ZE6_WEP_Dealer L

To:
All Toyota Dealer Principals,
Service Managers, Parts Managers
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. 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.
Warranty Enhancement ZE6 – D – Page |2
Phase
2
3
4
Model
Avalon
Solara
Camry
4 Runner
Sienna
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.
2. 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.
3. Number of Vehicles Covered
There are approximately 3.42 million Vehicles covered by this Warranty Enhancement Program. Please
verify coverage by confirming through TIS.
Please refer to Warranty Policy Bulletin (Bulletin No. POL14-11) for identification of vehicles covered by
this Warranty Enhancement.
4. Warranty Claim Processing Instructions
Please refer to the Warranty Policy Bulletin (Bulletin No. POL14-11) for warranty claim processing
instructions. All parts replaced are subject to warranty parts recovery.
5. Technical Instructions (Repair Procedures)
Technical instructions can be found in T-SB-0039-15, please refer to TIS for additional information.
Warranty Enhancement ZE6 – D – Page |3
6. Technician Training Requirements
The repair quality of covered vehicles is extremely important to Toyota. All dealership technicians
performing this repair are required to successfully complete the most current version of the E-Learning
course “Safety Recall and Service Campaign Essentials”. To ensure that all vehicles have the repair
performed correctly, technicians performing this repair are required to currently hold at least one of the
following certification levels:
•
•
•
•
Certified any Specialty (with 18+ Months Experience)
Expert any Specialty
Master Service Technician
Master Diagnostic Technician
It is the dealership’s responsibility to select technicians with the above certification level or greater to
perform this Limited Service Campaign repair. Carefully review your resources, the technician skill level,
and ability before assigning technicians to this repair. It is important to consider technician days off and
vacation schedules to ensure there are properly trained technicians available to perform this repair at all
times.
7. Parts Ordering for Cracked and/or Sticky/Melting Dashboards
If a customer experiences the condition described, dealers should conduct appropriate diagnosis and order
the applicable parts.
Refer to Warranty Policy Bulletin POL14-11 for detailed parts ordering information.
Due to the logistical challenges and costs associated with shipping dash board assemblies, the parts for
this warranty enhancement program will not be allowed for dealership returns. 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.
For Private Distributor Dealers, please refer your PD for additional ordering details for your dealership.
8. Customer Reimbursement Procedures
Please refer to the attached owner letter for reimbursement consideration instructions.
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.
TOYOTA MOTOR SALES, U.S.A., INC.