ZJC_Toyota POL19

DISTRIBUTE TO:
 Service Manager
 Warranty Administrator
Customer Support
Program Bulletin
No.:
Date:
Page:
POL19-04
4/18/2019
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SUBJECT: CUSTOMER SUPPORT PROGRAM BULLETIN (ZJC):
REPAIR COVERAGE FOR UA80 TRANSMISSION ON
CERTAIN 2017-2018 MY SIENNA AND CERTAIN 2017-2018
MY HIGHLANDER VEHICLES
Background
Toyota has received reports indicating 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.
Applicability
The UA80 Transmission is covered by Toyota’s New Vehicle Limited Warranty*
for Powertrain, for 5 years or 60,000 miles (whichever occurs first). However,
because we at Toyota care about each customer’s ownership experience, Toyota
is now offering a voluntary Customer Support Program. This Program applies to
repairs related to damage to the UA80 transmission caused by a loose washer
tab and resulting in the symptoms described above, regardless of whether the
vehicle is out of warranty. The timing of any repair under this voluntary Customer
Support Program is subject to parts availability.
Primary Coverage offers the Customer Support Program until October 31, 2020,
regardless of mileage.
After the Primary Coverage, the Secondary Coverage is applicable for 10 years
from the vehicle’s date of first use, regardless of mileage.
Direct marketing of this Customer Support Program is strictly prohibited pursuant
to the Toyota Warranty Policy 5.21, “Warranty Solicitation.” Non-compliance of
this Policy may result in a claim debit.
*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.
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Covered Vehicles
Not all vehicles are covered by this Customer Support Program. Verify VIN
applicability by checking TIS before completing any repairs.
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
Claims for repairs that were performed by non-qualified technicians are subject to
debit.
Claim Submission
Claim Type: Repair Program
Note: If the vehicle is still under the New Vehicle Limited Warranty, submit the
repair as a Regular warranty claim.
Opcode
Applicable
Model
Description
Labor Time
LHG44A
ALL
Inspect the transaxle
0.5 hr./vehicle
LHG44B
Sienna 2WD
LHG44C
Sienna 4WD
LHG44D
Highlander 2WD
LHG44E
Highlander 4WD
7.7 hr./vehicle
LHG44A
+
Replace the transaxle assembly
8.8 hr./vehicle
7.6 hr./vehicle
8.5 hr./vehicle
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.
Toyota Customer Support Program Bulletin
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Sublet
The cost of the Super Long Life Coolant (7.5L per vehicle) and AT fluid (5.0L per
vehicle) will be reimbursed under sublet type “OF” for opcodes LHG44B and
LHG44D at a max of $100.
The cost of the Super Long Life Coolant (7.5L per vehicle), AT fluid (5.0L per
vehicle) and differential gear oil (0.75L per vehicle) will be reimbursed under
sublet type “OF” for opcodes LHG44C and LHG44E at a max of $140.
Rental
The rental car cost will be reimbursed for the rental period of maximum 2 days at
the rental rate of maximum $35/day. Use “RT” sublet type and “LNM” as the
sublet reason code for opcodes LHG44B, LHG44C, LHG44D and LHG44E.
In case the parts are not available due to a back-order situation at the dealer,
the rental car cost will be reimbursed for the rental period of maximum 5 days at
the rental rate of maximum $35/day. Use “RT” sublet type and “LNP” as the
sublet reason code for opcodes LHG44B, LHG44C, LHG44D and LHG44E.
A rental invoice must be attached to all rental claims.
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.
Toyota Customer Support Program Bulletin
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Replacement Parts
All parts replaced for this repair are subject to warranty parts recovery. To
determine the applicable part number for a specific VIN, refer to the EPC.
Alternatively, the Inspection Application will also show an applicable part number
for a specific VIN as part of the inspection process.
Part Number
Description
Quantity
Reman ATM
1*
30510-45071-84
30510-45081-84
30510-48601-84
90080-43036
Gasket, Exhaust Pipe
17451-0D140
2 – 3*
1
17173-0P040
Gasket, Exhaust Manifold to Head
1**
17176-31130
Gasket, Air Surge Tank to Intake Manifold
1**
90080-17238
Nut, Lock
2
90080-11555
Bolt, w/ Washer
1
95381-03025
Pin, Cotter
2
90080-52017
Ring, Hole Snap
1
90901-19060
Bolt, w/ Washer
1***
90521-73001
Ring, Hole Snap
1***
35150-45010
Plug Assy, Transmission Case
1
90430-18008
Gasket
2
90116-12051
Bolt, Stud
90116-12052
3***
1***
12157-10010
Gasket, Drain Plug
2***
08885-02506
Gear Oil, LT 75W-85
As Needed***
00289-ATFWS
ATF WS
As Needed
Super Long Life Coolant
00272-SLLC2
*Use the VIN # to order the correct transaxle and quantity of gaskets.
**Highlander ONLY.
***AWD vehicle ONLY.
As Needed
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.
Toyota Customer Support Program Bulletin
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Technical Instructions (Repair Procedures)
Technical instructions can be found in T-SB-0160-18. Please refer to TIS for
additional information.
Customer-Paid Repairs or Replacement of Components
If a customer has previously paid for the repair to address the condition
described above, please have them mail a copy of the repair order, proof-ofpayment, and proof-of-ownership to the following address for reimbursement
consideration:
Toyota Customer Experience Center
Toyota Motor Sales, USA, Inc.
c/o Toyota Motor North America, Inc.
P O Box 259001 – SSC/CSP Reimbursements
Plano, Texas 75025-9001
The customer name, address, and telephone number(s) should be included in
the request. The customer should allow 4-6 weeks for processing.
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.