ZE2_WEP_Region L

TOYOTA
Product Support Division
INTEROFFICE MEMORANDUM
To:
All Region/Private Distributor General Managers/Vice Presidents
From:
Bob Waltz,
Group Vice President, Product Quality & Service Support
Subject:
Warranty Enhancement Program – ZE2
Certain 2007-2011 MY Sienna
Certain 2008-2011 MY Highlander
Certain 2011 MY Highlander Hybrid
Certain 2009-2011 MY Venza
Extension of Warranty Coverage for Engine Oil Cooler Pipe Seep/Leak
Volume: XIX
Number: TC14-034
Date: 7/31/2014
X Action
X Retain
Information
In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Warranty
Enhancement Program to extend the warranty coverage for repairs related a leaking or seeping Engine
Oil Cooler Pipe.
In these vehicles, Toyota has received some reports where vehicles can experience an oil leak or seep from
the Engine Oil Cooler Pipe.
Although the Engine Oil Cooler Pipe is covered by Toyota’s New Vehicle Limited Warranty for 3 years or
36,000 miles (whichever occurs first), we at Toyota care about the customers’ ownership experience. Toyota is
now extending the warranty coverage for repairs related a leaking or seeping Engine Oil Cooler Pipe.
The following information is provided to inform you and your staff of the program notification schedule and your
degree of involvement.
1.
Dealer Letter Mailing Date
The attached Dealer Letter will be mailed to all Toyota dealers in early August, 2014.
2.
Owner Notification Mailing Date
The owner notification will commence in mid-August, 2014 and will be mailed over several months. We
have attached a sample owner letter for your reference.
3.
Warranty Enhancement Program Details
This Warranty Enhancement Program provides a Primary and Secondary coverage extension to the
vehicle’s “New Vehicle Limited Warranty” for repairs related to a leaking or seeping Engine Oil
Cooler Pipe. If the condition is verified, the vehicle will be repaired with a new Engine Oil Cooler
Pipe under the terms of this Warranty Enhancement Program.
•
•
The Primary Coverage offers warranty enhancement until January 31, 2016 with no
mileage limitation.
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.
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.
Warranty Enhancement ZE2 – R – Page 2
4.
Number of Vehicles Covered
There are approximately 533,500 Vehicles covered by this Warranty Enhancement Program.
5.
Region/District Summary Reports
We have enclosed the following Warranty Enhancement Program Summary Reports in the
Region/Private Distributor (PD) Service Manager/Customer Operations Manager/Director of Service
Package:
• Region/PD Summary Reports that provides an overview of the entire Region/PD for this Warranty
Enhancement Program.
• District Summary Reports that indicate the number of involved vehicles registered in each
dealership’s primary market area for this Warranty Enhancement Program.
Please note that dealerships will not receive reports, as this is not a Recall or Special/Limited Service
Campaign.
Please review this entire Warranty Enhancement Package with the appropriate associates so that they may
provide the necessary support to your dealers and maximize our combined customer satisfaction efforts.
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
Field Product Engineers