22TC01 Dealer Le

Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: February 24, 2022
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
SPECIAL SERVICE CAMPAIGN 22TC01
Multiple 2021 – 2022 Model Year Vehicles
DCM (Data Communication Module) Reprogramming
Model / Years
Production Period
2021 – 2022 Model Year 4Runner
2021 Model Year C-HR
2021 – 2022 Model Year Highlander
2021 – 2022 Model Year Highlander HV
2022 Model Year Prius
2021 – 2022 Model Year Prius Prime
2021 Model Year RAV4 Prime
2021 – 2022 Model Year Sequoia
2021 – 2022 Model Year Tacoma
2021 Model Year Tundra
Late May 2021 – Early August 2021
Early June 2021 – Late November 2021
Late June 2021 – Late October 2021
Late June 2021 – Mid-October 2021
Early June 2021 – Mid-August 2021
Late May 2021 – Mid-August 2021
Late May 2021 – Late July 2021
Late June 2021 – Late October 2021
Late June 2021 – Mid-November 2021
Late June 2021 – Mid-October 2021
Approximate Total
Vehicles
32,000
4,200
52,100
18,600
5,600
221,700
800
8,800
1,800
66,500
31,300
Condition
Due to improper programming of the Data Communication Module (DCM), which provides cellular
communication in various situations, including emergencies, the driver and Safety Connect operator may not
be able to hear each other’s voices during a Safety Connect call.
Remedy
Any authorized Toyota dealer will update the DCM software FREE OF CHARGE.
Covered Vehicles
There are approximately 221,700 vehicles covered by this Special Service Campaign. Approximately 2,400
vehicles involved in this Special Service Campaign were distributed to Puerto Rico.
© 2022 Toyota Motor Sales, USA
Special Service Campaign 22TC01 - D - Page |2
Owner Letter Mailing Date
Toyota will begin to notify owners in late-March 2022. 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.
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 22TC01” 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.
© 2022 Toyota Motor Sales, USA
Special Service Campaign 22TC01 - D - 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 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.
Head Unit Notifications
Head unit notifications are electronic messages that are displayed in the vehicle’s audio system screen.
Customers who receive head unit notification regarding this Special Service Campaign are requested to
schedule an appointment with their authorized dealer to have this Special Service Campaign completed.
When these messages are received by the vehicle’s Data Communication Module, the head unit will display a
pop-up prompt stating that the vehicle has a new Special Service Campaign. The prompt will contain options
to ‘Remind Me’ or to ‘View’ the message. If a customer chooses ‘Remind Me’, the customer can then choose to
be reminded again on next trip, in 7 days, or in 30 days. If a customer views and then closes the message, the
message will be available in the Notification App if the customer chooses to review it again. If the vehicle’s
completion status remains incomplete for a period of 90 days from the message being viewed, the head unit
may display a renotification pop-up prompt as an additional reminder to the customer to have this Special
Service Campaign completed.
The message will completely clear from the vehicle once the following conditions are met: The Special Service
Campaign is completed, the dealer has filed a claim, and the claim is approved by Toyota. Then the message
will be cleared at the next clearing cycle, which currently happens daily.
Owners who receive a head unit notification after having this Special Service Campaign completed can be
advised to ignore the message. Owners with additional concerns can be directed to 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.
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 Aaron Fowles (469) 292-1097 in Toyota Corporate Communications.
Please do not provide this number to customers. Please provide this contact only to media.
© 2022 Toyota Motor Sales, USA
Special Service Campaign 22TC01 - D - Page |4
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 – Toyota Electrical Circuit Diagnosis
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.
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.
© 2022 Toyota Motor Sales, USA
Special Service Campaign 22TC01 - D - Page |5
Warranty Reimbursement Procedures
Warranty Reimbursement Procedure
Verify Vehicle Eligibility
1. Check the VIN range.
2. Check the TIS Vehicle Inquiry
System.
Not Covered
No further action required.
Covered
Perform Health Check and Verify
ECU Calibration
Old Calibration
Reflash the DCM with the NEW
software.
New Calibration
Campaign completed, return the
vehicle to the customer.
Op Code
TEC008
•
•
Description
Flat Rate Hours
Reprogram the DCM
0.7
The flat rate times include 0.1 hours for administrative cost per unit for the dealership.
In the rare case that Telematics ECU (DCM) contains the latest calibration ID (no software update needed),
use opcode TEC008.
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.
© 2022 Toyota Motor Sales, USA
Special Service Campaign 22TC01 - D - Page |6
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.
© 2022 Toyota Motor Sales, USA
SPECIAL SERVICE CAMPAIGN 22TC01
Multiple 2021 – 2022 Model Year Vehicles
DCM (Data Communication Module) Reprogramming
Frequently Asked Questions
Original Publication Date: February 24, 2022
Q1:
A1:
Q2:
A2:
What is the condition?
Due to improper programming of the Data Communication Module (DCM), which provides cellular
communication in various situations, including emergencies, the driver and Safety Connect operator
may not be able to hear each other’s voices during a Safety Connect call.
Q1a:
A1a:
Are there any warnings that this condition exists?
No, there are no advanced warnings prior to the occurrence of this condition.
Q1b:
A1b:
Can I avoid the condition before a repair is made?
Yes. This condition may occur when the ignition is turned off and then turned back again on
within approximately 5-6 seconds. In order to avoid this condition, wait at least 6 seconds
before turning the ignition back on after turning it off.
Q1c:
A1c:
If this condition occurs, is it permanent?
No, the condition is only present during the ignition cycle in which the error occurred. If you
believe you may have turned the ignition on within 5-6 seconds of turning it off, you may turn
the ignition off and follow the steps in A1b above to restore functionality to the Safety Connect
system.
What is Toyota going to do?
Toyota will send an owner notification by first class mail starting in late-March, 2022, advising owners
to make an appointment with their authorized Toyota dealer to have the DCM software updated FREE
OF CHARGE.
FAQ Page 1 of 3
© 2022 Toyota Motor Sales, USA
Q3:
A3:
Which and how many vehicles are covered by this Special Service Campaign?
There are approximately 221,700 vehicles covered by this Special Service Campaign.
Model / Years
Production Period
2021 – 2022 Model Year 4Runner
2021 Model Year C-HR
2021 – 2022 Model Year Highlander
2021 – 2022 Model Year Highlander HV
2022 Model Year Prius
2021 – 2022 Model Year Prius Prime
2021 Model Year RAV4 Prime
2021 – 2022 Model Year Sequoia
2021 – 2022 Model Year Tacoma
2021 Model Year Tundra
Late May 2021 – Early August 2021
Early June 2021 – Late November 2021
Late June 2021 – Late October 2021
Late June 2021 – Mid-October 2021
Early June 2021 – Mid-August 2021
Late May 2021 – Mid-August 2021
Late May 2021 – Late July 2021
Late June 2021 – Late October 2021
Late June 2021 – Mid-November 2021
Late June 2021 – Mid-October 2021
Q3a:
A3a:
Approximate
Total Vehicles
32,000
4,200
52,100
18,600
5,600
221,700
800
8,800
1,800
66,500
31,300
Are there any other Lexus/Toyota/Scion vehicles covered by this Special Service Campaign in
the U.S.?
Yes, there are approximately 55,700 Lexus vehicles covered by Special Service Campaign
22LC01. The following vehicles are covered:
Model / Years
Production Period
2021 Model Year IS 300
Late May 2021 – Early August 2021
Approximate
Total Vehicles
2,200
2021 Model Year IS 350
2021 Model Year LC 500
2021 Model Year LC 500h
2021 Model Year LC 500
Convertible
2021 Model Year LS 500
2021 Model Year LS 500h
2021 Model Year NX 300
2021 Model Year NX 300h
2021 Model Year RC 300
2021 Model Year RC 350
2021 Model Year RC F
2021 – 2022 Model Year RX 350
2021 – 2022 Model Year RX 350L
2021 – 2022 Model Year RX 450h
2021 – 2022 Model Year RX 450hL
2022 Model Year GX 460
Late May 2021 – Late August 2021
Late May 2021 – Early August 2021
Early June 2021 – Late July 2021
3,700
200
4
Late May 2021 – Early August 2021
400
Late May 2021 – Early August 2021
Late May 2021 – Late July 2021
Late May 2021 – Mid-August 2021
Late May 2021 – Mid-August 2021
Late May 2021 – Late July 2021
Mid-May 2021 – Late July 2021
Late May 2021 – Early August 2021
Late June 2021 – Mid-October 2021
Late May 2021 – Early August 2021
Late June 2021 – Early October 2021
Late May 2021 – Early August 2021
Early August 2021
900
20
13,900
3,000
300
500
50
22,100
2,300
5,600
600
1
55,700
FAQ Page 2 of 3
© 2022 Toyota Motor Sales, USA
Q4:
A4:
How long will the repair take?
The repair takes approximately 45 minutes. However, depending upon the dealer’s work schedule, it
may be necessary to make the vehicle available for a longer period of time.
Q5:
A5:
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.
Q6:
A6:
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
© 2022 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
Multiple 2021 – 2022 Model Year Vehicles
DCM (Data Communication Module) Reprogramming
Special Service Campaign 22TC01
[VIN]
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.
What is the condition?
Due to improper programming of the Data Communication Module (DCM), which provides cellular
communication in various situations, including emergencies, the driver and Safety Connect operator may not
be able to hear each other’s voices during a Safety Connect call.
What will Toyota do?
Any authorized Toyota dealer will update the DCM software FREE OF CHARGE to you.
What should you do?
Before you are inconvenienced by this condition, any authorized Toyota dealer will perform the software
update FREE OF CHARGE to you.
Please contact your authorized Toyota dealer to make an appointment to have the software update
performed. The remedy will take approximately 45 minutes. However, depending on the dealer’s work
schedule, it may be necessary to make your vehicle available for a longer period of time.
NOTE:
This condition may occur when the ignition is turned off and then turned back again on within
approximately 5-6 seconds. In order to avoid this condition until your vehicle’s software has been
updated, wait at least 6 seconds before turning the ignition back on after turning it off. If you believe
you may have turned the ignition on within 5-6 seconds of turning it off, turn the ignition off again and
wait at least 6 seconds before turning it back on to restore functionality to the Safety Connect system.
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 1-888-2709371 Monday through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 7:00 pm Eastern Time.
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.
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.