ZE6-Dealer Daily

Lonnie Peterson / TMS Toyota Customer Services
Product Quality and Service Support, Quality Compliance
December 03, 2015
Approved By: Tom Trisdale
To:
From:
All Toyota Dealers
Product Support Division
Warranty Enhancement Program - ZE6 (Part Replacement for ALL Phases)
Certain 2003-2005 MY 4Runner
Certain 2005-2010 MY Avalon
Certain 2007-2011 MY Camry & Camry Hybrid
Certain 2004-2010 MY Sienna
Certain 2004-2008 MY Solara
Extension of Warranty Coverage for Cracked and/or Sticky/Melting Dashboards (Instrument Panels) as a
Result of Heat or Humidity
In Mid-December 2014, Toyota announced the reimbursement Phase of this Program. Since prior to
that announcement, Toyota has been diligently making parts preparations for the parts replacement
phase of this Program. Due to the age, volume, and breadth of the covered vehicles subject to the
Program and the size and complexity of dashboard manufacturing, Toyota has launched the part
replacement portion of this Program in several phases; please refer to the table below for part
replacement model phasing.
Phase
1
2
3
4
Model
ALL
Avalon, Camry, Solara
4Runner
Sienna
Description
Reimbursement
Part Replacement
Current Mailing Schedule
Mid-December, 2014
Late June, 2015
Late July, 2015
Early December, 2015
Although Toyota continues to increase production levels, this process takes time and it is difficult to
predict customer demand and where parts need to be shipped to support customer demand. It
therefore remains important that dealerships continue to explain to customers that there still may be a
period of time the customer will need to wait before part replacement can be performed. Please be sure
to take this into consideration when performing customer scheduling.
•
•
•
A Dealer Letter containing additional information has been posted on TIS
Please refer to TIS for vehicle applicability and additional information
An FAQ has been attached for your reference
Customer and Media Contacts
• A FAQ has been attached for your use in the event you receive a customer contact. If a customer has
further questions, please direct the inquiry to the Toyota Customer Experience Center at 1-800-270-9371.
• If you are a dealership associate and have any questions, please contact your District Service/Parts
Manager.
• In the event you are contacted by the News media, it is imperative that all media contacts (local and
national) receive a consistent and accurate message. Please direct all media contacts to Cindy Knight
(310) 468-2170, in Toyota Corporate Communications. (Please do not provide these numbers to customers
or call if you are a dealer associate. Please provide these contacts to only media associates.)
Warranty Enhancement Program – ZE6 (Part Replacement for ALL Phases)
Certain 2003-2005 MY 4Runner
Certain 2005-2010 MY Avalon
Certain 2007-2011 MY Camry & Camry Hybrid
Certain 2004-2010 MY Sienna
Certain 2004-2008 MY Solara
Cracked and/or Sticky/Melting Dashboards (Instrument Panels) as a Result of Heat or Humidity
BACKGROUND
In our continuing efforts to ensure the best in customer satisfaction, Toyota has announced a Warranty
Enhancement Program (the “Program”). This Program extends the warranty coverage for repairs related to
cracked and/or sticky/melting Dashboards (Instrument Panels) as a result of heat or humidity on 2003-2005
model year 4Runner, 2005-2010 model year Avalon, 2007-2011 model year Camry and Camry Hybrid, 20042010 model year Sienna, and 2004-2008 model year Solara vehicles.
Q1:
A1:
What is the condition?
Toyota has received reports indicating that under certain circumstances, a combination of high humidity
and high temperatures may cause the surface of the Dashboard on the vehicles identified above to
become cracked and/or sticky/melted over time. Often times, those vehicles are out of warranty. This
cosmetic condition is corrected by replacing the affected Dashboard.
Although the Dashboard is covered by Toyota’s New Vehicle Limited Warranty for 3 years or 36,000
miles (whichever occurs first), we at Toyota care about our customers’ overall ownership experience. To
ensure our customers’ satisfaction, we have offered an extension of the warranty coverage for this
particular condition, even for vehicles that are out of warranty.
Please Note: Dashboards can become cracked and/or sticky/melted over time for a number of different
reasons and under a number of different circumstances. If the Dashboard has become cracked and/or
sticky/melted as a result of heat or humidity, the repair will be performed at no charge as soon as parts
become available.
Q2:
A2:
What is Toyota going to do?
In Mid-December 2014, Toyota announced the reimbursement Phase of this Program. Since prior to the
announcement of the Program, Toyota has been diligently making parts preparations for the parts
replacement phase of this Program. Due to the number, age, and breadth of the covered vehicles
subject to the Program and the size and complexity of dashboard manufacturing, Toyota has launched
the part replacement portion of this Program in several phases; please refer to the table below for part
replacement model phasing.
Phase
Model
Description
Dealer Announcement
Schedule
Status
1
ALL
Reimbursement
Mid-December, 2014
REIMBURSEMENT
AVAILABLE
2
3
Avalon, Camry, Solara
4Runner
Part Replacement
4
Sienna
Late June, 2015
Late July, 2015
Early December,
2015
REPAIR AVAILABLE
SUBJECT TO PARTS
AVAILABILITY
Although Toyota continues to increase production levels, this process takes time and it is difficult to
predict customer demand and where parts need to be shipped to support customer demand. Please be
sure to take this into consideration when performing customer scheduling. It remains important that
dealerships continue to explain to customers that there still may be a period of time the customer will
need to wait before part replacement can be performed.
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© 2015 Toyota Motor Sales, USA
Q2a:
A2a:
How will the owner notification for parts replacement phases be conducted?
Toyota has begun notifying owners regarding the part replacement phase of this Program in
accordance with the table below. This mailing schedule is based upon the part build rate and
anticipated quantities required for each model.
Phase
2
3
4
Q3:
A3:
Avalon
Solara
Camry
4 Runner
Sienna
Tentative Owner Letter
Start Timing
Early July, 2015
Late July, 2015
Early December, 2015
Planned Duration of Owner Letter
Mailing
3 Month Mailing
1.5 Month Mailing
9 Month Mailing
3 Month Mailing
6 Month Mailing
Which vehicles are covered by this Warranty Enhancement Program?
There are approximately 3.42 million vehicles covered by this Warranty Enhancement.
Model
Model Year
Production Period
Appx. UIO
4Runner
2003-2005
Early September 2002 – Early August 2005
328,600
Avalon
2005-2010
Early January 2005 – Late February 2010
331,400
Camry/HV
2007-2011
Early January 2006 – Late January 2010
1,631,200
Sienna
2004-2010
Mid-January 2003 – Early January 2010
924,800
Solara
2004-2008
Early July 2003 – Mid December 2008
203,400
Q3a:
A3a:
Q4:
A4:
Model
Are there any other Toyota, Lexus or Scion vehicles covered by this Warranty
Enhancement Program?
Yes. Certain 2007-2008 model year ES 350, 2003-2008 model year GX 470, 2006-2008 model
year IS 250/350, 2007 model year LS 460, 2004-2006 model year RX 330, 2007-2009 model
year RX 350, and 2005-2008 model year RX 400h vehicles are also involved in this Warranty
Enhancement.
What are the coverage details of this Warranty Enhancement Program?
This Program provides a Primary and Secondary coverage for your vehicle’s “New Vehicle Limited
Warranty” as it applies to the Dashboard. The specific condition covered by this Program is any cracked
and/or sticky/melting Dashboard as a result of heat or humidity. If the condition is verified, the repair will
be performed in accordance with the applicable TSB under the terms of this Warranty Enhancement
Program.
•
The Primary Coverage offers warranty enhancement described herein for all owners of covered
vehicles until May 31, 2017, regardless of mileage or date of first use of the vehicle.
•
Secondary Coverage supplements the Primary Coverage for some owners by offering the warranty
enhancement described herein for 10 years from the date of the first use of the vehicle,
regardless of mileage. For instance, if you own a 2009 Camry that was first used on January 1,
2010, you are entitled to the warranty enhancement through January 1, 2020.
Please note that this coverage is for warranty repair for Dashboards only, and must be performed at an
authorized Toyota dealer only. A maximum of one Dashboard replacement can be performed, if eligible,
under this Warranty Enhancement Program.
In addition, this Warranty Enhancement Program provides coverage for the replacement of certain
ancillary parts related to the covered Dashboards, such as necessary clips, vents, etc., that are
damaged as a result of the warranty repair. Ancillary parts will be covered if they are needed to
complete the repair and were un-damaged prior to repair.
This Warranty Enhancement Program is subject to the same terms, conditions, and limitations set forth in the New Vehicle Limited
Warranty Section of the Owner’s Warranty Information booklet, with the exception of the warranty enhancement coverage for this specific
condition. For example, damage from abuse, accident, theft, and/or vandalism is not covered by the New Vehicle Limited Warranty or
this warranty enhancement. To the extent your Owner’s Warranty has expired, it is being extended only as to the specific condition and
parts identified above, subject to the terms, conditions, and limitations in that Warranty.
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© 2015 Toyota Motor Sales, USA
Q5:
A5:
What should I do if my vehicle has a cracked and/or sticky/melting dashboard?
If your vehicle has the condition described above, please contact your local authorized Toyota
dealership. Once the condition is verified, the repair will be performed in accordance with the applicable
Technical Service Bulletin under the terms of this Warranty Enhancement Program. Although Toyota
has been diligently preparing replacement parts, you may need to wait additional time before a
replacement part can be obtained and installed in your vehicle, given the size and complexity of
dashboard manufacturing, the age, volume, and breadth of the vehicles subject to the Program, and the
difficulty in predicting customer demand. We apologize for any inconvenience this may cause and thank
you for your patience.
Q6:
A6:
What if an owner has NOT experienced this condition but would like to have the parts replaced?
This Warranty Enhancement Program only applies to vehicles that have exhibited the condition
described above. If an owner has not experienced the condition, he/she is asked to apply the warranty
enhancement notification sticker to the Owner’s Warranty Information Booklet for future reference.
Q7:
A7:
How long will the warranty work take?
If the condition is present on your vehicle, the warranty work will take approximately 4 hours. However,
depending upon the dealer’s work schedule, it may be necessary to make the vehicle available for a
longer period of time. Additionally, due to the size of the dashboard, the dealer will receive a special
delivery schedule for dashboard assemblies. Please work with your local Toyota dealer to schedule the
best time to have the replacement part installed in your vehicle.
Q8:
A8:
What if I have previously paid for repairs to my vehicle for this condition?
If you have previously paid for repairs to address this specific condition, please refer to the owner letter
for reimbursement consideration instructions.
Q9:
A9:
What if I have additional questions or concerns?
If you have additional questions or concerns, please contact the Toyota Customer Experience Center at
1-888-270-9371 Monday through Friday, 5:00 am to 6:00 pm, or Saturday 7:00 am through 4:00 pm
Pacific Time.
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© 2015 Toyota Motor Sales, USA