ZG4 Dealer Packa

Toyota Motor Sales, USA, Inc.
19001 South Western Avenue
Torrance, CA 90501
(310) 468-4000
March 1, 2017
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
Subject:
Warranty Enhancement Program ZG4
Certain 2008 – 2013 Model Year Highlander and Highlander Hybrid Vehicles
Extension of Warranty Coverage for the Power Back Door
In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Warranty Enhancement
Program to extend the warranty coverage for the Power Back Door on certain 2008 – 2013 model year Highlander
and Highlander Hybrid vehicles.
Background
Certain 2008 – 2013 model year Highlander and Highlander Hybrid vehicles may exhibit a condition where the Power
Back Door does not close properly. In some cases, the Power Back Door may reach the fully closed position and then
reverse to the open position. In other cases, the Power Back Door closes, but produces a pop or clunk noise.
Although the Power Back Door is 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 now extending the
warranty coverage for repairs related to when the Power Back Door does not close properly as described above.
Warranty Enhancement Program Details
This Warranty Enhancement Program provides enhanced coverage to the vehicles “New Vehicle Limited Warranty”
as it applies to the Power Back Door. The specific condition covered by this program is when the Power Back Door
does not close properly as described above. If the condition is verified, the vehicle will be repaired with a new Power
Back Door under the terms of this Warranty Enhancement Program.


The Primary Coverage offers warranty enhancement until October 25, 2018, regardless of mileage.
After the Primary Coverage, the Secondary Coverage is applicable for 8 years or 150,000 miles from the
vehicle’s date of first use, whichever occurs first.
This coverage is for warranty 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 by the New Vehicle Limited Warranty or this warranty enhancement.
Covered Vehicles
Approximately 402,500 Highlander and Highlander Hybrid vehicles are covered by this Warranty Enhancement
Program. Approximately 3,500 vehicles involved in this Warranty Enhancement Program were distributed to Puerto
Rico.
Model Name
Highlander
Highlander Hybrid
Model Year
2008 - 2013
Approximate UIO
Production Period
352,900
Early March 2007 – Late November 2013
49,600
Mid-March 2007 – Late October 2013
© 2017 Toyota Motor North America
W ar r a n t y E n h a n c e m e n t P r o g r a m Z G 4 - D - P a g e |2
Owner Letter Mailing Date
Toyota will begin to notify owners in March 2017, and owner letters will be mailed over several months. A sample of
the owner letter has been included for your reference.
Technician Training Requirements for Hatch Deformation Inspection ONLY
All dealership technicians performing the hatch deformation inspection 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 inspection performed correctly; technicians performing this inspection are required to currently hold at least
one of the following certification levels:

Maintenance-Level technician or higher.
Always check which technicians can perform the inspection 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
inspection. Carefully review your resources, the technician skill level, and ability before assigning technicians to this
inspection. It is important to consider technician days off and vacation schedules to ensure there are properly trained
technicians available to perform this inspection at all times.
The repair covered by this Warranty Enhancement Program will, in many cases, be sublet to a body shop. For this
reason, Toyota has not created Technician Training Requirements for the repair covered by this Warranty
Enhancement Program.
Remedy Procedures
Technical instructions for this warranty enhancement program can be found in T-SB-0191-17.
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 an extension of the warranty, 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, dealers should conduct appropriate diagnosis and order the applicable parts.
Dealers are requested to order all of the necessary parts for one repair using ONE Dealer Order Reference Number.
Refer to Warranty Policy Bulletin POL17-04 for additional parts ordering information.
All Warranty Enhancement Program (WEP) 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.
Warranty Reimbursement Procedure
Refer to the Warranty Policy Bulletin (Bulletin No. POL17-04) for warranty claim processing instructions. All parts
replaced for this repair are subject to warranty part recovery.
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 associates.
© 2017 Toyota Motor North America
W ar r a n t y E n h a n c e m e n t P r o g r a m Z G 4 - D - P a g e |3
Customer Contacts
Customers who receive the owner letter may contact your dealership with questions regarding the letter and/or the
Warranty Enhancement 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
Warranty Enhancement Program ZG4
Certain 2008 – 2013 Model Year Highlander and Highlander Hybrid Vehicles
Extension of Warranty Coverage for the Power Back Door
Frequently Asked Questions
Published March 1, 2017
Q1:
A1:
What is the condition?
Certain 2008 – 2013 model year Highlander and Highlander Hybrid vehicles may exhibit a condition where
the Power Back Door does not close properly. In some cases, the Power Back Door may reach the fully
closed position and then reverse to the open position. In other cases, the Power Back Door closes, but
produces a pop or clunk noise.
Although the Power Back Door is 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 now
extending the warranty coverage for repairs related to when the Power Back Door does not close properly
as described above.
Q2:
A2:
What is Toyota going to do?
Toyota will send (in phases consistent with parts availability and repair capacity) starting in March 2017, an
owner notification by first class mail advising owners of this Warranty Enhancement 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 replace the Power Back Door with a new
one at NO CHARGE to the customer.
Q3:
A3:
Which and how many vehicles are covered by this Warranty Enhancement Program?
There are approximately 402,500 Highlander and Highlander Hybrid vehicles covered by this Warranty
Enhancement Program.
Model Name
Highlander
Highlander Hybrid
Q3a:
A3a:
Model Year
2008 - 2013
Approximate UIO
Production Period
352,900
Early March 2007 – Late November 2013
49,600
Mid-March 2007 – Late October 2013
Are there any other Lexus/Toyota/Scion vehicles covered by this Warranty Enhancement
Program in the U.S.?
No, there are no other Lexus/Toyota/Scion vehicles covered by this Warranty Enhancement
Program.
FAQ Page 1 of 2
© 2017 Toyota Motor North America
Q4:
A4:
What are the details of this coverage?
This Warranty Enhancement Program provides enhanced coverage to the vehicle’s “New Vehicle Limited
Warranty” as it applies to the Power Back Door. If the condition is verified, the vehicle will be repaired with a
new Power Back Door under the terms of this Warranty Enhancement Program.
This Warranty Enhancement Program provides enhanced coverage to the vehicles “New Vehicle Limited
Warranty” as it applies to the Power Back Door. The specific condition covered by this program is when the
Power Back Door does not close properly as described above. If the condition is verified, the vehicle will be
repaired with a new Power Back Door under the terms of this Warranty Enhancement Program.


The Primary Coverage offers warranty enhancement until October 25, 2018, regardless of mileage.
After the Primary Coverage, the Secondary Coverage is applicable for 8 years or 150,000 miles from
the vehicle’s date of first use, whichever occurs first.
This coverage is for warranty 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 by the New Vehicle Limited Warranty or this warranty
enhancement.
Q5:
A5:
Which part(s) are covered by this Warranty Enhancement Program?
The following specific parts are covered by this Warranty Enhancement Program:
 Power Back Door Panel
 Power Back Door Stays
 Power Back Door Weather-strip
 Power Back Door Motor
 Power Back Door Hinges
Q6:
A6:
What should an owner do if experiencing this condition?
If an owner thinks that the condition described in this Warranty Enhancement Program is present, he/she
should contact a local Toyota dealer for appropriate diagnosis and repair. If the condition is verified as being
in accordance with the terms of the warranty extension, 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 Warranty Enhancement 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 warranty enhancement
notification sticker to the Owner’s Warranty Information Booklet for future reference.
Q8:
A8:
How long will the repair take?
The repair takes approximately 10.5 hours. However, depending upon the dealer’s work schedule, it may be
necessary to make the vehicle available for a longer period of time. In addition, the vehicle may need to be
sent to another repair facility for body work as part of this repair. A rental vehicle will be provided for the
total time necessary to complete the repair covered by this Warranty Enhancement Program.
Q9:
A9:
What if I previously paid for repairs related to this Warranty Enhancement 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.
19001 South Western Avenue
Torrance, CA 90501
(310) 468-4000
WARRANTY ENHANCEMENT NOTIFICATION – ZG4
[VIN]
Dear Toyota Owner:
E
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 an enhancement to portions of your Toyota New
Vehicle Limited Warranty.
PL
Certain 2008 – 2013 model year Highlander and Highlander Hybrid vehicles may exhibit a condition where the Power
Back Door does not close properly. In some cases, the Power Back Door may reach the fully closed position and then
reverse to the open position. In other cases, the Power Back Door closes, but produces a pop or clunk noise. While
the majority of vehicles will not experience this condition, we are offering the following New Vehicle Warranty
Enhancement:
Warranty Enhancement Program Details
M
Certain 2008 – 2013 model year Highlander and Highlander Hybrid vehicles may exhibit
a condition where the Power Back Door does not close properly. In some cases, the
Power Back Door may reach the fully closed position and then reverse to the open
position. In other cases, the Power Back Door closes, but produces a pop or clunk noise.
SA
This Warranty Enhancement Program provides enhanced coverage to the vehicle’s “New
Vehicle Limited Warranty” as it applies to the Power Back Door. The specific condition
covered by this program is when the Power Back Door does not close properly as
described above. If the condition is verified, the vehicle will be repaired with a new Power
Back Door under the terms of this Warranty Enhancement Program.*


The Primary Coverage offers warranty enhancement until October 25, 2018,
regardless of mileage.
After the Primary Coverage, the Secondary Coverage is applicable for 8 years or
150,000 miles from the vehicle’s date of first use, whichever occurs first.
Please note that this coverage is for warranty work performed at an authorized Toyota
dealer only.
This Warranty Enhancement Program is limited to your specific vehicle whose Vehicle Identification Number (VIN)
is printed below and 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 by the New Vehicle Limited Warranty or this warranty enhancement.
VIN#
Date of First Use
*Please see your Toyota dealer for additional details
Peel and Stick
Label onto the
Owner’s Warranty
Information Booklet
What should you do?
Please apply the sticker 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.
E
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:
PL
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.
M
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
TOYOTA MOTOR SALES, U.S.A., INC.
TOYOTA
Toyota Motor Sales, USA, Inc.
19001 South Western Avenue
Torrance, CA 90501
(310) 468-4000
WARRANTY ENHANCEMENT PROGRAM
FREQUENTLY ASKED QUESTIONS
ZG4
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 Enhancement
to the Warranty Coverage.
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 sticker to your
Owner’s Warranty Information booklet for future reference.
Q3:
A3:
Is the Warranty Enhancement Program coverage transferable if I sell my vehicle?
Yes, this Warranty Enhancement 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.
Q5:
A5:
How long will the repair take?
If the condition is present on your vehicle, the repair will take approximately 10.5 hours. However, depending
upon the dealer’s work schedule, it may be necessary to make the vehicle available for a longer period of
time. In addition, the vehicle may need to be sent to another repair facility for body work as part of this repair.
A rental vehicle will be provided for the time necessary to complete the repair covered by this Warranty
Enhancement Program.
SA
M
PL
E
Q1:
A1:
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.