ZE6_WEP_Region L

TOYOTA
Product Support Division
INTEROFFICE MEMORANDUM
Volume: XIX
Number: TC14-054
Date: 12/9/2014
X Action
X Retain
Information
To:
All Region/Private Distributor General Managers/Vice Presidents
From:
Bob Waltz,
Group Vice President, Product Quality & Service Support
Subject:
Warranty Enhancement Program – ZE6 (Phase 2 - Part Replacement for Certain Models)
Certain 2003-2005 MY 4Runner
Certain 2005-2010 MY Avalon
Certain 2007-2011 MY Camry & Camry Hybrid
Certain 2004-2010 MY Sienna
Certain 2004-2008 MY Solara
Extension of Warranty Coverage for Cracked and/or Sticky/Melting Dashboards (Instrument
Panels) as a Result of Heat or Humidity
In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Warranty
Enhancement Program (the “Program”). This Program extends the warranty coverage for repairs related to
cracked and/or sticky/melting Dashboards (Instrument Panels) as a result of heat or humidity on 2003-2005
model year 4Runner, 2005-2010 model year Avalon, 2007-2011 model year Camry and Camry Hybrid, 20042010 model year Sienna, and 2004-2008 model year Solara vehicles.
In Mid-December, 2014 Toyota announced the reimbursement Phase of this Program. Since prior to
that announcement, Toyota has been diligently making parts preparations for the parts replacement
phase of this Program. Due to the age, volume, and breadth of the covered vehicles subject to the
Program and the size and complexity of dashboard manufacturing, Toyota will be launching the part
replacement portion of this Program is several phases; please refer to the table below for part
replacement model phasing.
Phase
1
2
3
4
Model
ALL
Avalon, Camry, Solara
4Runner
Sienna
Description
Reimbursement
Part Replacement
Current Mailing Schedule
Mid-December, 2014
Late June, 2015
July, 2015
October, 2015
Although Toyota is increasing production levels, it is difficult to predict customer demand and where
parts need to be shipped to support customer demand. It is important that dealerships explain to
customers that there still may be a period of time the customer will need to wait before part
replacement can be performed. Please be sure to take this into consideration when performing
customer scheduling.
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. Dealer Notification Letter Mailing Date
Toyota will notify dealerships regarding Phase 2 of this Program in Late June, 2015.
Warranty Enhancement ZE6 – D – Page |2
2. Owner Notification Letter Mailing Date
This first owner notification letter was sent in mid-December, 2014, advising owners that they could seek
reimbursement consideration for previous repair costs for cracked and/or sticky/melting Dashboards as a
result of heat or humidity. A sample copy of the owner notification letter is enclosed for your reference.
Toyota will now begin notifying owners regarding the part replacement phase of this Program in
accordance with the table below. This mailing schedule is based upon the part build rate and anticipated
quantities required for each model. A sample copy of the owner notification letter is enclosed for your
reference.
Phase
2
3
4
Model
Avalon
Solara
Camry
4 Runner
Sienna
Tentative Owner Letter
Start Timing
Early July, 2015
Late July, 2015
October, 2015
Planned Duration of Owner Letter Mailing
3 Month Mailing
1.5 Month Mailing
9 Month Mailing
TBD
TBD
Please Note: Dashboards can become cracked and/or sticky/melted over time for a number of different
reasons and under a number of different circumstances. If the Dashboard has become cracked and/or
sticky/melted as a result of heat or humidity, the repair will be performed at no charge as soon as parts
become available.
3. Warranty Enhancement Program Details
This Warranty Enhancement Program provides a Primary and Secondary coverage for your vehicle’s “New
Vehicle Limited Warranty” as it applies to the Dashboard. The specific condition covered by this Program is
any cracked and/or sticky/melting Dashboard as a result of heat or humidity. If the condition is verified, the
repair will be performed in accordance with the applicable TSB under the terms of this Warranty
Enhancement Program.
•
The Primary Coverage offers warranty enhancement described herein for all owners of covered
vehicles until May 31, 2017, regardless of mileage or date of first use of the vehicle.
•
Secondary Coverage supplements the Primary Coverage for some owners by offering the warranty
enhancement described herein for 10 years from the date of the first use of the vehicle,
regardless of mileage. For instance, if you own a 2009 Camry that was first used on January 1,
2010, you are entitled to the warranty enhancement through January 1, 2020.
Please note that this coverage is for warranty repair for Dashboards only, and must be performed at an
authorized Toyota dealer only. A maximum of one dashboard replacement can be performed, if eligible,
under this Warranty Enhancement Program.
This Warranty Enhancement Program is subject to the same terms, conditions, and limitations set forth in
the New Vehicle Limited Warranty Section of the Owner’s Warranty Information booklet, with the exception
of the warranty enhancement coverage for this specific condition. For example, damage from abuse,
accident, theft, and/or vandalism is not covered by the New Vehicle Limited Warranty or this warranty
enhancement. To the extent your Owner’s Warranty has expired, it is being extended only as to the
specific condition and parts identified above, subject to the terms, conditions, and limitations in that
Warranty.
4. Number of Vehicles Covered
There are approximately 3.42 million Vehicles covered by this Warranty Enhancement Program. Please
verify coverage by confirming through TIS.
Warranty Enhancement ZE6 – D – Page |3
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 package with your associates to familiarize them with the proper procedures to
implement this warranty enhancement.
Thank you for your continued support and cooperation.
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