ZKF_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
CUSTOMER SUPPORT PROGRAM ZKF
Certain 2011 – 2018 Model Year Sienna Vehicles
Coverage for the Sliding Door Center Hinge Assembly
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 a Customer Support Program to provide coverage for repairs to the sliding door center
hinge assembly.
Although the sliding door center hinge assembly is covered by Toyota’s New Vehicle Limited Warranty for 3
years or 36,000 miles (whichever comes first), we at Toyota care about the customers’ ownership experience.
Toyota is providing coverage for repairs to the sliding door center hinge assembly. Only those repairs that are
related to internal functional concerns of the sliding door center hinge assembly that impede the closing
and/or opening operations of the sliding door in manual and/or power modes are covered.
The following information is provided to inform you and your staff of the program notification schedule and
your degree of involvement.
Class Action Settlement
This Customer Support Program 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.
© 2019 Toyota Motor Sales, USA
Customer Support Program ZKF - D - Page |2
Customer Support Program Coverage Details
This Customer Support Program provides coverage for repairs to the sliding door center hinge assembly.
Only repairs that are related to internal functional concerns of the sliding door center hinge assembly that
impede the closing and/or opening operations of the sliding door in manual and/or power modes are
covered.
If a condition covered by this Customer Support Program is verified, the dealer will replace the sliding door
center hinge assembly in the affected sliding door with an improved sliding door center hinge assembly
under the terms of this Customer Support Program.
•
This coverage will be offered for 10 years from the vehicle’s date of first use regardless of mileage.
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 Components
P/N Covered for Functional Concern
68380-08040 / 68380-08041
68390-08040 / 68390-08041
Description
HINGE ASSY, SLIDE DOOR, CTR RH
HINGE ASSY, SLIDE DOOR, CTR LH
Replacement P/N
04009-02608
04009-02708
Covered Vehicles
There are approximately 1,019,000 vehicles covered by this Customer Support Program. Approximately 4,000
vehicles covered by this Customer Support Program were distributed to Puerto Rico.
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.
Diagnostic Fees
Refer to the Diagnostic Fees for Customer Support Programs section of Customer Confidence Program ZKI on
TIS for the procedure related to diagnostic fees for this Customer Support Program.
© 2019 Toyota Motor Sales, USA
Customer Support Program ZKF - D - Page |3
Customer Handling, Parts Ordering, and Remedy Procedures
Customer Contacts
Customers who receive the owner/lessee letter may contact your dealership with questions regarding the
letter and/or the Customer Support Program. 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.
Parts Ordering Process - Non SET and GST Parts Ordering Process
It is possible that parts for this Customer Support Program are either required to be ordered in Campaign Part
Order Request (CPOR) on TIS, or have been placed on Manual Allocation Control (MAC) due to potential
limited part availability. Please check the CPOR/MAC report on Dealer Daily for the most up-to-date parts
ordering information.
As this is a Customer Support Program, most customers will only request reimbursement for past
replacements; dealers should not increase their stock of related repair parts. Dealers are requested to only
order parts for vehicles to which this Customer Support Program applies. DO NOT ORDER FOR STOCK. As
always, if a customer experiences a condition to which this Customer Support Program applies, dealers should
conduct appropriate diagnosis and order the applicable parts.
Refer to Customer Support Program Bulletin POL19-01 for additional parts ordering information.
All Customer Support Program parts are eligible for the Monthly Parts Return Program. Please refer to PANT
Bulletin 2011-087 for campaign parts that are currently returnable under the Monthly Parts Return Program
and for additional details.
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.
© 2019 Toyota Motor Sales, USA
Customer Support Program ZKF - D - Page |4
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:
•
•
•
•
Certified Technician (Any Specialty)
Expert Technician (Any Specialty)
Master Technician
Master Diagnostic Technician
Always check which technicians can perform the repair by logging on to https://www.uotdealerreports.com.
It is the dealership’s responsibility to select technicians with the above certification level or greater to perform
this repair. Carefully review your resources, the technician skill level, and ability before assigning technicians
to this repair. It is important to consider technician days off and vacation schedules to ensure there are
properly trained technicians available to perform this repair at all times.
Remedy Procedures
Technical instructions for replacing the sliding door center hinge assembly can be found in T-SB-0067-19
(vehicles with power sliding doors) or T-SB-0066-19 (vehicles with manual sliding doors).
This Customer Support Program provides coverage for repairs that are related to internal functional concerns
of the sliding door center hinge assembly that impede the closing and/or opening operations of the sliding
door in manual and/or power modes.
Note: If you are unsure if an internal functional 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 center hinge
assembly, contact TAS for diagnostic assistance.
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Warranty Reimbursement Procedures
Reimbursement Procedure
Refer to the Customer Support Program Bulletin (Bulletin No. POL19-01) for claim processing instructions. All
parts replaced for this repair are subject to warranty part recovery. Note: If the customer requests a loaner
vehicle, one may be provided if the customer’s vehicle is expected to spend more than 4 hours at the
dealership. Refer to Customer Support Program Bulletin (Bulletin No. POL19-01) for instructions related to
the rental reimbursement policy.
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.
Customer Reimbursement
Reimbursement consideration instructions will be provided in the owner/lessee letter.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
© 2019 Toyota Motor Sales, USA
CUSTOMER SUPPORT PROGRAM ZKF
Certain 2011 – 2018 Model Year Sienna Vehicles
Coverage for the Sliding Door Center Hinge Assembly.
Frequently Asked Questions
Original Publication Date: June 19, 2019
Q1:
A1:
Is this Customer Support Program affiliated with an existing class action settlement?
Yes. This Customer Support Program 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.
Q2:
A2:
What does this Customer Support Program Offer?
This Customer Support Program provides coverage for repairs to the sliding door center hinge
assembly. Only repairs that are related to internal functional concerns of the sliding door center hinge
assembly that impede the closing and/or opening operations of the sliding door in manual and/or
power modes are covered.
Q3:
A3:
What is Toyota going to do?
Toyota will send, an owner/lessee notification letter by first class mail advising owners/lessees of this
Customer Support Program. Refer to Customer Confidence Program ZKI for comprehensive
information on the class action settlement and its other elements.
If the owner/lessee experiences the condition described above, they should contact their local
authorized Toyota dealership for diagnosis. If the condition is verified, the vehicle will be repaired with
a sliding door center hinge assembly in the affected sliding door with an improved sliding door center
hinge assembly FREE OF CHARGE.
Q4:
A4:
Which and how many vehicles are covered by this Customer Support Program?
There are approximately 1,019,000 vehicles covered by this Customer Support Program.
Model Name
Sienna 2011 - 2018
Q4a:
A4a:
Model Year
Early January 2010 – Mid-August 2018
Production Period
1,019,000
Are there any other Lexus/Toyota/Scion vehicles covered by this Customer Support Program in
the U.S.?
No, there are no other Lexus/Toyota/Scion vehicles covered by this Customer Support
Program.
FAQ Page 1 of 3
© 2019 Toyota Motor Sales, USA
Q5:
A5:
What are the details of this program?
This Customer Support Program provides coverage as it applies to the sliding door center hinge
assembly.
This Customer Support Program provides coverage for repairs to the sliding door center hinge
assembly. Only repairs that are related to internal functional concerns of the sliding door center
hinge assembly that impede the closing and/or opening operations of the sliding door in manual
and/or power modes are covered.
If a condition covered by this Customer Support Program applies is verified, the dealer will replace
the sliding door center hinge assembly in the affected sliding door with an improved sliding door
center hinge assembly under the terms of this Customer Support Program.
•
This coverage will be offered for 10 years from the vehicle’s date of first use regardless of mileage.
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.
Q6:
A6:
Which part(s) are covered by this Customer Support Program?
The left and right sliding door center hinge assembles are covered by this program.
Q7:
A7:
What should an owner/lessee do if experiencing this condition?
If an owner/lessee thinks that he/she has experienced a condition to which this Customer Support
Program applies, a local Toyota dealer should be contacted for appropriate diagnosis and repair. If
the condition is verified as being in accordance with the terms of this Customer Support Program, the
repair will be performed FREE OF CHARGE to the owner/lessee.
Q7a:
A7a:
What if the diagnosis is performed and my vehicle is not covered by the Customer Support
Program?
Please be aware that, if the condition is not covered by this Customer Support Program, you
may be responsible for the initial diagnostic fees and any other repairs you may decide to have
performed. Any authorized Toyota Dealership can determine if a condition is covered by this
Customer Support Program.
Refer to the Diagnostic Fees for Customer Support Programs section of Customer Confidence
Program ZKI for additional details related to the diagnostics fees for this Customer Support
Program.
FAQ Page 2 of 3
© 2019 Toyota Motor Sales, USA
Q8:
A8:
What if an owner/lessee HAS NOT experienced a condition to which this Customer Support Program
applies but would like to have the repair completed?
At this time, this Customer Support Program only applies to vehicles that have exhibited an internal
functional concern of the sliding door center hinge assembly that impedes the closing and/or opening
operations of the sliding door in manual and/or power modes. If an owner/lessee has not experienced
this condition, he/she is asked to retain a copy of the owner/lessee notification letter for future
reference.
Refer to the Diagnostic Fees for Customer Support Programs section of Customer Confidence Program
ZKI for additional details related to the diagnostics fees for this Customer Support Program.
Q9:
A9:
How long will the repair take?
The repair time may take approximately 1 hour. However, depending upon the dealer’s work schedule,
it may be necessary to make the vehicle available for a longer period.
Q10:
A10:
What if an owner/lessee previously paid for repairs related to this Customer Support Program?
Reimbursement consideration instructions will be provided in the owner/lessee letter.
Q11:
A11:
How does Toyota obtain owner/lessee mailing information?
Toyota uses an industry provider who works with each state’s Department of Motor Vehicles (DMV) to
receive registration or title information, based upon the DMV records. Please make sure your
registration or title information is correct.
Q12:
A12:
What if I have additional questions or concerns?
If you have additional questions or concerns, please refer to the Covered Vehicles, Notification
Schedule, and Customer Handling Procedures section of Customer Confidence Program ZKI.
FAQ Page 3 of 3
© 2019 Toyota Motor Sales, USA