TOYOTA
Volume: XIX
Number: TC13-019
Date: 08/01/2013
_x_ Action
_x_ Retain
Information

PRODUCT SUPPORT DIVISION
INTEROFFICE MEMORANDUM
To:

All Toyota Region General ManagersNice Presidents

From :

Bob Waltz,
Vice President, Product Quality and Service Support

Subject:

Economic Loss Class Action Settlement - Customer Support Program

On July 24 , 2013 , a settlement of claims for Economic Loss arising from allegations of unintended acceleration
was approved . The settlement includes Toyota's agreement to provide a Customer Support Program ("CSP")
for 1998-2010 model year (MY) vehicles equipped with an Electronic Throttle Control System (ETCS) to
enhance the coverage of certain components. This is NOT a recall or a campaign, but is provided to
reassure owners that Toyota stands behind the reliability of our vehicles. Please ensure that involved
staff members thoroughly read and understand the documents relating to this CSP (e.g . the ASM reference
Guide, the Dealer Letter, the Q&A, the Warranty Bulletin , the PANT, etc.).

CSP Coverage for Defects in
Material or Workmanship

0

This Customer Support Program provides Primary Coverage and
Secondary Coverage for the applicable components. Please see
additional information below.

Primar'l. Coverag_e:
All eligible vehicles will receive 3 additional years of coverage against defects in
materials or workmanship in covered components from the start of CSP ELT,
regardless of mileage.
3 Year with NO Mileage Restrictions. Coverage Effective: 08107113- 08107116
SecondaIT, Coverag_e:
After the 3 year Primary Coverage, Secondary Coverage against defects in
materials and workmanship is applied to the Original Manufacturer's Warranty for
each covered component up to a limit of 150,000 miles or an additional 10 years,
whichever comes first.
Note: After the initial 3 year period , coverage under CSP ELTends once the vehicle reaches 150,000 miles.

I
4

Cruise Control Switch
Accelerator Pedal Assembly

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Stop Lamp Switch
*Throttle Body Assembly

3yr/Hk Miies i

!

* Engine Control Module

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Years of Coverage
3

DOFU

1

2

6

5

7

8

10 11 12 13 14 15 16 17 18 19 20

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!10yr/150k Maximum Miles

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9

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ByrfD. Miies

!10yr/150k Maximum Miles !

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CSP Extended Coverage

I

* Emissions Warranties may vary depending on the vehicle's original emission certification and state emission

warranty requirements . Reference Warranty Policy Bulletin POL 13-02 for original Manufacturer Warranty deta ils.
See Section Titled - Limitations (on following page) for additional information on exclusions and limitations.
Please refer to the ASM Reference Guide for additional information.

lme_ortant Note:
- Applicable on or
after 817113.
- Not retroactive.
- Does not cover:
Abuse
Misuse
Tampering
Vandalism
Flood ! Fire
Rebuilt
Impact
Salvaged Title
- The vehicle must
be operable at the
time of the
commencement of
the CSP.
-Applicable only to
vehicles that were
originally
distributed in the
US or the US
Territories.
- Follow TWPP
guidelines.

-

- - I

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..
CSP ELT - R - Page 2

Limitations
CSP ELT becomes effective on August 7, 2013. Only MY 1998-2010 vehicles equipped with an Electronic
Throttle Control System (ETCS) are covered under this CSP.
CSP Start Date:
Minimum (Primary) Coverage End Date:

August 7, 2013
August 7, 2016

• This CSP is not retroactive; no refunds or payments will be made for repairs performed prior to the
Court Order approving this settlement.
• Only covered components that fail due to a defect in materials or workmanship and otherwise fall
within the parameters of this CSP will be covered .
• This CSP does not cover cosmetic damage or breakage due to outside forces , damage incurred from
abuse, vandalism, flood , misuse, tampering , a crash , and/or other impact, animal damage, fire , or
carbon build-up (refer to Tech Tip T-TT-0086-11 for carbon build-up) .
• The defect in materials or workmanship in one of the covered components must have occurred on or
after the date of the commencement of the CSP.
• The CSP does not apply to scrapped, salvaged , dismantled, flood-damaged, rebuilt or other
branded/salvage title vehicles (excluding lemon law branded vehicles) .
• This CSP is applicable only to vehicles that were originally distributed in the US or the US Territories.
• Imported vehicles (ex. Mexico and Canada) are not covered, even if currently registered in the US.
Please refer to "Toyota Warranty Policy & Procedures" (TWPP) for additional assistance.
CSP ELT also provides coverage for select ancillary parts related to the covered components, such as
necessary hoses, clips, connectors, etc., that are damaged as a result of the CSP Repair. Ancillary parts
are only covered if they are needed to complete the CSP and were not damaged prior to repair.

Covered Components
Coverage provided by CSP ELTwill cover defects in materials or workmanship in
the following components:
• Engine Control Module
• Cruise Control Switch
• Accelerator Pedal Assembly
Accelerator Pedal Position Sensor (If Individually Serviceable)
• Stop Lamp Switch
• Throttle Body Assembly
Throttle Position Sensor (If Individually Serviceable)
Throttle Body Motor (If Individually Serviceable)

Important Note:
The Throttle Body
Assembly may
have parts that can
be individually
serviced. Before
replacing any
defective Throttle
Body Assembly,
please ensure the
defective part
cannot be replaced
separately.

Please note that direct marketing of this Customer Support Program is strictly prohibited (Warranty
Policy No. 5.21 ). Non-compliance with this policy may result in a claim debit.
All parts replaced for this repair will be subject to parts recovery and warranty parts inspection.

CSP ELT - R - Page 3

(Covered Components CONTINUED ... )

What is defined as a "defect in materials or workmanship" under CSP ELT?
A defect in materials or workmanship means defects objectively manifested by broken, cracked, or missing
parts or components (not caused by abuse/misuse) and which result in improper function of the component.
Th e f o II owing examp es are prov1"d e d f or re erence:
Not
Covered Covered

Examples:

Rubber hoses connected to the throttle body are damaged during repairs to the throttle body.

./
./
./
./

Rubber hoses connected to the throttle body are cracked/worn prior to repair but the throttle body is OK.
Throttle plate has excessive carbon build-up.
An animal has damaged the component (e.g. chewed through the wiring) .

./

Accelerator pedal position sensor (APPS) is inoperative due to electronic failure.

./

Accelerator pedal has a foreign substance on it (e.g. tar, chewing gum, etc.)

./

Cruise control switch is inoperative due to an internal defect.

./

Cruise control switch has broken off or the exterior is heavily worn.
Stop lamp switch is no longer operating correctly due to electronic failure.

'

./

./
./

Stop lamp switch is out of adjustment.
ECM appears to be damaged by a foreign substance (e.g. water) .

./

ECM is no longer communicating with the ETCS.

./

An aftermarket product has been spliced into the covered component's circuit.

2005-2010 Avalon

2004-2010 RAV4
2001-2010 Sequoia

SCION
2008-2010 xB

2002-2010 Camry

2004-2010 Sienna

2008-2010 xD

2002-2008 Camry Sciara (2AZ)

2001-2005 Spyder (MR2) SMT

2005-2010 tC

2004-2008 Camry Sciara (except 2AZ)

1998

2007-2010 Camry HV

2005-2010 Tacoma

2003-2005 Celica (2ZZ)

2003-2004 Tacoma (5VZ w/ETCS-i)

2005-2010 Corolla (except 2ZZ)

2003-2004 Tundra (5VZ)

2001-2010 4Runner

Supra (2JZ-GE)

2005-2010 Corolla Matrix (except 1ZZ 4WD, 2ZZ) 2000-2010 Tundra (except 5VZ)
2007-2010 FJ Cruiser

2009-2010 Venza

2004-2010 Highlander

2007-2010 Yaris
2006
Yaris Hatchback
[Puerto Rico Only]

2006-201 O Highlander HV
1998-2010 Land Cruiser
2001-2010 Prius

lm12.ortant Note:
Only model year
1998-2010 vehicles
equipped with an
Electronic Throttle
Control System
(ETCS) are
covered under this
CSP.
Please refer to TIS
and the Warranty
Policy Bulletin (No.
POL 13-02) to
identify vehicles
covered under this
CSP.

'

.

'

CSP ELT - R - Page 4

Dealer Letter Mailing Date
The attached Dealer Letter will be sent to all Toyota dealers in early August 2013.

Owner Notification
•

•

Starting in early February 2013, Owner Notifications were mailed to owners by the court appointed
administrator, Gilardi and Company. Approximately 22 million notices were mailed to customers
informing them of the settlement. In early March 2013, notice of the settlement was also run in select
U.S. publications along with banner ads that were posted on the internet.
As this is a Customer Support Program, any dealership marketing of this CSP is a violation of Warranty
Policy No 5.21. If it is determined that a dealer has violated this policy, reimbursement for work
performed is subject to charge back.

In order to ensure dealership understanding and support for CSP ELT, we request each Region/PD office
have an introduction meeting with all dealer-contact associates (i .e. DSPM, FTS, etc.).
In this meeting, please reinforce the following:
• Each associate must be familiar with and understand the details and materials relating to this CSP .
• Proactively contact each dealership to ensure understanding , implementation, and adherence to the
parameters of this CSP.
• Assist the dealership in designating two management level associates with complementary schedules to
become familiar with the details of this CSP and ensure all customer contact points have been briefed
and are familiar with the documentation relating to this CSP (e.g . the ASM reference Guide, the Dealer
Letter, the Q&A, the Warranty Bulletin, the PANT, etc.).
• Provide dealerships with continued technical and administrative support as necessary, including
frequent follow-up meetings.
• Ensure timely dealership response to Warranty Parts Recovery Request.
• Monitor and counsel dealerships as necessary to assure they are strictly adhering to Warranty Policy.
Inappropriate activities may be subject to claim debit and warranty parts inspection.
We request that all appropriate field associates become completely familiar with the details and materials
related to this Customer Support Program . It is imperative to the success of this program that a consistent
message is communicated between the Region/PD, the district and dealer levels. Periodic meetings to
level-set will be vital in this reaard.

Due to the scope of this CSP, reports will not be provided .
The attached Dealer Notification Letter contains additional details.

Please review this entire CSP with the appropriate associates so that they may provide the necessary
su ort to our dealers and maximize our combined customer satisfaction efforts.
Thank you for your cooperation .
Enclosures

CSP ELT - R - Page 5
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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