20TE10 - DL- Pub

Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: October 7, 2020
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
CUSTOMER SUPPORT PROGRAM 20TE10
Certain 2013-2015 Model Year Prius
Certain 2014-2017 Model Year Prius V
Extension of Coverage to the Intelligent Power Module (IPM)
Model / Years
Prius / 2013 - 2015
Prius V / 2014 -2017
Production Period
Mid-March 2013 – Early
November 2015
Late June 2014 – Late
November 2017
Approximate Total
Vehicles
204,800
61,800
In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer Support
Program to extend the coverage for repairs related to failure of the Intelligent Power Module (IPM). The
vehicles covered under this Customer Support Program must first have Safety Recall 20TA10 (launched in late
June 2020) performed.
Background
This Customer Support Program provides coverage as it applies to the Intelligent Power Module (IPM). The
specific condition covered by this program is failure of the Intelligent Power Module (IPM) located inside the
inverter assembly of the hybrid system. This condition is indicated by hybrid system diagnostic trouble codes
(DTCs): P0A94, P324E, P3004, and/or P0A1A that your dealer can find by use of a special diagnostic tool. If
one or more of these DTCs are detected, various warning lamps on the instrument panel will also illuminate
and the vehicle will enter fail safe driving mode. The vehicles covered under this Customer Support Program
must first have Safety Recall 20TA10 performed. If the condition is verified, an appropriate remedy will be
performed under the terms of this Customer Support Program
Although the Intelligent Power Module (IPM) is covered by Toyota’s New Vehicle Limited Warranty for 8 years
or 100,000 miles (whichever comes first), we at Toyota care about the customers’ ownership experience. Toyota
is providing additional coverage for repairs related to the Intelligent Power Module (IPM).
Note: For California-certified Prius (NOT Prius V) vehicles sold, registered, and normally operated in California,
Connecticut, Maine, Maryland, Massachusetts, New Jersey,), New York, Oregon, Rhode Island, and Vermont,
the Toyota New Vehicles Limited Warranty coverage is 15 years from the date of first use, or 150,000 miles
(whichever occurs first).
© 2020 Toyota Motor Sales, USA
Customer Support Program 20TE10- D - Page |2
The following information is provided to inform you and your staff of the program notification schedule and
your degree of involvement.
Customer Support Program Details
This Customer Support Program provides coverage as it applies to the Intelligent Power Module (IPM). The
specific condition covered by this program is failure of the Intelligent Power Module (IPM) located inside
the inverter assembly of the hybrid system. This condition is indicated by hybrid system diagnostic trouble
codes (DTCs): P0A94, P324E, P3004, and/or P0A1A that your dealer can find by use of a special diagnostic
tool. If one or more of these DTCs are detected, various warning lamps on the instrument panel will also
illuminate and the vehicle will enter fail safe driving mode. The vehicles covered under this Customer
Support Program must first have Safety Recall 20TA10 performed. If the condition is verified, an appropriate
remedy will be performed under the terms of this Customer Support Program.*
•
This coverage will be offered for 15 years with no mileage limitation from the date of first use (DOFU).
*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 266,600 vehicles covered by this Customer Support Program. Approximately 120
vehicles were distributed to Puerto Rico.
Owner Letter Mailing Date
Toyota will begin to notify owners in mid-October 2020 and will be mailed over several months. A sample of
the owner notification letter has been included for your reference.
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.
© 2020 Toyota Motor Sales, USA
Customer Support Program 20TE10- D - Page |3
Salvage Title Vehicles
There is no New Vehicle Limited Warranty coverage or non-emission CSP coverage for vehicles that have been
branded as salvage, total loss, true mileage unknown, or similar title under any state’s law. Nonetheless, every
attempt should be made to complete an open emission related CSP when circumstances permit, unless noted
otherwise in the CSP dealer letter.
•
This CSP IS emission related; therefore, vehicles branded as salvage, total loss, true mileage unknown, or
similar title ARE ELIGIBLE for coverage under this CSP.
For complete details on this policy, refer to Toyota Warranty Policy 4.17, “What Is Not Covered by The Toyota
New Vehicle Limited Warranty”.
Customer Marketing
Direct marketing of this Customer Support Program is strictly prohibited pursuant to the Toyota Warranty
Policy 5.22, “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.
Inverter component or assembly replacement MAY BE necessary based on the vehicle condition and diagnosis
as per T-SB-0036-16. ONLY ORDER the necessary parts based on the vehicle’s diagnosed condition. These
parts can be found in T-SB-0036-16.
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.
© 2020 Toyota Motor Sales, USA
Customer Support Program 20TE10- D - Page |4
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:
• Hybrid Expert Technician
• Master Technician
• 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-0036-16.
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 20TE10- 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. If the vehicle is still under the New Vehicle Limited Warranty – Powertrain, an OFP must be input on
the claim. The OFP to list on the claim should be: G9200-#####
**NOTE**
•
Warranty Op Codes have 2 separate tables below. First table is for Prius only. Second table is for Prius
V only.
Prius Vehicles ONLY
Description
Replace the IPM (Intelligent Power Module)
1.
Replace the MG ECU
2.
Replace the inverter current sensor sub-assembly
3.
Replace the inverter assembly
4.
Op Codes
Description (Reference Chart Above)
1
2
E10001

E10002


E10003


3
2.9
2.9
3.0

E10004
•
4
Dealer Flat Rate
Time

2.0
The cost of super long-life coolant will be reimbursed under sublet type “OF” under ALL remedy op codes
for up to 1.2 liters per vehicle for a MAX of $15.
© 2020 Toyota Motor Sales, USA
Customer Support Program 20TE10- D - Page |6
Prius V Vehicles ONLY
Description
Replace the IPM (Intelligent Power Module)
1.
Replace the MG ECU
2.
Replace the inverter current sensor sub-assembly
3.
Replace the inverter assembly
4.
Op Codes
Description (Reference Chart Above)
1
2
E10101

E10102


E10103


3
Flat Rate Time
3.2
3.2
3.5

E10104
•
4

1.6
The cost of super long-life coolant will be reimbursed under sublet type “OF” under ALL remedy op codes
for up to 1.2 liters per vehicle for a MAX of $15.
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.
© 2020 Toyota Motor Sales, USA
Customer Support Program 20TE10- D - Page |7
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 20TE10
Certain 2013-2015 Model Year Prius
Certain 2014-2017 Model Year Prius V
Extension of Coverage to the Intelligent Power Module (IPM)
Frequently Asked Questions
Original Publication Date: October 7, 2020
BACKGROUND
In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer Support
Program to extend the coverage for repairs related to failure of the Intelligent Power Module (IPM). The
vehicles covered under this Customer Support Program must first have Safety Recall 20TA10 (launched in late
June 2020) performed.
Q1:
A1:
What is the condition?
This Customer Support Program provides coverage as it applies to the Intelligent Power Module
(IPM). The specific condition covered by this program is failure of the Intelligent Power Module (IPM)
located inside the inverter assembly of the hybrid system. This condition is indicated by hybrid
system diagnostic trouble codes (DTCs): P0A94, P324E, P3004, and/or P0A1A that your dealer can
find by use of a special diagnostic tool. If one or more of these DTCs are detected, various warning
lamps on the instrument panel will also illuminate and the vehicle will enter fail safe driving mode.
The vehicles covered under this Customer Support Program must first have Safety Recall 20TA10
performed. If the condition is verified, an appropriate remedy will be performed under the terms of
this Customer Support Program
Q1a:
What is the Hybrid System Inverter?
A1a:
The hybrid system inverter converts high-voltage direct current (DC), stored in the HV battery,
into high-voltage alternating current (AC) for the motor generator. It also converts AC into DC
during regenerative braking for storage in the HV battery.
FAQ Page 1 of 5
© 2020 Toyota Motor Sales, USA
Q1b:
Which Warning Lamps are illuminated on the instrument panel when the vehicle enters failsafe driving mode?
A1b
The various warning lamps shown below will illuminate on the instrument panel if the
Intelligent Power Module (IPM) fails. The vehicle will also enter a fail-safe mode
Warning Lights
Prius V Without Multi-Information
Display (MID)
Warning Lights
Prius V With Multi-Information Display (MID) and
Prius
Master Warning Light
Hybrid system warning
.
Hybrid system warning message
Slip Indicator
PCS system warning message
Check Engine Warning
Light
(Yellow Light)
Electronically Controlled
Brake System Warning
Light
(if equipped)
NOTE: If PCS
equipped.
Display switches
Slip Indicator
Check Engine Warning Light
Electronically Controlled Brake
System Warning Light
(Yellow Light)
FAQ Page 2 of 5
© 2020 Toyota Motor Sales, USA
Q2:
A2:
What is Toyota going to do?
Toyota will send an owner notification by first class mail starting in mid-October 2020, advising owners
of this Customer Support Program.
If the owner experiences the Warning Lights and Warning Messages (shown above) and the vehicle
enters Fail-Safe Driving Mode, he/she should contact his/her local authorized Toyota dealership for
diagnosis and repair. Safety Recall 20TA10 must first be completed on the vehicle before this Customer
Support Program is performed (if applicable). If the condition is covered by the terms of this Customer
Support Program, an appropriate remedy will be performed at no charge to the vehicle’s owner. This
Customer Support Program covers failure of the IPM and other internal inverter components
potentially damaged by IPM failure. Please see your local authorized Toyota dealer for additional
details.
Q3:
A3:
Q4:
A4:
Which and how many vehicles are covered by this Customer Support Program?
There are approximately 266,600 vehicles covered by this Customer Support Program. Approximately
120 vehicles were distributed to Puerto Rico.
Model Name
Model Year
Production Period
Prius
Prius V
2013 - 2015
2014 - 2017
Mid-March 2013 – Early November 2015
Late June 2014 – Late November 2017
What are the details of this program?
This Customer Support Program provides coverage as it applies to failure of the Intelligent Power
Module (IPM). The vehicles covered under this Customer Support Program must first have Safety Recall
20TA10 performed. If the condition is verified, an appropriate remedy will be performed under the
terms of this Customer Support Program.
•
The coverage will be offered for 15 years with no mileage limitation from the date of first use
(DOFU).
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 3 of 5
© 2020 Toyota Motor Sales, USA
Q5:
A5:
Q6:
A6:
Which part(s) are covered by this Customer Support Program?
This condition is indicated by hybrid system diagnostic trouble codes (DTCs): P0A94, P324E, P3004,
and/or P0A1A. If any of these DTCs are present, this Customer Support Program covers failure of the
IPM and other internal inverter components potentially damaged by IPM failure.
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, 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.
Q7:
What if the dealer performs diagnosis and determines that the vehicle does not have the conditions
covered by this Customer Support Program?
A7:
The warning lights and stored hybrid system DTCs can be triggered due to conditions detected not
specific to the inverter assembly and its internal components. These additional conditions may require
diagnosis or repairs not specifically covered by this Customer Support Program. Please be aware that
if the condition does not relate to the DTCs or warning lights, vehicle owners may be responsible for
the initial diagnostic fees and any other repairs they decide to have performed. Any authorized Toyota
Dealership can determine if a condition is covered by this Customer Support Program.
Q8:
A8:
What if an owner HAS NOT experienced this condition but would like to have the repair completed?
Q9:
A9:
Q10:
A10:
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?
Replacement of the IPM and other internal inverter components potentially damaged by IPM failure
will take approximately 3 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.
FAQ Page 4 of 5
© 2020 Toyota Motor Sales, USA
Q11:
A11:
Q12:
A12:
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 5 of 5
© 2020 Toyota Motor Sales, USA
TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
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 some reports where the Intelligent Power Module (IPM) located inside the inverter
assembly of the hybrid system may fail.
M
This Customer Support Program provides coverage as it applies to the Intelligent Power Module (IPM). The
specific condition covered by this program is failure of the Intelligent Power Module (IPM) located inside the
inverter assembly of the hybrid system. This condition is indicated by hybrid system diagnostic trouble codes
(DTCs): P0A94, P324E, P3004, and/or P0A1A that your dealer can find by use of a special diagnostic tool. If
one or more of these DTCs are detected, various warning lamps on the instrument panel will also illuminate
and the vehicle will enter fail safe driving mode. The vehicles covered under this Customer Support Program
must first have Safety Recall 20TA10 performed. If the condition is verified, an appropriate remedy will be
performed under the terms of this Customer Support Program
Coverage
SA
15 years from the date of first use (DOFU) with no mileage limitation.
If this condition occurs, various warning lamps shown below will illuminate on the instrument panel if the
Intelligent Power Module (IPM) fails. The vehicle will also enter a fail-safe driving mode.
Warning Lights
Prius V Without Multi-Information
Display (MID)
Warning Lights
Prius V With Multi-Information Display (MID) and
Prius
Master Warning Light
E
Hybrid system warning
.
Hybrid system warning message
PL
Slip Indicator
PCS system warning message
(if equipped)
Check Engine Warning
Light
NOTE: If PCS
equipped.
Display switches
SA
M
(Yellow Light)
Electronically Controlled
Brake System Warning
Light
Slip Indicator
Check Engine Warning Light
Electronically Controlled Brake
System Warning Light
(Yellow Light)
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 3 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 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.
If you would like to update your vehicle ownership or contact information, please visit
https://www.toyota.com/recall/update-info-toyota.You will need your full 17-digit Vehicle Identification
Number (VIN) to input the new information.
E
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:
PL
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 ▼
•
PL
E
This Customer Support Program provides coverage as it applies to the
Intelligent Power Module (IPM). The specific condition covered by this
program is failure of the Intelligent Power Module (IPM) located inside
the inverter assembly of the hybrid system. This condition is indicated by
hybrid system diagnostic trouble codes (DTCs): P0A94, P324E, P3004,
and/or P0A1A that your dealer can find by use of a special diagnostic
tool. If one or more of these DTCs are detected, various warning lamps
on the instrument panel will also illuminate and the vehicle will enter fail
safe driving mode. The vehicles covered under this Customer Support
Program must first have Safety Recall 20TA10 performed. If the condition
is verified, an appropriate remedy will be performed under the terms of
this Customer Support Program
*.
A voluntary Customer Support Program has been initiated for your vehicle
Customer Support Program Details
The Coverage will be offered for 15 years from the date of first use,
regardless of mileage.
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
Q1:
A1:
Is this a recall?
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
Q4:
A4:
Q5:
A5:
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:
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.
PL
Q3:
A3:
If my vehicle does not have this condition, do I need to make an appointment with my dealership?
M
Q2:
A2:
E
Program.