TC13-005

>
Volume: XVIII
Number: TC13.00S
Date:
02/2512013
.lL._ Action
.lL._ Retain
Information
TOYOTA
PRODUCT SUPPORT DIVISION
PD Dealer Operations/Parts & Service Vice Presidents,
Region/PD Customer Service Field Managers,
Region/PD Technical Service & Training Managers,
Region/PD CusEfo
e Service Operations Managers
To:
All
All
All
All
From:
BobWaltz
Vice-PresiCn;,P;o
&,
Subject:
ct Quality and Service Support
Owner Renotification of Non-Completed Safety Recalls and Limited Service Campaigns
Toyota will be sending Safety Recall Follow-Up Notices to remind owners whose vehicles have not yet had
campaign repairs completed. Please note the following information for Regional and PD associates.
1.
Safetv Recalls and Limited Service Camoaians Covered in the Renotification
Campaigns
AOG
AOH
Description {Title)
Skid Control ECU Calibration Update
Steering Column Upper Bracket Replacement
BOM
Crankshaft Pulley Replacement
COE
Stop Lamp Switch Replacement
COF
Exhaust Gas Control Actuator Replacement
2.
Dealer Letter Mailing Date
Dealer Letters will be mailed in late-February 2013.
3.
Follow-Up Owner Notification Letter Mailing Date
Model and Model Year
Certain 2003 MY Sequoia
2000-2004 MY Avalon
Certain 2004 MY Avalon
Certain 2004-2005 MY Camry/Solara
Certain 2004-2005 MY Highlander
Certain 2004-2005 MY Sienna
Certain 2006 MY Highlander HV
2oog MY Camry
2009- 2011 MY Venza
2011-2012 MY Highlander HV
2012 MY Prius V
The Safety Recall Follow-Up Owner Notification Letters ("owner letters") will begin approximately one week
after the dealer notification. The owner letters will be mailed, by first class mail, over a period of several
weeks consistent with parts availability.
4.
Number of Covered Vehicles
We have enclosed the following campaign Summary Reports in the Dealer Operations/Parts & Service VP's,
CSFM's, TSTM's, and CSOM's package for the campaigns covered in this renotification:
• Region/PD Summary Reports that provide an overview of the entire Region/PD for each campaign.
• District Summary Reports that indicate the number of covered vehicles per dealership in each district for
each campaign.
5.
Customer Handling and Dealership Follow-Up
Toyota encourages dealerships to follow-up with their customers by telephone to remind them of the noncompleted Safety Recall. A word track has been provided in the dealer letter for this purpose. To assure a
consistent and accurate description of the Safety Recall is communicated to the customer, dealership
associates are requested to refer to the specific Safety Recall Q&A (available in TIS) to answer any specific
customer questions.
Please review this letter with your staff and familiarize them with the content to help maximize our combined
customer satisfaction efforts. Please refer to the attached Dealer Letter for additional information.
"
>Thank you for your cooperation.
Enclosures
cc:
Region/Private Distributor Assistant General Managers
Region/Private Distributor Customer Service Operations Managers
Region/Private Distributor Service Managers/DirectorsNPs
Region/Private Distributor Parts Managers/DirectorsNPs
Region/Private Distributor Customer Services Field Managers
Region/Private Distributor Technical Services and Training Managers
Region/Private Distributor District Service and/or Parts Managers
Region/Private Distributor Customer Relations Managers
Region/Private Distributor PDC Managers
Region/Private Distributor Field Technical Specialists
Region/Private Distributor Service Training Specialists
Region/Private Distributor Vehicle Operations Managers
All NAPC General Managers
All TMS Sales Administration Managers
All TMS Product Quality & Service Support Managers
All Field Product Engineers
M.
R.
G.
W.
G.
J.
D.
F.
Bevan
Broughman
Bryan
Burns
Christoff
Colon
Colvin
Davidson
D.
R.
G.
K.
J.
D.
M.
R.
Depew
Dufresne
Fogg
Ito
Lang
Marsh
Michels
Perez
D.
c.
c.
B.
H.
G.
R.
J.
Pettitt
Reynolds
Roberts
Sciumbato
Siddiqi
Smith
Specht
Stempkowski
N.
J.
K.
T.
A.
B.
M.
D.
Swartz
Tetherow
Ura
Minyon
Vaish
Waltz
Warrick
Zellers
TOYOTA
Toyota Motor Sales, U.S.A., Inc.
19001 South V.-'estem Avenue
Torrance. CA 90501
(3!0) 4684000
To:
All Toyota Dealer Service Managers & Parts Managers
Subject:
Owner Renotification of Non-Completed Safety Recalls and Limited Service Campaigns
Safety Recall completion is important not only in satisfying government requirements but also is an integral part of
our commitment to meet customer expectations of Toyota products. Toyota will be sending Safety Recall Follow-Up
Notices to remind owners whose vehicles have not yet had campaign repairs completed.
We request your assistance in completing the applicable campaign repairs as owners receive the Follow-Up Notice
and contact your dealership. Please note the follow-up activity may cause an increase in your current campaign
owner appointments. Toyota will continue with additional follow-up activities in the months to come. Please take
this into consideration when analyzing your manpower requirements.
2.
1
Safetv Recalls and Limited Service Camoaians Covered in the Renotification
Campaigns
2.
AOG
AOH
Description (Title)
Skid Control ECU Calibration Update
Steering Column Upper Bracket Replacement
BOM
Crankshaft Pulley Replacement
COE
Stop Lamp Switch Replacement
COF
Exhaust Gas Control Actuator Replacement
Model and Model Year
Certain 2003 MY Sequoia
2000-2004 MY Avalon
Certain 2004 MY Avalon
Certain 2004-2005 MY Camry/Sciara
Certain 2004-2005 MY Highlander
Certain 2004-2005 MY Sienna
Certain 2006 MY Highlander HV
2009 MY Camry
2009- 2011 MY Venza
2011-2012 MY Highlander HV
2012 MY Prius V
Follow-Up Owner Notification Letter Mailing Date
The Safety Recall Follow-Up Owner Notification Letters ("owner letters") will begin approximately one week
after the dealer notification. The owner letters will be mailed, by first class mail as required by Federal
Regulation, over a period of several weeks consistent with parts availability.
3.
Technical Instructions
Technical Instructions to conduct these campaigns can be found on TIS.
4.
Number of Covered Vehicles
Dea/er Reports will contain the number of covered vehicles per dealership where applicable. These
counts are based upon the dealership's Primary Marketing Area (PMA) or selling dealership where applicable.
Based upon our records, a dealership which does not have a vehicle covered by this renotification in their
PMA will receive a report indicating so.
•
•
'DR2-D-Page2
5.
Parts Ordering
The applicable parts ordering information can be found in the Dealer Cover Letter and Technical Instructions
of the specific Safety Recall. As a practice, please utilize the following guidelines to determine your parts
order for this renotification activity:
•
•
•
•
6.
Check current stock levels.
Order parts ensuring that dealership stock levels do not exceed 5% of the notices being mailed in your
dealership's PMA.
Subsequent orders should be based on customer appointments.
Replenishment orders of parts should be based on a "sell one, buy one" basis.
New Vehicles in Dealer Stock
As required by Federal law, dealers are not to deliver any new vehicles in their inventory that are involved in a
Safety Recall unless the defect has been remedied. Vehicle Safety Recall completion can be verified through
TIS.
7.
Pre-Owned Vehicles in Dealer Stock
Toyota requests dealers to conduct the remedy on any pre-owned vehicles in dealer inventory that are
covered by a Safety Recall prior to delivery to the customer.
8.
Customer Handling and Dealership Follow-Up
Please consider this follow-up notice a great opportunity to focus on assuring customers that their safety
remains Toyota's highest priority. Customers who receive the Safety Recall Follow-Up Notice may contact
your dealership with questions regarding the letter and/or remedy. Please ensure that all customer contact
personnel are aware of these Safety Recalls and know how to accurately answer customer's questions or how
to direct the customer to someone that can. Please welcome them to your dealership and answer any
questions that they may have.
Toyota encourages dealerships to follow-up with their customers by telephone to remind them of the noncompleted Safety Recalls. The following word track has been provided for this purpose. To assure a
consistent and accurate description of the Safety Recall is communicated to the customer, dealership
associates are requested to refer to the specific Safety Recall Q&A (available in TIS) to answer any specific
customer questions.
Hello [Mr./Ms.) _ _ _ _ _ _ [Customer Name],
Our dealership
(Dealership Name) is following up with you regarding Safety Recall
___ (Safety Recall No.) which involves
(Safety Recall Title). Our records indicate that
your vehicle falls within the parameters of this Safety Recall and as a customer convenience I would
like to answer any questions that you may have. [Answer any questions using the Safety Recall Q&A
for the applicable recall]
May I schedule an appointment for your vehicle to complete this important recall campaign?
What date and time will be convenient for you to bring your vehicle into our service department which
is located at
[dealership address). If you have any further questions or concerns, please
contact me at
[contact name and telephone no.)
To ensure customer satisfaction, please review this letter with your Service and Parts staff to familiarize
them with the proper procedure for this Service Campaign.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.