J0D_Dealer Lette

◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
May 7, 2018
The condition has been clarified.
TOPIC
Special Service Campaign J0D is SUSPENDED.
Special Service Campaign J0D is SUSPENDED until further notice. During this suspension,
the Technical Instructions will not be available and Dealers SHOULD NOT perform the
remedy in Special Service Campaign J0D.
Warranty claims for repairs performed prior to this suspension will continue to be accepted
during this suspension.
April 11, 2018
Note that other procedures described in the J0D Dealer Letter continue to apply during this
suspension, including those in the “Toyota Certified Used Vehicle (TCUV)” and the “New and
Used Vehicles in Dealership Inventory (In-Stock Vehicles)” sections.
As the owner notification schedule was April 2018, Toyota has not yet sent owner
notifications about Special Service Campaign J0D. Toyota will notify owners when J0D is no
longer suspended.
April 4, 2018
Please review this notification with your staff to assure that all relevant
personnel have been briefed regarding this subject.
The parts ordering process section has been updated with a second option for MAC release.
The most recent update in the attached Dealer Letter will be highlighted with a red box.
Please review this notification with your staff to assure that all relevant personnel have been briefed regarding this
subject.
Thank you for your cooperation.
© 2018 Toyota Motor Sales, USA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
Subject:
Special Service Campaign J0D – Remedy Suspended
Certain 2014 – 2017 Model Year Toyota Corolla Vehicles
Certain 2017 Model Year Toyota Corolla iM Vehicles
Certain 2016 Model Year Scion iM Vehicles
Continuously Variable Transaxle (CVT) Software Update
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To:
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Original Publication Date: March 28, 2018
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Condition
An Electronic Control Unit (ECU) in the subject vehicles has improper programming that could lead a component in
the Continuously Variable Transmission (CVT) to unnecessarily cycle and experience abnormal wear. If this
component becomes damaged, the Malfunction Indicator Lamp (MIL) may illuminate in the instrument cluster and the
vehicle could experience a reduction of speed. After reaching a pre-determined gear ratio, the vehicle can be operated
up to approximately 37 mph.
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Remedy
Any authorized Toyota dealer will perform an update to the CVT control software at NO CHARGE. Additionally, in the
unlikely event that the vehicle is exhibiting the condition, any authorized Toyota dealer will repair* or replace the CVT
assembly at NO CHARGE.
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*: At this time, CVT repair is not available. In the unlikely event that the vehicle is exhibiting the condition, the CVT
assembly should be replaced. If a CVT repair for this condition becomes available in the future, the CVT may be
repaired.
Covered Vehicles
There are approximately 1,300,800 vehicles involved in this Special Service Campaign. Approximately 17,800
vehicles involved in this Special Service Campaign were distributed to Puerto Rico.
Model Year
Approximate UIO
Production Period
Toyota Corolla
Toyota Corolla iM
Scion iM
2014 – 2017
2017
2016
1,263,300
19,700
17,800
Late April 2013 – Late July 2017
Mid-March 2016 – Mid-June 2017
Early February 2015 – Early August 2016
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Model Name
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Owner Letter Mailing Date
Toyota will begin to notify owners in April 2018.
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Toyota makes significant effort to obtain current customer name and address information from each state through
industry resources when mailing owner letters. In the event your dealership receives a notice for a vehicle that was
sold prior to the Special Service Campaign announcement, it is the dealership’s responsibility to forward the owner
letter to the customer who purchased the vehicle.
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Please note that only owners of the covered vehicles will be notified. If you are contacted by an owner who has not
yet received a notification, please verify eligibility by confirming through TIS prior to performing repairs. Dealers
should perform the repair as outlined in the Technical Instructions found on TIS.
© 2018 Toyota Motor Sales, USA
S p e c i a l S e r v i c e C a m p a i g n J 0 D - D - P a g e |2
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New and Used Vehicles in Dealership Inventory (In-Stock Vehicles)
To ensure customer satisfaction, Toyota requests that dealers complete this Special Service Campaign on any new
or used vehicles currently in dealer inventory that are covered by this Special Service Campaign prior to customer
delivery. However, if the campaign cannot be completed (for example, due to remedy parts availability), delivery of a
covered vehicle is acceptable if disclosed to the customer that the vehicle is involved in a Special Service Campaign.
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Toyota expects dealers to use the attached Customer Contact and Vehicle Disclosure Form to obtain vehicle buyer
information. Dealers are expected to provide a copy of the completed form, along with the most current FAQ, to the
vehicle buyer. Toyota and the dealer may use this information to contact the customer when the remedy becomes
available.
Keep the completed form on file at the dealership and send a copy to [email protected]. In the subject
line of the email state “Disclosure Form J0D” and include the VIN.
NOTE: Dealers can identify if any of their new and used inventory has any open campaigns in the Vehicle Inventory
Summary available in Dealer Daily (https://dealerdaily.toyota.com/). The Vehicle Inventory Summary may take up to
24 hours to populate information for newly launched campaigns.
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Toyota Certified Used Vehicle (TCUV)
The TCUV policy prohibits the certification of any vehicle with an outstanding Safety Recall, Special Service
Campaign, or Limited Service Campaign. Thus, no affected units are to be designated, sold, or delivered as a TCUV
until all applicable Safety Recalls, Special Service Campaigns, and Limited Service Campaigns have been completed
on that vehicle.
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Certified Technician (Drivetrain)
Expert Technician (Any specialty)
Master Technician
Master Diagnostic Technician
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Technician Training Requirements
The repair quality of covered vehicles is extremely important to Toyota. All dealership technicians performing this
repair 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 repair performed correctly; technicians performing
this repair are required to currently hold at least one of the following certification levels:
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Always check which technicians can perform the repair 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 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.
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Remedy Procedures
Refer to TIS for Technical Instructions on repair. Conduct all non-completed Safety Recalls and Service Campaigns
on the vehicle during the time of appointment.
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CVT Assembly Replacement – DSPM Authorization Required (Out of warranty vehicles ONLY).
If the vehicle requires CVT assembly replacement and is out-of-warranty, you must obtain DPSM authorization prior
to proceeding with CVT assembly replacement. Note: Vehicles that are still in-warranty do not require DSPM
authorization for CVT assembly replacement.
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Step 1:
Contact your DSPM and provide him/her with the VIN, current mileage, date of first use (DOFU), and a screenshot
proving DTC P2820 is present. An example of this screen shot is shown in the Parts Ordering Process section. The
DPSM will use this information to verify that the vehicle is out of warranty and DTC P2820 is present.
Step 2:
If the DSPM authorizes the repair, he/she will provide your dealership with a special OpCode to claim the cost of
performing the repair.
© 2018 Toyota Motor Sales, USA
S p e c i a l S e r v i c e C a m p a i g n J 0 D - D - P a g e |3
Please complete the form and provide it to the owner. The first noncompleted VINs will be submitted to the California state DMV by May
31, 2018. If the vehicle owner’s warranty claim will not be processed
and paid prior to this date, please be sure to complete a form and
provide it to a California owner.
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Vehicles Emission Recall Proof of Correction Form (California only)
As this Special Service Campaign includes emission related parts, California dealers are requested to fill out the
Vehicle Emissions Recall – Proof of Correction form after repairs have been completed. The vehicle owner may
require this form for vehicle registration renewal. It is important to note that the forms are an official state
document and blank forms must be secured to prevent misuse. Booklets can be ordered from the MDC (material
number 00410-92007).
Repair Quality Confirmation
The repair quality of covered vehicles is extremely important to Toyota. To help ensure that all vehicles have the repair
performed correctly, please designate at least one associate (someone other than the individual who performed the
repair) to verify the repair quality of every vehicle prior to customer delivery.
Parts Ordering Process- Non SET and GST Parts Ordering Process
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Note: Parts are only required in the unlikely event that the vehicle has experienced the condition (DTC P2820
is present) and if it requires a CVT assembly replacement.
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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.
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If the parts are currently placed on MAC, you will be required to submit a Customer Health
Check/Diagnostic Report proving that DTC P2820 is present OR, a screenshot of the Vehicle
Health Check proving that DTC P2820 is present. The screenshot must include the VIN and DTC
P2820. Below is an example of this screenshot and the Customer Health Check/Diagnostic
Report. Only 1 of these 2 options is required for parts release.
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Example of Vehicle Health Check screenshot:
© 2018 Toyota Motor Sales, USA
S p e c i a l S e r v i c e C a m p a i g n J 0 D - D - P a g e |4
Parts Ordering Process Continued…
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Example of Customer Health Check/Diagnostic Report.
All Safety Recall, Service Campaign (SSC/LSC) 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.
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The applicable P/Ns and quantities can be found in T-SB-0289-17 (Toyota vehicles) or S-SB-0002-18 (Scion vehicles).
© 2018 Toyota Motor Sales, USA
S p e c i a l S e r v i c e C a m p a i g n J 0 D - D - P a g e |5
Warranty Reimbursement Procedure
Not Covered
Check the TIS Vehicle Inquiry System
to verify vehicle eligibility.
No further action required.
P2820 Present
CVT Replacement Required
P2820 NOT Present
Determine if the vehicle is still covered
by Toyota s New Vehicle Powertrain
Warranty
Determine ECM Calibration ID
Previous Calibration ID
Out of Warranty
New Calibration ID
Contact DSPM to obtain authorization
to replace the CVT.
Reflash ECM
Replace CVT
Replace CVT
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Campaign complete.
Return the vehicle to the customer.
Previous Calibration ID
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Reflash ECM
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Determine ECM Calibration ID
New Calibration ID
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Refer to Claim Filing Process #1 in the
Dealer Letter for instructions on filing a
warranty claim.
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Determine ECM Calibration ID
New Calibration ID
Previous Calibration ID
Reflash ECM
Install Authorized Modification Label
Install Authorized Modification Label
Campaign complete.
Return the vehicle to the customer.
Campaign complete.
Return the vehicle to the customer.
Refer to Claim Filing Process #2 in the
Dealer Letter for instructions on filing a
warranty claim.
Refer to Claim Filing Process #3 in the
Dealer Letter for instructions on filing a
warranty claim.
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Covered by Warranty
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Install Authorized Modification Label
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Check for DTCs
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Covered
© 2018 Toyota Motor Sales, USA
S p e c i a l S e r v i c e C a m p a i g n J 0 D - D - P a g e |6
Warranty Reimbursement Procedure Continued…
Claim Filing Process #1
Flat Rate Hours
0.6
0.3
The flat rate times include 0.1 hours of administrative cost per unit for the dealership.
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Description
Perform software update
Vehicle has new calibration ID, software update not required
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Opcode
LGG11B
LGG11A
Claim Filing Process #2
The DSPM will provide your dealership with a special OpCode for the repair.
Claim Filing Process #3
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Step 1: File OpCode LGG11B for performing the software update or, if the vehicle already had the new calibration
ID and doesn’t require software update, file OpCode LGG11A. Filing either OpCode will close-out the
campaign.
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Step 2: File a warranty claim for replacing the CVT using the applicable OpCodes listed in T-SB-0289-17 (Toyota
vehicles) or S-SB-0002-18 (Scion vehicles). Filing this OpCode will not close-out the campaign.
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Note: Do not file the OpCodes, listed in the Service Bulletins, for performing the software update.
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Claim Filing Accuracy and Correction Requests
It is the dealer’s responsibility to file claims correctly for this Special Service Campaign This claim filing information is
used by Toyota for various government reporting activities; therefore, claim filing accuracy is crucial. If it has been
identified that a claim has been filed using an incorrect opcode or a claim has been filed for an incorrect VIN, refer to
Warranty Procedure Bulletin PRO17-03 to correct the claim.
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Customer Reimbursement
Reimbursement consideration instructions will be included in the owner letter.
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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 Victor Vanov (469) 292-1318 in Toyota Corporate Communications. Please do not
provide this number to customers. Please provide this contact only to media.
© 2018 Toyota Motor Sales, USA
S p e c i a l S e r v i c e C a m p a i g n J 0 D - D - P a g e |7
Customer Contacts
Customers who receive the owner letter may contact your dealership with questions regarding the letter and/or the
Special Service Campaign. 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.
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Customers with additional questions or concerns are asked to please contact the Toyota Customer Experience Center
(1-888-270-9371) - Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
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Campaign Designation Decoder
H
0
A
Year Campaign is Launched
Repair Phase
Current Campaign Letter
for this year
0 = Remedy
1 = Interim (Remedy not yet
available)
will change to
when the Remedy is available
1st Campaign = A
2nd Campaign = B
3rd Campaign = C
4th Campaign = D
5th Campaign = E
27th Campaign = 1
28th Campaign = 2
Etc...
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(May use other characters in
unique cases)
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B = 2011
C = 2012
D = 2013
E = 2014
F = 2015
G = 2016
H = 2017
Etc...
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Examples:
C1B = Launched in 2012, Interim Phase, 2nd Campaign Launched in 2012
E0A = Launched in 2014, Remedy Phase, 1st Campaign Launched in 2014
H0A = Launched in 2017, Remedy Phase, 1st Campaign Launched in 2017.
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Please review this entire package with your Service and Parts staff to familiarize them with the proper stepby-step procedures required to implement this Special Service Campaign.
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Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
© 2018 Toyota Motor Sales, USA
Special Service Campaign J0D – Remedy Suspended
Certain 2014 – 2017 Model Year Toyota Corolla Vehicles
Certain 2017 Model Year Toyota Corolla iM Vehicles
Certain 2016 Model Year Scion iM Vehicles
Continuously Variable Transaxle (CVT) Software Update
Frequently Asked Questions
Original Publication Date: March 28, 2018
◄ IMPORTANT UPDATE ►
DATE
•
May 7, 2018
•
•
TOPIC
This document has been updated with Q&As related to the suspension status of
Special Service Campaign J0D.
Q1b and Q3b have been added.
The condition, described in Q1, has been clarified.
The most recent updates will be highlighted with a red box.
Q1:
A1:
Q2:
A2:
What is the condition?
An Electronic Control Unit (ECU) in the subject vehicles has improper programming that could lead a
component in the Continuously Variable Transmission (CVT) to unnecessarily cycle and experience abnormal
wear. If this component becomes damaged, the Malfunction Indicator Lamp (MIL) may illuminate in the
instrument cluster and the vehicle could experience a reduction of speed. After reaching a pre-determined
gear ratio, the vehicle can be operated up to approximately 37 mph.
Q1a:
A1a:
What transmissions are affected?
The Continuously Variable Transaxle (CVT) is affected. The CVT utilizes a continuous range of gear
ratios to control the application of the engine’s power-output to the drive wheels.
Q1b:
A1b:
Are there certain situations where this condition is more likely to occur?
This issue involves abnormal valve wear inside the CVT that could lead the control unit to detect a
mismatch of the CVT gear ratio (commanded vs. actual). The potential for gear ratio mismatch is
highest at lower vehicle speeds or during acceleration from a stop.
Are there are any symptoms that this condition exists?
If the condition exists, the malfunction indicator lamp, shown below, may illuminate in the instrument cluster
and the vehicle could experience a reduction of speed. After reaching a pre-determined gear ratio, the vehicle
can be operated up to approximately 37 mph.
Malfunction Indicator Lamp
FAQ Page 1 of 3
© 2018 Toyota Motor Sales, USA
Q3:
A3:
Which and how many vehicles are covered by this Special Service Campaign?
There are approximately 1,300,800 vehicles covered by this Special Service Campaign.
Model Name
Model Year(s)
Approximate UIO
Production Period
Toyota Corolla
Toyota Corolla iM
Scion iM
2014 – 2017
2017
2016
1,263,300
19,700
17,800
Late April 2013 – Late July 2017
Mid-March 2016 – Mid-June 2017
Early February 2015 – Early August 2016
Q3a:
A3a:
Q3b:
A3b:
Are there any other Lexus/Toyota/Scion vehicles covered by this Special Service Campaign
in the U.S.?
No, there are no other Lexus/Toyota/Scion vehicles covered by this Special Service Campaign.
Are Model Year 2018 vehicles equipped with the same CVT involved in Special Service
Campaign J0D?
Model Year 2018 Corolla and Corolla iM vehicles are not involved in Special Service Campaign J0D.
Model Year 2018 Corolla and Corolla iM vehicles were produced with the updated software in the
ECU, preventing the component within the CVT from unnecessarily cycling and causing abnormal
wear.
Q4:
A4:
What is Toyota going to do?
Special Service Campaign J0D is currently suspended. Toyota is working to resolve issues with the software
update. It intends to announce its plan to address the condition in J0D as soon as possible and will notify
affected owners accordingly.
Q5:
A5:
Why did Toyota suspend Special Service Campaign J0D?
Following the completion of Special Service Campaign J0D, Toyota dealers received complaints from some
customers stating that the vehicle experienced harsh shifting and/or abnormal engine RPM between shifts.
These issues occurred close to the completion date of the campaign and/or within relatively low mileage from
the completion of the campaign remedy, prompting Toyota to suspend the program while the cause of the
post-repair conditions could be understood. Toyota is working to resolve this issue and intends to announce
its plan to address the condition in J0D as soon as possible.
Q6:
A6:
Can Special Service Campaign J0D be performed on my vehicle during this suspension?
Because Special Service Campaign J0D is currently suspended, the previously announced remedy for J0D
cannot be applied. Toyota is working to resolve issues with the software update; it intends to announce its
plan to address the condition in J0D as soon as possible and will notify affected owners accordingly. We
encourage you to keep your contact information up-to-date with Toyota to help ensure you receive these
notifications. If you would like to update your vehicle ownership or contact information, you may do so by
registering at www.toyota.com/owners. You will need your full 17-digit Vehicle Identification Number (VIN) to
input the new information.
Q7:
A7:
When did Toyota suspend Special Service Campaign J0D?
Toyota launched Special Service Campaign J0D on March 28, 2018. Special Service Campaign J0D has been
suspended since April 11, 2018.
Q8:
A8:
Is Special Service Campaign J0D cancelled permanently?
Toyota is working to resolve issues with the software update; it intends to announce its plan to address the
condition in J0D as soon as possible and will notify affected owners accordingly.
Q9:
A9:
Has Toyota sent any Owner Letters for Special Service Campaign J0D?
Toyota had not yet notified owners about Special Service Campaign J0D when it was suspended. Toyota
plans to send owner notifications when a remedy for the condition, described in Q1 of this document, is
available. We encourage you to keep your contact information up-to-date with Toyota to help ensure you
receive these notifications. If you would like to update your vehicle ownership or contact information, you may
do so by registering at www.toyota.com/owners. You will need your full 17-digit Vehicle Identification Number
(VIN) to input the new information.
Q10:
A10:
What if I experience the symptoms described in Q2, above, during the suspension?
Please visit your local Toyota dealer for diagnosis.
Q11:
A11:
What if I previously paid for repairs related to this Special Service Campaign?
When Toyota sends owner notifications, reimbursement consideration instructions will be provided in the
owner letter.
Q12:
A12:
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.
Q13:
A13:
What if I have additional questions or concerns?
If you have additional questions or concerns, please contact the Toyota Customer Experience Center at 1888-270-9371 Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
FAQ Page 3 of 3
© 2018 Toyota Motor Sales, USA
TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
CUSTOMER CONTACT & VEHICLE DISCLOSURE FORM
This form is not applicable for TCUV units.
This vehicle is involved in a Special Service Campaign. At this time, remedy parts are not available and the remedy
has NOT been performed. I understand that the vehicle will need to be returned to an authorized Toyota dealer to
have the remedy performed at NO CHARGE when the remedy is available.
Customer Signature
Toyota recommends that you register with the Toyota Owners Community at http://www.toyota.com/owners/ and
regularly check recall applicability using www.toyota.com/recall or www.safercar.gov. You will need to input your 17digit Vehicle Identification Number (VIN).
VIN
Campaign Code
Model
Model Year
Customer Information
Customer Name
Customer Email
Customer Address
Home Phone #
Mobile Phone #
Date
Please provide this information so that Toyota or your dealer can notify you when the remedy becomes
available. This information will only be used for campaign communications. If you’d like to update your
preferred contact information in the future, visit www.toyota.com/ownersupdate or contact us at 1-888270-9371.
Dealer Information
Dealer Name/Address
Dealer Code
Dealer Phone Number
Dealer Staff Name
Dealer Staff Signature
© 2018 Toyota Motor Sales, USA – Version 2