ZKG_Technical In

◄ IMPORTANT UPDATE ►
The attached Technical Instructions have 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 Technical Instructions 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
Customer Support Program ZKG – Technical Instructions
OPERATION FLOW CHART
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
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.
Obtain new estimate
Not approved
(rejected)
I.
IDENTIFICATION OF AFFECTED VEHICLES
Check the TIS Vehicle Inquiry System to confirm the VIN is involved in Customer Support Program ZKG.
II.
CONFIRM THAT THE PAINT CONDITION IS COVERED BY THIS CUSTOMER SUPPORT PROGRAM
You must confirm if the paint peeling condition is covered by this Customer Support Program (ZKG).
1. Use the “Vehicle Inspection” procedure in T-SB-0162-19 (Toyota) or S-SB-0004-19 (Scion) to confirm
that the paint peeling condition is covered by this Customer Support Program.
III. CONFIRM ANY VEHICLE DAMAGE THAT MAY PREVENT PAINT REPAIRS
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.
1. Confirm if there is any damage. Examples of damage that might prevent paint repair are:
• Collision damage.
• Dents.
• Deep scratches.
• Deep rock chips.
2. If you believe the vehicle has damage that could prevent paint repair, inform the customer about
this possibility prior to sending the vehicle to the body shop.
3. If the customer agrees to pay for such repair, the body shop must estimate this cost in a separate
preliminary estimate. If the repair is included in the preliminary estimate for the Customer Support
Program paint repair, the website will likely reject the estimate.
IV. UPLOAD PHOTOS OF PEELING PANEL(S) TO WEBSITE
You must upload photos of each metal panel that was confirmed
to have paint peeling covered by this Customer Support Program
(ZKG).
1. Log in to the Website: URL:
https://zkg-zll-inspection.imagespm.info/toyota
If accessing for the first time, use the default credentials
below:
User ID: Your dealer code
Password: XXXXX
2. Enter the VIN.
3. Each peeling panel requires photo upload. Peeling
covered by this program is identified using inspection
procedure in T-SB-0162-19 (Toyota) or S-SB-0004-19
(Scion).
Click on each peeling panel and follow the instructions
and examples in the website for taking photographs.
List of panels.
4. After you’re finished uploading photos, continue to the
“Preliminary Estimate” screen. Be sure to mark all nonpeeling panels as “Not Peeling”.
Preliminary Estimate screen button
V.
OBTAIN PRELIMINARY ESTIMATE FROM BODY SHOP
You must obtain a preliminary estimate from a body shop for repairing the peeling. The labor hours and
total cost from the preliminary estimate will be inputted into the website in later steps. The website will
automatically approve (or deny) the count of hours and total cost based on the panels that were marked as
peeling in the earlier steps.
1.
Share Customer Support Program ZKG Paint Repair Process to Body Shop: It is critical to provide
the Customer Support Program ZKG Paint Repair Process document to the body shop so that
the body shop can write an accurate preliminary estimate and help ensure the vehicle is repaired
correctly for this program.
2.
Generate a Vehicle Inspection Report PDF from the Website. Use the website to generate a
vehicle inspection report and provide it to the body shop for the purpose of writing a preliminary
estimate. Only panels indicated as peeling in this report are authorized for repair by the body
shop. The body shop requires this document to understand which panel are authorized for repair
and which panels are not authorized for repair.
3.
Obtain a preliminary estimate from the body shop. 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 (body shop, collision repair
facility, etc.). A Toyota certified collision center is not required to perform the repainting repair.
VI.
INPUT ESTIMATE DETAILS INTO WEBSITE
The labor hours and total cost from the preliminary estimate must be inputted into the website. The website
will automatically approve, or deny, the count of hours and total cost based on the panels that were marked
as peeling in the earlier steps. This step is necessary to ensure the estimate is not written with excessive
count of hours.
1. Find the “Estimate Totals” section near the bottom of the Preliminary Estimate.
Preliminary Estimate - Example
Estimate Totals Section
A
B
C
D
A: Body labor hours.
B: Paint labor hours.
C: Mechanical labor hours.
D: Total cost (dollar amount).
2. Input the follwing information from the preliminary estimate into the website:
a) Total body labor hours.
b) Total paint labor hours.
c) Total mechanical labor hours*.
d) Total cost (dollar amount).
D
*Note: mechanical labor hours are uncommon and may
not necessarily exist on every preliminary estiamte. In A
these cases, enter 0 hours or leave this section blank.
B
3. Click submit.
The website will either approve or reject the inputs based upon the
panels that were marked as peeling. Approval is required before
authorizing the repair.
C
Website approval
If the website rejects your inputs, ensure your inputs were correctly entered. If the website still rejects
your inputs, review the estimate with the body shop to confirm they are following the Customer Support
Program ZKG Paint Repair Process and using industry standard estimating software. If you are still
unable to receive website approval, it may be necessary to try a different body shop. If a different body
shop is unable to write an approved estimate, contact [email protected] and ensure you
have each of the rejected preliminary estimates on-hand for review.
INPUT ESTIMATE DETAILS INTO WEBSITE (Continued…)
4. Upload a PDF copy of the preliminary estimate.
After you click “submit”, the website will prompt you to confirm if you are ready to “lock” the photo
upload results for the VIN. Make sure you don’t need to make any changes (e.g. changes
photographs, upload different preliminary estimate file, adjust labor hour inputs, etc..) because the
website will lock your results.
Clicking submit will
lock inspection
5. After clicking submit, the website will issue a warranty authorization code. At this point, the vehicle
is authorized by TMNA to receive a repair under Customer Support Program ZKG and the photo
upload results are “locked”.
Warranty authorization code is
required before authorizing repair.
VII.
ENSURE CUSTOMER SUPPORT PROGRAM ZKG PAINT REPAIR PROCESS HAS BEEN SHARED TO THE
BODY SHOP
Before repair begins on the vehicle, it is critical to ensure the Customer Support Program ZKG Paint Repair
Process has been shared to the body shop to ensure the proper repair process is used. This document
should have already been shared in step V.
VIII. REPAIR VEHICLE
Send the vehicle to the body shop for repair once you have obtained a warranty authorization code from
the website. A warranty authorization code is required before starting any repairs under this program.
Additional peeling during repair: In the RARE instance that additional panels are found to be peeling while
the vehicle is undergoing repair, you must restart this process beginning with step #1 to ensure that the
peeling is covered by this program and that pictures of the newly peeled panels get uploaded to the
website. Follow any special prompts issued by the website.
IX.POST REPAIR PROCEDURES
Administrative Procedures: For instructions related to warranty claim filing, parts ordering, maximum
claimable rental vehicle cost, etc.. refer to the Dealer Letter on TIS.
Comebacks on repaired panels: If a vehicle is exhibiting a paint quality issue (poor adhesion, flaking, clear
coat peeling, etc..) on a panel that was repaired under this program, you should coordinate with the body
shop who performed the repair to understand why the panel is peeling.
Previously non-affected panel now appears to be affected (peeling) after first repair on the other affected
panels: If a previously non-affected (non-peeling) panel is now exhibiting the condition (peeling) and the
vehicle has returned to the dealership for repair, this process should be completely restarted. If the peeling
is confirmed to be covered by this program and if the vehicle has not yet expired from the program, the
vehicle is eligible to have the panel repaired. Follow any special prompts the website issues you during the
photo upload process.