22TC09_Dealer Pa

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◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
November 22, 2022
TOPIC
Updated FAQ to include instructions for next steps after scanning QR code on B Pillar or Window
Cling
The most recent update in the attached Dealer Letter will be highlighted with a red box.
Please review this notification with your staff to assure that all relevant personnel have been briefed regarding this subject.
Thank you for your cooperation
© 2020 Toyota Motor Sales, USA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: November 2, 2022
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
SPECIAL SERVICE CAMPAIGN 22TC09 (Remedy Notice)
Certain 2023 Model Year bZ4X
bZ4X Vehicle Identification Number (VIN) Verification
Model / Years
2023
Production Period
Late October 2021 – Late May 2022
Approximate Total Vehicles
140
Condition
Toyota recently became aware that the make of the 2023 bZ4X may be mis-identified as “Subaru” when the first eight digits of
the vehicle’s VIN is decoded using the National Highway Traffic Safety Administration’s (NHTSA) database.
We want to assure the customer that their vehicle is a genuine Toyota product, manufactured at Toyota’s Motomachi plant in
Japan, and that their VIN is unique to their vehicle.
Remedy
Any authorized Toyota dealer will place a label stating that the 2023 Toyota bZ4X is a genuine Toyota product FREE OF CHARGE.
Covered Vehicles
There are approximately 140 vehicles covered by this Special Service Campaign. Puerto Rico is not involved in this campaign.
Owner Notification
In addition to your dealer outreach, Toyota will notify customers about this issue by email and/or first-class mail. The
notifications will begin November 2, 2022.
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
S p e c i a l S e r v i c e C a m p a i g n 2 2 T C 0 9 ( R e m e d y ) P a g e |2
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.
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.
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 (1-800331-4331) - 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 Tyler Lichtenberger (469) 292-2671 in Toyota Corporate Communications. Please do not provide this number to
customers. Please provide this contact only to media.
© 2022 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 2 2 T C 0 9 ( R e m e d y ) P a g e |3
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.
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.
Description
Quantity
bZ4X VIN Verification Label
1
bZ4X VIN Label Window Cling *
1
*Window Cling can be removed by the customer after review.
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
S p e c i a l S e r v i c e C a m p a i g n 2 2 T C 0 9 ( R e m e d y ) P a g e |4
Warranty Reimbursement Procedures
Warranty Reimbursement Procedure
Op Code
ATN902
•
•
Description
Place VIN Verification Label and
Window Cling
Flat Rate Hours
0.2
The flat rate times include 0.1 hours for administrative cost per unit for the dealership.
Window Cling can be removed by the customer after review.
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
S p e c i a l S e r v i c e C a m p a i g n 2 2 T C 0 9 ( R e m e d y ) P a g e |5
Campaign Designation / Phase Decoder
22TC09
19
T
A
01
Year Campaign
is Launched
Vehicle Make
Field Action Category and Phase
Field Action Sequence
19 = 2019
20 = 2020
21 = 2021
22 = 2022
23 = 2023
Etc...
T = Toyota
L = Lexus
A = Safety Recall Remedy
B = Safety Recall Interim
C = Special Service Campaign
D = Limited Service Campaign
E = Customer Support Program
F = Emissions Recall
(May use other characters in unique cases)
01 = 1 st Field Action of the year
02 = 2 nd Field Action of the year
03 = 3 rd Field Action of the year
(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-by-step
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 22TC09 (Remedy Notice)
Certain 2023 Model Year bZ4X
bZ4X Vehicle Identification Number (VIN) Verification
Frequently Asked Questions
Original Publication Date: November 2, 2022
Q1:
A1:
What is the condition?
Toyota recently became aware that the make of your vehicle may be mis-identified as “Subaru” when the first eight
digits of the Vehicle Identification Number (VIN) is decoded using the National Highway Traffic Safety Administration’s
(NHTSA) database. We want to assure you that your vehicle is a genuine Toyota product, manufactured at Toyota’s
Motomachi plant in Japan, and that your VIN is unique to your vehicle.
Q2:
A2:
What is Toyota going to do?
Starting in early November 2022, Toyota will be sending an owner notification by first class mail advising owners that
their authorized Toyota dealer will place a label on the vehicle FREE OF CHARGE stating their 2023 Toyota bZ4X is a
genuine Toyota product. The owner notification will provide further details about contacting your dealer to have this
label placed on your vehicle.
Q3:
A3:
How can this issue affect me?
Various third-party organizations may utilize the first eight digits of your vehicle’s VIN to verify the make of the vehicle
for various purposes, including, but not limited to:
• State Registration/Title Creation
• EV Tax Credit Application
• California HOV Lane Application
• Financing
• Insurance Coverage
• Out of State Transfer VIN Verification
These third parties may conclude that your vehicle’s make is a “Subaru” due to the issue mentioned above, and this
may affect whether and how these third parties provide their service.
Q4:
A4:
What should I do if I encounter this issue?
Should you encounter a situation where your vehicle is mis-identified by an entity that attempts to decode your
vehicle’s VIN using the first eight digits, the owner notification may serve as proof that your vehicle is a 2023 Toyota
bZ4X and that your VIN is unique to your vehicle. We recommend keeping the owner notification letter in your vehicle
for future reference, as needed. The installed label will also contain a QR code which will link to an explanation letter
which you may hand to any third-party if you cannot locate the owner notification letter.
FAQ Page 1 of 2
© 2022 Toyota Motor Sales, USA
Q5:
A5:
After I scan the QR code on the window cling or B pillar sticker, what is the next step?
Once the QR code is scanned, it will bring up a link to the ToyotaCare site
1) Click “CHECK YOUR VEHICLE ELGIBILITY”
2) Enter your 17 digit VIN into the “ENTER A VALID VIN” text box
3) Hit Submit and you will see a message and a link to the PDF right below the text box
Q6:
A6:
Which and how many vehicles are covered by this Special Service Campaign?
There are approximately 140 vehicles covered by this Special Service Campaign.
Model Name
Model Year
Production Period
bZ4X
2023
Late October 2021 – Late May 2022
Q7:
A7:
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.
Q8:
Q8:
What if I have additional questions or concerns?
If you have additional questions or concerns, please contact the Toyota Brand Engagement Center at 1-800-331-4331
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
•• PROTECTED 関係者外秘
TOYOTA
2023 Model Year bZ4X
bZ4X Vehicle Identification Number (VIN) Verification
Special Service Campaign (Remedy Notice)
[VIN]
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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.
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What is the condition?
Toyota recently became aware that the make of your vehicle may be mis-identified as “Subaru” when the first eight digits of
the Vehicle Identification Number (VIN) is decoded using the National Highway Traffic Safety Administration’s (NHTSA)
database.
We want to assure you that your VIN: XXXXXXXXXXXXXXXX is a genuine Toyota product, manufactured at Toyota’s Motomachi
plant in Japan, and that your VIN is unique to your vehicle.
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Your Vehicle’s Identification Number (VIN)
A vehicle’s identification number (VIN) is a unique set of 17 alphanumeric characters that identify aspects of your vehicle such
as the country of manufacture, vehicle description, model year, and a sequential number to specifically identify the vehicle.
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How can this issue affect me?
Various third-party organizations may utilize the first eight digits of your vehicle’s VIN to verify the make of the vehicle for
various purposes, including, but not limited to:
• State Registration/Title Creation
• Financing
• EV Tax Credit Application
• Insurance Coverage
• California HOV Lane Application
• Out of State Transfer VIN Verification
These third parties may conclude that your vehicle’s make is a “Subaru” due to the issue mentioned above, and this may affect
whether and how these third parties provide their service.
What will Toyota do?
Any authorized Toyota dealer will place a label in your vehicle stating that your 2023 Toyota bZ4X is a genuine Toyota product
FREE OF CHARGE to you.
•• PROTECTED 関係者外秘
What should you do?
If the wheels and hub bolts on your vehicle HAVE NOT been replaced under Safety Recall 22TA06 – Potential Loss of
Vehicle Control, please DO NOT DRIVE your vehicle. Please contact your dealer for vehicle pickup.
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If this remedy for Safety Recall 22TA06 has been completed on your vehicle, please contact your authorized Toyota
dealer to make an appointment to have the label installed FREE OF CHARGE.
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Should you encounter a situation where your vehicle is mis-identified by an entity that attempts to decode your
vehicle’s VIN using the first eight digits, this letter may serve as proof that your vehicle is a 2023 Toyota bZ4X and that
the VIN: XXXXXXXXXXXXXXXX is unique to your vehicle. We recommend keeping this letter in your vehicle for future
reference, as needed. The installed label will also contain a QR code which will link to an explanation letter which you
may hand to any third-party if you cannot locate this letter.
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/recall.
If you require further assistance, you may contact the Toyota Brand Engagement Center at 1-800-331-4331 Monday through
Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 7:00pm Eastern Time.
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•
•
•
If you would like to update your vehicle ownership or contact information, please visit https://www.toyota.com/recall/updateinfo-toyota. You will need your full 17-digit Vehicle Identification Number (VIN) to input the new information.
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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.
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Thank you for owning a Toyota.
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Sincerely,
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TOYOTA MOTOR SALES, U.S.A., INC.
•• PROTECTED 関係者外秘
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 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 1-888-270-9371.
Dealer Information
Dealer Name/Address
Dealer Code
Dealer Phone Number
Dealer Staff Name
Dealer Staff Signature
© 2020 Toyota Motor Sales, USA – Version 3b