Nissan Air Bag Safety Video

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 Nissan dealerships
  • Replacement parts are available for all affected Nissan 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 1-888-546-1048 now to schedule your free recall repair

ONGOING CUSTOMER NOTIFICATION EFFORTS[[2190]]

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Enhanced Vehicle Status Identification

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

Enhanced Vehicle Owner Identification

  • Nissan uses a variety of owner characteristic and demographic data to direct specific outreach methods, messaging, 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 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

  • 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.

Dealerization Activities

  • 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 recall that visited a dealer and did not have the repair within the last 90 days.  Dealers use this report for follow-up outreach on vehicles known to be on the road.
  • Nissan 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, Nissan implemented a formal campaign deferment reporting process allowing dealers to document unrepairable vehicles.
  • In an effort to expand dealer outreach opportunities and reduce owner inconvenience, Nissan 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 dealers

Nissan Internal Call Center

  • 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.
  •  In September 2019, the Nissan internal call center launched 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 utilizes an enhanced workflow to prioritize calls until 11pm Eastern on weekdays to accommodate the west coast time zone.

Unique Customer Mailer

  • Nissan 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.
  • Nissan is using the Nissan 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

  • Nissan supports a collaborative strategy of jointly approaching DMVs with other affected OEMs to achieve the most cooperation from state DMVs nationally.  During CY2019, Nissan 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, Nissan 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, Nissan has partnered with three national insurance companies to conduct letter mailing campaigns to their customers affected by the Takata airbag recall. approximately 24,000 letters have been mailed, resulting in nearly 4,300 Takata repairs within 10 weeks of the mailings.
  • Nissan 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, Nissan 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 dealers to assist with repair coordination and completion.
  • Nissan recently provided two local dealerships with a mobile repair van in an effort to optimize Takata recall completions through canvassing efforts.  Canvassers work directly with each dealership – one in Dallas/Ft. Worth and one in Houston, Texas - to schedule mobile repair appointments.

Behavioral Segmentation

  • Nissan 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 April 2019, Nissan launched a video public safety announcement about the Takata recall featuring former Tennessee Titan, Eddie George, and company leaders sharing how employees, owners and the community can help create awareness and possibly save someone’s life.  The 3-minute video creates a call to action in a “pay it forward” fashion, promoting use of the airbag recall app.  The video is posted on the Nissan and INFINITI Takata Airbag Inflator Resource Center websites.
  • 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.  Nissan supplemented the campaign with social media posts on Facebook and Twitter.
  • In October 2019, Nissan launched a Chick-Fil-A rewards program for Nissan 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.
  • Nissan 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 Nissan 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, Nissan 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.   Nissan 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.
Nissan Takata Recall Booth
  • Additionally, Nissan 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

  • 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.

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.
  • Nissan launched the MyNissan mobile application for iOS and Android users in October 2019. A key feature of the app is that it notifies Nissan owners of open recall and service campaigns.  The app displays the number of open campaigns and content details found on the VIN Look-up.  Nissan owners can schedule a repair appointment through the app. The MyNissan app can be downloaded via the How Can You Help? section of this website.
My Nissan App
My Nissan App