ZKK - Dealer Pac

◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
August 18, 2020
TOPIC
Part number identification process has been updated.
The most recent update in the attached Dealer Letter 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.
© 2020 Toyota Motor Sales, USA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: September 11, 2019
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
CUSTOMER SUPPORT PROGRAM ZKK
Certain 2012 - 2014 Model Year Camry Hybrid Vehicles
Certain 2013 - 2015 Model Year Avalon Hybrid Vehicles
Coverage for Brake Booster and Brake Booster Pump Assemblies
Model / Years
2012 - 2014 Model Year Camry
Hybrid Vehicle
2013 - 2015 Model Year Avalon
Hybrid Vehicle
Production Period
Early April 2011 – Early September
2014
Late May 2012 – Late October
2015
Approximate Total Vehicles
127,000
47,200
In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer Support
Program to provide coverage for Brake Booster and Brake Booster Pump Assemblies on certain 2012-2014
Model Year Camry Hybrid Vehicles and certain 2013-2015 Model Year Avalon Hybrid Vehicles.
Background
Toyota has received reports regarding the Brake Booster and Brake Booster Pump Assemblies on certain 2012
- 2014 model year Camry Hybrid vehicles and certain 2013 - 2015 model year Avalon Hybrid Vehicles. These
reports have indicated certain internal malfunctions of the Brake Booster Assembly.
Although the Brake Booster and Brake Booster Pump Assemblies are 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 certain internal malfunctions of the Brake
Booster and Brake Booster Pump Assemblies in some of the subject vehicles.
The following information is provided to inform you and your staff of the program notification schedule and
your degree of involvement.
© 2019 Toyota Motor Sales, USA
Customer Support Program ZKK - D - Page |2
Customer Support Program Details
This Customer Support Program provides coverage as it applies to Brake Booster and Brake Booster Pump
Assemblies. The specific condition covered by this program refers to certain internal malfunctions of the
Brake Booster Assembly. One or more of the following specific Diagnostic Trouble Codes (DTCs) C1391,
C1252, C1256 or C1253 will be stored in the vehicles memory to be used as verification. If the condition is
verified, the vehicle will be repaired with new Brake Booster and Brake Booster Pump Assemblies under the
terms of this Customer Support Program.
•
•
The Primary Coverage will be offered until March 31, 2021, regardless of mileage.
After the Primary Coverage, the Secondary Coverage is applicable for 10 years or 150,000 miles from
the date of first use, whichever comes first.
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. For example, damage from
abuse, an accident, theft and/or vandalism is not covered.
Covered Vehicles
There are approximately 174,300 vehicles covered by this Customer Support Program. Approximately 340
vehicles involved in this Customer Support Program were distributed to Puerto Rico.
Owner Letter Mailing Date
Toyota will begin to notify owners in Late September 2019, and will be mailed over several months. A sample
of the owner notification letter has been included for your reference.
© 2019 Toyota Motor Sales, USA
Customer Support Program ZKK - 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
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.
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.
Vehicle
Camry
Avalon
Model Year
Part Number
Part Description
Service
Campaign
2012
47050-33110
04009-05133
Brake Booster Kit
2012-2014
47050-33112
04009-05233
Brake Booster Kit
2013-2014
47050-41010
04009-05641
Brake Booster Kit
2015
47050-41020
04009-05741
Brake Booster Kit
47070-33020
04008-54833
Brake Booster Pump Kit
Camry
2012-2014
Avalon
2013-2015
NOTE: Each repair will require a brake booster kit AND a brake booster pump kit.
The part number for the remedy part for this campaign should be verified by inputting the vehicle’s VIN into
the Electronic Parts Catalog. Use the service part number referenced in the Electronic Parts Catalogue to
© 2019 Toyota Motor Sales, USA
Customer Support Program ZKK - D - Page |4
identify the correct campaign part number to order the required remedy part. DO NOT order the service part
number, those part numbers WILL NOT be accepted on claim.
All Customer Support Program (CSP) 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.
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:
• Expert Hybrid
• 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.
NOTE: Claims for repairs that were performed by non-qualified technicians are subject to debit.
Remedy Procedures
Technical instructions for this Customer Support Program can be found in T-SB-0130-19.
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.
© 2019 Toyota Motor Sales, USA
Customer Support Program ZKK - D - Page |5
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
ZKK001
ZKK002
•
Description
Replace the brake booster assembly and brake pump
assembly on 2012-2014 Model Year Camry Hybrid Vehicles
Replace the brake booster assembly and brake pump
assembly on 2013-2015 Model Year Avalon Hybrid Vehicles
Flat Rate Hours
3.5
3.5
2.0 liters of brake fluid can be claimed at a maximum amount $44.00 per vehicle
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.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
© 2019 Toyota Motor Sales, USA
CUSTOMER SUPPORT PROGRAM ZKK
Certain 2012-2014 Model Year Camry Hybrid Vehicles
Certain 2013-2015 Model Year Avalon Hybrid Vehicles
Coverage for Brake Booster and Brake Booster Pump Assemblies
Frequently Asked Questions
Original Publication Date: September 11, 2019
Q1:
A1:
What is the condition?
Toyota has received reports regarding the Brake Booster and Brake Booster Pump Assemblies on
certain 2012 - 2014 model year Camry Hybrid vehicles and certain 2013 - 2015 model year Avalon Hybrid
Vehicles. In these reports, customers have noted various brake system related warning lamps are
illuminated.
Q1a:
Which brake system warning indicator(s) may be related to these conditions?
A1a:
If the following warning lamps are illuminated, the vehicle may be experiencing a concern with
the Brake Booster or Brake Booster Pump Assemblies that are covered by this Customer
Support Program.
Brake System
Master Warning
Warning Light
Light (Yellow)
and Warning
Buzzer (Red)
Brake System
Warning Light
(Red)
ABS Warning
Light (Yellow)
SLIP Indicator
(Yellow)
NOTE: It is possible for the lights above to be illuminated and the condition not be related to
this Customer Support Program.
FAQ Page 1 of 3
© 2019 Toyota Motor Sales, USA
Q2:
A2:
What is Toyota going to do?
Although the Brake Booster and Brake Booster Pump Assemblies are covered by Toyota’s New Vehicle
Limited Warranty for normal warranty coverage period, 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 certain internal malfunctions of the Brake Booster Assembly.
Toyota will send an owner notification by first class mail starting in Late September 2019, advising
owners of this Customer Support Program.
If the owner experiences the condition described above, they should contact their local authorized Toyota
dealership for diagnosis. If the condition is verified, the dealer will replace the Brake Booster and Brake
Booster Pump Assemblies with new ones FREE OF CHARGE.
Q3:
A3:
Q4:
A4:
Which and how many vehicles are covered by this Customer Support Program?
There are approximately 174,300 vehicles covered by this Customer Support Program.
Model Name
Model Year
Production Period
Camry Hybrid
Avalon Hybrid
2012- 2014
2013- 2015
Early April 2011 – Early September 2014
Late May 2012 – Late October 2015
Q3a:
Are there any other Lexus/Toyota/Scion vehicles covered by this Customer Support Program in
the U.S.?
A3a:
No. However, certain 2010-2015 MY Prius and Prius PHV vehicles are covered for this condition
under Customer Support Program ZJB. Certain 2008-2010 MY Highlander Hybrid vehicles are
covered for this condition under Customer Support Program ZKC. Certain 2013-2015 MY ES300
h vehicles are covered for this condition under Customer Support Program ZLM. Please refer
to the ZJB, ZKC, and ZLM Dealer Letters and FAQs for additional information.
What are the details of this program?
This Customer Support Program provides coverage as it applies to the Brake Booster and Brake Booster
Pump Assemblies. If the condition is verified, the vehicle will be repaired with new Brake Booster and
Brake Booster Pump Assemblies under the terms of this Customer Support Program.
•
•
The Primary Coverage offers coverage until March 31, 2021, regardless of mileage.
After the Primary Coverage, the Secondary Coverage is applicable for 10 years or 150,000 miles
from the vehicle’s date of first use, whichever occurs first.
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. For example, damage from abuse, an accident, theft and/or vandalism is not
covered.
FAQ Page 2 of 3
© 2019 Toyota Motor Sales, USA
Q5:
A5:
Q6:
A6:
Which part(s) are covered by this Customer Support Program?
The specific components covered by this program are as follows
• Brake Booster Assembly
• Brake Booster Pump Assembly
What should an owner do if experiencing this condition?
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.
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, the
customer may be responsible for the initial diagnostic fees and any other repairs he/she may
decide to have performed. Any authorized Toyota Dealership can determine if a condition is
covered by this Customer Support Program.
Q7:
A7:
Q8:
A8:
Q9:
A9:
Q10:
A10:
Q11:
A11:
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.
How long will the repair take?
The repair takes approximately three 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.
What if I previously paid for repairs related to this Customer Support Program?
Reimbursement consideration instructions will be provided in the owner letter.
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.
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 3 of 3
© 2019 Toyota Motor Sales, USA
TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
E
CUSTOMER SUPPORT PROGRAM NOTIFICATION
[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 regarding certain internal malfunctions of the Brake Booster Assembly in certain
2012 - 2014 model year Camry Hybrid vehicles and certain 2013 - 2015 model year Avalon Hybrid Vehicles. In
these reports, customers have noted various brake system related warning lamps illuminated.
M
This Customer Support Program provides coverage as it applies to the Brake Booster and Brake Booster Pump
Assemblies. The specific condition covered by this program is related to an internal malfunction of the Brake
Booster Assembly. If the condition is verified, the vehicle will be repaired with new Brake Booster and Brake
Booster Pump Assemblies under the terms of this Customer Support Program*.
SA
If the following warning lamps are illuminated, the vehicle may be experiencing a concern with the Brake
Booster and Brake Booster Pump Assemblies that are covered by this Customer Support Program*.
Master Warning
Light (Yellow)
Brake System
Warning Light
and Warning
Buzzer (Red)
Brake System
Warning
Light(Red)
ABS Warning
Light (Yellow)
SLIP Indicator
(Yellow)
NOTE: It is possible for the lights above to be illuminated and the condition not be related to this
Customer Support Program.
Primary Coverage
Applicable until March 31, 2021 with no year/mileage
limitation.
Secondary Coverage
(After Primary Coverage ends)
Applicable for 10 years from the vehicle’s date of
first use or 150,000 miles, whichever occurs first.
What should you do?
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. The repair will take approximately three and a half hours. However,
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.
PL
•
•
•
E
depending upon the dealer’s work schedule, it may be necessary to make the vehicle available for a longer
period of time.
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.
M
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 order, proofof-payment, and ownership information to the following address for reimbursement consideration:
SA
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.
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,
TOYOTA MOTOR SALES, U.S.A., INC.
▼ Remove at perforation and place in the back of your owner’s manual ▼
This Customer Support Program provides coverage as it applies to the
Brake Booster and Brake Booster Pump Assemblies. The specific
condition covered by this program is related to an internal malfunction
of the Brake Booster Assembly. If the condition is verified, the vehicle will
be repaired with new Brake Booster and Brake Booster Pump Assemblies
under the terms of this Customer Support Program*.
•
The Primary Coverage will be offered until March 31, 2021,
•
E
regardless of mileage.
A voluntary Customer Support Program has been initiated for
your vehicle
Customer Support Program Details
After the Primary Coverage, the Secondary Coverage is applicable
for 10 years or 150,000 miles from the date of first use, whichever
comes first.
PL
Please note that this coverage is for work performed at an authorized
Toyota dealer only.
This coverage is subject to the same terms and conditions set forth in the New Vehicle Limited
Warranty Section of the Owner’s Warranty Information booklet. For example, damage from
abuse, an accident, theft and/or vandalism is not covered.
VIN
#
Date of First Use
SA
M
*Please see your Toyota dealer for additional
details
TOYOTA
CUSTOMER SUPPORT PROGRAM
FREQUENTLY ASKED QUESTIONS
Q4:
A4:
Q5:
A5:
No, you do not need to take your vehicle to a dealership unless your vehicle is exhibiting the condition
described in this letter. If you have not experienced this condition, please tear off and insert the sheet
from the bottom of the owner letter into the back of your owner’s manual for future reference.
Is the Customer Support Program coverage transferable if I sell my vehicle?
Yes, this Customer Support Program coverage is fully transferrable to subsequent vehicle owners for
the condition and terms specified in the notification letter.
What should I do if my vehicle has the condition described?
If you experience this condition, please contact any authorized Toyota dealer and make arrangements
for diagnosis and, if applicable, repair.
Which part(s) are covered by this Customer Support Program?
Refer to the owner letter to find the specific component(s) covered by this program.
What if the diagnosis is performed and my vehicle is not covered by the Customer Support Program?
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
Q6:
A6:
If my vehicle does not have this condition, do I need to make an appointment with my dealership?
E
Q3:
A3:
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.
PL
Q2:
A2:
Is this a recall?
M
Q1:
A1: