D0N_Dealer Packa

TOYOTA
◄ IMPORTANT UPDATE ►
Product Support Division
The attached Dealer Letter has been updated. Refer to the details below.
DATE
10/31/2016
TOPIC
This Limited Service Campaign has expired as of October 31, 2016.
The most recent update in the attached Dealer Letter will be highlighted with a red box.
Please review this notification with your staff to assure that all relevant personnel have been briefed regarding this
subject.
Thank you for your cooperation.
© 2016 Toyota Motor Sales, USA
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To:
All Toyota Dealer Principals, Service Managers, and Parts Managers
Subject:
Limited Service Campaign (LSC) D0N
Certain 2011 – 2012 Model Year Highlander Hybrid Vehicles
Rear Driveshaft Assembly Replacement
In our continuing efforts to ensure the best in customer satisfaction, Toyota is launching a Limited Service
Campaign (LSC) on certain 2011 – 2012 Model Year Highlander Hybrid Vehicles. This LSC will cover
approximately 4,000 vehicles.
Background
Due to an assembly error during manufacturing, the Rear Driveshaft in certain 2011-2012 Model Year
Highlander Hybrid vehicles can disengage from its inboard joint assembly. If this occurs, the driveshaft could
vibrate and rattle inside the inboard joint, causing a loud noise from the rear of the vehicle while driving.
Continuing to drive the vehicle can damage the housing of the Rear Differential Motor. If the housing is
damaged, the entire differential motor would also require replacement.
Limited Service Campaign (LSC) Remedy
Authorized Toyota dealerships are requested to inspect and
replace the Rear Driveshaft Assemblies (both right and left) at NO
CHARGE to the vehicle’s owner. If the dealership determines
that the driveshaft has disengaged from the inboard joint
assembly, the Rear Differential Motor assembly will be replaced
at NO CHARGE to the vehicle’s owner.
This LSC will be available until October 31, 2016, and will only be
available at an authorized Toyota Dealer.
1. Owner Notification Mailing Date
The owner notification will commence in early October 2013,
approximately 1 week after the dealer notification.
Toyota tries hard to obtain current customer name and address information from each state through industry
resources when mailing owner letters. In the event your dealership receives a notice for a vehicle that was
sold prior to the LSC announcement, it is the dealership’s responsibility to forward the owner letter to the
customer who purchased the vehicle.
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Please note that only owners of the covered vehicles will be notified. If you are contacted by an owner who
has not yet received a notification, please verify eligibility by confirming through TIS prior to
performing repairs. Dealers should perform the repair as outlined in the Technical Instructions found on
TIS.
2. New and Used Vehicles in Dealership Inventory (In-Stock Vehicles)
To ensure customer satisfaction Toyota requests that dealers conduct the LSC remedy on any new or used
vehicles currently in dealer inventory that are covered by this LSC prior to customer delivery.
LSC D0N – D – Page 2
3. Number and Identification of Covered Vehicles
There are approximately 4,000 (2012 – 2013 MY) Highlander Hybrid Vehicles covered by this LSC.
WMI
MY
2011
JTE
Start
2003742
2003733
2003982
2003983
Finish
2003975
2003980
2008657
2008658
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2012
VDS
BC3EH
DC3EH
BC3EH
DC3EH
Please note that only owners of the covered vehicles will be notified. If a dealer is contacted by an owner
who has not yet received the notification, please verify coverage by confirming through TIS. Dealers
should perform the procedure as outlined in the Technical Instructions located on TIS. Not all vehicles in
the VIN range are covered by this LSC.
A UIO matrix by state is provided to inform your dealership of the number of covered vehicles in your state.
STATE
AK
AL
AR
AZ
CA
CO
CT
DE
FL
GA
UIO
18
25
13
47
809
127
84
16
144
71
STATE
HI
IA
ID
IL
IN
KS
KY
LA
MA
MD
UIO
25
32
23
193
56
16
46
12
170
85
STATE
ME
MI
MN
MO
MS
MT
NC
ND
NE
NH
UIO
15
49
64
53
11
15
84
8
23
29
STATE
NJ
NM
NV
NY
OH
OK
OR
PA
RI
SC
UIO
123
37
28
233
92
33
118
123
16
31
STATE
SD
TN
TX
UT
VA
VT
WA
WI
WV
WY
UIO
6
55
159
64
184
13
232
69
10
11
4. Dealer Summary Reports
Summary Reports, containing the following will be enclosed in the dealer packet:
 The number of covered vehicles in your dealership’s primary marketing area.
(Please verify eligibility by confirming through TIS prior to performing repairs.)
 A suggested initial parts ordering quantity.
5. Parts Ordering
Dealer Ordering Solutions:
Orders can be placed through the dealership’s facing PDC. The kits have been placed on Dealer
Ordering Solutions and will be systematically released daily based on dealer ordering criteria
All covered vehicles will require the replacement of the Rear Driveshaft Assemblies.
Part Number
04003-34148
Part Description
Shaft Kit Rr Drive
Quantity
2
The kit above includes the following parts.
42340-48081
90177-22001
1
1
Each dealership will receive specific dealer ordering criteria in an email from TMS Special Activities
group based on Repair Order Volume * PDC Affected UIO. Dealers ordering criteria will also be
available through the Customer Support Leader at their facing PDC. Therefore, it is vital that each
dealership work with both Parts and Service to immediately file claims and coordinate appropriate kit
orders. A sample of the Parts Allocation Report has been attached below for your reference.
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Shaft Assembly, Rear Drive
Nut
LSC D0N – D – Page 3
(Parts Ordering Continued . . . )
Manual Allocation Control (MAC):
Approximately 1.5% of vehicles will fail the inspection and need the following parts. Do
not order these components until your dealership has confirmed the Rear Driveshaft
has disengaged from its inboard joint assembly.
(See the Warranty Processor section for rental car information.)
Part Description
Packing (For Radiator Drain Cock)
Motor Assembly, Rr Traction W/ Transaxle
Bolt & Gasket Kit:
Quantity
1
1
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Part Number
16492-21050*
G1050-48010
17451-28040
Gasket Exhaust Pipe
2
1
90109-12082
Bolt
2
90119-14099
Bolt, W/ Washer
2
91552-81265
Bolt, Flange
2
* Part 16492-21050 will not be on MAC but is need if the Rear Differential Motor is replaced.
04003-36148
To ensure parts availability, the parts have been place on Manual Allocation Control
(MAC). If you require a part that has been placed on MAC, please send an email to
[email protected] with the following information:
 Subject Line: D0N MAC Release Request (Dealer Code)
 Dealer Code
 VIN Number
 Part Number and Qty. Ordered
 Order Reference Number
 Order Date
 Contact Person
Once a representative confirms the information provided, the part will be released. If
there is a concern regarding the information provided, a representative will contact
your dealership. Please allow 2-3 days for part release after providing the requested
information.
Important Notes:
 Once you have placed your order DO NOT change or upgrade your order
status.
 Failure to provide the above information within 48 hours will result in an
order cancellation.
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IMPORTANT PARTS ORDERING
UPDATE
All Safety Recall, Service Campaign
(SSC/LSC) and Customer Support
Program (CSP) parts are eligible for
the Monthly Parts Return Program.
Please refer to PANT Bulletin 2011087 for campaign parts that are
currently returnable under the
Monthly Parts Return Program and
additional details.
LSC D0N – D – Page 4
6. Technician Training Requirements
The repair quality of covered vehicles is extremely important to Toyota. All dealership associates involved in
the recall process are required to successfully complete E-Learning course SC13A. To ensure that all
vehicles have the repair performed correctly; technicians performing this recall repair must also meet at least
one of the certification levels listed below:
Hybrid Expert
Drivetrain Expert and completion of course 071 Toyota Hybrid System
Master Technician
Master Diagnostic Technician
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



It is the dealership’s responsibility to select technicians with the above certification level or greater to
perform this LSC 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 there are properly trained technicians available to perform this repair at all times.
7. Remedy Procedures
Please refer to TIS for Technical Instructions.
Conduct all applicable, non-completed Safety Recall and Service Campaigns on the vehicle during the time
of appointment.
8. Warranty Reimbursement Procedure
Certain 2011 through 2012 Model Year Highlander Hybrid Vehicles
Verify Vehicle Eligibility
1. Check the VIN range.
2. Check the TIS Vehicle Inquiry
System.
Not Covered
No further action required.
NG
Replace the left and right Rear
Driveshaft Assemblies and Rear
Differential Motor.
Covered
Inspect the left and right Rear
Driveshaft Assemblies for
disengagement.
OK
Replace left and right Rear Driveshaft
Assemblies.
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Campaign complete, return the vehicle
to the customer.
LSC D0N – D – Page 5
(Warranty Reimbursement Procedure Continued...)
LSC
D0N
Op. Code
Description
Flat Rate
3619HA
Inspect & Replace Rear Driveshaft Assemblies
2.0 hr/veh
3619HB
Inspect and Replace Rear Driveshaft Assemblies
and Rear Differential Motor
4.2 hr/veh
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(Use only in limited cases where
the condition has occurred.)

The above operation codes include 0.1 hour for administrative cost per unit for the dealership.
Allowable Sublets for LSC D0N:
 Rental Vehicle: Use sublet type “RT” for OpCode 3619HB. During the replacement of the driveshaft
assemblies and the Rear Differential Motor, customer’s rental car through the Toyota Rent-A-Car
(TRAC) Program is available for a maximum of 2 days. Follow the Toyota Transportation Assistance
Program (TTAP) guidelines.
 Fluids: Use sublet type “OF” for OpCode 3619HB. A maximum of $39/vehicle cost for hybrid transaxle
fluid (Automatic Transmission Fluid – World Standard) and 50% pre-mixed Super Long Life Coolant will
be accepted.
9. Campaign Designation Decoder
D
0
Year Campaign is Launched Repair Phase
8 = 2008
9 = 2009
A = 2010
B = 2011
C = 2012
D = 2013
E = 2014
F = 2015
Etc...
0 = Remedy
1 = Interim (Remedy
not yet available) “1”
will change to “0” when
the Remedy is
available
B
Current Campaign Letter
for this year
1st Campaign = A
2nd Campaign = B
3rd Campaign = C
4th Campaign = D
5th Campaign = E
6th Campaign = F
7th Campaign = G
8th Campaign = H
9th Campaign = I
Etc...
Examples:
A0D = Launched in 2010, Remedy Phase, 4th Campaign Launched in 2010
C1B = Launched in 2012, Interim Phase, 2nd Campaign Launched in 2012
D0B = Launched in 2013, Remedy Phase, 1st Campaign Launched in 2013
10. Repair Quality Confirmation
The repair quality of covered vehicles is extremely important to Toyota. To help ensure that all vehicles
have the repair performed correctly, please designate at least one associate (someone other than the
individual who performed the repair) to verify the repair quality of every vehicle prior to customer delivery.
11. 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 Cindy Knight (310) 468-2170 in Toyota Corporate Communications.
(Please do not provide this number to customers. Please provide this contact to only media associates.)
12. Customer Contacts
Customers who receive the owner letter may contact your dealership with questions regarding the letter
and/or LSC remedy. 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.
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Customers with additional questions or concerns are asked to please contact the Toyota Customer
Experience Center (1-888-270-9371).
Please review this entire package with your Service and Parts staff to familiarize them with the proper
step-by-step procedures required to implement this Limited Service Campaign.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
[VIN]
Certain 2011 - 2012 Model Year Toyota Highlander Hybrid Vehicles
Rear Driveshaft Assembly Replacement
LIMITED SERVICE CAMPAIGN
Dear Toyota Highlander Hybrid Owner:
At Toyota, we are dedicated to providing vehicles of outstanding quality and value. As part of our continuing
efforts to provide superior customer satisfaction, Toyota is announcing a Limited Service Campaign, which
includes your vehicle.
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What is the condition?
Due to an assembly error during manufacturing, the Rear Driveshaft in certain 2011-2012 Model Year
Highlander Hybrid vehicles can disengage from its inboard joint assembly. If this occurs, the driveshaft could
vibrate and rattle inside the inboard joint, causing a loud noise from the rear of the vehicle while driving.
Continuing to drive the vehicle can damage the housing of the Rear Differential Motor. If the housing is
damaged, the entire differential motor would also require replacement.
(Please see the FAQ included with this owner letter for additional details)
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You received this notice because our records, which are based primarily on state registration and title data,
indicate that you are the current owner.
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What is included in the Limited Service Campaign?
Any authorized Toyota dealership will inspect and replace the Rear Driveshaft Assemblies (both left and right)
at NO CHARGE to you. If the dealership determines that the driveshaft has disengaged from the inboard joint
assembly, the Rear Differential Motor assembly will be replaced at NO CHARGE to you.
This Limited Service Campaign will be available until October 31, 2016, and will only be available at
an authorized Toyota Dealer.
This offer is limited to your specific vehicle whose Vehicle Identification Number (VIN) is printed at the
beginning of this letter and is subject to the same conditions set forth in the New Vehicle Limited Warranty
section of your Owner’s Manual Supplement or Owner’s Warranty Information booklet. For additional
information, please refer to the booklet.
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How do you take advantage of this Limited Service Campaign?
Please contact an authorized Toyota dealer and make an appointment to have this remedy performed before
October 31, 2016.
Inspection and replacement of the Rear Driveshaft Assemblies will take approximately 2 hours. If the
dealership determines that the driveshaft has disengaged from the inboard joint assembly, the repair will take
approximately 12 hours because the Rear Differential Motor will need to be replaced. However, depending
upon the dealer’s work schedule, it may be necessary to make the vehicle available for a longer period of time.
Note: If the Rear Differential Motor requires replacement, a rental vehicle will be provided while your vehicle is
being repaired.
If your vehicle is covered by this Limited Service Campaign, you do not need this owner letter to have the
campaign completed; however, to assist the dealer in confirming vehicle eligibility, we request that you present
this notice at the time of your service appointment.
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What if you have other questions?
 Your local Toyota dealer will be more than happy to answer any of your questions and set up an
appointment to perform the repair.
 You can find additional information and locate a Toyota dealer in your area by going online and visiting
www.toyota.com/recall.
 If you require further assistance, you may contact the Toyota Customer Experience Center at
1-888-270-9371 Monday through Friday, 5:00 am to 6:00 pm, Saturday 7:00 am through 4:00 pm Pacific
Time.
What if you have previously paid for repairs to your vehicle for this specific condition?
If you have previously paid for a repair to your vehicle for this specific condition prior to receiving this letter,
please mail a copy of your repair order, proof-of-payment and proof-of-ownership to the following address for
reimbursement consideration:
Toyota Motor Sales, U.S.A., Inc
Toyota Customer Experience, WC 10
19001 South Western Avenue
Torrance, CA 90509
6
Include your name, address, and telephone number(s) in your request. Please allow us 6-9 weeks to
process your request.
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Please note the dealer will need to perform this LSC before reimbursement consideration requests can be
processed.
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. If you are a vehicle lessor, please assist us by forwarding this notice to the lessee.
Thank you for driving a Toyota.
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Sincerely,
TOYOTA MOTOR SALES, USA, INC.
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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.
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Limited Service Campaign D0N
Frequently Asked Questions
What is the condition?
Due to an assembly error during manufacturing, the Rear Driveshaft in certain 2011-2012 Model Year
Highlander Hybrid vehicles can disengage from its inboard joint assembly. If this occurs, the driveshaft
could vibrate and rattle inside the inboard joint, causing a loud noise from the rear of the vehicle while
driving. Continuing to drive the vehicle can damage the housing of the Rear Differential Motor. If the
housing is damaged, the entire differential motor would also require replacement.
Q2:
A2:
What is a Rear Driveshaft Assembly?
The Rear Driveshaft Assemblies connect the Rear Differential Motor to the rear wheels. The driveshafts
contain inboard and outboard joints that allow the shaft to move with the vehicle suspension. Due to an
assembly error, this movement may disengage the driveshaft from the inboard joint assembly.
Q3:
A3:
What is a Rear Differential Motor Assembly?
The Rear Differential Motor is part of the hybrid system. The Rear Differential Motor works with the
gasoline engine and the front electric motors during vehicle operation.
Q4:
A4:
What will the inspection include?
Before the Rear Driveshaft Assemblies are removed from the vehicle, a technician will check for excessive
driveshaft movement inside the inboard joint assembly. If the driveshaft has disengaged from the inner
joint the Rear Differential Motor will also be replaced.
Q5:
A5:
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.
Q6:
A6:
Are there any symptoms that this condition exists?
Yes, if this condition exists, you will notice an abnormal noise (vibration / rattle) coming from the rear of the
vehicle while it is being driven.
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Q1:
A1:
Q7:
A7:
When will this Limited Service Campaign expire?
This Limited Service Campaign will be available until October 31, 2016.
Limited Service Campaign (LSC) – D0N
Certain 2011–2012 Model Year Highlander Hybrid Vehicles
Rear Driveshaft Assembly Replacement – FAQ
Frequently Asked Questions
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Published Early October 2013
Q1:
A1:
What is the condition?
Due to an assembly error during manufacturing, the Rear Driveshaft in certain 2011-2012 Model
Year Highlander Hybrid vehicles can disengage from its inboard joint assembly. If this occurs, the
driveshaft could vibrate and rattle inside the inboard joint, causing a loud noise from the rear of the
vehicle while driving. Continuing to drive the vehicle can damage the housing of the Rear
Differential Motor. If the housing is damaged, the entire differential motor would also require
replacement.
Q1a:
A1a:
Q1b: What is a Rear Differential Motor Assembly?
A1b: The Rear Differential Motor is part of the hybrid system. The Rear Differential Motor works
together with the gasoline engine and the front electric motors in the following ways:
 Starting from Stop – The Rear Differential Motor works together with the front electric
motors to propel the vehicle forward.
 Light Acceleration, Light Load, & Cruising Conditions –The Rear Differential Motor
becomes inert to improve fuel economy.
 Heavy Acceleration – The Rear Differential Motor works in tandem with the front electric
motors and the gasoline engine to provide the additional power.
 Reverse – The Rear Differential Motor works together with the front electric motors to
propel the vehicle backward.
 Decelerating & Braking – The Rear Differential Motor and a front electric motor are used
as a generator to recharge the hybrid battery & reduce the load on the brakes.
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What is a Rear Driveshaft Assembly?
The Rear Driveshaft Assemblies connect the Rear Differential Motor to the rear wheels. The
driveshafts contain inboard and outboard joints that allow the shaft to move with the vehicle
suspension. Due to an assembly error, this movement can disengage the driveshaft from
the inboard joint assembly.
Q2:
A2:
What is the cause of this condition?
During the manufacturing process, there was an error in the equipment used to assemble the Rear
Driveshaft Assemblies.
Q3:
A3:
What is Toyota going to do?
Owners of vehicles covered by this Limited Service Campaign will receive an owner notification
letter by first class mail starting in early October 2013.
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Any authorized Toyota dealership will inspect and replace the Rear Driveshaft Assemblies (both left
and right) at NO CHARGE to you. If the dealership determines that the driveshaft has disengaged
from the inboard joint assembly, the Rear Differential Motor assembly will be replaced at NO
CHARGE to you.
Q3a:
A3a:
What will the inspecting entail?
Before the Rear Driveshaft Assemblies are removed from the vehicle, a technician will check
for excessive driveshaft movement inside the inboard joint assembly.
Q3b: How does Toyota obtain my mailing information?
A3b: 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.
Q3c:
A3c:
Do I need my owner letter to have the remedy performed?
No, you do not need an owner letter to have this LSC completed; however, to assist the
dealer in confirming vehicle eligibility, we request that you present the owner notification at
the time of your service appointment.
Q4:
A4:
Are there any symptoms that this condition exists?
Yes, if this condition exists, you will notice an abnormal noise (vibration / rattle) coming from the
rear of the vehicle while it is being driven.
Q5:
A5:
Which and how many vehicles are covered?
There are approximately 4,000 vehicles, certain 2011-2012 Model Year Highlander Hybrid Vehicles,
covered in the USA.
Model
Highlander Hybrid
Model Year
2011 – 2012
Production Range
Late June, 2011 through mid-March, 2012
Appx. UIO
4,000
Q6:
A6:
Are there any other vehicles covered by this Limited Satisfaction Campaign?
No. This specific condition only affects certain 2011-2012 Model Year Highlander Hybrid Vehicles.
Q7:
A7:
How long will the repair take?
Inspection and replacement of the Rear Driveshaft Assemblies will take approximately 2 hours. If
the dealership determines that the driveshaft has disengaged from the inboard joint assembly, the
repair will take approximately 12 hours because the Rear Differential Motor will need to be
replaced. However, depending upon the dealer’s work schedule, it may be necessary to make the
vehicle available for a longer period of time.
Note: If the Rear Differential Motor requires replacement, a rental vehicle will be provided while
your vehicle is being repaired.
When will this Limited Service Campaign expire?
This Limited Service Campaign will be available until October 31, 2016.
Q9:
A9:
What if you have previously paid for repairs to your vehicle for this specific condition?
Owners who have previously paid for repairs to address this specific condition should refer to the
owner letter for instructions regarding reimbursement consideration.
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Q8:
A8:
Please note the dealer will need to perform this LSC before reimbursement consideration requests
can be processed.
What if an owner has additional questions?
Owners with questions or concerns are asked to please contact the Toyota Customer Experience
Center at 1-888-270-9371 Monday through Friday, 5:00 am to 6:00 pm, or Saturday 7:00 am
through 4:00 pm Pacific Time.
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Q10:
A10: