ZE7_Dealer Daily

Lonnie Peterson / TMS Toyota Customer Services
Product Quality and Service Support, Quality Compliance
May 1, 2015
Approved By: Bob Waltz
To:
From:
All Toyota Dealers
Product Support Division
Update: 5/1/2015: Customer Handling Reference Guide Revision 2 Available
Warranty Enhancement Program – ZE7
*** Customer Handling Reference Guide – REVISION 2***
Toyota has updated the Customer Handling Reference Guide; please refer to TIS for the most current version.
All previous versions of this document should be discarded. Please review this guide along with the previously
provided FAQ to respond to customer inquiries. Laminated hard copies of the updated guide will be sent to your
dealership service manager in the near future.
Thank you for your support.
Service Consultant Reference Guide - Warranty Enhancement Program ZE7 – Engine Oil Consumption
Background
Toyota is preparing a Warranty Enhancement Program to extend warranty coverage
to address customer complaints of Excessive Engine Oil Consumption on certain
vehicles equipped with 2AZ Engine.
This Warranty Enhancement Program is being launched in two phases due to
current part production capacity limitations. The first owner notification letter will
advise customers that they may seek reimbursement consideration for previous
repair costs related to excessive engine oil consumption. The letter will also inform
customers that Toyota is unable to support part replacement for Engine Oil
Consumption at this time. 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.
Phase
Description
1
Reimbursement Only
2
Part Replacement for Excessive Engine Oil
Consumption
Handling of vehicles that arrive with engine damage and there
has not been an oil consumption test performed.
Check VIN for Warranty Enhancement Program ZE7
Applicability
Is the Oil Level in the Vehicle Low Indicating Damage is
Caused by Loss of Oil?
Yes
Tentative Schedule
Mid-December,
2014
Did the Customer Add Oil
to the Vehicle after
Damage Occurred?
Yes
Late Spring, 2015
No
Program Coverage
Inspect the Engine for Sources of External Oil Leaks that
Caused Loss of Oil
This Warranty Enhancement Program provides a Primary and Secondary coverage
extension to the vehicle’s “New Vehicle Limited Warranty” for part replacement
related to Excessive Engine Oil Consumption. If the condition is verified, necessary
parts will be replaced in accordance with the applicable Technical Service Bulletin
under the terms of this Warranty Enhancement Program.
No Leak Found
•
•
The Primary Coverage offers warranty enhancement until October 31,
2016, regardless of mileage.
After the Primary Coverage period ends, the Secondary Coverage is
applicable for 10 years from the date of first use or 150,000 miles,
whichever occurs first.
Model Applicability and Oil Change Interval Reference Table
Model
Camry
Camry Hybrid
Camry Solara
Corolla
Corolla Matrix
RAV4
Scion tC
Scion xB
Model
Year
2007
2008
2009
2007
2008
2009
2010
2011
2007
2008
2009
2009
2006
2007
2008
2007
2008
2009
2008
2009
Oil Type
Qty.
Oil Change Interval
0W-20 or 5W-20
0W-20 or 5W-20
0W-20 or 5W-20
0W-20 or 5W-20
0W-20 or 5W-20
0W-20 or 5W-20
0W-20 or 5W-20
0W-20 or 5W-20
0W-20 or 5W-20
0W-20 or 5W-20
0W-20 or 5W-20
0W-20 or 5W-20
0W-20 or 5W-20
0W-20 or 5W-20
0W-20 or 5W-20
0W-20 or 5W-20
0W-20 or 5W-20
0W-20 or 5W-20
0W-20 or 5W-20
0W-20 or 5W-20
4.5 qt
4.5 qt
4.5 qt
4.5 qt
4.5 qt
4.5 qt
4.5 qt
4.5 qt
4.5 qt
4.5 qt
4.0 qt
4.0 qt
4.5 qt
4.5 qt
4.5 qt
4.0 qt
4.0 qt
4.0 qt
4.5 qt
4.5 qt
5,000/6 months
5,000/6 months
5,000/6 months
5,000/6 months
5,000/6 months
5,000/6 months
5,000/6 months
5,000/6 months
5,000/6 months
5,000/6 months
5,000/6 months
5,000/6 months
5,000/6 months
5,000/6 months
5,000/6 months
5,000/6 months
5,000/6 months
5,000/6 months
5,000/6 months
5,000/6 months
Revision 2: Published 5/1/2015
No
Leak Present
Can the Vehicle be Repaired so the Consumption Test can be
Performed? (Ex: Rod Bearing Replacement)
Yes
No
Is the Service Consultant (by
reviewing past repair orders)
or the customer able to
confirm that the last oil change
was within the earlier of the
recommended oil change
interval, i.e., 5,000 miles or 6
months?
Repair Vehicle and Perform
Engine Oil Consumption Test
(Refer to Q&A #5)
No
Yes
Fail
Pass
Has the customer performed a
reasonable level of
maintenance according to
Toyota recommended
standard?
Yes
Perform ZE7 Warranty
Enhancement Program
Repair. Contact regional
representative for claim
handling of additional labor
and parts related to the repair
that was performed prior to
the oil consumption test.
Perform ZE7 Warranty
Enhancement Program Repair.
Not Eligible for ZE7 – Customer
Pay for Engine Damage Repairs
No
Frequently Asked Questions:
Q1: I had the oil consumption test initiated, however when I returned to the dealer I
was out of the specified range, can I have another test performed?
A1: Another oil consumption test can be requested after 5,000 miles or 6 months has
lapsed since the first test was completed if the vehicle is still within the terms and
conditions of the warranty enhancement program.
Q1A: What if I want the second test performed before 6 months or 5,000 miles?
A1A: If you elect to immediately have another test performed, and not wait the
required time, the cost of the test would be your responsibility.
Q2: Do I need to return to the same dealership to have the results of the consumption
test confirmed?
A2: Yes, we ask that you return to the same dealership to have the second portion of
your test completed.
Q3: My vehicle failed the oil consumption test, when can it be repaired?
A3: The parts for the Warranty Enhancement repair are not yet available, you will
receive a second notification when parts become available and the necessary work
can be performed. In the meantime since your vehicle is consuming oil, please be
sure to check the oil level on a regular basis as recommended in your vehicle’s
Owner’s Manual and top off the vehicle as necessary. If engine damage occurs
while you are awaiting the parts for the Warranty Enhancement repair because the
engine oil in your vehicle was depleted, the engine damage will not be covered by
Toyota.
Q4: If my vehicle has been confirmed to exhibit excessive oil consumption, will I be
reimbursed for the oil I have to add until the repair can be performed under the
parts replacement portion of the Warranty Enhancement program?
A4: Yes, if your vehicle has been confirmed to exhibit excessive oil consumption and
you are awaiting parts, please follow the reimbursement instructions in the owner
letter for oil added to the vehicle until the repair is performed.
Q5: My vehicle currently has engine damage and requires repair before I can have the
test performed. Will Toyota cover the cost?
A5: Repair coverage under this program is dependent on the result of the dealer
performed engine oil consumption test. At this time it has not been determined
your vehicles engine damage is a result of excessive engine oil consumption. If
your vehicle can be repaired so the engine oil consumption test can be performed,
you will be asked to cover the cost of the repair. Following the repair, the dealer
will initiate the engine oil consumption test. If it is determined your vehicle has
excessive engine oil consumption the Warranty Enhancement Program repair will
be performed at no charge to you. Additionally the cost you incurred to repair the
vehicle so the test could be performed will be reimbursable.
Q6: Can I have a rental vehicle until the repair can be performed?
A6: A confirmed diagnosis of an excessive oil consumption issue by a dealer does not
pose any safety concerns. Therefore, you may continue to drive your vehicle until
the engine oil consumption issue can be addressed. Please be sure to check the
oil level frequently as recommended in your vehicle’s Owner’s Manual and add
engine oil as needed.
Q7: Are there any special circumstances when I can have a rental vehicle?
A7: Toyota reserves the use of rental vehicles for customer who drive extensive
distance in a short period of time or vehicles that have severe engine oil
consumption condition which would require immediate repair. All rental
considerations are to be reviewed by a regional representative prior to
authorization. If approved, on a limited case by case basis Toyota will provide a
rental vehicle free of charge until the repair can be performed.
Note: Additional FAQ information can be found in the Dealer and Owner FAQ on TIS.