ZE3_Dealer Packa

TOYOTA
◄ IMPORTANT UPDATE ►
Product Support Division
The attached Dealer Letter has been updated. Refer to the details below.
DATE
11/9/2016
5/19/2016
TOPIC
The Technical Training Requirements section has been updated.
The Technical Instructions section has been updated.
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
To:
All Toyota Dealer Principals,
Service Managers, Parts Managers
Subject:
Warranty Enhancement Program– ZE3
Certain 2010 – 2014 Model Year Prius Vehicles
Extension of Warranty Coverage to the Intelligent Power Module (IPM)
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 failure of the Intelligent
Power Module (IPM). The vehicles covered under this Warranty Enhancement must first have Safety
Recall E0E (launched in mid-February, 2014) performed (if applicable).
In these vehicles, Toyota has received some reports where the Intelligent Power Module (IPM) located inside
the inverter assembly of the hybrid system may fail. This condition is indicated by hybrid system diagnostic
trouble codes (DTCs): P0A94, P324E, P3004, and/or P0A1A. If one or more of these DTCs are detected,
various warning lamps on the instrument panel will also illuminate and the vehicle will enter fail safe mode.
Although the Hybrid Inverter assembly is covered by Toyota’s New Vehicle Limited Warranty for 8 years or
100,000 miles (whichever occurs first), we at Toyota care about the customers’ ownership experience. Toyota
is now extending the warranty coverage for repairs related to failure of the Intelligent Power Module (IPM).
Please see the Warranty Enhancement Program Details for additional information.
Note: For California-certified vehicles sold, registered, and normally operated in Arizona (12MY only), California, Connecticut,
Maine, Maryland (beginning with 11MY), Massachusetts, New Jersey, New Mexico (10MY-11MY only), New York, Oregon,
Rhode Island, and Vermont, the Toyota New Vehicles Limited Warranty coverage is 15 years from the date of first use, or
150,000 miles (whichever occurs first).
The following information is provided to inform you and your staff of the program notification schedule and your
degree of involvement.
1.
Owner Notification Letter Mailing Date
The owner notification will commence in Late August, 2014 and will be mailed over several months. We
have attached a sample owner letter for your reference.
2.
Warranty Enhancement Program Details
This Warranty Enhancement Program provides an extension to the vehicle’s “New Vehicle Limited
Warranty” for repairs related to certain internal malfunctions of Intelligent Power Module (IPM). The
vehicles covered under this Warranty Enhancement must first have Safety Recall E0E performed (if
applicable). If the condition is verified, an appropriate remedy will be performed under the terms of this
Warranty Enhancement Program*. This Warranty Enhancement covers failure of the IPM and other internal
inverter components potentially damaged by IPM failure.
This warranty enhancement provides coverage for 15 years with no mileage limitation from the date of
first use.
*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 your Owner’s
Warranty & Maintenance Guide. 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 ZE3 – D – Page |2
3.
Number and Identification of covered Vehicles
There are approximately 711,000 (certain 2010 - 2014 Model Year) Prius vehicles covered by this
Warranty Extension.
Model
Prius
Model Year
Certain 2010 – 2014
Production Period
Late March, 2009 through Early February, 2014
Appx. UIO
711,000
4.
Warranty Claim Processing Instructions
Please refer to the Warranty Policy Bulletin (Bulletin No. POL14-05) for warranty claim processing
instructions. All parts replaced for this repair are subject to warranty parts recovery.
5.
Technical Instructions (Repair Procedures)
Technical instructions can be found in T-SB-0036-16.
6.
Technician Training Requirements
The repair quality of covered vehicles is extremely important to Toyota. All dealership technicians
performing this repair are required to successfully complete the most current version of the E-Learning
course “Safety Recall and Service Campaign Essentials”. To ensure that all vehicles have the repair
performed correctly; technicians performing this repair are required to currently hold at least one of the
following certification levels:
 Hybrid Expert Technician
 Master Technician
 Master Diagnostic Technician
Always check which technicians can perform the recall remedy by logging on to
https://www.uotdealerreports.com. It is the dealership’s responsibility to select technicians with the above
certification level or greater to perform this 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.
Warranty Enhancement ZE3 – D – Page |3
Parts Ordering
As this is an extension of the warranty, most customers will only request reimbursement from TMS for
past replacements. Dealers should not increase parts stock for this Warranty Enhancement. As always,
if a customer experiences one of the conditions described, dealers should conduct appropriate diagnosis
and order the applicable parts.
Refer to Warranty Policy Bulletin POL14-05 for detailed parts ordering information.
Dealers are requested to only order parts for vehicles experiencing this condition. DO NOT ORDER FOR
STOCK. The parts have been placed on Dealer Ordering Solutions and will be systematically released
daily. Please see the weekly manual allocation report for additional details.
7.
Customer Reimbursement
Please refer to the attached owner letter for reimbursement consideration instructions.
Please review this entire package with your Service and Parts staff to familiarize them with the proper step-bystep procedures required to implement this Warranty Extension.
As part of our dedication to continuous improvement, changes have been incorporated in the production
process to ensure the highest quality products are provided to our customers.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
Warranty Enhancement Program – ZE3
Certain 2010 – 2014 Model Year Prius Vehicles
Extension of Warranty Coverage to the Intelligent Power Module (IPM)
BACKGROUND
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 to internal malfunctions of the
Intelligent Power Module (IPM). The vehicles covered under this Warranty Enhancement must first have Safety
Recall E0E (launched in mid-February, 2014) performed (if applicable).
Q1:
A1:
Q2:
A2:
What is the condition?
In these vehicles, Toyota has received some reports where the Intelligent Power Module (IPM) located
inside the inverter assembly of the hybrid system may fail. This condition is indicated by hybrid system
diagnostic trouble codes (DTCs): P0A94, P324E, P3004, and/or P0A1A that your dealer can find by use
of a special diagnostic tool. If one or more of these DTCs are detected, various warning lamps on the
instrument panel will also illuminate and the vehicle will enter fail safe mode.
Q1a:
A1a:
What is the Hybrid System Inverter?
The hybrid system inverter converts high-voltage direct current (DC), stored in the HV battery,
into high-voltage alternating current (AC) for the motor generator. It also converts AC into DC
during regenerative braking for storage in the HV battery.
Q1b:
A1b:
What is Fail-Safe Mode?
Fail-Safe Mode is a form of vehicle self-protection (also known as Limp-Home Mode). When the
vehicle’s self-diagnostic system determines a possible malfunction, the hybrid control system
may reduce vehicle power to minimize potential component damage. The vehicle is still drivable,
but you will notice a reduction in available vehicle power and speed. If this condition occurs, the
vehicle should be immediately taken to an authorized Toyota Dealer for appropriate diagnosis
and repair.
Which Warning Lamps are illuminated on the instrument panel when the vehicle experiences this
condition and enters fail-safe driving mode?
The various warning lamps shown below will illuminate on the instrument panel if the Intelligent Power
Module (IPM) fails. The vehicle will also enter a fail safe mode.
Master Warning
Light
Check Engine
Warning Light
Hybrid system warning
message
Slip Indicator
Light
Electronically
Controlled
Brake System
Warning Light
PCS system warning
message (if equipped)
(yellow
indicator)
Note: Display may switch between Check Hybrid System
and Check PCS System
Please note: It is possible for the lights above to be illuminated and the condition not be related to this
warranty enhancement program.
Page 1 of 3
© 2014 Toyota Motor Sales, USA
Q3: What is Toyota going to do?
A3:
Owners of certain 2010 - 2014 Model Year Prius vehicles covered by this Warranty Enhancement
Program will receive an Owner Letter via first class mail starting in late August, 2014.
If the owner experiences the Warning Lights and Warning Messages (shown above) and the vehicle
enters fail safe mode, he/she should contact his/her local authorized Toyota dealership for diagnosis and
repair. Safety Recall E0E must first be completed on the vehicle before this Warranty
Enhancement is performed (if applicable). If the condition is covered by the terms of this warranty
enhancement program, an appropriate remedy will be performed at no charge to the vehicle’s owner.
This Warranty Enhancement covers failure of the IPM and other internal inverter components potentially
damaged by IPM failure.
Please see your local authorized Toyota dealer for additional details.
Q3a:
A3a:
Q4:
A4:
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.
Which vehicles are covered by this Warranty Enhancement Program?
There are approximately 711,000 (certain 2010 - 2014 Model Year) Prius vehicles covered by this
Warranty Extension.
Model
Prius
Q4a:
A4a:
Q5:
A5:
Model Year
Certain 2010 – 2014
Production Period
Late March, 2009 through Early February, 2014
Appx. UIO
711,000
Are there any other Toyota, Lexus or Scion vehicles covered by this Warranty
Enhancement Program?
There are no other Toyota, Lexus or Scion vehicles covered by this Warranty Enhancement
Program.
What are the details of this coverage?
This Warranty Enhancement Program provides an extension to the vehicle’s “New Vehicle Limited
Warranty” for repairs related to failure of Intelligent Power Module (IPM). The vehicles covered under
this Warranty Enhancement must first have Safety Recall E0E performed (if applicable). If the condition
is verified, an appropriate remedy will be performed under the terms of this Warranty Enhancement
Program.
This warranty enhancement is available for 15 years with no mileage limitation from the date of first
use.
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 your Owner’s
Warranty & Maintenance Guide. For example, damage from abuse, an accident, theft and/or vandalism
is not covered by the New Vehicle Limited Warranty or this warranty enhancement.
Q6:
A6:
Which parts are covered by this warranty enhancement program?
This Warranty Enhancement covers failure of the IPM and other internal inverter components potentially
damaged by IPM failure. This condition is indicated by hybrid system diagnostic trouble codes (DTCs):
P0A94, P324E, P3004, and/or P0A1A
Q7:
A7:
What if an owner experiences the condition described above?
If the owner experience the condition described above, he/she is requested to contact an authorized
Toyota dealer for diagnosis and repair. If the condition is covered by the terms of this warranty
enhancement program, the repair will be performed at no charge to the vehicle owner.
Page 2 of 3
© 2014 Toyota Motor Sales, USA
Q8:
A8:
Q9:
A9:
What if the dealer performs diagnosis and determines that the vehicle does not have the
conditions covered by this Warranty Enhancement Program?
The warning lights and stored hybrid system DTCs can be triggered due to conditions detected not
specific to the inverter assembly and its internal components. These additional conditions may require
diagnosis or repairs not specifically covered by this Warranty Enhancement. Please be aware that if the
condition does not relate to the DTCs or warning lights, vehicle owners may be responsible for the initial
diagnostic fees and any other repairs they decide to have performed. Any authorized Toyota Dealership
can determine if a condition is covered by this Warranty Enhancement.
What if an owner has NOT experienced this condition but would like to have the repair
completed?
This Warranty Enhancement Program only applies to vehicles that have exhibited the condition
described above. If an owner has not experienced this condition, he/she is asked to apply the warranty
enhancement notification sticker to the Owners Warranty & Maintenance Guide for future reference.
However, Toyota requests owners who have not yet had Safety Recall E0E performed on their vehicle to
contact an authorized Toyota Dealership and have Safety Recall E0E completed as soon as possible (if
applicable).
Q10:
A10:
How long will the repair take?
Replacement of the IPM and other internal inverter components potentially damaged by IPM failure will
take approximately 3 hours. However, depending upon the dealer’s work schedule, it may be
necessary to make the vehicle available for a longer period of time.
Q11:
A11:
What if a customer previously paid for repairs to his/her vehicle for this condition?
Owners that have previously paid for repairs to address this specific condition should refer to the owner
letter for reimbursement consideration instructions.
Q12:
A12:
What if a customer has additional questions or concerns?
If a customer has additional questions or concerns, he/she should 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.
Page 3 of 3
© 2014 Toyota Motor Sales, USA
WARRANTY ENHANCEMENT NOTIFICATION – ZE3
Re: 
Dear Toyota Prius Owner:
At Toyota, we are dedicated to providing vehicles of outstanding quality and value. As part of our continual efforts
to ensure customer satisfaction, Toyota would like to advise you of an enhancement to portions of your Toyota
Prius New Vehicle Limited Warranty related to the hybrid system Intelligent Power Module (IPM), located inside the
inverter assembly. This Warranty Enhancement covers failure of the IPM and other internal inverter components
potentially damaged by IPM failure. This condition is indicated by hybrid system diagnostic trouble codes (DTCs):
P0A94, P324E, P3004, and/or P0A1A that your dealer can find by use of a special diagnostic tool. If one or more of
these DTCs are detected, various warning lamps on the instrument panel will also illuminate and the vehicle will
enter fail safe mode.
Please Note: The warning lights and stored hybrid system DTCs can be triggered due to conditions detected not specific to the
inverter assembly and its internal components. These additional conditions may require diagnosis or repairs not specifically covered
by this Warranty Enhancement. Please be aware that if the condition is not covered by this warranty enhancement, you may be
responsible for the initial diagnostic fees and any other repairs you may decide to have performed. Any authorized Toyota Dealership
can determine if a condition is covered by this Warranty Enhancement.
e
While the majority of vehicles will not experience failure of the IPM, we are offering the following New Vehicle
Warranty Extension to assure you that we stand behind our product.
m
pl
What should you do?
Please apply the sticker below to your Owner’s Warranty & Maintenance Guide booklet for future
reference. If you have not experienced illumination of various system related warning lamps,‡ there is
no action necessary at this time.
‡
Please refer to owner FAQ for warning lamps related to these conditions.
Warranty Enhancement Program Details
This Warranty Enhancement Program provides an extension to the vehicle’s
“New Vehicle Limited Warranty” for repairs related to certain internal malfunctions
of Intelligent Power Module (IPM). The vehicles covered under this Warranty
Enhancement must first have Safety Recall E0E performed (if applicable). If the
condition is verified, an appropriate remedy will be performed under the terms of
this Warranty Enhancement Program*.
Sa
This warranty enhancement provides coverage for 15 years with no mileage
limitation from the date of first use.
Peel and Stick Label
onto the Owner’s
Warranty &
Maintenance Guide
Please note that this coverage is for warranty work performed at an authorized Toyota
dealer only.
This Warranty Enhancement Program is limited to your specific vehicle whose Vehicle Identification Number (VIN) is printed below and is
subject to the same terms and conditions set forth in the New Vehicle Limited Warranty Section of your Owner’s Warranty & Maintenance
Guide. For example, damage from abuse, an accident, theft and/or vandalism is not covered by the New Vehicle Limited Warranty or this
warranty enhancement.
* Please see your Toyota dealer for additional details
VIN #:__________________________
Date of First Use:__________________________
If you would like to update your vehicle ownership or contact information, please go to www.Toyota.com/#login.
You will need your full 17-digit Vehicle Identification Number (VIN) to input the new information.
If you have previously paid for repairs related to the Intelligent Power Module (IPM), 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, USA, Inc.
Toyota Customer Experience WC10
19001 South Western Avenue
Torrance, CA 90509
*Please refer to the attached Reimbursement Checklist for required documentation details.
We have sent this notice in the interest of your continued satisfaction with our products.
Sincerely,
Toyota Motor Sales, U.S.A., Inc.
Warranty Enhancement Program
Frequently Asked Questions
ZE3
Q1:
A1:
Is this a recall?
No. This is not a recall. At Toyota, we are dedicated to providing vehicles of outstanding quality and value.
As part of our continual efforts to ensure customer satisfaction, Toyota is advising you of this enhancement
to the warranty coverage to assure you that we stand behind the product.
Q2:
A2:
Which warning lamps will illuminate if the Intelligent Power Module (IPM) has failed?
The various warning lamps shown below will illuminate on the instrument panel if the Intelligent Power
Module (IPM) fails. The vehicle will also enter a fail safe mode.
Master Warning
Light
Check Engine
Warning Light
Slip Indicator
light
Electronically
Controlled Brake
System Warning Light
(yellow
indicator)
Hybrid system warning message
PCS system warning message (if
equipped)
Note: Display may switch between Check Hybrid System
and Check PCS System
What is Fail-Safe Mode?
Fail-Safe Mode is a form of vehicle self-protection (also known as Limp-Home Mode). When the
vehicle’s self-diagnostic system determines a possible malfunction, the hybrid control system may
reduce vehicle power to minimize potential component damage. The vehicle is still drivable, but you
will notice a reduction in available vehicle power and speed. If this condition occurs, the vehicle
should be immediately taken to an authorized Toyota Dealer for appropriate diagnosis and repair.
Q2b:
What if the dealer performs diagnosis and determines that my vehicle is not covered by this
Warranty Enhancement Program?
The warning lights and stored hybrid system DTCs can be triggered due to conditions detected not
specific to the inverter assembly and its internal components. These additional conditions may
require diagnosis or repairs not specifically covered by this Warranty Enhancement. Please be
aware that if the condition is not covered by this warranty enhancement, you may be responsible for
the initial diagnostic fees and any other repairs you may decide to have performed. Any authorized
Toyota Dealership can determine if a condition is covered by this Warranty Enhancement.
Sa
Q4:
A4
m
pl
Q2a:
A2a:
A2b:
Q3:
A3:
e
Please note: It is possible for the lights above to be illuminated and the condition not be related to this
Warranty Enhancement program.
If my vehicle is operating properly, do I need to make an appointment with my dealership?
No, you do not need to take your vehicle to a dealership unless your vehicle is exhibiting the conditions
described in this letter. Even if you have not experienced one of these conditions, please apply the
sticker to your Owner’s Warranty & Maintenance Guide booklet for future reference.
Is the Warranty Enhancement Program coverage transferable if I sell my vehicle?
Yes, this Warranty Enhancement coverage is fully transferrable to subsequent vehicle owners for the
conditions and terms specified in the notification letter.
Q5:
A5:
What should I do if my vehicle has the condition described?
If you experience this condition, please contact any authorized Toyota dealer and make arrangements for
diagnosis and, if applicable, repair.
Q6:
A6:
How long will the repair take?
If the condition is present on your vehicle, the appropriate remedy will take approximately 3 hours.
However, depending upon the dealer’s work schedule, it may be necessary to make the vehicle available
for a longer period of time.
Q7:
A7:
What if I have additional questions or concerns?
If you have additional questions or concerns, please contact the Toyota Customer Assistance 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
* Warranty Enhancement
Reimbursement Checklist
□
Repair Order or Invoice
 Must include the following information
- Mileage on the date that the repair order was created
- Itemized breakdown of labor charges for each repair performed
□
- Detailed diagnosis statement
Proof-of-Payment
 Only the Following Items are Valid Proof-of Payment
- Copy of a cancelled check
- Copy of a Signed Credit Card Receipt
- Copy of a Credit Card Statement
□
- (If Paid By Cash) Letter from Repair Facility, on company letterhead, signed by the manager,
verifying the amount paid by cash
Proof-of-Ownership
 Only the following items are Valid Proof-of-Ownership
- Copy of the Bill of Sale
e
- Copy of the Title
Name, Address and Phone Number printed on all documents
m
pl
Detailed diagnosis statement must answer the following three questions:
1. Why was the vehicle brought into the repair facility?
2. What was the repair facility’s diagnosis?
3. What did the repair facility do to correct the concern?
Sa
□