ZG2-ZG3_Dealer L

TOYOTA
Toyota Motor Sales, USA, Inc.
19001 South Western Avenue
Torrance, CA 90501
(310) 468-4000
Published Date: June 30, 2016
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
Subject:
Customer Support Program (CSP) - ZG2/ZG3
(Class Action Settlement for Corson v. Toyota Motor Sales, U.S.A., Inc)
Certain 2009 – 2010 Model Year Corolla vehicles
Electric Power Steering System
On April 6, 2016 a settlement of claims in a class action lawsuit involving certain 2009 and 2010 Toyota Corolla
vehicles (excluding the XRS grade) equipped with an electric power steering system was approved.
Background:
The class action settlement relates to certain 2009 and 2010 Toyota Corolla vehicles (excluding the XRS grade)
equipped with an electric power steering (EPS) system, which has been alleged to “cause vehicles to wander or drift
from center at highway speeds and/or suddenly veer to one direction during normal use.” Toyota denies these
allegations and believes the concerns raised in the lawsuit are about customer preference for on-center steering feel
in the vehicles.
Toyota has determined that turning the page on this legal issue is in the best interests of the company and its
employees, dealers and customers. In keeping with its core principles, Toyota has structured this agreement in
ways that work to put customers first. This CSP was created as part of the implementation of the settlement.
CSP Coverage:
This CSP has three different categories of customer relief as follows:
a) The no cost installation of a re-tuned electronic control unit ("Re-Tuned ECU") for eligible class members who
would prefer an alternative on-center steering feel and from whom Toyota Motor Sales, U.S.A., Inc. has received a
complaint about their Subject Vehicle's on-center steering feel;
(b) A fifty (50) percent discounted installation of the Re-Tuned ECU for eligible class members who would prefer an
alternative on-center steering feel; or
(c) Reimbursement up to $695.00 for eligible class members who already paid to have a Re-Tuned ECU installed in
their Subject Vehicles.
Customers who opted in and are eligible for installation of the Re-Tuned ECU were provided a notification/voucher
from the settlement administrator for either a 50% coverage (ZG3) or a 100% coverage (ZG2). Customers eligible
for this program must request service prior to April 6, 2017.
Toyota has loaded VINs into the TIS vehicle inquiry system according to the following classification for ease of
dealer identification.
Coverage Category
A
B
TIS Designation
ZG2
ZG3
Coverage
100% Part and Labor
50% Part and Labor
UIO
34
4,224
Important Notes:
• The settlement does not cover additional costs associated with services such as vehicle alignment and such
services are not required for settlement benefit eligibility.
• Customers are entitled to the original ECU removed from their vehicles, in the event they desire to have it
re-installed at a future date. Discuss with customers if they would like to have the original ECU provided to
them. If customers request re-installation of the original ECU, the cost of doing so is their responsibility.
© 2016 Toyota Motor Sales, USA
Cus tom er Suppo r t Pr ogr am Z G 2/Z G 3 - D - Pa ge |2
The following information is provided to inform you and your staff of the program notification schedule and your
degree of involvement.
Notification/Voucher Sent To Eligible Customers
In approximately mid-June 2016, the settlement administrator will notify customers who are eligible for either no cost
or discounted installation of the Re-Tuned ECU that they may begin to request installation under the CSP. A sample
of the notification letter has been included for your reference.
Technician Training Requirements
The service quality of covered vehicles is extremely important to Toyota. All dealership technicians performing this
installation 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 installation performed correctly; technicians
performing this installation are required to currently hold at least one of the following certification levels:
•
•
•
•
Certified Electrical
Expert Electrical
Master Technician
Master Diagnostic Technician
Always check which technicians can perform the CSP 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 CSP.
Carefully review your resources, the technician skill level, and ability before assigning technicians to this CSP. It is
important to consider technician days off and vacation schedules to ensure there are properly trained technicians
available to perform this CSP at all times.
Remedy Procedures
Dealerships should utilize the technical instructions found in the repair manual. Technical Instructions
Parts Ordering Process - Non SET and GST Parts Ordering Process
Due to potentially limited availability, the parts may have been placed on either Manual Allocation Control (MAC) or
Dealer Ordering Solutions (DOS). As the parts inventory changes, the ordering process may change. Please check
the Toyota Special Activities MAC/DOS report on Dealer Daily for the most up-to-date parts ordering information.
Dealers are requested to only order parts for vehicles eligible for this Customer Support Program.
Refer to Warranty Policy Bulletin POL16-05 for additional parts ordering information.
All Customer Support Program (CSP) parts are eligible for the Monthly Parts Return Program. Please refer to PANT
Bulletin 2011-087 for campaign parts that are currently returnable under the Monthly Parts Return Program and for
additional details.
Dealer Reimbursement Procedure
Refer to the Warranty Policy Bulletin POL16-05 for warranty claim processing instructions. All parts replaced for this
installation are subject to warranty part recovery.
Customer Reimbursement
Customers who previously paid for the installation were required to submit a claim to the settlement administrator by
March 15, 2016 for reimbursement consideration. 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 request, please have them contact the settlement administrator at 877-880-8814
© 2016 Toyota Motor Sales, USA
Cus tom er Suppo r t Pr ogr am Z G 2/Z G 3 - D - Pa ge |3
Customer Contacts
Customers who receive the owner letter may contact your dealership with questions regarding the letter and/or the
Customer Support Program. Please welcome them to your dealership and answer any questions that they may
have. A Q&A is provided to assure a consistent message is communicated.
Customers
with
additional
questions
or
concerns
may
visit
the
settlement
www.CorollaECUSettlement.com or may contact the Settlement Administrator at 877-880-8814.
website
at
Media Contacts
It is imperative that all media contacts (local and national) receive a consistent message. In this regard, all media
contacts must be directed to Cindy Knight (310) 468-2170 in Toyota Corporate Communications. (Please do not
provide this number to customers. Please provide this contact to only media associates.)
Please review this entire package with your Service and Parts staff to familiarize them with the proper step-by-step
procedures required to implement this Customer Support Program.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
© 2016 Toyota Motor Sales, USA
Customer Support Program (CSP) – ZG2/ZG3
(Class Action Settlement for Corson v. Toyota Motor Sales, U.S.A., Inc)
Certain 2009 – 2010 Model Year Corolla vehicles
Electric Power Steering System
Frequently Asked Questions
Published June 30, 2016
On April 6, 2016 a settlement of claims in a class action lawsuit involving certain 2009 and 2010 Toyota Corolla
vehicles (excluding the XRS grade) equipped with an electric power steering system was approved.
The class action settlement relates to 2009 and 2010 Toyota Corolla vehicles (excluding the XRS grade) equipped
with an electric power steering (EPS) system, which has been alleged to “cause vehicles to wander or drift from
center at highway speeds and/or suddenly veer to one direction during normal use.” Toyota denies these
allegations and believes the concerns raised in the lawsuit are about customer preference for on-center steering feel
in the vehicles.
Toyota has determined that turning the page on this legal issue is in the best interests of the company and its
employees, dealers and customers. In keeping with its core principles, Toyota has structured this settlement in ways
that work to put customers first. This CSP was created as part of the implementation of the settlement.
Q1:
A1:
What are the parameters of the CSP?
This CSP has three different categories of customer relief as follows:
(a) The no cost installation of a re-tuned electronic control unit ("Re-Tuned ECU") for eligible class members
who would prefer an alternative on-center steering feel and from whom Toyota Motor Sales, U.S.A., Inc. has
received a complaint about their Subject Vehicle's on-center steering feel;
(b) A fifty (50) percent discounted installation of the Re-Tuned ECU for eligible class members who would
prefer an alternative on-center steering feel; or
(c) Reimbursement up to $695.00 for eligible class members who already paid to have a Re-Tuned ECU
installed in their Subject Vehicles.
Customers who opted in and are eligible for installation of the Re-Tuned ECU under this settlement were
provided a notification/voucher from the settlement administrator for either a 50% coverage (ZG3) or a 100%
coverage (ZG2). Customers eligible for this CSP must request service prior to April 6, 2017.
Toyota has loaded VINs into the TIS vehicle inquiry system according to the following classification for ease
of dealer identification.
Coverage Category
A
B
TIS Designation
ZG2
ZG3
Coverage
100% Part and Labor
50% Part and Labor
UIO
34
4,224
Important Note: The CSP does not cover additional costs associated with services such as vehicle
alignment and such services are not required for settlement benefit eligibility.
Q1a:
A1a:
How much will installation of the Re-Tuned ECU cost?
The estimated cost of installing the Re-Tuned ECU is $695. Please note this is only an estimate and
the actual cost may vary depending on the labor rates in your geographic area.
Page 1 of 3
© 2016 Toyota Motor Sales, USA
Q2:
A2:
Is the procedure for this CSP the same as outlined in Technical Service Bulletin T-SB- 0140-10?
The only procedure performed as part of this CSP is installation of the Re-Tuned ECU. The TSB 041010 included other procedures that are not included as part of this CSP. If you wish to have other
procedures performed, aside from having the Re-Tuned ECU installed, then you will be responsible for
paying for those services.
Q2a:
A2a:
Will my vehicle require alignment before having this CSP performed?
No, it is not required for the vehicle to have an alignment performed before installing the Re-Tuned
ECU. However, Toyota recommends you periodically have your alignment checked in accordance
with the recommended maintenance schedule to ensure it is within specification. If vehicle alignment
is out of specification it may affect vehicle handling characteristics.
Q2b:
A2b:
What if my vehicle requires alignment or other services?
The CSP does not cover additional costs associated with services such as vehicle alignment. Such
services do not need to be performed before the Re-Tuned ECU is installed. If you choose to have
your alignment inspected or any other additional services performed the cost associated with these
services will be your responsibility.
Q3:
A3:
How long will the installation take?
The installation takes approximately 1.5 hours; however, depending upon the dealer’s work schedule, it may
be necessary to make the vehicle available for a longer period of time.
Q4:
Do I need the notification/voucher the settlement administrator provided to have the installation
performed?
No, Toyota dealerships will be able to determine whether your vehicle is entitled to the discounted or no cost
installation based on the Toyota VIN inquiry system. The notification/voucher is not required at the time of
installation.
A4:
Q5:
A5:
I had the installation performed and I preferred the original steering feel, why?
The Re-Tuned ECU that is being offered as part of the CSP provides an alternative steering feel for those
customers who are dissatisfied with the original on-center steering feel. Additionally, please note the
vehicle’s handling characteristics could be affected by other factors such as improper vehicle alignment, tire
pressure, worn/loose suspension, issues with other steering components, and environmental conditions,
such as road surface and wind.
Q5a:
A5a:
I am dissatisfied with the Re-Tuned ECU, can I have a refund?
No, Toyota will not provide a refund if you elect to have the installation performed and are
dissatisfied with the steering feel after replacement of the Re-Tuned ECU.
Q5b:
I am unsure I will like the steering feel of the Re-Tuned ECU, will the dealer provide me the old
ECU if I have the installation performed?
Yes, if you have the Re-Tuned ECU installed, you may request that the dealer provide you the
original ECU that was removed from the vehicle.
A5b:
Q5c:
A5c:
Can I have the original ECU re-installed?
If you elect to have the original ECU re-installed at any time, you will be responsible for the
associated costs.
Q6:
A6:
What if I previously paid to have the Re-Tuned ECU installed?
Customers who previously paid for the installation were required to submit a claim to the settlement
administrator by March 15, 2016 for reimbursement consideration. Those customers who are eligible for
reimbursement will be provided a check by the settlement administrator. If you have questions regarding the
status of your reimbursement request please contact the settlement administrator at 877-880-8814.
Q7:
A7:
What if I have additional questions or concerns regarding the settlement?
If you would like additional information regarding the settlement you can visit
www.CorollaECUSettlement.com or contact the settlement administrator at 877-880-8814.
Page 2 of 3
© 2016 Toyota Motor Sales, USA
Q8:
A8:
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.
Page 3 of 3
© 2016 Toyota Motor Sales, USA
E
L
«ClaimID»
NOTIFICATION FOR A NO COST INSTALLATION OF
THE RE-TUNED ELECTRONIC CONTROL UNIT
P
M
A
You are receiving this Notification because you are a Class Member in the Corson, et al.
v. Toyota Motor Sales, U.S.A., Inc., et al. lawsuit. You timely submitted a valid Claim
Form, which entitles you to have the re-tuned electronic control unit (“Re-Tuned ECU”)
installed in your 2009 or 2010 Toyota Corolla by any authorized Toyota Dealer at no
cost, subject to the terms and conditions that you acknowledged and agreed to in your
submitted Claim Form. Under the Settlement Agreement, the Toyota Dealer is only
responsible for installing the Re-Tuned ECU, and if the Toyota Dealer performs any
other services, tests or repairs on your vehicle, you are solely responsible for the payment
for all such services, tests or repairs.
S
2
G
Z
To take advantage of this offer, you must contact and request from an authorized Toyota
Dealer, no later than April 6, 2017, that this procedure be performed on your vehicle
Claim Identification Number: «ClaimID»
VIN (last 4 digits): «Last4VIN»
Corson v. Toyota Motor Sales, U.S.A. Settlement Administrator
P.O. Box 43388
Providence, RI 02940-3388
P
M
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Notification for a No Cost Re-Tuned ECU
«Barcode»
Postal Service: Please do not mark barcode
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Claim#: TYS-«ClaimID»-«MailRec»
«First1» «Last1»
«CO»
«Addr2»
«Addr1»
«City», «St» «Zip»
«Country»
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Corson v. Toyota Motor Sales, U.S.A. Settlement Administrator
P.O. Box 43388
Providence, RI 02940-3388
P
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Notification for a Discounted Re-Tuned ECU
«Barcode»
Postal Service: Please do not mark barcode
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Claim#: TYS-«ClaimID»-«MailRec»
«First1» «Last1»
«CO»
«Addr2»
«Addr1»
«City», «St» «Zip»
«Country»
TYS
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«ClaimID»
NOTIFICATION FOR A 50% DISCOUNTED INSTALLATION
OF THE RE-TUNED ELECTRONIC CONTROL UNIT
P
M
A
You are receiving this Notification because you are a Class Member in the Corson, et al.
v. Toyota Motor Sales, U.S.A., Inc., et al. lawsuit. You timely submitted a valid Claim
Form, which entitles you to have the re-tuned electronic control unit (“Re-Tuned ECU”)
installed in your 2009 or 2010 Toyota Corolla by any authorized Toyota Dealer for a fifty
(50) percent discount, subject to the terms and conditions that you acknowledged and
agreed to in your submitted Claim Form. The total cost is currently estimated to be
approximately $695.00. Please note that the actual total cost may differ from the
estimated total cost depending on the labor rates in your area. Under the Settlement
Agreement, the Toyota Dealer is only responsible for installing the Re-Tuned ECU, and
if the Toyota Dealer performs any other services, tests or repairs on your vehicle, you are
solely responsible for the payment for all such services, tests or repairs.
S
3
G
Z
To take advantage of this offer, you must contact and request from an authorized Toyota
Dealer, no later than April 6, 2017, that this procedure be performed on your vehicle.
Claim Identification Number: «ClaimID»
VIN (last 4 digits): «Last4VIN»