J0D Dealer Lette

Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: March 28, 2018
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
Subject:
Special Service Campaign J0D – Remedy Notice
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
Condition
The subject vehicles’ transmission has improper programming that could lead a component to unnecessarily cycle
and experience abnormal wear. If this component becomes damaged, the malfunction indicator lamp 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.
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.
*: 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 Name
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
Owner Letter Mailing Date
Toyota will begin to notify owners in April 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
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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.
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.
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:
Certified Technician (Drivetrain)
Expert Technician (Any specialty)
Master Technician
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.
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.
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.
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
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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).
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.
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
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.
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.
Record a screenshot of the vehicle Health Check proving that DTC P2820 is present. If the parts
are currently placed on MAC, you will be required to submit this screenshot before Toyota
releases the parts required to perform CVT replacement. The screenshot must include the VIN
and DTC P2820, below is an example of this 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…
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.
The applicable P/Ns and quantities can be found in T-SB-0289-17 (Toyota vehicles) or S-SB-0002-18 (Scion vehicles).
Warranty Reimbursement Procedure
Check the TIS Vehicle Inquiry System
to verify vehicle eligibility.
Not Covered
No further action required.
Covered
P2820 Present
Check for DTCs
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
Covered by Warranty
Out of Warranty
New Calibration ID
Reflash ECM
Contact DSPM to obtain authorization
to replace the CVT.
Replace CVT
Replace CVT
Determine ECM Calibration ID
Determine ECM Calibration ID
Install Authorized Modification Label
Campaign complete.
Return the vehicle to the customer.
New Calibration ID
Refer to Claim Filing Process #1 in the
Dealer Letter for instructions on filing a
warranty claim.
Previous Calibration ID
New Calibration ID
Previous Calibration ID
Reflash ECM
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.
© 2018 Toyota Motor Sales, USA
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Warranty Reimbursement Procedure Continued…
Claim Filing Process #1
Opcode
LGG11B
LGG11A
•
Description
Perform software update
Vehicle has new calibration ID, software update not required
Flat Rate Hours
0.6
0.3
The flat rate times include 0.1 hours of administrative cost per unit for the dealership.
Claim Filing Process #2
The DSPM will provide your dealership with a special OpCode for the repair.
Claim Filing Process #3
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.
A loaner vehicle or alternative transportation through the Toyota Rent-A-Car (TRAC) can be claimed up to
a maximum of 2 days as sublet type “RT” under OpCode LGG11B or LGG11A.
•
•
Rentals greater than 4 days or $35.00 per day requires DSPM authorization as per the Toyota
Transportation Assistance Policy (TTAP).
Rental invoice MUST be attached to all rental claims. These claims may be subject to debit if
rental invoice is not attached.
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.
Note: Do not file the OpCodes, listed in the Service Bulletins, for performing the software update.
•
Warranty claim filing will be available within the week of April 6, 2018.
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.
Customer Reimbursement
Reimbursement consideration instructions will be included in the owner letter.
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 |6
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
H
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
Etc...
0 = Remedy
1 = Interim (Remedy not yet
available)
will change to
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
H0A = Launched in 2017, Remedy Phase, 1st Campaign Launched in 2017.
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 J0D – Remedy Notice
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
Q1:
A1:
What is the condition?
The subject vehicles’ transmission has improper programming that could lead a component to unnecessarily
cycle and experience abnormal wear. If this component becomes damaged, the malfunction indicator lamp
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:
Q2:
A2:
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.
Are there are any warnings 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
Q3:
A3:
What is Toyota going to do?
Toyota will send an owner notification by first class mail, starting in April 2018, advising owners to make an
appointment with their authorized Toyota dealer to 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.
FAQ Page 1 of 2
© 2018 Toyota Motor Sales, USA
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.
Q4:
A4:
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
Q4a:
A4a:
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.
Q5:
A5:
How long will the repair take?
The software update takes approximately forty-five minutes. However, depending upon the dealer’s work
schedule, it may be necessary to make the vehicle available for a longer period. Also, in the unlikely event
that the vehicle has exhibited the condition and requires repair or replacement of the CVT assembly, the repair
time is approximately seven hours for Toyota Corolla vehicles and approximately nine hours for Toyota and
Scion iM vehicles.
Q6:
A6:
What if I previously paid for repairs related to this Special Service Campaign?
Reimbursement consideration instructions will be provided in the owner letter.
Q7:
A7:
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.
Q8:
A8:
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 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
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.
PL
You received this notice because our records, which are based primarily on state registration and title data, indicate
that you are the current owner.
What is the condition?
The subject vehicles’ transmission has improper programming that could lead a component to unnecessarily cycle
and experience abnormal wear. If this component becomes damaged, the malfunction indicator lamp 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.
What will Toyota do?
Any authorized Toyota dealer will perform an update to the CVT control software at NO CHARGE. Additionally, in the
unlikely event that your vehicle has experienced the condition before receiving the software update, any authorized
Toyota dealer will repair or replace the CVT assembly at NO CHARGE.
M
What should you do?
Before you are inconvenienced by this condition, any authorized Toyota dealer will perform the software update
at NO CHARGE to you.
SA
Please contact your authorized Toyota dealer to make an appointment to have the software update performed.
Performing the software update will take approximately 45 minutes. However, depending on the dealer’s work
schedule, it may be necessary to make your vehicle available for a longer period. Also, in the unlikely event
that your vehicle has experienced the condition and requires repair or replacement of the CVT, the repair will
take approximately seven hours for Toyota Corolla vehicles and approximately nine hours for Toyota and Scion
iM vehicles.
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.
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.
PL
Toyota Customer Experience Center - TSR
Toyota Motor Sales, USA, Inc.
c/o Toyota Motor North America, Inc.
P O Box 259001 – SSC/CSP Reimbursements
Plano, Texas 75025-9001
E
What if you have previously paid for repairs to your vehicle for this specific condition?
If you have previously paid for repair to your vehicle for this specific condition prior to receiving this letter, please mail
a copy of your repair order, proof-of-payment and ownership information to the following address for reimbursement
consideration:
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
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 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