ZH7_Dealer Packa

Toyota Motor Sales, USA, Inc.
19001 South Western Avenue
Torrance, CA 90501
(310) 468-4000
Original Publication Date: July 17, 2017
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
Subject:
Warranty Enhancement Program ZH7
Certain 2007 – 2008 Model Year Tundra
Extension of Warranty Coverage for Frame Corrosion
In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Warranty Enhancement
Program to extend the warranty coverage for Frame Corrosion on certain 2007 – 2008 model year Tundra vehicles.
On May 21, 2017, a settlement of claims in a class action lawsuit involving 2007 – 2008 Toyota Tundra vehicles
regarding frame corrosion was approved. This finally approved class action settlement includes inspection of the
customer’s frame, and if the frames meet or exceed the Rust Perforation Standard based on the Court-ordered
inspection criteria, the frame will be replaced at no cost to the customer. Toyota is currently preparing parts for frame
replacement.
This settlement will also include CRC (Corrosion Resistant Compound) application. Toyota is currently preparing
parts for CRC application process. Once available, CRC application will be covered under a separate Limited Service
Campaign (LSC), and will only be available for vehicles registered in the Cold Climate States1 that pass frame
inspection criteria, and did not:
•
•
Previously have the frame replaced and/or:
Previously had the frame sprayed with CRC under any previous campaign
Frame Inspection
Estimated Launch
Timing*
Available
Frame Replacement
September 2017
Customer
Reimbursement
Available
Frame CRC
Application
July/August 2017
Activity
Notes
As necessary
Upon meeting or exceeding the Rust Perforation Standard based
on Court-ordered inspection criteria
Through Settlement Administrator; see
www.toyotaframesettlement.com
Only for vehicles that do not meet or exceed the Rust Perforation
Standard based on Court-ordered inspection criteria; only for coldclimate states1; under separate LSC; expires May 20, 2019
* Estimated Launch Timing is subject to change based on availability of remedy parts.
1–
District of Columbia (DC), CT, DE, IL, IN, KY, MA, MD, ME, MI, MN, NH, NJ, NY, OH, PA, RI, VA, VT, WI, and
WV.
Background
• Toyota has received reports that certain 2007 through 2008 model
year Tundra vehicles operated in specific cold climate areas (Cold
Climate States) with high road salt usage may exhibit more-thannormal corrosion to the vehicle’s frame.
• Toyota investigated these reports and determined that the frames in
some vehicles may not have corrosion-resistant protection sufficient
Tacoma shown in example.
for use in these areas.
• This combined with prolonged exposure to road salts and other
environmental factors, may contribute to the development of more-than-normal rust in the frame of some vehicles.
• This condition is unrelated to and separate from normal surface rust which is commonly found on metallic surfaces
after some years of usage and/or exposure to the environment.
The following information is provided to inform you and your staff of the program notification schedule and your
anticipated degree of involvement.
© 2017 Toyota Motor North America
W a r r a n t y E n h a n c e m e n t P r o g r a m Z H 7 - D - P a g e |2
Warranty Enhancement Program (WEP) Details
This Warranty Enhancement Program provides enhanced coverage to the vehicle’s “New Vehicle Limited Warranty”
as it applies to frame corrosion. The specific condition covered by this program is rust that satisfies the Rust
Perforation Standard as per the Settlement Agreement. If the condition is verified, the vehicle will be repaired with
a new frame under the terms of this Warranty Enhancement Program.
•
The coverage offers the latter of 12 years from the Date of First Use (DOFU) or 1 year from the date of final
approval (5/21/2017).
This coverage is for warranty work performed at an authorized Toyota dealer only. It is subject to the terms of the Settlement
Agreement and conditions set forth in the New Vehicle Limited Warranty Section of the Owner’s Warranty Information booklet, except
where conflicting with the Settlement Agreement, in which case, the Settlement Agreement controls. For example, damage from
abuse, an accident, theft and/or vandalism is not covered by the New Vehicle Limited Warranty or this warranty enhancement.
Warranty Enhancement Coverage:
If a customer believes their vehicle has been operated in cold climate regions of the United States where high road
salt is frequently used and/or a customer is concerned that their vehicle’s frame has more-than-normal corrosion,
Toyota dealerships are requested to inspect the vehicle’s frame for corrosion using the Court-ordered Frame
Inspection and Replacement Protocol. Based upon the results of the inspection, dealerships are requested to do one
of the following at no charge to the vehicle owner:
•
•
•
For warm climate states, if the vehicle’s frame passes Toyota’s inspection, no further action is required.
For Cold Climate States (District of Columbia (DC), CT, DE, IL, IN, KY, MA, MD, ME, MI, MN, NH, NJ, NY,
OH, PA, RI, VA, VT, WI, and WV), if the vehicle’s frame passes Toyota’s inspection, the vehicle may be eligible
to have Corrosion Resistant Compound (CRC) protection applied. This will be applied under a separate
Limited Service Campaign (LSC).
For all states and territories, if the vehicle’s frame meets or exceeds the standard for frame replacement, the
frame will be replaced at no charge to the customer.
Covered Vehicles
There are approximately 341,200 vehicles covered by this Warranty Enhancement Program. Approximately 700
vehicles involved in this Warranty Enhancement Program were distributed to Puerto Rico.
Model Name
Model Year
UIO
Production Period
Tundra
2007 – 2008
341,200
Late October 2006 – Mid-August 2008
Owner Letter Mailing Date
Toyota will begin to notify owners in late September 2017 and will be mailed over several months. A sample of the
owner notification letter has been included for your reference.
Technician Training Requirements
The repair quality of covered vehicles is extremely important to Toyota. All Toyota 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:
•
•
•
•
Certified Technician (any specialty)
Expert Technician (any specialty)
Master Technician
Master Diagnostic Technician
Final repair must be signed off and validated by a MDT.
Always check which technicians can perform the recall remedy 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 repair.
Carefully review your resources, the technician skill level, and ability before assigning technicians to this repair. It is
important to consider technician days off and vacation schedules to ensure there are properly trained technicians
available to perform this repair at all times.
© 2017 Toyota Motor North America
W a r r a n t y E n h a n c e m e n t P r o g r a m Z H 7 - D - P a g e |3
Remedy Procedures
The Technical Instructions contain inspection criteria for completing the frame inspection, as well as instructions to
access the frame inspection website. The frame must be inspected by a qualified Toyota technician, who will inspect
the frame rails and cross member mounting locations. If any perforation in the frame is found to be 10 mm or larger,
then the frame will be replaced as per the Settlement Agreement. Please use the flow chart below. The TI will be
updated when frame replacement becomes available.
If the vehicle passes the frame inspection, and the CRC application is applicable, instructions will be provided in the
Technical Instructions under the LSC.
Warranty Reimbursement Procedure
blue area
Op Code
GHG21A
ZH7404
Description
2007-2008 MY Frame Inspection – No Significant Perforation
Found
2007-2008 MY Frame Inspection – Qualifying Perforation Found
– Awaiting Frame Replacement
© 2017 Toyota Motor North America
Flat Rate Hour
0.5 hr/vehicle
0.5 hr/vehicle
W a r r a n t y E n h a n c e m e n t P r o g r a m Z H 7 - D - P a g e |4
Loaner Vehicle Reimbursement Procedure
Due to parts procurement limitations, for vehicles that do not pass the Toyota inspection criteria, rental vehicles will
be made available for up to 60 days (maximum $60 per day) if the vehicle is required to remain at the Toyota Dealer
overnight. In appropriate circumstances, where a customer desires a similar vehicle, please make an effort to
accommodate their request.
Op Code
GHG22A
GHG22B
Description
2007 - 2008 MY Vehicle Rental 1-30 days
2007 - 2008 MY Vehicle Rental 31-60 days
Customer Reimbursement
Customers who previously paid for the replacement of a frame, prior to January 3, 2017, are required to submit a
claim to the settlement administrator by July 20, 2017 (60 days after final court approval) for reimbursement
consideration by the Court-appointed Settlement Claims Administrator. Those customers who are eligible for
reimbursement will be provided a check by the settlement administrator. If customers have questions regarding the
status of their reimbursement requests, please have them contact the settlement administrator at 1- 800-481-7948.
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.
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.
Customers with additional questions or concerns may visit the settlement website at www.toyotaframesettlement.com
or may contact the Settlement Administrator at 1-800-481-7948.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
© 2017 Toyota Motor North America
Warranty Enhancement Programs ZH6, ZH7, ZH8, ZH9
Multiple Models and Model Years
Extension of Warranty Coverage for Frame Corrosion
Frequently Asked Questions
Original Publication Date: July 17, 2017
On May 21, 2017, a settlement of claims in a class action lawsuit involving 2005 – 2010 Toyota Tacoma, 2007-2008
Tundra, and 2005-2008 Sequoia vehicles regarding frame corrosion was approved. This finally approved class action
settlement includes inspection of the customer’s frame, and if the frames meet or exceed the Rust Perforation
Standard based upon the Court-ordered inspection criteria, the frame will be replaced at no cost to the customer.
Toyota is currently preparing parts for frame replacement.
This settlement will also include CRC (Corrosion Resistant Compound) application. Toyota is currently preparing
parts for the CRC application process. Once available, CRC application will be covered under a separate Limited
Service Campaign (LSC), and will only be available for vehicles registered in the Cold Climate States1 that pass frame
inspection criteria, and did not:
•
•
Previously have the frame replaced and/or:
Previously had the frame sprayed with CRC under any previous campaign
Model
20052010
Tacoma
20072008
Tundra
20052008
Sequoia
Activity
Frame Inspection
Frame
ReplacementTacoma
Frame
Replacement –
Tundra
Frame
Replacement –
2008 Sequoia
Frame
Replacement –
2005 – 2007
Sequoia
Customer
Reimbursement
Frame CRC
Application
Estimated
Launch
Timing*
Available
As necessary
July/August
2017
Upon meeting or exceeding the Rust Perforation Standard
based on Court-ordered inspection criteria
September 2017
Upon meeting or exceeding the Rust Perforation Standard
based on Court-ordered inspection criteria
August 2017
Upon meeting or exceeding the Rust Perforation Standard
based on Court-ordered inspection criteria
September 2017
Upon meeting or exceeding the Rust Perforation Standard
based on Court-ordered inspection criteria
Available
July/August
2017
Notes
Through Settlement Administrator; see
www.toyotaframesettlement.com
Only for vehicles that do not meet or exceed the Rust
Perforation Standard based on Court-ordered inspection
criteria; only for cold-climate states1; under separate
Limited Service Campaign (LSC); expires May 20, 2019
* Estimated Launch Timing is subject to change based on availability of remedy parts.
1–
District of Columbia (DC), CT, DE, IL, IN, KY, MA, MD, ME, MI, MN, NH, NJ, NY, OH, PA, RI, VA, VT, WI, and
WV.
FAQ Page 1 of 3
© 2017 Toyota Motor North America
Q1:
A1:
What is the condition?
On the subject vehicles, Toyota has received reports that certain vehicles operated in specific cold climate
areas (Cold Climate States) with high road salt usage may exhibit more-than-normal corrosion to the vehicle’s
frame. Toyota investigated these reports and determined that the frames in some vehicles may not have
corrosion-resistant protection sufficient for use in these areas. This, combined with prolonged exposure to
road salts and other environmental factors, may contribute to the development of more-than-normal rust in the
frame of some vehicles. This condition is unrelated to and separate from normal surface rust which is
commonly found on metallic surfaces after some years of usage and/or exposure to the environment.
Q2:
A2:
What is Toyota offering and why?
On May 21, 2017, a settlement of the class action relating to Vehicle Frame Corrosion was finally approved
by the Court. As part of the class action settlement, Toyota will initiate a Warranty Enhancement Program
(WEP) to inspect affected vehicle’s frames, and, if necessary, replace the vehicle’s frame. If the vehicle’s
frame passes the inspection, and is registered in a Cold Climate State, the customer will be offered a Frame
CRC application. This WEP will be available for 1 year from May 21, 2017 or 12 years from the vehicle’s Date
of First Use (DOFU), whichever is longer. The CRC application will be offered under a separate Limited
Service Campaign for a period of two years from the date of court approval.
Q3:
A3:
What is Toyota going to do?
Toyota will send (in phases consistent with parts availability and repair capacity), starting in August, 2017, an
owner notification by first class mail advising owners to make an appointment with their authorized Toyota
dealer to have their frame inspected.
If the owner experiences the condition described above, they should contact their local authorized Toyota
dealership for diagnosis. If the vehicle exhibits significant rust perforation based on Toyota inspection criteria,
the dealer will replace the vehicle’s frame with a new one at NO CHARGE to the customer.
Q4:
A4:
Which and how many vehicles are covered by this Warranty Enhancement Program?
There are approximately 1,385,100 vehicles covered by this Warranty Enhancement Program.
Model
Tacoma
Tundra
Sequoia
Q5:
A5:
Model Year
2005 – 2010
2007 – 2008
2005 – 2008
UIO
887,000
341,200
156,900
Production Period
Mid-September 2004 – Mid-July 2010
Late October 2006 – Mid-August 2008
Late March 2004 – Early August 2008
What are the parameters of this Warranty Enhancement Program (WEP) and Limited Service
Campaign (LSC)?
The terms of the WEP are:
•
The coverage offers the latter of 12 years from the Date of First Use (DOFU) or 1 year
from the date of final approval (5/21/2017).
This coverage is for warranty work performed at an authorized Toyota dealer only. It is subject to
the terms of the Settlement Agreement and conditions set forth in the New Vehicle Limited
Warranty Section of the Owner’s Warranty Information booklet, except where conflicting with the
Settlement Agreement, in which case, the Settlement Agreement controls. For example, damage
from abuse, an accident, theft and/or vandalism is not covered by the New Vehicle Limited
Warranty or this warranty enhancement.
The terms of the LSC are:
•
•
The coverage offers two years from the date of final approval (5/21/2017).
Vehicle must be currently registered in a cold-climate state.
FAQ Page 2 of 3
© 2017 Toyota Motor North America
Q5a:
A5a:
Are there any exclusions and limitations?
This WEP does not cover cosmetic damage or breakage due to outside forces, damage incurred
from abuse, vandalism, flood, misuse, tampering, a crash, and/or other impact, animal damage, fire,
or carbon build-up.
The WEP does not apply to vehicles that have flood damaged titles or vehicles that were sent to a
salvage yard, junkyard, wreckage facility or similar entity.
This WEP is applicable only to vehicles that were originally distributed in the U.S. or the U.S.
Territories. The vehicle must have been ever registered in the United States, unless proof is provided
that it could not be registered due to excessive corrosion on the vehicle’s frame.
Imported vehicles (ex. Mexico and Canada) are not covered, even if currently registered in the US.
Q5b:
A5b:
Q6:
A6:
What if used to live in a Cold Climate State, but now do not?
Application of the Corrosion Resistant Compounds will be based on where the subject vehicle is
currently registered.
If you suspect your vehicle exhibits this condition, do you need to make an appointment with your
dealership?
Yes. You should take your vehicle to a Toyota dealership if you suspect your vehicle is exhibiting the condition
described. The dealership will inspect the vehicle as per the parameters of the Warranty Enhancement
Program. If you have not experienced this condition, please apply the sticker to your Owner’s Warranty
Information booklet for future reference.
Q7:
A7:
Is the Warranty Enhancement Program coverage transferable if I sell my vehicle?
Yes. This Warranty Enhancement Program coverage is fully transferrable to subsequent vehicle owners for
the condition and terms specified in the notification letter.
Q8:
A8:
How long will the repair take?
The inspection of the vehicle’s frame will take approximately 2 hours. If frame corrosion that meets or exceeds
the Rust Perforation Standard is found and the frame requires replacement, the repair will take approximately
one week. A complimentary loaner vehicle will be offered if frame replacement is required. Depending upon
the dealer’s work schedule, however, it may be necessary to make the vehicle available for a longer period of
time.
Q9:
Tacoma only - What if I previously had my frame replaced or sprayed with CRC (Corrosion Resistant
Compound)?
Your vehicle is covered under this WEP regardless of whether the frame was sprayed with CRC or replaced
during a previous Toyota campaign.
A9:
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 Standard
Time.
Customers with additional questions or concerns may visit the settlement website
www.toyotaframesettlement.com or may contact the Settlement Administrator at 1-800-481-7948.
at
FAQ Page 3 of 3
© 2017 Toyota Motor North America
TOYOTA
Toyota Motor Sales, USA, Inc.
19001 South Western Avenue
Torrance, CA 90501
(310) 468-4000
WARRANTY ENHANCEMENT NOTIFICATION – ZH7
[VIN]
PL
E
Dear Toyota Owner:
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 as part of a finally approved and implemented class action settlement.
Toyota has received a number of reports regarding frame corrosion on 2007 – 2008 model year Tundra vehicles.
While not all vehicles will experience this condition, we are offering the following New Vehicle Warranty Extension:
Warranty Enhancement Program Details
•
1
Peel and Stick
Label onto the
Owner’s Warranty
Information Booklet
M
This Warranty Enhancement Program provides enhanced coverage to the vehicle’s “New
Vehicle Limited Warranty” as it applies to frame corrosion. The specific condition covered
by this program involves rust perforation, i.e. “Rust Perforation Standard.” If perforation
of the frame from rust corrosion meets or exceeds the Rust Perforation Standard, the
frame will be replaced at no cost under the terms of this Warranty Enhancement Program.
If the perforation does not meet or exceed the Rust Perforation Standard, and the vehicle
is registered in a Cold Climate State1, the dealer may apply CRC (Corrosion Resistant
Compound) to the frame, if not previously applied and the frame was not previously
replaced.
The coverage offers the latter of 12 years from the Date of First Use (DOFU) or 1
year from the date of final approval (5/21/2017).
– District of Columbia (DC), CT, DE, IL, IN, KY, MA, MD, ME, MI, MN, NH, NJ, NY,
OH, PA, RI, VA, VT, WI, and WV.
SA
This coverage is for warranty work performed at an authorized Toyota dealer only, and is limited to your
specific vehicle whose Vehicle Identification Number (VIN) is printed below. It is subject to the terms of
the Settlement Agreement and conditions set forth in the New Vehicle Limited Warranty Section of the
Owner’s Warranty Information booklet, except where conflicting with the Settlement Agreement, in
which case, the Settlement Agreement controls. 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
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.
Please contact any authorized Toyota dealer and make arrangements for inspection, 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.
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.
Customers with additional questions or concerns may visit the settlement website at www.toyotaframesettlement.com
or may contact the Settlement Administrator at 1-800-481-7948.
Thank you for driving a Toyota.
Sincerely,
SA
M
PL
E
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
ZH7
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 pursuant to the terms of a Court-approved Settlement Agreement.
Q2:
If you suspect your vehicle exhibits this condition, do you need to make an appointment with your
dealership?
Yes. You should take your vehicle to an authorized Toyota dealership if you suspect your vehicle is exhibiting
the condition described. The dealership will inspect the vehicle as per the parameters of the Warranty
Enhancement Program. If you have not experienced this condition, please apply the sticker to your
Owner’s Warranty Information booklet for future reference.
A2:
PL
E
Q1:
A1:
Is the Warranty Enhancement Program coverage transferable if I sell my vehicle?
Yes, this Warranty Enhancement Program 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
inspection and, if applicable, repair.
Q5:
A5:
How long will the repair take?
The inspection of the vehicle’s frame will take approximately 2 hours. If frame corrosion that meets or exceeds
the Rust Perforation Standard is found, and the frame requires replacement, the repair will take approximately
one week. A complimentary loaner vehicle will be offered if frame replacement is required. Depending upon
the dealer’s work schedule, however, it may be necessary to make the vehicle available for a longer period of
time.
Q6:
A6:
What if I previously had my frame replaced or sprayed?
Your vehicle is covered under this WEP regardless if the frame was sprayed with CRC or replaced during a
previous Toyota campaign.
SA
M
Q3:
A3:
Q7:
A7:
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.
Customers with additional questions or concerns may visit the settlement website
www.toyotaframesettlement.com or may contact the Settlement Administrator at 1-800-481-7948.
at