19TE12 Dealer Pa

•• PROTECTED 関係者外秘
◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
December 2, 2022
February 05, 2020
December 10, 2019
November 13, 2019
TOPIC
Customer Support Program 19TE12 expired December 1, 2022.
Customer Support Program 19TE12 vehicle total has increased by approximately 50 vehicles.
Approximately 90 vehicles were moved from Limited Service Campaign K0P to Customer Support
Program 19TE12. Approximately 40 vehicles were moved from Customer Support Program 19TE12
to Limited Service Campaign K0P.
Vehicle total has decreased by approximately 1,100 vehicles. Vehicles were moved from Customer
Support Program 19TE12 and added to Limited Service Campaign K0P.
Opcodes are now available to submit warranty claims on vehicles still under the New Vehicle Limited
Warranty (3yrs/36,000 miles).
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.
© 2019 Toyota Motor Sales, USA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: October 17, 2019
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
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CUSTOMER SUPPORT PROGRAM 19TE12
Multiple Models and Model Years
Coverage for Safety Connect System – Vehicle Location Inaccurate
Production Period
2013 – 2019 Model Year 4Runner
2013 – 2017 Model Year Land Cruiser
2016 – 2017 Model Year Mirai
2013 – 2017 Model Year Prius
2013 – 2017 Model Year Prius V
Late January 2013 - Late January 2019
Mid-December 2012 - Late July 2017
Early March 2015 - Mid-December 2017
Late December 2012 - Early November 2117
Early February 2013 - Late November 2017
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Model / Years
Approximate Total
Vehicles
146,540
12,170
1,060
28,600
7,360
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In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer Support
Program to provide coverage for Safety Connect System – Vehicle Location Inaccurate.
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Background
The Data Communication Module (DCM) in the subject vehicles is equipped with software to identify the
location of the vehicle using the Global Positioning System (GPS) to support features of the Safety Connect
system. Due to incorrect programming in the DCM software, after November 2nd, 2019, the GPS coordinates
for this system will be calculated incorrectly. This will cause the system to use incorrect vehicle coordinates if
one of the system’s features is activated.
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Note: Toyota has initiated a Limited Service Campaign and a Customer Support Program to resolve this issue
related to the Safety Connect system. Both of these programs provide the same free remedy to correct this
issue with Safety Connect. Toyota recommends that customers have the free remedy performed before
reactivating Safety Connect. Vehicles that had an active Safety Connect subscription on or after 10/1/2017
were included in Limited Service Campaign LSC K0P. Vehicles that did not have an active Safety Connect
subscription on or after 10/1/2017 but are affected by this condition are included in this Customer Support
Program (19TE12).
The following information is provided to inform you and your staff of the program notification schedule and
your degree of involvement.
© 2019 Toyota Motor Sales, USA
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Customer Notification
Because this condition will only impact customers who have an active Safety Connect subscription, customers
will be notified of this CSP during the reactivation process for Safety Connect and will be provided instructions
on how to have the DCM software updated at their local authorized dealer. A copy of the communication that
is provided to customers at subscription activation is included for your reference. The DCM software update
must be performed in order for certain features of Safety Connect to work as designed.
Customer Support Program Details
This Customer Support Program provides coverage as it applies to incorrectly calculated GPS coordinates
due to the Data Communication Module being programmed incorrectly.
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This coverage will be offered until December 1, 2022 regardless of mileage.
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This coverage is for work performed at an authorized Toyota dealer only. It is subject to the same terms and conditions set
forth in the New Vehicle Limited Warranty Section of the Owner’s Warranty Information booklet. For example, damage from
abuse, an accident, theft and/or vandalism is not covered.
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This Customer Support Program applies to customers who are activating a Safety Connect subscription. If a
customer does not have a Safety Connect subscription, this condition does not affect any functions of the
customer’s vehicle.
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Covered Vehicles
There are approximately 195,700 vehicles covered by this Customer Support Program. There were no vehicles
distributed to Puerto Rico affected by this Customer Support Program.
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Customer Handling, Parts Ordering, and Remedy Procedures
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Customer Contacts
Customers who are renewing or newly activating their Safety Connect subscription may contact your
dealership with questions regarding this Customer Support Program. 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.
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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.
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Customer Marketing
Direct marketing of this Customer Support Program is strictly prohibited pursuant to the Toyota Warranty
Policy 5.21, “Warranty Solicitation.” Non-compliance of this policy may result in a claim debit.
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 Support Program - 19TE12 - D - Page |3
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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 (any specialty)
Expert Technician (any specialty)
Master Technician
Master Diagnostic Technician
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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.
NOTE: Claims for repairs that were performed by non-qualified technicians are subject to debit.
Campaign Special Service Tools
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CABLE No.2
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CABLE No.1
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These tools have been provided to the dealership at the launch
of LSC K0P, they are necessary when performing the
recalibration. *
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* DO NOT use these tools except for this campaign.
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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.
© 2019 Toyota Motor Sales, USA
Warranty Reimbursement Procedures
Time
0.3
2.0
2.3
2.5
OFP
T1
T2
86740 - *****
86741 - *****
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Description
Confirm Calibration ID, No Update Needed
Confirm Calibration ID and Recalibrate DCM Type 13/14
Confirm Calibration ID and Recalibrate DCM Type 12
Confirm Calibration ID, Partial Passenger Seat Removal and
Recalibrate DCM Type 12
Description
Confirm Calibration ID, No Update Needed
Confirm Calibration ID and Recalibrate DCM Type 13/14
Confirm Calibration ID and Recalibrate DCM Type 12
Confirm Calibration ID, Partial Passenger Seat Removal and Recalibrate
DCM Type 12
AHH004
Model Year
4Runner
Land Cruiser
Mirai
Prius
Prius V
2013 - 2019
2013 - 2017
2016 - 2017
2013 - 2017
2013 - 2017
DCM Type
DCM-12
DCM-12
DCM-13/14
DCM-12
DCM-12
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Model
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Op Code
AHH001
AHH002
AHH003
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Opcode
TDCM01
TDCM02
TDCM03
TDCM04
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Reimbursement Procedure
NOTE: If the vehicle is still under the New Vehicle Limited Warranty (3yrs/36,000 miles), submit the repair as
a Regular warranty claim using the Opcodes below TDCM01 - TDCM04. The Original Failed Part OFP will vary
depending on model.
Flat Rate Hours
0.3
2.0
2.3
2.5
Partial Passenger Seat Removal
required
Yes
Not Required
Not Required
Yes
Yes
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Claim Filing Accuracy and Correction Requests
It is the dealer’s responsibility to file claims correctly for this Customer Support Program. 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.
Customer Support Program - 19TE12 - D - Page |5
Campaign Designation / Phase Decoder
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19TA01
Year Campaign
is Launched
Vehicle Make
Field Action Category and Phase
Field Action Sequence
T = Toyota
L = Lexus
A = Safety Recall Remedy
B = Safety Recall Interim
C = Special Service Campaign
D = Limited Service Campaign
E = Customer Support Program
01 = 1st Field Action of the year
02 = 2nd Field Action of the year
03 = 3rd Field Action of the year
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19 = 2019
20 = 2020
21 = 2021
22 = 2022
23 = 2023
Etc...
01
(The sequence is unique for each
Field Action category)
D
(May use other characters in unique
cases)
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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
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Please review this entire package with your Service and Parts staff to familiarize them with the proper step-bystep procedures required to implement this Customer Support Program.
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Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
© 2019 Toyota Motor Sales, USA
Multiple Models and Model Years
Coverage for Safety Connect System – Vehicle Location Inaccurate
Frequently Asked Questions
Original Publication Date: October 17, 2019
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CUSTOMER SUPPORT PROGRAM 19TE12
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◄ IMPORTANT UPDATE ►
February 05, 2020
D
December 10, 2019
TOPIC
Customer Support Program 19TE12 vehicle total has increased by approximately 50
vehicles. Approximately 90 vehicles were moved from Limited Service Campaign
K0P to Customer Support Program 19TE12. Approximately 40 vehicles were moved
from Customer Support Program 19TE12 to Limited Service Campaign K0P.
Vehicle total has decreased by approximately 1,100 vehicles. Vehicles were moved
from Customer Support Program 19TE12 and added to Limited Service Campaign
K0P.
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DATE
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What is the condition?
The Data Communication Module (DCM) in the subject vehicles is equipped with software to identify
the location of the vehicle using the Global Positioning System (GPS) to support features of the Safety
Connect system. Due to incorrect programming in the DCM software, after November 2nd, 2019, the
GPS coordinates for this system will be calculated incorrectly. This will cause the system to use
incorrect vehicle coordinates if one of the system’s features is activated.
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The most recent update will be highlighted with a red box.
Safety Connect is a subscription-based telematics service that uses Global Positioning System
(GPS) data and embedded cellular technology to provide Automatic Collision Notification,
Emergency Assistance, Enhanced Roadside Assistance, and Stolen Vehicle Locator services to
subscribers.
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A1a:
What is the Safety Connect system?
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Q1a:
Q1b:
I’m not sure if I have a Safety Connect subscription; how can I tell if the system is active on my
vehicle?
A1b:
Safety Connect service is available by subscription on select, telematics hardware-equipped
vehicles. Owners can contact any Toyota dealership or the Toyota Customer Experience Center
to see if their vehicle has an active subscription.
FAQ Page 1 of 3
© 2019 Toyota Motor Sales, USA
Q2:
A2:
Are there any warnings that this condition exists?
No. There are no warnings that this condition exists.
Why are some vehicles involved in this Customer Support Program and others involved in Limited
Service Campaign “K0P”? What is the difference?
A3:
Toyota has initiated a Limited Service Campaign and a Customer Support Program to resolve this issue
related to the Safety Connect system. Both of these programs provide the same free remedy to correct
this issue with Safety Connect. Toyota recommends that customers have the free remedy performed
before reactivating Safety Connect. Vehicles that had an active Safety Connect subscription on or after
10/1/2017 were included in Limited Service Campaign LSC K0P. Vehicles that did not have an active
Safety Connect subscription on or after 10/1/2017 but are affected by this condition are included in this
Customer Support Program (19TE12).
Q4:
A4:
My Safety Connect subscription is not active. Do I need to have this repair completed?
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This Customer Support Program applies to customers who are activating a Safety Connect
subscription. If a customer is not activating a Safety Connect subscription, it is not necessary to have
the repair completed.
What is Toyota going to do?
Because this condition will only impact customers who are reactivating their vehicles’ Safety Connect
subscription, customers will be notified of this CSP during the reactivation process and will be provided
instructions on how to have the DCM software updated at their local authorized dealer. A copy of the
communication that is provided to customers at subscription activation is included for your reference.
The DCM software update must be performed in order for certain features of Safety Connect to work
as designed.
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What should I do to have the software update performed?
If you are activating a Safety Connect subscription, please make an appointment with your local
authorized Toyota dealer to have the software update performed FREE OF CHARGE. If you are not
activating a Safety Connect subscription, there is no action necessary at this time.
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Q5:
A5:
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Q3:
Which and how many vehicles are covered by this Customer Support Program?
There are approximately 195,700 vehicles covered by this Customer Support Program.
Model Year
4Runner
Land Cruiser
Mirai
Prius
Prius V
2013 - 2019
2013 - 2017
2016 - 2017
2013 - 2017
2013 - 2017
Approximate Total
Vehicles
146,540
12,170
1,060
28,600
7,360
Production Period
Late January 2013 - Late January 2019
Mid-December 2012 - Late July 2017
Early March 2015 - Mid-December 2017
Late December 2012 - Early November 2117
Early February 2013 - Late November 2017
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Model Name
Q7a:
Are there any other Lexus/Toyota/Scion vehicles covered by this Customer Support Program in
the U.S.?
A7a:
Yes, the following Lexus vehicles are also covered by Customer Support Program 19LE05.
Certain 2011–2017 model year CT200H, certain 2013–2017 model year ES300H, certain 2010–
2017 model year ES350, certain 2016–2017 model year GS-F, certain 2016–2017 model year
GS200T, certain 2011-2017 model year GS350, certain 2013-2017 model year GS450H, certain
2010-2018 model year GX460, certain 2013-2014 model year IS-F, certain 2016-2017 model
year IS200T, certain 2010-2015 model year IS250, certain 2013-2015 model year IS250C, certain
2016-2017 model year IS300, certain 2013-2017 model year IS350, certain 2013-2015 model
year IS350C, certain 2013-2017 model year LS460, certain 2013-2016 model year LS600H,
certain 2010-2017 model year LX570, certain 2015-2017 model year NX200T, certain 2015-2017
model year NX300H, certain 2015-2017 model year RC-F, certain 2016-2017 model year
RC200T, certain 2016-2017 model year RC300, certain 2015-2017 model year RC350, certain
2010-2017 model year RX350 and certain 2010-2017 model year RX450H.
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What if I have additional questions or concerns?
If you have additional questions or concerns, please 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.
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Q9:
A9:
How long will the repair take?
The repair takes approximately two and a half to three hours depending on the model. However,
depending upon the dealer’s work schedule, it may be necessary to make the vehicle available for a
longer period of time.
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Q7:
A7:
FAQ Page 3 of 3
© 2019 Toyota Motor Sales, USA
TOYOTA
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Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Thank you for your interest in Safety Connect! Toyota and Lexus are dedicated to providing vehicles of
outstanding quality and value. As part of our continual efforts to promote customer satisfaction, Toyota and
Lexus have initiated a Limited Service Campaign and a Customer Support Program to resolve an issue related
to the Safety Connect system. Our records indicate that your vehicle is involved in either the Limited Service
Campaign or the Customer Support Program and the repair has not been performed.
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Both of these programs provide the same free remedy to correct this issue with Safety Connect. Toyota and
Lexus recommend that you have the free remedy performed before reactivating Safety Connect.
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The Data Communication Module (DCM) in the subject vehicles is equipped with software to identify the
location of the vehicle using the Global Positioning System (GPS) to support features of the Safety Connect
system*. Due to incorrect programming in the DCM software, after November 2nd, 2019, the GPS coordinates
for this system will be calculated incorrectly. This will cause the system to use incorrect vehicle coordinates if
one of the system’s features is activated.
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The Limited Service Campaign and Customer Support Program provide coverage as it applies to incorrectly
calculated GPS coordinates due to the Data Communication Module being programmed incorrectly
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*Safety Connect is a subscription-based telematics service that uses Global Positioning System (GPS) data
and embedded cellular technology to provide Automatic Collision Notification, Emergency Assistance,
Enhanced Roadside Assistance, and Stolen Vehicle Locator services to subscribers.
Coverage
The Limited Service Campaign and Customer Support Program are available until December 1st, 2022
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What should you do?
If you are reactivating Safety Connect on your vehicle, please contact your authorized Toyota or Lexus dealer
to make an appointment to have the Data Communication Module reprogram performed free of charge. The
remedy will take approximately two and a half to three hours. However, depending on the dealer’s work
schedule, it may be necessary to make your vehicle available for a longer period of time.
What if you have other questions?
•
Your local Toyota or Lexus dealer will also be more than happy to answer any of your questions.
Toyota 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.
Lexus Customers with additional questions or concerns may contact the Lexus Guest Experience Center
(1-800-255-3987) - Monday through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 6:00 pm Eastern Time.
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We have provided this notice in the interest of your continued satisfaction with our products. We sincerely
regret any inconvenience this condition may have caused you.
Thank you for driving a Toyota or Lexus.
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Sincerely,
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TOYOTA MOTOR SALES, U.S.A., INC.