BST-Dealer Packa

TOYOTA
◄ IMPORTANT UPDATE ►
Product Support Division
The attached Dealer Letter has been updated. Refer to the details below.
DATE
9/8/2016
TOPIC
-LSC BST has been converted to SSC BST with no expiration date.
-This Dealer Letter has superseded the previous version.
Please review this notification with your staff to assure that all relevant personnel have been briefed regarding this
subject.
Thank you for your cooperation.
© 2016 Toyota Motor Sales, USA
TOYOTA
Toyota Motor Sales, USA, Inc.
19001 South Western Avenue
Torrance, CA 90501
(310) 468-4000
September 8, 2016
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
Subject:
Special Service Campaign (SSC) BST
Multiple Model and Model Years
Smart Stop Technology
In our continuing effort to ensure the best in customer satisfaction, Toyota has converted Limited Service Campaign
(LSC) BST into Special Service Campaign (SSC) BST with no expiration date.
Toyota will install Smart Stop Technology on the below listed model and model year vehicles. This feature will cut
engine power in case of simultaneous application of both the accelerator and brake pedals at certain speeds and in
certain driving conditions.
Covered Vehicles
As of September 8, 2016, there are approximately 1.3 Million Toyota vehicles to which Smart Stop Technology has
not been added.
Model Year
Model
Approximate Remaining. UIO
2009-2010
Corolla
339,300
2009-2010
Corolla Matrix
31,000
2008-2010
Land Cruiser
5,200
2008-2010
Highlander
89,500
2006-2010
RAV4
188,300
2003-2009
4Runner
363,100
2007-2010
Tundra
243,000
© 2016 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 B S T - D - P a g e |2
Owner Letter Mailing Date
Owners of covered vehicles were previously notified as part of LSC BST. Owners of covered vehicles that have not
had LSC BST completed will be notified again as part of SSC BST starting in October 2016.
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.
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.
Used Vehicles in Dealership Inventory (In-Stock Vehicles)
To ensure customer satisfaction, Toyota requests that dealers conduct this Special Service Campaign remedy on any
used vehicles currently in dealer inventory that are covered by this Special Service Campaign prior to customer
delivery.
Also, as a reminder, Toyota Certified Used Vehicle (TCUV) policy prohibits the certification of any vehicle with an
outstanding Special Service Campaign or Safety Recall. Thus, no affected units should be sold or delivered as a
TCUV until the Safety Recall has been completed on that vehicle.
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:




Certified Technician (any classification)
Expert Technician (any classification)
Master Technician
Master Diagnostic Technician
Always check which technicians can perform the recall remedy 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.
Remedy Procedures
Please 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.
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.
© 2016 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 B S T - D - P a g e |3
Warranty Reimbursement Procedure
Verify Vehicle Eligibility
1. Check the VIN range.
2. Check the TIS Vehicle Inquiry
System.
Not Covered
No further action required.
Verify the ECM Calibration ID (CID).
Current CID
Reflash the ECM with the NEW
Override System software and install
an Authorized Modification Label.
New CID
Campaign completed, return the
vehicle to the customer.
Opcode
ELSBOS

Description
Update ECM Software and Install Label
Flat Rate Hours
0.8 hr/vehicle
The flat rate times include 0.1 hours for administrative cost per unit for the dealership.
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 (859) 801-2592 in Toyota Corporate Communications. (Please do not
provide this number to customers. Please provide this contact only to media contacts.)
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.
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.
© 2016 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 B S T - D - P a g e |4
Campaign Designation Decoder
E
0
Year Campaign is Launched Repair Phase
8 = 2008
9 = 2009
A = 2010
B = 2011
C = 2012
D = 2013
E = 2014
F = 2015
Etc...
0 = Remedy
1 = Interim (Remedy
not yet available) “1”
will change to “0” when
the Remedy is
available
A
Current Campaign Letter
for this year
1st Campaign = A
2nd Campaign = B
3rd Campaign = C
4th Campaign = D
5th Campaign = E
6th Campaign = F
7th Campaign = G
8th Campaign = H
9th Campaign = I
Etc...
Examples:
A0D = Launched in 2010, Remedy Phase, 4th Campaign Launched in 2010
C1B = Launched in 2012, Interim Phase, 2nd Campaign Launched in 2012
E0A = Launched in 2014, Remedy Phase, 1st Campaign Launched in 2013
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.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
© 2016 Toyota Motor Sales, USA
Special Service Campaign – BST
Multiple Models and Model Years
Smart Stop Technology
Frequently Asked Questions
Published September 8, 2016
Q1:
A1:
What is Toyota offering and why?
Toyota will install Smart Stop Technology on the below listed model and model year vehicles. This feature
will cut engine power in case of simultaneous application of both the accelerator and brake pedal at certain
speeds and in certain driving conditions.
Q2:
A2:
How does the Smart Stop Technology operate?
Smart Stop Technology cuts engine power in case of simultaneous application of both the accelerator and
brake pedals at certain speeds and in certain driving conditions.
When Smart Stop Technology is engaged, engine output is cut to the idle position, reducing the load on the
brakes. System logic helps minimize the potential for Smart Stop to engage when it is not needed or might
be inconvenient in certain driving conditions.
For example, the system will not activate in 4WD vehicles while driving in the low range. This system also
allows the driver, for instance, to depress the brake pedal in conjunction with the accelerator pedal when
starting on a steep hill. Activation is always canceled when the brake pedal is released.
Q3:
A3:
Why is Toyota removing the expiration date?
Toyota is dedicated to providing vehicles of outstanding quality and value. In our continuing effort to ensure
the best in customer satisfaction, Toyota has extended this campaign.
Q4:
A4:
Which and how many vehicles are covered by this Special Service Campaign?
As of September 8, 2016, there are approximately 1.3 million vehicles to which Smart Stop Technology has
not been added.
Model Year
Model
Approximate Remaining. UIO
2009-2010
Corolla
339,300
2009-2010
Corolla Matrix
31,000
2008-2010
Land Cruiser
5,200
2008-2010
Highlander
89,500
2006-2010
RAV4
188,300
2003-2009
4Runner
363,100
2007-2010
Tundra
243,000
Page 1 of 2
© 2016 Toyota Motor Sales, USA
Q4a:
A4a:
Are there any Lexus or Scion vehicles covered by this Special Service Campaign?
As of September 8,, 2016, there are approximately 43,200 Lexus LX570 and RX350 vehicles to
which Smart Stop Technology has not been added. Please reference the following table for Lexus
models covered by this Special Service Campaign.
Model Year
Model
Approximate Remaining. UIO
2008 – 2010
LX 570
8,700
2010
RX 350
34,500
Q5:
A5:
How will Toyota notify owners about this Special Service Campaign?
Owners of covered vehicles were previously notified as part of LSC BST. Owners of covered vehicles that
have not had LSC BST completed will be notified again as part of SSC BST starting in October 2016.
Q6:
A6:
How long will it take to install the Smart Stop Technology software?
The ECM software installation will take approximately 1 hour. However, depending upon the dealer’s work
schedule, it may be necessary to make your vehicle available for a longer period.
Q7:
A7:
What if an owner has additional questions or concerns about the SSC?
Owners with questions or concerns are asked to please contact the Toyota Customer Experience Center at
1-888-270-9371 Monday through Friday, 7:00 am to 7:00 pm, or Saturday 7:00 am through 4:30 pm Central
Time.
Page 2 of 2
© 2016 Toyota Motor Sales, USA
Multiple Model and Model Years
Smart Stop Technology
Special Service Campaign
[VIN]
Dear Toyota Customer:
At Toyota, we are dedicated to providing vehicles of outstanding quality and value. In our continuing efforts to ensure
the best in customer satisfaction, Toyota is extending its offer to install Smart Stop Technology on your vehicle.
You received this notice because our records, which are based primarily on state registration and title data, indicate
that you are the current owner.
E
What is Toyota offering and why?
Any Toyota dealer will install Smart Stop Technology at NO CHARGE to you. This feature will cut engine power in
case of simultaneous application of both the accelerator and brake pedals at certain speeds and in certain driving
conditions.
What should you do?
PL
The braking system equipped in your vehicle is designed to overcome the engine and stop the vehicle, even if
the accelerator pedal is fully depressed. Toyota is offering the Smart Stop Technology, which builds on the
capabilities of the existing braking system, to provide you with an additional measure of confidence.
Any authorized Toyota dealer will perform the ECM software update to include Smart Stop Technology at NO
CHARGE to you.
M
Please contact your authorized Toyota dealer to make an appointment. The ECM software update will take
approximately 1 hour. However, depending on the dealer’s work schedule, it may be necessary to make your
vehicle available for a longer period.
What if you have other questions?


Your local Toyota dealer will be more than happy to answer any of your questions.
If you require further assistance, you may contact the Toyota Customer Experience Center at 1-888-270-9371
Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
SA
If you would like to update your vehicle ownership or contact information, you may do so by registering at
www.toyota.com/ownersupdate. You will need your full 17-digit Vehicle Identification Number (VIN) to input the new
information.
If you are a vehicle lessor, please assist us by forwarding this notice to the lessee.
We have sent this notice in the interest of your continued satisfaction with our products.
Thank you for driving a Toyota.
Sincerely,
TOYOTA MOTOR SALES, U.S.A., INC.