ESS_ Special Ser

◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
July 14, 2017
TOPIC
Claim filing Procedure added for vehicles with Authorized Mobility Conversions.
The most recent update in the attached Dealer Letter will be highlighted with a red box.
Please review this notification with your staff to assure that all relevant personnel have been briefed regarding this
subject.
Thank you for your cooperation.
© 2017 Toyota Motor North America
TOYOTA
Toyota Motor Sales, USA, Inc.
19001 South Western Avenue
Torrance, CA 90501
(310) 468-4000
Published March 9, 2016
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
Subject:
Special Service Campaign ESS – Remedy Notice
Certain 2004 - 2011 Model Year Toyota Sienna (2WD) Vehicles Equipped with a Spare Tire
Originally Sold In and/or Currently Registered Outside of the 20 Specific Cold Climate States
Excessive Corrosion of the Spare Tire Carrier Cable
Condition
Toyota has received reports indicating that some vehicles experienced symptoms of the condition in Special Service
Campaign A7E after being inspected and/or repaired. Due to the variation in the placement of the light-weight, foam
water splash protector which is installed in front of the spare tire carrier or loss of the protector during normal usage,
water splashed rearward with high concentrations of road salt can reach the spare tire carrier and corrode the spare
tire carrier assembly cable. In limited instances, the spare tire stowed under the floor may become separated from
the spare tire carrier and become a road hazard that could cause a vehicle crash. Based upon this information,
Toyota has revised the inspection and remedy procedures. All owners of affected vehicles in Warm Climate
States are now eligible for an inspection of the spare tire carrier assembly and cable.
Remedy
Toyota dealers will be requested to inspect and, if necessary, replace the entire Spare Tire Carrier with an improved
one. This replacement will be performed at NO CHARGE to the customer.
Covered Vehicles
There are approximately 494,000 vehicles involved in this Special Service Campaign.
Model Name
Model Year
Production Period
Sienna (2WD)
2004 to Certain 2011
Early January 2003 – Early December 2010
Owner Letter Mailing Date
Toyota will begin to notify owners in late-February, 2016. A sample of the owner notification letter has been included
for your reference.
Toyota makes significant effort to obtain current customer name and address information from each state through
industry resources when mailing owner letters. In the event your dealership receives a notice for a vehicle that was
sold prior to the Special 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 you are contacted by an owner who has not
yet received a notification, please verify eligibility by confirming through TIS prior to performing repairs.
Dealers should perform the repair as outlined in the Technical Instructions found on TIS.
Used Vehicles in Dealership Inventory (In-Stock Vehicles)
To ensure customer satisfaction Toyota requests that dealers conduct this Special Service Campaign remedy on
any new or used vehicles currently in dealer inventory that are covered by this Special Service Campaign prior to
customer delivery.
Also, as a reminder, Toyota Certified Used Vehicle (TCUV) policy prohibits the certification of any vehicle with an
outstanding Special Service Campaign or Safety Recall. Thus, no affected units should be sold or delivered as a
TCUV until the Special Service Campaign has been completed on that vehicle.
© 2016 Toyota Motor Sales, USA
S p e c i a l S e r v i c e C a m p a i g n E S S - D - P a g e |2
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:




Toyota Certified (any classification)
Toyota Expert (any classification)
Master Technician
Master Diagnostic Technician
Always check which technicians can perform the recall remedy by logging on to https://www.uotdealerreports.com.It
is the dealership’s responsibility to select technicians with the above certification level or greater to perform this
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.
Remedy Procedures
Please refer to TIS for Technical Instructions on repair. Conduct all non-completed Safety Recalls and Service
Campaigns on the vehicle during the time of appointment.
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.
Parts Ordering
Part Number
Description
Quantity
04005-31108
CARRIER, SPARE WHEEL
1
04005-30108
CARRIER KIT, SPARE WHEEL
1
04004-66108
SPARE WHEEL CARRIER KIT
1*
*NOTE: P/N 04004-66108 is not required for all vehicles. Please refer to the Technical Instructions to
determine vehicle applicability.
© 2016 Toyota Motor Sales, USA
S p e c i a l S e r v i c e C a m p a i g n E S S - D - P a g e |3
Warranty Reimbursement Procedure
Verify Vehicle Eligibility
Verify
Vehicle
Eligibility
1.
Check
the VIN
range.
Check
the TIS
InquiryInquiry
System.
2. Check
theVehicle
TIS Vehicle
System.
Not Involved
Lower the spare tire and inspect the
spare tire carrier cable coating.
Nylon Coated
No further action required.
Does the service history for A9E/A7E
show the nylon remedy part being
installed?
Non Nylon Coated
Replace the Spare Tire Carrier
Inspect the vehicle’s spare tire
carrier tool kit to ensure it can
operate the new spare tire carrier.
No
Yes
6 Sided Drive
5 Sided Drive
Campaign Complete
Install New Spare Tire Tool Kit
Opcode
Description
Flat Rate Hours
Remove the spare tire from the cargo area (if necessary), replace the spare tire
AGG65B
0.5 hr/vehicle
carrier and re-install the spare tire.
Inspect the spare tire carrier – Passed – No Replacement Needed
AGG65C
0.3 hr/vehicle
Auto Access Package/Mobility Conversion Package – Vehicle not equipped
with spare tire carrier
NOTE: If the vehicle has been modified with a Toyota Auto Access Package or a Mobility Conversion Package
option by an authorized Toyota mobility equipment partner, then the vehicle is not equipped with a spare tire carrier.
To close out the campaign, file opcode AGG65C. For information on mobility conversion facilities approved by TMS,
refer to: Warranty Policy Bulletin 5.26 - Mobility Conversion Warranty and Service.


The flat rate times include 0.1 hours for administrative cost per unit for the dealership.
Only ONE opcode may be submitted per VIN. Please submit the opcode AGG65C only if the spare tire carrier
does not need to be replaced or is the vehicle is not equipped with a spare tire carrier as described above.
Media Contacts
It is imperative that all media contacts (local and national) receive a consistent message. In this regard, all media
contacts must be directed to Toyota Corporate Communications or Victor Vanov (469) 292-1318 in Toyota
Corporate Communications. (Please do not provide this number to customers. Please provide this contact to only
media associates.)
© 2016 Toyota Motor Sales, USA
S p e c i a l S e r v i c e C a m p a i g n E S S - D - P a g e |4
Customer Contacts
Customers who receive the owner letter may contact your dealership with questions regarding the letter and/or
Safety Recall remedy. Please welcome them to your dealership and answer any questions that they may have. A
Q&A is provided to assure a consistent message is communicated.
Customers with additional questions or concerns are asked to please contact the Toyota Customer Experience
Center (1-888-270-9371).
Campaign Designation Decoder
E
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
A
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
C1B = Launched in 2012, Interim Phase, 2nd Campaign Launched in 2012
E0A = Launched in 2014, Remedy Phase, 1st Campaign Launched in 2013
Please review this entire package with your Service and Parts staff to familiarize them with the proper stepby-step procedures required to implement this Special Service Campaign.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
© 2016 Toyota Motor Sales, USA
Special Service Campaign ESS – Remedy Notice
Certain 2004 - 2011 Model Year Toyota Sienna (2WD) Vehicles Equipped with a Spare Tire
Originally Sold In and/or Currently Registered Outside of the 20 Specific Cold Climate States
Excessive Corrosion of the Spare Tire Carrier Cable
Frequently Asked Questions
Published March 9, 2016
Background
As part of our continual efforts to help ensure customer satisfaction, Toyota will notify owners of certain
2004 to 2010 Model Year Sienna (2WD) vehicles, originally included in Special Service Campaign A7E, and
owners of certain 2011 Model Year Sienna (2WD) vehicles not included in Special Service campaign A7E,
that their spare tire carrier may require replacement. These notifications apply and vehicles must be
inspected even if they have already had Special Service Campaign A7E completed. Toyota has completed
the updated inspection and remedy preparations and will begin mailing the remedy owner letter for Special
Service Campaign ESS.
Q1:
What is the condition?
Toyota has received reports indicating that some vehicles may experience spare tire carrier or carrier cable
corrosion even after being inspected and/or repaired as part of a previous Special Service Campaign.
During normal usage, water splashing rearward can reach the spare tire carrier due to variation in the
placement of the foam splash guard or loss of the splash guard. If the splashed water contains high
concentrations of road salt, corrosion of the spare tire carrier and carrier cable may result. In limited
instances, the spare tire may become separated from the spare tire carrier and create a road hazard that
could cause a vehicle crash. Toyota has revised the inspection and remedy procedures for this Special
Service Campaign. All owners of affected vehicles in Warm Climate States are now eligible for an
inspection of the spare tire carrier assembly and cable.
Q1a:
A1a:
What is the revised remedy procedure?
Toyota dealers will be requested to inspect and, if necessary, replace the entire Spare Tire Carrier
with an improved one. This replacement will be performed at NO CHARGE to the customer.
We sincerely apologize for any inconvenience this may cause you.
Q2:
A2:
What is Special Service Campaign A7E?
In Early-November 2010, Toyota launched the remedy for a separate Special Service Campaign A7E. This
Special Service Campaign was conducted to address excessive corrosion of the spare tire carrier assembly
cable for 1998 to 2010 Model Year Sienna (2WD) vehicles located outside of the 20 specific cold climate
states with high road salt usage. Although continued prolonged exposure to high concentrations of road
salts and other cold climate environmental factors contribute to this condition, customers outside of the
Severe Cold Climate States may obtain the inspection and repair at no charge if they so desire.
Q3:
A3:
Why are the 1998-2003 vehicles not included in Special Service Campaign ESS?
The 1998 through 2003 Model Year Sienna (2WD) vehicles included in Special Service Campaign A7E have
the spare tire carrier in a different location and do not require inspection under this new action.
Page 1 of 3
© 2016 Toyota Motor Sales, USA
Q4:
A4:
What is Toyota going to do?
If you believe your vehicle will be and/or may have been operated in Cold Climate States, where road salts
are frequently used for an extended period of time, any authorized Toyota Dealer will inspect and, if
necessary, replace the entire Spare Tire Carrier with an improved one.
Vehicles originally sold-in and currently registered in the following states, as well as American Samoa,
Guam, Puerto Rico, and Saipan will receive this offer:
AK, AL, AR, AZ, CA, CO, FL, GA, HI, IA, ID, KS, LA, MO, MS, MT, NC, ND, NE, NM, NV, OK, OR, SC,
SD, TN, TX, UT, WA, WY
Q5:
A5:
Is there a campaign that covers vehicles in the Cold Climate States?
Yes, vehicles originally sold or currently registered in the cold climates states are covered under Safety
Recalls A9E and E0S.
Q5a:
A5a:
Q6:
A6:
Q7:
A7:
Which are the Severe Cold Climate States with high road salt usage?
Vehicles originally sold in or currently registered in the following states and the District of Columbia
are described as cold climate states:
CT, DE, IL, IN, KY, MA, MD, ME, MI, MN, NH, NJ, NY, OH, PA, RI, VA, VT, WI, WV
Why are some states contiguous to the Severe Cold Climate States not included in Safety Recalls
A9E and E0S?
Only portions of the listed states may exhibit the cold climate and high road salt usage which can cause this
condition. To simplify the administration of these campaigns and avoid confusion, Toyota elected to include
the entire state as a Severe Cold Climate State rather than a portion. Therefore, contiguous states not
identified as a Severe Cold Climate State are covered under Special Service Campaigns A7E or ESS.
Why aren’t vehicles originally sold or currently registered outside of the 20 specific cold climate
states covered by the Safety Recall?
Safety Recalls A9E and E0S cover those vehicles that are regularly operated in cold climate regions of the
United States where road salts are frequently used and where water with high concentrations of road salt
can splash rearward, reaching the spare tire carrier, corroding the spare tire carrier assembly cable.
To help ensure customer satisfaction, Toyota will provide an inspection as part of this Special Service
Campaign, as some vehicles originally sold and/or currently registered outside of the 20 cold climate states
may spend extended time in areas of frequent road salt usage. If an owner believes his/her vehicle is
exposed to these conditions, Toyota will inspect and, if necessary, perform the recall remedy for those
vehicles at no charge.
Q8:
A8:
How long will the repair take?
The inspection will take approximately 30 minutes; in the event that the replacement of the spare tire carrier
is needed, the repair will take approximately one hour. However, depending upon the dealer’s work
schedule, it may be necessary to make the vehicle available for a longer period of time.
Q9:
A9:
What should customers do?
Owners of Sienna vehicles covered by this Special Service Campaign, who believe their vehicle will be
and/or has been operated in areas where high road salt is frequently used, may bring their vehicle to the
dealer to have the spare tire carrier inspected and, if necessary, replaced.
Q10:
A10:
When will owners be notified?
In early March, 2016, Toyota will begin mailing owner notification letters by first class mail to owners of
vehicles covered by this Special Service Campaign.
Q10a:
A10a:
How does Toyota obtain my mailing information?
Toyota uses an industry provider who works with each state’s Department of Motor Vehicles (DMV)
to receive registration or title information, based upon the DMV records. Please make sure your
registration or title information is correct.
Page 2 of 3
© 2016 Toyota Motor Sales, USA
Q11:
A11:
Which and how many vehicles are covered by this Special Service Campaign?
There are approximately 494,000 vehicles involved in this Special Service Campaign.
Model Name
Model Year
Production Period
Sienna (2WD)
Certain 2004 to 2011
Early January 2003 – Early December 2010
Q11a:
A11a:
Are there any other Toyota, Lexus or Scion vehicles covered by this Special Service
Campaign in the U.S.?
No, there are no other models covered by this campaign.
Q12:
A12:
Do I need my owner letter to have the remedy performed?
You do not need an owner letter to have this Special Service Campaign completed; however, to assist the
dealer in confirming vehicle eligibility, we request that you present this notice at the time of your service
appointment.
Q13:
What if a customer has previously paid to replace the vehicle’s spare tire carrier for this specific
condition?
Reimbursement consideration instructions are provided in the remedy owner letter.
A13:
Q14:
A14:
What should an owner do if they experience the condition?
If an owner has any immediate concerns, they are requested to contact their local Toyota dealer for
diagnosis, and if applicable, necessary repair.
Q15:
A15:
What if I have additional questions or concerns?
If you have additional questions or concerns, please contact the Toyota Customer Experience Center at 1888-270-9371 Monday through Friday, 5:00 am to 6:00 pm, or Saturday 7:00 am through 4:00 pm Pacific
Time.
Page 3 of 3
© 2016 Toyota Motor Sales, USA
2004 – 2011 Model Year Toyota Sienna (2WD) Vehicles Equipped with a Spare Tire
Originally Sold In and/or Currently Registered Outside of the 20 Specific Cold Climate States
Excessive Corrosion of the Spare Tire Carrier Cable
Special Service Campaign - (Remedy Notice)
[VIN]
Dear Toyota Customer:
At Toyota, we are dedicated to providing vehicles of outstanding quality and value. As part of our continuing efforts
to provide superior customer satisfaction, Toyota is announcing a Special Service Campaign, which includes your
vehicle.
What is the condition?
PL
E
You received this notice because our records, which are based primarily on state registration and title data, indicate
that you are the current owner.
Toyota has received reports indicating that some vehicles may experience spare tire carrier or carrier cable
corrosion even after being inspected and/or repaired as part of a previous Special Service Campaign. During normal
usage, water splashing rearward can reach the spare tire carrier due to variation in the placement of the foam
splash guard or loss of the splash guard. If the splashed water contains high concentrations of road salt, corrosion
of the spare tire carrier and carrier cable may result. In limited instances, the spare tire may become separated from
the spare tire carrier and create a road hazard that could cause a vehicle crash. Toyota has revised the inspection
and remedy procedures for this Special Service Campaign. All owners of affected vehicles in Warm Climate
States are now eligible for an inspection of the spare tire carrier assembly and cable.
What will Toyota do?
Any authorized Toyota dealer will inspect and, if necessary, replace the entire Spare Tire Carrier with an improved
one. This replacement will be performed at NO CHARGE to you.
SA
M
What should you do?
Please contact any authorized Toyota dealer to schedule an appointment to have the remedy performed
as soon as possible.
If you believe your vehicle will be and/or has been operated in areas where high road salt is frequently used,
bring your vehicle to the dealer to have the spare tire carrier inspected and, if necessary, replaced at NO
CHARGE before you are inconvenienced by this condition.
This offer is limited to your specific vehicle whose Vehicle Identification Number (VIN) is printed at the beginning
of this letter and is subject to the same conditions set forth in the New Vehicle Limited Warranty section of your
Owner’s Manual Supplement or Owner’s Manual Warranty Information booklet. For additional information, please
refer to the booklet.
Please contact your authorized Toyota dealer to make an appointment to have the spare tire carrier inspected
and, if necessary, replaced. The inspection will take approximately 30 minutes and in the event that the
replacement of the spare tire carrier is needed, the repair will take approximately one hour. However, depending
on the dealer’s work schedule, it may be necessary to make your vehicle available for a longer period of time.
What if you have previously paid for repairs to your vehicle for this specific condition?
If you have previously paid for repair to your vehicle for this specific condition prior to receiving this letter, please
mail a copy of your repair order, proof-of-payment and ownership information to the following address for
reimbursement consideration:
Toyota Motor Sales, U.S.A., Inc
Toyota Customer Experience, WC 10
19001 South Western Avenue
Torrance, CA 90509
What if you have other questions?


Your local Toyota dealer will be more than happy to answer any of your questions.
If you require further assistance, you may contact the Toyota Customer Experience Center at 1-888-270-9371
Monday through Friday, 5:00 am to 6:00 pm, Saturday 7:00 am to 4:00 pm Pacific Time.
If you would like to update your vehicle ownership or contact information, you may do so by registering at
www.toyota.com/ownersupdate. You will need your full 17-digit Vehicle Identification Number (VIN) to input the new
information.
If you are a vehicle lessor, please assist us by forwarding this notice to the lessee.
Thank you for driving a Toyota.
Sincerely,
PL
E
We have sent this notice in the interest of your continued satisfaction with our products, and we sincerely regret any
inconvenience this condition may have caused you.
SA
M
TOYOTA MOTOR SALES, U.S.A., INC.