ZH2_Toyota POL17

DISTRIBUTE TO:
 Service Manager
 Warranty Administrator
Warranty Policy Bulletin
No.:
POL17-16
Date: 10/30/2017
Page:
1 of 5
REVISED 1/9/2018
SUBJECT: CUSTOMER SUPPORT PROGRAM (ZH2):
PROPELLER SHAFT UNIVERSAL JOINTS ON CERTAIN
2005–2011 MY TACOMA VEHICLES
Background
Toyota has received reports in which 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.
Applicability
The Propeller Shaft is covered by Toyota’s New Vehicle Limited Warranty* under
the Powertrain Warranty for 5 years or 60,000 miles, whichever occurs first.
However, Toyota is announcing a Customer Support Program to cover repairs
related to the propeller shaft.
Primary Coverage offers the Customer Support Program until April 30, 2019,
with no mileage limitation.
After the Primary Coverage period ends, the Secondary Coverage is applicable
for 12 (twelve) years from the date of first use, with no mileage limitation.
Verify VIN applicability for this Customer Support Program by checking TIS
(Technical Information System) before completing any repairs.
Direct marketing of this Customer Support Program is strictly prohibited pursuant
to the Toyota Warranty Policy 5.21, “Warranty Solicitation.” Non-compliance of
this policy may result in a claim debit.
*This Customer Support Program is subject to all of the terms and
conditions set forth in the Toyota New Vehicle Limited Warranty. For
example, damage from abuse, an accident, theft and/or vandalism, 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 by this Customer Support Program (see, for example, Warranty
Policy 4.17, “What Is Not Covered by the Toyota New Vehicle Limited
Warranty”).
Toyota Warranty Policy Bulletin
POL17-16
10/30/17
REVISED 1/9/2018
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Covered Vehicles
Not all vehicles are covered by this Customer Support Program. Verify VIN
applicability by checking TIS before completing any repairs.
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)
Claims for repairs that were performed by non-qualified technicians are subject
to debit.
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.
Toyota Warranty Policy Bulletin
POL17-16
10/30/17
REVISED 1/9/2018
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Claim Submission
Claim Type: Repair Program
Note: If the vehicle is still under the New Vehicle Limited Warranty, submit the
repair as a Regular warranty claim.
Opcode
OFP
Description
Labor Time
CHG38A
04371-04030
Replace a universal joint for 2WD
0.9 hr./vehicle
Replace a universal joint for 4WD
0.8 hr./vehicle
Replace 2 universal joints for 2WD
1.2 hr./vehicle
Replace 2 universal joints for 4WD
1.0 hr./vehicle
Replace 3 universal joints for 2WD
2.1 hr./vehicle
Replace 3 universal joints for 4WD
1.8 hr./vehicle
Replace propeller shaft assy
0.5 hr./vehicle
CHG38B
CHG38C
CHG38D
CHG38E
CHG38F
04371-04030
04371-04090
04371-04030
04371-04030
04371-04090
04371-04030
04371-04030
04371-04090
37100-04350
37100-04370
37100-04330
37100-04340
37100-04360
37100-04380
37100-04270
37100-04280
37100-04290
CHG38G
37100-04300
37100-04390
37100-04310
37100-04320
37110-04180
37110-04190
37110-04170
37110-04200
37110-04220
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.
Toyota Warranty Policy Bulletin
POL17-16
10/30/17
REVISED 1/9/2018
4 of 5
Replacement Parts
All parts replaced for this repair are subject to warranty parts recovery.
Model/Model
Year
Service Kit
Part Number
CSP Kit Part
Number
Description
Quantity
04371-04030
04007-13104
Spider Kit for 3 Joint Type
Propeller Shaft (w/ center
support)
1~3
04371-04092
04007-13204
Spider Kit for 2 Joint Type
Propeller Shaft (w/ out center
support)
1~2
All
Note:
• Propeller shaft part numbers can be found using superseding part
numbers in the electronic parts catalog.
• ONLY CSP universal joint part numbers may be used for repairs under
ZH2, universal joint service parts WILL NOT be accepted on claims.
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.
Technical Instructions (Repair Procedures)
For Tacoma, technical instructions can be found in T-SB-0302-17. Please refer
to TIS for additional information.
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.
Toyota Warranty Policy Bulletin
POL17-16
10/30/17
REVISED 1/9/2018
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Customer-Paid Repairs or Replacement of Components
If a customer has previously paid for the repair to address the condition
described above, please have them mail a copy of the repair order, proof-ofpayment, and proof-of-ownership 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
The customer name, address, and telephone number(s) should be included in
the request. The customer should allow 4-6 weeks for processing.
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.