ZKG_Region Email

From:
Subject:
Date:
Attachments:
Quality Compliance
Customer Support Program ZKG - Multiple Models and Model Years, Vehicles Painted with Blizzard Pearl (070) or
Super White (040) Paint Color, Coverage for Peeling of Factory-Applied Paint (Internal)
Thursday, August 8, 2019 3:16:55 PM
ZKG_Dealer_Letter_8.9.2019.pdf
ZKG_Region_Letter_8.8.2019.pdf
Phase 1 - Customer Notification Phase
Repair Not Yet Available
In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a
Customer Support Program to provide coverage for peeling of certain colors of factory-applied
paint.
Background
Toyota has received reports of paint peeling on certain vehicles with the original factory-applied
Blizzard Pearl or Super White paint colors. These reports indicate that vehicles with these specific
paint colors, applied during the vehicle manufacturing process, may experience paint peeling on
exterior metal body panels.
Although the original factory paint 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 related to the condition described above.
The following information is provided to inform you and your staff of the program notification
schedule and your degree of involvement.
BEGINNING NOW: In Phase 1, the currently active phase, Toyota is preparing the repair for this
condition and thus, the repair under this program is NOT AVAILABLE. During this phase, dealers
should not do any repairs for this condition under this program. Beginning in August 2019, Toyota
will send an owner notification letter to all owners informing them that their vehicle is covered
under this Customer Support Program. During this phase, owners who have paid for repairs for
this condition can seek reimbursement consideration for expenses incurred prior to September 26,
2019. A sample of this owner notification letter has been included for your reference.
NOT AVAILABLE YET: Phase 2 will begin after Toyota finalizes the repair for this condition. At
that time, Toyota will update this Dealer Letter, launch the repair, and also begin issuing a second
owner letter notifying owners that repairs under this program are available. Letters will be sent
over several months. At that time, if the owner experiences the condition, they should contact
their local authorized Toyota dealership for diagnosis. If the condition is verified, the dealer will
arrange to have the repair performed FREE OF CHARGE in accordance with the terms of this
Customer Support Program.
Covered Vehicles
There are approximately 1,738,940 vehicles covered by this Customer Support Program. There
are approximately 29,200 vehicles covered by this Customer Support Program that were
distributed to Puerto Rico.
Model / Years
2008 – 2015 4Runner
Production Period
Late December 2007 - Late May 2015
Approximate Total
Vehicles
73,860
2008 – 2017 Avalon
2013 – 2017 Avalon
Hybrid
2008 – 2017 Camry
2008 – 2017 Camry
Hybrid
2009 – 2019 Corolla
2008 – 2017 RAV 4
2012 – 2014 RAV 4 EV
2011 – 2015 Scion iQ
2008 – 2015 Scion xB
Early January 2008 - Late May 2017
86,560
Late May 2012 - Late May 2017
13,800
Early January 2008 - Late February
2017
Early January 2008 - Late February
2017
Late November 2007 - Late September
2018
Early January 2008 - Early September
2017
Late July 2012 - Late August 2014
Late September 2010 - Late September
2014
Mid-January 2007 – Late December
2015
555,700
47,430
580,700
332,400
1,110
3,170
44,210
Customer Support Program Details
This Customer Support Program provides coverage for involved vehicles with the original
factory Blizzard Pearl or Super White paint. The covered condition may occur when sunlight
over time degrades the adhesion between the factory-applied paint primer coat layer and the
base metal electrodeposition layer causing the paint to peel from the metal body panel. If the
condition is verified, the vehicle will receive a repair* under the terms of this Customer Support
Program.
*The repair is not available yet and the details of the repair under this program have not been
finalized yet. Please refer to the Dealer Letter on TIS for additional information.
Please reference the attachments for additional details.
Dealers will be notified on August 9, 2019 at approximately 10:30 A.M. Central Time.
Thank you for your support,
TOYOTA MOTOR NORTH AMERICA
Quality | Quality Compliance Department