Service Campaign 9B9: Key Fob Inspection/Replacement: Dealer Notification
February 14, 2025
Document Topic
• Technical Service Bulletin (TSB) 25-01-011H published

Date
02/14/2025

Campaign Description
Certain IONIQ 5 (NEA EV) vehicles may have come with the incorrect key fob for the trim
level. Follow the procedure in this bulletin to inspect and, if necessary, replace with the correct key fobs.

Affected Vehicles (Certain)
•

2025MY IONIQ 5 (NEA EV) produced from 12/10/2024 – 01/24/2025

Repair Process/Information
Follow the service procedure in TSB 25-01-011H (or latest version) to inspect and, if necessary, replace with the
correct key fobs.
• Technician Certification Requirements: Hyundai Certified (or higher)

Recommended Alternative Transportation
A Service Rental Vehicle (SRC) should be provided to customers if their vehicle requires to be kept overnight. In
addition, a SRC may be required based on the repair procedure duration and any other additional work on the
vehicle that may need to be addressed during customer’s visit. If a SRC is not available, other options such as a
3rd Party Rental or Rideshare may be provided.

Other Notes/Recommendations
•
•
•
•
•
•

If a customer arrives to the dealer with no appointment scheduled, it is recommended for the dealer to
offer alternative transportation to the customer.
If customer schedules an appointment in advance, ensure the appropriate tools and equipment are on
hand to perform any related repairs.
Always inquire if the customer will have time for an additional service to be performed if they were
originally scheduled for a different service.
Offer SRC assistance for customers who may be pressed on time.
Be honest with customers on wait times.
If the service is taking longer than expected, update the customer.

Warranty Information
Per TSB 25-01-011H (or latest version), this service campaign pays the following:
• Labor:
o 0.2 M/H for key fobs inspection
o 0.6 M/H for key fobs inspection and replacement
• Photos:
o Refer to TSB 25-01-011H for the required pictures to be taken. Includes sample photos.

Parts Information
•
•

Refer to TSB 25-01-011H (or latest version) for the latest parts information.
Factory has requested recovery of the key fobs initially supplied at the time of retail. Please ensure your
Parts Department holds the parts. Do not discard them. Further instruction on shipment from the
Warranty Technical Center (WTC) to the appropriate location will be provided upon claim
submission/approval.
1

Customer Talk Tracks
1.

For Customers with an appointment, but campaign is not part of originally scheduled services: “I see
that your vehicle has an open service campaign that we would like to take care of for you while you are here
today. This service campaign requires to inspect, and if necessary, replace with the correct key fobs. This
service, of course, will be provided at no charge to you and, if necessary, we would like to offer you
alternative transportation while we repair your vehicle. We apologize for the inconvenience.”

2. For Walk-In Customer: “During your visit today, I checked your vehicle for any open campaign or recalls
and found that your vehicle has an open campaign. This service campaign requires to inspect, and if
necessary, replace with the correct key fobs. This service, of course, will be provided at no charge to you
and, if necessary, we would like to offer you alternative transportation while we repair your vehicle. We
apologize for the inconvenience.”
3. For customers over the phone: “While I have you on the line and verifying your current appointment, I ran
your VIN and see that your vehicle has an open campaign. This service campaign requires to inspect, and if
necessary, replace with the correct key fobs. If time permits, we can address this campaign during your
current appointment, and it will be at no cost to you. Should you need, we can arrange for alternate
transportation since this may prolong the stay of your vehicle at service. We apologize for the
inconvenience.”

Best Practice Checklist
Reservation: Did you check WebDCS for additional campaigns or recalls? Did you check for any declined
services from previous visits?
 Yes
2



No – Please ensure all open campaign(s)/recall(s) are identified and completed by the dealership.
Also ask customer if he/she would like to have any of the previous declined services performed.

Readiness: Are key fobs in stock to complete this campaign?
 Yes
 No – Please order the key fobs from your corresponding PDC as necessary. If possible, place
order ahead of time if customer has made an appointment in advance.
Reception: Did the customer provide authorization to perform repairs?
 Yes
 No – Customer must be consulted and provide approval before proceeding with any repairs on
their vehicle.
Reception: Did you explain to the customer the expected repair time based on the repair and set the
expectation for a status update?
 Yes
 No – Customer should be given an estimated time of when his/her vehicle is completed so the
customer can plan the rest of their day away from the dealership.
Reception: Did you offer the customer Alternative Transportation if requested?
 Yes
 No - Customer should be offered alternative transportation if their vehicle needs to be kept
overnight. In addition, a SRC may be required based on the repair procedure duration and any
other additional work on the vehicle that may need to be addressed during customer’s visit.
Repair: Does the Technician meet the recommended training requirements (Certified or above) to
complete this campaign?
 Yes
 No – Please ensure a technician with the recommended training level requirement(s) completes
this repair.
Repair: Were the appropriate picture(s) taken as outlined in TSB 25-01-011H (or latest version)?
 Yes
 No – Please ensure appropriate picture(s) are taken for the dealership to be paid. See TSB for
sample photo(s). Refer to the latest Warranty Digital Documentation Policy for requirements.
Return: Did you get the customer’s signature on all warranty lines in addition to the final RO?
 Yes
 No – Customer must sign the final invoice upon delivery of the vehicle back to the customer.

Customer FAQs
Q1: What is the issue?
A1: Certain IONIQ 5 (NEA EV) vehicles may have come with the incorrect key fobs for the specified trim
level.
Q2: What are the affected vehicles?
A2: The following vehicles include certain 2025 model year IONIQ 5 (NEA EV) produced from 12/10/2024 –
01/24/2025.
3

Q3: Why is this campaign being provided to me?
A3: Certain IONIQ 5 (NEA EV) vehicles may have come with the incorrect key fobs for the trim level.
Q4: What will be done during service at the dealer?
A4: The dealer will inspect and, if necessary, replace with the correct key fobs.
Q5: When will affected customer(s) be notified of this campaign?
A5: Customers will be notified via First Class Mail in March 2025.

Contact Reference
Please see the following list of commonly referred to contacts. Thank you for your prompt attention to this
important campaign matter and continued commitment to Hyundai customers.

4

Key Contact Information
Dealer Support
Parts

Contact Information

Description

[email protected]

Parts ordering hotline

1-800-545-4515
Techline

1‐800‐325‐6604

Warranty HELP Line

1‐877‐446‐2922

Vehicle Technical Support for Hyundai Dealer
Technicians
Warranty Claim questions for Hyundai Dealers

Warranty Prior Approval (PA) Center

[email protected]

Warranty Prior Approval (PA) Center for Hyundai Dealers

Xtime Technical Support

[email protected]
1‐866‐984‐6355

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

[email protected]

Assistance with Car Care Scheduling:

AutoLoop Technical Support

•

1-877-850-2010

CDK Technical Support

Appointment / Shop Capacity Management / Campaign
Integration / Operation Codes

https://serviceconnect.support.cdk.com/ Assistance with Car Care Scheduling:

•
Customer Support

Appointment / Shop Capacity Management / Campaign
Integration / Operation Codes

Contact Information

Description

Hyundai Customer Care Center
(Recall /Campaign Questions)

1‐855‐671‐3059

Customer questions or concerns related to recall or service
campaigns

Hyundai Recall /Campaign Website

www.hyundaiusa.com/recall

Updated information related to the specific recall or service
campaign

Hyundai Customer Care
Center(GeneralQuestions)

1‐800‐633‐5151

Hyundai Roadside Assistance

1-800-243-7766

Customers general questions, non‐campaign related
Hyundai Roadside Assistance
Key Reference Information

Name
Campaign Central

Source
Consolidated repository of recall and service campaign dealer best practices. Located on the service tab
homepage in www.HyundaiDealer.com

Car Care Scheduling (Xtime) - Tutorials www.HyundaiDealer.com > Service > Dealer Resources > DocumentsLibrary > Car Care Scheduling
Car Care Scheduling (Xtime) - Recall
Appointment Notification

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

1.
2.
3.
4.
5.

Log into Xtime
Under the menu at the top left, select ‘CONFIGURE’
Under the dealership tab, click “EMAIL COMMUNICATION”
Slide the toggle to “ADVANCED”
Populate as many e-mails as desired in the “PARTS DESK EMAIL FIELD”

As applicable; www.HyundaiDealer.com > Parts > Documents Library > Campaign Parts Management
SRC Documentation: www.HyundaiDealer.com > Service tab > Documents Library > Service Rental Car
TSD: www.HyundaiDealer.com > Service tab > SRC Fleet Mgmt Software
Insurance: www.HyundaiDealer.com > Service tab > SRC Insurance

Technical Service Bulletin (TSB)

www.HyundaiDealer.com > Service tab > Hyundai Tech Info

Uncompleted Campaign VIN Listing

A listing of vehicles is located on WEBDCS > SERVICE tab > select UNCOMPLETED CAMPAIGN VIN LISTING
– Dealer Stock (New, SRC, CPO, etc.) and Retailed.

Recall Campaign Website

www.hyundaiusa.com/recall

NHTSA Website

www.safercar.gov

5