ZE7_WEP_Warranty

DISTRIBUTE TO:
 Service Manager
 Warranty Administrator
Warranty Policy Bulletin
0B
No.:
POL14-12
Date:
12/16/14
Page:
1 of 4
REVISED 4/30/15
SUBJECT: WARRANTY ENHANCEMENT PROGRAM (ZE7) PHASE 1:
WARRANTY EXTENSION FOR EXCESSIVE ENGINE OIL
CONSUMPTION FOR THE FOLLOWING VEHICLES:
• CERTAIN 2007-2009 MY CAMRY
• CERTAIN 2007-2011 MY CAMRY HYBRID
• CERTAIN 2007-2008 MY CAMRY SOLARA
• CERTAIN 2009-2011 MY COROLLA
• CERTAIN 2009-2013 MY COROLLA MATRIX
• CERTAIN 2006-2008 MY RAV4
• CERTAIN 2007-2010 MY SCION TC
• CERTAIN 2008-2015 MY SCION XB
Background
Toyota has received some reports where vehicles may exhibit excessive engine
oil consumption.
This Warranty Enhancement Program will be launched in two phases due to
current part production capacity limitations. Initially, Toyota will inform owners
that they may seek reimbursement consideration for previous repairs to address
excessive oil consumption. Additionally, owners will be advised that if they
believe their vehicle has excessive engine oil consumption, they can contact an
authorized Toyota dealer to have the engine oil consumption test performed to
determine if they will be eligible for future part replacement once sufficient parts
are available. Once sufficient parts are produced, Toyota will send a second
owner notification letter to customers informing them they may seek part
replacement if their vehicle has excessive engine oil consumption.
Applicability
The engine is covered under the Toyota New Vehicle Limited Warranty for 5
years from the date of first use or 60,000 miles (whichever occurs first).
However, Toyota is announcing a Warranty Enhancement Program to cover
warranty work for parts replacement to address excessive engine oil
consumption*.
*NOTE: Eligibility for parts replacement under this Warranty Enhancement
Program is dependent on the results of a dealer performed engine oil
consumption test.
Toyota Warranty Policy Bulletin
POL14-12
12/16/14
REVISED 4/30/15
2 of 4
Applicability (Continued)
This Warranty Enhancement Program provides a Primary and Secondary
coverage extension to the vehicle’s “New Vehicle Limited Warranty” for
replacement of parts related to Excessive Engine Oil Consumption. If the
condition is verified, warranty work will be performed in accordance with
applicable Technical Service Bulletin under the terms of this Warranty
Enhancement Program. The repair TSB will be added at the launch of Phase 2.
Primary Coverage offers the warranty enhancement until October 31, 2016
regardless of mileage.
After the Primary Coverage expires, the Secondary Coverage is applicable for
ten (10) years from the date of first use or 150,000 miles, whichever occurs
first.
Verify VIN applicability for this warranty enhancement by checking 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 with
this policy may result in a claim debit.
This Warranty Enhancement Program is subject to all the terms and
conditions set forth in the Toyota New Vehicle Limited Warranty. For
example, improper maintenance, lack of required maintenance, or the use
of fluids other than those specified in the Warranty and Maintenance Guide,
is not covered by the New Vehicle Limited Warranty or this Warranty
Enhancement.
Covered Vehicles
Not all vehicles within the specified model years are covered by this warranty
enhancement. Verify VIN applicability for this warranty enhancement by
checking TIS before completing any repairs.
Oil Consumption Testing and Documentation
During Phase 1, owners may request to have an oil consumption test performed
to confirm if their vehicle will be eligible for part replacement during Phase 2 once
sufficient parts become available.
Procedures for the oil consumption test can be found in T-SB-0158-14 (Toyota)
and S-SB-0031-14 (Scion).
IMPORTANT: All warranty claims submitted will require oil consumption test
documentation. The completed technician sign off sheet, provided in the TSB,
must be attached to the claim.
Toyota Warranty Policy Bulletin
POL14-12
12/16/14
REVISED 4/30/15
3 of 4
Oil Consumption Testing and Documentation (Continued)
If the vehicle does not qualify for warranty work based upon the oil consumption
test performed, one (1) additional oil consumption test can be performed (free of
charge under the Program) after 6 months or 5,000 miles has lapsed if the
vehicle is still within the terms and conditions of the Warranty Enhancement
Program. A maximum of two (2) engine oil consumption tests will be performed
free of charge under this Warranty Enhancement Program.
Phase 1 Claim Submission
Claim
Type
Opcode
ZE7INS*
Repair
Program
AHGC3A
AHGC3B
•
•
•
*
Description
Initiate Oil Consumption Test at
Customer Request
Performed Oil Consumption Test –
FAIL – ELIGIBLE FOR PART
REPLACEMENT UNDER PHASE 2
Performed Oil Consumption Test –
PASS – NOT ELIGIBLE
Labor Time
OFP
0.0 hr./vehicle
13211-#####
0.6 hr./vehicle
Vehicles using 0W-20 engine oil:
 The actual cost for the engine oil consumption test may be claimed by
sublet type “OF” at a maximum cost of $23.00 per vehicle, which includes
replenishment 0W-20 engine oil (PN 00279-0WQTE-01) up to 3 quarts.
(Dealers must use quart bottles for testing. Bulk oil is not authorized for
this operation.)
Vehicles using 5W-20 engine oil:
 The actual cost for the engine oil consumption test may be claimed by
sublet type “OF” at a maximum cost of $14.00 per vehicle, which includes
replenishment 5W-20 engine oil (PN 00279-1QT20-01) up to 3 quarts.
(Dealers must use quart bottles for testing. Bulk oil is not authorized for
this operation.)
Dealers must attach the technician sign off sheet, provided in the TSB, to the
warranty claim.
Opcode “ZE7INS” is provided for claim submission to close out the R.O. when
initiating the Oil Consumption Test. After the customer returns, the cost for
completion of the Oil Consumption Test will be submitted with Opcode “AHGC3A”
or “AHGC3B,” depending on the test results.
Note: If the vehicle is still under the New Vehicle Limited Warranty, submit the
repair as a Regular warranty claim.
Replacement Parts
Once sufficient parts are produced, Phase 2 will be launched at which time this
communication will be updated with applicable replacement parts information.
Toyota Warranty Policy Bulletin
POL14-12
12/16/14
REVISED 4/30/15
4 of 4
Customer-Paid Repairs or Replacement of Components
If a customer has previously paid for repair to address excessive engine oil
consumption, please have them mail a copy of the repair order, proof-ofpayment, and proof-of-ownership* to the following address for reimbursement
consideration:
Toyota Motor Sales, U.S.A., Inc.
Customer Experience Center, WC10
19001 South Western Avenue
Torrance, CA 90509
The customer name, address, and telephone number(s) should be included in
the request. The customer should allow 6-8 weeks for processing.
*Please refer to the Reimbursement Checklist attached to the sample owner letter for required
documentation details.