BST_Renotificati

Volume: XVIII
Number: TC14-032
7/18/2014
Date:
X Action
X Retain
Information
TOYOTA
Product Support Division
To:
All PD Dealer Operations/Parts & Service Vice Presidents,
All Region/PD Customer Service Field Managers,
All Region/PD Technical Service & Training Managers,
All Region/PD Customer Service Operations Managers
From:
Bob Waltz
Vice-President, Product Quality and Service Support
Subject:
Owner Renotification of Limited Service Campaign (LSC) BST: Installation of Smart Stop Technology
Toyota will be sending Limited Service Campaign Notices to remind owners whose vehicles have not yet had Smart
Stop Technology installed on their vehicle under LSC BST.
Initial notification informing customers of the availability of Smart Stop Technology on certain models was handled
by the court appointed administrator Gilardi and Company at the onset of the Class Action Settlement for Economic
Loss. In addition to the initial notification, Toyota will be sending notifications to customers informing them of this
LSC. These notifications are an integral part of our commitment to meet customer expectations of the Toyota
products.
Please note the following information for Regional and PD associates.
1.
Dealer Letter Mailing Date
Dealer Letters will be mailed in mid-July, 2014.
2.
BST Renotification Phases:
Due to the large number of vehicles included in this LSC, notifications will be separated into three phases.
Phase
Description (Title)
Model and Model Year
LSC Expiration Date
Mailing Dates
2009-2010 MY Corolla
Mid- July to Mid1
2009-2010 MY Corolla Matrix
8/7/2015
August
2008-2010 MY Land Cruiser
Smart Stop
2008-2010 MY Highlander
Mid-August to MidTechnology
2
12/11/2015
September
2006-2010 MY Rav4
3
3.
2003-2009 MY 4Runner
2007-2010 MY Tundra
3/31/2016
Mid-September to
Mid-October
Customer Handling and Dealership Follow-Up
To assure a consistent and accurate description of this LSC is communicated to the customer, dealership
associates are requested to refer to the specific BST Q&A (available in TIS) to answer any specific customer
questions.
Please review this letter with your staff and familiarize them with the content to help maximize our combined
customer satisfaction efforts. Please refer to the attached Dealer Letter for additional information.
Thank you for your cooperation.
Enclosures
cc:
Region/Private Distributor Assistant General Managers
Region/Private Distributor Customer Service Operations Managers
Region/Private Distributor Service Managers/Directors/VPs
Region/Private Distributor Parts Managers/Directors/VPs
Region/Private Distributor Customer Services Field Managers
Region/Private Distributor Technical Services and Training Managers
Region/Private Distributor District Service and/or Parts Managers
Region/Private Distributor Customer Relations Managers
Region/Private Distributor PDC Managers
Region/Private Distributor Field Technical Specialists
Region/Private Distributor Service Training Specialists
Region/Private Distributor Vehicle Operations Managers
All Field Product Engineers
To:
All Toyota Dealer Service Managers & Parts Managers
Subject:
Owner Renotification of Limited Service Campaign (LSC) BST: Installation of Smart Stop Technology
Toyota will be sending Limited Service Campaign Notices to remind owners whose vehicles have not yet had Smart
Stop Technology installed on their vehicle under LSC BST.
Initial notification informing customers of the availability of Smart Stop Technology on certain models was handled
by the court appointed administrator Gilardi and Company at the onset of the Class Action Settlement for Economic
Loss. In addition to the initial notification, Toyota will be sending notifications to customers informing them of this
LSC. These notifications are an integral part of our commitment to meet customer expectations of the Toyota
products.
We request your assistance in completing the Smart Stop Technology as owners receive the BST and contact your
dealership. Please note the follow-up activity may cause an increase in your current campaign owner appointments.
1.
BST Renotification Phases:
Due to the large number of vehicles included in this LSC, notifications will be separated into three phases.
Phase
Description (Title)
1
2
Smart Stop
Technology
3
Model and Model Year
2009-2010 MY Corolla
2009-2010 MY Corolla Matrix
2008-2010 MY Land Cruiser
2008-2010 MY Highlander
2006-2010 MY Rav4
2003-2009 MY 4Runner
2007-2010 MY Tundra
2.
Technical Instructions
Technical Instructions to conduct this LSC can be found on TIS.
3.
Pre-Owned Vehicles in Dealer Stock
LSC Expiration Date
Mailing Dates
8/7/2015
Mid- July to MidAugust
12/11/2015
Mid-August to MidSeptember
3/31/2016
Mid-September to
Mid-October
Toyota requests dealers to conduct the installation of Smart Stop Technology on any pre-owned vehicles in
dealer inventory that are covered by LSC BST prior to delivery to the customer.
4.
Customer Handling and Dealership Follow-Up
Please consider this follow-up notice a great opportunity to focus on assuring customers that their safety
remains Toyota’s highest priority. Customers who receive the Notice may contact your dealership with
questions regarding the letter and the Smart Stop Technology. Please ensure that all customer contact
personnel are aware of this notification and know how to accurately answer customer’s questions or how to
direct the customer to someone that can. Please welcome them to your dealership and answer any questions
that they may have.
To ensure customer satisfaction, please review this letter with your Service and Parts staff to familiarize
them with the proper procedure for this Service Campaign.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.