ER10_Remail_Regi
Service Bulletin Details
Public Details for: ER10_Remail_Regi
Region letter: toyota will be sending safety recall follow-up notices to remind owners whose vehicles have not yet had campaign repairs completed.
- 2013 - 2012 - 2011 - 2010 - 2009 - 2008 - 2007 - 2006 - 2005 - 2004 - 2003 - 2002 - 2001 -
Models from 2013
2013 TOYOTA AVALON |
2013 TOYOTA CAMRY |
2013 TOYOTA VENZA |
Models from 2012
2012 TOYOTA AVALON |
2012 TOYOTA CAMRY |
2012 TOYOTA VENZA |
Models from 2011
2011 TOYOTA TACOMA |
Models from 2010
2010 TOYOTA HIGHLANDER |
2010 TOYOTA TACOMA |
Models from 2005
2005 TOYOTA 4RUNNER |
2005 TOYOTA TACOMA |
Models from 2004
2004 TOYOTA 4RUNNER |
2004 TOYOTA TACOMA |
Models from 2003
2003 TOYOTA 4RUNNER |
2003 TOYOTA TACOMA |
Models from 2002
2002 TOYOTA TACOMA |
Models from 2001
2001 TOYOTA TACOMA |
Volume: XVIII Number: TC14-049 10/31/2014 Date: X Action X Retain Information 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 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 90L D0L D0M Description (Title) Potential Floor Mat Interference Excessive Corrosion of the Spare Tire Carrier Lift Plate Driver and Passenger Seat Belt Assemblies Intelligent Power Module (IPM) D0T HVAC Assembly C0V Model and Model Year 2003 - 2009 4Runner 2001 - 2004 Tacoma 2005 - 2011 Tacoma 2006 – 2010 Highlander HV 2012 – 2013 Camry/Camry HV 2012 – 2013 Avalon 2012 – 2013 Venza 2013 Avalon HV 2. Dealer Letter Mailing Date Dealer Letters will be mailed in early 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. Enclosures ER10 – R – Page |2 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 90L D0L D0M Description (Title) Potential Floor Mat Interference Excessive Corrosion of the Spare Tire Carrier Lift Plate Driver and Passenger Seat Belt Assemblies Intelligent Power Module (IPM) D0T HVAC Assembly C0V Model and Model Year 2003 - 2009 4Runner 2001 - 2004 Tacoma 2005 - 2011 Tacoma 2006 – 2010 Highlander HV 2012 – 2013 Camry/Camry HV 2012 – 2013 Avalon 2012 – 2013 Venza 2013 Avalon HV 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. ER10 – 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.