Pol-08-04

DISTRIBUTE TO:
 Service Manager
 Warranty Administrator
Warranty Policy Bulletin
No.:
Date:
Page:
POL08-04
12/1/08
1 of 6
REVISED 06/24/16
SUBJECT:
WARRANTY ENHANCEMENT (ZTH) – CUSTOMER
SUPPORT PROGRAM (CSP) TACOMA FRAME
RUST CORROSION PERFORATION ON CERTAIN
2001 THROUGH 2004 MODEL YEAR TACOMA
VEHICLES
Toyota has initiated a Customer Support Program (CSP) to provide supplemental warranty
coverage for certain 2001 through 2004 model year Tacoma vehicles.
Toyota received isolated reports regarding a small number of ‘01 through ‘04 model year
Tacoma vehicles operated in severe cold climate areas with high road salt use. They were
reported to be exhibiting excessive rust causing perforation of the frame. Toyota investigated
these reports and determined that the frames for this small number of vehicles may not have
adequate corrosion-resistant protection for use in this environment. This combined with
prolonged exposure to road salts and other environmental factors may contribute to the
development of excessive rust in the frames of some vehicles.
This condition is unrelated to and separate from normal surface rust which is
commonly found on metallic surfaces after some years of usage and/or exposure to the
environment.
What is Covered
The vehicle’s frame is covered by Toyota’s New Vehicle Limited Warranty for 3 years or
36,000 miles from the date of first use (whichever comes first). To assure customers that we
stand behind our product, the warranty coverage has been extended to a total of 15
years/unlimited mileage from the vehicle’s date of first use for this specific condition. This
warranty coverage extension is contingent upon vehicles registered in severe cold climate
states having a corrosion resistant treatment process completed prior to the expiration of LSC
90D.
Severe cold climate states include vehicles registered in CT, DE, IL, IN, KY, MA, MD, ME, MI,
MN, NH, NJ, NY, OH, PA, RI, VA, VT, WI, WV and the District of Columbia.
Vehicles registered in non severe cold climate states will have their warranty extended for 15
years/unlimited mileage from the vehicle’s date of first use for this specific condition, and do
not require the corrosion resistant treatment process.
Non severe cold climate states include vehicles registered in AK, AL, AR, AZ, CA, CO, FL,
GA, HI, IA, ID, KS, MT, LA, MO, MS, NC, ND, NE, NM, NV, OK, OR, SC, SD, TN, TX, UT, WA,
WY and the U.S. Territories.
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.
Warranty Policy Bulletin
POL08-04
12/01/08
Page 2 of 6
Revised 06/24/16
This warranty extension will be offered for a period of 15 years/unlimited mileage from the
vehicle’s date of first use, provided that the customer adheres to the terms specified in this
policy and/or owner letter.
In the event frame perforation caused by rust is found on a vehicle covered by this CSP, the
frame will require repair or replacement.
If the vehicle has frame perforation caused by rust, customers are requested to contact any
Toyota dealer and make arrangements for inspection of the frame. After inspection, Toyota
will repair the frame (according to the inspection results). Based upon the condition of
the specific vehicle and replacement parts/frame availability, Toyota may decide to repurchase
the vehicle rather than to repair the frame. Please reference the dealer letter mailed on
November 25, 2008 for vehicle inspection and repurchase information.
Please note that direct marketing of warranty or this Customer Support Program is
strictly prohibited as outlined in Warranty Policy 5.21, Warranty Solicitation.
What is Not Covered
This offer is subject to the same conditions set forth in the New Vehicle Limited Warranty with
the exception of the extended warranty coverage on the vehicle’s frame. Eligibility notes: (1)
Damage incurred from abuse, misuse, tampering, a crash, vandalism, flood-damage and/or
other impact is not covered by this offer; (2) This offer does not apply to scrapped, salvaged,
dismantled, flood-damaged, rebuilt or other branded/salvage title vehicles (excluding lemon
law branded vehicles); (3) The vehicle must be operable, must have been operated regularly
over the preceding twelve months and have a valid and current registration or the customer
must demonstrate that he/she was unable to register the vehicle due to the perforation
condition in order for this extended warranty coverage to be applied; (4) Vehicles with
moderate, or more, accident damage must be drivable and, in any event, are not eligible for
the full frame repair or repurchase consideration. In these cases, any frame repair or
repurchase consideration will take into account the cost to repair any accident damage as well
as any insurance recovery which the customer may have received.
Determining Eligibility
Vehicles registered in severe cold climate states will be listed as “potentially eligible” for ZTH in
Service Lane and TIS (under the Warranty tab in Vehicle Inquiry) if they met all CRC
application prerequisites to be eligible for this warranty enhancement.
Vehicles registered in severe cold climate states that did not meet the CRC application
prerequisites prior to the expiration of 90D will be marked “expired” or “No Longer Eligible.”
Note: Vehicles listed as “potentially eligible” must still meet all other eligibility requirements
listed above to be eligible for this warranty enhancement.
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.
Warranty Policy Bulletin
POL08-04
2/6/09
Page 3 of 6
Revised XX/XX/16
Applicable VIN Ranges
MODEL
WMI
MY
2001
Tacoma
5TE
2002
2003
VDS
GM92N
GN92N
HN72N
NL42N
NM92N
PM62N
SM92N
SN92N
VL52N
VN52N
WM72N
WN72N
GM92N
GN92N
HN72N
NL42N
NM92N
PM62N
SM92N
SN92N
VL52N
VN52N
WM72N
WN72N
GM92N
GN92N
HN72N
NL42N
NM92N
PM62N
SM92N
SN92N
VL52N
VN52N
WM72N
WN72N
VIN RANGE
Ranges
Z727245
Z880431
Z726201
Z880433
Z726498
Z880444
Z718168
Z880440
Z718261
Z880427
Z718416
Z880351
Z718295
Z880439
Z718166
Z880436
Z718280
Z880441
Z718355
Z879914
Z718164
Z880443
Z718395
Z880438
Z000001
Z899998
Z000190
Z899894
Z000002
Z899999
Z000006
Z899978
Z000233
Z899936
Z000022
Z899995
Z000245
Z899972
Z000012
Z899646
Z000013
Z899990
Z000017
Z898219
Z000058
Z899904
Z000019
Z899885
Z145585
Z305459
Z145318
Z305507
Z145460
Z305500
Z145319
Z305504
Z145535
Z305379
Z145471
Z305481
Z145555
Z305506
Z145622
Z305491
Z145395
Z305505
Z145797
Z304523
Z145487
Z305493
Z145316
Z305501
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.
Warranty Policy Bulletin
POL08-04
12/01/08
Page 4 of 6
Revised 06/24/16
Applicable VIN Ranges Cont’d
2004
GM92N
GN92N
HN72N
NL42N
NM92N
PM62N
SM92N
SN92N
VL52N
VN52N
WM72N
WN72N
Z305895
Z305509
Z305686
Z305510
Z305853
Z305763
Z305863
Z305944
Z305639
Z306177
Z305789
Z305508
Z466734
Z466774
Z466778
Z466783
Z466785
Z466764
Z466748
Z466746
Z466782
Z454172
Z466757
Z466784
Claim Submission Process
Inspection Procedure
Claim
Type
Repair
Program
Opcode
Description
Inspection of the frame
for rust perforation
(No perforation found)
Condition/Cause/Remedy (CCR)
Statement
INSPECT FRAME
CORROSION
NO RUST PERFORATION FOUND
Labor
Time
0.6
Hr/Veh
Sublet
Type
YG**
(ZTH Towing)
8630J1*
Repair
Program
8630J2*
Inspection of the frame
for rust perforation
(Perforation found)
INSPECT FRAME
CORROSION
RUST PERFORATION FOUND
0.6
Hr/Veh
YG**
(ZTH Towing)
*Submit inspection claims to TMS for payment immediately after vehicle has been inspected.
**Only if applicable.
Frame Replacement Procedure
Claim
Type
Opcode
Description
Condition/Cause/Remedy (CCR)
Statement
Labor
Time
Repair
Program
8630J3
Frame replacement at
dealership
RUST PERFORATION FOUND
FRAME REPLACEMENT
FRAME REPLACED AT DEALER
60
Hr/Veh
N/A
Repair
Program
8630J4*
Frame replacement at
independent or dealer
body shop
RUST PERFORATION FOUND
FRAME REPLACEMENT
FRAME REPLACED INDEPENDENT
N/A
YF
* Frame replacements sublet to an independent body shop should not exceed 60 hrs at the body
shop’s mechanical labor rate.
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.
Sublet
Type
Warranty Policy Bulletin
POL08-04
12/01/08
Page 5 of 6
Revised 06/24/16
All frame replacements at an independent body shop will be repaired at actual cost. Labor time
includes additional time to remove and replace rusted components, and frame disposal. There
will be no “Z time” allowed on these claims. All replacement parts must be submitted in the
Replacement Part section of the warranty claim. Any warranty claims submitted with
replacement parts in sublet will be automatically returned for correction.
Repurchase Procedure
In the event vehicle repurchase is deemed necessary, please reference the dealer letter mailed
on December 5th, 2008 for vehicle repurchase procedures. Note – all repurchase decisions
must be pre-approved by your Region/PD office. The following opcode has been provided to
cover additional administration fees associated with the repurchase process:
Claim
Type
Opcode
Description
Condition/Cause/Remedy (CCR)
Statement
Repair
Program
8630J5*
Administration fees for
repurchase process
ADMIN TIME
VEHICLE REPURCHASE
ISG PROCESS
*Must submit 8630J2 Inspection claim prior to submitting 8630J5 Admin. Fee claim.
Labor
Time
Sublet
Type
0.1
Hr/Veh
N/A
Complimentary Loaner Vehicles
Complimentary loaner vehicles are allowed for customers waiting for their vehicles to be repaired
or replaced. If Toyota makes the decision to repair or replace the frame, the inspection claim
must be submitted immediately. After the inspection has been completed and frame rust
perforation has been identified, provide the customer with a loaner vehicle and submit a second
warranty claim for the rental. Note: The first 30 rental days do not require DSPM
authorization. A rental claim must be submitted for every thirty days of rental expense and
should not exceed the maximum of 97 days.
All efforts should be made to place the customer in a Toyota loaner vehicle. If a Toyota loaner
vehicle is not available, DSPM authorization is required. Below are the “rental only” opcodes
which should be used for submitting rental claims. Rental expense will be submitted
separately from repair/replacement for this CSP only. Dealers will be required to scan and
attach the rental invoice on the warranty claim in CPS. (The rental sublet scanning instructions
are attached.)
Claim
Type
Repair
Program
Opcode
Description
Sublet
Type
RT
8630JF
Rental 1-30
Days
Repair
Program
8630JG
Rental 31-60
Days
RT
Repair
Program
8630JH
Rental 61-97
Days
RT
CCR
Number of rental days on attached invoice
Customer’s Name
Inspection Claim Number
Number of rental days on attached invoice
Customer’s Name
Inspection Claim Number
Number of rental days on attached invoice
Customer’s Name
Inspection Claim Number
Sublet
Amts
$35 per
day
DSPM
Auth
No
$35 per
day
Yes
$35 per
day
Yes
Rental Document Attachment Information and Instructions:
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.
Warranty Policy Bulletin
POL08-04
12/01/08
Page 6 of 6
Revised 06/24/16
Prior to the rental claim being submitted, dealers must complete and submit a warranty claim for
the vehicle inspection. Please use the following instructions to attach the rental document to the
warranty claim in CPS:
1. Click on the Attachments Tab.
2. Select the Document Type drop down and choose Rental Invoice.
3. Click on the Browse button to locate the rental invoice you have previously scanned in
your computer and attach the file.
4. Once the file has been successfully attached to the claim, you will see it listed on the
screen.
5. If you need to add additional attachments or delete an attachment, you may use the Add
or Delete buttons.
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.