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Safety Recall 255: Engine Sub-Assembly Replacement – Dealer Best Practice
May 16, 2024
Document Topic
Date
• Technical Service Bulletin (TSB) 24-01-039H - Remedy Available
05/16/2024
Recall Description
Certain 2024MY Palisade (LX2) vehicles contain engine valve springs that may fracture while driving due to
fatigue cracking as a result of damage to the springs during manufacturing. A fractured valve spring may result in
a sudden loss of motive power. In rare cases, a hole in the engine block may occur due to a broken valve entering
the combustion chamber.
Follow the Service Procedure outlined in TSB 24-01-039H to replace the Engine Sub-Assembly.
Applicable Vehicles (Certain)
• 2024MY Palisade (LX2) produced from 08/21/2023 – 10/12/2023
Remedy Information
The procedure outlined in TSB 24-01-039H (or latest version) requires replacement of the engine sub-assembly.
• Recommended Service Technician Training Level: Hyundai Expert (or higher)
• Recommend classes completed: Engine Technology (or Engine Diagnosis) instructor led training on
Hyundai Learning Portal (HLP)
Recommended Alternative Transportation
A Service Rental Vehicle (SRC) should be provided to customers who do not feel safe operating their vehicle until
a remedy is available. In addition, a SRC may be required based on 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.
IMPORTANT: As required by federal law, dealers must not deliver new vehicles for sale or for lease
to customers until all open recalls have been performed. Dealers must perform all open recalls on
used vehicles, demo, and rental vehicles prior to placing them into customer use and whenever an
affected vehicle is in the shop for any maintenance or repair.
To check vehicle specific recall applicability, access the “Vehicle Information” screen via WebDCS.
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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.
• Always inquire if the customer will have time for an additional service to be performed if they were
originally scheduled for a different service.
• Please note that the engine replacement for this recall is 100%. Thus, ensure to plan ahead of time for
reception of engine, service kits, and other parts (as indicated by customer) as well as customer to
ensure an optimum customer experience.
• The repair takes several hours so ensure the appropriate expectations for completion are set with the
customer in advance.
• 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.
• If you are unsure of certain processes, don’t guess. Take time to familiarize yourself with the proper
procedures or ask for help/clarity from your teammates or leadership.
• If you see a team member having trouble addressing the concern, ask if you can provide help.
Warranty Information
Per TSB 24-01-039H (or latest version), the recall campaign pays the following:
• 9.5 M/H to perform the engine sub-assembly replacement on Front Wheel Drive (FWD/2WD) vehicles,
including wheel alignment adjustment
• 9.8 M/H to perform the engine sub-assembly replacement on All-Wheel Drive (AWD/4WD) vehicles,
including wheel alignment adjustment
• Parts Reimbursement: Dealer will be reimbursed for the engine replaced, along with the service kit,
coolant, oil, and other necessary parts not included in the service kit (indicated in TSB).
• Photos:
o The time above for both op codes includes taking a photo of the new engine sub-assembly
serial number located on the Bank 2 Cylinder Head Cover (nearest to the front of the vehicle)
with the last 6 digits of the VIN and the date of repair on a piece of paper.
o Op times include VIN, Mileage, and Repair validation photo(s) as outlined in the Digital
Documentation Policy.
Parts Information
Review TSB 24-01-039H (or latest version) for the complete list of the required parts, coolant and oil (and
quantities of each) to perform this campaign.
• Parts Ordering
o Valid Recall 255 VIN required for Order Engine/Service Kit per parts listed below:
167G1-3LA0BQQH (FWD Engine)
168G1-3LA0BQQH (AWD Engine)
21111-3LG12QQH (FWD Service Kit)
21111-3LG14QQH (AWD Service Kit)
o There are no other limitations on other needed parts.
• Engine Core Return:
o Additional information regarding the engine core return process will be shared via a Parts Bulletin
no later than Tuesday, 05/21. Location of the parts bulletin will also be shared at that time.
o There will be no exceptions granted for failure to return a core.
o Please ensure that engine not damaged in any manner prior to shipping the core.
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Special Tools
Please refer to TSB 24-01-039H (or latest version) for the latest information. The following special tools in the
table are required to perform the recall.
• 09568-2J100 (outer tie-rod ball) was previously shipped to all dealers as an essential tool.
• Additional SST Tools can be ordered through Bosch at 1-866-539-4248 or hyundai.service@solutions.com.
• If further assistance is required, please contact hyundaitools@hmausa.com.
Sample Customer Talk Track
1. For Customers on the phone:
“I checked your vehicle for any open campaigns or recalls and found that your vehicle has an open recall with an
engine replacement as the available remedy. The recall states that it is a condition relating to engine valve springs
which may crack prematurely, which may result in a sudden loss of motive power and in rare cases, a hole in the
engine block. A hole in the engine block increases the risk of a fire. You may bring your vehicle to a Hyundai dealer
to have the remedy applied at no cost to you. Should you need, we can also arrange for alternate transportation
since this may prolong the stay of your vehicle at service. We apologize for the inconvenience. Would you like to
make an appointment for this recall service?”
2. For Customers in the service lane:
“During your visit today, I checked your vehicle for any open campaigns or recalls and found that your vehicle has
an open recall with an available remedy. The recall states that it is a condition relating to engine valve springs which
may crack prematurely, which may result in a sudden loss of motive power and in rare cases, a hole in the engine
block. A hole in the engine block increases the risk of a fire. If time permits, we would like to perform this recall
service for you. This service will be provided to you at no charge and, if necessary, we would like to offer you
alternative transportation while we repair your vehicle. We apologize for the inconvenience.”
3. Customer concern with performance of vehicle:
“If you experience any concern(s) related to the performance of your vehicle such as a sudden loss of motive
power, do not attempt to drive the vehicle. Please reach out to your nearest Hyundai dealer for assistance where
the recall remedy will be applied to the vehicle at no cost to you.”
Best Practice Checklist
Reservation: Did you check WebDCS for additional campaigns or recalls?
Yes
No – Please ensure all open campaign(s)/recall(s) are identified and completed by the dealership
if remedy/repair(s) are available.
Readiness: Are required parts, coolant/oil, and special service tools in stock to complete this
recall?
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Yes
No – Please ensure that all required parts, coolant/oil, and special service tools are at the
dealership and available for use. The recall cannot be performed without the noted items.
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?
Yes
No – Customer should be offered alternative transportation if they feel uncomfortable in the
operation of their vehicle prior to the remedy being completed on his/her vehicle. In addition, a
SRC may be required based on the recall repair procedure duration and any other additional work
on the vehicle that may need to be addressed during customer’s visit.
Repair: Did you provide & review the customer with an eMPI?
Yes
No – Service Consultant should review the MPI with the customer.
Repair: Does the Technician meet the recommended training requirements (Certified Expert or
above) to complete this recall/campaign?
Yes
No – Please ensure a Technician with the recommended training level requirement (along
with any recommended training classes) completes this critical safety recall.
Repair: Were the appropriate picture(s) taken as outlined in TSB 24-01-039H (or latest version)?
Yes
No – Please ensure appropriate picture(s) are taken for the dealership to be paid. See TSB
24-01-039H (or latest version) for sample photos. 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 dealer deliver of the vehicle back to
customer.
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Customer FAQs
Q1: What is the issue?
A1: The subject vehicles contain engine valve springs that may fracture while driving due to fatigue cracking
because of damage to the springs during manufacturing by the supplier. A fractured valve spring may result in a
sudden loss of motive power. In rare cases, a hole in the engine block may occur due to a broken valve entering
the combustion chamber.
Q2: What are the affected vehicles?
A2: Affected vehicles include certain model year 2024 Hyundai Palisade vehicles produced 08/21/2023 –
10/12/2023 by Hyundai Motor Company (“HMC”) for sale in the U.S. market.
Q3: What is the safety concern?
A3: A loss of motive power increases the risk of a crash and a hole in the engine block increases the risk of a fire.
Q4: Have there been any accidents or injuries?
A4: As of the filing to NHTSA on February 13, 2024, there are no crashes, injuries, fires, or fatalities attributable to
this condition in the U.S. or Canada.
Q5: Has a Dealer Stop Sale been issued?
A5: Yes, a Dealer “Stop Sale” (hold) has been issued in accordance with federal regulation for involved vehicles
unsold at dealers. In addition, a Port “hold” has been issued for all involved vehicles located at ports and vehicle
processing centers.
Q6: What will be done during the recall service at the dealer?
A6: All owners of the subject vehicles will be notified by first class mail with instructions to bring their vehicles to
a Hyundai dealer for replacement of the engine sub-assembly. This remedy will be offered at no cost to owners
for all affected vehicles, regardless of whether the affected vehicles are still covered under Hyundai’s New
Vehicle Limited Warranty. Additionally, Hyundai will provide owners of affected vehicles reimbursement for out-
of-pocket expenses incurred to obtain a remedy for the recall condition in accordance with the reimbursement
plan submitted to NHTSA on February 24, 2022.
Q7: When will owners be notified?
A7: Mailing Deployment:
• Mid-April 2024: Owners of the subject vehicles were previously notified via First Class mail that remedy
was in development for the recall.
• Late May 2024: Owners will be notified via First Class mail in late May 2024 of a remedy available for this
recall.
Contact Reference
Please see the list below for commonly referred to contacts. Thank you for your prompt attention to this
important safety matter and continued commitment to Hyundai customers.
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Key Contact Information
Dealer Support Contact Information Description
Parts HyundaiPartsHotline@MobisUSA.com
1-800-545-4515
Parts ordering hotline
Techline
1‐800‐325‐6604
Vehicle Technical Support for Hyundai Dealer
Technicians
Warranty HELP Line 1‐877‐446‐2922 Warranty Claim questions for Hyundai Dealers
Warranty Prior Approval (PA) Center PA@hmausa.com Warranty Prior Approval (PA) Center for Hyundai Dealers
Xtime Technical Support Support@xtime.com
1‐866‐984‐6355
Assistance with Car Care Scheduling:
•
Appointment / Shop Capacity Management / Campaign
Integration /
Opera tion Codes
AutoLoop Technical Support Support@autoloop.com
1-877-850-2010
Assistance with Car Care Scheduling:
•
Appointment / Shop Capacity Management / Campaign
Integration /
Opera tion Codes
CDK Technical Support https://serviceconnect.support.cdk.com/
Assistance with Car Care Scheduling:
•
Appointment / Shop Capacity Management / Campaign
Integration /
Opera tion Codes
Customer Support 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(General Questions)
1‐800‐633‐5151
Customers general questions, non‐campaign related
Hyundai Roadside Assistance 1-800-243-7766 Hyundai Roadside Assistance
Key Reference Information
Name Source
Campaign Central 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
1.
Log into Xtime
2.
Under the menu at the top left, select ‘CONFIGURE’
3.
Under the dealership tab, click “EMAIL COMMUNICATION”
4.
Slide the toggle to “ADVANCED”
5.
Populate as many e-mails as desired in the “PARTS DESK
EMAIL FIELD”
Parts – Campaign Parts Management
(CPM) Procedure
As applicable; www.HyundaiDealer.com > Parts > Documents Library > Campaign Parts Management
Service Rental Car (SRC) Program
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
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Appendix
Update History
Date
•
Remedy Not Available
02/14/2024
