ZJC_Dealer Packa
Service Bulletin Details
Public Details for: ZJC_Dealer Packa
Dealer packet: toyota has received reports about potential symptoms, such as a whine noise from the transmission while driving, harsh shifting, reduced power, and master warning light/check engine light illumination, in the subject vehicles
Models from 2018
2018 TOYOTA HIGHLANDER |
2018 TOYOTA SIENNA |
Models from 2017
2017 TOYOTA HIGHLANDER |
2017 TOYOTA SIENNA |
Toyota Motor Sales, USA, Inc. 6565 Headquarters Drive Plano, TX 75024 (469) 292-4000 Original Publication Date: April 18, 2019 To: All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers CUSTOMER SUPPORT PROGRAM ZJC Certain 2017 to 2018 Model Year Toyota Sienna Certain 2017 to 2018 Model Year Toyota Highlander Coverage for UA80 Transmission Model / Years Highlander / 2017-2018 Sienna / 2017-2018 Production Period Early November 2016 – Late December 2017 Late July 2016 – Mid-February 2018 Approximate Total Vehicles 66,500 83,700 In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer Support Program to provide coverage for the UA80 transmission on certain 2017-2018 Model Year Toyota Sienna and Highlander vehicles. Background Toyota has received reports about potential symptoms, such as a whine noise from the transmission while driving, harsh shifting, reduced power, and master warning light/check engine light illumination, in the subject vehicles that are equipped with a model UA80 transmission. There is a possibility that a washer tab, designed to prevent the loosening of a nut inside the affected transmissions, was not sufficiently bent during assembly. This could lead to the nut loosening and, over time, lead to the symptoms described above. Although the UA80 transmission equipped in the subject vehicles is covered by Toyota’s New Vehicle Limited Warranty for 5 years or 60,000 miles (whichever comes first), we at Toyota care about the customers’ ownership experience. Thus, Toyota is providing coverage for repairs related to damage to the UA80 transmission caused by the previously mentioned loose washer tab and resulting in the symptoms described above. The following information is provided to inform you and your staff of the program notification schedule and your degree of involvement. Customer Support Program Details This Customer Support Program provides coverage for damage to the UA80 transmission caused by the previously mentioned loose washer tab and resulting in symptoms such as a whine noise from the transmission while driving, harsh shifting, reduced power, and illumination of the master warning light/check engine light. If the condition is verified, the vehicle will be repaired with a new transmission under the terms of this Customer Support Program. • • The Primary Coverage will be offered until October 31, 2020, regardless of mileage. After the Primary Coverage, the Secondary Coverage is applicable for 10 years from the date of first use with unlimited miles. This coverage is for work performed at an authorized Toyota dealer only. It is subject to the same terms and conditions set forth in the New Vehicle Limited Warranty Section of the Owner’s Warranty Information booklet. For example, damage from abuse, an accident, theft and/or vandalism is not covered. Covered Vehicles There are approximately 150,200 vehicles covered by this Customer Support Program. There are approximately 230 vehicles involved in this Customer Support Program that were distributed to Puerto Rico. © 2019 Toyota Motor Sales, USA Owner Letter Mailing Date Toyota will begin to notify owners in late April, 2019 and will be mailed over several months. A sample of the owner notification letter has been included for your reference. 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 Customer Support Program. 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. Parts Ordering Process - Non SET and GST Parts Ordering Process 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. As this is a Customer Support Program, most customers will only request reimbursement from TMS for past replacements; dealers should not increase their stock of related repair parts. Dealers are requested to only order parts for vehicles experiencing this condition only. DO NOT ORDER FOR STOCK. As always, if a customer experiences the condition described, dealers should conduct appropriate diagnosis and order the applicable parts. Refer to Policy Bulletin PB# POL19-04 for additional parts ordering information. All Customer Support Program (CSP) 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. 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: • Expert (Drivetrain) • 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 Technical instructions for this Customer Support Program can be found in T-SB-0160-18. C u s t o m e r S u p p o r t P r o g r a m Z J C - D - P a g e |3 Warranty Reimbursement Procedures Reimbursement Procedure Refer to the Policy Bulletin (Bulletin No. POL19-04) for claim processing instructions. All parts replaced for this repair are subject to warranty part recovery. Claim Filing Accuracy and Correction Requests It is the dealer’s responsibility to file claims correctly for this Customer Support Program. 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. Customer Reimbursement Reimbursement consideration instructions will be included in the owner letter. Thank you for your cooperation. TOYOTA MOTOR SALES, U.S.A., INC. © 2019 Toyota Motor Sales, USA CUSTOMER SUPPORT PROGRAM ZJC Certain 2017 to 2018 Model Year Toyota Sienna Certain 2017 to 2018 Model Year Toyota Highlander Coverage for UA80 Transmission Frequently Asked Questions Original Publication Date: April 18, 2019 Q1: A1: What is the condition? Toyota has received reports about potential symptoms, such as a whine noise from the transmission while driving, harsh shifting, reduced power, and master warning light/check engine light illumination, in the subject vehicles that are equipped with a model UA80 transmission. There is a possibility that a washer tab, designed to prevent the loosening of a nut inside the affected transmissions, was not sufficiently bent during assembly. This could lead to the nut loosening and, over time, lead to the symptoms described above. Q1a: A1a: Which warning indicators may be related to these conditions? If the following warning lamps are illuminated, the vehicle may be experiencing the concern with the UA80 transmission described above. Check Engine Light (Orange) Master Warning Light (Yellow) NOTE: It is possible for the lights above to be illuminated for other reasons not related to this Customer Support Program. Q2: A2: What is Toyota going to do? Although the UA80 transmission equipped in the subject vehicles is covered by Toyota’s New Vehicle Limited Warranty for 5 years or 60,000 miles (whichever comes first), we at Toyota care about the customers’ ownership experience. Thus, Toyota is providing coverage for repairs related to damage to the UA80 transmission caused by the previously mentioned loose washer tab and resulting in the symptoms described above. Toyota will send an owner notification by first class mail starting in late April 2019, advising owners of this Customer Support Program. If the owner experiences the condition described above, he/she should contact a local authorized Toyota dealership for diagnosis. If the condition is verified, the dealer will replace the UA80 transmission with a new one FREE OF CHARGE as described below. FAQ Page 1 of 3 © 2019 Toyota Motor Sales, USA Q3: A3: Which and how many vehicles are covered by this Customer Support Program? There are approximately 150,200 vehicles covered by this Customer Support Program. Q3a: A3a: Q4: A4: Model Name Model Year Production Period Highlander Sienna 2017-2018 2017-2018 Early November 2016 – Late December 2017 Late July 2016 – Mid-February 2018 Are there any other Lexus/Toyota/Scion vehicles covered by this Customer Support Program in the U.S.? No, there are no other Lexus/Toyota/Scion vehicles covered by this Customer Support Program. What are the details of this program? This Customer Support Program provides coverage for damage to the UA80 transmission caused by the previously mentioned loose washer tab and resulting in symptoms such as a whine noise from the transmission while driving, harsh shifting, reduced power, and illumination of the master warning light/check engine light. If the condition is verified, the vehicle will be repaired with a new transmission under the terms of this Customer Support Program. • • The Primary Coverage offers warranty enhancement until October 31, 2020, regardless of mileage. After the Primary Coverage, the Secondary Coverage is applicable for 10 years with unlimited miles from the vehicle’s date of first use. This coverage is for work performed at an authorized Toyota dealer only. It is subject to the same terms and conditions set forth in the New Vehicle Limited Warranty Section of the Owner’s Warranty Information booklet. For example, damage from abuse, an accident, theft and/or vandalism is not covered. Q5: A5: Which part(s) are covered by this Customer Support Program? The specific component covered by this Customer Support Program is as follows: • UA80 Transmission Q6: A6: What should an owner do if experiencing this condition? If an owner thinks that he/she has experienced the condition described in this Customer Support Program, a local Toyota dealer should be contacted for appropriate diagnosis and repair. If the condition is verified as being in accordance with the terms of the program, the repair will be performed FREE OF CHARGE to the owner. Q6a: A6a: Q7: A7: What if the dealer performs diagnosis and determines that vehicle is not covered by this Customer Support Program? The warning lights and other symptoms described, above, can be due to conditions unrelated to the specific condition being covered by this program. These conditions may require diagnosis or repairs not specifically covered by this Customer Support Program. Please be aware that, if the condition is not covered by this Program, owners may be responsible for the initial diagnostic fees and any other repairs they may decide to have performed. Any authorized Toyota Dealership can determine if a condition is covered by this Customer Support Program. What if an owner HAS NOT experienced this condition but would like to have the repair completed? This Customer Support 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 tear off the sheet included in the owner letter and insert it into the Owner’s Warranty Information Booklet for future reference. Q8: A8: How long will the repair take? To confirm if the condition is present will take approximately forty-five minutes. If the condition is verified and a transmission replacement is required, the repair takes approximately nine hours. However, depending upon the dealer’s work schedule, it may be necessary to make the vehicle available for a longer period of time. Q9: A9: What if I previously paid for repairs related to this Customer Support Program? Reimbursement consideration instructions will be provided in the owner letter. Q10: A10: 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. Q11: A11: 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 3 of 3 © 2019 Toyota Motor Sales, USA TOYOTA Toyota Motor Sales, USA, Inc. 6565 Headquarters Drive Plano, TX 75024 (469) 292-4000 CUSTOMER SUPPORT PROGRAM NOTIFICATION – ZJC [VIN] E Dear Toyota Owner: At Toyota, we are dedicated to providing vehicles of outstanding quality and value. As part of our continual efforts to ensure customer satisfaction, Toyota would like to advise you of a voluntary Customer Support Program that has been initiated for your vehicle. PL Toyota has received reports about potential symptoms, such as a whine noise from the transmission while driving, harsh shifting, reduced power, and master warning light/check engine light illumination, in the subject vehicles that are equipped with a model UA80 transmission. There is a possibility that a washer tab, designed to prevent the loosening of a nut inside the affected transmissions, was not sufficiently bent during assembly. This could lead to the nut loosening and, over time, lead to the symptoms described above. This Customer Support Program provides coverage for damage to the UA80 transmission caused by the previously mentioned loose washer tab and resulting in symptoms such as a whine noise from the transmission while driving, harsh shifting, reduced power, and illumination of the master warning light/check engine light. If the condition is verified, the vehicle will be repaired with a new transmission under the terms of this Customer Support Program. M If this condition occurs, it will illuminate one or both malfunction indicator lamps. SA Check Engine Light (Orange) Master Warning Light (Yellow) NOTE: It is possible for the lights above to be illuminated for other reasons not related to this Customer Support Program. Primary Coverage Applicable until October 31, 2020 with no year/mileage limitation. Secondary Coverage (After Primary Coverage ends) Applicable for 10 years from the date of first use with unlimited miles. What should you do? Please tear off and insert the sheet at the bottom of the page into the back of your Owner’s Manual for future reference. If you have not experienced the condition described in the Customer Support Program Details below, there is no action necessary at this time. If you have experienced this condition, please contact any authorized Toyota dealer and make arrangements for diagnosis and, if applicable, repair. The repair will take approximately forty-five minutes to confirm if the condition is present. If the condition is verified and a transmission replacement is required, the repair takes approximately nine hours. However, depending upon the dealer’s work schedule, it may be necessary to make the vehicle available for a longer period of time. What if you have other questions? • Refer to the Frequently Asked Questions sheet included with this letter. • Your local Toyota dealer will also be more than happy to answer any of your questions. • 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. 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. E What if you have previously paid for repairs to your vehicle for this specific condition? If you have previously paid for repairs related to this condition, please mail a copy of your repair order, proof-ofpayment, and ownership information to the following address for reimbursement consideration: 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 Please refer to the attached Reimbursement Checklist for required documentation details. We have sent this notice in the interest of your continued satisfaction with our products. We sincerely regret any inconvenience this condition may have caused you. Thank you for driving a Toyota. Sincerely, M TOYOTA MOTOR SALES, U.S.A., INC. ▼ Remove at perforation and place in the back of your owner’s manual ▼ SA This Customer Support Program provides coverage for damage to the UA80 transmission caused by a certain loose washer tab and resulting in symptoms such as a whine noise from the transmission while driving, harsh shifting, reduced power, and illumination of the master warning light/check engine light. If the condition is verified, the vehicle will be repaired with a new transmission under the terms of this Customer Support Program. • • The Primary Coverage will be offered until October 31, 2020, regardless of mileage. After the Primary Coverage, the Secondary Coverage is applicable for 10 years from the date of first use with unlimited miles. Please note that this coverage is for work performed at an authorized Toyota dealer only. This coverage is subject to the same terms and conditions set forth in the New Vehicle Limited Warranty Section of the Owner’s Warranty Information booklet. For example, damage from abuse, an accident, theft and/or vandalism is not covered. VIN# Date of First Use *Please see your Toyota dealer for additional details A voluntary Customer Support Program has been initiated for your vehicle Customer Support Program Details TOYOTA CUSTOMER SUPPORT PROGRAM FREQUENTLY ASKED QUESTIONS Is this a recall? No. This is not a recall. At Toyota, we are dedicated to providing vehicles of outstanding quality and value. As part of our continual efforts to help ensure customer satisfaction, Toyota is advising you of this Customer Support Program. Q2: A2: If my vehicle does not have this condition, do I need to make an appointment with my dealership? No, you do not need to take your vehicle to a dealership unless your vehicle is exhibiting the condition described in this letter. If you have not experienced this condition, please tear off and insert the sheet from the bottom of the owner letter into the back of your owner’s manual for future reference. Q3: A3: Is the Customer Support Program coverage transferable if I sell my vehicle? Yes, this Customer Support Program coverage is fully transferrable to subsequent vehicle owners for the condition and terms specified in the notification letter. Q4: A4: What should I do if my vehicle has the condition described? If you experience this condition, please contact any authorized Toyota dealer and make arrangements for diagnosis and, if applicable, repair. Q5: A5: Which part(s) are covered by this Customer Support Program? Refer to the owner letter to find the specific component(s) covered by this program. Q6: A6: What if the diagnosis is performed and my vehicle is not covered by the Customer Support Program? Please be aware that, if the condition is not covered by this Customer Support Program, you may be responsible for the initial diagnostic fees and any other repairs you may decide to have performed. Any authorized Toyota Dealership can determine if a condition is covered by this Customer Support Program. SA M PL E Q1: A1: