ZE4_WEP_Region L

TOYOTA
Product Support Division
INTEROFFICE MEMORANDUM
To:
All Region/Private Distributor General Managers/Vice Presidents
From:
Bob Waltz,
Vice President, Product Quality & Service Support
Subject:
Warranty Enhancement Program – ZE4
Certain 2009 to 2010 Model Year Corolla Vehicles
Enhancement of Warranty Coverage for Trunk Lid Torsion Bar(s)
Volume: XIX
Number: TC14-042
Date: 09/03/2014
X Action
X Retain
Information
In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Warranty
Enhancement Program for the Trunk Lid Torsion Bars on certain 2009 to 2010 model year Corolla
vehicles.
In these vehicles, a small number of customers have expressed dissatisfaction with the holding
performance of the trunk lid. The operation and performance of the trunk lid is evident from first use and
does not change over time. However, in certain limited conditions the trunk lid may begin to close after
opening. The conditions below may contribute to this:
•
•
•
•
if the lid is not fully opened
if operated in certain windy conditions
if the vehicle is parked on an incline
if a heavy load is on the trunk lid, such as snow and ice, or if equipped with an aftermarket
accessory such as a spoiler
This could cause the user to interact with the trunk lid and, in limited instances, result in a minor injury.
Although we believe the majority of customers are satisfied with the holding performance of the trunk lid, to
assure our customers’ satisfaction, we are offering an Enhancement to the New Vehicle Warranty Coverage
for the Trunk Lid Torsion Bar(s). Please see the Warranty Enhancement Program Details section for
additional information.
The following information is provided to inform you and your staff of the program notification schedule and
your degree of involvement.
1.
Dealer Letter Mailing Date
The attached Dealer Letter will be mailed to all Toyota dealers in early September, 2014.
2.
Owner Notification Mailing Date
The owner notification will commence in mid-September, 2014 and will be mailed over several weeks.
We have attached a sample owner letter for your reference.
Warranty Enhancement ZE4 – R – Page 2
3.
Warranty Enhancement Program Details
This Warranty Enhancement Program provides a Primary and Secondary coverage extension to the
vehicle’s “New Vehicle Limited Warranty” for customer dissatisfaction with the holding performance
of the trunk lid. If the customer is currently dissatisfied with the holding performance of the trunk lid,
the dealer will replace either one or both of the Trunk Lid Torsion Bar(s) (depending on whether the
vehicle is equipped with a Toyota-supplied accessory spoiler) under the terms of this warranty
enhancement program.
•
•
The Primary Coverage offers warranty enhancement until October 31, 2015, with no
mileage limitation.
After the Primary Coverage period ends, the Secondary Coverage is applicable for 6 years
from the date of first use with no mileage limitation.
This coverage is for warranty work performed at an authorized Toyota dealer only. It is
subject to the same terms and conditions set forth in the New Vehicle Limited Warranty
Section of the Owner’s Warranty Information booklet. For example, damage from abuse, an
accident, theft and/or vandalism is not covered by the New Vehicle Limited Warranty or this
warranty enhancement.
4.
Number of Vehicles Covered
There are approximately 641,000 certain 2009 to 2010 model year Corolla vehicles covered by this
Warranty Enhancement Program.
5.
Region/District Summary Reports
We have enclosed the following Warranty Enhancement Program Summary Reports in the
Region/Private Distributor (PD) Service Manager/Customer Operations Manager/Director of Service
Package:
• Region/PD Summary Reports that provides an overview of the entire Region/PD for this Warranty
Enhancement Program.
• District Summary Reports that indicate the number of involved vehicles registered in each
dealership’s primary market area for this Warranty Enhancement Program.
Please note that dealerships will not receive reports, as this is not a Recall or Special/Limited Service
Campaign.
Please review this entire Warranty Enhancement Package with the appropriate associates so that they may
provide the necessary support to your dealers and maximize our combined customer satisfaction efforts.
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
All NAPC General Managers
All TMS Sales Administration Managers
All TMS Product Quality & Service Support Managers
All Field Product Engineers