SHOP FOREMAN
CONFERENCE CALL

AUGUST 2022

Confidential © 2022

CONTENTS

1

2

3

TECHNICAL
SERVICES
UPDATE

LOCAL
TECHNICAL
SUPPORT

CRITICAL
CONCERNS &
FIELD SERVICE
ACTIONS

4

5

6

COMMODITY
UPDATES

TRAINING

WRAP-UP &
MEETING
CLOSE

Confidential © 2022

ON THE PHONE TODAY WE HAVE…
NAME

TITLE

EMAIL ADDRESS

Mike Mooney

Manager, Product Investigation

[email protected]

Stew Matthews

Manager, Local Technical Support

[email protected]

Alan Clarke

Critical Concern Engineer

[email protected]

Andy Yang

Product Investigation Engineer

[email protected]

Dan Glicksman

LTS Specialist

[email protected]

Jerry Bennett

Product Investigation Snr Specialist

[email protected]

Tony Fleming

Technical Training Program Manager

[email protected]

TECHNICAL SERVICES UPDATE

Confidential © 2022

CARLISLE SURVEY

JLRNA Customer Service Publications sent the 2022 Technician Survey to 4,500
Technicians in Canada and the U.S. The purpose of this survey was to determine trends,
satisfaction levels, and operational issues with how JLR and your dealership support
you.
The survey closed August 5th with the following response rates:

•

US Land Rover - 62.7% from 128 unique retailer codes

•

US Jaguar - 21.2% from 41 unique retailer codes

•

Canada Land Rover - 54.5% from 18 unique retailer codes

•

Canada Jaguar - 6.2% from 2 unique retailer codes

•

Average industry response rate: 54.2%

We expect to receive a full breakdown of all results August 12th and will communicate
any subsequent findings and actions in due course – thank you again for your

participation.

MONTHLY FRED UPDATE

LOCAL TECHNICAL SUPPORT

Confidential © 2022

PERFORMANCE UPDATE - JULY

1,467 New TAs
1,621 Closed TAs
LTS average response time
0.6 hours

Average retailer response
time 20 hours

PERFORMANCE UPDATE – L2 & BELOW TA SUBMISSIONS

Technicians who are L2 or below and not on the exception list continues
to be a high number (56% in July)
We are seeing positive results from the internal escalation process which
is making supporting this number a bit easier.

PERFORMANCE UPDATE – TA vs FRED

Continuing to be a concern

Increasing trend of TAs incorrectly submitted when FRED is required
• FRED – Diagnosis is known & component is on FRED list

• TA – Diagnosis unknown & diagnostic assistance is needed
• Reopen TA cases only if you need additional technical support

CRITICAL CONCERNS & FIELD
SERVICE ACTIONS

Confidential © 2022

N678 SAFETY RECALL - DRIVER SAFETY BELT ELR OPERATION
SAFETY RECALL N678 – DRIVER SAFETY BELT EMERGENCY LOCKING RETRACTOR
AFFECTED MODELS

2016-2017 Range Rover and Range Rover Sport

VOLUME AFFECTED

USA 14,512 Canada 1,217

REPAIR

The emergency locking retractor in the driver safety belt assembly may not be to
specification. Retailers will inspect driver safety belt part numbers and date codes and
following instructions in the bulletin, will replace any defective parts.

REPAIR TIME

Between 0.1 and 0.3 hrs + DIDO

CAMPAIGN LAUNCH

July 15th, 2022

Notes

This recall supersedes Recall N333.
Interim Retailer notification bulletins NAS22.04.008 USA and NAS22.04.009 CAN were
posted to GRP2 April 19th2022.
Customers have now been mailed a 2nd letter July 29th, 2022 advising parts are now
available and repair appointments can be made.

H410 N714 SERVICE ACTIONS - HANDS-FREE TAILGATE MODULE SHORTAGE
OWNER NOTIFIED SERVICE ACTIONS H410 N714 - HANDS-FREE TAILGATE MODULE SHORTAGE
AFFECTED MODELS

22-23MY Range Rover Velar
23MY Range Rover, Range Rover Evoque, Discovery, Jaguar F-Pace

VOLUME AFFECTED

Current Volume Jaguar 485 - 25 CAN 460 USA
Land Rover 373 - 103 CAN 270 USA
(expected to increase further)

REPAIR

Due to the semi-conductor shortage, vehicles are being shipped without the Hands-free
Tailgate feature.

REPAIR TIME

TBC

CAMPAIGN LAUNCH

June 24th, 2022 ( Retailer Notification only). Repair TBA

Notes

When handing over the vehicle, customers should be informed by retailers that the
Hands-free Tailgate feature is currently unavailable due to the global shortage of
semiconductors.
A further service communication will be issued for all affected vehicles, to provide a
hands-free tailgate module repair process when parts become available. Until such a
time, the vehicle can be released with this campaign action outstanding..

H404 SAFETY RECALL – INCORRECT SPECIFICATION TAIL LAMPS
SAFETY RECALL H404 – INCORRECT SPECIFICATION TAIL LAMPS

F-PACE

AFFECTED MODELS

21-22MY F-PACE

VOLUME AFFECTED

USA 5326 Canada 699

REPAIR

The rear tail lamps may not be to specification.
Retailers will inspect rear tail lamps and where an incorrect specification tail lamp has
been installed, following instructions in the bulletin, will replace with correct parts.
Less than 1% of vehicles are expected to need a replacement part

REPAIR TIME

Inspect 0.1hrs Replacement lamps up to 0.4hrs for a pair + DIDO

CAMPAIGN LAUNCH

Retailer Notification only was on August 4th, 2022.
USA NAS22.08.001 and Canada NAS22.08.002.
Repair bulletin target publication date is August 15th, 2022

Notes

For sold cars, Customers will be notified by direct mail following the normal Recall
process.

N720 H412 SAFETY RECALL –SEAT BELT RETRACTOR FUNCTIONALITY
SAFETY RECALL N720 H412 - SEAT BELT RETRACTOR FUNCTIONALITY
AFFECTED MODELS

22-23MY F-PACE, F-TYPE, and XF
22-23MY RR Velar, RR Sport, Discovery Sport, Discovery, and Defender

VOLUME AFFECTED

H412 USA 176
H412 Canada 113
N720 USA 4,927 N720 Canada 645

REPAIR

The front seat belt pretensioner tube may have been damaged during the
manufacturing process. Less than 1% of vehicles are expected to have defective parts.
Retailers will inspect the seat belt pretensioner tube for damage and if damage is
identified, following instructions in the bulletin, will replace any defective parts.

REPAIR TIME

Inspect between 0.3 and 1.1 hrs.
Inspect and Repair between 0.5 and 1.4 hrs + DIDO

CAMPAIGN LAUNCH

Retailer Notification only was issued August 4th, 2022.
N720 - NAS22.08.005 USA
NAS22.08.006 CAN
H412 - NAS22.08.003 USA
NAS22.08.004 CAN
Repair bulletin target publication date is August 15th, 2022

Notes

For sold cars, customers will be notified by direct mail following the normal Recall
process.

Audio Amplifier Shortage
Audio Amplifier Shortage
AFFECTED MODELS

22-23MY RR Velar
22MY F-PACE

VOLUME AFFECTED

USA 84 Canada 9

REPAIR

Due to the semi-conductor shortage, vehicles are being shipped from the factories
without audio amplifiers installed. These are being held under UPS campaigns and
repaired in ports prior to wholesale. However, it is possible the factory has shipped a
limited number of additional vehicles without amps that were not declared as part of
the port UPS campaigns and were therefore not held and have been shipped to
retailers.

Notes

If during PDI, retailers find any vehicles with audio amplifier shortages, they should, until
further notice submit an EPQR. Direction will then be provided on repairing affected
vehicles following the normal shortage claim process after completion of repairs. This
process may supersede to separate new campaigns in due course which will be
announced via normal communications processes.

ELECTRICAL

Confidential © 2022

ELECTRICAL

Mid-Line Cluster Programming Failure
Customer Voice:
–

IPC software update fails to install when using TOPIx Cloud Diagnostics for N578 or
H352

Technical Description:
–
–

The PBL update routine was previously not available on TOPIx cloud diagnostics
The documentation for N578 and H352 instructed technicians to use Pathfinder

Status:

–
–
–

As of August 11th, we now have confirmation this routine is available in TOPIx
Cloud
A request has been made to update the related documentation
If you do encounter any related issues, please submit a TA for further support as
per normal process

21MY DEFENDER, DISCOVERY SPORT, RR EVOQUE, VELAR, FPACE

ELECTRICAL

Deployable Sidestep - No operation
Customer Voice:
–

Customer states that the deployable side steps are not operational

Technical Description:

–

This has occurred after CCF As-Built has been loaded into the vehicle. Loading the CCF
as-built has removed the Deployable Sidestep option from the CCF

Status:

–
–

Please follow step 8 completely in the accessory fitting instructions for
Deployable Side Steps (Electrical Only) only after all other CCF work has been
completed.
SSM75802 has been released for this concern

22-23MY New Range Rover, New Range Rover Sport

ELECTRICAL

SOTA update 3.3.0
Customer Voice:
Software over the Air (SOTA) update 3.3.0 has started deploying to vehicles as of the 8August.
Technical Description:
This update includes PIVI IP34, WDCM, and L460 specific updates for ABS, CHCM, CHCMB,
and GWM
PIVI IP34
– Stability enhancements for CarPlay and Android Auto
– Speech Recognition Improvements
– Additional options for the steering wheel favorite button
WDCM
– Wireless Device Charging Module update to improve wireless charging with Apple
Magsafe devices
ABS, CHCM, CHCMB, GWM bug fixes for L460 only
Details can be found in the latest SOTA bulletin available on TOPIx

20-23MY Defender 21-23 MY Discovery, Discovery Sport, Range
Rover Evoque, New Range Rover, New Range Rover Sport, Velar,
E-Pace, I-Pace, F-Pace, XF

ELECTRICAL

Weather app disappears after PIVI update
Customer Voice:
–

Weather information is no longer available after software update.

Technical Description:
–
–
–

An error is possible with web application download after flashing PIVI Pro to IP34 via
SOTA (OS 3.3.0)/ TOPIx Cloud and will result in web applications (Weather), being
removed on update and not being reinstalled.
There is no error message presented to the user to indicate that the vehicle has entered
the error state.
This issue is caused by a software bug and may affect a small percentage of cars. This
bug will be fixed in the next PIVI Pro software release. Therefore, it is not necessary to
replace any components to repair this issue

Status:

–

The error state can be repaired by following instructions in
SSM75814/SSM75813

20-23MY Defender 21-23 MY Discovery, Discovery Sport, Range
Rover Evoque, New Range Rover, New Range Rover Sport, Velar,
E-Pace, I-Pace, F-Pace, XF

TOPIX CLOUD

Confidential © 2022

TOPIx CLOUD

A visit was performed the last week of July to 3
retailers on the west coast.
The joint visit was performed by Paul Lacey from
Product Investigation, and Daniel Glicksman from
LTS
The visit focused around TOPIx cloud and real
world feedback from retailers with high use, and
retailers with low use of Cloud Diagnostics.
The feedback that has been provided will help
push for further improvements to Cloud
Diagnostics.
We want to thank JLR Livermore, Cole
European, and Land Rover Redwood City for the
support and honest feedback.

TOPIx CLOUD

The top issues that were raised
during the visit:
1) Vehicle Connectivity Issues
2) Datalogger- how to use and
where to find it
3) Where to find module
information- How to determine
if a module is up to date?

TOPIx CLOUD

Retailer concern- "Unable to communicate to
new vehicles with TOPix, did not have issue last
week?"
Many of these issues have been found to be
caused by outdated DDA software.

Remaining logged into DDA for extended periods
between vehicle use, causes a loss of visibility on
Update prompts.
We recommend checking for updates daily on
DDA.
Installation time for DDA updates are very quick

TOPIx CLOUD
Retailer concern- "Pathfinder had Live Data,
how to we access this through TOPIx?"
The datalogger app is incorporated in DDA and is
a separate function outside of the TOPIx cloud
environment.
When connecting a vehicle to DDA, you can select
Datalogger when clicking on the DDA icon in the
bottom task bar of Windows.
The Datalogger function is very intuitive and
there is a lot of data that can be gathered from all
vehicle modules.
Please refer to the training course available in
Training and Development:
QDM102757 - TOPIx Cloud Diagnostics Data
Logger

TOPIx CLOUD
Retailer Concern- "Can't perform module update, routine is missing from TOPIx?”
You can determine if modules are up to date
from the diagnostics page. This can be found by
selecting “DIDS” on top of the module list.

Modules up to the latest software level will show
the “Latest” indicator next to the module name.

TOPIx CLOUD – MODULE UPDATE AUGUST 10 TH 2022

TOPIx CLOUD – MODULE REPLACE AUGUST 10 TH 2022

TOPIx CLOUD – MODULE APPLICATIONS AUGUST 10 TH 2022

TOPIx CLOUD – DIAGNOSTIC TEST COVERAGE AUGUST 10 TH 2022

TOPIx CLOUD

The NAS Market is not utilizing
Fault & Breakdown – this is
the process that is required for
RVC generation.
The TOPIx rating system is
receiving on average 3.5-4.0
stars. Please be honest when
rating your sessions.
If you have issues, please rate
accordingly. This is being
monitored for improvements.

POWERTRAIN

Confidential © 2022

POWERTRAIN
19-22MY Range Rover, RR Sport, Defender,
Velar, Range Rover(L460), Jaguar F-PACE

AJ20 P6 Water Pump – PRR request
Customer Voice:
–
Coolant warning light and/or coolant leaking from vehicle.
Technical Description:
–
Water Pump to be replaced due to leakage at water pump weep chamber.
Status:
–
Raise an EPQR to support the ongoing investigation.
–
Take 1 quart Coolant sample before repair.
–
Remove Water Pump and package with coolant sample for collection via
PRR.
–
Refer to TOPIx 303-03C: Engine Cooling - INGENIUM I6 3.0L Petrol for