19TC04 - Dealer

Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: January 30, 2020
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
SPECIAL SERVICE CAMPAIGN 19TC04 (Remedy)
Certain 2017 – 2019 Model Year Highlander HV
Oil Cooler Pipe
Model / Years
Highlander HV / 2017 - 2019
Production Period
Late October 2016 – Late January 2019
Approximate Total Vehicles
30,000
Condition
The involved vehicles are equipped with an engine oil cooling system. The oil cooling system could experience
a small leak due to a manufacturing issue. If a vehicle is continuously operated with this condition, it may
result in abnormal engine noise, illumination of the Malfunction Indicator Light (MIL), and an engine oil level
low message. Over time, an oil pressure warning message may be displayed on the multi-information display
and/or a buzzer may sound.
Remedy
Any authorized Toyota dealer will replace the engine oil cooler pipe with a new one not affected by this
condition FREE OF CHARGE.
Covered Vehicles
There are approximately 30,000 vehicles covered by this Special Service Campaign. Approximately 20 vehicles
involved in this Special Service Campaign were distributed to Puerto Rico.
Owner Letter Mailing Date
Toyota will begin to notify owners in mid-February 2020. 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 Special 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.
© 2019 Toyota Motor Sales, USA
Special Service Campaign 19TC04 - D - Page |2
Dealer Inventory Procedures
New and Used Vehicles in Dealership Inventory (In-Stock Vehicles)
To ensure customer satisfaction, Toyota requests that dealers complete this Special Service Campaign on any
new or used vehicles currently in dealer inventory that are covered by this Special 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 Special 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 19TC04” 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 (Non SET and GST dealers: 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.
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 Special 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.
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
Special Service Campaign 19TC04 - D - Page |3
Parts Ordering Process - Non SET and GST Parts Ordering Process
It is possible that parts for 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.
All Safety Recall, Service Campaign (SSC/LSC) parts are eligible for the Monthly Parts Return Program. Please
refer to PANT Bulletin 2011-087 for campaign parts that are currently returnable under the Monthly Parts
Return Program and for additional details.
Part Number
04009-40131
Description
PIPE KIT, OIL COOLER
Quantity
1
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 (any specialty)
• Master
• 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.
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.
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.
© 2019 Toyota Motor Sales, USA
Special Service Campaign 19TC04 - D - Page |4
Parts Recovery Procedures
All parts replaced as part of this Special Service Campaign 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.
Vehicles Emission Recall Proof of Correction Form (California only)
As this Special Service Campaign includes emission related parts, California dealers are requested to fill out
the Vehicle Emissions Recall – Proof of Correction form after repairs have been completed. The vehicle owner
may require this form for vehicle registration renewal. It is important to note that the forms are an official state
document and blank forms must be secured to prevent misuse.
Booklets can be ordered from the MDC (material number 0041092007).
Please complete the form and provide it to the owner. The first
non-completed VINs will be submitted to the California state
DMV by September 1, 2020. If the vehicle owner’s warranty claim
will not be processed and paid prior to this date, please be sure to complete a form and provide it to a
California owner.
© 2019 Toyota Motor Sales, USA
Special Service Campaign 19TC04 - D - Page |5
Warranty Reimbursement Procedures
Warranty Reimbursement Procedure
Verify Vehicle Eligibility
1. Confirm vehicle VIN matches
the RO.
2. Check Vehicle Inquiry System for
Campaign eligibility.
Not Covered
No further action required.
Covered
Replace Oil Cooler Pipe assembly
Campaign complete.
Return the vehicle to the customer.
Op Code
C04001
•
•
Description
Replace the oil cooler pipe
Flat Rate Hours
1.3
The flat rate times include 0.1 hours for administrative cost per unit for the dealership.
Dealers may claim the cost for engine oil up to half a quart under Op Code C04001 at a maximum rate of
$3.67 per vehicle as sublet type “OF.”
Claim Filing Accuracy and Correction Requests
It is the dealer’s responsibility to file claims correctly for this Special 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.
Customer Reimbursement
Reimbursement consideration instructions will be included in the owner letter.
© 2019 Toyota Motor Sales, USA
Special Service Campaign 19TC04 - D - Page |6
Campaign Designation / Phase Decoder
19TA01
19
T
A
01
Year Campaign
is Launched
Vehicle Make
Field Action Category and Phase
Field Action Sequence
A = Safety Recall Remedy
B = Safety Recall Interim
C = Special Service Campaign
D = Limited Service Campaign
E = Customer Support Program
F = Emissions Recall
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...
T = Toyota
L = Lexus
(May use other characters in unique
cases)
(The sequence is unique for each
Field Action category)
(May use other characters in
unique cases)
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 Special Service Campaign.
Thank you for your cooperation.
© 2019 Toyota Motor Sales, USA
SPECIAL SERVICE CAMPAIGN 19TC04 (Remedy Notice)
Certain 2017 – 2019 Model Year Highlander HV
Oil Cooler Pipe
Frequently Asked Questions
Original Publication Date: January 30, 2020
Q1:
A1:
What is the condition?
The involved vehicles are equipped with an engine oil cooling system. The oil cooling system could
experience a small leak due to a manufacturing issue. If a vehicle is continuously operated with this
condition, it may result in abnormal engine noise, illumination of the Malfunction Indicator Light (MIL),
and an engine oil level low message. Over time, an oil pressure warning message may be displayed
on the multi-information display and/or a buzzer may sound.
Q1a:
A1a:
Are there any warnings prior to the occurrence of this condition?
No. However, if a vehicle is continuously operated with this condition, it may result in abnormal
engine noise, illumination of the Malfunction Indicator Light (MIL), an engine oil level low
message. Over time, an oil pressure warning message may be displayed on the multiinformation display and/or a buzzer may sound.
Malfunction Indicator Light
(MIL)
Q2:
A2:
Engine Oil Level Low
Warning Message
Oil Pressure Warning
Message
What is Toyota going to do?
Toyota will send an owner notification by first class mail starting in mid-February 2020, advising owners
to make an appointment with their authorized Toyota dealer to have the engine oil cooler pipe
replaced with a new one not affected by this condition FREE OF CHARGE.
FAQ Page 1 of 2
© 2019 Toyota Motor Sales, USA
NOTE (Customers who live in the state of California)
The state of California requires the completion of Safety Recalls / Service Campaigns on emission
related parts prior to vehicle registration renewal. In addition, the State requires that every vehicle
must pass an emission test (SMOG Check) every two years and before it is sold. Without the completion
of this FREE Special Service Campaign, the California Air Resources Board (CARB) will not allow your
vehicle to be registered. State of California Regulations require Toyota to provide the Department of
Motor Vehicles with a record of all vehicles that have not had the Special Service Campaign completed.
Your Toyota dealer will provide you with a Vehicle Emissions Recall Proof of Correction Form after the
campaign has been completed. Please ensure you retain this form, because the DMV may require that
you supply proof that the campaign has been completed during your vehicle registration renewal
process.
Q3:
A3:
Which and how many vehicles are covered by this Special Service Campaign?
There are approximately 30,000 vehicles covered by this Special Service Campaign.
Model Name
Model Year
Production Period
Highlander HV
2017 - 2019
Late October 2016 – Late January 2019
Q3a:
A3a:
Are there any other Lexus/Toyota/Scion vehicles covered by this Special Service Campaign in
the U.S.?
Yes, there are certain Lexus RX450h vehicles covered by this Special Service Campaign.
Q4:
A4:
How long will the repair take?
The repair takes approximately one and a half hours. However, depending upon the dealer’s work
schedule, it may be necessary to make the vehicle available for a longer period of time.
Q5:
A5:
What if I previously paid for repairs related to this Special Service Campaign?
Reimbursement consideration instructions will be provided in the owner letter.
Q6:
A6:
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.
Q7:
A7:
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 2 of 2
© 2019 Toyota Motor Sales, USA
TOYOTA
Certain 2017 – 2019 Model Year Highlander HV
Oil Cooler Pipe
Special 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 Special 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 involved vehicles are equipped with an engine oil cooling system. The oil cooling system could
experience a small leak due to a manufacturing issue. If a vehicle is continuously operated with this
condition, it may result in abnormal engine noise, illumination of the Malfunction Indicator Light (MIL), and
an engine oil level low message. Over time, an oil pressure warning message may be displayed on the
multi-information display and/or a buzzer may sound.
SA
M
What will Toyota do?
Any authorized Toyota dealer will replace the engine oil cooler pipe with a new one not affected by this
condition FREE OF CHARGE.
What should you do?
Before you are inconvenienced by this condition, any authorized Toyota dealer will replace the engine
oil cooler pipe with a new one not affected by this condition FREE OF CHARGE to you.
Please contact your authorized Toyota dealer to make an appointment to have the engine oil cooler
pipe replaced. The remedy will take approximately one and a half hours. However, depending on the
dealer’s work schedule, it may be necessary to make your vehicle available for a longer period of time.
Engine Oil Level Low Warning
Message
Oil Pressure Warning Message
PL
Malfunction Indicator Light
(MIL)
E
If you see any of the warning messages shown below or are experiencing abnormal engine noise you
may be experiencing the condition. Please contact your local authorized Toyota dealer for diagnosis
and appropriate repair.
SA
M
What if you live in California and don’t have this Special Service Campaign performed?
The state of California requires the completion of Safety Recalls / Service Campaigns on emission related parts
prior to vehicle registration renewal. In addition, the State requires that every vehicle must pass an emission
test (SMOG Check) every two years and before it is sold. Without the completion of this NO CHARGE Special
Service Campaign the California Air Resources Board (CARB) will not allow your vehicle to be registered. State
of California Regulations require Toyota to provide the Department of Motor Vehicles with a record of all
vehicles that have not had the Special Service Campaign completed.
Your Toyota dealer will provide you with a Vehicle Emissions Recall Proof of Correction Form after the
campaign has been completed. Please ensure you retain this form, because the DMV may require that you
supply proof that the campaign has been completed during your vehicle registration renewal process.
What if you have previously paid for repairs to your vehicle for this specific condition?
If you have previously paid for repair(s) to your vehicle for this specific condition prior to receiving this letter,
you may be eligible for reimbursement. For reimbursement consideration, please submit a copy of your repair
details (for example: a repair order), proof-of-payment, and ownership information to Toyota’s online, selfservice portal. Log-in to your Toyota Owners account at https:/www.toyota.com/owners/, click on the
“Resources” tab, select “Safety Recalls and Service Campaigns”, and click on “Submit Reimbursement
Request”.
FAX: 310-381-7756
PL
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
E
Alternatively, if you prefer to mail or fax this information for reimbursement consideration, please use the
address or fax number shown below:
Please refer to the attached Reimbursement Checklist for required documentation details.
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.
M
•
•
•
SA
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.
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,
TOYOTA MOTOR SALES, U.S.A., INC.
TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
CUSTOMER CONTACT & VEHICLE DISCLOSURE FORM
This form is not applicable for TCUV units.
This vehicle is involved in a Special Service Campaign. At this time, remedy parts are not available and the
remedy has NOT been performed. I understand that the vehicle will need to be returned to an authorized
Toyota dealer to have the remedy performed at NO CHARGE when the remedy is available.
Customer Signature
Toyota recommends that you register with the Toyota Owners Community at http://www.toyota.com/owners/
and regularly check recall applicability using www.toyota.com/recall or www.safercar.gov. You will need to
input your 17-digit Vehicle Identification Number (VIN).
VIN
Campaign Code
Model
Model Year
Customer Information
Customer Name
Customer Email
Customer Address
Home Phone #
Mobile Phone #
Date
Please provide this information so that Toyota or your dealer can notify you when the remedy becomes
available. This information will only be used for campaign communications. If you’d like to update your
preferred contact information in the future, visit www.toyota.com/ownersupdate or contact us at 1-888270-9371.
Dealer Information
Dealer Name/Address
Dealer Code
Dealer Phone Number
Dealer Staff Name
Dealer Staff Signature
© 2019 Toyota Motor Sales, USA – Version 3b