ZKE_Toyota POL19

DISTRIBUTE TO:
 Service Manager
 Warranty Administrator
Customer Support
Program Bulletin
No.:
Date:
Page:
POL19-03
6/19/2019
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SUBJECT: CUSTOMER SUPPORT PROGRAM BULLETIN (ZKE):
COVERAGE FOR THE FUEL FILLER DOOR HINGE AND
PIN ON CERTAIN 2011-2018 MY SIENNA VEHICLES
Background
In our continuing efforts to ensure the best in customer satisfaction, and pursuant
to a proposed class action settlement, Toyota is announcing a Customer Support
Program to provide coverage for the fuel filler door hinge and pin.
Although the fuel filler door hinge and pin are covered by Toyota’s New Vehicle
Limited Warranty for 3 years or 36,000 miles (whichever occurs first), we at
Toyota care about each customer’s ownership experience. Toyota is providing
additional coverage for repairs related to the fuel filler door hinge and pin. Only
those repairs that are related to internal functional concerns of the fuel filler door
hinge and pin that impede the closing and/or opening operations of the power
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.
Applicability
This Customer Support Program provides coverage for repairs to the fuel filler
door hinge and pin. Only repairs that are related to internal functional concerns
of the fuel filler door hinge and pin that impede the closing and/or opening
operations of the power sliding door in manual and/or power modes are covered.
This coverage will be offered for 10 years from the vehicle’s date of first use,
regardless of mileage.
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.
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Covered Vehicles
Not all vehicles are covered by this Customer Support Program. Verify VIN
applicability by checking TIS before completing any repairs.
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
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
ZKE001
Remove fuel filler door
+
Install new fuel filler door
0.4 hr./vehicle
The flat rate hours under opcode ZKE001 are for the removal and installation of
the new fuel filler door at the dealer. All refinishing costs are to be claimed as a
sublet as described below.
Sublet
The cost of paint, materials and labor, etc. necessary to paint the new fuel filler
door can be claimed under sublet type “PT”. A copy of the sublet invoice is
required to be attached to the claim.
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.
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Rental
A loaner vehicle or alternative transportation through the Toyota Rent-A-Car
(TRAC) can be claimed up to a maximum of 2 days as a sublet type “RT” under
opcode ZKE001.
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
P/N Covered for Functional
Concern
Description
Replacement P/N
77350-08020
LID ASSY, FUEL FILLER
OPENING
04009-02808
Notes:
• Two (2) rivets (90269-A0005) are required to be replaced when replacing
the fuel filler door opening.
• One (1) replacement fuel lid door stopper may be ordered and claimed
only if necessary. Refer to T-SB-0068-19 for further information related to
the fuel filler door stopper.
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.
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Technical Instructions (Repair Procedures)
Technical instructions for replacing the fuel filler door hinge and pin can be found
in T-SB-0068-19.
This Customer Support Program provides coverage for repairs that are related to
internal functional concerns of the fuel filler door hinge and pin that impede the
closing and/or opening operations of the power sliding door in manual and/or
power modes.
Note: If you are unsure if an internal function concern, which is impeding the
closing and/or opening operation of the power sliding door in manual and/or
power mode, is related to the fuel filler door hinge and pin, 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.