ZF3_Dealer Lette

To:
All Toyota Dealer Principals,
Service Managers, Parts Managers
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.
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.
2.
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 accordiance 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.
Warranty Enhancement ZF3 – D – Page |2
3.
Number of Vehicles Covered
There are approximately 517,900 vehicles covered by this Warranty Enhancement Program.
4.
Warranty Claim Processing Instructions
Please refer to the Warranty Policy Bulletin (Bulletin No. POL16-04) for warranty claim processing
instructions. All parts replaced for this repair are subject to warranty parts recovery.
5.
Technical Instructions/Procedures
•
6.
Technical Instructions can be found in T-SB-0027-16
Technician Training Requirements
The repair quality of covered vehicles is extremely important to Toyota. To ensure that all vehicles
have the repair performed correctly; technicians performing this Warranty Enhancement Program
repair are required to currently hold at least one of the following certification levels:
•
•
•
•
Engine Certified Technician
Engine Expert Technician
Master Technician
Master Diagnostic Technician
It is the dealership’s responsibility to select technicians with the above certification level or greater to
perform this Warranty Enhancement Program 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.
Parts Ordering
As this is a Warranty Extension most customers will only request reimbursement from TMS for past
replacements, dealers should not increase their stock of EGR Valves. As always, if a customer
experiences a sticking EGR Valve, dealers should conduct appropriate diagnosis and order the
applicable parts.
Refer to Warranty Policy Bulletin POL16-04 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.
Warranty Enhancement ZF3 – D – Page |3
8.
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 stepby-step 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 – 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
BACKGROUND
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.
Q1:
A1:
What is the condition?
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.
Q1a:
A2a:
Q2:
A2:
What is the cause of this condtion?
This condition is caused by excess carbon build up in the EGR Valve assembly.
What is Toyota going to do?
Owners of vehicles covered by this Warranty Enhancement Program will receive an Owner Letter via
first class mail starting in late June, 2016.
If the owner experiences the condition described above, he/she should contact a local authorized
Toyota dealership for verification and repair. If the condition is covered by the terms of this warranty
enhancement program, the repair will be performed at no charge.
Q3:
A3:
Which vehicles are covered by this Warranty Enhancement Program?
There are approximately 517,900 vehicles covered by this Warranty Enhancement Program.
Model
Prius
Prius
Plug-In
Prius V
Q3a:
A3a:
Q4:
A4:
Model Year
Certain 2010-2012
Certain 2010
Certain 2012
Certain 2012
Appx. UIO
471,700
170
9,000
37,000
Production Period
Late October, 2008 through Mid-July, 2012
Late November, 2009 through Late October, 2010
Late July, 2011 Through Mid-July, 2012
Late September, 2010 through Mid-July, 2012
Are there any other Toyota, Lexus or Scion vehicles covered by this Warranty
Enhancement Program?
Yes, there are approximately 28,600 (Certain 2011-2012 MY) CT200h vehicles covered by this
Warranty Enhancement Program.
What are the details of this coverage?
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 this occurs, the vehicle may illuminate
the check engine light and set diagnostic trouble code (DTC) P0401. 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.
Q5:
A5:
Which parts are covered by this warranty enhancement program?
The specific components(s) covered by this warranty extensions are as follows:
•
•
Exhaust Gas Recirculation (EGR) Valve
Engine Control Software Update
Q6:
A6:
What should an owner do if they experience this condition?
If the owner experiences the condition described above, he/she should contact a local authorized
Toyota dealership for verification and repair. If the condition is covered by the terms of this warranty
enhancement program, the repair will be performed at no charge.
Q7:
What if the dealer performs diagnosis and determines that the vehicle does not have the
condition covered by this Warranty Enhancement Program?
The check engine light and stored DTC can be triggered due to conditions detected not related to the
EGR Valve. 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.
A7:
Q8:
A8:
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 the condition, he/she is asked to apply the warranty
enhancement notification sticker to the Owners Warranty Information Booklet for future reference.
Q9:
How long will the repair take?
A9:
If the condition is present on the vehicle, the repair 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.
Q10:
A10:
What if a customer has previously paid for repairs on their vehicle?
Owners who have previously paid for repairs for this specific condition should refer to the owner letter
for reimbursement consideration instructions.
Q11:
A11:
What if an owner has additional questions or concerns?
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 to 4:00
pm Pacific Time
WARRANTY ENHANCEMENT NOTIFICATION – ZF3
Re: 
Dear Toyota Owner:
At Toyota, we are dedicated to providing vehicles of outstanding quality and value. As part of our continual efforts to help
ensure customer satisfaction, Toyota would like to advise you of an enhancement to portions of your Toyota New Vehicle
Limited Warranty. 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.
While the majority of vehicles will not experience this condition, we are offering the following New Vehicle Warranty
Extension:
Warranty Enhancement Program Details
E
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 this occurs, the vehicle may illuminate the
check engine light and set diagnostic trouble code (DTC) P0401. 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.
•
PL
•
Peel and Stick
Label onto the
Owner’s Warranty
Information Booklet
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.
M
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.
VIN #:_________________________
* Please see your Toyota dealer for additional details
Date of First Use:__________________________
What should you do?
SA
Please apply the sticker above to your Owner’s Warranty Information Booklet for future reference.
If you have not experienced the condition described above, there is no action necessary at this time.
If you have experienced this condition, please contact any authorized Toyota dealer and make arrangements for
diagnosis and, if applicable, repair.
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 have previously paid for repairs related to this condition, please mail a copy of your repair order, proof-ofpayment, 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
ZF3
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 help ensure customer satisfaction, Toyota is advising you of this
Enhancement to the Warranty Coverage.
Q2:
A2:
If my vehicle does not have this condition, 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. If you have not experienced this condition, please apply the sticker to your
Owner’s Warranty Information booklet for future reference.
Q3:
A3
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
condition and terms specified in the notification letter.
Q4:
A4:
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.
A4a:
What if the dealer performs diagnosis and determines that my vehicle is not covered by this
Warranty Enhancement Program?
The check engine light and stored DTC can be triggered due to conditions detected not related to
the EGR Valve. 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.
M
Q4a:
PL
E
Q1:
A1:
How long will the repair take?
If the condition is present on your vehicle, the repair 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.
Q6:
A6:
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
SA
Q5:
A5:
□
Repair Order or Invoice
• Must include the following information
E
Warranty Enhancement
Reimbursement Checklist
- 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
PL
□
- Copy of a cancelled check
- Copy of a Signed Credit Card Receipt
- Copy of a Credit Card Statement
M
□
- (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
- Copy of the Title
Name, Address and Phone Number printed on all documents
Detailed diagnosis statement must answer the following three questions:
1. Why was the vehicle brought into the repair facility?
SA
□
2. What was the repair facility’s diagnosis?
3. What did the repair facility do to correct the concern?
WARRANTY ENHANCEMENT NOTIFICATION – ZF3
Re: 
Dear Toyota Owner:
At Toyota, we are dedicated to providing vehicles of outstanding quality and value. As part of our continual efforts to help
ensure customer satisfaction, Toyota would like to advise you of an enhancement to portions of your Toyota New Vehicle
Limited Warranty. 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.
While the majority of vehicles will not experience this condition, we are offering the following New Vehicle Warranty
Extension:
Warranty Enhancement Program Details
Peel and Stick
Label onto the
Owner’s Warranty
Information Booklet
PL
•
E
This Warranty Enhancement Program provides an 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
this occurs, the vehicle may illuminate the check engine light and set diagnostic
trouble code (DTC) P0401. 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.
This program offers warranty enhancement until March 31, 2017 with no
mileage limitation.
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.
VIN #:_________________________
* Please see your Toyota dealer for additional details
Date of First Use:__________________________
M
What should you do?
Please apply the sticker above to your Owner’s Warranty Information Booklet for future reference.
If you have not experienced the condition described above, there is no action necessary at this time.
If you have experienced this condition, please contact any authorized Toyota dealer and make arrangements for
diagnosis and, if applicable, repair.
SA
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 have previously paid for repairs related to this condition, please mail a copy of your repair order, proof-ofpayment, 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
ZF3
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 help ensure customer satisfaction, Toyota is advising you of this
Enhancement to the Warranty Coverage.
Q2:
A2:
If my vehicle does not have this condition, 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. If you have not experienced this condition, please apply the sticker to your
Owner’s Warranty Information booklet for future reference.
Q3:
A3
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
condition and terms specified in the notification letter.
Q4:
A4:
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.
A4a:
What if the dealer performs diagnosis and determines that my vehicle is not covered by this
Warranty Enhancement Program?
The check engine light and stored DTC can be triggered due to conditions detected not related to
the EGR Valve. 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.
PL
Q4a:
E
Q1:
A1:
How long will the repair take?
If the condition is present on your vehicle, the repair 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.
Q6:
A6:
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
SA
M
Q5:
A5:
Warranty Enhancement
Reimbursement Checklist
□
Repair Order or Invoice
• Must include the following information
- Mileage on the date that the repair order was created
□
- Detailed diagnosis statement
Proof-of-Payment
• Only the Following Items are Valid Proof-of Payment
- Copy of a cancelled check
PL
- Copy of a Signed Credit Card Receipt
E
- Itemized breakdown of labor charges for each repair performed
- 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
M
- Copy of the Title
Name, Address and Phone Number printed on all documents
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
□