22TC10_Dealer_Le

Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: October 27, 2022
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
SPECIAL SERVICE CAMPAIGN 22TC10 (Remedy Notice)
Certain 2022 Model Year RAV4 Hybrid Vehicles
Software Update for the Hybrid Powertrain Control Module
Model / Years
2022 RAV4 Hybrid
Production Period
Late November 2021 – Late April 2022
Approximate Total Vehicles
15,100
Condition
The involved vehicles have incorrect identification codes in the hybrid powertrain control module. This issue
may result in noncompliance with certain state emissions requirements but does not have an effect on the
vehicle’s performance, emissions, or fuel efficiency.
Remedy
Any authorized Toyota dealer will update the software in the hybrid powertrain control module FREE OF
CHARGE .
Covered Vehicles
There are approximately 15,100 vehicles covered by this Special Service Campaign. There were approximately
800 vehicles distributed to Puerto Rico involved in this Special Service Campaign.
Owner Letter Mailing Date
Toyota will begin to notify owners in early November 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.
© 2022 Toyota Motor Sales, USA
Special Service Campaign 22TC10 - D - Page |2
Dealer Inventory Procedures
New and Used Vehicles in Dealership Inventory
Toyota requires that dealers complete this Special Service Campaign on any new and used vehicles currently
in dealer inventory that are covered by this Special Service Campaign prior to customer delivery.
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 22TC10 - 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 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.
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 Tyler Litchenberger (469) 292-6271 in Toyota Corporate Communications.
Please do not provide this number to customers. Please provide this contact only to media.
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:
• TER022A - Special Service Campaign 22TC10
• 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.
© 2022 Toyota Motor Sales, USA
Special Service Campaign 22TC10 - D - Page |4
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.
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 June 2023. 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.
© 2022 Toyota Motor Sales, USA
Special Service Campaign 22TC10 - D - Page |5
Warranty Reimbursement Procedures
Warranty Reimbursement Procedure
Verify Vehicle Eligibility
1. Confirm vehicle VIN matches RO
2. Check Vehicle Inquiry System for
campaign eligibility
No further action required
Not Covered
Covered
Perform Health Check and Verify ECU
Calibration
Old Calibration
Reflash the Hybrid Vehicle Control
ECU with the NEW Software
New Calibration
Campaign completed, return the
vehicle to the customer
Op Code
22TC10R1
•
•
Description
Update the Hybrid Powertrain Control ECU
Flat Rate Hours
0.8
The flat rate times include 0.1 hours for administrative cost per unit for the dealership.
If the Hybrid Powertrain Control Module already has the latest calibration ID, then use Op Code
22TC10R1.
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 22TC10 - 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 22TC10 (Remedy Notice)
Certain 2022 Model Year RAV4 Hybrid Vehicles
Software Update for the Hybrid Powertrain Control Module
Frequently Asked Questions
Original Publication Date: October 27, 2022
Q1:
A1:
Q2:
A2:
What is the condition?
The involved vehicles have incorrect identification codes in the hybrid powertrain control module. This
issue may result in noncompliance with certain state emissions requirements but does not have an
effect on the vehicle’s performance, emissions, or fuel efficiency.
Q1a:
Are there any symptoms of this condition?
A1a:
No, there are no symptoms of this condition.
What is Toyota going to do?
Toyota will send, starting in early November 2022, an owner notification by first class mail advising
owners to make an appointment with their authorized Toyota dealer to have the software in the hybrid
powertrain control module updated 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.
FAQ Page 1 of 2
© 2022 Toyota Motor Sales, USA
Q3:
A3:
Q4:
A4:
Q5:
A5:
Q6:
A6:
Which and how many vehicles are covered by this Special Service Campaign?
There are approximately 15,100 vehicles covered by this Special Service Campaign.
Model Name
Model Year
Production Period
RAV4 Hybrid
2022
Late November 2021 – Late April 2022
How long will the repair take?
The service should take approximately 45 minutes. However, depending upon the dealer’s work
schedule, it may be necessary to make the vehicle available for a longer period.
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.
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 2 of 2
© 2022 Toyota Motor Sales, USA
TOYOTA
Certain 2022 Model Year RAV4 Hybrid Vehicles
Software Update for the Hybrid Powertrain Control Module
Special Service Campaign 22TC10 (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.
What is the condition?
The involved vehicles have incorrect identification codes in the hybrid powertrain control module. This issue
may result in noncompliance with certain state emissions requirements but does not have an effect on the
vehicle’s performance, emissions, or fuel efficiency.
M
What will Toyota do?
Any authorized Toyota dealer will update the software in the hybrid powertrain control module FREE OF
CHARGE.
What should you do?
SA
Please contact your authorized Toyota dealer to make an appointment to have the hybrid powertrain
control module software updated. The service should 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.
Are there any symptoms of this condition?
No, there are no symptoms of this condition.
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 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 Customer Experience Center at 1-888270-9371 Monday through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 7:00 pm Eastern Time.
your
vehicle
ownership
or
contact
information,
please
visit
E
If you would like to update
https://www.toyota.com/owners.
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
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
© 2022 Toyota Motor Sales, USA