K0P_Dealer Packa

◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
12/10/2019
10/02/2019
TOPIC
Vehicle total has increased by approximately 1,100 vehicles. Vehicles were moved from
Customer Support Program 19TE12 and added to Limited Service Campaign K0P.
Vehicle applicability for remedy in relation to Safety Connect Subscription.
The most recent update in the attached Dealer Letter will be highlighted with a red box.
Please review this notification with your staff to assure that all relevant personnel have been briefed regarding
this subject.
Thank you for your cooperation.
© 2019 Toyota Motor Sales, USA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: September 12, 2019
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
LIMITED SERVICE CAMPAIGN K0P (Remedy Notice)
Multiple Models and Model Years
Safety Connect System – Vehicle Location Inaccurate
Model / Years
2013-2019 Model Year 4Runner
2011-2017 Model Year Land
Cruiser
2016-2017 Model Year Mirai
2013-2017 Model Year Prius
2012-2017 Model Year Prius V
Production Period
Mid-February 2013 – Late-January 2019
Approximate Total Vehicles
24,500
Mid-September 2011 – Late-July 2017
1,830
Early-July 2015 – Mid-December 2017
Early-January 2013 – Early November
2017
Early-April 2012 – Late-November 2017
2,280
4,410
1,350
Condition
The Data Communication Module (DCM) in the subject vehicles are equipped with software to identify the
location of the vehicle using the Global Positioning System (GPS) to support features of the Safety Connect
system. Due to incorrect programming in the DCM software, after November 2nd, 2019, the GPS coordinates
for this system will be calculated incorrectly. This will cause the system to use incorrect vehicle coordinates if
one of the system’s features is activated.
Remedy
For all involved vehicles, any authorized Toyota dealer will reprogram the Data Communication Module at NO
CHARGE to the vehicle owner.
Note: The vehicle does not need to have a current Safety Connect subscription to have this LSC performed.
This Limited Service Campaign will be available until December 1, 2022 and is only available at an authorized
Toyota dealer.
Covered Vehicles
There are approximately 34,400 vehicles covered by this Limited Service Campaign. There were no vehicles
distributed to Puerto Rico.
Note: Only vehicles which currently have or previously had an active Safety Connect subscription on or after
10/1/2017 are involved in this Limited Service Campaign.
© 2019 Toyota Motor Sales, USA
Limited Service Campaign K0P - D - Page |2
Owner Letter Mailing Date
Toyota will begin to notify owners in Mid-September 2019. A sample of the owner notification letter has been
included for your reference.
Toyota makes significant effort to obtain current customer name and address information from each state
through industry resources when mailing owner letters. In the event your dealership receives a notice for a
vehicle that was sold prior to the Limited Service Campaign announcement, it is the dealership’s responsibility
to forward the owner letter to the customer who purchased the vehicle.
Please note that only owners of the covered vehicles will be notified. If you are contacted by an owner who
has not yet received a notification, please verify eligibility by confirming through TIS prior to performing
repairs. Dealers should perform the repair as outlined in the Technical Instructions found on TIS.
Dealer Inventory Procedures
New and Used Vehicles in Dealership Inventory (In-Stock Vehicles)
To ensure customer satisfaction, Toyota requests that dealers complete this Limited Service Campaign on any
new or used vehicles currently in dealer inventory that are covered by this Limited Service Campaign prior to
customer delivery. However, if the campaign cannot be completed (for example, due to remedy parts
availability), delivery of a covered vehicle is acceptable if disclosed to the customer that the vehicle is involved
in a Limited Service Campaign.
Toyota expects dealers to use the attached Customer Contact and Vehicle Disclosure Form to obtain vehicle
buyer information. Dealers are expected to provide a copy of the completed form, along with the most current
FAQ, to the vehicle buyer. Toyota and the dealer may use this information to contact the customer when the
remedy becomes available.
Keep the completed form on file at the dealership and send a copy to [email protected]. In the
subject line of the email state “Disclosure Form K0P” and include the VIN.
NOTE: Dealers can identify if any of their new and used inventory has any open campaigns in the Vehicle
Inventory Summary available in Dealer Daily (https://dealerdaily.toyota.com/). The Vehicle Inventory Summary
may take up to 4 hours to populate information for newly launched campaigns.
Toyota Certified Used Vehicle (TCUV)
The TCUV policy prohibits the certification of any vehicle with an outstanding Safety Recall, Special Service
Campaign, or Limited Service Campaign. Thus, no affected units are to be designated, sold, or delivered as
a TCUV until all applicable Safety Recalls, Special Service Campaigns, and Limited Service Campaigns have
been completed on that vehicle.
Limited Service Campaign K0P - D - Page |3
Customer Handling, Parts Ordering, and Remedy Procedures
Customer Contacts
Customers who receive the owner letter may contact your dealership with questions regarding the letter
and/or the Limited Service Campaign. Please welcome them to your dealership and answer any questions that
they may have. A Q&A is provided to assure a consistent message is communicated.
Customers with additional questions or concerns are asked to please contact the Toyota Customer Experience
Center (1-888-270-9371) - Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central
Time.
Safety Connect System Active Subscription Verification
Customers who receive the owner letter may contact your dealership to see if their vehicle has an active Safety
Connect Subscription. Please use the Telematics tab on Service Lane to verify if the customers vehicle has an
active subscription.
Note: The vehicle does not need to have a current Safety Connect subscription to have this LSC performed.
Media Contacts
It is imperative that all media contacts (local and national) receive a consistent message. In this regard, all
media contacts must be directed to Tania Saldana (859) 815-9968 in Toyota Corporate Communications.
Please do not provide this number to customers. Please provide this contact only to media.
© 2019 Toyota Motor Sales, USA
Limited Service Campaign K0P - 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 levels 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.
Campaign Special Service Tools
These tools have been provided to the dealership, they are
necessary when performing the recalibration. *
CABLE No.1
CABLE No.2
* DO NOT use these tools except for this campaign.
Remedy Procedures
Refer to TIS for Technical Instructions on repair. Conduct all non-completed Safety Recalls and Service
Campaigns on the vehicle during the time of appointment.
This Limited Service Campaign will be available until December 1, 2022, and is only available at an authorized
Toyota dealer.
Repair Quality Confirmation
The repair quality of covered vehicles is extremely important to Toyota. To help ensure that all vehicles have
the repair performed correctly, please designate at least one associate (someone other than the individual
who performed the repair) to verify the repair quality of every vehicle prior to customer delivery.
Limited Service Campaign K0P - D - Page |5
Warranty Reimbursement Procedures
Warranty Reimbursement Procedure
Op Code
K0P001
K0P002
K0P003
K0P004
•
•
Description
Confirm Calibration ID, No Update Needed
Confirm Calibration ID and Recalibrate DCM Type 13/14
Confirm Calibration ID and Recalibrate DCM Type 12
Confirm Calibration ID, Partial Passenger Seat Removal
and Recalibrate DCM Type 12
The flat rate times include 0.1 hours for administrative cost per unit for the dealership.
This Limited Service Campaign expires on December 01, 2022.
© 2019 Toyota Motor Sales, USA
Flat Rate Hours
0.4
2.1
2.4
2.6
Limited Service Campaign K0P - D - Page |6
Model
Model Year
DCM Type
4Runner
Land Cruiser
Mirai
Prius
Prius V
2013 - 2019
2011 - 2017
2016 - 2017
2013 - 2017
2012 - 2017
DCM-12
DCM-12
DCM-13/14
DCM-12
DCM-12
Partial Passenger Seat Removal
required
Yes
Not Required
Not Required
Yes
Yes
Claim Filing Accuracy and Correction Requests
It is the dealer’s responsibility to file claims correctly for this Limited Service Campaign. 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.
Campaign Designation / Phase Decoder
J
0
A
Year Campaign is Launched
Repair Phase
Current Campaign Letter
for this year
B = 2011
C = 2012
D = 2013
E = 2014
F = 2015
G = 2016
H = 2017
J = 2018
Etc...
0 = Remedy
1 = Interim (Remedy not yet
available) “1” will change to “0”
when the Remedy is available
(May use other characters in
unique cases)
1st Campaign = A
2nd Campaign = B
3rd Campaign = C
4th Campaign = D
5th Campaign = E
27th Campaign = 1
28th Campaign = 2
Etc...
Examples:
C1B = Launched in 2012, Interim Phase, 2nd Campaign Launched in 2012
E0A = Launched in 2014, Remedy Phase, 1st Campaign Launched in 2014
J0A = Launched in 2018, Remedy Phase, 1st Campaign Launched in 2018.
Please review this entire package with your Service and Parts staff to familiarize them with the proper step-bystep procedures required to implement this Limited Service Campaign.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
LIMITED SERVICE CAMPAIGN K0P (Remedy Notice)
Multiple Models and Model Years
Safety Connect System – Vehicle Location Inaccurate
Frequently Asked Questions
Original Publication Date: September 12, 2019
◄ IMPORTANT UPDATE ►
DATE
12/10/2019
TOPIC
Vehicle total has increased by approximately 1,100 vehicles. Vehicles were moved
from Customer Support Program 19TE12 and added to Limited Service Campaign
K0P.
The most recent update will be highlighted with a red box.
Q1:
A1:
Q2:
A2:
What is the condition?
The Data Communication Module (DCM) in the subject vehicles are equipped with software to identify
the location of the vehicle using the Global Positioning System (GPS) to support features of the Safety
Connect system. Due to incorrect programming in the DCM software, after November 2nd, 2019, the
GPS coordinates for this system will be calculated incorrectly. This will cause the system to use
incorrect vehicle coordinates if one of the system’s features is activated.
Q1a:
What is the Safety Connect system?
A1a:
Safety Connect is a subscription-based telematics service that uses Global Positioning System
(GPS) data and embedded cellular technology to provide Automatic Collision Notification,
Emergency Assistance, Enhanced Roadside Assistance, and Stolen Vehicle Locator services to
subscribers.
Q1b:
I’m not sure if I have a Safety Connect subscription; how can I tell if the system is active on my
vehicle?
A1b
Safety Connect service is available by subscription on select, telematics hardware-equipped
vehicles. Owners can contact any Toyota dealership or the Toyota Customer Experience Center
to see if their vehicle has an active subscription.
Are there any warnings that this condition exists?
No. There are no warnings that this condition exists.
FAQ Page 1 of 3
© 2019 Toyota Motor Sales, USA
Q3:
A3:
What is Toyota going to do?
Owners of the vehicles covered by this Limited Service Campaign will receive an owner notification
letter via first class mail starting Mid-September 2019.
Q3a:
A3a:
Q4:
A4:
How long will this Limited Service Campaign be available?
This Limited Service Campaign will be offered FREE OF CHARGE until December 1, 2022
Which and how many vehicles are covered by this Limited Service Campaign?
There are approximately 34,400 vehicles covered by this Limited Service Campaign.
Model Name
Model Year
4Runner
Land Cruiser
Mirai
Prius
Prius V
2013-2019
2011-2017
2016-2017
2013-2017
2012-2017
Approximate Total
Vehicles
24,500
1,830
2,280
4,410
1,350
Production Period
Mid-February 2013 – Late January 2019
Mid-September 2011 – Late July 2017
Early July 2015 – Mid-December 2017
Early January 2013 – Early November 2017
Early April 2012 – Late November 2017
Q3a:
Are there any other Lexus/Toyota/Scion vehicles covered by this Limited Service Campaign in
the U.S.?
A3a:
Yes, the following Lexus vehicles are also covered by Limited Service Campaign KLG. Certain
2011-2017 Model Year CT200h, Certain Model Year 2013-2017 ES300h, Certain 2010-2017
Model Year ES350, Certain 2016-2017 Model Year GS F, Certain 2016-2017 Model Year GS200T,
Certain 2011-2017 Model Year GS350, Certain 2013-2017 Model Year GS450h, Certain 20132018 Model Year GX460, Certain 2013-2014 Model Year IS F, Certain 2016-2017 Model Year
IS200T, Certain 2010-2015 Model Year IS250, Certain 2011-2015 Model Year IS250C, Certain
2016-2017 Model Year IS300, Certain 2013-2017 Model Year IS350, Certain 2013-2015 Model
Year IS350C, Certain 2011-2017 Model Year LS460, Certain 2013-2016 Model Year LS600h,
Certain 2013-2017 Model Year LX570, Certain 2015-2017 Model Year NX200T, Certain 20152017 Model Year NX300h, Certain 2015-2017 Model Year RC F, Certain 2016-2017 Model Year
RC200T, Certain 2016-2017 Model Year RC300, Certain 2015-2017 Model Year RC350, Certain
2010-2017 Model Year RX350, Certain 2010-2017 Model Year RX450h.
Note: Only vehicles which currently have an active Safety Connect subscription or previously
had an active Safety Connect subscription at any time on or after 10/1/2017 are involved in
this Limited Service Campaign.
Q5:
A5:
Q6:
A6:
How long will the repair take?
The repair takes approximately two and a half to three hours depending on the model. However,
depending upon the dealer’s work schedule, it may be necessary to make the vehicle available for a
longer period of time.
My Safety Connect subscription is not active. Do I need to have this repair completed?
If you do not have this repair completed, Toyota recommends that you do not activate a Safety Connect
subscription in the future.
Q7:
A7:
Q8:
A8:
How does Toyota obtain my 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.
What if I have additional questions or concerns?
If you have additional questions or concerns, please contact the Toyota Customer Experience Center
at 1-888-270-9371 Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central
Time.
FAQ Page 3 of 3
© 2019 Toyota Motor Sales, USA
TOYOTA
Multiple Models and Model Years
Safety Connect System – Vehicle Location Inaccurate
Limited Service Campaign (Remedy Notice)
[VIN]
E
Dear Toyota Customer:
At Toyota, we are dedicated to providing vehicles of outstanding quality and value. As part of our continuing
efforts to provide superior customer satisfaction, Toyota is announcing a Limited Service Campaign, which
includes your vehicle.
PL
You received this notice because our records, which are based primarily on state registration and title data,
indicate that you are the current owner.
What is the condition?
The Data Communication Module (DCM) in the subject vehicles are equipped with software to identify the
location of the vehicle using the Global Positioning System (GPS) to support features of the Safety Connect
system*. Due to incorrect programming in the DCM software, after November 2nd, 2019, the GPS coordinates
for this system will be calculated incorrectly. This will cause the system to use incorrect vehicle coordinates if
one of the system’s features is activated.
M
*Safety Connect is a subscription-based telematics service that uses Global Positioning System (GPS) data
and embedded cellular technology to provide Automatic Collision Notification, Emergency Assistance,
Enhanced Roadside Assistance, and Stolen Vehicle Locator services to subscribers.
SA
What will Toyota do?
Any authorized Toyota dealer will reprogram the Data Communication Module FREE OF CHARGE to you.
What should you do?
Before you are inconvenienced by this condition, any authorized Toyota dealer will perform the software
update FREE OF CHARGE to you.
Please contact your authorized Toyota dealer to make an appointment to have the software update
performed. The remedy will take approximately two and a half to three hours, However, depending on
the dealer’s work schedule, it may be necessary to make your vehicle available for a longer period of
time. This Program will be offered until 12/01/2022, and will only be available at an authorized Toyota
dealer.
Note: This repair is only necessary if the vehicle has an active Safety Connect subscription. If your Safety Connect
subscription is no longer active and you do not intend to renew it at any point in the future, no action is necessary
at this time. Toyota recommends that you save this notice in the glove compartment of your vehicle in case you or
a future owner decide to renew your Safety Connect subscription in the future.
What if you have other questions?
•
•
•
Your local Toyota dealer will be more than happy to answer any of your questions.
For more information on this and other campaigns, please visit www.toyota.com/recall.
If you require further assistance, you may contact the Toyota Customer Experience Center at 1-888-2709371 Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
E
If you would like to update your vehicle ownership or contact information, please visit
www.toyota.com/owners. You will need your full 17-digit Vehicle Identification Number (VIN) to input the new
information.
If you are a vehicle lessor, please assist us by forwarding this notice to the lessee.
PL
We have sent this notice in the interest of your continued satisfaction with our products, and we sincerely
regret any inconvenience this condition may have caused you.
Thank you for driving a Toyota.
Sincerely,
SA
M
TOYOTA MOTOR SALES, U.S.A., INC.