ZKC_Toyota POL19

DISTRIBUTE TO:
 Service Manager
 Warranty Administrator
Customer Support
Program Bulletin
No.:
Date:
Page:
POL19-06
6/6/2019
1 of 3
SUBJECT: CUSTOMER SUPPORT PROGRAM BULLETIN (ZKC):
REPAIR COVERAGE FOR BRAKE ACTUATOR
ASSEMBLY AND BRAKE BOOSTER PUMP ASSEMBLY
ON CERTAIN 2008-2010 MY HIGHLANDER HYBRID
VEHICLES
Background
Toyota has received reports regarding the Brake Actuator Assembly and Brake
Booster Pump Assembly indicating certain internal malfunctions.
Applicability
Although the Brake Actuator Assembly and Brake Booster Pump Assembly are
covered by Toyota’s New Vehicle Limited Warranty, for 3 years or 36,000 miles
(whichever occurs first), we at Toyota care about the customer’s ownership
experience. Toyota is providing coverage for repairs related to the certain internal
malfunctions of the brake booster assemblies.
Primary Coverage offers the Customer Support Program until December 31,
2020, regardless of mileage.
After the Primary Coverage, the Secondary Coverage is applicable for 10 years
or 150,000 miles from the vehicle’s date of first use, whichever occurs first.
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.
Covered Vehicles
Not all vehicles are covered by this Customer Support Program. Verify VIN
applicability by checking TIS before completing any repairs.
Toyota Customer Support Program Bulletin
POL19-06
6/6/19
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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 Hybrid
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
Description
Labor Time
ZKC001
Replace the brake actuator assembly
+
Replace the brake booster pump assembly
1.9 hr./vehicle
Sublet
The cost of the brake fluid (2.0 L per vehicle) will be reimbursed under sublet
type “OF” for opcode ZKC001 at a max of $15.00.
Replacement Parts
All parts replaced for this repair are subject to warranty parts recovery.
Part Number
Description
Quantity
04008-26448
Actuator Assy, Brake w/ Fluid
1
04008-51148
Pump Kit, Brake Booster w/ Accumulator
1
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.
Toyota Customer Support Program Bulletin
POL19-06
6/6/19
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Parts Recovery Procedures
All parts replaced as part of this Customer Support Program must be turned over
to the parts department until appropriate disposition is determined. The parts
department must retain these parts until notification via the Parts Recovery
System (PRS) is received indicating whether to ship or scrap the parts. These
parts are utilized by various departments for defect analysis, quality control
analysis, product evaluation, as well as other purposes.
To help minimize dealer storage challenges, Toyota recommends that dealers:
•
•
File the campaign claim accurately and promptly. The time a dealer is
required to hold parts is based on when the campaign claim is paid by
Toyota.
Monitor the Warranty Parts Recovery Notifications and Part Scrap Report
regularly.
Refer to Warranty Policies 9.3 and 9.6 for additional details.
Technical Instructions (Repair Procedures)
Technical instructions can be found in T-SB-0064-19. 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.