ZE7_VIN Expansio

Update 4/24/2015: VIN expansion and Corresponding Owner Mailing,
changes in Yellow for your convenience
To:
All Toyota Dealer Principals,
Service Managers, Parts Managers
Subject:
Warranty Enhancement Program – ZE7
Certain 2007-2009 Camry
Certain 2007-2011 Camry Hybrid
Certain 2007-2008 Camry Solara
Certain 2009-2011 Corolla
Certain 2009-2013 Corolla Matrix
Certain 2006-2008 RAV4
Certain 2007-2010 Scion tC
Certain 2008-2015 Scion xB
Extension of Warranty Coverage for 2AZ Engine Oil Consumption
As part of our continual efforts to ensure the best in customer satisfaction, Toyota is preparing a Warranty
Enhancement Program to extend warranty coverage to address customer complaints of Excessive Engine Oil
Consumption on Certain 2007-2009 Camry, Certain 2007-2011 Camry Hybrid, Certain 2007-2008 Camry
Solara, Certain 2009-2011 Corolla, Certain 2009-2013 Corolla Matrix, Certain 2006-2008 RAV4, Certain 20072010 Scion tC, and Certain 2008-2015 Scion xB, vehicles equipped with a 2AZ engine.
This warranty Enhancement Program will be launched in two phases due to current part production capacity
limitations. Initially, Toyota will inform owners that they may seek reimbursement consideration for previous
repairs to address excessive engine oil consumption. Once sufficient parts are produced, Toyota will send a
second owner notification letter to customers informing them they may seek part replacement if their vehicle
has excessive engine oil consumption.
Phase
1
2
Description
Reimbursement Only
Part Replacement for Excessive Engine Oil Consumption
Tentative Schedule
Mid-December, 2014
Late Spring, 2015
The following important information is provided to advise you and your associates of the program notification
schedule and the degree of your involvement. Additionally, an FAQ covering details of this Warranty
Enhancement Program is enclosed for your reference.
1.
Owner Notification Mailing Date
The owner notification will commence in mid-December, 2014 and will be mailed over two months. We
have attached a sample owner letter for your reference.
In late April, 2015 Toyota will mail the first owner notification letter to the customers included in the VIN
list expansion. This additional mailing will involve approximately 204,000 letters.
The first owner notification letter will advise customers that they may seek reimbursement consideration
for previous repair costs related to excessive engine oil consumption. The letter will also inform
customers that Toyota is unable to support part replacement for Engine Oil Consumption at this time.
Additionally, owners will be advised that if they believe their vehicle has excessive engine oil
consumption, they can contact an authorized Toyota dealer to have the engine oil consumption test
performed to determine if they will be eligible for future part replacement once sufficient parts are
available. Once sufficient parts are produced, Toyota will send a second owner notification informing
customers they may seek part replacement if the vehicle is exhibiting excessive engine oil
consumption.
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2.
Warranty Enhancement Program Details
This Warranty Enhancement Program provides a Primary and Secondary coverage extension to the
vehicle’s “New Vehicle Limited Warranty” for part repalcement related to Excessive Engine Oil
Consumption. If the condition is verified, necessary parts will be replaced in accordance with the
applicable Technical Service Bulletin under the terms of this Warranty Enhancement Program.
•
•
The Primary Coverage offers warranty enhancement until October 31, 2016, regardless of
mileage.
After the Primary Coverage period ends, the Secondary Coverage is applicable for 10
years from the date of first use or 150,000 miles, whichever occurs first.
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.
3.
Number and Identification of covered Vehicles
There are approximately 1,940,401 vehicles covered by this Warranty Enhancement Program.
Please refer to Warranty Policy Bulletin (Bulletin No. POL14-12) for identification of vehicles covered by
this Warranty Extension.
4.
Warranty Claim Processing Instructions
Please refer to the Warranty Policy Bulletin (Bulletin No. POL14-12) for warranty claim processing
instructions. All parts replaced are subject to warranty parts recovery.
5.
Oil Consumption Testing and Documentation
During the reimbursement phase of this warranty enhancement program, owners may contact your
dealership to have an oil consumption test performed to confirm if their vehicle will be eligible for part
replacement once parts become available for Phase 2.
•
Procedures for the Oil Consumption Test can be found in T-SB-0158-14
Please note the above TSB and related Oil Consumption Test Sheet will be required for claim
submission and warranty authorization.
6.
Parts Ordering
As this is an extension of the warranty, most customers will only request reimbursement from TMS for
part replacements. Dealers should not increase their stock of parts. As always, if a customer
experiences the condition described, dealers should conduct appropriate diagnosis and order the
applicable parts.
Refer to Warranty Policy Bulletin POL14-12 for detailed parts ordering information.
Dealers are requested to only order parts for vehicles experiencing this condition. DO NOT ORDER
FOR STOCK. The parts have been placed on Dealer Ordering Solutions and will be systematically
released daily. Please see the weekly manual allocation report for additional details.
Warranty Enhancement Program ZE7 – D – Page |3
7.
Customer Reimbursement
Please refer to the attached owner letter for reimbursement consideration instructions.
Please review this entire package with your Service and Parts staff to familiarize them with the proper step-bystep procedures required to implement this Warranty Extension.
As part of our dedication to continuous improvement, changes have been incorporated in the production
process to ensure the highest quality products are provided to our customers.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.