ZH2_Dealer Lette

Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: October 30, 2017
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
Subject:
Customer Support Program ZH2
Certain 2005 – 2011 Model Year Tacoma
Coverage for Propeller Shaft Universal Joints
In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer Support
Program to provide coverage for Propeller Shaft Universal Joints on certain 2005 – 2011 model year Tacoma vehicles.
Background
Toyota has received a number of reports regarding Propeller Shaft Universal Joints on certain 2005 – 2011 model
year Tacoma vehicles. In these reports, customers have indicated that there is a drivetrain vibration and/or drivetrain
noise. If the vehicle continues to be driven with the aforementioned condition, there is risk of severe damage to the
propeller shaft.
Although the Propeller Shaft Universal Joints are covered by Toyota’s Powertrain Limited Warranty for 5 years or
60,000 miles (whichever occurs first), we at Toyota care about the customers’ ownership experience. Toyota is now
providing coverage for repairs related to this condition.
The following information is provided to inform you and your staff of the program notification schedule and your degree
of involvement.
Customer Support Program Details
This Customer Support Program provides coverage as it applies to the Propeller Shaft Universal Joints. The specific
condition covered by this program is a drivetrain vibration and/or drivetrain noise. If the vehicle continues to be
driven with the aforementioned condition, there is risk of severe damage to the propeller shaft. If the condition is
verified, the vehicle will be repaired with new Propeller Shaft Universal Joint(s) under the terms of this Customer
Support Program. In limited instances the Propeller Shaft Assembly may be replaced if damaged due to the
universal joint condition described above.
•
•
The Primary Coverage will be offered until April 30, 2019, regardless of mileage.
After the Primary Coverage, the Secondary Coverage is applicable for 12 years from the date of first use,
regardless of mileage.
This coverage is for work performed at an authorized Toyota dealer only. It is subject to the same terms and conditions set forth in the
New Vehicle Limited Warranty Section of the Owner’s Warranty Information booklet. For example, damage from abuse, an accident,
theft and/or vandalism is not covered.
Covered Vehicles
There are approximately 894,700 vehicles covered by this Customer Support Program. Approximately 12,300 vehicles
involved in this Customer Support Program were distributed to Puerto Rico.
Model Name
Model Year
Production Period
Tacoma
2005-2011
Mid-September, 2004 ~ Early December, 2010
Owner Letter Mailing Date
Toyota will send owner notifications by first class mail (in phases consistent with parts availability and repair capacity)
starting in early November, 2017, advising owners of this Customer Support Program. A sample of the owner
notification letter has been included for your reference.
© 2017 Toyota Motor North America
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:
•
•
•
Expert Drivetrain Technician
Master Technician
Master Diagnostic Technician (MDT)
Always check which technicians can perform the 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
Technical instructions for this Customer Support Program can be found in T-SB-0302-17.
Parts Ordering Process - Non SET and GST Parts Ordering Process
Due to potentially limited availability, the parts may have been placed on either Manual Allocation Control (MAC) or
Dealer Ordering Solutions (DOS). As the parts inventory changes, the ordering process may change. Please check
the Toyota Special Activities MAC/DOS report on Dealer Daily for the most up-to-date parts ordering information.
As this is a customer support program, most customers will only request reimbursement from TMS for past
replacements; dealers should not increase their stock of related repair parts. Dealers are requested to only order parts
for vehicles experiencing this condition only. DO NOT ORDER FOR STOCK. As always, if a customer experiences
the condition described, dealers should conduct appropriate diagnosis and order the applicable parts.
Photo Requirements and Parts Retention
Toyota requires photo documentation of replaced propeller shaft assemblies to be recorded as part of the R.O.
documentation for this repair. Photos must provide perspective image(s) that illustrate the damage to the propeller
shaft yoke. A photo must also be taken with a time and date stamp and the propeller shaft assembly in the background.
Photos must be made available for TMS Warranty Department review upon request.
Replaced propeller shaft assemblies not requested for return in PRS or inspection by District Service and Parts
Managers (DSPMs) or Field Technical Specialists (FTS) may be scrapped after they are listed on the scrap report.
NOTE: Toyota expects a majority of vehicles, exhibiting this condition, WILL NOT require propeller shaft replacement.
Photo requirements and part retention are only necessary if replacing the propeller shaft.
Refer to Warranty Policy Bulletin POL17-16 for additional parts ordering information.
All Customer Support Program (CSP) parts are eligible for the Monthly Parts Return Program. Please refer to PANT
Bulletin 2011-087 for campaign parts that are currently returnable under the Monthly Parts Return Program and for
additional details.
Reimbursement Procedure
Refer to the Warranty Policy Bulletin POL17-16 for claim processing instructions. All parts replaced for this repair are
subject to warranty part recovery.
Claim Filing Accuracy and Correction Requests
It is the dealer’s responsibility to file claims correctly for this Customer Support Program. This claim filing information
is used by Toyota for various government reporting activities; therefore, claim filing accuracy is crucial. If it has been
identified that a claim has been filed using an incorrect opcode or a claim has been filed for an incorrect VIN, refer to
Warranty Procedure Bulletin PRO17-03 to correct the claim.
© 2017 Toyota Motor North America
P a g e |3
Customer Reimbursement
Reimbursement consideration instructions will be included in the owner letter.
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 Victor Vanov (469) 292-1318 in Toyota Corporate Communications. Please do not
provide this number to customers. Please provide this contact only to media.
Customer Contacts
Customers who receive the owner letter may contact your dealership with questions regarding the letter and/or the
Customer Support Program. 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) - Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
© 2017 Toyota Motor North America
Customer Support Program - ZH2
Certain 2005 – 2011 Model Year Tacoma
Coverage for Propeller Shaft Universal Joints
Frequently Asked Questions
Original Publication Date October 30, 2017
Q1:
A1:
What is the condition?
Toyota has received a number of reports regarding Propeller Shaft Universal Joints on certain 2005 – 2011
model year Tacoma vehicles. In these reports, customers have indicated that there is a drivetrain vibration
and/or drivetrain noise. If the vehicle continues to be driven with the aforementioned condition, there is risk
of severe damage to the propeller shaft.
Q2:
A2:
What is Toyota going to do?
Although the Propeller Shaft Universal Joints are covered by Toyota’s Powertrain Limited Warranty for 5 years
or 60,000 miles (whichever occurs first), we at Toyota care about the customers’ ownership experience.
Toyota is providing coverage for repairs related to this condition. Toyota will send owner notifications by first
class mail (in phases consistent with parts availability and repair capacity) starting in early November, 2017,
advising owners of this Customer Support Program.
If the owner experiences the condition described above, he/she should contact a local authorized Toyota
dealership for diagnosis. If the condition is verified, the dealer will perform the repair at NO CHARGE to the
customer.
Q3:
A3:
Which and how many vehicles are covered by this Customer Support Program?
There are approximately 894,700 vehicles covered by this Customer Support Program. Approximately 12,300
vehicles involved in this Customer Support Program were distributed to Puerto Rico.
Q3a:
A3a:
Q4:
A4:
Model Name
Model Year
Production Period
Tacoma
2005-2011
Mid-September, 2004 ~ Early December, 2010
Are there any other Lexus/Toyota/Scion vehicles covered by this Customer Support Program
in the U.S.?
No, there are no other Lexus/Toyota/Scion vehicles covered by this Customer Support Program.
What are the details of this program?
This Customer Support Program provides coverage as it applies to Propeller Shaft Universal Joints. If the
condition is verified, the vehicle will be repaired with new Propeller Shaft Universal Joint(s) under the terms of
this Customer Support Program. In limited instances the Propeller Shaft may also be replaced if damaged due
to the universal joint condition described above.
•
•
The Primary Coverage will be offered until April 30, 2019, regardless of mileage.
After the Primary Coverage, the Secondary Coverage is applicable for 12 years from the date of first use,
regardless of mileage.
This coverage is for work performed at an authorized Toyota dealer only. It is subject to the same terms and
conditions set forth in the New Vehicle Limited Warranty Section of the Owner’s Warranty Information booklet.
For example, damage from abuse, an accident, theft and/or vandalism is not covered.
FAQ Page 1 of 2
© 2017 Toyota Motor North America
Q5:
A5:
Which part(s) are covered by this Customer Support Program?
The specific component covered by this program is the Propeller Shaft Universal Joints. In limited instances
the Propeller Shaft may also be covered if damaged due to the universal joint condition described above.
Q6:
A6:
What should an owner do if experiencing this condition?
If an owner thinks that he/she has experienced the condition described in this Customer Support Program, a
local Toyota dealer should be contacted for appropriate diagnosis and repair. If the condition is verified as
being in accordance with the terms of the program, the repair will be performed at NO CHARGE.
Q6a:
A6a:
What if the diagnosis is performed and my vehicle is not covered by the Customer Support
Program?
Please be aware that, if the condition is not covered by this program, you may be responsible for the
initial diagnostic fees and any other repairs you may decide to have performed. Any authorized Toyota
Dealership can determine if a condition is covered by this Customer Support Program.
Q7:
A7:
What if an owner HAS NOT experienced this condition but would like to have the repair completed?
This Customer Support Program only applies to vehicles that have exhibited the condition described above.
If an owner has not experienced the condition, he/she is asked to apply the notification label to the Owners
Warranty Information Booklet for future reference.
Q8:
A8:
How long will the repair take?
Depending on the specific repair being performed, the repair will take anywhere from approximately one to
two and a half hours. 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 if I previously paid for repairs related to this Customer Support Program
Reimbursement consideration instructions will be provided in the owner letter.
Q10:
A10:
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.
Q11:
A11:
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, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
FAQ Page 2 of 2
© 2017 Toyota Motor North America
TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
CUSTOMER SUPPORT PROGRAM NOTIFICATION – ZH2
[VIN]
E
Dear Toyota Owner:
At Toyota, we are dedicated to providing vehicles of outstanding quality and value. As part of our continual efforts to
ensure customer satisfaction, Toyota would like to advise you of a Customer Support Program that has been initiated
for your vehicle.
PL
Toyota has received a number of reports regarding Propeller Shaft Universal Joints on certain 2005 – 2011 model
year Tacoma vehicles. In these reports, customers have indicated that there is a drivetrain vibration and/or drivetrain
noise. While the majority of vehicles will not experience this condition, we are offering the following Customer Support
Program:
Customer Support Program Details
•
Peel and Stick
Label onto the
Owner’s Warranty
Information Booklet
M
This Customer Support Program provides coverage as it applies to the Propeller Shaft
Universal Joints. The specific condition covered by this program is a drivetrain vibration
and/or drivetrain noise. If you continue to drive the vehicle with the aforementioned
condition, you risk severe damage to the propeller shaft. If the condition is verified, the
vehicle will be repaired with new Propeller Shaft Universal Joint(s) under the terms of this
Customer Support Program*. In limited instances the Propeller Shaft may also be
replaced if damaged due to the universal joint condition described above.
This coverage will be offered for 12 years from the date of first use with
no mileage limitation.
Please note that this coverage is for work performed at an authorized Toyota dealer
only.
This coverage is subject to the same terms and conditions set forth in the New Vehicle Limited Warranty Section of
your Owner’s Warranty Information booklet. For example, damage from abuse, an accident, theft and/or vandalism
is not covered.
VIN#
Date of First Use
SA
*Please see your Toyota dealer for additional details
What should you do?
Please apply the label above to your Owner’s Warranty Information Booklet for future reference. If you have
not experienced the condition described above, there is no action necessary at this time.
If you have experienced this condition, please contact any authorized Toyota dealer and make arrangements
for diagnosis and, if applicable, repair.
If you would like to update your vehicle ownership or contact information, please go to
www.Toyota.com/ownersupdate. You will need your full 17-digit Vehicle Identification Number (VIN) to input the new
information.
Customers with additional questions or concerns are asked to please contact the Toyota Customer Experience Center
(1-888-270-9371) - Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
If you have previously paid for repairs related to this condition, please mail a copy of your repair order, proof-ofpayment, and ownership information to the following address for reimbursement consideration:
Toyota Customer Experience Center - TSR
Toyota Motor Sales, USA, Inc.
c/o Toyota Motor North America, Inc.
P O Box 259001 – SSC/CSP Reimbursements
Plano, Texas 75025-9001
Please refer to the attached Reimbursement Checklist for required documentation details.
Thank you for driving a Toyota.
Sincerely,
SA
M
PL
TOYOTA MOTOR SALES, U.S.A., INC.
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.
TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
CUSTOMER SUPPORT PROGRAM
FREQUENTLY ASKED QUESTIONS
ZH2
Is this a recall?
No. This is not a recall. At Toyota, we are dedicated to providing vehicles of outstanding quality and value. As
part of our continual efforts to help ensure customer satisfaction, Toyota is advising you of this Customer
Support Program.
Q2:
A2:
If my vehicle does not have this condition, do I need to make an appointment with my dealership?
No, you do not need to take your vehicle to a dealership unless your vehicle is exhibiting the conditions
described in this letter. If you have not experienced this condition, please apply the label to your Owner’s
Warranty Information booklet for future reference.
Q3:
A3:
Is the Customer Support Program coverage transferable if I sell my vehicle?
Yes, this Customer Support Program coverage is fully transferrable to subsequent vehicle owners for the
condition and terms specified in the notification letter.
Q4:
A4:
What should I do if my vehicle has the condition described?
If you experience this condition, please contact any authorized Toyota dealer and make arrangements for
diagnosis and, if applicable, repair.
A4a:
What if the dealer performs diagnosis and determines that my vehicle does not have the
condition covered by this Customer Support Program?
M
Q4a:
PL
E
Q1:
A1:
Drivetrain vibration and/or drivetrain noise can be triggered due to conditions not specific to the
Propeller Shaft U-Joints. These additional conditions may require diagnosis or repairs not specifically
covered by this Customer Support Program. Please be aware that, if the condition is not covered by
this program, you may be responsible for the initial diagnostic fees and any other repairs you may
decide to have performed. Any authorized Toyota Dealership can determine if a condition is covered
by this Customer Support Program.
How long will the repair take?
If the condition is present on your vehicle, the repair will take anywhere from approximately one to two and a
half hours. However, depending upon the dealer’s work schedule, it may be necessary to make the vehicle
available for a longer period of time.
Q6:
A6:
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, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
SA
Q5:
A5: