K0A_Dealer Lette

Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: March 14, 2019
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
SPECIAL SERVICE CAMPAIGN K0A (Remedy Notice )
Certain 2018 Model Year Camry, Sequoia, Sienna, and Tundra
Engine ECU Software Update
Model / Years
Camry 2018
Sequoia 2018
Sienna 2018
Tundra 2018
Production Period
Mid-January 2017 – Early September 2018
Early August 2017 – Late August 2018
Early November 2017 – Mid-August 2018
Late February 2017 – Early August 2018
Approximate Total Vehicles
25,020
11,310
69,290
103,630
Condition
The engine ECUs in the subject vehicles are equipped with software to monitor the rear oxygen sensors. Under
a specific condition, this software may not detect a malfunctioning sensor due to an error in the software. As
a result, affected vehicles do not meet certain onboard diagnostic (OBD) regulations.
Remedy
Any authorized Toyota dealer will update the engine ECU software FREE OF CHARGE.
Covered Vehicles
There are approximately 209,250 vehicles covered by this Special Service Campaign. Approximately 600
vehicles involved in this Special Service Campaign were distributed to Puerto Rico.
Owner Letter Mailing Date
Toyota will begin to notify owners in late March 2019 by in-vehicle head unit notification and first class letters.
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 K 0 A - D - P a g e |2
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 K0A” 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.
© 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 K 0 A - D - P a g e |3
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 classifications)
Toyota Expert (any classifications)
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.
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.
Remedy Inspection Website
The Technical Instructions will direct you to a website as part of the inspection
procedure for Camry and Sienna vehicles. The Remedy Inspection website will be
available starting March 14, 2019 at 3:00 PM CST. For your reference, the website and
default password is listed below:
https://toyota-k0a.imagespm.info/
Username: Dealer Code
Default Password: xxxxx
Each dealer only has a single account; please ensure that the reset password is
communicated to all technicians and dealer associates that will be utilizing this website.
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.
© 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 K 0 A - D - P a g e |4
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 0041092007).
Please complete the form and provide it to the owner. The first
non-completed VINs will be submitted to the California state
DMV by October 31, 2019. 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.
Warranty Reimbursement Procedures
Warranty Reimbursement Procedure
Camry and Sienna:
Check the TIS Vehicle Inquiry System
to verify vehicle eligibility.
Not Covered
No further action required.
Covered
Perform Health Check and identify if
the Engine / Transmission ECU needs
to be updated.
NO
YES
Check VIN on K0A Website for correct
calibration
Update the Engine / Transmission
ECU
Campaign complete.
Return the vehicle to the customer.
Perform Verification Heath Check
© 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 K 0 A - D - P a g e |5
Sequoia and Tundra:
Check the TIS Vehicle Inquiry System
to verify vehicle eligibility.
Not Covered
No further action required.
Covered
Perform Health Check and identify if
the Engine and ECT CID #1 needs to
be updated.
NO
YES
Update the Engine and ECT CID #1
Campaign complete.
Return the vehicle to the customer.
Perform Verification Heath Check
Op Code
K0A001
•
•
Description
Reprogram the engine ECU
Flat Rate Hours
0.7
The flat rate times include 0.1 hours for administrative cost per unit for the dealership.
In the rare case that the engine ECU contains the latest calibration ID (no software update needed), use
opcode K0A001.
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
S p e c i a l S e r v i c e C a m p a i g n K 0 A - D - P a g e |6
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
K = 2019
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
K0A = Launched in 2019, Remedy Phase, 1st Campaign Launched in 2019.
Please review this entire package with your Service and Parts staff to familiarize them with the proper step-bystep 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 K0A (Remedy Notice )
Certain 2018 Model Year Camry, Sequoia, Sienna, and Tundra
Engine ECU Software Update
Frequently Asked Questions
Original Publication Date: March 14, 2019
Q1:
A1:
What is the condition?
The engine ECUs in the subject vehicles are equipped with software to monitor the rear oxygen sensors.
Under a specific condition, this software may not detect a malfunctioning sensor due to an error in the software.
As a result, affected vehicles do not meet certain onboard diagnostic (OBD) regulations.
Q1a:
A1a:
Q2:
A2:
Are there any warnings that this condition exists?
No. There are no warnings this condition exists.
What is Toyota going to do?
Any authorized Toyota dealer will update the engine ECU software FREE OF 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 FREE
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 209,250 vehicles covered by this Special Service Campaign.
Model Name
Camry
Sequoia
Sienna
Tundra
Q3a:
A3a:
Model Year
Production Period
2018
Mid-January 2017 – Early September 2018
Early August 2017 – Late August 2018
Early November 2017 – Mid-August 2018
Late February 2017 – Early August 2018
Are there any other Lexus/Toyota/Scion vehicles covered by this Special Service Campaign
in the U.S.?
Yes, there are certain 2018 Lexus GS 350, IS 300, IS 350 RC 300, RC 350, RX 350L, and RX 350
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 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.
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, Sequoia, Sienna, and Tundra
Engine ECU 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.
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?
The engine ECUs in the subject vehicles are equipped with software to monitor the rear oxygen sensors. Under a
specific condition, this software may not detect a malfunctioning sensor due to an error in the software. As a result,
affected vehicles do not meet certain onboard diagnostic (OBD) regulations.
What will Toyota do?
Any authorized Toyota dealer will update the engine ECU software FREE OF CHARGE to you.
What should you do?
M
Before you are inconvenienced by this condition, any authorized Toyota dealer will perform the engine ECU
software update FREE OF CHARGE to you.
Please contact your authorized Toyota dealer to make an appointment to have the engine ECU software update
performed. 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.
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.
Thank you for driving a Toyota.
Sincerely,
SA
M
PL
TOYOTA MOTOR SALES, U.S.A., INC.
E
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.
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 3b