Classification:

Reference:

Date:

BT09-053c

ITB09-039c

January 28, 2016

WINDSHIELD CRACKING
This bulletin has been amended. The “Part Return Process Reminder” sections on pages 1 and 8 have been revised,
and the latest models and model years have been applied. Please discard previous versions of this bulletin.

APPLIED VEHICLES:

All Infiniti models

SERVICE INFORMATION
The purpose of this bulletin is to give Infiniti dealers guidelines to help determine if windshield breakage is
covered under warranty or is the customer’s responsibility. Nissan North America (NNA) is not responsible
for damage to glass that is a result of objects striking or scratching the glass. However, NNA is
responsible for manufacturing issues such as distorted glass and cracks that are due to improper installation or
damage to the glass during vehicle assembly. NNA typically does not find any type of cracks in the windshield
due to stress after the dealership PDI.
Glass damage can be categorized in 3 general areas:
1. Cracks due to objects striking the glass (page 2).
2. Cracks due to scratch in glass surface (page 5).
3. Distortion or cracks due to manufacturing fault (page 7).
Part Return Process Reminder
Prior to removal, dealers are strongly encouraged to
take photographs of the damaged area. Dealers are
required to mark glass and other components
returned that have “visible issues” using masking
tape or appropriate means (grease pen, etc.) to
identify and highlight the area damaged. Additionally,
copies of the photographs should be attached to any
requested part returns.
NOTE: The claim may be debited if the part is not
marked properly.
Refer to Section 2.32 of the Infiniti Assurance Products Reference Manual (APRM) for additional details.
Infiniti Bulletins are intended for use by qualified technicians, not 'do-it-yourselfers'. Qualified technicians are
properly trained individuals who have the equipment, tools, safety instruction, and know-how to do a job
properly and safely. NOTE: If you believe that a described condition may apply to a particular vehicle, DO
NOT assume that it does. See your Infiniti retailer to determine if this applies to your vehicle.
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1) How to determine if glass damage is due to objects striking the glass
Cracks from objects striking the glass
Most windshield damage that occurs due to impact is easily identified as shown below:


Cone shaped break (A, B, C)



Crush mark (D, E1, F)



Star shape crack (C, D, E2, F)

A

B

C

D

F
E1

E2

Cracks can spread and become larger from the original strike point or crush mark due to:


Thermal stresses caused by temperature fluctuation



External physical stresses, such as hand touch, wind force, or vehicle vibration during driving (pot
holes)

A lead, or crack from one of the star cracked impact points can run to the edge of the glass and appear to be a
low stress crack starting from the glass outside edge.

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ITB09-039c

Single crack beginning or ending at the edge of the glass
Single cracks must be inspected along the entire crack for impact marks.




If any impact mark is found anywhere along the crack, it indicates the damage occurred from an object
striking the windshield. This is not covered under warranty.
The tip of a ball point pen can be run along the crack in the windshield to find the impact point.
A magnifying glass (10X magnification) may be necessary to identify impact marks that may be less
than 1 mm in diameter.
NOTE: A lead, or crack from an impact point can run to the edge of the glass and appear to be a low
stress crack starting from the glass outside edge.
Impact Mark

Single crack with no impact mark:
Warranty

Single crack with impact mark:
Not Warranty

Compound crack beginning or ending at the edge of the glass
This type of crack is always caused by impact to the glass. The point of impact is located where the crack
“branches out”.

Impact Mark

Compound crack: Not Warranty
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ITB09-039c

Cracks that are only in the middle of the glass
This type of crack does not begin or end at the edge of the glass.


These cracks are always caused by an impact to the glass and are not covered under warranty.

Cracks not reaching edge: Not Warranty

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2) How to determine if glass damage is due to a scratch in the glass surface
Cracks from a scratch in the glass surface
Glass is produced by fusing together various raw materials such as silica, soda ash, and limestone, and has
hardness of 5 to 6 on the Mohs scale (for reference, a diamond has a hardness of 10 on the same scale).
Since earth and sand can contain substances harder than that of glass, glass can be easily scratched by:


Fine sand particles



Hard metal



Rubbing action of contaminated wiper rubbers, or sand particles caught between the wiper and the
glass, especially when operating the wipers in a dry condition.

A magnifying glass (10X magnification) may be necessary to identify wiper scratches as a start point of cracks
in the glass.


Inspect the wiper paths (may be a single scratch of a group of scratches)



Small scratches can cause a small rupture in the outer glass surface, which can lead to a crack from
thermal conditions, vehicle vibration during driving, or wind pressure.

Wiper position
Scratch from sand/stone: Not Warranty

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ITB09-039c

A magnifying glass (10X magnification) may be necessary to identify metal object scratches as a start point of
cracks in the glass.


Scratches can occur from metal objects such as keys and metal buttons. These scratches are typically
sharp and can be found anywhere on the glass surface.



Thoroughly examine the entire length of the crack to identify any scratch as a start point.



Small scratches can cause a small rupture in the outer glass surface, which can lead to a crack from
thermal conditions, vehicle vibration during driving, or wind pressure.

Scratch from metal objects: Not Warranty

A magnifying glass (10X magnification) may be necessary to identify scratches caused by a contaminated towel
as a start point of cracks in the glass.


Scratches can occur from wiping the glass with a towel that has sand particles or dirt on it.



These scratches are typically long and have several scratches concentrated together.



These scratches can be found anywhere on the glass surface.



Thoroughly examine the entire length of the crack to identify any scratch as a start point for cracks in
the glass.

Magnified
42x

Scratch from dirty towel/cloth: Not Warranty

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3) How to determine if glass has distortion or cracks due to manufacturing issues
Distortion or cracks due to manufacturing issue

Open bubble – Warranty

Surface blister - Warranty

Adhesion chip – Warranty
(Can occur from a manufacturing issue such
as adhesion of molding to the glass surface
along the glass edge.)

Surface blister – Warranty

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ITB09-039c

CLAIMS INFORMATION
For manufacturing issue claims only:
Submit a Primary Failed Part (PP) line claim using the following claims coding:
DESCRIPTION
PFP
OP CODE
SYM
DIA
RPL Windshield
(1)
UG10AA
FD
03
(1) Reference the FAST Parts Catalog and use the applicable Windshield P/N as the PFP.
(2) Reference the current Infiniti Warranty Flat Rate Manual and use the indicated FRT.

FRT
(2)

Part Return Process Reminder
Prior to removal, dealers are strongly encouraged to take photographs of the damaged area, as well as
mark glass and other components returned that have “visible issues” using masking tape or
appropriate means (grease pen, etc.) to identify and highlight the area damaged. Additionally, copies of
the photographs should be attached to any requested part returns.

NOTE: The claim may be debited if the part is not marked properly.
Refer to Section 2.32 of the Infiniti Assurance Products Reference Manual (APRM) for additional details.

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ITB09-039c