20TE10D

◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
2/17/2023
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TOPIC
Customer Support Program 20TE10 has been superseded by 23TE03.
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
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Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
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Original Publication Date: October 7, 2020
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
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CUSTOMER SUPPORT PROGRAM 20TE10
23
To:
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Certain 2013-2015 Model Year Prius
Certain 2014-2017 Model Year Prius V
Extension of Coverage to the Intelligent Power Module (IPM)
Production Period
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Model / Years
Mid-March 2013 – Early
November 2015
Late June 2014 – Late
November 2017
Prius V / 2014 -2017
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Prius / 2013 - 2015
Approximate Total
Vehicles
204,800
61,800
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In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer Support
Program to extend the coverage for repairs related to failure of the Intelligent Power Module (IPM). The
vehicles covered under this Customer Support Program must first have Safety Recall 20TA10 (launched in late
June 2020) performed.
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Background
This Customer Support Program provides coverage as it applies to the Intelligent Power Module (IPM). The
specific condition covered by this program is failure of the Intelligent Power Module (IPM) located inside the
inverter assembly of the hybrid system. This condition is indicated by hybrid system diagnostic trouble codes
(DTCs): P0A94, P324E, P3004, and/or P0A1A that your dealer can find by use of a special diagnostic tool. If
one or more of these DTCs are detected, various warning lamps on the instrument panel will also illuminate
and the vehicle will enter fail safe driving mode. The vehicles covered under this Customer Support Program
must first have Safety Recall 20TA10 performed. If the condition is verified, an appropriate remedy will be
performed under the terms of this Customer Support Program
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Although the Intelligent Power Module (IPM) is covered by Toyota’s New Vehicle Limited Warranty for 8 years
or 100,000 miles (whichever comes first), we at Toyota care about the customers’ ownership experience. Toyota
is providing additional coverage for repairs related to the Intelligent Power Module (IPM).
Note: For California-certified Prius (NOT Prius V) vehicles sold, registered, and normally operated in California,
Connecticut, Maine, Maryland, Massachusetts, New Jersey,), New York, Oregon, Rhode Island, and Vermont,
the Toyota New Vehicles Limited Warranty coverage is 15 years from the date of first use, or 150,000 miles
(whichever occurs first).
© 2020 Toyota Motor Sales, USA
Customer Support Program 20TE10- D - Page |2
The following information is provided to inform you and your staff of the program notification schedule and
your degree of involvement.
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Customer Support Program Details
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BY
23
This Customer Support Program provides coverage as it applies to the Intelligent Power Module (IPM). The
specific condition covered by this program is failure of the Intelligent Power Module (IPM) located inside
the inverter assembly of the hybrid system. This condition is indicated by hybrid system diagnostic trouble
codes (DTCs): P0A94, P324E, P3004, and/or P0A1A that your dealer can find by use of a special diagnostic
tool. If one or more of these DTCs are detected, various warning lamps on the instrument panel will also
illuminate and the vehicle will enter fail safe driving mode. The vehicles covered under this Customer
Support Program must first have Safety Recall 20TA10 performed. If the condition is verified, an appropriate
remedy will be performed under the terms of this Customer Support Program.*
This coverage will be offered for 15 years with no mileage limitation from the date of first use (DOFU).
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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.
Covered Vehicles
There are approximately 266,600 vehicles covered by this Customer Support Program. Approximately 120
vehicles were distributed to Puerto Rico.
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Owner Letter Mailing Date
Toyota will begin to notify owners in mid-October 2020 and will be mailed over several months. A sample of
the owner notification letter has been included for your reference.
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Customer Handling, Parts Ordering, and Remedy Procedures
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Customer Contacts
Customers who receive the owner letter may contact your dealership with questions regarding the letter
and/or the 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.
© 2020 Toyota Motor Sales, USA
Customer Support Program 20TE10- D - Page |3
This CSP IS emission related; therefore, vehicles branded as salvage, total loss, true mileage unknown, or
similar title ARE ELIGIBLE for coverage under this CSP.
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Salvage Title Vehicles
There is no New Vehicle Limited Warranty coverage or non-emission CSP coverage for vehicles that have been
branded as salvage, total loss, true mileage unknown, or similar title under any state’s law. Nonetheless, every
attempt should be made to complete an open emission related CSP when circumstances permit, unless noted
otherwise in the CSP dealer letter.
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For complete details on this policy, refer to Toyota Warranty Policy 4.17, “What Is Not Covered by The Toyota
New Vehicle Limited Warranty”.
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Customer Marketing
Direct marketing of this Customer Support Program is strictly prohibited pursuant to the Toyota Warranty
Policy 5.22, “Warranty Solicitation.” Non-compliance of this policy may result in a claim debit.
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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.
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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.
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As this is a Customer Support Program, the condition MUST be verified by inspecting the vehicle. Therefore,
dealers SHOULD NOT increase their stock of related repair parts. Dealers are requested to only order parts for
vehicles experiencing this condition only. DO NOT ORDER FOR STOCK. As always, if a customer experiences
the condition described, dealers should conduct appropriate diagnosis and order the applicable parts.
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Inverter component or assembly replacement MAY BE necessary based on the vehicle condition and diagnosis
as per T-SB-0036-16. ONLY ORDER the necessary parts based on the vehicle’s diagnosed condition. These
parts can be found in T-SB-0036-16.
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All Customer Support Program (CSP) 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.
© 2020 Toyota Motor Sales, USA
Customer Support Program 20TE10- D - Page |4
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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:
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• Hybrid Expert Technician
• 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.
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Remedy Procedures
Technical instructions for this Customer Support Program can be found in T-SB-0036-16.
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Parts Recovery Procedures
All parts replaced as part of this Customer Support Program 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.
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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.
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Refer to Warranty Policies 9.3 and 9.6 for additional details.
© 2020 Toyota Motor Sales, USA
Customer Support Program 20TE10- D - Page |5
Warranty Reimbursement Procedures
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Reimbursement Procedure
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NOTE: If the vehicle is still under the New Vehicle Limited Warranty, submit the repair as a Regular warranty
claim. If the vehicle is still under the New Vehicle Limited Warranty – Powertrain, an OFP must be input on
the claim. The OFP to list on the claim should be: G9200-#####
Warranty Op Codes have 2 separate tables below. First table is for Prius only. Second table is for Prius
V only.
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**NOTE**
Description (Reference Chart Above)
Op Codes

E10002

E10003

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E10001
2
3
4
2.9
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Dealer Flat Rate
Time
2.9
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3.0
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E10004
2.0
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The cost of super long-life coolant will be reimbursed under sublet type “OF” under ALL remedy op codes
for up to 1.2 liters per vehicle for a MAX of $15.
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Description
Replace the IPM (Intelligent Power Module)
1.
Replace the MG ECU
2.
Replace the inverter current sensor sub-assembly
3.
Replace the inverter assembly
4.
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Prius Vehicles ONLY
© 2020 Toyota Motor Sales, USA
Customer Support Program 20TE10- D - Page |6
Prius V Vehicles ONLY
Description (Reference Chart Above)
2
E10101

E10102


E10103


3

E10104
4
Flat Rate Time
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Op Codes

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Description
Replace the IPM (Intelligent Power Module)
1.
Replace the MG ECU
2.
Replace the inverter current sensor sub-assembly
3.
Replace the inverter assembly
4.
2.9
2.9
3.2
1.6
The cost of super long-life coolant will be reimbursed under sublet type “OF” under ALL remedy op codes
for up to 1.2 liters per vehicle for a MAX of $15.
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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.
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Customer Reimbursement
Reimbursement consideration instructions will be included in the owner letter.
© 2020 Toyota Motor Sales, USA
Customer Support Program 20TE10- D - Page |7
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Campaign Designation / Phase Decoder
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19TA01
19
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A
Year Campaign
is Launched
Vehicle Make
Field Action Category and Phase
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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
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19 = 2019
20 = 2020
21 = 2021
22 = 2022
23 = 2023
Etc...
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01
(May use other characters in unique
cases)
Field Action Sequence
01 = 1st Field Action of the year
02 = 2nd Field Action of the year
03 = 3rd Field Action of the year
(The sequence is unique for each
Field Action category)
(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.
© 2020 Toyota Motor Sales, USA