ZHB_Updated_Deal
Service Bulletin Details
Public Details for: ZHB_Updated_Deal
Dealer package: the attached dealer letter has been updated. Refer to the details below. January 25, 2018 the claim filing details have been updated to clarify remedy op codes and interim op codes for vehicles that are currently exhibiting
Models from 2011
2011 TOYOTA PRIUS |
Models from 2010
2010 TOYOTA PRIUS |
◄ IMPORTANT UPDATE ► The attached Dealer Letter has been updated. Refer to the details below. DATE January 25, 2018 November 1, 2017 TOPIC The claim filing details have been updated to clarify remedy OP Codes and Interim Op Codes for vehicles that are currently exhibiting the condition vs. vehicles that have exhibited the condition in the past. The coverage parameter details have been updated to clarify coverage for vehicles that have exhibited the condition in the past. 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. © 2018 Toyota Motor Sales, USA Toyota Motor Sales, USA, Inc. 6565 Headquarters Drive Plano, TX 75024 (469) 292-4000 a Original Publication Date: October 25, 2017 To: All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers Subject: Customer Support Program ZHB Certain 2010- 2011 Model Year Prius Coverage for Halogen Low Beam Headlamp Bulbs In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer Support Program to provide coverage for Halogen Low Beam Headlamp Bulbs on Certain 2010- 2011 Model Year Prius vehicles. Background Toyota has received a number of reports regarding the halogen head lamps on certain 2010 – 2011 model year Prius vehicles. In these reports, customers have indicated that their vehicle’s halogen low beam headlamp bulb lifetime is shorter than expected. Although the Halogen Low Beam Headlamp Bulbs are covered by Toyota’s New Vehicle Limited Warranty for 3 years or 36,000 miles (whichever occurs first), we at Toyota care about the customers’ ownership experience. Toyota is providing coverage related to the halogen head lamp bulbs due to these circumstances. 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 halogen headlamp bulbs. The specific condition covered by this program is that the halogen low beam headlamp bulb lifetime is shorter than expected. If the condition is verified, the dealer will install voltage adjustment wire harnesses and replace both halogen low beam headlamp bulbs under the terms of this Customer Support Program. NOTE: • Right and left side bulbs and harnesses will be installed even if only one side is exhibiting or has exhibited the condition. • Even if the vehicle does not currently exhibit the condition, but has exhibited the condition in the past and has had a headlamp bulb replaced, the vehicle may be eligible for repair if the customer can provide documentation indicating that the bulb(s) has been replaced previously. Refer to the customer reimbursement checklist for documentation details. • This coverage will be offered until October 31, 2019, 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. © 2018 Toyota Motor Sales, USA C u s t o m e r S u p p o r t P r o g r a m Z H B - D - P a g e |2 Covered Vehicles There are approximately 390,000 Vehicles covered by this Customer Support Program. There are approximately 400 vehicles distributed to Puerto Rico covered by this Customer Support Program. Please refer to Warranty Policy Bulletin (Bulletin No. POL17-15) for identification of vehicles covered by this Customer Support Program. Model Name Model Year Production Period Prius Certain 2010-2011 End-March, 2009 - Mid-December, 2011 Owner Letter Mailing Date Toyota will begin to notify owners in early November 2017 and will be mailed over several months. A sample of the owner notification letter has been included for your reference. Remedy Procedures Technical instructions for this Customer Support Program can be found in TSB-0204-12 NOTE: Even if the vehicle does not currently exhibit the condition, but has exhibited the condition in the past and has had a headlamp bulb replaced, the vehicle may be eligible for repair if the customer can provide documentation indicating that the bulb(s) has been replaced previously. Refer to the customer reimbursement checklist for documentation details. 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 TMNA 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 or for customers who have had a headlamp bulb replaced previously. DO NOT ORDER FOR STOCK. As always, if a customer experiences the condition described, dealers should conduct appropriate diagnosis and order the applicable parts. Refer to Warranty Policy Bulletin WPB#. POL17-15 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. 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: • • • • Certified Electrical Technician Expert Electrical Technician Master Technician Master Diagnostic Technician (MDT) 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. © 2018 Toyota Motor Sales, USA C u s t o m e r S u p p o r t P r o g r a m Z H B - D - P a g e |3 Reimbursement Procedure Currently there is limited inventory of repair kit part number 04007-52147, Toyota is working to increase supply of the kit. As Toyota works to increase supply, dealers are asked to follow the instructions below. OPTION A If a vehicle CURRENTLY has an inoperable headlamp bulb, AND a repair kit is available, dealers should perform the CSP repair and file opcode GHG41A. OPTION B If a vehicle CURRENTLY has an inoperable headlamp bulb, and a repair kit IS NOT available, dealers should replace the bulb or bulbs that are currently inoperable. Refer to the parts catalog for appropriate part number for bulb replacement. o o If one headlamp bulb is being replaced, dealers should file interim repair opcode ZHBHL1. If both headlamp bulbs are being replaced, dealers should file interim repair opcode ZHBHL2. Dealers should also follow the MAC process to order the repair kit. Dealers are strongly encouraged to maintain a list of vehicles they have ordered repair kits for, and as parts become available, Toyota will release parts in the order in which the MAC requests are received. The customer should also be informed by the Dealer that the repair performed on the vehicle is the INTERIM repair, and that they should return when final remedy parts become available. Dealers should reach out to customers who have received the interim repair as parts come available. OPTION C If a vehicle does NOT CURRENTLY have an inoperable headlamp bulb, the customer should be asked to return at a later date when the repair kit supply has improved. Please ensure these customers understand the coverage parameters for this Customer Support Program and the timing at which coverage will expire so they can return in time. Dealers should reach out to customers who have received the interim repair as parts come available. All repair kits should be prioritized for vehicles currently experiencing the condition. Once repair kit supply has improved, dealers should file opcode ZHBREM for remedy of vehicles that do NOT CURRENTLY have an inoperable headlamp bulb. Documentation (RO, sales receipt, image of aftermarket bulb) of prior bulb out condition will be required when submitting this opcode. Refer to the Warranty Policy Bulletin (Bulletin No. POL17-15) 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. Customer Reimbursement Reimbursement consideration instructions will be included in the owner letter, and are also included in this document for your reference. NOTE: Customers who have had a low beam headlamp bulb replaced in the past are eligible for customer reimbursement AND are also eligible for the repair. © 2018 Toyota Motor Sales, USA C u s t o m e r S u p p o r t P r o g r a m Z H B - D - P a g e |4 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. © 2018 Toyota Motor Sales, USA Customer Support Program - ZHB Certain 2010- 2011 Model Year Prius Coverage for Halogen Low Beam Headlamp Bulbs Frequently Asked Questions Original Publication Date: October 25, 2017 ◄ IMPORTANT UPDATE ► DATE November 1, 2017 TOPIC The coverage parameter details have been updated to clarify coverage for vehicles that have exhibited the condition in the past. The most recent update will be highlighted with a red box. Q1: A1: What is the condition? Toyota has received a number of reports regarding the halogen head lamps on certain 2010 – 2011 model year Prius vehicles. In these reports, customers have indicated that their vehicle’s halogen low beam headlamp bulb lifetime is shorter than expected. Q2: A2: What is Toyota going to do? Although the Halogen Low Beam Headlamp Bulbs are covered by Toyota’s New Vehicle Limited Warranty for 3 years or 36,000 miles (whichever occurs first), we at Toyota care about the customers’ ownership experience. Toyota is providing coverage related to the halogen head lamp bulbs due to these circumstances. Toyota will send (in phases consistent with parts availability and repair capacity) an owner notification by first class mail starting in early-October, 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 install voltage adjustment wire harnesses and replace the halogen low beam headlamp bulbs with new ones at NO CHARGE to the customer. NOTE: • Right and left side bulbs and harnesses will be installed even if only one side is exhibiting the condition. • Even if the vehicle does not currently exhibit the condition, but has exhibited the condition in the past and has had a headlamp bulb replaced, the vehicle may be eligible for repair if the customer can provide documentation indicating that the bulb(s) has been replaced previously. Refer to the customer reimbursement checklist for documentation details. Q3: A3: Which and how many vehicles are covered by this Customer Support Program? There are approximately 390,000 vehicles covered by this Customer Support Program. Approximately 400 vehicles involved in this Customer Support Program were distributed to Puerto Rico. Q3a: A3a: Model Name Model Year Production Period Prius 2010-2011 End-March, 2009 - Mid-December, 2011 Are there any other Lexus/Toyota/Scion vehicles covered by this Customer Support Program in the U.S.? Yes, the Lexus CT200h (MY2011-2013) and Lexus HS250 (MY2010-2012) vehicles are both covered by this Customer Support Program. FAQ Page 1 of 2 © 2017 Toyota Motor North America Q4: A4: What are the details of this program? This Customer Support Program provides coverage as it applies the halogen headlamp bulbs. The specific condition covered by this program is that the halogen low beam headlamp bulb lifetime is shorter than expected. If the condition is verified, the dealer will install voltage adjustment wire harnesses and replace both halogen low beam headlamp bulbs under the terms of this Customer Support Program. NOTE: • Right and left side bulbs and harnesses will be installed even if only one side is exhibiting or has exhibited the condition. • Even if the vehicle does not currently exhibit the condition, but has exhibited the condition in the past and has had a headlamp bulb replaced, the vehicle may be eligible for repair if the customer can provide documentation indicating that the bulb(s) has been replaced previously. Refer to the customer reimbursement checklist for documentation details. • This coverage will be offered until October 31, 2019 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. Q5: A5: Which part(s) are covered by this Customer Support Program? The specific component(s) covered by this program are as follows: • Halogen Low Beam Headlamp Bulbs • Halogen Low Beam Headlamp Bulb Wire Harnesses 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. 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 now exhibit the condition described above or have previously had a low beam headlamp bulb replaced. 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? The repair takes approximately 3 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 Customer Support Program? Reimbursement consideration instructions will be provided in the owner letter. NOTE: Customers who have had a low beam headlamp bulb replaced in the past are eligible for customer reimbursement AND are also eligible for the repair. 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 – ZHB [VIN] E Dear Toyota Owner: At Toyota, we are dedicated to provide 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 the halogen headlamps on certain 2010 – 2011 model year Prius vehicles. In these reports, customers have indicated that halogen low beam headlamp bulb lifetime is shorter than expected. While the majority of vehicles will not experience this condition, we are offering the following Customer Support Program: Customer Support Program Details This Customer Support Program provides coverage as it applies the halogen headlamp bulbs. The specific condition covered by this program is that the halogen low beam headlamp bulb lifetime is shorter than expected. If the condition is verified, the dealer will install voltage adjustment wire harnesses and replace both halogen low beam headlamp bulbs under the terms of this Customer Support Program. Peel and Stick Label onto the Owner’s Warranty Information Booklet This coverage will be offered until October 31, 2019 regardless of mileage. SA • M NOTE: • Right and left side bulbs and harnesses will be installed even if only one side is exhibiting or has exhibited the condition. • Even if the vehicle does not currently exhibit the condition, but has exhibited the condition in the past and has had a headlamp bulb replaced, the vehicle may be eligible for repair if the customer can provide documentation indicating that the bulb(s) has been replaced previously. Refer to the customer reimbursement checklist for documentation details. 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 the Owner’s Warranty Information booklet. For example, damage from abuse, an accident, theft and/or vandalism is not covered. *Please see your Toyota dealer for additional details VIN# 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. 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 E 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: Please refer to the attached Reimbursement Checklist for required documentation details. PL NOTE: Customers that are eligible for customer reimbursement are also eligible for the repair, even if the vehicle is not currently exhibiting the condition 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, SA M TOYOTA MOTOR SALES, U.S.A., INC. TOYOTA Toyota Motor Sales, USA, Inc. 6565 Headquarters Drive Plano, TX 75024 (469) 292-4000 CUSTOMER SUPPORT PROGRAM FREQUENTLY ASKED QUESTIONS ZHB 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: If my vehicle has not experienced 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 now exhibiting the condition described in this letter or if you have had a low beam headlamp bulb replaced in the past. If you have not experienced this condition, please apply the label to your Owner’s Warranty Information booklet for future reference. Q3: A3: PL A2: E Q1: A1: What if I previously paid for repairs related to Customer Support Program? Reimbursement consideration instructions will be provided in the owner letter. NOTE: Customers who have had a low beam headlamp bulb replaced in the past are eligible for customer reimbursement AND are also eligible for the repair. 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. Q5: A5: 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. Q6: A6: How long will the repair take? The repair will take approximately 3 hours. However, depending upon the dealer’s work schedule, it may be necessary to make the vehicle available for a longer period of time. SA M Q4: A4: Q7: A7: Which part(s) are covered by this Customer Support Program? The specific component(s) covered by this program are as follows: • Halogen Low Beam Headlamp Bulbs • Halogen Low Beam Headlamp Bulb Wire Harnesses Q8: A8: 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.