EX35 Customer Satisfaction Initiative Campaigns

[SteveTheTech]

Hot off the presses, dated April 16 2009 Two Volluntary Campaigns have come out to resolve the two most common complaints in the EX.

The Steering Column grinding complaints are addressed in ITB-09-013

The Fuel Pump noise is ITB09-014

There is no VIN range provided for these although your local dealer will be able to tell you if your model applies based on the SERVICE COMM results when they input your VIN. These volluntary campaigns are not federally mandated recalls the company is addressing the interior noise and fitment issues commonly seen on these cars. Here's a quick excerpt from the letter many of you will be recieving shortly

Dear Infiniti EX Owner:Infiniti is committed to providing the highest levels of product quality and customer satisfaction. We believe thatour current and future success depends on your continued satisfaction with Infiniti. With that in mind, we wantto bring to your attention important information regarding your 2008 Infiniti EX.REASON FOR SERVICE CAMPAIGN(ITB09-013)On some of these vehicles, the steering column comfort adjustment features (tilt and telescopic) may stopworking. This issue does not affect your ability to steer the vehicle. Rather, it only affects your ability to adjuststeering wheel comfort settings.Because this issue only occurs in warm climates, this service campaign is limited to the following states:Hawaii, North Carolina, Utah, Florida, Nevada, Arkansas,Arizona, Texas ,California, Georgia, Alabama, Mississippi,Tennessee, Louisiana Missouri, South Carolina, Iowa, New MexicoAccording to our records, your vehicle is currently registered in one of these states.

REASON FOR SERVICE CAMPAIGN(ITB09-014)On certain 2008 EX vehicles, when certain fuel blends are used, the fuel pump assembly may begin to emit a“buzzing” noise noticeable at the rear of the cabin. This noise does not affect vehicle performance. However,Infiniti wants to address this to prevent any potential increased cabin noise.

WHAT INFINITI WILL DOTo assure your continued satisfaction and confidence in your Infiniti EX, your Infiniti retailer will inspect and ifnecessary, replace the fuel pump assembly free of charge for parts and labor.

WHAT YOU SHOULD DOContact your Infiniti retailer at your earliest convenience in order to arrange an appointment. This service, free for parts and labor, should take less than an hour to complete, but your Infiniti retailer may require your vehicle for a longer period of time based upon the workshop schedule. To ensure the least inconvenience for you, it is important that you have an appointment before bringing your vehicle to the Infiniti retailer for service. Please bring this notice with you when you keep your service appointment. Instructions have been sent to your Infiniti retailer.

If you have paid to have your fuel pump replaced prior to this campaign due to a noise complaint, you may be eligible for reimbursement of the related expense. If you have additional questions or if the Infiniti retailer fails, or is unable to complete the service free of charge, you may contact the National Consumer Affairs Department, Infiniti Division, Nissan North America, Inc., P.O. Box 685003, Franklin, TN 37068-5003. The toll free number is 1-800-662-6200.

Thank you for providing us an opportunity to ensure on-going satisfaction with your Infiniti EX vehicle.

Please keep in mind that not ALL EXs are subject to this and the ones that are most likely know about it already.

[M45Caliber]

maybe I'm slow, (not when I drive, however) but what does failure of an electric motor have to do with living in a warm state? If that's the only criteria, then shouldn't they also replace the moonroof motor, the power windows and locks motors, the back seat retraction motors, etc.?

Why just one motor that is used maybe 3 to 4 seconds at a time, 2 to 6 times a day? Baffled in Arizona (and no issues with this yet.... and we bought one of the first EX's off the truck back in Feb. 2008).

[SteveTheTech]

I have no idea don't shoot the messenger Just trying to inform. I did not see it that way, I saw it from the angle of them recalling non safety related items voluntarily in a negative market.

I don't have anything to do with any TSBs or campaigns I'm the last to actually hear anything new, I had no idea they were going to recall these things. It's a poor system where they don't actually tell the people who see these cars on a daily basis that these problems are going to be solved soon. As for distribution of the "effected" vehicles I have no idea there are many people I have seen here in Canada that have the same issue. If there is a recall for a certain model and your vehicle exhibits the symptoms (both of which are VERY obvious) the dealer should have no problem with replacing the effected components. Even if the service advisor or staff member has not heard of these recalls, their parts department should have received the parts under ASR (Auto Stock Replenishment), my dealer is not in what is considered a "warm" climate but we received four separate parts kits for the riser motors. The kit includes both rise and telescope motors and two designated tubes of lubricant. I have yet to perform this recall but the step by step instructions look idiot-proof so there shouldn't be much of an issue, once they get the special tool.

No I really do not think that all the motors would require replacement since there are no reported issues of any of the accessory motors failing. Just some concerns with the steering column motors, I don't know if their is a defined link between heat and motor failure and I will provide them with the proof from this forum once I happen to see one of the reps, although I doubt I will get a straight answer.