ZH6_Toyota POL17

DISTRIBUTE TO:
 Service Manager
 Warranty Administrator
Warranty Policy Bulletin
No.:
POL17-09
Date: 07/17/2017
Page:
1 of 7
REVISED 3/2/2018
SUBJECT: WARRANTY ENHANCEMENT PROGRAM (ZH6):
WARRANTY EXTENSION FOR FRAME CORROSION ON
CERTAIN 2005-2010 MY TACOMA VEHICLES
Background
Toyota has received reports of customer concerns in which the vehicles operated
in specific cold climate areas (Cold Climate States) with high road salt usage
may exhibit more-than-normal corrosion with the vehicle’s frame.
On May 21, 2017, a settlement of claims in a class action lawsuit involving
2005 – 2010 Toyota Tacoma vehicles regarding frame corrosion was approved.
This class action settlement includes inspection of the customer’s frame, and if
the frames meet or exceed the Rust Perforation Standard based on the Courtordered inspection criteria, the frame will be replaced at no cost to the customer.
Toyota is currently preparing parts for frame replacement.
This settlement will also include CRC (Corrosion Resistant Compound)
application. Toyota is currently preparing parts for CRC application process.
Once available, CRC application will be covered under a separate Limited
Service Campaign (LSC), and will only be available for vehicles registered in the
Cold Climate States1 that pass frame inspection criteria, and did not:
•
•
1
Previously have the frame replaced and/or:
Previously had the frame sprayed with CRC under any previous campaign
Activity
Estimated Launch Timing
Notes
Frame Inspection
Available
Frame
Replacement
Available
Customer
Reimbursement
Available
Frame CRC
Application
Available
As Necessary
Upon meeting or exceeding the Rust Perforation
Standard based on Court-ordered inspection
criteria
Through Settlement Administrator, see
www.toyotaframesettlement.com
Only for vehicles that do not meet or exceed the
Rust Perforation Standard based on Court-ordered
inspection criteria; only for cold-climate states1;
under LSC H0F; expires May 20, 2019
– District of Columbia (DC), CT, DE, IL, IN, KY, MA, MD, ME, MI, MN, NH, NJ, NY, OH, PA,
RI, VA, VT, WI, and WV.
Toyota Warranty Policy Bulletin
POL17-09
07/17/17
REVISED 3/2/18
2 of 7
Applicability
This Warranty Enhancement Program provides enhanced coverage to the
vehicle’s “New Vehicle Limited Warranty” as it applies to frame corrosion. The
specific condition covered by this program is rust that satisfies the Rust
Perforation Standard as per the Settlement Agreement.
This Warranty is applicable for the latter of 12 years from the Date of First Use
(DOFU) or January 31, 2019.
If a customer believes their vehicle has been operated in cold climate regions of
the United States where high road salt is frequently used and/or a customer is
concerned that their vehicle’s frame has more than normal corrosion, Toyota
dealerships are requested to inspect the vehicle’s frame for corrosion using the
Court-ordered Frame Inspection and Replacement Protocol. Based upon the
results of the inspection, dealerships are requested to do one of the following at
no charge to the vehicle owner:
•
•
•
For warm climate states, if the vehicle’s frame passes Toyota’s inspection,
no further action is required.
For Cold Climate States (District of Columbia (DC), CT, DE, IL, IN, KY,
MA, MD, ME, MI, MN, NH, NJ, NY, OH, PA, RI, VA, VT, WI, and WV), if
the vehicle’s frame passes Toyota’s inspection, the vehicle may be eligible
to have Corrosion Resistant Compound (CRC) protection applied. This
will be applied under a separate Limited Service Campaign (LSC).
For all states and territories, if the vehicle’s frame meets or exceeds the
standard for frame replacement, the frame will be replaced at no charge to
the customer.
Verify VIN applicability for this Warranty Enhancement by checking TIS before
completing any repairs.
Direct marketing of this Warranty Enhancement is strictly prohibited pursuant to
the Toyota Warranty Policy 5.21, “Warranty Solicitation.” Non-compliance of this
policy may result in a claim debit.
*This Warranty Enhancement Program is subject to the terms of the
Settlement Agreement and conditions set forth in the Toyota New Vehicle
Limited Warranty. The WEP does not apply to vehicles that have flood
damaged titles or vehicles that were sent to a salvage yard, junkyard,
wreckage facility or similar entity.
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.
Toyota Warranty Policy Bulletin
POL17-09
07/17/17
REVISED 3/2/18
3 of 7
Covered Vehicles
Not all vehicles are covered by this warranty enhancement. Verify VIN
applicability for this warranty enhancement by checking TIS before completing
any repairs.
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:
•
•
•
•
Certified Technician (any specialty)
Expert Technician (any specialty)
Master Technician
Master Diagnostic Technician (MDT)
Final repair must be signed off and validated by a MDT, Shop Foreman, or Service
Manager using the Frame Replacement Inspection Form.
Claims for repairs that were performed by non-qualified technicians are subject to
debit.
Remedy Procedures
To assist dealers in determining the correct part number(s) to order, a website has
been set up to look up part numbers by VIN. Please go to http://toyota-frame-partslookup.imagespm.info. Select the appropriate campaign/vehicle, enter the VIN,
and the correct part numbers to order will be displayed. The website is for part(s)
application reference only and won’t order the parts, confirm campaign
completion status, or confirm campaign applicability.
•
•
•
The parts will need to be ordered through the Dealer Daily Parts System.
ETAs for the parts will be available via the normal system.
Frame ETAs will be made available on the Dealer Daily website, in the MAC
reference area.
Note: When first logging in; enter your dealer code and the default password;
XXXXX. Upon logging in the website will ask for you to reset the password
and provide an email address.
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.
Toyota Warranty Policy Bulletin
POL17-09
07/17/17
REVISED 3/2/18
4 of 7
Remedy Procedures (Continued)
The below list of ancillary parts is reimbursable in the event that careful removal
of the part damages the component and/or where the component is corroded to
the point that re-installation is not possible. Normal wear & tear for time and miles
does not justify ancillary part reimbursement. All ancillary parts should be
retained until the claim has been approved by Warranty.
Clear pictorial documentation of ancillary parts must be attached to the
dealer’s copy of the Repair Order (RO). These pictures must have the RO
placed next to the ancillary part and both captured in the same picture. TMNA
Warranty reserves the right to request photo documentation in order to confirm
that replacement was necessary. If the requested pictures are (1) not submitted,
(2) unclear, (3) and/or do not justify replacement under this program, the
warranty claim is subject to denial and/or debit as permitted by state law.
Ancillary Parts:
Hardware (applicable Bolts, Nuts, Clips, Clamps, Washers, Cotter Pins,
Brackets, etc.), Brake Tube/Lines (including Flexible), Bumper Springs, Cab
Mounting Cushions, Toe/Camber Cam Assemblies, Control Arm Bushings,
Lateral Control Rod Bushing, Differential Supports, Engine/Transmission Mounts,
Fender Apron Seals, Crossmember Extension, Stabilizer Bar
Links/Bushings/Cushions, Front Suspension Member Brace, Fuel Tank, Fuel
Tank Protector, Fuel Tank Straps, Fuel Lines/Tubes, Parking Brake Cables, Toe
Adjustment Plates, Spare Tire Carrier, Shackle Kit, Steering Intermediate Shaft,
Power Steering Rack (including lines attached to Rack) and Tie Rod Ends, Upper
Control Arms, Hub Grease Caps, Lower Control Arms, Rear Crossmember
(Frame Sub-Assembly), Rear Differential Mount.
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.
Toyota Warranty Policy Bulletin
POL17-09
07/17/17
REVISED 3/2/18
5 of 7
Claim Submission
Claim Type
Repair
Program
Opcode
Description
Labor Time
GHG17A
2005-2008 MY Frame Inspection – No Significant
Perforation Found
0.5 hr./vehicle
ZH6404
2005-2008 MY Frame Inspection – Qualifying
Perforation Found – Awaiting Frame Replacement
0.5 hr./vehicle
GHG19A
2009-2010 MY Frame Inspection – No Significant
Perforation Found
0.5 hr./vehicle
ZH6213
2009-2010 MY Frame Inspection – Qualifying
Perforation Found – Awaiting Frame Replacement
0.5 hr./vehicle
GHG17B
2005-2008 MY Frame Inspection + Replace Frame
and Install Body Plugs – 2WD (Dealer)
39.5 hr./vehicles
GHG17C
2005-2008 MY Frame Inspection + Replace Frame
and Install Body Plugs – 4WD (Dealer)
41.1 hr./vehicle
GHG17D
2005-2008 MY Frame Inspection + Replace Frame
and Install Body Plugs – 2WD (Sublet)
0.5 hr./vehicle
GHG17E
2005-2008 MY Frame Inspection + Replace Frame
and Install Body Plugs – 4WD (Sublet)
0.5 hr./vehicle
GHG17F
2005-2008 Replace Frame and Install Body Plugs
– 2WD (Dealer)
39.0 hr./vehicle
GHG17G
2005-2008 Replace Frame and Install Body Plugs
– 4WD (Dealer)
40.6 hr./vehicle
GHG17H
2005-2008 Replace Frame and Install Body Plugs
– 2WD (Sublet)
0.0 hr./vehicle
GHG17J
2005-2008 Replace Frame and Install Body Plugs
– 4WD (Sublet)
0.0 hr./vehicle
GHG19B
2009-2010 MY Frame Inspection + Replace Frame
and Install Body Plugs – 2WD (Dealer)
39.5 hr./vehicles
GHG19C
2009-2010 MY Frame Inspection + Replace Frame
and Install Body Plugs – 4WD (Dealer)
41.1 hr./vehicle
GHG19D
2009-2010 MY Frame Inspection + Replace Frame
and Install Body Plugs – 2WD (Sublet)
0.5 hr./vehicle
GHG19E
2009-2010 MY Frame Inspection + Replace Frame
and Install Body Plugs – 4WD (Sublet)
0.5 hr./vehicle
GHG19F
2009-2010 Replace Frame and Install Body Plugs
– 2WD (Dealer)
39.0 hr./vehicle
GHG19G
2009-2010 Replace Frame and Install Body Plugs
– 4WD (Dealer)
40.6 hr./vehicle
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.
Toyota Warranty Policy Bulletin
POL17-09
07/17/17
REVISED 3/2/18
6 of 7
Claim Submission (Continued)
Claim Type
Repair
Program
Opcode
Description
Labor Time
GHG19H
2009-2010 Replace Frame and Install Body Plugs
– 2WD (Sublet)
0.0 hr./vehicle
GHG19J
2009-2010 Replace Frame and Install Body Plugs
– 4WD (Sublet)
0.0 hr./vehicle
Note: If the vehicle is still under the New Vehicle Limited Warranty, submit the
repair as a Regular warranty claim. No OFP is required on the claim.
•
•
•
•
During the frame replacement repair, for a maximum of 7 days, a loaner
vehicle or alternative transportation ($60 per day maximum) through
Toyota Rent-A-Car (TRAC) can be claimed as a sublet type “RT” under
the above Op. Codes GHG17/9B, GHG17/9C, GHG17/9D, GHG17/9E,
GHG17/9F, GHG17/9G, GHG17/9H, and GHG17/9J.
Note: You cannot use this RT sublet in conjunction with only the
rental 30-day period op codes.
The sublet cost for opcodes GHG17D/19D, GHG17E/19E, GHG17H/9H,
and GHG17J/19J (Replace Frame by a Sublet shop) should be claimed
under sublet type YF using the following formula:
o GHG17D/19D and GHG17G/19H = Maximum 38.2 Hours X Dealer
Hourly Rate
o GHG17E/19E and GHG17J/19J = Maximum 39.8 Hours X Dealer
Hourly Rate
The transportation cost of shipping the frame between the dealer and an
outside repair shop will be reimbursed up to a maximum of $50.00 under
the sublet tab in CPS for the opcodes GHG17D/19D, GHG17E/19E,
GHG17H/19H and GHG17J/19J with Sublet Type ‘YC’.
The transportation cost of the vehicle between the dealer and an outside
repair shop will be reimbursed up to a maximum of $250.00 under the
sublet tab in CPS for the opcodes GHG17D/19D, GHG17E/19E,
GHG17H/19H and GHG17J/19J with Sublet Type ‘YG’.
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.
Toyota Warranty Policy Bulletin
POL17-09
07/17/17
REVISED 3/2/18
7 of 7
Transportation Assistance
Due to parts procurement limitations, for vehicles that do not pass the Toyota
inspection criteria, loaner vehicles will be made available for up to 60 days if the
vehicle is required to remain at the Toyota Dealer overnight. Toyota’s policy does
not guarantee customers the same model they are driving as a substitute while
their vehicle is being repaired; however, dealers should consider all relevant
customer needs and, when necessary and reasonably possible, attempt to
provide a vehicle that best meets those requirements.
For vehicles covered under this Warranty Policy Bulletin, the cost of the loaner
will be reimbursed up to a maximum of $60/day.
A rental invoice MUST be attached to all rental claims. These claims may be
subject to debit if rental invoice is not attached.
Claim Type
Opcode
Description
GHG18A
2005-2008 MY Vehicle Rental
1-30 Days
GHG18B*
2005-2008 MY Vehicle Rental
31-60 Days
GHG20A
2009-2010 MY Vehicle Rental
1-30 Days
GHG20B*
2009-2010 MY Vehicle Rental
31-60 Days
GHG20C*
2009-2010 MY Vehicle Rental
61-90 Days
GHG20D*
2009-2010 MY Vehicle Rental
91-120 Days
Repair Program
Sublet Type
RT
* DSPM Authorization is required for rentals greater than 31 days.
Customer-Paid Repairs or Replacement of Components
Customers who previously paid for the replacement of a frame, prior to
January 3, 2017, are required to submit a claim to the settlement administrator by
July 20, 2017 (60 days after final court approval) for reimbursement
consideration by the Court-appointed Settlement Claims Administrator. Those
customers who are eligible for reimbursement will be provided a check by the
settlement administrator. If customers have questions regarding the status of
their reimbursement requests, please have them contact the settlement
administrator at 1-800-481-7948.
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.