ZH4_Dealer Lette

Toyota Motor Sales, USA, Inc.
19001 South Western Avenue
Torrance, CA 90501
(310) 468-4000
Original Publication Date: August 3, 2017
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
Subject:
Warranty Enhancement Program ZH4
Certain 2011 – 2016 Model Year Sienna Vehicles
Extension of Warranty Coverage for the Sliding Door Front Lock Assemblies
In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Warranty Enhancement
Program to extend the warranty coverage for the sliding door front lock assemblies on certain 2011 – 2016 model
year Sienna vehicles.
Background
Toyota has received a number of reports regarding sliding door front lock assemblies on certain 2011 – 2016 model
year Sienna vehicles. In these reports, during the closing operation of the left and/or right side sliding door, the door
would not completely close and latch due to corrosion on the latch lever pin of the door’s front lock assembly.
Although the sliding door front lock assemblies are covered by Toyota’s New Vehicle Limited Warranty for 3 years or
36,000 miles (whichever comes first), we at Toyota care about the customers’ ownership experience. Toyota is now
extending the warranty coverage for repairs related to when, during the closing operation of the left and/or right side
sliding door, the door would not completely close and latch due to corrosion on the latch lever pin of the door’s front
lock assembly.
The following information is provided to inform you and your staff of the program notification schedule and your
degree of involvement.
Warranty Enhancement Program Details
This Warranty Enhancement Program provides additional warranty coverage to the vehicle’s sliding door front
lock assemblies beyond the vehicle’s original “New Vehicle Limited Warranty”. The specific condition covered by
this Warranty Enhancement Program is that, during the closing operation of the left and/or right side sliding door,
the door does not completely close and latch due to corrosion on the latch lever pin of the door’s front lock
assembly. If the condition is verified, the affected sliding door front lock assembly(s) will be replaced with a new
one under the terms of this Warranty Enhancement Program.

The warranty coverage provided by this Warranty Enhancement Program is applicable for 9 years from the
vehicle’s date of first use, regardless of mileage.
This coverage is for warranty work performed at an authorized Toyota dealer only. It is subject to the same terms and conditions set
forth in the New Vehicle Limited Warranty Section of the Owner’s Warranty Information booklet. For example, damage from abuse,
an accident, theft and/or vandalism is not covered by the New Vehicle Limited Warranty or this Warranty Enhancement Program.
Covered Vehicles
There are approximately 737,100 vehicles covered by this Warranty Enhancement Program. Approximately 3,600
vehicles covered by this Warranty Enhancement Program were distributed to Puerto Rico.
Model Name
Model Year
Production Period
Sienna
2011 - 2016
Early January 2010 – Early February 2016
Owner Letter Mailing Date
Toyota will begin to notify owners in August 2017 and notifications will be mailed over several months. A sample of
the owner notification letter has been included for your reference.
© 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 4 - D - P a g e |2
Technician Training Requirements
The repair quality of covered vehicles is extremely important to Toyota. All 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
Always check which technicians can perform this repair 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 that there are properly trained
technicians available to perform this repair at all times.
Remedy Procedures
Technical instructions for this warranty extension program can be found in T-SB-0244-17.
Parts Ordering Process - Non SET and GST Parts Ordering Process
Due to potentially limited availability, the parts may have been placed on either Manual Allocation Control (MAC) or
Dealer Ordering Solutions (DOS). As the parts inventory changes, the ordering process may change. Please check
the Toyota Special Activities MAC/DOS report on Dealer Daily for the most up-to-date parts ordering information.
As this is an extension of the warranty, most customers will only request reimbursement from TMS for past
replacements; dealers should not increase their stock of related repair parts. Dealers are requested to only order
parts for vehicles experiencing this condition only. DO NOT ORDER FOR STOCK. As always, if a customer
experiences the condition described, dealers should conduct appropriate diagnosis and order the applicable parts.
Refer to Warranty Policy Bulletin POL17-13 for additional parts ordering information.
All Warranty Enhancement Program (WEP) parts are eligible for the Monthly Parts Return Program. Please refer to
PANT Bulletin 2011-087 for campaign parts that are currently returnable under the Monthly Parts Return Program
and for additional details.
Warranty Reimbursement Procedure
Refer to Warranty Policy Bulletin POL17-13 for warranty claim processing instructions. All parts replaced for
this repair are subject to warranty part recovery.
Claim Filing Accuracy and Correction Requests
It is the dealer’s responsibility to file claims correctly for this Warranty Enhancement Program. This claim filing
information is used by Toyota for various government reporting activities; therefore, claim filing accuracy is crucial. If
it has been identified that a claim has been filed using an incorrect opcode or a claim has been filed for an incorrect
VIN, refer to Warranty Procedure Bulletin PRO17-03 to correct the claim.
Customer Reimbursement
Reimbursement consideration instructions will be included in the owner notification letter.
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.
© 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 4 - D - P a g e |3
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.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
© 2017 Toyota Motor North America
Warranty Enhancement Program ZH4
Certain 2011 – 2016 Model Year Sienna Vehicles
Extension of Warranty Coverage for the Sliding Door Front Lock Assemblies
Frequently Asked Questions
Original Publication Date: August 3, 2017
Q1:
A1:
What is the condition?
Toyota has received a number of reports regarding sliding door front lock assemblies on certain 2011 –
2016 model year Sienna vehicles. In these reports, during the closing operation of the left and/or right side
sliding door, the door would not completely close and latch due to corrosion on the latch lever pin of the
door’s front lock assembly.
Q2:
A2:
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 of this Warranty Enhancement Program.
If the owner experiences the condition described above, he/she should contact their local authorized Toyota
dealership for diagnosis. If the condition is verified in one or both of the sliding door front lock assemblies,
the dealer will replace the affected sliding door front lock assembly with a new one at NO CHARGE to the
customer.
Q3:
A3:
Which and how many vehicles are covered by this Warranty Enhancement Program?
There are approximately 737,100 vehicles covered by this Warranty Enhancement Program.
Q3a:
A3a:
Q4:
A4:
Model Name
Model Year
Production Period
Sienna
2011 - 2016
Early January 2010 – Early February 2016
Are there any other Lexus/Toyota/Scion vehicles covered by this Warranty Enhancement
Program in the U.S.?
No, there are no other Lexus/Toyota/Scion vehicles covered by this Warranty Enhancement
Program.
What are the details of this coverage?
This Warranty Enhancement Program provides enhanced coverage to the vehicle’s “New Vehicle Limited
Warranty” as it applies to the sliding door front lock assemblies. If the condition is verified in one or both of
the sliding door front lock assemblies, the affected sliding door front lock assembly(s) will be replaced with a
new one under the terms of this Warranty Enhancement Program.
This Warranty Enhancement Program provides additional warranty coverage to the vehicle’s sliding door
front lock assemblies beyond the vehicle’s original “New Vehicle Limited Warranty”. The specific condition
covered by this Warranty Enhancement Program is that, during the closing operation of the left and/or
right side sliding door, the door does not completely close and latch due to corrosion on the latch lever pin
of the door’s front lock assembly. If the condition is verified, the affected sliding door front lock
assembly(s) will be replaced with a new one under the terms of this Warranty Enhancement Program.

The warranty coverage provided by this Warranty Enhancement Program is applicable for 9 years
from the vehicle’s date of first use, regardless of mileage.
This coverage is for warranty work performed at an authorized Toyota dealer only. It is subject to the same terms and
conditions set forth in the New Vehicle Limited Warranty Section of the Owner’s Warranty Information booklet. For example,
damage from abuse, an accident, theft and/or vandalism is not covered by the New Vehicle Limited Warranty or this
Warranty Enhancement Program.
© 2017 Toyota Motor North America
FAQ Page 1 of 3
Q5:
A5:
What should an owner do if experiencing this condition?
If an owner thinks that he/she has experienced the condition described in this Warranty Enhancement
Program, a local Toyota dealer should be contacted for appropriate diagnosis and repair. If the condition is
verified as being in accordance with the terms of the warranty extension, the repair will be performed at NO
CHARGE.
Q5a:
A5a:
Q5b:
A5b:
Q6:
A6:
Q7:
A7:
What if the diagnosis is performed and my vehicle is not covered by the Warranty
Enhancement Program?
Please be aware that, if the condition is not covered by this Warranty Enhancement Program, you
may be responsible for the initial diagnostic fees and any other repairs you may decide to have
performed. Any authorized Toyota Dealership can determine if a condition is covered by this
Warranty Enhancement Program.
What if an owner HAS NOT experienced this condition but would like to have the repair
completed?
This Warranty Enhancement Program only applies to vehicles that have exhibited the condition
described above. If an owner has not experienced the condition, he/she is asked to apply the
Warranty Enhancement Notification sticker to the Owners Warranty Information Booklet for future
reference.
If the condition is present in my vehicle, will the left and/or right sliding door become difficult to
slide?
No, if the condition is present, the left and/or right sliding door will not become difficult to slide. However, the
affected sliding door will not completely close and latch.
Are there any warnings that the condition exists?
If the condition occurs, the open door warning light, shown below, will illuminate on the instrument cluster
and a buzzer will sound because the left and/or right sliding door cannot completely close and latch.
Warning Light
Warning light/Details/Actions
Open door warning light (warning buzzer)
Indicates that one or more of the doors
or the back door is not fully closed
Q8:
A8:
Which parts are covered by this Warranty Enhancement Program?
The following parts are covered by this Warranty Enhancement Program


LH sliding door front lock assembly. (This part is located inside of the LH sliding door.)
RH sliding door front lock assembly. (This part is located inside of the RH sliding door.)
Note: Both of the above parts are covered by this Warranty Enhancement Program. However, only parts that
are verified to be affected by the condition will be replaced under the terms of this Warranty Enhancement
Program.
Q9:
A9:
How long will the repair take?
The repair time ranges between 45 minutes and 1.5 hours depending upon which parts require replacement.
However, depending upon the dealer’s work schedule, it may be necessary to make the vehicle available for
a longer period.
Q10:
A10:
What if I previously paid for repairs related to this Warranty Enhancement Program?
Reimbursement consideration instructions will be provided in the owner letter.
© 2017 Toyota Motor North America
FAQ Page 2 of 3
Q11:
A11:
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.
Q12:
A12:
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.
© 2017 Toyota Motor North America
FAQ Page 3 of 3
TOYOTA
Toyota Motor Sales, USA, Inc.
19001 South Western Avenue
Torrance, CA 90501
(310) 468-4000
WARRANTY ENHANCEMENT NOTIFICATION – ZH4
[VIN]
Dear Toyota Owner:
E
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.
PL
Toyota has received a number of reports regarding sliding door front lock assemblies on certain 2011 – 2016 model
year Sienna vehicles. In these reports, during the closing operation of the left and/or right side sliding door, the door
would not completely close and latch due to corrosion on the latch lever pin of the door’s front lock assembly. While
the majority of vehicles will not experience this condition, we are offering the following New Vehicle Warranty
Extension:
Warranty Enhancement Program Details
The warranty coverage provided by this Warranty Enhancement Program is
applicable for 9 years from the vehicle’s date of first use, regardless of mileage.
SA

M
This Warranty Enhancement Program provides additional warranty coverage to the
vehicle’s sliding door front lock assemblies beyond the vehicle’s original “New Vehicle
Limited Warranty”. The specific condition covered by this Warranty Enhancement
Program is that, during the closing operation of the left and/or right side sliding door, the
door does not completely close and latch due to corrosion on the latch lever pin of the
door’s front lock assembly. If the condition is verified, the affected sliding door front lock
assembly(s) will be replaced with a new one under the terms of this Warranty
Enhancement Program.*
Please note that this coverage is for warranty work performed at an authorized Toyota
dealer only.
This Warranty Enhancement Program is limited to your specific vehicle whose Vehicle Identification Number (VIN)
is printed below and is subject to the same terms and conditions set forth in the New Vehicle Limited Warranty
Section of your Owner’s Warranty Information booklet. For example, damage from abuse, an accident, theft and/or
vandalism is not covered by the New Vehicle Limited Warranty or this Warranty Enhancement Program.
VIN#
Date of First Use
*Please see your Toyota dealer for additional details
Peel and Stick
Label onto the
Owner’s Warranty
Information Booklet
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.
If you have experienced this condition, please contact any authorized Toyota dealer and make
arrangements for 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.
PL
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
E
If you have previously paid for repairs related to this condition, please mail a copy of your repair order, proof-ofpayment, and ownership information to the following address for reimbursement consideration:
Please refer to the attached Reimbursement Checklist for required documentation details.
We have sent this notice in the interest of your continued satisfaction with our products, and we sincerely regret any
inconvenience this condition may have caused you.
Sincerely,
M
Thank you for driving a Toyota.
SA
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
ZH4
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 Warranty
Enhancement Program.
Q2:
A2:
If my vehicle does not have this condition, do I need to make an appointment with my dealership?
No, you do not need to take your vehicle to a dealership unless your vehicle is exhibiting the condition
described in this letter. If you have not experienced this condition, please apply the sticker to your
Owner’s Warranty Information booklet for future reference.
Q3:
A3:
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
diagnosis and, if applicable, repair.
Q3a:
Q4:
If the condition is present in my vehicle, will the left and/or right sliding door become difficult to
slide?
No, if the condition is present, the left and/or right sliding door will not become difficult to slide. However, the
affected sliding door will not completely close and latch.
SA
A4:
What if the diagnosis is performed and my vehicle is not covered by the Warranty
Enhancement Program?
Please be aware that, if the condition is not covered by this Warranty Enhancement Program, you
may be responsible for the initial diagnostic fees and any other repairs you may decide to have
performed. Any authorized Toyota Dealership can determine if a condition is covered by this
Warranty Enhancement Program.
M
A3a:
PL
E
Q1:
A1:
Q5:
A5:
Are there any warnings that the condition exists?
If the condition occurs, the open door warning light, shown below, will illuminate on the instrument cluster
and a buzzer will sound because the left and/or right sliding door cannot completely close and latch.
Warning Light
Warning light/Details/Actions
Open door warning light (warning buzzer)
Indicates that one or more of the doors
or the back door is not fully closed
Q6:
A6:
Which parts are covered by this Warranty Enhancement Program?
The following parts are covered by this Warranty Enhancement Program:


LH sliding door front lock assembly. (This part is located inside of the LH sliding door.)
RH sliding door front lock assembly. (This part is located inside of the RH sliding door.)
Note: Both of the above parts are covered by this Warranty Enhancement Program. However, only parts that
are verified to be affected by the condition will be replaced under the terms of this Warranty Enhancement
Program.
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?
If the condition is present on your vehicle, the repair will range between 45 minutes and 1.5 hours depending
upon which parts require replacement. However, depending upon the dealer’s work schedule, it may be
necessary to make the vehicle available for a longer period.
Q9:
A9:
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.
SA
M
PL
E
Q7:
A7: