HR1_Dealer Lette

Toyota Motor Sales, USA, Inc.
19001 South Western Avenue
Torrance, CA 90501
(310) 468-4000
Published March 8, 2017
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
Subject:
Owner Renotification of Non-Completed Safety Recalls
Safety Recall completion is important not only in satisfying government requirements, but also is an integral part of
our commitment to meet customer expectations of Toyota products. Toyota will be sending Safety Recall Follow-Up
Notices to remind owners whose vehicles have not yet had campaign repairs completed.
We request your assistance in completing the applicable campaign repairs as owners receive the Follow-Up Notice
and contact your dealership. Please note the follow-up activity may cause an increase in your current campaign
owner appointments. Toyota will continue with additional follow-up activities in the months to come. Please take this
into consideration when analyzing your manpower requirements.
Safety Recalls Covered in the Renotification
Campaign
Model and Model Year
Certain Corolla 2009-2010
Certain Matrix 2009-2010
Certain 2006-2010 RAV4
Certain 2009-2011 Tundra
C0M - Power Window Master Switch (PWMS)
Certain 2007-2009 Camry & Camry HV
Certain Scion xD 2008-2011
Certain Scion xB 2008-2011
Certain Sequoia 2008-2011
Certain 2008-2011 Highlander & Highlander HV
Certain 2006-2010 Tacoma
DSB - Supplemental Restraint System (SRS)
&
Electronic Control Unit (ECU)
Certain 2003-2004 Corolla & Matrix
Certain 2009-2010 Corolla
Certain 2009-2010 Matrix
Certain 2008 -2010 Highlander
E0M - Spiral Cable Replacement
Certain 2009 -2010 Tacoma
Certain 2006 -2008 RAV4
Certain 2006-2010 Yaris
E0S - Excessive Corrosion of the Spare Tire Carrier Cable
E0X - TRD Accessory Wheels and Toyota-recommended
Light Truck Tires
F0H - Roof Headliner
G0F - Rear Outboard Seatbelts
E02 - Rear Leaf Spring
F0U - Exhaust Pipe Replacement for Catalytic Converter
Certain 2004-2011 Sienna
Certain 2008-2014 Tacoma & FJ Cruiser
Certain 2012 – 2015 Yaris
Certain 2012-2014 RAV4 EV
Certain 2006-2012 RAV4
Certain 2005-2011 Tacoma Pre-Runner and 4x4
Vehicles
Certain 2010-2014 Tacoma 2TR-FE vehicles
© 2017 Toyota Motor North America
Follow-Up Owner Notification Letter Mailing Date
The Safety Recall Follow-Up Owner Notification Letters (“owner letters”) will begin in early March. The owner letters
will be mailed, by first class mail as required by Federal Regulation, over a period of several weeks consistent with
parts availability.
Technical Instructions
Technical Instructions to conduct these campaigns can be found on TIS.
Parts Ordering
The applicable parts ordering information can be found in the Dealer Letter and Technical Instructions of the specific
Safety Recall. As a practice, please utilize the following guidelines to determine your parts order for this renotification
activity:
•
•
•
Check current stock levels.
Subsequent orders should be based on customer appointments.
Replenishment orders of parts should be based on a "sell one, buy one" basis.
New Vehicles in Dealer Stock
As required by Federal law, dealers are not to deliver any new vehicles in their inventory that are involved in a Safety
Recall unless the defect has been remedied. Vehicle Safety Recall completion can be verified through TIS.
Pre-Owned Vehicles in Dealer Stock
Toyota requests dealers to conduct the remedy on any pre-owned vehicles in dealer inventory that are covered by a
Safety Recall prior to delivery to the customer.
Customer Handling and Dealership Follow-Up
Please consider this follow-up notice a great opportunity to focus on assuring customers that their safety remains
Toyota’s highest priority. Customers who receive the Safety Recall Follow-Up Notice may contact your dealership
with questions regarding the letter and/or remedy. Please ensure that all customer contact personnel are aware of
these Safety Recalls and know how to accurately answer customer’s questions or how to direct the customer to
someone that can. Please welcome them to your dealership and answer any questions that they may have.
Toyota encourages dealerships to follow-up with their customers by telephone to remind them of the non-completed
Safety Recalls. The following word track has been provided for this purpose. To assure a consistent and accurate
description of the Safety Recall is communicated to the customer, dealership associates are requested to refer to the
specific Safety Recall Q&A (available in TIS) to answer any specific customer questions
Hello [Mr./Ms.] _____________ [Customer Name],
Our dealership __________ [Dealership Name] is following up with you regarding Safety Recall ______
[Safety Recall No.] which involves ________ [Safety Recall Title]. Our records indicate that your vehicle
falls within the parameters of this Safety Recall and as a customer convenience I would like to answer
any questions that you may have. [Answer any questions using the Safety Recall Q&A for the applicable
recall]
May I schedule an appointment for your vehicle to complete this important recall campaign?
What date and time will be convenient for you to bring your vehicle into our service department which
is located at ______ [dealership address]. If you have any further questions or concerns, please contact
me at _________ [contact name and telephone no.]
NOTE: Additional guidelines regarding dealership follow-up for non-completed recalls can be found in Warranty Policy
5.21.
Please review this entire package with your Service and Parts staff to familiarize them with the proper stepby-step procedures required to implement this Owner Renotification of Non-Completed Safety Recalls.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
© 2017 Toyota Motor North America