J0R-Dealer Packa

Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: October 31, 2018
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
SPECIAL SERVICE CAMPAIGN J0R (Remedy Notice)
Certain 2018 Model Year Camry and Camry HV
Certain 2016 – 2018 Model Year Prius
Certain 2017 – 2018 Model Year Prius Prime
Intelligent Clearance Sonar (ICS) System Reprogram
Model / Years
2018 Camry
2018 Camry HV
2016 – 2018 Prius
2017 – 2018 Prius Prime
Production Period
Late June 2017 – Late May 2018
Late June 2017 – Early June 2018
Late November 2015 – Late June 2018
Early April 2016 – Mid-July 2018
Approximate Total Vehicles
25,600
5,200
80,700
15,600
Condition
The involved vehicles are equipped with Intelligent Clearance Sonar (ICS). Due to improper software programming
in the ICS system, the ICS system may improperly activate when an involved vehicle enters certain types of
carwash facilities and is placed into neutral. If the ICS system activates, the ICS system will exhibit warnings and
the system may apply the brakes.
Remedy
Any authorized Toyota dealer will reprogram the ICS Electronic Control Unit software FREE OF CHARGE.
Covered Vehicles
There are approximately 127,100 vehicles covered by this Special Service Campaign. Approximately 200 vehicles
involved in this Special Service Campaign were distributed to Puerto Rico.
Owner Letter Mailing Date
Toyota will begin to notify owners in late November 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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Dealer Inventory Procedures
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 J0R” 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
4 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.
Customer Handling, Parts Ordering, and Remedy Procedures
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.
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.
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 specialty)
• 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.
© 2018 Toyota Motor Sales, USA
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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.
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.
Warranty Reimbursement Procedures
Warranty Reimbursement Procedure
Check the TIS Vehicle Inquiry System
to verify vehicle eligibility.
No further action required.
Not Covered
Covered
Is a Calibration ID update required to
the Advanced Parking Guidance/ICS/
Intuitive P/A System
NO
YES
Record customized settings; Prepare
the vehicle for calibration ID update
Update the Advanced Parking
Guidance/ICS/Intuitive P/A
System Calibration ID
Perform Verification Heath Check
Restore customized settings;
Complete repair
Op Code
J0R001
J0R002
•
Model
Camry, Camry HV
Prius, Prius Prime
Campaign complete.
Return the vehicle to the customer.
Description
Reprogram the ICS ECU
Reprogram the ICS ECU
Flat Rate Hours
0.6 hrs/veh
0.6 hrs/veh
The flat rate times include 0.1 hours for administrative cost per unit for the dealership.
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 Op Code or a claim has been filed for an incorrect VIN,
refer to Warranty Procedure Bulletin PRO17-03 to correct the claim.
© 2018 Toyota Motor Sales, USA
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Campaign Designation / Phase 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 J0R (Remedy Notice)
Certain 2018 Model Year Camry and Camry HV
Certain 2016 – 2018 Model Year Prius
Certain 2017 – 2018 Model Year Prius Prime
Intelligent Clearance Sonar (ICS) System Reprogram
Frequently Asked Questions
Original Publication Date: October 31, 2018
Q1:
A1:
What is the condition?
The involved vehicles are equipped with Intelligent Clearance Sonar (ICS). Due to improper software
programming in the ICS system, the ICS system may improperly activate when an involved vehicle enters
certain types of carwash facilities and is placed into neutral. If the ICS system activates, the ICS system will
exhibit warnings and the system may apply the brakes.
Q1a:
A1a:
What is the ICS system?
This system restricts engine torque and provides temporary brake support while travelling at speeds
less than 9 mph (such as when parking) when an obstacle is detected in front of or behind the
vehicle, depending on the direction of travel.
Q1b:
A1b:
Are there any indicators when the ICS system activates?
Yes. For this specific condition, when an obstacle is determined to be close to the vehicle, an
audible buzzer sounds, and a warning illustration is shown on the multi-information display indicating
the location of obstacle. If the system restricts engine torque or provides temporary braking support,
an additional “BRAKE!” warning message will be displayed on the multi-information display (MID).
Q1c:
A1c:
Is it possible to turn off the ICS system?
Yes. The Settings menu inside of the multi-information display allows for the ICS system to be
toggled on and off.
Q2:
A2:
What is Toyota going to do?
Toyota will send an owner notification by first class mail starting in late November 2018, advising owners to
make an appointment with their authorized Toyota dealer to reprogram the ICS Electronic Control Unit
FREE OF CHARGE.
Q3:
A3:
Which and how many vehicles are covered by this Special Service Campaign?
There are approximately 127,100 vehicles covered by this Special Service Campaign.
Model / Years
Production Period
Approximate Total Vehicles
2018 Camry
2018 Camry HV
2016 – 2018 Prius
2017 – 2018 Prius Prime
Late June 2017 – Late May 2018
Late June 2017 – Early June 2018
Late November 2015 – Late June 2018
Early April 2016 – Mid-July 2018
25,600
5,200
80,700
15,600
Q3a:
A3a:
Are there any other Lexus/Toyota/Scion vehicles covered by this Special Service Campaign
in the U.S.?
Yes. There are approximately 234,000 Lexus vehicles covered by this Special Service Campaign.
FAQ Page 1 of 2
© 2018 Toyota Motor Sales, USA
Q4:
A4:
How long will the repair take?
The repair takes approximately 45 minutes. However, depending upon the dealer’s work schedule, it may
be necessary to make the vehicle available for a longer period of time.
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 2018 Model Year Camry and Camry HV
Certain 2016 – 2018 Model Year Prius
Certain 2017 – 2018 Model Year Prius Prime
Intelligent Clearance Sonar (ICS) System Reprogram
Special Service Campaign (Remedy Notice)
[VIN]
PL
E
Dear Toyota Customer:
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.
What is the condition?
The involved vehicles are equipped with Intelligent Clearance Sonar (ICS). Due to improper software programming
in the ICS system, the ICS system may improperly activate when an involved vehicle enters certain types of
carwash facilities and is placed into neutral. If the ICS system activates, the ICS system will exhibit warnings and
the system may apply the brakes.
What will Toyota do?
Any authorized Toyota dealer will reprogram the ICS Electronic Control Unit FREE OF CHARGE.
What should you do?
M
Before you are inconvenienced by this condition, any authorized Toyota dealer will perform the software
update FREE OF CHARGE to you.
Please contact your authorized Toyota dealer to make an appointment to have the software update
performed. The remedy 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 of time.
SA
What if you have other questions?
•
•
•
Your local Toyota dealer will be more than happy to answer any of your questions.
For more information on this and other campaigns, please visit www.toyota.com/recall.
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, please visit 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,
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 3b