H0Y_Dealer Packa

◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
12/21/2017
TOPIC
The claim filing opcode has been changed.
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 Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: December 20, 2017
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
Subject:
Special Service Campaign H0Y – Remedy Notice
Certain 2018 Model Year Sequoia
Certain 2018 Model Year Tundra
Center Air Bag Sensor Assembly Software Update
Condition
The subject vehicles are voluntarily equipped with an event data recorder (EDR). The EDR only collects, stores, and
allows retrieval of vehicle event data, including crash events. It does not control the operation of the vehicle or crash
safety systems. Due to a software error in the air bag ECU where EDR data is stored, the EDR data for “Frontal Airbag
Deployment, Time to 1st Stage Deployment,” and “Frontal Airbag Deployment Time to 2nd Stage Deployment,” will
show the same value at the time an event is recorded. This software error has no effect on the actual air bag’s
deployment times for both stages. Both air bags operate as designed.
Remedy
Toyota will send an owner notification by first class mail starting in early January 2018, advising owners to make an
appointment with their authorized Toyota dealer to have the center air bag sensor assembly software update
performed at NO CHARGE.
Covered Vehicles
There are approximately 38,400 vehicles covered by this Special Service Campaign. There were approximately 30
vehicles distributed to Puerto Rico involved in this Special Service Campaign.
Model Name
Model Year
Production Period
Sequoia
Tundra
2018
2018
Early August, 2017 – Late November, 2017
Late February, 2017 – Early December, 2017
Owner Letter Mailing Date
Toyota will begin to notify owners in early January 2018. 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.
© 2017 Toyota Motor North America
S p e c i a l S e r v i c e C a m p a i g n H 0 Y - D - P a g e |2
New Vehicles in Dealership Inventory
There are approximately 17,700 vehicles in new dealer inventory as of December 19, 2017.
These vehicles do not conform to the EDR regulation. A dealer should not sell, offer for sale, or
otherwise deliver to a customer a new motor vehicle covered by this Special Service Campaign if
the dealer has not completed the remedy for this campaign on that vehicle.
The completion of this Special Service Campaign should be verified through TIS. We request your
assistance to ensure that involved vehicles are identified and not delivered prior to performing the
remedy.
NOTE: Dealers can identify if any of their new inventory has any open campaigns in the Vehicle Inventory Summary
available in Dealer Daily (https://dealerdaily.toyota.com/).
Pre-owned Vehicles in Dealership Inventory
To ensure customer satisfaction, Toyota requests that dealers complete this Special Service Campaign on any used
vehicles currently in dealer inventory that are covered by this Special Service Campaign prior to customer delivery.
However, if the campaign cannot be completed (for example, due to remedy parts availability), delivery of a covered
vehicle is acceptable if disclosed to the customer that the vehicle is involved in a Special Service Campaign.
Toyota expects dealers to use the attached Customer Contact and Vehicle Disclosure Form to obtain vehicle buyer
information. Dealers are expected to provide a copy of the completed form, along with the most current FAQ, to the
vehicle buyer. Toyota and the dealer may use this information to contact the customer when the remedy becomes
available.
Keep the completed form on file at the dealership and send a copy to [email protected]. In the subject
line of the email state “Disclosure Form H0Y” and include the VIN.
NOTE: Dealers can identify if any of their new and used inventory has any open campaigns in the Vehicle Inventory
Summary available in Dealer Daily (https://dealerdaily.toyota.com/).
Toyota Certified Used Vehicle (TCUV)
The TCUV policy prohibits the certification of any vehicle with an outstanding Safety Recall, Special Service
Campaign, or Limited Service Campaign. Thus, no affected units are to be designated, sold, or delivered as a TCUV
until all applicable Safety Recalls, Special Service Campaigns, and Limited Service Campaigns have been completed
on that vehicle.
Toyota Rent-A-Car (TRAC) & Service Loaners
Toyota requests that dealers remove all TRAC and Service Loaner vehicles from service that are covered by a Safety
Recall unless the defect has been remedied.
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 classifications)
Toyota Expert (any classifications)
Master
Master Diagnostic Technicians
Always check which technicians can perform the repair 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.
© 2017 Toyota Motor North America
S p e c i a l S e r v i c e C a m p a i g n H 0 Y - D - P a g e |3
Remedy Procedures
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.
Warranty Reimbursement Procedure
Verify Vehicle Eligibility
1. Check the TIS Vehicle Inquiry
System.
Not Covered
No further action required.
Covered
Perform Health Check and Confirm
Center Air Bag Sensor Assembly
Calibration
Old Calibration
Reflash Center Air Bag Sensor
Assembly
New Calibration
Confirm Repair Quality
Campaign complete.
Return the vehicle to the customer.
Opcode
H0Y213
•
Description
Reflash Center Air Bag Sensor
Assembly
Flat Rate Hours
The flat rate times include 0.1 hours for administrative cost per unit for the dealership.
© 2017 Toyota Motor North America
0.8
S p e c i a l S e r v i c e C a m p a i g n H 0 Y - D - P a g e |4
Claim Filing Accuracy and Correction Requests
It is the dealer’s responsibility to file claims correctly for this Special Service Campaign. 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.
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
Special Service Campaign. 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.
Campaign Designation Decoder
H
0
A
Year Campaign is Launched
Repair Phase
Current Campaign Letter
for this year
B = 2011
C = 2012
D = 2013
E = 2014
F = 2015
G = 2016
H = 2017
Etc...
0 = Remedy
1 = Interim (Remedy not yet
available) “1” will change to “0”
when the Remedy is available
(May use other characters in
unique cases)
1st Campaign = A
2nd Campaign = B
3rd Campaign = C
4th Campaign = D
5th Campaign = E
27th Campaign = 1
28th Campaign = 2
Etc...
Examples:
C1B = Launched in 2012, Interim Phase, 2nd Campaign Launched in 2012
E0A = Launched in 2014, Remedy Phase, 1st Campaign Launched in 2014
H0A = Launched in 2017, Remedy Phase, 1st Campaign Launched in 2017.
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.
© 2017 Toyota Motor North America
Special Service Campaign H0Y – Remedy Notice
Certain 2018 Model Year Sequoia
Certain 2018 Model Year Tundra
Center Air Bag Sensor Assembly Software Update
Frequently Asked Questions
Original Publication Date: December 20, 2017
Q1:
A1:
What is the condition?
In these vehicles, there is a software error that causes the event data recorder (EDR) to record an incorrect
value for one data item. The EDR records data for various events, including crashes, and is used to help
investigate those events. It does not control the operation of any vehicle systems.
Q1a:
A1a:
What are the technical details of this issue?
The subject vehicles are voluntarily equipped with an event data recorder (EDR). The EDR only
collects, stores, and allows retrieval of vehicle event data, including crash events. It does not control
the operation of the vehicle or crash safety systems. Due to a software error in the air bag ECU where
EDR data is stored, the EDR data for “Frontal Airbag Deployment, Time to 1st Stage Deployment,”
and “Frontal Airbag Deployment Time to 2nd Stage Deployment,” will show the same value at the
time an event is recorded. This software error has no effect on the actual air bag’s deployment
times for both stages. Both air bags operate as designed.
Q1b:
A1b:
What is the Event Data Recorder (EDR)?
The EDR collects, stores, and allows retrieval of specific vehicle sensor data in a crash or near-crash
event. The EDR DOES NOT control the operation of the vehicle or the crash safety systems.
Q2:
A2:
What are the symptoms of this condition?
After a recorded event, if someone retrieves the data recorded in the EDR, the frontal airbag deployment time
to 2nd stage will show an inaccurate reading.
Q3:
A3:
What is Toyota going to do?
Toyota will send an owner notification by first class mail starting in early January 2018, advising owners to
make an appointment with their authorized Toyota dealer to have the center air bag sensor assembly software
update performed at NO CHARGE.
Q4:
A4:
Which and how many vehicles are covered by this Special Service Campaign?
There are approximately 38,400 vehicles covered by this Special Service Campaign. There were
approximately 30 vehicles distributed to Puerto Rico involved in this Special Service Campaign.
Q3a:
A3a:
Model Name
Model Year
Production Period
Sequoia
Tundra
2018
2018
Early August, 2017 – Late November, 2017
Late February, 2017 – Early December, 2017
Are there any other Lexus/Toyota/Scion vehicles covered by this Special Service Campaign
in the U.S.?
No, there are no other Lexus/Toyota/Scion vehicles covered by this Special Service Campaign.
FAQ Page 1 of 2
© 2017 Toyota Motor North America
Q5:
A5:
How long will the repair take?
The repair takes 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.
Q6:
A6:
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.
Q7:
A7:
What if I have additional questions or concerns?
If you have additional questions or concerns, please contact the Toyota Customer Experience Center at
1-888-270-9371 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
Certain 2018 Model Year Sequoia
Certain 2018 Model Year Tundra
Center Airbag Sensor Assembly Software Update
Special Service Campaign H0Y – Remedy Notice
[VIN]
Dear Toyota Customer:
E
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.
You received this notice because our records, which are based primarily on state registration and title data, indicate
that you are the current owner.
PL
What is the condition?
In these vehicles, there is a software error that causes the event data recorder (EDR) to record an incorrect value for
one data item. The EDR records data for various events, including crashes, and is used to help investigate those
events. It does not control the operation of any vehicle systems.
What will Toyota do?
Toyota wants to make sure that the EDR records the correct information in case you ask us to help investigate an
issue in the future. A software update will help us do so. Any authorized Toyota dealer will perform the software update
to correct this error at NO CHARGE to you.
What should you do?
M
Any authorized Toyota dealer will perform the Airbag ECU software update at NO CHARGE to you.
Please contact your authorized Toyota dealer to make an appointment to have the center airbag sensor
assembly software update performed. The remedy 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.
SA
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, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central 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.
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.
Thank you for driving a Toyota.
Sincerely,
TOYOTA MOTOR SALES, U.S.A., INC.
TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Published December 20, 2017
CUSTOMER CONTACT & VEHICLE DISCLOSURE FORM
This form is not applicable for TCUV units.
This vehicle is involved in a Special Service Campaign. At this time, remedy parts are not available and the remedy
has NOT been performed. I understand that the vehicle will need to be returned to an authorized Toyota dealer to
have the remedy performed at NO CHARGE when the remedy is available.
Customer Signature
Toyota recommends that you register with the Toyota Owners Community at http://www.toyota.com/owners/ and
regularly check recall applicability using www.toyota.com/recall or www.safercar.gov. You will need to input your 17digit Vehicle Identification Number (VIN).
VIN
Campaign Code
Model
Model Year
Customer Information
Customer Name
Customer Email
Customer Address
Home Phone #
Mobile Phone #
Date
Please provide this information so that Toyota or your dealer can notify you when the remedy becomes
available. This information will only be used for campaign communications. If you’d like to update your
preferred contact information in the future, visit www.toyota.com/ownersupdate or contact us at 1-888270-9371.
Dealer Information
Dealer Name/Address
Dealer Code
Dealer Phone Number
Dealer Staff Name
Dealer Staff Signature
© 2018 Toyota Motor North America