HOW TO ANSWER CLIENT QUESTIONS ABOUT NAVIGATION COVERAGE
Some clients may ask questions regarding a city, address or POI (point of interest) covered by the navigation system. It is better to verify a coverage question on an actual vehicle than to disappoint your client by promising coverage that may be incomplete or missing in their area. The following suggestions can be used to answer coverage inquiries from your client.
Is my address covered by the navigation
Using a current production vehicle (of the same model), try entering the client’s address (street first) to see if their area is covered. Always enter the street first, because sometimes their city may be included in a neighboring township, or under some larger metropolitan city name. If the address is shown in a later year vehicle, but not your client’s vehicle, you might want to recommend that your client purchase an update.
Is my city covered by the navigation system? For general questions about whether a city is covered, view the map coverage link on the DVD order site. On the site, you enter a year and model, and then click on the Coverage link. You then select a state or province, and the cities are listed. Of course, this does not guarantee that the client’s road or address is in the system. Verifying on an actual production vehicle is always the best guarantee that your information is accurate.
The gas station on my corner is now a restaurant. Why is it still incorrect in the navigation system? For POI-related client questions, explain that businesses are constantly moving, and there can be a considerable lag in updating the millions of POIs in the system. The database is updated annually, and the best way to verify whether the POI is accurate is to verify the inquiry on a current production vehicle.
Answers to these and other questions regarding coverage can be found in these locations:
In the Frequently Asked Questions section of the navigation system manual.
At the on-line DVD order site, by clicking on the FAQs link (see ORDERING A DVD).
PITFALLS WHEN INTERCHANGING NAVIGATION DVD/PARTS DURING DIAGNOSIS
When troubleshooting navigation system problems, ensure that the known-good vehicle is the same software version year and model as the vehicle being serviced. Mixing incompatible navigation DVDs or other system components can delay the troubleshooting process by causing side effects unrelated to the original problem. (See DVD LABEL COLOR IDENTIFICATION BY MODEL.)
TRANSFERRING A DVD DURING NAVIGATION CONTROL UNIT REPLACEMENT
In the unlikely event that the client’s navigation control unit is faulty, you will need to order a remanufactured replacement navigation unit (see Service Bulletin 06- 001 Audio, Navigation, and RES Unit In-Warranty Exchange, and Audio and DVD Player Out-of-Warranty Repair). The order procedure on the iN is designed to minimize unnecessary replacement of parts due to client settings, unfamiliarity with system operation, or software/database issues that cannot be resolved by hardware replacement. The form asks the following navigation information:
The client’s DVD color and version number on the label, and condition (inspection for scratches)
The client’s complaint, symptom and other details to allow duplication of the issue by the factory
The results of the diagnosis procedure per the service manual.
This information will help the Reman Center and the factory understand the problem and properly repair the core.
Replacement navigation control units do not come with a DVD because the parts center has no way of knowing the client’s current DVD version. When the new control unit arrives, and before disconnecting the original control unit, do this:
With the engine running, open the control unit door and eject the DVD from the original control unit. To avoid scratching or damaging the DVD, temporarily place the DVD in a jewel case. NOTE: If the DVD will not eject, write that information clearly on the core return form, and order a DVD from the DVD fulfillment desk.
Install a new control unit. Follow the procedure in the navigation section of the appropriate service manual.
Reinstall the client’s original DVD, verifying that the DVD is free of deep scratches or smudges.
Check online for service bulletins prescribing patches, if any, that should be applied to the new control unit.
Park the vehicle outside, and do the initialization. On the iN, lookup the TQI of the Navigation System service bulletin that applies to the client’s vehicle. This assures that all components connected to, or controlled by, the navigation unit are working properly. The TQI procedure includes a short test to ensure that the navigation unit has synchronized its maps with the current location obtained during the GPS initialization (map-matching).
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