ZH5_Toyota POL17

DISTRIBUTE TO:
 Service Manager
 Warranty Administrator
Warranty Policy Bulletin
No.:
Date:
Page:
POL17-14
8/3/2017
1 of 4
REVISED 6/19/19
SUBJECT: CUSTOMER SUPPORT PROGRAM (ZH5): WARRANTY
EXTENSION FOR POWER SLIDING DOOR REAR LOCK
ASSEMBLIES ON CERTAIN 2011-2018 MY SIENNA
VEHICLES
Background
Toyota has received a number of reports regarding the power sliding door rear
lock assemblies on certain 2011–2018 model year Sienna vehicles. In these
reports, corrosion on the position sensor of the left and/or right power sliding door
rear lock assembly caused that door to exhibit one or more of the abnormal
operations described below:
• During power mode closing operation, as the power sliding door reaches
the nearly closed position, the door reverses and moves toward the open
positon.
• During power mode closing operation, the power sliding door cannot
completely close and latch.
• The power mode closing operation of the power sliding door is inoperative.
Applicability
The Power Sliding Door Rear 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 relating to
corrosion on the position sensor of the left and right power sliding door rear lock
assembly that causes that sliding door to exhibit one or more of the abnormal
operations described above or, if an internal functional concern of the power
sliding door rear 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
POL17-14
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 (Any 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
Model
Opcode
GHG07A
Repair
Program
Sienna
GHG07B
Description
Replace power sliding
door rear lock assembly
on ONE power sliding
door
Replace power sliding
door rear lock assembly
on BOTH power sliding
doors
Labor Time
0.9 hr./vehicle
1.2 hr./vehicle
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.
Toyota Warranty Policy Bulletin
POL17-14
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 GHG07A or GHG07B.
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
04007-02108 or 04007-02508
Lock Assy, Power Slide Door, RH Kit
1
04007-02208
Lock Assy, Power Slide Door, 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
POL17-14
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 rear 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.