ZG4_POL17-04_War

DISTRIBUTE TO:
 Service Manager
 Warranty Administrator
Warranty Policy Bulletin
No.:
POL17-04
Date: 03/01/2017
Page:
1 of 6
REVISED 06/26/17
SUBJECT: WARRANTY ENHANCEMENT PROGRAM (ZG4):
CERTAIN 2008–2013 MODEL YEAR HIGHLANDER AND
HIGHLANDER HYBRID VEHICLES
EXTENSION OF WARRANTY COVERAGE FOR THE
POWER BACK DOOR
Background
Toyota has received reports of customer concerns in which 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 certain instances, the
power back door closes, but produces a pop or clunking noise.
Applicability
The power back door is covered by Toyota’s New Vehicle Limited Warranty* for 3
years or 36,000 miles (whichever occurs first). However, Toyota is announcing a
Warranty Enhancement Program to cover repairs related to when the power back
door does not close properly as described above.
Primary Coverage offers the Warranty Enhancement until October 25, 2018,
with no mileage limitation.
After the Primary Coverage period ends, the Secondary Coverage is applicable
for eight (8) years from the date-of-first use, or 150,000 miles, whichever
occurs first.
Verify VIN applicability for this Warranty Enhancement by checking the Technical
Information System (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 of this
policy may result in a claim debit.
Toyota Warranty Policy Bulletin
POL17-04
03/01/17
REVISED 06/26/17
2 of 6
Applicability (Continued)
*This 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 Warranty Enhancement pursuant to Warranty Policy 4.17,
“What Is Not Covered by the Toyota New Vehicle Limited Warranty”.
Covered Vehicles
Not all vehicles are covered by this warranty enhancement. Verify VIN
applicability for this warranty enhancement by checking TIS before completing
any repairs.
Technician Training Requirements for Hatch Deformation Inspection ONLY
The repair quality of covered vehicles is extremely important to Toyota. All
dealership technicians performing this 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 repair
performed correctly; technicians performing this inspection are required to
currently hold at least one of the following certification levels:
• Maintenance-Level Technician or Higher
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.
Claims for inspections 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
POL17-04
03/01/17
REVISED 06/26/17
3 of 6
Claim Submission
Note: If the vehicle is still covered under the New Vehicle Limited Warranty,
submit the repair as a Regular warranty claim.
If the repair is completed in house, please submit per the following instructions:
Claim Type
Repair
Program
Opcode
BHG29A
OFP
67005-0E232
or
67005-48430
or
67005-48431
or
67005-48432
or
67005-0E230
or
67005-0E231
or
67005-0E232
Description
Labor Time
Hatch Deformation Inspection
+
Replacement of Back Door Panel
+
Replacement of Back Door Hinges
+
Replacement of Back Door Stays
+
10.5 hr./vehicle
Replacement of Back Door
Weather-strip
+
Replacement of Outside Garnish
+
Replacement of Back Door Motor
+
Paint/Paint Materials
If the repair is completed by an outside repair shop, please sublet the repair to an
outside repair shop using the following instructions:
Claim Type
Repair
Program
Opcode
OFP
BHG29B
67005-0E232
or
67005-48430
or
67005-48431
or
67005-48432
or
67005-0E230
or
67005-0E231
or
67005-0E232
Description
Hatch Deformation Inspection*
+
Replacement of Back Door Panel
+
Replacement of Back Door Hinges
+
Replacement of Back Door Stays
+
Replacement of Back Door
Weather-strip
+
Replacement of Outside Garnish
+
Replacement of Back Door Motor
+
Paint/Paint Materials
Labor Time
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
POL17-04
03/01/17
REVISED 06/26/17
4 of 6
Sublet
The sublet cost for opcode BHG29B should be claimed under sublet type ‘ZZ’.
*Include the cost of the Hatch Deformation Inspection as follows:
Cost of Hatch Deformation Inspection = 0.5 hours X dealer hourly rate.
Rental
In house repair:
If the repair is done in house, a rental may be provided. A maximum 2 day rental
is allowed and should not exceed $35/day.
When submitting claims with rental, use “RT” sublet type and “LNM” as the sublet
reason code.
Outside repair shop:
If the repair is done by an outside repair shop, a rental may be provided. A
maximum 7 day rental is allowed and should not exceed $35/day.
When submitting claims with rental, use “RT” sublet type and “LNM” as the sublet
reason code.
Attachments
If the repair is completed by an outside repair shop, a copy of the outside repair
shop’s RO is required to be attached to the claim.
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.
Toyota Warranty Policy Bulletin
POL17-04
03/01/17
REVISED 06/26/17
5 of 6
Replacement Parts
All parts replaced for this repair are subject to warranty parts recovery.
Dealers are requested to order all of the necessary parts for one repair using
ONE Dealer Order Reference Number.
Complete a TIS VIN inquiry to determine if a vehicle is equipped with JBL 9
Speaker & Subwoofer. Vehicles involved with ZG4 are equipped with JBL 9
Speaker and Subwoofer as either standard equipment or as an accessory.
Dealers may now claim the cost of ordering nameplates (emblems) for the power
back door panel sub-assembly.
Required parts for vehicles equipped WITHOUT JBL 9 Speaker & Subwoofer
Model
Highlander &
Highlander HV
Part Number
Description
Qty
67005-48860
Panel Sub-assy, Back Door
1
04006-32148
Kit, Stay, Back Door, RH, w/o Woofer
1
04006-32248
Kit, Stay, Back Door, LH, w/o Woofer
1
04006-32548
Kit, Weather-strip and PBD Bolt
1
04006-4110E
Kit, PBD Motor
1
04006-4120E
Kit, Hinge, Back Door
1
04006-4130E
Kit, Parts for Outside Garnish R/R
1
ALL of these parts MUST be replaced as part of the repair covered by Warranty
Enhancement Program ZG4.
Required parts for vehicles equipped WITH JBL 9 Speaker & Subwoofer
Model
Highlander &
Highlander HV
Part Number
Description
Qty
67005-48860
Panel Sub-assy, Back Door
1
04006-32348
Kit, Stay, Back Door, RH, w/Woofer
1
04006-32448
Kit, Stay, Back Door, LH, w/Woofer
1
04006-32548
Kit, Weather-strip and PBD Bolt
1
04006-4110E
Kit, PBD Motor
1
04006-4120E
Kit, Hinge, Back Door
1
04006-4130E
Kit, Parts for Outside Garnish R/R
1
ALL of these parts MUST be replaced as part of the repair covered by Warranty
Enhancement Program ZG4.
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.
Toyota Warranty Policy Bulletin
POL17-04
03/01/17
REVISED 06/26/17
6 of 6
Replacement Parts (Continued)
As needed parts are the following:
Model
Part Number
Description
Qty
Highlander &
Highlander HV
90189-05180
Grommet, Screw
As needed
(Up to 8 per vehicle)
Technical Instructions (Repair Procedures)
For Highlander and Highlander Hybrid, technical instructions can be found in
T-SB-0191-17. 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 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.