J0R_Dealer Packa
Service Bulletin Details
Public Details for: J0R_Dealer Packa
Dealer packet: 04/16/2019 ? Uio quantities and production ranges have been updated to reflect added vehicles. The involved vehicles are equipped with intelligent clearance sonar (ics). Due to improper software programming in the ics system,
Models from 2018
2018 TOYOTA CAMRY |
2018 TOYOTA PRIUS |
Models from 2017
2017 TOYOTA PRIUS |
Models from 2016
2016 TOYOTA PRIUS |
◄ IMPORTANT UPDATE ► The attached Dealer Letter has been updated. Refer to the details below. DATE 04/16/2019 11/26/2018 • • • TOPIC UIO quantities and production ranges have been updated to reflect added vehicles. Owner Notification section has been updated. CAL ID clarification has been provided in the Op Code section. The most recent update in the attached Dealer Letter will be highlighted with a red box. Please review this notification with your staff to assure that all relevant personnel have been briefed regarding this subject. Thank you for your cooperation. © 2018 Toyota Motor Sales, USA 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 – Expansion) 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 Mid-January 2017 – Early May 2018 Mid-January 2017 – Late April 2018 Mid-June 2015 – Late June 2018 Early April 2016 – Mid-July 2018 Approximate Total Vehicles 70,400 8,400 80,700 15,700 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 175,200 vehicles covered by this Special Service Campaign. Approximately 200 vehicles involved in this Special Service Campaign were distributed to Puerto Rico. Note: Toyota added approximately 48,100 vehicles to this campaign. These vehicles will be included in the campaign effective 4/16/2019 and will utilize the same repair described above. Owner Notification Date In our continuing effort to encourage increased customer participation in Special Service Campaigns, Toyota will be piloting a new method for contacting customers whose vehicles have compatible multimedia head units in Special Service Campaign J0R. This new method will leverage the Notification application in vehicles with these head units. Toyota will begin to notify owners via this new process in late November 2018. For vehicles that either do not have a head unit that can receive these notifications or for vehicles whose head unit notification has not been read, we will mail these owners starting in late December 2018. Vehicles that receive the message, but have not been repaired, will receive an owner letter at a later date in 2019. A sample of the owner notification letter has been included for your reference. For the vehicles added in April 2019, we plan to send head unit messages to applicable head units in April 2019. Owner mailings are also planned for a later date in 2019 following the same method described above. 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. © 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 R ( R e m e d y) - D - P a g e |2 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. 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. © 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 R ( R e m e d y) - 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: • 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. 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. © 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 R ( R e m e d y) - D - P a g e |4 Warranty Reimbursement Procedures Warranty Reimbursement Procedure Check the TIS Vehicle Inquiry System to verify vehicle eligibility. Not Covered No further action required. 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. In the rare cases that the ICS ECU contains the latest calibration ID (no software update is necessary), use op code J0R001/J0R002. 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 J 0 R ( R e m e d y) - D - P a g e |5 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 ◄ IMPORTANT UPDATE ► DATE 04/16/2019 • TOPIC UIO quantities and production ranges have been updated to reflect added vehicles. The most recent update will be highlighted with a red box. 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 th’e 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 175,200 vehicles covered by this Special Service Campaign. FAQ Page 1 of 2 © 2018 Toyota Motor Sales, USA Model / Years Production Period Approximate Total Vehicles 2018 Camry 2018 Camry HV 2016 – 2018 Prius 2017 – 2018 Prius Prime Mid-January 2017 – Early May 2018 Mid-January 2017 – Late April 2018 Mid-June 2015 – Late June 2018 Early April 2016 – Mid-July 2018 70,400 8,400 80,700 15,700 Q3a: A3a: Are there any other Lexus/Toyota/Scion vehicles covered by this Special Service Campaign in the U.S.? Yes. There are approximately 237,500 Lexus vehicles covered by this Special Service Campaign. 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