ZKG_Technical_In

◄ IMPORTANT UPDATE ►
The attached Technical Instructions have been updated. Refer to the details below.
DATE
May 15, 2020
February 5, 2020
December 12, 2019
TOPIC
• The training requirements section has been updated to include Toyota Certified
Collision Centers
• The ZKG website now requires dealers to input the labor rate for body/paint
work
• Tips for how to get a preliminary estimate approved by the website have been
added to the Technical Instructions
• The process for requesting Toyota to review a rejected preliminary estimate has
been enhanced
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).
Note that as of May 15, 2020, Toyota Certified Collision Centers are now permitted
to confirm if the peeling condition is covered by this program. Review the Dealer
Letter for detailed information, polices, and training requirements.
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
TECHNICAL INSTRUCTIONS
Customer Support Program ZKG
Multiple Models and Model Years
Vehicles Painted with Blizzard Pearl (070) or Super White (040) Paint Color
Coverage for Peeling of Factory-Applied Paint
Customer Support Program ZKG – Technical Instructions
OPERATION FLOW CHART
Verify Vehicle Eligibility
Check TIS Vehicle
Did Inquiry System
to verify vehicle eligibility
Not Covered
No further action required
Covered
Confirm that paint condition is
covered.
Not Covered
Follow the inspection procedure
in T-SB-0162-19 (Toyota) or
S-SB-0004-19 (Scion).
Confirm if any vehicle
damage may prevent
paint repairs
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.
Additional panels found
peeling during repair?
Obtain preliminary estimate
from body shop.
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 pre-approval
code is issued by website).
Return vehicle to customer.
Not approved
(rejected)
Follow the tips in the website for
getting the estimate approved
TRAINING REQUIREMENTS
Training Requirements
The following training requirements are only applicable to the personnel performing T-SB-0162-19 or S-SB0004-19. T-SB-0162-19 (Toyota) or S-SB-0004-19 (Scion) contains the process used to confirm if the vehicle’s
paint peeling is applicable to this program. These training requirements are not applicable to the other
steps in the ZKG process such as completing the mandatory website photo upload process,
repairing/refinishing the vehicle, etc. Only authorized Toyota dealerships and Toyota Certified Collision
Centers are authorized to perform the condition confirmation inspection included in T-SB-0162-19 or S-SB0004-19.
Training Requirements: Authorized Toyota Dealership
All Toyota dealership staff performing T-SB-0162-19 or S-SB-0004-19 are required to successfully
complete the most current version of the E-Learning course “Toyota Recall and Service Campaign
Essentials” (course number SC19A). To ensure that T-SB-0162-19 or S-SB-0004-19 is performed
correctly; Toyota dealership staff performing T-SB-0162-19 or S-SB-0004-19 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 T-SB-0162-19 or S-SB-0004-19. It is the dealership’s
responsibility to select staff with the above certification level or greater to perform T-SB-0162-19 or SSB-0004-19.
Training Requirements: Toyota Certified Collision Center
All Toyota Certified Collision Center staff members performing T-SB-0162-19 or S-SB-0004-19 are
required to successfully complete the most current version of the E-Learning course “Toyota Recall
and Service Campaign Essentials” (course number SC19A). To ensure that T-SB-0162-19 or S-SB0004-19 is performed correctly; Toyota Certified Collision Center staff members performing T-SB0162-19 or S-SB-0004-19 are required to currently hold at least one of the following certification
levels:
• Certified Refinish Technician
• Master Refinish Technician
Always check which technicians can perform T-SB-0162-19 or S-SB-0004-19. It is the Collision
Center’s responsibility to select staff with the above certification level or greater to perform T-SB0162-19 or S-SB-0004-19.
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. Follow the 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, labor
rate, and total cost from the preliminary estimate will be inputted into the website in later steps. The website
will automatically pre-approve (or deny) the count of hours (based on the panels that were marked as
peeling in earlier steps), the labor rate, and total cost.
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 (or Toyota Certified
Collision Repair Facility) has confirmed that the condition is covered by this program by following
T-SB-0162-19 or S-SB-0004-19, and completed the website photo upload 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, labor rate, and total cost from the preliminary estimate must be inputted into the website.
The website will automatically approve, or deny the count of hours (based on the panels that were marked
as peeling in the earlier steps), the labor rate, and total cost. This step is necessary to ensure the estimate
is not written with excessive count of hours, or with excessive labor rate.
1. Find the “Estimate Totals” section near the bottom of the Preliminary Estimate.
Preliminary Estimate (Example)
Estimate Totals Section (Example)
A
B
C
D
E
F
A: Body labor rate
B: Paint labor rate
C: Body labor hours
D: Paint labor hours
E: Mechanical labor hours.
F: Total cost (dollar amount).
2. Input the follwing information from the preliminary estimate into the website:
a) Total body labor hours
Example of inputting hours
b) Total paint labor hours
c)
d)
e)
f)
Body labor rate
F
Paint labor rate
Total mechanical labor hours*.
C
Total cost (dollar amount).
*Note: mechanical labor hours are uncommon D
and may not necessarily exist on every E
preliminary estiamte. In these cases, enter 0
hours or leave this section blank.
g) Upload the PDF copy of the preliminary estimate.
A
B
After clicking submit, website
will approve or reject.
3. Click submit.
The website will either approve or reject the inputs. Approval is required before authorizing the repair
to proceed.
INPUT ESTIMATE DETAILS INTO WEBSITE (Continued…)
Website Rejection: If the website rejects your inputs, follow the tips issued by the website to assist you with
getting the estimate approved. For your reference, the website’s tips are also listed below. Also, note that
the website will provide you with a reason for rejection (see below example).
Example reason for rejection
Tips for Getting the Preliminary Estimate Approved:
1. Ensure that you have entered the body and paint hours from the preliminary estimate correctly.
2. Ensure that you have uploaded photos, and marked as peeling, all of the panels that are actually
peeling. The maximum allowable hours are based upon the panels that are marked as peeling. Only
peeling panels may be marked as peeling. Do not mark panels as peeling for any other reason
beyond that they are peeling (affected by the condition).
3. Ensure that the preliminary estimate doesn't include repairing (stripping OEM paint from) panels
that are not marked as peeling in the website. Only peeling panels may be repaired and marked as
peeling in the website.
•
•
•
Blending" non-affected panels is acceptable.
Repairing" (stripping OEM paint from) non-affected panels is not acceptable.
For example, if only the Left Rear Door is affected and correctly marked as peeling in the
website, but the preliminary estimate also includes "repairing" the Left Front Door and
Left Quarter Panel, the website will likely reject the estimate because the Left Front Door
and Left Quarter Panel should not be "repaired". Note that those panels may be blended.
4. Make sure the body labor time quoted to repair (remove OEM paint) from affected panels does not
exceed the maximum times outlined on page 2 of the Customer Support Program Paint Repair
Process.
5. Ensure the preliminary estimate was created with industry standard estimating software. Note that
CCC Estimating Solutions is most compatible. However, other estimating systems will work.
6. Ask the body shop if it's possible to reduce the sum of the body+paint labor by the overage hours
shown above. If they are unable to do so, proceed to "Toyota Internal Review" below.
Request for Toyota Internal Review
If the body shop is unable to reduce the labor hours by the overage stated above, you have the
option to request Toyota to manually review the estimate by clicking below. The Toyota team
member will manually review this estimate for any needed corrections (if necessary) and reply back
to you with further instructions for getting the estimate approved.
Click to request Toyota
Internal Review
VII.
Warranty Pre-Approval Code
After the website approves your estimate, proceed to step 3 in the website where you will be
prompted to close/lock the inspection. After you decide to close/lock the inspection, you will be
locked-out of modifying your inspection and the website will issue a “warranty pre-approval code”
which should be included in the CCR of the warranty claim.
Clicking “yes” and submit will lock inspection.
Warranty pre-approval code is required before authorizing
repair and needs to be included in CCR of warranty claim.
A “warranty pre-approval code” must be issued by the website prior to authorizing any repairs.
Include the code in the CCR of the claim. This warranty pre-approval code is not a guarantee for
payment of the claim. All ZKG claims are subject to warranty department review for proper claim
submission and compliance with Toyota Warranty Policy and Procedures including Policies 8.22 and
4.12.
VIII. 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.
IX.
REPAIR VEHICLE
Send the vehicle to the body shop for repair once you have obtained a warranty pre-authorization code
from the website. A warranty pre-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.
X.
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.
Website questions: Please contact [email protected] with any questions regarding the
website.