CAMPAIGN: ROOF PANEL ASSEMBLY
SUBJECT: ROOF PANEL ASSEMBLY
YEAR and MODEL: 1996 SATURN WAGONS
TO: ALL SATURN RETAILERS and AUTHORIZED SERVICE PROVIDERS
The National Traffic and Motor Vehicle Safety Act, as amended, provides that each vehicle which is subject to a product campaign of this type must be adequately repaired within a reasonable time after the owner has tendered it for repair. A failure to adequately repair within sixty (60) days after tender of a vehicle is prima facie evidence of failure to repair within a reasonable time. If the condition is not repaired within a reasonable time, the owner may be entitled to an identical or reasonably equivalent vehicle at no charge, or a refund of the purchase price, less a reasonable allowance for depreciation.
To avoid having to provide these burdensome solutions, every effort must be made to promptly schedule an appointment with each owner and to repair their vehicle as soon as possible. As you will see in reading the attached copy of the owner letter, owners are being instructed to contact the Saturn Assistance Center if their Retailer does not remedy the condition within five (5) days of the service date. If the condition is not remedied within a reasonable time, owners are instructed how to contact the National Highway Traffic Safety Administration.
DEFECT INVOLVED
Saturn has decided that a defect that relates to motor vehicle safety exists in some 1996 Saturn Wagons produced before January 2, 1996. Some of the welds between the roof and roof internal reinforcement panels may not meet specifications. In a crash there is a possibility of a partial separation of the roof panel flange sides, exposing an occupant to an increased risk of injury.
The action being taken to correct this condition is the installation of structural fasteners along the vehicle roof flange, on both sides of the vehicle.
VEHICLES INVOLVED
Saturn Wagons in the following VIN range will require this campaign, except for the VINs on the listing included in this bulletin. (Refer to "Non-Involved Vehicles within VIN Range.")
TZ161695 through TZ238354
Also, the following VINs not in the above range are to be included in this campaign:
TZ240509, TZ241168
Because Saturn builds by sequence order, which does not always match VIN order, there were some non-involved vehicles within the VIN range that do not require this campaign. These exclusions are comprehended in the attached listing of non-involved vehicles. It is important to note that campaign claims will only be paid on involved vehicles.
OWNER NOTIFICATION
Owners of 1996 Wagons involved will be notified of this campaign by Saturn. Saturn will also notify owners of 1996 Wagons non-involved by this condition, that their vehicles are not involved in this campaign. This will alleviate any concerns these customers may have regarding this issue. (Refer to the Involved and Non-Involved owner letters included in this bulletin.)
FACILITY VIN LISTING
A list of vehicles assigned to you (Facility VIN Listing) which our records indicate were sold by or shipped to you, (or are located in close proximity to your facility) is enclosed.
This listing contains:
Owner's name with address and telephone number;
Complete Vehicle Identification Number (VIN); and
VIN's of vehicles, which according to Saturn records are in retail stock.
The Facility VIN Listing (with owner information) is furnished to involved Retailers with the Product Campaign Bulletin. Although these vehicles are assigned to your facility, it is important to note that owners may elect to have their vehicle serviced at the Saturn Retail Facility of their choice.
Those Retailers not involved initially in this campaign will receive a message at the top of a blank Facility VIN Listing that states: NO VEHICLES ASSIGNED AT THIS TIME FOR CAMPAIGN 96C01
These listings may contain owner names and addresses obtained from State Motor Vehicle Registration Records. The use of such motor vehicle registration data for any other purpose is a violation of the law in several states. Accordingly, you are urged to limit the use of this listing to the follow up necessary to complete this campaign. Those records updated with California DMV registration information will have the following message printed adjacent to the appropriate VIN: "OWNER INFORMATION UPDATED BY CALIFORNIA DMV; PUBLICATION PROHIBITED."
REMOTE OWNER STRATEGY
In order to minimize customer inconvenience and ensure the highest level of customer satisfaction, owners who live in a remote location from an open Saturn Retail Facility may be contacted by Saturn to arrange to have their vehicles serviced in a manner convenient to them. Therefore, you may notice that not all vehicles which were sold by you are on your Facility VIN Listing.
RETAILER RESPONSIBILITY
All unsold new vehicles in Retailers' possession and subject to this campaign must be held at the retail facility and repaired per the service procedure of this campaign bulletin before owners take possession of these vehicles.
Retailers are to service all vehicles subject to this campaign at no charge to owners, regardless of mileage, age of vehicle, or ownership, from this time forward.
Owners of vehicles that appear on your facility VIN listing are to be contacted by the Retailer and arrangements made to make the required correction according to procedure contained in this bulletin.
In summary, whenever a vehicle subject to this campaign enters your vehicle inventory, or is in your retail facility for service in the future, please take the steps necessary to be sure the campaign correction has been made before selling or releasing the vehicle.
TRANSFER OF CAMPAIGN RESPONSIBILITY
Saturn vehicles that have been sold by you, which may be closer in proximity to another Saturn Retailer, may still appear on your Facility VIN Listing. If either you or the vehicle owner determines that it is more desirable for a vehicle on your Facility VIN Listing to be serviced by another Saturn Retailer, campaign responsibility may be transferred by 1) submitting a Campaign Vehicle Action Report to your field representative, or 2) submitting an update in owner information to the Saturn Owner of Record system, via SERVICELINE, for Field Organization review and approval. A copy of the Campaign Vehicle Action Report can be found in your Service Support Activities Folder. All changes to campaign responsibility will be reflected in your next monthly Unfixed VIN Report.
All other changes in vehicle status (e.g., scrapped, stolen, etc.) are to be made in accordance with section 4.4.3 of the Service Policy and Procedure Manual (Notifying Saturn of Vehicle Status Change).
PARTS INFORMATION
1. A small amount of 3M Butyl Primer, 3M ULTRA PRO Seam Sealer, and 3M Automotive Refinishing tape is required, as indicated in the Service Service Procedure, and may be procured locally or through 3M Automotive Trade Products, 1 (800) 521 - 8180, extension 6890.
2. A pre-shipment of structural fasteners required to perform this campaign has been automatically sent to you from Saturn Service Parts Operations (SSPO). The initial shipment will be followed up with additional shipments on a fair share basis ... so Retailers will not need to order parts, other than the 3M products.
3. Parts questions may be directed to your Saturn Parts Support Analyst.
4. Required Parts: Quantity Required Part Number Description Per Vehicle ----------- ----------- ------------------
21170334 Fastener-Structural 38*
* 38 required for repair; however, packaged shipped will contain 45 structural fasteners.
08643 3M Butyl Primer (Black) (or equivalent)
08302 3M ULTRA PRO's Seam Sealer (Clear) (or equivalent)
06340 3M Automotive Refinishing Tape (or equivalent two inch wide masking tape)
SUGGESTIONS FOR ENSURING CUSTOMER SATISFACTION
As you know, Saturn's success hinges upon our ability to execute superior customer support throughout the ownership experience, especially when important corrective actions such as this are required.
It is imperative that every effort is made to accommodate the affected owners. If you have any questions, please coordinate with the Saturn Assistance Center to help ensure customer satisfaction.
SERVICE PROCEDURES
Materials Needed
o Power Drill o Center Punch o Snap-on Rivet Tool HP200A or equivalent rivet tool with the ability to accept 1/8 to 3/16 in. rivets o Drill Bit Depth Gage/Stop o 11/64 in. or #20 Machining Drill Bit o 1 1/2 - 2 inch wide Blade Putty Knife o 3M Automotive Refinishing Tape P/N 06340 (or equivalent two inch wide masking tape) o 3M Butyl Primer (Black) P/N 08643 or equivalent o 3M ULTRA PRO Seam Sealer P/N 08302 (Clear) or equivalent o Structural Fastener P/N21170334 (38 required, 19 per side) o Safety glasses
CAUTION:
PROTECT YOURSELF BY WEARING SAFETY GLASSES WHEN PERFORMING THIS PROCEDURE.
1. Remove left and right side roof side outer front panels:
a. Remove windshield pillar lower side applique by removing one retaining screw and sliding applique up and rearward to allow tab to disengage from key hole.
b. Remove five retaining screws from roof side outer front panel.
c. Slide roof side outer front panel forward to release from roof side outer rear panel.
2. Remove left and right side rear side door frame rear panels:
a. Remove four retaining screws from rear side door frame rear panel.
b. Pull front of panel to disengage tabs from roof side outer rear panel.
c. Pull rear side door frame rear panel upward to disengage from quarter panel.
3. Remove left and right side roof side outer rear panels:
a. Remove three retaining screws from roof side outer rear panel.
b. Slide panel rearward and remove from vehicle.
4. Install a two inch wide strip of 3M Automotive Refinishing Tape P/N 06340 (or equivalent two inch masking tape), along the right and left side edges of the roof above the flanges to protect painted surfaces.
5. With the doors closed, install another two inch wide strip of 3M Automotive Refinishing Tape P/N 06340 (or equivalent two inch masking tape), along the spaceframe and quarter glass to prevent metal filings from falling into the door openings.
6. Locate holes to be drilled by measuring 5-8 mm (3/16-5/16 in.) rear of each existing weldspot, and no further inboard than the center of the weld flange. Avoid locating holes on weldspots or weld indentations. (Refer to facing illustration for location of holes. There will be 19 holes drilled per side.)
7. Mark each hole location with a center punch, leaving a small indentation to prevent drill bit from "wandering" when drilling the holes.
8. Position a putty knife in a vise and bend approximately 19 mm (3/4 in.) from the end, creating a 40-45 degree bend.
9. Wrap the bent end of the putty knife with 3M Automotive Refinishing Tape P/N 06340 (or equivalent two inch masking tape). Insert putty knife between roof and spaceframe when drilling the holes to prevent damage to corrosion protection on spaceframe.
IMPORTANT: Clearance between roof and spaceframe may vary slightly. In some cases, it may be necessary to adjust the roof panel side flange upward to obtain clearance for the drill bit and structural fastener.
10. Drill holes using a 11/64 in. or #20 drill bit with a depth gauge set at 3.175 mm (1/8 in.).
11. Use an air gun or vacuum to clear all metal filings from the side of the vehicle.
12. Using a sponge swab saturated with 3M Butyl Primer (P/N 08643) or equivalent etching primer, daub each hole making sure to coat the bare metal edges. Allow etching primer to air dry according to manufacturer's recommendations.
13. Install and compress (pop) 5/16 in. diameter by 5mm long stainless steel structural fasteners (P/N 21170334) into drilled holes (19 per side).
14. Remove masking tape.
15. Apply 3M ULTRA PRO Seam Sealer (P/N 08302) or equivalent over each structural fastener. After applying seam sealer to structural fasteners, brush over seam sealer with a brush.
16. Using a putty knife as a gage, make sure there is at least a 3 mm (1/8 in.) gap between the base of the structural fasteners and spaceframe. Use the putty knife to adjust the flange upward if needed.
17. Install left and right side roof side outer rear panels: panels:
a. Position roof side outer panel. Slide forward into place. . b. Install three retaining screws. Torque: 1.5 N.M (13 in-lbs)
18. Install left and right side rear side door frame rear panels: frame rear panels:
a. Install rear of rear side door frame rear panel into rear quarter panel.
b. Engage tabs at top of panel to slots in roof side outer rear panel.
c. Install four retaining screws. Tighten in sequence shown. Torque: 1.5 N.m (13 in-lbs)
19. Install left and right side roof side outer front panels:
a. Position roof side outer front panel between fender and cowl. Position to roof and slide into roof side outer rear panel.
b. Install five retaining screws to roof side outer front panel. . Tighten in sequence shown. Torque: 1.5 N.m (13 in-lbs)
c. Install left and right side windshield pillar lower side applique. Position applique to pillar, slide forward and down until applique contacts fender.
20. Affix the Campaign Completion Label to the radiator core support.
CAMPAIGN COMPLETION LABEL
Upon completion of the campaign, a Campaign Completion Label should be affixed on a clean, dry surface of the radiator core support in an area clearly visible when the hood is raised. Each label provides a space to print in ink (or type) the campaign number (96C0l) and the five (5) digit facility code of the Retailer performing the campaign service.
As a reminder, additional labels may be obtained from your Service Support Activities Folder (provided to each facility as part of their "start-up" package) or may be ordered from Saturn Publications (1 (800) 828-2112 prompt 3, Item # S03 00013).
CREDIT
1. To receive credit for repairing the roof panel assembly, submit a claim with the information below:
Repair Parts Sale Case Labor Labor Admin. Performed Part# Allow. Type Type Op. Hours Hrs.* ---------- ------ ------ ------ ------ ------ ----- ------
Roof Panel 21170334 ** WC VC V9892 2.0 0.1 Assembly Repair
2. To receive credit for loaner/rental car costs incurred while owner awaits campaign repair or other goodwill expenses, submit a claim with the information below:
Sale Case Labor Net Item Net Item # Days Repair Type Type Op. Amount Code Rental Performed ---- ---- ----- -------- -------- ------- ----------
Loaner WC VC T9967 *** C **** Reimbursement
Other/Goodwill WC VC T9968 *** R N/A
3. Retailers are empowered to use good judgement regarding loaner/rental cars or any other goodwill expenses deemed necessary. It will not be necessary to call the Saturn Assistance Center for authorization of goodwill. The Goodwill Worksheet (printed at the back of this bulletin) must be used to document goodwill expenses. The completed Goodwill Worksheet must be attached to the hard copy of the CSO. Retailers are to make sufficient copies of the blank Goodwill Worksheet to document goodwill expenses.
4. Check your Saturn SERVICELINE Claim Memorandum daily. Remember to code the claim as a WC sale type, and VC case type. Contact your field representative if you need assistance.
5. Refer to the Customer Service Order Preparation Manual for details on Product Campaign Claim Submission.
* Campaign administrative allowance
** The parts allowance should be the sum total of the current SSPO Retailer net price plus 30% of all parts required for the repair.
*** Loaner reimbursement not to exceed $30/day.
**** Enter number of days vehicle was rented ... Not to exceed 2 days.
VIN LIST OF NON-INVOLVED VEHICLES WITHIN VIN RANGE
TZ161698 TZ229474 TZ231080 TZ232375 TZ234196 TZ161701 TZ229546 TZ231102 TZ232397 TZ234218 TZ196027 TZ229568 TZ231124 TZ232463 TZ234240 TZ218241 TZ229634 TZ231146 TZ232534 TZ234262 TZ219996 TZ229661 TZ231172 TZ232578 TZ234284 TZ220126 TZ229684 TZ231199 TZ232622 TZ234306 TZ220761 TZ229706 TZ231243 TZ232688 TZ234328 TZ222178 TZ229728 TZ231265 TZ232710 TZ234350 TZ222635 TZ229825 TZ231287 TZ232732 TZ234372 TZ222872 TZ229854 TZ231310 TZ232754 TZ234443 TZ223481 TZ229904 TZ231332 TZ232886 TZ234465 TZ223811 TZ229926 TZ231354 TZ232930 TZ234487 TZ223904 TZ229992 TZ231375 TZ232952 TZ234509 TZ224442 TZ230014 TZ231397 TZ232974 TZ234531 TZ224567 TZ230040 TZ231419 TZ233128 TZ234553 TZ225405 TZ230063 TZ231441 TZ233177 TZ234575 TZ225763 TZ230090 TZ231463 TZ233244 TZ234597 TZ225983 TZ230134 TZ231489 TZ233266 TZ234619 TZ226732 TZ230156 TZ231511 TZ233288 TZ234642 TZ226869 TZ230178 TZ231533 TZ233311 TZ234664 TZ226979 TZ230201 TZ231555 TZ233355 TZ234686 TZ227037 TZ230223 TZ231599 TZ233377 TZ234708 TZ227118 TZ230289 TZ231643 TZ233399 TZ234756 TZ227233 TZ230311 TZ231665 TZ233448 TZ234805 TZ227260 TZ230381 TZ231687 TZ233514 TZ234894 TZ227626 TZ230402 TZ231709 TZ233540 TZ234916 TZ227711 TZ230453 TZ231760 TZ233562 TZ234960 TZ227739 TZ230497 TZ231782 TZ233606 TZ234982 TZ227795 TZ230545 TZ231804 TZ233678 TZ235004 TZ227935 TZ230567 TZ231826 TZ233700 TZ235031 TZ228048 TZ230611 TZ231892 TZ233722 TZ235054 TZ228075 TZ230633 TZ231914 TZ233766 TZ235098 TZ228133 TZ230655 TZ231962 TZ233788 TZ235170 TZ228276 TZ230677 TZ231989 TZ233815 TZ235192 TZ228348 TZ230699 TZ232011 TZ233837 TZ235214 TZ228370 TZ230721 TZ232033 TZ233859 TZ235236 TZ228436 TZ230743 TZ232055 TZ233881 TZ235256 TZ228480 TZ230765 TZ232077 TZ233903 TZ235274 TZ228502 TZ230787 TZ232100 TZ233927 TZ235335 TZ228545 TZ230832 TZ232122 TZ233949 TZ235355 TZ228678 TZ230854 TZ232144 TZ233971 TZ235373 TZ228836 TZ230924 TZ232166 TZ234015 TZ235394 TZ228858 TZ230946 TZ232188 TZ234041 TZ235412 TZ228880 TZ230968 TZ232210 TZ234064 TZ235432 TZ229078 TZ230990 TZ232237 TZ234086 TZ235450 TZ229166 TZ231012 TZ232264 TZ234108 TZ235527 TZ229238 TZ231034 TZ232308 TZ234130 TZ235566 TZ229381 TZ231058 TZ232330 TZ234174 TZ235586
VIN LIST OF NON-INVOLVED VEHICLES WITHIN VIN RANGE
TZ235625 TZ236209 TZ236851 TZ237392 TZ237874 TZ235643 TZ236248 TZ236869 TZ237412 TZ237892 TZ235663 TZ236268 TZ236890 TZ237430 TZ237913 TZ235681 TZ236286 TZ236908 TZ237451 TZ237931 TZ235702 TZ236307 TZ236928 TZ237469 TZ237951 TZ235720 TZ236325 TZ236946 TZ237489 TZ237969 TZ235758 TZ236345 TZ236967 TZ237507 TZ237990 TZ235779 TZ236384 TZ236985 TZ237528 TZ238008 TZ235797 TZ236402 TZ237005 TZ237546 TZ238028 TZ235817 TZ236440 TZ237023 TZ237566 TZ238046 TZ235835 TZ236462 TZ237044 TZ237584 TZ238067 TZ235862 TZ236483 TZ237062 TZ237605 TZ238085 TZ235901 TZ236501 TZ237082 TZ237623 TZ238105 TZ235922 TZ236521 TZ237100 TZ237643 TZ238123 TZ235940 TZ236543 TZ237159 TZ237661 TZ238144 TZ235960 TZ236582 TZ237177 TZ237661 TZ238144 TZ235978 TZ236600 TZ237198 TZ237682 TZ238162 TZ236037 TZ236638 TZ237216 TZ237700 TZ238182 TZ236055 TZ236659 TZ237236 TZ237720 TZ238200 TZ236076 TZ236677 TZ237258 TZ237738 TZ238221 TZ236094 TZ236697 TZ237276 TZ237759 TZ238239 TZ236114 TZ236736 TZ237297 TZ237777 TZ238259 TZ236132 TZ236774 TZ237315 TZ237797 TZ238277 TZ236153 TZ236792 TZ237335 TZ237815 TZ238298 TZ236171 TZ236813 TZ237353 TZ237836 TZ238316 TZ236191 TZ236831 TZ237374 TZ237854 TZ238336
February 8, 1996
Dear Saturn Owner:
This notice is sent to you in accordance with the National Traffic and Motor Vehicle Safety Act. Saturn has decided that a defect that relates to motor vehicle safety exists in some 1996 Saturn Wagons produced before January 2,1996. Some of the welds between the roof and roof internal reinforcement panels may not meet specifications. In a crash there is a possibility of a partial separation of the roof panel flange sides, exposing an occupant to an increased risk of injury.
As you know, we place the absolute highest priority on our owners' safety and satisfaction, and we sincerely regret any concern this situation may cause you. So, of course, we want to correct this condition as soon as possible. We will do our best to minimize any inconvenience to you and to provide you with the special care that all Saturn owners have come to expect.
What Saturn will do: We will repair your vehicle by reinforcing the roof flange with structural fasteners at no charge to you and with the least possible inconvenience. Additionally, a Saturn Retailer Team Member will be contacting you to make arrangements to have these repairs completed.
What you should do: Contact your Saturn Retailer to arrange a mutually convenient time to take your vehicle in to have this service performed, if you have not been previously contacted by a Saturn Retailer Team Member. Just so you know, parts are already available and it will take about two hours to repair your vehicle. Some additional time may be needed for paperwork and processing.
Your Retailer is best equipped to perform this service promptly and with the least inconvenience to you. However, if your car is provided to the Retailer on the agreed service date and they do not remedy this condition on that date, or within five days, please contact the Saturn Assistance Center at 1 (800) 553-6000. Our advisors will assist you and the Retailer in getting your car serviced.
If, after contacting your Saturn Retailer and the Assistance Center you are still not satisfied we have done our best to remedy this condition without charge and within a reasonable time, you may wish to write the Administrator, National Highway Traffic Safety Administration, 400 Seventh St., S.W., Washington, DC 20590, or call 1 (800) 424-9393 (Washington, DC residents use 426-0123).
Again, we sincerely regret any inconvenience or concern this situation may cause you. We also want you to know that we will do our best, throughout your ownership experience, to ensure that your Saturn provides you many miles of safe and enjoyable driving.
Sincerely,
Saturn Corporation
February 8, 1996
Dear Saturn Owner:
You may have heard recently about the "recall" of some 1996 Saturn Wagons. We want to let you know what this is about ... and especially to let you know that your Saturn Wagon is not involved.
The "recall" involves a condition which may affect the outer roof panel on some 1996 Saturn Wagons. As we hope you know, we place the highest priority on our customers' safety and satisfaction. Therefore, owners of these particular cars have been notified, and we will be repairing these vehicles as quickly and conveniently as possible at no charge, and with the special care that all Saturn owners have come to expect.
Again, we want to assure you that your car is not involved, and we want you to know that we will always do whatever we can to make sure you are completely satisfied with your Saturn.
Sincerely,
Saturn Corporation
96-C-01 GOODWILL WORKSHEET
As stated in the "Credit" section of this bulletin, Retailers are empowered to use good judgement regarding loaner/rental cars or other goodwill expenses that might become necessary for customer satisfaction.
Complete this worksheet and attach it to the hard copy of the Customer Service Order (CSO) to document all campaign goodwill claims submitted to Saturn ... you will not need to contact the Saturn Assistance Center for authorization of goodwill expenditures associated with this campaign.
VIN # _____________________________________________
A. Vehicle Loaner/Rental Allowance Explanation: $_____________
________________________________________________________________
________________________________________________________________
________________________________________________________________
Repair Sale Case Labor Net Item Days Performed Type Type OP Amount Rental --------- ------ ------ ----- --------- -------
Loaner Reimbursement WC VC T9967 C *
* Not to exceed $30 / day for two days
B. Other/Goodwill Allowance $______________ Explanation (Specify what was done and why):
________________________________________________________________
________________________________________________________________
________________________________________________________________
Repair Sale Case Labor Net Item # Days Performed Type Type OP Amount Rental ---------- ------ ----- ------ -------- ------
Other/Goodwill WC VC T9968 R N/A
----------------------------- Authorized Retailer Signature
(Please copy this form as necessary)
General Motors bulletins are intended for use by professional technicians, not a "do-it-yourselfer". They are written to inform those technicians of conditions that may occur on some vehicles, or to provide information that could assist in the proper service of a vehicle. Properly trained technicians have the equipment, tools, safety instructions and know-how to do a job properly and safely. If a condition is described, do not assume that the bulletin applies to your vehicle, or that your vehicle will have that condition. See a General Motors dealer servicing your brand of General Motors vehicle for information on whether your vehicle may benefit from the information.
