Toyota ZG4_POL17

DISTRIBUTE TO:
 Service Manager
 Warranty Administrator
Warranty Policy Bulletin
No.:
POL17-04
Date: 03/01/2017
Page:
1 of 7
REVISED 08/01/17
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 08/01/17
2 of 7
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 08/01/17
3 of 7
Claim Submission
Note: If the vehicle is still covered under the New Vehicle Limited Warranty,
submit the repair as a Regular warranty claim.
Option 1: If the entire 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
Option 2: If the entire repair is completed by an outside repair facility, please
sublet the entire repair to an outside repair facility using the following instructions:
Claim Type
Repair
Program
Opcode
BHG29B
OFP
Description
Labor Time
67005-0E232
or
67005-48430
or
67005-48431
or
67005-48432
or
67005-0E230
or
67005-0E231
or
67005-0E232
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
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 08/01/17
4 of 7
Claim Submission (Continued)
Option 3: In cases where some of the repair is completed in-house and the
remainder of the repair is completed by an outside repair facility, combine the
cost from the outside repair facility with the cost from the in-house repair and
sublet the resulting total cost per the following instructions:
Outside Repair Cost + In-House Repair Cost = Total Sublet Amount
Attach the in-house RO and the outside repair facility RO to the warranty claim.
Claim Type
Repair
Program
Opcode
BHG29B
OFP
Description
Labor Time
67005-0E232
or
67005-48430
or
67005-48431
or
67005-48432
or
67005-0E230
or
67005-0E231
or
67005-0E232
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
0 hr./vehicle
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.
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 08/01/17
5 of 7
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 facility:
If all or some of the repair is done by an outside repair facility, 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.
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.
1. Required Parts
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
For vehicles equipped WITHOUT JBL 9 Speaker & Subwoofer, ALL of the parts described in this table, are
required and MUST be replaced as part of the repair covered by Warranty Enhancement Program ZG4. The
warranty system will automatically reject ZG4 warranty claims lacking ANY of the parts described in this table.
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 08/01/17
6 of 7
Replacement Parts (Continued)
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
For vehicles equipped WITH JBL 9 Speaker & Subwoofer, ALL of the parts described in this table, are required
and MUST be replaced as part of the repair covered by Warranty Enhancement Program ZG4. The warranty
system will automatically reject ZG4 warranty claims lacking ANY of the parts described in this table.
2. Back Door Panel Nameplate Parts
Highlander, non-hybrid (With or Without JBL 9 Speaker & Subwoofer)
Model Year
Engine
Part Number
Drive Type
1AR-FE
75444-21220
75442-48090
75444-48090
90975-02071
–
1
–
1
–
1
1
1
1
1
1
1
–
–
–
1
–
–
–
1
1
–
–
1
2WD
2008 – 2009
2GR-FE
4WD
1AR-FE
2WD
2010 – 2013
2GR-FE
4WD
Highlander Hybrid (With or Without JBL 9 Speaker & Subwoofer)
Model Year
2008 – 2009
2010 – 2013
Grade
Part Number
75445-48090
75442-48090
75445-48070
75445-48080
75403-48010
90975-02071
Limited
1
1
–
1
–
1
Other
–
1
–
1
–
1
Limited
1
–
1
–
1
–
Other
–
–
1
–
1
–
Do not order the following backdoor panel nameplate: 90975-02063. In cases
where 90975-02063 is applicable, please order 90975-02071 instead.
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 08/01/17
7 of 7
Replacement Parts (Continued)
3. As Needed Parts
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.