ZE6_POL14-11_War

DISTRIBUTE TO:
 Service Manager
 Warranty Administrator
Warranty Policy Bulletin
No.:
Date:
Page:
POL14-11
12/10/14
1 of 6
REVISED 03/22/17
SUBJECT: VOLUNTARY WARRANTY ENHANCEMENT PROGRAM
(ZE6) ALL PHASES – PARTS REPLACEMENT FOR
CERTAIN MODELS:
WARRANTY EXTENSION FOR CRACKED AND/OR
STICKY/MELTING DASHBOARDS (INSTRUMENT
PANELS) AS A RESULT OF HEAT OR HUMIDITY, FOR
THE FOLLOWING VEHICLES:
• CERTAIN 2003-2005 MY 4RUNNER
• CERTAIN 2005-2010 MY AVALON
• CERTAIN 2007-2011 MY CAMRY AND CAMRY HYBRID
• CERTAIN 2004-2010 MY SIENNA
• CERTAIN 2004-2008 MY SOLARA
Background
Toyota has received reports where some vehicles may exhibit cracked and/or
sticky/melting dashboards as a result of heat or humidity.
In Mid-December, 2014, Toyota announced the reimbursement Phase of this
voluntary warranty enhancement program. Since prior to that announcement,
Toyota has been diligently making parts preparations for the parts replacement
phase of this Program. Due to the age, volume, and breadth of the covered
vehicles subject to the Program and the size and complexity of dashboard
manufacturing, Toyota has launched the part replacement portion of this Program
in several phases.
Although Toyota increased and has continued to increase production levels, it is
difficult to predict customer demand and where parts need to be shipped to
support customer demand. It is important that dealerships explain to customers
that there still may be a period of time the customer will need to wait before part
replacement can be performed. Please be sure to take this into consideration
when performing customer scheduling.
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.
Toyota Warranty Policy Bulletin
POL14-11
12/10/14
REVISED 03/22/17
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Applicability
The dashboard is covered under the Toyota New Vehicle Limited Warranty for 3
years from the date of first use or 36,000 miles (whichever occurs first).
However, Toyota has announced a voluntary Warranty Enhancement Program to
cover parts replacement to address this condition.
Primary Coverage offers the Warranty Enhancement until May 31, 2017,
regardless of mileage.
After the Primary Coverage expires, the Secondary Coverage is applicable for
10 years from the date of first use, regardless of mileage.
Verify VIN applicability for this voluntary warranty enhancement by checking TIS
before completing any repairs.
Direct marketing of this warranty enhancement is strictly prohibited pursuant to
the Toyota Warranty Policy 5.21, “Warranty Solicitation.” Non-compliance with
this policy may result in a claim debit.
This voluntary Warranty Enhancement 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 this voluntary Warranty Enhancement pursuant to Warranty
Policy 4.17, “What Is Not Covered by the Toyota New Vehicle Limited
Warranty”.
Covered Vehicles
Not all vehicles within the specified model years are covered by this voluntary
warranty enhancement. Verify VIN applicability for this voluntary warranty
enhancement by checking TIS before completing any repairs.
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.
Toyota Warranty Policy Bulletin
POL14-11
12/10/14
REVISED 03/22/17
3 of 6
Program Expiration and Claim Filing
Dealers can complete repairs and file warranty claims under the Program after
the Primary or Secondary Coverage expires for a particular vehicle. To do so,
dealers must verify the condition and open and close a repair order for
dashboard replacement due to a sticky/cracked/melting condition before the
Program expires for that particular vehicle. Thus, please assure customers that
Toyota stands behind its vehicles and this Program, and that Toyota will
authorize repairs under this Program after May 31, 2017 or the Secondary
Coverage expires for a particular vehicle, provided that the customer contacted
the dealership to repair his or her vehicle under this Program prior to the end of
the extended coverage.
Please note that many vehicles covered by this Program will become
ineligible to make claims for repair at the end of the Primary coverage
period on May 31, 2017. Thus, we request that you carefully review your
pending repair list and ensure that an RO is created for any vehicle that
may not receive repair prior to May 31, 2017.
Dealers will be required to enter RO information in the “Additional Information”
tab under the “Part Back Order” section in CPS.
Claim Submission
Claim
Type
Phase
Op.
Code
AHGD0B
Repair
Program
2
AHGD0C
3
4
AHGD0A
Model
Description
Avalon
Solara (V6)
Camry
Camry Solara
(4 Cyl)
4Runner
Sienna
Confirmed
Condition Replace
Dashboard
Assembly
Labor Time
2.1 hr/vehicle
2.2 hr/vehicle
2.0 hr/vehicle
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.
Toyota Warranty Policy Bulletin
POL14-11
12/10/14
REVISED 03/22/17
4 of 6
Photo Requirements and Parts Retention
Toyota requires photo documentation of replaced dashboard assemblies to be
recorded as part of the R.O. documentation for this repair. Photos must provide
perspective image(s) that illustrate the damage.
A photo must also be taken with the odometer in focus and the dashboard in the
background. Photos must be made available for TMS Warranty Department
review upon request.
Removed dashboard assemblies must be retained for 3 calendar days after the
repair has been completed. Parts not requested for return in PRS or inspection
by District Service and Parts Managers (DSPMs) or Field Technical Specialists
(FTS) may be scrapped after 3 calendar days.
Replacement Parts
For some models, the replacement part will be a kit 04005-XXXXX part number.
Please identify the correct service part in the EPC and then use the chart below
to reference the appropriate kit part number for this program. If there is a kit
part number listed, the service part number will not be accepted for this
program. Dealer should order parts in red only.
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.
Toyota Warranty Policy Bulletin
POL14-11
12/10/14
REVISED 03/22/17
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Replacement Parts (Continued)
Model
Avalon
Solara
Camry (NAP)
Camry (Japan
Built)
Camry HV
(NAP)
Camry HV
(Japan Built)
4Runner
Sienna
Service Part #
55401-07060-B1
55401-07060-B2
55401-07060-B3
55401-07060-E1
55401-AA060-B0
55401-AA060-B1
55401-AA060-E0
55401-06091-B0
55401-06091-B1
55401-06091-E0
55401-33201-B1
55401-33201-E0
55401-06171-B0
55401-06171-E0
55401-33221-B0
55401-33221-E0
55401-35908-B0
55401-35908-B1
55401-35909-B0
55401-35909-B1
55301-08040-B0
55301-08040-E0
Kit Part Number
Description
Qty
PAD SUB-ASSY,
INSTRUMENT
PANEL SAFETY
1 as
needed
Not Applicable
04005-21133-B0
04005-21133-E0
Not Applicable
04005-21233-B0
04005-21233-E0
04005-14935-B0
04005-14935-B1
04005-15135-B0
04005-15135-B1
Not Applicable
Dealers are requested to only order parts for vehicles experiencing this condition.
DO NOT ORDER FOR STOCK.
Ancillary Parts
CSP ZE6 also provides coverage for the replacement of certain ancillary parts
related to the covered components, such as necessary clips, vents, etc., that are
damaged as a result of the CSP repair. Ancillary parts will be covered if they are
needed to complete the CSP and were un-damaged prior to repair. Dealers
should take care as much as possible to remove these parts without damage.
In the event that additional replacement parts are necessary, they must be
claimed on the ZE6 claim. Photo documentation of damaged ancillary parts is
required and must be recorded as part of the R.O. documentation for this repair.
Photos must provide perspective image(s) that illustrate the damage. Photos
must be made available for TMS Warranty Department review upon request.
In the event of an extended back order on ancillary parts, please contact
your DSPM or region representative for claim filing instructions.
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.
Toyota Warranty Policy Bulletin
POL14-11
12/10/14
REVISED 03/22/17
6 of 6
Technical Instructions (Repair Procedures)
Technical instructions can be found in T-SB-0039-15, please refer to TIS for
additional information.
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 Motor Sales, U.S.A., Inc.
Customer Experience Center, WC10
19001 South Western Avenue
Torrance, CA 90509
The customer name, address, and telephone number(s) should be included in
the request. The customer should allow 4-6 weeks for processing.
*Please refer to the Reimbursement Checklist attached to the sample owner letter for required
documentation details.
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.