20TE02_Dealer_Le

Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: February 27, 2020
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
CUSTOMER SUPPORT PROGRAM 20TE02
Certain 2017 Model Year Tacoma Vehicles Painted with Blazing Blue (8T0) Paint Color
Coverage for Flaking or Peeling of Factory-Applied Paint Clear Coat Layer
Model / Years
2017 Tacoma
Production Period
Late January 2017 – Early March
2017
Approximate Total Vehicles
1,100
In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer Support
Program to provide coverage for Flaking or Peeling of the factory-applied clear coat layer on certain 2017
Tacoma vehicles painted with Blazing Blue (8T0) paint color.
Background
Toyota has received reports of the factory-applied paint’s clear coat layer flaking or peeling on exterior metal
body panels of certain 2017 model year Tacoma vehicles with the original factory-applied Blazing Blue paint
color.
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.
© 2020 Toyota Motor Sales, USA
Customer Support Program 20TE02 - D - Page |2
Customer Support Program Details
This Customer Support Program provides coverage for involved vehicles with the original factory Blazing
Blue paint. The covered condition may occur when the clear coat layer of the factory applied paint begins
to flake or peel from any exterior metal body panel.
•
•
•
If the clear coat flaking or peeling condition is verified on any metal body panel area on the vehicle’s
cab, the entire cab will be repainted.
If the clear coat flaking or peeling condition is verified on any metal body panel area on the vehicle’s
truck bed, the entire truck bed will be repainted.
If the clear coat flaking or peeling condition is verified on any metal body panel area on the vehicle’s
cab and truck bed, the entire vehicle will be repainted.
This coverage will be offered for 10 years from the vehicle’s 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 a 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 clear coat flaking or peeling condition is covered by this
program. However, after confirming that the clear coat flaking or 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).
Covered Vehicles
There are approximately 1,100 vehicles covered by this Customer Support Program. Note than none of these
vehicles were distributed to Puerto Rico.
Owner Letter Mailing Date
Toyota will notify owners in March 2020. A sample of the owner notification letter has been included for
your reference.
© 2020 Toyota Motor Sales, USA
Customer Support Program 20TE02 - D - Page |3
Customer Handling, Parts Ordering, and Remedy Procedures
Customer Contacts
Customers who receive the owner letter may contact your dealership with questions regarding the letter
and/or the 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. If use of these products is required, include them in the sublet type “PT” on the
warranty claim. Read below for warranty claim filing instructions.
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.
© 2020 Toyota Motor Sales, USA
Customer Support Program 20TE02 - D - Page |4
Technician Training Requirements
These technician training requirements only apply to the Toyota dealership technician performing the
inspection procedure in the T-SB-0004-20 (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 T-SB-0004-20 are required to successfully complete the most current version
of the E-Learning course “Safety Recall and Service Campaign Essentials”. To ensure that the T-SB-0004-20 is
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 inspection procedure in T-SB-0004-20 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 T-SB-0004-20. 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.
NOTE: Claims for repairs that were performed by non-qualified technicians are subject to debit.
© 2020 Toyota Motor Sales, USA
Customer Support Program 20TE02 - D - Page |5
Remedy Procedures
Technical instructions for this Customer Support Program can be found in T-SB-0004-20.
Follow the chart below to determine which portion of the vehicle should be painted based on the location of
the peeling. Note that the “cab” includes the cab, hood, roof, and doors.
Is the clear coat flaking or peeling
condition present on the vehicle?
Yes
Is the condition present ONLY on
cab?
Yes
Repaint Re
cab ONLY
Yes
Re
Repaint bed
ONLY
Yes
Re
Repaint entire
vehicle
No
Is the condition present ONLY on
bed?
No
Is condition present on cab and
bed?
Note that plastic panels are not affected by the condition covered by this program. However, the vehicle’s
exterior plastic panels may be repainted to match the rest of the vehicle if necessary.
Non-Toyota Certified Repair Facility
After your dealership has confirmed that the condition is covered by this program, your dealership may sublet
the repainting repair to a non-Toyota certified repair facility (third-party collision repair facility, body shop,
etc.) if necessary. 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.
© 2020 Toyota Motor Sales, USA
Customer Support Program 20TE02 - D - Page |6
Warranty Reimbursement Procedures
Reimbursement Procedure
NOTE: If the vehicle is still under the New Vehicle Limited Warranty, submit the repair as a Regular warranty
claim.
Op Code
BLP001
•
•
•
•
Description
Repaint the cab, the bed, or the
entire vehicle
Flat Rate Hours
0.1
File a single claim for 20TE02 only, and only file the claim after the vehicle has been repaired. Do not file a
claim prior to the vehicle completing repair. You should not file more than one claim per vehicle for
20TE02.
Sublet the cost of the repainting repair as sublet type “PT”. A copy of the final invoice is required to be
attached to the claim. Note that refinishing products and surface preparation products such as paints,
primers, sand paper, metal conditioner, etc. may also be included in this sublet.
The flat rate time includes 0.1 hours of administrative cost per unit for the dealer.
A loaner vehicle or alternative transportation through the Toyota Rent-A-Car (TRAC) can be claimed up to
a maximum of 17 days at a maximum rate of $60.00 per day as a sublet type “RT” under Op Code BLP001.
o 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.
o Rental invoice MUST be attached to all rental claims. These claims may be subject to debit if rental
invoice is not attached.
© 2020 Toyota Motor Sales, USA
Customer Support Program 20TE02 - D - Page |7
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 Reimbursement
Reimbursement consideration instructions will be included in the owner letter.
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 Customer Support Program.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
© 2020 Toyota Motor Sales, USA
CUSTOMER SUPPORT PROGRAM 20TE02
Certain 2017 Model Year Tacoma Vehicles Painted with Blazing Blue (8T0) Paint Color
Coverage for Flaking or Peeling of Factory-Applied Paint Clear Coat Layer
Frequently Asked Questions
Original Publication Date: January 27, 2020.
Q1:
A1:
Q2:
A2:
Q3:
A3:
What is the condition?
Toyota has received reports of the factory-applied paint’s clear coat layer flaking or peeling on exterior
metal body panels of certain 2017 model year Tacoma vehicles with the original factory-applied
Blazing Blue paint color.
Q1a:
What specific paint colors are affected by this condition?
A1a:
The vehicles involved in this program were factory-painted with Blazing Blue (Toyota paint
code 8T0) paint color
What is Toyota going to do?
In March 2020, Toyota will send an owner notification letter by first class mail advising owners of this
Customer Support Program.
Which and how many vehicles are covered by this Customer Support Program?
There are approximately 1,100 vehicles covered by this Customer Support Program.
Model Name
Model Year
Production Period
Tacoma
2017
Late January 2017 – Early March 2017
Q3a:
Are there any other Lexus/Toyota/Scion vehicles covered by this Customer Support Program in
the U.S.?
A3a:
No, there are no other Lexus/Toyota/Scion vehicles covered by this Customer Support
Program.
FAQ Page 1 of 4
© 2020 Toyota Motor Sales, USA
Q4:
A4:
What are the coverage details of this program?
This Customer Support Program provides coverage for involved vehicles with the original factory
Blazing Blue paint. The covered condition may occur when the clear coat layer of the factory applied
paint begins to flake or peel from any exterior metal body panel.
•
•
•
If the clear coat flaking or peeling condition is verified on any metal body panel area on the vehicle’s
cab, the entire cab will be repainted.
If the clear coat flaking or peeing condition is verified on any metal body panel area on the vehicle’s
truck bed, the entire truck bed will be repainted.
If the clear coat flaking or peeling condition is verified on any metal body panel area on the vehicle’s
cab and truck bed, the entire vehicle will be repainted.
This coverage will be offered for 10 years from the vehicles 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 clear coat flaking or peeing
condition is covered by this program. However, after confirming that the clear coat flaking or 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.).
FAQ Page 2 of 4
© 2020 Toyota Motor Sales, USA
Q5:
What if my vehicle’s paint clear coat layer is flaking or peeling from this condition, but my vehicle has
damage that requires repair prior to repairing the peeling condition?
A5:
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.
Q6:
What should I do if the factory-applied Blazing Blue paint’s clear coat layer is currently flaking or
peeling from this condition?
A6:
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 clear coat flaking or 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.).
Q7:
A7:
Q8:
A8:
Q6a:
What if the diagnosis is performed and my vehicle is not covered by the Customer Support
Program?
A6a:
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 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.
May the cab and/or bed be repainted with a new color different from the factory-applied color?
No. The cab and/or bed will be repainted to match the color of the vehicle’s factory-applied Blazing
Blue paint.
For example, the cab and/or bed may not be repainted with any other color such as Blizzard Pearl,
orange, blue, grey, etc.
Q9:
Can I be reimbursed if I previously paid for repairs related to factory-applied paint fading or flaking
from my vehicle due to this condition?
A9:
Reimbursement consideration instructions will be provided in the owner letter.
FAQ Page 3 of 4
© 2020 Toyota Motor Sales, USA
Q10:
A10:
Q11:
A11:
Which factory-applied paints are covered by this Customer Support Program?
The factory-applied Blazing Blue paint (Toyota paint code 8T0) 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?
No. This Customer Support Program only applies to factory-applied Blazing Blue (Toyota paint code
8T0) paint on the vehicle’s exterior metal body panels.
Q12:
A12:
How long will the repair take?
Q13:
A13:
How does Toyota obtain my mailing information?
Q14:
A14:
What if I have additional questions or concerns?
Depending upon what area of the vehicle requires repainting (cab and/or bed), the repair time for your
vehicle can vary (for example: between approximately 3 days and approximately 2 weeks). Once the
fading or flaking condition covered by this program has been verified on your vehicle, your authorized
Toyota dealer will advise you about the necessary repair time. A loaner vehicle may be provided to you
during the repair.
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.
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 4 of 4
© 2020 Toyota Motor Sales, USA
TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
CUSTOMER SUPPORT PROGRAM NOTIFICATION
E
[VIN]
Dear Toyota Owner:
PL
At Toyota, we are dedicated to providing vehicles of outstanding quality and value. As part of our continual
efforts to ensure customer satisfaction, Toyota would like to advise you of a voluntary Customer Support
Program that has been initiated for your vehicle.
Toyota has received reports of the factory-applied paint’s clear coat layer flaking or peeling on exterior metal
body panels of certain 2017 model year Tacoma vehicles with the original factory-applied Blazing Blue paint
color.
•
M
This Customer Support Program provides coverage for involved vehicles with the original factory Blazing Blue
paint. The covered condition may occur when the clear coat layer of the factory applied paint begins to flake
or peel from any exterior metal body panel.
If the clear coat flaking or peeling condition is verified on any metal body panel area on the vehicle’s cab,
the entire cab will be repainted.
•
If the clear coat flaking or peeing condition is verified on any metal body panel area on the vehicle’s truck
bed, the entire truck bed will be repainted.
If the clear coat flaking or peeling condition is verified on any metal body panel area on the vehicle’s cab
and truck bed, the entire vehicle will be repainted.
SA
•
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.
E
Examples of damage that might prevent paint repair are:
• Collision damage.
• Dents.
• Deep scratches.
• Deep rock chips.
PL
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 clear coat flaking or peeing condition
is covered by this program. However, after confirming that the clear coat flaking or 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.).
Coverage
M
This coverage will be offered for 10 years from the vehicle’s date of first use, regardless of mileage.
What should you do?
SA
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.
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.
E
If you would like to update your vehicle ownership or contact information, please visit
www.toyota.com/owners. You will need your full 17-digit Vehicle Identification Number (VIN) to input the new
information.
PL
What if you have previously paid for repairs to your vehicle for this specific condition?
If you have previously paid for repairs related to this condition, 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:
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.
M
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
TOYOTA MOTOR SALES, U.S.A., INC.
▼ Remove at perforation and place in the back of your owner’s manual ▼
Customer Support Program Details
This Customer Support Program provides coverage for involved vehicles
with the original factory Blazing Blue paint. The covered condition may
occur when the clear coat layer of the factory applied paint begins to
flake or peel from any exterior metal body panel.
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.
M
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.
SA
Examples of damage that might prevent a paint repair are:
• Collision damage.
• Dents.
• Deep scratches.
• Deep rock chips.
This coverage will be offered for 10 years from the vehicle’s date of first
use, 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.
*Only authorized Toyota dealerships are authorized to confirm if the clear coat flaking or peeing
condition is covered by this program. However, after confirming that the clear coat flaking or
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. thirdparty collision repair facility, body shop, etc).
VIN#
Date of First Use
A voluntary Customer Support Program has been initiated for your vehicle
•
If the clear coat flaking or peeling condition is verified on any
metal body panel area on the vehicle’s cab, the entire cab will be
repainted.
If the clear coat flaking or peeing condition is verified on any
metal body panel area on the vehicle’s truck bed, the entire truck
bed will be repainted.
If the clear coat flaking or peeling condition is verified on any
metal body panel area on the vehicle’s cab and truck bed, the
entire vehicle will be repainted.
E
•
TOYOTA
CUSTOMER SUPPORT PROGRAM
FREQUENTLY ASKED QUESTIONS
Q1:
A1:
Is this a recall?
Q2:
A2:
What if an owner HAS NOT experienced this condition but would like to have the repair completed?
E
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.
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 Blazing Blue paint’s clear coat layer is currently flaking or
peeling from this condition?
A3:
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 clear coat flaking or 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).
PL
Q3:
What if the diagnosis is performed and my vehicle is not covered by the Customer Support
Program?
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.
SA
M
Q3a:
Q4:
A4:
May the cab and/or bed be repainted with a new color different from the factory-applied color?
No. The cab and/or bed will be repainted to match the color of the vehicle’s factory-applied Blazing
Blue paint.
For example, the cab and/or bed may not be repainted with any other color such as Blizzard Pearl,
orange, blue, grey, etc.
Q5:
A5:
How long will the repair take?
Depending upon what area of the vehicle requires repainting (cab and/or bed), the repair time for your
vehicle can vary (for example: between approximately 3 days and 2 weeks). Once the fading or flaking
condition covered by this program has been verified on your vehicle, your authorized Toyota dealer
will advise you about the necessary repair time.
Q6:
A6:
Q7:
A7:
Which factory-applied paints are covered by this Customer Support Program?
The factory-applied Blazing Blue paint (Toyota paint code 8T0) 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?
No. This Customer Support Program only applies to factory-applied Blazing Blue (Toyota paint code
8T0) paint on the vehicle’s exterior metal body panels.
What if my vehicle’s paint clear coat layer is flaking or peeling from this condition, but my vehicle has
damage that requires repair prior to repairing the peeling condition?
A8:
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.
Q9:
A9:
Is the Customer Support Program coverage transferable if I sell my vehicle?
PL
E
Q8:
SA
M
Yes, this Customer Support Program coverage is fully transferrable to subsequent vehicle owners for
the condition and terms specified in the notification letter.