ZE7_WEP_Customer
Service Bulletin Details
Public Details for: ZE7_WEP_Customer
Dd: toyota has updated the customer handling reference guide to include the expansion vehicles; please refer to tis for the most current version. All previous versions of this document should be discarded. Please review this guide along wit
- 2015 - 2014 - 2013 - 2012 - 2011 - 2010 - 2009 - 2008 - 2007 - 2006 -
Models from 2015
2015 SCION XB |
Models from 2014
2014 SCION XB |
Models from 2013
2013 SCION XB |
2013 TOYOTA COROLLA MATRIX |
Models from 2012
2012 SCION XB |
2012 TOYOTA COROLLA MATRIX |
Models from 2011
2011 SCION XB |
2011 TOYOTA CAMRY HYBRID |
2011 TOYOTA COROLLA |
2011 TOYOTA COROLLA MATRIX |
Models from 2010
2010 SCION TC |
2010 SCION XB |
2010 TOYOTA CAMRY HYBRID |
2010 TOYOTA COROLLA |
2010 TOYOTA COROLLA MATRIX |
Models from 2009
2009 SCION TC |
2009 SCION XB |
2009 TOYOTA CAMRY |
2009 TOYOTA CAMRY HYBRID |
2009 TOYOTA COROLLA |
2009 TOYOTA COROLLA MATRIX |
Models from 2008
2008 SCION TC |
2008 SCION XB |
2008 TOYOTA CAMRY |
2008 TOYOTA CAMRY HYBRID |
2008 TOYOTA CAMRY SOLARA |
2008 TOYOTA RAV4 |
Models from 2007
2007 SCION TC |
2007 TOYOTA CAMRY |
2007 TOYOTA CAMRY HYBRID |
2007 TOYOTA CAMRY SOLARA |
2007 TOYOTA RAV4 |
Models from 2006
2006 TOYOTA RAV4 |
Service Consultant Reference Guide - Warranty Enhancement Program ZE7 – Engine Oil Consumption Background Toyota has launched a Warranty Enhancement Program to extend warranty coverage to address customer complaints of Excessive Engine Oil Consumption on certain vehicles equipped with 2AZ Engine. This Warranty Enhancement Program was launched in two phases: Phase 1 Reimbursement/Oil Consumption Testing: Launched MidDecember, 2014 allowed customers to seek reimbursement consideration for past repairs to address engine oil consumption. In addition the owner was advised to contact an authorized Toyota dealership to have an engine oil consumption test performed if they believed their vehicle had an engine oil consumption concern. If eligible, depending on the results of the dealer performed engine oil consumption test, owners could seek part replacement under phase 2. Phase 2: Parts Replacement: Launched in Mid-May 2015, allows a customer to seek part replacement under this Warranty Enhancement Program to address concerns of excessive engine oil consumption. Eligibility for parts replacement is dependent on the results of a dealer performed engine oil consumption test in accordance with T-SB-00158-14 (Toyota) and S-SB-0031-14 (Scion). Handling of vehicles that arrive with engine damage and there has not been an oil consumption test performed. Check VIN for Warranty Enhancement Program ZE7 Applicability Is the Oil Level in the Vehicle Low Indicating Damage is Caused by Loss of Oil? Yes No Did the Customer Add Oil to the Vehicle after Damage Occurred? Yes No Inspect the Engine for Sources of External Oil Leaks that Caused Loss of Oil Leak Present No Leak Found Program Coverage This Warranty Enhancement Program provides a Primary and Secondary coverage extension to the vehicle’s “New Vehicle Limited Warranty” for part replacement related to Excessive Engine Oil Consumption. If the condition is verified, necessary parts will be replaced in accordance with the applicable Technical Service Bulletin under the terms of this Warranty Enhancement Program. • • The Primary Coverage offers warranty enhancement until October 31, 2016, regardless of mileage. 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. Model Applicability and Oil Change Interval Reference Table Oil Change Model Model Year Oil Type Qty. Interval 2007-2009 0W-20 or 5W-20 4.5 qt Camry 5,000/6 months Camry Hybrid 2007-2011 0W-20 or 5W-20 4.5 qt 5,000/6 months Camry Solara 2007-2008 0W-20 or 5W-20 4.5 qt 5,000/6 months 2009-2011 0W-20 or 5W-20 4.0 qt Corolla 5,000/6 months Corolla Matrix 2009-2013 0W-20 or 5W-20 4.0 qt 5,000/6 months 2006-2008 0W-20 or 5W-20 4.5 qt RAV4 5,000/6 months 2007-2010 0W-20 or 5W-20 4.0 qt Scion tC 5,000/6 months 2008-2015 0W-20 or 5W-20 4.5 qt Scion xB 5,000/6 months Revision 4: Published 5/14/2015 Can the Vehicle be Repaired so the Consumption Test can be Performed? (Ex: Rod Bearing Replacement) Yes No Is the Service Consultant (by reviewing past repair orders) or the customer able to confirm that the last oil change was within the earlier of the recommended oil change interval, i.e., 5,000 miles or 6 months? Repair Vehicle and Perform Engine Oil Consumption Test (Refer to Q&A #5) No Yes Fail Pass Has the customer performed a reasonable level of maintenance according to Toyota recommended standard? Yes Perform ZE7 Warranty Enhancement Program Repair. Contact regional representative for claim handling of additional labor and parts related to the repair that was performed prior to the oil consumption test. Perform ZE7 Warranty Enhancement Program Repair. Not Eligible for ZE7 – Customer Pay for Engine Damage Repairs No Frequently Asked Questions: Q1: I had the oil consumption test initiated, however when I returned to the dealer I was out of the specified range, can I have another test performed? A1: Another oil consumption test can be requested after 5,000 miles or 6 months has lapsed since the first test was completed if the vehicle is still within the terms and conditions of the warranty enhancement program. Q1A: What if I want the second test performed before 6 months or 5,000 miles? A1A: If you elect to immediately have another test performed, and not wait the required time, the cost of the test would be your responsibility. Q2: Do I need to return to the same dealership to have the results of the consumption test confirmed? A2: Yes, we ask that you return to the same dealership to have the second portion of your test completed. Q3: My vehicle failed the oil consumption test, when can it be repaired? A3: The parts for the Warranty Enhancement repair are not yet available, you will receive a second notification when parts become available and the necessary work can be performed. In the meantime since your vehicle is consuming oil, please be sure to check the oil level on a regular basis as recommended in your vehicle’s Owner’s Manual and top off the vehicle as necessary. If engine damage occurs while you are awaiting the parts for the Warranty Enhancement repair because the engine oil in your vehicle was depleted, the engine damage will not be covered by Toyota. Q4: If my vehicle has been confirmed to exhibit excessive oil consumption, will I be reimbursed for the oil I have to add until the repair can be performed under the parts replacement portion of the Warranty Enhancement program? A4: Yes, if your vehicle has been confirmed to exhibit excessive oil consumption and you are awaiting parts, please follow the reimbursement instructions in the owner letter for oil added to the vehicle until the repair is performed. Q5: My vehicle currently has engine damage and requires repair before I can have the test performed. Will Toyota cover the cost? A5: Repair coverage under this program is dependent on the result of the dealer performed engine oil consumption test. At this time it has not been determined your vehicles engine damage is a result of excessive engine oil consumption. If your vehicle can be repaired so the engine oil consumption test can be performed, you will be asked to cover the cost of the repair. Following the repair, the dealer will initiate the engine oil consumption test. If it is determined your vehicle has excessive engine oil consumption the Warranty Enhancement Program repair will be performed at no charge to you. Additionally the cost you incurred to repair the vehicle so the test could be performed will be reimbursable. Q6: Can I have a rental vehicle until the repair can be performed? A6: A confirmed diagnosis of an excessive oil consumption issue by a dealer does not pose any safety concerns. Therefore, you may continue to drive your vehicle until the engine oil consumption issue can be addressed. Please be sure to check the oil level frequently as recommended in your vehicle’s Owner’s Manual and add engine oil as needed. Q7: Are there any special circumstances when I can have a rental vehicle? A7: Toyota reserves the use of rental vehicles for customer who drive extensive distance in a short period of time or vehicles that have severe engine oil consumption condition which would require immediate repair. All rental considerations are to be reviewed by a regional representative prior to authorization. If approved, on a limited case by case basis Toyota will provide a rental vehicle free of charge until the repair can be performed. Note: Additional FAQ information can be found in the Dealer and Owner FAQ on TIS.