ZKJ_Dealer Packa

Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: June 19, 2019
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
SIENNA SLIDING DOOR FUNCTIONAL INSPECTION ZKJ
Certain 2011 - 2018 Model Year Sienna Vehicles
Sienna Sliding Door Functional Inspection
Model / Years
Sienna 2011 - 2018
Production Period
Early January 2010 – Mid-August 2018
Approximate Total Vehicles
1,019,000
In our continuing efforts to ensure the best in customer satisfaction, and pursuant to a class action settlement,
Toyota is announcing the Sienna Sliding Door Functional Inspection to inspect certain components in the
sliding doors.
Proposed Class Action Settlement
This Sienna Sliding Door Functional Inspection is one of multiple elements involved in a class action
settlement. Refer to Customer Confidence Program ZKI for comprehensive information on the class action
settlement and its other elements.
Overview
Customers whose vehicles are eligible for this Sienna Sliding Door Functional Inspection that have a concern
about their vehicle’s sliding doors may bring their vehicle to a Toyota dealer and request the Toyota dealer to
inspect the sliding doors. The Sienna Sliding Door Functional Inspection should only be performed upon
customer request. If the customer requests a Toyota dealer to perform the Sienna Sliding Door Functional
Inspection, the Toyota Dealer will follow the procedure in T-SB-0069-19 to inspect each of the components
covered by Customer Support Programs ZKD/ZKE/ZKF/ZH4/ZH5 for the conditions covered by those
programs. If a covered condition is identified during the inspection, the dealer should replace the covered
component under warranty, or perform the corresponding Customer Support Program if the vehicle is out-ofwarranty and still eligible for the Customer Support Program.
Component Inspected in the Sienna Sliding
Door Functional Inspection
Power Sliding Door Cable Sub-Assembly
Sliding Door Center Hinge Assembly
Fuel Filler Door Hinge and Pin
Power Sliding Door Rear Lock Assembly
Sliding Door Front Lock Assembly
Individual Toyota Customer Support Program
Customer Support Program ZKD
Customer Support Program ZKF
Customer Support Program ZKE
Customer Support Program ZH5
Customer Support Program ZH4
© 2019 Toyota Motor Sales, USA
Owner/Lessee Letter Mailing Date
Refer to the Covered Vehicles, Notification Schedule, and Customer Handling Procedures section of Customer
Confidence Program ZKI on TIS for additional information related to the owner/lessee notification schedule
of this program and for samples of each owner/lessee letter version.
Covered Vehicles
There are approximately 1,019,000 vehicles involved by this Sienna Sliding Door Functional Inspection.
Approximately 4,000 vehicles involved in this Sienna Sliding Door Functional Inspection were distributed to
Puerto Rico.
Sienna Sliding Door Functional Inspection (K0E) - D - Page |3
Coverage Period and Eligibility
Coverage Period and Eligibility
One Sienna Sliding Door Functional Inspection will be available free of charge until June 11, 2020. Check ZKJ
on TIS to confirm eligibility as shown below.
VEHICLE HAS NOT HAD INSPECTION PERFOMRED
A
A: Status: Inspection has not been performed, vehicle is still eligible to have inspection performed.
INSPECTION HAS BEEN PERFORMED
A
A: Status: Inspection has been performed.
• This vehicle has had the Sienna Sliding Door Functional Inspection performed and is no longer eligible
to receive the Sienna Sliding Door Functional Inspection.
VEHICLE IS EXPIRED FROM ELIGIBILITY
A
A: Status: Expired from eligibility.
• This vehicle has expired from eligibility and is no longer eligible to receive the Sienna Sliding Door
Functional Inspection.
© 2019 Toyota Motor Sales, USA
Sienna Sliding Door Functional Inspection Procedure
Sienna Sliding Door Functional Inspection Procedure Flow Chart:
Did customer request dealer to
perform Sienna
Did Sliding Door
Functional Inspection?
No
No further action required
Yes
Verify Vehicle Eligibility
Not Eligible
Check the TIS Vehicle Inquiry
System for eligibility
Eligible
Perform the inspection in T-SB0069-19 (Sienna Sliding Door
Functional Inspection)
Did the inspection confrim that
any of the components covered
Per
by the Customer
Support
Programs (ZKD/ZKE/ZKF/ZH4/
ZH5) require replacement?
Replace the component(s) by performing the applicable Customer Support Program.
Yes
Vehvie by Warranty?
Vehicle is covered
No
Yes
Replace component
under
Vehvie
Warranty
File OpCode BD1820 for
performing the Sienna Sliding Door
Functional Inspection
No
Covered Component
Power Sliding Door Cable Sub-Assembly
Sliding Door Center Hinge Assembly
Fuel Filler Door Hinge and Pin
Power Sliding Door Rear Lock Assembly
Sliding Door Front Lock Assembly
Individual Toyota Customer Support Program
Customer Support Program ZKD
Customer Support Program ZKF
Customer Support Program ZKE
Per
Customer Support Program ZH5
Customer Support Program ZH4
Note: If the vehicle is not covered by warranty and no longer eligible for the Customer
Support Programs, the customer will be responsible for any repairs they decide to have
performed.
Sienna Sliding Door Functional Inspection (K0E) - D - Page |5
Warranty Reimbursement Procedures
Reimbursement Procedure
OpCode
BD1820
Description
Perform the Sienna Sliding Door
Functional Inspection
Flat Rate Time
0.5
Customer Responsibility of Costs for Repairs and Diagnostics
If a condition is identified during the Sienna Sliding Door Functional Inspection process, that is not covered
by an available/active Toyota Customer Support Program, the customer is responsible for the cost of any
repairs necessary to address the condition should the customer choose to have any repairs completed. Any
additional diagnostics that were performed beyond the procedure described in T-SB-0069-19 are also the
customer’s responsibility should the customer authorize additional diagnostics.
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.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
Customer Handling
Customer Contacts
Customers who receive the owner/lessee letter may contact your dealership with questions regarding the
letter and/or the Sienna Sliding Door Functional Inspection. Refer to the Covered Vehicles, Notification
Schedule, and Customer Handling Procedures section of Customer Confidence Program ZKI on TIS for the
procedure to handle customer inquiries.
Media Contacts
It is imperative that all media contacts (local and national) receive a consistent message.
Refer to the Covered Vehicles, Notification Schedule, and Customer Handling Procedures section of Customer
Confidence Program ZKI on TIS for the procedure to handle media inquiries.
© 2019 Toyota Motor Sales, USA