J0N-Dealer Packa

Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: August 16, 2018
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
Subject:
Special Service Campaign J0N – Remedy Notice
Certain 2016 – 2017 Model Year Tacoma
HVAC Blower Motor
Condition
There is a possibility that the blower motor fan hub in the involved vehicles was produced with improper dimensions.
A blower motor fan hub with improper dimensions may develop a crack over time. If a vehicle is continuously operated
with this condition, the damage may worsen, leading to an abnormal noise and eventually an inoperable blower motor
fan.
Remedy
Toyota will send an owner notification by first class mail starting in early September 2018, advising owners to make
an appointment with their authorized Toyota dealer to have the blower motor and fan assembly replaced at NO
CHARGE.
Covered Vehicles
There are approximately 185,300 vehicles covered by this Special Service Campaign. Approximately 4,700 vehicles
involved in this Special Service Campaign were distributed to Puerto Rico.
Model Name
Model Year
Production Period
Tacoma
2016 - 2017
early June 2016 – late August 2017
NOTE: The subject vehicles are equipped with manual HVAC control systems. Automatic HVAC control
systems are not affected.
Owner Letter Mailing Date
Toyota will begin to notify owners in early September 2018. A sample of the owner notification letter has been included
for your reference.
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.
© 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 N - D - P a g e |2
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 Service Campaign.
If the campaign cannot be completed before delivery to the customer, 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 J0N” 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.
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.
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:
•
•
•
•
Toyota Certified (any specialty)
Toyota Expert (any specialty)
Master
Master Diagnostic Technician
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.
Vehicle 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).
Please complete the form and provide it to the owner. The first noncompleted VINs will be submitted to the California state DMV by March
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.
© 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 N - D - P a g e |3
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.
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
Due to potentially limited availability, the parts may have been placed on Manual Allocation Control (MAC). As the
parts inventory changes, the ordering process may change. Please check the Toyota Special Activities MAC report
on Dealer Daily for the most up-to-date parts ordering information.
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.
Part Number
04008-09104
Description
MOTOR SUB-ASSY, BLOWER W/FAN
Quantity
1
Warranty Reimbursement Procedure
Verify Vehicle Eligibility
Check the TIS Vehicle Inquiry System.
Not Covered
No further action required.
Covered
Replace the NEW blower with fan
motor sub-assembly.
Campaign completed, return the
vehicle to the customer.
Opcode
J0N001
•
Description
Replace Blower Motor
The flat rate times include 0.1 hours for administrative cost per unit for the dealership.
© 2018 Toyota Motor Sales, USA
Flat Rate Hours
0.4
S p e c i a l S e r v i c e C a m p a i g n J 0 N - D - P a g e |4
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.
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 Tania Saldana (859) 815-9968 in Toyota Corporate Communications. Please do not
provide this number to customers. Please provide this contact only to media.
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.
Campaign Designation Decoder
J
0
A
Year Campaign is Launched
Repair Phase
Current Campaign Letter
for this year
B = 2011
C = 2012
D = 2013
E = 2014
F = 2015
G = 2016
H = 2017
J = 2018
Etc...
0 = Remedy
1 = Interim (Remedy not yet
available) “1” will change to “0”
when the Remedy is available
(May use other characters in
unique cases)
1st Campaign = A
2nd Campaign = B
3rd Campaign = C
4th Campaign = D
5th Campaign = E
27th Campaign = 1
28th Campaign = 2
Etc...
Examples:
C1B = Launched in 2012, Interim Phase, 2nd Campaign Launched in 2012
E0A = Launched in 2014, Remedy Phase, 1st Campaign Launched in 2014
J0A = Launched in 2018, Remedy Phase, 1st Campaign Launched in 2018.
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.
© 2018 Toyota Motor Sales, USA
Special Service Campaign J0N – Remedy Notice
Certain 2016 – 2017 Model Year Tacoma
HVAC Blower Motor
Frequently Asked Questions
Original Publication Date: August 16, 2018
Q1:
A1:
What is the condition?
There is a possibility that the blower motor fan hub in the involved vehicles was produced with improper
dimensions. A blower motor fan hub with improper dimensions may develop a crack over time. If a vehicle is
continuously operated with this condition, the damage may worsen, leading to an abnormal noise and
eventually an inoperable blower motor fan.
Q1a:
A1a:
Q2:
A2:
Are there any symptoms of this condition?
If the condition exists, abnormal noise from the blower motor can occur. This can be detected by the
driver when activating the blower fan.
What is Toyota going to do?
Toyota will send an owner notification by first class mail starting in early September 2018, advising owners to
make an appointment with their authorized Toyota dealer to have the blower motor and fan assembly replaced
at NO CHARGE.
NOTE (Customers who live in the state of California)
The state of California requires the completion of Safety Recalls / Service Campaigns on emission related
parts prior to vehicle registration renewal. In addition, the State requires that every vehicle must pass an
emission test (SMOG Check) every two years and before it is sold. Without the completion of this NO CHARGE
Special Service Campaign the California Air Resources Board (CARB) will not allow your vehicle to be
registered. State of California Regulations require Toyota to provide the Department of Motor Vehicles with a
record of all vehicles that have not had the Special Service Campaign completed.
Your Toyota dealer will provide you with a Vehicle Emissions Recall Proof of Correction Form after the
campaign has been completed. Please ensure you retain this form, because the DMV may require that you
supply proof that the campaign has been completed during your vehicle registration renewal process.
Q3:
A3:
Which and how many vehicles are covered by this Special Service Campaign?
There are approximately 185,300 vehicles covered by this Special Service Campaign. Approximately 4,700
vehicles involved in this Safety Recall were distributed to Puerto Rico.
Model Name
Model Year
Production Period
Tacoma
2016 - 2017
early June 2016 – late August 2017
NOTE: The subject vehicles are equipped with manual HVAC control systems. Automatic HVAC
control systems are not affected.
Q3a:
A3a:
Q4:
A4:
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.
How long will the repair take?
The repair takes approximately one hour. However, depending upon the dealer’s work schedule, it may be
necessary to make the vehicle available for a longer period of time.
FAQ Page 1 of 2
© 2018 Toyota Motor Sales, USA
Q5:
A5:
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.
Q6:
A6:
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 2 of 2
© 2018 Toyota Motor Sales, USA
TOYOTA
Certain 2016 – 2017 Model Year Tacoma
HVAC Blower Motor
Special Service Campaign (Remedy Notice)
[VIN]
Dear Toyota Customer:
E
At Toyota, we are dedicated to providing vehicles of outstanding quality and value. As part of our continuing efforts to
provide superior customer satisfaction, Toyota is announcing a Special Service Campaign, which includes 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.
PL
What is the condition?
There is a possibility that the blower motor fan hub in the involved vehicles was produced with improper dimensions.
A blower motor fan hub with improper dimensions may develop a crack over time. If a vehicle is continuously operated
with this condition, the damage may worsen, leading to an abnormal noise and eventually an inoperable blower motor
fan.
What will Toyota do?
Any authorized Toyota dealer will replace the blower motor and fan assembly at NO CHARGE to you.
What should you do?
M
Before you are inconvenienced by this condition, any authorized Toyota dealer will replace the blower motor
and fan assembly at NO CHARGE to you.
Please contact your authorized Toyota dealer to make an appointment to have the blower motor replaced. The
remedy will take approximately one hour. However, depending on the dealer’s work schedule, it may be
necessary to make your vehicle available for a longer period of time.
SA
What if you live in California and don’t have this Special Service Campaign performed?
The state of California requires the completion of Safety Recalls / Service Campaigns on emission related parts prior
to vehicle registration renewal. In addition, the State requires that every vehicle must pass an emission test (SMOG
Check) every two years and before it is sold. Without the completion of this NO CHARGE Special Service Campaign
the California Air Resources Board (CARB) will not allow your vehicle to be registered. State of California Regulations
require Toyota to provide the Department of Motor Vehicles with a record of all vehicles that have not had the Special
Service Campaign completed.
Your Toyota dealer will provide you with a Vehicle Emissions Recall Proof of Correction Form after the campaign has
been completed. Please ensure you retain this form, because the DMV may require that you supply proof that the
campaign has been completed during your vehicle registration renewal process.
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.
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.
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, and we sincerely regret any
inconvenience this condition may have caused you.
Thank you for driving a Toyota.
Sincerely,
SA
M
PL
E
TOYOTA MOTOR SALES, U.S.A., INC.
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 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 2b