GARMIN Navigation Unit Warranty Extended On Select SUZUKI Models (SI-27)

Publication date: 2017-06-30
Reference number: SI-27

GARMIN NAVIGATION UNIT WARRANTY EXTENDED ON SELECT SUZUKI MODELS

TECHNICAL SERVICE BULLETIN

Reference Number(s): SI-27, Date of Issue: June 30, 2017

SUZUKI:

2013 Grand Vitara (JB424W), Kizashi (A6B424), SX4 (RW420)

SERVICE INFORMATION

Affected Models: Select Grand Vitara, Kizashi, SX4 Models

Affected Departments: Management, Service

It has come to Suzuki's attention that certain 2013 model-year Grand Vitara, Kizashi or SX4 models with the Garmin in-dash navigation units may experience one or more of the following concerns:

Constant reboot or freeze on startup
Random reboot
Touch screen goes to calibration mode (6-point calibration)
"Image not found" message is displayed
"Can't unlock maps" message is displayed
Text displayed on the radio preset buttons is not correct
Max radio volume on power up (loud voice at startup)
Intermittent reboot when removing USB memory with media

Due to the concerns above, Suzuki is extending the warranty on Garmin navigation units to six years on affected models, regardless of mileage from the date of retail sale. Please see pages 12-13 for a copy of the letter that Suzuki Motor of America, Inc., is sending to customers of potentially affected models.

If a customer brings an affected model to your facility with one or more of the concerns identified above, please refer to this Technical Service Bulletin for the appropriate diagnosis and repair.

Affected Models: 2013 Grand Vitara (JB424W)

2013 Kizashi (A6B424)

2013 SX4 (RW420)

CORRECTIVE ACTION

If the above symptoms occur, please download and install Garmin Software Version 4.10 in the navigation unit, then submit a warranty claim through Suzuki Connect.
If Software Version 4.10 is already installed and these symptoms still occur, replace the navigation unit with a new one, then submit a warranty claim through Suzuki Connect.

NOTE: Some symptoms require specific actions to successfully repair the unit. In addition to the software update, refer to SECTIONS A through E to ensure the issue is resolved.

SYMPTOMS AND APPROPRIATE REPAIR PROCEDURES

Symptom

Software Ver. 4.00 is installed or version cannot be determined

Software Ver. 4.10 is installed

1) Constant reboot or freeze on startup

Procedures C and E

Replace the navigation unit ⁽¹⁾

2) Random reboot

Procedures A and E

Replace the navigation unit ⁽¹⁾, ⁽²⁾

3) Touch screen goes to calibration mode (6-point calibration)

Procedures D, A and E

4) "Image not found" message is displayed

Procedures C and E

Replace the navigation unit

5) "Can't unlock maps" message is displayed

Procedures A, B and E

Replace the navigation unit

6) Text display on the radio preset buttons is not correct

Procedures A and E

Replace the navigation unit ⁽¹⁾, ⁽²⁾

7) Max radio volume on power up (loud voice at startup)

Procedures A and E

Replace the navigation unit ⁽¹⁾, ⁽²⁾

8) Intermittent reboot when removing USB memory with media

Procedures A and E

Replace the navigation unit ⁽¹⁾, ⁽²⁾

⁽¹⁾	See the NAVI UNIT REPLACEMENT INSTRUCTIONS further below in this bulletin.

⁽²⁾	Exception: Do not replace the navigation unit if it reboots due to low battery voltage while starting (cranking) the engine.

REPAIR PROCEDURES

Procedure A - Update the unit Software to Version 4.10

Procedure B - Recovering a Unit with "Can't Unlock Maps" Message

Procedure C - Forced Update to Recover a Unit with Constant Reboot or Freeze on Start-up

Procedure D - Recovering a Unit Showing the White 6-point Calibration Screen when Powering On

Procedure E - Verify the Update or Recovery was Successful

ORDERING PARTS

Use the normal parts ordering procedure through Suzuki Connect.

PARTS ORDERING INFORMATION

PARTS INFORMATION

Model	Part Description	Part Number	Quantity
2013 Grand Vitara (JB424W)	UNIT ASSY, NAVI	39920-61M86-ZCA	1
2013 Kizashi (A6B424)
2013 SX4 (RW420)

WARRANTY INFORMATION

For Installation of Software Version 4.10:

WARRANTY INFORMATION

Model	Model Year	Part Description	Part Number	Flat Rate	Campaign Number
2013 Grand Vitara (JB424W)	2013	UNIT ASSY, NAVI	39920-61M86-ZCA	0.4 HR	ZL
2013 Kizashi (A6B424)	2013	UNIT ASSY, NAVI	39920-61M86-ZCA	0.4 HR	ZL
2013 SX4 (RW420)	2013	UNIT ASSY, NAVI	39920-61M86-ZCA	0.4 HR	ZL

For Navigation Unit Replacement and Installation of Software Version 4.10:

WARRANTY INFORMATION

Model	Model Year	Part Description	Part Number	Flat Rate	Campaign Number
2013 Grand Vitara (JB424W)	2013	UNIT ASSY, NAVI	39920-61M86-ZCA	1.3 HR	ZL
2013 Kizashi (A6B424)	2013	UNIT ASSY, NAVI	39920-61M86-ZCA	1.2 HR	ZL
2013 SX4 (RW420)	2013	UNIT ASSY, NAVI	39920-61M86-ZCA	1.3 HR	ZL

WARRANTY CLAIM PROCESSING

Submit a warranty claim for the repair immediately upon completion of the repair. This Technical Service Bulletin requires you to file a warranty claim using ONE of the methods described below.

Suzuki Connect Short Campaign Claim

A Short Campaign Claim will reimburse you for 0.4 hour labor to install Software Version 4.10.

GARMIN NAVIGATION UNIT SOFTWARE INSTALLATION SUZUKI CONNECT SHORT CAMPAIGN CLAIM INSTRUCTIONS

CLAIM INFORMATION

CLAIM NUMBER: XXXXX, X (Service Provider enters number)

ENTRY TYPE: Vehicle Identification Number (VIN)

VEHICLE IDENTIFICATION NUMBER: XXXXXXXXXXXXXXXXX

REPAIR DATE: Enter date of repair

MILEAGE: Enter mileage at time of repair

CAMPAIGN NUMBER ZL

VARIATION CODE: JB

Suzuki Connect Long Campaign Claim

The Long Campaign Claim will reimburse you for 1.3 hour labor (1.2 hour labor only for Kizashi - A6B424) to replace the navigation unit and to install Software Version 4.10. A Long Campaign Claim requires prior authorization from your Suzuki District Service and Parts Manager (DSPM).

GARMIN NAVIGATION UNIT REPLACEMENT & SOFTWARE INSTALLATION SUZUKI CONNECT LONG CAMPAIGN CLAIM INSTRUCTIONS

CLAIM INFORMATION

CLAIM NUMBER: XXXXX, X (Service Provider enters number)

ENTRY TYPE: Vehicle Identification Number (VIN)

VEHICLE IDENTIFICATION NUMBER: XXXXXXXXXXXXXXXXX

REPAIR DATE: Enter date of repair

MILEAGE: Enter mileage at time of repair

CAMPAIGN NUMBER ZL

VARIATION CODE: JK

LABOR OPERATION: SK9999

LABOR HOURS: 1.3 HR (1.2 HR for Kizashi)

PARTS INFORMATION

FAILED PART NUMBER: 39920-ZLXXX

REPLACEMENT PARTS: AS AUTHORIZED

AUTHORIZATION NUMBER: (Issued by DSPM)

FAILURE DESCRIPTION

DESCRIPTION OF DEFECT: Software update ineffective

DESCRIPTION OF REPAIR: Replaced navigation unit

Check the version of the software

With the navigation unit turned ON, press Agree; select the Spanner Symbol on the operation menu - the screen will change to the setting menu.
Select System on the setting menu - the system screen will appear. Then press About - the software version is then displayed.

PROCEDURE A - UPDATE THE SOFTWARE TO VERSION 4.10

With the navigation unit turned ON, open the settings screen, then insert a blank SD card with a minimum of 4GB of free space. (If the SD card has files for a prior update, be sure to clear it before inserting it into the navigation unit.)
Open the system screen and select About, then select Update .
The system will automatically transfer the navigation unit ID to the SD card for reference by the Garmin web portal. When it finishes, select OK and remove the SD card, then turn the vehicle's ignition switch to ACC OFF .
Insert the SD card into a PC and go to https://suzuki.garmin.com/suzuki/. Then select GO next to Updates and Add-Ones, and follow the automatic prompts.
Select Download to add the updated software to the SD card. Then remove the SD card and take it back to the vehicle.
In the vehicle, turn the ignition switch to ACC ON and insert the SD card with the updated software. Allow the navigation unit to initiate and complete the software update. The splash screen below will appear during the loading process, and will then return to the warning screen when the update is complete.
NOTE: It may take up to five minutes for the software update process to begin, and it may take up to 15 minutes for the process to be completed.
After the process is complete, the "Can't unlock maps" message may still be present.
- If the navigation unit does NOT show "Can't unlock maps" after pressing Agree, the update is finished - go to step 8 below.
- If the navigation unit DOES show "Can't unlock maps," do not remove the SD card -go to Procedure B, step 2.
With the navigation unit turned ON, select Agree > Tools > Settings .
On the settings screen, select About - the software version will appear.
After confirming the software version, remove the SD card and retain it for other navigation units that may need to be updated.
Go to PROCEDURE E to confirm the system functions normally.

PROCEDURE B - RECOVERING A UNIT WITH "CAN'T UNLOCK MAPS" MESSAGE

If "Can't unlock maps" message is showing, press OK .
With the SD card still inserted in the navigation unit, open the system screen under the wrench icon and select About. Enter the "Inline Diagnostics" hidden menu by pressing each location of the screen in the order indicated in the image below.
Select Copy Maps Unlocks .
The navigation unit will verify the map unlocks have been updated - remove the SD card, then select OK. The navigation unit automatically restarts to complete the process.
If the update process is interrupted:
1. It is not necessary to download the software again.
2. Be sure the vehicle's ignition switch remains turned ON with the navigation unit turned ON.
3. Remove and then re-insert the SD card with the updated software.
4. Allow the system to begin the update process automatically.
Remove the SD card.

PROCEDURE C - FORCED UPDATE TO RECOVER A UNIT WITH CONSTANT REBOOT OR FREEZE ON START-UP

With the ignition switch turned to ACC OFF , insert an SD card that already has the version 4.10 software update file. Press and hold the upper left corner of the display, then turn ACC ON . Continue holding the upper left corner of the display until the unit shows the "Loader Loading" screen appears.
"Loader Loading" will appear on the display. When the update is finished, the navigation unit will return to the warning screen, which shows the agree button.
NOTE: It may take up to five minutes for the software update process to begin, and it may take up to 15 minutes for the process to be completed.
After the update is complete:
- If the "Can't unlock maps" does NOT appear after pressing Agree, the software update is complete. Go to step 4 below.
- If "Can't Unlock Maps" still appears, replace the navigation unit. See the NAVI UNIT REPLACEMENT INSTRUCTIONS further below in this bulletin.
Remove the SD card
Go to PROCEDURE E .

PROCEDURE D - RECOVERING A UNIT SHOWING THE WHITE 6-POINT CALIBRATION SCREEN WHEN POWERING ON

With the Navigation Unit ON, the calibration screen will appear.
Carefully press the center of the dot. The navigation unit will present a series of screens with the dot in different areas of the screen. At least 6 presses will be necessary, but more may be required depending on how accurately the dots are pressed.
Continuing carefully pressing the dots until the unit has acquired the necessary alignment.
When the calibration is complete, "Agree" will appear on the screen, and the navigation unit is ready for use.
Go to PROCEDURE A to update the software.

PROCEDURE E - VERIFY THE UPDATE OR RECOVERY WAS SUCCESSFUL

Remove the SD card from the navigation unit.
Turn the ignition switch OFF and wait two minutes to ensure the unit is completely powered down.
Turn the ignition switch to ACC ON .
If the white screen showing 6-point calibration is presented, go to PROCEDURE D .
Verify the "Agree" screen appears, then select OK and confirm that the navigation unit shows the radio operation screen or the navigation screen.
If "Can't unlock maps" appears, go to PROCEDURE B .
Use the radio operation screen to tune to a local radio station:
1. Verify the operation of the radio volume control and tuning.
2. If the customer has radio presets set, select a few and verify the radio functions normally.
3. While using the radio operation screen, confirm the touch screen is functioning normally.
Use the navigation screen:
1. Press View Map and review the map and location display.
  NOTE: Some recovery actions may reset the saved location. If the location is not correct, move the vehicle outside for GPS reception.
2. Pan and zoom in and out on the map to ensure it functions normally.
3. Return to the navigation operation screen.
4. Select Where To ?
5. Search for a local address.
6. Search for a nearby point of interest, such as a restaurant or a gas station.
7. If you selected Go and started guidance to any search, stop routing by pressing Stop Route .
If the Navigation Unit behaves as expected in steps 1- 8, the update is complete. Turn ACC OFF. If the Navigation Unit does not demonstrate a successful update, please replace the unit.

See the NAVI UNIT REPLACEMENT INSTRUCTIONS further below in this bulletin.

GARMIN NAVIGATION (NAVI) UNIT REPLACEMENT INSTRUCTIONS

Grand Vitara Navi Unit Replacement

Record the customer's pre-set radio stations.
Turn the ignition ON in order to move the transmission shifter into L.
Remove the negative battery cable.
To access the navi unit's fasteners, remove the two instrument panel center side garnish moldings. To avoid damaging the garnish, do the following:
1. Place a PLASTIC wedge tool between the side garnish molding and the lower console, and gently pry up the side garnish.
2. Continue to pry the garnish molding up, working the molding forward and up.
3. When the molding is nearly released from the dash structure, pull the last UPPERMOST retaining tab down to release it.
  
  NOTE: The protruding molded-in tab penetrates and locks into the slot shown.
With both side garnishes removed, place a shop towel on the lower center console for protection. Remove the eight screws identified.
NOTE: Two of the screws are shorter and have a blunt nose -these two are used in the lower HVAC panel location.
Pull the navi unit and the HVAC control panel out from the center dash. On each side of the navi unit are two screws securing the navi unit to the center console structure - remove all four of these screws, then remove the navi unit far enough to access the electrical connections.
There are six electrical connections on the navi unit. The green connector is not used on this model.
NOTE: All the navi wiring harnesses are routed over the top of the dash structure cross support.
When reassembling the components, be certain the harnesses are routed over the top of the cross bar as displayed.
Remove the six screws (three per side) that secure the navi unit to the attaching bracket.
Install the replacement navi unit using the steps listed above in the reverse order.
Confirm proper operation of the replacement navi unit.
Reprogram the customer's preset radio stations.

SX4 Navi Unit Replacement

Record the customer's pre-set radio stations.
Remove the negative battery cable.
To access the navi unit fasteners, remove the two instrument panel center side garnish moldings.

To avoid damaging the garnish moldings, do the following:
1. Place a PLASTIC wedge tool between the side garnish molding and the dash panel as shown.
2. Gently pry to the side garnish to separate it from the dash.
3. Continue to pry the side garnish, moving it from the bottom to the top. Once it's released, pull the garnish straight out.
Remove the four screws that secure the navi unit to the dash structure.
Remove the six electrical connectors from the rear of the navi unit.
NOTE: The green connector cavity is not used on this vehicle model.
Place the navi unit face-down on a shop towel. Remove the four screws, which secure the navi unit, from the garnish face and trim.
Install the replacement navi unit using the steps listed above in the reverse order.
NOTE: When re-installing the side garnish, start at the bottom clip and work your way to the top.
Confirm proper operation of the replacement navi unit.
Reprogram the customer's preset radio stations.

Kizashi Navi Unit Replacement

Record the customer's preset radio stations.
Remove the negative battery cable.
Open the lower center console door and grasp the HVAC Control Panel from the bottom. Then pull firmly and straight out to release the retaining tabs.
Release the single electrical connector on the HVAC control panel and set the control panel aside.

NOTE: The HVAC Control Panel contains 4 retaining clips.
Remove the two screws securing the lower portion of the navi unit.
NOTE: Suzuki recommends using a magnetic tip screw driver as the attachment screws can easily fall into the lower dash interior.
Reach into the dash interior and push the navi unit straight out from behind.

NOTE: The navi unit contains four plastic retaining clips (one at each corner). Three are visible in this image.
Remove the seven electrical connectors from the navi unit.
Cover the working surface with a shop towel to prevent scratching the navi unit trim plate. Remove the six screws (three per side) that secure the navi unit to the mounting bracket.
The four screws securing the face plate to the mounting bracket do not need to be removed.
Install the replacement navi unit using the steps listed above in the reverse order.
Confirm proper operation of the replacement navi unit.
Reprogram the customer's preset radio stations.

CUSTOMER NOTIFICATION LETTER

SUZUKI MOTOR OF AMERICA, INC.

VIN

NAME STREET

CITY, STATE, ZIP

SPECIAL COVERAGE EXTENSION

Dear Suzuki Owner:

This letter is to announce Special Coverage Extension Code: ZL

As the owner of a Suzuki automobile, your continued satisfaction with our product is very important to us.

Suzuki Motor Corporation has determined that certain 2013 Suzuki Grand Vitara, Kizashi and SX4 vehicles may have a condition where the in-dash Garmin Navigation radio exhibits one or more of the following conditions:

Constant reboots or display freezes at initial start-up
Random reboots
The touch screen calibration mode initiates at start-up
The "Image not found" message appears
The "Can't unlock maps" message appears
The text displayed for pre-set stations is incorrect
Radio volume is very high at initial startup
The system intermittently reboots when removing USB memory with media

Suzuki will provide a special coverage extension for the above conditions for 6 years from the vehicle in-service date regardless of the vehicle's mileage. Upon inspection by an authorized Suzuki Service Center, updating the software or a complete replacement of the Garmin Navigation unit may be necessary. These repairs will be performed at a Suzuki Service Provider at no cost to you for parts and labor.

Please keep this letter for future reference or to provide it to the future owner. Diagnosis or repairs for conditions other than those specified above are not covered under this special extended coverage program. This specific coverage extension does not extend your basic 36 month, 36,000 mile limited warranty, nor the 7 year, 100,000 mile powertrain limited warranty. According to our records, the subject vehicle will be eligible for this repair through [expiration date of customer's warranty].

No action is required by you unless one or more of the conditions identified above is present.

If one of the above conditions currently exists, please contact your Suzuki Service Provider to schedule an appointment for this special coverage extension. To locate your nearest Suzuki Service Provider, please visit our website at http://www.suzukiauto.com or call (714) 572-1490. The online Service Provider locator includes driving instructions and maps.

If your Suzuki Service Provider has a number of vehicles awaiting service, there may be additional time required.

If your Suzuki Service Provider does not make the correction without charge and within a reasonable period of time, contact the Suzuki Automotive Customer Relations Department at (714) 572-1490.

If your vehicle is included in the special coverage extension and you have paid for repairs after the expiration of the 3-year, 36,000-mile warranty caused by any of the conditions identified above, you may be eligible for a full or partial reimbursement. Please note the following qualifiers:

Only repairs that are the subject of this special coverage extension are reimbursable. No other Garmin navigation defects will be considered. Additional expenses such as, but not limited to: Restoring the vehicle to a repairable standard to complete this special coverage extension because of damage, modification or rust, normal wear and tear, towing, rental, accommodations, etc., will not be reimbursed.
Reimbursement is limited up to the current Manufacturer's Suggested Retail Price (MSRP) on parts and the Suzuki bulletin published flat rate labor time allowance for this repair based on a reasonable hourly rate in your area.
An owner is not eligible for reimbursement if the expenses for the repairs are performed more than 10 days after the date of the owner notification letter sent by Suzuki.
Reimbursement claims may be excluded if inadequate documentation is submitted by the claimant. Repair date, repair mileage, replaced part number, Vehicle Identification Number (VIN), and diagnostic documentation of specific conditions are required on the repair order to be considered for reimbursement.

To request reimbursement from a previous customer pay repair, contact the Suzuki Automotive Customer Relations Department, PO Box 1100, Brea, CA 92822-1100 or call (714) 572-1490. We will request an original receipt or copy of the receipt for the special service extension repair or replacement, and your owner notification letter.

We sincerely regret any inconvenience this special coverage extension may cause, but we are certain you understand our interest in your continued satisfaction with your Suzuki vehicle.

Sincerely,

Suzuki Motor of America, Inc.