RETAILER BULLETIN
12 - February – 2026
AUDIENCE:

BULLETIN NO: 252602.027

DEALER
PRINCIPAL

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SALES MGR

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SALES
GUIDES

GENERAL
MANAGER

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BUSINESS
MGR

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OFFICE
MGR

DEPT: CUSTOMER CARE

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SERVICE
MGR

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TECHS

X

PARTS
STAFF

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SERVICE
ADVISORS

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PARTS
MGR

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WARRANTY

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SUBJECT: IMPORTANT DIRECT CURRENT TO DIRECT CURRENT (DCDC) CONVERTER UPDATE

Dear Retailer,
This administrative bulletin is intended to ensure clarity and alignment between JLR NA
and our retail partners on the impact and related actions to the ongoing DCDC
converter issues affecting our clients and your operations for the following models and
model years:
North America Vehicles and Model Years with MHEV Derivatives:
Jaguar F-PACE X761 2020MY>
Jaguar E-PACE X540 2021MY>
Land Rover Defender L663 2020MY>
Land Rover Discovery L462 2020MY>
Land Rover Discovery Sport L550 2020MY>
Land Rover Evoque L551 2020MY>
Range Rover L405 2019-2022MY
Range Rover L460 2022MY>
Range Rover Sport L494 2019-2023MY>
Range Rover Sport L461 2023MY>
Range Rover Velar L560 2020MY>
Issue
The DCDC converter is a component of Mild Hybrid Electric Vehicles (MHEV) and
facilitates power step-down from the 48V propulsion system to the 12V standard
vehicle electrical system. When the vehicle identifies an issue with this system, it
presents the message ‘Stop Safely Electrical Fault Detected’. Once the vehicle is
powered down via ignition cycle, it may not restart depending on remaining residual
charge.
Action by JLR – Retailer Communications
There have been several related ‘Special Service Messages’ (SSM’s) released:
SSM#76173/76174 – MHEV DCDC Internal Failure With Warning Message Displayed
(both now deleted).
SSM#76280/76281 – 12V Startup Battery Emergency Start Procedure - Mild Hybrid
Electric Vehicle (MHEV).

Jessica Kelleher
JLR NA Customer Care Vice President

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SSM#76285/76286 – Direct Current To Direct Current (DC/DC) Operational Test
Workflow Update (both now deleted).
SSM#000003/000004 – MHEV System Health Test - Test Plan
SSM#000010 – DCDC Operational Test Revision.
Action by JLR - Part Supply
We recognize that there is a high volume of DCDC converters on backorder and we are
working closely with the supplier to increase production of service parts. We currently
have more than 500x in transit to market via air freight, which will support a substantial
recovery in supply.
Based on the updated production and shipping schedule, we expect to clear the
majority of existing backorders in late February, with full volume recovery continuing
into early March, assuming planned deliveries remain on track.
We will continue to explore all avenues within our supply chain to accelerate delivery of
parts to market and RPOS ETAs are being updated in line with the revised supply plan.
Action by JLR – Mobility Options
Please refer to Retailer Goodwill Manual / Bulletin No. 242505.020 for complete details
and eligibility on Car Hire and Loaner Support for affected clients.
JLR NA Mobility Expectations:
Retailers should make every effort to provide a JLR–branded loaner vehicle when a
customer’s vehicle remains in service for repairs. When a branded loaner is not available,
rental vehicles may be used to support the customer experience. Vehicle Hire Mobility
covers both branded loaners and rental vehicles.
You can manage loaner fleets and reduce rental costs by:
i) asking customers if they require alternate mobility during their repair,
ii) considering other forms of mobility that may be acceptable to customers such as
Lyft or Uber, or vehicle pick-up & delivery at their home or office when they have
other vehicles in their garage available to them.
LOANER CARS (Branded JLR NA Vehicles):
• Retailers must maintain the recommended Loaner Fleet, as provided by JLR NA.
• Retailers receive VM payments as negotiated between the Retailer Cabinet and JLR
NA as fair compensation to offer Loaner Cars to drive increased customer loyalty.
• Limited Time LOANER PROGRAM:
JLR NA is temporarily authorizing supplemental loaner reimbursement when:
o Customer has had a loaner more than 7 days due to a parts delay.
o All parts were ordered ZBR, and
o The retailer maintains the recommended minimum fleet size.
Reimbursement
• $100 USD/day after 7 days

Jessica Kelleher
JLR NA Customer Care Vice President

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Submission requirements:
• No pre-approval is required.
• VH Goodwill can only be submitted after repair is complete and RO is closed.
• Submission requirements for reimbursement include:
o Closed RO
o Parts delay proof (ZBR)
o Loaner vehicle documentation
RENTAL VEHICLES:
It is recognized that it isn't always possible to provide JLR branded loaner cars for all of
your clients, and RENTAL cars provide a measure of care to increase customer
satisfaction and loyalty.
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Rental Rates:
o Up to $85 USD/day for all customer cars ($100/day CAD)
o Up to $125USD/day ($150/day CAD) for customers having their
 MY’22 or later Range Rover or
 MY’23 or later Range Rover Sport vehicle repaired.
Eligibility Requirements:
o Must be enrolled in the JLR NA Loaner Program and maintain the required
Loaner Fleet levels.
o Confirm all JLR NA Loaner vehicles are actively used by customers with
vehicles in service.
o All required parts for customer’s repair must be ordered ZBR.
o Cover short term rentals using Retailer CE Self-Empowerment (up to
$1350 USD / $1,750 CAD) within Manufacturer’s warranty.
o Provide closed RO, Part Delay, TA documentation, and Rental Agreement.
Limitations:
o VH Goodwill is limited to 36 months post New Vehicle Limited Warranty
(excluding CPO):
 US: Jaguar- up to 96 MIS (inc Jaguar Elite Care); Land Rover - up to
84 MIS
 Canada: Jaguar Canada and Land Rover Canada up to 84 MIS

CUSTOMER EXPERIENCE GOODWILL (“CE”)
We want to remind Retailers that Customer Experience (“CE”) Goodwill remains a key
tool to support customers and protect the ownership experience.
CE Goodwill – Retailer Self-Empowerment-Empowerment
• In-Warranty-Vehicles: CE Goodwill may be used under your Retailer Empowerment
• Out-of-Warranty Vehicles: CE Goodwill may now be authorized with Field Staff
approval
• Above Empowerment Levels: Your Field Team (CSMMs, RPMs, RVPs) may approve
Goodwill above your authorization level.
o With prior Field approval, JLR NA will match Retailer contributions for outof-warranty CE Goodwill above your empowerment limit.

Jessica Kelleher
JLR NA Customer Care Vice President

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•

Documentation Required: Upload all supporting documents (ROs, receipts, etc.) to
the CRM@Retail case.

CE Goodwill is designed to “enhance the customer experience” rather than “fix” the
vehicle. It is intended to create positive, memorable experiences — examples include:
• Event or restaurant gift cards
• Complimentary services
• Vehicle rental support
• Branded merchandise
• Drive Experience certificates
• Extended Service Plans or prepaid maintenance
Updated Field authorization levels are in place to help you deliver exceptional
experiences consistently.

Call to Action for Retailers
• Follow the workflow as prescribed by TOPIx to ensure that replacement of the
DCDC converter is the correct repair plan. We have seen examples where
retailers have assumed that DCDC converter is the issue, only to find when parts
arrive and are fitted, this is not the issue affecting that unit.
• Where replacement of the DCDC converter is the prescribed repair plan, please
ensure the order is placed VOR by VIN in RPOS and submitted as critical to
receive prioritized allocation. RPOS ETAs are being kept up to date. Stock orders
will continue to be fulfilled last.
• Continue to triage all breakdowns and clear any ‘quick wins’ not impacted by
DCDC. This will support fleet availability.
• Please continue to play your part by accepting recoveries and avoid divert
requests. Your support will have a positive impact on the overall client
experience as we navigate this challenge.
• Monitor inbound DCDC converter supply to your retail location. This will help
ensure you’re scheduling the repair within 48 hours of arrival.
Further Support
• Issue – Any new updates will be shared via the business-as-usual channels such
as retailer-facing publications and forums, e.g., the monthly ‘Technical Update
Conference Call’ (TUCC).
• Parts – Contact the JLR Parts Logistics team at 888-524-3577 or
[email protected].
• Mobility Options – Please consult your Customer Service Market Manager.

Jessica Kelleher
JLR NA Customer Care Vice President

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