ER11_Re-Notifica
Service Bulletin Details
Public Details for: ER11_Re-Notifica
Region letter: 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.
- 2014 - 2013 - 2012 - 2011 - 2010 - 2009 - 2008 - 2007 - 2006 - 2005 - 2004 -
Models from 2014
2014 TOYOTA TACOMA |
Models from 2013
2013 TOYOTA FJ CRUISER |
2013 TOYOTA TACOMA |
Models from 2012
2012 TOYOTA FJ CRUISER |
Models from 2011
2011 TOYOTA FJ CRUISER |
2011 TOYOTA RAV4 |
Models from 2010
2010 TOYOTA RAV4 |
Models from 2009
2009 TOYOTA FJ CRUISER |
2009 TOYOTA RAV4 |
2009 TOYOTA SIENNA |
Models from 2008
2008 TOYOTA FJ CRUISER |
2008 TOYOTA RAV4 |
2008 TOYOTA SIENNA |
Models from 2007
2007 TOYOTA FJ CRUISER |
2007 TOYOTA RAV4 |
2007 TOYOTA SIENNA |
Models from 2006
2006 TOYOTA RAV4 |
2006 TOYOTA SIENNA |
Models from 2005
2005 TOYOTA SIENNA |
Models from 2004
2004 TOYOTA SIENNA |
TOYOTA Product Support Division To: All PD Dealer Operations/Parts & Service Vice Presidents, All Region/PD Customer Service Field Managers, All Region/PD Technical Service & Training Managers, All Region/PD Customer Service Operations Managers From: Bob Waltz Vice-President, Product Quality and Service Support Subject: Owner Renotification of Non-Completed Safety Recalls Volume: XVIII Number: TC14-052 11/24/2014 Date: X Action X Retain Information 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. Safety Recalls Covered in the Renotification Campaigns Description (Title) Model and Model Year *CSJ D0C D0G Rear Lower Suspension Arm No.1 Access Door Inner Panel Genuine Toyota Auxiliary Light Kit Accessory D0R Shift Lock Solenoid Assembly D0U Valve Spring Replacement 2006 to Early 2011MY Rav4 Vehicles 2007 to Late 2013 MY FJ Cruiser Certain 2007-2013 MY FJ Cruiser 2004 to 2005 MY Sienna 2007 to 2009 MY Sienna Certain 2013 to 2014 MY Tacoma *Letters for this renotification will only be sent to vehicles located in the following states: AK, AL, AR, AZ, CA, CO, FL, GA, HI, IA, ID, KS, LA, MO, MS, MT, NC, ND, NE, NM, NV, OK, OR, SC, SD, TN, TX, UT, WA, and WY. Vehicles located in other location were previously mailed earlier this year. 2. Dealer Letter Mailing Date Dealer Letters will be mailed in late November, 2014. 3. 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, over a period of several weeks consistent with parts availability. 4. 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. ER11 – R – Page |2 Enclosures cc: Region/Private Distributor Assistant General Managers Region/Private Distributor Customer Service Operations Managers Region/Private Distributor Service Managers/Directors/VPs Region/Private Distributor Parts Managers/Directors/VPs 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 Field Product Engineers To: All Toyota Dealer Service Managers & Parts Managers Subject: Owner Renotification of Non-Completed Safety Recalls 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. 1. Safety Recalls Covered in the Renotification Campaigns Description (Title) *CSJ Rear Lower Suspension Arm No.1 D0C Access Door Inner Panel D0G Genuine Toyota Auxiliary Light Kit Accessory D0R Shift Lock Solenoid Assembly D0U Valve Spring Replacement Model and Model Year 2006 to Early 2011MY Rav4 Vehicles 2007 to Late 2013 MY FJ Cruiser Certain 2007-2013 MY FJ Cruiser 2004 to 2005 MY Sienna 2007 to 2009 MY Sienna Certain 2013 to 2014 MY Tacoma *Letters for this renotification will only be sent to vehicles located in the following states: AK, AL, AR, AZ, CA, CO, FL, GA, HI, IA, ID, KS, LA, MO, MS, MT, NC, ND, NE, NM, NV, OK, OR, SC, SD, TX, UT, WA, and WY. Vehicles located in other location were previously mailed earlier this year. 2. 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. 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: • • • • 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. ER11 – D – Page |2 5. 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. 6. 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. 7. 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.