20TD01-Sequoia F

Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: March 12, 2020
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
LIMITED SERVICE CAMPAIGN 20TD01 Remedy Notice
Certain 2012-2019 Model Year Sequoia
Potentially Incorrect Toyota Genuine Carpet Floor Mats
Model / Years
2012-2019 Model Year Sequoia
Production Period
Late August 2011- Early February 2019
Approximate Total Vehicles
94,500
Condition
There is a possibility that some of the involved 2012-2019 Sequoias received a Toyota Genuine carpet floor mat set that is
designed for different model year Sequoia vehicles (model years 2008-2011). If installed, the driver’s floor mat would not be
secured in the way it was designed due to differences in the attachment grommets.
Remedy
For all involved vehicles, any authorized Toyota dealer can inspect the driver’s floor mat and if an incorrect Toyota Genuine
driver’s floor mat designed for the 2008-2011 model year Sequoia is identified in an involved vehicle, any authorized Toyota
dealer will install the correct Toyota Genuine carpet floor mat set FREE OF CHARGE.
NOTE: To reduce owner inconvenience, the owner notification will include instructions on how to confirm the driver’s carpet
floor mat and notify Toyota accordingly. Some owners may prefer to have a dealer inspect the vehicle for them, in which case
the dealer should perform the inspection as outlined in the Technical Instructions.
This Limited Service Campaign will be available until March 31, 2023 and is only available at an authorized Toyota dealer.
Covered Vehicles
There are approximately 94,500 vehicles covered by this Limited Service Campaign. There were approximately 200 vehicles
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.
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
Limited 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.
© 2020 Toyota Motor Sales, USA
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Dealer Inventory Procedures
New and Used Vehicles in Dealership Inventory (In-Stock Vehicles)
To ensure customer satisfaction, Toyota requests that dealers complete this Limited Service Campaign on any new or used
vehicles currently in dealer inventory that are covered by this Limited 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 Limited 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 20TD01” 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 Limited
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 (1-888270-9371) - Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
Salvage Title Vehicles
Every attempt should be made to complete an open Limited Service Campaign when circumstances permit, unless noted
otherwise in the LSC dealer letter.
For complete details on this policy, refer to Toyota Warranty Policy 4.17, “What Is Not Covered by The Toyota New Vehicle
Limited Warranty”.
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.
© 2020 Toyota Motor Sales, USA
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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
PT926-0C193-20 (Black)
PT926-0C191-20 (Black)
Part Description
Carpet Floor Mats
TRD Sport Floor Mats
Quantity
1
1
The TRD Sport floor mat is specifically for TRD Sport grade vehicles. The vehicle can be identified as a TRD Sport grade through
vehicle look up in Vehicle Inquiry.
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 Service Technician (any specialty)
Certified Diagnostic Specialist (any specialty)
Master Technician
Master Diagnostic Specialist
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.
This Limited Service Campaign will be available until 03/31/2023 and is only available at an authorized Toyota dealer.
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.
Parts Recovery Procedures
All parts replaced as part of this Limited 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.
© 2020 Toyota Motor Sales, USA
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Warranty Reimbursement Procedures
Warranty Reimbursement Procedure
•
•
Verify Vehicle Eligibility
Confirm vehicle VIN matches the RO
Check Vehicle Inquiry System
Campaign eligibility.
Not Covered
No further action required
Replacement
Necessary
Replace floor mat set
Covered
Inspect driver’s floor mat
No Replacement Necessary
Confirm that the floor mat retention knobs
are secured properly
Refer to section VII p.4
Campaign completed, return the vehicle
to the customer
Op Code
2TD011
2TD012
•
•
Description
Inspect the driver’s floor mat, floor mat NOT involved
Inspect the driver’s floor mat, floor mat involved, replace the floor mat set
Flat Rate Hours
0.1
0.2
The flat rate time for Op Code 2TD012 includes 0.1 hours for administrative cost per unit for the dealership.
This Limited Service Campaign expires on March 31, 2023.
Claim Filing Accuracy and Correction Requests
It is the dealer’s responsibility to file claims correctly for this Limited 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.
© 2020 Toyota Motor Sales, USA
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Campaign Designation / Phase Decoder
19TA01
19
T
A
01
Year Camp aig n
is La un ched
Vehicle Make
Field Actio n Categ o ry an d Pha se
Field Actio n Seq uen ce
A = Safety Recall Rem edy
B = Safety Recall Interim
C = Special Service Camp aign
D = Lim ited Service Cam paign
E = Custom er Sup port Program
F = Emissions Recall
01 = 1st Field Action of the year
02 = 2 nd Field Action of the year
03 = 3 rd 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 uniq ue
cases)
(The seq uence 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-by-step
procedures required to implement this Limited Service Campaign.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
© 2020 Toyota Motor Sales, USA
LIMITED SERVICE CAMPAIGN 20TD01 (Remedy Notice)
Certain 2012-2019 Model Year Sequoia
Potentially Incorrect Toyota Genuine Carpet Floor Mats
Frequently Asked Questions
Original Publication Date: March 12, 2020
Q1:
A1:
What is the condition?
There is a possibility that some of the involved 2012-2019 Sequoias received a Toyota Genuine carpet floor mat set that
is designed for different model year Sequoia vehicles (model years 2008-2011). If installed, the driver’s floor mat would
not be secured in the way it was designed due to differences in the attachment grommets.
Q2:
A2:
Can I determine if my vehicle is equipped with the incorrect carpet floor mats?
Yes. Inspect attachment grommets in the driver’s floor mat to determine if the vehicle has the incorrect Toyota Genuine
carpet floor mats. See images below for examples.
Correct
Correct Style Grommet for 2012-2019 Sequoia vehicles:
• The correct grommet is made of plastic.
• The correct grommet is equipped with guide triangles, circled in images above.
• The correct grommet is larger and will fit over the retention knobs in the floor carpet.
© 2020 Toyota Motor Sales, USA
FAQ Page 1 of 3
Incorrect
Incorrect Style Grommet for 2012-2019 Sequoia vehicles
• The incorrect grommet is made of metal.
• The incorrect grommet is missing guide triangles.
• The incorrect grommet is too small and will not fit over the retention knobs in the floor carpet.
Q2a:
A2a:
What if I cannot determine what floor mats are in my vehicle?
Any authorized Toyota dealer can inspect your vehicle to determine if it is equipped with the correct carpet floor mats.
Q3:
A3:
How many carpet floor mat sets are covered by this Limited Service Campaign?
There are 344 Toyota Genuine carpet floor mat sets designed for 2008-2011 model year Sequoia vehicles that were
potentially incorrectly installed in the involved 2012-2019 model year Sequoia vehicles. These floor mats may have
been installed by dealers or sold over the counter to an owner of an involved vehicle. The majority of the involved
vehicles will not be equipped with this incorrect Toyota Genuine carpet floor mat set.
Q4:
A4:
What is Toyota going to do?
All known owners of the involved vehicles will be notified by first class mail in March 2020. If an incorrect Toyota
Genuine driver’s floor mat designed for the 2008-2011 model year Sequoia is identified, any authorized Toyota dealer
will install the correct Toyota Genuine carpet floor mat set FREE OF CHARGE.
Q5:
A5:
How long will this Limited Service Campaign be available?
This Limited Service Campaign will be offered FREE OF CHARGE until March 31, 2023.
Q6:
A6:
How long will the repair take?
The inspection and repair will take approximately thirty minutes. However, depending upon the dealer’s work schedule,
it may be necessary to make the vehicle available for a longer period of time.
Q7:
A7:
How many vehicle owners will be notified of this Limited Service Campaign?
To ensure notification to all potential owners of 2012-2019 model year Sequoia vehicles that may be equipped with the
incorrect Toyota Genuine carpet floor mat sets designed for 2008-2011 model year Sequoia, approximately 94,500
vehicle owners will be notified of this Limited Service Campaign.
Model Name
Model Year
Production Period
Sequoia
2012-2019
Late August 2011 - Early February 2019
© 2020 Toyota Motor Sales, USA
FAQ Page 2 of 3
Q8:
A8:
Will owners of any other Lexus/Toyota/Scion vehicles be notified?
No, this Limited Service Campaign only affects certain 2012-2019 Sequoias.
Q9:
Toyota identified incorrect carpet floor mats designed for the 2008-2011 model year Sequoia in my vehicle that are
beige or gray color, will the replacement floor mats be the same color?
Unfortunately, the gray and beige floor mats are not available for 2012-2019 model year sequoia. The only color floor
mat set equipped with the proper attachment grommet is black.
A9:
Q10:
A10:
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.
Q11:
A11:
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.
© 2020 Toyota Motor Sales, USA
FAQ Page 3 of 3
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 Limited 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 1-888-270-9371.
Dealer Information
Dealer Name/Address
Dealer Code
Dealer Phone Number
Dealer Staff Name
Dealer Staff Signature
© 2020 Toyota Motor Sales, USA – Version 3c
TOYOTA
2012– 2019 Model Year Sequoia
Potentially Incorrect Carpet Floor Mats
Limited Service Campaign (Remedy Notice)
[VIN]
Dear Toyota Customer:
E
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 Limited Service Campaign, which includes your vehicle.
You received this notice because our records, which are based primarily on state registration and title data, indicate that you
are the current owner.
M
PL
What is the condition?
There is a possibility that some of the involved 2012-2019 Sequoias received a Toyota Genuine carpet floor mat set that is
designed for different model year Sequoia vehicles (model years 2008-2011). If installed, the driver’s floor mat would not be
secured in the way it was designed due to differences in the attachment grommets.
What will Toyota do?
For all involved vehicles, any authorized Toyota dealer can inspect the driver’s floor mat and if an incorrect Toyota Genuine
driver’s floor mat designed for the 2008-2011 model year Sequoia is identified in an involved vehicle, any authorized Toyota
dealer will install the correct Toyota Genuine carpet floor mat set FREE OF CHARGE.
What should you do?
You can inspect the attachment grommets in the driver’s floor mat to determine if your vehicle has the incorrect Toyota
Genuine carpet floor mats designed for model year 2008-2011 Sequoia vehicles. The Inspection Procedure below will
walk you through this process.
If you are not comfortable doing this inspection, any authorized Toyota dealer can perform inspection FREE OF CHARGE
to you.
SA
Inspection Procedure:
Looking at the Toyota Genuine driver’s floor mat in your vehicle, determine which style of grommet is used on the
driver’s floor mat. Use the steps below as a reference.
E
Correct
M
PL
Correct Style Grommet for 2012-2019 Sequoia vehicles:
• The correct grommet is made of plastic.
• The correct grommet is equipped with guide triangles, circled in images above.
• The correct grommet is larger and will fit over the retention knobs in the floor carpet.
Incorrect
SA
Incorrect Style Grommet for 2012-2019 Sequoia vehicles
• The incorrect grommet is made of metal.
• The incorrect grommet is missing guide triangles.
• The incorrect grommet is too small and will not fit over the retention knobs in the floor carpet.
NOTE: This inspection ONLY applies to Toyota Genuine carpet floor mats.
Do you have an incorrect Toyota Genuine carpeted floor mat designed for model year 2008-2011 Sequoia vehicles?
Yes: If your Toyota Genuine driver’s carpet floor mat has the incorrect grommet like the example above in the red box,
please contact your authorized Toyota dealer to make an appointment to have the carpet floor mats replaced. The
remedy will take approximately thirty minutes. However, depending on the dealer’s work schedule, it may be necessary
to make your vehicle available for a longer period of time. This Program will be offered until March 31, 2023, and will
only be available at an authorized Toyota dealer.
No: If you have completed the inspection yourself and the Toyota Genuine driver’s carpet floor mat has the correct
grommet like the example above in the green box, your vehicle was not equipped with the incorrect carpet floor mats
designed for model year 2008-2011 Sequoia vehicles. In this case, please check the box on the attached insert and return
it to us. No postage is necessary. Doing so will remove your vehicle’s information from any future communication
regarding this Limited Service Campaign.
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 1-888-270-9371 Monday
through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
If you would like to update your vehicle ownership or contact information, please visit https://www.toyota.com/recall/updateinfo-toyota You will need your full 17-digit Vehicle Identification Number (VIN) to input the new information.
If you are a vehicle lessor, lease assist us by forwarding this notice to the lessee.
Thank you for driving a Toyota
Sincerely,
SA
M
PL
TOYOTA MOTOR SALES, U.S.A., INC.
E
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.
➥
➦
Remove at perforation and insert into supplied envelope
TOYOTA
Please check the box that applies to your vehicle and return it in the postage paid reply envelope provided.
My Toyota Genuine driver’s carpet floor mat has the correct
grommet. Please remove my name from any other
communications for this campaign in the future.
SA
M
PL
John Q Sample
VIN 99999
123 Nowhere Drive
Any City, AA 00000-0000
E
Certain 2012-2019 Model Year Sequoia
Potentially Incorrect Carpet Floor Mats