (2) until
it contacts its stop and insert a pin
to lock the mechanical belt
tensioner (Figure 8).
Figure 8 – DT Hydraulic Tensioner

5. Remove the lower bolt (1) and
loosen the upper bolt (2) to allow
the belt tensioner bracket stop (3)
to contact the idler pulley
(Figure 9).

Figure 9 – Belt Tensioner Bracket

6. Rotate the hydraulic tensioner in a counter clockwise direction and remove the
MGU serpentine belt from the hydraulic tensioner pulley and then slowly
release the belt tensioner. CAUTION: The hydraulic tensioner requires high
effort to compress the tensioner to remove the belt, use care when
compressing the tensioner ensure tool is fully seated before applying
pressure.

Customer Satisfaction Notification W21 – Serpentine Belt TensionerPage 11

Service Procedure [Continued]
7. Remove the bolt (1) securing the
hydraulic belt tensioner (2)
(Figure 10).

Figure 10 – Hydraulic Tensioner

8. Going through the wheel well, remove the two bolts (1) and the hydraulic belt
tensioner assembly (2) (Figure 11).

Figure 11 – Tensioner Assembly

Customer Satisfaction Notification W21 – Serpentine Belt TensionerPage 12

Service Procedure [Continued]
9. Remove the bolt (2) and separate hydraulic belt tensioner (3) from mounting
bracket (1) (Figure 12).

Figure 12 – Mounting Bracket

10. Install the NEW hydraulic belt tensioner (3) to the mounting bracket (2) and
tighten the pivot bolt (2 ) to 100N·m (74ft. lbs.) (Figure 12).
11. Install the hydraulic belt tensioner assembly (2) and tighten the two bolts (1) to
44N·m (32ft. lbs.) (Figure 11).
12. Install the bolt (1) securing the hydraulic belt tensioner and tighten to 55N·m
(41ft. lbs.) (Figure 10).
13. Rotate the hydraulic tensioner in a counter clockwise direction and install the
MGU serpentine belt on to the hydraulic tensioner pulley and then slowly
release the belt tensioner.
14. Position the belt tensioner bracket stop (3) and install the bolt (1), then tighten
both bolts (1- 2) to 28N·m (21ft. lbs.) (Figure 9).
15. Using a suitable tool, rotate the Motor Generator Unit (MGU) mechanical belt
tensioner (2) until it contacts its stop, remove the lock pin and slowly release
the tensioner (Figure 8).
16. Remove the support and lower the vehicle.
17. Reconnect the battery ground cable and tighten the nut to 6N·m (53in. lbs.).

Customer Satisfaction Notification W21 – Serpentine Belt TensionerPage 13

Service Procedure [Continued]
18. Connect the Intelligent Battery Sensor (IBS) wire harness connector on the
negative battery cable.
19. Start the vehicles engine and verify proper belt routing and operation.
20. Using wiTECH, clear any stored fault codes that may be present.
21. Return the vehicle to the customer.

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 Belt Tensioner Date Code
DT Models

07-W2-11-81

0.2 hours

JL Models

07-W2-11-81

0.4 hours

Inspect and Replace Hydraulic Tensioner
DT Models

07-W2-11-82

0.6 hours

JL Models

07-W2-11-82

0.6 hours

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

Customer Satisfaction Notification W21 – Serpentine Belt TensionerPage 14

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.

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
Serpentine Belt Tensioner

[Model Year and Model]
VIN XXXXXXXXXXXXXXXXX

W21

Dear [Name],

LOGO

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.

VEHICLE PICTURE

We are recommending the following improvements be performed on certain [2020 Model
Year (JL) Jeep® Wrangler and 2020 (JT) Jeep® Gladiator] vehicles equipped with a 3.6L
Etorque engine.

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 W21.

WHY DOES MY VEHICLE NEED REPAIRS?
The belt tensioner on your vehicle [1] may have been manufactured with a bent spring support
washer. This condition will cause insufficient tension to the serpentine belt and a belt squeal
coming from the engine compartment. The Malfunction Indicator Lamp (MIL) may also
illuminate. Over time, this condition may cause the 12v and the 48v batteries to lose their
charge.

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 built date on the Hydraulic Tensioner and replace if needed. The estimated
repair time is about one hour. 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.