ZH4_Toyota POL17

DISTRIBUTE TO:
 Service Manager
 Warranty Administrator
Warranty Policy Bulletin
No.:
Date:
Page:
POL17-13
8/3/2017
1 of 4
REVISED 6/19/19
SUBJECT: CUSTOMER SUPPORT PROGRAM (ZH4): WARRANTY
EXTENSION FOR SLIDING DOOR FRONT LOCK
ASSEMBLIES ON CERTAIN 2011-2018 MY SIENNA
VEHICLES
Background
Toyota has received a number of reports regarding sliding door front lock
assemblies on certain 2011–2018 model year Sienna vehicles. In these reports,
during the closing operation of the left and/or right side sliding door, the door
would not completely close and latch due to corrosion on the latch lever pin of
the door’s front lock assembly.
Applicability
The Sliding Door Front Lock Assemblies are covered by Toyota’s New Vehicle
Limited Warranty* for 3 years or 36,000 miles (whichever occurs first). However,
Toyota is now extending the warranty coverage for repairs related to when,
during the closing operation of the left and/or right side sliding door, the door
would not completely close and latch due to corrosion on the latch lever pin of
the door’s front lock assembly or, if an internal functional concern of the sliding
door front lock assembly exists that impedes the closing and opening operations
of the sliding door in manual and power modes.
This Customer Support Program is applicable for 10 years from the Subject
Vehicle’s date-of-first use, regardless of mileage.
Not all vehicles are covered by this Customer Support Program. Verify VIN
applicability for this Customer Support Program by checking Technical
Information System (TIS) before completing any repairs.
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.
Toyota Warranty Policy Bulletin
POL17-13
8/3/17
REVISED 6/19/19
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Applicability (Continued)
*This Customer Support Program is subject to all of the terms and conditions set
forth in the Toyota New Vehicle Limited Warranty. For example, damage from
abuse, an accident, theft and/or vandalism, or repairs to vehicles which are
currently or were previously titled as “scrap,” “salvage,” or “dismantled” is not
covered by the New Vehicle Limited Warranty or this Customer Support Program
pursuant to Warranty Policy 4.17, “What Is Not Covered by the Toyota New
Vehicle Limited Warranty”.
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 “SC17A - 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 (An Specialty)
Master Technician
Master Diagnostic Technician
Claims for repairs that were performed by non-qualified technicians are subject to
debit.
Claim Submission
Note: If the vehicle is still under the New Vehicle Limited Warranty, submit the
repair as a Regular warranty claim.
Claim
Type
Repair
Program
Model
Opcode
Description
Labor Time
GHG06A
Replace sliding door front
lock assembly on ONE
sliding door
0.7 hr./vehicle
GHG06B
Replace sliding door front
lock assembly on BOTH
sliding doors
1.1 hr./vehicle
Sienna
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.
Toyota Warranty Policy Bulletin
POL17-13
8/3/17
REVISED 6/19/19
3 of 4
Rental
If the owner/lessee requests a loaner vehicle, one may be provided if the
customer’s vehicle is expected to spend more than 4 hours at the dealership. A
loaner vehicle or alternative transportation through the Toyota Rent-A-Car
(TRAC) can be claimed up to a maximum of 1 day as a sublet type “RT” under
opcodes GHG06A or GHG06B.
For alternative transportation that exceeds the maximum number of allowable
days and/or dollars per day, refer to the Toyota Transportation Assistance Policy
(TTAP) for DSPM authorization requirements.
A rental invoice MUST be attached to all rental claims. These claims may be
subject to debit if rental invoice is not attached.
Replacement Parts
All parts replaced for this repair are subject to warranty parts recovery.
Part Number
Description
Quantity
04007-02308
Lock Assy, Slide Door, FR RH Kit
1
04007-02408
Lock Assy, Slide Door, FR LH Kit
1
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.
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.
Toyota Warranty Policy Bulletin
POL17-13
8/3/17
REVISED 6/19/19
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Technical Instructions (Repair Procedures)
Technical instructions can be found in T-SB-0244-17, please refer to TIS for
additional information.
Note: If you are unsure if an internal function concern, which is impeding the
closing and/or opening operation of the sliding door in manual and/or power
mode, is related to the sliding door front lock assembly, contact TAS for
diagnostic assistance.
Customer-Paid Repairs or Replacement of Components
Reimbursement consideration instructions will be included in the owner/lessee
notification letter.
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.