ZF3_Region Lette

TOYOTA
Product Support Division
INTEROFFICE MEMORANDUM
Volume: XIX
Number: TC16-002
Date: 6/15/2016
X Action
X Retain
Information
To:
All Region/Private Distributor General Managers/Vice Presidents
From:
Bob Waltz,
Vice President, Product Quality & Service Support
Subject:
Warranty Enhancement Program – ZF3
Certain 2010-2012 Prius
Certain 2012 Prius V
Certain 2010 and 2012 Prius Plug-In
Extension of Warranty Coverage for Sticking Exhaust Gas Recirculation (EGR) Valve
In our continuing efforts to help ensure the best in customer satisfaction, Toyota is announcing a
Warranty Enhancement Program to extend the warranty coverage for a sticking EGR Valve on Certain
2010-2012 Prius, 2012 Prius V, and Certain 2010 and 2012 Prius Plug-In vehicles.
In these vehicles, Toyota has received some reports of a rough idle and/or rattle noise from the transaxle at
cold start due to a sticking Exhaust Gas Recirculation (EGR) Valve. If this occurs, the vehicle may illuminate
the check engine light and set diagnostic trouble code (DTC) P0401.
Although the EGR Valve is covered by Toyota’s New Vehicle Limited Warranty for 3 years or 36,000 miles
(whichever comes first), we at Toyota care about the customers ownership experience. Toyota is now
extending the warranty coverage for repairs related to the EGR Valve to address the condition described
above.
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 Vehicle Limited
Warranty coverage is 15 years from the date of first use, or 150,000 miles (whichever occurs first). For
California-certified vehicles sold, registered, and normally operated in Delaware, Pennsylvania, and
Washington, the Toyota New Vehicle Limited Warranty coverage is 7 years from the date of first use, or
70,000 miles (whichever occurs first).
The following vital 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 Mid-June, 2016.
2.
Owner Notification Mailing Date
The owner notification will commence in Late June, 2016 and will be mailed over 3 months. We have
attached a sample owner letter for your reference.
Warranty Enhancement ZF3 – R – Page |2
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 a rough idle and/or rattle noise from the transaxle at
cold start due to a sticking Exhaust Gas Recirculation (EGR) Valve. If the condition is verified, the
vehicle will be repaired in accordance with the applicable Technical Service Bulletin (TSB) under the
terms of this Warranty Enhancement Program.
•
•
The Primary Coverage offers warranty enhancement until March 31, 2017 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.
4.
Number of Vehicles Covered
There are approximately 517,900 vehicles covered by this Warranty Enhancement Program.
5.
Region/District Summary Reports
We have enclosed the following Warranty Enhancement Program ZF3 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 Special or 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