Takata Recall Assessment Review

Your customer inquires if they can have the airbag recall repaired at a local independent repair shop. How should you answer this customer's question?

• An authorized dealer must handle all recalls.

• Provide a receipt for reimbursement once the repair is complete.

• The call will need to be escalated to the Customer Care Team (CCT).

What is the unique number used to verify that a recall affects a vehicle? Select one option.

• Mileage

• Vehicle Identification Number (VIN)

• Model

Review the list of internet addresses. Select the address of the Ford internet resource where customers can find answers to Frequently Asked Questions (FAQs) about the airbag recall.

• https://www.safeairbags.com/en/

• https://www.ford.com/support/recalls/

• https://www.airbagrecall.com/

• https://www.nhtsa.gov/equipment/takata-recall-spotlight

How do owners of Ford vehicles receive notification of current recalls? Select one option.

• A customer would need to call their dealership to determine if a recall exists for their vehicle.

• By law, Ford mails the recall letter to the last known registered owner.

• Ford calls the last known registered owner.

When does the airbag recall expire?

• Advise the customer to contact the dealership for more information.

• The repair must be completed within three months.

• Safety recalls do not expire.

Owner Letters for recalls can be found by clicking on the blue Field Service Action (FSA) number link in which resource?

• Global Contact Center Technology (GCCT)

• www.ford.com/support/

• Kronos

• Online Automotive Service Information System (OASIS)

Why did Ford issue the 19S01 recall?

• The airbags could potentially fail to deploy in a collision, resulting in injury or death.

• In the event of a collision, the airbag inflators could violently explode, spraying metal fragments hitting the driver or passengers and resulting in serious injury or death.

• The wiring to the airbag could short-circuit, resulting in a vehicle fire.

• An airbag deployment could occur and cause the customer to lose control of the vehicle.

What is the link in the Agent's Ask Ford (AAF) Knowledge Base (KB) used to locate dealerships? Select one option.

• OASIS

• Tier 1 - Find a Dealer

• Phone List

Read the sample case notes and choose the correct case status Generic Information to add to the case. Cust says: Received postcard ending in 5965. Wants to schedule appt. Text ok: Yes. Prefers to use Acton Ford in Acton, MA. Per Cust/DLR says: N/A CRC ADV: OBC to Acton Ford. Adv. SA Stephanie that call is recorded. Set Appt for mobile repair on 8/20/2020 at 10:00 am. Adv. cust of text remind on business day before appt. and that I may follow up.

• Customer Refused

• Dealer Refused

• Unable to reach

• Appointment Set

True or False? A customer with a 2006 Mustang whose Vehicle Identification Number (VIN) is included in the 15S21 recall can continue driving their vehicle until they have time to go to the dealer to complete the recall.

• True

• False