ZE7_Phase 2_Warr

DISTRIBUTE TO:
 Service Manager
 Warranty Administrator
Warranty Policy Bulletin
No.:
Date:
Page:
POL14-12
12/16/14
1 of 10
REVISED 11/17/15
SUBJECT: WARRANTY ENHANCEMENT PROGRAM (ZE7) PHASE 2:
WARRANTY EXTENSION FOR EXCESSIVE ENGINE OIL
CONSUMPTION FOR THE FOLLOWING VEHICLES:
• CERTAIN 2007-2009 MY CAMRY
• CERTAIN 2007-2011 MY CAMRY HYBRID
• CERTAIN 2007-2008 MY CAMRY SOLARA
• CERTAIN 2009-2011 MY COROLLA
• CERTAIN 2009-2013 MY COROLLA MATRIX
• CERTAIN 2006-2008 MY RAV4
• CERTAIN 2007-2010 MY SCION TC
• CERTAIN 2008-2015 MY SCION XB
Background
Toyota has received some reports where vehicles may exhibit excessive engine
oil consumption.
Toyota is now announcing the part replacement phase of Warranty Enhancement
Program ZE7 for vehicles exhibiting excessive engine oil consumption.
Applicability
The engine is covered under the Toyota New Vehicle Limited Warranty for 5
years from the date of first use or 60,000 miles (whichever occurs first).
However, Toyota is announcing a Warranty Enhancement Program to cover
warranty work for parts replacement to address excessive engine oil
consumption*.
*NOTE: Eligibility for parts replacement under this Warranty Enhancement
Program is dependent on the results of a dealer performed engine oil
consumption test.
This Warranty Enhancement Program provides a Primary and Secondary
coverage extension to the vehicle’s “New Vehicle Limited Warranty” for
replacement of parts related to Excessive Engine Oil Consumption. If the
condition is verified, warranty work will be performed in accordance with
applicable Technical Service Bulletin under the terms of this Warranty
Enhancement Program.
Toyota Warranty Policy Bulletin
POL14-12
12/16/14
REVISED 11/17/15
2 of 10
Applicability (Continued)
Primary Coverage offers the warranty enhancement until October 31, 2016
regardless of mileage.
After the Primary Coverage expires, the Secondary Coverage is applicable for
ten (10) years from the date of first use or 150,000 miles, whichever occurs
first.
Verify VIN applicability for this warranty enhancement by checking TIS before
completing any repairs.
Direct marketing of this warranty enhancement is strictly prohibited pursuant to
the Toyota Warranty Policy 5.21, “Warranty Solicitation.” Non-compliance with
this policy may result in a claim debit.
This Warranty Enhancement Program is subject to all the terms and
conditions set forth in the Toyota New Vehicle Limited Warranty, as
detailed in Toyota Warranty Policies 4.1 and 4.17. For example, improper
maintenance, lack of required maintenance, the use of fluids other than
those specified in the Warranty and Maintenance Guide, or repairs to
vehicles which are currently or were previously titled as “scrap,”
“salvage,” or “dismantled” is not covered by the New Vehicle Limited
Warranty or this Warranty Enhancement pursuant to Warranty Policy 4.17,
“What Is Not Covered by the Toyota New Vehicle Limited Warranty”.
This warranty enhancement provides coverage for the originally equipped
engine. Prior to performing any repairs, verify the serial number on the
engine matches the original engine serial number for that VIN. The original
engine serial number can be found under Additional Vehicle Details in
National Service History (NSH).
Serial Number Location:
Toyota Warranty Policy Bulletin
POL14-12
12/16/14
REVISED 11/17/15
3 of 10
Applicability (Continued)
Vehicles that received a genuine Toyota short block replacement that is pre
counter measure on a prior repair are still eligible for this program. The
Short Block part section of this warranty policy bulletin contains counter
measured short block part numbers, please reference this information to
determine if the previous replacement was counter measured.
Covered Vehicles
Not all vehicles within the specified model years are covered by this warranty
enhancement. Verify VIN applicability for this warranty enhancement by
checking TIS before completing any repairs.
Oil Consumption Testing and Documentation
Dealers will need to perform an engine oil consumption test to determine
eligibility for part replacement.
Procedures for the oil consumption test can be found in T-SB-0158-14 (Toyota)
and S-SB-0031-14 (Scion).
IMPORTANT: All warranty claims submitted will require oil consumption test
documentation. The completed technician sign off sheet, provided in the TSB,
must be attached to the claim.
If the vehicle does not qualify for warranty work based upon the oil consumption
test performed, one (1) additional oil consumption test can be performed (free of
charge under the Program) after 6 months or 5,000 miles has lapsed if the
vehicle is still within the terms and conditions of the Warranty Enhancement
Program. A maximum of two (2) engine oil consumption tests will be performed
free of charge under this Warranty Enhancement Program.
Toyota Warranty Policy Bulletin
POL14-12
12/16/14
REVISED 11/17/15
4 of 10
Claim Submission
Claim
Type
Opcode
Model
ZE7INS*
ALL
AHGC3B
ALL
AHGC3A†
Repair
Program
AHGC3C
AHGC3D
AHGC3E
AHGC3F
AHGC3G
AHGC3H
AHGC3J
AHGC3K
AHGC3L
AHGC3M
AHGC3P
AHGC3Q
AHGC3R
AHGC3S
AHGC3T
AHGC3U
AHGC3V
AHGC3W
AHGC3X
AHGC3Y
ALL
Camry
Camry HV
Corolla
Matrix 2WD
Matrix 4WD
RAV4 2WD
RAV4 4WD
Solara
Scion tC
Scion xB
Camry
Camry HV
Corolla
Matrix 2WD
Matrix 4WD
RAV4 2WD
RAV4 4WD
Solara
Scion tC
Scion xB
Description
Initiate Oil Consumption Test at
Customer Request
Performed Oil Consumption
Test –
PASS – NOT ELIGIBLE
Performed Oil Consumption
Test – FAIL – Perform TSB
Repair at a later date
Perform Oil Consumption Test
– Result Fail –
Perform TSB Repair
Previously Performed Oil
Consumption Test
– Result Fail –
Perform TSB Repair
Labor Time
OFP
0.0 hr./vehicle
N/A
0.6 hr./vehicle
15.4 hr./vehicle
16.1 hr./vehicle
14.8 hr./vehicle
14.8 hr./vehicle
15.3 hr./vehicle
16.2 hr./vehicle
16.9 hr./vehicle
16.9 hr./vehicle
17.2 hr./vehicle
16.5 hr./vehicle
14.8 hr./vehicle
15.5 hr./vehicle
14.2 hr./vehicle
14.2 hr./vehicle
14.7 hr./vehicle
15.6 hr./vehicle
16.3 hr./vehicle
16.3 hr./vehicle
16.6 hr./vehicle
15.9 hr./vehicle
•
Dealers must attach the technician sign off sheet, provided in the TSB, to the
warranty claim.
*
Opcode “ZE7INS” is provided for claim submission to close out the R.O. when
initiating the Oil Consumption Test. After the customer returns, the cost for
completion of the Oil Consumption Test will be submitted with Opcode “AHGC3#”
depending on the test results.
Opcode “AHGC3A” may be used if the remedy cannot be performed due to a part
back order. Opcodes AHGC3P- AHGC3Y should be used when the vehicle returns
for repair.
†
Note: If the vehicle is still under the New Vehicle Limited Warranty, submit the
repair as a Regular warranty claim.
13211#####
Toyota Warranty Policy Bulletin
POL14-12
12/16/14
REVISED 11/17/15
5 of 10
Sublet Submission
The Total cost for Engine Oil, Super Long Life Coolant, FIPG, Three bond 1324, Brake
Cleaner and Plastigage should be claimed as sublet type “OF” per the following:
Model
ALL
Camry,
Camry
HV,
RAV4,
Solara,
Scion xB
Op Code
AHGC3B
AHGC3C/
D/H/J/K/M
Actual Cost of Engine Oil
Consumption Testing with 0W-20
Engine Oil (PN: 00279-0WQTE01) up to 3 Quarts (Dealers must
use quart bottles for testing.
Bulk oil is not authorized for this
operation.)
Actual Cost of Engine Oil
Consumption Testing with 5W-20
Engine Oil (PN: 00279-1QT2001) up to 3 Quarts (Dealers must
use quart bottles for testing.
Bulk oil is not authorized for this
operation.)
Qty. of Oil Required for
Replenishment After Repair
Actual Cost of Engine Oil Per
Vehicle for Refill After Repair
0W-20 (Bulk Oil)
Actual Cost of Engine Oil Per
Vehicle for Refill After Repair
5W-20 (Bulk Oil)
Actual Cost of Replenishment
Super Long Life Coolant (SLLC)
After Repair
FIPG (Seal Packing 103) PN:
00295-00103
Three Bond 1324 or Equivalent
Plastigage – Green (As Needed)
Brake Cleaner
Total Sublet Cost with 0W-20
Or
Total Sublet Cost with 5W-20
Corolla,
Matrix,
Scion tC
AHGC3E/F/
G/L
Camry,
Camry
HV,
RAV4,
Scion
xB
AHGC3
P/Q/U/V
/W/Y
Corolla,
Matrix,
Scion tC
AHGC3
R/S/T/X
$23.00
N/A
N/A
$14.00
N/A
N/A
N/A
4.5 QT
4.0 QT
4.5 QT
4.0 QT
N/A
$19.25
$17.15
$19.25
$17.15
N/A
$13.25
$11.75
$13.25
$11.75
N/A
$34.30
$34.30
$34.30
$34.30
N/A
$11.75
$11.75
$11.75
$11.75
N/A
$6.00
$6.00
$6.00
$6.00
N/A
$3.00
$3.00
$3.00
$3.00
N/A
$23.00
$12.50
$109.80
$12.50
$107.70
$12.50
$86.80
$12.50
$84.70
$14.00
$94.80
$93.30
$80.80
$79.30
Toyota Warranty Policy Bulletin
POL14-12
12/16/14
REVISED 11/17/15
6 of 10
Rental
A customer rental vehicle is available for 3 days through the Toyota Rent-A-Car
(TRAC) program while the dealer performs the repair. Claim sublet type “RT”
under Op Code AHGC3C through AHGC3Y at a maximum cost of $35.00 per
day.
In the event that parts are not available due to back order situation the dealer can
claim the actual used rental days for long-term rentals (beyond 30 days) on a
monthly basis using the rental opcodes below.
Claim Type
Repair Program
Opcode
Description
AHGF3A
Vehicle Rental 1-30 Days
AHGF3A*
Vehicle Rental 31-60 Days
AHGF3A*
Vehicle Rental 61-90 Days
Sublet Type
RT
* DSPM Authorization is required for rentals greater than 30 days or $35.00 per
day.
Short Block Claim Filing
Vehicles requiring a short block replacement will utilize the appropriate op code
from the table above, AHGC3#.
All warranty claim submissions utilizing a short block will require an authorized
case documented through the TAS hotline. Dealer must include the TAS case
number on the claim when processing, any warranty claims for short block that
do not include a TAS case authorizing short block replacement will be denied.
Important Note: For vehicles that experienced engine failure and require
additional parts beyond the short block and TSB parts the TAS case will need to
be updated with further information describing the extent of damage. Please
include additional necessary replacement parts and pictures that justify the part
replacement. This information will be used by the warranty department for
warranty claim review.
Toyota Warranty Policy Bulletin
POL14-12
12/16/14
REVISED 11/17/15
7 of 10
Replacement Parts
All parts replaced for this repair are subject to warranty parts recovery.
Model
Part Number
Camry
Camry HV
Corolla
Matrix
RAV4
Solara
Scion tC
Scion xB
ALL
04004-11228
04004-11428
04004-11628
04004-11728
04004-11828
04004-12228
04004-11928
04004-12128
90915-YZZF1
04004-79128-A0
04004-79128-B0
04004-79128-C0
13211-28150-A0
13211-28150-B0
13211-28150-C0
ALL (Except
Camry HV)
Camry HV
Part Name
Qty.
REPAIR KIT, PISTON RING
1
FILTER, OIL
1
*
*
*
*
*
*
PISTON
Applicable
TSB
T-SB-009411 (Toyota)
S-SB-002411
(Scion)
GASKET, INTAKE MANIFOLD
1
TO HEAD
Camry (PZEV
GASKET, INTAKE MANIFOLD
Only)
17171-28020
TO EXHAUST MANIFOLD
1
INTAKE RUNNER
*Refer to Repair Procedure in the TSB prior to ordering pistons to ensure the
correct size is ordered.
17177-28040
Additional Parts (As Needed)
Model
Part Number
Part Name
Qty
Applicable
TSB
13251-0H030-A0
13251-0H030-B0
PIN, PISTON
** (AS Needed)
13251-0H030-C0
13201-09790-A0
T-SB-0094-11
13201-09790-B0
(Toyota)
13201-09790-C0
ROD SUB-ASSY,
** (AS Needed)
ALL
CONNECTING
13201-29686-A0
S-SB-0024-11
13201-29686-B0
(Scion)
13201-29686-C0
13281-0H031-01
BEARING,
13281-0H031-02
**(8 As Needed)
CONNECTING ROD
13281-0H031-03
** If Needed, Refer to Repair Procedure in TSB prior to ordering to ensure the
correct size is ordered.
Toyota Warranty Policy Bulletin
POL14-12
12/16/14
REVISED 11/17/15
8 of 10
Short Block Parts (Special Authorization Required)
All replacement short block assemblies have been placed on Manual Allocation
Control (MAC). If the dealer determines a short block is required, authorization
through the TAS hotline will be required. Please refer to the Short Block Release
Authorization flow chart for additional procedure information. If determined
appropriate one of the following parts should be ordered:
Model
Camry
Solara
Corolla
Corolla Matrix
RAV4
Scion tC
Camry HV
Part Number
Description
Qty
11400-28510
BLOCK ASSY,
SHORT
1 (As Needed)
11400-28471
For Scion xB models there are two different short block assembly part numbers
depending on the Engine Manufacturing Plant location. Please reference the 3rd
digit of the engine serial number to determine the appropriate short block part to
order.
Engine Serial Location:
Model
Scion xB
3rd Engine
Serial Digit
H or J or L
C or D or F
Part Number
Description
Qty
11400-28510
11400-0H151
BLOCK ASSY,
SHORT
1 (As
Needed)
Toyota Warranty Policy Bulletin
POL14-12
12/16/14
REVISED 11/17/15
9 of 10
Customer-Paid Repairs or Replacement of Components
If a customer has previously paid for repair to address excessive engine oil
consumption, please have them mail a copy of the repair order, proof-ofpayment, and proof-of-ownership* to the following address for reimbursement
consideration:
Toyota Motor Sales, U.S.A., Inc.
Customer Experience Center, WC10
19001 South Western Avenue
Torrance, CA 90509
The customer name, address, and telephone number(s) should be included in
the request. The customer should allow 6-8 weeks for processing.
*Please refer to the Reimbursement Checklist attached to the sample owner letter for required
documentation details.
Short Block Release Authorization Flow Chart
TAS Case Documentation Requirements:
•
•
•
•
•
•
•
Include a good call back number
Include this statement in the Condition Log “Warranty
Enhancement Program ZE7 – Request for Short Block”
Brief explanation of concern/reason for short block replacement
(examples below)
o Loss of Cross Hatch Pattern
o Vertical Scoring of Cylinder Walls
o Rod through block, etc
Attach clear pictures illustrating concern with the block
Attach a picture of the vehicle VIN plate.
Engine Serial Number
Leave the TAS cases status as open
Submit the completed case in TAS; allow 2 hours for TAS to review the
case. After 2 hours of time, check the TAS case for status. If a decision
has been made to replace the short block the case will be marked
closed.
If the request for short block is denied or additional information is
required the case will be left open. Please refer to the condition log for
further instructions.
Important Note: For vehicles that experienced engine failure and require
additional parts beyond the short block and TSB parts the TAS case will
need to be updated with further information describing the extent of
damage. Please include additional necessary replacement parts and
pictures that justify the part replacement. This information will be used
by the warranty department for warranty claim authorization.
NOTE: TAS hours of operation are 5:00 A.M to 5:00 P.M. PST Monday
through Friday. Contact number: 1-855-716-7676
Legend:
•
•
•
•
Customer Action
Dealer Action
TAS Action
PQ&SS Parts Team
Action