TOYOTA
PRODUCT SUPPORT DIVISION

Volume: XIX
Number: TC13-025

Date: 09/29/2013
...X..Action
...X.. Retain
Information

INTEROFFICE MEMORANDUM
To:

All Toyota Region General ManagersNice Presidents

From:

Bob Waltz,
Group Vice President, Product Quality and Service Support

Subject:

Limited Service Campaign (LSC) DON
Certain 2011 -2012 Model Year Highlander Hybrid Vehicles
Rear Driveshaft Assembly Replacement

In our continuing efforts to ensure the best in customer satisfaction, Toyota is launching a Limited Service
Campaign (LSC) on certain 2011 - 2012 Model Year Highlander Hybrid Vehicles. This LSC will cover
approximately 4,000 vehicles.
Background
Due to an assembly error during manufacturing, the Rear Driveshaft in certain 2011-2012 Model Year
Highlander Hybrid vehicles can disengage from its inboard joint assembly. If this occurs, the driveshaft could
vibrate and rattle inside the inboard joint, causing a loud noise from the rear of the vehicle while driving.
Continuing to drive the vehicle can damage the housing of the Rear Differential Motor. If the housing is
damaged, the entire differential motor would also require replacement.
Limited Service Campaign !LSC) Remedy
Authorized Toyota dealerships are requested to inspect and replace the rear Driveshaft Assemblies (both right
and left) at NO CHARGE to the vehicle's owner. If the dealership determines that the driveshaft has
disengaged from the inboard joint assembly, the Rear Differential Motor assembly will be replaced at NO
CHARGE to the vehicle's owner.
~

This LSC will be available until October 31, 2016, and will only be available at an authorized Toyota Dealer.
1. Dealer Letter Mailing Date
The attached Dealer Letter will be sent to all Toyota dealers in early October, 2013.
2. Owner Notification Mailing Date
The owner notification will commence in early October, 2013, approximately one week after the Dealer
Letter.
Please note that only owners of the covered vehicles will be notified. If a dealer is contacted by an owner
who has not yet received a notification, please instruct them to verify eligibility by confirming through TIS
prior to performing repairs. Dealers should perform the repair as outlined in the Technical Instructions
found on TIS.
3.

New and Used Vehicles in Dealership Inventory !In-Stock Vehicles)
To ensure customer satisfaction Toyota requests that dealers conduct this LSC remedy on any new or used
vehicles currently in dealer inventory that are covered by this LSC prior to customer delivery.

4. Number and Identification of Covered Vehicles
There are approximately 4,000 Highlander Hybrid Vehicles covered under this LSC

LSC DON - R - Page 2

5. Parts Ordering Process !Dealer Ordering Solutions)
Orders can be placed through the dealership's facing PDC. The Rear Driveshaft Assembly kits have been
placed on Dealer Ordering Solutions and will be systematically released daily based on dealer ordering
criteria. Each dealer has received specific dealer ordering criteria in an email from their facing PDC
Manager based on Repair Order Volume * PDC Affected UIO. Therefore, it is vital that each dealership
work with both Parts and Service to immediately file claims and coordinate appropriate kit orders.
Additional Part Ordering information can be found in the dealer communication.

6. Region/District Summarv Reports
We have enclosed the following LSC DON Summary Reports in the Region/Private Distributor (PD) Service
Manager/Customer Service Operations Manager/Director of Service package:
• Region/PD Summary Report that provides an overview of the entire Region/PD for this LSC.
• A District Summary Report that indicates the number of covered vehicles per dealership in each district
for this LSC.
The attached Dealer Notification Letter contains additional details.
Please review this notification with your staff to assure that all relevant personnel have been briefed regarding
this subject.
Thank you for your cooperation.
Enclosures
cc:

Region/Private Distributor Assistant General Managers
Region/Private Distributor Customer Service Operations Managers
Region/Private Distributor Service Managers/DirectorsNPs
Region/Private Distributor Parts Managers/DirectorsNPs
Region/Private Distributor Customer Services Field Managers
Region/Private Distributor Technical Services and Training Managers
Region/Private Distributor District Service and/or Parts Managers
Region/Private Distributor Customer Relations Managers
Region/Private Distributor PDC Managers
Region/Private Distributor Field Technical Specialists
Region/Private Distributor Service Training Specialists
Region/Private Distributor Vehicle Operations Managers
All NAPC General Managers
All TMS Sales Administration Managers
All TMS Product Quality & Service Support Managers
All Field Product Engineers
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