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
Call 1‐888‐387‐5947 now to schedule your free repair
Ongoing Customer Notification Efforts [[5395]]
INFINITI Recall Lookup Tool
Enhanced Vehicle Status 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 vehicles still on the road to better prepare parts supply and allocation.
Enhanced Vehicle Owner Identification
Using owner trends and demographic data, INFINITI is preparing to launch specific outreach efforts tailored to behavioral characteristics of individual owners.
INFINITI is also reviewing customer data to identify highest volume fleet, business and government entities.
INFINITI is refreshing customer data on a monthly basis in an effort to identify and contact the most recent vehicle owner.
Enhanced Outreach Strategies Identification
In September 2018, INFINITI concluded a market research study to identify key obstacles preventing customers from having the Takata recall remedy completed, and to identify approaches that can increase recall remedy completions.
INFINITI is implementing recommendations from the study into its current outreach strategy and future activity considerations.
Dealerization Activities
In July 2018, all 211 U.S. INFINITI retailers began retailer-led activities to reach affected customers. These outreach activities include phone calls, emails, and letters directly from local retailers to local customers.
In August 2018, webinar sessions were initiated with regional personnel to share the full Takata Outreach Plan for increased awareness and alignment of activities. Webinars continue to promote ongoing awareness and share best practices.
In October 2018, INFINITI began a limited time free oil change incentive program for higher risk vehicles to encourage affected customers to schedule an appointment to repair unremedied vehicles.
In December 2018, INFINITI engaged a 3rd party vendor to perform mobile repair on behalf of INFINITI retailers within key markets in Texas, California, Georgia and Florida.
In December 2018, INFINITI provided Takata information alert pocket cards to employees of all INFINITI retailers for distribution to customers.
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.
Ten (10) additional agents were added in December 2018 with plans to expand further.
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.
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.
Independent Repair Facilities (IRFs)
Beginning in May 2018, INFINITI launched a six-month Aftermarket Monitoring and Alert program. The program alerted vehicle owners and IRFs of the open Takata recall when a VIN was detected upon arrival at one of the approximately 20,000 IRFs within our vendor’s network. This program scope included 442,316 active unremedied VINs.
INFINITI is launching a similar Active Recall Notification Service with wider IRF network coverage. This service will allow vehicle owners to be notified of an open recall when they visit one of the 30,000+ repair shops.
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 successes include DMV mailings in Louisiana, New York, Michigan and Virginia. Commitments to participate in a mailing have been received from several other states and preparations for launch are being finalized.
In December 2018, INFINITI participated in a Tribal Nations letter campaign conducted by multiple OEMs. This is a first-of its-kind outreach effort focused on 582 tribal nation leaders across the country. A promotional flyer and a strong call to action were provided to support community awareness and recall remedy completion.
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 reaching out to additional insurers requesting their participation in a similar letter mailing campaign.
Canvassing Pilot
INFINITI participated in a joint canvassing pilot in the Ft. Lauderdale, Florida area to locate affected vehicle owners and assist with repair coordination and completion. Nearly 800 vehicles were targeted within the canvas area.
INFINITI is implementing segmentation strategies tailoring outreach efforts to individual preferences through messaging, creative content, communication channel, and cadence of communication.
INFINITI is implementing strategies to identify and effectively outreach to commercially-owned affected vehicle populations.
Community Awareness and Advocacy
In late October 2018, INFINITI concluded a three month Hispanic community awareness program in Grand Prairie, Texas and Nashville, Tennessee. Community partnerships and local events were used to reach affected vehicle owners through trusted sources, socially-influential media outlets and online presence.
INFINITI is launching a public safety announcement video about the Takata recall and how employees, owners and the community can help create awareness and possibly save someone’s life. The video creates a call to action in a “pay it forward” fashion, promoting use of the airbag recall app.
INFINITI was proud to expand its involvement this year in the Junior Achievement STEM (Science, Technology, Engineering and Math) Summits held at multiple local middle and high schools near Nashville, Tennessee. In addition to the career panel presentations, students are provided an overview of Takata Airbag Recalls and receive information cards as well as footballs with the Airbagrecall.com logo. Students are encouraged to spread the message to family and friends. The messaging and call to action are also provided to administrative and educator staff.
INFINITI hosts “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. Beginning in October 2018, the airbag recall app was added to the curriculum as an alternate method to check for recalls and attendees are provided Takata information alert pocket cards.
INFINITI participated in the multi-OEM Airbag Recall: Operation Find & Fix “grassroots blitz” efforts in the San Fernando Valley, California and Houston, Texas areas from June through December 2018. These were intensive, collaborative community outreach programs aimed at increasing recall awareness and vehicle remedy completion.
Employee Engagement Initiatives
Annually, INFINITI highlights the Takata recall at its Quality Events, attended by thousands of employees at multiple North America locations. In 2018, the airbag recall “Are You At Risk?” interactive booth was showcased, educating employees on how to use the airbag recall app. Information alert pocket cards were provided to all attendees with a call to action to leave cards with affected vehicle owners.
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.
INFINITI initiated an inter-departmental incentive program in late September 2018, the Takata Go Challenge. Employees are encouraged to use the airbag recall app to identify affected vehicles and notify vehicle owners of the open Takata recall. For each identified vehicle repair completion, the employee receives a reward. INFINITI is studying potential expansion of the Takata Go Challenge to other parts of the company and the public.
Removal of Inflators from Used Vehicle and End of Life Markets
In July 2018, INFINITI began targeting 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.
In October 2018, INFINITI implemented a salvage yard collection initiative to collect and dispose of recalled airbag modules.
On December 3, 2018, INFINITI launched its partnership with a vendor to perform mobile repairs on behalf of INFINITI retailers within certain service areas.
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.
