TC13-019

TOYOTA
Volume: XIX
Number: TC13-019
Date: 08/01/2013
_x_ Action
_x_ Retain
Information
PRODUCT SUPPORT DIVISION
INTEROFFICE MEMORANDUM
To:
All Toyota Region General ManagersNice Presidents
From :
Bob Waltz,
Vice President, Product Quality and Service Support
Subject:
Economic Loss Class Action Settlement - Customer Support Program
On July 24 , 2013 , a settlement of claims for Economic Loss arising from allegations of unintended acceleration
was approved . The settlement includes Toyota's agreement to provide a Customer Support Program ("CSP")
for 1998-2010 model year (MY) vehicles equipped with an Electronic Throttle Control System (ETCS) to
enhance the coverage of certain components. This is NOT a recall or a campaign, but is provided to
reassure owners that Toyota stands behind the reliability of our vehicles. Please ensure that involved
staff members thoroughly read and understand the documents relating to this CSP (e.g . the ASM reference
Guide, the Dealer Letter, the Q&A, the Warranty Bulletin , the PANT, etc.).
CSP Coverage for Defects in
Material or Workmanship
0
This Customer Support Program provides Primary Coverage and
Secondary Coverage for the applicable components. Please see
additional information below.
Primar'l. Coverag_e:
All eligible vehicles will receive 3 additional years of coverage against defects in
materials or workmanship in covered components from the start of CSP ELT,
regardless of mileage.
3 Year with NO Mileage Restrictions. Coverage Effective: 08107113- 08107116
SecondaIT, Coverag_e:
After the 3 year Primary Coverage, Secondary Coverage against defects in
materials and workmanship is applied to the Original Manufacturer's Warranty for
each covered component up to a limit of 150,000 miles or an additional 10 years,
whichever comes first.
Note: After the initial 3 year period , coverage under CSP ELTends once the vehicle reaches 150,000 miles.
I
4
Cruise Control Switch
Accelerator Pedal Assembly
i
I :
I I i
:
Stop Lamp Switch
*Throttle Body Assembly
3yr/Hk Miies i
!
* Engine Control Module
! I
~
I
Years of Coverage
3
DOFU
1
2
6
5
7
8
10 11 12 13 14 15 16 17 18 19 20
l
j
!10yr/150k Maximum Miles
l
-r----1---1 i
:
I I i
Ma
9
!
i I l
ByrfD. Miies
!10yr/150k Maximum Miles !
!
!i
!-
~werrantvi
CSP Extended Coverage
I
* Emissions Warranties may vary depending on the vehicle's original emission certification and state emission
warranty requirements . Reference Warranty Policy Bulletin POL 13-02 for original Manufacturer Warranty deta ils.
See Section Titled - Limitations (on following page) for additional information on exclusions and limitations.
Please refer to the ASM Reference Guide for additional information.
lme_ortant Note:
- Applicable on or
after 817113.
- Not retroactive.
- Does not cover:
Abuse
Misuse
Tampering
Vandalism
Flood ! Fire
Rebuilt
Impact
Salvaged Title
- The vehicle must
be operable at the
time of the
commencement of
the CSP.
-Applicable only to
vehicles that were
originally
distributed in the
US or the US
Territories.
- Follow TWPP
guidelines.
-
- - I
J
f
I
..
CSP ELT - R - Page 2
Limitations
CSP ELT becomes effective on August 7, 2013. Only MY 1998-2010 vehicles equipped with an Electronic
Throttle Control System (ETCS) are covered under this CSP.
CSP Start Date:
Minimum (Primary) Coverage End Date:
August 7, 2013
August 7, 2016
• This CSP is not retroactive; no refunds or payments will be made for repairs performed prior to the
Court Order approving this settlement.
• Only covered components that fail due to a defect in materials or workmanship and otherwise fall
within the parameters of this CSP will be covered .
• This CSP does not cover cosmetic damage or breakage due to outside forces , damage incurred from
abuse, vandalism, flood , misuse, tampering , a crash , and/or other impact, animal damage, fire , or
carbon build-up (refer to Tech Tip T-TT-0086-11 for carbon build-up) .
• The defect in materials or workmanship in one of the covered components must have occurred on or
after the date of the commencement of the CSP.
• The CSP does not apply to scrapped, salvaged , dismantled, flood-damaged, rebuilt or other
branded/salvage title vehicles (excluding lemon law branded vehicles) .
• This CSP is applicable only to vehicles that were originally distributed in the US or the US Territories.
• Imported vehicles (ex. Mexico and Canada) are not covered, even if currently registered in the US.
Please refer to "Toyota Warranty Policy & Procedures" (TWPP) for additional assistance.
CSP ELT also provides coverage for select ancillary parts related to the covered components, such as
necessary hoses, clips, connectors, etc., that are damaged as a result of the CSP Repair. Ancillary parts
are only covered if they are needed to complete the CSP and were not damaged prior to repair.
Covered Components
Coverage provided by CSP ELTwill cover defects in materials or workmanship in
the following components:
• Engine Control Module
• Cruise Control Switch
• Accelerator Pedal Assembly
Accelerator Pedal Position Sensor (If Individually Serviceable)
• Stop Lamp Switch
• Throttle Body Assembly
Throttle Position Sensor (If Individually Serviceable)
Throttle Body Motor (If Individually Serviceable)
Important Note:
The Throttle Body
Assembly may
have parts that can
be individually
serviced. Before
replacing any
defective Throttle
Body Assembly,
please ensure the
defective part
cannot be replaced
separately.
Please note that direct marketing of this Customer Support Program is strictly prohibited (Warranty
Policy No. 5.21 ). Non-compliance with this policy may result in a claim debit.
All parts replaced for this repair will be subject to parts recovery and warranty parts inspection.
CSP ELT - R - Page 3
(Covered Components CONTINUED ... )
What is defined as a "defect in materials or workmanship" under CSP ELT?
A defect in materials or workmanship means defects objectively manifested by broken, cracked, or missing
parts or components (not caused by abuse/misuse) and which result in improper function of the component.
Th e f o II owing examp es are prov1"d e d f or re erence:
Not
Covered Covered
Examples:
Rubber hoses connected to the throttle body are damaged during repairs to the throttle body.
./
./
./
./
Rubber hoses connected to the throttle body are cracked/worn prior to repair but the throttle body is OK.
Throttle plate has excessive carbon build-up.
An animal has damaged the component (e.g. chewed through the wiring) .
./
Accelerator pedal position sensor (APPS) is inoperative due to electronic failure.
./
Accelerator pedal has a foreign substance on it (e.g. tar, chewing gum, etc.)
./
Cruise control switch is inoperative due to an internal defect.
./
Cruise control switch has broken off or the exterior is heavily worn.
Stop lamp switch is no longer operating correctly due to electronic failure.
'
./
./
./
Stop lamp switch is out of adjustment.
ECM appears to be damaged by a foreign substance (e.g. water) .
./
ECM is no longer communicating with the ETCS.
./
An aftermarket product has been spliced into the covered component's circuit.
2005-2010 Avalon
2004-2010 RAV4
2001-2010 Sequoia
SCION
2008-2010 xB
2002-2010 Camry
2004-2010 Sienna
2008-2010 xD
2002-2008 Camry Sciara (2AZ)
2001-2005 Spyder (MR2) SMT
2005-2010 tC
2004-2008 Camry Sciara (except 2AZ)
1998
2007-2010 Camry HV
2005-2010 Tacoma
2003-2005 Celica (2ZZ)
2003-2004 Tacoma (5VZ w/ETCS-i)
2005-2010 Corolla (except 2ZZ)
2003-2004 Tundra (5VZ)
2001-2010 4Runner
Supra (2JZ-GE)
2005-2010 Corolla Matrix (except 1ZZ 4WD, 2ZZ) 2000-2010 Tundra (except 5VZ)
2007-2010 FJ Cruiser
2009-2010 Venza
2004-2010 Highlander
2007-2010 Yaris
2006
Yaris Hatchback
[Puerto Rico Only]
2006-201 O Highlander HV
1998-2010 Land Cruiser
2001-2010 Prius
lm12.ortant Note:
Only model year
1998-2010 vehicles
equipped with an
Electronic Throttle
Control System
(ETCS) are
covered under this
CSP.
Please refer to TIS
and the Warranty
Policy Bulletin (No.
POL 13-02) to
identify vehicles
covered under this
CSP.
'
.
'
CSP ELT - R - Page 4
Dealer Letter Mailing Date
The attached Dealer Letter will be sent to all Toyota dealers in early August 2013.
Owner Notification
•
•
Starting in early February 2013, Owner Notifications were mailed to owners by the court appointed
administrator, Gilardi and Company. Approximately 22 million notices were mailed to customers
informing them of the settlement. In early March 2013, notice of the settlement was also run in select
U.S. publications along with banner ads that were posted on the internet.
As this is a Customer Support Program, any dealership marketing of this CSP is a violation of Warranty
Policy No 5.21. If it is determined that a dealer has violated this policy, reimbursement for work
performed is subject to charge back.
In order to ensure dealership understanding and support for CSP ELT, we request each Region/PD office
have an introduction meeting with all dealer-contact associates (i .e. DSPM, FTS, etc.).
In this meeting, please reinforce the following:
• Each associate must be familiar with and understand the details and materials relating to this CSP .
• Proactively contact each dealership to ensure understanding , implementation, and adherence to the
parameters of this CSP.
• Assist the dealership in designating two management level associates with complementary schedules to
become familiar with the details of this CSP and ensure all customer contact points have been briefed
and are familiar with the documentation relating to this CSP (e.g . the ASM reference Guide, the Dealer
Letter, the Q&A, the Warranty Bulletin, the PANT, etc.).
• Provide dealerships with continued technical and administrative support as necessary, including
frequent follow-up meetings.
• Ensure timely dealership response to Warranty Parts Recovery Request.
• Monitor and counsel dealerships as necessary to assure they are strictly adhering to Warranty Policy.
Inappropriate activities may be subject to claim debit and warranty parts inspection.
We request that all appropriate field associates become completely familiar with the details and materials
related to this Customer Support Program . It is imperative to the success of this program that a consistent
message is communicated between the Region/PD, the district and dealer levels. Periodic meetings to
level-set will be vital in this reaard.
Due to the scope of this CSP, reports will not be provided .
The attached Dealer Notification Letter contains additional details.
Please review this entire CSP with the appropriate associates so that they may provide the necessary
su ort to our dealers and maximize our combined customer satisfaction efforts.
Thank you for your cooperation .
Enclosures
CSP ELT - R - Page 5
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.
G.
J.
R.
G.
W.
B.
G.
A.
J.
D.
B.
F.
D.
T.
Bevan
Borst
Bracken
Broughman
Bryan
Burns
Carter
Christoff
Coetzee
Colon
Colvin
Daly
Davidson
Depew
Doi
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B.
N.
G.
K.
J.
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B.
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K.
E.
H.
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Dufresne
Farrell
Fay
Fein
Fogg
Fukushima
Grosso
Hanson
Hare
Heyer
Hicks
Higgins
Hirata
Hirata
Hostetter
Y.
C.
V.
M.
J.
S.
J.
R.
E.
F.
M.
A.
T.
J.
C.
Inaba
Knight
Katayama
King
Lang
Lending
Lentz
Lofaso
Matsuda
Matsuoka
Michels
Mita
Morrison
Moses
Neff
R.
D.
R.
M.
C.
B.
G.
R.
J.
N.
M.
J.
M.
P.
K.
Perez
Pettitt
Pflughaupt
Reding
Reynolds
Sciumbato
Smith
Specht
Stempkowski
Swartz
Templin
Tetherow
Tojo
Turner
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B.
M.
D.
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Vaish
Waltz
Warrick
Zellers
I
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T 0 Y 0 TA M 0 T 0 R - SALES , US A, I NC :
Economic Loss Class Action Settlement
Customer Support Program
To:
Subject:
,~· ~ ····.~
.
• ••
, ...
·.
All Toyota Dealer Principals, Service Managers, and Parts Managers
Customer Support Program (CSP) ELT
Please note that direct marketing of this Customer Support Program is strictly prohibited
(Warranty Policy No. 5.21). Non-compliance with this policy may result in a claim debit.
All parts replaced for this repair will be subject to parts recovery and warranty parts inspection.
On July 24, 2013, a settlement of claims for Economic Loss arising from allegations of unintended
acceleration was approved. The settlement includes Toyota's agreement to provide a Customer Support
Program ("CSP") for 1998-2010 model year (MY) vehicles equipped with an Electronic Throttle Control
System (ETCS) to enhance the coverage of certain components. This is NOT a recall or a campaign, but
is provided to reassure owners that Toyota stands behind the reliability of our vehicles. Please
ensure that involved staff members thoroughly read and understand the documents relating to this CSP (e.g.
the ASM reference Guide, the Dealer Letter, the Q&A, the Warranty Bulletin, the PANT, etc.).
CSP Coverage for Defects in
Materials or Workmanship
This Customer Support Program provides Primary Coverage and
Secondary Coverage for the applicable components. Please see
additional information below.
Primary Coverage:
All eligible vehicles will receive 3 additional years of coverage against defects in
materials or workmanship in covered components from the start of CSP ELT,
regardless of mileage.
3 Year with NO Mileage Restrictions. Coverage Effective: 08107113- 08107116
Secondary Coverage:
After the 3 year Primary Coverage, Secondary Coverage against defects in material
and workmanship is applied to the Original Manufacturer's Warranty for each covered
component up to a limit of 150,000 miles or an additional 10 years, whichever comes
first.
Note: After the initial 3 year period, coverage under CSP EL Tends once the vehicle reaches 150,000 miles .
DOFU
Cruise Control Switch
Accelerator Pedal Assembly
Stop Lamp Switch
*Throttle Body Assembly
*Engine Control Module
1
i
1
2
j'
3
1
i
5
6
7
Years of Coverage
8 9 10 11 12 13 14 15 16 17 18 19 20
l ! : : I i !
1- i- 1--!-
3yr/36k MUesi
ri
i
4
ij
!
' I j-
ii
I
;
j10yr/lSOk Ma•imum Miles j
ll
II
8yr/80k Miies
Il
j
f
:
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1: i:
':
i- i 1
I
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i
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i
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i
-
1
I
!
::,::
11
!10yr/150k Ma•imum Miles j
IM1nuf11Ctur8"s Wamintvl
~ E•tended Coverag!J
*Emissions Warranty may vary depending on the vehicle 's original emission certification and state emission
warranty requirements . Reference Warranty Policy Bulletin POL 13-02 for original Manufacturer Warranty details.
See Section Titled - Limitations (on following page) for additional information on exclusions and limitations.
Please refer to the ASM Reference Guide for additional information.
Important Note:
-Applicable on or
after 817113.
- Not retroactive.
- Does not cover:
Abuse
Misuse
Tampering
Vandalism
Flood/Fire
Rebuilt
Impact
Salvaged Title
- The vehicle must
be operable at the
time of the
commencement of
the CSP.
-Applicable only to
vehicles that were
originally
distributed in the
US or the US
Territories.
- Follow TWPP
guidelines.
.
'
.
Custo1ner Su1111ort Progra1n (CSP)
Limitations
CSP ELT becomes effective on August 7, 2013. Only MY 1998-2010 vehicles equipped with an Electronic
Throttle Control System (ETCS) are covered under this CSP.
CSP Start Date:
Minimum (Primary) Coverage End Date:
August 07, 2013
August 07, 2013
• This CSP is not retroactive; no refunds or payments will be made for repairs performed prior to the
Court Order approving this settlement
• Only covered components that fail due to a defect in materials or workmanship and otherwise fall
within the parameters of this CSP will be covered.
• This CSP does not cover cosmetic damage or breakage due to outside forces, damage incurred from
abuse, vandalism, flood, misuse, tampering, a crash, and/or other impact, animal damage, fire, or
carbon build-up (refer to Tech Tip T-TT-0086-11 for carbon build-up).
• The defect in materials or workmanship in one of the covered components must have occurred on or
after the date of commencement of the CSP,
• The CSP does not apply to scrapped, salvaged, dismantled, flood-damaged, rebuilt or other
branded/salvage title vehicles (excluding lemon law branded vehicles).
• This CSP is applicable only to vehicles that were originally distributed in the US or the US Territories.
• Imported vehicles (ex. Mexico and Canada) are not covered, even if currently registered in the US.
Please refer to "Toyota Warranty Policy & Procedures " (TWPP) for additional assistance,
CSP EL T also provides coverage for select ancillary parts related to the covered components, such as
necessary hoses, clips, connectors, etc. , that are damaged as a result of the CSP repair. Ancillary parts are
only covered if they are needed to complete the CSP and were not damaged prior to repair.
Covered Components
Coverage provided by CSP ELT will cover defects in materials or workmanship in the
following five components:
• Engine Control Module
• Cruise Control Switch
• Accelerator Pedal Assembly
Accelerator Pedal Position Sensor (If Individually Serviceable)
• Stop Lamp Switch
• Throttle Body Assembly
Throttle Position Sensor (If Individually Serviceable)
Throttle Body Motor (If Individually Serviceable)
Important Note:
The Throttle Body
Assembly may
have parts that can
be individually
serviced. Before
replacing any
defective Throttle
Body Assembly,
please ensure the
defective part
cannot be replaced
separately.
CSP EL T - 2 I P a g e
Custo1ner Su11port Progra1n (CSP)
(Covered Components CONTINUED . . . )
What is defined as a "defect in materials or workmanship" under CSP EL T?
A defect in materials or workmanship means defects objectively manifested by broken, cracked, or missing
parts or components (not caused by abuse/misuse) and which result in improper function of the component.
Th e f o II owmq examp es are prov1"d e d for ref erence:
Not
Covered Covered
.,/
Examples:
Rubber hoses connected to the throttle body are damaged during repairs to the throttle body.
Rubber hoses connected to the throttle body are cracked/worn prior to repair but the throttle body is OK.
.,/
Throttle plate has excessive carbon build-up.
.,/
An animal has damaged the component (e.g. chewed through the wiring).
.,/
.,/
Accelerator pedal position sensor (APPS) is inoperative due to electronic failure.
.,/
Accelerator pedal has a foreign substance on it (e.g. tar, chewing gum, etc.)
.,/
Cruise control switch is inoperative due to an internal defect.
.,/
Cruise control switch has broken off or the exterior is heavily worn .
.,/
Stop lamp switch is no longer operating correctly due to electronic failure.
Stop lamp switch is out of adjustment.
.,/
ECM appears to be damaged by a foreign substance (e.g. water).
.,/
.,/
ECM is no longer communicating with the ETCS.
.,/
An aftermarket product has been spliced into the covered component's circuit.
2005-2010 Avalon
2004-2010 RAV4
2001-2010 Sequoia
SCION
2008-2010 xB
2002-2010 Camry
2004-2010 Sienna
2008-2010 xD
2002-2008 Camry Solara (2AZ)
2001 -2005 Spyder (MR2) SMT
2005-2010 tC
2001 -2010 4Runner
Supra (2JZ-GE)
2004-2008 Camry Solara (except 2AZ)
1998
2007-2010 Camry HV
2005-2010 Tacoma
2003-2005 Celica (2ZZ)
2003-2004 Tacoma (5VZ w/ETCS-i)
2005-2010 Corolla (except 2ZZ)
2003-2004 Tundra (5VZ)
2005-2010 Corolla Matrix (except 1ZZ 4WD, 2ZZ) 2000-2010 Tundra (except 5VZ)
2007-2010 FJ Cruiser
2009-2010 Venza
2004-2010 Highlander
2007-2010 Yaris
2006
Yaris Hatchback
[Puerto Rico Only]
2006-2010 Highlander HV
lm12.ortant Note:
Only model year
1998-2010 vehicles
equipped with an
Electronic Throttle
Control System
(ETCS) are
covered under this
CSP.
Please refer to TIS
and the Warranty
Policy Bulletin (No.
POL 13-02) to
identify vehicles
covered under this
CSP.
1998-2010 Land Cruiser
2001-2010 Prius
CSP EL T - 3 I P a g e
'
..
Custo1ner Sup1>ort Progra1n (CSP)
Owner Notification
•
•
Starting in early February 2013, Owner Notifications were mailed to owners by the court appointed
administrator, Gilardi and Company. Approximately 22 million notices were mailed to Toyota, Scion, and
Lexus customers informing them of the settlement. In early March 2013, notice of the settlement was
also run in select U.S. publications along with banner ads that were posted on the internet.
As this is a Customer Support Program, any dealership marketing of this CSP is a violation of Warranty
Policy No 5.21. If it is determined that a dealer has violated this policy, reimbursement for work
performed is subject to charge back.
Preparation of Dealership
Customer Contact Points
Customers who contact your dealership regarding CSP EL T may not fully understand the parameters of this
CSP and how it applies to them. Toyota has provided the following information along with an ASM Guide
(Laminated 11 x 17 inch document) to assist your dealership in this regard.
• We suggest each Dealership designate two management level associates with
complementary schedules to become familiar with the details of this CSP.
Responsibility of these Two Associates:
Important Note:
Work together to coordinate activities both within the dealership as well as
Assign 2
communicate with the Region/PD Offices.
management level
Ensure associates (e.g. ASM , Warranty Administrators, etc.) become familiar
associates to:
- Coordinate CSP
with the details and materials related to this CSP .
Ensure strict adherence to CSP Policies. Inappropriate activities may be subject
Activities.
to claim debit and warranty parts inspection .
- Train all
associates.
Reassure customers that Toyota stands behind its products .
_ Ensure strict
Be the first touch points for customers contacting your dealership regarding this
adherence to the
program.
CSP Policies.
Be
the main
Reassure the customer of the coverage offered under this CSP (see section
customer contact.
titled - CSP Coverage for Defects in Materials or Workmanship) .
- Explain coverage
Make sure the customer understands that there is a possibility that the
and limitations to
condition at issue may not be covered under this CSP. If the condition does
customer.
not relate to a defect in materials and/or workmanship in one of the five (5)
covered components, the customer may be responsible for the diagnosis fee
and any other repairs he/she may decide to have performed (see section titled
- CSP Coverage for Defects in Material or Workmanship).
• If a customer believes his/her vehicle is experiencing a condition covered by this CSP, the designated
associate(s) should arrange with the appropriate service staff for diagnosis and, if applicable, repair.
• Some of these customers may be the second, third, or later owners and may have never visited a
Toyota dealership. Please be patient and supportive as they may not be familiar with your operations.
Each step in the process should be carefully explained to them.
CSP EL T - 4
IP a g e
Customer Sup1Jort Progra1n (CSP)
Customer Support Program (CSP} Flow Chart
ASM
Customer
D
Technician
Parts
*Customer contacts
dealer.
J.
Customer condition
could be related to a
CSP covered
component.
Yes-
.
."'
No
'
Customer is responsible
for diagnosis and
~N
optional repairs.
I
Confirm vehicle is covered
by CSP by checking TIS.
.
Yes
-
Explain CSP coverage to
customer.
-
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f.+
Is the cause of the
condition a CSP
covered component?
Return car to
customer.
Ye
.,_Yes-+
Follow
technician 's
determination.
Is the vehicle
operable?
.
.
Order Parts
following PANT
Bulletin
# 2013-041
,4
I
N
N
Yes/No
No
0
:::J"'
S»
-
Customer may be
responsible for diagnosis
and repai r cost.
Diagnose Vehicle
-
Contact DSPM before
arranging customer
accommodations* or repair
options based on customer
needs/repair timing .
.
Customer returns
when parts arrive.
Return the vehicle to
customer.
.
[
-,.I
I
1. .
Yes
I
1~
I
I.
1~
*Note: If the customer
contacts your dealership
inquiring about the CSP,
utilize the Q&A to answer
the customers questions.
No diagnosis of the
vehicle is required at this
time.
Repair Vehicle
*Note: The rental must have District
Service and Parts Manager
(DSPM) authorization. Dealer selfauthorization (SMAP) is not
allowed .
Refer to Warranty Policy Bulletin
POL 13-02.
**Parts availability &
backorder status is
monitored daily by the
CEC. Region/Dealers
may be contacted for
parts backorder
situations that could
exceed 10 days or more.
Make sure the customer understands there is a possibility that the
condition at issue may not be covered under this CSP. If the condition
does not relate to a defect in materials and/or workmanship in one of the
five (5) covered components, the customer may be responsible for the
diagnosis fee and any other repairs he/she may decide to have
oerformed.
CSP EL T - 5 I P a g e
'
..
Custo1ner Su1>1>ort Progra1n (CSP)
Parts Ordering
The parts for this CSP will be placed on Manual Allocation Control (MAC). Please refer to the flowchart for
MAC Release Procedure.
Place Parts Order
D
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(I)
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tC
.,,
-0
:e
0
ECM
Throttle Body
Cruise Control
Accelerator Pedal Assembly
Stop Lamp Switch
Place parts order
Place parts order
Parts are on MAC
Parts are on MAC
G
Agents from the TAS Special Projects Line will assist with diagnosis
and will verify MAC parts release.
The part will be listed on the daily
Rejection Report with the corresponding
MAC code . Please provide additional
information by email as needed .
[email protected]
Before calling TAS, an on-line TAS case must be initiated.
Ensure the TAS case contains the following information:
- Case Coding
- Covered Under CSP? Yor N
- Covered Under Warranty?
YorN
- Customer's Last Name
- Customer Pay? Yor N
- Dealer Code
- Diagnostic Steps Followed
- Order Reference #
- Part Number
- RO Number
-VIN
ECM Case Coding
Service Category= Engine
Hybrid System
Section =Engine Control
Sub Component= ECU
Symptom Code= Use
Appropriate Code
Throttle Body Case Coding
Service Category= Engine
Hybrid System
Section= Intake/Exhaust
Sub Component =Throttle
Body I Linkage
Symptom Code =Use
Appropriate Code
~-------------------TAS agents will be unable to assist dealerships that fail to open a
TAS case prior to calling.
B
r-------------..
I
I
I
- Case Coding
- Covered Under CSP?
I
Yor N
I
- Covered Under Warranty? Yor N I
- Customer's Last Name
I
I
- Customer Pay? Yor N
I
- Dealer Code
I
I
- Diagnostic Steps Followed
I
I
- Order Reference #
I
- Part Number
I
I
-RO Number
I._ _ _ _ _ _ -VIN
_ _ _ _ _ _ _ JI
If all information is provided correctly than
the order is approved for release.
::l'"
m
;+
Contact T AS Special Projects Line
1 (855)-716-7676
Parts are released .
(Approved orders will be released
based on inventory level.)
Note: This hotline is only to be used for assistance when releasing ECMs or
Throttle Bodies covered under this CSP. Please use the standard TAS
Hotline for any other diagnostic assistance.
FTS
Contacts
TAS
Parts are released.
for additional diagnosis.
Note: For GST and SET dealers, please follow MAC procedures as defined by your distributer.
CSP EL T - 6 I P a g e
Custo1ner Su1Jport Progra1n (CSP}
Repair Procedure
Please refer to the Technical Information System (TIS) and the appropriate Repair Manual for diagnostic
and repair procedures.
Claim Processing
Please refer to the Warranty Policy Bulletin (Bulletin No. POL 13-02) for claim processing instructions for
this CSP. All parts replaced for these repairs will be subject to parts recovery and warranty parts
inspection .
Please note that direct marketing of this Customer Support Program is strictly prohibited (Policy No.
5.21). Non-compliance with this policy may result in a claim debit and warranty parts inspection.
The repair quality of covered vehicles is extremely important to Toyota. To help
ensure that all vehicles have the repair performed correctly, please designate at least
one associate (someone other than the individual who performed the repair) to verify
the repair quality of every vehicle prior to customer delivery.
Media Contacts
Media contacts (local and national) should receive a consistent message. In this
regard, all media contacts must be directed to Cindy Knight (310) 468-2170 in Toyota
Corporate Communications. (Please do not provide this number to customers. Please
provide this contact only to media associates.)
Important Note:
- All parts replaced
under this CSP
are subject to
parts recovery.
- Marketing of CSPs
is strictly
prohibited.
- Confirm repair
quality.
Customer Questions
Please use the materials provided to answer any questions in regards to this CSP. If
a customer has further questions, please direct the inquiry to:
•
Toyota Customer Experience Center at 1-800-331-4331.
•
Scion Customer Experience Center at 1-866-70-SCION (1-866-707-2466).
If the question is in reference to the other aspects of this settlement, please direct
them to the settlement website www.ToyotaELsettlement.com or call 877-283-0507.
A copy of the proposed settlement agreement is also available on the website; it
includes a list of affected vehicles, a description of the settlement, and estimated
dates and deadlines.
Important Note:
Please review this
entire package with
your Service and
Parts staff to
familiarize them with
the proper step-bystep procedures
required to
implement this CSP.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
CSP EL T - 7 I P a g e
...
®TOYOTA
Customer Support Program (CSP) ELT
1998 - 2010 Model Year Toyota and Scion Vehicles
Equipped with an Electronic Throttle Control System (ETCS)
Economic Loss Class Action Settlement
Background
On July 24, 2013, a settlement of claims for Economic Loss arising from allegations of unintended
acceleration was approved . The settlement includes Toyota's agreement to provide a Customer Support
Program ("CSP") for 1998-2010 model year (MY) vehicles equipped with an Electronic Throttle Control
System (ETCS) to enhance the coverage of certain components. This is NOT a recall or a campaign, but
is provided to reassure owners that Toyota stands behind the reliability of our vehicles.
Q1:
A1 :
What are the parameters of this CSP and what is cover on my vehicle?
This Customer Support Program provides Primary Coverage and Secondary
Coverage for the applicable components. Please see additional information below.
Primary Coverage:
All eligible vehicles will receive 3 additional years of coverage against defects in materials or
workmanship in covered components from the start of this CSP, regardless of mileage.
3 Year with NO Mileage Restrictions Coverage Effective: 08107113- 08107116
Secondary Coverage:
After the 3 year Primary Coverage, Secondary Coverage against defects in materials and
workmanship is applied to the Original Manufacturer's Warranty for each covered component up to
a limit of 150,000 miles or an additional 10 years, whichever comes first.
Note: After the initial 3 year period , coverage under this CSP ends once the vehicle reaches 150,000 miles .
Years of Coverage
DOFU
1
2
3
4
5
6
7
8
9 10 11 12 13 14 15 16 17 18 19 20
Cruise Control Switch
Accelerator Pedal Assembly
Stop Lamp Switch
!10yr/150k Maximum Miles
*Throttle Body Assembly
*Engine Control Module
j10yr/lSOk Maximum Miles
*Emissions warranties may vary depending on the vehicle's original emission certification and state emission warranty requirements .
See 03, Q3a, Q3b, and Q3c for additional information on exclusions and limitations.
The additional coverage provided by this CSP will cover defects in materials or workmanship in the
following five components:
• Engine Control Module
• Stop Lamp Switch
• Cruise Control Switch
• Throttle Body Assembly
• Accelerator Pedal Assembly
- Throttle Position Sensor**
- Accelerator Pedal Position Sensor**
- Throttle Body Motor**
** If Individually Serviceable
All work must be performed by an authorized Toyota dealer.
Q1 a:
A1a :
Why is Toyota only providing additional coverage for these specific components?
The CSP is part of a larger settlement between Toyota and a group of owners of ETCS
equipped models. These five (5) components were agreed upon by Toyota and plaintiffs'
counsel and were approved by the Court overseeing the settlement.
Q1 b:
A 1b:
What if other parts are needed to complete the repair?
This program also provides coverage for select ancillary parts related to the covered
components (such as hoses, clips , connectors , etc .) that are damaged as a result of CSP
repairs. Ancillary parts are only covered if they are necessary to complete the CSP and
were not damaged prior to repair.
Q2:
A2:
What is Toyota going to do?
Starting in early February 2013, Owner Notifications were mailed to owners by the court appointed
administrator, Gilardi and Company. Approximately 22 million notices were mailed to Toyota, Scion,
and Lexus customers informing them of the settlement. In early March 2013 , notice of the
settlement was also run in select U.S. publications along with banner ads that were posted on the
internet.
Q3:
A3 :
When does this CSP take effect?
This CSP becomes effective on August 7, 2013. Only MY 1998-2010 vehicles equipped with an
Electronic Throttle Control System (ETCS) are covered under this CSP.
CSP Start Date:
Minimum (Primary) Coverage End Date:
August 7, 2013
August 7, 2016
This CSP is provided to ensure the covered components are free from Defects in Materials or
Workmanship for the period described in Q1 .
Q3a:
A3a :
Under the CSP, what is the definition of a "Defect in Materials or Workmanship?
A defect in materials or workmanship means defects objectively manifested by broken ,
cracked , or missing parts or components (not caused by abuse/misuse) and which result in
improper function of the component.
Q3b:
What if I have previously paid for repairs to address the condition(s) covered under
this CSP?
This CSP is not retroactive; no refunds or payments will be made for repairs performed prior
to the Court Order approving this settlement.
A3b:
Q3c:
A3c:
Are there any other exclusions and limitations?
This CSP does not cover cosmetic damage or breakage due to outside forces , damage
incurred from abuse, vandalism, flood , misuse, tampering , a crash , and/or other impact,
animal damage, fire , or carbon build-up.
The CSP does not apply to scrapped , salvaged, dismantled, flood-damaged , rebuilt or other
branded/salvage title vehicles (excluding lemon law branded vehicles).
This CSP is applicable only to vehicles that were originally distributed in the U.S. or the U.S.
Territories.
Imported vehicles (ex. Mexico and Canada) are not covered , even if currently registered in
the US.
The defect in materials or workmanship in one of the covered components must have
occurred on or after the date of the commencement of the CSP .
Q4:
A4:
Is there a possibility that the condition I am experiencing is not covered under this CSP?
Yes ; there is a possibility that the condition you are experiencing is not covered under this CSP.
Please be aware that if the condition does not relate to a defect in materials or workmanship
in one of the five covered components, you may be responsible for the diagnostic fees and
any other repairs you may decide to have performed.
Q4a:
A4a :
Q4b:
A4b:
Q5:
AS :
What if my Authorized Toyota Dealership determines that the condition I am
experiencing is not covered by this CSP, but I strongly disagree with the diagnosis?
Please call the Toyota Customer Experience Center (see 08).
What if I choose to have one of the covered components repaired at a non-Toyota
Facility? Will Toyota reimburse me for these repairs?
No; this CSP is only applicable for repairs performed at an Authorized Toyota Dealership.
There are no reimbursements for repairs performed at other facilities, or for repairs made
prior to the commencement of the CSP .
Which vehicles are included in this CSP?
This CSP includes 1998 through 2010 Model Year Toyo a and Scion vehicles equipped with ETCS
TOYOTA
2001-2010
2005-2010
2002-2010
2002-2008
2004-2008
2007-2010
2003-2005
2005-2010
2005-2010
2007-2010
2004-2010
2006-2010
1998-2010
2001-2010
Q5a:
A5a :
Q6:
A6:
4Runner
Avalon
Camry
Camry Sciara (2AZ)
Camry Sciara (except 2AZ)
Camry HV
Celica (2ZZ)
Corolla (except 2ZZ)
Corolla Matrix (except 1ZZ 4WD, 2ZZ)
FJ Cruiser
Highlander
Highlander HV
Land Cruiser
Prius
TOYOTA
2004-2010
2001-2010
2004-2010
2001-2005
1998
2005-2010
2003-2004
2003-2004
2000-2010
2009-2010
2007-2010
2006
RAV4
Sequoia
Sienna
Spyder (MR2) SMT
Supra (2JZ-GE)
Tacoma
Tacoma (5VZ w/ETCS-i)
Tundra (5VZ)
Tundra (except 5VZ)
Venza
Yaris
Yaris Hatchback
[Puerto Rico]
SCION
2008-2010 xB
2008-2010 xD
2005-2010 tC
How do I determine if my vehicle is part of the CSP?
You may determine if your vehicle is covered under this CSP using one of the following
resources :
• Contact the Toyota Customer Experience Center (see 08).
• Visit the settlement website www.ToyotaELsettlement.com .
• Contact an Authorized Toyota Dealership.
Are there any other Toyota, Lexus or Scion vehicles included in this Settlement?
Yes, 1998- 2010 Model Year Lexus vehicles equipped with ETCS are also included in this
settlement
LEXUS
Q7:
A?:
2002-2010 ES
2003-2010 GX
1998-2010 LS
2004-2010 RX
1998-2000 SC
1998-2010 GS
2010
2008-2010 LS HV
2006-2008 RX HV
2002-2010 SC
2007-2010 GS HV
2001-2010 IS
1998-2010 LX
2010
HS
RX HV
What should I do if I believe one of the covered components on my vehicle has a defect in
materials or workmanship?
Please contact your local Toyota dealer for appropriate diagnosis and repair. If the condition is in
accordance with the terms of this CSP, the repair will be performed at no charge (see 03 & 04).
Q7a:
A?a :
What if the components covered under this CSP are functioning normally but I would
like to have them replaced?
This CSP only applies to vehicles that have experienced a defect in materials or
workmanship in the covered components.
QB:
AB:
What if I have additional questions or concerns?
If you have questions or concerns please contact:
Toyota Customer Experience Center at 1-800-331-4331
Scion Customer Experience Center at 1-866-70-SCION ( 1-866-707-2466)
Monday through Friday, 5:00 am to 6:00 pm, or Saturday 7:00 am to 4:00 pm Pacific Time.
For additional information regarding the Economic Loss Class Action Settlement, please visit the
settlement website www .To otaELsettlement.com .
TOYOTA
PRODUCT SUPPORT DIVISION
INTEROFFICE MEMORANDUM
To:
All Toyota Region General ManagersNice Presidents
From :
Bob Waltz,
Vice President, Product Quality and Service Support
Subject:
Limited Service Campaign - BST - Phase 1 (Interim B1T- Future Phases)
Multiple Models and Model Years
Smart Stop Technology
Volume: XIX
Number: TC13-020
Date: 08/01/2013
.JL.Action
.JL Retain
Information
On July 24, 2013 the settlement of claims for Economic Loss arising from allegations of unintended acceleration
was approved . As part of the settlement Toyota will be launching the first phase of a Limited Service Campaign
to install Smart Stop Technology on August 7, 2013 for the following models:
Phase
Model
Year
Model
Appx. Number
of Covered
Vehicles
Production Range
LSC
Software
Availability Expiration
Date
Date
Early September, 2007 through
Early Auqust, 2010
Late July, 2007 through Late
8/7/2013
81712015
2009-2010 Corolla
1
843,300
December, 2010
Corolla
Early January, 2008 through
2009-2010
85,200
Early December, 2010
Matrix
Late July, 2005 through Early
TBD
RAV4
TBD
2006-2010
761 ,000
September, 2010
Early March, 2007 through Early
TBD
TBD
2008-2010 Highlander
277,900
September, 2010
Interim
B1T*
Mid-May, 2002 through MidTBD
TBD
2003-2009 4Runner
603, 100
August, 2009
Late October, 2006 through MidTBD
TBD
477,500
2007-2010 Tundra
Auqust, 2010
Please note this LSC will be launched in phases, the launch dates listed above will be updated as the Smart
Stop Technology software becomes available.
2008-2010
Land
Cruiser
8,600
* VINs will be loaded on TIS under BST once the software has been released. If the software is not vet available
the VINs will be searchable on TIS and display as applicable under Interim LSC B1T.
Background
As part of the settlement described above, Toyota will install Smart Stop Technology on the above listed model
and model year vehicles. This feature will cut engine power in case of simultaneous application of both the
accelerator and brake pedal at certain speeds and in certain driving cond itions.
Refer to appendix A for a summary of models which previously received Smart Stop Technology under Safety
Recall 90L.
Limited Service Campaign (LSC) Remedy
Any authorized Toyota dealer will update the ECM with Smart Stop Technology at NO CHARGE to the vehicle
owner. This LSC will be available for 2 years from the availability of the Smart Stop Technology, please
refer to the table above for model specific expiration dates.
1. Dealer Letter Mailing Date
The attached Dealer Letter will be sent to all Toyota dealers in advance of the CSP launch date of August 7,
2013 .
LSC BST - R - Page 2
2. Reference Information for Owners
All affected Customers were sent notification of the settlement terms by the court-appointed administrator,
Gilardi & Company. No direct mailing from Toyota announcing this LSC will be issued at this time. Updates
on availability of Smart Stop Technology and other settlement details will be posted on the settlement
website , www.ToyotaELSettlement.com. Customers with questions about the settlement should be directed
to the settlement website , www.ToyotaELSettlernentcom , or asked to call 877-283-0507.
3. Used Vehicles in Dealership Inventory (In-Stock Vehicles)
To ensure customer satisfaction , Toyota requests that dealers conduct this LSC remedy on any used
vehicles currently in dealer inventory that are covered by this LSC prior to customer delivery.
4. Number and Identification of Covered Vehicles
There are approximately 3.0 Million Toyota veh icles covered by this LSC. The entire LSC covers
approximately 3.2 Million Toyota and Lexus vehicles.
The attached Dealer Notification Letter contains additional details.
Please review this notification with your staff to assure that all relevant personnel have been briefed regarding
this subject.
Thank you fo r 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
Reg ion/Private Distributor PDC Managers
Reg ion/Private Distributor Field Technical Specialists
Region/Private Distributor Service Train ing 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.
G.
J.
R.
G.
w.
B.
G.
A.
J.
D.
B.
F.
D.
T.
Bevan
Borst
Bracken
Broughman
Bryan
Burns
Carter
Christoff
Coetzee
Colon
Colvin
Daly
Davidson
Depew
Doi
R.
E.
B.
N.
G.
K.
J.
J.
B.
S.
Z.
K.
E.
H.
C.
Dufresne
Farrell
Fay
Fein
Fogg
Fukushima
Grosso
Hanson
Hare
Heyer
Hicks
Higgins
Hirata
Hirata
Hostetter
Y.
C.
V.
M.
J.
S.
J.
R.
E.
F.
M.
A.
T.
J.
C.
Inaba
Knight
Katayama
King
Lang
Lending
Lentz
Lofaso
Matsuda
Matsuoka
Michels
Mito
Morrison
Moses
Neff
R.
D.
R.
M.
C.
B.
G.
R.
J.
N.
M.
J.
M.
P.
K.
Perez
Pettitt
Pflughaupt
Reding
Reynolds
Sciumbato
Smith
Specht
Stempkowski
Swartz
Templin
Tetherow
Tojo
Turner
Ura
P.
A.
B.
M.
D.
Uribe
Vaish
Waltz
Warrick
Zellers
TOYOTA
!Update 8/5/13 - Highlander Model Year Update
Toyota Motor Sales, U.S.A., Inc.
1900 1 Sou th West<~m Avenue
Torrance, CA 9050 1
(:ll 0) 4ti8-1000
To:
Subject:
All Toyota Dealer Principals, Service Managers, and Parts Managers
Limited Service Campaign - BST - Phase 1 (Interim B1T- TBD Phases)
Multiple Models and Model Years
Smart Stop Technology
On July 24, 2013 the settlement of claims for Economic Loss arising from allegations of unintended acceleration
was approved . As part of the settlement Toyota will be launching the first phase of a Limited Service Campaign
to install Smart Stop Technology on August 7, 2013 for the following models:
Phase
Model
Year
Model
Appx. Number
of Covered
Vehicles
Production Range
LSC
Software
Availability Expiration
Date
Date
Early September, 2007 through
2008Land
8,600
Early August, 2010
2010
Cruiser
2009Late July, 2007 through Late
8/7/2013
81712015
1
Corolla
843,300
2010
December, 2010
2009Corolla
Early January, 2008 through
85,200
Early December, 2010
2010
Matrix
Late July, 2005 through Early
2006RAV4
761,000
TBD
TBD
2010
September, 2010
2008Early March , 2007 through Early
TBD
TBD
Highlander
277,900
2010
September, 2010
Interim
B1T*
2003Mid-May, 2002 through Mid4Runner
TBD
603, 100
TBD
2009
August, 2009
2007Late October, 2006 through MidTundra
477,500
TBD
TBD
2010
August, 2010
Please note this LSC will be launched in phases, the launch dates listed above will be updated as the Smart
Stop Technology software becomes available
*VINs will be loaded on TIS under BST once the software has been released. If the software is not yet available
the VINs will be searchable on TIS and display as applicable under Interim LSC B1T.
Background
As part of the settlement described above, Toyota will install Smart Stop Technology on the above listed model
and model year vehicles. This feature will cut engine power in case of simultaneous application of both the
accelerator and brake pedal at certain speeds and in certain driving conditions.
Refer to appendix A for a summary of models which previously received Smart Stop Technology under Safety
Recall 90L.
Limited Service Campaign (LSC) Remedy
Any authorized Toyota dealer will update the ECM with Smart Stop Technology at NO CHARGE to the vehicle
owner. This LSC will be available for 2 years from the availability of the Smart Stop Technologv, please
refer to the table above for model specific expiration dates.
1. Reference Information for Owners
All affected Customers were sent notification of the settlement terms by the court-appointed administrator,
Gilardi & Company. No direct mailing from Toyota announcing this LSC will be issued at this time. Updates
on availability of Smart Stop Technology and other settlement details will be posted on the settlement
website, www.ToyotaELSettlementcom. Customers with questions about the settlement should be directed
to the settlement website, www. ToyotaELSettlement.com , or asked to call 877-283-0507.
LSC BST - D - Page 2
2. Used Vehicles in Dealership Inventory (In-Stock Vehicles)
To ensure customer satisfaction , Toyota requests that dealers conduct the LSC remedy on any used
veh icles currently in dealer inventory that are covered by this LSC prior to customer delivery.
3.
Number and Identification of Covered Vehicles
There are approximately 3.0 Million Toyota veh icles covered by this LSC . The entire LSC covers
approximately 3.2 Mill ion Toyota and Lexus vehicles. VINs will be loaded on TIS under BST once the
software has been released. If the software is not yet available the VINs will be searchable on TIS and
display as applicable under Interim LSC B1T.
The following tables describe Phase 1 vehicles.
2008 -2010 Land Cruiser Vehicles - Approx. UIO: 8,600
MODEL
WMI
LAND
CRUISER
JTM
MODEL
WMI
1NX
COROLLA
2T1
MODEL
WMI
MATRIX
2T1
START FINISH
4000109 4002231
2008
HY05J 5000126 5003274
4002232 4002768
2009
MY
VOS
MODEL
WMI MY VOS
START
FINISH
2009 HY05J 5003275 5004872
LAND
JTM
4002769 4002898
CRUISER
2010 HY7AJ
5004875 5006774
2009-2010 Corolla Vehicles - Approx.
VOS
START FINISH
MODEL
BE40E Z001001 Z163790
2009
BU40E Z001002 Z165305
BE4EE Z165306 Z342642
2010
COROLLA
BU4EE Z165312 Z386543
BE40E C001043 C030479
2009
BU40E C001054 C191051
MY
2009-2010 Corolla
VOS
START
GE40E C001023
KE40E C001042
2009
KU40E C001057
LE40E C001017
MY
UIO: 843,300
VOS
WMI MY
BE4EE
2T1 2010
BU4EE
BL40E
2009
BL40E
JTD
BU4EE
2010
BU4EE
START
C030504
C185955
9013744
J000111
9093922
J054618
FINISH
C046545
C535879
9095008
J055039
9123428
J088021
Matrix Vehicles - Approx. UIO 85,200
MODEL WMI MY
VOS
FINISH
KE4EE
C005748
C030591
MATRIX 2T 1 2010 KU4EE
LE4EE
C191049
ME4EE
C011935
ST ART
C030606
C191054
C011822
C005690
FINISH
C046553
C535870
C019001
C006442
Prior to performing the Smart Stop Technology Software update please verify coverage by confirming
through TIS. Dealers should perform the procedure as outlined in the Technical Instructions located on
TIS .
4. Parts Ordering
This LSC involves an ECM Software Calibration update, no parts are requ ired .
5. Remedy Procedures
Please refer to TIS for Technical Instructions. The Technical Instructions conta in information on verifying
the vehicle's ECM calibration and , if necessary, updating the calibration software.
Conduct all appl icable, non-completed Safety Recall and Service Campaigns on the vehicle during the time
of appointment.
LSC BST - D - Page 3
6. Warranty Reimbursement Procedure
~rif:ll Vehicle Eligibilit~
1. Check the VIN range.
2. Check the TIS Vehicle Inquiry
System.
- N o t Covered-
No further action required.
l
Verify the ECM Calibration ID (CID).
I
..
Current CID
Reflash the ECM With the NEW
Override System software and install
an Authorized Modification Label.
New CID
Update ECM Software and Install Update Label
•
The above operation codes include 0.1 hour for administrative cost per unit for the dealership.
7. Repair Quality Confirmation
The repair quality of covered vehicles is extremely important to Toyota. To help ensure that all vehicles
have the repair performed correctly, please designate at least one associate (someone other than the
individual who performed the repair) to verify the repair quality of every vehicle prior to customer delivery.
8. Media Contacts
It is imperative that all media contacts (local and national) receive a consistent message. In this regard, all
media contacts must be directed to Cindy Knight (310) 468-2170 in Toyota Corporate Communications.
(Please do not provide this number to customers. Please provide this contact to only media associates.)
9. Customer Contacts
Customers may contact your dealership with questions regarding the LSC remedy. Please welcome them to
your dealership and answer any questions that they may have. A Q&A is provided to assure a consistent
message is communicated.
Customers with additional questions or concerns are asked to please contact the Toyota Customer
Experience Center ( 1-888-270-9371 ).
Please review this entire package with your Service and Parts staff to familiarize them with the proper
step-by-step procedures required to implement this Limited Service Campaign.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
90L PROCE;DURE SUMMARY REFERENNCE CHART
Avalon
CTS
Denso
v'
v'
v'
v'
v'
v't
v'
CTS
v'
v'
v'
v'
v'
v't
v'
Sports
Pedal**
Replace the factory
installed metallic
accelerator sports
pedal foot pad with a
newl desi ned one
Denso
v'
v'
v'
v':t:
v'
v'
CTS
v'
v'
v'
v':t:
v'
v'
Denso
v'
v'
v'
CTS
v'
v'
v'
Prius
Denso
Tacoma
Denso
Tundra
CTS
v'
v'
v'
v'
v'
v'
v'
v'
v'
Venza
Denso
4Runner
Denso
v'
v'
v'
v'
v'
v'
v'
v'
v'
v'
Camry
Corolla &
Matrix
Highlander
CTS
RAV4
Denso
Land
Cruiser
•
Denso
Some supplemental templates may not have the stamping.
** Factory Installed Metallic Sports Pedal - Safety Recall 90L Phase
v'
v'
v'
v'
v'
v'
:I:
t
Part number is specific to Corolla & Matrix.
Non-Hybrid Camry Vehicles ONLY.
'
.
•
9
®TOYOTA
Limited Service Campaign - BST
Multiple Models and Model Years
Smart Stop Technology
Customer Frequently Asked Questions
Published August 1, 2013
We are providing the following information to keep you informed of the Limited Service Campaign details.
Q1:
A 1:
What is Toyota offering and why?
On July 24, 2013 a settlement of claims for Economic Loss arising from allegatiqns of unintended
acceleration was approved. As part of the settlement, Toyota will initiate a Limited Service Campaign (LSC)
to install Smart Stop Technology on the models listed in the following table. This feature will cut engine
power in case of simultaneous application of both the accelerator and brake pedals at certain speeds and
under certain driving conditions. This LSC will be available for 2 vears from the availability of the Smart Stop
Technology for each applicable model. Please refer to the following table for model specific expiration dates.
Phase
1
TBD
Q2:
A2 :
Model Year
Model
Appx. UIO
2008-2010
2009-2010
2009-2010
2006-2010
2008-2010
2003-2009
2007-2010
Land Cruiser
Corolla
Corolla Matrix
RAV4
Hiqhlander
4Runner
Tundra
8,600
843,300
85,200
761 ,000
277,900
603,100
477,500
Software
Availability Date
LSC Expiration
Date
08/07/2013
08/07/2015
TBD
TBD
TBD
TBD
TBD
TBD
TBD
TBD
How does the Smart Stop Technology operate?
Smart Stop Technology cuts engine power in case of simultaneous application of both the accelerator and
brake pedals at certain speeds and in certain driving conditions.
When Smart Stop Technology is engaged, engine output is cut to the idle position, reducing the load on the
brakes. System logic helps ensure Smart Stop does not engage when it is not needed or might be
inconvenient in certain driving conditions.
For example, the system will not activate in 4WD vehicles while driving in the low range . This system also
allows the driver, for instance, to depress the brake pedal in conjunction with the accelerator pedal when
starting on a steep hill. No matter the situation, activation is canceled when the brake pedal is released .
Page 1 of 2
© 2013 Toyota Motor Sales, USA
Q3:
A3:
Which and how many vehicles are covered by this Limited Service Campaign?
There are approximately 3.0 Million Toyota vehicles covered by this LSC . The entire LSC covers
approximately 3.2 Million Toyota and Lexus vehicles. Please refer to the following table for model specific
details.
Phase Model Year
1
TBD
Q3a:
A3a:
2008-2010 Land Cruiser
2009-2010
Corolla
2009-2010 Corolla Matrix
RAV4
2006-2010
Highlander
2008-2010
4Runner
2003-2009
2007-2010
Tundra
Early September, 2007 through Early August, 2010
Late July, 2007 through Late December, 2010
Early January, 2008 through Early December, 2010
Late July, 2005 through Early September, 2010
Early March, 2007 th rough Early September, 2010
Mid-May, 2002 through Mid-August, 2009
Late October, 2006 through Mid-August, 2010
Appx.
UIO
8,600
843,300
85 ,200
761 ,000
277 ,900
603 , 100
477,500
Are there any Lexus or Scion vehicles covered by this Limited Service Campaign?
Yes, please reference the following table for Lexus models covered by this Limited Service
Campaign .
Phase Model Year
Model
2010
2008 -2010
RX 350
LX 570
1
Production Date Range
Model
Appx.
UIO
Early December, 2008 through Early September, 2010 131 ,800
Mid-July, 2007 through Early May, 2010
13,800
Production Range
Q4:
A4:
How will Toyota notify owners about this Limited Service Campaign?
Starting in early February 2013, owner notifications were mailed to owners by the court appointed
administrator, Gilardi and Company. Approximately 22 million notices were mailed to Toyota and Lexus
customers informing them of the settlement. In early March 2013, notice of the settlement was also run in
select U.S. publications along with banner ads which were posted on the internet.
Q5:
A5:
How long will it take to install the Smart Stop Technology software?
The software installation will take approximately 45 minutes. However, depending upon the dealer's work
schedule, it may be necessary to make your veh icle available for a longer period of time .
Q6:
A6 :
When does this Limited Service Campaign expire?
This LSC will be available for 2 vears from the availability of the Smart Stop Technology. Please refer to the
table in A 1 for model specific expiration dates. Any authorized Toyota dealer will install the Smart Stop
Technology at no charge to the vehicle owner prior to the model specific expiration date.
Q7:
A7 :
What if an owner has additional questions or concerns about the LSC?
Owners with questions or concerns are asked to please contact the Toyota Customer Experience Center at
1-888-270-9371 Monday through Friday, 5:00 am to 6:00 pm , or Saturday 7:00 am through 4:00 pm Pacific
Time.
QB:
A8:
What if an owner has additional questions or concerns about the settlement?
Inquiries regarding the settlement should be directed to the court-appointed administrator, Gilardi &
Company. Customers with questions about the settlement should be directed to the settlement website,
www.ToyotaELSettlement.com , or asked to call 877-283-0507.
Page 2 of 2
© 2013 Toyota Motor Sales, USA
•
~ED
UNDER CSP
ssemblies
complete with both
ensor.
DAMAGE COVERAGE TABLE
Th rottle Body Components
What is defined as a "defect in materials or workmanship " under this CSP?
IMPORTANT NOTE: The Throttle Body
Assembly may have parts that can be individually
serviced. Before replacing any defective Throttle
Body Assem bly, please en sure the defective part
cannot be re placed separately.
A defect in materials or workmanship means defects objectively manifested by
broken, cracked, or missing parts or components (not caused by abuse/misuse)
and which results in improper function of the component.
The following examples are provided for reference:
Throttle Position Sensor (TPS)
Examples:
Covered
Rubber hoses connected to the throttle body are
damaged during repair to the throttle body.
Functional Description :
This sen sor detects the throttle valve opening
angle .
~
Rubber hoses connected to the throttle body are
damaged prior to repair to the throttle body.
~
Throttle plate has excessive carbon build-up.
~
An animal has damaged the component.
~
Accelerator pedal position sensor (APPS) is inoperative due to electronic failure .
~
~
Accelerator pedal has a foreign substance on it.
Cruise control switch is inoperative due to an internal
defect.
Throttle Control Motor
~
Cruise control switch has broken off or the exterior is
heavily worn.
Stop lamp switch is no longer operating correctly due
to electronic failure .
Functional Description:
Adjusts the throttle valve opening angle in
accordance with signals from the ECM.
Not
Covered
~
~
Stop lamp switch is out of adjustment.
~
ECM appears to be damaged by a foreign substance.
~
ECM is no longer communicating with the ETCS.
An aftermarket product has been spliced into the
covered component's circuit.
~
~
Accel erator Pedal Position Sensor
*when part of throttle body
EXAMPLES OF PARTS/DAMAGE
NOT COVERED UNDER CSP
[•
Mechanical Pedal
A~s;~bly
...............
J
\
J [
COMPONENTS COVERED UNDER CSP
Engine Control Module (ECM)
Throttle Body Assemblies
NOTE : Assemb lies will come complete with both
Throttle Motor and Position Sensor.
Functional Description:
The ECM controls the engine in accordance with
signals provided by sensors.
DAMAGE COVERAGE TABLE
Th rottle Body Components
What is defined as a "defect in materials or workmanship" under this CSP?
IMPORTANT NOTE: The Throttle Body
Assembly may have parts that can be individually
serviced . Before replacing any defective Throttl e
Body Assem bly, please ensure the defective part
cannot be re olaced separately.
A defect in materials or workmanship means defects objectively manifested by
broken, cracked, or missing parts or components (not caused by abuse/misuse)
and which results in improper function of the component.
The following examples are provided for reference:
Throttle Position Sensor (TPS)
Examples:
Rubber hoses con nected to the throttle body are
dam aged during repa ir to th e throttle body.
Cruise Control Switch
Functional Description:
Operates the cruise control.
Covered
Functional Description:
This sensor detects the throttle valve opening
angle.
./
Rubber hoses connected to the throttle body are
damaged prior to repair to the throttle body.
./
Throttl e plate has excessive carbon build-up.
./
An animal has damaged the component.
./
Acce lerator peda l position sensor (APPS) is inoperalive due to electronic failure.
./
./
Accelerator peda l has a foreign substance on it.
Accelerator Pedal Assembly
Cruise control switch is inoperative due to an internal
defect.
Jhrottle Control Motor
./
Cru ise co ntrol switch has broken off or the exterior is
heavily worn .
Stop lamp switch is no longer operating correctly due
to electronic failure .
./
./
./
./
Stop lamp switch is out of adjustment.
EC M appears to be damaged by a foreign substance.
Functional Description:
Detects the accelerator pedal depression degree
and outputs it to the ECM.
NOTE: The mechanical accelerator pedal used for
cable operated ETCS is not covered.
Functional Description:
Adjusts the throttle valve opening angle in
accordance with signals from the ECM .
Detects the brake pedal being depressed and
transmits its signal to the ECM and illuminates the
brake lights.
PIN- 00411-130002
EC M is no longer communicating with the ETCS.
An aftermarket product has been spliced into the
covered co mponent's circuit.
./
./
Accel erator Pedal Position Sensor
*when part of throttle body
Stop Lamp Switch
Functional Description:
Not
Covered
Functional Description:
Detects th e accelerator pedal depression angle
and outputs it to the ECM .
EXAMPLES OF PARTS/DAMAGE
NOT COVERED UNDER CSP
•
•
•
Wire Harnesses
•
Carbon Buildup
•
Flood Damage
•
Salvage Title
•
Fire Damage
Mechanical Pedal Assembly
..............
Rodent Damage
•
Cosmetic Damage
•
Vandalism
•
Abuse
Page 2
©
Service Consultant Reference Guide
PURPOSE
•
•
•
•
Identify covered vehicles
and components .
Define coverage periods
and limitations.
Provide answers to common
customer questions .
Provide component definitions and
images for customer explanation.
TIME COVERAGE
2007-2010
2003-2010
2010
2001-2010
2006-2008, 2010
1998-2000, 2002-2010
*Check TIS for VIN eligibility
02: Was your vehicle operable on 0810712013?
Secondary Coverage:
After the 3 year Primary Coverage, Secondary Coverage is applied to the Original Manu fac turer's W arranty
for each component up to a limit of 150,000 miles or an add iti onal 10 years, whichever com es first.
Note : After th e initial 3 year period , coverage under CSP ELL end s once th e vehicle reaches 150 ,000 mil
A3: NO: Vehicle is eligible for CSP.
YES: Vehicle is not eligible for CSP.
0 3: Does your vehicle carry a Salvage Title (see limitations) ?
Yea r s of Coverage
4
5
6
t - - - - - - - - - - - - -+--1'- - ' - - - i -,-
.-
- ----i- -
DOFU
1
2
3
8
9
10 11 12 13 14 15 1
-
-. - .-
,_ _ _ _ _ __ ___I_. r
__. _ _ _
Stop Lamp Switch
*Throttle Body Assembly
4yr/ 50kMHes__ _ _ I_
* Engine Control Module
lyr/tJJt Mlln
;
i
I
1
!
I
18 1
I
I
I
I
I
I
CUSTOMER QUESTIONS:
I
lOyr/lSOk~lmum M lle_s - ~r_l_l_l_l_l_I_
10y r/150k ll{laximu m M il
llilanuracturer's war1
*Coverage may vary depending on the vehicle 's ori gin al emission certifi ca tion and state emiss ion warranty reaL11romenls.
Reference Warranty Policy Bulletin POL 13-01 for ori ginal Manufacturer W arra nty deta il s.
PARTS COVERAGE
1. Engine Control Module
2. Cruise Control Switch
I
0 1: Who can answer questions regarding this CSP ?
A 1: We are happy to answer any questions related to the diagnosis and repair of your
vehicle. For any other questions about the settlement itself, please refer to the
Economic Loss website(www.ToyotaELSettlement.com) or call the Lexus Customer
Assistance Center at 1-800-255-3987.
02 : How do I know if my vehicle is part of the CSP ?
CSP Ext ended Cevera
2008-2010
2004-2010
A 1: If the date is after 0810712013 vehicle is eligible for CSP.
A2: YES: Continue with CSP.
NO: Vehicle is not eligible for CSP.
1998-2010
1998-2010
0 1: Did you experience this condition after the start of the CSP?
CSP Started on 0810712013 .
3 Year with NO Mileage Restrictions. Coverage Effective: 0810712013 - 08/07120 16
Acce lerator Pedal Assembly
1998-2010
©
ELIGIBILITY QUESTIONS:
Primary Coverage:
All eligible vehicles will receive 3 additional years of coverag e aga inst defects in materials or workm anship in
covered components from the start of CSP ELL, regardless of mileage .
Crui se Control Switch
2002-2010
CUSTOMER Q&A
This Program provides Primary Coverage and Seconda. • __ . -· -,..,_
for applicable components.
VEHICLE COVERAGE
ES
GS
GS HV
GX
HS
IS
LS
LS HV
LX
RX
RX HV
SC
Customer Support Program (CSP) ELL
§
nship in the fo llowing comoonents:
• Throttl e Position Sensor
• Accelera tor Pedal Position Sensor
A3: The CSP provides coverage for defects in materials and workmanship in five (5)
components on your vehicle . Let me take a few minutes and review these
components with you. Refer to the opposite side for component descriptions and photos.
A4: The CSP is part of a larger settlement between Toyota and a group of owners of
ETCS equipped models. These five (5) components were agreed upon by Toyota and
plaintiffs ' counsel and were approved by the Court overseeing the settlement.
• Throttle Body Mot
3. Accelerator Pedal Assem bly
03: What does this CSP cover on my vehicle?
04: Why is Lexus only providing additional coverage for these five (5) components?
If lndividJdfil!.Y Servicea ble
4. Stop Lamp Switch
5. Throttle Body Assembly
A2: I would be happy to assist you in determining if your vehicle is part of this CSP. I can
verify eligibility if you have your VIN available now. (Check TIS-Vehicle Inquiry)
05 : Is there a possibility that the condition I am experiencing is not covered by this CSP?
CSP ELL also covers ancillary parts related to th e covered com
etc., that are damaged as a result of the repair. An cillary parts ar
complete the CSP and were not damaged prior to repa ir.
rs,
A5: Yes. Please be .aware that if the condition is not related to a defect in materials or
workmanship in any of the five (5) covered components, you mav be responsible for
diagnostic fees and any other repairs you decide to have performed.
06 : What if my Authorized Lexus Dealership determines that the condition I am
experiencing is not covered by this CSP, but I disagree with their diagnosis?
LIMITATIONS
A6: Please call the Lexus Customer Assistance Center at 1-800-2 55-3987.
• Only Model Year 1998-2010 vehicles equipped with Electronic Throttle Control System (ETCS) are covered under thi s CSP.
• This CSP is not retroactive. No refunds or payments will be made for repairs performed prior to the Court Order approving thi s settlement.
• Only covered components that fail due to a defect in materials or workmanship and otherwise fall wi thi n th e parame ters of thi s CSP will be covered.
• This CSP does not cover cosmetic damage or breakage due to outside forces , damage incurred from abu se , misuse, tam pering , im pact, anim al, vanda lism ,
flood, fire , or carbon buildup .
07 : What if I choose to have one of these five (5) components repaired at a non-Lexus
Facility? Will Lexus reimburse me for these repairs?
A7: This CSP only covers repairs performed at an Authorized Lexus Dealership. There are
no reimburs ements for repairs performed at other facilities, or for repairs made prior to
the commencement of the CSP.
• Any defects covered by this CSP must have occurred on or after the commencement date of the program .
• Thi s CSP does not apply to scrapped , salvaged , dismantled , flood-damaged, rebuilt or oth er brand ed/salv
(excluding lemon law branded vehicles).
CONTACT INFORMATION
titl e vehicles
For customer service and questions related to this CSP:
• Thi s CSP is applicable only to vehicles that were originally distributed in the US or US Territories.
Se ttlement W ebsite :
www.ToyotaELSettlement.com
• Imported vehicles (ex. Mexico and Canada) are not covered, even if currently reg istered in the US.
Lexus Customer Assistance Center:
1-800-255-3987
PIN- 00411-130002
Page 1