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
Free alternate transportation may be available if necessary to minimize wait time and inconvenience
Call 1‐888‐387‐5947 now to schedule your free repair.
Ongoing Customer Notification Efforts []
INFINITI Recall Lookup Tool
Enhanced VIN Identification
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 customers still on the road to better prepare parts supply and allocation.
Enhanced Vehicle Owner Identification
INFINITI is working to understand and obtain owner profiling and demographic data available to conduct segmentation analyses. These analyses will be used to tailor outreach efforts to specific groups.
INFINITI is also reviewing customer data to identify highest volume fleet, business and government entities.
Enhanced Outreach Strategies Identification
INFINITI is partnering with a market research company to identify key obstacles preventing customers from having the Takata recall remedy completed, and to uncover tactics that can increase recall remedy completions.
This initiative will include qualitative focus groups in two critical markets areas, Houston, Texas and Atlanta, Georgia, followed by retailer interviews and a nationwide quantitative survey to validate the findings. The results will be used to enhance INFINITI’s current outreach strategy.
INFINITI first launched its Takata dealerization pilot activity in July 2017, with expansion to all 212 active INFINITI retailers in February 2018. “Active” unremedied Takata VINs were disseminated with customer data for direct outreach by retailers via phone, email or letter mailing.
INFINITI Internal Call Center
In late June 2018, INFINITI expanded its internal call center in Hamilton, Ontario, dedicating 15 full‐time agents to the Takata recall.
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
In May 2018, INFINITI sent a UPS notification package to 3,887 “active” unremedied VINs in two metropolitan areas: Dallas, Texas and Atlanta, Georgia.
Independent Repair Facilities (IRFs)
Beginning May 2018, INFINITI launched a six‐month Aftermarket Monitoring and Alert program. The program alerts vehicle owners and IRFs of the open Takata recall when a VIN is detected upon arrival at one of the approximately 20,000 IRFs within our vendor's network.
The current program scope includes 442,316 active unremedied VINs.
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. Recent progress includes commitments from Louisiana, Florida, New York and Michigan to participate in a letter mailing coordinated with multiple OEMs.
Motor Vehicle Insurer Engagement
INFINITI partnered with a national insurance company to the insurance company's customers affected by the Takata airbag recall.
Approximately 3,645 letters were mailed to customers with open Takata airbag recalls in July 2018.
INFINITI is participating in a joint canvassing pilot in the Ft. Lauderdale, Florida area to locate affected vehicle owners and assist with repair coordination and completion. Based on the most recent customer data, approximately 210 vehicles have been identified in the target area, zip code 33311.
Canvassing began on July 23, 2018.
Community Awareness and Advocacy
INFINITI recognizes the necessity to identify particular cultural segments and develop strategies for effective outreach. INFINITI is currently working to conduct market/demographic analyses to finalize a strategy specific to Latino and Hispanic communities affected by the Takata recall. Initial work will be focused in a pilot market to determine the most effective community partnerships, media platforms and messaging, with potential expansion to other key markets. The pilot activity is expected to begin in August 2018.
Employee Engagement Initiatives
In 2017, INFINITI highlighted the Takata recall at its annual INFINITI Quality Event for over 4,200 employees at multiple locations:
- North American Headquarters, Franklin, TN / Oct 26-27, 2017
- Assembly Plant, Smyrna, TN / Dec 6, 2017
- Nissan Technical Center North America, Farmington Hills, MI / Jan 24, 2018
The booth included laptops where employees could enter their VIN real-time on the AIRBAGRECALL.COM website to see if their vehicle was affected. Key chains and cups with the website link were also handed out to increase Takata recall awareness.
In December 2017, INFINITI also highlighted the Takata recall at a local Isaac Middle School in Nashville, TN for Career Day. Attendees at the event were encouraged to spread the message to family and friends. We were able to reach over 500 middle school students for this event.
INFINITI will again include Takata awareness at INFINITI Quality Events in 2018.
Prevention of Sales over the Internet
INFINITI is targeting online platforms selling vehicles subject to the Takata recalls to notify sellers of the urgent recalls, safety risk and actions to take. The web scrape and crawl activity launched at the end of June 2018 and is expected to run fifteen (15) months. Upon identification of affected listings, the business or individual will be notified via email and requested to immediately contact the INFINITI Call Center to schedule a repair appointment. If the vehicle has already been sold, INFINITI requests the seller contact the INFINITI Call Center to provide new owner contact information.
INFINITI Recall Lookup Tool
Check if your vehicle is affected and to obtain instructions specific to your vehicle.