20TE03-Dealer Pa

Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: November 11, 2020
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
CUSTOMER SUPPORT PROGRAM 20TE03
Certain 2019 – 2020 Model Year RAV4 – Adventure and Limited grade AWD only
Coverage for Front Transfer Case Electro-Magnetic Clutch
Model / Years
2019 – 2020 RAV4
Production Period
Early March 2018 – Late October 2019
Approximate Total Vehicles
36,900
In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer Support Program to
provide coverage for the front transfer case electro-magnetic clutch on 2019 – 2020 model year RAV4 vehicles.
Background
This Customer Support Program provides coverage for a condition involving the front transfer case electro-magnetic clutch in
certain 2019 – 2020 model year RAV4 Adventure and Limited grade AWD vehicles. An abnormal buzz or groan noise from that
case can occur with Normal drive mode selected during disconnect/connect timing of the AWD system. This condition typically
occurs between 20 and 30 mph when accelerating from a stop, and/or between 20 and 13 mph on deceleration after driving
the vehicle for 15 minutes or longer.
Although the front transfer case electro-magnetic clutch is covered by Toyota’s New Vehicle Limited Warranty for 5 years or
60,000 miles (whichever comes first), we at Toyota care about the customers’ ownership experience. Toyota is providing
coverage for repairs related to abnormal buzz/groan noise from the front transfer case.
The following information is provided to inform you and your staff of the program notification schedule and your degree of
involvement.
© 2020 Toyota Motor Sales, USA
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Customer Support Program Details
This Customer Support Program provides coverage as it applies to the front transfer case electro-magnetic clutch. The
specific condition covered by this program is an abnormal buzz/groan noise from the front transfer case during one or both
of the following conditions with Normal drive mode selected:
•
•
Driving at 20 – 30 mph when accelerating from a stop during AWD system disconnect timing
Driving at 20 – 13 mph on deceleration during AWD system connect timing
If the condition is verified, the vehicle will be repaired with a new front transfer case electro-magnetic clutch and drain plug
and, if necessary, the AWD ECU may be reprogramed under the terms of this Customer Support Program.
•
This coverage is applicable for 10 years or 125,000 miles from the 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.
Covered Vehicles
There are approximately 36,900 vehicles covered by this Customer Support Program. Approximately 390 vehicles involved in
this Customer Support Program were distributed to Puerto Rico.
Owner Letter Mailing Date
Toyota will begin to notify owners in mid-November 2020, and will be mailed over several months. A sample of the owner
notification letter has been included for your reference.
© 2020 Toyota Motor Sales, USA
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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 Brand Engagement Center (1-888-2709371) - Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
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 NOT emission related; therefore, vehicles branded as salvage, total loss, true mileage unknown, or similar title
are NOT 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 Ed Hellwig (469) 292-1165 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. Dealers can identify which parts ordering
method to use by reviewing the parts information section of Dealer Daily and checking for a MAC code on the part numbers
below. For MAC code C, order through CPOR. For MAC code D, refer to the MAC report for further instructions.
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.
© 2020 Toyota Motor Sales, USA
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Part Number
04000-28142
Description
REPAIR KIT, TRANSFER*
Quantity
1
*The kit above includes the following components. Order the kit for the repair. DO NOT order the parts below individually,
they will not be accepted on warranty claims.
Part Number
12157-10010
41406-42012
90119-10461
90177-22001
90301-99240
90311-35056
90341-18035
90430-18008
90521-75002
Description
GASKET, DRAIN PLUG
CLUTCH SUB-ASSY, ELECTRO
MAGNETIC CONT
BOLT, W/WASHER
NUT, LOCK
RING, 0
SEAL, TYPE T OIL
PLUG SUB-ASSY, STRAIGHT SCREW
W/HEAD
GASKET
RING, HOLE SNAP
Quantity
2
1
1
1
1
1
1
2
1
All Customer Support Program (CSP) parts are eligible for the Monthly Parts Return Program. Please refer to PANT Bulletin 2011087 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:
•
•
•
•
Certified (Drivetrain)
Expert (Drivetrain)
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 TSB# T-SB-0019-20.
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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.
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: 41406-42010.
Op Code
TE03RF
TE03EM
•
•
•
Description
Confirm current AWD ECU Calibration ID
+
Update is needed - Reprogram the AWD ECU
+
Replace the electro-magnetic clutch and drain plug
Confirm current AWD ECU Calibration ID
+
Update is NOT needed - Replace the electro-magnetic
clutch and drain plug
Flat Rate Hours
4.2
3.7
8.6 liters of Automatic Transmission Fluid WS can be claimed at a maximum amount of $100.00 per vehicle under the sublet
type “OF" for all Op Codes above.
0.4 liters of Front Transfer Case Gear Oil (LX85 LSD Type) can be claimed at a maximum amount of $42.00 per vehicle under
the sublet type “OF" for all Op Codes above .
A loaner vehicle or alternative transportation through the Toyota Rent-A-Car (TRAC) can be claimed up to a maximum of 1
day as a sublet type “RT” under Op Code TE03RF.
o For rentals that exceed the maximum number of allowable days and/or dollars per day, refer to the Toyota
Transportation Assistance Policy (TTAP) for DSPM authorization requirements.
o Rental invoice MUST be attached to all rental claims. These claims may be subject to debit if rental invoice is not
attached.
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
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Campaign Designation / Phase Decoder
19TA01
19
T
A
01
Year Camp aig n
is La un ched
Vehicle Make
Field Actio n Categ o ry an d Pha se
Field Actio n Seq uen ce
A = Safety Recall Rem edy
B = Safety Recall Interim
C = Special Service Camp aign
D = Lim ited Service Cam paign
E = Custom er Sup port Program
F = Emissions Recall
01 = 1st Field Action of the year
02 = 2 nd Field Action of the year
03 = 3 rd 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 uniq ue
cases)
(The seq uence 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-by-step
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
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CUSTOMER SUPPORT PROGRAM 20TE03
Certain 2019-2020 Model Year RAV4 - Adventure and Limited grade AWD only
Coverage for Front Transfer Case Electro-Magnetic Clutch
Frequently Asked Questions
Original Publication Date: November 11, 2020
Q1:
A1:
What is the condition covered by this program?
This Customer Support Program provides coverage for a condition involving the front transfer case electro-magnetic
clutch in certain 2019 – 2020 model year RAV4 Adventure and Limited grade AWD vehicles. An abnormal buzz or
groan noise from that case can occur with Normal drive mode selected during disconnect/connect timing of the AWD
system. This condition typically occurs between 20 and 30 mph when accelerating from a stop, and/or between 20
and 13 mph on deceleration after driving the vehicle for 15 minutes or longer.
Q1a:
A1a:
Q2:
A2:
What is the front transfer case electro-magnetic clutch?
The front transfer case electro-magnetic clutch is a component within the front transfer case that is used to
change from 2WD to AWD
What is Toyota going to do?
Toyota will begin to send an owner notification by first class mail starting in mid-November 2020, 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 reprogram the AWD ECU, if necessary, and replace the front
transfer case electro-magnetic clutch and drain plug with new ones FREE OF CHARGE.
Q3:
A3:
Which and how many vehicles are covered by this Customer Support Program?
There are approximately 36,900 vehicles covered by this Customer Support Program.
Model Name
Model Year
Production Period
RAV4*
2019-2020
Early March 2018 – Late October 2019
*Only Adventure and Limited grade models with AWD are involved
Q3a:
A3a:
Are there any other Lexus/Toyota/Scion vehicles covered by this Customer Support Program in the U.S.?
No, there are no other Lexus/Toyota/Scion vehicles covered by this Customer Support Program.
Q3b:
A3b:
Are all RAV4s covered by this Customer Support Program?
No, only Adventure Grade and Limited Grade 2019 – 2020 Model Year RAV4s that have AWD are covered by
this Customer Support Program. RAV4 HV Limited AWD vehicles use a different transfer case clutch that is
not affected by this condition.
© 2020 Toyota Motor Sales, USA
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Q4:
A4:
What are the details of this program?
This Customer Support Program provides coverage as it applies to front transfer case electro-magnetic clutch. If the
condition is verified, the vehicle will be repaired with a new front transfer case electro-magnetic clutch and drain plug
and, if necessary, the AWD ECU may be reprogramed under the terms of this Customer Support Program.
•
This coverage is applicable for 10 years or 125,000 miles from the 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.
Q5:
A5:
Which part(s) are covered by this Customer Support Program?
The specific component covered by this Customer Support Program is as follows:
•
•
•
Q6:
A6:
Front transfer case electro-magnetic clutch
Front transfer case drain plug
AWD ECU reprograming
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:
A6a:
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.
Q7:
A7:
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.
Q8:
A8:
How long will the repair take?
The repair takes approximately four 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.
Q9:
A9:
What if I previously paid for repairs related to this Customer Support Program?
Reimbursement consideration instructions will be provided in the owner letter.
Q10:
A10:
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.
Q11:
A11:
What if I have additional questions or concerns?
If you have additional questions or concerns, please contact the Toyota Brand Engagement 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.
© 2020 Toyota Motor Sales, USA
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TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
CUSTOMER SUPPORT PROGRAM NOTIFICATION
[VIN]
E
Dear Toyota Owner:
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.
PL
This Customer Support Program provides coverage for a condition involving the front transfer case electro-magnetic clutch. An
abnormal buzz or groan noise from that case can occur with Normal drive mode selected during disconnect/connect timing of
the AWD system. This condition typically occurs between 20 and 30 mph when accelerating from a stop, and/or between 20
and 13 mph on deceleration after driving the vehicle for 15 minutes or longer.
If the condition is verified, the vehicle will be repaired with a new front transfer case electro-magnetic clutch and drain plug
and, if necessary, the AWD ECU may be reprogramed under the terms of this Customer Support Program.
Coverage
10 years or 125,000 miles from the date of first use, whichever occurs first.
M
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.
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.
SA
If you have experienced this condition, we recommend you contact any authorized Toyota dealer and make arrangements for
diagnosis and, if applicable, repair. The repair will take approximately 4 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.
© 2020 Toyota Motor Sales, USA
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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 Brand Engagement Center (1888-270-9371) - 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/updateinfo-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 Brand Engagement 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.
Sincerely,
M
Thank you for driving a Toyota.
SA
TOYOTA MOTOR SALES, U.S.A., INC.
© 2020 Toyota Motor Sales, USA
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▼ Remove at perforation and place in the back of your owner’s manual ▼
This Customer Support Program provides coverage as it applies to the front
transfer case electro-magnetic clutch. The specific condition covered by this
program is an abnormal buzz/groan noise from the front transfer case during one
or both of the following conditions with Normal drive mode selected:
•
E
•
Driving at 20 – 30 mph when accelerating from a stop during AWD system
disconnect timing
Driving at 20 – 13 mph on deceleration during AWD system connect
timing
A voluntary Customer Support Program has been initiated for your
vehicle
Customer Support Program Details
If the condition is verified, the vehicle will be repaired with a new front transfer
case electro-magnetic clutch and drain plug and, if necessary, the AWD ECU may
be reprogramed under the terms of this Customer Support Program.
PL
This coverage is applicable for 10 years or 125,000 miles from the date of first use,
whichever occurs first.
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
© 2020 Toyota Motor Sales, USA
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TOYOTA
CUSTOMER SUPPORT PROGRAM
FREQUENTLY ASKED QUESTIONS
What is the front transfer case electro-magnetic clutch?
The front transfer case electro-magnetic clutch is a component within the front transfer case that is used to
change from 2WD to AWD
Q13:
A13:
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 Program.
Q14:
A14:
If my vehicle does not have this condition, do I need to make an appointment with my dealership?
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.
Q15:
A15:
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.
Q16:
A16:
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.
Q17:
A17:
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.
Q18:
A18:
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
M
PL
E
Q12:
A12:
© 2020 Toyota Motor Sales, USA