21TC03_DL_Toyota

Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: July 15, 2021
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
SPECIAL SERVICE CAMPAIGN 21TC03 (Remedy Notice)
Certain 2017 – 2019 Model Year Highlander Hybrid Vehicles
Certain 2018 – 2020 Model Year Camry Hybrid Vehicles
Certain 2019 Model Year Avalon Hybrid Vehicles
Certain 2019 Model Year Rav4 Hybrid Vehicles
Low-Pressure Fuel Pump
Model Years / Model
2017 – 2019 Highlander Hybrid
2018 – 2020 Camry Hybrid
2019 Avalon Hybrid
2019 Rav4 Hybrid
Production Period
Mid-July 2017 – Early December 2019
Late October 2017 – Mid-September 2019
Mid-April 2018 – Early June 2019
Early January 2019 – Late September 2019
Approximate Total Vehicles
42,600
45,200
8,300
34,000
Condition
The subject vehicles are equipped with a low-pressure fuel pump which may stop operating. If this were to
occur, warning lights and messages may be displayed on the instrument panel, and the engine may run rough.
This will lead to the vehicle entering a failsafe driving mode in which the vehicle can still be driven for certain
distances.
Remedy
Any authorized Toyota dealer will replace the low-pressure fuel pump with an improved one FREE OF CHARGE.
Covered Vehicles
There are approximately 130,100 vehicles covered by this Special Service Campaign. Approximately 50 vehicles
involved in this Special Service Campaign were distributed to Puerto Rico.
Owner Letter Mailing Date
Toyota will begin to notify owners in mid-July 2021. A sample of the owner notification letter has been 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.
© 2021 Toyota Motor Sales, USA
Special Service Campaign 21TC03 - Page |2
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.
Dealer Inventory Procedures
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 21TC03” 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 (Non SET and GST dealers: https://dealerdaily.toyota.com/). The
Vehicle Inventory Summary may take up to 4 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.
© 2021 Toyota Motor Sales, USA
Special Service Campaign 21TC03 - Page |3
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 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 Brand Engagement
Center (1-888-270-9371) - Monday through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 7:00 pm Eastern
Time.
Optimal Fuel Level
Your dealership and your customers may both benefit from decreased repair times if the customer arrives at
the dealership with the optimal level of fuel in their vehicle because it will eliminate the need to drain fuel
during the repair process.
Below are the optimal fuel levels recommended by Toyota. While it is not a requirement, Toyota recommends
that you share this with customers when scheduling appointments. Toyota has also included this
recommendation in the owner letter.
Model
Slightly less than full
Highlander Hybrid
√
Camry Hybrid
Avalon Hybrid
Rav4 Hybrid
1/3 tank or less
√
Salvage Title Vehicles
Every attempt should be made to complete an open Special Service Campaign when circumstances permit,
unless noted otherwise in the SSC dealer letter.
For complete details on this policy, refer to Toyota Warranty Policy 4.17, “What Is Not Covered by The Toyota
New Vehicle Limited Warranty”.
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.
© 2021 Toyota Motor Sales, USA
Special Service Campaign 21TC03 - Page |4
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.
All Safety Recall, 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.
Model
Part Number
04009-86531
04009-81433
Quantity
1
1
Camry Hybrid
Avalon Hybrid
04009-86325
04009-80747
04009-95106
1
1
2
KIT, PUMP, FUEL
REPLACEMENT KIT, FUEL PUMP
HOOK, REAR SEAT CUSHION LOCK SSP KIT
Rav4 Hybrid
04009-86325
04009-9510R
1
1
KIT, PUMP, FUEL
HOOK, RR SEAT LOCK, W/GKT&SEAL SSP KIT
Highlander Hybrid
Description
KIT, PUMP, FUEL
REPLACEMENT KIT, FUEL PUMP
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 have completed all of the following courses:
• T623 Electrical Circuit Diagnosis
It is the dealership’s responsibility to select technicians that have completed the above courses 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.
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.
© 2021 Toyota Motor Sales, USA
Special Service Campaign 21TC03 - Page |5
Parts Recovery Procedures
All parts replaced as part of this Special Service Campaign 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.
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 0041092007).
Please complete the form and provide it to the owner. The first
non-completed VINs will be submitted to the California state
DMV by early February 2022. 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.
© 2021 Toyota Motor Sales, USA
Special Service Campaign 21TC03 - Page |6
Warranty Reimbursement Procedures
Warranty Reimbursement Procedure
Verify Vehicle Eligibility
1. Confirm vehicle VIN matches the RO.
2. Check for Campaign eligibility using TIS.
Not
Covered
No further action required.
Covered
Remove Fuel Suction
Tube Assembly from vehicle
Disassemble Fuel Suction
Tube Assembly
Install NEW fuel pump
Reassemble Fuel Suction
Tube Assembly
Reinstall Fuel Suction Tube
Assembly into vehicle
Model
Highlander Hybrid
Camry Hybrid
Avalon Hybrid
Rav4 Hybrid
•
•
Op Code
TC0301
TC0302
TC0303
TC0304
Campaign complete.
Return the vehicle to the customer.
Description
Replace Low-Pressure Fuel Pump
Flat Rate Hours
2.0
1.5
1.7
1.6
The flat rate times include 0.1 hours for administrative cost per unit for the dealership.
Towing can be claimed under any of the Op Codes listed above for a maximum of $250 as sublet type
“TW” in the event the customer’s vehicle has experienced the condition and cannot be driven to the
dealership.
• Towing invoice MUST be attached to all towing claims. These claims may be subject to debit if towing
invoice is not attached.
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 Op Code or a claim has been
filed for an incorrect VIN, refer to Warranty Procedure Bulletin PRO17-03 to correct the claim.
© 2021 Toyota Motor Sales, USA
Special Service Campaign 21TC03 - Page |7
Customer Reimbursement
Reimbursement consideration instructions will be included in the owner letter.
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 Special Service Campaign.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
© 2021 Toyota Motor Sales, USA
SPECIAL SERVICE CAMPAIGN 21TC03 (Remedy)
Certain 2017 – 2019 Model Year Highlander Hybrid Vehicles
Certain 2018 – 2020 Model Year Camry Hybrid Vehicles
Certain 2019 Model Year Avalon Hybrid Vehicles
Certain 2019 Model Year Rav4 Hybrid Vehicles
Low-Pressure Fuel Pump
Frequently Asked Questions
Original Publication Date: July 15, 2021
Q1:
A1:
What is the condition?
The subject vehicles are equipped with a low-pressure fuel pump which may stop operating. If this
were to occur, warning lights and messages may be displayed on the instrument panel, and the engine
may run rough. This will lead to the vehicle entering a failsafe driving mode in which the vehicle can
still be driven for certain distances.
Q1a:
A1a:
Are there any symptoms of the condition?
If the condition occurs, the vehicle will enter fail safe driving mode, resulting in illumination of
warning lights and reduced motive power in which the vehicle can still be driven for certain
distances.
Q1b:
A1b:
Which warning lights and messages may be displayed if the condition is present?
If the condition were to occur, the malfunction indicator lamp (MIL) shown below, may
illuminate in the instrument panel cluster. In addition to the malfunction indicator lamp, other
warning lights and messages may also be displayed.
Malfunction Indicator Light (MIL)
Note: The malfunction indictor lamp (MIL) and other lamps and messages can be displayed for
other issues unrelated to this Special Service Campaign.
FAQ Page 1 of 3
© 2021 Toyota Motor Sales, USA
Q2:
A2:
What is Toyota going to do?
Starting in mid-July 2021, Toyota will send an owner notification by first class mail advising owners to
make an appointment with their authorized Toyota dealer to have the low-pressure fuel pump
replaced with an improved one FREE OF CHARGE.
NOTE (Customers who live in the state of California)
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 FREE 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.
Q3:
A3:
Which and how many vehicles are covered by this Special Service Campaign?
There are approximately 130,100 vehicles covered by this Special Service Campaign.
Model Name
Model Year
Production Period
Highlander Hybrid
Camry Hybrid
Avalon Hybrid
Rav4 Hybrid
2017 – 2019
2018 – 2020
2019
2019
Mid-July 2017 – Early December 2019
Late October 2017 – Mid-September 2019
Mid-April 2018 – Early June 2019
Early January 2019 – Late September 2019
Q3a:
A3a:
Approximate Total
Vehicles
42,600
45,200
8,300
34,000
Are there any other Lexus/Toyota/Scion vehicles covered by this Special Service Campaign in
the U.S.?
Yes, there are approximately 42,000 Lexus vehicles covered by Special Service Campaign
21LC01. The following vehicles are covered: certain Lexus GS 450h vehicles, certain Lexus LS
600h vehicles, certain Lexus RX 450h L vehicles, certain Lexus RX 450h vehicles and certain
Lexus ES 300h vehicles.
FAQ Page 2 of 3
© 2021 Toyota Motor Sales, USA
Q4:
A4:
How long will the repair take?
The repair will range from approximately one and one half to two hours depending upon the vehicle
model. Refer to the table below for the estimated repair time for each model. However, depending
upon the dealer’s work schedule, it may be necessary to make the vehicle available for a longer period
of time.
Model
Camry Hybrid
Avalon Hybrid
Highlander Hybrid
Rav4 Hybrid
Approximate Repair Time
One and one half hours
Two hours
Q5:
A5:
What if I previously paid for repairs related to this Special Service Campaign?
Reimbursement consideration instructions will be provided in the owner letter.
Q6:
A6:
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.
Q7:
A7:
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, 8:00 am to 8:00 pm, Saturday 9:00 am to 7:00 pm Eastern
Time.
FAQ Page 3 of 3
© 2021 Toyota Motor Sales, USA
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 17-digit 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
© 2020 Toyota Motor Sales, USA – Version 3b
TOYOTA
E
Certain 2017 – 2019 Model Year Highlander Hybrid
Certain 2018 – 2020 Model Year Camry Hybrid
Certain 2019 Model Year Avalon Hybrid
Certain 2019 Model Year Rav4 Hybrid
Low-Pressure Fuel Pump
Special Service Campaign (Remedy Notice)
[VIN]
PL
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.
You received this notice because our records, which are based primarily on state registration and title data,
indicate that you are the current owner.
M
What is the condition?
The subject vehicles are equipped with a low-pressure fuel pump which may stop operating. If this were to
occur, warning lights and messages may be displayed on the instrument panel, and the engine may run rough.
This will lead to the vehicle entering a failsafe driving mode in which the vehicle can still be driven for certain
distances.
SA
What will Toyota do?
Any authorized Toyota dealer will replace the low-pressure fuel pump with an improved one FREE OF CHARGE.
What should you do?
Before you are inconvenienced by this condition, any authorized Toyota dealer will replace the lowpressure fuel pump with an improved one FREE OF CHARGE.
Please contact your authorized Toyota dealer to make an appointment to have the low-pressure fuel
pump replaced. The remedy will require parts replacement. We recommend you contact your dealer to
schedule an appointment in advance to confirm parts availability and minimize your inconvenience.
E
The remedy will take approximately [customized for each model]. However, depending on the dealer’s
work schedule, it may be necessary to make your vehicle available for a longer period of time.
PL
Note that the low-pressure fuel pump which will be replaced is located inside of the fuel tank.
Depending on the amount of fuel in your fuel tank when you arrive, your dealer may need to drain fuel
from your fuel tank to replace the low-pressure fuel pump. Arriving to the dealership with a fuel level
of [customized for each model] or less may allow the dealer to perform the remedy faster but is not a
requirement to have this remedy performed.
Are there any symptoms of the condition?
If the condition occurs, the vehicle will enter fail safe driving mode, resulting in illumination of
warning lights and reduced motive power in which the vehicle can still be driven for certain
distances. If your vehicle is experiencing the condition described and you are unable to drive your
vehicle to the dealership, please contact your local authorized Toyota dealer who will arrange for
vehicle pick-up.
M
Which warning lights and messages may be displayed if the condition is present?
If the condition were to occur, the malfunction indicator lamp (MIL) shown below, may illuminate in
the instrument panel cluster. In addition to the malfunction indicator lamp, other warning lights and
messages may also be displayed.
SA
Malfunction Indicator Light (MIL)
Note: The malfunction indictor lamp (MIL) and other lamps and messages can be displayed for other
issues unrelated to this Special Service Campaign.
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.
E
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.
PL
What if you have previously paid for repairs to your vehicle for this specific condition?
If you have previously paid for repair(s) to your vehicle for this specific condition prior to receiving this letter,
you may be eligible for reimbursement. For reimbursement consideration, please submit a copy of your repair
details (for example: a repair order), proof-of-payment, and ownership information to Toyota’s online, selfservice portal. Log-in to your Toyota Owners account at https:/www.toyota.com/owners/, click on the
“Resources” tab, select “Safety Recalls and Service Campaigns”, and click on “Submit Reimbursement
Request”.
Alternatively, if you prefer to mail or fax this information for reimbursement consideration, please use the
address or fax number shown below:
M
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
FAX: 310-381-7756
SA
Please refer to the attached Reimbursement Checklist for required documentation details.
What if you have other questions?
•
•
•
Your local Toyota dealer will be more than happy to answer any of your questions.
For more information on this and other campaigns, please visit www.toyota.com/recall.
If you require further assistance, you may contact the Toyota Brand Engagement Center at 1-888-270-9371
Monday through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 7:00 pm Eastern 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.
If you are a vehicle lessor, please assist us by forwarding this notice to the lessee.
PL
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,
SA
M
TOYOTA MOTOR SALES, U.S.A., INC.