Customer Satisfaction Notification L24 Soft Top Premature ... · Customer Satisfaction Notification...
Transcript of Customer Satisfaction Notification L24 Soft Top Premature ... · Customer Satisfaction Notification...
Copyright 2011, Chrysler Group LLC, All Rights Reserved
August 2011 Dealer Service Instructions for:
Customer Satisfaction Notification L24
Soft Top Premature Wear at Roof Bows
Effective immediately all repairs on involved vehicles are to be performed
according to this notification. Service Bulletin 23-027-11 is no longer applicable
for the involved vehicles only.
2010-2011 (JK) Jeep® Wrangler
NOTE: This notification applies only to the above vehicles equipped with four doors
and a soft top or dual top built from August 17, 2009 through March 03, 2011
(MDH 081707 through 030320).
The soft top on about 38,800 of the above vehicles may wear prematurely at the
second and/or third roof bows.
The soft top must be inspected for wear at the second and third roof bow. Soft tops
found with excessive wear will be replaced. All involved vehicles must have a
shield kit installed to prevent future soft top damage.
Models
IMPORTANT: Some of the involved vehicles may be in dealer vehicle
inventory. Dealers should complete this repair on these vehicles before retail
delivery. Dealers should also perform this repair on vehicles in for service.
Involved vehicles can be determined by using the VIP inquiry process.
Subject
Repair
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Soft Top Premature Wear at Roof Bows
Part Number Description
CEGAL241AA Roof Bow Shield Package
Each package contains the following components:
Quantity Description
2 Shield, Second Bow
2 Shield, Third Bow
4 Strap, Plastic Tie
Each dealer, to whom vehicles in the notification were assigned, will receive
enough roof bow shield packages to service about 20% of those vehicles.
Part Number Description
1RP35SX9AC Soft Top (Black / 2010 model year vehicles)
Part Number Description
1RP35ZJ8AC Soft Top (Khaki / 2010 model year vehicles)
Part Number Description
1TX14SX9AA Soft Top (Black / 2011 model year vehicles)
Part Number Description
68078452AA Soft Top Foam Tape Package
NOTE: A soft top foam tape package is only required if the soft top is being
replaced.
No special tools are required to perform this service procedure.
Parts Information
Special Tools
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Soft Top Premature Wear at Roof Bows
NOTE: On vehicles equipped with the dual top option, the hard top must be
removed and the soft top must be raised into position before performing this
procedure. Reinstall the hard top after inspection and/or soft top replacement
is complete.
A. Inspect the Soft Top
With the soft top in the up position, shine a florescent shop light along the outside
surface of the soft top along the number 2 and number 3 roof bow elbows while
looking at the inside of the soft top for light to shine through pin holes and/or tears
in the soft top material (Figures 1 and 2).
NOTE: The inspection must be done on the right and left side of the soft top bows.
If pin holes and/or tears are found in any of the four soft top locations, continue
with Section B. - Replace Soft Top.
If no pin holes and/or tears are found in any of the four soft top locations,
continue with Section C. – Install Roof Bow Shields.
Service Procedure
Figure 1 – Inspecting for Pin Holes and/or Tears in Soft Top Material
FLORESCENT
LIGHT
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Soft Top Premature Wear at Roof Bows
Service Procedure (Continued)
Figure 2 – Inspection Area
NUMBER 4 ROOF BOW
NUMBER 3 ROOF BOW
ELBOW
NUMBER 2 ROOF BOW
ELBOW
WINDSHIELD HEADER
QUARTER
WINDOW
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Soft Top Premature Wear at Roof Bows
B. Replace Soft Top
1. Lower sun visors and swing out
of the way.
2. Release the soft top header
latches.
3. Remove and save the left and
right rear quarter windows.
4. Remove and the save rear
window and tail bar as an assembly.
5. Disconnect the roof “D” pillars
from the body.
6. Carefully fold the soft top back.
7. Remove and discard the foam
tape to gain access to the header
panel retaining screws (Figure 3).
8. Remove and save the six screws
from each side of the header
panel-to-side roof bow joint
(Figure 4 and 5).
NOTE: Two of the screws are
located on the bottom side of the
header panel (Figure 5).
CAUTION: The screws in each
location are unique. Note each
screw type location on the
header panel during removal.
Service Procedure (Continued)
Figure 3 – Foam Tape
Figure 4 – Header Screws
Figure 5 – Header Screws
FOAM TAPE
WINDSHIELD
HEADER PANEL
SCREWS LOCATED
UNDER FOAM TAPE
HEADER
SCREWS
HEADER
PANEL
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Soft Top Premature Wear at Roof Bows
9. Using a plastic mallet, separate
the header panel from the side
roof bow tube (Figure 6).
10. Remove and save the 23 screws
from the header panel (Figure 7).
11. Remove and save the upper steel
header panel.
12. Remove and save the lower
plastic header panel.
13. Drape the soft top over the swing
gate.
Service Procedure (Continued)
Figure 6 – Separate Header Panel from Side Roof Bow Tube (Right and Left Side)
Figure 7 – Header Panel Screws
PLASTIC MALLET
SIDE ROOF BOW TUBE
HEADER PANEL
23 HEADER PANEL SCREWS
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Soft Top Premature Wear at Roof Bows
14. Remove and save the five screws that
attach the soft top to the number 2
roof bow.
15. Remove and save the four screws that
attach the soft top to the number 3
roof bow.
16. Disconnect the right and left side soft
top tension springs (Figure 8).
17. Place the frame partially up and
remove the four screws that attach the
soft top to the number 4 roof bow.
18. Remove and discard the old soft top.
19. Place a clean fender cover over the spare tire to protect the new soft top.
20. Drape the new soft top over the spare tire to position it for installation (Figure 9).
Service Procedure (Continued)
Figure 8 – Soft Top Tension Springs
Figure 9 – Drape New Top Over the Spare Tire
TENSION
SPRING
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Soft Top Premature Wear at Roof Bows
21. Install the four screws that secure
the soft top to the number 4 roof
bow (Figure 10).
22. Connect the left and right soft top
tension springs (Figure 11).
23. Crimp the spring end at the soft
top bracket to prevent it from
coming unhooked (Figure 11).
Service Procedure (Continued)
Figure 10 – Fasten Soft Top to Number 4 Roof Bow
Figure 11 – Soft Top Tension Spring
NUMBER 4 ROOF BOW
SOFT TOP RETAINING STRIPS
AND SCREWS
CRIMP SPRING EYE OPENING TO CLOSE
INSTALLATION GAP
SOFT TOP TENSION SPRING
AND CABLE
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Soft Top Premature Wear at Roof Bows
24. Install the four screws that secure the soft top to the number 3 roof bow
(Figure 12).
Service Procedure (Continued)
Figure 12 - Fasten Soft Top to Number 3 Roof Bow
NUMBER 3
ROOF BOW
NUMBER 2
ROOF BOW
SOFT TOP MOUNTING STRIP AND SCREWS
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Soft Top Premature Wear at Roof Bows
25. Install the five screws that secure the soft top to the number 2 roof bow
(Figure 13).
Service Procedure (Continued)
Figure 13 - Fasten Soft Top to Number 2 Roof Bow
SOFT TOP MOUNTING STRIP AND SCREWS
NUMBER 2
ROOF BOW
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Soft Top Premature Wear at Roof Bows
26. Install the steel header panel into the soft top cover pocket (Figure 14).
27. Place the plastic header panel into
position and tape the soft top welt
into the channel on the plastic
header panel (Figure 14).
CAUTION: Be sure the
centering mark on the soft top
welt aligns with the notch in the
plastic header panel (Figure 15).
28. Place the plastic header panel into
position on the steel header panel.
29. Install the 23 screws to fasten the
plastic header panel to the steel
header panel.
Service Procedure (Continued)
Figure 14 – Install Header Panel
Figure 15 – Header Panel-to-Soft Top Alignment Mark
PLASTIC HEADER
CHANNEL
SOFT TOP WELT
APPLY MASKING TAPE ALONG THE SOFT TOP WELT TO HOLD IT IN
THE PLASTIC HEADER CHANNEL
PLASTIC HEADER PANEL
NOTCH
CENTERING MARK ON SOFT
TOP WELT
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Soft Top Premature Wear at Roof Bows
30. Connect the header panel to the side roof bow tubes.
31. Install the six retaining screws to the right and left header panel.
CAUTION: Be sure to install the correct screw in the correct location as
noted in Step 8.
32. Install foam tape from the provided package over the right and left side header
panel retaining screws (Figure 16).
CAUTION: The foam side strips are specifically cut for right side and left
side. The foam side strips are not interchangeable.
Service Procedure (Continued)
Figure 16 – Install Foam Tape
SIDE ROOF BOW TUBES
HEADER
PANEL PRECUT
FOAM TAPE
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Soft Top Premature Wear at Roof Bows
33. Install foam strip as shown in Figure 17.
34. With the help of an assistant, raise the soft top into position.
35. Install right and left soft top roof “D” pillars.
36. Continue with Section C. - Install Roof Bow Shields.
Service Procedure (Continued)
Figure 17 – Install Foam Strip
FORWARD EDGE
OF SOFT TOP FOAM STRIP
HEADER
PANEL
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C. Install Roof Bow Shields
1. Lower the sun visors and swing
visor out of the way.
2. Disengage the soft top header
latches.
3. Partially lift the soft top.
4. Remove the left and right rear
quarter windows.
5. Prop the top up halfway
(Figure 18).
6. Install the right and left number
3 roof bow shields (Figure 19 and 20).
Service Procedure (Continued)
Figure 18 – Prop Soft Top Up Halfway
Figure 19 – Number 3 Roof Bow Shield Location
PROP ROD
NUMBER 3
ROOF BOW BLACK NYLON
WEBBING
NUMBER 3 BOW SHIELD
SOFT TOP
SOFT TOP TENSION SPRING
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Soft Top Premature Wear at Roof Bows
7. Thread the tie strap through the holes in the roof bow shield and around the
number 3 roof bow tube (Figure 20). Then connect the tie strap and tighten
securely.
8. Cut the excess tie strap (tail) off and tuck the tie strap head up next to the roof
bow shield.
NOTE: Make sure the tie strap head is positioned correctly.
Service Procedure (Continued)
Figure 20 – Install Number 3 Roof Bow Shield Under Black Nylon Webbing
(Soft Top Removed for Photographic Purposes Only / View Looking Down From Above)
NUMBER 3 ROOF BOW
NUMBER 3 ROOF BOW SHIELD
RIVET
RIVET
BLACK NYLON WEBBING
THREAD PLASTIC TIE STRAP THROUGH HOLES IN SHIELD AND
SECURE AROUND ROOF BOW
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Soft Top Premature Wear at Roof Bows
9. Install the right and left number 2 bow shield (Figure 21).
10. Thread the tie strap through the holes in the roof bow shield and around the
number 2 roof bow tube. Then connect the tie strap and tighten securely.
11. Cut the excess tie strap (tail) off and tuck the tie strap head up next to the roof
bow shield.
NOTE: Make sure the tie strap head is positioned correctly.
12. With the help of an assistant, remove the prop rod and place the soft top into
position.
13. Install the left and right quarter windows.
Service Procedure (Continued)
Figure 21 – Number 2 Bow Shield
(Soft Top Removed for Photographic Purposes Only / View Looking Down From Above)
NUMBER 2
BOW
PLASTIC TIE
STRAP
NUMBER 2 BOW
SHIELD
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Soft Top Premature Wear at Roof Bows
14. Engage the soft top header latches at the header panel.
15. Place sun visors back into position.
16. If removed, install the save rear window and tail bar as an assembly.
Claims for vehicles that have been serviced must be submitted on the
DealerCONNECT Claim Entry Screen located on the Service tab. Claims
submitted will be used by Chrysler to record Customer Satisfaction Notification
service completions and provide dealer payments.
Use one of the following labor operation numbers and time allowances:
Labor Operation Time
Number Allowance
Inspect soft top and install roof
bow shields 23-L2-41-82 0.3 hours
Inspect and replace soft top and
install roof bow shields 23-L2-41-83 1.6 hours
Related Operation
Remove and install hard top on
vehicles equipped with a dual top 23-L2-41-50 0.5 hours
Add the cost of the parts package plus applicable dealer allowance to your claim.
NOTE: See the Warranty Administration Manual, Recall Claim Processing
Section, for complete claim processing instructions.
To view this notification on DealerCONNECT, select “Global Recall System” on
the Service tab, then click on the description of this notification.
Service Procedure (Continued)
Completion Reporting and Reimbursement
Dealer Notification
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Soft Top Premature Wear at Roof Bows
All involved vehicle owners known to Chrysler 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.
Enclosed with each owner letter is an Owner Notification postcard to allow owners
to update our records if applicable.
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 recall 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.
If you have any questions or need assistance in completing this action, please
contact your Service and Parts District Manager.
Customer Service / Field Operations
Chrysler Group LLC
Owner Notification and Service Scheduling
Vehicle Lists, Global Recall System, VIP and Dealer Follow Up
Additional Information
____________________________________________________________________________________
CUSTOMER SATISFACTION NOTIFICATION L24 SOFT TOP PREMATURE WEAR AT ROOF BOWS
Dear: (Name)
At Chrysler Group LLC, you can be assured that we are changing the way we look at quality. To prove
our commitment to quality, the company is investing in and prioritizing improvements for every vehicle
that we build. As part of that commitment, we are also targeting existing vehicles on the road today and
contacting our customers to provide these quality improvements, at no charge, that will help to improve
your ownership satisfaction.
We are recommending the following improvements be performed on some 2010 and 2011 model year
Jeep Wrangler vehicles equipped with 4 doors and a soft top or dual top.
Recommended
Service:
The soft top on your Jeep (VIN: xxxxxxxxxxxxxxxxx) may wear prematurely at
the second and/or third roof bows.
What your dealer
will do:
Chrysler will service your vehicle free of charge (parts and labor). To do this,
your dealer will inspect the soft top for pin holes and/or tears at the second and third
roof bows. All vehicles will receive roof bow shields to prevent excessive wear.
Soft tops found with pin holes and/or tears will be replaced. Installing the shields
will take about ½ hour to complete. If the soft top requires replacement, an
additional 1.5 hours will be required. We recommend that you make an
appointment with your dealer to minimize your inconvenience.
What you should
do:
Simply contact your Chrysler, Jeep, or Dodge dealer, at your convenience, to
schedule a service appointment. Your dealer will collect the necessary information
to ensure that the appropriate parts are available so your service can be completed in
a timely manner. Although not required, we recommend bringing this letter with
you to your dealer, when you bring your vehicle in for this service.
If you need help: Please contact the Chrysler Customer Assistance Center at 1-800-853-1403.
If you have already experienced this condition and have paid to have it repaired, please send your original
receipts and/or other adequate proof of payment to the following address for reimbursement: Chrysler
Customer Assistance, P.O. Box 21-8007, Auburn Hills, MI 48321-8007, Attention: Reimbursement.
Once we receive and verify the required documents, reimbursement will be sent to you within 60 days.
Please help us update our records by filling out the attached prepaid postcard, if any of the conditions
listed on the card apply to your vehicle. You may also update this information on the web at
CCCCCCCCCCCCCCCCCCCCCCCCC
We apologize for any inconvenience this service may cause to your schedule. Moving forward we are
committed to providing our customers with world class quality products, ensuring that you have a
positive dealership experience and following up on any issues and concerns that you may have in a
timely manner through our Customer Assistance Center.
Sincerely,
Customer Service / Field Operations
Chrysler Group LLC
Notification Code L24