22TE09

◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
05/18/2023
TOPIC
Toyota has added 2020-2022 Highlander HV AWD to this CSP
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: December 21, 2022
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
CUSTOMER SUPPORT PROGRAM 22TE09
Certain 2019 – 2022 Model Year Rav4 HV (AWD Only)
Certain 2020 – 2022 Model Year Highlander HV (AWD Only)
Coverage for HV Floor Under Wire Harness and Rear Traction Motor Cable Corrosion
Model / Years
2019 – 2022 Rav4 HV AWD
2020 – 2022 Highlander HV AWD
Production Period
Mid-August 2018 – Mid-November 2022
Late June 2019 – Late October 2022
Approximate Total Vehicles
437,140
113,410
In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer Support Program to
provide coverage for the HV Floor Under Wire Harness and the Rear Traction Motor Cable on certain 2019 to 2022 Rav4 HV
AWD and certain 2020 to 2022 Highlander HV AWD vehicles.
Background
Although the HV Floor Under Wire Harness and Rear Traction Motor Cable is covered by Toyota’s New Vehicle Limited Warranty
for 3 years or 36,000 miles (whichever comes first), we at Toyota care about the customers’ ownership experience. Toyota is
providing coverage for repairs related to excessive corrosion to the wire harness connections at the Rear Motor Generator.
Excessive corrosion can cause AM Radio Static during certain drive cycles, or, following certain warning indicators, the vehicle
may not start.
The following information is provided to inform you and your staff of the program notification schedule and your degree of
involvement.
Customer Support Program Details
This Customer Support Program provides coverage as it applies to HV Floor Under Wire Harness and Rear Traction Motor
Generator Cable on certain 2019-2022 model year Rav4 HV AWD and certain 2020-2022 Highlander HV AWD vehicles. The
specific condition covered by this program is excessive corrosion at the connector of the HV Floor Under Wire Harness and
Rear Traction Motor Cable. If the condition is verified per Toyota inspection criteria, the vehicle will be repaired or have the
affected wire harness/cable replaced under the terms of this Customer Support Program.
•
This coverage will be offered for 8 years or 100,000 miles (whichever comes first).
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 now approximately 586,550 vehicles covered by this Customer Support Program. There are 3,400 vehicles in Puerto
Rico involved in this Customer Support Program.
© 2020 Toyota Motor Sales, USA
C u s t o m e r S u p p o r t P r o g r a m 2 2 T E 0 9 - D - P a g e |2
Owner Letter Mailing Date
Toyota is administering this program in phases.
Phase 1
Toyota began notifying owners of applicable Rav4 HV AWD vehicles in early February 2023, and those were distributed
over the following several months.
Model / Years
2019 – 2022 Rav4 HV AWD
Production Period
Mid-August 2018 – Mid-November 2022
Approximate Total Vehicles
437,140
Phase 2
In mid-May 2023, Toyota added approximately 113,410 vehicles to this Customer Support Program, as noted here.
Toyota will begin to notify owners of the applicable Highlander HV AWD vehicles starting in mid-June 2023, and they
will continue to be mailed over several months. A sample of the owner notification has been included for your
reference.
Model / Years
2020 – 2022 Highlander HV AWD
Production Period
Late June 2019 – Late October 2022
© 2020 Toyota Motor Sales, USA
Approximate Total Vehicles
113,410
C u s t o m e r S u p p o r t P r o g r a m 2 2 T E 0 9 - D - P a g e |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 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 and accurate message is communicated.
Customers with additional questions or concerns are asked to please contact the Toyota Brand Engagement Center (1-888-2709371) - Monday through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 7:00 pm Eastern Time.
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.
•
This CSP IS NOT emission related; therefore, vehicles branded as salvage, total loss, true mileage unknown, or similar title
are NOT ELIGIBLE for coverage under this CSP.
For complete details on this policy, refer to Toyota Warranty Policy 4.17, “What Is Not Covered by The Toyota New Vehicle
Limited Warranty.”
Customer Marketing
Direct marketing of this Customer Support Program is strictly prohibited pursuant to Toyota Warranty Policy 5.22,
“Warranty Solicitation.” Non-compliance w i t h this policy may result in a claim debit.
Media Contacts
It is imperative that all media contacts (local and national) relating to this Customer Support Program receive a consistent
response. In this regard, all media contacts must be directed to Joshua Burns (469) 292-6449 in Toyota Corporate
Communications. Please do not provide this number to customers. Please provide this contact only to media.
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. Dealers can identify which parts ordering
method to use by reviewing the parts information section of Dealer Daily and checking for a MAC code on the part numbers
below. For MAC code C, order through CPOR. For MAC code D, refer to the MAC report for further instructions.
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.
DO NOT ORDER FOR STOCK. As always, if a customer experiences the condition described, dealers should conduct appropriate
diagnosis and order the applicable parts.
© 2020 Toyota Motor Sales, USA
C u s t o m e r S u p p o r t P r o g r a m 2 2 T E 0 9 - D - P a g e |4
HV Floor Under Wire Harness Repair Parts
Model
Rav4 HV
Highlander HV
Model
Rav4 HV
NAP Production
Part Number
821H1-0R011
821H1-0R012
72693-06030
90917-A6002
17451-F0100
90177-A0021
90105-A0369
821H1-0E051
72693-48010
90917-A6002
17451-F0020
90177-A0021
90105-A0369
Description
HV Floor Under Wire Harness (2019-2021 MY)
HV Floor Under Wire Harness (2022 MY)
Rear Seat Cushion Hook Clips
Gasket, Exhaust Pipe
Gasket, Exhaust Pipe
Nut, Lock
Bolt, Flange
HV Floor Under Wire Harness
Rear Seat Cushion Hook Clips
Gasket, Exhaust Pipe
Gasket, Exhaust Pipe
Nut, Lock
Bolt, Flange
Qty
1
1
2
1
1
2
2
1
2
1
1
2
2
Part Number
821H1-42021
821H1-48131
72693-12080
90917-06094
17451-25040
90177-10005
90105-10585
CBU Production
Description
HV Floor Under Wire Harness (2019-2021 MY)
HV Floor Under Wire Harness (2022 MY)
Rear Seat Cushion Hook Clips
Gasket, Exhaust Pipe
Gasket, Exhaust Pipe
Nut, Lock
Bolt, Flange
Qty
1
1
2
1
1
2
2
Rear Traction Motor Cable Parts: Only requires replacement based on inspection standard.
NAP Production
Model
Part Number
Description
G1149-42010
Rear Traction Motor Cable
G114D-47021
Cap Motor Cable Terminal
Rav4 HV /
Highlander HV 90105-A0420
Bolt, w Washer
90119-A0512
Bolt, W Washer
Model
Rav4 HV
Part Number
G1149-42010
G114D-47021
91552-E1255
90119-14186
CBU Production
Description
Rear Traction Motor Cable
Cap Motor Cable Terminal
Bolt, w Washer
Bolt, W Washer
Qty
1
1
2
1
Qty
1
1
2
1
All Customer Support Program (CSP) parts are eligible for the Monthly Parts Return Program. Please refer to PANT Bulletin 2011087 for campaign parts that are currently returnable under the Monthly Parts Return Program and for additional details.
© 2020 Toyota Motor Sales, USA
C u s t o m e r S u p p o r t P r o g r a m 2 2 T E 0 9 - D - P a g e |5
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:
•
•
•
Hybrid Expert Technician
Master Technician
Master Diagnostic Technician
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.
NOTE: Claims for repairs that were performed by non-qualified technicians are subject to debit.
Remedy Procedures
Refer to TIS for Technical Instructions on this CSP diagnosis and repair. Conduct any non-completed Safety Recalls and Service
Campaigns on the vehicle during the time of appointment.
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 may be utilized by various departments for defect analysis,
quality control analysis, product evaluation, as well as other purposes.
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.
Refer to Warranty Policies 9.3 and 9.6 for additional details.
© 2020 Toyota Motor Sales, USA
C u s t o m e r S u p p o r t P r o g r a m 2 2 T E 0 9 - D - P a g e |6
Warranty Reimbursement Procedures
Reimbursement Procedure
Model
Rav4 HV
Highlander HV
•
•
•
Op Code
22TE09R1
22TE09R2
22TE09R3
22TE09R4
Description
Replace HV Floor Under Wire Harness
Replace HV Floor Under Wire and Rear Traction Motor Cable
Replace HV Floor Under Wire Harness
Replace HV Floor Under Wire and Rear Traction Motor Cable
Flat Rate Hours
4.7
5.7
9.3
10.3
All claims should be filed under CSP opcodes.
A loaner vehicle or alternative transportation through the Rent-A-Toyota program can be claimed for up to a maximum of
1 day as a sublet type “RT” under any of the Op Codes listed above.
o For rentals that exceed the maximum number of allowable days and/or dollars per day, refer to the Toyota
Transportation Assistance Policy (TTAP) for DSPM authorization requirements.
o Rental invoice MUST be attached to all rental claims. These claims may be subject to debit if rental invoice is not
attached.
Towing can be claimed under any of the Op Codes listed above for a maximum of $250 as sublet type “TW” in the event the
customer vehicle cannot be driven due to DTC.
o Towing invoice MUST be attached to all towing claims. These claims may be subject to debit if towing invoice is not
attached.
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 determined 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 Reimbursement
Reimbursement consideration instructions will be included in the owner letter.
© 2020 Toyota Motor Sales, USA
C u s t o m e r S u p p o r t P r o g r a m 2 2 T E 0 9 - D - P a g e |7
Campaign Designation / Phase Decoder
22TE09
22
T
E
09
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 Customer Support Program.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
© 2020 Toyota Motor Sales, USA
CUSTOMER SUPPORT PROGRAM 22TE09
Certain 2019 – 2022 Model Year Rav4 HV (AWD Only)
Certain 2020 – 2022 Model Year Highlander HV (AWD Only)
Coverage for HV Floor Under Wire Harness and Rear Traction Motor Cable Corrosion
Frequently Asked Questions
Original Publication Date: December 21, 2022
Q1:
A1:
What is the condition?
The subject vehicles may exhibit excessive corrosion on the HV Floor Under Wire Harness and Rear Traction Motor
Cable at the connector located at the Rear Motor Generator. Excessive corrosion can cause AM Radio Static during
certain drive cycles, or, following certain warning indicators, the vehicle may not start. Q1a:
What is the HV
Floor Under Wire Harness and Rear Traction Motor Cable?
A1a: The HV Floor Under Wire Harness and Rear Traction Motor Cable are high voltage electrical wires that provide
electrical power to the rear wheel electric rear motor generator of All Wheel Drive Rav4 HV and Highlander HV
vehicles.
Q2:
A2:
What is Toyota going to do?
Toyota will administer this program in phases. In phase one, Toyota notified owners of involved Rav4 HV vehicles early
February 2023. In phase two, Toyota will begin to notify owners of involved Highlander HV vehicles in mid-July 2023.
Q3:
A3:
Are there any warnings that this condition exists?
If your vehicle detects a hybrid system issue, you may have messages displayed on the Multi-Information Display or the
Head Unit Display as shown below. If these messages appear, contact the dealer for proper diagnosis.
Multi-Information Display
Head Unit Display
Note: It is possible for the lights above to be illuminated and not be related to the condition outlined in this Customer
Support Program.
© 2022 Toyota Motor Sales, USA
FAQ Page 1 of 3
If an owner thinks they are experiencing the AM Static condition described in this Customer Support Program, the
owner can perform a simple stationary test.
1. In a safe area, start the vehicle in Park .
2. Tune the radio to a known AM station in your area.
3. Listen to the radio and take note of the sound quality.
4. After confirming the sound quality, place the vehicle into Reverse or Drive with your foot on the brake
for 3 seconds. Then place the vehicle back into Park.
5. Repeat step 4 an additional 2 times.
6. If the vehicle has the concern, the static will start exactly when the vehicle is placed into Drive and/or
Reverse. The static will then go away when placed back into Park.
Note: If you are not a regular listener to AM radio, static can be considered normal depending on the
reception and as you are driving. This static is not related to this condition.
If an owner believes the vehicle is affected after performing the AM Static check, they should contact their local Toyota
dealer for appropriate diagnosis.
Q4:
A4:
Q5:
A5:
Q3a:
A3a.
What if my vehicle is determined to have the AM static due to corrosion, but does not have the DTCs?
At this time, Toyota has a limited supply of parts and will be prioritizing repairs for those owners who are
unable to start their vehicle and have active DTCs. If your vehicle is confirmed to have the corrosion condition,
but is only experiencing the AM static, your vehicle may need to be repaired at a later date.
A3b:
A3b:
What if the diagnosis is performed and my vehicle is not covered by the Customer Support Program?
Please be aware that, if the condition is not covered by this Customer Support Program, you may be responsible
for the initial diagnostic fees and any other repairs you may decide to have performed. Any authorized Toyota
Dealership can determine if a condition is covered by this Customer Support Program.
Which and how many vehicles are covered by this Customer Support Program?
There are approximately 586,550 vehicles covered by this Customer Support Program.
Model Name
Model Year
Production Period
Rav4 HV (AWD Only)
Highlander HV (AWD Only)
2019-2022
2020-2022
Mid-August 2018 – Mid-November 2022
Late June 2019 – Late October 2022
What are the details of this program?
This Customer Support Program provides coverage as it applies to the HV Floor Under Wire Harness and Rear Traction
Motor Cable Corrosion. If sufficient corrosion occurs, the vehicle can set DTC P0AA649 and/or P1C8049 or create AM
Radio Static during certain driving conditions. If the covered conditions are verified, the affected cable will be repaired
or replaced under the terms of this Customer Support Program.
•
This coverage will be offered for 8 years or 100,000 miles (whichever comes first)
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.
Q6:
A6:
What if an owner HAS NOT experienced this condition but would like to have the repair completed?
This Customer Support Program only applies to vehicles that have exhibited and been diagnosed by an authorized
Toyota dealer with the condition described above. If an owner has not experienced the condition, he/she is asked to
tear off the sheet included in the owner letter and insert it into the Owner’s Warranty Information Booklet for future
reference.
© 2022 Toyota Motor Sales, USA
FAQ Page 2 of 3
Q7:
A7:
How long will the repair take?
The repair takes approximately five to six hours on Rav4 HV and nine to ten hours on Highlander HV. However,
depending upon the dealer’s work schedule, it may be necessary to make the vehicle available for a longer period of
time.
Q8:
A8:
What if I previously paid for repairs related to this Customer Support Program?
Reimbursement consideration instructions will be provided in the owner letter.
Q9:
A9:
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.
Q10:
A10:
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.
© 2022 Toyota Motor Sales, USA
FAQ Page 3 of 3