JSD-082118

◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
•
August 21, 2018
•
•
August 13, 2018
•
•
TOPIC
The Warranty Reimbursement Procedure section has been updated to highlight that
OpCodes JSD020 and JSD021 now require the RO for replacing the CVT assembly to
be attached to the warranty claim.
The flow chart in the Warranty Reimbursement Procedure section has been updated.
A section has been added which clarifies the process for obtaining DSPM approval for
out-of-warranty CVT assembly replacement.
Clarification has been added to the parts ordering process for CVT assembly
replacement to highlight that the CVT assembly parts ordering process is applicable
regardless of warranty coverage.
The description for OpCodes JSD021 and JSD020 have been clarified.
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.
© 2018 Toyota Motor Sales, USA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: August 2, 2018
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
Subject:
Special Service Campaign JSD – Remedy Notice
Certain 2014 – 2017 Model Year Toyota Corolla Vehicles
Certain 2017 Model Year Toyota Corolla iM Vehicles
Certain 2016 Model Year Scion iM Vehicles
Continuously Variable Transaxle (CVT) Software Update
Background
Toyota previously announced Special Service Campaign J0D, which involved performing a software update to the
CVT control software to address the condition described below. Following the completion of the software update in
Special Service Campaign J0D, Toyota dealers received reports from some customers stating that the vehicle
experienced harsh shifting and/or abnormal engine RPM between shifts. These issues occurred close to the
completion date of the campaign and/or within relatively low mileage from the completion of the campaign remedy,
prompting Toyota to suspend Special Service Campaign J0D. Toyota has now identified the cause of these issues
and has developed a new remedy. Special Service Campaign JSD, which replaces Special Service Campaign J0D,
applies this new remedy. Owners of all vehicles previously involved in Special Service Campaign J0D, including those
who have previously completed Special Service Campaign J0D, are requested to visit an authorized Toyota dealer to
have Special Service Campaign JSD performed.
Condition
An Electronic Control Unit (ECU) in the subject vehicles has improper programming that could lead a component in
the Continuously Variable Transmission (CVT) to unnecessarily cycle and experience abnormal wear. If this
component becomes damaged, the Malfunction Indicator Lamp (MIL) may illuminate in the instrument cluster and the
vehicle could experience a reduction of speed. After reaching a pre-determined gear ratio, the vehicle can be operated
up to approximately 37 mph.
Remedy
Any authorized Toyota dealer will inspect the CVT control software and, if necessary, perform an update for that
software at NO CHARGE. After inspecting the software and, if necessary, performing the software update, the CVT
solenoid valve controlling the gear ratio in the CVT will be inspected* and, if necessary, the CVT valve body assembly
will be replaced at NO CHARGE. A portion of the CVT solenoid valve inspection process requires the dealer technician
to test drive the vehicle for a certain distance and at certain speeds.
In the unlikely event that the vehicle is exhibiting the condition (i.e., DTC P2820 is present) before receiving this
remedy, any authorized Toyota dealer will replace the CVT assembly at NO CHARGE.
NOTE: Toyota expects a majority of vehicles WILL NOT require CVT valve body assembly replacement. If parts are
not immediately available to replace the CVT valve body assembly on the customer’s vehicle, the customer should
be offered a loaner vehicle until parts become available, if possible. Damage to the vehicle’s transmission could occur
if the vehicle is driven with the updated software prior to replacing the valve body assembly.
*: Some vehicles may be exhibiting certain powertrain malfunctions unrelated to the condition covered by this Special
Service Campaign, that may interfere with the dealer’s ability to perform the solenoid valve inspection. These
powertrain malfunctions MUST be diagnosed and repaired prior to performing this Special Service Campaign (DO
NOT perform CVT software update or the CVT solenoid valve inspection until these malfunctions are diagnosed and,
if necessary, repaired). Resolution of existing powertrain malfunctions are not covered as part of this Special Service
Campaign and should be diagnosed and repaired under warranty if still covered. If the vehicle is not covered by
warranty, the customer is responsible for the cost of diagnosis and repair.
© 2018 Toyota Motor Sales, USA
S p e c i a l S e r v i c e C a m p a i g n J S D - D - P a g e |2
Covered Vehicles
There are approximately 1,300,800 vehicles involved in this Special Service Campaign. Approximately 17,800
vehicles involved in this Special Service Campaign were distributed to Puerto Rico.
Model Name
Toyota Corolla
Toyota Corolla iM
Scion iM
Model Year
2014 – 2017
2017
2016
Approximate UIO
1,263,300
19,700
17,800
Production Period
Late April 2013 – Late July 2017
Mid-March 2016 – Mid-June 2017
Early February 2015 – Early August 2016
Owner Letter Mailing Date
Toyota will begin to notify owners in early August 2018. Owners of all vehicles, including those who have previously
completed Special Service Campaign J0D will be notified. A sample of the owner notification letter is included for your
reference.
Toyota makes significant effort to obtain current customer name and address information from each state through
industry resources when mailing owner letters. In the event your dealership receives a notice for a vehicle that was
sold prior to the Special Service Campaign announcement, it is the dealership’s responsibility to forward the owner
letter to the customer who purchased the vehicle.
Please note that only owners of the covered vehicles will be notified. If you are contacted by an owner who has not
yet received a notification, please verify eligibility by confirming through TIS prior to performing repairs. Dealers
should perform the repair as outlined in the Technical Instructions found on TIS.
New and Used Vehicles in Dealership Inventory (In-Stock Vehicles)
To ensure customer satisfaction, Toyota requests that dealers complete this Special Service Campaign on any new
or used vehicles currently in dealer inventory that are covered by this Special Service Campaign prior to customer
delivery. However, if the campaign cannot be completed (for example, due to remedy parts availability), delivery of a
covered vehicle is acceptable if disclosed to the customer that the vehicle is involved in a Special Service Campaign.
Toyota expects dealers to use the attached Customer Contact and Vehicle Disclosure Form to obtain vehicle buyer
information. Dealers are expected to provide a copy of the completed form, along with the most current FAQ, to the
vehicle buyer. Toyota and the dealer may use this information to contact the customer when the remedy becomes
available.
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 JSD” and include the VIN.
NOTE: Dealers can identify if any of their new and used inventory has any open campaigns in the Vehicle Inventory
Summary available in Dealer Daily (https://dealerdaily.toyota.com/). The Vehicle Inventory Summary may take up to
24 hours to populate information for newly launched campaigns.
Toyota Certified Used Vehicle (TCUV)
The TCUV policy prohibits the certification of any vehicle with an outstanding Safety Recall, Special Service
Campaign, or Limited Service Campaign. Thus, no affected units are to be designated, sold, or delivered as a TCUV
until all applicable Safety Recalls, Special Service Campaigns, and Limited Service Campaigns have been completed
on that vehicle.
S p e c i a l S e r v i c e C a m p a i g n J S D - D - P a g e |3
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 Technician (Drivetrain)
Expert Technician (Any specialty)
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.
Remedy Procedures
Refer to TIS for Technical Instructions on repair. Conduct all non-completed Safety Recalls and Service Campaigns
on the vehicle during the time of appointment. Reminder: Per the Technical Instructions for this Special Service
Campaign, the Techstream data file generated from performing the solenoid valve inspection must be saved for record
keeping. Please refer to the Technical Instructions for more information on this requirement.
CVT Assembly Replacement – DSPM Authorization Required (Out of warranty vehicles only).
Where a CVT replacement is required due to the vehicle exhibiting the JSD condition (DTC P2820 is present), the
majority of these replacements will be covered by Toyota’s New Vehicle Powertrain Warranty. However, in limited
cases where the vehicle is no longer covered by regular warranty and CVT assembly replacement is required, DSPM
authorization to replace the CVT assembly is required. Follow the steps below to obtain DSPM authorization.
Step 1:
Contact your DSPM and provide him/her with the VIN, current mileage, date of first use (DOFU), and a screenshot
proving DTC P2820 is present. An example of this screen shot is shown in the Parts Ordering Process section for
CVT assembly replacement. The DPSM will use this information to verify that the vehicle is out of warranty and DTC
P2820 is present.
Step 2:
If the DSPM authorizes the repair, he/she will provide your dealership with a special OpCode to claim the cost of
performing the applicable repair.
Vehicles Emission Recall Proof of Correction Form (California only)
As this Special Service Campaign includes emission related parts, California dealers are requested to fill out the
Vehicle Emissions Recall – Proof of Correction form after repairs have been completed. The vehicle owner may
require this form for vehicle registration renewal. It is important to note that the forms are an official state
document and blank forms must be secured to prevent misuse. Booklets can be ordered from the MDC (material
number 00410-92007).
Please complete the form and provide it to the owner. The first noncompleted VINs will be submitted to the California state DMV by March
31, 2019. If the vehicle owner’s warranty claim will not be processed
and paid prior to this date, please be sure to complete a form and
provide it to a California owner.
Repair Quality Confirmation
The repair quality of covered vehicles is extremely important to Toyota. To help ensure that all vehicles have the repair
performed correctly, please designate at least one associate (someone other than the individual who performed the
repair) to verify the repair quality of every vehicle prior to customer delivery.
© 2018 Toyota Motor Sales, USA
S p e c i a l S e r v i c e C a m p a i g n J S D - D - P a g e |4
Parts Ordering Process – Valve Body Assembly Replacement
Note: This process is applicable to all Toyota dealerships in the continental United States including SET and GST
dealerships.
Valve body assembly replacement is only required in the unlikely event that the results of the solenoid valve
inspection process determine that valve body assembly replacement is required.
Valve body assembly replacement is only required in the unlikely event that the results of the solenoid valve inspection
process determine that valve body assembly replacement is required. If a vehicle requires valve body assembly
replacement, the dealership is required to create a TAS case and include the Techstream data file generated from
the solenoid valve inspection procedure. The TAS case should also include your dealership’s valve body assembly
parts order information: Order the valve body assembly and gasket kit on a single order reference. Only 1pc of the
valve body assembly and 1pc of the gasket kit should be placed on a single order reference number (Order reference
number may not be required for SET dealerships). TAS will review the Techstream data file to ensure that valve body
assembly replacement is required. If TAS confirms that valve body assembly replacement is required, TAS will
authorize the valve body assembly replacement and forward your dealer’s parts order information to the PTSG (Parts
Technical Support Group) who is responsible for releasing your dealer’s parts order. Refer to the Technical
Instructions for instructions on obtaining TAS authorization. Reference the Toyota Special Activities MAC report on
Dealer Daily for the most up-to-date and detailed parts ordering information.
***Dealer is not required to email PTSG ([email protected]) for part order release***
Parts required for valve body assembly replacement:
Model
All
Part Number
35410-12871-84
08886-02505
04008-28102
Description
Transmission Valve Body Assembly
CVT Fluid
Gasket Kit*
Quantity
1
Approximately 6.5 liters is required
1
*: The gasket kit above includes the following components:
Description
Gasket, Transaxle Oil Pan
Gasket, Transaxle Case
Drain Gasket, Overflow Plug
Drain Gasket, Refill Plug
Ring, O for Oil Strainer
Ring, O for Oil Temperature Sensor
Quantity
1
1
1
1
1
1
Parts Ordering Process – CVT Assembly Replacement – Non SET and GST Parts Ordering Process
CVT assembly replacement is only required in the unlikely event that the vehicle has experienced the
condition (i.e., DTC P2820 is present) prior to receiving the repair. In this case, CVT assembly replacement is
required. This process is applicable regardless of warranty coverage.
Due to potentially limited availability, the parts required for CVT assembly replacement may have been placed on
Manual Allocation Control (MAC). As the parts inventory changes, the ordering process may change. Please reference
the Toyota Special Activities MAC report on Dealer Daily for the most up-to-date and detailed parts ordering
information.
IMPORTANT
If the parts required for CVT assembly are currently placed on MAC, you will be required to submit
a Customer Health Check/Diagnostic Report showing that DTC P2820 is present OR, a
screenshot of the Vehicle Health Check showing that DTC P2820 is present. The screenshot must
include the VIN and DTC P2820. Below is an example of this screenshot and the Customer Health
Check/Diagnostic Report. Only 1 of these 2 options is required for CVT assembly release.
S p e c i a l S e r v i c e C a m p a i g n J S D - D - P a g e |5
Parts Ordering Process – CVT Assembly Replacement (Continued…) – Non SET and GST Parts Ordering
Process
Example of Vehicle Health Check screenshot:
Example of Customer Health Check/Diagnostic Report.
All Safety Recall and Service Campaign (SSC/LSC) parts are eligible for the Monthly Parts Return Program. Please
refer to PANT Bulletin 2011-087 for campaign parts that are currently returnable under the Monthly Parts Return
Program and for additional details.
The applicable P/Ns and quantities for CVT assembly replacement can be found in T-SB-0289-17 (Toyota vehicles)
or S-SB-0002-18 (Scion vehicles).
© 2018 Toyota Motor Sales, USA
S p e c i a l S e r v i c e C a m p a i g n J S D - D - P a g e |6
Campaign Special Service Tools
The SST below was provided to your dealership near the launch of the remedy on August 2, 2018. This SST is
intended to assist technicians when performing valve body assembly replacement.
Name
Sample Image
Qty.
Guide Bolt Kit
1
Warranty Reimbursement Procedure
Check the TIS Vehicle Inquiry System
to verify vehicle eligibility.
Not
Covered
No further action required.
Covered
Check for powertrain DTCs
Check for other powertrain DTCs
No
Is DTC P2820 present?
Yes
Are other powertrain DTCs present?
Yes
Obtain customer permission to
diagnose and repair.
No
Determine ECM Calibration ID
CVT Replacement Required
Permission Granted
Determine if the vehicle is still covered
by Toyota s New Vehicle Powertrain
Warranty
Diagnose and repair the issue causing
the powertrain DTC(s)
In warranty
Permission NOT Granted
Does vehicle already have the latest
calibration ID?
Out of warranty
The Service Campaign cannot be
performed until the powertrain DTCs
are diagnosed and repaired.
Replace CVT
Contact DSPM to obtain authorization
to replace the CVT
No
Determine ECM Calibration ID
Reflash ECM
Yes
Replace CVT
(Software Update
Not Required)
Does vehicle already have the latest
calibration ID?
Install Authorized Modification Label
Determine ECM Calibration ID
No
Perform all initializations
Reflash ECM
Does vehicle already have the latest
calibration ID?
Yes
No
Install Authorized Modification Label
Perform Solenoid Valve Inspection
Yes
Reflash ECM
Yes
Perform all initializations
Check for DTCs
Is P2820 Present?
Obtain authorization from TAS to
replace valve body
Install Authorized Modification Label
Valve body
replacement required
Confirm results of Solenoid Valve
Inspection.
Replace valve body
Campaign complete.
Return the vehicle to the customer
Perform all initializations
Valve body replacement not required
Campaign complete.
Return the vehicle to the customer
Campaign complete.
Return the vehicle to the customer
Refer to claim filing process #1
Refer to claim filing process #2
Refer to claim filing process #3
Campaign complete.
Return the vehicle to the customer
Refer to claim filing process #4
S p e c i a l S e r v i c e C a m p a i g n J S D - D - P a g e |7
Warranty Reimbursement Procedure (Continued…)
Claim Filing Process #1 (Valve body assembly replacement not required)
Opcode
JSD003
JSD001
•
•
Description
Perform software update
+
Perform solenoid valve inspection
+
Valve body assembly replacement NOT required
Software update not required
(vehicle already had latest software calibration)
+
Perform solenoid valve inspection
+
Valve body assembly replacement NOT required
Flat Rate Hours
1.0
0.7
The flat rate times include 0.1 hours of administrative cost per unit for the dealership.
If local traffic conditions prevent the dealer from performing the solenoid valve inspection when the customer
arrives, the customer may be placed in a loaner vehicle or, alternative transportation, through the Toyota RentA-Car (TRAC) for a maximum of 1 day. The cost of this loaner vehicle can be claimed at a maximum rate of
$35.00 per day as sublet type “RT” under OpCodes JSD003 or JSD001.
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 Process #2 (Valve body assembly replacement required)
Opcode
JSD004
JSD002
•
•
•
•
Description
Perform software update
+
Perform solenoid valve inspection
+
Replace valve body assembly
Software update not required
(vehicle already had latest software calibration)
+
Perform solenoid valve inspection
+
Replace valve body assembly
Flat Rate Hours
4.1
3.8
The flat rate times include 0.1 hours of administrative cost per unit for the dealership.
The cost of up to 8.0 liters of CVT fluid can be claimed at maximum rate of $188.00 per vehicle as sublet type
“OF” under OpCodes JSD004 or JSD002.
If parts are not immediately available to replace the CVT valve body assembly on the customer’s vehicle, the
customer should be offered a loaner vehicle until parts become available, if possible. Damage to the vehicle’s
transmission could occur if the vehicle is driven with the updated software prior to replacing the valve body
assembly. A loaner vehicle or, alternative transportation, through the Toyota Rent-A-Car (TRAC) can be claimed
at a maximum rate of $35.00 per day as sublet type “RT” for a maximum of 2 days under OpCode JSD004 and
for a maximum of 1 day under OpCode JSD002.
If the remedy parts are not available due to a backorder situation, a loaner vehicle or, alternative transportation
through the Toyota Rent-A-Car (TRAC) can be claimed at maximum rate of $35.00 per day as sublet type “RT”
for a maximum of 60 days under OpCode JSD004 or JSD002.
o
o
Rentals greater than 4 days or $35.00 per day requires DSPM authorization as per the Toyota
Transportation Assistance Policy (TTAP).
Rental invoice MUST be attached to all rental claims. These claims may be subject to debit if rental
invoice is not attached.
© 2018 Toyota Motor Sales, USA
S p e c i a l S e r v i c e C a m p a i g n J S D - D - P a g e |8
Warranty Reimbursement Procedure (Continued…)
Claim Filing Process #3 (CVT assembly replacement required, vehicle is in-warranty)
Option #1 - DTC P2820 was present upon vehicle’s arrival at the dealership:
If the vehicle is in-warranty, and had DTC P2820 present upon the vehicle’s arrival at the dealership, follow the 2
steps below to file a warranty claim for replacing the CVT assembly.
Step 1: File OpCode JSD019 to close the campaign. Because the vehicle is still in-warranty, this OpCode pays
$0.00 and is only intended to close the campaign and to cause TIS to show that the campaign has been
completed.
Step 2: File a regular warranty claim for the cost of replacing the CVT assembly and updating the software (if
necessary). Use the applicable OpCodes listed in T-SB-0289-17 (Toyota vehicles) or S-SB-0002-18 (Scion
vehicles). Filing these OpCodes will not close-out the campaign. Therefore, the OpCode in Step 1
must be filed to close the campaign.
Option #2 - DTC P2820 was present after the solenoid valve inspection was performed:
If the vehicle is in-warranty, and did not have DTC P2820 present upon arrival at the dealership, but DTC P2820
was present after performing the solenoid valve inspection, follow the 2 steps below to file a warranty claim for
replacing the CVT assembly.
Step 1: File one of the two OpCodes below for the cost of performing the software update, if necessary, and for
performing the solenoid valve inspection.
Opcode
JSD021
JSD020
•
•
•
Description
Perform software update
+
Perform solenoid valve inspection
+
DTC P2820 was present after performing the solenoid valve
inspection. CVT assembly replacement is required. Follow all
instructions on this page.
Software update not required
(vehicle already had latest software calibration)
+
Perform solenoid valve inspection
+
DTC P2820 was present after performing the solenoid valve
inspection. CVT assembly replacement is required. Follow all
instructions on this page.
Flat Rate Hours
1.0
0.7
The flat rate times include 0.1 hours of administrative cost per unit for the dealership.
If local traffic conditions prevent the dealer from performing the solenoid valve inspection when the customer
arrives, the customer may be placed in a loaner vehicle or, alternative transportation, through the Toyota RentA-Car (TRAC) for a maximum of 1 day. The cost of this loaner vehicle can be claimed at a maximum rate of
$35.00 per day as sublet type “RT” under OpCodes JSD021 or JSD020.
The RO for replacing the CVT assembly is required to be attached to the JSD warranty claim (OpCodes JSD021
or JSD020).
o
Rental invoice MUST be attached to all rental claims. These claims may be subject to debit if
rental invoice is not attached.
Step 2: File a regular warranty claim for the cost of replacing the CVT assembly. Use the applicable OpCode listed
in T-SB-0289-17 (Toyota vehicles) or S-SB-0002-18 (Scion vehicles). Filing this OpCode will not closeout the campaign. Therefore, one of the OpCodes in Step 1 must be filed to close the campaign.
Claim Filing Process #4 (CVT assembly replacement required, vehicle is out-of-warranty)
The DSPM who approved the out-of-warranty CVT assembly replacement will provide your dealership with a special
OpCode for the cost of replacing an out-of-warranty vehicle’s CVT assembly.
S p e c i a l S e r v i c e C a m p a i g n J S D - D - P a g e |9
Claim Filing Accuracy and Correction Requests
It is the dealer’s responsibility to file claims correctly for this Special Service Campaign. This claim filing information
is used by Toyota for various government reporting activities; therefore, claim filing accuracy is crucial. If it has been
identified that a claim has been filed using an incorrect opcode or a claim has been filed for an incorrect VIN, refer to
Warranty Procedure Bulletin PRO17-03 to correct the claim.
Customer Reimbursement
Reimbursement consideration instructions will be included in the owner letter.
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.
Customer Contacts
Customers who receive the owner letter may contact your dealership with questions regarding the letter and/or the
Special Service Campaign. Please welcome them to your dealership and answer any questions that they may have.
A Q&A is provided to assure a consistent message is communicated.
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.
Campaign Designation Decoder
H
0
A
Year Campaign is Launched
Repair Phase
Current Campaign Letter
for this year
B = 2011
C = 2012
D = 2013
E = 2014
F = 2015
G = 2016
H = 2017
Etc...
0 = Remedy
1 = Interim (Remedy not yet
available)
will change to
when the Remedy is available
(May use other characters in
unique cases)
1st Campaign = A
2nd Campaign = B
3rd Campaign = C
4th Campaign = D
5th Campaign = E
27th Campaign = 1
28th Campaign = 2
Etc...
Examples:
C1B = Launched in 2012, Interim Phase, 2nd Campaign Launched in 2012
E0A = Launched in 2014, Remedy Phase, 1st Campaign Launched in 2014
H0A = Launched in 2017, Remedy Phase, 1st Campaign Launched in 2017.
Please review this entire package with your Service and Parts staff to familiarize them with the proper stepby-step procedures required to implement this Special Service Campaign.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
© 2018 Toyota Motor Sales, USA
Special Service Campaign JSD – Remedy Notice
Certain 2014 – 2017 Model Year Toyota Corolla Vehicles
Certain 2017 Model Year Toyota Corolla iM Vehicles
Certain 2016 Model Year Scion iM Vehicles
Continuously Variable Transaxle (CVT) Software Update
Frequently Asked Questions
Original Publication Date: August 2, 2018
Q1:
A1:
Q2:
A2:
What is the condition?
An Electronic Control Unit (ECU) in the subject vehicles has improper programming that could lead a
component in the Continuously Variable Transmission (CVT) to unnecessarily cycle and experience abnormal
wear. If this component becomes damaged, the Malfunction Indicator Lamp (MIL) may illuminate in the
instrument cluster and the vehicle could experience a reduction of speed. After reaching a pre-determined
gear ratio, the vehicle can be operated up to approximately 37 mph.
Q1a:
A1a:
What transmissions are affected?
The Continuously Variable Transmission (CVT) is affected. The CVT utilizes a continuous range of
gear ratios to control the application of the engine’s power-output to the drive wheels.
Q1b:
A1b:
Are there certain situations where this condition is more likely to occur?
This issue involves abnormal valve wear inside the CVT that could lead the control unit to detect a
mismatch of the CVT gear ratio (commanded vs. actual). The potential for gear ratio mismatch is
highest at lower vehicle speeds or during acceleration from a stop.
Are there any symptoms that this condition exists?
If the condition exists, the malfunction indicator lamp, shown below, may illuminate in the instrument cluster
and the vehicle could experience a reduction of speed. After reaching a pre-determined gear ratio, the vehicle
can be operated up to approximately 37 mph.
Malfunction Indicator Lamp
FAQ Page 1 of 3
© 2018 Toyota Motor Sales, USA
Q3:
A3:
What is Toyota going to do?
Any authorized Toyota dealer will inspect the CVT control software and, if necessary, perform an update for
that software at NO CHARGE. After inspecting the software and, if necessary, performing the software update,
the CVT solenoid valve controlling the gear ratio in the CVT will be inspected* and, if necessary, the CVT
valve body assembly will be replaced at NO CHARGE. A portion of the CVT solenoid valve inspection process
requires the dealer technician to test drive the vehicle for a certain distance and at certain speeds.
In the unlikely event that the vehicle is exhibiting the condition (i.e., DTC P2820 is present) before receiving
this remedy, any authorized Toyota dealer will replace the CVT assembly at NO CHARGE.
NOTE: Toyota expects a majority of vehicles WILL NOT require CVT valve body assembly replacement. If
parts are not immediately available to replace the CVT valve body assembly on the customer’s vehicle, the
customer should be offered a loaner vehicle until parts become available, if possible. Damage to the vehicle’s
transmission could occur if the vehicle is driven with the updated software prior to replacing the valve body
assembly.
*: Some vehicles may be exhibiting certain powertrain malfunctions unrelated to the condition covered by this
Special Service Campaign that may interfere with the dealer’s ability to perform the solenoid valve inspection.
These powertrain malfunctions MUST be diagnosed and repaired prior to performing this Special Service
Campaign. Resolution of existing powertrain malfunctions are not covered as part of this Special Service
Campaign and should be diagnosed and repaired under warranty if still covered. If the vehicle is not covered
by warranty, the customer is responsible for the cost of diagnosis and repair.
Q4:
A4:
Is Special Service Campaign JSD related to Toyota’s previous Special Service Campaign J0D?
Toyota previously announced Special Service Campaign J0D which involved performing a software update to
the CVT control software to address the condition in Q1, above. Following the completion of the software
update in Special Service Campaign J0D, Toyota dealers received reports from some customers stating that
the vehicle experienced harsh shifting and/or abnormal engine RPM between shifts. These issues occurred
close to the completion date of the campaign and/or within relatively low mileage from the completion of the
campaign remedy, prompting Toyota to suspend Special Service Campaign J0D. Toyota has now identified
the cause of these issues and has developed a new remedy. Special Service Campaign JSD, which replaces
Special Service Campaign J0D, applies this new remedy. Owners of all vehicles previously involved in Special
Service Campaign J0D, including those who have previously completed Special Service Campaign J0D, are
requested to visit an authorized Toyota dealer to have Special Service Campaign JSD performed.
Q4a:
A4a:
What if I had Special Service Campaign J0D performed on my vehicle?
If your vehicle has Special Service Campaign J0D completed, we request that you visit an authorized
Toyota dealership to have Special Service Campaign JSD performed. All owners who previously had
Special Service Campaign J0D completed on their vehicle will receive an owner notification letter for
Special Service Campaign JSD, requesting them to visit an authorized Toyota dealer to have Special
Service Campaign JSD completed.
Q4b:
If I already had J0D performed on my vehicle, why is it necessary for my vehicle to have this
Special Service Campaign performed?
The remedy in this Special Service Campaign (JSD) is an updated version of previous Special
Service Campaign J0D and involves an additional inspection step and, if necessary, an additional
repair. Even if you already had Special Service Campaign J0D completed on your vehicle, it is
necessary to have this Special Service Campaign (JSD) completed as well.
A4b:
FAQ Page 2 of 3
© 2018 Toyota Motor Sales, USA
Q5:
A5:
Which and how many vehicles are covered by this Special Service Campaign?
There are approximately 1,300,800 vehicles covered by this Special Service Campaign.
Model Name
Toyota Corolla
Toyota Corolla iM
Scion iM
Q5a:
A5a:
Q5b:
A5b:
Q6:
A6:
Model Year
2014 – 2017
2017
2016
Approximate UIO
1,263,300
19,700
17,800
Production Period
Late April 2013 – Late July 2017
Mid-March 2016 – Mid-June 2017
Early February 2015 – Early August 2016
Are there any other Lexus/Toyota/Scion vehicles covered by this Special Service Campaign
in the U.S.?
No, there are no other Lexus/Toyota/Scion vehicles covered by this Special Service Campaign.
Are Model Year 2018 vehicles equipped with the same CVT involved in Special Service
Campaign JSD?
Model Year 2018 Corolla and Corolla iM vehicles are not involved in Special Service Campaign JSD.
Model Year 2018 Corolla and Corolla iM vehicles were produced with the updated software in the
ECU, preventing the component within the CVT from unnecessarily cycling and causing abnormal
wear.
How long will the repair take?
Inspecting the software, performing the software update if necessary, and performing the CVT solenoid valve
inspection will take approximately one hour. In limited cases, should the results of the CVT solenoid valve
inspection determine that the CVT valve body assembly needs to be replaced, the repair will take an additional
three and one half hours.
In the unlikely event that your vehicle has experienced the condition before receiving this repair and requires
replacement of the CVT assembly, the total repair time will be seven hours for Toyota Corolla vehicles and
approximately nine hours for Toyota Corolla iM and Scion iM vehicles.
Note: Your dealer may provide you with a loaner vehicle depending on which repair mentioned above is
necessary for your vehicle.
Q7:
A7:
What if I previously paid for repairs related to this Special Service Campaign (JSD)?
When Toyota sends owner notifications, reimbursement consideration instructions will be provided in the
owner letter.
Q8:
A8:
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.
Q9:
A9:
What if I have additional questions or concerns?
If you have additional questions or concerns, please contact the Toyota Customer Experience Center at 1888-270-9371 Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
FAQ Page 3 of 3
© 2018 Toyota Motor Sales, USA
TOYOTA
Certain 2014 – 2017 Model Year Toyota Corolla Vehicles
Certain 2017 Model Year Toyota Corolla iM Vehicles
Certain 2016 Model Year Scion iM Vehicles
Continuously Variable Transaxle (CVT) Software Update
Special Service Campaign (Remedy Notice)
[VIN]
E
Dear Toyota Customer:
At Toyota, we are dedicated to providing vehicles of outstanding quality and value. As part of our continuing efforts to
provide superior customer satisfaction, Toyota is announcing a Special Service Campaign, which includes your
vehicle.
PL
You received this notice because our records, which are based primarily on state registration and title data, indicate
that you are the current owner. Please contact your authorized Toyota dealer to make an appointment to have this
Special Service Campaign performed. Please note that, even if your authorized dealer recently applied a software
update for your Continuously Variable Transmission, your vehicle may still be involved in this campaign.
What is the condition?
An Electronic Control Unit (ECU) in the subject vehicles has improper programming that could lead a component in
the Continuously Variable Transmission (CVT) to unnecessarily cycle and experience abnormal wear. If this
component becomes damaged, the Malfunction Indicator Lamp (MIL) may illuminate in the instrument cluster and the
vehicle could experience a reduction of speed. After reaching a pre-determined gear ratio, the vehicle can be operated
up to approximately 37 mph.
M
What will Toyota do?
Any authorized Toyota dealer will inspect the CVT control software and, if necessary, perform an update for that
software at NO CHARGE. After inspecting the software and, if necessary, performing the software update, the CVT
solenoid valve controlling the gear ratio in the CVT will be inspected and, if necessary, the CVT valve body assembly
will be replaced at NO CHARGE. A portion of the CVT solenoid valve inspection process requires the dealer technician
to test drive the vehicle for a certain distance and at certain speeds. Additionally, in the unlikely event that your vehicle
has experienced the condition before receiving this repair, any authorized Toyota dealer will replace the CVT assembly
at NO CHARGE.
SA
What should you do?
Before you are inconvenienced by this condition, any authorized Toyota dealer will perform this Special Service
Campaign on your vehicle at NO CHARGE.
Please contact your authorized Toyota dealer to make an appointment to have this Special Service Campaign
performed. Inspecting the software, performing the software update if necessary, and performing the CVT
solenoid valve inspection will take approximately one hour. In limited cases, should the results of the CVT
solenoid valve inspection determine that the CVT valve body assembly needs to be replaced, the repair will
take an additional three and one half hours.
In the unlikely event that your vehicle has experienced the condition before receiving this repair and requires
replacement of the CVT assembly, the total repair time will be seven hours for Toyota Corolla vehicles and
approximately nine hours for Toyota Corolla iM and Scion iM vehicles.
Note: Your dealer may provide you with a loaner vehicle depending on which repair mentioned above is
necessary for your vehicle.
What if you have other questions?
•
•
Your local Toyota dealer will be more than happy to answer any of your questions.
If you require further assistance, you may contact the Toyota Customer Experience Center at 1-888-270-9371
Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
If you would like to update your vehicle ownership or contact information, you may do so by registering at
www.toyota.com/owners. You will need your full 17-digit Vehicle Identification Number (VIN) to input the new
information.
If you are a vehicle lessor, please assist us by forwarding this notice to the lessee.
PL
E
What if you live in California and don’t have this Special Service Campaign performed?
The state of California requires the completion of Safety Recalls / Service Campaigns on emission related parts prior
to vehicle registration renewal. In addition, the State requires that every vehicle must pass an emission test (SMOG
Check) every two years and before it is sold. Without the completion of this NO CHARGE Special Service Campaign
the California Air Resources Board (CARB) will not allow your vehicle to be registered. State of California Regulations
require Toyota to provide the Department of Motor Vehicles with a record of all vehicles that have not had the Special
Service Campaign completed.
Your Toyota dealer will provide you with a Vehicle Emissions Recall Proof of Correction Form after the campaign has
been completed. Please ensure you retain this form, because the DMV may require that you supply proof that the
campaign has been completed during your vehicle registration renewal process.
What if you have previously paid for repairs to your vehicle for this specific condition?
If you have previously paid for repair to your vehicle for this specific condition prior to receiving this letter, please mail
a copy of your repair order, proof-of-payment and ownership information to the following address for reimbursement
consideration:
M
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.
SA
We have sent this notice in the interest of your continued satisfaction with our products, and we sincerely regret any
inconvenience this condition may have caused you.
Thank you for driving a Toyota.
Sincerely,
TOYOTA MOTOR SALES, U.S.A., INC.
TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
CUSTOMER CONTACT & VEHICLE DISCLOSURE FORM
This form is not applicable for TCUV units.
This vehicle is involved in a Special Service Campaign. At this time, remedy parts are not available and the remedy
has NOT been performed. I understand that the vehicle will need to be returned to an authorized Toyota dealer to
have the remedy performed at NO CHARGE when the remedy is available.
Customer Signature
Toyota recommends that you register with the Toyota Owners Community at http://www.toyota.com/owners/ and
regularly check recall applicability using www.toyota.com/recall or www.safercar.gov. You will need to input your 17digit Vehicle Identification Number (VIN).
VIN
Campaign Code
Model
Model Year
Customer Information
Customer Name
Customer Email
Customer Address
Home Phone #
Mobile Phone #
Date
Please provide this information so that Toyota or your dealer can notify you when the remedy becomes
available. This information will only be used for campaign communications. If you’d like to update your
preferred contact information in the future, visit www.toyota.com/ownersupdate or contact us at 1-888270-9371.
Dealer Information
Dealer Name/Address
Dealer Code
Dealer Phone Number
Dealer Staff Name
Dealer Staff Signature
© 2018 Toyota Motor Sales, USA – Version 2b