Tech Hotline - Product Information to Improve Service
Bulletin: G94-002Section: General
Date: 3/10/94
Model: Range Rover Defender
Applicable to: USA/CND
Subject:
TECHNICAL HOTLINE (1-800-562-5824)
Our goal is to provide technicians with everything needed to perform Right First Time repairs. The Land Rover technical hotline exists to support trained dealer personnel with new or in-depth product information. We think this is an important part in achieving our goal.
As you know, Discovery will be launched very soon and we've taken a few steps to improve our Technical Hotline service to you.
Hours of Operation:
Current hours of operation are 8:30 am to 7:00 pm EST.
Telephone System:
We have recently installed a new phone system that sends calls to our voice mail system when all lines are busy. Please use this feature and leave a detailed message whenever possible. This will help us call you with answers rather than questions.
Personnel:
Chuck Tremper has just been added to the Technical Hotline staff. He joins Don White as Technical Specialist Chuck was previously our lead mechanic in the Lanham repair shop. Along with the Technical Support Supervisor, Jim Davis, this increases our support staff to 31 to improve our response to your needs.
We need your help to provide the personal attention that you deserve. Be sure to check published information prior to calling the technical hotline. It has been our experience in the past that many problems can be solved by referring to information previously issued. Your cooperation is appreciated and will help us improve our service.
Remember the technical hotline cannot provide a substitute for product training classes, industry standard basic technical knowledge, or adequate dealership information organization or utilization.
^ TECHNICAL ISSUES - Service, Parts
First see if the information exists at your dealership. Multiple copies of all bulletin types (Service, Parts, Marketing) are sent to each dealership when issued. Establish a procedure within your shop to ensure that these copies are routed correctly, and in a timely manner.
Service - Check first in the Workshop Manual, Electrical Troubleshooting Manual, System Tester Manuals, Service Bulletin Binders, and E-Mail message binder. LRNA has made extensive use of the E-Mail system to provide quick response to product issues and it is a valuable source of information on current and prior model year service issues.
Parts - Make sure you are using the correct fiche or Parts manual. There are separate manuals and fiche for Range Rover 1987 through 1992, Range Rover 1993 to present, and Defender models. Updated manual pages are issued between fiche revisions, and are the most current source of information.
Accessory hardware kits, paint codes, wood trim application and other useful information can be found in the parts Quick Reference and Price List book.
^ KEY CODES, RADIO CODES -
The DOS system lists the most current key and radio code information by VIN. If the radio code listed does not work, check the vehicles audio system owners manual for the correct procedure to clear a "locked out security code", then remove the radio and check the radio chassis number against the DOS listing. The hotline can provide the radio security code, based on radio chassis number. Customers and independent repair shops must request a security code through a Land Rover dealer, after providing reasonable proof of ownership.
^ POLICY OR PROCEDURE ISSUES
Second Time Repairs - If you have attempted to resolve a customer complaint and have been unsuccessful, first check the available information using the guidelines listed above under Technical Information - Service, then call the hotline. if you suspect that the repairs you performed will not resolve the customer's complaint, contact the hotline or your Zone Manager for further instructions, or to request a Field Engineer visit.
Warranty - The Warranty procedures manual contains the latest information on audio system parts handling, transmission and other repair or replace decisions, the labor operation review process, and parts return policy.
Parts - Check the DOS first for shipment and billing questions. There have been many changes to the system to enable you to quickly find answers to the most commonly asked questions.
Finally, included for your reference is a listing of common Service Publications and how to order them.