Takata Airbag Inflator Recall Center Fact Sheet

Key Facts for Owners of Unrepaired Vehicles

This safety defect can KILL or seriously injure you or your passengers
All safety recall repairs are free at authorized INFINITI retailers
Replacement parts are available for all affected INFINITI vehicles
A FREE loaner car, towing service or mobile repair in select locations may be available to assist with any inconvenience this repair may cause
Contact your local authorized dealer or call 1-888-387-5947 now to schedule your free recall repair

Ongoing Customer Notification Efforts [[5395]]

Enhanced Vehicle Status Identification

INFINITI is pursuing efforts to clarify the status of open VINs categorized within its Commercial/Fleet Segmentation. INFINITI is seeking ways to correctly designate these vehicles as either actively in a fleet or categorize them as Scrapped, Stolen, and Exported.
INFINITI is also studying how to utilize multiple data sources and business rules to more accurately account for vehicles believed to be out of commerce.
INFINITI is working to identify vehicles that have been scrapped or are otherwise no longer in use.
By enhancing vehicle status information, INFINITI is focusing outreach efforts on vehicles still on the road to better prepare parts supply and allocation.

Enhanced Vehicle Owner Identification

INFINITI uses a variety of owner characteristic and demographic data to direct specific outreach methods, messaging, frequency.
INFINITI is refreshing customer data on a monthly basis in an effort to identify and contact the most recent vehicle owner.
INFINITI is currently conducting several pilot programs focused on obtaining improved customer contact information for challenging cases. The customer outreach program includes mail, email and outbound phone calls using the enhanced data.

Enhanced Outreach Strategies Identification

INFINITI periodically evaluates market research findings to understand key obstacles preventing customers from having the Takata recall remedy completed, and to identify approaches that can increase recall remedy completions.

Dealerization Activities

INFINITI provides retailers with the data and tools enabling them to conduct targeted outreach to vehicle owners within their customer base.
INFINITI provides “missed opportunity” reports to retailers informing them of vehicles with an open Takata recall that visited a retailer and did not have the repair within the last 90 days. Retailers use this report for follow-up outreach on vehicles known to be on the road.
INFINITI continues to host webinar sessions with regional personnel to promote awareness to the full Takata Outreach Plan, deploy new initiatives and to share best practices.
In June 2019, INFINITI implemented a formal campaign deferment reporting process allowing retailers to document unrepairable vehicles.
In an effort to expand retailer outreach opportunities and reduce owner inconvenience, INFINITI has provided two mobile repairs vans to supplement ongoing canvassing programs in the Dallas and Houston, Texas areas.
Mobile repair and/or valet service are available at select, participating retailers.

INFINITI Internal Call Center

INFINITI's internal call center has dedicated full-time agents for the Takata recall, primarily responsible for outbound calls to individual owners, inbound calls resulting from select outreach communications, and coordination of towing and rental.
In September 2019, the call center utilizes an enhanced workflow to prioritize outreach for affected vehicles with new owner contact data, including an automated email notification and a multi-call attempt strategy.
The call center operates 6 days per week and accepts calls until 11pm Eastern on weekdays to accommodate the west coast time zone.

Unique Customer Mailer

INFINITI is conducting a certified letter mail campaign for higher risk vehicles to urge vehicles owner to schedule an appointment for the free repair and to validate customer contact information and vehicle status.
INFINITI is using the INFINITI One to One Rewards (NOTOR) customer loyalty program e-newsletter as a means to inform affected vehicle owners of the open Takata recall and need to schedule the free repair.

State Department of Motor Vehicle (DMV) Engagement

INFINITI supports a collaborative strategy of jointly approaching DMVs with other affected OEMs to achieve the most cooperation from state DMVs nationally. During CY2019, INFINITI led efforts with the states of Tennessee and Virginia to obtain approval for affected OEMs to conduct DMV mailings using OEM customer data.
Recent successful DMV mailings as of June 2020 include:
○Alabama, Arkansas, Florida, Georgia, Kentucky, Louisiana, Michigan, Minnesota, Mississippi, Nebraska, New York, North Carolina, Ohio, Pennsylvania, South Carolina, Virginia and Wisconsin
An additional 8-10 states are expected to approve DMV mailings in the coming months.
In addition to state DMV mailings, INFINITI has participated in several special district mailings coordinated by the Monitor located in the following areas:
○Compton California Water District
○Houston Department of Neighborhoods, Texas
○California Bureau of Automotive Repair
○City of La Puente, California
○City of Miramar, Florida
Nissan plans to participate in the upcoming Fort Bend County, Texas mailing and the Virginia E-ZPass email communication planned for later this year.

Motor Vehicle Insurer Engagement

Since July 2018, INFINITI has partnered with three national insurance companies to conduct letter mailing campaigns to their customers affected by the Takata airbag recall. In total, approximately 24,000 letters have been mailed, resulting in nearly 4,300 Takata repairs within 10 weeks of the mailings.
INFINITI continues to seek out additional insurance company partnerships to engage in similar letter mailing campaigns or other customer outreach initiatives.

Canvassing and Mobile Repair

In March 2020, INFINITI launched a canvassing program, in conjunction with partner companies, in the Dallas/Ft. Worth and Houston, Texas markets. The program utilizes license plate recognition data to identify “high confidence” VINs in the target areas and provides sighting history data to locate affected vehicle owners. Canvassers work directly with vehicle owners and local retailers to assist with repair coordination and completion.
INFINITI recently provided two local retailers with a mobile repair van in an effort to optimize Takata recall completions through canvassing efforts. Canvassers work directly with each retailer – one in Dallas/Ft. Worth and one in Houston, Texas - to schedule mobile repair appointments.

Behavioral Segmentation

INFINITI is implementing segmentation strategies tailoring outreach efforts to individual preferences through messaging, creative content, communication channel, and cadence of communication.

Community Awareness and Advocacy

In early August 2019 through June 2020, SafeAirbags.com launched a national mass media campaign featuring Morgan Freeman as its spokesperson. The campaign included television (national broadcast news, cable, and Hispanic networks) as well as radio advertisements. The messaging asked viewers and listeners to visit SafeAirbags.com to see if he or she owns an affected vehicle and, if so, to schedule a repair appointment. INFINITI supplemented the campaign with social media posts on Facebook and Twitter.
In October 2019, INFINITI launched a Chick-Fil-A rewards program for INFINITI employees to promote locating affected vehicles and notifying owners of an open Takata recall. Chick-Fil-A meal item gift cards are provided to employees dependent on their level of participation outlined below:.
○Level 1 – one (1) gift card for downloading the Airbag Recall app;
○Level 2 – one (1) gift card for each open Takata recall VIN submission; and
○Level 3 – four (4) gift cards for each VIN remedy within sixty (60) days of submission.
INFINITI continues to host “Bloggin’ Mamas Safety Academy” events targeting Hispanic bloggers, covering various vehicle safety topics including VIN checks for open recalls. These events allow INFINITI to raise awareness of the Takata recall within a targeted population segment and educate the public on how to search a VIN using www.nhtsa.gov/recalls.

Employee Engagement Initiatives

Annually, INFINITI highlights the Takata recall at its Quality Events, attended by thousands of employees at multiple North America locations. The 2019 Takata recall awareness booth features the Morgan Freeman video, Check to Protect promotional materials and information alert pocket cards with tear-off notification cards to leave with affected vehicle owners. INFINITI launched an employee awards program at the October 2019 NNA headquarters event in Franklin, TN. Employees will earn free Chick-Fil-A food items by downloading the www.Airbagrecall.com app, notifying affected vehicle owners and successfully completing the Takata recall.

Additionally, INFINITI utilizes its corporate and manufacturing newsletters and corporate TV channel to periodically remind employees to encourage family and friends to check their vehicle status and schedule the free repair immediately if affected.

Removal of Inflators from Used Vehicle and End of Life Markets

INFINITI targets online platforms selling vehicles subject to the Takata recalls to notify sellers of the open Takata recall, the safety risk and actions to take. Upon identification of an affected listing, the seller is notified via email and phone and requested to immediately schedule a repair appointment. If the vehicle has already been sold, the seller is requested to provide new owner contact information.
INFINITI continues its salvage yard collection initiative to collect and dispose of recalled airbag modules and has expanded it to collect photo-evidence of deployed and missing airbags.
INFINITI continues to see successful results from this program.

Removing Barriers to Customer Inconvenience

A free loaner vehicle, towing service or other alternate transportation may be available. Mobile repair may also be available in select areas. Please inquire if needed when you call to schedule your repair.

INFINITI Recall Lookup Tool

Check if your vehicle is affected and to obtain instructions specific to your vehicle.

INFINITI Recall Lookup Tool