H0J - Dealer Let

◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
October 5, 2020
TOPIC
A watermark has been added to the Dealer Letter to indicate that Limited Service
Campaign H0J has expired as of October 5, 2020.
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
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
Subject:
GUAM AND SAIPAN MARKET ONLY
Limited Service Campaign H0J – Remedy Notice
Certain 2007 – 2014 Model Year FJ Cruiser Vehicles
Fuel Tank Replacement
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To:
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Original Publication Date: September 13, 2017
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Condition
Due to extreme ultraviolet (UV) and high humidity conditions unique to Guam and Saipan, material of the inlet portion
of the fuel tank may degrade, resulting in surface cracks. These cracks may grow over time due to stress and high
temperatures. As a result, a Malfunction Indicator Lamp (MIL) may illuminate and fuel seepage may occur around the
fuel tank inlet.
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Remedy
Toyota dealers will replace the fuel tank. The remedy will be performed at NO CHARGE.
Model Year
FJ Cruiser
2007 - 2014
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Model Name
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Covered Vehicles
There are approximately 900 vehicles in Guam and Saipan covered by this Limited Service Campaign.
Production Period
Late January 2006 – Mid July 2014
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Owner Letter Mailing Date
Toyota will begin to notify owners in early-September. A sample of the owner notification letter has been included for
your reference.
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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.
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New and Used Vehicles in Dealership Inventory (In-Stock Vehicles)
To ensure customer satisfaction Toyota requests that dealers conduct this Limited Service Campaign remedy on any
new or used vehicles currently in dealer inventory that are covered by this Limited Service Campaign prior to customer
delivery.
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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.
© 2017 Toyota Motor North America
L i m i t e d S e r v i c e C a m p a i g n H 0 J - D - P a g e |2
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:
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20
Certified Technician (Any Specialty)
Expert Technician (Any Specialty)
Master Technician
Master Diagnostic Technician
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Always check which technicians can perform the remedy 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.
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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.
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This Limited Service Campaign will be available until September 30, 2020 and is only available at an authorized
Toyota dealer.
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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.
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Parts Ordering Process - Non SET and GST Parts Ordering Process
Due to potentially limited availability, the parts may have been placed on either Manual Allocation Control (MAC) or
Dealer Ordering Solutions (DOS). As the parts inventory changes, the ordering process may change. Please check
the Toyota Special Activities MAC/DOS report on Dealer Daily for the most up-to-date parts ordering information.
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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.
Description
Fuel Tank
Fuel Pump Retainer
Fuel Suction Tube Gasket
Fuel Tank Cushion No. 1
Fuel Tank Cushion No. 2
Fuel Tank Cushion No. 3
Fuel Tank Cushion No. 4
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Part Number
77001-3D551
77144-35010
77169-30050
77651-35070
77652-35060
77653-35050
77654-35010
© 2017 Toyota Motor North America
Quantity
1
1
1
1
1
1
1
L i m i t e d S e r v i c e C a m p a i g n H 0 J - D - P a g e |3
Warranty Reimbursement Procedure
No further action required.
Release vehicle
Not Involved
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Verify Vehicle Eligibility
1. Check the TIS Vehicle Inquiry
System.
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Invoved
Campaign complete.
Flat Rate Hours
2.3
The flat rate times include 0.1 hours for administrative cost per unit for the dealership.
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ct
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Description
Replace Fuel Tank
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Opcode
GGG56A
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Replace the fuel tank.
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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 opcode 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.
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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 Victor Vanov (469) 292-1318 in Toyota Corporate Communications. Please do not
provide this number to customers. Please provide this contact only to media.
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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.
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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.
© 2017 Toyota Motor North America
L i m i t e d S e r v i c e C a m p a i g n H 0 J - D - P a g e |4
0
A
Year Campaign is Launched
Repair Phase
Current Campaign Letter
for this year
0 = Remedy
1 = Interim (Remedy not yet
available)
will change to
when the Remedy is available
(May use other characters in
unique cases)
1st Campaign = A
2nd Campaign = B
3rd Campaign = C
4th Campaign = D
5th Campaign = E
27th Campaign = 1
28th Campaign = 2
Etc...
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Examples:
C1B = Launched in 2012, Interim Phase, 2nd Campaign Launched in 2012
E0A = Launched in 2014, Remedy Phase, 1st Campaign Launched in 2014
H0A = Launched in 2017, Remedy Phase, 1st Campaign Launched in 2017.
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B = 2011
C = 2012
D = 2013
E = 2014
F = 2015
G = 2016
H = 2017
Etc...
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Campaign Designation Decoder
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Please review this entire package with your Service and Parts staff to familiarize them with the proper stepby-step procedures required to implement this Limited Service Campaign.
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Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
© 2017 Toyota Motor North America
20
GUAM AND SAIPAN MARKET ONLY
Limited Service Campaign H0J – Remedy Notice
Certain 2007 – 2014 Model Year FJ Cruiser Vehicles
Fuel Tank Replacement
5,
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Frequently Asked Questions
Original Publication Date: September 12,
2017
Q1:
What is the condition?
A1:
Due to extreme ultraviolet (UV) and high humidity conditions unique to Guam and Saipan, material of the inlet
portion of the fuel tank may degrade, resulting in surface cracks. These cracks may grow over time due to
stress and high temperatures. As a result, a Malfunction Indicator Lamp (MIL) may illuminate and fuel seepage
may occur around the fuel tank inlet.
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Are there any warnings that this condition exists?
In some instances, the engine MIL in the dash may illuminate and fuel may seep around the fuel tank
inlet, causing a potential fuel odor.
Q2b:
A2b:
How long will this Limited Service Campaign be available?
This Limited Service Campaign will be offered an NO CHARGE until September 30, 2020
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Q2a:
A2a:
Which and how many vehicles are covered by this Limited Service Campaign?
There are approximately 900 vehicles in Guam and Saipan covered by this Limited Service Campaign.
Model Name
FJ Cruiser
A3a:
2007 - 2014
Late January 2006 – Mid-July 2014
Are there any other Lexus/Toyota/Scion vehicles covered by this Limited Service Campaign
in the U.S.?
No, there are no other Lexus/Toyota/Scion vehicles covered by this Limited Service Campaign.
How long will the repair take?
The repair takes approximately two 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 Limited Service Campaign?
Reimbursement consideration instructions will be provided in the owner letter.
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Q5:
A5:
Production Period
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Q4:
A4:
Model Year
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Q3a:
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Q3:
A3:
What is Toyota going to do?
Toyota will send an owner notification by first class mail starting in mid-September 2017 to all affected
customers in Guam and Saipan. Further, Toyota dealers will replace the fuel tank. The remedy will be
performed at NO COST to vehicle owners.
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Q2:
A2:
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Q6:
A6:
Q7:
A7:
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 1888-270-9371 Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
© 2017 Toyota Motor North America
FAQ Page 1 of 1
GUAM AND SAIPAN MARKET ONLY
Certain 2007 – 2014 Model Year FJ Cruiser Vehicles
Fuel Tank Replacement
Limited Service Campaign - Remedy Notice
[VIN]
Dear Toyota Customer:
At Toyota, we are dedicated to providing vehicles of outstanding quality and value. As part of our continuing efforts to
provide superior customer satisfaction, Toyota is announcing a Limited Service Campaign, which includes your
vehicle.
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You received this notice because our records, which are based primarily on state registration and title data, indicate
that you are the current owner.
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What is the condition?
Due to extreme ultraviolet (UV) and high humidity conditions unique to Guam and Saipan, material of the inlet portion
of the fuel tank may degrade, resulting in surface cracks. These cracks may grow over time due to stress and high
temperatures. As a result, a Malfunction Indicator Lamp (MIL) may illuminate and fuel seepage may occur around the
fuel tank inlet.
What will Toyota do?
Any authorized Toyota dealer will replace the fuel tank at NO CHARGE to you.
What should you do?
Please contact your authorized Toyota dealer to make an appointment to have the Fuel Tank replaced. The
remedy will take approximately two and a half hours. However, depending on the dealer’s work schedule, it
may be necessary to make your vehicle available for a longer period of time. This Program will be offered
until September 30, 2020 and will only be available at an authorized Toyota dealer.
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What if you have previously paid for repairs to your vehicle for this specific condition?
If you have previously paid for repair to your vehicle for this specific condition prior to receiving this letter, please mail
a copy of your repair order, proof-of-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
What if you have other questions?


Your local Toyota dealer will be more than happy to answer any of your questions.
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, you may do so by registering at
www.toyota.com/ownersupdate. You will need your full 17-digit Vehicle Identification Number (VIN) to input the new
information.
If you are a vehicle lessor, please assist us by forwarding this notice to the lessee.
We have sent this notice in the interest of your continued satisfaction with our products, and we sincerely regret any
inconvenience this condition may have caused you.
Thank you for driving a Toyota.
Sincerely,
TOYOTA MOTOR SALES, U.S.A., INC.