20TE04 - RAV4 HV
Service Bulletin Details
Public Details for: 20TE04 - RAV4 HV
Dp: toyota has received customer reports of certain 2019-2020 model year rav4 hv vehicle fuel gauges displaying less than full and/or total fuel dispensed is less than expected, when the fuel nozzle automatically clicks off. Some customer r
Models from 2020
2020 TOYOTA RAV4 |
Models from 2019
2019 TOYOTA RAV4 |
◄ IMPORTANT UPDATE ► The attached Dealer Letter has been updated. Refer to the details below. DATE 12/22/2020 11/18/2020 10/29/2020 TOPIC Fuel sublet cost on page 8 has been updated. Flow table added to the ‘Warranty Reimbursement Procedures’ section. The warranty reimbursement table 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 Customer Support Program 20TE04 - D - Page |2 Toyota Motor Sales, USA, Inc. 6565 Headquarters Drive Plano, TX 75024 (469) 292-4000 Original Publication Date: October 29, 2020 To: All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers CUSTOMER SUPPORT PROGRAM 20TE04 Certain 2019 - 2020 Model Year RAV4 HV Coverage for Vehicle Refueling Performance Model / Years 2019 – 2020 RAV4 HV Production Period Mid-August 2018 – Early July 2020 Approximate Total Vehicles 143,600 In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer Support Program to provide coverage for Fuel Tank and Fuel Sender Gauge Unit on 2019 – 2020 RAV4 HV. Background Toyota has received customer reports of certain 2019-2020 model year RAV4 HV vehicle fuel gauges displaying less than full and/or total fuel dispensed is less than expected, when the fuel nozzle automatically clicks off. Some customer reports have also noted the “Distance to Empty” shown on the multi-information display is less than expected. Based on our investigation, Toyota believes these conditions to be primarily related to a variation of fuel tank shape and the potential for the fuel sender gauge to become inclined. These conditions can cause the fuel level to be read incorrectly and may cause the low fuel light to illuminate with more fuel in the tank than usual. Although the fuel tank and fuel sender gauge unit are covered by Toyota’s New Vehicle Limited Warranty for normal Basic 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 refueling performance concerns. Note: Fuel tanks are covered under the normal California Emissions Control Warranty period, 7 years or 70,000 miles (whichever comes first), for the following states: Connecticut, Delaware, Maine, Maryland, Massachusetts, New Jersey, New York, Oregon, Pennsylvania, Rhode Island, Vermont, and Washington. 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 Customer Support Program 20TE04 - D - Page |3 Customer Support Program Details This Customer Support Program provides coverage as it applies to the fuel tank and fuel sender gauge unit. The specific condition covered by this program is vehicle refueling performance. If the condition is verified, the vehicle will be repaired with a new fuel tank and fuel sender gauge unit under the terms of this Customer Support Program. • Coverage is applicable for 8 years from the date of first use or 100,000 miles, 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 143,600 vehicles covered by this Customer Support Program. Approximately 500 vehicles involved in this Customer Support Program were distributed to Puerto Rico. Program Phase Schedule Toyota is administering this program in multiple phases. Phase 1 – Customer Notification In the interest of customer satisfaction, Toyota first notified owners via first class mail between late May 2020 and mid-July 2020 about this program, informed owners that Toyota is working on the repair for their vehicle, and that they will be re-notified when the repair becomes available. Phase 2 – Repair Available, Customer Re-notification and approximately 10,200 vehicles added In late October 2020 Toyota launched the repair portion of this program and included approximately 10,200 additional vehicles to this Customer Support Program. Toyota will begin re-notifying the owners involved in phase 1 regarding the availability of the repair in early November 2020. Owner Letter Mailing Date Toyota will begin to notify owners in early November 2020. A sample of the owner notification letter has been included for your reference. © 2020 Toyota Motor Sales, USA Customer Support Program 20TE04 - D - Page |4 Dealer Inventory Procedures New and Used Vehicles in Dealership Inventory (In-Stock Vehicles) Toyota expects dealers to use the attached Vehicle Disclosure Form to inform buyers about this Customer Support Program. Dealers are expected to provide a copy of the completed form, along with the most current Customer Notification Letter with included FAQ, to the vehicle buyer. Keep the completed form on file at the dealership and send a copy to [email protected]. In the subject line of the email state, “Disclosure Form 20TE04” and include the VIN. NOTE: Dealers can identify if any of their new and used inventory is potentially eligible for this Customer Support Program in the Warranty Tab on Service Lane (https://one.tis.toyota.com/serviceLane). 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 (1-888-270-9371) - 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 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 5.21, “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 Ed Hellwig (469) 292-1165 in Toyota Corporate Communications. Please do not provide this number to customers. Please provide this contact only to media. © 2020 Toyota Motor Sales, USA Customer Support Program 20TE04 - D - Page |5 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. Part Number 04000-15142 04000-15247 04000-16142 Description TANK SUB-ASSY, FUEL SSP KIT GASKET, FUEL SUCTION TUBE SET SSP KIT GAUGE ASSY, FUEL SENDER Quantity 1 1 1 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 (any specialty) Expert (any specialty) 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-0000-00. Note: In order to perform the inspection outlined in T-SB-0000-00, the owner must fill their fuel tank until the nozzle automatically clicks off prior to arriving at the dealership. This requirement is also outlined in the owner letter. Please remind the vehicle owner about this requirement when an appointment for inspection is made. As outlined in the Warranty Reimbursement section, if an inspection is performed and no problem is found, your dealership will only be reimbursed for up to 1 gallon of fuel for the inspection. © 2020 Toyota Motor Sales, USA Customer Support Program 20TE04 - D - Page |6 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 20TE04 - D - Page |7 Warranty Reimbursement Procedures Reimbursement Procedure Verify Vehicle Eligibility Check TIS VehicleDidInquiry System to verify vehicle eligibility Not Covered Covered Request customer to arrive with vehicle fuel filled until fuel pump auto stop No further action required Educate customer about normal refueling operation using the FAQ in the Dealer Letter. Diagnose vehicle per T-SB-0109-20. Is covered condition present? No Identify correct opcode for diagnosis below. Yes Repair vehicle. Follow the repair procedure in T-SB-0109-20 and file warranty claim for inspection with repair Was fuel drained during inspection? Was repair performed on the same day as the inspection? File Op. No. RAV049 Was fuel drained during inspection? Yes File Op. No. RAV046 No Yes File Op. No. RAV041 File Op. No. RAV044 File Op. No. RAV042 Yes No No Was fuel added during inspection? No Yes Was fuel added during inspection? No Was fuel drained during inspection? Yes Was repair performed on the same day as the inspection? Yes Yes No File Op. No. RAV047 No File Op. No. RAV043 File Op. No. RAV048 Return vehicle to customer. © 2020 Toyota Motor Sales, USA File Op. No. RAV045 Customer Support Program 20TE04 - D - Page |8 Type Operation 1. 2. 3a. 3b. 4. 5. Inspection Repair • • Take to gas station and fill until fuel pump auto stop 'Fuel Input Level' check Draining Fuel check *If replacement of part(s) is the same day or not required Draining Fuel check *If replacement of part(s) is not same day as inspection Replace Fuel Tank sub assembly Replace Sender gauge assembly Operation 3a 3b Op. No. Flat Rate Time (hours/vehicle) - RAV041 0.2 - - RAV042 0.5 - ● ● RAV043 2.4 ● - - - RAV044 1.1 ● ● - ● ● RAV045 2.4 - ● ● - - - RAV046 0.8 - ● ● - ● ● RAV047 2.1 ● ● - ● ● ● RAV048 3.0 - ● - ● ● ● RAV049 2.7 1 2 4 5 - ● - - - ● ● - - ● ● - ● ● ● The cost for gasoline (filling until gas pump auto-stop, Max. 1 gallon at $4.50) will be reimbursed under the sublet cost column for the Op. No. RAV042, RAV043, RAV044, RAV045 and RAV048 with sublet type “GA”. The cost for gasoline (filling up fuel to full tank, Max. 14.5 gallon at $65.75) will be reimbursed under the sublet cost column for the Op. No. RAV043, RAV045, RAV047, RAV048, and RAV049 with sublet type “GA”. 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 20TE04 - D - Page |9 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 20TE04 Certain 2019 - 2020 Model Year RAV4 HV Coverage for Vehicle Refueling Performance Frequently Asked Questions Original Publication Date: October 29, 2020 Q1: A1: Q2: A2: What is the condition? Toyota has received customer reports of certain 2019-2020 model year RAV4 HV vehicle fuel gauges displaying less than full and/or total fuel dispensed is less than expected, when the fuel nozzle automatically clicks off when refueling. Some customer reports have also noted the “Distance to Empty” shown on the multi-information display is less than expected. Based on our investigation, Toyota believes these conditions to be primarily related to a variation of fuel tank shape and the potential for the fuel sender gauge to become inclined. These conditions can cause the fuel level to be read incorrectly and may cause the low fuel light to illuminate with more fuel in the tank than usual. What is Toyota doing? Toyota is administering this program in multiple phases. Phase 1 – Customer Notification In the interest of customer satisfaction, Toyota first notified owners via first class mail between late May 2020 and mid-July 2020 about this program, informed owners that Toyota is working on the repair for their vehicle, and that they will be re-notified when the repair becomes available. Phase 2 – Repair Available and Customer Re-notification and approximately 10,200 vehicles added In late October 2020 Toyota launched the repair portion of this program and included approximately 10,200 additional vehicles to this Customer Support Program. Toyota started re-notifying the owners involved in phase 1 regarding the availability of the repair in early November 2020. Q3: A3: Which and how many vehicles are covered by this Customer Support Program? There are approximately 143,600 vehicles covered by this Customer Support Program. Model Name Model Year Production Period RAV4 HV 2019 - 2020 Mid-August 2018 – Early July 2020 Q3a: Are there any other vehicles covered by this Customer Support Program in the U.S.? A3a: No. Q3b: Will any other vehicles be covered in the future? A3b: Certain additional 2020 - 2021 RAV4 HV vehicles will be added to this program in the future if they are equipped with the same affected parts as those covered by this program. Q4: A4: Q5: A5: What are the details of this program? This Customer Support Program provides coverage for involved vehicles which are not equipped with an updated fuel tank and fuel sender gauge unit. Toyota will repair vehicles with a new fuel tank and fuel sender gauge unit under the terms of this Customer Support Program if the condition is verified. If your vehicle is not experiencing these conditions, you do not need the repair. Q4a: Will this condition affect my fuel economy? A4a: No. This condition will not result in an increase or decrease in fuel economy. Q4b: Will this condition cause me to run out of fuel? A4b: As indicated in the owner's manual, customers should still refuel when the low fuel light illuminates, and when refueling, customers should not "top off" the fuel tank. Importantly, this condition causes the low fuel light to illuminate with more fuel in the fuel tank than usual. As such, refueling when the low fuel light illuminates should prevent an owner from running out of fuel. How should my fuel tank operate during normal refueling? The image below provides a visualization of the normal amount of fuel that is dispensed during refueling when the low fuel light is on until the auto-stop activates in the fuel pump nozzle. Note that the refueling amount is less than the total tank capacity of 14.5 gallons listed in the Owner’s Manual. Like other Toyota vehicles, 2019-2020 RAV4 HV vehicles are designed to have a reserve of fuel remaining when the low fuel light comes on. This reserve is to reduce the risk of customers unexpectedly running out of fuel. Additionally, the fuel system is designed to prevent fuel “splash back” during refueling after auto-stop of the fuel pump nozzle. This, including other factors (fuel volume being dispensed, temperature, differences in fuel pump nozzles from gas station to gas station) may affect the total gallons dispensed during refueling. It is also important to note that the displayed “Distance to Empty” is an estimate based on a number of factors including historical driving behavior, road conditions, weather conditions, etc. Q6: A6: If my vehicle is not experiencing the conditions, do I still need to have the repair performed? Q7: A7: What is involved in the repair? No. Only vehicles experiencing the conditions will need to have the repairs performed. The vehicle will be repaired with a new fuel tank and fuel sender gauge unit under the terms of the Customer Support Program if the condition is verified. NOTE: Your vehicle will need to have the fuel tank filled completely until the auto-stop activates in the fuel pump nozzle before arriving at the dealer for inspection. Q8: A8: Is the Customer Support Program coverage transferable if I sell my vehicle? Q9: How does Toyota obtain my mailing information? A9: Toyota uses an industry provider who works with each state’s Department of Motor Vehicles (DMV) to Yes, this Customer Support Program coverage is fully transferrable to subsequent vehicle owners for the condition and terms specified in the notification letter. receive registration or title information, based upon the DMV records. Please make sure your registration or title information is correct. Q10: What if I have additional questions or concerns? A10: 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. TOYOTA Toyota Motor Sales, USA, Inc. 6565 Headquarters Drive Plano, TX 75024 CUSTOMER SUPPORT PROGRAM NOTIFICATION 2019 – 2020 RAV4 HV Vehicle Refueling Performance 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. M Toyota has received customer reports of certain 2019-2020 model year RAV4 HV vehicle fuel gauges displaying less than full and/or total fuel dispensed is less than expected, when the fuel nozzle automatically clicks off when refueling. Some customer reports have also noted the “Distance to Empty” shown on the multiinformation display is less than expected. Based on our investigation, Toyota believes these conditions to be primarily related to a variation of fuel tank shape and the potential for the fuel sender gauge to become inclined. These conditions can cause the fuel level to be read incorrectly and may cause the low fuel light to illuminate with more fuel in the tank than usual. This Customer Support Program provides coverage as it applies to fuel tanks and fuel sender gauge units. The specific condition covered by this program is vehicle refueling performance. If the condition(s) are verified, the vehicle will be repaired with a new fuel tank and fuel sender gauge unit under the terms of this Customer Support Program. If your vehicle is not experiencing these conditions, you do not need the repair. Coverage SA Applicable for 8 years from the date of first use or 100,000 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. Refer to the table below to determine if the condition is present. Condition Fuel Gauge Less than Full After refueling until the fuel nozzle automatically stops, the fuel gauge needle does not rise to the F line. How to Determine if Condition is Present Refuel the vehicle until the fuel nozzle automatically stops. Observe the position of the fuel gauge needle. If the needle does not reach F as shown above, the condition may be present. M PL E Description Total Fuel Dispensed is Less than Expected Amount of fuel dispensed into the tank during each refueling is less than expected. Wait until the next point in which the low fuel level light illuminates, then refuel the vehicle until the fuel nozzle automatically stops. If the refueling amount is less than 9.8 gallons, the condition may be present. If the refueling amount is 9.8 gallons or more, the vehicle’s condition is normal, please refer to the FAQ included with this letter for more detail. SA If you have experienced either of the conditions, please contact any authorized Toyota dealer and make arrangement for inspection and, if applicable, repair. The inspection will take approximately 1 hour and if the condition(s) are confirmed, the repair will take approximately 1 hour. However, depending on the dealer’s work schedule, it may be necessary to make your vehicle available for a longer period of time. NOTE: Your vehicle will need to have the fuel tank filled completely until the auto-stop activates in the fuel pump nozzle before arriving at the dealer for inspection. If you have not experienced the conditions described in the table above, there is no action necessary at this 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 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. E 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. 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, PL Thank you for driving a Toyota. SA M TOYOTA MOTOR SALES, U.S.A., INC. Customer Support Program Details This Customer Support Program provides coverage as it applies to the fuel tank and fuel sender gauge unit. The specific condition covered by this program is vehicle fuel gauges displaying less than full and/or total fuel dispensed is less than expected, when the fuel nozzle automatically clicks off when refueling. If the condition is verified, the vehicle will be repaired with a new fuel tank and fuel sender gauge unit under the terms of this Customer Support Program*. This coverage is applicable for 8 years from the date of first use or 100,000 miles, whichever occurs first. E • A voluntary Customer Support Program has been initiated for your vehicle ▼ Remove at perforation and place in the back of your owner’s manual ▼ Please note that this coverage is for work performed at an authorized Toyota dealer only. PL 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 Program. If my vehicle does not have this condition, do I need to make an appointment with my dealership? Q3: A3: Is the Customer Support Program coverage transferable if I sell my vehicle? Q4: A4: What should I do if my vehicle has the condition described? Q5: A5: Will this condition affect my fuel economy? Q6: A6: Will this condition cause me to run out of fuel? E Q2: A2: PL 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. Yes, this Customer Support Program coverage is fully transferrable to subsequent vehicle owners for the condition and terms specified in the notification letter. If you experience this condition, please contact any authorized Toyota dealer and make arrangements for diagnosis and, if applicable, repair. M No. This condition will not result in an increase or decrease in fuel economy. SA As indicated in the owner's manual, customers should still refuel when the low fuel light illuminates, and when refueling, customers should not "top off" the fuel tank. Importantly, this condition causes the low fuel light to illuminate with more fuel in the fuel tank than usual. As such, refueling when the low fuel light illuminates should prevent an owner from running out of fuel. Q7: A7: How should my fuel tank operate during normal refueling? The image below provides a visualization of the normal amount of fuel that is dispensed during refueling when the low fuel light is on until the auto-stop activates in the fuel pump nozzle. Note that the refueling amount is less than the total tank capacity of 14.5 gallons as stated in the Owner’s Manual. SA M PL E Like other Toyota vehicles, 2019-2020 RAV4 HV vehicles are designed to have a reserve of fuel remaining when the low fuel light comes on. This reserve is to reduce the risk of customers unexpectedly running out of fuel. Additionally, the fuel system is designed to prevent fuel “splash back” during refueling after auto-stop of the fuel pump nozzle. This, including other factors (fuel volume being dispensed, temperature, differences in fuel pump nozzles from gas station to gas station) may affect the total gallons dispensed during refueling. It is also important to note that the displayed “Distance to Empty” is an estimate based on a number of factors including historical driving behavior, road conditions, weather conditions, etc. Q8: A8: Which part(s) are covered by this Customer Support Program? Q9: A9: What if the diagnosis is performed and my vehicle is not covered by the Customer Support Program? Refer to the owner letter to find the specific component(s) covered by this program. Please be aware that, if the condition is not covered by this Customer Support Program, you may be responsible for 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. TOYOTA Toyota Motor Sales, USA, Inc. 6565 Headquarters Drive Plano, TX 75024 (469) 292-4000 2019-2020 RAV4 HV Coverage for Vehicle Refueling Performance Customer Support Program 20TE04 Thank you for considering Toyota – We’re pleased that you’re about to become part of the Toyota family and are confident you will enjoy your driving experience! As part of our Customer First commitment, we want to make you aware that this vehicle may be included in a Customer Support Program. The Program provides coverage as it applies to vehicle refueling performance. If the condition covered by this program is verified, a new fuel tank and fuel sender gauge unit will be installed in the vehicle under the terms of the Program. Under the Program, coverage is applicable for 8 years from the date of first use or 100,000 miles, whichever occurs first. For further details on this Program and coverage, please refer to the attached letter and “Frequently Asked Questions” document. IF your vehicle experiences the covered condition, you can return to an authorized Toyota dealer for verification of the condition and, once confirmed, to have the remedy performed at NO CHARGE. © 2020 Toyota Motor Sales, USA – Version 1a To be kept updated on this Program (and any future safety recalls or other campaigns that apply to your vehicle), Toyota recommends that you register with the Toyota Owners Community at http://www.toyota.com/owners/. You will need to input your 17-digit Vehicle Identification Number (VIN). VIN Model Model Year Dealer Information Dealer Name/Address Dealer Code Dealer Phone Number Dealer Staff Name Dealer Staff Signature Customer Name _____________________________________________________________________________ Date _____________________________________________________________________________ Customer Signature _____________________________________________________________________________ © 2020 Toyota Motor Sales, USA – Version 1a