20TE10 - FAQ - P

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.
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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)
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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.
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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.
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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.
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