Reassure customers that Toyota stands behind its products .
_ Ensure strict
Be the first touch points for customers contacting your dealership regarding this
adherence to the
program.
CSP Policies.
Be
the main
Reassure the customer of the coverage offered under this CSP (see section
customer contact.
titled - CSP Coverage for Defects in Materials or Workmanship) .
- Explain coverage
Make sure the customer understands that there is a possibility that the
and limitations to
condition at issue may not be covered under this CSP. If the condition does
customer.
not relate to a defect in materials and/or workmanship in one of the five (5)
covered components, the customer may be responsible for the diagnosis fee
and any other repairs he/she may decide to have performed (see section titled
- CSP Coverage for Defects in Material or Workmanship).
• If a customer believes his/her vehicle is experiencing a condition covered by this CSP, the designated
associate(s) should arrange with the appropriate service staff for diagnosis and, if applicable, repair.
• Some of these customers may be the second, third, or later owners and may have never visited a
Toyota dealership. Please be patient and supportive as they may not be familiar with your operations.
Each step in the process should be carefully explained to them.

CSP EL T - 4

IP a g e

Customer Sup1Jort Progra1n (CSP)

Customer Support Program (CSP} Flow Chart
ASM

Customer

D

Technician

Parts

*Customer contacts
dealer.

J.
Customer condition
could be related to a
CSP covered
component.

Yes-

.

."'

No
'

Customer is responsible
for diagnosis and
~N
optional repairs.

I

Confirm vehicle is covered
by CSP by checking TIS.

.

Yes

-

Explain CSP coverage to
customer.

-

0
~

..,
,...

f.+

Is the cause of the
condition a CSP
covered component?

Return car to
customer.

Ye

.,_Yes-+

Follow
technician 's
determination.

Is the vehicle
operable?

.

.

Order Parts
following PANT
Bulletin
# 2013-041

,4

I

N

N

Yes/No

No

0
:::J"'
S»

-

Customer may be
responsible for diagnosis
and repai r cost.

Diagnose Vehicle

-

Contact DSPM before
arranging customer
accommodations* or repair
options based on customer
needs/repair timing .

.
Customer returns
when parts arrive.

Return the vehicle to
customer.

.

[

-,.I

I

1. .

Yes
I

1~

I

I.
1~

*Note: If the customer
contacts your dealership
inquiring about the CSP,
utilize the Q&A to answer
the customers questions.
No diagnosis of the
vehicle is required at this
time.

Repair Vehicle

*Note: The rental must have District
Service and Parts Manager
(DSPM) authorization. Dealer selfauthorization (SMAP) is not
allowed .
Refer to Warranty Policy Bulletin
POL 13-02.

**Parts availability &
backorder status is
monitored daily by the
CEC. Region/Dealers
may be contacted for
parts backorder
situations that could
exceed 10 days or more.

Make sure the customer understands there is a possibility that the
condition at issue may not be covered under this CSP. If the condition
does not relate to a defect in materials and/or workmanship in one of the
five (5) covered components, the customer may be responsible for the
diagnosis fee and any other repairs he/she may decide to have
oerformed.

CSP EL T - 5 I P a g e

'

..
Custo1ner Su1>1>ort Progra1n (CSP)
Parts Ordering
The parts for this CSP will be placed on Manual Allocation Control (MAC). Please refer to the flowchart for
MAC Release Procedure.
Place Parts Order

D

,,m
;+

"'..,0

c.

..,
(I)

-·

:J
tC

.,,

-0
:e
0

ECM
Throttle Body

Cruise Control
Accelerator Pedal Assembly
Stop Lamp Switch

Place parts order

Place parts order

Parts are on MAC

Parts are on MAC

G

Agents from the TAS Special Projects Line will assist with diagnosis
and will verify MAC parts release.

The part will be listed on the daily
Rejection Report with the corresponding
MAC code . Please provide additional
information by email as needed .
mac@toyota.com

Before calling TAS, an on-line TAS case must be initiated.
Ensure the TAS case contains the following information:
- Case Coding
- Covered Under CSP? Yor N
- Covered Under Warranty?
YorN
- Customer's Last Name
- Customer Pay? Yor N

- Dealer Code
- Diagnostic Steps Followed
- Order Reference #
- Part Number
- RO Number
-VIN

ECM Case Coding
Service Category= Engine
Hybrid System
Section =Engine Control
Sub Component= ECU
Symptom Code= Use
Appropriate Code

Throttle Body Case Coding
Service Category= Engine
Hybrid System
Section= Intake/Exhaust
Sub Component =Throttle
Body I Linkage
Symptom Code =Use
Appropriate Code
~-------------------TAS agents will be unable to assist dealerships that fail to open a
TAS case prior to calling.

B

r-------------..

I
I
I

- Case Coding
- Covered Under CSP?

I

Yor N
I
- Covered Under Warranty? Yor N I
- Customer's Last Name
I
I
- Customer Pay? Yor N
I
- Dealer Code
I
I
- Diagnostic Steps Followed
I
I
- Order Reference #
I
- Part Number
I
I
-RO Number
I._ _ _ _ _ _ -VIN
_ _ _ _ _ _ _ JI
If all information is provided correctly than
the order is approved for release.

::l'"

m

;+

Contact T AS Special Projects Line
1 (855)-716-7676

Parts are released .
(Approved orders will be released
based on inventory level.)

Note: This hotline is only to be used for assistance when releasing ECMs or
Throttle Bodies covered under this CSP. Please use the standard TAS
Hotline for any other diagnostic assistance.

FTS
Contacts
TAS

Parts are released.

for additional diagnosis.

Note: For GST and SET dealers, please follow MAC procedures as defined by your distributer.

CSP EL T - 6 I P a g e

Custo1ner Su1Jport Progra1n (CSP}
Repair Procedure
Please refer to the Technical Information System (TIS) and the appropriate Repair Manual for diagnostic
and repair procedures.

Claim Processing
Please refer to the Warranty Policy Bulletin (Bulletin No. POL 13-02) for claim processing instructions for
this CSP. All parts replaced for these repairs will be subject to parts recovery and warranty parts
inspection .
Please note that direct marketing of this Customer Support Program is strictly prohibited (Policy No.
5.21). Non-compliance with this policy may result in a claim debit and warranty parts inspection.

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.

Media Contacts
Media contacts (local and national) should receive a consistent message. In this
regard, all media contacts must be directed to Cindy Knight (310) 468-2170 in Toyota
Corporate Communications. (Please do not provide this number to customers. Please
provide this contact only to media associates.)

Important Note:
- All parts replaced
under this CSP
are subject to
parts recovery.
- Marketing of CSPs
is strictly
prohibited.
- Confirm repair
quality.

Customer Questions
Please use the materials provided to answer any questions in regards to this CSP. If
a customer has further questions, please direct the inquiry to:
•
Toyota Customer Experience Center at 1-800-331-4331.
•
Scion Customer Experience Center at 1-866-70-SCION (1-866-707-2466).
If the question is in reference to the other aspects of this settlement, please direct
them to the settlement website www.ToyotaELsettlement.com or call 877-283-0507.
A copy of the proposed settlement agreement is also available on the website; it
includes a list of affected vehicles, a description of the settlement, and estimated
dates and deadlines.

Important Note:
Please review this
entire package with
your Service and
Parts staff to
familiarize them with
the proper step-bystep procedures
required to
implement this CSP.

Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.

CSP EL T - 7 I P a g e

...

®TOYOTA
Customer Support Program (CSP) ELT
1998 - 2010 Model Year Toyota and Scion Vehicles
Equipped with an Electronic Throttle Control System (ETCS)
Economic Loss Class Action Settlement
Background
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.
Q1:
A1 :

What are the parameters of this CSP and what is cover on my vehicle?

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

Primary Coverage:
All eligible vehicles will receive 3 additional years of coverage against defects in materials or
workmanship in covered components from the start of this CSP, regardless of mileage.
3 Year with NO Mileage Restrictions Coverage Effective: 08107113- 08107116
Secondary Coverage:
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 this CSP ends once the vehicle reaches 150,000 miles .

Years of Coverage
DOFU

1

2

3

4

5

6

7

8

9 10 11 12 13 14 15 16 17 18 19 20

Cruise Control Switch
Accelerator Pedal Assembly
Stop Lamp Switch

!10yr/150k Maximum Miles

*Throttle Body Assembly
*Engine Control Module

j10yr/lSOk Maximum Miles

*Emissions warranties may vary depending on the vehicle's original emission certification and state emission warranty requirements .
See 03, Q3a, Q3b, and Q3c for additional information on exclusions and limitations.

The additional coverage provided by this CSP will cover defects in materials or workmanship in the
following five components:
• Engine Control Module
• Stop Lamp Switch
• Cruise Control Switch
• Throttle Body Assembly
• Accelerator Pedal Assembly
- Throttle Position Sensor**
- Accelerator Pedal Position Sensor**
- Throttle Body Motor**
** If Individually Serviceable

All work must be performed by an authorized Toyota dealer.

Q1 a:
A1a :

Why is Toyota only providing additional coverage for these specific components?
The CSP is part of a larger settlement between Toyota and a group of owners of ETCS
equipped models. These five (5) components were agreed upon by Toyota and plaintiffs'
counsel and were approved by the Court overseeing the settlement.

Q1 b:
A 1b:

What if other parts are needed to complete the repair?
This program also provides coverage for select ancillary parts related to the covered
components (such as hoses, clips , connectors , etc .) that are damaged as a result of CSP
repairs. Ancillary parts are only covered if they are necessary to complete the CSP and
were not damaged prior to repair.

Q2:
A2: