19TE12 - DCM - D
Service Bulletin Details
Public Details for: 19TE12 - DCM - D
Dealer package: december 10, 2019 vehicle total has decreased by approximately 1,100 vehicles. Vehicles were moved from customer support program 19te12 and added to limited service campaign k0p. The data communication module (dcm) in the su
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Models from 2019
2019 TOYOTA 4RUNNER |
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2018 TOYOTA 4RUNNER |
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2017 TOYOTA LAND CRUISER |
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◄ IMPORTANT UPDATE ► The attached Dealer Letter has been updated. Refer to the details below. DATE December 10, 2019 November 13, 2019 TOPIC Vehicle total has decreased by approximately 1,100 vehicles. Vehicles were moved from Customer Support Program 19TE12 and added to Limited Service Campaign K0P. Opcodes are now available to submit warranty claims on vehicles still under the New Vehicle Limited Warranty (3yrs/36,000 miles). 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: October 17, 2019 To: All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers CUSTOMER SUPPORT PROGRAM 19TE12 Multiple Models and Model Years Coverage for Safety Connect System – Vehicle Location Inaccurate Model / Years Production Period 2013 – 2019 Model Year 4Runner 2013 – 2017 Model Year Land Cruiser 2016 – 2017 Model Year Mirai 2013 – 2017 Model Year Prius 2013 – 2017 Model Year Prius V Late January 2013 - Late January 2019 Mid-December 2012 - Late July 2017 Early March 2015 - Mid-December 2017 Late December 2012 - Early November 2117 Early February 2013 - Late November 2017 Approximate Total Vehicles 146,490 12,170 1,060 28,590 7,350 In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer Support Program to provide coverage for Safety Connect System – Vehicle Location Inaccurate. Background The Data Communication Module (DCM) in the subject vehicles is 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. Note: Toyota has initiated a Limited Service Campaign and a Customer Support Program to resolve this issue related to the Safety Connect system. Both of these programs provide the same free remedy to correct this issue with Safety Connect. Toyota recommends that customers have the free remedy performed before reactivating Safety Connect. Vehicles that had an active Safety Connect subscription on or after 10/1/2017 were included in Limited Service Campaign LSC K0P. Vehicles that did not have an active Safety Connect subscription on or after 10/1/2017 but are affected by this condition are included in this Customer Support Program (19TE12). The following information is provided to inform you and your staff of the program notification schedule and your degree of involvement. © 2019 Toyota Motor Sales, USA Customer Notification Because this condition will only impact customers who have an active Safety Connect subscription, customers will be notified of this CSP during the reactivation process for Safety Connect and will be provided instructions on how to have the DCM software updated at their local authorized dealer. A copy of the communication that is provided to customers at subscription activation is included for your reference. The DCM software update must be performed in order for certain features of Safety Connect to work as designed. Customer Support Program Details This Customer Support Program provides coverage as it applies to incorrectly calculated GPS coordinates due to the Data Communication Module being programmed incorrectly. • This coverage will be offered until December 1, 2022 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. This Customer Support Program applies to customers who are activating a Safety Connect subscription. If a customer does not have a Safety Connect subscription, this condition does not affect any functions of the customer’s vehicle. Covered Vehicles There are approximately 195,650 vehicles covered by this Customer Support Program. There were no vehicles distributed to Puerto Rico affected by this Customer Support Program. Customer Handling, Parts Ordering, and Remedy Procedures Customer Contacts Customers who are renewing or newly activating their Safety Connect subscription may contact your dealership with questions regarding this Customer Support Program. 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. Customer Marketing 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. 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. Customer Support Program - 19TE12 - D - Page |3 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. NOTE: Claims for repairs that were performed by non-qualified technicians are subject to debit. Campaign Special Service Tools These tools have been provided to the dealership at the launch of LSC K0P, 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. © 2019 Toyota Motor Sales, USA Warranty Reimbursement Procedures Reimbursement Procedure NOTE: If the vehicle is still under the New Vehicle Limited Warranty (3yrs/36,000 miles), submit the repair as a Regular warranty claim using the Opcodes below TDCM01 - TDCM04. The Original Failed Part OFP will vary depending on model. Opcode TDCM01 TDCM02 TDCM03 TDCM04 Op Code AHH001 AHH002 AHH003 AHH004 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 Time 0.3 2.0 2.3 2.5 OFP T1 T2 86740 - ***** 86741 - ***** 87 74 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 Model Model Year DCM Type 4Runner Land Cruiser Mirai Prius Prius V 2013 - 2019 2013 - 2017 2016 - 2017 2013 - 2017 2013 - 2017 DCM-12 DCM-12 DCM-13/14 DCM-12 DCM-12 Flat Rate Hours 0.3 2.0 2.3 2.5 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 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 Support Program - 19TE12 - D - Page |5 Campaign Designation / Phase Decoder 19TA01 19 T A 01 Year Campaign is Launched Vehicle Make Field Action Category and Phase Field Action Sequence T = Toyota L = Lexus A = Safety Recall Remedy B = Safety Recall Interim C = Special Service Campaign D = Limited Service Campaign E = Customer Support Program 01 = 1st Field Action of the year 02 = 2nd Field Action of the year 03 = 3rd Field Action of the year 19 = 2019 20 = 2020 21 = 2021 22 = 2022 23 = 2023 Etc... (May use other characters in unique cases) (The sequence is unique for each Field Action category) Examples: 19TA01 = Launched in 2019, Toyota, Safety Recall Remedy Phase, 1st Safety Recall Launched in 2019 20TC02 = Launched in 2020, Special Service Campaign, 2nd Special Service Campaign Launched in 2020 21TE05 = Launched in 2021, Customer Support Program, 5th Customer Support Program Launched in 2021 Please review this entire package with your Service and Parts staff to familiarize them with the proper step-bystep procedures required to implement this Customer Support Program. Thank you for your cooperation. TOYOTA MOTOR SALES, U.S.A., INC. © 2019 Toyota Motor Sales, USA CUSTOMER SUPPORT PROGRAM 19TE12 Multiple Models and Model Years Coverage for Safety Connect System – Vehicle Location Inaccurate Frequently Asked Questions Original Publication Date: October 17, 2019 ◄ IMPORTANT UPDATE ► DATE December 10, 2019 TOPIC Vehicle total has decreased 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 is 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: Why are some vehicles involved in this Customer Support Program and others involved in Limited Service Campaign “K0P”? What is the difference? A3: Toyota has initiated a Limited Service Campaign and a Customer Support Program to resolve this issue related to the Safety Connect system. Both of these programs provide the same free remedy to correct this issue with Safety Connect. Toyota recommends that customers have the free remedy performed before reactivating Safety Connect. Vehicles that had an active Safety Connect subscription on or after 10/1/2017 were included in Limited Service Campaign LSC K0P. Vehicles that did not have an active Safety Connect subscription on or after 10/1/2017 but are affected by this condition are included in this Customer Support Program (19TE12). Q4: A4: Q5: A5: Q6: A6: My Safety Connect subscription is not active. Do I need to have this repair completed? This Customer Support Program applies to customers who are activating a Safety Connect subscription. If a customer is not activating a Safety Connect subscription, it is not necessary to have the repair completed. What is Toyota going to do? Because this condition will only impact customers who are reactivating their vehicles’ Safety Connect subscription, customers will be notified of this CSP during the reactivation process and will be provided instructions on how to have the DCM software updated at their local authorized dealer. A copy of the communication that is provided to customers at subscription activation is included for your reference. The DCM software update must be performed in order for certain features of Safety Connect to work as designed. What should I do to have the software update performed? If you are activating a Safety Connect subscription, please make an appointment with your local authorized Toyota dealer to have the software update performed FREE OF CHARGE. If you are not activating a Safety Connect subscription, there is no action necessary at this time. Q7: A7: Q8: A8: Q9: A9: Which and how many vehicles are covered by this Customer Support Program? There are approximately 195,650 vehicles covered by this Customer Support Program. Model Name Model Year 4Runner Land Cruiser Mirai Prius Prius V 2013 - 2019 2013 - 2017 2016 - 2017 2013 - 2017 2013 - 2017 Approximate Total Vehicles 146,490 12,170 1,060 28,590 7,350 Production Period Late January 2013 - Late January 2019 Mid-December 2012 - Late July 2017 Early March 2015 - Mid-December 2017 Late December 2012 - Early November 2117 Early February 2013 - Late November 2017 Q7a: Are there any other Lexus/Toyota/Scion vehicles covered by this Customer Support Program in the U.S.? A7a: Yes, the following Lexus vehicles are also covered by Customer Support Program 19LE05. Certain 2011–2017 model year CT200H, certain 2013–2017 model year 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 2010-2018 model year GX460, certain 2013-2014 model year IS-F, certain 2016-2017 model year IS200T, certain 2010-2015 model year IS250, certain 2013-2015 model year IS250C, certain 2016-2017 model year IS300, certain 2013-2017 model year IS350, certain 2013-2015 model year IS350C, certain 2013-2017 model year LS460, certain 2013-2016 model year LS600H, certain 2010-2017 model year LX570, certain 2015-2017 model year NX200T, certain 2015-2017 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 and certain 2010-2017 model year RX450H. 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. 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 Toyota Motor Sales, USA, Inc. 6565 Headquarters Drive Plano, TX 75024 (469) 292-4000 E Thank you for your interest in Safety Connect! Toyota and Lexus are dedicated to providing vehicles of outstanding quality and value. As part of our continual efforts to promote customer satisfaction, Toyota and Lexus have initiated a Limited Service Campaign and a Customer Support Program to resolve an issue related to the Safety Connect system. Our records indicate that your vehicle is involved in either the Limited Service Campaign or the Customer Support Program and the repair has not been performed. PL Both of these programs provide the same free remedy to correct this issue with Safety Connect. Toyota and Lexus recommend that you have the free remedy performed before reactivating Safety Connect. The Data Communication Module (DCM) in the subject vehicles is 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 The Limited Service Campaign and Customer Support Program provide coverage as it applies to incorrectly calculated GPS coordinates due to the Data Communication Module being programmed incorrectly *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. Coverage SA The Limited Service Campaign and Customer Support Program are available until December 1st, 2022 What should you do? If you are reactivating Safety Connect on your vehicle, please contact your authorized Toyota or Lexus dealer to make an appointment to have the Data Communication Module reprogram performed free of charge. 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. What if you have other questions? • • • Your local Toyota or Lexus dealer will also be more than happy to answer any of your questions. Toyota 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. Lexus Customers with additional questions or concerns may contact the Lexus Guest Experience Center (1-800-255-3987) - Monday through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 6:00 pm Eastern Time. Sincerely, PL Thank you for driving a Toyota or Lexus. E We have provided this notice in the interest of your continued satisfaction with our products. We sincerely regret any inconvenience this condition may have caused you. SA M TOYOTA MOTOR SALES, U.S.A., INC.