Takata airbag safety recall

• Nissan continues to conduct unique mailing outreach activities using enhanced address data. Nissan uses a variety of owner characteristic and demographic data to direct specific outreach methods, messaging, and frequency.
• Nissan is refreshing customer data on a monthly basis in an effort to identify and contact the most recent vehicle owner.
• Nissan is currently conducting several 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.

• Nissan 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.

• Nissan can provide alternate transportation if necessary to help minimize wait time and any inconvenience.

• Nissan dealers are prepared to provide free towing; options including free mobile repair, or a free loaner car are also available in select locations.

• Nissan provides dealers with the data and tools enabling them to conduct targeted outreach to vehicle owners within their customer base.
• Nissan provides “missed opportunity” reports to dealers informing them of vehicles with an open takata airbag recall.
• Nissan continues to collect campaign deferment submissions from dealers to document unrepairable vehicles.
• Mobile repair and/or valet service are available at select, participating dealers.

• Nissan’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.
• The call center utilizes an enhanced workflow to prioritize calls until 11pm Eastern on weekdays to accommodate the west coast time zone.
  

• Nissan implemented a monthly dual language mailer for vehicle owners where customer data indicates a non-English language preference. In addition to Spanish, nine (9) other languages are now available including:

- Simplified Chinese

- Traditional Chinese

- Hong Kong Chinese

- Hmong

- Japanese

- Korean

- Tagalog

- Vietnamese

• Nissan is mailing a letter monthly to customers through March 2025 as part of the Do-Not-Drive (DND) Warning for affected Sentra and Pathfinder vehicles. This DND specific letter emphasizes the safety risk and the urgency to have the Takata recall repair performed.

• Nissan supports a collaborative strategy of jointly approaching DMVs with other affected OEMs to achieve the most cooperation from state DMVs nationally.
• To date, Nissan has partnered with 29 states and Puerto Rico to conduct DMV mailings using OEM customer data, and 12 states have supported more than one mailing. Efforts continue to expand the number of states engaged and pursue multiple DMV mailings to remaining unrepaired populations.

• Nissan continues its engagement to conduct a canvassing and mobile repair program, targeting affected vehicle owners in multiple markets. Vehicle owners in select markets have the option of the Takata recall repair being performed at the dealership or by mobile repair for their convenience.

• Nissan 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. 
• Nissan 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. Nissan continues to see successful results from this program.