Hyundai Tucson FCEV Program - d30b7qpdr42cmh.cloudfront.net · HYUNDAI TUCSON FCEV PROGRAM – DEALER REFERENCE GUIDE A-2 Hyundai — A World Leader in Fuel Cell Technology Tucson

Hyundai Tucson FCEV ProgramDealer Reference Guide

A. Introduction

B. The Tucson FCEV

C. Sales Process

D. Maintenance and Repairs

E. Owner Web App

F. Refueling

G. Safety

H. Sample Forms

I. Key Contacts

J. Notes

Table of Contents

Introduction

HYUNDAI TUCSON FCEV PROGRAM – DEALER REFERENCE GUIDE A-1

Welcome Hyundai Sales Consultant

There’s no question — interest in fuel-cell technology is on the rise as customers become increasingly aware of its many benefits and advantages. And that means

they’ll look to you, their Hyundai sales consultant, for easy-to-understand explanations and answers to their questions.

This reference manual is designed to provide the information and support you need to help create a successful sales and service experience for your customers. Its content will be continually updated as new information becomes available. To access new content, go to HyundaiSalesTraining.com or HyundaiLearningPortal.com, where you can easily view, download and print replacement pages with the most up-to-date information and resources available, including job aids, information on rebates, Clean Air stickers, etc.

If at any time you have additional questions or issues you would like to discuss, reference the tab “Key Contacts” for a list of Hyundai FCEV support personnel.


Hyundai — A World Leader in Fuel Cell Technology

Tucson FCEV: The world’s first mass-produced Fuel Cell Electric Vehicle.

Hyundai is proud to offer the Tucson FCEV, the world’s first mass-produced fuel cell electric vehicle. The very embodiment of Hyundai’s commitment to innovation and advanced technology, the Tucson Fuel Cell replaces the traditional combustion engine with a fuel cell that generates electricity from hydrogen through an electrochemical process that emits nothing more than pure water.

With the new Tucson Fuel Cell, customers can enjoy all the versatility and premium features of a Tucson along with enhanced fuel efficiency and zero emissions. Plus, they gain confidence in knowing that no other automotive manufacturer beats Hyundai in fuel cell technology development and expertise.

Early History: On the Fast Track to Success

Hyundai produced its first fuel cell vehicle in 2000

Hyundai began development of its first fuel cell vehicle in 1998 and produced its first model in 2000.

Hyundai continued to refine and modularize key parts and components for more than a decade, and in January 2013 completed production of the world’s first mass-produced fuel cell vehicle: the Tucson FCEV.


FCEV Production: Another First for Hyundai

Hyundai established the world’s first dedicated fuel cell production line.

While a number of auto manufacturers have pursued the development of fuel cell technology, virtually every prototype and concept model has been created solely for research purposes in pilot facilities. As a result, none were built to the high quality standards of a production model.

Just a few short years ago, Hyundai transformed a vast warehouse on the grounds of its famous Ulsan Manufacturing Complex into the world’s first mass-production facility dedicated to fuel cell vehicles.

KEY POINT YOUR CUSTOMERS SHOULD KNOW:

The Tucson FCEV is not a prototype or a concept vehicle. It is a production vehicle built to the same high-quality standards as every other Hyundai model.


Simply Brilliant by Design

Two mid-mounted hydrogen storage tanks

Lithium polymer battery pack

Fuel cell stack

Power inverter

Electric drive motor and reducer

Many customers are surprised to learn that while fuel cell technology is highly advanced, the Tucson FCEV drivetrain is amazingly simple — particularly when compared to conventional gas-powered vehicles. Together, these components combine immediate torque delivery and quick acceleration with outstanding efficiency, quiet operation and zero emissions.

How a Fuel Cell Vehicle Works

1The hydrogen fuel stored in its tank is supplied to the fuel cell stack.


Inflow of air is supplied to the fuel cell stack.

3The reaction of air and hydrogen in the fuel cell stack generates electricity and water.

The electricity generated is supplied to the motor

and battery. 4


Fuel cell vehicles are electric cars in which a large bank of batteries has been replaced by a hydrogen fuel cell system that generates electricity. Unlike regular electric vehicles that rely on locked-in chemicals within their bank of batteries, the hydrogen can be regularly replenished. The fuel cell vehicle does have a small battery bank to store excess electricity that is not used immediately.

Here’s how a fuel cell powered engine works:

1. When hydrogen stored in the tanks is supplied to the fuel cell stack, it is broken down into a single proton (H+) and a single electron.

2. An inflow of air is supplied to the fuel cell stack.

3. The flow of electrons created in the fuel cell provides electricity, and the protons react with the oxygen molecules from the air, generating heat and water.

4. The inverter converts the high-voltage direct current from the fuel stack into alternating current, which is then supplied to the electric motor. (It also controls the rotation speed and torque of the motor.)

5. The electric motor uses the electrical current to turn the wheels.

6. During operation, only clean water is emitted instead of pollutants.

A single fuel cell is only several millimeters thick and generates approximately 1 volt of electricity, which is why fuel cells are “stacked” to deliver sufficient power to meet customer driving needs.

5 The only emission is water.


Designed for Optimum Performance and Efficiency

Working together, the hydrogen fuel cell powertrain’s components generate and modify power according to driving needs and conditions.

Fuel Cell ModeVehicle is powered only

by the fuel cell(when cruising)

Assist ModeVehicle is powered by both fuel cell and battery (when

accelerating)

Charge ModeFuel cell charges battery when its charge level is

low

Regen ModeBattery is charged by electric motor during vehicle braking

Fuel Cell Mode

Hydrogen stored in the tank is mixed with oxygen entering the fuel cell to generate electricity, which is then used by the electric motor to power the wheels. During the process, electrons are stripped from the hydrogen atoms and collected for electrical use. The remaining elements combine with oxygen from the atmosphere to create water, the system’s only by-product.

Idle Charge Mode

When the drive battery charge is low, electricity generated in the fuel cell is used to charge the lithium polymer battery.

Power Assist Mode

Electricity generated in the fuel cell is combined with electricity stored in the lithium polymer battery to provide extra power needed for quick acceleration.

Regenerative Mode

When the driver uses the brake pedal, the electric motor switches to regeneration mode. In regeneration mode, the electric motor creates substantial resistance which generates electricity to be stored in the battery. This resistance is used as the vehicle’s first option for braking power and simultaneously recharges the batteries. If the driver requires additional braking force, such as during an emergency stop, the system will also use the regular friction brakes to meet the total braking need.


Multiple Advantages for FCEV Customers

Fuel cell technology offers customers numerous advantages over other types of drivetrains without requiring sacrifices in performance, comfort, convenience and safety.

Here are some of the key reasons a growing number of customers are giving the Tucson FCEV serious consideration:

• Extended driving range

The Tucson FCEV has an EPA-estimated driving range of approximately 265 miles on a single fueling, which is comparable to that of a similar-size conventional vehicle. This helps eliminate the “range anxiety” associated with electric vehicles.

• Quick refueling

While electric vehicles take up to several hours to recharge using a conventional charger, the Tucson FCEV can be refueled in minutes.

• Extreme temperature tolerance

Hyundai engineered and designed the Tucson FCEV to withstand extreme summer and winter temperatures without impacting its driving range as would occur in a traditional electric vehicle. Extensive pre-production testing was conducted in locations such as Death Valley, where temperatures can reach 122 degrees Fahrenheit, and Sweden, where Arctic sub-zero temperatures prevail during winter months.

• Zero emissions

The Tucson FCEV emits water only, making it one of the most eco-friendly vehicles on the planet.


• Superb fuel efficiency

Tucson FCEV achieves an EPA-estimated Miles-Per-Gallon Equivalent of 49 city/51 highway/50 combined, which minimizes fuel costs and extends the time between refueling sessions.

• Instant electric-motor torque

Customers gain all the benefits of fuel cell technology without sacrificing performance. The Tucson FCEV delivers quick acceleration, in many instances surpassing competitors with conventional drivetrains.

• Quiet performance

The advanced fuel cell drivetrain’s electric motor produces a far quieter ride and driving experience than a conventional gas-powered engine.

• Fail-safe hydrogen fuel tank

Constructed of aluminum alloy and carbon composite, the hydrogen fuel tank has been put through the most rigorous and demanding tests imaginable — including severe accident scenarios — to show that it surpasses the criteria for certification. In the event hydrogen starts leaking, sensors close off the valves in the tank. In the event of a collision, a system controller immediately cuts off the flow of hydrogen.


There are many domestic sources for hydrogen that are easily accessible, inexpensive, and capable of providing a long-term, eco-friendly solution to our nation’s energy needs.

The Tucson FCEV

HYUNDAI TUCSON FCEV PROGRAM – DEALER REFERENCE GUIDE B-1

Signature Style. Revolutionary Technology.

The Tucson FCEV is based on Hyundai’s Fluidic Design philosophy. Sporty and athletic, its smooth, flowing exterior is distinguished with performance-oriented touches along

with unique FCEV styling cues and Blue Drive badging.


Exceptionally Elegant. Amazingly Versatile.

Inside, the Tucson FCEV offers room for five with an interior that’s roomy, comfortable and exceptionally well appointed. Plus, it features a range of comfort and convenience features and special amenities that are unique to the Tucson FCEV.


A Comparison: Tucson FCEV vs. Gas-Powered Tucson

2015 Tucson FWD(2.0L GDI/2.4L GDI)

2016 Tucson FCEV 2016 Tucson FWD(2.0L GDI/1.6L Turbo)

Horsepower (est.) 164/182 hp 134 hp 164/175 hp

Torque (est.) 151/177 lb.-ft. 221 lb.-ft. 151/195 lb.-ft.

Comb. City/Hwy 25/24 mpg 50 mpge 26 mpg (2.0L)29 mpg (1.6L Eco)

27 mpg (1.6L Sport/Limited)

Vehicle Range 367 mi. 265 mi. 426 mi.

Fuel Tank Capacity 15.3 gal. 140 liters / 37 gallons 16.4 gal.

Length 173.2 in. 173.2 in. 176.2 in.

Width (w/o side mirrors)

72.8 in. 71.7 in. 72.8 in.

Height (w/o roof rails)

64.8/65.0 in. 65.2 in. 64.8/65.0 in.

Wheelbase 105.1 in. 103.9 in. 105.1 in.

Headroom (1st/2nd row)

39.4 / 39.1 in. 39.4 / 39.1 in. 39.6/39.2 in.

Legroom (1st/2nd row)

41.2 / 38.7 in. 41.2 in. / 38.1 in. 41.5/38.2 in.

Cargo (behind 2nd row)

25.7 cu. ft. 23.8 cu. ft. 31.0 cu. ft.


The Tucson FCEV delivers the same style, comfort and versatility of the previous generation gas-powered Tucson — adding leading-edge hydrogen fuel-cell technology.


Tucson FCEV’s Key Competitors

Toyota Mirai and Honda Clarity

Although a number of new fuel cell models are coming in the next few years, the Tucson Fuel Cell’s current competitors are the Toyota Mirai and Honda Clarity. (The Toyota Mirai debuted in the fall of 2015; the Honda Clarity is scheduled to be launched later in 2016.) While both are being marketed under lease programs similar to Hyundai’s, as consumer demand and volume increase and the infrastructure of fueling stations expands, both vehicles will eventually be offered for sale.


Both competitors are traditional four-door sedans. The Toyota Mirai has seating for four; the Honda Clarity seats five. Neither vehicle offers the added convenience, cargo capacity, versatility or higher view of the road of the Tucson fuel cell CUV.


2016 Toyota Mirai 2017 Honda Clarity• 4-passenger sedan • 5-passenger sedan

• Electric engine • Electric engine

• Front-wheel drive • Front-wheel drive

• Horsepower: 151 hp • Horsepower: preliminary estimated 174 hp

• Peak torque: 247 lb.-ft. • Peak torque: preliminary estimated 221 lb.-ft.

• 67 mpge/combined city/hwy/combined

• TBD mpge/combined city/hwy/combined

• EPA-estimated driving range: 312 miles

• Preliminary estimated driving range: 300+ miles

• Refueling time: approximately 5 minutes

• Refueling time: approximately 5 minutes

Tucson FCEV Advantages vs. Toyota Mirai and Honda Clarity

Feature Hyundai Tucson FCEV

Toyota Mirai Honda Clarity*

Seating capacity 5 people 4 people 5 people

Cargo capacity Fits 4 typical adult- sized golf bags

Fits 1 typical adult-sized golf bag

Fits 3 typical adult-sized golf bags

Roof rail Standard Not Available TBD

2nd row seat folding (60/40)

Standard Not Available TBD

Reclining 2nd row seatback


Tire Pressure Monitoring System


Seat Material Leather Leatherette TBD

Rear Heated Seats Standard Not Available TBD

Garage Door Opener



Feature Hyundai Tucson FCEV

Toyota Mirai Honda Clarity*

Battery Li-Polymer Nickel metal hydride Li-Polymer

Hillstart Assist Control


Fuel Cell Air Inflow Ambient air pressure Compressed air required which

requires additional energy and diminishes

in-vehicle NVH

TBD

*The Honda Clarity is scheduled to debut in late 2016. Specifications will be updated as information becomes available.

Continued Refinement of the Tucson FCEV

For the 2016 model year, the Hyundai Tucson will be available in Winter White as well as two new exterior colors: Hydro Blue and Chromium Silver.

Customers can also choose one of two exterior graphic wraps.* Available at no extra cost, the Wave-theme wrap is offered on all three exterior colors, while the Topography-theme wrap is available on Winter White and Chromium Silver. The 2016 Tucson will also offer the added convenience and security of HomeLink® connectivity which allows owners to operate garage doors, security gates and interior lighting systems remotely.

*Optional wrap will result in a slight delay in delivery.

Topography wrap available with Winter White / Chromium Silver

Wave wrap available with Winter White / Chromium Silver / Hydro Blue



Exterior color choices include Winter White as well as two new colors: Hydro Blue and Chromium Silver.




Two available exterior wraps deliver added flair to the Tucson FCEV’s sporty styling.


Mechanical

Electric Motor / Battery All

Fuel System Hydrogen Fuel Cell

Horsepower 134 HP @ 5,000 rpm (est.)

Torque 221 @ 1,000 rpm (est.)

Battery Energy 0.95 (kWh)

Battery Power Output 24 kW

Regenerative brake system – pedal stimulator type S

Other features

Virtual Engine Sound S

Hood insulator S

Battery Saver S

Battery capacity 60 AH

Drive system

FWD S

AWD –

Brakes

Front Type Size (diameter x thickness, mm)

Disc320 x 28

Rear Type Size (diameter x thickness, mm)

Disc284 x 10

ABS with Electronic Brake-force Distribution (EBD) Number of Wheels Number of Channels Number of Sensors

S 444

Downhill Brake Control (DBC) Driver Selectable –

Hillstart Assist Control (HAC) S

Brake-Booster Boosting Ratio N/A: Active Hydraulic Boost

Brake Assist S

Parking Brake Type Foot Brake


Mechanical (Cont’d)

Steering All

Motor Driven Power Steering (MDPS) S

Overall Ratio 15:1

Turns (lock to lock) 2.83

Turning Diameter (curb to curb, in feet) 34.8

Suspension

Front Type Stabilizer Bar (27.2 mm, hollow-type)

MacPherson strut with coil springsS

Rear Type Stabilizer Bar Gas-pressurized shock absorbers

Torsion AxleS

S (Sachs)

Body/Chassis

Type Unibody (Monocoque body)

Materials Primary High tensile steel

Exterior

Wheels & Tires All

Wheels 17 x 6.5J J Alloys S

Tires Kumho H-speed rated tires, low-rolling resistance compound 225/60R 17

S

S

Spare Tire –

Tire Mobility Kit S

Lights

Projection headlights w/ LED accents S

Roof-mounted Center High-Mount Stop Lamp (CHMSL)

S

Front fog lights S

Front door courtesy reflector S

Automatic headlights S

LED taillights S


Exterior (Cont’d)

Outside Mirrors All

Dual fold-away power, bodycolor S

Heated S

Side repeater exterior mirrors S

Power folding mirrors S

Moldings & Trim

Bumpers Bodycolor S

Grille Bodycolor/Black (unique grille compared to Gas Tucson)

S

Door Window Frame Color Matte Black

Window Belt Moldings Black

Door Handles Bodycolor Chrome

S–

Mud Guards Front/Rear –

Side garnish S - PIO

Fuel door Metallic surround S

Backup warning sensors S

Glass

Windshield shade band S

Tinted Glass Windshield S

Solar Glass Front Door, Windshield S

Privacy Glass Rear/quarter/back glass S


Exterior (Cont’d)

Wipers All

Front 2-speed/variable intermittent windshield wipers

S

Front windshield wiper de-icer S

Intermittent rear window wiper/washer (non-variable)

S

Other

Panoramic sunroof One-touch open and rear shade –

Rear spoiler Integrated with HMSL, bodycolor S

Roof rails –

Roof rack cross rails –

Fuel Cell Badging S - PIO

Sales Process

HYUNDAI TUCSON FCEV PROGRAM – DEALER REFERENCE GUIDE C-1

Unique Availability

Currently, the Tucson FCEV will be available to customers under a special lease program. Due to the unique nature of this program, interested customers must apply

online to lease a vehicle at www.Hyundai.com. (See tab section Sample Forms.) However, as demand for fuel cell technology continues to grow, the Tucson FCEV will eventually be available for retail purchase like every other Hyundai model. To initiate the application process, customers must first determine if hydrogen fuel stations are located near where they live AND work.

Hyundai’s goal, as always, is to ensure that our customers are completely satisfied with our vehicles. Over the course of the next few years, production will increase as the refueling infrastructure expands to meet demand.

In the meantime, Hyundai’s 36-month, closed-end lease program is all-inclusive (roadside, valet, fuel and maintenance). HMA supports the customer through the entire sales and service process including application, test drive, qualification, delivery, maintenance and repairs and, ultimately, the return of the vehicle to your dealership.

Along with the help of dealership sales and service personnel, the Tucson FCEV lease program features the support of a dedicated Fuel Cell Concierge. As the “go to” person for answers to customer questions and concerns, the Concierge is the primary customer interface once the sales process is completed.

HYUNDAI TUCSON FCEV PROGRAM – DEALER REFERENCE GUIDE C-2HYUNDAI TUCSON FCEV PROGRAM – DEALER REFERENCE GUIDE C-2

Getting Things Started — Sales Process Overview

Working in concert, HMA, the Fuel Cell Concierge and your dealership collect and review applications, initiate customer contact and schedule test drives. Here is an overview of the sales process, including roles and responsibilities. It has been refined for 2016.

Collect Applications

Identify Qualified

Applicants

Call Applicants

on List

Schedule Test Drive

Customer Pickup

Schedule Customer

Pickup

Process Vehicle Order

Place Order Vehicle

Create and Update Applicant

Master List

Update List and Submit

Maintain and Provide Active Applicant List for

Each Dealer

Pair Applicant and Dealership

Interested in Car?

Interested in Car?

Submit updated list weekly

NO

NOYES

YES

HMA Product Planning

HMA Concierge

Dealership

Target Customer: Hand Raisers

Hyundai’s digital and social media channels have sparked interest in the Tucson FCEV, particularly among “early intenders” who are eager and willing to be among the first to drive a fuel cell vehicle. The website “www.Hyundaiusa.com/tucsonfuelcell” is the central hub that is used to attract and communicate with potential applicants. Here’s how the process is initiated.

Customer submits Name, Email, ZIP Code @

www.hyundaiusa.com/tucsonfuelcell

Thank You email

Customer receives invitation to apply

based on ZIP code

END

Apply

NO

Apply?


Application/Approval Process

Once interested customers input their name, email, and ZIP code, candidates who live near fuel cell fueling stations are immediately directed to the online application. They are also emailed a link to the application form.

Selection of applicants is contingent upon four key criteria:

1. The applicant must live and work in an area that provides convenient access to a hydrogen fuel station.

2. The applicant must agree to use a secondary fueling station if their primary station isn’t operating.

3. The applicant’s annual mileage must meet the lease agreement’s parameters.

4. The applicant must be aware and agreeable to the telematics data logger installed on the Tucson FCEV which records information such as fuel stack performance, mileage, etc.

Selected applicants are notified within four to six weeks if they are approved.


ApplicantProcess

CustomerChecks ifVehicleis Available

Action:Customersubmits theirhomezipcodeandemailaddress.

Marketingmaintainswebsite.

HMAProductPlanningprovideslistofacceptablezipcodestoHMAMarketingonaquarterlybasis.

HMAMarketingCustomer

CustomerFillsoutApplication

HMAMarketing

Marketing

Action:Ifcustomerhasnotbeencontactedwithinamonth:Marketinginformscustomerviaemailthatavehicleisstillbeinglocated,staytuned.

Marketingsendsemailsatbeginningofeachmonth.

ScenarioA:Does notLiveinacceptableZipCode

ScenarioB:DoesLive inAcceptableZipCode

Action:Responseisgenerated- vehicleisnotavailableintheirareaatthistime.

Analyze Applications

Action:ProductPlanningcollectsnewapplicationsdirectlyfromthesiteattheendofeachmonth.

ProductPlanningreviewseachtodetermineiftheyqualify.

At theendofeachmonthProductPlanningnotifiesMarketingwhichapplicantsareandarenotselected.


Action:Responseisgenerated- vehicleISavailableintheirarea.

Customerisaskedifinterestedinapplyingforthecar.Alinktotheapplicationisprovided.

Action:Customerfillsoutapplicationformandsubmits.

EachapplicationisassigneduniqueIDfortracking.

Addedtolistofcompletedforms.

CustomerHMAMarketing

HMAMarketing

ScenarioA:SendEmail-Does notQualify

ScenarioB:SendEmail-Applicant Qualifies

Action:Marketinginformscustomerviaemail thattheywere notselected;providesa$500voucher.

Marketingsendsemailsatendofeachmonth.

UniquevouchercodeprovidedbyHMAIncentivesteam.

Action:Marketinginformscustomerviaemail thattheyqualifiedandwillbecontactedinacoupleofweeksbydealer.

Marketingsendsemailsatendofeachmonth.

QualifiedApplicantMasterList

Action:ProductPlanningcreatesandmaintains anApplicantMasterListthatcontainsallqualifiedapplicants.

AcondensedversionoftheApplicantMasterListismaintainedontheConciergeteamSharedrive.


EmailVerification

Action:MarketinginformsProductPlanningthatapplicantswerenotifiedoftheirstatus.

HMAMarketing

EmailWaitingApplicantsApplicantMasterListManagement

Action:ProductPlanningaddsnewnamestotheApplicantMasterList atendofthemonth.

ConciergeupdatesApplicantMasterList onceevery twoweeks - whichapplicantsareactive,nolongeractive,ornotyetcontacted.

ProductPlanningidentifiesapplicantsnotyetcontactedandnotifiesMarketing tosendanupdateemail.

HMA ConciergeHMAProduct Planning

Action:See"SalesProcess"Worksheet.

Conciergeprovidesdealersalistofapplicantnamestocontactandmanagesdealerfeedback.

GenerateDealershipApplicantList

HMAConcierge

Applicant Process

• Customer submits their home zip code and email address.• Marketing maintains website.• HMA Product Planning provides list of acceptable zip codes to HMA Marketing on a quarterly basis.

• Product Planning creates and maintains an Applicant Master List that contains all qualified applicants.• A condensed version of the Applicant Master List is maintained on the Concierge team Sharedrive.

• Product Planning adds new names to the Applicant Master List weekly.• Concierge updates Applicant Master List once every two weeks - which applicants are active, no longer active, or not yet contacted.• Product Planning identifies applicants not yet contacted and notifies Marketing to send an update email.

• If customer has not been contacted within a month: Marketing informs customer via email that a vehicle is still being located, stay tuned.• Marketing sends emails at beginning of each month.

• Concierge provides dealers a list of applicant names to contact and manages dealer feedback.

• Response is generated- vehicle is not available in their area at this time.

• Response is generated- vehicle IS available in their area.• Customer is asked if interested in applying for the car. A link to the application is provided.

• Customer fills out application form and submits.• Each application is assigned unique ID for tracking.• Added to list of completed forms.

• Product Planning collects new applications directly from the site weekly. • Product Planning reviews each to determine if they qualify.• At the end of each month Product Planning notifies Marketing which applicants are and are not selected.

• Marketing informs customer via email that they qualified and will be contacted in a couple of weeks by dealer.• Marketing sends within two weeks.

• Marketing informs customer via email that they were not selected; provides a $500 voucher.• Marketing sends within two weeks.• Unique voucher code provided by HMA Incentives team.

• Marketing informs Product Planning that applicants were notified of their status.

HMA MarketingCustomer

HMA ConciergeHMA Product Planning

CustomerHMA Marketing HMA Product Planning

HMA Marketing

HMA Marketing

HMA Marketing

HMA Product Planning Marketing HMA Concierge


PDI Process

Once Tucson FCEVs arrive at Port Hueneme, CA, they are shipped to HMA. At HMA, all vehicles undergo a series of inspections and preparations. (Fuel cell refueling stations are programmed into the vehicle’s Navigation System at this time as well.) This process helps ensure that the vehicle is in pristine condition and everything is working properly before it is delivered to the customer.


PDIProcess

VehiclesArriveAtPortHueneme

Action:PortBasedPDI:O/Ainspection,QRG,floormats,conciergesticker,wrapguardremoval,doorgarnishinstallation.

NOTE:FCEVsshouldarriveatPortHueneme,butitispossiblevehiclesmaybesentviaPortNationalCity.Inthiscase,theportPDIprocesswillbeperformedatHMAbyService-NewTech.

Port

PDIatHMA

HMAService-NewTech

Action:ConfirmationemailsenttoWesternRegion,CustomerConnect(AyumiSuenaga),Sales(BettyPosey)statingvehicleVINisreleasedandreadyforsale.Documentationisattachedtoemailaspdf.

ServiceEngineeringkeepskeysuntilacustomerisidentified.

VehiclestoredatHMAuntilsold.

Bi-MonthlyVehicleCheckVehicleReleased toWesternRegion

Action:VehiclesaredeliveredtoHMA(mixedwithothervehicles)inamannersimilartootherHMAleasevehicles.

Distribution

VehicleShipped toHMA

HMAService-NewTech

Action:Service- NewTechperformsHMAPDI:RemoveFCQRG,placeownerpamphletinsunvisor,programNAViwithfuelstations,applyH2decal,prepFr.bumperforlicenseplate,H2leakcheck,tirepressurecheck,finalinspectionandrideevaluation,refueltofulltank,washvehicle.

NOTE: Ifproblemsareidentified,thevehicle issenttotheNSGforrepairs.See "VehicleServiceProcess."

Action:HMAService-NewTechperformsbi-monthlyyvehiclecheck(startup)toensureeverythingisworking.

Willperformthischeckuntilvehicleissold.

HMA Concierge

HMAService-NewTech

VehicleReadyforSale-on"RetailHold"

CustomerIdentified:WantsVehicleWrap

VehicleReadyforSale

Action:ConciergenotifiesCarPrep,WesternRegionandService-NewTech thatvehicleVINxxxrequiresgraphicwraptypexxx.

CustomerIdentified:NoVehicleWrap


ConciergecontactsService- NewTechtorelease thekeys toWesternRegion.

ScheduleVehicleDeliverytoVisualImaging

Action:ConciergeschedulesvehiclepickupwithCarPrepandService-NewTech.

Informswhichwraptoapply(topographicorwater).

WrapInspection

Action:CarPrepgetsvehiclekeysfromService- NewTech (PaulDashkowitzorChuckKoos).

CarPreprecievesvehicle,veifieswithConciergewhichwrapisbeinginstalled.Installwrap.

CarPrepreturnsvehicleandkeystoHMAService- NewTech (PaulDashkowitz/ChuckKoos).

Deliver/pick-upVehicleWrapApplied

Action:Service-NewTeckinspectsgraphicwrap,confirmsquality.

Ifacceptable,Service-NewTechinformsConciergethatvehicleisreturnedandreadytoselltocustomer.

HMAConcierge CarPrepHMAService-NewTech HMAService-NewTech

HMAService-NewTechHMAConcierge


PDI Process

• Port Based PDI: O/A inspection, QRG, floor mats, concierge sticker, wrap guard removal, door garnish installation.• NOTE: FCEVs should arrive at Port Hueneme, but it is possible vehicles may be sent via Port National City. In this case, the port PDI process will be performed at HMA by New Technologies.

• Concierge schedules vehicle delivery to Visual Imaging in HB • Concierge notifies New Technologies (Chuck Koos or Paul Dashkowitz) of delivery time/date.• Informs which wrap to apply (topographic or water).

• Vehicles are delivered to HMA (mixed with other vehicles) in a manner similar to other HMA lease vehicles.

• New Technologies delivers vehicle to Visual Imaging.• Visual Imaging installs wrap.• New Technologies picks up vehicle from Visual Imaging.

• New Technologies performs HMA PDI: Remove FC QRG, place owner pamphlet in sun visor, program NAVI with fuel stations, apply H2 decal, prep front bumper for license plate, H2 leak check, tire pressure check, final inspection and ride evaluation, refuel to full tank, wash vehicle.• NOTE: If problems are identified, the vehicle is sent to the NSG for repairs See “Vehicle Service Process.”

• New Technologies inspects graphic wrap, confirms quality.• If acceptable, New Technologies informs Concierge that vehicle is returned and ready to sell to customer.

• Confirmation email sent to Western Region, Customer Connect (Ayumi Suenaga), Sales (Betty Posey) stating vehicle VIN is released and ready for sale Documentation is attached to email as pdf.• New Technologies keeps keys until a customer is identified.• Vehicle stored at HMA until sold.

• See “Sales Process” Worksheet.

• New Technologies performs bi-monthly vehicle check (start up to ensure everything is working).• Will perform this check until vehicle is sold.

• See “Sales Process” Worksheet.• Concierge contacts New Technologies to release the keys to Western Region.

• Concierge notifies CarPrep, Western Region and New Technologies that vehicle VIN xxx requires graphic wrap type xxx.

Port

HMA Concierge

Distribution HMA New Technologies

HMA New Technologies

HMA New Technologies HMA New Technologies

HMA New TechnologiesHMA Service-New Tech

HMA Concierge


Applicant Lead Management

Applicant lead management outlining key dealer responsibilities is supplied to the dealer and, once in place, it is up to the dealer to continue the process.

Here is an overview of the process:

• Customer submits an application for the FCEV lease program.

• HMA will collect applications on a regular basis.

• Applications will be analyzed by HMA to ensure they meet internal requirements.

• All applicants are notified within two weeks from submission date as to selection status.

• Approved applications are sorted and distributed equally based on dealer proximity. HMA will set up a “drop box” and dealers will be instructed to check it weekly for potential customers.

• During this phase, the dealership is required to call potential customers at least twice and email at least once to set up a test drive before deleting them as a potential buyer. Customers that could not be reached after the 2 calls and one email within a 2-week period will also be deleted as potential buyers. (Note: For a sample script to use for the initial call, see the tab section Sample Forms.)

• The applicant spreadsheet is updated by the dealership and HMA weekly. (See the tab section Sample Forms.)

ApplicationRound

RespondentID

FirstName LastName PhoneNumber EmailAddress

1 2/18/16 40000000 John Smith 714-123-4567 [email protected] 2/18/16 41111111 Jane Doe 213-765-4321 [email protected] 2/18/16 40000000 John Smith 714-123-4567 [email protected] 2/18/16 41111111 Jane Doe 213-765-4321 [email protected] 2/18/16 40000000 John Smith 714-123-4567 [email protected] 2/18/16 41111111 Jane Doe 213-765-4321 [email protected] 2/18/16 40000000 John Smith 714-123-4567 [email protected] 2/18/16 41111111 Jane Doe 213-765-4321 [email protected] 2/18/16 40000000 John Smith 714-123-4567 [email protected] 2/18/16 41111111 Jane Doe 213-765-4321 [email protected]

HMACorporatePlanning


Test Drive

Approved candidates are assisted by the dealership in scheduling a test drive appointment, during which a vehicle designated for the sole purpose of test drives will be used. Each dealer is provided with a test-drive vehicle which is leased to the dealership. The Tucson FCEV rides, drives and handles much like a gas-powered Tucson model; and aside from FCEV-specific instrumentation and gauges and its exceptionally quiet performance, there are not many differences to point out.

Catalog the reasons they are not interested

Customer lands on the lot and requests

a Test Drive

Customer lands on the lot and requests

a Test Drive

See chart next pageNOApproved User

appointment?

Approved Userappointment?

FCSS conducts test drive using

limited use vehicle

Dealership stores vehicle in secure area to await next

Approved User appointment

Apply? Proceed with lease

pre-qualification

NO

YES

Does Approved User want vehicle?

YES

Walk-in Applicant

Pre-Approved Applicant


WalkInTestDrive

PersonShows UpatDealershipInterested

inVehicle

Action:Needtoinformcustomerthatthereisanapplicationprocess.

Canoffercustomeratestdriveonlyafterconfirming:a)customerlivesinaqualifiedzipcodeb)customerunderstandsandagreestotheleaserequirements.

Reason:Needtoweedoutindividualswhoaresimplycuriousversusthosewhoareactuallyinterestedinleasing.

Dealership

ScenarioB:CustomerQualifies

DealershipScenario A:CustomerDoesNOTQualify

ScenarioA: CustomerDoes NOTAccept

ScenarioB:CustomerAccepts Requirements

Action:Informthecustomerthat,duetolackofhydrogenfuelinginfrastructure,theydoNOTlive inanareawheretheTucsonFuelCellisavailable.Donot proceedwiththetestdrive.

Action:InformthecustomerthattheTucsonFuelCellisavailableintheirarea.

Readthecustomertheleaserequirementsandverifytheyaccept.1.MustfilloutVehicleApplication2.Leaseterms- cost,mileage,years3.Hydrogenfuelingresponsibility4.DataLogger5.Credit&LeaseApplication

Action:InformthecustomerthattheTucsonFuelCellisnottherightvehicleforthem.Donot proceedwiththetestdrive.

Verify WhereCustomerLives

Action:1.GotoTucsonFuelCellwebpage(https://www.hyundaiusa.com/tucsonfuelcell/)2. Entercustomerinformation-name,emailandhomezipcode.3.Thewebpagewillsayifthecustomerlivesinan areawheretheTucsonFuelCellisavailable.

Dealership

ScenarioB:CustomerWantstoLeaseVehicle

Dealership

Action:WhileattheDealership,havethecustomerfillouttheapplicationform:https://www.hyundaiusa.com/tucsonfuelcell/

Informthecustomerthatthedealershipwillcontactthemwithin3businessdays iftheyqualifyornot.

ScenarioA:CustomerDoes NOTWantVehicle

FillOutApplicationForm Contact theConciergeNotify

HMAProduct Planning

Action:Dealershipmustcontacttheconciergeand requestacustomer"FastTrack."

Lettheconciergeknowcustomertestdrovethevehicleandfilledouttheapplication.

Providethecustomernameanddayandtimetheyfilledouttheapplication.

HMAProduct Planning

Dealership

Dealership

Dealership HMAConcierge

Action:ConciergetonotifyProduct Planningthatthere isadealerrequestforacustomer"FastTrack."

Providethecustomername,applicationdayandtime,anddealershipname.

Conciergemustrelaythe informationonthesamebusinessdaytheyreceive the"FastTrack"request.

Action:Proceedwiththetestdrive.Verify ifcustomerisinterested inleasingvehicle.

ApplicationAnalysis

Action:Product PlanningwillverifyiftheapplicantqualifiesandwillnotifytheConcierge.

ProductPlanningwillprovideresultswithin1businessdayofreceivingthe"FastTrack"request.

Ifapplicantqualifies,mustaddnametotheApplicantMasterList

HMAConcierge

Inform Dealership

Action:ConciergewillnotifytheDealershipifthe"Fast Track"applicantqualifies.

Iftheapplicantqualifies,ConciergewillupdatethedealerApplicantSpreadsheetandprovidetothedealer.

Dealership

Inform Customer

Action:Notifythecustomeriftheyqualifyornot.

Iftheapplicantqualifies,requestthatthecustomerreturntothedealershipandfillouttheCreditandLeaseApplicationForm.

See"SalesProcess"andfollowtheLeaseQualificationProcess.

Walk-in Test Drive

• Need to inform customer that there is an application process.• Can offer customer a test drive only after confirming: a) customer lives in a qualified zip code b) customer understands and agrees to the lease requirements.• Reason: Need to weed out individuals who are simply curious versus those who are actually interested in leasing.

• While at the Dealership, have the customer fill out the application form: https://www.hyundaiusa. com/tucsonfuelcell/ • Inform the customer that the dealership will contact them within 3 business days if they qualify or not.

• Dealership must contact the concierge and request a customer “Fast Track.”• Let the concierge know customer test drove the vehicle and filled out the application.• Provide the customer name and day and time they filled out the application.

• Concierge to notify Product Planning that there is a dealer request for a customer “FastTrack.”• Provide the customer name, application day and time, and dealership name.• Concierge must relay the information on the same business day they receive the “Fast Track” request.

• Product Planning will verify if the applicant qualifies and will notify the Concierge.• Product Planning will provide results within 1 business day of receiving the “Fast Track” request.• If applicant qualifies, must add name to the Applicant Master List

• Concierge will notify the Dealership whether the “Fast Track” applicant qualifies.• If the applicant qualifies, Concierge will update the dealer Applicant Spreadsheet and provide to the dealer.

• Notify the customer whether they qualify or not.• If the applicant qualifies, request that the customer return to the dealership and fill out the Credit and Lease Application Form.• See “Sales Process” and follow the Lease Qualification Process.

• Inform the customer that the Tucson Fuel Cell is available in their area. • Read the customer the lease requirements and verify they accept.

1. Must fill out Vehicle Application2. Lease terms: cost, mileage, years3. Hydrogen fueling responsibility 4. Data Logger5. Credit & Lease Application

• Proceed with the test drive.• Verify if customer is interested in leasing vehicle.

• Inform the customer that, due to lack of hydrogen fueling infrastructure, they do NOT live in an area where the Tucson Fuel Cell is available. Do not proceed with the test drive.

• Inform the customer that the Tucson Fuel Cell is not the right vehicle for them. Do not proceed with the test drive.

1. Go to Tucson Fuel Cell web page (https:// www.hyundaiusa.com/ tucsonfuelcell/) 2. Enter customer information-name, email and home zip code.3. The web page will say if the customer lives in an area where the Tucson Fuel Cell is available.

Dealership

Dealership

Dealership

Dealership HMA Concierge HMA Product Planning HMA Concierge Dealership

Dealership

Dealership


Qualification

Tucson Fuel Cell Vehicle Request

INSTRUCTIONS: Please complete the top portion of this form and email to [email protected]. For questions, please contact Ayumi Suenaga at 714-594-1511.

Request Date:

Dealer Code:

Dealer Name:

Customer Name:

Receipt Number:

HMF Approval Code:

Color:

Wrap (examples below)

To be completed by HMA Western Region Distribution

Received Date:

Allocated VIN:

Transport Date:

After the test drive, if a candidate is interested in acquiring the vehicle, he or she will then fill out the dealership’s standard credit application for approval. Once approved, the Fuel Cell Concierge is informed, the vehicle is ordered by the dealership, and delivery is scheduled. Here is a breakdown of the process:

1. Customer fills out standard credit application.

2. If the credit application is approved, the dealer collects a $500 deposit and sends a vehicle order form to HMA, including wrap option if selected by the customer. (See tab section Sample Forms.)

3. Once the vehicle is delivered to dealership, the customer is contacted by the dealership to schedule a delivery date.

Approved User completes credit

application

FCSS notifies Concierge of approval and completes Fuel

Cell Order Form

FCSS collects $500 deposit

Concierge schedules vehicle

deliveryDelivery

NO

Finance Manager pre-qualifies

Approved User with HMF

END

Is approved

User qualified?

YES


Before Delivery — Finalizing the Finance Process

Upon credit qualification and delivery of the customer’s Tucson FCEV to the dealership, the dealer will contact customer to set up the appointment to come in, sign the lease contract as well as the three-point customer agreement form (See tab section Sample Forms), and take delivery.

It should be noted that the FCEV Lease Contract is not like a conventional contract. (See tab section Sample Forms.) It is a unique form that is not in the system. Consequently, the fields don’t line up like regular HMF contracts. This requires the system to be programmed specifically for the FCEV contract or that lease contract must be handwritten by the dealership.

During this phase of the sales process, the dealer will also review and explain the key incentive programs available to the customer.

Form No. LSE HMF CA TFC (Rev. 10/1/2015) Page 1 of 7

California Motor Vehicle Lease AgreementTucson Fuel Cell

Lease Date: __________________ Call us toll-free at (800) 523-4030

Lessee and Co-Lessee (“you,” “your” and together the “Lessee”) each agree to lease the Leased Vehicle described above, including all equipment, parts and accessories (the “Vehicle”) from Lessor (“we,” “us” and “our”) according to the terms and conditions of this Motor Vehicle Lease Agreement (“Lease”). Each of you who executes this Lease will be individually liable to us for all Lease obligations and for the entire amount owing under this Lease. After you sign this Lease, we will assign it to Hyundai Lease Titling Trust (“HLTT”) and the terms “Assignee,” “we,” “us” and “our” will refer to HLTT and its agents or to any subsequent assignee.

Lessee: ______________________________________________Co-Lessee: ______________________________________________Billing Address: ______________________________________________ Address

______________________________________________ City State Zip

LESSEE(S):

Dealer: ___________________________________________________

Address: ___________________________________________________ Street Address

___________________________________________________ City State Zip

LESSOR (Dealer):

o New o Used

____________________________________________________________Year Make Model Odometer

VIN: ________________________________________________________o If checked, the Vehicle’s primary intended use is for a Business,

Commercial or Agricultural purpose.

LEASED VEHICLE:

o Check box if same as the Billing Address, above.

____________________________________________________________(Street Address – No P.O. Boxes)

____________________________________________________________City State Zip County

GARAGING ADDRESS where the Vehicle will be principally located:

______ ________________ ___________________Year Make Model

DESCRIPTION OF TRADE-IN VEHICLE:

1. PARTIES AND VEHICLE DESCRIPTIONS

6. *ITEMIZATION OF AMOUNT DUE AT LEASE SIGNING OR DELIVERYA. Amount Due at Lease Signing or Delivery:

(1) Capitalized Cost Reduction .......................................... $_____________(2) Tax on Capitalized Cost Reduction .............................. $_____________(3) First Monthly Payment .................................................. $_____________(4) Refundable Security Deposit ........................................ $_____________(5) Acquisition Fee (if not capitalized above) ..................... $_____________(6) Initial License, Title and Registration Fees ................... $_____________(7) Sales/Use Tax .............................................................$_____________(8) Document Processing Fee (Not a Gov’t. Fee) ............. $_____________(9) California Tire Fees ......................................................$_____________(10) Electronic Registration Fee (Not a Gov’t. Fee) ............. $_____________(11) _______________________________________ ....... $_____________(12) _______________________________________ ....... $_____________(13) _______________________________________ ....... $_____________(14) TOTAL .........................................................................$_____________

B. How the Amount Due at Lease Signing or Delivery will Be Paid:

(1) Net Trade-in Allowance ............................................... $_____________(2) Rebates and Noncash Credits ..................................... $_____________(3) Amount to Be Paid in Cash (from 6(a) Line 14) ........... $_____________(4) _______________________________________ ....... $_____________

(5) TOTAL .........................................................................$_____________

FEDERAL CONSUMER LEASING ACT DISCLOSURES2. AMOUNT DUE

AT LEASE SIGNING OR DELIVERY (Itemized below)*

$______________

3. MONTHLY PAYMENTS

A. Your first Monthly Payment of $__________ is due on _____________ followed by _______ payments of $_____________ due on the _________ of each month, beginning on _______________________.

B. The Total of your Monthly Payments is $________________.

4. OTHER CHARGES(Not part of your Monthly Payment)

____________________ ...$________________

5. TOTAL OF PAYMENTS

(The amount you will have paid by the end of the Lease)

$________________

Gross Agreed Upon Trade-in Allowance ...................................................... $_____________Outstanding Prior Credit or Lease Balance (To Be Paid by Dealer/Lessor) ... $_____________Net Trade-in Allowance (if less than 0, then enter 0) ..................................... $_____________

Hyundai Tucson Fuel Cell

NA

NA 0

NANANA

0


Along with free fuel and scheduled maintenance, Tucson FCEV customers are eligible for several state-sponsored incentive programs that offer additional savings and convenience. Applications can be made online and require supporting documentation.

Note: To search all local and state incentive programs, go to www.DriveClean.ca.gov.

Clean Vehicle Rebate

The Clean Vehicle Rebate Project (CVRP) is funded by the California Air Resources Board (CARB) and administered statewide by the Center for Sustainable Energy (CSE) in order to promote the production and use of zero-emission vehicles, including electric, plug-in hybrid electric and fuel cell vehicles.

Hyundai Tucson FCEV customers can apply for a $5,000 rebate and, once approved, will receive a check within approximately 90 days. For more details, including a list of FAQs, email [email protected].


Here is an overview of the rebate application process.

1. Read and understand the Clean Vehicle Rebate Project Terms and Conditions:

• Rebates are limited to two per individual, business entity or organization per calendar year

• Be an individual, business, nonprofit or government entity that is based in California or has a California-based affiliate

• Retain ownership of the vehicle for a minimum of 36 consecutive months

• Be available for follow-up inspection if requested by the Administrator, California Air Resources Board, or CARB’s designee

2. Submit an online application

• CCSE reserves funds for rebate

3. Mail required supporting documentation within 14 calendar days:

• Printed and signed copy of the submitted application

• Proof of temporary or permanent vehicle registration

• Copy of lease contract with an itemization of credits, discounts and incentives received

• Evidence of sealed maintenance-free batteries (if lead acid) and a 24-month warranty

• Proof of California residency


Clean Air Vehicle Decal

Tucson FCEV customers can apply for single-occupant use of High Occupancy Vehicle (HOV) lanes. White Clean Air Vehicle decals are available to an unlimited number of qualifying federal Inherently Low Emission Vehicles (ILEVs). Cars that meet these requirements are typically certified pure zero emission vehicles — 100% battery electric, compressed natural gas (CNG) and hydrogen fuel cell vehicles like Tucson FCEV. Recent legislation has extended the expiration to January 1, 2019. For more details, including a list of FAQs, go to www.arb.gov/msprog/carpool/carpool.

Here is an overview of the application process.

1. Dealer should encourage customer to complete an application for the white Clean Air Vehicle Decal.

2. Complete the vehicle information at the top of both pages, along with Sections A, B, C (if applicable), and F.

3. Submit the completed application and $8 decal fee (originals) to the address shown on the REG 1000 form.

Important note: Many dealers aren’t filling out DMV forms for their customers correctly and customers are being rejected for the white HOV sticker. When filling out the HOV form it is vital that you check the Fuel Cell option.

If the dealer fills out the form incorrectly, the customer’s HOV lane access application will be rejected by the DMV. The DMV will then require the dealer to submit a Statement of Facts form in order to correct the error.

Remember: The key to successfully applying for a white HOV decal is to describe the vehicle correctly— it is not a hybrid, it is not a plug-in, it is a fuel cell vehicle (FCEV)!

Note: Refer to the tab section Sample Forms for a copy of the these documents.


Delivery

AUTHORIZED FUELING STATIONS > Your Tucson Fuel Cell can only be fueled at Hyundai approved hydrogen refueling stations.

> Please contact the concierge or refer to your mobile app for a complete list of approved stations.

> Approved hydrogen refueling stations have been preprogrammed into your vehicle’s navigation system— Refer to your Owner’s Manual for operating instructions.

> Additional information on current and upcoming stations can also be found at California Fuel Cell Partnership (cafcp.org).

Northern California Southern California

BETTER COVERAGE For any questions regarding fueling, vehicle operation, vehicle servicing, etc. contact your dedicated concierge 24/7.

BETTER SERVICING AND MAINTENANCE > All vehicle maintenance, service or repair must be performed at a Hyundai dealership authorized to service hydrogen fuel cell vehicles.

> Please contact the concierge for a complete list of dealerships authorized to service the Tucson Fuel Cell.

IN CASE OF A VEHICLE ACCIDENT> Please report all vehicle accidents, regardless of severity, to the concierge. Authorized Hyundai technicians need to inspect the fuel cell system to ensure proper operation.

> If your vehicle is inoperable, the concierge will arrange for transport of your vehicle to an authorized Hyundai Fuel Cell service dealership.

Hyundai Motor America is not a manufacturer of refueling equipment. Any questions regarding the detailed operation of individual refueling instructions should be directed toward the equipment manufacturer.

TH

E LEAGUE OF TUCSON

FUEL CELL D RIVERS

WELCOME TO THE LEAGUE OF EXTRAORDINARY TUCSON FUEL CELL DRIVERS.

Critical rst step—Get the app at HyundaiHydrogenFuel.com

Using your smartphone, save our web app to your mobile home screen and register your vehicle.

The web app provides:> Locations of authorized fueling stations> Owner unique PINs (for fueling)> Fueling stations status (open/closed)> Fueling reimbursment process

Note: At certain stations, you need a unique PIN to fuel.

844.462.2355

TH

E LEAGUE OF TUCSON

FUEL CELL D RIVERS

SanFrancisco

San Jose

Fresno

Long Beach

Los Angeles

San Diego

180 5th Street Suite 200 • Huntington Beach, CA 92648 714.861.5200 FILE IS BUILT AT None, PRINT-OUT IS AT None, THIS PRINT-OUT IS NOT FOR COLOR.

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Ureesha Qushair

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Peter Chaney

HH Patricia Marquez

Nicole Gomez

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Steve Yoshimura

Executive CD:

Creative Director:

Creative Director:

Associate CD:

Art Director:

Copywriter:

Proofreader:

Account Executive:

Product:

Print Production:

Project Management:

Client:

Studio:

14.125” x 8.75”

13.875” x 8.5”

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Hyundain/aNoneGraphic Industries/GRINDDigital Print

Client:Region:

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INDICATES AREA DESIGNATION AND DOES NOT PRINT. LIVE GUTTER/FOLD TRIM BLEED

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Project Title: 2016 Tucson Fuel Cell Welcome Owner’s Guide

Date: 3-30-2016 5:05 PM

Job#: HMA-CRM16-OLC-10393

Material Due: 3/28/16

Ad#: H-16-00258

Product: 2016 - Tucson Fuel Cell

Insert Date: 2016-04-06 Pubs: None

WCWCWC

DATEDATEDATE

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WCDATE

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ISO 12647-7 Digital Control Strip 2007100

807070100

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100 70 30100 60

100 100 60 100 100

100 60 100 70 30 100 60 40 70 4070 30 100 40 40 100 40 100 40 70 40 70 40 40 340 70 40 70 40 40

100 10070 70 30 30 100 100 60 70 70 4070 70 30 30 100 40 100 40 40 100 10 40 40 20 70 70 3.1 2.2 2.270 40 40 75 66 6650 40 4025 19 190 0 0 0

3%

B

A

FUELING WITH HYDROGEN Hydrogen Dispenser Nozzle

> There are two types of dispenser nozzles: one for H70 and one for H35

> Because the fuel is under pressure, the dispenser nozzle must be locked into place on the vehicle

> This vehicle uses compressed hydrogen stored at 10,000 psi (700-bar / 70MPs)

Hydrogen fueling stations offer two fueling options:

A) H70 fuels the vehicle at 10,000 psi and will provide a full tank of fuel. B) H35 fuels the vehicle at 5,000 psi and will provide ½ tank only.

CREDIT CARD TYPE STATIONS

1. Have you been trained First time only - Press “No” to use this equipment?

2. Training Images Displayed Press “OK”

3. Insert Card Slide credit card in reader slot

4. Enter ZIP Code # Enter billing ZIP Code

5. Print Receipt? Press “Yes”

6. Connect nozzle Attach nozzle to vehicle and lock in place; lift nozzle holder lever

7. Select Pressure Button Press H35 or H70

8. Filling Please wait

9. Remove nozzle Pull nozzle release lever, detach nozzle and replace in holder

10. Take receipt for reimbursement

IMPORTANT — BETTER SAFETY > Do not smoke or use a cell phone while refueling (same as with gasoline). > After attaching the nozzle to the vehicle, tug on it to ensure it is locked onto vehicle. If the nozzle is not secure, it will pop off and may cause harm. > After fueling is complete, the dispenser nozzle may stick to the vehicle. You may need to lightly wiggle the nozzle so that it detaches.

!

H70 (700-bar) Nozzle

H35 (350-bar) Nozzle

Rotate leverto lock & unlocknozzle to the vehicle

Pull the release lever to unlock the nozzle from the vehicle

Pull trigger to lock the nozzle to the vehicle

Display

H35/H70 Selection

KeypadCredit Card Reader

Display

F11 WirelessF12 Continue

Keypad

F6 Reset

Touchscreen

PIN TYPE STATIONS (requires PIN)

1. Enter PIN when ready Enter 7 digit PIN using the keypad

2. Press “Wireless” Press the F11 button

3. Pressurizing Please wait

4. Attach nozzle, press “Continue” Attach nozzle to vehicle and lock in place; Press the F12 button

5. Filling Please wait

6. Fill Complete Pull nozzle release lever, detach nozzle and replace in holder

Reminder, some stations have slightly different procedures.

> Newport Beach Station

1. Start Press “START” on the screen

2. Type in PIN Enter 7 digit PIN and press “OK” (for H35 need 2nd PIN)

3. Fueling nozzle connection Attach nozzle to vehicle and lock in place; press “OK”

4. Fueling in Progress Please wait

5. Fueling Complete Pull nozzle release lever, detach nozzle and replace in holder

> Burbank and Fountain Valley Stations require on-site training before usage. Please contact the concierge to set up an appointment.

> CSULA Station requires attendant on hand to facilitate refueling—hours of operation are M-F 9 am to 5 pm.


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Jeff Barry

Ureesha Qushair

Jenny Long

Peter Chaney

HH Patricia Marquez

Nicole Gomez

Simon Cho

Steve Yoshimura

Executive CD:

Creative Director:

Creative Director:

Associate CD:

Art Director:

Copywriter:

Proofreader:

Account Executive:

Product:

Print Production:

Project Management:

Client:

Studio:

14.125” x 8.75”

13.875” x 8.5”

13.375” x 8”

4.6875” x 8.5”

Bleed:

Trim/Die:

Live:

Folded Size:



Client:Region:

Advantage #:Vendor:

Element/Media:


Round:


Date: 3-30-2016 5:05 PM



Ad#: H-16-00258



WCWCWC

DATEDATEDATE

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QC :(Operator)

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807070100

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100 60 100 70 30 100 60 40 70 4070 30 100 40 40 100 40 100 40 70 40 70 40 40 340 70 40 70 40 40

100 10070 70 30 30 100 100 60 70 70 4070 70 30 30 100 40 100 40 40 100 10 40 40 20 70 70 3.1 2.2 2.270 40 40 75 66 6650 40 4025 19 190 0 0 0

3%

B

A

As part of the delivery process, the Hyundai sales consultant will review with the customer the Owner Web App/Fueling pamphlet, which has information about the owner smartphone web app, how to refuel, concierge services, and how to find refueling stations (registration to the Owner Web App is required to receive PIN codes that require them and get reimbursement for fuel cell stations that require credit card payment).

Looking for more detailed information? This Quick Reference Guide does not replace your vehicle’s Owner’s Manual. If you require additional information or are unsure of a speci�c issue, you should always refer to the vehicle’s Owner’s Manual or contact your authorized Hyundai dealer.The information contained in this Quick Reference Guide was correct at the time of printing; however, speci�cations and equipment can change without notice. No warranty or guarantee is being extended in this Quick Reference Guide, and Hyundai reserves the right to change product speci�cations and equipment at any time without incurring obligations. Some vehicles are shown with optional equipment. Please contact your Hyundai dealer for current vehicle speci�cations and optional equipment.

HYUNDAI Tucson Fuel CellQuick Reference Guide

TIRE PRESSURE MONITORING SYSTEM (TPMS) – page 34 Explain TPMS function to customer.

- When illuminated, one or more tires are under-inflated.

- Blinks for approximately one minute then remains illuminated when there is a malfunction with the TPMS.

☐ WINDSHIELD WIPER / WASHER - page 19

MAINTENANCEScheduled Maintenance Normal Usage Severe Usage*Hydrogen system

Hydrogen system(Check for hydrogen leaks)

Inspect 6,500 or 12 months Inspect More Frequently

FCEV cleaner �lter Replace 6,500 Replace More Frequently

Traction motor coolant1st Replace 130,000 or 120 monthsAfter that, replace every 26,000 or 24 months

Replace More Frequently

Fuel cell stack coolant Replace 38,000 or 36 months Replace More Frequently

Ion �lter Replace 6,500 Replace More Frequently

Reduction gear �uid No check, No service required Replace 78,000

Brake hoses and lines Inspect 13,000 or 12 months Inspect Same as normal

Drive shafts and boots Inspect 13,000 or 12 months Inspect 7,500

Front brake disc/pads, calipers Inspect 13,000 or 12 months Inspect More Frequently

Rear brake disc/pads Inspect 13,000 or 12 months Inspect More Frequently

Steering gear box, linkage & boots/lower arm ball joint, upper arm ball joint


Suspension mounting bolts Inspect 13,000 or 12 months Inspect Same as normal

Climate control air �lter Replace 13,000 or 12 months Replace More Frequently

Brake �uid Inspect 26,000 or 24 months Inspect More Frequently

Parking brake Inspect 26,000 or 24 months Inspect More Frequently

Climate Control Air Filter (for Evaporator and Blower Unit)

Replace 13,000 or 12 months Replace More Frequently

Air Conditioning System Operation Inspect 13,000 or 12 months Inspect Same As Normal

Disc Brake and Pads Inspect 13,000 or 12 months Inspect More Frequently

*See Owner’s Manual for details.

MIST - Single wipe

OFF - Off

INT - Intermittent wipeAUTO - Auto control wipe

LO - Normal wiper speed

HI - Fast wiper speed

NP150-T2015-FC(Rev 05/14/14)

Printing 05/17/14

WALK THE CUSTOMER THROUGH EACH OF THE FOLLOWING KEY DELIVERY FEATURES

www.hyundai.com

Roadside Assistance: 1-800-243-7766 Consumer Affairs: 1-800-633-5151 XM® Radio: 1-800-967-2346

During this phase:

1. You will demo how convenient and easy it is to locate the nearest refueling stations using the Owner Web App.

2. Review how to access the preprogrammed list of fueling stations featured in the Navigation Quick Reference Guide.

3. (Note: The owner QRG should be signed by both the customer and sales consultant.)


FuelingIn addition to the Owner Web App/fueling pamphlet they receive at delivery, new FCEV owners based in Southern California are eligible for in-person training from the Fuel Cell Concierge for legacy stations, which require a PIN code versus a credit card.

Note: Newer stations operate like conventional gas stations and do not require special training but are supported by the fueling pamphlet.

The key differences you’ll want to point out are the fuel stack and how to fill it, where the tanks and sensors are, and that, otherwise, the vehicle is like a conventional gas-powered Tucson.

Refer to the tab section ‘Refueling’ to see the simple step-by-step process and how to locate refueling stations.

To view a training video, go to https://www.youtube.com/watch?v=HAjuB0xxhN8. Legacy stations require a PIN. All newer stations require only a credit card (no PIN).

End of Lease

The end of lease is handled much like a conventional lease program with the exception that the vehicle will not be available for purchase. However, qualified customers may elect to lease a new Tucson FCEV. Customers should be directed to contact the Fuel Cell Concierge with any questions or issues throughout the lease.


EndofLeaseProcess

InformCustomerEndofLeaseApproaching

HMF

CustomerReturnsVehicletoDealership

Dealership

ContactCustomer-InterestinNewLease? HoldVehicle ReturnVehicletoHMA LeaseStop

Owner Dealership HMAConcierge HMF

Action:

HMFneedstodevelopmessagingNeedtoinformatleastonemonthbeforeend.

HMFtoinformHMA&Dealerofimpendingvehicle return

Action:

ConventionalprocesswithNOoptiontopurchasevehicle

IFcustomerisleasinganewTucsonFuelCellsee"SalesProcess"Worksheet

Action:

Dealercontactsownerandinquiresifinterested inleasinganewTucsonFC.

No- nofurtheractionYes- Dealerordersunit(seeSalesProcessWorksheet- OrderVehicletoHMA)

Action:

Dealerdoesnotgroundvehicle

DealercallsHMAConciegetopickupvehicle.

Action:

ConciergecallsRSAtopickupvehicelanddeliver toHMA

ConciergeinformsService-NewTechthatvehicle isreturning.

ConciegecontactHMFwhenvehiclehasbeenpickedup

VehicleEOLPaperwork

xxx

CrushVehicle

xxx

PartsRecovery

xxx

Action:

tbd

Action:

PreciousmetalfromstackBatteryrecycling

VehicleDonationAction:

-Possibleuseforlocalschools/ universities-Technician trainingcenters

VehicleRepurposeAction:

-Reuse fuelcellstackfortraining-Employeeleasevehicles

End of Lease Process

• HMF needs to develop messaging• Need to inform at least one month before end.• HMF to inform HMA & Dealer of impending vehicle return

• Dealer contacts owner and inquires if interested in leasing a new Tucson Fuel Cell.• No- no further action• Yes- Dealer orders unit (see Sales Process Worksheet-Order Vehicle to HMA)

• Conventional process with NO option to purchase vehicle• IF customer is leasing a new Tucson Fuel Cell, see “Sales Process” Worksheet

• Dealer does not ground vehicle• Dealer calls HMA Conciege to pick up vehicle

• Concierge calls RSA to pick up vehicle and deliver to HMA• Concierge informs Service-New Tech that vehicle is returning• Conciege contact HMF when vehicle has been picked up

HMF Dealership Owner Dealership HMA Concierge HMF

Maintenance and Repairs

HYUNDAI TUCSON FCEV PROGRAM – DEALER REFERENCE GUIDE D-1

Explaining Maintenance to Your Customer

While it is not necessary to know every aspect of FCEV service, maintenance and the repair process, it is important to be prepared to explain the overall process to your

customers. Depending on the nature of the maintenance or repair, it will be handled at the dealership or an HMA FCEV facility.

Note: Hyundai dealerships have access to Techline for assistance with maintenance and minor repairs, including lights, wipers, tires, trim, glass and suspension.

Here is an overview of the process:

• HMA Service contacts the Fuel Cell Concierge that maintenance is due.

• Concierge contacts customer to schedule a convenient date/time and then informs the dealership. (Note: The Concierge may need to arrange a flatbed to pick up a gas- powered Tucson loaner from dealership, deliver the loaner to customer, and pick up FCEV to be delivered to dealership for maintenance — Concierge needs to have proper customer documentation at the time of pickup.)

• The Hyundai dealer needs to assign and maintain two gas-powered Tucson models that can be used as loaner vehicles for FCEV customers.

• Dealer calls Techline when vehicle arrives at dealership.

• If the vehicle has been in an accident, the dealer needs to contact Techline. HMA will arrange vehicle inspection and advise dealer of further actions.

• Once maintenance/repairs are complete, the process is reversed with the FCEV returned to the customer and the loaner vehicle back to the dealership.

Customer contacts Concierge to request maintenance

or repair

Concierge schedules

appointment and alerts Dealer

Concierge contacts customer

to coordinate service with dealer

Advisor keeps customer informed of

status and estimated time of completion

Concierge schedules

appointment and alerts Dealers

Loaner delivered and customer car

is picked up

Customer and vehicle arrive at

dealership

Vehicle and/or customer arrive at

dealership

Advisor sets turnaround time

expectation

If vehicle has less than half a tank of fuel, tank is filled

Customer receives alternate

transportation

END

Vehicle is serviced or repaired (all maintenance and repairs require a call to Techline and must have a Techline case)

- Must be platinum-level technician- Must be fuel cell certified

Advisor completes standard

delivery process

HMA Concierge Managed Service

Customer Direct Managed Service

Owner Web App

HYUNDAI TUCSON FCEV PROGRAM – DEALER REFERENCE GUIDE E-1

24-hour Support

AUTHORIZED FUELING STATIONS > Your Tucson Fuel Cell can only be fueled at Hyundai approved hydrogen refueling stations.

> Please contact the concierge or refer to your mobile app for a complete list of approved stations.

> Approved hydrogen refueling stations have been preprogrammed into your vehicle’s navigation system— Refer to your Owner’s Manual for operating instructions.

> Additional information on current and upcoming stations can also be found at California Fuel Cell Partnership (cafcp.org).

Northern California Southern California

BETTER COVERAGE For any questions regarding fueling, vehicle operation, vehicle servicing, etc. contact your dedicated concierge 24/7.

BETTER SERVICING AND MAINTENANCE > All vehicle maintenance, service or repair must be performed at a Hyundai dealership authorized to service hydrogen fuel cell vehicles.

> Please contact the concierge for a complete list of dealerships authorized to service the Tucson Fuel Cell.

IN CASE OF A VEHICLE ACCIDENT> Please report all vehicle accidents, regardless of severity, to the concierge. Authorized Hyundai technicians need to inspect the fuel cell system to ensure proper operation.

> If your vehicle is inoperable, the concierge will arrange for transport of your vehicle to an authorized Hyundai Fuel Cell service dealership.

Hyundai Motor America is not a manufacturer of refueling equipment. Any questions regarding the detailed operation of individual refueling instructions should be directed toward the equipment manufacturer.

TH

E LEAGUE OF TUCSON

FUEL CELL D RIVERS

WELCOME TO THE LEAGUE OF EXTRAORDINARY TUCSON FUEL CELL DRIVERS.

Critical rst step—Get the app at HyundaiHydrogenFuel.com

Using your smartphone, save our web app to your mobile home screen and register your vehicle.

The web app provides:> Locations of authorized fueling stations> Owner unique PINs (for fueling)> Fueling stations status (open/closed)> Fueling reimbursment process

Note: At certain stations, you need a unique PIN to fuel.

844.462.2355

TH

E LEAGUE OF TUCSON

FUEL CELL D RIVERS

SanFrancisco

San Jose

Fresno

Long Beach

Los Angeles

San Diego


Placed ImagesMY16_TL_0092.ai (25.14%, 8.03%), CA_map_H_V1.ai (57.78%), Chrome_HyundaiLogo_Horiz_W.ai (16.86%)

DIN Offc Pro (Cond Bold, Regular, Bold, Medium)Fonts Used

Colors Used: Cyan, Magenta, Yellow, Black

Scott Muckenthaler

Shane Diver

None

Lori Martin

Imke Daniel

Jeff Barry

Ureesha Qushair

Jenny Long

Peter Chaney

HH Patricia Marquez

Nicole Gomez

Simon Cho

Steve Yoshimura

Executive CD:

Creative Director:

Creative Director:

Associate CD:

Art Director:

Copywriter:

Proofreader:

Account Executive:

Product:

Print Production:

Project Management:

Client:

Studio:

14.125” x 8.75”

13.875” x 8.5”

13.375” x 8”

4.6875” x 8.5”

Bleed:

Trim/Die:

Live:

Folded Size:



Client:Region:

Advantage #:Vendor:

Element/Media:


Round:


Date: 3-30-2016 5:05 PM



Ad#: H-16-00258



WCWCWC

DATEDATEDATE

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WCDATE

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WCDATEWCDATE

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LS: Rnd:18456 Innocean H-16-00258 150 2.0

4:16 PM 3/31/16 print


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10 25 50 75 90 100

107 7 100 100 100100 100 60 100 100 70 70 30 30

100 70 30100 60

100 100 60 100 100

100 60 100 70 30 100 60 40 70 4070 30 100 40 40 100 40 100 40 70 40 70 40 40 340 70 40 70 40 40

100 10070 70 30 30 100 100 60 70 70 4070 70 30 30 100 40 100 40 40 100 10 40 40 20 70 70 3.1 2.2 2.270 40 40 75 66 6650 40 4025 19 190 0 0 0

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Hyundai’s Owner Web App is designed to provide easy-to-access support once the new FCEV customer takes delivery.

At delivery, every FCEV owner will receive an Owner Web App/fueling pamphlet that includes:

• The Fuel Cell Concierge’s phone number and instructions to call if they have any questions or if they are involved in an accident.

• A reminder to install the Owner Web App, which includes:

� Station PIN codes for refueling at legacy stations

� Status of refueling stations (open/closed; station map, etc.)

� Instructions on how to load the Owner Web App onto their smartphone

• Instructions on how to refuel their vehicle.

• How to find information on fueling station locations.

Refueling

HYUNDAI TUCSON FCEV PROGRAM – DEALER REFERENCE GUIDE F-1

Refueling — Easy as 1-2-3

“Retail” POS dispenser“Old” PIN based dispenser

Sale Amount (kg - $)

Step by step Instructions

Credit Card ReaderKeypad

Receipt

Select Fuel Type (35/70 Mpa)

Customers are often thrilled to learn that the Tucson Fuel Cell can be completely refueled – from empty to full – in a matter of minutes. The refueling process is very

similar to a conventional gas-powered model. Hydrogen fuel stations offer two types of fueling options: 1) H70 fuels the vehicle at 10,000 psi. 2) Hydrogen H35 fuels the vehicle at 5,000 psi. The Tucson FCEV can be refueled using either option. However, only H70 will provide a full tank of fuel; H35 will only fuel up to ½ of a tank.

Here’s how it works:

1. Review and follow instructions on the fuel dispenser. (There are two types of dispenser nozzles for H70 and H35.)

2. Connect the hydrogen nozzle. Because the fuel is under pressure, it is important to pull on the nozzle to make sure it is securely locked in place in order to avoid potential injury or damage to the vehicle.

3. Pull the trigger (for H70 fill) to lock the nozzle to the vehicle and press Start to begin pumping. To unlock the nozzle from the vehicle, pull the release lever. To lock or unlock the nozzle from the vehicle (for H35 fill), rotate the lever in the appropriate direction. Press Start to begin pumping.


There are some important safety measures to review with the customer:

1. Do not smoke or use a cell phone when refueling.

2. Be sure the nozzle is securely connected to the vehicle before beginning to refuel.

3. After refueling, the nozzle may seem to “stick” to the vehicle. Lightly wiggling the nozzle will help detach it.

Note: Once refueling is complete, the fuel-filler door must be completely closed and locked; otherwise, the vehicle will not start.

Once again, here is the link to the training video: https://www.youtube.com/watch?v=HAjuB0xxhN8. (Legacy stations require a PIN. All newer stations require only a credit card, no PIN).

Convenient Fueling Locations


Some of the most common concerns expressed by customers involve driving range and access to refueling stations. The Tucson FCEV currently has an EPA-estimated driving range of around 265 miles, which is comparable to many similar-size conventional vehicles. This also surpasses the driving range of today’s typical EVs.

As of early 2016, there are 15 hydrogen fuel stations in Southern California, 5 in Northern California and 1 in Central California. These are all the public stations that have been approved for use by HMA. (Customers should not attempt refueling their vehicles at fuel cell stations that are not approved by HMA for their Tucson FCEV.) By mid-2016, the State of California estimates there will be approximately 20 stations in Southern California and 7 stations in Northern California. What’s more, California has approved legislation that will provide $20 million per year over the next few years for the development of 100 hydrogen refueling stations. This will help alleviate customer concerns about refueling their Tucson FCEV.

The Owner Web App will include the latest updates on stations currently open or opening in the near future. All stations to be opened in the future will be credit card only—no PIN codes accepted.

Safety

HYUNDAI TUCSON FCEV PROGRAM – DEALER REFERENCE GUIDE G-1

Proven Safety and Reliability• Crash Testing: Front (35 mph, 40% offset), Rear (52 mph, 70% offset)

• Sled Testing: 8G Impact Simulation

• Fire Testing: Vehicle & H2 Tank (based on GTR-Global Technical Regulation)

There are a number of myths and misconceptions involving the use of hydrogen fuel. In fact, hydrogen has the lowest ignition energy of any fuel — less than one-tenth of

conventional fuels. It has been used for space flight since the 1950s and has a proven track record for safety and reliability.

Hyundai has always put customer safety first. Through comprehensive quality and safety test procedures, the new Tucson FCEV will set a new standard for eco-friendly vehicles.

• More than 2 million test miles have been logged since Hyundai’s very first fuel cell fleet model was launched in 2000.

• Tucson FCEV customers have logged over 1 million miles in their vehicles since the launch of our customer lease program in 2014.

• Extensive crash, fire and leak testing has been conducted to confirm the reliability and safety of the Tucson Fuel Cell.


The Crash Test

Held to the same high standards as conventional gas-powered vehicles, the Tucson FCEV quickly established its ability to provide excellent protection in front, side and rear collisions — all without hydrogen leaks or damage to the storage tanks.


The Hydrogen Tank Test

수소안전시스템Hydrogen Gas Detector Sensor

In-tank Solenoid Valve (ITS)Pressure Relief Device (PRD)Excessive Flow Valve (EFV)

Impact sensor

Pressure Relief Valve (PRV)

• Constructed of aluminum alloy and carbon composite, the hydrogen storage tank has been put through the most rigorous and demanding tests imaginable — including severe accident scenarios — to prove that it more than meets the criteria for certification.

• In the event hydrogen starts leaking, sensors close off the valves in the storage tank.

• In the event of a collision, a system controller immediately cuts off the flow of hydrogen.


The Fire Test

• Using the same test procedures conducted with internal combustion engine vehicles, the Tucson FCEV delivered outstanding results.

• In the case of a vehicle fire, the Tucson Fuel Cell system is designed to vent off the hydrogen in the storage tanks at a controlled rate to avoid any explosion.

Numerous Passive and Active Safety Features

Like its gas-powered counterpart, the Tucson Fuel Cell is also equipped with advanced passive and active safety features designed to provide passengers with optimal protection. Here are just a few examples.

Passive Safety Features

• Highly reinforced safety design — Extensive use of high-strength steel helps absorb and disperse the energy from a collision before it reaches the passenger compartment

• Six standard airbags — Dual driver and front-passenger airbags, dual front seat- mounted and dual side curtain airbags help prevent or minimize the risk of injury during a collision.

• Active headrests — In the event of a collision, they channel the force of the front seat passengers’ size and weight into motion to help avert injury from whiplash.

Active Safety Features

• Multifunction disc brakes — Ventilated front disc brakes and solid rear disc brakes supplement the braking force supplied by the electric motor, when it is in regeneration mode. The more brake pedal pressure is applied, the more electrical regeneration and electric motor braking force is supplied. In emergency braking, regeneration braking force and disc “friction” braking force are both used.

• Electronic Stability Control (ESC) — This system helps compensate for over- or understeering by predicting the driver’s intended path and applying the right amount of braking force to the appropriate wheels to help maintain control.

• Hill-start Assist Control (HAC) — HAC “holds” the brakes for a few seconds to give the driver time to move his or her foot from the brake.

Sample Forms

HYUNDAI TUCSON FCEV PROGRAM – DEALER REFERENCE GUIDE H-1

Initial Customer Application for Qualification


Sample Script for Initial Call to Potential Lessee

Script for Initial Call to Potential Lessees

When making the initial call to a potential lessee, it is important to cover these six key items starting with the benefits offered by the Tucson FCEV.

1. Benefits of the Tucson Fuel Cell

2. Lease Terms

3. Insurance

4. Hydrogen Fueling Stations

5. Data Logger

6. Test Drive

Tucson Fuel Cell Benefits

• Zero Emissions – “Zero greenhouse-gas emissions, emits only water vapor.”

• Free Fuel – “Included in your lease is free fuel for the entirety of your lease.”

• Free Maintenance – “All scheduled maintenance is included and performed by a certified dealer. A complimentary loaner vehicle will be provided when necessary.”

• HOV Sticker – “Qualifies for California’s HOV white sticker.”

• 24/7 Concierge Service – “Complimentary 24/7 concierge service is included to assist you with fueling questions, scheduling maintenance appointments, and assisting with vehicle emergencies.”

• Single Trim – “This vehicle comes fully loaded with no options. The vehicle is offered with… ”

• Choice of three colors: white/blue/silver; all come with a black leather interior.

• Available exterior graphic wrap (choice of two), free of charge.

Cruise control, sunroof and AWD are, unfortunately, not available.

Lease Terms – “Please remember this is a 36-month/36,000-mile closed-ended lease, meaning there is no early termination available and no vehicle purchase option. You have the option to increase the mileage limit to 45,000 miles for an extra $30 a month. In addition, no modifications can be made to the vehicle during the lease term.

Insurance – “It is important that you contact your current insurance company to see if they cover the Tucson Fuel Cell. Hyundai has identified both Allstate and State Farm as insurance companies that can insure the Tucson Fuel Cell.” (Allstate: 1-800-255-7828, State Farm: 844-205-9626)


Fueling Stations – “The Tucson Fuel Cell is powered by hydrogen and does not run on gasoline. There are currently a limited number of hydrogen refueling stations available. Hyundai has no direct control over these refueling stations.

“There are 2 types of hydrogen fueling stations. Most require a credit card. At these stations you will need to use your credit card to fuel. Fueling charges will be reimbursed through an owner smartphone app and will be made via a Hyundai-provided debit card. Some other stations require a PIN code. For these stations you will be provided with a set of unique PINs. These PINs are specifically assigned to each owner – Please do not share these PIN codes with anyone else.”

“At times a station may go “off-line” and not be available. While the concierge will notify you if a station goes off-line, via email, text, or Owner Web App, we want to make sure that you are OK traveling to a backup station if your primary location is not available. Is this acceptable to you?”

Data Logger – “Your vehicle may be equipped with a data logger that records hydrogen stack performance, fueling intervals and miles. At no time does it track your location.” Is this acceptable to you?”

Test Drive – “Would you like to set up an appointment to test-drive a Tucson Fuel Cell Vehicle?

“After you test-drive the vehicle, if you are still interested in leasing a Tucson Fuel Cell, you will be asked to complete a lease application and provide a $500 deposit. Once you have been approved by Hyundai Motor Finance, we will arrange for delivery of your new Hyundai Fuel Cell Vehicle.”


Fuel Cell Vehicle Request

Tucson Fuel Cell Vehicle Request

INSTRUCTIONS: Please complete the top portion of this form and email to [email protected]. For questions, please contact Ayumi Suenaga at 714-594-1511.

Request Date:

Dealer Code:

Dealer Name:

Customer Name:

Receipt Number:

HMF Approval Code:

Color:

Wrap (examples below)

To be completed by HMA Western Region Distribution

Received Date:

Allocated VIN:

Transport Date:


Quick Reference Guide

Looking for more detailed information? This Quick Reference Guide does not replace your vehicle’s Owner’s Manual. If you require additional information or are unsure of a speci�c issue, you should always refer to the vehicle’s Owner’s Manual or contact your authorized Hyundai dealer.The information contained in this Quick Reference Guide was correct at the time of printing; however, speci�cations and equipment can change without notice. No warranty or guarantee is being extended in this Quick Reference Guide, and Hyundai reserves the right to change product speci�cations and equipment at any time without incurring obligations. Some vehicles are shown with optional equipment. Please contact your Hyundai dealer for current vehicle speci�cations and optional equipment.

HYUNDAI Tucson Fuel CellQuick Reference Guide

TIRE PRESSURE MONITORING SYSTEM (TPMS) – page 34 Explain TPMS function to customer.

- When illuminated, one or more tires are under-inflated.

- Blinks for approximately one minute then remains illuminated when there is a malfunction with the TPMS.

☐ WINDSHIELD WIPER / WASHER - page 19

MAINTENANCEScheduled Maintenance Normal Usage Severe Usage*Hydrogen system

Hydrogen system(Check for hydrogen leaks)


FCEV cleaner �lter Replace 6,500 Replace More Frequently

Traction motor coolant1st Replace 130,000 or 120 monthsAfter that, replace every 26,000 or 24 months

Replace More Frequently

Fuel cell stack coolant Replace 38,000 or 36 months Replace More Frequently

Ion �lter Replace 6,500 Replace More Frequently

Reduction gear �uid No check, No service required Replace 78,000

Brake hoses and lines Inspect 13,000 or 12 months Inspect Same as normal

Drive shafts and boots Inspect 13,000 or 12 months Inspect 7,500

Front brake disc/pads, calipers Inspect 13,000 or 12 months Inspect More Frequently

Rear brake disc/pads Inspect 13,000 or 12 months Inspect More Frequently

Steering gear box, linkage & boots/lower arm ball joint, upper arm ball joint


Suspension mounting bolts Inspect 13,000 or 12 months Inspect Same as normal

Climate control air �lter Replace 13,000 or 12 months Replace More Frequently

Brake �uid Inspect 26,000 or 24 months Inspect More Frequently

Parking brake Inspect 26,000 or 24 months Inspect More Frequently

Climate Control Air Filter (for Evaporator and Blower Unit)

Replace 13,000 or 12 months Replace More Frequently

Air Conditioning System Operation Inspect 13,000 or 12 months Inspect Same As Normal

Disc Brake and Pads Inspect 13,000 or 12 months Inspect More Frequently

*See Owner’s Manual for details.

MIST - Single wipe

OFF - Off

INT - Intermittent wipeAUTO - Auto control wipe

LO - Normal wiper speed

HI - Fast wiper speed

NP150-T2015-FC(Rev 05/14/14)

Printing 05/17/14

WALK THE CUSTOMER THROUGH EACH OF THE FOLLOWING KEY DELIVERY FEATURES

www.hyundai.com

Roadside Assistance: 1-800-243-7766 Consumer Affairs: 1-800-633-5151 XM® Radio: 1-800-967-2346

H-6

Hyundai Tucson Fuel Cell New Owner Acknowledgements

As a new Hyundai Tucson Fuel Cell owner, we want to ensure that you have only the best experience with this new cutting-edge technology. As with any new innovative technologies, we want to make sure that you as a new owner understand the special circumstances related to this vehicle.

Lease Terms – Please acknowledge that the only terms available at this time are a 36-month/36,000 mile closed end lease; no early termination and no vehicle purchase at end of lease option. For an additional $30/month, you can opt for an additional 9,000 miles during the life of the lease. There is a firm 50,000-mile maximum allowance on the vehicle at which time Hyundai Motor America has the right to ask for the return of the vehicle.

Fueling Station – Please acknowledge that Hyundai is in no way responsible for the operation of the fueling stations. At times, stations may experience temporary closures for maintenance and repairs. Therefore, you must be willing to travel to other refueling stations, which may require further travel time, should their primary station temporarily go “off-line.”

Data Logger – Please acknowledge that your vehicle may contain a data logger that records hydrogen stack performance, fueling intervals, and miles driven. At no time will your location be tracked or recorded. This information will only be used by Hyundai in order to monitor vehicle performance.

I, , have read and accept all the facts and conditions listed in this document related to the ownership of the Hyundai Tucson Fuel Cell.

Initial: Date:


Example Lease Application

Form No. LSE HMF CA TFC (Rev. 10/1/2015) Page 1 of 7

California Motor Vehicle Lease AgreementTucson Fuel Cell

Lease Date: __________________ Call us toll-free at (800) 523-4030

Lessee and Co-Lessee (“you,” “your” and together the “Lessee”) each agree to lease the Leased Vehicle described above, including all equipment, parts and accessories (the “Vehicle”) from Lessor (“we,” “us” and “our”) according to the terms and conditions of this Motor Vehicle Lease Agreement (“Lease”). Each of you who executes this Lease will be individually liable to us for all Lease obligations and for the entire amount owing under this Lease. After you sign this Lease, we will assign it to Hyundai Lease Titling Trust (“HLTT”) and the terms “Assignee,” “we,” “us” and “our” will refer to HLTT and its agents or to any subsequent assignee.

Lessee: ______________________________________________Co-Lessee: ______________________________________________Billing Address: ______________________________________________ Address

______________________________________________ City State Zip

LESSEE(S):

Dealer: ___________________________________________________

Address: ___________________________________________________ Street Address

___________________________________________________ City State Zip

LESSOR (Dealer):

o New o Used

____________________________________________________________Year Make Model Odometer

VIN: ________________________________________________________o If checked, the Vehicle’s primary intended use is for a Business,

Commercial or Agricultural purpose.

LEASED VEHICLE:

o Check box if same as the Billing Address, above.

____________________________________________________________(Street Address – No P.O. Boxes)

____________________________________________________________City State Zip County

GARAGING ADDRESS where the Vehicle will be principally located:

______ ________________ ___________________Year Make Model

DESCRIPTION OF TRADE-IN VEHICLE:

1. PARTIES AND VEHICLE DESCRIPTIONS

6. *ITEMIZATION OF AMOUNT DUE AT LEASE SIGNING OR DELIVERYA. Amount Due at Lease Signing or Delivery:

(1) Capitalized Cost Reduction .......................................... $_____________(2) Tax on Capitalized Cost Reduction .............................. $_____________(3) First Monthly Payment .................................................. $_____________(4) Refundable Security Deposit ........................................ $_____________(5) Acquisition Fee (if not capitalized above) ..................... $_____________(6) Initial License, Title and Registration Fees ................... $_____________(7) Sales/Use Tax .............................................................$_____________(8) Document Processing Fee (Not a Gov’t. Fee) ............. $_____________(9) California Tire Fees ......................................................$_____________(10) Electronic Registration Fee (Not a Gov’t. Fee) ............. $_____________(11) _______________________________________ ....... $_____________(12) _______________________________________ ....... $_____________(13) _______________________________________ ....... $_____________(14) TOTAL .........................................................................$_____________

B. How the Amount Due at Lease Signing or Delivery will Be Paid:

(1) Net Trade-in Allowance ............................................... $_____________(2) Rebates and Noncash Credits ..................................... $_____________(3) Amount to Be Paid in Cash (from 6(a) Line 14) ........... $_____________(4) _______________________________________ ....... $_____________

(5) TOTAL .........................................................................$_____________

FEDERAL CONSUMER LEASING ACT DISCLOSURES2. AMOUNT DUE

AT LEASE SIGNING OR DELIVERY (Itemized below)*

$______________

3. MONTHLY PAYMENTS

A. Your first Monthly Payment of $__________ is due on _____________ followed by _______ payments of $_____________ due on the _________ of each month, beginning on _______________________.

B. The Total of your Monthly Payments is $________________.

4. OTHER CHARGES(Not part of your Monthly Payment)

____________________ ...$________________

5. TOTAL OF PAYMENTS

(The amount you will have paid by the end of the Lease)

$________________

Gross Agreed Upon Trade-in Allowance ...................................................... $_____________Outstanding Prior Credit or Lease Balance (To Be Paid by Dealer/Lessor) ... $_____________Net Trade-in Allowance (if less than 0, then enter 0) ..................................... $_____________

Hyundai Tucson Fuel Cell

NA

NA 0

NANANA

0


CA Rebate Application


White HOV Decal Application

Be sure to check the Hydrogen fuel

cell box.


Statement of Facts Form

Key Contacts

HYUNDAI TUCSON FCEV PROGRAM – DEALER REFERENCE GUIDE I-1

Contact for dealer questions about fuel cell vehicle

Contact your DSM

Tiger Cosmos

Sr. Manager

Retail Process Improvement

(714) 965-3967

[email protected]

Contact for dealer questions about fuel cell finance process

Thomas Spencer – (818) 438-8986

· Tustin Hyundai · Win Carson Hyundai · Keyes Hyundai

Alma Cabral – (949) 285-2617

· Hardin Hyundai

Chris Christovale – (510) 340-0308

· Capitol Hyundai

Contact for service or repair questions about fuel cell vehicle

Call Techline first

(800) 325-6604, option #2

Contacts for customer questions about fuel cell vehicle

Dedicated Fuel Cell Concierge

(844) 462-2355

Notes

HYUNDAI TUCSON FCEV PROGRAM – DEALER REFERENCE GUIDE J-1

Documents

Hyundai Tucson FCEV Program - d30b7qpdr42cmh.cloudfront.net · HYUNDAI TUCSON FCEV PROGRAM – DEALER REFERENCE GUIDE A-2 Hyundai — A World Leader in Fuel Cell Technology Tucson