23TC08 Dealer Pa

Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: February 09, 2024
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
SPECIAL SERVICE CAMPAIGN 23TC08 (Remedy Notice)
Certain 2021-2023 Model Year Venza HV
Skid Control ECU Reprogram
Model / Years
2021-2023 Venza HV
Production Period
Early March 2020 – Mid June
2023,
Approximate Total Vehicles
70,500
Condition
One of the features in your vehicle is the predictive efficient drive system. This system uses the
navigation system to predict likely deceleration or stopping locations based on the driving situation
and traffic patterns, to enhance fuel economy. However, for some vehicles, the navigation system
may not learn these driving patterns due to a programming error in the skid control ECU.
Remedy
Any authorized Toyota dealer will update the software in the skid control ECU FREE OF CHARGE.
Covered Vehicles
There are approximately 70,500 vehicles covered by this Special Service Campaign. No vehicles covered by
this Special Service Campaign were distributed to Puerto Rico.
Owner Letter Mailing Date
Toyota will begin to notify owners in late February 2024. 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.
© 2020 Toyota Motor Sales, USA
Special Service Campaign 23TC08 - Page |2
Dealer Inventory Procedures
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. However, if the campaign cannot be completed (for example, due to remedy parts
availability), delivery of a covered vehicle is acceptable if disclosed to the customer that the vehicle is involved
in an Special Service Campaign.
Toyota expects dealers to use the attached Customer Contact and Vehicle Disclosure Form to obtain vehicle
buyer information. Dealers are expected to provide a copy of the completed form, along with the most current
FAQ, to the vehicle buyer. Toyota and the dealer may use this information to contact the customer when the
remedy becomes available.
Keep the completed form on file at the dealership and send a copy to [email protected]. In the
subject line of the email state “Disclosure Form 23TC08” and include the VIN.
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.
© 2023 Toyota Motor Sales, USA
Special Service Campaign 23TC08 - 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 Brand Engagement
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 Joshua Burns in Toyota Corporate Communications at (469) 292-6449.
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 Special Service Campaign are required to successfully complete the most current version of the ELearning course “Safety Recall and Service Campaign Essentials”. To ensure that all vehicles have the repair
performed correctly; technicians performing this recall repair are required to have completed the following
courses:
• TIC206A – Electrical Repair 1
It is the dealership’s responsibility to select technicians with the above course completions to perform this
Special Service Campaign 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.
© 2023 Toyota Motor Sales, USA
Special Service Campaign 23TC08 - Page |4
Emissions Repair Procedures for California Dealers
As this Special Service Campaign includes emission related parts, California dealers are requested to fill out
the Vehicle Emissions Recall – Proof of Correction form and affix an Authorized Modification Label to the
vehicle after repairs have been completed.
The vehicle owner may require the Proof of Correction 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.
Please complete the form and provide it to the owner. The first noncompleted VINs will be submitted to the California state DMV by late
September 2024. 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.
Install the Authorized Modifications Label after the repairs have
been completed. Using a permanent marker, fill out the label and
affix it to the location under the hood as indicted.
Form booklets and Authorization Labels can be ordered from the
MDC (Booklet material number 00410-92007, Label material
number 00451-00001-LBL ).
© 2023 Toyota Motor Sales, USA
Special Service Campaign 23TC08 - Page |5
Warranty Reimbursement Procedures
Warranty Reimbursement Procedure
The flow chart is for reference only. DO NOT use it in place of the full technical instructions. Follow ALL
steps as outlined in the full technical instructions to confirm the campaign is completed correctly.
Verify Vehicle Eligibility
1. Confirm vehicle VIN matches the RO.
2. Check for Campaign eligibility using TIS.
Not
Covered
No further action required.
Covered
Perform Health Check and Verify ECU
Calibration.
Old Calibration
Reflash the No. 2 skid control ECU with
the NEW software.
New Calibration
Campaign completed.
Return the Vehicle to the customer.
Op Code
23TC08R1
•
•
Description
Reprogram Skid Control ECU
Flat Rate Hours
0.7
The flat rate times include 0.1 hours for administrative cost per unit for the dealership.
In the rare case that the Skid Control ECU contains the latest calibration ID (no software update needed),
use opcode 23TC08R1.
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.
© 2023 Toyota Motor Sales, USA
Special Service Campaign 23TC08 - Page |6
Campaign Designation / Phase Decoder
23TC08
23
T
C
08
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.
© 2023 Toyota Motor Sales, USA
SPECIAL SERVICE CAMPAIGN 23TC08 (Remedy Notice)
Certain 2021-2023 Model Year Venza HEV
Skid Control ECU Reprogram
Frequently Asked Questions
Original Publication Date: February 09, 2024
Q1:
A1:
Q2:
A2:
What is the condition?
One of the features in your vehicle is the predictive efficient drive system. This system uses the
navigation system to predict likely deceleration or stopping locations based on the driving
situation and traffic patterns, to enhance fuel economy. However, for some vehicles, the
navigation system may not learn these driving patterns due to a programming error in the
skid control ECU.
Q1a:
Are there any symptoms of this condition?
A1a:
No, there are no advanced warnings prior to the occurrence of this condition.
What is Toyota going to do?
Owners of the vehicles covered by this Special Service Campaign will receive an owner notification
letter via first class mail starting in mid-March 2024. Any authorized Toyota dealer will update the
software in the Skid Control ECU 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.
Q2a:
How does Toyota obtain my mailing information?
FAQ Page 1 of 2
© 2023 Toyota Motor Sales, USA
A2a: 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.
Q3:
Which and how many vehicles are covered by this Special Service Campaign?
A3: There are approximately 70,500 vehicles covered by this Special Service Campaign.
Q4:
A4:
Q5:
A5:
Model Name
Model Year
Production Period
Venza HEV
2021-2023
Early March 2020 – Mid June 2023
How long will the repair take?
To reprogram the Skid Control ECU will take approximately 1 hour. However, it may be necessary for
the owner to make the vehicle available for a longer period of time depending upon the dealer’s work
schedule.
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
© 2023 Toyota Motor Sales, USA
TOYOTA
2021-2023 Model Year Venza HEV
Skid Control ECU Reprogram
Special Service Campaign (Remedy Notice)
[VIN]
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.
E
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?
PL
One of the features in your vehicle is the predictive efficient drive system. This system uses the
navigation system to predict likely deceleration or stopping locations based on the driving
situation and traffic patterns, to enhance fuel economy. However, for some vehicles, the navigation
system may not learn these driving patterns due to a programming error in the skid control ECU.
SA
M
What will Toyota do?
Any authorized Toyota dealer will reprogram the Skid Control ECU FREE OF CHARGE to you.
What should you do?
Before you are inconvenienced by this condition, any authorized Toyota dealer will perform the software
update FREE OF CHARGE to you.
Please contact your authorized Toyota dealer to make an appointment to have the skid control ECU
reprogrammed. The remedy will take approximately 1 hour; 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 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 Brand Engagement Center at 1-888-2709371 Monday through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 7:00 pm Eastern Time.
If you would like to update your vehicle ownership or contact information, please visit
https://www.toyota.com/recall/update-info-toyota. You will need your full 17-digit Vehicle Identification
Number (VIN) to input the new information.
If you are a vehicle lessor, please assist us by forwarding this notice to the lessee.
E
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.
Sincerely,
SA
M
TOYOTA MOTOR SALES, U.S.A., INC.
PL
Thank you for driving a Toyota.
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 or https://www.toyota.com/owners or contact us at 1888-270-9371.
Dealer Information
Dealer Name/Address
Dealer Code
Dealer Phone Number
Dealer Staff Name
Dealer Staff Signature
© 2020 Toyota Motor Sales, USA – Version 3b