ZKG_Dealer Packa

◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
December 12, 2019
TOPIC
This document has been updated to clarify that only authorized Toyota dealerships
are authorized to confirm if the paint peeling condition is covered by this program.
However, after confirming that the paint peeling condition is covered by this
program, the authorized Toyota dealership may choose to coordinate to have the
repainting repair performed by a non-Toyota repair facility (e.g. third-party
collision repair facility, body shop, etc).
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: December 4, 2019
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
CUSTOMER SUPPORT PROGRAM ZKG
Phase 2 – Customer Renotification and Repair Phase
Repair is Now Available
Multiple Models and Model Years
Vehicles Painted with Blizzard Pearl (070) or Super White (040) Paint Color
Coverage for Peeling of Factory-Applied Paint
Model / Years
2008 – 2015
2008 – 2017
2013 – 2017
2008 – 2017
2008 – 2017
2009 – 2019
2008 – 2017
2012 – 2014
2011 – 2015
2008 – 2015
4Runner
Avalon
Avalon Hybrid
Camry
Camry Hybrid
Corolla
RAV 4
RAV 4 EV
Scion iQ
Scion xB
Production Period
Late December 2007 - Late May 2015
Early January 2008 - Late May 2017
Late May 2012 - Late May 2017
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
Approximate Total
Vehicles
73,860
86,560
13,800
555,700
47,430
580,700
332,400
1,110
3,170
44,210
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.
© 2019 Toyota Motor Sales, USA
Customer Support Program ZKG - D - Page |2
Customer Support Program Coverage 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 specific panel affected
will be repainted.
•
The Primary Coverage will be offered until December 11, 2022, regardless of mileage.
•
After the Primary Coverage, the Secondary Coverage is applicable for 10 years from the date of
first use, regardless of mileage.
Note:
Damage to the vehicle exterior (such as collision damage, deep scratches, dents, etc..) may prevent a repair
facility from performing the paint repair covered by this Customer Support Program.
This Customer Support Program does not cover repair of such damage.
If any damage must be repaired prior to performing the paint repair covered by this Customer Support
Program, the dealer may offer to repair the damage at the customer’s expense.
Examples of damage that might prevent paint repair are:
• Collision damage.
• Dents.
• Deep scratches.
• Deep rock chips.
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.
*Only authorized Toyota dealerships are authorized to confirm if the paint peeling condition is covered by
this program. However, after confirming that the paint peeling condition is covered by this program, the
authorized Toyota dealership may choose to coordinate to have the repainting repair performed by a nonToyota repair facility (e.g. third-party collision repair facility, body shop, etc.).
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.
Customer Support Program ZKG - D - Page |3
Program Phase Schedule
In early August 2019, Toyota announced the “Customer Notification Phase” of this program. Toyota is now
launching the repair portion of this program.
Phase 1 – Customer Notification
In the interest of customer satisfaction, Toyota first notified owners via first class mail between late
August 2019 and mid-September 2019 about this program, provided a process for reimbursing out of
pocket expenses associated with this condition incurred prior to September 26, 2019, and informed
owners that Toyota is working on the repair for their vehicle.
Phase 2 – Repair Available and Customer Re-notification
In early August 2019, Toyota announced the “Customer Notification Phase” of this program. Toyota is
now launching the repair portion of this program.
Owner Letter Mailing Date
In the interest of customer satisfaction, Toyota first notified owners via first class mail between late August
2019 and mid-September 2019 about this program, provided a process for reimbursing out of pocket expenses
associated with this condition incurred prior to September 26, 2019, and informed owners that Toyota is
working on the repair for their vehicle.
Toyota will now re-notify owners by first class mail regarding the availability of the repair phase starting in
mid-December 2019. A sample of this notification has been attached for your reference.
© 2019 Toyota Motor Sales, USA
Customer Support Program ZKG - D - Page |4
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 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.
Parts Ordering Process - Non SET and GST Parts Ordering Process
The repair for this customer support program involves re-painting the area of the vehicle exterior affected by
the condition and; therefore, may involve replacing non-reusable parts such as emblems, clips/retainers,
windshield glass adhesive, etc.
Any parts replaced under this program must be*:
1. Toyota Genuine Parts.
2. Must be included in the parts section of the warranty claim.
*This does not apply to refinishing products and surface preparation products such as paints, primers, sand
paper, metal conditioner, etc..
As this is a Customer Support Program, the condition MUST be verified by inspecting the vehicle. Therefore,
dealers SHOULD NOT increase their stock of related repair parts. Dealers are requested to only order parts for
vehicles experiencing this condition only. DO NOT ORDER FOR STOCK. As always, if a customer experiences
the condition described, dealers should conduct appropriate diagnosis and order the applicable parts.
It is possible that some of the parts necessary for performing this campaign are either required to be ordered
in Campaign Part Order Request (CPOR) on Service Lane, 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.
Customer Support Program ZKG - D - Page |5
Technician Training Requirements
These technician training requirements only apply to the Toyota dealership technician performing the
procedure in the Technical Instructions (i.e., they do not apply to the body shop technician refinishing the
vehicle). The repair quality of covered vehicles is extremely important to Toyota. All dealership technicians
performing the procedure in the Technical Instructions are required to successfully complete the most current
version of the E-Learning course “Safety Recall and Service Campaign Essentials”. To ensure that the Technical
Instructions are performed correctly; technicians performing the Technical Instructions 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 the Technical Instructions at all times.
Remedy Procedures
Refer to the Technical Instructions on TIS for complete remedy procedure instructions including:
1. Verifying if the paint condition is covered by this Customer Support Program
2. Ensuring there is no damage that requires repair prior to performing the Customer Support Program
repair
3. Uploading mandatory photographs to the web application
4. Confirming that the preliminary estimate from the body shop has been accepted by Toyota
5. Coordinating repair of the vehicle at a body shop
6. Ensuring the body shop is provided with, and follows, the Customer Support Program ZGK Paint Repair
Process
Non-Toyota Certified Repair Facility
After your dealership has confirmed that the condition is covered by this program and completed the website
process, your dealership may sublet the repainting repair to a non-Toyota certified repair facility (third-party
collision repair facility, body shop, etc.). A Toyota certified collision center is not required to perform the
repainting repair.
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 ZKG - D - Page |6
Warranty Reimbursement Procedures
Verify Vehicle Eligibility
Check TIS Vehicle Inquiry System
Did
to verify vehicle eligibility
Not Covered
No further action required
Covered
Confirm that paint condition is
covered.
Follow the inspection procedure
in T-SB-0162-19 (Toyota) or
S-SB-0004-19 (Scion).
Confirm if any vehicle
damage my prevent
paint repairs
Not Covered
Damage
Inform customer that body shop may
not be able to perform the CSP until
the damage is repaired at the
Customer’s expense
No damage
Upload photos of peeling
panel(s) to website.
Obtain preliminary estimate
from body shop.
Additional panels found
peeling during repair?
Remember to share the Customer
Support Program ZKG Paint Repair
Process to the body shop
Input estimate details
(labor hours, etc..)
into the website for approval
Obtain new estimate
Not approved
(rejected)
Approved
Ensure Customer Support
Program ZKG Paint Repair
Process has been shared to
body shop
Repair vehicle.
Vehicle is authorized to receive repair
under ZKG (warranty authorization code
is issued by website).
Return vehicle to customer.
Op Code
ZKG001
Description
Repaint the affected panel(s)
Flat Rate Hours
0.3
Note that a warranty authorization code must be issued by the website prior to authorizing any repairs.
•
The flat rate time includes 0.3 hours for administrative cost per unit for the dealership which includes the
administrative time to upload photos and body shop preliminary estimate details to the website.
Sublet:
• The total cost of the final invoice from the body shop should be included in the sublet section as sublet
type “PT”. A copy of the invoice is required to be attached.
• DO NOT include the actual cost of parts in the sublet section. The actual cost of parts should be subtracted
from the sublet bill if they are included in the body shop’s final invoice. Parts should ONLY be claimed in
the parts section of the warranty claim.
• In the very rare case that your dealership was required to use the damp cloth confirmation procedure
described in T-SB-0162-19 (Toyota) or S-SB-0004-19 (Scion), claim the cost under sublet type “ZZ” using
the following formula: 0.3 hours x Dealer Hourly Warranty Labor Rate x the number of panels where the
condition was confirmed using the damp cloth confirmation procedure. Photos must be attached to the
claim showing that the condition exists after the damp cloth confirmation.
Customer Support Program ZKG - D - Page |7
Loaner Vehicle Reimbursement Procedure
The cost of providing a loaner vehicle for the period that the vehicle is undergoing repairs though Toyota
Rent-A-Car (TRAC) may be claimed at a maximum rate of $35.00 per day as sublet type “RT”. The maximum
allowable claimable days should follow the table below.
Total “Body” + “Paint” Labor Hours from
Body Shop Invoice
0-3
4-8
9-16
17-24
25-32
33-40
41-48
49-56
57-64
65-72
73-80
81-88
89-96
97-104
105-112
113-120
•
•
Maximum Claimable Loaner Vehicle Days
0
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
For rentals that exceed the maximum number of allowable days and/or dollars per day, refer to the Toyota
Transportation Assistance Policy (TTAP) for DSPM authorization requirements.
Rental invoice MUST be attached to all rental claims. These claims may be subject to debit if rental invoice
is not attached.
Customer Reimbursement
Reimbursement consideration instructions will be included in the owner letter.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
© 2019 Toyota Motor Sales, USA
CUSTOMER SUPPORT PROGRAM ZKG
Phase 2 – Customer Renotification and Repair Phase
Repair is Now Available
Multiple Models and Model Years
Vehicles Painted with Blizzard Pearl (070) or Super White (040) Paint Color
Coverage for Peeling of Factory-Applied Paint
Frequently Asked Questions
Original Publication Date: December 4, 2019
◄ IMPORTANT UPDATE ►
DATE
December 12, 2019
TOPIC
This document has been updated to clarify that only authorized Toyota dealerships
are authorized to confirm if the paint peeling condition is covered by this program.
However, after confirming that the paint peeling condition is covered by this
program, the authorized Toyota dealership may choose to coordinate to have the
repainting repair performed by a non-Toyota repair facility (e.g. third-party collision
repair facility, body shop, etc).
The most recent update will be highlighted with a red box.
Q1:
A1:
Q2:
A2:
What is the condition?
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.
Q1a:
What specific paint colors are affected by this condition?
A1a:
The vehicles involved in this program were factory-painted with Blizzard Pearl (Toyota paint
code 070) or Super White (Toyota paint code 040) paint color.
What is Toyota going to do?
In early August 2019, Toyota announced the “Customer Notification Phase” of this program. Toyota is
now launching the repair portion of this program
FAQ Page 1 of 5
© 2019 Toyota Motor Sales, USA
Q3:
A3:
How will owners be re-notified that the repair is available for their vehicle?
In the interest of customer satisfaction, Toyota first notified owners via first class mail between late
August 2019 and mid-September 2019 about this program, provided a process for reimbursing out of
pocket expenses associated with this condition incurred prior to September 26, 2019, and informed
owners that Toyota is working on the repair for their vehicle.
Toyota will now re-notify owners by first class mail regarding the availability of the repair phase starting
in mid-December 2019.
Q4:
A4:
Which and how many vehicles are covered by this Customer Support Program?
There are approximately 1,738,940 vehicles covered by this Customer Support Program.
Model Name
Model Year
Production Period
4Runner
Avalon
Avalon Hybrid
Camry
Camry Hybrid
Corolla
RAV 4
RAV 4 EV
Scion iQ
Scion xB
2008 – 2015
2008 – 2017
2013 – 2017
2008 – 2017
2008 – 2017
2009 – 2019
2008 – 2017
2012 - 2014
2011 – 2015
2008 – 2015
Late December 2007 – Late May 2015
Early January 2008 – Late May 2017
Late May 2012 – Late May 2017
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
Q4a:
Are there any other vehicles covered by this Customer Support Program in the U.S.?
A4a:
Yes, there are approximately 5,780 2008 – 2009 model year Lexus GX 470 vehicles covered by
this Customer Support Program.
FAQ Page 2 of 5
© 2019 Toyota Motor Sales, USA
Q5:
A5:
What are the coverage details of this program?
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 specific panel affected will be repainted.
•
The Primary Coverage will be offered until December 11, 2022, regardless of mileage.
•
After the Primary Coverage, the Secondary Coverage is applicable for 10 years from the date
of first use, regardless of mileage.
Note:
Damage to the vehicle exterior (such as collision damage, deep scratches, dents, etc..) may prevent a
repair facility from performing the paint repair covered by this Customer Support Program.
This Customer Support Program does not cover repair of such damage.
If any damage must be repaired prior to performing the paint repair covered by this Customer Support
Program, the dealer may offer to repair the damage at the customer’s expense.
Examples of damage that might prevent paint repair are:
• Collision damage.
• Dents.
• Deep scratches.
• Deep rock chips.
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.
*Only authorized Toyota dealerships are authorized to confirm if the paint peeling condition is covered
by this program. However, after confirming that the paint peeling condition is covered by this program,
the authorized Toyota dealership may choose to coordinate to have the repainting repair performed
by a non-Toyota repair facility (e.g. third-party collision repair facility, body shop, etc).
Q6:
What if my vehicle’s paint is peeling from this condition, but my vehicle has damage that requires repair
prior to repairing the peeling condition.
A6:
This Customer Support Program only provides the coverage described above. This program does not
cover the repair of damage (e.g. collision damage, dents, etc..) which may be required to complete
the Customer Support Program repair. Some dealers may be willing to repair damage needed to
complete this Customer Support Program. If your dealer is willing to do so, you will be responsible for
any costs associated with the damage repair. If you elect not to repair the damage, the dealer may
indicate that they are not able to complete the Customer Support Program repair.
FAQ Page 3 of 5
© 2019 Toyota Motor Sales, USA
Q7:
What should I do if the factory-applied Blizzard Pearl or Super White paint is currently peeling from
this condition?
A7:
If an owner thinks that he/she has experienced the condition described in this Customer Support
Program, 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 the program, the repair will be performed
FREE OF CHARGE to the owner. Note that after confirming that the paint peeling condition is covered
by this program, the authorized Toyota dealership may choose to coordinate to have the repainting
repair performed by a non-Toyota repair facility (e.g. third-party collision repair facility, body shop,
etc).
Q7a:
What if the diagnosis is performed and my vehicle is not covered by the Customer Support
Program?
A7a:
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.
Q8:
A8:
Q9:
A9:
Q10:
A10:
What if an owner HAS NOT experienced this condition but would like to have the repair completed?
This Customer Support Program only applies to vehicles that have exhibited the condition described
above. If an owner has not experienced the condition, he/she is asked to tear off the sheet included in
the owner letter and insert it into the Owner’s Warranty Information Booklet for future reference.
Do I need to wait until I receive an owner notification letter before visiting a dealer to receive a repair?
No. you may visit any authorized Toyota dealer for diagnosis if your vehicle is exhibiting the condition
and, if applicable, repair.
What is involved in the repair:
If the condition is verified as being in accordance with the terms of the program, the specific metal
panel affected will be repainted. Your vehicle will not be completely repainted under this program.
Q10a:
May the affected panel be repainted with a new color different from the factory-applied color?
A10a:
No. The affected panel will be repainted to match the current color of the vehicle’s factoryapplied Blizzard Pearl or Super White paint.
For example, if your vehicle was factory painted with Super White paint, the affected panel
will be painted to match the current color of the vehicle’s factory-applied Super White paint.
The panel may not be repainted with any other color such as Blizzard Pearl, orange, blue,
grey, etc.
FAQ Page 4 of 5
© 2019 Toyota Motor Sales, USA
Q11:
Can I be reimbursed if I previously paid for repairs related to factory-applied paint peeling from my
vehicle due to this condition?
A11:
Customers who have already paid for repairs related to this condition may qualify for reimbursement
of some, or all, of their out of pocket costs. The expense must have been incurred prior to September
26, 2019, and sufficient documentation submitted, to qualify for reimbursement. Toyota will not
reimburse for out of pocket costs incurred after September 26, 2019. Customer reimbursement
instructions will be included in the owner letter.
Q12:
A12:
Q13:
A13:
Q14:
A14:
Q15:
A15:
Q16:
A16:
Which factory-applied paints are covered by this Customer Support Program?
The factory-applied Blizzard Pearl (Toyota paint code 070) and Super White (Toyota paint code 040)
paint on the vehicle’s exterior metal body panels are covered by this program.
Is the paint on plastic body panels covered by this Customer Support Program?
Factory-applied paint on plastic body panels (for example: a plastic bumper cover) is not covered.
Only factory-applied Blizzard Pearl (Toyota paint code 070) and Super White (Toyota paint code 040)
paint on the vehicle’s exterior metal body panels are covered by this program. Plastic body panels are
not covered by this program because plastic body panels do not have a base metal electrodeposition
layer and are; therefore, not affected.
How long will the repair take?
Depending upon the location and extent of the peeling condition on your vehicle, the repair time for
your vehicle can vary (for example: between approximately 1 day and 2 weeks). Once the peeling
condition covered by this program has been verified on your vehicle, your authorized Toyota dealer
will advise you about the necessary repair time. If the repair is estimated to exceed 4 hours, a loaner
vehicle may be provided for the period that your vehicle is undergoing repair
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 5 of 5
© 2019 Toyota Motor Sales, USA
TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
E
CUSTOMER SUPPORT PROGRAM NOTIFICATION
Paint Peeling (Vehicles Painted with Factory-Applied Blizzard Pearl or Super White Paint)
[VIN]
Dear Toyota Owner:
PL
At Toyota, we provide vehicles of outstanding quality and value. You previously received a notice from Toyota
informing you that your vehicle is included in this Customer Support Program and that the repair for your
vehicle is forthcoming. This notice is to inform you that the repair is now available for your vehicle.
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 any exterior metal body panels.
SA
M
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 specific panel affected will be
repainted.
Note:
Damage to the vehicle exterior (such as collision damage, deep scratches, dents, etc..) may prevent a repair
facility from performing the paint repair covered by this Customer Support Program.
This Customer Support Program does not cover repair of such damage.
If any damage must be repaired prior to performing the paint repair covered by this Customer Support
Program, the dealer may offer to repair the damage at the customer’s expense.
Collision damage.
•
Dents.
•
Deep scratches.
•
Deep rock chips.
PL
•
E
Examples of damage that might prevent paint repair are:
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.
SA
M
*Only authorized Toyota dealerships are authorized to confirm if the paint peeling condition is covered by this
program. However, after confirming that the paint peeling condition is covered by this program, the authorized
Toyota dealership may choose to coordinate to have the repainting repair performed by a non-Toyota repair
facility (e.g. third-party collision repair facility, body shop, etc.).
Primary Coverage
Applicable until December 11, 2022
Secondary Coverage
(After Primary Coverage ends)
Applicable for 10 years from the vehicle’s date of
first use regardless of mileage.
What should you do?
E
Please tear off and insert the sheet at the bottom of the page into the back of your Owner’s Manual for future
reference. If you have not experienced the condition described in the Customer Support Program Details
below, there is no action necessary at this time.
If you have experienced this condition, please contact any authorized Toyota dealer and make arrangements
for diagnosis and, if applicable, repair.
•
•
•
PL
What if you have other questions?
Refer to the Frequently Asked Questions sheet included with this letter.
Your local Toyota dealer will also be more than happy to answer any of your questions.
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.
M
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.
What if you have previously paid for repairs to your vehicle for this specific condition?
Please note, an authorized Toyota dealer inspection is required under this Customer Support Program. The
authorized Toyota dealer will confirm the condition and affected areas for coverage under the program.
SA
In the interest of customer satisfaction, if you have previously paid for repairs related to this condition prior to
September 26, 2019, please mail a copy of your repair details (for example: a repair order), proof-of-payment,
and ownership information to the following address for reimbursement consideration:
Note that the expense must have been incurred prior to September 26, 2019. Toyota does not reimburse for
expenses incurred after September 26, 2019.
Toyota Customer Experience Center - TSR
Toyota Motor Sales, USA, Inc.
c/o Toyota Motor North America, Inc.
P O Box 259001 – SSC/CSP Reimbursements
Plano, Texas 75025-9001
Please refer to the attached Reimbursement Checklist for required documentation details.
We have sent this notice in the interest of your continued satisfaction with our products. We sincerely regret
any inconvenience this condition may have caused you.
Thank you for driving a Toyota.
Sincerely,
SA
M
PL
E
TOYOTA MOTOR SALES, U.S.A., INC.
▼ Remove at perforation and place in the back of your owner’s manual ▼
Customer Support Program Details
PL
Note:
Damage to the vehicle exterior (such as collision damage, deep
scratches, dents, etc..) may prevent a repair facility from performing the
paint repair covered by this Customer Support Program.
This Customer Support Program does not cover repair of such damage.
If any damage must be repaired prior to performing the paint repair
covered by this Customer Support Program, the dealer may offer to
repair the damage at the customer’s expense.
•
The Primary Coverage will be offered until December 11, 2022,
regardless of mileage.
After the Primary Coverage, the Secondary Coverage is applicable
for 10 years from the date of first use, regardless of mileage.
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•
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Examples of damage that might prevent paint repair are:
• Collision damage.
• Dents.
• Deep scratches.
• Deep rock chips.
Please note that this coverage is for work performed at an authorized
Toyota dealer only.
*Please see your Toyota dealer for additional details
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.
**Only authorized Toyota dealerships are authorized to confirm if the paint peeling condition
is covered by this program. However, after confirming that the paint peeling condition is
covered by this program, the authorized Toyota dealership may choose to coordinate to have
the repainting repair performed by a non-Toyota repair facility (e.g. third-party collision repair
facility, body shop, etc.).
VIN#
Date of First Use
A voluntary Customer Support Program has been initiated for your vehicle
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This Customer Support Program provides coverage for affected 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 specific panel affected will be
repainted*.
TOYOTA
CUSTOMER SUPPORT PROGRAM
FREQUENTLY ASKED QUESTIONS
Q2:
A2:
Is this a recall?
No. This is not a recall. At Toyota, we are dedicated to providing vehicles of outstanding quality and
value. As part of our continual efforts to help ensure customer satisfaction, Toyota is advising you of
this Customer Support Program.
What if an owner HAS NOT experienced this condition but would like to have the repair completed?
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Q1:
A1:
This Customer Support Program only applies to vehicles that have exhibited the condition described
above. If you have not experienced the condition, please tear off the sheet included in the owner letter
and insert it into your Owner’s Warranty Information Booklet for future reference.
What should I do if the factory-applied Blizzard Pearl or Super White paint is currently peeling from
this condition?
A3:
If you believe that you have experienced the condition described in this Customer Support Program,
contact your local Toyota dealer for appropriate diagnosis and repair. If the condition is verified as
being in accordance with the terms of the program, the repair will be performed FREE OF CHARGE.
Note that after confirming that the paint peeling condition is covered by this program, the authorized
Toyota dealership may choose to coordinate to have the repainting repair performed by a non-Toyota
repair facility (e.g. third-party collision repair facility, body shop, etc).
A3a:
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.
What is involved in the repair:
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Q4:
A4:
What if the diagnosis is performed and my vehicle is not covered by the Customer Support
Program?
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Q3a:
PL
Q3:
If the condition is verified as being in accordance with the terms of the program, the specific panel
affected will be repainted. Your vehicle will not be completely repainted under this program.
Q4a:
May the affected panel be repainted with a new color different from the factory-applied color?
A4a:
No. The affected panel will be repainted to match the current color of the vehicle’s factoryapplied Blizzard Pearl or Super White paint.
For example, if your vehicle was factory painted with Super White paint, the affected panel will
be painted to match the current color of the vehicle’s factory-applied Super White paint. The
panel may not be repainted with any other color such as Blizzard Pearl, orange, blue, grey,
etc.
Q7:
A7:
Depending upon the location and extent of the peeling condition on your vehicle, the repair time for
your vehicle can vary (for example: between approximately 1 day and 2 weeks). Once the peeling
condition covered by this program has been verified on your vehicle, your authorized Toyota dealer
will advise you about the necessary repair time. If the repair is estimated to exceed 4 hours, a loaner
vehicle may be provided for the period that your vehicle is undergoing repair.
Which factory-applied paints are covered by this Customer Support Program?
The factory-applied Blizzard Pearl (Toyota paint code 070) and Super White (Toyota paint code 040)
paint on the vehicle’s exterior metal body panels are covered by this program.
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Q6:
A6:
How long will the repair take?
Is the paint on plastic body panels covered by this Customer Support Program?
No. Factory-applied paint on plastic body panels (for example: a plastic bumper cover) is not covered.
Only factory-applied Blizzard Pearl (Toyota paint code 070) and Super White (Toyota paint code 040)
paint on the vehicle’s exterior metal body panels are covered by this program. Plastic body panels are
not covered by this program because plastic body panels do not have a base metal electrodeposition
layer and are; therefore, not affected.
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Q5:
A5:
Can I be reimbursed if I previously paid for repairs related to factory-applied paint peeling from my
vehicle due to this condition?
A8:
Customers who have already paid for repairs related to this condition may qualify for reimbursement
of some, or all, of their out of pocket costs. The expense must have been incurred prior to September
26, 2019, and sufficient documentation submitted, to qualify for reimbursement. Toyota will not
reimburse for out of pocket costs incurred after September 26, 2019. Customer reimbursement
instructions will be included in the owner letter.
Q9:
What if my vehicle’s paint is peeling from this condition, but my vehicle has damage that requires repair
prior to repairing the peeling condition.
A9:
This Customer Support Program only provides the coverage described above. This program does not
cover the repair of damage (e.g. collision damage, dents, etc..) which may be required to complete
the Customer Support Program repair. Some dealers may be willing to repair damage needed to
complete this Customer Support Program. If your dealer is willing to do so, you will be responsible for
any costs associated with the damage repair. If you elect not to repair the damage, the dealer may
indicate that they are not able to complete the Customer Support Program repair.
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Q8: