F0B_LSC_Region L

TOYOTA
Product Support Division
Volume: XIX
Number: TC15-004
Date: 1/22/2015
X Action
X Retain
Information
INTEROFFICE MEMORANDUM
To:
All Toyota Region General Managers/Vice Presidents
From:
Bob Waltz,
Group Vice President, Product Quality and Service Support
Subject:
Limited Service Campaign F0B (Phase 1 & 2 Remedy Available)
Certain 2013 Model Year Avalon, Avalon Hybrid,
Certain 2012 – 2013 Model Year Camry, Camry Hybrid, Prius C, and Yaris Vehicles
Front Passenger Supplemental Restraint System
In our continuing efforts to ensure the best in customer satisfaction, Toyota is launching a Limited Service
Campaign for certain 2013 Model Year Avalon, Avalon Hybrid, certain 2012 – 2013 Model Year Camry, Camry
Hybrid, Prius C, and Yaris Vehicles.
Due to part availability this Limited Service Campaign will be launched in phases by model; please refer
to the following table for phase details.
Phase
Model
1
2
Prius C and Yaris
Camry, Camry Hybrid, Avalon, Avalon Hybrid
Status/Tentative
Schedule
Remedy Available
Remedy Available
Condition
The front passenger seat assembly is equipped with sensors for the occupant classification system which are
used to control the operation of supplemental restraint systems (SRS), including the front passenger airbag.
The sensors classify the weight of the occupant and activate or deactivate the front passenger airbag
accordingly. Additionally, the sensors are used to detect certain vehicle collisions. Due to the current collision
detection thresholds, the system may interpret certain occupant seating usages or road conditions as a rear
collision and illuminate the Airbag Warning Light and “AIR BAG OFF” indicator, disabling the front passenger air
bag.
Limited Service Campaign (LSC) Remedy
The remedy for this Limited Service Campaign will vary by model and model production dates. Toyota dealers
will perform the remedy at no charge to vehicle owners. The remedy will involve replacing the front passenger
seat occupant classification system sensors. Additionally, dependent on vehicle production date, in some cases
dealers will also replace the Occupant Classification System ECU and install an Owner’s Manual Update sticker.
Please refer to the website found in the part ordering section for VIN specific remedy and part ordering
information.
This LSC will be available until December 31, 2017, and will only be available at an authorized Toyota Dealer.
1. Dealer Letter Mailing Date
The attached dealer letter will be sent to all Toyota dealers in Late January, 2014.
2. Owner Letter Mailing Date
The owner mailing for the Limited Service Campaign will be sent in phases in accordance with remedy part
availability. Please refer to the table above for model by model tentative remedy availability timing. The
owner notification will commence one week after the remedy becomes available.
Please note that only owners of the covered vehicles will be notified. If a dealer is contacted by an owner
who has not yet received a notification, please instruct them to verify eligibility by confirming through TIS
prior to performing repairs. Dealers should perform the repair as outlined in the Technical Instructions
found on TIS.
Limited Service Campaign F0B – R – Page |2
3. Number and Identification of Covered Vehicles
There are approximately 753,200 vehicles covered by this LSC in the U.S.
Please note that only owners of the covered vehicles will be notified. If a dealer is contacted by an owner
who has not yet received the notification, please instruct the dealer to verify coverage by confirming
through TIS. Dealers should perform the procedure as outlined in the Technical Instructions located on TIS.
4. Dealer/District Summary Reports
We have enclosed the following Limited Service Campaign F0B Summary Reports in the Region/Private
Distributor (PD) Service Manager/Customer Service Operations Manager/Director of Service package:
• Region/PD Summary Report that provides an overview of the entire Region/PD for this LSC.
• A District Summary Report that indicates the number of covered vehicles per dealership in each district
for this LSC.
5. New and Used Vehicles in Dealership Inventory (In-Stock Vehicles)
To ensure customer satisfaction, Toyota requests that dealers conduct this LSC remedy on any new or used
vehicles currently in dealer inventory that are covered by this LSC prior to customer delivery.
6. Parts Ordering
The necessary replacement parts have been placed on Dealer Ordering Solutions.
Additional part ordering information can be found in the dealer communication.
7. Media Contacts
If you are a dealership associate and have any questions, please contact your District Service/Parts
Manager. In the event you are contacted by the News media, it is imperative that all media contacts
(local and national) receive a consistent message. In this regard, all media contacts must be directed to
Cindy Knight (310) 468-2170 in Toyota Corporate Communications. (Please do not provide this number to
customers.)
The attached Dealer Notification Letter contains additional details.
Please review this remedy notification with your staff to assure that all relevant personnel have been briefed
regarding this subject.
Thank you for your 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
Updated 4/16/2015: Phase 2 Remedy Available
Updated 2/10/2015: Operation Code Description
Updated 1/28/2015: Part Ordering
To:
All Toyota Dealer Principals, Service Managers, and Parts Managers
Subject:
Limited Service Campaign F0B (Phase 1 & 2 Remedy Available)
Certain 2013 Model Year Avalon, Avalon Hybrid,
Certain 2012 – 2013 Model Year Camry, Camry Hybrid, Prius C, and Yaris Vehicles
Front Passenger Supplemental Restraint System
In our continuing efforts to ensure the best in customer satisfaction, Toyota is launching a Limited Service
Campaign for certain 2013 Model Year Avalon, certain 2013 Model Year Avalon Hybrid, certain 2012 – 2013
Model Year Camry, certain 2012 – 2013 Model Year Camry Hybrid, certain 2012 – 2013 Model Year Prius C
and, certain 2012 – 2013 Model Year Yaris vehicles.
Due to part availability this Limited Service Campaign will be launched in phases by model, please refer
to the following table for Phase details.
Phase
Model
1
2
Prius C and Yaris
Camry, Camry Hybrid, Avalon, Avalon Hybrid
Status/Tentative
Schedule
Remedy Available
Remedy Available
Condition
The front passenger seat assembly is equipped with sensors for the occupant classification system which are
used to control the operation of supplemental restraint systems (SRS), including the front passenger airbag.
The sensors classify the weight of the occupant and activate or deactivate the front passenger airbag
accordingly. Additionally, the sensors are used to detect certain vehicle collisions. Due to the current collision
detection thresholds, the system may interpret certain occupant seating usages or road conditions as a rear
collision and illuminate the Airbag Warning Light and “AIR BAG OFF” indicator, disabling the front passenger air
bag.
This LSC will be available until December 31, 2017, and will only be available at an authorized Toyota Dealer.
Remedy
The remedy for this Limited Service Campaign will vary by model and model production dates. Toyota dealers
will perform the remedy at no charge to vehicle owners. The remedy will involve replacing the front passenger
seat occupant classification system sensors. Additionally, dependent on vehicle production date, in some cases
dealers will also replace the Occupant Classification System ECU and install an Owner’s Manual Update sticker.
Please refer to the website found in the part ordering section for VIN specific remedy and part ordering
information.
1. Owner Letter Mailing Date
The owner mailing for the Limited Service Campaign will be sent in phases in accordance with remedy part
availability. Please refer to the table above for model by model tentative remedy availability timing. The
owner notification will commence one week after the remedy becomes available.
Toyota makes significant effort to obtain current customer name and address information when mailing
owner letters. In the event your dealership receives a notice for a vehicle that was sold prior to the Limited
Service Campaign announcement, it is the dealership’s responsibility to forward the owner letter to the
customer who purchased the vehicle.
Please note that only owners of the covered vehicles will be notified. If a dealer is contacted by an owner
who has not yet received the notification, please instruct the dealer to verify coverage by confirming
through TIS. Dealers should perform the procedure as outlined in the Technical Instructions located on TIS.
Limited Service Campaign F0B – D – Page |2
2. Number and Identification of Covered Vehicles
There are approximately 753,200 vehicles covered by this LSC in the U.S.
Model Name
Avalon
Avalon Hybrid
Camry
Camry Hybrid
Prius C
Yaris
Model Year
Production Period
Certain 2013
Mid-May, 2012 through Early March, 2013
Certain 2013
Late May, 2012 through Early March, 2013
Certain 2012-2013
Early February, 2011 through Mid-April, 2013
Certain 2012-2013
Early April, 2011 through Mid-March, 2013
Certain 2012-2013
Mid-July, 2011 through Mid-December, 2012
2012-2013
Late May, 2011 through early November, 2012
Number of
Vehicles
(Approx.)
19,400
5,850
558,900
65,200
44,600
34,700
Please note that only owners of the covered vehicles will be notified. If a dealer is contacted by an owner
who has not yet received the notification, please instruct the dealer to verify coverage by confirming
through TIS. Dealers should perform the procedure as outlined in the Technical Instructions located on TIS.
3. New and Used Vehicles in Dealership Inventory (In-Stock Vehicles)
To ensure customer satisfaction, Toyota requests that dealers conduct this LSC remedy on any new or used
vehicles currently in dealer inventory that are covered by this LSC prior to customer delivery.
4. Dealer Summary Reports
Summary Reports, containing the number of covered vehicles in your dealership’s primary marketing area,
have been enclosed in the dealer package. (Please verify eligibility by confirming through TIS prior to
performing repairs.)
5. Parts Ordering
Orders can be placed through the dealerships facing PDC. The parts have been placed on Dealer Ordering
Solutions and will be systematically released daily based on dealer ordering criteria.
The parts necessary to complete this LSC vary by model and model production dates, please log in to the
following website and populate the VIN you are currently servicing for the appropriate remedy and
necessary parts.
http://toyota-ocs.imagespm.info/
Default Password: xxxxx
If the vehicle you are servicing requires an owner manual update label, the label can be ordered through the
material distribution center (MDC). Please note only some vehicles require the installation of an owner’s
manual update label, confirm VIN specific remedy parts by visiting the website above.
In the unlikely event you have a vehicle that has a partial or no latch condition found during the functional
check of the Technical Instructions, please contact the Quality Compliance Department at 310-468-5516 for
handling information.
6. Technician Training Requirements
The repair quality of covered vehicles is extremely important to Toyota. All dealership associates involved in
the LSC process are required to successfully complete E-Learning course SC13A. To ensure that all
vehicles have the repair performed correctly; technicians performing this LSC repair are required to currently
hold at least one of the following certification levels:
•
•
•
Toyota Expert Electrical
Master
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.
Limited Service Campaign F0B – D – Page |3
7. Remedy Procedures
Please refer to TIS for Technical Instructions on repair.
Conduct all applicable, non-completed Safety Recall and Service Campaigns on the vehicle during the time
of appointment.
8. Warranty Reimbursement Procedure
Certain 2013 Model Year Avalon, Avalon Hybrid, Certain 2012 – 2013 Model Year Camry, Camry Hybrid,
Prius C and, Yaris vehicles.
Verify Vehicle Eligibility
1. Check the TIS Vehicle Inquiry System
Covered
Visit http://toyota-ocs.imagespm.info/ to
determine appropriate parts by VIN
Replace OCS Sensors, Occupant
Detection Computer, and install Owner
Manual Update Sticker
Replace OCS Sensors and Occupant
Detection Computer
Replace OCS Sensors
Initialize Front Passenger Seat Occupant
Classification System
Campaign completed, return vehicle to
the customer.
Phase
Model
Op.
Code
Description
Flat Rate Hour
Prius C
AGGE5B
Replace the OCS Sensors and Perform OCS initialization (If
necessary also replace OCS ECU)
2.1 hr/vehicle
Yaris
AGGE5A
1
Camry (Manual
AGGE5C
Seat)
1.9 hr/vehicle
Replace the OCS Sensors and Perform OCS initialization (If
necessary also replace OCS ECU and Install Owner’s
Manual Update Sticker)
Camry (Power
AGGE5F
Seat)
2
Avalon
•
AGGE5E
1.8 hr/vehicle
2.2 hr/vehicle
Replace the OCS Sensors and Perform OCS initialization
The flat rate times include 0.1 hours for administrative cost per unit for the dealership.
Campaign Designation Decoder
D
0
Year Campaign is Launched Repair Phase
8 = 2008
9 = 2009
A = 2010
B = 2011
C = 2012
D = 2013
E = 2014
F = 2015
Etc...
0 = Remedy
1 = Interim (Remedy
not yet available) “1”
will change to “0” when
the Remedy is
available
C
Current Campaign Letter
for this year
1st Campaign = A
2nd Campaign = B
3rd Campaign = C
4th Campaign = D
5th Campaign = E
6th Campaign = F
7th Campaign = G
8th Campaign = H
9th Campaign = I
Etc...
Examples:
A0D = Launched in 2010, Remedy Phase, 4th Campaign Launched in 2010
B1M = Launched in 2011, Interim Phase, 13th Campaign Launched in 2011
D0C = Launched in 2012, Remedy Phase, 3rd Campaign Launched in 2013
2.2 hr/vehicle
Limited Service Campaign F0B – D – Page |4
9. Repair Quality Confirmation
The repair quality of covered vehicles is extremely important to Toyota. To help ensure that all vehicles
have the repair performed correctly, please designate at least one associate (someone other than the
individual who performed the repair) to verify the repair quality of every vehicle prior to customer delivery.
10. Media Contacts
If you are a dealership associate and have any questions, please contact your District Service/Parts
Manager. In the event you are contacted by the News media, it is imperative that all media contacts
(local and national) receive a consistent message. In this regard, all media contacts must be directed to
Cindy Knight (310) 468-2170 in Toyota Corporate Communications. (Please do not provide this number to
customers.)
11. Customer Contacts
A FAQ is attached to help respond to any customer concerns. If the customer has any further questions,
they are requested to contact the Toyota Customer Experience Center. The Toyota Customer Experience
Center can be reached at 1-888-270-9371 Monday through Friday, 5:00 am to 6:00 pm, or Saturday 7:00
am through 4:00 pm Pacific Time.
Please note the attached FAQ is published on the www.Toyota.com website for customer viewing.
Please review this entire package with your Service and Parts staff to familiarize them with the proper
step-by-step procedures required to implement this Limited Service Campaign.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.